Choice Home Warranty
Reviews and Complaints

The coil on my Air conditioner went out and my technician specifically told them it was not from rust. They denied the claim because of rust. This is the second claim in a year they have denied because they say it wasnt covered. I will NEVER use them again. This was a complete waste of my money!
Choice home warranty is a RIP off they find a way to deny every claim!

Started 6/18/2018
Repaired 6/26/2018
Recall 7/22/2018 - Found wire from capacitor installed 6/26 was not attached.

AC Tech made an error which caused system failure. Choice declined coverage claiming rust and corrosion. Second opinion obtained, confirmed error by tech caused failure, not rust and corrosion. Even AC Tech's own notes on 6/22 and 6/26 noted no leaks and no rust and good refrigerant levels. Photos below.
Choice will not answer phone or email. Christine Evans is case mgr who will not respond by phone or email.

Onsite AC and Heating company held for hours 7/26 and finally had to hang up. They instructed me to submit his opinion on my account and have them call. I've held for three hours on 7/24 and was disconnected. I have on hold today for over 2 hours 50 minutes and will probably be disconnected at three hours again. A claims specialist and consumer advocate need to contact me.

Customer Number [protected]
The Lynell Smith, owner of A Devoted Care was authorized to complete repair does not have a license number that appears with Texas Department of Licenses and Regulations and he refused to give it to me. A/C Tech that did work that gave me license number 45777 does not match his name given or on the phone records submitted to Choice.

Second Opinion
On-Site A/C & Heating
A Home Advisors Five Stars Rated Company
Danny Burgess
810 Crystal Lake
Spring, TX 77380
TACLB12209E

July 25, 2018

Choice Home Warranty
1090 King Georges Post Road
Edison, NJ 08837

To Whom It May Concern:

This letter is to confirm the owner, Sonia Wolfrom, of 11 Grey Birch Place, The Woodlands, Texas 77381 has maintained her HVAC equipment annually. She is a responsible homeowner going above and beyond to maintain her home and ensure routine maintenance service visits are completed. She is conscientious about maintenance to prevent breakdowns from occurring.
Upon her request, I inspected the unit today to provide a second opinion to determine the cause of the present mechanical breakdown. The record indicates on 6/26/2018, Andre, with A Devoted Care replaced the capacitor on the unit. On 7/24/2018, Andre reported he found the wire to the capacitor he replaced on 6/26/2018 had come off. He reconnected the capacitor and found the system to now have a leak in the condenser. It is unknown how long the wire was off of the capacitor; therefore, the impact to the condenser coil and compressor is substantial. The capacitor being disconnected would prevent the condenser fan from functioning and cooling the system properly. It would also cause the refrigerant pressure to increase to a much higher than normal operating pressure and cause the present leak. According to the service record provided by Andre with A Devoted Care on 6/22/2018, (copied below) at 3:04 pm clearly acknowledges there were no leaks in the unit when he previously serviced the system and the refrigerant pressures were within normal ranges.
In my professional opinion, the improper installation of the capacitor has caused the condenser coil to fail and quite possibly has impacted the compressor. It was caused by the extremely high pressure when the condenser fan was not functional but the compressor was running. The coil did not wear out because of wear and tear. It certainly is not from rust, corrosion or lack of maintenance. To suggest Ms. Wolfrom did not maintain the system is false and inaccurate as her records and our company records clearly demonstrate she complied with the annual service noted as a requirement by Choice Home Warranty. You would be hard pressed to find a company that would suggest this particular unit was not maintained.
The unit originally had a mechanical failure in which case, Ms. Wolfrom contacted your company for repair. Unfortunately, it appears your service technician made an error which does sometimes happen. However, the homeowner, Ms. Wolfrom should not be penalized by the error. The warranty company or the technician Choice contracted to repair the system originally should do so at their expense. Feel free to contact me should further information be required. I am willing to restore the system for Ms. Wolfrom should you want me to do so.

Regards,
Danny Burgess

Homeowner: Sonia Wolfrom

Choice Home Warranty Contract Number: [protected]

Service Order Numbers: [protected] and [protected]

Photos were attached to this letter but will not paste here.

Resolution. Choice should repair the problem as their technician's error caused it. There is no rust and the system has been maintained. The part is a covered part as long as the system was maintained which it was and written records prove so.

From Account Center:
CHW Representative:
(06/18/2018): I only have one ac unit, not two. The above ticket indicates two units. Please correct it to say one.
(06/18/18 01:37 PM) Donna Blackett: Thank you for your email. Please contact tech directly to provide that information. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/18/2018): Angel A/C has been assigned to your claim and an appointment has been scheduled for Monday June 18th, 2018 between the hours of 03:00 PM and 08:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for Angel A/C is [protected]. Upon the technicians arrival you will be required to pay a $45.00 service call fee.
CHW Representative:
(06/19/2018): What is the status of this claim? Repairman said he submitted the claim to you and is waiting on approval for repair. He said he can repair it today. It is HOT here and we need an update asap. Please advise.
Thanks,
Sonia Wolfrom
(06/19/18 12:14 PM) Angela Agosto: Thank you for your email. Please be advised your claim is under review. Thank you for being a valued choice home warranty customer.
CHW Representative:
(06/19/2018): Good afternoon,
Angel AC representative Miguel Soto indicates you are requiring photos before you will approve the repair for the items indicated on his repair recommendation ticket. He will not return until 4-7 pm today. What do you need from me to speed up this process? From my conversation with Miguel, I have pulled my maintenance records for him to review as I have had an annual review of the system completed by licensed contractors and the system was in good mechanical working order until this issue. I don't want this to be a situation where the repairman comes out and then you are closed and a decision cannot be made. Please advise.
Thanks,
Sonia Wolfrom
(06/19/18 02:50 PM) Shiniqua Branch: Thank you for your email. Please be advised your claim is under review pending the photos. Thank you for contacting choice home warranty.
CHW Representative:
(06/19/2018): Thank you for the reply. I am doing a little bit of research on this license holder and Choice Home Warranty. What is on the Internet regarding these two companies and what I am finding is disheartening.
I have service records, in writing, for my home. I hope this will not be like what I am reading about. How late is the department open today that Miguel Soto must submit photos to for approval for repair? I want to be recognizant of the time to ensure he submits what you need. I am trying to get an idea of whether or not I will have air this evening.
(06/19/18 03:12 PM) Shiniqua Branch: Thank you for your email. We understand you concern and urgency. Our authorizations department is open until 8pm easter time. We will not be able gurantee if a technician will be able to repair today. Thank you for contacting choice home warranty.
CHW Representative:
(06/19/2018): Good afternoon again,
Angel AC representative, Miguel Soto arrived and took the pictures you requested. They were submitted a few minutes ago. He said he would be in the area for a while this afternoon and could repair the unit, if you get back in touch with him for the approval. Please let me know what is going on. Thank you, Sonia Wolfrom
(06/19/18 03:58 PM) Shana Zulin: Thank you for your email. Please be advised once the pictures are reviewed, we will follow up with you with how to proceed. Thank you for being a valued customer of Choice Home Warranty.rnrn
(06/19/18 03:58 PM) Shana Zulin: Thank you for your email. Please be advised once the pictures are reviewed, we will follow up with you with how to proceed. Thank you for being a valued customer of Choice Home Warranty.rnrn
CHW Representative:
(06/19/2018): Thank you for your email. Please be advised we have received in the pictures and they are under review. We apologize for the delay in service.
CHW Representative:
(06/19/2018): Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(06/19/2018): When should I expect this letter of determination? I have filed a complaint with CHW and have requested the CHW consumer advocate to contact me of which I have been assured will happen if not today, first thing tomorrow. Please advise as it appears you have made a decision.
(06/19/18 06:47 PM) Rachael Bronner: We have received your email and we apologize for any inconvenience this process has caused you.rnOur records indicate this determination letter was sent to you earlier today. rnPlease check your spam folders if you have not received this email. Thank you.
CHW Representative:
(06/19/2018): There is no letter of determination in my email box or SPAM box. Can you resend or let me know what you determined so I will know how to proceed?
(06/19/18 07:01 PM) Briani Dixon: Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.rn
CHW Representative:
(06/19/2018): The only email at 4:30 said:
Thank you for your email. Please be advised your claim is under review. It did not give a determination.
(06/19/18 07:01 PM) Briani Dixon: Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/19/2018): You all close shortly. Please let me know the determination. This email back and forth is nuts. I need to know how to proceed. Please reply before you close today.
(06/19/18 07:01 PM) Briani Dixon: Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/19/2018): When should I expect this letter of determination? I have filed a complaint with CHW and have requested the CHW consumer advocate to contact me of which I have been assured will happen if not today, first thing tomorrow. Please advise as it appears you have made a decision.
(06/19/18 07:01 PM) Briani Dixon: Thank you for your email. Please be advised a determination letter will be emailed to you regarding your claim. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/19/2018): In the course of the day, six different people have responded to this account. How many people do you all have working? This is not the service I recall receiving when I requested service in the past. It has been a year and three months since I last requested service and I've recommended ya'll to several people who purchased coverage. So, this really is not what I expected. I did not receive a letter of determination as your email indicates above. Please let me know what that determination is. What's the big secret. For heaven's sake, I purchased a service contract and maintained my property by the guidelines Elliot, my sales representative advised, have now requested service and receive this song and dance business. Please contact me via email and via telephone. I will express my concerns to the consumer advocate as well when he or she calls back. [protected]
(06/19/18 07:16 PM) Rachael Bronner: We have received your email and we apologize for any inconvenience. rnThere is a team of people working on emailed responses to our customers. rnOur records indicate that a letter of determination will be sent to you shortly regarding this claim. Thank you.
CHW Representative:
(06/20/2018): Good morning,
It is reaching lunchtime in your time zone. The authorization department has had time to review the photos and the claim for the AC repair. I have maintained the unit and for Choice to drag their feet is not acceptable. I am reading online many reviews that indicate this is standard operating procedure which is disappointing.
I have contacted the local five stars rated company who last serviced my account for a letter noting the regular maintenance of my one and only a/c unit at my home of which I will have later today. They inspected the unit yesterday and are willing to provide a letter about the routine and regular maintenance of the unit. I plan to submit a complaint along with this letter to the Texas Real Estate Commission, the local television stations and the various other complaint boards available to me, today. I have medical issues, am a post cancer patient, a teacher, and simply do not have the money to stay in a hotel. I paid for this service and in good faith maintained the unit and records to be in compliance with the requirements of Choice Home Warranty. Your representatives stated yesterday I was sent a letter of determination. I responded that the only letter received was one stating the claim was under review. I requested a consumer advocate contact me and I was assured someone would call me if not last night, first thing this morning. That has not happened. I've now contacted my local real estate agent who owns 11 offices here and around the surrounding Houston area who works regularly with Choice Home Warranty and will be reaching out to the local CHW representative. This is Texas and it is hot. I ask that you please cover the repair and let the owner Miguel Soto of Angel AC know about the repair. It is nuts that a person must be put through this nightmare to receive coverage. Please contact me asap.
Sonia Wolfrom
(06/20/18 11:49 AM) Shana Zulin: Thank you for your email. Please be advised we have forward your email over to our consumer advocate department per your request. Thank you again for your patience and for being a valued customer of Choice Home Warranty.rn
CHW Representative:
(06/20/2018): I'm checking on a reply whether you will cover the claim or not. I have reputable people in place to repair my system if Choice chooses to default on the contract. Please advise. Authorization has had more than 24 hours to approve the claim since the last submission of photos from the technician. I would like a smooth and positive resolution to this matter rather than becoming a statistic. The New Jersey Attorney General's office has requested I please, please submit my claim in writing as this is a daily phone call they receive, my state legislator, Mark Keough, has been notified and I will proceed accordingly with the repair. There is no excuse for Choice dragging their feet other than to make me suffer and potentially have the system repaired by someone else. I will wait but in the meantime, I will continue to pursue all methods available to me to report this situation. It is wrong.
(06/20/18 02:50 PM) Velma Batts: Thank you for your email. Please be advised once your appeal has been seen by a case manager you will be notified. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/20/2018): Claim Status has shifted to closed but there is no other information provided. Please advise what you decided to do so I will know how to proceed. There is nothing in my email or in SPAM or on this site noting coverage.
(06/20/18 04:40 PM) Velma Batts: Thank you for your email. Please be advised your claim has been approved. You can call the technician to schedule a follow up visit. Should you need further assistance please feel free to contact us at [protected]. Thank you for being a valued customer of Choice Home Warranty.rn
CHW Representative:
(06/20/2018): Thank you so, so, so very much!
(06/21/18 08:53 AM) Jessica Exilus: Thank you for your email.
CHW Representative:
(06/21/2018): Good morning,
Did you notify the technician? I've reached out to him a couple of times and have not heard back from him. Just checking so it is not a situation of he missed then notification or did not receive it. Thank you in advance for your reply.
(06/21/18 08:59 AM) Jessica Exilus: Thank you for your email.
(06/21/18 09:01 AM) Jessica Exilus: Please be advised that we have contacted the technician, left them a voice message and have also sent them an email.
CHW Representative:
(06/21/2018): Thank you so much.
(06/21/18 12:18 PM) Velma Batts: We have received your email and have updated your claim accordingly. If you require any further assistance please contact us. Thank you for being a valued customer of Choice Home Warranty.rn
CHW Representative:
(06/21/2018): After a dozen or more voice mail and text messages beginning at 3:45 yesterday, Miguel Soto, the owner of Angel AC just sent a text message that he is refusing service and to not contact him again. Please advise what to do.
(06/21/18 12:21 PM) Velma Batts: Thank you for your email. Please be advised your claim has been sent to our dispatch department to secure another technician. We apologize for any delay this has caused. Should you have any further questions, please do not hesitate to call us. Thank you again for your patience and for being a valued customer of Choice Home Warranty.rnrn
CHW Representative:
(06/21/2018): This is the most unprofessional situation. He received the text messages according to iPhone message yesterday at 3:47, 6:22, 8:59 and again this morning at 6:38, 9:38 and 10:30 am. He messaged at 11:11 am stating he is refusing service. He clearly must have made this decision yesterday. This situation is impacting my health. Please advise what to do. Thank you.
(06/21/18 12:22 PM) Velma Batts: Thank you for your email. Please be advised your claim has been sent to our dispatch department to secure another technician. We apologize for any delay this has caused. Should you have any further questions, please do not hesitate to call us. Thank you again for your patience and for being a valued customer of Choice Home Warranty.rnrn
CHW Representative:
(06/21/2018): Oh my gosh, are we starting over? Or has a customer service advocate reached out to someone to try and come today? I simply cannot believe this.
(06/21/18 12:38 PM) Velma Batts: Thank you for your email. We are looking for another technician. We are not an emergency service company and do not provide same day service. Should you need further assistance, please contact us. Thank you.
CHW Representative:
(06/21/2018): This is not same day service. This started last weekend, was reported Monday 6/18 and the owner of Angel AC was given approval on day theee and his is day four he decides to refuse service. This is not right. Miguel Soto, the owner of Angel AC could have refused yesterday instead of wasting another day. He assured me earlier in the week he could have me back in service the same day you gave approval. Please ask a customer advocate or a supervisor to reach out to. A vendor who
Can come today or at the worst tomorrow. This is horrible. My dog is having to go to the vet and I'm not doing well with it either. This is CHW's irresponsible and unprofessional vendor that's has caused this delay. Please help. ASAP.
(06/21/18 01:33 PM) Briani Dixon: Thank you for your email. Please be advised, we are diligently working to assign the best available technician in your area. We apologize for any delay this has caused. Thank you again for your patience and for being a valued customer of Choice Home Warranty.
CHW Representative:
(06/21/2018): Can you tell me who you dispatched so I may call?
(06/21/18 01:40 PM) Briani Dixon: Thank you for your e-mail. The claim has been dispatched to find you another technician. Once a technician is assigned you will be notified. Thank you for being a valued Choice Home Warranty customer.
CHW Representative:
(06/21/2018): Can you tell me who you dispatched so I may call?
(06/21/18 01:40 PM) Briani Dixon: Thank you for your e-mail. The claim has been dispatched to find you another technician. Once a technician is assigned you will be notified. Thank you for being a valued Choice Home Warranty customer.
CHW Representative:
(06/21/2018): A Devoted Care has been assigned to your claim and an appointment has been scheduled for Friday June 22nd, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for A Devoted Care is [protected]. Upon the technicians arrival you will be required to pay a $0.00 service call fee.
CHW Representative:
(06/21/2018): Thank you to Sophia for assuring me this afternoon that A Devoted Care will be able to call in tomorrow while they are here for authorization and approval to fix my air while they are here. This issue started late Saturday night/Sunday and was reported on Monday. I cannot imagine going through the weekend without air as temperatures are expected to be over 100 this weekend. Thank you for relieving my mind. I hope Miguel Soto, who owns Angel AC, is no longer a service representative as he has caused me personal pain, and did some things that were not appropriate.
(06/21/18 05:48 PM) Magdalena Trinidad: Thank you for your email and for being a valued customer of Choice Home Warranty
CHW Representative:
(06/25/2018): A Devoted Care has been assigned to your claim. Please contact them at [protected] To schedule a service appointment. Upon the technicians arrival you will be required to pay a $0.00 service call fee.
CHW Representative:
(07/22/2018): A Devoted Care has been assigned to your claim. Please contact them at [protected] To schedule a service appointment. Upon the technicians arrival you will be required to pay a $0.00 service call fee.
CHW Representative:
(07/24/2018):
Tuesday July 24th, 2018

Claim [protected]
11 Grey Birch Pl.
The Woodlands TX 77381

Dear Sonia Wolfrom,
This letter is in reference to your Air Conditioning claim. We have been processing your claim for coverage and a determination has been reached.

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 mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and

Become inoperative due to normal wear and tear; and

Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Your claim was submitted on 06/18/18 and was assigned to A Devoted Care on 07/22/18. On 07/24/18 the technician submitted details pertaining to your system failure.

It has been determined the Water Heater has developed a non-repairable leak from the tank.

Please refer to your terms and conditions section D number 4 "Excluded"; CHW is not responsible for leak detections.

Appeal Rights

You may request a review of this claim in writing by visiting https://www.choicehomewarranty.com/cads/claimreview.php?ccid=m4ADH0wqdk2CD3Misq8N-OVqp1P_vBGLxCf8-QHhyxQ. The request for review must be sent within 7 days of receipt of this letter and state the reasons why you feel your claim should have been approved.

Under normal circumstances, you will be notified of the final decision within 5 business days of the date your request for review is received.

Nothing contained in this letter should be construed as a waiver of any rights or defenses under the policy. This determination has been made in good faith and without prejudice under the terms and conditions of the contract, whether or not specifically mentioned herein.

Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs.

Sincerely,

Team CHW

* Click Here to view complete limits of liability and any exclusions. CHW offers service contracts which are not warranties.
CHW Representative:
(07/24/2018): Tuesday July 24th, 2018

Claim [protected]
11 Grey Birch Pl.
The Woodlands TX 77381

Dear Sonia Wolfrom,
This letter is in reference to your Air Conditioning claim. We have been processing your claim for coverage and a determination has been reached.

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 mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and

Become inoperative due to normal wear and tear; and

Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Your claim was submitted on 06/18/18.

It has been determined the condenser coil has developed a refrigerant leak which requires replacement. Condenser coils that leak have been exposed to corrosive or acidic materials that have infiltrated the fins and transfer tubes, damaging the integrity of the coil. The acidic agents cause sections of the coil to become corroded and/or rusted, causing the development of pinhole or microscopic leaks.

Please refer to your terms and conditions section F number 1; We are not responsible for malfunction or improper operation due to rust or corrosion of all systems and appliances.

Appeal Rights

You may request a review of this claim in writing by visiting https://www.choicehomewarranty.com/cads/claimreview.php?ccid=m4ADH0wqdk2CD3Misq8N-OVqp1P_vBGLxCf8-QHhyxQ. The request for review must be sent within 7 days of receipt of this letter and state the reasons why you feel your claim should have been approved.

Under normal circumstances, you will be notified of the final decision within 5 business days of the date your request for review is received.

Nothing contained in this letter should be construed as a waiver of any rights or defenses under the policy. This determination has been made in good faith and without prejudice under the terms and conditions of the contract, whether or not specifically mentioned herein.

Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs.

Sincerely,

Team CHW

* Click Here to view complete limits of liability and any exclusions. CHW offers service contracts which are not warranties.
CHW Representative:
(07/25/2018): I am now realizing ya'll went back to the other claim form to correspond. So, now I'm submitting my questions to both locations.

Good morning,

Did you decide whether Choice will cover the freon repair? I have a local air conditioning company coming today to provide a second opinion. I have been told by multiple people that had the serviceman with A Devoted Care had checked his work as a trained professional is taught to do, the wire connection would not have come loose. His error caused the fan to quick working and the system to heat up. I was gone for nearly two weeks and I have no idea how long his mistake impacted my unit. One thing is certain though, there was no freon leak three weeks ago when A Devoted Care repaired the system and has not been one on the previous annual system service and maintenance checks as designated in writing on the annual service check receipts. Please advise asap as I'm sure you can hear on the news Texas is experiencing a heat wave. I am a cancer patient and will be having back surgery in the next two weeks and need this issue resolved.

I've requested a phone call. That does not happen. I stayed on hold for three hours yesterday and then Choice disconnected me. This is awful service.

Kind regards,
Sonia Wolfrom
[protected]
(07/25/18 01:03 PM) Christine Evans: With the condenser coil leaking being the cause of failure. This would not be covered under the policy. If you're receiving a 2nd opinion the technician will have to submit his diagnosis to [protected] and provide the claim # prior to any replacement or repair we'll proceed accordingly based off the diagnosis
CHW Representative:
(07/25/2018): Please provide the license number and insurance information of the serviceman Andre, from A Devoted Care.
Please provide the license number and insurance information for Angel A/C Services.
Please provide the name, address and phone number for the insurance carrier for Choice Home Warranty.
It is my understanding I need to request all of these things in writing. I will look them up on my own as well. I am still patiently waiting a response from Choice but all I can get is a robot computer to respond. Hence, I will file my complaints with the State of Texas licensing boards and the New Jersey Attorney General's Office since I cannot seem to obtain a response from Choice. I've declared what has happened, and at this point Choice is in default. Please respond.
Sonia Wolfrom
[protected]
(07/25/18 12:29 PM) Christine Evans: The technicians will be able to provide their license numbers and any other personal information. rnrnA Devoted CarernLynell Smithrn832 944 6628rnrnAngel A/C rnGlenda or Miguelrn12814318036
CHW Representative:
(07/25/2018): Thank you for the information. Have you decided upon the appeal I have filed? It is now going on noon and I still do not have an answer to the appeal.

Please advise as your inability to take action has caused me to lose yet another day of air conditioning.
(07/25/18 01:03 PM) Christine Evans: With the condenser coil leaking being the cause of failure. This would not be covered under the policy. If you\'re receiving a 2nd opinion the technician will have to submit his diagnosis to [protected] and provide the claim # prior to any replacement or repair we\'ll proceed accordingly based off the diagnosis
Sonia Wolfrom
(07/26/2018): Danny Burgess with On-site AC and Heating is trying to fax his report to the number you gave. He says it is a phone number and he cannot hold. Where does he fax or email the report?
Sonia Wolfrom
(07/26/2018): Danny Burgess with On-site AC and Heating is trying to fax his report to the number you gave. He says it is a phone number and he cannot hold. Where does he fax or email the report?
Sonia Wolfrom
(07/26/2018): Also, according to Texas Department of licensing, Lynell Smith is not listed as a licensee. That's a problem.
Sonia Wolfrom
(07/26/2018): [protected]
Owner, Danny Burgess
Onsite AC and Heating
Did inspection and wrote a second opinion but Christine gave is not a fax. Will you please call him or provide additional information so he can
Send you what you requested.
Sonia Wolfrom
(07/26/2018): I have emailed Christine Evans at [protected]@choicehomewarranty.com and uploaded the second opinion from Onsite AC and Heating since the number you provided as a fax is a phone number to hold for hours. The owner said he held for a while but cannot stay on hold all day. I remained on hold for three hours two days ago and then Choice disconnected me. The phone records prove that. We need a resolution to this immediately.
Sonia Wolfrom
(07/26/2018): This claim needs to be escalated to a claims supervisor. It's my understanding that a case manager is not the same as a claims supervisor. I would like to speak to an account claims supervisor regarding this matter. I have called and held for hours without an answer. Choice to needs to contact me so this issue can be resolved one way or the other, [protected].
Sonia Wolfrom
(07/26/2018): I've started my hold process once again with Choice Home Warranty. We will see if I have to hold for three hours like two days ago to then be disconnected. I'm on hold.
Sonia Wolfrom
(07/26/2018): How do I get my claim before a claims supervisor? How do I get a return phone call or a response about the situation?

I requested the license and insurance information from the phone numbers and people you provided and told me to use to obtain
license and insurance information.

I asked Andre for his last name. He said I would find it with his license 45777. Andre, the service technician said his number is 45777. I
explained to him that number says it belongs to Cornelius U Ruth. Andre said that was his name. He would not tell me his last name but said
his name was what I was seeing online. He would not provide insurance information and said he did not have to and that I could hhave my
attorney call his attorney. I asked for his attorney's number and he would not provide a name.

Lynell Smith called as well. That is who Andre works for at A Devoted Care. He would not provide his license or insurance information. Our phone
call was interrupted when he said he would call me back that Choice was calling him back on the other line.

I have not heard back from him or from yall.

This claim needs a claims supervisor. It also needs a consumer advocate. Please have both contact me immediately.

Sonia Wolfrom
P.S. I've now been on hold for nearly 15 minutes with no answer.
Sonia Wolfrom
(07/26/2018): At 2:39 pm, CST, I have been on hold for one hour 23 minutes.

The failure of Case Manager, Christine Evans to get back with me is unacceptable. The robots that answer the calls and send a generic message including a message stating I am being denied coverage for a water heater when the issue is an air conditioner, and the ability of no one to answer the phone at Choice Home Warranty, leaves me no choice but to pursue assistance through other entities. This is not an avenue I want to pursue but Choice will not respond and leaves me no Choice. Choice is in default at this point for failure to respond in a timely manner. This is terrible customer service and a terrible experience.

Remember you are eligible to purchase Choice Home Warranty coverage regardless of the age of your home or appliances. In fact, no home inspection is required. Please continue to hold, and a representative will be with your momentarily.

Have you tested your smoke alarm lately? Did you know the US Fire administration recommends checking your smoke alarm monthly. The safety of your family comes first. Please continue to hold. One of our staff members will be with you shortly.

You never know for certain when a system or appliance in your home will break down, but sooner or later, everything wears out whether it's your heating system or a dishwasher. Nothing lasts forever. Choice Home Warranty provides peace of mind coverage for your home. Please continue to hold, and your call will be handled in the order in which it was received. Thank you.

Protect your air conditioning systems. Make sure you trim shrubs and plants near the outdoor condensing unit to ensure proper air flow and circulation. Please continue to hold one our staff members will be with you shortly.

Get more without paying more from Choice Home Warranty. Did you know that you can get free service by referring your family and friends to us? Ask a member of our staff how it works. Please continue to hold, and a representative will be with you momentarily.

Choice Home Warranty requires that you maintain your home systems and appliances according to the manufacturer's specifications.
Don't get excluded from coverage due to maintenance. Please continue to hold, one of our friendly staff members will be with you shortly.

We believe CHW home warranties are the most comprehensive, flexible and value-priced on the market. We do everything to help you get back on track. That's the choice home warranty difference. Please continue to hold and your call will be answered in the order in which it was received. Thank you.

Prolong the lifespan of your systems. Air conditioning systems and furnaces require periodic maintenance in order to ensure coverage. For example, clean your evaporator and condenser coils and replace your filters. We appreciate your patience while on hold and we will be with you in a moment.

Choice Home Warranty is committed to providing you the best service. Our secret is simple, to provide a positive customer service experience and ensure loyalty for all our customers, contractors and employees. We are sorry to keep you waiting and will be with shortly.

Did you know that you can ensure coverage and expand the life of your water heater, by flushing the sediment periodically? Refer to your owner's manual for instructions. Please continue to hold and your call will be answered in the order in which it was received. Thank you.

Sonia Wolfrom
(07/26/2018): Just so you know I've now been on hold, 1 hour 57 minutes. I bet yall will disconnect me when I hit the three hour mark. Please have someone contact me. Please ask a consumer advocate to call me. Please ask Christine Evans to call me. Please ask a claims specialist to call me.

I had sign up with Home Warranty's on April 2018 I switched because they seem to offer air conditions plumbing and other things. After I signed on I had to place a claim on a air condition with Choice Home Warranty and they sent someone out there that had no clue of what he was doing charge me $60.00 copay and tell me is the thermostat but was not the thermostat it was the actually unit. So they sent a technician that is not air condition certified has no clue on what he is doing insist on the thermostat and wants to charge me 265 for moving my thermostat to other place on the wall so I ended calling other technician to install the thermostat it was cheaper to call other tech. OK so the new tech. tells me he does not want to give or send his report that he needs to do his own,. so he installs it and checks it and say's it never was the thermostat it was the unit. So I call the guy and he ask me to sent the report and estimate that the other tech did, so he not only cost me money charges me a copay for doing nothing he misdiagnosed my problem and cost me money. I call in the company I tell them I want to refund or cancel my policy and refund my because then they told me they don't cover the air condition and I said yes is in your coverage description. and they go around and around finally offer to refund me 250 plus next service call I don't have to pay for copay but none of this is recorded so I call in to have them to check my plumbing system and now they say they don't cover it and I got really upset and told them they also have on the description of the services offered but they don't cover, so at this point they tell me they are no refunding nothing so I got I am furious and caused me a lot of head ache, money and lost of stress in top of the wasted time. They are scammers they got to sign me up for a whole year and don't want to refund me anything, I told them I was going to report them to the BBB and they said we are covered because you haven't read the fine print, so in other words they are legal scammers!. The Home Warranty's are not honest. Each and every time I called for approval I got the same run around. This made me so anxious and upset, because they can't care less about how you feel. Please I do not recommend them please shop around for other options. They are scammers. So, Stay away from Choice Home Rip-off and truly want to see and expect to see them also on Dateline or 20-20 or some news show soon.

it only gives me 2 choices, submit new claim or check on a claim. I want to file a complaint about the contractor that was sent to repair my fridge. he fixed one problem, but another one happened before he left, you will not cover the second one which is fine I would pay for it. But he makes an appt. then does not show up or call. it has been two weeks, going on three. He said he would come last Friday at 11.00 I had to leave at 12:00 he rescheduled for 4, did not show up. he was here twice last week and took a part off the second time after he said he would order a new part. The time he took the part off, he said he wanted to be sure he got the right part. He told me that he would be here today between 11:00 and 2:00 after 2 I called him, he said he is moving and would call me when he was done. I have to leave at 5:30. I think he is very unreliable. and I would not recommend him to any one, I am going to report him to the BBB. You need to probably take him off your list of service people. I just need him to bring the part he took off and I will call someone else to make the repair. Very Sincerely, Loretta brown contract number [protected]. Plus I can't find his company of the web, or in the phone book which tells me a lot.

AC System failed, 100 plus degrees,
! Took 21 days until they denied my claim. In the beginning they were going to assign/find a tech never did. Got one myself sent diagnosis, state if didn't have complete details. Everything time I sent something they requested they say they will respond in 24hrs (Everytime you message) this went on for three weeks! It was 100 plus here?!?
Finally they moved on to review my claim and denied it! Turns out that particular component was not covered (expansion valves) also the Acoil evaporator NOT COVERED! When I stated what's that leave, the compressor that was burned up do
to the leak and the fan/blower?
Total liers & scammers!
Someone needs to shut them down?
Total rip-off

Choice home warrenty sent a repairman to our home this morning.. Our hot water cannot be repaired. It was cauzed by wire defect the lady I talked to said it was caused by a water leak.. They will not cover the heater. I have this warrenty to fix or replace my water heater and the rest of my appliances if need be I either want my heater replaced or my money back.

First of all- you sent pro - tech to my house on monday to fix garage door -didnt have part needed - came back today after paying them $ 380.00 didnt fix garage door due to dispute over trip charge--- you put the customer for 2 and half hours on phone with choice between your company and vendor--- this is totally not exceptable... I set and listen to the call for over hour after waiting 45 minutes to get thru----vendor was transferred numerous times trying to get answers...Finally left without repairing garage- i missed appointment due to this and this is totally not good business behavior and doesnt speak well for your company- i am going to cancel my policy and advise my friends to do the same

I have been checking on home warranties and made the mistake of going on their website and giving my information. Since then I have been getting 3 to 4 calls a day from a privately contracted sales group for their product.
I have asked several time for them to stop calling and yet they continued.
In hindsight I know that their bbb standing is horrible! Many complaints!
How do I get rid of these horrible people?

I am a contractor and Choice Home Warranty called me to help them with 3 emergency calls. In good faith I did all 3 calls. I never received payment. I have called over 3 times. I keep getting different stories..( manager will call me back to discuss, check will be mailed, etc.) The last time I called the lady was very rude and told me they are not paying anything and told me to go ahead and report them to collections they did not care! And she hung up on me. Furthermore usually all their customer claims are denied. What a scam! Both for the contractor and customer. The state of New Jersey needs to step in and take action on this rip-off company!

This company used to be my warranty company. I went through a divorce and have sold the home. I no longer own a home and have told them that. They however call me more than 30 times a day trying to get me to renew. How many times do you have to tell them stop calling before they will stop? Thank god for call protection from my phone service provider that just logs these repeated spam calls and don't let the phone ring.

I recently had my AC rplacement claim declined by Choice, The technician said that the compressor shorted to ground and because the unit was 30 years old it should be replaced. Choice chose to reject the claim based on rust and corrosion that the technician said was typical and would be expected on a 30 year old unit. I appealed the decision and according to the adjuster, Chardonic Odan, The unit failed because it was 2 lbs. low on refrigerant and was leaking. This is not what the technician told me he reported to Choice. The unit was working fine the previous day and he could not get it to start because it kept blowing fuses. He told me it was impossible for him to report any refrigerant level because the compressor needs to be running to test it. He said there was no indication to him that it was leaking. I asked him to send me a copy of the questionaire he sent to Choice but he could no longer access it because the claim was closed. He did send me an invoice with his diagnosis which says the short was a result of normal wear on an older unit. It says nothing about refrigerant levels or leaks. I asked Ms. Odan to send me a copy of her report and she refused. She kept going back to your rust and corrosion exclusion. It sounds to me like someone at Choice based on a picture was looking for a way to reject the claim because the technician says he thought it should have been replaced. He said all older units will have some level of rust or corrosion even when properly maintained. I was asking for some reasonable offer from Choice and was offered an insulting $300, which I refused. I asked Ms Odan to speak to her superior and was told she was the final arbiter. I then told her I felt that Choice is falsely advertising that they cover units regardless of age when they know they can invoke the rust exclusion on almost all old units. I told he to immediately cancel my policy and if another penny was drafted from my account, I expect a check for $4000 to cover my new unit. I left American Home Shield to try Choice and I made a huge mistake in doing so. You have lost a customer and I will tell everyone about my horrible experience with Choice. You probably could have kept a customer if you had made a reasonable offer.
James Saul
22 Rapids Court
North Augusta, SC 29841
[protected]
account [protected]

Warranty with your company

My dad is veteran and had the pleasure to speak with one of your case manager today. He is 84 years old and said to me that he has never been so disrespected the way she spoke to him. Claim [protected] we have been trying to get your company to someone else out to my home to handle a plumbing problem that is clearly inside the wall next to my water heater. That could be from the upstairs bathroom. But your rep Bre will not send out a guy with a leak finder to locate the leak. Please contact me at +[protected] or my dad Joe Myers at [protected].

Short and sweet= 2 accounts open by mistake, both for $380. which was suppose to be paid month $34. I was assured 1 account to close and the other also closed minus the monthly payment. I was also assured an email stating these trans actions would be sent to me, (Nothing) Finally receive $345. minus monthly payment, On the 1st another monthly payment taken out. And now I received the other $350, minus a monthly payment, that is 3 monthly payments in 2 months and still don't know when is my first monthly free start. Can someone please explain this to me?

I requested service on my AC unit. They sent out a local company who cancelled list minute. Another company was sent out. They condemned the unit stating that the refrigerant line was blocked. Unless the contractor has X-ray vision how could he determine it when the compressor would not start ? Then on top of that they requested preventative service records, so I had my LICENSED CONTRACTOR send a letter stating that the unit was properly maintained. That was not good enough and they won't tell me what is acceptable. STEER CLEAR OF NO CHOICE HOME WARRANTY...

I am sure the information and lack of response for repairs on the part of Choice home warrantee listed below says it all. Our family's health has been directly effected as a result. I am extremely unsatisfied and expect a call from someone in a role of supervision from Choice to address these concerns, complaints and contact us ASAP.

Claim Details
Claim Date:
06/22/2018
appliance
Air Conditioning
Units
2
Issue
Not Cooling
Last Time Working
06/21/18
Last Filter Change
06/01/18
More Notes
Fan blowing but no cooling or A/C.
Claim Status:
Appointment Set
Claim Updates
CHW Representative:
(06/22/2018): Is there an update on this claim please ? There areas of the house are over 90 degrees.

(06/23/18 12:34 PM) Symone OConnor: Thank you for your email. Please be advised we are diligently working on locating a technician in your area.Thank you for being as valued customer of Choice Home Warranty. THE CHW TEAM.

(06/23/2018): I just wanted to confirm since we never heard back from a repair technician . To verify you have the right contact number it is [protected]. Thanks and hope to hear back soon.

(06/25/2018): We submitted this claim for no A/C three days ago and have had no responses form any repair service. It is well over 100 degrees daily and intolerable at this point. Please explain the delays and give us a service tech ASAP.

(06/25/18 12:49 PM) Jessica Exilus: Thank you for your email. We apologize for the delay. Please be advised that our dispatch department are diligently working on getting a technician to assess your unit. At times or technicians are overloaded with work. Once a technician is assigned you will receive and email with the technicians contact information. Thank you for your patience.

CHW Representative:
(06/25/2018): S & S MECHANICAL CONTRACTORS has been assigned to your claim and an appointment has been scheduled for Tuesday June 26th, 2018 between the hours of 03:00 PM and 08:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for S & S MECHANICAL CONTRACTORS is [protected]. Upon the technicians arrival you will be required to pay a $45.00 service call fee.

CHW Representative:
(06/27/2018): I have no idea why I received a message stating that my claim status had a missed appointment . That is simply inaccurate. A technician from S&S mechanical came to my home as scheduled and I met with him at that time . Unfortunately the service call went bad with the tech creating a conflict causing me to talk to his supervisor to resolve. I explained that the tech was argumentative and basically just trying to sell me new A/C units and not addressing my needs for the repairs. The supervisor was professional and courteous but the entire experience was upsetting and unfortunate. We have waited four days with no A/C in over 100 degree heat in our area. I must admit at this point I am disappointed in the service and lack of follow up to our repair needs. Please have someone contact me by phone if you have questions regarding this matter.

(06/27/18 11:45 AM) Danielle Hyppolite: Thank you for your email. We apologize for your experience and have forwarded this to the appropriate department.

CHW Representative:
(06/30/2018): I would like an explanation as to why we have gone over a week with no follow up repairs to our A/C unit under this submitted claim. We had a very negative experience with the original service company that was rude and argumentative and came out seemingly only to try to sell us new A/C units. I am sure this is reflected in our account notes. We have never had any follow up service or contacts since we brought these concerns to your attention. I has been in access of 100 degrees daily and portions of our home are intolerable due to the heat levels. Please schedule this repair ASAP and give us a status update on when we can expect the service.

(07/01/18 12:49 PM) Ashley Turner: Thank you for your email. Please be advised your claim has been sent to our dispatch department to secure another technician. We apologize for any delay this has caused. Thank you again for your patience and for being a valued customer of Choice Home Warranty.rnrn

CHW Representative:
(07/01/2018): ICY HOT HVAC LLC has been assigned to your claim and an appointment has been scheduled for Monday July 2nd, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for ICY HOT HVAC LLC is [protected] VALERIE. Upon the technicians arrival you will be required to pay a $45.00 service call fee.
CHW Representative:
(07/02/2018): I talked to a representative today and they said this had never been confirmed as scheduled for today. Can you please confirm with them and update us on the status?

(07/02/18 07:52 PM) Magdalena Trinidad: Thank you for your email. Please be advised your claim is in our system for a technician to pick up your work order. Once a technician has been assigned to your claim, you will be notified with an email and automated voicemail. Thank you for your patience and for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/03/2018): Can you confirm that we have a scheduled appointment set with Icy hot HVAC LLC. I got a message from Choice first saying they were scheduled to come between 11 and 3 yesterday and they never showed up . Now I am told it is scheduled for repairs now for tomorrow ( Wednesday 7-3-18) . I need the confirmation so I can take off work to be home and available. We have gone 11 days with no A/C and these repairs are critial, Please confirm the appointment with this company for tomorrow and let me know.

(07/03/2018): Please explain why it has been reassigned. We had a scheduled appointment set with Icy hot HVAC LLC. for repairs for tomorrow ( Wednesday 7-4-18) between 11 and 3:00. We have gone eleven days with no A/C in over 100 degree heat. We need repairs ASAP. Why has the appointment with Icy Hot company changed ?

(07/03/18 12:41 PM) Shiniqua Branch: Thank you for your email. We apologize for any confusion. Icy Hot will be servicing your claim and will reach out to you to confirm an appointment time. Thank you for being a valued customer of choice home warranty.

CHW Representative:
(07/03/2018): ICY HOT HVAC LLC has been assigned to your claim and an appointment has been scheduled for Wednesday July 4th, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for ICY HOT HVAC LLC is [protected] VALERIE. Upon the technicians arrival you will be required to pay a $0.00 service call fee.

CHW Representative:
(07/04/2018): Is this company still scheduled to come today as scheduled ? They said between 11 and 3:00 and we have had nobody show up or call.

(07/05/18 06:35 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/04/2018): Can you contact them to see why they are delayed and ensure they are still coming ?

(07/05/18 06:29 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/04/2018): I have called and left messages with no response

(07/05/18 06:35 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/04/2018): No call no show

(07/05/18 06:36 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/05/2018): Why have I had no responses to this claim. The company was a no call no show. We need the A/C repaired ASAP. We have been without cooling for 12 days. [protected] is our contract number

(07/05/18 06:35 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/05/2018): Listed as an appointment set but the company was a no call no show. Please schedule these repairs. My wife's health is suffering from the continued heat and high temperatures in our home.

(07/05/18 06:33 PM) FS Martin Lyle Cabalfin: Thank you for email. We have updated your claim to new appointment day/time. We apologize for any incovenience we might have caused. Thank you for being a valued customer at Choice Home Warranty.

CHW Representative:
(07/06/2018): New appointment day / time. When and what does that mean exactly ?

(07/06/18 02:39 PM) FS Johneil Hernandez: Thank you for your email. There is no new appointment date/time yet. It appears that we are still waiting for the new technician to be assigned to your claim after couple of attempt to submit a request. Our records indicate a reimbursement was previously offered. To review please click: http://news.choicehomewarranty.com/q/rl00lixa4cM720X_P0KIWthJwLtKlNJBHJEZcOJbWFybGFAY2hvaWNlaG9tZXdhLcnJhbnR5LmNvbcOIJIs2P9KgdZHOxgKvcXPBry2NMg . If you would like to take this option, please let us know. We have also raised your concern to the appropriate department to check for further option. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/06/2018): We are still in need of repairs.

(07/06/18 02:41 PM) FS Johneil Hernandez: We understand you are still in need of repairs and we are still checking for further option. Please refer to the our response prior to this. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/06/2018): ? any status updates

(07/06/18 02:43 PM) FS Johneil Hernandez: We are acknowledging this email and confirming there is no update yet but we are still waiting for one. Once update is available, you will be notified shortly. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/06/2018): ICY HOT HVAC LLC has been assigned to your claim and an appointment has been scheduled for Tuesday July 10th, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for ICY HOT HVAC LLC is [protected] VALERIE. Upon the technicians arrival you will be required to pay a $45.00 service call fee.

Kirk Guier
(07/06/2018): This company just called and said it is scheduled for another date and time . This is simply another example of a breakdown in communication on your part with the contracted companies I have to take off work to meet with these repair techs. Clarify your details and give a set date and time for service.

I called Friday, May 18, 2018, to sign up for coverage. A man by the name of Ralph answered the phone. After he explained the details he asked for payment of $33.75. I purchased a Walmart gift card and sent the payment of $33.75. He also said if I wasn't satisfied I had up to 30 days to cancel, and a refund of $33.75 will be returned to me. I called and Cancelled several times: 1st-spoke to Melvin on 5/22; and 2nd-spoke to Ryan on 5/31. Called 6/19 to Confirmed if a cancellation was processed. Melvin said that refund takes between 7-15 days. He said it was processed 6/1. Please send me my refund of $33.75.

Thank you

I WAS a new customer to Choice. In the 8 months since joining, I have submitted two claims- one for a water heater and one on an AC unit. Both were denied. The customer service on the 1st calm was pretty good- timely, polite and I understood the denial. The second claim on the AC unit was TERRIBLE from day one. I had to find my own tech (which I understand) -- no return phone calls, I submitted emails to link and no return contact. My tech submitted pictures, as requested, and no response. Finally after 18 days, I called in and after 2 hours on hold, I got thru. The nice woman on the phone explained they showed no record of pics being submitted but she would put me on hold and look into it. It was 4:45 p.m. She came back on and said, well the pictures are here but have not been viewed. I will expediate this claim and someone will get back to you. Well within 15 mins I got a form letter saying : Sorry - Denied. 15 mins! Now really.
I had 2 tech companies out to diagnosis, which I paid for. If Choice is just going to routinely deny claims, why put your customers thru this. I called the next day to cancell policy and this very nice agent convinced me that I needed to file an appeal and just have the claim viewed by a case manager. WOW- that was an experience. As a former school superintendent, when something reaches the stage of a case manager, it usually with the intent of having a fair minded person reevaluate and listen to the client. Not the experience I had. It took most of the day to connect with Tanisha, which I understand she was busy with other claims. By the time she called me in the evening, I felt like I was subject to the frustrations of her day. I found her tone hostile and basically she was telling me - the claim has been denied- no if ands or buts- so why did I even waste my time filing the claim. She basically just read the denial email that had been previous;y sent to me. I do not call that a fair reevaluation. I cancelled my policy, after Tanisha tried to "fairly" convince me that I had already pd for the policy and I might as well just leave the policy intake until it expires. She told me there would be no "refund" of the unused portion of the contract life. I told her I did not care- please cancel because as far as I was concerned I had no coverage anyway. Okay- then I get a follow up email saying my policy has been cancelled and I should receive an applicable credit of fees within 15-30 days. I'm exhausted dealing with the back and forth. I just feel like the customer service has not been of quality, and the basic contract seems to exclude almost anything that I would need coverage on. Greatly disappointed.

I am a licensed certified HVAC contractor in Alabama. This company is a fraud! They owe me money for work performed and refuse to pay! It takes over an hour wait time to get someone on the phone and they deny legitimate claims! I accepted 13 jobs from this company and they denied 12 out of 13 claims! Legitimate claims from customers that need their A/C repaired! My last conversation with them said they would send me a check in 365 days from now!

I am filing a class action lawsuit! Anyone who reads this and has been done wrong by this company, please call and join me on this class action lawsuit! My direct number is [protected].

this company will not pay for ac repairs, they will come up with a reason not to pay

I got a house May 2017 and had everything in the house repaired, AC included, home was inspected and AC and heat worked Feb 2018, called choice warranty because it wasn't working in I think May, and they turned down the claim saying it was on going problem

first of all how is it a on going problem if I just got the house?

I even showed them receipt I had work done

it was working fine Feb 2018 when it was checked

they say they pay for old items that's a lie also

60 crystal river drive riverdale ga
[protected]
I paid the claim can I have my money back