Choice Home Warranty

The bathroom was leaking, the toilet was leaking, and they fixed it within two or three days. We live in a rural area and it's hard for them to get somebody here all the time, so that's why I give them a 4.

CHW Attended to my claim promptly. The technician followed directions and was courteous, friendly and efficient. He solved my issue without any problems.

It's taken a month with, 2 weeks to get a repairman here, then TWO more weeks for him to return. That would've been TOMORROW BUT, since they're telling me THEY ordered a part, new ice maker unit, for it to be delivered to our home. I've had no part arrive here. (After the first service call, and the tech kind of mentioned maybe the part wasn't available- I researched on my own. First, I found after market units available on Amazon and other sites. THEN I actually called Whirlpool and they could've shipped the part next day!!!!! Like I said, it's been TWO weeks for the part.). Today I get a call while driving, and electronic voice call with a bunch of blah blah. It gives me the option of yes for tech or no for tech. HOW DO I KNOW??? I looked at the Sears website tonight and see "cancelled". What exactly does that mean?? They was something from that electronic voice earlier saying I could reschedule a visit so I looked that up- NOTHING TIL THE 25th OF SEPTEMBER!! This is a bit ridiculous. There's something missing here, the part's available and HAS been... and it's going to be a 1 1/2 MONTHS,..... maybe! First off, 2 weeks for a tech to even show up and all they gotta do is touch the touch screen in a couple places and IT TELLS YOU WHATS WRONG. Best sent me a review email, I wrote out a lot of all this on my research etc, but when I went to send it, it now wanted a User and Password. I left the site.

Took several weeks to assign a technician to emergency claims on ac , plumbing , water heater . When calling about a claim, seems I always got a claims specialist that I could not understand and they could not understand me . Much too restrictive on exceptions to coverage when problem was not caused by me and/or out of my control . Worst problem is response time .

Quick response. I did have an AC issue and the repairman said the last person sent from Choice put in the wrong capacitor. I am a little concerned reading reviews that when it is a major repair, it won’t be covered. I won’t know that until it happens though.

Coverage is so limited. Have used them for four incidents now, and not a single one was 100% covered, even with paying the $75 required payment for service. For air conditioning response, it took two days to just have a company call to schedule a visit, as the temperatures were over 110 degrees.

This was the worst service you could expect. Our AC went out on 8/16. I put in a claim. For two days they could not find service for us. We do not live in the country—we live in a pretty good size city. They finally offers us reimbursement. We had to find our own service technician. He had to submit his findings then get approval—which took over 12 hrs. They then approved everything except $75 because when the tech wrote all the things that was needed to solder the hole that let the Freon out he ended the word with misc. They do not cover misc. It was 110-112 degrees in Texas. When I called customer service multiple times it goes to what I assume is another country and you get canned, scripted replies. Not a great experience and I do not Recommend. I will be really surprised if this review gets seen by anyone but whoever deletes it. I still as of 9/12 have not received my reimbursement

I had high hopes as I engaged this company. We were told if something broke, it would be repaired or replaced. I knew we would have to pay the $ 75.00 to get the inspection, that was in our contract, but when Choice Home Warranty said the item could not be fixed and it had to be replaced, they only offered $ 191.00, in a gift card from Lows Home Improvement Company. That didn't even give me the option of shopping around to get the best deal. It was my responsibility then to hire someone to install it After my initial complaint, they didn't offer to give us more money, but did offer to send me a check in that amount so I could find a better deal. After accepting the offer of a check, it was difficult to get in contact with the company. It took over a month for them to get the check to us.

I do not like anything about your company! We have paid in full for our home warranty and have nothing but a horrible experience the first time we try and use it for our broken AC unit. We had to endure 3 total weeks without AC in the hottest part of the summer, on top of me having to have surgery and come home to a smothering HOT house! Not to mention I have health issues that make me super sick if I get overheated! So you can imagine how I was feeling during the time without AC. I would never recommend your company to anyone!! I’m a realtor and have used your packages for some of my clients and I will never refer Choice Home Warranty to any of my future clients! I’m sure you get the point by now! You’re company is horrible!

While I appreciate the coverage that Choice Home Warranty provides us, the process and length of time to get a service appointment, the process of actually getting the repair work done (approval, etc.) and lack of information/support for current customers on the website is abysmal. The service process has continued to deteriorate since we have had our policy. I would purchase a policy for a family member that is a new homeowner if these processes were consumer driven, however, they are not.

You advertise you will repair or replace appliances. However if you need to replace the appliance you will only pay the wholesale price. Very few of your customers can buy an appliance for the wholesale price. That is false advertising and I am looking for another home warranty.

I switched to your company because I heard very nice things. 6 months after signing up, we need service for our refrigerator. It was hard getting someone to come out and then when I tried to speak to a manager, he was very rude. The water was leaking through the floor and when I called to see if it could be escalated, I was treated as if I shouldn't have called and asked for him.

I don’t like the fact that you don’t cover installation of some kitchen appliances. And if a replacement is required they try and offer you a gift card for less than what the replacement cost will cover. This leaves you with the remaining expenses.

I needed to use my warranty on my dryer. I've been waiting two weeks now for this appointment. They called me this morning and he was due to be here and they told me they had to reschedule. They can't get to me till next week.

Technician was amazing and did “temporarily “ fix my problem but I am now waiting on a part that had to be ordered. It has been a week and I have heard nothing. Hard to believe an electrical company does not keep circuit breakers in stock. Disappointed.

Could not get service for 5 days in very hot weather on air conditioning. I have disabled person at home and it was an emergency. I had to get my own repair, and Your overseas customer service gave me a hard time about paying the amount covered my service.

Talk a good story. Had an issue with my microwave only problem is it’s 14 years old and 36” wide. Problem they don’t make that size anymore so won’t fix it and money they allow won’t cover replacing it either (if they even made them). Trying to make repairs myself with money allowance provided only haven’t received check yet.

Service response was fast and person who came out was nice and professional; however, my microwave still does not work and that is why I gave three stars instead of five. Not sure how I have a service questionnaire when service not complete.

No empathy for some cases, like my A/C went out 121 degrees, should have had it fixed immediately then worked out the paperwork. Had to find my own tech, looking at the reimbursement it appears to be different from the actual cost less my $65.00. I will wait for the check to see if it is correct.

I have had them for 3 years and filed claims 3 times. It is a nightmare. The customer service is horrible! I had plumbing stoppage in all toilets sinks and tubs. I had to call 4 and 5 times a day. It took 10 days to get someone out to fix it. A few weeks ago I had a pipe leak in my wall between dining room and garage. After 2 days they assigned to to someone to come out 10 dats later. UNACCEPTABLE!! I called numerous times asking for a manager , never got a call back due to all the claims. I asked if they were going to pay for wall damage and give me new hardwoods they said all they cover is the leak. They do not care how long it takes. II called and told them there were 200 plumbers in my zip code who can come today, they would not call. What they do is pot job on a board at low low price and wait for someone to accept it. Good reputable companies don't settle to be paid poorly for work. Stay away from them unless you are prepared not to have your proeblem fixed and a fair amount of time.

Received a gift card at Lowe's , under priced and had to wait several weeks to get it. If it had been my refrigerator that they were replacing, instead of a microwave, I really would of been up a creek! I did not put ' Amazing "down there.

When I needed my washing machine fixed , the repair man determined that it needed to be replaced with 30 sec. Choice home warranty gave me 50% of replacement cost. When my air con needed to be looked at because it was sparking it to 3 months for someone to come and fixed it in 1/2 hour (full summer without air con . During the past two months as my warranty was coming to an end I was bombarded with calls and emails asking me to renew. Each time I ask if they wanted to knywhy I haven’t Renewed as yet. I asked each one if the would like to know my experiences and they did not. But now I get asked to give feed back when all the calls no one wanted to know why. That is why I’m not renewing sincerely Brian Comiskey

My washer is still broken after 2 months , No one will off other solutions to fix it. There is any issue for back ordered parts and now the say they cannot get the part and no one from sears will contact choice home warranty so I have to suffer. This is their representative they do business with and no one will offer another solution for me. I regret signing a contract with them for 3 years. Horrible company will never recommend to anyone .

The delays in finding a technician is a Serious Pain point when you are already stressed about getting something repaired. I tried to be patient with a particular problem but it just escalated over and over. It was finally resolved after 3 months.

1) Not many contractors want to work with choice 2) In hot summer months or cold winters, CHOICE can almost never find a contractor within 48 hrs 3) We are allowed to find our own contractor but its an irony because they will not fill out diagnosis reports of Choice snd thr home owner ends up having to pay for everything. Plus, after repair choiceNEVER reimburses or thry give you a small amount I have 5 of my homes with choice and i just cancelled 2 recently snd will slowly move away

It was pretty simple to add a claim online and a 2nd claim by calling in. One of the claims were denied without communication as to why. If it was started as to why versus my guessing, I could give 5 Stars.

Prompt response. Only complaint is that I was not consulted about the day or time for the needed repairs to take place. I had to make several phone calls to reschedule the appointment times assigned to me.

First year service was spot on. Each year after that is sketchy at best. Takes days to find techs and in my case not at all. Leaking water ruined my bedroom wood floor and the won’t help compensate me for the damage. I pay over $1000 year and I not be renewing in July of 24. Don’t have local companies working with them and now they are sending out what appear to less than reputable companies.

We had an issue with our washing machine, repairman came out and was very polite and professional. He said they would have to order parts. Later that day I received an email from CHW that said Good News, they were going to replace the washer instead of repairing it. It was hardly good news. CHW stated the amount they will give to replace it. The amount was less than HALF of the cost of a new washer. (This is for the exact washer, which is still available). If that wasn't enough, they are providing the reimbursement in the form of an e-gift card specifically and it's to Lowe's. Why specifically this retailer? If the replacement cost is in the form of a gift card, why is it retailer specific? Why not provide a Visa or Mastercard gift card, so we can determine where we want to purchase the replacement. AND, to top that, it will take 30 days to receive the e-gift card. Seriously, 30 days to send out an email? That is total BS, why is there such a delay? . This is a major appliance that needs replaced immediately, not 30 days from now. As a result we had to shell out the full amount (more than double the amount they're paying) to replace the washer. I would never renew my warranty with or recommend this company.

I called Choice because my microwave was not working. A technician was sent out and then I received an email saying I could replace the microwave. I was advised that I would get a gift card from Lowe's. This was back in the beginning of AUGUST. We are now in SEPTEMBER and I have not received the gift. When I called customer service I was told it takes 30 DAYS to receive the electronic gift card. NO ONE EVER said it would take 30 days. The 30 days in at the VERY BOTTOM of the email AFTER you have accepted the electronic Lowe's gift card. To date, I have to gift card and no microwave. To say I am upset in an UNDERSTATEMENT.

So far this warranty has been amazing. I've had 2 other warranties and the quick response time along with the quality of workers this company sends are the best so far.

The contract price was reasonable, the service call fees are reasonable, responsive when needed, on occasion a bit difficult to deal with about what is covered, but overall has been a good company to work with.

At 6:06 AM on Friday September 1st [the day before the long Labor Day weekend) we contacted CHW about a problem with our water heater not working. Hadn't heard anything from them or a service tech so around 10AM we called the claims department and got voice mail and was requested to leave a phone number so they could call me back, which we did. They hadn't called back so around lunch time we called the claims department again and got voice mail. Still no call back so we called the sales department and they picked up the phone right away. He said he couldn't help me and and again we were transferred back to the claims department with no luck being able to talk to anyone. Funny they will answer in the SALES department but not in the CLAIMS dept. At 4:35PM we received an email that they couldn't find a tech to help us out. Notifying us that late in the day and trying to find someone to check the water heater out before a long Labor Day weekend doesn't sit well with us. No hot water for 4 days?????? Also, recently filed a claim on our A/C when it was extremely hot and our air wasn't working. It took them 3 day to contact a tech to send out to service our A/C. Needless to say, not the best dealings with this company.

Yo tuve muy mala experiencia estuve pagando mes a mes y cuando se presentó un problema mínimo en mi casa que se quemo una hornilla de mi estufa puse la queja rápido un mes esperando y llamando cada 3 días por que de parte de ellos no te notifican nada no te reciben llamadas tienes que llamar al departamento de compra de póliza con ellos para poder hablar con una persona y no con la máquina. Punto tuve que cancelar la póliza ya que nunca resolvieron mi problema por que no tenía un técnico en el área pero eso no fue lo que me dijeron cuando me vendieron el seguro todo te lo venden bien bonito mejor los cancele y perdí mi dinero con ellos está compañía son número uno supuesta mente pero personal mente para mi no sirven. Imagínate o pudieron reparar algo sencillo que te ase pensar que te podrán reparar algo mas delicado como el aire acondicionado de tu casa no ase lógica alguna yo no recomiendo que gastes tu dinero en esta compañía busca otra mejor escúchame el que lea este mensaje. No pierdas tu tiempo muy mal servicio I had a very bad experience. I was paying month by month and when a small problem arose in my house that burned a burner on my stove, I quickly filed a complaint for a month waiting and calling every 3 days because they do not notify you of anything. They do not receive. calls, you have to call the policy contracting department with them to be able to speak with a person and not with the machine. Point I had to cancel the policy since they never solved my problem because I had no technician in the area but that was not what they told me when they sold me the insurance they sell it to you very well I better cancel them and I lost my money with them, their company supposedly is number one, but personally for me they are useless. Imagine if they could repair something simple that makes you think they can repair something more delicate like the air conditioning in your house, it doesn't make sense, I don't recommend you spend your money on this company, look for a better one. One, listen to me whoever reads this message. Don't waste your time, very bad service.

Terrible policies after you get sucked in and buy the ‘Total Plan’ to make sure you can get anything that breaks down, fixed for the family, and the find loopholes and not matter what it is or what it costs to fix it, high or low, CHW denies it! It’s terrible to have to ‘fight’ for the services you paid for. Right now I h e a $150.00 bill I am stuck with because CHW says that we somehow must have neglected or abused the AC system! Really?!! It’s 100 degrees outside and systems just breakdown trying to work to cool off the dwelling. I can guarantee there was no neglect or abuse involved, yet CHW denies the claim to fix the unit that only needed a small part to keep it going. It’s a racquet I guess, right now I am very dissatisfied and upset that they denied to fix our AC! It’s totally covered!!

Good afternoon, On August 4, 2023, I had an issue with my Air conditioning unit Not Responding to the Thermostat, the Unit outside making noise periodically and the air was not blowing on the upper level of the house, no airflow at all. I submitted a claim to Choose Home Warranty through their portal on August 5, 2023, and made a claim, I received a message on August 6, 2023,at 07:16 AM stating that EMERGENCY RESPONSE HVAC-R SERVICES had been assigned to my claim and an appointment had been scheduled for Tuesday August 8th, 2023, between the hours of 11:00 AM and 03:00 PM. The technician from EMERGENCY RESPONSE HVAC-R SERVICES showed up to my house and replaced the thermostat, went into my attic, went outside to the unit then came back inside and told me that it was the compressor that was leaking and defective. I asked the gentleman what would cause that? He said it happens over time which to me meant “Wear and Tear”. He was confident in his ability to fix it and said he would put the claim in with Choice Home Warranty to order the parts and should be back within a week to fix it. To me it sounded routine, and it would be fixed quickly. Days went by and here in Georgia we were experiencing a Heat wave of 90+ degree weather all week which was horrible for my family with no A/C during this time, I heard nothing from Choice or from the HVAC company concerning a follow up or as far as a repair date. I called Choice Customer service on August 17, 2023, 12 days after my initial contact and 12 days with no A/C. the representative told me that they were waiting on photos from the HVAC technician and would contact me as soon as they reviewed everything, the very next day on August 18, 2023, I received a notification from Choice Thanking me for my recent claim submission. They stated that they understood how important it was to have claims processed in a timely manner and they appreciated my patience while they reviewed my request and after careful review, they regretted informing me that my claim was not covered. They stated that Based on the information provided to them by me and the HVAC technician assigned to my claim, they determined that the failure did not constitute normal wear and tear and/or was excluded from coverage in accordance with the terms and conditions of my contract. They told me that the technician said that the failure was due to a power surge. They then told me that I had the right to appeal the decision with a written request within 7 days, which I did. I was sent an email prompting me to set up an appointment which I did for the next day August 22, 2023, at 3:00 P.M. I received a call from case manager, she basically reiterated the denial that I received in written form previously, I asked how Choice came to this conclusion, she stated that the HVAC technician stated that a power surge caused this compressor leakage. I asked her how he could determine that? What is the physical proof or indicator that would show that a power surge caused this? She could not answer, I asked how the technician would know that I had a power surge? I said I did not have a power surge at all so where is that coming from? She stated that the technician said that there was storms in my area and there was power outages. I stated to her that I did not have a power outage, and how would the technician know about storms in my area or power outages? Does he live in my area? She stated he resides in your area; I asked her how she would know where a 3rd party contractor lives? Someone that doesn’t even work for your company? She stated that she didn’t say he lived in my area she said she stated that he resides in my area. I then told her that lives and resides by definition mean the same thing. She became silent, I then stated that the HVAC technician did not write on his work order that a power surge caused this issue, he didn’t tell me that face to face and he did not have it in his notes back at his company because I called his company earlier in the day and that is what was told to me. I then told her if I got another HVAC company to look at it for a second opinion and they determined it was a power surge I would leave it alone but then asked if they stated otherwise would Choice fix it? She stated that she could not guarantee that would be the case and any cost for another technician would be out of my pocket at my cost. I asked her was there a recorded conversation where the HVAC technician stated that a power surge caused the issue, she replied yes but we would only have to produce it for a court, I found that statement telling. She then closed by saying that they could not help me, and they were denying my claim. On August 23, 2023, at 3:43 P.M. I called HVAC-R SERVICES again and I spoke to a rep from the hvac company who pulled up my account and went over what transpired with my claim and with Choice Home Warranty Company. the HVAC technician that handled my claim never stated that a power surge caused my compressor to fail, she also stated that he never stated anything about storms in my area or power outages at all. She stated that he never said it verbally nor did he write it on any paperwork but instead the Choice Home Warranty company Authorization team came up with the power surge statement and tried to coerce her company into agreeing with it to deny my claim. She continued by stating that Choice does that all the time to get out of approving customers claims and this was not the first time. She then asked if I would like the notes that were sent to Choice by her company, I stated yes which she then sent me. I think this is egregious for a company to behave in this manor and take consumers hard earned money and not provide the services they agreed to, this company has been sued in other states and had to pay out an 800,000 settlement for this exact kind of business practice in one case. I now have to have my A/C unit repaired by someone else out of pocket after paying Choice all these years for the security of being covered in times like this. I ask that something be done about this company for myself and all the other customers that are subjected to this kind of malfeasance. I would also like to be compensated for being defrauded by Choice Home Warranty company. Would give 0 stars if I could.

I have been with this company for 5 years they cover a warranty on any age appliance they serviced my microwave garbage.deposal my air conditioning unit.

I do not recommend choice home warranty because they don’t ever check on the outsourced work or companies they hire. They just take your money and send people out and never check on you or know if everything went well or if there were problems. It doesn’t matter to them if things take long to fix or parts take long to deliver. I have had it initiate calls because they don’t care after assigning your claim to an outsourced company. I tried canceling and was told I would not get my check I was owed if I canceled.

This has been the most difficult for just my burned out microwave. I have had multiple appointments, taken off work to be here twice, and still today the tech suddenly was unavailable, but only after I called Prompt to say “where’s you man?” Another tech saw me in the que and was here by 6pm. Not very good service at all! Also now he has to come back with parts or replacement. Quite frankly, I deserve a new microwave!

I had two claims denied in which I didn't think was warranted. They found loop holes to avoid paying out the claim to fix my plumbing issue and my A/C issue. They use sub-standard companies to go out to review your claim and then they report back that it is not fixable and that it is not covered...homeowner's responsibility. Recent had my A/C go out and the company they sent recommended two new A/C when I only needed one. Said it could not be fixed and that it was not covered. I got a 2nd opinion by a 5-star rated company and they fixed it...it was nothing that the warranty company could have repaired with their 2-star contractor.

Freezer still not working. The company has been out here to repair twice and still doesn’t work. They say they’ve ordered the same part twice now. Freezer has been taken apart three times. Gaskets are torn and will not seal properly. Freezer should be replaced.

I purchased the five year plan from them and I would say for the value of my money, it would probably rate a 5. But they make it very difficult to reach somebody, and their process of reimbursing customers for expenses out of pocket is cumbersome. It should not take the length of time it does, and to do it, what they ask contractors to do is extensive and complicated. And I had another experience with them where the contractor got so frustrated it took him multiple tries, he finally gave up. So I got involved with it and submitted the information on his behalf. They rejected that, then sent it back and said if you'll do it one more time, they would accept it. And he did it one more time and we got it accepted. They just make it a very cumbersome process for a contractor to work with them as well. My most recent experience was a garage door opener that failed and I called and they said that because they did not have technicians available at the time, they suggested I try to secure my own technician to get the repair done, and I did. They said they had a new method in which I would pay the technician to do the repair and as long as they preauthorized the type of repair, I submit the paid receipt to them and they reimburse me less the amount of the service call, which is $65 in my case.

I submitted for a repair leaking bathtub faucet and showed head and pipe damage. I was told by one of CHW receptionist that you did t cover the repairs. I also mentioned I purchased a new shower head and faucet just in case I needed a new one. I then Called a repairman to fix the leak because it was causing more damage to my walls and floors. After the repairs I called CHW again to speak to a rep, was told to resubmit the claim or provide the receipt for repairs in which I did just to be told they don’t cover leaks! Not what their policy says. I asked to speak to a manager and was denied several times. Totally sucks! Wanted to report to the military JAG and BBB.

It took nearly a month to get any action. Claims manager told me technicians can not take time to look for leaks! Finally they sent someone to find the leak. He did not fix the leak, just showed it to me. I called claims manager and told het. She told me that she authorized the technician to do the work fixing four leaks. Technician said the claims manager can't and didn't give the approval. I complained online and received an answer online that the claims manager can't authorize work and that I have to open a new claim to get the work done. This company needs to train their employees!

I would not recommend Choice Home Warranty to anyone they’ve never made anything easy for me as their customer they went up on my service fee $20 without giving me any warning just for no reason they just went up from $65-$85 and every time I’ve had to file a claim with them, I’ve had to jump through hoops and do circus acts to get any satisfaction I would not recommend this company to anyone all of the technicians that I’ve ever dealt with have told me, this is one of the worst warranty companies that they deal with. I’m currently sitting here in 100° weather with no AC because they sent me an email telling me that replacement AC units had been approved then when the technician comes out here they only sent a part. My AC units are 31 years old. I made two separate claims as they had me do for each unit and the technician told them in his report they were too old Freon could not be put in them because it had been all outlawed and they had a crack, so they were beyond repair fast forward. They sent me an email saying your replacement have been approved. I don’t have any air to this day it is hundred degrees outside. I have a senior citizen in my home and a disabled person so no no and more no nobody needs to pay for this company .

They started out sending someone to access the service needed and to collect their exorbitant fee of $85 which isn’t applicable to what actually is still a hefty bill act the end. I m still waiting for installation of the water heater with a out of pocket cost of about $500. Don’t think I would recommend choice warranty their reviews rank them as one of the home warranty companies..

We bought it to cover our homes systems. Our home has been covered by Choice for aomost ten years. The AC went out in the middle of the summer when it was 107 degrees out. They took almost a week to send a repair person and they rejected the claim. The repair person/company said that the 7 year old compressor failed from wear and tear. Choice Home Warranty changed the decision and called it a catastrophic failure and would not cover it. Who wants a warranty that does not fix a covered item? They fixed my new refrigerature's ice maker and it had a known issue with that brand. I did appeal it and they were nasty on the phone and got me mad, while my family cooked at home. They could have cared less.

Your dispute customer service was great. Sorry it had to get to that level, but she did a great job of taking care of the situation. Hats off to her.

I've had a few technicians come to the house to repair some appliances. The technicians did a good job each time. I like that I can request appliances repairs online.