Choice Home Warranty: Read 45,811 User Reviews From Real Homeowners

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Mitch New Braunfels, TX

Freezer still not working. The company has been out here to repair twice and still doesn’t work. They say they’ve ordered the same part twice now. Freezer has been taken apart three times. Gaskets are torn and will not seal properly. Freezer should be replaced.

2 years ago

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Dennis Kulp

I purchased the five year plan from them and I would say for the value of my money, it would probably rate a 5. But they make it very difficult to reach somebody, and their process of reimbursing customers for expenses out of pocket is cumbersome. It should not take the length of time it does, and to do it, what they ask contractors to do is extensive and complicated. And I had another experience with them where the contractor got so frustrated it took him multiple tries, he finally gave up. So I got involved with it and submitted the information on his behalf. They rejected that, then sent it back and said if you'll do it one more time, they would accept it. And he did it one more time and we got it accepted. They just make it a very cumbersome process for a contractor to work with them as well. My most recent experience was a garage door opener that failed and I called and they said that because they did not have technicians available at the time, they suggested I try to secure my own technician to get the repair done, and I did. They said they had a new method in which I would pay the technician to do the repair and as long as they preauthorized the type of repair, I submit the paid receipt to them and they reimburse me less the amount of the service call, which is $65 in my case.

2 years ago Edited September 6, 2023

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Steven Woodbridge, VA

I submitted for a repair leaking bathtub faucet and showed head and pipe damage. I was told by one of CHW receptionist that you did t cover the repairs. I also mentioned I purchased a new shower head and faucet just in case I needed a new one. I then Called a repairman to fix the leak because it was causing more damage to my walls and floors. After the repairs I called CHW again to speak to a rep, was told to resubmit the claim or provide the receipt for repairs in which I did just to be told they don’t cover leaks! Not what their policy says. I asked to speak to a manager and was denied several times. Totally sucks! Wanted to report to the military JAG and BBB.

2 years ago

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James Stephens

It took nearly a month to get any action. Claims manager told me technicians can not take time to look for leaks! Finally they sent someone to find the leak. He did not fix the leak, just showed it to me. I called claims manager and told het. She told me that she authorized the technician to do the work fixing four leaks. Technician said the claims manager can't and didn't give the approval. I complained online and received an answer online that the claims manager can't authorize work and that I have to open a new claim to get the work done. This company needs to train their employees!

2 years ago

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Montanna Deverreaux

I would not recommend Choice Home Warranty to anyone they’ve never made anything easy for me as their customer they went up on my service fee $20 without giving me any warning just for no reason they just went up from $65-$85 and every time I’ve had to file a claim with them, I’ve had to jump through hoops and do circus acts to get any satisfaction I would not recommend this company to anyone all of the technicians that I’ve ever dealt with have told me, this is one of the worst warranty companies that they deal with. I’m currently sitting here in 100° weather with no AC because they sent me an email telling me that replacement AC units had been approved then when the technician comes out here they only sent a part. My AC units are 31 years old. I made two separate claims as they had me do for each unit and the technician told them in his report they were too old Freon could not be put in them because it had been all outlawed and they had a crack, so they were beyond repair fast forward. They sent me an email saying your replacement have been approved. I don’t have any air to this day it is hundred degrees outside. I have a senior citizen in my home and a disabled person so no no and more no nobody needs to pay for this company .

2 years ago

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Linda Alpharetta, GA

They started out sending someone to access the service needed and to collect their exorbitant fee of $85 which isn’t applicable to what actually is still a hefty bill act the end. I m still waiting for installation of the water heater with a out of pocket cost of about $500. Don’t think I would recommend choice warranty their reviews rank them as one of the home warranty companies..

2 years ago

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John Dallas, TX

We bought it to cover our homes systems. Our home has been covered by Choice for aomost ten years. The AC went out in the middle of the summer when it was 107 degrees out. They took almost a week to send a repair person and they rejected the claim. The repair person/company said that the 7 year old compressor failed from wear and tear. Choice Home Warranty changed the decision and called it a catastrophic failure and would not cover it. Who wants a warranty that does not fix a covered item? They fixed my new refrigerature's ice maker and it had a known issue with that brand. I did appeal it and they were nasty on the phone and got me mad, while my family cooked at home. They could have cared less.

2 years ago

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David Kenner, LA

Your dispute customer service was great. Sorry it had to get to that level, but she did a great job of taking care of the situation. Hats off to her.

2 years ago

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Debbie North Richland Hills, TX

I've had a few technicians come to the house to repair some appliances. The technicians did a good job each time. I like that I can request appliances repairs online.

2 years ago

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Joseph Wichita Falls, TX

I have dealt with 4 differenct home warranties and have to admit the decision to change to Choice has proven to be one of the smarter decsions i have made.

2 years ago

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Margaret Tuckerton, NJ

Choice Hime Warranty comes thru every time. Quick efficient service. We have used others but Choice Home Warranty is the only one to trust your money too.

2 years ago

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Nidia

They answer right away when we need them.

2 years ago Edited September 6, 2023

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Mireille Michel Jacksonville, FL

Had to wait 2 weeks to have something to get fix and now my AC is going into 2 months to get fix. Sears was finally sent to assess it told me that it a ductwork problem and choice home will send someone else this is since the 29th . I have called them multiple time and they tell me that will call Sears and call me back. That is about 3 times.

2 years ago

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Gloria Charlotte, NC

Great response to the initial call to them. They soon had contacted someone to check out our dryer. It was just a few days later he was able to come and replace the part.

2 years ago

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Marlene Buford, GA

It was hard to get an immediate answer to a question. You had to either be transferred to someone or wait for someone to answer the phone and to wait for an e-mail for an answer to a question within 24 hours

2 years ago

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Charles Fesmire Macon, GA

Very deceptive business model. The claim review process is unethical. Claims should not be able to make it to the 3rd party technician without being reviewed and approved/denied before the service call is made and the customer pays the fee. I fear submitting any additional claims since I cannot be certain if it will actually be covered or if it is just briefly stated as covered but in reality it is not. Customer service reps lack emotional intelligence and sensitive training. They will not work with you. They only repeat the same information 3 times and abruptly hangup in my face. The claim process via the portal needs to be revised to remove Code Violations so customers will not try to submit a claim they believe is valid. Information and details input on claim by customers do not reach the 3rd party technician. This creates a discrepancy with establishing the root problem and further complicates the approval process for claims. No way to escalate issues to management and discuss reasonably or to get clear advisement on what is actually covered under policy.

2 years ago

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James Keller, TX

customer for 3 years. recent 2023 claim on two AC units two separate times took days to assign contractor and longer time to schedule repairs. Texas 105-107 and no AC. replaced 22 yr old unit on my ticket vs. repair by CHW. With the myriad of exceptions in fine print, question the value

2 years ago

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Roderick

Overall, they're very good, except for the time the air conditioner people didn't come.

2 years ago Edited January 10, 2024

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Randy Stephens Houston, TX

Good customer service and communication. Disappointed with time to get a technician scheduled, get parts approved, get parts delivered, then get tech back for installation.

2 years ago

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Margaret

I have excellent, expedient service with Choice Warranty. All of my issues have been addressed in a speedy manner and all with a resolution. Very pleased.

2 years ago

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XrpGal Shirley, NY

Incompetent customer service. I’ve had appliances that were needing replacement. They lied, and said number one: that I would be reimbursed at their wholesale rate. The reimbursement was a fraction of wholesale rate. I had a GE profile double oven. Current retail price about $3000. Wholesale price is well over $1000. They offered me $300. I had a GE profile microwave. Retail price is $700. They offered me $100 and change. They don’t replace anything. They tell you your appliance can be replaced, and then they send you a gift card for Lowe’s that you didn’t ask for, for a fraction of current wholesale prices. Number two: They said I accepted a Lowe’s gift certificate as payment, I didn’t. Then there was the most recent debacle with my central air conditioner. Their tech inserted a part in my air conditioner which was meant for a larger unit. It caused the entire motor to fail and needing replacement as a result, and then they wanted me to pay $3000 to have it replaced. I’ve told everybody I know to run away from this company. I will be taking them to court.

2 years ago Edited January 10, 2024

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Connor Finch

Lack of customer service. No one in the customer service department knows what’s going on. They barely speak any English. I feel like my first year with Choice was amazing and now that I renewed nothing gets approved or fixed by choice.

2 years ago

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Katheleen Vacaville, CA

I reported that two of my appliances had stopped working, my LG Washing Machine and my GE Dishwasher wasn't cleaning the dishes and that it wasn't using hot water. Someone called about my washing machine and came out to fix it. He said it was spinning like it was supposed to do after he did a few things to it. It washed three loads and stopped spinning again. No one called me about my dishwasher. When I contacted them, by phone, they said that they would connect me to the proper people. I either got a robot that couldn't understand what I was sayiong and couldn't understand the letters LG and GE. Even when I told them what the trouble was, they couldn't grasp it. I called a few times and eventually was told that the orders had been closed and completed . PERIOD. I WANT MY TWO AND HALF YR. WARRANTY PAYMENTS TO BE RETURNED TO ME AND CANCEL MY WARRANTY.

2 years ago

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Carl Uniontown, PA

I filed a claim for my A/C online. After 2 weeks, Choice had not found a local contractor to fix. I reverted to the option whereby I would contact someone to resolve the problem. There are two very big Heat/AC contractors in Uniontown but Choice was inept to call either for repair my unit. I called one of them and they came within 24 hours. I had to pay $125 service call. I took their diagnosis, estimation of repairs and photos to post online. After another 1.5 weeks or more I was finally told that the repairs were denied because 3 years ago, the outside unit for this AC system was replaced under Choice warranty, the inside components were supposed to be replaced but were not by the contactor. I was told that if I felt I was shorted by that contractor I would have to contact them directly. I am of the opinion that Choice should be doing this not me and repair the present broken components. AND that it took 2 weeks without any help to resolve this by Choice after the initial claim is unacceptable especially in the middle of the summer. I just extended Choice warranties on two properties for 3-4 years to the tune of over $3000. My future business with Choice along with negative reviews to many of my rental owner friends will be based on the final outcome of this particular claim.

2 years ago

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Mildred White

2 years ago Edited August 2, 2024

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Jaroslav

If we have a problem, they're very good. We didn't have any bad experiences with any technicians. My problem with Choice is that we have the refrigerator which is kind of old. We constantly have problems with that and we pay $45 for the visit and Choice pays a lot of money to the company. I think it's a waste of company's money and our money.

2 years ago

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Maksym

I'm not really satisfied. Just three weeks ago my dishwasher was broken and my dishwasher cost in a store costs almost $1000 and they gave me just $250 which doesn't covere installation, dishwasher cost and delivery of the dishwasher. I tried to call to reach someone to talk about my problem. Almost 3 weeks and it's not easy. Nobody is calling back when I left my phone number and when I send the e-mail, nobody sends me answers to my e-mail. So it's not easy to reach their customer service.

2 years ago

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Nylda

I had two appliances that broke at the same time and I was able to connect with them and get a technician to my house right away. I think it's very reasonable.

2 years ago

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Jackie

They were very helpful because I have called them back to tell them that the contractor that they sent out did not complete the job to my satisfaction, and they have been very helpful. I'm currently using it to fix my air conditioning system. And customer service has been very friendly.

2 years ago

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Janice

You can't speak to anybody, they're far too important to visit with any of their clients that pay them, and I just don't care for that at all. I scheduled an appointment, they called, rang the phone one time, and then sent me an e-mail that said that if I want to reschedule I can do that a week later whenI had already waited about 5 days. I just think that they proclaim themselves self-important and apparently the rest of us are peons.

2 years ago

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Anonymous

They don't answer their phone and it takes forever for them to call you back. If the maintenance person is there and they have a question about whether something is covered or not, or to get authorization they don't answer and the person who's come to fix an appliance has to wait until it gets authorized and they get angry and I get angry too, because they don't answer their phone quickly.

2 years ago

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Margarita

I was thinking that I could call in if I need the service and they are going to send me someone right away. That didn't happen. They never respond to my calls, I had to go online. They told me like it would take 24 to 48 hours to get someone out, even if it was urgent.

2 years ago

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Anonymous

I submitted a claim and they had a service provider respond within two to three business days. They're typically responsive and helpful, but sometimes they have rules that are difficult to manage.

2 years ago

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Anonymous

It's just mediocre. I used it one time. The person that was supposed to come to do the work never showed up. So then the other time I use it, he showed up, but he never came back to do the work. So that was some of the experience I've had with them.

2 years ago

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Sharon

One thing I do appreciate is when they can't send me somebody quickly, they will let me pick somebody. That was a good experience for me. The last time I dealt with them, they had somebody out here the next day.

2 years ago

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Debra

They help me with everything I've initiated. Most of it's done online. This last time I needed help with a garbage disposal. They just came in and put in a whole new one.

2 years ago

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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!

2 years 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.

2 years 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.

2 years 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.

2 years 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!

2 years 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.

2 years ago

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Phillip

What I like about CHW is the friendliness over the phone when making a request for help on whatever the problem you might have, small or big. Thanks CHW.

2 years ago Edited September 18, 2024

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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

2 years 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.

2 years 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????

2 years 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.

2 years 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.

2 years 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.

2 years 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

2 years ago

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