Choice Home Warranty

Worst Company Ever!

I filed a claim last year and I feel that I have not been treated fairly. My air conditioner quit working during the hottest part of the summer and I called your company to get it fixed. They could not find or had anyone in my area, so they told me to call a local technician and have them contact your company to notify them with the problem and an estimate. I contacted a local air conditioner company and they sent a service technician to my house and diagnosed the problem. The owned then attempted to contact your company to give them the problem and estimate for repair. He attempted several times and spent hours on hold and trying to talk to someone, but he could not waste anymore of his valuable time waiting to get a hold of someone. I needed my A/C fixed because I have four kids and my fiancée here and my youngest has hyperthyroidism which requires the body to be in a cool environment.

I then told him that we needed our air conditioning fixed and to proceed with the repairs and I would contact the company and do the waiting on hold and speak to your company. They ordered the new compressor and installed it at a cost of $1484.00 (see enclosed). I initially talked to a female supervisor that said that they could not cover the cost due to the fact that this issue was (MY FAULT-not her words, but it was HIGHLY implied), but she said this could not have happened if I had routine maintenance. I informed her that I just bought the property in December of 2015 and it was inspected when I purchased the home and twice since then, but I did not know where the proof/receipts proving that I had routine maintenance done. She offered me $300.00 if I was not able to find those receipts, which I thought was a nice gesture. She told me that if I could find those receipts showing routine maintenance it would be a completely different story. I told her that I would attempt to find them, but I had been moving in and moving things around and I had no idea where the receipts were.

A week later I found the receipts and I called her back and she changed her story. I sent her the receipts showing that I had routine maintenance done on December 20th and April 28th (see enclosed). She then backed away saying that they would only offer the $300.00 and they had talked to your technicians and they said that there was no way that this could have happened if I had routine maintenance. I showed her the proof and she would not offer to pay for my expenses, only the $300.00. I repeatedly asked if there was someone above her to speak with and she put on a male supervisor. I spoke with him and he was even more of a difficult person to talk with. He told me that he was the last person that I could speak to and there was not anyone above him. I have worked for major nationwide companies and I currently work in federal law enforcement and there is always someone higher to speak to.
He told me that the only way was to write your board and try that route. I have never experienced more horrific customer service in my 48 years. I had service America in Southern Florida and they never treated me like that. If there was a problem they fixed it and never said or implied that it was my fault and took care of me like I was a valued customer. I have spoken to my technician and a someone I knew from the police academy, who owned an A/C company before going into law enforcement, and they both stated that this is an issue that could not have been prevented. I asked for the names of your supervisors and they refused to give them to me. I would appreciate any assistance you could give in this matter. Feel free to contact me with any questions.

I am an Army Infantry veteran and I signed up for your three year deal. I am not a fly by night customer and I will be a customer for life if treated right.

After this, they did not pay anything saying that my receipts for my routine maintenance were not valid! Again calling me a liar!

I phoned after having your coverage for two years, first claim ever. The water to my home was turned off because the water line under my sink blew and the shut off would not shut the water off. The technician you contacted could not come for over 24 hours. Called you back to see if we could get someone sooner, So I had to find my own technician, called 10 plumbers. Found one that would come within an hour. Then had to phone you back again with plumbers diagnosis of the problem. So he gave a quick estimate as he was not exactly sure what he would get into as he proceeded. I explained that was just a first glance estimate and you stated well we can scrap this estimate authorization number and you can call back again. NOPE not calling back and as soon as our policy expires I will never purchase from you again and will continue to recommend that people do not purchase this extended home warranty product from you.
Disappointed in your customer service and the way you handled the entire situation. Your system is not user friendly.

Claim #[protected] A repairman was sent to my house to check my ac unit. Off the bat he said its going to be expensive and they would look for any way to deny my claim.. Sure enough, they did. First they said it was a maintenance issue, then an issue with rust and mold, which the tech came out and saw no mold. Now they want me to jump through hoops to get them things they told me they wouldn't ask for. To top it off, the tech also told me that 3 other people called for the same type of claim in my area and were all denied. This company is ONE GIANT SCAM!

Customer service representative wasn't helpful, honest, informative or knowledgeable. Was given wrong instructions and no follow through.
No one ever contacted or called other than for me to send documentation (which I did) to even tell me the status of my claim. I had to call for the rep just to reply "it was denied", with no explanation. I ask for additional information, was given very little explanation. So I ask for the cancellation department.

Then have the nerve to charge me $226.68 for only four months of Service which was never used.

This company is totally unprofessional and a rip off. If I could rate this company which I am still looking to do, you wouldn't even rate one star.

Respectfully,
Billie J Ernest
231 Laverne Avenue
Lansdowne, MD 21227

Contract Number: [protected]
Claim #: [protected]
Incident date: 03/14/2017

Redo Appliance came out 03/13/2017, looked at the refrigerator and said it can not be fixed. I got a email asking me to call choice home warranty, so I called. The person I spoke with told me that they are going to send me a check to get another refrigerator. The check it going to be $385.00. She told me to look at JC pennies outlet and sears that I can find one for that price. My refrigerator is a side by side with Ice and water in door. This amount wont even by a top and bottom with no Ice and water. I looked a JC pennies and I told her that the cheeps' refrigerator I found was Hotpoint® 17.6 cu. ft. Top-Freezer Refrigerator for $489.00. She told me that because of my situation she is going to up the amount to $430.00 she would send me. She told me that she was not supposed to touch this amount but she was going to do it for me. So I ask to speck with someone over her she told me that she was the supervising department and that there was no one else I could talk with. I ask her so I can not even talk with a manager, or the person who is her boss, or the one that gets my money. She told me no. I told her that I am going to file a complaint with the BBB and she said that since I was making threats that she was going to send me $385.00 and is not going to help me out and more. This is my 2 home warranty company, with my first one if something could not be fixed the company would replace it. I am getting emails asking me to renew my contract because my old one expires on 04/17/2017. They must not really wont me back.

I have Choice home warranty my furance was not running right called choice to open claim they sent repair man. Paid him 60.00 and he was not able to do anything
Called back to choice and they sent another repair service Lenway heating
Mr Lenway also charged me 60.00 which i should not have had to pay but i was told by the person from choice i had to pay again that is against their policy.
Mr Lenway temporarily fixed a crack in my induser motor which was leaking carbon monoxide into my home. Mr Lenway stated my furance needs replaced do to normal where and tear due to fact you can not fix or replace to motor.
He gave me written receipt and copy of the letter he submitted to Choice.
Few days later caught a call from choice stating that the claim will not be honored due to report from Mr Lenway that there was rust. Which was not true. I told them i have a copy of Mr Lenway submitted report and there is nothing about rust only stated the induser motor had a crack i it.
Then choice stated to take pictures of furnace ans submit them. Which i did there was no rust just area where Mr Lenway placed sealant over the crack so carbon monoxide would not leak into my house.
few days later choice called back and said they needed clarification from Mr Lenway because he heat injectors also, i had to Mr Lenway and have him redo his submitted report to the fact the induser motor was cracked and rust had nothing to do with it.
So that was resubmitted to choice then i caught another phone call from claims agent and said the pictures where not clear and had red paint on the motor i explained it was not red paint is was sealant over the crack. to stop carbon monoxide from leaking. Agent told me to scrath it off and take more pictures of crack, I told them i cant do that or my family could die from carbon monoxide. the agent then said they could not honor the claim.
I have been threw a lot with company they are not following the contract and will not honor MR. Lenway report they keep asking me do things and they keep refusing to replace my furnance as pre Mr. Lenways report.

Choice Home Warranty basically offers an insurance policy for items within your home. HVAC system being one of the systems covered.
I filed a claim 2/17 when my heater system stopped blowing air. They scheduled a technician to come to my house. The technician did not offer a diagnosis of the issue, he only took pictures of the inside of the blower motor compartment and filters.
After a few days, I called CHW to find out what happens next, they told my my claim was denied due to improper maintenance (air filters were dirty). I presented a receipt showing the filters were changed by a certified HVAC professional 4 months earlier. They then responded with denying the claim based on dust buildup in the blower compartment.
I hired a certified technician to inspect the issue. He removed the blower motor and diagnosed the problem as a failure in the bearings. He also stated the dust buildup and filter condition were normal and that the main reason the bearings failed was due to the fact that the motor was 12 years old. He also stated dust cannot cause bearings to fail.
When I contacted the company of the technician that CHW hired for the initial inspection, they said they could not have diagnosed the problem until they removed the motor. Their instructions were to take pictures and send in to CHW, they were not authorized to spend additional time removing the motor and diagnosing the problem.
CHW clearly stated they are using the pictures to deny my claim, not the opinion of the company they sent to look at my HVAC system.

First repairman had no idea whatever a softener did. Took my copay, did nothing. Told to wait and call back
As I have regular maintenance done
I waited, and regular maintenance person said repair was needed. Put on a second claim with Choice. After over a week, I was told to get my own repair person and Choice would pay.
When we submitted the bill Choice tried to decline (claimed it was a maintenance issue ) Eventually agreed to pay but more thanks a month has passed. I tried to cancel the policy today and get my pro rated refund. Emailed the written request, as per the customers agreement and followed up with a mailed order. My next step will be legal action!,

I have submitted 2 claims to them one electrical, to which no one would respond due to our location. The second was Heater related and our service provider had been burnt by them before so neither was accepted or paid. I have heard from reputable service providers that this is SOP for Choice Home Warranty. They find every way possible to avoid paying the claims. After failing to pay for repairs, or any other service that was needed.. I requested a refund.. I got 50% of my money back after 3 months. So in essence I not only paid for all my repairs myself.. I lost $248 as well.

On or about july 21, 2016, I purchased a home warranty from choice warranty for $41.67 per month billed to my credit card. A few months later, choice warranty started double billing me credit card account $83.34. On several occasions, I contacted choice warranty and choice warranty corrected the issue by crediting back $41.67 one month's payment. After many times calling choice customer service, and many times of their double billing, I contacted my credit card company and informed them that I would not pay $83.34, but would authorize $41.67. My credit card company issued a dispute on the other part of the double billing. My account was current with choice warranty and choice warranty canceled my account. I was told by choice warranty this morning (Andy) that the reason that my account was canceled is because my credit card company disputed the additional charge of $41.67 from the double billing of $83.34. All of this mix up was due to the part of choice warranty and its agents, therefore, I am filing a grievances with the state of texas and the united states federal agencies. To resolve this matter, I want to be reimbursed for any and all revenue, approximately $250.00, that I paid to choice warranty!

I asked for information from this company but rather than send information they began calling me constantly. I told them when I was at work...they called anyway. They did not stop calling no matter what I said. They were nasty when I told them not to call anymore. Just a few minutes ago I asked them to stop calling me again... the guy was so ugly I felt like I was being threatened. I tried to call back and speak to a supervisor but they hung up on me. I tried to call a different number to be removed from their list...they hung up on me. I just want them to leave me alone but they won't. I don't know how to get them to stop. I would never do business with this company ever! I think my next step is to call a lawyer. This is nuts!

Choice home warranty claims department are a bunch of thugs who are trained to not pay for claims, give customers the run around so much in hopes that you give up and settle. I bought two policies from chw, one for three years for my business and one for one year for my home. Their salesman promised me so much that sounded so good that I paid in advance for their services. When it came time to make a claim I was shocked! Nothing they promised during the sales pitch was actually true.
It has been nothing but a nightmare working with them! Last may, my hvac system broke down. It was very old when I bought the house. I service it twice a year and have a contract with a very reputable local company to come out twice a year to maintain it for me and I change my filters monthly. I explained the system was old when I first spoke to the salesman but he assured me that chw would honour it without inspection. When I called, the first thing they asked me was 'when was the last time I changed the filter' followed by 'when was the last time you had it serviced. ' I felt immediately like they were trying to catch me out, find a reason to blame me for my hcav system breaking down. It was alarming. They sent out a technician, it took 6 days, not 24 hours, meanwhile we're boiling and it's 104 degrees in the house! Their technician tells me it's a very old system and it has holes in it, it's leaking freon and we need to replace the unit. This is what they recommend to chw. However, when I speak to chw they ignore this fact and offer to pay for a valve and I had to pay for the work and freon which cost me over $500. I told them this was not a wise investment because the service man was standing there telling me this would patch it up temporarily but not fix the problem long term. After calling customer service agent after agent and being very frustrated by this, I was sent up the ladder to their 'senior customer service manager' who proceeded to repeat the same thing as the other agents, they would only pay for a valve because everything else was secondary and I needed to pay for it. They totally ignored the recommendation of their own technician who said I needed a new unit. I asked to cancel my policies and get my money back. She screamed at me saying, 'you will never get your money back!' while I was on hold for hours waiting to be transferred to her, I had googled their company, something I should have done before buying two polices especially one for three years and paid up front, but their sales guy convinced me it was a great deal and I was saving a ton.In my research, I found out their company had just lost a lawsuit for over $700, 000. I brought this up to the senior sales agent and she said and I quote, 'that's chump change for us. You will never get your money back!'
I was so upset, I paid for the freon and labor to patch the hvac unit. Well this december the same exact thing happened but this time it was the heat that wouldn't work. They sent out a different technician who said it was too old of a unit and we needed a new unit, he called chw in front of us and told them. Their agent agreed. We were happy until we called chw back and were told they have agreed to pay $450 toward a new unit (New units cost between $6-10, 000) ! They said they would pay for a part only. I called the technician, he couldn't believe that chw would pull this and called them again on my behalf giving them the same prognosis that the unit needed to be replaced. Chw told him they would send the request to their teams to look into it further. They never did. They kept repeating the same thing. The technician and I finally conferenced chw on a three way call. Nothing changed. We were told to hang up on the technician because chw did not have three way conversations! They also refused to send me a copy of their transcript refusing my technicians recommendation and my claim! Don't buy a policy up front, pay month to month only if you do.

I have had choice home warranty coverage for almost the past year. Last february my pool pump went out and the claim was denied. This past week, my hot water heater broke, and again the claim was denied. Apparently the tank is not covered on a tank water heater. I requested a refund of my premium since nothing is apparently covered and that was denied. This had been a complete waste of my money. I have now spent over $1, 500 repairing items that were supposed to be covered by choice.

A desirable resolution would be to repair my equipment or give me a full refund of my premium.

Thermostat
Replaced my digital programmable thermostat on my first floor and now my second floor thermostat does not work and replace my programmable thermostat with a cheap builders grade thermostat And the only way it works switch to emergency heat the heat switch does not work at all I have a two zone system in my house the technician knew that's he has something messed up

I purchased a 3 year contract with this company 3 months ago, and my sister purchased a 1 year contract on her rental home at the same time. I put in a claim for my Whirpool cook top (electric) for the back right element over 10 days ago. I have yet to have a service man come out here to repair it. My sister put in a claim for her compressor last week, due to NO ONE at Choice Home Warranty getting back to her she has to hire another company to come out and fix it for her renters I am extremely disappointed in this company and the policy that the salesman Mr. Luke Powers sold to both of us. Your customer service dept is useless! When you call NO ONE can give you any info on your claim. I have been told the contractor I was assigned for the stove is waiting for the part...over a week ago and no contact from him, I had to call him back . Had I known this was the service I would be getting I would have stayed with American Home Shield!

Our house is on 12805 leahy drive
Rockville, md 20851

We just canceled it today. We have been paying regularly but every time that we call to make a claim it is "not covered. " we had coverage for roof leakage and it was not covered. We had coverage for the hot water heater, which was not functioning. We had a technician come twice and then was told that because it had "some rust" it is not covered. We did eventually get it repaired by sears. It was not a major repair and the hot water heater functions fine now.

We truly have paid for "nothing. " only a full refund of fees paid for the plan would be the best resolution.

Mark c. Morgan and kaaren agnez morgan

I am making a compliant on the company called { Home Choice Warranty }I made a claim last weak on my appliance {refrig/ice maker} when I called I clearly said its not making ice and the frig part not working on top side and is freezing the vegetables in the bottom. when the person came to fix or look at the frig, he did say the fan was not working on the side of the freezer side and said the ice maker needs to be fix and a fan to help the frig, I then told he yes that is why I called about it not making ice and not getting cold on the frig side again. when the man tried putting an old part in my frig my husband notice it was not a new part and the frig did not work. so they said that they have to get the new part and it would takeabout45 min, so when they came back they got it working and said I should not have any more prob. I took his word. I am a sick person and have to do therapy with ice. I been with your company almost a year, and told my appliance/ refrig would be covered. I spoke to 3 different persons and was not happy, the last person accused me of trying to put a sympathy act, and that's not respectful and rude and disrespected and un called for, He was not professional, and said that I have to show proof on fixing my own ice maker and then he would put the ice maker on the record for free but your company would not fix my ice maker and will put it in your papers that your company would never ever fix my ice maker and but be for he hung up on me, he said that I should stop putting on a sympathy act again to try and fix this problem and I was up set that he would say that and asked him to listen to my response to what he said, and he could not and hung up on me. I was so up set that my whole body was shaking and my daughter tried to calm me down. I think it so sad that your personal would get me agitated and I did warm them that I was sick and bed bond a lot in my home. all I wanted is my frig to be fixed right and not taken advantage of as a customer and not get Anxiety more sick over this. All I want is them to fix my frig/icemaker. p/s I did record the conversation and asked them also to listen to the day I made my claim.

Water line leaking. Section 8 of warranty specifically states it's a covered item. When placing claim was told it's not a covered item. Reason: "water is leaking out of pipe". Service representative Mary suggested we have plumber technician come diagnose problem and have them call claims Dept to see if it's a covered item. When I ask what would make this claim a covered item. She commented that would be up to the claims Dept representative. Choice Home Warranty has no plans on paying for this covered claim. Bad company practices.

I have had repeated problems with claims. Too many to list. I have had issues every time I have to call this company. They are not interested in helping customers or standing by their claim to provide the best service possible. Do not choose this company for your home warranty coverage! Save yourself the money and time! Will not renew my membership

During the month of November, I had two different contractors come out to fix my ice maker through Choice Home Warranty. My issue is with Choice Home Warranty not the contractors. CHW denied my repair claiming it was due to normal wear and tear and therefore not covered. Confused, I asked him if the part just wore out would it be covered and they told me yes. Confused even more, I asked why, over years of normal wear and tear, when my ice maker compressor no longer cooled enough to make ice that it would not be covered. CHW told me that Freon loss is not covered. Here are excerpts from their advertising that clearly states that they replace if they cannot fix.

How Home Warranties Work
Home systems and appliances can break down when you least expect it ­­ and often, when your budget isn't ready for it. A home warranty offers peace of mind. With a home warranty, you can know that even when the unexpected happens, you'll be taken care of by trusted home repair professionals.
With a home warranty, your home's most important appliances and systems will be covered, provided they are maintained and in good working order at the start of your contract.* You'll pay your contract fee annually and enjoy repair and replacement service for essential home systems and appliances for this low annual fee plus an affordable service call fee for each repair or replacement.***

How Home Warranties Help Homeowners
Your systems and appliances may be in good working order today, but sooner or later, everything wears out. Even with perfect maintenance, nothing lasts forever.
When your system or appliance breaks down, you could spend hundreds or thousands to repair or replace it, potentially causing a serious financial setback. Or, you can have it covered by your home warranty for just the cost of a service call.*
With these predictable costs, a home warranty service contract allows you to control the cost of home repairs. Rather than spending money on surprise repairs or replacements of systems and appliances, you can rest easy knowing that it's all taken care of with your annual service contract fee and low cost service call fee.*
Homeowners also benefit from the peace of mind offered by a home warranty. You can feel confident about your home's systems and appliances, as you won't need to worry about them if they happen to break down or need replacement.***

Repair or Replacement Under Home Warranty Service
Choice Home Warranty's service contracts provide complete solutions for homeowners. That means whether your appliance or system requires repair or replacement, it will be taken care of.* Choice Home Warranty's local technicians are experts at diagnosing problems with systems and appliances. If they determine your equipment requires replacement, your new appliance or system will be covered for the same low service call fee as you would with a repair service.*** If a replacement unit is not available, Choice Home Warranty customers are still covered. You'll be offered a cash payment for the amount of Choice Home Warranty's replacement cost, which will allow you to simply purchase your own new system or appliance.

The customer service representative that spoke with me was rude and would not explain to me why they would not cover my repair. I am very frustrated and mad at this entire process. They seem to advertise one thing and then find every way possible to not cover your claim.

Gregory Castronover
[protected]