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Choice Home Warranty complaints

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2147 Route 27 South, 4th Floor
Edison, NJ 08817 | Get Directions

(888) 531-5403

http://www.choicehomewarranty....

24 hours a day, 7 days a week at (888) 531-5403.

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Total Amount in Dispute:
$737,400.00

Total Amount Settled:
$5,069.00

Complaint Experience

51%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

234 complaints against Choice Home Warranty closed in last 3 years.

Complaints	Type of response
6	Making a full refund, as the consumer requested
2	Making a partial refund
63	Agreed to make an adjustment
5	Refusing to make an adjustment
49	Refuse to adjust, relying on terms of agreement
108	Unanswered

234 complaints against Choice Home Warranty

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4/8/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $2,928.77 Amount Settled: $2,928.77

Customer Complaint

4/5/2024

We filed a claim with Choice Home Warranty regarding a broken coil in one of our AC units, a part that is covered by the warranty that we purchased. They sent several technicians out to diagnose the problem, but each of them notified CHW that they did not want to do/ "refused" the job. Two of the technicians actually failed to show for their appointment at all. Meanwhile, our AC is still out. We called CHW several times (concerned that it is getting hotter and still none of their technicians want to do the job), and finally we spoke to a supervisor named Francis (employee ID 3108), who agreed that this should be covered under our home warranty, and if the next technician refused to do the work, that we could hire our own technician, and they would send us a reimbursement form. We hired a reputable technician to complete the job, and when we requested the reimbursement form, it was never sent. We called CHW again, and they said they would need to put in another work order in order for them to process the reimbursement and send us a form (this didn't make sense to us, but we didn't know what else to do at this point except trust their word). The reimbursement form never came. I called again today and spoke to someone who said the AC would not be covered because we did not use one of their technicians, even though that is what they told us to do. She said a supervisor would call me back (never happened). We feel we are getting the "run around." This has been going on for weeks. Resolution Sought Reimburse us for the AC work that was done immediately.

Company Response

4/8/2024

Per customer, since filing my complaint, the company has agreed to issue a refund to me.

4/22/2024

RESPONSE: Complaint was not answered Amount in Dispute: $6,000.00 Amount Settled: $0.00

Customer Complaint

3/27/2024

We have had this company since October and they have done nothing for us! We have put in 4 claims and not one was taken care of. They gave us a prior authorization and told us to send them the paperwork and the bill and they "conveniently" don't have it they only have the bill and are refusing to pay us back. We went without water for almost a month and they did nothing to help. Resolution Sought I would like my money back. For the well, the lights and our monthly payment from October to now.

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