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 has 6 locations, listed below.

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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

• 

  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 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:08/16/2022

  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 don't how to say it, but to say it and ask for help. Last year I joined https://www.selecthomewarranty.com/ over the phone. They were reasonably priced for my needs. I bought the Platinum membership because I knew my ** was old and could go out at any time. $528.00 has been paid out to them with nothing in return.8.14.22 Sunday the ** went out in my home. Well, I called Select Home Warranty and told them the ** was out. I asked them to expedite the request because I have a 4 week old baby and asthmatic in the home. 8.15.22 The technician came out and he said the motor/engine was blown and there was a leak. He recommended the ** unit be entirely replaced. I thought, "Well, thank God, I got the Platinum Coverage which covers the following. **, Cooling Heating System Plumbing System Electrical System 8.16.22 Well, when I received the results of the claim, it said that the ** had a freon leak and that they would not be able to cover the repairs/replacement of the **. I immediately called them as the technician told me the main issue is the motor/engine was blown and he saw a small leak as well. When I told the rep, her response was, "If there is anything that is not covered wrong with the unit, then we won't repair/replace it." What?I tried to cancel with them and was told there was a $75.00 fee to cancel but if I wait until September 1st-15th I cancel with no penalty. What?Now, day 3 with no ** which is fine if you aren't a newborn baby and an asthmatic. I've paid $75.00 for a service technician. I've paid $528.00 for a service that did nothing. I want ALL of my money back.

  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 about their freon leak denial when they had other issues with the system and it should be covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consume was explained that once the unit has a freon leak coverage is excluded for the system. The consumer requested cancellation of service without a fee. The consumer was informed that they will go ahead and have their request processed.

  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 ********.  Although, they refunded the cancellation fee I am completely dissatisfied with their service.  They are a terrible company and unethical.  
  

  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.

  8/13 $60 I have a multi year plan with Select Home Warranty. I expect a warranty company to fully vet the contractors that they send to customer's houses before doing business with them. But instead of vetting the company to ensure they were legit, they sent out a couple using a business name that does not exist. There is no record of this company on line and there is no business phone #. There is only a personal cell phone that a woman is only answering via text. They bullied me into paying a service fee because they came out but when I left a negative review about them, these people threatened me. I have seen other complaints about these people scamming home warranty customers and when I tried to file a complaint about this to Select Home Warranty, they refused to hear me. They insisted that all of their contractors are licensed and insured but the business name that they provided does not exist. They continued to tell me that these people not being a legitimate company was my opinion meaning they will not even investigate. I asked for my $60 service fee to be reimbursed and they refused. I asked them to look into this company and they refused and continued to tell me that it was my opinion and not a fact. I am filing a police report against the scammers. This is NOT the only time SHW has done this to me. Last time, it was a plumber and when I searched his business name, I found that the business had been closed for over 2 years. When I addressed that with him, he stopped returning my calls and texts and never came out to my home to address my needs. *** has refused to fix almost every problem that I have submitted a claim on and i am convinced that they are also running a scam. I made the mistake of purchasing a 5 year plan with them 2 years ago and I would like to cancel that service and get a refund for the amount paid and I feel like this company needs to be seriously investigated.

  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 stating that we dispatched a technician that lied about the diagnosis. The consumer stated that they hired their own technician who said the line was clogged and wasnt leaking or rusted. The claims manager instructed the consumer to submit an invoice to  see what can be done. The claims manager also informed the consumer that they ill contact the technician to see what happened.

• Initial Complaint

  Date:08/15/2022

  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 filed a claim with Select Home Warranty because my over the range ** microwave went out. Select Home Warranty said they would just replace it because it cost to much to send someone out to repair. They offered me $95.00 to get a new microwave and I also have to pay for installation. New ** microwave $329.00 install is $199.00. I had to wait on hold for over a hour I had to call them more than 3 times to speak with someone. I am not satisfied with this treatment or offer.

  Business Response

  Date: 08/22/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the $95 cash in lieu approval when it costs them $700 to replace with installation. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was offered an increased approval to $175 as a show of good will. The consumer accepted.

• Initial Complaint

  Date:08/15/2022

  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.

  There are actually several complaints for each time I've worked with Select Home Warranty. In October 2019 I purchased a 5 year agreement with SHW for the amount of $2750.00 and took the highest Coverage Plan, Platinum. Each and every time I contact them they either say items are not covered or give me a pittance for the appliance and tell me to cover the rest and I also pay the installation. My pool pump went on July 6th 2022 and I was told I had to pay almost half. They covered $400 and I had to pay $372. This is besides the initial $45 I had to pay for the visit from the pool people. My garbage disposal just failed. I had to purchase a new one since they deem in not worthy of fixing my old one and gave me $75 and I had to pay Angi's list to get it installed. Now my touch board on my built in Whirlpool microwave went and they will only give me $95 to replace it and once again I pay for the installation. I told them it was 6 years old but if I look up the receipt I believe it's only 5 years old. It seems like they make up the rules as they go. I can honestly tell people NOT to purchase a home warranty through SHW. My sister and nephew have warrantys through other folks and are exceptionally happy. I am a 71 year old lady with stage 4 cancer and all I'm getting from these people is grief.

  Business Response

  Date: 08/22/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with the $95 cash in lieu approval when the unit cost $800 with installation. The claims manager informed the consumer that they have been assigned to the account to assist them. The claims manager reviewed the consumers account. The consumer was offered an increased approval to $225 as a show of good will. The consumer accepted.

  Customer Answer

  Date: 08/22/2022

  [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:08/15/2022

  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.

  Please be advised that despite my repeated requests for immediate cancellation of my home warranty contract #*********, I have been given only a never-ending run-around, so I am finally sending this request for cancellation by email. I have been a member of *** since early 2021, and have been paying my monthly dues on time, via automated credit card payments. The last three months of how I have had to struggle dealing with the *** claims department for bringing attention and resolution to my Air Conditioning repair claims have left me greatly disappointed.1. Claim #******** - filed on June 4, for master bedroom AC not working, after your contractor failed to correct the problem and insisted that I replace the whole unit at a $6000 cost to me, I had an independent contractor do the diagnosis. He recommended that there was no need to replace the whole unit, instead only a component (evaporator coil that was found leaking) needs to be replaced. I called your claims department more than twice (twice in early July and then on July 28) to let them know what I was doing and ensure that it was OKAY for me to get the needed repair work done. After getting their confirmation, I got the work done on July 30th and later submitted the paid invoice of $1500 to ************** (my independent contractor) for reimbursement (which, I was told in early July would be up to $2000, under my policy). My reimbursement claim was denied for the reason that I had not followed the protocol for preauthorization, hidden within some fine print of the contract (even though the phone instructions were different, which is what I followed). 2. Claim #******** - filed on August 14, for my Downstairs AC not working. I was told that multiple AC units are not covered under my policy. When you guys were aggressively selling me the warranty last year, before I signed up, I had categorically asked for multiple ACs (3 units for a large house), and was told that they will all be covered in my policy.

  Business Response

  Date: 08/22/2022

  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 work done without authorization when it should be covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that we approved the first have of the claim and then they got an independent technician do did a leak search and replaced the coil because it was leaking. The consumer was explained that the issue is not covered. The consumer requested cancelation of service. The consumer was informed that their agreement will be cancelled and they will no longer be charged any monthly deductions.

• Initial Complaint

  Date:08/15/2022

  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.

  The contract you sign with Select Home Warranty states that when you file a claim they will assign you a contractor and you will be charged a flat rate of $60.00 for a service call. The contract further states that should your claim fall under their contract terms, you will be reimbursed. They have failed to meet the terms of their contract every time I have called. I paid them $60 to assign a contractor to fix an ice maker. This contractor came out three times and never fixed the ice maker. It cost me $180 to have the same broken ice maker that I had before. Finally I ordered the part and fixed it myself. On numerous other occasions, Select Home Warranty made me find my own contractor, whose service call fees were far in excess of the $60 charged by Select Home Warranty. I had to pay those fees up front and then go back to Select Home Warranty and try to get reimbursed. 50/50 shot at best on that. Seems pretty clear in the contract language that contractors cost me $60 and no more. I have no idea how much I spent in contractor fees that weren't reimbursed. Then when you do get repairs, Select denies your claim for reimbursement as a matter of policy I think, nitpicking through the most tenuous definitions of words in order to find any reason not to pay. And finally, when you have had enough of being ripped off, it is IMPOSSIBLE to cancel the service. I spent 4 hours on hold Friday trying to cancel, only to be told that the office was closed for the day and to call back Monday. Im now on my first attempt to cancel the service today and I've already spent an hour on hold. These people are a menace to consumers. If I knew how to sue ******** I would. I want every ***** that I gave these scammers refunded to me. That's $2745.00 for a 5 year contract that they couldn't satisfy even 1 year of. That is reasonable to me considering they have provided no service during the year and have cost me money on top of it.

  Business Response

  Date: 08/22/2022

  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 its hard to get reimbursed. The consumer requested cancellation of services and a full refund. The claims manager reviewed the consumers account. The consumer was explained that technicians were dispatched on several claims and they have been reimbursed so unfortunately they are note eligible for a full refund. The consumer was informed that if they terminate services their agreement will be cancelled per section **** and their cancellation fee can be waived as a show of good will.The consumer did not accept the determination.

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. My issue was Friday, August 12. I had submitted a plumbing claim which was denied. In the process of questioning the denial, they canceled my policy claiming that I had authorized the cancellation , I called to question the denial. The representative explained the denial, and I asked how much money I would be reimbursed if I canceled my policy. She said she could not give me an exact figure but then gave a number over $500. She said the loyalty department would be able to give an exact figure. I asked to be connected to which she asked if I was planning on canceling or just getting that figure. I said that one depended on the other. If it was the $500 or so figure, I would have canceled. Once connected to loyalty, I was told that my plumbing (macerating toilet) claim was rightly denied (still wondering about that), and that if I canceled my policy I would receive $60-quite different than the number I was given previously. That was frustrating and confusing to me. The loyalty representative let me vent, then suggested that I keep the policy and he would waive my next $60 service fee. I said to him that I was not interested in the $60 service fee. I told him to keep it. I absolutely never authorized him (or anyone) to cancel my policy-to do so would be stupid for a couple of reasons: *I paid up front for i think 3 years of "coverage". over $1,000 *I have another claim in (refrigerator) claim #******** There is absolutely no way Iwould cancel all that for $60 I suppose there could have been a misunderstanding, or the representative was displeased with my venting and decided to unenroll me, but make no mistake-I did not authorize anyone to cancel my policy. They claim to have listened to both recorded calls and that I actually did cancel, which is bogus. I asked for the recordings but am not hopeful. If my refund was over $500 as I was told initially, I will happily cancel and apply that money to repairs and go my own way. Please help!

  Business Response

  Date: 08/22/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claims process and wanted to terminate services. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer was offered to maintain services and they can approve their refrigerator claim for $250 for the cost of the parts. The consumer was explained that installation is not covered per section 9.1.2 of the agreement. The consumer was instructed to submit the invoice for reimbursement.
  

• Initial Complaint

  Date:08/14/2022

  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 am currently fighting with my warrenty company about a claim. I was given permission to get my own tech to fix my ac because all of theres were unavailable. They claimed many different things like not getting my invoices and then to not havimg given me permisssion and then saying the invoices were missing required information. I have made so many calls with them over the last 2 months never getting anywhere. I dont know if they arent being trained right bit its always a different answer when i speak with them. I am sure they are trying to exhaust my efforts to make me give up but i refuse. My air conditioner broke in 100+ degree weather and i paid for 3 years of their service upfront. They are only partially reimbursing me, The smaller amount of course. Im ready to get lawyer if i cant get this resolved. And the worst part is this company i found after doing lots of research to have high ratings and its a lie.

  Business Response

  Date: 08/19/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they only got approved for 1 invoice submission. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that they did not receive authorization from us for the motor and that claim cannot be approved. The consumer was informed that a check has already been mailed out for the claim that is approved.

  Customer Answer

  Date: 08/19/2022

  
  Complaint: 17715621
  
  I am rejecting this response because: none of this is true. I was given verbal permission to hire my own tech....they failed to send me any form of documentation of any kind of their process. Also all of there customer service rep told me something different. The only thing for sure was i was told i had to hire my own tech because all of the ones they work with were unavailable. Even though it was 100+ degrees out i had to get my own. I told them i couldnt afford too so after a week of no available tech i did call my own. What they didnt didnt work so i had another come out and the second one actually worked. My unit it 30 years old and was told by both my techs no one will work with these warrenty company because they are all frauds and liars. So now i know. And when i did speak with select home warrenty he yelled at me cut me off and wouldnt let me speak and also hung up on my and wouldnt call me back. I am so mad and disgusted with them. I still need a new unit. The fan motor was a temporary fix and im stuck with select home warrenth for another year. I paid for 3 years upfront. I want everyone to know how horribe of an experience i had with them. How disrespectful and unprofessional they are!! 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/31/2022

  The consumer rejected our response stating that they were given verbal permission to secure their own technician. The consumer did not accept their claim determination.
  
  The consumer was approved to secure their own technician. However, the consumer was not approved for any repairs. We cannot approve any form of repairs until a diagnosis and a breakdown of charges for the repair are received. We must receive a diagnosis for review in order to determine what is and is not covered under our agreement. The consumer submitted a paid invoice of the repairs. Per section 5.2 of their warranty agreement it specifically states that we will not cover the claim is the repairs were completed without authorization from Select.
  
  5.2. If Covered. If this Agreement covers the malfunctioning appliance or system, you MUST contact Select PRIOR to obtaining service on the malfunctioning appliance or system.Your failure to contact Select prior to obtaining service may render your claim invalid. Select will not reimburse You if You use your own service technician without first obtaining Select's prior authorization.
  
  At the present time the consumers claim remains denied per section 5.2 of their warranty agreement as the consumer completed repairs without authorization from Select. The consumer was however approved for $173 reimbursement for the balance of the service call fee.
  
  The consumer was reimbursed $175 via check #****** on 8/14/22.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

• Initial Complaint

  Date:08/14/2022

  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.

  The company collected the first months payment before policy even started. Subsequently, when the policy did start, I started to have issues with my condenser outside being that it was 115 degrees outside. On several occasions I reached out to Select home warranty through filing claims, and they told me the did not have anyone available. They told me I would be able to find someone myself, but that Id have to get someone out here for 100 dollars, and that Id be reimbursed. Also, I was told that I would need to get approval moving forward for any repairs. This is unacceptable for me, as I pay for home warranty for peace of mind, and that peace of mind isnt present if I have to do the legwork myself. I requested to be let out of my contract, and was told Id have to pay cancellation fee. Absolutely not. Failure to render service should void the agreement on their end. I subsequently opened another policy with choice home warranty, and select home warranty is still charging me even though the payment method I gave them is no longer valid since I requested a new card. However, they have my PayPal MasterCard information, and when they ram the payment, it declined and pulled funding from the associated bank account. I want my money back for breach of contract. I want out of this policy. I will not pay for cancellation when they failed to render services paid for.

  Business Response

  Date: 08/19/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that a technician was not dispatched for their claim and requested refund and not be charged a cancellation fee. The claims manager informed the consumer that they will refund the last installment.Tell us why here...

• Initial Complaint

  Date:08/13/2022

  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 tried to file 2 claims with them. Each claim resulted in "need more information" which leads you to sit on hold in order to speak with someone. As a few people said before, I have a plumbing issue and told them it is pretty urgent as I have water flooding the bathroom. They "tried" to find a technician which of course they cannot find one as they are all booked. They are telling me to find one and they will only give a $100 approval upfront and then will reimburse me. If they cannot keep their contractual agreement, how do they think I will have enough faith in their business to actually reimburse me. This company is a scam, and I am not sure where all the good reviews come from.

  Business Response

  Date: 08/19/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about not having a technician dispatched for their claims. The claims manager reviewed the consumers account. The consume was explained our terms and conditions at length. The consume was explained that they have issued that are not covered per our agreement. The consumer was explained that they have a $500 allowance and they can be approved for $350 as a one time good will. The consumer was explained that we only cover basic snaking not the pull and reset portion of the claim as well as the rest of the claim as the cause is due to roots which is not covered.

  Customer Answer

  Date: 08/26/2022

  
  Complaint: 17712396
  
  I am rejecting this response because:
  
  They have not sent out the payment as of 7:30 AM 8/26. The payment was supposed to be sent 8/16. Therefore this claim should remain open. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/06/2022

  The consumer rejected our response stating that payment was not sent out.
  
  The consumer was reimbursed $350 via check #******. The consumer should be receiving their reimbursement check within the next few business days.