Complaints

This profile includes complaints for Select Home Warranty LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Select Home Warranty LLC

  1000 Wyckoff Ave Fl 3 Mahwah, NJ 07430-3164

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

• 

  Select Home Warranty

  1999 Bryan St STE 900 Dallas, TX 75201-3140

• 

  Select Home Warranty Of CA, Inc.

  222 W 6th St #400 San Pedro, CA 90731

• 

  Select Home Warranty LLC

  4870 Sadler Rd Ste 300 Glen Allen, VA 23060-6294

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a warranty from Select and I was told that everything would be covered and sold me on the Executive VIP membership. I asked several questions and with in two days I decided to go with them because I was comparing companies. **** ensured me that I have no worries about coverage. What sold me was since I bought a three year plan you do not need any mataintance record and worries about coverage. We went over some policies that I had questions about from the other company and he ensured me that doesn't apply. This was all a lie!I called to make a claim and had to end up paying the service fee plus another ****** out of my pocket for the repair cost. I call to talk to a manager/supervisor and no one couldn't help. I talked to a specialist and she was supposed to get back with me but never did. Two weeks later my water heater went out and now it's leaking. They denied the claim and now they don't want to fix it. I requested all my money back and they told me NO! The reason is it's been over 30 days. They sold me a lie with this plan just like they are selling time shares. They said I get a partial of my money back. Now I have to wait. I paid them with my credit card but they want to send me a check that can take up to 30 days and I have to get my water heater fixed ASAP. This company deceived me and probably many other. All I want is my refund so I can move on. I need help pleases.

  Business Response

  Date: 09/07/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that both of their claims were denied and requested a full refund. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section ****. The consumer was explained that they are only eligible for a full refund within the first 30 days of service. The consumer was explained that both of their claims are not covered. The consumer requested a full refund. The consumer was explained that they are not eligible for a full refund and their agreement will be cancelled per section ****.

  Customer Answer

  Date: 09/14/2022

  
  Complaint: 17797968
  
  I am rejecting this response because: I received a phone call from Select the person that spoke to me did not want to here me and told me that I will not getting my refund in full.  after he hung up. I haven't  received any refunds at all.  This person was rude and unprofessional. I look at my contract and I was told that those exclusion did not apply to me. This was a lie to get my money. 
  
  
  
  Regards,
  
  Darylrion May

  Business Response

  Date: 09/22/2022

  The consumer rejected our response stating that they have not received any refund.
  
  The consumer proceeded to dispute the charges with their bank and was issued a full refund in the amount of $1259.98 back to their credit card on 9/16/22. The consumer no longer has a valid warranty agreement with Select.

  Customer Answer

  Date: 09/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Also their practices need to be looked at for offering a warranty that don't cover 80% of repairs.  They get you in the door and lie to you that you are covered but in reality you are not. 
  
  Regards,
  
  Darylrion May

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed two warranty claims with Select Home Warranty and both are valid claims. One for a water softener and another for a Refrigerator. They have denied both claims without any valid reason other than to say their claims department said they wont cover it. When you get contacted by a salesperson, they tell you that this warranty covers all major home issues and its for peace of mind but they deny all claims. They merely point out some obscure line item in the fine print of the contract as the reason they deny. My refrigerator is 7 years old and it failed. The technician talked to them and they asked if it was clean. He said it has minor dust but generally in fair condition. *** said I failed to maintain the refrigerator so it would not be covered. Its 7 years old, its going to have some dust in the sealed compartment. This company is a scam company and everyone should beware.

  Business Response

  Date: 09/06/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied for manufacturer warranty. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer was informed that they are approved for $75 towards the dryer, the rest was reported as dirty. The consumer was also informed that the technician stated that the compressor is under warranty which we cannot cover.

  Customer Answer

  Date: 09/06/2022

  
  Complaint: 17794322
  
  I am rejecting this response because:
  This response, as I informed Select Home Warranty is invalid. I was there when the technician was talking to the claims people and he stated that the unit did indeed have some dust in it, which is normal for a refrigerator that is 7 years old. It has been serviced yearly by an ** technician because it was repaired yearly because of faulty compressors. The Home Select Warrantu claims guy stayed I should have it cleaned by a service technician twice yearly. There is most probably no one that would pay the ****** service call twice yearly to clean out a sealed with screws area behind a refrigerator. This is just citing any reason to deny any claim made to SHW. They also stated the refrigerator was under manufacture warranty. This is also false. The compressor only would be covered under the manufacture warranty only because it was replaced 13 months prior. The only reason I called ** was to save SHW money because the compressor would be covered(parts only) and not the labor. Even with the compressor part being free of charge, the technician said other parts NOT covered under warranty would not be covered and the repair would run over ****** dollars. That cost should be covered by SHW as that is what I was told by the sales man when I purchased the warranty from Select Home Warranty. The entire policy is based off of having price of mind if any home appliance or major systems have an issue. I had an issue and SHW denied my claim for reasons I cant fathom anyone would feel is justified. Again, why would a salesman sell me a home warranty that is supposed to cover all of my appliances and not tell me that the company(SHW) will find any excuse to deny a claim?  This company does not stand behind what their sales staff state. There are 100s if not thousands of the same things said on ****** reviews about how other people had the same results as myself. Per thier own admission, they offered me ***** towards a ****** plus repair. Im fairly certain that is a payoff so they can claim I settled with them. I merely want what I was sold or at a minimum, refund the cost of this so called warranty in full so I can get a valid home warranty from a reputable business. 
  
  
  Regards,
  
  *******************

  Business Response

  Date: 09/15/2022

  The consumer rejected our response disagreeing with their determination and requested a full refund.
  
  Diagnosis from the consumers claim revealed that the condoner coils was collecting dirty as well as the dryer. The evaporator and compressor is not good which is covered under warranty. The condenser coils, dryer,evaporator coil and compressor. The consumers claim was denied per section 6.1.2 of their warranty agreement as their compressor and evaporator are covered under manufacturer warranty. Per section 6.1.2 of the agreement we will not covered the unit if covered under manufacturer warranty. The consumer was however approved for $75 towards the dryer portion of the claim.
  
  6.1.2. Manufacturer's Warranty.All systems and appliances covered under either the manufacturer's,distributor's, or any other express or implied warranty will not be covered under this Agreement.
  
  At the present time the consumers claim is approved for $75 towards the dryer portion of the claim. The remaining balance of the claim is denied per section 6.1.2 of the agreement as the components needing repair is covered under manufacturer warranty.
  
  The consumer has requested a full refund through this complaint. At the present time the consumers is not eligible for a full refund.Should the consumer wish to proceed with termination of service they will be subject to cancellation per section ****.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim was filed 8/19 for washer repair. No communication after 1st email. Called and they mentioned they had a technician. Log story short that tech canceled. I would have not known unless I called. Another request was made 8/24. Last I heard from them after that I have been calling everyday. To get through someone it has taken me close to an hour of wait. No one can help. Spoke with them 8/29/22 and I found out that without any communication they have closed my claim and will be sending a $100 reimbursement check for a washer I bought 3 yrs ago. $100, really? Just to cancel my plan I spoke with 5 different agents and spent 8 hrs on the phone to just do that. Very unprofessional and sickening.

  Business Response

  Date: 09/06/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the $100 cash in lieu approval. The claims manager informed the consumer that they have been assigned to their account to assist them. The claims manager informed the consumer that they can increase their allowance to $150 per section **** as the claim was filed within the first 3 months of service. The consumer was informed that the maximum allowance during that time is $150. The consumer was informed that once they submit the invoice we may proceed with the reimbursement process.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim#******** Policy: ********* Date: August 10, 2022 My A/C went out on 8/9. 8/10 The technician came out and diagnosed the problem. 8/10 at 11:52am Select HM Warranty required me to send in pictures of my A/C unit before they could approved any work to be done. I sent pictures via email on 8/10 at 12:36pm. I called to see if I could get an approval that day since it was close to 100 degrees outside (I live in *****). The agent said that they would put a rush on my request. The technician left to go to lunch since we hadn't gotten word on the approval. He left his bag at my house and since he had to come back anyway, I called Select HM Warranty to see if he could just go ahead and fix the issues regardless if they were covered or not because I had to have A/C (I have 2 small children). I asked if I could be reimbursed the amount that was covered if it all wasn't covered at 100%. I told them that the agent had to come back anyway and that he could fix it that day. The agent told me no, if the technician repaired anything, they would not cover any repairs! I explained that I needed to have A/C and that I lived in ***** and inside my house was already at 84 degrees. The agent said there was nothing they could do and and I would have to wait the 24-48hrs for them to review the photos. I asked to speak to a supervisor and was told there were none on the floor, all they could do was put a rush on the review. 48hrs later, I still hadn't heard from Select Hm Warranty on my claim! I called and was finally told that they approved for only $185 worth of repairs. I called the technician and told him that only $185 of the repairs were covered and he said that he hadn't gotten any word from Select Hm Warranty yet. They didn't uphold their 24-48hrs response policy and I had to sit in a hot house for over 48hrs because Select wouldn't reimburse me. I paid the technician $1190 for the repairs because they still hadn't heard from Select Hm Warranty on what was covered.

  Business Response

  Date: 09/06/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that the technician never got approval for the repairs and they had to pay out of pocket. The claims manager instructed the consumer to submit the invoice and we will revoke the authorization from the technician and approve them for reimbursement on the approved amount.

  Customer Answer

  Date: 09/06/2022

  
  Complaint: 17793693
  
  I am rejecting this response because:

  I have requested a refund of the $75 service fee with no response. I have emailed the agent twice and still have not heard back from him. 

   

  This company's customer service is horrible! 

  
  
  
  Regards,
  
  *************************************

  Business Response

  Date: 09/16/2022

  The consumer rejected our response stating that they have requested the $75 fee be refunded.
  
  Unfortunately the consumer is not eligible for a reimbursement on their service call fee. Per section 5.2.1 of the agreement the consumer is required to pay that service call fee regardless of whether their claim is approved or denied. In addition, the consumer paid the fee directly to the technician.We cannot refund the consumer for something that we did not charge them directly for.
  
  5.2.1. Select Service Call Fee/ Deductible. Each time a independent service Technician is scheduled and dispatched to Your home, You will be required to pay the Select Service Call Fee in the amount of $75.00 . You will be required to pay the Select Service Call Fee regardless of whether all or part of the claim is granted, excluded,limited or denied by Select. You will be required to pay the Select Service Call Fee once the independent service Technician begins traveling to your home,regardless of whether you are able to provide access to your home for the independent service Technician or if you cancel the appointment while the independent service Technician is traveling to your home, a separate service call fee will be charged for each issue. Additional charges may apply to the Select Service Call Fee. The Select Service Call Fee, which must be paid at the time and place of appointment, shall be paid by You to the independent service Technician or directly to Select, at Select's option. In the event You fail to pay the Select Service Call Fee, You will not be able to schedule any additional service calls and your home service contract will be suspended until all outstanding fees are paid in full. Suspension of your home service contract will not alter or extend the Termination Date of your home service contract.
  
  
  The consumer at this time is not eligible for any additional approvals at this time.

  Customer Answer

  Date: 09/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our current house in 12/2020. Our home inspection said all appliances and air conditioning units were working. We purchased a home warranty in 12/2021. We put In a repair call in August of 2022 because our air conditioning unit was not working. They charged us $90.00 to look at and determined the fan in the unit needed to be replaced At that time it was determined this unit was only FOUR years old and in good shape. After reviewing the repair Select Home said they would only pay $150.00 towards the repair of $900.00. When we challenged this they said we need to provide proof the unit was serviced. We have only owned our house for 1 1/2 years and this unit is only 4 years old and it passed inspection when we purchased the house. Every time a repair is submitted they just come up with excuses or red tape and never cover repairs. This is fraud. Why do we pay for monthly coverage and then nothing is repaired? We want them to either cover the repair or refund us all the monthly fees we have paid in addition to the $90.00 fee for looking at unit. They pointed out that buried in the 30 page contract there is a one line about the inspection. Really? Why was this not discussed when purchasing the contract? And since this is a new unit that passed inspection why is that really required? This is just an excuse not to pay. We are in the middle of heat wave and cannot afford to pay for something we bought a contract for. Please help us.

  Business Response

  Date: 09/06/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their claim resolution for not having records. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions as well as how the agreement works. The consumer was informed that without the requested records the maximum allowance is $150 per section 9.1.2 of the agreement.

  Customer Answer

  Date: 09/06/2022

  
  Complaint: 17793415
  
  I am rejecting this response because: it is just an excuse not to repair our item.  This is the pattern.  They charge monthly fee.  Then they charge repair visit.  After that there is always a reason why the repair is not covered. This is a fairly new unit that passed inspection when we purchased the house.  We have had no problems.  We have only owned house for one year.  The repair person noted the Unit was newer and clean and in good condition. The blower  is out. The repair costs $900 and they want to give us $150?   We want it repaired  as part of our contract. They are refusing to pay because we dont have the former owners records?

  This is deceptive and borders fraud. Why are they allowed to stay in business?  We had the same issue at another property.  We need help against these companies that lie and steal   My husband did receive a call but they made no effort to work with us  

  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/15/2022

  The consumer rejected our response disagreeing with their determination.
  
  ****** A/C and heating was dispatched to the consumers home for diagnosis. Diagnosis revealed that the fan motor and air handler worn out and need it be replaced. It was requested that the consumer submit three years maintenance records for review per section 9.1.2 of their warranty agreement.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity,power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils.Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches,timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets,leak searches, lights, noise, refrigerants, valves, dispensers,installation,electrical failures,upgrades
  
  The consumers claim was approved for their full policy allowance of $150 per section 9.1.2 of the agreement as three years maintenance records have not been received. The consumer has been sent a reimbursement form for $150 which was accepted and resubmitted. The consumer will be reimbursed $150 via check. The consumer will be notified via email as soon as their reimbursement heck is mailed out.

  Customer Answer

  Date: 09/16/2022

  
  Complaint: 17793415
  
  I am rejecting this response because:
  
  How can we provide three years maintenance records when we bought the house 1 1/2 years ago?  Im addition they jacked up the repair.  We worked with vendor and they only charged us $400. They are frauds.  Just refund us all the monthly fees we have paid you.  And please give me guidance how how to pursue fraud with state agencies. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/23/2022

  The consumer rejected our response stating that they cannot provide us with the requested records.
  
  Since the consumer is unable to provide us with the requested three years maintenance records their claim is approved for their full policy allowance of $150 per section 9.1.2 of their warranty agreement.
  
  Per section 9.1.2 of the consumers warranty agreement it states that if three years maintenance records are not available the maximum allowance for their claim will be $150. Since the consumer confirmed that they do not have the requested records their claim is approved for $150.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures,power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment,clogged drains or lines, cosmetic issues, gaskets, leak searches, lights,noise, refrigerants, valves, dispensers,installation, electrical failures,upgrades
  
  The consumers claim was approved for their full policy allowance of $150 per section 9.1.2 of the agreement as three years maintenance records have not been received. The consumer has been sent a reimbursement form for $150 which was accepted and resubmitted.
  
  The consumer has been reimbursed $150 via check #***** on 9/19/22. The consumer should be receiving their reimbursement heck within the next few business days.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My AC stopped working for the 2nd time in 2 years. I called SHW to have it fixed. they send me an email that this AC is not covered, the same one they worked on 2 years ago. tight now I have been on a phone for an hour and 45 min to speak to a supervisor *******. they are just ignoring me. I paid for 5 years of home warranty in advance so I don't have these issues. they are just a ripoff.

  Business Response

  Date: 09/05/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer was informed that we will go ahead and work on getting a technician dispatched right away. The consumer was also upset with their roof leak claim. The consumer stated that the storm blew off shingles and needs new ones. The consumer was explained that our agreement covers basic patchwork not shingles.

  Customer Answer

  Date: 09/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without my kitchen refrigerator since June. Select Home Warranty put in the wrong number to order the part needed. The Appliance Guys told them after finding what had happened and told them the right part is not discontinued and can be ordered. Select has basically said to bad we will not fix it we closed her account. They said they will give me $185.00 if I buy a new refrigerator and send them the paid receipt. I have been on the phone with them for days and so many hours I can not begin to tell you. They would put me on hold for long periods of time trying to get me to hang up. I told them that I am a widow in not the best of health and need this to be taken care of. One of the men actually has screams at me on 2 different occasions. I just need help!!Thank You

  Business Response

  Date: 09/06/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their $185 cash in lieu approval. The consumer was informed that parts research will be done and If parts are available we will order them and have it shipped to their home if not they will review and see if they are able to provide an increased cash in lieu approval.
  
  Parts review  were completed and the consumers claim was approved for an increased allowance of $285 towards the cost of replacement per section 8.3.

  Customer Answer

  Date: 09/06/2022

  
  Complaint: 17793065
  
  I am rejecting this response because:

   I am told by the repair company that these parts are available and Select will not order them.
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 09/15/2022

  The consumer rejected our response stating that they were told the parts were available and Select would not purchase them.
  
  Per the diagnosis received it was determined that the consumers claim was approved for $185 towards the cost of replacement per section 8.3. As a show of good will the claims manager offered to increase the approval to $275 which the consumer accepted.
  
  The consumer was sent a reimbursement form for $275 which was accepted and resubmitted. The consumer will be reimbursed $275 via check.The consumer will be notified via email as soon as they reimbursement check is mailed out.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The evaporator coil on my HVAC busted causing ***** leek and at same time my blower motor stopped working. I filed a claim and i had a technician out to diagnose the issue. the technician recommended that since the evaporator coil and the motor both have issues cost of repair would be more than replacement. Select home warranty declined my claim saying that since there is freon leek which is not covered the whole claim was denied. although the leek was a result of the broken/busted evaporator coil which is not in their list of not covered item. the whole claim is denied. when you ask to escalate or mention you would go to consumer court the agent tone changes and they get rude immediately (agent name *****) and wont let you speak anymore or speak over you.

  Business Response

  Date: 09/05/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claim denial.The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as how the agreement works. The consumer was explained that once the unit leaks freon we cannot cover the entire system per section 6.3.6. The consumer stated that it ruptured it didnt leak. The consumer was explained that either way they have a freon related issue which is not covered.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a warranty claim on 8/23/22 for my a/c unit. I received an automated confirmation email, but never heard from someone with the next steps. So I called to follow up and they said "they were looking to dispatch a contractor. I received an automated text and email with the contractors info, no response. I called the contractor, they told me it would be over a week. I called the claims ***** again, they said they would look for another contractor to dispatch out. I again heard nothing. I received another automated text and email with the new contractors info, again no response after me filling out the "time available".I called the new contractor just to be told they don't even service my are. I then got contacted my the original contractor that they might be a able to send a tech to my home on 8/25/52, I took the appt. A technician came out and diagnosed the problem and sent everything to Select claims on 8/26/22. I called 8/26/22 to follow up on the claim and was told it would be another 1-2 business days for a decision to be made. We live in ********** where the temps are well above 100 degrees making the inside of the house even hotter, and we have a small indoor dog. I just called again this morning and they asked me for the same items they emailed me about on Friday 8/26/22, even after I had already responded to the email. Then said it will be another 1-2 business days.The phone reps again say they have no authority to transfer me to a supervisor or their "resolution" department because it is an internal department and they do not talk to customers. I paid for the ************* plan which includes the repairs of the issue with the a/c up to a new unit and we are now going on 6 days with no a/c and no appt. to even have the repairs done.

  Business Response

  Date: 09/02/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their $150 resolution for not having records. The consumer stated that they were never told about it. The claims manager explained our terms and conditions at length as well as how the agreement works. The consumer stated that they will keep the coverage in effect for now.

• Initial Complaint

  Date:08/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim on my ac unit a second time and Im enduring inconsistencies and unprofessional service this time around. My first claim with ac had no issues and seemed effortless with the company and our only $75 deductible. My second claim, Im going through hurdles and still havent spoke with a supervisor or someone from a management position. Our ac is still inoperable and we filed a claim on August 12, 2022. SHW is only covering 10% of the cost (total service cost was about $1500). And Im being told that I need to provide the last 3 years of maintenance to help increase the 10% coverage. Why am I all of a sudden subject to provide 3 years of maintenance? This was never mentioned to me that this would be a requirement. It was certainly not mentioned from my first claim and they covered the entire cost. I dont understand the inconsistency. My wife and I called on several occasions and their default answer was that wed hear from someone within ***** hours. And on August 28, 2022, we still havent heard from higher management. Ive written several emails back and reviews and still havent heard from someone willing to address the inconsistent policies.

  Business Response

  Date: 09/02/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the $150 resolution or not having records when records werent requested. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as how the agreement works. The consumer will try to get them bit without it we will not cover more than $150.

  Customer Answer

  Date: 09/02/2022

  
  Complaint: 17788555
  
  I am rejecting this response because: 

  I emailed and attempted to call several times to reach back to the manager assigned to my claim. After a licensed technician that was assigned by SHW inspected our ac unit internally, he discovered a hazardous condition. He provided images showing wires got pulled into the motor system. I explained via email twice to the manager, with the hazardous image attached regarding my current situation. Unfortunately I havent heard anything back after several attempts to talk to the manager. Our first claim with SHW was to service our downed  ac unit in April 2022. The image that was recently provided to me by the licensed technician demonstrated substandard protocol and negligence that lead to a hazardous condition at my home. Therefore I am pursuing full settlement from previous service that was done in April 2022.

   

  I am still awaiting response from the assigned manager for resolution.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/14/2022

  The consumer filed a claim for their A/C system on 8/12/22.************************* was dispatched to the consumers home for diagnosis. Diagnosis revealed that the fan motor and capacitor need to be replaced. It was requested that the consumer submit three years maintenance records for review per section 9.1.2 of their warranty agreement.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity,power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils.Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches,timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets,leak searches, lights, noise, refrigerants, valves, dispensers,installation,electrical failures,upgrades
  
  At the present time the consumers claim is approved for their full policy allowance of $150 per section 9.1.2 of their warranty agreement as three years maintenance records have not bee received.

  Customer Answer

  Date: 09/16/2022

  
  Complaint: 17788555
  
  I am rejecting this response because:
  

  In addition to the policy quote from the same reference number, it also states that the policy covers mechanical breakdowns.  The mechanical breakdown was caused by the substandard re-installation from previous claim in April 2022.  The agreement from reference 9.1.2 claims that it does not cover any systems or appliances as a result of "improper installation."  Please advise, this was a "re-installation" by the company (approved by SHW) who serviced it in April 2022.  Furthermore, a second company who serviced and discovered the "re-installation" in September 2022 stated that it became hazardous and if it was done appropriately, a second claim would have been prevented (which the second company provided documentation stating what they have discovered).  

  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/23/2022

  The consumer rejected our response disagreeing with their determination and stated that their unit failed a mechanical breakdown.
  
  The consumers claim was not denied for improper installation or denied at all.
  Three years maintenance records were requested from the consumer as required per section 9.1.2 of their warranty agreement. Section 9.1.2 of the consumers warranty agreement it states that the consumer is required to have maintenance done on their unit. If three years maintenance records is not available their claim will be approved for $150 in accordance to section 9.1.2 of the agreement.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures,power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches,lights, noise, refrigerants, valves, dispensers,installation, electrical failures,upgrades
  
  The consumers claim was NOT denied. The consumers claim was approved for their full policy allowance of $150 per section 9.1.2 of there warranty agreement as the consumer did not provide us with the requested three years maintenance records.
  
  The consumer has been sent a reimbursement form for $150.Once accepted and resubmitted we may proceed with having their reimbursement check processed.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 09/23/2022

  
  Complaint: 17788555
  
  I am rejecting this response because:
  
  The policy quote from the same reference number, it also states that the policy covers mechanical breakdowns.  The mechanical breakdown was caused by the substandard re-installation from previous claim in April 2022.  The agreement from reference 9.1.2 claims that it does not cover any systems or appliances as a result of "improper installation (first sentence). First sentence if this reference is irrelevant. Please make a significant note, this was a "re-installation" by the company (approved by SHW) who serviced it in April 2022, and not an installation. Furthermore, a second company who serviced and discovered the "re-installation" in September 2022 stated that it became hazardous and if it was done appropriately, a second claim would have been prevented (which the second company provided documentation stating what they have discovered).  
  

  Although I do not hold a 3-year historical maintenance service, the company appointed, hired, chosen, designated by SHW executed improper re-installation to my a/c unit that created a hazardous situation to my home, according to the note stated by another company who serviced my a/c unit in September 2022. *** sent a copy of the note to the assigned manager to my claim. I have opened my lines of communication and up to this date, I have not received an answer to my question as to who is accountable for putting my home in an inoperable and unsafe state.
  
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 10/03/2022

  The consumer rejected our response stating that our agreement covers mechanical breakdowns.
  
  Our agreement does cover mechanical breakdowns. However, section 9.1.2 of the agreement states that if three years maintenance are not available the consumers maximum allowance for that claim type will be $150. The consumers claim was NOT denied. The claim has been approved for the full policy allowance of $150 per section 9.1.2.
  
  Three years maintenance records were requested from the consumer as required per section 9.1.2 of their warranty agreement. Section 9.1.2 of the consumers warranty agreement it states that the consumer is required to have maintenance done on their unit. If three years maintenance records is not available their claim will be approved for $150 in accordance to section 9.1.2 of the agreement.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity,improper wiring, inadequate or lack of capacity, power failures, power surges,overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves,door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise,refrigerants, valves, dispensers,installation, electrical failures,upgrades
  
  The consumers claim was NOT denied. The consumers claim was approved for their full policy allowance of $150 per section 9.1.2 of there warranty agreement as the consumer did not provide us with the requested three years maintenance records.
  
  The consumer has been sent a reimbursement form for $150. Once accepted and resubmitted we may proceed with having their reimbursement check processed.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 10/04/2022

  
  Complaint: 17788555
  
  I am rejecting this response because:
  
  I have acknowledge responsibility regarding my lack of 3 years preventative maintenance documentation and that I am not afforded the full amount.

  However, SHW needs to acknowledge responsibility that they have appointed and hired a company who apparently caused a hazardous situation to my AC unit and my home.  A second service to my AC unit could have been prevented if the company hired and appointed by SHW performed a correct procedure, which was documented by a second company (also appointed and hired by SHW).  This is complete NEGLIGENCE on SHW's part and have submitted a demand letter to the assigned manager to my case.  

  
  Regards,
  
  *****************************

  Business Response

  Date: 10/13/2022

  The consumer rejected our response stating that they acknowledge that they do not have records and want Select to acknowledge that the technician dispatched caused a hazardous situation.
  
  The technician dispatched was sent to diagnoses the unit and not do any repairs which is what was done. Technicians diagnosis revealed that the air handler blower fan motor and coils were defective. The technician did not do any repairs other than diagnose the unit.
  
  The consumer stated that the technician dispatched caused hazardous situation which is incorrect. The consumer had previous repairs made on the unit in April 2022 and did not proceed to file another claim till August 2022 stating that they are having issues with the unit. The unit was in proper working order after the initial repairs were completed and the consumer had not reported any issues till approximately 4 months later which is considered a new issue with the unit.
  
  The consumer was unable to provide us with the requested three years maintenance records and their claim was approved for $150 per section 9.1.2 of their warranty agreement.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures,power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches,lights, noise, refrigerants, valves, dispensers,installation, electrical failures,upgrades
  
  The consumer has been sent a reimbursement form for $150.Once accepted and resubmitted we may proceed with having their reimbursement check processed.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 10/13/2022

  
  Complaint: 17788555
  
  I am rejecting this response because:
  
  Message from SHW continues to demonstrate NEGLECT and continues to evade my question of whos responsible for putting my home at risk after SHW appointed and hired a company who performed poor workmanship to my AC unit. I have submitted my Demand Letter via email to executive personnel and Ccd the manager appointed to my case. If suspense date is not met, I will press forward to further actions stated from my Demand Letter.

   

  The manager has called me before to point out that I lacked the 3 years preventative maintenance service which Ive acknowledged. However, SHW havent acknowledged the question Ive posted.

  
  
  Regards,
  
  *****************************