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:08/04/2025

  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.

  We (All Day Heating and Cooling) have performed countless of home warranty calls for Choice Home Warranty since May of 2025. On many of these calls, we have spoken with Choice on what work needed to be done and were then advised what to TRY first. Despite advising the work may not hold, the company proceeded to give us an authorization number, thus we performed the work. When the work did not stick, the company deleted the work order and decided not to pay us on the labor or parts at all. Again - several times for several calls. Small business CANNOT operate this way - We only ever performed work that was authorized and turned down other calls to work with the warranty company and are now not being paid!

  Business Response

  Date: 08/06/2025

  Please be advised that this is a vendor complaint which
  constitutes a business-to-business matter. It is our understanding that the BBB
  is for consumer complaints and therefore we request this matter be closed.

  Thank you,

  Lori M.
  Consumer Advocate

  Customer Answer

  Date: 08/06/2025

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

• Initial Complaint

  Date:08/04/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began trying to cancel my contract after being dissatisfied with their service in the first year. I could not reach anyone by phone, so I filled out their contact form back in May or June of 2024. It continued to be billed, and I had gotten busy, so I assumed that I'd missed a deadline somehow and would have to just pay for the contract for another year. I began again attempting to cancel the contract in May 2025 because they are a terrible company. They are in business to deny claims, tell you it's your fault, etc. I called them no less than four times. I emailed them from my personal email three times. I filled out the contact form three times. I left at least three or four voice mails saying PLEASE call me because I want to cancel. Their business model appears to be promise you great service but refuse to let you ever cancel your contract, don't answer the phone, don't reply to emails or customer contact forms, but if you fill out an online claim, get the contractor to either do terrible work or claim the problem is the customer's fault. It should not be hard to cancel a contract with any company. I finally changed my credit card number after warning them TWICE that if they did not contact me to help me cancel the contract, I would not pay them another cent. They somehow got hold of my husband's credit card number and charged that, and we are reporting that as fraud because we have let them know again and again for over a year that we do not wish to continue to do business with them.

  Business Response

  Date: 08/06/2025

  
  
  Choice Home Warranty (CHW)
  apologizes for any frustrations the customer may have experienced regarding cancellation of service contract no. ********** 

  CHW has no record of the customer requesting cancellation in May. Nonetheless, CHW has terminated coverage and has authorized a refund in the amount of $168.15 to account for payments received since May ($56.05 x 3).  The refund will be issued to the customer's card ending in **** within 7-10 business days.  

  Thank you,

  Lori M.
  Consumer Advocate

  Customer Answer

  Date: 08/06/2025

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

• Initial Complaint

  Date:07/23/2025

  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 have purchased a Contract with Choice Warrantee. Three days ago, the flow of hot water almost stopped. The last 10 years I have maintained our water heater by draining any sludge from bottom of water heater on a monthly basis. I called Choice and they sent a plumber to my home on7/22/20025 in early afternoon. They took pictures, they said after evaluation that the water heater is faulty. They said the slow flow of water was coming from inside the water heater and that the actual lines were clear. They also noticed the hose that I used to drain the heater was intact and hat I was doing maintenance as I should **** claim was sent in to Choice. My Policy No is *********. The claim No is *********. The Technician was CHW Technician, ************.I talked with a claim's person ******, ************. She said that there was no proper maintenance done to the heater. That I would of have to bring in a plumber on a monthly basis to drain the heater. I had a small hose connected to heater when technician came, all it took was to shut off the line to pipes, open up drain, let drain for 10 minutes, shut off valve and open line to pipes. They said that they would not cover a new water heater. They offered to pay $200.00 to the technician, I buy new water heater, and they would replace it for **** told them to accelerate this issue to the next level. I am waiting for them to call back.

  Business Response

  Date: 07/25/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.:295056010).
  
  After further claim review, CHW has overturned the claim determination and approved the claim for a Supplied Water Heater. *** is supplying the water heater and covering the technicians labor. There are non-covered charges due to the technician in the amount of $350.00 for modifications.
  
  Per section E(6), We are not responsible for upgrades,modifications, components, parts, or equipment required due to the incompatibility of the existing equipment with the Replacement system or appliance or component or part thereof or with a new type of chemical or material utilized to run the Replacement equipment including, but not limited to,differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments.
  
  Notification was emailed to the customer today and the customer accepted the charges. An equipment order is currently processing. Upon receipt of such, the technician will contact the customer to scheduled installation.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *. 

  Customer Answer

  Date: 07/25/2025

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

• Initial Complaint

  Date:07/23/2025

  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.

  Consumer Complaint Against Choice Home Warranty Claim #: ********* Service Address: ***************************************** Consumer: ***** **** Phone: ************ Email: ******************** To Whom It May Concern,I am filing this formal complaint against Choice Home Warranty for wrongfully denying my warranty claim after authorizing an initial repair that failed within one week. Their behavior appears to violate both consumer protection laws and the basic duty of good faith under a service contract.Facts:I submitted a service request for my microwave, which was not heating.CHW assigned a technician who replaced the magnetron and high voltage diode. I paid the $75 service call.The microwave stopped working again within 6 days.CHW sent the same technician, who simply stated the unit was now unrepairable and left.CHW then denied my claim, citing "excessive grease buildup" in internal ************* Dispute:The internal components referenced are not accessible to consumers and cannot be cleaned or maintained by a homeowner.If grease buildup was truly a concern, it should have been identified during the initial repair, not after the unit failed again.Denying a claim for conditions inside sealed compartments after approving and charging for a prior repair is both unreasonable and deceptive.CHW refused to escalate my appeal or provide a clear explanation. When I raised these concerns on the phone, the representative hung up.This appears to be a bad-faith attempt to avoid replacing the unit after the initial repair failed, despite my continued maintenance and compliance with their contract.Relief Requested:I request that CHW either replace the microwave or reimburse me for its fair market value under the terms of their warranty agreement.I also request a formal investigation of ***'s claim-handling practices in this case.Please confirm receipt of this complaint.Sincerely,***** ****

  Business Response

  Date: 07/24/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the microwave claim (claim no. 291360493). 

  Our records indicate that the customer placed their claim for service on June 28, 2025, stating that the unit is not heating properly.  CHW dispatched ********************* to submit the diagnosis. However, as the estimate to complete the repair was underneath the amount in which required prior approval, the claim was automatically approved. A diagnosis is not required in the event the estimate to repair is underneath the pre-authorized limit.

  On July 14, a recall appointment was scheduled to have the issue reinspected.  Upon reinspection, the technician reported that the unit is covered in grease and debris with recommendation of replacing the unit.  The technician also included photos which confirmed their findings. 

  Based upon this information, CHW issued the claim determination stating, "...it has been determined that multiple components of the microwave have become restricted and damaged by excessive grease build up and are now in need of replacement. 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 prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered as the failure was the result of grease buildup which is not a normal wear and tear failure.  

  Nonetheless, in goodwill, CHW is pleased to offer the customer reimbursement of the service fee in the amount of $75.  Should the customer wish to accept as resolution to this matter, they may email ***************************************************************.  All payments are subject to 30 days processing. 

  Alternatively, should the customer wish to decline and continue their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract. 

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

  Thank you,

  **** *.
  Consumer Advocate

  Customer Answer

  Date: 07/24/2025

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

• Initial Complaint

  Date:07/22/2025

  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.

  On June 8th, I filed a plumbing claim with Choice Home Warranty (Policy #*********, Claim #*********) after discovering a leak behind my shower wall. Since the company could not locate a contractor, I was advised to hire my own licensed plumber and submit documentation for approval. I followed all instructions and submitted photos, a detailed estimate, and a professional assessment from American Eagle of AZ.Despite this, my claim was denied, citing physical damage and improper fittings. These reasons contradict the licensed plumbers findings and ignore that the leak was caused by normal wear and tear in original piping installed nearly 20 years ago, which passed all required inspections at the time of construction.I filed an appeal, but communication with the assigned claims manager was frustrating and inconsistent. Their phone system does not allow direct contact, and scheduled calls were often missed. I repeatedly heard that their master plumber claimed the pipe was cracked and the fittings were improper, yet this individual never inspected the property and their statements were never supported with documentation.Despite fully complying with Choice Home Warrantys process, I was offered just $200 on a $1,980.14 claim.

  Business Response

  Date: 07/24/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 287926156).
  
  After further review, CHW would like to offer the customer reimbursement in the amount of $1,052.54. This represents the cost to remove and replace the tub/shower faucet ($552.54) and access which includes returning the area to a rough finish ($500.00).
  
  Please refer to the Service Contract Section E(2), We will pay up to $500 to provide access to Covered Items through roofs, unobstructed walls, ceilings or floors, concrete covered, embedded, encased or otherwise inaccessible Covered Items. We will return the access opening to a rough finish condition, subject to the $500 limit.
  
  As for the hazardous waste/mold remediation and water extract/remediation,*** does not offer coverage for these services.
  
  Should the customer choose to accept please have him email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 07/24/2025

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

  I appreciate that they are willing to cover the cost of the repair and the access needed up to the policy limitation.  I just wish I did not have to become so frustrated with their Case Manager and resort to filing a complaint with the Better Business Bureau.

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

• Initial Complaint

  Date:07/22/2025

  Type:Sales and Advertising 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 had their service for 6 years, for 3 ******* they had companies come out and work on my system {AC} complained multiple times cause never worked through the work Summer. I even had to pay out of pocket for other companies to look at it. I told them the system was over 15 to ************************************** a new system. Now this summer it finally went dead and the company they sent out and wrote down what they didnt cover they didnt want to pay So I have working AC no new one. I finally cancelled my service with them I was very disappointed. I have window units be till Im able to ad money to but my own AC

  Business Response

  Date: 07/24/2025

  ********* *.,
  
  Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their air conditioner claim (no.:282581774).
  
  On April 29, 2025, the customer placed a claim stating the air conditioner was constantly running and CHW scheduled C C & Son Heating and Air for 5/1/25. However, the customer requested *** reassign the claim due to a prior experience. Per section B(6) of the Service Contract, We have the sole right to select the Service Provider. Although we honored her request and reassigned the claim to Four Seasons HVAC for 4/30/25.
  
  Based on the diagnosis received it was determined that the condenser coil had a refrigerant leak which was caused by a puncture/rupture.Condenser coils are built to withstand the transfer of heat and moisture build up. The condenser coil would not create or generate such leaks under normal operating conditions. Please refer to section A(2) of the ***************************** must become inoperative due to normal wear and tear.
  
  On 5/2/25, a claim determination letter was sent to the customer with the option to appeal and she did. Upon speaking with her Case Manager, the denial was upheld. Please also be advised that the 14" wide furnace is on a 21" wide evaporator coil and was not installed correctly. The furnace was not installed on the vent pipe nor was it up to code. Therefore, the customer was advised the claim determination would stand.
  
  On 6/14/25, the customer requested to terminate coverage.*** offered to cover $250.00 towards repairs and waive (2) months of service.The customer declined and opted to cancel. Since she was a monthly policy holder and did not prepay for coverage, there was no refund due at cancellation.
  
  Nevertheless, *** would like to offer the customer a refund in the amount of $488.58 (6 x $81.43). Should the customer choose to accept please have her email [email protected] are mailed in the form of a check and subject to 30 days processing.
  
  CHW requests this matter be closed.
  
  Thank you,
  ******** *.
  

  Customer Answer

  Date: 07/24/2025

  [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 ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ********* Willing

• Initial Complaint

  Date:07/22/2025

  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.

  Multiple claims have been either rejected or very difficult to process as the company claims that the repair doesn't qualify under the very subjective nature of "normal ************* If a customer has an older applicance or fixture, of course those are going to experience issues requiring repairs, no matter how much the owner takes care of the appliance or fixture. Choice is using the loose definition to avoid processing claims. At the same time, I have received push-back about some repairs (more recetly one with a Bidet) that do not qualify but Choice still assigns a technician to the claim and the customer ends up paying the deductible only to find out that the repair will not be covered. The company should do a better job of using AI or common sense when they see a claim coming through and avoid assigning the claim if they feel based on the notes and the type of repair that the claim will not be covered under the contract. When one calls the main number to open the claim on the phone (vs. online), the agents are mostly clueless, reading from a script, and suggest that you go on-line to open the claim. Once you go on-line, the menu options are not entirely clear, for example, neither toilet nor bidet are listed in the main screen, but it only lists plumbing system. The company should do a preliminary assessment or reach out to customer before assigning technician to ensure that the claim will not be assigned and a deductible paid only to end up having the claim rejected.

  Business Response

  Date: 07/22/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the plumbing system claim (claim no. 294457354). 

  Our records indicate that the customer placed their claim for service on July 17, 2025, stating that the bidet is not working properly.  CHW dispatched Everyday Plumbing Pompano Beach who reported that bidet is leaking with recommendation of pulling the toilet, resetting the bidet and replacing the supply line. 

  Based upon this information, CHW determined that the claim is non-covered as coverage is excluded from bidets.  Per section C of the User Agreement, "Coverage under this Agreement is subject to all other terms and conditions of this Agreement including but not limited to matters listed as Excluded under a Covered Item below notwithstanding the word All in describing what is Covered".

  Additionally, the service call fee is required for each claim placed regardless of claim outcome in accordance with section B(4) of the User Agreement, "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." 

  Nonetheless, in goodwill, *** has authorized reimbursement of the service call fee in the amount of $75 as resolution to this matter. The check will be mailed within 30 days as follows: ** *****, ******************************************  The customer may email ************************************* should they wish to provide an alternate mailing address. 

  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: 07/25/2025

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

• Initial Complaint

  Date:07/21/2025

  Type:Customer Service 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 have been dealing with this company for several years now. Every time I try to make an appointment to get something that is covered under the list they provide I have to go through all sorts of obstacles just to get someone who isn't qualified and is the cheapest for this company to hire. My claims have no sense of urgency when my ac goes out or my fridge stops working is ridiculous. I call the numbers listed on the website to speak to someone but never get an actual person and on the recording it says someone will call me back and by the time they call its a day or two later which isnt helping me for the purpose of me doing business with this company. The only people that are quick to speak with is the sales department and when asked them to help they just transfer me to the same numbers Ive been calling. I am just trying to get help with what Ive been paying monthly for to help with my home when I need stuff to be fixed. I have a 3 year old and 2 dogs that I have to make sure is taken care of for their safety when my ac goes out in the summer in AZ which is 115. I call them and I cant get any help. I called them 7/20/25 in the evening and all I got was an email saying someone will come out tomorrow but its not with a company I wanted. I chose this home warranty company so I can pick my choice and they dont even give me options to pick. They just make an appt on their own. I need help and this company doesnt help with what I signed up for.

  Business Response

  Date: 07/22/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 294805618). 

  Our records indicate that the customer placed their claim for service on July 20, 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." 

  On July 21, CHW assigned the work order to Air Flow Air Conditioning & ******************* with an appointment scheduled for today, July 22. 

  Please be advised, the customer is not provided with the option of choosing the service provider that will be dispatched in accordance with section B(6) of the User Agreement, "We have the sole right to select the Service Provider. " 

  As such, coverage will be determined upon receipt of the technician's diagnosis accordingly. 

  CHW requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate

  Customer Answer

  Date: 07/23/2025

  [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 ********, and find that after this claim is done and my ac repaired. Ill be canceling my account and going with someone else. Main reasons for this decision is I want to be able to choose my own contractor and I can actually get ahold of a live person when I have questions not get call backs which I never get even when they say they will call back. No follow through. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/21/2025

  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.

  About 8-9 days ago I agreed to the home warranty for my home and three rentals. The money ($375) came out of my bank account immediately. Within a day I saw a number of complaints about this company not coming to fix things for weeks, like air conditioning here in the desert. Not one person, a number of people complained. I called the man, ***, that had called me and had to leave a message that I preferred to cancel, effective immediately. A day or two later *** called me back while I was in my car and argued with me about canceling. Wanted the names of the people that complained. I said no, dont have them, Im in my car, just cancel. By the end of the week Id received nothing about cancellation. Since Friday, the 18th my contact cant reach a person, I must leave my number and they claim theyll call me back. They do not call me back. Callled again a few times today and left my number again. Its impossible to find a person to speak to for cancellation. They are trying to put me off long enough to keep the $375 they took while giving me nothing and refusing cancellation.

  Business Response

  Date: 07/22/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding cancellation of service contract nos. 550002400, 251269910, 269557723, and 317544892. 

  As per the customer's request, *** has terminated coverage effective immediately and has authorized refunds in full for each contract in the amount of $175.00 ($43.75 x 4 payments).  Please note, CHW has no record of charging the customer $375 as only one payment for each contract was charged accordingly. 

  The refunds will be issued to the customer's card ending in 9043 within 7-10 business days.  

  CHW requests this matter be closed. 

  Thank you,

  **** *.
  Consumer Advocate

   

  Customer Answer

  Date: 07/22/2025

  [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 ********, and find that this resolution is satisfactory to me.
  I apologize, I had the incorrect number in mind.  They have refunded the correct number.
  Regards,
  
  ****** ********

• Initial Complaint

  Date:07/21/2025

  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.

  On June 25th, 2025 my AC in my home stopped working. I went online to Choice Home Warranty to submit a claim to have it repaired. The instructions told me that it would take ***** hours for them to assign a repair company to come make repairs. Starting on June 30th I began calling due to no contact from them. All of my calls went to a message service where I was instructed to leave my phone number and they would return my call. They never did. I NEVER heard anything from this company without me first reaching out to them. I then went ahead and secured repairs on my AC. I had it fixed in ONE day, while still not hearing from this company. Then on July 17th, I was contacted by a repair company wanting to verify an appointment to repair my AC. I canceled that appointment because it was already repaired. I again attempted to reach out to Choice Home Warranty and I still have not received a call back. I have sent them a letter with copies of the work and the price for the repair and asked for a refund. I have not heard back on that either. They received that letter on July 17th. First, I want to talk to this company to explain to them why I am so disgusted with their customer service. Two, I want my money back; $250 for repairs and labor, and $343 (7 X $49 monthly payment). I fulfilled my consumer requirements with them on a monthly basis; I want them to meet their responsibilities to me as promised in their contract. Bottom line, I think this is a scam of a company.

  Business Response

  Date: 07/22/2025

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

  Choice Home Warranty (CHW)apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 290850346). 

  Our records indicate that the customer placed their claim for service on June 25, 2025, stating that fan is not working 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." 

  Due to high service demands, the customer was offered the option of moving forward using the Claim Reimbursement Process which would allow them to select a technician of their choosing to submit the diagnosis for claim evaluation. However, this option was not selected, and the claim remained in dispatch accordingly.  

  Per section E(14) of the User Agreement, "We are not liable for any failure to obtain timely service or delays in obtaining parts, equipment, or for delays due to conditions beyond Our control, including, but not limited to, labor difficulties..." 

  Our most recent records indicate that the claim was assigned to ************************; however, the customer confirmed that the repairs were already completed.  Please be advised, *** does not reimburse for unauthorized services in accordance with section B(3) of the User Agreement, "We will not reimburse for services performed without prior approval." 

  In regard to their request for a full refund, the customer is not entitled to a full refund upon request for cancellation as they are monthly contract holders and did not pre-pay for term coverage.  Per section H(2) of the User Agreement, "If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term..." 

  Nonetheless, in goodwill, CHW is pleased to offer the customer a full refund in the amount of $272.40 with cancellation. Should the customer wish to accept as resolution to this matter, they may email ***************************************************************.  

  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: 07/23/2025

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