ComplaintsforSelect Home Warranty LLC

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/15/21 purchased 6 yr home warranty with Select Home Warranty. #*********. On 8/21 called them to report that when turning my a/c was there was horrible banging noise so I turned off & called them. They were unable to provide a technician to my address & told to get my own. We use ****** cooling & heating for ************* check *** so had them come out. A/c unit was NOT the problem. It was our heater that sits below it. They found that heaters blower wheel was broken due to normal ************ Unit is 20 yrs old. They also said most likely blower motor also damaged. Estimated cost including labor $1395. However they could not guarantee that after replacement that heater would start back up when cold weather begins because its at end of life ******** should consider replacing $5400 rather than spending $ on old heater. All paperwork including estimates were emailed to warranty company. It has. Even 3 weeks of continued phone ************** from them. The most recent of which is saying that I said unit was working & that loud noises not covered but if I wanted to send them copy if paid invoice of repair that they may give me a 1 time curtisy payment?? I feel that it is prudent to replace my unit rather than spend $ on new parts on end of life heater. I know that warranty company will depreciate to some degree however I want to know how much & that they will honor warranty. Also because they could not provide their own service person for the agreed $65 fee to me I had to pay ****** $226 for service ************ to be able to send something to warranty company. I have repeatedly asked to speak to supervisor & was told no. Finally this morning they said someone would call me sometime today. I want to get this fixed before cold weather begins & very frustrated with this run around Ive gotten from warranty company. Please help. Anything you can do will be so much appreciated. Im 75 years ********** like I have made mistake hiring this company.

  Business response

  09/18/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was informed that after further review their claim is approved for $650 towards the cost of replacement per section 8.3.

  Customer response

  09/18/2024

   attached are 3 emails I received today from Select Home Warranty (finally). First one saying to reach out to their escalation department which I didnt get a chance to do, then received the other two. Looks like they finally agreed in writing to reimburse me at least something which we will accept. And now they arent even asking for my paid receipt from ******* HVAC which I dont have yet because I wanted to make sure I had something in writing from them. I will order my new heater tomorrow & hopefully they will send check as promised. I will let you know when I receive it. Thank you for your help with this. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Select Home states they will bill me $40/month in return they will cover repair or replacement of broken appliance less a $60 deductible. The first claim I had they only offered $95 for replacement of a microwave saying it was not worth fixing and this was a "settlement". I called to complain and was told it was their decision. I've paid $600 to date and they want to pay $95 out of $400 it would cost to replace it. Now they want to charge another $75 to cancel the agreement they don't honor.

  Business response

  09/17/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their service call fee discrepancy and claim determination. The claims manager reviewed the consumers account. The consumer was informed that their claim is approved for $95 towards the cost of replacement per section 8.3.
  
  The consumer has been sent a reimbursement form for $95. Once accepted and resubmitted we may proceed with the reimbursement check process.

  Customer response

  09/17/2024

  [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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August of 2024 on the 15th I took out a 3 `/2 year policy with Select Home Warranty. Since then I've filed numerous claims that they say aren't eligible to be repaired or replaced. I'm talking a leaking water heater, a diswasher with a bad seal, a urnace that needed a repair, a gas fireplace that was emitting a gas smell, and an oven that wasn't heating correctly. The only thing they tried to repair was the oven which cost me an additional 65.oo service call and a 240.00 charge and the oven still didn't heat correctly so I had to hire anotherappliance repair company to come and fix it. After all of these denied requests I asked to cancel my contract. Twice now they said they wold look into it and didn't get back to me. They finally said they would return 175.00 to me which i haven't heard back from them about. I think this company is terrible and would like some resolution to this problem. I continue to call them and am put on hold for periods longer that 30 minutes some times. Can you pease try and help me with this awful company?

  Business response

  09/16/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that their claims were denied without having a technician dispatched. The claims manager reviewed the consumer’s account. The consumer was informed that they reported a door seal issue with their dishwasher which is not covered. The consumer was also informed that their water heater was leaking which is also not covered. The claims manager informed the consumer that they can assist with a good will approval once they submit an invoice for review.

  Customer response

  09/16/2024

  [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

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept 1 I called Select warranty stating my washer was not working. The person on the phone took all my information and said I would get a call back from a technician. I did receive a call back two days later, but it was from Select telling me they had no technicians available. Then they informed me to go find my own repair company and then call them to proceed. Per my contract and their website it states they are not responsible for anyone other than Select provided technicians. They also stated they do not reimburse for money paid to any other technician other than Select approved. This is a verbal and I am not dealing with a verbal. They have not provided a written authorization or a technician to fix my washer. I told them I was turning this into BBB and they sent it to an escalation depaprtment. They called and again gave a verbal to find my own repair. If I wanted to go find my own repair I would not have a warranty company. I again stated this was why I have a warranty was so they provide the work staff. I have a six year plan, I also paid for my brothers home to be covered so this is two six year plans, I will not deal with this for six years if they will not honor there policy and website. I will be getting a lawyer to sue if they do not make this right. We are now at Sept 7th and no response no repair. On Sept 8th I received a call from Select stating they can not find a repair person and again gave me verbal to go find my own. I asked him if he had my claim in front of him he stated yes I then asked do you see the notes stating I am not going to do your job of finding a repair person per your policy and website. Then I told him I will not take verbal consent. If this is written consent for my own protection. I received no written consent. I am just trying to get my washer fixed per a warranty company I have paid a lot of money to. I am only asking to give me a written consent to have it fixed. I dont want to have to spend more money than I need to.

  Business response

  09/13/2024

   A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that a technician was not yet dispatched for their claims. The claims manager reviewed the consumers account. The consumer was offered to secure their own technician and be reimbursed up to their $500 allowance per section 10.1.

  Customer response

  09/13/2024

  [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 unit was not repairable. We purchased a replacement and submitted the invoice for the $500 reimbursement. Have not heard back from select as of yet.

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

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased 6 year plan with select home warranty in August 2023. on July 12, I filed a claim Claim #********, because my dryer was showing error code. SHW had a technician come out an diagnose the dryer, for which I paid $69. He requested parts to fix it and parts where delivered about a week later. He came back out, but couldn't fix the dryer and told me that it's not possible to repair. I asked SHW to just replace the dryer, but they insisted on getting a different technician out. They hired a different company to fix the dryer and they didn't show up 2 times. At that point I contacted them and they agreed for me to hire my own person. My guy came out, I paid him $79 (for which they should have reimbursed me) and he also couldn't fix it. At this point, SHW offered me $50 to replace the dryer. I explained to them that dryers are $800, plus I'm already $150 out of pocket. They kept telling me that they spend money on parts, etc, and only have $50 left out of my $500 per accident allowance. It's not my fault that they hire horrible technicians. Also, I shipped them the parts back 9 days ago. I expect to get full $500 + $79 I spend on technician to come out (first $69 is agreed about fee). That's not even going to cover a new dryers

  Business response

  09/11/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their approved reimbursement. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that they have a maximum allowance of $500 per section 10.1. The consumer was instructed to submit an invoice for reimbursement.

  Customer response

  09/11/2024

  [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

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 5th I had a severe plumbing emergency that required immediate attention. As the typical wait time on calls with Select can exceed 30 minutes to an hour, and I had to resolve the situation as quickly as possible, I got a plumber out and the situation was resolved that afternoon. I put my claim in with Select the following morning. After not hearing form them for over a week I called (8/16). I was told to send over the invoice and theyd get back with me within 24 business hours. After 2 weeks of no word back I called again: (Aug 28). I was told that it was approved but they had forgot to send out the notice. They told me given that, I should keep an eye out for mail for the link to get the reimbursement. A few days later i receive a message saying that it was denied. I spoke with a Senior Support person at SHW who advised me that they made a mistake and would not be assisting me any further. Were this the first negative experience with Select, I would be unlikely to post anything, but this is part of a larger pattern of disrespect of its customers and further demonstrates that they have no intention to honor anything whether it be their word or their contract.

  Business response

  09/11/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they were approved and have not been reimbursed yet. The claims manager reviewed the consumers account. The consumer was sent the reimbursement form for approval.The consumer was informed that once accepted they may proceed with the reimbursement check process.

  Customer response

  09/15/2024

  [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.While I still believe it should never have come to back-and-forth with accepting the denying then accepting, I have received my rightful reimbursement and am satisfied enough with the current outcome.
  
  Regards,
  
  ***************************

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My high-end Blue Star oven (RNB366BSS) needs a few minor repairs. Select Home Warranty claimed they could not find a local appliance repair business to diagnose. I found one. The charge for the service visit from that business was $95. Their estimate was $1300 to fix several issues. Select Home Warranty claimed the depreciated value of my oven was $200 and would only authorize that amount. Replacement cost for this oven is about $10000, and it is ************************************************** my house are 15 years old. So the home warranty contract I bought is worthless. (By comparison, a couple of years ago a different home warranty company depreciated the value of the same oven to $3500.)

  Business response

  09/11/2024

  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 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

  09/11/2024

  [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, to some extent:

  * Satisfactory, in that the amount they agreed to cover was increased from $200 to $500, which will cover about a third of the repairs needed to keep me from having to replace an oven ($10000 for a similar unit today).
  * Unsatisfactory in another assumption I made: if my stove cost $5000 new 15 years ago, and would cost $10000 to replace today, the warranty company only covers up to the cost of a "standard oven", which might be $1200, and apparently depreciates from that starting point, which is how they got to $200 for the amount they would cover.  This was not disclosed during the sales conversation I had, but was explained to me by the service **** after my BBB complaint.  All of my home's appliances and systems are old, greatly reducing the value to me of a warranty contract. This is the third warranty company I have contracted with over the last two homes I owned, and the others gave good value for my money.
  * Unsatisfactory in that the warranty company claimed to be unable to find applicance repair technicians in my area and shifted the burden of doing so to me. It is their business to keep a database of available repair businesses, not mine.  Yet it took me only half an hour to find a local business that would serve me. Their refusal to shoulder this part of doing business seems like a ploy to reduce the amount of service they deliver. I've abandoned two claims with them already because it was daunting to arrange the repairs myself.

  I had known these facts, I would have judged it unwise to pay thousands of dollars for a repair contract that will at best cover about five to ten percent of the replacement cost of my appliances. I consider it shady business practices for these factors to be concealed or made hard to find before I paid for the contract.

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

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June my water heater broke and I got a replacement that is covered under my home warranty with Select Home Warranty (SHW). However, three months later I have still not received a check and every time I call I receive a different story about why. I have reached out to various departments and workers, and it appears that the company is trying to avoid paying the claim through misinformation. I have called on six different occasions including 7/5/24, 7/16/24, 7/22/24, 8/8/24, 8/19/24, and 9/4/24 and emailed several times about the check. They said the check had been mailed on 7/7/24, and I confirmed that each time and verified the address. Each time I called they gave me a different estimated day for when it would come. First they said it would come in 30 days, then 30 business days. Then, the person I talked to on August 19th said it was never mailed because they "were trying to reach me about the billing address". I find this hard to believe as I never got any correspondence from SHW and called myself so many times. They told me on 8/19/24 that it would come in 2 weeks. I called today and they said it had been mailed to the technician, even though I had paid the technician the full amount and they had said they were sending it to me every previous time. It is becoming clear to me that every time I call I get a new story and a longer timeline, likely in hopes that I drop the issue and they can keep the claim amount. I have tried every avenue to solve this issue myself, but unfortunately SHW is not interested in resolving this with me over the last three months or paying the claim amount.

  Business response

  09/10/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they still did not receive their check. The claims manager reviewed the consumers account. The consumer was informed that they will have their check processed and mailed out.

  Customer response

  09/18/2024

  [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

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a home warranty plan. After about 40 hours of attempting to fix items in our house, and the vendor not fixing anything, we attempted to get a refund for the policy. The company said they would refund half of the fee. We spent 1500 for the policy and would like to be refunded $1500 plus service fees of $195 that we also paid, unknowing that the contractors were "not allowed" to fix anything. We have worked for hours with this company to cover our ** unit and our ** ventilation system. One excuse after another for why they will not cover the repair. The ****************** sent by Select Home Warranty said he has never seen Select Home Warranty pay for any repair. We paid the ** service a deductible to come repair the item. The service company said they would have to return if repair was approved. Another vendor was sent by Select Home Warranty to service an item under warranty. When the provider arrived, they stated that they are "not allowed" to fix anything on the first visit. On the second visit the repair has to be less than 300 dollars. We had no idea that the contractors were "not allowed" to fix anything. This is a total fraudulent home warranty plan.

  Business response

  09/10/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determinations. The consumer requested a full refund. He claims manager reviewed the consumers account. The consumer was informed that they are not eligible for a full refund and their agreement will be cancelled per section 13.2.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/12/2024, I filed a claim because my master bathroom toilet was clogged, causing water to back up into my tub. SHW sent a plumber from Pacific Swift Plumbing, who spent less than five minutes at my home. He claimed he needed access to my toilet and said he found a clean-out but would have to pull up the toilet to proceed. After taking my payment, he left, stating he would call SHW for further instructions.The next day, I was told by SHW that they do not lift toilets and that I would have to find a way to get him access myself before they could clear the line. Frustrated, I hired another plumber at my own expense, who successfully cleared the line through the roof. When I contacted SHW, I was told that I could not receive a refund as the initial visit was considered a "consultation fee." Only after threatening to cancel my contract was I given credit for the lack of work and professionalism displayed by the plumber.On 8/26/2024, the toilet clogged again. I submitted another claim, specifically requesting not to be assigned Pacific Swift. Despite assurances that SHW had a wide range of plumbers, they reassigned the same plumber to my case. When I called back, they said that switching plumbers would require filing a new claim and paying out of pocket.Despite multiple emails and phone calls, SHW continued to insist that I needed to create entry for the plumber to access the toilet. I provided proof that the previous plumber I hired was successful through the roof, but SHW still reassigned Pacific Swift. When I informed the plumber about the roof access, he stated that he didnt have the tools for that.After several more calls, SHW promised I would have a new plumber assigned by 9/3/2024. However, when I called on 9/3/2024, the representative said they needed to confirm with Pacific Swift again before assigning a new plumber, which would take another 1-2 days.Everyone I have spoken to at SHW has been unprofessional and my house smells like a sewer.

  Business response

  09/10/2024

  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 explained our terms and conditions. The consumer was informed that their claim is approved for $250 for basic snaking.

*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. ↩