Choice Home Warranty
reviews and complaints

This is the fourth claim we have submitted with CHW. We have never received any policies to refer to, but our salesman told us that EVERYTHING was covered. We had policies on three properties for years before we submitted our first claim. That was four claims ago and we have had to fight thru denials and undervaluing in every claim. The ballast in the kitchen light has now gone out and, of course, it's not covered. I thought that getting a policy would make owning rentals simpler... Wrong!

Save your money. What we spent in premiums to CHW would have covered all our claims and covered a nice, relaxing weekend to boot.

On Thursday the 6th of September I came home to a hot house. I have had no prior issues with my until before. I put in a claim and they sent someone out who told my the compressor went out. They are now telling me it is not covered because this happens over time and it must have been preexisting. The reason I purchased this policy was to keep myself protected from things like this. They will not respond to emails or phone calls and I want what they promised me and that was to take care of things like this

moved into home in Arlington TX in February 2017. in June of 2017 A/C quit working. 1st contractor replaced several items including fan on condenser. Not fixed. 2nd guy added refrigerant. not fixed .100 degrees, no ac from June till August. 3rd guy found 1st guy put on wrong fan, causing high pressure and ac cutting off. A/C quit in July 2018. Contractor said compressor failed caused by loss of lubrication from leak. Choice said it was not covered because of leak and loss of lubricant. Duh. If leak was not fixed last year and compressor cycled for nearly 3 months that is what caused the failure this year. They offered to refund a portion of my warranty I paid for if I signed a non-disparagement agreement. They wouldn't refund all my money because they wanted me to deduct the money paid for the incompetent work done last year that led directly to the compressor failure this year. I've found so many complaints about them I want to warn everyone to avoid them and pass the word that they are not to be used or trusted

Choice Home Warranty covers my property for plumbing issues. An available contractor could not be located to service my complaint within a satisfactory turn-around time frame. They give clients the option of finding their own contractor and going through a pre-approval process which I did. Claim# [protected]. They obligate themselves to refunding the cost of the claim (minus the $45.00 service call fee) within a 30-day window. The 30 days have come/gone with no reimbursement check. My drama must play out across the customer base, because they have a ready script for my dilemma. They say a reimbursement check went out via mail 8/21/18, but I firmly believe no check was ever cut or went out. They are trying to ply me for another $30.00 to cancel this supposed check (not my obligation). The only other recourse is to wait a full 90 days (stall tactic) and call back and try to get a check cut. In the mean time, this charge sits on my credit card accruing interest charges. They need to meet their obligation and get another check out to me. To ask me to be out reimbursement funds for a full 90 days is not reasonable.

I have called them several times regarding my dishwasher. First of all their customer service needs a lot of help. They are rude and don't listen. They only listen when they collect your money. I have been with them several years. You ask me why? when you are a single woman and don't know anyone and don't always have a handy man to fix what ever it is that is broken, you deal with it, but I am tired of the way they treat you. Also they sent out to my house a supposedly man with experience to fix my dishwasher. He was a drunk, didn't have a license and he said with them you don't have to be. Also I referred my friend to choice when I first signed up with them. He called because I referred him. He [aid all upfront. Well needless to say, he would call for someone to come out to his house and no one came or called him. I called Choice and they just kept putting me off. I said that they need to refund him all the money and they refused. What kind of business is this? I myself is trying them again and I will wait and see what happens.

Still waiting on hot water to be fixed back and forth communication between technician and warranty company.they are rude and uncaring, won't provide number to corporate office, hangs up on consumer, this is a rip-off company that should be closed down.please don't do business with this company, I pray that someone high up shuts this place down! Total rip-off company!

The compressor or something like that is out on the air conditioner and the air conditioner needs to be replaced. Three different independent technicians/contractions have looked at the air conditioner. Two that CHW sent out and one that I paid for my self. After the first technician came out and charge me $185.00 for fees and services and I had some one else to come out because I still had the same problems. Burt's Air Condition's and Plumbing stated that the air conditioner need to be replaced. When they told me the price I contacted CHW again. CHW sent out another technician from American Home Shield. This technician stated that the air condition need to be replaced. I was listening when he told the person on the phone and I was also listen when he asked for authorization to replace the air condition. (This never happen).
I also know that Burt's Air Condition and Plumbing didn't receive a response to their request to replace the air condition. It seems that it's false advertisement if you have to get authorization before you get the work done to get refunded. I have a gaping hole in my ceiling that can't be fixed until the air condition is fixed. I have water running down my wall, there is a possibility of mole. All because CHW don't want to honor their contract.

August 3, 2018, I called Choice Home Warranty to report the garage door opener was malfunctioning. The technician assigned a person to fix it and set the appointment for Sunday. The technician could not be reached by phone so I could reschedule so I called Choice Home Warranty back and she tried for 25 minutes to reach him but no luck. He did not show up. I called back a few days later and the service person said they could not find a technician and I could choose the option to find a technician. I call Montgomery Garage Door Service on 8-7-18. The Technician spoke with CHW authorization department at [protected] and received authorization from Sal at the price of $570.00. The authorization #[protected]. As of today's date they have refused to pay what they initially authorized and said only $255.00 will be refunded because it is overly inflated. This should have been stated to the technician prior to the authorization being given and I could have contacted a different technician.
They could not find a reputable technician for cheap labor and now I'm out of $315.00 I requested to speak with a manager however the 3 attempts I kept getting cut off and the phone hanging up on their end. I need a positive resolution to this bait and switch process which I have been led into.

My AC unit stopped working on Aug 9th and i contacted Choice Warranty. The tech came out early morning on Aug 10th and took pictures and submitted to Choice Warranty who then decided that they need additional pictures, however they leave the status on their computer as 'awaiting pictures. Those were submitted on Aug 15th and we confirmed this with the Choice Warranty company handling the claim. The company dragged their feet on everything and we called everyday only to be told the same thing over and over and that is that they need additional pictures. They do not update the status of the claim. They confirmed that the compressor needs to be replaced and recommend that we upgrade our system with a new one at our expense. They offered us $700 which is a fraction of the cost to buy a new compressor and we requested that they honor their contract to repair or replace the unit. They have now rejected the claim. It's now day 12 in the middle of Summer with temperature in the 90s and our router and a computer have been damaged due to extreme heat in the house. To date, they still have not fixed, repair, nor replace our unit and we are getting sick from this heat. This is a Rip-off company that claims to give you peace of mind (thinking you have coverage) however when the time comes for you to be able to use the service they give you heartburns, stress and health related problems. HORRIBLE ...

I feel this email is going to fall on deaf ears but I have to shout from the roof tops my extreme DISGUST and DISSATISFACTION towards your company right now. We filed a claim with you guys on 7/29 for a water leak issue- thought it was maybe hot water heater related but knew it was coming from the wall not the actual unit itself— pretty serious of an issue right? I mean this is not a microwave that doesn't work or a dishwasher- we are talking LEAKING WATER in a WALL in NORTH CAROLINA humidity…sounds somewhat of an urgent matter. So you dispatch your first plumber who can't come until August 1st- already a few days of a known issue at that point. He comes out and assesses the situation and we pay our $65 and wait for the next appointment- which ends up being an ENTIRE week later- August 8th— so now we are sitting at 10 days of a known water leak issue. They cut into the wall- "fix" the situation and tell us to put a fan on the wet spots- which we do. 2 days later we turn the fans off and lo and behold there is WATER STILL LEAKING! We reach back out to you guys on our closed claim stating woah- issue isn't fixed we are still leaking water out of an open hole cut into our garage wall (which by the way who is fixing that?)- you guys state you'll look into it further. So the original plumbing company comes back out 8/13 and says yep still a leak but can't really tell from where you need a leak finder or i need to start cutting into random places in your wall to find it- he leaves and we hear nothing else that day. Now we are notified a 2nd plumbing place is coming out 8/14 and to pay our $65 fee- um excuse me what? Why is a 2nd company company and why am i paying the $65 again? I call and your rep says there is no fee but we need a 2nd opinion since the first place can't find the leak- ok great— 2nd place comes 8/14- nice guys- and yep no fee collected- they cut a hole into our bathroom wall this time confident they can find the leak- nope, can't find the leak- and they leave? HUH? Then 8/15 I get notification a THIRD place is coming out on 8/17 between the hours of 3p-8p and to pay our $65 fee— So we are at not one, not two, but THREE companies….and FIVE appointments at my home- I mean i'm not sure what hours you work, but being home for FIVE appointments is an extreme burden and annoyance with working full time. But yet i've been here for EVERY single appointment…and guess what…it's 8/17 and I was here from 3p-8p and your THIRD dispatched plumbing company didn't show up. They actually said our work order was cancelled? CANCELLED? Cancelled by whom? Cancelled for why? Cancelled because water is still leaking out of my wall……!? My husband called Choice this evening and talked to a representative named Sal and guess what? First of all, my husband gets hung up on, second of all, Sal tells us when we called back that there is not a SINGLE manager in that office— really? you're telling me a call center is operating without a single person of authority? Doubt it- so is Sal a liar for your company? Is that what you stand for? Hire? Promote? AGAIN we are talking about a water leak…..water spots now forming in miscellaneous places because this has been going on since our claim started JULY 29th! And what's the outcome- absolutely freaking nothing- nothing but frustration, nothing but wasted water, and money on water bills, nothing but continuing damage, nothing but hours missed from work, nothing but money lost at work, nothing but flat out serious PISSED OFF-ness. I can't even believe I have to sit here NINETEEN days after an obvious leak and still be trying to figure out what in the world to do because your company has been useless- your providers incompetent- your service level sub par and a flat out waste of time and money.

What do I want from this? I want my water bill reimbursed, I want my $65 fee refunded from even starting this process, and I want my FREAKING LEAK AND WALLS FIXED IMMEDIATELY! And after that I want my policy cancelled and a full refund- not a pro-rated refund- a flat out full, see ya later, lose my name and number type of break up relationship refund. I get you're in the business to make money not lose it- you hope people don't have claims- HOWEVER, the fact that I have a serious issue that is water related and that NINETEEEN days later i'm having to send this type of email is appalling. I will be filling out something with the Better Business Bureau, the CFPB, and blasting you on any site I can because you've done nothing but cause me severe stress, missed time from work, lost money, and damage to my home.

What is your SOLUTION!?

I have had a Choice Warranty plan for seven years, and twice when I needed them the most, they failed me miserably! The first time was three years ago when my sump pump failed, and water started pouring into my finished basement! I called Choice Warranty and was told appointments were filled up that day, and couldn't get out til the following day, ignoring the fact that I was dealing with an emergency! I therefore had to contact a plumber on my own. It ended costing over $3000 to replace the pump and back-up, plus having to pay another company to clean up the water damage! Shame on me for not canceling the warranty plan then! The second time was about three weeks ago my water heater started leaking. I called Choice Warranty and they couldn't get anyone out for four days. Of course even though the water heater was "covered, " they don't cover a leaking water heater...a complete sham! I was out another $1550 for a new water heater! I am an 81 year old widow on a fixed income! They happily took my money every month, but left me in the lurch when I needed them! Nancy Pabody

I purchased a 3 year Total Plan from Choice Home Warranty when I purchased my home in October 2016. In June 2017 the air conditioner stopped cooling. I called Choice Home Warranty, they arranged for a service technician of their choice to examine the unit. Upon his arrival, the technician had no uniform, no state license posted on his truck, and his only tools were a set of gauges and a tank of freon. He had no other tools or ability to determine why it was low on freon or where a leak might be.
The air conditioner worked during the Spring of 2018, in May it again quit cooling. I called Choice Home Warranty, they could not provide a technician for 5 days. They authorized me to obtain a service on my own and to be reimbursed for repairs. I have a service connected disability making breathing difficult in extreme heat, so I opted for the reimbursement program.
The technician determined that the air conditioning unit was not repairable due to extensive damage from a leak. With much difficulty over 2 days he was finally able to submit his findings, which were subsequently denied by Choice Home Warranty. I received an email justifying their decision:

1.Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and
2.Become inoperative due to normal wear and tear; and
3.Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Having breathing issues present, I had the unit replaced, while I attempted to resolve the issue with Choice Home Warranty. Trying to reach the appeals person [Ashley Madison]was very difficult game of phone tag, however when accomplished, her decision was that the best she could do was obligate Choice Home Warranty to a settlement of $150.00 on a $4000.00 repair, with no indication of how she justified that figure.

This is a company that consumers should avoid like the plague as their only skill is to say no, and should you be successful in getting someone there to accept some responsibility, they do not possess the ability to inform consumers on how or where they obtained the figure.

UPDATE: after posting this article on a website they offered to buy me out of my warranty at a depreciated value hoping I will go away.

6 weeks ago. our air conditioner failed. After several weeks, choice finally got a technician from one of the best AC/Heating companies in our area, (we were told by one company that Choice contacted, that they did not work with Choice after being scheduled to come for a week} Kalins to come check it out. . It was determined by their technician that the unit was not working properly and needed replaced. By not working properly, that means the temperature in the house would not go below 82degrees. After Kalins submitted their report, and another two weeks, back and forth with your company, you decided you would not honor the warranty. We have reported your company to the state's attorney here in South Dakota. My husband is a disabled vet and trusted in your company's offer to insure our household appliances. You have not failed to take a payment from his account for at least 12 months but you have failed to honor your repair or replace policy.

I have had Choice Home Warranty coverage for about a year before I needed to use it. I opted for the optional coverage of my salt water pool, because when something on it breaks it is very expensive. I made sure to ask the salesman, very explicitly, to make sure my salt cell, and all the other parts of my salt water pool would be covered under Choice Home Warranty with the pool coverage. He assured me that it was all covered. I asked again to make sure that when my salt cell stopped working, they would cover it. He again told me that it would. Fast forward a year. The salt cell goes out and I put in my claim. They write back and tell me that they don't cover salt water pools. WHAT? I appealed this decision and they said they couldn't and wouldn't cover the salt cell on my pool, but they would schedule a service technician to come out and see what was wrong. It was a problem with the salt cell and sensor. Choice told me they would not cover it. I again called, this time, to cancel the coverage. See, the whole point of the Home Warranty is to cover the cost when things break, and they didn't hold up to what their salesman told me on the phone. I talked to Jasmine from Choice Home Warranty. She was not helpful at all. She told me that it didn't matter if the salesman from their company LIED to me on the phone, or that I had them recorded, stating that they would cover a salt water cell replacement. She would not honor their word-of-mouth contract and fix my pool. I then told her I wanted to cancel the policy because they are liars and won't stand behind what their salesman verbally tell people on the phone when they sign up. I had the contact in front of me and it clearly stated that the contract was for $1, 642.50, and then listed all my covered* items (though they apparently refuse to actually cover anything when it breaks). It also listed the optional coverage that I had, including the pool coverage, but it does not state that there is additional financial cost. This, to me, appears that they have rolled the cost of the additional coverages into the price they clearly list as the contract price, since it is listed in column format with the coverage price at the top, followed by all the coverages. Jasmine tells me that I will get refunded $862.42. I told her, "NO", you owe me $1, 123.18. My contract price was $1642.50 for 42 months of coverage. That is $39.11/month. I had the contract in place for 12 months, so I should be refunded $1, 173.18 minus a $50 cancellation fee. She told me that the optional coverages were about $19/month, so my calculations were wrong. I told her that the contract showed that my price was $1, 642.50, and it didn't show any additional charges beyond that, but it did list my optional coverages under it. She told me, too bad, this is the amount that we will refund. I asked for her supervisor, and she told me that there was no one higher than her to transfer me to. I told her that I would be letting everyone I could how terribly they treat customers at Choice Home Warranty and how unhelpful and not courteous she had been. She didn't care, told me I would get my check in the mail soon and goodbye. Choice Home Warranty is a rip-off. Don't use them. Ever. I have audio recordings of both the salesman telling me that I was covered, and Jasmine telling me that they wouldn't cover it. I am considering legal action against them for false advertising, breach of contract (the verbal one from the salesman).

I called to receive service and an air conditioning unit that was running continually and not blowing any cold air. LNJ service was sent out and they tested it as having not enough free. I paid an additional $245 to have the test run because it was not covered in the service contract. The vendor set an appointment to follow up on August 13. On August 3, I was experiencing the same problem and started calling to get air conditioning due to temperature and health concerns that I have with heat. Your representative could not reach them on Saturday, August 4, and sent them an email. I ask if I could call since I didn't have their phone number and the service agreement from the Freon test. I did reach someone and they said they would call me back in half an hour since they were on the phone with Choice for another call. After one and a half hours of waiting, I tried the vendors number again and it went to voicemail that the mailbox was full. And then we called choice and someone then did get a hold of him and advised me that they will be coming between 3 and 8 PM on August 4. I was never advised of anything by the vendor and attempt dish and showed up about 11am. The same technician arrived and said the Freon level was fine, he thought maybe there was air in the line and he check that, and he said there was a problem with the coil and would need an OK from choices in order to repair them. I asked if I would hear from him again and he said no he had other calls to make. The air was running on a very low level but it was starting to cool things down for about for five hours. When I went out and came home nothing was working everything was running and the house was very warm. When I tried to call back this morning, Joyce advised me that they left a message about my situation. I cannot get a hold of the vendor, Choice has not called me back, and The temperature is almost 90° in my house. When I called the main number about claims I was also advised that there was no one else I could talk to that could make a determination and get some when out to my house today. I would appreciate a response or telephone call at [protected] .

I've had a claim in for almost a month regarding my AC unit. I don't have to tell you the issues because you can open the claim and review the notes and how many times I've called and the lack of follow through. The notes will show that I was assigned a vendor that was fired without me being notified; he's behavior toward myself and other customers was unethical, your team not following up with update, me having to be reassigned another vendor who went days without returning HCW calls, the part being sent to the vendor without clarifying the address and the part having to be returned, me being told that the part would be overnight 1 day shipping which was a lie, I was told a manager would follow up with me which haven't happened, the promise that my part would be here today and now they are telling me that it won't be here until next Monday August 6, 2018.

What's not in your notes is that this has cost me over $2, 000 because I have a tenant in the property that hasn't had AC for a month which is costing me daily. This process has been stressful is impacting me emotionally, mentally, and financially.

I've been very patient and haven't been overwhelmingly calling or emailing but the conversation with your rep today really confirmed that this isn't being taken seriously. In moving forward I will begin emailing, updating every level of management, and making sure my concerns are heard through every avenue possible.

The coil on my Air conditioner went out and my technician specifically told them it was not from rust. They denied the claim because of rust. This is the second claim in a year they have denied because they say it wasnt covered. I will NEVER use them again. This was a complete waste of my money!
Choice home warranty is a RIP off they find a way to deny every claim!

Started 6/18/2018
Repaired 6/26/2018
Recall 7/22/2018 - Found wire from capacitor installed 6/26 was not attached.

AC Tech made an error which caused system failure. Choice declined coverage claiming rust and corrosion. Second opinion obtained, confirmed error by tech caused failure, not rust and corrosion. Even AC Tech's own notes on 6/22 and 6/26 noted no leaks and no rust and good refrigerant levels. Photos below.
Choice will not answer phone or email. Christine Evans is case mgr who will not respond by phone or email.

Onsite AC and Heating company held for hours 7/26 and finally had to hang up. They instructed me to submit his opinion on my account and have them call. I've held for three hours on 7/24 and was disconnected. I have on hold today for over 2 hours 50 minutes and will probably be disconnected at three hours again. A claims specialist and consumer advocate need to contact me.

Customer Number [protected]
The Lynell Smith, owner of A Devoted Care was authorized to complete repair does not have a license number that appears with Texas Department of Licenses and Regulations and he refused to give it to me. A/C Tech that did work that gave me license number 45777 does not match his name given or on the phone records submitted to Choice.

Second Opinion
On-Site A/C & Heating
A Home Advisors Five Stars Rated Company
Danny Burgess
810 Crystal Lake
Spring, TX 77380
TACLB12209E

July 25, 2018

Choice Home Warranty
1090 King Georges Post Road
Edison, NJ 08837

To Whom It May Concern:

This letter is to confirm the owner, Sonia Wolfrom, of 11 Grey Birch Place, The Woodlands, Texas 77381 has maintained her HVAC equipment annually. She is a responsible homeowner going above and beyond to maintain her home and ensure routine maintenance service visits are completed. She is conscientious about maintenance to prevent breakdowns from occurring.
Upon her request, I inspected the unit today to provide a second opinion to determine the cause of the present mechanical breakdown. The record indicates on 6/26/2018, Andre, with A Devoted Care replaced the capacitor on the unit. On 7/24/2018, Andre reported he found the wire to the capacitor he replaced on 6/26/2018 had come off. He reconnected the capacitor and found the system to now have a leak in the condenser. It is unknown how long the wire was off of the capacitor; therefore, the impact to the condenser coil and compressor is substantial. The capacitor being disconnected would prevent the condenser fan from functioning and cooling the system properly. It would also cause the refrigerant pressure to increase to a much higher than normal operating pressure and cause the present leak. According to the service record provided by Andre with A Devoted Care on 6/22/2018, (copied below) at 3:04 pm clearly acknowledges there were no leaks in the unit when he previously serviced the system and the refrigerant pressures were within normal ranges.
In my professional opinion, the improper installation of the capacitor has caused the condenser coil to fail and quite possibly has impacted the compressor. It was caused by the extremely high pressure when the condenser fan was not functional but the compressor was running. The coil did not wear out because of wear and tear. It certainly is not from rust, corrosion or lack of maintenance. To suggest Ms. Wolfrom did not maintain the system is false and inaccurate as her records and our company records clearly demonstrate she complied with the annual service noted as a requirement by Choice Home Warranty. You would be hard pressed to find a company that would suggest this particular unit was not maintained.
The unit originally had a mechanical failure in which case, Ms. Wolfrom contacted your company for repair. Unfortunately, it appears your service technician made an error which does sometimes happen. However, the homeowner, Ms. Wolfrom should not be penalized by the error. The warranty company or the technician Choice contracted to repair the system originally should do so at their expense. Feel free to contact me should further information be required. I am willing to restore the system for Ms. Wolfrom should you want me to do so.

Regards,
Danny Burgess

Homeowner: Sonia Wolfrom

Choice Home Warranty Contract Number: [protected]

Service Order Numbers: [protected] and [protected]

Photos were attached to this letter but will not paste here.

Resolution. Choice should repair the problem as their technician's error caused it. There is no rust and the system has been maintained. The part is a covered part as long as the system was maintained which it was and written records prove so.

From Account Center:
CHW Representative:
(06/18/2018): I only have one ac unit, not two. The above ticket indicates two units. Please correct it to say one.
(06/18/18 01:37 PM) Donna Blackett: Thank you for your email. Please contact tech directly to provide that information. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/18/2018): Angel A/C has been assigned to your claim and an appointment has been scheduled for Monday June 18th, 2018 between the hours of 03:00 PM and 08:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for Angel A/C is [protected]. Upon the technicians arrival you will be required to pay a $45.00 service call fee.
CHW Representative:
(06/19/2018): What is the status of this claim? Repairman said he submitted the claim to you and is waiting on approval for repair. He said he can repair it today. It is HOT here and we need an update asap. Please advise.
Thanks,
Sonia Wolfrom
(06/19/18 12:14 PM) Angela Agosto: Thank you for your email. Please be advised your claim is under review. Thank you for being a valued choice home warranty customer.
CHW Representative:
(06/19/2018): Good afternoon,
Angel AC representative Miguel Soto indicates you are requiring photos before you will approve the repair for the items indicated on his repair recommendation ticket. He will not return until 4-7 pm today. What do you need from me to speed up this process? From my conversation with Miguel, I have pulled my maintenance records for him to review as I have had an annual review of the system completed by licensed contractors and the system was in good mechanical working order until this issue. I don't want this to be a situation where the repairman comes out and then you are closed and a decision cannot be made. Please advise.
Thanks,
Sonia Wolfrom
(06/19/18 02:50 PM) Shiniqua Branch: Thank you for your email. Please be advised your claim is under review pending the photos. Thank you for contacting choice home warranty.
CHW Representative:
(06/19/2018): Thank you for the reply. I am doing a little bit of research on this license holder and Choice Home Warranty. What is on the Internet regarding these two companies and what I am finding is disheartening.
I have service records, in writing, for my home. I hope this will not be like what I am reading about. How late is the department open today that Miguel Soto must submit photos to for approval for repair? I want to be recognizant of the time to ensure he submits what you need. I am trying to get an idea of whether or not I will have air this evening.
(06/19/18 03:12 PM) Shiniqua Branch: Thank you for your email. We understand you concern and urgency. Our authorizations department is open until 8pm easter time. We will not be able gurantee if a technician will be able to repair today. Thank you for contacting choice home warranty.
CHW Representative:
(06/19/2018): Good afternoon again,
Angel AC representative, Miguel Soto arrived and took the pictures you requested. They were submitted a few minutes ago. He said he would be in the area for a while this afternoon and could repair the unit, if you get back in touch with him for the approval. Please let me know what is going on. Thank you, Sonia Wolfrom
(06/19/18 03:58 PM) Shana Zulin: Thank you for your email. Please be advised once the pictures are reviewed, we will follow up with you with how to proceed. Thank you for being a valued customer of Choice Home Warranty.rnrn
(06/19/18 03:58 PM) Shana Zulin: Thank you for your email. Please be advised once the pictures are reviewed, we will follow up with you with how to proceed. Thank you for being a valued customer of Choice Home Warranty.rnrn
CHW Representative:
(06/19/2018): Thank you for your email. Please be advised we have received in the pictures and they are under review. We apologize for the delay in service.
CHW Representative:
(06/19/2018): Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(06/19/2018): When should I expect this letter of determination? I have filed a complaint with CHW and have requested the CHW consumer advocate to contact me of which I have been assured will happen if not today, first thing tomorrow. Please advise as it appears you have made a decision.
(06/19/18 06:47 PM) Rachael Bronner: We have received your email and we apologize for any inconvenience this process has caused you.rnOur records indicate this determination letter was sent to you earlier today. rnPlease check your spam folders if you have not received this email. Thank you.
CHW Representative:
(06/19/2018): There is no letter of determination in my email box or SPAM box. Can you resend or let me know what you determined so I will know how to proceed?
(06/19/18 07:01 PM) Briani Dixon: Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.rn
CHW Representative:
(06/19/2018): The only email at 4:30 said:
Thank you for your email. Please be advised your claim is under review. It did not give a determination.
(06/19/18 07:01 PM) Briani Dixon: Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/19/2018): You all close shortly. Please let me know the determination. This email back and forth is nuts. I need to know how to proceed. Please reply before you close today.
(06/19/18 07:01 PM) Briani Dixon: Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/19/2018): When should I expect this letter of determination? I have filed a complaint with CHW and have requested the CHW consumer advocate to contact me of which I have been assured will happen if not today, first thing tomorrow. Please advise as it appears you have made a decision.
(06/19/18 07:01 PM) Briani Dixon: Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/19/2018): In the course of the day, six different people have responded to this account. How many people do you all have working? This is not the service I recall receiving when I requested service in the past. It has been a year and three months since I last requested service and I've recommended ya'll to several people who purchased coverage. So, this really is not what I expected. I did not receive a letter of determination as your email indicates above. Please let me know what that determination is. What's the big secret. For heaven's sake, I purchased a service contract and maintained my property by the guidelines Elliot, my sales representative advised, have now requested service and receive this song and dance business. Please contact me via email and via telephone. I will express my concerns to the consumer advocate as well when he or she calls back. [protected]
(06/19/18 07:16 PM) Rachael Bronner: We have received your email and we apologize for any inconvenience. rnThere is a team of people working on emailed responses to our customers. rnOur records indicate that a letter of determination will be sent to you shortly regarding this claim. Thank you.
CHW Representative:
(06/20/2018): Good morning,
It is reaching lunchtime in your time zone. The authorization department has had time to review the photos and the claim for the AC repair. I have maintained the unit and for Choice to drag their feet is not acceptable. I am reading online many reviews that indicate this is standard operating procedure which is disappointing.
I have contacted the local five stars rated company who last serviced my account for a letter noting the regular maintenance of my one and only a/c unit at my home of which I will have later today. They inspected the unit yesterday and are willing to provide a letter about the routine and regular maintenance of the unit. I plan to submit a complaint along with this letter to the Texas Real Estate Commission, the local television stations and the various other complaint boards available to me, today. I have medical issues, am a post cancer patient, a teacher, and simply do not have the money to stay in a hotel. I paid for this service and in good faith maintained the unit and records to be in compliance with the requirements of Choice Home Warranty. Your representatives stated yesterday I was sent a letter of determination. I responded that the only letter received was one stating the claim was under review. I requested a consumer advocate contact me and I was assured someone would call me if not last night, first thing this morning. That has not happened. I've now contacted my local real estate agent who owns 11 offices here and around the surrounding Houston area who works regularly with Choice Home Warranty and will be reaching out to the local CHW representative. This is Texas and it is hot. I ask that you please cover the repair and let the owner Miguel Soto of Angel AC know about the repair. It is nuts that a person must be put through this nightmare to receive coverage. Please contact me asap.
Sonia Wolfrom
(06/20/18 11:49 AM) Shana Zulin: Thank you for your email. Please be advised we have forward your email over to our consumer advocate department per your request. Thank you again for your patience and for being a valued customer of Choice Home Warranty.rn
CHW Representative:
(06/20/2018): I'm checking on a reply whether you will cover the claim or not. I have reputable people in place to repair my system if Choice chooses to default on the contract. Please advise. Authorization has had more than 24 hours to approve the claim since the last submission of photos from the technician. I would like a smooth and positive resolution to this matter rather than becoming a statistic. The New Jersey Attorney General's office has requested I please, please submit my claim in writing as this is a daily phone call they receive, my state legislator, Mark Keough, has been notified and I will proceed accordingly with the repair. There is no excuse for Choice dragging their feet other than to make me suffer and potentially have the system repaired by someone else. I will wait but in the meantime, I will continue to pursue all methods available to me to report this situation. It is wrong.
(06/20/18 02:50 PM) Velma Batts: Thank you for your email. Please be advised once your appeal has been seen by a case manager you will be notified. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/20/2018): Claim Status has shifted to closed but there is no other information provided. Please advise what you decided to do so I will know how to proceed. There is nothing in my email or in SPAM or on this site noting coverage.
(06/20/18 04:40 PM) Velma Batts: Thank you for your email. Please be advised your claim has been approved. You can call the technician to schedule a follow up visit. Should you need further assistance please feel free to contact us at [protected]. Thank you for being a valued customer of Choice Home Warranty.rn
CHW Representative:
(06/20/2018): Thank you so, so, so very much!
(06/21/18 08:53 AM) Jessica Exilus: Thank you for your email.
CHW Representative:
(06/21/2018): Good morning,
Did you notify the technician? I've reached out to him a couple of times and have not heard back from him. Just checking so it is not a situation of he missed then notification or did not receive it. Thank you in advance for your reply.
(06/21/18 08:59 AM) Jessica Exilus: Thank you for your email.
(06/21/18 09:01 AM) Jessica Exilus: Please be advised that we have contacted the technician, left them a voice message and have also sent them an email.
CHW Representative:
(06/21/2018): Thank you so much.
(06/21/18 12:18 PM) Velma Batts: We have received your email and have updated your claim accordingly. If you require any further assistance please contact us. Thank you for being a valued customer of Choice Home Warranty.rn
CHW Representative:
(06/21/2018): After a dozen or more voice mail and text messages beginning at 3:45 yesterday, Miguel Soto, the owner of Angel AC just sent a text message that he is refusing service and to not contact him again. Please advise what to do.
(06/21/18 12:21 PM) Velma Batts: Thank you for your email. Please be advised your claim has been sent to our dispatch department to secure another technician. We apologize for any delay this has caused. Should you have any further questions, please do not hesitate to call us. Thank you again for your patience and for being a valued customer of Choice Home Warranty.rnrn
CHW Representative:
(06/21/2018): This is the most unprofessional situation. He received the text messages according to iPhone message yesterday at 3:47, 6:22, 8:59 and again this morning at 6:38, 9:38 and 10:30 am. He messaged at 11:11 am stating he is refusing service. He clearly must have made this decision yesterday. This situation is impacting my health. Please advise what to do. Thank you.
(06/21/18 12:22 PM) Velma Batts: Thank you for your email. Please be advised your claim has been sent to our dispatch department to secure another technician. We apologize for any delay this has caused. Should you have any further questions, please do not hesitate to call us. Thank you again for your patience and for being a valued customer of Choice Home Warranty.rnrn
CHW Representative:
(06/21/2018): Oh my gosh, are we starting over? Or has a customer service advocate reached out to someone to try and come today? I simply cannot believe this.
(06/21/18 12:38 PM) Velma Batts: Thank you for your email. We are looking for another technician. We are not an emergency service company and do not provide same day service. Should you need further assistance, please contact us. Thank you.
CHW Representative:
(06/21/2018): This is not same day service. This started last weekend, was reported Monday 6/18 and the owner of Angel AC was given approval on day theee and his is day four he decides to refuse service. This is not right. Miguel Soto, the owner of Angel AC could have refused yesterday instead of wasting another day. He assured me earlier in the week he could have me back in service the same day you gave approval. Please ask a customer advocate or a supervisor to reach out to. A vendor who
Can come today or at the worst tomorrow. This is horrible. My dog is having to go to the vet and I'm not doing well with it either. This is CHW's irresponsible and unprofessional vendor that's has caused this delay. Please help. ASAP.
(06/21/18 01:33 PM) Briani Dixon: Thank you for your email. Please be advised, we are diligently working to assign the best available technician in your area. We apologize for any delay this has caused. Thank you again for your patience and for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/21/2018): Can you tell me who you dispatched so I may call?
(06/21/18 01:40 PM) Briani Dixon: Thank you for your e-mail. The claim has been dispatched to find you another technician. Once a technician is assigned you will be notified. Thank you for being a valued Choice Home Warranty customer.
CHW Representative:
(06/21/2018): Can you tell me who you dispatched so I may call?
(06/21/18 01:40 PM) Briani Dixon: Thank you for your e-mail. The claim has been dispatched to find you another technician. Once a technician is assigned you will be notified. Thank you for being a valued Choice Home Warranty customer.
CHW Representative:
(06/21/2018): A Devoted Care has been assigned to your claim and an appointment has been scheduled for Friday June 22nd, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for A Devoted Care is [protected]. Upon the technicians arrival you will be required to pay a $0.00 service call fee.
CHW Representative:
(06/21/2018): Thank you to Sophia for assuring me this afternoon that A Devoted Care will be able to call in tomorrow while they are here for authorization and approval to fix my air while they are here. This issue started late Saturday night/Sunday and was reported on Monday. I cannot imagine going through the weekend without air as temperatures are expected to be over 100 this weekend. Thank you for relieving my mind. I hope Miguel Soto, who owns Angel AC, is no longer a service representative as he has caused me personal pain, and did some things that were not appropriate.
(06/21/18 05:48 PM) Magdalena Trinidad: Thank you for your email and for being a valued customer of Choice Home Warranty
CHW Representative:
(06/25/2018): A Devoted Care has been assigned to your claim. Please contact them at [protected] To schedule a service appointment. Upon the technicians arrival you will be required to pay a $0.00 service call fee.
CHW Representative:
(07/22/2018): A Devoted Care has been assigned to your claim. Please contact them at [protected] To schedule a service appointment. Upon the technicians arrival you will be required to pay a $0.00 service call fee.
CHW Representative:
(07/24/2018):
Tuesday July 24th, 2018

Claim [protected]
11 Grey Birch Pl.
The Woodlands TX 77381

Dear Sonia Wolfrom,
This letter is in reference to your Air Conditioning claim. We have been processing your claim for coverage and a determination has been reached.

During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to repair or replace, at our expense, the systems and components mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and

Become inoperative due to normal wear and tear; and

Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Your claim was submitted on 06/18/18 and was assigned to A Devoted Care on 07/22/18. On 07/24/18 the technician submitted details pertaining to your system failure.

It has been determined the Water Heater has developed a non-repairable leak from the tank.

Please refer to your terms and conditions section D number 4 "Excluded"; CHW is not responsible for leak detections.

Appeal Rights

You may request a review of this claim in writing by visiting https://www.choicehomewarranty.com/cads/claimreview.php?ccid=m4ADH0wqdk2CD3Misq8N-OVqp1P_vBGLxCf8-QHhyxQ. The request for review must be sent within 7 days of receipt of this letter and state the reasons why you feel your claim should have been approved.

Under normal circumstances, you will be notified of the final decision within 5 business days of the date your request for review is received.

Nothing contained in this letter should be construed as a waiver of any rights or defenses under the policy. This determination has been made in good faith and without prejudice under the terms and conditions of the contract, whether or not specifically mentioned herein.

Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs.

Sincerely,

Team CHW

* Click Here to view complete limits of liability and any exclusions. CHW offers service contracts which are not warranties.
CHW Representative:
(07/24/2018): Tuesday July 24th, 2018

Claim [protected]
11 Grey Birch Pl.
The Woodlands TX 77381

Dear Sonia Wolfrom,
This letter is in reference to your Air Conditioning claim. We have been processing your claim for coverage and a determination has been reached.

During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to repair or replace, at our expense, the systems and components mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and

Become inoperative due to normal wear and tear; and

Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Your claim was submitted on 06/18/18.

It has been determined the condenser coil has developed a refrigerant leak which requires replacement. Condenser coils that leak have been exposed to corrosive or acidic materials that have infiltrated the fins and transfer tubes, damaging the integrity of the coil. The acidic agents cause sections of the coil to become corroded and/or rusted, causing the development of pinhole or microscopic leaks.

Please refer to your terms and conditions section F number 1; We are not responsible for malfunction or improper operation due to rust or corrosion of all systems and appliances.

Appeal Rights

You may request a review of this claim in writing by visiting https://www.choicehomewarranty.com/cads/claimreview.php?ccid=m4ADH0wqdk2CD3Misq8N-OVqp1P_vBGLxCf8-QHhyxQ. The request for review must be sent within 7 days of receipt of this letter and state the reasons why you feel your claim should have been approved.

Under normal circumstances, you will be notified of the final decision within 5 business days of the date your request for review is received.

Nothing contained in this letter should be construed as a waiver of any rights or defenses under the policy. This determination has been made in good faith and without prejudice under the terms and conditions of the contract, whether or not specifically mentioned herein.

Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs.

Sincerely,

Team CHW

* Click Here to view complete limits of liability and any exclusions. CHW offers service contracts which are not warranties.
CHW Representative:
(07/25/2018): I am now realizing ya'll went back to the other claim form to correspond. So, now I'm submitting my questions to both locations.

Good morning,

Did you decide whether Choice will cover the freon repair? I have a local air conditioning company coming today to provide a second opinion. I have been told by multiple people that had the serviceman with A Devoted Care had checked his work as a trained professional is taught to do, the wire connection would not have come loose. His error caused the fan to quick working and the system to heat up. I was gone for nearly two weeks and I have no idea how long his mistake impacted my unit. One thing is certain though, there was no freon leak three weeks ago when A Devoted Care repaired the system and has not been one on the previous annual system service and maintenance checks as designated in writing on the annual service check receipts. Please advise asap as I'm sure you can hear on the news Texas is experiencing a heat wave. I am a cancer patient and will be having back surgery in the next two weeks and need this issue resolved.

I've requested a phone call. That does not happen. I stayed on hold for three hours yesterday and then Choice disconnected me. This is awful service.

Kind regards,
Sonia Wolfrom
[protected]
(07/25/18 01:03 PM) Christine Evans: With the condenser coil leaking being the cause of failure. This would not be covered under the policy. If you're receiving a 2nd opinion the technician will have to submit his diagnosis to [protected] and provide the claim # prior to any replacement or repair we'll proceed accordingly based off the diagnosis
CHW Representative:
(07/25/2018): Please provide the license number and insurance information of the serviceman Andre, from A Devoted Care.
Please provide the license number and insurance information for Angel A/C Services.
Please provide the name, address and phone number for the insurance carrier for Choice Home Warranty.
It is my understanding I need to request all of these things in writing. I will look them up on my own as well. I am still patiently waiting a response from Choice but all I can get is a robot computer to respond. Hence, I will file my complaints with the State of Texas licensing boards and the New Jersey Attorney General's Office since I cannot seem to obtain a response from Choice. I've declared what has happened, and at this point Choice is in default. Please respond.
Sonia Wolfrom
[protected]
(07/25/18 12:29 PM) Christine Evans: The technicians will be able to provide their license numbers and any other personal information. rnrnA Devoted CarernLynell Smithrn832 944 6628rnrnAngel A/C rnGlenda or Miguelrn12814318036
CHW Representative:
(07/25/2018): Thank you for the information. Have you decided upon the appeal I have filed? It is now going on noon and I still do not have an answer to the appeal.

Please advise as your inability to take action has caused me to lose yet another day of air conditioning.
(07/25/18 01:03 PM) Christine Evans: With the condenser coil leaking being the cause of failure. This would not be covered under the policy. If you\'re receiving a 2nd opinion the technician will have to submit his diagnosis to [protected] and provide the claim # prior to any replacement or repair we\'ll proceed accordingly based off the diagnosis
Sonia Wolfrom
(07/26/2018): Danny Burgess with On-site AC and Heating is trying to fax his report to the number you gave. He says it is a phone number and he cannot hold. Where does he fax or email the report?
Sonia Wolfrom
(07/26/2018): Danny Burgess with On-site AC and Heating is trying to fax his report to the number you gave. He says it is a phone number and he cannot hold. Where does he fax or email the report?
Sonia Wolfrom
(07/26/2018): Also, according to Texas Department of licensing, Lynell Smith is not listed as a licensee. That's a problem.
Sonia Wolfrom
(07/26/2018): [protected]
Owner, Danny Burgess
Onsite AC and Heating
Did inspection and wrote a second opinion but Christine gave is not a fax. Will you please call him or provide additional information so he can
Send you what you requested.
Sonia Wolfrom
(07/26/2018): I have emailed Christine Evans at [protected]@choicehomewarranty.com and uploaded the second opinion from Onsite AC and Heating since the number you provided as a fax is a phone number to hold for hours. The owner said he held for a while but cannot stay on hold all day. I remained on hold for three hours two days ago and then Choice disconnected me. The phone records prove that. We need a resolution to this immediately.
Sonia Wolfrom
(07/26/2018): This claim needs to be escalated to a claims supervisor. It's my understanding that a case manager is not the same as a claims supervisor. I would like to speak to an account claims supervisor regarding this matter. I have called and held for hours without an answer. Choice to needs to contact me so this issue can be resolved one way or the other, [protected].
Sonia Wolfrom
(07/26/2018): I've started my hold process once again with Choice Home Warranty. We will see if I have to hold for three hours like two days ago to then be disconnected. I'm on hold.
Sonia Wolfrom
(07/26/2018): How do I get my claim before a claims supervisor? How do I get a return phone call or a response about the situation?

I requested the license and insurance information from the phone numbers and people you provided and told me to use to obtain
license and insurance information.

I asked Andre for his last name. He said I would find it with his license 45777. Andre, the service technician said his number is 45777. I
explained to him that number says it belongs to Cornelius U Ruth. Andre said that was his name. He would not tell me his last name but said
his name was what I was seeing online. He would not provide insurance information and said he did not have to and that I could hhave my
attorney call his attorney. I asked for his attorney's number and he would not provide a name.

Lynell Smith called as well. That is who Andre works for at A Devoted Care. He would not provide his license or insurance information. Our phone
call was interrupted when he said he would call me back that Choice was calling him back on the other line.

I have not heard back from him or from yall.

This claim needs a claims supervisor. It also needs a consumer advocate. Please have both contact me immediately.

Sonia Wolfrom
P.S. I've now been on hold for nearly 15 minutes with no answer.
Sonia Wolfrom
(07/26/2018): At 2:39 pm, CST, I have been on hold for one hour 23 minutes.

The failure of Case Manager, Christine Evans to get back with me is unacceptable. The robots that answer the calls and send a generic message including a message stating I am being denied coverage for a water heater when the issue is an air conditioner, and the ability of no one to answer the phone at Choice Home Warranty, leaves me no choice but to pursue assistance through other entities. This is not an avenue I want to pursue but Choice will not respond and leaves me no Choice. Choice is in default at this point for failure to respond in a timely manner. This is terrible customer service and a terrible experience.

Remember you are eligible to purchase Choice Home Warranty coverage regardless of the age of your home or appliances. In fact, no home inspection is required. Please continue to hold, and a representative will be with your momentarily.

Have you tested your smoke alarm lately? Did you know the US Fire administration recommends checking your smoke alarm monthly. The safety of your family comes first. Please continue to hold. One of our staff members will be with you shortly.

You never know for certain when a system or appliance in your home will break down, but sooner or later, everything wears out whether it's your heating system or a dishwasher. Nothing lasts forever. Choice Home Warranty provides peace of mind coverage for your home. Please continue to hold, and your call will be handled in the order in which it was received. Thank you.

Protect your air conditioning systems. Make sure you trim shrubs and plants near the outdoor condensing unit to ensure proper air flow and circulation. Please continue to hold one our staff members will be with you shortly.

Get more without paying more from Choice Home Warranty. Did you know that you can get free service by referring your family and friends to us? Ask a member of our staff how it works. Please continue to hold, and a representative will be with you momentarily.

Choice Home Warranty requires that you maintain your home systems and appliances according to the manufacturer's specifications.
Don't get excluded from coverage due to maintenance. Please continue to hold, one of our friendly staff members will be with you shortly.

We believe CHW home warranties are the most comprehensive, flexible and value-priced on the market. We do everything to help you get back on track. That's the choice home warranty difference. Please continue to hold and your call will be answered in the order in which it was received. Thank you.

Prolong the lifespan of your systems. Air conditioning systems and furnaces require periodic maintenance in order to ensure coverage. For example, clean your evaporator and condenser coils and replace your filters. We appreciate your patience while on hold and we will be with you in a moment.

Choice Home Warranty is committed to providing you the best service. Our secret is simple, to provide a positive customer service experience and ensure loyalty for all our customers, contractors and employees. We are sorry to keep you waiting and will be with shortly.

Did you know that you can ensure coverage and expand the life of your water heater, by flushing the sediment periodically? Refer to your owner's manual for instructions. Please continue to hold and your call will be answered in the order in which it was received. Thank you.

Sonia Wolfrom
(07/26/2018): Just so you know I've now been on hold, 1 hour 57 minutes. I bet yall will disconnect me when I hit the three hour mark. Please have someone contact me. Please ask a consumer advocate to call me. Please ask Christine Evans to call me. Please ask a claims specialist to call me.

I had sign up with Home Warranty's on April 2018 I switched because they seem to offer air conditions plumbing and other things. After I signed on I had to place a claim on a air condition with Choice Home Warranty and they sent someone out there that had no clue of what he was doing charge me $60.00 copay and tell me is the thermostat but was not the thermostat it was the actually unit. So they sent a technician that is not air condition certified has no clue on what he is doing insist on the thermostat and wants to charge me 265 for moving my thermostat to other place on the wall so I ended calling other technician to install the thermostat it was cheaper to call other tech. OK so the new tech. tells me he does not want to give or send his report that he needs to do his own,. so he installs it and checks it and say's it never was the thermostat it was the unit. So I call the guy and he ask me to sent the report and estimate that the other tech did, so he not only cost me money charges me a copay for doing nothing he misdiagnosed my problem and cost me money. I call in the company I tell them I want to refund or cancel my policy and refund my because then they told me they don't cover the air condition and I said yes is in your coverage description. and they go around and around finally offer to refund me 250 plus next service call I don't have to pay for copay but none of this is recorded so I call in to have them to check my plumbing system and now they say they don't cover it and I got really upset and told them they also have on the description of the services offered but they don't cover, so at this point they tell me they are no refunding nothing so I got I am furious and caused me a lot of head ache, money and lost of stress in top of the wasted time. They are scammers they got to sign me up for a whole year and don't want to refund me anything, I told them I was going to report them to the BBB and they said we are covered because you haven't read the fine print, so in other words they are legal scammers!. The Home Warranty's are not honest. Each and every time I called for approval I got the same run around. This made me so anxious and upset, because they can't care less about how you feel. Please I do not recommend them please shop around for other options. They are scammers. So, Stay away from Choice Home Rip-off and truly want to see and expect to see them also on Dateline or 20-20 or some news show soon.