Complaints

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

close

Find a Location

Choice Home Warranty has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Choice Home Warranty

  90 Washington Valley Rd Bedminster, NJ 07921-2118

• 

  Choice Home Warranty

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

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

• Initial Complaint

  Date:06/24/2025

  Type:Product 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.

  Have acct for five ******** May dishwasher issue, maintenance came and submitted repair charge to them of ****** They declined and offered me ****** Lowes gift card I refused. In additional call they raised payment to ****** Check was to have been issued June ****** Never received. Have talked to them 6-8 times. Each time they say check was mailed to my *********** , In address Yesterday they said it was sent to my old address. I have never been told that and have given my current address each time as mailing address Manager came to line and told me it would now be another 30 days to receive check. Also that they were taking ***** of the check to reprocess the check. It is not my fault they sent to wrong address and I should not be charged for that error that they made.He said sorry thats the way to get the money or I could wait 90 days and then they would send my money. I dont really believe they even sent the check at all and since I have spoken multiple times to them and they have given my current address as the address it was mailed to.

  Business Response

  Date: 06/25/2025

  Stephanie W.,

  Choice Home Warranty (CHW)
  apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 282210203). 

  Our records indicate that CHW approved replacement with a buyout in the amount of $358 in accordance with section E(4) of the User Agreement.  The customer accepted the funds on May 16, 2025, and a check was authorized in lieu of a Lowe's eGift card.  

  Our records show that the check was mailed on June 3, under check no. 2598508 to the verified mailing address of 627 Shelby St, Shelbyville, IN 46176.  

  On June 23, the customer contacted CHW stating that the check was undelivered and they were informed that the check can be reissued with a $30 stop payment fee.  Nonetheless, CHW has waived the stop payment fee, and the check will be reissued within 30 days to the above referenced mailing address. 

  CHW requests this matter be closed.  

  Thank you,

  Lori M.
  Consumer Advocate

  Customer Answer

  Date: 06/26/2025

  [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 23514628, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Pamela Rudd

• Initial Complaint

  Date:06/24/2025

  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.

  This is regarding our rental property at *****************************************************************. Our ******* 24 top control dishwasher front door panel assembly part has not been received and installed / replaced in a timely manner. It has been two months (4/27/25) since the technician was sent out and paid a service call fee. Both the technician subcontractors office and choice home warranty customer service are telling us we have to wait even longer until august 1st to see if the part arrives. They have no guarantee that the part will arrive by august 1st leaving our tenants without a working dishwasher.We want a free second opinion from a new reputable contractor in order to get this dishwasher repaired asap.

  Business Response

  Date: 06/25/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the dishwasher claim (claim no. 282342770). 

  Our most recent records indicate that CHW has approved replacement of the dishwasher with a buyout in the amount of $358 in accordance with section E(3) of the User Agreement, "We have the sole right to determine whether a Covered Item will be repaired or Replaced (replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand, or color). We reserve the right to offer cash or cash equivalent 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 Item. Cash or cash equivalent offered in lieu of repair or Replacement does not include the costs of shipping, tax, or installation. When cash or cash equivalent is issued to Replace a Covered Item, You may not make subsequent claims on such Covered Item for 12 months from the date of issue." 

  The customer was notified of the approval on June 24, with the option of accepting and receiving a Lowe's eGift card within 30 days or the option of clicking "decline" which will prompt assignment of a Case Manager for appeal handling. 

  CHW requests this matter be closed. 

  Thank you,

  Lori M.
  Consumer Advocate

  Customer Answer

  Date: 06/25/2025

  [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 23512802, and find that this resolution is satisfactory to me.

  I have not received a personal email with said replacement offer, but perhaps it went to spam or was sent to my husband’s email.

  We look forward to receiving the offered Lowe’s gift card for $358 in order to purchase a new dishwasher for our home.

  
  
  
  Regards,
  
  
  
  Christine Henry

• Initial Complaint

  Date:06/24/2025

  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 March 18, 2025, I contacted Choice Home Warranty (CHW) regarding a malfunctioning dryer. I was issued a claim number and informed that a technician would be dispatched to my home on March 20. The technician did not arrive during the specified timeframe, and I was later told he was running late. Ultimately, he never showed.Subsequently, *** reassigned my claim to ****** Appliance Repair (EAR), with a new appointment set for March 24. The technician arrived and performed a repair; however, the dryer began malfunctioning again within 24 hours. I contacted ***, and they scheduled EAR to return on April 8. Once again, the technician failed to appear. After following up with ***, I was told the technician was ordering a part.On May 6, the technician returned and attempted another repair, which unfortunately lasted less than 24 hours. I informed *** that the original issue remained unresolved. They scheduled another visit with EAR but stated I would be required to pay an additional fee if I preferred to switch technician providers. Since then, the technician has not returned.Each time I contact CHW, I am told the technician is still waiting on a part. I am requesting assistance in getting *** to honor the service agreement I have paid for.

  Business Response

  Date: 06/25/2025

  Stephanie W.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may be experiencing regarding their dryer claim (no.: 277480403).
  
  On March 18, 2025, the customer placed a claim stating that
  the dryer was making a squealing noise while in use. CHW dispatched the claim
  to our vendor network and scheduled Whirlpool corporations for 3/20/25.
  Subsequently thereafter, the technician removed himself from the work order.
  Therefore, CHW reassigned the claim to Ensing Appliance Repair for 3/24/25.
  Based on the diagnosis received, CHW authorized the technician to replace the
  drive motor.
  
  CHW did not hear from the customer regarding this matter
  again until 4/8/25 wherein he stated the technician completed repairs on
  3/25/25 but the issues still persisted. As a result, CHW recalled Ensing
  Appliance Repair for 4/11/25. Please refer to section B(5) of the Service
  Contract, “If work performed under this Agreement should fail within 30 days,
  We will correct the failure without a Service Fee.”
  
  Based on his additional diagnosis, the technician was
  authorized the replace the belt.
  
  On 5/1/25, the customer stated that the technician came out
  on 4/24/25 but the unit was still squealing. Once again, CHW recalled Ensing
  Appliance Repair for 5/5/25. Based on his additional diagnosis, CHW authorized
  the technician to replace the dryer wheel but there was a delay in parts.
  Please refer to section E(13) of the Service Contract, “We are not liable for
  any failure to obtain timely service or delays in obtaining parts or equipment
  or for delays due to conditions beyond Our control.”
  
  After further claim review, CHW offered the customer cash
  back in lieu of replacement in the amount of $524.00. Please refer to section
  E(3) of the Service Contract, “We have the sole right to determine whether a
  Covered Item will be repaired or Replaced (as defined in Section K). We reserve
  the right to offer cash or cash equivalent 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 Item. Cash or cash equivalent offered in lieu of
  repair or Replacement does not include the costs of shipping, tax, or
  installation. When cash or cash equivalent is issued to Replace a Covered Item,
  You may not make subsequent claims on such Covered Item for 12 months from the
  date of issue.”
  
  Notification was emailed to the customer today (6/25) with a
  link to begin the replacement process. Funds are issued in the form of a Lowe’s
  E-Gift Card and subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.

• Initial Complaint

  Date:06/23/2025

  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 Home Warranty policy CHW. My large 3-door refrigerator broke, *** filed claim ********* on 12/28/2024, "fixed" in about 3-4 weeks. It again broke (same errors), another claim ********* on 3/10/2025 with another co-pay, fixed on 4/18/2025. Broke again (same errors), another claim ********* on 5/30/2025, wanted another co-pay, complained, *** agreed to reopen instead the previous claim *********. The technician came over again on 6/5/2025, he said that same parts that were replaced previously broke again, needs replacement at least number of parts, but probably something wrong with the refrigerator, he would not recommend continuing fixing it and questioned whether he will be paid by *** in case they decide to replace the refrigerator. Based on ***, he never filed his diagnostics, Ive called CHW many times, escalated the case, was assigned case manager, was told that theyve called the technician and his company without any action, and that *** cannot do anything without diagnostics, they have no estimation date when it will happen, just wait without the deadline. Ive explained them that even if the diagnostics is filed, it will take time for *** to approve it, assignment sent to the technician, parts to be purchased and received, appointment set and fix done, which will take at least 2 weeks based on prior experience, total 1.5 months to fix covered appliance, which is unacceptable time. Case manager response was that it is correct, but they cannot do anything about it. In case of repairs, the family will be without refrigerator for at least 1.5 months, and they cannot do anything about it, but even that is not happening anytime soon. They are also refusing to approve replacement. Practically, *** does not take any responsibility, they dont care that the house does not have refrigerator during the summer, my refrigerator is not functioning normally for 6 months, almost 1 month for the last claim and no solution in-sight. I refuse to wait any longer.

  Business Response

  Date: 06/25/2025

  Stephanie W.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may be experiencing regarding their refrigerator claim (no.: 276667958).
  
  After further claim review, CHW has offered the customer
  cash back in lieu of replacement in the amount of $1,199.00. Please refer to
  section E(3) of the Service Contract, “We have the sole right to determine
  whether a Covered Item will be repaired or Replaced (as defined in Section K).
  We reserve the right to offer cash or cash equivalent 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 Item. Cash or cash equivalent offered
  in lieu of repair or Replacement does not include the costs of shipping, tax,
  or installation. When cash or cash equivalent is issued to Replace a Covered Item,
  You may not make subsequent claims on such Covered Item for 12 months from the
  date of issue.”
  
  Notification was emailed to the customer today (6/25) with a
  link to begin the replacement process. Funds are issued in the form of a Lowe’s
  E-Gift Card and subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.

• Initial Complaint

  Date:06/23/2025

  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 is broken I have called multiple times for a resolution. I have asked for a different ***air man. They told me they would send a second opinion out and never did. Then they told me that the ***airman said my refrigerator was not cooling properly due to it was a hot garage so they would not. The refrigerator has not moved is now freezing my food and I cannot get a response from them. I have made several attempts to resolve this. At one point the customer service *** finally called me back and told me that she needed to place me on hold to finishing documenting another call she put me on hold for a very long time. She was extremely rude. I started messaging them to keep things in writing and they still have not ************* cannot reach anyone in customer service and their website doesnt work well.All I asked for was for them to fix my refrigerator.I also filed a claim for my pool that contained 3 items. They left off 2 of the items and made me submit another ticket resulting in another service fee. There is no resolution for any of my claims.

  Business Response

  Date: 06/25/2025

  Stephanie W.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may be experiencing regarding their second refrigerator and pool
  spa claims (no.: 286332724; 286966675; 289514812).
  
  Refrigerator (no.: 286332724)
  On May 28, 2025, the customer placed a claim stating that the bottom half of the
  refrigerator and freezer were not keeping the food cold. CHW dispatched the
  claim to our vendor network and scheduled Onix LK Services LLC for 5/29/25.
  Based on the diagnosis received, CHW authorized the technician to replace the fan.
  
  On 6/2/25, the
  customer stated that the refrigerator was still not cooling to the correct temperature.
  Therefore, CHW recalled Onix LK Services LLC for 6/13/25. Based on his
  additional diagnosis it was determined that the refrigerator had one evaporator
  and one fan for part of the freezer and refrigerator. However, the refrigerator
  is located in the garage and the environment is hot. Due to the over-heated
  conditions, the unit needs to be a model with two condensers and two fans to
  achieve the desired cooling. Therefore, the unit is not functioning due to the
  environment which has caused the system to overwork. Please be advised that is
  not considered a normal wear and tear failure.
  
  Per section A(2) of the Service Contract, “All systems must become
  inoperative due to normal wear and tear.”
  
  On 6/16/25, a claim determination letter was sent to the
  customer with the option to appeal and she did. Although upon speaking with her
  Case Manager the denial was upheld. The customer then requested a second
  opinion but CHW advised that we could not honor her request. Please refer to
  section E(4) of the Service Contract, “We reserve the right to obtain a second
  opinion at Our expense.”
  
  The customer has now reported a new issue with the refrigerator
  stating that the unit is over freezing. Therefore, the customer will need to
  place a new claim for the new issue and pay a new service call fee. Per section
  B(4) of the Service Contract, “You will pay a Service Fee in the amount set
  forth in Your Coverage Details to the Service Provider for each service request
  You submit to Us.”
  
  Pool Spa (no.: 286966675; 289514812)
  On June 2, 2025, the customer placed a claim stating that the pool pump display
  was not working. CHW dispatched the claim to our vendor network and scheduled
  Ralph Bosley’s Handyman Services for 6/14/25. Based on the diagnosis received,
  CHW authorized the technician to replace the display for the main pool pump. A
  repair appointment is scheduled for 7/4/25.
  
  CHW did not hear from the customer regarding this matter
  again until 6/17/25 wherein she stated the technician only checked the pump
  display. However, that he was supposed to check the heater and pool light as
  well. CHW informed the customer this was not included in her claim filing.
  Therefore, she would need to place a new claim.
  
  On June 18, 2025, the customer placed a new claim (no.: 289514812) stating that
  the pool heater and pool light were not working. CHW dispatched the claim to
  our vendor network and scheduled Ralph Bosley’s Handyman Services for 6/25/25.
  Notification was emailed to the customer on 6/19/25 with the technician’s
  contact information and appointment details.
  
  Thank you,
  Michelle C.

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: 23509058
  
  
  
  I am rejecting this response because:
  I asked for a new technician to come out on the refrigerator after their first visit due to issues with that vendor.  Choice #Warranty has neglected to put in information that I provided to them multiple times.  They are simply lying. 
  

  I let them know. The refrigerator was freezing on multiple occasions.  The issue was never fixed. 

  I also needed to add that when I had called I addressed three issues with the pool on the original call. They told me they were going to pull the phone call and nobody ever called me back. 
  
  
  
  
  
  Regards,
  
  
  
  Trisha Beard

  Business Response

  Date: 06/27/2025

  Stephanie W.,
  
  We apologize that the customer is still dissatisfied.
  Regarding her refrigerator claim, please refer to the Service Contract section
  E(4), “We reserve the right to obtain a second opinion at Our expense.” In addition, the claim is closed.
  
  Nevertheless, CHW would like to offer the customer one free
  service call fee towards her policy to use on a future claim. Please be advised
  that the service call fee must be added to the policy prior to placing the new
  claim. Should she choose to accept please have her email [email protected].
  
  Regarding her pool spa claim (no.: 286966675), CHW has
  listened to the call recording wherein the customer stated there was an issue with
  the pump display and pool heater. Therefore, CHW would like to offer the
  customer a refund of one service call fee paid on claim no.: 289514812 in the
  amount of $100.00.  Should she choose to
  accept as resolution to her complaint please have her email [email protected].
  Funds are mailed in the form of a check and subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.
  

  Customer Answer

  Date: 06/27/2025

  [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 23509058, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Trisha Beard

• Initial Complaint

  Date:06/23/2025

  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 filled a claim on the 6th of June for my refrigerator going bad. It has now stopped all together. I have called and called and all I get is we are working on it. The number they give you you have to put your number in and they will call you back but they don't always call back. Now it's the 23rd and still waiting for service. I also have a oven that went out and not heard anything about that service to fix it either

  Business Response

  Date: 06/24/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the refrigerator claim (claim no. 287930596) and the oven/stove/cooktop claim (claim no. 288854056). 

  Our records show that the refrigerator claim was placed on June 8, 2025, and that the oven/stove/cooktop claim was placed on June 13, 2025. 

  Per section B(2) of the User Agreement, "Upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, and appointment date and time upon acceptance of the request by a Service Provider. In some circumstances, it could take more than 48 hours for a Service Provider to accept the request." 

  Due to high service demands, CHW offered the option of the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation, which the customer declined.  As such, CHW escalated the claims with the dispatch department in order to locate available technicians to service the work orders as soon as possible.  

  Per section E(13) of the User Agreement, "We are not liable for any failure to obtain timely service or delays in obtaining parts or equipment or for delays due to conditions beyond Our control, including, but not limited to, labor difficulties..." 

  Nonetheless, as a gesture of goodwill and in lieu of awaiting scheduling, CHW is pleased to offer the customer a full refund of all paid premiums in the amount of $1,128.80 with cancellation. Should the customer wish to accept as resolution to this matter, they may email [email protected].  

  Thank you,

  Lori M.  
  Consumer Advocate

  Customer Answer

  Date: 06/24/2025

  Thank you for your help in solving this problem. When I asked them for a refund they refused earlier this week and told me to wait another couple of weeks. I kept explaining to them that I needed my medicine in a refrigerator. 

  Reimbursement for premiums isn't enough to buy another one or get my stove fixed but it will help. I did as them to send me the check ASAP so I can buy another one 

  Thanks very much 

  Betty Maroni 

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23507233, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Betty Maroni

• Initial Complaint

  Date:06/23/2025

  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.

  June 8 unit froze over I placed a claim but could not wait48 hrs for avendor Since I had visitors in the home and many children,. I asked for a reimbursement plan , but the person told me I was not eligible for reimbursement since I already had one this year. I Paid $149 to get the unit running.That was ****** co.the unit stopped cooling after five days, so I called ****** Back on the 13th.They assessed the unit and said that the blower went ****** that point I said I would have to wait for my home warranty to help with the repair.I went online to file another claim and it gave me a message that said I cant place another claim because one was placed in the last 30 days. So I called and when I called in the operator told me she would just reopen the June 8 claim. I waited 4 to 5 days for a vendor and then I asked her to please give me reimbursement plan.June 18th I was sent a reimbursement plan for the blower. **************** could not get to the repair till the following week, so I called Commonwealth. They came June 19 at 8:30 AM. We completed the online form. The owner received this text at 8:50 AM:WO: ********* is under review. We will contact you as soon as we have an update on the claim. To reply, go to:(site)At 8:53AM this denial email was sent to me:06/19/25Claim ********* ******************************************* ******** and *** ******.Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the work was completed prior to receiving approval from the authorization team. Please refer to section B3 of your policy. Your policy has the following exclusion, we will not reimburse for services performed without prior approval.With a denial email, I could not keep Commonwealth waiting so at 10:10AM the blower was replaced.After speaking to ******, the case manager,she communicated that the claim was denied because I did not wait for a vendor authorization code based on the June 8th claim.

  Business Response

  Date: 06/24/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the air conditioning claim (claim no. 287924578).

  Our records indicate that the customer placed their claim for service on June 8, 2025, stating that the unit is not cooling properly.

  Per section B(2) of the User Agreement, "Upon request for service, We will begin contacting Service Provider(s) within 4 hours. You will receive the name, phone number, and appointment date and time upon acceptance of the request by a Service Provider. In some circumstances, it could take more than 48 hours for a Service Provider to accept the request." 

  The following day, June 9, the customer corresponded with us stating that the repairs were already completed.  In response, CHW replied stating, "I understand your situation and the need for a vendor. However, reimbursement is not available without a prior diagnosis submitted by a technician and prior approval. Please refer to your home warranty agreement for coverage details." 

  Per section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval." 

  Per section B(6) of the User Agreement, "We have the sole right to select the Service Provider." 

  Thereafter, on June 14, the customer corresponded with us stating that repairs were completed out-of-pocket and that the unit continues to freeze.  Based upon this information, CHW returned the claim to dispatch for vendor assignment; however, due to high service demands, CHW offered the option of the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation, which they accepted. However, upon receipt of the diagnosis, CHW determined that the claim was non-covered as the repairs were already completed.  

  Nonetheless, after further claim evaluation, CHW is pleased to offer the customer reimbursement in the amount of $475 upon receipt of the paid repair invoice, for replacement of the blower motor with labor based upon their technician's repair estimate.  The customer may email the invoice to [email protected]. All payments are subject to 30 days processing. 

  CHW requests this matter be closed. 

  Thank you,

  Lori M.  
  Consumer Advocate

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: 23505340
  
  
  
  I am rejecting this response because:  

  Thank you for agreeing to reimburse for the repair under the reimbursement policy. I looked back to my policy to see if I could find the reimbursement steps, but I cannot find it in the policy. Would you please send me the updated handbook?

  
  

  In your account of what transpired, I see an error that hopefully will qualify why you are giving the refund.

  
  

  “ Thereafter, on June 14, the customer corresponded with us stating that repairs were completed out-of-pocket and that the unit continues to freeze.  Based upon this information, CHW returned the claim to dispatch for vendor assignment; however, due to high service demands, CHW offered the option of the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation, which they accepted. However, upon receipt of the diagnosis, CHW determined that the claim was non-covered as the repairs were already completed.      The cap is the portion I believe it was the problem with the miscommunication.

  
  

  THE REPAIRS WERE COMPLETED UNDER THE ORIGINAL CLAIM MENTIONED ABOVE. I PAID THAT CLAIM BECAUSE I COULD NOT WAIT FOR YOUR VENDORS. HOWEVER, JUNE 18 I WAS GIVEN A CLAIM UNDER THE REIMBURSEMENT POLICY AND WE SUBMITTED THE DIAGNOSIS VIA THE WEBSITE AT 8: 50 BY 853. I RECEIVED A EMAIL THAT DENIED MY CLAIM BASED ON THE WORK ALREADY DONE JUNE 8. WHEN I WENT TO FILE A NEW CLAIM FOR THE BROKEN MOTOR, I SEE AN ERROR CODE THAT SAYS I’VE ALREADY REPLACED A CLAIM WITHIN THE PAST 30 DAYS SO I CALLED AND THE OPERATOR MADE THE DECISION TO REOPEN THE JUNE 8 CLAIM INSTEAD OF GIVING ME A REIMBURSEMENT PLAN AND SHE DIDN’T OFFER TO PUT IN A NEW CLAIM. THIS PUT ME AS THE CUSTOMER AT A DISADVANTAGE ACCORDING TO YOUR POLICIES. I SPOKE TO #2 CASE MANAGERS AND THEY OUTRIGHTLY DENIED ANY KIND OF REIMBURSEMENT BECAUSE JUNE 8 I DID WORK ON THE UNIT AND THEY DIDN’T EVEN CONSIDER THE REIMBURSEMENT PLAN ON JUNE 18. 

  
  

  Nonetheless, after further claim evaluation, CHW is pleased to offer the customer reimbursement in the amount of $475 upon receipt of the paid repair invoice, for replacement of the blower motor with labor based upon their technician's repair estimate.  The customer may email the invoice to lmcfarlane@choicehomewarranty.com. All payments are subject to 30 days processing.”

  
  

  
  
  
  
  
  
  
  
  Regards,
  
  
  
  Patricia Y

  Business Response

  Date: 06/30/2025

  Stephanie W., 

  The customer corresponded with me on June 27, accepting CHW's offer to provide reimbursement in the amount of $475. As such, the check is currently processing which can take up to 30 days. 

  CHW requests this matter be closed. 

  Thank you,

  Lori M.
  Consumer Advocate

  Customer Answer

  Date: 07/02/2025

  [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 23505340, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Patricia Y

• Initial Complaint

  Date:06/23/2025

  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 has been terrible with the quality of technicians sent to my home. The customer service is poor. There is a significant lack of communication. You can never speak to a senior case manager. I have been with them for many years unfortunately just as an alternative. I had ****** worth of damage done to my home by a plumber sent from Choice. I would like to speak to a senior manager about all of this, no one helps. I would like a refund for my deductible.

  Business Response

  Date: 06/24/2025

  ********* *.,

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 280697924). 

  Our records indicate that the customer placed their claim for service on April 14, 2025, stating that water is leaking though the wall and ceiling. *** dispatched San Antonio ******** to submit the diagnosis. Upon inspection, *** approved the technician to gain access through the drywall in order to determine the leak location.  Based upon their findings, CHW approved replacement of the shower valve and cartridge and informed the customer of non-covered charges to account for replacement of the diverter as the failure was the result of physical damage.  

  Per section A(2) of the User Agreement, "Our sole responsibility will be to arrange for a qualified service contractor (Service Provider) to repair or replace the systems and components mentioned as Included in accordance with the terms and conditions of this contract so long as such systems and components: Become inoperative due to normal wear and tear." 

  The customer placed an appeal prompting assignment of a Case Manager who returned the claim to dispatch to obtain a second opinion diagnosis. Per section F(14) of the User Agreement, "We reserve the right to obtain a second opinion at its expense." 

  Our records show that the claim was reassigned to JP Group ******************* d/b/a W-3 ******** who reported that they were unable to locate an active leak. Thereafter, the technician was scheduled for a recall appointment to reinspect the issue; however, they were subsequently removed from the work order due to their refusal to submit their findings.

  On April 29, CHW reassigned the claim to A-Snap ***************** Upon inspection, *** approved replacement of the spout diverter, cartridge, wax ring, and bolts.  Our records show that repairs were completed on or about May 17.  

  With respect to the customer's request for monetary compensation for damages, *** is not responsible for any potential negligence caused on behalf of the contracted service providers in accordance with section F(19) of the User Agreement, "You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Providers performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages." 

  Therefore, the customer must direct their complaint to the service provider in accordance with the terms of the contract. 

  No further action will be taken. 

  While we regret to hear of the customers frustrations, CHW has abided by the contract terms and conditions and requests this matter be closed.

  Thank you,

  **** *.  
  Consumer Advocate

   

  Customer Answer

  Date: 06/24/2025

  
  Complaint: 23505245
  
  I am rejecting this response because: I have requested to speak to a senior manager, and have requested this numerous times with no call back. My complaint is in regard to all of this and my dry wall claim. How do I speak to an actual senior manager? I have been with your company for over 5 years. 
  
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 07/09/2025

  ********* *.,
  
  CHW is sorry to hear of the customers continued frustrations;however, our records show that the customer spoke with Escalation Manager,Tsafiq S. who informed the customer that *** is not liable for any potential negligence or damages that may have been caused by the contracted service provider, nor is *** an insurer of the service providers performance in accordance with section F(19) of the User Agreement.
  
  Therefore, the customer they must direct their request for compensation to the service provider in accordance with the terms of the contract. 

  There is no further action CHW will take. If the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract. 

  CHW requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate

• Initial Complaint

  Date:06/22/2025

  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.

  just want them to do what they say they are going to do. They are terrible. Been waiting 3 weeks for service, rescheduled 2 time because of my location. They are only interested in a quick **** and they have treated me poorly have had 5 claims in 4 years and its been a nightmare every time.

  Business Response

  Date: 06/23/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the dishwasher claim (claim no. 288097318). 

  Our records indicate that the customer placed their claim for service on June 9, 2025, stating that the dishwasher will not turn on.  

  On June 10, CHW assigned the claim to Bargain Appliance Repair with an appointment scheduled for June 17; however, the technician was unable to keep the appointment due to scheduling conflicts. Per section E(12) of the User Agreement, "You agree that We are not liable for the negligence or other conduct of the Service Provider..." 

  Our most recent records indicate that the appointment has been rescheduled to Wednesday, June 25, between the hours of 11-3.  As such, CHW will determine coverage upon receipt of the diagnosis accordingly. 

  Thank you,

  Lori M.  
  Consumer Advocate

• Initial Complaint

  Date:06/22/2025

  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.

  Bought a home warranty and turned in a claim over two mounth ago to get hot water heator repaired. They keep telling me they are working on it but they have not fixed it. Keep getting run around on fixing. We need hot water. I bought a yearly policy and they are not helping get problem resolved. Asking for help. Choice Home Warranty is the name of company.

  Business Response

  Date: 06/24/2025

  Stephanie W.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may be experiencing regarding their water heater claim (no.: 283243871).
  
  On May 4, 2025, the customer placed a claim stating that
  there was very little hot water. CHW dispatched the claim to our vendor network
  and scheduled Independent Assessments for 5/7/25. Subsequently thereafter, the
  technician informed CHW he was unable to complete the work order. Therefore,
  CHW reassigned the claim to Superior Sanitation for 5/15/25.
  
  On 5/21/25, the customer stated that the technician rescheduled
  on multiple occasions. As a result, CHW placed the claim back in our vendor
  network, but we are experiencing delays. As an alternative, CHW offered the
  customer our reimbursement option, but he declined.
  
  Nevertheless, CHW would like to offer the customer a full
  refund of the renewal term (10/10/24 – 12/10/25) in the amount of $782.28 with
  cancellation. Should the customer choose to accept as resolution to his
  complaint please have him email [email protected].
  Funds are mailed in the form of a check and subject to 30 days processing.
  Pease be advised that the claim will be closed should the customer accept the
  above offer.
  
  In the interim, the claim has been escalated to our highest
  level of dispatch and is pending reassignment at this time.
  
  Thank you,
  Michelle C.