Select Home Warranty
reviews and complaints

I purchased a SHW in August 2021. In September 2022 I filed a claim for repair / servicing of my central air system. It took 14 days and 6 phone calls for SHW to have a technician come to my house. The technician assessed the problem as frozen coils in the attic part of the system. After 4 days and 2 additional emails, SHW needed pictures of the system with model and serial numbers. In October 2022, an email was received from SHW informing me that they could not honor the claim because it was a Freon issue. The technician informed me that the Freon levels were good. SHW cited the Freon issue as a problem due to the exclusion in the contract. The technician also informed that there are many issues with SHW and contractors because of the payment policies. I would stay away from this company. My mistake is that I am locked in for 6 years and doubt that if I file a claim that SHW will find an excuse not to honor service to their customers. After 10 emails and 9 phone calls to their customer service center in the Philippines,, the service was totally unsatisfactory.

in december 2021 i purchased home warranty for $620 for 1 year. had it 6 months tried to file a claim in june 2022. because my AC unit was not working well. but no one in the area will deal with home warranty companies. because most business's in my area consider them rip offs. our contract says we pay $75 to the company that does the work and if approved select home warranty pays the rest. well after trying numerous times and no one wanted to work with shw they tell us to get someone to do the work pay them $100 and if it qualifies they will pay the rest. we told them that's not in our contract and we want a refund. that's when the nightmare started, select home warranty started by saying we broke the contract. we told them they broke the contract because they wanted us to do something that was not in the contract which was pay $100. and they could not provide a service for the money we paid. after arguing with some of their idiots we were transferred to the loyalty customer service to be promised our $620 back. this was in july 2022 then later in the month we get a check for $276 from select home warranty .to be told you filed a claim we took that off and prorated the return. we returned the check and now we are in october 2022. every time we call they say we will escalate it to upper managment. just got a phone call october 6,2022 only because we reported them to the Better Business Bureau if you3 want6 to know1 more i'm lowell6 stacy4 love9 in cuero. that8 is in0 texas. so5 we can0 get together.

I am writing due to my extreme dissatisfaction and concern around the legality of the way Select Home Warranty does business. On July 27th, I purchased a home warranty from Select Home Warranty from Account Representative Moe Hanley that was supposed to provide coverage for 3 years. The premium for the 3 year period was $1650 which I paid fully up front. I have spent hours on the phone with the company’s escalation department since the time I purchased the warranty. Ultimately, I requested they cancel my policy and refund my prorated premium to which they have refused to do.

Over the almost 12 months I had the policy, I filed approximately 4 claims; one for a roof leak that was denied, one for an oven that was not holding temperature which was not repaired, one for a deep freeze that wasn’t working which was denied and one for a well that wasn’t working which was also denied. After threatening to cancel my policy, “Ron” from the escalation department offered to reimburse me for the part that was required to repair the deep freeze “as a courtesy”. After approximately 10 weeks, and several calls to chase the reimbursement, I was reimbursed $158 which was the cost of the part. Following the rejection of the well claim, I again requested to cancel my account and “Ron” again offered a $200 credit “as a courtesy” to put toward the repair which ultimately cost me approximately $700. I was emailed an agreement that I was required to sign in order to receive the $200 credit. I did not sign the agreement and instead decided to cancel my account because of the constant rejection of claims, the extreme amount of time I spent on hold every time I called the company, the dishonest service reps who never did what they committed to do, and the overall unethical way the company does business. Their number one goal in my opinion is to find a way to reject every claim. I have documented every conversation with dates, times and the contacts I spoke with. On 7/25/22 when I requested my policy be cancelled I spoke with “Tameka” and ultimately escalated to supervisor “Natalie” when I disagreed with the reimbursement estimate Tameka provided. “Natalie” reviewed the refund estimate stating that SHW calculates the refund based on a daily rate minus all payments made by SHW for claims and for any “courtesy reimbursements” paid by SHW. The daily rate is calculated not by the premium I actually paid but instead based on a “non-discounted” premium rate that was never discussed prior to my cancellation nor is contained in the policy. The estimated refund provided by Natalie was $929.05 which included a deduction of $645.95 for 323 days the policy was in effect, a deduction of $75 for a cancellation fee, a deduction of $458 due to courtesy payments (of which $200 was not received as outlined above). At this point, SHW owes me the $200 that was never received. I have spoken with at least a dozen customer svc reps and supervisors who have all told me they would escalate the issue and promised I would receive a response within 48 hours but 100% of the time that has not happened. Today, 10/5/22 I spoke with a supervisor named Charles who said I would not receive the $200 because I cancelled my account. I reiterated that was not even in line with the contract/policy cancellation terms included in the policy. I asked to speak with another supervisor for which he refused to connect me telling me that his was the final say on the situation and I had no recourse. I then demanded to speak with a billing supervisor which he finally did connect me with. After explaining the situation to “David” from billing, he said he would put in a request to have the $200 refunded. He said I would receive a notification within 48 hours.

I am skeptical the issue will be resolved based on past experiences with SHW but I won’t know for sure until 10/7/22. SHW is without a doubt the most horrible company I have ever had to deal with. I will be reporting the unethical business practices to the TX Attorney General and the Insurance Commissioner. From the handling of claims, to the assignment of technicians, to the incompetent customer service and escalations dept personnel, to the calculation methodology upon cancellation where the calculation isn’t even based on the premium paid. The supervisor Charles who told me he has the final say and refused to forward me to another supervisor should lose his job in my opinion.

I filed claim # [protected] regarding my Samsung refrigerator. After the technician looked at the refrigerator and filed his report I never got a call or email regarding my claim which. 2 weeks later I called Select Home Warranty and was told they would not fix my refrigerator and offered me $225.00 for my $2,200.00 item. I asked to speak to a Supervisor and was told they were busy. I called a week later and was told the same thing that the supervisor was busy. I am very upset about this situation that Select Home Warranty has put me and my family through without a working refrigerator for over 1 month. I need to speak to a manager or supervisor to resolve this situation as soon as possible. My name is Ron Montez and my number is [protected]. Please call asap before I go to the Better Business Bureau and my local Consumer Resolution Agent for KRQE Television Station and others if I dont get this resolved.

The purchase of the warranty was easy and I let myself be talked into a 3-year contract for $1215, with the option to cancel for the prorated unused amount after 1 year. I needed to submit my first claim one year after I purchased it. That's when the nightmare started.

My dishwasher broke on Wednesday, 09/28/2022. I did some research and found that it was almost surely the inlet valve. I contacted SHW that morning and was told that they would contact me with a contractor name within 48 hours and that I would be responsible for setting the appointment. I told them that 48 hours was unreasonable, but the rep said that it was usually within the same day.

The good news is that they supplied a name within a couple of hours. That bad news is that they had not vetted the contractor. I called the contractor to make an appointment and the contractor said they had not received what they needed from SHW to schedule and that they would call back when they received the "certificate." Two hours later, I called them and they said they had not received it yet so couldn't schedule. I told the woman that I was writing a heated email to SHW to get them their info. Once I said that, the woman at the contracting company said the repair ticket was in review with a technician and that the tech would be calling me by the following week to set an appointment. I asked if that meant she had the "certificate" and she said yes, indicating that she was lying to me prior to that as this all happened in the same phone call. I told her that contacting me the following week to make an appointment was no acceptable. She said she could not do scheduling over the phone -- the tech needs to schedule.

I then researched this company and found only 1-star reviews stating poor workmanship and unprofessional technicians and the Google entry showed the company as "Permanently Closed." I called SHW and told them what I had found and stated that I needed a reputable company and that they needed to vet their contractors. The rep told me that she couldn't resubmit my ticket to dispatch until Monday to find another contractor. I said that is too long and I wanted to cancel my contract. I was transferred to the Customer Loyalty team who talked me into giving them one more chance and that he would send the paperwork back to dispatch with a note to expedite.

I was then provided with another contractor name. I researched it and the reviews were very favorable. I called him and he seemed intelligent and trustworthy. Unfortunately, he informed me that he had been trying to get registered with SHW for months and was not aware that he had even been approved. He stated that he had received nothing from HSW yet, but that he would contact them and call me back. At his request, I texted all of the info to him. Two hours later, he texted me back that he could not reach them and to have them find someone else.

I then contacted HSW to cancel the contract. The first person kept saying she understood and could take care of this for me. Twenty minutes later, she said she needed to transfer me to Customer Loyalty to cancel the contract. Customer Loyalty, 10 minutes later, told me that a supervisor needed to call me to complete the process as there was no one there with the authority to do it. I said that this tactic was what I had read on all of the negative reviews on HSW and that I had paid by AmEx and I knew they would stick by me, so that I was going to contact them to get my money back if I didn't hear from the "supervisor." In the meantime, I constantly received texts and emails stating that service with each of the above contractors was confirmed and then cancelled at least 4 times for each, and an email stating that I needed to call them during business hours because the claim was still open. I emailed all departments stating that, at this point, all communication needed to be in email form for legal reasons and that the contract was cancelled as of 09/29/2022.

I contacted AmEx, opened a dispute, and they closed the dispute in my favor with a refund of the payment.

Do not waste your money with this company. They know how to take your money but not how to provide the service that you paid for.

During a long bout with Covid, I was not getting enough oxygen to my brain. I did not do EVERYTHING correctly so they are not paying for the toilet or the labor. Then...this stupid damn company has called me 17 times! Every CSR says they will take my phone # off but they keep calling. I am cancelling and would advise people not to contact this company because they will give you phone call Hell. Don't ever do business with this company.

Placed a claim, received email from Esperanza Elec. and Appliance Services, per their email was able to choose a appointment time and date and forwarded this on to this provider, tried to call the number on their email, mail box was full not able to leave a message to confirm my appointment for tomorrow called Select to do a complaint they could not contact this provider either. Thinking Select is bogus company!

On July 20 our a/c went out. I called Select Home Warranty and the said a technician would contact us. The service company came July 27 and diagnosed the problem and said he could fix it then or send the diagnose and cost to Select Home Warranty, the would authorize it and he would come back and fix it. Select Home Warranty was very slow and it would possibly take several months for them to approve it. I told him to fix it and paid for it at that time. They sent the diagnose and cost to SHW. And sent it again 4 more times. I started calling SHW on Sept 1 and almost every day since trying to get reimbursed for the bill. They started by telling me they had not received the bill and after I emailed them a copy of it they have told me that someone would look into it. So far today, Sept 27, they are still looking into it. Extensive time on hold when I call and try to get resolution. They have continually lied about not receiving the bill, not being able to contact the repair company they sent, trying to get a supervisor who is always unavailable, or reaching someone in their resolution department, or having someone call me back.

I purchased a Kenmore refrigerator in March 2020. On 9/4/22, the refrigerator part stopped working. I called SHW and a contractor technician came to do a diagnosis. He found that the compressor malfunction and told me I needed a new refrigerator. He submitted the replacement request to SHW. Then I received an email stating that they could not replace it because it's still under warranty. This is incorrect. This refrigerator is no longer cover by any warranty. This is the third time I experienced a denial by your company. I find SHW useless, as if I have no warranty. Please respond to my request ASAP, I have no refrigerator for almost a month.

My AC went out and I live in AZ. My house got to 88 degrees and when I called to file the claim, I was informed that it would take 1-2 business days to get a tech out to diagnose and then another 1-2 days for them to make a decision...which they denied. I asked when I purchased this plan if I could use someone that was qualified in the field to diagnose/repair and was told "absolutely." When I tried to do this for the AC repair, I was told that I couldn't use my professional unless they didn't have one that could come out within the 1-2 business days. The professional that I contacted could come out within 45 MINUTES. This warranty program is a scam. Stay away from it. They will find any and every way to deny your claim. I thought I did enough research on this but I guess I was wrong. The warranty, customer service, and claims department are all horrid. I asked to speak with a manager and was told that the individual on the phone was perfectly capable of handling my situation and refused to transfer me.

I was contacted by Select about a home warranty and they agreed to give ma a large discount if I paid for 3 years upfront, so I did. My coverage started on 04/09/2022. I have a water leak on 09/01/2022 and called Select. They sent out a plumber who was there for 3 minutes and told me that I had a slab leak which isn't covered by Select, but he could fix it for $3500.00. I declined his offer and called a 2nd plumber. This guy took his time and found the leak was from a pipe under the kitchen sink that ran through a tube and the water ran down hill to the outer wall not in the slab and he fixed it for $1000. We called Select back and sent them pictures of the leak and the Select talked to the plumber prior to him doing the repairs. I call Select to find out how long before they refunded me for the repair. First Select told me that I didn't contact them for approval so it's not covered, then a supervisor (Britney) got on the phone and said I see the note where you talked to claims we have the invoice w/pictures, so I will refer this in for payment. Here it is 2 weeks later and I called Select back and it was if I never called Select at all. Your claim is a slab leak and not covered, oh ok it's not a slab leak, but you didn't get approval, oh you got approval, but we need you to send us the invoice again. This guy is reading me the info from the invoice, but is requiring me to send it to him again. Select is just a dishonest company that wants your money and will not paid out the claim.

Dan Harris

My air conditioner broke, it's a little over five years old. They said they wouldn't cover it because it was at the end of it's life. I told them you could use that excuse for everything that stops working. So they said it was because it was poorly maintained. However, I have professional maintenance records since I have owned the house, which has been over 2 years. They said they needed 3 years of records of maintenance. But I have only owned the house 2 a little over two years. Isn't the purpose of getting a home warranty to cover your bases in case something breaks? Apparently not, 3 years maintenance records required. Shouldn't I get a discount on my rate for the first 3 years then since you aren't covering the air conditioner? By the way, the agents you talk to on the phone cannot do anything, and will not let you speak to a supervisor. One put me on hold for hours while she "was getting someone" when I tried to ask for a supervisor (over her vigorous refusal). Eventually, I just had to hang up. Customer service people are nice, but they can't do anything.

I have the email that states that I requested a technician to come out and look at my downstairs bathroom because I have concerns that my first floor sewer line is leaking and they sent out a technician to diagnose the issue. By the time the technician got here and gave them a potential diagnosis without any diagnostic testing or work done to prove there isn't an issue, they told the technician that they do not cover toilet pulls and that they will not cover any of the work that would be done that would allow them to diagnose my plumbing issue.

Now I may have a continuous leak in my plumbing line, which is covered under their policy [6.3.1. Plumbing System. This Agreement covers the following plumbing system components: (i) line leaks in water, drain, waste or vent lines not caused by damage resulting from freezing or from roots]. IF YOU DON'T ALLOW YOUR TECHNICIAN TO DO THEIR JOB AND TO CONFIRM THE POTENTIAL DIAGNOSIS THEN DON'T BOTHER SENDING THEM OUT IN THE FIRST PLACE.

They lie to me and tell me that they won't cover the issue, even though, they won't even allow the technician to verify the cause of the issue. EVEN THOUGH I KNOW THAT IT IS COVERED.

Secondly, I have water actively draining from my ceiling from my HVAC system because there is a blockage somewhere that the technician is able to fix, but is told that it will take one to two business days for them to determine the authorization status and he has to leave without doing any work to my home. Now I am out $120.00 for someone to be in my home for three hours and to have the technician not be allowed to do a damn thing to help fix my house.

I purchased a 5 year Home Warranty plan for approximately 2,000 dollars and thus far, I am egregiously disappointed as I am not getting my money's worth. Do you JOB. It isn't hard, follow you policy and stop lying and making excuses to why you can't. It doesn't make sense to pay a trip charge for a technician whom you don't allow him to do his job. Next time, I will not pay it unless work is done. Not acceptable.

On 9/9/2022, I called in a repair to a leaking toilet, 9/10 I received a text from Select Plumbers requesting I contact them via text ( I do not Text), so I called Select Warranty on 9/11 and asked them about it. They told me they would be here on 9/15. One 9/12, I call Select Plumbers and told them I was calling about a repair of my toilet on 9/15. The gentlemen said that would not happen and hung up. I tried to call them back later, no go. I called Select warranty about this, and had call several times until I got someone on the phone. After going through above with her, she called and then told me they could not come out until 9/23.(B.S.) I just got a plumber to come out on 9/13. This is the second time on repairs and I am finished with them.

I had my motor go out on my A/C and requested Select for warranty service. I was give a company that told them 4 times they did not serve my area. the callers refused to listen and sent them anyways. i had to call 6 times to get another person. Finally got another company who came out, even though Select told them the work was complete, and found it was the motor. I now have to wait until they receive and approve the maintenance from the A/C to determine if they will warrantee the A/C...This in all has taken well over a week.. The folks you call on the phone will only read from a script and cannot make a decision or get a supervisor. Horrible service, with no relief in sight, especially since i signed a 3 year agreement with these folks.

Submitted claim a month ago. They said they couldn't get a contractor out to my house and to hire my own contractor to do the repairs. I had a contractor come out and give an estimate. My drain pipe to my tub fell off. To fix this issue, the tile and tub needs to be removed per the contractor. Select Home Warranty denied the estimate and said it is a tile or grout problem and they do not cover those issues. My drain pipe fell off, how is this a tile problem? Absolutely horrible company! STAY AWAY!

This is probably a waste of time since reviewing your company track record but I had requested my ice maker built in type repaired on 8-3-22 I also paid extra for the service to cover the unit. A repair service company was contacted and then I was advised by that company they do not do work for Select anymore. I was then advise another company would be contacted. A service repair person arrived I paid my fee, and he advise that I would need a part but would have to contact Select to see if they covered the parts. After waiting a few weeks I was advised that I was to call and speak to a representative for some issue ? After calling I was advised rudely that the parts were approved but not the labor was not covered ( I was advised they took care of everything when I paid ) I have been given the runaround several times and I originally paid over $2000.00 for the contract to cover my home.

I am now going to cancel my service and want a full prorated refund and not a month or two later.

This service is unacceptable and the few I spoke to were rude and very hard to understand on phone.

After taking this under advisement through legal counsel I have started the needed process to rectify the issues at hand.

6/6/2022 Filed a claim for microwave (claim #[protected]), was told the microwave was too old (16 years old) they would replace it. 6/10/2022 Was told they would pay $95.00 because of the age after I was told when I renewed our policy that they didn't base payment on the age of the appliance. The amount was changed to $200.00.

6/13/2022 Submitted a claim for my washer (3 1/2 years old). Claim #[protected]. 6/16/2022 was told that they could not find a repair person in our area and I should find one, they would pay. 6/29/2022 e-mailed the invoice for repair in the amount of $256.02.7/4/2022 was told they would pay $156.00. No one could give reason why the whole amount wasn't approved.

8/27/2022 After many many telephone calls and many many excuses I have not received either check as of today's date.

I can't talk to the same person when I call, they have promised that both checks have been mailed and I will receive them in 7-12 business days and it has been well beyond that for both. No one has told the truth yet.

Attention: Select Home Warranty Company.

Claim/Case #[protected].

This is my case/query and complaint with supporting documents/email trail below/attached.

As of 4/19/2022, I quoted and procured coverage with your Company.

Initiated contact right about the 4/22 per misinformation provided and requested a cancelation of the policy. I was then transferred to the Customer Resolution unit for assistance. The Supervisor listened to my concerns and offered to waive the 1st service as a compromise if I maintained coverage. This agreement was accepted and supposedly documented in my file. I did call back and an Agent confirmed. Premiums were continuously drafted from my account/financial institution thereafter.

In July I submitted a claim about my Over-the-counter micro wave. I was assigned a case #[protected]. Got a confirmation and next steps/required documents.

Complied as instructed. Then the saga began. Several emails/calls/lengthy wait times. Sent invoice/ documents of new oven purchased. I was even informed on a 7/26/22 call that the reimbursement check of $95 will be processed upon my completion/return of a reimbursement form from select home warranty per sect #8 of the contract. Turnaround time 5-7 business days. I inquired for an email option. Form never came. Also, was informed the turnaround time of about 30 days to get a check.

On 8/1/2022, I was shockingly informed that my policy canceled. I was given all kind of explanation and untrue information and I needed to re-instate the policy. This is has a been a nightmare.

On 8/8/2022, I wrote/filed a Complaint to the home office. On 8/16, received an email stating my invoice for the my purchase is not readable.

Highly disappointed!

Victor O.

Definitely NOT worth the money and NOT what they say!

Something as simple as a garbage disposal is NOT covered. The installation is more that what the product costs so they send you a $75 amount and pretty much say "Good Luck" True story!

Also, they don't have repairman affiliations in certain areas and it could tale several weeks to get a repairman out to do the service.