Choice Home Warranty

After multiple missed contact attempts over a few days, I have finally talked with my case manager Joe Lewis this afternoon at approximately 12:30, 8/3/2022, and he has said that I must pay $400.00 for the technician to perform the work. I am questioning this because there are NO modifications or upgrades to be performed !

I am writing this because I have been UNABLE to contact my Case Manager after 3 attempts this afternoon between 2:00 - 5:00 PM.

In the CHW Paragraph 10. States:

"Air Conditioning/Heating/Ductwork - COVERED: All components and parts of the following systems: Ducted Central Electric Split and Package Units, Forced Air (gas, electric, oil), Geothermal, Wall Mounted Units, Mini splits, Heat Pumps, Floor Furnace, Hot Water or Steam Circulating Heat, Electric Baseboard; and Duct from unit to point of attachment at registers or grills. If replacing, only the failed components and parts will be upgraded to meet government mandated guidelines."

When I talked with the Technician he reported that Choice Home Warranty is restricting their payment and only paying $250.00 for labor but that the AC repair company charges $650.00 for Labor only. Why is Choice Home Warranty, Restricting/Limiting their Labor Only payment and NOT paying the AC company the full labor charge? This is again another scam by CHW to NOT PAY their bill and for the customer to pay out of pocket for things "Choice Home Warranty" should be paying for! No where in the Choice Home Warranty contract does it state anything about restrictive limits on "labor only charges" for the contracted service companies. Choice Home Warranty needs to be responsible and Honor the contract and pay the contracted service company the labor only charges that are being submitted for the work performed, I am not referring to any upgrades.

I started to fill out a web form to get a quote online. Before I even completed the process, someone from the company called me. I told them this was too aggressive and I was no longer interested. I received multiple phone calls and texts per day for the next couple days. I told one of the callers to delete me from their list and she hung up on me. I called the company and asked to have my information deleted. The person was apologetic but hung up on me quickly. I continue to receive calls now 2 weeks later. Don't give them your information! They will relentlessly harass you.

Contacted Choice to repair failed motor on pool circulation pump July 13. After no action to schedule a servicer called to discuss status with agent July 20. Agent explained inability to locate servicer in my area. When asked how long it would take - agent said Choice had stopped looking. I was told only option was to repair myself and submit for reimbursement. I thoroughly discussed with agent that I had verified the condition of the motor, submitted information and motor model to servicer so that they could schedule the repair. I submitted these items and estimate prior to service and submitted detailed invoice and service notes when received.

Reimbursement was rejected without review. Agent would not discuss any details and assigned me to escalation case worker. Case worker explained that if Choice is incapable of providing service they still may reject any reimbursement without providing explanation.

Quite simple business model - aggressive sales tactics with rosy promises. Response to claims - don’t fix, don’t pay and don’t care.

I purchased this home warranty last December of 2021. This is the first time I am attempting to use it. Contract terms call for a $60.00 deductible and Choice pays all other costs. In this case Choice informs me that the repairs needed for my AC unit require me to pay in excess of $1500.00. I have spent countless hours on the phone and emails attempting to resolve the issue as I was NOT informed of any additional costs to me when I agreed to purchase the warranty.

I spoke with a Resolution manager by the name of 'Reno' this morning, 8/2/22 for an hour and he agreed I was misinformed.

Hello Everyone, I would like to add my complaint into the mix.

I was contacted by CHW around the 1st of July 2022 begging me to catch up some backlog work orders. I told them upfront that I could but I had minimums that had to be met.

I charge out at $85.00 / Man Hour for a Tech with a 2 hour minimum plus a $30.00 Truck Charge to cover the price of fuel and wear and tear for driving it into some of the places we have here in the Smoky Mountains. Plus anything outside of our standard driving area we charge $2.02 / mile for all miles past 30 out and the same on return. I also told them that once the tech reaches the customer's location they are on the clock until the repair is completed and that includes going to acquire parts.

They responded saying that would be fine and gave me a load of service calls for HVAC and Electrical Issues.

#1 - HVAC - the blower fan had self destructed the cage. They refused to cover it, so no Authorization Code Number and they refused to pay my minimum.

#2 - Electrical - Simple fix, a loose wire on a switch, they gave me an ACN and let me fill out an invoice.

#3 - HVAC - The Capacitor was bad. They complained that the charge was too much until I explained that the client's place was in BFE an hour from the nearest parts store. Then they gave me an ACN and let me invoice it.

#4 - HVAC - The previous Tech that was sent out by CHW had butchered the wires and then tried to hook up the low voltage side wires to 240vac and blew the Thermostat off the wall and scorched the wall. It melted the control board and the transformer. CHW didn't want to cover the repairs until I told them the client had a lawyer and was ready to sue their Liability Insurance Company. They gave me an ACN, but before everything was ready they froze my account and didn't tell me. The client reached CHW and was told he could pay for it upfront and submit the invoice for reimbursement.

#5 - Electrical - Another BFE call. Just tracing out the problem took 2 hours to find and they started to complain that I fixed it before I called and got Authorization but they finally broke down and gave me an ACN.

#6 - HVAC - simple fix got an ACN and submitted an invoice no problem. (The client even referred me to others in her neighborhood.)

#7 - HVAC - The Client had her filter so dirty the unit couldn't move any air. CHW gave me an ACN but when I tried to invoice it they complained that my bill was too high even though it was my minimum service call rate.

#8 - Electrical - Took a little while to figure this one out but the breaker was bad. It was allowing 120 volts except when it had even the slightest load. I replaced the breaker and then got the ACN.

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They complained that I was doing work before receiving authorization, and froze my entire account. Then they sent me a Vendor Portal Note telling me that it would be atleast 180 days to get paid. I replied that I would put a Mechanics Lean on every single project until the client or CHW paid.

I sent all of the clients a text a little while ago telling them: CHW is refusing to pay me for atleast 6 months. I told them by law I have to file a Mechanic's Lien against the clients property and then file a lawsuit. Please note I am trying to pressure them into paying me in a timely manner.

Within 5 minutes of me doing this I got a call from CHW Vendor Relations. They were wanting to get this resolved and said they were kicking it up to Upper Management. Let's see what happens next.

Claim was filed to repair electrical part on AC unit. Technician that was sent stated that this would be covered, and he would submit the claim. The unit is blowing fuse due a short circuit that is occurring. The claim was denied first due to "Wear and Tear", then I provided them with the state definition of Wear and Tear and then their reason changed to this is a wiring issue, the technician never stated that it needed to be rewired just repaired/replaced. Then I filed an appeal and the story changed to this is an upgrade. I contacted the company and spoke to a resolution rep who also tried to get this overturned based on the findings of tech but they refused to do it. The tech also stated that this can cause a fire and burn up the entire AC unit. I live in FL so we have been without AC for 2 weeks due to this ongoing issue. I have a separate company that does quarterly maintenance of my units, so they are not neglected.

I'm a contractor in CA who provides services for Choice and all their sub brands (American etc.). I recently reviewed my invoices (as their net 30 terms are more towards net 60) and found that invoices I submitted for certain sum (after gaining authorization) were adjusted to a much lower sum.

Upon inquiry, I was told that the price was adjusted to meet their "price guide". Doing some digging with onboarding info I found that the price guide is just a guide for general reference. They now refuse to pay the agreed upon sum and require me to submit invoices and other documents. I seem to get nowhere with them and they have no will to honor prices that were agreed upon. I have never seen an "adjustment" after the fact.

Our water heater has not been functional since Saturday July 23, 2022. A call was made to Choice Home Warranty notifying them of our situation. As of today Wednesday July 27, 2022 CHW has not made a reasonable attempt to resolve this problem. We were told to look for a contractor to do the work and they would reimburse us. We do not have $25,000 to pay out of pocket and wait for a reimbursement.

I filed a claim for the A/C at my Barnominium where my daughter and grandson live, Claim# [protected] with CHW on July 23, 2022. They denied my claim, stating that there was no way my unit was in working order prior to the policy effective date of my policy of July 23. In my claim I stated that the unit was not cooling. The representative said that the "team" had concluded that the unit must have had issues for months. And yet the unit was cooling just fine, and I have a detailed home inspection report stating that it was in working order prior to closing of May 6, 2022, and only needed freon which was done prior to closing. No one contacted me, nor inspected the unit prior to this conversation. I presented several scenarios to the representative asking if those claims would be denied as well, and all he would say was that each claim is addressed individually. I purchased (2) policies with this company, one for my main home and one for a barndominum on my property as well. I am regretting choosing this company already. So now, not only am out the money to purchase of the full years premium for (2) policies, but I am also out the money to repair my A/C. I did explain to the rep, that because of the delay in their response, I had contacted an A/C Company, and luckily, the part is still under the Manufacturer's warranty, and I only had to pay for labor, but he still would not even discuss paying for the labor. I will admit that by the end of the phone call I was very upset, and I didn't appreciate the condescending attitude of the representative that I was dealing with, which most definitely changed my tone and attitude, and probably could have been more gracious.

Horrible experience with CHW on non-repairable frig. CHW repairman said if was repairable and the parts were still under warranty, so CHW required me to track the parts down with KitchenAid. Parts were sealed systems requiring a certified installer. After 3 months of back and forth with CHW and KitchenAid, KitchenAid finally send me the parts since the CHW repairman said he was certified. He installed them and charged the frig with freon and said it was fixed, but it was not. 2 more visits from the repairman ended up with him stating it was non-repairable and they started the replacement process. I had Kitchen Aid come and evaluate and their very knowledgeable repairman took one look and said it was non-repairable from the beginning and the CHW repairman should have known this from the very first visit. Then to put salt in the wound, CHW only gave me $900 for a frig worth $3100, as they are not required to match the brand, dimensions, color, etc. of your frig, only math similar features, capacity, and efficiency. I'll never use CHW ever again and will never recommend CHW to anyone. Over the last 3 years I've used them, every single repair, etc. I've had has turn out bad. Their top rating is a joke!

CHW is now telling the Technician that my claim is closed so now he won't replace my AC unit replaced.

L&J Handyman Services has been assigned to your claim and an appointment has been scheduled for Tuesday July 12th, 2022 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for L&J Handyman Services is [protected]. Upon the technicians arrival you will be required to pay a $60.00 service call fee.

Congratulations! Your claim #[protected] has been approved for Condenser. CHW will be supplying Condenser and authorizing the technician's labor as part of your warranty agreement. Please click here for further details and to start the process of replacing your Condenser. To decline, please click here.

(07/22/22 10:32 AM) Flora Fel Datwin: Thank you for your email. We apologize about the delay in response. Our records indicate you have been in contact with a representative. Thank you for being a valued customer of Choice Home Warranty.

(07/25/22 02:27 PM) Tiffanie Deslandes: so sorry sir,\r\n\r\n went into the policy we are only offering the 13 seer. I advise you to call back tech and have him come out to do work, if you\'d like to have a higher one you will have to cover the cost yourself. \r\n\r\nTiffanie

I have talked with the Technician on Friday 22 July, Monday 25 July and Tuesday 26 July, 2022 about installing my new unit and the Technician is informing me that CHW has NOT been in contact with him and NOT provided him with a unit for installation. Why has the Technician NOT been contacted and provided the approved equipment? Regards,

Incorporating Additional Note (07/27/22 11:09 AM):

I have just been informed by the Technician, that my claim has been closed and the work was not completed. Why is the Technician telling me my claim is closed? Tiffanie Deslandes told me my claim is APPROVED and to contact the Technician for the work to be performed.

My Dishwasher went out May 31st. 2022, did not get a tech until June 11, 2022, however my dishwasher needed parts. The parts came, the tech came back on June 26th. He put the part in but then didn't check the dishwasher after he put the part in turn the power back on and ever since I have still had no dishwasher. So, they made an appointment for July 26th, a month away they cancelled that appointment still no working dishwasher. Now the tech for July 26th has cancelled and they are telling me I have to wait until August 17th before I have a tech to my home for a dishwasher that has been out since May 31st. All because of an error of the original tech on June 11th. This is ridiculous! Choice Home Warranty is not worth a red cent!

I purchased my home on 7/6/2022. I called the company to file a claim for my fridge, microwave, and dishwasher. The claim was submitted for all 3 on 7/10/22.

The date the tech was supposed to come out no one showed up and no one

called to say they needed to reschedule the appointment. Well the next day I called and they assigned my appliance to a contractor, and they stated that the fee had to be paid up front before any work could be done. So paid the fee and

when the agent was supposed to come no one showed up, I called the company and the contractor to see what was the problem. They were not able to get in

touch with the contractor. At that time I stated to get me some one else to do the job so they did and the day they were supposed to come no once showed and no one called to reschedule so I had to call. The contractor stated they would be out the next day and they were. They accessed all the appliance I filed a claim for, now they are say the items can not be fixed and they want to give me a gift card in lieu of replacing the appliances. This has been a horrible experience. And I have been without a fridge for all this time.

Choice sent a tech guy to fix my ac he made me pay him 70 dollars instead of my 65$ service fee before he would come out when he got here he had a gun on his side he checked the unit and said it was a capacitor he called choice I was standing right there he said he could fix it for 339.00 they said ok but he told me he had no parts. He said he would have to come back in the morning at 7.30 am he never showed back up but he took my service fee. I texted him nunerous times and called him numerous times he never responded so I called choice I told her everything and she told me to get my own tech the temp was 94 degrees already I have breathing problems so she even tried to call him but no answer so I called brantley heating and cooling it was already 2.00 pm the tech said he would when he got here he checked and said it was the same thing the first tech said but he fixed it for 307.40 cheaper than the tech choice sent out with a gun now they said they wont reimburse me the 307.40 even though choice told me to get my own tech policy #[protected] very crooked

Bought a new house that had many poor quality finishes but had a main

issue regarding cement pad that was chipping away showing stones underneath. The house had Alberta Home Warranty and this issue was identified among others. We seen the rep for AHW once then with 3 months remaining on the full coverage warranty we got a final report. Prior to the report many phone calls and emails to AHW rep to see status of propblems were never returned. Then we got the final report. Not even one star for Alberta Home Warranty.

"Don't expect urgency from us. We are not an emergency service." That's what I was told when my AC went out in my home when it was 100 degrees outside and they said it would take a while to get someone out here... They sure found a tech. Scheduled for 6 days from now! I called around and found 3 that could address the issue the same day. Sub-standard vendors must be their model. When I asked for a supervisor, he said "No; there is nothing a supervisor could do about it. It's all in the policy." I woke up to an email that stated I could use their reimbursement process if I found a vendor first. I identified one that could come out today. While I was on the phone with that tech, I received an email that CHW found a tech of their own so, no reimbursement option any more. Although, their tech can't show up for 6 days!

on June 3 I called about my HVAC not working. someone came out and I received notification that the system would be replaced. Then I received a letter that I have a claim specialist. By the time I received a survey, I still did not hear from my claim specialist. Eventually after many calls, the claim specialist by the name of Daiquan Stewart called and did not know why he was calling me!

After I explained the situation, he placed me on hold and returned to tell me that the equipment was returned for lack of the repair person picking it up. He reordered. I have been calling since and to date, it is one back and forth situation.

I saw that you have 918 claims and only 86 resolved. I am hoping that I may be the 87th resolved

Choice warranty policy number [protected]

Claim number [protected]

High end Bluestar Range Oven/stove ignitor issues.

Spent 204.00 on outside network technician to diagnose and they estimated repairs will cost about 1800.00’

Choice is offering a 669.00 Lowes gift card to replace entire unit.

Unit cost today is about $8000.00

I paid $4000.00 fifteen years ago.

Had these people for a year, contract expires on a July 24th and they are constantly calling me, constant emails and now they are texting me. It’s been non stop for several months now. I’ve told them over and over I do not want to renew. It’s harrasment. Please help me. They tried to trick me and wanted to renew automatically on my credit card. I said NO. I just got another text to renew by saying yes, I said NO. I keep saying NO but they won’t stop with phone calls with all different numbers. Mostly New Jersey numbers but now numbers from all over. So I can’t block them. I’m afraid they’re going to charge my card without my permission.

Hi I received a denial for my leaking toilet after the technician told me CHW had approved the work. The technician removed the toilet bowl to replace the wax seal and after doing so realized the metal flange was corroded and therefore made plans to replace the flange.

CHW denied the technician to fix the repair for some reason in there legal contract which technically allows them to get you out of any repairs where rust is seen. Unfortunately the flange is made out of metal and is a part which cannot be maintained because of its location under the toilet bowl. To purchase the toilet flange with a Loews repair kit it’s only $13.48. This is ridiculous for CHW to approve a repair and later deny for a inexpensive repair kit. Besides the technician removed my toilet and has not returned the toilet back to its original status. The bowl has not been hooked up and I need it to be repaired asap. CHS reviewed my complaint and has denied the repair and now i need to have it repaired for $550.00.