Choice Home Warranty
Reviews and Complaints

June of 2022 contacted Choice to request assistance to above listed item due to system not cooling. T-N-T Air Conditioning, LLC was sent out. Diagnosed unit as having a leak in the evaporator coil. I was informed by Choice that item was not covered due to it being under warranty, therefore, I paid the vendor $1, 128.96 for labor and refrigerant. November 2022 a claimed was filed with choice due to the same unit not heating. Another vendor was sent. Technician stated that the evaporator coil that was replaced in June was leaking and needed to be replaced. (Vendor-Prattville Heating and Air) Was informed this morning by Choice Case Manager Jean that this claimed was denied as per my policy.

While I am aware that the unit warranty caused the denial, I am requesting special consideration due to the Vendors are selected and approved by Choice and rely on their expertise to complete work properly. I was hoping to contact Choice and have them informed me that they would follow up with both vendors to confirmed appropriateness of completed work.

I am a widowed 74-year-old cancer patient currently taking chemotherapy. I am trying desperately not to CONTRACT COVID, PNEUMONIA OR ANY OTHER RESPERATORY CONDITION. My home has been without heat since November 20th. This has caused me to have to leave my home 2-3 nights so I would not be in a cold drafty home.

If my case could be re-considered on an individual basis, I would be grateful. I am not in a position to pay another. $1, 128.96 to for the same repair within a 6-month time span. I have been a loyal customer for several years and as stated earlier, I depended on Choice to refer reputable vendors that stand behind their work.

Paid technician $85 to come and look at water heater to determine what I already knew needed to be replaced was manufactured 1989

Now choice home warranty is saying need to pay an additional $220 for modifications to water lines. The water lines are stiff copper pipes and all technician will do is cut lines off heater and most likely use pec tubing or some other flexible tubing and remove hard piped gas line and install a flex line also. All of the disconnects have to be performed to replace heater and by using flex lines instead f hard pipe reduces installation time. I asked manager for Choice what are they paying for the installation and was refused that answer. I want to know what is being paid since I have to come out of pocket $305 ! I know how to replace water heaters I have done plumbing work for over 40 years starting in 1980 with my dad’s company and at one time had a journeyman’s license, but at this time could not perform install due to recent back surgery

Since October 2022 I have experienced trouble with my washer which is covered with Choice Home warranty. On October 27, they sent a tech who worked on the washer for 45 minutes, but after a few times it went back to not completing it's full cycles. I sent in another claim and another tech came and worked on the unit for another 45 minutes, but after a few washings, the same problem. Since our washer isn't working we are being quite inconvienced. So since November 20, I have been trying to reach Choice and offer a solution, I will pay half for a new washer. This is still my offer, but it would help if they would get back with me.

on 11/10 I filed a claim against my home warranty stating my oven and part of my burner was not working. I called twice and never heard anything about an appointment. Finally I got notice from A&E they would be sending someone out to look at it on Monday 11/14. The window was an 8 hour window which we had to stay home from work. They came mid afternoon. The person came in looked at the stove went out to make a call and came back and said all that was left for him was that he collect his $85 fee. When asked what was happening he said it couldn't be fixed because they can't get the parts and we would hear from Choice Home Warranty in a few days. On Wednesday I called and Choice HOme Warranty said they never heard from a&E. We called A&E and they said they sent in the report the same day they came to our house on 11/14. I called again on 11/15 and was told the same thing by Choice Home Warranty and they couldn't do anything until they received the information from A&E. I told them that A&E was their vendor and they said they sent it in on 11/14 and it was up to them to get the information. They said they couldn't do anything until then. On 11/16 I went to write to BBB and saw to either call them or write them first. I did just that and left a message and also wrote an email. It is now 11/20 and Thanksgiving is coming on Thursday and I have a group of company coming for the holiday with no stove to cook dinner. I have tried everything to no avail and find this a scam company that has not at this time ever contacted me nor tried to assist in this home warranty problem. None of my comunications have been responded to and when calling back the original home warranty service department or sales they keep transferring me back and forth with no help.

I have been paying for Choice Home Warranty (CHW) for 5 years. On November 10th my AC/Heating system stopped working. We Put in a claim to CHW. Temperatures at night were down to the upper 20s. After 4 days they said they could not find a company to inspect the system so I could find my own repair company. The very reliable company I chose diagnosed over $3500 of repairs on our 11-year-old system. We sent in all work orders to CHW but they wanted to know why the components failed and dragged their feet on authorizing a replacement system. After 8 days of no heat, we put in a brand-new system. CHW refuses to reimburse us the $3000 they said they would if we needed a new system. They say we did this without their authorization. They are crooks and will do whatever it takes to not pay out money on large repairs. I have canceled my contract but I advise anyone that has a warranty with them to start their own protection account as CHW will do everything they can to not reimburse you.

Sandpiper Heating & Air Conditioning, LLC

www.sandpiperhvac.com

944 Carter Dr.

Calabash, NC, 28467

[protected]

[protected]@atmc.net

WORK ORDER REPORT

Customer #38482

Display name Cohen, Gary

Customer Type Residential

Custom Id 38482

Company name

Pricing Tier Tier 2

Description

Billing : 634 West Chatman Drive Northwest, Calabash, NC 28467, United

States

Address Type Billing

Street address 634 West Chatman Drive Northwest

Apt/Suite

City, State ZIP Calabash, NC 28467, United States

Description

Contact Phone Type

Gary Cohen [protected] –Not Set–

Gary Cohen

Contact Type –Not Set–

First name Gary

Last name Cohen

Phone [protected]

Mobile phone

Wireless Provider –Not Set–

Email address [protected]@atmc.net

Service Request #51228

Summary Estimate for new system

Date Requested 11/15/2022

Description

Created 11/15/2022 11:14 AM

Customer Cohen, Gary

Work Order #51228-1

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Rs Form

100001

Description Estimate for new system

Field Worker Adam C

Status Complete - Quoted

Start 11/16/2022 08:00 AM

End 11/16/2022 12:00 PM

Invoicing Memo Upon inspection of the existing HVAC system, found several issues with it.

A low voltage short in the thermostat wire harness has shorted Transformer, zone

board and one thermostat as they are all connected.

Evaporator coil has evidence of heavy corrosion and refrigerant oil.

Repair estimate:

Transformer: $128.00

Labor: $40.00

Zone board: $782.00

Labor:$200

Thermostat: $308.00

Labor: $60

Evaporator coil part with valve: $984.00

Labor: $550

Vacuum, nitrogen and refrigerant $500.00

Plus NC tax

Do not recommend these repairs as unit is 11 years old and subsequent and

expensive repairs will need to be made over the next year or two to other aging

components, primarily the compressor.

Most cost effective option with minimal repair and full warranty would be to replace

system at this time.

Service Items

TOTAL*: $0.00

* Not including taxes

Service Forms

Estimate Split -

Daikin

Date 11/16/2022

Customer Full Name Gary Cohen

Option 1: (GOOD) 14

SEER (DZ14SA)

NO STOCK

DISCONTINUED

Option 3: (PREMIER)

16-18 SEER

Modulating (Fit

DZ17VSA)

Install New Daikin 16 SEER 4 Ton Air Handler and Heat Pump

Standard Warranty Includes 12 Years Parts / 1 Year Labor

Option 4: (Premier) 20

SEER Modulating

(DZ20VC)

Extended Warranty

Options

Not included.

Within year a 12 year labor warranty can be purchased for $925.00

Zoning Options *All Zoning whether Honeywell or EWC carries a 5 year part, 1 year labor

warranty*

How many zones?:

What sizes for auto and bypass?:

Duct Work Options

Upgrades Options

Rebates / Discounts $1250.00 mfg rebate

$250 from Sandpiper

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Rs Form

100001

Additional Installation

Notes

AH location:

AH orientation:

Supply and Return Duct material type:

Current Heater size:

Wire size to AH:

Wire Size to HP:

Anything else?:

*Fill out material list on separate form*

What's Included New outdoor condenser pad, programmable digital thermostat, refrigerant

line flush, air handler drain pan, float switch protection, electrical hook up,

removal of existing equipment, clean up and all permit fees.

Option 1: Price

Option 2: Price

Option 3: Price Standard or Extended Warranty chosen?: not included

Will customer be on site?: yes

Type of Payment (Check, Credit card, or Financing):financing

Additional Options or upgrades: none

All Discounts applied: $1500

Final Price if financed: $13950.00

Option 4: Price

Signature : _________________________________________________________

Electronic Signature

Technician Adam C at [protected]

Heat Pump Picture

(exact picture may

vary)

DAIKIN HP.png

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Rs Form

100001

Air Handler Picture

(exact picture may

vary)

DAIKIN AH.png

Fit Heat Pump Picture

(exact picture may

vary)

Fit HP.jpg

IAQ Options

IAQ Options.PNG

Estimate All estimates are valid for 30 days from quotation date. After 30 days,

prices are subject to change.

Attachments

Title File Name

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Rs Form

100001

Signature Gary Cohen

11/16/22, 11:10 AM 2059900A-A48E-4A8B-A393-6F02139BBBB2.jpeg

© 2022 RazorSync.com. All rights reserved. All other trademarks are the property of their respective owners.

Rs Form

100001

We purchased a 3 year home warranty for a 3 unit apartment building and 5 months after we submitted a claim for a hot water heater/plumbing issue. The technician came out and said we needed a $26.00 valve replacement. Choice Home Warranty denied the claim for $26.00 saying it was a preexisting condition. We called them and raised hell and they finally covered the claim because they said we were a "big customer" and not a "short term, low premium" customer.

This fix did not correct the issue and the technician had to come back out 2 weeks later to find out the why this fix did not work. It was found that the hot water heater had a leak and needed to be replaced. The technician recommended a full hot water heater replacement and submitted the claim with pictures. Choice Home Warranty AGAIN, denied the claim saying preexisting condition.

We are currently raising hell again with them and may take them to court.

In August I received a service to repair my heat pump unit. I contacted Choice back and informed them that system was still making rattling sounds like before, I contact them online, but I received no response. I email they again and received no response. I email them again and informed them if I don't hear from them I was going to contact another heating service company. I contacted them in September, and they told me that they would send a repair service, but they did not, I call them in October they told me that they a repair person, but they did not. I called the repair company that did the work and he indicated that he hadn't heard from Choice. I called to today and they indicated that they would send a repair person, but I would have to pay another $60.00. I said no because he did not repair the unit. I wanted to cancel my policy because I paid for the year. The Solution Manager indicated that I could cancel the policy. I read according to Choose Policy you can cancel any time. I see this is not the case.' I am dissatisfied with the service. I have 8 months left on my policy.

My water heater went out.

Beware they do not cover the parts such as supply lines going into the water heater.

Here is exact phrasing under their contract:

11. WATER HEATER (Gas/Electric) - COVERED: All components and

parts, including tankless water heaters and circulating pumps.

EXCLUDED: Holding or storage tanks - Vents and flues - Thermal expansion tanks - Fuel, holding or storage tanks - Noise - Energy management systems - units exceeding 75 gallons.

They are claiming parts are on the inside of the water heater but that is not what the contract says. I was trying to get them to pay $140.00 for the supply lines going into the heater and they wouldnt. They have no honor or character to make things right. Also they made me pay for the drip pan too.

I am a member of Choice Home Warranty, I have full coverage, the highest packet that is available. This includes plumbing, appliances etc... I called for a drain clog around 11/5/2022. An appointment was scheduled with Concept Renaissance Services on November 8th. The Technician arrived and after a long tedious conversation regarding his previous experience in unstopping clogs and how his job paid well so it is worth it. The technician used a toilet plunger which I had already tried as I told him, and I used liquid drain products. I explained that my system had been recently pumped because he ask the question. The technician stated that it looks like he would need to run a product through the line to push the item out. He would need Choice Home warranty approval. he promise to call it in when he returned to his vehicle and promised he would be back the next day. the next day, 11/9/22 I waited from work all day and did not receive a call nor did he come out. I called Renaissance on the next day at 9:00 AM 11/10/22 and was told by the office person that no paperwork had been submitted on the job and that she would contact the technician. I did not hear back given a reasonable time for a return call around 1:00 in the afternoon. The office person told me that she has not been able to contact the technician that she had been trying all morning. I immediately called Choice Home Warranty and I was told that they would look into the matter. I called Renaissance around 3 to find out had the company contacted the technician. The office female stated that she still had not contacted the technician and that she would call Choice Home Warranty to schedule another company to come out. I explain to her that this would take longer and that I just wanted my sink unclogged. I called Home Choice Warranty around 4:30 and gave them an update. I spoke with someone that I could barely understand and she explained that the problem was not covered because my septic system was more than 150 yards away from my home which is untrue my septic system is located within a few feet from my home. Also, my system is covered, there is no such thing located in the contract so this is irrelevant. This technician did not know I had a septic system until I told him after he asked. Regardless of where the clog is, it's a clog and it is covered. I called back to speak with someone in administration, this person was in the resolution department and she stated that she would reassign a technician and that I will receive an email on the time and date the technician would be out. While looking over the claim she was speaking out and stated that Renaissance Service wants to charge 700.00 to unclog my kitchen sink. Hearing this I guess why the claim was being pushed to the side. I am the customer I am not responsible for the vendor that CHW chooses. This situation should not be stressful this is why I have a Home Warranty plan. Today is the 12th of November and I have been trying to reach Choice Home Warranty and told that no service representative is available by a recording.

Have done several jobs for them and had a hassle getting paid by them. In March I had 3 outstanding payments On April 4th 2022 I was on the phone with them and not getting anywhere, I asked the lady if I needed to contact a lawyer to get my payment. At that time the a lady said my account was on 180 day hold. On October 4th I contacted them to get my final payment at that time they said I would have to sign a release at which time I did. It stated that if I would not seek further action I would receive my payment within 30 days. I have been given the run around by numerous people. I wrote the CEO Mr. Mostofi, who stated he did not understand why I had not been paid and he would have someone to handle it. I still have not received payment and was told to wait another 6-8 weeks. They have left me without answers to my payment and I have money and time invested in these jobs they have refused to pay me for.

I bought a Choice Home Warranty on Dec. 1, 2021 for $2,925.00 which was to be effective until Dec. 1, 2027. This price included the full warranty plus the swimming pool package. Today, Nov. 10, 2022 I phoned Choice to file a claim because my pool filter is not working. Every available number that I called rang once and then disconnected. The number listed to file a claim is [protected]. This if the first and only time I have ever tried to file a claim.

I have been client for 3 years, 3 services regarding close dryer, electrical outlet, close dryer, tech never resolved issues but I still had to pay $85 per visit, plus the monthly premium. I called for service to my furnace, I am 72 with 3 young children I adopted, we have no heat, tech came out and condemed the furnace and said that the furnace would have to be replaced and recommened that A/C unit be replace at the same time. Choice approved to pay $957 and I would have to pay $1740 to tech at the time of completion. The tech gave me a proposal for $10k to $13k. The warranty was 10 years if I went with the techs proposal and 5 year warranty if I went with Choice selection, cheaper unit with same company. I started looking at other proposals and decided to go with Home Depot which will cost $7000 for both units, 10 year warrantys for both plus 20 year warranty for heater coil. I reached out to ask Choice if they would pay the $957 they were going to allow for the first proposal. They said they couldn't do that. So I overlooked the fact that Choice sales point is "if we can't fix it we will replace it" there must be some tiny print I didn't see, because that is not what they do. I have spent $3,855 for membership and tech fees and nothing has ever been resolved. I am a 72 yr old widow feeling like I have been severly taken advantage of. Nothing I can do,

When I purchased the policy, I told the salesman that my main concern was not inconveniencing my tenants. He told me that service claims were handled within 24 hours. I placed my first claim on 8/7 and the second on 8/10. A repair person was not even dispatched until 8/27. That is not 24 hours! Choice’s salesperson misrepresented the services to gain the sale of their contract.

After numerous delays and phone calls to CHOICE on September 14th they finally agreed that the appliances would be replaced. Based on this I ordered new appliances at a total cost of $1456.62.

On October 12th I received a check from Choice in the amount of $837. This amount is far less than the replacement cost I incurred in violation of their own contact which states "During the coverage

period, our sole responsibility will be to arrange for a qualified service contractor to repair or replace, at our expense, the systems and components"...

On September 29th I received a text from the repair technician that the repairs were now scheduled for 10/21. Apparently, the technician (A & E Services) was never told to cancel the service call when they agreed to replace the appliances

On October 4th I filed a complaint with the Bureau of Consumer Protection asking for cancellation of the policy and a full refund of the cost. On November 3 I received, via the Office of Consumer Protection, Choice's response saying I could not have a refund.

In summary, Choice does not provide their services in the timeframe they advertise and violates the terms of their own contract. DO NOT PURCHASE FROM THEM!

There is a set up discussion for claims appeal at 12:45pm 8/9/22, I received reminders & text messages until 15mins before the set up time. Waited & no one called me not even a text or email they will be late or any valid reason. I called the customer service & said they will ask someone to call me back, left several voicemails to case manager directly but no one reached out to me. My claim was about AC & that time it was 100 degrees temperature. I emailed too & they called me on 8/12 (after 3 days?) & "read" me the same thing rejecting the claim. They didn't apologized that the case mgr did not show up.

I received several emails from them trying to auto renew my coverage, I called & told them I need to cancel because I had bad experience & they said they will offer me lower rates & I said no and she said thank you & just hang up on me. How rude and unprofessional. But when they're trying to sell the plan to you they will promise you the moon (all is covered), but it's the opposite and they will stay with you for so long on the phone until you sign up.

I was working with CHW as a vendor in houston TX since 2015. on june,2019 they placed a hold on my account and advised that hold was because too many recalls, and when I tried to explain that the recalls was because customer calling to check on claim status they didnt listen, when I offered to email each customer statements vendor relation told me now one cares to look at your email. i had unpaid invoices for over $13k. after waiting 16 months they mailed check for $3342. I spoke with vendor relation about remaining balance, and they said that's send an email to accountant. I sent tons of emails without any response. Also they deleted all invoices from vendor portal. I was lucky that i video captured all invoices on portal. after multiple emails and calls, I got tired for chasing them. I will just file court claim for remaining balance.

On 10/29/22 my tenant informed me that the water tank was leaking. A Plumbing company was on route to repair it but when I called Choice, they said I had to issue a claim and refused to cover my repair person. I opened a claim on 10/30/22 and was informed a tech would go there on 11/4/22. I contacted the company and they were able to go there om 11/1/22. A tech was issued, wrote up repairs and submitted it to Choice and on 11/2/22 the claim was approved. I contacted the Company and they said they were waiting for Choice to ship the New hot water tank and couldn't do anything until they got it. I called Choice and was told that target delivery was 11/4-7/22. I called Choice again and was told by by 2 "Customer contacts" and a "Resolution Manager" that there was NOTHING they could to EXPEDITE it. My tenant has been WITHOUT hot water and Choice's answer was there was nothing they could do because the tank was in transit.

THIS SHOULD HAVE BEEN EXPIDITED NOT SHIPPED SNAIL MAIL

On October 7,2022 I filed a warranty request for LG Washer. The washer would not cycle through the wash rinse cycles. Choice Warranty issued claim number [protected]. After waiting 12 days a technician was dispatched. The Technician was not familiar with the LG washer and failed Tomaka any repair. He promised to return in 2 days but never showed up. It is my understanding he removed himself from the contracted technicians listing.

Choice did offer me the opportunity to higher my own technician, but I elected not to. I am disappointed in Choice Warranty inability to meet their contract commitment of as stated in paragraph C, Service Calls, item number 2. of my contract.

Today is November 2 and we still have not gotten our washer repaired. In the past Choice dispatched Sears for our washer/dryer repair needs and their performance was excellent. I wonder why Sears cannot be dispatched again.

I am very disappointed and dissatisfied.

I filed a claim on 10/24/2022. It has been over a week, I called yesterday 10/31 and it was escalated in dispatch. I was told they would have it scheduled within 24-48 hours. This is the 3rd time my fridge has gone out. In February Sears was sent out and it was fixed within a couple of days. In June it took over 3 weeks to get it serviced. This is the same problem as the last 2 times. I can't wait 3 weeks to get this taken care of. I live in the mountains, and we are expecting snow in a couple of days. I have been snowed in before and need to make sure I can stock up on essentials in case I'm snowed in. I think over a week should have been plenty of time to get this scheduled. After speaking with several contractors up here, they have stated that Choice is very slow to pay, so no one replies to the emails they send. I want my refrigerator fixed or replaced, after this is taken care of, I will be getting a different home warranty company.

I have been waiting almost three weeks to have a new thermostat installed. I will admit I changed two appointments. When I rescheduled them, they never fulfilled their promise to make the installation. I have wasted between three and five hours twice. The technician does not call you and inform you that he cannot come. I had to text the company and they informed that he had an emergency. It is apparent that I am the least important customer. Your chances of their fulfilling their promise is similar to your chances of winning the lottery. They are very difficult to contact.