Choice home warranty corporate office

I have a major complaint!!!! I paid for a contact with you but you won't pay. Claim number 55343603. Water heater was leaking, the company you recommended called set up an appointment but never showed up. So I called to state I wanted my own company to come out someone I can rely on. I was told that I could get reimbursement so I had them come at and water heater needed to be replaced because of the tank leaking. Well I get informed that that isn't covered by the warranty, just the values and heating elements. What a joke!!! If you are going to cover appliances and it can't be repaired then there is no other choice than to replace the water heater. But to take my money then tell me the replacement isn't covered what a rip off!!!! I will not and would not recommend your company to anyone.. but you probably don't care because you have my money and others money.. What terrible customer service. I can't even cancel my service because it's pass me getting any money back. I have to spend $1700 plus the $600 I gave to you to fix my water heater. Just like any other warranty company you want my money but when I make a claim it's not covered.!!!! I will make sure to tell all my friends to stay away from your company.

A very unsatisfied consumer.

I had a silent leak under my kitchen sink, had to have my kitchen sink gutter out. called choice home warranty to repair leak. Mr Smith came out twice did not find a leak. I have video recordings of the leak. called Stacie, the senior claim specialist on 11-17-16 at 10:00am. Stacie states " nothing can be done because the plummer came out twice. I want to know my options. I pay your company every month for unexpected home issues, and now I'm having trouble getting help.

I've had some bad experiences with CHW and cannot get a supervisor to help me. I'd like to talk to Jose Castillo's boss.
Thank you.

claim #6931 0777 policy#590949507 Reported a natural gas leak at 1:25 pm. on 7/31 2018, HCW never sent a contractor, e-mailed reimbursement options, did that,(gas was locked off by gas co.), followed reimbursement instructions, and never heard from HCW again. So when I contact them is the same old "under review", and " thanks for being a valued customer", and that's it, after almost a month I'm still in the dark. Is Home Choice Warranty really a legitimate company or are they really just one big scam ? Please respond and shed some light.

Re: policy#103766818 I am contacting you for I am truly appalled in how my last claim is being handled. A technician came out on Friday,February 23, 2019 to repair my refrigerator; he stated we'd have to defrost it because of he done so , it would be more and it's not covered by my claim. Defrosted refrigerator by Sunday with my mother calling him every day thereafter; the first answer call from the technician was he'd call her in the morning. Morning never came, because he didn't call her to until I called and reported him. CHW sent a tape message giving an appointment for another technician for Sunday, March 3, 2019 schedule to come out between 11 a.m to 3 p.m. U didn't go to church, sat until 3:15 pm: call the business and received answering machine. Called CHW spoke with claim specialist choice wait until 4 and or setup another appointment. No supervisor available. Red's another recorded message saying technician would be out Wed., March 6,2019. I called CHW again told Wed. The earliest or I could call my own person and if it's covered I would be reimburse. Ask to speak to supervisor after 15 minutes hold, told supervisor would call me back. As of this posting, that's almost 2 hours ago. I have been an on off customer of CHW for years. Never have I experience such service. One of the reason I returned was due to the prompt courtesy of the technician and the claim specialist. I have been with other companies who had poor customer's service or technician weren't good. CHW seem to be declining in your service.

I know you won't address my issue. I guess the humbleness will return when you lose enough customers/ revenue. I was recommending others to your company, not any more.

I need a phone call from someone in this office. I have a major problem with your coverage in my policy. It sure isn" what is advertised to be My phone number is 423-202-3620 I hope you know more than the case mgr. I have worked with. Hope to hear from you soon. Jean Bell

Attn.: Business Management
Mr. Victor Mandalawi, President

Mr. Victor Mandalawi, President

Dear Sirs,

Our first claim after 18 months of having this coverage, was rejected because: “The failure found with the system is due to the veins on the blower wheel becoming damaged or dislodged. From the wheel being out of balance, there has been added strain and stress to the blower motor and blower housing causing catastrophic damage to the system. This type of failure does not constitute a normal wear and tear failure, as it would only happen from the wheel spinning out of balance caused by something hitting the wheel and/or the loss of a manufacturer placed weight.” We don’t know what the rejection of our claim means technically, and it is not clearly defined in terms most homeowners would understand, let alone locate within the legal jargon in your warranty. It is absurd and completely unrealistic to expect homeowners who know little or nothing about heating units, to know that something completely out of our control, would not be covered. This in itself, renders your warranty a fraud, a bait and switch, worthless, a scam perpetrated on folks who who cannot technically process beyond that which was promised and sold as “A home warranty provides repair or replacement of all covered systems and appliances that were in the home and in proper operating condition on the agreement effective date, and that have been properly installed and maintained, no matter their age, make or model.” Peace of mind?

The service provider you sent to repair our unit, said we could not possibly have known anything was wrong until the unit began making noises, at which time we turned the unit off and called you, Choice Home Warranty for service. He also indicated (paraphrasing) that this had to do with the motor and the blower on the unit malfunctioning, indicating that he saw no signs of negligence, and this was most likely due to wear.

We have maintained all of our appliances, including professional cleaning, regular replacement of filters and necessary parts. We had the heating unit, and all of the built in appliances, inspected just over a year ago. We were told by the inspector that the heating unit was in perfect working condition, and until a few days ago, we had no issues. It was recommended by that home inspector, that we should have our air conditioning unit tuned up and cleaned, which we did promptly. We understood that was not covered by your original warranty, and paid for said service without hesitation. We have had no issues since, and have never, until now, needed to use your warranty.

When we did finally renew our warranty, after many email solicitations and constant calls by your salespeople, making promises and “special” deals, along with extended coverages adding 3 months and lowered the cost. We were also, very specifically told, by your sales representatives, that we would be covered for all repairs not caused by negligence, (the salesman actually said “if you take a sledgehammer to it, of course we won’t cover it!”), and if repair is not possible, replacements of equal quality. Perhaps you can find those recorded conversations?

Our original one year warranty with your company ended in October 2019, without the need for your service not once during that period. Yet, again and again, your sales people, on several occasions, insinuated and actually lied to finally get us to purchase this warranty, insisting to both my husband and I, that this warranty would cover all repairs, barring “taking a sledgehammer to it”. We asked many, many questions during the 6 or 7 high pressured sales calls, and continually was told the same information regarding repairs and replacement.

We did not receive the specific warranty information until well after you got both of our credit card payments. In fact, I had to call twice requesting a copy of our invoice, as the emailed copy was not sent as promised, after we made our second and final payment. Because your services were represented and sold to us based on false promises and deceptive practices, I am requesting that you reimburse us the $150.00 we had to pay above the $65.00 fee, as wear and tear is covered by your policy, and stated in the warranty. We also respectfully request that you end this warranty contract and reimburse us with a FULL refund of what we paid to your company based on false promises and deceptive practices. We do not wish this dispute be prolonged, nor do we wish to battle this issue with further actions.

The explanation for rejecting this claim is not acceptable. Based on the technician’s eyes and hands on assessment, the claim should have been clearly accepted. The time and frustration spent on the phone with your conflict resolution associate, sends a very strong message, you work much harder at finding excuses to reject service and claims, rather than giving us any assimilation to the “peace of mind” you sold to us.

Sincerely,
Mark and Loretta Sochor

i am fed up with yall. we have had you people going on two years. We have not had air conditioning every summer same thing. you have sent several people who have told us the same exact thing that the freon line is cracked but you people will not let them have the part to fix it. Now the air conditioner has poured water through my kitchen ceiling. The guy was hear last week he left air worked a couple hours then poured through my ceiling cracking it and now it is coming down. we have called called called you people. they tried to send a plumber again the last one said its not a plumbing problem. my husband is a disabled veteran with a severe tbi i am 100% disabled. everytime you people show up or send the wrong person its 60$ a pop. I am tired and fed up. i need results. if you look back you will see how many times we had to call you for the same thing. If someone can not help from your cooperate i have no problem going to our news people. so know one else wastes their time and money with you. dawn schmidt 1399 scrub oak dr clarksville tn. i can't fix my falling ceiling until you fix my air dawn schmidt

I’m writing you to file a formal complaint in regard to the lack of service I have gotten from Choice Home Warranty for a hot water heater replacement for a unit in my home that broke 13-days ago, I’ve been without hot water since 24 April 2022, Claim # 155034073. I filed my claim with Choice on 24 April. A plumber from Everyday Plumbing was scheduled to come to my house on 26 April, but I received an email from Choice stating the appointment was changed to 27 April between 8:00 to 11:00 AM. The plumber showed up on the 27th at 9:10 AM to diagnose the problem; his diagnosis was the water heater needed to be replaced because there is an accumulation of water in the pan, the water heater I not holding water it is draining out of the tank. I paid the plumber the $85.00 service fee in accordance with my warranty contract with Choice. The plumber told me Choice would order the water heater and send to their supplier’s warehouse and he would pick it up after it’s delivered. I asked how long it would take for the water heater to be delivered, he told me no more than two days.

On the same day after the plumber left my home, 27 April 2022, I received the following email from Choice at 2:48 PM: Congratulations! Your claim #155034073 has been approved for replacement. With this replacement, there will be some non-covered costs you will personally be responsible for. Please note we have negotiated a flat rate for all non-covered costs with our technicians. Non covered items can include modifications needed such as duct, copper, drain, or electric to support your new equipment.

The cost to be paid by you is: $540.00, please click the link below to acknowledge charges. I clicked the link to acknowledge.

13-days after placing a call to your Customer Service, my water heater has not been replaced, I have no hot water in my home. I have called your Customer Service line, Everyday Plumbing, as well as a representative from your company four times Norvette Taylor, with no returned call. I’ve also spoken with two supervisors in your Customer Service department, both stated the hot water heater is in the supplier’s warehouse, the plumber needs to pick it up. I’ve spoken to Everyday Plumbing four times since being told the hot water heater is in the supplier’s warehouse, each time they told me it is not there. It’s been almost two weeks with no action being taken on my hot water heater replacement. The plumber from Everyday Plumbing called to say he had gone to the location Choice Home Warranty representative told him to pick-up the hot water heater from, Ferguson Plumbing Supply, Pinellas Park, FL three days in a row, but the company did not have a hot water heater for me, nor did they have the pick-up number Choice Home Warranty provided. As a matter of fact, the Plumbing Supply location does not have any pickup orders from Choice Home Warranty.

After speaking to your Customer Service rep, as well as one of your supervisors on 5 May, I was told Choice gave the plumber the wrong pick-up number, but issued a new number, the plumber went back to the Plumbing Supply location and there was no water heater under the new pickup number, nor any water heater for a Choice customer.

I pay for a service that I expect Choice to remedy when I need a repair that's covered under my contract, 13-days without hot water is totally unacceptable. I spoke to a supervisor from Choice before writing this letter and was told my hot water heater was in the supplier’s warehouse and he will call the plumber to pick it up today, but again, the same issue, no hot water heater in supplier's warehouse.

I leave on 8 May for an overseas business trip I have no confidence Choice will have provided a hot water heater replacement before I leave or one upon my return. My claim and the manner in which it is being handled by Choice Home Warranty is totally unacceptable and totally unprofessional. In the home warranty business, there are many choices to choose from when contracting for services, CHW will definitely not be my choice!!

This the worst warranty company I have ever dealt with. On May 10th, I called and made a claim I called and stated that our AC wasn't blowing cold air, claim#156829903, and was told that it takes 24 hours for someone (contractor) to get to come, our claim was assigned to Fair Air Heatiing & Cooling Appliances, the time alloted for our service was 11-3pm the following day. Jessy at Fair Air didn't come within the time frame stated by Choice Home Warranty, the only that I did receive was an apology from Rose (a rep there), and she advised that we would need to start a new claim, which would take another 24 hours before a contractor was assigned. Numerous times I asked for a supervisor/manager only to be given a fake number 1-844-237-1745 which is not even Choice Home Warranty I stay in Texas, the heat has been over 100 in our home, and no nothing was done to help appease us, paying customer with (auto draft) May the 12th our claim was reassigned to a different contractor EMS Home Service, which initally we were told it would take another 5 days with temps in the high 90's to come. After stating how unhappy I was, they moved the day to May 16th, only to be told that they don't cover all the components of the AC, and I would need a new unit, valued starting at $9000, this is the craziness, a** backwards company I have ever heard of. This is below humane and insensitive. I will post on every social media I know that CHOICE HOME WARRANTY is a ripe off, and should never be used for basic home needs