Business Profile

Home Warranty Plans

Select Home Warranty LLC

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Complaints

This profile includes complaints for Select Home Warranty LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,709 total complaints in the last 3 years.
1,753 complaints closed in the last 12 months.

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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:08/13/2022
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.
About two weeks ago I call about my washing machine has broken down they could not get me a appointment until Aug 11 2022 the repair company came out he walked in spun the drum inside the washer and stated it **** the earrings replaced. he walked outside to check the parts he had. the repair man said he had all the parts and can fix the machine right now but select home warranty denied the repair saying it will cost to much money . the repair man charged me the 100 deductible and left my home ( so now I'm 100 in the hole and still have a broken washer) two days later I called to find out what's going on and was told the wanted to offer me a cash settlement of $125 dollars as they stated the parts are not available ! well that was the first lie as he had all the parts and they are available everywhere as I checked. so basically when I was sold the police the salesman stated ( REPAIR OR REPLACE ) NOT OFFER A LOWBALL SETTLEMENT ! so now with my 100 to the repair man this means they are offering me 25 dollars was a settlement !!! this is a joke and is a ripoff I stated I wanted the washer fixed or replaced !! period !!
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 their $125 cash in lieu approval. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section 8.3. The claims manger offered to increase the approval to $250. The consumer was not happy with the determination. The consumer was explained that their unit is 12 years old and the maximum they can approve is $250.
Customer Answer
Date: 08/19/2022

Complaint: 17712109

I am rejecting this response because: the sales tactics over the phone was a verbal agreement that no matter what age the item is their company would Fix or Replace the item I have read hundred of others complaining members about the same tactics and they try to lowball you with ********* settlement. You never see this in any upfront contract until a week later when you receive the email !! I will not accept a cash settlement I want it fixed or replaced or my entire contract money back

Regards,

*************************************
Business Response
Date: 09/01/2022
The consumer rejected our response disagreeing with their determination.

***********************/Sears was dispatched to the consumers home for diagnosis. Diagnosis revealed that the basket in the tub needs to be replaced.Per the make/model and serial number the unit is 12 years old. The consumers claim as approved for $125 towards the cost of replacement per section 8.3 of their warranty agreement. When the consumer spoke with the claims manager as a show of good will they were offered an increased approval to $250.

8.Select's Option. Select shall have the sole and exclusive option to:

iii. In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair,said determination being made by Select, Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;

Per the below depreciation determination the consumer is currently eligible for $0. However, despite the below determination the consumer was offered an increased approval to $250 in lieu of the original $125.

https://www.claimspages.com/tools/depreciation/appliances-major/washer/age=12/rcv=900/

At the present time the consumers claim is approved for $250 towards the cost of replacement per section 8.3 of tehri warranty agreement.The consumer was sent a reimbursement form for $250. Once accepted and resubmitted we may proceed with having their reimbursement check processed.
Customer Answer
Date: 09/07/2022

Complaint: 17712109

I am rejecting this response because:
This company lies the sales person stated they will repair or replace any appliances that brakes no matter what the age they never tell you they will offer you a ridiculous LowBall offer they take your payment and email you the contract weeks after you pay after I payed the ****************************** 125. What a joke for they are offering me 25 for my broken machine this company is a rip off and has thousand of negative complaints and reviews! All saying the same thing. I want my full contract money back as I was lied to !

Regards,

*************************************
Initial Complaint
Date:08/12/2022
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.
Policy Holder: ******************* Policy #: ******* Claim #: ******** Property Address:116 ********************************************************************************************************************** Amount paid for warranty $1100 Select Home Warranty is not sending technician to check what problem my garage door actually has. and their representative were really rude specially the last person I talked to , her name is ******** and I called for my claim # ******** . I opened this ticket as my garage door stopped working. as a customer I am not technical person so whatever option while submitting the claim sounded as could be problem is what I selected. but now Select home warranty is refusing to send a technician saying the problem I mentioned is not covered. but as a customer simply had just guessed and ********************** that as a problem. they should send a technical to check and if the problem is not covered then declining claim makes sense. but without sending technician they are declining my claim which is not correct. I paid $1100 for warranty and this is my second claim with them and they are refusing to even send a technician to check is really a horrible service.
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 their claim was denied without having a technician dispatched for their claim. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that they reported a non covered issue so their claim was denied. The claims manager informed the consumer that we can have a technician assigned to their claim and they may contact them to schedule an appointment.
Initial Complaint
Date:08/12/2022
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 warranty through Select Home Warrenty November 13, 2021. contract number is *********. First claim is pool items on August 3, 2022. I called to report my pool pump, Flow sensor, actuator valve, and Levelor pool filler was malfunctioning. Told me to put four items on claim and **** Poolspa would come Friday, August 5, 2022 to assess and repair items. ****** came on 8/5/22 confirmed 4 items need repair. Paid $75 service fee check. Waited weekend, called Select 8/9 asking status repairs and told had no communication from **** Representative called ***, he told them that he did call work order in, representative told him send via email. 23 minute call. Called Select 8/11 for 40 minutes, spoke to supervisor, he needed 1-2 more days for approval for pool items to get fixed. Today 8/12 (nine days into pool claim) I got email from Select stating they have determined that your policy does cover this item, and that you have been approved for the full available cap of $400 for the repair. Please refer to your policy section **** of your agreement. And for me to contact the contractor to complete the repairs for $400 and any work over this available cap I am responsible for. I called Select today, two hours and 17 minutes waiting for supervisor to discuss section **** of contract. It does NOT state there is a yearly cap, yearly allowance, CONTRACT allowance for repairs to the pool which is an additional coverage I added on/pay for. The contract under **** Dimensions, Brand and color, limits say for additional coverage options in the first three months $150, Repair/replacement Will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. The contract says nothing about a cap, yearly cap, yearly allowance or contract allowance, it refers to repairs, appliances and parts. It refers to This repair allowance referring to a specific repair/part. I have 4 items needing repair, totaling ***** ****
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 with their $400 claim determination. The claim manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section **** of their warranty agreement. The consumer was upset with the determination.
Customer Answer
Date: 08/19/2022

Complaint: 17710959

I am rejecting this response because: this business is not following the contract that was prepared by them and given to me upon purchasing this Warrenty foe my home appliances. No where in our contract does the word CAP exist. They are saying the word allowance under section **** means a yearly cap for services when no where in the contract does it say YEARLY CAP orYEARLY Allowance. If they had stated a yearly cap of services of ****** after the first three months, I would NOT have purchased this policy as it doesnt provide much coverage for when things in a pool breakdown. They are purposely and ********* trying to defraud the consumer by not living up to their contract THEY wrote and by interpreting this sentence in section **** as per year allowance when it reads as PER REPAIR. In fact, their acceptance letter to me of August 12, 2022 at 6:23 am where they state
After a Review of the information provided to our office, we have determined that your Policy Does Cover THIS **** , and you have been Approved for the Full Available Cap of $****** for THE REPAIR. Please refer to your policy section **** of your agreement.
They state that the repair of the **** is approved and subject to a cap of $******. NO WHERE IN THE CONTRACT DOES IT SAY THERE IS A YEARLY CAP FOR REPAIRS. The word CAP is NOT in Section **** or the whole policy. They cannot make up a yearly cap or allowance when it doesnt state that in the contract. THEREFORE, the ****** allowance is per repair as they stated in their above referenced acceptance letter when they refer to This **** being covered. My pool has 4 things that need repair and those items each have an allowance of $****** for each item. That is how the policy reads and to institute a yearly CAP where one doesnt exist is only to defraud me, the consumer. Again, when the salesman who sold me the policy online talked to me about adding my pool to the policy, he never discussed with me about any Cap or yearly allowance. If he had I would have never done business with Select Home Warranty. This is the first claim to my policy since I purchase it November 13,2021 and so far it has been nothing but a headache. I believe Select is being fraudulent and not operating in good faith with me, the consumer, by using the words Full Available Cap when they do not exist in my policy. I want my FOUR ****S in my pool fixed and them to pay out the allowance of ****** per item as stated in my contract, totaling $1,600.00.
I want the BBB to help me enforce my contract with Select Home Warranty and stop them from blatantly making up language not in my Contract in an attempt to defraud me, the consumer.

Regards,

******************************
Business Response
Date: 09/01/2022
The consumer rejected our response disagreeing with their determination.

Section **** lists the annual allowances for each claim type.The allowance is not per item in the claim.

The consumer filed a pool claim on 8/23/22. Diagnosis revealed that the pump is not working and not turning on. The actuator Is not moving and the auto filler is not working and needs to be replaced. The consumers claim was approved for their full allowance of $400 per section ****. The allowance is $400 for additional coverage options claims. Once the allowance is consumed the consumer can no longer be approved for any pool system claims for the remainder of the year. Once the year is over the consumer will be eligible for approvals towards pool system claims if covered.

****. Dimensions, Brand and Color,Limits. Select will not be responsible for matching a system or appliances color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment (hvac), in the first three months of coverage, a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances (non-heating or cooling) in the first three months, a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150, repair/replacement will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event that the part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits. If Freon coverage is selected as an option the limit is $150 for the first three months of coverage and $250 for the remainder of the contract. Furthermore, you agree that during the first 30 days of coverage, no coverage will be provided for replacement of entire systems or appliances of evaporator coils, condensed coils, compressors,control boards, motors of any kind.

For additional coverage options the allowance is $400. The consumer filed a pool claim was approved for the full policy allowance of $400. The technician has been provided with the full approval for this claim type. The consumer at this time is not eligible for any additional approvals as the full allowance of $400 has been approved.
Initial Complaint
Date:08/12/2022
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 select home warranty since oct ******************************************************** you do not have to pay any extra for up grade in case we need to replace the item and this is my first claim for a refrigerator stop working so they send me a repair man and said the compressor is bad I let the insurance they have to replace compressor or the unit I pay him $80. Co payment and he drained the free on by making two hole i the pipe from each side and left SHW send me email saying they only pay me $200.00 for repair or replace , I told them I pay insurance to fix stuff when it break I been to fix mine because it match all the appliances in the house and give this $200. To the repair man they told me find your repair man may be is cheaper I told customers service your repair nan made two holes in the pipe and drained my free on send him back to replace it so far they do not want to solve the problem and all there fult because they are greasy and not supposed to do business in CA and complains to all govern agancy
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 the cash in lieu approval when they were told repair or replace. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions as well as section 8.3 of the agreement. The consumer did not accept their claim determination.
Customer Answer
Date: 08/20/2022

Complaint: 17709115

I am rejecting this response because:they did not attempt to repair or replace the fridges they only offer $200.00 payment and is not even enough for sales tax and customer service has no power to make decisions they calling from ******** *************** I ask him to have some y from New Jerseys to call me or transfer me because they are attempting to solve the problem
so I bought a refrigerator with $ ******* and they only offered me $200.00 and this is not fair and is not in agreement when I bought the policy I paid the highest policy and even they told me I do not have to pay for upgrade if they can not find my brand model and they can Chck the phone recorder with the sales man name ******** feel I have been betrayed and they reaped me off
please do what you can to solve this problem because all is the select home warranty fault otherwise I will put in face book the story and have all my contact to share it because if this how they do business they should not do business in **********

Regards,

***********************
Business Response
Date: 09/01/2022
The consumer rejected our response disagreeing with their determination.

*************** Service/Sears was dispatched to the consumers home for diagnosis. Diagnosis revealed that the compressor is bad. The consumers claim was approved for $200 towards the cost of replacement per section 8.3 of their warranty agreement.

8.Select's Option. Select shall have the sole and exclusive option to:

iii. In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair,said determination being made by Select, Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;

At the present time the consumers claim is approved for $200 towards the cost of replacement per section 8.3 of their warranty agreement.The consumer has been sent a reimbursement form for $200. Once accepted and resubmitted we may proceed with having their reimbursement check processed.
Customer Answer
Date: 09/09/2022

Complaint: 17709115

I am rejecting this response because:
I send the company the receipt of the new Refregration from ******s for and call them they said we got your receipt On 09/06/2022 for the amount of $ **** and call them they put on hold for 35 minutes and said we will call you back within 10 minutes tell this moment I never got a call from them
all I ask them to pay a fair value of my refrigerator I paid over $3000. On April 14 2013 to ***** and want SHW to pay me at least half of what I paid for the new one from ****** $****.00 but the two hundred dollar they over not even cover sales tax I call again but they did not answered or I asked to fix mine also their repair man made two holes in the pipes of the compressor and drained my free on which made the problem worse I believe this company cheated me and this is my first call

Regards

***********************
Business Response
Date: 09/20/2022
The consumer rejected our response disagreeing with their determination.

*************** Service/Sears was dispatched to the consumers home for diagnosis. Diagnosis revealed that the compressor and oil drier is bad and needs to be replaced. The consumers claim was approved for $200 towards the cost of replacement per section 8.3 of their warranty agreement.

8. Select's Option. Select shall have the sole and exclusive option to:

iii. In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair, said determination being made by Select, Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;

At the present time the consumers claim is approved for $200 towards the cost of replacement per section 8.3 of their warranty agreement.The consumer has been sent a reimbursement form for $200 which was accepted and resubmitted. The consumer will be reimbursed $200 via check. The consumer will be notified via email as soon as their reimbursement check is mailed out.
Initial Complaint
Date:08/12/2022
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 current home service warranty from Select Home Warranty. I requested service because a GFI wall plug became defective. After a weeks of emails and calls, Select could not locate a simple electrician in all of Northern **** to fix a *************. At most a 20 minute job. There contract says that they will find the service agent and make the necessary arrangements. Now they tell me to find my own repair person and pay for the service (if they approve before contractor begins repair). They will then reimburse me within 30 days. I purchased the service contract from Select Home Warranty so I would NOT have to go through all those hassles.At the very least very poor service, at most a fraud organization.
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 we did not dispatch a technician for their claim. The consumer stated that they have someone coming out tomorrow. The consumer was provided with the secure your own technician instructions and will contact the representative when the technician is there.
Initial Complaint
Date:08/11/2022
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.
Water problem in house no response from select warranty *** didn't sent out a plumber nothing!
Business Response
Date: 08/18/2022
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: 08/18/2022

Complaint: 17704053

I am rejecting this response because:

Nothing change this Company is scam so I told them to cancel my policy worthless!

Regards,

***************************
Initial Complaint
Date:08/11/2022
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.
Someone came to my home and looked at my air conditioner. and said I have a leak in my line .But no one fixed it or return back out.
Business Response
Date: 08/17/2022
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 were told HVAC is covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consume was informed that HVAC systems are covered however, their unit had a freon leak which is an exclusion on our agreement per section 6.3.6.The consumer was upset with their determination.
Initial Complaint
Date:08/10/2022
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.
Back in July 2021, I was offer: 14 months service and a $200 discount (Original $650 for 12 months) for a Home Warranty Policy for a total of $450. A payment was issued see exhibit A and a Policy #********* was deliver in my name via email See Exhibit B.Claim #1 Nov 2021 # **********. Toilet over flow. No one responded to my calls. Claim #2 Dec 23, 2021, same claim # ********** Toilet and bath top overflow ( Emergency call, no one show up...left the home, unable to stay in home, no one responded to calls or show up. Claim #3 Jan 1 ,21, 2022 claim #******** Gas Oven not working. A gentleman show up, look at the oven for 5 seconds, wrote a report claiming oven was rusted. Call company several times in disagreement, company refuse to listen. Call a friend, repaired the oven ( A hose was disconnected out side: if the technician has bother to look outside could have repair it in 5 minutes, even do company argued "We do not repair hose. The gas hose was not broken it was loose) I was left for a week unable to cook. Paid $75 feed. See *************** #4 (On or about April 2022 claim #******** Staked *************** reported neither "ITEMS" were working. Sear Comp technician come by, reported that washer was unrepairable. I asked to check the Dryer: He claim he did not had claim number for the dryer and he left. Paid $75 service feed. Exhibit D. Company advice me to buy *************** will reimburse $200 once I send the invoice.Claim #5, April 25, 2022 claim # ******** Ceiling Fan. I was told to buy a ceiling fen and send then the statement. I did, See ****************** via Email .See *********.Call the company several times to get money for ceiling Fens. They replay my contract was cancel out.Claim #6, May 1, 2022. Claim #------Company refused to acknowledge claim. May 15, 2022. Receive a check for $1.19 for Refer. # *********-02112782. See Exhibit G.
Business Response
Date: 08/17/2022
A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer stated that they were upset about the coverage which is why they cancelled services. The consumer requested the $200 plus the $75 for their washer and ceiling fan claim. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section **** of the agreement. The consumer requested reinstatement of coverage. The consumer was explained that they contacted our office on 4/19 to terminate services and we terminated per their request.
Initial Complaint
Date:08/09/2022
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 for a toilet backup July 30th (10 days ago). I kept getting emails about contractors being dispatched but the links do not work/there are scheduling difficulties. 10 days later approx. the plumber stops by and call them for authorization. It is a regular stoppage which should be the most common type of claim for them and they tell the plumber that the authorization ***** is closed. Home Select offers service 24 hrs and their authorization ***** closes at 5 pm? Then a rep tells me they have to review the claim because the plumber was not on site when he called for the approval. I say he was. Then they say they have to review the claim for 1 to 2 business days. To see how they can deny it? Why do you need to review a backup claim? The diagnosis is "a backup." I have been on hold for hours for no help.
Business Response
Date: 08/16/2022
The consumer filed a plumbing system claim on 7/30/22. ***************************** Plumbing was dispatched to the consumers home for diagnosis.Diagnosis revealed that the toilet is backed up and needs to be snaked. The consumers claim was approved for $240 for basic snaking of the stoppage. The consumers claim is approved for $240 for the snaking of stoppage. The consumer may contact the technician to schedule an appointment for the repairs.
Customer Answer
Date: 08/16/2022
[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 i was surprised when they madre wait days because their authorization **** was closed, It was fixed.

Regards,

*******************
Initial Complaint
Date:08/09/2022
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 7/7/2022 I submitted a claim to Select Home Warranty (hereafter referred to as SHW) as my central air conditioner stopped working. I was told a repairperson would arrive 7/20/2022. After looking at my ac the tech said he would submit a report and I should hear back from SHW in about 2 - 4 hours. I called the next day on the 21st, on the 25th, and the 29th and still I have not gotten any answer as to what is the final status of repairs that were suggested. I have made many phone calls, sent several emails and a letter to the headquarters in Mahweh with no response from the company. Attached is a copy of the letter I sent that has much more details of the communications between myself and them. I want to know what is happening with my claim. The last date mentioned in the letter was 7/27/2022. On 7/29/2022 I again called SHW, spoke to **** who told me it was expedited to Management Resolution Team.. I was told I may possibly get a call from ***** (part of Management team). Today is 8/9/2022 and I have not gotten any response at all from my phone calls or from my letter. You can contact me for more information or if you have any questions. Email ******************* Cell phone *************
Business Response
Date: 08/16/2022
A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that there has still not been a resolution on their claim. The claims manager reviewed the consumers account. The consumer was informed that they will reach out to A&E/Sears to see what the delay is.
Customer Answer
Date: 08/17/2022

Complaint: 17695298

I am rejecting this response because: What the customer service manager told me does not match what he told the BBB. He told BBB that he will contact ***** to find out why there is a delay but I was told the reason the ** failed was due to improper installation and he could not know that without getting an analysis from ****** I was also told he would refund the last service call charge of $45 and was offering a full $45 discount on the next service call. We appreciate the service managers attitude and the fact that he apologized for the poor service as well as his efforts to make future service better. We also are very appreciative of BBB's help in getting the company to finally contact me. I have put these comments into the rejection pile just to clarify what the final conclusion of the situation was. We hope that he keeps his word because all the other CSRs did not keep their word.

Regards,

***************************
Business Response
Date: 08/26/2022
The consumer rejected our response.

***********************/Sears was dispatched to the consumers home for diagnosis. Diagnosis revealed that the consumer had an improper installation on the *** drain line.

The consumer ended up hiring their own technician. Diagnosis on the invoice revealed that the unit was low on freon. Did a leak search and found evaporator coil leaking and will need to be replaced. The consumers claim was denied per section 6.3.6 of their warranty agreement as freon, freon leaks and any damage resulting from the leak is not covered per their warranty terms and conditions.

6.3.6. Air Conditioning (Central).This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components: (i)Condensor *********** (ii) compressors; (iii) condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (********* switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors

Excluded: window, wall, portable air conditioning units. This Agreement does not cover (i)Freon; (ii) geothermal systems;(iii) air filtration systems; (iv) humidifiers; (v) condensation leaks;(vi) mismatched systems;(vii) freon leaks;(viii)damage caused by freon leak.

At the present time the consumers claim remains denied per section 6.3.6 of their warranty agreement as freon, freon leaks and any damage resulting from the leak is not covered per their warranty terms and conditions.

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