Select Home Warranty
reviews and complaints

We purchased a home warranty policy in May of 2019. On Friday, freezer broke so I called them. First they could not provide a technician because it was the weekend. On Sunday, I received an email from them stating that they could not find a technician in our area and we should obtain our own.
I obtain my own technician through Angie's List and he arrives on Monday who happened to be very polite and the only positive in this situation.
I call Select Home with tech here and he provides all the info. Basically the cost of repair was as much as the cost of a replacement.
Well, Select Home Warranty now states that they do not replace "old" appliances. That contradicts their advertisement of "Fix it or Replace it"
We even told the Select Home Warranty that most of our appliances were old. They said "NO PROBLEM, if we can't fix it we will replace it."
The cost was of repair was $ 998. however Select Home will only give us $100. The cost of a new refrigerator comparable to my present is $1500.
I call it false advertisement!
They gave me a total run-around on the phone. I asked them to justify the $200 when the cost of a new one was $1500. They kept repeating you are only authorized $200. It is like they are reading from a script.

Provided service on 9/24/20 as one of their contractors, called in and was given authorization to proceed, followed all guidelines and completed work submitted invoice for payment on 9/30/20, still have not been paid, every time we call they say it will be 7-10 days, emailed contractors relations person, no response, have 2 other invoices will be past due soon.

Oasis Plumbing and Drain service Inc.
Temecula CA 92592

HI, On October 22, 2020 I put a claim in for my gas stove and on October 19, 2020 I put a claim in for my water heater. When Dead River sent them the information, they found a reason not to pay for either. I had this company for two years and when I needed them, they found a reason not to pay anything. First, they couldn't even find someone to come out and checks things out that I had to find my own repair man. My water heater was completely gone and needed to buy a new one, and when they did a gas leak test, they found a gas leak in my gas stove, so I had to turn around and buy a new one. My husband passed away, so I thought that having this warranty would be helpful, but all it did was take my money for two years and did nothing to help. My e-mail address is [protected]@comcast.net. Thank you, Sheila

My Escrow closed on Sept 17th Checks Sent on the 18th, they didnt activate my account until Oct 1 2020 and now because I have submitted my claim 3 days early, they are saying that these are pre-esiting conditions and will not repair. My Escrow company shows other checkes closing the week of the 20th and they suposidly didnt get my check until that date. We dont have any way of getting this repaired with out paying full cost for a repair man and the policy is a waste right out of the gate. Such bad customer service. :((

I filed a claim on Monday for a dishwasher that leaked all over the kitchen and is filled with water that will not drown. They did not assign a service provider until Thursday after I called four times. They then scheduled a provider based three hours away and who cannot come until next Wednesday, nine days after the claim was placed. I cannot wait that long and will be canceling my service. This is the second time that they could not find a provider for my claims. Customer service is horrible and they will not issued a refund.

In September 2020 I filed a claim for the a/c fan in my house was out. I was told because I had not had records to proof I had the coils cleaned the motor was not covered. The fan motor has nothing to due with the coils. They are in the outside unit. The fan motor was in the house unit. They said they would only pay 150.00. In October, 2020 my pump on my pool went out. I paid 60.00 to a pool company who had me send him a picture of the pump. I waited a week and I had not heard anything from select home Warranty. I called on Friday and got the same answer that it was still under review. I told them I wanted to talk to someone because their policy said an answer on claims would be answered in 24-48 hours. I was told then that it was not covered. When I purchased the policy I paid extra for the pumps to be covered and was assured by the salesmen they would be. They said my payment was due October 22. This was October 24. I told them I had already paid 60.00 for nothing and now you want 40.00 more and your telling me my claim would not be covered. The 150.00 from September was not paid by select home warranty and because I would not pay the 40.00 I would not receive the 150.00 either. My policy was in force and the money is due to me.

I bought Select in March when we bought our home. The oven went out 8/8/2020 and they sent out two people wearing flip flops, ragged shorts and tank top. We paid the 75.00 and never heard again. After repeated calls they sent out someone else and another $75. Never heard back and more repeated calls. Finally they sent email 10/21 stating I could repair/buy a new oven for $250.00. Well 250 will not buy a wall oven. "Barry" the supervisor said it was because of depreciation of the oven. WHAT! When I asked to speak with his supervisor he said he didn't have one. Yeah right! Next our dishwasher went out 9-23-2020 and we are still waiting for someone to come see about fixing that.

Example: They refuse to reimburse as we have tried on prior claim.
Policy #: 1316417
Claim #: 01404191

We have processed your claim for policy #1316417.
You have been approved for a cash reimbursement in the amount of $250.00, 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. In the event the repairs or replacement exceeds this amount you will be responsible for the balance. Please see section 8 of your policy.
Your next step should be:
Should you decide to use this Cash reimbursement to repair your current unit please contact the technician the was assigned to your home by Select Home Warranty. Once you have repaired this unit, please send the paid invoice to claims@selecthomewarranty.com and once received we will send a "Reimbursement Form" to sign and a check will be sent to your home.
Should you decide to replace this unit, you may replace it with any make and model and once you have replaced this unit, please send the paid invoice to claims@selecthomewarranty.com and once received we will send a "Reimbursement Form" to sign and a check will be sent to your home.
Should you have any questions, please call 855-267-3532 Prompt 5.
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Thank you,
Resolution Team
Select Home Warranty

I filed a claim on my warranty plan ID # 1405746 on October 15, 2020 when I first asked about my policy they explained to me that my hot water heater, Air-conditioner, stove top burners, etc. would be covered, I asked specific questions about certain things like hot water heater and air-conditioner I was told they would be covered, I filed a claim on a Thursday, I didn't hear from them so on Friday I called and was told my hot water wasn't covered, I was told that I said my hot water heater had been leaking since May 21, 2020, I was asked when my police started, I told them it started on May 21, 2020 NOT that my heater had been leaking since then, I told them I just noticed it that morning, I told them I wanted to cancel, I was then told it would be a $75.00 cancelation fee that is absurd, I will tell everybody that I know, do not! get Select Home Warranty they are a fraud, this will be posted every where I can with the Better Business Beau, and Social Media. I will not renew my policy when it ends!, this is the worst company I have ever dealt with, also a manager was suppose to return my call, well I received a call and he said his phone was going in and out that he would call me right back well, I never heard from him again.

I have tried to resolve this issue with select's customer svc on several occasions to no avail and keep .Getting conflicting info. I have spoken to mel, steve, mike (who hung up on me), della (a supervisor who told me that the reps are very busy and sometimes do not have time to enter notes because the have to answer so many calls so i have to pay the $60), gayle, troy, anthony, jodie, william (who told me i needed to pay $60 to national svc alliance, a company i never heard of. I also spoke with sara on 9/30 who said she was escalating this case and that derick the mgr would be contacting me...I never heard from derick..Gary adams x6082 also said he was going to escalate the case on 10/6 and would call me back the next day..A call that never came. With all due respect i feel that my case needs to be reviewed by either alex winters vp of cust svc and/or jos schrem, ceo both of whom i have tried to contact to no avail.

On 10/8 i spoke with lionel supposedly in the escalation dept about this issue. It was like he was reading from a written in stone script. He told me matter of factly i owed $60 and he did not want to know why i felt i didn't. He didn't care that the select rep told me she was going to cancel the appt with liberty because the issue was not related to an appliance failure but was an electrical issue, , that was 1 wk prior to the alleged svc call incurring the $60 fee. He said i needed to pay it to liberty or else my contract would remain suspened and my plumbing claim not honored. He told me that as a good will gesture he would waive the svc fee on a subsequent svc call but he advised me not to cancel my contract because i would not be entitled to any refund even though i paid the contract in full and "should have read the fine print". I asked him how select would know when i paid the $60 to liberty so my plumbing situation could be addressed..He said "liberty would call select and inform them". So like a "good neighbor" i called liberty even though i really felt i did not owe this fee but figured i would continue to address it in the future. I spoke with donna the main manager at liberty and told her i was informed by select that my policy was suspended for non-payment of a svc fee of $60. Donna went on to tell me that i did not owe them anything. She said that the $60 was paid to them on 10/6 by select and she would be glad to speak with someone at select so that my acct could be re-instated. Donna can be reached at 888/605-6668 and she is waiting to hear from select.

I can only surmise at this point that at some point either sara, derick or gary did indeed escalate this problem and it was reviwed and deemed legit and paid. Unfortunately, the notes somehow were not entered or whatever..You know as per della no one has the time because they have too many calls.

I am looking forward to hearing from someone at select who has the authority and capability to take care of this deboggle once and for all and release my account so i and select can move forward with the business at hand and please enter the applicable notes that my account is up to date.

I would appreciate a ref # to confirm resolution of this.

Sincerely,

barbara moya
contract 1319792

Three (3) Months ago, we payed for Platinum Service from Select Home Warranty and paid a 1 Year upfront fee. Despite the fact that the language clearly states that "ALL Modules, Components and parts of the refrigerator necessary to the functionality of the refrigerator is covered", Select Home Warranty refused to cover a Service Call on Ice Maker!

They wanted MORE money😡😡😡😡😡 for the ice maker on a Platinum Agreement! It's absurd. I cancelled the contract today.

Filing a claim with Select is futile. The process is a game of how can we decline the claim. I called about my AC coils having a leak and was told that it was due to rust and would not pay. My other AC needed a condenser and they said no because I was unable to find three years of maintenance records.

When calling to cancel I asked several times if they wanted to know why I wanted to cancel. The final response was'No' did not care.

They are more concerned with bringing in new customers than taking care of existing customers

On 22 July 2020, I submitted a claim for my dryer that was making some weird noise and another one for my refrigerator since the water was not working.
On 28 July 2020, they send a technician from ABD to check both items. The technician checked the dryer and said that a part needed to be replaced for the Dryer. He was not able to determine what was wrong with the refrigerator. (The refrigerator is still not fix either, claim # [protected])
Select approved the first part and the technician installed the part. When he took the dryer apart he said, that he needed to order a second part (worth $83.24) since it was broken. He assemble the dryer back together and started the dryer for 2 seconds and said that it was good, but that he need to order a second part. When I went to use the dryer, it was worse than before, it sounded like he didn't put it together right. We informed the technician about his job and he said that he needed to order a second part. As you can see the dryer is still NOT fixed. The technician said that Select Home Warranty has not approved the $83.24 for the part. I have been without a dryer and going to the laundromat since than. I have called Home Select a lot of times (see file) and they kept promising me to escalate my case, and that they will take care of it, but so far nothing has happened. Claim # [protected]. Almost 60 days and the issue has not been resolved.
The service has been a nightmare. I have to call Select Home Warranty almost every day for status and to find out why is taking for ever to fix my dryer. What are they waiting for? The Technician already informed Select what part is needed and the price, but they keep sending him email with different amount approved, which is less than what the part is worth. The Technician says that he is still waiting for Select to approve the correct amount ($83.24). Who do I need to speak to get the service that I am paying for? Why is taking so long to resolve a simple pretty cheap fix?
The refrigerator is another whole nightmare. My policies says something and they claim that it changed, but Select never informed me about the change of policy. I am really frustrated with the whole situation. Working all day and then need to go to the laundromat is really frustrating.

Hopefully someone in the Headquarters will read this and resolve this issue.

This is the email sent to the Technician: See the Note section, where the amount there is less than $83.24.

From: SHW Claims
Sent: Tuesday, September 8, 2020 10:23 AM
To: [protected]@yahoo.com
Subject: Claim # [protected] - Approved!

Dear Valued Contractor,

This claim has been approved!

1. Claim#: [protected]

2. Authorization Code: jl99164A

3. Amount Covered:
Parts: $83.24
Labor: $0
Diagnosis Fee: $0
Tax: $0
LESS Service Call Fee: $0
TOTAL: $83.24

Note: approved for $38.24
jl99164A

Customer Name: ROSA MACLEAN

Customer Address:

1709 FOREST CREEK DR
Hanover, Maryland
21076, United States

Reminder: Make sure the customers deductible has been collected.

Please contact us if you have any questions or concerns.

Thank You

Authorization Department

[protected]@selecthomewarranty.com

Phone: [protected] | Fax: [protected]

ref:_00D1IIm5g._5001IXK3mc:ref

June 18th
Select Home Warranty
Legal Claims Department
1 International Blvd
Suite 400
Mahwah, NJ 07495 CERTIFIED RETURN RECEIPT US MAIL

Re: Claim No. [protected] Kathleen Betancourt 8940 S.W. 192nd Drive, Cutler Bay Florida 33157
Policy Number: 1190698 Date of Filing May 29, 2020

To Whom It May Concern:

The above referenced claim was filed on May 29th 2020. The claim was filed and a local contractor you scheduled visited the home. The contractor confirms that you have not attempted to reach them. It was determined that the damage could not be repaired and needed a replacement of ductwork. The contractor submitted their findings to you along with supporting documents and photos. Since then I have reached out to 3 different contractors and confirmed same. At this time the excess water coming from the condensation ductwork has damaged and continues to damage the ceiling and wood trusses of the house. To date I have not heard back from you, I have telephone logs confirming over 20 calls to you that remain unanswered. When I call or email I am told to wait till I receive an email. When I call your number I cannot speak to anyone as my calls cannot be transferred to a live person, the attendant answering says nobody can take my call. For each day delayed the damage further increases, and mold is present. Which is a result of your negligence and failure to respond. I expect to hear back from someone with a resolution by end of day. Further, my policy contract specifically covers repair or replacement of ductwork once the deductible is paid which I have already done.

Please respond immediately as to your intentions to pay or decline claim.

I have been trying to cancel my policy for 2 months. I am told the process an take 30 days. Each time i call back my policy has been reactivated. This company seems to not want to honor my refund. Horrible company to deal with as the reason for our cancellation had to do with the not sending out a technician as promised.

I am a realtor and my investors have 413 residential units. I purchased select home warranty even thought total home is often the warranty company in my neighborhood. I am so disgusted. I am so aggravated. I am so angry with the manner in which they handled me just now. I bought a 3 year package for $1050. I called them for the first time and they sent a ac tech out from rainbow air. They denied the claim. I called them last week a yr later and they sent repair pro. The tech saw my unit said omg this is the cleanest unit i've ever touched. The sticker said its from 2014. I advised that I have a lindstrom service agreement and stanley steemer cleans my ducts. The tech did'nt even have to do anything to the unit. He diagnosed it and said I need a carrier fan motor. I called carrier, aaa modern ac and the installation company. I gave select home warranty over a week and they keep dragging and stringing me alone. Please help me. It's 96 degrees outside here in florida. I can only imagine how they handle the elderly less internet savvy people. My mom wouldnt be able to comply with what they asked of me. My 86 yr old nana wouldnt be able to comply with all they asked and now I tracked down original owner of my home, obtained the installation invoice from silver air in pembroke pines, clearly showing the installation date, the service records and maintenance records and most recent cleaning and they still are trying to dragging me on my claim. It is a fan motor. Imagine if it were my toilet, plumbing or even my stove and fridge? I am disgusted.

I called Select Home Warranty to get my stove fixed or repaired. I purchased a three year policy from a slick talking sales person. I called and filed my claim in May of this year. I have called every week or every other week since I filed my claim and paid the deductible I have talked to at least 5 different people to get my reimbursement for purchasing a new stove. They keep telling me the check was in the mail. On [protected], I was told by a person in the escalation team he would overnight my payment. Nothing today and they won't connect me to the person I talked to on the 30th. I want my reimbursement check. I live in NC, retired on a fixed income.

company scams customers. Paid 1394 dollars for 3 year contract and after a year they did not provide the services identified in the contract. They stopped communicating all together for months. They did not repair a refrigerator that was broken and denied the claim after I paid their technician to come out. After a year they beginning asking for multiple pictures and making false claims that the repair was due to maintenance. They then cancelled the policy after 1 year and refunded $24.00 with no explanation. 1 year service pro rated is not 24.00. Buyers beware they are company that will start off making you think that it is a good deal but after a year they will deny claims and make any claim difficult and keep your money.

I am disabled and on a ventilator, live alone and I worked on hvac products for over 20 years and live south of chicago so its cold here. Anyhow I had my furnace blower motor go out and since I had a contract with select home warranty I called them and told them about me working on furnaces for 20 + years and that my blower motor went out they told me I should hear from a tech with in 24 to 48 hours well days went by I didn"t hear anything they said wait 24 to 48 hours and I should hear something this went on for a month finally I heard from the tech he confirmed I needed a blower motor he sent in the claim then again another 24 to 48 hours this went on for weeks im still without heat aft. 2.5 to 3 months I ordered the part and told my son how to change it. I had to pay out of my pocket to fix something that I have been paying on for years. I asked to get the money that I had to pay to repair it and they said that since the furnace was now working they were going to close out the repair order because it no longer need repaired. Beware of doing buissness with select home warrenty

Several calls to Select HW since 05/24/19 diagnoses of my a/c needing new motor (Contractor asigned by SHW). I have gotten several differnt responces from agents at customer service but "no repair". As they search for another contractor they suggest I look for one too. Was told 06/12/19: a new contractor had been assigned, but will have to wait for SHW to sent the contractor a work order to do another diagnoses/repair. I will make my 9th call 6/17/19 to get my a/c repaired since it will be 91 plus degrees in Virginia Beach Va this week. This is my first and last time using this company. Horrible service.

I have been trying for 4 days to get Select Home Warranty to send someone out to repair my A/C. They had someone arranged to come look at it but they were a no-show. Now, 2 days later they are unable to provide me with someone else's contact details or a company name so that I can make arrangements to get the A/C repaired. Customer Service has no way of contacting their dispatch department nor can they get them to send me the contact details I have requested. Do not use this company!