Choice Home Warranty
Reviews and Complaints

I have CHW total plan. One of my AC unit stopped cooling 3 days ago and I filed a claim. Today the contractor came and did an inspection and determined the cause of failure of your system is with the evaporator coil, which is leaking refrigerant and must be replaced. It notified CHW as normal wear and tear and told me to wait for second appointment to replace the coil. A few minutes later I got a lengthy email denying my claim saying CHW doesn't cover any issue caused by rust/corrosion. I asked the contractor and he told me for an AC over 4 years old there will be some rust, it's not necessary the cause of leak but could be the result of leak. He got a call from CHW almost immediately and he also explained to them it's normal wear and tear. CHW insist on it's not covered because following words in contract:

"

F. LIMITATIONS OF LIABILITY

1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.

"

I have sent an appeal respond to CHW and will file compliant to BBB, state consumer affairs and small claim court if not resolved.

Why I complain:

1. CHW doesn't honor the opinion and facts from their field contractor, quickly deny the claim without discussion with policy holder or seek further evidence

2. From this complaints board and other sites, this seems to be a common exercise for CHW, many similar cases out there

3. Give people my own experience when they choose a home warranty provider, don't trust their words, take a look what really happened

I have 24 invoices pending. I have received authorization for every invoice. Just yesterday all of the amounts changed of course all went to zero or really close. This means I paid for all equipment installed in customer houses. I have worked for them a little over 3 months and now I am out thousands of dollars and I can not get them to respond to any of my communication

(06/06/2022): I called CHW spoke to Blake this morning who told me everything was being reviewed. . The D.A.S. service man told me he was ALSO contacted by CHW and that everything was covered. I paid him $85 service call fee. He left my home and returned about 10 minutes later telling me nothing was covered.

This is the worst Home warranty plan and I WILL NEVER recommend Choice Home Warranty to anyone. I AM SO FRUSTRATED RIGHT NOW. AND THIS WAS THE 3RD TIME WE HAD SOMEONE OUT TO CHECK THE SAME ISSUE. SO $85 service call fee 3 times. Total of $795 OUT OF MY POCKET.! BUYER BEWARE AND THE CUSTOMER SERVICE PHONE AGENTS ARE RUDE!

CHW called and requested us to be a vendor. We gave them our pricing and they agreed. They sent us to many costumers homes to do repairs. We summited invoice in the fall of 2021 we have yet to be paid for them. They owe us $3,363.20 I am so tired of hearing check is in the mail. I would not recommend being a vendor or a customer. They are just a rip off. We are going to seek legal action.

As a Realtor and have compared many warranty companies, I can honestly say this is the worse company. They exclude more than they include. What they include on coverage, they do on the cheap and not like for like. You will NOT find any negative reviews on their site as you are not allowed to put a review - only positive ones occur, thus why I was dupped into buying it from [protected] ahead of time. Their salesmen are very good at projecting how much they cover but when it comes to the 'proof of the pudding', nothing.

Again, they EXCLUDE more than they include! They do on the cheap! Once time when I had a wiring issue, they sent a 'maintenance' man to do an electrician's work - did not send a licensed electrician. Another time when I had a problem with the thermostat, they sent someone who said he could only replace the thermostat with the cheapest they make and not to the equality of what I had - according to Choice Home Warranty rules!

I looked today to see if my faucet would be covered as somehow the sprayer broke - it is excluded! More is excluded in their coverage than included!

Buyer beware! Get a copy of the warranty inclusions and exclusions before you buy - if they are wiling to send it to you!

I signed up, paid at sign-up, with Choice Home for over three years. They did a terrible job servicing the contract. Choice Home could not get technicians to come to my home to repair my appliances. Some times they would schedule someone, but out of the twenty or so claims I made for my appliances over the years I only got technicians to my home I think three or four times. Now I say twenty or so claims, but a good number of the claims were repeats. Understand, Choice Home drops your claim if they don't have any activity on it in 30 days. So, I reported a claim, if Choice Home dispatches a technician and the tech no-show, Choice Home does no follow-up they just drop the claim. In early June 2021 I made a claim for my washer not working. All through the months of June and July I had techs get scheduled, no-show, I notify Choice Home a few days later another scheduled, they no-show, I notify Choice Home a few days later another scheduled, they no-showed, and on and on. I gave up calling and wasting my time waiting for no-show technicians after two months and bought a used washer. Choice Home did no follow-up and dropped the claim. Six months later in January 2022 Choice Home sales called to renew my contract, and after telling me how much their technician and claim response had improved I gave in and paid the $1840+, and Choice Home reopened the Washer claim from June 2021 for me. Same as before, no technician showed up to work the washer. In March 2022 my well system failed which was covered under the warranty. A technician was dispatched the next day and he showed up. The tech troubleshot my well system and found the bladder in the pressure tank had failed and the motor control switch had failed. The next day or so the technician contacted me and said Choice Home told him the repairs were not covered. Now I paid extra for water well coverage on both terms of the contract, so I got a copy of the contract and read the part about water wells. I learned everything is excluded except the pump at the bottom of the well. For this and the failure to repair my washer, I requested my contract renewal which went into effect March 30, be canceled and my washer be repaired under the earlier contract. I was told Choice Home will not work a claim if you do not have an active contract. More scheduled techs and more no-shows. After nearly three months of weekly calls to Choice Home about my washer and getting my renewal canceled I was able to get a refund check mailed to me and a promise to repair my washer. A tech was scheduled from 150 miles away to service my washer. Of course, it was another no-show. I called Choice Home, but they will no longer work with me since my contract had ended, even though the claim was made nearly a year ago and more than eight months before the end of my contract, no washer repair or replacement. Choice Home has a good sale staff, but do a crappy job by not getting claims serviced.

I have been a customer for 3 years. This year, my micro wave and refrigerator went down within weeks of each other. I called Choice and the scheduled a repair man. I was called 2 days later by the repairman and told he was not coming because Choice does not pay their bills. I called Choice who assigned another. I contacted him and was told he did not work on those brands. He said he told Choice this also. When I contacted Choice they told me I could find a repair man and they would reimburse. The repair man was Sears. When he arrived, he charged $129 and told me what was wrong. We called Choice but they would not take info by email it had to be on special paper. The repairman said he did not have that Choice paperwork because he was hired by me not Choice. After 30 minutes he left. Choice told me they could not pay the $129 nor the $956 it would cost to repair the frig. I asked for a supervisor and a lady called back and said she was the supervisor and told me the same thing. I asked for someone else she said she was as high as they go and would not pay.

May 15, 2022 home ac begin blowing hot air. Contact Choice Home Warranty on line since that is the only way to contact them and they sent an email informing us a technician would be sent out to access the ac for either repair or replacement. First technician arrived May 18th and said per his review the AC was low on freon which he did not carry. He contacted Choice Home Warranty and they sent a second technician out May 19th, who claim the unit was broken and needed to be replaced. The second technician received a text from Choice Home informing him the warranty did not cover ac replacement and they would reach out to the owners to let them know. Well Choice Home sent a email to inform us that the ac was not covered. No live communication with Choice Home with an explanation. Only the technician had communication with Choice Home as they sent him a text denying coverage. No questions were ask about the ac or its maintenance.

We purchased two home warranties from Choice Home and paid in full up front for future protection. This was the first and only claim made since the purchase of the warranties and it was flat out denied. I'm 73 years only, diabetic and have been living without AC in Arizona for two weeks now.

Choice Home Warranty sold fraudulent coverage, took the monies and denied

the claim. The coverage was for occupied, owned or rented residential property all of which it true.

I have just had a horrible experience with Choice Home Warranty Service. My first use of their service and was a disaster and I am worse off than when I started. I have been lied to by both the company and plumbing companies. Both just pass the buck and do not return calls or do what they say they will do. My kitchen faucet is still not replaced or repaired and my bathroom faucet has never been checked. Each says it is the other that is at fault and neither will return calls. I have wasted days waiting on them to repair and return calls, Still not repaired and calls not returned. Spent Hours on the phone and days waiting for service to no avail. They will not return my money in full due to their bad service or more correctly their no service. They will also charge me a $50 cancellation fee if I cancel and only return part of my payments to them, plus I have paid a $65 service call in cash so I am out that also and my faucet is not replaced and is in worse shape than when the plumber first came out. Neither the company or plumbing company returns calls or has completed the repairs. I have talked with the Resolution Department several times to no avail. Worst Company I have ever done business with. They will tell you anything to get you off the line and then do nothing. Before the plumber checked it out, the only problem I had was a leak, afterwards, the hot water will only dribble out, so in worse shape than when I called you and the plumber came out, plumber did not check faucet leak in bathroom.

On May 23,2022 at 9pm my water heater busted, I got on the phone immediately to make a claim. As of today June 3, 2022 I still dont have a water heater and on top of that I have to pay 300.00 out of pocket, every time I call I get the excuse well we had to change this or that and it is processing through claims. I am a hard working single older mom. I have to do everything myself, I dont have help from others. So after almost two weeks I feel I have been patient enough and im tired of boiling water to bath and wash dishes when I shouldn't have to do this by now. The last thing I asked about was why did the plumber change venue of where to pick up the tank and I was told it was private information and I told them this is my contract what are you talking about private information. I dont know where they are getting all the good reviews, so far I think they suck like the rest of them and I wont renew for next year. Thats a fact! and this probably wont get published because all they want to show is good reviews they pay to get

I called Choice Home Warranty tp cancel my policy. The man I spoke to was incredibly rude and argumentative. He kept telling me I was wrong when I told him of my experience with using my policy when I had to replace my dryer. My mother also had issues with her policy/ Choice only overs maybe a third of a new appliance.

And to top it off, my father is on hospice and only has hours to live. I'm emotionally devastated. I was not in a mood to argue nor did I have time to talk in circles about my policy — I simply wanted it cancelled, respectfully. When I told the rep that my father was dying, he mocked me and acted as though I was making it up... I could hardly believe my ears; I finally hung up on him because he was so rude and disrespectful. BEWARE of Choice Home Warranty. They are an awful company. My mother is also planning on canceling her policy.

I also asked to send me an email with the amount I will be credited for, I did not receive one, only that my policy is cancelled.

We have been getting the run around for over 3 weeks since our AC went out. We have had CHW for over 2 years. I live in Texas and it has been in the 90's everyday. I have 2 small children and I am a caregiver for my disabled mother that lives here also. We have been told by CHW that our fee was waived to have our system replaced. They also called the contractor and asked him to call us to tell us the fee was waived and he was just waiting for a PO to purchase supplies. That was a week ago. No one will return our call and we keep having to call them. The case worker "OJ" never called us when we had an appointment set up so we have been calling every day. We continue to get the run around, and now we are being told we have to pay $2400 in repairs AFTER we were told it was waived while being on a recorded line. This has been the biggest nightmare. We have been sleeping in our living room for weeks just because the 3 window units can't cool our entire house. My electric bill is going to be over $500 just having to keep the house cool while my children are home.

This is the worst home warranty company!

On May 3, 2022, we filed a claim to have our AC repaired. It is now May 28th, 2022, and we still don't have it corrected. We have tried on many numerous times to have it resolved by speaking with a manager. Each time we are told that a manager will call back within 24 hours. We have been calling for the last week due to us not receiving a call. We have not had any resolution to this problem. The warranty has been paid for for the entire year. We have paid the $85 for the service fee. Yet, we have not received any service. Due to not receiving any service, we had to hire another HVAC company to replace the unit.

Our washing machine broke, technician came out and said it cost too mi h to repair. Choice only gave us $550 for a new washer and our washer cost $949 to replace. We want our washer and they are supposed to replace it not give us a fraction of the cost for what it’s worth.

Go to American Homeshield. They will actually replace your stuff with equal appliances and such. Choice is a horrible and led me to believe they were a better company than AHS because of their cost per month being cheaper. Such a dumb decision to go with Choice! Going back to AHS NEXT MONTH!

I filed a claim on 4/26/22 for my heat pump not working with Choice Home Warranty Services. They assigned a Technician to come out and check my system on 4/29/22. He said the heat pump had to be replaced and got approval from choice home warranty on 4/30/22 to replace it. I have been getting emails two to three a day from 4/30/22 to 5/20/22 that the part was ordered. I have called so many times to them and get a different person each time to get different information each time. They tell me the part was ordered, the part was delivered, they don't know there the part is and so on with excuses. I just talked with a resolution person in Florida to day and he thinks the part was shipped on 5/23/22 from Delaware, if that is the case it should be here because we are only one hour from Delaware. It has been one month since the claim was turned in and they tell me to call back to morrow if the part doesn't show up, it does not take a month to get a heat pump. Please help if you can.

Policy # [protected]

Claim # [protected]

Thanks

Raymond Blacksten

[protected]@hotmail.com

10513 Orly Dr. Denton, MD 21629

410/310/7097

5/56/22

I am of the opinion Choice Home Warranty make fraud and fake advertising claims, they state via advertising Choice Home Warranty will fix or replace your covered items, and lead you to believe they will replace them with newer items, this of course is NOT the case. I recently had a dishwasher fail, I called CHW the repair tech came out then sent a report to CHW, upon review CHW only paid about $200.00 toward a new dishwasher when of course a new dishwasher costs around $600.00 to $700.00. I took about 3 weeks for the claims department to return my calls or answer my emails, and they informed me that all they will pay. I paid for the extended warranty and they DID NOT COVER my appliance, they NEVER REPAIR IT OR REPLACE IT. THIS IS FALSE AND FRAUD ADVERTISING.

I made my 1st ever claim on 4/14. A one man company came over on 4/19 and said he had to order parts. He did not order part until 4/25/22. Choice set up an appointment for 5/5/22 from 3-8. At 8, I called repair man. He had no idea why appointment was made because he had no idea when parts would be available. I called Choice almost everyday and they tried to call repair man and he would not answer. Finally he told them the parts would come on 6/24/22. However the repairman told me he wasn't sure they would even be available at that time but had to tell company some date. I heave talked to resolution manager at least 3 times. Everytime they said they would call back within 24 hours to address the issue, and they have not. Now they are saying because the technician said parts would come in on 6/24/22 I would have to wait. That is a 2 month wait. Totally unacceptable. So they said if I did not want to wait then they would give me 150.00 towards a new dishwasher. Is this a joke? We are both seniors in our home and I do believe this would fall under elderly fraud. I'm very stressed and am looking for help. Thank you

I placed the claim over two months ago when my air conditioning went out. At this point I don’t know what to do.I live in Florida and lately the weather’s been in the 90s which makes the house unbearable to stay in. So at this point I’m paying mortgage and pay rent at a different location. Claim #: [protected]

First claim for the water heater was filed May 11th. Now it is May 23rd and still CHW will not take responsibility to have this problem resolved. The first tech, Alpha Home Services, sent their diagnosis and CHW did nothing but decided to reassign the problem to Meritt Plumbing. Now Meritt Plumbing sent CHW their diagnosis earlier today and still has not received a reply. It is very hard to get CHW on the phone and when I finally get thru they have the same prefabricated response."There is nothing I can do but wait." Well I've been waiting ,for 12 days now. And now another day has gone by due to CHW unwillingness to live up to their responsibility there is no resoiution.