Business Profile

Home Warranty Plans

Choice Home Warranty

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Complaints

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

Customer Complaints Summary

11,360 total complaints in the last 3 years.
3,113 complaints closed in the last 12 months.

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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:06/27/2025
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 purchased a home warranty with Choice in December 2024. I filed a claim on May ******* regarding my refrigerator. To date, two **********s have come to my house and the returned the work order. A third ********** called to schedule, I explained to him the issue and indicated two **********s had already come and returned the work order and the ********** indicated he was going to recommend replacement. I then received an email from Choice indicating that they were attempting to find a ********** to take the repair order but was experiencing difficulty. I then received a notification that a ********** would accept the work order but it could not be scheduled to come to my home until nearly 10 days later. I called Choice and said this was unacceptable and Choice indicated that I could find my own repairman then call them to approve the work. I informed CHOICE that was not an option as I am paying them to do this. I insisted that they replace the refrigerator or get it repaired in 24 hours and told it is their option to replace and that they are trying to find a **********. I called the fourth assigned ********** and explained to them what is going on. The ********** asked if I was in ******** and I confirmed I was and he informed me that CHOICE is giving me the run around and that if two **********s could not fix the refrigerator it is a waste of time and not repairable. THUS, Choice is avoiding its contractual obligation and not replacing the refrigerator..It is now a month with no refrigerator. I want it replaced now. Thanks
Business Response
Date: 06/30/2025
********* *.,

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

After further claim evaluation, *** has approved replacement of the unit with a buyout in the amount of $1,199 in accordance with section E(3)of the User Agreement, We have the sole right to determine whether a Covered Item will be repaired or Replaced (replacement equipment of similar features,capacity, and efficiency, but not for matching dimensions, brand, or color). We reserve the right to offer cash or cash equivalent in lieu of repair or Replacement in the amount of Our actual cost (which at times may be less than retail) to repair or Replace any Covered Item. Cash or cash equivalent offered in lieu of repair or Replacement does not include the costs of shipping, tax, or installation. When cash or cash equivalent is issued to Replace a Covered Item,You may not make subsequent claims on such Covered Item for 12 months from the date of issue.

The customer will be notified of the approval with the option of accepting and receiving a Lowes eGift card, or they have the option of clicking decline which will prompt assignment of a Case Manager for appeal handling. Alternatively, should the customer wish to accept and receive a check in lieu of a Lowes eGift card,they may email ***************************************************************. All payments are subject to 30 days processing.
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.
On June 18th 2025 I submitted a claim to have my ** unit replaced because it stopped working. *** sent out a contractor from ************** to come diagnose the issue. The technician told me that the compressor on my ** unit is failing due to normal wear and tear (which is exactly what my policy outlines as being covered fully) - a few days later *** denies my claim because of a separate issue they saw on the ** unit through pictures provided by the technician. They refuse to cover any repairs or replacements to the unit because of a hole in my evaporator coil caused by corrosion - the ** unit is outside and is 25 years old. Of course there's going to be rust and corrosion. That is a process of "NORMAL WEAR AND TEAR". Mind you - the hole in my evaporator coil isn't why my unit is not working anymore. The technician explained that the unit is not working anymore because the compressor is going out. I spoke with a claims specialist that basically just told me tough luck and moved on. I believe this company is dishonest and sketchy. They don't have anything about problems being caused by corrosion or rust not being covered in the policy. This is why people hate insurance/warranty policies so much. They will find any reason they can to deny your claim and not have to cover the exact thing you paid them to cover. Shame on them for being so dishonest and greedy.
Business Response
Date: 06/27/2025
********* *.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 289611022).

On June 18, 2025, the customer placed a claim stating that the air conditioner was not working. *** dispatched the claim to our vendor network and scheduled ******************* for 6/21/25. Based on the diagnosis received it was determined that the evaporator coil had a hole in it and must be replaced. Please be advised that this failure 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 6/24/25, a claim determination letter was sent to the customer with the option to appeal and he did. Upon speaking with his Case Manager CHW explained that the evaporator coil had a puncture hole which caused the system to leak out refrigerant. This resulted in the system continuously running causing the compressor to fail. The technician also provided photographs to support his findings. Therefore, as this would not occur under normal operating conditions, the claim determination will stand.

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.
HVAC float valve did not work causing water to pool under the unit, now drywall and wood has to be removed and water removed under the unit for repair, Choice Home Warranty has refused to pay for the damage and repair
Business Response
Date: 06/30/2025
********* *.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 289323670).

On June 17, 2025, the customer placed a claim stating that the water was leaking from the bottom of the air handler in the garage. *** dispatched the claim to our vendor network and scheduled *** ********************** for 6/19/25. Based on the diagnosis received, CHW authorized the technician to replace the float switch.

Regarding water damage, the customer was advised that the Service Contract does not cover for such per section E(2), You hereby waive all rights to claim, attorneys' fees, indirect, punitive, incidental and consequential damages and any other damages, other than for actual out-of-pocket expenses,and any and all rights to have damages multiplied or otherwise increased.

CHW requests this matter be closed.

Thank you,
******** *.
Customer Answer
Date: 07/01/2025

Complaint: 23526924

I am rejecting this response because:
E 2 - last paragraph states "other than actual out-of-pocket expenses", the item that caused the damage is warrantied by Choice Home Warranty, if I have out of pocket expenses they clearly own those expenses.

Regards,

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

We apologize that the customer is still dissatisfied. ******************* Contract does not cover, indirect, punitive, incidental and consequential damages and any other damages. Therefore, we are unable to reimburse the customer per his request.

In addition, the customer did not inform *** that the repairs did not take within the recall period. Please refer to section B(5) of the Service Contract, If work performed under this contract should fail within 30 days, We will correct the failure without a Service Fee.

Furthermore, please refer to section E(12) of the Service Contract, You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider's performance.

CHW requests this matter be closed.

Thank you,
******** *.
Customer Answer
Date: 07/10/2025

Complaint: 23526924

I am rejecting this response because: They clearly do not live up to the wording mentioned in their contract and also by the sales people that sell this contract.

Regards,

**** ********
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.
I made it perfectly clear to this company and their customer service agents when they constantly called my phone and harass me regarding a renewal. I was NOT interested in renewing my home warranty with the company. Obviously, this company does not take NO for an answer. This morning I noticed CHOICE HOME WARRANTY has made a fraudulent charge to my card in the amount of ***** plus dollars for a renewal of a home warranty that I blatantly stated I was no longer interested in doing business with. I'm trying to understand why was my file on card in the first place when I asked for the card to be removed. I will be calling my bank and informing them of the unauthorized fraudulent charge that was made to my account without my consent and authorization. Tried calling CHOICE HOME WARRANTY customer service department and they were not open. REFUND ME MY MONEY NOW. CHOICE HOME DID NOT HAVE AUTHORIZATION TO CHARGE MY CARD.
Business Response
Date: 06/27/2025
Stephanie W.,

Choice Home Warranty (CHW) apologizes for any frustrations
the customer may be experiencing regarding their policy (no.: 922957221).

Per the Service Contract Section G(2), “This agreement may
be renewed at our option. In that event and unless you cancel this agreement,
you will automatically be renewed to a monthly-plan at your current coverage
level at the current prevailing monthly-plan rate and be notified of such
prevailing rate and terms for renewal.”

Our most recent records indicate that as of today (6/27),
the customer spoke with a Retention Representative and terminated coverage. Email
confirmation was then sent to the customer. CHW will also be refunding her the full
renewal in the amount of $62.73 back to the original method of payment on file.
Please allow up to 30 days for processing.
CHW requests this matter be closed.

Thank you,
Michelle C.
Customer Answer
Date: 06/27/2025
[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 23526313, and find that this resolution is satisfactory to me.

Regards,

Kenyatta Triplett
Initial Complaint
Date:06/26/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They charged me the monthly fee but refused to deliver services. Total scam. Awful customer service.
Business Response
Date: 06/27/2025
********* *.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: 774720179).

Please be advised that the customer was a monthly policy holder and did not prepay for coverage. Coverage was also terminated as of 2/4/25. In addition, we responded to the customers prior ******************** complaint (no.:22936410) on 2/13/25 regarding the garage door opener claim wherein a full refund of $57.50 was offered. *** did not receive any response.

CHW requests this duplicate complaint be closed.

Thank you,
******** *.
Initial Complaint
Date:06/26/2025
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.
Taken by phone staff CM. Consumer states she called the business on 6/16/25, spoke to ****, for a plumber to repair a water leak of a pipe in the ceiling of her basement. Consumer states a date was set and repairman didn't show, consumer called the business and was told they had to find another plumber in her area by the end of the day to send out. Consumer states she calls the business every day. They said to watch her email or text message for another plumber. Consumer states she has checked her email everyday, and spam folder as well, consumer states she has not received one. have not sent anyone out despite her calling ever day. Consumer states she was told it would be expedited. She has 3 phone numbers for them, the main is ************. Consumer states she has had this warranty for one year, is due for renewal next month, pays $58 monthly and just wants a plumber.
Business Response
Date: 07/02/2025
********* *.,
Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 289064125).
Our records indicate that the customer placed their claim for service on June 16, 2025, stating that there is a leak in the basement pipe.
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 higher-than-normal 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..."
Nonetheless, as a gesture of goodwill and in lieu of awaiting scheduling, CHW is pleased to offer the customer a full refund of all paid premiums in the amount of $618.93 with cancellation. Should the customer wish to accept as resolution to this matter, they may email ***************************************************************.
Thank you,
**** *.
Consumer Advocate
Customer Answer
Date: 07/14/2025

Complaint: 23516175

I am rejecting this response because:
I received an email from BBB on July 3 2025, stating i would receive a refund from Choice Home Warranty in the amount of $618.91 and as of today July 12 2025 I have not received the refund from choice home warranty  of $618.91. I am responding to your email today stating that the case is closed. So how can the case be closed when i haven"t recieved the refund. So i am not understanding your message today stating the case is closed. The case cannot closed til i received the refund. Please respond.

Regards,

******* *********
Business Response
Date: 07/14/2025
********* *.,
Our records show that *** authorized a full refund in the amount of $618.93 as resolution to this matter and that the check is currently processing, which can take up to 30 days. The refund check will be mailed to: ******* *********, ******************************************** The customer may email ************************************* should they wish to provide an alternate mailing address.
CHW requests this matter be closed.
Thank you,
**** *.
Consumer Advocate
Initial Complaint
Date:06/26/2025
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 have been without a central air conditioner since May 16, ******* is now June 26, 2025 and ************** is is a heat dome that has been here for weeks now.I have had to move my animals, instruments etc, borrow electrically expensive a/c's, take time off of work for an a/c technician who showed up at my house, knocked and left without a call as I had requested. I was home. I live in a 3 story house and was upstairs.I waited the rest of the day, no technicians, lots of useless phone calls to Choice; nothing *********** present time no idea when I will get A/C.Yesterday someone told me they could fit me in on July 7...I have to go to work
Business Response
Date: 06/30/2025
********* *.,
Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 284705597).
Our records indicate that the customer placed their claim for service on May 15, 2025, stating that the unit is not coming on. *** assigned the claim to ***** ************* to submit the diagnosis. Upon inspection, *** approved replacement of the capacitor; however, the technician was subsequently removed from the work order due several missed appointments.
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 a new air conditioning claim has been placed (claim no. 290829460) and that the customer has chosen to move forward using the Claim Reimbursement Process which allows them to select a technician of their choosing to submit the diagnosis for claim evaluation. As such, CHW will determine coverage upon receipt of the diagnosis accordingly.
Thank you,
**** *.
Consumer Advocate
Initial Complaint
Date:06/26/2025
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 3 claims in less than 3 weeks of buying my new home. None were covered and I paid out of pocket. customer service is horrible. And they scheduled you with technicians that dont show up or cancel last minute.
Business Response
Date: 06/27/2025
********* *.,
Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the rekey claim (claim no. 285188876), the electrical system claim (claim no. 286124339), and the garage door opener claim (claim no. 287859532).
In regard to the rekey claim, our records indicate that the claim was placed on May 19, 2025. *** assigned the claim to Localock Locksmith Sacramento; however, they were unable to keep the appointment due to scheduling conflicts. Per section E(14) of the User Agreement, "We are not liable for any failure to obtain timely service or delays in obtaining parts, equipment, or for delays due to conditions beyond Our control,
including, but not limited to, labor difficulties..."
As a result, the claim was reassigned to ************** with an appointment scheduled for May 29; however, there have been no further updates from the technician or the customer resulting in claim closure.
With respect to the electrical system claim, our records show that the claim was placed on May 26, 2025, and dispatched to ************************* Upon inspection, the technician reported, "There are two separate issues. Ceiling fan in the dining room has a wire sticking out of the floor on the second floor. Needs to be wired into the wall outlet. Trace wires, open the drywall on the ceiling to find the physical failure and correct it" with the cause listed as, "improper installation".
Based upon this information, CHW determined that the claim 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." Additionally, CHW excludes coverage for "wire tracing" in accordance with section C(9) of the User Agreement.
In regard to the garage door opener claim, our records indicate that the claim was placed on June 7, 2025, and dispatched to ************************** Upon inspection, the technician reported that the rollers, bearings, and tensions require replacement in addition to installing new cables. Based upon this information, CHW determined that the claim is non-covered due to the contract exclusion for "doors and door track assemblies" in accordance with section D(16) of the User Agreement.
Lastly, the customer is not entitled to a full refund upon request for cancellation in accordance with section H(2) of the User Agreement, "If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law."
Nonetheless, in goodwill, *** is pleased to offer the customer a full refund in the amount of $595 with cancellation. Should the customer wish to accept as resolution to this matter, they may email ***************************************************************.
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:06/26/2025
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.
In May of 2025, I filed a claim for my dryer to have someone come out to take a look at it. The issue was burning smell and noise. A company was assigned to the claim for repairs on May ******, ************************ *********** reached out by text and informed me an appointment was scheduled for May 15, 2025. The technician arrived and informed me there was an issue with drum and it would to be replaced. However, the technician needed to order the part and it would be another two weeks for the repairs to be completed. *********** was informed by text the dryer was not completely put back together in the front and was no longer heating. The technician arrived back May 28th and stated the dryer needed a sensor replaced and it was now working. The dryer worked for all of two weeks and began not heating. I contacted *** to file not only complaint but to also request another company be assigned. I was told I would be contacted the following Monday June 9, 2025, by a supervisor. Once again the company contacted me by text on which I requested to physically speak with someone instead of the text messaging. I was told they only communicate through text; weird! The tech was available to come out the next day but I was out of town, so then it pushed the time back a week. There is no way to speak to an actual person, there's no website for this company, which is very strange in 2025! I wanted another technician assigned. The tech that had been coming out left my walls and appliance filthy! I had to cleanup after him, leading all the way up to my front door. I told the rep ***** from BlueTech and her response was she would tell the tech, lol. This has been a very lengthy waiting period, especially for my family of 6 .
Business Response
Date: 06/26/2025
Stephanie W.,

Choice Home Warranty (CHW) apologizes for any frustrations
the customer may be experiencing regarding their dryer claim (no.: 283867637).

On May 8, 2025, the customer placed a claim stating that something
was missing from the inside of the dryer and there was a burning smell. CHW dispatched
the claim to our vendor network and scheduled Blue Tech Mechanical Inc. for 5/15/25.
Based on the diagnosis received CHW authorized the technician to replace the
rollers.

CHW did not hear from the customer regarding this matter again
until 6/22/25 wherein he stated that he was experiencing the same issues. The
customer also requested CHW reassign the claim. Please refer to section B(6) of
the Service Contract, “We have the sole right to select the Service Provider.”

However, CHW informed the customer that the claim was
outside of the recall window. Please refer to section B(5) of the Service Contract,
“If work performed under this contract should fail within 30 days, We will
correct the failure without a Service Fee.”

Please be advised that the customer will need to place a new
claim as the current claim is outside of the recall window. In addition, a new
service call fee will be due. Please refer to section B(4) of the Service
Contract, “You will pay a trade service call fee in the amount set forth in
Your Coverage Details ("Service Fee") to the Service Provider for
each service request you submit to Us.”

CHW requests this matter be closed.

Thank you,
Michelle C.
Initial Complaint
Date:06/25/2025
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 received an offer annual warranty for 3 years, I understood that the 3 years would be paid annually, but found out they came out monthly. I wrote it off as my misunderstanding and let it be.Sometime after I had to file my first claim. Out of nowhere the glass on my oven broke. Not due to misuse or an accident, it happened while using and weirdest thing. After the technician came out the claim was denied because the issue was only the appearance of the appliance, even though I could not use it. I tried to appeal and it was denied. I accepted that and moved on.Sometime went by and had to file another claim, that one went through with no issue, so I thought all was good.Recently my washer stopped working properly, so I filed another claim. Tech came out and him and I talked about how the suspension on my brand washer gets worn and that was the issue. A couple days later I received an email that my claim was denied, because the damage occurred due to overloading of the washer. Im unsure how that determination could have been made, as I live in a 2 person house, I do regular loads of laundry, and I have whats considered a high capacity washer. So once again I appealed. The claims person I spoke with said repair was not considered a failure, and the policy only covers failures due to normal wear and tear nothing was mentioned about overloading until I said that is the reason why it was denied. I also asked the claims person how worn shocks on a washer is not considered a failure as I cannot use my washer but did not receive a response.I did also let the claims person know if you ****** my brand washer and balance issues you will find many posts where people had issues and she told me that I had to reach out to the manufacturer. Several excuses were made how not to cover my claim. When I asked to cancel my remaining plain which is over a year I was told that even though I paid for 3 years and there was over a year left I was not eligible for refund.
Business Response
Date: 06/26/2025
********* *.,
Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the oven/stove claim (claim no. 212101804) and the washer claim (claim no. 288994834).
In regard to the oven, our records indicate that the customer placed their claim for service on August 27, 2023, stating that glass on the oven door cracked. CHW dispatched California TV ***************** who reported that the inner glass panel is broken and that the cause of failure was "unknown".
Based upon this information, CHW determined that the claim 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 prompting assignment of a Case Manager, and it was explained that the inner door glass is designed to withstand heat and does not crack under normal operation. Therefore, the customer was informed that the claim would remain non-covered.
With respect to the washer claim, our records show that the claim was placed on June 15, 2025, stating that the spin cycle is not working. CHW dispatched Mr. *********** LLC who reported that the shocks and drain pump require replacement. The technician also listed the cause of failure as, "manufactory defect or overload is present because washer is 4 years old only".
Based upon this information, CHW determined that the claim is non-covered in accordance with section A(2) as the failure was not the result of normal wear. The customer placed an appeal, and a Case Manager was assigned on June 21 for handling. Nonetheless, CHW stands on the determination as the failure was the result of either overloading or manufacturer defect, which is not a normal wear and tear failure.
Lastly, the customer is not entitled to a refund should they wish to proceed with cancellation in accordance with section H(2) of the User Agreement, "If You cancel at any time after the first 30 days from the Order Date: We will pay You a pro rata refund of the Agreement Fee paid for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of: A. $50, or B. such amount as is permitted by law."
Please find the refund breakdown below:
Contract Price: $1,485.00
Contract Term: 03/10/2023-09/10/2026 (3-year term with 6 months free)
Cancellation Fee: $25.00
Monthly Pro-Rate: $1,155.00 ($41.25 x 28 months)
Service Costs: $375.00
Total Refund: $0.00
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: 06/26/2025

Complaint: 23520301

I am rejecting this response because:

I am now hearing another new reason for why this would not be covered and that is possible manufacturers defect. I looked up and average lifespan on shocks for a ******* top load washer is 5 years my washer is about 4-1/2 years old. If Im within average span of similar brand/type washers why would it not be considered normal? Washing machine brand are different, it is no different than comparing a *** to a ****** or Honda.

Regards,

****** Record
Business Response
Date: 07/09/2025
********* *.,

CHW is sorry to hear of the customers continued frustrations;however, the claim determination was issued based upon the diagnosis provided to us and in accordance with the terms set forth in the contract.

As per the technicians diagnosis, the failure was the result of, manufactory defect or overload is present because washer is 4 years old only.

Please be advised, *** has not revised or amended the claim determination which was issued stating, it has been determined that the washing machine has faulty components resulting from misuse due to overloading and will require further service. This is not considered normal wear and tear and would not occur under normal operating conditions. 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.

Further, CHW excludes coverage for failures that occur due to manufacturer defect, which is not a normal wear and tear failure. In accordance with section E(7) of the User Agreement, We are not responsible for any repair, Replacement, installation,or modification of: 1) any Covered Item arising from a manufacturers recall or defect of said Covered Items.

There is no further action CHW will take. If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.

This matter should be closed.
Thank you,
**** *.
Consumer Advocate

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