My complaint:
Please be advice about this company and their ethical practices before you do business with them.
Their contract and agreement they have with you is meaningless, and they will tell you that when you need to use the warranty. This is a lengthy read, but please read before doing business with them.
Here is my experience: I called and placed a claim for my air conditioning unit not cooling correctly. Choice home warranty sent a technician out a week later; the technician diagnostic was the evaporator coil was not functioning correctly and had a leak. He said he would file the claim with choice and they will get back with me. A few hours later I received an email stating “congratulations we are going to cover your evaporator cool.” Below that it stated I need to give choice my credit card information because I will owe them $1475 for parts. It then stated I need to pay the technician $3100 upon arrival for his additional services. I called choice for an explanation, I was told according to the technician the system is not comparable if just the evaporator coil is changed and I need to pay to get it compatible.
I called the technician he informed me he never told choice that, he then said my system is a newer system and there is no issues with compatibility. Changing just the evaporator coil will be fine. I called choice back, they then told me I need to deny the additional charges and a case manager will call me. I denied the additional $4500 plus in charges and waited. Two days later I was in touch with a case manager. I was told that the appointment in the phone with him is just a 15 minute call because he is busy. I asked for an explanation he said I have to pay the extra charges if they will change the evaporator coil. I asked him why he said because of compatibility issues. I informed him the technician said that’s not the case. He paused and then said well here’s the bottom line. I have the sole decision in this matter and that’s how it is. He said either pay the additional costs or figure something out. I asked for a manager. He told me he will schedule a 15 minute call with his manager. That was another two days later.
In two days the manager called and said it’s a compatibility issue. I told him I had two technician come and looked at it and they all said that’s not the case. He then said well what I can do is give you $548 because that’s how much a new coil plus refrigerant and labor will cost. I asked him so for $548 worth of work you want me to spend $4500 plus out of my pocket to get the system “compatible” he said that’s correct. I went and got 4 bids for a new evaporator coil. With refrigerant and labor the bids were between $2500-3400. I called choice and asked how they got to a number of $548 another case manager told me that’s the real cost and I am not choosing contractors correctly and I am getting ripped off. She told me they will not fix the i evaporator coil that I can either take $548 or figure it out. Be careful reading these reviews on here. They are misleading. It is now two weeks, and I am still trying to get choice to honor their contract. In the middle of all this yesterday they changed the terms to my contract and monthly rate. They sent me a email stating this goes in effect in two weeks. So in the middle of a claim, they will change your contract as well.
I am going to have to possibly end up taking this to arbitration. I have all calls, correspondence and contracts to show how truly this operates. They are not morally or ethically practicing their words or literature. They are misleading and will not show any empathy or concerns for your needs. They will make you wait days to speak to someone as well. I will update this if anything changes. Everything I stated is a non emotional fact. This company is rated a C with the BBB if you want to truly see how they operate read those reviews.
Suggested solution:
Fix what is broken.
