Choice Home Warranty

Would give 5 stars for repairs, -5 for a unit that has to be replaced. You find the cheapest unit, disregarding existing unit maker or style or color. If it's a microwave of cheapest value, that's what you give. Your case manager will not take anything you present to them. They are only interested in their bonus and not the customer.

Excellent response time and the technicians you have chosen, or the alternatives I have selected for reimbursement, have all been excellent. Thank you!

I had choice warranty in the past and did not renew because they did not cover many things. They were also dishonest. When looking for a new home warranty this past year a salesman told me they changed their policy and now cover EVERYTHING. He told me they did not have any parts that were not covered anymore. He said that is why they have the highest rating now because they never deny anything. I have had three denials now from the company. One was overturned because they were caught in a lie. The first technician told us our dishwasher needed to be replaced and so choice sent a second tech our for second opinion. This second guy didnt even look at it. He found out someone else was there and said "I don't do work after someone els" and left. A foriegner, unprofessional with no business name on vehicle and did not leave us a card or receipt. He just left mad for some reason. Choice lied and said the tub was cracked in dishwasher and that was not due to normal wear and teat so it was not covered. I called the first company; he said I never told them the tub was cracked. I told home the dishwasher was not draining and all parts for that were replaced, and it still wouldn't drain. The second guy didn't even look at the dishwasher, so he obviously didn't tell them that. I called Choice and talked to the manager. He was very rude with me when I told him that no one said it was cracked and they were making this up to deny claim. I asked for a manager and he said I'm the only one. If you were to hang up and call back, the call will only come to me. He was right. I ended up starting to file a claim with the better business bureau and a pop-up window came on telling me to contact this email or phone number first before filing a complaint. I sent and email and a couple days later received a reply saying they would be sending a gift card for Lowes to go towards the purchase of a new dishwasher. Next, we had a hole in a water line in the garage, so we had to shut off water. Issue was never resolved because they assigned companies took forever coming out and trying to get approval, etc and in the end that didn't want to do the job. This is letter that went unanswered regarding what we were going thru: Today is 15 days. This company is ridiculous. I submitted claim 15 days ago when we had to shut our water off. 13 days ago your vendor was sent to our home and was approved to break concrete to gain access to replace broken pipe. This is communication on portal of the authorization from CHW. "10/29/2022 12:45 PM Please be advised the cost for the technician to access is $800 . The technician will be authorized $500 for access, which is the policy limit. You will owe the technician $300 for the balance. Your vendor canceled on us 6 days later and did not do the job. Claim was reassigned. Next vendor you assigned was scheduled for 5 days later. (No water)I tried to contact via phone and text to ask if he could do job sooner. He answered 2 days later saying he did not have time to do the job. Told me to contact CHW. I then had to WAIT again for choice to contact vendor to officially unassign vendor. I called a plumber on November 7th and he came out that same night and diagnosed the leak and gave estimate on repair. I told plumber I was doing reimbursement through choice and needed authorization from CHW before he could start job. Plumber had work order ready to send CHW. Next morning on November 8th I called CHW 6am pacific time and told claim representative on phone I wanted to start reimbursement process. They told me it would take 24 hrs to get reimbursement email with instructions. 27 hours later on November 9th, I received the email. My plumber IMMEDIATELY filled out required forms online as instructed. As of this moment 2 days later, CHW is still giving me the run around. One message in portal is asking me to start new claim for slab leak. Plumber did not mark it as a slab leak. To gain access of pipe to replace pipe concrete must be removed. Leak is above concrete but too close to do repair. As a reminder, this job to access pipe was ALREADY approved 13 days ago to your vendor that canceled on me "10/29/2022 12:45 PMPlease be advised the cost for the technician to access is $800 . The technician will be authorized $500 for access, which is the policy limit. You will owe the technician $300 for the balance. This claim should have been expedited and my plumbers repairs immediately approved! Why are they taking so long for this process? I started this claim 15 days ago and two of your vendors canceled on us. I have told representatives on phone and in writen messages online that this is an urgent matter. No one is treating this as urgent. Why? They only say and write. "We apologize for the delay" Something in the script. Put yourself in my position and use your imagination for a minute. Think of what it must be like to have no running water in your house. Toilets, showers, laundry, landscaping housekeeping, sanitation, children. And now it's Friday. A holiday. And the weekend. The 3rd weekend with No water." They got back to us about two weeks after I wrote this. We had already hired a handyman to cut and replace pipe where leak was. Another issue we had, was a toilet tub back up in the upstairs bath. We have two other bathrooms unaffected, so it was something clogging the line close to the T. They sent a technician, and he said pay me the $75. I pay, he walks in bathroom then says I'll have to remove the toilet to use my big snake in the line under the toilet. He said I have to call home warrant to get approval. He comes back said Choice didn't answer so he has to leave and will come back if given authorization. Choice sent us an email saying it was denied because they don't cover removing the toilet to gain access of the line. They only will go thru a cleanout, which is outside past the blockage. So basically this plumbing company they sent came for the $75 and ran. They knew the problem, I had told them, and working for a home warranty company, they would know that this is not covered. After this year is up I will go with another company that all the technicians we have talked to recommended as far as the best coverage. I will NEVER use choice home warranty Again. NEVER. They are the worst.

It takes too long to get someone to call me fix problems. Many times I have to call intact Choice multiple times to get service. I have had Choice for years and it has declined. Next time my policy is up I will probably get a different company.

All in all it went ok the guys that checked things were good. The gift cards choice offers you to cover some of the replacement is sent by email instead of mail we’re not into that but I guess we’ll deal with that when it ever gets here.

Water heater went out on 12/26. Choice unable to locate vendor to repair. Went with local firm for repairs. Response on finalizing and sending check out was excellent. Pleased with Choice Warranty so far.

Like; The promptness with which they first addressed my claim. Dislike: After 5 visits from the repair service it was determined that the part needed to complete the repair is no longer available from the manufacturer and the washing machine would have to be replaced. I was told by the service technician that I would be contacted by Choice Home Warranty within 48 hours with a resolution to the claim. This occurred on 2/3/2023. As of 2/15/2023 I have not been contacted by Choice Home Warranty with a resolution to the claim. I have submitted 2 emails from the contact section of the Choice Home Warranty website concerning this and have received no response to the emails. I have called Choice Home Warranty service department 4 times; (2/7/2023-2/92023-2/13/2023-2/15/2023) each time I have been told I would receive a response with in 24 - 48 hours. I was also told this by the Sears rep on 2/3/2023. I'm still waiting 264 hours later!

Service was quick. I made a claim, within the hour I had been scheduled with a technician. So that was good. The bad part was my monthly amount increased from $45 @ month to $65 and the amount owed the technician went from $65 to $85 within the first 4 months.

I was lied to about coverage. I was told my claim was covered and after I paid the $75.00 fee I was told it WAS NOT covered. When I contacted claim review I was met with very rude and non helpful response. my policy said I had coverage for my pool controls which was my reported problem, The claims Mgr Slyvanna said the controls were not covered and policy says they are. She kept referring to lights and there are no lights involved in any way. The problem is the controller for the Ultra Flex 8 port system. In the past I have had very good service from Choice however this was NOT. Ref Claim#198205293

I am a realtor that can promote you so please read this carefully. We are VERY frustrated. We can't get any response from you on our claim for our cooktop. We are fairly certain that the elements for the cooktop we have are no longer available which explains why they show as (permanently) back-ordered with Sears. WE WANT TO KNOW IF YOU WILL REPLACE OUR COOKTOP AT THIS POINT BECAUSE IT'S BEEN OVER A MONTH NOW THAT IT HAS NOT WORKED. I was given a contact name to call when we signed up (Kurt W) but after leaving multiple messages and no calls returned, I gave up on him. I called claims twice more as well and was told I would get a call back but BOTH times I did this...nobody called me back. "If" this was just an oddity that our claim fell through the cracks, I am happy to buy your plans for my clients housewarming gifts. Please show us you care!

Overall, their systems and response times are fantastic. Coverage on a/c units is not so good. Very disappointed in our last service call that ended up costing up around $600 that they wouldn’t cover. I won’t be choosing them again.

He arrived on time and diagnosed the problem with our dishwasher very quickly. The part required to repair our dishwasher is on order so it can be fixed soon.

This appliance issue was handled great. My previous claim was not and I ended up having to pay for my water heater replacement out of pocket except for $400 00. I am very disappointed. I have been a loyal client for many years.

I am glad that I was able to speak to a human versus some automated service on a Saturday. However, I'm extremely disappointed that after 3 days of them searching for a plumber I had to go and find my own. This warranty company even told me that service people do not want to take the call because they will not be in reimbursed for 30 days. They should tell you that you should find your own and pay out of pocket and for you to get reimbursed to make things go faster.

I got an E mail stating choice would not repair my dishwasher and offering me a gift certificate for two hundred sixteen dollars and some change from Lowe"s. When I first contacted my case manager she told me the dishwasher was over 16 years old which was incorrect. the dishwasher was purchased late July of 2018. She then requested I send her a picture of the dishwasher and the model number. When I called her I was told it did not matter all choice would pay was the original offer. When I asked her about the contract (Dishwasher - covered: All Components and Parts) Her only answer was that is all Choice will pay, It was like talking to a recording. All I can say for the case manager she was polite and courteous but not any help

Couldn’t speak to a representative of CHW, had to leave a message. Next thing I know I have an appointment with a HVAC company. No one called to see if I was available at that date or time. Fortunately I was and the HVAC company was great.

Everything is done on line. You can't talk to a live person. I've had 3 appliance issues, with 2 good outcomes. The other one was an electronic issue, with a thermostat, which I found out is not covered

Choice Warranty has given me a ran around delayed response to what replacement issues of my heater. I've been waiting since January 9, 2023. I'll call for a status check to be yold it's the technician fault or a supervisor will contact me in 24 hours to not receive a courtesy call back. I'm so disappointed in the customer service treatment. My husband is a sick veteran, and I needed hot water to clean him. He's in a wheelchair and I have to boil water and carry it to the room to wash him. I'm his caregiver. It's almost a month and no hot water. I finally spoke to a supervisor on Friday, February 3rd, and she's said I'll have a response in two hours. I called back on Monday, February 6th, and was told I'll get an email in 24 hours. Well, today is Wednesday, February 8th, with no email or response. You advertise a fault mission statement free mind and hassle free. I asked for a manager or department head, but I was told a supervisor is the highest-ranking person to talk to. I pray someone read this survey and send me someone to help for real. Thank you

i've been with choice for more than 20 years, and was always happy with your service. until my dishwasher broke. it's been over two months since i placed a claim, and it is still broken. the repairman has been out 7 times, if i remember right, and it still doesn't work. he's spent a lot of money on it and has replaced everything, and it seems like it should work, according to his diagnostics, at least, but it doesn't heat the water or the air. it was a great dishwasher and and expensive one, and i liked the job it did very much. and i do prefer to repair things than to replace whenever possible. but a month ago i was ready to believe it couldn't be repaired. the repairman says he's done all he can. why on earth are you people sending him out here yet again? it's time you kept your promise and replaced what can be repaired. instead, you have the nerve to raise your rates yet again. i've recommended you many times over the years. i don't think i'll be too quick to do that again.

My microwave cost to much to repair in choice warranty opinion so instead they offered 181.00 dollars to replace a microwave that cost 345.00. I asked to have it repaired and was denied. I was told my contract states they have the right to do this and they only have to replace it with something similar. I cant find a built in microwave that cost anywhere near 181.00. I’ve decided to cancel what it left of my five year contract. I would advise anyone that is thinking of purchasing their warranty to go else where. I have had a few other warranty companies over the years and this one by far is the worst. Rose M

I was t aware that we now had to pay for parts for repairs whenever we called in a work request. Is this a new requirement or are we required to pay a portion of parts for repairs?

The technician was very professional, however he had to order the part needed. The part came in and it was scheduled for repair. I waited the entire day but no one showed. After calling the next day they showed however, it was the wrong part. I am still waiting for them to show up with the correct part and complete the repair.

This repair company did a great job and had great communication skills. We are very happy with the work he performed and the way it was completed in a very timely manner.

Good response time. Send qualified technicians. Reasonable in sharing cost of repair / replacement except in case of major jobs such as AC compressors etc.

They let me upgrade my policy for a pool/spa after recommending they covered salt water pools. Joined them in May of 22. In August pool salt water cell died. Filed claim. Selected the "Salt Water Cell failed" option from their website drop down menu. Tech arrived verified dead said not in stock 6 month backorders. No problem. Paid 85$ fee, away he went. Jaunary of 23 no word from original tech. Filed new claim. Selected the "Salt Water Cell failed" option from their website drop down menu again. Checked my "whats covered" option on my account on their website. Minimalist page, says Covered - Pool/Spa. Set up with different company, different tech arrived February 1, verified dead, said was in stock had to get approval from Choice. Paid 85$ fee, away he went . Submitted for approval salt water cell order. Within 15 minutes Choice denied by email. Reason? "Your policy does not cover Salt Water Cells. See Section D and 1" Sales people I talked with at beginning said it covered salt water pools. Salt Water Cell problem is a dropdown menu choice on their website. If it is not covered why include it on your options list? Why not if it is selected, immediately inform them that is not covered? Why let someone file 2 claims and spend 85$ twice with two different companies? Bait and switch tactics. Poor customer communication. Bad business. FYI I finally found the coverage document. Well hidden on the website. Not on the large bright "What's Covered" button in your account. Hidden at the bottom of the page in small script. Deceptive.

The young man (Mr. S) did his best work for me. He was punctual, attentive and, treated the problem as if it happened to himself. Five Stars All Around!!!

I have lived all over the country and used several different home warranty companies. Choice Home Warranty is the worse that I've ever used. It was given to me as a gift by my realtor. It started from the original call to start service with them and the sales person was trying to bully me in to buying 2 years upfront. When I kept refusing, he swore at me and hung up. I just thought maybe someone was having a bad day. I have placed several service calls with them and the first response is they don't have anyone to service my problem and I should find my own person and they will reimburse me-which is a hassle. I am new to the area and that is one of the great things about a home warranty is that you instantly have qualified people. My policy is about to expire and I get at least one call a day to renew. I told the first couple of sales people that I will not be renewing, whereupon again, I am bullied, disrespected, etc. I would NEVER recommend this company to anyone. There are better companies out there like First American Home Warranty. I had them for years and always felt valued as a customer.

Rating for Choice. Your sales department is very eager to talk. Your claims department, however, is not. I specifically went over every item that we needed to be covered with the sales person in May, which included the swimming pool pump and the well pump when he told me only the motor would be covered. He asked if it was for water inside the house or outside and I explained it was for the sprinkler system. I told him that was normal. If it is not on our warranty is the fault of the sales person. Very very displeased right now with choice, and may very very well change if this is not resolved Plumber a few months ago replaced Delta with cheap generic without consulting me before buying. Not happy

I felt apprehensive to do this abd I recommended another person so I am still explain to him about wasting our money The guy shows up no ladder how are you going to get into the attic No ID No signage Polite friendly Told me I didn’t have to pay him .cause he couldn’t find anything lol . They can’t find workers and the ones they find are not qualified I called a heating and AC person they found the issue the house is great Choice has been here 3 times , there is no problem and the heat so being blowing out cold air 20 minutes after it’s been on I could get my house to heat the fan kept blowing cool air abd would not cut off The house is oven now after I called a certified Heating / AC company Stay away for on Choicre

Tech rep and Choice agent were courteous and knowledgeable. Process time could be improved. Wait time on the phone is excessive. Although my claim was a microwave which is non essential, I would be disappointed if my refrigerator had failed.

I have been waiting several days for choice home warranty to find someone to look at my furnace. They sent me an email advising that I could fo outside of their contacting agents but I would be responsible for 100% of the billed charges and Choice would reimburse me up to the contracted rate. REALLY I work in the insurance field and I know how these things work. You are basically trying to rip off your customers.

He was hard to understand over the phone and didn't introduce himself when he showed up. Also, he was on the phone with someone the whole time and didn't really communicate with me what he was doing before it was done. But he did fix the issue and it was a minor issue, but not something we had the expertise to correct ourselves.

I'm currently waiting for an approval to repair my dishwasher, service technician came 2 days ago and haven't heard back from choice warranty. I called JM appreciate to get an update, they are waiting to get an approval from Choice Warranty.

Very nice people to work with. Let is know when the service man was to be here and he was. Would recommend this company to anyone who needs plumbing service.

Niclas helped me. He was friendly and professional. He was able to replace my thermostat. He called me to let me know he was on his way. I liked his customer service.

Very quick response when submitting claim for service on problem with covered appliance. Experience technicians were used correcting problem with unit