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Choice Home Warranty
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1.3 1359 Reviews

Choice Home Warranty Complaints Summary

92 Resolved
1258 Unresolved
Our verdict: If considering services from Choice Home Warranty with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Choice Home Warranty reviews & complaints 1359

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J
9:33 pm EDT

Choice Home Warranty Air Conditioning, getting service tech and getting a claim paid for.

On 5-22-20 we placed a claim to get our AC fixed as it was not cooling down our home. We had asked for the Tech that was working on our sons home with Choice Home Warranty. On 5/23/20 we received an email stating that they had assigned our AC issue to the same Tech as our sons. That he would be out on 5-25-20 between 3 and 8pm. I called the Tech that afternoon to see about what time he may be at our home. He informed me that he quit working for Choice Home Warranty as they have not paid him for his services in 3 months and he can not run a business like that. I called Choice Home Warranty (CHW) to inform them that the Tech was no longer working for them and to send out for another AC Tech. On 5-26-20 I receive a message from CHW stating that the same AC Tech was coming out on 5-29-20. I called CHW again and asked if the AC Tech had changed his mind, which he hadn't so they sent out a new email asking for a AC Tech. We live in FL and I needed AC due to health reasons, we had stayed in a hotel prior to getting our AC fixed. I sent back to CHW on 5-27-20 that we would have our AC Service come out and look at the system. Our AC Service came out on 5-28-20. The email that we received back from CHW stated to call this number to get the problem approved. CHW are no longer approving repair over the phone due to Covid 19. My AC Tech tried to submit the claim on CHW Site like they asked for. It would not take it and said "Diagnosis Total Does Not Match". Called CHW to explain the problem and I had the AC Tech fix our AC Unit as we could not get in touch with CHW and I needed the AC. It took over an hour to get an answer from CHW and the Tech had it fixed and was off to another job. CHW had reset the Submit Your Claim and this time it had the AC Tech name that had quit and not add Your Own Tech, so when he came out the next day he still could not Submit the Claim, I waited about another hour on hold to get someone and my AC Tech had already left. I emailed CHW all the paperwork on Submit you Claim so they would have what they needed. still not able to submit claim. On 6-1-20 I informed CHW that we finally got to add "Customer Own Technician". I was informed that the claim was opened so we could submit the paperwork, we still got the same message "Diagnosis total does not match. At time I finally asked for a phone number so I could speak to a real person about submitting my claim and not wait on hols for an hour our so. I sent "Submit Your Claim" to 2 different emails and a copy of the Diagnosis and Cost. I swear the staff at CHW do not read the comments on the Claims. On 6-16-20 I sent CHW the phone number for the AC Company and the AC Tech. Which they had on the Diagnosis and Cost Service Ticket. Only thing I have received and keep receiving is that CHW explains the whole problem on COVID19. I am still trying to get reimbursed for getting my AS fixed. I know I had the AC fixed prior to approval. That is due to the fact that my AC Tech could not get in touch with them due to there problem with the COVID19. As to my sons AC Unit CHW still hasn't been able to find an AC Tech to come out and complete the job that another AC Tech started and quit. They say that is also due to COVID19, but I think it has to other issues like CHW not paying there service providers or the problem the service providers are having in getting paid and approval on repairing items. I would like to receive payment and get my sons AC unit fixed.

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J
7:24 pm EDT

Choice Home Warranty Double oven

Horrible experience. Was told that our double oven could not be repaired and was offered $599 to replace both ovens which is impossible. After being assigned to Marc Ruehle we repeatedly called and emailed with no response. Finally received a return call after .4 weeks. Mr Ruehle was rude, never apologized then stated they only pay up to half the value for a buy out. Amount offered isn't even a third of what it will cost to replace our unit. After reading other reviews I am surprised this guy is still employed. Very disappointed with this company. Do your research. I wish we had

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Alexander Willman
, US
Jul 01, 2020 2:46 pm EDT

I had a very similar situation when my Viking double gas oven (20 years old) could not be repaired. The appliance tech that Choice sent and I paid said parts were no longer available. Choice initially said they would pay $599, which I responded was inadequate for a high end $7K double gas oven. And I cancelled their service since it was obviously not paying for a replacement that their documents said would be done if the appliance could not be repaired. And their reply was since I cancelled the service, they never paid the $599 - A Total Scam.

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M
9:02 am EDT

Choice Home Warranty Deceptive business practice, unethical business practice

Yesterday, June 19, 2020 my credit card was billed for the next 30 days. When I opened the account, I was told that in 30 days I would receive my second billing after opening the account. To that end, me being billed indicated that 30 days had lapsed. After paying my credit card bill, I called Choice Warranty and spoke to a representative by the name of Queenie/Gweenie (it was difficult to understand her) to inquire about making a claim for someone to check my air conditioning system since indeed 30 days had to have passed since I was billed. She takes information including all contact information, and then tells me no will come out because it is preexisting since 30 days would be today (June 20--in less than 24 hours). I then asked why I was billed if 30 days had not lapsed. She told me to read my contract I replied that the same 30 days that dictated the payment due should be the same 30 days that I could request service and that it was an unfair and unlawful practice and that I wanted to speak to a manager. She informed me that I could not speak to a manager because she was working remotely. I explained that there had to be a supervisor even if my information if my forwarded. She repeated to me that she could not forward my information to a manager and to read my contract. I again asked why I was charged if 30 days had not passed and when I opened the account, I was told I would be charged again in 30 days, and again that the same 30 days was for both the consumer and the company. She then said, " I don't know so you want to ask about billing." I replied yes and that I wanted to just cancel my account since I was experiencing unethical practices with them. She then disconnected me--hung up, and I attempted to call back a number of times yesterday, but I continued to be put on hold by recording and twice I opted for the automated option to receive a call back, as opposed to continuing to hold. I did not receive a callback yesterday. At this point, I would like my money refunded.

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7:09 pm EDT

Choice Home Warranty Repair Service

I wanted to let you know about the horrible customer service experience that I received from your company and one of the repair services that you utilize. I have been on the phone with them the majority of this afternoon regarding a repair company called Extreme Appliance. My initial contact with your company was actually to complain about Extreme Appliance and how they unprofessionally handled my claim. They first appeared on my doorstep without any protective gear on (no mask; no gloves). He came in and could not correctly diagnose my issue with the refrigerator; however, he instead guessed that it might be a fan. I explained to him that I've had several service calls on this refrigerator and do not want to keep spending money. I wanted him to be SURE that the fan was the issue. He told me that he would need to go out and make a call to his boss and that he would be right back. He came back within a few minutes and had a ticket written up, and I asked him what was the ticket for, he stated that it was to replace the fan in the freezer. I asked if he was sure that that was the issue, and he shrugged his shoulders and said that was what his boss told him to write up. I then advised him that my freezer has been fixed on several occasions, lasting only a month or so, and then it breaks again. I can't keep paying $45.00 for repairs, and it's not fixing the problem. I asked him if he thought that maybe it needed replacing, he said possibly but that my warranty company would have to determine that. I advised him that you all, Choice Home Warranty, informed me that he would be able to make that decision and submit it to them. He quickly told me that he would have to speak with his boss again and that he would be right back, so he left out and never returned. I attempted to reach out to him to see what happened, and whoever was on the other end of this number [protected]) was extremely rude and sent very nasty text messages to me. He was unprofessional, and I never want Extreme Appliance sent to my home again.

Also, I attempted for three (3) hours to report this experience to Choice Home Warranty (CHW). I did have one supervisor to give me a callback, but since I was told that it would be 24 hours before I heard from anyone, I missed her call. She advised that I could call back in which I attempted to do but to no avail. The phone was disconnected twice, and I was sent to a non-working voice mail, at one point, too. I'm very disappointed with the service I have received from CHW and the repair company you sent out here. I have filed a complaint with the BBB. I want my refrigerator to be replaced instead of paying for repairs that are not working.

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5:24 pm EDT

Choice Home Warranty Service

Several times I called for service & was told that no one in my area would reply. I was advised to get my own repair service & they would cover their cost. The last service call was for my A/C unit which needed 5 Gals of gas. The unit holds 6 Gals. which anyone could tell that there is a leak in the unit. I had the gas replaced & did the necessary paper work required. After waiting several days, I called them to get a status of my claim. I was told to get a leak test done that cost several hundreds of Dollars. I asked what about my original claim be settled and was advised that don't cover leak test & they cover replacing gas in the unit. I can't understand why anyone would tell me to get a leak test if its not covered & have me spend several hundreds of dollars if they don't cover the replacement of gas. I learned that they are a fraud when it comes to repairs. Pay attention & read the fine print

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10:42 am EDT
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Choice Home Warranty Cancellation

Was told when we purchased home warranty that we could cancel within 30 days if the warranty was not what we were looking for. Tried to cancel within the 30 days only to be given the run aroud by representative Joshua. They are given us a hard time in getting a refund within the 30 days. Would not recommend this company to anybody. Customer service is hard to contact.

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12:35 pm EDT
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Choice Home Warranty ac not working

File a claim on 6/7/2020 for my ac, technician came out and replaced one part stated he would return on 6/11 I called him then he stated he would come on 6/12-he was a no show. I began calling and leaving messages for choice home warranty and that is when my nightmare began, it is now 6/16/20 and I have been without air in texas, I went to stay at a hotel for one night due to the extreme heat.

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9:13 am EDT

Choice Home Warranty Refrigerator

Filed a claim for my refrigerator not making ice. Service company called me right away. They sent a technician out, he diagnosed the problem indicating that he needed a part, he collected the service fee. Three weeks later I haven't seen any a repair person. When I call I only get priomises. I have called Choice and still no response. The service tech eventually called and said he would be there the following Tuesday. Never showed up and never called. I called the warranty company again and they contacted the service company. Adams Appliance called me and said they didn't have the part in stock but they never responded that to me before.

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4:41 pm EDT
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Choice Home Warranty Washing machine & customer service

I have called about a problem and am getting no HELP. No one has helped with my problem& no one calls back. This is going on for 3rd day, dirty clothes are piling up. contract # [protected]

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4:58 pm EDT

Choice Home Warranty Air conditioner

This is the worst home warranty company I have ever had. I have been with them for a year and never file a claim until now. They came out to my house and told me that they could not service my air conditioner because it was too old and that I had not kept it clean. They mention due to the wear and tear of my turning the thermostat up and down and not changing my filter, which was a lie. That the compressor was gone. I was assigned a claim agent name Leslie Salas who never answer her extension and could badly speak English. I contact two different company and they both told me that the unit needs replacing. The recommendation from the two company was to contact the Choice Warranty to see if they could assist me with paying for the unit. After carefully reviewing the pricing, I decided to go with the lower cost. Ms. Salas told me that the company would have to go on their Web site, answer the diagnosis questions, and include the price.

Three days went by and no one call. I contact the claim agent and he lie and told me he had a conversation with the Air condition company on 29th of May. I contacted the company and they told me no one has spoken to them from that company. I have been calling every day for a week and I just keep getting a message to remain on the line or leave my call back number, which I have done on several days. I am letting everybody know please do not choose the company they are not reliable and certainly unprofessional.

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5:13 pm EDT

Choice Home Warranty Hot water heater

Buyer beware! I had my hot water heater go out on may 31, 2020. Today is june 2, 2020 and I am still without a hot water heater. Chw sent a technician on june 1st and was told we needed a new hot water ok fine. I was told it could take up to 3 days. Ok, no problem... Well guess what... Still no hot water heater. I have called numerous times only to get the run around. I was told the plumbers charges would be $300.00... These charges were bogues the plumber himself said he never gave chw that amount. I spoke with a manager today and was told it could take another week or so due to supply of hot water heaters... Hahaha yeah right! So, here sit today no hot water and no help from chw. So, if you are looking for a reputable company run fast! Don't waste your time or money! Back to taking cold showers...

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4:40 pm EDT
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Choice Home Warranty Heat pump

Our heat pumped failed July2019 and service was denied due to the heat pumped was not being serviced or maintained properly. Though that is not the case, (it is 13+ years old), they continue to deny coverage.

I received an email from Michael and Sons (the repairing vendor) stating that $1, 461.19 of the claim was solely due to normal wear and tear and not due to poor maintenance. Regardless of me notifying CHW of that email they refused to open a claim they said was closed. I replied that the claim was closed only by them, not by me. They flatly refuse to negotiate. The contact I have for Choice Home Warranty is: [protected] x3451

Rebel and Myrna Umphlett
29May2020

Email from Michael and Sons:
Hi Mayrna Umphellt

We performed a leak repair at 5908 Scalybark Rd. this repair was need do to normal wear and tear on the system and was not do to lack of service or maintenance.

Leak repair $350.90
Dual run cap $236.50
open system repair $874.50
$1461.19 — Jason Litvak
Michael and Son Service
Field Service Manager
[protected]

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4:30 pm EDT

Choice Home Warranty Repair claims

Open claim for waste line block and septic pump out claims, one for plumbing service, 2nd for septic pump out > Septic tank full to ground level Rep ignored plumber request, took 9 days to confirm septic claim. Messed up septic service, arbitrarily cancelled service. additional 11 days with no toilet or shower in wife's bathroom. Limited and slow in all other facilities. Ten calls for hesitance, still no resolution from Choice Home Warranty. Promised phone call from managers no calls, system will hang up on me, no answer from corporate number 16 rings than disconnects. This is the worst Home Warranty co in America.

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9:27 pm EDT

Choice Home Warranty Dishonest practices by choice home warranty

When my ac broke down, choice home warranty, whose principals are mr. Victor mandalawi, mr. Victor I hakim; mr. David seruya, sent a tech who tried to replace the control board on the machine twice and then gave up. The second tech said the entire unit is dead and needs replacing. Choice home warranty said that they do not cover replacement and denied payment. Then I contacted the original company that installed the unit, they said that the only thing I needed is to replace control board and that it will cost $350. I called the case manager mr. Marc ruehle with choice home warranty who said to go ahead and send the bill. A week later he said that this payment has also been denied because I did not get the authorization prior to paying the other company. Obviously this company that was sued several times by states atty generals is perpetrating a legal scam. Policy #: [protected] claim #: [protected]

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1:43 pm EDT
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Choice Home Warranty Hot water heater

I filed a claim because my hot water heater was leaking. The assigned technician came out and determined the hot water heater need replacing, as well the the wiring components needed to be brought up to specs.
Choice Warranty sent a not explaining that the replacement was not covered, rather, only components inside the tank, therefore, I would have to pay $955.

Of course, I disputed the charge and was immediately assigned a Case Manager, via a form letter. After not hearing from my Case Manager in two days, I called and emailed him constantly. Phone calls went to voice mail, emails, unanswered.

After four days of constant calling and emailing, I was finally able to reach him. Of course, he stated he could not authorize additional funds. I said ok, I need hot water, so please send the repairman. I asked for his corporate office phone number and he became unresponsive, then indignant. I thought I was on the way to hot water. Four days later, no contact from my technician. Called the Case Manager back, who apparently assumed I was calling Home Office on him, therefore, did nothing to further my case. Called and sent another email. Then the unthinkable happened. When I got him on the phone, he pretended he couldn't hear me. I called six or seven times, same result. He finally answered and put me on 'hold' for 45 minutes, them hung up.

I finally went into my claim file online and asked for delivery and installation of a hot water heater. After three weeks, my hot water was installed by a very professional and component technician.

Unacceptable!

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2:14 pm EDT

Choice Home Warranty Home warranty service

We've done 4 jobs for them. They claim to pay for a diagnosis and for repair. Everything has to be done through their website. Their website is set up to rip off the repair services in as many ways as they can think of.in the first case, we billed for the diagnosis, then the bill for the parts and repair were rejected, even with their "authorization number" because an invoice had already been ssubmitted for that claim. When I tried earlier to bill for the diagnosis and repair, it was rejected because it was "over the authorized limit." on the second service call, they kept rejecting the repair cost submitted with the diagnosis. After several days, and having to resubmit the same repair cost because of their delays, they finally accepted it but tried to get me to reduce the price over the phone. Now I know to bill for the repair cost, but we are cheated out of the diagnosis cost.in each case the homeowner received poorer quality appliances that what was replaced!

Sorry to say, the poor homeowners will have a lein placed on their home because these creeps don't pay for work they authorize. Stay away! Far far away!

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4:40 pm EDT
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Choice Home Warranty Refuses to pay the repairman for the garbage disposal

We purchased home warranty on 02/09/20 and paid for full year. We requested a repair on our garbage disposal on 05/04/20, repairman came on 05/07 but could not complete repair; came back on 05/08/20 and replaced our garbage disposal. Now Home Warranty refuses to pay the repairman for the garbage disposal because they say we made a claim for a leak under our sink on 02/06/20 - which was denied - therefore, this is a pre-existing condition. We couldn't make a claim on 02/06/20 because we did not get a contract with them until 02/09/20. Called business office and were basically told too bad. They way we did make a claim on 02/06/20 and they can prove it - therefore, the repairman will not get paid for the garbage disposal. These people (and I mean clear up to the main office) are liars, and I wish we had known how dishonest they are before we purchased a whole year worth of useless home warranty on appliances, which they will probably refuse anyway. We will not use them in the future, and would not recommend them to anyone, unless they want to get ripped off.

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9:39 am EDT

Choice Home Warranty Service has consistent gotten worse

Choice home warranty service has consistent gotten worse. The longer I have them the more they refuse my claims.
They also refused my ac claim. They also sent someone out for my gas stove and when it needed to be replaced due to age and the fact that it couldn't be fixed, they refused to replace it. I had to argue for a long time and they offered 200 for a 1000 stove.

Today they told me broken glass inside a dishwasher is misuse. It broke during a wash! Guess I shouldn't own glass or put it in a dishwasher!

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1:13 pm EDT
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Choice Home Warranty Unethical business practice

After a thorough, all-day inspection of a residential property located at 201 Eagle Valley Lane in Liberty Hill, Texas, we purchased the house in the latter part of April of 2018. The residence was built in 2014, and was in excellent condition at the time of our purchase. As responsible home owners, on May 23, 2018, we purchased a home warranty contract with Choice Home Warranty to cover any unexpected problems and expenses.

The air conditioning system worked perfectly for a year. The first date of an issue with our AC system (a covered item) was on April 25, 2019, when I made a claim. A technician was arranged by CHW who supposedly repaired the problem.

The second time there was an issue with the AC I made a claim on December 1, 2019, and again Choice Home Warranty arranged for a technician to make repairs.

Then on March 31, 2020, there was a third issue with the AC and I made a claim. Daniel Siboni, case manager for CHW, wrote on April 17, 2020, "It has been determined that the pressure switches were bypassed and need to be replaced due to an improper previous repair."

It is obvious that there were TWO improper previous repairs since our AC kept failing. Both of those repairs were made by technicians arranged by CHW. It is apparent that those technicians were the ones who bypassed the pressure switches.

On April 16, 2020, at 11:32 a.m., Sheila Izzard wrote: "Thank you for your email. We have contacted the technician and informed him to contact you and schedule the appointment to complete the repair. The technician will be reaching out to you shortly. Thank you for being a valued customer of Choice Home Warranty."

The next day, April 17, 2020, CHW's reply denying my claim was: "It has been determined that the pressure switches were bypassed and need to be replaced due to an improper previous repair."

On 4/16/20, you tell me that a technician will contact me to make the repairs, then the next day, 4/17/20, you tell me that my claim is denied.

Now, I do not consider that fair and a good business practice for CHW to make such a contradiction.

It was stated in an email to me that, " It has been determined that the pressure switches were bypassed and need to be replaced due to an improper previous repair." I think it is obvious that the previous technicians dispatched to make the repairs on my AC were the ones responsible for the improper previous repair which created the "pre-existing condition" which is claimed by Daniel Siboni, the case manager.

I sent a letter dated April 22, 2020, to Choice Home Warranty's office in Edison, New Jersey, and also I sent a letter to Mr. Victor Mandalawi, dba HWAT, Inc., under Choice Home Warranty on the same date. I have received no responses.

Those letters are set out below:

Judy Cox
201 Eagle Valley Ln.
Liberty Hill, Texas 78642
[protected] ~ [protected]@gmail.com

April 22, 2020
Choice Home Warranty
1090 King Georges Post Road
Building 10, Suite 1007
Edison, NJ 0883 Policy #[protected]
Claim #[protected]

To Whom It May Concern:
On April 21, 2020, I attempted to talk to Daniel Siboni, the case manager who was assigned to my claim. It was extremely difficult to carry on a conversation with him since he talked practically non-stop, not allowing me to ask questions or giving me the opportunity to state my case. Finally, I had to talk over him in order for him to listen to me at all. He was too busy telling me that my claim was denied. I take great issue with this denial. Below are the reasons:

On April 23, 2019, and on December 1, 2019, when my air conditioning unit failed, I filed claims both times and Choice Home Warranty sent out technicians to make the repairs, which obviously were improperly done because my AC failed again on March 31, 2020, so I made a third claim.

The technician that CHW sent out on April 3rd, 2020, discovered that the two previous technicians had made what I call Band-Aid repairs which only kept the unit operating for short periods of time as indicated by the dates of failure. CHW is now calling this a "pre-existing condition". The "pre-existing condition" was caused by the previous two technicians who obviously were incompetent since my AC was not properly repaired. Of course, I had no knowledge of that until March 31st when the most recent technician you sent out from Absolute Indoor Comfort, LLC, diagnosed the problem and has the expertise to repair it properly.

The case manager has refused my claim for repairs. Due to the facts surrounding this issue, that certainly is not a common sense approach. CHW's denial of my claim is totally unfair and blatantly wrong.

Mr. Siboni kept repeating to me that due to the "pre-existing conditions" the repairs for my AC are denied. What kind of business is Choice Home Warranty? If you weren't going to cover the proper repairs for my AC, why did you send out technicians for the first two claims?

Now, here is another issue which CHW has created. Can you explain to me the contradiction set out below?

On April 16, 2020, I received an email from Choice Home Warranty
which said that a technician would be contacting me to schedule an
appointment to complete the repair of my AC unit.

Then the next day, on April 17, 2020, I received another email from CHW
which said that CHW denied my claim because "It has been determined
that the pressure switches were bypassed and need to be replaced due to an improper previous repair."

Your CONTRADICTION is an unethical business practice and is totally unacceptable to me, "a valued customer" (a quote in an email sent to me).

Well, who is responsible for that "improper previous repair"? CHW is responsible. CHW sent the incompetent technicians out to my home to make that "improper previous repair, " and now I'm told my present claim is denied. Wow! That makes a whole lot of sense, doesn't it?

I have paid three service call fees and my air conditioner is still not properly repaired because CHW has refused to do so.

Mr. Sarboni, the case manager was very difficult, rude, and unprofessional. It was obvious to me that he already had his mind made up to deny my claim and was extremely reluctant to hear any comments I tried to make. I had to interrupt and talk over him to try to state my case or to say anything on my behalf.

I finally had to talk over him to interject through his diatribe that if CHW wouldn't cover the repairs for my AC, that I would not renew my contract. I said, Why do I even need a policy if you aren't dependable and won't honor my contract? He had the audacity to tell me that CHW would cover my home appliances, et cetera, so why wouldn't I want to renew my contract. Does he think I'm stupid? I am not! Since your company is refusing to repair my AC, don't you think there's an excellent chance that I wouldn't be able to depend on CHW to cover repairs on any future claims I may need to make should one of my appliances fails or something goes awry with my plumbing system or electrical system?

Due to dealing with Mr. Sarboni's attitude and my frustration in trying to converse with him, I asked him for the name and phone number of his direct supervisor, which he refused to give to me. He claimed he had no supervisor, that he was the manager and he would continue to deny my claim no matter how many times I made it or what I did. I also asked for the location and address of CHW and he refused it by saying it was a matter of security.

Then this rude, unprofessional, so-called case manager, Mr. Sarboni, broke our telephone connection as I was still trying to converse with him. In other words, he terminated my phone call. Can a so-called case manager be any more unprofessional?!

I am thoroughly disgusted, disappointed, and angry. I feel that I have wasted my money on a home warranty contract with Choice Home Warranty. At this point, I would never recommend this company to anyone! I plan to notify the Consumer Protection Division of the Texas Attorney General's Office of CHW's unsatisfactory and unfair business practices, i.e., refusal to honor my contract in a fair and just manner.

Should you glean an understanding of my position in this matter and choose to conduct your business in a professional and responsible manner and rescind your denial of my claim, please respond to me as soon as possible. Otherwise, I would appreciate a refund for the remainder of my contract with you which terminates on August 23, 2020.

Sincerely yours,

Judy Cox
________________________________

Letter to Mr. Mandalawi set out below:

Judy Cox
201 Eagle Valley Ln.
Liberty Hill, Texas 78642
[protected] ~ [protected]@gmail.com

April 22, 2020

Mr. Victor Mandalawi, Owner
Choice Home Warranty
HWAT, Inc.
515 Congress Avenue
Suite 2300
Austin, TX [protected] Policy #[protected]
Claim #[protected]

Dear Mr. Mandalawi:

Enclosed is a copy of the letter I sent to Choice Home Warranty's office in Edison, NJ.
The letter explains my situation and the issues I have with CHW/HWAT.

I am requesting that you see fit to intervene with positivity to resolve my issue and rescind the case manager's decision that denied my claim of March 31, 2020. Please advise me at your earliest convenience.

Thank you for your time and consideration in this matter.

Sincerely,

Judy Cox

_____________________________________

Below are the emails sent between CHW and myself:

Claim Details #[protected]
Claim Date: 03/31/2020 Appliance Air Conditioning Units 1 Issue Not Cooling Last Time Working 03/31/20
More Notes Unit constantly running but not cooling.rnAt times the outside unit will not come on.
Claim Updates
Choice Home Warranty:

(03/31/2020): Absolute Indoor Comfort LLC has been assigned to your claim and an appointment has been scheduled for Wednesday April 1st, 2020 between the hours of 03:00 PM and 08:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for Absolute Indoor Comfort LLC is [protected]. Upon the technicians arrival you will be required to pay a $45.00 service call fee.
(04/16/2020): I've had no response from you since your email of 4/10/20 so I called the tech who was last here and he said he was told that the repair is the responsibility of the previous company that came out when my AC was out. Why haven't I heard from you or anyone else to resolve this situation and COMPLETELY REPAIR my air conditioner? I've been patient since I contacted you regarding this issue on March 31st. It is now April 16th. PLEASE HAVE SOMEONE correctly repair my AC. Also, I would appreciate being kept in the loop regarding this issue. Thank you, Judy Cox
Choice Home Warranty:

(04/16/20 11:32 AM) Sheila Izzard: Thank you for your email. We have contacted the technician and informed him to contact you and schedule the appointment to complete the repair. The technician will be reaching out to you shortly. Thank you for being a valued customer of Choice Home Warranty.
Choice Home Warranty:

(04/17/2020):
Friday April 17th, 2020

Claim [protected]
201 Eagle Valley Ln
Liberty Hill TX 78642

Dear Judy Cox,
This letter is in reference to your Air Conditioning claim. We have been processing your claim for coverage and a determination has been reached.

During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to repair or replace, at our expense, the systems and components mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and

Become inoperative due to normal wear and tear; and

Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Your claim was submitted on 03/31/20 and was assigned to Absolute Indoor Comfort LLC on 03/31/20. After the appointment date on 04/01/20 the technician submitted details pertaining to your system failure.

It has been determined that the pressure switches were bypassed and need to be replaced due to an improper previous repair.

Please refer to your terms and conditions section F number 11; we are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer's defect, and any modification to the system or appliance.

Appeal Rights

You may request a review of this claim in writing by visiting https://www.choicehomewarranty.com/cads/claimreview.php?ccid=g11FTEoCsP2-ZbwUyguHN7R8D-LtczK0M_FjH5o-Ckw. The request for review must be sent within 7 days of receipt of this letter and state the reasons why you feel your claim should have been approved.

Nothing contained in this letter should be construed as a waiver of any rights or defenses under the policy. This determination has been made in good faith and without prejudice under the terms and conditions of the contract, whether or not specifically mentioned herein.

Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs.

Sincerely,

Team CHW

* Click Here to view complete limits of liability and any exclusions. CHW offers service contracts which are not warranties.
________________________________

(04/20/2020): ADDITIONAL COMMENTS to my email dated April 17, 2020:

TO: Case Manager
FROM: Judy Cox

Over the weekend I had an opportunity to cogitate further the issue at hand.

NUMBER ONE:
As set out below, CHW has completely contradicted itself since it is stated in the email of April 16, 2020, that a technician will be contacting me to complete the repair on my air conditioner. Then on April 17, 2020, I received
an email stating that CHW is not responsible for repairs. Those two emails are completely contradictory. Your position on this matter fails to meet good and fair business practices. If this is the way "a valued customer of Choice Home Warranty" is treated, why would future customers be interested in doing business with your company?

Your email of April 16, 2020:

"Thank you for your email. We have contacted the technician and
informed him to contact you and schedule the appointment to
complete the repair. The technician will be reaching out to you
shortly. Thank you for being a valued customer of Choice Home
Warranty."

Your email of April 17, 2020:

"This letter is in reference to your Air Conditioning claim. We have been
processing your claim for coverage and a determination has been reached.

"During the coverage period, our sole responsibility will be to arrange for a
qualified service contractor to repair or replace, at our expense, the systems
and components mentioned as ‘Included' in accordance with the terms and
conditions of your contract so long as such systems and components:

1. Are located inside the confines of the main foundation of the home or
attached or detached garage (with the exception of the exterior
pool/spa, well pump, septic tank pumping and air conditioner); and
2. Become inoperative due to normal wear and tear; and
3. Are in place and in proper working order on the effective date of this
home warranty contract. This contract does not cover any known or
unknown pre-existing conditions. Coverage is for occupied, owned or
rented residential property.

"Your claim was submitted on 03/31/20 and was assigned to Absolute Indoor Comfort LLC on 03/31/20. After the appointment date on 04/01/20 the technician submitted details pertaining to your system failure.

"It has been determined that the pressure switches were bypassed and need to be replaced due to an improper previous repair.

"Please refer to your terms and conditions section F number 11; we are not
responsible for repairs related to inadequacy, lack of capacity, improper
installation, mismatched systems, oversized systems, undersized systems,
previous repair or design, manufacturer's defect and any modification to the system or appliance." ?

NUMBER TWO:
Abel, the technician with Absolute Indoor Comfort, LLC, apparently has the expertise and skill to repair my AC properly, but CHW is telling me that it is not responsible for the repair at this point. Does that make sense to you? The reason I paid for a home warranty contract was to cover repairs, and my AC is included as a covered item. If you aren't going to provide me, "a valued customer of Choice Home Warranty, " with coverage on my AC due to normal usage, then for what reason do I need home warranty coverage?

NUMBER THREE:
I have paid fees for three service calls and my AC is still not completely and properly repaired.

I would appreciate a fair solution to this issue, and I thank you for your time.

Judy Cox
Choice Home Warranty:
___________________________________

(04/20/20 10:36 AM) Daniel Siboni: following up
Choice Home Warranty:

(04/20/2020): Dear Judy Cox
201 Eagle Valley Ln
Liberty Hill, TX 78642

RE: CLAIM # [protected]

I received your voice message for claim number #[protected] and returned your call. My priority is to assist you through the claim review.

Please call back at your earliest convenience at [protected] Ext 3946. If I am on the phone, I will return all voicemails in the order they were received. Please leave a voicemail with your name, property address, claim number, and the best available phone number. Please speak clearly as all voicemails are transcribed to email.

Kind Regards,

Daniel Siboni | Case Manager
Choice Home Warranty
V: [protected] Ext: 3946
E: [protected]@choicehomewarranty.com

__________________________________

Note sent to CHW on April 30, 2020

After a thorough, all-day inspection of a residential property located at 201 Eagle Valley Lane in Liberty Hill, Texas, we purchased the house in the latter part of April of 2018. The residence was built in 2014, and was in excellent condition at the time of our purchase. As responsible home owners, on May 23, 2018, we purchased a home warranty contract with Choice Home Warranty to cover any unexpected problems and expenses.

The air conditioning system worked perfectly for a year. The first date of an issue with our AC system (a covered item) was on April 25, 2019, when I made a claim. A technician was arranged by CHW who supposedly repaired the problem.

The second time there was an issue with the AC I made a claim on December 1, 2019, and again Choice Home Warranty arranged for a technician to make repairs.

Then on March 31, 2020, there was a third issue with the AC and I made a claim.
CHW wrote on April 17, 2020, "It has been determined that the pressure switches were bypassed and need to be replaced due to an improper previous repair."

It is obvious that there were TWO improper previous repairs since our AC kept failing. Both of those repairs were made by technicians arranged by CHW. It is apparent that those technicians were the ones who bypassed the pressure switches.

On April 16, 2020, at 11:32 a.m., Sheila Izzard wrote: "Thank you for your email. We have contacted the technician and informed him to contact you and schedule the appointment to complete the repair. The technician will be reaching out to you shortly. Thank you for being a valued customer of Choice Home Warranty."

The next day, April 17, 2020, CHW's reply was: "It has been determined that the pressure switches were bypassed and need to be replaced due to an improper previous repair."

On 4/16/20, you tell me that a technician will contact me to make the repairs, then the next day, 4/17/20, you tell me that my claim is denied.

Now, I have a question for you: Do you consider that fair and a good business practice for CHW to make such a contradiction?

It was stated in your email to me that, " It has been determined that the pressure switches were bypassed and need to be replaced due to an improper previous repair." Don't you think it is obvious that the previous technicians dispatched to make the repairs on my AC were the ones responsible for the IMPROPER PREVIOUS REPAIR which created the "pre-existing condition" which is claimed by Daniel Siboni, the case manager?

I would appreciate fair and honest answers from your company.

Sincerely,
Judy Cox

________________________________

As of this date, I have no response to my letters or recent note. If CHW refuses to repair my AC, after my request for fairness and reconsideration of my claim, I would like a refund for the remainder of my contract which terminates on August 23, 2020.

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Choice Home Warranty Service or replace hvac

12/26/2017, my contract starts with Choice Home Warranty, I paid them 2327.50 for 5 years because they consider me senior over 50 years old. On Feb 2018 I called this company to fix my AC/heating system, someone came and fix it but the company denied paying $600 with $45 showing up fee. They said you fix it this time and next time we will be responsible. I called on the 12/15/2018 to inform them that my bill is very high and there is something wrong with the heating system, I told them I'm working and prefer weekends. They contacts technicians and I had to tell them only weekends until AVS company send their tech and after checking he said it's old and needs replacement. Called the company many times to see when is the next step and when they will authorized. Every time I called they said AVS didn't send the diagnosis, I called AVS Danny the manager, he said I already submitted, back and forth many times until 2/9/19 after I called and was angry with the case Manager Salahudeen telling him that there is miscommunication and needs to get it done today, then immediately I saw the denial in the email claiming that (It has been determined that the system is excessively low on refrigerant and unable to cool the home properly) while the tech says something else. It seems they denied all customers with this statement, also after calling Danny AVS company that they end his contract and didn't pay him his dues. They gave me $250 so I can go away and deal with it.
They have to replace the AC/heating system as they advertised. I hired them for peace of mind but couldn't find it with this company

May

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Choice Home Warranty In-depth Review

Overall Rating: Choice Home Warranty provides excellent coverage and value for homeowners looking for peace of mind and protection for their home systems and appliances.

Coverage Options: Choice Home Warranty offers comprehensive coverage options for a wide range of home systems and appliances, ensuring that homeowners are protected against unexpected repair or replacement costs.

Claim Process: The claim process with Choice Home Warranty is straightforward and hassle-free. Homeowners can easily file a claim online or over the phone, and the company promptly dispatches qualified contractors to address the issue.

Customer Service: Choice Home Warranty is known for its exceptional customer service. Their representatives are friendly, knowledgeable, and always ready to assist homeowners with any questions or concerns they may have.

Pricing and Value: Choice Home Warranty offers competitive pricing and excellent value for the coverage they provide. Homeowners can choose from different plans to suit their needs and budget, ensuring they get the best value for their money.

Contractor Network: Choice Home Warranty has a vast network of qualified and reliable contractors who are available to handle repairs and replacements promptly. This ensures that homeowners receive quality service and have their issues resolved efficiently.

Transparency and Communication: Choice Home Warranty maintains transparency in their communication with homeowners. They provide clear and detailed information about coverage, terms, and conditions, ensuring that homeowners are well-informed throughout their contract.

Customer Reviews and Feedback: Choice Home Warranty has received positive reviews and feedback from satisfied customers. Homeowners appreciate the company's prompt and efficient service, as well as their commitment to customer satisfaction.

Additional Benefits and Features: In addition to their comprehensive coverage, Choice Home Warranty offers additional benefits and features such as 24/7 customer support, emergency service, and a generous reimbursement policy.

Industry Reputation and Accreditation: Choice Home Warranty has a strong industry reputation and is accredited by the Better Business Bureau (BBB). This accreditation reflects their commitment to ethical business practices and customer satisfaction.

Comparison with Competitors: When compared to competitors, Choice Home Warranty stands out for its extensive coverage options, competitive pricing, and exceptional customer service. They consistently deliver on their promises and provide homeowners with the peace of mind they deserve.

Conclusion and Recommendation: Overall, Choice Home Warranty is a reliable and trustworthy choice for homeowners seeking comprehensive coverage for their home systems and appliances. With their excellent customer service, competitive pricing, and extensive network of qualified contractors, they provide homeowners with the protection and peace of mind they need. We highly recommend Choice Home Warranty for anyone looking for a reliable home warranty provider.

How to file a complaint about Choice Home Warranty?

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3. Writing the title: In the 'Complaint Title' field, provide a concise summary of your main issue with Choice Home Warranty. This title should be clear and to the point, allowing readers to understand the essence of your complaint quickly.

4. Detailing the experience: In the complaint details section, describe your experience with Choice Home Warranty thoroughly. Mention key areas such as customer service interactions, the quality of the service provided, delays, or any miscommunication. Include specific details about transactions, such as service dates, warranty coverage issues, and any refusal of claims. Clearly articulate the nature of the problem, steps you took to resolve it, including any communication with Choice Home Warranty, and the company's response or lack thereof. Explain how this issue has personally affected you, such as financial loss or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence, receipts, or contracts. Please ensure you do not include sensitive personal information in the attachments for your own security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Choice Home Warranty, whether it be a refund, repair, replacement, or other forms of compensation.

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