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...
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!!!
EDISON, NEW JERSEY -- I bought a warranty on a house I am selling as a selling point to any prospective buyers. I explained that to the sales representative I spoke to on the phone. He also convinced me to add my current home at a discounted rate. Two weeks after my policies became effective, the heat pump in the empty house stopped cooling. I had a friend check it for a capacitor problem which has been a recurrent problem with this unit. The capacitor was fine as well as the refrigerant. He suggested it could be an expansion valve.
I called Choice Home Warranty and they opened a claim, telling me who to call to set up an appointment. I made an appt for 2 days later since the heating and air company was booked until then. We had an appt for 10 am and he showed up after 4 pm, saying he had car trouble. He did call before 9 am to tell me he would be late but not that late. He was a young man who, unfortunately, didn't know how to connect up his own meters and immediately told me my unit was 'bone dry'. I explained just the day before it was fine. He then said there could be a leak.
He called CHW and wanted to add refrigerant (9 lbs). CHW told him no, he had to do a leak test instead. Obviously, with a full unit, he couldn't find a leak and CHW denied my claim saying it had to be a pre-existing condition for 9 lbs of refrigerant to leak out in 2 weeks. At my own expense, I hired another heating and air company for a 3rd opinion. He said the unit was full and it was probably an expansion valve. I wrote an official appeal to their decision with documents to back up everything I said.
They still denied my claim as being pre-existing, added their policy doesn't cover valves or filters, then said they also do not cover empty houses. At that point, I told her I specifically told the sales representative it was for an empty house that is for sale. They did cancel the policy but I have doubts they would have covered anything anyway. DO NOT USE THIS COMPANY!
ARIZONA -- I got this contract with Choice Home Warranty in Mar 2016. In May 2016 my washer had a code on the face of it. I called CHW to have it repaired. CHW sent out a repairman to fix it. It was fixed for 3 weeks and got the same code on face of the washer. So I called CHW back to have them send out the repairman again so that I could get it repaired once and for all. The repairman said he would have to replace the brain of the unit and would have to get CHW approval to order the part.
Next thing I know CHW called and left a message for me to call them. When I called them back they said they would not fix my washer and were ready to settle this claim and offered $300.00. I was floored. Where can I find a front load washer for $300.00. So over time I decided to accept the $300.00 and then cancel my contract with them. I finally got my $300.00 check after 3 months. I called today to cancel my contract.
I was told that the $300.00 check that I received would be added to the months that has gone by plus the $50.00 cancellation fee and that I would not be receiving any refund of remaining months of this contract. The guy I talked to said "Let's read the contract" that it is spelled out in the contract clearly under section L. Here is what section L says:
"This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50.00 administration fee.
"This contract shall be non-cancelable by us except for: 1) Nonpayment of contract fees, 2) Non-payment of Service Fees, as stated in Section III, 3) Fraud or misrepresentation of facts material by You to the issuance of this contract, 4) Mutual agreement of us and you. If cancelled after 30 days, you shall be entitled to a PRO-RATED REFUND OF THE PAID CONTRACT FEE FOR THE UNEXPIRED TERM, less a $50.00 administration fee. All cancellation requests must be submitted in writing."
Nowhere in this cancellation policy does it say that money I received from them for a replacement item covered under this contract will be added to months expired. This company is a big scam and run far far away from CHOICE HOME WARRANTY, PLEASE.
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.