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Business Profile

Home Warranty Plans

Choice Home Warranty

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Warranty Plans.

Complaints

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

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    Customer Complaints Summary

    • 11,686 total complaints in the last 3 years.
    • 3,565 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:06/23/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We have a Home Warranty plan with CHW. They initially sent out Waldens to repair our a/c. The unit was frozen with ice so they said they would have to come back after it defrosted. The tech asked me to pay $65. When the unit defrosted, we called Waldens back but we had to get another approval from CHW. CHW initially approved Waldens to return at no cost to us but later pulled the approval without notifying us. When questioned the reply from Waldens was they were not Certified in Geo Thermal units. Weve already paid Waldens our deductible $65 and dont want to pay another company. CHW gives us blanket statement that they are working to find a tech to accept the work order. Weve been without a/c since 5/29/22. Why cant Waldens complete the job? The a/c probably has a Freon leak. Contract Number: ********* MENU CLAIM DETAILS BELOW Claim Details #********* Claim Date:05/31/2022 Appliance Air Conditioning Units 1 Issue Not Cooling Last Time Working 2022-05-29 More Notes Thermostat is set at 68 will not cool below 76. New air filter just installed Claim Updates (05/31/2022): Need you to find a technician the last time I used your reimbursement plan it was terrible Choice Home Warranty:(06/03/22 06:47 PM) ES *******************: Thank you for your email. We apologize for the delay in response. Our records indicate that ************** HEATING & AIR LLC has been assigned to your claim and an appointment has been scheduled for Thursday, June 9th, 2022 between the hours of 07:00 AM and 11:00 AM. Please make sure someone is available at the covered address at that time. For your reference, the phone number for ************** HEATING & AIR LLC is **************. Upon the technician's arrival, you will be required to pay a $65.00 service call fee. Thank you for being a valued customer of **********************.**********************:

      Business Response

      Date: 06/28/2022

      Dear ****** and *****************,

      Due to your type of geothermal unit, it was taking longer than usual to locate a technician in your area to service your type of equipment. CHW offered you the option to proceed with a technician of your choosing and submit for reimbursement. You declined this option. On June 27, 2022 you contacted CHW and requested to cancel your five-year policy (no.: *********). CHW honored your request and the policy was cancelled.A refund in the amount of $2,298.33 will be mailed to you in the form of a check.Please allow up to 30 days for processing.

      Thank you,

      The CHW Team

      Customer Answer

      Date: 06/28/2022

      [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,

      ****** And *****************

    • Initial Complaint

      Date:06/23/2022

      Type:Order Issues
      Status:
      Answered
      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 has denied several legitimate claims for repairs to my HVAC system which they claim the parts were somehow damaged "beyond normal wear and tear". This is a ********************************************** a fully protected environment that failed due to age.

      Business Response

      Date: 06/23/2022

      Dear *************************,

      Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.

      A review of the claim shows that it was processed according to the policy. On April 13, 2022 you placed a claim (no.: *********) for your air conditioner stating that it was not coming on. CHW dispatched Arktikos AC and Heating to your home. Based on the diagnosis received it was determined that the control board suffered water damage and failed, and needs to be replaced. This failure cannot occur under normal wear and tear conditions.

      Please refer to your terms and conditions section A number 2; All systems must become inoperative due to normal wear and tear.

      On April 15, 2022 CHW sent you a letter of claim determination with the option to appeal. You appealed the determination,however, did not provide supporting documentation to support your position that the claim should be overturned. As such, the claim remains non-covered.

      On June 9, 2022 you placed an additional claim for your air conditioner stating that there is a loud noise when the unit comes on. CHW dispatched One Stop Refrigeration to your home. Based on the diagnosis received it was determined that a second opinion was needed. CHW reassigned your claim to O&N Cooling and Heating and waived the service call fee. On June 21, 2022 the technician advised that the necessary part for repairs was on back order. We apologize, as the delay in parts is out of CHWs control.

      On June 20, 2022 you placed a claim (no.: *********) for your air conditioner stating that your second unit was not cooling. CHW dispatched O&N Cooling and Heating to your home. Based on the diagnosis received it was determined the veins on the blower wheel became damaged or dislodged. This type of failure does not constitute a normal wear and tear failure, as it would only happen from the wheel spinning out of balance caused by something hitting the wheel and/or the loss of a manufacturer placed weight.  

      Please refer to your terms and conditions section A number 2; All systems must become inoperative due to normal wear and tear.

      On June 22, 2022 CHW sent you a letter of claim determination with the option to appeal. You appealed the determination,however, did not provide supporting documentation to support your position that the claim should be overturned. As such, the claim remains non-covered. Should you wish to provide supporting documentation to support your position, CHW will review accordingly.

      We regret to hear your frustration, however, CHW was in full compliance with the terms of our policy.

      Thank you,

      The CHW Team

      Customer Answer

      Date: 06/23/2022


      Complaint: 17465362

      I am rejecting this response because: What supporting documentation is expected?  The unit is 17 years old, parts wear out under normal wear and tear!  What do you possibly expect me to provide to support "normal wear and tear"?  Prove to me that was damaged otherwise?  I will *** you in small claims court, stay tuned!



      Regards,

      *************************

      Business Response

      Date: 07/05/2022


      *************************,

      You did not provide any documentation to support your position that the claim should be overturned, as such the claim remains denied. However, should you wish to provide documentation, such as a second opinion from a technician of your choosing, CHW will review accordingly.

      We regret to hear your frustration, however, CHW was in full compliance with the terms of our policy.

      Sincerely,

      The CHW Team

    • Initial Complaint

      Date:06/22/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Yes I have been having choice home warranty sense 2017 on 06-11-22 my washer fail me I called to place a claim I was told it would take 24 to 48 hours on 06-13-22 ***** technician was sent to my home my deductible was ************************************************************************************************** that the part would come to my home the next day I received a text saying I would be notified when the part has shipped maybe a day later I looked at the order thats when I discovered that the part would be refurbished I called choice warranty I was told to call ***** but I said no you all need to inform ***** that I dont want an refurbished part a few more days pasted I called choice home warranty I was told that the manufacturer no longer make the part and I would be notified the week end past Monday the ***** I called ***** I was told that the technician needs to reach out to the home warranty to confirm that the part isnt available it would take 24 to 48 hours I called ***** I was told that the information was sent over to the warranty company so I called choice and requested to speak to an supervisor one called me back he said a part was found but I said yes however it would be refurbished and I dont want refurbished he told me they make the decision on if I get an refurbished part but the contact says repaired or replaced and I told him when I make my payment you all get money not recycled and I do have a choice because Im a paying customer ********************************************* doesnt give me this warranty I pay for it so Im hoping you all make them accountable Im accountable I pay my **** to my creditors sorry for the double entry when I filed my fist complaint the supervisor hadnt call thank you

      Business Response

      Date: 06/24/2022

      Dear ***********************,

      Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/user-agreement/.

      On June 22, 2022, you contacted CHW and requested your account to be cancelled.

      CHW has honored your request and your policy has been cancelled. With regards to your request for a refund, you are a monthly policy holder and as such you pay month-to-month and have not paid in advance for your premium. Upon cancellation no refund would be due.

      We regret to hear your frustration, however, CHW was in full compliance with the terms of our policy.

      Sincerely,

      The CHW Team

      Customer Answer

      Date: 06/24/2022

      [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:06/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Our air conditioner stopped working so I filed a claim with Choice Home Warranty. Under my contract agreement they would locate a technician, come out to evaluate the problem and repair or replace the broken item. The first technician ********************** never showed, so I contacted Choice and they reassigned my case to another technician ****** ****************** and they never showed. Contacted Choice again and the following day they gave me a choice to locate my own technician. I contacted Royal ***************** who came out to diagnose my AC/heat pump. They indicated that the entire system needed to be replaced. I contacted Choice who approved the company and that they would work with Royal to fix it or replace the system. After a month and several phone calls by myself and Royal we finally got approval to move forward and that the job would cost $11,065. To my surprise, the choice representative Informed me that They would send a check for $3,000 and that there was a limit on repairs. I was totally unaware of this when I recently renewed my contract. I informed her that "my" contract stated to repair or replace. She did send me a copy of a new contract which I have never seen until they learned the cost of these repairs. I have been with this company for approx nine years and never had problems until now. I now had to pay out-of-pocket $8,000 in which I thought I was completely covered when something went wrong at our home. I also lost 1 day of wages and had to borrow $10,000 to pay for the repairs. If I knew the cap was $3,000, I would have never renewed, why have home owners insurance ?

      Business Response

      Date: 06/23/2022

      Dear ***********************,

      Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.

      A review of the claim shows that it was processed according to the policy. On May 11, 2022 you placed a claim (no.: *********) for your air conditioner stating that it just quit working. CHW assigned *************************. However, on May 14, 2022 you stated the tech missed the scheduled appointment. CHW reassigned your claim to ****** Heating & Cooling.

      However,due to the distance of travel for the technician he was unable to proceed with the work order. On May 23, 2022 you opted to proceed with a technician of your choosing. CHW sent you our reimbursement form. On May 30, 2022 CHW requested additional information from your technician regarding parts, pricing and labor.

      On June 3, 2022 CHW spoke with your technician and he stated he was calling to submit his diagnosis. The technician was advised to submit his diagnosis to www.chwclaims.com.Additional information was requested on the same day regarding pictures and a full price breakdown. You were advised of such on June 7, 2022. On June 8, 2022 CHW spoke with you and advised you of the information that was still needed from your technician.

      On June 9, 2022 you were authorized for repairs in the amount of $3,000.00. This is the maximum payout per the contract term. There were non-covered charges in the amount of $8,065.00. On June 9, 2022 you spoke with CHW and were advised that this is the maximum CHW covers under your coverage details.

      Please refer to your terms and conditions section E number 2; You agree that, in no event, will Our liability exceed $3,000 per contract item for access, diagnosis and repair or replacement. You hereby waive all rights to claim, attorneys'fees, indirect, punitive, incidental and consequential damages and any other damages, other than for actual out-of-pocket expenses, and any and all rights to have damages multiplied or otherwise increased.  

      We regret to hear your frustration, however, CHW was in full compliance with the terms of our policy.

      Thank you,

      The CHW Team

    • Initial Complaint

      Date:06/22/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 6/1/2022, I filed a plumbing repair claim with Choice Home Warranty. They were unable to send a technician out so I had to hire someone to come in. The plumber was not willing to submit the diagnosis to Choice Home Warranty. They did not assess the problem, the plumber believed it is best to replace the faucet because it is old and difficult to get parts for. I had to submit a diagnosis myself and Choice Home Warranty took my diagnosis and changed one word (used disconnect instead of connect). Based upon this, they denied the claim. I then appealed their denial. I spoke with a case manager-*********************** and he agreed to send a plumber out and waive the diagnosis fee. The plumber came out and submitted a diagnosis that the leak was based upon wear and tear. Choice Home Warranty again denied the claim and said my husband and I caused the problem.I have paid for Choice Home Warranty through 5/27/2017 and would like to cancel for a full refund the entire policy. This is our first claim with them and they denied it based upon my own lay diagnosis. They based their 2nd denial decision based upon my first own diagnosis just created by a lay person from ******* I was advised by *********************** that the plumber coming out would treat the new claim as a new claim and not consider my own lay diagnosis. They did not do this. I want a full pro-rated refund of my policy. What good is a policy that just denies claims?

      Business Response

      Date: 06/24/2022

      Dear *************************,

      Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDEDunder the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/user-agreement/.

      On May 2, 2021, you purchased a 5-year policy and received an additional year for free due to a CHW promotion. This add-on year cannot be factored into a refund as it was complimentary.  You paid $2975.00 for your policy and received $472.37 in approved claims. This is deducted from your refund as per the terms below.
      Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.

      A pro-rated refund of $1758.46 would be provided within 30 days. This refund calculation is minus the costs above, a fee and pro-rated for the unused paid term.

      Due to your dissatisfaction, CHW will waive the cancellation fee of $50.00 in goodwill leaving you with a refund of $1808.46.

      CHW has honored your request that you have made through the Better Business Bureau to cancel your policy and the account has been cancelled.

      Although the delays are out of CHWs control, CHW was in full compliance with the terms of our policy.

      Sincerely,

      The CHW Team

      Customer Answer

      Date: 06/24/2022


      Complaint: 17461592

      I am rejecting this response because:

      I am appalled that Choice Home Warranty deducted the refund of my policy by the claim that was approved in the amount of $472.37 when I paid for the warranty program and the warranty program was in place when the claim was approved. What did I pay for if you were going to deduct the amount of the approved claim from our refund. Also, your decision to not include the add on year is also very confusing. I requested a full refund of the policy based upon the prorated amount. I did not expect you to reduce my refund by the approved claim that I had when I was a paying customer. I am a senior and a Veteran of ******** and hope you will rethink my refund and at least refund the amount you clawed back for my approved claim.

      Regards,

      *************************

      Business Response

      Date: 07/05/2022

      Dear *************************,

      As per policy terms and conditions stated below:
      Mutual agreement of ** and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term,less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.

      A pro-rated refund of $1758.46 will be provided within 30 days. This refund calculation is minus the costs above, a fee and pro-rated for the unused paid term.

      Due to your dissatisfaction, CHW waived the cancellation fee of $50.00 in goodwill leaving you with a refund of $1808.46.

      However, CHW is going outside of the policy terms and will issue you the additional $472.37 which represents a full refund of the policy amount, as a gesture of goodwill. This is in full and final resolution to this matter. Please be advised up to 30 days processing.


      Sincerely,

      The CHW Team

      Customer Answer

      Date: 07/05/2022

      [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:06/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 5-20-22 I filed a claim on my home warranty policy for the ** blowing hot air and not cooling . An appointment was set for 5-23-22. The technician said the system had 0 freon but could not find the leak because it was raining and a new appointment was made for 5-05-26-22. The new technician found the leak, which was on the evaporator coil on the furnace, which is located in the attic inside their factory box, sealed and not exposed to the elements or the air inside the house. It was installed over 30 years ago. Home Choice declined the claim, this was their response, which went to my junk email and I only found by chance; I never received a phone call:"Evaporator coils that leak have been exposed to corrosion or acidic materials that have infiltrated the air stream and air flow throughout the house and have damaged the integrity of the coil. The acidic agents cause sections of the coil to become corroded and/or rusted which are weakened and develop tiny pinhole or microscopic leak. 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."I appealed the decision and got a 15 minute appointment for 6-17-22. I spoke with the case manager and right away she said that the decision stood. I tried to explain that this is wear & tear, not an outside agent. The tech said so and a simple internet search shows it:"Air conditioning systems have several moving parts, but the ** coils are among the most important. These components will inevitably start to wear down over time and as the system ages. Typically, breakdowns occur in one of two ways. The copper tubing that runs throughout the ** coil is susceptible to wear and tear more than other parts of the system. Over time, corrosion is likely, as formic acid generated WITHIN THE ***** can break down the copper. The addition of vibration from the coils fins can rub small holes in the copper over time."

      Business Response

      Date: 06/24/2022

      Dear *************************,

      Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/user-agreement/.

      On April 14, 2022, you placed a claim (Claim #*********) for your air conditioning stating it was not working properly. CHW dispatched ***************************** to diagnose the failure. Based on the diagnosis that we received, it has been determined the cause of failure of your system is with the evaporator coil, which is leaking refrigerant and must be replaced. Evaporator coils that leak have been exposed to corrosion or acidic materials that have infiltrated the air stream and air flow throughout the house and have damaged the integrity of the coil. The acidic agents cause sections of the coil to become corroded and/or rusted which are weakened and develop tiny pinhole or microscopic leak.

      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. On May 27, 2022, CHW provided you a letter of claim determination, you appealed the decision.

      Although you appealed the determination, you did not provide any documentation to support your position that the claim should be overturned, as such the claim remains denied. However, should you wish to provide documentation, such as a second opinion, CHW will review accordingly.

      We regret to hear your frustration, however, CHW was in full compliance with the terms of our policy.

      Sincerely,

      The CHW Team

    • Initial Complaint

      Date:06/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 or about 09/11/2021 I purchased a home warranty from Choice Home Warranty. I made a claim on 04/23/2022 which was approved but w me paying for Coil, which should have been covered as well. I disputed the coil cost and it was re-evaluated to include the condenser and coil and labor on those, w upgrades at my cost. I accepted BUT they have never sent me an acceptance invoice. Prior to the coil re eval, I was told BY the claims rep to make a claim for furnace as it was "shot" as well. The furnace has been approved and is at tech's office. The issue is the ac/coil units have never been ordered, the response I get is they are "waiting for manufacturer" to submit cost to them. This is the response I get EVERY time I call until today. Today the customer support team informed me none of this is stated in the system, he READ ALL NOTES thoroughly. HE stated that there was a note of me disputing the coil issue and then basically nothing after the re-eval of coil. Nothing stating waiting on anything, nothing even attempted to order or inquire as to cost. The claims rep. ********************** herself has told me that she inquired and that we should have an answer later that day or in the morning, this was almost two weeks ago. I have called almost every day, to no avail, On the couple occasions I have spoke w her, the same. It has now been 7 days w no call back from her and they are required to call back within 24 (maybe up to 48 hrs) after I call in, and still nothing. I feel like they are just avoiding me at this point and trying to wear me down to give up. I am currently seeking an attorney to start a class action lawsuit, since THEY have breached the terms of the contract, I am not required to abide by their resolution process. I would prefer not to go this route just due to personal issues, but someone NEEDS to address the unlawful practices of this company.... There are literally THOUSANDS of consumers that have been victimized by this company!!!

      Business Response

      Date: 06/23/2022

      Dear *************************,

      Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/user-agreement/.

      A review of the claim shows that it was processed according to the policy. On April 24, 2022 you placed a claim (no.: *********) for your air conditioner stating that it was not cooling. CHW dispatched ***** Affordable Heating and Cooling. Based on the diagnosis received you were approved for repairs for a condenser. There were non-covered charges which you disagreed with on May 9, 2022. A CHW case manager spoke with you on May 13, 2022. You stated that you did not understand why we were only covering the condenser when your indoor coils were leaking as well. CHW advised that we did not have this information and would need for the technician to provide additional notes. CHW requested additional information from the technician on the same day.

      CHW did not speak with you again regarding this matter until June 2, 2022. You were advised that with both of your HVAC claims you would reach your CAP and still owe the technician.You were advised that you would also be responsible for the equipment as well.

      CHW did not hear from you again regarding this matter until June 14, 2022. You requested an update regarding your claim. CHW advised you that you were responsible for the coil in the amount of $386.25. You stated that you would contact the technician. On June 15, 2022 a CHW case manager spoke with you and advised we were pending an update. On June 21, 2022 you spoke with CHW and stated that the technician was able to supply the unit.

      On June 22, ******************************************************************************************************************************** the amount of $2,132.00. You disagreed. You stated that the technician could obtain the equipment and you would pay the remaining balance from what CHW paid. CHW has authorized $2,132.00 towards your claim. Please contact the technician directly to schedule a repair appointment at **************.

      On May 13, 2022 you placed a claim (no.: *********) for your heating system stating that you smelled oil and the furnace kept shutting off. CHW dispatched ***** Affordable Heating and Cooling. Based on the diagnosis received you were approved for repairs for a supplied furnace. There were non-covered charges in the amount of $1,977.00. You accepted the non-covered charges on June 2, 2022. The equipment purchasing order was placed.

      CHW notified the technician on June 22, 2022 that the equipment was ready to be picked up. Once the technician has picked up the equipment a repair appointment can be scheduled.

      We regret to hear your frustration, however, CHW was in full compliance with the terms of our policy.

      Thank you,

      The CHW Team

    • Initial Complaint

      Date:06/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Date of Transaction: May 2022 till July 2022 - 3 Months delay in repairs Money Paid: $ **** for 6 year warranty - First Experience - Bad Experience Contract main coverage says all ceiling fans and exhaust hoods are covered - Fine print is being used to deny They sent two different experts who tried to identify the problem with different results. Finally I was told that the part is being ordered and it will be fixed.Then the denial letter comes after causing paint for 10 weeks which is not acceptable.Need my full refund of all the fees paid and compensation for the suffering.Policy Number: *********

      Business Response

      Date: 06/27/2022

      Dear *****************,

      Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/user-agreement/.

      On April 18, 2022, you placed a claim (#*********) for your oven stove cooktop stating the exhaust was not working properly. CHW dispatched AAA Server Appliance Inc.  to diagnose the failure. Based on the diagnosis that we received, it has been determined that the exhaust vent hood that services the stove has a failed control board that is now in need of replacement. The exhaust vent hood is a separate entity from the stove itself and is not included in coverage per policy sections C or D.

      Please refer to your terms and conditions section C number 0 Excluded; CHW is not responsible for systems not listed under terms of service.  On May 12, 2022, CHW provided you a letter of claim determination, which you appealed the decision.

      On June 22,2022, CHW spoke with you and explained the claim determination and policy terms and conditions. CHW went outside of the policy and offered you $300.00 toward the cost of your repairs as a gesture of goodwill, which you did not accept nor decline.

      Please advise should you wish to accept the above offer in full and final resolution to this matter.

      We regret to hear your frustration, however, CHW was in full compliance with the terms of our policy.

      Sincerely,

      The CHW Team

    • Initial Complaint

      Date:06/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 had a claim for AC repair in May. Every time I call I get a different answer. The guy who came out to give a diagnosis hasn&#**;t been back out. When I call to make another appointment, I get put on hold. The hold times are very long. I wasn&#**;t able to talk to a supervisor. The part request has been submitted. When I called the technician, he said that he didn&#**;t know that there was a scheduled appointment and he didn&#**;t know why they did that.

      Business Response

      Date: 06/28/2022

      Dear ***********************,

      Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/user-agreement/.

      On May 12, 2022, you placed a claim (#*********) for your air conditioning stating it was not working properly. CHW dispatched Crumers Heating & Cooling to diagnose the failure. Based on the diagnosis that we received, it has been determined the condenser coils fins are damaged, restricting the necessary airflow throughout the system. This has caused the compressor to overheat and fail. This is not a failure that occurs under normal wear and tear conditions.

      Please refer to your terms and conditions section A number 2; All systems must become inoperative due to normal wear and tear. On June 22, 2022, CHW provided you a letter of claim determination. The letter of determination provides instructions on how to place an appeal, should you not agree with the outcome.No appeal was filed. CHW received a phone call from you on June 22, 2022 to discuss the claim determination.

      You did not provide any documentation to support your position that the claim should be overturned, as such the claim remains denied. However, should you wish to provide documentation, such as a second opinion, CHW will review accordingly.

      We regret to hear your frustration, however, CHW was in full compliance with the terms of our policy.

      Sincerely,

      The CHW Team

    • Initial Complaint

      Date:06/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Hime warranty advertising announces that they will replace or fix certain items in your home if you sign a contract with them for their services. I have had An Ac unit looked at from several of choice home warranty technician that they sent over to my home. Each technician that has came to look at my Ac unit advised that it needs replaced and submitted the proper paperwork to choice home warranty for a replacement for me following contract that was advertised. It has been over 2 months without AC In my home and choice home warranty still hasnt followed through to fix it! The technicians advised that choice home warranty will not respond back to their claims for repair or replacement request. Choice home warranty plays dumb and only acts like the rd the technicians problem and wants to continue sending me other AC technicians out to my home and then everything repeats itself again! I have called numerous times and only get the same advise over and over again! Which is we will find another tech to come look at it! I have waited to get two weeks for this last tech to make an appointment. The last time they scheduled an appointment they didnt even show up! And then there phone numbers were disconnected! Now choice home warranty wants me to find my own repair company and pay out of my own pocket for the whole replacement of a new AC Unit!! This basically defeats having a warranty because I dont have a couple thousand to replace it upfront! I have 4 kids that live in the home and its an average of 90 plus degrees outside. And average of 84 degrees in my home! Im sick of companys that have false advertising and took over $500 for this warranty I paid for and nothing ever gets fixed!

      Business Response

      Date: 06/23/2022

      Dear ***********************,

      On June 23, 2022 CHW spoke with you in regards to you air conditioning claim (no.: *********) and offered you your policy CAP in the amount of $3,000.00. You have accepted as full and final resolution of the above referenced matter. Please allow up to 30 days for processing.          

      Thank you,

      The CHW Team

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