Choice Home Warranty

Denied and Lied several times over honoring claims.

Paid more to have water heater fixed than if i hired direct AC and Pool denied constant denials find any excuse even service techs admit they do Worse after i would not renew they called and spammed repeatedly then for three months continued to charge $63.81 for three months even on a expired credit card when you call to resolve they put you on long holds called the resolution department which eventually auto disconnects.
They even call you and say i'm connecting you to our resolution department then same game long long holds then auto disconnect

File your complaints with TDLR in TEXAS and attorney general they should be shut down.

BAP

I am so beyond words with Choice Home Warranty. my Frig was making all this noise, only a 4 year old frig. I call choice in Dec 21, got a claim open, they sent someone out and they replaced a fan. This did not correct the issue with my frig, which sounded like it was going to blow up. CO Bros sent out a technician again, he said it was something bigger and would require a specialist. I waited and waited for the part and then COs brothers said that choice had closed my claim and he sent the part back. I spoke to a ton of people and even supervisors who said they would research and call back, no calls received and finally on 5/9/22 spoke with Reno, a resolution mgr. He went on and on how sorry he was, how he would use this as a training opportunity and he put me on hold, said he spoke with Cody at COS brothers and that they would fix it. He then told me it would be better to send a check directly to me to pay for it, I agreed ( unbelievable manipulation ) This was a goodwill check, I did not cash it, he lied to me. Cody said he never called them and that he had been trying to reach them . again 6/24/22 resolution mg. Natalie, I sorry there is nothing i can do, no one higher than me to talk to. What, I just want my frig repaired, that is why i bought a warranty plan. No one seems to be able to help me, she referred me to [protected]@homechoicewarranty.com, guess what it doesnt exist. I have two homes with a Choice warranty plan, I am so beyond words. I would never ever refer them to anyone. They are a joke, Natalie says, there is no one above me. Well guess what there is someone above you because you don't own the company. I have spend hours upon hours trying to get my frig fixed. Doesnt seem like an odd request for a home warranty company. Today I spend another 52 minutes and no resolve. This has been going on for over 6 months. someone please help me.

I filed a claim on June 18th for my hot water heater. The company came out and said it needed to be replaced. My claim was declined due to PRE-EXISTING CONDITIONS. The water heater was leaking. If the conditions were PRE-EXISTING my home would have flooded since I didn't file the claim until over a month later. I'm waiting to hear back from Choice.

My total disappointment does not come close to my total frustration with your warranty services. I have been out of ac since May 25 and first filed a claim on May 29 so I have been out of ac downstairs for 27 days straight. I am unable to put in to words my true feelings and without out using bad words. I was told so many things only God knows whos telling the truth at your company. I was recently told that the entire upstairs system was approved to be replaced. It was the same person that agreed to give me two months free regarding monthly payments. This is the same person that told me congratulations several times that my replacement was approved for the upstairs system. She told me that I would receive a notice and email stating this approval and shortly after I would hear from the ac company to schedule install. I never heard anything from your company regarding email or text notification, and was told today that this approval is not in the system? I cannot believe your company employee would not add notes regarding what I was told. I am going home everyday to a hot house and I have a warranty from your company, Where's the compassion for your customers, if it was your family member is 100 degree home for almost a month what would you do.

Stay away from this company. Customer service gets an "F" grade. Took 6 calls and 5 emails to cancel home warranty. Emails says you can't cancel by email to call customer service. I call customer service and reps say we can't cancel a special dept handles cancelation. Rep says they can't transfer I will get a call back. No one called after a week and several calls. I kept calling and same thing. Finally a rep transferred me. Then I was told I was past due and would have to pay for last month. Funny as they had notes that I called many times. BTW I was due on the day of my final call, but was told I'm past due. This is a scam. Rep did agree to waive as I had plans to file a complaint to BBB.

I have been with Choice Warranty for years and have had the worst experience in the world. I have had several things to break and because they would never fixed anything I had to buy all new appliances. After doing so my dryer heating element went out about seven or eight times and I had to pay a service fee of $45.00 each time a tech came out. I have already paid for the dryer again after paying a $45.00 service fee seven or eight time and Choice Home Warranty said they will determine when the dryer is not anymore good but seven or eight times for the same problems heating element something is wrong. Everything I called for Choice Home Warranty to fix they never could fix and now the service fee has gone up $75.00. Did not want to leave out that it took the tech almost a month to fix the dryer the last time because they had to order the heating element. When I first started with Choice Home Warranty my dishwasher stopped working and they paid me for the dishwasher $100.00. Even though the dishwasher was old I was not able to buy a dishwasher for $100.00 not anywhere. At the time of my dryer breaking my washing machine also broke so I had to wait for the part for the dryer to come in before they would come back to even fix the washing machine. So also had to wait a month for the washing machine getting fix. Imagine going to the laundry mat for almost a month. On top of all of that one of the tech scratch my brand new washing machine up with the back of the dryer piece he had to put back on the dryer.

I have asked to have my warranty discontinued and have been charged again this month! Your call back services have never called me back when I called several times and asked for a return call to speak to you . What do I have to do to get you to return my calls!

This is cheating and a game of thimbles.

I'm from Ukraine. I have worked in Europe with many companies. I have worked and I am working with many companies in the United States. Such a dirty policy in relation to contractors, no one anywhere. When I received the orders and called the payment department, they told me that the payments would be in 30 days. I patiently waited 30 days and then started asking where my money was. And then you told me that there was no money and you had to wait 70 days. I did not approve it. I purchased and installed spare parts for the clients of your company upon prior agreement on the amount and terms of payment within 30 days. But this is not enough. Out of 4 payments that were transferred to a paid status, 3 out of 4 amounts were reduced. (despite authorization).

After a month of requests, two orders remained cut off, and one was corrected but postponed after 45 days and now it is displayed as a new order (this is two months after the authorization and completion of the order). This is incredible, I did not give my consent to this The accountant's mistake was corrected, but the completed order was postponed 45 days later. CHW stole my money for labor and parts, and I didn't receive any payment from CHW for the work performed. In the end they robbed me of 1870 dollars

I called Choice Warrenty to repair my air conditioner as I had no air, I paid two service fees in one day, I met the guy they sent out and paid another 150.00 for parts paid another 100.00 when he came back out after the parts at this point I still have no air and the guy then sent me another invoice for almost 500.00 to come out again and stated he can not promise after i pay the money on the invoice i will hv air. I have called Choice Warrenty several times about my issues and they are supposed to get a manager to call me back, no returned call from a manager. Choice Warrenty need to be sued and out of business.

They cant send anybody out then they have you get your own and then don,t honor the payment, They take your monthly fee no problem. 9 days of going back and forth they dont call back wont manager you cant talk to who denies you. What a rip off to consumers. Went out 6/7/2022 now 6/16/2022

I have a home and pool warranty protection plan with Choice Home Warranty. (CHW) MY pool motor stopped working and I filed a claim. CHW has sent a technician to my home 3 times charging me $45 each time. These techs have verified and sent pictures to CHW verifying that the pool motor is broken. CHW has invented excuses and outright lied to not cover the broken motor. They have stalled this case for so long that I had to get a pool company to come out to my house as an emergency as the pool water had turned green, that is a health hazard fined by the county. This all has cost me over $3000. The technicians they had sent to my house stated to me that this was how CHW got out of paying the claims

I have held a Choice contract for many years. Have not needed them much but because I have five properties together that were the same age, I wanted that extra protection on larger items in and around the apartments. On April 14th an a/c unit was called into Choice. The vendor that contacted me, even though in the ticket I had said contract the property management company, said they could not go out to the property without payment... so I paid them. On May 15th I sent Choice a message through the portal and complained that the technician had never gone to the property but refused to return my call for a refund. Mind you this is a vendor who I have had trouble with in the past and had asked Choice to put in my records, not to send this vendor out.

5/19 I send another note through the portal asking why no response to the 5/14 request to get someone out to the unit.

5/21 I receive this message, through the portal, that says they tried to contact me but there was no answer. Later that day they reassigned the claim to another vendor who for one could barely speak English and had not only a difficult time understanding me but also understanding that I was not paying anything as this was a call against an open ticket that had been paid for previously.

5/27 I get a portal message saying the claim had been denied. The exact statement is as follows: It has been determined that the system is excessively low on refrigerant and unable to cool the home properly. Under EPA guidelines a system that is reported to be more than 15% low on refrigerant must have a leak search performed to locate the failed component for repair. The refrigerant cycle on an air conditioning system is a closed loop from the evaporator to the condenser in which the refrigerant travels through the copper line-set to transfer the heat or cold air if it is a heat pump. In order to determine the severity and the location of the leak. A leak test is needed. The leak test is a service our policy agreement does not provide. Once the technician submits the diagnosis, we can determine the outcome of this claim. It should be noted that most leaks in refrigeration systems are caused by rust and/or corrosion at one of the coils in the system which our policy does not cover.

Please refer to your terms and conditions section F number 1; we are not responsible for malfunction or improper operation due to rust or corrosion of all systems and appliances.

My terms and condition mention rust and/or corrosion, non of which the technician mentioned. Also they mention in order to determine anything they must run a diagnosis. I thought that was what I was paying for? Choice also noted that "MOST" leaks are caused by bus and/or corrosion, but this is something they have not proven. Also these systems have been maintained properly every 6 months and was working when Choice agreed to the contract years ago. My assumption is the leak is due to unit age and that should be either repaired or replaced, I f needed.

5/30 I respond indicating this is normal wear and tear and asking this be escalated to the next level. A worthless case manager who always seems to deny claims. I also simultaneously requested a 3rd party vendor visit the property to identify possible rust, etc which could be an issue. No rust reported, simply a leak in the evaporator coil. The comment was as follows: He found multiple leaks on the evaporator coil, due to R-22 cost he recommends system replacement. If you plan to move forward we will submit a detailed contract for signing.

6/14/2022 and Choice will not send anyone out for repair. My tenant has been 2-months in some of the hottest weather without air conditioning.

I would like this case reviewed. Choice has once again gotten out of a repair.

In March, 2022 I notified Choice Home Warranty (CHW) of an issue with my air conditioning unit. They couldn't get a service repairman and opted to allow me to find an HVAC service company on my own. I called the company that installed the unit when the house was built 9 years ago, and they determined, having conducted a leak test, that there was a small leak in my evaporator coil and that it would have to be replaced. All information including pictures was sent to CHW, and due to supply shortages, it took 7 weeks to get a new evaporator coil from Lennox. In the meantime, CHW was notified that the repair would cost around $2,500, and they denied the claim saying that I lived near the ocean, and that the acidic air probably caused the copper evaporator coil to pit and leak. I live 7 miles from the ocean, so that determination of the cause of the leak was totally inaccurate. Otherwise why wouldn't other electrical appliances and/or plumbing components break down more often? The HVAC company servicing my A/C said that eventually ALL evaporator coils will leak. I understand that CHW is basically an insurance company, and their first instinct is to deny any and all larger claims. They did, however, send me a check for around $459 to cover a service call and 2 pounds of freon. I called CHW numerous times and left messages for someone to call me back to discuss the claim, but I had a hard time getting the person assigned to handle my case to call me back. Now CHW strongly suggests in their literature and advertising that potential customers buy a policy to include air conditioning repair coverage. Then, all of a sudden, their claims department denies my claim based on some BS analysis and a small print portion of their policy they claim covers the denial. They, nor my HVAC company, has any idea what caused the HVAC evaporator coil to leak.

I submitted claim for swimming pool / spa water pump motor stop working. They sent a bathroom/kitchen plumber first ($60 charge), then upon complaint sent yet another bathroom toilet plumber (another $60 charge), then upon complaint sent out ceiling fan / lamp / circuit breaker electrician (yet another ($60). Upon complaining again they sent a sewer service plumber (yet another $60). Until I filed $240 in small claims court did they refund all previous service charges and contract a proper pool/spa company!

I called in January 2022 because I was selling my home. I was transferred and provided another number for a Resolution manager. I was told I had at least 2 more months to pay on the policy before I could cancel. My mistake was not getting names or an email confirmation. I noticed today (June 9) that I am still being deducted the $54.45 for the service. The rep indicated that there is nothing in the notes of the aforementioned. Now they are saying that I would have had to call on the day that I wanted the service cancelled. I was in the house until the end of the month and they could not future date and I was supposed to call back to cancel. But they do have on the notes that I was selling the home and did not need the service. The rep was nice enough to refund ONE month but said she could not refund Feb, March, April and May.

I have CHW total plan. One of my AC unit stopped cooling 3 days ago and I filed a claim. Today the contractor came and did an inspection and determined the cause of failure of your system is with the evaporator coil, which is leaking refrigerant and must be replaced. It notified CHW as normal wear and tear and told me to wait for second appointment to replace the coil. A few minutes later I got a lengthy email denying my claim saying CHW doesn't cover any issue caused by rust/corrosion. I asked the contractor and he told me for an AC over 4 years old there will be some rust, it's not necessary the cause of leak but could be the result of leak. He got a call from CHW almost immediately and he also explained to them it's normal wear and tear. CHW insist on it's not covered because following words in contract:

"

F. LIMITATIONS OF LIABILITY

1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.

"

I have sent an appeal respond to CHW and will file compliant to BBB, state consumer affairs and small claim court if not resolved.

Why I complain:

1. CHW doesn't honor the opinion and facts from their field contractor, quickly deny the claim without discussion with policy holder or seek further evidence

2. From this complaints board and other sites, this seems to be a common exercise for CHW, many similar cases out there

3. Give people my own experience when they choose a home warranty provider, don't trust their words, take a look what really happened

I have 24 invoices pending. I have received authorization for every invoice. Just yesterday all of the amounts changed of course all went to zero or really close. This means I paid for all equipment installed in customer houses. I have worked for them a little over 3 months and now I am out thousands of dollars and I can not get them to respond to any of my communication

(06/06/2022): I called CHW spoke to Blake this morning who told me everything was being reviewed. . The D.A.S. service man told me he was ALSO contacted by CHW and that everything was covered. I paid him $85 service call fee. He left my home and returned about 10 minutes later telling me nothing was covered.

This is the worst Home warranty plan and I WILL NEVER recommend Choice Home Warranty to anyone. I AM SO FRUSTRATED RIGHT NOW. AND THIS WAS THE 3RD TIME WE HAD SOMEONE OUT TO CHECK THE SAME ISSUE. SO $85 service call fee 3 times. Total of $795 OUT OF MY POCKET.! BUYER BEWARE AND THE CUSTOMER SERVICE PHONE AGENTS ARE RUDE!

CHW called and requested us to be a vendor. We gave them our pricing and they agreed. They sent us to many costumers homes to do repairs. We summited invoice in the fall of 2021 we have yet to be paid for them. They owe us $3,363.20 I am so tired of hearing check is in the mail. I would not recommend being a vendor or a customer. They are just a rip off. We are going to seek legal action.

As a Realtor and have compared many warranty companies, I can honestly say this is the worse company. They exclude more than they include. What they include on coverage, they do on the cheap and not like for like. You will NOT find any negative reviews on their site as you are not allowed to put a review - only positive ones occur, thus why I was dupped into buying it from [protected] ahead of time. Their salesmen are very good at projecting how much they cover but when it comes to the 'proof of the pudding', nothing.

Again, they EXCLUDE more than they include! They do on the cheap! Once time when I had a wiring issue, they sent a 'maintenance' man to do an electrician's work - did not send a licensed electrician. Another time when I had a problem with the thermostat, they sent someone who said he could only replace the thermostat with the cheapest they make and not to the equality of what I had - according to Choice Home Warranty rules!

I looked today to see if my faucet would be covered as somehow the sprayer broke - it is excluded! More is excluded in their coverage than included!

Buyer beware! Get a copy of the warranty inclusions and exclusions before you buy - if they are wiling to send it to you!