Choice Home Warranty
Reviews and Complaints

Our water heater has not been functional since Saturday July 23, 2022. A call was made to Choice Home Warranty notifying them of our situation. As of today Wednesday July 27, 2022 CHW has not made a reasonable attempt to resolve this problem. We were told to look for a contractor to do the work and they would reimburse us. We do not have $25,000 to pay out of pocket and wait for a reimbursement.

I filed a claim for the A/C at my Barnominium where my daughter and grandson live, Claim# [protected] with CHW on July 23, 2022. They denied my claim, stating that there was no way my unit was in working order prior to the policy effective date of my policy of July 23. In my claim I stated that the unit was not cooling. The representative said that the "team" had concluded that the unit must have had issues for months. And yet the unit was cooling just fine, and I have a detailed home inspection report stating that it was in working order prior to closing of May 6, 2022, and only needed freon which was done prior to closing. No one contacted me, nor inspected the unit prior to this conversation. I presented several scenarios to the representative asking if those claims would be denied as well, and all he would say was that each claim is addressed individually. I purchased (2) policies with this company, one for my main home and one for a barndominum on my property as well. I am regretting choosing this company already. So now, not only am out the money to purchase of the full years premium for (2) policies, but I am also out the money to repair my A/C. I did explain to the rep, that because of the delay in their response, I had contacted an A/C Company, and luckily, the part is still under the Manufacturer's warranty, and I only had to pay for labor, but he still would not even discuss paying for the labor. I will admit that by the end of the phone call I was very upset, and I didn't appreciate the condescending attitude of the representative that I was dealing with, which most definitely changed my tone and attitude, and probably could have been more gracious.

Horrible experience with CHW on non-repairable frig. CHW repairman said if was repairable and the parts were still under warranty, so CHW required me to track the parts down with KitchenAid. Parts were sealed systems requiring a certified installer. After 3 months of back and forth with CHW and KitchenAid, KitchenAid finally send me the parts since the CHW repairman said he was certified. He installed them and charged the frig with freon and said it was fixed, but it was not. 2 more visits from the repairman ended up with him stating it was non-repairable and they started the replacement process. I had Kitchen Aid come and evaluate and their very knowledgeable repairman took one look and said it was non-repairable from the beginning and the CHW repairman should have known this from the very first visit. Then to put salt in the wound, CHW only gave me $900 for a frig worth $3100, as they are not required to match the brand, dimensions, color, etc. of your frig, only math similar features, capacity, and efficiency. I'll never use CHW ever again and will never recommend CHW to anyone. Over the last 3 years I've used them, every single repair, etc. I've had has turn out bad. Their top rating is a joke!

CHW is now telling the Technician that my claim is closed so now he won't replace my AC unit replaced.

L&J Handyman Services has been assigned to your claim and an appointment has been scheduled for Tuesday July 12th, 2022 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for L&J Handyman Services is [protected]. Upon the technicians arrival you will be required to pay a $60.00 service call fee.

Congratulations! Your claim #[protected] has been approved for Condenser. CHW will be supplying Condenser and authorizing the technician's labor as part of your warranty agreement. Please click here for further details and to start the process of replacing your Condenser. To decline, please click here.

(07/22/22 10:32 AM) Flora Fel Datwin: Thank you for your email. We apologize about the delay in response. Our records indicate you have been in contact with a representative. Thank you for being a valued customer of Choice Home Warranty.

(07/25/22 02:27 PM) Tiffanie Deslandes: so sorry sir,\r\n\r\n went into the policy we are only offering the 13 seer. I advise you to call back tech and have him come out to do work, if you\'d like to have a higher one you will have to cover the cost yourself. \r\n\r\nTiffanie

I have talked with the Technician on Friday 22 July, Monday 25 July and Tuesday 26 July, 2022 about installing my new unit and the Technician is informing me that CHW has NOT been in contact with him and NOT provided him with a unit for installation. Why has the Technician NOT been contacted and provided the approved equipment? Regards,

Incorporating Additional Note (07/27/22 11:09 AM):

I have just been informed by the Technician, that my claim has been closed and the work was not completed. Why is the Technician telling me my claim is closed? Tiffanie Deslandes told me my claim is APPROVED and to contact the Technician for the work to be performed.

My Dishwasher went out May 31st. 2022, did not get a tech until June 11, 2022, however my dishwasher needed parts. The parts came, the tech came back on June 26th. He put the part in but then didn't check the dishwasher after he put the part in turn the power back on and ever since I have still had no dishwasher. So, they made an appointment for July 26th, a month away they cancelled that appointment still no working dishwasher. Now the tech for July 26th has cancelled and they are telling me I have to wait until August 17th before I have a tech to my home for a dishwasher that has been out since May 31st. All because of an error of the original tech on June 11th. This is ridiculous! Choice Home Warranty is not worth a red cent!

I purchased my home on 7/6/2022. I called the company to file a claim for my fridge, microwave, and dishwasher. The claim was submitted for all 3 on 7/10/22.

The date the tech was supposed to come out no one showed up and no one

called to say they needed to reschedule the appointment. Well the next day I called and they assigned my appliance to a contractor, and they stated that the fee had to be paid up front before any work could be done. So paid the fee and

when the agent was supposed to come no one showed up, I called the company and the contractor to see what was the problem. They were not able to get in

touch with the contractor. At that time I stated to get me some one else to do the job so they did and the day they were supposed to come no once showed and no one called to reschedule so I had to call. The contractor stated they would be out the next day and they were. They accessed all the appliance I filed a claim for, now they are say the items can not be fixed and they want to give me a gift card in lieu of replacing the appliances. This has been a horrible experience. And I have been without a fridge for all this time.

Choice sent a tech guy to fix my ac he made me pay him 70 dollars instead of my 65$ service fee before he would come out when he got here he had a gun on his side he checked the unit and said it was a capacitor he called choice I was standing right there he said he could fix it for 339.00 they said ok but he told me he had no parts. He said he would have to come back in the morning at 7.30 am he never showed back up but he took my service fee. I texted him nunerous times and called him numerous times he never responded so I called choice I told her everything and she told me to get my own tech the temp was 94 degrees already I have breathing problems so she even tried to call him but no answer so I called brantley heating and cooling it was already 2.00 pm the tech said he would when he got here he checked and said it was the same thing the first tech said but he fixed it for 307.40 cheaper than the tech choice sent out with a gun now they said they wont reimburse me the 307.40 even though choice told me to get my own tech policy #[protected] very crooked

Bought a new house that had many poor quality finishes but had a main

issue regarding cement pad that was chipping away showing stones underneath. The house had Alberta Home Warranty and this issue was identified among others. We seen the rep for AHW once then with 3 months remaining on the full coverage warranty we got a final report. Prior to the report many phone calls and emails to AHW rep to see status of propblems were never returned. Then we got the final report. Not even one star for Alberta Home Warranty.

"Don't expect urgency from us. We are not an emergency service." That's what I was told when my AC went out in my home when it was 100 degrees outside and they said it would take a while to get someone out here... They sure found a tech. Scheduled for 6 days from now! I called around and found 3 that could address the issue the same day. Sub-standard vendors must be their model. When I asked for a supervisor, he said "No; there is nothing a supervisor could do about it. It's all in the policy." I woke up to an email that stated I could use their reimbursement process if I found a vendor first. I identified one that could come out today. While I was on the phone with that tech, I received an email that CHW found a tech of their own so, no reimbursement option any more. Although, their tech can't show up for 6 days!

on June 3 I called about my HVAC not working. someone came out and I received notification that the system would be replaced. Then I received a letter that I have a claim specialist. By the time I received a survey, I still did not hear from my claim specialist. Eventually after many calls, the claim specialist by the name of Daiquan Stewart called and did not know why he was calling me!

After I explained the situation, he placed me on hold and returned to tell me that the equipment was returned for lack of the repair person picking it up. He reordered. I have been calling since and to date, it is one back and forth situation.

I saw that you have 918 claims and only 86 resolved. I am hoping that I may be the 87th resolved

Choice warranty policy number [protected]

Claim number [protected]

High end Bluestar Range Oven/stove ignitor issues.

Spent 204.00 on outside network technician to diagnose and they estimated repairs will cost about 1800.00’

Choice is offering a 669.00 Lowes gift card to replace entire unit.

Unit cost today is about $8000.00

I paid $4000.00 fifteen years ago.

Had these people for a year, contract expires on a July 24th and they are constantly calling me, constant emails and now they are texting me. It’s been non stop for several months now. I’ve told them over and over I do not want to renew. It’s harrasment. Please help me. They tried to trick me and wanted to renew automatically on my credit card. I said NO. I just got another text to renew by saying yes, I said NO. I keep saying NO but they won’t stop with phone calls with all different numbers. Mostly New Jersey numbers but now numbers from all over. So I can’t block them. I’m afraid they’re going to charge my card without my permission.

Hi I received a denial for my leaking toilet after the technician told me CHW had approved the work. The technician removed the toilet bowl to replace the wax seal and after doing so realized the metal flange was corroded and therefore made plans to replace the flange.

CHW denied the technician to fix the repair for some reason in there legal contract which technically allows them to get you out of any repairs where rust is seen. Unfortunately the flange is made out of metal and is a part which cannot be maintained because of its location under the toilet bowl. To purchase the toilet flange with a Loews repair kit it’s only $13.48. This is ridiculous for CHW to approve a repair and later deny for a inexpensive repair kit. Besides the technician removed my toilet and has not returned the toilet back to its original status. The bowl has not been hooked up and I need it to be repaired asap. CHS reviewed my complaint and has denied the repair and now i need to have it repaired for $550.00.

Hello, I was told you would call me back last night from 615 to 630. He was sending you a note as we spoke and set the appt. A young man called and told me how I should have filed the claim. It was to be dishonest. I should have had my husband hook it back up. After reading your reason not to honour our contract, I would say he was right. The only thing I told every rep I spoke to was I didn’t want to turn this in and be dishonest to you all. Im sure we can agree to honour my contract and tell the truth. So the last person I spoke to knew the lines had been removed. He said it was ok. Now I told you it is not ok. Also, your letter states that you had a chance to review the Technician's diagnosis, the Authorizations team's determination, and the previous two claims, #[protected] and #[protected]. I also took into consideration our conversation. Well, they say great minds think alike. I was doing the same, and about the two previous claims, #[protected] and claim #[protected], what did you come up with? It didn’t say in your message. The first claim was turned in, and no one ever showed up. You all sent messages someone was coming. They sent a message that was coming more than once. Never came. Yet the last statement on that claim said we were approved to fix our ac. I'll attach it to this email. As well as the second time no one came, I called someone myself that time. I called and told you all, and they said ok, have him go online and fill out paperwork. After a few days passed, I looked online. This is when I saw the approval for ac repair. I thought he turned in the letter or filled it out online. IDK if he did or didn’t; he told me he had another job. We thought we were approved. Why would we not? It was what it says on our clam. So if you say it's not supported in the same claim space, does that make it not so. I spoke to someone who told me it was okay about the AC lines. Also, the AC man was supposed to call the office if he felt it wasn’t ok. He told me it was ok (my husband is who he spoke to), and then he said differently. He also was supposed to come Friday at 5 pm. He called and set that time. At six, no show and not called. My husband sent him a text and said we had to leave; he called and said he couldn't come on the weekend. He didn’t work weekends and said it would be Monday, ok, so Monday it is; Monday comes and goes, no call, no-showed. My husband sent a text to him. He said he got busy but would arrive the next day. He showed about dark. He said he could test it just fine. We told him then if it’s a problem, he needs to call the office, or I can call. He said no one would answer and didn’t need to talk to the office. He did need $75.00 right then paid by a cash app. Also, another payment went through for you all. I turned in the same thing all three times.

I never got an outcome for the other two. Just they expired. I need a new claim, I was told. And I would have to pay another ac guy. It shows on your deal that the guy turned in his report on the 26th. He had not even been to my house at that point. So if it was turned in, it was without him looking at it.

That is the problem I have. I was told in writing it was approved, which is NOW not correct. Yet, in that same space, im told it is not approved; you all said my claim is turned down. Due to something we all knew that had been done. We were getting ready for AC to be fixed that Monday. So my husband poured a new pad. The AC man said it would be fine if we wanted to do that. They (he & my brother, who was here from Ohio because my mother passed from covid removed the lines to prepare for the job on Monday. My husband and I already had two AC guys out; we paid for it and were told it could not be fixed. No one showed up that you all sent. Nothing was touched before that.

I called and told you all that he said, and I was told he could fix it, so over the weekend, my husband poured a new pad for it and unhooked lines, or the AC man may have, but you all knew that and since we needed a new unit she said they only paid 3k so we would have to pay the rest and they would pay us. Our problem is he never went online to fill out the form. My brother is a licensed AC but in Ohio. Why can't we make the statement we had Ac person out (two of them), not counting my brother, and the unit cannot be repaired?

Also, please tell me when the message counts and when it doesn’t. It seems like when it's in my favour; it doesn’t count. When it's in your favour, it depends. I don’t see anything that is different now than I do then. Just cost me more money on you and more to AC, man. How is that right. I did not break the contract. I feel you all split the contract the very first time by never sending anyone. Also, putting in there was approved to be fixed.

I appreciate your time, and I know this is long. Sorry about that. I would love to hear from you and see if we can come up with something. I would rather not talk to the young man that called the last time. He just laughed at me for not turning it in the right. They told me I should have had someone come out and hooked it back up. Why do that? You all knew it was not hocked up. I WAS TOLD THAT IS OK; IM NOT ONLY A EMPLOYEE, IM ALSO A CUSTOMER. I UNDERSTAND! WE WILL GET THIS FIXED OR REPAIRED FOR YOU, MRS PEEL.

Ist too hot in here to mess whit someone that wants to laugh or tell me how to file this than say, " Oh no, this is closed... Besides that, is that not what my letter said? It said I would get to talk to one person so I won't have to repeat myself. I spoke to 8 people already; please dont take any of this personally now. You were not aware of this... I was asked to email before I filed with the BBB. I will have no choice but to proceed if we can not work this out. It's 106 in Texas. I can not get anywhere with your team. I have tried for months. Im just lied to you. Ask for more money and lead along. Then told them differently. They are now asking for payment; why I cancelled my warranty. Besides, it would not be due till the 25th. If you are not going to pay for what we had a contract on, I will have to get someone to fix it. and send you all that it costs. As well, I should get my money back! It's like the ac guy just put down whatever he wanted. We are the homeowner. Can we not give a statement that two AC guys looked at AC and said they could not repair it. Or is our word not count? I know we can resolve this. Hope to hear from you soon.

Kindest regards,

‎Thursday, ‎July ‎13, ‎2022

Kim

30 days after I was eligible, my a/c unit went out. I live in AZ and it's 115 degrees right now. In my first phone call, the agent informed that the soonest they could send somebody out to diagnose the issue was a week later. My house was 95 degrees and they offered no help. They said if I hired my own contractor who could come out the next day, they would void my reimbursement if I paid contractor first. They are a nightmare to deal with. Terrible experience. I cancelled my warranty with the resolution center, and then the lady hung up on me.

Terrible, terrible rip off.

We were given a Home Warrantee when we purchase our house. We DO NOT want to renew but Choice Home Warrantee will not STOP harassing me with emails and phone calls. I spoke to them via phone numerous times and they indicated they would remove me from their call list. I just got two more after asking them for the past 4 months to remove me from their list and not calling/ texting me. Make them STOP please

I made a claim on my a/c not working properly on June 26 2022. Sent a tech on Monday June 27. He came out twice that day and replaced the capacitor in the morning and then recharged in the afternoon when I called him back cause it still was 81 degrees in the house. He also told me that if I had any other problems I would have to call choice and open up another claim. I also had to pay a fee of 75 dollars. It still wasn’t working and choice didn’t answer the phone so I had to do a chat. They opened a new claim on Tuesday in which they sent a different tech from a different company and I had to pay another 75 that tech said the other tech put 1 and 1/2 lbs to much in and said that should fix it. Called him back in the afternoon cause again it was 81 in my house and had not shutoff one time in three days or nights. On Thursday morning the high for the day was only 79 and my house wouldn’t cool below 75. Both techs said they would put a txv valve on instead of the piston system. One tech wouldn’t come cause choice said it wasn’t covered (but didn’t no that until Tuesday the next week)the other came and put it on and a new thermostat. An hour later I got a call from him and was told it wasn’t covered. Was told it would be 400 but since he believed it should have been covered he only charged me 350. I called choice on Friday and had to schedule a 15 minute call with a manager. Which was on Monday. In the meantime my house would be 75 in the morning and 81 in the afternoons all week and the weekend. On my call Monday the claims manager said the claim would still be denied and that as a courtesy he would pay 150. Asked about fixing my ac and he said he would call the tech to come back and recheck the system. About 5 hrs later when I didn’t hear anything I called choice again and no one could help me because it could only go thru the manager I had talked to so I had to make another appointment for a 15 minute call the next day which was Tuesday afternoon. He ended up calling me Monday evening and said he forgot to call the tech and that he would. I told him I still wanted to keep my appointment on Tuesday and he said it would either be him or another manager. The tech came out Tuesday morning and told me that the system was working but because it was old it wasn’t working efficiently and he believed that choice wouldn’t pay because he couldn’t take a picture of anything broken or leaking. On my meeting with the other manager on Tuesday he informed me that the tech was right and they wouldn’t cover it because they can’t determine a failure I told him the failure was it won’t cool the house down below 75 in the morning and 81 in the afternoon. He told me he won’t cover it. I have to pay the 4000 that the tech quoted for a new compressor outside and new coil in the attic. That is what I thought choice was supposed to pay for if it wasn’t working properly. The tech told me he would take the 200 off the price of what I had paid for the txv valve. It is now Wednesday the 13 th and he is scheduled to do the work on Saturday at my expense my ac has run non stop since the day I made the claim on June 26 and it is now July 13 I even took a picture of cupcakes that had melted in my house

Choice Home Warranty sold me a four year policy to the tune of $1,800. I have an 18 year old A/C system at my home that is no longer holding freon and is leaking. They did not have a tech that could come to my home but said I could get my own. I did, they said R22 units are obsolete and the coil was bad. Choice denied the claim and said it was caused by rust. My tech never said what the cause was. I elevated the claim and still haven't received a settlement on my unit. There customer service is horrible and the warranty's have a million loop holes so they can't have to pay a claim. Horrible company and business practices. I have quotes, photos, recommendations for hvac professionals and email with Choice where I asked them to send a tech and they could not or would not.

When I first joined Choice Home Warranty, the agent reviewed my policy over the phone and pointed out all coverage which included AIR CONDITIONING/HEATING/Ductwork - COVERED.

After filing a claim and Choice's technician inspected my existing unit, I was told that it needed to be replaced due to a leak in the outside unit's coil. I did have other technicians inspect the same as well as contacted the company of the existing unit. They reported that they will no longer be making coils for that unit.

After speaking with a Choice case manager, I was directed to a LIMITATIONS OF LIABILITY clause which listed numerous items not covered for air conditioning. The parts and labor along came to $3,386.25.

I asked about a cash back so I could purchase my own air condenser and was told Choice reserves the right to offer cash back but declined to do so.

After paying Choice their required payment of $386.25 for Evaporator Coils, I was told my balance to the technician would be $3,000 for parts and labor.

The contact and installation date came to 5 weeks before installation was completed. The communication with the AC company was a total disaster. All the way I explained to the technician, the case manager and even a senior manager of the Choice Executive Team that I was a senior citizen with major health issues, but they could not assign a different AC company or technician to my claim.

Choice Home Warranty apparently rated themselves as #1, but in my opinion, they are definitely not.