ComplaintsforSelect Home Warranty LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/11/2024 I submitted a claim through Select Home Warranty for my double wall ovens that had no power. We were assigned ****** ****** ********* and a technician came out on 8/13/224. He stated that the control board needed to be replaced. He then stated that he would give his report to Select Home Warranty and they would get back with us. On 8/14/2024 we received an email stating that Select Home Warranty had processed our claim. The email stated: “You have been approved for a cash reimbursement in the amount of $225.00, which you may use towards repair or replacement of your current unit. After a Review of the information and diagnosis relating to your claim, it has been determined that the cost of repairs exceeds the current value of your unit. ... Please see section 8 of your policy.” On 8/17/2024, I called Select Home Warranty and was told by their representative that the reason they offered us $225.00 was because the part was on back-order and they were offering us a cash-out option to save us time and allow us to find the part sooner on our own from **** ***** or somewhere. I requested my call to be escalated and asked for a supervisor to call me. I have called Select Home Warranty asking for escalation and a supervisor to call me 3 other times and have not received a call back. I have also reached out to the ****** ****** ********* leaving numerous voicemails and have not received a call back. According to Section 10 of my contract, Select Home Warranty’s responsibility is $500 to repair/replace covered appliances. Select Home Warranty is acting in bad faith and is in breach of our contract by offering only $225.00 and refusing to engage in any meaningful conversations.

  Business response

  09/09/2024

  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 consumer’s account. The consumer was informed that they have been assigned to their account to assist them. The consumer was informed that their claim is approved for their full policy allowance of $500 per section 10.1.

  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. It is unfortunate that the business did not do the right thing until complaints were made to the BBB and licensing boards. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I did not want to go this way, but here I am. I signed up for Select Home Warranty. I cannot remember when but about six months ago. At the time of sign up I was told that i could cancel my policy at anytime with no problem. So I paid the policy for as long as I had it and when reading the policy found it did not cover everything I wanted it to cover. So I went with another company that covered everything I needed covered. A few days ago I contacted Select Home Warranty to cancel my policy that was not needed anymore. They tried to sell me everything in a policy except what I needed to keep me as a customer. Taking the price down to ridiculous prices and so forth, but not actually covering everything I needed covered. Took a long time on phone because I could barely understand the associate who was handling my case. So in turn I had to ask many many times to repeat what they said until I could understand them. It boils down to I finally had the policy canceled , but not without a problem. They told me my policy would be canceled and that I would have to pay a $75.00 final charge to get that done. I argued because I felt that I paid the contract to date with no claims and should be able to cancel the policy at any time like I was told with out any repercussions. That was not the case I ended up with them charging me $75.00. At the end of the conversation I was told my policy was canceled and my final charge would be the $75.00. Well I check my account today and have found another charge for some $45.00 and some cents for this policy. I would not recommend this company to anyone. Very poor customer service that is not clearly explained or understood. I would like to get back everything I have paid to this company, but would be happy with the $75.00 and the extra $45.00 and some cents returned that was charged after cancellation of the policy. I guess they were not happy with my cancellation.

  Business response

  09/06/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that the terminated services. The claims manager reviewed the consumers account. The consumer was informed that their agreement will be terminated as requested.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/29/24 my hvac went out, blower fan will not turn on. I submitted a claim with Select Home Warranty (SHW). When this claim was submitted my POLICY with SHW was going to expire on 7/31/24.They sent out an AC company on 7/1/24 to see what was wrong. They determined it WAS the blower motor and it needed replacing. SHW had all the info from AC company on 7/3 to get this approved and taken care of. They had asked AC company if SHW could supply parts instead of AC company. Which AC said that would be okay. It took until 7/17 for them to approve and order the parts. Motor was delivered to my house on 7/20 but was WRONG motor On 7/26 They finally approved the new motor but this time they wanted AC Company to just get it and that they would reimburse up to $802.85. AC company asked me to ask SHW if I could just order the motor. I called SHW and they said its been approved so yes So on 7/31 I orderd and PAID for the new motor $782.15 I submitted all receipts to SHW on that same day for reimbersment. And received an email letting me know it would take 24 hours to process. On 8/5 I reached out to SHW and was told I would get an email with a release agreement to fill out to start the reimburment process. On 8/7 I still didn’t get email and rep told me the claim was AUTO closed by system since policy was now expired but not to worry as he would have claim reopened and have them expidite that email to me. On 8/13 Rep tells me that its still in progress and I should have it NO LATER than 8/16 On 8/16 I finally talked to escalations managers Nancy & Bree. Both telling me that EVERYONE I talked to before including managers gave me wrong info. She said once my policy expired I was no longer entitled to getting a refund. I even stressed to both of them that this was all their fault for dragging out this whole process and that I want my reimbursement. I was told there was nothing they could do. I want my $782.15 reimbursement. I have included a PDF of ALL THE DETAILS.

  Business response

  09/06/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset stating that they were going to be reimbursed for the repairs and they keep being told their agreement is expired. The claims manager reviewed the consumer’s account. The consumer was informed that they will have the technicians approval revoked and they will be send the reimbursement form.

  Customer response

  09/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: What the Claims manager said as a response is accurate, and he did send me an email with the release agreement, however this will not be fully resolved and I will not sign off that this is resolved until i RECEIVE the CHECK for the reimbursement for the motor i paid for.  Once that happens i will be happy to agree that the complaint has been resolved.
  
  
  
  Regards,
  **** ******

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Select Home Warranty on August 11, 2024 regarding a claim for a problem with my air conditioner. I contacted the warranty company and on August 12th a technician was confirmed for a service call. The technician came to my home on August 13, 2024. I paid the service fee and the technician made a diagnosis. I requested a copy of the ***ort and was told I would receive it from Select Home Warranty. On August 14th I received an email from the warranty company that my claim was denied due to a leak and they don't cover leaks. My conversation with the technician indicated a different reason for the problem. I contacted the warranty company on August 14th by email and phone to request a call with a manager. I disagreed with the claim denial. I received an email ***ly to contact the Existing ************ On August 14th, I spoke to a warranty *** and requested a copy of the ***ort, but was told he couldn't send me a copy of the ***ort. I was told to contact the technician. I called the company the technician works for on August 14th and August 21st and was told to contact the warranty company. On August 26th I called the Existing ************ again and was told they would not provide me the ***ort, but the ***resentative could read it to me. He read a ***ort but it was different than what I learned from the technician. I asked again for the ***ort. The ***resentative said he would call the technician while I was on the line, then came back and said he no one answered. The warranty ***resentative gave me a quote for a ***air but still won't provide the technician's ***ort. I am getting the runaround. On August 28th I decided to contact a different company for the ***air. Today, August 31st, my air conditioner was ***aired by a different company and I had to pay thousands of dollars out of pocket. I couldn't even get a diagnosis ***ort from Select Home Warranty to dispute the claim denial. I want a full refund from Select Home Warranty. I paid for a 3 year plan.

  Business response

  09/06/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer requested a full refund. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was explained what is and is not covered.The consumer was also explained section 13.2. of their warranty agreement.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I call select warranty to report a problem with my water heater, They refuse to fix the pipes where the water was coming from at the top of the water heater. I reported to them that the water was going from the pipes. They said that they will fixed the pipes, they disppatched *********************** LLC. Plumbing & Drain Cleaning. ************. The technician arrived between 9am-10 am August 28, 2024. He look at the hot water heater and he said that it needs to be replaced. I indicated to him that Select warranty company said that he should fixed the pipes because that is where the water was coming from the pipes on top of the water heater. The technical said that when the water come from the pipes at the top of the heater, it indicates that the heater needs to be replaced. He collected the $75.00 that Select Warranty said I should pay. Patriot sent tne report to Select Warranty and they automatically denied the claim, Saying that I should hire a plumber and replace the Hot Water Heater at my expense. The Contract that I have with Select is paid for the entire year. I have been with this company for years. Now that a repair is need. The company refuses to replace the hot water heater.

  Business response

  09/05/2024

  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 that the technician is saying that the water heater is leaking which is not covered per section 6.2.7 of their agreement.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 3 year policy for $1125 in June, 2021. I purchased this extended Select Home Warranty with this company in good faith. We have been “Platinum” policy holders since 2021. We have filed 4 claims. Two of those claims were not allowed because of the "read the small print" (refrigerator repair did not include the icemaker and my dryer was not included because it is a gas dryer). Neither of these “read the small print” issues were disclosed by the salesman upon purchase of my Select Home Warranty policy. The other 2 claims were deemed “beyond cost of repairs” and we were offered 1/10th of item cost of replacements. The are not customer friendly. Once a claim is filed, you will see their full colors as “scammers”. My most recent example: I call for service on my 9 year old clothes washer. I am told that they have no technicians in my area. They authorized me $100 for repairs. I called for service and the visit cost $120 + tax. Select Home Warranty will not reimburse for the service call. The clothes dryer was deemed too costly to repair. SHW offered us $185 and that does not include a reimbursement for the $120 service call. I would like to be reimbursed at least of the $120 + tax charges for having to find and call a "warranty" service provider (which is supposed to be included in my warranty.) In addition, Select Home Warranty should step up with additional monies to help us to buy a new clothes washer because the $185 that they offered as a settlement is not fair considering that I have already paid them $1125 for my warranty.

  Business response

  09/05/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the claims process and stated that they were told everything is covered. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that their clothes washer claim is approved for $375 as a good will approval.

  Customer response

  09/08/2024

  [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

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed a claim with Select Home Warranty (SHW) for a failing AC blower motor, which died within hours of filing the claim with SHW. They denied the claim by using "noise" as the root cause, when noise was just a symptom of the failing motor that was just shy of eight years old at the time of filing the claim. With a 5-year old child and 73-year old elderly family member at home, I had the motor replaced by a local HVAC company in an emergency. Temperatures in our area were in the 95F range during this time.

  Business response

  09/05/2024

  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 consumer’s account. The consumer was explained our terms and conditions. The consumer was informed that the technician stated that the unit is working just that it is noisy. The consumer stated that their unit stopped working after that and got their own technician. The claims manager informed the consumer that they completed repairs without authorization from Select and their claim has been denied. The consumer was informed that as a show of good they will approve their claim for a one time good will of $375.

  Customer response

  09/05/2024

  [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

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $2400 for a five year insurance policy with Select Home Warranty. I was told if I was not happy with the service I could get a prorated refund. I was not happy and requested a refund after a year. I only had one claim during that year for a service that cost $300. When they issued the refund they only refunded half of my $2400 fee. They are claiming that it is $500 for the year I had the service but ALSO they want the $300 back for the service call. I am saying that I HAD insurance with them ... that is what the $500 is for...this is a serious scam.

  Business response

  09/05/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with the refund amount.The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that their agreement was cancelled per section 13.2 and is not eligible for any additional refunds.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email on July 3 indicating that they have processed my claim for approval of a cash reimbursement in the amount of $150 which I may use towards replacement of my unit. The email instructed me to send a paid invoice. Once they receive it, they will provide a reimbursement form for me to sign, and then they'll mail a check to my home. I submitted the information on July 4, 2024, and received confirmation on July 5 that they had received it. I reached out on July 18 to ask about the status since I haven't received any updates. I got a reply email asking me to call their number. I spoke with a representative who informed me that they would speed up the process, as they had indeed received the information and nothing had been processed yet. I was told to expect an email after the information was processed on July 21. I received a generic email, just like the one I got on July 4, informing me that my reimbursement was approved and asking me to upload. I called the 855 number again. During this call, they confirmed receipt of my documentation and stated it would take about a week for me to receive a DocuSign related to the claim reimbursement on 7/29 . After signing the claim reimbursement, I got a confirmation email indicating that the payment could take up to 30 days to arrive via check. I called on August 28 to get an update, as I had not received a reimbursement check. *****, a representative, told me that the check has not been mailed yet and may take up to 30 business days for the institution to send it out. I reminded her that the email I received stated it would arrive within 30 days. I'm troubled by the fact that this entire process is not complete and it has been 2 months already. It seems to me that the company does not genuinely value its customers, which is why I have not received reimbursment and why I will choose not to renew my contract with them due to my disappointing experience with this first claim.

  Business response

  09/04/2024

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

  Customer response

  09/05/2024

  [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

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this place will do anything and everything possible to try to take your money and not fix or replace anything. My AC went out and they refused to fix it, I told them to cancel my policy and they would go above and beyond to try and keep me as a customer but just not fix my issues. I wasted time and money on service calls that they refused to fix. STAY AWAY!

  Business response

  09/04/2024

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset with their claim determination and requested a full refund. The claims manager reviewed the consumers account. The consumer was explained our terms and conditions. The consumer was informed that their agreement is cancelled per section 13.2.

  Customer response

  09/05/2024

  
  Complaint: 22208151
  
  I am rejecting this response because: this is not true, nothing was ever explained to me until a week after I cancelled my services and then they even said they're keeping even more money from and only giving me a partial refund, this company is a joke
  
  
  
  Regards,
  
  ***********************

*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. ↩