Complaints

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

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  Choice Home Warranty

  90 Washington Valley Rd Bedminster, NJ 07921-2118

• 

  Choice Home Warranty

  2147 State Route 27 Fl 4 Edison, NJ 08817-3365

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:07/02/2025

  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

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service 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.

  Im extremely disappointed with my experience with Choice Home Warranty. Despite not renewing my contract, they continued charging me for months without authorization. When I noticed the charges and called to cancel, I was met with unprofessionalism and evasive tactics.On my first call, I was briefly asked if I was renewing and then transferred to another call center where I was prompted to leave my number for a callback no cancellation confirmation was given.On my second attempt, I clearly stated that my sole purpose was to cancel my coverage and receive written confirmation. Instead, the representative began asking irrelevant questions about my internet service and home devices. When I declined to answer, he refused to cancel my account, saying he could do it with a click but wouldnt unless I responded to his sales pitches. He continued to mock me and ultimately transferred my call again, which went unanswered.This experience was appalling high-pressure sales tactics, refusal to cancel without upselling, and blatant disregard for customer consent. When its time to renew, theyre quick to call nonstop, but when you want to cancel, youre met with endless runarounds.I do not recommend this company to anyone. Their customer service is the worst Ive encountered, and their business practices are deeply concerning. Call was made 7/1/2025

  Business Response

  Date: 07/02/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: 300462472).
  
  Please refer to section G(2) of the Service Contract, Unless you cancel this agreement, you will automatically be renewed to a monthly plan at the end of your agreement term at your current coverage level. For fixed term plans, we will notify you, in writing, at least 30 days (or such other time period required by law) prior to the end of your agreement term with the rate and terms for the automatic renewal.
  
  Our most recent records indicate that as of today (7/2), a Retention Representative contacted the customer to no avail and left a voice message. The policy was cancelled per her request, and she will receive a full refund of the auto renewal in the amount of $211.32. Email confirmation regarding cancellation was also sent. Payment is subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 07/06/2025

  [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:07/01/2025

  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 a claim to Choice Home Warranty on June 9, 2025, and as of today, nearly a month later, they have failed to assign a vendor or provide any resolution. I have followed up multiple times, and each time I am told the issue has been escalated and that they are working on it. However, there has been no meaningful progress, no technician assigned, and no repair completed.This lack of service is unacceptable. Choice Home Warranty is being paid to provide a serviceto connect customers with repair vendors and ensure timely repairsbut they are failing to uphold that responsibility. The complaint has now been escalated for over two weeks, yet nothing has ********** is clear at this point that Choice Home Warranty is not honoring their commitment to customers. Their inaction and delay are both unprofessional and unethical.

  Business Response

  Date: 07/02/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their garage door opener claim (no.:288131005).
  
  On June 9, 2025, the customer placed a claim stating that the garage door opener and pin pad were not working. *** dispatched the claim to our vendor network, but we are experiencing delays. Please refer to section E(13) of the Service Contract, We are not liable for any failure to obtain timely service
  
  As of today (7/2), CHW emailed the customer and proposed the following options:
  
       1. Reimbursement in the amount of $405.00 towards repairs contingent upon receipt of a paid repair invoice. This represents the cost for a new garage door opener with labor. Meaning the customer can elect a technician of her choosing to repair the garage door opener and                 submit the invoice for reimbursement of the offer stated above. or
       2. Cancellation with a full refund in the amount of $540.00. Funds are mailed in the form of a check and subject to 30 days processing.
  
  CHW is pending a response from the customer at this time.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:07/01/2025

  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.

  Choice has taken our monthly fees and denied every claim! Their customer service is subpar. They dont answer calls. We have paid 4 professionals to come here via Choice. The first incident was a ceiling fan in my babies room that wouldnt turn off. The first tech said it could be fixed. Choice delayed the repairs long enough to tell us theyd have to send another professional because it had been too long. The second guy looked at the same fan and said it needed to be replaced. Choice denied the claim while the guy was still here! What is the purpose of a warranty with Choice when they have no intentions of repairing or replacing anything???Today we had a guy to come look at our garage door. There was too much slack in the chain. The guy came and looked at it. Entered the info into the Choice system and immediately, while he was still in the garage, the claim was denied! These people are scammers who have not repaired or replaced anything! I want all of my money back for monthly payments as well as the money we have paid each professional. The contractors who work for them agree that they TURN DOWN MOST CLAIMS!

  Business Response

  Date: 07/02/2025

  ********* *.,

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the ceiling fans claim (claim no. 274997177), and the garage door opener claim (claim no. 290540032). 

  Our records indicate that the ceiling fans claim was placed on February 24, 2025.  CHW assigned the claim to ************, however the customer requested the technician be removed from the work order.  As a result, CHW reassigned the claim to DLC Construction, however they were unable to keep the appointment due to scheduling conflicts.

  Thereafter, CHW dispatched **************************** who reported that the pull chains are broken and stuck in the on-position.  Based upon this information, *** issued the claim determination stating, "...it has been determined that the pull chains are broken. The fans must now be replaced. Conditions or failures caused by physical damage are not normal wear and tear. Please refer to section A2 of your policy. Your policy has the following exclusion; all systems must become inoperative due to normal wear and tear." 

  The customer placed an appeal prompting assignment of a Case Manager, and in goodwill, CHW offered to apply $85 towards the repair cost, which the customer declined. 

  In regard to the garage door opener claim, our records show that the claim was placed on June 24, 2025, stating that the chain has come off the track puller and the door will not open or close. *** dispatched TNT Garage Doors who reported that the pulley at the front rail requires replacement.  Based upon this information, CHW determined that the claim is non-covered due to the exclusion set forth in section C(9) of the User Agreement which excludes coverage for "doors and door track assemblies".  

  In lieu of placing an appeal, on July 1, the customer requested the contact be cancelled, and as a goodwill gesture and to retain the active coverage, *** offered to provide reimbursement in the amount of $150 towards repairs of the ceiling fans, which the customer declined. 

  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: 07/02/2025

  
  Complaint: 23542450
  
  I am rejecting this response because:
  
  They are not telling the truth. Their leaders need to listen to the calls.

  After 10 calls to Choice yesterday they finally called me back. I requested a full refund because they have not repaired/replaced the majority of the items I called about. They only flipped a switch on my icemaker and charged me $100. nothing else has been attended to per our contractual agreement in a year's time.

  Yesterday I told them I was cancelling the service. They offered me 2 months free to stay. I declined. Their service is deplorable and their customer service is worse. They offered to pay me $150 for the ceiling fan incident alone. I told her I don't want it because I'm not staying with them. She advised that it takes ***** days to receive the check and she pretended that she cared if I had a home warranty during that time and offered me 2 months. When I finally said ok, she put me on hold for 10 minutes and came back and said she could not give me the $150 but could give me $70 if I stayed. I told her I am not staying and SHE HUNG UP ON ME! 

  This company has no integrity and the many negative reviews and complaints online on Reddit, BBB, and ****** all say the same thing. I am also reporting other entities for fraud. 
  
  Regards,
  
  Dr. ***** ******** *******

  Business Response

  Date: 07/10/2025

  ********* *.,
  
  CHW is sorry to hear of the customers continued frustrations;however, they were not entitled to a refund upon cancellation as they were monthly contract holders and did not prepay 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
  
  Nonetheless, in goodwill, CHW is pleased to offer the customer a partial refund in the amount of $384.80, which represents the total paid premiums in the amount of $651, minus service costs of $266.20.  Should the customer wish to accept as resolution to this matter, they may email ***************************************************************. 
  
  Alternatively, should the customer wish to decline and continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.
  
  CHW requests this matter be closed.  

  Thank you,

  **** *.
  Consumer Advocate
  

  Customer Answer

  Date: 07/10/2025

  
  Complaint: 23542450
  
  I am rejecting this response because the purpose of a Home Warranty Plan is to repair or replace. The ceiling fans were purchased in 2016 new. This qualifies as normal wear and tear and Choice Home Warranty keeps making excuses. Their services are deplorable and their name is all over social media and ****** for doing the same things to others. I have already moved my services to another company. I should never have trusted Choice Home Warranty. They are thieves and liars. 
  
  
  
  Regards,
  
  Dr. ***** ******** *******

• Initial Complaint

  Date:07/01/2025

  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 used to be a subscriber to Choice Home Warranty as we bought a condo in ****************** and it seemed to come with the property. Since I stopped subscribing I have gotten daily multiple telephone calls from them (which luckily has just stopped), but continue to get daily multiple emails even though I think I have called over 10 times, including talking to the Grievance ******* of today it still has not stopped. Another call today that I made to their number they you just posted ************, said, again, they will take care of it. I do not have any faith they will so that is why I had to write this complaint.

  Business Response

  Date: 07/01/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations ********** may be experiencing regarding her policy (no.: 723723471).
  
  Our most recent records indicate that as of today (7/1), ********** spoke with a Consumer Advocate with the Office of the President. As a result, we sent a request to our ******************** to place Ms. ******** information on our do not call/do not email list. Please allow up to 30 days for the information to process.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *.

  Business Response

  Date: 07/01/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations ********** may be experiencing regarding her policy (no.: 723723471).
  
  Our most recent records indicate that as of today (7/1), ********** spoke with a Consumer Advocate with the Office of the President. As a result, we sent a request to our ******************** to place Ms. ******** information on our do not call/do not email list. Please allow up to 30 days for the information to process.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *.

  Customer Answer

  Date: 07/01/2025

  
  Complaint: 23541735
  
  I am rejecting this response because:
  
  I want to wait to see if they stop sending the emails before I close the complaint.

  I got two emails from them just today which is outrageous. 
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:07/01/2025

  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 filed a claim on my refrigerator failure to cool on June 7th. On June 13th the technician came and diagnosed my fridge. The main diagnosis was a lower control board failure causing it not to cool properly and his recommendation was a fridge replacement and that I should hear back from the warranty company shortly. On June 23 I still haven't heard back and noticed that the warranty company had marked my claim complete. After making around 25 phone calls to try to get a hold of somebody and getting hung up on multiple times transferred to places that can't help me I finally was able to get a hold of someone who was able to reopen the case. They claimed that the technician never submitted his findings. I reached out to the technician he claimed that was a lie that he submitted them the same day that he was at the call. The company then tried to reassign to a different technician and threw another 25 phone calls trying to get a hold of somebody I was finally able to get them in contact with the technician to get his findings. The company denied my claim stating that someone had tampered with the switch and that a faulty door seal would be the reason for failure. Both these are false and they completely left out the fact that the lower control board was the cause of the issue. I have all these phone calls recorded both with choice home warranty and the technician from ********. The company is intentionally leaving out portions of the report so that they can deny the claim. I've been left without a refrigerator that works properly since June 7th. no one has asked them to repair door seal that is not damaged. They're being asked to replace the control board or the refrigerator whatever is needed. They are refusing to do so as they have done to multiple other customers reflecting back to the attorney general of Arizona suing them for this exact thing. I just want to working fridge from the company I pay $87 a month to make sure it continues to work.

  Business Response

  Date: 07/01/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 287880808).
  
  On June 7, 2025, the customer placed a claim stating that the refrigerator was not cooling or freezing. In addition, the alarm was going off. *** scheduled ************* for 6/13/25. Please accept our apology as we did not receive the diagnosis until 6/27/25.
  
  Based on the diagnosis received it was determined that the refrigerator door gasket was physically damaged/torn and the door switches were tampered with allowing ambient air into the unit which require further service.This is not considered normal wear and tear and would not occur under normal operating conditions. Please refer to section A(2) of the ***************************** must become inoperative due to normal wear and tear.
  
  On 6/27/25, a claim determination letter was sent to the customer with the option to appeal and he did. On 6/30/25, a Case Manager was assigned (****** *. - **************************************** x3353). The customer may contact his Case Manager directly or schedule a claims discussion via the calendly link that he received to address his concerns.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:06/30/2025

  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.

  We had Choice Home Warranty for well over a year since the purchase of our home. *NOTICE HOW I STATED, NO LONGER HAVE THIS HORRIBLE COMPANIES SERVICES* Each time we would try and place a service call we would be told that it would get denied by the Choice ***** this was even before a claim was placed. We tried twice on our own to place the claim for two separate appliance issues and were told or discouraged to place the claim. We then were reminded at all the wonderful things Choice covers and how their services are needed! Yet we were always talked down to placing the claims. What a waste of $64.61 a month for services we felt we couldnt use. Then we call June 28th to cancel the policy, only to be told we need to speak to a resolutions manager. ***** called us back and was very apologetic wanting to resolve the situation. He wanted us to give them one more chance and had stated that he would like to place the ticket and waive our premium for the call, then stated that he wanted to do one better and waive next months billing Fee. I had the phone on speaker phone with my wife next to me who heard the conversation as well. We gave this company one last chance only to find out what we always knew, they love their Deceptive Practices, Choice loves to walk the walk and give lip service but never talk the talk. Once ***** had placed the new claim, Choice was asking us for $100 dollars. I then called back and spoke with another manager stating what my wife and I were told. We were called liars and when we asked to cancel our claim had to ask multiple times only to get continuously talked over and interrupted. This organization is very unprofessional and rude! My last request was to ask for at least a months refund for all the headache Choice has given us! The supervisor who kept cutting me off when I wanted to cancel finally cancelled the policy and ended the call stating have fun not getting your refund! I will never use them again and will advise others to do the same!

  Business Response

  Date: 07/01/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: 891944810).
  
  As of 6/30/25, the customer terminated coverage. Since the customer 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 refund in the amount of $183.97 (2 x $64.61; 1 x $54.75). Should the customer choose to accept as resolution to his complaint please have the customer email mcintron@********************************** is subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *.
  

• Initial Complaint

  Date:06/30/2025

  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.

  On more than 3 occasions Choice home warranty refused to pay for a failing problem they say that that particular item is nut covered.1) garage door opener system the spring is not covered even do it's part of the whole system. that cost me over ****** dollars.2) stuffed up toilet, their service man could not resolve the problem. I got my own plumber and it was resolved in about ************************ ****** dollars.3) one other toilet was starting to get loose, their plumber said that part is not covered because the floor tile was uneven. That cost me ****** dollars.4) the latest is my air conditioning unit,they could not get a service person out to me,than they gave me the option to go with a reimbursement process, I agreed.I got my own service man, found the problem and was going to fix it.Choice home warranty wanted my repair person to take many pictures of the bed part plus get authorization before any work would be ******* service *** said to me that his company does not want anything to do with Choice home warranty they are horrible to deal with.I went ahead and got it fixed if i didn't the compressor and the fan would've burned out.I called them and informed me that i would not get reimbursed because they assigned a service man to come out on july the 7th. i told them i could not wait that long.they did not care, whether i had air conditioning or not. That cost me ****** again ***********, my a/c company, they do not want to deal with them at all they take advantage of people especially elderly's Thank you so much ****** *******, I'm 85 years old. Why pay these people if they don't pay for a lot of repairs. THEY SHOULD NOT GET AWAY WITH THIS I have not been able to sleep, worrying about this they have no heart they should be a shamed. Again Thank you.

  Business Response

  Date: 07/01/2025

  ********* *.,

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the garage door opener claim (claim no. 225593351), the plumbing stoppage claim (claim no. 274884935), the plumbing system claim (claim no. 285481034), and the air conditioning claim (claim no. 290449426). 

  The garage door opener claim was placed on January 2, 2025, stating that the opener does not work. *** dispatched Diamond Garage Doors & Openers to submit the diagnosis. Based upon their findings, CHW authorized replacement of the springs and informed the customer of non-covered charges in the amount of $595 to account for the cost upgrading and modifying the system. 

  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." 

  The plumbing system claim was placed on February 22, 2025, stating that the toilet is not draining properly. *** dispatched Simrel Plumbing who reported, "Attempted to snake the toilet but was unsuccessful. A service provider is needed with camera capabilities." Based upon this information, *** determined that the claim is non-covered as the stoppage is inaccessible.  In accordance withs section C(13) of the User Agreement, CHW excludes coverage for, "Costs to locate or access cleanouts not found or inaccessible, or to install cleanouts." 

  As a gesture of goodwill, CHW offered reimbursement in the amount of $100 upon receipt of a paid repair invoice, which the customer accepted.  The invoice was submitted on March 12; however, the payment did not process due to system error.  Nonetheless, CHW has reprocessed the payment, and a check will be mailed to the following mailing address within 30 days: ****** *******, ***************************************  The customer may email ************************************* should they wish to provide an alternate mailing address.  

  The plumbing stoppage claim was placed on May 21, 2025, stating that the toilet is leaking. *** dispatched Honesty Mechanical who reported that the toilet is leaking from the ****** with recommendation of replacing the wax ring, which *** approved. Thereafter, the technician updated the work order stating that the toilet ****** requires replacement due to the tile being unlevel.  Based upon this information, CHW determined that the additional issue is non-covered as the failure was not the result of normal wear and tear in accordance with section A(2) of the **************************** (a) must become inoperative due to normal wear and tear." 

  The customer placed an appeal, and it was determined that the claim would remain non-covered as the failure was the result of an uneven floor/tiling.  

  Lastly, the air conditioning claim was placed on June 24, 2025, stating that the unit is making a noise.  Due to high service demands, CHW 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, the customer accepted.  However, on June 26, the customer contacted *** stating that their technician will not submit the diagnosis and requested the claim be returned to dispatch for assignment.  

  The following day, June 27, CHW assigned the work order to Union HVAC with an appointment scheduled for July 7, however, on June 28, the customer contacted *** and requested the claim closure.  Please be advised, *** 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 customers frustrations, CHW has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  **** *.
  Consumer Advocate

• Initial Complaint

  Date:06/30/2025

  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.

  Filed claim for air conditioner repair 7 days ago and still cannot get company to assign claim or respond back Have called multiple times with no results In breach of contract which states 48 hrs for claim to be assigned

  Business Response

  Date: 07/03/2025

  Stephanie W.,

  Choice Home Warranty (CHW)
  apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 290255143). 

  Our records indicate that the customer placed their claim for service on June 23, 2025, stating that the unit is not cooling properly. 

  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." 

  Due to high service demands, CHW 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 they declined. As such, the claim was escalated with the dispatch department in order to locate an available service provider to service the work order as soon as possible. 

  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..." 

  As a gesture of goodwill and in lieu of awaiting scheduling, CHW is pleased to offer the customer a full refund in the amount of $728 with cancellation.  Should the customer wish to accept as resolution to this matter, they may email [email protected].  

  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 23539701, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Cecilia Lumpkin

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service 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 5 year $2000 policy from Choice Home Warranty. My AC unit went out on Monday 6/23. They said I could call someone since non of their reps where answering. I did they diagnosed the unit outside failed and needed to be replaced. They wanted me to get them an estimate for just condenser and fan motor broken down with hours and item numbers and I did that. Then they wanted an estimate for just the fan motor with hours and part number again. I got them everything they wanted that took 4 days in 100+ degree weather. They then accept the fan motor separate third estimate which will not fix the problem. They tell me they dont cover condensers that are outside. ALL CONDENSER UNITS ARE OUTSIDE! I asked for managerand noone called back. They are trying to not pay on this legitimate claim.

  Business Response

  Date: 07/01/2025

  
  
  Choice Home Warranty (CHW) apologizes for any frustrations the
  customer may be experiencing regarding their air conditioner claim (no.: ***********
  
  On June 23, 2025, the customer placed a claim stating that
  the air conditioner was not turning on and CHW dispatched the claim to our
  vendor network. Although the following day (6/24), the customer elected our reimbursement
  process and to utilize a technician of his choosing. Upon selection,
  instructions were sent on how to move forward.
  
  “Thank you for selecting the Claim Reimbursement Process
  offered by CHW. Please follow the instructions below to ensure proper claim
  reimbursement.
  
  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.”
  
  Based on the diagnosis received, CHW authorized the
  technician to replace the condenser fan motor. Reimbursement was authorized in
  the amount of $929.27 contingent upon receipt of a paid repair invoice.
  
  Although the customer did not agree and stated that the
  compressor failed as well. CHW requested his technician submit his additional
  diagnosis.
  
  As of today (7/1), the customer was in contact with a
  Consumer Advocate with the Office of the President. CHW reached out to the customer’s
  technician who stated the compressor was seized upon his arrival. As a result,
  CHW offered the customer reimbursement in the amount of $2,400.00 for the
  condenser fan motor, compressor and labor. However, the customer declined. We
  have no further offers.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 07/09/2025

  [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.
  
  I am not happy but will accept as they have wasted enough of my time with this problem. How do I now get the check for the 2400?
  
  Regards,
  
  
  
  **** *******