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 LLC

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

• 

  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

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: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 purchased a ************* plan on 4/11/2022 for the amount of $699.99 I called in for my first claim around Aug 10th, 2022 for a dishwasher that was dumping water out of the side and overflowing the electronic control panel. The 1st company that they contacted "******************** Repair" delayed in getting back to me for several days. I finally got hold of there customer service person. They said they could book me about a week out but only on Thursday of Friday. They told me they only service "Select Home Warranty" (SHW) calls two days of the week.I have 12 people coming to my house starting August 29th.I called SHW back they apologized and asked for another chance. I reminded them of my deadline and agreed to another technician. On 8/15/22, I got an email from SHW stating that Techxpert Appliances Repair had accepted the job. No calls from Techxpert Appliances Repair LLC, no answer to any of my calls.I called SHW back and explained the issue. I again reminded them about my deadline. They apologized again and they called out to Coastal Appliance Repair. This time I immediately called the repair facility. After two calls to an answering service, a man called me back and we discussed dates for him to be onsite. The scheduled date was Aug 26, 12:00pm. I called them, SHW called them and no answer. Again, SWH apologized and asked for another chance. I reminded them that the group of people would be here in 2 days.I called SHW. I told them I wanted a full refund for non performance. After bouncing from one person to another, I was talking to person that told me I would only get $434 by check within 3-4 weeks.I can not wait anymore. I have no faith in this company. I am prepared to tell all **** of my clients about SHW practices. I informed them of this. They seemed unconcerned. I am the owner of a communications company with a vast network of businesses. Most of them are builders and repair facilities.

  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 three technicians were assigned and no one came out to their home. The claims manager reviewed the consumers account. The consumer was offered to secure their own technician and be pre-approved for up to $150. The consumer did not accept and requested a full refund. The claims manage reviewed the consumers account. The consume was approved for a full refund.
  
  The consumer was refunded $669.99 a full refund back to their credit card on 8/30/22. The consumer should be able to view the refund on their credit card statement within the next few business days.

  Customer Answer

  Date: 09/04/2022

  [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 took out a 3 year Platinum Plan with SHW. My ac broke and a technician came to fix it.Then 3 weeks later the other system went down. I live in the desert in a one story house. As most desert homes have 2 acs one for front half other for bedrooms. When I took out policy I told them all of this. Now they are saying they will not cover the unit, even though it is a main unit.They also declined to send someone out to look at my broken pool filter that I submitted several months ago. I was happy to be paying service charge to see what the issues are.I am a 70 year old widow, and this company is a total scam. Its killing me. I have called a local tech to come look at ac.I got an estimate for pool filter which is $1100.

  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 was denied. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that our agreement covers 1 unit and if they have extra units they need to purchase the additional coverage at the time of enrollment. The consumer was explained that since they did not purchase the additional coverage for the additional unit their claim cannot be covered at this time.

• 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 was sold a home warranty policy by SHW. During the sales process, the sales representative explains all components that are covered in sections 6.1 through 6.4.11. They don't disclose all the exclusions in sections 8 & 9 that are reasons why they won't cover most claims filed. This company is a total fraud. When I tried to get a refund of my policy 1/3 into the agreement, they came up with a handful of rules that aren't stated in the policy why they will not refund me any money.

  I am trying to cancel my warranty contract that is only about 1/3 into the term of the contract. I have spoken to at least 6 employees in the cancellation department and none have been willing to help me cancel the warranty. They all come up with excuses why they won't refund any money to me. They tell me I have outstanding claims; however, these claims were never completed. Each representative tells me they need to research my policy or escalate the issue to the corporate office, and they have to call me back. No one calls back and they provide fake phone extensions to never be able to get in touch with them again. I then have to call back the customer retention department and start the process all over again to continue to get no resolution.
  

  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 coverage and $45 cash in lieu approval for the fan. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that we cover ************** grade unit. The consumer was informed that they have a 52 inch fan. The consumer was informed that they can purchase a ************** grad unit and submit for reimbursement. The consumer did not accept their claim determination.

  Customer Answer

  Date: 09/02/2022

  
  Complaint: 17779235
  
  I am rejecting this response because:  at this point I am trying to cancel my contract.  I am about 1/3 into my contract and am due a refund; however, multiple calls to the customer retention department have resulted with no resolution.  On multiple occasions, I was told by the representatives that they need to determine the refund due to me and will call me back within 1 business day.  I have yet to have any call returned.  The representatives provide their phone extension; however, when I call no one answers and I get directed to voicemail.  I have left at least a dozen messages that are never returned.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/13/2022

  The consumer rejected our response stating that they are trying to cancel services and are unable to do so.
  
  
  Per the consumers rejected our response their warranty agreement has been cancelled per section 13.2.
  
  13.2.Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this Agreement. In the event you cancel within the thirty (30) day period, You shall be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select.
  
  
  Below is a breakdown of their refund:
  
  Coverage for 413 Days Used @ $1.51 per Day = $622.31; Add Cancellation Fee of $75.00 =$697.31; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $1374.00 Totals a Refund of $676.69.
  
  The consumer will be refunded $676.69 via check. The consumer will be notified via email as soon as their refund check is mailed out.
  

• 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.

  On October 27, 2020 I purchased a 5-year home warrantee plan from Select Home Warrantee and prepaid for the full term in the amount of $2,134.90. My contract number is ********* and the policy will end one end on November 26, ****. I have a Kenmore Elite Smartheat Quiet *** 9 HE4 clothes dryer, Model # ************ Serial # *********, and Type: *********************. I filed my 4th claim for a repair of this appliance on 8-23-22 and case # ******** was assigned. They were quick to respond initially and assigned the service work to a company in our region. I called the service provider to schedule the repair only to be told that they DO NOT service my home address area.!!! I have called backed twice to explain the originally assigned service provider DOES NOT cover my address area. The last time I ask to speak to a supervisor and was told that I would get a call back...that was 3 days ago!!! Our dryer is not working at all. Anything you can do to resolve my problem would be greatly appreciated.

  Business Response

  Date: 09/01/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that we did not dispatch a technician for their dryer claim. The claims manger reviewed the consumers account. The consumer was informed that we made three attempts to repair the dryer within the past year. The consumer was informed that their unit is 12 years old and they are approved for $225 towards the cost of replacement per section 8.3.  The consumer accepted.

• Initial Complaint

  Date:08/25/2022

  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 purchased a home warranty to help with breakdowns of house hold appliances. I filled a claim and was told to pick times that would for me which I did and was told that a repair technician would contact me and I have not heard anything. I have a broken dryer and no way to get my laundry done. Im regretting ever purchasing from a company that just takes your money and doesnt do what they say they will

  Business Response

  Date: 09/01/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB> The consumer was upset that there is no technician in their area. The claims manager informed the consumer that they have been assigned to their account toa assist them. The consumer was instructed to submit the make/model and serial number so we can dispatched a technician or they can secure their own for up to $300 pre approval. The consumer will submit the requested information.

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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 cannot reach business for refund! No one answers the line when you are transferred to "Customer Loyalty" and you cannot reach anyone for refund.

  Business Response

  Date: 09/01/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their claim denial. The claims manger reviewed the consumers account. The consumer was explained our terms and conditions as well as how the agreement works. The consumer was explained that their coil was leaking and rusted. The consumer was explained that both of those issues are not covered. The consumer was upset with the determination and requested cancellation of service. The consumer was informed that their agreement will be cancelled per section ****.

• Initial Complaint

  Date:08/25/2022

  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 home warranty with this company. I called them back in June to file a claim. They were supposed to send someone out to my home. They told me to give two weeks. They gave me permission to get my own mechanic. I hired a mechanic and he told me it would costs $850 to fix the issue. He gave this info to Select. Then they started asking me for maintenance records. I sent them what I had and they said they would only pay $150 out of $850. Now they are telling me they will not send me the $150 until I pay them. The amount was already approved.

  Business Response

  Date: 09/01/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they did not receive their $150 reimbursement. The claims manager informed the consumer that they will make sure it goes out right away.

• Initial Complaint

  Date:08/25/2022

  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.

  Sold a home warranty that was to cover my A/C unit along with the rest of my appliances. My worries were over, everything would be covered and if it couldn't be fixed it would be replaced. I was told that I would have freon coverage. I was also told if I eve had any problems to call Mr. **** , and he gave me a personal phone number. When I had problems I called and there is no Mr. ***** My A/C went out and now they don't want to cover it stating they will not cover freon leaks.

  Business Response

  Date: 09/01/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied when they purchase the rider for freon. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that they do have the additional overage selected but it only covers the replenishment of freon for up to $250. The consumer was instructed to submit invoice once they have it.

• Initial Complaint

  Date:08/25/2022

  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.

  My A/C broke down on June 22, 2022. I call Select Home Warranty. She told me that she would get in touch with a A/C man. And he would call me to set a date to come to fix it. It probably would take 24 to 48 hours, before he could come. *** A/C called me that day, said they called him about my A.C repair, but he said he didn't work for them anymore. If he came, I would have to pay for the repair. After he came the same day June 22, 2020, he checked it and told me it would cost me $408. for the repair and labor. I told him to call Select Home Warranty first to see if they would revise me all my money back first, before it fix it. he call them talk to a lady there, she told him, they would Reimbursement me the $408. he told the lady to tell me that, she did tell me they would Reimbursement my $408. if I would pay him for it. He did repair it and I paid him the $408. ***(repair man) send them by text the amount of the cost of fixing my A/C. I did send them a copy of my record of all the service has been done to it in the past. After a week went by I didn't hear or got anything from them about the Reimbursement of my $408.. So I did call them on July 2, 2022 and ask her about my refund of $408. She told me that the the claim was still reviewing my service i had done on it in the past. I told her, why was I told I would get my $408. back if I would pay it, you're tell me they are reviewing my past record of the service I had on it. She said they would send me a email some time that day about it. I didn't receive email, I call back a couple days later. He told me that I would only get $150. on my payment I paid to fix it. They did send me a check and I received it on Aug.14,2022, i deposit it on Aug 15, 2022. I check my bank account on Aug. 24,2022 and the bank refund them back $75.00. They never told me anything about the wanted the $75. back for. I do feel they did broke there Reimbursement Agreement, their policy, I should get my Total Amount $408. or my $75.00.

  Business Response

  Date: 08/31/2022

  A claims manager reached out to the consumer regarding the complaint field through the BBB. The consumer was upset that they were charged a $75 fee after they cancelled service. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions as well as section ****. The consumer was explained that if they stay for the full 1 year term that is when they are not charged but since they terminated services early they are charged a fee. The consumer was however informed that as a show of good will they will go ahead and waive the cancellation fee.

  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,
  
  *****************************

  Customer Answer

  Date: 09/09/2022

  
  Complaint: 17766964
  
  I am rejecting this response because:
  
  

   I'm sending you this email regraud of the below complaint. I had file against Select Home Warranty. I did call there this ****** 9/8/2022, because I haven't recieved or heard about the money they, had weavier. I wanted ask her, when was they refunding my $75.00 back, since they told BBB it was being wavier back. She told me that, they wasn't going to refund it back to me, because of the one year policy. I wanted you to know, that they aren't going to refund the $75.00 now, after they did say he was going to wavier it. 

  
  

  Then I spoken to ********************* in the ******************* And he said, that they had to review my reguest  for getting the $75.00 refund. because of canceled my policy within the year of it. But like I said the manwas talkingwith at first before I sign up for Select Home Warranty and he was expalining to me about the policy and agreedment. He did tell me that I could cancel it at anytime... I did ask him if I cancellation it anytime, would there be a charge for cancellation. He told me no, but if I had paid the monthly payment and cancelled it, then they would have to refund me the money, rest of the money, would been left in that month. 

  
  

  The lady, I first talk with this morning 9/8/2022, told me that I wasn't getting the refund back of $75.00 because of I had a one year policy agreedment and I had cancel it before the one (1) year.

  
  

  Then when talk to ********************* this morning on 9/8/2022, he's in the billing department, he said that they had to review about refunding my $75.00, since the agreedment was cancel within the one (1) year was up.

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

  Business Response

  Date: 09/15/2022

  The consumer rejected our response stating that they have not received their $75 refund.
  
  
  The consumer was refunded their $75 cancellation fee on 9/15/22. The consumer should be able to view the refund on their credit card statement within the next few business days.

• Initial Complaint

  Date:08/24/2022

  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 purchased a home in February2022&purchased an extended warranty with this company, the first time my air went out and was in April14th no one showed up until the18thof April.I was in heat with newborn. They sent a company out and by May10th it had stop working again. I called back& was told someone would contact me to reschedule a tech to come out I called again in May and was told "a tech will be calling you but you're have to wait. No one ever called this went on in June and then they tried to charge me another service fee. I contacted them all of June and July. I asked could I find my own HVAC company &be reimbursed and was told "No, because they have a contractor for the so they have to send the tech," I waited &kept calling asked to cancel and they stated if I canceled the service that they are not even doing, I would be charged a fee and not given my money back for the remained of the contract. I never could get the previous tech out because he stated" they owe his company money and he was no longer working for them". I didn't have a new tech until August 9th and he came out to fix it and they suggested that I should buy a extra warranty because I have another unit but I couldn't figure why I should I do that and they can't seem to get the 1st unit corrected. I called them on 08/23/2022 and told them the unit is not working again. I was told because it hadn't been thirty days I would need to contact the tech myself so they provided me with the contact information and the claim number. However, today I called fifteen different times because I received nine emails stating that someone had been assigned and afterwards they would send an email sating the tech was canceled, I spoke with ****** last and he refused to let me speak with a supervisor nor get find out any information from dispatch regarding a tech, instead he put me on hold for thirty minutes and then hung up. I have a sprained ankle and shoulder and can't sit& sleep in heat nor can I leave my home.

  Business Response

  Date: 08/31/2022

  A claims manger reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the customer service representatives and delays. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer was provided with the claims manager contact information for direct assistance going forward. The consumer stated that everting is working now. The consumer was informed to contact them directly for anything else they may need.