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:07/29/2022

  Type:Customer Service 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.

  Completed a service request on 7/16/22-Job was created and assigned to Godspeed Appliance on 7/18 When I did not hear from the company, I reached out & scheduled service for 7/20-On 7/19, I reached out to confirm the visit and was told that there was a family emergency and the visit would have to be rescheduled for 7/21-Agreed that 8am on the 21st worked- At 10:19pm on 7/20, I received a text from Godspeed indicating that there was another family emergency and to request that service be ********** for my Maytag washer- Responded and indicated that the service needed was for a ******* just in case the service provider made asimple error-He confirmed that the service needed to be **********-Reached out to SHW on 7/21 and was told that the cancellation would have to be confirmed by Godspeed before another service provider was assigned-Eventually, the customer service rep ********** the job-2 hours later, I received an email that there were no companies available and that I would need to secure my own-On 7/26, I notified the company that I was unable to secure a service provider and was then asked to call for support-Upon my call, I was met with a scripted conversation that only repeated the information detailed in the email and was not allowed to speak with a manager/supervisor-I reached out again on 7/27 frantic because I have been out of the use of my washer for nearly two weeks-I spoke with ***** in the ********************* and was advised that a service provider would be sent to my home within 24 hours-2 hours later, I received another email indicating that I need to secure my own service provider- I do not have a rolodex of service providers which is why I sought a warranty company-It is obvious that the services that SHW claims to render is all a hoax-There have been no attempts to acknowledge my inconvenience or rectify this situation-I have 2 policies with SHW in which I have yet to benefit from the services promised in my contract.

  Business Response

  Date: 08/05/2022

  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: 08/05/2022

  
  Complaint: 17644216
  
  I am rejecting this response because: I received a call from *********************** on Tuesday, August 2 and returned his phone call. His voicemail requests that voicemails not be left as emails are preferred.  I called **************** again on Friday, August 5 at approximately 11:16am and received the same request to not leave a voicemail.  I proceeded to email **************** today at 1:09pm and I have yet to get a response via email or phone call.
  
  
  
  Regards,
  
  Kimarcus ********

  Business Response

  Date: 08/17/2022

  The consumer rejected our response.
  
  The claims manager spoke with the consumer. The consumer was offered to secure their own technician and be pre approved for up to $200 in repairs.The consumer was informed that if the repairs exceed $200 to contact them for claim review. The consumer accepted.

  Customer Answer

  Date: 08/19/2022

  [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,
  
  Kimarcus ********

• 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.

  When I purchased this policy I specifically asked the salesperson if corrosion in my water heater caused a leak would it be covered and was assured my water heater would be covered. I filed a claim due to a leak in the water heater the diagnosis was rust due to corrosion which is causing a leak, and it was denied today. While the section on the policy states: "This Agreement covers all modules, components, and parts of the water heater necessary to the functionality of the water heater." there is an exclusion clause at the end, which I understood was dealing with solar and tankless water heaters that excludes 'leaks'. I'm told my claim is denied because my water heater is leaking. Almost ALL water heater failures are due, in some part, to leaks, so for a company to deny coverage because of leaks seems misleading and underhanded. Furthermore, to say it covers all components/parts etc necessary to the functionality of the water heater is evidently not true, as a water heater has to hold water, ie: not leak, to function properly.

  Business Response

  Date: 08/05/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was us pet that their claim was denied. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as how the agreement works. The consumer was informed that they can be approved for their cap on their water heater claim and $350 towards their plumbing system claim. The consumer accepted and was instructed to submit a paid invoice for reimbursement.

• 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.

  I orginally paid $500 to this company for a home warranty for 1 year of coverage. On July 26, 2022 my ac stopped working. Select Home Warranty was contacted and said they would dispatch someone within 1 to 2 business days. I told them this was unacceptable due to temperatures reaching 104 degrees and the fact I had a 1 year old. We ended up moving into a hotel room out of pocket. It is now July 29 and they have dispatched a pool company twice ( yes a pool company for an ac issue) and two ac companies that refuse to work with them because they are so bad. I am looking for a full refund, my ac fixed, or them to be put out of business.

  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 a technician was not dispatched and they couldnt sleep in. their home. The consumer stated that they got their own technician who repaired it for $700. The claims manager asked the consumer what was the issue with the system. The consumer stated that the technician needed to flush it out. The claims manager explained our terms and conditions at length. The consumer was explained that this is considered a maintenance related issue which is not covered per section 9.1.2 of their warranty agreement. The consumer requested a full refund. The consumer was explained that they are not eligible for a full refund and if they wish to terminate their agreement will be cancelled per section ****. The consumer was informed that they can go ahead and have their cancellation fee waived. The consumer requested terminate.

  Customer Answer

  Date: 08/07/2022

  
  
  Complaint: 17643574
  
  
  I am rejecting this response because:they never held up their end of sending someone out to my house to even examine the problem. I could have had the issue resolved that same day, instead I was stuck waiting a week for the home warranty company to even dispatch someone, which ended up costing me more money than the home warranty contract.
  
  
  
  
  Regards,
  
  
  *****************

  Business Response

  Date: 08/16/2022

  The consumer rejected our response.
  
  When the consumer spoke with the claims manager the consumer stated that the technician needed to flush out the system. The consumer was explained that their claim is denied per section 9.1.2 of their warranty agreement as our agreement does not cover clogged lines. Regardless of which technician was dispatched to the home the consumers claim determination would have been the same.
  
  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
  
  The consumer ultimately requested cancellation for service.The consumer was informed that their agreement will be cancelled per section **** with a waived cancellation fee.
  
  ****.Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this Agreement. In the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select.
  
  Below is a breakdown of their refund:
  
  Coverage for 260 Days Used @ $1.64 per Day = $427.35; Add Cancellation Fee of $0.00 =$427.35; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $499.99 Totals a Refund of $72.64.
  
  The consumer will be refunded $72.64 via check. The consumer will be notified via email as soon as their refund check is mailed out.
  

• Initial Complaint

  Date:07/29/2022

  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 bought this warranty for over a month my air unit has been out,THIS COMPANY WILL ONLY ALLOW OUT OF ***************** COMMUNICATION, COMPANY SAID ITS BEEN ESCALATED NOW THEY ARE SAYING TO CONTACT MY OWN TECH BECAUSE THEY CANT FIND ONE ,IM A 100% DISABLED VETERAN THAT HAS HEALTH ISSUES AND NOT SUPPOSED TO BE IN THE HEAT .THIS IS A SCAM COMPANY NOONE AROUND ALA WANTS TO WORK WITH THIS COMPANY THEY TELL ME THEY WILL ALLOW ME TO FIND MY OWN PERSON BUT NOONE WILL TAKE THIS WARRANTY AND YOU CANT TRUST THIS COMPANY TO REIMBURSE ME THIS COMPANY HAS LIED TO ME SO MANY TIMES,AND IM JUST FINDING OUT THAT IM IN A LONG LINE, I ASK FOR A REFUND OF THE POLICY BUT AFTER TAKING PENILTY OUT I WOULD GET NOTHING BACK THIS COMPANY KNOWS EXACTLY WHAT THEY ARE DOING MOST DISHONEST COMPANY IVE EVER SEEN ,THEY SHOULDN'T BE ABLE TO SELL THIS POLICY THIS IS HOW THEY SERVE THE MILITARY THAT BUY THIS POLICY ITS USELESS I CANT BELIEVE THIS COMPANY HASN'T BEEN INVESTIGATED BY THE ATTORNEY GENERAL FOR THEIR STATE IN ** if your looking for a warranty company don't use these people ,MY house inside is in the 80's and can't breath for the heat please help

  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 a technician was not disputed for their claim. The consumer was offered to secure their own technician. The consumer did not accept. The consumer was offered a refund they did not accept. The consumer was informed that their claim will be set back to dispatch for a technician.

  Customer Answer

  Date: 08/18/2022

  
  Complaint: 17641977
  
  I am rejecting this response because:
  
  THE COMPANY REPLIED TO MY COMPLAINT ON YOUR **** SAYING I WOULD GET A FULL REFUND, WHEN I CALLED ABOUT IT TODAY THEY SAID IT WOULD BE A PRO-RATED REFUND ALSO MINUS PENNILITYS, AFTER THE MAN POSTED ON THE **** HE OFFERED A FULL REFUND HE LIED.IM A DISABLE VETERAN THAT HAS A HEALTH CONDITION THAT DOESN'T ALLOW FOR HEAT .IVE BEEN WITHOUT AIR FOR ALMOST 2 MONTHS. THEY KEEP TELLING ME TO FIND MY OWN TECH BUT ***** WANTS TO WORK WITH THIS SCAM COMPANY.THE PEOPLE ARE ALSO SAYING THEY ARNT GETTING THIER REFUND CHECKS BACK EITHER. THEY ARE NOTORIOUS ABOUT TELLING YOU TO FIND YOUR OWN PERSON THEN NOT APPROVING THE COST ,SORRY TO BE A BOTHER LOOKS LIKE THE ATTORNY GENERAL WOULD STEP IN ON THIS,PLEASE RESUBMIT MY COMPLAINT BECAUSE IT WASENT SOULVED
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/24/2022

  The consumer rejected our response stating they were told they were getting a full refund.
  
  The consumer was previously offered a full refund by the claims manager. At the time the consumer did not accept a full refund and requested a technician dispatch. Since the consumer was previously offered a full refund and a technician was not yet dispatched for their claim we will go ahead approve the consumer for a full refund in the amount of $415. The consumer will be refunded $415 via check. The consumer will be notified via email as soon as their refund check is mailed out.

  Customer Answer

  Date: 09/06/2022

  I received  your letter and the company's response. The company again is lieing ,HE DIDNOT OFFER ME A FULL REFUND THATS WHY I SAID TO JUST SEND SOMEONE OUT BECAUSE THE OFFER I GOT WASN'T A FULL REFUND IT WAS A PRORATED REFUND PLUS EARLY TERMINATION FEES.THE ****** I WAS OFFERED A FULL REFUND NOW WAS BECAUSE I CONTACTED BOTH STATE ATTORNEY GENERAL IN ** AND AL,SO WITHIN 2 DAYS OF TALKING TO THEM I MYSTERLY GOT A EMAIL SAYING I WAS GETTING  A FULL REFUND. THIS IS THE MOST DISHONEST SCAM COMPANY'S IVE EVER RAN INTO.THE ATTORNEY GENERALS OFFICE SAID THEY HAD OTHER COMPLAINTS TO ALONG WITH I THINK ALMOST **** COMPLAINTS WITH THE BBB. I HAD NO AIR ALL SUMMER WAITING ON THIS COMPANY TO SEND SOMEONE BUT THEY NEVER SENT ANYONE,SO ACTING LIKE THEY DID ME A FAVOR OR EVEN TRYING TO ACT IN GOOD FAITH IS A BIG JOKE AND JUST ANOTHER WAY TO DE***** THEIR COSTOMERS AND POTENTIAL BUYERS OF THEIR PRODUCTS. THIS COMPANY NEEDS TO BE CLOSED DOWN AND THE ***** NEEDS TO STOP. I HOPE MY FULL STATMENT IS INCLUDED IN MY RESPONSE ON YOUR WEBSITE SO WE CAN HELP OTHERS BEFORE THEY ARE SCAMMED TO.THANK YOU FOR YOUR HARD WORK AND ALL THE ATTENTION YOU HAVE GIVEN ME ,AS A DISABLED VETERAN I THANK YOU FOR YOUR SERVICE TO HELP ** SOMEHOW RIGHT WRONGS.I HAVE PASSED IT ON TO THE ATTORNEY GENERAL HOW HELPFUL YOU HAVE BEEN ,I ALSO POINTED HIM TO THE WEBSITE SO HE COULD LOOK HIMSELF ,AGAIN THANK YOU,STILL NO CHECK BUT WE WILL SEE,STILL IT DOESN'T CHANGE MY POSITION ON THIS SCAM COMPANY WHO KNEW I WOULD FIGHT FOR PEOPLE LIKE THIS ITS DISGRACEFUL. 

  
  

  Customer Answer

  Date: 09/08/2022

  I GOT THE CHECK TODAY,LIKE I SAID MY POSITION IS THE SAME.THEY HAD LOTS OF ATTENTION  ON THIS SO THATS THE ONLY REASON THEY GAVE ME Q FULL REFUND  BECAUSE I WAS TOLD AFTER I WOULD GET A FULL REFUND  ...THAT I WOULDN'T  GET A FULL REFUND  JUST FEEL SORRY FOR THE OTHER PEOPLE THAT PROBABLY AS PERSISTENT  AS I WAS.I WROTE SCAMMERS ON THE BACK OF THE CHECK LOL.STILL I WOULD LIKE IT TO GET OUT THERE THAT ON HIS STATEMENT  HE SAID HE SAID I WOULD GET A FULL REFUND  THEN WHEN THE **** WAS CLOSED  AND I CALLED THEY SAID"WE DONT GIVE FULL REFUNDS".THIS SCAM COMPANY  NEEDS TO BE STOPPED AND I THINK YOU HELPED IN THIS SO THANK YOU FOR ALL YOU DID FOR ME .TAKE CARE AND GOD BLESS

  
  

• 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 9th 2022 I phoned inquiring about a warranty. I explained to the rep how I had a poor experience with another company and I discussed depreciation versus current value. He stated they absolutely do the fair market price and do not go on depreciation. At that time I was quoted $37. I indicated that I needed time to think about it. As I was driving home another rep phoned me and stated that he can do it for $35. I reiterated my concerns and further asked if my product could not be fixed would they give me the fair market price, he stated absolutely. Under that false statement I decided to get the membership. I also inquired about how a new product would be provided. He stated that they would come and remove the old product and give me a new one that is comparable to what I have. Meaning if it was a refrigerator with an ice maker and three doors I would get something comparable. I was very clear based on my past experience. This rep clearly was lying and being deceptive. I never received a service contract until I phoned with a claim on July 22nd. That was the first time I ever received my contract. Thereafter my refrigerator was checked for the claim I put in and I was offered $150. This is deplorable and extremely unprofessional for someone to lie to make a sale and my $2,000 fridge would be worth $150. I purchased my home in 2008. The majority of my appliances are from a 10-year window. I'm very clear that I would never have purchased a warranty that would give me a depreciated value. This company should be ashamed of themselves to have such representatives. In speaking to a supervisor in the claims department, he was extremely cold-hearted and unsympathetic. This only made the situation extremely more painful.

  Business Response

  Date: 08/04/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that the sales representative lied to them stating that they would get the same exact unit if it cannot be repaired. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as how the agreement works. The consumer requested a full refund. The claims manager informed the consumer that they will go ahead and honor their request for a full refund.

• Initial Complaint

  Date:07/28/2022

  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 Service: 06/21/2022 Business: Select Home Warranty (SHW)Appliance requiring repair: Refrigerator with an in service date: 04/2020 Warranty service agreement: Para 6.2.1. of warranty states the warranty covers: "All modules, components and parts of the refrigerator necessary to the functionality of the refrigerator. (i)control boards (ii) compressor (iii) thermostats (iv) damper control (v)wire harness (vi)evaporator fan motor(vii)condenser fan motors (viii) pressure switches (ix) relays (x) contactors (xi)start assist (xii) thermistors. SHW dispatched the following repair facility: *********** *********** diagnosis the repair of my refrigerator and submitted the repair invoice to SHW. All parts required to repair refrigerator WERE covered under my SHW contract. I received a email from SHW which stated "We have processed your claim. You have been approved for a cash reimbursement in the amount of $175.00, 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. Please see section 8 of your policy. Your next step should be: Should you decide to use this Cash reimbursement to repair your current unit please contact the technician the was assigned to your home by Select Home Warranty. Once you have repaired this unit, please send the paid invoice to claims and once received we will send a "Reimbursement Form" to sign and a check will be sent to your home. I disagreed and called SHW and asked why they were Only offering me a $175.00 cash out option? when All parts are covered under my contract to repair the refrigerator. I was told the depreciation value was not economical feasible to repair the refrigerator because it would be more than $175.00 and their decision was final.

  Business Response

  Date: 08/04/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was approved for $175 cash in lieu on a 2 year old refrigerator. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section **** of their warranty agreement. The consumer was explained that they have a $500 allowance on refrigerator claims and $333 was already spent towards previous repairs. The consumer was explained that they are approved for $175 which a bit higher than the balance of the $500 allowance which is $167.
  
  The consumer was sent a reimbursement form for $175. Once accepted and resubmitted we may proceed with having their reimbursement check processed.

• Initial Complaint

  Date:07/28/2022

  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.

  Purchased a home warranty on 5/11/22 for a pre foreclosure home. Policy went into effect on 6/10/22. Dishwasher claim was made of 6/14/22; great response time. After first repair, it still didnt work and needed a control panel and sensor replaced. Contractor submitted a new request. After 1 week I called to see if it was submitted, which he said it was and to wait a bit longer. After 2.5 weeks, contractor said he submitted it multiple times, emailed multiple people in email threads, and called everyone he knew but didnt get through, but Select said they never received it. After the 3rd week, Select said they approved the diagnostic for the dishwasher, but it was the old one that was already fixed, not the new one - still never received an email from Select per the contract (2-4 day response time). I told Select I would do a conference call with them and the contractor the next day - received an email within 24hrs after (7/26) that my claim needing more information. Select said the dishwasher wasnt covered because it was inside the no replacement, 30 day window. Start: 6/10, so 7/26 was past 30 days from contract activation. They said its by date of submission of claim (not stated in contract), so its not covered but they were giving me $175 towards the cost. A senior mngr called 7/27 to say theyd give $200 and told me the service window was 30 days after initial fee. Said the salesman told me 90 days and he said no its only 30 and when I asked where it was in the contract he said its a general thing. He also told me it was a 90 day window for replacement and not 30 (contradicting). Asked for recording of sales call and all other calls, but he said the sales call wasnt recorded. Later I was speaking with another senior mngr to try to get the check sent to me and he said its only a reimbursement. When I asked about the service window and where ************************************** on hold for 45min, then hung up on me.

  Business Response

  Date: 08/04/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the $200 cash in lieu approval when they filed their claim and it was over 30 days. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that they filed their claim 4 days into the policy and per the diagnosis a new control board is needed. The consumer was explained that we do not approve replacements within the first 30 days of service. The consumer was informed that they were however approved for $200 as a show of good will.

  Customer Answer

  Date: 08/04/2022

  [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. I appreciate their willingness to give me the $200 reimbursement once I send them the invoice for the repair. I am waiting to hear back about the response rate for the second diagnosis code. Since it was well beyond the 2-4 day window. 
  

  Thank you for facilitating this communication and I would also like to say thank you to ************** with Select. While I was frustrated with everything up to that point, I do appreciate his quick response time and willingness to deal with my frustration. Im in customer service as well and know how difficult that can be to step into a situation like that - he handled it well. 
  
  Best,
  
  ***************************

• Initial Complaint

  Date:07/28/2022

  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.

  When we were contacted by a salesperson from this company, assurances were made that all covered aspects of the contract would be covered promptly. We were also told that we could choose any repair company and select would honor our decision. When our AC went out, we immediately contact select for emergency repairs as it was 100+ temp, we both are senior citizens with significant health issues. We were told it would take up to 48 hours to assign a repair company. That was not acceptable with our condition so we contacted our own repair company who responded to our home less that 2 hours after contact. When I contacted Select first, they did say to have the repair company contact them when a diagnosis was made. So, when I contacted Select, the repair person was at our home and relayed the diagnosis. Select had many questions and the repair person answered all questions. Select then told the repair person they would have an authorization for repair less than 5 minutes. This was NOT the case, instead Select sent me an email requesting pictures, past invoices for maintenance and any repairs to be sent THEN would be evaluated and a decision would be made? Never happened as we did NOT have access to any past records for the unit. I became so frustrated we just got into our savings and paid for the repairs. Additionally we were told at the time of contract that all contact destinations for service were *** based. We had so much trouble understanding the (6 different) contacts it was extremely difficult to understand even thou they stated they were in **?? Frustration just inspired ** to cancel the contract with a hard ****** learned. NOW, Select has charged us a $75 cancellation fee today even though we cancelled yesterday and got a email stating such. We affirm that Select does NOT follow their contractual obligations nor do they care about the health or well being of their clients. We believe Select is not an honest company especially with fixed income!

  Business Response

  Date: 08/04/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the delay in their claim and they cancelled services. The consumer requested $800 for the repairs. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that without the requested three years maintenance records their claim is only approved for $150. The consumer stated that they will try to get it.

  Customer Answer

  Date: 08/04/2022

  
  Complaint: 17639139
  
  I am rejecting this response because:  I have sent pics and invoices requested and was promised a response within 48 hours but NO contact as of this date.
  
  
  
  Regards,
  
  *****************

  Business Response

  Date: 08/17/2022

  The consumer rejected our response stating that they submitted the requested records.
  
  The documents submitted by the consumer have been reviewed.The consumer submitted repair invoices not maintenance records. Per section 9.1.2 of the consumers warranty agreement it states that if three years maintenance records are not received 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 the full policy allowance of $150 per section 9.1.2 of their warranty agreement as the consumer was unable to provide us with the requested records.

  Customer Answer

  Date: 08/17/2022

  [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 my complaint.  In each step of my initial complaint, the company has responded with what they attest is a contractual method to disallow the $$ requested.  This stems from the initial sales person who presented their company coverage as extremely misleading to what they actually provided as reimbursement.  It is my contention that "they will tell you all the ROSES to entice purchasing their coverage" but reality is not even close to what they will honor?

  I did exactly what the initial sales person told me I could do in having a repair company of my choosing to complete the repairs in a timely manner, then even have the technician talk to the department I was INSTRUCTED to contact where everything was explained.  Select Warranty responded by demanding additional information, which I provided but in the end it was not enough?  It is my contention that Select simply does NOT want to honor what their sales persons promise and as a Senior Citizen on limited income their coverage was simply a waste of money for my wife and I.  I also received an email on 8/16/2022 stating they would reimburse us for $150 but the email did not state how it would be paid?  I called them today and was told I would be sent an email for electronic signature to accept the stated amount and a check would be issued within 30 days??  Really, Really....would anyone be satisfied with this method or amount?

  We decided at least "some reimbursement" is better than nothing, but our contention is Select has been very misleading resulting in false advertisement and in our opinion breech of contract with the results?  They certainly do not deserve any + rating from the BBB and if they have any sense of decency should be embarrassed to take advantage of particularly those on fixed incomes.  Very disappointing to say the least even to the point they charged us $75 when we said no more!!

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

• Initial Complaint

  Date:07/28/2022

  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 filed a claim (#********) with Select Home Warranty for my car garage door. the claim was handled by *** Garage door and a Quote for $1,150 was sent to Select Home Warranty to fix it. Select Home Warranty sent me a response that they will only cover $175.00 towards my claim. This is less than 10% the current quote.I tried to speak with someone at Select Home Warranty to understand their determination and no one seems to be available. I waited for a manager and I was told that a manager will call me. It has been few days a no one has reached out.I must fix the garage door on my own because it will endanger my family and will damage my car. This is not the purpose or the terms of the contract signed with Select Home Warranty. This is outrageous!! I have not used the service contract for over a year and this is how they treat customers.

  Business Response

  Date: 08/04/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their $175 resolution when the repair costs them $1200. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that we do not cover door issues we cover the opener itself which costs $175. The consumer was explained that once they submit the invoice we may proceed with the reimbursement process.

  Customer Answer

  Date: 08/04/2022

  [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:07/28/2022

  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.

  Purchased warranty 31 May 2022. There was a 30 day waiting period for coverage to go into effect. Filed claim end of July and company was sent out. After company reviewed issue and submitted details to warranty service I was advised that my plan was not yet in effect. My plan is a year long plan plus 2 free months. It expires August 2023. Back that up and I should have had coverage End of June 2022. Refusing to pay for service that has already been paid for and 30 day have clearly elapsed AFTER dispatching service under the contract is wrong.

  Business Response

  Date: 08/04/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their denial for no replacements when they signed up over 30 days ago. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section **** of their warranty agreement. The consumer requested cancellation of service. The consumer was offered 1 free month of service if they wish to maintain services. The consumer stated that they will think about it and let them know.