Business Profile

Home Warranty Plans

Choice Home Warranty

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Complaints

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

Customer Complaints Summary

11,302 total complaints in the last 3 years.
3,057 complaints closed in the last 12 months.

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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:02/27/2024
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.
Contacted choice home warranty Wednesday the 21st in regard to a plumbing issue. I have a claim number *********. When I called I indicated to them that the hose bib was leaking on the side of my house. They set up an appointment for Friday the 23rd. The serviceman was 2 hrs late, took a picture of the hose bib and requested the $65.00 and would get back with us if choice warranty would cover it. I received a letter today indicating a denial. They said they dont do work on the outside of the house. I was never told this when I first called. They should have told me at the time of the phone call that they dont do outside. I feel this is so unfair and I want my $65.00 credited to my credit card. I hope you can help me. Thank you
Business Response
Date: 02/27/2024
April V.,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the plumbing stoppage claim (claim no. 231047048).
Our records indicate that the customer placed their claim for service on February 21, 2024, stating that there is a mainline stoppage, and that water is leaking from the outside faucet. CHW dispatched Integrity Reconstruction and Roofing to submit the diagnosis. Upon inspection, the technician reported that the outside hose bib had failed.
CHW issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the hose bib located outside of the main confines of the home has failed and is leaking and is now in need of replacement. Please refer to section A1 of your policy. Your policy has the following exclusion, which require systems are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner)."
The customer appealed claim outcome and it was explained that CHW is unable to determine claim coverage without first receiving the technician's diagnosis. In addition, the customer placed the claim under plumbing stoppage indicting that there may be a mainline stoppage. As such, CHW was unable to refund the customer for the service call fee as the fee is required for each claim placed regardless of claim outcome.
Nonetheless, in goodwill, CHW has authorized reimbursement of the service call fee in the amount of $65. All payments are subject to 30 days processing.
While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Customer Answer
Date: 02/28/2024
[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:02/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/4/24 I submitted a claim that my ice maker on my refrigerator wasn't working. The technician was scheduled to come on 1/9/24. After several rescheduled appointments, the technician came on February 4th 2024. He said that he had to order a part and would return, but he took the $100 payment. He was scheduled to return on 2/13/24. Once again, the appointment was rescheduled. The technician returned on the 14th of February. At which time he said that he would not go down to the crawl space to turn the water off so that he could repair the part on the refrigerator. I received an email on 02/15/24 from Choice stating that they were closing my case and I had to file a new claim. I called Choice, because I had already paid the $100 fee for the repair of my ice maker, but my ice maker had not been repaired. I was told that I would have to pay another fee because the technician said that a plumber was needed. After talking to three different customer service representatives and still not advancing in my efforts I sent an email to Choice on 02/23/24 explaining everything that I had encountered. I also explained to them that the service request had not been fulfilled. But that I was expected to pay an additional $100 to another person to repair my ice maker. I had explained to the customer service representatives that I should not have to pay an additional fee. I paid for my ice maker to be repaired, the technician that is sent out should be able to repair the part, if not, I should not have to pay for each person who comes to repair the same part. I am out $100 for the technician and I also had to purchase a filter that cost $70. My refrigerator is still not working. Nothing has been done.
Business Response
Date: 02/27/2024
April V.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 225865247).

Based on the diagnosis received from Professional Appliance, CHW authorized the technician to replace the filter housing and water valve.

On 2/17/24, the technician informed CHW that he told the customer in order to complete the repairs she would need to have a plumber shut off the water valve because without the water valve being shut off, and repairs being attempted, it would result in flooding the kitchen.

CHW informed the customer that she would need to place a plumbing system claim and pay a new service call fee. Per 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. However, the customer did not agree.

On 2/21/24, the customer spoke with a Retention Representative and requested to cancel her policy. CHW offered to lower her service call fee to $85.00 per month and provide one free month of service. The customer accepted and opted to keep her policy active.

In order for Professional Appliance to repair the filter housing and water valve, she will need to have the water valve shut off as instructed.

As an alternate option, CHW will offer our full costs for repairs in the amount of $184.52 upon receipt of a paid repair invoice. Should the customer choose to accept as resolution to her complaint, 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: 02/28/2024

Complaint: 21353205

I am rejecting this response because:
Yes, I tried to cancel, but was guided into keeping the program. However, I emailed you guys because after I thought about it, I didn't feel like it was a fair deal because I was still stuck trying to find someone to repair a part that should have been covered in my warranty. You are the second company that I've had for a warranty company. I only switched because I read reviews stating that you were ranked #1. But the other company that I was with repaired an item in my home, they had to send out a different contractor to work on something else that was effected by the initial call, but it was covered under the same fee.
I read my contract. It did not say that I would have to pay more than one service fee for the same issue. It's an ice maker, so whoever is sent to work on it should be able to complete the job regardless of what is needed. I'm not a repair person, so I wouldn't know what questions to ask. Any person who works on a refrigerator for a living should be aware of the possibility that a line could be the cause of an ice maker not working properly.
I should not have to call around to get the ice maker repaired and then only get a portion of the payment. I've already given the technician that what sent out by your company $100. The technician did not repair anything. So If someone different is needed, it should be for the same service fee. If you want me to call a repair person, and pay for the repairs, I should receive total cost because I've already paid the $100 service fee to have my icemaker repaired.
And per my contract, a refrigerator with an ice maker is included with a $100 service fee.
My request is that either the company uses the same ticket to have my ice maker repaired. Or that I receive a full refund of what is paid out for me to get someone to repair the icemaker.

Regards,

*******************************
Business Response
Date: 03/01/2024
April V.,

We apologize that the customer is still dissatisfied. However,this is an approved claim. Although, in order for the technician to effectuate repairs the customer needs to have the water valve shut off. As this is a plumbing issue, the correct trade is required. Therefore, the customer would need to place a new claim and pay a new service call fee (B4).
CHW also agreed to lower the customers service call fee to $85.00 moving forward. We have offered our full costs for repairs with a paid repair invoice as an alternative option, but the customer declined. We have no further offers at this time.

CHW requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 03/01/2024

Complaint: 21353205

I am rejecting this response because: one thing that you have failed to mention is that the technician that you sent said that he cant coordinate with the plumber. If I have a plumber come in one day to turn off my water theres no guarantee that the technician will be able to come out the same day and repair the ice maker. The history with this technician has been that they rescheduled every appointment. Both appointments that were rescheduled were done so within thirty minutes of my appointment. I had rearranged my schedule for them just to have my appointment rescheduled. The problem with that is that if the plumber turns off the water, the water will be off. It makes more sense for you to pay the full amount of the repair if I get someone else. Ill find a person who will turn the water on and off as well as repair the issue.
Not having running water is a health violation. Can you guarantee that your technician and the plumber will both be able to come on the same day and time. I do appreciate the $15 discount on my future service charges and the month free. However I do want my ice maker repaired. And going days without water because the plumber and the technician cant link their schedules iis a safety issue.
of you can assure me that both parties will be able to work together to be here at the same time, then okay. But not having running water for days isnt an option.

Regards,

*******************************
Business Response
Date: 03/04/2024
April V.,

CHW cannot guarantee the availability of our technicians. Additionally,we have offered to add a free service call fee to the customers policy and open a new claim (plumbing). We have also offered the customer the opportunity to complete repairs on her own for reimbursement in the amount of $184.52 upon receipt of a paid repair invoice. Please be advised that ************** specifically reported, Until the water is able to be shut off we are unable to complete the repair.

There is no further action that CHW can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, she needs to follow the procedure for Resolution of Disputes outlined in her contract.

CHW requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:02/27/2024
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.
2/17 3:44pm water heater claim submitted 2/18 7:53 AM Forever Plumbing assigned by CHW 2/19 10:30 am FP LLC assessed, quoted 48 hours at the latest to install 2/20 12:16pm claim approved 2/22 I contacted tech, stated he was waiting on CHW 2/22 contacted CHW at 12:56 pm, I spoke to May ******, stated CHW was waiting on me to approve $420 in modifications I asked what those mod's where, she stated she would request a supervisor follow-up with me and promised a call back within four hours.2/23 7:45 am I submitted a notification online asking for call 2/23 phone call from CHW I stated that I had been promised a call back the day before, that the tech had set the expectation that the water heater would be replaced within 48 hours and that the previous representative stated could not answer my questions regarding additional costs. Stated my frustration with process, lack of communication, and lack of transparency. CHW rep told me that CHW reserved the right to use their techs, their WH, and she couldnt give me an explanation for the surcharges. I asked if I could a check sent to me and I would use my own trusted tech. She said no. I asked to speak to a higher-level manager, she said she was the highest level. She offered to reach out to the tech to get a list of modifications, she attempted to call and was unsuccessful. She then offered to email them and request they email me a list of mods. 2/23 8:30am My wife called; she was told that the mods were a drip pan for $420. Wife pointed out that in sec. 8 it states all components and parts are included for water heater replacement, CHW rep ******************* ****** stated that the drip pan was not a component or part. 2/23 2:05pm On the portal I see a message that says According to our records your WH has been resolved... I replied with This has not been resolved. I am still waiting on an itemized list of modifications for the WH...2/27 I have heard nothing from CHW... they left us in the dark no resolution
Business Response
Date: 02/27/2024
April V.,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 230694719).
Our records indicate that the customer placed their claim for service on February 17, 2024. CHW dispatched Forever Plumbing, LLC to the customer's home to submit the diagnosis. Upon inspection, CHW approved replacement of the water heater and informed the customer of non-covered charges in the amount of $420 to account for the cost of modifications necessitated by replacement.
As per section E(7) of the User Agreement, "We are not responsible for upgrades, modifications, components, parts, or equipment required to complete a repair or Replacement of a Covered Item due to incompatibility with existing equipment including, but not limited to,
differences in technology, chemical and refrigerant requirements, or efficiency as mandated by federal, state, or local governments. We will disclose the cost of such non-covered charges, in aggregate, but will not itemize such charges."
The customer declined the non-covered charges, and it was explained that the technician charges a flat-rate fee for the cost of modifications. As such, if the customer wishes to request a copy of the charges, they may direct their request to the technician accordingly. Further, CHW is not liable to provide itemization of such charges as per the terms of their contract.
Nonetheless, in goodwill and in lieu of accepting the non-covered charges, CHW is pleased to offer the customer reimbursement in the amount of $586 with a paid invoice, which represents CHW's authorized cost of replacing the water heater including its respective labor, should the customer wish to have the unit replaced by their own technician. Should the customer wish to accept, they may contact me directly via email at *********************************. All payments are subject to 30 days processing.
No further action will be taken.
While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:02/26/2024
Type:Order 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 March or April 23 I paid for a choice Home warranty contract. I made three claims. two for a refrig that was not fixed correct the first time and i paid two fees for each visit. In Jan 24 i filed a claim that my furnace/heat pump was blowing cold air. The repair company had to reschedule as they ran past the time they were suppose to be here. we rescheduled for 2/26/24 today. they replaced a part and had to get permission to replace another part to give me heat. they also cleaned my unit for $100 extra and i paid the $100 and the service fee of $85. The service man said that my outdoor unit was dirty however i had it cleaned in the summer of 2023 at my own expense. the service man said they would probably deny the claim as they deny most claims. ****** denied and now it will cost me over $300 to have it fixed. I maintained my unit and it worked fine both air in the warmer months and heat up until 1/10/24 when no heat became an issue. i think they are wrong as they paid for one part and without the other part i still will have no heat or air. i am 75 and on fixed income. now they want me to renew.
Business Response
Date: 02/27/2024
April V.,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the heating system claim (claim no. 228863171) and the refrigerator claims (claim nos. 198966555 and 218261452).
With regard to the refrigerator, our records indicate that the customer placed their initial claim for service on May 19, 2023. CHW dispatched *************** Service to submit the diagnosis and repairs were completed on site and under the technician's pre-approved authorization. There were no further requests for service and the claim closed after 30 days of inactivity.
On October 19, the customer placed their subsequent claim for service on the refrigerator. CHW dispatched Ness Appliance to submit the diagnosis. Based upon their findings, CHW approved replacement of the cold control and defrost timer, however CHW denied coverage for replacement of the door seal as the seal was torn and the failure was not a result of normal wear and tear.
CHW issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the cold control and defrost timer were approved for replacement. Additionally, the door seal is torn. This physical damage is not due to normal wear and tear. 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 technician reported on November 7 that the repair was completed. There have been no additional requests for service. Should the customer require service on the refrigerator, they are required to place a new claim for service accordingly.
With regard to the heating system, our records indicate that the customer placed their claim for service on January 30, 2024. CHW dispatched CC & Son Heating and Air, LLC to submit the diagnosis. Upon inspection, the technician reported failure to the condenser fan motor and capacitor due to clogged coils. The technician also provided us with photos to confirm their findings.
CHW issued the claim determination stating, "Based on the information provided to us by you and the Service Provider(s) assigned to your claim, it has been determined that the **** system has developed severe dirt and/or debris buildup. This condition has restricted the necessary airflow, causing the condenser fan motor and capacitor to overheat and fail. This is not a failure that occurs under normal wear and tear conditions. 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 appealed claim outcome and it was explained that the claim will remain non-covered in accordance with the terms of their contract. No further action will be taken.
While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:02/26/2024
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 had Choice Home Warranty and I had paid for 5 years up front. We made a claim in ******* 2024. They said someone would be in touch to schedule to come out and fix the problem. A week later I received an email stating that they were unable to find someone in our area to fix our problem so they asked me to call and find someone, pay them directly, and then they would reimburse us. Thats what I was paying them for, to find someone to fix the problem. The couple of companies I called said they would not do any kind of work that had anything to do with Choice. I called Choice and told them what was going on and that I wanted to just cancel since they couldnt find someone. They begged me to give them 24 hours to find someone, so I gave them one last chance. After 24hrs I still didnt get a call, so I called back and they begged me and begged me not to cancel. I told them to cancel my account and send me the remaining money. I was assured that would happen. 2 weeks later I received an email stating that someone was coming out to fix our issue. I called them again and was told that my account had not been cancelled. I told them to cancel it and send the money, by now it is mid February. They finally did send the money back, but, I had paid for ******* and part of Feb and they should still fix the issue with our dishwasher since the claim was made in *******. They told me that the account was closed and there was nothing more to talk about
Business Response
Date: 02/27/2024
April V.,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the dishwasher claim (claim no. 228670832) and the microwave claim (claim no. 228671798).
Our records indicate that the customer placed both claims for service on January 29, 2024. Due to higher-than-normal service demands, CHW offered the customer the option of the Claim Reimbursement Process which allows the customer to select a technician of their choosing to submit the diagnosis for claim evaluation, however the customer declined this option.
As 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..."
Due to the customer's dissatisfaction with the service delay, they processed a cancellation of their policy on February 14 and they were refunded in accordance with 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 at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of $50, or such amount as is permitted by law."
CHW cannot service inactive policy and therefore the customer's request for service on a cancelled policy has been declined accordingly.
Nonetheless, as a goodwill gesture, CHW is pleased to offer the customer a full refund in the amount of $2,970 as resolution to this matter. Should the customer wish to accept, they may contact me directly via email at *********************************. All payments are subject to 30 days processing.
While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate
Initial Complaint
Date:02/26/2024
Type:Order 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.
Dear ************** This complaint is regarding my claim #********* with Choice Home Warranty under Policy# ********* and the "run around" I have recently experienced with the company. As of recent, I contacted Choice regarding a furnace unit issue inoperative from "normal wear and tear" and submitted a claim through their service technician. The technician advised me at the service address that the furnace needed to be replaced on the date of service. Choice has also refused to provide me with the technician's diagnoses report since the date of service. I have made several attempts over the last several days to settle this claim with Choice. Choice has chosen to be evasive in settling this claim by stating they needed more information from the technician for a diagnosis and that they would reach back out to me on another occasion in four hours which never happened. Now, on today's date, I contacted Choice regarding their Cash Out Option included in my Choice Plus Warranty Plan for $3000 as stated in writing in the warranty agreement. I was then told by a Choice representative they needed me to provide home inspection information. The warranty agreement and FAQ Info clearly states that this is not a requirement for a repair or a replacement. I was not aware of the ******* Consumer Lawsuit when I opted to choose this Choice Home Warranty via disclosures where $600 was paid for the plan. I am requesting the $3000 cash out option immediately on this furnace unit due to normal wear and tear. I have followed Choice Home Warranty claim procedure in reporting the problem, which was also a safety issue and paid the technician a $75.00 service call fee in good faith. This is deceptive trade and bad faith business practices on the part of Choice Home Warranty in the ************** under the ***** Consumer Protection Act via the ***** ************************* and the ******
Business Response
Date: 02/27/2024
April V.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 230185160).

Based on the diagnosis received from Advanced Air Solutions, CHW requested the customer provide a copy of their Home Inspection Report for further claim review. CHW is pending the requested information at this time in order to issue a claim determination in accordance with the terms and conditions of the user agreement.

As for the customers request to be reimbursed the maximum system payout per the contract term, we are unable to honor his request. Per section B(6) of the user agreement, We have the sole right to select the Service Provider.Furthermore, as CHW located a technician, the reimbursement option is not available at this time. Furthermore, the customer will need to submit a copy of his Home Inspection Report. He may do so by logging into the customer portal and uploading the document under the appropriate claim.

CHW requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 02/27/2024

Complaint: 21349424

I am rejecting this response because:

1. The language in the contract warranty agreement does not require a home inspection report for the payment of the claim.
2. Choice Home warranty is requesting this home inspection report after the diagnosis was made, and after the technician assigned advised me the furnace needed to be replaced.
3. Choice is once again asking for a Home inspection report (clearly not required in the language of the contract) but refuses to provide me with the technicians report and diagnosis information report.
4. Choice has not fulfilled their obligation in this matter which is a breach of the contract. I requested the cash out option of $3000 for the furnace that the technician advised me needs replacing on the date of service after paying the required $75 service fee.
5. The house was a Cash Purchase and therefore did not require a home inspection report. A Choice Home Warranty was paid for and provided on the date of closing with no home inspection required from the warranty company, title company or any other party.
I have tried to explain these facts to Choice warranty where my claim has been ignored and where Choice continues to ask for items not required or necessary to honor my claim.
Regards,

*******************
Business Response
Date: 02/29/2024
April V.,

We apologize that the customer is still dissatisfied.However, CHW has not issued a claim determination as we are awaiting the requested information. The customer will need to submit a Home Inspection Report for further claim review. Although, the customer indicated in his complaint that no Home Inspection Report was performed upon purchase of the home. Therefore, we are unable to move forward with the customers claim.

CHW requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 03/01/2024

Complaint: 21349424

I am rejecting this response because:

1. Choice Home warranty sold this home warranty plan (approximately $600 was paid at closing) providing coverage without requesting or requiring a home inspection report. Now that a claim has been submitted, Choice is now requesting a home inspection report. Clearly, within the FAQs in the Choice Home Warrantys public website it states a home inspection is not required.
2. Choice Home Warranty not performing by not honoring this claim and moving forward is a breach of the contract. The technician wrote a report and stated on the date of service that the furnace needed to be replaced. This party has the contractual right to request the cash out option for $3000 to replace the furnace.
3. I have not received Choices written invoice/inspection report on their behalf regarding the furnace needing replacement from normal wear and tear. I am requesting this now in writing.
I have followed Choice Home Warrantys instructions on submitting this claim and paid the $75 service fee as required in good faith. Since the technician advised the furnace needed to be replaced, I am requesting the cash out option to resolve this matter. I will also seek assistance from the ************************************** to review this claim and all communications from the outset.
Regards,
*******************
Business Response
Date: 03/05/2024
April V.,

CHW has approved the customers claim for a Supplied Furnace. CHW is supplying the furnace and covering the technicians labor. There are non-covered charges due to the technician in the amount of $1,022.00 for modifications and haul away.

Per section E(7), We are not responsible for upgrades,modifications, components, parts, or equipment required to complete a repair or Replacement of a Covered Item due to incompatibility with existing equipment including, but not limited to, differences in technology, chemical and refrigerant requirements, or efficiency as mandated by federal, state, or local governments. We will disclose the cost of such non-covered charges, in aggregate, but will not itemize such charges.

Per section E(12), We are not responsible for the cost to dispose of a Covered Item or one of its components.

Hard Pipe: $180.00
Gas Flex: $136.00
Furnace Stand: $84.00
Haul Away: $100.00
Return Modification: $140.00
Sediment Trap: $115.00
Transition: $189.00
Whip: $78.00
Total: $1,022.00

Notification regarding such was emailed to the customer today (3/5) and he accepted the non-covered charges. Once an equipment order is placed the technician will be notified with the delivery/pick up information. Upon receipt of the equipment the technician will contact the customer to schedule a repair appointment.

CHW requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:02/26/2024
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.
Our microwave broke on February 14th. Choice home warranty scheduled an appointment for MSJ Appliance to come on the 20th. After speaking with the technician, who was extremely helpful, it seemed like i might need a new microwave. This all sounded fine to me until the matter was back in Choice Home warranties hands where they only offered me $191 in a Lowes gift card. I have a large built in microwave with the following features sensor cooking, add 30 seconds, start delay, and auto defrosting. After looking on Lowes the only replacement product i can find with the same features is $500. When asking for a case manager to be assigned they sent me the wrong phone number to contact my case manager. I then had to track down the correct number. After speaking with the unhelpful case manager they informed me they could finally offer a $191 check for freedom to go purchase my new microwave instead of having to go to Lowes. After thinking about it some more I called them back to confirm they have all the correct features listed on their end because i could not find a microwave even close to their offer. My case manager wasnt available so someone else helped me who was extremely rude and told me that I couldnt be forwarded to another manager. After 3 weeks i have gone to ********** and purchased a microwave that actually has my old microwave features for $500. Whatever you do, dont buy a warranty from them. It will cost you more than just paying to fix the problem yourself. In total i paid $495 for my contract that they ignore and 65 for the diagnosis of the obvious that the microwave was beyond repair. Choice home warranty will happily take your money and then when you need the help to replace something theyll turn their backs on you. This is my first time ever filing a claim with the BBB but felt necessary based on the deceptive practices of Choice Home Warranty.
Business Response
Date: 02/27/2024
April V.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their microwave claim (no.: 230332505).

Based on the diagnosis received from MSJ Appliance Repair, CHW offered the customer cash back in lieu of replacement in the amount of $191.00.However, the customer declined. Per section E(3) of the user agreement, We have the sole right to determine whether a Covered Item will be repaired or Replaced (as defined in Section K). We reserve the right to offer cash or cash equivalent in lieu of repair or Replacement in the amount of Our actual cost (which at times may be less than retail) to repair or Replace any Covered Item.Cash or cash equivalent offered in lieu of repair or Replacement does not include the costs of shipping, tax, or installation. When cash or cash equivalent is issued to Replace a Covered Item, You may not make subsequent claims on such Covered Item for 12 months from the date of issue.

Upon speaking with a Case Manager, CHW offered the funds in the form of a check to use at a retailer of his choosing. Although, he declined.

Nevertheless, CHW will increase replacement to $299.99. Should the customer choose to accept as resolution to his complaint, please have the customer email mcintron@********************************** is subject to 30 days processing.

CHW requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 02/29/2024
[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.
Initial Complaint
Date:02/26/2024
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.
Their contract and policy states that the policy covers only normal wear and tear. Twice they have declined a claim due to normal wear and tear and the system stopped working 1) My GE Profile cooktop 2) ***** Washer This is a nexus and collusion between the technician and the warranty company and it is exploiting customers. I have canceled my My Policy #: ********* effective today
Business Response
Date: 02/27/2024
April V.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their oven stove cooktop and washer claims (no.: *********; 229328561).

Oven Stove Cooktop (no.: *********)
Based on the diagnosis received from ***************** Solutions it was determined that the glass top of the cooktop was broken and needs to be replaced. Please refer to section E(1) of the user agreement, This Agreement does not cover routine maintenance or malfunction due to misuse, abuse, neglect, or failure to maintain any system or appliance in accordance with manufacturer specifications.

A claim determination letter was sent to the customer with the option to appeal and he did. Although, upon speaking with his Case Manager the denial was upheld as the glass cooktop was physically damaged and the user agreement does not cover malfunction due to misuse, abuse or neglect.

Washer (no.: 229328561)
Based on the diagnosis received from *************** Service, it was determined that the bolt from the agitator broke off and got into the transmission which caused multiple failures. Please refer to section A(2) of the user agreement, All systems must become inoperative due to normal wear and tear.

A claim determination letter was sent to the customer with the option to appeal and he did. Although, the denial was upheld and the customer requested to terminate coverage. CHW cancelled the policy per the customers request. As the customer was a monthly policy holder and did not prepay for coverage, there was no refund due at cancellation.

Nevertheless, CHW will offer the customer a refund the customer two months of the paid policy premium in the amount of $214.98 (2 x $107.49).Should the customer choose to accept as resolution to his complaint please have him email [email protected] is subject to 30 days processing.

CHW requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 03/01/2024

Complaint: 21348063
The washer can be repaired , but because the claim is rejected if I were to have it repaired , I have to spend out of pocket which is around $500-600 minimum . made the decision to buy a new washer all because Choice did not cover anything . Also I had to pay $85 for the technician to show up and write a diagnosis that is tailor made for Choice to reject the claim
I am rejecting this response because: I am not looking for a payoff or settlement . I have been paying this company $107.49 per month since Feb 2022 and so far they have rejected all major claims I made , which are the ones identified in their response . The only claim they partially covered during this period is a kitchen sink faucet and that too they only covered $50 for parts and the install labor . Their contract is misleading and the technicians just reject the claim because it is difficult for them to get anything paid by Choice if they diagnose it as valid . I would like them refund me for the monthly dues from the time I reported the claim for the cooktop or pay for the new washer (which is $998 + $79 install + $180 extended warranty + tax)
The appeal process to the Case Manager is just a delay tactic to frustrate the policy holder into dropping the claim . Very frustrating to a homeowner

Regards,

*********************
Business Response
Date: 03/01/2024
April V.,

We apologize that the customer is still dissatisfied.However, please refer to section B(6) of the user agreement, We have the sole right to select the Service Provider.

Furthermore, we did not approve the purchase of a new washer and the user agreement states, We will not reimburse for services performed without prior approval (B3).
As for the customers request to be refunded dating back to May 2023 when the oven claim was placed, we are unable to honor his request.Although, CHW has offered to refund two months of the paid policy premium, but the customer declined.

CHW will extend a final refund offer for three months of the paid policy premium in the amount of $322.47 (3 x $107.49). Should the customer choose to accept as resolution to his complaint please have him email [email protected] is subject to 30 days processing.

CHW requests this matter be closed.

Thank you,
********************
Customer Answer
Date: 03/04/2024

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.
Based on the message below I am accepting the resolution. Please take next steps to proceed.

Regards,

*********************
Initial Complaint
Date:02/26/2024
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've been under warranty about 4years in Choice Home warranty. The leackage has been happened from baht shower valve on 26th Jan this year. So, I did claim to fix it but still they didn't asigned any contractor yet. They were try to assined two time but the assinged contractors weren't dispached to my house(I don't know why). Anyhow, they are saying they are finding the contractor. But it's still opened. We couldn't the bath since it happened.
Business Response
Date: 02/28/2024
April V.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their plumbing system claim (no.: 228474044).

On January 26, 2024, the customer placed a claim stating that the shower head/arm was leaking. CHW dispatched the claim to our vendor network and scheduled an appointment with **** of All Trades LLC for 2/9/24. However,please accept our apology as the technician removed himself from the work order. The claim was dispatched back to our vendor network, but we experienced delays.
Our most recent records indicate that an appointment is scheduled for 3/1/24 with **** Mechanical between 11:00AM 3:00PM EST.Notification regarding such was emailed to the customer today (2/28). with the technicians contact information and appointment details. Should the customer need to contact the technician directly he may be reached at ***************.

CHW requests this matter be closed.

Thank you,
********************
Initial Complaint
Date:02/25/2024
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.
I used to be a customer with them. I renew my policy yearly and pay full subscription using my credit card. In 2022 I decided not to use them anymore. When they called for renewal, I told that I was not interested. They kept calling me with new offers but turned down. Last month I was reviewing my yearly activities on card. I noticed that the company are charging monthly payment on my account since Feb 2022. I called the company and complaint about their fraudulent activity. The company confirmed that I did not renew my policy but decided to refund me only six month, claiming that they cannot backout further. This is not acceptable! it a fraud they have to refund the full year charge. They refunded only 6 month to my card, the owe me 6 more $307.98
Business Response
Date: 02/27/2024
April V.,
Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding policy cancellation (policy no. 442052569).
Our records indicate that on February 11, February 18, and February 24, 2023, CHW corresponded with the customer informing of policy expiration and autorenewal. As per section G(2) of the User Agreement,"This agreement may be renewed at our option. In that event and unless you cancel this agreement, you will automatically be renewed to a monthly-plan rate and be notified of such prevailing rate and terms for renewal."

The customer did not record their preference to cancel upon expiration and therefore the policy renewed at the auto renewal rate of $51.33 accordingly.
On February 3, 2024, the customer contacted us stating that they requested the policy be cancelled last year and requested CHW refund them for the past year of service. It was explained that CHW has no record of their request to process a cancellation, however, in goodwill, CHW agreed to refund the customer for the past six (6) months of service in the amount of $307.98. Our records indicate that the refund was issued to the customer's card ending in 4431.
Should the customer wish to provide documentation of their request to cancel from February of 2023, they may provide same to me via email at ********************************* for further evaluation.
While we regret to hear of the customers frustrations, CHW has abided by the policy terms and conditions and requests this matter be closed.
Thank you,
************
Consumer Advocate

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