Business Profile

Home Warranty Plans

Choice Home Warranty

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Complaints

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

Customer Complaints Summary

11,686 total complaints in the last 3 years.
3,589 complaints closed in the last 12 months.

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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:06/15/2022
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.
We contacted Choice Home several times for issues with our home. First time was in October 2021 for issues with our heating/ac system. The company that responded out was EMS. Initially I reported that we were not feeling heat coming from the vents, so it was reported as duct work. We paid $65 for them to tell us that it was an issue with the unit, not duct work. Again, contacted CHW for resolution, EMS was again assigned for "heating system". Tech responded and again we paid $65 for the service call, they didn't note any issues. Then again we contacted EMS within the 30 days and they responded out again, this time finding that it needed a compressor. We then paid $450 for EMS to order a new compressor for our unit. They responded back out in Jan 2022, supposed to fix our heater and it was the incorrect part they ordered. Now we waited an additional few weeks for the correct one, Feb 2022 it was installed. During March/April and beginning of May we used it but it never felt as though it was working properly. Then mid May it was not working at all. Called again for a new claim, paid $65 again to Cold Front Mechanical, the compressor was not turning on to run the condenser, then he tightened a loose wire and replaced a missing cap from the freon and it worked for less than ************************************************************************* to do if there was another issue. He said he was going to research it and submit information to CHW, which he did, saying the condenser needed to be replaced. We were waiting for a review and approval from CHW then low and behold CHW emailed saying that Cold Front was not able to handle the repair. I had been in contact with ***** from Cold Front and he was shocked to learn that CHW had cancelled him. I called and spoke with customer service and they informed me that Cold Front called them and cancelled saying he was unable to repair the system. Which is not true. There has been no resolution to our ac repair.
Business Response
Date: 06/21/2022
**************,

Thank you for taking the time to speak with me today. CHW strives to provide its customers with excellent service for each and every claim, and I apologize that our service on this claim did not meet your expectations. As we discussed, CHW will issue you a check for $3,000 to resolve this issue. Please confirm your acceptance of this offer to the BBB. Also, since the BBB does not always notify CHW when a customer accepts an offer, I would ask that you also confirm your acceptance by sending me an email at [email protected].

Thank you for being a valued CHW customer.

Regards,

*************************
Initial Complaint
Date:06/15/2022
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.
Date of transaction: 06/07/22 Amount of money i paid the business: about **** for 5 years coverage.. 65 deducible for this claim What the business committed to provide: To fix issues with home appliances. And if cant be fixed, up to **** to replace appliance What is the nature of dispute: Sent a company to fix appliance, Company did come, and said they would come back and repair. They never came back, but spoke with them and they said they have the new compressor for the refrigerator and would call and come back soon. They never called (budget repair), and never came back but the claim was switched to a replacement with an offer of 986 dollars to replace a GE Monogram refrigerator (aka this is a ***** dollar refrigerator to replace).Where or not the business tried to resolve the issue: Not really. I escalated it to a dispute specialist that reoffered **** on the claim. Her name was *********************. She could care less about this and that was all she was willing to do.Account/Order/tracking num: Account is 203231987/claim is 160207513.What i want:I want them to fix the refrigerator if possible. The guy came, and said he would be back, he never came back. when i called him (**** i think was his name), he said they ordered a compressor and **** would install it, **** never came. Choice sent me an email 2 days later that they decided to replace the equiptment. they offered 986 dollars for a 12k refrigerator. I want a proper diagnoses. If it cant be fixed i should be given the max ******* for it. But before that, i want to know why it cant be fixed. They should easily be abled to be fixed based on the research i have done
Business Response
Date: 06/16/2022
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 7, 2022, you placed a claim (#*********) for your refrigerator stating it was not cooling. CHW dispatched ************************** to your home to diagnose the failure.
On June 12, 2022, you were offered the opportunity to replace the refrigerator as it was determined to be more cost effective than to repair it. CHW offered you $986.00 for your appliance, which you declined.
As per the policy at Section E(4), cash back in lieu of repair or replacement We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency,but not for matching dimensions, brand or color. We reserve the right to offer cash back 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 system, component or appliance.
On June 15, 2022, CHW spoke with you and increased the offer in goodwill to $1199.00, which you declined.
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: 06/16/2022

Complaint: 17429605

I am rejecting this response because:

Regards,

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

You certainly do have the right according to the contract to choose replacement instead of fixing. But you also have the obligation to make sure that the problem was diagnosed properly first. This was never done. As I stated in my complaint, the company sent looked said they would be back, never came and when called they said they were going to install a compressor they ordered and then never came. Thr leak was never even diagnosed. This is the first issue. So yes, totally up to you to decide fix or replace but doesnt proper diagnosing need to happen first
Second issue. If you decide on replacement, where did you get this number from? This is a ***** dollar refrigerator. I also know that according to the contract there is a **** dollar limit on any claim. So why isnt this the offer for replacement? Please enlightens me.

Lastly, your escalation representative couldnt answer either of these questions and then changed the offer from 968 to ****. Im really trying to be reasonable here, but I feel this entire thing is just poor service. Isnt it fair to expect proper diagnoses first and also fair compensation?
Business Response
Date: 06/21/2022

***************************************,
Please refer to the policy terms and conditions at Section E(4) which states: cash back in lieu of repair or replacement We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color.
We reserve the right to offer cash back 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 system,component or appliance.
On June 15, 2022, CHW spoke with you and increased the offer as a goodwill gesture to $1199.00, which you also declined.
The offer stands should you wish to accept, please advise.
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: 06/30/2022
[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 accept this offer provided that the i am given $1199.00 in us dollars. As per the contract, "cash in lieu of" is stated. I will use this money to get my refrigerator repaired. I havent had a refrigerator in over a month so i really need to get this addressed.

Regards,

***************************************
Customer Answer
Date: 06/30/2022

Complaint: 17429605

I accept this offer provided that the i am given $1199.00 in us dollars. As per the contract, "cash in lieu of" is stated. I will use this money to get my refrigerator repaired. I haven't had a refrigerator in over a month so i really need to get this addressed.

Regards,

***************************************
Business Response
Date: 07/08/2022
Mr. **********,
On July 8, 2022, CHW spoke with you and you have accepted $1199 in full and final resolution to this matter. Please be advised up to 30 days processing. The check will be mailed to the address on file.
Thank you for being a valued CHW customer.
Sincerely,
********
The Office of the President
Initial Complaint
Date:06/15/2022
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.
On 1/28/22 claim made with CHW for broken seal on freezer door, causing frost build up inside unit creating friction on all surfaces including drawer slide/brackets that attach to freezer door. Multiple attempts were made to defrost and make sure freezer door was closed at all times. However, due to this normal wear and tear issue of the rubber door seal being recessed, the entire freezer door CAME OFF related to the frost build-up. Service appt with ************************ 2/11 and NEVER SHOWED. I received ****/FORGED signed receipt of service(I had to later dispute and meanwhile, received multiple bills to pay the service charge). Made new claim 2/15, new service company appt 2/18 in which CHW approved replacement of the broken door (>$600 value). Part ordered. Over course of 4 months, I had to make multiple calls to the service company and CHW, as no one followed through on the order to contact me that the part was on back-order. I was promised on 2 separate calls to CHW a review due to part no longer available. I was still told the part was on back-order. 6/2 I was finally told that the issue was the part was no longer made, and due to > 30days after the first claim needed a new claim! Due to this being the 3rd claim for one issue, I was told I would not have to pay the service fee. So, yet another serviceman out 6/15 to tell me this is NOT covered by my warranty (SAME issue as CHW claimed to cover the first 2 claims for exact same issue). The serviceman also told me at the time of the appointment I did not owe the service fee. I quickly disputed the denial and made a phone appointment to talk to a claim specialist which was today 6/15/22. Who again, denied the claim as well as saying my account was on hold due to NOT PAYING the service fee! In short, I waited 5 months with my freezer duck-taped/unusable for this incompetent company to DENY my claim that it accepted 2 previous times! I have canceled my policy but I want what my claim was worth.
Business Response
Date: 06/16/2022
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 January 28, 2022 you placed a claim (no.: *********) for your refrigerator stating that the lining of the freezer door was not sealing properly; you then opened the freezer and the door fell off. CHW assigned A&E *************** to your claim. However,on February 1, 2022 you requested a sooner appointment time. A&E ***************s soonest availability was for February 11, 2022.
On February 15, 2022 you placed an additional claim (no.: *********) for your refrigerator stating that freezer door was not working properly causing frost to build up and the freezer door track to stick. Additionally, that the freezer door came off. CHW dispatched Tyrell Appliances Repair to your home. On February 18, 2022 the technician advised us that there was no estimated time of arrival on part(s).
CHW did not hear from you again regarding this matter until April 4, 2022 wherein you requested and update for your claim. You stated you spoke with the technician but they did not have an estimate time of arrival on part(s) from the manufacturer. On April 26, 2022 CHW spoke with you and advised that the technician was unable to complete the repairs as he did not have the necessary part(s) to do so.
CHW did not hear from you again regarding this matter until June 2, 2022. CHW advised that a new claim needed to be placed and a new service call fee would be due.
On June 2, 2022 you placed an additional claim (no.: *********) for your refrigerator stating that freezer door was not working properly causing frost to build up and the freezer door track to stick. Additionally, that the freezer door came off. CHW dispatched ************** Services LLC to your home. Based on the diagnosis received it was determined that that the freezer door and freezer liner were physically damaged and must be replaced. This type of physical failure is not normal wear and tear.
Please refer to your terms and conditions section E number 5 Excluded; CHW is not responsible for 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. In the event coverage is denied, and a You seek to have Us review that denial, We have the right to request routine maintenance records and/or home inspection reports in reviewing Our decision.
On June 6, 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 remained non-covered.
On June 15, 2022 you spoke with a CHW case manager regarding the outcome of your claim. You disputed the service call fee. CHW advised that it was not waived as it was due to the technician for his service as it was a new claim.
Please refer to your terms and conditions section B number 4; You will pay a trade service call fee in the amount set forth in Your **************** ********* Fee") to the Service Provider for each service request you submit to Us.
You then requested to cancel your monthly-policy (no.: *********). CHW honored your request and your policy was cancelled. As you were a monthly policy holder and did not prepay for coverage there was no refund due to you at the time of cancellation.
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: 06/17/2022

Complaint: 17429316

I am rejecting this response because:
I made more calls than that, as well as to the service provider for months, in which both parties had conflicting responses as to moving forward. I was NEVER contacted as promised by CHW when discussing next steps when speaking with representatives. I was never asked to send in proof as this is what the service visits are for?? I canceled my membership due to not wanting to b apart of this fraudulent business in the future, however justice is due in the cost of the repair that should have been rendered the lasts 4months! And as a side note, dealing with you the incompetency as a company was not my #1 concern, and I had a severely ill child in the hospital for 3 months and I am a single mother. I was told the third claim I did not owe the service fee. It is not my fault your staff did not document that. If this were you sir, trying to deal with a company you paid monthly for for many years and have relatively minor issues. And to have dealt with it for 4 months due to major communication issues that was out of your hands, how would you feel? You would want compensation and you would want out of that company.

Regards,

*************************
Business Response
Date: 06/21/2022
*************************,
On June 15, 2022 you spoke with a CHW case manager regarding the outcome of your claim. You disputed the service call fee. CHW advised that it was not waived as it was due to the technician for his service as it was a new claim. Please refer to your terms and conditions section B number 4; You will pay a trade service call fee in the amount set forth in Your **************** ********* Fee") to the Service Provider for each service request you submit to Us.

You then requested to cancel your monthly-policy (no.: *********). CHW honored your request and your policy was cancelled. As you were a monthly policy holder and did not prepay for coverage there was no refund due to you at the time of cancellation.

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:06/15/2022
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.
We learned out AC unit was bad on May 30th. From there we contact CHW as we have a contract with them and pay around $45 monthly for this contract, which includes AC coverage. After their first technician cancelled, we were finally able to have someone come look at the system on Tuesday June 7th. Their diagnosis said we need a new unit. CHW said this company refused to provide a price breakdown; however, after speaking with the technician he showed me what was submitted and a price breakdown was there and submitted twice. CHW decided to provide another technician instead of correcting their mistake. I paid the first person $100 to diagnose, and now had to pay the second technician $85 as CHW wouldn't cover the second initial diagnosis. After this technician also said the unit needs replaced, CHW has now claimed they are unable to fix the issue and has tried to dispatch a third company. With my AC being broken for over two weeks and a pregnant wife in my house, I am looking to get this resolved as quickly as possible. I have the evidence from both technicians that CHW has lied in what they are claiming (items not submitted and incorrect diagnosis), and I'm not sure how to take action and make this get resolved as soon as possible. From what I have heard, this isn't the first time CHW has tried to delay things in order to not cover items or have customers give up on the process. I am looking for a quick resolution to this issue, or the amount I have paid them in a refund from when I started my contract with them at the beginning of 2021, roughly $765.
Business Response
Date: 06/16/2022
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 31, 2022 you placed a claim (claim no.: *********) for your air conditioner stating that the house was not getting cold; the unit was cold and freezing on the outside. CHW assigned GMR *********** but the technician was unable to accept the work order. CHW dispatched your claim back to our vendor network. However, on June 6, 2022 you elected to proceed with a technician of your choosing. On June 11, 2022 CHW sent you our reimbursement form.
On June 13, 2022 CHW spoke with you and advised that the technician did not provide the complete break-down necessary in order to move forward with your claim.
On June 13, CHW assigned Three King ******* and Air Conditioning to your claim and waived the service call fee. The repairs were completed on June 14, 2022.
However, on June 14, 2022 you contacted CHW and stated that you were experiencing additional failures.CHW reopened the claim at your request and dispatched Three King ******* and Air Conditioning. However, the technician was unable to complete the work order.
CHW dispatched your claim back to our vendor network. On June 15, 2022 you spoke with CHW and requested we reassign Three King ******* and Air Conditioning. CHW advised that the technician was unable to proceed with the work order. You stated that you preferred that we sent the last technician back to your home. CHW contacted the technician and accepted the work order. You were advised of such.
An appointment has been scheduled for today June 16, 2022 with Three King ******* and Air Conditioning.Should you have any concerns regarding your upcoming appointment please contact the technician directly at **************.
As you were a monthly policy holder and did not prepay for coverage there would be no refund due to you at the time of cancellation. Should you opt to cancel your policy please contact us to discuss.
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:06/15/2022
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.
I have a Choice Home Warranty plan. I noticed some water water is leaking inside -- behind the wide-open pull-out pantry. I filed an online claim on 5/31/22. Choice sent a technician on 6/5/22. The technician looked in the refrigerator & asked to empty the refrigerator and defrost it. The technician returned on 6/8/22, opened the evaporator assembly, and told me that the assembly is defective and leaked water. The door spring was broken and he said he will replace it. He did not have any parts & asked us to wait until parts came from the company. I subsequently checked the Choice website & noticed that the company is refusing to repair it. The explanation was, "Your claim was submitted on 06/05/22 and was assigned to ********************* on 06/05/22. On 06/07/22 the technician submitted details pertaining to your system failure.It has been determined that the flipper assembly has a broken spring, causing ambient air to enter the unit, resulting in the door not being able to close properly, creating frost build up, causing a failure to the evaporator cover. These are not failures that occur under normal wear and tear conditions."It is difficult to understand how a broken door spring will cause a water leak in the evaporator assembly. I bought a spring & changed the spring on the door. The water still leaks. This clearly demonstrates that the evaporator assembly is defective & has nothing to do with the door spring.The case was assigned to ****************************. He sent me an email. I asked him to call me. He never called me to resolve the case.
Business Response
Date: 06/15/2022
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 June 5, 2022 you placed a claim (claim no.: *********) for your refrigerator stating that there was water leaking inside behind the pull-out pantry. CHW dispatched ********************* to your home. Based on the diagnosis received it was determined that the flipper assembly had a broken spring, causing ambient air to enter the unit, resulting in the door not being able to close properly, creating frost build up, causing a failure to the evaporator cover. These are not failures that occur under normal wear and tear conditions.
Please refer to your terms and conditions section E number 5 Excluded; CHW is not responsible for 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. In the event coverage is denied, and a You seek to have Us review that denial, We have the right to request routine maintenance records and/or home inspection reports in reviewing Our decision.
On June 8, 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.
On June 9, 2022 a CHW case manager sent you an e-mail to schedule an appointment to discuss your claim. On June 11, 2022 a CHW case manager attempted to contact you to no avail.
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: 06/15/2022

Complaint: 17429079

I am rejecting this response because:
The claim that ice build up was caused by open door is not true. I have replaced the spring on the door and there is water leak from the evaporator assembly. It is the water leak that has to be fixed by replacing the part. I have contacted oters and they have told me that the part has to be replaced to fix the problem.
I am not sure what is normal operation business is referring to. We use the refrigerator as any one else -- we use it store food. The business indicated in its response that, "...We have the right to request routine maintenance records and/or home inspection reports in reviewing Our decision" Does the business wants us to keep a maintenance contract for our refrigerator. If I do that, then what is Choice warranty is supposed to be doing since the maintenance contract will cover the repair. The above statement also refers to home inspection report. I have a home inspection report that was issued when we bought the house in 2020. Did Choice asked for it then? No. The appliance was working properly since we bought the house in July 2020.
By the way, *** never called me or send an email regarding the claim. *** sent me a link to his calendar that does not work. Please see >> http://news.choicehomewarranty.com/q/i39oKzUevd-ZjJ-GtIRPiNyf6wKd66pXZZcOJc2liYS5tb2hhbnR5QL0XHlhaG9vLmNvbcOIV2FycmFudHkgSW5mb3JtYXRpb25cQ2FzZSBNR1IgQ2FsZW5kbHnDiWNody1jbS1vMcOIKKjp7NCofaLIgdjWWDgmjiis6w.
This link displays, "Page not found."
I request that BBB take another look at this claim and reject the assertions made by the business.

Thanks.
******************

Regards,

***********************
Business Response
Date: 06/16/2022
Dear ***********************,
Per the technician water leak in refrigerator door not closing and need evaporator cover and flipper housing.
Please refer to your terms and conditions section E number 5 Excluded; CHW is not responsible for This Agreement does not cover routine maintenance or malfunction due to misuse, abuse, neglect, or physical damage.
On June 16, 2022 CHW attempted to contact you to no avail and a message was left. As a gesture of goodwill CHW is pleased to offer you $122.50 half our cost(s) for repairs. Should you choose to accept as resolution please contact us to discuss.
Thank you,
The CHW Team
Initial Complaint
Date:06/15/2022
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.
**** characters is likely not enough to get all this in but I'll try. Yet another company I wish I had checked here prior to patronizing. The * rating is well deserved. I have two separate issues that have yet to be adequately addressed. I first submitted a dryer issue on 5/15/22. To date there have been 3 visits, multiple parts ordered and I still dont have a working dryer. When i attempted to call for customer service I was greeted w/multiple apologies but no real answers as to why it was taking so long to get a resolution. The last tech stated that it couldn't be fixed, yet ************************* whom I spoke with yesterday showed no record of that interaction. I was placed on hold multiple times and ultimately nothing was done. Another tech was scheduled b/c ***** has to fix the problem (which they said they could not). I was finally left on hold and the call ended. No one called me back. Second issue is pertaining to a leaking water heater. This appeared to move faster, a replacement was suggested. However i was told that i would be charged $600 for modifications that wouldn't be covered in the repair. Modifications are apparently referenced in the fine print. When seeking clarity on the matter i was referred back to the tech doing the repairs, who had no information and referred me back to Choice. I reached out to the resolution team and an appt was set. When my appt came up yesterday I didn't receive a call (******************************* was the Case Manager). I called and left a message as well as reached out via email. No response to either inquiry. I'm left feeling that this company places all their efforts into sales, telling how they're better than other companies, but go to every extreme to avoid any sort of resolution that doesn't cost me additional time and money. As it stands, i've had to take off 3 days from work to acct for the 4 hour windows that are scheduled for service. With at least one more day needed to address the dryer issue. **************** has no answers
Business Response
Date: 06/15/2022
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 15, 2022, you placed a claim (#*********) for your dryer unit stating it was not working properly. CHW dispatched A & E *************** to your home to diagnose the failure. CHW authorized the technician for the repairs and parts were ordered.
On May 31, 2022, CHW was advised by the vendor that a second opinion was needed as he installed new parts but the heater was still not heating. The claim was reassigned to a different technician and a credit was issued for a free service call fee.
On June 3 *****, CHW received the diagnosis and authorized the technician to complete the repairs.
On June 13, 2022, CHW was advised that you had persisting issues with the unit as such, a recall was opened at your request and the service call fee was waived.
HM APPLIANCE has been assigned to your claim and an appointment has been scheduled for Thursday, June 16th, 2022 between the hours of 07:00 AM and 11:00 AM.
On June 11, 2022, you placed a claim (#*********) for your water heater stating it was leaking. CHW dispatched Odemz Plumbing to your home to diagnose the failure. CHW authorized the repairs for the supplied water heater however, there were non-covered charges associated with the claim due to the technician for modifications, upgrades and disposal. You declined the non-covered charges in order to proceed with the repairs.
Please advise should you wish to accept the non-covered charges in order to proceed with the repairs.
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: 06/15/2022

Complaint: 17428864

I am rejecting this response because:
These sort of canned responses and use of loopholes to prevent any sort of actual repairs are laughable. I can get you to respond to this but cant get the callback I requested to get an explanation of services rendered or items covered. Your customer service is a joke, and if they take there queues from you I understand why. I could do better cancelling my service, placing the money saved in an interest bearing acct and cover all repairs on my own. Advice that could be given to anyone seeking the services your company claims to provide. If the water heater is no longer working, the replacement should cover all parts needed to insure its working. We all could do w/a better explanation of covered vs not covered rather than cleverly worded out to get ppl to sign up and then deny access to the systems actually needed. The only thing that does work properly in your entire organization is the sales team, kudos to them. Extremely dissatisfied w/what you are pawning off as service.

Regards,

***********************
Business Response
Date: 06/16/2022
***********************,
On June 16, 2022, CHW spoke with you and explained the non-covered charges. You stated that you wanted to dispute the non-covered charges that were required to proceed with the repairs.

As a gesture of goodwill, CHW offered you $800.00 toward the non-covered charges and you stated you will call back.

Please advise should you wish to accept this goodwill 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
Customer Answer
Date: 06/21/2022

Complaint: 17428864

I am rejecting this response because: This entire process has been a farce. Having one single point of contact who is not easily accessible is a major flaw in your system. I was offered that sum only after telling the rep that I reached out to address the issue on my own. It may have worked if there were a customer service department that could actually get things done. The number of people I had to go thru, coupled with how long it took for a resolution forced me to pay the extreme cost of services from the lone vendor recommended by your team. I was gouged by the vendor and had no choice but to pay rather than be w/o a working system. The $600 I payed is far more than what was needed for any additional costs that should've been needed. Worst experience ever, a close second is my dryer issue, which required 4 separate tech visits only to determine it couldn't be fixed. Cancelling my service is a strong possibility here. As I'm incurring major costs that this service is supposed to lessen.

Regards,

***********************
Business Response
Date: 06/24/2022
***********************,
On June 24, 2022, CHW spoke with the vendor and confirmed that the repairs have been completed. The technician also stated he provided you an itemized breakdown of the non-covered charges due to him.
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:06/14/2022
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.
Around May 20th I filed a claim with Choice home warranty regarding my ** not working. About a day later, I received an email from them that they received my claim and will schedule a technician out. Two days later l get an email assigned to a vendor and an appt is scheduled for a technician to come out on May 30th. The day of my appt no one shows up, so I call the technician and leave a voicemail. I then call the Choice warranty and they said they could not get through to the tech so they would reassign me to a new vendor and get another appt setup. Later that evening I get an email regarding a new appt with a new vendor for the very next day in the morning. That next morning I get an email thats says my appt has been cancelled and my claim has been reassigned again. A few days later I receive another email with an appt with a new vendor called air force heating and cooling for June 3rd. That day comes and the tech showed up 3 hours late. After checking everything, he says your Ac unit needs to be replaced and your motor for your furnace is broken. He indicated in order to run the Ac unit, I would have to fix the furnace as well since the motor also makes the ** run. The tech processes the claim and Choice sends me an email a few days later stating that my claim had been approved. Choice said they would not cover my furnace as it is two separate devices and that I would have to file another claim for the furnace and that I cant because my warranty has now expired. I am so upset at this point because I dont understand why I would need to file another claim when the tech said both the furnace and the Ac work together. Days later, I get an email that my out of pocket costs is going to be $1550 and I am responsible to pay for some parts roughly around $383. I put my card on file to order the part and as the days pass I get an email again that says my appt with Air Force was cancelled and my claim has been reassigned . Almost 4 weeks and still no ** fixed or furnace.
Business Response
Date: 06/16/2022
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 21, 2022 you placed a claim (claim no.: *********) for your air conditioner stating that it was not working. CHW assigned ******** Sheet Metal however on May 30, 2022 you advised that the technician did not show for the scheduled appointment. CHW reassigned your claim to Comfort Daddy LLC ********* Heating & C. However,the technician did not have the availability to accept the work order.
On June 2, 2022 CHW spoke with you and offered the option to proceed with a technician of your choosing,you declined. CHW dispatched your claim back to our vendor network and assigned Airforce Heating and Cooling, LLC. On June 7, 2022 you spoke with CHW and requested an update regarding your claim. CHW advised that we were waiting for an update on the equipment order from the technician. You requested to open a claim for your heating system. CHW advised you that was not possible as your policy had already expired as of May 24, 2022. On June 8, 2022 you were approved for repairs for a condenser. There were non-covered charges in the amount of $1,550.00. You accepted the non-covered charges on June 10, 2022. However,on June 12, 2022 the technician advised that he was unable to move forward with the repairs.
CHW reassigned your claim to Hill *** Plumbing Heating and Air Conditioning and waived the service call fee. An appointment has been scheduled for today June 16, 2022. Should you have any concerns regarding your upcoming appointment please contact the technician directly at **************.
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:06/14/2022
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.
We have contacted Choice Home Warranty NUMEROUS times and theyve done nothing but lie to us. Weve been without a hot water heater for over a month now and without air conditioning for almost 2 weeks in 90 degree weather. Weve spent over $300 to stay in a hotel just to take showers and to get out of the 90 degree weather. Theyve promised and lied numerous times and I need something done! We pay our **** to them and they dont want to do their job. My wife is disabled and they know this also but refuse to do their work. They say theyre sending people out and no one shows. They put us on hold for extremely long periods of time. They told us to pay for it and they will reimbursed us, if they cant do their work how are we to believe that will ever get any reimbursement? We shouldnt have to seek out someone to do the work they are paid To do and have agreed to do. I really need help with this, I cant afford to mess with a company that doesnt care about their customers.
Business Response
Date: 06/15/2022
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 June 1, 2022,you placed a claim (#*********) for your water heater stating it was not working properly. CHW initially dispatched *************************** to your home to diagnose the failure. On June 13, 2022, CHW contacted you to advise the diagnosis was not yet submitted and technician was not responsive as such, the claim was reassigned.
On June 13, 2022,CHW spoke with you and as the claim was escalated into dispatch, offered you the option to utilize your own technician which you declined.
Although the delays are out of CHWs control, we do apologize and will continue to diligently search for the best technician in your area. Once a vendor accepts the work order, you will be notified.
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: 06/15/2022

Complaint: 17427877

I am rejecting this response because: This is the same thing they say every time you call them its a canned response. They are not trying any harder than they ever have before. We shouldnt go a month in 90 heat without air conditioning and over 10 days without hot water heater.

Regards,

*********************
Business Response
Date: 06/17/2022
Dear *********************,
The claim was escalated with dispatch and ******************* has been assigned to your claim and the appointment has been scheduled for Saturday, June 18th, 2022 between the hours of 11:00 AM and 03:00 PM.
We regret to hear your frustration and apologize for the delay, however, CHW was in full compliance with the terms of our policy.
Sincerely,
The CHW Team
Customer Answer
Date: 06/20/2022

Complaint: 17427877

I am rejecting this response because:

The policies and procedures followed by Choice are not satisfactory. Procedures should be in place in case of emergency or elderly persons health risk. They have none, just a canned response. It should not take 2 to five weeks to get service. Very un friendly customer policy.

Regards,

*********************
Initial Complaint
Date:06/14/2022
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.
We have had this a Choice policy for many years , and in occasion had to file a claim for small things. Approximately a week ago, we filed a claim for a leaking water heater. They sent a tech out to inspect and it was determined the water heater needed to be replaced.They informed us it was not covered and a section of policy that does not exist. We filed for a review of the claim and included a link to the exact policy from their web site were it clearly stated our water heater was fully covered. https://www.choicehomewarranty.com/user-agreement/Section c, sub sec 11. Ours is the main water heater, located in our garage, 50 gal. All of which fall under what is covered.We were then sent a form email to schedule a phone call, to which the only times were starting 10 days out.We have sent two emails to the "claim review" agent and have received no response.To us it seems clear they are just not wanting to pay and are making it as difficult as they can. This is a blatant fraud attempt on behalf of Choice and we will pursue legal action if needed.
Business Response
Date: 06/15/2022
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 June 6, 2022 you placed a claim (claim no.: *********) for your water heater stating that it was leaking water but you could not find the source. CHW dispatched J and K ****** Services LLC to your home. Based on the diagnosis received it was determined that the water heater was leaking from the tank and required replacement.
Please refer to your terms and conditions section D number 6 Excluded; CHW is not responsible for Main, holding or storage tanks.
On June 8, 2019 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.
On June 15, 2022 CHW spoke with you and offered $350.00 half our cost(s) for a new water heater as a gesture of goodwill. You have accepted as full and final resolution of the above referenced matter. Please allow up to 30 days for processing.
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:06/14/2022
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.
The date I sent the original claim to Choice Home Warranty was 05/17/2022. I paid altogether 925 which comes from first technicians coming out to inspect but this happening multiple times. Then it led to me paying for everything upfront(this is the parts and labor) even though they originally said they would pay for it all. But later decided once the cost was too expensive to completely fix my AC unit to deny my claim saying it was not natural wear and tear, but the issue is they fixed it wrong last summer. I do not understand how I pay the membership every month, and still can not get the service I deserve. It is hard to live comfortably with your child in a house without an AC unit in ***** heat. While waiting a month for repairs my daughter and I had to deal with 100 degree weather the whole month.
Business Response
Date: 06/15/2022
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 17, 2022, you placed a claim (#*********) for your air conditioner stating it was not cooling. CHW dispatched Godfather heating and air conditioning to your home to diagnose the failure. On May 24, 2022 and May 27, 2022, CHW advised you that a proof of repair was required in order to proceed with the claim.
On May 31, 2022 you provided CHW with the proof of repairs that were requested.
On June 2, 2022, authorized the technician for the repairs however,on June 8, 2022 the technician stated the parts that were ordered, were not in stock from the manufacturer. The manufacturer advised the parts requested are obsolete and no longer are in production. The technician further advised they do not service the equipment.
The claim was reassigned to Hope **** AC and Heating scheduled for June 9, 2022. CHW issued a free service call fee to your account as a gesture of goodwill.
On June 14, 2022, CHW spoke with the technician and requested itemized pricing to move the claim forward. CHW received pricing and authorized the repairs as such, the technician will contact you once the equipment is received.
On June 15, 2022, CHW tried reaching you to no avail and left a voicemail.
We regret to hear your frustration, however, CHW was in full compliance with the terms of our policy.
Sincerely,
The CHW Team

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