Choice Home Warranty

On May 18, 2022 I placed a claim with CHW about the drainpipe on my bathtub coming loose from the drain in the bathtub. I had been out of town for several weeks due to the cancer diagnosis and death of my sister who lived in Arizona. When I returned home I discovered that water from the tub was draining under the house because of the drainpipe being unattached. Filed my claim, and was told they would find a technician and send him to me as soon as possible. I was assigned an agent and did not hear from him. On 5/23/22, I posted to their website that I had not heard anything from anybody at CHW. It was posted on the same website on 5/25 that a technician had been assigned to the claim and would be at my house on the same date between 3 - 8. I was home and no one showed up, contacted CHW and was told that I had been given the wrong info and the appt was for 6/1, 3 - 7. No one showed up, contacted CHW and rescheduled, again they did not show up. CHW did not assign another tech until 6/20. On 6/21, received a call from what I assumed to be a supervisor, apologizing for the delay and offering their

reimbursement policy. That mean I pay for the plumber to come out and fix my drain and they reimbursement me within 60 days. Well, I am a widow in my 70's on a fixed income and it is not in my wheel house to be able to make those kind of payments, which is why I have a home warranty. So I declined and did not hear anything from anybody until 7/5 when another technician was assigned to the claim. An appt was made for 7/7 between 3 - 7 no one showed again. Contacted CHW another appt set for 7/14, 7 - 11. Tech showed up, I paid my $85.00 he said he would call me as soon as CHW approved repair. He had my money and I never heard from him again. CHW reassigned the claim to another company, they also never showed for any of the scheduled appointments. So here we are on 8/23,2022 and my bathtub can still not be used and has never been fixed. I have called and called both the claim adjusted and what I assume is his supervisor and left messages, have posted on the website several times and have not received any return messages or calls from anyone. Basically, they are ignoring me. What do I do now? Any suggestions?

Contracted with Choice Home Warranty for a 7-year plan to cover home and appliances. Has 2 issues recently - dishwasher that was not repairable and AC unit with compressor that failed. With the dishwasher the company advertises they will replace the unit if is cannot be repaired. This is FAR FROM THE ACTUAL TRUTH of what they do. They give every reason they can and then offer you a very small amount ($230 in this case) to replace a stainless steel dishwasher unit. Then the AC (Goodman unit installed when home was built in 2016) had a compressor failure and Choice Home Warranty states it is beyond normal operation and they will not cover the cost to replace compressor or unit. Asking that I file an appeal to discuss further and continuously giving us a run around while we are burning up in the heat of the summer. They could care less about what issues you are having. DO NOT BUY a home warranty plan from CHOICE HOME WARRANTY. There are so many things they use to keep from paying out on claims that it is truly a company that takes your money and then gives you substandard support.

They have assigned the work to a contractor that came out and made the ice maker worst. They then have been trying to re-assign the claim and its been well over a week, this is unacceptable very bad business. There are an extreme amount of appliance contractors in my area and they want me to find them and then get reimbursed, well no, they need to find the contractor to complete the job. I have called several times to Choice and the reps all say the same thing and will not let me speak to a manager etc, so i would love to speak with the owner as well and they will not let me do so.

ac stopped working filed a claim choice could not find a service that could not come out withen 24 hrs. informed me I could get my serviceman and they would reimburse me he inspected unit and said the compressor was locked up when he disconnected compressor connector breaker held . service tech would not work with insurance next choice sent another tech to inspect unit when he reset breaker it would not hold he then stated there was a surge . at that time he did not know we have a whole house surge protector on his report he also said there was burnt freon .how he knew this is remarkable he never opened anything on ac unit or freon lines choice home warranty only does hard sales with no one to work with them and will not send a reputable person to inspect problem total waste of money and time never trust a choice home warranty rep or sales person

My refrigerator broke down July 10. Choice had a service man come out and he diagnosed the problem was the control box in the fridge and requested it to be ordered. Now, August, 21, and my refrigerator is still NOT fixed. I have called Choice several times. The original tech stopped working with the company as he claims they haven't paid him for hours and parts for over two months and he refused to do work with them any more. I have called Choice and they keep saying, "your tech will be in touch with you within 24 hours". It has been 6 weeks! This is not the first time they have done this to me. I refuse to do business with them ever again. If I could get my money back, I would.

On [protected] I placed a claim because my A/C went out. I learn the next day that my claim had been denied.

Two weeks prior (8-4-22) I had renewed my home warranty with them. I renewed to months prior to my old contract running out because they were running a special. My renewal contract does not go in effect until 10-2022.

I advised them if they were not going to take care of my A/C unit then I was going to cancel my renewed contract since it does not go in to effect for two months.

Now I'm getting their voice mail. It is obvious they are trying to avoid my calls. I want to cancel my contract and get a refund.

Refrigerator broken since june 2 2022 still unresolved 8/17/22

i put in a claim w choice home warranty

i have been a customer for many years

they sent a few companies

last was supposed to order a part and come back on 8/16/22 and never showed when i called they said part never came in for weeks

choice used to give credit toward the appliance if they couldn't get it fixed--service has been terrible and no offer for money to replace

how can you help me?

I have been a Choice Home Warranty customer since 2020. I put in an order that when I washed clothing the water would come out and my kitchen sink would fill up. That was as much information that I thought I needed to give. When the technician came he had the compliant and said that I needed a Plummer. I dont think it is fair and I dont have the funds to put in another work order to pay another 85.00. When I contacted the Choice Warranty agent, without being argumentative at all, I got the run around and that they would look into seeing if I could have the plummer to come out. The sears agent continued to say that I probably would not have to pay again, but that was so he could get paid. This is the second time that I had to pay twice. As the consumer I dont suppose to know everything about the appliances and it needs, that is why I completed as much detail in the allowed box. This means with any of the applainces that the company covers, the consumer will be cahrged this fee if they Diagnose the wrong thing. We are not the experts. I felt like something could have been done to rectify this situation. I recieved a email with a 85.00 REPAIR RECIEPT, what repair? I think that this company is taking advantage of people.

Disrespectful case manager who treated me as if I didn't understand the problem. Case Manager, Corvette Taylor, kept repeating that I am asking for an upgrade, which I'm not.

My broken fridge needed a new compressor. However, the compressor won't work without a new mother board. But Choice would not cover the new mother board and insisted that I was asking for an upgrade.

A few months ago, Choice also won't cover our water heater nor garage door opener. Anytime there is a claim, they tried to get out of it. However, this time, the disrespect was intolerable.

We bought three 3-yr protection program for different properties through Choice. Looking at how they treated us, it was a huge mistake.

I couldn't get a supervisor as the case manager is supposedly the highest chain of command. Such organization structure is problematic because case managers have no accountability.

customer service is the worse did not give us any help just lied about everything gave or daughter five names for service none were in our state. we were lied to for three weeks we had to get local septic company to come and pump out our tank because we could not wash or take showers and we can't afford to have the pump fixed. It cost us $445.00 out of pocket.

I am part of the choice home warranty vendor list. I reached out to them to talk about a few checks that were supposed to be mailed but showed on hold on the vendor portal, this was past their 30-45 day timeline for check to be mailed out, first I was told that the checks got delayed and we’re going to be here in between one or two weeks then I was told that my account has been put on hold since March of 2022, I explained to them that it wasn’t possible because I took on jobs in April,may,June and July, so how was my account closed since March and why wasn’t I notified. They told me I had to wait over 3 months to get paid, as of now they owe me over $1500. Now I call again the same day, tired of going thru the vendor portal and want to talk to someone thru the phone, the rep tells me that yes my account was put on hold in March but they reopened it again in March that’s why I was able to take on jobs, but that they had put it on hold again because of too many work orders that were reassigned, I told her that I had COVID which I told the reps when I reassigned about 5 work orders that I had pending. All she told me was that she would talk to upper management and hopefully they would understand and lift the hold so I could get payed, got a notification on my account that said to contact them again in September to see what they could do, but as of now they can’t pay me. So me having COVID made the cancel my account, with absolutely no notice whatsoever. What can I do!?

It has been since May 2022 that my family has not had a working refrigerator. The first service technician company came out, had to order a part. Another month passed, and tech came back out to repair. Unit worked for a couple days, and then same issues as before, freezer side frosting over to where when you open the freezer door, frost falls all over the floor because of the large accumulation. The refrigerator side is warm, and the vents ice over solid. I made another claim with Choice home warranty for repeat issue that was not resolved. A different technician came out to service, stating three (3) additional parts are needed, he placed the order to have parts delivered to my home, and scheduled my next appt (only if parts have arrived) for two weeks out. Another month has now passed, and only one (1) of the three (3) parts have arrived to complete the repair, and the appointment was cancelled because all the parts had not arrived. However, Choice is telling me I no-showed for my appointment, which is false documentation, because I have family that stays home 24/7, and the technician ccld the appt due to parts not arrived. Again, it has been three (3) long months with no working refrigerator, I have lost over $600 in grocery items in freezer and refrigerator side. When I complained yesterday and demanded to know an updated status on my repair, I was told that the technician would contact me. This is unacceptable! I paid for my Choice Home Warranty, my family has had no refrigerator for three (3) months, and they either need to get all the parts in immediately and complete the repair in a timely manner, or replace the refrigerator. No customer should have to wait, and get the runaround with a malfunctioning refrigerator which is a major kitchen appliance. Choice Warranty will not give me any information, their CSR's are trained like robots to say the same thing, and put customer's on the back burner. Again, I've paid for the Choice Home Warranty, and I've paid my $65.00 service call fee the two times Choice has sent out a technician for the same issue! The same issue not fixed the first time should not constitute an additional service call fee from the customer. I'm asking for your help to rectify this issue. My next step is to file a complaint with the Attorney General's Office, and I've made Choice Home Warranty very aware of my next step! Choice Warranty Claim #Claim #[protected]

On Jun 23 my A/c stopped working and I was very calm because I have my warranty thru Choice home warranty, when I called on Jun 24 to file my claim the assigned someone to come and look at it for Jun the 27. the Technician came on time, and everything was looking very good now. the technician diagnosed my A/C unit with blow motor not working and he would need to order a new one. he mentioned I can place the order today and more likely we are getting this part in the next 2 days, and I will be coming on the following day.

everything was fine until this date. July 1st came around and I didn't hear anything from them, I decided to call him in the morning, and he answered the phone (Marco) and he said, we are getting the blow motor today BUT we will not be going to be able to go on Saturday July 2nd. we will be there on July 5th in the morning. I decided to request off so they can come and install the blow motor. my 5 kids were complaining already too much about the A/c. anyway, no call or not show. so, I decided to call him on Wednesday July 7th to find out what happened, he answered (Marco) and said "I never schedule a day for us this past Tuesday, I just stayed quiet, and I ask him when they will be able to come, I need the A/c ASAP. He told me will be there on Saturday July 9th, I did agree to him, and the technician came on Saturday, he tried to install the new blow motor and he talk to me over the phone saying the motor is too big, we need to order a new one. (At this point I was exhausted) I requested to change it asap because my kids are not happy at all. on Monday July 11th they called me and ask me if they could come and remove the blower motor so they can order the right part. they came (my wife and my daughter were here) they came and removed not just the motor; they removed multiple parts inside where the blow motor is.

after they came on July 11th, I did try to get in contact with Marco to find out the status, they keep saying it’s coming its delay after july18 (Marco) the main guy on "Solution HVAC South Company" started to ignore my phone calls, I started to call choice home warranty to talk to a representative and find out my status for me and mentioned he won't answer my phone calls. HE WILL ALWAYS SAY "ITS ARRIVING TODAY" after I talked to a case manager (July 29) she ask me to be patient (after waiting over 1 month for my part) and see if the part arrives if not they will assigning some else to fix this issue. on Monday august 1st no call from Marco (Solution HVAC South) a representative decided to have some else to fix this issue and re assigned this issue to a different company. A1 company came on Tuesday August 2nd and looked on my A/C and started to laugh saying, what do you want me to fix, its nothing to look inside this box, they previous company took everything, and after this he decided to cancel the visit. I called choice home warranty and ask them what should do and then the assigned someone else. the 3rd company came in and told me the same thing, you got nothing inside the box, and you need a new unit.

the 3rd company went and sent the report to choice home warranty to approved the parts, after that the parts were approved but they were telling me it’s a deductible for upgrading the A/C unit I need to cover myself for $1862.00 I did ask to talk to Deanna (case Manager) and she confirmed I would need to pay for this amount. I declined to pay this amount.

after this I ask her to fix this issue on (August the 8th). she went and contacted the previous company (Solution HVAC South) they answered, and Marco talked to her and said they have received the part on August the 5th and they will be able to come between Friday the 12th or Saturday the 13th and they will be calling me to confirm on Monday the 8th the appointment. at this point I'm completely exhausted and tier. Marco never called me on Monday the 8th or Tuesday the 9 or today its Wednesday the 10th and I have not answer from both parts. choice warranty or Marco from Solution HVAC South. I'm still without A/c in the middle of summer. I have 5 kids, and this is completely unacceptable

Claim#: [protected]

Policy#: [protected]

Ernesto Teran

Claim number [protected]. My AC unit stopped working properly and I contacted Choice Home Warranty on 7/30/22 and told them the unit runs constantly and does not cool. I decided to shut the unit off on the thermostat as it would not cool and continuously run to avoid any other problems the day I contacted Choice Home Warranty. A technician came out and said that the unit had a refrigerant line leak and that they were going to recommend replacing the unit rather than repair due to increased rates of freon replacement. Choice denied the claim and so I elevated the issue to a claims manager. It took them 6 days to get back with me and the claims manager claimed quote I was dumping garbage into their pipes, and their job was to just give the bad news to Choice Home Warranty customers. There were no valid contractual reasons that Choice Home Warranty could give to deny the claim from the claims manager. I think I have been a victim of a fraudulent business practice from Choice Home Warranty and demand they repair or replace the AC unit as promised on the Total Plan that I paid for.

Choice Home Warranty came highly recommended from my Realtor last year, and the claims made since then were timely and satisfactory.

Now that my policy is soon to expire, I received a message for a renewal meeting. One was scheduled, call made to me on a spam number, then rescheduled as I do not answer spam calls. The rescheduled meeting was a no call. I text the number back to request another meeting using an alternate number that is not spam. No reply, no meeting.

I called the customer service number on 8/[protected]) and spoke to Clarence, who was beyond rude. After he said the renewal amount, I told him of my obligations this month (giving away a scholarship) and next month (going out of the country) at which point he said multiple times "You have no money". This is an absolute insult, so I asked for his manager.

After a decent wait, Jeffrey picked up the transfer call, only to communicate he listed to the call. He further said Clarence did try to help then offering me a 4 installment plan that was to be confirmed in an email. When I questioned how Clarence helped, he could not provide details, although he said he listed to the call.

Then I called [protected] and asked for someone in management or a member of the executive team. That person hung up.

Then I called [protected] - no luck there either

Last call was to [protected] - same old cycle

The service rendered was absolutely horrible, which goes against the wonderful referral from my Realtor and the claims service received to date.

my name is ANAY PATEL we unsatisfied warranty company because i had a 1st appointment for two refrigerator NOVEMBER 2021 technician came by my address 13122 golf lake dr TAYLOR MI 48180 he open the refrigerator he seen not cooling reset refrigerator than he blow the bottom part and he went out side check another refrigerator he move the refrigerator he start clean bottom part and he factory reset he left couple days get cold then after went down not getting cold enough so my food getting bad and mold like green tips so i call choice home warranty i claim both refrigerator after they give first appointment on JULY 13th 2022 between 11 to 3pm (contractor name- RANA SHOP) he did show up we wait until 6.00pm even technicians never contact me so i call choice home warranty.

they reset my 2nd appointment on JULY 29th 2022 i had same problem again technicians did show up we wait until 5.00pm technicians never contact me. (contractor name- BROADWAY SALES AND SERVICES LLC ). They give 3rd appointment on AUGUST 8TH 2022 BETWEEN 10AM TO 2.00PM I WAIT UNTILL 4.00PM HE DID'T SHOW UP contractor name- (BRODWAY SALES AND SERVICES LLC.I will appreciate if you take any action for forward. thank you very much choice.

Choice is a rip off! Apparently if you purchase a new home you are still responsible for your own repairs and the service fee to the person responding to the claim. The vendors they use are small business owners looking to make a profit. In other words they show up expecting to make a profit from you. They will show up... pretend to access the problem... shoot some bull to Choice and then your claim is denied. What is covered is also a sack of bull*(() written in black and white but under sections and articles your claim is not covered. This is scam and I hate that new homeowners have to go through this mess when experiencing problems in the new home. SCAM SCAM SCAM. I will not be renewing this contract.

HVAC went out, spent 48 hours in a house that was over 100 degrees inside. Called claims and was told I needed to hire my own HVAC and they would reimburse. HOWEVER, the only HVAC I could find would not work with Insurance companies and now I know why. I called Choice and they had to talk to the technician, they would not work with me only the tech. I wanted to speak to a supervisor and was told "NO"!

I then tried to get ahold of the sales rep, her voice mail was full, called her "emergency" number, was told I had to email her and was given her incorrect email. Took her 5 days to get back to me when I finally got the correct email.

Was advised by her, I had to wait for Choice's tech to come out to diagnose, not fix, this would have been day 5 in a 100 degree house and not sure how many more days to fix. Asked if I could be reimbursed for a hotel, told no, this is not an emergency plan. Sales rep said she would escalate but should not get my hopes up for being reimbursed.

Next call was to cancel. Paid $630.00 and only am getting $577.50 back. The Customer Service Rep that helped me with the cancellation was the ONLY person that was service orientated.

SCAM. They promise, DO NOT deliver, and then keep money to cancel on their service.

They only cover half of every claim

They will stall for weeks.

Then authorize but all has to be done within 30 days

In the contract covered day one to 30 days

If not resolved start over reassign

They won’t supply anything at all

No parts

Contractors wait months now to get denied after the work is completed at contractors expense

4,500$ replacement system

My air conditioner went out during a record breaking heat wave in Texas. It took 7 days for a technician to come out to look at it and another 5 days for CHW to offer to upgrade the evaporating coil to R410A coil. This would require me to puchase a condensor and pay for installation at a cost of over $3,000. A replacement coil for my system is available and could have been recharged with the current R22, but I believe they didnt want to pay for the R22 because it is expensive. They have the right to repair or replace at their discretion but not to upgrade - which this would be. They brought up section E number 5 of their terms and conditions, where it states "We are not responsible for upgrades, modifications, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments." Bottom line is that the EPA has phased out the production and import of R22 but it can still be used and charged in existing systems. I have not been able to get a hold of anyone from choice since I declined their offer. I have sent emails, made several calls requesting a call back and made an appointment to have the adjuster call me. Only response I have gotten from them was from the BBB. Where they claimed the matter was closed.