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.

close

Find a Location

Choice Home Warranty has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:

  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.

  Purchased a home warranty in August 2024 for a home purchase. In May 25 the stove was red-tagged by the gas company for combustion issues. Choice home warranty sent 3 technicians over a month to determine it needed to be replaced. Once they determined it needed to be replaced, they offered me less than a quarter of the price to replace. The policy does say that they will give me the cash equivalent of what it would cost them to replace it, which I know a contract is a contract. They increased the amount to $707 for a minimum of $1900 to replace retail because of the size of the unit. I asked how they determine that amount because no consumer could come close to being able to replace a stove with that and she said they do not disclose how they calculate that amount. How as a consumer do I know that they do not just make up the amount? Of course I cannot replace the stove for $700 or anything even close. They refuse to disclose how they came up with that amount and I am at the mercy of just accepting whatever they feel like giving me? Which coincidentally is less than what I paid for the policy. Questionable business tactics

  Business Response

  Date: 07/01/2025

  Stephanie W.,

  Choice Home Warranty (CHW)
  apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 284592698). 

  Our records indicate that CHW approved replacement of the oven with a buyout in the amount of $420 in accordance with section E(3) of the Use Agreement, "We reserve the right to offer cash or cash equivalent in lieu of repair or Replacement (replacement equipment of similar
  features, capacity, and efficiency, but not for matching dimensions, brand, or color) in the amount of Our available wholesale cost (which is 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 cost 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 placed an appeal prompting assignment of a Case Manager, and it was explained that CHW offers cash back at Our cost, which may be less than retail and that the amount does not account for system brand, color or dimensions. However, the buyout was increased from $420 to $707, which the customer declined. 

  Nonetheless, in goodwill, CHW is pleased to offer the customer a buyout increase from $707 to $1,519 as a final offer.  The customer may confirm their acceptance by emailing [email protected].  Upon acceptance, a check will be mailed in lieu of a Lowe's eGift card which will allow the customer to shop at a retailer of their choosing.  All payments are subject to 30 days processing. 

  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. 

  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: 07/01/2025

  [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 23536471, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Heather Braca

• Initial Complaint

  Date:06/29/2025

  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.

  For a month I have tried to cancel my account. I have Never had a response from the company. They keep asking for a callback number but never do they use it. They have continued to charge my credit card, I have filed a complaint with the credit card company . And I find they upped the price without telling me . They are impossible to contact them.

  Business Response

  Date: 06/30/2025

  
  
  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may be experiencing regarding their policy (no.: ***********
  
  As of today (6/30), CHW cancelled the policy per the
  customer’s request. A refund for the month of June in the amount of $58.12 will
  be issued back to the original method of payment on file. Confirmation regarding
  such was also emailed to the customer today. Please allow up to 7-10 business
  days for 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:06/29/2025

  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 initially signed up for the choice home warranty but have been trying to cancel since 2 weeks of starting service. Ive attempted to reach the cancellation department time and time again but am told there is no direct number and that I have been added to a queue for them to reach out. I never get reached out to and have to keep calling to get added to the queue. I have also submitted forms on their site to get a response on my issue, no response. I just want them to stop attempting to charge my card and officially cancel the policy. They are making it impossible to do so, I believe they are making it difficult on purpose to keep collecting money.

  Business Response

  Date: 06/30/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding cancellation of service contract no. 238993795. 

  CHW has no record of the customer requesting cancellation. Nonetheless, *** has terminated coverage with waiver of the past due balance in the amount of $239.60 as resolution to this matter.  

  CHW requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate

• Initial Complaint

  Date:06/29/2025

  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 5-2-25 I reported my HVAC system was loud. After being stood up on a 7am-4pm slot, a tech came and said the noise was harmless. Days later the ** went out. An appointment 2 weeks out on 6-27-25 was made, 7am-4pm. I was stood up again after explaining missing work costs me $250 every time. Now I'm out of 3 days work ($750) and my house is inhabitable, as the weather has been scorching hot. Home Choice has yet to reach back out to help my family with a repair or replacement.

  Business Response

  Date: 06/30/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 283068752).
  
  On May 2, 2025, the customer placed a claim stating that the furnace was making a loud noise. *** dispatched the claim to our vendor network and scheduled ******************* for 5/8/25. Although the technician missed the appointment and rescheduled to 5/23/25.
  
  CHW did not hear from the customer regarding this matter again until 6/16/25 wherein she stated the technician came but kept rescheduling. As a result, *** recalled ***** ************* for 6/27/25 but the customer stated the technician rescheduled to 7/18/25.
  
  As of today (6/30), the customer spoke with a Consumer Advocate with the Office of the President stating that she has a package unit and her air conditioner was not working.
  
  Therefore, CHW opened an air conditioner claim (no.: ********* regarding the air handler making a noise and not cooling. *** dispatched the claim to our vendor network and scheduled ******************* for 7/1/25. Notification was emailed to the customer today regarding the upcoming appointment.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:06/28/2025

  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 6/19/25, I was placed on a multi year contract that I did not want but was signed up anyway. Upon learning of a charge to my account of $462, I immediately attempted to reach out to sales person directly and finally got a response saying call company . I called multiple times and went direct to voicemail every time. After 3 times, I got a callback. At that time, I told the person to cancel my plan, effective immediately, and issue full refund. I was transferred to cancel team, which went to voicemail. Message indicated I would receive a callback and no callback. I tried multiple times with the same result. Voicemail and no callback. I resorted to email through online form 4 times and no response. I voiced my concern every time. Two weeks later and Im no further along than when I started. I want my money back NOW. Im in my first 30 days and its well within my rights.

  Business Response

  Date: 06/30/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding cancellation of service contract no. 365720784. 

  As per the customer's request, *** has terminated coverage with a full refund in the amount of $462 as resolution to this matter.  The refund will be credited to their card ending in 7569 within 7-10 business days. 

  CHW requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate

• Initial Complaint

  Date:06/27/2025

  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 went into a contract with choice warranty in Feburary 2025 and attempted to use the service in April and in June, both times my claim was denied even thought both items were listed as covered in my policy. When i attempted to cancel my policy they refused to transfer me to the correct department. I have seeked resolution before this point but they were rude, dismissive and refused to communicate.

  Business Response

  Date: 06/30/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding cancellation of service contract no. 118760545. 

  Please be advised, CHW has no record of the customer requesting cancellation of the contract.  Nonetheless, *** has terminated coverage with waiver of the past due balance in the amount of $54.75.  

  CHW requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate

  Customer Answer

  Date: 07/10/2025

  
  Complaint: 23529795
  
  I am rejecting this response because: To reply to Complaint ID: ******** and *********************** warranties comment, I requested someone call me so i could cancel my policy on a recorded line and was told someone would have to call me back but they never did and i had to file a complaint. Than to read they lied and said there is no information on my request is irresponsible on their part. They are a horrible warranty company and full of rude liars. I will never recommend them to anyone.
  
  
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:06/27/2025

  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.

  Subject: Urgent Complaint Unacceptable Delay in ********** Request (Contract *********)I am writing to file a formal and urgent complaint regarding an unresolved air conditioning service request under my home warranty contract # *********, Claim # *********, submitted on 6/14/******* will be over eighteen days since our HVAC system died. Meanwhile, temperatures have exceeded 100F, and I am caring for my 84-year-old asthmatic mother-in-law with heart condition who resides in the household. This is a life-threatening situation, and your companys lack of timely response has placed her health at serious risk.We have a five-bedroom house with five people living in the house. Our family has a couple of special needs people living in the house. Moreover, my younger son is asthmatic, and excessive heat is a health hazard.Despite multiple follow-ups calls to your service center, I have received no meaningful update or assurance that this matter is being prioritized. The standard of service I have received is unacceptable, especially given the dangerous heat conditions and the presence of a vulnerable elderly individual with a respiratory condition.I am requesting the following immediate actions:1. Immediate dispatch of a licensed HVAC technician to address the broken air conditioning unit. Since the system cannot be fixed, a new unit to be installed.2. Reimbursement of any emergency expenses incurred if I am forced to hire an independent contractor due to your delays.3. A written explanation for the delay and a formal acknowledgment that this matter is being escalated appropriately.4. Provide a housing allowance to move to a hotel while the problem is resolved Furthermore, we escalated the situation and talked to Mr. **** at **********************.Unfortunately, he was unable to help or resolve this matter.I expect a written response and immediate corrective action.Sincerely,***** ****** **************************************

  Business Response

  Date: 07/02/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner (no.: 288953911).
  
  On June 14, 2025, the customer placed a claim stating that the air conditioner was not cooling and the compressor fan was not moving. *** dispatched the claim to our vendor network and scheduled True *****************for 6/21/25. Although on 6/16/25, the customer stated that she contacted the technician for a sooner appointment, but he did not have one. The customer then requested *** reassign the claim. Please be advised that *** is not an emergency ********** addition, We have the sole right to select the service provider, according to Section B(6) of the Service Contract.
  
  Although, *** honored the customers request and reassigned the claim to ***** ************* for 6/21/25. Once again, the customer requested we reassign the claim as she could not wait for the appointment. *** advised the customer she would need to await the upcoming appointment. Upon receipt of the technicians diagnosis that the compressor failed and leaked out all of the refrigerant, CHW requested pictures confirming the conditions of both the inside and the outside of the condenser coils as well as pictures of both the unit and compressor data tags in order to proceed.
  
  Our most recent records indicate that the claim was approved for a new Condenser. *** is supplying the condenser and covering the technicians labor. There are non-covered charges due to the technician in the amount of $4,192.50 for modifications, permit and code. The customer is also responsible for additional equipment cost in the amount of $695.75 for the evaporator coil upgrade.
  
  Per section E(6), 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.
  
  Per section E(8), We are not responsible for service to meet current building or zoning code requirements or to correct for code violations including when the Replacement of a Covered Item is necessary.
  
  Per section E(9), We are not responsible for the cost to obtain permits.
  
  Per section E(11), You may be charged an additional fee by the Service Provider to dispose of a Covered Item or one of its components.
  Coil Add-on for AC/HP attic install: $345.00
  
  Condenser Installation Kit Combo:  $630.00 (Includes: Equipment Pad, Disconnect, Whip, and Locking Caps)
  Install new plenum or coil box: $562.50  
  Regulatory Compliance_H995: $540.00
  Title 24 HERS rater duct inspection & Title 24 refrigerant charge verification: $350.00  
  Attic / crawl space - difficult access installation in crawl spaces/attics:$350.00
  Title 24 HERS rating verification & certificates through certified HERS rater: $240.00
  Lineset Flush with agent (Flush existing lineset to EPA SNAP Std.): $200.00
  New Condensate Float Switch: $180.00
  TITLE 24: $120.00
  Duct inspection and sealing (per register): $675.00
  Total: $4,192.50
  
  Notification was emailed to the customer today (7/2). Once the customer accepts the non-covered charges, *** will place an equipment order. Upon receipt of the equipment, the technician will contact the customer to schedule installation.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *.

• Initial Complaint

  Date:06/27/2025

  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 filed a claim with our Choice Warranty *** Plan over a week ago. Our garbage disposal and kitchen sink issue. The are keeping us in a loop. We cannot speak to anyone. When they called as soon as they got claim info they hung up!! There is something really fishy with this company. Please check it out

  Business Response

  Date: 07/01/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the garbage disposal claim (claim no. 289938070). 

  Our records indicate that the customer placed their claim for service on June 20, 2025, stating that the disposal fell onto the sink cabinet floor. 

  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 the customer declined.  As a result, the claim was escalated with the dispatch department in order to locate an available technician 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..." 

  Our most recent records indicate that the claim has been assigned to ***** ******** Plumbing with an appointment scheduled for July 11.  The customer may contact the service provider directly at ************ should they wish to request an earlier appointment date.  

  As such, CHW will determine coverage upon receipt of the technician's diagnosis accordingly. 

  Thank you,

  **** *.
  Consumer Advocate
  

   

• Initial Complaint

  Date:06/27/2025

  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.

  November 5 2024 submitted claim for refrigerator going out. Repairman comes a few days later I pay my $100 deductible and never heard from the again. After repeated calls texts emails. No one at choice warranty has helped. Here I am 7 months later still without a fridge.

  Business Response

  Date: 06/30/2025

  Stephanie W.,

  Choice Home Warranty (CHW)
  apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 261206939). 

  Our records indicate that the customer placed their claim for service on November 1, 2024, stating that the unit is not cooling properly. CHW dispatched Jerry & Michael's Appliance to submit the diagnosis. Upon inspection, CHW approved replacement of the control and inverter boards; however, to date, the technician has not returned to the customer's home for repair completion resulting in closure of the work order.  

  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..."  

  In lieu of placing a new claim for service, in goodwill, CHW is pleased to offer the customer a full refund of all paid premiums in the amount of $1,077.17 with cancellation, in addition to reimbursement of the service fee in the amount of $100.  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: 07/04/2025

  [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 23528041, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Tisha Cardoza

• Initial Complaint

  Date:06/27/2025

  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 worst home warranty company I have done business with so far. Even the contractors sent out by the company warned me that any claim I submit would be denied. No matter the issue, the company tends to find a loophole as to not warranty the repair; therefore, you are out of the service fee as well as subsequent monies for the repair itself. My garage door motor went out. They denied the claim stating the motor failed because of potential use of it while it was failing which could have resulted in its complete failure. The **** compresser failed. They denied the claim stating the failure was due to debris build up from leaves and outside particles not normal wear and tear. Then my refrigerator seal became damaged and the door wouldn't stay closed. The model number couldn't be located (older refrigerator); therefore, they denied the claim once again stating not normal wear and tear simply because they didn't want to assist with the replacement cost of refrigerator.

  Business Response

  Date: 06/30/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their garage door opener, air conditioner and refrigerator claims (no.: *********; *********; 287339941).
  
  Garage Door Opener (no.: *********)
  On May 5, 2025, the customer placed a claim stating that the garage door was not opening. *** dispatched the claim to our vendor network and scheduled Diamond Garage Doors & ************* AR for 5/5/25. Based on the diagnosis received it was determined that the broken panel caused strain on the motor which failed and needs to be replaced. Please refer to section C(9) of the Service Contract, Excluded: Door or door track assemblies.
  
  On 5/6/25, a claim determination letter was sent to the customer with the option to appeal and she did. On 5/13/25, the Case Manager contacted the customer to no avail and left a voice message for call back.
  
  Air Conditioner (no.: *********)
  On May 9, 2025, the customer placed a claim stating that the air conditioner was not cooling. *** dispatched the claim to our vendor network and scheduled *************** for 5/15/25. Based on the diagnosis received it was determined that the condenser was operating with a defective fan motor and bacteria growth which damaged the compressor. Please be advised that this does not constitute normal wear and tear. Per section A(2) of the ***************************** must become inoperative due to normal wear and tear.
  
  On 5/14/25, a claim determination letter was sent to the customer with the option to appeal. Although no appeal was made. As a result,the claim was closed.
  
  Refrigerator (no.: 287339941)
  On June 4, 2025, the customer placed a claim stating the lower part of the refrigerator would not stay closed and the seal appeared not to be secured. *** dispatched the claim to our vendor network and scheduled ***************** for 6/6/25. However, the customer stated the technician missed the appointment. Therefore,*** reassigned the claim to ****************** for 6/2/25.
  
  Based on the diagnosis received it was determined that the refrigerator gasket cracked at the bottom which caused ambient air to enter the unit. As a result, the unit was overworked which caused the compressor to fail.This is not a normal wear and tear failure. 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 6/27/25, a claim determination letter was sent to the customer with the option to appeal and she did. Although upon speaking with her Case Manager, the customer was informed as the seal was cracked the claim determination would stand as the Service Contract does not cover malfunction due to physical damage.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *.