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

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  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

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  XPD Warranty Group, Inc

  1999 Bryan St STE 900 Dallas, TX 75201-3140

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  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:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 5+ yr policy with this company. I purchased home on July 1 2021 I then placed a claim for my AC not working on 10/28/2021 They sent out Delta Heating and Air within say 5 days. I paid a fee of $60 for claim, warranty company say business never sent in diagnostic of issue I called for 3 months about it.. It got cold I wasn't on it like I should have been, then yesterday 7/18/2021 my AC froze up again I had to have a emergency call placed to get the ac started again which cost me $300. The new Business states that the condenser and exhaust coils are bad and so dirty there is no way anyone could have touched the unit in the last 9 or 10 months. I am just not satisfied with their services now the 3rd claim and would just like a full refund of the warranty to go out and purchase one with a better rated company that actually has call centers in the US and contracts with better business partners.

  Business Response

  Date: 07/27/2022

  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: 07/28/2022

  
  Complaint: 17591367
  
  I am rejecting this response because: II speak to ***** on Monday approximately 11 Am PDT explained the situation and advised I was a at Dr **** and the Dr just walked in. I asked if I could call him back he advised he'd send a email with his contact info. I called him and left a message  and then followed up that evening by  sending ***** a email on Monday, July 25, 2022 at 03:46:25 PM PDT. As of Wednesday 7/28 I have not heard back.

  I'll copy and paste my email below 
  
  
  
  Regards,
  
  ***************************

   

   

  On Monday, July 25, 2022 at 03:46:25 PM PDT, *************************** <************************> wrote:
  
  
  
  
  Hi *****,
  
  
  Sorry they dilated my eyes so Im using text to talk. 
  I am very upset with this plan and really would just love to severe this relationship and get a refund.  The reasons started with October/ November claim on my AC with Delta. I have spoke to several employees and manager there and they all stated they sent in a diagnosis report more than once but your call center reps ******* find anything for month I called at least 1x weekly until after Xmas time and just got flustered. We tried to use the AC  again about a week or so ago and it just wouldnt work so I had to pay for a outside company to fix it, because it was a emergency with the heat index over 100 degrees. Thats stupid when I purchased the top of line warranty with you guys. When I called in to put in a another claim I was sent to another country where the reps cant understand anything and only repeat the script they are given no one would transfer me to a live US call center or even a supervisor over there. I hung up called back and again same thing 3x. Now not only have you guys stolen my money but this is wasting my time.  I was trying to explain its isnt fair 1 that I still have a broken unit from last year and it especially isnt fair your coding it like a totally new claim that I once again should have to fork out a deductible for when if it had been done correctly then I wouldnt be calling. 
  I was so upset I contacted the BBB about your companies practices. 
  If you ask me what I really want its just a full refund and we go away like we never met one another.
  
  
  I am on PST so I am not available until 12 EST to speak, but if you could just cut the red tape and just send me a refund Id be a happy camper again!
  
  
  Thank you
  
  
  ***************************
  
  Sent from Yahoo Mail for iPhone
  
  On Monday, July 25, 2022, 12:36 PM, *********************** <************************************************************************; ******************** ***************************,
  
  My name is *********************** I am a manager in the executive customer relation department here at **********************.
  
  I have been assigned to your account and had a chance to look into your account and see you have a recent a request. I am available to help with whatever you may need please call me back at ************** Ext: 5100 or email me at **********************************************************************
  
  Thank you
  ***********************
  ************** Ext 5100
  ********************************
  

   

  Business Response

  Date: 08/05/2022

  The consumer rejected our response.
  
  A claims manager reached out to the consumer. The consumer was upset that they had to pay the technician when ************** was not dispatched. The consumer was explained our terms and conditions at length. The consumer was explained that clogged lines are not covered and as a show of good will they can approve them for $208 as a one time good will. The consumer accepted.

  Customer Answer

  Date: 08/10/2022

  
  Complaint: 17591367
  
  I am rejecting this response because:
  

  1. It's not a clogged line its the compressor modular. I was just stating the drains were clogged now as well. But if they had completed the job on Nov from the first claim this wouldn't have happened.

  2.  I never asked for a reimbursement for this service call I made to a completely different company outside of the warranty. what I want is a  refund of the warranty itsself.. I paid over $2000.00 for this I do not want to use this company any more and have stated that to every person i have spoke to since NOV and no one has helped with ceasing the contract and refunding  me my money.  I don't trust them nor do i feel they have fulfilled there contract with me based on Nov and now again in August.

  3. And since they called my child to set up a reimbursement, they should have at least forgone the $60 copay as this was a  direct result of THEM NOT completing their claim in NOV when the company they sent "Delta Heating" stated they sent a diagnostic over several times to state 2 compressors needed to be replaced a chiller and a exhaust if I remember the terms correctly.

   

  I just want to be released from the contract and want my money back so we van go our separate ways as I have expressed to both *** and ***** more than once.

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

  Business Response

  Date: 08/18/2022

  The consumer rejected our response disagreeing with their determination and requested a refund.
  
  Enclosed is a copy of the diagnosis report received from the consumers technician. The technician specifically stated that the drain line is clogged, secondary pan is full. Pumped water from secondary pan into drain line and flushed with nitrogen. Condensor coil is heavily soiled. Evaporator coil is also dirty. Per section 9.1.2 of their warranty agreement it states that clogged lines are not covered. In addition, a heavily soiled condenser coil and dirty evaporator coil indicate lack of maintenance which 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
  
  As a show of good will the consumer was approved for $208 towards the cost of repairs on this claim which they approved. The consumer was reimbursed $208 via check #****** on 8/7/22.
  
  The consumer has requested a refund through this complaint.At the present time if the consumer wishes to proceed with termination of service their agreement will be cancelled per section ****. The consumer will need to contact customer service to confirm their request to terminate services.
  
  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: 08/22/2022

  
  Complaint: 17591367
  
  I am rejecting this response because: I have been asking for a refund for about 2 months now and they are just advising there is a different way this should be accomplished. I have contact *** and ***** several times. Via email and by phone messages to place this request.. They sent a 208 check to try and satisfy the BBB complaint but my initial request was for a refund of the policy not for them to pay out a claim. Lets end this relationship it isn't a good fit. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/31/2022

  The consumer rejected our response stating that they have been asking for a refund for 2 months now.
  
  The consumer spoke a claims manager on 8/22/22. The consumer initially wanted to terminate services. The consumer was offered a free service call fee on their next claim at the time which they accepted. The consumers agreement remained in effect per their request on 8/22/22.
  
  Therefore, we will proceed with termination of service effective 8/25/22 per their most recent rejected response.
  
  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 385 Days Used @ $1.37 per Day = $527.39; Add Cancellation Fee of $75.00 =$602.39; Less Claims Incurred by Us of $327.90; Subtracted from original payment of $2249.96 Totals a Refund of $1319.67.
  
  The consumer will be refunded $1319.67 via check. The consumer will be notified via email as soon as their refund check is mailed out.

  Customer Answer

  Date: 09/02/2022

  
  Complaint: 17591367
  
  I am rejecting this response because:
  I spoke with the Manager *** after my last response and was told to speak directly to him when I needed to use my warranty and offered a free claim next time i needed one

   

  That was a satisfactory resolution
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/19/2022

  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.

  Water heater stopped working. Select did not have a plumber so they authorized me to call my own my son came a tried changing heating element and thermostats. Didnt work. Plumbers came out. The electrical wires had degraded and were shorting out. I have pictures. Select would not cover because they said it was due to a leak the heater did not have a leak. They had us get a report from the plumber stating it was electrical issue. We paid **** for a new water heater to be installed fully expecting to be reimbursed by select home warranty. They continue to deny our claim saying it was due to a leak but there was not a leak it was wiring. There was no leak. The company is asking advantage of a elderly disabled couple

  Business Response

  Date: 07/26/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their denial for a leak when the technician stated it wasnt leaking. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length as well as section 8.3 of their warranty agreement. The consumer was informed that their claim is approved for $185 towards the cost of replaced. The consumer was informed that once they submit the accepted form we may proceed with having their reimbursement check processed.

• Initial Complaint

  Date:07/19/2022

  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.

  11/13/21 - 12/23/21 -12/24/21 - needed work on central heat pump system / failed to diagnose problem correctly , claims a leak in system , had tech from "home warranty", he only raised thermostat inside to use emergency and auxillary heat which raised my electric 3 times higher , called *********** put hold on $341.00 for 30 days while they investigate my usage per meter check for those 30 days , i instead called an established local heating & cooling *** which diagnosed compressor in outside unit burnt out & price wise better to change whole unit./ i don't expect them to reimburse for new unit but for trip charges,freon ,extra electricity & cost of policy for 2 years= $1761.00 policy # *********

  Business Response

  Date: 07/26/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that the technician told them it was freon and they paid and they still had issued. The consumer said that they were told after that it was the compressor. The claims manager reviewed the consumers account. The consumer was instructed to submit the diagnosis for review as well as three years maintenance records to see what they can do for them. The consumer accepted.

  Customer Answer

  Date: 07/26/2022

  
  Complaint: 17583342
  
  I am rejecting this response because:
  they have not offered me anything . won't even agree with my complaint/ their tech. diagnosed a leak in system,he said he installed freon/my next **** was 3 times normal/ called other *** ,diagnosed defective compressor in outside unit/ paid $4580.00 for new one / next ***************** also sent chart of my power usage which was just about normal along with the cost. their tech. raised thermos.inside unit to emergency heat which raised the price. $ 75 for 2 service trips,$300 for freon,$413 for extra electricity, #*** for last year policy which they failed on another call &#*** for this year's policy.  $1761.00 is what i  want. they called me 7/24/22 told me they wanted copy of last 3 year's service calls/ i had one tune-up 2 years ago and a call for them last nov./ sent them copy of both/ now waiting for an offer.
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/04/2022

  The consumer rejected our response disagreeing with their determination.
  
  A technician was hired and dispatched to the consumers home for diagnosis. Diagnosis revealed that the unit is freezing up. 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 $150 per section 9.1.2 of their warranty agreement. The consumer was sent a reimbursement form for $150. Once accepted and resubmitted we may proceed with having their reimbursement check processed.

• Initial Complaint

  Date:07/19/2022

  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 AC isn't cooling so I called Select Home Warranty. The technician cam out and said I need a new evaporator coil. The claim was denied. I called and spoke with **** ID No, **** who indicted that she was as high ** in command I could speak with. She indicated that the evaporator coil was covered but since the Freon wasn't covered the entire claim was denied. I told her that I don't need Freon and only need the coil. She further went on the say that the Freon caused the lease in the coil and there is nothing she could do since they had already made their decision.

  Business Response

  Date: 07/26/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their claim denial stating that the coil should be 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 once the unit has a freon leak in the system their claim cannot be covered. The consumer id dont accept their claim determination.

• Initial Complaint

  Date:07/19/2022

  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 June 28th 2022, i submitted a claim to Select Home Warranty (SHW) for my upstairs AC Unit not cooling enough. They processed the claim and had a technician come out on June 30th. they found my capacitor bad and low freon. upon servicing the freon (which i paid for because SHW does not pay for Freon) they denied my claim due to the low freon. about an hour after the technicians left my entire upstairs systems shut down - no power. i called the techs back, but since it was a completely different problem i had to resubmit another claim with SHW which i promptly did on June 30th. because it was the same AC unit having issues SHW stated it would be a return call with the same tech. 2 days later after not hearing anything from SHW i called and was informed that because the initial claim was denied they could not perform a return call. i explained that this was a completely different issue and they said they would escalate it. On July 5th i called them called them back since i had not heard from them through the whole weekend. i was informed once again that they could not do a return call on the initial claim. when i explained that this was a different claim for a different problem, they explained to me that their system could recognize another claim on the same component for 30 days even if it was a new issue! i asked to speak with a manager and was informed that they were busy and would call me back in about ***** minutes. it is now July 19th and i have never received that call back. i called again on the 14th and was told the same thing about them not being able to create any new work orders for 30 days on that system. i have not had AC in my upstairs for 3 weeks now in July in *****! by far the most incompetent company i have ever worked with for a home warranty! i paid up 3 yrs for around $1500. all i want is for them to have someone come look at my system which has has an electrical issue (whish IS covered by them).

  Business Response

  Date: 07/26/2022

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their claim denied and said that their system is covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions at length. The consume was explained that there are several reasons why their claim was denied. The consumer was informed that rust, corrosion and freon leaks are not covered per section 6.3.6 and 9.1.2 of their warranty agreement. The consumer disconnected the call