Choice Home Warranty

The purpose of this complaint is to explain the issues I've experienced with CHW since November 2022. I filed a claim for both my washer and dryer in Nov 2022. The service tech came out in Dec 2022. He supposedlyly ordered parts for the dryer, he said the water has to be leaking to diagnose the washer and take pictures and call him back when I see water. I took the pictures, but was never able to get in contact with him about when he was returning to fix the dryer and show him the water leaking from the washer. I contacted CHW and they gave me his number and told me to call him. I told them this is their contractor and they should be reaching out to him and providing me with updates. I took the number and never an answer. I call CHW back and explain the situation a 2nd time. They put me on hold and said they talked to him and he had to order the parts and he'll contact me again. This took place from December 2022 until April 2023. I spoke with several people, case managers, and was lied to over and over. They finally decided to have me get another service tech or the money it cost to repair which I think was $444. I asked what about my service fee I paid and they would not return because he did come out. I complained about the amount of time it took to come to a resolution, all the calls, my having to spend money going to the laundromat because they decided to keep giving me the run around. I accepted the cost of the repair vs calling someone else out. It took almost 2 months to get the check and I was given the run around about that each time I called I was given a different story. We're now back to the washer becuse I'm still having issues and calling about that. They sent someone out and he spent a whole 2 minutes looking at it and said he don't see any leaks so he can't diagnose it. I've been dealing with this since 2022 as well. Same issue. They sent someone else out and said since I've been dealing with this for so long I don't have to pay the service fee. That turned out to be a lie by the case manager because I did have to pay before the tech left my house. He did take the time and took the washer apart and diagnosed it as not worth repairing. It would cost more to repair than it is worth. I called CHW and explained I wanted a refund and they said they would credit me for the next service call they could not give me a refund which is very unfair and I was lied to. I explained whose to say there will be another breakdown ...we went back and forth about that and needless to say they would not refund me the service fee. I was happy that this person did take the time to actually look at my washing machine and saw the issue I had been dealing with and constantly calling about since 2022. Here is the kick in the teeth. I get a good news from CHW, they gave me $343 for my washing machine, what on earth can I buy with that. Here is where your commercials need to state we don't replace if it can't be fixed, we'll give you some money towards it. That is exactly what happened to me. Very disappointing. I was offered more for the dryer that could be repaired than I got for the washer that could nt. If you add in the service call fee I'm getting even less. If you add in the trips to the laundromat because when using the washer water is leaking everywhere I'm in the hole. CHW blew me off on that. In between this there was an issue with my water heater that end up needing to be replaced. Please explain to me why I had to pay $700 for the repair. CHW explained what they covered and would not explain to me the cost of anything and what additional work was needed. They told me to contact the installers, the installers told me to contact CHW for the information. This was another losing battle and here I am again paying for the majority of the cost of the replacement water heater and no one could explain to me why. I took pictures there was no additional installation of pipes, etc...so I got stumped in the teeth again by CHW. There were so many phone calls and lies told to me from November 2022 to July 2023. I wanted to cancel my service with CHW during the washer and dryer fiasco, but was told if I do they would not pay me out. I asked even if my claims were filed prior to me cancelling and they said yes. So here I am paying for 2 more months of service with a company that has treated me like [censored]. I find out someone that i referred CHW to before I filed any claims and the same issue with them of sending bogus service techs to her home and not responding. How emberassing to find that out and to know I referred CHW. There was so many lies and run around and it would be interesting to see how many more consumers experienced these same issue. I've asked for the complaint department information and from customer service to the case managers none of hem would help me. I'm going to get to corporate one way or another and share my story with others. The commercials need to stop spreading such lies and speak the truth. I'm very upset about the offer for my washer, the $700 I paid for the water heater and service fee I was told would be waived since this was an ongoing issue. It is unfair and was not worth the stress. This did not give me a piece of mind when something broke down.

I had a leak in the main water line coming into my house, also the circulator attached to the water heater went out. I called and asked for a call back so I could file a claim and get the problems fixed. No one called me back, I had to have water in my house, so I got it fixed. Finally got a call back and they won't reimburse me for the fix because I didn't file a claim ahead of getting it fixed. Couldn't file a claim because they wouldn't call me back, well at least they got their money out of me!

We have had a claim for Air Conditioning repair under our current and valid warranty filed on June 28, 2023. As of August 4, 2023 our repeat requests by email for a manager to contact us has not been honored.

When you call them you are directed to leave an number for a call back that may or may not happen. Each time that we have been able to get someone they ask that we allow another 24 hours as all contractors are busy this season.

We simply want answers and our Air Condtioning repaired. Choice contracted with Ridgeland Group LLC out of Memphis who also does not answer the telephone but took our $75 required for the initial call. That is the only appointment they confirmed and actually made it to our home when scheduled. All other days and call are filled with excuses blaming Choice Home Warranty and Choice blaming Ridgeland.

We will file another complaint on Ridgeland as well. If you have recommendations, please let us know.

We went out to access a work order, informed them of the work that needed to be done and the cost to perform the work. The gentleman I spoke with on a Friday after 7PM EST said the repair was approved above the $100 they told the customer only for us to bill them and not be paid for the work nor the two trips to the customenr property. Called the customer for her to call Choice Home Warranty only for them to tell her they were processing the payment to our company. We have still not been paid and I have made over 50 calls. To add insult to injury they are still calling us to request our services for additional work.

I signed up with Choice Home Warranty (CHW) on 05/11/2023 and paid my initial fee to start the 30 day waiting period for the home to be covered. On 6/18/23, I called in a claim that my a/c was blowing air but not cooling the house during the heat of the day. At night it could but not during heat of the day (live in Texas). On the 20th, a technician came and stated I needed freon, added the freon and A/C worked fine. He said he wouldn't check for a leak because CHW would not pay for that unless he had to come out again.

On July 1st, started have same problem again. Another technician came and this tech refused to submit his diagnostics until CHW agreed to pay him for checking for a leak. So I took a 1/2 day off and he never did submit his diagnostics. He still hasn't as of this complaint.

Then I found out that the 1st claim was denied. After numerous attempts finally a case worker was assigned. Was told it was denied because it was considered "pre-existing condition". and that the leak couldn't have happened from date of 6/11 to 6/18 when I placed the claim nor could that much freon have leaked in that amount of time. At this time NO diagnostics were ever submitted, no one knew where the leak is, how it was caused, how big or small it is etc...)

I live in an older home, by myself. That is why I purchased the warranty. Anything can go out at any time and I wanted the financial security of what I thought a home service warranty is supposed to cover. I cannot help that I had the bad misfortune for my system to stop working 8 days after my coverage went into effect, June 11th. But I thought that is what the 30 day waiting period was for? So I can't wait til something breaks and then get coverage. I understand that. But it didn't break and wasn't broken until the coverage started after June 11th.

I submitted documentation to the company of annual full a/c system check done March 31, 2023. This seasonal check clearly states that "system was fully working" I replaced a blower as suggested by them. CHW dismissed this stating "they must have not done it right or they would have found the leak"

I submitted documentation that I was covered under another home warranty company from 5/12/2022 - 5/12/2023, that proves there was no lapse in coverage from my previous company and theirs. Which their website clearly states they will start coverage sooner (waive the 30 day waiting period) if I can provide that information. Which I didn't even know or realize until they denied me for preexisting conditions. And my documentation clearly meets that criteria.

Additionally, when speaking with claim specialist and the escalation department the reason for denial changed from "pre-existing" to "not due to normal wear and tear" based on whichever supporting documentation I referred to or questions that I asked. My a/c is 11 years old, the normal wear and tear of an a/c has been happening for the past 11 years, again I realize that. Anything can happen any time and day, which is why I purchase home warranty insurance.

Sadly, after I began having problems I found out this company has numerous complaints against them and suits filed against them by the attorney general in Arizona.

I have talked to 3 claim assistants since the 1st denial:

6/18 - Made 1st claim - 6/21 - A/C company added freon to unit. Did not attempt to check for a leak

7/1 - Made 2nd claim. 7/3 2nd A/C company came out but refused to submit what they found to CHW, said he wouldn't submit until they agreed to pay him.

On 7/7 Spoke with Marlene L, states claim was denied because of not due to normal wear and tear and it was a 'pre-existing condition" I told her I could provide records that the system had been properly maintained and I did.

7/10 - Spoke with Shakir Jones - said had the records but that didn't prove anything. Stated that if the company had performed the service correctly, they would have found a leak. Again, changes between "not normal wear and tear" or "pre-existing condition" depending on what documentation I referred to.I submitted documentation to the company of annual full a/c system check done March 31, 2023. This seasonal check clearly states that "system was fully working" I replaced a blower as suggested by them. CHW dismissed this stating "they must have not done it right or they would have found the leak"

I submitted documentation that I was covered under another home warranty company from 5/12/2022 - 5/12/2023, that proves there was no lapse in coverage from my previous company and theirs. Which their website clearly states they will start coverage sooner (waive the 30 day waiting period) if I can provide that information. Which I didn't even know or realize until they denied me for preexisting conditions. And my documentation clearly meets that criteria.

Additionally, when speaking with claim specialist and the escalation department the reason for denial changed from "pre-existing" to "not due to normal wear and tear" based on whichever supporting documentation I referred to or questions that I asked. My a/c is 11 years old, the normal wear and tear of an a/c has been happening for the past 11 years, again I realize that. Anything can happen any time and day, which is why I purchase home warranty insurance.

Sadly, after I began having problems I found out this company has numerous complaints against them and suits filed against them by the attorney general in Arizona.

I have talked to 3 claim assistants since the 1st denial:

6/18 - Made 1st claim - 6/21 - A/C company added freon to unit. Did not attempt to check for a leak

7/1 - Made 2nd claim. 7/3 2nd A/C company came out but refused to submit what they found to CHW, said he wouldn't submit until they agreed to pay him.

On 7/7 Spoke with Marlene L, states claim was denied because of not due to normal wear and tear and it was a 'pre-existing condition" I told her I could provide records that the system had been properly maintained and I did.

7/10 - Spoke with Shakir Jones - said had the records but that didn't prove anything. Stated that if the company had performed the service correctly, they would have found a leak. Again, changes between "not normal wear and tear" or "pre-existing condition" depending on what documentation I refer to.

SInce this time I have since had to repair the air conditioner myself with my own money.

Choice home warranty is not reliable its been over 2 weeks to resolve my issue. first we waited almost a week and the told we need to clean the coil .they would not cover that although we change the filters.so we paid for that then told we need refrigerant. they send this [censored] out . he was not told to fix issue by them so he left.then almost a week later they send another company out and again we were told they won't cove the coil because it in bad shape. I wanted to cancel on the prorated price ,I was told they will prorate but charge for previous calls.I have a voice recording from sales saying they will only pro rete not deduct for previous calls.

To get a refund from Choice Home Warranty, you need to

Contact the warranty company via registered mail and request a written verification of warranty cancellation.

Wait for a check from the home warranty company with the prorated premium refund, which may have a cancellation fee removed from it.

Submit the cancellation fee and wait for the refund amount. It can either be in check or direct deposit in your bank account.

Once you receive your refund and the process is done, file your cancellation receipt with your other important home warranty documents.

If you cancel your plan within 30 days, Choice will fully refund your purchase, but the company does charge a $50 cancellation fee to cover administrative costs. If you cancel your plan after the 30-day introductory period, you can still receive a prorated refund3.

Almost 2 weeks ago I called in for a service call on my AC unit first I was told it would be a free call and A&J demanded $45.00 cash only no check or credit card. We were told they would be out the next day "NO" I called your company and was told The claim was approved then over night was denied. I called in since we do our normal maintenance changing filters making sure drain is flushed and outside coil is clean. after talking to someone I agreed to have a company come in and clean coil and I sent in copy of bill. You then overturned the and agreed to take of other issue. I was told A&J would come out the next day, and they showed up and the tech said he was told to come out but had no work order to repair AC. I then spoke to a supervisor 7/26/23 he called A&J and was told the would call me later that day to set up an appointment. they never did.Yesterday I called your company and was told A&J cant be reached and they will be black listed and the repair will be re assigned. well no one called or e-mailed me to come out today as told by a rep. from your company. Today I get an E-mail a=saying they are lookin for a company. This is not acceptable. almost 2 weeks in the Miami heat. My wife is a Dr. and already took off 2 1/2 day for your people to come out.

If this is not taken care of NOW , I will go to court for Pain & Suffering. even if I lose you will need to send a rep to court, or a lawyer. As of now I am letting the world know how good your service is.

I was a customer for close to 4 years, on automatic bill pay. I carry the policy because i'm a sr. On a fixed income "ss" only. I can not afford a catastrophic appliance failure...

"hcw" has collected from me over $3.0k in monthly payments. I had never submitted a claim? i submitted my 1st claim on or about the 19th of july 23 for a hot water heater failure.

A tech arrived at my home of wich i was required to pay $85.00 he spent all of 3 minutes? he took photos and said we'll be calling you back. I was then notified by "hcw" that my claim ahd been denied..?

explanation given?: can not be interpreted by an astronaut.

I was turned over to the retention dept. 1st occasion: i spoke with, akeem he told me he would issue me a $300.00 credit to "air promaster" and i would be responsible for $480.00 out of pocket and no more..!

i waited 2 days, no contact.

2nd occasion retention dept. I spoke with "travia" she confirmed yes the credit has been issued, "it may take 24 hours she also confirmed my out of pocket expenses (no more than $480.00)...

2 days passed no contact from contractor, so i called them explaining that a credit for $300.00 has been issued and that my "oope" was to be $480.00..

3rd occasion with retention dept. I sopke with travis. He alls good he reaffirmed to me that my "oope" would be $480.00

i contacted the contractor mid afternoon that same day, they told me yes they received a credit for $300 and that my "oope" would be $1788. And change?

Work was preformed and authorization was revised for 3 work orders. Our account was placed on hold due to high pricing and were told this would be re activated after 6 months.

When the account was frozen we were unable to invoice the last job completed and authorized. Due to no access to the portal we were told this would be done manually once the account was re instated.

Multiple messages have been sent requesting account re instatement and payment and no response has been received.

Amounts owed :

$1115

$1585

$1325

Completed three separate jobs two of which were new installs and they have discontinued all communication with me as well. After arguing about pricing that I did not approve they try to speak to you like you have no intelligence adn can be taken advantage of. Statistics such as pricing to high and reassignments to high are just some of the tactics they try to use to screw you over. Not to mention when they authorize a dollar amount only to turn around and change said amount to much lower when time to pay out

Choice Home Warranty,

Policy #: [protected]

Claim #: [protected]

In your diagnosis of my claim (#[protected]), you determined that the best long-term solution is to replace my Oven Stove Cooktop. In lieu of replacement, you offered a Lowe’s eGift Cards based on my current system’s features and capacity to select the system of my choice. The amount of your offer, $338.00, doesn’t begin to cover a similar replacement stove from Lowe’s.

The stove (Kenmore PRO 36-Inch Self-Clean Dual-Fuel Range 22-79623 – Stainless), along with the other appliances, came with the purchase of my home in 2011. Please refer to the attached files for additional information on my stove.

Wiley C Lewis

540 County Road 648

Dayton, TX 77535

Phone: [protected]

Email: [protected]@att.net

We are an HVAC company. We went out on a call for Choice Home Warranty. We discovered that the blower motor was bad and received authorization to replace the motor. Once the motor was replaced, we discovered (which we could not have done without replacing the blower motor) that the condenser had gone bad as well. We contacted CHW and explained the situation. Cost to replace the condenser would be $2400 or at this point they could replace the system. CHW decided that they would rather replace the system due to its age. We replaced the system and they paid their portion. However, after we deducted the cost for the blower motor, we have been trying for months to collect for the labor to install the blower motor. They said as it did not fix the problem, they will not pay us. We are out $265.

All claims take forever to be paid and 90% of the time they will not pay the total amount do. You will spend hours on the phone trying to get paid.

Thanks to them, we will NEVER do business with a home warranty company again. BEWARE!

On 18 Jul 23, a CHW Technician Bonnets Appliance Repairs came out to checkout my Kenmore Pro Dual Fuel Range (Claim #: [protected]) and my Kenmore Elite Microwave / Convection Oven (Claim #: [protected].) He repaired the microwave, but he said that he wasn’t qualified on the Kenmore Pro Dual Fuel Range. We were charged $170.00 as a service charge although he wasn’t qualified to repair the Kenmore Pro Dual Fuel Range. Today we were charged an addition $85.00 service charge by the qualified Sears technician to checkout the Kenmore Elite Microwave / Convection Oven.

AC failed on July 10, 2023, it is now July 20 and still no technicians have been assigned. They want us to get our own technician and pay out of pocket. Keep telling me that they escalated the claim and we should have one within 24-48 hours. Now they will probably say it's denied for some stupid [censored] reason. I don't trust them. The unit was working perfectly fine up until then!

I have been trying to get my air condition unit repaired since 7/3/2023. The AC company they sent to repair was trying to get business of his company. He was trying to sell me his air condition unit for $7000. He sent pictures of an AC unit that wasn't mine and false information on what caused my AC unit to fail. I requested for Choice Warranty to send someone else out, they refused. They denied my claim and asked for an appeal. I got estimate from another AC certified company who's estimate shows, I do not need a new unit but only a compressor. After days of trying to contact my case manager who's voicemail was disabled and he never answered my email, On 7/12/23. I spoke to Case Manger Brandon Foote. I send him a copy of the estimate from the AC company, I hired and a picture of my AC Unit. He never called or sent an email with an update on the status of my air conditioner being repaired. I called back on 7/19/23 and someone named John was impersonating my case worker and once I acknowledge to him the call was being recorded. He then Identify himself on who he was and stated there was no one higher than the case manager and he was not sending anyone else out for a 2nd opinion.

Customer # [protected] I have not received a CHW authorized service provider to repair/replace my tankless gas water heater after 20 days of waiting. I have not had my whirlpool jets tub repaired after an electrician sent out & paid over 9 months ago. I have not got a working dishwasher since 11-25-2022. Tech. came out 7-06-23. Not yet repaired/replaced! I am having ongoing problems with my gas range/oven which has been serviced under CHW 3 times prior to now. last visit from electrician for stove circuit replacement said the stove needed to be replaced !

Been given the run around for plumbing claims. Almost a month now both my toilet and kitchen faucet if not fixed. Toilet is still leaking and the part for the faucet never delivered.

No one came tell me the truth about the claim. Service technicians don’t know what they are doing. And choice warranty close the claims and I am so frustrated with the customer service call center, they are not doing their jobs.

Submitted claim to Choice Home Warranty for a broken A/C on 06.16.2023. I received an email notification of an 06.30.2023 appointment. On that date no one showed up. Eventually I found an email sent on evening of 06.29.2023 cancelling appointment. After waiting 14 days and the temperature quite often over 100 degrees I decided to expedite matters by calling and telling you that I do not choose to find a local repairman. The person I spoke with said I would hear from you within 24-48 hours with a new appointment. This did not happen. After 11 more days I called again. This time I asked to speak to a manager. Eventually I spoke to Lindsay who told me they were looking for a repairman in my area and that I should work with them. I am in the middle ofa heat wave and have been without A/C for at least a month. My question is...if you don't have repairmen in this area why are you selling insurance here?

I've been with Choice Home Warranty since 2021. All was good until my air conditioner went out. Instead of repairing the leaking coil they just kept on sending out service techs to put more freon in (each service call cost me $65). It recently got to the point where the recharge would only last a few days. My wife and I are in our 70's and we have had no AC for almost a month now. The one company they authorized to do the repair did such shoddy work and wanted to charge us almost $3000.00 for extra work they said the system needed that we refused to use them. Now Choice just keeps blowing us off. they have been non-responsive. Since I live in Arizona, I contacted the Attorney General's office who confirmed that Choice is being sued by them. I also found out that the EPA requires that AC units must be repaired if the recharge exceeds 10% of the freon capacity. My unit holds 22 pounds of freon. Since May of 2022 they have allowed over 30 pounds of freon to be added to my leaking system. Choice is not the right choice.