Choice Home Warranty Reviews
9.3
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Teri Gschwind Regan Acworth, GA
You botched this one. You emailed me the wrong AC company. When I called them to confirm my appt they said they had stopped doing business with you and several other companies had done the same because you deny claims that you should be paying. That made it difficult for your contractors. I had already waited a week for AC because you couldn’t find anyone sooner. It got cleared up but now I’m shopping around. Made me nervous.
6 years ago
Reply from Choice Home Warranty
We regret to hear that you were not satisfied with the services we provided. We are committed to providing a positive customer experience therefore, we appreciate your feedback.
May. 20th, 2020
Sylvia Thompson Jacksonville, FL
Samething (Ac at Rental) breaks down and called them. We were told that it had some type of leak, I needed to have a leak search done to see where the leak was coming from (that cost me 189.00 out of pocket) was then told rust and corrosion. I didn't see that, but was then told that it was not cover, after they got my 189.00, It's stressful trying to talk with them. They are somewhat rude, right on down to the supervisor/managers.
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.
Our policy covers mechanical failure due to normal wear and tear. 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.
Our policy covers mechanical failure due to normal wear and tear. We encourage all of our customers to review their coverage.
May. 20th, 2020
Lisa Ellerman Pahrump, NV
I have had Choice Home Warranty for a number of years and LOVED them.... They were never late to take my payments out of my checking account, nor did they have any trouble using terms like "repair or replace", "qualified technicians" and "piece of mind". However, this "love affair" all changed when I submitted my very first claim. Suffice it to say that although I had paid thousands of dollars in premiums, when it comes to filing a claim, Choice Home Warranty will literally fight you at EVERY turn. I have now had the misfortune of attempting to get 3 claims mitigated thru CHW. What a nightmare! As soon as you make a claim the fight is on. First they will tell you that "yes, the refrigerator is covered, but, you did not buy the extended warranty that covers the ice maker". You know, the extension that the person selling you the policy NEVER mentioned. Then you will move on to "congratulations, because we cannot repair your washer, we will be replacing it. CLICK HERE for our cash offer...$299.99... What the???? In what alternate universe can you buy a new washer for $299.99. You might be saying that they must be considering depreciation??? I could almost live with that, but, no. This is "wholesale" without delivery. Yep, they will give you a wholesale price that you cannot possible purchase a new washer for. I argued up this amount to an impressive $349.99 and then was told that my check will be sent in 30 days. Ugh!
Moving on, let's discuss the technicians and their unwillingness to make ANY necessary repairs. It took 4 trips to get our refrigerator fixed and we are on our 3rd attempt at resolving a toilet leak. In hindsight, keep your premiums and put them in the bank. I could have repaired any issues on my own if I had done just this. FYI, don't give too much credibility to the reviews on CHW's website. ALL of these consumers were either paid $40.00 or given one free month's warranty for their positive reviews. Guess I won't wait for my $40.00 or free month.
6 years ago
Diedra K Waddington Harvest, AL
I am so deeply disappointed. My ac stopped working on May 2. The first tech never showed up. The 2nd one did and he was great. Unfortunately, Choice did not cover that repair but thought they were generous in offering me $300. I had to pay $2,445 of my own money to complete the repair. This whole process took 2 1/2 weeks and my house was 89 degrees. I am a senior on SSN and have asthma which was a real concern for me. I have had the ac unit serviced every 6 months since 2009 and all repairs completed. That meant nothing. The worse part is that they told me over the phone that the compressor would be covered - that was a lie because they used the excuse I have seen in all the reviews - rust, leak, blah, blah. Please read the fine print of your warranty and don't believe what they say on the phone. My tech sent photos and there was no rust connected with the compressor. Didn't matter. Thank goodness it is fixed but at my own expense.
6 years ago
Carlos Hill Rineyville, KY
I called for the EXEMPLARY PLUMBING SERVICES, I had at home with my pluming being backed up. The next day they sent a supposable a professional plumber to my house I was at work and my wife call me to stat that it was a unmarked van outside and a guy in sweatpants and t-shirt which I think is very unprofessional, My wife at first was scared to answer the door I told her it was the plumber that Choice warranty sent? At this time we went ahead and let him started trouble shooting the system because I had water backed up in the house leaking , now its gets worse my line need to be snaked and he don’t even have one with him , now he have to leave and go rent one, 2hrs later he return and starts to snake the line outside to unclog the line outside I ask him how was it going and he says in a negative and smart way he doesn’t know what’s going on at this time I told him it was the wrong answer for a person in his profession he said we can get someone else but my wife already paid him the $45 service fee so I started helping him with the machine he rented it did remove some of the clog but was having problem with the line on the rented machine so he just gave up and said that the rented machine have to be back by 5pm which is not our problem and he said we might need this or that. Overall problem still not fixed and I call a professional and they stated that it sound like the pump in the sept tank is not working so we will have to now spend more money on something that could not be checked by the plumber that Choice Warranty sent. This was horrible service and I can’t believe this because we picked choice warranty because they strive on customer satisfaction
6 years ago
Lorna Ching Chesapeake, VA
After 20yrs with another company I switched, signed up for 5yrs and had my Mom change as well. WORST DECISION EVER. In the 8 months I filed 2 claims. The first time it took almost 2 weeks to get a provider. When the company showed up, I was afraid. 4 men came to change out a switch. They smelled like a tobacco company. With the second claim I tried to change the hour so u could take off work. The provider said he didn’t have any date and wouldn’t even look for another slot. I called cust svc and was on hold for 40 minutes. 30 minutes into wait , I called Sales using another phone. The supervisor said he would change the date. Now here is the kicker: I asked if he could share with someone how long of a wait it was to get through to customer svc. They could still hear the hold recording as he was talking to me, but berated me because he handled the problem. I asked if he thought being on hold that long was acceptable and he said yes. I don’t care about paying the $50 cancellation fee, this is a bad start
6 years ago
Jillian Lee's Summit, MO
We’ve dealt with other companies in the past with no problem. When purchasing last year the price was right but has been nothing but problems trying to get a plumbing issue fixed. They have scheduled multiple people to come out that don’t show up or have complaints with the BBB. One person told us the problem was the fixture that of course was not covered and now we have to tear out our shower/tub in order for them to see if they will consider fixing it. It seems as though they have so many loopholes in their contract in order to get out of fixing anything. Also, dealing with their customer service is a nightmare. They are rude once you wait over 20 minutes to get someone on the phone. Please, please, please do yourself a favor and go elsewhere with your business.
6 years ago
Aliye Cullu Ocala, FL
I agree with every negative review. I have been given the runaround every time I've placed a claim. I had to pay out of pocket for a plumber who said that my toilet needed to be replaced. Choice sent a different plumber out who replaced the tank mechanism, and it still wasn't repaired. Also, they wouldn't repair nor replace my HVAC unit, so I had another out-of-pocket expense of $5,000+. Now I have a claim to have the lid switch replaced on my washing machine that has been postponed twice by the repair company. I will not renew my contract with Choice. I strongly advise anyone who is considering this company to stay away.
6 years ago
Charles Claremore, OK
Choice is initially cheaper than most other Home warranty companies but not in my case. I had 3 very frustrating claims with them in one year.
1. On my furnace I had a step down xfrmr go bad. The contractor the sent out installed a new one but as soon as he applied pwr the new one burnt out and he claimed there was a dead short somewhere and we would need a new furnace which would not be covered because the furnace support structure showed evidence of "rust or corrosion ". Turns out, he wired in the new xfrmr backwards . Choice would not re-assign or send another contractor our at my request so It cost me $185.00 to hire another company to fix this mistake and Choice would not assist in reimbursment.
2. My A/C was not cooling and the "A" coil was freezing up. The problem was low freon because the "A" coil was leaking at a COPPER tube solder joint. Choice said the repair would not be covered because the leak was caused by rust and corrosion. (This is the same rust and corrosion that as found on the galvanized metal "support" structure, or frame, only. The technician also reported that while rust was present, it was NOT the cause of the leak in copper tubing but Choice still refused to cover any repairs because they had pictures of rust and the contract said they are not liable for issues caused by rust or corrosion. I reminded them that the rust was only on the galvanized frame. NOT on any functional portion of the unit. Bottom line, they would not cover the problem. I once again had to hire another contractor on my own to repair the leak. (oh, Choice also has a very low limit on how much freon the will pay for. YOU are responsible for any amount required over this limit as well as paying for a leak check if one is suspected.
3. When I had a dishwasher control panel go bad on a Maytag, they would not cover the repair because they said the problem was caused by moisture shorting it out and that there must be a mfg defect allowing the moisture t get to the panel located in the door. Once again I either had to hire another repair company or an attorney but that would have been more expensive and drawn out.
When Choice called me to renew (an annoyingly amount of times) I kept explaining my concern and asked to see the NEW contract so my attorneys could review it before I would consider any renewal. At this point the representative became belligerent, said they were not willing to do that and he hung up on me. I guess the word "attorney" must have set him off.
6 years ago
Carmen Catanese Avalon, NJ
Fortunately I have not had the need to use Choice to replace or replace. I am only going on feedback from friends. Their sales associates are very good, not pushy and explain Choice's benefits.
6 years ago
Gerardo Pulido Cedar Park, TX
A REVIEW HELPS BUT WITH HOME CHOICE WARRANTY WE NEED TO ACT PLEASE PLEASE take a minute to read and make a difference we need to do something 843 Negative Reviews I just became 844 same story denied claim, ALL OF THE EXCUSES IN THE BOOK NOT TO ACCEPT THE CLAIM. I see the pattern mine was like this and reading the other reviews it goes like this
1- They contract with small contractors all they need is to have a Business Bond Insurance and a license for AC, PLUMBING, ELECTRICAL, etc etc it's like a UBER THEY SEND YOUR REPAIR OUT AND WHO EVER GRABS the work order is who they assign to you, a company that you have never heard of. They send you a e-mail telling you how to contact the assigned company, in most cases the appointment never the same day (2-3 day good luck on that AC not working or what ever urgency matter stopped working issue you have )
2- The Company assigned technician arrives he collects first the 45.00 service fee here is why, because he knows you are going to be mad from previous experiences.
So he goes and looks at the problem he starts the call to HOME CHOICE WARRANTY he gets them on the phone tells them the problem in a private conversation, then the technician ask that they want to speak to you, so a so called specialist introduces him or her self and makes a decision with the technician on the phone, on speaker asking for you to be listening with out even accessing the issue they deny your claim 99.9% of the time, they say it's a pre existing condition... What just happen? You just got scammed out of 45.00 dollar call fee that you paid for the technician showing up not his fault right? .... he is just doing his job he maid 45.00 dlls in less then 10 min they are also in the scam!!!!!
Are we just doomed to be a victim of this HOME CHOICE WARRANTY COMPANY ?? or is there something we can do about it?? BBB WHY ARE YOU NOT PULLING THEIR LICENSE TO PRACTICE. I feel so helpless when you become another victim of this HOME CHOICE WARRANTY dishonest company with the same line and tactics they are misleading and false advertising . BBB please help the consumer, help me pull their license to practice, you have enough complaints read them, see how they have a pattern, the stories are the same it looks like they all have the same training, not to do anything for their policy holders, and deny all claims we need to do something.
VICTIM OF HOME CHOICE WARRANTY OPEN A COMPLAINT WITH THE BBB ONLY THIS WAY WE WILL STOP THEM. On the Left top corner it says File a Complaint in blue letters you need to take a couple of minutes please, please or call BBB only this way we can STOP THEM AND MAKE A DIFFERENCE ..
6 years ago
P Frazier Stafford, TX
DO NOT spend your money with Choice Home Warranty!!!
We are in the third year of of a 3 year contract that the salesman talked me into. We have had 5 claims in that time and have not had 1 that was easy or problem free. In the first year and a half we would call or make a claim on line and the CS rep would set up the Service person to come out at our convenience. In the last year they have gone to an Automated system that just sets up an appointment with some NO NAME provider by email at a time and date with NO regard to your schedule, and then you have to spend your time trying to get it reset!! Many times the Provider never shows up and it's a company you can't even find on the internet, so no way to know who's going to show up at your door. (NO Name - No web site, identity on the internet, BBB, etc) Examples:
1. Electrical outlet - four outlets above the counter all in a row, all tied to a GFCI not working. An Electrician came out, we showed him exactly where the problem was, what was happening, he said, "no problem". He went directly to the fourth outlet, replaced it, reset the GFCI and all came back on. 15-20 minutes of work. He went out to his truck and came back with an invoice for $295!!! My husband asked him what the exorbitant charge was for, he explained $45 service fee and $250 for "Tracking and Diagnostics"!!! He did NO tracking or diagnostics. We showed him exactly where the problem was. We made a complaint to CHW and they backed their vendor.
2. Washer not cycling properly (front load, 6 years old) made the claim and two nice young guys arrived. Had to lift the Dryer off to work on the Washer. **They told me to go about what I was doing and they would look it over.** When I went back to check on them one was on UTUBE trying to find information and the other one was on the phone getting info from the manufacturer!! They said they'd have to come back with parts. I was charged $45 for the service call and $100 for "ACCESS" because they had to lift the dryer off. This happened 3 more times and they never could get the washer to work properly. CHW refused to send anyone out to get a second opinion and said, if we kept the washer it would NO longer be covered under the warranty. CHW paid us $399 less the $145 we had already paid for the washer. We think the service people were getting the parts paid for by CHW and NOT installing them on the washer, and keeping them for their own business, making it look like our washer couldn't be repaired.
3. Electric outlet smelled hot - it took 3-4 trys with the ridiculous automated system to get someone out. Again a company with no presence on the Internet and no way to check them out. The young guy checked it out and told us it was the switch above the outlet and in order to fix it they would have to cut our sheetrock, etc. We were charged $45 for the service fee $50 for ?? We've never just paid the $45 for the service fee, there have always been additional charges. He said their company would put in a claim to CHW for the repairs and they would be in touch when approved. We never heard back from the vendor or CHW. My husband made many calls and niether seemed to have an answer. Finally we were told by the vendor that CHW denied the claim because they don't cover "re-wiring". My husband was treated very rudely by CHW and the vendor. We called a reputable Houston Electrician. They came in and chuckled at what we had been told. They snipped the wires, put the wire nut back on, installed the new switch we provided and charged us $82, which I'm still trying to get back from CHW.
These are just 3 of our 5 experiences. We are completely disgusted with our whole experience with CHW and would never recommend them to anyone!!!
6 years ago
LOURDES E SOTO Tavares, FL
I selected Choice, coverage the cost were convenient for us. We request a policy for one year, according to the price we can pay. The sales representative offered very good options, for longer and lower long-term costs. I explained that for the moment we only want to pay the policy for one year. Although he was kind, he insisted too much to the point of annoying, anyway he wanted us to buy the policy for more years. As much as I explained that it was not within our reach to pay a larger amount of money, he got upset and hooked the call. Immediately he called me again and then I sent the policy for one year, via email, as I requested at the beginning of the call. He insisted to the degree of harassment. No client likes to be forced to buy what they do not want or can not afford.
6 years ago
Abi Mohan Trumbull, CT
Easy transaction. Choice cut no corners to making sure my appliance issue was resolved. Prompt response and quick dispatch of service tech. I highly recommend CHW.
6 years ago
Shelly Cherner Alpharetta, GA
I have had a Choice Home Warranty (CHW) since August 28, 2016, one main reason is that I live in a 20 year old home with the original air conditioning (a/c) units. The a/c units work, but sometimes in peak heat season they struggle to keep up. So right after I got my warranty I had CHW come out, they determined that it was low on refrigerant & put 1.5 lbs in (Band Aid). It worked but now, about 2 years later the same issue has come up. CHW sent out a technician who said the unit was 2 lbs low on refrigerant and he requested their approval, they denied it. They now require a leak test, but they won't pay for it. The technician told me that a leak test was not normal procedure for his company when refrigerant was only 2 lbs low.
So I call in. Had a very frustrating time with first a Claims Supervisor "Tyrone" who was of no help, then a Resolutions Manager "Precious" who was clearly trained to resolve issues in her company's favor/to dispute paying-period! She had a very sharp tongue. She was rude, spoke over me, etc... I asked why a leak test was required when the technician said it wasn't, she claimed their in house technicians know better, yet this is who they sent to me. She said they don't want to put a "Band Aid" on the problem, she also told me that I was welcome to pay for the refrigerant on my own, oh thanks Precious, that's such great advice to your customer!
I have paid $37.83 every month for the last 21 months, why don't you pay now when I am needing the service? I'll take a Band Aid!!! Now they think more diagnostics are needed, but why didn't they in 2016??? Simply adding coolant was ok then, why isn't it now?
According to the U.S. Dept. of Energy, unqualified service technicians often fail to find refrigerant charging problems or even worsen existing problems by adding refrigerant to a system that is already full. So if the technician CHW sent to me yesterday isn't qualified enough to say it needs 2 lbs of refrigerant & to say that a leak test isn't necessary, then it's just as possible that the technician that came in September of 2016 wasn't qualified either, and maybe he worsened my air conditioning units by adding coolant when they didn't require it? So CHW’s “Authorization Team” is very subjective, based on minimal payment????
So right now, the technician says that I need 2 lbs of coolant @ $95/lb, so that's $190 that CHW is refusing to pay. I paid the technician $60 to come out. A leak test is $125. So if I pay for the leak test I will be out $185, THEN who knows what CHW will do????????? Somehow I think they'll find a way out of paying for anything further.
All in all, I'd be better off not dealing with CHW and paying for the technician and service on my own, just like Precious advised me to actually!
Guess what else Precious informed me of? She said that in 21 months they've paid out more for me than I've paid into CHW, but they aren't like other warranty companies that drop you at this point, but really isn't that what's happening? I'm certainly not being supported.
6 years ago
Esther Pratt Baltimore, MD
Had a horrible experience. All my food spoiled twice because the first technician they sent came two days later and took my money 183 dollars and never came back. Called CHW again they sent me another technician and had to wait another two days other food spoiled and that one never showed up after he confirmed three times. Finally had to find another company to fix my refrigerator and sent the bill . The adjuster did not read what the first person wrote and deducted the copay from what they owed me I had to call again to get that taken care of. I Iost over $400.00 worth of steak s and chicken. CHW does not reimburse for food lost what a shame I called in March it tock them until almost one month to give me the ok to get my own technician to fix the problem in April
6 years ago
Helen Ginden Overland Park, KS
Choice Home Warranty is by far the worst company I have ever used. They use any excuse possible NOT to cover your home appliance. They have a D+ rating at the Better Business Bureau with many many complaints. Check it out. Here is what the BBB has to say about CHW:
June, 15, 2015 NEWARK – Edison-based CHW Group, Inc., which does business as Choice Home Warranty, has agreed to pay the State $779,913.93 including consumer restitution; revise its business practices; and retain a compliance monitor for at least one year under a Final Consent Judgment resolving the lawsuit brought by the New Jersey Division of Consumer Affairs in July 2014 against the company and its current and former principals, Victor M., Victor H. and David S.
The Division’s Complaint, filed in Superior Court in Middlesex County, alleged that CHW induced con0sumers to buy the so-called “home warranties” – which were actually service contracts – by stating they offered “comprehensive” coverage. The Division alleged that CHW then used deceptive tactics to deny consumers’ claims, such as denying claims if the consumers were unable to submit multiple years’ worth of maintenance records. As a result, consumers who paid hundreds of dollars for CHW’s “warranties” were required to pay out-of-pocket for air conditioning, refrigerator, or other repairs that were purportedly covered.
The Final Consent Judgment requires Mandalawi, Hakim and Seruya to execute Confessions of Judgment, enabling the State to seek payment from them in the event CHW fails to make the settlement payment.
6 years ago
Richard Manassas, VA
If this can be minus 4 stars it would be. They do not cover what they say they will in the contract. HVAC system, 450.00 for a leak check...no leak. The Contractor said the compressor needed to be replaced. CHW denied the covered system because of a leak, where there was no leak. Cancelled my 5 year contract just 20 months in...and got hosed on that too. $1875.00 for a 5 year contract comes out to $31.35/mo. They charged me 41.67/mo. So instead of getting $1200.00 ($1250.00-$50.00 administrative fee) they say I only get $949.93 back. Swindlers all the way around, and extremely rude during the cancellation discussion. NEVER AGAIN...STAY AWAY FROM Choice Homeowners Warranty!!!
6 years ago
LeaAnne Kelley Henderson, NV
We had our hot water tank start leaking water on the weekend. We had to shut off water to the house. We contact Choice Home Warranty and after three appointments they send someone out on Weds. to be informed that they cover all the components inside the tank but not the tank it self. So when you see the check mark in their advertising that they cover items they list it borders on fraud. Now how do you say you don't cover the tank of the hot water heater but show a check mark saying you cover them. BEWARE DO NOT USE CHOICE HOME WARRANTY. I am going back to America Home Shield and pay the extra not to have a worthless warranty.
6 years ago
lucille cunningham Locust, NC
I purchased the plan because I wanted to ensure any unexpected breakdowns of my appliances would be covered. I had the plan 6 months and my oven went out. I called in a claim and they sent out a technician. He told me that I did not have enough power to support the volt needed. Had to pay 60 dollars for that advise. then they arranged for an electrician 3 weeks later to come out. He says that there is plenty of power. Again, had to pay 60 dollars for that advise. I felt I didn't need to pay that because I had already paid a technician for the wrong recommendation. But if I did not pay he (The electrician) would not refer the work back for completion, It has been 2 months since this claim. Still oven is not working.
I called today to see if they are sending the first guy that came out because that's what they told me they would do and the girl notices that I am past due 1 payment. she says there's nothing they can do unless I make payment. I told her that the claim was past due and they haven't kept there commitment. This is by far the worst company to deal with. be careful, I am out money and will have to probably purchase a new stove. I'm ok with that, I'm not ok with anyone else getting stooped by this company. I'm not ok with the false claims to take care of appliances when they go down and your in good status. The people that I spoke with since this has taken place will not be subscribing to Choice home warranty because they simply refused to be let down.
6 years ago Edited September 14, 2021
Vincent Cruz Brunswick, GA
Had drainage problem and leaking bath handles, plumber was sent and assessed the issues. Leaking bath cartridges; not covered, broken toilet flange; not covered, septic tank needs to be emptied; not covered. :-(
Called CHW, spoke with a supervisor "Ms. Patty" who was more than willing to help resolve the septic tank issue. Thank you Patty. :-))
6 years ago
Azian Washington Columbia, SC
This is the WORST warranty company EVER! The first claim was not covered because we were told we used the wrong description on the claim and they would not allow us to resubmit for the same issue under the "correct" type. This cost us $389 in service fees. The second claim was for our hvac unit. We were told that we had to pay out of pocket for a "line test fee", in addition to the $45 service fee. Prior to paying for the test fee, we called and specifically asked if there was a chance our claim would not be covered if we paid for this test. The rep assured us that would not be the case. She said that even if the issue was not "covered", they would pay for up to 85% of the costs to repair or replace the unit because "we wouldn't do that to our customers ". We paid for the test and were then told that nothing would be covered. We spoke with Marvin, a supposed supervisor, and he just repeated why the claim would not be covered. When we informed him of what the previous rep told us, Marvin tells us that she was "just a customer service rep" and was not in a position to make such an offer. He went on to state that her account notes didn't match up to what we said. He assured us they would request to "review the call" but that we were still responsible for the cost of the repairs. He offered to waive our next service call fee. When I pointed out that this was the second claim they had denied and that there was no reason to think they would honor any other offer or claim, he had the nerve to say that "we cover 87% of our claims. Your next claim may be approved.". Seriously, DO NOT use this company. NO ONE was helpful AT ALL. They are duplicitous charlatans who essentially steal your money.
6 years ago
Mary Day McCordsville, IN
Although they are cheaper on the front end, buyer beware! The sales team will tell you they replace if they decide not to repair. In depth, the claims team replace price is based on wholesale, but they are no longer in the business of actually buying at wholesale but giving cash back instead at wholesale, leaving you to foot the bill between wholesale and retail. Could that be false advertising??? How do they replace at wholesale price when as a business you are no longer getting at wholesale cost?
Furthermore, the "grade" of your replacement is based on "age", not similar capacity, features, or efficiency as stated in the contract or at least they don't respond as such when questioned by the Better Business Bureau.
And that's just one claim. We're still waiting.. 30+days for contractor to "call back" to finish another repair.
6 years ago
Rhonda Randolph Jacksonville, FL
I called this company to send someone out to repair my refrigerator (supposed to be repair or replace) . The technician was not knowledgeable of my system and kept hitting and missing as to what the problem was. He made an uneducated guess as to what it could be and reported that to the company. I was told that my problem was an internal electrical problem and this is not covered under my policy. Its been almost 3 weeks without a refrigerator an what we had in our refrigerator was spoiled. CHW did not care they made me feel as if my problem was not serious. I did go out a purchase a new refrigerator and had to go through hoops just to cancel this so-called policy.
Please do not purchase a warranty from this company. Their techs only know basic fixes if it's too complicated and it can't be repaired by their shade tree techs replacing the item will be like pulling teeth. Customer service reps will hang up on you. They will show you just how much they don't care about your needs. I have only been with them less than 1 year and have cancelled my service. The rep appeared upset that I was cancelling my service.
6 years ago
Janie Betley Mesa, AZ
Was at xmas time and the washer went out. Called for service call. After two days they called back to tell me they did not have a repair person, but I could get it a service person to fix it. Called them when I located on and they said they would have to call them for the repairs. He called them and told them what was wrong and they said to go ahead and repair it to him. Repairs were high so I called them again and asked if they were sure this was going to be taken care of . They assured me it was all taken care of just to send them a copy of the bill. I sent them the bill of over $500.00 and they said they would only pay $125.00 of it. They are not true to there word and would not even try to resolve this. Buyer beware. They will not replace the appliance. They will only pay you a portion for a new one.
6 years ago
Lawrence J Baudino North Las Vegas, NV
I was very pleased at the knowledge of the representative I talked to about the services and discounts offered. She answered all my questions completely.
6 years ago
Tonya Pillow Atlanta, GA
Buyer Beware!!!! This is the absolute worst HW Company. Typically when using warranty companies your insurance that you typically only use maybe every couple of years. I don’t mind how the HW companies work as long as I’m able to have peace of mind that I’m covered should I have something happen. I’ve filed 3 claims over the years I’ve been with them and 2 were denied for what were BS reasons to me (stating maintenance company was not reputable. Funny thing is I used the very company they sent out to maintain my unit. ? In addition the customer service (CS) folks I’ve had to deal with have been the most rude people I’ve had the misfortune to deal with. I’m writing this today because I’m fed up...I just had a CS supervisor hang up on me after she told me she was about to hang up! When I called back before I could get my recount of the situation out the Rep stated that I would never be hung up on because it’s against their policy...I immediately interjected to tell her the rude rep advised me she was about to hang up!! Her response was “Oh”!!!
6 years ago
Mary Tolleson, AZ
Every claim that I have made they have found a way not to cover it. Their representatives from the resolution center and above are rude and do not care about the customers. I asked many questions when looking for a warranty company about what is covered and what is excluded and was not told what is actually in the contract. I would recommend reading the their guidelines very carefully and doing your research on other companies that have pleasant customer service representatives that actually care and a company that you can count on to give you peace of mind because Choice is not that company. I will not be renewing with them and not be recommending them because I would not want someone to have to deal with this frustration that I have had to deal with.
6 years ago
Patricia Palmer Huntsville, TX
The technicians were Latino and one could not speak any English. They fixed the leak but removed a piece of the skirting on my house and then could not get it back in place so they put a piece of plywood over it. Needless to say I am not happy about that. The technician was too large to fit in the crawl space. Also I do not understand why you always send service companies from Houston area that is 75 miles away. We have numerous companies in Huntsville/Conroe area a lot closer.
6 years ago
Kerry young Purcellville, VA
Just applying for this home warranty was a "Mr. Toad's wild ride!" Started with the website, where I completed the blanks, with a review for changes page at the end. But I couldn't change the autofill for the city - Hillsboro instead of Purcellville with a zip code of 20132. Since it stated it was the location of the warranty I called to have it corrected. Difficult to reach a person, but you could leave your name and number. Tried to get sales or customer service but reached the wrong station and they gave me the phone number to call, they couldn't transfer me. Nice! Left my name and number, again. Finally talked to someone who emailed our warranty and is mailing it as well. So I went to my email to see if it was there and it was, along with an email from Choice Warranty stating we could have the service call reduced to $45 from $60 if we bought a warranty. So I called back and had to leave my name a number again to later find out they would give us the 25% discount we should have gotten when we bought the warranty in the first place. A couple of the emails addressed me as "Mr. Kerry" my first name, when it should have been "Mr. Young." So between autofilling the wrong city, waiting for a service call back several times, abusing my name and having to ask for the service discount we are holding our breath to see what happens when we report the need for a servicing/ replacement.
6 years ago
Richard Thomas Punta Gorda, FL
Inquired via internet on getting info about their warranty. Since then, virtually non-stop several times per day the phone rings and it's Choice. This despite 3 times in last 2 days I told them I am not interested and not to call. Lastly, before you buy read the agreement for every item they claim they will cover. There are more exclusions and excuses which give them a reason NOT to pay or limit your claim. One example, Choice versus Amer Home Service coverage for refrigerator. Amer Home states All Components Covered. Choice covers the cabinet and compressor but specifically excludes all other components such as, ice maker, water dispenser, seals, controls on and on. Looked at several other covered items and it's the same. Choice excludes the most important working components that might be subject to failure and then says they can off you their estimate of what it is worth. Scam artist akin to the guys that sold aluminum siding in the movie "Tin Men"
6 years ago
Adewale olosunde
The website was pretty easy to use. I was contacted by an agent immediate I entered my information. The agent was friendly, courteous, and professional.
6 years ago
Judy OConnor Northbridge, MA
You will notice that 5 stars are from those clients that have just signed up and haven't been through a claim process. Those of us that are trying to get problems fixed or are arguing what exactly is included in a septic system are placing negative reviews. This company is a joke.....there is no follow through. Every time you call to follow up on an issue you are talking to a different person. Requiring repetition of the issue every time you call. Most of the time the person you are speaking with has no electrical or plumbing knowledge, yet they will argue with you and talk over you and won't listen. But they have the company motto down pat......."that's not covered ". I would not normally write a negative review but in this instance I want to save others grief and aggravation. This company does not deliver.......read the reviews and read the reviews of the repair people they are sending out.....a real eye-opener. They are quick to sign you up and take your money, but actually getting work done a different story. They are ignorant and rude. Most of the time you are on hold, waiting for them to check with another person..... " Sorry, that's not covered by your policy". This is a scam. BE WARNED!!
6 years ago
Nancy Wallace Windsor Mill, MD
After a horrible 17 yrs with AHS, I found the assistance and support that Phil gave me was wonderful and am looking forward to many yrs with your company
6 years ago
Aimee Lincoln, NE
This company does not do what they say they will. It takes well over 24 hours to have "their" technician call, "their" technician charged them for a water pump that he didn't install (I informed them, they didn't care), it doesn't matter if it is an emergent situation - their response time is slow, they cut corners, and try to avoid paying for any claim.
In two years of paying premiums, I have had three claims. One for a leaking washing machine that turned out to be the sink next to the washing machine. I had to pay two service calls because the first technician they sent told me it wasn't the washing machine and didn't check anything else. When there was still water on the floor, I checked under the sink. When I called back and told them it was part of the original problem, they told me I would still have to pay another service charge.
I have had two claims on my furnace. The first one occurred during the winter. When I called Choice, they told me they would have somebody call me within 24 hours. They have no emergency service. I told them in my part of the country one cannot go without a furnace for more than 24 hours. I was informed I could call my own company, I could submit the bill to Choice and they would reimburse me. This actually occurred and I was reimbursed.
The next time my furnace broke, it was supposed to be below zero degrees. I came home from work at 6 pm on Friday to find my furnace wasn't working. Again, they told me I would hear from someone within 1 business day. I asked if that meant Monday - they said yes. Again, I told them I could not go without a furnace all weekend, as it was supposed to be very cold, and my house was already 50 degrees. I asked if I could call my own company. They said yes. My furnace company came that evening and wired it so it could work while they ordered a part. They received that part on Tuesday and came and repaired it. In the meantime, their technician called me Tuesday afternoon and told me that they could be there on Friday (yes, one week after I called). I informed them it was already fixed. I called Choice to submit my bill and was told the rules had changed and the Repair company had to submit the bill. I had the company do that. I have now been informed that since they did not obtain prior authorization to do the work, they will not reimburse me. I told Choice that the person I spoke with on Friday evening had told me I could call my own technician. The representative informed me that doesn't mean they had approval. The company was supposed to call after they diagnosed the problem and get permission. I asked what hours there was somebody there to get approval from? Not on Friday evening. Saturday morning and hours during the week.
6 years ago
Buyer Be Aware Seagoville, TX
The sales reps, claims, customers service, well actually every person I’ve spoke with are pushy, ignorant, rude, and they Do Not understand the word ‘Customer Service’!! It is the very worse company I’ve Ever had to interact with Ever! When you submit a claim, the contractors Never immediately repair the issue on the day they come out. They take pictures of the item(s) that needs repaired, then they have to submit it to CHW for approval. IF Approved by CHW which is highly unlikely in the majority of my claims, you have to wait for CHW to contact you first. If approved, you have to make another appointment with the contractors to come out to repair the item. It’s a long drawn out process. It takes a few days to hear back from CHW to get an answer on your repairs, if your lucky enough to get their approval. Again CHW reps are the Very Worse people to talk too, they are so Very Rude! I’ve been with them for a year! When my contract is over, I will Not sign back up with them Again! Buyer Be Aware! Read All Reviews that have Actually Placed Claims with CHW! Review the Better Business Bural Reviews on the Company. Call and speak to their sales reps if your brave and strong enough to say No, just to get a feel of their Customer Service attitude. Read the Contract in Detail, it’s a pain to do so But it Will Save you money in the end! Good Luck!!
6 years ago
Carol Scurs Cypress, TX
I purchased a three year plan and paid up front to get 3 months free. My husband had a heart attack and I knew he would not be able to fix everything that happens at our old house. We actually did not use it the first year, but the second year our AC broke down. The repairman came out and it was partially covered. We had the AC cleaned and maintenanced and the guy actually sprayed our avocado tree with the solution and it died. It broke down again about 6 months later, and repaired. Then again 6 months later which took 4 days to get the repairman and the part when it was over 95 every day. Each time, the AC was maintenanced and fixed. CHW paid for part of it each time, but not all of it. This time, they don't want to pay for any of it because I can't prove that it was maintenanced for the previous 10 years. The rep was rude and talked over me constantly saying the same thing about evidence of maintenance. I told them that I have only been using them for 3 years and that I had not kept every receipt for 10 years. The repairman was super and I discussed a new AC since it was repeatedly breaking down and 25 years old. I am now using the repairman to maintain the new AC that was put in and will never use a home warranty rip-off again. All they do is call their approved people. I would rather make that call myself and save $1289 that I paid for 3 years of poor service and partial payment of a call out fee. I tried to cancel, but the "fee" to cancel was a lot more than $50 they are showing. The remainder of the months I had left (about 6-7) was not enough to cover the cancellation fee. I told them to keep it and stop trying to get me to renew because it would never happen.
6 years ago
Ronda Steers Midlothian, VA
The Rep was very informed with the information he was selling me on. He was friendly and a few times I stepped him while talking and he was polite when I did.
6 years ago
DAN MORALES Knoxville, TN
Purchased warranty 12/27/17 0n monthly payments. 5 days later i get a phone call from the sales dept that if i pay it in 6 months i would get a free month i figured no problem . Called in on 3/4/17 to put in a claim , service guy comes out no problem 3-5 days and will have part. 2 days later choice rep calls and tells me its not a warranty item after they knew up front what it was . So i have been calling twice a day since 3-4-17 leaving messages and no has returned my call all i want is to cancel and get my money back and that doesn't seem to be happening because i cant get them on the phone to cancel. had to cancel my credit card so they wont do and auto pay. This Company SUCKS i am out $350.00 plus all the time i am having to go through to try to cancel
6 years ago
Carol Round Grove, OK
I do NOT recommend Choice Home Warranty. While their prices may be inexpensive, their customer service is horrible. It took six phone calls in one day to get an answer to my refrigerator problem. While it was finally resolved, the problem is a lack of communication between departments, but I wasted almost an entire day on the phone with them. I decided to switch companies and had to get angry with Ryan--a retention employee, who kept trying to get me to give the company another chance. I repeatedly told him NO and said I'd already switched companies. He was rude and arrogant. I don't lose my temper very often, but I lost it with Ryan.
6 years ago
Maynard Sylvester Ostrander, OH
When contacted by home warranty I found them to be upfront and honest. They explained all parts of the plan and the discounts advisable to seniors . I did not feel any pressure to purchase but did so based on my needs.
6 years ago
Jack Cooper Waverly Hall, GA
The amount of information provided as well as the personal interaction was extremely helpful in making my decision to go with Choice Home Warranty! Thanks!
6 years ago
Minthia Beason Concord, NC
The service representative Michael W. was very professional and very helpful . He explain what the warranty provided in detailed which helped decide to switch to Choice.
6 years ago
jeff Rosenfeld Henderson, NV
Horrible company. I have a goodman AC that stopped working. After waiting 4 weeks in the summer for replacement coils from Goodman we found out that they only replace units under warranty. Well they had to replace the entire Air Exchanger. MY contract read that if they cannot fix it they will replace it. After a $2400 charge for the unit Choice refused to pay or reimburse me. They stated lack of maintanancel. After I supplied them with 3 years worth of Professional maintannace from Silver State they stated maybe I should use another company. These guys are theives. They will not honor their contract. Do not do business with them.
6 years ago
Hoy Cox Springfield, GA
David was very informative gave me all the information that I ask for and he added so that I had not thought of very pleased with all the help and information that I got
6 years ago
Taieb Nassah Indianapolis, IN
I had them for the first time 2017-2018 , I call them to check my fridge , it took them 1 month to send a Tech, he check it for 5 min and charge me $60 for his visit, it took another month without calling me back, and I decide to call them back , they told me we can't fix it and we can't rplace it, so they prose to give $125 and fix it on my own, so I told them to give me a refun and she says I will charge you $50 for the cancelation, so I say yes I got the rest which was 375$, It was a waste of money and time.
I bought the same fridge from Used Appliance for $300 with one month warranty and it works very nicely. this company is only a fraud, do not buy a warranty from them.
too bad I have to give one star!!!!!
6 years ago
Eric Fond du Lac, WI
I called and bought the home warranty on January 4th of 2018, they have a 30 day wait policy to insure there are not issues with the home. The day my policy went into effect was February 4th eleven days later my blower motor on the furnace went out. Left for work it was working came home from work it was not, called and filled a claim. The next day a technician came to the house confirmed it was the blower motor called for authorization and it was denied. I called and spoke with the CHW and they said that it had to be a pre-existing condition and they would not cover it. I ask how they can consider this a pre-existing condition and they said because it failed eleven days after the start or my policy it had to be pre-existing. I told them they are crooks and requested cancellation of my policy with a full refund, he shot back with we want to make it better how about we waive all future service call deductable and give 100 towards the bill. This company is a joke they are nothing but criminals seeing all the other reviews on here that say pretty much the same thing makes me think there has to be so many more like think there should be a class action law suit on these pricks. I will be calling the BBB as well.
6 years ago
Sybil Longinotti
I was informed that I had an appointment with a vendor. I waited at home and he never showed up/. I called only to find outo find out that Choice had never made the appointment with him! Last week, I called to verify an appointment, nly to find out that again Choice had never contacted the vendor. This isTWICE!!
6 years ago Edited January 10, 2024
L. W. Payton Clearwater, FL
Joined Choice and needed their service on my hot water heater yesterday(2/13/18) because I no longer had hot water. They sent a plumbing company and I paid the $60 service fee. The plumber said I needed a new unit due to normal wear and tear. Well Choice denied the claim saying they only covered the mechanical part and the cause of my not having hot water wasnt mechanical, but because of the tank and they didnt cover it. I didnt know the tank enables the water to get hot. They also got very nasty with me when I questioned their logic. Its like I go to the doctor for
an organ failure but he wont treat me because the organ is behind by my rib cage and my insurance doesnt cover accessing it because of its location.
So I feel Choice takes your money knowing they will find a way to deny your claim. Just a BIG RIPOFF. I immediately cancelled .
Again very rude on the phone. My advice avoid CHOICE!!!!!
6 years ago
Mary Georgio Medina, OH
DO NOT BUY A WARRANTY with Choice!!! They deny everything they can and if you don't fight every decision they make, you will lose every time. They have denied three different claims on my air conditioning units, a hot water tank, a roof leak, a basement leak, and when they do try to give you a payout, they low ball you. That's another fight you have to be willing to make, making them jusify such a small payout. Try cancelling the policy and they will give you next to nothing as a refund. Just a HORRIBLE feeling every time I have to call them, makes me sick to my stomach knowing it's going to be an argument.
6 years ago
