EDISON, NEW JERSEY -- I put 4 houses under contract with Choice Home warranty, and I am completely dissatisfied with Choice Home warranty.
Some of the specific questions I asked the Choice sales representative were about old plumbing, and old appliances, and was was told that neither would be a problem. this is a lie I was denied a plumbing claim because of old lines.
Choice has no repairmen under contract in Morgan City, so I have had to use their reimbursement system, which you need special authorization for repairs over $100.00, (including the service call fee). They have only one contact no. to handle all problems. The wait is usually ten min. to talk to a service rep, and if they have to transfer you, it will be another 10 min. Also they will not transfer you to a supervisor. Repairmen also have to go through this process, to get authorization for any amount over $100.00.
Most recently I have been denied for a washer that is out of warranty, It took me a about 2 weeks to get a repairman to come out, because the 1st repairman I called said they would look into the matter, and call me back, but never did. When I had a 2nd repairman finally come out, they diagnosed the problem, and gave me an estimate of $680.00 Choice home warranty would not authorize the repair, and the Choice service tech told me they would replace the washer. When I called Choice back to find out about replacing the washer, I was told that the claim was under review, and Choice had contacted a repairman to give a 2nd opinion, that repairman was the 1st I had contacted, who never returned my call. After another week that repairman contacted me, and told me he could not work on my brand of washer.
I immediately called Choice, and was informed that the claim was under review again, because someone had determined that he problem had to be a manufacturers defect, (how this was determined I have no idea). I was so mad, I told the Choice representative We should end this call before I start cussing, and I wanted someone in authority to call me back.
After 15 mins. I was calmed down, and called Choice back. This time I was informed that the claim was already denied, because of the manufacturers defect determination
I have still not talked to a supervisor or figured out who determined the problem was a manufacturers defect.
My experience is that Choice Home Warranty Lied to me at purchase of warranty, and went out of their way to deny 3 of my legitimate claims, (2 are documented here). Also their contact, and claim handling system is terrible. I have not found any way to contact supervisors, review my claims, or dispute denials.
Another problem I had was for a $90.00 reimbursement claim that I sent to the address on claim form as certified mail. The letter was returned to me because no one would sign for it, (according to post office clerk information). I sent the letter again 1st class mail, and finally received my reimbursement about 2 months later. Why won't this company accept certified mail, and why should it take so long to get reimbursement money.
Account # 419209
Claim number: 49060942
GREENWOOD, ARKANSAS -- This company is not really in the business of honoring their contracts. I had purchased a warranty in Sept. 2009, hoping to offer peace of mind to a prospective buyer of our home which we were going to put on the market to sell. Don't ask me what website I had read positive reviews on before purchasing this warranty, because I can't find it now. I have wondered if it might have been made up by the company itself.
We had a buyer for our home and an inspector saw flames coming out of our unit which he thought were too wide and recommended we have the heater checked, thinking it needed an adjustment. We called a repairman the next day rather than use the Home Warranty thinking he would just need to make a minor adjustment. He found we had a bad heat exchanger and said carbon monoxide was coming into our home. I called Choice Home Warranty and they sent out another company the next day. Once again, we were told we had a bad heat exchanger. He called and reported it to CHW. They said they would let us know what they decided to do. I called the next day and they said my claim was denied due us failing to maintain the unit (sound familiar from earlier posts?) and rust and corrosion that the repairman had reported. I asked how there could be rust on our unit when it was inside my house in an enclosed closet?
Long and short, they refused to honor their warranty. We had a new unit installed as we had cold weather coming and the house was being sold. My husband called and finally was able to talk to a manager and my husband told the mngr. we had spoken with both repairmen and both had stated our unit had normal wear and tear and there was not excessive rust, and that we had pictures to prove it. The manager said that how were they to know we did not pay the repairmen $20 to say that and how were they to know it was OUR unit. We could have pictures of another unit. Are these people for real?
We have filed a complaint with the New Jersey BBB and after the moving and holidays, I emailed them and they had closed our case assuming it had been resolved. I emailed back that there had been NO communication and we are not happy with how any of our claim has been handled. I asked them to reopen our case, and am awaiting their response. In the meantime, I am going to call the New Jersey Attorney General, and send them my pictures and the statements from the repairman. Not only did we pay for a Warranty, but we paid for two repair visits and a new heater unit which costs $1962.
I would avoid doing business with this company at all costs. I bought my warranty in good faith and feel they have not been fair in handling our claim.
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.
Do not waste your time and money on Choice Home Warranty Company. I unfortunately made the mistake of not doing my research and now it has caught up to me. I should have known when they called me on my cell phone that their deal was too good to be true. They told me that for only $500 they would cover a convincing amount of thing from my A/C unit, washer and dryer, plumbing even my pool equipment. Little did I know they had a disclaimer to not pay for just about everything especially if the cost would be more than $500.
From a business point I get the concept because enable for them to make any money off of the warranty they provide they have to make sure they don't pay more than what they suckered their customers into paying. So here is my situation that I have had the pleasure of dealing with this company. So I live in Florida so of course the A/C goes out on a nice hot day. So I made my claim online because calling them will take up plenty of your time.
The repair man came and looked at it within two days which hey not bad. After paying my $45 call fee. The repair man found was that the evaporator was leaking and unrepairable. Of course Choice didn't believe him so they told me I had to pay the repair man a $79 leak detection fee because they don't cover that lol. So the repair man was able to isolate the leak and it was leaking from the fins.
After a couple of hours on the phone between the repair man and me we were told that they would contact me because a supervisor had to review the claim before it could be repaired. So I received a call the next day telling me that they wouldn't cover the evaporator because it had rust on it and wasn't normal wear and tear. The evaporator is 30 years old what is it supposed to look like. Plus where it was leaking had no rust and I was actually impressed how it looked for being so old.
So now I have a complaint with many others on Better Business Bureau. As of right now they have a C- rating with BBB. This company should not exist. Do you research because there are a bunch of warranty companies that do cover rust and corrosion. Now I am paying $700 to have my evaporator replaced.
EDISON, NEW JERSEY -- Hello everyone,
THIS IS MY REAL EXPERIENCE. READ BEFORE YOU TAKE SERVICE. I DON'T OTHER TO SUFFER LIKE ME.
I just want share my experience with Choice home Warranty recently. Please find my list of issues with them just in few days.
At the time of enrollment they try to over charged and made multiple transactions, got a call from credit card company and I requested them to decline the transactions. What if you don't get call, you need to go the hassle process
Absolutely I didn't get any information about policy for 20 days, after I made repeated calls then they sent policy number via email and then 2 days after info arrive in mail too. This is an example of how poor their service is.
At the time of enrollment representative promised me that effective date can be current if I show an active policy, I faxed the information but this did not happen. I made 15 calls about this and no use.
With the above all issues I sent the cancellation request in writing and then representative started bargaining to keep me like what about if I only charge half year price for full year an first service call fee. I strongly said please simply cancel. I waited for two weeks for refund. I didn't get the refund. I called today and they finally refunding but they are charging $50 (administrative fee) + $39 ( 1 month fee). Even though I cancelled service in my first 30 days, they had charged all these. Initially they told me that risk free 30 days.
Based on my personal experience I would recommend you stay out of this company. If the customer service is like this even if something happens you can assume what will happen.
***********STAY AWAY FROM CHOICE HOME WARRANTY*************
EDISON, NEW JERSEY -- CHW is a very bad company, I filed a compliant which is in the covered item. The appointment is Fri 9-11 am and technician finally came at 4:30pm after I keep calling him. Then he said the claim department is closed and he needs to collect the service call payment and come back next Monday after got the authorization code or pay him $200 to do the job. He also mentioned I should go with a good warranty company like "Old Republic". I suspected he will never come back at that time. I check again on Monday morning and he said he is talking with CHW, then CHW denied in the after noon. This technician said I can pay him $200 to do the job since CHW is not paying. I was so angry and call CHW to cancel my policy and the representative said I need to mail a written letter to their address. I felt the whole thing is a scam because the following reasons:
When I called to file a claim, the phone representative tried to deny the claim first. I insist the problem and finally they assign a technician.
Not sure if the technician is a scam as well. The appointment is 9-11am and he came at 4:30pm to come to collect easy money of service call fee without doing anything and say different things to me and CHW. Want to ask me to pay $200 and said CHW is not good and should go with other company. Interesting, he is assigned from CHW.
Finally CHW just said they are not going to cover no matter what I say the problem is.
I was mad to call to cancel and the phone representative asked me to send a written letter to the address. No online, email or fax. So I mailed a cancellation letter.
I finally got a response to fax a cancellation form after I specify I am going to cancel on the claim case.
If they only collect the premium and try every possible way to deny the claims. I really don't know why we need this kind of home warranty insurance. Also I think we shouldn't pay the service fee if the technician didn't do anything, otherwise it becomes an easy money for them to collect. They just came to collect the money and always said come back later and never come back.
NEW YORK, NEW YORK -- Simply put, this company will not honor your contract. The company looks for reasons to deny your claim, and will not honor your contract even if the contractor says that the failure is due to normal wear and tear (which is specifically covered under the contract).
One of my claims was denied, not because the part wasn't covered, but because "something didn't seem right in the diagnosis."
Another claim was denied even though they told both me and repair technician that the repair was covered under the warranty, prior to him doing the work. The told me to complete the repairs and submit a receipt for reimbursement. I waited 30 days, and called to find out the status. I was told that the repair was not reimbursed because the part was not covered.
Another claim was denied because the "part wasn't covered". I purchased optional coverage to cover the part at an additional charge. I questioned the denial, and I have yet to receive a response from management.
Another claim was denied because there were some slight mineral deposits on the fixture. It did not matter that the technician told the representative that it was not the cause of failure nor was it part of failure. When I spoke with the company representative, he accused the technician of lying in his diagnosis of "normal wear and tear". (He made this statement about a company that they tried to assign to the job).
To make matters worse, I had to pay out of pocket for all of these expenses, with promises of reimbursement from them.
Bottom Line - THIS COMPANY WILL NOT HONOR YOUR CLAIMS and THEY WILL NOT REIMBURSE YOU EVEN IF THEY SAY THEY WILL.
Please heed my warning!!! I am consulting with an attorney to determine recourse. I have a recorded conversation with Ron from this last round where he asserted that the contractor was lying. Does anyone know how to start up a class action lawsuit?