Name: Choice Home Warranty
Rating: 3.8

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Karon Stewartstown, PA

Called in on June 14th because our air conditioning went out. It's July 18th and still not fixed. Live in area where the temperature has been over 100 degrees. Supposed to be back sometime tomorrow, hopefully something will be done. My confidence is not that high at this time. Calling and trying to explain the situation has only been meet with nothing. If it's resolved after this next visit I'll be sure and let you know!

9 months ago

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Larry Naples, FL

Service to fix the refrigerator ice maker was over a month. My guess is because your vendor, Factory Appliance Service wanted a rebuilt part rather than a new part. Sears Parts had the new part from day 1 and that's what they finally purchased.

9 months ago

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RSP Highland, NY

Takes too long for a service tech to be dispatched. They are not usually from a company we ourselves would choose. Choice home warranty thinks it’s ok to be without hot water for 5 days while they try to dispatch to a service company. You then are told you can hire your own contractor, but you would need to have the work order proposal submitted to Choice Home Warranty before any work is started. So you then are still waiting to get your work started. When it comes to renewing this policy, no thank you. With the exemption of one service company who fixed our garage doors , which were great, we would never use the others they sent if we had the choice.

9 months ago

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Maryann Savannah, GA

I had service within 24 hours of my initial call. The gentleman that the company sent out was professional and swift. Overall very satisfied with the results.

9 months ago

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alberto martinez

Ac unit went out in the middle of 116 degree heat in AZ. CHW scheduled us 2 weeks out for repair!!!!! I guess they expected us to sit here for those 2 weeks with a toddler in those extreme heat conditions! They don’t have a 24/7 emergency hotline for urgent cases like this!! The company they outsourced it to (sears home) was just as useless in getting a tech out ASAP! We had to go with a great local company (penguin air) who came same day and repaired it but we had to pay out of pocket for the repair, which of course CHW does not want to reimburse us for!! Cancelled policy. DO NOT SIGN UP WITH THIS COMPANY!

9 months ago Edited July 19, 2023

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Gene Jacksonville, FL

I like the professionalism of the folks doing the work that had to be done and did not have to stay on top of the guy to get things done and it was done right.

9 months ago

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Clare Concord, NC

Great service. Called that my air conditioner was not working. Called back that someone was coming next day .Needed new motor .approved and order and completed 2days later

9 months ago

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Debra Washington, PA

Hot water tank went out and it took two days for choice home warranty to find a contractor. Paid $65 for contractor to come, only to find out tank under warranty from home depo. Then paid $128 to home depo for difference in price of hot water tank from 5 years ago. Then paid contractor $250 to same contractor to install the new hot water heater. All togetherI paid $443 and choice warranty paid nothing. Please check to see if your item is under warranty before you contact choice warranty it could save you a lot of money.

9 months ago

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Stephen Dickey

I get at least 2 emails a day asking me to sign up.. there is a "special offer" for VIPs.... when i'm ALREADY a client... STOP SENDING ME SALES EMAILS, it's almost enough to make me want to stop the service.. i've asked 5 times and have been told they'll stop... WHEN????

9 months ago

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Patricia Dunedin, FL

They have sent a company out to service my air conditioning three times in one month. They couldn't figure out the problem. So far i am happy with Choice Home Warranty but there is NO WAY to speak to a live customer service person. Everything is done on the phone by pushing numbers.

9 months ago

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Carol Hot Springs Village, AR

I have found them to be a good service provider, however, their marketing tactics are horrible. I receive no less than an average of 8 emails per day trying to get me to purchase more services. They have intentionally made it so that you cannot opt out of the marketing/sales emails and there is no way to contact someone to request that you are taken off their list.

9 months ago

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Diana Queens, NY

It did take several days to finally get someone scheduled to come out and service, but they did fix the issue and were very good. It was a pretty easy process. Very satisfied.

9 months ago

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Jim Beverly Hills, FL

My A/C went out here in Florida and its...BEEN HOT... I called HOME CHOICE to make a claim and they said a TECH WOULD BE RIGHT OUT....4 DAYS LATER THEY CALLED AND SAID ...THEY COULDNT FIND ONE....And told me to call someone local and i did...3 HOURS LATER THEY REPLACED MY CONDENSING UNIT AND IT WAS FIXED...TO THE TUNE OF 4500 DOLLARS.....I CALLED CHOICE HOME WARRANTY CUSTOMER SERVICE NUMBER....THEY WOULDNT ACKNOWLEGE MY CLAIM....OR CALL ME BACK...I JUST BOUGHT A 42 MONTH WARRANTY FOR 346.50 BECAUSE OF ME BEING A DISABLED VETERAN...WELL I TELL YOU IM GOING TO TRY TO GET MY MONEY BACK.....AND FIND A DIFFERENT WARRANTY COMPANY BECAUSE HOME CHOICE WARRANTY ............SUCKS........!!!!!!!!!!!!!!!!! J BLISS Disabled NAM VET 68/69

9 months ago

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Gordon Anna, TX

The people who have come to our house, who choice warranty contacted on our behalf, have provided excellent service. A shortcoming of Choice Home Warranty is that they do not have a large number of technicians to contact which has resulted in our having to wait several days to have what is her problem we were experiencing resolved.

9 months ago

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Lorna Palm Desert, CA

The tech that came out was excellent. However the refrigerant was not covered which cost me $550. Something I was not expecting! I hoped some of this would have been covered I gave received no receipt from Choice which I would expect.

9 months ago

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Natalie Sandiford Philadelphia, PA

Fast service and the person sent was very efficient and professional. The only thing that could’ve been better would’ve been if I could have picked a date and time.

9 months ago

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Ruth Clarksville, TN

Only had a year, new to area. Very pleased with how quick they responded and explanation of tech who made the service call. Already recommended to a friend.

9 months ago

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Aaron

They were responsive by email. I had a refrigerator that failed. It was under warranty and I submitted an order. A technician came out and Choice put the entire transaction on to myself and or the technician to get the manufacturer's part because this is one of the compressors had gone wrong and the technician said it was not his job to get this part, it's Choice's job to pay for the part because they're coordinating this for you. So then the technician wouldn't do it. So then it's on me to try and facilitate and get the part. All the meanwhile I don't have a refrigerator getting the part probably takes 2, maybe 2 1/2 weeks and then on top of that Choice really wouldn't other than the part which was free because it's under manufacturers port problem, all the other parts were charged to me. So really it was a horrible experience. The coordination on Choice was poor. They don't coordinate well with the technicians about reasonable expectations.

9 months ago

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Deloris

Yes, I've been with the company since 2021 and I've just recently submitted my first request for repair this year, about a month or two ago, and the technician that kind of came out did not identify himself nor did he return to complete the repair. I called Choice Warranty and they pretty much did nothing about it. I had to ask the manager to get it escalated to have it reassigned to another technician and my problem two out of three of the repair request that I submitted are still unresolved.

9 months ago

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Patricia

I have a very hard time getting hold of anybody and they don't follow through. My refrigerator was on the verge of going out. I called the home warranty company. They sent somebody out, which was good. The person they sent out was good. The response to the first one was good, except for they denied my claim, saying that it was due to customer misuse. So I got a copy of the what was sent to them and it specifically said on it, absolutely no customer misuse. It's normal wear and tear. So right now I'm in appeals. We're trying to get it fixed and it's been a month.

9 months ago

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Staci

My A/C work was not cooling and I did a service call on Thursday. I actually had somebody come out on Saturday. That's been the quickest I've had someone in the three years that I've used them. A lot of times they don't respond in a decent amount of time when there's an issue.

9 months ago

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Carol

I was very satisfied. I used it for my A/C. And I was scheduled right away within a day, a company had contacted me to come out. They overload you with emails sometimes.

9 months ago

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Anonymous

I have had my refrigerator repaired and I had my air conditioner repaired. Our refrigerator was repaired by Sears Home Repair guy under the choice warranty and he did an excellent job.

9 months ago

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Mary

Very good service. I had a pipe leak underneath the sink and so they did send somebody out. When I did call in and to make a claim, they were very knowledgeable and quick to send somebody out to take care of me.

9 months ago

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Ritu Raleigh, NC

First of all if I create a new claim it takes lot of time before technician shows up. After technician send diagnosis, I have to keep calling the technician and Choice customer service to speed up the process, rather than choice contacting the technician directly. Third and I guess most important after an equipment fails not even 1/4 of the payment is made towards buying new appliance. It has been a disaster.

9 months ago

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Bobby Forest Park, GA

I was not happy with decision on my dishwasher. Your company decided to replace it but gave us a check that did not cover the purchase, delivery or installation. I would have been happy if you would just have replaced the latch.

9 months ago

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Steven Berkeley Springs, WV

Well my washing machine went up and I had to get a used one because you promised that my check which is supposed to be for $547 never came even after 4 people told me it was in the mail. So you left me with no choice I will call a lawyer this morning. I've been very patient with you and this is very unacceptable. You lied to me time after time and now I must do what I need to do. My 2nd phone call will be to the States attorney's office. And my 3rd call will be to the BBB. I will not accept anything but what you owe me and that is $547. PERIOD!!! Also do not withdraw anything from my bank account. I will pay you myself when payment is due. What I can't believe is this after I recommended someone to you and you pull this. No more recommendations from me. I informed that person to let them know what your doing to me, just so they know what to expect when you send them money.

9 months ago

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Debra

What I disliked was that my repair, was initially assigned to Sears, and for the same day. I was emailed a four hour appointment window. NO ONE SHOWED UP! However, I received further emails from Hercules with Sears stating that repair had been made and estimate was given, and the receipt was given not in my name, but a different first name with my last name. This was all erroneous!! After calling customer service I had to wait approximately a week before a different company, came and took care of the problem- a bad switch -that took 10 minutes to diagnose and replace.

10 months ago

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margo copeland MI

Choice Home Warranty usually do a good job in helping you get things fixed, but when it comes to the big things like furnaces you have to read the policy they don’t always cover the total amount.

10 months ago

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Patricia New York, NY

I only had them come one time. It was the day after I called. I didn’t want them that day but didn’t know how to let them know. It worked out. I’ve heard of claims not being completed so I am worried about the future

10 months ago

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Lexi Schwartz Denton, TX

The pricing didn't hurt. The tech they sent out for my broken dishwasher was very knowledgeable and kept me informed when we were waiting for a part.

10 months ago

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Nancy Weiss Tampa, FL

Customers of Choice Home Warranty should have the ability to request a specific service provider for their repairs. They used to allow this in the past, but no longer do so. In addition, there are many exclusions in their contract, so read the fine print to see what’s excluded.

10 months ago

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Barbara Artis Baltimore, MD

Choice Home Warranty provides exceptional customer service, from the beginning of my service request until the completion of the repair by their qualified service provider.

10 months ago

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Madeline Lazar Wake Forest, NC

The contract is not clear on details. It does not indicate how they determine how much money your appliance is worth if it needs to be replaced; that criteria is all internal & they do not share it. The contract is not clear that the only appliances they will replace are furnaces, air conditioners, and hot water heaters. For all other appliances they will offer you a Lowe’s e-gift card. The contract also does not indicate that the e gift card takes 15-30 days to be delivered to you! Some appliances are essential & waiting that long is not just inconvenient, but nearly impossible. They also do not have suggestions for trusted service providers to install your new appliance, yet you are not allowed to place a claim on the new appliance for 1 year, so if you pick the wrong service provider you are stuck paying for the mistakes. Overall the are difficult to work with due to a contact that lacks details, so they can spin it in their favor when you need a replacement.

10 months ago

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Toni

I've used the warranty 3 times. Only one time did it benefit me. When my dishwasher went out and was told it couldn't be fixed I only was given $200+ to get a new one. Where am I going to get a new one from for that? No where. That covered half the price at today's prices. Not happy.

10 months ago

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CN Columbia, PA

On 4/13/23 I put in a claim for AC not working . After 3 weeks CHW found a technician to come look at our problem. He had a tough time working with CHW , They were trying to tell him how to do his job. After 2 1/2 hours he had to leave saying he had other jobs he had to do. He said he would not work with CHW again. CHW found another technician after 5 more weeks, he came to look at problem, and the same deal! He gave up working with CHW . It is now 6/16/23 and AC still not fixed! CHW is trying to find another technician to do the job. It is now 9 weeks and no AC ! THIS IS UNACCEPTABLE ! WHEN WILL I GET THIS PROBLEM RESOLVED!

10 months ago

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Susan Minneapolis, MN

Customer service is horrible. I have requested a hard copy of my contract 4 times and never received it…even after they confirmed they put it in the mail while talking to me. I confirmed address was correct. I feel lied to. I gave up and bought toner for my printer to print a hard copy from website. They also are very unfriendly! Plus…service tech had to wait 40 minutes until they approved him to replace leaky valve that only took 5 minutes to repair

10 months ago

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Robert San Antonio, TX

First my A/C was low on Freon so it froze up a i e ball in the attic. Was told by the contractor that choice sent that he turned it off and that it had to thaw out. After it thawed it made a huge wet spot in my ceiling from the ice melting. Definitely not happy about that. Tried to make a claim on my pool heater. Then got the run around that anything that said needed fixed on the inspection report had to be fixed before they would approve the claim on the heater. When nothing on the inspection has anything to do with the heater. One of the fixes on the report they said had to be fixed was hooking up my faucet to the fill line for water. When I use a garden hose when needed. Little things like that just goes to show that they give you the runaround and try to make it as difficult as possible to get a claim approved. After this I will never recommend anyone to use this company or any companies affiliated with choice. I will definitely go back to using Super because this was a huge one for me. Continue to make it difficult for a honest homeowner. On top of that the contractor they sent “JC contractors” Turned in their report 4 days after the visit. Would not ever recommend them as well.

10 months ago

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James Waukesha, WI

I have worked with other home warranty companies who were great. This company is hands down the worst warranty company I’ve ever used or heard of. They couldn’t find anyone to work on my plumbing or hot tub. My basement was filling up with water and I gave them more than 15 hours and they couldn’t find anyone so I had to myself and because they were closed on the weekend they didn’t approve the work done so I paid top dollar to get it fixed so my basement wouldn’t flood and they said I didn’t give them enough time to find anyone. They found one person for my hot tub and that person complained about Choice and kept telling me to call back and never came out. Choice said they would find another and this went on for almost 2 months, so I had to just call and get my own person. The sales person told me yes they cover the hot tub 6 times and when I called I was told you aren’t covered. They did add it, but never could find anyone to work on it. What kind of home warranty company can’t find a plumber or pool/spa business to work on it. Sales person also said if anything breaks no matter what it’s covered only to hear they do t cover anything that is nature wear and tear. SCAM!!!! Stay away from this company. Never seen anything so misleading and useless in my life!!!!

10 months ago

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Alvaro

Everything is perfect except one time with a mean technician. It's really good. I only used a few times for my dryer and my washer machine. Every time they respond really quickly.

10 months ago

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Anonymous

I'm still waiting on them to find somebody to fix my pool. I used it when my air conditioner went out. It was leaking through the house and they replaced it and I also used them because my refrigerator went down and they sent somebody out pretty quick to get it fixed.

10 months ago

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Lisa Lewisville, TX

Service has gone waaaay downhill in the past year year. Where do I start? Phone service on claims is pathetic!!!! I pay for an actual service to be provided, but I am the only one driving my claim to be followed up on. No one at the company is actually doing anything!!! I asked to speak to a supervisor and was told there aren't any...WHAT!!! I called back - got transferred to a supervisor and was disconnected. On another call I asked to speak to a supervisor and was told they don't take calls!! HA!!! Wow!!! Front line phone people are supposed to do it all, but are very lacking in skills. And, they speak with thick foreign accents and are hard to understand-every time I call. Where are they - China?? The internet site used to have a functioning "track claim" button, but now the button is there, but doesn't do anything. I can't even talk to a person at the repair company - only a computerized functionality there. So, I am getting nowhere!!! My claim has been open for almost a month - nothing gets done until I MAKE A CALL TO THE CLAIMS DEPT!!!!! I'VE ASKED FOR A CALL BACK TWICE TO DISCUSS MY CLAIM WITH THE SERVICE TECH - AND NO CALL COMES. I think this company must be going bankrupt - no service but bad service now. Company will be out of business soon at this rate.

10 months ago

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Ruth Bartlesville, OK

Three weeks ago (May 23rd), I turned in a claim for my failed A/C unit. After 48 hours, it still had not been assigned to a technician. At that time, I requested to use my own technician and that was approved. All requested information was submitted. Then more info was requested and sent. Then they said that they didn't recieve it and we had to re-send. Every time that I would call, I was told that it was being reviewed and that it wouldn't be much longer. I would wait a day or two and call again. Each time, apologies and excuses were made. I would be told that it would just be 24 hours. During one call, I tried to speak with a supervisor. I was put on hold at least 4 times, while the operator stated that they were doing everything that they could to get a supervisor. I never did get to speak with one, but was told that my case was being "escalated for resolution." On June 13th, I was told that a decision would be made by day's end, or first thing in the morning, at the very latest. It's now 4:55 pm (June 14th) and I am being told, once again, that the claim is still being reviewed. Once again, I asked for a supervisor. After being put on hold twice, my phone # was verified and I was told that a supervisor would call me today. It has been non-stop apologies and platitudes and no results. I paid my premium, which they were more than happy to accept. Now, I can't get the service that I paid for. THIS COMPANY SUCKS!!!!!!

10 months ago

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Linda Houston, TX

The man that came out was very nice and knowledgeable. He had to order a part that would take 10 days to get, it's been about 15 days and no call. We paid our fee, would like an update.

10 months ago

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Diane Watters Gulfport, MS

The excluded parts of appliances, such as valves and water lines in air conditioners, render use of the warranty lacking in many cases. My last two repairs were not covered, and the coverage on my dryer was denied because I "didn't follow up" while the technician was awaiting delivery of a needed part during supply chain issues.

10 months ago

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MARCIA LEMMENES

Just bought a house and 2 wks later fridge has major issues, tech came out, he even felt and recommended replacing it. Choice decided to order 1 part said 24hrs and it would be in and they'd come back out. NO ONE HAD COME OR CALLED ME AS OF JUNE 12TH!!! I ended up in hospital for emergency surgery knee replacement June 1st. I come home June 11th all my food went bad because the fridge quit working. I call choice on the 12th, and Marissa - a mgr, said she found a part but it would take a few months to get... I lost it, I have meds I have to take everyday that have to be refrigerated!!! And they just want me to go with no fridge. So I said if this was you l, would you accept this? She said no. But that I had to wait for the part. So i said I want you after this call to sit and think about this situation and would you as a customer accept this as being ok.... This is very bad business, as I am paying alot of money for this warranty, and now a fridge that doesn't work at all, and lost all my food, just had emergency surgery, have to take meds everyday that has to be refrigerated. And their response is, we found another place to get the part and it will be 3 to 4 months before it comes in... Who does that?????

10 months ago

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jeff shapiro Newburgh, NY

steve my tech was fantastic and got the refrigerator up to speed with the new parts in less than an hour. that the 2nd time i had experience with this tech.

10 months ago

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Chet Austin, TX

In last 5 years since I have had Choice home warranty, its first time I called on my ceiling fan. My house was designed and certified by the builder as energy efficient home. When I placed my claim Choice home warranty said they could not replace the same fan because it was over their approved price. They stated it has to be builder grade and when I told them this was a builder product and not an upgrade from me they said it has to be a cheap builder product. Whats the purpose of choice if they cannot replace like to like or better builder grade products. So if you have a cheap home then go ahead and if you have high quality home products don't bother with Choice because you will be disappointed. Never with Choice again. I will be surprised if this review is even posted because they sent the email to review.

10 months ago

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John Milburn Waco, TX

We'll, we requested our irrigation system to be fixed. They sent us 2 different plumbers who don't do irrigation systems. They finally allowed me to get my own contractor with promised reimbursement. Haven't seen the money yet. Would have been better, or worse rating if it were resolved.

10 months ago

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Asadullah Plano, TX

On multiple occasions CHW has sent out unprofessional companies for work who charge the service fee but dont do the correct diagnosis and dont stand by their work (usual period is 30 days). As a result CHW insists a new claim be filed paying another service fee to a different company, which may or may not resolve the issue. Many CHW representatives do not even know what is the procedure for when the first company has not resolved the issue and CHw is informed within the next few days, that the issue is persistent. Ideally the first company should be sent back to take another look and resolve the issue but CHW insists to make a new claim. Additionally, last year one of our two HVAC unit stopped working. CHW sent a worker who couldn’t figure out which of the 2 units is bad and as a result sent CHW the info on the good unit which was still under warranty and of course charged the service fee. When we contacted CHW regarding this, they insisted on sending another company, (instead of asking the first company to come back and make the correction), which charged another service fee and made the same mistake. We then had to arrange on our own another HVAC company and paid out if pocket for the unit which cost us thousands of dollars in debt and CHW did not pay a penny towards it. I would give CHW a zero star its not even worth a one star rating!! Scammers.

10 months ago