Home Warranty Plans
Choice Home WarrantyComplaints
This profile includes complaints for Choice Home Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11,345 total complaints in the last 3 years.
- 3,093 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:08/02/2022
Type: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.
My parents filed a claim with their home warranty company, Choice Home Warranty, on July 13. (Claim # *********). Choice referred their claim to a local company, *************************** out of **********, *******. ****** sent a technician out and he added freon to the unit and then stated a part would need to be ordered. The part would be in by Friday, July 15. That date came and passed and no word from ******. My parents called ****** and they said the part would be ordered again and would be in in a weeks time. Once again, the part was not sent and no one contacted my parents to update. Finally, ****** stated that they could not get the part at all and that Choice would have to order the part and have it sent. My parents contacted Choice again and they stated they would reassign the claim to another company. Meanwhile, my parents, who are 85 YEARS OLD, have been living in a home without AC since July 13. In *******. I attempted to speak with some one to get the claim expedited but their customer service department just reads the same paragraph over and over and will not actually try to solve a problem. I spoke with a Supervisor in customer service, ****** (she would not give her last name. Very sketchy) employee #****, and she said there was nothing she could do. She also told me that there is no one above her who could make any decision and that she reports directly to the *** of the company and she was the top level of customer service. Pretty sure that's not entirely true. Some one at that company need to personally call each provider in my parent's area and get an appointment set up for today. They have suffered long enough with everyone from Choice, their service provider, ******, and their completely inept customer service department passing the buck. Choice needs to provide the service they are paid to do in a timely manner. It's been almost 3 WEEKS in JULY, in *******, for my 85 YEAR OLD parents to be without AC.Business Response
Date: 08/08/2022
Dear ********:
Choice Home Warranty (CHW) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 164734426).
On July 11, 2022, the customer submitted a claim for the air conditioner stating that it is not cooling properly.
CHW dispatched ********************************** to submit the diagnosis. Upon inspection, CHW approved the replacement of the control board and the technician placed the order for the part accordingly.
On August 1, 2022, the customer contacted CHW stating that the technician cannot supply the part as it is no longer available. CHW also contacted the technician and confirmed he is unable to supply the part.
On August 3, 2022, CHW reassigned the claim to Accu-Air to submit the diagnosis and CHW again approved the replacement to the control board. The repair has since been completed.
While we regret to hear of the customer's frustrations, CHW has abided by the terms of the policy and requests this matter be closed.
Sincerely,
The CHW Team
Initial Complaint
Date:08/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a claim with Choice Home Warranty on June 19, 2022. A technician diagnosed that my unit and evaporator coil need to be replaced. I paid $400 for the evaporator coil to be ordered. As of today, August 2, 2022, I still am hearing the excuse that one of the items is not available. Two weeks ago it was the evaporator coil. Yesterday, I was told that the unit is not available. When I contacted the president of the company by both phone and email, I have not gotten a response. This is the message that is given before filing a complaint with the BBB. No one is responding when I put my concerns in the Choice portal. When I call customer service, they tell me that they are going to contact the technician. **************** is not calling me back. No one is talking to me except the technician who says that Choice orders the parts and the parts are not available. I need someone from Choice to call me, and I need my unit and coil installed. Six weeks is too long to go without air.Business Response
Date: 08/08/2022
Dear ********:
Choice Home Warranty (CHW) is sorry to hear of the customer's frustrations regarding her air conditioner claim (claim no. 161933572).
On June 19, 2022, the customer placed a claim for the air conditioner stating that it is not cooling properly.
CHW assigned the claim to TempChangers HVAC to submit the diagnosis, however the customer contacted CHW requesting the claim be reassigned to Expert Heating & A/C *************** Based on the customer's request, CHW reassigned the claim to Expert Heating & A/C *************** Upon inspection, ***** was added and the unit returned to normal operating condition.
On June 24, 2022, the customer contacted CHW advising that the unit is not properly cooling again. CHW dispatched Expert Heating & A/C ************** back to the home to further diagnosis the failure.
On June 30, 2022, CHW approved the complete replacement of the air conditioner and placed the equipment order accordingly.
On July 21, 2022, Expert Heating advised CHW that the order status shows that the evaporator coil is ready however the condenser is not available due to supply chain issues. As such, CHW requested that the technician supply the condenser and provide his cost for same.
On ******************* approved and authorized the funds for the technician to supply the condenser.
As of today, August 8, 2022, CHW contacted the technician who advised that the repair will be completed by the end of the week.
While we regret to hear of the customer's frustrations, CHW has abided by the terms of the policy and requests this matter be closed.
Sincerely,
The CHW Team
Customer Answer
Date: 08/19/2022
Complaint: 17655659
I am rejecting this response because:Some of the content of their response is true, but there are many gaps in what is happening. One of my main complaints aside from getting my unit replaced is to be contacted by the company, which still has not happened. The only time that I know what is going on is when I contact the technician.On July 12, I contacted CHW. Their response is to contact the technician whose response is the delay is the fault of CHW. In the meantime, my family and I are suffering with no compensation.One of my biggest issues is the time frame between June 30 and July 21--3 weeks.Three weeks with temperatures consistently over 95 degrees. Because of the company's failure to communicate properly with me, I have taken off work (July 21) to wait at home with the expectations of getting my unit installed. I only found out the installation would not take place because I contacted the technician.During this time frame-June 30-July 21- I have called customer service several times. Each time on these recorded calls, I was told that they would look into my issue and call me back. No one ever called me back. It was then that I took my frustrations to the BBB site. Upon starting the complaint on the BBB site, a message popped up asking me to contact the office of the president before starting a complaint. I called the number three times and left my name and information. I also sent two emails. I still have not received a response. The content of the emails are below:As of today 8/11/22, I still do not have an A/C unit or evaporator coil. It has been almost 2 months. This process started in June. I feel as if Choice has abandoned me and doesnt care about the welfare of my family. Im at a loss of what my next steps should be. The company seems to be following the lead of the president of the company and not only not responding but blatantly ignoring my appeals for help. What Choice has perfected in the last two months is turning a deaf ear to my requests to speak with someone regarding this situation.
My question has now becomeWhat policies do you have in place to compensate customers when you have been a disservice to them? At this point, Im more disappointed in this company than anything.
I dont understand why my case hasnt been escalated.
Im writing this out of frustration and not expecting to hear back because your track record has proven that you do not care about me as a customer BUT you deduct my premium EVERY month. Why must I be timely when you are not?
Signed,
A Very Dissatisfied Customer> On Aug 1, 2022, at 6:48 PM, *************************** <*********************> wrote:
>
> ?I have been a Choice customer since 2020. I loved (past tense) the company so much that I encouraged my friends and coworkers to sign up.> Our relationship status has shifted.
>
> I filed a claim with Choice on June 19, 2022. The technician said that my A/C unit and evaporator coil need to be replaced. I paid Choice $400 immediately for the coil.
>
> Today is August 1, 2022, and Im still being told that the condenser is not available. Two weeks ago, I was told that the evaporator coil was the cause of the delay.
>
> I have been timely with all of my payments until now. My debit card was compromised, and I had to be issued a new one. That is the card tied to this account. That realization was made when I tried to log into my account to voice my concern . I was refused access to my account until I update my payment information. I am very hesitant about doing so because I have patiently waited for six weeks for a unit and still do not have one.
>
> I called customer service, and they were very unhelpful. I received this contact information after visiting the BBB site and the request was to contact you before submitting a complaint.
>
> I have been patient, but I live in the south, and the heat is unbearable. The average temperature for the past two months has been >90 degrees, not including the humidity.
>
> Six weeks is too long for me to believe that this process should take. I do not know what is considered a reasonable wait time from the time of diagnosis until a resolution is made, but somehow I do not think it should be this long.
>
> I have not been offered anything but excuses from Choice. I am so, so disappointed with the service that I am receiving. I do not think it is fair to my family and me. We have had to uproot our entire existence and have been staying with family for almost two months because Choice does not compensate for hotels. This is not fair, and if the tables were turned, I do not think you would accept this from another company.
>
> ***************************
> **************************************************************** 38125
> ************
> Policy number 293305695
> Claim number 161933572First of all, I do not like unkept promises. CHW promised that they would replace my unit and are always thanking me for being a loyal customer. Second of all, I do not like the fact that they are blatantly ignoring my appeals for assistance. Third of all, they are disregarding the fact that they have not upheld their end of their contract after almost 2 months have passed since they agreed to replace my unit.On August 12, I contacted the technician. It's very frustrating because all contact is initiated by me. I was told that a condenser unit was secured by the technician but the evaporator coil could not be picked up because the invoice had both the condenser and evaporator, but the technician needed CHW to remove the condenser from the invoice because it was not actually available. The technician secured a condenser separately. The delay is still the fault of CHW even though the technician had secured the condenser.Me initiating contact on July 31/August 1:August 3 conversation initiated by me:On August 4, my frustration led me to social media. This is the response that I received from their social media team:August conversations initiated by me:Thursday, August 11, conversation initiated by me.Communication is so poor with this company that I seriously thought they had closed my claim.At this point, it is obvious that the customer is not their main concern neither is customer service. Instead of being apologetic and/or compensatory for the inconvenience they have caused my family, I am having to spend valuable time composing emails defending why I still do not have air.As of today, August 14, 2022, I still do not have a condenser or evaporator coil installed. Neither have I received a call from CHW.
Regards,
***************************Business Response
Date: 08/22/2022
Dear ********:
CHW is sorry to hear of the customer's continued frustrations.
On August 22, 2022, CHW contacted Expert Heating & A/C ************** who indicated that the repair has been partially completed and he is scheduled to return to the customer's home today to complete the installation accordingly.
CHW apologizes for the customer's frustrations.
Please refer to the terms and conditions under Resolution of Disputes should the customer wish to continue to pursue this complaint.
CHW requests this matter be closed.
Sincerely,
The CHW Team
Customer Answer
Date: 08/25/2022
Complaint: 17655659
I am rejecting this response because:The company still has not taken responsibility for or admitted fault when it took almost two months to complete the installation of my unit. The claim was approved on June 29th for replacement, yet it was not replaced until August 22nd. If this is a common turn around for replacement, then the fault lies in me for thinking that I had chosen a company with better service than this. I do not think that this is a common practice. This company dropped the ball and refuses to accept responsibility.
The company asked that I contact the office of the president, but my calls and emails were unanswered by this office in the same manner that my messages on their portal were left unanswered. I feel unappreciated and devalued as a customer. While I was waiting in my hot house for a unit, I still had to make monthly payments. This feels so unfair.
This replacement has not been free. I had to pay over $1600 for this horrible service in addition to making the monthly payments. I would have thought that they would have made it right by offering me some sort of compensation. Even when I asked to be compensated for buying a window unit until the replacement was made, I was told that they would not compensate this purchase.
I will be ending this relationship and will not be recommending this company to anyone else.
I was expecting much better service than this. I do not feel valued as a customer.
Please submit this complaint and publish it because potential customers need to know what to expect and not be blindsided as I was.
Regards,
***************************Initial Complaint
Date:08/02/2022
Type: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.
Contract did not state certain limitations. They refused to investigate my claim any further. Sent out technician once and concluded appliance was not in working condition when I purchased warranty so they denied my claim. **************** was rude and refused to assist in a timely manner.Business Response
Date: 08/08/2022
Dear ********:
Choice Home Warranty (CHW) is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 165996556).
On July 19, 2022, the customer placed a claim for the air conditioner stating that it is not cooling properly. CHW dispatched *******************. to submit the diagnosis. Upon inspection, it was reported that the unit requires replacement.
CHW communicated the claim determination to the customer stating, "It has been determined that the air conditioning unit is not cooling properly and shaking due to failure of the compressor and blower motor. Based on information obtained for the claim, the unit did not enter the policy in proper working condition. Please refer to your terms and conditions section A number 2; all systems must be in proper working order on the effective date of this home warranty agreement. Known or unknown pre-existing conditions are not covered."
The customer submitted an appeal and the Case Manager explained to the customer that this is pre-existing and we would not be able to assist with a pre-existing issue per policy section A number 2; All systems must be in proper working order on the effective date of this home warranty agreement. Known or unknown pre-existing conditions are not covered.
Due to the customer's dissatisfaction, the customer requested cancellation of her policy and was issued a refund in the amount of $1,165.00.
Nevertheless, as a goodwill gesture, CHW is pleased to offer the customer a check in the amount of $95.00 ($1,260 policy price minus $1,165 refund), which would indicate a full refund of the policy. Should the customer wish to accept, please contact ************ at *********************************. Please allow 30 days processing from day of acceptance.
Sincerely,
The CHW Team
Customer Answer
Date: 08/08/2022
[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. Please send $95 refund to complete full refund of policy.
Regards,
***********************************Initial Complaint
Date:08/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a claim earlier this year when our electric dryer failed. The Technician could not fix the dryer and recommended replacement. We replaced the dryer at a cost of $700. CHW offered $350 to pay for a refurbished dryer; alas no such dryer was available. After MONTHS of complaining and numerous calls CHW agreed to pay cost to replace to dryer and sent us a check for the difference. Shortly thereafter I went online to check the status of my prepaid five ( six) year policy only to discover that the contract expiration days was reduced by years!!!! Further complaints, over the course of months, finally resulted in having my contract expiration date reinstated. . . At this point I had had enough and decided to cancel my policy at which point ** informed me I would receive a return premium of $520. . . No surprise here, the return premium check was in the amount of $250. . . . Warning to anyone looking to do business with this company, turn 180 degrees and run. CHW is by FAR the worst company I have ever dealt with !!!!! Constant lies!! On hold forever and dropped calls, totally unworthy and thieves!!Business Response
Date: 08/08/2022
Dear ********,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding their dryer claim (no.: 149715916).
Our records reflect the customer was offer a replacement for their dryer in the amount of $335.00. The customer accepted the offer and requested the funds in the form of a check. The check (no.: ******) was mailed on April 19, 2022 and cashed on April 25, 2022.
In regards to the customers refund, a refund check (no.: 149420)in the amount of $250.00 was mailed to the customer on July 19, 2022. CHW is pleased to mail the additional $340.00 to account for a total refund of $590.00 as initially advised to the customer.Please allow up to 30 days for processing.
Thank you,
The CHW Team
Customer Answer
Date: 08/09/2022
Complaint: 17661335
I am rejecting this response because:
Fact, I did NOT accept CHWs offer of $335 to settle my claim (of $700)!Fact, CHWs offer was for a refurbished Dryer. No refurbished Dryers were available. I therefore bought a lesser model dryer trying to do CHW a favor.
Fact, CHW then changed the expiration date of my policy and then cancelled my policy and claimed that I owed THEM money to reinstate the policy!!!!FACT, I have yet to receive the return premium that a CHW representative told me I was entitled to!!
Fact, I will never do business with this ignoble Company again.
***********************
Regards,
***************************Business Response
Date: 08/11/2022
********,
As previously stated, the $335.00 check for the dryer was mailed and cashed by the customer.
As for the refund, CHW refunded $250.00 and mailed it to the customer on July 19, 2022. CHW has also authorized a refund for an additional $340.00 to constitute a total refund for $590.00. This is the amount that was initially quoted to the customer on July 15, 2022. CHW has honored the customers request to provide the additional funds. These funds will be mailed in the form of a check. Please allow up to 30 days for processing.
CHW requests this matter be closed.
Thank you,
The CHW Team
Initial Complaint
Date:08/02/2022
Type: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.
It has been 4 months to try to resolve a water heater issue, that ended up resulting in about $1,000 in water damage. If the water heater was replaced when it was suggested, none of this would have happened, they put it off, the water damage happened, now they are stringing me along.Business Response
Date: 08/05/2022
********,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 165247105).
Our most recent records reflect that the customer was approved for a supplied water heater. There were non-covered charges due to the technician in the amount of $450.00. The customer accepted the charges on July 28, 2022.
On August 4, 2022 CHW notified the technician that the part was available for pickup. The customer may contact the technician directly at ************** to schedule a repair appointment.
Thank you,
The CHW Team
Initial Complaint
Date:08/02/2022
Type: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 2/20/22 we made 2 claims on Choice Home Warranty's online portal under our account# ********* Claim# 1- ********* Air Conditioner still not working properly after a claim submitted 4/29/22 did not resolve the unit not cooling as it had it previous years. My communications through email and messaging on the portal have not been responded to. I have an elderly parent living in the home with terminal cancer who has had to endure almost an entire summer of an ****** heated home. We paid $900 for a warranty that covers such circumstances with Choice Home Warranty and this is unacceptable.Claim#*********** Refrigerator Repair Our icemaker hasn't been working for months now as we wait for service. A technician promised to return with a replacement icemaker over a month ago and has not been back or returned phone calls. Neither has Choice Home Warranty returned our messages for assistance. Buying ice from the grocery adds up!Business Response
Date: 08/09/2022
Dear ********:
CHW is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. *********) and refrigerator claim (claim no. 162011902).
In regards to the air conditioner claim, the customer submitted the claim on June 20, 2022 stating that the air conditioner is not cooling properly. CHW dispatched Hoosier Home Comfort Air to submit the diagnosis.On August 9, 2022, CHW approved the claim and will be forwarding correspondence to the customer with details of the approval.
With respect to the refrigerator claim, the customer submitted the claim stating that the unit is not making ice. CHW dispatched ************** to submit the diagnosis. Upon inspection, CHW approved the repair and the authorized the technician to order parts.
Based on the customer's complaint, CHW has submitted a complaint against the technician for not completing the authorized repair, waived the service call fee and reassigned the claim to *********************** with an appointment date of August 22, 2022.
While we regret to hear of the customer's frustrations, CHW has abided by the terms of the policy and requests this matter be closed.Sincerely,
The CHW Team
Initial Complaint
Date:08/02/2022
Type: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 complaint back on June 10, 2022 for our AC unit. The first company they sent out canceled their appointment 3 times and when they showed up didn't have any tools or appearance of being an actual company. After 3 weeks we attempted to find our own company but Choice Home Warranty would only reimburse us $270 of $3K. So we waited for another two weeks for them to assign another tech that failed to show up again. After over a month of waiting for them, we finally found our own technician. I talked with **** at ************ on July 18, 2022 and he said they would approve our technician claim for $841.25 and we would receive a check for that amount in **** business days. It is now OVER those 10 days and we still have not received any check for reimbursement. We would like this check ASAP so we can cancel our service with this company.Business Response
Date: 08/05/2022
Dear April,
Choice Home Warranty (CHW) apologizes for the continued frustrations the customer is experiencing regarding their air conditioning claim (#*********).
On July 16, 2022, the customer opted to utilize her own technician to complete the repairs. CHW received the diagnosis from the customers technician on 7/16/22 however, additional pricing information was requested. On July 18, 2022, CHW contacted the technician and left a message.To date, CHW did not receive the additional information that was requested.
Nevertheless, in an effort to resolve the matter, CHW authorized $841.25 to the customer for the repairs.
On August 5, 2022, CHW spoke with the customer and advised the check was authorized on July 18, 2022 and the processing time was up to 30 days.
CHW requests this matter to be closed as we were in compliance with the terms of the policy.
Sincerely,
The CHW Team
Customer Answer
Date: 08/17/2022
Complaint: 17658948
I am rejecting this response because:We have NOT received any check from CHW. It will be 30 days tomorrow, with still no check/payment from them. We are waiting to cancel our account with them until we get the check fro $841.25. In doing so, I would also like to refunded for our last month of "service" which is $47.00.
Regards,
*************************Business Response
Date: 08/19/2022
********,
Our most recent records reflect that a check (no.: 162678)in the amount of $841.25 was mailed to the customer on August 16, 2022.
CHW requests this matter be closed.
Thank you,
The CHW Team
Customer Answer
Date: 08/20/2022
Complaint: 17658948
I am rejecting this response because: We have NOT received any check from CHW yet. Its past the 30 days that they suggested we would get the check from back on July 18th.
Regards,
*************************Initial Complaint
Date:08/02/2022
Type: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 receive 2-3 calls per week and almost 1 per day increasingly. I have asked nicely, blocked numbers and have recorded conversations where they have agreed to remove me from their lists. I was a CHW "customer" but was scammed and never given a resolution. I was offered a refund but never received it. Don't care but I want them to stop calling.Business Response
Date: 08/05/2022
********,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their policy (no.: 871250137).
We have sent an expedited request to our ******************** to place the customers information on our do not call/do not email list.
Please allow up to 30 business days for the information to process.
If the customer continues to receive solicitations, please forward the phone number and/or forward the email that they received to ********************************** subject line Continued Solicitation BBB Complaint ID ********, so we could revisit the issue.
Thank you,
The CHW Team
Initial Complaint
Date:08/02/2022
Type: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.
Please help me it been five day with no air in my home the contract tell me a teck will contack by end of day.i never got contacted I have called four the last five day.i am pay for this service.they dont want to abide by their contractBusiness Response
Date: 08/05/2022
Dear April,
We apologize for the frustration the customer has expressed in their complaint. CHW approved the replacement of the air handler and associated labor. However, there were non-covered charges associated with modifications, disposal, and recovery which are not covered under the policy. The policy holder agreed to these charges on August 4. CHW has placed the purchasing order, and once the technician receives the parts, the repairs will be scheduled. CHW considers this matter answered.
Sincerely,
*******
Office of the PresidentInitial Complaint
Date:08/01/2022
Type: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.
Im a 2+ year customer of ********************** and I have an issue with their handling of my claim. My **** recently broke down Saturday 7/30 so I filed a claim with Choice home warranty to have a **** specialist repair the issue. Choice sent out ****R Drs LLC (DFW metroplex). The **** specialist showed up the following Monday 8/1 and ran several tests on the indoor unit concluding it was in good shape therefore the issue was most likely on the outdoor unit. The specialist ran several tests on the outdoor unit and concluded the issue was a coil leak however, the coils were holding pressure (that makes a whole lot of sense).He didnt visually inspect the outdoor unit nor the interior fins but stated the unit wasnt properly maintained due to the significant vegetation around the unit which may have caused the coil failure/leak however, there is nothing but low cut St Augustine grass around the unit which is trimmed on a weekly basis. Additionally, I mentioned that the unit is regularly cleaned/maintained which led him to backtrack his claim.He concluded there was nothing he could do to fix the unit same day and he must submit the diagnosis to Choice before actioning it. He stated Choice doesnt normally bother approving this type of claim and Ill need to submit years worth of maintenance documentation to get this type claimed approved.The entire visit seemed pre-scripted with a predetermined diagnosis and excluded a true inspection to determine root cause. The specialist didnt take any notes nor outline the requirements to fix the issue. He was in and out in less than 10 minutes. I dont trust the specialist they sent out nor Choice Home Warranty for sending out an specialist that didnt seem to know what he was doing.To be completely transparent, I have not received a decision from Choice yet but Im expecting one tomorrow morning and I fully expect them to deny my claim and not repair the unit they claimed was covered.Business Response
Date: 08/05/2022
********,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 167562420).
Based on the diagnosis from The ***** Doctors LLC it was determined that the **** system developed a refrigerant leak from the service valve.
Please refer to the terms and conditions section C number 10 Excluded; CHW is not responsible for Service valves.
Nevertheless, CHW has overturned the claim determination and authorized the technician in full to complete the repairs.Please have the customer contact the technician directly to schedule a repair appointment **************.
CHW requests this matter be closed as we have agreed to overturn the claim determination and approve the customer for repairs.
Thank you,
The CHW Team
Customer Answer
Date: 08/08/2022
Complaint: 17656469
I am rejecting this response because: the ***** heat was unbearable so I hired another company to replace my a/c system. I expect choice to reimburse me a portion of the invoice for this issue to be resolved.
Regards,
***************************Business Response
Date: 08/11/2022
********,
Choice Home Warranty agreed to overturn the claim determination, however the customer stated that they already had the repairs completed by their own technician. CHW did not approve these cost(s).
Please refer to the terms and conditions section B number 3; "We will not reimburse for services performed without prior approval."
Nevertheless,CHW is pleased to review an itemized paid invoice for reimbursement. Please have the customer e-mail the invoice to ******************** at ************************************
Thank you,
The CHW Team
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