Complaint Review: Choice Home Warranty

Horrible company from the very start. This is my first claim with the company since getting the policy after buying my home. As spring started getting warmer and the A/C kicked on, I noticed it wasn't cooling off inside the home correctly. I hired an AC company to come service the unit (knowing this is not covered by the warranty so I hired another company), the other company checked the AC and found it working properly but when they inspected the attic they said the ductwork needed repair or replacement including insulation, ducts, boots, collars, grills, etc. I called Choice Home Warranty and explained this to them and the person on the phone had no idea what insulation was or ductwork - clearly incompetent and should have been better trained. But they sent their AC guy out who was 3 hours late. He confirmed exactly what the first AC company had said the week before. My claim was denied and I disputed it because they said it was denied because they don't cover insulation. When the dispute agent called, he reiterated that insulation is not covered and told me to have "all the ductwork repaired" and to call if they are continued issues. This makes no sense because the insulation is only part of the problem.

They are denying a claim on ductwork (which is covered) merely because of the insulation part of the claim. I would have been happy to pay for the portion that includes everything not covered such as insulation but they merely said fix it yourself and then call us if there is still an issue. This is preposterous because there won't be an issue with the covered items after I pay to fix them because I will already have had them fixed. This company is a sham and a rip off. Don't use them. I'm going back to American Home Shield and reporting this company to the BBB. Seems fraudulent to me.