Complaints

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

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  Select Home Warranty LLC

  1000 Wyckoff Ave Fl 3 Mahwah, NJ 07430-3164

• 

  Select Home Warranty

  1999 Bryan St STE 900 Dallas, TX 75201-3140

• 

  Select Home Warranty Of CA, Inc.

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

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

• 

  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:08/09/2022

  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 purchased Select Home Warranty on June 30,2022 for $460.00 for coverage. I filed a claim on July 2,2022 to repair or replace my kitchen faucet.I was told I would get an email in 1 to 2 days to receive the name of a plumber to make the repair. Never received a email. Called and was told that they dont cover the fixtures that I needed to pay another $249.00. I did. Filed a new claim and will receive email for the faucet claim in 1 to 2 days Never did. Called today August 8 and was told cant fix the repair because it the faucet was faulty before I filed the claim and it is not covered. What??????????? I was never told a claim cant be filed on a prior problem I just needed to pay the additional amount because it was a fixture. This is a scam. I have requested a refund and have been transferred and on hold for more then an hour. I will lose $75.00 and I believe a certain amount a day that I have the policy . Please help me get my total amount paid to this terrible company. I am a senior and on my own. Thought this would help me with repairs but it has brought stress and anxiety to me. Thank You so much ***************************.

  Customer Answer

  Date: 08/10/2022

  Good Morning,  I would like to inform you that I have resolved my complaint with Select Home Warranty. My file number is ********. I want to thank the service associate **************** and the BBB for their quick response to my complaint.The consumer needs all the help they can get these days especially the senior community. Much appreciated. ***************************

  
  

• 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 have contacted this warranty company for an issue with a Leaking Commode.Been reaching out to them for more than 2 weeks with no resolution.They contracted 3 separate vendors, who do not contact me and I cannot contact them. Then they asked me to get my own plumber, which I did , but they would not authorize the repairs thru them.I have an emergent issue and I cannot get it taken care of.Earlier my ** was not cooling and I had my ** person come and check it out, because they stated a tune up is not part of the contract. the ** person found a potential leak of Freon,,likely from Pipe Damage. They figured out some clause in the contract that they do not cover **********. The Leak is because of some component damage??They are falsely advertising there services and are finding reasons to not provide coverage.I paid 2000$ for a 5 year policy ( which they are supposed to extend for another year as promised by there salesman on the 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 its been a while and there are still having plumbing issues. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that they have issues that are covered and non covered per our terms. The consumer was informed that we need a breakdown of the charges in order to review what is and isnt covered under our agreement. The consumer stated that they have another technician coming out.The consumer was sent the secure your own technician instructions.

  Customer Answer

  Date: 08/16/2022

  
  Complaint: 17694453
  
  I am rejecting this response because:

  I had another emergent plumbing issue that I discussed with the Manager ***********************. Water Leak from a Service Pipe. He asked me to have my Plumber take care of it and submit the claim to him. It is a covered service and he has not responded with a resolution. I have sent all the required documentation multiple times. to him. The old plumbing issue was finally taken care of by the same Plumber who I called for the emergency issue and the payment from Select is pending for that. 
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/24/2022

  The consumer rejected our response stating that they submitted all the required documentation.
  
  The consumer submitted invoice for review. Diagnosis revealed that the toilet is making noise. The fill valve and angle stop are won out and leaking from the base. Toilet seal is broken. The consumers claim was approved for the following repairs. Angle stop + supply line. We do not cover any costs associated with the pull and reset of the toilet.  The consumers claim was approved for $300.
  
  The consumers was sent a reimbursement form for $300 which was accepted and resubmitted. The consumer will be reimbursed $300 via check.The consumer will be notified via email as soon as their reimbursement heck is mailed out.

  Customer Answer

  Date: 08/31/2022

  [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 ********, 
  
  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.

  I had a problem with my refrigerator cooling 6/24/2022. The freezer was working but the refrigerator side was 65 degrees. I called and Select Home Warranty sent a technician and I was charged a service fee. The technician from PS ********* said it was a compressor and fan problem by just looking and not taking anything apart. He said he would return to repair but he never did. I could not reach him and I called Select Home Warranty again and they also could not reach this technician to resolve the problem. Now Select Home Warranty sent a technician from TN Appliance who came and psychically determined that it was a computer board problem. I say psychically because he heard my problem with the fridge - looked at it - looked at his side kick and said "It's a computer board problem right? What do you think?" with his sidekick nodding along and agreeing "yes, definitely." They replaced the computer board and told me if it didn't cool within 2 days the refrigerator would need to be replaced. This did not make any sense because a new refrigerator would not take 2 days to cool. I told him this and he shrugged his shoulders and said "well I honestly don't know what's wrong and it'll probably needs to be replaced." Two days later my refrigerator was still warm at 60 degrees. I called the company and couldn't reach them. I called Select Home Warranty who said they would need a diagnosis code to go to the next step. Two days later a technician was again supposed to come out and on the way over sent a diagnosis of "sealed system" being damaged without ever taking any panels off or using any tools or instruments on my fridge. Warranty would not cover using incompetent techs. I called ******* the manufacturer who sent a well trained tech who actually got the error code from fridge itself and opened up the fridge. All that wrong is the evaporator cover. Warranty still wont cover. This is a scam company. I want all my money refunded for the warranty and service call $579.

  Business Response

  Date: 08/15/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that the technician didnt know what they were doing and they called ******* and they needed a new evaporator. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that their issue is a sealed system issue which is still not covered per their warranty terms and conditions. The consumer was however informed that they were approved for a new control board. The consumer requested cancellation of service. The consumer was informed that if they terminate the agreement their warranty will be cancelled per section ****.

• 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.

  I own 2 homes and have 2 contracts. Policy numbers *******, ******************************************************** and Policy ******* ******************************************************************************** have two pending reimbursement checks due me for claim # ******** and # ********. $600 and $185. Both on contract *******.I have also cancelled both contracts after outrageously bad experiences with claims. Before I did I verified that the claims made prior to cancellation would be honored with a representative. She then processed the cancelations on the same call. I've called 6 times now trying to get help with my reimbursement checks. This morning 3 representatives put me back in the que with out helping me and I never did get an answer. Next, my contracts allow for a full prorate cancelation after 1 year. I verified this with the representative and I waited the year before asking for cancellation of my 5 year contract. My premiums were $3,104.78 and $2,679.76 paid in full. My refund checks were $1,965.72 and $1,491.12. Collectively, these checks are about $1,170.79 short of an 80 percent prorate cancelation. I am seeking compensation for both of my already approved reimbursement checks and an explanation why my refund checks for cancelation are not what was sold to me when I purchased the contracts.

  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 they didnt get as much as they expected. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that their warranty agreement has been cancelled per section ****.and their refund check has been mailed out. The consumer was informed that they should receive their check shortly.

  Customer Answer

  Date: 08/22/2022

  
  Complaint: 17692611
  
  I am rejecting this response because:
  
  I was lied to on a recorded line and told I would have my claims paid if I cancelled the contract as long as the claim date was before cancellation. Their sales material says a full prorate if cancelled after one year. Instead, according to the last conversation I had with their representative they subtracted all of the claims payments they had made in the past, then stopped payment on the two claims I had pending. So they have paid absolutely nothing on my accounts, tricked me into cancelling, and I am out a stack of $60 payments for services they did not pay for. I ask the representative to give me a break down of how the cancellation amount was calculated and he refused, stating it was calculated by underwriting and was correct. This is a horrible company that says one thing to get your money and then does another. As an example on my last claim, after being sold that my home was in an area that got preferred same day service on claims, I was told they do not have anyone in my area to service my water heater. They told me It was my responsibility to get the unit looked at. That cost me $150. So, after they talked to the repair person and ask him what his charges were for the day and he told them they refused to pay anything at all for the visit and them not having a technician in the area cost me the full $150. Then they approved me for a total of $185 for a new unit. After my outlay they gave me a net $35 to buy $3,000 worth of new water heater. Then to add insult to injury they didn't even pay the net $35 because the contract was cancelled. It's hard to believe that in todays world a company of this low repute is allowed to do business.          't 
  
  Regards,
  
  *************************

  Business Response

  Date: 09/01/2022

  The consumer rejected our response disagreeing with their determination.
  
  Diagnosis on the consumers water heater revealed that the gas valve is worn out. The unit needs to be replaced due to age. The consumers claim was approved for $185 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 was approved for $185 towards the cost of replacement per section 8.3 of their warranty agreement.In order to proceed with the reimbursement process the consumer will need to submit a paid invoice of replacement. Once received we may proceed with the reimbursement process.

• 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.

  *6/11/2022- Home warranty claim was submitted online for downstairs ** unit not working/cooling.*6/12/2022- Received an email from Select Home Warranty that a technician was assigned and would contact me.*6/14/2022-Technician visits the property and stated that the unit in the attic was clogged and needed to be flushed out. He then went to check the units outside and noted that he believed the unit was low on Freon. He did state that he could not add Freon to the system without prior authorization. He reached out to SHW and they told him that he could not perform the service, and we would have to schedule another appointment. *6/14/2022- Received an email from SHW that our policy does not cover Freon leaks and our claim was denied.*6/14/2022- I called SHW several times to reschedule an appointment to have the issue fixed (we were willing to pay out of pocket). But I never could get in touch with a representative that could help me.*6/14/2022- I reached out to a private ** company and scheduled them to come out to look at the ** units again to be sure that the diagnosis was correct.*6/16/2022- Affordable ** & Heating came out to our residence and looked at both ** units. They noted that the ** unit that the previous ** company looked at in the attic, was not the ** unit that was not functioning. The previous ** company never looked at this unit (it was in another part of the attic). Affordable ** found that the issue was actually the ********* needing to be replaced. Parts were ordered. *6/22/22- ********* and blower wheel were replaced by Affordable **, and the unit was finally operational. The technician checked to make sure the Freon levels were adequate, which they were. NO FREON WAS NEEDED. He stated to me that you can only measure the Freon when the ** motor is working, which it was not when the previous technician took his readings.*6/24/22- 7/26/2022- I emailed SHW several times, and called several times with no resolution or help.

  Business Response

  Date: 08/15/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that the technician misdiagnosed the unit and it wants leaking. The consumer stated that they got their own technician who stating that its the motor. The consumer confirmed that the motor has 2 units. The claims manager reviewed the consumers account.The consumer was explained our terms and conditions at length. The consumer was explained that the technician stated that the unit was leaking. The consumer was informed that they can submit the diagnosis for review and they will see what they can do.

  Customer Answer

  Date: 08/16/2022

  
  Complaint: 17692419
  
  I am rejecting this response because: I am rejecting this response because the representative that called me said they would review a written statement from the ** company stating that there was not a leak, before they would review my claim for a reimbursement.  Immediately following that conversation, I received an email from SHW that they would reimburse me $150.  I reject that reimbursement. I have also yet to receive a copy of terms and conditions of our policy. SHW has also been asking for maintenance records for the ** units for the past 3 years, when we have only owned the home for less than one year.  They are stating that they can only reimburse me up to $150 because I do not have any maintenance records.  It should be noted that this is the first ** issue we have encountered since owning the home.  
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/24/2022

  The consumer rejected our response disagreeing with their determination.
  
  Diagnosis revealed that the unit was leaking freon. 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.
  
  
  The technician then submitted a secondary diagnosis. Technician stated that they checked for a leak and added stop leak but then found out that they were shown the wrong unit. Found the blower motor was bad on the right unit.It was requested that the consumer submit three years maintenance records for review per section 9.1.2 of tehri warranty agreement.
  
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity,improper wiring, inadequate or lack of capacity, power failures, power surges,overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves,door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants,valves, dispensers,installation, electrical failures,upgrades
  
  At the present time the consumers claim is approved for $150 per section 9.1.2 of their warranty agreement as the consumer was unable to provide us with the requested three years maintenance records.
  The consumer was sent a reimbursement form for $150. Once accepted and resubmitted we may proceed with having their reimbursement check processed.

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17692419
  
  I am rejecting this response because: as previously stated, we are unable to provide 3 years of Maintenance records when we have not owned the home for that period of time. At the time of service, we had only been in the home for 9 months, and this was our first issue with the system. How is a homeowner supposed to provide maintenance records when they have never had maintenance done?

   

  I reject the $150 reimbursement offer made by Select Home Warranty. 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/07/2022

  The consumer rejected our response stating that they cannot provide three years maintenance records.
  
  Per section 9.1.2 of the consumers warranty agreement it states that if three years maintenance records are not available the maximum allowance is $150.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures,power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches,lights, noise, refrigerants, valves, dispensers,installation, electrical failures,upgrades
  
  At the present time the consumers claim is approved for $150 per section 9.1.2 of their warranty agreement as the consumer was unable to provide us with the requested three years maintenance records. This is a good will approval towards the consumers denied claim. The consumer had a freon leak in their system which excludes coverage on their unit. The $150 approval is a good will approval.Should the consumer not accept they will not be eligible for any reimbursement as their claim is denied.
  
  The consumer was sent a reimbursement form for $150. Once accepted and resubmitted we may proceed with having their reimbursement check processed.

  Customer Answer

  Date: 09/09/2022

  
  Complaint: 17692419
  
  I am rejecting this response because: This has been by far the worst company I have ever dealt with. Their lack of response to concerns, failure to accept the truth of the situation, and blatant disregard for their customers is appalling.  Select Home Warranty will be receiving a letter from my attorney to try to solve this matter since they are unwilling to admit to their fault. 
  
  
  
  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.

  I have made monthly payments to Select Hime Warranty for two years. Last year I had issues with my air conditioner not cooling. Select Hime Warranty sent a copy tractor out but refused to pay the service *** said I wasnt maintaining my a/c unit. I had to pay over $900. I am on a fixed income and I was talked into purchasing this to avoid high cost. Last week I called again because my unit wasnt cooling. Another contractor came out and said my a/c unit was damaged. Select Hime warranty again refused to repair my unit. Now Im my home without cool air. I am 75 years old and have health issue and undergoing cancer treatments. It is 100 degrees plus where I live and I have to live in these conditions because because I trusted my warranty company to take care of me. I feel like I they make promises to help home owners but scam folks into signing us with false promises of security if their appliances break. I have only ever made 3 calls for repairs and they denied 2 of 3 claims. I have to cancel them because I cant afford to keep them and pay for repairs. Im fact, I cant afford this repair on my social security.

  Business Response

  Date: 08/15/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied last year and again this year. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that their claim was denied last year for a maintenance related issue and this year they needed more freon this year and they had a freon leak which is an on going issue which is not covered per section 6.3.6 of the agreement.  The consumer did not accept their claim determination.

  Customer Answer

  Date: 08/22/2022

  
  Complaint: 17692275
  
  I am rejecting this response because:
  The business representative did not call for a resolution but was annoyed and unprofessional the moment I answered the phone. He seemed more bothered that a complaint was made and he had to respond than trying to understand and fix the issue. This company sales their warranty on the preface that they will cover costly repairs but find ways to avoid repairing majoring appliances. They should disclose this information to consumers as opposed to lying. They denied an a/c claim last year for lack of maintenance according to their standards. This year they cite a Freon leak but the system is damage and the Freon leak is secondary to the issue. Even the co tractor who came to the house fire this company as a fraud. The Better Business Bureau should audit their denied claims. I have canceled my contract with them and will be going with a more legit business. Consumers beware. 
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/01/2022

  The consumer rejected our response disagreeing with their claim determination.
  
  ******************************************* was dispatched to the consumers home for diagnosis. Diagnosis revealed that there is a leak in the coil. The unit needs 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. The consumer at this time is not eligible for any approvals or reimbursements at this time.

• 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.

  Policy #****** unresolved claims for past 2 years. Renewed 12-2021. Refund request 07/2022. Told to call back 08/2022 to avoid cancellation fee. Called today. Won't give refund but did cancel policy.

  Business Response

  Date: 08/15/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their refund amount. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that their agreement was cancelled per section ****. The consumer was however, a waived cancellation fee. The consumer accepted.

• Initial Complaint

  Date:08/08/2022

  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 6, 2022, I requested service for a defective Miele dishwasher. North Pole Supply responded and determined a defective part was at fault and stated they would order the part. (Documentation available upon request). On June 28, 2022, I contacted Select and requested an update. Select representative responded requesting pictures of the unit as well as model and serial numbers. I submitted information requested (Documentation available upon request).On June 30, 2022, Select confirmed receipt of pictures and records (Documentation available upon request). On July 6, I was again contacted requesting pictures of the unit as well as model and serial numbers (Documentation available if needed). I again submitted requested information. On July 27, 2022, receiving no communication from Select, I followed up on my service request and was told the part was unavailable, and Select would reimburse me a total of $300 to settle the service call. I stated that was unacceptable and requested a supervisor and was told by the individual he was the end of the line, the decision was made and I had no further recourse. When I compare Select's printed sales literature, I quote Your covered item is repaired or replaced coupled with a copy of Select's warranty brochure, which I received after enrolling, referring to Selects Liability Option to provide a repair/replacement allowance. A cash option at your discretion was never mentioned prior to my enrollment. I chose not to accept that allowance and hold Select responsible for their original commitment to repair or replace with appliances of similar capacity and efficiency. Consequently, I have replaced the dishwasher with a comparable model, total price $1994.80. Installation and disposal cost $500. I am requesting the following reimbursement: $2494 Replacement of dishwasher $65 Service Call Fee $2720 Cancellation of Home Warranty Full Refund Total $5279

  Business Response

  Date: 08/15/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they had to pay $2400 for a new unit and they were only approved for $300. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that as a one time good will they can increase their allowance to $750. The consumer requested $2400. The consumer was explained that their allowance for this claim type is $500 per section **** and they cannot increase the allowance any higher. The consumer did not accept their claim determination.

  Customer Answer

  Date: 08/17/2022

  
  Complaint: 17689837
  
  I am rejecting this response because:

  The message received from the Business explaining their terms at length, which I apparently missed in our short telephone conversation,failed to mention the following terms and conditions:
  Select Service Contract # *********, January 15, 2022, I quote:
  Section 2. Obligations, repair or replace the systems and appliances covered under this Agreement when they become inoperable
  Section 8. II. In the event a covered system or appliance is deemed irreparable, or it is not cost effective to repair, Select may replace the system or appliance with a system or appliance of like capacity,the price of which shall not exceed the depreciated value of the system or appliance being replaced.
  Section 8.III. Select may chose to pay a cash settlement for the irreparable component of the system or appliance, the cash settlement shall be in an amount not to exceed the depreciated value of the system or appliance being replaced.
  Or Section 10.1.  $500.

  I chose Sections; 2, 8.II, or 8.III as opposed to Section 10.1.
  Another option is to determine a fair price for the dishwasher replacement and a refund of $2720
  representing the termination of the contract total payment of the contract as no service was provided, only 2 disallowed requests.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/26/2022

  The consumer rejected our response disagreeing with their determination.
  
  North Pole Supply was dispatched to the consumers home for diagnosis.Diagnosis revealed that the unit is flashing error code f12 and f13 due to a worn out inlet valve. The inlet valve needs to be replaced. The consumers claim as approved for $300 towards the cost of replacement per section 8.3.
  
  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;
  
  When the consumer spoke with the claims manager they were upset with their claim determination and was offered their full policy allowance of $500 per section ****.
  
  **** 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),the repair/replacement allowance is $2000.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 replacement of entire systems or appliances, 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 $500 per section **** of their warranty agreement. In order to proceed with the reimbursement process the consumer will need to submit a apaid invoice of replacement. Once received we may proceed with the reimbursement process.

  Customer Answer

  Date: 09/07/2022

  
  Question to BBB.  If I chose not to accept Selects final proposal,will my remarks remain accessible to individuals seeking reviews from BBB?
  To Select:
  I think you got me!  As I review the information in your sales brochures, I quote, Please take a moment to read through this warranty brochure.  Inside you will find information about your contract and your selected coverage. For example; Your covered item is repaired or replaced.  Please review your contract carefully for limitations and exclusions.  Oh, I had not paid you yet, so I dont have a copy of my contract.  You got me! Again, I quote your sales literature, With home warranty, we connect you to the right person for the job, and all you have to do is pay a modest service fee during the visit, so long as it is within the warrantys terms.  Could not locate the statement anywhere in your sales solicitation, which amounts to $300 to $500.  In my case an exact dishwasher replacement and installation cost me $2494.  20% of my total replacement cost.   This is a name brand #1 selling dishwasher and Selects warranty,2017s Best in Service Award recipient by HomeWarrantyReviews offers to pay 20% of the replacement cost.   As a side note, HomeWarrantyReviews has not recognized Select Home Warranty has the Best in Service Award recipient since 2017, and in their review they state Selects negatives are; Lower dollar limits for appliances, Complaints about claim denials, Does not pay for access. Again, my mistake I missed that in your sales brochure!
  And finally, I ask why you did you not choose one of the previously mentioned in your contract options:
  Section 2. Obligations,repair or replace the systems and appliances covered under this Agreement when they become inoperable
  Section 8. II. In the event a covered system or appliance is deemed irreparable, or it is not cost effective to repair, Select may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced.
  Section 8.III. Select may choose to pay a cash settlement for the irreparable component of the system or appliance, the cash settlement shall be in an amount not to exceed the depreciated value of the system or appliance being replaced?
  Your advertising campaign is designed to mislead the buyer.  My last request: provide your final reimbursement amount to settle this claim.  Too date you have offered $300, $500, and $750.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/15/2022

  The consumer rejected our response.
  
  North Pole Supply was dispatched to the consumers home for diagnosis. Diagnosis revealed that the unit is flashing error code f12 and f13 due to a worn out inlet valve. The inlet valve needs to be replaced. The consumers claim as approved for $300 towards the cost of replacement per section 8.3.
  
  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;
  
  When the consumer spoke with the claims manager they were upset with their claim determination and was offered their full policy allowance of $500 per section ****.
  
  **** 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),the repair/replacement allowance is $2000. 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 replacement of entire systems or appliances, 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 $500 per section **** of their warranty agreement. This is the maximum allowance available for the consumers claim type. In order to proceed with the reimbursement process the consumer will need to submit a paid invoice of replacement. Once received we may proceed with the reimbursement process
  
  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:08/08/2022

  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.

  Over the weekend of July ********************************* the bedroom. I contacted Select Home Warranty and they said they would send someone out. On Tuesday 19th we had call from one of their contractors to say he would be out at 9PM that night. At **** he hadn't arrived and when we called him he said he'd be out to us between 11PM that night and 1AM in the morning !!. we of course said its too late and he said he'd be there by 5pm the next day. he again No showed and when WE called him he said he had COVID. We reported to select and they said they had no one else right now and authorized us to get our own guy. We did hired Able Air to come in and give us quote. They quoted $1,300 to replace a blower. I called Select and they approved the quote but wanted to speak with Able air. I was there when they asked ********************* the owner MANY MANY questions and he provided them with the information. They then gave approval for them to start. he ordered the parts which took almost a week to arrive. In the meantime while waiting for the part select did ask a contractor who they had since found to contact us. However the part was on Its way and Able Air had booked in the job. On Tuesday 26th able air fixed the job. I informed Select who asked for pictures of the Units, which I provided them together with the payment of invoice to Able Air. Only after this select said that because we couldnt provide maintenance records for past three years they could only give us $150. We just moved to that house 2 months prior and had no previous records. We have a two year contract with select and if they need maintenance records for 3 years our contract which cost $900 is useless to us. We have no records from previous owner even though to get our mortgage the condition of the air con units were considered in good maintenance condition by the inspector. Please help us.

  Business Response

  Date: 08/15/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their $150 resolution for not having records when they just purchased the home. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that they completed the repairs without authorization and per section 5.2 of the agreement their claim is denied. The consumer was however informed that in order to assist them three years maintenance records were requested and they were approved for $150 as a show of good will. The consumer was explained that if they can submit records they can be approved for up to $500.

  Customer Answer

  Date: 08/24/2022

  
  Complaint: 17689708
  
  I am rejecting this response because: It is totally untrue. We got authorization and they actually spoke to the company who repaired our air conditioning for at least 20 mins. RThen they authorized them to order the part.

  The statement from them is a total lie !
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/06/2022

  The consumer rejected our response stating that they got authorization.
  
  Diagnosis from the consumers A/C system revealed that the blower motor failed. The consumers claim was denied per section 5.2 of their warranty agreement as the consumer completed repairs without authorization from Select. The consumer stated in their rejected response that they received authorization for the technician to order the part. Unfortunately that is not correct. Had the consumer been authorized for the repairs on their claim they would have received an authorization number along with the dollar amount approved for the claim.  In addition, the consumer would have been provided with an email with the authorization number details.
  
  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.
  
  
  It was requested that the consumer submit three years maintenance records for review per section 9.1.2 of their warranty agreement for a good will approval.
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity,power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils.Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches,timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets,leak searches, lights, noise, refrigerants, valves, dispensers,installation,electrical failures,upgrades
  
  At the present time the consumers claim is approved for $150 per section 9.1.2 of the agreement as three years maintenance records have not been received. This is a good will approval towards their denied claim.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3 year warranty plan from Select Home Warranty, LLC (operating as XPD Warranty in ********) for the purpose of protecting myself from major expenses. In July 2022 I made a claim for my hot water heater. The technician (***************) SHW sent advised I need to replace my unit. SHW sent me an email advising they would "buy" my old unit for $200! That's not even enough to pay the installation fee to replace the unit let alone by another water tank. I called about this decision and the representative was no help, I asked to speak to management to which she declined there was one available. I asked for her legal department contact information, to which she replied she doesn't have that. I emailed ******************************* and the response I got was to call the customer service phone number option 2, which is the same number I called for the original claim decision. I presented 2 options in my email to info@selecthomewarranty, 1 refund my premium minus any claim paid (to my knowledge there's only 1 for $240, I paid $1050 for the warranty) or 2. they need to at minimum approve my claim for $700, I will cover the rest. A unit my size at minimum would cost me $600, $200 is not acceptable.

  Business Response

  Date: 08/15/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they only received $200 when their repairs were $800. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section 8.3. The consumer was explained that their unit is approximately 14 years old. The claims manager offered to increase the approval as a one time good will to $350. The consumer was upset with the determination.

  Customer Answer

  Date: 08/15/2022

  
  Complaint: 17688994
  
  I am rejecting this response because: *********************** advised that their maximum amount for a replacement or repair of a hot water tank is $500. I explained to him if that was their **** then pay it out. I am still out of pocket the rest of the cost not to mention being swindled into buying a half a** insurance policy. If he can hit a button and increase that $200 to $350, he can hit it again and increase it to the $500.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/23/2022

  The consumer rejected our response disagreeing with their determination and requested $500.
  
  Unfortunately the consumer is not eligible for $500 towards their claim.  Diagnosis revealed that the control of the inlet is not working and the igniter is not working. Unit is approximately 14 years old.  Per the below depreciation determination the consumer is currently eligible for $0.
  
  https://www.claimspages.com/tools/depreciation/appliances-major/water-heater-electric-gas-oil/age=14/rcv=800/
  
  The consumers claim was approved for $350 towards the cost of replaced 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;
  
  The consumer has been sent a reimbursement form for $350.Once accepted and resubmitted we may proceed with having their reimbursement check processed.

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17688994
  
  I am rejecting this response because: I purchased a home warranty to cover major cost, a proactive measure. Had I known this is what their terms were consistent of I would not have purchased thru Select. $1200 thrown away! And the link to claim my rebate is not even active.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/06/2022

  The consumer rejected our response disagreeing with their determination. The consumer stated that the link to accept the reimbursement is not active.
  
  The consumer has been resent their reimbursement form for $350. Once accepted and resubmitted we may proceed with having their check processed.