Choice Home Warranty

Someone else was trying to sell me Choice, and I told him that I had Choice, and he gave me a rate. I asked about what I used to pay when I first signed up and it’s gone up. The next thing I knew, I got a link that said that they were going to go back and readjust me down for being such a valued customer. They readjusted me down to the special offer that they were offering people to come in, which was a real cool deal. Especially now that I’m a senior on a fixed income, it's very important to make sure that I keep within my budget and still have access to the services that I need with comfort. It’s hassle-free.

One of the reasons I chose to do a home warranty is because I'm not a specialist in a lot of the areas that need to be repaired. So, I'm relying on Choice to make those choices and to contract with contractors who are experts in the fields of whatever needs I have. I don't do a lot of follow-up, but I have found that as a rule, the ones that have come out were very professional, prompt, and good in terms of keeping me up-to-date with what they're going to be doing and what I need to do. I have one right now wherein the pilot on my hot water heater keeps going out. Choice has been sending people out and pretty much keeping me up-to-date. Right now, I've got to call them and find out what's going on ‘cause I got two mixed messages.

Choice Home Warranty has been very beneficial to me in just having the repairs done and having the comfort and assurance that I'm going to have a reliable source. Not only that, but sometimes, you have to be very careful of who you allow to enter in and out of your house looking around. The people from Choice have a track record and they can be tracked and traced and they come with a reliable recommendation. That's really important. I have not had a lot of claims with Choice, but in general, they're very prompt with responses. Originally, I started just calling in with a claim, then they started encouraging people to use the portal online. That means that now I can submit my claim anytime firsthand, and I don't have to wait until they open up in the morning. They're closed in the evening. Usually, they're pretty good with sending out someone that will repair or take a look at whatever it is that that I have problems with.

I have given Choice Home Warranty several referrals. Because I found that once you have these houses for a while, they're gonna start breaking down just like your body does and you're gonna need some level of expertise in helping you to find and locate reliable sources that you can count on. My son keeps on me to make sure that I get a warranty. Because he's married and I don’t wanna interfere with him and his house every time I need some help. He's the one that strongly agrees with me that one needs some type of coverage.

1. You declined to fix the seal around the door of my refrigerator ** in October or November 2020.

2. I called about the water heater in January 2021 at 1408. I was told it would be 7 days before you could send a technician out,, in the dead of winter. I couldn't leave my tenants without hot water. I was forced to go buy and installed a new water heater that costed me over 1,000, while I still paid you a premium. When I complained about the situation. I was told I should have sent in proof of repair but it was too late.

3. I called about the furnace not holding the temperature at 1408. The tech came and said the filter was dirty, collected his fee and left. He did not bother to investigate further. I had the furnace cleaned and checked again. Within 2 weeks another call was made about the furnace. Which of course cost another tech fee. He came out and said the filter was dirty again. At least this technician searched further to find the inner motor needed cleaning. Of course, you didn't cover that either at the tune of $65 fee plus $225.

4. I called for service at my primary address ** in December 2021, my dishwasher stopped. The tech came and condemned it. Your solution was to settle the claim by offering me a $250 payment on a machine that cost $899 in every store I searched. When I spoke with the representative I told her that was not an acceptable amount.. I asked to speak with a Supervisor. She refused and said she was it, no one above her. Liar, If that's true, you will be getting many more complaints and perhaps You will be doing another name change. You can't run from bad service. It's unfortunate, that you get these celebrities to endorse your products, do they really know or care that your follow through sucks. I have tried on many occasions to get in touch with that representative about my payout with no success or follow up from her. You still owe me a payout from December 2021 for my dishwasher.. I haven't found any maytag anywhere to replace my washer for such a low price. unless you are telling me to find a used one. That's not what your advertisement protray. I have screen shot this feedback and I am considering forwarding this statement to your celebrities as well as the better business bureau. I thought you were here for me, it don't feel that way. Show me that you value me as a customer.

5. I called this month for service and the technician came and preformed excellent service. Still not enough to stay or to give you good press.

Regards Norma

My appointment was scheduled for Friday, and this guy showed up, unannounced with no phone call or text message, asking if he could collect payment while he was on the phone with someone else so I could barely hear him in the first place. He had no company shirt, I had no idea who he was...and I couldn't even hear him through him blaring his speakerphone call while talking to me. I told him to put it on mute actually and keep to the appointment before having him exit my home. With that said, this is my home, my domain, and I fired him through Choice Home Warranty and requested a new contractor. I cannot have someone just think they can show up as per their convenience like people don't have lives or work remotely.

Choice Home Warranty was great about the feedback and offers the option to their customer to provide it and escalate if need be so they can voice their concerns and problems. This is a great tool. I would say that I should not have a stranger who at first didn't even identify who he was, who wanted payment 2 days before the appointment and to just "check it out", showing up 2 days early, who just thought it would be convenient for him to knock on my door and ask for payment before our even scheduled day because he had "another house in the area." During this time, I was also on a conference call for work and was interrupted and I quickly ushered him out of the door saying to "stick to the appointment." I did submit this complaint to Choice Home Warranty and they did take care of this issue with tact, understanding, and precision and I am so grateful for that.

Giving customers an avenue to voice their concerns and provide feedback is very important, especially when a contractor is unprofessional, intrusive, oversteps my domain boundaries, is rude, and unrealistic. I wanted to thank Choice Home Warranty for taking care of this situation appropriately and I am still very, VERY happy with them. Please monitor your contractors for this type of intrusiveness more closely and thank you for providing such great service.

When he finally came back the second time, he went to the unit in our upstairs, took pictures of rust on the overflow pan, and left. There was no checking for a Freon leak which is what we thought he was coming back to do. That night I received a message from him saying that the warranty company had approved a whole new AC system. We were going to have to pay $1300 out of pocket. That’s when we requested a second opinion and another company come check it. Columbus Heating and Air then contacted me, asked if we had requested someone else, and then said all we needed was a new evaporator coil and not a unit. That was clearly another lie. Nothing had been discussed with us.

Hughs Heating and Air came out, thoroughly checked everything, discussed everything with my husband and came to the conclusion that our thermostat had just gone bad. That was what we had troubleshooter and fixed waiting on the other guy. The unit was and is back to working normally. The technician from Hughs stated that he had been out to multiple customers home within the last couple weeks that Columbus Heating and Air had been at and was hearing the same stories. The units are working as they should but that guy wants to replace everything. Columbus Heating and Air is doing nothing but ripping customers of Choice Home Warranty and the Warranty company themselves off. He’s a fraud. He will never step foot on my property again. Hughs Heating and Air is fantastic though.

He pointed out & warned me to replace or cover the gas boiler metal box that attaches to the flume that takes away the carbon monoxide since there was an apparent drip from one of the pipes above it. It is quite rusted & corroded to the point that any nonsignificant pressure could rupture & open up any time opening which would be dangerous. He mentioned it's likely such a small leak that it is a drip here & there perhaps during the winter time when the boiler is on, but it adds up over the years. He highly recommended I place another Carbon Monoxide detector in that room even though I had one at the basement stairway 1/2 way to the ground floor.

Mike discussed getting a water heater w/ me that met the exact specs of the one I had which was a gas 40 gallon 40k BTU model w/ a 12 year warranty. He made sure to replace the one w/ the same exact specs & also recommend the A. O. Smith water heater which was American made & top notch quality for residential water heaters which one of the local Lowes carried so no wait for delivery. He was adamant about replacing like for like since he didn't want to replace it w/ one that only had a 6 year warranty as mine was 12 years. Of course the warranty had just expired the year before.

Jose was the actual heating specialist who replaced my corroded, leaking water heater tank w/ the new one. He went way above & beyond just replacing it while also cleaning up after himself. He was patient w/ my questions regarding many of the steps, tools, & parts that he was using. He double/tripled checked for gas leaks not just from the water heater, but also from my nearby gas boiler & dryer. He did provide & wrapped a support strap for some of the overhead pipes to prevent potential rattling from incoming cold water pressure into the water heater.

He particularly helped me checked the various drain pipes that had backed up in my basement bathroom which was in an adjacent room to the laundry/boiler/water heater room. He helped me finally determine the different pipe(s) that connected to the bathroom sink which would back up just in the past week or so every time we ran the kitchen sink or dishwasher from the floor just above it. It was happening around the time the hot water heater broke down so wasn't sure if because we were turning on/off the main to slow down the water heater leak & then washing down the little bits that we were toweling off from the floor that it was or wasn't the root or main cause for the backup we were experiencing.

He helped me flush out the water from the laundry sink which fed directly to the main line towards the front of the house & we watched it flow more smoothly at the main drain line there. He helped me determine that bathroom standing shower connected to the toilet adjacent to it which also connected to the laundry room sink that he flushed & noticed no backward flow so knew that there were no issues w/ those drain pipes.

We then totally focused on the bathroom drain pipe which somehow did not connect to the standing bathroom drain pipe even though we saw the pipe running into & alongside it which I had assumed as I was snaking it that it would eventually go through that very same standing shower drain pipe but did not. He was able to snake out as much as he could the gunk build up. He was about to help me replace my bathroom faucet line, but unfortunately, he discovered the small crack in the sink so there was no point.

I now know that I should get a longer electric snake from Home Depot & clear out more gunk since his only was able to go 8 feet as he swapped out his 80' electric roto rooter type snake to fit the water heater into his van. I am way more confident about the flow & condition of my drain pipes in the basements towards the front water main access that leads to the street sewers. I will also be replacing the entire vanity & sink along w/ a new faucet, supply lines & couplings to the drain pipe. He showed me the steps including putting the small pieces of the faucet together when I'm ready to install the new sink. If I have any issues I am more than sure they will be able to advise &/or come & help. Again top notch from both Mike & Jose & can't recommend them enough!!!!