Jane H.

I purchased a 3 year policy in Apr 2020. My first claims open in May 2021 about a cloth dryer. I was told parts will be ordered and delivered on June 15. On June 13, I was informed parts are delayed and won't be in till end of June or beginning of July. Yesterday (June 30), I get a call and was informed parts they ordered was wrong. Meanwhile they don't know what part to order, therefore, a second on site diagnose is needed and they booked us again for next Tuesday 1-5pm. This is already sounds ridiculous enough. After almost 2 months wait, we are back to where we started and I hope there is not another trade call fee for this second visit.

My second claim is opened on June 18 about AC. Same house. Tenant mentioned AC does not producing cold air. It is over 100 degrees daily in CA. Select's AC partner company was out there on 22nd and quoted about $500 to fix it on that visit. Select Home Warranty declined their request, send them home and told me on the 24th that ' parts are being ordered and will be delivered in 3-5 business day'. On June 29, which is the 5th business, of cause, no parts come. I called, asking for a tracking#, no one can provide. I ask when parts will be in. No one knows. I asked when this issue will be solved, no one knows. I called the AC company directly and find out they have the parts and they could have fixed it right then. I called more than 5 times talk to different rep in your company, asking for approval of the $500 quote so the AC company can come out anytime do the work. No one has the power to authorize it. I ask for someone who has the power, no one would forward my request.

The last person I talked with is Ron, supposedly he is a higher rank of customer service. He told me yesterday he will take care of it (June 30) and will get back to me within the same day. But that, again, turns out to be another lie. No call, no follow up, nothing back. I called his extension, left voicemail, I called him again, both times the phone just goes to voicemail directly. The third time I was able to talk to him, but he tells me information that I already knew: 'the parts are being ordered, please wait for the parts to come'. So I trusted him yesterday, thinking he will take of it, turns out that's another trick this company plays just to push me off the table one more day...

Now based on my experience with the dryer parts, I figured out the ' ordering part lead to an endless waiting for part to come yet part never will come, and when dates approaching, someone will say parts ordered were wrong now we need reorder so we go back to the starting point ' is a great cycle of avoid taking care of the issue. After repeating the 'ordering part' trick to the same client - me, I started to see their practice pattern is about how to push the matter into a infinite wait without clearly stating: we are just not gona do it.

Till today, Select Home Warranty is stil playing the 'wait for part' game, even their own AC partner has the part and could fix it anytime. Honestly if the part finally come in December, who is gona need AC then anyways. Ron told me today that the parts will come tomorrow. I asked for a tracking#, again, he doesn't have it. I asked if you don't even have a tracking#, how you know the parts will come tomorrow. He said I trust my college who told me so. Ok, that's what I was told on the 24th, But when time pass by, fact proves it is just a lie on top of another lie.

I recall once trying to get a quote on their website, and more than 10 different sales person called me day after day, trying to sell me a policy. How about, get rid off the 9 out of 10 sales person, use the funds and staff to keep promises, repair whenever needed in a timely manner, to avoid lies and fraud, to build a reputation?

I assert everything I type here is true and based on facts of what has happened.