Name: Choice Home Warranty
Rating: 3.8

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Jennifer Bova Brooklyn, NY

All but one of the servicemen sent to my home were very good. One was terrible. I could tell he didn’t want to do the job. I sent him away. The dishwasher is still in need of the repair.

6 months ago

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James Burleson, TX

The integrity of the company to do what they say they will; their swiftness to answer our call for help, their choice of qualified people to get our appliance fixed.

6 months ago

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John Onalaska, TX

Bad experience. I signed up with choice and 32 days after signing up my icemaker started not making ice. They sent a contractor and they repaired it. 33 days after signing up on my way out of my house to work my garage door opener stopped working. When I hit the button it just hummed. They sent a technician and after he submitted the estimate they immediately emailed me that it was preexisting. That supposedly the garage door opener couldn't burn up the motor when I pushed the button. The interesting part is, I have owned a house for 24yrs and replaced 3 chain drive garage door openers with the exact same thing. Motors burns up in them or the sprocket breaks off. It's happens immediately when you hit the button. Not over time, that makes no sense. Clearly just them using preexisting as an excuse to not repair my garage door opener. I canceled my contract and had a company replace the opener the next day. Oh and the company I had replace my garage door opener told me they go out all the time immediately when you hit the button, just like I already know.

6 months ago

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Raymond FL

They always low ball the reimbursement amount. My garbage disposal just failed. It took a week to get the appt with the technician who came from 50 miles away. I paid my $45 see fee and then CHW wanted an additional $60 to replace the unit for a total of $105 out of my pocket. I could have gone to my local Home Depot and bought one for about $130 and installed it myself in an hour.

6 months ago

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Eli Gueta New York, NY

Choice is getting the absolute lowest score from me due to several very poor experiences. I am actually terminating all my contracts upon their respective expiration. Have been paying for 4 Contracts diligently and when I needed services, unfortunately, Choice did not come through, In fact, I had 2 extremely bad experiences! 1st case, my air conditioning unit stopped working, I immediately opened a ticket and Choice sent a technician which recommended to replace the external unit with a new one. Choice remote team determined that they will not cover the repair/replace claiming negligence and misuse. I supplied statement from the Choice technician (which examined the unit on Choice's behalf) plus a 3rd party independent technician's written evaluation, both stating no negligence or misuse and that the unit burned due to age and normal operation. Regardless of multiple escalations within Choice organization, Choice decided on paying Zero for the repair not even agreeing to a split or even paying for the $165 out of pocket ($65 visit plus $100 independent expert inspection), not to mention any portion of the $4,300 replacement and installation costs. 2nd case, my pool pump was leaking. Again , opened a case with Choice, a technician from Choice determined that a new pump is needed. Choice again decided to pay nothing, this time with no explanation at all. Again, after multiple escalations and offers to just pay partial or at least for the parts' cost or anything towards the repair/replacement, Choice decision was to pay Zero. So unfortunately, after paying monthly fees (actually for 4 houses) and $65 for technician cost, I had to spend $2,300 to replace the pool pump and received zero ,again, from Choice. What is the point in paying thousands of dollars every year while Choice again and again refuses to pay anything and just costs me additional money for their technicians to evaluate the problem and then Choice arbitrarily decides to pay zero especially for the large claims. I challenge Choice to check their own recorded records and confirm that everything stated is absolutely accurate and true. Sincerely, Eli

6 months ago

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Michael McMillen Tullahoma, TN

I submitted a plumbing system claim (#216127072) to Choice Home Warranty (CHW) for a water leak issue six days ago and no action has been taken so far. I was led to believe a technician would be assigned to my case within 24-48 hours of my filing and we are well past that now. I paid over $2,250 for the CHW Total Plan (which covers plumbing systems) so my family would have some peace of mind should anything like this occur. But, obviously, CHW has not lived up to it's obligation in my case. I've been emailing and/or calling CHW every day since filing my claim last week Friday and all I've received thus far are apologies and promises that they are working hard to find an in-network technician in my area. The last correspondence from CHW yesterday suggested my claim had been elevated and that a manager would be in contact with me some time today. It's now noon (Wednesday) Central Standard Time, and I've yet to receive that phone call. Meanwhile, my family continues to be inconvenienced because we are unable to stay in our home without water. What is worse, however, is that we have no idea when our nightmare will end and whether or not CHW will ever come through for us.

6 months ago

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Henry Kelly The Villages, FL

I had a issue with my HVAC (it wasn't cooling). Called CHW and they had a HVAC company contact me with-in 24 hrs. A/C was fixed with-in 2 days (weather caused some delays).

6 months ago

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Marco Ragheb

Pros: Very responsive Easy to file claim Cons: Need a mobile application for better experience Agents have a limited time to provide services Not working on weekends so it’s horrible in case of emergency

6 months ago Edited October 4, 2023

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Nizarali Ladhani

I paid for five years thinking that they will have the best service and I will save some money but that was my biggest mistake I made. I wish I would have paid for a year and I would have not signed up for the next year. When I had a problem with heating and cooling my air conditioning system, they did not cover anything and I had to pay $4000 plus to get new equipment when many other companies will help out the policy holder and they will at least pay 3 to $4000 and replace it. But in this case I end up paying $4000 plus, almost $5000 for a whole new system and the excuse was that you didn't do service, which was not correct. They said that's your responsibility.

6 months ago Edited October 4, 2023

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Tammy Grand Prairie, TX

CHW representatives are very professional and helpful but the technician failed to turn in his report, did not leave me a copy of the receipt or report and he wrote down my credit card information on his clipboard. His truck was leaking oil and now I have oil stains in my driveway. My AC unit is still not fixed. I have an Infant. I have to rent a hotel now.

6 months ago

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Derwyn Benn Hagerstown, MD

After 2 years on my 5 year contract and one claim to replace a $60.00 dryer timer, I filed my second and third claims on same day. One for my furness which was denied because the manufacturer warrant was still in effect which I understand but the other for my dishwasher also denied because the handle/latch that broke while using it and the lower plastic door seal that was constantly coming out of place leaking water were all physical damage rather than wear and tear. I’m done. Called to cancel policy soon after but after being transferred and waiting for over 5 minutes the call was cut while I could hear chatter and laughter in the background ! I’ll be calling back tomorrow after I calm down to cancel this policy again ! The only good thing out of this were the contractors sent.. They were all professional, excellent and straight forward. Hopefully Choice can follow this lead..

6 months ago

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Mark

On January 26, 2024 I filed a claim for my plumbing system not functioning properly. On January 27 I received an email apologizing for them not being able to find a technician to address the issue. Today is January 30 and i have heard nothing else from CHW.

6 months ago Edited January 31, 2024

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Frank A LoPiccolo Brooklyn, NY

Had a cliam for my Fridge. CHW repairman advised I broke it and therefore it was not covered. I had GE repair it and they advised that I did not break it, as it was a bad board. He replaced the board for $178.00 and everything worked fine. When I went back to CHW and told them of the repairman's findings, they refused to reimburse me for the repair expenses. I had to go to small claims court to get reimbursed. I did not renew contract

6 months ago

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Chip Smithson

Time it took for the Choice Home Warranty to find a contractor that would actually work under your program. It's very interesting that technicians said when they would come on scene that most won't take work from Choice Home Warranty for how little they pay them and at times it took some time for contractors to pick up the work because they just didn't want to work with Choice.

6 months ago Edited October 4, 2023

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Sharon Shah Winter Springs, FL

Every claim I had they were very responsive. One thing I would change is the service fee it should be lower as we already pay a monthly fee. Overall no issues.

6 months ago

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Steve Bradshaw Flowery Branch, GA

I have used them several times and the work was fine but in each case I had to wait several days for an appointment. Waiting days in the heat of summer for HVAC repair is not fun. Would love to see them prioritize HVAC and plumbing issues

6 months ago

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lewis Robinson

They need to do a better job at following up on claims. Some of the techs don't do a great job with the work orders and the fellow up part when there supposed to come back out. The company in general do a outstanding job over the phone it's just the company's they sending out doesn't represent the choice warranty in a positive light.

6 months ago

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Alicia

Should have NO STARS. WORST COMPANY. HAD SELECT HW and switched... MISTAKE. Claims review person who denied claim never put their name in their denial letter. We had a flood and had to vacate and the tech never arrived in a timely so we said to postpone til our return. They closed out that ticket and when we returned tgey issued a NEW clm # but then DENIED SVC stating was not covered bc of misuse, old, etc. At 1st they asked if an off color door was acceptable..we said YES. Now they've canceled. Seeking legal course. I'm 72 and daughter is 52. Both have health issues. This has stressed us immensely.

6 months ago

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LG currier Minneapolis, MN

Choice Home warranty makes false promises before you buy to get you roped in and then does NOT honor the warranty as listed in your contract for a claim. The customer service is horrible once you have made a claim. The appeal process is a joke. They never review an appeal. They set $$ limit on each appliance but that is NOT written into your contract. I made 53 calls in one day to fix 1 problem. I did get good service with their outside vendors once Choice Home Warranty accepted the repair. But that has nothing to do with the warranty company. They will not replace an appliance as stated in the contract. They gave me a small fraction of money to purchase an appliance that they should have covered in full. And even then it had to be their pre approved brand. Not the brand I wanted even though I was paying 90% of my appliance. Horrible horrible company to work with.

6 months ago

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Mary Ann Mattingly San Diego, CA

My combination washer dryer was deemed unfixable by a Choice repair man. It would be normal to think that Choice would either replace it with a like machine or give an adequate amount of money to replace it. No, their small print allows them to give you what they would pay for the machine with their deep discount but not actually give you the machine, so the best they'll do is give me about half of what it will cost to replace it. Even worse. I've been waiting many weeks for a check that was promised me and it still has not come. When I called to inquire about it, I was transferred to another department, then had my call disconnected after a long wait! This is a disgusting way to run a company.! I paid in advance for multiple year policy on my home and guest house., guess who's going to be canceling! There are better companies out there that don't treat their customers this way!

6 months ago

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Bobby Cranford Forney, TX

Choice home Warranty is great as long as your appliances are repairable. If the technician cannot get the part needed to repair your appliance and it has to be replaced Choice Home Warranty is worthless. They paid me 1/3 of the cost of the cheapest dishwasher available at Lowes. When my contract is up with Choice Home Warranty, I'm going back to American Home Warranty. The representative that sold me on Choice Home Warranty assured me that if an appliance could not be repaired that Choice Home Warranty would replace it at no additional cost to the customer. That was a ball faced lie.

6 months ago Edited October 24, 2023

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Frank Forshage Lockhart, TX

Great service. Changed his schedule to come sooner due to spoiled items from fridge not cooling at all. Very complete and very professional. Highly recommend him.

6 months ago

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Sandra

Their service has been wonderful. I have had good experiences with them. They have gotten back to me in a reasonable amount of time and accomplished the needed work.

6 months ago

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James

It's a little bit hard getting to the right person, but whenever I do, they're fine. They have great customer support. I'm recommending it to friends.

6 months ago

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Carol

I sell real estate and I use them. They come when they say they're going to come, and the representative that came to fix my appliance was very friendly.

6 months ago

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Donald

You have a good customer focus. The individual you sent out was very professional and he didn't waste a lot of time. He got the issue taken care of and so we appreciate that.

6 months ago

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Eva

The last person that we used didn't get the arrival time correct. The serviceman was friendly, courteous, and respectful, so that means a lot to me and my wife.

6 months ago

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Irma

They were knowledgeable and polite. The only thing I don't like about it is that a lot of times you can't get in contact or you're on hold for a long time.

6 months ago

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Craig

I had a very good serviceman who came out here to work on it. But people on the phone with Choice were terrible. Communication is just terrible. They don't call you back, they don't follow up. Nobody can make a decision. They put you on hold, they hang up on you, and they tell me they don't have no supervisor and I know that's a lie. I finally got a case worker on the phone and they were able to give me a little more information. It took them about 3 to 4 weeks to get my air conditioner installed in 100 degrees down here.

6 months ago

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Seqwana

I tried to use my warranty to get my subzero freezer fixed and I did not get the proper repair or response for that repair. Also, I had a second instance where I was trying to get my A/C repaired and I did not get the proper response or feedback. Both were denied. The technician said it could be fixed, so I spoke with your representatives and I have not gotten any feedback. So the technicians that you're sending out versus your service team are very inconsistent.

6 months ago

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Thelma

When I had an issue with my air conditioning system that needed repair during the pandemic, I requested that I use a person that I already knew because they would be coming into my home and they would not do it. The company would not do that. So I think that was the most disappointing time that I had.

6 months ago

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Lonnie

It was a little confusing to me. For example, we need to have our washer repaired and they tried to repair it and and they couldn't get it fixed. And so they told us we needed to get a new washer. And then they gave us only a fraction of what it cost to buy a new washer.

6 months ago

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Sam

My experience with Choice is not good, and I have filled in a survey telling them of my dissatisfaction. I receive phone calls every couple of weeks and a couple of emails about every day. So despite my displeasure with Choice Warranty, they continue to solicit my business. I just bought a new house. I've just bought another house and I did not choose Choice Home Warranty as the warrantor for that house. I currently have six houses. Regarding customer service, the information that I received was not correctly complete and the payment for a claim was very bad. I haven't even received it yet. Basically, the air conditioner went out. So I, in an effort to save money, went with the recommendation of the technician who gave us the choice of him trying to repair it or installing a new unit for $3500. I tried to save the money for both me and Choice Warranty, but the repair didn't last but a week and so at that point I had to replace the air conditioner, which Choice Warranty told me I couldn't. They would not participate because they already paid for the repair, so I lost the difference between a $200 repair and a $3500 new unit. If I had known I would be losing that opportunity, I would have put the new unit in when we first evaluated the situation.

6 months ago

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Kennedy

It's very difficult to communicate with the individuals in their customer support office. Right now I'm having issues because my unit was supposed to be replaced and because the technician didn't pick it up on Labor Day, they cancelled it. So sometimes it's like pulling teeth to get things done with them.

6 months ago

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John Clifton Park, NY

Technician came 5 weeks ago to fix our refrigerator said he would try to get the part have not heard from him ever since , not sure what kind of game they are playing I notified them several times with no response said I would hear from them in 48 hours each time I called still nothing ,if I do not here from them today I am going to report them to Consumer Protection and let them handle this matter ,,we are so sorry that we signed up with them there are other great companies out there I would NOT recommend Choice Home Warranty they are not good people to deal with quick to take your money but not pay out.

6 months ago

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Jean Shields Lakeville, MN

The following reason is why I gave a 1star rating. I never received a part for my Maytag washing machine. I called Sears approximately two weeks ago, and I was told that there was no part that was to be found. The communication has been incredibly poor. I was never contacted with any updates. I set up and canceled three appointments, waiting for a part to be delivered to my home. Nobody told me that there was no part. “I” had to call Sears to find out this information. I am in my sixth week of not having a wash machine, and I would like this to be resolved ASAP. I am not a happy camper to put it mildly. Jean, Shields

6 months ago

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Winona Simi Valley, CA

This company is a scam and they are in cahoots with their service providers. I bought the house and warranty in June. In August, my air conditioner stopped working. It took 2 weeks to get a contractor scheduled for a visit. When they came they told me my service call was double because it was a summer rate. Once I agreed to pay double for the service call, they replaced the compressor and charged me directly for the repair saying that they will submit the bill to Choice, but they know they won't pay for this type of repair. I called Choice a few weeks later and confirmed that Choice paid the contractor. Now the contractor has been paid twice and Choice told me there is nothing they can do regarding contractor behavior and referred me to the contract. After speaking to a Choice manager who understood my issue, they told me I would be refunded the invoice amount that I paid. I still haven't received the payment. Scam. Run. Do not buy.

6 months ago

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Cesar Augusta, GA

When I have called the Choice to get service on what I’m having a problem with. They are very good about getting it done in a timely manner but I just found out that if my air conditioner goes out, they will only give me $1000 to fix it so it’s gonna cost me a lot of money, and I am on a fixed income and I thought that it was covered so I’m not happy. I will probably start looking for another company that will cover the whole or a majority of the cost of the air conditioner if it goes out.

6 months ago

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Mon-Fer UnityGaming The Woodlands, TX

The claims department has been diligently scheduling service on claims with reasonable time frame and responding to questions online. First renewal of policy looks like it is going up over $100.

6 months ago

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Sharon Golaszewski Freeport, TX

Our water well pump needed replaced. They couldn’t find anyone to come out so offered reimbursement. That’s fine but I had a friend do it and because it wasn’t a business they won’t accept it,. And they only reimburse up to $500. Won’t be renewing contract. Shouldn’t offer a add on service you can’t provide. And none of the business I called weren’t interested in the extra work in waiting on authorization and sending invoices to Choice. We’re done.

6 months ago

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Dawn Barbour

The technicians sent to handle my issues have all been knowledgeable, thorough, and demonstrated excellent customer service skills. So far I am extremely satisfied with CHW.

6 months ago Edited December 18, 2023

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VC Jones Philadelphia, PA

The last few claims I’ve put in, they tried to send me a technician I previously complained about and seem to have issues finding technicians within 24 hours like they used to. I typically only make claims related to the plumbing, so I’ve been fortunate enough to be able to have the same plumber in my home for these claims.

6 months ago

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Kim San Diego, CA

The service was great! Very nice service technician and knowledgeable. I'm glad that this warranty company was recommended at an office meeting by other agents.

6 months ago

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Linda Yorba Linda, CA

They like accepting your premiums, but paying out is another story. I am totally disgusted by their lack of professionalism and difficulty resolving my claim. I sent a letter to their legal department and president, James M. Their escalation department is useless and when I requested to talk directly with legal, I was denied. They don't take calls! My claim was denied because they tried to claim my problem was from misuse, which was ridiculous. I have two experts, including their own technician who said it was "normal wear and tear". Obviously I don't plan to renew my contract. I'm sure they will be glad to see me go, but I have every intention to provide a detailed YELP review, and hope others will benefit from my poor service and stay clear of this company. I will also pursue through the courts and plan to keep the public updated via YELP. They don't even deserve one star! Linda Kaidin Policy# 767325506

6 months ago

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Rhoda Barrington, IL

Their idea of replacing a broken appliance is to offer you Half of the retail value and then give you the amount in Lowe’s gift cards that you get a month later in the mail. Like their valued customers should go without a refrigerator for a month waiting for the gift cards to arrive! Or having so many exclusions on an air conditioning system that you end up paying over half the amount to replace a comparable unit!

6 months ago

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Lynn Brookings, OR

Thus far I filed a claim with CHW at the end of July. I received a CHW Processing Claim email on Aug 4. On Aug 10 an American Appliance Repair representative came for an appointment. A week went by and I had not heard from CHW or AAR. I called AAR and got no response so I called CHW and was told that AAR had not sent a diagnosis. On Aug 24 I received an email from CHE stating the claim was authorized for repair. On Aud 28 I received an email from CHW that you received a diagnosis. On Aug 30 I left a message with AAR that I would be out of town for a week. On Sept 8 I called AAR and left a message that I was home. I’ve left two other messages with them without any response. When you send me an email requesting a rating as you have many times. I feel there should be something to rate. So far I am out another $85.00 with no results.

6 months ago

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Barbara Crockett, TX

I am extremely dissatisfied with the service we received so far. I have submitted 3 claims and not one has been resolved yet. The A/C unit has not been fixed yet, the Tech's have been out 3 times and are to come back sometime this week with the part they THINK will fix the A/C. You sent a Tech out to take a look at our dishwasher. He said it needed a part that he would need to find and never heard from him again. Then I get an email from you stating that the dishwasher situation has been resolved. How is it resolved? No one contacted me to explain that to me. You sent a Tech out to take a look at our water heater that is leaking and you refused to let him fix it. So, our water heater is still leaking badly and ruining our floors and walls.

6 months ago

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Terry St. George, UT

I've only had one claim. The total cost would have been about $1,100. Choice decided to pay for about $500 of it. The rest was "wear and tear" on the washing machine. They could have decided that it all was or none. Bottom line was that wear and tear is what you pay for on a home warranty. If everything is new, you don't need repair. I'll go with another company when Choice finally expires.

6 months ago

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Tony Mangione

The service was good however the tech noticed that the motor was going to fail but choice would not cover it until the motor totally fails. It will shortly as the motor is making loud noises now. It will cost me another 75$ deductible when this happens. I would expect Choice to take he Tech’s findings and fix the unit all at once. .

6 months ago

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Robert Best Fort Bragg, NC

It seems a good value for the money when the contract is followed. Communications are quick but ambiguous and follow through has been poor. The live agents seem friendly and helpful but there seems to be a disconnect between the assurances I am given and how things play out.

6 months ago