Choice Home Warranty

I worked with choice for a couple weeks, did two calls for them then waited to see how they paid and how they worked before doing any other calls. Thank goodness I did. The first call they covered nothing for the customer/homeowner so he paid my hvac company in full. The 2nd call was a simple fix $75 service fee and $98 to replace the capacitor discounted from normal of $168 due to it being a warranty co. The customer paid $60. They authorized us for The remainder 15.00 on the service fee/trip fee/diagnosis and $98 to replace the capacitor. After almost 5 months of emailing each week about payment. I was always promised payment the following week. I have this in multiple emails from Jessica Kent Walkins. She even stated in August it was expedited for payment. Still 4 weeks later nothing. I contacted customer and told her unfortunately your warranty wont pay you are responsible. She called them and a week later I received $35. Not the $113 they approved and authorized with autho # [protected] before work was completed. This isnt even that much. To take 5 months to pay then short us is horrible. I want others to be aware they are one of the co. that will tell you go a head do the work we will pay you the amount you state, but then ultimately pay you way under as they did our company. Ive worked with other warranty's like 210 and home warranty of america who did similar things so I knew to be aware. I wanted other contractors to be aware as well and customer signing up with them. If they dont pay ultimately the contractor can hold the home owner responsible. The home owner agreed to pay me the remainder balance, however I wrote it off and just suggested she cancel with choice and recommended a better co.

On 4th July, 2019, I was contacted by a marketer from Choice Home Warranty (CHW) to purchase their warranty service. Seeing important appliances covered, I purchased a year service with policy number [protected]. We have a very well-maintained A/C unit at our home working perfectly for 26 years without any breakdown. On August 20th, suddenly, this unit refused to switch on. We filed a claim with CHW the same day. Next week, CHW fixed an appointment for TLJD Mechanical LLC to visit our house to fix the A/C with the expectation that we will pay a service fee of $65. TLJD is a dubious A/C technician in Baton Rouge. They do not have any star rating. On arriving, they demanded around $200 extra from my pocket saying that they will not work without that and CHW does not cover this work (they were supposed to get the machine started). Since it was too hot (close to 100F) and I have young children in my household, I had to give in to their demands. They got the machine started. Less than 2 weeks after this service call, I recognized that the A/C was not cooling at all (on 7th Sept, 2019). I called CHW and they recalled TLJD to come back again.

This time they charged $125 for a leak test. All the while TLJD, was offering monthly financing to replace my A/C. A leak was detected outside my house where the machine is. They said they will report to CHW for taking it further. Within 30 minutes, I received an email that my claim has been denied due to rust, corrosion, and non-maintenance (for an A/C that has been maintained so well to last for 26 years). I appealed and was assigned a case manager Mr. Steven McGee whom I contacted after multiple calls. He responded that he got photographs of rust and corrosion and on my insistence emailed one of them. It was photograph from the attic whereas the leak was outside. Based on this
photograph, CHW rejected my claim. I feel cheated and that CHW is a scam. I have to live without A/C with my young children at 100 F.

Update: On 12th September, 2019, I got the same A/C checked by a reputed technician. Their report is attached in their letterhead. They have emailed their report to Mr Mcgee from their own email address. The report clearly says that the failure is due to natural causes and age. This is a contradiction to that of the dubious technician that CHW sent who reported that the failure is due to corrosion and rust.

Ran several calls for choice home warranty and had a very rude cohort of theirs call to make a false claim and now they will not pay the money they owe. they are totally rude and you get a sense that you are dealing with a bunch of criminals when you call them.
We have about ten to fifteen calls that were approved for payment by them and never paid

Aug 8 19 I filed a claim in Hawaii and they could not get anyone out to fix my A/C. They have a reimbursement program if you get someone out to check the system. I had someone check it who I believe was really trying to say what he thought would get them to pay for the replacement of the system. Based on his findings they said they don't cover rusted coils and freon leaks. Not believing that was the real assessment or even fair I asked for a second opinion.

The customer service representative was extremely rude and not helpful. She did not seem to want to help. Finally, after having to repeat myself over and over she finally agreed to have another contractor come out. She said I couldn't get reimbursed for the first one but she would try to have the second come for no charge. Once again no one was found and I remain in a house over 80 plus degrees.

Again, I found an A/C company to send out a technician last Friday the 6th. This tech, from a larger company, said there was no way the first guy could have seen any leaks in coils or got the freon pressure to see there was a leak because the condensor is down. He even tried to force start it. When I told him they said the coils were bad and that the company does not consider that normal wear and tear, he said that it is normal here in Hawaii where the salt water eats up everything and after 16 years there is no way you can expect anything else. I emailed his write up and explanation to the the appeals representative assigned to my case.

When I woke up this morning 9 Sep, I called her to check. She said they denied the claim again. The funny part is she quoted the issues sited by the first technician. When I tried to explain to her that she was talking about an old assessment all she could say is that someone will email me the info. Finally, I got the email that, once again, quoted the information provided by the first tech. They still are not taking into account the new assessment and continue to deny my claim. They won't even reimburse either of the service calls.

Their coverage does not cover anything like rust or corrosion. For a person that is not a technician, it is hard to understand the trap that you are walking into with this company. The customer service is rude and unhelpful and they do more work to keep you away then to try and help. I will be sending this to the Better Business Bureau and anyone else who will listen and help.

They came out to fix my refr and it worked for a few day been trying to contact them but have not been able to. Could you please reach out to them and have them come back. I dont want all me food to spoil took it all out once have them call me please to let me know when they can come back out. Mars Appliance Repair,

Thank you for taking care of this matter I already paid them my service cost fee

Thanks

Nell Davis
[protected]

4031 Quail Briar Dr, Valricco Fl 33596. in April 2019 the pool pump quit working and it was replaced by Pete Jorgensen.. It worked for a while until August 4. The pump quit again. Jorgensen was contacted and he came out and got it running. A week later {approximately} the pump quit again. it would not run. He then removed it and took it to return to the company he purchased it from. As of Sep 7 he has not returned to replace it. I am not happy about the way this whole warranty was handled. As of now the pool is filthy and over run with algae.. I need this pump replaced and up and running. The pump he replaced it with is out of production, My contract #is [protected]. The latest claim #is [protected]. Chuck cooper [protected]. The photo below is of the pump which he replaced. This is the one out of production. If he replaced it with the same pump I expect to have the same problem. I would like it to be replaced with a name brand pump. He should have ordered a name brand pump and installed it rather than remove it and wait for another one to come in, Which there is no time table when they decide to ship him another pump.

Choice warranty clearly states they will cover water heater. They DO NOT!
My heater was leaking water and after struggling with CHW to get a technician out there it was determined that my tank was leaking and CHW denied the claim. The plumber eve told me he spoke with CHW and they clearly stated to him that they cover the tank. I still have not been able to get this resolved as no one will call me back from CHW.

Stay away from this company. My water heater went out and they claim they do not cover the tank. This company is a rip off. AVOID like the plague. Very dishonest scam artists.

I asked a quote online and since then I received one or two phone calls everyday trying to convince me to enroll. The number always changes, so blocking the caller is not an option. I already chose another company, but they refuse to leave me alone removing my number. If I answer and address the issue, they hung on me and call back in a few hours. The level of harassment is incompatible with my work life.

Hi! My name is Vernice Jones [protected]/[protected]@gmail.com) and I've been a customer of Choice Home Warranty since 2014. This particular incident originally began on 8/1/19 and we opened up the file again on 8/24/19. The policy #[protected] and claim #[protected] at 6308 Acree Lane, Olive Branch, MS 38654.

My complaint is about the incorrect information that was given to me from a Choice Home Warranty on 8/28/19 ( I didn't get her name) regarding my claim. This young lady told me on a recorded line that I was not required to pay any additional funds after my $45 service fee was paid. First, we have water damage coming from the toilet in a hallway bathroom that is located in the middle of my kids (ages 10, 3, 5) bedrooms that they use daily. Because of the damage the file flooring, base of the sink, and carpet surrounding the bathroom is damaged with water, bacteria and mold. We now have to have the toilet taken up and placed in the tub in order for another company to come out to assess the damage, take up the existing tile, carpet surrounding the bathroom and entire bottom half our sink/vanity. So the representative who I spoke with on yesterday (8/28/19) told me that it was all covered but today I was told from the company that it was not according to Choice. So I called Choice and was now told the same thing. After speaking with 2 representatives and 1 manager, I was told I had to pay whatever the cost is (estimate $99) for the company to return to reseal and place my toilet back down. I am highly upset because I was lied to by a claims representative who told me the opposite. I feel that no one understood nor tried to understand but continued to say there's nothing we can do, you have to pay for it, I understand what you're saying. I am highly disappointed and very unsatisfied with the results of this matter and the actions of Choice Home Warranty and how they have dealt with this matter. I would love for this issue to be addressed immediately, for someone to review/listen to the recorded phone call, and refund my service fee or/and pay for the company to return to reseal/place my toilet back down.

I made a claim for an AC repair. The serviceman came out as scheduled and did an excellent job until he found that the unit had a coolant leak. Even though the policy says that the AC will be repaired or replaced, they have a GOTCHA stipulation (the number is F1) of "corrosion or rust" will not be covered. What AC unit will not eventually corrode or rust after years in the 100+ degree heat, direct sunlight, and cold winter nights.

When I filed a request for a review I received nothing in return until I sent an email explaining I had not heard from them. I received a call from a rude and insolent representative that told me the same thing they had already said. She used the same "GOTCHA' stipulation to tell me I was screwed.

i HAD A THREE YEAR CONTRACT WITH CHOICE WARRANTY AS OF mAY 2018. (AN AGREEMENT WITH THE SALES REP. WAS, I CAN CANCELL THE CONTRACT, IF I AM NOT PLEASED WITH IT).

I HAD A CLAIM RELATED TO THE WATER HEATER AND HAD A CLAIM ([protected]). A technician from BTMD was assigned. The Technician came and examined the site.
He had a general look on the heater and told he can't find a problem. He told, it may be from the roof or the water heate itself. He then asked me to empty the basin under the water heater and see if the same problem. It it occurs, it will need further study. lso asked to observe it for a week, and let him know the results. He also told, he will callme to know the situation. I paid the seervice charge 40.00, and was told, if there is any furhter complaint to the water heater, I don;t have to amake another payment.

As he left, I emptied basin, but the water was fillinf in couple of hours. I CALLED btmd and told the details, and I was told that he could come on nextday. However, it was a thanks giving week end and I was going out of town, Then I was told by the Technican that I can call him as I return. As I called him on next Mondy I was told it is a manufacture problem and that provision is not covered Following the denial by choice, I called Direct Plumbing Source. A Technician from Direct Plumbing Source came in and fixed the problem by changing the valve. He charged $430.00. I now contacted the Choice Warrenty and I was asked by the individual I taled tp send the invoice for fixing the water heater to "[protected]@choice home warranty .com' but that mailwas returned undelivered. I ncalled nicole's phone number and the individual I talked ., asked me to forward it to' 'herard@CHW.com, abd that too was returned undelivered. That is my last contact with CHW,
I would very much appreciate your involvement and co-operation. Thank you.

I bought this insurance in Nov 2018 almost a year now, I called them 6 months ago that my dryer is not working - took them a month to find a tech to come out - tech doesn't know much about Haier products so he ordered parts - brought parts out dryer still not working - them ordered more parts came back out at least 6 times now 6 moths into the game of ordereing parts which all amounted to twice the cost of a new machine? still no dryer working 6 months ? I called them back and the tech company no longer in service ! I have no dryer and ? choice said they have to reopen a claim / OMG another 6 month? another $2000 crazy they should just have paid for a new machince minus the $75

Your company recently denied my AC repair job. You did this with invalid reasons. The condenser went out, and we were told a pack of lies just so this company would not have to pay. The contractor and technician who came substantiated the lies. This is a crooked company through and through. We will seek legal aid soon. Condensers do go out regularly with age. We did not have a power surge. Leaves around the unit have nothing to do with the condenser failure.

When I purchased my house the previous owner set me up with a 1 year warranty through choice home warranty. I was having issues with my HVAC unit so I set up an appointment. The company that came out first at least had a logo on the van and was dressed professionally. This tech said all I needed was a service, so I paid an additional amount to get my HVAC unit serviced . Well come to find out it needed a lot more than just a cleaning. So we called again to and scheduled a second visit. This time a guy showed up in a old pickup truck with no logo, no uniform, and no clue of what he was doing. This gentleman was here for 6 hours and still couldn't figure out what was wrong. He finally decided the defrost board was the problem. This part had to be special ordered. I was skeptical about this being both of my previous neighbors were HVAC techs. Because of the symptoms I described, both my previous neighbors asked if this guy really worked on HVAC units. So I waited a few days for him to order the part and come back. He returned with the part, installed it, and found out that wasn't the issue, as I figured to start with. To make a long story short it was the thermostat . I have talked to a couple of locally big named HVAC companies, and none of them will have anything to do with these people. They say getting reimbursed is like pulling teeth and takes months. This is why the quality of their technicians is so poor. Very very poor experience with them . I would not recommend them to anyone.

My apologies ahead of time for the lengthy note.

Here is what I submitted to the BBB: 

We purchased this warranty in March 2019 with the purchase of our new home. I specifically requested they would come out to inspect and advise on anything that they may not cover due to "pre-existing" or other reasons. They assured me the majority of claims are covered. Fast forward to August 2019. My AC was not blowing cold air. The technician who came diagnosed the problem as loose wires and decided to change my thermostat (which was already working fine and not broken). He stated the compressor was fine and the fluid levels where fine. He stated he fixed the problem. I paid his $60 fee. However before he left i informed him that the air was running less then cool. He advised me the new thermostat has a delay and it will take some time for the home to cool down. 24hours later the thermostat reads 90 and no cold air. AC not working. He comes by the next evening rushed in and says he sees ice on the ac line outside. He rushed out saying 
He will put in request for a leak test which Choice deemed is not covered. Here is where it gets good. He tells us he will charge us for the leak test $200. However, he then submitted fake leak test results that were never preformed. Based on this fake test, He told Choice  that the unit needs new evaporator coils. Unbeknown to be i was still waiting for him to come conduct this test. So I asked him when he was coming to conduct the leak test. He told me he had already submitted a request for the part. Choice again declines to cover the part stating it was caused by corrosion rust. The technician tells us he can fix it for $1200. Choice technicians had also originally requested that control board needed to be replaced...which Choice authorized. As of today 8/22/19 we did not received any new control board, we got no leak testing done, got denied. We decided to get our own second opinion. The New Technical find that the Choice technician did not properly replace the cover to the compressor properly and left all sorts of loose wiring...this caused it to short and now we have a broken compressor caused by a dishonest and ill qualified technician.  The new technician recommend replacing the AC unit or at least compressor.

We have appealed and sent the report of the second opinion to choice. Upon complaining to choice they informed us there is no way to prove their technician did anything wrong. Despite the fact that he sumbmitted fraudulent repair estimates for work he did not conduct. This company should be bought up on dishonest and unscrupulous bait and switch tactics. They take advantage of unsuspecting customers giving us a false sense of security all while taking our money with empty promises of quality and honest repairs.

I will also be filling with the Illinois and New Jersy  AGO. 

Thak you so much,

Betty

I need guidance on how to sue Choice Home Warranty.

Multiple phone calls every single day! I am sick and tired of it.
It is nothing short of harassment!
This must stop NOW!
I am in the process of filing a complaint with the PA Attorney General's office as I am also on the "DO NOT CALL LIST"!
I am NOT only not interested in receiving services from this company but, I will tell anyone who will listen to also NOT engage with this company!

during month of July 2019, I have called for AC REPAIR and company did not send a contractor soon and advised to get workdone by others or given 10 days to attend services.
second time caiied again in July 2019 and again they provided appointment after 10 days and in this hot weather i had to call local contractor payed 400 dollars to repair my units
so what is the use of home warranty company, s service when they are not coming to attend service
i will not recommand anyone to use choice home warranty service

AVOID THIS COMPANY LIKE THE PLAGUE! I would give this company a zero if I had the option. I bought a 3 year warranty due to purchasing a 15 year old home with the original 2 air conditioning units. I specifically bought the upgraded warranty to cover the units. They have denied 95% of any of the air conditioning claims so far. I am in year 2 of my warranty. After having to replace 1 condenser at $2, 200 and 1 compressor at $1, 500 (they would NOT cover either issue). I am now in the position to replace the second condenser and compressor. They refused to pay for a system diagnosis, after sending out 2 companies who would only put gauges on the outside units which resulted in 1 company saying there was a leak somewhere and the other company saying it was only low on freon. After many hours on the phone I finally paid over $350 for my own diagnosis and the results were completely different stating that the issues were due to normal wear and tear. They still are denying the claim. This has been going on for almost 30 days and I live in Phoenix! AVOID, AVOID, GO TO ANOTHER WARRANTY COMPANY!

Im having trouble out of my Ac not coming on. So I called choice warranty to send a tech (Marvins heating and air)... The tech (an elderly man) called and asked what was the problem...I told him that the unit is not coming on at all... He showed up and seen that the unit was in a tight closet and didnt wanna bother with it. He contacted choice and told choice warranty that it was corrosion and the coil was stopped up. So choice contacted me and said that they werent going to cover the repairs. First of all there is no corrosion. Second of all ...if he didnt get the unit to turn on how would he know if the coil was stopped up? He fed them a lot of lies and they believed it instead of getting a second opinion. I will be cancelling my service with these people because they dont stand behind their word...

Request my refund for repair services on my air conditioner. On July 8, 2019 I submitted a claim to repair my air conditioner and I was informed the next available appointment was July 10, 2019 with Ready Heating and air services between the hours of 11:00 a.m and 3:00 p.m . I called to confirm the time of my service appointment and was told by the representative I did not have a scheduled appointment for service on July 10, 2019. I immediately called Choice home warranty and was informed the next available appointment was not until July 17, 2019, I informed the representative it was very hot in Alabama and I could not wait seven days. I asked if Choice home warrranty would pay for hotel accommodations until my A/C was fixed but was informed by the representative no . Then I was recommended Lee's Refrigerator Service and they accepted the contract and my appointment was scheduled for July 11, 2019 between the hours of 3:00 p.m and 8:00 p.m the technician came out found the problem so I paid him my service fee amount and he stated due to office being closed he willl sent the report in morning . I contact the contractor and choice warranty to get status, was told by contractor he will send it in a minutes. So I contact choice Home warranty serveral times to get update status and the representative at choice home warranty also contact Lee's Refrigeratior service and he stated he will send in in a few minutes. So I called back before Choice home warranty office closed to get update status and I was informed the technician from Lee's Refrigerator never turned in the paperwork order . So I ask to spoke with Supervisor with choice home warranty ask about getting another technician to come out the supervisor to me I could get outside contractor to come out to repair my a/c unit. Supervisor also stated due to the office being closed on the weekends I need to have the contractor contact choice home warranty office on Monday morning . The contractor cam full amount. on July 23, 2019 I received email from Choice Home warranty claim department stating I would receive a refund in the amount of $542.72 minus the service fee for the reversement of the claim, On July 24, 2019 due to the inconsistency and poor service I informed my bank to stop and future auto withdraw effective August 1, 2019 for choice home warranty. On August 2, 2019 I contact Choice home warranty regarding the my service fees on the account and representative at choice home warranty stated that my policy has been cancelled and I will not receive a refund. This company is ripoff and and very poor service I sure have listen to my coworker about this company.