Choice Home Warranty

Service response and repair was slower than advertised and we are generally disappointed after just our first service request experience using Choice Home Warranty. Overall, we experienced a lack and understanding of customer care and a lack of urgency to resolve our service needs.

Your agent David L was very helpful explaining everything about the policy. He did a great job which I really appreciated. Please give my thanks to him.

I called Choice on Saturday, but the repair was not scheduled until Wednesday - 5 days later. This was for a leaky water heater. So, for 5 days we had collect the water that would otherwise go on the floor. When the repair people came, Choice would not cover anything since the diagnosis was leaking expansion tank. I called Choice to cancel my contract as I was completely dissatisfied with them and asked for a prorated return of about 5 months on the annual contract. They told me I couldn't cancel or they would cancel but not return any money to me. I feel swindled by this company and advise others to stay clear of them. Amazing poor service company.

Horrible customer service, non-english speaking reps overseas who aren't helpful. Waited over a week with no communication about email claim that was submitted. When a response did come, it was for me to find an electrician, pay the electrician, have the electrician take pictures to send to Choice, so I could be "reimbursed". Who knows when I would have gotten "reimbursed" by doing that. When husband finally got through to english speaking stateside rep, he was told our work order would be expedited, response in no more that 48 hours. When that came and went he called again, was told there were no notes in our account, and that this rep would expedite our work order.Salesman who took my initial call was EXTREMELY pushy. I was referred to Choice by a friend who purchased her warranty with choice, she warned me about the same thing, VERY PUSHY sales person. She has yet to file a claim but is worried based on our horrible experience. Will not recommend to friends or family at this point

Dryer went out, offered 300 something dollars. Told that Choice Warranty only pays what they would pay at a bulk price. Yet, they are a “Home Warranty” company. Home owners/renters dont buy in bulk. I asked to go ahead and buy one of their bulk dryers. They replied “oh you will have to go buy one yourself , we dont provide them.” They ended up raising the pay out, but I have to wait 20-30 days for a Lowes gift card. I am now over 30 days from filing and still have not been able to do laundry at my house, because I have no gift card to buy a dryer. The sense of urgency is non existent, especially for a home the Choice Home Warranty, provides service for.

BE AWARE OF the Alert on the BBB website I posted here. "CURRENT ALERTS FOR THIS BUSINESS Government Action: BBB reports on known government actions involving business’ marketplace conduct:: Arizona Attorney General Files Consumer Fraud Lawsuit The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the governments allegations, which have not yet been proven. On October 2, 2019, Arizona Attorney General Mark Brnovich announced his office filed a Consumer Fraud lawsuit against Choice Home Warranty for allegedly making false promises to consumers who purchased a home warranty policy. The lawsuit alleges Choice Home Warranty collected millions from Arizona consumers, but used contract exclusions, payment caps, and bad-faith refusals to avoid paying for repairs. " I had the same issue with them after switching all my 6 rental homes from AHS to CHW. 2 weeks to assign a contractor, which was like a handy service. Then rejected my claim bathroom leaking because it was filed too early and assumed that it was preexisting condition. I had AHS and my tenant was living there. It didn't make sense. It's time to cancel. Please read the BBB rating below and don't make the same mistake I did.

I currently am a CHW customer. I've had several issues with from their customer service and how the coverage works. I set up a claim to have my A/C looked at, since it wasn't working at all as of 07/132023. I did note at their site that the system stated it was a communication issue with the outside unit. The A/C company came out on 07/18/2023 and I told them Its most likely the wire that connects the outside A/C to the house, since that has been a issue twice before. They checked the outside unit and saw it wasn't receiving enough power to run. Then checked the breaker box and it was sending the correct power, so that meant it was the wire I mentioned, but their company does do that part of an A/C system. So they said I need an electrician to fix that wire and then they can come back and do what ever needs fixing on the outside unit. I have had two other warranties from two different companies and both of them had the same crew fix both parts of the same issue, not separate companies have to come out. So, I contacted CHW to have an electrician come out and they said they had to start another claim for the same issue and that second claim made have to pay a second deductible for the same issue. The electrician was scheduled for 07/24/2023 and called CHW to see if they could get an earlier appointment, since it will be at 11 days in the heart of summer without A/C. They said, they contacted (self employed contractor) and there was nothing they could do. I thought the second deductible and waiting that long was ridiculous. Customer service and there supervisors did nothing at all. I received an email with the electricians phone number and called him to ask if there was a waiting list or any way to come earlier since I've been without A/C so long and the first A/C company still has to come out after him. He was great, unlike the CHW and first company that did nothing. He came out on 07/22/2023 and verified it was the connecting wire of 5 or 6 feet long. He sent the claim in for approval that he said only takes about 15 minutes. CHW didn't approve it until 3 hours later, so he did wait about a half hour, but had to leave naturally. I received an email telling me my next appointment with the electrician isn't until 08/07/2023. I had to push back the first A/C company back once to come out on 07/26/2023, but they won't touch anything until the electrician replaces the A/C connecting wire (that came with the original A/C install, not part of the house). I called the electrician to see if that was an error for that appointment date but, he never called me back. So, I called CHW on 07/24/2023 when I received the new appointment for the electrician to try and get it move up or get another contractor out to do the job, since it would be a month before the A/C company would do their part after the 08/07/2023 electrician appointment and that is ridiculous and absurd to go that long without A/C in the heart of summer and we are getting into the 95 to 100 degrees this weekend. When I called they said they talked to the electrician and he would call me by the end of the day of 07/24/2023, he did not. I called CHW again on 07/25/2023 explain that and they put me on hold again to contact the electrician. Then told me he would call me with in the next 15 minutes to get me off the phone. After an hour and half I called CHW back again and explained to another person what has been going on and to get a supervisor on the line. They had me wait on hold while they trying to get a supervisor for a few minutes and the disconnected me while trying to transfer me. So I called again and repeated everything again and got disconnected for a second time while waiting to be transferred. I called the electrician again on 07/25/2023 and he answered. He said CHW never contacted him about getting the appointment moved up two weeks early at all. That means CHW has been lying about communications with contractors and scamming two deductibles from me for the same issue. Their customer service is a joke, there appointments take to long to get and they like to scam extra fees out of you. Stay away from this company.

A technician came on 11/3 to access my problem and found the problem but said he couldn’t locate the part to repair it . I called 11/9 and they said they are waiting to hear from YOUR company. My problemcis still unresolved after a week!!

I really appreciate this company! It’s easy to file a claim and the businesses they use have all been prompt, friendly and efficient. Thank you, Choice!

Great service. OSP plumbing did a great job overcoming obstacles to get the job done. Augustine, the technician, made it happen. A real asset to your company.

The plumber you sent was wonderful, however Choice Home Warranty overall as a company stinks. We have 3 claims, our refrigerator quit working a month ago, our dryer is not drying properly and our shower leaks. We have been waiting for service on all 3 of these claims for over a month. They finally got a plumber to come out and fix the shower head (30 days after the claim), which was the least of our worries. We have called and emailed endless times to get someone here to fix our refrigerator, they sent someone out who knew less than I did, stuck his hand in the frig and told us it's the compressor and we need a new frig, did the same with the dryer and did not even look at our shower, although he wrote a claim up that we needed a new shower head. Fixed NOTHING and charged us $130. Choice said they are sending someone else out to fix our appliances, but we have been waiting and waiting and waiting. This is absolutely ridiculous. DO NOT pay for CHOICE Home Warranty, no one wants to do business with them so that is why they can't find an appliance repairman within 100 miles of our house to come repair our appliances. In the meantime, we have thrown away several hundred dollars of food and are living out of a dorm size refrigerator and eating out a lot. When you call and complain, they say they are escalating this and will have someone out in 24-48 hours, no one shows up or calls or emails. I am telling you now, do not have anything to do with this joke of a company. And not only that, but they also have the audacity to keep hounding us to renew our policy that is expiring. Ha!! What a joke.

I got this warranty on Oct 8th and I had My furnace look at I seen some water Under my hot water tank so I made The appointment and the tech said We need to replace it . So the warranty company decided to denied my claim so they said that it's pre existing condition that happened to your hot water heater but I told them when I got the warranty that hot water heater was in good working condition so just the condition of a hot water heater is 15 years my lasted 20 years. So just because of the age of my hot water heater the warranty company said the leak was caused by a pre condition factor and hide behind that and decided to deny my claim to replace my hot water heater so I canceled my warranty. This company is gutless .and hide behind pre condition things not fix or replace things. In your so now I learn not to trust any warranty company and got all my money back

Worst experience ever with Choice Home Warranty company! Not the Plumber who responded when one was finally located after several calls to Home Warranty with my plumbing problem. Commode problem ended with my purchasing a new one that the plumber installed for an hourly fee. Plumbing problem fixed! Yea! Repair and associated costs were rejected by Home Warranty!? Called and submitted claim for review and my calls and e-mails were never returned from Ms. Green. Sub mitted a second claim when kitchen Fawcett developed a water leak while out of state. water leak flooded part of kitchen, Fawcett was under warranty to manufacturer and I only needed Home Warranty to locate a plumber to install Fawcett assy.. several weeks and no plumber assigned or available for or willing to work with Home Warranty. When I purchased a Home Warranty contract I was assured that repairman were available in my area of North Carolina. ( Gross false guarantee on your part. I wonder why no repairman will work Home Warranty in our area!) Home Warranty has enough of my money and I want to divest myself and cancel my policy, I will require a letter for my bank to indicate I have cancelled my policy with Home Warranty. Your prompt attention will be appreciated! Jack Martin

SCAM! This company will do anything to keep from paying a claim out! Even if it is something covered under you warranty (like leaky pipes or furnace that isn't working, or a dryer that isn't heating). They will just continually reassign your claim to their subcontractor pool (which is horrible because most of the time they contractor/repairman never shows up to fix anything! and if they do, they take your $100 trade call fee deposit and never return to fix the problem they were supposed to fix! You just lose money!) You'll never get to speak to a manager or supervisor when you call because they aren't any! They promise you reimbursement if you pay out of pocket, yet you never get a check from them. They are a scam!

Knowing we are very senior citizens my rep was very understanding and helpful. Heard our concerns and addressed all. Took time explaining each option and had patience with us

First and worst experience with a home warranty. My water heater went out in one of my properties. My tenant moved out 9/30 but reported seeing water before they left. I advised them to continue moving and I will fix the issue after they leave, to avoid anyone being in the way as they moved. As soon as they left, I called Choice Home Warranty and made a claim, but it was immediately denied in less than 24 hours. Since the house was vacant when the plumber that they contracted arrived, my water heater was not covered by Choice Home Warranty due to the property being unoccupied. I tried to dispute this decision but couldn't get anyone to call me back. I was consistently told that my situation was escalated and that someone would call me back same day and then 24 hours. The “no callbacks” were a major inconvenience as I am having a new tenant move in 10/15. This happened twice before I decided to cancel my policy as it didn't make sense to pay for a policy with no coverage being rendered. My husband believes that home warranties are frauds, and I was hoping to convince him since I believed all our properties could benefit from a warranty. However, this was a complete let down and I will never do business with Choice again!

When called they find you a company to help you with in hours and by the end of the day that company has contacted you in some way to get an appointment to get the problem solved.

Kaylee answered all my questions and reviewed all my plan options and looked for ways to save me money. I feel comfortable with signing up and getting protected.