• Report:  #1532991

Complaint Review: Select Home Warranty - Mahwah New Jersey

Reported By:
Rosemarie - Pensacola, FL, United States

Select Home Warranty
1 International Blvd., Suite 400 Mahwah, 07495 New Jersey, United States
www.selecthome warranty.com
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Buyers Beware

June 16, 2024

 Before I start a copy of this email is going to your corporate office at:

     Select Home Warranty, 1 International Blvd., Ste 400, Mahwah, NJ 07495

The claim number that I was provided is 03087225 

Please see attached below: 

I have a Plumbing Stoppage that started last night (June 16, 2024, at 12:30 am CST), and I worked on our stoppage from 12:30 am to 2:00 am. My husband tried to unclog my kitchen sink and was unsuccessful; 3 (THREE) years that I paid in full for the period of May 10, 2024, to June 28, 2027, with a Platinum Care plan with a service call amount of $65.00. Jace also told me that the Gold and Bronze is a better plan - but how everything is not covered under the Gold and Bronze OR your website in incorrect and your sales department is incorrect. I was told that since I already have a service team, I could use them, and Select Home Warranty would either reimburse them for their service or reimburse me if we had to pay them for their service. 

I have spoken with this morning to:

Jordan called me at 8:11 am and told me that Marissa or Jacob would call me back. They are the supervisors in the claims area.

I spoke with Mark from Benjamin Franklin Plumbing, and we have an appointment today (June 16, 2024) between 12 noon and 4:00 pm. He told me that there was a service charge of $89.00 for just coming out to my home. He would not know how much it would cost to fix my plumbing stoppage and could only provide me with an amount once they came and assessed the issue. 

At 10:28 am this morning, I spoke with Jace; he told me that he did not have a supervisor or boss that he appears was in charge (he was insulting, kept talking over me, told me to read my service contact #7, and that is what will happen), that if a company comes to my home and fixes the repair Select Home Warranty will not pay for their service. Because we must pay Benjamin Franklin Plumbing when they come out, we need to be reimbursed for our service call minus our service call fee of $65.00.

I was on the phone this morning with Select Home Warranty:

06.16.2024 at 7:58 am for 3 minutes until they hung up on me, then at 8:02 am for 5 minutes, at 8:07 am for 9 minutes, and 8:17 am for 6 minutes. I called again at 10:12 am and was on the phone for 14 minutes, then again at 10:26 am for 33 minutes, which was with Jace.

We have been with Select Home Warranty since 04.28.2023 and paid $424.99 for the period from 04.28.2023 to 06.28.2024. I spoke with Allan at extension 5070. My policy number is 225659279.

On 05.10.2024, I paid $1,424.97 for the period from 05.10.2024 to 06.28.2027. I was told we have a Platinum Care plan, which was the best, with a service call of $65.00 because we paid in full for our contract and extended the contract for 3 (THREE) years.

I purchased the Platinum Care Plan, which I saw and was told is the BEST. It covered all the items in your/my home. 

I am distraught about how I was spoken to and the BS I got. Select Home Warranty is a company I have referred other homeowners to and praised your service and understanding. When someone has a 911 emergency, they do not want to hear for 1 to 3 days! We want action right away, and yes, I understand that everyone has their own service needs, and I do not mind waiting; however, not 1 to 3 days. And since today is Sunday and Father's Day, all the service technicians may not be on-call, but there have to be a few. 

So, now I sit and wait for someone to come to my rescue. We are having guests today at 1:00 pm, and I need my kitchen sink.

See below:

COVERAGE DETAILS Please verify that your information below is correct

Contract Holder Rosemarie XXXXXX

Contract Number 225659279

Purchase Date May 10, 2024

End Date December 28, 2027

Renewal Contract Term 3 Year

Covered Property XXXXXXXXXXX Pensacola, Florida, 32514, United States

# of Payments Single Payment Amount/Payment $1,424.97

Subtotal $1,424.97

Sales Tax $0.00

Total Price $1,424.97

Service Call Fee $65.00

Coverage Plan Platinum Care Customer - IS SUPPOSE TO BE THE BEST PLAN - BS


Type of Home Single Family

Size of Home Months Free Under 5000 Square Feet

Executive VIP membership. Fully transferable


Plumbing Stoppage 

Plumbing System


Clothes Washer


Clothes Dryer

Heating System



Water Heater

Microwave Oven (Built In)

Garage Door Opener

Garbage Disposal


A/C Cooling

Electrical System

Ceiling Fan

Optional Coverage Selected

Roof Leak - a0xI000006vyU0QAI



So, we paid in full - $1,424.99 for 3 (Three) years, now we need help, and you are giving me BS. My kitchen sink has a stoppage, and I was told 1 to 3 days before I was above to get a service call.  I am sorry but my problem is an Emergency and cannot wait 1 TO 3 Days!!!!!

I want a manager to call me and explain what and why for me being treated unprofessional, my phone number is XXX.XXX.XXXX.

Action needs to be ASAP; I am not a patient person when I paid for service contract and have to wait 1 - 3 days!

Your system won't let me add after the Customer Service area. I have another letter going out today, plus to my attorney.

This is the letter that I have already in my mail box to go to: 

Business Management:

Mr. Joseph Scott Shrem, CEO, Mr. David Moradi, Director of Customer Service


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1 Updates & Rebuttals


United States
Did you read the contract?

#2General Comment

Tue, June 18, 2024

 You posted a copy of your agreement, but you very clearly did not read it. These guys are a huge ripoff. The agreement doesn't cover 95% of what you think it does. There is no time limit that they have to follow. If they took 6 months to fix your plumbing, that would be acceptable. They exclude almost all likely failures or create other conditions that are impossible to meet. For example, your air conditioner will not be covered if it develops a refrigerant leak, which is how air conditioners fail 99 percent of the time. The water heater coverage doesn't cover leaks or corrosion, which is the only reason a water heater would normally fail. The appliance coverage only covers the depreciated value, which will give you around $100 to replace a washer or dryer. All claims can be denied if you can't provide maintenance records going back several years. I have no idea why anyone would buy such a policy. Oh, and don't bother with your attorney, you can't sue them. There's an arbitration clause.

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