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I opened a claim with Choice Home Warranty (CHW) to fix my air conditioner on March 29th, and 20 days later and 2 different technicians (HVAC and electrician) on site, the issue has not been resolved. The HVAC technician said it was the breaker, the electrician said it was the A/C unit not connecting when the power from the breaker was being relayed. I have paid the deductible twice to these two technicians and the problem has not been correctly diagnosed and addressed. My level of frustration is off the chart because I am paying and begging for support from both CHW and the contractor. This level of service is really unacceptable! I am very, very disappointed.
Recommendation: Based on what I am experiencing currently regarding this matter, I would be very reluctant to recommend Choice Home Warranty to anyone.
My washing machine drain was backing up. I called Choice on 4/23/25 and told the rep. what the problem was. On 4/24/25 I received a phone call from Kintex Plumbing and was told they had been assigned the claim from Choice. I paid them myy $100 co-pay. They scheduled a service call to my home on 4/25/25 between 11AM-3PM. No one ever arrived. I received a phone call from Kintex at 4:11 PM and I asked why their plumber had not shown up by 3 PM. I was told that he would be there within 10 minutes. He arrived at 4:30 PM. He brought no tools with him. He spent 3 minutes with me in the laundry room while I explained and showed him the drain that was blocked and was backing up when the water drained out of the washing machine. He then disappeared into his truck for about 20 minutes. When he came back to my front door and he had a form with him that I was told I had to sign. It was a approval form stating the same assessment that I had submitted with Choice when I called them on 4/23/25. It stated:"W/M stoppage-submitted to Choice,pending authorization. Will return. When I questioned him as to why he was NOT fixing the clog he told me that he was sent to repair the clog-he was sent to access the claim. It had to be submitted to Choice and they needed to approve the claim repair. I was livid. I called Choice and yelled about my clog not being fixed due to Kintex needing authorization on the plumber's assessment. I asked them is "this how you are going to handle all my claims"? I told you on Wed what the problem was and now that it is Friday and after 5 PM when is my clog going to be fixed. I was told that they had approved the claim and I was to call Kintex. I told him that Kintex was closed since it was after 5PM. I was told that they would handle it in the morning, Saturday, 4/26/25. I called Kintex at 8AM on 4/26/25 and was told that they could not get someone out to home until Wed or Thurs. I told them that that was NOT ACCEPTABLE. I wanted my 4/23 claim fixed NOW, TODAY. I was told that they do NOT work on weekends. I ended the call and called Choice, 3 times.and stated my anger at their actions. I finally got a call from Choice at 8:55 AM and was told that they had spoken with Kinex and they could send Lonnie, a plumber on Mon.4/28/25 between 11AM-3PM. I told Choice that they needed to submit my 4/23 claim to another plumber that could show up today. I was told that if they did that it would be a new claim and I would have to pay another $100 co-pay. I told Choice that I was paying them nothing more. I was told that "then we cannot transfer your claim to another vendor". I will start calling Kintex Mon morning every 30 minutes and hopefully this Lonnie they are sending will show up and unclog my drain. Very pool service and I would NEVER recommend Choice...I rate them as bad as "American Home Shield"