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

• 

  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:08/03/2022

  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 when we purchased our home, mostly because we are both disabled and cannot repair items in our home.We made a claim on May 30, 2022 because our air conditioner quit working. No technician has ever been sent to our home. Select offered us to hire our own technician. We had a claim last summer as well, and two of the motors went out on the unit. They had us Hire our own technician,he received a verbal authorization from the representative (********) she was on a speaker phone and we all heard her authorize the repair. We paid the contractor in full $1658.00. Then when we sent Select a copy of the paid receipt, per their instructions. When they received the paperwork, they said that they had never authorized the repair. It ended up that they gave us $200.00 for the claim.So I told them we will NOT obtain our own technician because you will not pay the claim. Also it is hard for us to find a reputable technician, they have done.all the work for us, by having a pool of companies who work with them. They need to provide a technician according to the terms and conditions of the contract that they wrote. I have spoken to their escalation team on several occasions, that did no good at all.The owner of this company is *********************** *********** does not have a physical address. The address 1 international Blvd. In ******* Is a virtual office. This is so no one can serve them legal papers. Also, there are thousands of people right now in the same situation with Select Home Warranty and other home warranty companies. I know that allot of people have submitted this type of complaint as well as me. Yet nothing is being done to rectify this horrible consumer scam.All you do is give the report to the company and hope for the best. Well that is not good enough for all of us who paid thousands of dollars for the home warranty. I want a REAL LOCATION/ADDRESS, SO MY ATTORNEY CAN BEGIN A CLASS ACTION SUIT. ************* CANT HIDE FROM 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 a technician was not yet dispatched for their claim. The claims manager reviewed the consumers account. The consumer was informed that they will have dispatch work on having a technician sent over to their home.

• Initial Complaint

  Date:08/03/2022

  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 garage door opener broke on 4/22/22. This company has you submit claims online. Their decision on whether the item or broken piece(s) are covered is based on your own knowledge of what the components are called. I chose names of parts from a drop down list and tried to explain what I saw when submitting the initial claim only to be denied because the parts arent covered. I called and explained that I dont know what the parts are called since I am not a technician and I asked repeatedly for someone to come out to diagnose the actual part names/problems to determine if its covered. No tech was ever sent and the claim remained denied. On 5/25/22, I submitted a new claim as the garage door opener was completely useless and even worse than before at this point. It took until 8/2/22 for this company to finally get a tech out here to diagnose the problem. It was determined that by now a complete replacement was needed. The tech was told by this company that its not covered because replacements arent covers in the first 30 days of the policy. My policy started on 4/1/22 and this claim which resulted in a replacement needed was submitted on 5/25/22 (past 30 days). They are trying to tie in the initial issue on 4/22/22 as the start date for this now, when they never sent anyone to fix the potentially simple problem back in April. Now I have a garage door opener that needs to be replaced since the problem has progressed and Ive paid $100 for the tech (Ace Garage Door) to come out on 8/2/22 just to be told they wont cover it at all. I would like my $100 reimbursed. I have no intentions of ever using this company again and will never recommend them. In my opinion (but I am no expert on garage door openers), I probably would not have needed a replacement had they sent a tech out back in April like I repeatedly asked them to do. If they had done this, we would have concrete proof of what service was actually needed initially before the problem progressed.

  Business Response

  Date: 08/11/2022

  The consumer filed a complaint through the BBB due to issues with their warranty service. A claims manager attempted to reach out to the consumer to discuss their claim concerns to no avail. At the present time we request that the consumer contact ***** at extension **** or via email at ******************************** to discuss their claim concerns.

  Customer Answer

  Date: 08/13/2022

  
  Complaint: 17664901
  
  I am rejecting this response because:I tried to talk with the manager via email as he stated in his email that communication that way would be fine as well. The manager only wants to have a phone conversation. When he calls, I am working. I called him back on 8/11/22 and received his voicemail. His voicemail requests that you send an email rather than leave a message. I also emailed him that day letting him know that I called. I have not heard from him since then.
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 08/23/2022

  The consumer rejected our response stating that they have not heard from the manager.
  
  Ace Garage Door was dispatched to the consumers home for diagnosis. Diagnosis revealed that the gear is broken and the motor is weak. The unit needs to be replaced.The consumers claim was approved for $150 towards the cost of the repairs per section **** of their warranty agreement as their claim was filed within the first 3 months of service.
  
  ****. Dimensions, Brand and Color,Limits. Select will not be responsible for matching a system or appliances color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment (hvac), in the first three months of coverage, a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances (non-heating or cooling) in the first three months, a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150, repair/replacement will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event that the part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits. If Freon coverage is selected as an option the limit is $150 for the first three months of coverage and $250 for the remainder of the contract. Furthermore, you agree that during the first 30 days of coverage, no coverage will be provided for replacement of entire systems or appliances of evaporator coils, condensed coils, compressors,control boards, motors of any kind. 
  
  At the present time the consumers claim is approved for their full policy allowance of $150 per section **** of their warranty agreement as their claim was filed within the first 3 months of service.

• Initial Complaint

  Date:08/03/2022

  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.

  The Select home warranty bid notdo anything on the warranty on my refrigerator.l called them a Men said it would be 24 days before they were going to come to look at I need it.So I got one from *********** They said they are not paying anything. I call ***** he said that all they are going to do is give me $250.00 on it .I told him to cancel my account and he said he would. It's been 3 weeks have not yet seen a any money. They said it's in the mail. ******************* is my Name Thanks

  Business Response

  Date: 08/09/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they have not yet received their check. The claims manager reviewed the consumers account. The consumer was explained that their check was mailed out last week and they should be receiving it shortly.

  Customer Answer

  Date: 08/09/2022

  [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:08/02/2022

  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 have been contacting home select warranty as they have not been answering for over 3 months of trying to get our water heater fixed and will not produce any hot water, We first contacted them in May of 2022 and no answer or approval from them what so ever. we want a refund and this job finished so we get out of this fraud business.

  Business Response

  Date: 08/09/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that nothing is covered and they paid extra for geo thermal and a technician was not dispatched. The consumer requested cancellation of service. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section ****. The consumer requested a full refund. The consumer was informed that they are only eligible for a full refund within the first 30 days of enrollment. The consumer was informed that after that their agreement is cancelled per section ****.

• Initial Complaint

  Date:08/02/2022

  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 contacted Select Home Warranty on July 20, 2022 with regard to my A/C not cooling. They sent ***** out to diagnose the problem. Per *****, my evaporator coil needs replaced and has a leak. Select denies my claim stating "leaks are not covered" well, it's my coil that needs to be replaced. I called Select several times to discuss and requested a supervisor. I was told to wait 2 minutes while the rep gets a supervisor, 1hr 40mins later, no supervisor. Called several times thereafter and still have not spoken with a supervisor. I've been hung up on and left on hold. I have several screen shots of the ridiculous hold times, to no avail. On August 2, 2022, I made 5 last attempts before making this claim. **** and *** left me on hold and the phone mysteriously hung up both times. I call back and request a supervisor and ***** gets on the phone. I ask ***** if he was a supervisor and he says no but, would like to help me. ***** quotes that" leaks are not covered." I tell ***** my evaporator coil needs replacing and he hangs up. My A/C was serviced in October 2021, so lack of maintenance is not the issue. Select takes your money, denies claims, leave you on hold or hang up. I would not recommend Select to anyone. It should not be this complicated with a warranty company that is suppose to bring you some comfort with coverage for your home. I see they have many A/C complaints.

  Business Response

  Date: 08/09/2022

  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 rust and leaks. The claims manager reviewed the consumers account.  The consumer was explained our terms and conditions at length. The consumer was explained that their unit was rusted and leaking which is not covered per section 6.3.6 and 9.1.2 of their warranty agreement. The consumer did not accept their claim determination.

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my initial claim on 07/09/2022 for a leak between my toilet and the floor. After a few days they notified me that they didnt have any technicians in my area to take care of me so I would have to find my own. I didnt want to take all the time for this problem. I was sure that the wax ring needed to be replaced and for $11.50 and a little of my time I could do this myself. I removed the toilet and found the wax ring had been leaking for some time as the ******, bolts, and even the concrete under the ****** had bees eroded. I cleaned everything up and after watching a couple of utubes I went to ********** to find the parts I needed to make the repair. The ********** employee told me that I was in over my head the floor would have to be jackhammered and I should contact a plumber. At that time I hired a plumber to come take a look. He called the warranty and told them what was going on. After a few days I received an email that my claim was denied due to improper installation. Because there was no ****** or wax ring. I called the warranty and explained that prior to the plumber coming I had removed the toilet, wax ring and ****** attempting to do the job myself. I sent them a few pictures showing each step that I had taken. They denied again for the same reason. I called again and had to explain from the beginning what had happened. My claim was escalated and denied again for the same reason. I called back and went the other same process of explaining and referring to the pictures which they had. It was again escalated and denied as if the pictures didnt exist I call each time and re explain what happened but each time the same results. Missing parts not installed properly. Ive gone through this 3 or 4 times each time with the same escalation and denial. I am pretty sure they are trying to wait me out until I give up. This last time I reviewed each conversation with the warranty, they keep records of the conversation and know that this has happened to me.

  Business Response

  Date: 08/09/2022

  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 technician saw nothing because they cleaned it up before they came. The claims manager reviewed the consumers account. The consumer was informed that we need a written technician report emailed over along with a price breakdown in order for us to review and provide a claim determination.

• Initial Complaint

  Date:08/01/2022

  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 the exact problems others have had with Select Home Warranty ....I paid them cash that day and was promised the world....Now I have gotten a leak in our bedroom that first started in December, and they kept telling me they could not find a technician in our area so be patient.....After working on this I kind of forgot about it because we live in ******* and we do not get much rain....until now with the monsoons and it is now a leak that could have been fixed for $400 and now I am being told $1600.....I realize I have been taken and just want to know do we have anyway of cancelling our warranty and getting a pro rated amount of money back? It would more than pay for my damage!!! Thank you in advance if you can help me

  Business Response

  Date: 08/08/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the policy allowance and no one told them. The consumer was also upset that it took a long time to find a technician which caused damage. The claims manager reviewed the consumers account. The consumer was informed that they are able to increase their approval to $600 and a free service call fee on their next claim. The consumer accepted.

• Initial Complaint

  Date:07/31/2022

  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 my pool pump go out and contacted the company who originally told me it was covered and I see in the policy it was covered. They didnt have any available repair personnel in their network so I was told to fine my own repaiir prson to come inspect the pump. After the repair person came to my home I had to make several calls to get the repair person on the phone with the claims department because they wanted to speak directly with him. Then they asked for my maintenance records for the last 3 years and photos of the pool pump serial number and pump itself. I have a pool maintenance company come to my home weekly for the last 5 years so I called and asked if they wanted the HUNDREDS of reports that I have and spoke with the claims suppervisor who said no, only send 1 report from each year along with my paid invoice and so I did. Immediately I got an email saying that I would hear from them in ***** hours. Here it is 5 days after that email and I havent heard a word from them so I called back and am told it would be "expedited" so that someone can review it.

  Business Response

  Date: 08/05/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they still dont have a claims resolution. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer was informed that their claim is approved for their $400 allowance per section **** of the agreement. The consumer was instructed to submit a paid invoice of repairs so that we may proceed with reimbursement. The consumer accepted.

• Initial Complaint

  Date:07/30/2022

  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.

  Date of Transaction: 7-21-2022 Money paid to business: ******** Business to provide you: a home warrantee to cover major break downs Nature of dispute: I bought this warrantee on May 18 2020 thinking I would be covered for any break downs. Well my Air conditioner broke down on 7-21-22. I followed the warrantee info and contacted them, first before I had it looked at the unit is *************************************************************************** 2 days later and told me they could not find one so I could find my own. So I did the company name is Verdevoogd heating and cooling phone # ************ Jeramine They came out and we called the *** claims to get approval The tech told them the cost ******* and he recommended a new unit since it was so old it would e hard getting the parts.. They told me it would take 24 to 48 hr to approve.. it took over 3 calls and 1 1/2 weeks to get an small approval. I was fine with the repair for ******* so after 1 1/2 weeks I finally got an answer on the repair. They only offered me ****** to fix the unit so I asked them where they received that quote so I could call this company to repair this unit for this price. They would not give me the name of their source. I called another cooling company and they told me the same, and laughed at the price of ****** to repair, the unit is 17 yrs old and it will be hard to find the parts so ******* is reasonable price to repair. All I want is my air fixed from this company for what they offered me to do in this contract replace or repair the unit. No one can do it for ****** and if they can why wont they give me the name of the company so I can call them out to repair it. I'm a senior and I feel I have been taken advantage of with this company. I picked this company since they did have a high rating among other company's..

  Business Response

  Date: 08/05/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the approval when they had to pay for a new unit. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consume was informed that Select covers the fan motor. The consumer asked about the blade. The claims manager offered to reimburse the consumer an extra $100 for the blade as a show of good will. The consumer accepted.

  Customer Answer

  Date: 08/05/2022

  [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:07/29/2022

  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 May 15, 2022 I purchased a 3 year home Warranty, with Select Home Warranty for $1260. On June 22, I placed my first claim, for a dishwasher leaking. On July 1, the Tech came out and said it's a simple fix, just needs to order a couple parts and would be back in a couple days. I hadn't heard from anyone, and was looking thru my emails and found where they had sent a couple emails saying they needed to speak to me. No phone calls, just emails. On July 11, they sent an email saying, "We have processed your claim for policy #*********.You have been approved for a cash reimbursement in the amount of $150.00, which you may use towards repair or replacement of your current unit. After a Review of the information and diagnosis relating to your claim, it has been determined that the cost of repairs exceeds the current value of your unit. In the event the repairs or replacement exceeds this amount you will be responsible for the balance. " I was not happy with this response and called to cancel my policy. Spoke to *****************, he said he would get my dish washer repaired immediately, just give them another chance. He also said he would send me an email with his direct contact info, so I wouldn't have any further issues. That didn't happen, so I called on the 14th to cancel. I was told they would cancel & my refund would be ************** have it in 7 days. On the 26th I called & was told they didn't cancel it, but would do it and put in the comments to cancel back to the 14th. Today I called and was told it cancelled as of the 26th, and my check was only less than $1000. I asked to speak to a manager and the manager said they couldn't fix it. These people are stealing my money! Not only did they not honor their claim, they aren't honoring the amount that is owed in the refund.

  Business Response

  Date: 08/05/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claims process and when they cancelled all claims were deducted. The consumer stated that technician never went back to do the repairs. The consumer was also upset about their cancellation fate stating that it was cancelled the 26th instead of the 14th. The claims manager reviewed the consumers account. The consumer was offered to maintain services and they can be approved for a good will towards their claim. The consumer did not accept and requested cancellation from the 14th when they requested it. The claims manager informed the consumer that the technician approval will be revoked and their agreement will be cancelled from the 14th.