ComplaintsforChoice Home Warranty

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Per my contract if something cannot be fixed it will be replaced. My oven broke in September 2023, they sent out several repair men and no one could fix it. The repair men told CHW the stove needs to be replaced. After 6 months without an oven I had to replace it myself. It cost $1,500.00 for the gas convection oven like my broken one. Then they offered me $330.00 on a Lowe’s e-card. I refused! Since then I have been writing reviews on Yelp, and other consumer sites to warn folks that they are not a reputable company. Since May 2, 2024 they have decided to harass me by calling my home every day, at least 2 times a day, even though I do not answer the call. They use the number ###-###-####. I have been keeping a record of all these calls and the times and dates. I have contacted the FTC just recently and filed a complaint with them also. This is Harassment and it’s illegal. They have been told to stop calling me and I also emailed the same message to: ****************************** but the harassment still continues. I have names, dates, times of all the repair people they sent and some were here twice and one man was here at least 4 times to fix the oven. You cannot buy an oven for what they offered, that is a slap in the face and ridiculous! They are a horrible company and I will continue to write horrible reviews about them for their behavior and harassment. If they want it to stop, they need to stop calling me and send me a check! Thank you for your time with this issue. P. Garapich

  Business response

  07/22/2024

  April V.,

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

  We have sent an expedited request to our Marketing Department to place the customer's information on our do not call/do not email list. 

  Our records indicate that CHW approved replacement with a buyout in the amount of $338. 

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

  The customer had the option of accepting the buyout with a Lowe's eGift card issued within 30 days or declining and awaiting assignment of a Case Manager for appeal handling. Although, to date, the customer has not accepted nor declined the offer. 

  Nonetheless, in goodwill, CHW is pleased to offer the customer a buyout increase from $338 to $669 as a final offer.  Should the customer wish to accept, they may contact me directly via email at [email protected]. Upon acceptance, a check will be mailed within 30 days. 

  Alternatively, should the customer wish to decline and continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in their contract.  

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

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer response

  07/24/2024

  
  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. This is to inform you I have accepted the offer made from Choice Home Warranty of $669.00.
  
  Regards,
  *** ********

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Choice Home Warranty was contacted about a needed repair May 6, 2024 of my Samsung Refrigerator. An initial assessment by a ***** contractor was performed and he informed me that the parts were all on back order and may not be available due to the appliance's age. Choice stated that the parts ARE available and that ***** Home Improvements will order them and have them delivered to the home. 2 of the 3 arrived in June. Communication through the website has been cut off on the My.****************** website. I am no longer able to send text messages. In order to communicate with Choice, I must now phone. The subsequent phone numbers I have been given to ***** lead to extended hold times >1 hour. I have verification of this via phone records. Choice states that they have the option of fixing the refrigerator. However, they cannot and will not give me a time frame for the repair. I have been without a working major appliance for going on 3 months now. I would like resolution. I have all the email documentation to support these claims stating that I need to be referred to *****, however, after the only time I was able to speak with *****, they referred me back to Choice, who then referred me back to ***** with a different phone number that led to an inability to speak with someone. No calls have been received by either party. ***** had set an appointment for July 5, 2024. I took time off of work to accommodate. I lost wages as a technician did not show up, nor did I receive any communication from Choice or *****. Then I received an email invoice stating at the very bottom that parts are not there. I have been with Choice Home Warranty since 11/2020 and have been paying for the service diligently since signing with them. They will not give me a set time frame for the repair. I would just like to have my appliance fixed or replaced as I am paying for the service. 3 months without a properly working refrigerator is unacceptable.

  Business response

  07/18/2024

   

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

  Our most recent records indicate that CHW has approved replacement with a buyout in the amount of $986.

  E(4) of the User Agreement, "We have the sole right to determine whether a covered system or appliance will be repaired or replaced (replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color). We reserve the right to offer cash 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."

  The customer has the option of accepting with a ****** eGift card issued within 30 days or the customer may decline, and a Case Manager will be assigned for appeal handling. Alternatively, should the customer wish to accept and receive a check in lieu of the ****** eGift card, they may contact me directly via email at ******@******************.***.  All payments are subject to 30 days processing. 

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer response

  07/18/2024

  [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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/15/24- claim submitted HVAC system failure-not cooling, tripping breaker. Claim #*********-Assigned Tech appt 6/19/24-Tech stated condenser needed to be replaced- CHW approved condenser & techs labor to replace. Advised us we had to pay for coil- unit is R-2 one cant be replaced w/out the other & tech did not report an issue w/coil. We went back & forth w/CHW who referred us to tech who gave us no info. After this BS we paid $596 for the coil & were told we had to pay $1425 labor to tech for install. Scheduled install date 7/3/24. No Show! Day lost of work. Tech said parts were not in. Many calls to CHW from 7/3 on & on 7/9/24 CHW stated tech did not pick up parts and they were sold- advised contact tech. Msg sent to tech- rec'd nasty responses, including" I am not obligated to answer the call from CHW, I will pick up when my schedule allows-get someone else if that is not good for you". Irate I called CHW- spoke to reps, case mgr, resolutions mgs etc- told me what I wanted to hear- gave #'s to call- no one answers- etc. On 7/10 case mgr closed this claim, opened new claim ***********started process over. CHW could not get a tech & offered me to get my own- my tech came-stated entire system is needing replacing-CHW is denying replacement- asking my tech to reduce his pricing, insisting on a Nitrogen test-which I will be charged for & not necessary. The system was already declared replaceable- why are they now trying to "repair" it. My tech found issues w/coil, video's taken & needs replacing. I should not have been charged. (still owed money back for the part). This is unacceptable. Unit is 19 years old- not working- approved for replacement &now because their tech was incompetent CHW does not want to reimburse me for having to pay out of pocket to replace it. CHW states if my tech does not provide them with requested tests I will not get reimbursed- I am violating contract! ABSOLUTELY WRONG- IT WAS APPROVED FOR REPLACEMENT. They do not want to pay!

  Business response

  07/17/2024

  April V.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claims (no.:* ********* ***********
  
  After further claim review, CHW has authorized the maximum system payout per the contract term in the amount of $3,000.00. Please refer to section E(1) of the user agreement, “Our maximum liability is $3,000 per 12-month period for each Covered Item for access, diagnosis, and repair or Replacement.” An e-mail regarding such was sent to the customer today, 7/17/24.
  
  Upon receipt of the paid repair invoice funds will be mailed to the customer in the form of a check. Please allow up to 30 days for processing.
  
  Regarding the customer’s concerns for the refund ($596.25) of the equipment she initially paid for (evaporator coil), these funds were issued back to the original method of payment on file as of 7/12/24.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.
  
  

  Customer response

  07/22/2024

  [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.  However, due to the past experience of miscommunication from Choice I would not like the case closed until I am in receipt of the refund promised, if possible. 
  
  Regards,
  ********* ********

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I fully purchased a contract with Choice Home Warranty (CHW) in 2023. I initiated a claim for repair of water heater not heating on 6/14/2924. The initial plumber recommended a new water heater. CHW requested a 2nd opinion, that advised replacing an element. They replaced the element but it did not heat the water. They stated they would return to recheck the heater, but decided against that and advised a new water heater was needed. CHW informed me of additional charges to remove the old heater and I consented. The replacement was scheduled for 6/28/2024 by **** ****. No one called or showed up. CHW rescheduled the appointment, and again no one showed up again. The plumber **** **** advised that the unit was not shipped to them. I followed up with CHW, spoke to multiple reps and given multiple excuses. I have received generic updates to my calls and emails, but no one has provided any substantive information. I am still waiting for CHW to repair or replace my water heater per our contract. Can someone please assist me with this matter?

  Business response

  07/15/2024

  April V.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding the water heater claim (claim no. *********).
  
  On June 14, 2024, the customer placed a claim stating that the water heater was not producing hot water. CHW dispatched *** ******** and ******** ******** to the home to diagnose the failure. The technician submitted the diagnosis; however, he did not provide a cause of failure. CHW reassigned the claim to **** **** and Plumbing for a second opinion and waived the service call fee. Based on the diagnosis received, it was determined that the thermostat and heating element had to be replaced. On June 19, 2024, CHW authorized the technician to complete the repair.
  
  On June 25, 2024, the customer informed CHW that the issue was not resolved. CHW scheduled a recall appointment and waived the service call fee. CHW approved the claim for replacement and the non-covered charges amounted to $300.00, which the customer initially declined. Upon speaking with the Case Manager, the customer was informed that the modifications are not covered. Per section E(6) of the user agreement, “We are not responsible for upgrades, modifications, components, parts, or equipment required due to the incompatibility of the existing equipment with the Replacement system or appliance or component or part thereof or with a new type of chemical or material utilized to run the Replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments.” On June 26, 2024, the customer accepted the non-covered charges. On June 28, 2024, CHW advised the technician that the equipment was ready for pick up. The equipment was scheduled to be delivered to the technician on July 5, 2024. On July 10, 2024, the technician confirmed that the installation had been completed. As such, the claim was marked closed.

  While we regret to hear of the customer’s frustrations, CHW has abided by the service contract terms and conditions and requests this matter be closed.
   
  Thank you,
  Sophia D.
  Consumer Advocate
  

  
  

  Customer response

  07/15/2024

  [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

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Claim 6/17/24 for A/C. Told it would be 2 hrs. 48 hrs later, *** was unable to secure a repair person & told I could hire my own tech & be reimbursed, email instructions in 20 min. 90 min later, no email. Hired my own tech. Rec'd message that tech was sched for 7/3, (2 weeks away). Called CHW & was told that last rep made mistake, and email with instructions for obtaining my own tech takes 24 hrs to come, then the tech must evaluate, send in diagnosis & wait for auth, so I wont be reimbursed since the repair was not auth. So a tech has to wait while CHW takes their time to decide on auth, while they are not an agent of CHW. 2nd claim filed on 6/27/24 for leak. Tech assigned on 6/27/24, appt 7/1/24. Tech came, spent 1 minute looking at leak, collected $78 serv fee & said needed approval, should be 2 hours. After 6 hrs, I called & was told that the tech needed to submit more info. Contacted the tech & was told that they submitted itemized report 2x. Tech submitted info again. Claim never approved.Choice Home Warrantys network of local technicians are professional, screened, and trusted. Theyre also licensed & insured, so you can feel comfortable knowing youll have experts repairing your home (per website).Yet, CHW overrides their professional assessment of necessary repairs, leaving the homeowner stuck,while they delay approval of repairs, claiming that the technician hasnt submitted all necessary information. Portal updates time stamp on latest message to current time, so customer cant track what they were told, when. Shady practice.Cancelled 7/2. Paid $1589.79 for 3 yr home/freezer coverage. Refund $1383.43, diff of $206.36 & less than what was told I would receive when I was finally able to cancel, after being hung up on 3x. CHW will not refund in full, despite having paid out $0 claims. CHW also refused to refund the $78 that I paid to their tech, and said that I needed to contact them.Tech refused, and said the refund should come from CHW.

  Business response

  07/10/2024

  April V.,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 243545856). 

  Our records indicate that the customer placed their claim for service on June 17, 2024, and listed the last time working date as January 16, 2024.  As term coverage commenced on April 1, 2024, CHW automatically denied claim coverage stating, "Please be advised you selected a non-covered reason/system or the issue predates the start of your policy. This claim has been closed. Please contact us if you have any questions." 

  The customer contacted us, and they were informed that the policy excludes coverage for pre-existing conditions. Nonetheless, CHW offered to bypass the system and placed the work order into dispatch for assignment. The customer was also informed that they may be provided with the option of the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation.  They were also informed that in the event that this option becomes available, they would be required to select the process via their account portal and specific instructions would be provided to ensure proper reimbursement steps are followed.  

  As per section B(2) of the User Agreement, "Upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, and appointment date and time upon acceptance of the request by a Service Provider. In some circumstances, it could take more than 48 hours for a Service Provider to accept the request." 

  However, as this option was never selected, on June 19, CHW assigned the claim to ********** Services with an appointment scheduled for July 3. As per section B(6) of the User Agreement, "We have the sole right to select the Service Provider. " 

  On June 20, the customer confirmed that the repairs were already completed. As per section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval." 

  Thereafter, the customer processed a cancellation of their policy and they were refunded in accordance with section H(2) of the User Agreement, "If You cancel at any time after the first 30 days from the Order Date: We will pay You a pro rata refund of the Agreement Fee paid for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of: A. $50, or B. such amount as is permitted by law." 

  Nonetheless, in goodwill, CHW is pleased to offer the customer a full refund of the paid policy premium in the amount of $1,470 as resolution to this matter.  The customer may confirm their acceptance by contacting me directly via email at *********************************.  

  While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.

  Thank you,

  ************
  Consumer Advocate 

  Customer response

  07/10/2024

  [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:
  

  The initial claim date of last functioning as ******* was an error, either on my part, or the listening end of CHW's automated system.  I live in **, I promise I was not using my air conditioner in *******.  l 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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home warranty policy roughly 6 months ago from Chooce Home warranty and needed to file a claim in April 2024 for a leaking dishwasher. They subcontracted ***** home repair for the repair. When ***** came out they ordered a replacement part but never came back to install the part. I contacted choice home warranty regarding the issue if not getting the part installed and they said it wasnt their problem and to work with *****. From there I rescheduled multiple repair appointments with ***** which were all cancelled due to them mistakenly creating a duplicate sales order that would not allow the appointment information to be properly recorded in their system, the repair guy called in sick, and then the repair truck broke down. When I called back to choice home warranty, they said they closed the claim because o didnt keep them updated after they told me it was not their problem, but *****. Now in order to fix my dishwasher, I need to pay another $75 service fee which I believe is totally unacceptable. I did everything choice told me to do when I originally called them about the issue getting the part installed and now they are charging me a duplicate service fee.

  Business response

  07/10/2024

  April V.,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 235041950). 

  Our records indicate that the customer placed their claim for service on April 2, 2024.  CHW dispatched A&E *************** to the customer's home to submit the diagnosis. Upon inspection, CHW approved replacement of the pump and sump assembly. 

  The repair appointment was scheduled for May 9; however, the technician was unable to keep the appointment due to scheduling conflicts. Therefore, CHW requested the technician provide the customer with a new appointment accordingly. 

  As per section E(12) of the User Agreement, "You agree that We are not liable for the negligence or other conduct of the Service Provider,
  nor are We an insurer of Service Providers performance. You also agree that We are not liable for damages caused by the Service Provider, including, but not limited to, consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages." 

  As per section E(13) of the User Agreement, "We are not liable for any failure to obtain timely service or delays in obtaining parts or
  equipment or for delays due to conditions beyond Our control, including, but not limited to, labor difficulties..." 

  There was no further contact from the customer until July 5.  The customer was then informed that the claim has since closed after 30 days of inactivity and that a new claim for service would be required. However, as a gesture of goodwill, CHW offered the customer a waiver of the policy premium for one (1) month, which they accepted. 

  The customer placed their subsequent claim for service on July 8, which was assigned to FNA Appliance Repair with an appointment scheduled for today, July 10. However, the customer requested the claim be closed due to their refusal to pay a duplicate service fee. 

  As per section B(4) of the User Agreement, "You will pay a Service Fee in the amount set forth in Your Coverage Details to the Service Provider for each service request You submit to Us." 

  Nonetheless, in goodwill, CHW is pleased to offer the customer reimbursement of the service fee in the amount of $75 as resolution to this matter.  The customer may confirm their acceptance by contacting me directly via email at *********************************.  All payments are subject to 30 days processing. 

  While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.

  Thank you,

  ************
  Consumer Advocate 

   

  Customer response

  07/10/2024

  [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

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying multiple times to contact Choice Home Warranty to resolve an issue with my air conditioner not working. The interactions began 7-3-24, and I cannot speak to a person to handle the concern. Everytime i have contacted them through their website, they have sent back a repsonse to apologize for the problems, asking me to call again to ************ and/or ************ since they state that they "do not typically make outbound calls". However, both numbers noted above only have an option to leave my call-back number!

  Business response

  07/09/2024

  April V.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding the air conditioning system claim (claim no. 245991978).
  
  On July 3, 2024, the customer placed a claim, stating that the air conditioning system was not running on and CHW assigned the claim to ******* Air for an appointment on July 12, 2024. On July 5, 2024, the customer requested CHW to reassign the claim for a sooner appointment. Per section B(2) of the user agreement, Upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, and appointment date and time upon acceptance of the request by a Service Provider. In some circumstances, it could take more than 48 hours for a Service Provider to accept the request. Later that day, the customer informed CHW that she hired her own technician to resolve the issue. Per section B(3), We will not reimburse for services performed without prior approval. As such, the claim was marked closed. The customer requested to cancel the service contract. On July 8, 2024, CHW processed the cancellation and refunded $1,195.83 back to the credit card used to purchase the service contract. 
  
  While we regret to hear of the customers frustrations, CHW has abided by the service contract terms and conditions and requests this matter be closed.
   
  Thank you,
  ****************
  Consumer Advocate
  
  

  Customer response

  07/10/2024

  [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

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was contacted by a representative from Choice home warranty informing me that the 2 properties I have coverage with will be expiring soon.I noticed that the company would only agree to fix small problems only like etc. microwaves and small appliance.when I would submit a claim for my home AC, dishwasher, and home heating it would get denied with a unclear explanation and once I tried to challenge the decision by talking to a complaint personnel he was very rude and argumentative.The end result was I had to pay an out of pocket cost to have the problem fixed.Just recently I placed a claim for my dishwasher not draining properly the end result was denied and the problem was the seals on the small motor had worn out over time and needed to be replaced this was on 7/1/2024.I just renewed for and additional 3 years and now I have changed my mind completely and just want a full refund. This company does not obligate to fix appliances name on the customer contracts.

  Business response

  07/03/2024

  April V.,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 245518446). 

  Our records indicate that the customer placed their claim for service on July 1, 2024. CHW dispatched ***** A/C to the customer's home to submit the diagnosis. Upon inspection, the technician reported that the unit has holes at both corners of the tub which resulted in water leaking into the motor causing it to fail. 

  Based upon this information, CHW denied claim coverage as the failure was not a result of normal wear and tear. As per section A(2) of the User Agreement, "During the coverage period, HWAs sole responsibility will be to arrange for a qualified service contractor (Service Provider) to repair or replace, at HWAs expense (up to the limits set forth below), the systems and components mentioned as Included in accordance with the terms and conditions of this contract so long as such systems and components: Become inoperative due to normal wear and tear." 

  The customer appealed claim outcome and a Case Manager was assigned today, July 3, for appeal handling.  The customer has the option of either contacting the Case Manager directly or they may schedule an appointment with the Case Manager via Calendly in order to complete the appeal process.  Nonetheless, CHW stands on the determination based upon the diagnosis and in accordance with the terms of the contract. 

  With respect to the customer's request, CHW is pleased to offer the customer a full refund of the renewal premium in the amount of $1,260. Should the customer wish to accept, they may contact me directly via email at *********************************.  

  While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to put in a claim on 6/14/2024 for my AC not working. They sent someone out 2 weeks later. The tech came out about 2pm and found the issue around 7pm. He was gone 2 hours in between that time. There has been no communication. All they do is send you the same automated emails. When you call to talk to someone, you are transferred to a number that asks for your phone number to be called back. No one has called back. The tech never returned to finish the job and it's been almost 3 weeks without air conditioning. We have had to purchase a window unit. They took a payment out on 7/1/2024, and I am still without air.

  Business response

  07/08/2024

  April V.,

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

  Our records indicate that the customer placed their claim for service on June 14, 2024. CHW dispatched ***** *********s to the customer's home to submit the diagnosis. Upon inspection, CHW approved replacement of the capacitor. However, the claim was returned to dispatch for reassignment as the technician refused to complete the repair. 
  

  As per section E(12) of the User Agreement, "You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider's performance." 

  Our most recent records indicate that the claim has been reassigned to *** ****** ** ***** ******** with an appointment scheduled for Wednesday, July 10, between the hours of 7-11AM.  As such, CHW will determine claim coverage upon receipt of their diagnosis accordingly.

  Thank you,

  Lori J.
  Consumer Advocate 

  Customer response

  07/08/2024

  [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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home warranty from Choice Home Warranty for the second year in a row. The first year I had no issues. This year our A/C went out on a Friday at 5 pm. I called to file a claim and was guided to the website for tracking. After a couple after hours calls, I was not confident this would be fixed/resolved in a timely manner, so I found an emergency afterhours repair company to come fix my unit. It cost me $550, I asked to be reimbursed, but they wanted the technician to go on there site and complete an online form. I didn't have that at the time of repair and it would've cost me more to have them come out or complete the online form. I have a receipt for the work done and was advised that Choice Home Warranty may be able to reimburse, but it wasn't guaranteed. I had to make an appointment for a callback from a claims representative, that was at least a week out. I scheduled the call for 7/2 at noon PT. I received two text confirming and reminding me of the call as well as one email. At 12:15 pm PT, I received an email stating I needed to reschedule as they tried to call and I didn't answer, but my phone never rang, no voicemail, just an email. The service is horrible, they took my money no problem, but now can't seem to help fix or refund my money. This company is horrible at communication. I just want others to know of my issues and I want a refund.

  Business response

  07/03/2024

  April V.,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no.  244348059). 

  Our records indicate that the customer placed their claim for service on June 21, 2024. 
  

  As per section B(2) of the User Agreement, "Upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, and appointment date and time upon acceptance of the request by a Service Provider. In some circumstances, it could take more than 48 hours for a Service Provider to accept the request." 

  On June 22, in lieu of awaiting scheduling, the customer elected to use the Claim Reimbursement Process which allowed them to select a technician of their choosing to submit the diagnosis for claim evaluation. Upon acceptance of this option, the customer was provided with the following instructions to ensure proper reimbursement steps are followed: 

  1. Reimbursement is only available for covered repairs.
  2. You are required to get authorization from CHW before commencement of any repairs.
  3. For heating and air conditioning claims photos will be requested. To avoid any delay in
  processing your claim, please ensure your Service Provider takes pictures of the name plate
  and the inside and outside unit
  4. Your technician MUST submit a complete diagnosis online at www.chwclaims.com.
  This department is only open during normal business hours. Failure to obtain authorization
  before repairs commence will cause a forfeit of your right to receive reimbursement from CHW.
  5. Your Service Fee will be deducted from the total reimbursement amount.
  6. Please allow 30 days to receive your check. 

  On June 24, in lieu of providing the diagnosis, the customer contacted us confirming that they elected to have unauthorized repairs completed.  

  As per section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval." 

  As per the Claim Reimbursement Process instructions, "You are required to get authorization from CHW before commencement of any repairs. Your technician MUST submit a complete diagnosis online at www.chwclaims.com. This department is only open during normal business hours. Failure to obtain authorization before repairs commence will cause a forfeit of your right to receive reimbursement from CHW." 

  As such, the customer's request for reimbursement was denied in accordance with the terms of the contract.  Thereafter, the customer processed a cancellation of their policy, and the cancellation fee was waived as a gesture of goodwill. 

  As per section H(2) of the User Agreement, "If You cancel at any time after the first 30 days from the Order Date: We will pay You a pro rata refund of the Agreement Fee paid for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of: A. $50, or B. such amount as is permitted by law." 

  No further action will be taken. 

  While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.

  Thank you,

  ************
  Consumer Advocate 

   

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