Choice Home Warranty

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.

Water heater quit working June 23, filed claim June 24, finally had tech scheduled for June 28. Claim denied June 29 because tech diagnosed.it as an irreparable leak from tank. Requested review because there was no leak from tank as gas and temp control assembly was defective. Both claim manager and I could not make contact with vendor. Tank held water and no leaks. After 13 days and one claim manager said we could get it fixed and submit new diagnosis and invoice. Claim still denied based on original wrong diagnosis and nothing they could do. Contacted other vendors and no one wants to work for Choice. I wonder why. Goodbye Choice.

So, on June 5,2023 I summit a claim for my freeze. It was starting to melt and running all time. They found someone to work on it right away. But when he tried to summit claim into the portal it wouldn't allow him to access the portal. He called them and they gave him a code to access the portal, but it didn't work.

I wait about 10 days and called them, and they said they hadn't heard from him, but he had tried to contract them. so instead they open new claim and i still haven't heard from them. In mean time the freeze without and i lost about 800.00 dollars in meat. Every time I call them, I get told that it takes time to find someone to do it. So, 40 days later I am still waiting for the help that their warranty promise.

Absolute scam of a company. They don't pay their vendor technicians, and after receiving the runaround for months we've randomly been deactivated for 'performance issues'. We are the top rated electrician in the area and have never been notified of any performance issues. It's clear they just wanted to get rid of us, so we've been deactivated and still, no payment. They're doing everything they can to alienate their vendors, including shutting down the phone lines so you can literally never get a hold of anyone for help, only use their janky Rely portal that also gives you the runaround. If you are a contractor, DO NOT work for these guys, you will be scammed and lose money.

My company did work for CHW a few years ago. After getting approval to complete work orders, and after billing CHW, the invoices remain unpaid. I messaged for over a year and the response I got was always the same- it will be paid, it takes time. So we stopped doing work for them, then I was told I had to wait 60 days for payment. When the 60 days was up they removed my access to the portal and I still haven’t been paid! I paid my workers, bought the parts and they won’t pay me.

Choice home warranty (Chw) assigned a repairman to my home to fix a bar fridge that wasn’t cooling. Repairman came and collected $75 up front. His diagnosis was “I don’t know why it’s not cooling.” Then he left. Called chw who told me it wasn’t covered under warranty and that it’s my responsibility to know what’s covered. I wrote a letter to the ceo to complain, who never responded. I’m in the market to renew in a few months but chw is not an option, nor do I recommend them. At least with American home warranty the would tell me up front if something was not covered.

On July 1, 2023, my tankless water heater stopped working. The company scheduled did not show and it is now July 8th and it still has not been repaired. Choice keeps sending me apology emails but has not fulfilled the contract terms for repairing the water heater. If they are aware that we still do not have hot water, why have they not taken the action needed to find a technician.

WE had guests staying over with small children just after it stopped working. If they cannot deliver technicians in a reasonable time frame it is time to do more than just apologizing.

I have twice tried to schedule an appointment for service and both times they just left me hanging. the first time it was during an ice storm in Texas and our hot water pipe broke they never sent anyone out. The only email I received was that they were trying to set up an appointment. I ended up having to find my own plumber and after a lot of arguing they reimbursed me half of the cost. This time it was my air conditioner, same thing sent email saying basically they were working on it. Finally got a hold of a manager after many arguments with representatives and and she had an appointment set up for 07/05/2023 between 11:00am and 3:00 pm. The service man never came. When I contacted him he said he wasn't aware of it and that Choice warranty kept setting up appointments with them without even checking with them and he basically doesn't do work for them anymore because of this. This company is a damn SCAM!

On April 21 2023 I put in a claim for my Air conditioner to be repaired. As of this date July 1st, 2023 I have not had my Air conditioner repaired. I am getting a runaround and the same promise. "You will hear from us in the next 24 to 48 hr. with repair information." "It will be either by email or phone call". I have had to call and check each week myself and all I get is the same run around.

Two going on three months is not what was promised to me when I signed up for this service nor when I put the repair request in. They have been unable to find a service that will come out to my house. It is unreasonable for me to keep paying for a service I AM NOT GETTING. I have asked several times for all my money to be returned to me because service was and is not being provided. they say well you can use the service on other items. If you can't get the first request, why would you think I would put in additional repairs? I don't have anything else that needs repairs. They have offered me to find someone to do the work and they will reimburse me. However, if they will not pay the company to come out and do the work. why should I pay for the repair and not get my money back or not all that it cost to repair or replace it? However, I see they are still charging me each month for the service. I have already paid for a service fee and they did not send the repair person but are also telling me if I get a repair person myself, I will have again to pay the service fee. If I was going to have to pay and, fine and get the job done myself, what am I paying the Choice home warranty company for? Not a satisfied customer if I do not get a resolution soon, I will be contacting The better businesses about this service.

The request is now going on soon 90 days with no service.

I have been a long-time customer of Choice. At the time I made my purchase I subscribed to a multi-year plan and was told all my appliances, etc my second refrigerator and standalone freezer were covered. I know had the misfortune of having my 2nd refrigerator go out. They sent someone to repair, but it took a week... I didn't get upset because it was the second. Then 3 weeks later my primary refrigerator went out...I called in the claim...Had to wait almost 7 days for a tech to come out. Called in on Sat had a tech out on Friday. The tech diagnosed the issue incorrectly told me to give it 24 hours and it should be cooling. After that 24 hour when it still was not cooling, I contacted Choice and they stated they would re-call the tech at no additional charge to me. I had to however get in touch with the technician and let him know the repair did not work. I contacted the tech and he said then I will put in that you need a new compressor instead of the freon issue i told you it was. The next thing I know I received an e-mail stating that my claim was denied because my policy didn't cover a second refrigerator. After I calmed down, I contacted the service center and they said I needed to file an appeal and someone would contact me... Here goes another week...From a customer perspective, if a second refrigerator is not covered, why was the claim accepted and had to pay someone 85 for a claim that should never have been allowed. I could have contacted another company to fix my refrigerator and get better service. When speaking to the case manger the conversation went south quickly, she did not understand my complaint and stance that I should at least be refunded the $85 fee. She showed me in the contract that second refrigerators/standalone freezers etc. were not covered unlike what I was told when I purchased. I have to take some responsibility because I did not go through the contract with a fine-tooth comb. But at minimum I felt I should have been refunded the service fee because the claim should have been denied upfront. But in true capitalistic form, I was told, that fee in non-refundable. I will never do business with choice again and would tell anyone to stay away from them as well. go with a warranty company with no affiliation and that has a better reputation.

5/7/23 - outside faucet began leaking, not a drip but a full blown leak.

5/8/23 - files a request for repair with Choice Home Warranty

5/9/23 - received an email from Choice Home Warranty that they could not find a technician in our area, that we could find our own plumber, so we accepted this option.

5/10/23 - received email from Choice Home Warranty how to process the claim

5/11/23 - repair was complete by local plumber that we had to find, (mind you we had a leak, not a drip now going on for 4 days) the ground was soaked not to mention all the water that was wasted we still have to pay for) this repair was paid w/cash at the time of service. I spoke to Charlie at CHW about this being done prior to approval by CHW and he assured me that it would not be an issue and that we would be reimbursed all but the $85.00 minus the service fee. AND WHY ... are they not reimbursing the $85.00 fee, cause we did all the upfront work too!

5/15/23 - Uploaded a copy of the receipt from plumber to CHW, where is clearly showed paid by cash.

5/15/23 - Received an email from CHW that our claim has been denied due to not having prior approval before completing the work. REALLY?!? we have a leak and have to find our own plumber!

5/15/23 - requested a claim review

5/23/23 - received an email from CHW that our claim had been approved for the 217.06, that we needed to upload the document, which they already had! 6/22/23 - Since I had not heard anything more from CHW I reached out through the website to follow up on the claim and uploaded the document again, nothing.

6/26/23 - Submitted another inquiry regarding the claim, nothing

6/28/23 - Finally called them... (spoke to a person who is very hard to understand with their broken English) only for her to tell me that the refund was finally approved on 6/22/23, after I again sent a copy of the same document that they already had and knew how much to refund from. And that now it will be 30 days from 6/22/23 for the check to be processed.

From this experience and from what I have been told from people who have CHW, this company does whatever they can to NOT pay a claim! At this point, I think this is not a service that I will continue to use. AFTER I get the refund, I will be canceling this service.

Our a/c stopped working around 10:00 pm on 6/1/23. The thermostat screen was blank and nothing was working. It looked like the batteries went dead so I replaced them and the screen on the thermostat appeared again but, still nothing was working.

Called Choice early in the morning of6/12/23 and later received an e-mail indicating a tech from ***** Heating and Air would arrive on 6/13/23 between 7:00 am and 11:00 am

The ***** tech arrived on time and we paid our $75 fee. He checked the system and found an issue with the control board not communicating with “the rest of the system”. When we asked if it could be replaced he said these parts were not stocked and it would be around 11 months to get a new one and he would pass this on to Choice. When we asked what we could do, he said since the existing system was 13 years old we should consider getting a whole new system.

Later in the morning (10:39 am) we received another e-mail from Choice stating the original appointment with the ***** tech had been canceled (after he was already here) and our claim was being dispatched to a new Choice tech. Never heard anything further from or about that new tech. Where is he..what happened to him? This appears to be some sort of ploy to avoid having to pay to resolve our claim. Later that afternoon (1:37 pm) we received another e-mail from Choice stating that the tech (***** or Choice ?) refused to order the part needed and the claim has been reassigned (Reassigned to who?) or we could hire our own tech and be reimbursed by Choice.

Still later that afternoon (2:14 pm) we receive yet another e-mail instructing us how to use the reimbursement process that we never agreed to use.

My wife and I are in our 80’s and the oppressive heat on these days and the events outlined above was more than my wife could take. We immediately contacted several a/c installers and we had a new system installed the following morning 6/14. That’s good customer service.

Based on the above erratic events, its apparent that there is a serious lack of understanding and confusion about how this process was handled or perhaps its an attempt to dissuade us from filing a claim and to avoid paying out a reimbursement. In spite of all the obstacles being placed in our way by Choice we will seek reimbursement for our claim. I spoke with Choice again on 6/26/23 about the reimbursement and they said it was denied because I did not follow the seven steps they require to get reimbursed. We could not follow he seven steps because of the confusion and road blocks put before us by Choice.

Choice home warranty owes my company over $6000 it’s been 3+ months seen we been trying to get our money.

This company is a scam they do not pay their vendors on time they also stopped the vendors from calling in and getting any information.

My company has done over 200+ work orders for choice home warranty.

For such a big company to prey on the vendors is not right not only do they not pay you but they also expect you to work for free!

On May 2, 2023 I called Choice warranty for repairs under my contract. They issued a repair request and for the next two weeks nobody showed up. They said I could hire someone in my area to do the repairs. I called every contractor who does A/C repair and the two who would even consider it called me back and said they had to do some work on the unit to determine the problem. Choice did not approve because they could not comprehend that if an A/C unit has lost the freon it had to be charged to find the cause. After two more weeks I contracted another person and am having to pay out of pocket for the test and repair with the parts being under warranty. I will be into the repair cost at $2300 because I trusted Choice to be honest and have integrity. What a joke.

I contacted Choice Warranty (Policy # [protected]) about a Water Softener that was not working. They sent out a technician from Plumbing Innovations located in Las Vegas, [protected]. The technician could not find out what was wrong with the Water Softener and said everything looks ok but her could not get it to cycle. I called Choice Warranty and let them know the Water was not repaired. The owner of Innovations called me and said they could not get parts and the unit needs to be replaced

10 to 12 calls later to Choice Warranty and my Water Softner is still broken

My family's small HVAC business completed 10 work orders with Choice Home Warranty, and out of the 10, only TWO got paid. I've been given the run around for months now trying to get paid, for over $6 grand worth of work, and now we are being told they deactivated us for "performance issues." We have never gotten a call back from the customers, in fact they were all very apologetic how choice has treated us. They are SCAMMERS. They also treat their customers horribly. It's like pulling teeth trying to get them to cover basic parts. RUN FROM THIS COMPANY, VENDORS AND CUSTOMERS.

Email info below, still no contact from repair person, other than he said to run it on time dry cycle and there's a concern of the heating element being burned out by continually using this cycle.

Begin forwarded message:

From: Nancy Ard

Date: June 1, 2023 at 4:27:27 PM CDT

To: CHW

Subject: Re: Message from Choice Home Warranty

What’s the status of the necessary repairs on our dryer. Claim #[protected]

Sent from my iPhone

On May 30, 2023, at 10:41 AM, CHW wrote:

Policy #: [protected]

Claim #: [protected]

LOCATION: 2 Summer Tree Ct, Wichita Falls, [protected]

Terry and Nancy Ard

CHW Posted a message on your claim:

Thank you for your email. We apologize for any inconvenience this may have caused. Our records indicate that this claim was reassigned due to the vendor from A&E Factory Service (Sears) does not serve your equipment. Your claim is currently being processed by our automated dispatch system. Once a technician accepts your work order, you will receive an email and automated voice message with their contact information. Please note that you will not be required to pay a new service fee. Thank you for being a valued customer of Choice Home Warranty.

You can respond to this message in your CHW Online Account Center at .

In the Account Center you can also:

• View Your Plan Details

• Download Your Contract

• Submit a Claim

• View the Status of Your Claim

• Message with CHW Representatives

• Edit Your Profile & Contacts

• Renew Your Warranty

• Update Billing Information

• Make Past Due Payments

• and MORE!

Our hot water heater is not working. We called, paid a guy $45, and he said the company would cover the replacement like they always do. Less than 24 hours after our discussion, we received a notice from the company that we need to read small print in the contract. While the Hot Water Tank is covered, the "vessel" inside the hot water heater is not. Therefore no coverage.

The guy calls back and says he doesn't understand the decision and offer to give us a new hot water heater installed for $1800.00

We are in our 70s and haven't had hot water for over a week now. We call CHW and they said file an appeal - we said we wanted to cancel our contract - they said no file an appeal first and if it fails then cancel and get $600 back.

This company sucks big time - DO NOT FALL for their sales pitch and message that they have 5-star reviews.

We decided to turn the matter over to the Texas Attorney General office.