Choice Home Warranty
Reviews and Complaints

I have been a top producing Real Estate Agent in the Austin area for nearly 23 years. I never fail to be amazed at the lengths a home warranty/residential service contract company will go to to avoid or decline coverage even on the most legitimate claims. In this most recent case, a long term client purchased one of the most deluxe plans possible from Choice Home Warranty, when purchasing a high end, recently built, quality condo in the Zilker Downtown area of Austin. From the Sellers Disclosure, through professional home inspection in addition to professional HVAC Technician of good reputation inspection, The Thumbs Up was given to the HVAC system, all working properly and documented. But, even after that, Beware the fine print that says rust will be a cause for decline of coverage! What HVAC unit in the world will not show some rust on the coil system if it begins to leak or fails!? This whole industry seems to be suspect, But Choice Home Warranty is now on the Top of my Sh.. list and believe me when I tell you, that the 200 Agents at my firm will hear about my clients experience at the Quarterly Meeting this week. Really bad marketing decision Choice!

Hello James,

I'm gonna take a moment to introduce myself before I describe my initial experience with your company after having switched over from American home Shield. I'm not real big into to tooting my own horn or sing my own praises, it's not humble. I do want you to ostensibly understand what kind of consumer I am and also understand that I typically have a 10 to 1 ratio of positive emails and letters of commendation to companies that have take care of my family and I, as opposed to what you will read below. I am a public servant, a former school principal, who left my position in leadership to be of more direct service to those in need. I'm a special-education case manager and I teach secondary language arts, so I in particular appreciate the importance of values in action. I received the gifted and talented rising star teacher of the year award some years back because my students, parents, and leadership saw a common vision for doing what is right for others. That is precisely what I am missing in my initial experience with your company sir. The values are lacking in how your employees deal with customers, and whatever vision you seem to purport, does not trickle down to the initial customers experience.

After many years of working with American home Shield, wherein they had done right by my family until we had a problem with our guest toilet system, I got a phone call from one of your sales reps after I put in an inquiry online.

The sales rep and I, and I am unsure if it was perhaps a subcontractor that works for you, but he was extremely knowledgeable, thorough, and kind in answering my extensive questions. My questions centered around our air-conditioning system problems and heating problems because we live in a home that has older units, but they have been serviced exquisitely by American home Shield and Vanguard, the two warranty companies that I've worked with since taking ownership of this house four years ago. As such, they have been maintained excellently, and I have service records going back to show that we have done our due diligence and there were no pre-existing conditions before I made the mistake of calling in a claim with my new home warranty company, your company, which absolutely falsely represented what was and was not covered when I initially spoke about switching companies to your sales rep.

In a nutshell, our air conditioning unit stopped cooling at the beginning of this week. I had just cleaned out the drain pipe with a quart of bleach, and replaced the filter, as I do on a monthly basis to stay ahead of any problems.
Last year, something similar had occurred when I was with American home Shield, and they had somebody out the next day. It turns out that our coil in the upstairs unit had become corroded and that frozen over. I'm shield chemically dipped it, refilled it with refrigerant, and got us back up and running! When I spoke with your sales rep, I specifically referenced the type of contract that I had with American home Shield in the coverage on my air conditioning and heating units. I was concerned that due to the difference in price, the covered services would not be comparable, so I specifically requested that he specify what was not covered because I needed to be sure that the coverages were comparable.

I asked the same questions several different ways and each time he responded in the affirmative. He assured me that anything home Shield covered under my last contract, would be covered under this new contract. I specifically asked questions about the ac coil and whether or not there were any hidden costs, fees, or there any exclusions under this potential contract with your company that would prevent any work from being done on the air conditioning unit in regard to the AC coil since I knew we had had issues with that the previous year. I was assured that it would be covered as long as there are no pre-existing conditions and we have kept up with our maintenance.

He said that I would need to read my contract and direct any more specific questions to the representative within Choice Home Warranty, as he was a vendor working with the company, so I did exactly that with someone internally with Choice Home Warranty. Does this mean that because he said take the 30 days to carefully read my contract, that he is allowed to flat out bold face lie and this represent what was stated in those first few phone calls when I was considering switching? He also stated there were no exclusions in this regard and not to worry. He emphasized that there was a 30 day trial period where I could not call in any claim and to please read my contract carefully during that time. I made the mistake of taking both of their assurances at face value.

A few days ago, M and M Comfort control air conditioning and heating came to my home. They were quick to take my $60 and slow to be thorough. He didn't even check the outside unit, simply went straight to the upstairs unit, called the air conditioning coil, had a brief conversation with me making it sound like there wouldn't be any issues with getting us up and running in the next two days, and was it out of my house in under half an hour. I watched him as he showed me that there was some condensation, but mainly a lot of rust/ corrosion my coil and said it needed to be replaced. I offered to take out my records from American home Shield to show them all the work that is been done and explained that the coil had just been asked to dip last summer for the same thing, expecting that he could either ask dip it or replace it. He specifically stated as I questioned the coils function and purpose that every air-conditioning units in the world of this nature has rust and condensation outside the coils based on their function. He did so because I was surprised to see any level of rust after they been chemically depth and put back in GOOD WORKing order last summer by American home Shield. Two things came to mind at this juncture. I knew this was expensive part because American home Shield had said that if I had another issue with it, they would probably just decide to replace instead of repair, so I had faith that my conversations with your two representatives had an accurate.

I was absolutely wrong! Much to my family's pain and suffering, as we have four children, the youngest, my son Aiden is seven years old and has severe allergy problems. The temperatures not household 90° as we waited in good faith for the part to come in. The day before yesterday, I received a phone call from one of your representatives regarding the repair. I called you back immediately and I immediately saw what people are referencing when they complain about your company online. Your representative explained to me that this was excluded in my contract, would not listen or be respectful when I asked her to pull up call logs or get a supervisor on the phone Who could investigate the situation because what she was saying was directly contradictory to the discussions I've had prior to signing up for service with your company. She wasn't just curt, she was rude. Her attitude towards my four children being stuck in 90° weather after I had assurances that this type of thing would be covered fell upon deaf, uncaring ears and she was quick to dismiss anything I had to say, not even letting me finish my sentences, I believe she was attempting to escalate this dispute as she began yelling at me, and when I asked to be transferred and threatened to cancel because of how I was summarily being dismissed after those assurances of been offered, she put me on a 45 minute hold, and then I was disconnected after waiting. I called back and was put on hold again and disconnected again. The simple fact of the matter is that I did my due diligence verbally, representatives from your company summarily lied to me, and now my family is suffering in 90° weather with a repair that at the very least should be made if your company was unwilling to replace the coil because it is a costly part. You can rest a sure that this is not the last time that I'm going to follow up on the promises that were made to my family and I. Simply kicking back in saying read your contract does not excuse your company from the verbal assurances I was given, and if anybody actually cared enough to do what is right by the customers you work so hard to attain, then somebody will be looking at those call records to help protect the customer in this case. I have done no wrong. I have paid my monthly fees and my out-of-pocket deductible's, and I receive nothing but heartache and discomfort, as we are now taking my son to the doctor because his allergies and asthma or acting up due to the human environment were being forced to live in as a result of your companies misrepresentation, negligence, and lack of basic professionalism in fielding a request for something very basic. Commonsense dictates that if every air conditioning evaporator coil has some rust and condensation on the outside, that when I asked about that part being excluded, I should've heard a yes and been told that that is specifically excluded because I would've never made the error of judgment in believing what your two representatives very clearly stated multiple times when y'all were attempting to earn my family's business as a new customer. I may not always do the right thing, but you can be damn sure that want to comes to the people on the trusted to serve as an educator, I would've never perpetrated the untruths that your representatives did, much less what I have been so unyielding and rude when a customer told me that something had been misrepresented or falsely stated when attempting to signed me up. I think it goes beyond unconscionable that this seems to be the excepted practice within Choice Home Warranty. I challenge you to look up my call records and you will quickly see that I am not incorrect in restating what I was told when I signed up for your service. These are the kinds of negative interactions that leave people with a bad taste in their mouth, and makes them less willing to believe in the basic honesty and goodness of others. Fraud purposes and intense, what's your company provides has been misrepresented, falsely portrayed, and is now not even up for discussion regarding my family's case. I was denied the right to speak to a supervisor, I am transferred and then disconnected every time I call to follow up, but I am not going away quietly. I would expect as a business owner who takes pride in his mission and vision, that perhaps you might be the person in a position of authority to actually do something about this injustice. Please feel free to contact me directly on my cell phone at 210–849–2866 as I am a reasonable, rational, levelheaded man who is willing to entertain some sort of meat in the middle solution. Well I will not except, and will not silently fade away from is the misrepresentation and [censor] and that your company has caused my family. Looking forward to hearing something other than a canned response from your PR department since you prompted people to contact you regarding issues with your company online.

Respectfully,
Michael David Tamaren, M. ED.
[protected]

Sent from Yahoo Mail for iPhone

7/15/17 I was contacted by Choice after an online quote request. At first Sales Rep was very nice and after continuing on would not accept "No" as an answer as I would need to speak with my wife before moving forward. I would try to say something and Rep would talk over me. If this is a precursor to their customer service I will not use them as a home warranty company. I see very good comments and very bad just the same when researching them but seems to be a 50% good to 50% bad.

I switched my home warranty contract to this company after much discussion with the representative as of 5.1.17. I was looking to switch because the company I was with did not have service technicians in my area. The representative assured me that this was not the case with their company and assured me that they had 24-48 hour turn around time. I logged in 7.12.17 at 9:15 pm online to make my first claim and received no information so I called after noon on 7.13.17 to check the status as online still just said processing. I was informed that it could take them up to 48 hours to process the request for service. I explained that I was told that there was a 24-48 guarantee for service, the representative put me on hold and came back and said it would be until 7.26.17 before someone could come to look at it. I explained again the guarantee I was given when purchasing the contract. I then spoke to a supervisor who told me there was nothing I could do unless I wanted to pay for the repair and if it was approved they would reimburse their approval fees but it would take 30+ days. I told her that I felt like this was unacceptable as I have already paid for the contract to cover those repairs and I should not have to pay and wait for them to maybe reimburse. She didn't say anything put me on hold which I stayed on hold for over 40 minutes. I then hung up and called back. I spoke to 3 different representative who told me that they could cancel my contract but I would only get back the prorated amount. I explained that I wanted a full refund since what I was sold was not what I was told I was purchasing and I had only had this contract for two months. They assured me that there was no one else that I could speak with because the only other person would be the CEO and he doesn't talk to customers. I was then disconnected. I have reached out online but have not yet received a response.

I called CHW to file a claim. After sending an electrician, they tel me it is not covered when I have a recording saying this is covered. They have the worst service and should be shut down.
If you google them you can see ALL their complaints
They sent out an AC person to fix my AC it turns out the wire from the air handler shorted . The AC guy did a temp fix and told me to call CHW to send out an electrician. They denied the claim although I was told DC elect. was not covered but AC elec. in the home was covered except for intercom, and doorbell. I have this recording saved.

I called home warranty 9 days ago because my a/c stopped cooling. They sent a tech who said the a/c needed service because it was not running. He completed the repairs which last 4 days. He came back and said I had a leak and filled it with Freon. Three days later it stopped cooling again he came back and said the evaporator coil was leaking. Company said the tech said the unit was old and did not recommend repairs. Company offered me $570 for me to get it repaired or use money for a new unit. It is 95 degrees outside and the check would take 30 days. Heat index is 101. Check cannot be expedited, not their policy. Policy states if repairs cannot be done they will replace unit. They will not honor their warranty.

When we singed up in 10/05/2015, we told them the service area. Once we were vendor then they were given us the area we don't service. We called them and spoke to Scott. He told us he will give us the payment after his meeting and the area we service they don't have work. The next day called and I found out that he was not with the company. I spoke to another manager. He told me that there is work in the area we service. Again it was the area we don't service. Called them again told them we can't work together. Told us that we will get the payment in a year. Told them that I had Invoices and can't invoice them. He said that is fine they have the work order and they will process them and we will receive the payment. In one year called them for payment and told me that those invoice that I couldn't bill we were not going to get pay for. Told them that you guys block us from doing invoices online and I was told we will get pay for it. They didn't pay us. They owe us about $3000. I will not recommend any contractor to work with Choice Home Warranty.

Please do not! use this company. They do not cover anything. Have a dishwasher that needs seals replaced, They dont cover seals. What do they cover.
A big rip off and scam.

Put in a claim for my pool, that was not functioning properly. Not covered either.

The money I am paying them I could have it all fixed.

I wish I had never signed on with this company

I am a retired U.S. Army disable Veteran,

I suffer from breathing issues that has disable me from the military. My AC unit is not cooling my home that is needed for me and my wife. I was told by the customer service representative that no one will be available until Monday that I find to be unacceptable service.

From this service that is being provided I can on say that this company has no concerns for the customer but only the money. I am so disappointed with the service.

I am unsure why this company has the title of a Home Warranty Company when the list of exclusions is 3 times longer than what is actually covered. It is truly a joke! The caliber of “professionals” sent to my home was subpar to say the least. And if you're lucky enough to meet the requirements for a claim, I would advise anyone to lock up any valuable when anyone sent by this company comes to your house. They are questionable to say the least! One company (2 men) came out at 8:30 at night! I've only had 3 claims and it appears that none of the businesses have been official. It seems that the technicians are also the secretary. On my final claim, which was my last straw, I called the assigned electrician 4 times in attempt to schedule an appointment. He told me each time that he would call me at a certain time with a time he was coming out. Two weeks later, still no service or calls from this “electrician”. I called the company to ask for my claim to be assigned to a different company and was told he was the only one in my service area. I live in a very large city and this electrician had the area code for a neighboring state! After expressing my disbelief and anger, I was told that I could call someone out, pay myself and be reimbursed. I explained this is dangerous since every claim I have submitted has been denied and not paid. So after 6 months of just giving money to this company, 3 claims, NO paid claims at all….. I called to cancel. Save your money and please do not read the reviews from their site, they are hand -picked and do not express the real stories.

Mr smith plummber [protected] he sent a thug out and the young man lied and said he was going to bring me a part out for my stove but he came out for plumming issues and said he could look at two things so he looked at plumming and stove and had me to give him my model number of stove and never returned my call.. on top of that I told me smith I didn't know where the leak was coming from he sent an un experience person out that didn't know or look at anything he just collected my $60 dollars I told mr smith he should have sent someone out for a leak detected and I tried to tell him about the man he sent out never brought my part back he said the man don't do stoves I said well he lied to me and he got rude with me and been treating me like [censor] because I wouldn't sign papers to fix plumming issues until I could find out about my insurance everybody else on my claim has been nice besides him so now imma drop my home warranty with yall and go elsewhere because I shouldn't have to deal with this kind of treatment.. claim number is [protected] 7215 Harold walker dr Dallas tx 75241 I'm paid up for a year and I won't be renewing imma see if I can cancel early and get a refund

I just want to advise how disappointed I am with this company. I put in a claim with the company regarding a plumbing issue and the guy they assigned never showed nor did he call to advise otherwise..so I contacted choice warranty back and they said all they can do is contact the plumber who advised her he was behind and will be there in two days and once again no plumber ..but this time I have a toilet leaking so bad into my basement it ruined boxes of clothes and house hold items, I had to place a large trash bag on my washer and dryer which cost around 2300 to prevent further damage from the leak. Very unhappy with the lack of concern with this company. I also adv them the water takes a hr to go down in the drain in the kitchen and you cannot live in that kind of environment with young kids and a heart patient. But no one seems to care.

On Thursday, June 29, 2017, I called Choice Home Warranty (CHW) to report my broken air conditioner.

On Friday, June 30, 2017 at approximately 12:45pm, the assigned vendor, San Luis Air Conditioning (SLA) no pun intended, arrived to evaluate my unit. the technician reported I needed a new compressor. He went on to relate he could not replace it without approval from CHW.

Considering I live in Yuma, AZ, arguably the hottest place on the planet, I hoped CHW would make air conditioning repair a priority. Unfortunately, that was or should I say, "is" NOT the case. Why? Let me explain.

The tech informed me that timely repair would depend on when and if CHW approves the compressor replacement. At any rate, the earliest it could be done is on Saturday, July 1, 2017. I informed the tech that I'd already taken one day off work to have the unit repaired, not anticipating the a review process by CHW. I couldn't take another day (loss of pay) for him (SLA) to fix it. Consider also that the upcoming weekend is a holiday weekend so the earliest my unit would be Wednesday, July 5, 2017, a whole five days to roast in this Arizona heat and to repair my unit. Do I need to reiterate where I'm living and why?

I called CHW to complain, the representative (rep) told me that there are likely other customers in my area waiting for service so the company (SLA) doesn't have time to be concerned about my issue. That's funny since other customers didn't make my payments to CHW. Also, why should I be concerned about SLA's scheduling problems. This repair will cost me dearly with loss of two work days and the so called "small service fee." Other than me, who's concerned about that? This is woefully inadequate customer service. Do I have to tell them to allot enough time between calls to efficiently and effectively address issues, and to adequately respond to their customer's concerns?

The rep goes on to tell me he can do nothing until SLA sends them the required paperwork...(more down time). This is infuriating since they advertise their customers can expect repairs on the same day. That's laughable and less importantly, a bold faced LIE and borders on false advertisement. But that's an argument for another day. CHW does not mention it is only concerned about whether they have to spend some money to repair or replace.

The whole reason homeowners subscribe to companies like CHW who advertise repair or replace need items with one phone call. I am very disappointed in CHW and it's claims to be a credible and reliable business. Situations like mine can only interpret the way they deal with their customers amount to a scam.

The following is a chronological list of my dealings beginning 6/30/17:
4:37pm - Rcvd call from SLA stating they're still awaiting call from CHW about whether they will replace compressor.

On Monday, July 3, 2017, I contacted both CHW and SLA to get an idea about how much longer it will take to repair my air conditioner. They both played me against the other. CHW claims the only just received the “diagnosis” from SLA. When I made the follo up phone call to SLA, I was told SLA submitted the “diagnosis” to CHW on Friday, but when SLA contacted CHW on Monday, July 3, 2017 SLA related they were to, d CHW had no information. Later on Monday, July 3, 2017, I received a phone call saying CHW will not move forward on my unit because the problem was caused by over heating and cold have been prevented by routine maintenance. The replacement compressor costs $1, 300.00 which they obviously did not want to pay. I am outraged by their failure to live up to their part of the contract we have together. I have always kept up the routine maintenance on my units. Couldn't it be that the unit is over 13 years old which is pretty average for a unit working in this Arizona heat averaging 116 degrees. I believe CHW is complicit in refusing to replace the compressor and hereby filing a formal complaint.

My name is Rosie Oliver I live in Pearland Texas and have had CHW for 3 years. This past Feb my ac started to have issues so I called and filed a claim with CHW they came out and did some repairs and left. In March it happened again so I called again they came out added Freon and left. A few weeks later in April it went out again this time they stated my compressor was grounded and it was not covered because it was not wear and tear. I explain to them that I had 2 calls before why was that not looked at so prevent this from happening since the whole time my compressor was working fine I’m Feb and March when they came out. They told it me was not wear and tear and it was not covered that was it. We waited 11 days with no AC calling them trying to get them to help they offer to pay $275 towards the replacement but that was it. I had to get a whole new condenser and compressor costing $4600.00 out of pocket. Ito get that money I had to refinance a car that was paid off and think that this is fraud what they did. They could have prevented this from happening if they would have caught the issue in Feb or March instead they bandaged it until it failed so the could state it was not covered. I would appreciate any help you can give me. We bought this for big items like this failing and I think I was wronged in how this was handled.

I contacted Choice on June 19th. I just wanted a year but the salesman (Jeff) just kept going over better offers. After I final got the year I gave the salesman my credit card number more than two weeks before their service was going to start. I told him Choice had sent me offers for 1 month free and 15% off and he said he would give me both. His initial price was $450 and his eventual price of $425 was quite a bit more than it should have been. I e-mailed him about not getting the correct price and having my credit card charged 14 days before the contract was to start. He responded he would check with his manager to get the best price. Never heard from him so I e-mailed him back saying I just got an offer for 15% off and that was as good a price as he gave me so his deal was not so good. I also told him he did not offer monthly payments. He told me any more questions I should contact customer service which took several days (Initial number called put me on hold where I waited and finally hung up.) I finally spoke to someone to get the contract cancelled. She sent me an e-mail saying my credit would take 15 - 30 days to process. What a bunch of BS - they charge my card immediately more than two weeks before service starts but take up to a month to give me a credit. I wonder if the date of the credit will be the same as when it was charged or weeks later.

Do not use choice home warranty! They are a complete scam. Thank god that I didn't buy the 3 or 5 year plan. I stuck with a one year plan. I purchased a warranty with choice home before my previous home warranty expired so as not to have a lapse in coverage. They were about $300+ dollars cheaper than my previous home warranty. I was upfront with the sale lady and informed her that two of my ac units were original to my home which was built in 1995. She informed me not to worry that choice home would cover my ac units. Well, a month into having the warranty, one of my ac coils went bad. I called them and they sent out a tech. He didn't want to even look at the unit. His choice of action was to charge me $120 for a float shut off and not even diagnose what was wrong with the ac unit. After I asked him to diagnose the issue he informed me that choice home warranty would deny the claim no matter what. I even heard his boss tell him on the phone that choice home would deny the claim. When I talked to choice home today, they called me a liar and accused me of committing fraud. I cancelled my policy only to be charged a $50 administrative fee that I was never informed of and a one month prorated charge. Over $80 for no help at all. It took me three phone calls and one month just two get a contract. I am going to report choice home to the texas state attorney. This company should be closed down.

After requesting repairs of my air conditioner it took this company a WEEK to decide that the
AC Compressor had failed for reasons other than "normal wear and tear" denying repairs (Clause A2). The unit was more than 20+ years old and the compressor failed in the middle of a Heat Wave leaving my invalid wife and elderly mother-in-law without AC for A WEEK before deciding the AC compressor could not have failed from "NORMAL WEAR AND TEAR" after more than twenty years of service. A rotating piece of electronic equipment with sealed bearings does not just decide to freeze. IT WEARS OUT! How is that NOT "normal wear and tear"? Just learned Choice Home Warranty is NOT BBB accredited.

In August of 2016 I put in a claim # [protected], and they came out and replace a compacitor. How ever it was only a bandaid because it still did not blow as cold as my other unit, had it's compressor replace two years prior by anothther Home Warranty Company. By the way we left them because an acquaintance recommended Choice, stating they were better. I now regret that decision. Both units are Carrier Units and are 21 years old. I did some investigative reading of complaints against Choice and discovered 90% of them all read the, claim denied due to improper maintenance. Hog wash. I change filters every two months. Not sure what else I can do. My specific complaint is in two parts. #1 Unsatisfactory Work with Unsatisfactory Results. #2 During conversation with a customer service representative, while trying to explain my concerns, I received an argumentative and rude response ultimately resulting in a hang up ending discussion, leaving me with a dangerously high Blood Preassure. I do not anticipated any satisfaction from this company, however it is sad that I'm locked in for 3 Years since we stupidly paid in advance.

Contract #[protected]. Patricia Ryan, 900 Premier Dr, Panama City, FL 32401. I cancelled my contract yesterday. What is the pint of paying you $35/mo if you deny EVERY single claim I submitted. I thought this was to protect home owners f ry on unnecessary expenses. When you denied my AC claim [protected] yesteray it was the last straw. I am telling everybody I know to stay as far away from your group as possible, it's all a scam.

I filed a complaint against Choice Home Warranty last week because they denied my claim to fix or replace my 26 year old a/c. They said that the claim was denied because I did not maintain the unit properly. I did some research and found that the average life expectancy of an a/c unit in Arizona lasts between 12 - 15 years. Mine lasted 26 years which is amazing! Therefore had I not serviced it annually, there is no way it would have lasted that long! If a person lives to be 100 will they be blamed for dying due to lack of maintenance? I also sent Choice receipts of service calls for the past 7 years just to be proactive and make sure they wouldn't try to deny the claim. They never even looked at the receipts and still accused me of the freon leaking being a result of lack of maintenance! I was outraged and that is when I filed a complaint with the AG. I continued to reach out to them and spoke to a senior claims specialist by the name of Russ. He was very upset and barked at me "You contacted the AG's office?" He offered me $1, 500 as "goodwill." I told him that would not cover the cost of replacing an a/c unit. Their ads claim that appliances regardless of age will be repaired or replaced. He then told me to read the fine print that $1, 500 is the maximum amount they will pay out stated in the contract. I am attaching a couple of paragraphs of their advertisement stating clearly that replacement is an option if the unit can't be fixed. There is no way that an a/c can be replaced for anything less than $3, 000...and that would be a very cheap a/c unit. It has been 110 degrees this week in AZ and I had to finally purchase an a/c. I called in my claim last Friday and was jerked around all weekend. I doubt they will even pay for the $125 emergency service call from last Saturday evening. They gave me an emergency authorization claim number to have an outside company come to try to fix the unit. I had to purchase a unit that cost me over $5, 000. I would have accepted $3, 000 and added to that amount to get a better quality unit. I wouldn't expect them to install a high quality unit. Here is the verbiage from one of their ads which I think is deceptive:

"Air Conditioning Repair or Replacement with Home Warranty

With the assurance that your air conditioner is covered, the next big question is whether your home warranty will repair or replace your air conditioning unit. Your air conditioner technician will always try to repair your air conditioning unit first, if possible. Any time an HVAC unit can be repaired, it will be. But if your HVAC unit is beyond repair, your warranty also includes the installation of a replacement unit.

How to Get Your Air Conditioner Repaired with Home Warranty

If your air conditioner is struggling, not working, or needs service, call the Choice Home Warranty claims department 24/7/365 at [protected], or submit your claim online. You will be required to pay a $60 trade service fee for the claim directly to the technician. The technician will assess your air conditioning problem and take the necessary steps to repair or replace your HVAC unit so that it is in good working order and your home can cool down to a comfortable temperature."

My claim is now for FALSE and DECEPTIVE advertising! Russ told me it was my fault that I didn't read the fine print in the contract claiming $1, 500 is the maximum amount paid out but their ad clearly states REPLACEMENT if the unit can't be fixed. That is a huge contradiction and bait and switch fraudulent advertising in my opinion.

I had my claim escalated to Tracy Mleczynski who is the mediator and assistant to the President of Choice. Their company refused to give me the President's contact information. I did see three principals of the company named in a judgement from 2015 through your office penalizing them for almost $800, 000. It appears that their advertising and deceptive ways have not changed! Tracy was supposed to call me Monday afternoon but I never heard from her. I called and emailed several times on Tuesday and was promised she would call me back yesterday but she never did. Additionally, it appears she BLOCKED my email so she would no longer have to correspond with me. I think that is outrageous and extremely unprofessional. I want her to explain to me why their advertising claiming replacement contradicts what the contract says. Tracy's email is:[protected]@choicehomewarranty.com. They want me to settle for $1, 500 which Tracy claims is "good will." I think it's a bunch of baloney! They need to back their REPLACEMENT claim. I will not settle for less than $3, 000. Your help would be appreciated. I think it is deplorable to cheat consumers. I have read so many complaints online about customers being cheated just like me.

I think it is imperative to file online complaints to the AG's office in NJ and your state! They were sued by the NJ AG's office to pay out $780, 000 and change their business practices. They haven't apparently.

I have been going back and forth with Tracy, the mediator for Choice who is the assistant to the president. She told me if I didn't accept the $1, 500 by today, the offer would be retracted. She had to reply to the AG's office in AZ today and wanted to let them know that I settled and retracted my complaint. I will not be bullied. The offer was made and I should be able to take it if I choose.