Complaint Review: Choice Home Warranty - Edison NJ

Report from Choice  on email :

Claim Date:10/26/2020 Appliance Garbage-Trash Compactor Issue Noise Last Time Working10/25/20 Best Phone9494336823

More NotesJulie brown called in and stated that the trash compactor is not pushing down and its making a horrible noise (MY NAME IS JUDY not Julie)

Claim Updates

Choice Home Warranty:

(10/27/2020): PRUITTS PLUMBING has been assigned to your claim and an appointment has been scheduled for Thursday October 29th, 2020 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for PRUITTS PLUMBING is 6029448777. Upon the technicians arrival you will be required to pay a $65.00 service call fee.  Pruitt Plumbing was a no show I called Pruitt at 4:30 pm inquiring why?  Was informed by Pruitt they do not work on Trash Compactors. (which I knew).  I called Choice spoke with Louise. She would reassign the claim.

Choice Home Warranty:

(10/29/2020): Claim reassigned. Email sent out. No show no call. I called Choice spoke with Leigh at 11:35 am, she was to escalate service & reschedule Pruitt Plumbing & Choice would waive the service fee due to the non response. I reminded her that this is NOT A PLUMBING problem – no water is involved!!! I need an Appliance Technician not a plumber.

Choice Home Warranty:

(11/02/2020): PRUITTS PLUMBING has been assigned to your claim and an appointment has been scheduled for Monday November 2nd, 2020 between the hours of 03:00 PM and 08:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for PRUITTS PLUMBING is 6029448777. Upon the technicians arrival you will be required to pay a $0.00 service call fee.

(Pruitt did come out looked at the trash compactor & said they could not work on the Trash Compactor. Took picture & made their report.) After many calls & tempers flying they reassigned claim.

Choice Home Warranty:

(11/04/2020): Claim reassigned. Email sent out. 3:53 pm This email states Pruitts Plumbing has been canceled. See attached. (After receiving email from Choice, I called an spoke with Jeannetta at 4:50 pm she was to send out another company. I was to hear back from Choice with in 6 hrs.

11/5 3:48 pm - spoke with Lisa same as all the other calls - sorry will resign another company.

After talking to Lisa I received 2 more emails: 1) 4:55pm stating my policy was cancelled in accordance….(see attached)  2) 5:50 pm -Choice is pleased to off me coverage ……..

Based on the email I received at 5:30 pm on 11/4 which suggest we secure our own technician, pay the technician then submit the bill the Choice who will pay the covered repairs within 30 days. After all of this I choose not to do this. It is Choice’s commitment to provide service – that is why we purchased the plan. I told Lisa I would accept a full refund of the policy $641.25 effective 10/1/2020 which Choice has not been able to provide service. MY CALL WAS DICONNECTED.  I am now very upset/angry/………

I called back & spoke to Mark who passed me on to Claudia in support services – I was requesting answers regarding my policy / claim. Do I have a policy? Have I been cancelled? What’ happing with my claim? 4:12 pm I was passed to 24-hour retention -Jeanett who could not hear me & called me back at 4:13 pm. 4:25 PM She sent my call to Jessica in Resolution. Now it’s 4:45pm & speaking with Kenton who states he will refund me ½ of the policy amount plus 1 month = $375+ in 30 days. I told him that was not acceptable. He was not pleasant nor was I.

11/6 7:00 am - I spoke with Malano then to Racheal at 7:05 am Resolution Mgr with call being disconnected at 7:06 am. I called spoke with Cynitha 7:32 am. At Choice Corp Resoluation/Retention 800-814-2534x1934 who transferred me to Kevin, Mgt Sales then transferred no answer. Called  Ronald at 800-816-2059 & spoke with Leah at 1:12pm. Same old story will reassign the claim.

Choice Home Warranty:

(11/20/2020): PDB Contractors llc. has been assigned to your claim and an appointment has been scheduled for Thursday November 26th, 2020 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for PDB Contractors llc. is (801) 637-4836. Upon the technicians arrival you will be required to pay a $0.00 service call fee.

(I called PDB direct because the 26th of Nov was Thanksgiving holiday. (dumb to schedule work on a BIG holiday). John owner, rescheduled for 11/30/2020 between 11 and 3 pm. John did say he was concerned as Choice had not paid him in several months. John - NO SHOW. Called Choice spoke with Fernda she checked status & would expedite the workorder. Someone would get in touch with me tomorrow 11/31. Not!!!

Called John’s # on 11/31 could not leave message voice mail full.

Choice Home Warranty:

(11/20/2020): PDB Contractors llc. has been assigned to your claim and an appointment has been scheduled for Thursday November 26th, 2020 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for PDB Contractors llc. is (801) 637-4836. Upon the technician’s arrival you will be required to pay a $0.00 service call fee.

Choice Home Warranty:

(11/28/2020 06:40 AM) This claim is not currently being dispatched to the CHW Vendor Network. If you have any additional questions or feedback, please reply below.

12/1/2020 3:22 pm Spoke with Lisa said status was in process she would expedite the work order & again someone would get back with me.

12/3 4:56 pm Spoke the Jose – he reviewed claim, same as above. He will expedite claim. Someone to get back to me by tomorrow morning. Also said Choice had not received a report from PDB & could not reassign.

12/3/2020 8:00pm. Spoke with John from PDB Contractors llc regarding issue as trash compactor & wanted to make sure he knew the service fee was waived. Apparently Choice Home Warranty has not made payment to PDB for several months & John does not feel he should drive from Kingman to Lake Havasu City for free.  From our conversation John received some not so nice emails from Choice Home Warranty.  In my research with other appliance companies here in town, no one wants to work with Choice Home Warranty as I was told they DO NOT pay their bills. 

12/18/2020 LMT TO AT 10:23 AM.  No return call by 11:23 am.

12/18/2020 11:25 am on hold again. 11:26 Lisa.  Again she is checking the status – said she sees that they ? has been checking for a Tech to provide service. Escalated the claim again. Will call me back as soon as they have some information for me. 

As of today 01/18/2021 = 

Joseph 195 - reviewed the claim status - asked 'what are you going to do about this issue?'  assured me we will have a phone call/email with the name of a tech. within 4-6 hours. (time 1:51 MST pm).