ComplaintsforSelect Home Warranty LLC
Home Warranty Plans
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a home warranty policy with Select Home Warranty (SHW) and I submitted a claim on 7/20/2024 that SHW has denied. My dishwasher stopped working in May 2024 and I submitted a claim which after several weeks SHW repaired through use of a service technician who came to our house, diagnosed the problem (a faulty power module) and once the required part was mailed to us, came back and installed the part fixing the problem. Five weeks later, on FRI 7/19/24 the dishwasher again stopped working. I submitted a claim on SAT 7/20/2024 and once again, SHW sent the same technician out to diagnose the problem. The service technician said we had a faulty control module and that he didn't think they even made our model anymore and told me he would write up his report to SHW recommending replacement of the dishwasher. SHW then told me that they were denying my claim because our dishwasher failure was caused by Hurrican Beryl and was therefore not covered under our warranty. I told SHW that Hurricane Beryl hit our house on MON 7/8/2024 and had nothing to do with our dishwasher that failed 11-days later. The SHW CSR then told me they were denying my claim because the failure was not due to "normal wear and tear". I told them that the dishwasher had worked just fine for the week before it failed and simply stopped working on FRI 7/19/2024 and that would be the definition of failure due to "normal wear and tear". The SHW CSR assured me she would contact the service technician and have him rewrite his report to say the dishwasher failure was caused by "normal wear and tear". I currently only have an email stating my claim has been denied and SHW has not contacted me in the last 9 days. I have subsequently had to purchase a new dishwasher and am looking for reimbursement for a legitimate claim from SHW. My SHW Contract Number is ********* for a house we own located at ***** **** ***** *** ******** ** ****7 and the claim that was denied is Claim Number *********Business response
08/12/2024
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 consumer’s account. The consumer was explained our terms and conditions. The consumer was informed that their claim is approved for their full policy allowance of $500 per section 10.1. The consumer was instructed to submit an invoice for reimbursement.Customer response
08/12/2024
[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 as long as Select Home Warranty ACTUALLY REIMBURSES ME the $500 amount as discussed in the company's contact with me and the BBB.
Regards,
**** *******Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On or about July 18 I submitted a claim for a toilet backup they told me a couple of days and they never showed or heard from, I called today to cancel and theyre avoiding me and wont cancel. I just want to cancel my warranty I tried calling them back but now I cant get anyone. Policy #*********Business response
08/07/2024
A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer requested termination of service as a technician was not dispatched for their claim. The claims manager reviewed the consumers account. The consumer was informed that their agreement will be terminated as requested.Customer response
08/08/2024
[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
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was sold a select home warranty. I was told this would cover the cost of future repairs. I have a GE Cafe refrigerator that retails for almost $4000. It is about 5 years old. I was told by Select Home Warranty that it is not worth fixing and that the deprecated value is $300. Based on all online deprecated value calculators that I could find the deprecated value should be around $2300, this is using a standard 6.5% deprecation which is standard for a refrigerator. When I called them to ask about how this was calculated they refused to tell me. I asked them what starting value was used, and they wouldn't tell me; when I asked what the rate of depreciation is, they wouldn't tell me. When I asked if I could ask for a review, they said it won't change anything. There is no way that the depreciated value of a $4000 unit after 5 years is $300. I would like either have them pay for fixing the unit or refund me the money that I paid for the warranty.Business response
08/06/2024
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 they will have GE dispatched to their home for the refrigerator claim.Customer response
08/07/2024
[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 claims manager listened to my concerns and was able to making corrections to fix the situation. I appreciate that.
Regards,
*****************Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They are supposed help cover repairs on units that are covered by our policy with them, minus a deductibleBusiness response
08/05/2024
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 without the requested records the maximum allowance is $150 per section 9.1.2 of the agreement.Customer response
08/07/2024
Complaint: 22062026
I am rejecting this response because:
Regards,
*******************************Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Filed a claim with select home warranty for garage door motor that went out. They sent contractor who stated the garage door motor was out and rails bent. Claim came back denied. We told technician that the rails are fine and it is just motor which is covered by premium home warranty. Technician states he tried to talk with select home warranty who wouldn’t listen. He couldn’t get them to understand. In the meantime I had been callling telling them what the problem was and that I am leaving town and needed my garage door to be fixed so I could get out. I couldn’t wait any longer and went to buy my own garage door opener motor and paid for a garage door company to put in. I sent receipts showing my purchase for motor only and labor. I was told by associate at select home warranty in another country to send receipt so appeals could look them over. I also added information showing that garage door opener motor and labor are covered. Of course no response from select home warranty. Trying to get manager to call back to no avail. This company refused my claim in error. They should be paying for garage door opener motor and labor. There were no rails replaced. They have my letter and receipts on file at select home warranty.Customer response
08/02/2024
Hello, Select Home Warranty manager has contacted me and the issue has been resolved.
Initial Complaint
07/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Opened a case with SHW to fix my dishwasher. Technician arrived on 07/11/2024 to provide diagnostics and forwarded his report to SHW stating that 2 parts need to be replaced. They approved the parts but stated that they will not cover labor for parts replacement as it is "installation" which is excluded from their contract obligations. From their interpretation it obviously means that they do not cover any labor related to fixing appliances because normally it involves parts replacement.Business response
08/02/2024
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 informed that they were assigned to their account to assist them. The consumer was informed that their claim has been approved for repairs.Initial Complaint
07/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Every time I have an appliance to repair, I have to call them multiple times to get it repaired. When you call, no one can seem to do their job. It takes several calls, several emails, and a complaints to the BBB.org before they even began the process. They are not a warranty company, they are an ignore/deny/avoid company that would rather replace appliances with a partial reimbursement rather than repair the product.Customer response
07/29/2024
This time my washing machine broke. It took two weeks before a repairman was called. At first, they wanted me to hire a repairman and pay out of pocket with the expectation that they will reimburse me like two months later.
Then a repairman came out, diagnosed the problem. He even told me its an easy fix but we will have to wait on them to approve it, and get him the part. If they allow him to get the parts, it would be a few days but they prefer to order their own parts which apparently takes a month or more.
I Received two phone calls this morning from Select at 7:30am!! No message left and my ringer is not turned on at that time.
Business response
08/05/2024
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 their claim has been approved. The consumer was instructed to contact the technician to schedule an appointment for the completion of repairs.Customer response
08/08/2024
[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 dishwasher is finally fixed.
Regards,
*******************Initial Complaint
07/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a home warranty on two homes, when I went to file a repair they told me my policy expired. I submitted proof of the current policy and payment. They said they would correct it when they could, but could not process a service order for my AC issue in ***** with near 100 degree weather. The answering office could not help. I requested a claim on 7/24 and by 7/27 I was told they are closed on the weekends and could work on it next week. I find the service extremely unprofessional where I had to to prove to them with their own documents that I had a policy. Only to have to wait several days before they could even look at filing a service claim.Business response
08/02/2024
A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they renewed both properties back in December and they are being told that their agreement is expired. The claims manager reviewed the consumers account. The consumer was informed that they will have their account updated.Initial Complaint
07/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 25, 2024, I contacted Select Home Warranties for a quote, as my current home warranty was about to expire. After asking the sales agent a number of questions, I agreed to proceed with purchasing the warranty through Select for $524.99. At this time, the rep confirmed that my home would be covered in 30 days and I could schedule the policy with my old provider in 30 days to ensure no lapse in coverage. On June 24, 2024, (59 days after purchasing my warranty), my garage door opener broke and I immediately called into Select to file a claim. I spoke with a representative who inquired what the issue was, to which I informed that it looked like the chain broke. The representative moved forward with the claim and a technician was scheduled for the following week to come care for the issue. At the time of the service, I paid a $75 service call fee to the technician, but to my surprise, they told me that Select Home Warranty denied my claim. I called Select Home Warranty to understand the issue and was informed that my coverage had not yet, in fact, kicked in, as promised it would be when I purchased the warranty. I was now told that the warranty starts 30 days after purchase, but they will not repair/replace anything for another 30 days (60 days after the purchase of the warranty). I was shocked to say the least, as all other home warranty companies' warranties offer full coverage after 30 days, so I believed the sales person when he told me the same. Not to mention, if I was not fully covered, why did the representative schedule a repair which required me to pay a $75 service fee if they knew it would not be covered? I tried to get this resolved, but after speaking to several customer service representatives got nowhere. This warranty company has shady business practices and I feel I was bait and switched.Business response
08/02/2024
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 how the agreement works. The consumer was offered a one-time good will allowance towards their denied claim.The consumer requested termination of service. The consumer was informed that heir agreement will be cancelled per section 13.2.Initial Complaint
07/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a house in Nov 23, then purchased Select Home Warranty same month. In Jul 24, have AC issue and submit a claim. Takes them 4 days to send a Technician for diagnostics, he tells me they never approve repairs same day, AND they won't pay contractors to do a complete diagnostics. SO no voltage checks, no coolant checks, as you would expect. He diagnoses a bad thermostat, sends in claim. 4 days later, no response from Select so I call them. Tell me I have to provide 3 years maintenance records to get approval. I just purchased the house after the owner died from cancer, how am I supposed to get that info? 2 days later, they approved a repair capped at $150, AND I have to call a contractor, pay for the repair, and submit the claim for reimbursement up to $150. Why did I buy a warranty contract if I have to do all this? I had the thermostat replaced, but the issue is not resolved. This company does not provide the home warranty service that advertise and promise to provide. This is fraudulent business practice. I want my warranty repair covered 100%, or a full refund for a warranty they refuse to cover.Business response
08/02/2024
A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their system is still not fixed yet. The consumer stated that they had to secure their own technician and only $150 was approved. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that per section 9.1.2 of the agreement they are required to submit three years maintenance records. The consumer was informed that as a show of good they will increase their allowance to $210.
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Customer Complaints Summary
5,635 total complaints in the last 3 years.
2,048 complaints closed in the last 12 months.