Choice Home Warranty: Read 46,127 User Reviews From Real Homeowners

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Catherine Gibb Plano, TX

Isaiah was on time and he diagnosed the problem with my oven quickly. He had to order the fan for him to replace. He was courteous and professional.

2 years ago

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Steve Foster Leavenworth, KS

Noah is a great employee with a detailed understanding of the company’s offerings and customer concerns. I appreciated his communication skills and genuine concern.

2 years ago

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Justina Chandler, AZ

At. the beginning they were good but now I have to wait for my dishwasher to be repair, since it been this issue since dec las year, they repaired and lest than 2 weeks brakes again . I been out of my diskwasher on and off. why this is really bad for appointments I have to wait a week or more.

2 years ago Edited January 10, 2024

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MP Port Charlotte, FL

The technician was efficient. I had a problem with my refrigerator and the appointment time was almost 48 hours after I left my information. Therefore, I lost quite a bit of food because of this.

2 years ago

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Julie Williams Conroe, TX

Description of complaint: First, as of today, CHW has a D+ rating with the Better Business Bureau. I have a home, pool, and spa warranty with Choice Home Warranty (CHW). The cost of the warranty was $1,890. On 06-29-23, I filed a claim with CHW stating that my central air conditioner (a/c) unit was not working. On 06-30-23, CHW texted me that Trade Winds Heating and Cooling would come to my house 07-06-23. The temp. on 06-29-23 was around 100 degrees F. The weather forecast for the next week was for the temp. to remain 100 degrees. Waiting 6 days for the diagnosis meant we would live without a/c in the upstairs of our house in extreme heat conditions. I replied to CHW’s text that I could not wait until July 6. I hired an a/c/technician who came out to my house, diagnosed and replaced the air conditioning unit’s broken part. The cost of repair was $225. On 7-11-23, I uploaded 6 photos of the broken part as the technician was removing it, and the invoice for the repair via the CHW app under “proof of repairs” and “pictures.” I expected CHW to subtract the $85 technician fee and send me a check for $140 ($225 minus $85). I called CHW today and spoke with Oscar. He reviewed my claim number and told me that I was not authorized to hire my own a/c company/tech for the repair and that without pre-authorization, I was not eligible for reimbursement. I asked him to connect me to a corporate case manager at CHW, and he put me on hold. A minute or so later, I was disconnected. I called CHW again and Ariel reviewed my claim. Ariel told me the same thing Oscar had told me. I again asked to speak to a Corporate case manager, and he refused to transfer me. I know that CHW issues reimbursement to customers who have had similar a/c unit complaints when they have resorted to hiring their own company due to the extreme heat/weather event at the time of the a/c breakdown. I have read many complaints about CHW at the Better Business Bureau (BBB) website, and I see CHW offered to issue what they called a “goodwill gesture” for the BBB complaint to be resolved. I have today filed a complaint against CHW with the BBB. My desired outcome: CHW, send me a check for $140.

2 years ago

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Lee Walters Phoenix, AZ

They knew what they were doing and had the part in their van for a 1 stop fix. Negative, they didn't inform me when they were coming but it worked out.

2 years ago

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Diane Wilson Jacksonville, NC

When appliances need to be replaced, Choice home warranty does not pay enough to replace them. It took about 3 weeks to find a plumber for me so it is of no use in an emergency. And the plumbers could only fix one of the two problems on my claim because only one problem was given to them.

2 years ago

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Paul Nealy Palm Beach Gardens, FL

The service tech CHW sent to my home was courteous, helpful and professional. In no way is my opinion of CHW a reflection of him or his work. Choice Home Warranty is FRAUDULENT. They will 100% pull a "bait and switch" routine on you after selling you a policy the second you file a claim. They denied my claim stating our issue was a result of "misuse, abuse, neglect or physical damage" which is not only 100% false, but also 100% opposite of what the service technician reported to them in his diagnostic analysis (I have screeshots of the report he sent to CHW which state "Cause: Normal wear and tear). I would not only NEVER recommend this FRAUDULENT AND THIEVING COMPANY to anyone I know, but will also be reporting them to every bureau and consumer affair service I can reach. HORRIBLE COMPANY.

2 years ago

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Tony G Frederick, MD

Techs were courteous but disappointed as i asked to have them select a more energy efficient unit knowing I would pay more but they came with the standard approved base model. Also wanted $150 for new Pan which i purchased at Lowes for $25

2 years ago

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Lee

I had mixed experiences with customer support. While I found their service satisfactory, my warranty claim for an AC compressor was denied without clear communication, leaving me frustrated. Currently, I'm relying on them again due to a dryer issue. Overall, I appreciate their efforts but wish for better transparency.

2 years ago Edited January 10, 2024

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Sarah Wade Spring, TX

I do not recommend. We have had several occasions that we have had to call someone out for the same issue and they have found them as separate claims and when I went to cancel because they were not able to fix the problem the first time they told me I could not cancel because I had too many claims. I ended up paying a lot of money out of pocket for the exact same thing that the first technician should’ve done the first time they were out. The customer service is absolutely terrible. When you have a question they recite a scripted line over and over to you and never really answer your question.

2 years ago

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Rachel and Mark Hiatt San Antonio, TX

Wait time to file a claim was longer than expected. I'm glad I switched to my cell phone, and the automated claim service recognized the phone and took my information. It would have been nice to speak to representative, especially on my first claim call ever. Thank you.

2 years ago

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Dawn Rini Clover, SC

On paper the plan is great. What I was sold and what I got were two different things. My first claim on a washer leaking was months in resolving. Then a leaking faucet was a debacle. I am afraid the jury is still out for me on the program. Just this week they were unable to find a tech to service my refrigerator so I opted for the reimbursement option. Not as smooth and care free as I was led to believe.

2 years ago Edited January 10, 2024

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Marshall Monroe Galveston, TX

Dislikes: Never being able to talk with a live person. Schedule a complete day off for service. repair window of days and hours... Repair window of 7:00am - 5:00pm is BS Tech left old parts and didn't really clean-up after himself Hard to understand the tech. Pay $85 additional for the repair Pros: The dryer works again.

2 years ago

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Calvin Yuen ‘Aiea, HI

My current approved claim #202767219 covers my plumbing system with a water leak from and we believe my water pipe is in my walls. On June 26, 2023, I spoke to one of your claim specialists name Sergio and my request was denied to also assign a contractor to repair my dry wall after the plumber has completed his repairs. This would speed up the completion of my repairs. Sergio stated I would need to file a dry wall claim after the plumber has completed his repairs. Since I am covered for this claim, why is everything done seperately. It appears that I am being abused. Please let me know the outcome of your review.

2 years ago

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GJ Streib Parrish, FL

The Tech was great. He called before he arrived to let me know when he would be here and he was close to the time he gave. He was a gentleman and very friendly. Explained all he did.

2 years ago

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JRM Katy, TX

Terrible communication paths and Choice Home Warranty seem to work overtime to make sure they do not pay a claim. The lack of ability to speak to someone without an ordeal is ridiculous. Apparently, the people that are managers or CSR's have reached the status of the White house because I think I could probably get someone on the phone at the WH before I could with CHW. The tech that came out was fantastic, professional and did a great job! I just dont like the way I have been handled by CHW this year.

2 years ago

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Gary Mcguire New Ellenton, SC

Not happy that garage door repair bill was $784. All the components are part of the opening system and should be covered as such. Tech was great, coverage was not and price was high. I'm disappointed with the warranty coverage.

2 years ago

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Sherri T Manahawkin, NJ

I had a problem with my hot water heater and they took care of it for me. Now I have a problem with my dryer and I look forward to the same help. Thank you

2 years ago

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Teresa Kidd Maryville, TN

Choice will rarely if ever replace if they can repair. Even on some the inf that is over 15 years old. And then when they do say they will replace because it can’t be repaired, they give you extremely insufficient funds to buy a new one

2 years ago

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george lepage Goose Creek, SC

The sales person who signed me up lied, my dishwasher just died any you all are just giving me wholesale to buy a new one, i was told your company would replace with the same or better. I was with american home shield for over 10 years and was never lied too. What you all are giving me is about half of what it will cost to replace, not good business.

2 years ago

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Larry E Swafford Katy, TX

We can highly qualified and friendly people to come out and get us running. We are older people and can't do so many of the things that we used to be able to do.

2 years ago

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Jeremy Meade Swedesboro, NJ

I submitted a claim online for my garage door spring. I was told to call and talk to someone. When I did that the message said someone would call me back. I missed the call. Instead of calling me back later or asking to call back my claim was denied on the spot. I found that out by an email. I called back within 2 minutes of the missed call to have HORRIBLE customer service and zero resolution. When I asked to speak.a supervisor I was informed they all left 5 minutes prior to me asking for one. ANY OTHER WARRANTY COMPANY HAS TO BE BETTER. DO NOT SPEND YOUR MONEY WITH CHOICE HOME WARRANTY. HORRIBLE

2 years ago

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Fawaz Atchoo Irving, TX

Easy form to fill out to submit a claim. Enough communication to let me know the status of the claim. I would have liked the technician to be scheduled sooner but I realize workers are in short supply.

2 years ago

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LS Albertville, AL

Had a home warranty that covered plumbing/leaks in the house. Had a leak in the basement and Choice Warranty denied the claim stating a paragraph in the agreement states claims that have leaks outside the foundation are not covered. I sent them pictures clearly showing them that the leak was in the basement from the ceiling which has a floor above it, not outside. I set up an appeal which was three days later and without considering any of the information, they stated it was still denied. When I asked how they could deny it stating that it was outside and the leak was clearly inside, they stated it had been determined it was denied and there wasn't anything I could do. She couldn't get me off the phone quick enough, their appeal process is worthless as well as their service and commitment, or lack thereof. Before she could get off the phone, I canceled my agreement and am awaiting my prorated payment for the remaining term of the agreement. It appears they can make denials quickly and let your leak cause additional damage before the appeal can be scheduled, but refunding your money doesn't seem to be a priority with them as was getting my business, denying a legit claim and scheduling / actually reviewing the case in the so call appeals process. BUYER BEWARE!! Stay away from them unless you want to just give them money until you need them and then they will walk away from your agreement and be content with the money they got from you and not return it in good faith for paying your claim.

2 years ago

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Charlene Moss Richmond, VA

Our service representative Jamal K was fantastic! Knowledgeable and very detailed and patient. Because of him I HIGHLY recommend Choice Home Warranty.

2 years ago

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Donald Reinier Bettendorf, IA

Technician is very straightforward and honest. He stayed here working on my unit until 11:30pm unfortunately it still isn’t working but that is not his fault.

2 years ago

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Gail McKinney North Richland Hills, TX

This rating is Relative to HW industry. Rarely are customers fairly compensated when appliances have to be replaced. Choice is no exception to this, although they were more professional than others.

2 years ago

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Mark Santa Rosa Beach, FL

I do not have to wait too long to speak with a live person. But communication between your company and provider you send is very poor. Secondly, I do not feel comfortable of what my expenses are going to be and if I ask the provider of the service they can not help because they don't have a copy of what is sent to me.

2 years ago

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Neil Spring, TX

The biggest problem with Choice Home Warranty is their timeliness. Our upstairs Air Conditioning went out and we didn't get a technician here for 3 days! That might be OK if you live northern part of the country, but here in Texas with outside temperatures on the upper 90's, that is simply not acceptable!

2 years ago

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Linda Guy Exmore, VA

Jake from Pungo Appliance Repair has been awesome, even though he did not come out to service my rangee. He either answered my call or promptly returned it.

2 years ago

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Conrado Rosales Livermore, CA

Disappointed with the overall 1st claim experience i have with Choice Insurance. My washer went down, filed a claim, a technician was assigned within 24hrs which is great however he showed up late, beyond the 4hr window. He assessed it to be replaced instead of repair. Choice reach out through email and offered Lowes e-gift card with amount of $343 in-liue of replacement. I checked Lowes website and cheapest washer they have (comparable to my old washer is $498 +tax so i called customer service to escalate my claim to a case manager. After a day, a case manager was assigned and reach out to me through email with her contact info. I immediately called her but was busy and was answered by a different case manager that claimed he is the same level as my original case manager and i can discuss with him my case. I explained to him that I don’t agree with the amount offered and seeking help if he can do something to increase the amount. He explained that he cannot do anything and that he thinks that the amount is fair. He further explained that the amount is based from wholesale amount of the equivalent model which is typically lower than retail amount. I then mentioned since i don’t have access to the wholesale price, can Choice procure the washer instead rather than me buying it at a retail price. The answer is again No, they cannot do that. At that point i felt there is no else i can do except accept the offer unwillingly. So overall i would say my experience with Choice is disappointing and felt i was scammed.

2 years ago

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Mylene King of Prussia, PA

I like if they can assign the technician right away to go to your house I don’t like it when sometimes you need to pay extra for the parts that is not covered

2 years ago

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Arvind Desai Baltimore, MD

immediate response to the claim, technician made extra effort to come before scheduled service date; technician completed the service to our satisfaction.

2 years ago Edited January 10, 2024

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Brian Griffith Myrtle Beach, SC

We bought a house and we purchased a Choice Home Warranty service. 16 months later and after renewing our agreement, the water went bad and CHW denied the water heater replacement due to it being an 80 gal heater. Looking at the agreement, water heater was included. However, looking at website fine print, they exclude and do not cover water heater over 75gals. I appealed asked them to replace it with a 75 or smaller and they still denied. Flat out will not pay anything out if the original one exceeds 75gals. What a waste for us to pay $1400.00 or more over 2 years on this warranty especially when we haven't turn in a claim until now.

2 years ago

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Goldie Asmo Las Vegas, NV

I was very satisfied with the service I received from Choice Home Warranty recently. They are always on time and ready to go to work on the problem I requested them for.

2 years ago

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Fred Haberman

Working with Joseph was an absolute pleasure! Answered all my questions and made me feel very comfortable switching from American Home Shield. Excellent job Joseph!!

2 years ago

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Dennis Tucker Kuna, ID

Home warranties are great! I've had others in the past that delivered great service. A home warranty with Choice is worthless. Why? Because they are really terrible at delivering what they say they will deliver. For example, I 've been with Choice Home Warranty for 3 years and until now I have never filed a claim. Eight days ago I filed a claim for air conditioner repair. After calling almost daily and getting nothing but someone who does not necessarily speak my language very well promising a good result, I have seen no one coming to repair my air conditioner. I did see that the BBB (Better Business Bureau) recommends staying away from Choice and the Attorney General of Arizona has sued Choice. My personal opinon for Choice Home Warranty is that it is a blight on the business world and should be avoided.

2 years ago

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Dennis Dos Santos Mission, TX

The e-gift card takes up to 30 days to receive from only one retailer (Lowe’s) is something that needs to change. An e-gift card should take up to 3 days not 30 days. The customer should have other retail options including a direct deposit into a bank account.

2 years ago

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Jim Lomiento Boynton Beach, FL

The service that I received from Mike Check Appliance Repair Service was first class, Mike identified the problem immediately and corrected my problem. 5 out of 5 stars!!!!!

2 years ago

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Kimberly Wilson Columbia, SC

The lack of service is appalling. We placed a claim and had to wait almost 1 month for resolution for our A/C problem. We didn’t even get escalation until we threatened to withdraw services. We had to constantly call customer service for updates instead of Choice being proactive from the start. Very disappointing because we never had this issue in the past!

2 years ago

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1st AME Admin Secretary Rev.Radford Kansas City, KS

The time it took to locate a plumber was extremely long. Now I wonder how long it will take to allow the plumber to replace the faucet. Mean while water is running not dripping. I must run up and down stairs just to flush the toiletto shut the water off or allow the water to run.

2 years ago

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Eric Tidwell

Do not purchase Choice Home Warranty!!!. Repeat, Do not purchase Choice Home Warranty I placed a claim for a dishwasher in May 13 2023. I was lied to numerous times when I called Choice support, that the claim would be processed in 5-7 business days. The claim took 4 weeks to process. At that time, I was offered a buyout (Lowes credit) because the dishwasher part could not be replaced. The buyout amount was $400 less than a cost of the replacement dishwasher. Choice does not cover the cost of the dishwasher delivery and the cost of removing the old dishwasher. The Choice Support rep do not know their own policy and claim coverage and they are unable to tell you about the additional cost not covered by the policy. Horrible customer service.

2 years ago

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Christine Shriver Bradenton, FL

He was quick which was good but I had to ask him to explain what he found wrong and what part he replaced...I believe he should have been willing to explain everything to me without me having to ask.

2 years ago

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D.Taylor Eagle Lake, TX

....there's not much to like about this company....You would think that after replacing the same parts on the same refrigerator, they would get a clue. But they just used a different tactic. Blame it on the manufacture. and after that is exhausted, go back to plan a... replace the parts again... over that last year and a half, Choice has sent people to my home over 12 times. ( @$85 a pop) to work on the same refrigerator. With the same problem..... and half the time denied the claim....

2 years ago

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Robin Burgess

Quick call back after ticket put in and was able o come same day. Was professional and courteous. Repair made quickly and completely. Highly recommended.

2 years ago Edited October 23, 2023

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Victor Manriquez TX

Our tech that came out the first time in april was in and and out in 15 minutes. No real diagnosis. Fast forward to 5/29 same problem. New tech came in and took time to dignose the problem. Figured out some issue and once again the one of the parts ordered was not approved and when he come back in 10 days later if its the part that was not approved that was the problem i will have to wait more time. I will be out 18plus days without a refrigerator and maybe more because you wouldn't approve a part. At this point i hope that it fixed on his next vist othwise your methodology on how things get fixed or approved is unacceptable considering how monthly rates and deductibles go up and service on appliances only happens through 3rd party services that dont get approval onnparts so they can do their job.

2 years ago

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JT Moreno Valley, CA

Very fast response to our claim request. My husband and I were very impressed with the service provided. We are very satisfied with the purchase of our home warranty.

2 years ago

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Dennis Carpenter Winston-Salem, NC

We have been waiting for WEEKS for a resolution on how to accomplish repair/replacement of our AC unit which failed in early June. it is now July 26th. Both other claims have been dealt with in a timely manner.

2 years ago Edited July 26, 2023

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Alvin Orange Park, FL

My first experience was terrible with the rookie I talked to when trying to turn on a request for a plumber. Finally after about an hour snd bring transferd one one person to another and trying to explain what I needed to people who couldn’t speak good English or a computer I finally got help from someone who understood what I needed and got my service set up. The first person I talked to I guess took the order but hung up on me. I didn’t know if she got it done or not. The company you sent out was very good. They contacted me snd set up a time to coke out. They had a time come up that day and called to see if wanted them to come. Of course I said yes please. I hated to have yo wait till Friday, which was a couple of days away. The plumber got her fixed my problem in a very timely manner and was very polite and knowledgeable. Your people could take lessons from the plumbing company on how to treat or interact with customers. So F for your representatives and A+ for the plumbing company.

2 years ago

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