Complaints

This profile includes complaints for Choice Home Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Choice Home Warranty

  90 Washington Valley Rd Bedminster, NJ 07921-2118

• 

  Choice Home Warranty

  2147 State Route 27 Fl 4 Edison, NJ 08817-3365

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed 2 claims with Choice. My refrigerator's compressor needed replacement - the compressor was under the manufacturer's warranty; however, I had to pay out of pocket for labor because once the compressor was replaced the command board needed reprogramming to communicate with the new part. Choice stated they do not cover "modification" and the reprogramming fell under that category. The tech they assigned did not provide an invoice to me or them, threatened to "come undo what was done until payment was received" after less than 30 min of the repair. I contacted Choice (Trey F @ ext ****) only to be told they have no documentation of the work done by their assigned tech, there was no one else to speak with, and I needed to ask the tech again for it (****** *** had already told me they didn't keep any records). A day after the repair, the fridge was making a loud noise. ****** *** returned and said it was a loose water line and they secured it. After about a week the icemaker sporadically stopped making ice, stopped all together after about 6 weeks. Second encounter was when there was a main line back up into my basement bathroom from toilet and tub. I contacted Choice which told me it could take 48 hours to assign a tech. I told them it was an emergency - sewage was steadily seeping into my basement. They told me that I could hire a contractor that was available, have them assess the issue, complete an online form, and within 10 min Choice would provide an authorization. I followed the protocol to the T, except 10 min came and left and Choice never responded. I had to stop the sewage so after 30 min had the plumbing crew clear the line. The next day Choice sent an email that the claim was denied because they cleared the line through the toilet and not the clean out. On top of avoiding any responsibility or accountability, they are rude and dismissive. They know what they are doing and completely comfortable with unprofessional exchanges.

  Business Response

  Date: 05/06/2025

  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their refrigerator and plumbing stoppage claims (no.: ********** ***********
  
  Refrigerator (no.* **********
  On January 31, 2025, the customer placed a claim stating that the refrigerator stopped cooling. CHW dispatched the claim to our vendor network and scheduled ****** *** for 2/3/25. Based on the diagnosis received CHW authorized labor only towards replacing the compressor as the part was under a manufacturer’s warranty. Please refer to section E(7) of the Service Contract, “We are not responsible for any repair, Replacement, installation, or modification of: 1) any Covered Item arising from a manufacturer’s recall or defect of said Covered Items; or 2) any Covered Item while still under an existing manufacturer’s or distributor’s warranty.”
  
  The customer was also responsible for non-covered charges in the amount of $162.50 for the filter drier, process valve and labor towards modifications.
  
  Filter Drier: $95.00
  Process valve: $25.00
  .5hr labor for Modifications: $42.50
  Total: $162.50
  
  Please refer to section E(6), “We are not responsible for upgrades, modifications, components, parts, or equipment required due to the incompatibility of the existing equipment…”
  
  Repairs were also completed.
  
  CHW did not hear from the customer regarding this matter again until 5/5/25 wherein she stated the unit was no longer making ice and requested an invoice for repairs. CHW advised we could not honor her request and instructed her to reach out to the technician to obtain a copy of such. Please also be advised that the customer did not recall the claim to advise CHW of any additional failures after the technician completed repairs. Please refer to section B(5) of the Service Contract, “If work performed under this Agreement should fail within 30 days, We will correct the failure without a Service Fee.” This is also a completely different failure which will require a new claim.
  
  Plumbing Stoppage (no.: **********
  On April 4, 2025, the customer placed a claim stating there was a backup coming from the basement bathroom tub and toilet. CHW dispatched the claim to our vendor network. The same day the customer called in stating it was an emergency. CHW informed the customer that we are not an emergency service. As an alternative, CHW offered the customer our reimbursement option and she accepted. Upon selection, instructions were sent on how to move forward.
  
  “Thank you for selecting the Claim Reimbursement Process offered by CHW. Please follow the instructions below to ensure proper claim reimbursement.
  
  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from CHW before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in processing your claim, please ensure your Service Provider takes pictures of the name plate and the inside and outside unit.
  4. Your technician MUST submit a complete diagnosis online at www.chwclaims.com. This department is only open during normal business hours. Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from CHW.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check.”
  
  Based on the diagnosis received it was determined that the toilet needs to be removed in order to snake the line. As there is no accessible cleanout, the claim is not covered. Please refer to section C(13) of the Service Contract, “CHW is responsible for clearing of lateral drain line stoppages up to 100 feet from access point including accessible clean-out, p-trap, drain or overflow access points; Excluded: Costs to locate or access cleanouts not found or inaccessible, or to install cleanouts.”
  
  On 4/5/25, a claim determination letter was sent to the customer with the option to appeal and she did. Although upon speaking with her Case Manager the denial was upheld as “Costs to locate or access cleanouts not found or inaccessible, or to install cleanouts” are excluded from coverage per section C(13). In addition, the customer stated that she completed repairs as CHW took to long to respond. Please refer to section B(3) of the Service Contract, “We will not reimburse for services performed without prior approval.” The reimbursement instructions also state, “Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from CHW.” Therefore, there is no reimbursement due to the customer at this time.
  
  As a result, the customer cancelled her renewal and a full refund in the amount of $673.20 was issued back to the original method of payment on file as of 4/8/25.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Refrigerator

  The CHW assigned tech, ****** ***, did not provide documentation or receipt for the repair completed. I need the documentation for my personal records. Additionally,  the freezer does not appear to be cooling correctly and the ice maker is not working so I will need a clear understanding of what was done to share with a new service provider. Since the partnership is between CHW and ****** ***, and because ****** *** has stated in writing that they furnished the documentation to CHW, I am requesting that CHW provide the documentation.

  Plumbing Line

  There was a clean out clear and available! IF CHW had responded within the 10 minute time frame, I would have directed the plumber to go through the covered clean out. Since sewage was continuing to back up into my house and the plumber stated the fastest way to stop it was through the toilet and because I had no response from CHW, I approved the work. 

  On top of very rude representatives, CHW clearly has no integrity in selecting its technicians or the response time they "promise". 

  
  Regards,
  
  ****** ********

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  CHW contracted and assigned ****** *** to service my refrigerator. Therefore, they should be able to provide documentation that was provided to them by the technician. CHW stated they covered "labor charges" so they must furnish the scope of the work that was submitted to them. I will not accept anything less. Reiterating what has already been said is not going to effectively satisfy the complaint or request. If ****** *** is a trusted partner of CHW, what is the problem getting the documentation?
  
  Regards,
  
  ****** ********

  Business Response

  Date: 05/07/2025

  
  Unfortunately, as previously indicated, CHW is unable to provide the invoice for repairs as that is our proprietary information. Please be advised that ****** *** was authorized to replace the compressor which was under a manufacturer’s warranty. CHW covered the labor only towards the claim. There were also modifications the customer paid for, filter drier and process valve. Repairs were also completed.
  
  There is no further action that CHW can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, she needs to follow the procedure for Resolution of Disputes outlined in her contract.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Choice home warranty hired an unqualified technician to work on my boiler system. Before the technician came, the system was working inefficiently, but we had heat and hot water. After the technician left, all heat and hot water service in the home were not functioning. We reached out to them and were told that the earliest availability for the unqualified technician to come and attempt to resolve the issue would be six days later. I found a reputable local technician to come and restore heat and hot water to our home. The cost of that visit was approximately $425. During that visit, our technician identified that the new contol valve relay had been wired incorrectly. He also performed some preventative maintenance on the system. I understand that preventative maintenance would not be covered by choice home warranty, but the cost of the rewiring should be reimbursed to me (approximately $300). Their technician left my home in an unoccupiable condition according to MA state law which would have persisted for at least one week. It is unconscionable that they would not cover the cost to remediate the work of their unqualified technician. The initial process for them to get a technician out to address the error code on our boiler was approximately 2 months. We had zero confidence that our home wouldn’t be left without heat and hot water for an extended period. A receipt for the work and a description has been provided to choice home warranty. I have reached out to multiple people and attempted to escalate this with them. I scheduled a final review with their case manager which they did not attend.

  Business Response

  Date: 05/05/2025

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. *********** 

  Our records indicate that the customer placed their claim for service on January 17, 2025, stating that the unit is not heating properly. Due to higher-than-normal service demands, CHW offered the customer the option of the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation, which they declined. 

  As such, CHW escalated the claim with the dispatch department and assigned Asset Heating and Cooling to submit the diagnosis. Upon inspection, the technician reported that boiler requires replacement of the pressure release valve and 6-zone switching relay, which CHW approved. Our records show that the repair was completed on or about March 8. 
  

  On March 9, the customer reported that the repair was completed and that there is not hot water in the faucets.  Based upon this information, CHW placed a recall in order to have the technician return to their home for further inspection and an appointment was scheduled for March 14. 

  However, on March 10, the customer advised that they opted to contract with their own technician to have the repairs completed and requested that CHW provide reimbursement for the repair cost.  It was explained that CHW does not provide reimbursement for unauthorized services in accordance with section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval."

  Additionally, CHW is not an emergency service company and is not liable for any potential negligence or damages caused on behalf of the contracted service provider. 

  Per section E(13) of the User Agreement, "You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for damages caused by the Service Provider,
  including, but not limited to, consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages."

  Per section E(14) of the User Agreement, "We are not liable for any failure to obtain timely service or delays in obtaining parts, equipment, or for delays due to conditions beyond Our control, including, but not limited to, labor difficulties..." 

  As such, the customer's request for reimbursement has been denied accordingly.

  No further action will be taken. 

  While we regret to hear of the customer’s frustrations, CHW has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  Lori M.  
  Consumer Advocate

   

  Customer Answer

  Date: 05/05/2025

  
  Complaint: ********  
  I am rejecting this response because: 

  Initially we were told that we had already selected our own technician for a different repair and that was option is limited to once per year.  By the time they gave us that option they had finally scheduled a technician so we elected to leave the scheduled appointment.  
  Prior to the technician working on the system it had posted and error code and shut down twice.  We were able to rest the stystem and it would function again.  
  The technician hired by Choice Home Warranty wired the new relay incorrectly and left saying that we needed to just wait and it would begin heating.  
  we attempted to fix the problem through the technician and choice home warranty before finding a truly qualified technician on our own.  Being without heat or hot water from Saturday to the next Friday was not acceptable.  There was no emergency until the technician created it.

  The technician hired clearly did not have the technical understanding to resolve the issue he created so waiting for the same technician to return six days later was not a viable solution for us.  

  
  Regards,
  
  ******* *******

  Business Response

  Date: 05/06/2025

  
  
  CHW is sorry to hear of the customer’s continued frustrations.

  Our records show that CHW issued a recall appointment in order to have the technician return to the customer’s home for reinspection. However, in lieu of awaiting the scheduled appointment, the customer opted to contract with their own technician to have the repairs completed.
  
  In accordance with section B(6) of the User Agreement, CHW has the sole right to select the service provider to perform the service, “We have the sole right to select the Service Provider”. Additionally, CHW does not provide reimbursement for unauthorized repairs in accordance with section B(3). 
  
  Further, CHW is not responsible for any potential negligence or damages caused on behalf of the contracted service provider in accordance with section E(13) of the User Agreement, “Per section E(13) of the User Agreement, "You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for damages caused by the Service Provider, including, but not limited to, consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages."
  
  Therefore, the customer must direct their complaint to the service provider accordingly.
  
  There is no further action CHW will take.  If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract. 

  CHW requests this matter be closed. 

  Thank you,

  Lori M.  
  Consumer Advocate

   

  
  

  Customer Answer

  Date: 05/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  It has failed to address the fundamental issue of a warranty company that has created more issues with my home than it has solved.  
  I do not have the time and energy to pursue arbitration, so at this point I want consumers to be aware that Choice Home Warranty has failed to hire a qualified technician to service my home and then refuses to take responsibility based on technicalities in the contract despite our best efforts over multiple months to work within the system constraints.  
  I will leave my feedback and ratings wherever possible and consider this closed.  
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Choice Home Warranty, headquartered in Edison, NJ, for deceptive and misleading business practices related to a service claim under my contract (#*********). My dishwasher failed, and they approved a system replacement after a technician visit on April 24, 2025. I was issued a $272 ****** eGift card, which I was told was the only compensation option — only to later learn that I could have requested a check or direct deposit instead. The company never gave me a real choice. Instead, they sent an email with only the gift card option and misled me into believing that was the only form of compensation available. At no point in that communication were all payment options presented, which I believe was intentional. When I contacted customer service to request a different form of reimbursement, I was told I had already made my choice — even though I was never given a proper one. I feel I was coerced into accepting compensation without full disclosure, and that this approach is designed to minimize payouts while deceiving consumers. To make matters worse, I never even received the gift card, and my dishwasher remains unrepaired. When I asked for a refund and cancellation, I was ignored. I have emailed the company and called multiple times, with no resolution. This kind of manipulative and deceptive behavior should not be allowed to continue unchecked in New Jersey, where the company is based. I am requesting that this matter be investigated and that the company be held accountable for misleading consumers.

  Business Response

  Date: 05/05/2025

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. **********. 

  Our records indicate that CHW approved replacement with a buyout in the amount of $272.

  Per section E(3) of the User Agreement, "We have the sole right to determine whether a Covered Item will be repaired or Replaced (replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand, or color). We reserve the right to offer cash or cash equivalent in lieu of repair or Replacement in the amount of Our actual cost (which at times may be less than retail) to repair or Replace any Covered Item. Cash or cash equivalent offered in lieu of repair or Replacement does not include the costs of shipping, tax, or installation. When cash or cash equivalent is issued to Replace a Covered Item, You may not make subsequent claims on such Covered Item for 12 months from the date of issue." 

  The customer was provided with the option of accepting and receiving a ****** eGift card within 30 days or declining which would prompt assignment of a Case Manager for appeal handling.  However, our records show that the customer accepted the funds on April 24, and therefore the eGift card is currently processing. 

  Nonetheless, should the customer wish to receive a check in lieu of the eGift card, they may email ********************************* with confirmation of their mailing address. All payments are subject to 30 days processing.

  While we regret to hear of the customer’s frustrations, CHW has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  Lori M.  
  Consumer Advocate

   

  Customer Answer

  Date: 05/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Response to Business Reply – Complaint ID ********
  Dear BBB and Choice Home Warranty,
  Thank you for the response, but I reject CHW’s characterization of events and their handling of this claim.
  The email I received regarding reimbursement presented only one option — a ****** eGift card — with no mention of alternative forms of payment or an appeal process. CHW’s claim that I “accepted the funds” is disingenuous; I simply followed the only link provided, unaware that declining was even an option. This is a deliberate lack of transparency, designed to make consumers believe they have no choice, which is both deceptive and unacceptable.
  To be absolutely clear:
  I do not want the $272 gift card or any other compensation from CHW.
  I want my policy canceled immediately.
  I am requesting a full prorated refund for the unused portion of my contract.
  At this point, I want nothing further to do with CHW or its policies. The experience has been frustrating, misleading, and far below the standards of honest business practice. I ask the BBB to assist in ensuring that my cancellation and refund are completed in full.
  Sincerely,
  ** ****
  
  
  
  Regards,
  
  ** ****

  Business Response

  Date: 05/07/2025

  Stephanie W.,
  
  As previously indicted, the customer was provided with the opportunity of placing an appeal which would have allowed them to speak with a Case Manager to discuss payment options.  However, an appeal was not submitted.
  
  Additionally, CHW already mailed the check in the amount of $272 yesterday, May 6 under check no. *******.  This was also outlined in our prior response. 
  
  Lastly, CHW terminated coverage yesterday, May 6, as per the customer’s request. As such, the contract is no longer active, and the customer was refunded in accordance with section H(2) of the User Agreement.  The check in the amount of $646.17 is currently processing and will be mailed within 30 days to: ** ****, *** ****** ******, ************* ** ****** 

  CHW requests this matter be closed. 

  Thank you,

  Lori M.  
  Consumer Advocate

  
  

  Customer Answer

  Date: 05/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ** ****

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Denied Warranty Claim and Lack of Response To Whom It May Concern, I am filing this complaint regarding CHOICE Home Warranty, concerning a warranty claim I submitted for my Samsung washing machine. On 04/25/25, I filed a warranty claim due to a failure of the shock absorbers in the unit. The company denied the claim, citing "overloading" as the cause. I dispute this reason, as the machine has only ever been used in accordance with the manufacturer's guidelines, and there is no evidence of misuse. The issue is consistent with normal wear and tear, which should be covered under the terms of the service agreement. On 04/30/25, I submitted a formal dispute letter to the company's dispute resolution team, clearly explaining my position and requesting a reassessment. As of the date of this complaint, I have received no acknowledgment or response, despite following up on 05/2/25. I am frustrated with the lack of transparency, poor communication, and what I believe is an unfair denial of a valid claim. I am seeking either an approval of my original claim or a fair and documented review process with proper communication from the company. Claim Number: ********* Product Covered: Samsung Washing Machine Warranty Agreement Number (if applicable): Policy #: ********* Desired Resolution: Approval of the warranty claim Thank you for your attention to this matter. I appreciate your assistance in resolving this issue. Sincerely, ***** *

  Business Response

  Date: 05/05/2025

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. *********** 

  Our records indicate that the customer placed their claim for service on April 21, 2025, stating, "During the spin cycle, the washing machine produces a loud hammering or banging sound accompanied by heavy vibrations. The noise is rhythmic and intensifies as the drum reaches higher speeds. It feels as if the machine is unbalanced or parts inside are hitting against each other. The vibrations are strong enough to cause the appliance to shake or move slightly from its position." 

  CHW dispatched ******* ********* ******* *** to the customer's home to submit the diagnosis. Upon inspection, the technician reported, "Spiner support and Shock absorbers need to be replaced."  The technician also listed the cause of failure as, "The washer has signs of overload. The metal drum is bended. The drum is out of center." 

  Based upon this information, CHW issued the claim determination stating, "...it has been determined that the washer drum and shock absorbers have failed due to overloading and must be replaced. Please refer to section E5 of your policy. Your policy has the following exclusion, this Agreement does not cover routine maintenance or malfunction due to misuse, abuse, neglect, or physical damage. This Agreement only covers failures due to normal wear and tear."

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was caused by overload which is not a normal wear and tear failure.  

  No further action will be taken. 

  While we regret to hear of the customer’s frustrations, CHW has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  Lori M.  
  Consumer Advocate

  Customer Answer

  Date: 05/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I respectfully disagree with this conclusion and request a reconsideration based on the following:
  The appliance has never been overloaded. It has been used strictly according to the manufacturer's guidelines, including load size, detergent type, and cycle selection. There has been no instance where the washer was loaded beyond its stated capacity.
  The symptoms are consistent with normal wear and tear. Shock absorber fatigue is a known and common issue in washing machines over time, especially with regular, proper use. These components are designed to absorb movement and vibration, and their gradual weakening is consistent with typical mechanical wear—not misuse.
  There is no documented evidence of misuse. The technician who inspected the machine did not cite any signs of abuse or overloading beyond normal use. If such evidence exists, I kindly request detailed documentation and photos supporting that assessment.
  Given that the washer has been used responsibly and within design specifications, I believe the shock absorber failure falls within the bounds of normal wear and tear—a condition that should be covered under my service agreement.
  I respectfully request that this claim be reviewed again with this context in mind. I am happy to provide any additional information, including proof of purchase, maintenance records, or to facilitate a second inspection if needed.
  Thank you for your attention to this matter. I look forward to your timely response and a fair resolution.
  
  see attached receipt from service company. There is no mention of signs of overload, metal drum is bended or the drum is out of center." This clearly appears like an attempt to avoid paying for repair. If such evidence exists, I kindly request detailed documentation and photos supporting that assessment.
  
  Regards,
  
  ***** *

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

   

  In your reply you stated this
  
  Further, the attached service report does not include a cause of failure, nor does it report that the failure was the result of normal wear.  As per the diagnosis submitted to CHW, "Spiner support and Shock absorbers need to be replaced. The washer has signs of overload. The metal drum is bended. The drum is out of center."
  

  The issues of imbalance and perceived overloading can result from normal wear over time. Shock absorbers naturally weaken with prolonged use in any system, and continued operation with worn shocks can place additional stress on the drum assembly.
  

  I am still awaiting the supporting evidence for your claim, as previously requested. The technician’s report does not mention any of the issues cited in your denial, yet it appears that additional notes or conclusions—potentially entered by an office clerk without direct knowledge of the on-site inspection—have been used to justify the decision.

  
  Without visual or documented evidence to substantiate your findings, I cannot accept this conclusion. I respectfully request that you provide clear visual proof supporting your claim. If this is not provided, I will have no choice but to escalate the matter to a higher level to obtain the necessary documentation and transparency.
  
  Regards,
  
  ***** *

  Business Response

  Date: 05/07/2025

  
  As previously indicated, the attached service report does not include a cause of failure, nor does the report indicate that the failure was the result of normal wear.  The diagnosis submitted to CHW indicates that the failure was the result of “overload”.  To date, the technician has not revised or amended their findings. 
  
  CHW also addressed the customer’s request for a copy of the diagnosis/documentation indicating, “In regard to the customer’s request for the detailed report, CHW is unable to honor such as the diagnosis is submitted into the CHW’s online vendor account portal which is proprietary in nature. “
  
  There is no further action CHW will take. Since the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.  

  CHW requests this matter be closed. 

  Thank you,

  Lori M.  
  Consumer Advocate

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/2/2025 10:25am EST I received a call on my number, **********, which has been registered on the DNC list for greater than 30 days. A man with a South Asian accent spoke to me and asked if I wanted a home warranty. He did not know my name or who he was trying to contact which is a TCPA violation. Agreeing with the man I was connected to your company, Choice Home Warranty, and spoke with Alonzo. A full audio recording of the call from initial pickup to handoff is available for evidence and can be sent if desired.

  Business Response

  Date: 05/02/2025

  
  
  We have sent a request to our Marketing Department to place *** ******** information on our do not call/do not email list. Please allow up to 30 business days for the information to process.  
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 05/02/2025

  
  Complaint: ********
  
  I am rejecting this response because: I also asked for the name of the Lead generation company. As I have expressed, the lead generation company you use obviously operates outside of US Federal regulations. Attached is evidence of TCPA and DNC violation. My number was already on the federal DNC list which supersedes yours. Since I (and others throughout the Internet) have expressed and proven the lead generation company you use operates outside of federal regulation they have obviously lied to you and are working outside of any contractual agreement. I would hope your company is surprised and very disappointed by such a contractual violation. This is presuming you didn't know of these violations.

  
  Regards,
  
  ***** *******

  Business Response

  Date: 05/05/2025

  
  
  We apologize that the *** ******** is still dissatisfied. However, upon receipt of his complaint filing we added the customer to our do not contact list. There is nothing further for CHW to do at this time.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 05/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  My request was simple, please provide the name of the lead generation company used for these cold calls. They are either deceiving you into thinking they are TCPA and DNC compliant, in which case I am sure you all would like to advertise their misrepresentation, or you all are complicit in their actions. Moreover, your company is actively and knowingly violating federal TCPA and DNC. Again, a full recording of the transfers are available proving these violations.
  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Choice home warranty last week and had them schedule somebody to come fix my dryer. I have waited all day for the tech to not show.I finally call the company to be informed that we are out of the service area and they let Choice know this last week.I contacted choice to basically be told oh sorry wr have to schedule it again. I told her i leave Thursday for 6 months. She was transferring me to a mamager.. She didnt she just passed me to somebody else. I've been on the phone over an hour with them! My policy expires at the end of the month. I only live part time at this address. I am leaving in 2 days to go back to Co and won't be back for 4 months. How convenient that this happened and Choice now won't have to pay. Just like when I filed a claim for the seals not working on my fridge and they charged me $75 to come out and tell me seals aren't covered!?? Now they have cost me an entire day of waiting and a dryer that will be out of warranty when I return. What a scam they are running! I paid for this policy when this house was purchased and have not benefited one bit. Its only cost me $$ and stress!

  Business Response

  Date: 04/30/2025

  
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their dryer claim (no.: ***********
  
  On April 24, 2025, the customer placed a claim stating that the dryer was making a loud noise. CHW dispatched the claim to our vendor network and scheduled ****** ********* *** for 4/29/25. Although the customer informed CHW the technician was unable to service her area. As a result, CHW placed the claim back in dispatch to be reassigned.
  
  Our most recent records indicate that an appointment is scheduled with ******* ********* ****** *** for 5/2/25 between 11:00AM – 3:00PM EST. Notification was emailed to the customer on 4/29/25 with the technician’s contact information and appointment details.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 04/30/2025

  [The point is I still had to waste an entire day. I had to call them not them calling me to rearrange this and now I have to have a family member be there as we are leaving for the summer and when we return the policy will be expired! I have had to work at the warranty issues way harder then then company!
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If Choice assigns a company and sends a repair technician, it is understood that the repair company will diagnose the repair, submit diagnoses for approval and once approved, do required repairs. However, Choice couldn’t find a repair company in my area. Which is a problem and needs to be resolved. Once given the option to find a repair company, to pay and get reimbursed, any policies Choice have are null and void in my option, if I’m finding a repair company and paying myself. The total cost of the repair would have been $2125, but because the water heater was under factory warranty, the repair was done same day with no addition days or labor costs, the repair was reduced to $1352. I’ve looked at other submitted complaints in BBB and on social media. It seems to be a common practice with Choice, a customer pays for the upfront warranty policy fee, but then they refuse covered repairs or reimbursements on submitted claims. It would seem Choice is dysfunctional with departments and coworkers not communicating with each other, or is it on purpose to anger and frustrate the customer so they will not submit any more claims or follow up with an existing claim. April 23, - Submitted claim online, Water heater leaking. - Email stating Choice had an issue finding a company to assign the repair claim. Choice offered an option to find repair company in our area to expedite the repair. April 24, - Tech will be sent ASAP. - Tech submits the diagnoses for resolving the water heater leak. - Choice requested Home Inspection Report, added that I paid for repairs described in the report. - Choice will review. - Choice requested the receipt for repairs. - Choice will review again. - Repairs completed. - Choice denied reimbursement. - A Choice Case Manager was assigned. Scheduled an appointment. April 28 - Choice Case Manager calls, understood the urgency of the repair and would review. - Get multiple emails and call about the upcoming appointment with the Choice Case Manager.

  Business Response

  Date: 04/29/2025

  
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: ***********
  
  On April 23, 2025, the customer placed a claim stating that the water heater appeared to be leaking from the lower heating element panel. CHW dispatched the claim to our vendor network. Although the same day, the customer elected our reimbursement process and to use a technician of her choosing. Upon selection, instructions were sent on how to move forward.
  
  “Thank you for selecting the Claim Reimbursement Process offered by CHW. Please follow the instructions below to ensure proper claim reimbursement.
  
  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from CHW before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in processing your claim, please ensure your Service Provider takes pictures of the name plate and the inside and outside unit.
  4. Your technician MUST submit a complete diagnosis online at *****************. This department is only open during normal business hours. Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from CHW.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check.”
  
  Upon receipt of her technician’s findings that the water heater was leaking with recommendation to replace, CHW requested a copy of the customer’s Home Inspection Report. After review of the report, CHW requested proof of repairs for the issues found on the customer’s Home Inspection Report. The customer submitted such the same day (4/24).
  
  CHW then reached out to the customer’s technician to provide a breakdown of his labor. However, the technician stated that he already replaced the water heater. Please refer to section B(3) of the Service Contract, “We will not reimburse for services performed without prior approval.” Please also be advised that the unit was covered under a manufacturer’s warranty which the Service Contract does not cover per section E(7), “We are not responsible for any repair, Replacement, installation, or modification of: 1) any Covered Item arising from a manufacturer’s recall or defect of said Covered Items; 2) except for labor cost on appliances and as specifically described in Section C(13) for purchasers of the Choice Plus or Ultimate Plan, any Covered Item while still under an existing manufacturer’s or distributor’s warranty; or 3) any Covered Item lacking a visible model or serial number.”
  
  On 4/24/25, a claim determination letter was sent to the customer with the option to appeal and she did. Although upon speaking with her Case Manager the denial was upheld as replacement was completed without CHW approval. In addition, the unit is not covered as the unit is still under a manufacturer’s warranty which supersedes the warranty agreement. Therefore, there is no reimbursement due to the customer at this time.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 04/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The fact that the water heater is covered under warranty is a win for both parties and is irrelevant. The repair still needs to fixed. It's an excuse in order to deny the claim. I feel when choice can not find a technician, then asks an owner to find a repair company for them and do their job, their policy is null and void. It's then the responsibility of the owner to expedite the repairs. Waiting for an approval can lead to more time and labor costs that the owner will need to pay up front that may or may not be covered. In my case, the technician gets the approval and does the repair, would Choice have denied the claim anyway once either the tech, myself or Choice reviews the invoice and finds out the water heater is under warranty. There again the owner is left with bill. In my case, it was late in the day, the technician would have needed to come back the following day to either start or complete the repair which would have increased the costs. In retrospect, would Choice have found a reason to deny the claim, we'll never know, but I would have been left with increased costs and possibly more damage if I didn't expedited the repair.

  Regards,
  
  ****** *****

  Customer Answer

  Date: 04/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I strongly disagree. I understand policy, but the process needs to more streamlined so the claim is resolved in a timely and cost effect way. So the premise is if the process would have played out, the claim would have eventually been denied because the water heater was under manufactory warranty. The whole purpose in purchasing a warranty is to cover those unforseen issue that may arise. Okay, the process wasn't followed completely,  the end result would been the same, denied since the water heater was under warranty. Which makes no sense to me. Instead of being thankful the cost is lower and the customer's issue is resolved, the claim is denied on a technicality. Furthermore, if the water heater wasn't under warranty, does that mean the labor and travel costs are not covered? This entire process or claim makes no sense to me. The whole purpose of a warranty is to help and protect the customer and not nit pick on every little detail on what's covered or not as long as everyone is honest and upfront.

  Regards,
  
  ****** *****

  Business Response

  Date: 04/30/2025

  
  
  Please be advised that the reimbursement instructions were not followed. In addition, the water heater that the customer’s technician replaced is under a manufacturer’s warranty. Therefore, this is not a covered claim according to section E(8) of the Service Contract.
  
  There is no further action that CHW can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.

• Initial Complaint

  Date:04/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract Number: ********* I have a home warranty that covers my appliances. I pay $58.12 per month (697.38 annually). My microwave broke. Service man was sent, and I paid $100 deductible per the agreement. The company then denied my claim, saying the unit was misused, abused. The wires inside the microwave had grease on them and they will not replace the unit. Since when does a customer have to open up a microwave and clean the wires?! My warranty clearly states it covers built-in microwaves. They refuse to fix or replace it. This is a clear scam and money grab. They broke the terms of the warranty.

  Business Response

  Date: 04/29/2025

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. **********. 

  Our records indicate that the customer placed their claim for service on April 20, 2025, stating that the unit is not coming on. CHW dispatched Blum Management, Inc. to the customer's home to submit the diagnosis. Upon inspection, the technician reported, "The microwave is not working, there is a short inside both parts. The transformer, the capacitor and the magnetron appear to be covered in oil and soot from food that was cooked inside the microwave. Now all of them are shorted as a result, they have to be replaced." 

  Based upon this information, CHW issued the claim determination stating, "...it has been determined that the microwave has failed components due to excessive oil/grease build-up and will require further service. This is not considered normal wear and tear and would not occur under normal operating conditions. Please refer to section E5 of your policy. Your policy has the following exclusion, this Agreement does not cover routine maintenance or malfunction due to misuse, abuse, neglect, or physical damage. This Agreement only covers failures due to normal wear and tear." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was not the result of normal wear.  

  No further action will be taken. 

  While we regret to hear of the customer’s frustrations, CHW has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  Lori M.  
  Consumer Advocate

  Customer Answer

  Date: 04/29/2025

  
  Complaint: ********
  
  I am rejecting this response because it is impossible for a consumer to clean the inside wires of a microwave. How can a consumer poor liquid into the wires?!!  This unit has been well cared for and that's why it lasted for so long. The company is using a bogus reason for not replacing this unit. This is a scam! 
  
  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 04/29/2025

  
  
  CHW is sorry to hear of the customer’s continued frustrations; however, CHW issued the claim determination based upon the diagnosis provided to us and in accordance with the terms set forth in the contract.
  
  If the customer wishes to dispute these findings, they have the option of obtaining a second opinion diagnosis at their own expense.   The diagnosis, which must contain a cause of failure, may be emailed to ********************************** 
  
  CHW requests this matter be closed. 

  Thank you,

  Lori M.  
  Consumer Advocate

  Customer Answer

  Date: 04/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Consumer reviews online also stated the same issue:
  Claim Denial Issues: Some customers report having claims denied, often citing the company’s use of fie print or arguing that damage is not considered “normal wear and tear.”
  
  Customers stated that CHW found loopholes in the contract to deny their claims, with some stating all of their claims ended in denials.
  
  
  homechoice warranty reviews - Google Search
  
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:04/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made two requests to cancel this policy and stop charging me, and I never chose to get this new policy in the first place, but they write their contracts in a way that they can renew people without their active consent to resubscribe.  Those are not good business practices.  I have completed the form on their website twice now, in January and this month, requesting cancellation and to stop charging me.  I have received no action, much less a response.  I have now filed a complaint with ** ****** ***** and this one for the BBB.  I want them to cease and desist charging me and cancel my policy.  I think they are just stealing from me at this point.

  Business Response

  Date: 04/28/2025

   

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the cancellation of service contact no. *********. 

  CHW has no record of the customer contacting CHW in January to request cancellation of the contract.  Our records show that CHW cancelled the contract on April 28 upon receipt of an email confirming the customer's intention of terminating coverage. 

  Nonetheless, in goodwill, CHW has authorized a refund in the amount of $254.88 to account for paid premiums received from January through the present ($63.72 x 4 months).  The refund will be credited to the customer's card ending in **** within 7-10 business days. 

  CHW requests this matter be closed. 

  Thank you,

  Lori M.  
  Consumer Advocate

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as the refunds are processed as noted. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 18th, I put in a claim for an issue with my machine machine. After a week of waiting for them to dispatch a technician to come look at it, they gave me permission to seek a local technician to diagnose the issue and stated they would reimburse me for the billing. The technician came out and diagnosed the issue, stating it was “normal wear and tear and a common issue with this model washing machine”. My choice warranty still denied the claim. One denial stated that they didn’t believe it was from normal wear and tear and in another statement I received from them, they stated they believed it was a “pre-existing condition prior to my policy”. I filed an appeal with them and they told me that their specialists determined that the hose leaking had been wearing down for some time before my policy started, so even though it didn’t start leaking until during my policy with them, they would not cover it because they believed the issue started prior to my coverage. My understanding is that every appliance I own is going to have some sort of wear and tear from use and for them to deny my claim for “preexisting condition” seems unfair. I’m not sure why anyone would have coverage with them if they are looking to deny claims like that. I have since hired a local technician on my own to come and repair the issue for $100. I am looking to be reimbursed for my last two months payments and the $100 I used to hire my own personal technician.

  Business Response

  Date: 04/25/2025

  
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: ***********
  
  On April 17, 2025, the customer placed a washer claim stating there was an IE code popping up for insufficient water supply. In addition, water began leaking out of the front door as well as underneath. CHW dispatched the claim to our vendor network but we experienced delays. Per section E(13) of the Service Contract, “We are not liable for any failure to obtain timely service or delays…”
  
  On 4/23/25, the customer elected our reimbursement process and to utilize a technician of his choosing. Upon selection, instructions were sent on how to move forward.
  
  “Thank you for selecting the Claim Reimbursement Process offered by CHW. Please follow the instructions below to ensure proper claim reimbursement.
  
  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from CHW before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in processing your claim, please ensure your Service Provider takes pictures of the name plate and the inside and outside unit.
  4. Your technician MUST submit a complete diagnosis online at www.chwclaims.com. This department is only open during normal business hours. Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from CHW.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check.”
  
  The customer’s technician reported that the flex capacitor was bad and the portobello relay. In addition, there was a hole in the part that put the water into the washer. Therefore, based on the information obtained it was determined that the unit did not enter the policy in proper working order and failed as a result of pre-existing conditions. Please refer to section A(2) of the Service Contract, “All systems must be in proper working order on the effective date of this home warranty Agreement. Known or unknown pre-existing conditions are not covered.”
  On 4/23/25, a claim determination letter was sent to the customer with the option to appeal and he did. Although upon speaking with his Case Manager the denial was upheld as the Service Contract does not cover “Known or unknown pre-existing conditions.” As a result, the customer terminated coverage. Since he was a monthly policy holder and did not prepay for coverage, there was no refund due at cancellation.
  
  In regard to his request to be reimbursed for repairs, we are unable to honor such. Per section B(3) of the Service Contract, “We will not reimburse for services performed without prior approval.”
  
  CHW requests this matter be closed.   
  
  Thank you,
  Michelle C.  

  Customer Answer

  Date: 04/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I do not believe there was any preexisting conditions and the technician hired even stated that issue was normal wear and tear. To deny the claim for “preexisting conditions” sounds like a way to deny claims that the company does not want to honor. The company can claim “preexisting conditions” for almost any wear and tear claim and never approve a claim if this is the case. My choice warranty seems to be scamming customers and not an honorable company. At the very least I would like to be refunded my monthly payments with the company as they were little to no help on the process from start to finish. 
  
  Regards,
  
  ******** *********

  Business Response

  Date: 04/28/2025

  
  
  We apologize that the customer is still dissatisfied. However, since the customer was a monthly policy holder and did not prepay for coverage, there was no refund due at cancellation.
  
  Nevertheless, CHW is pleased to honor the customer’s request to refund him the full amount of $87.50 (2 x $43.75). Funds will be issued back to the original method of payment on file and are subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 04/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** *********