Choice Home Warranty Reviews

Choice Warranty looked for 10 days for a company to fix my GEO Thermal Heater; they could not find a company to repair it in 10 days. I was, and still am discussed with them. I called them every couple of days during this entire process explaining that I live in Nebraska and it is cold in the winter time. I NEED MY GEO THERMAL HEATER REPAIRED. I stated that I could find a company to repair my unit. They reluctantly allowed me to find a company to repair my unit. I found a company and they repaired it; it took me 24 hours to get it repaired. This was part of a Reimbursement process that Choice Home Warranty uses when they cannot find a vendor to fix a covered unit. I paid for the company to repair my GEO Thermal Heater and Choice Home Warranty would them reimburse me for covered expenses, within the next 30 days, less the service fee. They sent me a reimbursement check in about 3 weeks which was $43.36 short of a complete reimbursement, less the service fee. I hire a service company like Choice Home Warranty to make repairs on items in my home, to make my life easy, and to get things repaired quickly and correctly. This was probably one of the WORST PROCESS THAT i HAVE EVER EXPERIENCED WITH HOME REPAIRS. I am truly disappointed with Choice Home Warranty and I am concerned that I have contracted with the wrong company to provide home warranty services in my area and on my home.

Still waiting to have my plumbing problem resolved.. i do not want to find my own because its one of the main reasons i picked you guys.. so that i dont have to do the worrying about who to use and will it be covered.. i like that you guys call the techs and repairmen.. hopefully it will be taken care of soon.. Barbara Metcalf

I liked that they covered some of my washers replacement cost, I don't like that it takes up to 39 days to get a lowes gift card electronically. Lowe's sale on washing machines ends today. So meh.

The service guys were so polite, helpful, professional and very knowledgeable of their job. They worked as expediently as possible. The service was top notch!

We filed one claim in 11/23. It took too long for Choice Home Warranty to send a technician. The technician was great but after 3 days Choice Home Warranty still hasn't approved the appliance replacement.

If you live in an old home, this is definitely worth. They cover everything I'm concerned most in my house and my experience with claims have been very smooth.

Claim for built in microwave, the cost of a replacement trim kit was not even considered because it is a countertop microwave that was mounted into my cabinets. To replace my microwave it’s going to be about $430 max I was offered was 249, leaving me to Pay close to $200, also if the $65 for the service fee is also considered, they really only paid $184 for a replacement.

Choice is getting better with the technicians they offer, however, the increase in service call fee is a bit much, since you also increased the monthly rate. I am seriously considering whether to keep the warranty for 2024.

Would do zero stars but couldn't. Dryer on/off switch broke. They sent a tech out. $85 and he said it is not repairable. It is a 7.3 cu ft front load dryer. Choice came back and said they would give me $335 to buy a new dryer.....with a gift card to Lowes. Can't get a dryer for $335- let alone when I can only shop at one place. I appealed. Assigned a case manager who I was told would be my point of contact and would give me immediate assistance. I got an email with case manager name to set up a call for appeal. Call was with someone else. I explained the situation and they upped the offer for a gift card to $458 for Lowes. Still not enough to buy a comparable dryer (which is what they said they would replace) The guy I spoke to said that they only give what they would be able to buy it for at cost- like a home builder. I said, ok, then you buy it. He said- they can't do that. I said, well I need to talk to my husband first. We ended up buying a new dryer elsewhere where I could get it cheaper and a 30 month no interest deal. I sent the stuff to CHW asking to be reimbursed in a check instead of the card since I sent proof, I already bought it- 3 emails to my "case manager" who was to be my immediate contact. I heard nothing. So, I called his number- he never answered, and I got a female. I said I was calling my case manager. She said, oh, he must be busy, what can I do. I said again, I just would like reimbursed as I had to go buy a dryer- mind you this is also the week before Christmas since it took them a week from time of first claim, to get a tech out and give me the first offer- I needed a dryer as I had family coming. She proceeds to tell me they will only reimburse the first offer of $335. I expressed my great displeasure with that. If they were willing to give me $458 in a gift card, just reimburse me. She said no. So, I begrudgingly said, fine, then I'll take the gift card. She said, ok, it will take 10-15 business days to arrive. WTF? This is such a joke! Don't do it- RUN!

They would rather pay more money to replace an item than to fix it. The only reason I can think of is because they do not expect you to be a return customer and they will not have to fix an appliance more than once since the new item will be under manufacturer warranty.

I finally got my furnace fixed. CHW cost me an extra day due to not being able to find an "in network" technician, I was then authorized to find my own tech but needed to provide pictures of bad parts to receive pre-authorization which was not practical! The tech diagnosed the problem being a burned out heat exchanger and needed the burner replaced. I could either replace the furnace or replace the parts. Since the heat exchanger of my 18 year old furnace was still in warrantee, I chose the cheaper option of replacing parts if available. Parts came in and were replaced -- my furnace is now working properly. Since the tech (and me) did not want to tear the furnace apart before receiving the replacement parts I was unable to take pictures of damaged parts therefore unable to get proper pre-authorization. Because of not getting proper pre-authorization CHW not only cost my family an extra day without heat, they won't help with the finances!

I am very disappointed in your customer service. On December 3, 2023 I filed a claim because my heater was not working. It took Choice Home Warranty five days to get a technician out to my house. The technician said the unit could not be fixed safely or properly and submitted information to Choice to replace the unit. Five days later, Choice Home Warranty advised the authorization to replace the unit was approved; however, the first technician was unable to complete the job. Therefore, Choice Home Warranty started the process over and sent out a second technician, from a different company, to attempt to fix the unit. Three days later, the second technician came out to diagnose the heater unit. The second technician agreed the unit needed to be replaced. Two days later, I received another email from Choice Home Warranty approving a new unit. I contacted Choice almost every day between the initial claim up to this point with the intent of making sure this replacement would be completed BEFORE Christmas, as I was having out of town guests at my house and it is winter time. I then received an email from Choice advising the second technician would be coming out three days from then to replace the unit (on December 20). Today (December 19), one day prior to the scheduled appointment, I contacted the second technician to double-check everything for tomorrow. The second technician advised he did not have the crane scheduled (since my unit is on the roof of my house), he did not have the new heater unit, nor other parts and would not be able to complete the job until the week after Christmas. I contacted Choice and advised I was not happy about this issue taking over two weeks to solve and now having to wait over another week. Choice customer service attempted to blame the technicians for the delay and said it was up to the technicians to schedule and complete jobs. Although this is understood, my issue is with why Choice started over with a second opinion when they had already approved replacing my current heater with a new unit. Why did Choice need a second opinion since you already approved replacing the unit? The customer service agents stated one technician could not go off what another technician said. Although my thought is it does not matter what the first technician said, since all you had to tell the second technician was to replace the unit, not diagnose it, which would have saved a week’s worth of time. I then spoke with a customer service supervisor (Brie?) who washed her hands of the situation and said it was the technician’s fault and Choice Home Warranty reserves the right to get a second opinion and blatantly admitted she did not care I had gone over two weeks without heat and would now be going over another week without heat. Choice Home Warranty seems they do not trust their own contracted workers and is only trying to make/save money and not actually help their customers. Although your customer service agents “document” everything that is being said when called, it seems as though no one above them (or in the authorization department) actually reads what is documented. Now I am left without heat for Christmas with guests in my home when this could have been fixed this week. Although your contract states you reserve the right to a second opinion, does not mean you need to waste time getting one. Now I am screwed because of it. I should also point out, the technician who ruined my AC/heater unit in May 2023, was sent to me by Choice Home Warranty.

He was courteous, on time, quickly determined problem but did not check with you while at my home for approval to repair. Also said he would send text message when he had your response and as of this date no word.

Technician was very knowledgeable, extremely nice. Found, diagnosed and repaired the issue quickly. Will definitely recommend them and use them if necessary again.

The technician was great but I'm a little uncomfortable with parts being shipped to my home for the work needed with no way of knowing when they will arrive. This is not the neighborhood or time of year to have packages sitting outside. I hope there will be shipping updates through the choice warranty claim portal.

customer service as above expectation, we have an issue in our furnace; claim was placed at 7:00 , 4 hours later it was fixed and running, this is amazing!!!

if I could give this place one stars, I would! The customer service is just nonexistent. If you have questions, there is no way to reach a representative to ask questions if you use the ‘contact us’ and submit your question, no one will ever respond. Your appointments are made with the contractors as vendors, and they know nothing about you and have no way to reach you because usually choice home warranty gives them your number as all nines and they give you an appointment time that they did not confirm with the technician so the technician may never show up or come at a totally completely different time. Such a waste of time and money Experience and there’s nothing I can do about it. I am stuck with a home warranty that is terrible.

My garage door broke on a Saturday afternoon and a tech didn't come out until Friday night - 6 days later. I had to repair my garage door just to get it to close because I didn't want it wide open for almost a week. I can't think of many warranty issues in which you wouldn't need much quicker response time. On top of the delay, Choice was terrible at sending me the correct date and time of service. The garage door company called me early Monday and informed of the appointment time. Choice kept sending me messages listing the wrong dates and time.

Prompt reply from Choice after filing a claim and representatives are extremely helpful; Especially Keri and Cheryl . Vendors are improving greatly

I have nothing but good things to say about Choice Home Warranty! They are efficient and get things done ASAP for you! Would highly recommend to everyone.

The technician was GREAT!! He explained the issue with my HVAC thoroughly. I had complete confidence in his knowledge and capabilities. Excellent customer service.

I like that the technician showed up promptly, found what issue was, however, the technician is scheduled to perform the repair two (2), weeks later (11/25, claim started) (due for repair 12/14/2023). Thank God my heat did not go out! S. Sabur

The service technician was great. Choice gave us a low ball replacement cost on our washer by falsely claiming our model number capacity was lower than it actually was! I had to find the model online myself and send the case manager a screen shot myself. Then the case manager explained the ridiculous policy of replacement at wholesale costs vs. retail. How can the consumer find a "replacement" without replacement money? To top it off, the amended gift card for my replacement will take 30 days? It cannot take that long for a digital gift card to be emailed. This whole thing is a farce and a way to bully the customer, hold onto the replacement money longer, and it reeks of corporate greed! After my contract I am done with Choice and I will a find a company that seeks to honor their commitment to customer service!

I had cancelled all my maintenance contracts with sears since they could never show up quickly not fix the problem with one viist. Not happy that you keep giving them my jobs. For Wednesday, they cannot arrive at my house until after 1030 do to me being dialysis patient.

I have had to utilize my services several times. Each time, the process was easy and efficient. I was able to resolve my problem quickly and effectively.

Good customer service and very responsive. However, the number of claims filed vs the number paid makes it questionable whether it’s a good investment. Currently based on my experience it’s about a 33% success rate while other companies are closer to the 90 percentile range.

1. Long wait times to talk to a representative 2. Can’t understand the representative. They don’t enunciate clearly. They talk too fast, and they don’t speak English very well 3. I reported a leak under my sink on November 10. Got a claim number. Heard nothing from anyone and called back on November 15. Representative said all the company’s that addressed this problem were busy. Finally I got a text that someone would be at my house on Tuesday, November 21. Between 7 am and 11 am. Didn’t give me the name of the company. I was up and dressed waiting at 7 am. No one showed up 4. I called back later that day. Waited a long time. Never got through So, it’s been 9 working days and I still have a leak under my sink .

He fixed everything quickly and efficiently. I was surprised that he didn't carry toilet handles on his truck. It seems like a normal thing to have on hand, but he went and got some parts and fixed everything.

Well, the van was unmarked. Usually there is a business name on the side or something. This had nothing. The technician didn't take my credit card, so someone from the office had to call me to get the card info. There are some businesses that are close to my location, why have a technician come from central Jersey? This was my first claim

WOW! BEST HOME WARRANTY COMPAY EVER! HAD MY ISSUE TAKEN CARE OF IN A DAY! SO THRILLED! MY LAST COMPANY WOULD HAVE TAKEN AT LEAST A WEEK TO TWO. SO GLAD I SWITCHED!

I've used them a few times and was pleased. This time they got the information wrong and denied my claim. I was willing to help pay for the garage door parts that weren't covered but they denied the whole claim and I had to pay the whole bill.

Too much hassle to file and obtain approval for repairs. Takes too long to schedule repairs. Because CHOICE treats their contractors the same poor way they treat their customers CHOICE does not have a “deep bench” of qualified professionals

I called to ask if someone can come back out to look at the same issue that was supposed to have been fixed last month and Choice Home Warranty said I had to call them within 30 days. I was 3 days past the 30 day window so now I have to open a new claim for the same problem I had last month. Doesn’t make sense you have to put a new claim in for the same problem, same issue, same appliance., same system, etc. We have to pay another service fee for the same company to come out again and try to fix the same issue they attempted to fix last month. Any recurring issue with the same problem should not be charged a service fee if the system is still having issues. It’s not a new issue, it’s the same issue. Stop trying to rob people and just help. There should be a waiver or grace period. People shouldn’t have to keep paying service fees for the same issue.