Complaints

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

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Select Home Warranty LLC has 6 locations, listed below.

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  Select Home Warranty LLC

  1000 Wyckoff Ave Fl 3 Mahwah, NJ 07430-3164

• 

  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

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

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  Select Home Warranty LLC

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

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:07/18/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wow. The worst. I bought a home warranty and had problems with my HVAC system 10 months in. I called Select Home Warranty and they werent able to find anyone to service my system. They suggested I find a company to complete the work, but said there were extra steps the contractor had to take to ensure their work was approved. Every contractor I spoke with charged $200+ on top of their normal fees to deal with a home warranty company. Apparently its near impossible to get paid by this company. And now they have completely denied my claim. Id choose another home warranty company. This place gets 0 out of 5 stars.

  Business Response

  Date: 07/25/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claim denial when they had to get their A/C fixed. The claims manager informed the consumer that they have been assigned to their account to assist them. The claims manager informed the consumer that they can approve their claim for $250 as a show of good will. The consumer accepted.

  Customer Answer

  Date: 07/25/2022

  [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:07/18/2022

  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.

  January 16, 2019 is when policy was purchased (no claims except this one)premium paid $1,050.00 ************** home warranty service Not providing the coverage that was stated when I signed up for this warranty. I had a dishwasher that was not working, they sent their approved technician who claimed the dishwasher was unrepairable. Select Home Warranty would only offer $175 to replace the dishwasher, this dishwasher sells for $1035.00 and the install alone is about $175 I called and was hung up on, called back and asked for a supervisor and was told a supervisor could not do anything for me that their department could not, waited finally for a supervisor but the call back did not come.Claim #: ********

  Business Response

  Date: 07/25/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination and stated that their unit is $1,000. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that the technician stated that they have door issues and that someone fell or stepped on it. The consumer was informed that those issues are not covered and was offered $175 towards a replacement as a show of good will.

• Initial Complaint

  Date:07/18/2022

  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, I HAVE FILED A CLAIM WITH MY NEWLY PURCHASED HOME WARRANTY ** FOR AIR **NDITIONER FAILURE (************** DEGREES HEAT) SOME CLAIM REP IN ASAIN RECEIVED THE CLAIM FORM AND DENIED SERVICE "STATING" DEHUMIDIFIERS AREN'T **VERED. I HAVE CALLED APROX 15 TIME TO RESOLVE THIS ISSUE AND FILED AN ADDITIONAL 2-CLAIMS FOR AIR **NDITIONER FAILURE CLAIMS, NOT 1-SINGLE PERSON OF SELECT HOME WARRANTY BOTHERED TO **MMUNICATE EITHER BY PHONE OR E-MAIL TO RESOLVE THIS ISSUE. I HAVE **NTACTED THE ***** REP THAT SOLD THE POLICY AND HE ALSO REFUSES TO ANSWER OR RETURN CALLS. I HAVE REQUESTED MULTIPLE SUPERVISORS, NOW THEY CLAIM I WILL BE CHARGED $75 DOLLARS FEE OF A $475 POLICY FOR EARLY CANCELATION, AND UP TO 4-WEEK REFUND!! WHAT FORM OF SERVICE IS THIS, I'M CANCELING BECAUSE OF LACK OF SERVICE AND NOW THERE GHARGING ME A FEE TO CANCEL. BULL SH**

  Business Response

  Date: 07/25/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claim was denied when it should have been covered. The claims manager reviewed the consumers account. The consume was explained our terms and conditions at length. The consumer was explained that they filed their claim online and we followed our terms and conditions and provided them with a determination. The consumer was upset and requested a full refund. The claims manager reviewed the consumers account. The consumer was informed that they will go ahead and approve their full refund.

  Customer Answer

  Date: 08/05/2022

  
  Complaint: 17583751
  
  I am rejecting this response because:

  I have received a full refund, FINALLY!! but, the response from this company was a complete lie! I have more than 39 phone calls to Select Home Warranty and not one of them was answered nor were any phone calls returned. 

  You have people in a foreign country determining/approving/denying claims on thing they have no clue as to what they are! I file for Air Conditioning Fault (3-Claims in 5 days) all denied for dehumidifier not being covered, this was not what was submitted, then you drag your feet in refunding my purchase price, claiming "early termination" and $75 fee. 

  Select Home Warranty Is Defrauding thousands and thousands of people across the us on these same pretenses... However, I have now received a full refund and I intend on filing charges against Select Home Warranty with the ******** ********************************* Affairs. 

   

  SELECT HOME WARRANTY IS A FRAUDULENT COMPANY, NO, YOU DO NOT ANSWER CALLS NOR RETURN THEM....PERIOD!!
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/17/2022

  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 been having trouble with this home warranty for a while now. I put in my first claim over a month ago and my problem is still not solved. I been going back and forth between representatives from Select Home Warranty and Premier Heating and Air. First, I want to say that it's very hard to communicate with the representatives from Select Home Warranty. Since the first day I submitted my claim, I had issues. Now I'm having an issue getting a new work order submitted to Premier Heating and Air so a technician can come to my property to fix my HVAC. from what I was told by an agent from Premier Heating and Air, a technician will not come unless they receive a new work order. I need air. It's hot outside and It's really hot in my house. I have a small child and it's too hot to sleep inside my house.

  Business Response

  Date: 07/25/2022

  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.

• Initial Complaint

  Date:07/17/2022

  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.

  Filled claim #******** on July 4, it's been more than 2 weeks and the company does not bother to come back with a resolution. Sent back picture of the ac within 1 hr of request,took the company more than 5 days to ask for more pics and service records, nobody during the sales cycle asked for these to be maintained and neither did previous home warranty companies ask for any such thing.Sent new set of photos on July 13 and since then no response. *************************** never has any information and and all they can do is file a follow-up and ask the customer to wait for another 1 to 2 business days and them again no response. The resolution department does not bother to get on the phone or face the customer. At this time I think I made a big.mistake having switched to this company. Not sure if they will even bother to respond d on this complaint or would I just have to get another warranty company for future needs as they are definitely not at all reliable.

  Business Response

  Date: 07/22/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their $150 resolution for not having records. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section 9.1.2 of their warranty agreement. The consumer was informed that the approval has been sent to the technician. The consumer was informed that they may contact the technician to schedule an appointment for the repairs.

  Customer Answer

  Date: 07/22/2022

  No detailed explanation was given, just informed that we will only pay 150, no one in the sales cycle ever asked for this to be maintained.
  
  The service provider has also not been informed and I have not been sent his contact details again.
  
  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  
  
  Regards,
  
  
  ********************* *****

  Business Response

  Date: 08/04/2022

  nsumer rejected our response disagreeing with their determination.
  
  Home Tech HVAC was dispatched to the consumers home for diagnosis. Diagnosis revealed that the unit is making noise. The condenser fan motor is not good and needs to be replaced. It was requested that the consumer submit three years maintenance records for review 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 is approved for their policy allowance of $150 per section 9.1.2 oft heir warranty agreement as three years maintenance records have not been received.