Choice Home Warranty: Read 47,015 User Reviews From Real Homeowners

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Zahra Aliso Viejo, CA

Choice Home Warranty leadership exhibits a non caring attitude toward customer service, which is reflected in the manner in which they provide service. Their delay in taking action in response to claims results in more damages than the service they provide, that is if they even provide it within a their own time frame . I opened a claim for a plumbing related issue and water leak two days ago and they still have not assigned me a vendor. After two calls in two days of not hearing anything from any Choice assigned vendor, I asked to speak with a supervisory staff in attempt to inform them of the seriousness and the damaging effects of the water leak. I was connected to Kathy, one of the supervisors, who told me they have not been able to locate a vendor. The part of conversation that was most bothersome to me was her apathetic, indifferent and insensitive way of responding to my plea for help to expedite this claim as water leak could lead to major damaging problems. Her uncaring and "so what" attitude changed my whole opinion about Choice home Warranty. I was and still am in a state of disbelief as the leadership sets the tone for how the staff will view customer service. This company lost my vote of confidence and I hope they read my comments and take it as a constructive feedback to make improvement. After this experience I would no longer recommend this company.

2 years ago

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James Apple Valley, CA

When the AC wouldn't cool you made me feel like I was the culprit and after that didn't work you seemed to blame the home inspector. You delayed and delayed instead of getting it fixed. Sometimes you just need to get things done.

2 years ago

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Adam Saint Paul, MN

CHW is the absolute worst company to deal with. Horrible customer service that is VERY hard to communicate with. The technicians they send out to your property are the worst of the worst. - Worst of the worst companies - Lazy and unsafe - They have used my own tools to attempt to fix problems - Set smoke alarms off by burning some type of metal (just great when you have a 3 month old baby in the house) - Techs will leave for multiple hours with no notice and then show back up at 7PM when my family and I are trying to get ready for bed - On multiple occasions I have gotten second opinions from trusted companies and they were concerned and confused by what your companies had said, done, recommended. The replacement AC unit we got installed was the lowest of low quality. It performs worse than the 30 year old unit it replaced, and when I got a second opinion from another company they said that Goodman AC units are something they never recommend to customers because of the low quality. I also LOVE how almost every technician sent out to my house complained endlessly on how much they hate working with CHW. Doesn't make CHW look very good, and confirms that its not just me having these issues with CHW. Between all of the stress, anger, frustration, low quality service, and shit replacement products I would NEVER recommend CHW or their parent company HWA to anyone, unless I hated that person. I would have much rather saved the money I spent on this garbage warranty and went out to hire and pay for my own repairs/replacements. I'm sure I have a lot more things to add, but I don't want to waste anymore of my time. Nothing will change. Even though I'm covered for another couple months, I won't be wasting my time or money reaching out to CHW for assistance.

2 years ago

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Anonymous Surprise, AZ

I just had a leak on my garbage disposal and and I had to use my warranty. Everything that I've done was online and everything was taken care of in a timely manner.

2 years ago

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Thomas Melbourne Beach, FL

I made a claim a couple months ago for an electrical outlet that didn't work, I didn't get any notification from Choice for a couple of days. And then I had to finally call them and find out whether or not they'd assigned it to somebody. And it took another day to get that and then the person they assigned it to never called and ended up never coming out. They never responded to any of my voicemails or attempts to contact them. So I told Choice that I was going to cancel the contract unless they put it with another contractor, and that's what it took.

2 years ago

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Tyrone Orlando, FL

I was able to put in the request online and get a quick response back and the work was finished in a matter of days. I needed to get my garage door repaired.

2 years ago

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Sharon Ocala, FL

I'm very pleased with them. My dryer started to smoke and I made one phone call. They were out within two days and the gentlemen fixed it. They were excellent.

2 years ago

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MaryEllen MO

I have to say I have not been very happy with Choice and the recent service from them with regard to our AC was terrible. The work and service from their contractors is AWESOME but Choice is terrible. A 20 year old AC unit quit working and rather than replace the unit as recommended by both companies they wanted them to "band-aid" repairs to limp along. When they did not assure they would reimburse the 1st contractor if the bandaid did not work and he refused to do it...they reassigned the job to another contractor. Lucky for us they were a top notch contractor who above and beyond to replace just about every component of the system except the outer casing. And I would not be surprised if they didn't reimburse that contractor the full amount they should have. Additionally the monthly amounts have increased from $45/month and a $65 copay to $63/ month and a $85 copay all without prior notification. Don't think I will be continuing our relationship. The biggest reason I obtained this warranty was for theac system and they refused to replace it when recommended 2 times. Our oven was recommended for replacement too and they refused.

2 years ago

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Regina Ashburn, VA

I like the fact that I reported a problem with the stove and oven. A technician was sent to come and asses and fixed the problem. I am happy with the work done.

2 years ago

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Sam Austin, TX

Pro: Peace of mind; cost of actual service. Con: Variable service response times; time required for actual repair, acquisition of parts; long term value for money uncertain.

2 years ago

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Chase Victorson Yonkers, NY

The filing of a claim is easy enough However, once that happens things are hit or miss. Often times the contractors are nice, but they do not do much follow up, and are only there for one hour because that is what Choice authorizes. If they cannot identify or fix the problem within that hour, they throw their hands up in the air and say "well, I need to get approval." My experience is that this approval is rarely if ever granted. My most recent experience was along these lines and I received a rejection/denial even though the contractor simply asked for more time to identify the issue. Choice decided (miraculously somehow) that they not only already knew what the issue was, but they knew that it was not covered under the policy. I of course 'appealed' this via their mechanism for doing so. I say "appealed" because it wasn't an appeal, it was me calling into their service center to have one of their managers yell at me and tell me that the "decision stands" - when asked for evidence as to why they made their decision the way they did I was told "that is for internal use only" long story short, it sure seems to the outside observer that Choice made this decision simply in the interest of not wanting to make any repairs rather than because we have a contract saying that they need to. I have filed a complaint with the state insurance board because this process is garbage, and pending the resolution of that, will likely drop Choice Home Warranty.

2 years ago

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Kaitlyn Aberdeen, NC

I don’t like how they don’t give you any directions for the choose your own reimbursement option but then won’t approve your claim to get reimbursed. They also choose the most off the wall technician companies that haven’t made me feel comfortable but then won’t let me choose my own company/reimburse me. I’m looking for a new home warranty company.

2 years ago

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Maverick Lee Dallas, TX

I disliked that I could never get anybody to call me back, or email me without something. Just sort of an act of god. Then when I get a AC person out, I get led to believe that they would interface with Choice as long as I agreed to pay the remainder they could get things started and file the paper work. Only to find that I was left holding the bag because choice wouldn't even return a call or email. Now I'm spending what time I have left and what little money I have from social Security disability due to my brain tumor trying to pay these guys 6300 myself. I can't decide which company is more crooked.

2 years ago

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Jerry Hashimura

It’s been 1 month and fridge still not fixed. Repair person came out a week after we called Choice Home Warranty; he ordered part and installed a week later. Fridge not working at all now. Called him to come back out, set appointment 10 days later, he didn’t show up today, and I called him. He answered and said he no longer works for Choice Home as they are unreliable and don’t pay on time. I called Choice Home again today, 5/16, and the first customer rep hung up after we said we’d like to speak to her supervisor. Called back but they wouldn’t do anything but set another appointment for a service tech. Received email from Choice Home within an hour of hanging up and they stated we have an appointment with the same service tech and didn’t fix it and said he no longer does work for Choice Home. Still haven’t heard from anyone. Not happy at all.

2 years ago

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Carl DelloStritto Miami, FL

Choice created a claim for my AC and someone came out in 2 days. They also created one with my washing machine and the contractor had figured out what was wrong and fixed in a timely fashion.

2 years ago

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Quentin Oropeza

My only problem with Choice Home Warrant. Program is the constant increases in price. Can’t really fault Choice for this as nearly everything we touch has seen price increases.

2 years ago

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James Vicksburg, MS

Technician taking the $85 and not showing up to replace ceiling fan! Technician making appointment and not showing up or calling to say he can’t make it. I have to work so I have dad come to sit for me and he has to drive 55 miles to do that! I’m already out of $85 dollars from ceiling fan tech. Which by the way I’m starting to think this warranty thing is a scam! He told my dad that he would email me a receipt haven’t gotten it yet. The furnace guy did the no call no show it was scheduled for 5/11/23 3-8. I get it was raining but have the decency to call gas is not free.

2 years ago

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Cindy Birmingham, AL

I have choice home Warrantee and as a realtor I recommend CHW to all of my clients. My recent denial of a claim on my Dishwasher without a second opinion and even after I advised that it is a wear and tear issue according to a tech from sears they still denied. I don’t think i will continue to refer CHW

2 years ago

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Amber Mac Opelika, AL

I disliked everything about the company. I basically am stuck for paying for all my home repairs because they allowed someone with limited knowledge to work on my water heater, which I will have to pay out of pocket to replace. And the AC man they sent could not find the leak, he said it was impossible; therefore, I had to pay out of pocket for a new unit. If the people they are sending to complete these jobs are unhappy and taken advantage how in the world could a customer be happy. I would NEVER again go with this company. Also, I have recommended to my real estate agent to recommend another home warranty company for his new buyers. I didn't pick a star because they don't even deserve just one.

2 years ago

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Ansar Skokie, IL

Recently cloth dryer was repaired by replacing 20 years old motor but 20 years old same belt was kept in place. Belt just snapped few days back and drum is not spinning. Why the old belt was not replaced same time with motor? Now it’s a double expenditure for me as well as Choice warranty. Very disappointing.

2 years ago

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Syl Simm

While the communication from CHW to customer is good, I’m disappointed to find that there is a less than favorable relationship with CHW and the technicians. Please do not mislead or under pay technicians for their work. I expect CHW to properly and accurately pay out claims they are responsible for just as the customer is responsible for paying the service fee.

2 years ago

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Robert North Las Vegas, NV

I've used it three times and the last time it was for my air conditioner. The condensive motor went out and they responded within a couple days and had it fixed.

2 years ago

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Steven Roslyn Heights, NY

Repairs are generally done well and quickly. I tried to use my warranty. I was told the part was unavailable. I was then told I had a buyout option and the buyout option was so paltry that it's laughable. I have a brand new $600 dishwasher, it's four years old and I was offered $200 for it, as if I had bought a cheap construction grade appliance when in fact I bought a premium appliance. So I'm very disappointed with the buyout option. I think it's a joke.

2 years ago

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Judy Fort Worth, TX

They were very prompt, taking care of the problem I had. I had to use it for my garage door opener and they came out and fixed it. And it works just fine now.

2 years ago

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Ragu

They keep on increasing the price every year and the initial payment. I had an issue with one of the A/C units and the problem was the person came to replace the conductor and when I asked him to take a look at the cooling system he said no.

2 years ago

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Alfred Chesapeake, VA

When I used them they couldn't find someone within the 24 to 48 hour time frame and encouraged me to go the reimbursement route to find a pool cleaning company which we had already had. That communication is excellent. I'm still just waiting for the reimbursement check to come through.

2 years ago

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Mili Escondido, CA

I had a couple fans that broke and so I called and within 24 hours they sent some. Somebody came within a week I had somebody come to my house and fix my broken fans.

2 years ago

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Joseph North Port, FL

They use Sears a lot & Sears in completely useless. No call No show, change service dates to a month out the day before service was to occur. Told by Choice rep there was nothing they can do about it.

2 years ago Edited January 10, 2024

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Mary J. Auman & Dover, PA

Currently you have people that are just reading from a script, not knowing exactly what is covered, and your online is not very descriptive on what's covered as well. It just stays heating, ventilation, and then it specifies certain things that are excluded. I'm also having issues trying to find contractors somewhere in my area that will take warranties. I guess they got burned a few times.

2 years ago

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Tammy Kearney, NE

They need to find providers that cover the area where I live or tell me they don't have anybody that can help me. I'm at the point right now, deciding if I continue with them or not because I live in a town with 40,000 people and they couldn't find anybody to fix my water heater. I lived without water for 4 days and I had to find the provider person who could do it myself, Choice did not do it. Then of course I'm not getting reimbursed the total amount.

2 years ago

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Diana Las Vegas, NV

I've had 2 service calls and I've been happy with the people they sent out. I am very happy. I bought the 5 year plan, plus they gave me an extra year.

2 years ago

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Richard And Charlotte Hampton, VA

They find they tried to find the cheapest person or company to do a a job. There's a price that is charged when it's over the cost of the service. They had trouble finding a person to do the work. The person that was supposed to do the work didn't take the job because he wasn't going to get paid enough.

2 years ago

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Debbie Rio Rancho, NM

My heater was making a really loud noise and so I called in, they had a guy come out the next day and he took care of the problem. The rep was out pretty quick and did a good job.

2 years ago

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Anonymous Cabot, AR

The water line going to my refrigerator sprung a leak. It was about a month ago, so six weeks ago maybe. The repiar was good. I keep getting emails every day offering me all these things when I am already signed up.

2 years ago

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Alexandra Pittsburgh, PA

I had a broken garbage disposal and I had to argue and back and forth, back and forth, until they decided that it won't be covered. I've had problems, and other than that everything eventually was taken care of. They send somebody out as soon as they can. I'm just satisfied.

2 years ago

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Anonymous Sunbury, OH

I had the furnace go out and five days later they called and said we'll get your appointment set up for you. Well, the appointment was finally set up, but by then I had to have it fixed because people were getting sick. So it did me no good on that one. Then the dishwasher went out and they said, well the thing's 20 years old, we'll give you $200 credited at Lowe's and you go buy one and put it in yourself. That didn't work well. I would not recommend them to anybody.

2 years ago

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Christine Marrero, LA

I've had a couple of experiences where they assign somebody to come fix the problem and they never show up. The customer support was actually pretty, pretty good, especially in those situations. There was one time that my dishwasher did not want to start. This was when they sent about 3 companies and none of them showed up, and eventually they had to pay me to be able to get somebody else from that I trusted to be able to fix it.

2 years ago

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Landry Queen Creek, AZ

I had to get a new pressure valve for my my pool and it was done then next day so I was pleased with that. They get things done when they when it needs to get done.

2 years ago

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Tyrone Pasadena, MD

Sometimes you don't speak to a customer service, you can do everything online. I use my warranty for my dryer. It turned out okay, they sent a service person who fixed it.

2 years ago

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caryn summers Reno, NV

Responded quickly after I submitted a claim. The technician called the next day to schedule an appointment, and fixed my fridge the next day. Very satisfied.

2 years ago Edited January 10, 2024

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Tammy Belcher Evansville, IN

Worst customer service. They won’t talk to you on the phone on how to resolve any problem. They direct you to email or app and then it is a totally generic automated response. I put claim in about plumbing issue- it was roots in line so had to pay myself. Put another claim about dishwasher- took so long and they sent a message saying I could get my own tech and they reimburse. I did that before reading every word and long story short, I never got reimbursed. I did try to communicate with them about the process and how to do it but could never get a person or great information. Then it took so long they said it was past the allowable time. Another current air conditioning claim- I refuse to call my own tech d/t my last experience. I am still sitting here and it’s been well over a month. I’m guessing they won’t cover this when someone does come out. Even techs I talk to don’t like this company. I am not a person that reads every word of contracts, but I finally did on this. Basically there are clauses that can get them out of anything. I’m beyond upset. Tried to do a google review and couldn’t even find a way to do that.

2 years ago Edited January 10, 2024

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Malcolm Cincinnati, OH

Poor customer service. Would not approve a simple task of resetting a leaking toilet because we couldn't get an immediate quote from the plumber who wasn't authorized by his company to quote prices. Choice had no plumbers in their network that could do the task. We had to get an out of network plumber. Choice refused to reimburse us even when we explained the situation.

2 years ago Edited January 10, 2024

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Linda Cincinnati, OH

I've been a policy holder for 15-16 years. I have been happy being a customer until the last year. Last time I went to renew, I renewed it for 3 years and it was a big mistake. Recently I used it with a washing machine. After having the repair person to my house on three different occation for the same reason within a 2-3 week period, Choice approved the payment for the repair man to change the motherboard. It was over $400, but when the repairman was in my home, I asked him to call and find out when the motherboard would be available. They told him 4-6 weeks. That was fine to Choice Home Warranty but it wasn't fine for me and my family to be without a washer for 4-6 weeks. I had to call and explain that to them. So they offered to pay me to use a wash machine. The checks they wrote me for a new washer was $125 less than what they were willing to pay the repair person if we were willing to wait 4-6 weeks. I was very disappointed. They would pay more to get it repaired than for me to replace it.

2 years ago

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Henry Memphis, TN

Sometimes you can't get through. I tried to call one time and I was on the phone talking and they couldn't hear me and I couldn't understand them, so I had to tell the person, "hey, I'll call you back." I called back and had to get another person. I don't know where they got their phone calls going to, overseas or to some other place, but there's been a problem.

2 years ago

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Marian & Michael Fort Worth, TX

My heat was off and it was freezing outside and they came and took care of it. I've been impressed by the people that Choice sent. They were very professional.

2 years ago

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Doug Georgetown, TX

Just today I had the home warranty people out because over the weekend my air conditioner stopped working. It was very fast and quick and it's repaired and I'm very happy with today's service.

2 years ago

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William Kingsland, GA

When I first joined Choice they had a lot of exclusions and now all the exclusions have been removed, so I'm really pleased with that. They're not easy to contact as far as getting somebody on the phone.

2 years ago

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Anonymous Indian Land, SC

I think they have to search to get somebody to agree to the rate that they're paying, so I think that takes some time, but they tend to get the help you need within a reasonable time.

2 years ago

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Louis And Karen Myrtle Beach, SC

We've chatted with customer service a couple of times and it's a "this is our policy, this is what we're doing, we don't really care how you feel, we don't care about the situation, policy says this" where a lot of companies would say, "hey, I understand, we'll try to work something out, this is our policy, we can't do what you want but we'll try to do something" none of which happened in my situation with Choice, both in my previous house and even with the new house.

2 years ago

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Anonymous Mesa, AZ

In November the dishwasher failed after paying for 2 technicians to come out. They just refused to fix it, saying they couldn't find the part. I went online and found the part in 5 minutes and they still refused to fix my dishwasher. Now they told me I had to do a replacement, which is not a replacement. They give you a whole $240.

2 years ago

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