Home Warranty Plans
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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
- 11,357 total complaints in the last 3 years.
- 3,105 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/25/2025
Type:Service or Repair IssuesStatus: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 am writing to formally lodge a complaint regarding the handling of my air conditioning repair claim under Home Warranty Policy #*********.I submitted a claim after my homes air conditioning unit failed. It has now been over three days, and despite numerous calls and follow-ups, I have received no resolutiononly repeated delays and conflicting information.The **** contractor assigned to the job informed me that the replacement part needed for the repair was mistakenly shipped to ******** by Choice Warranty. I reside in *********. This error has caused a significant delay in service, and unfortunately, no one at Choice Home Warranty has taken responsibility or offered a clear plan to correct the mistake.This situation is unacceptable, especially given the extreme heat we are currently experiencing. The ongoing delay is placing my familys health at risk, particularly my two very young daughters who are especially vulnerable to high temperatures.I am requesting immediate action to:Expedite shipment of the correct part to the appropriate address in **********Ensure priority scheduling for repair upon delivery of the part.Provide a clear and accountable point of contact for resolution.I expect a response within 24 hours.Sincerely,Yanima *********Business Response
Date: 06/26/2025
********* *.,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 289411384).
On June 17, 2025, the customer placed a claim stating that the air conditioner was not cooling. *** dispatched the claim to our vendor network and scheduled ********************************* for 6/18/25. Based on the diagnosis received, *** approved the claim 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 $2,500.00 for lineset modifications, PVC/condensate drain, electrical modifications, hardware, condenser pad, insulation and fittings. 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.
Line Set: $372.87
PVC/Condensate Drain: $233.85
Electrical Modifications: $437.71
Hardware: $480.18
Condenser Pad: $309.38
Insulation: $338.71
Fittings: $328.30
Total: $2,500.00
On 6/19/25, the customer accepted the charges and CHW placed an equipment order. The estimated date of delivery/pickup was 6/24/25. Although the technician stated that he needed the equipment shipped to a ********* location. Therefore, *** updated the equipment order and we are currently pending confirmation from our supplier, Carrier, regarding availability in the **********, ** location.
Please refer to section E(13) of the Service Contract, 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.
Thank you,
******** *.Customer Answer
Date: 06/27/2025
Complaint: 23519964
I am rejecting this response because:
They said that they were working on getting the transfer done to WI and I called the supplier in IL on 6/27/25 and they still have the equipment and they also indicated they have no transfer request from the company
Regards,
Yanima *********Business Response
Date: 07/01/2025
********* *.,
As of today (7/1), CHW informed the technician that the equipment is ready for pickup at our supplier Motili in the *********, ** location. We provided the following update to the customer as well. Once the technician picks up the equipment,he will contact the customer to schedule installation.
CHW requests this matter be closed.
Thank you,
******** *.Initial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus: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.
Our air-conditioning went out. Weve had two diagnosis and four technicians assigned two came gave the same diagnosis. The other two never showed in the a lot of timethat they told us to be available. They keep telling me they have to sell another person out to do the same thing that the last two guys did thats making us wait. The temperature has been over 9 the last five days. I cannot get anybody to respond to me and they keep wanting me to get another diagnosis.I told them weve had to by two of your technicians. Why do we have to have a third one when you know it has to be replaced they told me that I have a supervisor called me and that has not happened but they keep charging my car for the price of warranty every month. I would just like to get my air condition fixed in a timely manner as opposed to getting the runaround by the company.They want me to go through hoops and find my own technician, but thats difficult. And so its been very difficult dealing with them.Business Response
Date: 06/26/2025
Stephanie W.,
Choice Home Warranty (CHW) apologizes for any frustrations
the customer may be experiencing regarding their air conditioner claims (no.:
281521988; 288831409).
On April 21, 2025, the customer placed a claim stating the
air conditioner was not getting cold. CHW dispatched the claim to our vendor
network and scheduled The Incredible HVAC for 4/22/25. Based on the diagnosis
received, CHW approved the claim for a new condenser. CHW was supplying the
condenser and covering the technician’s labor. There were noncovered charges
due to the technician in the amount of $1,830.00 for supply and return
modifications, electrical modifications, line set and condenser modifications,
and an additional helper for the indoor unit.
On 4/26/25, notification was emailed to the customer.
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.”
Additional Helper: $180.00 (indoor only)
Supply and Return Modifications: $700.00
Electrical Modifications: $500.00
line set and condenser mods $450.00
Total: $1,830.00
On 5/10/25, the customer stated that he did not have electricity
and inquired as to when the claim would expire. CHW informed the customer that
the claim would close out after 30 days.
On 5/26/25, the customer provided an additional update
stating a recent storm caused the delay on his end.
CHW did not hear from the customer regarding this matter
again until 6/13/25 wherein he stated he wanted to continue with ordering
equipment. CHW advised the customer that the claim was closed and a new claim
was required. The same day a new claim (no.: 288831409) was placed for the air conditioner
not cooling.
Our most recent records indicate that an appointment is
scheduled with A+ HVAC and Plumbing LLC for 7/1/25 between 7:00AM – 11:00AM EST.
Notification was emailed to the customer today (6/26) with the technician’s
contact information and appointment details.
CHW requests this matter be closed.
Thank you,
Michelle C.Initial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus: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 2/15/25 my washing machine starting leaking damaging the wall and floor. *** sent out a technician to inspect the damage. He shut off the water until a mitigation company could come out and assess and repair the damage. *** refused to pay for the damage to the wall and floor. While waiting for mitigation to be complete, the technician quit. The next 5 technicians that *** assigned failed to ******* the meantime, I filed a claim for my garbage disposal. The technician arrived and replaced my garbage disposal. I told him about the washer, and he said he would contact CHW, but when he found out he wouldnt get a service fee due to it being a callback, he refused to come back and got quite nasty. The next couple of technicians refused to show.Finally, today, a technician arrived and sought authorization to fix the washer. Instead of authorizing a repair CHW offered me $600 for a new washer. The cost to replace my current washer is at least $1200.I spoke with someone today who refused to give me her name and wouldnt stop talking long enough for me to ask a question and constantly interrupted me.Stay away from this company. They used to be quite good, but now they are useless. Ive been 4 months without a washing machine and Ive spent hundreds of dollars at the laundromat. The $600 they offered wont even cover that.Also, I had two other smaller claims filed and they were closed by *** before they even sent out a technician.Pick a different home warranty company. Stay away from this one.Business Response
Date: 06/26/2025
Stephanie W.,
Choice Home Warranty (CHW)
apologizes for any frustrations the customer may have experienced regarding the washer claim (claim no. 287861644).Our records indicate that CHW approved replacement with a buyout in the amount of $629.10 in accordance with section E(4) of the User Agreement, "We have the sole right to determine whether a covered system or appliance 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 back 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 system, component or appliance."
The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the 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. Therefore, the buyout was not increased in accordance with the terms of the contract.
With respect to the customer's request for laundry expenses, please be advised, CHW is not responsible for consequential or indirect damages in accordance with section E(2) of the User Agreement, "You hereby waive all rights to claim, attorneys' fees, indirect, punitive, incidental and consequential damages and any other damages..."
Nonetheless, in goodwill, CHW is pleased to offer the customer a buyout increase from $629.10 to $699 as a final offer. The customer may confirm their acceptance by emailing [email protected]. Upon acceptance, a check will be mailed within 30 days in lieu of a Lowe's eGift card which will allow the customer to shop at a retailer of their choosing.
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 contact.
While we regret to hear of the customer’s frustrations, HWA
has abided by the contract terms and conditions and requests this matter be
closed.Thank you,
Lori M.
Consumer AdvocateInitial Complaint
Date:06/25/2025
Type:Product IssuesStatus: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.
Have had this policy for ten months at $53 a month have put in a claim for refrigerator repair 4 times and have had no one ahow up for repair called and wanted to cancel policy and get a refund for the last months change was told they don't do refunds they were submitting a new claim and have had no response now want a full refund of $530 am done with themBusiness Response
Date: 06/26/2025
Stephanie W.,
Choice Home Warranty (CHW)
apologizes for any frustrations the customer may have experienced regarding the refrigerator claims (claim nos. 278990861 and 289936600).Our records indicate that the customer placed their initial claim for service on March 31, 2025, stating that the unit is not freezing properly. CHW assigned the claim to Nomad Appliance, LLC to submit the diagnosis; however, the technician requested to be removed from 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..."
As a result, the claim was returned to dispatch and reassigned to R Spencer Home Improvements with an appointment scheduled for April 11; however, the technician became unresponsive to the customer and was subsequently removed from the work order. Thereafter, the claim closed after 30 days of inactivity.
On June 20, the customer placed their most recent claim for service on the washer which is currently pending assignment and has been escalated with the dispatch department in order to locate an available technician to service the work order as soon as possible.
In regard to the customer's request for a full refund, the customer is not entitled to a full refund upon cancellation as they are monthly contract holders and did not pre-pay for term coverage. Per section H(2) of the User Agreement, "We will pay You a pro rata refund of the Agreement Fee paid for the unexpired term..."
Nonetheless, in goodwill and in lieu of awaiting scheduling, CHW has terminated coverage and has authorized a full refund in the amount of $478.71 as resolution to this matter. Please be advised, the customer may receive an automatic cancellation notice from CHW, however they may disregard the notification as it may indicate an inaccurate refund amount.
The refund check will be mailed to the following mailing address: Bruce Saltsman, 9630 Main St, Machias, NY 14101. The customer may email [email protected] should they wish to provide an alternate mailing.
CHW requests this matter be closed.
Thank you,
Lori M.
Consumer AdvocateInitial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus: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 20 we contacted Choice Home Warranty with regard to our air conditioner not functioning. Since we had coverage we were expecting a technician within 48 hours. We were told we could get our own technician after that time period. We had to have authorization prior to calling a technician. After five days weve waited without a technician or a callback to have authorization to get our own technician for repairs. Weve experienced three days of Excessive heat in our home. We have several small children whose health is at stake. Every time we contact them they do not transfer us to a customer service representative nor do they send us the appropriate website link to have a technician of our room.Business Response
Date: 06/26/2025
Stephanie W.,
Choice Home Warranty (CHW) apologizes for any frustrations
the customer may be experiencing regarding their air conditioner claim (no.: 289832074).
On June 20, 2025, the customer placed a claim stating that
the air conditioner was not cooling and CHW dispatched the claim to our vendor
network. An appointment is scheduled with Davis Appliance Company for
6/30/25 between 11:00AM – 3:00PM EST. Notification was emailed to the customer
on 6/25/25 with the technician’s contact information and appointment details.
Please refer to section B(6) of the Service Contract, “We
have the sole right to select the Service Provider.”
CHW requests this matter be closed.
Thank you,
Michelle C.Initial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus: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 purchased my home Sep '24, and at that time I also purchased the 'Ultimate' warranty coverage plan from Choice Home Warranty (*************************************. ************** or **************). I paid $660, the annual fee for their 'Ultimate' plan in order to provide for repair or replacement of key home systems and appliances. My Viking Professional Wine refrigerator failed recently, and I filed a claim with Choice. I was assigned claim # ********* and my Choice contract is #*********. They sent out a technician from SOS Appliance who diagnosed the problem and advised that the appliance required a new compressor. He advised that he would file his report with Choice and upon approval would source the required component and return to replace the compressor. The following day I received an email from Choice advising that *************** they were recommending replacement instead of repair and offering me an e-card to Lowes in the amount of $572 so that I could pick the unit I wanted. The appliances in my kitchen are a matched set of the Viking Professional Series and the least expensive I can find for the wine refrigerator is $3,907 +tax, delivery and installation. I contacted Choice and was assigned a Case Manager who called me to discuss the situation today. It was the most unprofessional discussion I have ever experienced. The agent who called told me there were units at ******* that would hold the same number of bottles as my Viking unit and that Choice was basically only responsible for covering the cost of a replacement unit that would meet that criteria. He quoted me 'fine print' that alleviates Choice having responsibility for brand, quality or dimensions! I was not aware of these quite ridiculous limitations. As the conversation pursued all I could think of was ... "this is a scam". The Viking unit is multi-functional, high-quality, matches all the other appliances in my kitchen and fits a precisely built section of my cabinetry. I need help from BBB.Business Response
Date: 06/26/2025
Stephanie W.,
Choice Home Warranty (CHW)
apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 289440781).Our records indicate that the customer placed their claim for service stating that the wine cooler refrigerator is not working properly. CHW dispatched SOS Appliance, LLC to submit the diagnosis.
Upon inspection, CHW approved replacement with a buyout in the amount of $562 in accordance with section E(3) of the User 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 stating that all the appliances in their home are Viking, 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. Therefore, the buyout was not increased in accordance with the terms of the contract.
Nonetheless, in goodwill, CHW is pleased to offer the customer a buyout increase from $572 to $599 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.
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 AdvocateCustomer Answer
Date: 06/26/2025
[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 23518406, and find that this resolution is satisfactory to me.
Regards,
John CrowtherInitial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus: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 have had a contract with Choice Home Warranty since 2021. My AC isnt working right so I put in a claim. I put the claim in on June 10th and still dont have a date for a technician to check it out. I have called several times They said today that they dont have a company that will take the jobBusiness Response
Date: 06/30/2025
Stephanie W.,
Choice Home Warranty (CHW) apologizes for any frustrations
the customer may be experiencing regarding their air conditioner claim (no.:
288177391).
On June 10, 2025, the customer placed a claim stating that
the air conditioner was not cooling. CHW dispatched the claim to our vendor
network but due to high demand, we experienced delays.
As an alternative, CHW offered the customer our
reimbursement option, but she declined.
Our most recent records indicate an appointment is scheduled
with ProCore Building Maintenance & Construction for 7/1/25 between 11:00AM
– 3:00PM PST. Notification was emailed to the customer today (6/20) with the
technician’s contact information and appointment details.
CHW requests this matter be closed.
Thank you,
Michelle C.Customer Answer
Date: 06/30/2025
[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 23518050, and find that this resolution is satisfactory to me.
Regards,
Mary PatteeInitial Complaint
Date:06/25/2025
Type:Order IssuesStatus: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.
Complaint taken over phone by BBB representative BA Consumer signed up for service in April 2024 for 3 1/2 year senior VIP policy. It cost $1485. She did not use the policy until May of 2025 when she discovered a leak in one of her bathrooms. The leak was going down to the basement. She called on May 30 and was given a June 10 appointment. The problem got worse and she ended up calling a plumber who repaired the leak in the toilet on June 4. The cost was several hundred dollars. Her stove broke down at the end of May. When she called Choice, she was told she already had a claim and can only have one claim at a time. They finally did arrange for a repair. The repairman came out on June 13 and spend about 8 minutes. He spoke no English. He asked for a check for $75. She refused and said she already paid Choice and had verification of payment. He could not get the front of the stove off to look at the mother board. He left without fixing it. She then received notification that Choice would not fix the stove because it was not due to normal wear and tear. She was told to fill out a form within 4 days to appeal to a case manager but the form was removed from her screen.Business Response
Date: 06/26/2025
Stephanie W.,
Choice Home Warranty (CHW)
apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 286816090) and the oven claim (claim no. 289110556).In regard to the plumbing system, our records indicate that the customer placed their claim for service on May 30, 2025, stating that there is a leak in the ceiling and master bathroom.
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."
CHW assigned the work order to Safekeep Home Repair with an appointment scheduled for June 10; however, the customer confirms that they elected to have the repairs completed prior to the scheduled appointment. Please be advised, CHW does not provide reimbursement for unauthorized services in accordance with section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval."
On June 16, the customer placed their subsequent claim for service on the oven stating that the touchpad is not working properly. CHW dispatched Speed Service, LLC who reported that the control panel failed as result of power surge. 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 User Agreement, "All systems (a) must become inoperative due to normal wear and tear."
The customer was provided with the opportunity of placing an appeal within seven (7) days of receipt of the determination letter; however, an appeal has not been submitted to date.
Lastly, in regard to their request for a full refund, in accordance with section H(2) of the User Agreement, "If You cancel at any time after the first 30 days from the Order Date: We will pay You a pro rata refund of the Agreement Fee paid for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of:
A. $50, or B. such amount as is permitted by law."Nonetheless, in goodwill, CHW is pleased to offer the customer a full refund in the amount of $1,485 with cancellation. Should the customer wish to accept as resolution to this matter, they may email [email protected].
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 AdvocateInitial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus: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.
Warranty claims to replace appliance but will only reimburse consumer for replacing it at "their cost" which is less than half of retail price, therefore the appliance CANNOT be replaced. I then requested that they replace it themselves, but that is not an option given to the consumer.I was offered ****** store credit at ******. The same model of my dishwasher, new, is $499. Therefore, they are not replacing my dishwasher, as ****** cannot replace it at that price. I would like a replacement dishwasher as their policy states they will provide.Business Response
Date: 06/26/2025
Stephanie W.,
Choice Home Warranty (CHW)
apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 289378822).Our records indicate that CHW approved replacement with a buyout in the amount of $272 in accordance with section E(3) of the User 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 requesting the amount be increased to the retail cost of replacement for the same brand, 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 brand, color or dimensions.
Nonetheless, in goodwill, CHW is pleased to offer the customer a buyout increase from $272 to $499 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.
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 AdvocateCustomer Answer
Date: 06/26/2025
[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 23516944, and find that this resolution is satisfactory to me.
Regards,
Christine JelliffeInitial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus: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.
My air conditioner quit working (June 2nd)Choice assigned J P HVAC I was told they would contact me. Never heard back. After a couple of days I called Choice and they assigned ***** (which came the next day) The tech needed to order a part After a few days of waiting, I checked the status, it showed it was cancelled !?,Next, I was assigned True Comfort who claimed the problem was electrical. So, I had to open a new claim and pay another $100 The electrician came and said it wasnt electrical. Called Choice and they sent True Comfort again. Now he claims the duel zone control board had to be replaced and he would order it. Today I get a message from Choice claiming that part isnt covered!Its been 3 weeks . We get super hot here (*******************) and my ************************************************ appreciate whatever help you can provide. Thank youBusiness Response
Date: 06/25/2025
Stephanie W.,
Choice Home Warranty (CHW) apologizes for any frustrations
the customer may be experiencing regarding their air conditioner claims (no.:
287225293; 288080446).
On June 3, 2025, the customer placed a claim stating that
the air conditioner was not turning on. CHW dispatched the claim to our vendor
network and scheduled JB Air Inc. for 6/6/25. Although on 6/7/25, the customer
closed the claim via the customer portal.
On 6/9/25, the customer placed a new claim stating that the
air conditioner was not cooling. CHW dispatched the claim to our vendor network
and scheduled Sears Home Services for 6/10/25. The technician reported that the
zoning board and control board failed. However, he does not do zoning. Therefore,
CHW reassigned the claim to True Comfort HVAC Inc. - Sacramento CA for 6/13/25.
Based on the diagnosis received it was determined that a separate
trade was required (electrical system). As a result, an electrical claim (no.:
289176919) was placed stating there was no power to the inside unit. CHW
dispatched the claim to our vendor network and scheduled Kaizen Electrical
Solutions for 6/17/25.
On 6/17/25, the customer informed CHW that the technician stated
the issue was not electrical. Therefore, CHW recalled True Comfort HVAC Inc. - Sacramento
CA for 6/20/25. Based on the diagnosis received it was determined that the zone
control board malfunctioned due to a power surge and/or power failure and must
be replaced. Failures or conditions caused by power failures and/or power surge
are not the result of normal wear and tear. Please refer to section A(2) of the
Service Contract, “All systems 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. However, no appeal has been made to date. If the customer
chooses to appeal, she will be assigned a Case Manager to address her appeal.
CHW requests this matter be closed.
Thank you,
Michelle C.
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