Choice Home Warranty

Did not assist with claim and refused to reimburse

On Dec 24, Christmas Eve, during the 2022 freeze(!) I woke up to 39 degrees in my house, and I filed a claim online (as CHW doesn't respond to calls). About 30 min later a generic customer support message was posted in my chat, but without any info as to when or if a technician would be dispatched. I tried to find out if anyone will be coming that day, I informed them that my family was sick and couldn't be in the freezing temperature, and that my house will be affected by the freezing temp is my heater was not repaired (this happened to me 2 years prior due to ERCOT - and one of the kitchen pipes had already frozen). I received no response for over 4 hours - they state that they will have a technician scheduled within 4 hours. Since they were not responding, I reached out to my local businesses, found someone who could come, and they fixed the heater. I informed CHW to close the claim and that I will request reimbursement, and they responded - immediately - that they will not reimburse me. I uploaded the receipt, and they declined it. I filed a BBB complaint and they stated that they were not in breach of contract so they will not pay - the contract states they will answer within 4 hours - which they didn't. I declined their response as incorrect - they did breach their contract. This is the third claim they do not resolve for me in 4 months. This company is simply predatory - they will take your money and provide no service, under the disguise of some of their "terms".

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