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.

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  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:07/29/2022

  Type:Product 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 paid 3 years in advance to Choice Home Warranty. Recently I tried to place a claim and there is no response. I have called and emailed for 5 days to no avail. I will settle for a full refund of $1984. I paid!

  Business Response

  Date: 08/03/2022

  ********,
  

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their garbage disposal claim (no.: 166720791).
  

  Our most recent records indicate the customer proceeded with their own technician and opted for reimbursement. CHW sent out reimbursement form to the customer with instruction on how to proceed. On July 29, ***************************************************** the amount of $274.00.

  Funds will be mailed to the customer in the form of a check. Please allow up to 30 days for processing.
  

  Should the customer still wish to proceed with their cancellation request, a refund in the amount of $1984.00 is not due to the customer.
  

  To date the customer has used nine months (9 x $55.12) of coverage.Refunds are minus cost(s) by us ($976.00), a cancellation fee ($50.00) is deducted and the remainder is prorated for the unused term. A refund in the amount of $462.38 is due to the customer at this time.
  

  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 still wish to cancel their policy (no.: 986863810)please have them 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.

  Claim ********* ******************************************************************* *********** ******,This letter is in reference to your Washer claim. We have carefully reviewed the details of the claim and a coverage determination has been reached.During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to repair or replace, at our expense, the systems and components mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and Become inoperative due to normal wear and tear; and Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.Your claim was submitted on 07/08/22 and was assigned to FUSE HVAC AND APPLIANCE ***** *** on 07/08/22. After the appointment date on 07/29/22 the technician submitted details pertaining to your system failure.It has been determined that the washing machine door assembly is physically damaged.We have no idea how they came up with this solution. We are senior citizens and in no way did we damage the door, Choice Warranty looks for reasons to deny claims, this is the 2nd time, they refused to repair our a/c unit. What is physically damaged? The door won't close, do they think we sat on the door? Excuse is ridiculous.

  Business Response

  Date: 08/02/2022

  ********,              

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their washer claim (no.: 164474440).
  

  Based on the diagnosis from the technician Fuse HVAC and Appliance ***** **** it was determined that the washing machine door assembly was physically damaged.
  

  Please refer to the terms and conditions section E number 5 Excluded; 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, in lieu of the denial CHW has overturned the claim determination and authorized the technician in full to complete the repairs. CHW spoke with the technician on August 2, 2022 to advise of such. The technician confirmed that they would be willing to complete the repairs. CHW reached out to the customer but were unsuccessful. A voice message was left for call back.
  

  Please have the customer contact the technician directly to schedule a repair appointment at **************.
  

  CHW requests this matter be closed as we have agreed to cover the claim in full at the customers 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.

  On July 18,2022 I filed a claim with choice home warranty regarding my HVAC unit not cooling properly. On July 25, 2022 I received an email stating my claim would be denied due to this being a refrigerant leak of a nonmoving part they claim under normal age and operation will not leak. I notified a local company to assist me being I could not adequately cool the home. This company stated the leak was in the evaporator coil and was a common problem. I authorized for 2 pounds of refrigerant to be added at my expense due to the leak to get me by. I also filed an appeal with CHW that day. Later CHW notified me they were authorizing the repairs to be made on Thursday July 28,2022. However when technicians arrived it was after dark at approximately 8pm. Due to it being dark outside naturally the unit seemed to work better than at a time when the sun is out and the heat index is in excess of 100. the technician stated no repairs would be made. I was charged $65.00 for this determination with the comment from the contractor that CHW will not be covering any cost of any refrigerant leak or repair. I am now $340 into trying to get this leak fixed however this warranty has proved to be a scam.

  Business Response

  Date: 08/03/2022

  Dear ********: 

  CHW is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 165817102). 

  On July 18, 2022, the customer submitted a claim for the air conditioner stating that it is not cooling properly. 

  CHW dispatched Lion Heating and Air to submit the diagnosis. Upon inspection, it was reported that there is a leak in the line set. 

  CHW communicated the claim determination to the customer which stated, "It has been determined that the **** system has developed a refrigerant leak from the refrigerant line set. This is a non-moving component that does not leak from normal wear and tear. Please refer to your terms and conditions section A number 2; which require systems become inoperative due to normal wear and tear."

  The customer appealed the claim determination. CHW overturned the claim determination and authorized repair of the line set which was completed on July 29, 2022.  

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

  Sincerely, 

  The CHW Team 

• Initial Complaint

  Date:07/28/2022

  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 contacted ************************************* and the Office of the President * at their request* in lieu of filing a Better Business Bureau complaint. ********************** did not offer a satisfactory resolution and* unfortunately* the Office of the President never responded to my complaint.I have been without a dryer for over two months. Choice Home Warranty has only offered to pay $499.99* rather than replacing my dryer. That is not sufficient for me to purchase another dryer of like kind and quality. I know of instances where they have actually replaced appliances with ones of like kind and quality. So* I am simply asking them to do what they have done in other cases. For example: 1. **************************** Claim Number ********* dryer was replaced. 2. **************************** Claim Number ********* Complaint ID ********* wall oven was replaced.

  Business Response

  Date: 08/03/2022

  ********,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their dryer claim (no.: 158249353).
  

  Based on the diagnosis from A&E *************** CHW offered the customer a replacement in the amount of $335.00. The customer declined the offer on May 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.
  

  CHW did not hear from the customer regarding this matter again until June 27, 2022 wherein they reached out via e-mail. CHW increased the offer to $499.99, but the customer did not respond to the offer until July 28, 2022. The customer was advised that the offer was no longer available.
  

  Nevertheless, due to the customers continued dissatisfaction CHW is pleased to extend a final offer in the amount of $625.00. Should the customer choose to accept 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:07/28/2022

  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.

  JAZ construction came around 12pm EST and looked at the ** and took some pictures, he didn't say anything about what the problem is or give any diagnostic. All he said is that he demanded that I pay a $125 diagnostic fee before he explains anything or submit anything to Choose warranty. Then he left. I called Choice around 2pm EST and spoke with ***** and explained the situation, ***** said he will call JAZ and then after a few minutes returned and said that JAZ told him they will submit their diagnostic and request repair authorization within 30min, ***** said that he requested an email of the diagnostic be sent me. I got no email so I called Choice around 7:45pm EST but your office was closed so I called JAZ directly, and they said that no one from Choice has ever called him and again didn't say anything further or what the repair plan is.Please respond and Let Me Know the status of this repair

  Business Response

  Date: 08/03/2022

  Dear ********: 

  CHW is sorry to hear of the customer's frustrations regarding the claim for the air conditioner (claim no. 165247294). 

  On July 13, 2022, the customer placed a claim for the air conditioner stating that it is not cooling properly. 

  CHW dispatched the claim to our vendor network, however due to scheduling conflicts, the claim was reassigned.  

  On August 2, 2022, CHW dispatched *********** Cooling & Heating to submit the diagnosis. Upon inspection, CHW authorized replacement of the capacitor and the repair will be completed accordingly. 

  While CHW regrets to hear of the customer's frustrations, CHW has authorized repair and considers this matter to be closed. 

  Sincerely, 

  The CHW Team 

• Initial Complaint

  Date:07/28/2022

  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.

  Your claim was submitted on 07/08/22 and was assigned to FUSE HVAC AND APPLIANCE ***** *** on 07/08/22. After the appointment date on 07/29/22 the technician submitted details pertaining to your system failure.It has been determined that the washing machine door assembly is physically damaged.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. In the event coverage is denied, and a You seek to have Us review that denial, We have the right to request routine maintenance records and/or home inspection reports in reviewing Our decision.We are over 65 do they think we sat on the door? This is ridiculous Claim *********

  Business Response

  Date: 08/02/2022

  ********,
  

  Please be advised this is a duplicate matter re: bbb complaint (no.: ********). Choice Home Warranty received two complaints regarding the same claim. We have responded to bbb complaint (no.: ********). CHW requests this duplicate complaint be closed.

  Thank you,

  The CHW Team

• Initial Complaint

  Date:07/28/2022

  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.

  We have contacted this "business" to repair a leak. Not just once, twice, or three times. The fourth person they sent out did 90% of the job but they only pay for so long. He needed additional time in order to get behind a wall, so he requested it. They flat out said no then sent his office an email saying they're reassigning the work FOR A SECOND OPINION!! We've had FOUR opinions and this company finally got to the bottom of it. I called Choice Home Warranty to ask them to re-approve this gentleman but the rep insisted on a second opinion, even though I told her 10 times to look back into their history and see that they've already sent other companies out here, the first being Duck Duck Plumbing. I asked to speak to a supervisor, to which she said would take from 4 to 24 hours. This house belongs to a 79-year-old woman who just broke her arm 2 days prior. The dishwasher, sink, and washing machine cannot be used until this is fixed. The woman who helps her has to wash dishes in a bathroom sink. This company is a joke and lacks any common sense whatsoever.

  Business Response

  Date: 08/03/2022

  Dear ********:

  CHW is sorry to hear of the customer's frustration regarding the plumbing stoppage claim (claim no. 166643319).

  On July 24, 2022, the customer submitted a claim for a plumbing stoppage stating that water is running from her washer. CHW dispatched Concept *********** Services to diagnose the failure, however they were unable to complete the diagnosis. 

  On August 3, 2022, CHW authorized the additional labor required to complete the diagnosis.  Once the technician returns to the home to further inspect the stoppage, a claim determination will be forwarded to the customer accordingly. 

  While CHW regrets 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:07/28/2022

  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 had taken home warranty service with Choice and now when I need service they are denying the service for no reason.

  Business Response

  Date: 08/03/2022

  Dear ********: 

  CHW is sorry to hear of the customer's frustration regarding the water heater claim (claim no. 166676427). 

  On July 25, 2022, the customer placed a claim for the water heater stating it is leaking and making noise. 

  CHW dispatched Smath Homes, LLC to submit the diagnosis. Upon inspection, it was reported that the water heater required replacement. 

  CHW communicated the claim determination to the customer stating, "It has been determined the water heater has a damaged tank that is leaking. Under normal wear and tear conditions this failure takes time to occur and cannot develop within commencement of the policy. 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."

  Please note the policy was purchased on June 24, 2022 and the term started on July 24, 2022. The claim was placed one day into the policy term start date.  

  Nevertheless, as a goodwill gesture, CHW would like to offer the customer a check in the amount of $500.  Should the customer wish to accept, please contact ************ at *********************************.  Please allow 30 days processing from the day of acceptance. 

  While CHW regrets 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 

  Customer Answer

  Date: 08/04/2022

  
  Complaint: 17637565
  
  I am rejecting this response because:
  
  When I started the policy it was working perfectly fine. It was more than a month ago. Any normal family  can not live without working  water heater in the house. I have 2 small kids in the house and I can not live without water heater. The other thing is when I called to report the damage the tech. came to inspect and found water heater is not functioning. When water heater went bad it dad created ***** smell and debris in the water line. How you expect me to live in house in such a medically hazardous condition for me and my family for long time. When tech. cane there was no water out of the reservoir pan. But when we waited for the repair it got out of the pan and flooded in th attic and now I had to replace sheet rock as well. If it was damaged before then this flooding would had occurred before techs visit. So I ended up repairing flood damage and water heater which caused me more than $ **** to fix. I wished they would have fixed it at first time then it would have been prevented. I am willing to resolve this matter but I expect decent compensation so that I have less looses. I hope you will understand. My cell no. Is ************. Feel free to reach out to me.
  
  Regards,
  
  Maharshi Yagnik

  Business Response

  Date: 08/04/2022

  April, 

  CHW made an offer to resolve this complaint.  The customer rejected the offer and has not provided anything in the rejection that requires a response.  We are sorry that we were unable to reach a resolution with the customer.  CHW considers this matter closed.

   

  Sincerely, 

   

  *****

  Office of the President

  Customer Answer

  Date: 08/05/2022

  
  Complaint: 17637565
  
  I am rejecting this response because:
  I have provided the reasons why I think the water heater should have been replaced. By CHW. I have requested to increase the compensation as it had caused more damaged. I havet rejected completely their offer. If they can not increase the amount then 
  I will accepts $ 500 offer as a settlement. 
  Regards,
  
  Maharshi Yagnik

  Business Response

  Date: 08/05/2022

  April, 

   

  CHW will authorize a check in the amount of $500 to the customer.  CHW considers this matter resolved.

   

  Sincerely, 

   

  *****

  Office of the President

• Initial Complaint

  Date:07/28/2022

  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 my claim on 7/7/2022 for my A/C not working. The technician did not show up until 7/14/2022 at which time, he but refrigerant in and said that everything was fine. On 7/19/2022, the unit was not working again at which time, I placed another call to CHW. They opened a recall to the technician who showed up on 7/21/2022 and said that the Evaporator needed to be replaced so I would have no air conditioning until I heard back from CHW. I got an email approving the repair on 7/25/2022 and was told that I had to pay an additional $750 for uncovered costs of which, I was never told what those costs were. I agreed and was told that the part would be ordered. I have asked several times if the part had been ordered and when I could expect my A/C to be repaired. I have not heard anything back from CHW. I was also told that the technician could give ma a list of the parts that are not covered. I have not gotten a response from him either. I have Diabetes and Asthma and it has been over near 90 degrees in my home for over a week.

  Business Response

  Date: 08/03/2022

  Dear ********: 

  *** is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 164613937). 

  On July 9, 2022, the customer placed a claim for the air conditioner stating that it was not cooling properly. *** dispatched ******************** to diagnose the failure. Upon inspection, it was reported that the unit was low on freon and *** authorized the repair.  

  On July 22, 2022, the customer contacted *** advising the unit was not cooling properly again. Upon further inspection, it was reported that the unit required replacement.  *** authorized the replacement and communicated the claim determination to the customer stating, "the claim has been approved for Evaporator Coils. *** will be supplying Evaporator Coils and authorizing the technician's labor as part of your warranty agreement."

  The customer was advised that she would have non-covered charges in the amount of $750.00, which is the technician's flat-rate for the modifications necessitated by the replacement.  The customer agreed and the equipment order was placed accordingly. 

  Per section E(5) of the *** User Agreement, "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."

  The repair is scheduled to be completed on Thursday, August 4, 2022.  

  While *** regrets to hear of the customers frustrations, *** has abided by the terms of the policy and considers this  matter to be closed. 

  Sincerely, 

  The *** Team 

  Customer Answer

  Date: 08/04/2022

  
  Complaint: 17637432
  
  I am rejecting this response because: The technician came out today to repair my A/C unit with the new Evaporator.  The technician told them the exact part that he needed to repair.   The company sent a unit that would require all sort of modifications to make it fit that would cost an additional $500 or $600 out of pocket for me which is considerable more than the $750 that I agreed to pay.  The technician said that the company says that there is a part cross country that *** fit but it will take time to arrive.  My technician charged my unit with more freon to last until her returns next week.  I am annoyed because the freon will still leak out and my home will be over 90 degrees again within a few days.  
  
  
  
  Regards,
  
  *****************

  Business Response

  Date: 08/04/2022

  April, 

   

  CHW apologizes for any delay, but this is an approved repair that is scheduled.  There is nothing further for CHW to do with respect to this matter and nothing further requested in the rejection.  CHW considers this matter closed.

   

  Sincerely, 

   

  *****

  Office of the President

  Customer Answer

  Date: 08/05/2022

  
  Complaint: 17637432
  
  I am rejecting this response because: How is this complaint closed when my A/C is still not working because the incorrect part was ordered by CHW.  The possibility of having to pay more than the Flat Rate of $750.00 that I agreed to and the fact that I have been without a working A/C unit for weeks is unacceptable.  
  
  
  
  Regards,
  
  *****************

  Business Response

  Date: 08/10/2022

  Dear ********: 

  CHW is sorry to hear of the customer's continued frustrations. 

  On August 10, 2022, CHW contacted the technician who advised that the replacement has been completed and the customer's non-covered charges have remained the same at $750.  

  CHW requests this matter be closed accordingly. 

  Sincerely, 

  The CHW Team 

• Initial Complaint

  Date:07/28/2022

  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.

  My ** broke. They sent a technician and this first technician didnt complete the job. He left the house telling me that need parts to repair the ** and needs to submit a report for authorization. About 3-5 weeks later nothing happens. The technician said CHW was holding the authorization and CHW told me that the technician havent submitted the reports. I Jasn for a second technician, this never came and told me that he stopped to provide services through CHW. They sent another technician. This time the technician found that wires has to be fixed and parts needed. Looks like the previous technician left a mess. He submitted the report and CHW reply denying to pay because they need more evidence. I called the company and they explained me that they just cant accept the diagnostic, tech needs to present evidence. This tech called me a told me that he is not going to keep the fix because they are not accepting his reports. CHW sent another technician. This time he identify himself as ingeniero sent by choice. He fix some stuff and told me that the wires were a mess but he fixed. He replace some parts an turn on the system but need one more part. He was going to submit a report for authorization. Then CHW deny to pay and cancel the claim. They said that the report from the ingeniero said that tue damage in my ** were cause for external forces and they dont covers this. My complain is that they are not consistency in their resolutions. They dont believe the previous technician because they need more evidence but this one that just submitted a report convenient to then, them they believe without any extra evidence. This has been for more than 3 month Policy#: ********* Claim#: *********

  Business Response

  Date: 08/03/2022

  Dear ********: 

  CHW is sorry to hear of the customer's frustration regarding the air conditioner claim (claim no. 156680569). 

  On May 9, 2022, the customer submitted a claim for the air conditioner stating that it is not working properly. 

  CHW assigned the claim to our network vendor, however they were unable to complete the diagnosis. CHW reassigned the claim to StoneRidge Heating & Cooling to submit the diagnosis.  

  CHW communicated the claim determination to the customer stating, "It has been determined that the fan & limit furnace control, CTI board and igniter modular have failed from a power surge and need to be replaced. This issue is not the result of normal wear and tear. Please refer to your terms and conditions section A number 2; all systems must become inoperative due to normal wear and tear."

  On July 28, 2022, the customer contacted CHW and was advised that he has the option to hire a technician of his choosing and forward the findings to CHW for further claim evaluation.  However, to date, we have not received any documentation from the customer.  

  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