Choice Home Warranty
reviews and complaints

Plumbing disaster! Date of service request January 5, 2023.
Policy # [protected]
Claim # [protected]

Leaky pipe in the interior wall between the half bath and the living room. Plumber that was called in said the leak was because of a freeze. My plumbing pipes did not freeze up. This is an impossibility! I live in a golf course community with countless of water pipes through out the community. None of us had pipes to freeze. I have several outside pipes outside that would have froze before an interior pipe if this was the case. My sprinkler system, my in ground pool with pump operating on a timer. I live in South Georgia 20 miles from the Florida border. Our temperatures are mild. My plumbing issue is due to normal wear and tear. Pipes do burst! I asked for a 2nd opinion. The plumber was not able to see the interior pipe inside the wall to make a proper investigation of what caused my leak in the wall. This needs to be handled in a more expedient fashion. I have been inconvenienced too long. Choice warranty came to me with rave reviews. I need to be made whole. I’ve attached pictures of both sides of the wall where the leak is. This is what the plumber used to make his determination.

I contacted Choice Home Warranty and purchased coverage for my home in MN as we will be in AZ during the winters now and my health has made it so I can't do it anymore.
We were still in MN and about 45 days after we signed up my oven stopped keeping the set point, I called Choice Home Warranty and they said ok, and set up and have me a date and time for someone to come to the house and fix it.

When that date came the technician showed up and came in and pulled the oven out and looked all over and said there is no model stamp information sheet and he left.
I called Choice Home Warranty and they said ok we will send someone else out and gave me a date and time the technician would be here to fix it.

(2 week wait for the FIRST technician then the second technician was going to be at the house about 10 days later.
The day the second technician was set up to come NOTHING, no call and he never showed up.
(Now it was about a month since I first called)

I called Choice Home Warranty and they apologized and swore up and down this never happens please give us another chance, this time the person told me "sorry about the problems you have been having and he gave me a date about 2 weeks out and promised me they were sending their top technician out AND he would call me before he comes out.

GUESS WHAT the date came and went NO technician NO call.
Now it's been about 7-8 weeks with no oven.
I paid $1,764.00 for the repair coverage with Choice Home Warranty.

I called Choice Home Warranty and told them I wanted to cancel coverage and refund my credit card I used, and for 10 min went on and on asking"how can we make this right"I told them again cancel my coverage and return the money to my credit card because I'm just go but a new range.

So they transferred me to to"claim resolution department"AGAIN I had to explain all of it to them and ended with"reverse the charges and put it back on my credit card"the person I was talking to was understanding and said"you should see a refund on your credit card in 10-13 days.
I checked with my Credit card and at 2 weeks NOTHING, no reversal of charges from Choice Home Warranty.

So I called Choice Home Warranty again and they transferred me to a couple places where I had to explain the way things got to this point (I'm NOT kidding over an hour) the last person I spoke to corrected me soon as I told her they where going to put the credit back on my card she said "nothing on your account says you wanted the charges reversed to your credit card, (remember this is 2 weeks AFTER I closed my account) she said ok I have submitted everything for a refund check to be mailed out to you and you should expect that check in 30 DAYS and there is a $39.00 cancellation charge.

At that date it would be 6 weeks since I closed my account.
During that 30 day wait I went down to AZ for the winter but had my cousin picking up my mail every day.
The 30 days they said it would take to receive my refund check came and went so I waited another week in case the mail was slow and still had not received the check. I called Choice Home Warranty and explained I had not received the check.

I asked the gentleman I was talking to if he could look and see if the check was processed and mailed out he tells me"we have no way of doing that once we have closed your account and authorized a refund.
I asked him "are you kidding? You expect people to just go along with these games? He said we authorized them to send a check to you 5 weeks ago, so I asked it's 1 week past the date I was told it would be in my mailbox, I asked can't you reissue it?

HE TOLD ME"after 45 days he can reissue me a check for another $39.00 charge" OR I can wait 6 months and then they don't charge me the $39.00.
I called Choice Home Warranty the next day, and asked how much I was being refunded.
I was told I paid $1,764.00 originally and they subtracted 3 months of coverage and a $39.00 cancellation fee.
I explained that NOTHING had been done WHY was I being charged? They couldn't tell me.
So I paid $1,764.00 for the games and run around until 12/21/23 and they sent me a check for $1,518.00.

That means it cost ME $246.00 for Choice Home Warranty to do NOTHING, I spent hours on the phone when they lied to me and would tell me one thing and the next person I spoke to told me something else.

I walked out to my garage, pushed the open button and the door did not lift. The door tried to lift, the operator worked but the screw drive did not lift the door, it just made a grinding sound until I hit the button again.. I disconnected the manual release from the opener so I could open the door and get my car out and the door opened with ease.

I called choice and they sent a tech out. he determined the opener had worn out on the carriage plate and needs a new one. but the parts are hard to find and recommended a whole new opener unit.

my claim is now being denied coverage as they say the door froze close and it broke the part. (an act of nature they said).

this unit is a Stanly and they stopped making them in 2001 and parts are hard to find. I have also found the average life expectancy is around 15 years on an opener. this is when they wear out and fail to operate.

I was then offered $100 check from choice for the repair that is estimated to be around $485.00, from their tech. then I told choice that that was unacceptable as I had paid for a warranty for just this reason and the warranty is supposed to cover 80%.

Then they offered me an additional $50.00 for a total of $150 for the repair that they know will cost close to $500.00.

I felt like they were only offering me that $150.00 so I would just shut up and go away.

the door is still not fixed, and they now say they won't send the check until I send them a receipt for the repairs on the door. The check was in the mail until I told them I felt they were just trying to get me to shut up and go away.

I have never seen a company try so hard to get out of their responsibilities!

I would not recommend this company to anyone. I will try to share my story with everyone I come in contact with, so they don't run into this hassle with this warranty company like I have...

I already paid for 2 years with Choice, but I will find another company for the future and recommend others do the same.

claim number #[protected]

On December 24, 2022, I submitted a claim due to my heater going out. Around January 5, 2022, Choice Home Warranty sent the contractor, Thompson's Heating and Air to my home for an evaluation. This contractor came to my home twice, both being around 10:00 pm at night. The contractor stated that they have to wait for an approval from Choice before they started the work. After receiving an approval from Choice, Thompson's Heating and Air were to return to my home on January 7, 2023. Thompson's Heating and Air stated daily until January 13, 2023 that they were coming to my home to replace my unit, and they never came. I would call Choice for assistance daily with Thompson's not following through with repairing my heater. Choice would tell me different reasons for why Thompson's may or may not have come to my home and to call back the next day. On January 13, 2023, Choice Home Warranty stated that they would reassign my claim. It is now January 17, 2023 and I call Choice daily only to be told that they have escalated my claim and they are working on finding a technician that is in network. Choice said that they have no deadline for finding a technician to replace my heater. Choice gave me a list of in network contractors to call and see if they will do the work. Every contractor that I contacted stated that they will not work with Choice Home Warranty. Choice Home Warranty gave me an option of paying for my own heater system to be replaced and be reimbursed within 30 days. The problem is that I do not have thousands of dollars to pay a contractor to replace my heater and then wait on Choice to decide if they are going to reimburse me. When I call, they only can say that they are working to find someone and they do not have to have a specific amount of time to find someone, so basically, I'm sitting here with no heat until Choice can find someone to replace my heater because it appears that no one is wanting to work for Choice. At this point, there is no telling when someone will come out to do the work that has already been approved.

We recently had an issue with our stove/oven and asked Choice Home Warranty to come out to fix the issue. It is a $1788 stove and they refused to fix it and offered us $338 as a replacement cost. I rejected the offer and they came back with $450. I said it would cost $1323 for me to replace it, and they said it would only cost them $450 and they would send me the $450 in Lowes gift cards to buy it. I can't buy it for their made up cost of $450, no one can. Now I am stuck taking their $450 or doing nothing. Worst part about it is I am in my first year of a 3 year contract.

you will see that I don't agree with a discounted gift card vs replacement. How do I contact someone other than my unhelpful case manager (Victoria James).

Please provide a higher-level contact or a way to converse with corporate.

I'm assuming that you have a Customer Relations and/or advocate department. I would truly appreciate your help. My choice experience has been extremely poor and stressful.

Ron Pimentel

[protected]

[protected]

[protected]@charter.net ot [protected]@gmail.com

On 1/3/2023 I requested service on my heating system. All I have gotten is they have problems finding a contractor who will come take care of the problem. Still no service over 10 days later and it's cold in here!

I feel I have so much invested in the company already that if I just cancel all those monthly payments go down the drain with no service ever provided.

Please help me get someone out here to fix the problem,

Ed Sanders

[protected]@gmail.com

261 Ives Lane

Franklin, NC 28734

Phone [protected]

My pool heater stopped working in October 2022. They could not find a technician. SO I had to find a qualified pool heater repair company. I did they gave me a quote ($200.00) I sent it in, but Choice Home Warranty would not accept it from me. They require the Technician to send the quote. The qualified Technician I found refused to work with Warranty Companies (which should be an indication that qualified Technicians do not work for Warranty Companies).

Choice Warranty sent our ANOTHER technician in NOVEMBER 2022 who came out assessed the unit and NEVER CAME BACK.
A THIRD technician came out sent by Choice Warranty in JANUARY 2023 and he had a whole list of items he wanted to replace without testing ANYTHING. Choice Home Warranty DENIED the claim.
This is insult to injury that we were unable to use our pool or hot tub when our guests were here for Christmas.

This is not the first time the Choice Warranty has FAILED us. Our pool pump went out in July 2022 and they could not get a technician to service us. To keep from having our POOL from turning GREEN I hired a company to fix it. I then submitted the claim and they DENIED it ($550.00).
IF you are looking for a Home Warranty company think LONG & HARD before you buy it from CHOICE.

I have recently submitted three claims to Choice Home Warranty. None have been completed to our satisfaction.

First, on December 1, 2022, I filed a claim about our heat unit making a funny noise. We had a Horizon technician take a look at it. He said it needs to be replaced before it blows up, but Horizon will not work with a home warranty company so we resubmitted the claim on December 20, 2022. I received an email stating: "We have received your claim and it is currently being dispatched to a CHW Technician. Once a CHW Technician is assigned you will receive another e-mail with Company Name, Contact Information, & Date they will be performing the service."

As of today, we still have not received an appointment with a technician. Winter is upon us, and we really need our heat furnace repaired.

Second, on December 20, 2022, I filed a claim about a leaking faucet in our bathroom. We have had to turn off the hot water to it so it doesn't leak. On December 23, 2022, I received an email stating, "A CHW Technician has set an appointment for your claim." Upon speaking with the technician, he said that he will no longer be working with CHW due to slow payment and the paperwork involved. What are we to do now? It has been over a month with no hot water to that sink.

Lastly, I filed a claim on December 20, 2022, in regards to a broken drawer slide/rail in our refrigerator. A technician did come out, but the claim was denied. "It has been determined that the railing assembly has been broken and is now in need of replacement.

Please refer to your terms and conditions section E number 5; CHW is not responsible for this Agreement does not cover routine maintenance or malfunction due to misuse, abuse, neglect, or physical damage. This Agreement only covers failures due to normal wear and tear. In the event coverage is denied, and a You seek to have Us review that denial, We have the right to request routine maintenance records and/or home inspection reports in reviewing Our decision."

I have filed an appeal because I would argue this plastic rail broke due to normal wear and tear and not misuse, abuse, neglect, or physical damage.

They just collect money from you and try their best to deny everything you ask them to cover.

I bought insurance from Choice Home Warranty. I got a plumbing issue and I filed a claim. The plumber they sent to me warned me that the Choice Home Warranty won't cover any problem you have. That was true. The plumber estimated a $400 bill to fix the problem and Choice denied the coverage.

I called the case manager to ask why the case was denied. She was super mean. She tried to find all the fake excuses, but some of the excuses are not even relevant. I argued back all her excuses with a good reason. By the end of the call, she couldn't find any other reasons and just said "I am the boss, it is my decision to decide if it should be covered or denied".

I have to say that I have never experienced such a thing until then. The case manager must live a very unhappy life.

If I could give less than one star I would. I had a simple leak in pipes coming out of water heater. technician found what was causing the leak and Choice told him not to fix it and that I had to make a separate claim and pay a 2nd fee to fix the same leaky pipe coming out of water heater. When I called to talk to someone about it, I got a very rude child that eventually hung up the phone on me because I requested to speak to a supervisor. He actually told me that it was not possible and would not let me talk at all, just kept talking over me, interrupting and telling me that I don't know how its done and there are no supervisors to talk to. when I called back, I got the same story from a much nicer gentleman but he mentioned that I could talk to a supervisor (a big lie that the first child told me was not possible). I was told a supervisor would call me in 24 hours. meanwhile a simple fix has turned into 2 $65 fees and 2 claims to fix one issue and choice WILL NOT work with me to waive any additional fees for sending out a technician that was unable to fix anything because choice denied the original claim when the technician found the problem. Meanwhile my basement is filling up with water and I have to wait 24 hours to talk to anyone from choice. Customer service is horrible, Approval department is even worse. This will be my last contract with choice as this experience has been one of the worst experiences ever with this company. Amazing that this company would make a decision like this knowing full well that it will cost them customers and really bad reviews. Just as I will tell everyone I hear looking for a home warranty, DO NOT USE THIS COMPANY. Go with a better company that will actually help fix stuff it claims to fix. Choice Home Warranty is an absolutely horrible company and is unwilling to work with customers once they have taken your money. You're better off without them. Trust me on that one

I purchased a home warranty (with septic and well coverage) from Choice Home Warranty (CHW) in August 2022 for the home I had just purchased during the same month. Four months later, December 2022, I filed a claim (#[protected]) due to problems with my basement toilet. A plumber, selected by CHW, J's Plumbing, came to my home on January 4, 2023, to assess the issue with my toilet. Minutes later, while the plumber was still at my home making an assessment, I received an email from CHW denying my claim, citing my claim was not covered by the home warranty. The plumber informed me that he needed to snake the toilet to clear out the mainline and that would be $450 (minus the $85 service fee I already paid him) but I will need to submit my claim to CHW after I pay and get a refund for $385 (the total cost of his service fee/repair, minus the $85 service fee). I paid him in full, $450: $85 service fee and $385 for the service repair.

For the prematurely denied claim, I filed an appeal with CHW on January 5th, listing my concerns, sharing that the plumber's assessment appeared to be in line with my warranty coverage, which I stated directly from the coverage booklet from CHW. I also shared that I had the septic system cleaned during the same month I purchased the home so the septic was not backed up and that I purchased septic coverage with CHW. I sent copies of the paid plumber visit and of the septic cleaning that I had done when I moved in this house 4 months ago. On January 5, 2023, I received an email back from CHW stating I had been assigned a case manager (Misty Durden) to review my claim, which seemed like a step in the correct direction. The email included a telephone number and a link to a website for me to schedule an appointment with my case manager, urging me to make contact immediately because I would receive another decision on my claim within 1 day. On January 6th, I called to schedule an appointment; another CHW employee (Daijuan Stewart) answered the extension of Misty Durden stating Misty Durden does not work there anymore and that he is also a case manager, and the decision of my claim still stands. I told Daijuan Stewart I plan to continue with my appeal with my assigned case manager. He told me not to bother because the decision will not change and I need to contact the plumber instead. I reminded the individual that CHW sent the plumber and it is not for me to contact the plumber and work all of these details myself, which is why I am assigned a case manager in the first place. The CHW employee, Daijuan Stewart, was rude and offered absolutely NO customer service on top of the disappointingly premature denial of my claim. I went to the website sent in the email from Misty Durden and scheduled a 15-minute discussion with her as my assigned case manager. Instead I received an email in which CHW canceled my case manager discussion citing Daijuan Stewart spoke with me already.

I believe the Choice Home Warranty company sells fraudulent home warranties with no intention to honor them. I noticed that there is also a class action lawsuit against Choice Home Warranty in the State of Arizona so I am looking into the same for Maryland. I have also reached out to the Maryland Attorney General's office to file a consumer protection complaint against Choice Home Warranty. The way I was treated and the premature denial of my claim with no recourse to speak with someone who gave me no opportunity to discuss my appeal, does not demonstrate this company is legitimate nor worth my business and is highly likely to be treating other consumers the same way. The Arizona class action lawsuit is evidence that there are others like my case in that state so likely the same exists in Maryland.

This may be my second complaint. I have now sued Choice Home Warranty as a last attempt to get them to pay approximately $2K in bills they ran up with my company a year ago. That includes a bill from Home Warranty of America, a company they bought in 2022. They vetted my company, assigned us work orders, authorized the work and then refused to pay for the work. They are utter scumbags.

Run do not walk as far from choice as you can get, the first claim that we filed was for sewage blockage sewage was backing up into our house, choice told us they would have someone here in 4 days, this was a health hazard we ended up getting an outside contractor to fix the problem then spent a month trying to get choice to reimburse us we only got a small portion, 2nd claim august 22 a/c went out hottest week of the summer. When we filed the claim we told them that we had a unit that needed a certified technician to work on it, 5 days later they sent a contractor he took 1 look and said he couldn't work on that unit, 3 or 4 days later they sent another contractor who said he found and repaired the leak and recharged the system. Now to the latest claim dec.22 coldest days just before christmas heat in master suite went out note this is the same unit as in august several days later a different contractor came out found the system had leaked again found leak on pipe at the service valve claim denied.

To Whom It May Concern, Sorry I am not succinct: I am very frustrated. This has gone on for over 2 months.

I received an email from Choice offering $256 for a new dishwasher, I rejected the offer. My dishwasher was a high-end Kitchenaid with a lot of extra features. The warranty states, “comparable item but not brand.” I contested and was directed to a case manager. By this time, the process had gone on for 3 weeks. I had to track down a case manager, and after 15 phone calls, I was given an appointment for almost a week later at 5:30 pm on a Friday. The call took 30 minutes, during which time I was recited the warranty not verbatim but her interpretation. Afterward, I was offered $591 in a Lowes eCard, which would be sent out in 30 days. By now, I am more than four weeks out from my dishwasher failing. Trying to talk with anyone else was a lost cause, but I persevered. I made an additional 20 calls and reached a salesperson who was gracious enough to escalate my issue above the “case manager.” (December 15?) I have not heard anything, so I guess that my complaint was ignored.

This is a lot of work for a dishwasher, but it is the principle that truly matters. My situation has not been resolved, and I have little hope of a satisfactory outcome. I have a sizable investment in my warranties but as of right now, when they expire, I will find a “reputable” company with whom to do business. This is too much work for a dishwasher. Now it is January 6 and still there is no solution.

On Dec 24, Christmas Eve, during the 2022 freeze(!) I woke up to 39 degrees in my house, and I filed a claim online (as CHW doesn't respond to calls). About 30 min later a generic customer support message was posted in my chat, but without any info as to when or if a technician would be dispatched. I tried to find out if anyone will be coming that day, I informed them that my family was sick and couldn't be in the freezing temperature, and that my house will be affected by the freezing temp is my heater was not repaired (this happened to me 2 years prior due to ERCOT - and one of the kitchen pipes had already frozen). I received no response for over 4 hours - they state that they will have a technician scheduled within 4 hours. Since they were not responding, I reached out to my local businesses, found someone who could come, and they fixed the heater. I informed CHW to close the claim and that I will request reimbursement, and they responded - immediately - that they will not reimburse me. I uploaded the receipt, and they declined it. I filed a BBB complaint and they stated that they were not in breach of contract so they will not pay - the contract states they will answer within 4 hours - which they didn't. I declined their response as incorrect - they did breach their contract.

This is the third claim they do not resolve for me in 4 months. This company is simply predatory - they will take your money and provide no service, under the disguise of some of their "terms".

RE: Choice Home Warranty

From: Mike Mueller [protected]@reagan.com

To: JK Toler [protected]@yahoo.com

Tue, Dec 20 at 7:21 PM

Chronology Choice Home Warranty12/15/21

Closed on house at 1221 Boundary School Rd, BurtonTX7835.

$600 was charged in the closing for the Choice Home Warranty. Turned the oven to self-cleaning. The unit locked up.

12/16/21 Called Choice Home Warranty (CHW) about repair. Could not open the oven door. CHW contacted a technician to repair.

12/28/21 Austin from Ness Appliance arrived, unlocked the stove but needed replacement parts that were ordered. Paid $65 for the service call.

1/20/22 Ness Appliance installed the new parts, but the oven needs another replacement probe.

2/1/22 The last part was installed by Ness appliance. 8/11/22

Was cautioned not to use the self-cleaning cycle, before any holiday events.

8/17/22 The self-cleaning cycle was started and only ran through 2/3 of the cycle. An error message was posted on the oven. The unit cooled down and was tried again. The cleaning cycle didn’t complete. Called CHW who assigned the repair to Response via email 1828 hrs. Case # [protected]. Assigning to a technician, later Dre’s Appliance.

8/18/22 Dre’s Appliance never responded. Several phone calls were made with messages and no response. Called CHW who assigned another technician.

8/21/22 Contacted by DJ Appliance. He requested that pictures be sent to him showing what the problem was. Turned the oven on and took several pictures showing the error message. DJ Appliance then asked for the model number and serial number which were sent.

8/22/22 DJ Appliance responded. $65 was paid for the service call. Wilbert replaced the mother board on the oven. Self-cleaning was started and completed. Sent text picture to Wilbert.

9/5/22 Notified DJ Appliance, via text, with pictures, that the oven was burning food on the top and it was raw on the bottom.

Wilbert suggested that we get an oven thermostat to check the actual temperature. He also suggested adjusting the shelves. This was done.

9/6/22 TXT to Wilbert Okay, did as requested. Put the shelf in the center of oven. Put temp at 350. The thermometer show 370. Put the thermometer in the back and the reading was 400.

9/7/22 TXT to Wilbert. Good morning Wilber. Hope you got my last message. Response: Good morning Mike. I did I will look as soon as I can. We are quite busy. But it will be soon. Thanks for your patience.

9/10/22. TXT to Wilber. Not to bother, but the rack is raised. Broiler at 550and 15 minutes later, broiler isn’t heating up. Might help your trouble shooting. Picture sent of garlic bread. Broiler not heating up very much. 12 minutes at 550. Still no rush. Picture sent.

9/14/22 TX via Sandie’s phone. NEED OVEN. What did you find out? Called CHW. Were told, if the technician determines the oven cannot be fixed, they will replace it.

9/21/22 Called CHW. Was told by CHW that DJ Appliance is to respond. TXT Good morning Wilbert. We were told by CHW that you have the service call again. I have an idea to run by you. Give me a call.

10/23/22 Received a call from Zack at CHW, [protected] X2739. Talked to Sandie about the extension of our home warranty for 6 years. The program would be for 6 years, $3,700 with the military price, with 4 consecutive payments of $925. This averages out to $616.67 per year, $51.40 per month for the life of the policy. $75 for service call fees. Was also told that it can be transferred to any home we own. The plan is Choice Ultimate and septic system and pumping and well pump. This policy will start 1/15/2023 until 1/15/28. Policy number [protected]. We discussed the offer and opted to extend the warranty. Got an email from CHW thanking us for renewing with CHW.

CHW charged $925 to Citi card on Oct 23, 2022

10/26/22 DJ Appliance arrived to replace the lower wiring harness. The oven was dropped, slicing Wilbert’s hand. He went to the ER in Brenham. The stove door was smashed and twisted, glass broken, gouging the new wood floor. Left the unit on the floor for the next couple of days.

10/27/22 several pictures of the stove were taken with cell phone.

10/31/22 Sent several pictures to Wilbert with oven sizes, opening size. No response.

11/7/22 Received a copy of the portal information sent to CHW, which was posted 11/7/22 at 1024 hrs, sent from Johnson Johnson (Wilbert at DJ Appliance). Copy of email enclosed. #2. DJ appliance didn’t do the work on the oven so CHW took it as a refusal and referred the work to another technician. It was stated by DJ Appliance “I strongly suggest replacing the oven”.

Called CHW. Talked to Bill and then was transferred to Ivy, Customer Service. They needed to know from the technician if the oven was repairable or needed to be replaced.

11/9/22 TXT to Wilbert. Did you get anything from Choice on repair or replacement of our oven? Response: I recommend to them to replace you (sic) unit. It is under review. As soon as they get back with me, I’ll let you know. My response: Thanks.

11/11/22 Txt between sandie and Dezerea at DJ Appliance. Good evening. How’s everything going? Did Choice do the buyout for the new oven.

Sandie: Not yet. They are stalling probably hoping we will give up and go away. They sent out another technician who said it’s not repairable, so they took that as a refusal.

Called CHW at 1535 hrs to check on the status of our claim. Was told that there would be a decision in 24 hours.

11/12/22 Called 1800 hrs. Closed

11/13/22 Called at 1604 hrs. Closed

11/14/22. Called CHW at 0804. Talked to a male who told me that the technician refused to do the work (referring to DJ Appliance) and CHW is looking for a new technician. Who refused to offer to work. It was recommended that CHW get a new oven and save CHW money in the long run. We are going to have to get another technician to recommend replacement. CHW hasn’t found a technician for the repair. I was told that 80% of the jobs are approved in 4 hours.

Made a 2nd call at 1045. Was transferred to the resolution team. [protected] for the resolution manager. Talked to Kenson at 1100 hrs. Resolution manager. He was reading the file. Was on the line for 51 minutes and the call dropped.

1730 hrs I called and left a message with Zack Jones to return my call. He was willing to help us in the past.

Called back Jarad – Sears [protected].

Received an email at 1738 hrs from CHW with a claim

# [protected]. A&E Factory Service has been assigned the claim, scheduled to respond Nov 16/22 A&E responded

Order #[protected].

11/15/22

Called CHW at 0922. and talked to Ina. Was transferred to Quincy in Resolution Management for 22 minutes. Called Jose B in resolution Dept [protected]. Talked to Oscar. He can’t transfer phone lines.

Sears is still responding. They do know the oven door is broken. Questioned the $65 charge for the service call. Was told that if the call was past 30 days, there would be a charge but in this case there would be no charge.

Email reminder that Sears Home Services is scheduled for Nov 16 2022.

Got a new phone number for CHW [protected]. Talked to Jose B in the Resolution Department. Told that the case is under review.

11/16/22 Email from Choice. Due to unforeseen circumstances your original appointment date with CHW technician A&E Factory Service has been cancelled. Your claim has been updated and is currently being dispatched to a new CHW technician. At 1350 hrs, A&E (Mathias T) responded and told us both that the stove was not repairable. He took pictures and sent them to CHW. No service fee charged as this is a continuing problem, not a new one.

11/17/22 From JK Toler, our Realtor. She talked to Charles at Sears [protected]. He said that CHW was told to replace the oven on service order # 4207271.

I called CHW at 1335 hrs. I was told that the technician refused to do the work. At 1405 hrs I called Sears and to talk to the technician and wanted a copy of the techs report. Talked to Annabell, who represents Sears from Nicaragua. Because she was so hard to understand with her foreign accent, I asked to be transferred to a US representative, which she refused to do. When she was told it is required by law, she still refused to transfer me to a US representative.

Called CHW who claims that the portal information MUST say that the unit needs to be replaced.

11/18/22 Called CHW at 1020 about my refund of the $925 paid. Was transferred back to main menu. Talked to Jewett to cancel. Transferred again at 1030 hrs to Resolution management. Talked to Thomas said we need to have the resolution of this current claim, before we cancel the 6 year extended warranty. Told him to check his portal for a message from Charles at Sears (Info about Charles came from JK Toler, our Realtor.) about replacement. Was told we could get a reimbursement option if we wanted to get our own technician. CHW is going to have Ness Appliance respond. (1:04:38) on this phone call. From JK Toler via Charles at Sears [protected]

11/19/22 Sandie: Did you do a written statement or verbal that the oven needed to be replaced?

D: I sent them a message through their app.

Sandie: Let us know please.

11/28/22 0940 hrs. Michael contacted the Texas State Attorney General office and talked to Ann. Was given phone numbers for the Texas Department of Licensing and regulation, residential department [protected]. The Federal Trade Commission [protected]. Called TDLR and talked to Dina to information. She sent me an email to complete the complaint online. Was told that someone from CHW would be in contact within 24 hrs.

Sandie talked to Wendy a manager in the Resolution Department. At 1013 she said she would get it resolved today and will call back. Wendy was given both phone numbers. At 1530 Wendy returned the call and offered us $704 cash settlement, which we refused. Wendy was informed that the oven was a heat/convection oven, nor a Smart oven, not a double oven but a single oven. Replacement cost of that oven through Kitchen Aid is $3,000. Wendy was advised to check all the web sites and that you cannot buy an oven, no matter what brand for $700. A 3rd contractor is coming out on 12/2/22 Ness appliance. Wendy informed Sandie to call him (Ness, immediately on results). Wendy said that this will be finalized.

Ness Appliance: Appointment time has been changed [protected] hrs. TXT from Ness appliance.

11/29/22 Call from CHW legal department and is responding to the TDLR complaint.

12/5/22 Email from Ness Appliance. Information sent to the CHW portal Kitchen Air, Single Wall oven, stainless, 5-7 years old, mid grade. Good condition, no rust, Model and Serial number, unit has broken door glass and handle. Told verbally by Alex Ness that she put in the CHW portal that the unit needs to be replaced

12/9/22 Sandie called CHW to question how long to review this claim. She was given a brief note and then transferred to the Resolution department at 1530 hrs. Wendy said she would return the call in approximately 20 minutes; she was on the phone with another client. Never returned the call. We waited until 1825 CST.

12/12/22 Sandie talked to Quinten at [protected] X3556 at 1545 hrs. He stated that he would help us get our refund but that we shouldn’t cancel our extended policy because it would muddy the waters. He said that we should settle this current claim before we proceed forward.

12/13/22 Sandie talked to Juan. He is the case manager, which is higher than Wendy to discuss a buyout. Email from Crystal Green needing to contact her regarding this claim. Received an email from Jade Dunn Dec 13,2022 at 1731. Make arrangements to have one time slot. We are to be called on Dec 14 at 0815.

12/14/22 Received a call from Jade D at 0816. Was told that CHW will do a buy-out of $700.. I informed her that this was a $3,100 oven. She checked with another department and then made an offer of $1,012, because this was a convection oven. I also told her that this problem has been going on for one year, that they are falsely advertising on television commercials and that I will file a formal complaint against CHW through the TDLR. But she said that CHW would only pay us with an E card from Lowes. No Visa card, only Lowes. Accepted the offer. Was told that the process will take 2-3 weeks to send out the E card.

12/19/22 Call from CHW at 1202 hrs. Chantel said that the refund of $1012 was denied because the account is past due. We have to bring the account (extended warranty starting 1/15/23) up to date or they will not process our refund. I explained to her that the current policy, which expires 1/15/23 is currently paid for and that the payment was stopped because we no longer wanted to continue service with CHW. That was their official notification of cancellation of extended policy. She checked again and said nothing will be done until we have made the payments for the extended warranty.

Sandie called twice to talk to someone about the refund at 1420 hrs, being on hold for 40 minutes and talking to an agent who refused to give her name. She hung up on Sandie. Sandie called again at 1531 hrs and again was on hold for 33 minutes and hung up on.

The bottom line is that we have been lied to repeatedly by the various staff members of CHW. We can’t cancel the extended warranty policy, until the current claim is resolved.

Then we are told by another department that they cannot finalize the current claim until this extended warranty policy is paid off.

This has been a case of Fraud, from the beginning, and now is turning into extortion and blackmail!

Michael Edward Mueller

[protected]@reagan.com

[protected]

I filed a claim #[protected] on Dec 26 for my hot water heater due to not having any hot water in house and no pilot light on. I followed up today with Choice Home Warranty to check the status and was told once they found a vendor, I would be notified via email. Upon being notified via email, I noticed the appointment date was set for Jan 4, eight days from today which is unacceptable to be without hot water especially in the winter time. I immediately called CHW back and the customer service representative attempted to make contact with the vendor to no avail so she stated she left a voicemail for them to call me. I informed her that if I was not contacted by the vendor by tomorrow morning, that I would be canceling my policy. This is unacceptable!