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:08/05/2022

  Type:Sales and Advertising 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 was promised the following things from a salesman to sign up w Select Home Warranty:- A full refund if I canceled. - Coverage of all needed repairs - No cancellation fee I had an issue w my heat pump which needed to be replaced and cost me $6,000. after hours on the phone over weeks, I was told I would receive $650. It took over 40 days to receive it. When I canceled, I was charged a cancelation fee, the amount of the check for the heat pump, and the days that I had the service. This insurance is purely a scam. Highly recommend anyone considering this to back away. You will not receive anything close to the repairs that you will pay. Don't make the same mistake I did and make sure to read all the terrible reviews of how dishonest and fraudulent this company is.

  Business Response

  Date: 08/11/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was not covered in full and only $650. The claims manager reviewed the consumers account. The consumer was informed that they filed 2 claims on the same day after their warranty started and it was denied for freon leaks and no replacements. The consumer was informed that 4 months later they re-filed the same claim and they were approved for a $650 good will approval. The consumer requested a full refund. The consumer was informed that if they wish to proceed with termination their agreement will be cancelled per section ****. The consumer stated that sales informed them there is no cancellation fee. The claims manager informed the consumer that they will *** head and have that fee waived.

• 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.

  I called select home warranty to file a claim on Wednesday 7/27/22. The tech came out, looked at my unit, sent documentation on Wednesday 8/2/22. The company continues to tell me to wait even though they have had all the information for 2 days. Every time I call its 1-2 days. I have waited 11 days. And today, they can still not give me a date if when my ac will be fixed.

  Business Response

  Date: 08/11/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied for no records. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that we can approve the cost of the parts of up to $180 once they pay their service call fee.

• Initial Complaint

  Date:08/04/2022

  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 policy with Select Home Warranty (SHW) in February 2021. I have had at least one other claim and it went well. On June 7, 2022 I placed a claim about a non-function AC. They immediately arranged for a repair company on 6/10 between 8am-noon. The company never showed or called. I called the repair company 4 times before they told me (at 4pm) they werent coming. They scheduled an appointment for a week out, but it was 100 degree weather. I contact SHW on 6/10 and told them about the lack of service. I was told to call a local company and they would cover the extra diagnostic. The local company cost $180 and my normal SHW fee is $60. The local company came out in 2 days, figured out the problem and fixed it. Before fixing, they stayed on hold with SHW for an hour. SHW then took 10 more days to decide if they were going to cover the cost of the repair, never communicating with me and leaving me with no AC in 100 degree weather, for more than 2 weeks. Finally, SHW offered me $175 for reimbursement. I spoke to several people and explained the cost I was charged was $450:$180 for diagnostic $250 labor (hour of work)$20 for part (this was a discount)SHW continued to refuse to reimburse me and said they never agreed to have a local company come out. They have recorded phone calls and I asked them to listen to the rep who told me to call someone. I asked to speak to a manager and two different reps refused and one hung up on me. I have since sent three emails and no one has responded to me. I feel like they are conducting predatory business practices, not following through on agreements and being unprofessional when I requested a manager. My account information is:Policy Holder: ************************************* Policy #: ********* Thank you for any assistance you can provide Claim #: ********

  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 we were not able to locate a technician for their claim and they had to pay $450 to repair their unit. The claims manager reviewed the consumers account. The consumer was informed that they have been assigned to their account toa assist them. The consume was informed that their part costs under $10 and takes 3 minutes to install. The consumer was upset that they had to pay $450. The claims manager informed the consumer that as a show of good will they will be able to approve their claim as a one time courtesy.

• Initial Complaint

  Date:08/04/2022

  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.

  My name is ******************************* on 4/15/22 I purchased a home warranty with Select Home Warranty Service policy number #*********. I was told not to cancel my current warranty until 5/15/22. I thought I was saving with them and was having issue with Sear Home warranty in which I have been a loyal customer for years. I received a email from Select Home Warranty there was a problem processing a payment. I reach out to see whether my Septic tank was covered because I never receive my policy and was told my policy was email to me. When asked about the Septic tank it will be a addition $69.00 more so I cancelled. I was told I would be charge $79.00 if I cancel and they keep my 3 payment of $42.00. I was told to reach out to *********************** phone number at *********************. You cannot reach him by phone only email. I emailed him on 7/16, 7/18, and on 7/24/22 *********************** reached out to me and stated I should see the funds back in about 3 days if not let him know nothing yet. I reach out again on 7/28 no respond no refund. Please help thank you.

  Business Response

  Date: 08/11/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they want to terminate services and get a full refund. The claims manager reviewed the consumers account. The consumer was explained that they are not eligible for a full refund. The consumer was offered the last month installment be refunded back to them. The consumer was offered to maintains services and be assisted with their claim. The consumer stated that they will think about it and let them know.

• Initial Complaint

  Date:08/04/2022

  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 cannot get anyone to fix my ** unit. They keep saying I do not have coverage for 2 units yet my policy does not state anything about how many units are covered. I asked to speak with a supervisor and she could not show me in my policy where it states not all units are covered so she hung-up on me. The policy states that the ** on the main floor should be covered and although they came out and looked at it they did not fix the 2nd floor unit I paid someone out of pocket to replace the core on that unit. The 1st floor unit just went out last night and has never had a claim.

  Business Response

  Date: 08/11/2022

  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 their last claim was 2 years ago. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that if they submit the paid invoice of repairs they can reimburse them for the capacitor and plumbing.

• Initial Complaint

  Date:08/04/2022

  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 January 14, 2022, I was seeking to find a new home warranty company. While searching online, I received numerous calls from different insurance companies and I chose Select Home Warranty as they sold their services the best to me. In June of 2022, my dryer stopped working, which then I made a call for my first service request. They scheduled a technician and he came on June 7th. After playing around for a while, he told me that they didn't have the parts and he needed to order them which would take a long time and he gave me the August 2nd to return and complete the work. Meanwhile, I tried to call the company many times to see if they could expedite the service since I am a caregiver of a handicap person (my stroke patient mother) and desperately need the dishwasher. Unfortunately, it was very hard to reach anyone. I spent hours to reach someone and when I did, nobody returned my call. On August 2nd, as the technician didn't show up, I called the company and again spent almost 1/2 of my day to reach someone. The people who answer the phone are unable to give you any information! Finally, as I selected the "Sale" option on the phone, I was able to be transferred to a manager. He promised to take care of everything and give me an update on the following day, August 3rd. I begged him and he said he promised me to call. Today is August 4th and I still haven't heard back from anyone. I need a functional dishwasher. They were very prompt to collect the service call fee in June as I placed the service request but now I have to keep calling them to get the job done. I believe they are scammers since I tried to go to their website and email their management for help but the only link that works is the their "Getting a Quote" one, and the links for the info or update on claims are not working. I would appreciate any assistance you can provide me. I want the job to be completed, otherwise I want reimbursement for everything that I paid to them since January 2022.

  Business Response

  Date: 08/11/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim has been opened for so long. The consumer stated that they have the parts needed.The consumer was asked if they reached out to the technician to schedule an appointment for the repairs. The consumer said no. The claims manger informed the consumer that they will contact the technician to contact them to schedule the repair.

• Initial Complaint

  Date:08/04/2022

  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.

  Date of Transaction: April 11, 2022 Policy # ********* Payment: $499.99 They told us that everything was covered, no mention of policy section 10, had we waited to claim on July 11, 2022, instead of July 5, 2022 we would of been eligible for a higher pay out. So, this a lose/lose situation for us , no matter how we look at it we gain nothing back. Theres a $75.00 fee if I cancel contract. Our refrigerator quit freezing and needs a compressor, we were declined because of uneconomical repairs, but initially when repair guy checked it out, we qualified for $150.00, that was for the sensors, but further testing indicated it needed a compressor, which I guess is much more complex and costly. Presently, they want us to fix it and send them the invoice and they will reimburse us some of the cost, which will probably be the $150.00.

  Business Response

  Date: 08/11/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their $150 resolution and wanted to terminate services. The claims manager reviewed the consumers account. The consumer was explained that they are not eligible for a full refund and if they wish to proceed with termination of service they will be cancelled per section ****. The consumer accepted.

• Initial Complaint

  Date:08/04/2022

  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.

  My refrigerator stop cooling on 7/26 and I filed a claim with Select Home Warranty. I waited several days for a technician to be sent out due to bad information provided by Select Home. On August 2nd a technician finally came to my condo and explained that my fan and compressor was not working and needed to be replaced. He informed me that parts were needed to repair the unit and they would inform Select Warranty. Later that day the technician called back and explained that Select Warranty would be replacing the refrigerator and not repairing it. The next day, Select Warranty sent me an email denying my claim and stating a maintenance clause in my agreement as to why. The maintenance issue was stated as molding appearing in the refrigerator. My refrigerator stopped working on July 26th and I reported the claim to Select Warranty that day. I waited until a technician was sent out on Aug 2nd to get service and since the unit was not working the refrigerator was warm and molding developed in one of the bins. On Aug 4th, the technician called Select Warranty back and explained to them that the molding was a result of the refrigerator not working for several days and the reason the refrigerator was not working was because the fan blower and compressor went out. They ignored the information provided by their technician and they're still denying the claim. My refrigerator was working and maintained properly until July 26th when it stopped. The molding was a result of some food particles in a bin that molded over 9 days of the unit being warm.Select Home Warranty is trying to find a way to not payout this claim. My family and children are without a refrigerator and this is a major issue that needs to be resolved. We cannot continue to go without a refrigerator. I need help. Thanks

  Business Response

  Date: 08/11/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their $200 cash in lieu approval when their refrigerator is over $1k. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length a swell as section 8.3. The consumer was explained that their unit is approximately 10 years old. The claim manager offered to increase the approval to $300 as a one time good will. The consumer accepted.

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising 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 July 27, 2021 I purchased a 5-year home warrantee plan from Select Home Warrantee and prepaid for the full term. Over the following months I submitted a claim for a faucet repair and it was declined. Another claim for electrical circuit repair and it, too was declined. A final claim for a refrigerator repair that was approved but took 2 months to repair. The contract allows for termination for a prorated amount. I cancelled on July 27, 2022 and have had several calls and email exchanges confirming cancellation and refund. Now going into the second month of being lead on. They are either lying to me or are behaving unethical. In either case I am requesting BBB assistance to recover what is owed to me.

  Business Response

  Date: 08/10/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they did not receive their refund but the consumer confirmed that the refund was in fact received today.

  Customer Answer

  Date: 08/10/2022

  [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 accept that it is resolved. However I remain with a distaste toward SHW for the poor service I received both during the resolution of the refund and three unwarranted denial of service I received over this past year. I cannot, in good conscience, recommend SHW.
  

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

• Initial Complaint

  Date:08/04/2022

  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.

  Contract with SHW #********* . I called on 6/27/22 for electrical issue in bathrms ,& received email that technician would email to schedule repair in 24 to 48 hrs . I called back 5 days later ,and was told technician backed up , I Could call my self but needed their approval before any service preformed. I said for them to schedule repair person . Received email technician would email to schedule appt. 24 to 48 hrs . After 8 phone calls & 3 emails , I was told by customer service on 7/25/22 that they had no answer how to resolve my service from 6/27/22 . CS said *** wanted $200 just to come out . My contract Is for $ 60. I asked CS what good was a service contract if they could not honor warranty , no answer . I told CS to cancel contract, and was told $75 fee for not honoring contract . I told CS that after 30 of trying to get someone to service call , they were the ones not honoring warranty. They said all calls recorded.I received 3 emails on 7/25/22 , to schedule appointments , after I canceled.I think they were trying to clover failure to resolve problem.

  Business Response

  Date: 08/10/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that we were not able to locate a technician for their claim and requested a refund. The claims manager reviewed the consumers account. The consumer was explained that our technicians have no immediate appointments which is why they were approved for an allowance to hire their own. The consumer did not accept and requested termination of service. The consumer was informed that their agreement will be cancelled per section ****. and as a show of good will they will have their cancellation fee waived. The consumer accepted.