Choice Home Warranty Reviews
9.3
Overall Score
Filter by:
Sort by:
KathrynW Winder, GA
Promptly scheduled appointment. Service company contacted me immediately to request earlier time. Good communication by technicians. Fixed the issue. Was impressed.
3 years ago
Larry Cossey Houston, TX
Just bought the product, heard a lot of good things from others and decided to go
get the plan for my home. I am retired on fixed income so I need assurance that all my home equipment is taken care of it needed.
3 years ago
Skraw1 Pensacola, FL
Placed a claim for my heat pump (5 years old) - Choice’s technician did not show up at the scheduled time, did not answer calls or return messages. I called Choice the next day,,which was Saturday, and was told by a representative to call back on Monday. I live in Florida and at this point my AC had been down since the previous Tuesday, I emailed Choice at that point and told them to cancel the contract and issue a refund. I heard from a “manager” a little while later telling me to get my own technician and Choice will reimburse for the repair. I did that, it ended up being a refrigerant leak, the cost of the repair was around $800. It’s now a month later and a constant loop of incompetent people asking for a information about the charges, I send it, then they ask for it again. I believe they have no intention of paying claims, or only paying very small ones. They hope to wear customers out with requests for information until they get tired of it and walk away. I would make this rating a zero if I could - Choice Home Warranty is absolutely worthless.
3 years ago
Gerald Lee Dean Knoxville, TN
Your claims service and your organization is nothing short of a joke. Every time we have a claim, it is NOT covered according to theTerms & Conditions. I am sure that this is by design in that, you have a team of experts that have determined what components in the home are most likely to fail, and you have excluded these from the warranty. Contrary to what is written in your brochures, and contrary to what is stated by your sales personnel, you are NOT a customer service—oriented organization, Instead, all you care about is the bottom line, and you make great effort to screw homeowners every chance you get. You are a homeowner “DISSERVICE” organization. I will be canceling our contract ASAP, and I assure you that I will be passing this information on to ALL of my family, friends, and acquaintances that I have encountered—areas include Knoxville TN, south-central WV, middle TN and west TN.
Given the level of your customer service, you must get similar ratings to this one constantly. Given the quality of your customer, I would wage a sizable bet that realistic ratings like this one never make it to your website.
I have tried to describe your company and your service as sincerely and accurately as possible, and I will stand by my feedback to the end.
3 years ago
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with our policy. We are committed to providing a positive customer experience and we take all feedback very seriously.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.
We encourage all of our customers to review their coverage.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.
We encourage all of our customers to review their coverage.
Apr. 13th, 2021
Kristina Butler Mesa, AZ
I signed up online yesterday. Today I received a call from a salesperson saying that he wanted to offer me a lower rate, as the online registration gives a 'computer generated version' of the quote to which he can provide a better offer. He asked for my credit card number. When I told him my credit card was already charged, he told me that he couldn't give me the lower rate and he can try forwarding me to customer support. After waiting 14 minutes on hold, I explained this to the representative, who told me that they would need to forward me to another department. Then I was hung up on. I will be looking for a way to get out of this, as I have already had a bad experience after 1 day.
3 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the sales experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Director of Sales who will review this matter and handle accordingly.
Apr. 13th, 2021
Ronald Smtih Siloam Springs, AR
Unfortunately this is the worst customer service experience I have ever experienced. First, after the diagnosis of my clothes washer, CHW made the decision they wanted to replace my washer but only offered $343.00 in e-gift card to replace it therough Lowes. I declined the offer and elected for a phone appeal. They put me out 10 days to have the phone appeal and it would only be for 15 minutes. After waiting 10 days for the appeal, the rep I spoke with was very uncaring and appeared to to be simply reading from a script. I wasn't asking for CHW to replace my washer with a top of the line unit but I did think it was fair to replace it with a comparable unit. I have a Maytag and the least expensive Maytag Lowes carries is $700.00. Not only would CHW not consider that, they would not even consider the least expensive wassher Lowes carries which is an Amanna for $500.00. After no cooperation from CHW I simply said to send me the e-gift card. They said they would send it to my email. I waited two hours and had not had any reply from them. I emailed them asking when I would receive the email with the e-gift card because I had already been without a washer for two weeks and I needed to get this resolved that day so I could go to Lowes and pick a unit out and pay the extra amount out of my pocket in order to have a washer. Again, I waited three more hours and never recieved any reply so I called CHW. After speaking to a rep and describing the situation, they stated I would have to wait up to 30 days before I would receive my e-gift card by email. I expressed how unacceptable that was and asked to speak to someone to expedite the situation. After being placed on hold for eight minutes, I was hung up on. I called back and after speaking to another rep, I was told I would be contacted within the next 24 hours by a supervisor. Well, I am waiting to see if I am contacted or not. It has been 20 hours so far with no phone call.
All this from a loyal customer of 3.5 years who has also just signed a renewal of my cntract for another 6.5 years. All of which I have paid upfront, not monthly payments. Needless to say, based on this description so far, very disappointing customer service is an understatement.
3 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
Apr. 13th, 2021
Larry Noble Saint Paul, MN
Even though you could not find a technician to come out and repair my fridge I was able to and it was easy to file the claim and get paid all but the $45.
3 years ago
Angel Mattioli North Haven, CT
Luke was very easy to work with. In just a matter of minutes I had a policy ready and paid for. I wish all sales and service calls could be so pleasant!
3 years ago
Review Source
Alice McNeely Garland, TX
Choice Warranty is worth it because I don't have to look online and call my friends and ask them if they know of a good repair person.
So far no problems with CW.
3 years ago Edited January 10, 2024
Alan y Greensburg, PA
This company rarely covers anything that goes wrong and is strict, even with the total plan. One time they covered a minor tub drain clog but that was easy and likely covered most by the $45 service fee. A second time a toilet reset was all that was covered and I could've done that myself and saved the fee. Ive been with this company for 7-8 years but have had no return on value and have got to the point where I just youtube and learn or find a friend to do the minor things they actually do cover. Good look with anything major!
3 years ago
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with our policy. We are committed to providing a positive customer experience and we take all feedback very seriously.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.
We encourage all of our customers to review their coverage.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.
We encourage all of our customers to review their coverage.
Apr. 12th, 2021
Justin Alberico Detroit, MI
I appreciate the low cost and the options for better discounts for longer terms, however, during the sales pitch I was blatantly lied to. I was told there is no month to month billing, but then as I denied the last offer, Gerald quickly said oh we'll just put you on month to month then. Not a good way to start.
3 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the sales experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Director of Sales who will review this matter and handle accordingly.
Apr. 12th, 2021
DLS Stony Point, NY
Amy was very nice and helpful,she left me a message yesterday and I returned her call today.I was thankful that she didn't hound me by calling umpteen times which is one of the reasons I decided to call her back.
3 years ago
R L Dresden, TN
Filing a claim online works well. The wait time for a repairman is beyond acceptable, especially when a critical appliance like your refrigerator is not working. It's hard to do without your refrigerator for over a week. I would say that priority should be placed on a customer's refrigerator.
3 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.
Apr. 8th, 2021
Frances Mamaroneck, NY
The technician was excellent, knowledgeable and professional..
I was disappointed that the service was not covered by my Home Warranty plan.
my 6 yr contact with you that my air conditioner, water tank, etc. had to be almost unrepairable for you to pay for repair.
3 years ago
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with the determination of your claim. We are committed to providing a positive customer experience and we take all feedback very seriously.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement. We encourage all of our customers to review their coverage.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement. We encourage all of our customers to review their coverage.
Apr. 8th, 2021
Mary Edwards Marietta, GA
Technician came out to check my air conditioner on 31 March said I would hear from them by the middle of next week and I still have heard nothing from Southern air or choice warranty and the weather is getting hot
3 years ago
Deborah Liskany Dayton, OH
I was dissapointed in the amount that was offered to me for my front loading xtra large tub washing machine. I checked and I would have to buy the cheapest machine that they have. I hate doing that. Im used to washing my comforters and rugs in that.
3 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
Apr. 8th, 2021
JK Kemmerer, WY
I just called to cancel my warranty (as the monthly fee plus service charge always costs more than what it would cost me out of pocket) and the employee wouldn't listen. He kept saying, I understand, but you've been a customer since 2019, think of how much it's saved you. He wouldn't listen when I said it hadn't, wouldn't listen when I said I found a friend to help with my most recent claim (which they still hadn't found someone for) and kept trying to say they'd cover $150 of the appointment, even there was no appointment because it's being done for free (and it's just a drain that needs to be snaked). I finally just kept on having to say "I would like to cancel my plan" repeatedly and he kept say, I understand but...Then he finally snapped and said: Fine! You aren't getting a refund (I didn't ask for one) Have a nice life! And then he hung up on me. One of the worst customer service interactions I've ever had.
3 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Customer Relations Director who will review this matter and handle accordingly. We regret losing you as a customer.
Apr. 8th, 2021
Yvonne Bensfield Wheaton, IL
Our agent Gabe was very personable, as he offered several options and their benefits. One of the most efficient and expedient people we have worked with ever!
3 years ago
Bargainchic Columbia, SC
I paid in advance for 3. I have only had them for almost 9 months and recently had to use them for the first time last week. Worst experience of my life! They sent a company to my home to repair the AC. The service tech was quite rude and ended up turning the power off to my unit. He did not mention to me that he had turned the power off. So when I went to my hallway to see what the temperature was in my home, I noticed that the thermostat was off. I immediately called him and he responded that he turned the power off. Why would you do that without telling me? I told him that he will need to return to turn it back on and he informed me that it will have to stay off. At this point, he did not have a date for his return. That night, temperatures dropped into the thirties and I was unable to turn the heat on (which was working properly) for my dogs and my two children. We ended up having to go somewhere else and spend good night. Same thing the next night. They finally called two days later and came out to fix the AC. They left after 20 minutes saying it was completed. I left the unit running and before you knew it, it was over 77 degrees in my home. The AC was not working properly. I had to call the company back and tell them to send someone back to my home to fix it properly. They came back and discovered that they left the wires outside unplugged. Very unprofessional. I called choice to complain and a manager stated that he would put a free service call on my account. When I called back to let them know about my experience with the company they contracted with, the manager who answered my call at that time stated that there was no note on file about a free service call. She stated that if he said that, he did not know take the file. I have absolutely no confidence in anything choicehomewarranty says to me. I am highly disappointed in choice. They have not told me the truth on one call. In addition, they knew that my unit is under warranty and that all parts are free for 10 years. They charged me for a part that they get for free. Now, I have to fight to get my money back for the part and they are telling me they can't send me a receipt. How can you not send me a receipt when I'm covering the charges? I hope that they quickly change their policies or they will not be in business long. They are awful. I would not recommend them to my enemy.
3 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the service provided by our technician. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Vendor Relations, who will review this matter accordingly.
Apr. 8th, 2021
MariRocha Fall River, MA
Don't believe in this company. They will only take your money. They can't find technician or vendors that want to deal with them. They'll offer reimbursement but will pay you basically nothing. They'll make money on ponzi scheming customers. Once you figure out the y are scam and decided to cancel because they won't fix and pay nothing. Cancelation fee will be deducted and any small amount they paid you. You basically going to pay on your own and get stress out. Two things you will waste1) money for sure 2) time for dealing with them. Remember Don't believe to pay you more than you paid for less Cancelation fee. They are hoping for no claim for this business. So if that is what you want go ahead and sign up. You will be a fool. I guarantee you.
3 years ago
Reply from Choice Home Warranty
We regret to hear that you did not feel secure with our company. Choice Home Warranty can assure you that you had our policy for all of the right reasons.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
Apr. 8th, 2021
Thea T. Elkins Park, PA
This company is horrible. We've only had this policy for 2 months and we called to repair our dryer and a sink faucet that broke. Both claims were denied. They said that our dryer was broken before the policy was active so they won't repair it. It wasn't even broken. The dryer still works, it was just louder than normal. The guy they sent out didn't even look at the dryer, he came, took a picture and left. The same with the sink faucet. They said that the faucet handle broke bc of a chemical leak. The faucet handle broke off due to wear and tear. We called to complain and they gave us the run around.
3 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home.
Choice Home Warranty encourage all of our customers to review their coverage.
Choice Home Warranty encourage all of our customers to review their coverage.
Apr. 8th, 2021
Review Source
Liberty Gibbit Worcester, MA
It seems like you spend a lot of time in communication but action is lacking. After five days of waiting with a drip that moved to two places, I searched and called for someone to come fix it. Your requirement for them to call you and get approval was met with resistance. this plumber did not want to work that way. If you could have gotten a plumber here, I would not give you such a bad rating. The fact that you have no technicians available, especially for plumbing, is a problem.
3 years ago Edited January 10, 2024
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Customer Relations Director.
Apr. 8th, 2021
Charlene Galloway Tampa, FL
I had filed a claim for a leaking bathtub faucet on 11/20, they kept telling me that they were waiting for the vendor to submit their invoice after they came and made their assessment. I spoke to the vendor more than 6 times to ask them to submit and they said they had but choice kept saying why never received it. Well I decided to do a 3-way call and come to find out Choice had received it but want the vendor to give a lower bid. Which they had lower twice and choice was not satisfied. I about lost it and told choice I was recording the conversation, which I was. Miraculously they fixed it 48hrs later and I received a $482 water bill because of the lies and lack of consideration for their customer. Just so you know this was the ONLY claim I had filed for the entire year. They are horrible and will no longer trust them.
3 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly. We regret losing you as a customer.
Apr. 8th, 2021
Patricia twente Edwardsville, IL
I've been paying for my warranty for over a year and now had to make my 1st claim when my refrigerator went out 2 weeks ago. The 1st technician showed up and said it needed to be replaced. When I contacted choice home warranty because they never contacted me, they claimed that they did not get the report. I told them that I have a copy of the report, they said they have to have it from the technician. I waited a week and called every day just to be told that they will again contact the technician. Nothing happened so I requested a new technician to move this along. New technician never showed up. Now I'm waiting on my 3rd technician. I've spoke to multiple people at choice home warranty who obviously have no accountability on whether this gets done or not. They do not seem to be worried that I have been without a refrigerator for over 2 weeks. I spoke with a supervisor who very obviously does not care about this problem. As soon as I get my refrigerator fixed I am canceling the service. Worst customer service that I've had to deal with in a long time.
3 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
Apr. 8th, 2021
Marissa Houston, TX
They sent someone out for ac about 10 times over 1 year. There were major issues, and the companies kept telling them it needed to be replaced, and they didn't want to, so instead, they would send a different company hoping it would change. Our ac finally completely gave out in June, since we were "waiting on a part" according to them. The company that had come out told us they had the part, but it was a game with them on if we would break first. We paid to have the "backordered" part put in. We live in Texas, and it was middle of summer. They never reimbursed us. In August, the ac completely locked up, and wouldn't turn on. The ac company said there are no more bandaid options and it has to be replaced. We went without ac for 3 weeks, and they refused to budge. They sent 3 companies out trying to get them to find a fix somewhere, but they all said it had to be replaced. They flat out refused, but acted sympathetic when we called. We had to pay 7k to have our unit replaced. They reimbursed us $500 for the part that they were "waiting on" the whole time. Horrible company, with horrible ethics.
3 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
Apr. 8th, 2021
Nanette Clauson Chicago, IL
There are so many issues with this company I don’t know where to start.
Our refrigerator had broken. We were approved for money toward the fridge over 6 months ago. We have not seen the check, upon calling they say they sent it out- recheck the address which is correct and still NO check.
8months ago we had issues with our furnace. After several scheduled and canceled appointments a tech finally shows up and tells us that it can not be worked on and needs a special tech. He does get it running. A few months go by and the same thing but this time no tech shows on several occasions. We are in the winter months with pipes freezing and waiting on the mercy of this company to show up for weeks. We had to make a choice between more ruined home issues and freezing at 76 years old. We contact a company ourselves to look at the furnace who finds that it was leaking dangerous gasses into our home and needed to be replaced. He would not fix it. So more days go by as we wait for the furnace replacement and get contacted by one of their techs. We tell them not to bother showing up because they have been blowing us off for weeks, we were having it replaced. I also contacted Choice and they refused to help us with any of the cost.
My husband is a sick retired vet, we are elderly people and being taken advantage of.
Do not use this company! They run you around on everything, lie to you about your refund, and refuse to cover costs after blowing you off during the dead of winter with no heat!
3 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
Apr. 8th, 2021
Mindy Miller Lawrenceville, GA
Read the reviews on this site... most have not dealt with CHW yet. Choice is the most unethical and fraudulent company i've ever interacted with. They are being sued for their scamming ways by the state of AZ and have already lost several class actions for the same. Negative reviews on most sites get deleted (i know because I've tried to leave one). Don't fall for their lies. I went all the way up to the COO of the company with recorded phone calls, email documentation and photos that showed their representatives lied and mis-managed my account. I'm working the the General Attorney's office in NJ and my state now to take action. Stay away!
3 years ago Edited September 14, 2021
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
Apr. 8th, 2021
Nan Gill Goshen, NY
The gentlemen that came to fix our furnace was on time and he knew his stuff! He fixed what was needed quickly and it did the trick. We now have HEAT! Thank you
3 years ago
Phyllis Greenberg Fort Myers, FL
It’s been good for the most part , sometimes I can’t get a worker over as fast as I need . But you have the opportunity to hire your own in that case
3 years ago
Sarah Lamb Augusta, GA
I was told exactly what I was getting and what is my price. Also the person I talked with (His name is George) was very polite, informative and friendly.
3 years ago
JOE SAVAGE Chapel Hill, TN
An appointment was scheduled today between the hours of 7-11 and as expected no one showed up. When I called the technician to question what happened, I was told that he does not work on Saturdays. When I called Choice Warranty, I was told they would come out on Monday and that they were sorry for the inconvenience it caused me.
That is not satisfactory for me because from the first day I signed up with them, I have had nothing but problems, excuses and promises. This is a warning to anyone who even thinks about using Choice Home Warranty, you need to have your head examined. They are NOT worth the cost and the trouble.
3 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
In a recent review of your claim, our records show that the claim has been approved and closed out as resolved.
In a recent review of your claim, our records show that the claim has been approved and closed out as resolved.
Mar. 31st, 2021
Ryan Roth Pittsburgh, PA
Was referred by a friend who said it was an easy process and included everything he needed. Sal was able to take care of me as easy and painless as possible.
3 years ago
Walker Allen, TX
Jury is still out on CHW. My first claim and CHW used an HVAC repair company that is simply a broker for contractors across the state. The HVAC company has a terrible history with clients and horrible reviews posted on BBB (29, 1-stars). But on request by policyholder, CHW found a quality vendor who is honest and does great work.
3 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the service provided by our technician. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Vendor Relations.
Mar. 31st, 2021
Peter Kiproff Cordova, TN
I was disappointed with the settlement. I really believe the washer is repairable. To acquire a washer with similar specifications,(functions) was at least 50% more than offer.
3 years ago
Brian DeVos Boiling Springs, SC
*****UPDATED**** Please entire review. 1 year ago I gave CHW 5 stars. Today they are a 1!
I really like the pricing and coverage
I don't like the multiple people calling/emailing after getting a quote
We used Choice in the past and purchased a 5 year Plan. Looking forward to having long term coverage.
Updated 2/22/22 - We have had the 5 year plan for 1 year and have had two claims. The first was our upstairs A/C unit. It was repaired but IMO the symptom was fixed vs. the root cause. It was low on refrigerant and the unit needed a leak test to determine where the leak was to either seal or replace the part with the leak. CHW paid for the additional refrigerant to be added but would not cover repairing the actual leak. 2nd claim was this November 2021 when my furnace failed. The technician came out and determined the Inducer Draft motor was bad. I paid my $75 co-pay to the technician, and he submitted the diagnosis to CHW. They approved the claim, and the technician ordered the part. He said it would take a while to get the part. After 2 months without heat and multiple calls/texts with the technician I reached out to CHW for help with their technician and the parts. They said it was up to the customer to coordinate with the technician, but they would call. They were told the part would be coming in "soon". When I asked what soon was, since it had been 2 months already, they told me they didn't know and to contact the technician. I also asked for the part number. I thought maybe I could help get the part since my background is in Supply Chain. After another 2 weeks of being ghosted by the Technician with not response to texts or VM's, I again called CHW. They offered a new technician at no additional charge. This company was a no show and never returned my calls. So, I got a 3rd company. He was very nice but was new to doing home warranty claims for CHW. He said he used it as filler work between bigger commercial jobs. He submitted the same diagnosis, but CHW kept asking him for additional details like his license and insurance, which he says he provided. IDK, but after another couple weeks of back and forth, we get a 4th company. This is our 4th company in nearly 4 months and still no heat. When I met with him, he again confirmed the same diagnosis and said after 22 years the motor just failed. He submitted a diagnosis to CHW and now they denied the claim! They said "one of the diagnoses" stated it was due to water damage. When I asked which one, they couldn't (or wouldn't) tell me. My units are in my crawl space with a dehumidifier for summer and it is very dry. They told me that water drained from the evaporator "A" coil and caused the damage. My units are mounted horizontally. Last time I checked water can't travel sideways against airflow. The drain pan is below the "A" coil. I appealed and they asked I have my own technician come out. I had to arrange and pay for an independent company to come out. I have a copy of the report they provided which stated the same as the others. Failure due to normal wear and age. After all this, they denied my appeal, stating that my technician was too expensive. They then told me that since I called my own technician, (SOMETHING THEY TOLD ME TO DO!). they would not cover the cost of the repair. It blows my mind how a repair can be approved, and the parts are ordered with the first technician (who got my $75 service call fee) but then later ends up being denied. BTW - I found the part number of the part needed. It is readily available from multiple Electrical supply stores. I am out $150 for two service calls and still have no heat. I cancelled my policy and requested a refund. The headaches are not worth it. Save your money and put it in a savings account to use for repairs. It will add years to your life by reducing stress and you don't have to argue to get something repaired.
3 years ago Edited February 24, 2022
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations. We regret losing you as a customer.
Feb. 24th, 2022
Shpetim Shala Houston, TX
My experience with you guys is so bad, not bad but horrible...its a system that you have in place, this is how it goes;
1.Deductible
2.Not approved.
3.Call again.
4.Will send someone else.
5.New deductible because .....always some procedures.
6.Call again.
7.Now case manager needs to review.
8.Call again.
9.Everytime case is escalated you help...funny how you guys do us (customers) favors by sending someone else, or by waiving the second deductible even though your servis guy didn't show up/followup with 'your costumer' for 30 day's, neither you guys followed up!
10.AC goes off in the middle of summer and you guys find some company that 'can't" come for 10 days because they are busy.
11.Me as a costumer gotta do your job, find available company that comes earlier and fixes it.
12.Call again, you guessed it not approved because ....some procedure
13.Call again, now we know the process...escalate the ticket, some other guy does you a favor (in this case only 30%)...funny system.
- List goes probably to 50 but I have no time!
Nothing personal, just your way of operating is wrong!!
3 years ago
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with the services we provided. We are committed to providing a positive customer experience therefore, we appreciate your feedback.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. You may find a copy of your policy contract by visiting our account center at www.choicehomewarranty.com.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. You may find a copy of your policy contract by visiting our account center at www.choicehomewarranty.com.
Mar. 25th, 2021
Mike Nelson Wichita, KS
Very good service bringing repair person out. The repair person was competent and professional. Disappointed with offer to replace my dishwasher with just wholesale cost and not include installation. Appeal process was basically take it or leave it. Called another rep and they were able to get closer to replacement cost of lower end model, but no money for installation. I used to have AHS for home warranty and it was much better dealing with them on replacing an appliance.
3 years ago
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with the determination of your claim. We are committed to providing a positive customer experience and we take all feedback very seriously.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. You may find a copy of your policy contract by visiting our account center at www.choicehomewarranty.com.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. You may find a copy of your policy contract by visiting our account center at www.choicehomewarranty.com.
Mar. 25th, 2021
wayne Acworth, GA
The sakes rep was very informative and very knowledgeable as well! He gave me many opinions to chose from and helped me chose the best one! Very good rep!
Wayne
3 years ago
Joe Lowery ,
I like the idea of the ease of getting my appliances fixed and not trying to find the cheapest repair shop in my town. This takes the worry away. Nice!!!!
3 years ago
Mr.John ,
So far , so good.
I really can’t rate anything other than the salesperson was very good & helpful!
Service remains to be seen once I actually need to use the warranty 😉
3 years ago
Robert McKenna Bloomfield, NJ
Their representative Andrew was very helpful to explain all that Choice provides and what they do not provide. We were confident that we made the right choice.
3 years ago
Kenneth Morrison Burlington, NJ
If it was possible to give negative stars, I would. This is the worst warranty company bar none. We’ve had three different issues with appliances, and two out of the three weren’t covered. The third was our dishwasher which the company decided it was was more cost effective to replace than to repair. Sounds good until they offered us $245 for the replacement, and the cheapest comparable unit was $450. The claims specialist related that the company determines the value of the replacement based on the wholesale price for which they could acquire the unit, a service which they conveniently don’t provide. So after two years, $255 in service fees, and $1080 in monthly fees (not to mention the cost of repairing all of the things they don’t cover), they have done absolutely nothing. The claims specialist I spoke with insulted my intelligence by claiming he was attempting to “educate me on my contract,” which was the absolute final straw. I wouldn’t recommend this company if it was free. They are grifters and crooks. The contract might as well read, “We cover all electronic appliances unless they rely on electricity,” or perhaps “we cover all washers, dishwashers and hot water heaters unless the come into contact with actual water.” That’s the level of absurdity that you’ll be dealing with if you decide to give them your business. Avoid them like Covid
3 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns.
Mar. 23rd, 2021
Review Source
John A
In this particular claim, over-the-stove microwave, Choice chooses to replace instead of repair. I understand that they have that choice. But, they only choose to pay for a new microwave with an e-gift card of insufficient amount to purchase a new unit. They leave the removal of the old unit and installation of the new unit to me to hire a qualified installer. One of the reasons to have a home warranty is the satisfaction that Choice makes those decisions and is responsible for the repairs. They say that is what the contract says and they are correct but it is wrong.
3 years ago Edited August 9, 2024
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Mar. 23rd, 2021
Erica J Taylor Indianapolis, IN
The technician that came out to my house, last week was amazing. He got the work done that needed to be done. However I still haven't heard back from the contractors from my 2 earlier claims.
3 years ago Edited September 14, 2021
Reply from Choice Home Warranty
We strive to provide the best customer experience and regret to hear your dissatisfaction. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns.
Mar. 23rd, 2021
Larry Kleckner Garland, TX
They start processing the request immediately and provide ways to track the status of the request
I really dont have anything negative about Choice Home Warranty
3 years ago
Anne Annis ,
THE WORST PURCHASE FOR MAINTENANCE I HAVE EVER MADE IN MY LIFE!!!! TOOK OVER 3 MONTHS TO GET SERVICE ON MY DRYER DURING A TIME WHEN MY HEALTH WAS COMPROMISED. DESPITE MY PLEADING FOR MY DRYER TO GET FIXED WITH UNPRECEDENTED CALLS TO CHOICE. I WAS IGNORED TIME AND TIME AGAIN. I WAS TOLD THERE WAS NO SERVICE IN MY AREA!!!! THEN WHY I ASK DID THEY SELL ME A MAINTENANCE CONTRACT IN THE FIRST PLACE???!!!! I HAVE NEVER FELT SO SCAMMED AND VIOLATED IN MY LIFE!!!!! THIS WAS AN UNBELIEVABLY STRESSFUL AND UNPLEASANT EXPERIENCE TO DEAL WITH AT A TIME WHEN I WAS ALREADY STRESSED DUE TO HEALTH ISSUES. I HAVE NEVER BEEN TREATED SO UNKINDLY! I ALSO SHOULD HAVE BEEN CREDITED FOR 3 MONTHS OFF OF MY CONTRACT, THAT I PAID FOR A SERVICE THAT I NEVER RECEIVED!!!! THAT REQUEST WAS ALSO DISREGARDED AND IGNORED. I HONESTLY DO NOT KNOW HOW THESE PEOPLE THAT WORK FOR THIS COMPANY SLEEP AT NIGHT!! TIME AND TIME AGAIN I ASKED THEM TO CALL SEARS AND SCHEDULE MY SERVICE WITH THEM!! THEY NEVER DID!!! I KNOW, BECAUSE I CALLED SEARS ON MY OWN, AND WAS TOLD THEY HAD AVAILABILITY, HOWEVER, THEY NEVER WERE CONTACTED OR HEARD FROM CHOICE! LUDICROUS!!! 3 MONTHS TO WAIT FOR A SERVICE CALL IS NOT ONLY UNACCEPTABLE BUT INHUMANE!!! NO ONE DESERVES TO BE TREATED THAT WAY—NO ONE!!!
PLEASE NOTE: THE SERVICE THAT I RECEIVED FROM SEARS WAS EXCELLENT. NONE OF THIS WAS THEIR FAULT! CHOICE NEVER CONTACTED THEM!!!!
3 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Customer Relations Director who will review this matter and handle accordingly.
Mar. 31st, 2021
Rick Smith Urbandale, IA
Gabriel c. was excellent in getting me my home warranty. Very professional and knowledgable. Gave the best customer service I have had in a long time.👍
3 years ago
Mcloud Gainesville, VA
You sent out global appliances. He was excellent. The problem was repaired. Wonderful and polite. Gave me great information.
But you sent out a dryer applianceh man who told me I had a problem that guy cost me $65 for something I already knew. Sending out people to tell me I have a problem does not help me.now I am not happy with you
3 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the service provided by our technician. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Vendor Relations.
Mar. 18th, 2021
Annette Baltimore, MD
Phil is the best!!! He explains every detail and completely answer ALL questions. The prices are unbelievably great in comparison with other warranty companies.
3 years ago
Montinez Johnson ,
This company tries every attempt to not pay for repairs. We called to have our furnace repaired. The issue was that the ignitor was coming on but the gas wouldn't stay lit. We just had our propane tank filled with 125 gallons. That usually last us three months in the winter.
When we reported that the furnace wouldn't stay on to keep our home lit. They sent a contractor out. He was un professional. Showed up at 9pm. It was dark out and he didn't have the upmost respect to shower including his look was like he was on something. The Guy said he found the problem and has to get the part in the morning and will be back by 11am to install. Never showed up at that time. He came again after 9pm the next day and said it was fixed. I arrived home at 10pm. The furnace was doing the same thing. I checked the tank. We was at 75% full at that time.
We made a complaint with CHW. They said they are going to sent the same guy to fix it again. We requested not to have him come back out. They insisted that they have to request the same guy to fix what he didn't fix in the first place. He never showed up. Here it is three weeks later. Making it one month without a fixed furnace. They send another contractor out.
He shows up on time but submitted that we need a whole new system. even though our system is only two years old.
They sent another company. He submitted our regulator needed to be replaced. Due to the one that is on it now is not supplying the right amount of gas pressure to ignite and stay lit.
They sent someone else out to see if that is true. So, we now have the fourth person out. His report is the same but with an extra note as to the Gas line was off and that's the reason why we have gas pressure issues.
They sent another person out to change the gas regulator. The part he purchased wouldn't fit. He left to get another one and came back in the morning the next day. Later to come back and say that one isn't working either. He couldn't get the screw out to convert it from natural gas to Propane. He told the CHW and they wouldn't pay him for his troubles.
Here now we are on month three at this point. From cooking and heating our home from our gas stove. We are now low in our tank. We are at 15% full.
CHW sends another contractor out. Not updating him on our past issues with other contractors. They waited for his report.
He said we do not have enough gas pressure because our tank is empty and needs to be filled.
Funny that the last guy says that after we shared the past contractor 5 attempts. CHW canceled the claim request and denied our repair order. I am not going to renew with them. Do NOT WASTE YOUR MONEY ON THEM. They make you pay for a whole year NON REFUNDABLE even when they are NON RELIABLE.
3 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.
Mar. 17th, 2021
