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: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,
  
  
  
  **** *******

• 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.

  I reported my refrigerator as not cooling on May 27th 2025. Choice Warranty sent a third party contractor ******** appliance to diagnose my fridge on May 29th was advised the compressor was bad and needed replacement parts were ordered. June 2nd all parts were received except one which reflected out of stock on backorder with no eta. I made numerous call in reference to the status of my repair and just keep getting told they have to await receipt of the part or until whirlpool states the part is not available. On June 18th was advised to all 5 to 7 business days for the manufacturer to respond with the parts status. Called in on June 27th and was advise by a case manager that they will not do a buy out unless Whirlpool states the part is unavailable as long as the part is on back order we have to wait. I have done a google search for the part and no one has it. Neither Choice nor Whirlpool will advise how long I will have to wait before something can be done for my fridge. It has been 30 days with no clear answers on when my fridge will be repaired which I feel is unfair. When you purchase warranties no one tells you matters like this would occur. I am so disappointed in the way my family and I are being handled.

  Business Response

  Date: 07/01/2025

  ********* ***
  
  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may be experiencing regarding their refrigerator claim (no.: ***********
  
  After further claim review, CHW offered the customer cash
  back in lieu of replacement in the amount of $818.00. Please refer to section
  E(3) of the Service Contract, “We have the sole right to determine whether a
  Covered Item will be repaired or Replaced (as defined in Section K). 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.”
  
  Notification was emailed to the customer today (7/1) with a
  link to begin the replacement process. Funds are issued in the form of a ******
  E-Gift Card and subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 07/01/2025

  [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: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.

  The total amount of money well over $3500 I paid every month for this policy for home warranty just to be told after 3 yrs of payment paid via ach when came time to utilize just to be told no service tech in area and the way the handle the trying to obtain a tech was lack of urgency, it is hot outside and we are under a heat advisory. I have hypertension and they showed lack of enthusiasm. and they know HVAC companies don't like waiting on their money and if i want service i have to pay for it myself and the process of getting reimburse is nonsense, i have to pay for service and then choice don't want to pay me. I want my money back.

  Business Response

  Date: 07/02/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 290421325). 

  Our records indicate that the claim was placed on June 24, 2025, stating that the unit is not cooling properly. 

  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." 

  Due to high service demands, *** offered the option of the Claim Reimbursement Process which would allow the customer to select a technician of their choosing to submit the diagnosis for claim evaluation, which they accepted on June 26.  However, the following day, the customer requested that the claim be dispatched to a service provider and therefore the claim was returned to dispatch accordingly. 

  Our most recent records indicate that the claim has been assigned to Basurtos Heating and Cooling with an appointment scheduled for today, July 2, between the hours of 11-3PM.  As such, CHW will determine coverage upon receipt of the technician's diagnosis. 

  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

• 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.

  I was looking to get a new home warranty company. They started my contract as of July 18th 2025. I needed to speak with them because I canceled my other company and have no coverage right now. I can not get anyone to speak with me. Now I just want to cancel the whole contract!!

  Business Response

  Date: 07/01/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: 332697083).
  
  On June 18, 2025, the customer purchased a one-year policy at $43.75 per month for a contract term of 7/18/25 7/18/26. Please refer to section A(4) of the Service Contract, Coverage starts 30 days after receipt of Agreement Fee.
  
  Nevertheless, *** has terminated the Service Contract per the customers request. A refund in the amount of $43.75 will be issued back to the original method of payment on file. Please allow up to 7-10 business days for 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.

  Policy #: ********* Claim #: ********* LOCATION: ********************************************** REPORTED: ReKey Dear ******** *** *******, We are pleased to inform you that a CHW technician has been scheduled for your claim. Below are the details: Appointment Date: Monday June 23rd, 2025 Appointment Time: 03:00 PM -08:00 PM CHW Technician: Leasing & Maintenance Sensation -*********, ** CHW Technician Phone: ********** Please note that a $0.00 service call fee is required upon the technician's arrival. We recommend confirming the appointment with the assigned technician. Ensure that someone is available at the covered address during the scheduled appointment time. If you require a more convenient appointment, please contact your technician directly to reschedule. Your CHW technician will also be the best point of contact for any further questions regarding your appointment. Track Your Claim You can monitor the status of your claim in your ************************* at **************************************** the ************** you can also:View Your Plan Details Download Your Contract Submit a Claim View the Status of Your Claim Message with CHW Representatives Edit Your ****************** Renew Your Warranty Update Billing Information Make Past Due Payments And MORE! TRACK CLAIM -They schedule on dates when they know I will not be there. (Calling it a placeholder)-They say the provider will contact me but no provider ever contacts me.-No one contacts me and the service is not provided.-They make me file multiple claims for the same issue.-They are like all home warranty companies. They take premiums but deny or create chaos in scheduling so they don't ever have to provide any services. -When you click to "track claim" nothing happens because they cancel the claim and blame the homeowner.

  Business Response

  Date: 06/30/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their rekey claim (no.: 283534853).
  
  On May 6, 2025, the customer placed a claim stating he recently purchased his home and needed a rekey. *** dispatched the claim to our vendor network and scheduled Leasing & Maintenance Sensation *********, ** for 5/24/25.
  
  On 6/5/25, a *********** Escalations Manager spoke with the customer wherein he stated he was not aware a technician was assigned. *** informed we emailed him the appointment details on 5/14/25. In addition, we provided the customer the technicians contact information to call him to reschedule. The customers email address was also updated as the one we had on file was incorrect.
  
  On 6/19/25, the customer spoke with a Consumer Advocate with the Office of the President and *** rescheduled the appointment to 6/23/25. However,the technician needed to reschedule to 7/5/25.
  
  As an alternative, CHW would like to offer the customer reimbursement in the amount of $300.00 contingent upon receipt of a paid repair invoice. This represents our cost to rekey (6) locks as the customer has the ********************** Plus Plan.
  
  Please refer to section C(12) of the Service Contract, RE-KEY COVERED: Re-key of up to 6 locks for standard cylinder door locks and deadbolts.
  
  Meaning the customer can elect a technician of his choosing and submit the paid invoice for the reimbursement offer above. Should he wish to move forward with this option please have him email ************************************
  
  The customer is also welcome to keep the upcoming 7/5/25 appointment if he prefers to use a CHW technician.
  
  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.

  The warranty company took 3 months and still have not repaired my refrigerator after calling its always 2 weeks before we can get someone on there to look at it I have not missed a monthly payment paid on time every month they blame the repair man he blames them I have lost over 500 dollars worth of food and my refrigerator and all they are offer is 350 I have to purchase another refrigerator and food

  Business Response

  Date: 06/30/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claims (no.: *********; *********).
  
  On March 4, 2025, the customer placed a claim stating that the panel had issues and the unit was leaking. *** dispatched the claim to our vendor network and scheduled ************************* for 3/6/25. Based on the diagnosis received, *** authorized the technician to replace the dispenser module and display. Repairs were completed.
  
  CHW did not hear from the customer regarding this matter again until 5/28/25 wherein he stated he was experiencing the same issues. The customer wad advised that the claim was outside of the recall window.Therefore, he would need to place a new claim and pay a new service call fee. Please refer to sections B(4) and B(5) of the Service Contract, You will pay a Service Fee in the amount set forth in Your Coverage Details to the Service Provider for each service request You submit to Us and If work performed under this Agreement should fail within 30 days, We will correct the failure without a Service Fee.
  
  As a result, claim no.: ********* was placed for the front panel having issues and the unit leaking. *** scheduled Live Electronics and Services for 5/30/25. Based on the diagnosis received, CHW authorized the technician to replace the evaporator fan and ice maker.
  
  On 6/24/25, the customer stated the technician reported to his home on (2) occasions wherein he replaced the fan but the unit was still not working. The customer also stated the technician recommended replacement. Therefore,*** reached out to the technician for his additional findings but the requested information was not received.
  
  On 6/27/25, CHW placed the claim back in dispatch for reassignment but we experienced delays. As an alternative, *** offered the customer our reimbursement option but he declined. *** also offered the customer a goodwill gesture in the amount of $350.25 contingent upon receipt of a paid repair invoice, but he also declined. As a result, the customer terminated coverage. Since he 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 cash back in lieu of replacement in the amount of $999.00. Please refer to section E(3)of the Service Contract, We have the sole right to determine whether a Covered Item will be repaired or Replaced (as defined in Section K). 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 has a 22.3 cu. ft. Side by side refrigerator with ice maker and water dispenser. Please see below for a comparable unit:
  
  **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  Should the customer choose to accept as resolution to his complaint please have him email [email protected] are mailed in the form of a check and 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.

  Heat pump of HVAC system leaking R-22 freon and unable to continuously provide cold air. Choice Home Warranty is not addressing the issue as per our contract.

  Business Response

  Date: 07/01/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 288552727). 

  Our records indicate that the customer placed their claim for service on June 12, 2025, stating that the unit is making a noise.  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. 

  Upon receipt of the diagnosis, CHW requested the technician perform a nitrogen leak test in order to determine the location of the leak. The technician provided confirmation of the leak on June 24, and the claim was approved for reimbursement in the amount of $803, which has since been adjusted to $3,000, CHW's maximum liability in accordance with section E(1) of the User Agreement, "Our maximum liability is $3,000 per 12-month period for each Covered Item for access, diagnosis, and repair or Replacement." 

  As such, the payment will be processed upon receipt of the paid repair invoice which must be uploaded the customer's online account portal at *********************************.  All payments are subject to 30 days processing. 

  CHW requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate