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Business Profile

Home Warranty Plans

Choice Home Warranty

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Warranty Plans.

Complaints

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

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Choice Home Warranty has 2 locations, listed below.

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    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/30/2022

      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.
      We signed up with Choice Home Warranty and paid our monthly fees as required. When we had a claim, they sent someone out, we paid the $85, the person left, but did an incomplete job. We called and they didn't respond. I called Choice, and they called the repairman, and they didn't get them to come back and finish the job. For over a month, we had nothing but no shows. I called Choice, and they said that they would send someone out and the $85 was going to be waived. I was told this by several people. One of the supervisors I spoke with had the last name of Hernanda. Then, when they didn't get paid for the NEXT month, they said they couldn't send someone out, even though we were covered at the time of the claim. We grudgingly paid for another month, and were assured that we wouldn't be charged $85 again. Finally, when we were sent something saying that they would be out on 7/30/22, it said that we WERE going to be charge the $85 AGAIN, and even worse, it was the same person who didn't complete the job the first time.

      Business Response

      Date: 08/03/2022

      ********,

      Choice Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 165615787).

      In regards to the customers request to be refunded the service call fee in the amount of $85.00, the fee is due to the technician for their service.

      Please refer to the terms and conditions section B number 4; You will pay a trade service call fee in the amount set forth in Your **************** ********* Fee") to the Service Provider for each service request you submit to Us.

      Nevertheless, due to customers dissatisfaction CHW is pleased to refund the $85.00 service call fee. Funds will be mailed in the form of a check to the customers residence. Please allow up to 30 days for processing.

      Thank you,

      The CHW Team

    • Initial Complaint

      Date:07/30/2022

      Type:Customer Service 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 canceling my policy, Choice Home Warranty has continued to charge me for months and will not reverse the charges - even though I completed the process both online to cancel my policy and over the phone with a representative. In order to speak to a representative I was on hold for four hours, and then when requesting the charges be stopped and reversed, the representative told me she would not remain on the phone with me and hung up on me. I have contacted Choice Home Warranty online using their website and they have stated they are "unable to process my request" and provide a number to call. But the call back number they provide is for DOE Mortgage and not Choice Home Warranty. Additionally, according to the BBB website it says, "Before submitting a complaint, Choice Home Warranty requests that consumers contact the Office of the President for resolution. The Office of the President can be contacted by phone at ************** or by email at ************************************** but this phone number does not connect (it rings and drops every time), and the website just connects to the Choice Home Warranty website with the number I have tried (with the representative that hung up on me). Choice Home Warranty has set up a system to where they do not honor when you cancel your policy, continue to charge you, and make it to where it is impossible for you to stop the charges.

      Business Response

      Date: 08/04/2022

      Dear April,

      We apologize for the frustration the customer has expressed in their complaint. CHW has refunded the customer $90.80 to the credit card on file. This was processed as of August 1, 2022. The monthly policy has been cancelled as requested by the customer.  CHW considers this matter resolved.

      Sincerely,

      *******
      Office of the President

      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:07/30/2022

      Type:Customer Service 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.
      Since Tuesday morning 7/26/22 I have called choice for a technician because my ** unit just stopped working. I am a paid up premium plan owner of a CHOICE home warranty. My wife is elderly, disabled and has emphysema. I have gotten nothing for the past 4 1/2 days but the runaround from the call service representatives who also refused to give me a supervisor. I have called numerous times to get a technician FROM Choice to come for the $60 service fee to our home at ********************************************** and all they tell me is sorry they will expedite the claim, but nothing has been done. No call from a technician nothing. It is now Friday afternoon at 4:49pm and I have just hung up from calling Choice 5 times today and twice everyday prior begging them to get us an emergency visit from the technicians they supposedly use. I asked for the numbers of the ** companies Choice works with and they claim they have no numbers to give me. That is a lie since they have to contact techs to homes. I have given them every opportunity to respond but they have not. Last night sent an email to their President. No response. After 6 days without central air my wife cannot function in her debilitated condition. Also called *********** and left msg. No response again. For me this is outrageous to have been a loyal good standing customer and feel they have no good faith effort in upholding up their end of the contract.Please help me get them to abide their policy and help me get my central air working again! BTW I have complied with every policy required of me and requested of me from this contract. ***** and *****************************

      Business Response

      Date: 08/03/2022

      Dear ********: 

      CHW is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 166890219). 

      ON July 26, 2022, the customer filed a claim for the air conditioner stating that it is not cooling properly. 

      CHW dispatched Pure Life HVAC to submit the diagnosis.  Upon inspection, it was reported that there is a leak in the condenser coil.

      On August 3, 2022, CHW communicated the claim determination to the customer stating, "It has been determined the evaporator coil has developed an irreparable leak and requires replacement. Evaporator coils that leak have been exposed to corrosive or acidic materials that have infiltrated the air stream and air flow throughout the home, damaging the integrity of the coil. The acidic agents cause sections of the coil to become corroded and/or rusted which then results in weakened coils and development of pinhole or microscopic leaks. Please refer to your 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."

      While we regret to hear of the customer's frustrations, CHW has abided by the terms of the policy and request this matter be closed. 

      Sincerely, 

      The CHW Team 

      Customer Answer

      Date: 08/03/2022



      Complaint: 17646576


      I am rejecting this response because:as stated to company in previous correspondence they knew age of system when we signed onto to the contract. If they are claiming we did anything to the unit besides taking excellent care of it they are wrong. The only thing ever done to the unit was by Choice tech who added refrigerant at two different times during our contract term. As far as we know and can attest the unit is worn out from simple wear and tear over the approx past 22 years. We have resided here for 4 years and Choice was the company we chose to pay for the service they offered. This ludicrous response from them is unacceptable

      ***********************





      Regards,


      ***********************

      Business Response

      Date: 08/04/2022

      April, 

       

      Failures caused by rust and corrosion are clearly and explicitly excluded from coverage in the customer's policy.  The unit's age and/or the the cause of the rust and corrosion are not material.  There is no further action to be taken by CHW with respect to this complaint and no additional information in the rejection that requires a response..  CHW considers this matter closed.

       

      Sincerely, 

       

      *****

      Office of the President

      Customer Answer

      Date: 08/06/2022


      Complaint: 17646576

      I am rejecting this response because this business has taken advantage of our trust and it is simply a ruse on their part to get out of their portion of the contract. Age is NOT immaterial to the issue and *** was fully aware of the age of our system when they signed us up for the coverage. Rust occurs in Normal wear and tear is and the mitigating factor in the breakdown in our system which was unbeknownst to us because no *** tech who ever came here told us anything like this arrogant ********** ***** wrote in his response. Treating us as insignificant because we are Senior citizens is both immoral and appalling. We were told only that there might be a leak in our system and the techs said it could be anywhere and was the reason that the Freon cool running the system had to be added. We are civilians in this area and depended upon the expertise of the *** techs to fix the issue. Upon two tech inspections in the past few weeks it was determined by the Techs working with *** THAT THE SYSTEM COULD NO LONGER BE FIXED. 

      The President of this Company has the audacity to say that age is immaterial and yet age is exactly what caused this problem to a system that Is over 20 years old and naturally occurring wear and tear is obvious. He admits to saying his company took advantage of our inexperience with this system by thinking us fools for paying for this companys coverage IF we thought its age didnt matter. Of course it matters it matters in everything! We never expected its breakdown and especially not in an ongoing heatwave. We took care of it, we called *** if it stopped working, we did all we could to keep the system in tip top shape and are not clairvoyant to have seen its internal workings the *** techs were our eyes in this area. Its clear this company and its president are just taking advantage of senior citizens especially those who lived in the city until ******************************************************************************************************* them and now they are abusing that trust. This matter will NOT be accepted as closed UNTIL *** fulfills its promise in the contract. 




      Regards,

      ***********************

      Business Response

      Date: 08/10/2022

      April, 

      To reiterate, rust and corrosion is a specific and explicit exclusion from coverage in the customer's policy.  CHW is sorry that no resolution was reached in this case, but there is nothing further that CHW is willing to do with respect to this complaint.  Since the customer remains unsatisfied, the customer can utilize the provisions of the policy relating to resolution of disputes.  CHW considers this matter closed.

       

      Sincerely, 

       

      *****

      Office of the President

    • Initial Complaint

      Date:07/29/2022

      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.
      This company is total scam. I will share my experience a pending issue. About a week ago my dryer went out. they recommended I get it replaced by offering me $300 gift at Lowes. Yeah ok ! What at lowes is $300 ? A Christmas tree perhaps ? I called the the case manager, and again he told me based the worth that is what they will give me , plus pay for the cost or removal and disposal of the dryer. Another incident was 2 years ago when my ** unit gave in before I made the contract I asked the representative on the phone are you sure if the Ac gives in you guys will replace it ? I live in ********* and ** is a must. He said yes !!! Sometime later the ** was not working , I called and me being naive, gave into them giving me cash of 400 for a new unit , $5,000 later out of my pocket I was conned. The representative at that time told me they could not replace, do to it not being the orinal unit from the house. Seriously! I was robbed. They treat this business like a sweepstakes , and only call , email , text when its time for a renewal. Do your self a favor and do your homework, dont be naive like me. Im extremely disappointed and will also look into filing a complaint with the *************** , on their way of doing business. At this point I want the new dryer and Installed along with a refund of the entire amount I have payed you guys. As far as the Ac unit I want the consumer to be very aware. Dont be naive!

      Business Response

      Date: 08/03/2022

      ********,

      Choice Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their dryer claim (no.: 166223698).

      Based on the diagnosis from CPR Appliance Repair CHW offered the customer a replacement in the amount of $335.00. The customer declined the offer on July 27, 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.

      In regards to the customers request to have the dryer installed,CHW does not cover taxes, fees or installation. Nevertheless, CHW is pleased to increase our offer to the customer, and offer $585.00. Should the customer choose to accept the offer proposed to them, they may e-mail ******************** at ************************************Payment is mailed in the form of a check and subject to 30 days processing from the date of acceptance.

      In regards to the customers request for a full refund ($1,260.00)a full refund is not due to the customer should they choose to cancel. To date the customer has used eleven months of service. A refund in the amount of $825.00 is due to the customer should they cancel today.

      Please refer to the terms and conditions section H number 2; You may cancel this contract at any time for any reason.

      a. If You cancel within the first 30 days of the order date for a refund of the paid contract fee.

      b. If you cancel at anytime after the first 30 days of the order date:

      (i) if We have not provided any services, You will receive a pro rata refund of the contract fees paid for the unexpired term;

      (ii) if We have provided services and Our service costs are less than the contract fees paid for the unexpired term, You will receive a pro rata refund of the contract fees paid for the unexpired terms, less the service costs incurred by Us (unless prohibited by law);

      (iii) if We have provided services and Our service costs are greater than the contract fees paid, You shall pay us the lesser of:

      (A) the difference between Our service costs and the contract fees paid; or

      (B) the amount by which the annual rate listed on Your Coverage Details page exceeds the contract fees paid.

      (iv) 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.

      Should the customer wish to proceed with cancelling their policy (no.: *********) they may also e-mail ******************** at ************************************

      Thank you,

      The CHW Team

    • Initial Complaint

      Date:07/29/2022

      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.
      Air condition has neen out since june 9 2022. Paid the ****** and paid the comtractor they sent out ******* then he came out hook the outside unit up in july about the second week. Came nack on july 27 to complete the job and left about four hours later when i got home water was on the floor so i called tje text to let him know about this i also sent h a picture where they knocked a hole in the wall up stair. Next morning i called choice warranty and explained to them that i have been out of air since the 9th of june and i spent ****** paid contractor ******* plus ******. I have called choice warrant they said i had to speak to case manager they stated they would put in for her to call me and they never did i also ask them to give me the president number and they would not give it to me said i had to talk to case manager *** i told them have tried and she will not return the call. All i want is my air working and fix the thing that was damage from them trying to fix the air condition. I have picture of what happen.

      Business Response

      Date: 08/04/2022

      Dear ********: 

      *** regrets to hear of the customer's frustrations regarding the air conditioner claim (claim no. 160292677). 

      On June 7, 2022, the customer placed a claim for the air conditioner stating that it is not cooling properly. 

      *** dispatched DLC Construction & **************** to submit the diagnosis. Upon inspection, *** approved the complete replacement of the air conditioner.  

      On July 29, 2022, the customer contacted *** stating that the technician completed the replacement, however the technician caused damage to the wall and there is water on the floor. *** contacted the technician and authorized replacement of the drain pump and drain line which was the cause of water on the floor.  However, *** advised the customer that we are not responsible for the wall damage. 

      Please refer to section E(12) of the *** User Agreement which states, "You agree that We are not liable for the negligence or other conduct of the
      Service Provider, nor are We an insurer of Service Provider's performance."

      While we regret to hear of the customer's frustrations, *** has abided by the terms of the policy and requests this matter be closed. 

      Sincerely, 

      The *** Team  

    • Initial Complaint

      Date:07/29/2022

      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 have a home warranty with Choice for the last 3 years. I've had my HVAC system serviced 5 times always a different contractor. The last contractor said the system needed to be replaced. The system is original to the house build in ****. None of the contractors, made any statements to me or to choice about the system not maintained except the last contractor who said it needed to be replaced. That contractor made false statements to choice.

      Business Response

      Date: 08/03/2022

      Dear ********: 

      CHW is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 166244644). 

      On July 21, 2022, the customer submitted an air conditioner claim stating that it was not cooling properly. 

      CHW dispatched Airtech Pro Heating & Air Conditioning to submit the diagnosis. Upon inspection, it was reported that the system has multiple issues that need to be addressed; The condenser is not leveled properly, the evaporator coil is clogged and leaking onto the furnace, the condenser is sitting on cinder blocks, the return is too small for the furnace, the disconnect is not mounted to the wall, the refrigerant line is slightly kinked, the evaporator coil is dirty and the system is low on refrigerant.

      CHW communicated the claim determination to the customer stating, "It has been determined that the air conditioner is in need of a routine maintenance cleaning service. Please refer to your terms and conditions section E number 5; CHW is not responsible for this Agreement does not cover routine maintenance or malfunction due to misuse, abuse, neglect, or physical damage. This Agreement only covers failures due to normal wear and tear."

      Nevertheless, as a goodwill gesture, CHW is pleased to offer the customer a check in the amount of $1,500 to apply towards the cost of repair. Should the customer accept, please contact ************ at *********************************.  Please allow 30 days processing from the day of acceptance. 

      While we regret to hear of the customer's frustrations, CHW has abided by the terms of the policy and considers this matter to be closed. 

      Sincerely,

      The CHW Team 

    • Initial Complaint

      Date:07/29/2022

      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.
      After a year of no claims with choice home warranty, we decided to renew for 3 more years for ****. After 8 months and countless issues including un repaired appliances after 2-6 months, being left in 115 degree weather with out a/c and being told there is no emergency repair policy, being told we arent allowed to hire our own technician in case of emergency and go throufh a reimbursement process, repeat hire technician that was racist and had complaints made by us on multiple occasions, being dropped as a client by techs due to choice home warranty's unwillingness to approve repairs, broken pipe by tech that we were required to pay for repair on, being told supervisors for chw couldnt do anything to assist us, and find out this was true, we decided we had no choice but to cancel. Throughout the cancelation process, we learned we were not given all the correct information when signing up by phone. We were not told we would be charged a $50 cancelation fee (but that seems reasonable) nor were we told we would be charged for every single technician that came out upon cancelation. It does not matter if the appliances hadn't been fixed for 6 months and that lead to our ultimate decision to fire chw, we still have to pay the fees to the techs. So with a still broken and now damages a/c unit due to poor techs hired by chw, and a still broken dishwasher and damaged pipes we are being charged for a tech to repair, that they never repaired and we had to do ourselves - we are being charged a near $600 fee to cancel with a company that has fixed nothing. An absolute waste of time and money. We didn't get to pick technicians like we were told when purchasing the policy, it was not easy to use, all information was NOT disclosed upon purchase, awful customer service (and we called a lot, daily, in fact), unwillingness to have consistency or appropriately communicate with clients and/or technicians. To add, we were told 48hr refund only to recieve an email stating ***** days.

      Business Response

      Date: 08/03/2022

      Dear ********: 

      Please note that this complaint was resolved under Complaint ID ********.  We ask that this matter be closed accordingly. 

      Sincerely, 

      The CHW Team 

    • Initial Complaint

      Date:07/29/2022

      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.
      June 1, 2022 requested service call on a ******* washer. Scheduled for service after a few calls of requested dates June 17 had a service tech came out from a ************* out of ***** which is a subcontracted company could not repair did not have parts machine extremely old will order parts. Tech calls and says order not approved that I need to pay for it myself. Called while tech waiting, after 20 minutes on hold tech left. June 28 next date available appointment for service tech to come back, he called and said parts are not here, they are not delivered at residence they were not approved by choice warranty. Called choice warranty again. July 5 still no parts delivered to residence talked with home warranty they informed me that my system was too old that they would just buy out and replace the unit I will have a check within 48 hours to do so. Called them a few days later they change their mind and approve parts. July 18 spoke with choice warranty they said that That the parts approval was submitted to the subcontractor that I need to make another date for appointment contacted the A&E service tech states they do not receive parts that gets shipped right to the residence. June 26 spoke to a female at choice warranty no supervisor around shell email me within 24 hours on where my part status stands. June ***************************************** through Better Business Bureau per the companys request and left a message.

      Business Response

      Date: 08/03/2022

      Dear ********: 

      CHW is sorry to hear of the customer's frustrations regarding the washer claim (claim no. 159438388). 

      On June 1, 2022, the customer submitted a claim for the washer stating that the timer is not working properly. 

      CHW dispatched A&E *************** to submit the diagnosis. Upon inspection, it was reported that control board required replacement.  CHW authorized the repair and the part was ordered, however the part is now no longer available. 

      On August 3, 2022, CHW contacted the customer and advised that the part is no longer available and offered the customer a buyout in the amount of $599 in lieu of replacement. The customer accepted the buyout offer and advised the customer to allow 30 days processing. 

      While CHW regrets to hear of the customer's frustrations, CHW is pleased to have resolved the customer's complaint and request this matter be closed. 

      Sincerely, 

      The CHW Team 

    • Initial Complaint

      Date:07/29/2022

      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 bought a whole home warranty from Choice Home Warranty. My central air stopped cooling, and I contacted Choice Home Warranty to get the system fixed. They sent a contactor out who charged the freon in my system. After the contractor left I was sent an email that told me that my claim was denied. When I contacted the **** number I was told that the part that leaked was not covered, but the freon was. I was informed by the contractor that I needed to pay for the Freon, and the he was told the entire claim was denied. I contacted Choice, and I was told that the contractor was only to trouble shoot the issue, and not charge the Freon. I told them that they sent the contractor and told him what to do, and there was no communication with me about what work he was authorized to do. I am not sure why I should be responsible for a repair that I was under the impression that they told the contractor to perform. The contract does say that the part is not covered, but nothing about freon. I Also they said that the contractor was to do a leak test, but the contractor never entered my house to do what they say was to be done.

      Business Response

      Date: 08/03/2022

      ********,

      Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.: 166229575).

      Based on the diagnosis from KPS Construction it was determined that the service valve was leaking refrigerant and needed to be replaced.

      Please refer to the terms and conditions section C number 10 Excluded; CHW is not responsible for Service valves.

      Nevertheless, CHW covers freon when claims are approved. We are pleased to reimburse the cost in the amount of $680.00 (8.5 lbs refrigerant) at the customers request. Payment will be issued 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 reimburse the customer the cost of the freon at their request.

      Thank you,

      The CHW Team

    • Initial Complaint

      Date:07/29/2022

      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.
      This is the worst home warranty company that we have ever had in over 25 years of home ownership. Our fridge stopped working and we contacted them to send a technician. It took them 21 days to send someone- this is in middle of summer, kids are home and we were without a working fridge so much for 24/7 service!!! After 2 visits (another 2 weeks) and trying to install the wrong part, technician said the fridge needs to be replaced. It took another few days for company to get back to us and tell us that they will give us $800 to replace our unit. I have looked online and in multiple retail stores- ****************** Best Buy, etc and cant find anything similar to our fridge (same basic options and size) for even $2000. The cost to replace is around $4000. I had to make two appointments to speak with customer service rep to discuss replacement cost (had to wait another week) and was told that the company determines replacement cost based on how much it would cost them with their own supplier and they will NOT tell me who the supplier is so I could order the unit from them nor will they order from that supplier the unit for me. My only option is to take the money and buy the unit myself. Th money offered is Significantly lower (less than 50%) than the cheapest comparable fridge. They have no transparency on how they determine replacement cost nor do they give a **** that their customers are intentionally misled. Horrible company and horrible customer service!!! We almost 2 months later and we still dont have a working refrigerator in the middle of the summer and record breaking heat! I would like the company to either order the unit for me or cover the cost of the unit at least to the maximum amount allowance as per their own website which is $3000.

      Business Response

      Date: 08/03/2022

      Dear ********: 

      *** is sorry to hear of the customer's frustrations regarding the refrigerator claim (claim no. 162366076). 

      On June 22, 2022, the customer submitted a claim for the refrigerator stating that it is making a noise and not cooling properly. 

      *** dispatched A&E *************** to submit the diagnosis. Upon inspection, the claim was approved for replacement with a buyout offer of $989.

      Per section E(3) of the *** User Agreement, cash back in lieu of repair or replacementis calculated based on the amount of Our actual costwhich may be less than the retail price.  ***'s actual cost is determined based on comparable units with similar though not identical features, capacity and efficiency.

      The customer submitted an appeal to the claim determination and the Case Manager increased the offer from $989 to $1,199.  The customer declined the offer and the claim remained open. 

      Nevertheless, as a goodwill gesture, *** would like to offer the customer a check in the amount of $2,100 to replace the refrigerator. Should the customer wish to accept, please contact ************ at *********************************.  Please allow 30 days processing from the day of acceptance.

      While we regret to hear of the customer's frustrations, *** has abided by the terms of the policy and considers this matter to be closed. 

      Sincerely, 

      The *** Team 

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