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

• 

  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

• 

  XPD Warranty Group, Inc

  1999 Bryan St STE 900 Dallas, TX 75201-3140

• 

  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:08/26/2022

  Type:Order 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 was called by a representative From Select Home Warrantee on August 8, 2022, soliciting me to purchase their home Warrantee; my long term contract with American Home Shield was expiring on 08/17/22. When I was informed that there would be a 30 day waiting period, I declined this three year contract offer. I was told by the representative, *********************, That he could wave the 30 day waiting period if I could prove that I was covered by another home warrantee up until 08/17/2022, which I emailed the proof. Then on 08/26/2022, I called to have my garage door opener repaired, which required a replacement. The claim was denied because it had not yet been 30 days. When I explained that the 30 days was waived in order to purchase the contract, I was told that, yes, the 30 days was waived for repair only, not replacement. That was never mentioned by the sales person; ether the 30 day waiting period was waived or it wasn't. After hours on the phone, I had my credit card cancel the $1416.00 that was charged to my credit card because the charge was made under false pretense or a fraudulent claim; I am still out the $65.00 trade fee that I had to pay the repair man, that was approved by this fraudulent business.

  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 with their determination for no replacements when their waiting period was waived. The claims manager reviewed the consumers account. The consumer was informed that they did have a 10 day waiting period but they still do not qualify for any replacements within the first 30 days of coverage becoming effective per section ****. The consumer requested cancellation of service. The consumer was informed that their agreement will be cancelled per section ****.

• Initial Complaint

  Date:08/26/2022

  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.

  Called Select Home Warranty 6 weeks ago to file a claim for plumbing in my Master Bath. Toilet was flushing very slowly or not at all. The Agent I spoke to said that they could not file a claim because my policy was expired! I pay them monthly and the payment is drafted out of my account every month. After explaining this to him and asking how my policy was expired if this was the case, his answer was he was not sure and the policy would have to be reviewed and made current before they could file a claim. Asked to speak to a Supervisor and was told there was no supervisor there. I asked for the number to a Supervisor. He told me he did not have a number for a supervisor. I had no option but to have my account reviewed and he informed me would take 5-7 business days. I explained that would mean me being with a working toilet in my master bath for a week. He apologized and explained that it could be reviewed sooner than that but 5-7 days is standard. He said that he would call me back as soon as the policy was current. I called back exactly a week later to check on the status of my account and was informed the error with my account was fixed and that it was current and I could file a claim. I asked why I never received a call like I was supposed to when the error with my account was fixed? The representative explained they were not sure why. I filed the claim and 2 days later received an email stating that all of their contracts were backed up and were not sure when they would available. The email stated that I could hire my own contractor to do the work and they would have to call and get the repairs approved and they would issue a check to the plumber. Why would I hire my own plumber when I pay for the service the warranty company provides and they will have a hard time getting paid. Called them a 1 wk later, they sent the claim again. Same email 2 days later. Third time I called, it was escalated, got the same email! Still not fixed! No one will work for them!

  Business Response

  Date: 09/02/2022

  The consumer filed a complaint through the BBB due to issues with their warranty service. A claims manager attempted to reach out to the consumer to discuss their claim concerns to no avail. At the present time we request that the consumer contact ***** at extension **** or via email at ****************************************** to discuss their claim concerns.

• Initial Complaint

  Date:08/26/2022

  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.

  Anyone reading this, please listen to these complaints. I purchased this warranty service Because for some reason its rated the 3rd best warranty company, Its not true. I asked the sale person to be completely honest and tell me about any fees. He said no fees. This is where the scam begins. First i was told I can make a claim after 30 days. Didnt make a claim until 55 days. Paid $75 for the visit and I was then told my claim is denied because I was suppose to wait 60days to make a claim. From that point on I know this warranty company is a scam and a joke. I then turned off auto draft from my account to use up my month I already paid for. They still charged me the next month. When you call the sales department they pickup in 2 seconds. Claims department 30 minutes, cancellation department. They made me wait over 1hr. Im positive that is on purpose. After they answer they give you a bunch of free stuff to stay with them. Anyone reading this please dont fall for it. Youre wasting your money. After I said no I want to cancel. I was told I have to pay $75 and the money they auto draft even though I turned that off will be prorated. $345 total in 60 days down the drain. For a repair that wouldve cost $160. Companies like these are legal scams because all the power is in their hands on what they want to pay out for. Please stay away from this company. Even the tech that came out to do the repair told me this company is the worse he works with. For any home warranty remember. There is a very high chance they will deny most claims and you will pay them way more than what they will pay out. Save your self and save your money under the mattress youll have less stress trying to get your money back.

  Business Response

  Date: 09/02/2022

  The consumer filed a complaint through the BBB due to issues with their warranty service. A claims manager attempted to reach out to the consumer to discuss their claim concerns to no avail. At the present time we request that the consumer contact ***** at extension **** or via email at ****************************************** to discuss their claim concerns.

• Initial Complaint

  Date:08/26/2022

  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.

  The contract face page states that they will repair or replace a covered item. I was also verbally told this when I was sold the contract over the phone. A reasonable person would interpret this to mean that if the item can't be fixed, it will be replaced and installed by the warranty company. However, buried in the fine print is that their definition of replacement does not include installation of a working disposal. I was offered a buyout of up to $150 for a replacement garbage disposal (the original one was leaking and was not repairable) with no instructions as to how to submit the bill. I am responsible for ordering it and having it installed at my expense. The entire installation is at my expense as well as their original service call. Other warranty companies do not work this way. Their sales pitch is deliberately misleading as well as deceptive and dishonest. It also takes over an hour to stay on hold every time I need to contact them.

  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 with their $150 cash in lieu approval. The claims manger explained our terms and conditions at length.The consumer was instructed to submit a paid invoice for reimbursement. The consumer accepted.

  Customer Answer

  Date: 09/02/2022

  [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:08/26/2022

  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 placed a claim for my air conditioning with Select home warranty on August 5th. I said it was leaking as I had no idea what was the problem. They got back to me to say it wasn't covered. What? Why? they said it was a condensation leak, I responded with how do you know? It took me 6 calls with (2) going through to redemption department etc. Finally got someone to come out on August 24.... 19 days later with no AC. They recommended I needed a new water pump and also to do a maintenance check, they also said I was low on Freon. Again, I was told nothing was covered as it was a freon issue. Again, I stated that the pump had nothing to do with that. I was then told that I didn't take additional coverage and therefore pump wasn't covered either. I wasn't told about additional coverage. I bought (3) years and have had it for 1.5 years with nothing but trouble and somehow there is always a reason to not cover anything. I even tried to cancel and was told I have to pay a daily rate and then everything that they have been out to fix (It was one dryer and they had to come back twice). This company has the worst customer service and to be honest is a huge con. What a waste of money.

  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 claim delays and that nothing is covered. The claims manager reviewed the consumers account.The consumer was informed that they had many claims covered and the current issues they are having are not covered. The consumer requested termination of service. The consumer was informed that it is not cost effective to terminate and they will assist them directly going forward. The consumer was also offered a free service call fee on their next claim. The consumer accepted.

• Initial Complaint

  Date:08/26/2022

  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.

  Called on august 18 with an issue with my a/c unit. No responses but 1 automated message stating there trying to find a technician. Called back on on 24th and they had no response other than there trying and I can use my own tech. ***** waiting that amount of time I dont want to be responsible for finding my own tech and willing to accept there labor rate. Called back the 26th and being on the phone for 20 minutes and was supposed be transferred to a manager. After waiting an additional 15 minutes it disconnected. All I want is for they to perform thee job or give back the complete contract price and all go my way. I made three total phone calls and one email with no avail. Im old school customer service, you can listen to all the calls and Ive been beyond nice. Didnt know what else to do. Any and all help would be appreciated!

  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 that a technician was not dispatched for their claim. The claims manager reviewed the consumers account. The consumer was offered to secure their own technician. The consumer did not accept. The claims manager informed the consumer that we will set their claim to dispatch and will work on locating a technician for them.

  Customer Answer

  Date: 09/19/2022

  
  Complaint: 17781537
  
  I am rejecting this response because: they said without three years of maintenance records they cannot repair anything above $150. **** only lived in the house for approximately a year and a half. I know their phone calls are recorded so if they wanna pull up the sales called nothing of that was mentioned. I wouldn't known at that point my air conditioner would no way be covered. This has gone on for almost 4 weeks I paid the trip charge and now they wont repair it. The technician even noted in his report that the ** unit looks to be maintained and in good condition. I did my part by buying the policy almost a year ago and paid upfront and this is my first repair. Any and all help would be very appreciated. Thank you!
  When we purchased the home we did have it inspected and everything was functioning properly. It was just about two years ago, we did not move in til six months later. 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/25/2022

  The consumer rejected our response disagreeing with their determination.
  
  The consumer was sent a copy of their warranty agreement at the time of purchase. In addition,  the consumer was able to view our terms and conditions on our website at all times pre and post purchase. The consumer had 30 days from the date of enrollment to review the terms and be eligible for a full refund should they have not agreed with the terms. The consumer opted to maintain services.
  
  *************************** & A/C was dispatched to the consumers home for diagnosis. Diagnosis revealed that the unit is making noise indicating mechanical failure with the compressor. 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 the full policy allowance of $150 per section 9.1.2 of their warranty agreement as three years maintenance records are not available. That is the maximum approved allowance.
  
  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:08/26/2022

  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.

  Purchased service plan with Select Home Warranty regarding a problem with my roof. The company sent someone to assess the problem and gave an estimate for repair. He submitted it to the company and since then we have not been able to reach anyone to resolve the problem. No one has ************** the problem, and I suspect this business is fraudulent.

  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 with their mothers roof leak claim under policy #*********. The consumer requested termination of service on all their warranty agreements. 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 their $150 allowance per section ****. The consumer requested $200. The claims manager was able to approve the increase and provided the consumer with a free service call fee on their next claim.

• Initial Complaint

  Date:08/26/2022

  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 am a realtor, and referred my client to purchased Select Home Warranty to protect against expensive and unforeseen repair bills. We did a house inspection before closing and the report showed everything is working as intended with no pre-existing issue. Unfortunately, the ** broke-down a month after they moved-in. The new owner paid $85 to home warranty to get an ** technician come take a look. Select home warranty requested us to provide the maintenance records for the past 12 months. The previous owner was kind enough to get together the information for us to submit to the Home Warranty, However, after two weeks the home warranty came back and said they can only compensate $150 unless we can provide a 2 years maintenance records. First of all, ***** weather is very hot during the summer and it is not acceptable for home warranty to take 2 weeks to reply back to us. In addition to that, how would a new homeowner has access to the past two year maintenance records in order for them to fully cover the repair? As of now, my client still hasn't received the $150 check after the claim has closed for two month. I am very disappointed with Select Home Warranty and regretted to refer my client to them.

  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 with their $150 resolution for not having records when they just purchased the home. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section 9.1.2 of the agreement. The consumer was explained that they are approved for $150 without the requested records.

  Customer Answer

  Date: 09/02/2022

  
  Complaint: 17780835
  
  I am rejecting this response because: I was told that I will get a link from the rep. that called me for releasing the $150 that we were approved but I didn't get it. 
  
  Regards,
  
  *******************

  Business Response

  Date: 09/13/2022

  The consumer rejected our response stating that they would receive a link for reimbursement and has not gotten anything.
  
  The consumer was sent a reimbursement form for $150 which was accepted and resubmitted. The consumer was reimbursed $150 via check #****** on 9/12/22. The consumer should be receiving their reimbursement check within the next few business days.

• Initial Complaint

  Date:08/26/2022

  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.

  A claim for our air conditioning was filed the end of july. They had a tech come to evaluate it. We were told by select that it was our fan motor and they needed to order the part. I contacted them 3 times and each time i was told that the part was being sent to us and then we would have to contact the tech to set up the service. On Wednesday I was contacted and told that they could not find the part and i would need to look for it. I ask why they did not call the tech and i was told that the contract with the tech stated that select would order the part. They said that they would escalate this to their resolution department and i would be contacted within 2 days. I was contacted on friday, 8/26/22 and told that it was the circulation system and another system was recommended and off course they do not cover that. If that was the case then it should not have taken a month to get an answer. I feel they are just trying to get out of fixing it.

  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 that their claim has been going on for some time. The claims manager reviewed the consumers account.The consumer was explained our terms and conditions. The consumer was explained that the circulation pump is not covered. The consumer was upset with the delay and stated that it should be covered. The consumer was explained that unfortunately their claim cannot be covered at this time.

  Customer Answer

  Date: 09/02/2022

  
  Complaint: 17781005
  
  I am rejecting this response because:
  
  I was never told that this was not covered until a month later. My husband was informed the problem was the fan motor but now they are telling us that it is the circulation pump. I have been told so many different things from several different departments that i have no idea what they are doing. I spoke to their escalation department and they reached out to the techfor them to get the part. I don't think they communicate with each other. If it was not covered i should have been told at the beginning not a month later when i was under the impression that it was covered. They can listen to the phone calls to hear what I was told.
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/13/2022

  The consumer rejected our response stating that they were never informed that their claim was not covered.
  
  The consumer was informed by a representative that as a show of good will the circulation pump will be ordered and shipped directly to their home. The consumer was explained that they are responsible for the cost of installation on the parts.
  
  The circulation pump has been ordered on 9/12/22 and will be shipped directly to the consumer. Once received they may contact the technician to schedule an appointment for the completion of repairs.

  Customer Answer

  Date: 09/16/2022

  
  Complaint: 17781005
  
  I am rejecting this response because:
  
  My understanding was that it was covered. I was told they relooked at the work order and found that it is covered. I have been told so many different things and all I was told was I would have to call the tech to get them out to fix it. I was not told I would have to pay for it. We called the tech and found out that they are not working with select anymore because they have not been paid for their services.

   

  I feel like they are trying to te me what they think I want to hear and then only doing the minimal.

  To this day, we have not received our contract.

  I was told three times by *********************** that they were going to email me a copy and I still have not receive it.   I kept getting told will request to have it sent over.

   

  
  *****************************

  Business Response

  Date: 09/22/2022

  The consumer rejected our response disagreeing with their determination.
  
  The consumer was informed by a representative that as a show of good will the circulation pump will be ordered and shipped directly to their home. The consumer was explained that they are responsible for the cost of installation on the parts.
  
  The circulation pump has been ordered on 9/12/22 and was shipped directly to the consumer via *** tracking number 1ZR6179W0312673807.Per the tracking number it shows that it was delivered to the consumer on 9/14/22.
  
  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 explained that they will be required to pay for installation of the part ordered as our agreement does not covered installation per section 9.1.2 of their warranty agreement.
  
  The consumer is in receipt of the parts and is able to complete repairs.

  Customer Answer

  Date: 09/26/2022

  
  Complaint: 17781005
  
  I am rejecting this response because:

  It was not made clear that I would be responsible for the cost of installation. I was told that they reviewed the claim again and found that it should be covered. I was told that the part would be sent and we would have to contact the tech to get it installed. I was not told that we would have to pay the tech. When they explain things they have not been clear. I am very frustrated because they are not clear when explaining things to me but they tell you that I was told.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 10/04/2022

  The consumer rejected our response stating that they were last informed that the part would be sent out and they agreed to pay for the installation.
  
  The circulation pump has been ordered on 9/12/22 and was shipped directly to the consumer via *** tracking number 1ZR6179W0312673807.Per the tracking number it shows that it was delivered to the consumer on 9/14/22.
  
  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 explained that they will be required to pay for installation of the part ordered as our agreement does not covered installation per section 9.1.2 of their warranty agreement.
  
  The consumer is in receipt of the parts and is able to complete repairs.

  Customer Answer

  Date: 10/10/2022

  
  Complaint: 17781005
  
  I am rejecting this response because:

  I only agreed to call the tech for installation but was never told I would need to pay. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 10/16/2022

  The consumer rejected our response stating that they were never informed that they would need to be pay for installation.
  
  
  The circulation pump has been ordered on 9/12/22 and was shipped directly to the consumer via *** tracking number 1ZR6179W0312673807. Per the tracking number it shows that it was delivered to the consumer on 9/14/22.
  
  Per our response on 9/22 & 10/4 it has been stated in writing that the consumer will be responsible for any installation costs as our agreement does not cover installation 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 explained that they will be required to pay for installation of the part ordered as our agreement does not covered installation per section 9.1.2 of their warranty agreement.
  
  The consumer is in receipt of the parts and is able to complete repairs.
  
  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:08/26/2022

  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 a property at *******************************************************************, for which I have warranty from Select home warranty since 2017. I have filed for a plumbing claim for a faucet leak, this is the fourth time Weve submitted a claim for the same (dates: 1/28/21, 3/21/21, 4/5/22 and in August 22) and each time they would just do what I call a band aid fix that would only temporarily address the issues that caused leaks under the sink with hose and faucet handle. I have fixture coverage with select home warranty, however they are asking for $500 copay to replace a kitchen sink faucet????

  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 claims process and overall delay. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer requested to hire their own technician to repair the kitchen sink. The claims manager informed the consumer that we will revoke the technicians approval and reimburse them once a paid invoice is received. The consumer was informed that their approval is for $142.