Choice Home Warranty Reviews
9.3
Overall Score
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Xiangjun Gu Missouri City, TX
I claimed a fluorescent light problem on 7/16/2018. The technician come 7/19/2018 and diagnosed ballasts failure. Choice Home Warranty (CHW) rejected to cover ballasts: the reason was the ballasts were in light fixture and the fixture was not under coverage. Fluorescent light electrical system is only composed of bulbs and ballasts, nothing else will fail. CHW rejected to cover ballast means they do not cover fluorescent light, but the contract does not say that, and when I claimed fluorescent light problem CHW customer service did not tell me it was not covered. I sent a request to ask them to explain my questions but they didn't response so far.
John
7/23/2018
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty
Jul. 24th, 2018
Jennifer Hiller Keller, TX
In the 108 degree heat both of our air units stopped working. Choice had someone out with 72 hours to repair them. We were happy with Choice and with the specialist that they sent to fix it!
6 years ago
Margaret Herman Kannapolis, NC
1) 30-40 minute wait time to get through to the claims department is unacceptable.
2) sent unqualified repair person had to second repair person cost us to be without a/c for 5 days
3) charging us an additional $45 for the 2nd repair person because the 1st repair could complete the repair.
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty
Jul. 24th, 2018
Richard A Castillo Spring, TX
Had a bad experience with my Wall Mounted Microwave.
My microwave went out on me. I called Choice to file a repair and when the repair men showed up at my home, they removed the wall mounting plate and unscrewed my microwave from the internal plate inside of the wall. they removed my microwave and determined that it was un repairable. they never re-installed the unit. they just left a large hole on my wall where my microwave used to be. they dropped the microwave on my new Acacia Hardwood floor causing a scratch on my floor. then when they submitted the report to Choice, my entire repair / claim was denied with reason stating that my Microwave was not a wall mounted unit. This was absolutely a wall mounted unit, i was very upset with the way this claim was handled.
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty
Jul. 24th, 2018
Oscar Gomez George West, TX
Has been a very disappointing experience, starting from the initial customer service call, to subsequent calls due to no followups on my claim, no willingness to consider expediting my claim due to my serious health issues of an older disabled veteran with heart problems and high blood pressure. You should imagine how very difficult it was to deal with this heat day and night for several days in my health status. Finally on the third day of my calling, someone advises me I have the right to seek a service facility on my own, pay for the service and seek reimbursement, which I did so. Got the AC issue resolved but then on followup call, was basically placed on advise that my expenses might not be reimbursed because your agency was not called when the technician arrived. No one from your agency advised me that a call had to be placed first. I will submit my billing soon, hope it will be reviewed and reimbursed in prompt time, if not I do believe I will seek advise from the state commissioners office. This is my first time seeking service through a home warranty, has not been a pleasant one. To think I gave your information to my realtor, at first thinking I was dealing with a very supportive agency. I may have to talk to that realtor about my experience.
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty
Jul. 24th, 2018
Char Nichols Appleton, WI
Company provides total misrepresentation of services and contract. I specifically asked Jeff the rep who sold me contract if there was any type of cancellation fee. I was leaving another company to come over to Choice.
WHAT A HUGE MISTAKE !!!
The first claim I had took over 3 weeks to resolve. It was a furnace issue in the middle of Jan/Feb, and temperatures were below zero.
After speaking to Keshia who claims to be a manager, she promised to escalate my claim and to waive the service call fee. Neither did she do !!! Almost a month to get 1 claim resolved.
The hold time is always 20-40 minutes, then the rep ALWAYS has to transfer you to another Dept... why I have no idea.... so you’re waiting another 20 minutes.
Then when I go to cancel my policy and get my $1850.00 back as a refund, they state I have to pay a $50 cancel fee plus any claim charges that were paid out.... however they still expect to deduct the monthly fee that I paid all those months... Keshia wasted 20 minutes of my time trying to keep my account, offering me a $100 for the service call, giving me another free year of service...BUT when I said no, she didn’t try to help me with any of the non-disclosures cancel fees, she was rude, pushy and anything but polite.
Do not fall for their scam, read up on how many claims they deny
Worst warranty company so far
6 years ago
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with your experience. Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty
Jul. 23rd, 2018
Faraz Naqvi Coppell, TX
Like others initial sales team were awesome and made me feel very comfortable that I was make the right choice with choice. To be honest all home warranty companies have their issues and being a multiple home owner in different states (I have two different ones right now) before I went with Choice in Texas. I have had to call them out for two claims in the past six months. The first time I don't even know when the service tech came and the case was closed with no follow up. The second time and the most recent we had our ceramic cook top burn out and crack. Service tech came out did not say one word and left. Never got a call back about what is happening. Till I called and was told the case is closed with no repair again. I have had similar issues with my home under the other home warranty and they were fixed. (higher deductible but fixed) My advise don't be cheap like me and try to save on the deductible and go with some one who is more honest and will hold up to their end of the bargain.
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty
Jul. 20th, 2018
Dawn DePetris McDonough, GA
I had an issue with ice maker. I called it in. I was schedule immediately. The Tech came
out to diagnose,he was on time and friendly. He will be back
To replace the part.
6 years ago
William Bongiovanni Polk City, FL
I am getting my dryer fixed shortly after the part was ordered. Appointments are made quickly and your representatives have been on point.Amazingly fast service.
6 years ago
Li Brizzi Antonino Dallas, TX
Hi, experience was not so great! The technicians came and they explained me what should have been done the first time several month ago. At that time ur technician didn’t even touch the ac but simply asked me to turn off and turn on. This time i solved the issue paying your 45$ fee + 280$ maintennace service with the ac company. I wish i have been told and solved the problem 1 y ago when i called ur technician first time.
6 years ago
Reply from Choice Home Warranty
Thank you for your feedback.
Jul. 18th, 2018
Richard Boelter Canonsburg, PA
My A/C went out and I called CHW. They couldn't find anyone to service my unit so I had to find someone myself. The technician I used found that I had a leaking evaporative coil unit in the interior unit (we have a split system). The technician explained the situation with CHW and CHW came back that they wouldn't cover the repair. Their words exactly were "Evaporator coils that leak have been exposed to corrosion or acidic materials that have infiltrated the air stream and air flow throughout the house and have damaged the integrity of the coil. . . . We are not responsible for malfunction or improper operation due to rust or corrosion." I responded back saying that this is a situation that was not caused by me and that my coil has failed and should be covered. They wouldn't budge. The way I interpret what they're saying is that if the coil ever fails it is due to corrosion and they don't cover that. So in essence they will never cover the coil going bad. So I'm paying for this repair myself and getting a new home warranty from someone else. CHW has way too much "weasel" language in the contract for me. It was a wast of my money to get their warranty. I would avoid them like the plague. I'm so mad about this and at CHW that the words I want to use to describe them I can't post publicly.
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty
Jul. 17th, 2018
Mike Marker Georgetown, TX
Purchased a warranty from salesman. We were offered many upgrades from the salesman and PAID extra for upgrades. Have all this in writing. NOW we have received a standard warranty without the upgrades we purchased. Many calls later, Choice Home Warranty will NOT honor their commitment . We call and ask for help on this and are always transfered to a non answering /hang up extension. Please do not buy any warranties from this company. Do not trust what the salesmen are offering. We wasted so much money and the salesman and Choice have collected additional funds they have no intention of using on our behalf, the consumer.
6 years ago
Reply from Choice Home Warranty
Please be advised that the best time to reach us at the start of business hours M-F 8am EST Sat/Sun 9am EST.
For your convenience, you can also place a claim as well as check on the status of your claim online at the account center at
Regards,
CHW
For your convenience, you can also place a claim as well as check on the status of your claim online at the account center at
Regards,
CHW
Jul. 13th, 2018
Sheila McHale Naples, FL
Your customer care is sorely lacking a personal touch. The only real people I’ve talked to are a.) your staff trying to sell me another policy or your maintenance people who are usually confused about what needs to be done.
6 years ago
Reply from Choice Home Warranty
Dear Sheila McHale,
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Jul. 13th, 2018
Donna P Atlanta, GA
I had a terrible experience with one of your contractors. It took them four visits to repair my dryer. ASAP appliances never met the four window given. The first tech came out & the problem persisted after a week & he claimed he used the wrong oil because he didn’t have his glasses. The second tech completely dismantled my dryer and waited four days to return. Now I realize one day was a holiday but the following day I waited four hours and made five calls to the home office before he called back in five hours to say he was running late. What happened to prioritizing customers who have parts laying on their floor for three days? We had to reschedule for the next day between 8:30-9 and he arrives at 10:30 after multiple calls to Home office. I complained to Choice Home Warranty Supervisor & never got a call back. I called on Friday & there was no supervisor available and the representative didn’t know when there would be one there since she didn’t know the supervisor’s schedule. Needless to say I won’t be recommending Choice Home Warranty to anyone and I’m contemplating canceling your service.
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty
Jul. 13th, 2018
Samuel Dallas, TX
Dont' sign up with this company. They answer their phones for a new customer. Try filing a claim and they keep you on hold for any follow ups. They ended up sending a plumber for a plugged drain that claimed it was collapsing and had tree roots. No follow up from Choice. The plumber charged 100 dollars even though Choice said they weren't supposed to and never offered to refund or intervene. Then, the drains started working again magically several days later after simply flushing and running water to clear the clog.
Dont trust Choice. Once they get your money they wont' do anything but keep you on hold and dispatch thieves to your house to make up fake claims that are huge nightmares if you do it their way.
Find another warranty company or just find technicians you can trust. Ask friends, ask internet places but his company is not what you want.
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. Please contact us at 1.888.531.5403 for further assistance.
Choice Home Warranty
Choice Home Warranty
Jul. 13th, 2018
DP2 Glen Burnie, MD
I agree with most of what I am seeing here. My AC went out in over 100 degree temps (96 in my house). It took 2 days to get a person to my house through Choice Home. The FIRST technician showed up, diagnosed what he said was problem (a "leak") and Choice PROMPTLY DENIED the claim saying it was pre-existing and caused by rust, which they do not cover. THERE IS NO RUST IN MY UNIT. I've looked myself. As soon as Choice denied the claim, the technician said he needed to run to another customer and would be back in an "hour or two". HE NEVER RETURNED!! I had to contact them again myself (4 or 5 phone calls to get someone to my house). The second technician said it needed coolant. That's it. Well, it worked for 3 days. I am now AGAIN without any air, and of course cannot reach a technician provided by Choice. I will cancel these guys first chance I get - DO NOT CHOOSE THIS COMPANY as your warranty provider.
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. Please contact us at 1.888.531.5403 for further assistance.
Choice Home Warranty
Choice Home Warranty
Jul. 13th, 2018
Minh Ho Katy, TX
Every is good, except the appointment scheduling is different between CHW and GDL...
CHW stated that appointment is from 11 AM to 3 PM
When called GDL that said my appointment is from 2 PM - 4 PM
6 years ago
JESSICA CARTER Smithfield, NC
The most horrible customer service I've ever dealt with. The salesperson was pushy but that I can understand. The monthly payment was nice but I would have paid double per month not to deal with these people and to get better coverage. I submitted a claim for my hot water heater leaking. I submitted the claim online at 9:45pm on Tuesday, by 10am on Wednesday they had closed the claim. There was no explanation as to why and only an email notification that is was closed. Naturally I called, I was told that they assumed I was aware that my hot water heater tank was not included in the coverage and canceled the claim. I asked to speak to a manager and was told that I already was. I asked to speak to that person's manager and was told it was a 72 hour callback period. I still haven't received a call and it has been 2 weeks. I finally talked them into sending a tech to the house to actually determine if it was the tank (not covered) or the pipes etc. (covered). I paid my $45 service fee and the tech talked to Choice Home Warranty. I was not privy to the conversation nor did I receive any documentation as to what was the basis for the decision. Bottom line, not covered, it's the tank, need a new one. Instead of paying the tech the $975 to get and install a new one, I did it myself. Still no call from Choice Home Warranty or the manager I was supposed to speak to. I called to cancel the policy and was hung up on. After being placed on hold again after calling back I was connected with a woman who could care less about keeping me as a customer. She offered me $175 dollars towards my cost if I stayed on with them. If I continued with the cancellation then I get nothing. I've never so blatantly been bribed before. Don't waste your money or your time because when you have two small children and no hot water, Choice Home Warranty will not lift a finger to help.
6 years ago
Jim wolfe
I dealt with these crooks for a year, and found them to be rude, unhelpful, and useless, submitted at least 4 repairs to them, and they only fixed one, and the contractor that did that repair said he had to lie to get permission to finish the job. Don't even think about major appliances or HVAC systems, because they will have an excuse not to repair it. My HVAC system had a little corrosion, which would be normal for a 20 year old system, they used that, saying the system was not maintained properly for the excuse not to repair the system, I finally replaced the system at my expense. Their representatives that handle the repair requests are extremely rude. Do not waste your money.
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. Please contact us at 1.888.531.5403 for further assistance.
Choice Home Warranty
Choice Home Warranty
Jul. 13th, 2018
Schon Freehold, NJ
It is a scam. Starting with the sales person who will bend backwards for you and pressure so much that you just sign up. Out of greed I signed up even knowing that it was too good to be true. They lowered the monthly payment, the waiting period and the service fees.
After the waiting period, I submitted a claim they were quick to assign a tech, if we can call him that. The person came to the house to check why my cook top's knob doesn't turn on/off, he did not even know where the serial number is and didn't bother trying to fix it. He was more interested in changing it. Then a day later i received the denial of claim stating that based on their tech my equipment was faulty prior to my contact and that is considered pre-existing condition.
Tried to call to discuss but they were rude and couldn't careless. It seemed like they are trained on such situations and had their answers ready.
I cancelled the service and asked for a full refund. They are not worthy of my business.
BAD company, BAD service, BAD techs.
Schon
6 years ago
Reply from Choice Home Warranty
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
Choice Home Warranty
Choice Home Warranty
Jul. 13th, 2018
Emily Prikazsky Rock Hill, SC
We had a large leak in our plumbing. Damaged drywall, flooring, and ceiling in all 3 floors of our home. We had to turn off the water to our home. They could not get a technician out to us for 6 days! SIX DAYS without water with 4 kids living in our home. UNACCEPTABLE! They told us we could get our own technician out and they would reimburse us. When we did that they only offered to reimburse us half of what we were going to pay. They are horrible at returning calls. They don't want to cover anything. They never let you speak to manager. NEVER have I had a good experience with them! DO NOT USE THEM!
6 years ago
Reply from Choice Home Warranty
Dear Emily,
Thank you for your response. Our Consumer Advocate will reach out to you for assistance.
Regards,
Choice Home Warranty
Thank you for your response. Our Consumer Advocate will reach out to you for assistance.
Regards,
Choice Home Warranty
Jul. 12th, 2018
Patricia Rosario Huntingdon Valley, PA
Representative was polite & informative; he explained the details well. He was able to answer all my questions and took the time to be sure I understood the program.
6 years ago
Verlinda Paul Atlanta, GA
The claim was handled timely and appliance replaced as appropriate. The customer service representative was unable to articulate whether damaged caused by the appliance was covered.
6 years ago
Elijah Brown Fort Worth, TX
Do your homework before doing business with Choice Home Warranty. DON'T GET RIPPED OFF!
They are NOT a member of the BBB for a reason. Even if they were a member their business practices are so disreputable they could not maintain their membership.
They have been prosecuted by the Attorney General Consumer Affair divisions of States that found them guilty of various kinds of dishonest business practices.
Their advertisements are also false and misleading. For example, they promise to cover the repair or replacement of your appliances, but here is my experience:
After needing to wait on the phone for around an hour each time I call, they offered to replace a $1200 cooktop for $150 and an $800 dishwasher for $175. And that is after you foot the $65 per claim to diagnose the issue. The replacement cost they offer wouldn't even cover the cost of manufacturing.
I was also denied a claim for an A/C unit that went bad. They claimed it was bad from an improper install for a leak where it had been welded. They cover wear and tear, but not "improper install". I asked them if it was improperly welded then why would it have worked without leaking for an entire year? Sounds like wear and tear to me. They said I was free to get a second opinion on my own dime and that they would "consider it".
Instead, I am filing a claim with my Attorney Generals office. I'm complaining to Google, Bing, Yahoo, and Facebook about their deceptive and misleading claims in advertising and untrustworthy business practices, because frankly their PPC advertising accounts should be suspended so they can't use these platforms to scam more people.
Do yourself a favour, look elsewhere. Don't allow get dupped into taking you realtor's recommendation just because Choice Home Warranty is giving them a kickback. As a buyer make sure you specify a different home warranty in the RE contract. Choice Home Warranty the home warranty company you are looking for.
UPDATE: I got a second opinion on the A/C unit (out of my own pocket). They let me know that the Choice tech flat out lied. The unit had not been welded at the time of installation or by any field tech. The weild in question was made by the manufacturer when the unit was made. He said the compressor in an A/C vibrates and over time (15 years) the weld can come loose. He said, Choice makes claims like that to get out of paying onthe warrenty and assuming the consumer will not understand that they are being lied to. The guy I hired was able to repair the unit in about an hour and for fraction of the cost of a new unit ($324 which I paid for completly out of pocket). In fact I actually lost money having Choice Home Warrenty becasue I paid $65 to have the Choice Home Warrenty tech come out to my house and lie to me. It turns out the tech that Choice sent out just wanted to make money by selling me a new A/C unit. He told me I was going to need a new system costing well over $4,000.
6 years ago
Joseph Byrne Scottsdale, AZ
You sent Manny Appliance Repair to me twice, once for my dishwasher and once for my dryer. Both times we received prompt and professional care.
My problem is with the Choice service. The dryer was determined to be to expensive to repair and I was offered a reimbursement to go towards a new dishwasher. I accepted this offer, but have not had any response. This was over two weeks ago. How long does it take to receive the reimbursement money?
6 years ago
Iaesha Thomas Philadelphia, PA
My experience so far has been good. The only issue I’ve had so far is the process time to have my issue resolved but I’m not sure if that with Choice or the contractor hired for the job.
6 years ago
linda kirk Fort Worth, TX
Prompt service and fast diagnosis. The service was on time and they called me within hours of reporting my problem. Thank you so much for your prompt and fast service.
6 years ago
Michele Peterson Stevens, PA
Over a 2 day period I spent well over 4 hours on hold waiting to talk with someone about my claim. My plumber could not get through to get approval, left and had to return the next day, I called to get approval at 10 am as you never contacted him, my claim was marked as completed before anything was done to get the repair done and the water back on. Plumber lost at least 3 billable hours due to all the waiting. Two different times I was promised a call back, one was supposed to be in 20 minutes and the other was supposed to be within the hour. I did not receive either return call after waiting for hours. I was informed high call volume was due to week before holiday. If this is a heavy call time then hire more people. If my next claim goes as this one did I will be finding a new home warranty company as soon as my contract expires and will not be recommending your company to anyone. I could have had a plumber here and problem resolved in the time it took me to contact you and wait to get scheduled but they are not one of your approved plumbers. They probably choose not to deal with your company to avoid all the lost time waiting for approval.
6 years ago
Al Morton Sun City, AZ
Om 6/25/18 I called Choice about my refer making a bad sound. They had the first tech here the first day. He said that the refer needed a ac person because it had a small leak and he could not fix it. So choice transferred the call to another company. Two days later they finally showed up and said the coil had to be replaced. They called Choice to get approval but were denied. In the mean time I have between $250 and $300 dollars of frozen food in a Large cooler defrosting. At this time I still have no idea when the refer will be fixed.
6 years ago
Tamika Evans Riverdale, GA
I just got my policy but the people here are very helpful and are willing to answer any questions you may have. Im sure if I need them they will be there for any repairs needed in my home.
6 years ago
SJP Scottsdale, AZ
Many times I have been on hold for over 15 minutes before speaking with a Choice representative.
Not happy with weekend claim responses.......we need to wait 48 hours or more before we hear back :(....and customer service is closed.
Often need to speak with the actual company that will be coming to house....to make sure they know why they are coming.....an have right tools/ equipment i.e......certain size ladder....for this has NOT been explained before they too the job.
6 years ago
James Nemecek Mechanicsville, VA
CHOICE HOME WARRANTY
***** BUYER BEWARE *****
I am a retired senior citizen that was fooled into purchasing a CHOICE Home Warranty program by a smooth talking sales representative named David M. He convinced me that my major home systems and appliances would be repaired/replaced, even though my residence and some covered items were 15+ years old, by going through each covered item and explaining the inclusions/exclusions. What he failed to review were the nineteen(19) “Limitations of Liability” that would be unfairly leveraged to deny the replacement of my malfunctioning HVAC system.
When my HVAC system failed, I submitted a claim and a service technician from A1 Services Company was dispatched to assess the issue. After spending approximately fifteen(15) minutes on-site, he advised that my freon level was low and asked if I wanted it charged. I requested that he get approval from CHOICE Home Warranty before taking any action, so he got in his truck, made a phone call and then left.
I contacted the CHOICE Home Warranty claim service center repeatedly over the next four(4) hot summer days before receiving the claim denial response. In their technician’s opinion, my HVAC could not be repaired do to rust/corrosion that was an exclusion under the Limits of Liability as mentioned above. I engaged a HVAC service (at my expense) to perform an assessment and their conclusion was the failure was from normal wear, use and age. I submitted multiple appeals to CHOICE Home Warranty, which included the independent assessment, annual maintenance records and pictures to definitively show that there was no rust/corrosion on the components referenced in the claim denial, all of which were denied.
And now the real eye opener, another area that Mr. Martin failed to explain, my only recourse was to pay $200 and file for arbitration, that limited my potential recovery to $1,500 under the terms of the agreement. It was quite demoralizing when I realized that the “best case” scenario was to net $1,300 to offset my $7000 HVAC replacement cost required after being without air conditioning during the battle with CHOICE Home Warranty for twenty-one(21) hot summer days.
I have filed complaints with the Federal Trade Commission, Better Business Bureau and the state agency governing this type of service in Virginia and will wait to see what, if any, action is taken against CHOICE Home Warranty.
I admit that I was suckered into this situation. I read the agreement, but had to engage an attorney to fully realize the layers of limitations and how the exclusions could be generically leveraged by CHOICE Home Warranty, so I am posting this review to provide awareness about the program and hopefully spare everyone else this painful experience.
CHOICE Home Warranty markets a program that allows them to deny any claim, knowing that the consumer’s only option is to file arbitration which maximizes any potential recovery to $1,300, you draw your own conclusion.
That is there business model, so it must be legal, right, don’t find out, please avoid engaging CHOICE Home Warranty!!!!!
6 years ago
Ramesh Kamath Katy, TX
I signed up less that 3 months ago and it has been nothing but disappointing.
1. Upstairs AC unit took 3 visits over a few weeks from 2 different companies to fix a 'low freon' issue each time requiring us to stay away from work and the last contractor coming a couple of hours after the appointment window - at least he fixed the problem.
2. I requested CHW to authorize my own technician to repair our pool pump at a cost of $607.97. They authorized it and confirmed that they will reimburse me at their rates. They never mentioned during any of our 5 phone/online conversations that their rate would pay me only $235 out of the $607.97.
3. As mentioned in my other review, the standard contract covers only 2 AC units and adding coverage for a 3rd unit is not straightforward and includes having to deal with rude salespeople.
4. Following up on existing requests is not easy either. Wait times on phone calls were at least 30 minutes and sometimes over an hour.
5. They offer an online option to open or follow up on requests. However, the responses to requests often leave you to wonder whether they've read your request at all and frequently their response appears to be a straight 'copy and paste' from their customer service manual!
6 years ago
Mike K Collierville, TN
Charged me for visit that didn't result in stovetop being fixed through C&C Appliance in Memphis TN (avoid, slob). C&C technician took a week to come out, replaced a part after another week, then stated he would come back in a week, then didn't return 5-6 phone calls for another 2 weeks. When I called Choice Home Warranty, it stated 'oh, it's been 30 days since you initiated your call, why are you upset that we will charge you again for someone else coming out?' To which I replied - 'because you didn't fix the original problem.'
Poor customer service, poor practice with 30 days window to fix things when technicians appear to purposely not want to do so in 30 days when it's complicated. Rewarding poor customer service by C&C Appliances by allowing this to happen, it's pseudocommunism. Don't reward Home Choice Warranty with your money for such a scheme.
6 years ago
Zeb Whatley Collierville, TN
We are new to choice home warranty. We bought a house in a new city. Upon moving into the house we noted the upstairs was not cooling. The thermostat is consistently 75-77 degrees despite being set to 69 degrees. We notified choice who sent their appliance company. We were told the AC units were just dirty and needed to be cleaned. We paid to have them cleaned. The AC is still not cooling. They came back and just said the units were old. We paid twice for choice to send someone out and neither time was the problem fixed. The temperatures remain 77 degrees. This is not acceptable.
Our next problem pertains to a leak that was found. We noticed a leak coming down the wall in a downstairs bedroom. The leak was noted under a bathroom. We notified choice. A plumber was sent to the house. He said there was no leak. After he left we filled the tub with water and again a massive leak was noted. Again choice sent another plumber out. The plumber had to cut out dry wall to located the leak which was obvious. There was a large hold in a pipe. My wife was here when the plumber was working. After cutting holes in the dry wall and making a significant mess, the plumber told my wife he did not clean up and it was the customers responsibility to clean up the mess. This is the most absurd thing I have ever heard and quite offensive. At this point we are unsure what we are paying for because choice warranty has not been helpful.
The most frustrating part of the experience is the lack of assistance provided by choice. We are constantly experiencing prolonged wait times on the phone for the problems that have not been fixed despite multiple appliance technicians coming to evaluate the problems. The leak and air conditioner problems have yet to be corrected.
6 years ago
DARLENE BICE
I have had this plan for 3 yrs. Each of the 3 times I've used it, it's been a hassle. I live in a rural area and there are no techs from CHW that will come so I have to get my own then go thru the reimbursement option. CHW normal payments are only about 25% of the actual cost. I spend hours on the phone trying to get actual repair costs. Probably will not renew my contract again.
6 years ago
Alok Gupta Marlboro, NJ
I reported an issue with my a/c last Sunday. A technician was send Monday. however repair authorization is taking forever. My house I without a/c. There are too many exclusions having me think twice and recommending the service. I like some small things like have first service call free. Also not sure if you staff is listening to customer feedback, which can save CHW in costs from vendors, who are inflating costs.
6 years ago
Randy Reddell Abilene, TX
The company you sent out to replace our garage door opener was very prompt and courteous. we had a good experience and like using Choice warranty as our warrany company.
6 years ago
eliana babbi Vero Beach, FL
I could never had so bad experience with Choice.My air conditioning stop working. Choice sent me a technician whom made a wrong diagnostic.And so they told me that I was not covered. By my expenses I called another Company. And they find that my Vap coil was liken. I send then the new Company estimate. I talk to Choice about the discrepancy about this two diagnostics, after staying in line by phone trying to talk to Choice, hours a day, during more than ten days. (before you make your insurance tray to call them )But at the end they place a message over my claim: closed. And that is it they decided and a paid my insurance one year in advance. I The second company send then pictures and description, but they don't want to know anything else.I called a third Company, and they confirmed what was broken, and I am going to pay for fixing the trouble. Be far from this company. They can not be worse than they are.Even the costumer service, is very bad.
6 years ago
Dean Watson McDonough, GA
A plumber came to my home today to repair a leaky toilet and they said the toilet would need to be replaced due to a hairline crack in the toilet. The plumber spoke with a CHW representative who said he would put the matter in front of the board. I received an email stating that CHW will not cover the replacement of my toilet. There are so many legitimate things this company does not cover. I think they are in the business of denying and not honoring claims. I really want to discontinue service with this company when my contract ends. If there was an option for less than one star, I would give them that.
6 years ago
Elvis Llanes Goodyear, AZ
I decided to choose Choice home warranty for my home needs due to great reviews. They advertise that there is no home inspection needed, and that they know that things dont last forever and they understand that things break down, wear out. Unfortunately, this was not what the end results were. Once i needed their services to fix my broke down AC unit, they found any reason to deny my claim, based on a few pictures taken by the AC technician. I live in Phoenix, AZ so my AC is vital specially when my 2 AC units broke down within a week in the middle of the summer. I had moved into my home almost a year to date, and my 2 AC units had received the normal maintenance. What they dont have an amergency 24 response?? you think trying to live in a home which got as hot as 94 degrees is ok for my family to live in. They took about 1 week to send 2 AC technicians out. They didnt care about the well being of my family. So you advertise peace of mind, I got anything but that. Why am i paying for a home warranty, I pay my monthly dues and when I need services I got the shaft. I had to pay out of pocket to repair my 2 AC units, costing my $1,243. I have been on the phone numerous times, arguing with the service agent and case manager and have not been able to resolve anything. i guess im just S.O.L. I wound give this home warranty company a big ZERO if allowed. i wound definitely reconsider going elsewhere for your home warranty needs. This company just throws at you policies and regulations as to why they cant cover your broke down appliances. Don't waste your time or money.
6 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. It may also be found on
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. It may also be found on
Aug. 30th, 2019
Albert Williams Spring, TX
This company sucks and I would not advise anyone to do business with CHOICE HOME WARRANTY. They have no problem calling or texting you five ,six times a day to get you to do business with them but if you should try to get them to look at something in your home it's hard to get any assistance then they send out some technician that probably was not trained or have any sort of knowledge of what he is doing, just interested in collecting service fees or all kid of different fees before even looking at the problem. Then you have to go around in circles for them to tell you that they wont cover it because it was not properly maintained.
6 years ago
Reply from Choice Home Warranty
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. It may also be found on
Aug. 30th, 2019
Roxanne Mungin Atlanta, GA
Well after a week of going back and forth with the warranty company about a prompt service time we finally got someone out to service our AC.
At first we got random text messages about a tech coming out. Their service date was wrong, there time for service was between 11-6:30 (ALL DAY), they would call but didn’t leave a message and then blamed the customer for not answering the phone. If you text before why did you stop texting.
After constant waiting to speak to an agent that was usually 35 minutes on hold I demanded to speak to a supervisor who then escalated our service call. The new tech reached out to us in less than 24 hours was prompted and performed good service. However the tone in which he spoke to us wasn’t professional at all.
We will be finding another warranty company. Sorry Choice Home Warranty
6 years ago
Beth K Bryant Mobile, AL
I just signed up, & coverage does not start until next month. My experience with your "sales" rep was very good. He answered all my questions & was courteous & friendly.
6 years ago
Traci Furlow Gonzales, LA
We have had horrible customer service with this company. We paid over $1100 in full for this warranty and every time we have tried to use we have been declined . After arguing for hours over each one we have only had a couple of resolutions. Their own contractors have informed us they are the worst warranty company to deal with and very hard to receive their own compensation.
When my contract comes due we will not be renewing.
Currently we are out of air for our upstairs unit. They came out over a week ago We called and have been advised by Choice that the contractor never sent the quote. To them. We called the contractor and he advised the quote was sent the same day he came out.
I can’t tell you how unhappy I am with this company. I’ve never seen such poor poor customer service.
6 years ago
Toby Roach Madison, MS
I called choice to make a claim on my refrigerator after waiting for an hour on hold someone finally answered and filed a claim. Repair service came and had no idea how to fix the refrigerator and I had to pay him $65. I called to make a new claim and again experienced an extremely long wait time. This time they made a new claim and the repair service accepted but never showed up. I called again and waiting and made another claim; again another service that was clueless and would not call to make a diagnosis. This has been going on for a month and I still have not gotten my refrigerator repaired. The claims reps are very rude and have hung up on me several times. Seems like I will be covering the cost of a new refrigerator. Will not spend my money on another home warranty with this company.
6 years ago
David Martin Pikeville, NC
They are not worth a dime. For everything they say they cover in one section they reverse that in the next section, I.e. my dishwasher broke , They sent a repairman out who was totally inept. He never even turned it on and said I needed a pump. He left and came back a week later with a new pump. He didn't know how to remove the supposedly bad pump and he took a hammer to it. He finally after he demolished the old pump, removed a bolt that was holding it in and removed it. Installed the new pump and said he had another appointment and didn't bother to turn on the dishwasher to check it out. As he was leaving I turned it on and it didn't work. I caught him in the driveway and he said he would be back the next week. I returned and water was all over the floor caused by his hammering to get the first pump out. He came back the next week and said it couldn't be repaired. I called the CHOICE HOME WARRANTY and informed them and they told me they would have to wait on the repairman's paperwork. The next week , after receiving paperwork CHW offered me $276.81. I told them I wanted a new dishwasher since the amount offered wouldn't come near replacement and installation cost. They called me the next day or so a dishwasher in the colors of black or white only and not bisque which all my other appliances were. I ended up
purchasing on my own at a cost of almost $600. That is only one of the dealings I've had with them. I've had a couple more incidents with them, but I won't go into them at this time. One thing is definite, I will not do business with them after this contract is over,
6 years ago
Ron Hebert Baton Rouge, LA
Somewhat inconsistent. Have had some very good experiences & a few very poor performance. Also, have not been satisfied with some of refund costs when CHW technician could not determine the problem.
Ron Hebert
6 years ago
Susan Gronemeyer Boerne, TX
Repair time for a refridgerator would have been close to 2 weeks, and food not covered, so had to buy a new one. No one bothered to tell me i could dispute the matter til someone called wanting to sell me a policy I already have in place until 2020.
6 years ago
Rashawn Cowles Fredericksburg, VA
I just cancelled my policy with Choice, I tried to make three claims with them over a period of a year and a half. Each and every time I made a claim I had to debate with staff about getting my repairs fixed and paid for. On one claim for my pool no service provider ever came out and after waiting a week I called back and was told I could file another claim and they would have someone come out. The service agents are rude and only speak to facts out in computer by an adjuster who you will not be able to speak with. They have no knowledge of what they are doing they repeatedly cite notes in the computer and all of Choice hidden policies that is not revealed to consumer when you sign up. This company is a complete fraud I have paid them consistently for a year and a half and they successfully paid out none of my claims. Please save your money you will get nothing from them, I don’t know how they are rated #1 on any site.
6 years ago
Reply from Choice Home Warranty
Thank you for your feedback.
May. 21st, 2020
