Choice Home Warranty

Last June/2019 we were exercising problems with our central airconditioner. A technician was dispatched and evaluated the compressor was in need of replacement. Choice home warranty declined to replace it due to the unit still operating.
This June/2020 the unit completely failed. Again a technician was dispatched and determined that the compressor was in need of replacement. Choice home warranty declined the claim stating that the failure was due to"lack of customer maintenance".
Choice home warranty makes their evaluation disregarding professional findings.

after waiting 3 days for a call to let me know a service person will call for an appointment, i finally had someone come on friday june26. i thought the dryer was fixed. when i did a wash that night, and put the clothes in dryer, the dryer did not dry clothes. cold air came from dryer. its been a nightmare trying to get a repair person back. my house phone dyed with low battery. after many hours of trying, i finally got call that a service person will come on july 7. why should i have to wait 11 days for service? please help to get someone here sooner. i have two policies with choice home warranty. if this is not resolved sooner, i will cancel both. thanks.

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.

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

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.

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

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.

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.

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.

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.

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...

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]

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]

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!