Choice Home Warranty

We are on week 2 of a leaking water heater. We contacted them and they wanted to send out someone to look at it 5 days after our call for the claim to get processed to receive a new one. Ridiculous. Called many times for someone to come out just to say it was broken to get the ball rolling. Finally had someone come out. Had it scheduled to get it replaced a week later. No one ever showed up. Rescheduled for three days later. No one showed up again. Waiting now for a new time when they will put in the new one. It’s been a constant back and forth with them. It’s been so annoying. Almost willing to pay a random company to just come out and replace it. Just seems easier at this point. Very disappointed with our first instance with this company.

Hello, I am a customer of a home warranty program called Choice Home warranty. I pay a monthly premium To them 70$, have an 85$ deductible, and they either fix or replace the home system that fails. On 02/04/2023 my oven started beep and throw an error code because of what I later found out from the technician that a button relay was stuck which would keep the oven from turning off. Obviously a dangerous situation. I called and put the claim in on 2/5/23. The technician was scheduled for 2/11/23. After a short visit he searched for the parts needed to correct the error code and make the oven safe again but the parts were unavailable. He said that they would have a resolution for me in 7-10 business days. Fair enough. I called after 10 business days and they telephone rep said he had no information and had to reach out to the technician. This was Friday 2/24/23. The rep was said it would take another 2 business days to get an response. I said this was unexceptionable as I had a copy of the invoice and I was there when he sent it to them. He has obviously been paid so they knew about it. He said this is how this company does business and I have to just wait although his tone and response was rude and dismissive. I asked to speak to a supervisor and he said sure “I will send you an email in 24-48 hours with his information. Felt like he was a scam at this point. Hung up and called back. The next guy said they would have a response in 2 hours and did not even a call me back. I also used the online portal as well and they just dismissed me because I had been let down by the previous reps but their records showed that I was working with someone: not the case. I am now it’s been 2 month with out my oven that is used to feed my family and still have no resolution.. They took my money and are not keeping up with their end bargain. Please help if you can or possibly refer me to a regulating body that can help, because as of todays date 03/29/2023., I am still with a resolution from this company.

My sale executive "Tal A" was very professional and knowledgeable on Choice plans. Excellent customer service, I would recommend Choices services to others.

Service man could not be any better. He was the best, came early because it was an emergency. He respected that fact and made me happy. I was pleased to buy him lunch.

The worst experience we’ve ever had with a home warranty company. Usually we complain that it costs too much. This time we tried to save a little money and I guess you get what you pay for. We made several call for service and there were issues each time. Usually with the serviceman saying he can’t fix the problem or doesn’t have the right part. The phone reps are the unfriendly and unhelpful. This company is just after your money and unwilling to make the effort to do what it takes to satisfy the customer. We have had nothing but headaches from Choice Home. I recommend spending a little more and avoiding this one. Our policy was eventually cancelled and we haven’t been able to get our money back. Effectively paying for nothing. Hard to imagine a company willing to take your money and then not offering services.

I had water leak in the kitchen floor so I needed the technician to come immediately but the appoint day was a week later. I could not wait that long so I had to call the pluming company to come as soon as possible.

I had a water heater issue on a Saturday, there was no hot water and it was leaking. After reaching out to get service it took over 24 hrs for a vendor to be assigned. Vendor assigned on Sunday and they scheduled a visit to my house for Tuesday. After seeing the scheduled day I called and left a message but no answer or return call. I called again on Monday morning and fortunately they said they would come out that day. They come out take some pictures, ended up calling me back late in the day to take more pictures of the leak as they didn’t get that originally. I will say they plumbing vendor was very helpful and accommodating where CHW was not. I was told they will review my claim and it could take 24-48hrs for a response. I checked on the claim online and called when I didn’t see any updates on Tuesday afternoon. I was told this isn’t an emergency service to which I responded it’s been 4 days now. Emergency would have been same day or 2 days max. They told me to keep checking. On Tuesday late afternoon I get the authorization to approve or decline the claim claim to replace my water tank but I would have to pay $630 to complete the work. I declined the work to which a case manager was assigned. To schedule an appointment with a case manager Thursday was the earliest appointment day. Keep in mind this would now be 6 days since this process started with the earliest hope of the work maybe done on Friday day 7. I decided to call on Wednesday late morning without an appointment and I got through to Keirra W. This is where my frustration goes through the roof. Keirra had no empathy and showed no professionalism. Due to the timeframe this was taking I already had another vendor doing the work as I couldn’t wait until Friday the earliest to get this resolved. In my discussion with Keirra she repeated this wasn’t an emergency service to which I said you call expecting a resolution in 6 days an emergency? She told me numerous times it was my fault for now wanting to get paid the amount of money CHW was going to pay the plumber they selected. She repeated over and over in an unprofessional manner that CHW was not by any means going to pay me when I didn’t tell them upfront that was my intention. I told Keirra it wasn’t my original intention but once this started taking4-5 days without resolution in site that I had to think about my family. After she refused again and I realized she couldn’t comprehend paying the money to replace my water heater to me vs the plumber they hired because I was getting the work done I asked to speak to a manager. Keirra flat out told me that wasn’t happening. She said that is why they “”(case managers) are assigned as single point of contact. I said again I would like to speak to your boss and she said that isn’t happening. At this point I asked who do I speak with to cancel my service contract? She said that would be her, I said ok let’s get that started. She asked me to hold on, she came back after about 5 minutes with a completely different tone. She now said she can pay me what they were going to pay to have the water heater replaced. She needed to find out the exact dollar amount and would get back to me. She told me what the next steps are which I had to provide proof I replaced it uploaded to the portal and then I would get a call back to confirm. Shortly after I uploaded the information I got a call saying it would be process in 30 days. I really hope you record the calls for training purposes as Keirra needs serious training. The original call took place shortly before noon eastern on March 8th.

I like that most of my claims were approved. I don’t like the length of the warranties after servicing. I didn’t like that the support brace for my garage was t covered.

I bought Choice coverage expecting them to have my back. I have to argue with them numerous times to get even their errors corrected. When replacements are ultimately agreed to, fhey only cover 80% and refer to the contract, saying they do not commit to full replacement cost. The results are better than paying for the full replacement myself, although the anguish is not worth the difference.