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:06/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2025, I noticed that our air conditioning wasn't cooling properly. I contacted Choice Home Warranty, who sent out an HVAC technician on 4/16/25 claiming that my system needed a new condenser fan and control board. I was charged $75 for this mis-diagnosis. I did not find this to be the likely problem, so I contacted my own **** company, who confirmed that the condenser fan was fine and that my system did not even have a control board. Instead, it needed a new filter drier and to have the refrigerant refilled. Upon inspection, it was also noted that the capacitor was failing. When I submitted these charges to ***, they stated they do not cover refrigerant-related issues. However, capacitors are listed as being covered. ***, however, was only willing to pay for the capacitor part, but not the one hour of labor to install the capacitor. I am seeking payment for the one hour of labor to install the capacitor, as stated should be covered in the contract, as well as a refund of the $75 fee for the initial HVAC technician who did not properly diagnose my system. Thank you.

  Business Response

  Date: 06/23/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the air conditioning claim (claim no. 278867729). 

  Our records indicate that the customer placed their claim for service on March 30, 2025, stating that the unit is not cooling properly. CHW dispatched LB Mechanical, Inc. to submit the diagnosis. Upon inspection, CHW approved replacement of the board and fan motor assembly.  However, the technician was subsequently removed from the work order due to the delay in completing the repairs. 

  In lieu of awaiting dispatch, 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 accepted. Upon receipt of the diagnosis, it was determined that the claim is non-covered as the failure was the result of a leak located as the refrigerant line set where it connects to the filter drier. In accordance with section C(7), CHW excludes coverage for, "refrigerant line sets".  

  The customer placed an appeal stating that there was an additional failure to the capacitor, and it was explained that the claim will remain non-covered for the leak at the line set, however CHW offered to provide coverage for replacement of the capacitor. As such, CHW is pleased to offer the customer reimbursement in the amount of $300 to account for the cost replacing the capacitor in the amount of $75, the cost of labor in the amount of $150, and reimbursement of the service fee paid to the LM Mechanical in the amount of $75. The customer may confirm their acceptance by emailing [email protected]. All payments are subject to 30 days processing.  

  Thank you,

  Lori M.  
  Consumer Advocate

   

• Initial Complaint

  Date:06/21/2025

  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 am filing a formal complaint against Choice Home Warranty for mishandling my dishwasher repair claim (created on March 31st) and failing to uphold the terms of their service contract. Despite repeated service visits, my dishwasher remains unusable, and additional damage has been caused to my home due to delays and poor workmanship. On March 31, 2025, I filed a claim with Choice Home Warranty for my dishwasher due to the following issues:--It was not cleaning properly --It emitted a foul odor --It was leaking water, which caused damage to the wood flooring underneath the unit A technician was dispatched and diagnosed the issue. Choice Home Warranty approved only partial repairs (select parts), refusing to replace the dishwashereven though the unit was clearly not functioning properly and causing property damage. The technician replaced the approved parts but the dishwasher continued to leak. I immediately notified the technician, but instead of resolving the issue promptly, he postponed the follow-up for a month. I contacted Choice Home Warranty again, and the same technician was sent. The technician caused further damage by breaking the dishwasher door hinges, leaving the door unable to close properly, rendering the dishwasher completely unusable. Despite this, Choice Home Warranty refused to approve a replacement or further necessary repairs. As a result, I now have to purchase a new dishwasher out-of-pocket and I am facing $300$500 in flooring repairs due to the water leak. Despite paying monthly premiums to Choice Home Warranty, they have failed to provide adequate service, allowed substandard repair work that made the issue worse, refused to replace the defective appliance, ignored the consequential property damage. Resoultion:Full reimbursement for the cost of a replacement dishwasher Compensation for the wood flooring repairs ($300$500)Consideration for a partial or full refund of premiums due to lack of service delivery

  Business Response

  Date: 06/23/2025

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

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 279043997). 

  Our records indicate that the customer placed their claim for service on March 31, 2025, stating, "I am writing to report an issue with our dishwasher that has caused both appliance malfunction and property damage. Despite regular maintenance, including frequent filter cleaning, the dishwasher has not been operating correctly for some time now." 

  CHW dispatched ****************** to submit the diagnosis. Upon inspection, *** approved replacement of the circulation pump and heating element, and the repairs were completed. 

  On June 4, the customer contacted *** requesting additional service on the unit. Upon reinspection, the technician reported, "During additional diagnostics, I found a new problem that is in no way related to the original problem, the original problem was solved on 5.12.25. The new problem is related to water leakage. Water flows from under the door, the reason is that the door hinges (especially the left side) are bent outward and for this reason the door does not close tightly and between the door and the gasket there is a gap from which water leaks onto the floor."

  Based upon this information, CHW determined that the claim is non-covered as the failure was the result of bent hinges, which is not a normal wear and tear failure.  Per section A(2) of the User Agreement, " All systems (a) must become inoperative due to normal wear and tear." 

  The customer was provided with the option of placing a claim within seven (7) days of receipt of the determination letter; however, in lieu of placing an appeal, the customer opted to terminate coverage due to their dissatisfaction with claim outcome.  

  In regard to the customer's request for reimbursement for replacement of the dishwasher, CHW does not provide reimbursement for unauthorized services in accordance with section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval." 

  Additionally, *** is not responsible for any potential negligence caused on behalf of the contracted service providers in accordance with section E(12) 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 damages caused by the Service Provider, including, but not limited to, consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages."
  

  Lastly, the customer was not entitled to a refund upon cancellation as they were monthly contract holders and did not pre-pay for term coverage. Per section H(2) of the User Agreement, "We will pay You a pro rata refund of the Agreement Fee paid for the unexpired term..." 

  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: 06/25/2025

  
  Complaint: 23501399
  
  I am rejecting this response because:
  
  CHWs claim that the water leak was a new issue is completely inaccurate. The leak was clearly documented in my original claim submitted on March 31, 2025, along with complaints about odor and poor cleaning performance. The leak was a core part of the initial service request, not something that emerged later.
  
  I provided video evidence and text message correspondence to the technician, both before and after the so-called repairs were completed on May 12, 2025. The very next day, May 13, I contacted the technician again to report that the dishwasher was still leaking. Rather than addressing the issue, he ignored my messages and delayed service for several weeks.
  
  When I reached out to *** directly for assistance, they informed me that I would need to renew my monthly policy just to continue receiving help on an already open and unresolved claim. This demand was unreasonable, manipulative, and unethical. If *** had addressed the original issue properly, there would have been no need for a second visit or policy renewal.
  
  After repeated follow-ups, the technician finally returnedbut instead of resolving the issue, he made it worse. He broke the door hinges during the visit and failed to reinstall the unit correctly, leaving the dishwasher misaligned and visibly awkward in my kitchen. This damage was not due to wear and tear, but rather a direct result of negligent service by **** authorized technician.
  
  CHW cannot distance itself from the actions of the vendors it hires and sends into customers homes. Regardless of what their contract says about liability, *** is ultimately responsible for the performance and conduct of its contractors. They cannot continue to collect premiums and hide behind fine print while their authorized service providers cause additional damage.
  
  I am requesting:
  
  Full reimbursement for the replacement of dishwasher due to worsened damage caused by CHWs technician and unresolved water leak issue.
  
  Compensation for the floor damage caused by the unresolved water leak;
  
  Refund of the most recent monthly premium, which I was pressured to pay in order to receive continued service on an existing claim.
  
  I request that the BBB keep this complaint open until *** accepts full accountability and provides the reimbursement and compensation I am owed.
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 07/08/2025

  ********* *.,
  
  CHW is sorry to hear of the customers continued frustrations;however, *** issued the claim determination based upon the diagnosis provided to us and in accordance with the terms set forth in the contract. 
  
  As per the diagnosis, During additional diagnostics, I found a new problem that is in no way related to the original problem, the original problem was solved on 5.12.25. The new problem is related to water leakage.Water flows from under the door, the reason is that the door hinges (especially the left side) are bent outward and for this reason the door does not close tightly and between the door and the gasket there is a gap from which water leaks onto the floor.
  
  Upon receipt of the claim determination, the customer was presented with the option of placing an appeal; however, in lieu of doing such,they opted to move forward with cancellation. 
  
  Further, in regard to the customers assertion that the failure was the result of the technicians negligence, *** is not responsible for the conduct, potential negligence and/or damages that may have been caused on behalf of the contracted service provider in accordance with section E(12) 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 damages caused by the Service Provider, including, but not limited to, consequential,incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages."
  
  Therefore, their request to provide reimbursement to account for the full cost of replacing the dishwasher and water damages has been denied accordingly.  There is no further action CHW will take.
  
  Since the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.   

  This matter should be closed. 

  Thank you,

  **** *.
  Consumer Advocate

  Customer Answer

  Date: 07/09/2025

  
  Complaint: 23501399
  
  I am rejecting this response because:
  The initial complaint has water leak problem clearly mentioned. How would that change what technician says at a later point saying it as a new problem. Can they not read the initial complaint?
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 07/09/2025

  ******** *.,
  
  The customer placed their claim for service stating, I am writing to report an issue with our dishwasher that has caused both appliance malfunction and property damage. Despite regular maintenance, including frequent filter cleaning, the dishwasher has not been operating correctly for some time now. Specifically, we have noticed the following issues:
  
  1. Persistent Odor on Dishes: After every wash cycle, the dishes come out smelling unpleasant, which suggests the machine is not cleaning properly despite following the recommended cleaning routines.

  2. Water Leakage: Water has started seeping out from the bottom of the dishwasher door during cycles, which appears to be getting worse over time.

  3. Damage to Flooring: Due to this leakage, the wooden flooring underneath and surrounding the appliance has absorbed moisture, resulting in warping and discoloration. This damage is beyond simple cosmetic wear and poses a risk of further deterioration, including mold or mildew.

  4. Possible Internal Mechanical Faults: We suspect that there may be deeper mechanical or plumbing issues within the dishwasher that are contributing to the poor performance and leakage. However, we have not attempted any major repairs to avoid voiding the insurance.
  
  CHW dispatched the technician who was authorized to replace the circulation pump and heating element to repair the issue. Our records show that the repair was completed on or about May 12. 
  
  Thereafter, on June 4, the customer requested additional service on the unit and the claim was recalled for further inspection. Upon reinspection, the technician reported that water is flowing from under the door due to bent hinges.  Based upon this information, the claim was denied as the failure was not the result of normal wear.  Additionally, this was not reported under their initial diagnosis. 
  
  Furthermore, although the customer claims that the damages were caused by the unresolved water leak, the customer placed their claim stating,Due to this leakage, the wooden flooring underneath and surrounding the appliance has absorbed moisture, resulting in warping and discoloration. This damage is beyond simple cosmetic wear and poses a risk of further deterioration, including mold or mildew and that the dishwasher has not been operating correctly for some time now.
  
  As outlined prior, there is no further action CHW will take.  Since the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes.  

  Thank you,

  **** *.
  Consumer Advocate

• Initial Complaint

  Date:06/20/2025

  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 Home Warranty hires low quality providers to service their clients. I submitted a claim for ****, once the vendor was assigned, I went online and checked the reviews (1 star because there is no (0) stars, that was basically the comments, I had my own bad experiece when they called to schedule the appt, very rude. I requetested a new vendor. New vendor is ***** ****, *** was the technician. From the begining he tried to tell me my equipment was old and needed to be replaced at a cost of $10-15K but his company could help me. He said Choice will most likely deny claim and to call his cell so he could help me. Choice denied my claim, technician said the equipment had been tampered, not correct. the only thing i have ever done is change the filters. I Paid him $100 for nothing, had to bring my own technician to fix the issue,l took him couple hours and a new spare part. Now i'm out of pocket $100 to ***** and $500 to the person who came and fixed the problem. Meanwhile, Choice just denied my claim. All I need is for them to refund me the money I just had to pay out of pocket to have my AC fixed so that i can be inside my house while is over 100 degrees outside and almost as hot inside the house.

  Business Response

  Date: 06/23/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the air conditioning claim (claim no. 289202653). 

  Our records indicate that the customer placed their claim for service on June 16, 2025, stating that the unit is not coming on. CHW dispatched Sears Home Services who reported that the fan center relay wiring was improperly connected. 

  Based upon this information, CHW issued the claim determination stating, "... it has been determined that the air conditioning unit has been tampered with. The fan center relay is incorrectly wired and has burned up. This does not constitute a normal wear and tear failure. Please refer to section A2 of your policy. Your policy has the following exclusion, all systems must become inoperative due to normal wear and tear." 

  The customer placed an appeal, and a Case Manager was assigned on June 19 for appeal handling who can be reached at (888) 503-6847 ext. 3448. In regard to the customer's request for reimbursement, CHW does not provide reimbursement for unauthorized repairs in accordance with section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval." 

  No further action will be taken. 

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

  Thank you,

  Lori M.  
  Consumer Advocate

• Initial Complaint

  Date:06/20/2025

  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.

  Our Air-conditioning unit stopped working about 10 days ago and we filed a service request with CHOICE according to the warranty contract provisions. The service contractor assessed that the unit was not working and had to be replaced. However, CHOICE denied our claim because according to them it was not "normal wear and tear failure." There has been on hurricane, fire, or any other external calamity that could have caused the unit to get damaged. NO ONE TOUCHED THE ***** So, for CHOICE to claim that the malfunction was NOT normal wear and tear is totally baseless. It is a clear attempt to avoid paying a legitimate claim.

  Business Response

  Date: 06/23/2025

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

  Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 288302938). 

  Our records indicate that the customer placed their claim for service on June 10, 2025, stating that unit is not cooling properly.  CHW dispatched Advanced Air Solutions who reported that the capillary tubes are rubbing against each other resulting in a refrigerant leak.  

  Based upon this information, *** issued the claim determination stating, "...it has been determined that the air conditioning unit is not cooling due to total refrigerant loss. The capillary tubes have rubbed together, causing a leak. This does not constitute a normal wear and tear failure. Please refer to section A2 of your policy. Your policy has the following exclusion, which require systems become inoperative due to normal wear and tear." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was not the result of normal wear.  Nonetheless, as a gesture of goodwill, CHW offered to apply $250 towards the repair cost, which the customer declined. 

  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: 06/25/2025

  
  Complaint: 23498635
  
  I am rejecting this response because:

  CHOICE has misled the BBB.  The claim is definitely a result of wear and tear.  There has been no hurricane, flood, fire, earthquake, or any other natural calamity at my house.  NO ONE HAS EVEN TOUCHED THE UNIT.  The assessment by CHOICE's contractor was never conveyed to us and it seems to me that there was almost certain collusion between the contractor and CHOICE.

  I urge the BBB to look into this deceptive and almost fradulent behavior by CHOICE and save all its existing as well as future customers from going through the pain and sufferring that my family has been going through.  It's been more than 10 days that we have been without air-conditioning in 100+ degree temperatures.  CHOICE should be ashamed of their behaviour.

  I again urge the BBB to intervene and fight for a retail consumer that does not have representation from a corporate law firm.  Please bring to justice these deceiving businessess and fulfil your core mission.  Thank You.

   

   

  
  
  
  
  Regards,
  
  ****** ****

  Business Response

  Date: 07/08/2025

  ********* *.,
  
  CHW is sorry to hear of the customers continued frustrations;however, *** did not deny coverage on the basis that the failure was the result of a natural disaster.  CHW determined that the claim is non-covered as the refrigerant leak was the result of the capillary tubes rubbing against each other, which is not a normal wear and tear failure.  The capillary tubes are not installed or manufactured to rub against each other as this directly results in a refrigerant leak.
  
  There is no further action CHW will take.  Since the customer wishes to continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.

  This matter should be closed.

  Thank you,

  **** *.
  Consumer Advocate
  

   

  
  

• Initial Complaint

  Date:06/20/2025

  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.

  Continued issues with plumbing. We've continued to file claims with Choice Home Warranty and they continue to send the same plumber that can not seem to fix the issue. We have spent well over $3,000 on the warranty plus an additional $8,000 with the plumber who claimed to fix the problem. And here we are now with the exact same original problem. I'm filing a complaint with Choice Home Warranty and will file another with the Plumbing people as well.

  Business Response

  Date: 06/24/2025

  Stephanie W.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may be experiencing regarding their plumbing stoppage claim (no.:
  289962187).
  
  Plumbing system claim no.: 282028805 was placed on 4/24/25
  and CHW scheduled Kintex Plumbing LLC – Houston for 4/30/25. However, on 4/28/25,
  the customer cancelled the work order via the customer portal. As a result, the
  claim was closed.
  
  On June 20, 2025, the customer placed a plumbing stoppage claim
  (no.: 289962187) stating that the outside pipe that drains the washer was
  backing up and the washer was overflowing from the drain. CHW dispatched the
  claim to our vendor network and scheduled Kintex Plumbing LLC – Houston for 6/25/25.
  Notification was emailed to the customer with the technician’s contact
  information and appointment details. Upon receipt of the technician’s diagnosis
  a claim determination will be issued in accordance with the terms and
  conditions of the Service Contract.
  
  CHW requests this matter be closed.
  
  Thank you,
  Michelle C.
  

• Initial Complaint

  Date:06/20/2025

  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 been a loyal client of Choice Home Warranty for several years. Recently, my washing machine stopped working, and a technician was dispatched less than 30 days ago. I paid the required $75 service fee, and although the technician claimed to have repaired the machine, the issue persisted.I was informed that the same technician would return to complete the repair. However, the third-party vendor never returned to my home. Despite this, they submitted a report stating that the machine could not be repaired under the terms of my policy, and my case was closedwithout any follow-up visit or further inspection of the appliance.When I contacted the vendor directly, they refused to correct the inaccurate report. After escalating the issue, Choice apologized and assured me a new technician would be assigned. However, just five hours later, I received an email requesting that I pay another $75this time for a repeat visit from the same vendor who had already misrepresented the service and behaved unprofessionally.When I called to request that Choice honor their commitment to send a new technician without charging an additional fee, I was told this would not be possible and was denied the opportunity to speak with a ************* this point, I am simply asking for assistance in having my washing machine properly repaired or replaced, without being subjected to further delays or unreliable service providers. I hope this matter can be resolved quickly and professionally.

  Business Response

  Date: 06/23/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the washer claim (claim no. 284445791). 

  Our records indicate that the customer placed their claim for service on May 13, 2025, stating that the unit is not washing properly. CHW dispatched Berne Appliance Repair to submit the diagnosis. Upon inspection, CHW approved replacement of the suspension rods. 

  On June 15, a recall appointment was scheduled to have the issue reinspected.  Upon reinspection, the technician reported that the washer cabinet is physically damaged. Based upon this information, CHW issued the claim determination stating, "...it has been determined that the cabinet is damaged and requires replacement. This is not a failure that occurs under normal wear and tear conditions. Please refer to section E5 of your policy. Your policy has the following exclusion, this Agreement does not cover routine maintenance or malfunction due to misuse, abuse, neglect, or physical damage. This Agreement only covers failures due to normal wear and tear." 

  The customer placed an appeal stating that the technician never returned as scheduled to reinspect the issue. Therefore, the claim was returned to dispatch and has been reassigned to Mike Check Appliance Repair Service, LLC with an appointment scheduled for June 24, with waiver of the service fee.  As such, CHW will determine coverage upon receipt of the technician's diagnosis accordingly. 

  Thank you,

  Lori M.  
  Consumer Advocate

   

• Initial Complaint

  Date:06/20/2025

  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.

  Called for repair for leaking condensation unit attached to Carrier furnace system. Nearly 3 weeks and after calling 3 different phone numbers the only comment from them is they are not able to find a repair technician to look at it. I live in DesMoines ****. I have been in the home repair business for 25 years. There are plenty of heating/air repair companies here. They suggested wait until they can find someone to evaluate the problem or get it fixed myself and seek reimbursement we purchased the warranty so we didnt have those high out of pocket expenses. Both my Wife and have called multiple times with the same results. We are not getting anywhere with them, meanwhile I am forced to extract water daily as to not create any further damage . Carpet has already been soaked and we have a large fan blowing on it 24/7 to keep any further damage. We both believe we have been taken advantage of. The warranty has been paid for. There really isnt a valid excuse for this kind of non service, please help.

  Business Response

  Date: 06/23/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the air conditioning claim (claim no. 288471322). 

  Our records indicate that the customer placed their claim for service on June 11, 2025, stating that the unit is leaking water. 

  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, the claim was escalated with the dispatch department in order to locate an available technician to service the work order 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 in the amount of $1,386 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: 06/23/2025

  
  
  Complaint: 23497111
  
  
  
  I am rejecting this response because:
  
  With good business ethics come good service, if we were aware that this company cannot provide the service in our area we wouldn’t have chosen them, having said that we paid for it, we do not want a refund nor cancel the warranty. We would rather this company honor this service request and get it taken care of.
  
  
  
  
  
  Regards,
  
  
  
  Mike Cunningham

  Customer Answer

  Date: 06/26/2025

  I want to thank you very much for assisting me to resolve this issue, after you contacted the home warranty company I had a technician out two days later and the problem has been taken care of. I appreciate your effort in this manner. Again Thank you very much.
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23497111, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Mike Cunningham

• Initial Complaint

  Date:06/20/2025

  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.

  We paid them monthly for home warranty on our home and plumbing and electrical among other thing's. We called in a claim about the light being out and the electrical problem with the house.we paid the service fee. The person did not fix the issue and they told us if they send someone else out there is another service fee. And now our power to the whole house keeps going out and the food is going bad

  Business Response

  Date: 06/23/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the electrical system claim (claim no. 288602350). 

  Our records indicate that the customer placed their claim for service on June 12, 2025, stating that lights are not working properly. CHW dispatched Esquesda Electrical Services to submit the diagnosis. Upon inspection, CHW approved replacement of the ballast. However, after the repair was the completed, the customer continued to experience electrical issues, and a new claim was placed. 

  Please be advised, in lieu of moving forward with the new claim, CHW has placed a recall with the technician to have them return to the customer's home with waiver of the service fee.  The appointment is scheduled for Friday, June 27.  Nonetheless, the customer may contact the technician directly should they wish to request an earlier appointment date.  

  CHW requests this matter be closed. 

  Thank you,

  Lori M.  
  Consumer Advocate

   

• Initial Complaint

  Date:06/20/2025

  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 placed three claims recently the ac unit downstairs does not work I placed the claim last year but could not come up with the $2000 co pay in a timely manner when I die come up with it was told I had to start all over again. So in may I placed the claim again and the said de bris in the condenser is causing the air from flowing nothing has changed with the unit since unit was installed and has been the same since I purchased warranty with choice 4 years ago and it has been serviced and blowing air all these years until it stopped working. Claim denied I tried an appeal to no avail. 2) My washing machine does not spin. The tech came out and told us it needed a new motor and another part and would return in a week. After 2 weeks I called choice and told they had not received a diagnosis but would get in touch with the tech. I called back a few days later and told the plain was denied due to rodents in the washer. I couldnt believe what I was hearing a vicious lie and thoroughly stupid comment but they believed him I tried to get them to send some one else out and told they trust their tech. Claim denied. 3) / was a gas leak in my home somehow the smoke alarm went off and woke us up there was no smoke but the gas was very.strong we got the grand babies out and called the fireman they told us to go around the corner and wait for them. My son went back to the house with them and they turned off the gas and fanned all the smell until it was habitable again . We called choice the next day and they said I would hear from the plumber. The plumber.came out told us the gas had to be turned back on before he could find the leak . We called the gas . The tech came out and said they need to do a pressure test and did not need the as on and could not be turned on until the leak was repaired . Centex called the next day saying the warranty *** ask for a red tag or yellow receipt from gas *** we did not receive. Havent heard anymore from warranty company .

  Business Response

  Date: 06/20/2025

  Stephanie W.,

  Choice Home Warranty (CHW) apologizes for any frustrations
  the customer may have experienced regarding the washer claim (claim no. 286313803), the air conditioning claim (claim no. 286313836) and the plumbing system claim (claim no. 288015298). 

  In regard to the washer, our records indicate that the customer placed their claim for service on May 28, 2025, stating that the unit is not rinsing properly. CHW dispatched Whirlpool Corporation who reported, "Washer was experiencing a catastrophic failure due to rodent infestation, with evidence of rodents nesting inside the unit." 

  Based upon this information, CHW determined that the claim is non-covered as the failure was not the result of normal wear and tear in accordance with section A(2) of the User Agreement, "All systems (a) must become inoperative due to normal wear and tear." 

  The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was the result of pest damage, which is not a normal wear and tear failure.  

  The air conditioning claim was placed on May 28, stating that the unit is not coming on. CHW dispatched Ava's Air Conditioning and Heating to submit the diagnosis. Upon inspection, the technician reported, "compressor is grounded. replace condenser and evap coil system is rusted and dirty."  The technician also reported that the failure was the result of lack of maintenance. 

  Based upon this information, CHW issued the claim determination stating, "...it has been determined that the air conditioning unit is not cooling properly due to a faulty compressor. The unit was found with restricted airflow in the condensing unit as a result of damaged fins and debris build up. This has caused improper operation and overheating which has caused the compressor failure. Please refer to section A2 of your policy. Your policy has the following exclusion; all systems must become inoperative due to normal wear and tear." 

  The customer placed an appeal, and a Case Manager was assigned on June 11 for handling.  Nonetheless, CHW stands on the determination as the failure was not the result of normal wear.  

  Lastly, in regard to the plumbing system, our records show that the claim was placed on June 9, 2025, stating that there is a gas leak in the plumbing system.  CHW dispatched Kintex Plumbing, LLC who reported, "gas meter locked by gas company due to leak in the home. unable to pin point leak." Based upon this information, CHW requested the technician provide a photo of the red tag for further claim evaluation. 

  On June 17, the technician updated the work order stating, "I spoke to the customer and unfortunately there was no red tag left. the gas smell filled up the home and had to be evacuate urgently. firemen were called out and they locked the meter. CenterPoint came out to the home yesterday and only verbally told them nothing they can do until the gas test is completed and gas leaks were fixed. no fixtures were inspected by the gas company. no sort of receipt was left at the home."  Our records show that CHW authorized the technician to perform the gas leak test, and we are pending receipt of their findings for further claim evaluation.  

  Thank you,

  Lori M.  
  Consumer Advocate

• Initial Complaint

  Date:06/19/2025

  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.

  Last week I submitted a claim to have my refrigerator serviced as the freezer stopped working. A service provider was assigned and came this past Saturday. The service provider stated that he would put in a claim because my compressor was running very hot. I told him that the previous service provider that was sent out a few years ago did work on that compressor. (That service provider was also assigned by my warranty company) the service provider at my house said that he would put in a claim because the compressor was definitely an issue. 10 minutes after he left I had a denial email from the warranty company stating that the compressor had been tampered with and incorrectly installed and therefore my claim was denied. I took the option given to appeal. I appealed on Saturday and was finally contacted today. Feeding my family out of a cooler for a week waiting on a response definitely is not ideal. The representative basically told me that the fridge had been tampered with and it was not covered. When I responded that it was the previous service provider sent by their company that did whatever work they are saying is causing this issue I was informed that they have no records previous to a merger 2 years ago so they couldn't even look at service history for my account that I have had for 12 years. The representative did not like that I was angry told me I needed to calm down and then said she was going to end the call because I was being rude and that unfounded insults were not covered by my warranty either. This wasn't actually a customer service representative this is a customer service advocate right? I did not feel advocated for. At any rate the conversation ended in me canceling my policy. I would still like to be reimbursed for the new refrigerator I just had to go take a loan out for. I do not wish to continue business with this company and I would like to spread the word that this is the type of professional behavior that they exude.

  Business Response

  Date: 06/20/2025

  Stephanie W.,

  Our records indicate that the customer is policyholder under Home Warranty of America (HWA). Therefore, we ask that the complaint be moved to the HWA BBB portal and response will be issued accordingly. 

  Thank you,

  Lori M.  
  Consumer Advocate