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

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

• 

  Select Home Warranty Of CA, Inc.

  222 W 6th St #400 San Pedro, CA 90731

• 

  Select Home Warranty

  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:08/17/2022

  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.

  Signed up for Select Home Warranty 12/27/2021. Washing machine stopped working 6/19/2022. The following email sent 8/11 after many calls:On 08/11/2022 7:26 AM ******************************* <***********************> wrote:***** **** Services and Select Home Warranty We have been without a washing machine since June, this is unacceptable. We are in our 60's, I work full time, my husband has cancer and I am spending weekends at the laundromat.I have spent over $100 dollars at the laundromat, often in over 100 degree weather, I would like to be reimbursed at least $100 due to all the delays per the time line below:6/19/2022 - Washing machine broke 6/24/2022 - Select Claim # ******** filed 7/14/2022 - ***** repair scheduled to arrive 7/14/2022 - ***** repair contacted us, cancelling on the same day as the appointment due to a family emergency with the technician 8/2/2022 - ***** technician rescheduled an appointment between 1-5pm 8/2/2022 - ***** technician texts us at 9:37am, asking if he can arrive in 5 minutes. Of course we welcome the repair and agree 8/2/2022 - After the ***** technician leaves, we get another auto notification. technician will arrive between 2-3:30pm. He has already arrived that morning. 8/2/2022 - ***** technician arrives, orders parts 8/3/2022 - ***** parts ordered on # ******** 8/3/2022 - Parts arrived at our home 1) 8/3 at 2:30pm and 2) 8/6 at 4:48pm 8/10/2022 - ***** contacts us via voicemail and text, repair rescheduled from 8/23 to 9/7/2022 9/7/2022 - Repair rescheduled between 1-5pm Can you please schedule a technician to fix our washing machine within the next 7 days, by 8/18/2022? We will have waited almost 2 months without a washing machine. If ***** needs to pay a technician overtime, use a different technician, whatever you need to do, we cannot wait just under another month for the repair, while all required parts sit in my home office. Please confirm or decline my requests by the end of business day Friday, 8/12/2022.

  Business Response

  Date: 08/24/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied. The claims manager reviewed the consumers account. The consumer was explained that we cannot cover their claim as their warranty agreement is expired. The consumer stated that they filed a roof claim but it was really a plumbing claim. The consumer was informed that they may secure their own technician and submit a diagnosis for review. The consumer accepted.

  Customer Answer

  Date: 08/28/2022

  
  Complaint: 17730551
  
  I am rejecting this response because: The response has nothing to do with my complaint or service. I am still waiting for my washing machine to be repaired since June, the response is indicating that I filed a roof claim, but the issue was plumbing and that my warranty expired. Select Home Warranty is obviously getting their probably numerous complaints mixed up, since this has nothing to do with my account or issue. 

  I have spent several hundred dollars at the laundromat, we even purchased new towels and underwear on weekends that I was unable to go to the laundromat. I am asking primarily for is my washing machine to be repaired, the parts were delivered to my home long ago, and I would like to inquire to see if I can get a full refund on my contract. It is a relatively new account; this was my first claim, and I am not satisfied with their services.  If I can get a full refund, I will find a reputable home warranty company, as this has been the worst customer service I have ever experienced in my life. But I will not pay a penalty, early cancellation fee, or any other fee. If they will refund me in full, I will away; if they will not, or insist on any fees, I will ride out the contract and share my opinion on Yelp and any other social media platforms I can find. 
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/07/2022

  The consumer filed a complaint through the BBB due to issues with their warranty service. A claims manager attempted tor each 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: 09/11/2022

  
  Complaint: 17730551
  
  I am rejecting this response because: I have tried to call ***** at X5100 several times, he does not answer the phone and his voice mail message indicates do not leave a message to his customers. I even setup a meeting with him, called 5 minutes late because I was in a meeting at work, and he did not answer. I called the option to setup a new account since that seems to be the only line that allows a customer to speak to a ********************** associate, I was told he had already left for the day. 

  I emailed again last week, requesting a full refund on my contract with no cancellation or any other fees plus our washer repaired, now scheduled in October. I am not requesting reimbursement on the many hundreds of dollars I have spent on weekends at the laundromat since mid-June, as I don't have receipts. I spent $40 again on Saturday, September 10, 2022, my husband took his own laundry the day before and spent $20 and I did not have time to wash all the bedding this week, which would have been an additional $20. 

  I want out of the contract, full refund and our washer repaired, pending a response from Select Home Warranty. 
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/20/2022

  The consumer rejected our response stating that they requested a full refund.
  
  ***********************/Sears was dispatched to the consumers home for diagnosis. Diagnosis revealed that the gear case is not spinning.The consumers claim was approved for $325.67 towards the cost of the repairs.
  
  The consumer had requested a full refund through this complaint.The consumer at this time is not eligible for a full refund. Should the consumer wish to proceed with termination of service their agreement will be cancelled per section 13.2.
  

  Customer Answer

  Date: 09/24/2022

  
  Complaint: 17730551
  
  I am rejecting this response because: I have spent hundreds of dollars at the laundromat on weekends since mid-June when the claim was submitted. I am averaging $40-$65 per weekend. Even on the low end, I have spent approximately $500.00 at the laundromat since our washer stopped working. 

  Due to the extended service time frame, and the inability to discuss the situation with anyone at Select Home Warranty, the fact that they would charge me a cancellation fee to stop the contract with this horrific company, are they willing to reimburse me all or part of the laundromat fees I have incurred and will continue to do so, even if they actually show up and repair the washer in October?

  I am getting lots of very negative similar experiences from many who have also had to deal with Select Home Warranty. I would prefer to be reimbursed with expenses I have incurred past a reasonable time frame to wait for a service repair, definitely unacceptable to wait probably close to or beyond 4 months for the repair. 

  Thank you for your assistance in this unpleasant and very expensive situation with Select Home Warranty. 

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

  Business Response

  Date: 10/02/2022

  The consumer rejected our response stating that they want to be reimbursed the expenses incurred.
  
  ***********************/Sears was dispatched to the consumers home for diagnosis. Diagnosis revealed that the gear case is not spinning. The consumers claim was approved for $325.67 towards the cost of the repairs.
  The consumer at this time is not eligible for any approvals or reimbursements to any incurred costs as Select is not responsible for any incurred costs per section 12 of their warranty agreement.
  
  12. Consequential Damages. This Agreement does not provide coverage for damage caused by a malfunctioning or inoperable appliance or system, including, but not limited to, water, fire and mold spores. Select, its employees, agents,shareholders or parent company shall in no way be responsible for any damages,whether in contract or tort, for any malfunctioning or inoperable appliance or system.
  
  The consumer had requested a full refund through this complaint. The consumer at this time is not eligible for a full refund. Should the consumer wish to proceed with termination of service their agreement will be cancelled per section 13.2.
  
  We have followed the terms of the agreement and provided the consume with a determination in accordance to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 10/14/2022

  
  Complaint: 17730551
  
  I am rejecting this response because: Select Home Warranty once again responded incorrectly to my complaint, just as they did last time, presumably due to the volume of complaints. They have not offered a reimbursement, do not answer phone calls, even after I setup a specific appointment they were unavailable, he left for the day prior to the appointment. I have waited 4 months without our 7-year-old washing machine working. They indicated that they would charge a cancellation fee if I were to cancel my 5-year contract early. They did not offer to pay the 4 months of laundromat fees I incurred. 

  The washing machine was finally fixed on 9/7/2022. I will never get the last 4 months back that I have spent at the laundromat on weekends after my husband was diagnosed with inoperable cancer, that I should have been spending with him. I appreciate BBB stepping in and at least forcing Select Home Warranty to respond to my inquiries. I will now ride out the contract with the worst company I have ever encountered while providing my opinion of the company everywhere I can. I am getting lots of just as negative feedback and stories from so many others that have used Select Home Warranty. I am also sharing my story with several people that are seeking a home warranty company. I will continue to provide my opinion of Select Home Warranty on as many social networks that I can find until the contract expires. No further action is required from BBB. 
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/17/2022

  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.

  Okay a monthly service for you have $37 and change I paid for service to come for a check to come out and service my refrigerator when he got here he said I had to pay for parts that select home warranty wouldnt pay for them why do I have them I ask myself I pay the service fee I pay for parts then I had a roof issue I called them four different times and all four times they told me they didnt have anybody to come out for my roof they offer the service I pay for a monthly service fee and theyre not providing the service at that time I said I will pay for it myself out of pocket and call a roofer and I want my policy canceled my policy was never canceled they kept taking money out of my account I called yesterday which was the 16th stayed on the phone 40 minutes nobody answered today I get a call back telling me that theyll give me a free service call I dont need a free service call I want my policy canceled I told them I told them why I said its in paying for service that you cant provide and I want a refund I said Im sorry we dont refund money I said and Im contacting the Better Business Bureau I want to refund I would like $250 thats the high Ill take what I can get whatever you negotiate for but I will never use them again and I want it known that theyre fraudulent company they have no problem taking money from your account and they wont provide the service

  Business Response

  Date: 08/24/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that no technician was dispatched for their claim and they had to get one and be reimbursed very little. The consumer was also upset that they were charged a cancellation fee for terminating services.  The claims manager informed the consumer that they will go ahead and have their cancellation fee waived. The claims manager also informed the consumer that once they accept the $150 reimbursement they can go ahead and have their reimbursement check processed.

• Initial Complaint

  Date:08/17/2022

  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 June 26th I purchased a home warranty contract from SHW (Select Home Warranty). From the website, you receive a phone call from a marketing agent. I paid immediately via credit card and received a policy # and 13-page policy booklet. I was told that no claims could be filed for the first 30 days.After 30 days, my credit card was charged for the second time. A week later my dishwasher stopped draining. I filed a claim on August 4th and it was accepted and a visit was schedule for August 17th. An agent called me to discuss the problem and said it would be handled. When the ***** repairman showed up today, he confirmed that the pump was bad and asked for SHW approval to order a $45 pump and a $200 control board, in case that needed to be replaced also. SHW denied the approval, and then sent me an email that my entire claim was denied. Apparently the policy does not start for 30 days and then there is another 30 day waiting period (total 60 days) before they will approve a "replacement". Their agent is refusing to cover any service, and claims that a pump (a part) constitutes a "replacement". The warranty does not define a part as a replacement, it refers to replacement of systems and appliances. Furthermore, my "deductible" for the visit is $75 and ***** is billing me $100. If the claim was not valid, then they should not have sent a repairman. The "60-day" waiting period is well buried on page 7 of their fine print, and is only because the "effective date of coverage" begins 30 days after initial payment - and then there is a 30-day waiting period before a claim is honored. Yet they charge monthly premiums for that initial 60 days. I told them I would be satisfied if they would just come back and replace the $45 pump and, if it does not fix the problem, then I will handle any cost from there. They refused and still want to charge me $100 for the service call.

  Business Response

  Date: 08/24/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied when they have the coverage. The claims manager reviewed the consumers account. The consumer was informed that they have two issues. The first issue is the board which is denied per section **** as there are no replacements approved within the first 30 days of service. The second is for the pump which can be approved. The consumer was informed that they will need to pay for the cost of installation per section 9.1.2 of their agreement. The consumer accepted and the approval has been sent for the pump only.

• Initial Complaint

  Date:08/17/2022

  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.

  RE: CASE #******** To Whom It May ********* am writing this letter in regards to services that were not rendered. This is now my second claim I have filed that has resulted in me finding out from a second opinion I have seemed out later that what was diagnosed by the company Select Home Warranty is sending out to my house is not what actually was the issue. These companies that are coming out are charging me $75 dollar fee on top of my monthly amount I pay to Select Home Warranty. I call Select Home Warranty to send out a reputable company to come and service my needs. What I am getting is companies that are saying something major is wrong resulting in a far more expensive issue than what actually is going on. Last month I called to get a plumber to come out and fix a leak under the sink. He supposedly told me that he temporarily fixed the leak and I needed to call out a plumber and they will fix it for around $450 (he offered for me to call him back to do it with his business to take advantage of me). I had a friend who is a plumber come out and come to find out it was not necessary at all. There was no need to have someone tear out the wall and do everything he had told me I needed to do. I am very frustrated with the fact I am being sent people from various companies to my home who just want to make a buck and take advantage of the situation. Lastly, I called because my AC was not working. Air Quality Specialist was the company that came out. Claimed it was a broken blower. I had another company come out for a second opinion it was a missing bolt from the blower. I am paying Select Home Warranty to back up the people they are referring to me and now they are refusing to give me back my $75 service fee. They are hiring incompetent companies, and are s******* the consumer for money when they have done absolutely nothing. This is wrong and bad business. Additionally, they are backing up a company trying to s**** the consumer.

  Business Response

  Date: 08/24/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that both technician sent to them gave the wrong diagnosis to get extra month from us. The claims manager reviewed the consumers account. The consumer stated that the technician said they need a new blower motor when it was just the bolt needed to be tightened. The consumer stated that they got their own technician who fixed it.The claims manager informed the consumer that they have been assigned to their account to assist them and they will reimburse the fee they paid to the technician.

• Initial Complaint

  Date:08/16/2022

  Type:Product 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 spoke with a Select Home Warranty (***) sales representative on July 14, 2022. I asked specific questions in reference to contract details about the contract terms and stipulations. I agreed to sign up for the(***) warranty based on the information I received from the sales rep. I already had a home warranty scheduled to expire on July 20, 2022 and agreed to a *** start date of July 20, 2022. *** immediately debited my account for $449.99 on July 14, 22 within 10 minutes after confirming with the representative. I read the contract terms and decided that it did not meet by expectations based on the *** sales representative conversation. I called and canceled contract:768658820. on July 28, 2020.To date I have not received my refund for the canceled contract. When I spoke to *** representative on July 28, 2022, I was told I would receive my refund within 10 days. The contract cancellation refund is past the 10 to 14 days promised. I spoke to another representative on August 15, 2022 and was told that the check had been processed on July 28, 2022. He indicated that since I have not received a check they would have to issue a stop check. I have not received my refund and no one at *** company has any idea how to track to see if a check was sent. *** contract reads as following for cancellation: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.I am due a full refund and I request receipt of my refund ASAP.I am requesting that the Better Business Bureau assist in in the recovery of my refund.Regards,*********************

  Business Response

  Date: 08/24/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they terminated services a few days after they purchased the agreement. The consumer was upset that they are not getting a full refund. The claims manager reviewed the consumers account. The consumer was informed that they will be issued a full refund back to their credit card.
  
  The consumer has been issued a full refund in the amount of $449.99 back to their credit card on 8/17/22. The consumer should be able to view the refund on their credit card statement within the next few business days.

  Customer Answer

  Date: 08/24/2022

  
  Complaint: 17727057
  
  I am rejecting this response because:

  SHW credited my card  but it wasnt willingly. I canceled the contract well before 30 days because the sales representative had made statements about contract terms that were fabrications.  I actually read the contract to discover the contradictions.

  
  They initially gave me the run around for 17 days about a check they had issued and would have to stop payment because I had not received it. I filed this complaint to get assistance from BBB because the original SHW check was going to prorate my refund and charge a cancellation fee. The contract clearly states that a full refund is due if the contract is canceled within 30 days. The 30 day cancellation policy is either a fabrication or very misleading at the least.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/05/2022

  The consumer rejected our response.
  
  The consumer terminated services within the first 30 days of purchase and was issued a full refund of $449.99 back to their credit card on 8/17/22.  The consumers account has been terminated. The consumer has been refunded accordingly.

  Customer Answer

  Date: 09/07/2022

  [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:08/16/2022

  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 have had two claims for warranty left unresolved. Service providers assigned do not take care of the problem or drag out repairs. We have been without proper working AC unit since our first claim July 7th 2022. We have been given a date of mid September before it can be repaired.

  Business Response

  Date: 08/24/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their dishwasher and A/C system claim. The claims manager reviewed the consumers account. The consumer was informed that their A/C claim was approved for the parts and they need to pay for installation which is not covered per section 9.1.2 of their warranty agreement. The claims manage reviewed the consumers dishwasher claim.The consumer stated that they need two gaskets. The consumer was informed that they will get in touch with the technician but gaskets are not covered per third warranty terms and conditions.

• Initial Complaint

  Date:08/16/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a yearly service contract and a serviceman diagnosed the problem with our dishwasher and ordered the part. Despite repeated calls and a contract, no one will pay for the part for delivery and we subsequently cannot get it repaired. I am in a wheelchair and it is a health hazard to have a non-working dishwasher. This seems like an ADA ********** I need resolution.

  Business Response

  Date: 08/24/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they are having issues with their dishwasher for a while. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that we approved the claim so that they can have a working dishwasher. The consumer stated that the technician wont go get the part. The claims manager informed the consumer that if that is the case we will get a new technician dispatched and order the part and ship it to their home for installation.

• Initial Complaint

  Date:08/16/2022

  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 have been trying to cancel my service, and cannot get thru on the phones, so I tried emailing customer service and was told I have to call. I just want to cancel.

  Business Response

  Date: 08/24/2022

  The consumer filed a complaint through the BBB due to issues with their warranty service. A claims manager reached out to the consumer to discuss their claim concerns. The consumer corresponded with the claims manager via email. The consumer requested cancellation of service. The consumer was informed that their warranty agreement will be cancelled per their request and they will no longer be charged their monthly recurring installment.

  Customer Answer

  Date: 08/24/2022

  [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:08/16/2022

  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 complaint I have a home insurance policy #******* with ************************* supose to cover the pool filter , I placed a claim number ******** on july 12 2022 , they sent me ****** pool service on July 15 2022 who indicated that the filter needs to be replaced he submitted his diagnostic report $1900.00 total to the company select started to give me the run around everytime I called to get an update from July 15 till August 15 when ******** from authorization department has a 3 way call with *********** the technician she approved the filter replacement , I select called today August 16th thet told me thet will only pay $300.00 & I have to pay the rest from my pocket, this is a scam when I bought the policy they said I was covered for pool equipment replacement if anything went wrong they will replace it & that is why I paid the extra money for such coverage. This is a scam

  Business Response

  Date: 08/23/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their pool is still not fixed and they are not being approved for more. The claims manager reviewed the consumers account. The consume was explained our terms and conditions at length. The consumer was explained that they have a maximum allowance of $400 per section **** for their claim type. The consumer was explained that we cannot exceed the maximum allowance. The consumer was upset with their claim determination.

  Customer Answer

  Date: 08/25/2022

  
  Complaint: 17725699
  
  I am rejecting this response because: i was told when i signed up for the 5 years contract  the all pool equipments are covered for a total replacement if needed plus during my claim every time I called select home warranty representive said it is covered for replacement they just have to contact the technician to give him the ok to replace the filter,  what they are doing in misleading costumers in order to buy the contract which I never received at all so I had no idea that was a limit for the pool equipment so at this point I would like to cancel my contract & get my $2700.00 ( aprox. ) that I paid i want a full refund 
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/05/2022

  The consumer rejected our response disagreeing with their determination.
  
  The consumer hired their own technician and submitted diagnosis. Diagnosis revealed that the pool filter needs to be replaced. The Manifold,o ring, spring and cartridges are bad. The consumers claim was approved for their full policy allowance of $400 per section **** of their warranty agreement.
  
  ****  Dimensions,Brand and Color, Limits. Select will not be responsible for matching a system or appliance's color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar builders grade.The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment (HVAC), the repair/replacement allowance is $3000. For appliances, plumbing, and electrical (non-heating or cooling) the repair/replacement allowance is $500. For additional coverage options, the repair/replacement allowance is $400. If Freon coverage is selected as an option the limit is $200.Furthermore, you agree that during the first 30 days of coverage, no coverage will be provided for the replacement of entire systems or appliances or Evaporator Coils, condenser coils. Compressors,control boards, motors of any kind.
  
  At the present time the consumers claim is approved for their full policy allowance of $400 per section **** of their warranty agreement. The consumer has been serviced accordingly.

• Initial Complaint

  Date:08/16/2022

  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 approximately 8/4 I filed a claim with Select Home Warranty for a leak in my roof. I received notification from them stating they could not find a contractor in our area and they advised me to find my own contractor to fix the roof. I obtained 2 estimates and forwarded the least expensive to the warranty company per their request. They responded back to me denying the claim. I spoke with a customer service rep and she stated that because the "roof repair" was a free add on to my policy, that they will not cover any repairs. I explained to her that my policy does not state that they will not cover the roof because it was a "free add on. She then stated that because the contractor had to remove the tiles to get to the leak that it was not covered. I spoke with a supervisor and she stated the same thing. I called back and was connected with a man stating he was in the resolution department. He told me that they would not cover it because they considered it to be extensive repairs because the tiles needed to be removed in order to get to the leak underneath. I asked him how was it supposed to be repaired without moving tiles. I offered to split the cost of the repairs with them and he stated that they do not cover roof leaks. I feel that when i bought the policy in July of 2021 (with a start date of November 2021) that they did a bait and switch. The sales rep I spoke to said roof leaks was covered even with a tile roof. They offered me a free repair on my next service call which I declined as that is not going to pay for the roof leak. He claimed that it was not a simple repair due to the removal of the tiles to get to the leak. I asked him what is an example of a "simple" repair and he stated that it would be not having to remove the tiles. Removing the tiles is the only way to get to the leak. The contractor even stated that he would warranty the repair for one year which benefits Select Home Warranty.

  Business Response

  Date: 08/23/2022

  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 a non covered issue. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was offered a $200 approval towards their claim as a one time good will approval.