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

11,408 total complaints in the last 3 years.
3,177 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:07/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Choice Home Warranty (CHW) in 2020 for 6yrs warranty with $2400 prepaid. Recently (3 days ago, we found one of toilet water tank was cracked and contacted CHW for repair and/or replace. CHW told me the cracked toilet water tank ia not covered under the normal wear and tear.and refused to repair and /or replace. Why do I buy *** with such a large money if they do not honor a simple repair?
Business Response
Date: 07/10/2025
********* *.,
Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 292591264).
Our records indicate that the customer placed their claim for service on July 7, 2025, stating that the toilet tank is cracked. CHW dispatched High View ************************* who reported that the toilet tank is cracked all the way down and that the cause of failure was due to, "Unknown/ cracked. Not Normal wear and tear".
Based upon this information, CHW determined that the claim is non-covered in accordance with section A(2) of the User Agreement, "During the coverage period, Our sole responsibility will be to arrange for a qualified service contractor (Service Provider) to repair or replace, at Our 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 placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was not the result of normal wear.
No further action will be taken.
While we regret to hear of the customers frustrations, *** has abided by the contract terms and conditions and requests this matter be closed.
Thank you,
**** *.
Consumer Advocate
Customer Answer
Date: 07/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****
Initial Complaint
Date:07/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went through months of jumping through hoops, speaking to an apparent "Case Manager" only for them to say that my 15 year old furnace with a cracked heat exchanger isn't normal wear and tear. They originally sent out a fake HVAC inspector who showed up in his pajamas with no tools. How would he possibly inspect a furnace? Got a second opinion which stated cracked heat exchanger due to normal wear and tear, to which they immediately denied my claim. Absolute scam of a business. They've taken hundreds of my dollars just to deny every single thing.
Business Response
Date: 07/10/2025
********* *.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 282118775).

On April 25, 2025, the customer placed a claim stating the furnace was leaking gas and CHW scheduled ProCore Building Maintenance &Construction for 5/21/25. Based on the diagnosis received it was determined that that the gas line to the water heater and HVAC system were improperly installed, which caused a leak, and the need to replace the gas line. Please be advised that this is not a failure that occurs under normal wear and tear conditions.

Per section E(5) of the Service Contract, 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 5/22/25, a claim determination letter was sent to the customer with the option to appeal and she did. Upon speaking with her Case Manager, the customer indicated she did not agree with the technicians assessment and submitted a second opinion. The report indicated there was a crack in the heat exchanger but there was no cause of failure, just recommendation to replace the failed part. Therefore, the customer was advised the claim determination would stand. The same day she terminated coverage. Since she was a monthly policy holder and did not prepay for coverage,there was no refund due at cancellation.

Nevertheless, *** would like to offer the customer a full refund in the amount of $366.65 (5 x $53.33). Should the customer choose to accept as resolution to her complaint please have the customer email mcintron@******************************** are mailed in the form of a check and subject to 30 days processing.

CHW requests this matter be closed.

Thank you,
******** *.

Customer Answer
Date: 07/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* S
Initial Complaint
Date:07/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Claim Number:
*********
Claim Date:
06/28/2025 04:16 PM
Claim Status:
Completed
Appliance:
Air Conditioning
Last Working:
06/28/2025
Claim Issue:
Leaking Water
Additional Notes: *** ****** ******** ac is leaking water and not cooling.
Business Response
Date: 07/08/2025
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 28, 2025, stating that the unit is leaking water.
In accordance with 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."
Due to high service demands, the customer was offered the option of moving forward using the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation. However, this option was not selected, and the claim remained with dispatch accordingly.
On July 1, prior to dispatch, the customer confirmed that repairs were already completed, and it was explained that CHW does not provide reimbursement for unauthorized services in accordance with section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval."
No further action will be taken.
While we regret to hear of the customer’s frustrations, CHW
has abided by the contract terms and conditions and requests this matter be
closed.
Thank you,
Lori M.
Consumer Advocate
Customer Answer
Date: 07/08/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********
Initial Complaint
Date:07/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted Claim #********* under Policy #********* with Choice Home Warranty (CHW) on May 21, 2025, regarding a leaking HVAC system at my residence ***** ****** *** ******* **** CHW dispatched ***** Services, whose technician claimed the leak was caused by a non-functioning system. At the time, I was unaware that the system was failing, but the main reason for the service call was to address the active leak, not the cooling performance.

The system was later fully replaced by R&S Heating and Cooling. However, the leak persisted even after replacement, proving that *****'s diagnosis was incorrect. This delay allowed additional water damage to occur, impacting the second-floor bedroom ceiling, floors, and walls, as well as the kitchen ceiling on the first floor.

I uploaded photos, invoices, and a full written timeline into CHW’s online portal and followed up via multiple emails and a phone call with a representative named Jelyn on July 2. She stated the claim was being escalated to a “higher department.” Despite this assurance, no one has contacted me, and the claim appears to have been closed without my request or resolution.

Attempts to contact CHW through [email protected] and ********************************* have gone unanswered. Messages through the portal have also been ignored.

I am requesting reimbursement for the damage caused after the initial leak that ***** failed to repair, and accountability for the lack of communication and resolution despite multiple follow-ups.

While I have included invoices and estimates from Servpro to CHW, costs are still accumulating because of the most recent damages. Servpro is scheduled to be at my home this week; however, I wanted to speak with CHW in case they would like to take a different direction in the repairs to my home.

I am very disappointed and frustrated with the lack of communication and accountability from this company.
Business Response
Date: 07/08/2025

Choice Home Warranty (CHW) apologizes for any frustrations the
customer may be experiencing regarding their air conditioner claim (no.: ***********

Please be advised that we are unable to honor the customer’s
request to be reimbursed for damages. Please refer to the Service Contract
Sections E(13) and E(15):

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

(15) You hereby waive all rights to claim attorneys’ fees,
indirect, punitive, incidental, consequential, and/or multiplied or otherwise
increased damages, and any other damages, other than for actual out-of-pocket
expenses.

CHW requests this matter be closed.

Thank you,
Michelle C.
Customer Answer
Date: 07/11/2025

Complaint: ********

Dear Stephanie and BBB,

Thank you for the follow-up. I appreciate the opportunity to respond to Choice Home Warranty's most recent message.

I must again respectfully reject CHW’s request to consider this matter closed. While CHW continues to cite sections E(13) and E(15) of the service agreement, this position ignores the actual timeline and nature of events surrounding this claim.

Let me respond clearly and factually:

---

?? 1. The Leak Was Not Resolved by *****.

While CHW claims that the unit was simply leaking refrigerant and ***** “refilled” it, that does not reflect the complete picture. *****’s visit did not stop the leak. In fact, their misdiagnosis of the problem caused us to focus on seperate issues besides the leak, and allowed future leaks to continue. Had CHW's representative focused on the leak, he would had discovered a clogged and improperly positioned drain.

Recharging the refrigerant without addressing the real issue is not a repair—it’s a temporary measure. CHW's vendor failed to correct the source of the leak, and this misdiagnosis allowed water damage to continue inside my home.

---

?? 2. CHW’s Internal Delays Were the Root Cause of the Damage.

The most extensive property damage occurred only after the unit was finally repaired—because of CHW’s failure to promptly dispatch a qualified vendor. After replacing the evaporator coils, as ***** suggested, I experienced extended delays from CHW before a proper resolution was found outside of CHW's network. These delays and coordination failures are fully within CHW’s control—not the service provider’s—and are therefore not shielded by Sections E(13) and E(15).

---

?? 3. This Is About Accountability, Not Legal Loopholes.

I fully understand the legal language CHW has quoted, but I am not asking for speculative or excessive damages. I’m asking for reimbursement of actual out-of-pocket costs directly tied to CHW’s failure to act in a timely and competent manner. As I have stated in other communication to CHW, I'm not seeking reimbursement for damages that occurred prior to the first visit, only damages that occurred after.

I have submitted:

A timeline of delays

Photos of damage

Invoices from mitigation professionals

Documentation of CHW’s extended failure to provide adequate service

---

?? 4. I Remain Open to Resolution.

I have reached out to Brian T****** directly and am still open to speaking with Michelle C. or another CHW representative who can offer a fair and responsible resolution to this matter. However, I will not accept the dismissal of this claim based on generalized policy references that fail to address the specifics of this situation.

I respectfully ask the BBB to keep this case open as unresolved until CHW makes a sincere effort to address the damages caused by their lack of action—not just the actions of the service provider.

Thank you for your continued attention.

Sincerely,
****** *****
Business Response
Date: 07/14/2025

The customer stated the technician misdiagnosed the leak
which caused damage to the home. However, after the customer placed his claim
for the unit leaking, CHW dispatched ***** Heating and Air Conditioning wherein
he reported the unit low on refrigerant with his recommendation to add
refrigerant. CHW authorized these repairs (5/23) which were completed.

As opposed to placing a recall on the current claim (no.: **********
for additional failures, the customer placed a new claim for service via the
customer portal which was automatically dispatched. CHW secured ***** Heating
and Air Conditioning once again, wherein the claim was approved for new
evaporator coil(s).
As previously indicated, the Service Contract clearly states
that CHW is not liable for the Service Provider nor damages.

Please refer to Sections E(13) and E(15), “You agree that We
are not liable for the negligence or other conduct of the Service Provider, nor
are We an insurer of Service Provider’s performance. You also agree that We are
not liable for damages caused by the Service Provider, including, but not
limited to, consequential, incidental, indirect, secondary, or punitive
damages. You expressly waive the right to all such damages.” And “You hereby
waive all rights to claim attorneys’ fees, indirect, punitive, incidental,
consequential, and/or multiplied or otherwise increased damages, and any other
damages, other than for actual out-of-pocket expenses.”

There is no further action that CHW can take at this time.
We have complied in full with the terms and conditions of our contract. The
customer refuses to do the same. Since the customer wishes to escalate this
dispute, he needs to follow the procedure for Resolution of Disputes outlined
in his contract.

CHW requests this matter be closed.

Thank you,
Michelle C.
Initial Complaint
Date:07/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I,****** Warsaw,canceled my Home Warranty with them.I called them June 3rd 2025. I was told that I wasn't entitled to my refund of $74.95 because I pay monthly. I'm only entitled for a refund if I paid for the year and then they will prorated your refund.I don't feel that's right.
Business Response
Date: 07/08/2025
********* *.,
Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding cancellation of service contract no. 736290621.
Our records indicate that the customer terminated coverage on June 3, 2025, however they were not entitled to a refund as they were monthly contract holders and did not pre-pay for term coverage. In accordance with section H(2) of the User Agreement, "We will pay You a pro rata refund of the Agreement Fee paid for the unexpired term..."
No further action will be taken.
While we regret to hear of the customers frustrations, CHW has abided by the contract terms and conditions and requests this matter be closed.
Thank you,
**** *.
Consumer Advocate
Customer Answer
Date: 07/08/2025

Complaint: 23567442

I am rejecting this response because:
CHW is not a good home warranty company. I wasn't satisfied with the time you have to wait for them to get someone to service your appliances. Had to wait for almost a week for a technician to come out. I had a problem with a home issue and it took 3 to 4 days to get a technician to come out. I had a plumbing issue and they said it will be a couple of days. I called my other Home Warranty about the situation and they sent someone out the next day. I will not recommend CHW to anyone.

Regards,

****** Warsaw
Business Response
Date: 07/10/2025
********* *.,
We apologize that the customer is still dissatisfied. However, *** has no new information to provide at this time as we have addressed the customers concerns and were in compliance with the terms of the policy.
CHW requests this matter be closed.
Thank you,
**** *.
Consumer Advocate
Initial Complaint
Date:07/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid over $3,500 for 5 years of home warranty coverage. With that the company offered another 12 months free along with $75 deductible for service call.

I filled a claim 2 months after having the coverage when my ****** **** failed. I had a tech come out and adjusted the ride sensors. Soon after the ****** **** opener failed. I called back and could never get the tech to come back to diagnose or fix.

Choice home warranty, reassigned the claim to a new company which did come out and assess the unit for repair or replacement. Choice approved repair and technician came out 30 days later to put in the parts that I received from the manufacturer. At the time of the visit, the ****** opener worked One day later it stopped working. I waited over 30 days for choice to reassign this to multiple different contractors which none of them showedup or called me finally on July 3 I called choice home warranty resolution department and asked them to refund the amount I’m being quoted for a unit which was about $1100. They said that they would give me $450 or if they gave me the 1100 they would have to reduce my term from six years three years and raise my deductible for future repairs when I questioned the fact that the contract says they would reimburse up to $3000 per occurrence.They said this is a great option for me and the best that they could do. I canceled my contract and I am awaiting a refund at this point. This company failed to honor the contract that was written, causing me to pay $1100 myself to get the ****** **** repaired and replaced on 7/3/2025.

At this point, I’m expecting a full refund of the amount I paid since choice home warranty did not honor their contract nor offer a resolution that made any sense to the homeowner.

I feel that I got scammed from this company and the amount of hours and days and phone calls that I made for a simple repair or replacement was absolutely ridiculous as a consumer.
Business Response
Date: 07/07/2025

Choice Home Warranty (CHW)
apologizes for any frustrations the customer may have experienced regarding the ****** **** opener claim (claim no. *********).
Our records indicate that the customer placed their claim for service on April 3, 2025, stating that the **** is not working properly. CHW dispatched ***** **** *******, LLC to submit the diagnosis. However, as estimate to complete the repair was underneath the
amount in which required prior approval, the claim was automatically approved.
A diagnosis is not required in the event the estimate to repair is underneath
the pre-authorized limit.
Thereafter, a recall appointment was scheduled to have the issue reinspected. Upon reinspection, CHW authorized the cost of labor to install a new opener as the component was covered under the manufacturer's lifetime warranty. Per section E(7) of the User Agreement, "We are not responsible for any repair, Replacement, installation, or modification of: 1) any Covered Item arising from a manufacturer’s recall or defect of said Covered Items; or 2) any Covered Item while still under an existing manufacturer’s or distributor’s warranty."
Although, the service provider was subsequently removed from the work order dud to their refusal to complete the repair. As a result, CHW returned the claim to dispatch and assigned #1 ****** ****, LLC who was authorized to replace the motor and limit switch. Our records show the repair was completed and that a recall appointment was scheduled on June 3; however, the technician refused to return for reinspection.
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 subsequently reassigned to ******* ****** ****s; however, they were unable to keep the appointment due to scheduling conflicts. In lieu of awaiting rescheduling, the customer opted to move forward using the Claim Reimbursement Process which allowed them to select a technician of their choosing to submit the diagnosis for claim evaluation.
However, the contract was terminated prior to receiving the diagnosis and the customer was 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 partial refund in the amount of $3,525, which represents the paid premium in the amount of $3,550 minus service costs of $25. CHW has waived the cancellation fee in addition to waiving the pro-rated amount deducted from the refund. Should the customer wish to accept as resolution to this matter, they may email **********@******************.***.
Thank you,
Lori M.
Consumer Advocate

Customer Answer
Date: 07/07/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *******
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
6/27/25 we filed a claim for ************ which is covered in our contract (**********) with Choice Home Warranty. HVAC is a covered item and the account was paid in full May of 2024. 6/30/25 contacted Choice Home Warranty having not scheduled appoint for repair or replacement. Next 3 days no appointment scheduled due to inability of Choice Home Warranty to perform their duty per contract. As instructed by Choice Home Warranty we scheduled an appointment on our own and Choice Home Warranty would "manually assign" contractor, previously approved, to service our claim. Choice Home Warranty denied/rejected this contractor and said Choice Home Warranty would choose another contractor. Choice 'Home Warranty has recommended a "Reimbursement Option" process to us whereby we could make appointed, service unit, and send bill for reimbursement approximately 30 days later. This process clearly would void any such reimbursement from Choice Home Warranty because Choice Home Warranty requires prior approval before any service is performed or reimbursement is void. Choice Home Warranty deliberately tried to mislead us into a situation prohibiting our home warranty coverage. Also, Choice Home Warranty staff has repeatedly suggested they were "escalating" our claim to expedite obtaining an appointment for service under warranty coverage terms. It has been 6 days with no such evidence of any attempts to get an appointment, Choice Home Warranty is unable, or unwilling, to answer questions such as, "when has there been attempts to get an appointment? Who has been contacted? How many contractors have been contacted? etc. ************ has been completely and entirely incompetent, untrustworthy and not forthcoming. Holiday weekend is likely another 4 to 7 days without an appointment scheduled. My wife has health issues which are affected negatively in high heat conditions. We are both seniors and have explained all these factors to Choice Home Warranty to no avail. HELP!
Business Response
Date: 07/07/2025
********* *.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 291106099).

On June 27, 2025, the customer placed a claim stating that the air conditioner was making noise. *** dispatched the claim to our vendor network, but due to high demand, experienced delays. Please refer to section E(14) of the Service Contract, We are not liable for any failure to obtain timely service or delays...

As an alternative, CHW offered the customer our reimbursement option, but he declined.

Our most recent records indicate that an appointment is scheduled with ************************** for 7/9/25 between 11:00AM - 3:00PM EST. Notification was emailed to the customer today with the technicians contact information and appointment details.

CHW requests this matter be closed.

Thank you,
******** *.
Customer Answer
Date: 07/07/2025

Complaint: 23555646

I am rejecting this response because: *** claims to not be liable for the delays in our service claim. Let's be clear and upfront. We did not have a response of any kind from *** for several days. We contacted *** customer service staff and they repeatedly did several things. They claimed it was difficult to arrange an appointment at this time of year. They suggested if we could make an appointment and we could then inform ***. *** would be in contact with the contractor and *** would then be willing to accept this appointment by "manually assigning" this contractor to the warranty service. We were successful, very quickly, in scheduling an appointment with a contractor *** had previously used for a warranty claim in January of 2025. *** and we had conversations with the contractor and *** repeatedly stated they would "manually assign" this claim to the contractor so we could get ************* *** then denied this contractor and appointment without an explanation, only that they are not working with this contractor and no reason was given. We asked what specifically was being done by *** to schedule an appointment and was given no details. *** customer service staff was unwilling or unable to answer any questions about what was being done to schedule another appointment. *** has repeatedly offered the reimbursement option. In fact *** staff recommend we make an appointment with a contractor of our choice, have service performed and send a copy of the bill to *** for reimbursement. In fact, had we followed these recommendations *** would certainly deny any coverage because we would not have had preapproval from *** before service was commenced and/or completed. Further, on the *** customer portal which is the primary communication system between customer and ***, the most notable feature on the site is the bright red feature labeled cancel my claim. Every time we visit the portal that is the feature that stands out from all the others. After more than a week of escalation promised by *** staff to get an appointment, we began placing complaints on the *** website, Better Business Bureau and found previous disciplinary action against *** by the ***************************************** in 2014 for what we believe are similar actions. In the *** response above, they refer to a current scheduled appointment for 7/9/25 between 11 and 3. I spoke to this contractor and everything looked good to finally get ************ albeit nearly 2 weeks after filing a claim for service. Later in the same day *** sent an email saying the appointment had been reassigned. No, After contacting the contractor we learned the contractor reached out to other **** service companies in the area for their experience working with ***. The response was sufficient that the contractor canceled our appointment because they did not want to be involved with *** and the way they do business. Specifically difficulty getting *** to honor claims for a variety of reasons including, and I quote the contractor, "reasons having nothing to do with the failed part". The claim, as stated in the *** email, our appointment has been reassigned is false. At this time there is no new scheduled appointment and we are back where we started. No scheduled appointment. We contacted most ************ companies in our area and inquired if they would accept third party service orders from home warranty companies. Unanimously the response was no. One specific contractor stated *** tries to place service requests with their company regularly and the contractor is reluctant to accept because of the difficulty with the claim process of ***. Seems to us all things are directed back to ***. All things considered we reject ***'s response to our complaint. We continue to have no resolution to our service claim thru no fault of our own. This is unacceptable especially when it appears we are doing more to schedule an appointment than ***.

Regards,

**** *******
Business Response
Date: 07/10/2025
********* *.,

As of 7/8/25, CHW scheduled Polar Air and Mechanical for 7/9/25. Based on the diagnosis received, CHW authorized the technician to replace the blower motor.

As of today (7/10), the technician reported repairs were completed.

CHW requests this matter be closed.

Thank you,
******** *.
Customer Answer
Date: 07/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *******
Initial Complaint
Date:07/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company is a joke they will not allow you to speak to anyone to cancel they say someone will call you back and they never do all while continuing to take money from you. I canceled this service in May. They told me that I had canceled too late so that I would be charged in June here we are July and theyhave charged me once again. I tried to call to speak to someone and I keep getting hung up on or told that someone will call back which they never do. I have emailed called and even sent a message through the webpage. It is a joke. It is impossible to talk to someone and when you do hit another option and you tell them that you want to cancel they hang up on you stay far away from this company they pay for claims they do everything they possibly can to get out of paying your claim after youve paid your hundred dollars they find some sort of flaw as to-why the claim cant be paid out. most service companies dont wanna work with them because theyre no not to pay claims. Ive had this service for a few years now and out of the six claims I have called for they have only paid for one. I want my money back for that. They charge me for July and I want my service canceled effective immediately.
Business Response
Date: 07/03/2025
Stephanie W.,
Choice Home Warranty (CHW)
apologizes for any frustrations the customer may have experienced regarding cancellation of service contract no. 727250001.
Please be advised, CHW has not record of the customer requesting cancellation of the contract in May. Our records show that a chargeback dispute was received from the customer's bank on July 2, 2025, which resulted in cancellation of the contract. CHW also authorized a refund in the amount of $101.25 to account for July's paid premium which will be credited by the customer's bank accordingly.
CHW requests this matter be closed.
Thank you,
Lori M.
Consumer Advocate
Customer Answer
Date: 07/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
This response is a joke like your service. I have documentation of my cancellation. I’d have more proof if your company had some way to cancel via phone without being hung up on or promised a call back for your cancellation that will never happen. you have designed your company to make it impossible to cancel your service and your blatant lack of acknowledging this is laughable. You didn’t credit my account my bank did. Progress wasn’t made on your own account but due to me escalating the situation to my bank and cutting off your financial access is what finally got my account cancelled not Choice Home Warranties efforts.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23550140, I find that my bank has refunded my money not the company and due to me taking these steps my account has been cancelled. The company did nothing much like their service to resolve this matter. But as long as my account is closed I’m good.

Regards,

Renisha Brown
Initial Complaint
Date:07/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They charge you monthly for insurance, but when it comes to giving service they can't find technician and neither they reimburse for the service even if you get it done by yourself. After doing a bunch of paper work they just say the issue is not due to normal wear or you didn't follow the process. Worst service ever.
Business Response
Date: 07/03/2025
********* *.,
Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 290419957).
Our records indicate that the customer placed their claim for service on June 24, 2025, stating that the unit is not cooling properly. Due to high service demands, *** offered the option of the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation, which the customer accepted. They were also provided with the following instructions to ensure proper reimbursement steps are followed:
- Reimbursement is available only for covered repairs.
- You must obtain authorization from *** before beginning any repairs.
- For heating and air conditioning claims, photos will be required. Ensure your service provider takes pictures of the nameplate, as well as the inside and outside *****, to avoid any delay in processing your claim.
- Your technician must submit a complete diagnosis online at *****************. Note that the *** ************************* operates during regular business hours, and failure to obtain authorization before repairs start will result in forfeiting your right to reimbursement.
- After the work is completed, upload the receipt from your technician using the "Reimbursement" option in the ************** under "Upload ***************************** Fee will be deducted from the total reimbursement amount.
- Please allow 30 days to receive your check.
However, on July 1, CHW received the diagnosis confirming that the repair was already completed. The customer's technician also reconfirmed that that unauthorized repairs were completed stating, "Emergency call. Client called because there was no functioning AC system on the first floor. Client called at 6:44pm and requested same day service. Time of service between 8:30 pm to 10pm."
Based upon this information, CHW determined that the claim is non-covered in accordance with section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval."
The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered in accordance with the terms of the contract. No further action will be taken.
While we regret to hear of the customers frustrations, *** has abided by the contract terms and conditions and requests this matter be closed.
Thank you,
**** *.
Consumer Advocate
Customer Answer
Date: 07/03/2025

Complaint: 23548289

I am rejecting this response because:

The initial claim rejection response was
Dear ******* ***** ***** Gundala
Thank you for your recent claim submission. We understand how important it is to have claims processed in a timely manner and we appreciate your patience while we reviewed your request. After careful review, we regret to inform you that your claim is not covered.
Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the failure does not constitute normal wear and tear and/or is excluded from coverage in accordance with the terms and conditions of your contract. Please refer to your policy for specific details on coverage limitations and exclusions.
When I called them they gave me reason saying because I submitted claim after getting the repairs done.
If it was a major part change or anything out of usual I can understand about the prior approval, but this was a minor issue with only capacitor needing to be replaced. The technician has also charged a separate $100 for emergency services which Im ok if CHW doesnt pay but to deny the claim completely because of this reason I only finding a way to not cover any part of the claim.
Moreover they have such big process for the technician to follow prior to doing service that no technician even agreed to do it and wait until someone approves and do the job.
Being strict about this process and making it a policy to make it difficult for customers get service and get any benefit out of the insurance seems to be the real intent behind. Otherwise as a company you could look at the kind of service made and the problem being genuine or not. I feel if not this some other reason will be found to deny the claim.

Regards,

******* ***** ***** Gundala
Business Response
Date: 07/10/2025
********* *.,

CHW is sorry to hear of the customers continued frustrations;however, unauthorized repairs are not subject to reimbursement in accordance with section B(3) of the User Agreement.

Moreover, the Claim Reimbursement Process instructions state, You must obtain authorization from CHW before beginning any repairsfailure to obtain authorization before repairs start will result in forfeiting your right to reimbursement.

There is no further action CHW will take.

Since the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.

This matter should be closed.
Thank you,
**** *.
Consumer Advocate
Initial Complaint
Date:07/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Trying to get a hold of choice warranty to cancel my service but all I'm getting is a recorded message I give them a call back number and they don't say anything. But they're trying to take my payment out of the credit card that they have on file and I want this to stop immediately.
Business Response
Date: 07/03/2025
Stephanie W.,
Choice Home Warranty (CHW)
apologizes for any frustrations the customer may have experienced regarding cancellation of service contact no. 153807124.
As per the customer's request, CHW has terminated coverage with waiver of the past due balance in the amount of $105.57.
CHW requests this matter be closed.
Thank you,
Lori M.
Consumer Advocate
Customer Answer
Date: 07/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23547391, and find that this resolution is satisfactory to me.

Regards,

Gil Walker

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