Choice Home Warranty

We called a month and a half ago to get our 20 yr old fridge fixed to no avail.We were told by the first repair person it can't be fixed needs replaced.CHW refuses to replace it and orders another tech, but they never showed up. Now they want to send someone else.

We have suffered mental and emotional distress over this as well as $$$ and copious amounts of time on the phone to get a resolution which has taken time away from our jobs. All this time having to live out of coolers, daily trips to the store for provisions or buy ice. Customer service has been rude. No compassion or understanding, just scripted responses.

You have to fight to talk to a manager to which we are always told there isn't one available. Feels like they just jerk you around until you give up. Well CONGRATULATIONS CHW you win.

We give up. We will be terminating our contract and will be taking steps of reporting this experience to all review platforms and the BBB.

I recently opened a claim for my AC unit and Choice sent a technician to my home that insisted that I pay him $200 to add refrigerant. After going back and forth with him insisting that I only have to pay the $85 service fee, I caved and paid so that my AC worked.

I have called and emailed Choice for the past week and they will not call back.

I have been paying the monthly fee of almost $50 for over two years and feel like I'm being scammed and ripped off. Would not recommend the unprofessional shoddy behavior.

Scam to pay monthly only for them to pay for half the coverage and no explanation why. This company covers absolutely nothing after they try to convince you that you are safe with them

So I called you to see if you could contact them and have them call me. I left my number for a call back.

When I got the call and answered there wa only music playing and after about 2 min the call ended.

Im not expecting special treatment but its really hot and were elderly. Id just like to know my claim status.

Claim # (256508***) *23-580-****

Mesa, AZ, 6Sep2024 our a/c went out. Internal temp 93F.

Repair visit set for 9 days away. Canceled appt. Spoke to Kendra who wished me a blessed day (twice), but the next appt was still set at 4 days out. When repairman came he said it was normal wear and tear / had to replace motor.

Told us no one wants to take Choice work orders because they often don't get paid and most of the requests are denied. 20 phone calls to Choice and repair vendors. Call center was very hard to understand and of no help. 10Sep denied due to 'lack of maintenance'.

Since 2016 my husband has annually cleaned coils; replaces filters monthly; replaced gas valve, gas line, circuit board, capacitors, fan motor on condenser, blower motor on furnace, and thermostat. Choice did not ask us about previous maintenance, but we could appeal the decision.

Canceled contract and husband repaired for less than $120.00. These are the worst kind of scammers who target and rip off consumers who might need expense repairs they can't afford otherwise.

What is wrong with you people I just went through this I started a claim then I was hung up on I was lucky to get a claim number that was it

On 25 Aug 2024 my Air Conditioner stopped working. I filed a claim with Choice Home Warranty on 26 Aug 2024.

The vendor came to my house on 30 Aug 2024 and determined that the compressor stopped working. When the vendor submitted the paperwork explaining the problem and cost, the claim was denied because the pictures that the vendor sent was determined by Choice Home Warranty that it was an electrical surge and does not fall under normal wear and tear. I called Choice Home Warranty and explained that the vendor didn't say it was due to an electrical surge, when asked what caused it and the vendor was stating possibilities not anything for certain so it still should fall under wear and tear. I told them they can contact vendor for verification.

The claim stated power surge, electrical storm, etc. Etc is a variety of unknown reasons for the compressor failure. When I appealed the claim decision, I was given a case manager. When she called she explained that it was a electrical surge.

I explained to her what the vendor said and she still said that it was a electrical surge. I asked her to contact the vendor and she rudely said that she is not contacting the vendor because of her determination. Why would you not contact the vendor for clarification. The vendor contacted them on September 10, 2024 and explained himself to them to clarify that the compressor does fall under wear because there is no determination as to why it stopped working.

I pay for their service but when it comes time to pay a claim they find reasons not to do what they advertise. Now I am sitting here since 25 Aug 2024 without my AC because Choice won't cover the claim. Repairs are over $3k. The vendor is the expert so how can they go against what he tells them.

This is ridiculous to make it so hard to fulfill a claim. My AC has been here since I bought this house in 2014.

Your policy says normal wear and tear. Normal wear and tear is the issue because the compressor is over 10 yrs old and normal wear and tear caused the component to burn out. What was told to me on the phone by your case manager is that even though wear and tear caused the problem the fact that the terminals was burned is the reason the claim is denied.

Listen to the recording. Her name is Yuselin, M. So where in your policy does it say that even if wear and tear is the reason for the compressor failure, you cannot approve the claim because the terminals were burned. I read the whole policy and did not see that.

Normal wear and tear is the reason but because the failure caused the terminals to burn, you cannot process the claim. So which is it? How come customers cannot have the same policy given to us that you have that states everything instead of the generic policy you have on the site that states just the basics. I guess we just have to go with whatever you say right?

Yes, excessive wear and tear can cause an HVAC compressor to overheat and burn out.

Other causes of compressor burnout include but not limited to:

Lack of maintenance

Not changing air filters or cleaning the condenser or evaporator coils can cause excessive stress on the compressor.

Electrical problems

Voltage unbalance, current unbalance, phase loss, and too high or too low voltages can cause compressor failure.

Mechanical issues

Blown-out parts or components that have stopped working can cause overheating.

Poor ventilation

Lack of external cooling can cause compressor overheating.

When a compressor's electrical terminal pin is damaged, it can separate from the compressor terminal and cause terminal venting. This can release pressurized oil, refrigerant, and debris, which can be ignited by electrical arcing or other ignition sources.

The flames can cause serious burns or death.

Some signs of a bad AC compressor include:

Clicking or chattering

Rumbling and rattling

Restricted airflow

Warm air flow

Refrigerant leak

Tripping circuit breaker

Unit vibrates when starting

Air conditioner won't turn on

Have to go the legal route. Good thing I have one on retainer

Never called me back after at least 20 call ins for waiting service you continue to cancel appts and reschedule without my knowledge. First call in for service 5/21/24

I HAVE BEEN WAITING SINCE 7/22 FOR MY OVER TO GET FIXED. I CALL THE CO.

AND THEY SAY LEAVE A NUMBER AND THEY WILL GET BACK TO ME. I HAVE DONE THIS SEVERAL TIMES. THE FIRST TIME THE GUY CAME OUT WAS EARLY AUGUST AND HE SAID HE NEEDED TO ORDER A PART. WELL I HAVE BEEN WAITING.

THEY HAD GIVEN ME DATES WHEN HE WOULD BE COMING AND IT WAS A NO SHOW. I AM ANGRY.

Lied to about a return call. Treat customers as if there time does not matter.

Totally Disregard the terrible service companies they hire to provide services.

They have robots answering there phones so no one to talk to you.Talk and listen to your customers.

After all who is paying for this service? People!

I have tried several times to speak to someone regarding cancelling my plan. The automatic system will not let me speak to anyone.

I am very upset and I will be contacting the better business bureau. I will never recommend this company to anyone.

I was out of air-conditioning in July. You waited so long to fix ac which could not be repaired because technician could not find parts for the 20 year old unit.

I had to put a new heating and air conditioning system in. You never intended to put a new unit in you wanted to fix a 20 year-old unit which could not be fixed so you waited long enough so I would do something false advertising and I intend to call the Better Business Bureau if you do not, help me on the new heating and air conditioning system

We are in our 3d week since we filed our A/C claim. We have gotten SUCH A RUN AROUND as to why we dont have our equipment for replacement.

Every one in the Resolution dept agrees its ridiculous however, nothing gets done.

Today I was given Sears Service ph # who is to pick up the equipment n install it. I called the # CHW gave me for sears.

Johnathon, whom I spoke to, advised they DO NOT install A/C units but only repairs them dont know where to go from here. I emailed the CHW, CEO but have not heard back from him.

No one knows what each other is doing..

Getting ready to go ballistic.

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Choice has denied claims under their wear and tear policy which leaves a broad spectrum for what classifies as wear and tear. This company is a scam and we are seeking legal assistance for this issue.

Choice does not care about their customers as during the appeal process they allow 15min increments to discuss your case. Literally 15mins anything over that requires an additional appointment to be scheduled.

I have been calling to customer support to review my choice home warranty, this has been going for last 4 days. I am leaving my phone number for a call back, however not received any response from CHW. Tried both the numbers available with no success