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

• 

  XPD Warranty Group, Inc

  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

• 

  Select Home Warranty

  1999 Bryan St STE 900 Dallas, TX 75201-3140

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:08/24/2022

  Type:Product 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.

  They starred to charge on my Debit card without our consent. We brought to their attention, and they promised will refund our money. They Never did. Then coverage started on July and after more than 30 days with had an issue and we requested service. They had a guy come to our property and charges us $65. We asked what that fee was for? He said it is payment insurance deny paying and we as a customer must pay to him. After he left the insurance company denied coming out and service the item with issue. They said we must have been waiting another 30 days in order to get the issue be resolved, THIS COMPANY IS A TOTAL FRAUD. They take innocent people money, and they deny service to over 85% of the time. There must be a serious investigation into this BIG SCAM COMPANY.

  Business Response

  Date: 08/31/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer requested a full refund. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that we do not cover replacements within the first 30 days of service. In addition, water heater leaks are not covered per section 6.2.7 of their warranty agreement. The consumer was explained that we cannot change the terms of our agreement.

  Customer Answer

  Date: 08/31/2022

  
  Complaint: 17764304
  
  I am rejecting this response because:
  They never gave the consumer a detailed policy of their insurance coverage. The main reason of our complaint is that we never signed a contract with them. We never consent and give to them the authorization to withdraw from our checking account. They use their marketing techniques with aggressive scam.
  They make many promises which apparently is not what their contract terms are. They are selling the idea that after 30 days waiting period everything is covered and they will not deduct any money from checking account unless they hear from consumer, and they file a claim. This business is a total SCAM & FRAUD. What they sell & promise to consumer is not what & how they treat them after they get their money.
  
  Regards,
  
  ****************

  Business Response

  Date: 09/09/2022

  The consumer rejected our response disagreeing with their determination and stated that they never got the agreement.
  
  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 view the terms and be eligible for a full refund should they have not agreed with the terms. The consumer opted to maintain services. Had the consumer in fact not received a copy of their warranty agreement they would have contacted our office immediately and requested a copy be sent over to them. The consumer did not do that.
  
  When the consumer spoke with the claims manage they were explained our terms and conditions. The consumer was explained that within the first 30 days of service we do not approve any replacements.
  
  10.1. Dimensions, Brand and Color,Limits. Select will not be responsible for matching a system or appliances color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment (hvac), in the first three months of coverage, a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances (non-heating or cooling) in the first three months, a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150, repair/replacement will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event that the part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits. If Freon coverage is selected as an option the limit is $150 for the first three months of coverage and $250 for the remainder of the contract. Furthermore, you agree that during the first 30 days of coverage, no coverage will be provided for replacement of entire systems or appliances of evaporator coils, condensed coils, compressors,control boards, motors of any kind. 
  
  The consumer was also explained by the claims manager that when they filed their water heater claim they stated that the unit was leaking.Per section 6.2.7 of the agreement leaks are not covered.
  
  
  6.2.7. Water Heater. This Agreement covers all modules, components and parts of the water heater necessary to the functionality of the water heater. (i)Control board (ii) thermostats (iii) gas valves (iv) burner assembly(v) heating elements(vi)pressure switches(vii)thermocouple(viii)ignition module(ix) and igniter
  
  Excluded:solar or tankless water heating systems,leaks and pumps.
  
  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: 09/12/2022

  
  Complaint: 17764304
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ****************

• 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 SHW policy for my house about two months ago. My refrigerator started to have some problems. I called SHW and the SHW technician made arrangements to have an appliance technician to come and diagnose the issue. The technician said that a fan in had shorten out. He had to get SHW approval to order part and return to fix the refrigerator. I had not heard anything. I called SHW three days later. SHW did not have any communications from appliance technician on diagnoses. I called the numbers for the appliance tech and first one I was told that it was the wrong number (Appliance Solutions in ***********). Phone number provided by SHW for Appliance Technician never gets answered. I have called SHW warranty two to three times a day on this issue. I am going on week five, yet my refrigerator has not been repaired.I finally called to cancel this contract. I was told that there would be a $75 cancellation fee and my contract fee would be prorated. I was told that I would be receiving approximately $200 refunded. I paid $475.00 for ONE year warranty about two months ago. The appliance technician took the $75 deductible. In total, I have paid $550. If SHW does only send me back $200, I will be out $350 with no working refrigerator. Nothing has been done. ONE BIG SCAM!! I would go more in detail but I am limited here as to how many characters can be used for these reviews.

  Business Response

  Date: 09/01/2022

  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.

  Customer Answer

  Date: 09/02/2022

  
  Complaint: 17764112
  
  I am rejecting this response because: I called the number but did not leave a message, for the message states not leave a message.  I did send an email letting them know.  I will try again.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/13/2022

  The consumer filed a claim for their refrigerator on 7/25/22.Appliance Solution was dispatched to the consumers home for diagnose. Diagnosis revealed that the fan motor needs to be replaced. The consumers claim was approved in full for repairs. The technician has been provided with the approval number for repairs. The consumer may contact the technician to schedule an appointment for the completion of repairs.

  Customer Answer

  Date: 09/16/2022

  
  Complaint: 17764112
  
  I am rejecting this response because:
  

  MESSAGE FROM BUSINESS:
  
  "The consumer filed a claim for their refrigerator on 7/25/22. Appliance Solution was dispatched to the consumers home for diagnose. Diagnosis revealed that the fan motor needs to be replaced. The consumers claim was approved in full for repairs. The technician has been provided with the approval number for repairs. The consumer may contact the technician to schedule an appointment for the completion of repairs. "

  This is ridiculous!  I have let Select Home Warranty know that the numbers provided for Appliance Solutions did not work.  I called the number on the invoice provided by the Appliance Solutions Technician and was told that I had the wrong number.  Every time I called the phone number provided by SHW for the Appliance Solution Technician, I would get no answer.  SHW agents were to get another Appliance Technician but this did not happened.  This process went on for about five weeks.  SHW did fulfill their part of the agreement.  they did not repair my refrigerator.  They took my $475 for the prices of the Warranty.  The technician sent took the $75 deductible, when he came to diagnose the issue.  I am out $550.  They did not fix my refrigerator as promised.  All this time, food was going bad and trashed.

  So after five weeks of calling and not getting my refrigerator fixed, I spoke with a SWH agent to cancel.  I was told that there would be a $75 charge for canceling and the refund would be prorated.  That I would get $200 refunded.  I had the warranty for about two or three months.  I still don't have any refund.
  

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

  Business Response

  Date: 09/23/2022

  The consumer rejected our response stating that they have the wrong number and ultimately terminated services. The consumer stated that they still did not get their refund.
  
  The consumer spoke with a representative on 8/24/22 and requested termination of service. The consumers warranty agreement was 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, the 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 ************ contract.
  
  Below is a breakdown of their refund:
  
  Coverage for 46 Days Used @ $1.51 per Day =$69.31; Add Cancellation Fee of $75.00 = $144.31; Less Claims Incurred by Us of $123.95; Subtracted from original payment of $475.00 Totals a Refund of $206.74.
  
  The consumer has been refunded $206.74 via check #***** on 9/19/22. The consumer should be receiving their refund check 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.

  1. Purchased a 3 year home warranty policy from Select Home Warranty, ******, **********, on June 16, 2022. Policy Cost: $1,275.00. The salesperson stated to us this policy would go into effect after the first 30 days.2. Filed a claim (#********) on August 17, 2022, to have our refrigerator repaired ( not cooling properly). They never sent us a copy of our claim. The company representative stated they will not authorize this claim. They state that in Section ****, Select Home Warranty has another 30 days before they will authorize any claims. In fact, we have 62 days; June 16, 2022 to August 16, 2022, since we paid for the policy.

  Business Response

  Date: 08/31/2022

  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 it should be covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions as well as section **** of the agreement. The consumer was informed that as a one time courtesy we can approve a part of the repairs. The consumer did not accept and requested cancellation of service. The consumer was informed that their warranty agreement will be cancelled per section ****.

• 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 bought this Home Warranty policy on March 4th, 2022. I was told it would help cover repairs in the home especially Heating and **. I am going to retire and living on a fixed income I thought it would help. I have never owned a Home warranty policy. I wanted to use my own Technician when it came to certain things like the ** and furnace due to its a company I trust and have used before. I was told no problem!! In July I put in a claim and called Select and followed the procedure to make sure I did it correctly. The tech spoke to the authorization person on July 1st. The rep. from Select only took down half the information then cut him off she would not take information about the furnace. I asked her did you get everything you need several times. She said yes. The entire ac unit needs replaced as well as the furnace. $9200. I was told I would get a response in 2 days. Did not hear anything so called 1 week later due to no response. I was only going to rec. $650. I did not understand why so little. After calling on 7/8, 7/11, 7/12, 7/13, 7/15, and 7/22 . I spoke to many people and Have their names and times if needed. No one told me how to proceed. I finally was able to speak to a supervisor (***) on 7/22 who explained to me that there was no claim for the furnace. So I placed a claim on the furnace. They spoke with the tech notifying Select the primary issue is the ************* Now I have had made 7 phone calls regarding this and they keep coming back with a heat exchanger issue , which it is NOT!! I even did a 3 way call with **** from Select authorization, my tech ***** with Budget HV** and myself on 8/22 it was concluded then, that the primary issue is the ************ and NOT the Heat Exchanger. Then I get a denial saying the issue is the heat exchanger AGAIN!!! HELP!!! I even offered to send pictures that it is not a cracked heat exchanger. I would like to be compensated for the blower motor, which IS covered under my policy and IS the primary issue!

  Business Response

  Date: 08/31/2022

  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 heat exchangers when ***** never came out. The claims manager informed the consumer that they will review and see what is going on.

  Customer Answer

  Date: 09/15/2022

  
  Complaint: 17761649
  
  I am rejecting this response because:
  
  

  I would like it re-opened.

  This is the response I rec. from their claims ***** after I sent them the Diagnosis from Express Pros (the company they requested to look at the furnace) stating it is the Failure of the ************* Nothing is wrong with the Heat Exchanger! They keep coming back to this and it has always been the ************* Two tech have verified this now!
  

  I will send you a photo of my policy regarding the heating system. The ************ is covered but the Heat Exchanger is not. 

  I have emailed *********************** with Select who reached out to me AFTER I sent the complaint into BBB. I am waiting to see his response.

  Thank you for your help!!

  Please let me know it is re-opened.

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

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

  
  

  Policy Holder: ******************* Policy #: ********* Claim #: 02256638 Property Address: 6313 ************ ******, ******** 80016, *************   Dear *******************, We have processed your claim for policy #*********. After a Review of the diagnosis concerning the specific issue with your HVAC system, your unit does have a Cracked Heat exchanger, it has been determined that your Policy Does Not Cover this issue, the heating sytem has a cracked heat exchanger and unfortunately cracked heat exchanger issues are not covered by your policy. Please see section 6.3.3 of the policy agreement. 6.3.3. Heating System (Primary Only). This Agreement covers all module, components and parts of the heating system necessary to the functionality of the heating system. This Agreement covers the primary heating system of the covered home only, provided that the heating system does not exceed a five (5) ton capacity.  This Agreement does NOT cover solar heating systems or the components thereof. This Agreement does NOT cover any portable heating units or zone systems or wall units or components thereof. This Agreement does NOT cover fireplaces or heat lamps or the components thereof. This Agreement does NOT cover radiant heating systems built into walls, ceilings or floors. This Agreement does NOT cover the following list of modules, components and parts relating to the heating system: (i) air cleaners; (ii) humidifiers; ; (iii) clocks and timers; (iv) flues; (v) flue baffles; (vi) damper motors; (vii) wiring; (viii) fire box; (ix) coils; ; (x) heat exchanger; (xi) piping; (xii) geothermal heating/cooling units; (xiii) water piping; (xiv) valves; and (xv) clogged lines.  The next step would be to have your heat repair/replaced by a technician. Should you have any questions, please call ************ Prompt 5. We hope that your recent call with us was a positive one. Your feedback is very important to us. If you were satisfied with our customer service representative, please share your experience with others by clicking the link below, and rate us. Your feedback really helps. If for any reason you weren't completely satisfied you may review us with the link below as well and we will do our best to make it right. Click the link below and please review us  https://www2.selecthomewarranty.com/reviews Thank you, Resolution Team Select Home Warranty This email is sent by Select Home Warranty. Select Home Warranty operates under the following names: In ***** and ********: XPD Warranty Group, Inc. In **********: Select Home Warranty of CA, Inc. In ******** and ********: SHWP of **, LLC In ******** and Georgia: SHWP of Illinois LLC All other jurisdictions: Select Home Warranty, LLC ref:_00D1Im05g._5008WqAdeF:ref

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

  Business Response

  Date: 09/21/2022

  The consumer rejected our response disagreeing with their claim determination.
  
  A claims manager spoke with the consumer on 9/19/22. The consumer was approved for a full refund.
  The consumer will be issued a full refund in the amount of $1,199.99 via check. The consumer will be notified via email as soon as their refund check is mailed out.

• 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 purchase Select Home Warranty coverage in 3/22 I made a HVAC claim 8/22. I was ask to provide records of maintenance for the past the 3 years. I submitted records of maintenance receipt for 2020-2022 I purchased my home is late 2019, which I explained to customer service. Then I was told the information I submitted was not a detailed receipt and Select would not accept my information. The information I submitted details services was performed on the unit, along with the company or contractor whom preformed the service. I don't have a resolution on my HVAC claim.

  Business Response

  Date: 08/31/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that we are requesting 3 years maintenance records when they moved into the home in 2019 and dont have records. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that maintenance records is a requirement per our agreement and since they do not have records they are no longer eligible for any allowance towards their claim as they were already approved $185 on a prior claim. The consumer did not accept their claim determination.

• Initial Complaint

  Date:08/23/2022

  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.

  Bought a house on March 2 and paid $549.99 for a home warranty. We used our home warranty on April 22 for, what turned into a major plumbing problem costing us $677.00. Select Home Warranty was unable to find a plumber and told us to find our own plumber. We found Plumb Level. Select Home Warranty informed us we were capped at $150.00 for the first 3 months and sent us a reimbursement check for $150.00. We have NEVER heard of that, as we have had them in the past. In early July our ** stopped working on a Saturday night. We filed a claim and even called letting them know we were in *****, and it was 100 degrees outside, and we needed the ** fixed that day because my 92-year-old mother lived with us. They never responded so we did what we did last time and found our own repair man. The ** guy came out and fixed it, Select Home Warranty refused to reimburse us for the repair. I called to cancel our home warranty since it really wouldn't pay out for anything. The first man was a supervisor and said he would get it reimbursed, he never did anything, second lady I spoke to said she was sending it to corporate and WOULD get it reimbursed, never happened, she told me we would only get $173.00 back because we would have to pay back the $150.00, they reimbursed us. The third lady I spoke with assured me she would get a reimbursement for the ** repair, that never happened. I then called the 4th time to cancel, that lady told me we would get back $399.00.The check arrived and it was $163.00. They must have taken out the $150.00 they had reimbursed us for the plumbing. I don't see how they can make us pay that back, since the Warranty was enforce at the time, we used it and that is what it covered. We want a full reimbursement. We were covered for 5 months - it's $45.83 per month - they owe us 7 months = $320.82 refund.

  Business Response

  Date: 08/30/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their refund stating that they were told they would only get $300. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well  as section **** of the agreement. The consumer confirmed receipt of their check and confirmed the check was cashed.

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17759909
  
  I am rejecting this response because:  I did not receive a full refund of the prorated amount. They made me pay back a claim they covered while my policy was active. They claim I should know that I would have to pay it back if I cancel early.  How should I know that when their own employees dont know it.  One employee told me I have to pay it back, the employee that submitted my cancellation told me I did NOT have to pay it back. I cancelled because they wouldnt pay my full claims, so why have it if they dont pay.  Plus we were never sent the contract after the title company paid for it. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/07/2022

  The consumer rejected our response stating that they only received a prorated refund. The consumer requested  a full refund.
  
  Unfortunately the consumer is not eligible for a full refund.The consumer was explained by the claims manager that if they terminated services their agreement will be cancelled per section ****. The consumer warranty agreement was cancelled per section ****.
  
  ****. 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, the 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 ************ contract.
  
  
  Below is a breakdown of their refund:
  
  Coverage for 118 Days Used @ $1.37 per Day = $161.64; Add Cancellation Fee of $75.00 =$236.64; Less Claims Incurred by Us of $150.00; Subtracted from original payment of $549.99 Totals a Refund of $163.35.
  
  The consumer has been refunded $163.35 via check #****** on 8/14/22. The consumer has been serviced and refunded accordingly.

• Initial Complaint

  Date:08/23/2022

  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 service technician came out to my address and said my evaporator coil is bad on my heating and ac unit. Select home warranty has denied the claim and that part is covered under the warranty.

  Business Response

  Date: 08/30/2022

  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 their A/C is covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that once their unit leaks freon we can no longer cover the system. The consumer requested a full refund. The claims manager informed the consumer that they are not eligible for a full refund and if they wish to proceed with termination of service their agreement will be cancelled per section ****. The consumer requested cancellation of service.

  Customer Answer

  Date: 09/01/2022

  
  Complaint: 17759607
  
  I am rejecting this response because:
  The evaporator coil needed to be replaced and the technician said that would fix my unit however he said the unit was a **** unit and because of the age of the unit he could not find the part and the unit needed to be replaced.  The manager that reached out to me was rude and hung ** in my face.  A representative from this warranty company even stated the coil needed to be replaced on their own recored phone line.  Therefore this company is shady looking for loop holes to not pay claims.  I also feel it is wrong to deduct a 75$ fee for early termination of the contract along with one month's coverage penalizing me for paying for a years worth of coverage upfront.  The manager insisted the company would not replace the unit leaving me no choice but to cancel the policy.  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/13/2022

  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 evaporator coil is leaking freon.The unit needs to be replaced. The consumers claim was denied per section 6.3.6 of their warranty agreement as freon, freon leaks and any damage resulting from the leak is not covered per their warranty terms and conditions.
  
  6.3.6.Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components: (i) ********************* (ii) compressors; (iii)condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (x) cut in switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors. Excluded: window, wall,portable air conditioning units. This Agreement does not cover (i)Freon; (ii)geothermal systems;(iii) air filtration systems; (iv) humidifiers; (v)condensation leaks; (vi) mismatched systems;(vii) freon leaks;(viii)damage caused by ***********
  
  
  The consumer spike with a claims manager on 8/24/22 and requested termination of service. The consumer was explained that their warranty agreement will be 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:
  
  overage for 39 Days Used @ $1.74 per Day = $67.85; Add Cancellation Fee of $75.00 =$142.85; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $634.97 Totals a Refund of $492.12.
  
  the consumer will be refunded $492.12 via check. The consumer will be notified via email as soon as their refund check is mailed out.

  Customer Answer

  Date: 09/22/2022

  
  Complaint: 17759607
  
  I am rejecting this response because: Yes the technician came out to my home and I had to pay a 75$ fee for him to determine the evaporator coil was bad.  The technician said that the evaporator coil needed to be replaced and that he tried to find a replacement part and could not do to the age of the unit.  He stated that because the evaporator coil was bad it was leaking freon. Parts are covered by my warranty however the warranty company was stuck on the fact that it was leaking freon.  I have yet to receive my check in the mail refunding my money, as they have had almost a month to send my refund check.   I still stand firm in the fact this company finds loop holes to not pay claims and I would not advise any consumer to pay for a warranty with this company. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/28/2022

  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 review 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.
  
  Diagnosis revealed that the evaporator coil is leaking freon. The unit needs to be replaced. The consumers claim was denied per section 6.3.6 of their warranty agreement as freon, freon leaks and any damage resulting from the leak is not covered per their warranty terms and conditions.
  
  6.3.6. Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components: (i) ********************* (ii) compressors; (iii)condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (x) cut in switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors. Excluded:window, wall, portable air conditioning units. This Agreement does not cover (i)Freon; (ii) geothermal systems;(iii) air filtration systems; (iv)humidifiers; (v) condensation leaks; (vi) mismatched systems;(vii) freon leaks;(viii)damage caused by ***********
  The consumer spoke with a claims manager on 8/24/22 and requested termination of service. The consumer was explained that their warranty agreement will be cancelled per section ****..
  
  ****. 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:
  
  overage for 39 Days Used @ $1.74 per Day = $67.85; Add Cancellation Fee of $75.00 = $142.85; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $634.97 Totals a Refund of $492.12.
  
  The consumer was refunded $492.12 via check #***** on 9/28/22. The consumer should be receiving their refund check 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 and refunded accordingly.

• Initial Complaint

  Date:08/23/2022

  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 platinum plan my ceiling fan stop working my fan is cover under my warranty call in for service i was told that my ceiling fan could not repair But no one has ever been to look at my fan so how on the phone could they determine that my fan could not to repair THEY ARE VERY UNTRUTHFULLY....AFTER 5 TO 10 MORE CALL THEY FINILY SENT A SERVICE GUY TO FIX MY ***... I BROUGHT A NEW *** JUST IN CASE IT COULD NOT BE REPAIR ABOUT ****** AND ***** SERVICE CALL THAT I WAS TOLD IT WOULD BE REFUND TO ME BECAUSE OF ALL THE PROBLEMS AND LIES I HAVE BEEN TOLD STILL GOING BACK AND FORTH WITH 4 TO 5 PEOPLE AND THE LOYALTY DEPTMENT EVERYONE IS NOT TRUEFULLY....NOW MY WARRANTY IS ** ** ONE MONTH AND THEY ARE TELLING ME TO PAID FOR AUG OR THEY WILL CHARGE ME A FEE FOR NOT COMPLETEING 1 YEAR ON MY CONTRACT THER IS NO WAY I WILL PAY THE ONE ***** MORE WHEN THEY ARE HOLDING ME MONEY AND FOR THE LIES I BEEN TOLD FROM THE BEGINNING ..I LIKE TO HAVE MY MONEY FOR THE *** AND THE SERVICE CALL I WAS TOLD I WOULD NOT HAVE TO PAY THANK YOU

  Business Response

  Date: 08/30/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the $45 approval for their ceiling fan claim without having a technician dispatched. The claims manager reviewed the consumers account. The consumer was informed that they can go ahead and approve their claim in full.

  Customer Answer

  Date: 09/20/2022

  
  Complaint: 17759234
  
  I am rejecting this response because:
  
  

  Was told my ceiling fan can't be fix on the phone but not person sent to my home how no idea how or why they could say that 4 or 5 phones they then sent tech i brought new fan ****** and tech didn't check old fan just replaced i paid ***** several fee because of 5 to 8 call i was told that they will  Reimburse me a $142 plus $70 for the service call everytime I spoke with one stories changes not a good company thanks for your help 

  
  

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

  Business Response

  Date: 09/25/2022

  The consumer rejected our response disagreeing with their determination.
  
  The consumers ceiling fan claim was approved for $132.98. The consumer has been sent a reimbursement form for $132.98 which was accepted and resubmitted. The consumer will be reimbursed $132.98 via check. The consumer will be notified via email as soon as their reimbursement check is mailed out.

• Initial Complaint

  Date:08/23/2022

  Type:Product 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.

  Policy#******* ... Select Home Warranty.Claim for fridge on 5/26/22. Technician arrive 5/28/22 and determined issue. Submitted determination of issue to SHW. On aprox 6/01/22 I contacted about disposition. SHW declined cost of repair $999.00 and offered $185 due to age of fridge. Several conversations (none confirmed via email from SHW) reasons, contract wording, etc.It took until first week of 8/22 that we saw our check for $185. We deposited 8/05/22. Multiple conversations beginning 6/2 to current with SHW to 1) cancel renewal and 2) when would we see the renewal $106.25 they charged our credit card. ******* was a verbal via phone. I was given no indication renew charges would be taken before current contact expired on 7/06/22. So I requested refund.Now SHW indicates my renewal decline was 7/19/22....a number they picked from a hat. There is section in contract you have 30 days to cancel. They do not see it that way. So a charge of $75 for early decline was determined. On 8/19/22 I received check for $14.81. My math skills aren't terrific but If SHW took $75 from $106.25 I should at least get back $31.25. From start to finish I've NEVER experienced the angst this company causes. Not one SHW I spoke with had the same scenario nor the same answer. There was no email confirmation of phone call conversations. The home office doesn't answer the phone. Nor can I find Contact personnel, ********** *** Accounting, etc. No names. I wouldnt be surprised if it were being run by a guy in a closet. Who knows. So what do I want? My $106.25 they charged my credit card. I will be happy to send them their check for $14.81 and call it quits. And a clear warning to anyone interested in them. STAY AWAY.

  Business Response

  Date: 08/30/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they did not get their refund when they cancelled. The consumer was informed that they were refunded for the balance of the policy. The consumer was informed that they were refunded the portion paid for. The consumer stated that they will check and verify.

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17758582
  
  I am rejecting this response because: Manager made incorrect statements.  My only question to them was why I was not refunded $****** a first installment for RENEWAL policy. This was charged to my AMEX card in May, 2022 and the current policy was not to expire until July 6, 2022.  This Manager seemingly did NOT have file information available to him or continued to make erroneous statements. I was sent a check for $***** and he gave two different reasons for this check.  One being that I was charged for the time I used the renewal.  If one does the math on that (****** - ***** = 92.44)...you have to question what he was referring to.  I never used the renewal.  I never used My current policy past the last week in May.   It was noted I used the renewal AFTER my then current policy was completed,   I believe he noted that I canceled renewal July 19.  TOTALLY FALSE.    I notified Company of my intention was to cancel renewal the first week of June and with each contact was ASSURED it was canceled.  Unfortunately, after each contact I asked for email confirmation --- did not receive.  I believe that an agent or another entity just tossed the July 19 date in.   Well, I worked hard for that money, and for the company to not keep correct records and feel it was honest on their part to keep my money is just inexcusable.  SMELLS like FRAUD.   They dragged their feet all the way and I'm wondering how they stay in business.  This has been INSANITY!   

   

   

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

  Business Response

  Date: 09/07/2022

  The consumer rejected our response asking why they were not refunded the first installment on their renewal.
  
  The consumers warranty agreement renewed on 7/6/22. The consumer contacted our office on 7/19/22 and requested termination of service. When warranty services are renewed coverage is continuous with no lapse in service. Since there is no 30 day waiting period on renewals they are not eligible for a full refund once the renewal coverage is effective. The consumers warranty agreement was 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, the 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 ************ contract.
  
  
  Below is a breakdown of their refund:
  
  Coverage for 12 Days Used @ $1.37 per Day = $16.44; Add Cancellation Fee of $75.00 =$91.44; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $106.25 Totals a Refund of $14.81.
  
  The consumer was refunded $14.81 via check #***** on 8/7/22.
  The consumer has been refunded accordingly.

  Customer Answer

  Date: 09/09/2022

  
  Complaint: 17758582
  
  I am rejecting this response because:  I did NOT decline renewal policy on July 19.  Immediately after our refrigerator claim,  I decided the policy would NOT work for my needs.

  So I communicated not once but multiple times beginning first week in June.  It took that many contacts in efforts to find out when Claim amount $185) would be sent. At each

  effort I reiterated to the agent my desire to CANCEL THE RENEWAL..I was assured each time YES declination was noted.  

  The first installment was taken from our Credit card May 21.  This was well before renewal was to be in effect as our then current policy ended July 6.  I would like to know

  the PROOF of my decline of renewal on date THEY NOTED.  ********** never sent email indicating so to me.  

   I would never have taken this BBB route if I hadn't had weeks of insane lack of information/response from the company.  It appears that keeping $106.25 is more important

  to them than doing good business. Honesty and Integrity are lost on them.

  I am confident if this method of business practice is built into the company's operation - I am hopeful BBB will not support them.

  Yes, I can live without 

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

  Business Response

  Date: 10/06/2022

  The consumer rejected our response.
  
  The consumers warranty agreement renewed on 7/6/22. The consumer contacted our office on 7/19/22 and requested termination of service.When warranty services are renewed coverage is continuous with no lapse in service. Since there is no 30 day waiting period on renewals they are not eligible for a full refund once the renewal coverage is effective. The consumers warranty agreement was 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, the 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 ************ contract.
  
  
  Below is a breakdown of their refund:
  
  Coverage for 12 Days Used @ $1.37 per Day = $16.44; Add Cancellation Fee of $75.00 = $91.44; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $106.25 Totals a Refund of $14.81.
  
  The consumer was refunded $14.81 via check #***** on 8/7/22.
  The consumer has been refunded accordingly.

  Customer Answer

  Date: 10/06/2022

  
  Complaint: 17758582
  
  I am rejecting this response because:  May 26 SHW withdrew from Credit Card first installment of renewal.  The current policy was not to expire until 7/6.  We had a claim for refrigerator malfunction on May the last week of may.  When we discovered that SHW would not repair or replace but rather give us a flat $185 for the claim - we decided it was not the Company we wanted to deal with in future.

  It was almost immediately that we began our tortuous serious of communications with the company about refunding the May ******* policy.  It was a carefully crafted process I believe.

  Again, from the beginning I REPEATED cancel renewal.  And at each communication with SWH was acknowledged.  Interestingly, each individual had a different story about what to do with

  the renewal.  One was "wait until you get your claim check of $185 and then cancel renewal.'  At the time I didn't pay attention to the meaning as I was so frustrated from the 'run around'

  I got with each agent I spoke with.  I will say for the hundredth time I DID NOT CANCEL ON JULY 19.  At this point SHW clearly doesn't wish to proceed in an honest, reply and certainly not

  one that would be in my favor.  

  I would hope that BBB will consider this communication and place a BUYER BEWARE on the site.

   

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

  Business Response

  Date: 10/13/2022

  The consumer rejected our response stating that they cancelled the renewal.
  
  The consumer renewed services on 5/21/22 for a renewal date of 7/6/22.
  
  The consumer contacted our office on 7/19/22 to request cancellation of services.
  The consumers warranty agreement was cancelled per section **** effective 7/19/22 their cancellation date.
  
  ****. 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, the 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 ************ contract.
  
  
  Below is a breakdown of their refund:
  
  Coverage for 12 Days Used @ $1.37 per Day = $16.44; Add Cancellation Fee of $75.00 = $91.44; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $106.25 Totals a Refund of $14.81.
  
  The consumer was refunded $14.81 via check #***** on 8/7/22.
  The consumer has been refunded accordingly.

• Initial Complaint

  Date:08/23/2022

  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.

  Paid for "platinum" policy for 3 years, filed a claim as my dryer was no working properly, they sent a technician to diagnosed the problem, he inspected the dryers and found 2 parts needed to be replaced, had to pay the visit fee of $65, asked for authorization for the repair and the company said that my policy doesn't cove labor and installation so they will only pay for the parts but not the technician work, which is completely misleading of their offering and what the contract says, they argue in the exclusion clause there is a line that says installation as excluded, which means any work for any reason will not be paid only parts if approved.They advertise and say in the contract that they will repair the appliance and the costumer will only have to pay the technician visit fee, which turns out to be false claims and advertisement.

  Business Response

  Date: 08/30/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claims process and stated that they still dont have a working dryer. The claims manager reviewed the consumers account. The consumer was informed that their claim was approved for the parts and they are required to pay for installation per section 9.1.2 of their warranty agreement. The consumer requested a copy of the diagnosis. The consumer was advised to contact the technician to provide them with a copy of the diagnosis.