ComplaintsforSelect Home Warranty LLC

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid for the premium policy with up front cost paid in full. I filed a claim for built in kitchenaide microwave/oven and they still have not fixed, no communication, and when I called, they wanted to give me 200 dollars to replace the microwave. Neither the microwave or oven work. This is a 4k unit . When I purchased the policy, i directly asked if they can handle high end appliances and *** said yes and if they cant fix, they replace with equal product... including thermador. They now say it is the control board, which goes to both oven and microwave, but are having difficulties get part. The other claim made 2 days ago is for a roof leak. I have had the run around and no one has called me back.. They tell me the roof is not covered because the water is coming out of the garage ceiling even though there is a "living space" room above it that is a living space and the roof is on top of that and the water coming down within the wall. The representative, all located in the Phillipines, said they only cover a leak in the living room. I said that is not true, it is living space. This is a two story house and they cant seem to comprehend that the roof is covering the room above garage and that water runs down from the top to bottom. Because it is two story, he then said they dont cover town houses. I said this is not a townhouse. They have misrepresented everything that was told to me by their sales person ***. I have now escalated this to manager, whom i have not heard from. They werent even willing to send someone to look at leak. Then they said it was probably a plumbing issue. There is no plumbing in the room above or bathroom..... help. They want me to locate source of leak.

  Business response

  11/02/2021

  The consumer filed a complaint through the BBB due to issues with their microwave claim. 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 ******************************** to discuss their claim concerns.

  Customer response

  11/05/2021

  
  
  Complaint: 16062949
  
  I am rejecting this response because:
  1. I have sent emails to ***********************: I have attempted to contact you multiple times by phone and you do not allow voicemail..ridiculous, and sent an email. He had someone call today who knows nothing about my case. He didnt even know the problems. He cwas not a manager. I have not received any correspondence from *****.
  
  2. Select home warranty only pays 400 dollars for the roof leak. They were not even going to send anyone out to look were the leak came from because it dripped into garage and garage isnt covered. The leak is not from the roof over garage.. it is 20 feet above the garage by the upstairs bedroom. Because water runs downhill, it has no where else to go but down and into the garage. This 400 dollars is nothing.
  I had a roofing company come out and they verified the leak in theroof by the upstairs bedroom. The water runs downhill and into the garage but source of leak is not above the garage. I can send you the picturesand documents.
  
  Am very disappointed in this company that you guys were not even going to send anyone to check until i filed a complaint. The company tried to say it was a plumbing problem
  
  3. The bigger issue is the kitchenaide microwave oven combo unit. They sent a tech out.. tw>ce because the first guy couldn't figure it out. The next tech said it is the control board. Supposedly the part was ordered and going to be sent to me. I have never received and no further communication. Now they are trying to say they will give me 200 dollars for the microwave. The microwave nor the oven are working. This is a ***** dollar kitchenaide unit that you can buy at Lowes. Today ***** had a guy named *** call me. He didn't know anything about this complaint and he says they dont cover combo units. No where does the contract state that. It says if they cant fix, they will replace with like value and ability, capacity and efficiency. The policy also states an aggregate value of 11k. When i purchased this policy from sales rep **** i asked about ability to work and replace high end appliances and he said yes, even thermador. He said that is what select home warranty company is known for. If they are not going to stand by their advertising and salespeople give false information or misrepresented information, that is not acceptable
  
  I am happy to resolve issue by 1. Pay me 400 dollars for roof leak and 2. Pay me ****k to replace the micro and oven unit which both dont work. It will cost me 5k, but I am willing to do a deprication on the unit. It is only 10 years old. 3. I am willing to cancel the policy after that. I have paid for several years up front and they are to give prorated refund of balance.
  Thank you for the help.
  *****************************
  
  
  
  
  
  
  
  Regards,
  
  
  *****************************

  Business response

  11/12/2021

  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. Without the consumers cooperation we will not be able to proceed.

  Customer response

  12/15/2021

  
  
  Complaint: 16062949
  
  
  I am rejecting this response because:
  Still neither oven fixed nor money received 400 dollars for roof leak next to upstair game room. Photos sent to you previously.
  1. In terms of oven. Prime genius came out oct 12 2021 to repair oven and select home warranty had ordered wrong part. Prime genius, ******** submitted new request to select on oct 26th. Still have not received any parts or information. Called select and transferred 10x during call.. over 2 hours on the line with ultimately being set back to customer service who states they dont have the authority to see about part information. Supposedly on ***** something was ordered..no one can state part numbers or what or from whom. Never received any parts. *****, 2021 again something authorized for part 2 control boards, but dont know part numbers or where ordered from and still have not received and parts or communication from select. ****** from prime genius was on phone with me for 3 of the transferred calls and had to leave so he still does not know when select will provide the parts
  
  
  
  
  
  Regards,
  
  
  *****************************

  Business response

  12/21/2021

  The consumer rejected our response.
  
  A claims manager reached out to the consumer. The consumer was upset with the delay in their claim and they still do not have a working microwave. The consumer stated that ***** was supposed to come out twice and never came. The claims manager informed the consumer that they will call them to see what the delay is. The consumer was informed that they will reach out to them shortly.

  Customer response

  12/22/2021

  
  
  Complaint: 16062949
  
  
  I am rejecting this response because:
  
  Sears never showed up and no one has gotten back to me. The prior technician from prime genius called me today and also has not heard from them when they stated they had ordered parts, which obviously was a lie. Prime genius says warranty company says i only have $67 dollars left for this.
  I have an annual 11k limit for all claims per the agent *** who sold me the pol8cy and stated they can repair high end appliances including kitchenaide and thermador, which is why i went with this company because he stated as long as we didnt go over 11k , we were fine.
  They ordered the wrong part. They have had 3 seperate companies to come out and still microwave oven is note working and it has been months.
  Sounds like false representation of service as now i see has been reported to BBB previously.
  ***** from corporate states he would get this resolved. I had to have someone stay at my house all day to be there for ****** That cost me $15/ hour because i had to work...at a hospital. Now i am out even more money.
  The mother board or control board can be purchased from the www.kitchenaide.com website directly. There are only a couple screws to remove to plate off and two wire coonectors to detach an reattach to new panel. About 10 minutes if that 8s the problem. The pwrt cost sbout 380 dollars. Seems this is very cheap compared to giving me 4k to replace.
  
  
  
  
  
  Regards,
  
  
  *****************************

  Business response

  01/03/2022

  The consumer rejected our response.
  
  A claims manager reached out to the consumer. The consumer was upset with the determination on their stove claim.
  
  The consumer was explained our terms and conditions at length as well as section ****. The consumer was informed that per section **** they have an allowance of $500 for this claim type. The consumer did not accept their claim determination.
  
  ****. Dimensions, Brand and Color,Limits. Select will not be responsible for matching a system or appliances color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment (hvac), in the first three months of coverage, a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances (non-heating or cooling) in the first three months, a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150, repair/replacement will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event that the part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits. If Freon coverage is selected as an option the limit is $150 for the first three months of coverage and $250 for the remainder of the contract. Furthermore, you agree that during the first 30 days of coverage, no coverage will be provided for replacement of entire systems or appliances of evaporator coils, condensed coils, compressors,control boards, motors of any kind. 
  
  At the present time the consumers claim is approved for the full policy allowance of $500 per section **** of their warranty agreement.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 13, 2021 I filed a claim with this company on policy #****** which was to expire on October 9, 2021, for repairs to our central air. The claim number is ********. After a company was assigned to come out to assess the problem (****** Air of ********, **) they told my wife and Select Home what the problem was and that they would be able to fix it. Apparently Select Home did not want ****** to use their parts and sent the parts directly to our home and told me that ****** Air would come out to complete the work. Since the contract with Select was to expire on October 9, 2021 a salesman named ***** call me and offered me a deal to renew the contract for 3 additional years, which I did. Then started the numerous calls to Select as to why the system had not been completed. Over the next 2 months more calls to Select has been made but as of this date, the air has not been fixed. The parts are still sitting in my backyard waiting for someone to come put them in. Every time I or my wife calls we get the same story that we have to wait up to 48 hours for them to get information. Then to compound the problem when I called the salesman name ***** told me that if I canceled the contract, I would be responsible for all work and parts to date. Then they sent me emails twice indicating the my claim would dropped if I did not contact them about the open claim. It has been 2 1/2 months and as if this date, the call Ive made to the company this am resulted in me be told that the email sent was computer generated and they would get back with me within ***** hours.

  Business response

  11/02/2021

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the issues they are having. The claims manager reviewed the consumers account. The consumer was informed that the parts needed for the repairs have been ordered and shipped out. The consumer stated that the technician will not install the parts. The claims manager informed the consumer that they should hold on to the parts and we will have another technician come out to complete the repairs.

  Customer response

  11/02/2021

  
  Complaint: 16062343
  
  I am rejecting this response because:

  this has been going on since August. Every time I or my wife talks with someone from this company, we hear this same statement.  Yes the parts are sitting in our back yard, yes several calls have been made to a couple of companies. The problem as I see it is that no one want to put the parts sent in the system and then be responsible for work.  They want us to find someone to do the work but have a restriction on the amount they can charge. I believe this company should do whatever it takes to get our central air working because that is what they told us when we signed the contract and paid them.
  
  
  
  Regards,
  
  *******************************

  Business response

  11/09/2021

  The consumer rejected our response stating that the repairs have still not been made.
  
  A new technician has been dispatched to the consumers home.The technician will be contacting the consumer shortly to schedule an appointment for completion of the repairs.

  Customer response

  11/11/2021

  
  Complaint: 16062343
  
  I am rejecting this response because:
  
  this is the same thing they have been saying. I spoke with them last week and still no one has been to the house or contacted me about an appointment. They just keep saying that I can call someone myself but restrict me to getting authorization from them before anything can be done. Companies I have spoke with do not want to put parts the  Select Warranty sent and then be liable for problems with that part.
  
  
  Regards,
  
  *******************************

  Business response

  11/24/2021

  The consumer rejected our response stating that no one has been to their home nor were they contacted for an appointment.
  
  A new technician has been assigned to the consumers claim.Below is the technicians contact information and the consumer may call them directly to schedule an appointment if one has not been scheduled already.
  
  Olivers Air, Inc.
  ************

  Customer response

  11/29/2021

  
  Complaint: 16062343
  
  I am rejecting this response because:the company 
  
  Continue to want me to call the repair company and I feel that the money i paid for their warranty do not say I have to contact anyone. I believe that their contract says that all I need to do is pay the fee to who they send out. They asked me to choose three different days and times for the repair person to come out, and I did.The repair company contacted me and asked for certain info which I gave him and he has said that all he needs is a written authorization to do the work but the warranty company has not provided the authorization yet. The bottom line is that its been almost 4 months and they still have not honored their part of the contract by fixing the central air.
  
  Regards,
  
  *******************************

  Business response

  12/07/2021

  The consumer rejected our response.
  
  Olivers ******* has been dispatched to the consumers home. Diagnosis revealed that the compressor is grounded out and is dirty.
  
  On 12/7/21 the consumer was contacted via email requesting photographs of the unit along with three years maintenance records for review.
  
  
  9.1.2. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity,power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right to request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and a/c systems require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils.Water heaters require periodic flushing. This policy covers mechanical breakdowns, it does not cover shelves, door handles, doors, hinges, k**** and buttons, door seals, freon, damage caused by freon leak, displays, latches,timers, leveling equipment, clogged drains or lines, cosmetic issues, gaskets,leak searches, lights, noise, refrigerants, valves, dispensers,installation,electrical failures,upgrades
  
  At the present time we time we are awaiting the requested information from the consumer. Once the consumer supplies us with the documentation needed we will review and provide the consumer with a claim determination.

  Customer response

  12/09/2021

  
  Complaint: 16062343
  
  I am rejecting this response because:

  If they were not going to honor the contract I paid for, why did They send the parts they were told would be needed for the repairs by the first company, ****** Air ? All I want to do at this point is cancel the renewal and get my money back.
  
  
  
  Regards,
  
  *******************************

  Business response

  12/15/2021

  The consumer rejected our response stating that they want to have their renewal cancelled and get their money back.
  
  The consumer at this time is not eligible for a full refund.Per the consumers request their warranty agreement will be cancelled. The consumers agreement will be cancelled per section 13.2.
  
  13.2. Cancellation by You. You may cancel this Agreement within thirty (30) days from the Order Date of this Agreement, as set forth on the schedule page accompanying this Agreement. In the event you cancel within the thirty (30) day period, the You shall be entitled to a full refund if and only if, no service has been provided under the contract. After the thirtieth day, you may receive a refund pro-rated at the non-discounted annual plan cost. A $75 cancellation fee will be charged and any service costs incurred by Select ************ contract.
  
  Below is a breakdown of their refund:
  
  Coverage for 60 Days Used @ $1.56 per Day = $93.70; Add Cancellation Fee of $75.00 =$168.70; Less Claims Incurred by Us of $0.00; Subtracted from original payment of $1289.99 Totals a Refund of $1121.29.
  
  The consumer will be refunded $1121.29 via check. The consumer will be notified via email as soon as their refund check is mailed out.

  Customer response

  12/16/2021

  [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

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Policy Holder: ***************** Policy ********* Property Address:2202 **************************************************************************************************** Select home warranty failed to repair my hot water heater. I requested that a leaking valve was causing my water heater to run constantly. They denied the repair because I used the word "leaking," they write the contract so they don't have to pay for any repairs at all. I called, explained exactly what was going on with my hot water heater and they still denied the claim. The ***** valve allows water to bypass when it starts to fail, causing water to be seen coming out of the drain line, this is what I was trying to describe in my claim.Select home warranty should repair my hot water heater, not lawyer each and every word of a claim. My overall experience with this company has horrible! What a mistake, purchasing a home warranty with select home warranty.

  Business response

  11/02/2021

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer corresponded with the claims manager via email. The consumer is going to secure their own technician and be approved for a $150 reimbursement per section **** of their warranty agreement once the repairs are completed.

  Customer response

  11/02/2021

  [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

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have several home warranty contracts with Select Home Warranty. In the past year they have been denying and making it very difficult or impossible to resolve a claim.The most recent is for our garbage disposal. Select Home Warranty would not send anyone to look at the unit. They have responded with a payment for a new one, but the amount offered will not even cover the cost of a new unit of the same size or having it installed.This is the third time they have done this to me and I can not get any where with them. They say it is their final offer?I have paid in full for 3 different contracts. All 3 end in April of 2023. I have spent hours on the phone with them trying to resolve these matters and seem to get no where!I do not have my response from home warranty with me to upload, but will gladly send a copy to to you if needed.Thank you for your help.************

  Business response

  11/02/2021

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset about the $75 resolution on their claim. The claims manager informed the consumer that they will assist them directly. The consumer was informed that their claim is approved for $210.68. The consumer was sent an updated reimbursement form. The consumer was informed that once accepted they will have their reimbursement check mailed out right away.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 6 year home warranty 11/13/2017. Paid $2145. Constantly following up to get issues resolve due to their process of handling/delaying resolution. Reported electrical issue impacting loss of power to 1/2 of home 10/19/2021 9:09am CT. Claim # ******** assigned to TLW Electric 10/20/21. Spoke to electrician & was told to get ** ***** to come out to check for issue on their end. Cld ** ************ came out within 1 hour & found no issue on their end. Cld electrician back & he said he'd callback with date when we could expect him to come check problem. 10/21/21 still no callback back from electrician. Cld SHW 8:45am & ask for list of other electricians for my area or approval to call electrician of my choosing before end of day. Finally their original tech came 1:30pm CT & found loose breaker connection in outside panel box, which is no longer available. His diagnosis is to replace the entire panel box. He sent *********** to SHW 10/21/21 afternoon. I cld SHW to have approval of replacing box ASAP as it will take 2-3 days to get new box and then get appointment to install. I get email from SHW to send info their electrician had already sent, which I responded to within 2 hours. Made several other calls since 10/21/21 & issue still not resolved. Cld 8:53am 10/25/21 & ask to speak to resolution team or Mgr & wasn't able to. This electrically issue could cause a fire per ** ************* electrician & the issue is expanding into other areas of our home & needs to be resolved ASAP. I escalated issue again this am & still have not received callback. This is 2nd complaint I've turned into BBB against SHW since buying this warranty. Please let me know if you can assist with getting resolved ASAP. Thank you!

  Customer response

  10/29/2021

  Select Home Warranty finally approved and had TLW Electric & Services LLC
  complete the needed electrical repairs, as of 10/28/21. We are satisfied
  with repair and would like to advise that this complaint can be closed as
  work has been completed.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having a home select warranty ******** care policy, that was supposed to fix or replace covered items in my home, i filed a claim on my kitchen refrigerator, which happens to be a commercial refrigerator, on October 14, 2021. A technician was sent to our home to fix it on Oct 23, 2021. The technician found it needed about $900 in repairs and had to call to get approval as the amount exceeded his spend limit. He proceeded to tell me that Select Home Warranty deemed my refrigerator too old and expensive to fix and they would give me $200 to fix or replace it myself . i explained that it us a commercial refrigerator and is worth more than $200 (IRS depreciates commercial equipment over **** years which makes our $8000 frig valued at $3926). The agent referred me to the escalation department who once again said $200 was their remedy. I am asking for the refrigerator to get repaired properly, or the replacement value of $3926, but at this point, i will accept a full refund of money spent on the useless warranty coverage of $449 plus $75 service fee totalling $524.

  Business response

  11/01/2021

  The consumer filed a claim for their refrigerator on 10/14/21. A&E **************** LLC was dispatched to the consumers home for diagnosis. Diagnosis revealed that the compressor needs to be replaced. Unit is approximately 14 years old. Per the depreciation determination the consumer is currently eligible for under $150 towards a new unit.
  
  https://www.***********.com/tools/depreciation/appliances-major/refrigerator/age=14/rcv=2000/
  
  Despite the above depreciation determination the consumers claim was approved for $200 towards the cost of replacement per section 8.3.
  
  8.Select's Option. Select shall have the sole and exclusive option to:
  
  
  iii. In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair,said determination being made by Select, Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;
  
  At the present time the consumers claim is approved for $200 towards the cost of replacement per section 8.3 of their warranty agreement.

  Customer response

  11/01/2021

  
  Complaint: 16057523
  
  I am rejecting this response because:
  The refrigerator is an $8000 commercial refrigerator and using the **** **** year depreciation on commercial refrigerators, it still has a value of over $3900.  The refrigerator will cost even more today for full replacement.  I would like the cost of the warranty refunded as I was told at the time of purchase that all covered items would be fixed or replaced and was not told about the company using depreciation to minimize their coverage.  I would not have purchased such a warranty had I been told that, so I am out $450 plus $75 for the service call I paid for but the service order was declined by the company, totaling $525.
  
  
  Regards,
  
  *************************

  Business response

  11/08/2021

  The consumer rejected our response stating that they have an $8,000 commercial refrigerator.
  
  Our warranty agreement covers basic refrigerators not commercial units. Per the make/model serial number the consumers unit is 14 years old. Since our agreement covers basic standard model refrigerators that is what the consumer is approved for. We do not cover nor do we replace with commercial units. Should the consumer wish to upgrade their unit to a commercial unit they can purchase the unit out of pocket. Per the depreciation determination the consumer is currently eligible for under $150 towards a new unit.
  
  https://www.***********.com/tools/depreciation/appliances-major/refrigerator/age=14/rcv=2000/
  
  Despite the above depreciation determination the consumers claim was approved for $200 towards the cost of replacement per section 8.3.
  
  8. Select's Option. Select shall have the sole and exclusive option to:
  
  
  iii. In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair, said determination being made by Select,Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;
  
  At the present time the consumers claim is approved for $200 towards the cost of replacement per section 8.3 of their warranty agreement.
  
  We have followed the terms of the agreement and provided the ocnsuemr with a determination in accordance to those terms. They have been serviced accordingly.

  Customer response

  11/09/2021

  
  Complaint: 16057523
  
  I am rejecting this response because:  The merchant has made clear that their small print enables them to not fulfill their verbal promises.  I am perplexed as to why they would allow the servicing technician to spend up to $300 on repairs of our refrigerator without need of consulting with them yet  I am only offered $200 the refrigerator.  And now, I am told that they do not cover commercial refrigerators at all, even though that is what I have in my residence.  

  I feel defeated.  I have been clear that a refund of the money I paid for the policy and the service fee would suffice.  Although I continue to believe that would be the best remedy, I am now only asking for for a refund of the policy ($449)  that turned out to be a waste of money,  as it appears they had no intention of covering my appliances from the start.  Utilizing the fine print allows them to depreciate all appliances to zero over a time span they see fit which makes the "replace" part of their "fix or replace" promise useless.

   

  Please help me get a refund of $449 and save a little bit of my dignity.
  
  
  
  Regards,
  
  *************************

  Business response

  11/23/2021

  The consumer rejected our response disagreeing with their determination.
  
  Our warranty agreement covers basic refrigerators not commercial units. Per the make/model serial number the consumers unit is 14 years old. Since our agreement covers basic standard model refrigerators that is what the consumer is approved for. We do not cover nor do we replace with commercial units. Should the consumer wish to upgrade their unit to a commercial unit they can purchase the unit out of pocket. Per the depreciation determination the consumer is currently eligible for under $150 towards a new unit.
  
  https://www.***********.com/tools/depreciation/appliances-major/refrigerator/age=14/rcv=2000/
  
  Despite the above depreciation determination the consumers claim was approved for $200 towards the cost of replacement per section 8.3.
  
  8. Select's Option. Select shall have the sole and exclusive option to:
  
  
  iii. In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair, said determination being made by Select,Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;
  
  At the present time the consumers claim is approved for $200 towards the cost of replacement per section 8.3 of their warranty agreement.
  
  Should the consumer wish to proceed with termination of service they will be subject toc cancellation in accordance to section ****. The consumer will need to confirm their request to terminate service.
  
  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 response

  11/24/2021

  
  
  Complaint: 16057523
  
  
  I am rejecting this response because: the purchased home warranty was supposed to cover my home appliances, which happen to be commercial quality. The warranty company is not covering my appliance because it is too costly for them to do so. Had I known that my appliances wouldn't be covered, I never would have purchased the policy. Therefore, I would like my money back for the useless policy.
  
  
  
  
  Regards,
  
  
  *************************

  Business response

  12/03/2021

  The consumer rejected our response disagreeing with their determination.
  
  Our warranty agreement covers basic refrigerators not commercial units. Per the make/model serial number the consumers unit is 14 years old. Since our agreement covers basic standard model refrigerators that is what the consumer is approved for. We do not cover nor do we replace with commercial units. Should the consumer wish to upgrade their unit to a commercial unit they can purchase the unit out of pocket. Per the depreciation determination the consumer is currently eligible for under $150 towards a new unit.
  
  https://www.***********.com/tools/depreciation/appliances-major/refrigerator/age=14/rcv=2000/
  
  Despite the above depreciation determination the consumers claim was approved for $200 towards the cost of replacement per section 8.3.
  
  8. Select's Option. Select shall have the sole and exclusive option to:
  
  
  iii. In lieu of replacing a system or appliance that is deemed irreparable or it is not cost effective to repair, said determination being made by Select,Select may choose to pay a cash settlement for the irreparable component of the system or appliance. Select is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component/appliance being replaced;
  
  At the present time the consumers claim is approved for $200 towards the cost of replacement per section 8.3 of their warranty agreement.
  
  Should the consumer wish to proceed with termination of service they will be subject toc cancellation in accordance to section ****. The consumer will need to confirm their request to terminate service.
  
  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.

• Initial Complaint

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I am a 68 year old woman who live alone so I search the internet to purchase a home warranty. There were 2 companies listed with decent reviews. On Sept 6, 2021, I contacted Select at ************ who provided details about the service and contracts offered. I was told they had plenty of available contractors and service their customers 24/7 per week and work order response within 48 hours completion. This sounded good. And I was urged to purchase the warranty now and they would discount the fee charged if I signed up with their service so I did. I paid $424.99 with **** for contract # ******** a premium warranty to cover every home system as an upgraded contract. I called them Oct 21 with a plumbing system problem to file a claim for repairs and was told I would get an email of the name and number of the contractor to call, and schedule time for them to come make the repairs. In about 2 hours I got an email saying there were no plumbers in ********** ** available. I could have my own plumber do the work for only $100. I pay the plumber and wait to be reimbursed. I called Selec5t the next morning and told them that was not what I contracted with them to do. They are to provide veted contractors to do the work and not me. That is why I purchased a warranty to have licensed contracted, reliable workers, and not have to ****** search for someone to come into my home unproven. I told them that is a breach of what I contracted with them to do. And what I was told twice by their warranty representatives that they do. I was told on each call, they will find the contractor. If I wanted this hit or miss process of trying to locate some one, I would not have paid for a premium home warranty contract. I told them this is not what the contact I purchased read. And since they are not honoring their own contract, I need all of my money returned for they have breached what I was promised/paid for in full. So I asked for full amount placed on my card.

  Business response

  11/01/2021

  A claims manager reached out to the consumer regarding the complaint filed through the BBB. The consumer was upset that they filed a claim and nothing can be done for them. The consumer stated that they keep being told to secure their own and thats not what they want. The claims manager reviewed the consumers account. The consumer was informed that all technicians have no immediate appointment availability. The consumer was offered to secure their own technician and be pre-approved for up to $150. The consumer did not accept.The claims manager informed the consumer that they are approved for a full refund.
  
  The consumer was refunded $424.99 a full refund back to their credit card on 10/26/21. The consumer should be able to view the refund on their credit card statement within the next few business days.

  Customer response

  11/03/2021

  [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

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLEASE HELP ME SOLVE MY PROBLEM/ISSUES GETTING A REFUND!. CLAIM #******** SELECT HOME WARRANTY (SHW) COMPLAINTS WITH THEM NOT HONORING THE CONTRACT AND VERBAL TELEPHONE AGREEMENT.6-16-21 AT 1:51 PM I SPOKE TO A SALES REP. ********* ********************* PAID $44.42 FOR HOME INSURANCE WITH A TRADE FEE OF $75.00 I ASK HOW LONG DO I NEED TO BE COVERED 100%? ********* RESPONDED SAYING 30 DAYS. SO IF I HAVE INSURANCE KEEP IT FOR AT LEAST 30 DAYS. 9-18-21 AT 11:51 AM I CALLED ************ BECAUSE MY REFRIGERATOR STOP GETTING COLD NEED SERVICE CUSTOMER SERVICE SAID THEY WILL SET IT UP. 9-21-21 THE CLAIMS ***** EMAIL ME SENDING OUT A COMPANY THAT I DID NOT AGREE WITH. SO ASK FOR ANOTHER COMPANY. THEY SET ME UP WITH SEAR.9-25-21 ***** CAME OUT TO FIX MY REFRIGERATOR, THE GUY CALLED IN FOR APPROVAL BECAUSE HE SAID THE INSURANCE COMPANY ONLY GAVE AUTHORIZATION FOR $350.00 AND THE COST WOULD BE MUCH MORE. THEY TOLD THE ***** GUY THAT IT WILL TAKE A COUPLE OF DAYS TO GET AN ADDITIONAL APPROVAL. 9-29-21 I CALLED BECAUSE HAVE NOT HEARD BACK FROM THEM. THEY TOLD ME THEY WILL ONLY COVER THE $150.00 PRO RATE BECAUSE MY ACCOUNT WAS NOT OPEN FOR THREE MONTHS. I TOLD THEM THIS IS FRAUDULENT ON THEIR BEHALF NEED TO SPEAK TO A MANAGER. THEY SAID SOMEONE WILL CALL ME BACK.10- 5 RECEIVED A CALL AT 9:13 AM SPOKE TO MANAGER ****** EXT ****. SHE SAID THEY WILL NOT COVER ME FOR MORE THAN $150.00 ON THE CLAIM. I ASK HER TO REVIEW THE RECORDED MESSAGE AND SHE WILL HEAR ********* GIVING THE WRONG INFORMATION TO ME. SHE SAID SHE WILL GET BACK TO ME. AND SHE NEVER DID.10- 6 GOT A CALL FROM THE CANCELATION ***** THEY WERE GOING TO CANCEL MY INSURANCE. I TOLD THEM DONT I AM NOT CANCELLING IT. IF THEY DO I WILL HAVE ANOTHER COMPLAINT WITH THEM.10-6 12:40 PM **** A MANAGER CALLED THEY ARE STICKING TO THEIR DISCRETION AND WILL NOT PAY MORE THAN $150. ON MY CLAIM. NO MATTER WHAT HAPPENED.10-10 I PAID FOR MY REFRIGERATOR TO GET FIXED $550.00 ***** CALLED ****** LEFT A MESSAGE.

  Business response

  11/01/2021

  The consumer filed a claim for their refrigerator on 9/18/21. A&E *************** LLC was dispatched to the consumers home for diagnosis. Diagnosis revealed that the unit is not cooling well. The compressor is bad. The consumers claim was approved for the full policy allowance of $150 per section **** of their warranty agreement as their claim was filed within the first 3 months of service.
  
  ****. Dimensions, Brand and Color, Limits. Select will not be responsible for matching a system or appliances color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment (hvac), in the first three months of coverage, a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances (non-heating or cooling) in the first three months, a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150, repair/replacement will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event that the part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits. If Freon coverage is selected as an option the limit is $150 for the first three months of coverage and $250 for the remainder of the contract. Furthermore, you agree that during the first 30 days of coverage, no coverage will be provided for replacement of entire systems or appliances of evaporator coils, condensed coils, compressors,control boards, motors of any kind. 
  
  The consumer spoke with multiple representatives. The consumer was explained our terms and conditions at length. The consumer was informed on multiple occasions that their claim is approved for the full policy allowance of $150 per section **** as their claim was filed within the first 3 months of service.

  Customer response

  11/08/2021

  THIS IS THE FIRST TIME SEEING THEIR POLICY IN WRITING  WE HAD A CONVERSATION BY TELEPHONE ON 9/29 WHEN I WAS TOLD THEY ARE ONLY PAYING $150.00 AND AS OF TODAY,  THEY HAVE NOT EVEN PAID THAT. THE PACKAGE I RECEIVED BY MAIL DON'T HAVE THAT VERBIAGE NOT INCLUDED. SELECT HOME WARRANTY IF THEY WANT TO BE FAIR, JUST LISTEN TO THE RECORDED MESSAGE WHEN I TOOK THE POLICY WITH THEIR SALES REP. ********* ON 6-16-21 THE EMPLOYEE WITH THE WRONG INFORMATION BAD BUSINESS SELECT HOME WARRANTY.
  

  
  

  NOT ABOUT THE $$$$ IT'S THE PRINCIPLE OF GOOD BUSINESS AND ******* THE RIGHT THING TO DO WHEN YOUR EMPLOYEE MESS UP. BUT I SEE SELECT HOME WARRANTY JUST WANT TO COVER IT UP.   
  

  
  

  PICKING MY BATTLES!. DEALING WITH THE ANAVIRSEY DEATH OF MY HUSBAND, SISTER, UNCLE!. WITH THAT BEING SAID SELECT HOME WARRANTY YOU WIN THE *** BUT YOU NEED A D RATING!... YOU REAP WHAT YOU SEW.

  
  

  
   

  Business response

  11/12/2021

  The consumer rejected our response stating that they were told they are receiving $150 and to date have not received it.
  
  Diagnosis revealed that the unit is not cooling well. The compressor is bad. The consumers claim was approved for the full policy allowance of $150 per section **** of their warranty agreement as their claim was filed within the first 3 months of service.
  
  ****. Dimensions, Brand and Color, Limits. Select will not be responsible for matching a system or appliances color, brand, or dimensions and only is responsible for repairing and/or replacing systems or appliances of similar capacity and efficiency. The following guidelines will be implemented to provide a repair/replacement allowance. For heating or cooling equipment (hvac), in the first three months of coverage, a $500 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $2000 after the first three months of coverage. For appliances (non-heating or cooling) in the first three months, a $150 repair/replacement allowance will be paid to the customer. This repair/replacement allowance will increase to $500 after the first three months of coverage. For additional coverage options in the first three months a $150, repair/replacement will be paid to the customer. This repair/replacement allowance will increase to $400 after the first three months of coverage. In the event that the part is not available, Select's responsibility is to reimburse for the value of the part up to the policy limits. If Freon coverage is selected as an option the limit is $150 for the first three months of coverage and $250 for the remainder of the contract. Furthermore, you agree that during the first 30 days of coverage, no coverage will be provided for replacement of entire systems or appliances of evaporator coils, condensed coils, compressors, control boards, motors of any kind. 
  
  At the present time the consumers claim is approved for the full policy allowance of $150 per section **** of their warranty agreement as their claim was field within the first 3 months of service.
  
  In order to proceed with the reimbursement process the consumer will need to submit a paid invoice of repairs. Once received we may begin with the reimbursement processed. However, without the requested information we will not be able to send the consumer their reimbursement check.
  
  To date the consumer has not submitted a paid invoice of repairs. Once received we may proceed accordingly.

• Initial Complaint

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this home warranty in January 2021. Put a claim in May 2021 for the furnace not turning on because it was chilly and I decided to knock the chill off in my home. They sent company A out. Company A diagnosed the issue and the warranty company sent the parts to me on Sept. 14, 2021. However, company A never returned to complete the job. I believe they decided to leave this warranty company alone. So they sent company B out to make the needed repair and assured me that they notified company B that the copay would come from them. Company B came out but didn't make the needed repair because they were NEVER notified and expected to receive the $60 payment from me. Next, they dispatched company C (again assured me they told them about the copayment). When I called to schedule the appointment, I asked if they were notified, he said NO so they didn't come to do the work either. However, he thanked my for letting him know because it would have been a wasted trip for him. I expressed the urgency for this repair to the warranty *** and offered to have another company complete it as long as I am reimbursed because they seem to have trouble getting it done and they still have the nerve to continue stringing me along saying that they will find another company. I told them I will return their parts and in return I would like to cancel my 3 year policy (cost over $1000) and issue my prorated refund along with the $60 copay. They then told me that if I ended the policy I would be charged $75 and therefore only receive just $300. $300....but I paid over $1000 less than a year ago so my refund should be somewhere around $800. The math is not adding up. Not only that, I don't want to cancel but I am left with no choice. I held up my end of the contract by paying for it in full for 3 years....they WILL NOT hold up there end by providing me with the needed repair. So in my eyes they BREACHED THE CONTRACT but want to penalize me for attempting to cancel it. UNBELIEVABLE!!!

  Business response

  10/29/2021

  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 and they still have no working heat. The claims manager reviewed the consumers account. The consumer was informed that the parts needed for the repairs have been ordered and shipped out. The consumer stated that the technician wont come out due to payment issues. The claims manager informed the consumer that they have a technician who they can dispatch but the earliest appointment is 11/8. The consumer was informed that if they wish they can wait till 11/8 or secure their own technician once the parts are delivered and they can be reimbursed for installation. The consumer stated that they will think about it and get back to them. 

  Customer response

  10/31/2021

  [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 CAN NOT  truly say this is satisfactory to me until the job is complete because they have done this very thing several times in the past and the job still did not get done. They did reach out and said the repair company will be here on 11/9/21 to make the needed repair. So we will see when that day comes. Thank you.
  
  I .
  
  Regards,
  
  *************************

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Select Home Warranty has refused to give me my owed reimbursement check for a clothes dryer repair claim. When I initially filed the claim, they rejected it, citing it as a maintenance issue. So I repaired the dryer using a repairman I found on my own. I paid $495 to repair my dryer. I then submitted the receipt of parts that were broken and replaced in the dryer, to Select Home Warranty. They then acknowledged via email that this repair is in fact covered by my warranty policy. They stated, per my contract, I can get $150 back for this repair. They sent me the reimbursement agreement via email on 8/24/2021. I signed it electronically the same date, and they acknowledged receipt of my signature on the same day. They then emailed stating it will take up to 30 days to get my check in the mail. Today is 10/23/2021, and I have yet to receive this check. I have called five times and gotten a different excuse as to why the check isn't here yet. The last customer service rep I spoke to told me I wasn't going to get the check and argued with me about it for 45 minutes. He acknowledged the check is owed to me, but he stated I wouldn't get it. I demanded to speak to a supervisor, and they refused that as well. I'm owed this $150 reimbursement, and I want the check mailed to my home immediately.

  Business response

  10/29/2021

  The consumer filed a complaint through the BBB due to non receipt of their reimbursement heck for their clothes washer claim.
  
  The consumer was 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 heck is mailed out.

*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. ↩