Dear Barbara Schuler
1302 Ravensbrook Bnd
Cedar Park, TX 78613-7687

RE: CLAIM # 70145019

We have carefully reviewed the information submitted on claim # 70145019.

We are unable to cover this claim. The technician performed the work without prior authorization from CHW.
Please refer to your terms and conditions section C number 3; we have the sole and absolute right to select the service provider to perform the service; and we will not reimburse for services performed without prior approval.

In addition , the failure to your system was the evaporator coil which was leaking refrigerant and needed replacement. The evaporator coil is part of the cooling equipment located inside your house. The coil circulates refrigerant in a closed loop, absorbing heat from the indoor air. Tiny pinhole leaks (officially called formicary tunneling corrosion) are brought on by acid created by moisture and Volatile Organic Compounds in the air.

Rust and/or corrosion failures are not covered per the policy.
(limitations F1 and F8)

Please feel free to contact me directly at (800) 814-2534 Extension 2319 with any questions or concerns.

Kind Regards,

Samantha Moore-Scott | Case Manager
ChoiceHome Warranty
V: (800) 814-2534 Ext:2319
E: [email protected]


ME-


Back in July we started having AC problems. CHW sent several different companies out to do repairs...none of them fixed it. Then a company we found, Jay's, spoke to you telling you the coil was going bad. They added almost $400 worth of freon to check that diagnosis out. CHW wouldn't cover freon, we sent the invoice.

August we again had problems and again CHW sent different companies that had no clue not one of the things they wanted to 'fix/replace' were they actual problem. We, with CHW's permission, hired Schneider and they agreed the coil was going but that the immediate problem was a capacitor which they replaced. We sent in the invoice and CHW paid it.

Now it's September and again, one day after my son's appendectomy and 2 days before we leave for 2 weeks we have no air. I called CHW and stated I was tired of fixing this a step at a time and if our system needed a coil let's do it. I asked if we could use Schneider since they'd come right away and I was told yes. So they came, they replaced the coil and then we left for vacation.

By the time I saw an email from CHW saying to have a company (that doesn't work with you) call for permission to do the needed and covered work....the work was already completed. I submitted the invoice just like the prior time and now your using this to deny paying. CHW gave us verbal approval to use a non CHW company and I said what was needed. Same scenario as the previous invoice which was paid so we proceeded with the coil replacement thinking we had CHW's approval.

I realize CHW wants to use this to deny payment however CHW needs to take a closer look at the AC companies that you work with, at least in my area. At one point one of your reps said they were rated highly.....where? I checked Yelp and Home Advisor and their reviews were quite poor for the reasons I had stated...not showing up, trying to do uneeded repairs, dismissive attitude toward homeowners. I have no problem using CHW repair people IF they know what they are doing and come in a timely manor and don't treat us like we're idiots.

We thought we had CHWs go ahead on this. We'd never have gone forward with $2650 in repair, that our contract shows as covered, when we had a warranty in place.

Barbara Schuler
Claim 70145019

Choice home warranty have given me the worse service ever. They have denied my claim twice for no real reason at all. Once I prove that I had our Ac Maintainence 6 months ago they came up with something else to denie m. Can someone please help us. My phone number is 832.425.8074

We have been defrauded by choice home warranty they have denied us twice. Even when we had proof of Maintence on our Ac unit. Please help us I feel so helpless because they are doing what ever they want to do to us by denying our claim twice for no reason. Please help me

Tomball, TX...NEVER PAY FOR COVERED HOME REPAIRS AGAIN...LIES...upset...scammers

Turned in a claim for 1 of 3 AC units not cooling. CHW gave the AC company name of Global Air Mechnical Inc in Cypress TX. 713-894-2188, called a few times, no answer went to VM with Spanish spoken...did't leave a message due to not understanding what the recording said. Called back to CHW and asked them to call...same thing no answer, submitted my claim to another company, within an hr a tech called from Global, said he could arrive before noon...I said great and they need to call CHW before coming as they have arranged for another company to come....

Tech, checked outside unit, low on freon R-22 system...said was leak upstairs...thought wow this guy is good already knows where knows where the leak is. Upstairs opened up unit...said it was evaporator coils...he new this how, or just under his experience that's what it always is...coils was a little rusty and most are since it handles moisture. He didn't say where leak was just that was where it is. Called in results to CHW, suggested to install new unit outside a very low-end apartment type unit along with new coils..CHW called back and said they needed a picture of Coils...I'm getting concerned now as I feeling I'm getting ready to get bent over.

Exactly as thought, CHW said claim denied due to rust...after discussion with them they said read policy...basically is rust is anywhere they can and usually deny claim...I wanted to speak to a manager of claims, none available..said within 48 hrs one would call me back..they called today (4 days-72 hrs) after i sent email this morning telling them how much I appreciated the on time follow up..

It is now the second time choice home warranty denied paying to fix 2 AC units, first time was about 3 months ago, they sent a tech out and called me back on the next day, stating that they diagnosed the compressor being bad for lack of maintenance as they claimed the coils were dirty. I was somewhat confused with their finding as I had an AC company not even a month prior doing maintenance on all my units. But that was choice home warranties story and they stuck to it. I then called the tech they sent asking for his diagnose and what he thinks it caused, he told me it was just an older unit and it was probably time for it to happen, I told him about choice home warranty findings and he stated that could weren't to the point to stop a compressor from working, it was just the normal dust that accumulates as its fan runs.
Fast forward to yesterday, another of my units stopped working and again they sent a tech, choice then contacted me saying their finding is that the fan motor stopped working and subsequently the compressor gave out, and that in this case they don't cover secondary damages, they will cover the fan motor replacement 135$ and the compressor would be on me, 1,500$. I again contacted the tech and his words were, they do this all the time to get away from paying what is right. There is no way to determine which gave out first the fan or the compressor. They are just choosing the cheapest of the two. He went ahead and contacted choice on my behalf and asked the representative to put on record what he had just told me. I called choice later and the representative this time wasn't giving me direct answers, she was placing me on hold (probably to consult with someone else what her response needed to be) she then said that choice's experts determined that the fan was what gave out first and that was the end of the story.
This company obviously is getting away with murder, someone needs to do something about this.

Paid $360 for the yearly premium. Six months later, I sold the home. When I tried to cancel and ask a refund, the company Rep (Anthony # 8252) said I have a negative balance of $59 even I paid the service charge of $45 each time I used. What a ridiculous company!!!!

Choice Home Warranty makes wonderful promises in their sales pitch and doesn't live up to them in any way, shape or fashion. They are a scam!! When you call you are put on hold for an interminable amount of time (they're hoping you will give up), then half of the time they don't have a service representative in the area so you have to find your own, pay him, and supposedly they will send you a refund. Good luck on that. I am still waiting on a refund after several calls and weeks. They keep telling me check is in the mail. The straw that broke the camel's back is my refrigerator freezer went out and once again I had to find my own repairman and after several weeks of discovery work and talks with GE, they ascertained the frig was not repairable. Not only did the company refuse to pay the initial service call, they want no part of replacing a refrigerator. They always find a loophole. You do not want to do business with this company. I am a Realtor and have done business with other home warranty companies with great success so am shocked at the lack of integrity in this company.

I am in Texas as well and this company will not honor their contract. Have sent NUMEROUS Certified Letters to no avail...PLEASE contact me...

Please contact me if you have a problem with Choice Home Warranty. I will give you all my case numbers of open cases with the FCC, Texas Attorney General and NJ Attorney General. I have also been in contact with a couple of attorneys interested in a class action against this company because of NUMEROUS complaints logged against Choice Home Warranty.
[email protected], we can shut this company down!!!

So, I have been given this number for you to call and there will be a person to answer the phone: 973-504-6200 . Tell them you want to file a complaint against Choice Home Warranty.

Richard Zitelli, Investigator
E-Commerce Investigative Unit
Office of Consumer Protection
Division of Consumer Affairs
Office Of The Attorney General of the State of New Jersey
124 Halsey Street
P. O. Box # 45025
Newark, New Jersey 07101
Tel# 973-504-6213
FAX# 973-648-4595
e-mail: [email protected]

bad service, not responding, not honor the contract.

Please contact me if you have a problem with Choice Home Warranty. I will give you all my case numbers of open cases with the FCC, Texas Attorney General and NJ Attorney General. I have also been in contact with a couple of attorneys interested in a class action against this company because of NUMEROUS complaints logged against Choice Home Warranty.
[email protected], we can shut this company down!!!

So, I have been given this number for you to call and there will be a person to answer the phone: 973-504-6200 . Tell them you want to file a complaint against Choice Home Warranty.

Richard Zitelli, Investigator
E-Commerce Investigative Unit
Office of Consumer Protection
Division of Consumer Affairs
Office Of The Attorney General of the State of New Jersey
124 Halsey Street
P. O. Box # 45025
Newark, New Jersey 07101
Tel# 973-504-6213
FAX# 973-648-4595
e-mail: [email protected]