Choice Home Warranty - Buyer Beware
Home Warranty Service - Complaint
HOUSTON, TEXAS -- I have had Choice Home Warranty for 3 years now. I have been relatively happy until now. Previously, there had been a couple of bumps, but I had felt that they made good on it. Recently, however, I feel they dropped the ball and did so in a BIG, BIG way. It's a longish story, but necessary to understand.
I made my claim and was contacted right away with a service representative I had a hard time contacting the service rep--every time I called, I never got an answer or voice mail. Finally, the representative contacted me and we made an appointment. He then no-showed. Choice Home Warranty called the original "preferred provider" to find out what happened. The "preferred provider" then contacted me. He forgot about our appointment. He wanted to set up another appointment in a few days. I called Choice Home Warranty, the apologzied and gave me the name of new service representative Again, I could not get ahold of the representative The representative finally called me and told me that he would be at my house the next day in the 1-4 pm window. I told the representative I had another appointment, and I could not be there until 2 at the earliest and 2:30 would be more reasonable. The representative just told me that he would call and see if I was there, but my window was 1-4 tomorrow. He would not set up another day or time. He showed up at 3:30.
When the representative showed up, he had no tools. How are you going to fix an appliance (built in microwave) with NO tools? Before he even stepped foot into my kitchen, he offered to turn it in as non-fixable if I wanted. This is point one: What kind of service reps does Choice Home Warranty contract with? These are the people coming into your home! They are not reliable or trustworthy. The service representative was not happy when I stated I wanted it fixed. He then got a screwdriver and a drill. He removed the microwave and began to leave with it. When I questioned it (remember, he has already proved to be "iffy"), he then said, he would need to look at it at the warehouse. I objected. I didn't want wires hanging out of my cabinet for 1-2 weeks, especially with small children, and I didn't trust the guy. I didn't know if I would ever see the microwave again. The service representative threw a fit. Looked at the microwave, said he needed to order parts and would contact me in 5-8 business days to make the repairs.
3 business days later, I received a phone call from Choice Home Warranty saying the representative said that the repairs weren't worth the cost of the microwave. It was going to cost about $200 to repair and the microwave wasn't worth that. Choice Home Warranty offered me a buy-out of $205. While on the phone with Choice Home Warranty, I looked up the cost of my microwave--$969, $899 at Sears (the lowest price). I told them that $205 wasn't acceptable and why. The representative on the phone agreed and said he would pass me on to someone with more authority.
The someone "with more authority" said, basically: Too bad, so sad. That I didn't need to have a stainless steel, built-in microwave with features (what needed repair), I could buy a basic, counter-top microwave that wasn't stainless steel and had no features instead for $200-$300. That's what they are priced wholesale. I'm a consumer; I can't buy wholesale. I kept complaining, so he upped the price to $250 to cover my service fee.
Choice Home Warranty says (straight from their website): "CHW will replace your unit with a similar or like feature model, or even send you a check to buy a new item!" as their advertising pitch. The contract states: "We are responsible for installing replacement equipment of similar features, capacity, and efficiency." $205 is only 10% of what the SIMILAR or LIKE FEATURE or SIMILAR FEATURES, CAPACITY, and EFFICIENCY model would cost. The person "with more authority" claims they don't have to match features, just wattage. Not according to their contract. I don't expect a full replacement fee on a 6 year old microwave for a brand new one, but more than 10%. I would expect at minimum 50% and probably closer to 75%. I do have friends with different companies that get 90-100%! Here is point two: Choice Home Warranty does not honor their agreements. I've tried contacting Choice Home Warranty several times (phone, online form, email), but they won't work with me to solve the problem.
And it was a darn good thing I did not let the guy take my microwave because then I'd really be out of luck.