Choice Home Warranty
Reviews and Complaints

We are a service provider for Choice Home Warranty company . Since January 2022 till March 2022 we have over 62 jobs/invoices that are unpaid or partially paid, plus a number of invoices they deliberately deleted from their system completely . Choice Home Warranty authorized to complete repair for a certain amount, gave authorization codes to proceed , we would go and complete repair / install parts in customer’s residence , and then weeks after job is completed and we are awaiting on the payment as per amount they initially authorized , they would “adjust” amount without notifying , or sometimes completely remove invoice from their portal as if it never existed ( when repair was completed weeks prior); deduct some made up deductions (f.i $65 for being late to customer , which was never part of contract ) ; or simply state on their portal “repair unsuccessful” and mark it $0 weeks after job was completed . Without any proof - they just state that not to pay . They adjust every single invoice and refuse to honor their own prior authorized amounts. Extent of such adjusting is one of the invoices got adjusted to $5 from $360 and they only paid $5 .

As of April 1 , 2022 they put our account on hold for 180 days and said no payments would be released . Advised to get back after 180 days wait is over and then ask for payment . Their payment terms are 30-45 business days . But they state our account was disabled for “poor performance” and 180 days wait isn’t negotiable . When they kept sending us to about 70 of their clients our performance was not poor and was perfectly acceptable. But once we started complaining and asking for full payments on the invoices , Choice came up with “poor performance and stats “ excuse! They keep transferring from department to department , each agent says different story , but in the end nothing gets resolved. One of them said he was a manager and assured once they receive updated license and insurance they would remove the hold . Turned out to be a lie , same agent two days after said payment won’t be released ! At this point they said we have to wait 180 days and then ask for payment again.

We reached back to customers and told them Choice didn’t pay invoices and they would have to pay instead or liens will be put on their houses . Customers would reach out to Choice and choice would tell them not to pay us and Choice would take care of balances and while they are lying to customers and assuring them they will take care of the issue , they are simultaneously putting our account on hold and freezing all payments due for 180 days ! Fraud and dishonesty.

CHW owes us over $19000 as per their authorized amounts . Their authorizations mean nothing . Once service call is completed and part is installed in customers’ residences, they wait several weeks and then slash previously authorized amount in more than half or just mark it “unsuccessful” and turn your invoice into $0 .

I was sold a Choice home warranty which covered 4 years of service, from 2020 to 2024. Since starting this contract, I have made 3 claims, all plumbing related, and all claims denied. In the first case, the plumber came in, tore up my drywall, found that it was a leak in the tub, and the claim was denied, and my drywall was NOT repaired. the second time, was for a hot water heater, which they denied because my heater is 80 gallons, and they have a limit of 75 gallons. I even tried to negotiate to replace mine with a 75 gallon, and denied. the third was a clogged drain for my washer. The cleanout is on the roof, so they denied that claim. In all three cases, I had to pay $65 service fee to be told i was denied. So, in summary, I paid $1350 for 4 years of service, plus 3 service fees of $65, and they have paid $0 toward any of my repairs, which they claim they cover when they sell you this warranty. I called to get a refund, and even though I am just at the 2 year mark, they are only offering to refund me 27% of my original payment.

4/19/2022, 11:05 am

I made a claim about my front load washer few weeks ago and after 3 weeks of waiting the claim person stated that she is offering me a whole sale value to replace my broken washer because no parts for this washer. She was not very nice and arrogant, and acted smart by reading me what is in the contract which In the contract it states less than retail not whole sale. With inflation as high now it is very expensive to buy a washer with the price they offered.

We are a small handyman and home repair company that is just starting out. We have been actively advertising and getting our name out there, which so far has served us well. We received a call from someone at Choice Home Warranty asking if we could handle a service call. They asked a few basic questions about our company and we did the same. It seemed like the start to what would be a great business relationship. NOT! We have done several jobs and have yet to get paid. We have been told repeatedly that our payments were held because they hadn't received our signed application. We sent everything to them, repeatedly. We have paid several thousand dollars out of pocket for equipment and materials to repair or replace items for their customers and have all of the authorization numbers and WO #s to match. Still no payments. We were even told over the phone that they were sending a payment right then for an after hours approval. Still no payments. Now we are being told that there is a licensing issue and cannot get paid. At no point was this explained or sent to us. It wasn't until I went to their website like a new vendor signing up did I find their terms and conditions. I wonder how upset the customers will be when we repo hot water heaters since Choice Home Warranty won't pay their bills?

At the beginning of our third year with Choice in Sept 2021 the a/c went out. We were told no one could come out for a week. With 90+ degree temp we contacted another contractor. They replaced the capasitor and a switch. It was $160. We submitted a claim for reimbursement which was denied because we didn't obtain prior approval. We then sent email to cancel the policy and refund the premium. We received an email reply that the cancellation request was being sent to the appropriate dept., etc. A few weeks later my disabled sister, Lisa fell and broke her hip and was in rehab until Oct 30th. This refund fell off our radar until Dec/Jan. We paid out of pocket for other repairs. I resent Sept email for refund with all attachments and received the same reply. In March, Lisa called to get the status of the refund and was told they needed a copy of the invoice we paid for the a/c repair. We did not send it again since it had been denied. Then Choice sent a check for $100 to my home address. It has not be cashed as we expect a refund of the annual premium of about $600. 4/12/22, I called to inquire about the refund and was told Lisa had verbally accepted settlement of the a/c claim for $100 which she denied. They said they had a verbal recording but couldnt play it for us. I have documentation of our written cancellation from Sept 2021.

I was a Plumbing service vendor for Choice Home Warranty in central Ohio for the Months of Jan 2021 to March 2022 . The first few small jobs were invoiced and paid in 30+ days. But , after that my work order volume increased and I did about 6 water heater replacements and a large volume of work orders, one including a 75 gallon power vented unit that I provided. Long story short a total of $11,000 was invoiced and I woke up to a frozen account showing all payments on hold for a undisclosed amount of time. Im still in shock and looking into options for payment. I would never recommend doing service for this company.

I have been with choice home warranty 2 months. I pay by debit card. Well a person on paypal used my debitcard and took out a loan on my card of $7000 and bought bitcoins. Now its under internal investigation ar. Ag and fbi... My debitcard was pulled. I have called choice several times to explain. Still waiting for a call back.. The one time I got thru they hung up on. Second time the man was indignant and rude. This occurred on 4/8/22. I explained... Debitcard... No checks.. So I had to give up my policy. I was given no choice... Obliviously I needed your service im an older woman on ss and disabled. I use to have ahs they were horrible. You came as highly recommended. Now im done.. Please contact me on my email or phone [protected].. Under circumstances can you see my point... Thank you, l lowe

Problem: Services offered by Choice Home Warranty is below optimal and unfair

Situation: Opened a ticket for non-working refrigerator and paid $65 service fee. The technician sent by Choice Warranty determined that the part needs to be ordered and left. Looks like the technician and the Choice Warranty has general disagreement and they stopped doing work for Choice Warranty and my ticket was automatically closed by choice warranty without resolving my ticket.

Absurd: Now Choice Warranty is asking me to open a new ticket and pay another $65 fee to resolve the issue. How is this fair for the customer and it is a bad practice by the company and it is a shady practice after collecting 100s of dollars for the plan Calls with customer service and their resolution center: Not helpful at all and they have been trained to not deliver customer service.

Very bad company and service and I discourage anyone taking their plans. And... if you are stuck by taking their plan... they cannot do refund either for the services that they could not offer.

When they sold me the policy (10-2021) they said it covered spas and pool equipment but when I called 6 months later to file a claim they told me they don't cover the unit that heats the water even though it clearly says is covered on the contract. Their sales department are willing to lie and so is their claims department. Is a fraudulent company.

On [protected] my #1 central air conditioner was not cooling. I called choice home warranty paid the $60..00 service fee. It was determined that the over 10 year old compressor failed due to normal wear and tear by the technician. Choice home warranty denied the claim for a unfounded reason. I had to replace the compressor with 100% of my own money.

On 4/8/2021 my water heater began to leak. I called choice home warranty paid the $60.00 service. Choice home warranty denied the claim stating the tank is not covered. What is a water heater? A tank and a heating element. I called the manufacture of the water heater (rheem) and they exchanged it free of charge. I installed it my self.

On 4/3/22 my airconditioner #2 stoped cooling. I called choice home warranty and paid the $60.00 service fee. The technician determined that the 12 year old unit was not cooling due to the coil leaking due to normal wear and tear. Choice home warranty denied the claim for a unfounded reason. I paid 100 % out of my pocket to replace the air handler.

I called Choice's customer service on 3-23-22to cancel my policy. They refused to fix a leak under my sink in Feb. On 3-25-22 I called back to make sure they canceled my contract. After awhile I found out no it had not been canceled. So, I was transferred to Felicia resolutions manager, she said she would cancel it asap.

Well, on April the 4th I got a notice they held out their $58.00 payment.

So, I called them again and was transferred to Joul resolution manager again. So, he wanted to know why I wanted to cancel so I explained the whole nightmare in Feb. Concerning my leak in my kitchen.

He said well you are still covered, and asked me not to cancel my policy. He said that on 3-24-22 that the company had made changes in their contract and more things were covered

He offered to give me May free. I will wait and see, I seriously doubt that will happen.

So. I told him good because my Hot water heater had gone out. Thinking I wasn't covered any longer he said ok, I will turn in a claim for you. I told him my heater was dangerous, and an emergency.

I had had 4 contractors already look at my heater and give me diagnosis and invoices for replacement. It is 26 years old and bulging. I stressed the importance of urgency to Joul.

He said he would escalate my claim.

Well the first contractor couldn't come until April 15th 10 days in the future. They determined my heater wasn't an emergency.

The plumber they assigned had a 1 star rating, with so many horrible complaints.

So, I asked for them to let me use one of the 4 plumbers I had already gotten their bids.

So, I chose the lowest bid and paper work was sent in.

They only wanted to pay $625.00 on a $2200.00 bid. My heater is still not repaired.

I refused the $625.00 at least 10 times.

I have sent and or received 54 emails, numerous web messages sent, at least 25 phone calls. I have all documents showing I denied and asked to appeal their decision.

They closed my case, and blocked accepting anymore messages.

I repeatedly asked for a case manager, supposedly they have assigned one but she has not contacted me.

If my case was closed, then why did they send a plumber yesterday to diagnosis my heater. I paid them the service fee of $85.00 and asked for a d3tailed 8nvoice.

Because per Joul on 4-5 the new contract said it covered all parts, labor, installing,to repair or replace the heater no matter age or condition.

As of today I still have a bulging leaking dangerous heater.

I need help.

After a long time, They were not able to get a technician out to our property.

All of the techs we talked to had nothing but bad experiences with CHW.

After having two different techs out it was determined that the furnace needed to be replaced.

Technician said that there was no abuse or misuse. Just that it was old and had lasted as long as to be expected. Installed in 2001.

They of course denied the claim immediately.

Appeal underway.

They sent out two of their contractors. I could find no contractors or electrical licenses for either group. One person had no tester only wanted the house call $65.00 and the other one had no volt meter to test anything, I lent him my meter. Choice declined the repair due to broken/damaged electrical wires. The person I hired to resolve my problem is a Electrical Engineer/Licensed Electrician in Florida. In his report he stated that the builder grade main breaker burnt one on its two "legs". The box was 26 years old and the breaker failed. The worst part was when I contested their evaluation they contacted me be email and told me to call. I told them I only contact through email, as I was already screwed over by them on another denied repair, and I wanted the proceedings to be fully verified. I contacted the first person four times with no response. After that I contacted the company direct and was assigned another service rep. I told them I only will contact through email. I contacted the escaladed service rep four times with no response. At that point I dropped it and had the repair done by a competent licensed company.

Dishonest and duplicitous, they scam their customers and vendors. They screw people from both directions. What a great concept! Do not do any business with this horrible company. I've been a respectable electrical contractor in my area for over 25 yrs. Im known for being fair, friendly but firm. Live my life by the 3 F's. My first call I was asked to repair a ceiling fan. A single mother had a wobbly fan with a broken light fixture. Of course CHW declines the repair. I then ask the customer to pay the service call fee and they notify me that they have a credit from CHW that waives the fee. HUH? Now I'm on the hook for the fee? I try to bill for the entire service call ($150) which is my minimum fee, they decline that as well. I fight for 6 months until they agree to pay a portion. They send me $120 and call us even. During that 6 months I perform 7 other service calls, some pay the fee some don't. Only 1 invoice gets paid, the other 6 they say were not properly filed, invoiced correctly but payment was not requested, WTF? Now months later im told none are able to be paid due to the age of the invoice, what a total scam company. They will continue this unscrupulous activity until the Attorney General shuts them down. Who is going to bring them to small claims for $1-5k. This is their business concept. Ingenious no? Their spokesman, Richard Karn, must be proud to back such an honest profitable company.

The date and time of the events is daily and ongoing. I have repeatedly advised Choice Home Warranty that I am on the national Do Not Call database and requested that the stop calling me. I have also "unsubscribed" from their emails, which I never subscribed to. I continue to receive 2 to 4 calls per day and 3 to 5 emails per day trying to sell a substandard warranty at an inflated. price. If they had a reputable product at a fair price, they would not have to harass potential customers.

We have been members of Choice for at least 4 years. When we called to have our stove serviced, the technician showed up, took our check and never came back or answered our calls. We called for plumbing leak, plumber showed up, fixed the leak and same leak came back 1 month later. Called for our air conditioning tech showed up did not go in attic as he could not fit and told us we needed whole new system. We called out our own and he said we needed a new unit but no new ducts as the Choice tech said. Then Choice denied our whole claim and never called us back when we asked them too.

Never purchase a Choice Home Warranty. They send the worst techs and give the worst service.

Buyer Beware!

3/30/2022 My stove died, it tripped the breaker and would not turn back on. I ended up replacing my entire breaker system myself. Fast forward, had choice repair person come look at the stove (it would not let the new breaker be turned to on position) and he could not find the model number to order parts on the sticker. I subsequently found it after he left but too late after paying $85 for the service fee . He submitted papers for the stove to be replaced because he could not get parts. This stove has been out since 2015, here are the replacement values as of today:

MODEL GE JP3030DJBB

$899 Best Buy

$829 Amazon

$899 Lowes

$999 Home Depot

Wayfair $1199

CHOICE HOME WARRANTY IS WILLING TO SUBMIT A WHOPPING $371 IN A LOWES GIFT CARD SO I CAN BUY ANOTHER ONE. YOU CANT EVEN GET A GENERIC STOVE TOP FOR $371.

I PAY $800 A YEAR FOR THIS SERVICE FOR THEM TO LOW BALL ME SO I HAVE TO PUT THAT MUCH OUT TO REPLACE MY STOVE,

WHAT AM I PAYING FOR? policy [protected]

I purchased the best plan offered. I've had service previously performed without incident. I recently called in one my kitchen exhaust fans' light being out. After explaining my issue with CW rep, a vendor was assigned. The tech came out with wrong info to service - info from previous completed appliance. So tech had to cancel WO but still needed to collect my service fee. I called again to CW and re-explained the issue to rep. Again, the rep apologized and reassigned another WO with reassurance that now it would be covered. A few days later the same tech arrived and opened the order to begin the service. He found the minor problem and proceeded to place the replacement part order. He then indicated that CW issued a denial of claim. I was then sent an email stating that my plan did not cover my cooktop exhaust fan and if I could purchase and additional plan to the unit. I went online to see my plans coverage and it checked both "cooktop" and "exhaust fans". I requested a review of denial and was assigned to Shauntal Dawkins (emp# 3229). She was dismissive, unaccountable, and unable to justify CW's mistakes made. CW's rep asked for my address, pulled up my plan, and had several opportunities to indicate that my issues wouldn't be covered before moving forward but instead proceeded. Very disappointed and extremely dissatisfied! Unprofessional! She told me that my time was up so I asked to speak with her supervisor. She said that there was no one above her to speak to. She must be the COO of CW then. I even heard others laughing in the background! WOW... UNBELIEVABLE! With all the accolades and awards indicated on the CW website, based on this situation, their integrity now seem meaningless. As a former successful business owner for over 20 years I know what is good business practices and this is Bad Business!

Had an emergency situation. CHW was only able to make an appt 5 days later. Was not able to get in touch with the appointed company. I did call a local company and they came out that afternoon and solved the emergency problem. I did not follow the guidlines and have tech call and wait on line for 20-30 minutes. Now I can not files a reembursement claim. I want to cancel this policy and am told I can not get a refund. News to me.