Complaints

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

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Select Home Warranty LLC has 6 locations, listed below.

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  Select Home Warranty LLC

  1000 Wyckoff Ave Fl 3 Mahwah, NJ 07430-3164

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

• 

  Select Home Warranty LLC

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

• 

  XPD Warranty Group, Inc

  1999 Bryan St STE 900 Dallas, TX 75201-3140

• 

  Select Home Warranty

  1999 Bryan St STE 900 Dallas, TX 75201-3140

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2022

  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 bought my house in January of this year. I quickly bought a home warranty policy with Select Home Warranty. The rep on the phone knew I just bought the home and never once asked me if I had any of the maintenance records from the previous owner. 6 months into owning the home, our air conditioner went out. Select sent out a technician to look at it, who charged me $80. The technician said it couldnt be fixed and would need to be replaced. Select asked for pictures and maintenance records. I sent pictures immediately because I have 6 kids living in the house thats now 100 degrees hot because it has no working air, and I wanted the issue resolved asap! Every time I called to check the status, the rep asked me again for pictures and records, even though I got an email confirming they got my pictures. I finally got it escalated, and was told they would call me back same day with a resolution. I got an email shortly after saying that because I have no maintenance records, they will only give me $150 toward my $7000 new unit! If someone would have told me upfront that those were required, I obviously would have NEVER paid for a policy. Who would? It doesnt cover me! I asked for them to review their decision considering home just passed inspections, which I could prove. The supervisor was very rude to me and refused to consider it. I asked to cancel the remainder of the policy, for which Im only getting $160 back. This is unethical practice and needs to be corrected!! I sent an email requesting my money from the claim ($150) and a reimbursement of the $80 technician, as well as the $160 refund for the rest of the policy. I believe its the LEAST they can do under these circumstances. Unless they change the way they sell these policies, I will never recommend anyone doing business with them! The average person probably buys a home warranty a handful of times in their life and need to be able to rely on the information they get when being sold! Do better SHW!!

  Business Response

  Date: 07/29/2022

  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 and they already cancelled their policy. The claims manager reviewed the consumers account. The consumer was informed that they will have their refund check processed expedited.

• Initial Complaint

  Date:07/22/2022

  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 does not give the service I paid for - this ** is supposed to send a tech out within 48 hours to ****** my warranty house items My ac was not **oling they sent email stating someone will **ntact me in 48 hours they then sent me a ** 60 miles away and never called after waiting 4 days so i called them and they have appt on Monday 4 days from now So that will be 8 days im waiting on a tech- UNACCEPTABLE THIS ** DID THIS TO ME LAST YEAR ALSO But i gave them another chance Last 2 years i paid them up front for them To warranty my home ac heating and appliances- what a rip off

  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 a technician was dispatched who wasnt bonded and they had to hire their own to replace the system because the compressor went out. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consumer was informed that they should have contacted us to let us know what was going on instead of replacing the unit without authorization from Select. The consumer was informed that their claim cannot be covered as they replaced the unit without authorization from Select.

  Customer Answer

  Date: 08/03/2022

  
  Complaint: 17536131
  
  I am rejecting this response because:
  This was  not what was said - he told us we needed paperwork on what exactly was wrong with our ac and we said compressor was bad . He wanted in depth detail on the issue before he could off to give us any money 

  He also failed to tell you it wad over a week before  any contact was made and I called the company on a Thursday night and no one could come out till Monday- Its was 90 plus degree the whole week. This was totally unacceptable for this company to send email snd say someone will contact me  and no one ever did !! I had to call them!!
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/11/2022

  The consumer rejected our response.
  
  The consumer has been explained by the claims manager that unfortunately their claim has been denied per section 5.2 of their warranty agreement as repairs were made without obtaining prior authorization from Select. Per section 5.2 of the agreement it states that if the consumer fail to obtain prior authorization their claim will be rendered invalid.
  
  5.2. If Covered. If this Agreement covers the malfunctioning appliance or system, you MUST contact Select PRIOR to obtaining service on the malfunctioning appliance or system.Your failure to contact Select prior to obtaining service may render your claim invalid. Select will not reimburse You if You use your own service technician without first obtaining Select's prior authorization.
  
  At the present time the consumers claim remains denied per section 5.2 of their warranty agreement as repairs were made without authorization from Select. The consumer at this time is not eligible for any approvals or reimbursements ta this time.

• Initial Complaint

  Date:07/22/2022

  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 denied a claim without evaluating my appliance. Their website would not let me choose more than one option for a repair as such they denied one of the choices and will not let me file another claim for 30 days. The website should be built so that multiple choices for repair can be inputted. I then called the number and asked for supervisor assistance and have been on hold for over 1 hour.

  Business Response

  Date: 07/29/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that we denied their claim for ice maker and dispensers when they were never told by sales it was not covered. The claims manager informed the consumer that they can add on the additional coverage option for an added fee. The consumer requested that the coverage not be added and they will let them know. The consumer asked about their refrigerator claim. The consumer stated that they are having issues with the display. The consumer was informed that displays are not covered and we will not dispatch a technician only to deny the claim. The consumer stated that they will think about hiring their own.

• Initial Complaint

  Date:07/22/2022

  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 plan with Select Home Warranty and paid for the premium up front of over $1200.00 I have been dealing with a plumbing backup/clog since 7/15/22. I have been calling the warranty company everyday since then multiple times a day and there still has not been a plumber that has even come out to my property. They scheduled me with plumbers that do not work on clogs or back **** It was listed as an emergency since facieses has been flooding the bedroom and bathroom and yet a week later and I don't have anyone coming out and only been advised to wait for a call back to get scheduled when I have been waiting for a whole week now. I requested to speak to a supervisor and only was i granted one after my 3rd time calling in requesting a supervisor. Then the supervisor informed me there was nothing he could do and there was no other upper management I could speak with since he is the lead manager.

  Business Response

  Date: 07/29/2022

  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 still no technician was dispatched for tehri claim. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer stated that they have a technician coming out today after 10am. The claims manager provided the consumer with their contact information for any assistance they may need going forward.

• Initial Complaint

  Date:07/22/2022

  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.

  They are a total scam! You pay a monthly fee, you pay a service call fee, you pay $250 for freon in your air conditioner and many other things and they never fix your item or replace it as promised! Ive filed 2 claims for my air conditioner in the past 2 years. Neither service man fixed the problem. The last guy said my unit needs to be replaced. Select claims that if they cant fix it, they replace it no matter what brand or what age. They lied and denied my claim stating the repair man said my unit was working fine when he left. It is still broken and when I called the repair man back, he said he never told them that, he said my unit needs to be replaced. Same thing happened with my garage door. After paying all my money, they arent wanting to cover my garage door because they said that I said the springs was broken. The springs are fine, its the chain that broke. The chain is covered under warranty. I sent multiple pictures showing that it is the chain, and I had a company come diagnose the issue, just to prove that my problem is the chain. Im zero for three on claims! Ive now filed 3 claims in the past 2.5 years, none have been fixed. I pay $56 a month, $75 every time they send someone that has no clue what they are doing to look at my stuff, then whatever extra costs for absolutely nothing. So far Ive only wasted my time and money. Whats worse than that is that I had to wait a month to hear back from them that my claim was denied! My house was 90 degrees inside! It has not gotten cooler than 85 in my house in the past month. Why wait a month and make someone suffer and their pets suffer just to be like nope, fix it yourself?!!!

  Business Response

  Date: 07/29/2022

  The consumer filed a complaint through the BBB due to issues with their warranty service. A claims manager reached 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:07/21/2022

  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 am a 100% disabled vet, I have been with SHW for a number of years and have filed 1 claim which was denied. On June 14, 2022 I filed a claim for a broken washing machine, I was informed a tech would be dispatched within 24 to 48 hours. I then received an e-mail stating that all techs were backed up and i could find my own tech and pay out of pocket for the repairs, I have a preauthorized amount of $100 and a industry low deductible of $60. I have spent many hours on the phone and through e-mail getting the exact same assurances and form e-mails, as of today, No tech has been dispatched, washer is still broken, I have explained to them over and over about my disability and my very limited finances along with my inability to pay out of pocket.

  Business Response

  Date: 07/28/2022

  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 still a technicism was not dispatched for their claim. The claims manager reviewed the consumers account. The consumer was offered to secure their own.technician. The consumer declined. The claims manager informed the consumer that their unit is approximately 10 years old and they can off them $350 towards a replacement per section 8.3. The consumer accepted.

• Initial Complaint

  Date:07/21/2022

  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 originally filed a claim for my microwave/convection oven to have it repaired. To which Select promptly sent me an email offering *****. This is unacceptable. Not only did no one look at it, they offered an amount that comes no where in the range for what I can replace or fix it for. For context, a refurbished unit is over *******. While a brand new one is close to *****. I called to escalate this. The response was, we will send a technician to review it. Great! ******** appliance came out and created a list of what was needed. Fast forward a few.days later, Select offers me the same ***** as a buyout. Mind you, I have now paid ****** for a service call. So, if you're tracking, im actually in the hole with no replacemrnt. What kind of backwards process is going on here?? I called again and requested to speak to someone in leadership about this. Was placed on hold twice then advised someone would return my call. Here I am...two weeks later with no call and no resolution. I would highly discourage this company. Mind you, I've had rental properties in the past and dealt with other home warranty companies. I never thought Select could be worse. I was wrong.

  Business Response

  Date: 07/28/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their $95 claims resolution when the repairs are $1200. 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 combo units. The consumer was informed that they were approved for $95 as a show of good will. The consumer asked why a technician is not being dispatched. The consumer unfortunately is not eligible for a technician dispatch as their claim is not covered. The consumer was offered $150 allowance per section **** as a one time good will. The consumer did not accept their claim determination.

  Customer Answer

  Date: 07/28/2022

  
  
  Complaint: 17568474
  
  
  I am rejecting this response because:I should have never been offered this warranty if my unit wasn't covered. Additionally, the terms and conditions were not shared with me until after the fact (June 1st 2022). This was purchased in the sale of a home. If I was privy to this information, I would have rejected this.
  
  
  
  
  Regards,
  
  
  *******************

  Business Response

  Date: 08/05/2022

  The consumer rejected our response stating that they should not have been offered the coverage if their unit was not covered.
  
  The consumer was sent a copy of their warranty agreement at the time of purchase. In addition, the consumer was able to view our terms and conditions on our website at all times pre and post purchase. The consumer had 30 days from the date of enrollment to review the terms and be eligible for a full refund should they have not agreed with the terms. The consumer opted to maintain services.
  
  The consumer did not purchase the agreement solely for coverage on their microwave unit. The consumer purchased a ************* Package Plan which includes coverage for their heating, A/C, water heater, electrical,plumbing, microwave, dishwasher, ceiling fan, refrigerator, stove. The consumers warranty agreement does not only offer coverage for a microwave but other systems and appliances as well. Microwave coverage is included in the platinum care plan.
  
  Per section 6.2.3 of their warranty agreement it specifically states that we do not cover combo microwave units. We are not aware of the type of unit the consumer has until the consumer informed us of the type of unit.Select coverages basic microwaves not combo units. The consumer was however,offered $150 as a show of good will towards their denied claim.
  
  6.2.3. Built-In Microwave.
   
  This Agreement covers all modules, components and parts of the built-in microwave necessary to the functionality of the built-in microwave. Excluded: portable, combo or countertop microwaves.
  
  At the present time the consumers claim is approved for $150 as a show of good will as their claim is denied as our agreement does not cover combo units. In order to proceed with the reimbursement process the consumer will need to submit a paid invoice of replaced. Once received we may proceed with the reimbursement process.
  
  We have followed the terms of the agreement and provided the consume with a determination in accordance to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 08/10/2022

  
  
  Complaint: 17568474
  
  
  I am rejecting this response because:I was not sent a copy of my coverage until 6-1-22 via email. This policy was purchased through a realtor in the sale of this home. I have a way we can rectify this. Cancel my policy, refund me the full purchase price and the ****** and we can part ways.
  
  
  
  
  Regards,
  
  
  *******************

  Business Response

  Date: 08/18/2022

  The consumer rejected our response stating that the warranty was purchased through a realtor and they did not receive a copy of the agreement.
  
  The purchaser of the agreement was sent a copy of the agreement at the time of purchase.
  
  Per section 6.2.3 of their warranty agreement it specifically states that we do not cover combo microwave units. We are not aware of the type of unit the consumer has until the consumer informed us of the type of unit. Select coverages basic microwaves not combo units. The consumer was however, offered $150 as a show of good will towards their denied claim.
  
  6.2.3. Built-In Microwave.
   
  This Agreement covers all modules, components and parts of the built-in microwave necessary to the functionality of the built-in microwave. Excluded:portable, combo or countertop microwaves.
  
  At the present time the consumers claim is approved for $150 as a show of good will as their claim is denied as our agreement does not cover combo units. In order to proceed with the reimbursement process the consumer will need to submit a paid invoice of replaced. Once received we may proceed with the reimbursement process.
  
  We have followed the terms of the agreement and provided the consume with a determination in accordance to those terms. They have been serviced accordingly.

• Initial Complaint

  Date:07/21/2022

  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.

  SHW claim #******** was opened on July 8th. SHW refuses to send a technician to address the issue. My policy with SHW states a technician will be sent within 2 days of a claim being opened. It's been two weeks.

  Business Response

  Date: 07/21/2022

  Hi ******,

   

  The consumer has an existing BBB complaint opened for their dishwasher claim under complaint ID: ********. Both the consumers AC System claim and dishwasher claim are being addressed in that complaint. Can you please have this complaint closed out and removed.

   

  Thanks,

   

  ******

  Customer Answer

  Date: 07/22/2022

  Can you please reopen case#17599236 *********** responded that it was a duplicate. This is not a duplicate, please note the attachments in the case show that it is for a completely different address. I have 6 different policies with them for 6 different houses in different states. Also the claim number from SHW is completely different from the one referenced in the other case.

   

  SHW home warranty will not act on any of the claims I file unless I open a BBB case. Due to me opening bbb cases on other claims they are working with me on those claims now. If you close this case, they will not work on this specific claim with me. Can you please re-open it.

   

  Im sorry that I have to open cases with the bbb on each claim, but SHW literally will not talk to me about a claim unless I open a case with the bbb.

  Thank you

  **** Ardmore.

  Business Response

  Date: 07/28/2022

  The consumer filed a claim for their dishwasher on 6/7/22. A to Z Appliance was dispatched to the consumers home for diagnosis. Diagnosis revealed that the timer and pump motor is worn out and need to be replaced. The consumers claim was approved for $175 towards the cost of replacement per section 8.3 of their warranty agreement.
  
  8. Select's Option. Select shall have the sole and exclusive option to:
  
  iii. In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair, said determination being made by Select,Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;
  
  
  The consumer was sent a reimbursement form for $175. Once accepted and resubmitted we may proceed with having their reimbursement check processed.

  Customer Answer

  Date: 07/28/2022

  
  Complaint: 17599236
  
  I am rejecting this response because: They have not sent a reimbursement form. And page 2 of their policy says they will repair or replace the unit. They did neither. SHW seems to only follow their own policy when it's convenient for them. The vast majority of the time with me, they don't follow their own policy. If they won't follow the policy, it's not valid.
  
  
  
  Regards,
  
  **** Ardmore

  Business Response

  Date: 08/05/2022

  The consumer rejected our response stating that they have not received a reimbursement.
  
  With regards to dishwasher claim #******** the consumer was approved for $175 towards the cost of replacement per section 8.3. A reimbursement form has been sent for $175 on 6/23/22. The reimbursement form has been re-sent to the consumer on 8/5/22. We request that the consumer contact ***** via email at ******************************** to confirm that they have accepted the reimbursement form so we may proceed with having their reimbursement check processed.

  Customer Answer

  Date: 08/10/2022

  
  Complaint: 17599236
  
  I am rejecting this response because: I did finally receive the link on the 2nd date they mentioned (Not the first) and I clicked it. However, SHW has sent me no reimbursement checks yet. I have one open for more than a month now. I suspect if they are even sending them, they are sending them to the wrong address. Even though I gave them the right address multiple time. Including to ***** who I did call. He is not helpful.

  To date: I have received nothing from SHW. A link in the mail, is not a reimbursement. I'm convinced SHW doesn't pay reimbursements. Prove me wrong SHW, get me a check, even one. I don't think you will.

  This case cannot be closed if I have received nothing from SHW.

  
  Regards,
  
  **** Ardmore

  Business Response

  Date: 08/18/2022

  The consumer rejected our response stating that they were not sent a reimbursement check yet.
  
  The consumer was reimbursed $175 via check #****** on 8/14/22. The consumer should be receiving their reimbursement check within the next few business days.

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint on June 7 about a broken air conditioning unit and a broken dishwasher someone came out looked at both of them the dishwasher needs wheels for the bottom drawer that pulls out why not just get a whole new drawer but the wheels still have not came in its been over a month and someone came out and looked at my air condition unit I paid both of them the $75 payment that was needed and still nobody has come to fix my air its been going on two months and I have not had air condition but they get their payment every single month on time

  Business Response

  Date: 07/27/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that no technician was dispatched for their claim. The consumer stated that the technician we sent came 2 hours early and no one was home. The consumer was offered to secure their own technician for their claim. The consume was sent the secure your own technician instructions. The consumer was provided with the claims manager contact information for any additional assistance they may need.

• Initial Complaint

  Date:07/20/2022

  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.

  Claim was denied. Because they said we needed freon..We paid to have that done...the freezer still doesn't work. Select said that we need to wait 30 days.

  Business Response

  Date: 07/27/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their claim denial when they have the rider. 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 freon. The consumer stated that the technician informed them that it needs to be replaced. The claims manager explained our terms and conditions ta length. The consumer was explained that they can approve them for $175 towards the cost of replacement per section 8.3.The consumer accepted.