Choice Home Warranty Reviews

Choice Home Warranty takes your premiums and than goes out of its way to avoid having to fix anything per the contract. Every time I've called CHW to get an appliance fixed, its been a nightmare. My most recent experience was calling CHW regarding an ice dispenser not working on June 26, 2020. They sent a technician out on July 1, 2020. The technician came to my house with no tools and sent CHW a diagnosis. CHW approved the repair work, but could not get back in touch with the technician. I finally reached the technician who told me that he only came out for the service fee and that CHW reassigns the claim when they can't get in touch with the technician. So basically, CHW sent a crook out to my house and clearly does not vet the technicians they use. Noone from CHW ever called me regarding not being able to get in touch with this technician or the timing for the repair. I spent hours on the phone with numerous CHW people and all they wanted to do was reassign the technician and for me to start from square one three weeks after the claim was filed. CHW reassigned the technician that was to come out on July 22, 2020. I looked at the reviews on this new technician and noticed that the reviews were horrible. One of the CHW customer service people admitted to me that CHW does no vetting of technicians. When I brought the horrible reviews to CHW's attention they reassigned the claim. A new technician came out on July 24, 2020. The technician performed another diagnosis and said that he submitted the request for repair to CHW the day he came out. On July 25, 2020, I received an e-mail from CHW indicating that the original appointment date with this latest technician was cancelled and that CHW was going to reassign the claim. I called CHW and told them that the e-mail made no sense because the technician had already come to my house the day before they sent me the cancellation notice. After calling CHW back numerous times, a CHW manager told me that the technician that came out doesn't have the tools to fix the ice dispenser and that they never got a diagnostic from this technician. CHW lied to me because the technician knew what parts needed to be replaced and submitted the diagnosis the day he came to my house. A month later, CHW wants me to start at square one again or their real preference/goal is to get me to find a technician myself and than try and get reimbursement from CHW. This is CHW's typical mode of operation. They frustrate customers to no end, they make you take off work numerous times, they consistently lie to their customers, they, they make you call and sit on hold numerous times and they try and get their customers so angry that the customers will take the last option of taking responsibility themselves for the repair and than trying to get reimbursement from CHW. Anyone that has tried to get reimbursement from CHW knows what an impossible endeavor that is. CHW is the most incompetent and corrupt organization that I have ever dealt with. I believe they view the class action consumer fraud lawsuits as just the cost of doing business. CHW's philosophy from the CEO down is to get the premiums and than do as little as possible to address claims. This is evident from the incredible number of customers that have had the same experience as me. CHW is clearly in breach of contract and we should have millions of their customers file a consumer fraud class action lawsuit, similar to what has been done in Arizona and New Jersey. We should also call the newspapers and television stations and do a social media blitz to make everyone aware of CHW's fraudulent practices.

I was told you would replace my appliances as needed. My microwave has to be replaced and you sent me an insulting offer of $169.00 to replace my microwave. So I pay the tech $65.00 for the visit, and you offer me $169.00, so the bottom line is you are offering me a net of $104.00 to replace the microwave. Where can I find one for that amount of money? Bad way to start a relationship that your salesman sold me for 5 years with one free year for a total of 6. I contacted the salesman, and he said he would look into it, but nothing yet. NOT IMPRESSED! AARP recommends you. I will let them know to look again and tell them why.

Had my air compressor go out in my air condition just recently during the hottest time of the year. They could not get a provider out to my house. So they asked me to do reimbursement. Reimbursement process does not work very easily with choice warranty. I was with first American before choice and they were very good to me at reimbursement. However they never made me jump through so many hoops and hurdles for reimbursement. The service provider I got was not very familiar with warranty companies at all. He didn't even know English very well. However he was a very good technician and handled my problem thoroughly. Every time I called choice for them to help me hand key my reimbursement request. They gave me a lot of useless information. I have called and they continue to call my compressor in my AC unit a condenser. I have taken countless pictures and giving them countless information. They even have the technicians phone number. I have yet to get reimbursed or even acknowledge for reimbursement. I have not use my warranty that much with choice. Unfortunately they cannot get providers out to my house. I've had a plumbing issue for over a month now. It is still ongoing with my plumbing issue. I fixed a roof repair myself which I did not place on Choice warranty's reimbursement plan for $400. And when I had my septic tank cleaned out I had to pay over half of the fee. So so far I am very disappointed in choice. They do not get providers out to my house. And I have had a lot of difficulty with the reimbursement process. They have not been as good of experience as First American Home Warranty. I am very seriously thinking of legal action if they do not reimburse me soon. I'm also thinking of reporting them to the Better Business Bureau. Choice does not come through like they say they do.

The tech listed many things that contributed to the demise of my hot water heater but because of one thing on the list which was most likely the result of the other things in the list my claim was denied. This was not the cause of the problem which made it unable to be repaired and the need to replace but gave the excuse to deny replacement. I’m sure in most instances of failure that an increase in pressure is a result of the real factors that caused the breakdown. The increase in pressure clause gives Choice Warranty a guarantee of never having to replace a hot water heater. I am totally disgusted by the way this has been handled from start to finish. I went four days without hot water and a room of wet carpet with no concern by this company. I got the distinct impression from the tech that checking pressure was the first thing on his list of required things to do and tho there were a lot of major problems with the heater this was the one thing Choice was concerned about. I now understand why.

CHOICE home warranty back or believe their contractors over theirs customers. When they send a contractor for a claim, the contractor do right or wrong ,when you customer you report the contractor to them, they will not believe you they believe the contractor.

Other than you always have to go to arbitration to get the appliance replace at the value you need to replace with a like item your customer service and your service providers are all above average.

Choice always gets the job done. That being said, sometimes the time for the actual service tech to arrive may be a little long. When I have had to have appliances replaced, I felt that the amount for replacement was fair

Since I have been with them I have had 4 services done 3 of the 4 people they sent to my home was excellent but it was one that I wasn’t happy about but after putting up a fight with Choice I was able to get what I needed replaced. The Customer Service part when you talk to then online they act like they can’t tell you anything but when you call on the phone they are better and you can get the answer(s) you need.

Jessie was very informative and helpful as to why i should switch from 1st American to Choice.Home Warranty. Service, price and coverage were factors in my decision.

I have difficulty reaching you by phone. When the 2nd plumber you assigned came on 07/21/2020 he could not complete the job because his company could not get approval from you by phone to complete the job. I am still waiting to hear whether or not they have heard back from you. My opinion of your company has dropped with each claim I've made since signing on with you.

Although the technician who came to our insured (rental) house did an excellent analysis and we would hope to have him serve us again if needed, I did not meet him as we are traveling. I give CHW low marks because your history on calls to my three insured houses has been very frustrating in several cases. CHW has a track record of getting out of responsibility for major repairs or replacing anything. Your approach is to have the tech try to find anything that will give your (CHW) a chance to opt out of responsibility.

Excellent AC repair service man. He fixed my issue fast and explained everything I need to do to keep my central AC running smoothly through out the summer months.

Initially we were disappointed with the initial reimbursement for a new dishwasher but after declining it and working with a casemanger, that changed. They were receptive to our questions and treated us with respect.

when they say if it can't be fixed they will replace it is untrue, what they offer is a token $300 towards a new washing machine, or I could wait how long for them to replace it and at that price I was afraid it would be used.... Tell me where I can find a new machine for $300 not around here....it cost me $758 with tax and hoses, so I am out $458 of my own money even though I have a policy that I pay into every month....what's the point?

I selected the option of selecting my own technician and got my repair done as soon as possible considering it was a weekend. Now if I get my payment from Choice in a timely manner I will be very pleased.

Our air conditioning went out 7/4 weekend . I tried to contact by phone on Saturday and got put on hold. The next day I tried again and was told to go online and place the claim. I did. I got an email telling me they would set up a repair. The next day I got an email saying they had no technicians in our area and that I should find my own technician and then file for reimbursement. I asked what that meant. They said to go to the reimbursement section . I did. It told me to get my own technician and then open the reimbursement section . I got the repair done and went to file for reimbursement . When I opened to do so, It Informed me that I had not followed the right procedure . I was to have the technician , come, take pictures of what needed done, and wait for approval . They should have told me that in the beginning , when they told me to get my own. Now they refuse to pay and they will not respond to my calls or emails. I purchased this warranty so I did not have to handle these situations. We are in our 70's and both are partially disabled . Any suggestions would be appreciated . Thank you.

Just wish we could have gotten someone to take care of the leak sooner. from the original contact about the problem. They did help get the problem resolved...thank you

I was a previous customer and purchased a new home that we decided to purchase a home warranty with your company again because we had such a great experience with.

Service provider delayed repair 5 days after serive call. Once onsite visit wa completed a part was needed. Told part would take 3 days to arrive, I found part on amazon to be delivered within 24 hours. 7 days from my initial call air conditioning still not working. Not expected to be fixed for 72 hours 9 days+ since service requests . Not happy with warranty service!

The a/c company (DISCOUNT AIR CONDITIONING) was great ! The technician ANDREW knew exactly what to do and instructed me on filters for my a/c ! I am beyond pleased......

I feel like Choice Home Warranty (CHW) tries to 'weasel' themselves out of paying for things. I will start with the 1st claim on our disposal. The disposal went out and it was approved, but for a lesser valued one. We had a .75hp disposal and choice only provided a .50 HP, despite what the sales person stated when we first signed up. (that we would be replaced with equal or greater valued one). If it wasn't for the technician that came out and eating up the extra cost, we wouldn't have been replaced with an equaled one. My second claim, is concerning my AC unit(s). CHW appears to try and weasel themselves out of a major cost of fixing the unit with claims that 'it was pre-existing, not installed properly, not covered, etc." take your pick. Basically, the only thing they will cover is if the unit is pretty much low on Freon. I will not recommend CHW to my worst enemy. The only good thing about CHW, is their customer service. They are very responsive and get someone out to you quickly, but be prepared to fork over money if you it pertains to your AC/Heating unit(s).

Kitchen sink was stopped up, called in Sunday or Monday, plumber came out Thursday, . But he was here on time, wore a facial mask, the whole time he was here, which I really appreciated.

Amazing customer service! The nice guy who called me to set up my warranty was super nice and helped me choose a great plan compared to my previous one.

The two technicians they came to my house we’re very respectful very professional and very intelligent because I didn’t take them long to figure out the problem

I called in a problem with my air conditioning one evening (during a very hot spell) and by early the next afternoon everything was fixed and cool again, thanks!

The technician was awesome. He was knowledgeable and very professional. He said that I would be hearing back regarding the leak in my system. I have not heard anything. Additionally, the unit is not cooling consistently. When can I expect to hear of the resolve for this issue? Best regards,

I call Choice on Sunday regarding an air conditioning issue they sent me an email on on Monday and said that a technician would arrive at my house between 3 PM and 8 PM on Tuesday no one showed up I had the check ready but no one showed up I called the independent technician and they said oh we’re sorry will get to you on Saturday morning at 7 AM is that OK what choice do I have I said yes please come it’s 100° every day but I could wait until Saturday

CjmJ, the technician was very personable and explained what was done. Only thing was didn't leave receipt, and we have to request one. Otherwise, we will request the company again for our plumbing and electrical needs.

I signed up with CHW the last qtr of 2019 based on recommendation of friend. Well in May 2020 I contacted CHW asking for help with my bedroom ductless a/c and ice-maker in refrig. Well, after 2 weeks I get a call from CHW told me the can't find a repairman for the a/c and I had to find one myself. With regard to the ice-maker they sent tech over to check out the ice-maker and confirmed it needed to be replaced and would be back in 3-5 business days with a replacement (I paid $65. copay). 2 weeks went by and no tech and no ice-maker. I called CHW the said he replaced it. P.S. never happened. They sent another tech over he said he would be back in 3-5 business days. P.S. never happened. I called the office after two wks & they said he replaced the fan. P.S. never happened. I called a 3rd time they said they would send another tech (but I have to pay him a $65. copay) which I would get back. This company " SMART STEP AHEAD" came with an ice-maker and replaced it and finally success. To-date I have not been reimbursed the $65 copay?

I made a claim online about our A/C not cooling and they sent someone out the next day to repair it and all we had to pay was the small service fee. Fantastic service

My A/C got damaged due to unspecified Issue. The compressor windings grounded to ground. My tech determined the cause of failure of your system is the compressor has shorted to ground. But Compressor burnout is not failure specific: It can be caused by high temperatures in the windings. The excessive heat breaks down the motor winding insulation, which Could causes a loss of electrical resistance and results in the windings breaking open and touching the inner casing causing the direct short. But the cooling of the refrigerant only works as an agent to lubricate and cool theCompressor house and innermost mechanical parts, not the windings of the compressor. For the refrigerate does not pass through the windings for that is an electrical part not a mechanical part. Dirty Condenser coils can restrict air flow and this cooling process of both the refrigerant and the compressor itself. But the tech didn’t mention anything of the condenser coils being dirty, in fact the tech said that everything seem in good working condition. It couldn’t have been a power spike or surge That would cause the compressor to short Out the windings For there is no burn wires or connections due to high amp draw on the compressor that would cause the overheating and internal melting of the wires or other components. If contaminants of some sort enter the sealed refrigerant system that would be probable but that would only had happened when my past technician made test and diagnostic. prior failed compressor Is not posible for that’s the original compressor and it hasn’t failed until now. That non-condensable such as moisture or braze residue that found its way into the system is probable, but the system was installed and vacuumed out properly when It was first installed back around 2010 and has never been unsealed. And if that’s the case it would have broken down a long time ago, not 10 years later. debris from gauge hook ups, these could also cause the failure of the compressor, that also is probable but that’s is something that has to be done in order to check out the system for proper operation. And this is So for all HVAC system, plus they would all break down if that’s the case. Your right contaminants in the line that are not able to be properly compressed Will cause High temperature failures as such, are operating conditions that are not standard and units are not designed to handle and may have been avoided with effective routine maintenance. But there is no evidence of that in this case. So we can point out a million things that can cause the compressor to break down but the is no clear evidence so in the absence of evidence you can not say For sure that the compressor did not give out due to normal were and tear. So with out clear evidence there is no reasonable doubt that it has failed due to normal were and tear. fails when its windings short to ground, short to each other, or open--a break in the winding's wire. Insulation failures, including winding that is shorted The coil, could typically be caused by contaminants, abrasion, vibration or voltage surge. However, electric motors can be prone to any number of issues that lead to motor faults and failures, which can disrupt operations, decrease productivity and adversely impact a bottom line, lost. Electrical failures, including caused by an opening from a blown fuse, open contactor, Insulation break down, broken power line or bad connection, which disrupts the power supply to the motor. Thermal deterioration of insulation in one phase of the stator winding, which can result from unequal voltage between phases due to unbalanced loads on the power source, a poor connection at the motor terminal, or high resistance contact; or thermal deterioration in all phases of the stator winding typically due to load demands exceeding the rating of the motor or by very high currents in the stator winding due to a locked rotor. It may also occur as a result of excessive starts or reversalsAnd even a bad capacitor. Looseness and bearing failures. Another common fault stems from mechanical rubs, which can be the result of looseness of the motor shaft and/or the motor bearings. The most common mechanical faults are shaft imbalance, looseness, misalignment, and bearings. Often these mechanical faults are related: shaft imbalance, looseness, or misalignment left uncorrected will cause increased forces on the bearings which leads to rapid wear of the bearings. Causing the motor to work even harder. So it can be wear, and tear, or simply old age, failures occur due to various causes. Having a engineer look at this would better helps you identify, evaluate, and resolve this issues that arise over time. The point is that it broke down and the cause is undetermined and of none fault of my own. I keep the system clean and maintain, but Choice Home warranty doesn’t want to pay for repairs. They find the smallest things to blame the client and not pay.

Rekey service is a no brainer for new home purchases. $65 and 4 doors get rekeyed and 4 new matching keys. The locksmith was super professional and easy to schedule.

Awful customer service goes at the top of my list. We live in Arizona. It’s summertime, high/low is 90/115. Our AC blows (literally exploded, done, not repairable) so we call them ASAP to file a claim. They have a tech chosen by them that will come look at it in 6 days. 6 days. 6. My family and pets are in a hotel for 6 days as the temperature of the home is not livable. That alone cost me more money than the warranty itself. I called the company so many times and got different answers across the board about what I can/should do. They wouldn’t let me even get a different tech to look at the unit in a timely manner. Was hung up on by someone (they didn’t even have our full information yet) and just given the go around. On top of having to deal with the stress of broken AC I had to spend a whole day talking to people from the warranty company and getting no where. Wouldn’t recommend.

My last 2 experiences with CHW were negative I was not able to get authorization to personally contact a 2nd technician after the 1st was unable to fix my A/C unit and he also recommended that I contact the original installer. My cost was $150 labor (parts were under warranty) Yesterday (Friday), I was given the online option to personally contact a technician because no one responded to my claim. Friday late afternoon, when he attempted to get an authorization by phone no one answered at CHW and I did not receive a call back for over an hour after the Water Heater tech did the repair and left. $100 charge for labor! The instructions for getting an authorization are unclear that the tech must file a claim with diagnosis to acquire that authorization. The tech will not be able to complete the form on line until Monday (4 days later). I spoke to customer service regarding both issues - was told that I would not be getting a reimbursement for the $150 and "should" get the $100 for the water heater repair once the technician completes the form on line. (post repair) We will see. I most likely will be cancelling the current policy - paid though 9/2023 and not renewing my other home policy when it runs out 9/2020 I seems that the options for contacting a qualified technician changed to meet CHWs needs and not the customer. I have been a customer for many many years on several properties and never had such an unsatisfactory result!

I called because my AC wasn't working. 24 hours later, no call from anyone to come and fix the AC. So, speaking for the third time to customer service in foreign countries, I called Home Advisor and found my own AC repair company. Hudson Air came out and fixed my AC in 1 hour, and Choice approved the repair and they say they will reimburse me in the next 30 days. So, I did their job for them, but AC works now.

I feel obligated to other customers to be fully aware of the tactics, unprofessionalism, and criminal behavior by both Choice Home Warranty employees Melody R, Rebecca from Customer Loyality Department, and both David and Edwin owner and operator of Emergency Response HVAC-R Services, 3234 Lee Rd. Snellville, Ga. 30039. GA REG# CN 210813. (706) 254-4773. On June 4, 2020. Choice Home Warranty-sent David to my home for air condition repairs. First off, David arrived an hour late, never called, requested $65.00 up front before looking at anything- in a extremely rude tone. I guess he was aware that I called in on the company because of unprofessionalism (tartyness). Also when I attempted to call the company to get an understanding of the delay; the owner of the company Edwin, never answers the phone and does not have a voicem ail set up for the business-suspicious. I was lied to by David concerning the repairs and parts that were needed to fix the air condition-in TWO WEEKS. It was 80 degrees and I am a Senior Citizen, Retired Military, and a customer in need. However, the claim was denied and I was referred to another phone ghost- Melody R, who did nothing and only returns calls and emails on SUNDAY?? She stated she would call me back and call the company the misrepresented themselves. That callback from her never happened and she was of ZERO help! I had another technician come out two days later and fix the wires and both those attached to the compressor and one wire that was just dangling lose, which he asked why did David a trained and license professional just leave the wire hanging-WOW.. The company is not listed with the BBB, the company is not even listed in the google search. I became alarmed that these people are possibly running some undercover business-so I spoke to Customer Loyality department which I got off the internet and spoke with a rude Rebecca that actually hung up on me. Between David, Edwin, Melody R, and Rebecca-they have proven that Choice Home Warranty is a rip off and get you to enroll in auto draft monthly payment, sign a longterm agreement, and then send "BOOTLEG" buddies to slowly identify reasons not to cover your claim..PLEASE BEWARE and return to AMERICAN HOMESHIELD IMMEDIATELY. This nightmare went on from June 4th to the 21st.

I just had a very bad experience because of the coverage we have with Choice. Our central a/c had been out for several days this past week and when I called for service I was told by one of your representatives that you do not offer emergency service so we had to wait several days with no a/c to get anyone to even come. When a service man from a company in Tampa (which is not even close to where we live) finally came yesterday, I was told that our policy does not include any coverage for water so it cost us $875 to get a pump installed to solve the water problem with our central air-conditioning system. So needless to say I am not happy at all with Choice Home Warranty right now and we will reconsider after our contract expires whether we will be renewing with your company. We are very disappointed that it’s costing us so much money out of pocket with what we thought was good coverage, but evidently is not.

Choice offers quality service and respond in a timely manner. We especially trust Robert who has been so wonderful in helping us out in so many ways. We are thankful.

I like the fact that when something breaks down you have something to fall down to, BUT a lot of the times there is no contractor available and they give you the choice of supplying your own, which is fine but a lot of contractors do not want to be bothered in calling and receiving approvals

The service was delayed by 1 day but I believe due to July 4th long weekend. But overall we are happy with the service and technician was very profesdional.

I didn't like that I had to wait over the holiday weekend to get my ac repaired, but overall I was satisfied with the outcome! The Technician was very knowledgeable and respectful! I will continue to use the service!

Slow Service, response, poor communication! My air went out the wed before the 4th of July. It took them two (2) days to send out a repair person. He arrived on the 4th and the entire inside system needs replacing. Here we are on monday and it will take 2-5 days for the equipment to arrive and then another couple days to wait for a service installation This means approximately 2+ weeks without any air in the 100 degree heat of Texas. They dont have any means of expediting repairs or speeding up their otherwise slow and ineffective system. Or rather they do not want to! NOT IMPRESSED AND STILL sitting in the 100 degree heat!

When I bought this warranty, I was told service was same or next day. Now it turns out, it is at the whim of whatever company you subcontract to and sometimes as long as 4-6 days. This is not what I signed up for. If my Ac or plumbing breaks, how can i wait 4+ days???? Then when I called to talk to customer service, the agent just offered platitudes and at some point just stopped talking. I kept saying 'hello', I could hear him on the other end but he kept silent.

Sales rep emailed me an extensive list of the covered items. I had nine email conversations and two phone calls asking questions about coverage. After I paid for a policy, he emailed me the complete contract which included covered items and an extensive list of excluded items. I was saddened to find out that this policy does not cover a tankless water heater. This was not explained to me in my many emails or phone conversations with the company. Why should anyone buy a home warranty, when the home warranty clearly states it covers water heaters and then states in the exclusion list it doesn't cover my tankless water heater? So, 2 hours after I paid for the policy and read it, I called the sales rep and left a message, I've also emailed him stating I wish to cancel my policy with this company. The coverage is not due to begin until August 18th so I have not used any of the coverage to date. At the moment, I am trying to get my $500 back which I prepaid. Interestingly enough, the sales rep tried to sell me a 5-year policy. I would strongly suggest caution with Choice Home Warranty. I will be searching elsewhere for a home warranty.

I called today to get some information regarding a home warranty for my mom, who is a widow and I was unfortunate enough to speak to a very dis-engaged employee. As a suggestion, the leadership at Choice Home Warranty may want to have some employee engagement exercises or incentives to improve the sales departments stats. After I read the information online, I was thinking about switching my warranty. Of course the sales person I encountered on the phone changed my mind within 2 minutes. I just had a few questions to ask about coverage area and items covered and he did not have time for my questions and referred me to the website. I hope you will have success in your employee engagement initiatives:) 1 unengaged employee makes a company "not amazing" Jennifer Yates

Just signed up today, agent was pushy and rude after I paid for my first year. He kept insisting I upgrade to a three year deal and when I refused he stated "you're a customer now, good bye" and hung up on me. I almost called back immediately and cancelled. Hopefully if I ever need this service the support will be better than sales.

The last technition was grate. Professional, knowledgeable, neat and polite. Perfect job. AC is working better then before. Grate job. One before him - total opposit, wouldn't recomend at all. Would recomend not to let him in. Took to long to get all approved to start the repair. That is why 3 stars out of 5. If timing was better 5stars.

My first claim was my dishwasher. It had to be replaced and I had to negotiate to get less then $300. and I was a Realtor for years. The companies always replaced what they could not fix. The ceiling fan in the kitchen switch did not work. They could not get parts for either of these., Now 2 burners on my stove are out. The estimate is $900. They say the range was recalled, but have not given me any information about the recall or how to apply for it and are not giving me any money for my stove which has a convection oven, warming drawer, warming burner. It was an expensive stove,

They were OK with an appliance repair last year but this year our air conditioner went out and they have been unresponsive continually. We have called left messages and emails trying to get confirmation of our new unit being ordered and or delivered. When we call we have to wait for a call back that often comes as one ring and a hangup and when I do get someone on the line they have to continually check Our status. When they come back from hold they pretend not to be able to hear me and then hang up. They don’t call back even though they called me initially and have my number. I’ve had no response from my personal claims administrator in the past 2 1/2 weeks. I’ve sent emails and left numerous voice messages. I have filed a claim with the Florida state attorney generals office for fraud and breach of contract Matthew D. Winter Garden Florida