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.
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!
The worst customer service I have ever dealt with. If it is a small claim, all is well. I had 3 different technicians come out over my A/C and it never worked. I had them come out again and they gave me the excuse that it was not covered because of a grounding issue. The tech was in my living room when I called and he said that was not what I submitted and went and resubmitted. The Tech said it was normal wear and tear... Choice said they would review it... Never called me back and I called them... Still same outcome.
I cancelled my service with them and the man on the phone said why you still have a month and a half left and won't get a reimbursement? (His name was Russ.) Very combative. Not good at working with a frustrated customer. I said I would rather lose that time and money than do business with someone that has "Lost my trust" through dishonesty. Beware... People need a home warranty when the big stuff happens not the little stuff. I played by the rules, they did not. An unhappy customer.
MISSISSIPPI -- I joined this company warranty for home appliances in Nov. 2016. I paid for services in full for 1 year. I have requested service for refrigerator 4 times and never got any service. Each time I request they had a reason why no one contacted me or even acknowledge my request. First was the fixtures. I required extra pay along with contract which when I signed the contract and paid in full wasn't told that certain parts of refrigerator was not covered without extra pay. I knew there was a service charge for each visit. After I contact someone for my inconvenient they added that in. Free they said.
They told me to send request in again so I did bout 4 weeks after 1st with no service. I waited again for approximately 2 more weeks. Still no one contacted me so I call back and spoke with a Kiesha there. She promised again that someone would contact next day and they would waive service fee due to all the issues. Well that was second week of January. As of this week no call.
So I called them to get a refund and cancel my contract. They then tell me I can only get half of my money which they have not provided any service to me. That they keep half due to I am cancel my service contract. What service? I work hard for my money for them to just take it like that. I am a Registered Nurse and don't appreciate been taken. The Better Business Bureau should close them and make them return the people money that they are scamming.
EDISON, NEW JERSEY -- Motherboard went out on GE Advantium oven (unit costs about $1,000.00) and appliance was not covered as advertised. When tech from their contractor examined unit and found out what the problem was, his comment was it wasn't worth it to fix because of the cost (maybe $600.00 or so), and it should be replaced. Choice Home Warranty's offer was to us pay $150.00. What a load of crap, AND add a bill of $45.00 to find out their so generous off of $150.00. I have since told them to fix it (another $101.50 charge), and we are cancelling the policy, and going with another company, which doesn't have such a dumb ass policy.
Scam artists. I have an agreement with Choice Home Warranty to service my appliances as needed. When my microwave broke, Choice sent a technician to repair it. The technician said the control board had shorted out which made the magnetron burn out. He said there was no way to repair the damage and I would need a new microwave. Choice's policy is to replace covered appliances if they cannot be repaired. However, Choice told me that the problems with my microwave were "preexisting" so they would not honor their agreement.
When I told them the technician never said the problem were "preexisting," Choice representatives said their in-house technicians determined the problem was "preexisting." I could not believe Choice would lie about the problem with my microwave when the technician was emphatic that the problem was not "preexisting." Choice then offered me $100 toward a new microwave. Of course I refused. There is no way I want to maintain a relationship with such an unethical company.
Since I was a new customer and had only paid for two months, I asked for a refund of my payment ($33.75 per month). I told the representatives I did not want to have anything to do with them and just wanted my money returned to me. Instead, they refused to reimburse me and cancelled my contract. This was a learning experience for me. Beware of Choice!
ILLINOIS -- As a new service provider for Choice Home Warranty, my experience is they try to gather information about service calls to deny claims as soon as possible. When it comes to air conditioning and leaks, they won't approve leak searches (Not covered in contract), homeowner is responsible. Then they won't approve repairs or replacement of equipment due to the equipment was not maintained. The leaks were just due to age of equipment and normal use. When dealing with furnace heating problems, they only cover minor parts. No gas valves, heat exchangers. The denials are of course blanket statement, "Due to lack of maintenance". This is not the case, parts just wear out.
They make service providers jump through hoops for them to get any reason to deny claims. And all the time spent doing this the service provider is not getting paid. They say it gives service providers the opportunity to get additional work from the customers. The customers just want to kick you out because they are so upset they just got screwed by Choice Home Warranty. The customers will never want you back at their homes even though you are a great service company. Choice Home Warranty gives a bad taste in consumers mouths for other warranty companies as well as legitimate service contractors.