My complaint:
I was called for 2 years requesting my services. I was and currently working on commercial work orders, plumbing, electrical, general maintenance jobs and figured that although work was and is steady I’m not building a customer base of my own and it really sounding almost the same set up as my commercial contacts just residential. The way it works is generally like this. I get a call, give them a time for a paid assessment, submit my findings and either get onsite approval or submit a bid to complete the issue, communicating via text message to log the conversation and pricing then complete the work take photos and videos to ensure everything i correct then get a sign off from the store management. Then payments are on the way!!
So choice home warranty had been contacting me for some time and agreed to take a job or two to try it out. I never reached out to them, plied in anyway signed any paperwork received any agreements I just received just received phone calls from Choice Home Warranty dispatchers that had jobs in my area so upon taking the first job, I asked how it worked give me an outline of how I would receive work orders and get paid for them. At this time I was given. A login to Choice Home Warranty ‘s website. I was told that I would get part of the service call as a deductible that the customer would pay and I would bill Choice Home Warranty for the remainder and any approved jobs.
The approval process would take 10 minutes ago just like the commercial jobs. Take pictures assess wait for approval send documentation and then I would be paid within an hour so I started taking jobs and so busy during the day a wasn’t able to log into their website but I kept receiving phone calls and I had the number to the authorizations so we communicated via text and the calls kept coming calls for hot water tanks calls for plumbing issues customers saying that they had been waiting weeks for a technician to come out most of the time when I would show up the customer had already had a technician there so I would not receive a deductible because they had already paid one. It had been waived for my trip but I was told that Choice Home Warranty would of course cover my service call in addition to my estimate for diagnosis and work completed so after about a week of running nonstop, completing several jobs I called very very concerned because I have not received any payments and I’ve been coming out of pocket for materials and tool rentals like drain snakes so when I called.
I was told I hit the lottery because my call was received by the Director vendor relations her name is Abby Ferreira and she was so helpful and warm and welcoming and said that it was just a clerical error and I was the invoice and the reason she was on the phone which they had partnered with rely home my old login didn’t matter because I was now going to sign into rely home and it would streamline everything and I had to invoice and they would be paid immediately I voice, my concern that I had worked for a week and not received any payments. She said again don’t worry we’ll get this all sorted out will get you on track and paid in full.
Well that didn’t happen. I did well however trust that it would, and continue to take jobs and continue to complete jobs and continue to put my money in my time at the disposal of Choice Home Warranty . I felt bad for these people that had to have kids in the house and been waiting weeks for hot water tanks, so I got several hot water tanks approved several other jobs completed any repairs and the second the first mistake was with my sign in my business ends in an S and they omitted the S so when I went to sign in I couldn’t then we got that sorted out beginning a week to, but I am and was told and they still tell me that I am a credit card vendor and I would receive payments an hour after completion, however Director Ally had me invoice for all the work orders I completed, so I did so, and I would follow up starting daily calling better relations, trying to get some understanding of why I had not been paid and the only thing that they could tell me was it has been escalated.
I call nearly every day, and I started sending messages through rely home, and the only responses I would get were it’s been escalated or we’ll get it figured out and it never happened so when they sign up with rely home, they have the system set up in such a way that everything is screened so well to make it automated that it’s nearly impossible to speak to somebody. I couldn’t contact the accounting department because in the drop-down menu as soon as you have invoice for a job you cannot contact them about said job regardless of the status you have to wait until they contact you, so I am of credit card vendor Supposed to be paid by credit card number through my email an hour after my job is completed and not to invoice and since I’ve invoiced I can no longer talk to accounting and no one can transfer me to accounting and I called the authorizations department and the only thing they can do is transfer me to vendor relations and I talk to customer service and the only place they can send me is vendor relations And I talk to vendor relations and the only thing they tell me is it’s been escalated so fast forward I know I have six hot water tanks jobs that are approved and I decide that I’m not gonna put up any more money until I’m paid by this time I have 22 completed work orders Completed work order some of them being I go in excess give an estimate and it gets denied the claim does so I would still get my service coffee and diagnostic fee but when you are a 30 day net vendor, they have set pricing which is not the case for a credit card vendor I was told I set my own prices so to do a complete diagnostic testing and electrical parts on a hot water tank I’m around $125 like I said before most of the time I don’t even receive the $75 deductible or 45 depending on the plan, so I talked to another manager and better relations her name is diamond Scott she had me type up a list of all the jobs that I did all the charges and what I’m owed. Then I follow up with her and she tells me she doesn’t have time to go over my list. She doesn’t obviously care about getting me compensated or my mortgage payment or anything so I work for them for a month and a half in the trade stopped when I would not pay for hot water tanks that were Authorized because I knew
I would not get the money back so I thought at the time that they might so I will schedule and name them out as far as I could because again I didn’t want to see families with children not have hot water for months because they’re waiting on Choice Home Warranty to pay me so there’s never once an issue with my work or my diagnoses. They gave me the excuse that it was I was couldn’t sign on is a clerical error. Then they gave me the excuse that it’s been taken care of and escalated even all the way up to the COO and to be paid in full and I kept calling and every time I call I’d be on hold for an hour just for them to tell me that they’re unable to do anything they know I completed the work they have all the documentation they have the photos they’ve called the customers to verify and they’ve escalated it’s far as it went every time so it’s been a couple months and that really hurt me financially to not only come out of pocket for all the materials, the gas and not get paid so they keep a matrix And once all six of those hot water tank jobs were passed to a different vendor the drop my numbers down so far that I was told “you’ll never get another job from us. Your numbers are to low”. Since then they have reviewed that and saw that I did not do anything wrong and realist by account and I continue to receive email for job postings but there’s no way that I would take one because I’m owed for 21 jobs. Three of the jobs disappeared from my portal once they were picked up by other vendors, but I’m still out for assessment fees on those plus the 19 that are in May so yeah, all the information is there I’ll send some pictures like the correspondence is all recorded part of the problem.
As you can see from this message is I’m very detailed And I wrote in detail about every job that I didn’t get paid for and why I should get paid and when it was due and it’s probably just overwhelming and time consuming to read through but it was time consuming for me to schedule the jobs show up on time complete the work go to the store buy the materials take the pictures. Submit wait for authorization . So if this is any help receiving any of those funds that were lost, then it’s worth it to the vendors out there do not trust Choice Home Warranty or any of its sister companies don’t trust rely home American home warranty and all the rest of them.
Suggested solution:
Several times a once asked for a time to have a meeting to go over all the work I have completed and am owed for. And an apology to my family for unethical conduct and business practices
