Complaints

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

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Select Home Warranty LLC has 6 locations, listed below.

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  Select Home Warranty LLC

  1000 Wyckoff Ave Fl 3 Mahwah, NJ 07430-3164

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

• 

  Select Home Warranty LLC

  4870 Sadler Rd Ste 300 Glen Allen, VA 23060-6294

• 

  XPD Warranty Group, Inc

  1999 Bryan St STE 900 Dallas, TX 75201-3140

• 

  Select Home Warranty

  1999 Bryan St STE 900 Dallas, TX 75201-3140

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2022

  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 home warranty, was told numerous times after the first 30 days of having the policy, i would be able to make a claim, more than 30 days after my agreement began i had an ac issue. I paid the amount to have a contractor come out. I was then told, i had to wait an additional 30 days to have anything replaced with my warranty. I had a long call with a man named *** at ******* number listed on their site. He agreed that the language was unclear and that he would send an e-mail to someone in his department, I was not able to speak with anyone but was told after 60 days i would be eligible for replacements. I find this very deceitful especially due to the fact that when i purchased the warranty i was assured if anything happened after 30 days, i would be eligible for repairs or if anything was unrepairable, it would be replaced. This is not the issue, the language in the agreements state 30 days after start date of agreement and they are not standing by their contract.

  Business Response

  Date: 08/15/2022

  A claims manager reached out to the consumer regarding the compliant filed through the BBB. The consumer was upset that their claim was denied when they were told everything is covered after 30 days. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions ta length. The consumer was offered a free service call fee on their next claim should they wish to maintain service. The consumer stated that they will think about it and let them know.

• Initial Complaint

  Date:08/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $2100 up front for a home warranty. Each time I submit a claim they refuse to send a technician. They just send an email stating that it cost to much to fix. Ive ask several times for them to send a technician. They refuse only offering $75.00. The first incident was for a hot water heater, the second incident was for a garbage disposal. *** spoken to several supervisors and they continue to send anyone out to determine the problem with my appliances

  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 paid for 6 years of service and a technician was not dispatched for their claim. The claims manager reviewed the consumers account. The consumer was informed that at technician was assigned for their claim yesterday. The consumer stated that they already have a technician coming out to look at the disposal. The claims manager instructed the consumer to submit the invoices for review for reimbursement. The consumer accepted.

  Customer Answer

  Date: 08/17/2022

  
  Complaint: 17687125
  
  I am rejecting this response because:when speaking with the company I told them I was not happy with the service because this is the second claim in which they did not send a technician. The first was my hot water heater and the sect was my garbage disposal. *****, the rep stated that I would get reimbursed for what I paid for the water heater as well as the disposal however when I sent the receipt for the water heater it was ignored, only the garage disposal was accepted from the company. This company says whatever to appease the customer at the time with no follow through. Once again, they are not covering what is in the contract. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/25/2022

  The consumer rejected our response stating that they did not hear anything with their water heater claim.
  
  Unfortunately what the consumer submitted with regards to their water heater claim was an estimate invoice. The consumer needs to submit a paid invoice showing that everything has been completed. Once received we may proceed with the reimbursement process.

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17687125
  
  I am rejecting this response because:
  
  I submitted an invoice for $300.00 for the repairs to the water heater. They never responded to the invoice I sent. Once again Im not sure why they refused to send a technician out. They just sent an email stating that it was too expensive without diagnosing the issue.
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/07/2022

  Tell us why here...The consumer rejected our response stating that they submitted an invoice for their water heater repair.
  
  Unfortunately what the consumer submitted with regards to their water heater claim was an estimate invoice. The consumer needs to submit a paid invoice showing that everything has been completed. Once received we may proceed with the reimbursement process.

  Customer Answer

  Date: 09/09/2022

  
  Complaint: 17687125
  
  I am rejecting this response because:
  The company never communicated the reason for the rejection, it was just ignored. The company did send me a check for garbage disposal and they also sent me a form for reimbursement for the water heater today
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They told me they will cover the plumbing and electrical in the house. I called and told them that the shower faucet was frozen. The cylinder that goes into the plumbing is clogged. I asked that they change out the faucets to the style that we choose. I am a disabled veteran and they are trying to fraud us.

  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 their claim was denied when it should be covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that they are having issues with the cartridge for the faucet which is a plumbing fixture issue. The consumer was explained that they did not purchase the additional coverage option at the time of enrollment and their claim cannot be covered at this time. The consumer did not accept their claim determination.

• 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.

  We filed a complaint earlier regarding the fact that it took over 3 weeks for this company to send a repairman to our home--##********. The company has now told us that they could not repair the unit and would not replace it.They said they would send a settlement check in the amount of $125. Said they mailed it on July 5, 2022. We have not received the check and all they do is ask us to wait. We asked for electronic payment instead of sending a paper check since they did not keep their commitment to have a check to us in 3 weeks. This offer is declined.This company does not keep its commitment and has very poor customer service.***************************

  Business Response

  Date: 08/12/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they still did not receive their check. The consumer was informed that the check was mailed out last month and they should receive it by now. The consumer was informed that we can go ahead an have a stop payment issue and a new check mailed out. The consumer confirmed that they received their check yesterday and disconnected the call.

  Customer Answer

  Date: 08/12/2022

  
  Complaint: 17686475
  
  I am rejecting this response because:

  SHW never addresses the issue at hand. The check, they say was mailed on July 5 and would take **** business days. I have called consistently to let them know. Each time they say wait until this day and that day. I asked that the settlement be sent electronically to no avail. Obviously the mail system they use is insufficient.

  Yes a check did arrive yesterday. I don't know if this is the original check or the one that was sent after the stop payment was made.

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

  Business Response

  Date: 08/22/2022

  The consumer rejected our response. The consumer disagrees with the timeline of when their check was mailed out.
  
  The consumer was reimbursed $125 via check #****** on 7/5/22. Unfortunately we cannot control the delay with **** or the time it takes for the consumer to receive the check.
  
  According to our records the consumer has in fact received and cashed their reimbursement check on 8/15/22.
  
  The consumer has been serviced reimbursed accordingly.

  Customer Answer

  Date: 08/29/2022

  
  Complaint: 17686475
  
  I am rejecting this response because: ************ can control how reimbursements are made. The monthly fees are drafted monthly automatically. There is no reason for them not to honor my request for electronic payment.
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/07/2022

  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 had three open claims in September 2021 with select home warranty and they have yet to fix any of my issues. My children do without electric upstairs and we have no heating or air it is almost 100 in our home and we have called numerous times to get a technician and nothing has ever been done. They do not return calls and promise you a call within two days and promise you a technician and nobody ever shows up. We had a claim for a hot water heater we were told we needed to replace they would reimburse so when we submitted the receipt for our new hot water heater we were then denied a reimbursement they said it wasnt done correctly after we did everything the customer service representative had told us to do before she told us to go purchase one and submit the receipt. I had also been told from my own technician for my heating and air to have them come out and diagnose it the heating and air guy done everything he could with the unit it still does not work and they have still not sent anybody to fix or replace the unit.

  Business Response

  Date: 08/12/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that a technician for their electrical claim or AC unit was not dispatched and then their claim was denied for freon leak and rusted motor. The claims manager informed the consumer that once they submit proof that those repairs were made we will be able to open a new claim and dispatch a technician. The claims manager also informed the consumer that they will have a new electrical claim opened. The consumer did not accept and requested a full refund. The consumer was explained that they are not eligible for a full refund but can refund them back the last 2 months installment. The consumer did not accept and requested termination of service with no cancellation fee. The claims manager informed the consumer that they can go ahead and have that done.

• Initial Complaint

  Date:08/06/2022

  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 purchased PLATINUM home warantee from SELECT HOME WARANREE ON JUNE 23 OR 24TH 2022 I MADE A CLAIM ON JULY 25 ON PLUMBIMG ISSUE. MY TOILET WATER CONNECTION IS LEAKING AND I HAD OTHER 2 FAUCET LEAKS AT FIRST THEY INFORMED ME THAT EACH PLUMBING ISSUE I HAVE TO MAKE A SEPERATE CLAIM BUTI WAS NOT INFORMED ABOUT THIS AT THE **** OF JOINING DOES THIS MEAN IF I HAVE 3 FAUCETS LEAKING I HAVE TO SUBMIT 3 SEPERATE CLAIMS AND EACH CLAIM I HAVE TO PAY THE VISIT FEES?TILL TODATE I HAD TO MAKE SEVERAL CALLS TO THE CALL CENTER AT *********** . THOUGH THE ***** TEAM TOLD ME THEY HAVE A SERVICE CENTER IS *** BEFORE 9 PM EST EVERY **** THEY TELL ME THAT THEY WILL CONTACT A TECHNICIAN AND REVERT IN 48 HOURS.TODAY IS AUGUST 6TH AND NO ONE ATTENDED , THIS A SIMPLE PLUMBING ISSUE I AM NOT HAPPY WITH SELECT HOME WARANTEE AS THERE IS NO SUPREVISORE OTHER THAN CALL CENTER PEOPLE WHO JUST REPLY TO MY QUESTION BUT NO ANSWER SELECT HOME WARANEE DOES NOT HAVE A LOG IN SCREEN WHERE WE CAN CHECK OUR CLAIM STATUS AND ONUS IS ON ** TO CALL AND FOLLOW

  Business Response

  Date: 08/12/2022

  A claims manager reached out to the consumer regarding the complaint filed through the *** The consumer was upset that a technician has not been dispatched for a while. The claims manager apologized to the consumer for the issues they are having. The consumer was informed that they can approve their claim for their $150 allowance per section **** or offer them a full refund. The consumer accepted a full refund.
  
  The consumer was issued a full refund of $525 back to their credit card on 8/9/22. The consumer should be able to view the refund on their cred card statement with the next few business days.

• Initial Complaint

  Date:08/06/2022

  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 submitted a claim for air conditioning repair, claim # ******** policy # *******, the ac tech said it would be around $2000.00 to replace the compressor, and freon ect. Compressor froze. Warranty company has denied the claim due to I have no previous maintenence records. I have told them repeatedly I bought the home and that's the first time turning on the ac. The woman whom I bought from is deceased, there are no previous maintenance records. I am disabled and travel for treatment and July 5 2022 was the first time I turned on the ac since buying the property. I have called them repeatedly 7/5/22, 7/7/22, 7/8/22, 7/14/22, 7/16/22, 7/19/22, 7/21/22. Rep has advised me they will only reimburse $150.00. Due to me not having any maintenance records. I have modified my home due to disability, and recently was able to live in my home, now 110 weather it has been hard living here. Workers have worked here using a portable swamp cooler. I know Select Home Warranty will give the sane spill as they have other complaints, a generic letter, which is an email that is automatically generated. They have not reached out to me. I have went so far as to beg them for help, which was hard for me to do, but 110 heat will make you grovel.When I took out the Home Warranty I was told no problem, we will take care of you. I had a garbage disposal problem. They reimbursed me for the disposal but I had to pay $365.00 to a plumber to install it. I don't know how this company can cheat people and make false promises. I wasn't asking for a new ac. Only the 2k to fix this one. I look forward to getting this resolved. And also the generic response from Select Home Warranty to reply to my complaint that the contract this is what it reads. I have no maintenance records and like I said purchased my home from a woman who is now deceased There are no records. I hope this issue is resolved in favor of my ac getting repaired, but my gut tells me they will skirt around it. No integrity

  Business Response

  Date: 08/12/2022

  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 and their disposal claim they had to pay $350. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as the importance of conducting maintenance on the unit. As a show of good will the claims manager offered to increase the approval to $300. The consumer accepted. The consumer asked about their disposal claim. The consumer stated that they had to re-arrange pipes. The claims manager informed the consumer that this is not covered. The consumer requested cancellation of service.  The consumer was informed that their agreement will be cancelled per their request.

• Initial Complaint

  Date:08/06/2022

  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.

  After a lot of effort the plumber gives an estimate for $1,080 and Select Home Select Home Warranty contract states that a service fee will be charged per "issue." Sales said a service fee has to be paid per contractor that is dispatched. I have a fixture problem and leak which can be handled by the same plumber. However, first Select Home Warranty tries to make me pay 2 service fees, even though they will only send one plumber, one time. A manager said pay only one fee and then email me and I will help if there is a problem. Select Home Warranty approves the $400 limit for fixtures according to contract but work requires also plumbing which has a $500 limit which they are ignoring. I have called and sent emails to the manager who told me he would help and have no response from him or the other reps I spoke to. I was told it would take up to 72 hours and it has been more than that.

  Business Response

  Date: 08/12/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was informed that their claim was approved for $100 towards their plumbing system portion of the claim and $400 towards the plumbing fixture portion of their claim.

• Initial Complaint

  Date:08/05/2022

  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.

  On June 21, 2022, I contacted Select Home Warranty LLC (the Company) regarding my washer machine stop working. The Company collected the service charge fee of $75 then contacted **************** (GE) for repair. ** came to out to my home twice 7/9 & 7/22 in attempts to repair the unit; however, the machine was declared un-repairable by the technician. As of today, almost 2 months later, we are still without a washer machine and have been given excuses for the replacement cost for the washer. We have in writing on July 31, 2022, that the Company would respond within 24 - 48 hours, but to no avail. I feel that two months is more than a reason time to have this issue resolved. I made several calls to the Company and get no where or put on hold for an hour just to be disconnected. This needs to be resolved.

  Business Response

  Date: 08/12/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they have not received a resolution for their washer claim. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that their claim is approved for $185 towards the cost of replaced per section 8.3 of their warranty agreement. The consumer was informed that once they accept the reimbursement form we may have their check processed.

  Customer Answer

  Date: 08/12/2022

  
  
  Complaint: 17679159
  
  
  I am rejecting this response because:
  The Company has not followed through on sending a Reimbursement Form for completion so, again, the Company is stalling to issue a replacement check for the washer. I have not heard from the Company since July 31, 2022.
  
  
  
  Regards,
  
  
  *********************************

  Business Response

  Date: 08/23/2022

  The consumer rejected our response stating that their reimbursement form was not sent over.
  
  The consumer was sent a reimbursement form on 8/15/22 for $185 which was accepted and resubmitted on 8/15/22.
  
  The consumer was reimbursed $185 via check #****** on 8/21/22. The consumer should be receiving their reimbursement heck within the next few business days.

  Customer Answer

  Date: 08/30/2022

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

• Initial Complaint

  Date:08/05/2022

  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.

  May 2022 $150 dedecutable + $450 Plan annual Home Warranty - Cover Home (certain appliances certain parts)Not honoring a covered part claim. Customer Reps leave me on hold for an extreme amount of time and or hang up. Reps won't give any information regarding the claim except it being in review and a wait time of 1-2 bus days. I have to call in everyday to spawn action regarding the claim. Else, the review teams do nothing.It seems they only work when prompted. The same issue has two claim numbers. The tech previously sent did not properly diagnose my A/C unit. Select is doing anything they can to not pay for the covered part.Select is giving me a long run around. I had to hire my own tech to diagnose the A/C unit, send them the diagnostic, confirm with another tech select sent to my home,to confirm it's the same issue. The tech then confirmed the non-working part, then ordered the part. Now Select is telling me they're looking for a part everyday for a week. The tech they sent to my home ordered the part within a few hours! They have lied to me several times telling me they didn't have the part numbers and or model number of the unit when I emailed it to them twice!Current Claim number: ******** Previous Claim number: ********

  Business Response

  Date: 08/12/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they have been waiting for a resolution for a while. The consumer also stated that they sent it the requested records from the old home owners. The claims manager reviewed the consumers account. The consumer was informed that proof of payment is required as part of the validation process. The consumer was explained that without that their claim will be approved for $150 per section 9.1.2 of the agreement. The consumer stated that they will try and get it.