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:08/22/2022

  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.

• Initial Complaint

  Date:08/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged since 11/17/21 for services I did not agree to sign up for. I got a quote and then they began to charge me. I have tried cancelling numerous times with 2 hour long conversations and yet I am still being charged ***** every month. I dont even have an account number or way to access anything about said account. Im afraid Im going to have to shut down my account completely and open a new one through my ***** Fargo because of this. Every time I reach out via email as well for any information they just give me a number to call. I call with NO RESOLUTION! I just want it cancelled and all those months refunded. Never was used once and couldnt if I wanted to due to not having any information about this account I am paying for. *** filed a claim through ***** Fargo and they credited one month back and said I would have to file each separately but it wont make their charges stop unfortunately.. Select home warranty is committing fraud and charging without consent. And refuses to cancel even though I have gone through the cancellation process multiple times. I have nothing about my account to upload either as I got no information whatsoever

  Business Response

  Date: 08/26/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they sent an email and cancelled services in January but it was never cancelled. The claims manager informed the consumer that we will go ahead and have services terminated.

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Select Home Warranty on Sunday, 7/31/2022 to submit a claim for my AC unit to be repaired. Select home warranty was supposed to send a contractor out to my home on Monday, 8/15/2022, contractor never showed up. I called Select home warranty on Tuesday, 8/16/2022 to see if they could reassign my claim to a reliable contractor, Select said they would reassign claim but, it would take 1-2 business days before I would hear anything. Today, Friday, 8/19/2022, I call Select Home Warranty for updates regarding AC unit repair, I was informed that claim is Denied. I have paid $700.00 to this company and when I need service, they deny my claim. I would like a refund and unit repaired.

  Business Response

  Date: 08/26/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that we denied their claim without having a technician dispatched. The consumer stated that their unit is not cooling and they do not know what is wrong with it. The claims manager informed the consumer that we will dispatch a technician to see what is wrong with it.

  Customer Answer

  Date: 08/26/2022

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

• Initial Complaint

  Date:08/19/2022

  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 warranty for my home with Select Home Warrent in October of 2021. I made a claim for my central air unit in May of 2022. I've been given the run around regarding the repairs. The company they chose for me scheduled an appointment and NEVER showed up. I called Select and they sent me back to the company for service who then told me they do not service my area. I again called Select and was told there was no available to provide me service but I could shop for someone on my own. I had no luck but that was not what I paid for. I called back in July.and still no results. I want a FULL refund as I've never been able to get service and my contract will run out soon. Please help me with this matter.

  Business Response

  Date: 08/26/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that its been a while and a technician was not dispatched for their claim. The claims manager reviewed the consumers account. The consumer was offered to secure their own technician and be pre-approved for up to $200. The consumer was instructed to let the representative know if the repair costs exceed $200 so that the claim may be reviewed for approval. The consumer accepted.

• Initial Complaint

  Date:08/19/2022

  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.

  This company is a scam. Unfortunately, I am beginning to discover how many others have been thru the same horrible experiences we have had with them. I signed up for their service in March. A few weeks ago, I field a claim for a malfunction that our built in refrigerator was having. I had barely just submitted the claim and they immediately denied it. I had to hire another company who came to repair it and told me that the repair should have been covered by them and to be aware that maybe they were scamming us. Well, I wrote to them in early August to cancel our policy and there was never a reply. I have spend hours and days calling their 'customer service' number only to talk to a bunch of different people who were all useless, put you on hold for more than an hour and then hang up on you when they find out you are cancelling. On Aug 16 I finally got a hold of someone, who, after interrogating me as to why I wanted to cancel, went ahead and did so. My daughter, who was here with me also cancelled her policy with them. Now we have both been charged $50 and $57.29 respectively, for 'cancelling.' Really? The torment we went thru and they still are stealing money from us. This is exactly how they do business: by stealing from customers, denying claims and making it impossible to get rid of them once we realize their dishonest, unethical and corrupt business practices. They need to go out of business. Customers please beware.

  Business Response

  Date: 08/26/2022

  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:08/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were having an issue with our dishwasher draining completely. The company sent out a technician that did damage to our dishwasher so that it now is not working at all. They refuse to fix the dishwasher to the state it was before the technician came to our house and are only offering a cash settlement.

  Business Response

  Date: 08/25/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that the technician dispatched made their dishwasher leak. The consumer stated that the technician is coming out today but they had issues prior to them coming out which is why they filed the claim. The consumer stated that there was a bit of water left inside and now its not working. The claims manager informed the consumer that if the technician comes back out and its not working to let them know and they will work on a cash in lieu approval for them.