My wife and I called Select Home Warranty while on a road trip to discuss covering our rental property. During the course of the very long phone call we asked several specific questions about the coverage. One of the questions we asked was about HVAC/air conditioning units, at which time the salesman assured us that should we have any issues that required replacement the unit would be replaced, hastle-free, with a simple phone call and a $100 visit fee.
About 1.5 months later, our tenants called complaining that the air conditioner was not working. We called Select Home Warranty who sent a technician the next day. After paying $45 for the diagnosis, we could not reach the service company until we called the technician’s personal number who said they could not contact Select Home Warranty. We finally paid an additional $280 out of pocket to send a self-procured technician to temporarily fix the AC. Our tenants went 3 days without AC in blistering Arkansas summer heat.
A week after the initial call, Select Home Warranty finally asked for photos, the serial number, and documentation for annual servicing, all of which we sent them. The next day they called to deny the claim for lack of documentation, which we corrected by telling them we had sent it the previous day. Finally, we were informed the claim was denied because Freon leaks were not covered in the policy.
I complained, called, emailed, and elevated to one of their managers who eventually made an exception to provide us $800 ($300 more than the $500 the customer service representative said they could provide), which falls way short of the $3900 we had to pay to fix the unit.
Now, we are trying to cancel our original 5-year contract, and Select Home Warranty is saying they’re going to prorate their refund, remove all savings we accepted as a part of a promotion, deduct the $800 from the one claim we filed, AND charge a $75 cancellation fee. They promised an email which I have not yet received 3 days later, and after the other horrible experience I have had with them I am dreading the rest of this cancellation process.
Simply put: Select Home Warranty does not provide a warranty service. They will simply take all of your money and provide no service advertised or promised. AVOID AT ALL COSTS.