Choice Home Warranty

I bought the three year plan. What a mistake. They have NEVER fixed anything. They have the worst repair companies ever. And this is from A/C repair, plumbing repair, Appliance repair. They all have crummy equipment and are incompetant. They are cheap for a reason. They have the scum repair companies so you end up paying twice to get it fixed right. I have had to hire other companies to come and repair items and they all do it without a problem. BUYER BEWARE11

This company should not be in business. It is a scam. They do not pay claims and in fact, deny without any physical evidence (pictures or reported evidence from service technicians, etc.). We purchased this policy when we recently purchased a home that had systems & appliances that were 20 years old. The sales rep stated that would not make any difference and our systems & appliances would be covered. We filed a claim 5-17 for a leaking furnace and after no calls all day, I called a reputable heating & air person myself. They refused to work with CHW as was not paid on prior claims that CHW had contracted with them to do. With water leaking, I had no choice but to pay myself. Our Furnace & A/C was just worn out. Old. Non-repairable as it is an R22 and parts are no longer obtainable (Government banned due to environmental issues). Even with the report from the professional company as well as pictures supporting NO RUST, CORROSION or MISUSE, they denied for just that reason. What a joke. Ever heard of Great Benefit Life Insurance Company from the movie "The Rainmaker"? CHW is them. Do not waste your time or money.

Choice Home warranty is a scam. They will only pay if it is "normal wear & tear". Condenser went out on the AC and they used that as an excuse not to cover even though there is nothing in the exclusions section that specifically states condenser not covered. Total rip off.

We got Choice Warranty when we purchased our home. Our AC went out, so we called them to send out someone to check it out. The gentleman who came was awesome- very helpful. But when we called Choice back, they said we would have to pay $200 for a leak test when we already knew there was a leak. Then after the leak test, Choice would not cover the leak any time there is rust. How would there not be any rust when it's an outside unit? So we decided not to do that. But then we noticed our fan was not running (it had been working while fixing the leak). When we called Choice back, they said they would not cover it because we did not fix the leak. They said if we would have called about the fan first, they would have fixed it. All customer service we talked to were no help. We would NEVER use Choice again- it's not worth it at all. And even the $60 service call fee we had to pay, the guy who came said that is generally what you pay any company to come out. Don't use Choice! Not worth the headache.

This is the worst company. They refuse to honor their contract. I had a 3 yr. Contract, after the 1st yr I cancelled, they refused to fix my a.c. unit. They were supposed to send me $600 back...never got it, they lie and cheat and are worthless...

Purchased the upgraded warranty for a condo for my senior mother who lives several hundred miles away so repairs would be handled with less stress. The company responded promptly and technicians arrived in a timely manner. One problem was a socket that the microwave was plugged into stopped working. Since first thought it was the microwave, had to pay that service fee with no repair. Electrician called and another service fee. CHW would not pay to locate where the problem was. I paid over $400 to have plug/socket repaired. Now the air conditioning unit (inside portion) is out of balance and vibrating causing loud clanging noise when on. Since the system still cools, CHW would not repair the vibration/balance issue. Have to wait until it fails and is inoperable (in Las Vegas in the summertime) and the repair costs significantly increased. Makes no sense. On hold currently over 30 minutes to cancel contract. This is unacceptable and not how it was represented when purchased.

Contractor they sent misdiagnosed my unit along with flat out lying to warranty company about my unit having low freon due to stating it leaked out of my service cap, which I later found out is NOT even possible. I of course later found this out with a 2nd opinion of my own money all of this and sent all documentation to them to review. The excess of freon their contractor put in my unit caused further damage to my unit along with finding a wire that had been cut. The warranty company refuses to re-review the claim stating they are not responsible for their contractor and I will be cancelling my service with them. Their lack of response to the seriousness of the situation along with refusal to re-review a "valid" submission of my original claim with the 2nd contractors documentation is just wrong. I have filed a complaint against the HVAC company as well so they should understand I am very serious, but they seem to just want to wash their hands of any common sense in assessing how this should warrant a review of the claim and reimbursement as the original claim was handled wrong by their own contractor. I understand the warranty company is NOT the contractor, but they should consider reimbursing my claim as they are the ones who dispatched the original contractor.

Denial of a claim on my AC even though I have it regularly serviced.

This is a copy of a letter I wrote to Choice Home Warrenty. It explains my history with them. Nothing has yet been resolved. No one has contacted me about it. Here is the email: Where do I start? I have been a customer for almost a year now. I faithfully pay my monthly bill. I pay my service call money. Yet....I have never really received decent service. Your company lied to me about my washing machine, u till I had prof the repairman you all contracted never did what he said he would. I waited weeks for a repair person to return my call, going through several, I might add, to even get a schedule for my dishwasher. Again, was mysteriously not covered. This leads me to my latest claim which again, I have proof your company scammed me. See, I have a huge wall unit microwave/ oven combo. It needs a new something or another, for the sake of this discussion let's call it a widget. So repair company A puts in an order for a new widget. You all approve the repair. But, you all deny him the repair because he wanted to order the parts to get it her sooner.his past experience with your company is a 2 month wait on parts. So no one calls me. Several days later I call repair guy A to ask when he is coming out. He said you dropped him and I got reassigned. No one told me that. So I call to find out the next step. You set me up with repairman B. Repairman B is sketchy. Doesn't return calls, voicemail is always full. But he comes out. It has now been two weeks give or take. He looks at it. Doesn't even turn it on and after listening to me says, it needs a new widget, but with a new widget you need part x and part z. This is expensive, especially since you need two men to pull the unit out of the wall. He says the Vhoice will probably buy a new unit. So he leaves. Again, I hear nothing. I call Thursday to Choice and the guy on the phone says they have heard nothing from repairman B. I call multiple times to repair man B and finally get an employee. She says the repairman is out of the office till Friday. He will submit paperwork Friday when he returns. 2 minutes later ( still Thursday) Choice gives me a call stating that I need to call you. I call. I get notified that my microwave wall unit is not covered because of arching. Interesting I think. Neither repairmen mentioned that. Today I finally got hold of repairman A ( B still has not returned call) and talked to repairman. He asked if repairman B took out the microwVe. I said no, he didn't do anything to it. I don't even think he turned it on. Well, apparently the only way you can tell if a microwave has arching is to pull it out of the wall ( a two person job, I know because I had the oven part repaired( not by Choice of course) and it takes 2-3 men. Also, the back has to be removed and the microwave has to be turned on. NONE OF THAT was done. None. So there is no way arching could have been found. I expect my wall unit to be repaired by a person I choose or money to replace the full amount of a whirlpool wall unit microwave/,oven full size unit. This is the second time now I have been lied to about a reason something was not covered. I have done my part paying my bills. It is time for you all to do your part.

Choice Home Warranty does not cover everything they say when they sign you up! Please be aware of this company who is promising more than what they can deliver.

They did not pay for our AC repair said it was not maintained. We had it maintained twice a year. You cannot maintain rust it is normal. They refuse to pay by saying that the item was not maintained.

Choice Home Warranty is a scam. The lied to us about our claim. We called the company that inspected the AC on behalf of Choice Home Warranty. The information provided by the technician was misrepresented by Monica and Latisha at Choice Warranty. They denied the claim even after we confirmed their [Choice Warranty's] misrepresentation. We cancelled the warranty at an additional cost to us! This company is running a scam and homeowners need to be wary.

Call center was rude. Supervisors were rude. They go out of their way to find loophole not to fix equipment. When they can't find something they just decide it was not covered.

We have had issues with every claim we have made. This company has no personal concern for their customers. They have made me feel like what I'm dealing with or going through or issues I'm having do not matter. Their representatives I have talked to have a different story every time we talk to them, and the managers we speak with have a very "oh well this is how it works" sort of attitude with no resolution or helpful attitude. I'm not the only one in our family who have had choice warranty either. My mother in law had them and quit paying because she had nothing but issues with their service as well. We made a claim on 6/30/2017 and still have had no communication as to the matter as of 7/5/2017. We are to wait for an automative voice mail we are told. You would think if a customer has complained or is having such issues with the service there would be some kind of communication. In my option they do not care about the individual customer just the monthly payment they make.

I tried for 2 weeks (with hot temperatures) to get my AC repaired. I followed every thing asked of me and waited for each step to identify the problem and get it corrected. Initially, they told me the unit was under a manufacturer's warranty (which it wasn't) and when I verified and called them on it they reviewed it again. After their second review, they said the unit did not have the correct diagnostics done so they would not pay for the repair. When I told them (and proved it) that I had the correct diagnostics done, they agreed to review it again. The third (and final) time they came back with the generic "improperly maintained system" excuse and refused to pay for the repair. All this time it was over 90 degrees outside and we were all very uncomfortable, including my 77 YO mother. Choice Home Warranty decided to not pay for a contracted repair after I paid for the initial service call and the $2K repair on my own. This is a consumer ponzi scheme where they have absolutely no intention of paying for repairs that are covered and they used ridiculous excuses to do it. NEVER BUY FROM CHOICE HOME WARRANTY. I have informed everyone I know, including some prominent real estate agencies, about this and I would encourage everyone to do the same. They have been blitzed on social media and I will continue to do so until I get this resolved (or feel better). NEVER BUY FROM CHOICE HOME WARRANTY. - you will lose your money, sanity, and peace of mind because they are scheming to take your money and not provide the service they promised.

July 5, 2017 Dear Better Business Bureau, I initiated a Choice Home Warranty Home Service Agreement on May 9th, 2017. The copy of my contract arrived in the mail the day after the 30 day grace period to cancel the agreement had already expired. Choice Home Warranty has a generic agreement on-line with discrepancies from the one they sent to my home June 11, 2017. My 13 month Choice Home Warranty Service Agreement contract cost me $550, and it was supposed to be good from 6/9/2017-7/9/2018 for my home address, with a 30 day period from 5/8/2017-6/9/2017 when no coverage would be extended. After much discussion with CHW, CHW has agreed to reimburse me for 11 months minus $50 and the first month of coverage, which is about $450. I am requesting the entire amount I paid, $550, plus the two $45 visit fees be returned to me because no services were provided. Or CHW can provide reimbursement for services and the services that should have been rendered because they are covered under the contract during the first month of coverage, including the repair of the Wolf oven and the A/C fan and wheel. The first claim I made to CHW was around 6/19/2017 when my Wolf oven started to sound like it came on, but it didn't heat up. On 6/19/2017 CHW arranged to have a repair person come out. CHW gave me the name of the company that was to repair my oven, Jim's Place Specialty Appliances, I called them and set up a repair window. The company NEVER showed up the entire day of the appointment! I called them and called them, with no answer. I called CHW the next day, who did answer and said they would contact the company, and miraculously, CHW were able to contact Jim's Specialty Appliances immediately, and set up a new day and time for the initial review. The oven repair company did come for the second scheduled appointment and said my Wolf oven needed a new controller board, which is interesting because he didn't remove the bullnose from the appliance, which is required to test the parts to see which one failed (I had this part replaced by a certified Sub-zero/Wolf appliance repair company 7 years ago). I paid Jim's Place Specialty Appliances $45 for the initial inspection and they said they would call back after talking with CHW. A WEEK later I received a call back from Jim's Place Specialty Appliances stating CHW will pay for the entire repair, but I was responsible for a $180 access fee, on top of the initial $45 fee. I called CHW asking what this access fee was in regards to, the oven isn't hidden in a room or under a cement foundation nor is it behind a wall, it's in the middle of my kitchen. They said it was for 2 hours of access time to get to the part, then the repair would be covered. I called Sub-Zero/Wolf and asked what the appropriate time to “access” the repair would be, they said no more than 30 to 45 minutes, I asked if the 2 hours at $90/hour fee would be appropriate, they said no, and that Jim's Place Specialty Appliances is not a certified Wolf repair and maintenance company. I then tried to re-contact Jim's Place to negotiate a reasonable access fee, but they didn't returned my call, until after I cancelled my CHW coverage today. Late Saturday, July 1, 2017 I returned home from being gone for a week on vacation. My home's air conditioning was not blowing when I arrived home. I called CHW early Sunday morning and they hired a contractor to come out and look at it on Monday. I paid that contractor the agreed upon $45 for that visit. The A/C contractor said he would call CHW and that the repair should be covered. But because of the 4th of July it would be 2 days before they could repair the fan. July 7, 2017 he called me to inform me that CHW had refused to pay anything to repair the A/C. The cost for the repair was $850. I called CHW who said, “it was a pre-existing condition. The part and service would be covered if it wasn't pre-existing.” I replied, “My air conditioning was cooling my home when I left on vacation on June 23, 2017 and when I returned home it was no longer blowing. My contract began on June 9, 2017 and I arranged for it on May 9, 2017. Why was it pre-existing? They replied it takes a while for that part to fail. O.K. isn't that what the 30 day period before coverage begins is for (5/9/2017)? I asked how long I would have had to have had coverage before they actually honored the contract. The person on the phone would not answer my question, I paid for the entire year up front, but they don't cover things for the entire year? The contract does not state that there is an extended period for certain coverages to begin. I also mentioned that they could have had a home inspection prior to the beginning of the contract, but they chose not to inspect, instead, my AC was working before I initiated the contract in May. I live in Mesa, Arizona. It has been over 120' F during the day and upwards of 100' F at night. I would have called the first day my contract was valid if it hadn't been working. But my AC was blowing great, I didn't need to call, until I got home from vacation on July 1, 2017. I built this home 10 years ago, August 2006. The same HVAC company that installed my AC has upkept it the entire time. I called the original installing HVAC company this morning 7/5/2017, he said this fan/wheel failure should have been covered under this home warranty. The reason I bought the warranty is because my home is 10 years old and A/C units are known to fail around 10 years, and summers are hot here. Here is the paragraph of my CHW contract that applies to A/C. 4. AIR CONDITIONING/COOLER NOTE: Not exceeding 5 (five) ton capacity and designed for residential use. INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except: EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment. This repair should have been covered 100%, but it was denied 100%. After complaining for a long time CHW did say they would be willing to cover $100 of the $850 repair of the AC fan and wheel. I paid $550 for the coverage, I expect 100% coverage. CHW has agreed to refund $450 of my annual coverage stating they covered me for a month already, which they obviously did not. In fact, the oven repair company finally called back (after I started this letter, and canceled my coverage) on 7/5/2017 and I asked for the oven part, since I paid for coverage during that period of time, they called CHW, who said they would not let me have the part they had approved and I paid for through my home coverage contract. CHW seems to have a scheme where they charge people for coverage they don't provide and then when they refund the coverage they keep $100 and that's their business model. I expect 100% return of the $550 I paid for the service contract, or a $450 reimbursement for the remaining 11 months, and reimbursement of $750 for the repair of my air conditioning fan and wheel (My old HVAC company was able to fit me into their schedule today and do the repair, all in one day. Although, they were reluctant, seeing that I had a CHW home warranty and they felt strongly that that home warranty should have covered the repair cost, which ended up only being $750 with my old company, $100 less than the CHW contracted compnay.), and CHW will repair of my Wolf range for no more than a 30 minute access fee (Tri-City Appliance is a Wolf certified repair company and can do it in 30 minutes) and cover the cost of the part (although, I'm not confident that is even what's wrong) or reimburse the cost of Tri-City Appliance repairing the oven.

Do not purchase their policy if you live in the Texas Hill Country. They must not have many technicians in their plan for this area. The metropolitan areas have numerous repair firms, I believe. Just not good here!

My claim for a plumbing repair was denied- the problem needed to be fixed by "jetting" the clog. According to the authorization dept, that was not covered under my policy. I was told on the phone by a representative of Choice Warranty that only rust or corrosion would be cause for denial. As usual, this insurance company was happy to take my premium, but always finds a loophole to avoid paying a claim. HIGHLY DISAPPOINTED AND DO NOT RECOMMEND CHOICE HOME WARRANTY

This company is a total scam. They do not want to pay for anything and expect the owner to pay for all repairs and their wasted deductibles. This is my first year with them and last one. Had to out of pocket for a new water heater, washer, disposer, plumbing for a burst line, and toilet valve. All instances I called them up and had to pay the 45 usd copay for them to say that they won't cover it. I will stick to Craigslist contractors. Never again will I purchase this scam.

Very bad company terrible customer serv.

It took me over 2 weeks to get my claim taken care of and that is with me going outside their vendors / suppliers. You have to wait 30 days from when they approve the cost to receive the payment. Uses vendors/suppliers that do not warranty their work. Their Vendors/suppliers make appointments and then don't show.

I purchased a comprehensive warranty plan for home warranty from Choice Home Warranty and prepaid close to 2000 dollars in advance to get coverage on big-ticket items such as AC, HVAC and plumbing in case of a breakdown after being convinced all of that is covered. However when my AC unit stopped working in the middle of summer, and I filed claim, without properly reviewing technicians diagnosis they declined to pay for the AC replacement that was required and recommended by the technician. I had 3 different technicians look at the unit and submitted their diagnosis each lead to the conclusion that a 17 year old unit died during normal course of business, and it was well maintained. However the company kept declining using one reason after another. First they said I did not maintain the unit without even asking for maintenance records. After I forced the maintenance record, they then said it is not "proper" maintenance record. After tech got on call with them and wrote up well maintained unit then they changed the story to say it was not normal wear and tear. This does not happen during normal wear and tear is their reasoning. What is the use of purchasing the warranty when they dont cover for the main intended and agreed purpose? They are deceiving, claims specialists were arrogant and upen push back they started offering 300 then 400 then 500 dollars as courtesy credit, instead of paying for it. I ended up going to BBB, Attorney General and Media. After Media contacted Choice they called me just yesterday and offered a buyout plan rather than agreeing to pay for the replacement. Given no other choice left I agreed to take the buyout. This defeats the purpose of the warranty company. What is the purpose of warranty company and buying these expensive warranties if they keep tricking customers with deceptive practice to have to pay for major repairs? Consumers, be aware - this company is fraud. I had to go to media to even get my unused portion of money back after so much hassle and pay for the replacement myself. Find other companies than CHW if you are looking for home warranty, look at reviews and others experience before buying it. I wasted a lot of time, went through a lot of hassle and stressful moment with no fruitful results and ended up parting the ways with CHW.

Choice warranty sucks I recommend anybody looking for a service contract stay very far away from his company. They look for every way to get out of fixing anything or covering anything Check all the complaints look at the lawsuit from state of New Jersey and state of Washington and a lot of other complaints. I plead with everybody who has had the service to tweet how bad they are.

I got a call from a service rep today. After explaining to him that I was looking to switch my warranty because the old one was expiring and I wanted to see if there were any better deals the rep said "that's understandable". I then asked could he send me an email so I can compare what I have to what they were offering he said "it's on the website" then he hung up. I will never communicate with this company about anything.

When my $1000 May tag washer stopped working CHW could not fix it and only offered me $300 to replace it. Now I have to come up with the $700 more

As retired disabled veterans, on limited income - we choice CHOICE due to their past reviews and reputation. Our 2 toilets (out of 3) are over 20 years old and stopped flushing properly - needed to be replaced. They sent out a plumber after 8 days - who seemed inept. He told CHOICE our toilets are older and needs to be replaced. HOWEVER - he reported to CHOICE that "sentiment" is causing the issue and is not covered under our policy. I told them ridiculous and they told me WE HAD TO PAY FOR 2ND OPINION - I told them that is crap - their original plumber had no clue and not our fault. We are going round and round. I agreed to settle with CHOICE purchasing the 2 toilets and we could install. They said to contact a TRACY at [email protected] - she is from CONSUMER ADVOCACY DEPARTMENT. I was refused her last name and telephone number. She evidently is the person who denied our claim. Now I'M PISSED - so, I've reported them to BBB etc. because I feel that they are abusing us elderly by trying every tactic to not replace per our warranty. I am also reporting to AARP etc. etc. What a waste. ANYONE OUT THERE KNOW OF ANOTHER WARRANT COMPANY that covers Virginia City, NV (Storey County?).

I previously made a claim for my AC and they declined saying that the condenser unit was new. A different technician discovered that the leak was in an older part of the system and they still denied the claim say that it was a faulty installation. Based on using faulty installation as an excuse, they could deny every repair to every HVAC system in the country. Just garbage service and an awful company to deal with, it sounded like the girl was reading from a manual of excuses. The people on the phone seem to be trained to simply talk over you and not listen. As I said in an earlier review, I would avoid this company at all costs.