Choice Home Warranty Reviews
9.3
Overall Score
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cindy-jim ward Palmetto, FL
we make payments on time always. we are without hot water for quite sometime now. now we have to have special talk with agent. three old people live in this house (90-80-70) would really like to take a shower. don't know how much longer we have to wait to take a shower. hope we can settle this soon.
4 years ago Edited January 10, 2024
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
Sep. 15th, 2020
Joseph Contorno Longboat Key, FL
I don't have any experience with using the service. Only sales. I find it very annoying that multiple people call trying to close the deal. That is just bad business. The rep I finally did talk to was very nice and pleasant Dondre W. I would suggest you get smarter about how to close the deal.
4 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the sales experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Director of Sales who will review this matter and handle accordingly.
Sep. 10th, 2020
juan rodriguez Pottstown, PA
set up a claim on the website about a insinkerator the was makin lots of noise and shutting off got a response there was no technician available so I should get my own then get an estimate and get their approval the point of getting this companies is so we don't have to go through of getting estimates and getting approvals, so I waited three weeks later they send a technician and said we needed a new insinkerator he came back the next day with a contractor model to replace our $300.00 super quiet model so when i call choice home warranty the very rude person said they only replace items with the basic model, that's not what I was told when we started they said they will replace it with something similar. This companies are all the same I went through the same thing with American Home Shield I guess is better to save that money instead of giving it to them.
4 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home.
Choice Home Warranty encourage all of our customers to review their coverage.
Choice Home Warranty encourage all of our customers to review their coverage.
Sep. 10th, 2020
Toni Blount Palm Coast, FL
It took over a week to get a response from them after contacting them 3 times. Service technician showed up 4 days after I called them. Lost over 300.00 in food. I paid for a 5 yr contract with them but that may have been a mistake.
4 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons.
We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations.
We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations.
Sep. 10th, 2020
Bob Clark Naples, FL
In the years that we have been customers of Choice Home Warranty, our experience with the representatives on the telephone has not been particularly pleasant.
The Choice Home Warranty does not cover many of the items that seem to go wrong with our various appliances and home systems.
4 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.
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.
We encourage all of our customers to review their coverage.
Sep. 10th, 2020
Richard Wineland Dayton, TX
It takes 24 hours to get a response from a representative and another 24 to get in touch with the technician.
They worked on my Air conditioner and it took them 16 day to get it fixed in Texas in a heat wave, Because they would not let the technician get the parts locally they shipped them to him.
Now I am trying to get my septic system fixed it has been 5 days with no response from the company. I have to use my neighbors bathroom, but I am in the country so they are not close.
And you tell us if we have the work done and then fight with you will not pay because it is fixed.
They say on their website that they are 24/7, they are not they are not open on the weekends and if you call after hours they will tell you some one will contact you with in 24hr, I have been waiting for 5 days.
They answer the phone 24/7 but do nothing until business hours M-F Eastern time. And If they do call you it is always late afternoon, and they tell you they will look into it and get back to you with in 24hours.
4 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations.
In a recent review of your claim, our records show that we have provided you with a satisfactory resolution, in which we are glad to report that you have accepted.
In a recent review of your claim, our records show that we have provided you with a satisfactory resolution, in which we are glad to report that you have accepted.
Sep. 10th, 2020
Diana Mora Bloomfield, NJ
Thank you! The young man that came to fix our toilet came on a holiday no less!! was thorough, thoughtful, made sure the area remained clean- just do professional.
4 years ago
Roger Daniel Las Vegas, NV
I think that I am being ripped off by Choice and the plumbing company. My water heater failed and I thought no problem as I have a home warranty plan. which turned out to be a joke. what I am being charged is not a fair price if I had not just got out of having surgery I would of replaced the hot water unit my self for less than I am being ripped of for. now that is not a good home warranty plan. I am very disappointed and I will not renew the plan when it is up. They said because that there was 8 months left on the tank warranty thru Home Depot that they had to use that. well let me tell you how there warranty works they credit you for the remaining time of warranty = 8 months but they charge a few of $200 to process this. GOT IT so why do I have to go thru them to get ripped off further??? just set it on the curb for trash. I think that as I have been a loyal customer for several years you need to rethink this service call. Roger Daniel senor citizen and a Veteran.
4 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations. In a recent review of the claim , i show that the water heater is under warranty and Choice Home Warranty will be authorizing the technicin for the labor install.
Sep. 10th, 2020
Gail Wisniewski Tomball, TX
So far so good, repairman was great, found problem right away, was not repaired, part had to be ordered, part arrives 10-14 days, Ugh , can not wash until part arrives and installed.
4 years ago
Ashbindu Singh Fairfax, VA
Excellent customer care and prompt service. My garage door open was replaced within 24 hours of call and Ac repaired in less than 24 hours. Highly recommened.
4 years ago
Jamie41129 Dayton, OH
Christian, the resolution manager, worked hard to meet my needs and changed my price back to what I was originally paying. Thank you for making it easy.
4 years ago
SFRivera Oconomowoc, WI
I signed up with Choice as we were purchasing a home. The sales guy Harry was great. Kept in contact, upgraded my service, sold me to sign up for 3 years. Harry reached out to his manager and changed my wait period to 15 days rather than 30. They are wonderful until they have your money.
On 8/24, 19 days after I paid well over 2,000$ and 4 days after my wait period was over I discovered my oven that had worked just fine the previous day was no longer heating on the bottom. I submitted a claim with Choice home warranty. I was sure they would have me up and running in a few days. Not long after I clicked submit I received an email stating my claim was denied and that I could dispute if I felt this was wrong. I disputed the claim and was told there would be a decision within a few days and that I was assigned a case manager, Azfar A. Azfar was quick to contact me to tell me that my claim was truly denied because it was within 30 days of signing my contract. I let him know that I had made special arrangements with my sales person Harry and that I only had to wait 15. He insinuated that I was lying. Stated that they do not offer a shorter wait time, ever. After much go around, I finally convinced him to agree to have the call logs pulled and reviewed. 3 days later, on 8/27 my call was returned to inform me, that yes Harry made that promise and that they will fulfill it but, "Harry has been dealt with". My claim went into processing and they began looking for a service provider. It is now 9/4 and they tell me that they are still looking for a provider. I have the option to find my own, however no one in my area will work with them. 3 of the companies I contacted stated they will not do business with Choice specifically, but would consider if it was different company as they have been burned by them in the past. Over the past 10 days I have called and emailed Azfar multiple times with no response. When I call the 800 number and ask for this to be escalated they tell me there is no one higher than my case manager and put in a request for him to call me. He still has not.
Severely disappointed not only in the failure to uphold repair but also in their level of customer service. I hope to have some sort of resolution so I can retract this review.
Thank you.
S. Rivera
4 years ago
Jason Meadville, PA
I am only giving Choice Home Warranty ONE star because I cannot give them ZERO. They deny every single claim for one stupid reason or another. Over the course of two years (we had zero claims in the first year), but in year two, I needed their help three times. 1.) (December 2019) Ohio gets cold in the winter, and when the heating element in the furnace needed replaced, they scheduled a company three hours away from us for seven days in the future. When I had it fixed myself (it was winter) by a local company, the reimbursement was so small it was insulting. 2.) (April 2020) Our bar refrigerator was freezing everything and it needed service. Well, since it was not in the kitchen, that was denied. 3.)(July 2020) A plastic piece inside the pool filter broke. After asking me to find someone to fix it, the claim was....you guessed it DENIED because the casing is not covered even though the piece in question is not part of the casing. That was it, I've cancelled my contract with them and will never be back (they pro-rated it AND also took a $50 cancellation fee). Look, in my opinion just save your money, or just deduct it from your bank account and burn it it the fireplace. This company is a scam!
4 years ago
Reply from Choice Home Warranty
We regret to hear that you did not feel secure with our company. Choice Home Warranty can assure you that you had our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home.
Choice Home Warranty encourage all of our customers to review their coverage.
Choice Home Warranty encourage all of our customers to review their coverage.
Sep. 8th, 2020
Roger Dozler Mayflower, AR
CHW is probably the worst company I have ever dealt with. I filed a claim July 14th 2020 for my a/c not cooling properly. I gt a message from them stating they cannot find a tech to come out to check it but if I could get one on my own I could. I declined that option and decided to see what they could come up with since this company was new to me. About 2 days later I get a message that a tech will come out on the 18th. I'm like great we'll great this fixed. The tech showed up didn't even hook the guages up and told me that it wasn't low on freon. I said well its not cooling properly maybe there is a leak up stairs in the attic. He walked up and right back down. Says nope no leak its probably just so hot its having a hard time keeping up. I knew this was wrong but I paid the man anyway. I called CHW and they told me to get a tech of my own so I did. My tech comes out hooks the guages up and said it is low 4.5 pounds of freon. My tech said this has a leak somewhere to be that low do you want me to look for it? Sure I said so he did. He went to the attic and checked the evaporator coil for leaks and found one with his infared sensor. I called CHW and told them what he has found. They sent me a message that a claim manager will be in touch with me. I never got to talk to a case manager until the 29th July 2020. I have had 3 different case managers since this whole thing started. The second case manager that was given to me I never could get a hold of. I called about everyday and got nothing but a machine. Then I call one day and a recording comes on and tells me that extension is not operable anymore. I call again to speak to someone about this. I was hung up on due to I kept asking who and when could I actually speak to someone. They said they are escalating this claim and I should receive a call tomorrow. I never got the call. 8/13/2020 I get a message that I have a new case manager. My 3rd at this point. He tells me that they more information to go by. My tech sent pictures and all the information needed. They denied it shortly after like within a couple days. They said they denied it because the evaporator coil is dirty and and had spider webs all over it. They automatically decline when it is dirty is what Daniel Siboni told me. My tech never sent him a picture of the evaporator coil so he couldn't even come to that conclusion on that basis. Daniel S was and is my case manager at this point and he has hung up on me a couple of times too. I have been hung up on 3 times since this has started. My tech told DS in his observation that the coil had a hole in it and he checked for a replacement and the the coil is obsolete so we would have to replace the air handler. DS told me they don't pay for air handlers that is why it was declined. I could go on and on and on but I think you get the picture on what I've been dealing with. I don't think DS honestly knows the difference between the condenser coil and the evaporator coil and that may have been the problem to begin with. Idk... This is a battle still in progress I just want what I've been paying for each month without them trying to use a loophole to try to et out of it. $1500 is the cap fee and would probably cover the cost for that replacement. I would never ever suggest this company to anyone. Not worth the headache at all.
4 years ago
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with the determination of your claim. 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. We encourage all of our customers to review their coverage at the Choice Home Warranty website, under user agreement.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement. We encourage all of our customers to review their coverage at the Choice Home Warranty website, under user agreement.
Sep. 8th, 2020
Deb Taylor ,
I would not even give a One Star!
They are awful! I am
A Realtor, have purchased for many clients, myself, my mother. I bought 3 year warranty for my mom after my dad passed. Her air went out, never fixed it- made excuses , she paid someone else out of pocket.
My dishwasher went out , to this day they still have not paid for my ice maker, dishwasher, refrigerator.
They sent an idiot Handy Man Dad our here, he broke my fridge ! He broke the fan motor. I was without a fridge for 3 months! Check was in mail! Ya still waiting!! My light fixture went out , my switch went out - it’s not covered - still waiting on my bathroom fixture. Three years of non- sense!
They refused to pay back my 3 year I paid for my mom and myself. I have clients as well that has Choice turning their claims down.
Just pathetic!
Deborah Short Taylor-Realtor
4 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home.
Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on the Choice Home Warranty website, under user agreement.
Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on the Choice Home Warranty website, under user agreement.
Sep. 8th, 2020
Ronald Froehlich Birmingham, AL
Have not had enough experience to date hopefully we don’t have to call you again
The service provided was on time and knew his job specific to our leaking shower
4 years ago Edited January 10, 2024
Jacquelyn Bell ,
I have had Choice for 3 years. When I purchased the Warranty, I asked if they needed to check out all the items that they cover....Of course they don't do that, since as I have learned, they disavow most claims. After a month of coverage, my A/C wasn't working. They claim that because the condenser went out, it would be considered a pre-existing matter. I used the company that they sent out to do the replacement (only to find that. they never sent me the warranty, and I can't get them to answer the phone); and, now find them to be a more than a substandard company. Choice was also sent out to repair my oven/microwave. They attempted to fix it 4 times, only to determine that it needed to be replaced. They sent me $500.00 towards the purchase (same unit..due to wall space & brand) of a new one, costing $1900.00. Again, they were very nice in quoting the page and paragraph, which disavowed them of the replacement. Yesterday they came out because the A/C wasn't working again...The drain was clogged and a float switch modification failed...They have determined in Section F #11, that they are not responsible for repairs related to any modification to the system or appliance.... I must say, that I don't understand; however, I understand the end result. I paid for the repair..again!
I would be so far ahead of the game; if, I had taken the cost of the contract...put it in a NON-INTEREST account, and just pulled from that, ,for my repairs, and replacements.
Please do not use Choice Warranty!
4 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home.
Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on the Choice Home Warranty website under, user agreement.
Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on the Choice Home Warranty website under, user agreement.
Sep. 8th, 2020
KURT STRATTON Frisco, TX
My side-by-side stainless steel KitchenAid refrigerator had a power surge during a storm and blew out the compressor. The technician identified the problem accurately but Choice said it was a single door refrigerator and only allowed a value of $499. It will cost more than $2000 to replace. Not exactly equitable.
4 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Customer Relations Director who will review this matter and handle accordingly.
Sep. 8th, 2020
Todd Dorsey Zionsville, IN
Is zero stars an option? It should be with CHW - they are hands down the worst organization I have ever dealt with. They love to thank you for being a "loyal" customer (via automated email of course) but when it comes to actually doing something for their loyal customer - well, that's when you never hear from them. No one returns call, no one returns emails, etc. And that's even the case for the "dedicated" case manager that has been assigned to your claim. I'm now entering my 4th week with no AC - I've gone through two technicians, had one claim denied, had one claim "approved" but yet I still wait - wait for them to figure out what they are doing, what they are covering, and apparently figuring out how to use a phone or email. DO NOT give them any money, DO NOT sign up with them. You will just be wasting your time and flushing your money down the toilet (which likely if broken - they would not cover the repair.
4 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
Sep. 8th, 2020
Ken Hines Tampa, FL
My experience has been the worst ever. CHW initially agreed to replace my AC system. They agreed to pay $3000. 00 and I would pay the remaining $3700.00. I had asked for an invoice for my cost, which of course I had never received.
Then later, within a two week period, CHW stated that they had a $1500 CAP on AC units. I asked if I used another company of my choice. Would I be reimbursed? CHW said yes, just email the invoice. After having a new AC unit installed, I emailed the invoice. Of course, it was denied and CHW stated that I did not get prior approval,
I paid $6082 for the unit out of pocket. I’m sure that the AG, FTC, the news media, etc, will enjoy knowing that that I’m an injured war veteran and frontline worker in the fight against COVID-19. However, it’s not just about me, it’s about all of the people who have been and are being intentionally defrauded by CHW.
4 years ago Edited September 14, 2021
Reply from Choice Home Warranty
We regret to hear that you did not feel secure with our company. Choice Home Warranty can assure you that you had our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home.
We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
We regret losing you as a customer.
We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
We regret losing you as a customer.
Sep. 8th, 2020
Scott Freeman Richardson, TX
If I could grade them any less I would. We have used them for over a year with no claims until recently. Our AC started blowing hot air last week so we contacted them to initiate a claim. They sent out Cortinas and Sons to check out our system. It was determined that the compressor was bad and was leaking freon. Choice denied the claim stating that the compressor was overheating and shorting out as well as throwing the circuit breaker to the unit. The breaker was never thrown nor did it ever need to be reset. We shut the system off to prevent the circulation of extremely hot air that was blowing throughout the house. We had another AC company (We found them and contacted them ourselves.) come out to check out the unit and his findings were that the compressor was indeed bad but it was not and did not ever overheat or trip the breaker. The report that the service technician left did not match the information provided to the warranty company. We disputed the refusal to cover the AC and were supposed to be contacted within 24 hours of the dispute. Amber V was the case manager assigned to us. Other than an introduction email sent by Amber no additional contact has been made. Various attempts to contact them by both phone and email have been in our opinion ignored. I would not recommend this company to anyone and we will no longer be using them either. Their customer service is horrific to say the least.
4 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Customer Relations Director.
In a recent review of your claim, i show that you have been in contact with your case manager to discuss your claim.
We regret losing you as a customer.
In a recent review of your claim, i show that you have been in contact with your case manager to discuss your claim.
We regret losing you as a customer.
Sep. 8th, 2020
Ashish Dasgupta Missouri City, TX
The sales person was very good, he gave me a lot of options, I only hope that your company stands with what he said; that my service charge would be $ 60. When your contractor comes you will replace the non working part; and if it does not start working or you cannot repair it, you will replace it; and there will be no additional charge.
4 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the sales experience, therefore, we appreciate your feedback. We have shared your positive feedback to the Director of Sales.
Sep. 8th, 2020
Shaz Akhtar ,
24/7 service and always got a quick response. All the issues resolved within a reasonable time manner. Reliable and excellent customer service company!
4 years ago
Barbara Boren Jacksonville, TX
This company is a total SCAM. The contract is written in such a way that they will never have to pay out for anything. Example: They will not pay to repair or replace anything because of a leak. This includes but not limited to air conditioner, refrigerator, freezer, washing machine, etc. (any kind of leak) They will not pay for any stoppage of any plumbing if a shovel must be used. Do not pay for anything concerning bath tub, shower, commode or sink. Anything that they consider old. Anything that has any rust or corrosion. Even smallest amount. If all else fails for them to back out, they can claim that unit was not in proper working order at time of contract or it was not maintained properly. At that point it becomes impossible to prove otherwise. This company and all others in the same business should not be allow to exist because they are a total RIP OFF! They do not lie, they just don't tell the client the complete truth prior to signing contract. I had to pry the information from them to locate a copy of contract and was only told where to find it on internet after I requested them to mail me a written copy. Avoid this company and all like it at all cost. You have been warned!
4 years ago
Reply from Choice Home Warranty
We regret to hear that you did not feel secure with our company. Choice Home Warranty can assure you that you had our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home.
Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on the Choice Home Warranty website, under user agreement.
Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on the Choice Home Warranty website, under user agreement.
Aug. 31st, 2020
Debbie Tinsley Houston, TX
Choice Home Warranty has always got a technician out the next day after I called them. Even during this year during the pandemic. I truly am pleased with the care that I get from Choice Home Warranty. Thank you!
4 years ago
Sharon Chanez Rio Rancho, NM
Choice denied my claim for replacing my water heater due to leaking. Choice claimed it was preexisting even though more than 30 days had passed since I purchased my warranty. I never had issues with a leaking water heater till now. It takes 30 min to get a hold of a representative and when you escalate your denial claim, the claims manager will email you and give there direct number but if you call them directly you can't get a hold of them and don't get a call back. Choice is not all what they claim to be. I would caution whomever chooses to purchase a home warranty with Choice. Dont be fooled like I was.
4 years ago Edited September 14, 2021
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with the determination of your claim. 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. 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. We encourage all of our customers to review their coverage.
Aug. 31st, 2020
Sarah Siegel North Little Rock, AR
We were impressed that the technician came quickly and by his expertise but not impressed by the cost quoted and the relatively small amount that Choice Home Warranty offered to reimburse us. Also, we keep getting auto responses rather than human responses to our email. Choice wrote us that we had the service completed but we hadn't. We had only an initial meeting with the electrician, which cost us $65. We wrote back to correct you and received a repeated reply that we had the service completed.
4 years ago
Reply from Choice Home Warranty
We regret to hear your frustration. We would like the opportunity to provide you with a satisfactory resolution for you. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns.
Aug. 31st, 2020
Christa Dean Wilmington, NC
Allison R Choice Home Warranty is the worst.
I bought my house in January 2020 and explained to the salesperson that the only reason I was buying the warranty was for my HVAC unit. I was completely transparent that the unit was 12 years old but that we had just had the unit serviced, and also had a home inspection done, and they could not find anything wrong with the unit other than age. He offered me a great rate if I paid 3 years in advance and that’s what I did.
In July 2020, only 6 months after having my unit serviced and purchasing the home warranty, the unit stopped cooling. It was 95 degrees outside and 92 inside my home. It took 23 hours to dispatch a technician. Unbearable to stay inside and with covid, nowhere to go. Once the technician arrived, diagnosed the problem and sent the information to Choice; they first gave the technician approval, but they emailed me that the claim was denied. Even though the technician stated it was normal wear and tear, CHW determined it was not normal wear and tear; because although the unit was 12 years old the compressor had been replaced in 2016 and they said that was not old enough to be considered normal wear and tear. Basically the warranty is useless. They would not pay anything towards repairs or replacement. I got a refund for the remaining 2.5 years and plan to spread the word to everyone I can. It’s misrepresentation. A complete scam. It was obviously normal wear and tear. I had it serviced 6 months prior and it had no issues. The technician called and emailed Choice. The case manager assigned to my case Lydia C blocked my email and the technicians. I have also reported them to the better business bureau. I hope my experience saves someone else from their racket.
4 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.
We encourage all of our customers to review their coverage.
We regret losing you as a customer.
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.
We encourage all of our customers to review their coverage.
We regret losing you as a customer.
Aug. 31st, 2020
Cathy Cherry Leland, NC
I am not at all happy with the run around I have been getting. Firstly, I call early a.m. to report an issue, requesting a call back the same day. No one called w/i 2.5 hours so I called back ( 8/22/00). When I do reach someone I am made to wait until 4:30 pm when I receive an email from Choice that they can not find anyone to service my air system and to find someone myself. I find someone who can miraculously come that evening at 6:30 pm, and w/i an hour my air conditioning is restored. When I am informed today, 8/27, that it's just too bad that a diagnosis that will pass the 30 day mark before the dye can run entirely through the system, that's just the way it is. One would think that extenuating circumstances might be allowed. I have a very sour taste in my mouth right now. I have a feeling I will regret paying for 6 years of service in advance.
4 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
Aug. 31st, 2020
carlos vargas Las Vegas, NV
I don't believe in home warranty companies I think is a waste of money. after this bad experience, I still maintain my point of view. I bought a property that which the seller has an active policy with a choice warranty. on previous home purchases, Realtor always tries to sell this policy and they talk how good they are, I'm assuming they get some commission. on the paper, these companies look good but the reality is different, so when I bought this property I maintain the policy was transfer to my name. I said I will try to see how really these policies work in the event of a situation with the items that it's cover. I had a call from my tenant on a Friday about the water heater having a leak. I called Home Warranty about 20 min wait until a representative got my call. I open the claim the next day they went to check the water heater along with a $45 service call fee after the diagnosis plumber suggestion was to replace the water heater along with other things. then I call the company again about 20 min waiting on the phone. they said will take 4 business hours to get approval to replace the water heater in the meantime the water heater keeps leaking water and the walls around the water heater are getting some water intrusion. Sunday I got an email with the approval total out pocket expenses is $440. I was assuming that will be cover but the policy but they mention that I have to pay that so I said I have no option tenant doesn't have any hot water and the water can damage the walls due to the leak. Monday morning got a call from the plumbing company and the cost according to the is $650 I told him that I got an email that the charges suppose to be $440. I jumped to the phone to call the choice home warranty 50 min on the home waiting to get a representative and after all this time the call keeps disconnecting. they have the option to call back but they never did. in the meantime, my tenant doesn't have hot water and water keep leaking ( if the plumber had the idea to drain the water heater and close the valve I had peace of mind about the water leak) on Tuesday I call back finally get someone they told me that I had to appeal the claim and it will take 48 hours for someone to get back to me at this point I had to take action and buy a Brand new water heater and pay a plumber at my own expense $400. finally, I got a call from a representative, I told him I don't want to deal with choice home warranty any more the only way I will maintain the policy if they pay for my expenses buying the water heater and hiring another plumber minus the $440 they suppose to charge me. they representative said I can do $90. I ask him if I cancel my policy on how much is left he said $350 so I decided to cancel the policy but they have to deduct $50 for the cancelation fee. so long story short this company that you can trust.
4 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations. We regret losing you as a customer.
Aug. 27th, 2020
Mike Hurban Dallas, TX
The process was relatively quick at getting a technician out but it should prioritize air conditioning issues. If I would have needed parts it would have taken longer to repair due to waiting for approval. It is frustrating when the CHW rep on the phone approves additional work on the telephone and then refuses to pay the technician later.
4 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.
Aug. 26th, 2020
Efrain Garza Austin, TX
I've used this warranty service three times since I purchased it. The first two were very disappointing. The first, a leak in my bathroom sink. I ended up paying another plumber out of pocket to fix the issue, as Choice did nothing. The second, a toilet leak, the plumbing company Choice choose (the same company as before) caused a clog by dropping the wax ring down the drain. I had to call another company out to fix it ($400). The third time was a good experience. I had AC issues and when "TEXAS AC & HEAT" came out, they resolved the issue promptly. I think in the future, I'll save my money and just call them directly. Not happy with Choice Home Warranty at all... It doesn't surprise me to learn that they've lost a class action suit before for lack of coverage.
4 years ago Edited September 14, 2021
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the service provided by one of our technician's. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback the positive as well as the negative to the Director of Vendor Relations.
Aug. 26th, 2020
Tyree L Sherrer Cincinnati, OH
I declined the quote and was harassed by telephone by 2 representatives of the company several times throughout the day. I told them that I was not interested and the first representative hung up the telephone while I was talking. I was certain that I would never do business with them. A second representative called and I told him that I was not interested and he asked if it was because of the price and I stated yes. He asked if I could call him back and I said but couldn't give him an exact time. He too hung up the phone while I was talking and continued to call me numerous times again when I asked him not to call. I would NEVER do business with them and will share my experience with anyone I know seeking a homeowner's warranty.
4 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the sales experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Director of Sales.
Aug. 26th, 2020
Sharon Knight Atlanta, GA
Everyone has been very polite and responsive. Still waiting for the outcome on my refrigerator once parts arrive. My dishwasher is being replaced so waiting for my check.
4 years ago
James Gingrich Chester, VA
I was a little surprised that the plumbing problem wasn't fixed on the first visit. Howeer, the second visit proved to be a very easy fix. Thank you.
4 years ago Edited January 10, 2024
Terry Mertz Kenmare, ND
My drier failed and it took a week to get a service technician out and then he diagnosed the problem and then said it will be 10 days before he gets the part and returns to repair the drier.
My A/C compressor failed and they will not cover the repair because the compressor came apart and there are pieces of the valves in the A/C lines so they called it contamination and denied the claim.
4 years ago
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
Aug. 26th, 2020
Liz Lemmey Thornton, CO
I purchased the 3 year price and price protection. Still waiting for email with my policy info & coverage. I just got my credit card bill. I was charged $1,260 on 8/19/2020. Please send me a copy of the policy now. You promised me you would do this the same day I bought it. I'm starting to think this might be a scam.
4 years ago Edited September 14, 2021
Reply from Choice Home Warranty
We regret to hear your frustration. We would like the opportunity to provide you with a satisfactory resolution for you. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns.
Sep. 10th, 2020
Review Source
Carol Marten Miami, FL
So far I have had good response, and the staff have been very helpful with my enquirer’s. It has overall given me peace of mind the majority of my larger items are covered for repair or replace.
4 years ago Edited January 10, 2024
Patrick L Coiner Childersburg, AL
I am not pleased with this company. My first claim was to have my septic tank emptied (Covered) and was denied. I called CHW customer service and the claim was not going to be covered. However I elected to appeal when I spoke with a representative. I have heard nothing about my appeal.
My second claim was for my attic A/C Heating unit. It was denied after I paid the 65.00 service call fee. The claim was denied because the unit was ductless. Good thing was the unit was covered under manufactures warranty by the company which installed it. However, the warranty paid for the part(s) but not labor (Over $200.00).
My third claim was for my refrigerator. Water was leaking from the undercarriage. After several times to make appointments and one no show, it took almost a month to get this repair resolved and CHM called me days later to see if the repairs were completed. Seems like the right hand never spoke to the left. I went as far, at this point, to terminate my business with CHW if the 65.00 Service call and the repair costs was not fully covered by them. They covered the full costs.
Additional to this hardship of financial woes and coverage ordeals, I just realized the cost of my monthly bill was increased. This was an increase I was not aware nor informed of. Do not know if the price I was paying was promotional. If so, why was I not informed when signed up?
In conclusion, I will be terminating my business with CHW on the close of business, 28 Aug 2020, if I have not heard why the increase was applied.
I highly recommend not allowing this company to represent your household needs and repairs.
4 years ago
Reply from Choice Home Warranty
We regret to hear your frustration. We would like the opportunity to provide you with a satisfactory resolution for you. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns.
Aug. 25th, 2020
Ron Sandy, UT
worry less about a major repair.
Always know your maximum out of pocket is going to be $ 85.00.
Ifg you buy a new home you can transfer warranty with you.
4 years ago
kylelyons Springdale, AR
I entered a home warranty contract which Choice based on the rating from this review. I submitted my first claim in June for an AC repair. After weeks of waiting, they informed me they could not find a technician to do the repair and i could use their process to find my own technician and get reimbursed. I selected that so that i could get the AC fixed. A technician came out and found i low on freon so he filled it up. Per the instructions form Choice the provided signed into their web site and provided the required informatoin. After almost a month of not hearing anything from choice and not being able to get any information from the web site on my claim, actually the web site told me that i did not have any claims. I finally got to talk to someone that identified they did not have the information so i sent it to them. Now they are telling me they will not reimburse me for the filling the unit up with freon. I am now searching for a new company and plan to cancel this contract. Do not purchase a contract from Choice and i suggest treating the information in the review suspect at best.
4 years ago
Reply from Choice Home Warranty
We regret to hear your frustration. We would like the opportunity to provide you with a satisfactory resolution for you. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns.
Aug. 25th, 2020
GOPAL SANATHARA ,
Customer service at the ground level is very poorly Handeled. Representative hangs up on you , put you on long hold and to avoid talking to you they put you on main line hold again for another representative.
Claim managers are well trained and get stuff done fast.
It took 1 month to clear appliance to get approve for replacement and wi wait another month for check to arrive.
There is a lots of room for this business to improve and ground level customer service representative has to provide supervisor or manager number or email if they can't handel the question.
There is no department or calling number for customer resolution department.
4 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.
Aug. 25th, 2020
Leotha Brown Jacksonville, NC
My current issue was assigned to another company last year. That company was authorized but failed to make that repair. I called Choice and was told that the claim had been closed. A new tech reported the issue and I was denied a repair that was previously authorized. I have paid two service fees and now having to appeal your decision. I had the same problem with a plumbing and ended up replacing the toilet and flooring from the leaks. I will not recommend your company and is currently looking at complaining to the BBB.
If I could give less than one star I would. The claims manager informed me that my issue was not covered. And after The manager spoke to the tech I was told that the repair cost should exceed $2000 and after conversation with who knows whom I was offered $200 toward the repairs needed. The tech says I need an upgrade. My position is that I haven’t changed anything but now I have a problem, why? Replacement of the current item which is covered and if the problem persist then it is own me and I can live with that. But if nothing has change and a covered problem occurs then that should be covered under my warranty.
4 years ago Edited January 10, 2024
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with the determination of your claim. 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. 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. We encourage all of our customers to review their coverage.
Aug. 25th, 2020
Ernest R Stokes Tyler, TX
I’m a new customer, however the rates are remarkable. I purchased a 5 year plan to save even more money. Today with all of the uncertainty, every dollar matters.
4 years ago
Diamante Shelby, NC
When buying your first home, you want to be covered as you learn about owning your first home. You want help, support, guidance, and general ease of use. You won’t get that here.
They send out sketchy technicians who bring random day laborers into your home. And then tell you you’ll be fine when you tell them “IM NOT COMFORTABLE WITH THIS PERSON IN MY HOME. AROUND MY KID AND FAMILY.” And refuse to give you a new technician.
Then they give you a new technician who is not licensed to work in your state and when you call again about that, the technician is told “it’s okay, you can still do the work.”
When I told them I could not use my toilet or kitchen sink on the main floor, I was told to use the other floors. When I use the other utilities, they back up into the bottom floor. I haven’t been able to give my child a proper bath in two weeks because sewage backs up into our tubs and sinks. But. BUT!!! Choice said they’re not an emergency service so they can’t help. But if I call an emergency service, they won’t cover if the service doesn’t call CHW first.
Choice has been awful to deal with. I can’t speak with a supervisor because “my claim has been escalated” and the case managers are closed on the weekends and I still haven’t gotten any correspondence from a case manager.
I just want my money back. I’m paying out of pocket for a real plumber anyways, just pay me back my initial yearly payment.
4 years ago Edited September 14, 2021
Reply from Choice Home Warranty
We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the service provided by our technician. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Vendor Relations, who will review this matter accordingly.
Aug. 18th, 2020
Syed Shah Hussain Qadri Frisco, TX
My refrigerator broke down and they decided to replace it. They are offering $500 to replace a $3000 worth refrigerator. Not even the full amount of their liability which is $1500. The case manager has not responded to my calls from last 1 week. Its been more than 45 days since i reported the issue.
I filed another claim for fixing my microwave and i am waiting on them for last 1 month. Every time i call them i am forced to wait for 15 to 20 minutes before i get hold of an agent. The agent puts me on hold to get hold of technician and the call disconnects. The agents don't call back. The cycle repeats every time i call them.
4 years ago
Reply from Choice Home Warranty
We regret to hear your frustration. We would like the opportunity to provide you with a satisfactory resolution for you. In efforts to assist, our Consumer Advocate will message you directly to further address your concerns.
Aug. 25th, 2020
Txlegalpro Allen, TX
Most of my experiences have bern good until you refused to pay a measley $125 to remove my toilet in order to snake my plumbing when my toilet kept overflowing. You claimed my toilet was an "obstruction" to my line which is ridiculous.
4 years ago
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with the determination of your claim. 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. 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. We encourage all of our customers to review their coverage .
Aug. 24th, 2020
Queen25 Charlotte, NC
This is the worst company to deal with. I’m 17 days without AC in NC heat. My kids are suffering because of a horrible company. My compressor went dead and they claimed that that is not a wear and tear. I can’t seem to get anyone to explain to me how a dead compressor is not wear and tear from
everyday. I’ve been trying to get hold of someone to assist.
Case manager won’t return my calls back. and the customer care agents are horrible as well. Worst worst worst company to deal with. Please save your self stress and headache and don’t ever sign up for their warranty it’s a scam!!!!!!!!
4 years ago
salina Isbell Benton, AR
Th technician that came to my house was very nice and knowledgeable. I was not really happy that I was told bw the hrs of 7a-11a and he did not come until very late in the evening.
4 years ago
Kendra Hays Chicago, IL
6/6 A/c went out -- Attempted to call CHW but couldn't get a hold of anyone because it was the weekend.
6/8 Claim filed
6/10 - still no technician assigned after 2 calls. Told to get diagnosis from local tech
6/11 - Local technician called and diagnosis given - "Refrigerant issue/replacement of unit recommended"
6/12 - Diagnosis Emailed to CHW
6/13 - Called to inform CHW that diagnosis was submitted
6/14 - Called to ask for approval to have unit fixed was told they are working on it. Also learned in this process that max pay out amount (in fine print) is $1500 which anyone who has replaced an AC knows is no where near enough.
6/15 - Called to ask for approval to have unit fixed, was told to have my own technician replace unit and submit bill for reimbursement
Unit replaced
7/22 I received Email from CHW asking for more info
7/22 I spoke with a manager (Alex) who recognized they made an error. He said they would get it over and get the reimbursement approval
7/27 Informed claim was denied because “valves are not covered”. AC expert with company that replaced unit attempted multiple calls directly to them to explain that their refusal was idiotic based on the problem with our unit but they would not answer his calls
7/30 Finally spoke with a manager who Offered 2months free service to make up for miscommunication. Who would want more service like this? Truthfully better to not ha r a home warranty company so you don’t spend days and days waiting just to find that they have an exception to why they can’t give you even a dime. This business needs to be shut down.
4 years ago
Reply from Choice Home Warranty
We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home.
Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on the Choice Home Warranty website, under User Agreement.
Choice Home Warranty encourage all of our customers to review their coverage. It may also be found on the Choice Home Warranty website, under User Agreement.
Aug. 17th, 2020
