Choice Home Warranty Reviews
9.4
Overall Score
Felicia Callagy Manahawkin, NJ
We had a tech come check our air conditioner. He said it was not broke, however, before he came we had our regular ac guy check it and he said there were a lot of things that needed to be fixed.
We spent three hours on the phone today trying to get someone to come back to check again.
One of your reps said he was coming to fix the refrigerator and said she would check with her supervisor and never got back to us. Another rep said he will document this and said there was no diagnosis. He was going to talk with his supervisor we gave him our no to call us back and never did. The third rep said the same thing that he would expedite the diagnosis report and get back to us.
Very unprofessional of your reps to not call us back and would not give us to a case manager. I’ve had Choice for quite a few years and very unhappy with this. I also need to have my ac working and would like to get a new tech to my house asap. We were told not to operate the ac until it is fixed.
We need answers asap since we cannot go without ac now and do not want to put it on.
Please advise.
2 years ago
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Joanne Francis Loudon, TN
CHW new answering service is very efficient, obtains a vendor normally within a day and then sets an appointment. I give’d give
CHW a 5 STAR rating. They were Amazing!
2 years ago
Jane Kinwood, TX
I am very pleased with the warranty with Choice and have recommended it to several friends and relatives. They ae prompt in getting appointments scheduled.
2 years ago
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Richard Braunreuther Manchester, NH
They said no to my claim. Something about a pre-existing. I really didn't know my AC was going to out. I waited 2 months without hearing back from the company. Really bad customer service. I called a number of times to find out what was going on with my claim. I got three different answers each time it was different answer . The company only cares about making money. Guess if I had a problem with my faucet things would be different. Thanks so much for nothing!!
2 years ago
Dorothy Hunter Cleveland, OH
I give you a 5 star rating thanks to Albert! He was patient, understanding, and very respectful~~considering I'll be 81 before the year is over~~ Now before we move on, suggest you give him a raise !!
2 years ago
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Henry Madison, MS
I was very pleased at the service I received when my air condition wasn't working properly. I called one day and the repairman came the next day. Very pleased 😀
2 years ago
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Tom Wise Richmond, TX
I had 2 issues lately that I felt were not up to satisfactory standards. 1) my dishwasher broke and it took 4 weeks to repair and 1 day after repairs were complete it started leaking and when I notified choice because the service company never responded nobody ever came or responded so I ended up purchasing a new washer on my own. 2) the second issue was the refrigerator. I reported it broke down and it took either 7 or 8 days for the service person to come take a look. In my opinion that is to long to go without a refrigerator.
2 years ago
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Debra Haislet Anaheim, CA
We bought a used mobile home and needed coverage.Choice was a reasonably good option for us. Until we made a claim. Our electricity began to falter and the way the serviceman wrote up our ticket, Choice refused to cover repairs!
2 years ago Edited November 3, 2023
Marie Stella Guevara Denver, CO
Very prompt response on the claim submitted. Technician was very professional and explains vividly the problem and the process for the claim. Highly recommended.
2 years ago
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jason loeffler Hillsborough, NJ
We have had multiple issues with the technicians that are sent out and are unexperienced or do not seem to care about the customer at all. For one claim for our washing machine we had an issue, the technician was very good but when they sent out the information to Choice Home Warranty to approve the claim Choice Home never replied and by the time we contacted them they said the 30 day claim status had closed and we had to pay another $65 for another person to come out to correct the issue. Communication is extremally bad and they find a loophole to get out of paying or fixing anything they can.
2 years ago
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George Wentt FL
The claims process was painless, and the amount of time that elapsed between submittal of the claim, and being contacted by a technician, took my breath away
2 years ago
Abid Quraishi Seabrook, TX
I had a pool heater claim that went on for over 30 days. Choice kept going back and forth with my technician requesting information. The technician kept telling them that the entire unit needed to be replaced and not just a part. Finally after multiple calls, emails, and information, Choice finally agreed to pay for only $1,500 of the repair. If I was told that over 30 days ago, I would have already had my unit replaced and would have paid the difference. The part they kept asking about was already over $1,500 so nothing would have been fully covered by Choice in the first place! Very aggravating.
2 years ago
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Rosie Levy
The technician understood our urgency of having the AC repaired in a home with a very old person. He adjusted his schedule and came out to the rescue.
Very thankful Rey!
2 years ago
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Lorraine Monaghan
Excellent service. Reported my problem, repairman came and replaced unit without any problems. First time using Choice would highly recommend them. So happy I found them.
2 years ago
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Pam Haysville, KS
If I could give less stars, I would. First of all when I purchased the home warranty on Feb 23, 2020, I was lead to believe all the items covered by the warranty were truly covered.....NOT SO! When I have a claim for a leaking water heater - claim denied - "see para D6 of your contract" - sure enough practically the entire water heater is excluded. So upon looking for other items that I could have a claim for - practically everything is EXCLUDED. What a waste of money. I will be reporting my dissatisfaction to the Better Business Bureau and any other entities I can.
Furthermore, when my claim case manager Jade D called - appointment at 9:30 call received at 9:41 (not a big deal).....but her phone cut out and we were disconnected. As a customer, my expectation would be that the company would attempt to call back - well evidently that was too much to expect. So I called the number I received the call from and went through the prompts and was given her "extension", only to have someone else answer it.... who informed me that Jade was probably on her next phone call and my call rolled to her......REALLY - you (Jade) just went on to the next customer without finishing with me??? Customer Service not a strong point, obviously.
2 years ago
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Marcia Booker
Timely, efficient easy process. Had my garage door fixed within 2 days of calling in a claim!!
Southwest doors rep Jose was courteous, professional and got the job done!
2 years ago
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Joseph Tarango Spring, TX
I had my A/C Unit go out on me so I contacted Choice Warranty to file a claim. They sent a Technician out which diagnosed the problem was a short in the thermostat wiring but didn't repair it because he said he had to resubmit a new claim. And he charged me the deductible fee. It was declined by Choice Warranty because they said the failure doesn't constitute normal wear and tear and/ or is excluded from coverage in accordance with the terms and conditions of my contract. Can you believe that! Then what am I paying for a warranty and three years in advance! Also I bought the top of line policy. After a week of getting no were with both service provider or Choice Warranty and my family living uncomfortable and measurable, I hired another Technician to come out, which came out the next day and found the same issue to be true but fixed the problem at a reasonable price. The unit is now working fine at my expense so I am requesting reimbursement from Choice Warranty for my expenses and anxiety. If anyone needs a great technician contact me! why pay high prices for nothing getting done. I do want to recognize one of the agents that works for Choice Warranty who tried everything in his power to help me and was very concerned for my well being. He's name Courthon E. that's all he would give me but he deserves my debt of gratitude. I would love to hear a response from Choice!
2 years ago
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Martha Cook Albuquerque, NM
Choice sent in Sears Repair to fix my refrigerator which failed 9-7. The technician ordered a control panel on a Saturday, 9-9, and made an appointment to come install the panel on the next Saturday 9-16. It came, but it was the wrong panel...shipped from Tempe, AZ, by U S Post Office which took 7 days instead of 3 days which it would have probably taken with United Parcel. So, technician reordered the proper control panel and made an appointment with me to come the next Friday 9-22 to install it. The panel came United Parcel on Thursday....a technician never showed up on Friday. I called Choice and they said they'd email the technician to call me. Technician didn't call me. I got a reschedule from Sears Repair the next morning for September 29, which is a week later! I have already been without a refrigerator for 15 days. I called Choice again and she said she'd contact Sears and call me....no call. I called Choice again and got no satisfaction. I rescheduled my appointment for September 26, online. This moron company, Sears Repair, had appointments available September 26, and made me an appointment on September 29 with a refrigerator down since the 7th of September. Choice is completely ineffectual: they could not care less. You will get a bad review from me on Neighborhood, to my friends, and anybody else I can get to listen to me. I am SO disappointed in your service; it is your job to keep the contractors you hire performing properly, but you don't seem to care if your customer is taken care of or not.
2 years ago
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Katherine Courts Youngsville, LA
Sean was AMAZING! Very professional, listened to and answered all of my questions! I love the fact he is my contact for all of my policy or claim needs’.
2 years ago
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Brat Crowley, LA
The salesman was rude and kept trying to upgrade me to a longer program over and over even though I told him,"No." I told him to just cancel it since he wasn't listening to my refusal and he laughed and said it was too late, he already ran it through. I told him I wanted a copy of the policy sent to me instead of downloading it. He said he would send it to me in the mail. I opened my email and he sent me a download instead. I have a feeling the salesman lied about the program to me and I will see when I have it downloaded. Don't trust this company. If their salespeople lie then the program is a lie.
2 years ago
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Vickie McClary Hagerstown, MD
I placed my dryer repair order on 9/13. Appointment not scheduled until 9/18 because "that's the only time they come to our area." Received notice 9/19 they will be back to repair on 9/26. Nearly 2 weeks is way to long to wait for a repair to be completed.
2 years ago
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Bill Wilson Georgetown, TX
Possibly the worst experience ever! I had a leaking water heater with a small amount of manufacturer's warranty remaining. Because of that warranty, they excluded all costs associated with the replacement - they wouldn't even pay for the pro-rated amount of the manufacturer's replacement. Not paying for the hoses/lines connected to the water heater, NOTHING. Please do NOT purchase this home warranty.
Their case manager didn't even understand their own contract and tried to tell me that an exclusion for air conditioner applied to my water heater. Not only incompetent, but rude by talking over me and not allowing me to finish trying to point out the error. I even provided a proper citation that he rejected.
2 years ago
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DJ Gonzales Goodyear, AZ
When I called to place an initial claim the rep basically accused me of fraud saying they have ways to see when my appliance went out and if it was before coverage I would be liable like I’m a liar. Then I call to get info on the claim and am told I need to wait and when asked for a manager they hung up, I called again and info was available that the other rep didn’t even look for . Now on replacement of my water heater the plumber has a “modification “ charge standard for any warranty claim forcing me to pay basic installation fees instead of the warranty. It’s a shit shoot where customers are screwed. I’m paying for the warranty the tech visit and probably a full discounted replacement when it should be covered entirely by the warranty
2 years ago
Danielle Phoenix, AZ
We are disappointed about the fact that we called on Thursday, September 14 to file a claim about our air conditioner being broken, we have 2 elder member in the family as well as a 2 year old child, the thermostat in the house is reading at 94* currently and even hotter during the midday heat. We finally received an email about our claim being accepted but were disappointed to see that it won’t be until the 27th of the month and I don’t know how we can make it through the 2 weeks until a technician comes with these members having to put up with the heat especially with the 2 year old at home all day! Really disappointed that the repair date is set that far ahead!
2 years ago
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ms Denny Denham Springs, LA
the amount of time trying to have the claim properly addressed and the poor communication between Choice and the Technician's company assigned.
Also, the changes made for the repair appointment dates due to that poor communication and lack of timely communication with me by both companies.
2 years ago
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Bat Peachy Midlothian, VA
Wow! You performed better than ever! Workman were at my home within the week and did a great job. Thanks all.. turned out it was a bad circuit breaker.
2 years ago
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Norma Anthony Glastonbury, CT
I joined Choice after checking out it's ratings. It was 2nd , That was in Aug.
Since then, I have had the need of repair of my fridge, when my bottom freezer was not freezing. The top of the fridge was working. It took a week before a serviceman showed up. He took the fridge apart, and said I needed a new compressor. Now I have a fridge with nothing working. He called Choice to get approval for the compressor.
I called the next morning stating that I now had No fridge working . No replies.
I have since read MANY reviews about compensating for placement of new appliances, where Choice is giving them nothing but problems with payments, etc
I now read your ratings, and in a months time, it is even being charged with fraud.
People are stating, like I am, that they have paid more money waiting for, or having their appliance repaired.
I lost all my freezer and upper fridge food. Don't know when or if I will get the compressor installed.
Sorry that I can't give a positive review, but I call it as it is.
2 years ago
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Scottie Lee Chicago, IL
This company is absolutely horrible. They can't seem to find technicians and ask me to find one myself. After I found a technician, I called to confirm that the technician could perform the diagnostics and perform the work. I had the lady (KIM) confirm several times. When I submitted the completed paperwork today, as expected, YOU are saying you are not going to reimburse me. Absolute worst company I have ever dealt with!!! I will be cancelling my (5) year policy with this garbage company and would never recommend them to anyone NOBODY there speaks English as well. I had American Home Shield Warranty for 10 Years and never had a single problem.
Scott Bowden
2 years ago
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Dana Wilson Philadelphia, PA
Because I have a plumbing issue that was denied stating that my policy only covers normal wear and tear. Well, the use of my toilet is for the purpose of what it's supposed to be used for and the technician recommended a replacement after his diagnosis and it was denied. Now I still have a non functional toilet that needs to be replaced and I pay into a home warranty plan to assist with those needs and repairs and they denied the recommendation of the technician that they sent out to assess the problem. So that's why I give 2 stars. Not good service at all.
2 years ago
Ethel Ambrose
The quick response time to eligible claims. As well as the professionalism of the service technicians that were contracted to perform the services needed!
2 years ago
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Ava Devault Climax, NC
He was prompt, called before he came so I could get there on time, and was efficient. I would use his company again, and would recommend him to my family and friends.
2 years ago
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Miranda Havelock, NC
Jessica was very polite on the phone. However, overall I am very disappointed in the service and assistance. Actually i had two good experiences early in my subscription. I have only received one callback in response to messages i have left. We now have two requests that are unfulfilled. Major issues getting a dishwasher repaired and setup. I have a refrigerator that has been waiting for the repair person to come.
2 years ago
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Edward Woodard Dallas, TX
The technician who came to fix the garage door was very knowledgeable, worked hard, completed his task in a timely manner, and was very easy to get along with.
2 years ago
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Dr. K A Westerville, OH
The repairmen do not have any clue what to do. Only one of the claims we filed was approved, paid, and actually fixed. They offered us $494 for the $3,600 ice maker that went bad. The plumber had no idea what parts to order and told us to order them. The first plumber didn't get anything approved and we had to pay $1,600 out of pocket for items that were covered. The electrician showed up and said he knew what was wrong and had to order parts. That was three weeks ago. The customer service representatives are only there to save the company money and not to see that their customers are well served under the terms of their contract.
2 years ago Edited January 10, 2024
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Janis Fusaro Henderson, NV
It took 5 days to get an appointment & then the plumbing company that Choice Home Warranty choose, told me they do NOT do reverse osmosis !
Choice Home Warranty used to be good, now you have to fight for each claim.
Do not use them
2 years ago
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Eralyn Los Angeles, CA
I called the 888 number to verify if my purchase went through since it led me to an error page. The person who took my call at 9:18AM PST (did not provide a name when he answered) did confirm my purchase, offered me the labor day savings to which I declined politely but his response was “ok, whatever you want”. Toward the end of the call, he said he will send a confirmation of my purchase, to this I thanked him and his reply was a curt “ok”. He did address my question but I felt like I was doing him the customer service and not the other way around. As a consumer, I am not expecting to be waited hand and foot but the common pleasantries would be nice to receive because the way the agent interacted during that phone call can affect perceptions of the company.
2 years ago
June Patterson
I liked that I only had to make one phone call to have my refrigerator repaired and I knew I would have a reliable technician to work on my appliance.
2 years ago
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Arie Bahbout San Mateo, CA
Just purchased Choice home warranty, Account executive was very friendly and explained the warranty coverage and advantages and benefits of signing up.
2 years ago
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Kaari Hobson Carpentersville, IL
Choice home warranty is literally the WORST decision we could have ever made when it came to the purchase of our home. They hire HORRIBLE contractors who jerry rigged our furnace and A/C system… literally damaged it in more ways than one. Literally bent and forced the wrong parts, leaving this loud awful noise, did not reconnect the A/C when I called to have that fixed I had to pay another $65 for someone to reattach it, then they didn’t assemble the hose correctly leaving a huge leak… leaving water damage to my property and the system also got exposed to water. Choice constantly denied claims from people who were trying to do right. When they FINALLY had someone decent contractor come he put in a claim saying what needed fixing literally stating the original contractor used the wrong part and the damage it caused and it was denied because it wasnt damage from normal wear and tear…. But it was damage from a contractor they hired … so now I have to pay $8000-$12000 for a new furnace system. Choice is the WORST! NEVER use them, they are con artists and scammers. Their company is a joke.
3 years ago
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Karen Marquez San Diego, CA
They say they are 24/7 to which is not true. We put a claim in on a Tuesday at 4:30 pacific time and heard nothing until my husband called them on Wednesday around 9 pacific time. Are AC went out a Tuesday and they found a vendor on Wednesday to which they could not come out til Thursday. Which are did get fixed that afternoon. After researching reviews on the customer service end I am not sure it is truly worth it. I believe that certain things should be put on rush. I also wish you could talk to a human 24/7
3 years ago
Iliya Zamek Palo Alto, CA
I created an account on CHW 07/17.
In August the toilet in our house started to leak and I also found a crack in the pipe under the sink. I made a claime 08/18 to repair leaking toilet and leaking pipe in kitchen.
The technitian appointment was setup on 08/25, than it was moved to 08/29, but it was delayed and I needed to move it to the next day 08/30.
The technitians came 8/30 and just did an inspection without repairing. I paid $75 to them. After a day I got an email from CHW that my claim denied!
Somebody in CHW decided that the failure does not constitute normal wear and tear and/or is excluded from coverage!
I got email from case manager 09/05, - 18 days have passed from the filing the claime!
So, the weared out toilet gusket does not constitute normal wear and tear? !!!
The crack in the pipe is not normal wear and tear? !!!
I have used First American for many years and have not never got sach ridiculous case. I am still using FA in my another property.
I filed an appeal.
Such your service does not deserve even one star.
Please, reconsider your decision.
Thank you.
ILIYA ZAMEK
3 years ago Edited September 6, 2023
ahillerman1 McKinney, TX
The technician that fixed the leak was great, and did the job effectively and efficiently . However during the repair the technician had to cut a hole in the drywall in order to get to a pie. Unfortunately, Choice home warranty makes you sum in another claim to complete the repair from the first claim. I was truly disappointed with this policy.
3 years ago
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Shiraz Jivani Oakland, CA
The response time to too slow, we had a problem with washer in june 2023, and it got fixed today, which is August 30th 2023, very slow, we are still waiting for the AC repair person who came and looked at the AC and said that THEY CAN NOT COME BACK UNTIL AND UNLESS CHOICE HOME WARRANTY APPROVE THE REPAIR, I have no idea why it takes them this long to approve a repair, by the time they will approve it the summer will be over and we will be entering fall or may by winter. STILL WAITING FOR THEM TO COME BACK, THE COMPANY WHO CAME TO LOOK AT THE AC UNIT, THYE SAID WE SHOULD NOT HAVE SIGNED WITH CHOICE HOME WARRANTY, THERE ARE BETTER COMPANIES IN THE MARKET TO GET HOME WARRANTY. So next year we will think twice before renewing our policy with CHOICE HOME WARRANTY
3 years ago
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Michael Steward Oklahoma City, OK
Called CHW on a Friday at 1pm for AC issue, did not get technician to our home until Monday after 6pm. They said my contract states they have 48 hours to get tech assigned, and that was frustrating when your AC is acting up….but it became way worse. Technician CHW sent to our home recommended three repairs because our AC unit is not cooling properly when temps get over 100*. He said the unit is about to go out. However CHW refused repairs because the system is not COMPLETELY FAILED and it was working okay at the time. Was told by customer service that it had to be completely failed for them to approve.
3 years ago
Joanne Marano Staten Island, NY
Choice Home Warranty is a company that does not help people with their issues. I’ve had several bad experiences with Choice Home Warranty and I’m very disappointed in your services. Today, on August 29th, 2023, I had a bad and upsetting experience with a case manager , Jean M who works for the case managers’ department at the company, Choice Home Warranty. Mr. M refused to resolve my issue and told me that I should get my own electrician to do another inspection for the electrical work. I told the case manager, Jean T that it was unfair that the electrician who was recommended by Choice Home Warranty wrote a diagnosis for a claim regarding electrical system, without inspecting the ceiling wires that attach to my ceiling fan because the electrician did not have a ladder to inspect the ceiling wires. Furthermore, the wires for the ceiling fan that is located in the living room of the first floor apartment was a separate claim number under ceiling fans and they placed those wires under the claim for electrical system. The electrician who came recommended by the company, Choice Home Warrant, he wrote a diagnosis without inspecting the ceiling wires for my ceiling fan in the living room of the first floor apartment. When I tried to resolve it with the case manager, Mr. Jean M, he insisted that I get my own electrician and pay him out of pocket. I also asked the case manager, Jean M that I wanted to speak with a general manager for the case managers’ department for the company, Choice Home Warranty. Jean M told me that I could not speak to a general manager for the case managers because there is no general manager above us, the case managers at Choice Home Warranty. This is unfair for the consumer that the electrician who came recommended by the company, Choice Home Warranty, he wrote a diagnosis for the authorization department at Choice Home, Warranty, without checking the ceiling wires for the ceiling fan and when I requested another electrician to reinspect the wires the case manager, Jean M refused to accommodate me and to resolve the problem. Jean M refused to have another electrician come and inspect the wires. This kind of service to the consumer, is a disgrace to the company, Choice Home Warrant!!!! The consumers who are paying monthly for services to Choice Home Warrant are not receiving the proper services. When I told the case manager, Jean M that I was going to report this to the Better Business Bureau, the department of Consumers Affair and I will expose this kind of bad service to the public, Jean M agreed with me that I should complain to the Better Business Bureau and the department of Consumers’ Affairs, and I was going to expose this bad service from Choice Home Warranty to the public. Shame on the company, Choice, Home Warranty!!!!!
3 years ago
Miss April Frank (Mochababy) Lubbock, TX
UPDATE: AS I THOUGHT! AFTER THE FIRST PAYMENT AND FIRST CLAIM? THEY BACKED OUT OF PAYMENT. SAYING THE "KNOWN OR UNKNOWN" ISSUES ARE NOT COVERED. I RECORDED CASE MANAGER IN THEIR APPEALS OFFICE. I ALSO SAVED AN EMAIL FROM MR. Jim M WHERE IT IS QUOTED IN HIS EMAIL SAYING:
"Dear APRIL,
As we head into the new season and the holidays fast approaching, I wanted to reach out and thank you for being such an important part of the CHW community.
We want you to know that our home warranty team has your back. When unexpected breakdowns get in the way of your fall plans, our team is only a call away to help get your systems back up and running.
All of us at Choice Home Warranty are passionate about providing homeowners like you with comprehensive, flexible, and value-priced home warranty plans that will help you protect what matters most while preparing for the unexpected."
PLEASE DO NOT CHOOSE THIS COMPANY! I WILL ALSO BE FILING A COMPLAINT WITH BBB AND THE TEXAS ATTORNEY GENERAL. NOR WILL I BE PAYING FOR ANYTHING ELSE. CANCELING MY PLAIN TODAY!
OLD REVIEW: SO FAR SO GOOD FAR AS PRICE..I WILL SEE HOW THE SERVICE GOES WHEN I NEED IT. AHC DID ME WRONG AFTER PAYING FOR YEARS. I AM HOPING YOU GUYS ARE BETTER!
3 years ago Edited October 17, 2023
Williamnancy Orangevale, CA
Called in for warranty and they contacted the service technician who responded
early the next day. The tech got approval that same morning and installed the item that same afternoon.
3 years ago
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Rob Harris Eugene, OR
When I signed up, I was assured there would be plumbers and electricians available to service our semi-rural area.
We've got a plumbing issue and NO plumbers can be assigned. We can find no local plumber willing to work with Choice Home Warranty.
On the positive side, the appliance repair/replacement process worked as advertised.
3 years ago
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Jacob Perry Simpsonville, SC
Quick to get most warranty claims assigned to a company, which is good. However, most reputable companies won’t work with warranty companies because of issues between the servicing company and the warranty company (typically payment issues from warranty company to servicing company). In my experience, the servicing companies that work with the warranty companies do so out of need for business. Quantity over quality. The servicing company is going to get paid the deductible whether the service is covered by the warranty company or not. Choice Home Warranty will take whatever avenue they can to not cover a claim, even after a servicing company has said that warranty work needs to be done and have been paid the deductible. Choice Home Warranty will not take into account any input on the problem that the home owner has to give, which leaves out most of the diagnostics. I was stuck with the full cost of replacing my pool pump after a normal wear and tear failure, even after the pool technician wrote up that the pool pump components needed to be replaced due to normal wear and tear. I was also stuck with the deductible paid to the pool pump company. By the time you pay for the cost of these warranties and go through the hassle of trying to get work covered by the warranty, you could just pay to have your items fixed or replaced. HIGHLY NOT RECOMMENDED!!!
3 years ago
Blanca Mtz
Made a claim for my a/c and the same day an appointment was made with a technician. I am waiting at this time for the technician which will be coming tomorrow Thursday.
3 years ago Edited January 10, 2024
