EDISON, NEW JERSEY -- I recently had a leak in one of the cold water pipes running across the ceiling in my main bathroom. Called Choice Home Warranty and 24 hours later I was contacted by a service man. He removed a 2' X 2' section of sheetrock (soggy through and through), located the pinhole leak in the copper tubing, cut out a section and used a "shark" connector to connect the two pieces. Problem fixed.
The next day, I received a call from Choice Home Warranty telling me the leak was not covered as it was behind an obstructed ceiling (i.e. sheetrock). Their warranty says, "Note: HWA will provide access to plumbing systems through unobstructed walls, ceilings or floors, only and will return the access opening to rough finish condition."
I read them the warranty and asked how this wasn't covered. The first person I talked to said they don't cover obstructed walls or ceilings. I stated that the ceiling was not obstructed, the pipe was behind sheetrock. An obstructed wall would be like, for example, a bookcase in front of the sheetrock, and that in excess of 99% of all plumbing is behind sheetrock in any home. She said there would have to be a hole there first for it to be covered. Obviously, I was incredulous about that answer. I then asked her why they would cover the repair to the sheetrock 'access' opening to a rough finish condition if it was already open? She didn't have an answer for that.
I then asked for a supervisor and was connected to "Arkim" (first name only). He basically repeated what the first woman had said and that I "wasn't reading the warranty correct(ly)." I then asked to speak to his supervisor and his response was, "There is no one above me you can talk with." I would WARN anyone interested in using Choice Home Warranty about this experience. The warranty says what it says, not what the Choice employees (in their infinite wisdom) choose to interpret it saying an "unobstructed wall" is NOT the same thing as an "unobstructed water pipe."
EDISON, NEW JERSEY -- I went online to put in a claim because my air conditioner was not working properly. A repairman came out and did not know how to fix the problem. After he left, 6 hours later he calls me back claiming that a wrong part was in my unit. He came the next day and installed a part but after he installed it the air conditioner failed to supply any cool air to my house. I called Choice and complained that I didn't think the person they sent to repair my unit knew what he was doing. They said they would send him out to fix the problem.
I requested another person come to help me but they said another person would not be able to get there for a few extra days and they said the previous repairman's work was guaranteed. When the repairman came back out, he told me there was nothing he could do to fix the problem and instructed me that Choice would contact me.
At that point, I called them and had extremely long hold times contacting the service department. When I finally got the 1st person they switched me to a supervisor and I waited over an hour for the supervisor to answer the call. This person told me that the problem was MY fault and if I wanted my unit fixed I would have to get the work done at my expense by a company I had to find.
I have called around and had 3 companies come out tell me that I now need a new air conditioner. I was quoted a price of $5200 for the cost of a new unit and installation. I checked my claim online and Choice had closed the claim. I reopened the claim and now they want me to pay another fee to have another repairman come out. This is not a good company to use and they do not get the air conditioner fixed. With the money you waste with them you could call a repairman and pay for quality work yourself. Do not use Choice. You are wasting your money and your time. They do everything to keep from giving you the service you deserve.
EDISON, NEW JERSEY -- I purchased a 5 year home warranty from Choice Home Warranty (CHW) last November. One of my units failed a week ago. They sent out the service provider (SP) who said the fan motor and compressor need replacing. After I contacted SP, I was told CHW would only cover the $200 for the fan motor and because the fan motor failing caused the compressor to fail they wouldn't replace the $800 compressor.
I have not been contacted by CHW. Their hold times are over 4 hours. The sales staff pick up the phone on the first ring. The new claims reps will answer, but don't have access to any info. I have been without AC for a week in 95F temp and without any help from CHW.
The only mention in the warranty regarding the compressor is that there may be an additional disposal fee from the SP. No mention of cause and effect other than misuse or poor maintenance by the owner. The broken unit is 10 years old and has been serviced regularly. It is very likely the compressor was nearing the end of its useful life and only required minimal stress to finally fail. I purchased the CHW warranty for the AC unit that failed because I knew the unit was old and could fail.
CHW claims the coverage of the compressor is not covered according to excerpt from clause F-19 in the contract: "You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages." According to a claim representative I finally was able to talk to, says the compressor is a "secondary event" and is therefore not covered.
CHW hides behind vague statements in their contract. They will find any way possible not to pay for claims. I've had other warranties from competitors (2-10) and never had these issues. While they were more expensive, they paid for claims. Ultimately, you get what you pay for.
WINSTON SALEM, NORTH CAROLINA -- So like the many others I see listed in the reviews here, I too have had a terrible experience with Choice Home Warranty. I have had 3 claims denied out of 3 claims filed in the 9 months I've had my house. Previous owner had the warranty and transferred to me as part of my home purchase, wish they hadn't so my realtor could have gotten me with someone worthwhile.
Discovered claim history that 5 claims had been filed for AC leak issues since 4/2015 and the service techs they sent babied the system along. Well my claim in 6/2016 had a tech they assigned who wouldn't take calls from me to schedule an appt., so after 9 days of my claim submittal and 2 subsequent requests for a new tech who would show (both denied cause they couldn't find anybody in Winston Salem, NC area) their guy showed. After 35 minutes the guy packed up and left saying my system was low and CHW denied repair until I had a leak test done at my expense.
Their guy said he wouldn't come back for another 8-10 days, so I went to find my own tech. 2 large reputable HVAC area companies refused to do work associated to CHW, I found a 3rd on personal referral and he only agreed to work with me directly as CHW hadn't paid him as a contractor since 1/2016 and he was having to file lawsuits against all the customers he serviced that CHW hadn't paid him for over the last 6 months. He completed my leak test, found my evaporator coils failed due to wear and tear. Also he found the other tech bypassed the safety fuses on my contactor on the outdoor unit and it was burnt out and needed replacement too.
CHW denied my repair on the basis the copper coil had rust on it... Like all the other reviewers, I had my HVAC guy and 2 other HVAC guys tell me that was expected on a 10+ year old coil. I paid the $1,700 to fix my system out of pocket and after I continued to question CHW, they agreed to pay up to $110 for the contactor IF I could get my HVAC guy to provide me receipts and a detailed invoice for the part and labor of the contactor. I've yet to see that payment...
NEW CASTE, DELAWARE -- I was listening to the contractor talk with a claims rep, he was trying to find some reason, any reason to deny the claim. The water tank was leaking from the bottom and the contractor couldn't really tell without pulling the heater up. The representative simply said, "tell him you can't do the work and will call him later."
I grabbed the vendor's phone and said "Why are you denying my claim and you're still not sure whats going on with it?" He told me to hold on and never came back online, the vendor was so embarrassed and admitted that they deny all water heater claims and was in search for a more reputable company to work for. I'm going back to AHS, at least they will always give you money towards fixing your issue if they don't totally cover it. This company sucks!!!
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?
OHIO -- After waiting 3 days for a technician to look at my A/C unit he completed a report indicating what needed to be done and that "I checked the compressor and it was good..." To return next business day. On third day after unable to contact the technician or the company I contacted Choice Home Warranty and was advised that technician would be there between 2 and 5 today. Later CHW called to say my claim was rejected, compressor was shot due to my lack of maintenance. A reconsideration of this determination takes another 48 hours. It has been 6 days w/o A/C due to CHW and their inept contractors trying to get out of living up to their contract.
LOUISIANA -- I switched to Choice Home warranty a few months ago and had to call technicians out on two different occasions. First occasion was for my interior AC unit leaking. It was determined that I had a clogged duct but the technician disconnected most of the ducts and didn't connect them back. Second occasion I called them for my exterior unit making a terrible noise and blowing hot air. It took over 24 hours for a technician to be assigned. After the technician was assigned they would not answer the phone or return my phone call for over another 24hrs. I then called the home warranty company again and they assigned a different technician to come out.
Once that technician was a no-show for another 24 hours I called once again and got confirmation that the new technician would be out the following day. Well he showed only to say the coils on my unit which I have serviced twice a year had dirty coils. I paid the technician extra to clean the coils and change a condenser. The very same night that the work was done the fan motor went out. I called the technician and company back only to be told they were not going to pay for the fan motor bc the unit was "dirty". I withdrew my contact with this company and don't suggest ANYONE ever do business with them.
CHICAGO, ILLINOIS -- We purchased this Choice Home Warranty and told we would get the first month free. They lie. We had to waited 30 days before we used it. After 30 days we called and we kept getting a voice messages stating that they had a high volume of a calls and use the internet to place a claim. Each time we call we got the same message. At 1130 pm we call. After about 20 minutes a person answer (we timed it) and we placed the claim for a plumber.
Well it was downhill after that. We was told we would get an email of the contractor and phone. LIE! It never happen. 5 days later we called early that morning and was told, "We was not able to find a plumber in Chicago." What! We finally got an email 3 days later and call the plumber. He was schedule to come but was hours late. Called, want to come at 8pm. What? He came the next day to out service fee and took picture saying he had to submit another with CHW and would get back.
We called to cancel this warranty. We had to go thru our credit card company because they did not answer. They charged us $50 for administrative fee which was a ripoff plus the month which was supposed to be free. Please do not buy. Tell your family, friends, whoever. Do not buy from this company. Deal with them is describable. They Sucks! They are scammer!
EDISON, NEW JERSEY -- This is a totally dishonest business. No clear rules how claims are handle and contract is not such but mostly guidelines for the company to use as please. Cancel your contract if you have one. Choice refused to pay a claim for me based on interpretation on the contract language. This happened three times with two different appliances. As much as they state their goal is not to refuse coverage my experience (which is not unique based on other comments) points in a different direction.
Not even going to start about the customer service. Simply bad and sometimes escalating to rude like the person who took care of canceling my contract. Choice writes their contracts well. It allows them to collect premiums without ever having to cover a claim if they simple wish not to cover it. If they do, customers have no recourse whatsoever.