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:07/28/2022

  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.

  This complaint is with regard to a leaky A/C unit malfunction. The original technician was sent from Choice who diagnosed the A/C repair had the part which would resolve the issue. Choice then cancelled the service and clamed that the company did not have the repair part, which was false as I contacted the repairman directly. Choice then rescheduled a second technician 7 days later, with EMS services who claimed that the appointment was never made. I called both your company and EMS and the appointment was then rescheduled. We have been dealing with no A/C for 14 days as we await your preferred technician to again diagnose the issue. We have an 8 year old and a 83 year old in the home and they are suffering in 105 degree heat in ***** while Choice continues to reschedule with a repair service that will diagnose service to this unit. Additionally during this time the Unit is leaking inside our home and creating further interior damage to the drywall and surrounding structure.Your warranty claim service has already shown several examples of fraudulent business practices and due to your inability to effectively perform service on a standard A/C repair in a timely and effective manner.

  Business Response

  Date: 08/03/2022

  Dear ********: 

  CHW is sorry to hear of the customer's frustrations regarding the air conditioner claim (claim no. 165834376). 

  On July 18, 2022, the customer placed a claim for the air conditioner stating that water was pooling at the base of the air conditioner and is not reaching temperature. 

  CHW dispatched Austin Handyman 512 to submit the diagnosis. Upon inspection, it was reported that the unit required a thermal expansion valve.  CHW authorized the replacement of the valve, however the technician was unable to supply the valve, stating, "I cannot supply online parts". 

  On July 31, 2022, CHW submitted the claim for vendor reassignment, however, CHW also offered the customer the option use a technician of their choosing and submit the diagnosis for claim evaluation. The customer chose to use their own technician, however, to date, their diagnosis has not been submitted for claim evaluation. 

  While CHW regrets to hear of the customer's frustrations, CHW has abided by the policy terms and will complete the claim determination upon receipt of the diagnosis from the customer. 

  Sincerely, 

  The CHW Team 

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair 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.

  We purchased a policy from Choice Home Warranty on 8/15/21 for approximately $3100. We filed a repair request in March of 2022 for the stove (Claim #*********) On 3/27/22 repair person came, told us he would send in the work order and return to repair the stove. We paid the $65.00 service charge. After not hearing anything, and not receiving a response from ******** *******s, we called CHW and were told they would send another technician. The technician came, said he was only prepared to repair the stove and not the stove top, he would send the information to CHW by email. CHW opened a new claim number (*********) On 5/17/22 the claim was assigned to CT appliance. On5/26/22 it was reassigned to ******* ************* ******* Time Heating scheduled an appointment, and was a no show. They rescheduled, called and cancelled and rescheduled for the following week. They called the day of the appointment and stated they were not coming. on ***************** appliance was reassigned, they came, diagnosed the problem,sent the information to CHW.I paid another service charge. CHW wanted a 2nd technician to come. CHW told me that South Park was unable to fix the appliance - which is not true. I was told via phone they would reassign South Park. South Park never received the work order. I called CHW and was told they could not reassign. On a subsequent phone call I was told they could reassign. I was told I could ask for reimbursement and find my own technician. I received conflicting information on this too. One told me I would receive full reimbursement, another told me the service call would not be reimbursed and CHW may or may not approve the repair. I would like my stove repaired by South Park Appliance, who already diagnosed the problem. I would also like reimbursement of the $65.00 2ndservice fee,as Ishould only pay a service fee once. The information I receive from CHW is conflicting. The reimbursement does not work for me as I am not guaranteed the cost.

  Business Response

  Date: 08/02/2022

  ********,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding their oven stove cooktop claim (no.: 157577935).
  

  We apologize for the unforeseen delay in repairing the customers unit. The parts to repair the unit are still on back order with no estimated time of arrival. As for the customers request to have South Park Appliance complete the repairs, they are unable to do so without the necessary parts.
  

  Nevertheless, CHW is pleased to issue the customer their policy cap in the amount of $3,000.00.
  

  Please refer to the terms and conditions section E number 2;You agree that, in no event, will Our liability exceed $3,000 per contract item for access, diagnosis and repair or replacement.
  

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

  CHW requests this matter be closed as we have fulfilled our contractual obligation.
  

  Thank you,
  

  The CHW Team

  Customer Answer

  Date: 08/03/2022

  [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:07/28/2022

  Type:Service or Repair 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.

  BEWARE!!! BEWARE!!!!!!I bought a home warranty with this company and has been nothing but a hassle.My a/c has been broke for 6 weeks..first round they could not find a contractor so choice offered me an outside authorization but nobody will work with them.so now I am back with them and they can not find me a contractor. I am probably just canceling this and finding another home warranty company.BEWARE....Choice does not install replaced appliances...I never knew this..the others replace units that can not be repaired.My microwave broke so they went out and told me they were sending me a check for $191 and it would be 4-6 weeks. I said wait I do not want a check I want it replaced. the claims specialist said that Choice does not install built in appliances(almost all appliances are built in) they just send a check to buy microwave...So it cost me $450 to replace and reinstall the microwave. It cost me 300 for unit and 150 to install.Very very shady company...

  Business Response

  Date: 08/02/2022

  Dear April,
  

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

  On August 2, 2022, CHW spoke with the customer and offered to escalate the air conditioning claim with the dispatch manager which he accepted as resolution.

  With regard to the microwave claim, CHW has offered to issue an additional check for $259.00 which is the difference of the full amount Mr. **** paid to replace the microwave. The customer has accepted this offer in full and final resolution to this matter.
  

  CHW advised up to 30 days processing time and the check will be mailed to the billing address on file.
  

  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: 08/03/2022

  [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 will work for me.
  
  Thanks. 
  
  ***** Klan

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair 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 in March 2022 paying the $75 dollar service fee. I got assign a Tech to repair my Ice maker and ever since never got the service I paid for. The Tech had lied about coming to repair my Ice maker over ******************* time off from work and my wife. I cal Choice and tell them that when he did manage to come out , he never could fix the problem. He had tried 5 times and said he dont know what it is. I was told by choice home warranty they have 3 times to fix it or they will just replace the unit itself. But when I called choice they told me I would have to wait to see what the tech says since they cant even get in contact with him and I would have to start a new claim and pay another service fee out of pocket. I ask for Corporate number and they lied and gave me the tech that never shows up number instead. Last cal to choice home warranty was yesterday morning.

  Business Response

  Date: 08/02/2022

  Dear April,
  

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

  In order to expedite this claim and in an effort to resolve this matter, CHW is pleased to offer the customer a buyout for his appliance. CHW is offering the customer $1,199.00 for the appliance.
  

  Please refer to policy terms and conditions section E.5: 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.

  Should the customer wish to accept this as resolution please email *********************************.
  

  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

  [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,
  
  *********************

  Customer Answer

  Date: 08/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/27/2022

  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.

  We have a single unit of ******* sump pump that has a second pump which is a battery back up. We had a storm on July 6 2022 and the power was out for 8 hours. The battery back up failed to pump out the water and the basement was flooded. We have a 6 year policy with Choice Home Warranty #********* which covers sump pump failure. CHW refuses to replace the unit claiming that the policy does not cover the second sump pump which is false since there is a single unit which needs to be replaced. The case manager was unhelpful and insincere and tried to get me a quote for over $1600 for replacing the unit by myself. I have just bought a ***** sump pump which also has a second pump in it and the battery for $800 and the installation cost will be around $200. Choice Home Warranty has sent the technician twice but seem to have no intention for implementing their contract.

  Business Response

  Date: 08/02/2022

  Dear ********: 

  *** is sorry to hear of the customer's frustrations regarding the sump pump claim (claim no. 166142092). 

  On July 20, 2022, the customer submitted a claim for the sump pump stating, "We had flooding in the basement because the power went out for 8 hours. The ******* sump pump has a battery back up which may not be working properly."

  *** dispatched ***** Services to diagnose the failure. Upon inspection, it was reported that the back-up pump has failed and will need to be replaced. 

  *** communicated the claim determination to the customer stating, "It has been determined that the emergency sump pump back up system is failing. This is not an included system. Please refer to your terms and conditions section D; *** is not responsible for any systems and components not listed in coverage section D or optional coverage section E (if applicable fees paid) of the home service agreement."

  The customer appealed the claim determination and spoke with the assigned Case Manager regarding the appeal.  The customer was advised that the emergency sump pump back-up system is not an included system in User Agreement.  

  Please refer to Section E(4) of the *** User Agreement, "EXCLUDED: Sewerage ejector pumps - Portable pumps Backflow preventers Check valves - 
  Piping modifications for new installs."

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

  Sincerely, 

  The *** Team 

  Customer Answer

  Date: 08/02/2022

  [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:07/27/2022

  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.

  I purchased a home warranty from Choice Home Warranty in July 2021 and paid one year in advance for the service. I called for a service order in July 2022. They took several days to assign a contractor. The contractor came out and did an evaluation and I paid him $65. He insisted that I pay in cash instead of by check which is what the Home Warranty company asked me to do. So I paid him in cash. Then Choice Home Warranty cancelled the work order with that contractor because I had called them to say that no one showed up. They weren't supposed to cancel him, just get him to schedule with me. Then they assigned another contractor and they came out. He sent the evaluation report the *** and they refused to cover the plumbing repair except for the faucet and the supply line. I had confirmed with the service center employee, ****, that everything was covered. When I called to ask why it wasn't covered, their **** ******* stated that even though my original sales rep and the service center told me everything was covered, it's not and I should have read the entire contract. I didn't even get the contract until weeks after I paid for the service. I didn't get to read it before I paid for the service. And why would they openly allow their employees to lie to their customers? I want my sink fixed asap in whole. I may also ask for my money to be refunded since I didn't get what they sold me. And, I never got a receipt for the $65 I paid to the first contractor. Also, their sales department calls and emails me every single day to get me to sign up for another year. Yet, it's very hard to get someone from the service **** to contact me. When you call the company, you can talk to sales with no waiting, but service is an extended wait for 20+ minutes and they urge you to use their website for communication.

  Business Response

  Date: 08/02/2022

  Dear April,
  

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

  It has been determined that the kitchen faucet and supply lines were approved for replacement. Additionally, the drain lines are leaking and have been improperly repaired and are in need of replacement. This is not a failure that occurs under normal wear and tear conditions. Please refer to terms and conditions section E number 5. This Agreement only covers failures due to normal wear and tear. Lastly, the sink is rusted and needs to be replaced. Please refer to terms and conditions section C number 13 Excluded; CHW is not responsible for Sinks.
  

  On July 27, 2022, CHW spoke with the customer and explained the claim determination. CHW messaged the vendor advising CHW will be covering the faucet and supply lines and authorized $340.00. CHW requested the vendor to reach out to the customer to schedule repairs.
  

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

  Sincerely, 
  

  The CHW Team

• Initial Complaint

  Date:07/27/2022

  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.

  Filed a claim with Choice Home Warranty on May 31, 2022 because our air conditioning was not working and the house was not cooling. *****(the ** repair company) indicated that the unit had to be replaced as it was leaking Freon and Chlorine which is hazardous. I did not hear from the insurance company or the repair company(*****). On July 17, 2022, I contacted ***** again as well as Choice. I was then told my Choice that I would have to pay $4552 to have the system replaced. Apparently, they don't have the part to repair. Over the course of the next week, I inquired with Choice multiple times in an attempt to get an explanation. Choice only stated that that amount was approved to be paid by me. One rep asked if I read the warranty. I indicated I did and it appears that Choice should be repairing the *** She then stated I could cancel the agreement and she would transfer me to cancellations. I indicated that I wanted my ** repaired and I need to know why Choice is contributing very little to have it repaired. After speaking with several reps, none could explain. Also, they said I could not appeal. This seems like a scam as I purchased a warranty and now they are unwilling to pay to have the ** repaired or replaced. It now has been close to 60 days without a solution

  Business Response

  Date: 08/02/2022

  ********,
  

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding their air conditioner claim (no.: *********).
  

  Based on the diagnosis from ************** **** the technician was authorized to complete the repair. Due the incompatibility of the replacement component within the existing system, the system needed to be upgraded. There were additional non-covered cost(s) due to the technician in the amount of $4,552.50. The customer was notified of such on June 10, 2022.
  

  Please refer to the terms and conditions section C number 10 Excluded; We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment including but not limited to the required replacement of Air Handlers when replacing Condensers,and Condensers when replacing Air Handlers.
  

  Recovery/reclaim: $75.00
  Line set flush: $100.00
  Load calculation: $150.00
  Programmable thermostat: $195.00
  Mechanical permit: $150.00
  Electrical permit: $150.00
  A/C disposal: $75.00
  Evaporator coil disposal: $75.00
  Pad: $95.00
  Disconnect/whip: $110.00
  Drain line: $115.00 $115.00
  Return modification $215.00
  Supply modification $215.00
  Drain pan: $235.00
  Float switch: $65.00
  Labor for condenser: $337.50
  Condenser: $2,195.00
  Non-covered Total: $4,552.50
  

  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
  

  CHW did not hear from the customer again regarding this matter until July 18, 2022 wherein the customer inquired regarding the upgrade of their unit. The customer did not agree to the non-covered charges.
  

  Nevertheless, due to the customers dissatisfaction CHW is pleased to authorize the remainder of the customers policy cap directly to the technician. The customer has a policy cap in the amount of $3,000.00.
  

  Please refer to the terms and conditions section E number 2;You agree that, in no event, will Our liability exceed $3,000 per contract item for access, diagnosis and repair or replacement.
  

  Choice Home Warranty has authorized $3,000.00 directly to the technician and the customer will owe the remainder ($2,570.00).
  

  CHW requests this matter be closed as we have fulfilled our contractual obligation.
  

  Thank you,
  

  The CHW Team
  

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising 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 moved into our newly purchased home on July 15. Prior to moving in the upstairs HV** was not working which was a new problem since the home inspection. We called a local ** company recommended by our realtor. The problem required 3 visits before the ultimate problem was apparent and the solution determined was the entire unit required replacement. We had a home warranty in place through Choice Home Warranty. We called on July 20,2022 to Choice to report the problem and the assessment we had been given. We were told by the Choice representative that we could go with the ** company we had already had look at the unit. The representative stated they would not be sending out one of their own people since we already had the assessment done. We were told we did not have to use their contracted ** service. However, an ** technician contracted by Choice from another ** company did end up coming out several days later regardless and had the same assessment - the unit would have to be replaced. We had already agreed to go with our original company who has a very good reputation in the city. However, Choice did not honor this and refused to pay for the replacement because we had not used the company they had sent out even though they had said they would not be sending anyone out. When we presented our case to the case manager on July 27, 2022 they accused us of resorting to our own recognizance. We were refused the right to speak to anyone else beyond this case manager. Ultimately we asked for a refund for the warranty itself which was only partial due to a $50 Cancellation fee. In addition we had to pay the $75 fee for the second ** technician that Choice had decided to send out despite saying they would not.

  Business Response

  Date: 08/01/2022

  Dear ********,
  

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding their air conditioner claim (no.: 165864133).
  

  Based on the diagnosis from Expert Heating & A/C *************** the customer was approved for a condenser. CHW was supplying the condenser and covering the technicians labor.
  However, on July 27, 2022 the customer stated that they got their own technician to repair the unit and requested to be reimbursed. CHW did not approve these cost(s).
  

  Please refer to the terms and conditions section B number 3; We will not reimburse for service performed without prior approval.
  

  Please refer to the terms and conditions section B number 6; We have the sole right to select the service provider.
  

  The customer then requested to cancel their policy (no.: *********). CHW honored the customers request and the cancelled the policy. A refund in the amount of $325.00 was refunded back to the customers account ending #**** on July 28, 2022.
  

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

  a. If You cancel within the first 30 days of the Order Date,We will refund the paid Agreement Fee less any Service Costs incurred by Us (unless prohibited by law).
  b. If You cancel at any time after the first 30 days from the Order Date:
  

  i. We will pay You a pro rata refund of the Agreement Fee paid for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us (unless prohibited by law).
  ii. If Our Service Costs are greater than the Agreement Fees to be refunded, You shall pay us the lesser of:
  

  A. the difference between (i) Our Service Costs; and (ii)the Fixed-Term Agreement Fees paid, or the Annual Monthly Agreement Fee paid;or
  B. for Monthly Plans, the amount by which Your Annual Monthly Agreement Fee exceeds the Annual Monthly Agreement Fee paid in the year of Your cancellation.
  

  iii. 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.
  

  Due to the continued frustrations of the customer, CHW is pleased to refund the additional monies paid in the amount of $125.00 to constitute a full refund. Please allow up to 30 days for processing.
  

  CHW requests this matter be closed as we have agreed to issue a full refund to the customer.
  

  Thank you,
  

  The CHW Team

• Initial Complaint

  Date:07/27/2022

  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.

  Called on 7/23 for issue with my pool not running. Stated they would have someone contact me to diagnose with in ***** hours. No call or email. Called on Monday 7/25 to see if they found someone and they had not told me they would escalate and I would hear back within ***** hour did not. Called again today asked if they could put in writing that they would reimburse me for the cost of the diagnosis and repair less my $75 co pay since they offered for us to find our own tech. And they refused to put anything in writing. Now the pool is turning green from not running and I will have to now not only pay to have the repair done but have the pool cleaned and re-balanced. I just want to know that they will reimburse me all but the $75 co pay and now I will need my pool to be cleaned and rebalanced.

  Business Response

  Date: 08/02/2022

  Dear April,
  

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

  The claim has been escalated with dispatch and High ************************ has been assigned to the claim and an appointment has been scheduled for Sunday, August 7th, 2022 between the hours of 03:00 PM and 08:00 PM.
  

  In an effort to resolve this matter, CHW will issue a refund for $75.00 as the customer requested, in full and final resolution.
  

  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: 08/10/2022

  
  Complaint: 17632730
  
  I am rejecting this response because:
  
  The comapnay came out on Saturday Aug 6th and it was 2 young kids maybe 20 and they never submitted a claim or got back to us. It is now going on 3 weeks without a working pool. 

  I woulld like someone out here who knows what they are doing ASAP. I would like my pool backc to normal by this weekend!!!
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/16/2022

  Dear ********: 

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

  On August 13, 2022, CHW received the diagnosis from the technician and issued a claim determination stating, "It has been determined that the crack was previously improperly repaired with flex seal and requires repair. Based on information obtained, this unit has not entered the policy in proper working order and is not working properly due to pre-existing conditions. Please submit proof of current repairs being completed for future coverage to ******************************** 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."

  Should the customer not be in agreeance with the claim determination, the customer has the option to appeal and a Case Manager will be assigned accordingly. 

  CHW requests this matter be closed. 

  Sincerely,

  The CHW Team 

• Initial Complaint

  Date:07/27/2022

  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.

  My policy is *********. I filed a claim due to a problematic rear hose bib on my home. The home warranty clearly states it covers hose bibs. I was told the issue is not covered because is not on the inside of the main foundation of the home. This is incorrect. The issue was inside my wall in my master bedroom and that is what was repaired inside the wall of my master bedroom inside the foundation of my main residence. I paid $65.00 service fee then had to pay the plumber another $158.00 to settle the ****. When the lady I filed the dispute claim with called me, she advised she would call the plumber and try to help as a one time courtesy. I advised her I paid it in full and she said she couldnt help me then. I would like to be reimbursed the $158 or I want a refund for my entire policy covered from August 2021 - October 2022 which is $480. I called the office of the president of Choice Home Warranty and received no reply yet. I find it absurd she was willing to go ahead and pay the plumber, but since I had already paid him in full so he didnt have to be out the money, she said I couldnt be reimbursed.

  Business Response

  Date: 08/02/2022

  Dear April,
  

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

  On August 2, 2022, CHW spoke with the customer and in an effort to resolve this matter, CHW will issue $158.00 as ****************** requested and leave the policy active. 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

  Customer Answer

  Date: 08/02/2022

  [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,
  
  *****************************