Choice Home Warranty Reviews
9.3
Overall Score
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James Nemecek Mechanicsville, VA
CHOICE HOME WARRANTY
***** BUYER BEWARE *****
I am a retired senior citizen that was fooled into purchasing a CHOICE Home Warranty program by a smooth talking sales representative named David M. He convinced me that my major home systems and appliances would be repaired/replaced, even though my residence and some covered items were 15+ years old, by going through each covered item and explaining the inclusions/exclusions. What he failed to review were the nineteen(19) “Limitations of Liability” that would be unfairly leveraged to deny the replacement of my malfunctioning HVAC system.
When my HVAC system failed, I submitted a claim and a service technician from A1 Services Company was dispatched to assess the issue. After spending approximately fifteen(15) minutes on-site, he advised that my freon level was low and asked if I wanted it charged. I requested that he get approval from CHOICE Home Warranty before taking any action, so he got in his truck, made a phone call and then left.
I contacted the CHOICE Home Warranty claim service center repeatedly over the next four(4) hot summer days before receiving the claim denial response. In their technician’s opinion, my HVAC could not be repaired do to rust/corrosion that was an exclusion under the Limits of Liability as mentioned above. I engaged a HVAC service (at my expense) to perform an assessment and their conclusion was the failure was from normal wear, use and age. I submitted multiple appeals to CHOICE Home Warranty, which included the independent assessment, annual maintenance records and pictures to definitively show that there was no rust/corrosion on the components referenced in the claim denial, all of which were denied.
And now the real eye opener, another area that Mr. Martin failed to explain, my only recourse was to pay $200 and file for arbitration, that limited my potential recovery to $1,500 under the terms of the agreement. It was quite demoralizing when I realized that the “best case” scenario was to net $1,300 to offset my $7000 HVAC replacement cost required after being without air conditioning during the battle with CHOICE Home Warranty for twenty-one(21) hot summer days.
I have filed complaints with the Federal Trade Commission, Better Business Bureau and the state agency governing this type of service in Virginia and will wait to see what, if any, action is taken against CHOICE Home Warranty.
I admit that I was suckered into this situation. I read the agreement, but had to engage an attorney to fully realize the layers of limitations and how the exclusions could be generically leveraged by CHOICE Home Warranty, so I am posting this review to provide awareness about the program and hopefully spare everyone else this painful experience.
CHOICE Home Warranty markets a program that allows them to deny any claim, knowing that the consumer’s only option is to file arbitration which maximizes any potential recovery to $1,300, you draw your own conclusion.
That is there business model, so it must be legal, right, don’t find out, please avoid engaging CHOICE Home Warranty!!!!!
6 years ago
Ramesh Kamath Katy, TX
I signed up less that 3 months ago and it has been nothing but disappointing.
1. Upstairs AC unit took 3 visits over a few weeks from 2 different companies to fix a 'low freon' issue each time requiring us to stay away from work and the last contractor coming a couple of hours after the appointment window - at least he fixed the problem.
2. I requested CHW to authorize my own technician to repair our pool pump at a cost of $607.97. They authorized it and confirmed that they will reimburse me at their rates. They never mentioned during any of our 5 phone/online conversations that their rate would pay me only $235 out of the $607.97.
3. As mentioned in my other review, the standard contract covers only 2 AC units and adding coverage for a 3rd unit is not straightforward and includes having to deal with rude salespeople.
4. Following up on existing requests is not easy either. Wait times on phone calls were at least 30 minutes and sometimes over an hour.
5. They offer an online option to open or follow up on requests. However, the responses to requests often leave you to wonder whether they've read your request at all and frequently their response appears to be a straight 'copy and paste' from their customer service manual!
6 years ago
Mike K Collierville, TN
Charged me for visit that didn't result in stovetop being fixed through C&C Appliance in Memphis TN (avoid, slob). C&C technician took a week to come out, replaced a part after another week, then stated he would come back in a week, then didn't return 5-6 phone calls for another 2 weeks. When I called Choice Home Warranty, it stated 'oh, it's been 30 days since you initiated your call, why are you upset that we will charge you again for someone else coming out?' To which I replied - 'because you didn't fix the original problem.'
Poor customer service, poor practice with 30 days window to fix things when technicians appear to purposely not want to do so in 30 days when it's complicated. Rewarding poor customer service by C&C Appliances by allowing this to happen, it's pseudocommunism. Don't reward Home Choice Warranty with your money for such a scheme.
6 years ago
Zeb Whatley Collierville, TN
We are new to choice home warranty. We bought a house in a new city. Upon moving into the house we noted the upstairs was not cooling. The thermostat is consistently 75-77 degrees despite being set to 69 degrees. We notified choice who sent their appliance company. We were told the AC units were just dirty and needed to be cleaned. We paid to have them cleaned. The AC is still not cooling. They came back and just said the units were old. We paid twice for choice to send someone out and neither time was the problem fixed. The temperatures remain 77 degrees. This is not acceptable.
Our next problem pertains to a leak that was found. We noticed a leak coming down the wall in a downstairs bedroom. The leak was noted under a bathroom. We notified choice. A plumber was sent to the house. He said there was no leak. After he left we filled the tub with water and again a massive leak was noted. Again choice sent another plumber out. The plumber had to cut out dry wall to located the leak which was obvious. There was a large hold in a pipe. My wife was here when the plumber was working. After cutting holes in the dry wall and making a significant mess, the plumber told my wife he did not clean up and it was the customers responsibility to clean up the mess. This is the most absurd thing I have ever heard and quite offensive. At this point we are unsure what we are paying for because choice warranty has not been helpful.
The most frustrating part of the experience is the lack of assistance provided by choice. We are constantly experiencing prolonged wait times on the phone for the problems that have not been fixed despite multiple appliance technicians coming to evaluate the problems. The leak and air conditioner problems have yet to be corrected.
6 years ago
DARLENE BICE
I have had this plan for 3 yrs. Each of the 3 times I've used it, it's been a hassle. I live in a rural area and there are no techs from CHW that will come so I have to get my own then go thru the reimbursement option. CHW normal payments are only about 25% of the actual cost. I spend hours on the phone trying to get actual repair costs. Probably will not renew my contract again.
6 years ago
Alok Gupta Marlboro, NJ
I reported an issue with my a/c last Sunday. A technician was send Monday. however repair authorization is taking forever. My house I without a/c. There are too many exclusions having me think twice and recommending the service. I like some small things like have first service call free. Also not sure if you staff is listening to customer feedback, which can save CHW in costs from vendors, who are inflating costs.
6 years ago
Randy Reddell Abilene, TX
The company you sent out to replace our garage door opener was very prompt and courteous. we had a good experience and like using Choice warranty as our warrany company.
6 years ago
eliana babbi Vero Beach, FL
I could never had so bad experience with Choice.My air conditioning stop working. Choice sent me a technician whom made a wrong diagnostic.And so they told me that I was not covered. By my expenses I called another Company. And they find that my Vap coil was liken. I send then the new Company estimate. I talk to Choice about the discrepancy about this two diagnostics, after staying in line by phone trying to talk to Choice, hours a day, during more than ten days. (before you make your insurance tray to call them )But at the end they place a message over my claim: closed. And that is it they decided and a paid my insurance one year in advance. I The second company send then pictures and description, but they don't want to know anything else.I called a third Company, and they confirmed what was broken, and I am going to pay for fixing the trouble. Be far from this company. They can not be worse than they are.Even the costumer service, is very bad.
6 years ago
Dean Watson McDonough, GA
A plumber came to my home today to repair a leaky toilet and they said the toilet would need to be replaced due to a hairline crack in the toilet. The plumber spoke with a CHW representative who said he would put the matter in front of the board. I received an email stating that CHW will not cover the replacement of my toilet. There are so many legitimate things this company does not cover. I think they are in the business of denying and not honoring claims. I really want to discontinue service with this company when my contract ends. If there was an option for less than one star, I would give them that.
6 years ago
Elvis Llanes Goodyear, AZ
I decided to choose Choice home warranty for my home needs due to great reviews. They advertise that there is no home inspection needed, and that they know that things dont last forever and they understand that things break down, wear out. Unfortunately, this was not what the end results were. Once i needed their services to fix my broke down AC unit, they found any reason to deny my claim, based on a few pictures taken by the AC technician. I live in Phoenix, AZ so my AC is vital specially when my 2 AC units broke down within a week in the middle of the summer. I had moved into my home almost a year to date, and my 2 AC units had received the normal maintenance. What they dont have an amergency 24 response?? you think trying to live in a home which got as hot as 94 degrees is ok for my family to live in. They took about 1 week to send 2 AC technicians out. They didnt care about the well being of my family. So you advertise peace of mind, I got anything but that. Why am i paying for a home warranty, I pay my monthly dues and when I need services I got the shaft. I had to pay out of pocket to repair my 2 AC units, costing my $1,243. I have been on the phone numerous times, arguing with the service agent and case manager and have not been able to resolve anything. i guess im just S.O.L. I wound give this home warranty company a big ZERO if allowed. i wound definitely reconsider going elsewhere for your home warranty needs. This company just throws at you policies and regulations as to why they cant cover your broke down appliances. Don't waste your time or money.
6 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. It may also be found on
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. It may also be found on
Aug. 30th, 2019
Albert Williams Spring, TX
This company sucks and I would not advise anyone to do business with CHOICE HOME WARRANTY. They have no problem calling or texting you five ,six times a day to get you to do business with them but if you should try to get them to look at something in your home it's hard to get any assistance then they send out some technician that probably was not trained or have any sort of knowledge of what he is doing, just interested in collecting service fees or all kid of different fees before even looking at the problem. Then you have to go around in circles for them to tell you that they wont cover it because it was not properly maintained.
6 years ago
Reply from Choice Home Warranty
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. It may also be found on
Aug. 30th, 2019
Roxanne Mungin Atlanta, GA
Well after a week of going back and forth with the warranty company about a prompt service time we finally got someone out to service our AC.
At first we got random text messages about a tech coming out. Their service date was wrong, there time for service was between 11-6:30 (ALL DAY), they would call but didn’t leave a message and then blamed the customer for not answering the phone. If you text before why did you stop texting.
After constant waiting to speak to an agent that was usually 35 minutes on hold I demanded to speak to a supervisor who then escalated our service call. The new tech reached out to us in less than 24 hours was prompted and performed good service. However the tone in which he spoke to us wasn’t professional at all.
We will be finding another warranty company. Sorry Choice Home Warranty
6 years ago
Beth K Bryant Mobile, AL
I just signed up, & coverage does not start until next month. My experience with your "sales" rep was very good. He answered all my questions & was courteous & friendly.
6 years ago
Traci Furlow Gonzales, LA
We have had horrible customer service with this company. We paid over $1100 in full for this warranty and every time we have tried to use we have been declined . After arguing for hours over each one we have only had a couple of resolutions. Their own contractors have informed us they are the worst warranty company to deal with and very hard to receive their own compensation.
When my contract comes due we will not be renewing.
Currently we are out of air for our upstairs unit. They came out over a week ago We called and have been advised by Choice that the contractor never sent the quote. To them. We called the contractor and he advised the quote was sent the same day he came out.
I can’t tell you how unhappy I am with this company. I’ve never seen such poor poor customer service.
6 years ago
Toby Roach Madison, MS
I called choice to make a claim on my refrigerator after waiting for an hour on hold someone finally answered and filed a claim. Repair service came and had no idea how to fix the refrigerator and I had to pay him $65. I called to make a new claim and again experienced an extremely long wait time. This time they made a new claim and the repair service accepted but never showed up. I called again and waiting and made another claim; again another service that was clueless and would not call to make a diagnosis. This has been going on for a month and I still have not gotten my refrigerator repaired. The claims reps are very rude and have hung up on me several times. Seems like I will be covering the cost of a new refrigerator. Will not spend my money on another home warranty with this company.
6 years ago
David Martin Pikeville, NC
They are not worth a dime. For everything they say they cover in one section they reverse that in the next section, I.e. my dishwasher broke , They sent a repairman out who was totally inept. He never even turned it on and said I needed a pump. He left and came back a week later with a new pump. He didn't know how to remove the supposedly bad pump and he took a hammer to it. He finally after he demolished the old pump, removed a bolt that was holding it in and removed it. Installed the new pump and said he had another appointment and didn't bother to turn on the dishwasher to check it out. As he was leaving I turned it on and it didn't work. I caught him in the driveway and he said he would be back the next week. I returned and water was all over the floor caused by his hammering to get the first pump out. He came back the next week and said it couldn't be repaired. I called the CHOICE HOME WARRANTY and informed them and they told me they would have to wait on the repairman's paperwork. The next week , after receiving paperwork CHW offered me $276.81. I told them I wanted a new dishwasher since the amount offered wouldn't come near replacement and installation cost. They called me the next day or so a dishwasher in the colors of black or white only and not bisque which all my other appliances were. I ended up
purchasing on my own at a cost of almost $600. That is only one of the dealings I've had with them. I've had a couple more incidents with them, but I won't go into them at this time. One thing is definite, I will not do business with them after this contract is over,
6 years ago
Ron Hebert Baton Rouge, LA
Somewhat inconsistent. Have had some very good experiences & a few very poor performance. Also, have not been satisfied with some of refund costs when CHW technician could not determine the problem.
Ron Hebert
6 years ago
Susan Gronemeyer Boerne, TX
Repair time for a refridgerator would have been close to 2 weeks, and food not covered, so had to buy a new one. No one bothered to tell me i could dispute the matter til someone called wanting to sell me a policy I already have in place until 2020.
6 years ago
Rashawn Cowles Fredericksburg, VA
I just cancelled my policy with Choice, I tried to make three claims with them over a period of a year and a half. Each and every time I made a claim I had to debate with staff about getting my repairs fixed and paid for. On one claim for my pool no service provider ever came out and after waiting a week I called back and was told I could file another claim and they would have someone come out. The service agents are rude and only speak to facts out in computer by an adjuster who you will not be able to speak with. They have no knowledge of what they are doing they repeatedly cite notes in the computer and all of Choice hidden policies that is not revealed to consumer when you sign up. This company is a complete fraud I have paid them consistently for a year and a half and they successfully paid out none of my claims. Please save your money you will get nothing from them, I don’t know how they are rated #1 on any site.
6 years ago
Reply from Choice Home Warranty
Thank you for your feedback.
May. 21st, 2020
Teri Gschwind Regan Acworth, GA
You botched this one. You emailed me the wrong AC company. When I called them to confirm my appt they said they had stopped doing business with you and several other companies had done the same because you deny claims that you should be paying. That made it difficult for your contractors. I had already waited a week for AC because you couldn’t find anyone sooner. It got cleared up but now I’m shopping around. Made me nervous.
6 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.
May. 20th, 2020
Sylvia Thompson Jacksonville, FL
Samething (Ac at Rental) breaks down and called them. We were told that it had some type of leak, I needed to have a leak search done to see where the leak was coming from (that cost me 189.00 out of pocket) was then told rust and corrosion. I didn't see that, but was then told that it was not cover, after they got my 189.00, It's stressful trying to talk with them. They are somewhat rude, right on down to the supervisor/managers.
6 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.
Our policy covers mechanical failure due to normal wear and tear. 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.
Our policy covers mechanical failure due to normal wear and tear. We encourage all of our customers to review their coverage.
May. 20th, 2020
Lisa Ellerman Pahrump, NV
I have had Choice Home Warranty for a number of years and LOVED them.... They were never late to take my payments out of my checking account, nor did they have any trouble using terms like "repair or replace", "qualified technicians" and "piece of mind". However, this "love affair" all changed when I submitted my very first claim. Suffice it to say that although I had paid thousands of dollars in premiums, when it comes to filing a claim, Choice Home Warranty will literally fight you at EVERY turn. I have now had the misfortune of attempting to get 3 claims mitigated thru CHW. What a nightmare! As soon as you make a claim the fight is on. First they will tell you that "yes, the refrigerator is covered, but, you did not buy the extended warranty that covers the ice maker". You know, the extension that the person selling you the policy NEVER mentioned. Then you will move on to "congratulations, because we cannot repair your washer, we will be replacing it. CLICK HERE for our cash offer...$299.99... What the???? In what alternate universe can you buy a new washer for $299.99. You might be saying that they must be considering depreciation??? I could almost live with that, but, no. This is "wholesale" without delivery. Yep, they will give you a wholesale price that you cannot possible purchase a new washer for. I argued up this amount to an impressive $349.99 and then was told that my check will be sent in 30 days. Ugh!
Moving on, let's discuss the technicians and their unwillingness to make ANY necessary repairs. It took 4 trips to get our refrigerator fixed and we are on our 3rd attempt at resolving a toilet leak. In hindsight, keep your premiums and put them in the bank. I could have repaired any issues on my own if I had done just this. FYI, don't give too much credibility to the reviews on CHW's website. ALL of these consumers were either paid $40.00 or given one free month's warranty for their positive reviews. Guess I won't wait for my $40.00 or free month.
6 years ago
Diedra K Waddington Harvest, AL
I am so deeply disappointed. My ac stopped working on May 2. The first tech never showed up. The 2nd one did and he was great. Unfortunately, Choice did not cover that repair but thought they were generous in offering me $300. I had to pay $2,445 of my own money to complete the repair. This whole process took 2 1/2 weeks and my house was 89 degrees. I am a senior on SSN and have asthma which was a real concern for me. I have had the ac unit serviced every 6 months since 2009 and all repairs completed. That meant nothing. The worse part is that they told me over the phone that the compressor would be covered - that was a lie because they used the excuse I have seen in all the reviews - rust, leak, blah, blah. Please read the fine print of your warranty and don't believe what they say on the phone. My tech sent photos and there was no rust connected with the compressor. Didn't matter. Thank goodness it is fixed but at my own expense.
6 years ago
Carlos Hill Rineyville, KY
I called for the EXEMPLARY PLUMBING SERVICES, I had at home with my pluming being backed up. The next day they sent a supposable a professional plumber to my house I was at work and my wife call me to stat that it was a unmarked van outside and a guy in sweatpants and t-shirt which I think is very unprofessional, My wife at first was scared to answer the door I told her it was the plumber that Choice warranty sent? At this time we went ahead and let him started trouble shooting the system because I had water backed up in the house leaking , now its gets worse my line need to be snaked and he don’t even have one with him , now he have to leave and go rent one, 2hrs later he return and starts to snake the line outside to unclog the line outside I ask him how was it going and he says in a negative and smart way he doesn’t know what’s going on at this time I told him it was the wrong answer for a person in his profession he said we can get someone else but my wife already paid him the $45 service fee so I started helping him with the machine he rented it did remove some of the clog but was having problem with the line on the rented machine so he just gave up and said that the rented machine have to be back by 5pm which is not our problem and he said we might need this or that. Overall problem still not fixed and I call a professional and they stated that it sound like the pump in the sept tank is not working so we will have to now spend more money on something that could not be checked by the plumber that Choice Warranty sent. This was horrible service and I can’t believe this because we picked choice warranty because they strive on customer satisfaction
6 years ago
Lorna Ching Chesapeake, VA
After 20yrs with another company I switched, signed up for 5yrs and had my Mom change as well. WORST DECISION EVER. In the 8 months I filed 2 claims. The first time it took almost 2 weeks to get a provider. When the company showed up, I was afraid. 4 men came to change out a switch. They smelled like a tobacco company. With the second claim I tried to change the hour so u could take off work. The provider said he didn’t have any date and wouldn’t even look for another slot. I called cust svc and was on hold for 40 minutes. 30 minutes into wait , I called Sales using another phone. The supervisor said he would change the date. Now here is the kicker: I asked if he could share with someone how long of a wait it was to get through to customer svc. They could still hear the hold recording as he was talking to me, but berated me because he handled the problem. I asked if he thought being on hold that long was acceptable and he said yes. I don’t care about paying the $50 cancellation fee, this is a bad start
6 years ago
Jillian Lee's Summit, MO
We’ve dealt with other companies in the past with no problem. When purchasing last year the price was right but has been nothing but problems trying to get a plumbing issue fixed. They have scheduled multiple people to come out that don’t show up or have complaints with the BBB. One person told us the problem was the fixture that of course was not covered and now we have to tear out our shower/tub in order for them to see if they will consider fixing it. It seems as though they have so many loopholes in their contract in order to get out of fixing anything. Also, dealing with their customer service is a nightmare. They are rude once you wait over 20 minutes to get someone on the phone. Please, please, please do yourself a favor and go elsewhere with your business.
6 years ago
Aliye Cullu Ocala, FL
I agree with every negative review. I have been given the runaround every time I've placed a claim. I had to pay out of pocket for a plumber who said that my toilet needed to be replaced. Choice sent a different plumber out who replaced the tank mechanism, and it still wasn't repaired. Also, they wouldn't repair nor replace my HVAC unit, so I had another out-of-pocket expense of $5,000+. Now I have a claim to have the lid switch replaced on my washing machine that has been postponed twice by the repair company. I will not renew my contract with Choice. I strongly advise anyone who is considering this company to stay away.
6 years ago
Charles Claremore, OK
Choice is initially cheaper than most other Home warranty companies but not in my case. I had 3 very frustrating claims with them in one year.
1. On my furnace I had a step down xfrmr go bad. The contractor the sent out installed a new one but as soon as he applied pwr the new one burnt out and he claimed there was a dead short somewhere and we would need a new furnace which would not be covered because the furnace support structure showed evidence of "rust or corrosion ". Turns out, he wired in the new xfrmr backwards . Choice would not re-assign or send another contractor our at my request so It cost me $185.00 to hire another company to fix this mistake and Choice would not assist in reimbursment.
2. My A/C was not cooling and the "A" coil was freezing up. The problem was low freon because the "A" coil was leaking at a COPPER tube solder joint. Choice said the repair would not be covered because the leak was caused by rust and corrosion. (This is the same rust and corrosion that as found on the galvanized metal "support" structure, or frame, only. The technician also reported that while rust was present, it was NOT the cause of the leak in copper tubing but Choice still refused to cover any repairs because they had pictures of rust and the contract said they are not liable for issues caused by rust or corrosion. I reminded them that the rust was only on the galvanized frame. NOT on any functional portion of the unit. Bottom line, they would not cover the problem. I once again had to hire another contractor on my own to repair the leak. (oh, Choice also has a very low limit on how much freon the will pay for. YOU are responsible for any amount required over this limit as well as paying for a leak check if one is suspected.
3. When I had a dishwasher control panel go bad on a Maytag, they would not cover the repair because they said the problem was caused by moisture shorting it out and that there must be a mfg defect allowing the moisture t get to the panel located in the door. Once again I either had to hire another repair company or an attorney but that would have been more expensive and drawn out.
When Choice called me to renew (an annoyingly amount of times) I kept explaining my concern and asked to see the NEW contract so my attorneys could review it before I would consider any renewal. At this point the representative became belligerent, said they were not willing to do that and he hung up on me. I guess the word "attorney" must have set him off.
6 years ago
Carmen Catanese Avalon, NJ
Fortunately I have not had the need to use Choice to replace or replace. I am only going on feedback from friends. Their sales associates are very good, not pushy and explain Choice's benefits.
6 years ago
Gerardo Pulido Cedar Park, TX
A REVIEW HELPS BUT WITH HOME CHOICE WARRANTY WE NEED TO ACT PLEASE PLEASE take a minute to read and make a difference we need to do something 843 Negative Reviews I just became 844 same story denied claim, ALL OF THE EXCUSES IN THE BOOK NOT TO ACCEPT THE CLAIM. I see the pattern mine was like this and reading the other reviews it goes like this
1- They contract with small contractors all they need is to have a Business Bond Insurance and a license for AC, PLUMBING, ELECTRICAL, etc etc it's like a UBER THEY SEND YOUR REPAIR OUT AND WHO EVER GRABS the work order is who they assign to you, a company that you have never heard of. They send you a e-mail telling you how to contact the assigned company, in most cases the appointment never the same day (2-3 day good luck on that AC not working or what ever urgency matter stopped working issue you have )
2- The Company assigned technician arrives he collects first the 45.00 service fee here is why, because he knows you are going to be mad from previous experiences.
So he goes and looks at the problem he starts the call to HOME CHOICE WARRANTY he gets them on the phone tells them the problem in a private conversation, then the technician ask that they want to speak to you, so a so called specialist introduces him or her self and makes a decision with the technician on the phone, on speaker asking for you to be listening with out even accessing the issue they deny your claim 99.9% of the time, they say it's a pre existing condition... What just happen? You just got scammed out of 45.00 dollar call fee that you paid for the technician showing up not his fault right? .... he is just doing his job he maid 45.00 dlls in less then 10 min they are also in the scam!!!!!
Are we just doomed to be a victim of this HOME CHOICE WARRANTY COMPANY ?? or is there something we can do about it?? BBB WHY ARE YOU NOT PULLING THEIR LICENSE TO PRACTICE. I feel so helpless when you become another victim of this HOME CHOICE WARRANTY dishonest company with the same line and tactics they are misleading and false advertising . BBB please help the consumer, help me pull their license to practice, you have enough complaints read them, see how they have a pattern, the stories are the same it looks like they all have the same training, not to do anything for their policy holders, and deny all claims we need to do something.
VICTIM OF HOME CHOICE WARRANTY OPEN A COMPLAINT WITH THE BBB ONLY THIS WAY WE WILL STOP THEM. On the Left top corner it says File a Complaint in blue letters you need to take a couple of minutes please, please or call BBB only this way we can STOP THEM AND MAKE A DIFFERENCE ..
6 years ago
P Frazier Stafford, TX
DO NOT spend your money with Choice Home Warranty!!!
We are in the third year of of a 3 year contract that the salesman talked me into. We have had 5 claims in that time and have not had 1 that was easy or problem free. In the first year and a half we would call or make a claim on line and the CS rep would set up the Service person to come out at our convenience. In the last year they have gone to an Automated system that just sets up an appointment with some NO NAME provider by email at a time and date with NO regard to your schedule, and then you have to spend your time trying to get it reset!! Many times the Provider never shows up and it's a company you can't even find on the internet, so no way to know who's going to show up at your door. (NO Name - No web site, identity on the internet, BBB, etc) Examples:
1. Electrical outlet - four outlets above the counter all in a row, all tied to a GFCI not working. An Electrician came out, we showed him exactly where the problem was, what was happening, he said, "no problem". He went directly to the fourth outlet, replaced it, reset the GFCI and all came back on. 15-20 minutes of work. He went out to his truck and came back with an invoice for $295!!! My husband asked him what the exorbitant charge was for, he explained $45 service fee and $250 for "Tracking and Diagnostics"!!! He did NO tracking or diagnostics. We showed him exactly where the problem was. We made a complaint to CHW and they backed their vendor.
2. Washer not cycling properly (front load, 6 years old) made the claim and two nice young guys arrived. Had to lift the Dryer off to work on the Washer. **They told me to go about what I was doing and they would look it over.** When I went back to check on them one was on UTUBE trying to find information and the other one was on the phone getting info from the manufacturer!! They said they'd have to come back with parts. I was charged $45 for the service call and $100 for "ACCESS" because they had to lift the dryer off. This happened 3 more times and they never could get the washer to work properly. CHW refused to send anyone out to get a second opinion and said, if we kept the washer it would NO longer be covered under the warranty. CHW paid us $399 less the $145 we had already paid for the washer. We think the service people were getting the parts paid for by CHW and NOT installing them on the washer, and keeping them for their own business, making it look like our washer couldn't be repaired.
3. Electric outlet smelled hot - it took 3-4 trys with the ridiculous automated system to get someone out. Again a company with no presence on the Internet and no way to check them out. The young guy checked it out and told us it was the switch above the outlet and in order to fix it they would have to cut our sheetrock, etc. We were charged $45 for the service fee $50 for ?? We've never just paid the $45 for the service fee, there have always been additional charges. He said their company would put in a claim to CHW for the repairs and they would be in touch when approved. We never heard back from the vendor or CHW. My husband made many calls and niether seemed to have an answer. Finally we were told by the vendor that CHW denied the claim because they don't cover "re-wiring". My husband was treated very rudely by CHW and the vendor. We called a reputable Houston Electrician. They came in and chuckled at what we had been told. They snipped the wires, put the wire nut back on, installed the new switch we provided and charged us $82, which I'm still trying to get back from CHW.
These are just 3 of our 5 experiences. We are completely disgusted with our whole experience with CHW and would never recommend them to anyone!!!
6 years ago
LOURDES E SOTO Tavares, FL
I selected Choice, coverage the cost were convenient for us. We request a policy for one year, according to the price we can pay. The sales representative offered very good options, for longer and lower long-term costs. I explained that for the moment we only want to pay the policy for one year. Although he was kind, he insisted too much to the point of annoying, anyway he wanted us to buy the policy for more years. As much as I explained that it was not within our reach to pay a larger amount of money, he got upset and hooked the call. Immediately he called me again and then I sent the policy for one year, via email, as I requested at the beginning of the call. He insisted to the degree of harassment. No client likes to be forced to buy what they do not want or can not afford.
6 years ago
Abi Mohan Trumbull, CT
Easy transaction. Choice cut no corners to making sure my appliance issue was resolved. Prompt response and quick dispatch of service tech. I highly recommend CHW.
6 years ago
Shelly Cherner Alpharetta, GA
I have had a Choice Home Warranty (CHW) since August 28, 2016, one main reason is that I live in a 20 year old home with the original air conditioning (a/c) units. The a/c units work, but sometimes in peak heat season they struggle to keep up. So right after I got my warranty I had CHW come out, they determined that it was low on refrigerant & put 1.5 lbs in (Band Aid). It worked but now, about 2 years later the same issue has come up. CHW sent out a technician who said the unit was 2 lbs low on refrigerant and he requested their approval, they denied it. They now require a leak test, but they won't pay for it. The technician told me that a leak test was not normal procedure for his company when refrigerant was only 2 lbs low.
So I call in. Had a very frustrating time with first a Claims Supervisor "Tyrone" who was of no help, then a Resolutions Manager "Precious" who was clearly trained to resolve issues in her company's favor/to dispute paying-period! She had a very sharp tongue. She was rude, spoke over me, etc... I asked why a leak test was required when the technician said it wasn't, she claimed their in house technicians know better, yet this is who they sent to me. She said they don't want to put a "Band Aid" on the problem, she also told me that I was welcome to pay for the refrigerant on my own, oh thanks Precious, that's such great advice to your customer!
I have paid $37.83 every month for the last 21 months, why don't you pay now when I am needing the service? I'll take a Band Aid!!! Now they think more diagnostics are needed, but why didn't they in 2016??? Simply adding coolant was ok then, why isn't it now?
According to the U.S. Dept. of Energy, unqualified service technicians often fail to find refrigerant charging problems or even worsen existing problems by adding refrigerant to a system that is already full. So if the technician CHW sent to me yesterday isn't qualified enough to say it needs 2 lbs of refrigerant & to say that a leak test isn't necessary, then it's just as possible that the technician that came in September of 2016 wasn't qualified either, and maybe he worsened my air conditioning units by adding coolant when they didn't require it? So CHW’s “Authorization Team” is very subjective, based on minimal payment????
So right now, the technician says that I need 2 lbs of coolant @ $95/lb, so that's $190 that CHW is refusing to pay. I paid the technician $60 to come out. A leak test is $125. So if I pay for the leak test I will be out $185, THEN who knows what CHW will do????????? Somehow I think they'll find a way out of paying for anything further.
All in all, I'd be better off not dealing with CHW and paying for the technician and service on my own, just like Precious advised me to actually!
Guess what else Precious informed me of? She said that in 21 months they've paid out more for me than I've paid into CHW, but they aren't like other warranty companies that drop you at this point, but really isn't that what's happening? I'm certainly not being supported.
6 years ago
Esther Pratt Baltimore, MD
Had a horrible experience. All my food spoiled twice because the first technician they sent came two days later and took my money 183 dollars and never came back. Called CHW again they sent me another technician and had to wait another two days other food spoiled and that one never showed up after he confirmed three times. Finally had to find another company to fix my refrigerator and sent the bill . The adjuster did not read what the first person wrote and deducted the copay from what they owed me I had to call again to get that taken care of. I Iost over $400.00 worth of steak s and chicken. CHW does not reimburse for food lost what a shame I called in March it tock them until almost one month to give me the ok to get my own technician to fix the problem in April
6 years ago
Helen Ginden Overland Park, KS
Choice Home Warranty is by far the worst company I have ever used. They use any excuse possible NOT to cover your home appliance. They have a D+ rating at the Better Business Bureau with many many complaints. Check it out. Here is what the BBB has to say about CHW:
June, 15, 2015 NEWARK – Edison-based CHW Group, Inc., which does business as Choice Home Warranty, has agreed to pay the State $779,913.93 including consumer restitution; revise its business practices; and retain a compliance monitor for at least one year under a Final Consent Judgment resolving the lawsuit brought by the New Jersey Division of Consumer Affairs in July 2014 against the company and its current and former principals, Victor M., Victor H. and David S.
The Division’s Complaint, filed in Superior Court in Middlesex County, alleged that CHW induced con0sumers to buy the so-called “home warranties” – which were actually service contracts – by stating they offered “comprehensive” coverage. The Division alleged that CHW then used deceptive tactics to deny consumers’ claims, such as denying claims if the consumers were unable to submit multiple years’ worth of maintenance records. As a result, consumers who paid hundreds of dollars for CHW’s “warranties” were required to pay out-of-pocket for air conditioning, refrigerator, or other repairs that were purportedly covered.
The Final Consent Judgment requires Mandalawi, Hakim and Seruya to execute Confessions of Judgment, enabling the State to seek payment from them in the event CHW fails to make the settlement payment.
6 years ago
Richard Manassas, VA
If this can be minus 4 stars it would be. They do not cover what they say they will in the contract. HVAC system, 450.00 for a leak check...no leak. The Contractor said the compressor needed to be replaced. CHW denied the covered system because of a leak, where there was no leak. Cancelled my 5 year contract just 20 months in...and got hosed on that too. $1875.00 for a 5 year contract comes out to $31.35/mo. They charged me 41.67/mo. So instead of getting $1200.00 ($1250.00-$50.00 administrative fee) they say I only get $949.93 back. Swindlers all the way around, and extremely rude during the cancellation discussion. NEVER AGAIN...STAY AWAY FROM Choice Homeowners Warranty!!!
6 years ago
LeaAnne Kelley Henderson, NV
We had our hot water tank start leaking water on the weekend. We had to shut off water to the house. We contact Choice Home Warranty and after three appointments they send someone out on Weds. to be informed that they cover all the components inside the tank but not the tank it self. So when you see the check mark in their advertising that they cover items they list it borders on fraud. Now how do you say you don't cover the tank of the hot water heater but show a check mark saying you cover them. BEWARE DO NOT USE CHOICE HOME WARRANTY. I am going back to America Home Shield and pay the extra not to have a worthless warranty.
6 years ago
lucille cunningham Locust, NC
I purchased the plan because I wanted to ensure any unexpected breakdowns of my appliances would be covered. I had the plan 6 months and my oven went out. I called in a claim and they sent out a technician. He told me that I did not have enough power to support the volt needed. Had to pay 60 dollars for that advise. then they arranged for an electrician 3 weeks later to come out. He says that there is plenty of power. Again, had to pay 60 dollars for that advise. I felt I didn't need to pay that because I had already paid a technician for the wrong recommendation. But if I did not pay he (The electrician) would not refer the work back for completion, It has been 2 months since this claim. Still oven is not working.
I called today to see if they are sending the first guy that came out because that's what they told me they would do and the girl notices that I am past due 1 payment. she says there's nothing they can do unless I make payment. I told her that the claim was past due and they haven't kept there commitment. This is by far the worst company to deal with. be careful, I am out money and will have to probably purchase a new stove. I'm ok with that, I'm not ok with anyone else getting stooped by this company. I'm not ok with the false claims to take care of appliances when they go down and your in good status. The people that I spoke with since this has taken place will not be subscribing to Choice home warranty because they simply refused to be let down.
6 years ago Edited September 14, 2021
Vincent Cruz Brunswick, GA
Had drainage problem and leaking bath handles, plumber was sent and assessed the issues. Leaking bath cartridges; not covered, broken toilet flange; not covered, septic tank needs to be emptied; not covered. :-(
Called CHW, spoke with a supervisor "Ms. Patty" who was more than willing to help resolve the septic tank issue. Thank you Patty. :-))
6 years ago
Azian Washington Columbia, SC
This is the WORST warranty company EVER! The first claim was not covered because we were told we used the wrong description on the claim and they would not allow us to resubmit for the same issue under the "correct" type. This cost us $389 in service fees. The second claim was for our hvac unit. We were told that we had to pay out of pocket for a "line test fee", in addition to the $45 service fee. Prior to paying for the test fee, we called and specifically asked if there was a chance our claim would not be covered if we paid for this test. The rep assured us that would not be the case. She said that even if the issue was not "covered", they would pay for up to 85% of the costs to repair or replace the unit because "we wouldn't do that to our customers ". We paid for the test and were then told that nothing would be covered. We spoke with Marvin, a supposed supervisor, and he just repeated why the claim would not be covered. When we informed him of what the previous rep told us, Marvin tells us that she was "just a customer service rep" and was not in a position to make such an offer. He went on to state that her account notes didn't match up to what we said. He assured us they would request to "review the call" but that we were still responsible for the cost of the repairs. He offered to waive our next service call fee. When I pointed out that this was the second claim they had denied and that there was no reason to think they would honor any other offer or claim, he had the nerve to say that "we cover 87% of our claims. Your next claim may be approved.". Seriously, DO NOT use this company. NO ONE was helpful AT ALL. They are duplicitous charlatans who essentially steal your money.
6 years ago
Mary Day McCordsville, IN
Although they are cheaper on the front end, buyer beware! The sales team will tell you they replace if they decide not to repair. In depth, the claims team replace price is based on wholesale, but they are no longer in the business of actually buying at wholesale but giving cash back instead at wholesale, leaving you to foot the bill between wholesale and retail. Could that be false advertising??? How do they replace at wholesale price when as a business you are no longer getting at wholesale cost?
Furthermore, the "grade" of your replacement is based on "age", not similar capacity, features, or efficiency as stated in the contract or at least they don't respond as such when questioned by the Better Business Bureau.
And that's just one claim. We're still waiting.. 30+days for contractor to "call back" to finish another repair.
6 years ago
Rhonda Randolph Jacksonville, FL
I called this company to send someone out to repair my refrigerator (supposed to be repair or replace) . The technician was not knowledgeable of my system and kept hitting and missing as to what the problem was. He made an uneducated guess as to what it could be and reported that to the company. I was told that my problem was an internal electrical problem and this is not covered under my policy. Its been almost 3 weeks without a refrigerator an what we had in our refrigerator was spoiled. CHW did not care they made me feel as if my problem was not serious. I did go out a purchase a new refrigerator and had to go through hoops just to cancel this so-called policy.
Please do not purchase a warranty from this company. Their techs only know basic fixes if it's too complicated and it can't be repaired by their shade tree techs replacing the item will be like pulling teeth. Customer service reps will hang up on you. They will show you just how much they don't care about your needs. I have only been with them less than 1 year and have cancelled my service. The rep appeared upset that I was cancelling my service.
6 years ago
Janie Betley Mesa, AZ
Was at xmas time and the washer went out. Called for service call. After two days they called back to tell me they did not have a repair person, but I could get it a service person to fix it. Called them when I located on and they said they would have to call them for the repairs. He called them and told them what was wrong and they said to go ahead and repair it to him. Repairs were high so I called them again and asked if they were sure this was going to be taken care of . They assured me it was all taken care of just to send them a copy of the bill. I sent them the bill of over $500.00 and they said they would only pay $125.00 of it. They are not true to there word and would not even try to resolve this. Buyer beware. They will not replace the appliance. They will only pay you a portion for a new one.
6 years ago
Lawrence J Baudino North Las Vegas, NV
I was very pleased at the knowledge of the representative I talked to about the services and discounts offered. She answered all my questions completely.
6 years ago
Tonya Pillow Atlanta, GA
Buyer Beware!!!! This is the absolute worst HW Company. Typically when using warranty companies your insurance that you typically only use maybe every couple of years. I don’t mind how the HW companies work as long as I’m able to have peace of mind that I’m covered should I have something happen. I’ve filed 3 claims over the years I’ve been with them and 2 were denied for what were BS reasons to me (stating maintenance company was not reputable. Funny thing is I used the very company they sent out to maintain my unit. ? In addition the customer service (CS) folks I’ve had to deal with have been the most rude people I’ve had the misfortune to deal with. I’m writing this today because I’m fed up...I just had a CS supervisor hang up on me after she told me she was about to hang up! When I called back before I could get my recount of the situation out the Rep stated that I would never be hung up on because it’s against their policy...I immediately interjected to tell her the rude rep advised me she was about to hang up!! Her response was “Oh”!!!
6 years ago
Mary Tolleson, AZ
Every claim that I have made they have found a way not to cover it. Their representatives from the resolution center and above are rude and do not care about the customers. I asked many questions when looking for a warranty company about what is covered and what is excluded and was not told what is actually in the contract. I would recommend reading the their guidelines very carefully and doing your research on other companies that have pleasant customer service representatives that actually care and a company that you can count on to give you peace of mind because Choice is not that company. I will not be renewing with them and not be recommending them because I would not want someone to have to deal with this frustration that I have had to deal with.
6 years ago
Patricia Palmer Huntsville, TX
The technicians were Latino and one could not speak any English. They fixed the leak but removed a piece of the skirting on my house and then could not get it back in place so they put a piece of plywood over it. Needless to say I am not happy about that. The technician was too large to fit in the crawl space. Also I do not understand why you always send service companies from Houston area that is 75 miles away. We have numerous companies in Huntsville/Conroe area a lot closer.
6 years ago
Kerry young Purcellville, VA
Just applying for this home warranty was a "Mr. Toad's wild ride!" Started with the website, where I completed the blanks, with a review for changes page at the end. But I couldn't change the autofill for the city - Hillsboro instead of Purcellville with a zip code of 20132. Since it stated it was the location of the warranty I called to have it corrected. Difficult to reach a person, but you could leave your name and number. Tried to get sales or customer service but reached the wrong station and they gave me the phone number to call, they couldn't transfer me. Nice! Left my name and number, again. Finally talked to someone who emailed our warranty and is mailing it as well. So I went to my email to see if it was there and it was, along with an email from Choice Warranty stating we could have the service call reduced to $45 from $60 if we bought a warranty. So I called back and had to leave my name a number again to later find out they would give us the 25% discount we should have gotten when we bought the warranty in the first place. A couple of the emails addressed me as "Mr. Kerry" my first name, when it should have been "Mr. Young." So between autofilling the wrong city, waiting for a service call back several times, abusing my name and having to ask for the service discount we are holding our breath to see what happens when we report the need for a servicing/ replacement.
6 years ago
Richard Thomas Punta Gorda, FL
Inquired via internet on getting info about their warranty. Since then, virtually non-stop several times per day the phone rings and it's Choice. This despite 3 times in last 2 days I told them I am not interested and not to call. Lastly, before you buy read the agreement for every item they claim they will cover. There are more exclusions and excuses which give them a reason NOT to pay or limit your claim. One example, Choice versus Amer Home Service coverage for refrigerator. Amer Home states All Components Covered. Choice covers the cabinet and compressor but specifically excludes all other components such as, ice maker, water dispenser, seals, controls on and on. Looked at several other covered items and it's the same. Choice excludes the most important working components that might be subject to failure and then says they can off you their estimate of what it is worth. Scam artist akin to the guys that sold aluminum siding in the movie "Tin Men"
6 years ago
