Complaints

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

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  Select Home Warranty LLC

  1000 Wyckoff Ave Fl 3 Mahwah, NJ 07430-3164

• 

  Select Home Warranty

  1999 Bryan St STE 900 Dallas, TX 75201-3140

• 

  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

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:07/27/2022

  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 built-in microwave and celling fan are not working. I complained to select home warranty. which I have for three years, and I paid ****$ for insurance. Their letter came that they would reimburse 95dollars for built in microwave and 25$for ceiling fan because it is 8years old. they will give me money after I show them invoice of new purchase. of new microwave and new ceiling. Thai, not the reason I took appliances warranty. They did not send any technician ,even to see what is wrong with appliances May be it is 5-10$ job . May be big. No one knows. Right now I can't afford to buy 800$ new build in oven and ceiling fan so I can not send invoice of new microwave and ceiling fan, e so they will gulp 120$ That's not what appliance warranty says .Warranty says they will fix the problem and if they can not fix it ,they will replace the ************* when I called them, they changed 189 degree. I paid **** $ 3yrs ago for insurance. Now when I need help they refused and gulp my all monet.it is total fraud r scam. This company should be closed......Today my ** freezer not working ,I just filed the complaint. Lets see what happen to freezer complaint

  Business Response

  Date: 08/03/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their microwave and fan claim were cash in lieu. The claims manager offered to have a technician dispatched. The consumer was informed that they will be required to pay two separate service call fees as they are two separate issues. The consumer accepted.

• Initial Complaint

  Date:07/27/2022

  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 air unit blow up and after the electrician shut it off, we called the warranty company to come and access further. After the sent some one out( Season Solutions) the tech clearly stated it needed to be replaced because its an old unit. We paid our fee and waited. We called back today to find that the tech told them that it was a leak that made it bad and they dont fix leaks so they threw our claim out! Now, the unit was shut down so I am not understanding how the tech came to that conclusion because it blew up last season and we have been trying to get some one out since June. Please help as we continue to pay these companies that work with companies not to pay us.

  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 claim determination.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 once the unit starts leaking we cannot cover the system. The consumer requested cancellation of services. The consumer was informed that they will go ahead an have their agreement cancelled.

  Customer Answer

  Date: 08/04/2022

  
  Complaint: 17624988
  
  I am rejecting this response because:
  
  The unit blew up and was NOT even on and hadnt been in use for over 5 months. Therefore, there was no way that the technical could determine that there was a leak because the unit can not be powered on. Secondly, the technician stated that the unit is old and need to be replaced! Although the technician told them that, they still neglected the fact that the Unit is old and needs to be replaced! I felt there was some siding factors between the subcontractor and the company. However, it still does not eliminate the fact that our unit isnt working and we pay a warranty company. We asked for our payment and premium refunded since they wont cover our unit. Who needs a company that continues to take your money but in the event that you need them they dont cover this nor that! 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/16/2022

  The consumer rejected our response stating that the unit blew up and has not been working for 5 months. The consumer did not accept their claim determination.
  
  Per section 5.4 of the consumers warranty agreement it states that the claim must be filed within 3 days following the discovery of the issue. The consumer stated in their response that their unit blew up and has not been working for 5 months. The consumer is required per our agreement to file the claim within the first 3 days of discovery. Per the consumers response they were aware for 5 months that the unit was not working.
  
  
  5.4. Non-Emergency Claims. To make a claim for repair you must contact Select within 3 days following discovery of the malfunctioning and/or inoperability of the system or appliance. The independent Service Technician will be instructed to provide repair ment of the appliance or system within two (2) days during normal business hours and four(4) days on weekends and holidays following submission of the claim. If covered by this agreement, the system and/or appliance repaired d will be paid for by Select within a reasonable time following submission of the claim. Select will not be liable for any delay in the repair of the inoperable appliance or system. 
  
  The consumer had filed their A/C system claim on 6/28/22. Season Solutions was dispatched to the consumers home to diagnose their claim. Diagnosis revealed that the consumers unit is leaking freon. The consumers claim is denied per section 6.3.6 of their warranty agreement as freon, freon leaks and any damage resulting from the leak is not covered per their warranty terms and conditions.
  
  6.3.6. Air Conditioning (Central).This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components: (i)Condensor *********** (ii) compressors; (iii) condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (********* switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors
  
  Excluded: window, wall, portable air conditioning units. This Agreement does not cover (i)Freon; (ii) geothermal systems;(iii) air filtration systems; (iv) humidifiers; (v) condensation leaks;(vi) mismatched systems;(vii)

  Customer Answer

  Date: 08/16/2022

  
  Complaint: 17624988
  
  I am rejecting this response because:
  
  As we stated the unit was in fact down several months, however, our discovery didnt actually come until we tried turning back on the unit in mid June. After attempting to turn it on and couldnt he (*****)called someone to look at it to access what the real deal might be.  Later that week friend that does HVAC as an off duty Fireman came to look at it and thats when I was informed we cant use this unit and we should contact our warranty. I am not aware that we have to report immediately, however, if I must be precise, the timeline is within your section# of reporting our knowing issue. Again, you were told from seasons that the unit was old and needed to be replaced. Your company added a leak in which was never told to us ever by your Seasontechnician. You had us pay our money and nothing was done or even discussed. We pay our monthly payments ever month and the very time something goes wrong you find away not to pay. You are suppose to fix it or replace it! Thats your policy! 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/24/2022

  The consumer rejected our response disagreeing with their determination.
  
  Per section 5.4 of the consumers warranty agreement it states that the claim must be filed within 3 days following the discovery of the issue. The consumer stated in their response that their unit blew up and has not been working for 5 months. The consumer is required per our agreement to file the claim within the first 3 days of discovery. Per the consumers response they were aware for 5 months that the unit was not working.
  
  
  5.4. Non-Emergency Claims. To make a claim for repair you must contact Select within 3 days following discovery of the malfunctioning and/or inoperability of the system or appliance. The independent Service Technician will be instructed to provide repair ment of the appliance or system within two (2) days during normal business hours and four(4) days on weekends and holidays following submission of the claim. If covered by this agreement, the system and/or appliance repaired d will be paid for by Select within a reasonable time following submission of the claim. Select will not be liable for any delay in the repair of the inoperable appliance or system. 
  
  The consumer had filed their A/C system claim on 6/28/22. Season Solutions was dispatched to the consumers home to diagnose their claim. Diagnosis revealed that the consumers unit is leaking freon. The consumers claim is denied per section 6.3.6 of their warranty agreement as freon, freon leaks and any damage resulting from the leak is not covered per their warranty terms and conditions.
  
  6.3.6. Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components: (i) ********************* (ii) compressors; (iii)condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (********* switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors
  
  Excluded: window, wall, portable air conditioning units. This Agreement does not cover (i)Freon; (ii) geothermal systems;(iii) air filtration systems; (iv)humidifiers; (v) condensation leaks; (vi) mismatched systems;(vii)
  
  At the present time the consumers claim remains denied per section 6.3.6 of their warranty agreement as freon, freon leaks and any damage resulting from the leak is not covered per their warranty terms and conditions.The consumer at this time is not eligible for any approvals or reimbursements at this time.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17624988
  
  I am rejecting this response because:
  
  The company is lying and because they are using the subcontractors to back them up there isnt much  we as the consumer can do but take our business to another company and make sure to let anyone know that *** think about having them as a homeowner insurance to think again! They steal money and do not deliver on product. They didnt see a leak because the unit was powered off. Thats not what the tech said to them! The rich get richer and the poor stay poor because the laws are lies! 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/27/2022

  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.

  Our stove does not work. We paid for service 3 months ago service man said it needed computer head and the element on top was burnt out and confection fan does not work needs new computer head. We have had nothing but run around from the company. They said they would replace it or fix it. Still nothing done about it.

  Business Response

  Date: 08/02/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the cash in lieu approvals when the units are less than 6 years old. 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 the repairs are just under $500 and they can increase their cash 0. The consumer accepted.

• Initial Complaint

  Date:07/26/2022

  Type:Product 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 a heating & air service here in my home town prior to contacting Select Home Warranty. The reason I did this was because my fan unit in my furnace would not shut off even if I turned the thermostat to "Off". It even smelled hot.Contacting Select first would mean I could possibly wait up to a week for someone they called to call and set an appointment. This has been my experience in the past.The service man was called by me and showed that day, 6/20/22. Returned to replace the control board in the unit on 6/22/22. I received a statement on 6/27/22, which I paid, in the amount of $333.91. I called Select and was directed to the customer loyalty ***** I spoke with Justine **** ****) in loyalty ***** and she was going to send this claim to the escalation ***** All the while telling me that I was a *************** customer and that I should most definetly be reimbursed. Since speaking with her, I have talked with a ****** on 7/8/22, a ******** on 7/11 that sent me to Customer Loyalty and there I spoke with ******* **** ****). ******* let me know that she "always calls back and follows through", promised she'd call me back on 7/12. I left ******* voicemail messages on 7/13, 7/12, and 7/18. ******* never returned my calls. I have talked to an ******* on 7/22 only for him to transfer me to Customer Loyalty again. This time I spoke with ******* whom then transferred me back to ********* voicemail. On 7/22, I spoke with ***** who informed me ******* was out sick and that the escalation team had denied my request for reimbursement. ***** said she would send me an email on the cancellation policy process along with a copy of a check and invoice for which this check was issued. ***** said a check in the amount of $419 was sent to me as payment on another claim. This did not happen and thus is why I was asking for the email with copy of check & invoice. ***** then transferred me to ******** to request the email. On 7/25 I spoke with ***** in claims.

  Business Response

  Date: 08/02/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consume was upset that their claim was denied for work without authorization. The claims manager reviewed the consumers account. The consumer was informed that they have been assigned to their account to assist them. The claims manager was able to approve the consumers claim and had a reimbursement form sent to them. The consumer was informed that they may contact them directly going forward. The consumer accepted.

• Initial Complaint

  Date:07/26/2022

  Type:Product 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 still have yet to receive my refund from Select Home Warranty. When I called a couple months ago, they said that it could be another 14 days. It has now been 4 months and still no refund. I cancelled service with this company because the actual coverage received was far below what was advertised. Below is the email received last. From: SHW Claims <*********************************> Sent: Friday, April 1, 2022 6:08 To: *********************** Subject: Reimbursement Check Dear *********************,Contract : 326435956.This email is to confirm that a reimbursement check has been processed. Refund checks can take up to 14- 30 days to arrive. You may respond to this email for questions or updates.Thank You,Select Home Warranty

  Business Response

  Date: 08/02/2022

  The consumer filed a complaint through the BBB due to non receipt of their refund check
  
  The consumers warranty agreement was cancelled per section 13.2.
  
  13.2. 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 ************ contract.
  
  
  Below is a breakdown of their refund:
  
  Coverage for 407 Days Used @ $1.37 per Day = $557.51; Add Cancellation Fee of $75.00 =$632.51; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $1874.95 Totals a Refund of $1242.44.
  
  The consumer will be refunded $1242.44 via check. The consumer will be notified via email as soon as their refund check is mailed out.

• Initial Complaint

  Date:07/26/2022

  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.

  Select has taken 3 weeks to repair the compressor in my air conditioner. I call every day, but my claim is always under review can you help?

  Business Response

  Date: 08/02/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that its been a while and their A/C is still not working. The claims manager reviewed the consumers account. The consumer was explained that we need the correct part number in order to review and see if we can have the compressor shipped out to them. The consumer was informed that the technician provided us with the incorrect part information. The consumer was explained that once we receive the part number we may proceed.

  Customer Answer

  Date: 08/02/2022

  
  
  Complaint: 17627550
  
  
  I am rejecting this response because:I still have no air conditioning. They have sent another tech from another co. I hope that they can get it together this time.
  
  
  
  
  Regards,
  
  
  *********************

  Business Response

  Date: 08/11/2022

  The consumer rejected our response stating that their ac unit is still not working.
  
  Timmys Air Conditioning and Heating has been dispatched to the consumers home. Diagnosis revealed that the condenser is not working and needs to be replaced. The consumers claim as approved for $1900 towards the cost of the repairs. The technician has bene provided with the authorization number for the repairs. The consumer may contact the technician to schedule an appointment for the completion of repairs.

• Initial Complaint

  Date:07/26/2022

  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 contract with Select Home Warranty several month's ago. On July 3 our central air conditioner stopped working. I called SHW and advised them of the situation. I purchased the system 13 years ago and have maintained it every year. I called the air conditioning Company and the technician said the unit was old and needed to be replaced. In order to get our house cooled down they recharged the system for $703.00 . I then called various companies and priced out various models. I settled on York air conditioner . Cost was $6.700. I used ****************** ******************** in ****** ******* . SHW called them to confirm the unit needed to be replaced since it was old and would continue to break down. I submitted all required paperwork to SHW. I received a settlement offer from them of $150.00 [ as opposed to the $2,000 replacement cost in the contract}They advised me they never received the paperwork. Then they found it. Again another $150 was offered. Again they said they couldn't find the paperwork . Again , I re-sent it. Finally after 3 weeks of back and forth they said they don't cover freon leaks. I explained as per ******* air, it was an old unit [ usually lasts 10 years ]' and the compressor etc was also not working properly. My frustration is , I couldn't communicate with anyone since all of their conversations were scripted and made no sense. Living in ******* where temperatures this time of year are in excess of 100 degrees, a dependable air conditioner is a necessity. Without one , toxic mold is a possibility.

  Business Response

  Date: 08/02/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was not approved. The consumer stated that the technician refilled 5lbs of freon into their unit. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that our agreement does not cover freon related issues. The consumer did not accept their claim determination.

  Customer Answer

  Date: 08/02/2022

  
  Complaint: 17626150
  
  I am rejecting this response because: The Amana Unit was installed in 2009. The life expectancy of one of these units is 10 years. I had a full ************************************************* order to maintain the contract I had to maintain it by having it serviced twice a year. This unit lasted 13 years and besides the leak in the coil THERE WERE OTHER ISSUES  such as the compressor [ outdoor ] was not functioning properly. FREON WAS NOT THE ONLY THING WHICH WAS NOT FUNCTIONING. A quick fix was to add more freon and get our house cooled down in order to prevent mold.  The outside temperature was 100 degrees.  On May of 2022 I had the Unit serviced and everything was functioning. On July 3rd it was not. The technician whom I have been using for 13 years advised that it was foolish to spend thousands of dollars on a 13 year old unit. It made sense. I had several companies give me estimates for a new unit. I hired Patricks air conditioning company in ****** *******. They installed a new unit for $6700.00 Bottom line , there were multiple issues involved in choosing NOT to throw good money after bad. I felt that SHW would agree and honor their agreement. This Company looks for loopholes and escape clauses in order to avoid paying. I entered into an agreement with SHW in good faith. As stated in their contract "age of appliances , hvac units etc is NOT a factor in covering claims. They have these contracts written is such a way that they could find a reason to deny any and all claims. It's a scam 

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

  Business Response

  Date: 08/11/2022

  The consumer rejected our response disagreeing with their determination.
  
  Diagnosis on the consumers A/C system revealed that there is a pinhole leak in the coil and the unit leaked freon.Added 5lbs of freon to the system. The consumers claim was denied per section 6.3.6 of their warranty agreement as freon, freon leaks and any damage resulting from the leak is not covered per their warranty terms and conditions.
  
  6.3.6. Air Conditioning (Central).This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components: (i)Condensor *********** (ii) compressors; (iii) condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (********* switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors
  
  Excluded: window, wall, portable air conditioning units. This Agreement does not cover (i)Freon; (ii) geothermal systems;(iii) air filtration systems; (iv) humidifiers; (v) condensation leaks;(vi) mismatched systems;(vii) freon leaks;(viii)damage caused by freon leak.
  
  At the present time the consumers claim remains denied per section 6.3.6 of their warranty agreement as freon,freon leaks and any damage resulting from the leak is not covered per their warranty terms and conditions. The consumer at this time is not eligible for any approvals or reimbursements at this time.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

• Initial Complaint

  Date:07/26/2022

  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 7/21/22 WE CALLED FOR A CLAIM OF OUR AC UNIT NOT WORKING PROPERLY IT HAS BEEN ONE WEEK AND STILL GOING BACK AND FORTH TO FIX IT WE HAVE A BABY AND CANNOT LIVE WITHOUT AIR CONDITIONING DURING 100+ DEGREES WEATHER THEY SUGGEST TO FIX OURSELVES AND GET REIMBURSEMENT FROM THEM BUT THEY NEVER ANSWER PHONE AND KEEP TRANSFERRING TO OTHER ASSOCIATES I WOULD LIKE A REFUND OF THE 3 YEAR MONIES PAID TO THEM FOR $1080

  Business Response

  Date: 08/02/2022

  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: 08/03/2022

  
  Complaint: 17624552
  
  I am rejecting this response because:
  
  NO ONE HAS RESPONDED YET, ***** DOES NOT ANSWER PHONE
  
  Regards,
  
  *****************************

  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 there is no resolution on their claim yet. The claims manager reviewed the consumers account. The consumer was informed that we need a complete diagnosis from their technician for review in order for us to provide a claim determination. The consumer stated that they will have it emailed over.

  Customer Answer

  Date: 08/12/2022

  
  Complaint: 17624552
  
  I am rejecting this response because:
  

  All information was provided one week ago and appropriate documentation was applied as well for the claim

  No response received after that
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/23/2022

  The consumer rejected our response stating that they submitted the necessary documentation.
  
  Documentation submitted by the consumer has been reviewed.The following items are required in order to proceed:
  
  Photographs of the make/model and serial number of the condensing unit in order for us to locate the correct parts required for the repairs.
  
  We request that the consumer submit the above photographs as soon as possible so that we may locate the correct parts required.

  Customer Answer

  Date: 08/26/2022

  
  Complaint: 17624552
  
  I am rejecting this response because:
  
  

  Photographs were submitted to the technician and now Warranty company claims they are not covered becasue of wrong cause of failure now

  They are unjust people and do not provide services at all, would like my refund of amount paid to them

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

  Business Response

  Date: 09/06/2022

  The consumer rejected our response disagreeing with their determination.
  
  Diagnosis revealed that refrigerant reclaim from the central air system. Disconnect and remove and discard the condenser off premise. The existing compressor mechanically seized. Cause is due to electrical failure due to burnout of condensing unit. The consumers claim was denied per section 9.1.2 of their warranty agreement as electrical failures are not covered.
  
  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 has requested a refund through this complaint.At the present time the consumer is not eligible for a full refund. Should the consumer wish to proceed with termination of service they will be subject to cancellation per section ****. At the present time the consumers account remains in effect till they request termination of service.

• Initial Complaint

  Date:07/26/2022

  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.

  Select Home Warranty claims that " the consumer filed *********************** 10 months. Each claim filed shows that the consumer is in the process of upgrading the electrical system in the home and therefore their claim is not covered."This is incorrect. There have been 8 electrical claims submitted by Select Home in error. There were 4 claims for electrical on May 4th alone! This is incorrect. I never approved to have these 8 electrical claims submitted. Furthermore, any electrical claim submitted was not to "upgrade" my system, but to fix an ungrounded outlet or dangerous outlet situation. This is unjust that the claim to repair 5 ungrounded, sparking outlets will not be covered despite it saying so in the contract. Please cover this one electrical claim. Thank you.

  Business Response

  Date: 08/02/2022

  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. 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 explained that upgrades are not covered per section 9.1.2 of their warranty agreement. The consumer was upset with the determination and disconnected the call.  

  Customer Answer

  Date: 08/02/2022

  
  
  Complaint: 17624224
  
  
  I am rejecting this response because: this is not an upgrade to my electrical system
  
  
  
  
  Regards,
  
  
  *************************

  Business Response

  Date: 08/11/2022

  The consumer rejected our response disagreeing with their determination.
  
  The consumer hired their own technician and submitted diagnosis. Diagnosis revealed that replacement of receptacles and or switches,repair or replace 5 ungrounded receptacles.
  
  After further review it has been found that the consumer filed *********************** 10 months. Each claim filed shows that the consumer is in the process of upgrading the electrical system in the home and therefore their claim is not covered.
  
  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 remains denied per section 9.1.2 of their warranty agreement as our agreement does not cover upgrades. The consumer at this time is not eligible for nay approvals or reimbursements at this time.

  Customer Answer

  Date: 08/12/2022

  
  
  Complaint: 17624224
  
  
  I am rejecting this response because:this is not an upgrade. I did not reject your technician. There was no technician available from your company. Only 3 claims were submitted for electrical issues, all for faulty wiring and non-working outlets. The other 7 were incorrectly submitted.
  
  
  
  
  Regards,
  
  
  *************************

  Business Response

  Date: 08/23/2022

  The consumer rejected our response disagreeing with their determination.
  
  The consumer hired their own technician and submitted diagnosis. Diagnosis revealed that replacement of receptacles and or switches,repair or replace 5 ungrounded receptacles.
  
  After further review it has been found that the consumer filed *********************** 10 months. Each claim filed shows that the consumer is in the process of upgrading the electrical system in the home and therefore their claim is not covered.
  
  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 remains denied per section 9.1.2 of their warranty agreement as our agreement does not cover upgrades. The consumer at this time is not eligible for nay approvals or reimbursements at this time.

  Business Response

  Date: 09/01/2022

  The consumer hired their own technician and submitted diagnosis. Diagnosis revealed that replacement of receptacles and or switches, repair or replace 5 ungrounded receptacles.

   

  A claims manager reached out to the consumer. The consumer requested that they want their outlets grounded. The consumer was explained our terms and conditions. The consumer was informed that once they complete their repairs and their outlets have been grounded we are able to cover any future claims that *** arise. However, at the present time their claim remains denied as their electric needs to be upgraded which is not covered per section 9.1.2 of their warranty agreement.

   

  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers,installation, electrical failures,upgrades
  
  
  At the present time the consumers claim remains denied per section 9.1.2 of their warranty agreement as our agreement does not cover upgrades. The consumer at this time is not eligible for any approvals or reimbursements at this time. The consumer was informed that going forward once they have their outlets upgrades and grounded we will be able to assist them with any future claims.

  Customer Answer

  Date: 09/01/2022

  
  Complaint: 17624224
  
  I am rejecting this response because:
  They are not the same outlets.  These are other outlets that have issues that are covered under the warranty.  ************ is outright refusing to support repairs that they originally agreed would be performed.  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/13/2022

  The consumer rejected our response stating that they are outlets covered under our agreement.
  
  Unfortunately that is not correct. In order to determine whether something is or is not covered under our agreement a diagnosis must be provided.
  
  Diagnosis revealed that replacement of receptacles and or switches, repair or replace 5 ungrounded receptacles. Per the diagnosis provided it has been determined that the consumers claim is denied per section 9.1.2 of their warranty agreement as outlets are grounded and require to be upgraded.
  A claims manager reached out to the consumer. The consumer requested that they want their outlets grounded. The consumer was explained our terms and conditions.The consumer was informed that once they complete their repairs and their outlets have been grounded we are able to cover any future claims that *** arise. However, at the present time their claim remains denied as their electric needs to be upgraded which is not covered per section 9.1.2 of their warranty agreement.
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity,improper wiring, inadequate or lack of capacity, power failures, power surges,overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves,door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise,refrigerants, valves, dispensers,installation, electrical failures,upgrades
  
  At the present time the consumers claim remains denied per section 9.1.2 of their warranty agreement as our agreement does not cover upgrades. The consumer at this time is not eligible for any approvals or reimbursements at this time.The consumer was informed that going forward once they have their outlets upgraded and grounded we will be able to assist them with any future claims.

  Customer Answer

  Date: 09/16/2022

  
  Complaint: 17624224
  
  I am rejecting this response because:
  
  This information is incorrect.  There is no upgrade for the electrical system.  Select home has scammed me and should be reprimanded for their actions.
  
  Regards,
  
  *************************

  Business Response

  Date: 10/05/2022

  This consumers complaint was closed out as unresolved. Can you please update the complaint with the below?

   

  The consumer was informed that our technicians had a scheduling delay and was approved to secure their own technician. The consumer agreed to secure their own technician and submit diagnosis.

   

  Diagnosis revealed that there are 5 ungrounded outlets that need to be grounded. Code requires that the outlets needs to be replaced with grounded outlets. Per section **** of the consumers warranty agreement it states that we will not cover repair which violates any codes. In addition, in order to have grounded outlet the consumer needs to upgrade the existing outlets from ungrounded to grounded. That is considered an upgrade and therefore not covered.

   

  A claims manager reached out to the consumer. The consumer requested that they want their outlets grounded. The consumer was explained our terms and conditions. The consumer was informed that once they complete their repairs and their outlets have been grounded we are able to cover any future claims that *** arise. However, at the present time their claim remains denied as their electric needs to be upgraded which is not covered per section 9.1.2 of their warranty agreement.

   

  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils. Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches, timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets, leak searches, lights, noise, refrigerants, valves, dispensers,installation, electrical failures,upgrades

   

  ****. Local/State/Federal Government Violation. Select will not be responsible for repair of any system or appliance which said repair would violate any local, state and/or federal laws, rules, codes or regulations. If a system or appliance cannot be repaired or replaced without violating a local, state or federal law, rule, code or regulation, then Select's liability will be limited to a cash settlement which shall be in an amount not to exceed the depreciated cost of the product in need of repair. If a violation of any local, state and/or federal law, rule, code or regulation is discovered before or during the repair service, Select will not be required to initiate and/or complete the repair service until the violation and/or potential violation is corrected by You. Select will not be responsible for any additional costs associated with the correction of the violation and/or potential violation. Select will not be responsible for any improvements, services and/or costs required to comply with any local, state and/or federal laws, regulations, ordinances
  
  
  At the present time the consumers claim remains denied per section 9.1.2 of their warranty agreement as our agreement does not cover upgrades. The consumer at this time is not eligible for any approvals or reimbursements at this time. The consumer was informed that going forward once they have their outlets upgrades and grounded we will be able to assist them with any future claims.

   

  Thanks,

   

  Customer Answer

  Date: 10/05/2022

  
  Complaint: 17624224
  
  I am rejecting this response because:
  
  The company did not cover electrical issues with the outlets.  I had to pay out of pocket to get the outlets fixed.    

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

• Initial Complaint

  Date:07/25/2022

  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.

  Well I signed up for a home **************** that covers the repairs of my household items. I was charged a monthly fee but every time I made a claim it wasnt covered. This happened two times so I requested to cancel my membership but they said that I have to pay an early cancellation fee when I never receive what I was paying for. This company is disfrauding innocent consumers of their money with false promises.

  Business Response

  Date: 08/01/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied without having a technician dispatched. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was explained that they reported a non covered issue. The consumer stated that it should be covered. The claims manager offered the consumer to secure their own technician and they will assist them with their claims reimbursement. The consumer accepted.