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:07/27/2022

  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.

  Choice Home warranty failed to renew our policy ending in a gab in coverage, they offered a reimbursement for the inconvenience but no manager has contacted us to try to resolve this and approve our reimbursement. We've asked 5 times for them to call and we have pushed back our AC being fixed since they won't refund us if our AC is fixed before Choice Home warranty approves the job. The case manager ******** is not returning calls or emails and the best that their resolutions department could do was give us 2 months of coverage free for the inconvenience of our gap coverage.

  Business Response

  Date: 08/02/2022

  Dear ********:

  CHW is sorry to hear of the customer's frustrations regarding the claim for their air conditioner (claim no. 162238300).

  On June 21, 2022, the customer placed a claim for their air conditioner stating that it is not cooling properly.  CHW allowed the customer to chose their own technician to submit the diagnosis for claim evaluation.  Upon inspection, it was reported that electrical terminals on the compressor blew out releasing all of the refrigerant which contaminated system.  

  CHW communicated the claim determination to the customer stating, "It has been determined that the compressor terminals are blown, resulting in a total loss of refrigerant. The condenser requires replacement. 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."

  The customer purchased the policy on June 20, 2022 and the contract term start date was July 20, 2022. Therefore, the policy was not in effect when the customer placed the claim. 

  While we regret to hear of the customer's frustrations, CHW has abided by 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.

  I have had Choice since 2018. We started calling in 2019 for our first service for our furnace. Since then we have called 9 other times. We have had 4 HVAC technicians come out. 3 of which were CHW certified. All 4 have said our furnace needs to be replaced. The last technician said it would be highly dangerous to even turn it on. We had called the last time on June 24th when our unit stopped working. They agreed to repairs instead of replacing. They charged us ****** for an air handler because it wasnt covered. The technician called 3 weeks later saying he could start installing but quit Choice that day when the order wasnt correct. A new company was assigned. They said I dont even have an air handler and now Choice hasnt refunded my money. Nor have they approved us for a new unit. We were without air for nearly 6 weeks all the while I was still paying my monthly fee and then holding my $596.25.

  Business Response

  Date: 08/01/2022

  Dear ********: 

  CHW is sorry to hear of the customer's frustrations regarding their air conditioner claim (claim no. 162630172). 

  On June 29, 2022, CHW authorized replacement of the customer's condenser and advised the customer of non-covered charges in the amount of $596.25 for the cost of the air handler.  The customer agreed to the charges and the amount was debited from her credit card on file accordingly. 

  On July 13, 2022, CHW reassigned the claim to Comfort Advisors Heating & Cooling who indicated that the repair consisted of replacing a blower motor and wheel. CHW authorized the the claim and the repair has been completed.  

  As such, CHW has issued a refund to the customer in the amount of $596.25 for the cost of the air handler. Please allow 30 days for processing. 

  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.

  needed a repair done to a water hole **** i been with choice home for some years if this warranty wasn't under my claim, they should had said so on my calling the repair people. call about a week later they came out took pictures for the part called a week later to tell me i was denied i ask about a refund of ***** i was told no refund. ************ warranty tell when something not covered.

  Business Response

  Date: 08/01/2022

  Dear ********,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding their plumbing system claim (no.: 165481264).
  Based on the diagnosis from the technician ******** Painting & Home Improvement, it was determined that the exterior hose bib was failing.
  
  Please refer to the terms and conditions section A number 2; All systems must be located inside the main foundation or detached garage (with the exception of pool/spa, well pump, septic tank pumping, sprinkler system and air conditioner.
  

  In regards to the customers request to be refunded the $85.00 service all fee, 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 the customers dissatisfaction CHW will refund the customer the $85.00 service call fee at their request.
  

  CHW requests this matter be closed as we have honored the customers request.
  

  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.

  Ive been a customer of ********************** for over 2 years now. My refrigerator went out. I contacted choice home warranty. They sent a technician out that I used before. The technician in the past was rude, racist and unprofessional and I had to ask him to leave my home in a previous experience. I didnt realize who he was this visit until he entered my home. He was acting strange and demanded my $85 upfront cost before checking out my refrigerator. I paid him and I was watching him as he worked. He kept stalling as if he didnt want me watching him. I walked away. 3 minutes after I walked away he said he found the problem. He said my problem was the compressor and that I had pest that caused the damage. I immediately told him that I never had pest in my home not one *****. I lived in my home 11 years and never had 1 ***** because I exterminate regularly. I told him that if he found anything in the back of the refrigerator it probably was dead and was there when I purchased the refrigerator 5 years ago from a warehouse. Choice home warranty refused to fix my refrigerator because they feel that this was the problem. If this was the problem for the damage wouldnt the pest be active and in my home, ice and water?? The technician didnt show me what he found. He closed the refrigerator up without showing me. I feel the technician retaliated because of our argument awhile ago when I asked him to leave my home. Choice home warranty took his word over mine and I am their customer?? I asked them to send another tech out and they refused. Choice home warranty is the worst of all home warranty companies. I researched online and they have so many complaints. They have the worst technician. They dont care about their customers.

  Business Response

  Date: 08/01/2022

  Dear ********,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding their refrigerator claim (no.: 166198372).
  

  Based on the diagnosis from the technician Bethel Tech Serviceman, it was determined that the compressor for the refrigerator was pest damaged and must be replaced. Pest damage is not 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.
  

  In lieu of the claim denial, a CHW case manager offered the customer two free months of the paid policy premium.The customer accepted on July 27, 2022 and CHW waived payment for the months of August and September 2022.
  

  CHW requests this matter be closed as the customer accepted our offer and we were in compliance with the terms of the policy.
  

  Thank you,
  

  The CHW Team

• Initial Complaint

  Date:07/27/2022

  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.

  My refrigerator has been broken since May 2022. We are now going into August soon with no resolution yet. We waited for 2 months for a part that did not fix the issue. Then the technician said he could not fix it. Then they came back and said that the part was the wrong one. Now they ordered another part with no estimated ship date. We don't even know if that will even fix the problem. All faith is lost in the technician and Choice Warranty as well. This is unacceptable and is costing us a lot of money having to eat out and the amount of gas as well to go out.

  Business Response

  Date: 08/01/2022

  Dear ********,
  

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 155453233).
  

  Based on the diagnosis from the technician New Legacy Appliance Repair LLC, repairs were completed on July 3, 2022. However,the customer reported additional failures. The technician reported to CHW that he was working with ** to have them provide a replacement compressor as the part was still covered under manufacturers warranty.
  

  Please refer to the terms and conditions section E number 7; We are not responsible for any repair,replacement, installation, or modification of any covered system or appliance arising from a manufacturer's recall or defect of said covered items, nor any covered item while still under an existing manufacturer's or distributor's warranty.
  

  On July 26, 2022 CHW spoke with the customer and advised that we were still pending an update regarding the availability of the compressor from the manufacturer.
  

  Nevertheless, due to the unforeseen delay CHW is pleased to offer the customer a replacement amount at their request for their refrigerator in the amount of $1,549.00.
  

  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.
  

  Should the customer choose to accept the replacement amount offer they may e-mail ******************** at [email protected] is subject to 30 days processing from the date of acceptance.
  

  CHW requests this matter be closed as we have offered to replace the customers refrigerator at their request.
  

  Thank you,
  

  The CHW Team

  Customer Answer

  Date: 08/01/2022

  [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,
  
  Dkissy *******