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:08/23/2022

  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.

• 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.

  Select home warranty has lied multiple times. My washer has been broken since January, Ive paid multiple deductibles. ** told SHW that the washer could not be repaired and forced the tech to order more parts instead of deeming washer non repairable. This caused multiple more visits and wait times for me waiting for repairs yesterday after GE told Select HW AGAIN that my washer cant be fixed I was told I would get a check from shw for $500 toward a new washer, when I asked for that confirmation in writing I was hung up on. When I called back I was told the opposite that I had reached the For repairs because GE had come out to my home so many times and that I was not gonna get any money for my washer even though their contract says if it cant be repaired the item will be replaced. I spoke to a third representative yesterday who told me that if I went out and and bought a new washer and sent an invoice that I had purchased a new washer that I would get reimbursed up to $500 maximum when I asked for that in writing they refused and just like every time before they were just telling me what I wanted to hear even though it was a lie and they had no intention of reimbursing me if I bought a new washer. The manager never called me back I just spoke to the corporate team they refused to go back and listen to the phone calls were GE had told them months ago that the washer was beyond repair and forced GE to continue to come out for service calls . Now Im stuck having to buy a new washer with zero reimbursement from a company that states if it cant be fixed it will be replaced. I am unable to write a review for this company So I want to report it to the Better Business Bureau so you can investigate this claim and possibly get recordings of those calls and show that this company lies to the customers

  Business Response

  Date: 08/29/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB.  The consumer was upset that they were capped out and still have no working washer.The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that we may many attempts to repair the unit and their $500 allowance per section **** was used for all those repairs. The consumer was explained that unfortunately they are not eligible for any approvals towards their clothes washer claim.

• Initial Complaint

  Date:08/22/2022

  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.

  When I signed up with Select Home Warranty, they assured me that if they cant fix my appliance they will have it replaced. After paying for almost 3 years .I needed them to fix my washer. First took them almost 2 weeks to send someone.2-they didnt communicate anything with me for at least 3 weeks. I had to call and check the status. They informed me that my machine is not fixable.They asked for the model and serial number.I emailed to them and waited almost a week with no response.Finally called them again. They informed me. That they cant fix it and I have to go either fix it on my own or buy new machine and they will reimburse me. Im going through a finish hardship and have 3 kids. I cant afford buying new machine. I asked for the check they wont send it.Im trying to cancel my policy and no one even answering the phone.

  Business Response

  Date: 08/29/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their $125 cash in lieu approval. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions as well as how the agreement works. The consumer was explained that their unit is 8 years old and they were approved for $125 towards the cost of replacement per section 8.3.

• Initial Complaint

  Date:08/22/2022

  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.

  Hello Chose Select home warranty back in July 8th 2022 In Aug I went on vacation and came back and realized our AC is not working.Called Select and started to process to get someone to diagnose it and hopefully fix it.I took me several days calling and wasting hours after hours to get them to send someone and eventually did.The tech arrived and realized the work order they gave him is incorrect and therefore he asked them to modify it and he left without even touching the unit.Now they demand from me to pay them the 75$ service fee for a service never provided due to their error.On top of that later on they couldn't find a technician to come in and approved me to bring someone promising they are going to reimburse me for it which I did.I paid this guy 50$ service fee and then they updated me I am not even entitled to get authorization to replace the broken part since I am under my first 30 days coverage so I ended up paying 100% of the fix and service fee from my own pocket.This is redicilios I even need to explain why I don't need to pay the service fee.Please help!!!

  Business Response

  Date: 08/29/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was not approved due to no replacements and their account was suspend. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that they are required to pay service call fees per section 5.2.1 of their warranty agreement. The consumer was informed that their account is placed on hold when they refuse to pay the required fee to obtain a diagnosis. The consumer has also been explained our terms and conditions. The consumer was informed that their claim was been denied per section **** of their warranty agreement as no replacements are approved within the first 30 days of service.

  Customer Answer

  Date: 08/29/2022

  
  Complaint: 17753950
  
  I am rejecting this response because:I am not arguing with

  them about the fact my claim got denied or to the fact I am required to pay a service fee when they send me 

  a technician.

  I am arguing about the fact they were supposed to send me 

  a technician to diagnose the issue but as a result of a mistake

  they did by providing him the wrong work order he declined to provide me the service when he came to our house to make the diagnostic and now they expect me to cover their mistake and pay it.

  leave a side the fact that afterwards they acknowledged the fact they made a mistake and tried to send someone else but they couldnt find one so they authorized me to find someone which I did and essentially paid him from my own pocket the service fee and for the full fix since my claim got denied and I acknowledged it.

  they need to take responsibility for their mistake instead of expecting the customer to pay for it regardless.

  I find it very convenient they didnt even mentioned it on their response.

  They should be ashamed of themselves for doing that.

  poor service.
  
  
  
  Regards,
  
  *****************

  Business Response

  Date: 09/07/2022

  The consumer rejected our response.
  
  Diagnosis from the consumers claim revealed that the control board failed and needs to be replaced. Per section **** of the consumers warranty agreement it specifically states that we do not cover any replacements during the first 30 days of service.
  The consumer filed their A/C system claim on 8/8 when coverage became effective on 8/7. The consumer filed their claim within the first 30 days of service and therefore no replacements can be approved.
  
  ****. 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.
  
  At the present time the consumers claim remains denied per section **** of their warranty agreement as no replacements are approved within the first 30 days of service. Regardless of the technician dispatch for their claim the consumers determination is the same. The consumer at this time is not eligible for any approvals or reimbursements at this time.

  Customer Answer

  Date: 09/09/2022

  
  Complaint: 17753950
  
  I am rejecting this response because:
  
  Select home warranty keeps ignoring what I am asking from them to do.

  I am going to explain it very slow and hopefully a human being is going

  to read it and respond.

  I am not asking you to accept my claim and I understand why you denied it.

  I am only asking you to remove your request for paying you 75$ for the service

  call and that is due to the fact you sent a technician to my home with the wrong work order

  and as a result he refused to make the diagnostic to the system in my home and that is why I am demanding not

  to pay it.

  the technician who did the diagnostic about the control board was the one I brought and paid for from my own

  pocket and not the one you sent which refused to do so due to a mistake you did with the work order you provided him

  I truly hope that this time someone actually going to read what I wrote and acknowledge the mistake you did and do what is fair and waive the service call fee you are asking me to pay which is just dishonest action.

  Thank you
  
  Regards,
  
  *****************

  Business Response

  Date: 09/19/2022

  The consumer rejected our response stating that they want the $75 service fee returned.,
  
  Unfortunately the consumer is not eligible for any reimbursement on the service call fee paid. Per section 5.2.1 of the consumers warranty agreement it states that they are responsible to pay a service call fee regardless of whether their claim is approved or denied.
  
  5.2.1. Select Service Call Fee/ Deductible. Each time an *********** Service Technician is scheduled and dispatched to Your home, You will be required to pay the Select the amount of $75.00 (the Select Service Call Fee). You will be required to pay the Select Service Call Fee regardless of whether all or part of the claim is granted, excluded, limited, or denied by Select. You will be required to pay the Select Service Call Fee once the *********** Service Technician begins traveling to your home, regardless of whether you are able to provide access to your home for the *********** Service Technician or if you cancel the appointment while the *********** Service Technician is traveling to your home, a separate service call fee will be charged for each issue. Additional charges may apply to the Select Service Call Fee. The Select Service Call Fee, which must be paid at the time and place of appointment, shall be paid by You to the *********** Service Technician or directly to Select, at Select's option. In the event You fail to pay the Select Service Call Fee, You will not be able to schedule any additional service calls, and your home service contract will be suspended until all outstanding fees are paid in full. Suspension of your home service contract will not alter or extend the Termination Date of your home service contract.
  
  At the present time the consumers claim remains denied. The consumer at this time is not eligible for any approvals or reimbursements towards their service call fee as the consumer is required to pay the fee regardless of whether their claim is approved or denied.

  Business Response

  Date: 09/30/2022

  A claims manager reached out to the consumer. The consumers informed the claims manager that they just want to have services terminated. The claims manager informed the consumer that they will go ahead and terminate services as requested. The consumer was informed that they will not be charged their $75 cancellation fee. The consumers accepted.

  
  

• Initial Complaint

  Date:08/22/2022

  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.

  Select Home Warranty has given me nothing but grief. I needed your help to get them to honor the roof coverage for my home warranty located at ***********************************************************. Now I need your help again. When I purchased the warranty in January, I told the sales person I would be moving within a year. They told me I could either transfer it to my new property or transfer it to the new owner of *******************. I decided to transfer it to my new property (6 *********************, *****, ** *****) When I called them to make the transfer, they told me it was not possible. I've been on hold for 30 minutes trying to get someone to honor the original agreement and no one will pick up the phone. I'm frustrated and tired of the run around. If they cannot honor the transfer they promised me, they need to realize I would never have purchased a three year warranty but would've just gotten one year. They can either refund me $1000 or transfer the warranty to ********************************************************************. I will take either choice. Thank you

  Business Response

  Date: 08/29/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they were told they cannot transfer the plan when. The consumer was explained that we can transfer the remaining time and open up a new plan. The consumer accepted.

• Initial Complaint

  Date:08/22/2022

  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 signed up for the warranty and filed a claim over 10 days ago.The repair company (Big Tyme appliance repair) sent me a link to schedule a visit (I selected 3 times) then the repair company never called me. I called select and left a message. Select never called me back. I have been calling all morning. The message said the wait times are longer than 10 minutes.

  Business Response

  Date: 08/29/2022

  The consumer has proceeded to dispute all charges with their bank and has been issued a full refund in the amount of $400 back to their credit card on 8/23/22. The consumer no longer has a valid warranty agreement with Select.

• Initial Complaint

  Date:08/22/2022

  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 7/25/22 a claim we placed was denied. They cited reasons that didn't align with our agreement and refused (twice) to allow me to speak with someone to discuss other than the customer service agents that did not understand what I was explaining. My septic tank needs replaced (which is covered) and it must be pumped until we can get it replaced, they denied the claim because it needs to be pumped (and that is not covered). When asked about the appeal process I was given an email address. I emailed them to discuss the agreement we have and the claim denial, or the option of a refund as they are clearly not honoring their agreement, on 7/25/22. I was sent an auto-response that I'd be contacted in ***** hours, it is 8/22/22 and I still have not heard from them. I emailed them again, requesting the acknowledge my request and contact me to discuss my claim and appeal on 7/28/22. I would like someone to contact me and provide (as requested) their reasoning, clearly and referring to my agreement, that this denial is legitimate. I would also like a refund, as the customer service (once I paid them) has been worse than poor and this response time (when I have an urgent septic issue that I am having now to pay out of pocket for) is abysmal. If they are not willing to pay for the claim, as they should, I would like to part ways with a full refund (since I have not received anything from the company as of yet due to claim denial, I also paid out of pocket to have the plumber out because they could not find anyone to send on their dime).

  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 for pumping when it needs to be replaced. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that unfortunately their claim was denied per section **** of their warranty agreement no replacements are approved within the first 30 days of service. The consumer requested termination. The consumer was informed that if they wish to proceed with termination of service their warranty agreement will be cancelled per section ****. The consumer was however, offered a waived cancellation fee. The consumer accepted.

  Customer Answer

  Date: 09/06/2022

  
  Complaint: 17751574
  
  I am rejecting this response because:
  

  I have still not received my refund OR the information from the underwriter (it was to be sent to underwriting to prorate the fees and add the cancellation fee). I spoke with ***** on August 24th and it is currently September 6th with no follow up other than my phone call and his response to the BBB. I sent a request to be updated on August 29th directly to ***** and have still not gotten a response. In addition, they did NOT offer to waive the cancellation fee, I was made aware of it as a charge that would be added to my prorated refund and requested they ensure my funds from reimbursement for paying out of pocket for my claim were credited, which is not the same amount or the same situation. 

  In addition- when signing up I was told multiple times about a 30 day wait to be covered, but there is an additional 30 day wait to get a claim approved in the event you need service, which is not an honest representation of the sales pitch I was given. So after my complaint about the denial of my claim based on the service needed- the claim was still going to be denied anyway because it was not an additional 30 days from the start of my coverage- this was not relayed to me until the "executive" customer service agent responded to my ******************** complaint (not my appeal to the claim denial, which was never acknowledged). 

  
  The customer agent was apathetic and unfriendly. I gave them ample time to refund my money or respond to my email requesting a time frame and update and have not gotten any response. 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/15/2022

  The consumer rejected our response.
  
  The consumers warranty agreement was cancelled per section **** of the agreement with a waived cancellation fee on 8/24/22.
  
  ****. 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 49 Days Used @ $1.74 per Day = $85.24; Add Cancellation Fee of $0.00 =$85.24; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $571.47 Totals a Refund of $486.23.
  
  The consumer will be refunded $486.23 via check. The consumer will be notified via email as soon as their refund check is mailed out.

• Initial Complaint

  Date:08/22/2022

  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 paid for a home warranty from Select Home Warranty last year. I have made multiple claims most of which takes months if at all for them to finally get someone. I go through all their hoops and I still do not get reimbursed. The last claim was electrical issue that's covered in policy and all I get is the usual we can't find a technician. I've waited five weeks to get reimbursed for a Hotpoint Range that a ***** tech inspected and told the company it's too old to get replacement parts. So SHW is them supposed to get me a new one, within 72 hours. Yeah right!It's now been 5 weeks. They are giving excuses not to anything but I've followed all protocol. Ive received nothing for my warrant but a lot of headaches and my personal time hours and hours on the phone with them. Don't waste your money, it's a scam!

  Business Response

  Date: 08/29/2022

  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:08/21/2022

  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 plumbing problem, on my contract it says my Plumbing System is covered, I filed claim #******** 8/20/2022, I was informed although I bought the most expensive Executive VIP membership that includes **************** that the system really only includes a few items and with conditions, I find this misleading and dishonest. I explained Before I pay $45 for a Tech to come out I would like to be assured the problem will be fixed ASAP and need to know it is covered. She explained to me I need to have the Tech come out and you pay before they decide if it was covered, This practice is not fair to the consumer, we deserve assurance that we have bought a warranty and the Tech will fix the problem in a timely manner and not to worry we have our plumbing system covered. I found out only after insisting with the sales **** what Plumbing System coverage includes that they do not cover any valves, and the majority of system. I would of never bought it , They need to claim they cover very limited plumbing system problems, if they want to be honest. On all advertising!! So here I am with ******* invested in a warranty that covers much much less then anyone could imagine, and all consumers are being mislead by them claiming they cover the Plumbing System ( not just a few item on the system) .This is not the first time they have disappointed me, I had a problem with my Washing Machine, The Tech came out and told me that I needed a new machine as this one was ***** years old, so I bought a new machine and they did not reimburse even one ***** of the new machine, They find excuses to not honor the policy, Being very disappointed I asked for a refund and to cancel my policy they refused to give me money back based on a proration of days used and claimed I would not get my money back, because they would have to add in additional charges I did not agree to and that would cancel any refund , so I should just keep it. I want a full refund now of ******* .

  Business Response

  Date: 08/29/2022

  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: 08/30/2022

  
  Complaint: 17749090
  
  I am rejecting this response because: I called that number and they did not answer the phone. They instructed me to email , so I did. He called me back with no solution but only excuses as to why I would only see pennies if I wanted to cancel. Insisting let me cancel you and not return a fair amount of your ******* dollars invested in nothing but problems with this company. You have to understand I need the money to go to  repairs and the cost of the new washing machine. He stated specifically we cover all plumbing inside the house, I said ok so you cover the shut off valve inside the house, then he said no we do not cover valves or faucets. They specifically claim to cover more than they actually cover , then when you have a problem they lie and deny and make excuses as to why they do not cover anything. I consider this false representation, I deserve my money back all they provided up until the washing machine problems was a very false sense of security, and that was for a very short time in my three year contract that runs until Oct. 30, 2023. Based on the proration of services up until they did not satisfy there obligation of paying towards the new machine, would of been acceptable at that time but they refused to, saying they would need to add in additional charges, I never contracted for or agreed to as they would have to charge more than I paid to base the refund on over and above any cancelation fees and I would get a very very small refund, so I should keep it. Now after the plumbing misrepresentations they are saying the same non-sense . But I am saying  no this is not right I want a full refund minus any money they paid towards the hose repair on the washing machine, that did not fix the overall problems with the machine , and it still need to be replaced.  

  They have no sense of fairness or care for the customer , they sell you with false statements such as" we cover all plumbing inside the house",and on my paper work it says Plumbing System (that would be the whole system the way it is worded!!!)( *** limited plumbing items in the system.) then they fully intend to deny your claim and keep all the money for the full term of the initial agreement you never would of made if aware of their misrepresentations. 

  I would like a full refund. After all I have been through with this dishonest company, I deserve a refund! 

   

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

  Business Response

  Date: 09/07/2022

  The consumer filed a claim for their plumbing system on 8/20/22. When filing the claim the consumer stated that the main water valve is not working. The consumers claim was denied per section 9.1.2 of their warranty agreement as valves are not covered.
  
  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 remains denied per section 9.1.2 of their warranty agreement as valves are not covered.

• Initial Complaint

  Date:08/21/2022

  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.

  Select Home Warranty was purchased in 2018 and used for a lot of our real estate sales. We also have select home warranty on our house. We have only used them once with our air conditioning, so that is $2,280 over a 5 year span as to what we have paid to this company for one issue. Fast forward to this April where our dishwasher broke and was deemed inoperable. We called Select Home Warranty, the service person came out and I paid $125 for them to say we need it replaced so Select home warranty told me it was covered under our policy-all of it. I said thank you and waited for someone to contact me with more details as per the customer service person stated. A week went by and no phone call, so I called back and another person told me my claim had been looked at and I will only be receiving $175 for repair because that is what their diagnostic team thought our dishwasher was worth.(oddly enough if you look at everyone else's claim on the site and all of their stuff seems to be only worth the same amount, interesting isn't it.) I continued to tell the customer service rep nothing cost $175 anymore let alone just a service call. So they told me I needed to purchase a dishwasher myself, get it installed(quote was $950,) and then send my receipt in for my $175. That covers about 18% of my transaction, doesn't add up. Fine, I needed the dishwasher so I put it in. I called the company again, dishwasher in. Now submit a new claim. I called again 3x that week to talk to someone and finally I was told I have to send the receipt to a specific email- I did June 22. I was told it was processing. Called again and told me it was being processed, and I will receive it in about 30 days. Fast forward to today, was told because we cancelled our policy(who wouldn't- after that- was charged $75 to cancel-June 24) and now because I cancelled(after my claim) they told me I will not receive my reimbursement of $175. I want my check or refund.

  Business Response

  Date: 08/29/2022

  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 $175 reimbursement. The claims manager reviewed the consumers account.The consumer was sent the reimbursement form. The consumer was informed that once they approve the reimbursement they will have the check process expedited.