Choice Home Warranty review: Vendor non-payment

For the better part of 9 months, we received calls daily, asking "when is your next available appointment time". At first I had no clue who these people were calling me multiple times a day, even after telling them to stop calling. Eventually I entertained the conversation, however once I was told they operate on a "Net Pay" system, I declined with explanation. The calls stopped for a little bit, only to pick right back up. The next time I entertained the conversation, I was told that "if approved, I could be paid as a credit card tech" and I would "be paid as soon as the jobs were completed". After being asked my rates and asking some questions myself, to understand how things would work, I decided to take the chance and see if it would work for us. There was never a onboarding process or any kind of training for the CHW/Rely vendor site, I received a one page email, somewhat explaining how to process my payments from CHW/Rely.

The first two jobs, there were a couple kinks in how I submitted my diagnosis because I was never told the do's and don'ts. However I was then told when I asked about payment, that it could take up to 48hrs. This IS NOT what I agreed to, however it was still all new, so I gave it some time. Then comes the 3rd job, which was further than I go out from my area but I took it because that is how I am. I get there, troubleshoot the exterior lights that weren't working, submit my diagnosis, only for it to be denied. Apparently "exterior fixtures aren't covered", however they still sent me out to the job, never explaining this to me. I explained that it was the wiring that was damaged, however that did not matter. So I spent 3.5hrs round trip, for pennies. I was instantly sent the link for the remaining balance of one hour, the problem is, that the rate they paid me, was much lower than my rate, which I was told I would get even though it was denied. I did a couple more jobs, however the links weren't sent out right away. I was told that it had something to do with my outlook account. I spent hours going through my email, to see if I had something locked or blocked and found nothing. I was getting all of their other emails, just not the pay link. Finally I gave them a personal email and the payments links started coming in.

Fast forward to date and I have done a total of 10 jobs, only being paid for the first 3 job listed above. On Dec 7th or 8th, I noticed a random message in my portal, telling me that they were changing my email back to the original email, you know, the one that did not work to begin with. I responded asking why they would do that without my knowledge first and that the email did not work, yet the personal email did work and things were finally working as they should. Since then, it has been a nightmare. I've been told that it would be escalated, however that never happened. I called on 12/11 asking why they would change things like they did and i was told "it will be fixed asap". I did not bother them for a week, finally calling back on 12/15. I was yet again fed some nonsense and lies again.

Here we are into this week and yesterday I was "promised" by Taylor, that I would not only receive a call by last night but I would also receive my payments last night as well, I am still waiting. I called again today and was told that Taylor was "at lunch", which is funny considering I was told their hours to speak to a live person, are 11a-4p est. Who takes a lunch for 5 hours of work. I then asked to just be patched through to a manager, the response I received was "I can submit a request and if approved, someone will call you in 24-48hrs". I have been waiting on a call from a manager, for well over 2 weeks now. They apparently called, however they called my office managers phone, said they would "call again tomorrow", never happened. Then when I called to ask why they changed the number to call, nobody could explain.

Now here I sit, having to write this complaint, when I have done everything right by them and the customers. I have been blamed for what they have messed up, IE the email change and original email issue with outlook, the phone number change etc. They have not taken accountability for anything that has happened. I assume I can give up on receiving my payments owed to me by CHW, so I will be sending the customers a bill directly and then I will put leans on their properties if needed.

What is upsetting, is the fact that I never reached out to them to obtain a workload from them. I was given a sob story about all the work orders in my area, that aren't being handle by anyone else, so I assumed this would be a great way to have additional work coming in. I was told so many conflicting things in the beginning, that then changed as we went on, only for each CHW rep, to treat me as if I am the problem or as if I am not smart enough to understand common sense. The issue was never me, it has always been CHW and their POOR lack of respect and customer service. I am a one man company, with a secretary, the money owed to us, is very much needed at the moment and even after explaining some personal reasons as to why it is so important, not a single person I have spoken to, has given a single care about anything I have told them, instead it has been broken promises and lies.