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

• 

  XPD Warranty Group, Inc

  1999 Bryan St STE 900 Dallas, TX 75201

• 

  Select Home Warranty Of CA, Inc.

  222 W 6th St #400 San Pedro, CA 90731

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

• 

  Select Home Warranty

  1999 Bryan St Ste 900 Dallas, TX 75201

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:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 5 year warranty plan but after seeing all the bad reviews I decided to cancel my policy and get a refund. I was within the 30 free cancelation period so it shouldn't of been a problem. They keeped insisting I keep the policy and keeped ensuring me that they would take care of any needs that might come up after expressing my concern after seeing their reviews and that I don't trust them to cover any claims that might come to but they keeped telling me to keep the policy. After having a long conversation they finally aggred to refund me my money. After waiting a week or so and no refund I called back and they said to keep waiting. Another week passed and the sales guy keeped telling me it woul be 15 business days and I told him it had been passed that time frame so he sent it to his supervisor. The supervisor called me a few days after that last call with the sales guy but I wasn't able to answer the call but he did refund me but only partially. They made me keep a one year policy and I was never able to get a hold of someone. Today the time came to file a claim and they just found ways to denied my claim and they have a complicated policy that basically will nit cover ac units because they say they don't cover electrical problems but an ac unit is basically 85 percent electrical according to the technician there for they will basically never cover an ac unit. They are a scam and basically just take people's money and cover nothing.

  Business Response

  Date: 07/15/2025

  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. The consumer was informed that the technician reported an electrical failure which is not covered per section 9.1.2 of their warranty agreement. The consumer requested a full refund. The consumer was explained that they are not eligible for a full refund at this time and their agreement will be cancelled per section 13.2.

  Customer Answer

  Date: 07/15/2025

  [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:07/03/2025

  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.

  6/15/25: AC unit went out, generated claim, informed company that I live in the desert, temp is 113 degrees, and I have two small children under 2 at home. 6/17/25: technician dispatched, replaced a fuse and said our 18 yr old unit would not last the summer.6/29/25: AC unit goes out again, claim generated, told to wait two days for dispatch. Again reminded company of the dangerous conditions (Temp over 110, infant at home).6/30/25: company says they're having trouble with dispatch, grants permission for us to source our own repair company for evaluation only. ******************** evaluates AC unit, submits diagnosis and repair estimate.7/1/25: estimate forwarded to company at 9 am EST, receipt confirmed by call center representative, who tells me they will make a decision in 24 hrs, no longer than 48 hr.7/2/25: called company, no decision made, told to wait 1 more day.7/3/25: called company, no decision made, estimate from 2 days ago is still under review, told to wait another ***** hrs. **************** that I STILL have a 3 mo old baby and 2 yr old son, temp is still 110 degrees, that we desperately need our AC unit repaired. Was told they still need another ***** hrs, and they also can't help with hotel costs.

  Business Response

  Date: 07/11/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with the delay in their claim. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that a determination was provided as soon as the diagnosis was provided. The consumer stated that the technician dispatched was not good and they ended up securing their own technician. The consumer was explained that their technician reported an electrical failure which is not covered per section 9.1.2 of the agreement.The consumer was however offered a one time good will allowance of $275.

• Initial Complaint

  Date:07/02/2025

  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.

  **Beware of Scam: Do Not Purchase Select Home Warranty!**They entice you with a low annual cost and an appealing range of coverage, but be cautious of the additional $75 service fee for every service call, including follow-up visits for the same repair. What they do not disclose is that there is a clause and loophole preventing full coverage; each item has specific conditions for coverage. Initially, they provide you with a document claiming to cover everything, but later you receive a page with fine print listing exclusions and reasons for non-coverage, which are not shared upfront.Additionally, their customer service representatives are contracted from the ***********, and many lack a basic understanding of North American geography. The language barrier can result in misunderstandings, leading to inaccurate documentation of your claimsor none at all. When you attempt to schedule a service appointment, they may confirm a time and location in different states, giving the impression that they are searching for technicians, yet none will show up at your home. This frustrating process can drag on for weeks until you feel compelled to threaten them with contract cancellation and reports to the Better Business Bureau, Consumer Affairs, or legal action. Only then might they manage to find a nearby technician, who could reschedule and later demand cash payment upon arrival.If you seek a refund for their breach of contract and services not rendered, they will charge you a cancellation fee along with a service call fee. Additionally, there is a four-week turnaround before mailing your check, which can take up to eight weeks to receive, if you receive it at allclaiming that someone was dispatched from **********, *******, to service your AC in **********. This company is a massive scam. I strongly advise everyone to stay away from this gimmick.

  Business Response

  Date: 07/10/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination and requested termination of service. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions as well as how the agreement works. The consumer was informed that they reported their issue before coverage began which is why it was not covered. The consumer was informed that in order to obtain coverage for that unit going forward proof of repairs must be submitted. The consumer requested termination of service.The consumer was informed that their agreement will be cancelled per section 13.2.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First and foremost I was lied to by the salesman **** **** when I signed up for Select Home Warranty. He told me that with my platinum care plan that everything is 100% covered up to $11,000 annually so the only way I would owe anything is if I had multiple big ticket items break down in the same year. I have quickly learned that was a lie and incorrect when I submitted a dryer claim and an ** unit claim very recently. The company said they would only reimburse $200 for the dryer and $0 for the ** unit. I told them that I wanted to cancel my policy and just wanted to receive my prorated refund of my $2,365 as it states in the cancellation policy. I paid in full for 5 years of coverage at the price of $2,365.They then stated in order to keep me as a customer and so I had a good experience with the company that they would make sure they fully reimbursed my newest claim about my broken refrigerator. I was given the extension of 0426 to contact them after I receive the reimbursement amount.Well I received the reimbursement amount and it is $350 and that is definitely no where close to the full amount needed to repair or replace the refrigerator. They did determine the repairs exceeded the value of the unit so I should purchase a new refrigerator unit. I have tried contacting the 0426 extension that I was given multiple times and have left multiple voicemails. They dont answer my calls and they dont return my messages. I called and asked general customer service to message them to call me back and they stated that they did but I have still received no contact.They appear to be purposely ignoring me and trying not to honor what they promised. My experience with them has been so awful that this isnt surprising me. However, I do expect them to honor my refrigerator claim and them to reimburse much more than $350.

  Business Response

  Date: 07/09/2025

  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 as well as reviewed their claims. The consumer was informed that their clothes dryer claim is approved for $200 towards the cost of replacement per section 8.3 and their refrigerator claim is approved for their full policy allowance of $500. The consumer was however informed that their A/C system claim is denied per section 6.3.6 of the agreement as freon related issues are not covered.

  Customer Answer

  Date: 07/09/2025

  [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 ********.
  

  They increased the refrigerator reimbursement from $350 to the full $500 that was originally promised. I have not received the $200 check for the dryer or the $500 check for the refrigerator yet though which is very concerning. So if those arent received then a status change to rejected would need to be made or a new complaint filed. Honestly, its very concerning that it took a complaint to get what was right versus their customer service solving the issue. 
  
  Regards,
  
  *********** ******

• Initial Complaint

  Date:07/01/2025

  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 claim with select home warranty on June 22, 2025. Regarding my refrigerator and freezer not cooling.. a technician came out on Wednesday June 25, 2025 at 3:30 PM. The technician diagnosed the refrigerator said that there was a leak of Freon somewhere within the refrigerator and that the repair would be expensive to try to find the Freon leak.Two days passed by. I did not hear from select home warranty. I called them to find out the status of the report and they stated that the technician never called them to report the diagnosis of the refrigerator.. they sent a message for the report four days later I got diagnosis and they said they were not able to repair the refrigerator due to a system issue.. select HOME #Warranty deceived customers. They tell them that their appliances are covered. They dont say specifically of the specifics of certain things not being covered. They tell customers everything related to appliances are covered under the warranty.I wanted to cancel with them and they told me the payment that I made three days ago would cancel the policy and it would not be an effect even though I prepaid my money to July 29. They would also charge me a $50 cancellation fee.. since they were deceitful and providing correct information related to my product for the second time that I placed a claim with them I wanted to cancel. They did not inform me that I couldnt cancel due to anniversary date in November that why the $50 was being charged. They tired to make a deal in for me not to cancel.. They dont completely inform consumers about their policies. They try to deceive customers by offering deals to stay with them and not disclosing all of the information for cancellation. Select Home Warranty is ripping off customers.

  Business Response

  Date: 07/10/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination and delay with receipt of diagnosis. The consumer stated that they had already replaced the unit. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that their claim was approved for their full policy allowance of $500 per section 10.1.

• Initial Complaint

  Date:07/01/2025

  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.

  Mechanic deemed that compressor needed to be replaced select home is refusing that

  Business Response

  Date: 07/08/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination and requested a full refund. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that they can approve their claim for a cash in lieu as their unit is 21 years old. The consumer did not accept and requested termination. The consume was informed that their agreement will be cancelled per section 13.2.

• Initial Complaint

  Date:06/30/2025

  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 filed my claim with select home warranty on June 6, 2025 about my garage door. Since that day was no resolution to the issue. I keep getting emails telling me they are unable to contact a contractor in their network. I have since getting in contact with T and T garage doors he got notified by the warranty company and have been in contact with them more than twice explaining to them he needs a work order so he can get it fixed. Since that day on daily basis between myself and the contractor have been in contact. As of this morning The contractor and owner of the business named **** call select home warranty and told them he needs the work order he got hung up on. Thenumber for the contractor is as follow ************ ( owner ****) he can verify my statement T&T Garage Doors ( owners name is ****)Phone # ************ My resolution would be for Select home warranty to send him the work order and get the job done. Not interested of hiring my own contractor and then seek reimbursement. Any further questions please contact me at **********. Thank you for your help in this matter.

  Business Response

  Date: 07/08/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with the delay in their claim. The claims manager reviewed the consumers account. The consumer was informed that they will make sure that does not happen again. The consumer was informed that a technician has been assigned and an appointment has been scheduled.

• Initial Complaint

  Date:06/30/2025

  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 March 26, I called to learn more about select home warranty. The gentleman was very kind and said that they were the number one rated in the Warranty business. I live in an old house, but I have always had a home warranty and my current one was not meeting my needs. He gave me a price of $40 a month with a $70 fee per claim.On May 27, I called to make a claim about my dishwasher. I was told in the beginning that it needed to be a 30 day wait period so I was well within that weight. Period. Or so it seemed. I was asked by a person who could not speak or understand English very well what was wrong with my dishwasher which I found odd because I had no idea what was wrong with it as it just stopped cleaning. She asked how long ago and I said maybe a day or so. I wasnt sure it just seemed like it had quit cleaning very well. I didnt think anything of it. They sent someone out in about four days to look at it. I paid them $70 and then I was told after four more days that they denied my claim because it was a pre-existing condition. After much discussion and five hours of phone conversations, I asked if I could cancel since it was a month two month agreement. I was told I could cancel in one year from the date I started, but if I wanted to cancel, it was a $75 payment. I didnt understand this because I was never entered into an agreement, but I was told to keep checking my contract. It was as if they were deliberately misleading me at every turn. So I didnt complain anymore as I was too exhausted. They said that they would give me a discounted rate of $34 per month and a $70 fee credit for the next claim. So last week on Saturday, I made a claim. They said they would credit me so I didnt need to pay the $70 over the phone. Its a good thing I didnt pay because Im still waiting for a phone call to fix my air conditioner. I have an 80-year-old mother living with me. I cant live like this. This company is a scam!!!

  Business Response

  Date: 07/09/2025

  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 5100 or via email at ******************************** to discuss their claim concerns.

• Initial Complaint

  Date:06/30/2025

  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 6/30/2025 I cancelled my policy with this company after having paid them for two years. I bought the policy to prepare for an ac unit that was aged. They sent their tech out last year to fix it and didnt mention anything about the potential to not cover the unit. This year it went out again and they sent an agent out and then said they wont honor the contract due to it being a Freon issue. Never do business with this organization.

  Business Response

  Date: 07/08/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination and requested termination of service. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that freon leaks are not covered per section 6.3.6 of their warranty agreement. The consumer was informed that their agreement will be cancelled per section 13.2.

• Initial Complaint

  Date:06/27/2025

  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.

  This company states on their website that they have a 3 step process to file a claim. I make the claim, they call and set up the repair appointment, then I pay the co-pay when the repair person comes out. The have refused to set up the appointment to have the repair evaluated on multiple occasions. I gave them a phone number to call since they said they could find no one, and they did not call. They told me to set it up myself. This is not how it was supposed to work, and I said no. I am asking for a full refund of the money I paid for the service they did not provide. They want to pro-rate it and bill me to cancel. I feel they are in breach of the contract not me.

  Business Response

  Date: 07/03/2025

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with the delay in their claim. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that they have up to a $500 allowance per section 10.1 that they may use towards the repair or replacement. The consumer was instructed to submit an invoice for reimbursement.