Choice Home Warranty Complaint - Choice Home Warranty, Denials, and Terrible Service
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