Name: Choice Home Warranty
Rating: 3.8

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Christine Reeves Birmingham, AL

The service person, Micky, was great. But I needed a new dryer right away so I put it on my Lowe’s charge b/c you said I could get a Lowe’s e-gift card. But Lowe’s would not take an e-card to pay off the charge, only to buy new. I couldn’t wait almost a month for a dryer. You needed to tell me that I could only buy new snd I would have requested a check instead. So now I have a large charge bill and a worthless e-card. I called for assistance, and also left a message with a case manager, Brittany H, but haven’t heard back.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.

Sep. 28th, 2021

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Yolanda Mungia Lewisville, TX

Because they don't cover things like my air conditioning system, which I had to pay a lot for!! I regret having paid for the 3-year plan. Now I have a refrigerator that stopped making ice, they probably won't cover that either. If that's the case, I will cancel like I've been advised to.

2 years ago

Reply from Choice Home Warranty

We regret to hear that you were not satisfied with our policy. We are committed to providing a positive customer experience and we take all feedback very seriously.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.
We encourage all of our customers to review their coverage.

Sep. 28th, 2021

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Sharon Powless Green Bay, WI

Our refrigerator freeer was cresting ice when it should have been frost free. The service agent found the problem and solved it. Everything has been great since then.

2 years ago

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Sharon Thomas Richmond, TX

I received a voucher from Loews when my fridge went out. Choice does not provide a check, so you are not free to shop around for best deal. Also it takes a long time to get the voucher.

2 years ago

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Alethea Hyman Norfolk, VA

I had a great experience with them. They were polite and professional. They kept me posted with their timeline. They were very nice and cleaned up afterwards.

2 years ago

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Brittney Macon, GA

Fast, friendly and do what they say they are going to do. Haven't come across any fine print they don't want you to see. Fixed both my washer and A/C promptly.

2 years ago

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Barry James Tucson, AZ

Prompt response when filing a claim and very quick response when I requested NOT to have a specific company do my repair because of their poor customer service. Thanks

2 years ago

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Pamela Cowley Panama City, FL

Unhappy with service on my dishwasher. Didn't repair it and gave me credit to replace it. Which was a unfair amount. Now I as a handicapped Sr. Have to deal with finding one and having it replaced with money out of my pocket. And I really can't afford that. The role reason I bought this plan was so I would have deal with these issues.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.

Sep. 27th, 2021

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Charlotte Clauson Locustgrove, VA

Need to work on your emails to customers. If you send an email, explain what for instead of havin To log in and then go through your menu to find a simple yes or no answer. Way to difficult and time consuming.

2 years ago

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Tori Crawford Chesapeake, VA

CHW denied the repair of my HVAC unit after I joined because they said there was no way that problem could have happened since I joined a month prior. A month later my 2nd HVAC unit started making a noise. I submitted a claim. They approved it and sent someone out. That company found the problem and replaced the fan motor. Then CHW changed the claim status and refused to allow them to do a pressure test because they wanted proof of repair doe my first HVAC system which has nothing to do with this claim. Now they are making up false information about my 2nd unit and assuming what they want to instead of fixing my unit. What am I paying them for? I have a case manager but she just says the same thing the authorization team is telling her. I thought this was the best home warranty but seems like they don't want to fix my HVAC systems. If the case manager helps my situation then I will change this review.

2 years ago

Reply from Choice Home Warranty

We regret to hear that you do not feel secure with our company. Choice Home Warranty can assure you that you have our policy for all of the right reasons. We cover most mechanical failures that happen due to normal wear and tear on the main systems, items and appliances in your home.
Choice Home Warranty encourage all of our customers to review their coverage.

Sep. 27th, 2021

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Brenda Lee Raeford, NC

They Dont relly replace your aplance if it cant be fixed. We had to buy a new dish washer.Home Warranty us 300.00 to buy a new one.you cant buy a dish washer these days for that price. us $300.00 on a new one

2 years ago

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Kathy Rodriguez Wilkes-Barre, PA

Because rates have gone up without notice or any phone call. I have a contract my contract states that I'm supposed to pay 45.00 when a technician comes out but I have paid 70.00

2 years ago

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Linda Lee Madison, MS

Because they made two appointments for me. One was for a leaking refrigerator which was flooding the inside and outside. They made the appointment for five days later. I called and canceled the appointment and found someone who could come out immediately. In addition they made an appointment for some electrical repairs and when I called the electrical company to confirm they said they had not yet heard back from CHW for their pricing approval. I told them to come on because I had to have someone and I paid this out of pocket myself. I'm not very happy about my results so far and may actually cancel my policy.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.

Sep. 28th, 2021

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George Kalil III Miami, FL

Placed an order to fix my AC 6 weeks after initiated and company tried to negate stating it was an existing condition. Had to deal with a hot house for over a week as I battled through their departments to gain authorization authorization for needed repairs to make them realize their false accusation

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.

Sep. 28th, 2021

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Beth Terranova Mesa, AZ

For the most part, everything is great. There are a few areas that could have been easier - case manager said to call at earliest convenience, but didn't call back until our scheduled time. Overall, good service

2 years ago

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Jim Celina, TX

Great response in customer service. They've always been responsive to my requirements and I appreciate your timeliness and their efforts to do the job.

2 years ago

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William Oxford, MS

They often schedule unreliable companies to make the repair, and these companies often do not show up to make the repair, or once they make their first visit and collect the $65 service call fee, they won't come back for the 2nd visit to actually make the repair. I was without an air conditioner for over a month this summer as CHW attempted to schedule a company to make the repair.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services by our technician. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Vendor Relations.

Sep. 27th, 2021

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Arnold M Bein West Islip, NY

Bait and switch tactics. Their contractual warranty indicates that if a unit can't be repaired, they will both replace and install a comparable unit, or offer a cash in lieu of settlement. They offered me a prepaid Lowe's card for an amount which wasn't sufficient to cover a comparable unit and replacement cost. The case manager assigned to my claim never responded to multiple phone calls and emails, and those people who I spoke to in his stead assured me that a supervisor would be calling me back. Those calls never came, and my claim issue only got resolved after I emailed the entire executive leadership team. The settlement was only for another $50, which was still insufficient to cover a new unit and installation. It should also be noted that the initial offer of a Lowe's card prevents a customer from seeking the best cost effective deal as they're locked in to a single retailer. I received my settlement as a check after pointing this out to the Choice rep who finally got back to me, and insisted on their either paying me by check or prepaid VISA or Master Card.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.

Sep. 27th, 2021

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Amber Soules Katy, TX

Choice is great. The only area for improvement is in the speed and efficiency of the communication and steps between the local contractor and Choice Warranty. The process is clunky and takes a lot longer than it should.

2 years ago

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Otha Cordova, TN

I've been waiting since August 8th for repair of my refrigerator and the ONLY assistance I'm getting from Choice is them saying "we've called the technician and left a message for them to call you." If Choice can't get them, what makes them I can. No one at Choice can tell me how long I'm supposed to go without a refrigerator. It's currently September 15th.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.

Sep. 22nd, 2021

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Barry C Schwartz Las Vegas, NV

They provide me with a wide range of coverages for my Home and when I need to file a claim, they make it easy via online or phone and respond quickly with a solution.

2 years ago

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Chuck Campbell Jackson, MS

The guy that came to check air said freon was full, that the doors from changing filter were on wrong. Took the $85.00 and left. This weekend had to have 4# freon put in and told I would probably need new unit. Now I'm afraid to use this. We're on a limited budget of less than $2000. a month and now I need you and I'm afraid

2 years ago

Reply from Choice Home Warranty

Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.

Sep. 22nd, 2021

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Edward Prescott Valley, AZ

I used my warranty because my washer failed they came out and checked it out, and told me they didn't want to repair it, they wanted to replace it and so they would give me money for replacement. Then they said they would send me a gift card which I didn't want, I wanted a cash for I just want a cash or check. Nobody would answer the phone and give me an answer, they just told me that's how it is and that's how it's going to be and a person from Choice sent me an email saying it will contact me and help you resolve the issues and they gave me a URL to go to. I went there and it says page not available, so I called them several times and they never called me back and so I still have not received payment or check or gift card or anything. I think the company suffers greatly from customer service.

2 years ago

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Lori Ruff Lynchburg, VA

The plumber that keeps accepting my claim has not shown up since Feb. My plumbing is leaking and backed up but this is the third job and he has yet to appear. Then I have to wait until it can be assigned to someone else.

2 years ago

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Kv Bellaire, TX

I have been pleasantly surprised about the quality of the contractors. Except for the plumber, everyone else has been great. I received contact within a day, less than 6 hrs for most of them.

2 years ago

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M.L. Denton, TX

Dryer broke, the part that was sent is not compatible with my dryer. Repair guy left said he wasn't able to reach choice home warranty so I called when he left. Lady on the phone said no problem we will contact repair people to verify the dryer can't be fixed. She said it should only take a few hours. I waited 24 hrs called back, the guy on the phone said the same thing. It has now been a week since I last talked to anybody. I have not received any up dates. I'm about to call again. I'm not sure why it's hard to contact the repair people they sent out.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the service provided by our technician. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback to the Director of Vendor Relations, who will review this matter accordingly.

Sep. 15th, 2021

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Maria Lewis El Paso, TX

I was Very disappointed on my claim made for my water heater, which was denied. As per claims representative, tank is not covered. In my opinion, when you advertise the items you cover to make the sale. Is false advertisement, cause the Tank is part of the water heater. Now!! I got stuck with the bill. I will be letting my family members that I had referred, to think twice about renewing their policies as I will be doing as well….

2 years ago

Reply from Choice Home Warranty

We regret to hear that you were not satisfied with the determination of your claim. We are committed to providing a positive customer experience and we take all feedback very seriously.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement. We encourage all of our customers to review their coverage.

Sep. 15th, 2021

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Alice Rager Summerville, SC

I’ve had Choice Warranty for approximately 4 months and have already had to use them twice. In both cases, my issues were repaired by the next day!

2 years ago

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Houston Long Cartersville, GA

Experience has been mostly good, but had 2 claims that lingered (one still) including going without a water heater for 2.5 weeks this winter then having to pay $400+ instead of the regular service fee to finally have it replaced. Savings have been minimal but they’ve been good with some of the smaller repairs.

2 years ago

Reply from Choice Home Warranty

Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.

Sep. 15th, 2021

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Frederick Theiss Jr Canyon, TX

The tech arrived assessed the problem ordered parts locally and repaired the warer heater. Left the work site clean. The tech knew what he was doing and was very personable.

2 years ago Edited January 10, 2024

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.

Sep. 15th, 2021

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Linda Wise White Plains, MD

Prompt, professional and very knowledgeable. And, as I have never had happen, he actually had the part in his truck! Would recommend him any time and to anyone. .

2 years ago

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DeWitt Fleming Union City, NJ

If an item needs to be replaced, Choice should cover the full price. Also, if a refrigerator needs to be replaced because it is broken, there should be a more immediate reimbursement process. I have been without a refrigerator for 2 weeks and it has been very expensive to eat and very annoying. I think 30 days to wait for a gift card to get a new refrigerator is ridiculous. Also, it should be a general gift card and not one to a specific store. I found that other stores have better prices than Lowes. This has been a horrible experience.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.

Sep. 15th, 2021

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Donna Jordan Middleburg, PA

They had someone to fix quickly. And they paid that we could get a new dish washer which we didn't have the old one long. and they we real good paying most of the new one.

2 years ago

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Ronald Genzer Goodyear, AZ

When I had a/c problems, they did nothing to help but use their "get out of paying clause"(We don't cover anything caused by rust or corrosion). My coils had rust or corrosion so they didn't cover that and I understood but my compressors had not rust or corrosion and the compressor problem was not related to the rust or corrosion on the coils but they kept saying "it's not covered because of rust or corrosion". When my microwave had a problem they offered a Lowe's gift card to replace the microwave rather than repair it. The offer was for about 1/2 of the cost of a new one. I accepted the offer but they said it would take up to 30 days for the electronic gift card to reach me via email. For an electronic gift card coming via email, they should have had it to me within an hour of when I agreed to the offer so I could have taken advantage of the sale price at Lowe's.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.

Sep. 15th, 2021

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Robert O'Connor San Antonio, TX

My rating is zero. (1) Frequently, incompetent tradesmen: For example, last spring, a plumber took two and a half weeks to show up and completely misdiagnosed the toilet problem, which Choice refused to repair (thank goodness) for a flimsy reason, and then the plumber wanted to charge me over $900 to fix. (I nearly got an ulcer trying to deal with the plumber and Choice customer service during this time. (2) When an item needs to be replaced, Choice offers a fraction of the actual cost, so I always have to file a complaint with the BBB in New Jersey. (3) Choice has the absolutely worst customer service. (4) Worst company on the face of the earth.

2 years ago Edited January 10, 2024

Reply from Choice Home Warranty

We regret to hear that you were not satisfied with the determination of your claim. We are committed to providing a positive customer experience and we take all feedback very seriously.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. We encourage all of our customers to review their coverage.

Sep. 15th, 2021

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Sylvia Payne Chattanooga, TN

Have only had a couple claims so far but they were mostly handled in an efficient manner. Only drawback is that we're being billed for our $75 fee from Sears Home Services that was paid at beginning of claim.

2 years ago

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Jimmie C. Wright Jr. Houston, TX

The last time I called to get a receipt for the $893+ dollars I had to pay for AC repair your customer service representative hung up on me. He said you do not email receipts. Unless you have changed your policy I have received receipts before. I gave you 2 stars because I had never had a problem before, you to find whatever customer service agent it was and get rid of him as fast as possible.

2 years ago

Reply from Choice Home Warranty

Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Customer Relations Director who will review this matter and handle accordingly.

Sep. 14th, 2021

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RANDALL DAVIS Wichita, KS

Because they didn't want to change out the a coil along with the condenser and then I would have had more problems The transparency of all the transactions weren't good and when and if I needed to change a repairman I couldn't do it unless they picked up all the equipment

2 years ago

Reply from Choice Home Warranty

Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.

Sep. 14th, 2021

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Ryan P. Kemble Somerdale, NJ

They did fulfill their obligations under the warranty, however, they dragged the appeal process out unnecessarily and then followed my initial recommendation to have someone else look at the unit. The result was having a non-functioning AC during the peak cooling season.

2 years ago

Reply from Choice Home Warranty

Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.

Sep. 14th, 2021

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Molly Richard Harrison, TN

Seems like there are a lot of loopholes in what they cover. They also call, text, and email CONSTANTLY to try and get you to extend. I was thinking of extending initially, but the call and voicemail and email I receive at least once a day has made me reconsider. I feel like you’re only this pushy if you’re scamming.

2 years ago

Reply from Choice Home Warranty

Choice Home Warranty makes every effort to enhance the sales experience, therefore, we appreciate your feedback. We have shared your feedback and concerns to the Director of Sales who will review this matter and handle accordingly.

Sep. 14th, 2021

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Byron L LaPorte Webster, TX

my most recent experience with Choice leads me to believe that they have forgotten that they are in the customer satisfaction industry. i reported an incident and provided feedback after the job via the survey i was sent and have never had a single response from anyone about the horrible experience. no one has reached out to find what could have been done better, or any constructive criticism. they treat customers as though now that they have the money from the contract, customer service is no longer necessary or even a priority. they expressed that in their handling of the claim. you cannot speak to anyone with any decision making authority when you call the tolll free number. you have to set up a call way out in the future.....and when you do set up the con call, they dont show up and dont even have the decency to email you or let you know why they didnt show up. keep in ind they set up the call. not only that, but they didnt reschedule. i had to call back to reschedule and had to strat the progress from the beginning again....including the two-3 days scheduling delay. they have no integrity. the contractor they sent out indicated their diagnosis, and it got twisted by the Choice Home warranty team. they just wanted to reach the decision that the item was not covered so they could negotiate a "meet me" point instead of claiming responsibility for the equipment failure. a complete waste of money but most importantly, the customer service skilss are non existent and they make the paying customers feel like they are doing us a favor. disgusting

2 years ago

Reply from Choice Home Warranty

Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
In a recent review of your claim, our records show that we have provided you with a satisfactory resolution, in which we are glad to report that you have accepted.

Sep. 14th, 2021

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Robert Branc Painter, VA

I believe this company is not an honest company. My air conditioner was broken, they sent someone to evaluate the problem. They only performed palliative correction which lasted a month or so. Then we called them again complaining it's still not working. They again someone out again. They knew it was a larger problem and again performed a bandaid solution. You guess it, broke down again, this time asking me to find someone because they were unable to find a contractor. My guy came out and found the Handler was bad and needed replacing. They were only able to cover maybe 1/2 of the cost because they deduct the previous visit cost from the total annual cost allowed for air conditioner repairs. I was able have representation by a local Attorney to represent me because they are not honest with what they represent to their customers! I cancelled my policy with them and signed with American Home Shield. I do not recommend Choice Home Warrenty to anyone!

2 years ago

Reply from Choice Home Warranty

Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
In a recent review of your claim, our records show that the claim was fully covered up to the terms and conditions of the policy. We regret losing you as a customer.

Sep. 14th, 2021

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Elizabeth C Stewart Roswell, GA

have been pleased at prompt responses. However I was disappointed at how much they gave for replacing a washing machine. To me " if we can't fix it we'll replace it" means replacement cost!

2 years ago

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Chris Mather Berwyn, PA

After Ida I tried calling for 2 days to get service and was unable to get thru so I ended up paying for the service call out of my own pocket. You cannot market you are 24/7 if your phones aren't working!

2 years ago

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JACK & DELYCE GUNION Conroe, TX

We think Choice Home Warranty's price is competitive, and they give quick service. They stay on top of things while the utility etc is being repaired.

2 years ago

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Forrest L Himes Grand Junction, CO

Some time they do a great job; however, I have had problems getting items prepared and would have to be replaced despite the company's claim that they would match the cost to replace with a comparable product the amount would not even come close.

2 years ago

Reply from Choice Home Warranty

We strive to provide the best customer experience; therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience; therefore, we have submitted your feedback and concerns to the Director of Customer Relations.

Sep. 14th, 2021

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Chris Acworth, GA

They use qualified service companies & their website all ou ws for easy submission of claims. Rating would be 5 if they offered the same per month cost without having to purchase a multiple (5) year contract.

2 years ago

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Jillian Harriman, TN

It was highly recommended by our realtor. I would like there to be more information on the website. I don't feel like they are that supportive and they don't really listen to us and take the time to understand our questions. They were able to find a company within a couple of hours so that went very well.

2 years ago

Reply from Choice Home Warranty

Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.

Sep. 14th, 2021

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Harold

It's affordable though they only gave me a hundred and fifty dollars to replace the washing machine which you can't do for that much money. They are always punctual when they come out.

2 years ago Edited January 10, 2024

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Rob North Las Vegas, NV

Generally choice home warranty it pretty decent. I did have a problem with the water heated and it took a long tome to get to my place. That was not a smooth process. The have the best prices.

2 years ago