Choice Home Warranty Customer Service Issues

On 10/15/18, my refrigerator stopped working, and I promptly submitted a claim. A technician visited on 10/17, but didn't follow up. Despite my efforts to reach out, no progress was made, and the warranty company had difficulty reaching the technician too. They reassigned my claim, but as of now, no technician has picked up the job, leaving me without a working refrigerator. They couldn't provide an estimated time for repair, adding to the frustration. I even recommended a reliable company, but they couldn't expedite the process. With a week gone by, my food perished, causing inconvenience and financial loss.

I reached out last week to inform you about our recent experience with your technician, Gerald Lawrence, who visited our home on April 16th to assess our refrigerator not cooling issue. Following his advice to allow for proper air circulation, we refrained from placing items on top or the side of the fridge. Initially, the refrigerator resumed functioning after his visit, but it eventually stopped cooling again. Despite numerous attempts to reach him for further assistance, Mr. Lawrence mentioned a needed thermostat replacement due to car trouble causing delays in his follow-up visits. However, since our last communication with your team, where we were assured he would contact us for an appointment, we have yet to receive any updates. As new members of Choice Home Warranty with a prepaid yearly plan, we expect prompt resolution. The prolonged 15-day delay has left us very dissatisfied. We urgently require the refrigerator to be repaired or replaced and request to escalate this matter to a supervisor for immediate assistance.

I purchased the maximum coverage for two properties at around $[redacted] each. During the service, the technician requested an additional $[redacted] in cash. This incident, the second of its kind, left me dissatisfied by the unprofessional behavior and odor of the service personnel. Prior to the current policy's expiration, I contacted one of your administrators to cancel both home policies and receive a refund. The total cost for both properties was approximately $[redacted] each. Following this, I received a check for about $1,[redacted] a month later. Despite multiple attempts to contact your customer service, I have been unable to address the outstanding refund. My phone number is [redacted]. I have resorted to seeking legal assistance from a reputable attorney in St. Louis to recover the remaining amount owed, seeking compensation for the stress caused by the continuous calls, hang-ups, and the distress this situation has caused me as a retired and disabled individual.

I contacted Choice Home Warranty to report an issue with my hot water tank. Elite Plumbing came out and recommended replacing the unit, but Choice insisted on replacing the valve. Despite escalating the claim multiple times due to lack of hot water, no solution has been provided. I spoke with Dade, who mentioned getting a second opinion but failed to follow up. Numerous calls to Choice have not resolved the situation. I am frustrated with the lack of action and being without hot water for an extended period. The customer service has been inadequate, and I am considering legal action. Choice Home Warranty's handling of my claim and previous experience with my dishwasher has been disappointing, leading me to regret purchasing their warranty. I am dissatisfied and seeking a refund for the warranty.

I have been trying to contact someone all day without success. After waiting on hold for 30-40 minutes three times today, I opted to have someone call me back, but no one did. I submitted a claim as requested, and a technician visited to diagnose the issue. However, when I tried to input the diagnosis on the website, I received an error stating "diagnosis total does not match," despite entering all correct information. I need assistance resolving this as there are no instructions provided, and I am unable to reach anyone for help. This is my first encounter after purchasing the 6-year plan, and I am disappointed with the experience. I urgently need to resolve this issue to proceed with ordering necessary parts from the technician.

I submitted a claim to Choice Home Warranty on July 21, 20, as my AC was no longer cooling. After 48 hours with no contact for an appointment, I followed up. They mentioned that due to COVID-19, no technician had been assigned and escalated my case. At the beginning of August, a technician visited, gathered information, and later asked for more details directed by CHW. When I inquired, the technician threatened to drop my case. Despite CHW's three unsuccessful attempts to reach the technician, the issue persists. On August 9, I requested a supervisor's contact details twice. CHW assured me my case was escalated and that a supervisor would call back. I had to purchase a portable AC unit due to the health risk posed by the heat, a concern I raised to CHW's customer service. I feel frustrated by the lack of progress and attribute the delays to COVID-19. I urge Choice Home Warranty to either repair or replace my AC unit as per the agreement made in April [redacted]. I had honestly disclosed the condition of my AC then, and it was working after a freon recharge before signing up. - Christina H.

I experienced a malfunction with my upstairs A/C unit. My account number is [redacted] and you can reach me at [redacted]. I sent an email to your system last night (08/09/[redacted]) outlining my account details and the issue with my A/C. I have also contacted my contracted maintenance provider who identified the problem as a failed Condenser Blower motor. Living in southeastern Tennessee at 89 years old, the high daily temperatures are affecting me due to the loss of cooling. Malone Heat and Air based in Chattanooga, TN ([redacted]) is my annual maintenance service provider and has conducted the analysis. No estimate has been given for parts and labor. I kindly ask Choice Home Warranty to work together with Malone to promptly resolve this critical cooling problem in my residence. Additionally, I recommended your service to my neighbor, Ronald Cooper, at [redacted] Faulkner St, Hixson, TN.

Approximately five to six weeks ago, I reached out to Choice Home Warranty regarding our malfunctioning washer spin cycle, which emitted a hot metal smell. Upon inspection, it was discovered that the drainage hose was old and stiff, causing it to detach easily. Following this, Sears was dispatched, parts were ordered, and a 3-week wait period was mentioned until March 25. Despite my efforts to obtain updates from Sears and Choice Home Warranty, I was informed that the entire procedure needs to restart with a new provider. As senior citizens with chronic health conditions, frequenting laundromats during the pandemic is unwise and physically taxing. Restarting the process does not resolve the challenge of obtaining the necessary parts, which is unacceptable. The technician who visited also expressed concerns regarding part availability when assessing the appliance.

Hello, I am Harrin Bussi, and I am reaching out regarding a dispute with my contract from Choice Home Warranty. In June [redacted], I purchased a three-year contract with additional coverage, facilitated by salesperson Jesse Lipton. Despite initial hesitation due to not having an in-house crew, Jesse reassured me via email conversations that the policy was beneficial and promised to waive any cancellation fees or deductions as an addendum to the contract. When I needed services months later, issues arose with the coverage during multiple service calls where repairs were either not covered or required significant additional costs. Contractors provided inconsistent information, leading to unnecessary expenses and delays. After contacting an independent electrician who swiftly resolved an issue misdiagnosed by Choice's contractor, and addressing multiple service failures, I requested a refund in line with the arrangements made by Jesse, only to be denied by a manager. Subsequently, I initiated a dispute through Discover Card Services and recently received a refund check from Choice Home Warranty for $[redacted].20, leaving a balance of $[redacted].80 between the total paid contract amount and the refund received. I am seeking the fair reimbursement of this balance. Harrin Bussi.

Subject: Assistance Needed with Choice Home Warranty Claim Dear Mr. Hakim, I am reaching out on behalf of Cameron G. regarding Policy No. [redacted]-[redacted]-[redacted] and Claim No. [redacted]-[redacted]-[redacted] with Choice Home Warranty. Cameron is experiencing issues with the return air flow in his top-level of the house, suspecting a leaking air conditioning duct. Despite his efforts to address the problem, CHW demands further actions, causing frustration and unnecessary expenses. As a volunteer with Call For Action, 7 On Your Side, I aim to facilitate a fair resolution for consumers like Cameron. I kindly request your prompt attention to this matter to ensure the AC system repair is completed to his satisfaction. I appreciate your cooperation in resolving this matter promptly. Sincerely, Robert, Operator #13 Call For Action, 7 On Your Side

I recently had an issue with my refrigerator and made a claim on 8/29/[redacted]. The technician appointed by CHW diagnosed that the thermostat was the problem, and the repair was approved. After the thermostat was changed on the morning of 9/8/[redacted], my refrigerator is still not cooling despite running it for over 12 hours. I have contacted CHW and the technician multiple times via email, but the issue remains unresolved. I am eager to have my Kitchenaid refrigerator in working condition. You can contact me at [redacted]

I'm unsure where to begin with this review, but it's crucial for potential buyers to learn about this company and the challenges it may bring. Here is a brief overview of what you could encounter if you opt to use their services: - TIME WASTED: I've spent approximately 36.5 hours on the phone with Choice Warranty for one appliance request that is still unresolved since November [redacted]. - MONEY: Besides wasting time, the delay has also cost me more money and inconvenience due to not having the appliance functioning. - FRUSTRATION: Dealing with customer service and technicians has been a frustrating cycle. - LIES: Multiple falsehoods regarding service dates, costs, and work to be done. - LACK OF COMMUNICATION: They provide no updates on the progress of repairs or work orders. Their slogan should presumably be "Choice Warranty - Opting for us would not be wise!"

I need the authorization form for my approved claim number [redacted]82. Since my computer is currently not working, I've requested the form to be sent to my wife's email at [redacted], while my email is [redacted] This claim is for the replacement of my hot water heater, crucial due to my medical condition requiring hot water. Please send the authorization form promptly to my wife's email. I've noticed an issue on your website where our emails do not match with the policy number [redacted]07. Kindly update your records and send the form to the correct email address. Thank you.

Dear Marla Ramirez, I am writing to express my deep dissatisfaction with Choice Home Warranty. As a client for over a month now, despite positive references, I have faced issues with my Central Air Unit. After delays in service, the technician highlighted the age and condition of my unit. However, my claim for repair was denied by Case Manager Daiquan Stewart without explanation, leaving us in unbearable living conditions with no cooling. Despite paying our premium, the lack of communication and service is unacceptable. We are in need of assistance and expect the company to fulfill its promise of working for us, the clients. Thank you. Sincerely, Kevin Palmer

I had an electrician come to service my air conditioner, initially saying the motor was the issue, but it turned out to be a simple switch problem. However, my AC is still not cooling, and I suspect there may be an issue with the thermostat. They claimed it was debris, but I regularly clean it. I've been getting the unit serviced annually, so I doubt it's a debris problem. I'd like a different technician to come out and address these issues as I was not satisfied with the previous service. Please send someone else for the same $65 fee. My name is Sharon D. and my address is [redacted] Landmark Lane, Forest Hill, Texas [redacted].

I contacted Choice about my refrigerator/icemaker issue on 07/15/22. Universal LLC was sent by Choice for the repair. The technician identified a frozen line and replaced it, getting the refrigerator working slowly. On 8/6, Universal checked again and stated it was fixed, but it was still slow. After further attempts to fix it, they recommended a 48-hour defrost on 9/23. As an elderly and disabled person, it's challenging to wait for the repairs and continuously call for updates. I rely on Choice and Universal to maintain my appliances. I hope they can resolve this promptly. Thank you, Terry W.

Since July, I've been attempting to get my fridge repaired. The first company visited 5 to 6 times, then another company repeated those visits. On a recent late Friday visit, the technician tapped the fridge's ceiling, suggesting a 48-hour defrost. As a disabled and elderly person without local family assistance, I found this task difficult. Subsequent visits from multiple companies failed to resolve the issue. Last week, a scheduled technician failed to arrive, leading me to contact CHW for assistance. Despite a promised follow-up, the same technician missed the rescheduled appointment. Following a 45-minute hold, the call abruptly disconnected, leaving me frustrated.

I have been struggling to resolve my claim for nearly four months now. The claim was filed on July 6, [redacted]. I have had more than 30 conversations with Choice Warranty. They have sent out five different companies to address my claim. While many parts have been approved, the technicians lack the necessary training to install them correctly, leading to repeated failures and replacement by new companies chosen by Choice. At present, I am unable to get Choice to take action to repair my AC unit. Despite their assurance to contact the current technician, the technician promises to resolve the issue the next day but never arrives. This cycle repeats endlessly every time I contact Choice. All I want is for my unit to be properly fixed.

My compressor stopped working in my [redacted] Whirlpool refrigerator. On Thursday, January 5, a technician came at 11:15 am and diagnosed the issue. However, he didn't submit the paperwork until after 5 pm that day. When I contacted Choice on Friday, January 6, they requested more information from the technician, like the serial number. Despite my attempts to provide the necessary details online, they insisted on hearing from the technician directly. This led to a frustrating four days without a functioning fridge by Saturday. Finally, on Sunday, Choice confirmed they would repair the unit after receiving the required information. When I reached out to Max Appliance for an update, they did not respond. Following this, I escalated the issue with Choice and filed a complaint against Max Appliance. However, as of now, my fridge remains unrepaired.

Regarding claim #[redacted]18 with PWP, Pipe Works Heating and Cooling, their technician visited our home briefly in January [redacted]. We were informed he would return on February 6th, but no one showed up, and we received no communication. After contacting PWP's owner, Michael, I learned their technician was ill, which no one had informed us about. Despite approval for a new "Honeywell Control Panel" from CHW, they declined labor costs for installation, leaving the job unfinished. Michael mentioned we would have to cover the labor expenses. This situation is concerning if CHW won't support their contractor's labor for our system repairs. In an email from Michael on February 8th, he stated we should discuss this with CHW as it's not PWP's responsibility. They are unable to do more on this matter. Contact PWP Heating & Cooling at [redacted] for further assistance. Les C.