EDISON, FLORIDA -- On October 10, 2015 I filed a claim for my air conditioner not cooling. On October 16, at approximately 830 pm Burgess A/C Sales and Service came to my house. He was very nice, stayed until my unit was cooling, he made every effort to complete the job. I would recommend this company for service.
He replaced a blower cap, and stated there was no Freon in the unit. The unit had a leak in the evaporator cooling coil. He would need to get approval to put Freon in the unit and he would need approval to replace the evaporator cooling coil. He also stated that it would be expensive to do this because it was R-22 Freon and the unit would need to be converted to the new type of Freon. He suggested for the unit to be replaced because it was not economical to repair the coil.
We both tried to contact the service department at 1-888-531-5403 and did not get an answer. The Warranty Agreement states 24 hours a day, 7 days a week. He put 3 lbs. of Freon in the unit and I paid an additional 130 dollars. He stated it would leak out; and this was a temporary fix; just to get the unit cooling until the repair was approved.
I called, spoke with Jennifer on Monday October 19, 2015, and she stated he had not submitted the diagnosis. I called back Wednesday October 21, and spoke with Karina, she also stated he had not submitted a diagnosis but had been approved for the blower cap and Freon. I told her I paid for the Freon and wanted to be reimbursed. I asked her to call him while I was on the phone to resolve this matter. She called him on the phone and stated he only said the blower cap needed to be replaced, and that he had put Freon in the unit.
I called on Thursday October 22, and spoke with Sue; she was very rude she made several statements: They were not going to fix my unit, they did not have any information on the coil, first lie, that if I didn't stop arguing with her she would just cancel my account, she had the right to cancel it anytime she wanted, (second lie) that the unit was fixed and if it stop cooling I could call them back. When I started question her about what she knew about A/C she stated: "Are you sitting in a hot house? We are not going to fix anything else." It was only 3 lbs. of Freon (that means it was empty, duhhh).
When I asked to speak to a manager she said, "I am the manager." When I asked to speak to her boss she sent me to the cancellation department and I spoke with Aaron. When I tried to explain what I was angry about he told me he wasn't finished talking and to be quiet. I explain: that being from the south as I was, and apparently he was from the north and didn't respect women, that when a woman is speaking the respectful thing to do is stop talking until she is finished. I AM THE CUSTOMER. I PAY their salary… I am not happy with the service, my A/C unit is not fixed and I want it fixed, as promised in the advertisement.
STATEMENT I heard while on hold waiting on him to get on the phone: Regardless of the age of your appliance, no home inspection is required; we take the worry out of home warranty. I called and spoke with Mr. Burgess. He was told by the service department that he was not approved to put in the Freon and should not have done it. When he asked what should he have done he was told he should have got into his vehicle and drove away. The gentleman he spoke with told him to give me the check back to the customer; he stated he had already deposited the check.
He also stated he told the company the coil was leaking. They said they were not going to approve it to be replaced or fixed. I just called the sales department for Choice Home Warranty as a new customer: I asked “What exactly is cover under your warranty?" He gave me a list of items. I asked, "So if my refrigerator goes out?" He said “It cover all components." I said, "And my a/c, it is 12 years old. What if it goes out and can't be fixed?" He said “Well with that age we would replace it with a brand new make and model with the most comparable unit on the market. It covers; compressor, condenser, cooling coil, all major components, at that age a new A/C.”
False advertisement... Lie to get people to buy the product and then not follow through when they try to make a claim. Since that last call with Mr. Burgess I have had several conversations and emails concerning my repair. I have had the same rude conversations with the service department, have been treated very disrespectful.
I received an email Friday that a company called Gulf Breeze Mech. LLC was going to come look at it. I set up an appointment with this man for Monday, explained what the issues were. And he stated that Choice Home Warranty Company have been very difficult to work with concerning air conditioning units that the coil was leaking on. They did not want to fix them or replace them and he had to jump through a lot of loops to satisfy what they required, that they might just deny the repair, they had over the summer with him and he had calls of upset clients.
Saturday I was email, he declined to come because it was 2 hours away and out of his service area. I spoke with the gentleman and he stated Choice is the one that called him to cancel. They were going to get Burgess AC Sales and Service to fix it and they did not want to pay him the additional millage, no more than 25 miles. It is 32 miles and takes 40 minutes to get to my house.
Again lies… so either there are two service people who your company has hired to fix my unit that have lied, or your service department has been taught to lie to the customers... Burgess has not been assigned to fix the unit, I have not heard from anyone as to when my unit will be looked at or repaired.
NEW JERSEY, FLORIDA -- Please DO NOT BUY CHOICE HOME WARRANTY!! This is one of the biggest and more legit scam out there, and is so easy to fall for it. These people will be stealing your money month after month. This company's main claim and promise is to sell you their insurance. Then after 30 days after you became one of their member, if any of your appliances in your home has a failure such as refrigerators, washer machines, cooktops, garage doors, water heaters, air conditioning units and many others, they will pay for the full repair or the replacement of the unit if there is no repair available except for a small 45 dollars amount which has to come out of your pocket.
Well, after been a member with them for almost 4 years, I was able to find out that this company is a big scam and I found out the hard way - taking my money and yours too again and again. And when it's time to take care of you, there is a big hand with a huge index finger which comes out from this company's phone system who says "NO, NO, NO. We are not fixing or replacing your faulty unit, and thank you very much for all your money very well sent to us." Let me explain. About 3 days ago my beautiful glass cooktop went out of business. 3 of its burners are inoperable, and I said not a problem. Went called the scammers and opened a claim.
Well there was no problem with that. After they opened the fake claim, and after two days waiting time, they sent me a technician. As soon as I opened the door the technician asked me for a 45 dollars cash or check up front. All this happened even before the technician got inside my kitchen where my cooktop resides. "No problem" I said. I paid the 45 dollars to the technician which by the way is a legit South Florida Appliances Repair Company. The technician didn't even diagnosed the cooktop. He just asked me what was wrong with the unit, and I explained him that 3 of the 4 burners went out.
Then he just concluded that the cooktop was out of business and needed to be fully replaced. He advised me that he was going to contact CHOICE HOME WARRANTY and tell them what was going on, and then arrange how to proceed. Well, the next day I was contacted by the technician. Only this time to give me the bad news that CHOICE HOME WARRANTY was not going to cover for the fix or for the replacement and to please contact them so they could explain me. I then contacted them immediately in which I was transferred to the claims department.
I spoke to a supposedly Supervisor in which he proceeded to tell me that CHOICE HOME WARRANTY was not going to cover my unit because my cooktop failure was a pre-existing condition. I said “What?” I thought for a moment that I got confused when I purchased the insurance. Instead of buying an appliance insurance coverage I bought a health insurance for myself. I then told them that I never reported a failure of any kind in regards to this cooktop or any appliances in my house, and they insisted that this was a pre-existing condition. I kept explaining that this was a 3-year-old cooktop and never had a problem before.
And I never had contacted CHOICE HOME WARRANTY for any repair in my house. Then for a few moment, my mind played a trick on me, and I thought for a moment that this people was spying or placed a bug in all my appliances, but specifically inside my cooktop via Wi-Fi. And I said, "I am stupid but not that stupid," then to quickly realize that this is a huge scam. So final answer from the so called “Appliance CHOICE HOME WARRANTY Supervisor”, “No, this is a pre-existing condition and the company will not pay.” How about that?
I encourage you NOT to buy a fake warranty policy from this Scam Company. You will lose your money like I did for all these years. I also encourage you to spread this message as much as possible on Facebook and every other social media network out there to prevent casualties like me to get scammed the way got scammed. So please help me out to pass this around and share it on your wall. Thank you. Best regards.
EDISION, NEW JERSEY -- Have been a homeowner for over 20 years and have had home warranty coverage for over 10 with 5 different vendors - by far this is the WORST HOME WARRANTY COMPANY. Here are some of the reasons:
1 - Contract riddled with exclusions - Did you know CHW will not replace your water heater, they will not pay for wire trace and most of their contractors don't even show up. I had an incident over Christmas break with some of the lights not working, CHW assigned a contractor and when I called to schedule he clearly stated he doesn't service my area and won't be available for 5+ days, they have a lot of fine print.
2 - When I enrolled I was told there would be no cancellation fee, which is true but CHW charges you a $50 processing fee once you decide to cancel.
3 - I had 5 accounts with them and called to cancel 3 of them, 1 was already expired and another one expiring in 2 months. CHW insisted that they need to cancel the one that was expiring in 2 months and I would not be given a refund because of the $50 processing fee.
4 - When I did call to cancel CHW Customer Service (which was an absolute joke) stated that I and CHW have to come to a mutual agreement as to why I should cancel and it's written in the contract - Can you believe that farse!!
5 - When contractors are unavailable CHW does state that we can hire a contractor and have them call the help line to get authorization. I followed procedure to the bone - waited 60 days and the check still isn't here. When I cancelled CHW stated that they will stop processing of the check and I am ineligible for the $120 claim that I filed.
6 - All in all I am out $270 just because I cancelled the policies.
I DO NOT RECOMMEND GOING WITH CHW EVER. I have used 4 other companies in the past and by far CHW is the worst, would have given them a 0 star if possible.
EDISON, NEW JERSEY -- Stay away from this company. A judgment was recently brought against them by the Attorney General of NJ for unethical behavior. My AC quit cooling this summer. Choice sent out a tech on a Friday who said the compressor went out. On Tuesday, he calls me to tell me that the claim was denied. I called Choice to find out why they denied the claim. They said they didn't deny the claim -- the tech hadn't sent the report in yet, which was a total lie (it's an electronic submission through an iPad app which was done at my house). If he hadn't turned in the report, how could he know the claim was denied??
Long story short, Choice left me without AC for a week (in the Texas summer) -- keeping with their story about the tech not sending in the report. They finally told me my claim was denied (didn't see that one coming) stating a compressor can only fail for a few reasons -- improper maintenance, lightning strike, power surge, etc. None of those are covered under their policy. In other words, your compressor goes out, they always have a way to get out of fixing it.
The technician told me he wrote on the report that compressors are electric components and can fail at anytime for many reasons and it wasn't caused by improper maintenance. He wanted my AC fixed and wrote the report as best he could to get it approved.
As I mentioned, they have a judgment against them per the Attorney General's office. I submitted a dispute with them and the BBB of NJ. Choice finally agreed to refund the cost of my warranty ($400 is cheaper than $2000) but when I called to get my refund, they sent me papers I had to sign and get notarized stating I won't say anything negative about their company and if contacted by 3rd parties, I have to say the dispute was handled satisfactorily. So, they screw me out of a promised repair, and I have to be quiet? I refused their refund. Beware. This is a very unscrupulous company using scare tactics (notarized agreements) to silence people they've screwed over.
EDISON, NEW YORK -- I never review things because I don't have the time. But this company is a total scam. Stay away. My house is 15 years old and things were starting to wear down. My daughter had a great experience with American Home Warranty when she purchased her house and I figured I would try it too but AHW does not service my zip code so I thought I would try this. They were nice on the phone. You have to pay up front for a year which was over $500 with the options I wanted to add. I was a little hesitant but they said "don't worry. You can always cancel and get your money back."
Then I made my first claim. My washer was leaking water. Guess what? The seal on the front door is not covered by them. I said, "I want my money back. This is ridiculous." So they said they'll work something out. They paid $100 of the $400 job to fix my washer and did not charge me a service fee. Then about a month later I made 2 claims. 3 out of 4 burners on my stovetop weren't lighting without a match and the ice machine was not working on my very expensive sub zero refrigerator.
I call them and they say guess what - ice machine is not covered. Also they won't cover my stove top because this was a pre-existing condition. The burners just stopped working so why is that pre-existing? Because it happens over time. And it's 15 years old so it must have been going bad before I purchased the policy. Are you kidding me? This policy is supposed to cover old appliances. They don't even come to check out your appliances before they cover you. Every appliance starts breaking as soon as you start using it. So basically they cover nothing. A million exclusions in the fine print. Totally not worth it.
They were nasty on the phone and when I canceled the policy after 3 months they would only refund me $90 of the $500 because they charge a $50 cancellation fee. They charged me for $50 of each month and then they charged me for the coverage of the washing machine which I paid for. Once you cancel you cannot get through to them. I am fuming! Stay away! I wish the Better Business Bureau would get after them and close them down before other people get sucked into this scam.
GRAPEVINE, TEXAS -- My first claim to Choice was for a blocked sewer line. The toilet was backing up into the tub. The plumber assigned was Ajax Plumbing who could not come out for 5 days. I called to see if I could get someone sooner and was told no one could come sooner. Ajax missed the first appointment and set another one 2 days later.
One week after I reported sewage sitting in my tub, Ajax came out and said they couldn't clear the line. They wanted to use a camera to see what was clogging it and dig up my front yard. I called Choice and complained and complained. They finally gave me permission to use my own plumber who came out the next day and used the outside cleanout to clear the line in 15 minutes.
My next claim was the washer drain. Because the sewage sat in the line for a week, it had backed up into the washer drain and I could not use my washer. My first call to Choice I was told it was not covered. My second call I was told it was and I was given permission to use my own plumber. Again he cleared it the next day in an hour. After 2 weeks of asking about my claim, I finally had to fax it to the claims department and was then told the $60 claim was not covered because there was no outside cleanout on the washer drain. Since the plumber charged a standard service call fee, I didn't understand why it mattered how the drain was cleared.
The manager over claims told me her job was to enforce the policy and it was suspicious I was calling again in such a short time for another blockage problem. It's obvious Choice Home warranty isn't a company that wants to repair anything. They want to collect a yearly policy and get out of paying anything for repair services. The plumber they sent out knew the system was to get the homeowner to pay through the nose for something a good plumber could do in minutes. NEVER USE THIS COMPANY!
EDISON, NEW JERSEY -- I entered into a home warranty coverage plan with Choice Home Warranty on 08/19/2015. At the time that I entered into the coverage plan, I was told by Adam ** that the plan would go into effect in 15 days due to having an existing plan. At that time my current plan with American Residential Warranty was in effect. I was not told that I needed to cancel the policy immediately. In fact I was told to leave it in place until the new contract went into effect with Choice Home Warranty.
I called on 09/17 to submit a claim on an A/C unit that failed and was told that my contract was not in effect until 09/19/2015. I explained the above and was told that I would need to provide proof of coverage under the American Residential Warranty plan at the time that I signed up for the Choice Home Warranty plan. I had purposely not paid the American Residential Warranty plan for August due to the new Choice Home Warranty plan. American Residential Warranty would not send me a copy of my contract until I made August which I did in order to obtain proof of coverage at the time I signed up for Choice Home Warranty.
When I sent the proof of coverage in I was then denied coverage with Choice Home Warranty due to not terminating my contract with American Residential Warranty at the time of the A/C failure. This is a complete double standard. They required me have existing coverage then denied due not having cancelled my coverage prior to the failure of our A/C.
When I called back a fourth time that supervisor told me that all I needed was proof that the contract was in place at the time that I signed with Choice Home Warranty. Then I was told that I needed to show a bank statement showing payment for August. When I stated that I could do that I was told it wouldn't matter due to the failure being previous condition. Even though the equipment failed on 09/16 and the policy should have gone into effect on 09/14. This company is nothing but a bunch of crooks practicing the bait and switch routine at every opportunity.
BEDMINSTER, NEW JERSEY -- Do not waste your money with this company. I had the policy for over 30 days which my policy clearly stated was my waiting period. 45 days into my policy my garbage disposal decides to start leaking. We called and couldn't get through so we did a claim online. An automated phone call confirmed that our claim was received and gave me the name and number of the plumbing service that would be out to fix the issue. I also received an email that confirmed as well as stated the issue that we had reported which was a "leaking garbage disposal".
The plumber called us and came to the house. He called Choice Home Warranty to get the confirmation number where they informed him this service would not be covered as the policy was too new. I called Choice Home Warranty, and was told that they had deemed this "pre-existing", that this leak couldn't have happened in the few days that my policy was in effect.
I questioned them as to how long would it have occurred... one month. Two months, three... The response was "I don't know maybe two or three months." I questioned is that on every appliance in my home and she stated yes. I again questioned, "so if my washing machine dies 6 months into my policy you can still claim that?" She responded with "it just depends on what happens to it."
I was extremely upset that there was no set definition of what could or could not be pre-existing and that this could be a "loophole" out of paying for anything. I was also upset that they didn't have the common courtesy to call the repair man prior to him making a service call to my home to cancel this claim. I still paid the plumber the 45 service call as it was not his fault, and advised him to "raise hell" with Choice Home over this less than stellar service. As I stated above, Don't Buy unless you have brand new appliances.
EDISON, NEW JERSEY -- Disclaimer: My experience with company is purely on the basis of having to cancel a 5 Year, (3) properties contract, WITHIN the allowable 30 day "cancellation period" without penalties. It started when I called to inquire on their services and getting a highly experienced salesman by the name Albert who managed to sell me the idea of buying a 5 year contract to cover 3 of my properties in order to take advantage of "that day only promotion" which was getting a 6th year free, under the clear agreement that I could cancel the contracts without any penalties whatsoever within the next 30 days.
The first "bad smell" sign was when I inquired about the legal contract and getting a response to wait for the (postal) mail. That took almost 2 weeks. When I received it, there was a small print clause which allowed Home Choice to charge a 5% on the yearly balance if the policy was cancelled at any time. Immediately I called him and asked about that specific clause to which his vague response was "I never said there would be no fees for cancelling" and if I decide to cancel my request would be routed through another department, and that someone would be calling me soon.
That didn't happen so I called back on the 3rd day only to end up which another more skilled sales manager (Andy) who tried unsuccessfully to convince me not to cancel - which is totally fine, that's his job. My sour experience started when he pointed to the small print clause about Home Choice assessing a 5% fee to the balance, which at this point he estimated it over the entire 5 year policy on all 3 properties!!! Never mind the small print mentioned only one year! Outrageous!!!
Fortunately, I always go beyond efforts to getting things in written so I quickly pointed out to Andy that in my phone and e-mail communications (with the original sales rep) there was a clear understanding there would be no fees whatsoever for cancelling within 30 days. With this weapon and a warning that I would take my case with my credit card and my attorney, he excused himself to "speak with a higher level manager" in this complex chain of commands organization, and came back with a "OK, we are willing to ignore the small print clause and process a 100% refund".
Fortunately for me, he had no choice and processed the credit. As a reminder of my "almost sour experience" with this company is getting DAILY marketing e-mails. All of them which I follow the unsubscribe option but keep getting them anyway. Be careful!!! Deceptive marketing practices surely fits into their description. Get things in black and white!!!
We first filed an ac claim with Choice Home Warranty in August 2015. They sent out an appliance repairman. He came to our home several times each time siting a different issue twice adding freon once with a dye in an attempt to find out where it was leaking. He never returned. Yesterday our ac started acting up again so we called and pay our service fee again. They sent an actual HVAC tech who was able to find the problem within 20 minutes! The coil is leaking and is rusted.
So now Choice is denying our claim because 'they don't cover rust'. That would be fine except we purchased our house in the last year with a home inspection that found no issues with the unit inside or out! So now we have this guy pumping freon into it and it's just leaking out.... Hmmm in the attic in Georgia for 2 months I wonder why it's rusted! We will be attempting to appeal the denial but feel the need to to put out HONEST reviews for other consumers! Their website shows 5 star rating yet I cannot seem to leave one! So where did those 5 star reviews come from?