Choice Home Warranty Reviews

I am writing to formally document my experience with Choice Home Warranty and Sears Home Services, specifically regarding an interaction with a Choice Home Warranty supervisor named Elijah. On the morning of Friday, January 2, Sears Home Services advised that a technician would arrive between 7:25–8:59 AM, with an estimated arrival time of 8:09 AM. At approximately 8:45 AM, I checked the Sears app and saw a message from technician Tariq R. stating: “Sorry we missed you. We visited your home at 8:21 AM EST.” This message was inaccurate. I was home the entire time, seated in my living room with the lights on. My front door is partially glass, and I also have Ring camera timestamps confirming no technician arrived at my home. I attempted to contact Sears directly but was only able to reach an automated system. I then contacted Choice Home Warranty and received a callback at 8:49 AM. The first representative I spoke with was professional and attempted to assist; however, she stated that all she could see was an appointment window of 7:00 AM–6:00 PM, which was inconsistent with the information provided to me by Sears. Because there had been no update communicated to me and I did not want to wait an additional 24–48 hours for resolution, I requested to speak with a supervisor. I have no complaint regarding that representative. I was then transferred to Elijah. While I acknowledge that I was frustrated, I clearly stated that I understood the situation was not his personal fault. My frustration stemmed from ongoing issues with Sears and the claims process. For background, Sears had visited the previous week and advised that the heat would work after 12 hours if the system was powered down at the circuit. This did not resolve the issue. I was later informed that the prior Sears technician had not submitted a report, and Choice Home Warranty required 48 hours for submission before another appointment could be scheduled. As a result, my follow-up appointment was delayed by nine days. During the call, Elijah placed me on hold to contact Sears and also reached an automated system. At that time, the system stated an estimated arrival time of 3:49 PM, which had not previously appeared on my end or been communicated by the earlier representative. I explained this discrepancy. Elijah suggested that the technician may have rearranged their schedule; however, I reiterated that no such update was visible to me. Although we ultimately agreed to wait as long as the technician arrived that same day, Elijah continued to insist that the appointment had not been missed and that the “missed visit” message was merely an automated error. At no point did I make personal attacks toward Elijah; my concerns were directed solely at the technician and the service process. I do believe Choice Home Warranty’s leniency toward service providers contributes to situations like this. At the conclusion of the call, while continuing to explain his position, Elijah stated: “I’m glad I can be that pin cushion for you today.” I found this comment unprofessional and inappropriate, particularly given that I had already acknowledged that the issue was not personal and was seeking resolution rather than confrontation. As it turned out I was right. SEARS did cancel the appt untill the 12th. I had to call Choice back to demand a new tech. GK Mechanical that came out in the 6th and fixed the problem in less than 10 minutes.

I see your effort. I appreciate your resilience. And I am grateful for the kindness you show day after day. Keep shining ! you make your team stronger. Thank you!