Choice Home Warranty Reviews

I've only used CHW once since I purchased the plan. So far so, so good. The selector knob on my washing machine broke. They technician came and fixed it withing 15 minutes with a brand new knob. I paid the 65 fee via Zelle.

Great customer service, time waiting for a contractor isn't very long and if a contractor doesn't respond in a timely manner, i can get my own and be reimbursed.

The services sound fantastic, but when you need them, as I have only twice in my 4+ year term, good luck to you. The first, I waited over 24 hours after both calling in and submitting claims via their website and never heard, so I made the plumbing repair myself. I never did hear a thing. Second, my clothes washing machine transmission went out. Someone came by about 26 hours after the report to diagnose, but then after jerking me around, the repair was not completed until more than three weeks later - until I also did that repair myself. When calling in to talk to Choice, they simply told me the job was assigned and I had to talk to THEIR contractor about any issues, whom obviously didn't care. Then, after talking tot hem about my issues and demanding my auto-renewal be cancelled, I was told I have to call in within two weeks of renewal, on my own accord and recollection, and terminate the renewal then. They absolutely would not do it before. Please, do yourself a favor. AVOID THIS COMPANY LIKE THE PLAGUE THEY ARE!

Very poor response time and very poor service. My first claim was for an air conditioning system. The repair company had 360 reviews with a one star average. I finally got so frustrated with the delay, I ended up calling another a/c company and paying for the repair out of pocket. The second company showed up in less than three hours and took care of the problem. Should have been covered by Choice. Next claim, drain stoppage. Plumber shows up and need to remove the toilet to diagnose the problem. He called Choice and the claim was denied. How can you deny something that has not been diagnosed? I filed an appeal on July 11 and have a call scheduled for July 26? Seriously????

I would give them no star, but then they will not accept my review! They are terrible to work with! Rejected my claim for A/C repair, told me that the A/C company told them the issue was caused by a power surge. The A/C company said they would not agree to CHW request to say the cause was a power surge because the second A/C was fine, as well as the remainder of the house had no issue's from a power surge. CHW lied to me and rejected the claim, refused to try and resolve. CHW is a worthless company if you need home repair. They go out of their way to find an excuse not to pay. Anyone looking for a home warranty would be better off putting the money aside each month to save up for any repairs needed in the future vs. giving the money to CHW and fight to get something taken care of. The first claim I had it took them 10 days to even get someone to come out and investigate the problem. The second claim was denied! I will not be bothering to file any additional claims with CHW. By doing so my blood pressure will remain at a normal level.

They aggressively deny claims for flimsy and implausible reasons, and by their own agent's admission they look for any excuse to deny a claim, even if it's completely irrelevant. They denied a claim for a leaking pipe because, contrary to the info submitted by the plumber, they determined that the pipe was frozen. Never mind that the pipe was a drain pipe in an interior wall, and that the pictures of a "frozen" pipe were taken in July! They even claimed they could declare it frozen and exclude it as non-coverable despite the there never being ice. Finally, they claimed that the presence of soap scum on the outside of the pipe, deposited by the leak, is grounds for denial because scum build up on the exterior isn't normal wear and tear. Of course, it's not wear and tear at all, because it's not the cause of the leak, it's a consequence of the leak. Do not do business with these people. They do not act in good faith, they will try to violate the contract, and they are a scam!

I am writing out of pure disbelief at how they treat customers. Here is my story/complaint. I purchased a home warranty in July of 2022. On July 5th, 2023 I made our first claim with our AC unit not cooling. I get your normal automated emails thanking me for allowing them to help, as well as a request for a review. This is why they get so many good reviews; due to the promptness of the auto email, before they deny the claim. (good marketing on their part). On Thursday July 6th about midday, I call to see what is happening with the claim. I was informed that they were trying to locate a provider to help me out and to be patient. Around 7 that evening I get an email letting me know that they were not able to get a provider and that they would keep trying or I can hire my own and pay them and CHW would reimburse me after the work is completed. On Friday July 7th I scrambled because its 100+ outside and really getting hot in my home. I get a company to come out and look at the unit, they let me know the compressor failed. The HVAC tech told me that after 25 years in service they wear out. A google search tells me that the average life span on a compressor is 12 to 15 years, so that made sense, we got 10 years over the average. The HVAC company followed the instructions given by CHW, with pictures, quotes and all the information and it is submitted. On July 10th I receive an email that the claim has been denied due to the “coils being impacted”. I wonder, impacted with what? I was informed in the email that I could appeal this decision and work with a case manager to resolve the issues. I scheduled the earliest call I could on July 12th at 9:45. The HVAC Company owner and I were waiting for the call that morning. When CHW called she informed us that the decision was going to stand as a denial. The HVAC owner explained to her that there is no “impaction” rather that some fins around the coil were bent; as he was explaining things, she cuts him off and informs us the call is with me as the homeowner and her and not the HVAC company. She then put us on hold for a while to get someone to coach her through the call (I am assuming that). She then restated the denial due to impaction which caused the unit to overheat and fail. I explained to her that the AC unit is protected on 2 sides with the house and a block wall and there are 3 other sides to the unit could we take more pictures? (I do not deny that there are bent fins, what AC unit doesn’t have bent fins? 25 years of tech working on the unit and you will get bent fins.) She was also told that even if a few fins are bent that air and water are able to get through to help cool the coils, and nothing is impacted. I asked if we could take a video at night with a light inside the unit to show how much light gets through, helping her to see how much air would get through as well. I also asked that if the impaction was such a big deal in causing the failure, how come the compressor lasted 10 year beyond the average. She let us know that age does not make a compressor fail and that the issue, again was due to the impaction causing the compressor to overheat and fail and not the age of the unit; that age does not make a compressor fail. I don’t know how she deduced the compressor overheated, her assumption? She was holding the company line with the denial. I told her of my frustration and how this whole issue was unacceptable. She didn’t care and offered me $200 to compensate me. I kept pleading my case; it went on deaf ears and at the end of the 15 min call we were informed the call was done, did I want the $200? I again told her no, and kept pleading, my home hits 99 degrees. I told her she would have to hang up on me because I was not letting go of this. She then hung up. About an hour later I get a call from another case manager letting me know that he heard about the call. I asked him if he was able to help out and do the right thing and follow through with what was sold. He said no. I told him that I had already placed a call with an attorney and called the state. Neither one has returned my call yet. He said he did not want that to happen but that CHW would not reimburse. So, we ended the call. So, here we have an elderly couple, living in St George Utah, temperature that day hit 105, we are under an excessive heat warning, and the warranty company refuses to follow through with the agreement we made a year ago to repair or replace to working order. I wonder if this is how they treat customer who have a more expensive item to repair or just AC units in general? Or just older people? Please look at your AC unit and tell me if you see any bent fins and wonder how did that happen? According to CHW, you caused it and they will not cover any repair. Stay away from them, the reason they have so many good reviews is because of the quick automated email when the claim is submitted. Many will quickly give them a good review before they actually work with the company on the claim.

I liked the speed at which our 1st repair request was handled. The Repair person sent was knowledgeable and went the extra mile to help us understand what our problem with water filter we had purchased was faulty.

Our service representative went over detail so that we could understand the plan. He worked to get us the best one possible and answered all our questions.

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.

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.

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.

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.

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

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

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.

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.

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.