EDISON, NEW JERSEY -- Our dryer between 5 & 6 years old stopped heating. Dryer ran perfectly just didn't heat. Dryer was in our master closet had never has a service call on it. Looked like new. We called Choice home warranty 12/25/2017. They sent a man out on 12/27/2017. He came from bowling property maintenance LLC. East Sparta Ohio. He did not know how to get into dryer so looking on my husband phone he started. He literally tore our dryer apart.
My husband was in the room with him when he broke an electrical clip off control panel wire harness. He stated he would take back to shop and fix. Finding he couldn't fix. He took other parts from dryer with him. Then called back and stated he would not be back. He sent a report to choice lying about the condition of our dryer. Stated the screws was missing, parts missing, dryer issue was not normal wear and tear. All lies.
In turn choice called and stated they would not pay to fix. When I looked the company up where the man came from his co. Description was lawn mowing, mulch, leaf removal, mulching, tree pruning, the list goes on. Outdoor things none of which are appliance repair. Choice sent him here... he walked in our home... tore our dryer up. I feel like we been robbed. Choice advertisements sound good but beware. They don't do what the advertisement says. I also don't think they know who or what they are sending into our homes. Beware.
EDISON, NEW JERSEY -- I just moved into a new house in June of 2017 and purchased a home warranty through Choice Home Warranty for peace of mind, even though everything checked out with the home inspection (I had to provide a copy of the report to Choice Home Warranty). At first, I was satisfied with the service; however, I had only had small, minor claims (e.g., broken shower arm, broken garage door opener) up until this month.
My grievance is with a claim for a broken furnace. Given that I know your Choice Home Warranty is very particular about making sure equipment is serviced, I scheduled an appointment with an HVAC company (Horizon Services) to perform a furnace tune-up.
On October 6, 2017, the Horizon technician examined the unit and discovered a crack in the heat exchange. The technician requested a second technician to come immediately to verify the crack. I was told that the Heil furnace, installed in 2000 by the previous homeowner, was now inoperable. I immediately called Choice Home Warranty to make a claim.
On October 10, 2017, their representative contractor, MW Service Company, came to inspect the unit. The technician, Rich, asked if I had paperwork from the company that identified the crack. I provided it to him and he stated, “I'll take their word for it this time because it's a Heil furnace. If they get older than 10 years old, they are junk.” The technician never actually examined the heat exchange.
On October 17, 2017, I received a message stating that I should call Choice Home Warranty regarding my claim. I spoke to a Senior Claims Specialist named Jessica. Verbatim, she stated, “The reason the heat exchanger cracked is poor or improper or incomplete insulation. Wait. That doesn't make sense. Let me check on that.” Jessica intended to put me on hold, but accidentally hung up. I immediately called back and reached Denise who told me she would transfer me to Jessica, but she didn't.
Next, I spoke to another Senior Claims Specialist named Elizabeth. She told me that Jessica was trying to contact the authorization department to check on the status of the claim. Elizabeth told me that “the reason for the crack was that the heat exchanger was not combusting properly due to surface rust” and that per the policy, issues involving rust are not covered. So, you can image my surprise that Choice Home Warranty is refusing to cover the unit due to rust in the heat exchange when your technician never looked at the heat exchange! The “surface rust” excuse is clearly a lie.
When I explained this to Elizabeth, I was told that I could pay to have an additional technician through Choice Home Warranty come out to “re-examine” the furnace and assess for rust. At this point, I asked to speak with a supervisor and was transferred to Greg. He stated that he could have another technician from a different company come out at no cost to determine the cause of the crack.
I decided not to have a second Choice Home Warranty affiliate company come out to examine the unit again. The employees showed the true colors of Choice Home Warranty by providing a fake excuse to get out of paying for an expensive replacement. This is not a company that I can support. I will not provide Choice Home Warranty with any more of my money so that they can go on ripping people off.
I sent a signed letter to Choice Home Warranty to cancel the policy as the contract states that it must be cancelled "in writing," and received an email stating that I had to call them to cancel the policy. So, after waiting on hold for 20 minutes I was told that even though I paid for 3.5 years coverage and only used 5 months of that, I would not be fully refunded for the unused portion... that I would only receive less than half of what I was owed. Choice Home Warranty is a scam and should be ashamed of the service it is providing.
EDISON, NEW JERSEY -- It's a consistent battle to get anything you paid for. I was promised calls back every day for nine days. And every day, when I didn't get one, I called back in. They kept changing the accounts on the claims (first there was an issue the tech didn't know how to fix, then there was no issue at all. I guess the two feet of water in my garage was a mirage I made up because nothing makes me happier than wasting my precious time.) which isn't just lying: it's fraud.
Getting anyone on the line to help is impossible. When I said I wanted to cancel, they put me on hold for FORTY MINUTES. I hung up and called back and got someone right away so I knew it was on purpose to have that person tell me the department that handles that wasn't open and I had to call tomorrow. So you people put me on hold to wait for someone who was never coming? Are you kidding? Level of incompetence, intelligence, and ethics is zero. I will be paying my own way from now on. This is a scam and I am disappointed business like this are allowed to operate.
ORLANDO, FLORIDA -- I live in Orlando, FL. We just bought our home 2 months ago and I called everywhere looking for the right warranty company. My main question to everyone was, "this was a previously owned home, if my AC goes out will this be something covered?" (Very important living in Florida.) Seeing as how I do not know the history of the unit. Choice Home Warranty said ABSOLUTELY, if the unit is in working order and passes your inspection then there will be no problems. (I called a bunch of warranty companies and most of the responses were unknown. They said it would depend on how it was maintained.)
Seeing as how I had no idea how it was maintained since the home was new to me, I even asked Choice, "I have read a lot about warranty companies not covering due to maintenance or wrong pieces installed, I do not know what has been used. Will this be a problem for our coverage?" I even purchased the best warranty plan they had to offer and paid it in full. Not installments.
Our AC went out over this past weekend Saturday. Someone came out Sunday to evaluate the problem. We got a call this morning saying our claim was denied due to improper maintenance. So I call the technician that came out to our home, and he said that in his report he even stated that the coils were clean so he is not sure why they would say improper maintenance. Other than a few leaves around the system which may have been what they saw in the pictures.
I have called and spoke to a few people who just refuse to reconsider our claim. Especially when I was told this would not have been an issue. I am so frustrated and HOT! I do not recommend to anyone. We have 5 kids and we did everything to make sure that our first home would be protected and obviously this is something out of our control. Very disappointed!
EDISON, NEW JERSEY -- Purchased house 8/2017 plan CHW 9/2017. First problem 12/2017, no heat. Tech repaired but too long time to get part as unit is 1998. Commented maintained well to still be running since most units at beach last 10 years. Had routine serviced on my own 12/20/2017. Commented may have problems in future due to a leak but okay for a while. 3/18/2018, no air. CHW sent tech. Again said in good shape for unit of that age. Several problems. Tech stated CHW will find a way not to repair or replace.
CHW refused to pay for repair or replace on 3/20/2018, same day tech sent in report. Called, complained, sent to resolution dept. SAME story about it not being maintained...SO, if one is buying a house, and CHW doesn't inspect the unit in question, HOW can they use the "maintained" excuse. It is not listed as an exclusion in the booklet they send.
HOUSTON TX, TEXAS -- We have continued to have poor experiences with this company. They deny most things, they send out incompetent service people, and their customer service is poor. We have now been waiting for 3 weeks to get our refrigerator fixed. The serviceman no showed, then didn't have the part, then after we waited two weeks to get the part, it turns out he had the wrong part. This is unacceptable and the CHW refuses to do anything to fix the problem.
Then when we had the hot water heater go out and flood the place, we had to get someone out right away. CHW could not come out quickly enough so we had someone come out and fix it and now CHW refuses to pay for it. Save yourself the stress and go with a more reputable company. Their abysmal star rating is deserved. Check out their BBB profile as well. There are a lot of complaints and disputes with this company.
GROVE, OKLAHOMA -- I do NOT recommend Choice Home Warranty. While their prices may be inexpensive, their customer service is horrible. It took six phone calls in one day to get an answer to my refrigerator problem. While it was finally resolved, the problem is a lack of communication between departments, but I wasted almost an entire day on the phone with them. I decided to switch companies and had to get angry with Ryan--a retention employee, who kept trying to get me to give the company another chance. I repeatedly told him NO and said I'd already switched companies. He was rude and arrogant. I don't lose my temper very often, but I lost it with Ryan.
TEMPE, ARIZONA -- I call them to fix my dryer last month, they said it is precondition problem and didn't fix it. Today I call for fixing roof leak. They said they don't cover the tile roof and if the leak is in garage. But they sold me the coverage without asking what type of roof you have. I asked them to cancel my contract and pay back my $420, they will pay me back just $200 and try to convince me to keep my contract but I canceled it. Don't want to deal with this B.S. anymore. Don't waste your money and time with this company.
MESA, ARKANSAS -- I have been a customer for years, I paid 5 years in advance with a discount. Had my pool pump go out and the cost to replace is $606. They offered me $377. They told me when I called in claim that I could use my pool guy to replace. After he went through their tedious process of itemizing cost of parts and labor and told them it was $606, they report back that they will only give $377 for the total job.
They said this is because I'm using my contractor. I told them I was using him because they said I could. Their supervisor/manager took me to a Google page online and said, "See...here is where it says that if you use your person we pay average cost not actual." I told them in AZ the average cost would be different because law requires a two speed motor. They don't care! I told them, "If I would of known you paid this way, I would of not said anything about my pool guy." They don't care! I have referred others to them and paid over $3k to them in premiums over the years. Bottom line, THEY DO NOT CARE!
AUSTIN, TEXAS -- A month after we bought our home the Air Conditioner stopped working. Choice sent a technician who said the unit needed to be replaced and it should be covered under the warranty. Choice, however, decided that the break was "not caused by normal wear and tear". The technician who saw the unit said it was normal wear and tear, but Choice insisted that their expert (who never came to the house, never saw the unit, never spoke to us) said it wasn't.
I was invited to appeal the decision, but was surprised to discover that, if they lost the appeal the terms of their contract said the most they would pay is $1500. It cost us $5300 to replace the AC. Clearly they were just denying the claim to reduce their liability. The technician who came to the house tried to advocate for us, but even though Choice chose him and sent him they would not listen to his conclusion.