Choice Home Warranty

I submitted a leaking central ac claim on 6/26/23. After a few technichian's came, one of them mentioned that i had condensation from some duct work in a totaly different are from the air handler pan leak.

I was told by soraya that they could not move forward until proof of duct modification was complete with uploaded receipt.

Even though this was a totally separate issue, i had this done and paid $650. I then submitted and then i was denied the claim to address the air handler leak by soraya, at [protected] x 3655 who said this would need to be done first to gat claim approval.

I was then denied approval due to the fact that the work and receipt was not done within a 30 day period!

no one ever told me this had to be done within 30 days. I needed to find someone to do it and i needed to come up with $650. This company is terrible - they don't care. I have approached better business bureau and consumer affairs also.

My ceiling has now collapsed due to my initial claim on 6/26/23

claim file 7/25/23. Contract and emails stated a service technician would be assigned within 24/48 hours. Mine scheduled for 11 days later. actually came 14 days later and could not isolate the problem but the dishwasher ran ok. 2 days later I ran it and the same problem cropped back up. I filed another follow up claim on 8/14 and received an email and phone call that since this was a reoccurence a service tech would be assigned right away. As of 8/19 I called again because I have not received notice of a service appointment. When I talked to the rep she tried to give me a roundabout answer and told me that my claim would again be referred to somebody and that I should receive info after that. When I complained harder she actually laughed at me. I paid for 4 years on this contract and I am convinced this company is really not worthy of being called a home warranty service.

Nothing but headaches with CHW vary pissed off. Filed a claim for a Plumbing leak,after paying $75 deductible, they would not fix it. Kitchen faucet was leaking bad, $75 deductible and I had to buy the faucet. Filed a claim for Dishwasher that wouldn't work another $75 and fighting every day for over 4 weeks and they would not replace it, but said a check for only $246 was being sent towards new one and I had to go buy one myself $468 $50 for delivery and $250 for instalation? WHAT A RIP OFF vary dissatisfied with Choice Home Warrenty. STAY AWAY FROM THEM. IT'S A SCAM

Choice #Warranty has lied to us, lied to technicians sent us false information. We’ve had two separate claim orders going on for six months. We’ve been without hot water for 6 months because they have not fixed the issue. They keep sending new technicians to get a different diagnosis, every technician even the manufacturer said it needs to be replaced. Instead of replacing it, they keep playing a game and sending a new technician. We’ve had five technicians so far said exact same thing that it needs to be replaced. They will not replace stating they needing more information.Our basement was flooded because they wouldn’t replace a sub pump. They wouldn’t give enough money to the technicians for the labor. O my coner the cost of the part. Although their motto is if we can’t fix it we will replace it. NOT TEUE! We spend every week calling and sending emails to get help with the same answers getting us nowhere if you have cheap appliances, go ahead and use the service but you have anything of quality. Beware they will not fix or replace anything that is at a higher in value. I myself have three other clients using choice that have a high end appliances, and they are having exact same problems Choice you ought to be ashamed of yourself.

I was a customer for over 3 years. I experienced a problem with my heating system. It was very cold outside and the furnace was out. I called choice warranty and was told I had to wait 48 hours before I could file a claim. After the 48 hours I filed a claim and then the person that was assigned to repair needed another 48 hours. After they came and evaluated the issue. I was told they could not find the part. Choice warranty stated they had to have another 48 hours to investigate. After not having a place to stay for several days, I asked another company to come to the home and check the system. As it turned out the company misdiagnosed the system. I went ahead and paid for the furnace to be repaired. I attempted to get reimbursed based on the misdiagnosis and all the days of staying in a hotel and the stress, they told me they could reimburse me 50% of my cost. This happened in November and still no reimbursement. I called again and again. Now being told I have to refile the claim under reimbursement. This is poor customer service and could never speak to a supervisor. Beware if anything gets broken under the warranty.

I had my furnace stop working. Called choice home warranty and filed a claim. I waited 5 days for them to schedule to come look at my furnace. After 5 days I Called and was told no technician would come to my location and I should find a local company to repair my furnace. Had the furnace diagnosed. Uploaded the diagnosis and the repair quote. Choice wanted a itemized breakdown of every little part of the repair into parts and labor. My local repair technician would not do this since they would not pay for the time it would take to do this. Tried to resolve this for a month with no success so I authorized the repair. I had no choice since it was just before Christmas and it was getting colder. Choice then told me because I didn't get approval before work they were denying the claim. Went through managers and customer resolution department with no success.

For the better part of 9 months, we received calls daily, asking "when is your next available appointment time". At first I had no clue who these people were calling me multiple times a day, even after telling them to stop calling. Eventually I entertained the conversation, however once I was told they operate on a "Net Pay" system, I declined with explanation. The calls stopped for a little bit, only to pick right back up. The next time I entertained the conversation, I was told that "if approved, I could be paid as a credit card tech" and I would "be paid as soon as the jobs were completed". After being asked my rates and asking some questions myself, to understand how things would work, I decided to take the chance and see if it would work for us. There was never a onboarding process or any kind of training for the CHW/Rely vendor site, I received a one page email, somewhat explaining how to process my payments from CHW/Rely.

The first two jobs, there were a couple kinks in how I submitted my diagnosis because I was never told the do's and don'ts. However I was then told when I asked about payment, that it could take up to 48hrs. This IS NOT what I agreed to, however it was still all new, so I gave it some time. Then comes the 3rd job, which was further than I go out from my area but I took it because that is how I am. I get there, troubleshoot the exterior lights that weren't working, submit my diagnosis, only for it to be denied. Apparently "exterior fixtures aren't covered", however they still sent me out to the job, never explaining this to me. I explained that it was the wiring that was damaged, however that did not matter. So I spent 3.5hrs round trip, for pennies. I was instantly sent the link for the remaining balance of one hour, the problem is, that the rate they paid me, was much lower than my rate, which I was told I would get even though it was denied. I did a couple more jobs, however the links weren't sent out right away. I was told that it had something to do with my outlook account. I spent hours going through my email, to see if I had something locked or blocked and found nothing. I was getting all of their other emails, just not the pay link. Finally I gave them a personal email and the payments links started coming in.

Fast forward to date and I have done a total of 10 jobs, only being paid for the first 3 job listed above. On Dec 7th or 8th, I noticed a random message in my portal, telling me that they were changing my email back to the original email, you know, the one that did not work to begin with. I responded asking why they would do that without my knowledge first and that the email did not work, yet the personal email did work and things were finally working as they should. Since then, it has been a nightmare. I've been told that it would be escalated, however that never happened. I called on 12/11 asking why they would change things like they did and i was told "it will be fixed asap". I did not bother them for a week, finally calling back on 12/15. I was yet again fed some nonsense and lies again.

Here we are into this week and yesterday I was "promised" by Taylor, that I would not only receive a call by last night but I would also receive my payments last night as well, I am still waiting. I called again today and was told that Taylor was "at lunch", which is funny considering I was told their hours to speak to a live person, are 11a-4p est. Who takes a lunch for 5 hours of work. I then asked to just be patched through to a manager, the response I received was "I can submit a request and if approved, someone will call you in 24-48hrs". I have been waiting on a call from a manager, for well over 2 weeks now. They apparently called, however they called my office managers phone, said they would "call again tomorrow", never happened. Then when I called to ask why they changed the number to call, nobody could explain.

Now here I sit, having to write this complaint, when I have done everything right by them and the customers. I have been blamed for what they have messed up, IE the email change and original email issue with outlook, the phone number change etc. They have not taken accountability for anything that has happened. I assume I can give up on receiving my payments owed to me by CHW, so I will be sending the customers a bill directly and then I will put leans on their properties if needed.

What is upsetting, is the fact that I never reached out to them to obtain a workload from them. I was given a sob story about all the work orders in my area, that aren't being handle by anyone else, so I assumed this would be a great way to have additional work coming in. I was told so many conflicting things in the beginning, that then changed as we went on, only for each CHW rep, to treat me as if I am the problem or as if I am not smart enough to understand common sense. The issue was never me, it has always been CHW and their POOR lack of respect and customer service. I am a one man company, with a secretary, the money owed to us, is very much needed at the moment and even after explaining some personal reasons as to why it is so important, not a single person I have spoken to, has given a single care about anything I have told them, instead it has been broken promises and lies.

My dishwasher stopped washing and I called CHW to report the failure. They sent out a technician and collected ($60) service fee immediately. The technician assessed the problem as clogged spray heads and said they would get the information to Choice for approval. Choice denied the claim saying that it was not normal wear and tear and closed the case. I do not need a warranty company that can not afford me peace of mind when a system fails. CHW systematically denies claims to keep from having to pay them.

The same thing happened on a prior claim filed with my jacuzzi tub. I had been operating and using the tub correctly for years and once the motor failed, according to them I did not operate it correctly and they denied the claim. This company is a scam. Never again!

Sept 30,2023 I noticed water dripping from my ceiling. It was coming from the drip pan under the A/C unit. I called CHW and asked for service. Their agent informed me that the drip pan was not part of the A/C system and denied my claim. Not knowing who else to call I called an A/C contractor. When he arrived, he informed me that the A/C unit drain was blocked inside the unit. He cleared the blockage and dried up the unit as best he could but then told me all of the insulation in the unit was soaked as well as the output air box. He came back a week later and had to remove the coil, replace the insulation and repair the air chamber. The service call was $234.00 and the unit repair was $1450.00. I called CHW back and asked them to reconcile my claim and they told me they would send me $250.00. I canceled my policy.

Waiting 2 weeks for an option - appliance man came out, saw refrig no longer working, tried to order part, found part no longer made, said i'd hear from choice on my options, i've called three times, told each time they'd respond "within 24 to 48 hours..." i've not received a text, an email, or any communication whatsoever and meanwhile I haven't had a refrigerator for coming up on two weeks. Have to keep some meds in a cooler...!

2 Technicians were dispatched - 1 with 2 calls. a third technician was dispatched yesterday and never showed up. the message on line was that he couldn't get in touch with me. I was home all day with my cell phone. I called him with the number provided to me by Choice 3 times. His mail box was full and could only leave my phone number by SMS. No call back. I also called Choice 3 times ... the last time was at 7 pm. they told me that he may still show up that its still within the techs window (3-8) and call back at 8:15pm is he didnt show. I called Choice back at 8:15pm and was told by a recording that they closed at 8 pm. WAS THIS A BIG JOKE ON ME. I'M NOT LAUGHING. Meantime my freezer part is not working. My friend is holding my frozen food. This has been going on since OCTOBER 25, 2023.

I filed a claim, my washing machine was leaking. The technician came and assessed the washer and said the machine needed to be replaced. The request was denied. I also requested cash in lieu of repairs, they wanted a 2nd opinion in order to not have to complete the transaction. I am deeply disappointed with Choice.

The machine was over 15 years old.

Well bc the way they do business after just a month I quit taking there calls but I already had a lady I gave a quote to for new a/c system and she was told she has to pay half the bill so she saved up her money and called me I told her I haven’t done work for them in about a month so let me call to check about me getting paid as I’m 1st year in business and want to make sure they still pay me and honestly make sure it would be credit card payment instantly like I was set up on. I called twice bc I wanted to make sure both Choice employees told me the same thing. But they assured me I would be paid. So I decided I would do the work alone bc it was already too cheap bc they won’t pay a contractor for what he is really worth which is disrespectful in itself. So I did the work alone to cut down on labor cost and after I finished the lady and I talked for an hour she was great we became friends so I helped them with great customer service and provided my services to take care of her needs I didn’t want to in the beginning but if I contract work I honor my contract. So the next day I called like the two Choice employees told me to and spoke to an employee that contacted the customer she told her I completed the work and then that employee told me she escalated the work order and I should receive the link in 24 hours I waited and nothing so I called again and the next employee told me something it can be 24-48 hours so I waited called again then they said give it another day, I did and called again finally we arrived till Friday and I demanded to speak to payments director which they said they do not have access to they only send them a email. I think that is a complete lie NOT ONE COMPANY IN THE WORLD WOULD WORK THAT WAY. I was given excuses like the lady who submits payments was out two days that is why it is behind. WHICH AGAIN DISRESPECTFUL TO THINK IM THAT STUPID ONLY ONE LADY DOES IT ALL AND IF SHE IS OUT THE COMPANY CANT PAY ANYONE BC NO ONE ELSE CAN DO HER JOB THEY CALL HER THE COO TO MAKE YOU FEEL BETTER! I was pissed off and not paid still with no comfort I would they are wearing me down hoping I will give up. If they had an office close by I would drive in there and demand my payment.

I have filed a complaint about the broken issue with the refrigerator and I have been misled by the wrong information from the customer service and later I received an email for the claim denied and I raised an issue to discuss but the case management bluntly said no further talk and claim denied and cancelled my policy? Who has given the dictatorship right to the case manager to take instant decision until the existing claim is resolved? Why you sales team approach to me two years back with so many good things if you have dictator type case manager in your company. I am getting frustrated with your case manager and instead of helping the customer they are running away. I had a talk with the sear's technician, and I really love how they understand the problem I am going through.

they put my kids and family lives at risk!

the baby was so cold - the couldn’t find technician - had to find my own and fix it and pay 3 fees of 75 dollars - when i called they said - there system doesn’t allow them. They tell you on the phone they will credit you back just to get you off the phone - then when you call back they said they don’t have it in their notes.

i had a gas stove issue - been 2 months and i called and they told me i have to wait for the technician. Technician not picking up. i’m just done and will get my lawyer

i’m just done

submitted a claim sept 28 because the washer was leaking sent two technician who said it was humidity machine still leaking second person replaced the seal on the front door to washer this was denied because they said it was not covered under the terms the washer would not work if the door is not closed i hade to pay 285.00 for the seal and the washer was still leaking this company has the worst customer service i have ever delt with. we are in November 8th and the washer is still leaking. I am going to buy a new washer since no one ca figure out the problem.

Please reconsider if you are thinking of getting a home warranty from choice home warranty

I have choice plan edge cost $580.00 contract term 01-20-2023 to02-20-2024 my hot water heater started leaking 10-16-2023 I filed claim #[protected] explained hot water eater leaking at bottom .said they would contact repair person to repair or replace as of today no one has contacted me for repairs I have left massages every day since with no repairman as of yet .I am told daily they are working hard trying to find service person in area . I have isolated hot water heater and with out hot water. I asked them to talk to management that I wanted to file complaint .they said he would file for me ?

We filed a claim on 10/23/23, #[protected]. Policy # [protected]. I have asthma and depend on the exhaust fan.

We are 75 & 76 years old, bought our policy after reading the contract thinking it would give us piece of mind with a phone call to Choice. (ha ha). Notified Choice several times and keep getting the same answer. Working on it. Very disappointed you have not found a contractor to solve our problem. We would cancel our contract except cancellation fee. After three weeks of waiting for you to find a contractor. Unacceptable. Charles and Georgia Ort.

I filed telling them my fans were not working. They ignored me then they asked me to find my own repairman, so I found an electrical company and I sent them the estimate. Then they sent a repair man to look and he gave them an estimate and I paid them the $65 co pay. Then they never responded. I have emailed them about seven times and have been ignored.

We filed a claim on our oven back in april and this company has done nothing on the oven, I keep getting a bunch of bs, oh we can't find anyone to come out after numerous phone calls, this an absolute joke. On the garage door. They had a company come out and yes they fixed it and it lasted 3 days and again all I get is a run around on getting someone back our. If I knew this was going to be they way they do business, they would not have gotten my business

Called in june for vent fan in the roof ist guy that came said he could not remove the tiles with out permission his boss came the next time removed some tiles said he could not do the job over and over since june they keep sending the same companies with the same results now the say it is a different kind of tech that needs to come and I have to open a new claim and if I dont pay the 68 dollars they will not open the claim I already paid for a job that was not done and and choice knows this but pretty much said to bad for you this is the worst warrenty company I have ever dealt with no claim has gone with complications my next step after this is to contact my lawyer warning to stay far away from this company

Choice Home warranty is a fraud. The claim representatives work against you in order to deny your claim. They always try to put the blame on something or someone else. This company is not professional and does not take the responsibility of servicing it's customer's needs in a timely manner. The company approves what they want to approve, for the cheapest value.