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 5 locations, listed below.

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  Select Home Warranty LLC

  1000 Wyckoff Ave Fl 3 Mahwah, NJ 07430-3164

• 

  Select Home Warranty

  1999 Bryan St Ste 900 Dallas, TX 75201

• 

  Select Home Warranty Of CA, Inc.

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

• 

  XPD Warranty Group, Inc

  1999 Bryan St STE 900 Dallas, TX 75201

• 

  Polar Express

  704 Caribou Ridge Trl Pflugerville, TX 78660

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:01/25/2023

  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.

  1/15/2023 at 9:20am a claim was placed with Select Home Warranty regarding our water heater not working. Claim #******** was given same day and time. Technician was sent out to my home on 1/18/23 and a diagnostic was made. I (home owner) paid by check the $75.00 service fee to the technician same day. The check was made out to ***************************. ************ owner ** stated the diagnostic was sent into Home Select claims **** for review on 1/18/23. Home Select stated they did not receive diagnostic and asked for me (home owner) on 1/21/23 @ 6:14pm to email their claims **** pictures of the water heater unit, serial # and model. No reason was given as to why the request for pictures. 1/22/23 @ 2:53pm an email was sent by Home Select claims **** stating we are in receipt of the pictures you submitted. Please allow 24 to 48hr to review. An email with your resolution will be sent within this timeframe. Another call was placed in by me (home owner) on 1/24/23 asking for a resolution and Home Select stated they needed more time to review our claim. 1/25/23 I (home owner) called for an update and was told by a Home Select claims manager that the 24 to 48hr review period started on 1/24/23. When asked why the review start date changed the Home Select claims manager stated the information needed for review was just received on 1/24/23. 1/25/23 another call was placed by me (home owner) asking for a resolution and urgent need for service to be completed on my water heater. Home Select Warranty stated that they have moved our claim into escalation and was given a policy #*******. No resolution had been made still.**All email communications have been saved and can be provided to BBB if needed.

  Business Response

  Date: 01/31/2023

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their delay in their claim. The consumer stated first we did not get the diagnosis and when we did they were told they will get a determination in 2 days and then another technician needs to go out. The consumer was upset that they were finally told that they are approved for $200. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that per section **** they have up to $500 allowance. The consumer was instructed to submit an invoice for reimbursement.

• Initial Complaint

  Date:01/25/2023

  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.

  On January 14th a submitted a claim to Select Home warranty for a problem we were having with our heat pump downstairs. On January 15th a called in again to submit a second claim for our other heat pump upstairs that was no longer heating properly not getting the space above 65 degrees and had it added to the first since a tech was already coming. On January 16th a tech came to diagnose which I had to schedule myself. The downstairs unit has a bad compressor fan motor and defroster board, upstairs unit has a bad control board causing it to not run heat cycle correctly. On 1-19 they emailed to inform me that the 2nd floor issue was not covered due to need of optional coverage. surprise, the policy they sold me for a 5000sqft dwelling only covers the "primary" unit. I have a split system, both are primary for the main dwelling, as the space cannot be heated with only one. There was no mention of this option coverage for the second unit when I signed up, and I did sign up for option roof and septic coverage. I spoke with 2 different "supervisors", and none willing to work with me at all to make it right. They pretend to "review", but this is all for show, the answer is always no. Next on 1-19, they asked for 3 years of maintenance records and pictures to cover the issues for the downstairs unit which are listed in the contract as covered. This unit has never needed repair and has been maintained, but I don't have these records. Pictures were sent as requested on 1-19. on 1-20 I called in to follow-up to which they had to locate the email and "escalate" it for review. On 1-23 they denied repair due to lack of maintenance records citing section 9.1.2. Issues I have would not have been prevented by the annual maintenance anyway. They offered $150 reimbursement after I submit invoices from repair. I have filed 3 claims so far, and all have been denied by this company! Select Home Warranty is a fraud. They collect your money, and deny all claims.

  Business Response

  Date: 01/31/2023

  A claims manager reached out to the consumer regarding the
  complaint filed through the BBB. The consumer was upset with the claim denial
  and delays. The claims manager informed the consumer that they have been
  assigned to their account to assist them. The consumer was upset about their
  water heater claim. The consumer was informed that they are approved for $225
  reimbursement towards that claim. The consumer accepted. The consumer was also
  upset about their $150 approval on their heating claim and denied on 2nd heating system. The consumer was explained our terms and conditions. The
  consumer was explained that they did not purchase additional coverage for any
  additional units and therefore cannot be covered for tehri second heating
  system. The consumer was informed that they can add the coverage at the time of
  renewal in April. The consumer stated that they will think about it.

  Business Response

  Date: 02/20/2023

  The consumer rejected our response stating that they did not
  receive their $225 reimbursement on their water heater claim.
  
  The consumer has been sent a reimbursement form for $225 for
  their water heater claim. Once accepted and resubmitted we may proceed with the
  reimbursement check processed.
  
  The consumer was sent a reimbursing form for $150 for their heating
  system claim which was accepted and resubmitted. The consumer will be reimbursed
  $150 via check. The consumer will be notified via email as soon as their reimbursement
  check is mailed out.,

  Customer Answer

  Date: 02/21/2023

  [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. The acceptance is with the assumption the above mentioned reimbursements are received.  These reimbursements don’t make up for the hassle I was out through in these claims that resulted in me having to oay out of pocket for these repairs.
  
  
  
  Regards,
  
  
  **** *********

• Initial Complaint

  Date:01/25/2023

  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.

  Make sure you read your policy for Roof Leakage before purchasing the policy with Select Home Warranty. Recently due to the rain that we had in ********** we got a leakage in our TV room, called the *** and talked to the representative and explained the issue to her, she assured me that our policy covers for the Roof Leakage and she started the process of opening the claim. Next day I received a call from ************** to come and inspect the ***** the technician came and did inspect the roof, and then he did submit the report with the leakage to be fixed. Four days later I received an email from *** that they denied my claim. I called back immediately and talked to a representative and asked her that I need explanation why they denied the claim when I do have a coverage for ROOF LEAKAGE, she kept repeating the same think over and over like a ROBOT. I finally asked her to transfer me to the supervisor but as usual the supervisors are not available at the time.

  Business Response

  Date: 01/31/2023

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their claim denial when coverage says basic patchwork. The claims manager informed the consumer that they have been assigned to their account to assist them. The consumer was informed that their claim is approved for $400. The consumer was informed that once the invoice is received we may proceed with the reimbursement process.

  Customer Answer

  Date: 02/13/2023

  
  Complaint: 18893787
  
  I am rejecting this response because:
  
  
  

  Thank you. I have contacted the select one warranty company and they agree to pay $400 for repairs.

  
  

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

  Business Response

  Date: 02/17/2023

  The consumer rejected our response and stated that they were informed that their claim is approved for $400.
  
  The consumer was sent a reimbursement form for $400 which was accepted and resubmitted. The consumer will be reimbursed $400 via check.The consumer will be notified via email as soon as their check is mailed out.

  Customer Answer

  Date: 02/17/2023

  [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:01/24/2023

  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 submitted a claim to the Select Home Warranty. The company sent to my house seemed expensive so I decided to get another opinion and quote for fix and repair. Both prices were cheaper than the fix and repair quotes given by the contracted company. As I have been dealing with Select Home Warranty, it is impossible to speak with a supervisor or manager to escalate issues. I spoke with 3 different representatives, all giving different informations. The most recent interaction was confirming the information I received from representative 1 that I could use my company I found, submit a reimbursement claim and get the coverage of $150 reimbursed. Because I had negative experiences throughout this issue, I called and spoke to representative 3 to get a confirmation if I would get reimbursed for using my company I found. He stated that it was not approved, and only the contracted company repair would be covered. Select Home is forcing me to use the expensive contracted company in order to use my home warranty. With all my negative experiences, I looked for reviews online and it seems there are many negative reviews with service. I believe this company is providing false marketing and misinforming customers as well as not providing the best cost effective companies to help repair. Also when I try to complain or receive an email response, the same response always is given; "Please call customer service and push option 5." It is ridiculous that I can not get the service that was marketed and sold to me as a home warranty. Please help. Thank you.

  Business Response

  Date: 01/31/2023

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with the delays in their claim. The consumer stating that they do not want to go with ************** and that they found one who is charging them less. The claims manager reviewed the consumers account. The consumer was informed that as long as ************** did not do any repairs we may revoke their approval and they can be reimbursed once they submit invoice of repairs. The consumer accepted.

  Customer Answer

  Date: 02/06/2023

  
  Complaint: 18893578
  
  I am rejecting this response because:
  
  After multiple attempts, about 6 representatives that I documented talking to and multiple emails that were only replied by Please call customer service for all emails submitted, only when BBB reached out to Select Home, did a manager finally get back to me. I was frustrated because I was unable to reach anyone who could help in my situation. A lack of customer service.  Now that a manager has followed up, my approval was documented and confirmed. I would like to continue this complaint until my issue is resolved and I am fully reimbursed. I read reviews that customers have never received their reimbursements. Thank you!
  
  
  Regards,
  
  ***

  Business Response

  Date: 02/13/2023

  The consumer rejected our response stating that they want to be full reimbursed.
  
  When the consumer last spoke with the claims manager they were informed that they will confirm if the repairs were made and if not they would be approved for their allowance of $150 per section 10.1.
  
  The technician was contacted and it was confirmed that the repairs were not made. The consumer was approved for their $150 allowance per section 10.1.
  
  The consumer has been sent a reimbursement form for $150 which was accepted and resubmitted. The consumer will be reimbursed $150 via check. The consumer will be notified via email as soon as their reimbursement check is mailed out.

  Customer Answer

  Date: 02/17/2023

  
  Complaint: 18893578
  
  I am rejecting this response because:

   

  
  
  As the consumer, I originally complained because of the lack of customer service and the difficulty getting any response from the company, in addition to contradicting information given by representatives. I have followed all protocol and policy to request for and to get authorization for the $150 reimbursement. I have accepted the reimbursement and I am pending the check. 10 days to complete the BBB is difficult because I am waiting for the reimbursement check. Once I receive the check, I will update the BBB complaint. 

• Initial Complaint

  Date:01/24/2023

  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 hired Select on October 22, 2021. In the fall of 2021 I filed two claims; one was denied and the other was approved for a $150 reimbursement. The first claim was for my refrigerator ice-maker and was denied within two weeks, because I had failed to choose and pay for the Optional Coverage Rider. Yet I had specially asked about the ice maker when I purchased the warranty and this had not been explained to me. The second claim, for my furnace, was approved for diagnosis from a local HVAC technician. It took me almost two weeks of calling Select for them to finally send a technician. It took almost another two weeks to have my furnace repaired. It then took almost a month for them to notify me that they approved the $150 reimbursement and then almost another month to notify me that they issued the check. One month after this, I notified them that I had not received the check, so I was told that a replacement check would be sent out within seven days. This was 15 days ago.I have spoken to several people within their sales department. They were all native speakers, well-spoken and persuasive. Select's outgoing phone message is likewise concise and polite. Their claims department, however, is staffed by employees who do not speak English well. I believe they are Indian or *********. They are often difficult to understand and make promises on behalf of Select which Select does not honor.Select's warranty states that the owner of the properties under warranty must pay for their yearly maintenance. This 1) effectively makes the warranty unnecessary and 2) allows Select to deny all claims. What they do not deny, they delay as long as they can.I seek an admission of culpability and reimbursement for the monthly fees I've paid, or half of the price of the furnace repair, which was $950. For them to train their staff and not exploit them. And for them to never again do this to another customer. If they do not comply, I will file with Magisterial District Court.

  Business Response

  Date: 02/01/2023

  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: 02/09/2023

  
  Complaint: 18893221
  
  I am rejecting this response because:
  
  
  I did call. The extension number I was given is not valid. My phone refused to connect to it. Instead I was connected with a person who spoke English very badly. On top of this, the phone connection was poor. On top of this, this person refused to connect me to ***********************. I thanked him for his answering the phone and I ended the call.

  Given this, I do not accept that Select Home Warranty wishes to act in good faith toward me .

  This was a week ago. I have been in the Adirondack Mountains since then with little Internet access. I will return home on Sunday, February 12th. 
  

  
  Regards,
  
  Mark Still

  Business Response

  Date: 02/16/2023

  The consumer rejected our response.
  
  A claims manager has made multipole attempts to reach out to the consumer. The claims manager attempted to contact the consumer on 1/30, 1/31,2/10, 2/13, 2/14, 2/15, and 2/16 to no avail. At the present time we request that the consumer contact ***** at extension **** or they may email ******************************** and have a scheduled time to speak set up. Without the consumers cooperation we will not be able to proceed.

  Customer Answer

  Date: 02/17/2023

  
  Complaint: 18893221
  
  I am rejecting this response because:
  
  

  I dont even know what this means. You say that the business rejected my response. How? Just by clicking this link? I dont reject his response, I refute it. Even though I have his business name in my phone, apparently when he calls it comes up as Spam Call. I have ever received a call from their business phone. I cannot understand why a legitimate business would use a phone number that registers as Spam.

   

  And he times I have called the business and entered the extension number he has provided for both the BBB and me, the number will NOT go through. I asked representatives twice to connect me to him and they refused. 
  

   

  The business is not acting in good faith. I do not know why you believe its representative.

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

  Business Response

  Date: 02/24/2023

  The consumer rejected our response.
  
  A claims manager did speak with the consumer and was looking for their $150 reimbursement check for their heating system claim.
  
  The consumer was originally reimbursed $150 via check #****** on 12/19/22.
  The consumer informed the claims manager that the check was not received and a new check was mailed out to the consumer on 2/22/23.
  The consumers new check number is #****** and was mailed via **** tracking # **********************.
  
  The consumer should be receiving their check shortly.

  Customer Answer

  Date: 02/24/2023

  
  Complaint: 18893221
  
  I am rejecting this response because:

   

  This is not the entirety of my complaint. Select engages in select responses to their customers. They hold customers to contracts that the customers do not sign, these contracts (I use quotation marks because an unsigned contract is merely an essay) are written so that Select has to pay the least amount possible for claims, Select employs poorly trained staff to manage claims, and they delay paying claims through a variety of methods. For example, the Select representative boasts of paying my claim. I ask you why I needed to contact him to accomplish this? I made Selects refusal to pay me way back in November part of my original complaint with the BBB. The Select representative should have taken action the moment he first read my complaint; when we spoke I told him nothing that he wouldnt have already read. Select is equivocal and devious; it is obvious to me that the company hopes to wear down the consumer with its methodology. It has not answered or resolved my complaint in any complete or ethical fashion. 
  
  
  
  Regards,
  
  **************

  Business Response

  Date: 03/06/2023

  The consumer rejected our response.
  
  A claims manager did speak with the consumer and was looking for their $150 reimbursement check for their heating system claim.
  
  The consumer was originally reimbursed $150 via check #****** on 12/19/22.
  The consumer informed the claims manager that the check was not received and a new check was mailed out to the consumer on 2/22/23.
  The consumers new check number is #****** and was mailed via **** tracking #**********************.
  
  
  All of the consumers claim determinations were made in accordance to their warranty terms and conditions. They have been serviced and reimbursed accordingly.

  Customer Answer

  Date: 03/07/2023

  
  Complaint: 18893221
  
  I am rejecting this response because:
  

  I am unsure about this process; certainly Select Home Warranty is milking this process as far it can go. I mean no disrespect to the Better Business Bureau; I am grateful that this mechanism is available to the public to address such issues. I have no doubt that if I hadn't initiated this complaint with you, I never would have received the reimbursement check.
  

  Select claims that it sent me a check in November. It did not. A representative claimed that Select also sent a check in December. It did not. Another representative claimed that Select sent a check to me in January. It did not. Why has the Select representative who wrote the company's latest response, the one *************** to, not acknowledged these? I hope that there is a record of the phone calls I made that resulted in all these promises made to me. I would not be surprised if Select erased record of these calls.
  

  Also, this is not my only complaint. Select knows this and the Better Business Bureau knows this. I suspect that at some point the BBB will tire of Select's equivocation. I hope at some point the BBB will require more of Select. A company should not lie to its clients.

  Thank you for your attention to this matter,

   

  Warm Regards,
  

  
  **************

• Initial Complaint

  Date:01/24/2023

  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 Summer, my A/C unit stopped working. Select Home Warranty couldn't find an in-network technician to service the unit, so I was told to hire one (Claim #********). The tech from Desert Sun Heating, *********************** advised me of the necessary repairs, which were $373.01, & he had the part & could do it that day. *** wanted me to wait DAYS for them to authorize the repairs with a company who does not like to work with insurance but that I was forced to hire because they couldn't fulfill their obligation to me. I had to pay out of pocket, & when I asked *** for reimbursement, they refused because I did not follow their reimbursement policy. I wasn't going to put my family's safety at risk, as it was over 90 degrees inside the house. Yesterday, one of ***'s contracted techs from ***************** came to service our water heater that was not putting out hot water but was spewing scaulding hot water from the overflow valve outside. He said the unit was 24 yrs old, it was leaking inside, rotting, moldy, & the components were so corroded that it was a safety hazard because it can explode! He was recommending a full replacement (claim #********). I received a denial email today, & when I called to inquire, *** said leaks weren't covered. They took ONE key word from a litany of issues & denied based on that. A whole unit doesn't need to be replaced solely for a leak if it was repairable! I called the tech today who said his diagnosis report did not ONLY specify there was a leak but that the components inside were defective & unrepairable. He said he will be contacting them to dispute the denial. The *** representative said we will have to pay out of pocket for a new one. *** is neglecting fulfill their obligations to me but is taking my money!

  Business Response

  Date: 01/31/2023

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about their denials and stated that it should be covered. The consumer stated that they are corroded and need to be replaced. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was explained that their water heater is leaking and not covered per section 6.2.7. The consumer was explained that their HVAC system is leaking freon as well as a valve issue both of which are not covered per section 6.3.6 and 9.1.2 of their warranty agreement.The consumer stated that they requested cancellation of serviced on the 26th.The consumer was informed that they can email the representative on the 26th at which time they can terminate their agreement.

• Initial Complaint

  Date:01/24/2023

  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.

  On January 15, 2023 I filed a claim with Select Home Warranty because my LG Clothes Dryer Died. No power to the unit at all.I did everything the people on You-Tube said to do. Nothing. I even called LG. They gave me information on re-start. Still nothing. The claim number for Select was # ********..My policy number is **********. So Select's Email tell me Thank you we'll get back to you within 24hrs. After couple days of calling and trying to find what's going on. They tells me :We have processed your claim for policy **********.
  
  After a Review of the information and diagnosis relating to your claim, we are requesting that you supply pictures of the unit in question as well as pictures of the model and serial numbers. They can be emailed to ***************************** This was on the 20th of January.
  
  I call them every day. I tell them the problem is they can't find a Technician to come to my home. I live where there is hardly any businesses to work on these items. But everyday they give me the run around. Then I get this Note from them.Dear ****** *********,
  
  We do apologize for this delay as our dispatch department is still working on your claim. Unfortunately our technicians are backed up at the moment. In an effort to expedite your claim you do have the option of Securing your own Service Provider to come and diagnose the issue.
  
  So I find them the Technian I pay the review fee my self. They send the the invoice and what the issue is. That's not good enough for them. There working on getting there own Technician. They tell me on the phone is the problem is the Dryer was manufactured in Korea and in 2018. I told them nothing in there contract sayes anything about that. I said I want it fix by tomorrow 1/25/2023 or I will be contacting my Attorney because of that stupid remark on Korea and when it was produced.

  Business Response

  Date: 01/31/2023

  A claims manager reached out to the consumer regarding the
  complaint filed through the BBB. The consumer was upset about their claim
  denial. 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 are approved for their $150 allowance. The
  consumer was instructed to submit an invoice for reimbursement.

  Customer Answer

  Date: 01/31/2023

  [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:01/24/2023

  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 2 claims under this home warranty both were denied.Initial claim was for HVAC which stopped working on a holiday in over 80 degree heat. I was unable to obtain the warranty information immediately and given the emergency contacted a reputable repair company who came out immediately. Once I received the warranty information I submitted a claim. It was denied due to lack of prior authorization. Had I contacted them they would have covered it therefore there is no reason to completely deny the claim.I submitted another claim for no cold water in kitchen faucet. They denied the claim because, although plumbing issues are covered, faucets are not, without a rider that must be purchased 30 days after the warranty is purchased. The warranty was purchased by the seller in June 2022. I was not provided any information as to the warranty at closing and it wasn't until I had claim and went back to the broker did I obtain the information. This company is a scam. They will go to all ends to deny a claim. Plumbing is covered but faucets aren't interesting.

  Business Response

  Date: 01/31/2023

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that both of their claims were denied. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that the coil for ***** A/C claim was under manufacturer warranty and we do not cover anything under manufacturer warranty. The consumer requested that we pay for the labor. The consumer was explained we do not cover any cost associated with installation of parts per section 9.1.2 of their warranty agreement. The consumer understood and asked about their plumbing claim. The consumer was informed that they have issues in one room with the faucet. The consumer stated that its a plumbing issue. The consumer was informed that we will go ahead and have a technician dispatched.The consumer was explained that if their issue is with the faucet their claim will not be covered as they do not have fixture coverage. The consumer understood.

• Initial Complaint

  Date:01/24/2023

  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.

  The warranty plan was included in the purchase of a new home. After a year, I received a call to renew the plan. During the call, they gave me the option to renew for a 5yr term which would include any roof leaks and VIP service. Order confirmation and policy would be sent after the call with the agent's contact info.None of that happened. A week later when I needed to submit a claim for a roof leak, SHW dragged out the process. The first technician collected the service fee, left, and nothing happened for weeks. After numerous call later, they sent a 2nd technician who canceled the appt because he wasn't appropriately certified. All this time, I made multiple requests for the policy but never received it.2 months later I submitted a new claim as I wasn't getting any traction from the company. The same technician was sent out. When they finally diagnose the issue, I'm told that SHW only covers a portion of the costs.When I called SHW to ask about the claim status, they mentioned my policy all of a sudden doesn't cover roof leaks despite clearly implying during the sales call that it did. When I asked to speak to a supervisor, they hung up on **** will not be renewing with them when the term ends. Unfortunately, I'll have to wait 5 years. I was told by the sales rep that I'd be able to get a prorated refund if I decided to request a refund, but I'm not sure I can trust what their sales team says.

  Business Response

  Date: 01/31/2023

  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:01/23/2023

  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.

  Submitted claim #******** on my policy #****** for an issue with heat not working on main level of our home on 1/17/23. Had to engage James W***** with SHW on 1/18/23 because rcvd email that not covered. 1/19/23 rcvd call fm SHW asking for serial/manufacturer #s. Got email fm SHW it would be up to 48 hrs before tech would be assigned. I sent another email to James & got a call fm SHW that tech had been assigned & would be dispatched by 10am 1/20/23. Cld tech and he agreed he would be out 1/20 and would call when on the way. No tech has called or come as of today. I have left 3 voicemails for tech and sent 3 emails to James Wilson since 1/20/23. No response from anyone at SHW or tech since 1/19/23 & still need our heat fixed ASAP. I have had to file numerous BBB complaints against SHW over the past 5 years and very dissatisfied with the service we have received. I can be reached via email or cell phone.

  Business Response

  Date: 01/30/2023

  A claims manager reached out to the consumer regarding the
  complaint filed through the BBB. The consumer was upset that a technician was scheduled
  for the 20th but never came. The claims manager apologized to the consumer
  for the delays. The consumer was informed that they have an appointment
  scheduled for Wednesday and if they need anything to let them know.

  Customer Answer

  Date: 01/30/2023

  [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 agree this is what I was told by James W***** (SHW escalation mgr) today. Another company *** (*****) has been assigned and will be dispatched 2/1/23 between 8a-5p. James also advised the company has pre-authorized an amount. If the repair is more than the pre-approved amount, *** tech should call James to discuss. Please leave my complaint open until this repair has been completed.
  
  
  
  Regards,
  
  
  
  ***** ******

  Customer Answer

  Date: 02/15/2023

  
  Complaint: 18883348
  
  I am rejecting this response because SHW has not provided payment of $2200 per my policy for replacement of ***************** heat pump. ***********************, SHW escalation mgr, says the tech they sent said unit low on Freon. I was standing by the tech when he advised SHW that my unit needed to be replaced because compressor, fan blower motor, and capacitor were not working cost to replace parts is more than replacing the entire heat pump unit. He did state if parts replaced, the existing unit would need Freon. Please assist with getting SHW to honor the policy which states they will pay $2000 toward replacing/repairing HVAC and $200 toward Freon. SHW wants service records, which I advised I do not have and was unable to get. Servicing of unit would not have kept parts from wearing out. This unit is 23 years old & should be covered by SHW policy. 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/22/2023

  The consumer rejected our response disagreeing with their determination as they are not receiving $2,200 for their heat pump. The consumer stated that their unit is 23 years old and covered by the agreement.
  
  ***********************/Sears was dispatched to the consumers home for diagnosis on their HVAC system. Diagnosis revealed that the condenser fan motor and compressor is bad. Unit is low on refrigerant. Recommended a unit replacement as the repairs are too expensive. The consumers claim was denied per section 6.3.6 of their warranty agreement as freon, any freon leaks as well as possible damage due to a freon leak is not covered per their warranty terms and conditions.
  
  6.3.6. Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components:(i) ********************* (ii) compressors; (iii) condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (x) cut in switches (xi) transformers (xii) Start Assist (xiii)defrost boards (xiv) Blower motors. Excluded: window, wall, portable air conditioning units.This Agreement does not cover (i)Freon; (ii) geothermal systems;(iii) air filtration systems; (iv) humidifiers; (v) condensation leaks; (vi) mismatched systems;(vii) freon leaks;(viii)damage caused by freon leak.
  
  At the present time the consumers claim remains denied per section 6.3.6 of their warranty agreement as the consumers unit has freon relates issues which is not covered per their terms and conditions.

  Customer Answer

  Date: 02/22/2023

  
  Complaint: 18883348
  
  I am rejecting this response because the issue with our heat pump unit is not due to a ***** leak. 
  Per the A&E ***** tech, the entire unit is worn out due to age of the unit, which is 23 years old. Per our policy, item 6.3.3, all items that the tech advised us that are not working are covered. The allowance of $2000 for repair/replacement of HVAC is in item ****. ***** limited to $200 also listed in item ****, as an optional service if chosen, which we do not show as an option chosen. SHW should pay us $2000 for replacement of our worn out heat pump. We bought this house 7 years ago & we believed getting a home warranty was the thing to do. Weve had this policy since 11/13/2017 & purchased in good faith SHW would stand behind their policy we purchased. We are extremely dissatisfied with their responses to this and previous issues weve opened claims on over the past 5 years.
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/01/2023

  The consumer rejected our response stating that their issue is not due to the freon leak. The consumer did not accept their claim determination.
  
  ***********************/Sears was dispatched to the consumers home for diagnosis on their HVAC system. Diagnosis revealed that the condenser fan motor and compressor is bad. Unit is low on refrigerant.Recommended a unit replacement as the repairs are too expensive. The consumers claim was denied per section 6.3.6 of their warranty agreement as freon, any freon leaks as well as possible damage due to a freon leak is not covered per their warranty terms and conditions.
  
  Since the resulting issue on the unit was a freon leak the consumers claim is denied in its entirety.
  
  6.3.6. Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components: (i) ********************* (ii) compressors; (iii)condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (x) cut in switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors. Excluded:window, wall, portable air conditioning units. This Agreement does not cover (i)Freon; (ii) geothermal systems;(iii) air filtration systems; (iv)humidifiers; (v) condensation leaks; (vi) mismatched systems;(vii) freon leaks;(viii)damage caused by freon leak.
  
  At the present time the consumers claim remains denied per section 6.3.6 of their warranty agreement as the consumers unit has freon relates issues which is not covered per their terms and conditions. Once a freon leak is present the claim is denied in its entirety. The consumer at this time is not eligible for any approvals or reimbursements at this time.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 03/03/2023

  
  Complaint: 18883348
  
  I am rejecting this response because our HVAC issue was not caused by low/no Freon. Our HVAC was worn out due to age of system. I have pics of the old system once removed on 2/29/2023 when we replaced with a new ******* heat pump. SHW is refusing to pay $2000 for system replacement, which is covered by our policy. They keep stating issue was due to Freon, which is not the issue. I am not able to upload pics to my reply due to size of pics. I will be glad to send via email, if requested. We will seek other measures to resolve this issue of SHW not paying $2000 per our policy.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/09/2023

  The consumer rejected our response disagreeing with their determination and stated that their issue was not caused by low freon.
  
  Per section 6.3.6 of the agreement it specifically states that if there is any freon related issues such as freon, freon leaks and any damage that *** result from the leak it excludes coverage on the entire unit.Per the below diagnosis the technician stated that the unit is low on freon.
  
  ***********************/Sears was dispatched to the consumers home for diagnosis on their HVAC system. Diagnosis revealed that the condenser fan motor and compressor is bad. Unit is low on refrigerant.Recommended a unit replacement as the repairs are too expensive. The consumers claim was denied per section 6.3.6 of their warranty agreement as freon, any freon leaks as well as possible damage due to a freon leak is not covered per their warranty terms and conditions.
  
  Since the resulting issue on the unit was a freon leak the consumers claim is denied in its entirety.
  
  6.3.6. Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components: (i) ********************* (ii) compressors; (iii) condensers;and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (x) cut in switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors. Excluded: window, wall,portable air conditioning units. This Agreement does not cover (i)Freon; (ii)geothermal systems;(iii) air filtration systems; (iv) humidifiers; (v)condensation leaks; (vi) mismatched systems;(vii) freon leaks;(viii)damage caused by freon leak.
  
  At the present time the consumers claim remains denied per section 6.3.6 of their warranty agreement as the consumers unit has freon relates issues which is not covered per their terms and conditions. Once a freon leak is present the claim is denied in its entirety. The consumer at this time is not eligible for any approvals or reimbursements at this time.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.

  Customer Answer

  Date: 03/21/2023

  
  Complaint: 18883348
  
  I am rejecting this response because as previously stated the issue with our unit was not due to Freon leak. I searched BBB site for other customer complaints & found over **** complaints against Select Home Warranty. They find ways to avoid paying for repairs/replacement of covered appliances. They take days/weeks to get repair companies on site and then, the consumer has to jump through hoops to prove what is the truth. Im very displeased with their response and not going to accept their response as it was not the cause of our heat pump being worn out and not heating. Ive tried to add pics to my last 2 responses and photos are too large to send with this response. I will be glad to send via email, if requested.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/28/2023

  The consumer rejected our response stating that their issue was not due to a freak leak.
  
  Per section 6.3.6 of the agreement it specifically states that if there is any freon related issues such as freon, freon leaks and any damage that *** result from the leak it excludes coverage on the entire unit.Per the below diagnosis the technician stated that the unit is low on freon.
  
  The moment a freon leak was present the consumers claim was denied in its entirety.
  
  ***************************** was dispatched to the consumers home for diagnosis on their HVAC system. Diagnosis revealed that the condenser fan motor and compressor is bad. Unit is low on refrigerant. Recommended a unit replacement as the repairs are too expensive. The consumers claim was denied per section 6.3.6 of their warranty agreement as freon, any freon leaks as well as possible damage due to a freon leak is not covered per their warranty terms and conditions.
  
  Since the resulting issue on the unit was a freon leak the consumers claim is denied in its entirety.
  
  6.3.6. Air Conditioning (Central). This Agreement covers the primary floor air conditioning unit of the covered home. This Agreement covers the following air conditioning components: (i) ********************* (ii) compressors; (iii)condensers; and (iv)thermostats (v)Capacitors (vi)relays (vii)Contactors (viii)pressure switch (ix)thermistor (x) cut in switches (xi) transformers (xii) Start Assist (xiii) defrost boards (xiv) Blower motors. Excluded:window, wall, portable air conditioning units. This Agreement does not cover (i)Freon; (ii) geothermal systems;(iii) air filtration systems; (iv)humidifiers; (v) condensation leaks; (vi) mismatched systems;(vii) freon leaks;(viii)damage caused by freon leak.
  
  At the present time the consumers claim remains denied per section 6.3.6 of their warranty agreement as the consumers unit has freon relates issues which is not covered per their terms and conditions. Once a freon leak is present the claim is denied in its entirety. The consumer at this time is not eligible for any approvals or reimbursements at this time.
  
  We have followed the terms of the agreement and provided the consumer with a determination in accordance to those terms. They have been serviced accordingly.