Choice Home Warranty

I filed a claim on July 3 for collapsed ductwork. I was denied my claim coverage. The company refused to show me in my contract that I had in my possession where collapsed ductwork was not covered.

I have the Choice Home Warranty ultimate package.

They have been rude condescending and there’s a whole YouTube video about how they don’t honor their warranty. This company is ridiculous and should be shut down.

On 7/3/23 I filed a claim for a non working hot water heater. On 7/6/23 a tech came out, examined the heater, took pictures and said he would have to submit some infor to Choice. Next, I received an email from Choice that my claim for replacement was approved but I WOULD BE EXPECTED TO PAY $1007 TO THE TECHNICIAL (THE FLAT RATE CHOICE HAS NEGOTIATED WITH THEIR TECHNICIANS FOR POSSIBLE NON COVERED COST) WHEN THEY CAME TO INSTALL THE HEATER. This amount is more than what it cost me for a new heater and the installation

My Air Conditioner broke down on July 17 2023 I place a Service request on July 18 2023 took Choice warranty one month to send me a technician which he didn’t solve the problem choice home warranty assigned me another technician. Long story short it took choice another week to finally have a technician take a look of myAC unit and he told me that the motor needs to be replaced and he have to get authorization the next day choice send me an email stating it is not approved any way today is August 23 2023 my AC still not fixed

Do not buy this bad faith policy just wants to collect money drag out claims days to no pay ! Air went out 120 degrees they think it’s ok to wait 6 days for a repair company to come out ! Uninhabitable pd over 100’s dollars for policy to have hotel bills food spoiled pd the repair myself got a repair company in two hrs after getting jerked and lied to ! Promised to pay the repair on phone now tell me to scratch ! They’re useless a bad faith policy ! Lies and thievery you do not need to get ripped of like us seniors got taken advantage ripped off out 100’s do not buy have filed complaints with government agencies hope they shut them down ! Fraud in what we have experienced

Contracted home warranty work for them for them for less than a year. Had authorizations with authorization numbers to buy equipment, parts, and supplies for various jobs. Once these jobs were completed I had submitted the invoices with the authorization amount and numbers. Supposed to been paid within 2 weeks and has been over a year now with still no response from them. Had to purchase parts and air condition systems for replacements that they requested for me to purchase with the authorization numbers of approval for repayments totaling to over $12,000.00.

I filed a claim for my 1st floor central AC system. I was informed to get my own technician because they did not have one available. The outside temperatures were 95 to 100 degrees when the system failed. I called a reputable licensed HVAC company, y they accessed the problem and told me the furnace/ac fan in my first floor unit was bad and needed to be replaced, they removed the fan and I told them to perform the repair. We have a 3 month old infant and a senior citizen living in the home. I submitted the claim and was told it was denied because the unit was repaired. Several weeks later the outside condenser fan failed, I called their claims department and was told to include it with the original claim. All this company does is take your money. I’ve been a customer for over 5 years and have not had a claim in over a year and a half. The last time my HVAC had a problem they sent a repair person that falsely diagnosed the problem charged me $65.00. I did not believe him and asked him to leave my home. I called in a company that repaired the issue which was in the thermostat wiring’ not what their technician told me. I paid out of pocket and didn’t even try to get reimbursed. Every time I’ve called to cancel my contact they talked me into continuing. This company is a bogus company ripping consumers off.

You could not find a service tech after 4 days. Sop your phone person said find your own and send us a copy of paid invoice. ! day later you sent tech from smart pools. i had already ordered pump and yousmart pool person 1350 out of my pocket to fix it.Even if I had not gotten my own tech your tech should not be asking for money from me. He should set it up with you. I sent copy of paid invoice and now man in your claims department says you will pay nothing. You can check this with your recordings. You owe me some type of compensation. please call me at [protected] or email me at [protected]@hotmail.com Date 8-17-23 Time1:52pm

I have been trying to settle my claim since June.claim #[protected]

Policy #[protected]

Dryer

Had a tech come look at it he did not know how to open the machine. He was tugging and pulling and bending the lid to get access to it . Un believable. I should have taken a video of it . I have spent numerous go rounds and it’s the same story . I tried to leave a message Nicole Heard answer message status is that she is out of the office oh an emergency dated April 2020 and will be back on very strange. Is she the only claim person available? My machine is top of the line Electrolux from sears . Approx 6 years I am a single senior and the only one using it .

I find it hard to believe it can’t be repaired. And your offer is way below what it’s worth and the fact that you want to give me gift certificates from Lowes is despicable. Ian going oot please respond ASAP Dianne Rillera

I am writing to express my deep dissatisfaction with the service provided by Choice Warranty, specifically regarding a recent claim # [protected] I made for my air conditioning system. While my claim was approved, the experience I have had since then has been far from satisfactory.

Since my claim was approved (+1 week) and I am still without air conditioning in the scorching heat of summer. This prolonged wait for a service that I have been paying for is both uncomfortable and frustrating, particularly given the urgency of the situation.

Despite the claim being approved, the ordeal has continued for over one week, leaving my family without air conditioning during a critical time.

I have been in regular contact with the technical service team and Choice, who have informed me that they are awaiting the condenser. However, the persistent issue remains that no one seems to be able to provide me with a tracking number or any concrete details about the status and whereabouts of the equipment in question. This lack of transparency and communication is deeply concerning and raises serious doubts about the quality of service provided by Choice Warranty.

As a valued customer, I must emphasize that I am not only frustrated by the delay in resolving the issue but also by the apparent lack of effort to keep me informed about the progress of the repair. It is unacceptable to leave a customer in the dark regarding such a crucial aspect of their claim.

I kindly request the following actions be taken immediately:

Obtain Tracking Information: Please provide me with the tracking number for the equipment that is required to replace my air conditioning system. I deserve to know where my claim stands and how much longer I can expect to wait for the issue to be resolved.

Clarity on Delay: If there are unforeseen delays in acquiring the necessary equipment, I request a detailed explanation of the reasons behind the delay. Transparency in this matter is of the utmost importance to rebuild my confidence in Choice Warranty's commitment to customer satisfaction.

Immediate Action: I implore you to expedite the resolution of this issue without any further delay. My family's comfort and well-being are at stake, and I believe I have waited long enough for a solution.

Reevaluation of Customer Service: It is evident that the current customer service approach is falling short of expectations. I urge you to review and improve the customer service procedures to prevent similar incidents in the future.

I hope you understand the urgency of this matter and the impact it has had on my family. I have been a loyal customer of Choice Warranty, and I believe it is reasonable to expect a level of service that matches the commitments made in your warranty agreements.

I anticipate a prompt response that includes the tracking information, an explanation for the delay, and a concrete plan of action to resolve this matter without further delay. Your cooperation in this regard is critical in restoring my faith in Choice Warranty as a reliable service provider.

Thank you for your immediate attention to this matter.

Sincerely,

Carlos

I have been a customer of CHW for many years. Historically, their service has been average to good, but they have sometimes had trouble finding service technicians for work on a timely basis. So, they authorize the customer to get their own technician, have the repair done, and then submit the paid invoice for reimbursement. ~ All good so far.

Here's the problem: when all is said and done, getting the reimbursement is a song and a dance. The first problem is getting an approval of the technician's estimate for the repair, which CHW says they provide within 10 minutes, but have not, at least on my recent claim ...and then it's very hard getting the promised reimbursement.

I had two separate claims in March '23 and on both claims, CHW was unable to find a plumber for several days while in one case water was leaking into my basement and causing damage, and in the other we had no heat in winter ! I received authorization from CHW to find my own tech in both cases, and then did everything CHW wanted (because I am very familiar with their methods.) I got the work cost approval (after a long wait during which my plumber almost left) and then submitted the paid invoices a day or two after the work was done. CHW has different "portals" for different things, and wants everything submitted through these, but make it very hard to find the right ones. Once that was done, they do not send any acknowledgement that the documents have been received.

After waiting for the reimbursement for about 4 months, I called to speak with an account manager last Friday (Aug 11). Their phone lines are impossible to get through to, so I chose to receive a call back. An agent (Nicole) called me back after 4 hours and said the claim has not been paid because I had not submitted the invoices. She then directed me on how to make the submissions.

Following her explicit directions, I attempted to do so, but when I tried to submit the invoices, the website said "the claim is resolved" and would not accept the upload. (And that status is timestamped Aug 11,'23, and right AFTER my conversation with Nicole.) REALLY ? So why did she tell me to submit the invoices ?

I tried to call back, and they had closed for the weekend. I sent them an email and it went to "an unmonitored mailbox". I then messaged them through the portal, and there's no answer. REALLY !

Technician from Appliance Brothers came out to hone to see what was wrong with my washer and dryer on July 18,2023 the Technician stated that I needed both hoses replaced on my washer and the dryer needs a timer the Technician returned on July 25,2023 to fix both of the appliances and s if the appliances no working properly to call appliances Brothers and I had 30 days I notify appliance Brothers by phone and left a message also i texted him I quoted the technician texted back and stated no the the dryer is working properly please help in this matter I have been getting the runner from choice claim No one answered my calls and email by choice home warranty that my whirlpool washer is on recall I checked it myself it is not on recall if you can't fix it refund my money and I will get another appliances company to fix it thank you

I’ve been a customer with Choice for over 5 years. I am reaching out to you to give you feedback on my latest Claim ([protected]), and to hope that you can help in this matter.

Recently, one of my properties had a plumbing issue and your staff could not provide a plumber even though it was an emergency. Ten days and two tickets later, they gave me the go ahead to get my own plumber. I really didn’t want to go this route, because I would have to put the money out and hope to get it approved, but seeing it was an emergency, I did.

My plumber did everything correctly by clicking on the link the approval department did not get back to him at all. So, we waited to get it repaired. After three days of constant calls, the approval department (which I could not speak with) stated in the ticket they needed more information. Again, it was the same information, that my plumber provided. He did it again and your website stated it was uploaded. A day later and no one from Choice replied to him or followed up. I called choice again and they said they needed the same info. I argued and even got a manager involved and still they insisted I needed to upload more info. I did it twice more and called and they said they never got it. I am beyond frustrated at this point.

Given the severity of the issue, I gave the plumber the go ahead to repair the faulty pressure valve and paid out of my pocket. I continued to call Choice and managers to get reimbursed, but in the end, they used the policy against me stating they didn’t approve and now I am out $500. I do think this fair at all given the time I had to wait for an approval that I feel they were never going to approve in the first place despite the pressure valve being covered.

In closing, my contract is up for renewal in 2024 and given this latest experience, I find it hard to re-sign with Choice for another 3 years.

Sincerely yours,

Charles Carfagno

We are a plumbing co and we signed up with Choice Home warranty about a year ago and just a few months into business with them they were horrible at communicating, no one to call and everything is only online so we could not ever get help when at a customers home. They barely speak English when they call to throw a customer at you and give poor details. We canceled with them and they STILL call us and I am not joking about 5-6 times EVERY DAY! I call and email and complain and they still keep calling. I ask them every time when they call to stop calling and to take us off their list that we are NOT contracted with them anymore. At this point it is so disruptive to our company and I cannot stop them. Anyone know anything we can do? I have added a complaint to the phone directory but that night take awhile

My Refrigerator is leaking and I have ice standing in the bottom. Filed the claim. A very inexperienceed repair man came (used google search) and supposedly fixed it.. NO in two days it was leaking again. I have called them three times, a repair man was suppose to come on August 9t between 12 and 6 Never showed. Im afraid it will leak onto my floor and ruin the flooring

This is the second problem I had with them The first was my washer. After six weeks of trying to get it fix, i purchased a new one at my own expense.

The stress that these two incidents has and is causing me is terrible

I have signed up with Choice home warranty and their service has been very poor. My Air conditioner has gone faulty and they said inner coil to be replaced and later they said the outer coil need to be replaced and i need to pay nearly ~4500 USD.

I did ask for details, but they did not provide any details and when i spoke to them they apologies and open a new claim every time to fix the issue and hence 2.5 months have passed without any resolution.

I need a resolution for this and hope this board will help me with right guidance.

Thank you