Complaints

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

close

Find a Location

Choice Home Warranty has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Choice Home Warranty

  90 Washington Valley Rd Bedminster, NJ 07921-2118

• 

  Choice Home Warranty

  2147 State Route 27 Fl 4 Edison, NJ 08817-3365

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/01/2022

  Type:Order 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 filed a claim on or about July 17, 2022 for a dishwasher appliance. CHW could not provide a contractor in an acceptable time frame that was certified to service my *************** brand of dishwasher. I was asked to select my own service company and spent $169 for the diagnosis vs the $65 normal contracted service fee. CHW received diagnosis on Claim #: ********* on July 26, 2022 with the following response from CHW *********** We have received the diagnosis on your claim. We have determined, the best long-term solution is to replace your Dishwasher. In lieu of replacement, we are offering you funds in the form of ****** eGift Cards based on your current system's features and capacity, to select the system of your choice. The contract language for appliance replacement in the contract is as follows : 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. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency. I searched Lowes dishwasher inventory and was unable to find compatible dishwashers with my current system's features and capacity. The retail price for replacement with a compatible dishwashers with my current system's features and capacity would be $899 plus tax, the $150 installation for a total retail replacement cost $1103. Ive been offered a egift card to Lowes $591 for settlement. I feel it is unacceptable because the egift card to a single merchant limits my opportunity for replacement or repair of my appliance. Therefore the claim settlement offer is not reasonable as I explained via telephone conversation with CHW case manager July 29, 2022 and again on August 1, 2022. I am seeking assistance in reaching a CHW good faith settlement.

  Business Response

  Date: 08/05/2022

  ********,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their dishwasher claim (no.: 165643510).
  

  Based on the diagnosis from the customers technician,CHW offered the customer a replacement in the amount of $246.00. The customer declined the offer on July 26, 2022.
  

  Please refer to the terms and conditions section E number 4; We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing 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.
  

  On August 1, 2022 a CHW case manager spoke with the customer and increased the offer to $591.00. The customer accepted the offer and CHW agreed to mail the funds to the customer 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

  Customer Answer

  Date: 08/07/2022

  
  Complaint: 17652980
  
  I am rejecting this response because:
  
  The response is not accurate and communicates a *** fabrication that has no merit.  I have not agreed to an accept any offer because an acceptable offer was never communicated. I sent a email to the *** case managers notifying *** that I had declined the offer. The *** offer was based on replacement of standard dishwasher. The *** case manager indicated that *** would need additional specification of a higher valued model to increase the initial offer. I sent my dishwasher model specification documents to the case manager to justify that my model was a higher end model with above standard features. The case manager spoke with me again on August 1, 2022 and increased the offer to $591.00 in the form of a e-gift card from Lowes. I declined the case manager increased e-gift card $591.00 offer. The case manager said a cash offer would have be approved by upper managers.  I was put on hold during that telephone conversation while approval was being sought. The *** case manager returned to our call and indicated upper management only offered a $246 cash offer. The $591 offer would be in the form of e-gift card. I declined the offer and asked to speak to a representative from their legal department. The Case manager forwarded my call to customer service (**) and I spoke to a ** representative to ask to speak to someone in their legal department. The ** representative indicated that the only person that could speak to someone in legal department would have to be an attorney. The ** representative said that my best offer was already given and recommended that I accept it.  I told the representative the offer was not acceptable and that I would continue to escalate this to the Better Business Bureau. The $591 offer doesnt adequately compensate me for the cost of my dishwasher replacement. The total expense to replace my dishwasher model cost twice as much as the $591 offer. I am seeking to reach a good faith settlement. section E number 4; clearly indicates *** is responsible for installing replacement equipment of similar features, capacity, and efficiency.  A *** settlement offer of $900 in the form of a check is what I am seeking which falls within the guidelines of the *** contract to include (which at times may be less than retail) to repair or replace any covered system, component or appliance.
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/08/2022

  Dear ********,

  Upon further review CHW is pleased to honor the customers request and issue payment in the amount of $900.00. Funds will be mailed to the customer in the form of a check. Please allow up to 30 days for processing.
  

  CHW requests this matter be closed as we have agreed to issue payment at the customers request.
  

  Thank you,
  

  The CHW Team

  Customer Answer

  Date: 08/10/2022

  [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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/01/2022

  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 no longer have service with them and they have been charging me for months. I have called to cancel and left on hold. Obviously I cant cancel if I cant speak to someone. I shave called the president of the company without a call back.

  Business Response

  Date: 08/05/2022

  Dear April,

   

  CHW has cancelled ****************' monthly policy at her request. CHW is processing a refund of $135.99 due to her dissatisfaction. Payment subject to 30 day processing. CHW considers this matter answered.

   

  *******

  Office of the President

• Initial Complaint

  Date:08/01/2022

  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 7/23/20 I purchased a total plan with *** to expire 1/23/2024. On 6/29/2022, I contacted *** to seek diagnosis and repair of a home air conditioning system under Total Plan home warranty coverage policy #*********). *** has denied my claim for repair and or replacement of my AC system. Their denial is based on the 3rd technician false report stating initial (and now refuted) diagnosis that there was rusted coils in which caused the condenser build up pressure and leak. Further allegedly stating, the unit holds 3 pounds, and none was in the unit. The technician never tested the unit or any of its components, not sure how the naked eye diagnosis holds weight over the testing. Even still, the tech stated to me that the unit should be replaced because trying to repair the condenser will only cause the same issue again down the line. They have not provided documentation about the technical findings for their denial. The rude and unprofessional case manager ***************************** employee id ****, was very adamant that the technician performed the necessary testing because he sent it over. The *** rep was very argumentative when asked for a letter to be issued to my home address stating this information as well as the denial, he refused and argued that the denial has been emailed and theres no way to have a letter mailed to my address. The rep offered 300 as the *** towards repairs. I advised that's unacceptable when they took my money for the policy but when I need to use the policy is bare minimum and or no coverage. After, i told the rep that I was sending over this SCAM info to the media to expose the inconsistencies, he stated he would contact the tech, get cost, and see what he can do. He came back on line and quoted **** for repair with 400 towards it. That's so flabbergast and low balled! I believe that *** is responsible for more than 400 for repair or replacement of my AC system, I will be seeking a second opinion and sending over the results ASAP.

  Business Response

  Date: 08/04/2022

  ********,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 163766053).
  

  Based on the diagnosis from ******** Comfort Solutions it was determined the cause of failure of the system was with the condenser coil that was leaking refrigerant and needed to be replaced.Condenser coils that develop a leak have been exposed to corrosion or acidic materials that have infiltrated the fins and transfer tubes and ultimately damaging the integrity of the coil. The acidic agents cause sections of the coil to become corroded and/or rusted and develop tiny pinhole or microscopic leaks.
  

  Please refer to the terms and conditions section F number 1; We are not responsible for malfunction or improper operation due to rust or corrosion of all systems and appliances.
  

  On August 1, 2022 a CHW case manager spoke with the customer and offered $400.00 towards the technician to complete the repairs in lieu of the denial. The customer declined the offer. The customer stated that they were going to obtain a second opinion and submit to CHW. To date, CHW has not received any further information from the customer.  
  

  CHW requests this matter be closed.
  

  Thank you,
  

  The CHW Team
  

  
  

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The swimming pool pump stopped working on July 21. I filed a claim on the same day. Ever since I receive an auto reply to my emails.Policy #: ********* Claim #: ********* LOCATION: ******************************************************** CHW Posted a message on your claim: Thank you for your email. We apologize for the delay in a technician accepting your work order. We are diligently contacting the best available technician in your area to accept the work order. Once accepted, you will receive an email and automated voice message with the technician's contact information.It has been 10 days. The same message every single time. The pool is turning green, algae is growing rapidly. We cant use the swimming pool.

  Business Response

  Date: 08/04/2022

  ********,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their pool spa claim (no.: 166296286).
  

  Based on the diagnosis from Blue Magic Pools the technician was authorized to complete the repairs on August 3, 2022.A repair appointment is scheduled for today August 4, 2022 between 3:0 p.m. 8:00 p.m. Should the customer have any concerns regarding the upcoming appointment they may contact the technician directly at **************.
  

  Thank you,
  

  The CHW Team

  
  

• Initial Complaint

  Date:08/01/2022

  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 a claim on my air conditioning unit with my home warranty company that is being handled absolutely horrendously by this company. A technician was sent on 7/19, called prior, came in a professional work vehicle and did a thorough inspection, explained what was wrong, and diagnosed it needed to be replaced. As of that day Choice dropped this company from their list of vendors and reassigned the claim. The claim was reassigned to Belking, which was scheduled for Sunday, 7/24, and a man in plain clothes showed up Saturday, 7/23, when I was not home and without prior notification. My underage niece let him into my home, then called me when she started to feel uncomfortable, at which point the man left without completing the job. I have contacted Choice by phone and email multiple times and have been unable to get a resolution. In the mean time the claim has been reassigned to two different vendors, both of whom never showed up. And is now in the process of being reassigned again. I think its clear the company just doesnt want to replace the unit that is covered by the warranty.

  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.: 161093632).
  

  Our most recent records indicate an appointment is scheduled for August 9, 2022 with Froggys Heating & Air LLC *************.
  

  On August 5, 2022 CHW contacted the customer and left a voice message for call back. Due to the unforeseen delay, CHW is pleased to offer the customer their policy cap in the amount of $5,000.00 to use towards having the repairs completed by their own technician.
  

  Please refer to the terms and conditions section F number 16; You agree that, in no event, will Our liability exceed $5000 per contract item for access, diagnosis and repair or replacement.
  

  Should the customer choose to proceed with the offer proposed, please have them e-mail ******************** at [email protected] is subject to 30 days processing from the date of acceptance.
  

  Thank you,
  

  The CHW Team

• Initial Complaint

  Date:08/01/2022

  Type:Order 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 7/5/22, I placed a claim for my gas range. On 7/12/22, the technician arrived and determined that my Frigidaire Gallery Series convection oven needs the 5 ignition and controller replacement. CHW denied the repairs. They said they were offering me replacement. Well their version of a replacement is money. Their first offer was $338.00, which I declined. Was assigned a case manager. Her second offer was $489.00, which I declined. Her third offer which she stated ' the absolute maximum amount she could give $669.00'. Heck that isn't even half of what it's going to cost to replace my range. My husband said it's bullshit! But to accept the low offer and somehow we will figure out the rest to replace the range. So I reluctantly accepted the low offer. The replacement cost is going to be $1349.00 plus *** sales tax + delivery + installing + removing fee so I'm looking at an easy $1600-$1700. I was told this would be in the form of a E-giftcard to ******. Well we are still waiting 3 weeks later. Sorry but that should have been processed within hours maximum of 24 hours.CHW does NOT give replacement of your current appliances or value of said appliances. CHW does NOT care about their customers. They don't care how long you are forced to go without HVAC, PLUMBING ELECTRICAL OR APPLIANCES. On a claim I filed back 6/22 for my front load washer. It took over 6 weeks to get fixed. Over 2 weeks just to get someone out to look at it. Then over a week for the parts to arrive. Then another 2 weeks before the technician to come and install the parts. CHW claims 24/7/365 service. Which is a lie! Sure you can file a claim online but they only operate Monday - Friday normal business hours. So if you have an emergency like plumbing or HVAC forget it. Because the claim will be denied!!

  Business Response

  Date: 08/04/2022

  Dear April,
  

  Choice Home Warranty (CHW) apologizes for the continued frustrations the customer is experiencing regarding their oven stove cooktop claim (#*********) and washer claim (#*********).
  

  In reference to the washer claim (#*********), CHW approved repairs and authorized $280.76 to the technician. On July 21, 2022 the customer confirmed the parts that were on order were delivered and the repairs have been completed.
  

  In reference to the oven/stove cooktop claim (#*********), on July 12, 2022, CHW offered the customer the buyout for her appliance in the amount of $338.00, which she declined.
  

  Nevertheless, in an effort to resolve the matter, CHW increased the buyout offer to $669.00, which she accepted. CHW advised up to 30 days processing time. 
  

  Please refer to the policy terms and conditions section F.16:. 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.
  

  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: 08/04/2022

  
  
  Complaint: 17650793
  
  
  I am rejecting this response because:
  The amount of $669.00 is not even close enough for me to replace my current gas range with the same features. I would have to down grade my range.
  Being a disabled and a veteran you would think companies would show respect. But CHW only cares about their bottom line. Not their customers and certainly not their country.
  So now I am being forced to have to go without my medications and groceries for the month. So I can shell out the difference CHW won't pay to replace my range.
  I will NOT be renewing my coverage with CHW. AND I WILL BE SURE TO TELL EVERYONE HOW THEY TREAT VETERANS AND DISABLED PEOPLE!!
  
  
  
  
  Regards,
  
  
  ***************************

  Business Response

  Date: 08/05/2022

  April, 

   

  CHW has made an offer of resolution and the customer has rejected it.  There is no further action to be taken with respect to this matter.  We are sorry that we were unable to reach a resolution with the customer.  CHW considers this matter closed.

   

  Sincerely, 

   

  *****

  Office of the President

• Initial Complaint

  Date:07/31/2022

  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.

  Call and made multiple claims about broken appliances but they have only come out to one service call

  Business Response

  Date: 08/04/2022

  Dear ********: 

  CHW is sorry to hear of the customer's frustrations regarding claims for the air conditioner (claim no. 1674915240), the dishwasher (claim no. 166771425) and the refrigerator (claim no. 161170669). 

  On July 29, 2022, the customer placed a claim for the air conditioner stating it is not cooling properly. CHW dispatched ***** Mechanical LLC and the repair was completed "under auth" which indicates the repair was completed without requiring prior authorization from CHW. 

  On July 25, 2022, the customer placed a claim for the dishwasher stating that it is not working. CHW dispatched LK Appliance and the repair was completed "under auth", again without requiring prior authorization from CHW. 

  On June 14, 2022, the customer placed a claim for the refrigerator stating that it is not dispensing water. CHW dispatched LK Appliance and upon inspection, it was reported that the unit requires a water filter head for repair. CHW authorized repair which was completed on or about July 26, 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:07/31/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing an annual home warranty with Choice Home Warranty, I truly it regret it because I am a senior citizen and the purpose was to not have to worry about out of pocket expenses. Well my water heater start leaking so I put in a service call. The first company never showed up. I had an option to find a service company and Choice would reimburse me in 30 Days. I didn't have the money to cover the expense so I requested another company. The sent the request to *********************** **** They came out and quoted $535 which is a non-covered charge for the customer. I called ********************** and inquires what these charges were for and the explained $100 was for disposable charges which I thought was weird for a Warranty company not to cover. $435 was for an expansion tank what is what A & A said was a regulatory part needed. So I called a plumber and asked him what was an expansion tank. He said they inly cost $50 and if the water tank needs to be replaced, you dont need it. I called and told Choice what the plumber said but to no avail I had to make the decision to accept it or not. If I had that kind of money, why do I need a home warranty? I do not recommend this company to anyone especially senior citizens.

  Business Response

  Date: 08/04/2022

  ********,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding their water heater claim (no.: 162942169).
  

  Based on the diagnosis from ***********************************., the technician was authorized to complete the repair which includes part(s). There were non-covered charges due to the technician in the amount of $532.00. The customer declined the charges on July 22, 2022.
  

  Non-Covered Charges
  Disposable Charges and Expansion Tank:$532.00
  

  Please refer to the terms and conditions section E number 5; 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 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.
  

  On July 25,2022 a CHW case manager spoke with the customer and advised that the technician agreed to lower the non-covered charges to a flat rate of $475.00. The customer declined the offer.
  

  On August 4,2022 CHW spoke with the customer and advised that we would agree to cover the non-covered charges and authorize the repairs in full to the technician. However, the customer advised that they already had the repairs completed by their own technician. Although CHW does not reimburse for services performed without prior approval per the terms and conditions, CHW advised the customer to send a copy of the itemized paid invoice to ******************** at *********************************** for reimbursement. Upon receipt of the requested documentation, payment will be mailed in the form of a check within 30 days.
  

  Thank you,
  

  The CHW Team

  Customer Answer

  Date: 08/04/2022

  [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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/31/2022

  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.

  First of all, Good day to you guys; My name is *********************** ********. I got my appliances like a year ago with this company name; CHOICE HOME WARRANTY. It's been almost three months that I call them for service on my washing machine and after two technicians and five different days that had come to my house to fix the washing machine they found out that they can not do anything else because the transmission is broken. Now they offered me $300 which I told them I can't accepted because NO ******* Machines costs that amount of money the cheapest one is in the low's $500. So asking to dispute it with *************************** and I'm still waiting for her to call me. I've been trying to reach her but all the time I have to leave a message with someone that is going to let her know but I don't think she's getting the messages or they just don't want to talk to me. Below you can see the information of that person that sent me an email with the claim and that's all I have for them. I need the voucher or the money to buy another washer machine in full not only whatever amount they are offering me. Hope to hear from you guys soon. Thanks in advance. CHW Posted a message on your claim:Policy #: ********* Claim #: ********* Case Manager: *************************** | ******************** ***********************************

  Business Response

  Date: 08/04/2022

  ********,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 154571050).
  

  Based on the diagnosis from Quality ************************** LLC CHW offered the customer a replacement in the amount of $343.00. The customer declined the offer on June 20, 2022.
  

  Please refer to the terms and conditions section E number 4; We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing 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.
  

  CHW is pleased to increase the replacement offer to $525.00. Should the customer choose to accept the offer proposed, please have the customer email ******************** at *************************************************************.
  

  Thank you,
  

  The CHW Team

• Initial Complaint

  Date:07/31/2022

  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 July 20, ******************************************************************* the midst of a 100+ degree heatwave. On July 21, the *** assigned contractor arrived at my home. He advised my blower motor required replacement, and that he would have to order the part. I asked when I should expect him back to complete the repair, and he advised I dont know. After several phone calls, the contractor returned to my home Monday, 7/25 at 8PM. He replaced the motor, but then advised the blower wheel now required replacement. I asked when he would return to complete the repair, as it had now been 5 days without functioning **, and he again advised I dont know. I called the contractor the following day, 7/26, asking when he would be back to complete the repair. He responded oh, I havent even done your paperwork yet. He told me he would complete the *** paperwork that day, and be at my house on 7/27 if I can make it. On 7/27, I called to confirm if the contractor would arrive, and he did not answer his phone. After several attempts, I contacted *** for help. I had now been 7 days without functioning ** in 100+ weather. I asked *** for help, and they told me they called the contractor and did not get a response, and after multiple calls back that day, I was told the contractor should call me by the following day to schedule repair. The contractor never called. I asked multiple times to be allowed to select my own contractor and was told I did not have that option. After 9 days without functioning **, I called choice again and begged for the option to select my own technician to get working **. I had read the contract, and discovered an emergency repair option no one had told me about despite numerous calls. I was told I could select my own technician. My technician arrived and fixed the ** the next day. I submitted a claim under the emergency repair clause of my contract and was denied. I want my emergency claim paid, as owed.

  Business Response

  Date: 08/02/2022

  Dear April,
  

  Choice Home Warranty (CHW) apologizes for the continued frustrations the customer is experiencing regarding their air conditioning claim (#*********).
  

  It has been determined that the repairs were completed without prior approval. Please refer to the terms and conditions section C number 3 Excluded; CHW is not responsible for We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.
  

  On August 2, 2022, CHW spoke with the customer and the claim determination and policy terms were explained. Nevertheless, in an effort to resolve this matter CHW is willing to cover the claim and authorized $824.29.The customer has accepted as full and final resolution to this matter.
  

  CHW requests this matter to be closed as we were in compliance with the terms of the policy. 
  

  Sincerely, 
  

  The CHW Team