Choice Home Warranty

Please be advice about this company and their ethical practices before you do business with them. Their contract and agreement they have with you is meaningless, and they will tell you that when you need to use the warranty. This is a lengthy read, but please read before doing business with them. Here is my experience: I called and placed a claim for my air conditioning unit not cooling correctly. Choice home warranty sent a technician out a week later; the technician diagnostic was the evaporator coil was not functioning correctly and had a leak. He said he would file the claim with choice and they will get back with me. A few hours later I received an email stating “congratulations we are going to cover your evaporator cool.” Below that it stated I need to give choice my credit card information because I will owe them $1475 for parts. It then stated I need to pay the technician $3100 upon arrival for his additional services. I called choice for an explanation, I was told according to the technician the system is not comparable if just the evaporator coil is changed and I need to pay to get it compatible. I called the technician he informed me he never told choice that, he then said my system is a newer system and there is no issues with compatibility. Changing just the evaporator coil will be fine. I called choice back, they then told me I need to deny the additional charges and a case manager will call me. I denied the additional $4500 plus in charges and waited. Two days later I was in touch with a case manager. I was told that the appointment in the phone with him is just a 15 minute call because he is busy. I asked for an explanation he said I have to pay the extra charges if they will change the evaporator coil. I asked him why he said because of compatibility issues. I informed him the technician said that’s not the case. He paused and then said well here’s the bottom line. I have the sole decision in this matter and that’s how it is. He said either pay the additional costs or figure something out. I asked for a manager. He told me he will schedule a 15 minute call with his manager. That was another two days later. In two days the manager called and said it’s a compatibility issue. I told him I had two technician come and looked at it and they all said that’s not the case. He then said well what I can do is give you $548 because that’s how much a new coil plus refrigerant and labor will cost. I asked him so for $548 worth of work you want me to spend $4500 plus out of my pocket to get the system “compatible” he said that’s correct. I went and got 4 bids for a new evaporator coil. With refrigerant and labor the bids were between $[protected]. I called choice and asked how they got to a number of $548 another case manager told me that’s the real cost and I am not choosing contractors correctly and I am getting ripped off. She told me they will not fix the i evaporator coil that I can either take $548 or figure it out. Be careful reading these reviews on here. They are misleading. It is now two weeks, and I am still trying to get choice to honor their contract. In the middle of all this yesterday they changed the terms to my contract and monthly rate. They sent me a email stating this goes in effect in two weeks. So in the middle of a claim, they will change your contract as well. I am going to have to possibly end up taking this to arbitration. I have all calls, correspondence and contracts to show how truly this operates. They are not morally or ethically practicing their words or literature. They are misleading and will not show any empathy or concerns for your needs. They will make you wait days to speak to someone as well. I will update this if anything changes. Everything I stated is a non emotional fact. This company is rated a C with the BBB if you want to truly see how they operate read those reviews

Case Manager Jade Dunn was a consummate professional and hung up on me as I was trying to tell her that going forward we will wait until Choice can assign a technician versus their suggestion of using our own after they couldn't assign a technician in a timely manner. After 3 months of back & forth with them, we received $0 reimbursement for our $3000 hot water heater.

I have a warranty with Choice HW. I’ve had serval issues with this company and them not covering supplies, materials and work on Appliances listed under their contracts. They seem to rely on their “fine print” which according to the agencies rep. States the company only had to pay what “they can” and what “they think” is reasonable. Why would anyone pay for a warranty that doesn’t cover the actual product they paid for I had theses policies to cover the items in my home to avoid costly repairs With choice you pay them and still pay for costly repairs I recently had a Whirlpool built in microwave go completely out. I paid $75 to the tech just for a diagnosis and Choice would only give me a total of $191 in a Lowe’s gift card. They wouldn’t consider what the replacement cost would be plus I have to have the old microwave removed, discarded and the new microwave installed. $191 to Lowe’s does not equate to a WARRANTY at all! Thai company steals consumers money, lies and have the worse customer care team. This business should be sued in a class action suit.

I paid cash for my home warranty in full to cover everything in my home, including pool and roof. Every time I call, I get no response. I am requesting a refund of my money that I paid, because the year is almost over, and I haven't gotten one repair done. I called about my hot tub backing up a month ago and no response, I called about my roof 6 months ago and no response. It seems that they're just taking my money and not fixing anything like they promised when they signed me up. Sounds like elder abuse to me. I will be calling the BBB to file a complaint.

On August 24,2023 I submitted a claim as the handle on the multiport valve had broken off, Due to the company not being able to find a suitable contractor in the area, it was suggested that I find someone in my area. I contacted a pool service in my area. They repaired the valve and submitted a claim to Choice Home Warranty. This claim was denied, and I initiated an appeal. I had a discussion with a claims person who indicated that the claim was refused because it did not state that the breakage was considered normal wear and tear, per contractual requirement. After this discussion, I had the pool service update the claim to state that this occurred because of normal wear and tear. After submittal, I received a phone call that the appeal was denied; however, this claim was never updated on the website. I was also told that no further appeals could be made.

On 8/9/23 a claim was filed online. On Monday 8\14 a technician came out and stated the compressor was bad and he had to report the findings to the company. That same night I received a text stating the job needed a follow-up. On 8/18 another technician came out and checked the a/c unit stated the compressor was bad, Pictures were also taken of the in and outside unit. I received another text stating a follow-up is needed. No one reached out to me after those visits. I had to call both Home Warranty and the A/C company to inquire about the status of my claim. Meanwhile, the temperature reaches from 99-114 outside 87-90 and higher inside. As of todays date 9/1/23, I am still without a working A/C. I had to go to the doctor twice due to the excessive heat inside my home. I am truly disappointed and upset. This is living nightmare for a senior citizen to go through in this heat. No one seems to have a resolution to my problem.

cc: CEO, COO, BBB

They always have loop hole not to cover these people all they have is sales people out to do repairs they always want to sell you the unit telling him that it’s unrepairable and the one replace it have an air condition that pan is leaking and they’re saying they don’t cover that because it’s outside the unit sitting in an attic they always have loop hope not to pay him when you called to complain the escalation department everyone’s manager there in terms glorified agents

I place a service call with CHW for my AC Unit wasn't getting cold around July 21, they sent me a email stating they haven't found anyone an i have a option to hirer a ac company to come out an check my ac an they reverse my money, they eventually sent a one man show out to my home, And he stated that it was my evaporator coil clogged with debri an he could fix it for 500.00, he was going to let CHW know that was the issue with my ac. Long story short my claim was denied cause that was a maintenance issue ok no problem. I had 2 differant ac company come out and check an get their price. Both companies told me my evaporator coil is not clogged with debri, i have a leak in my ac hvac that is leaking freon an it was low. I call CHW an let them know it wasn't my coil it was the hvac unit that was the issue, they told me i need to get the evaporator coil fix how can you get something fix when thier is nothing wrong with it. I told the case manager that i have a invoice from the ac company stating what the issue was an she still stated they going to go by what their guy said. They rather believe a guy who was trying to get paid on the side then a legit company, crooked knows crooked , that's why they got fired that day (CHW)!

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

All of the above have not been repaired. Techs do or dont show up. Chw authorized me to find a tech, but chw does not pay so they wont work for them. We are seniors with health problems and have been without a/c for a year. Without clothes dryer for 9 months. Furnace just when out. We cannot go through an idaho winter with out heat. I have checked with a number of HVAC companies here and NONE of them want anything to do with choice home warranty because they do not pay or reimburse the company handling the claim. One company out of Idaho falls said CHW still owes him of 30k after he installed a heating/a/c system and still has not got paid. After numberous calls they say well we are having trouble finding a company that will take the call so they give me permission to call the company to help me. But no one in a four county span will deal with CHW, because it is handled by foreign people that barely speek English. THE WILL DO NOTHING. ALL I WANT IS EITHER MY STUFF FIXED OR I WOULD LIKE MY MONEY BACK. Help! help!

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.

Marie Dealing

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I am beyond P.O. with CHOICE HOME WARRANTY. It started in FEB. YES Feb.2023. Every 15th of the month I had *automatic* withdrawal to pay CHW. On the lost my card. On FEB 15, I went straight to VYSTAR and got a new Debit Card and called the NEW card to CHW. The ONLY company I changed the card with. I pay ALL my auto withdrawal through PAYPAL. On the 16th I see a pending charge of 149.99 and on the 17th it was taken out of my account. I called Vystar and cancelled the new Debit Card. All Vystar had at the time was a phone # the charge came from. I spent 9.99 to find out where the # came from. It came from GAME STOP in Ft. Worth Tx. Called Ft. Worth Tx and talked to a guy named Larry, who of course had no clue what I was talking about. Instead of waiting 7-10 business days to get my money back into my account, THANKS to Danielle and Elisia at Vystar my money was returned to my account on the 20st of Feb. Since FEB 2023, CHW has been charging my old Debit card with my monthly CHW fee. In FEB I also CANCELLED my CHW. As of today AUG.18.2023 CHW is trying to charge my OLD, STOLEN debit card the amount of 453.67 which is ALWAYS declined. Since FEB I have been trying to get ahold of a person in CHARGE. Every time the connect me to what they call the SOLUTION DEPT. I get disconnected. I can't count how many times

I called CHW and left my CALL BACK #. Until TODAY AUG.18,23 - 6 MONTH LATER, NO ONE has called me back. Forget about talking to a person in charge. And CHOICE HOME WARRANTY is supposed to be Nr ONE of all Home Warranties? Give me a BREAK. CHOICE HOME WARRANTY is the WORSE when it comes to CUSTOMER SERVICE and DEBIT CARD FRAUD. -BEWARE.

A claim was filed for repair on my dryer on August 7, 2023, I think. The only correspondence that I received was that Choice Warranty was having trouble assigning the job to a technician and I had the option of waiting or having it fixed and being reimbursed. Since there was no further response, I had the dryer repaired myself on August 14, 2023. I contacted Choice Warranty on August August 18, 2023 to notify them that I had paid for the repair and was informed that the dryer was scheduled to be repaired by A & E Service on August 24, 2023 and an email was sent to me on August 11, 2023 informing me of such. I explained to them that I received no such email and checked my SPAM folder also. It was determined by the company that I had not gotten permission from them to proceed with getting someone to repair the dryer, therefore I could not be reimbursed. I am highly disappointed in the service that I have received the last several times from CHW. It takes forever for any type of service to be rendered and the upfront price has continued to increase over the years. The service is nothing like it used to be when I first enrolled in the program several years ago. I feel the service to customers should be improved in whatever manner it takes to satisfy customers. A person should not have to wait 3-4 weeks for repairs.

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