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 -- 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 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.
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?
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.
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.
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!!!
EDISON, NEW JERSEY -- I signed up with Choice Home Warranty to protect my home effective on 10/04/2015 (signed up 09/04/15 I had to wait 30 days for the plan to go into effect). On 10/22/15 I realized it takes a long time to heat up my house so I went and checked my boiler when I realized it's coming out a little steam from the boiler, so I filed a claim with CHW. After 3 weeks they finally send a technician - Wayne J Pisanchyn Plumbing & Heating. He diagnosed the problem that the gasket is starting to tear up and it needed to be changed but he can't change it due to the age of the boiler, so CHW told me the technician told them it's manufacture defect.
The technician went and called again saying it's NOT, so they called me back saying "you are not covered since its pre-existent." They told me this problem goes on for at least 2 years. How could they say so? I also did a boiler winter start up and cleaning on 09/11/2015 and everything was perfect..... I called up the technician asking if it's true, he deny it and told me it's normal wear and tear and this might happened from one minute to the next, and the problem is just about to start... He also send me a letter saying that.