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Nothing positive, just negative points. How does the Government allow a company like this to stay in business. They have it down to a science. The three "D's" of the insurance company. Deny, Delay and Defend against. They have a whole staff that will wear you down. I don't think they are allowed to do business in California but they somehow do. If they had fixed my refrigerator like they were suppose to I would not have known what crooks they were and would have renewed my policy. They would have been ahead hundreds of dollars. Still trying to get my money back.
Recommendation: Stay away from CHW and check Complaints Board for a real home warranty company
Stand Alone Frigidaire Freezer bought 5/2022
Installed 8/2022 with our kitchen remodel.
Freezer working and making ice until 5/5/2024
Claim made with Choice Home Warranty (CHW)
Claim Number
Claim Date [protected]:43:19
Claim Issue Failure-Unit is not Cooling-Freezing
Thursday May 9th, 2024:Technician came out . Could not fix had to order part.
2 weeks later Part delivered
Tuesday May 28th, 2024. Same technician out - part inserted. Ice maker functioning properly and no water leaking.
6/28/2024 - It was again noted that the Ice maker was not working and water was leaking from under unit.
Claim opened with CHW:
Claim Number
Claim Date [protected]:54:47
Claim Issue Failure-Unit is not Cooling-Freezing
7/3 technician arrive and 'fixed' unit. Stated supply line was freezing.
Later that day it was again noted that the ice maker not working. Water and ice were leaking into the ice bin and drawer below. Also water leaking from under unit.
CHW contacted
Their response was: Sears Home Services has been assigned to your claim and an appointment has been scheduled for Monday July 8th, 2024.
I arranged to have it moved up to 7/5 via the automated scheduler.
The technician from Sears arrived and was informed that we would not pay 75.00 fee as this was incomplete work from previous visit. Technician wanted payment and refused to look at anything. We requested to speak with his boss. The technician left, went out to his truck and drove off. He will not answer phone messages.
Water is still leaking onto floors (2 years old). Multiple call and chats with CHW.
Basic response:
Hello , we sincerely apologize for the frustration and inconvenience you've experienced. We understand the urgency of your situation and are actively working to address your concerns. We are committed to resolving this matter as quickly as possible. Thank you for your patience and for being a valued customer.
Phone conversations resulted in much the same.
On 7/6 we reached out to an independent repair person who came in at stopped the water leaking. That was $100.00.
As of 1145 7/7 still no appointment scheduled by CHW.
We scheduled one with Sears on our own for 7/11.
At 1158 on 7/7 received a call from CHW stating my appointment with Sears was 7/8.
When calling sears automated system - there was no appointment for 7/8
When challenged they stated it was for 7/12. I informed them I had one for 7/11 and I would keep that one. Their response:
Hello , we sincerely apologize for the frustration and inconvenience you've experienced. We have confirmed your appointment with Sears Home Services for Thursday, July 11th, 2024. You will not be required to pay a service call fee for this visit. We understand the urgency of your situation and are committed to resolving this matter swiftly. Thank you for your patience and for being a valued customer.
These claims each have over 100 'chats' with CHW trying to get this resolved. At least 25 phone calls with no measurable progress just cut and pasted responses.
Still not working
We also set an appointment with Electrolux for 7/15 just to be safe. That was $99.00 out of my pocket CHW will have to reimburse me for.
It took until am of 7/9 just to get a way to contact Sears
7/11
CLAIM # [protected]
Just to add insult to injury!
Sears showed up - CHW entered claim wrong they wanted me to pay AGAIN. They left with servicing freezer because I refuse to pay.
I call 'Office of the president ‘ Matt Turner was a bit put off that I bothered him, and his initial response was - I'll cancel your policy since it seems you have so much trouble with CHW. He was condescending and appeared to want to just get off the phone but argued with me about everything.
I took day off for this call and lost wages! This is the second time!
I need help from an executive who cares about a customer!