ComplaintsforChoice Home Warranty

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a repair request for my main AC not working a week ago. The person who was suppose to fix it no showed telling me he told them he was overbooked and was not able to accommodate us. They sent an email 3 days later saying they were trying to find another AC company but no one has contacted them for the job. Two days later they asked if I wanted to hire my own contractor and they would reimburse me in 30 days. I said no. Last year I wound up 700 dollars out of pocket to fix my other warrantied ac. Its in the high 90s here in **, my husband and I are in our 70s and we babysit for a 20 month old granddaughter. This is not acceptable. They need to repair as they so state in their contract..

  Business response

  06/24/2024

  Hi ***************,

   

  We have searched our system for your name, address, phone number, and email, and  you are not in our system.  You are most likely a customer of **********************, we are Consumer's Choice.  Can you please remove your review off of our page and place it onto their page.

   

  Thank you,

   

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

  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. 243459402). 

  Our records indicate that the customer placed their claim for service on June 15, 2024. 
  

  As per section B(2) of the User Agreement, "Upon request for service, We will initiate service within four (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 forty-eight (48) hours for a Service Provider to accept the request." 

  On June 17, CHW assigned the work order to Montell Heating & Air Conditioning with an appointment scheduled for June 18, however the technician was unable to keep the appointment due to scheduling conflicts. 

  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." 

  As such, CHW returned the claim to dispatch for reassignment. However, while in dispatch, the customer's policy became past due therefore the claim was closed due to the policies inactive status accordingly. 

  On June 24, the claim was reopened as the customer brought their account current. Although, that same day, the contacted us and requested that the claim be cancelled. 

  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:

  Order Issues

  Status:

  Answered

  More info

  I have a home warranty with choice home warranty. My air conditioner went out in May 2024. They scheduled an appointment two weeks out for repair. I explained that the temperature inside my home was above 95 degrees. They refused to expedite the services. I had to pay out of pocket in order to get my air conditioning fixed. It went out again on 06/19/24. I filed another claim, but again the appt has been set for over two weeks away. This is unacceptable in the Texas heat.

  Business response

  06/24/2024

  Hello,

   

  We are not Choice Home Warranty, we are Consumer's Choice.  Can you please remove your review off of our page and place it onto the correct page?

   

  Thank you,

   

   

  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. 240823092). 

  Our records indicate that the customer placed their claim for service on May 25, 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 May 26, CHW assigned the work order to ****************** with an appointment scheduled for June 6. However, on May 30, the customer corresponded with us stating, "The appointment date is too far away. I am without air and the temperature in my home is 90 degrees and climbing. I need someone to address this service asap." 

  It was explained to the customer that CHW is not an emergency service company and that appointments are provided based upon the technician's availability.  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..." 

  Nonetheless, CHW contacted the service provider and requested they provide them with an earlier appointment. However, due to scheduling conflicts, they were subsequently removed from the work order.  As such, CHW reassigned the claim to ******* Heating & Air who reported that there was no mechanical issue and that the thermostat required resetting. 

  Although, on June 28, a recall was placed to have the unit reinspected.  Upon reinspection, the technician reported, "Customer only has 1 return for both downstairs and upstairs and is located upstairs return size is too small...It only has a 16 by 25 filter upstairs for the whole house and damper may need to redone. It would be a modification of the unit." The technician also provided photos to confirm their findings.  

  As 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." 

  It was explained to the customer that the technician confirmed that there are no mechanical failures to the system and that the supply return is improperly sized which will require modification. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had choice home warranty for 6-8 years at $50-$80 a month. My AC unit went out. All I want them to cover is the labor for the replacement for the replacement compressor. They said they will not cover because its under warranty. The labor and coolant are not under warranty. Only the compressor. They said they wont cover anything if anything is under warranty. This makes no sense. If it was covered why would I need them? If anything I am saving them money by having the compressor covered. This is sneaky loophole mess and its not right at all. Most AC units have a 5-10 year warranty on compressors. After that most have to get a new complete unit so it sounds like they rarely ever have to cover this due to this scammy type of loophole that no one would suspect would be the case.

  Business response

  07/03/2024

  April V.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 235100252).
  
  On April 3, 2024, the customer placed a claim stating that the outdoor A/C unit was not coming on and CHW dispatched ************* Systems, LLC.Based on the diagnosis received, CHW authorized the technician to replace the single pole contactor and repairs were completed.
  
  However, after replacing the contactor it was determined that compressor failed and needs to be replaced. The compressor is covered under a manufacturers warranty. Labor and other costs for components covered under a manufacturers warranty are not covered in the user agreement. Please refer to section E(7) of the user agreement, We are not responsible for any repair, replacement,installation, or modification of any covered system or appliance arising from a manufacturer's recall or defect of said covered items, nor any covered item while still under an existing manufacturer's or distributor's warranty.
  
  On 4/19/24, a claim determination letter was sent to the customer with the option to appeal and he did. Although upon speaking with his Case Manager the denial was upheld as the user agreement does not cover any covered item while still under an existing manufacturer's or distributor's warranty.Therefore, the claim determination will stand.
  
  CHW requests this matter be closed.
  
  Thank you,
  ********************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a claim Choice Home Warranty on our washer being broken. It was down for about 2 months before we received resolution. This was after many unanswered phone calls (2 to 3 a week). Technician came out several times, without fixing. Finally was paid a buyout. Now we have a dishwasher claim. Same scenario, tech came again today, unable to repair. We cannot get anyone at Choice to answer our calls or return a call. When they do, this time we want to cancel the policy.

  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. 237268299). 

  Our most recent records indicate that CHW approved replacement on July 2, with a buyout in the amount of $246. 

  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 accepted the buyout and the ****** eGift card is currently processing, which may take up to *************************************************************************************************** directly via email at ********************************** All payments are subject to 30 days processing. 

  CHW requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  5/30/24 filed a claim for a repair on an air conditioner that is under warranty with Choice Home Warranty. Technician showed up 12 days later and told me that it needed to be replaced. I havent seen or heard from them since. They wont return my calls. I have messaged choice home warranty several times and they keep telling me that theyve working on it but its been over a month so I dont think they are going to do anything.

  Business response

  07/08/2024

  April V.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 241388439).
  
  Please also accept our apology for the delay in completing the customers claim. Please refer to section ***** 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.
  
  Our most recent records indicate that the customer elected to use a technician of his choosing and submit for claim reimbursement. As of today (7/8), a form was sent to the customer with instructions on how to move forward.
  
  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.
  
  Upon receipt of the technicians diagnosis a claim determination will be issued in accordance with the terms and conditions of the user agreement.
  
  Thank you,
  ********************
  

  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cxl my service agreement with them since the middle of May. They make it impossible to cancel the service because they only want to talk to "prospective buyers". I have called them several times, and I get nowhere. Any time that I did get a human to talk to, and I would tell the person I want to cxl my service, they would tell me, "okay" hold on and my call would get tratransferred to an automated system, where the only option is to leave a name and number, and they would call me back. The issue is, it's an automated phone dialer that returns the call and I have no idea how they do it, but without my phone actually ringing, I end up with a voice message that is kinda of mumbeled and a phone number is rattled off that you cant understand, so of course I can't call back. The other issue is the fact that the way they treat their customers is extremely rude. I have contacted my bank to stop any payments from comming out. Unfortunately, another one slipped through tge other day and I'm waiting to get that money returned to me. I don't owe Choice Home Warranty any money at this point and I am sick and tired of trying to talk to anyone there because they just transfer calls instead of actually helping a customer. I certainly hope you can do something about this because I have run out of patience and all I want to do is to get this company off my back. They are the worst company I have ever dealt with.

  Business response

  07/03/2024

  April V.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding the policy.
  
  On July 1, 2024, the monthly charge on the customers account was declined. Later that day, the customer requested to cancel the contract.  CHW has not received a cancellation request prior to July 1, 2024. CHW processed the cancellation. Since the customer is a monthly policy holder and the account was past due $46.50, there is no refund due.

  Furthermore, we have sent an expedited request to our ******************** to place the customers information on our do not call/do not email list. Please allow up to 30 business days for the information to process. If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ********************************** subject line Continued Solicitation BBB Complaint ID ********, so we may revisit the issue.
  
  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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company will not cancel this scam of a business they are running!! I am about to contact a lawyer over the matter. I want a full refund from the time we asked for the cancellation and the bogus service fee of $85.. this is ridiculous!!!!! I want it canceled ASAP and a refund from March, April, June and Now July, $285.00 stop taking money from our account you thieves!!!!

  Business response

  07/03/2024

  April V.,
  
  Please be advised that this is a duplicate matter regarding prior BBB complaint no.: ********. CHW responded to this matter on 7/2/24 and agreed to refund the customer the service call fee she paid in the amount of $85.00. Additionally, to refund the customer the full amount of $394.00. The customer will receive two separate checks. Payment is subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  ********************

  Customer response

  07/04/2024

  [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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive contacted choice home warranty regarding a leak with my ac. Its been leaking for Couple weeks now and the same thing that happened with them last time happened again. They said there was a technician coming to my house last Wednesday. I called ***** two days before and confirmed my address and phone number and they confirmed with me that someone would be out Wednesday between 8 and 5. I waited all day. Nobody showed up. I tried calling and never got an answer. The people at choice home warranty used the same nonsense line as last time, theyre sorry, theyre gonna resubmit the claim to their vendor network and nobody has come still. They have stolen my money at this point, claiming to give peace of mind and service for important systems when really they obviously are not able to fulfill their claims. Theyve not been able to fix a single thing for me. I tried emailing the people I have email addresses for And they just ignored my e-mails and never responded. At this time Im going to be looking for either someone to come fix this issue immediately or I want a refund of my money because theyve obviously lied about being a company worth trusting. They always said technicians were found within hours and they normally have someone out in 48 hours. Thats never happened and they certainly dont care about the water damage happening to my wood floor as a result of this leak. I am certain Im not the only person who has this problem because after my last issue with them I found out they have lied to other people as well. This company is a disgrace. They claim to offer services but there isnt a company that they work with who is reliable! Nobody shows up, nobody called me, they wont give me any real answers its always your claim its important to us blah blah blah. Im sick to my stomach that I ever got involved with this terrible company!

  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. 244205487). 

  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."

  CHW assigned the claim to ********** Services with an appointment scheduled for June 26, however the technician was unable to keep the appointment due to scheduling conflicts. 

  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..." 

  The claim was returned to dispatch for reassignment of the work order, however on July 1, the customer corresponded with us requesting the claim be closed. 

  With respect to the customer's request for a full refund, 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." 

  Nonetheless, as gesture of goodwill, CHW is pleased to offer the customer a full refund of the paid policy premium in the amount of $602.12 with policy cancellation.  Should the customer wish to accept as resolution to this matter, they may contact 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

  07/03/2024

  [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,
  
  Aspen Mecia

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted this company and have cancelled a policy that I no longer wanted nor used.They continue to attempt to charge when they have been notified to close this account.I do not want any affiliation with this company. I owe them absolutely nothing and at this time I am being harassed.

  Business response

  07/03/2024

  April V.,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. 317587100). 

  Our records indicate that the customer contacted us on March 15, 2024, to process a cancellation of their policy. As a gesture of goodwill and to retain the active policy, CHW offered a waiver of the past due balance and to lower the contractual service call fee to $75.  The customer stated that they will think about the offer and get back to us with their decision. 

  However, there was no further contact from the customer.  

  Nonetheless, CHW has processed a cancellation of the policy in addition to waiving the customer's past due balance in the amount of $394.24. 

  CHW requests this matter be closed. 

  Thank you,

  ************
  Consumer Advocate 

  Customer response

  07/03/2024

  [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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/11/24 date of transaction. Claim #: *********. I paid $75 service charge to AIR PRO MATERS FOR MY WATER HEATER LEAK.AIR PRO MATERS diagnosis- 1/2 Rec. Pump leaking needs to be replaced and also pipe modifications.CHOICE HOME WARRANTY reply - recirculating pump is physically broken will not cover recirculating pump nor pipe modifications only valve and labour.ME (client) - asked CHOICE what does "physically broken" mean?CHOICE replied - its physically broken so we are not covering it.I called and asked AIR PRO MASTERS what does "physically damaged" mean. They escalated it back to their homewarranty deparment to contact CHOICE HOME WARRANTY themselves to elaborate on the details found under " physically broken".CHOICE CASE MANAGER- ********************* says since I (the client) called AIR PRO MASTERS they calling CHOICE HOME WARRANTY back with this info. ****** says they had had a conversation and she said they said that the "PHYSICALLY BROKEN"was due to "WARE AND TEAR". ****** said since I called AIR PRO MASTERS myself to have them to elbaborate on the details of Physically Broken they will not consider the "EXTENSIVE CONVERSATION" THEY HAD WITH AIR PRO MASTER'S about the recirculating pump being PHYSICALLY BROKEN DUE TO WARE AND TARE. the information and details of diagnosis will not be considered and they will not go back on their (CHOICE) decision and have deemed this repair not covered.

  Business response

  07/03/2024

  April V.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding the water heater claim (claim no. 242758443).
  
  On June 10, 2024, the customer placed a claim, stating that the water heater was leaking and CHW dispatched Airpro Master. Based on the diagnosis received, it was determined that the valve was leaking and the recirculating pump was physically damaged. Per section A(2) of the user agreement, All systems (a)must become inoperative due to normal wear and tear. As such, the claim was partially covered.

  On June 11, 2024, CHW authorized the technician to complete the repair and there were non-covered charges due to the technician in the amount of $902.50. These charges include any modifications to the existing system and/or exclusions notated in the terms of service. Per section E(5), 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 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.

  Upon speaking with the Case Manager, the customer was advised that modifications are not covered.Furthermore, CHW advised that the pictures confirm that the circulating pump was physically damaged, which does not constitute normal wear and tear. As such, the claim remains partially covered. On June 13, 2024, the customer wished to proceed with the repair. CHW advised the technician to contact the customer to schedule a repair appointment. The customer may also contact the technician directly to schedule an appointment at her convenience.

  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

*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. ↩