Complaint Review: Choice Home Warranty - Edison NJ

My mom bought Choice Home Warranty and had to file her first claim on 1/3/22 for a 2005 wall heater that stopped working. It is in the middle of winter, and she is freezing!

As of today 3/16/22 my mom’s wall heater is not fixed. They have sent two different technicians and ordered parts 3 separate times. Both technicians have stated to my mom that the 15+ unit should be replaced. From what I researched a typical wall heater lasts 15 years which my mom's unit is past that. The parts are extremely hard to find or is not really for that unit.

The technician said he got approval to replace the unit but then the company said he must order more parts instead. Mind you my mom has been out of a heater going on 2 months in the dead of winter. Freezing temperatures with ice, sleet, and snow on the ground. Extremely low temperatures!!! She is in her 70+. How can they treat her like this?

I hope they do not do this to their mother because my feeling is that this is elderly abuse. All because it cost less to replace parts than replace the unit itself. Who cares she is going without heat for 2 months right? It is not them that has to do it.

I have called Choice warranty on Feb 23, 24, 25, 26, and each time I got nowhere with the CS Reps. Each time I have requested to speak with a supervisor and the CS Rep must put in a request for a supervisor to call me which can take 24 hours. Well, it has been over a week and no supervisors has called me.

I am so frustrated they are treating my mother like this, and they do not seem to care! If they did they would be calling me or trying to figure how to get my mom some heat.

Update 2-26-22: CS Rep said the parts should be coming in the week of Feb 28 to March 4th and that week we could have the technician come to fix the unit.

update 3-8-22: No parts and NO return phone calls from supervisor (I've requested a supervisor since Feb 23) or technician. Mom finally found out the parts are on back order with no date of arrival. Mom told me; She is expecting more snowstorms.

3-9-22 Explained situation and explained I have never received a return phone call from a supervisor since Feb 23. I gave her my name and number to put in the notes again. The CS rep put me on hold and spoke with her team. She said the managers are aware of our case. The CS Rep stated, she must send the technician a note and request him to update the account regarding the parts on back order and to allow him 24 hours to update the account. After that they will investigate what my mom's options are. I again requested a supervisor to call me.

Update: 3-11-22: No supervisor has called me back. called and spoke with CS Rep Edgar. My mom and I explained the situation and we requested an update on the back ordered parts or our options. No information was provided, then what was previously given in the past. NOTHING. Edgar blew us off. At one point he stated the parts are not authorized because they cost over a $1,000+ and we had to pay for them out of pocket.

Mind you thru this entire process they stated if they cannot fix the unit then it would be replaced. Again, we requested to speak with a supervisor, and he stated he would put in a request. Is there anyone holding these CS reps accountable or overseeing them? There is no legitimate escalation process because the rep can say whatever they want, hang up with you, and never request a supervisor. When you call back the same thing happens again. You get nowhere. This must be what they want!

We hung up and called back and spoke with CS rep Maggie who stated she saw no such information that we had to pay for any parts. That the parts are approved. Why would Edgar say that we had to pay????? Maggie stated we had to wait for the parts on back order (No date on arrival of parts). No other options and no way to speak with a supervisor at this moment. She had to put in another request to speak with a supervisor. 24hrs

update 3-16-22: No supervisor has called me back after 15+ requests; dating back to the first request 2-23-22. My mom (policy holder) and I have both requested them to call me and not my mother. We had them put my number in the notes of the claim. Wall heater still not fixed since 1-3-22. No information on back ordered parts.

Called and spoke with CS Rep Maggie. She stated a supervisor tried calling my mom on Sunday, but my mom missed the call. They never tried calling again or never tried calling the proper phone number we requested. Maggie put in another 24-hr. supervisor request but this time from another department (Resource dept). She stated they will call me back.