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!
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!!!
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.
NEW JERSEY -- After paying for 2 years I called for a clogged kitchen drain. First thing this Florida plumbing company does, is take your $45, on top of course on the $70. I pay EVERY MONTH, they LOOKED, decided it had to be done through the air vent. We need authorization, but in the meantime already put on the invoice $285.00.
Then after a dispute HWC, decided to go ahead and pay for the air vend cleaning. The idiots were done in 5 min, of course the blockage didn't go anywhere, drain still clogged. Response from the "CUSTOMER SERVICE" is, "You can get a plumber of your choice. We do not cover that." They are a RIPOFF and use subcontractors that are so substandard, they wouldn't be able to stay in business without these con artists giving them work!!! Safe your money!!!
FLORIDA -- I took this coverage sometime in June, I called them my air conditioner, they sent some company. They said something. I had to pay 225.00. It worked only for one week then they said it was some leak then the Choice Home Warranty said the was for some time. How the hell I know it had a leak, I only know it stopped working. Now I called them because I have a leak on sink. They only cover if the leak is under the sink. So really they do nothing for but take your money. Please do not get this Choice Home Warranty. The commercials are great and it sound good. Do not fall for it.