Choice Home Warranty
Reviews and Complaints

Today is August 4, 2021. I opened a ticket on June 6, 2021 and am still waiting for a repair.

The first company tech they sent had horrible reviews so I asked for a second company to be sent out. I don't want a sketchy tech fixing one problem only to find something else that's not covered (happened in the past).

Second company found the same problem with the unit. Bad relay on a circuit board. After waiting for several days for approval from Choice, I gave them a call. "Paperwork wasn't submitted" said Choice.

They did not have another third company waiting in the wings so they said I could get a local company to do an assessment and I could send the diagnosis to them for approval. An additional $89 out of my pocket for company number 3 to find the same problem. That launched my task to submit reimbursement paperwork to see "if" they would cover the repair. Again I get the information that the third company "did not submit the paperwork" (I'm beginning to see a pattern here). I poked the repair company several times only to hear that they did their due diligence but Choice was insisting "no paperwork".

Another call to Choice to get the 4th company out here to fix the problem. Tech came, found the same problem with the relay switch, and left the site in order to get approval. another week down the drain, I can't reach the repair company so another call to Choice.

The Choice agent did some research and told me that they had not received the paperwork from company number 4 (TA DA). He tried to contact the repair company but was stonewalled as well. No response. The solution? Send them an hourly email to tell them to get the paperwork submitted (We all know where this is headed). Now I'm to wait 24 hours and I need to call Choice to find out the status. They don't let me know, I need to call them. (Great business model for a client facing organization).

So tomorrow, August 5th, I expect to hear that the company didn't respond and I need to get a 5th company out for a 10 minute job.
When I get informed that company number 4 has gone underground, I will escalate until I get something solid from Choice or;

If this is not resolved by August 8, 2021, I am filing a claim with the Texas Courts for a full refund of my initial contract costs and all of the co-pays that have gone into the black hole known as Choice Home Warranty.

I submitted a claim in May 2021 to have my air conditioning units checked due to the system not turning on. CHW advised us to hire a contractor on our own since CHW could not send anyone out in our area for 3 weeks. We did so, submitted the diagnosis and bill to CHW and they refused to pay ($185.00). In early July 2021, we contacted CHW again because the units were making loud noises and was not cooling our home. CHW sent a technician and spending no more than 5 min looking at the unit (with his hands in his pocket), said it was due to water leakage. This is the same tech that CHW sent to service my clothes dryer. CHW emailed us that they would not cover the systems. We requested CHW to send another technician..this time to send a qualified professional to diagnosis the problem. CHW sent a tech from CJA Mechanical . After the tech came to our home, a few days later CHW refused to service the units and said it was due to water leakage. We spoke directly to the company that provided the technician and he said that CHW falsified the information so that they wouldn't have to pay. We've been going back and forth with CHW for 3 weeks, with no air conditioning, and have gotten no where. I believe that CHW does not want to pay for repair or replacement of our units, therefore, falsifying documents that they received from the company that came out to our home. The technician that came to diagnosis our AC units was kind enough to send us the written diagnosis to show us that the AC units were not operating because the motor was failing. Due to the motor failing and CHW refusing to service it when we first put in the claim, the failed motor froze causing water to leak into the motor and stop it from functioning. CHW is twisting it around so that they do not have to pay out on our claim. The contractor that CHW sent to our home indicated how frustrated he dealing with CHW and that he is consistently putting out fires dealing with CHW. Each time we contact CHW to try and resolve this issue we are either disconnected or placed with another claim specialist that declines repair or replacement to our units. It blows my mind that a company like CHW will blatantly lie and falsify documents. They should be reported! We have no way of getting this resolved since CHW hangs up on us once we give them our claim number.

I made my claim for a broke washing machine and dishwasher on May 13th, 2021. May 28th I was notified of an appointment made for May 31st, nobody showed up. I was then scheduled with the same company for July 5th which I thought was weird since it's an observation holiday. I called the company to confirm that I was scheduled, I was not, in fact the company was not going to be open on that day, the company did not accept the job that was sent over and they told me that they do not even work with Choice anymore. I ended up paying a handy man to fix the washer on June 10th because we thought it was the drain tube. I notified CHW that techs did not show up and I got a handy man to fix the washing machine. I figured they would close my washing machine claim but they closed both my washer and dishwasher claim. The drain did not fix the washer. I resubmitted my claim for the washer on June 16th and found out about my dishwasher claim also being closed, their reasoning was because I didn't call and tell them that nobody showed, but I definitely did, I called in and told them on the phone. I was scheduled with a new company for July 28th. The tech came out and determined my dishwasher needed a new computer board and the washing machine seal had gone bad.

The dishwasher they told me qualified to be replaced. They offered me $246 in the form of a Lowe's gift card to buy a replacement. The only dishwasher that I can get from Lowe's on that budget is a portable dishwasher. The only comparable dishwasher I can find through Lowe's costs $529.

They denied the claim for my washing machine because they said that a broken tub seal is not normal wear and tear. I called Whirlpool, the maker of my washing machine, I found out my washer is 12 years old and I was told that a broken seal is absolutely "normal wear and tear" for a washer that old and, in fact, you can have a seal go bad within the first year of buying a new washer and it still wouldn't imply owner abuse. I then hired my own technician and got his diagnosis, which was "Ran test, unit needing gear box, inner tub, outer tub. Not economical for repair. Normal wear and tear. No customer abuse."

I requested a case manager for both of my claims. I had to schedule appointments for a 15 minute call, one for August 3rd and one for August 11th. Today was my first call for my washing machine. I requested to be contacted via text or email, I have stated numerous times in phone calls that we are very rural so one my reasons behind requesting that type of communication was because I hardly have cell service. I have one spot on my porch where I get one bar of service. I waited there for my 1:15pm phone call and at 1:19pm I received a voicemail, the call did not come through. I called back immediately, still within my appointment time frame, I was put on hold for just under 15 minutes and then I was hung up on. My phone did not drop the call, the held line was picked up and then hung up. In the initial email sent to me introducing my case manager I was told I could contact them via email and/or phone number with extension. I have sent both people an email and I have tried calling each twice but they never answer and it doesn't allow you to leave a message.

My family of 6 has now been without a dishwasher and washing machine for 2 1/2 months. We are spending about $80 a week at the laundromat. I feel like these people are stealing money. When I signed up I specifically asked about the amount of service techs they have for our area and I was told "Oh, yeah, we have A LOT of people in your area." I was very specific in the questions I asked about coverage/available techs because living rural I have learned that this is not an uncommon occurrence, not being able to find techs. I was reassured over and over and over again about techs and I was told that if there is a need to replace the appliance will be replaced by something comparable or if a comparable one is not available it will be replaced with the next step up but, as it turns out that's not the case and when something does break it seems more likely that not that they will not cover it and they're definitely not going to give you a replacement that's comparable to what you currently have let alone anything that would be deemed a step up.

I have had 5 appointments scheduled through CHW for tech diagnosis. 2 of the appointments companies told HW that they did not work on gas appliances but CHW scheduled them anyway but of course I waited not knowing that they were not coming. 1 appointment was canceled the evening before by CHW, I don't know why. 1 appointment is scheduled for August 23 more than a month since the work order claim was submitted by me. 1 tech came out and said he recommended replacing the oven as it would cost almost as much to fix t as replace it. CHW claimed they never got the diagnosis however I called the repair company myself & they told me was sent, would send again & they even emailed me a copy of the diagnosis. I missed a funeral today because I was told several times that I had an appointment scheduled for today and I was scared to try to try to reschedule with all the problems that I had. Of course there ended up not being an appointment and I missed the funeral for no reason. While I told them from the beginning that it was my gas in wall oven they continue to put cook top on all of the work orders. They have lied numerous times regarding the situation. They continually ask me to take the reimbursement option but I refuse to due to untrustworthiness of the company & the 100's if not 1000's of negative comments advising against doing so.

Claim #[protected]: Filed on July 29. Your technician said it was old and due to normal wear and tear and that it needed to be replaced. A capacitor and a compressor have been replaced in it in the last 7 years. The capacitor was replaced by a local company (Clinton Refrigeration) and the the compressor was replaced 5 years ago by a technician sent out by one of your competitors, Total Protect. The technician was actually a tech from Sears. I think you have been wrong in the denial of my claim and I hope that you will take this appeal and wright the wrong. Please work with us on this claim. I was hoping to stay with you. J. Neathery

My airconditioner quit on 21st July in the middle of Texas Heat - 97F outdoors with heat rising above 100F inside the house.
CHW assigned Quality HVAC for 28th July, 2021 giving me and my family no choice but to stay at nearby Courtyard Kingwood for 3 nites; and call my own Deerwood Air Solutions to replaced the 18-years old non-working components in the attic which were installed by the house builder in 2003.
CHW has now refuse reimbursement even though CHW has failed to provide full and timely repair or replacement .

electrical socket was sparking on refrigerator, call choice hoe warranty to
check it out, sent out a technician who decided it needed a new fuse, he
got one and came back to replace, when he took off the fusebox panel
he immediately noticed burnt wires and buzzing noise, recommended
replacement of the fusebox, of course at this point choice home warranty
decided it was NOT covered because it was going to cost them more,
this has been my experience every time i've had put in a claim with this company, had contract or two years, the first year i opted for extra roof
coverage, wound up with a leak 6 months later, they sent someone out
to llok at, it was not covered because it was close to a vent!

now i am in danger of burning down my house because they won't honor
the warranty, warraqnty cloearly states if appliances or electrical systems
break down due to normal wear and tear they will fix or replace! they are claiming my fusebox{which has been installed for 50 years is under recall
doesn't matter even if it's true, it broke down to normal wear and tear
i recommended them to my father who also purchased a policy, i will
advise him to go with another company when his subscription expires,
as will i, what a scam outfit!

I am looking for a home warranty and was comparing warranties. They continued to contact me by phone when I asked them to not contact me. The representative on the phone this morning was rude and continued to argue with me on the phone. If this is how they run their call center and company, I am not convinced that this company it the right company for me.

Scam. Please call me for details. I am proceeding to put them on consumer reports on tv.
610/704-0440. Margaret

Refrigerator shut off and on all food went bad leaking water from inside top . FIRST CLAIM FILED MAY 7 I HAVE HAD MULTIPLE APPOINTMENTS SCHEDULED BY CHOICE HOME WARRANTY AND ALL CONTRACTORS HAVE CANCELLED APPOINTMENTS THEY WILL NOT WORK WITH THEM. THIS HAS BEEN GOING ON FOR ALMOST 4 MONTHS UNACCEPTABLE I HAVE MADE OVER 20 PHONE CALL SAME LIES I HAVE BEEN USING AN ICE CHEST

JEFF RAMBOLDT

I filed a claim for my AC unit because it would not shut off when set tempature was reached in the home. A technition came out about 2 days later and determined my the circuit board had went out and that was the problem. He submitted the info and CHW approved the replacement part for my AC. From here I started having problems. I could not ever get a hold of the tech to see when he would be comming back out to make the repairs. His voice mail was always full so I also couldnt leave messages. I called Choice and after a couple hours they said they have a different tech comming out to make the repairs in two days. When the 2nd tech came to my house he did not have a part. He said he was having trouble finding a replacment and needed to look at the unit. By the end of tbe appointment he said they no longer make the part needed for that unit, he may be able to find a used one but it would be hard. So he told me to give him a couple days to see what he could do. A couple days go by, I here nothing. Try to call, same thing as first technition, never would answer the phone and full mail box. I contacted Choice and went back and forth for 5 days with them and myself trying to get ahold of tech. Finally Choice said they would send an urgent email to AC company as it has now been 2 and a half weeks since claim was first filed. Two hours go by and I get a call from the AC company, im thinking ok cool. Ac company informs me they cannot make the repair because CHW has denied my claim. I was very confused and thought it had to be an honest mistake. I have been im regular contact with them for over 2 weeks now and it was already approved. I call Choice and they said my claim was denied. They said they could not fix prexisting conditions. I explained the them this was not a prexisting condition as it was working properly 2 days before I made the claim. This was a recently puchased home so i did have my inspection report and told them i would gladly send it to show there was no non working parts when my policy started. I sent my inspection report and after days of review they said my claim was still denied. I asked why and how. I provided the evidence everything was working corretly at the start of the police. They stated and i quote "just because it was working at the start of the policy does not mean it was not a pre existing condition." I asked how they determined that something was not a pre existing condiction then and he had no answer other than my unit was old. He then got very rude and refused to allow me to talk to anyone else and said, and I quote, "there is no where else to go from here, thats it, its been denied".

I feel this was very much a wast of time and they lied to me saying it was covered, then when they found out it might be expensive, decided to change the claim to pre existing. When i submit proof it wasn't, they then came up with an insaim excuse that makes no sense at all. This is all True and Correct.

I contacted my contractor to service air conditioner for the season. I was informed that the air conditioner could not be tuned. I immediately filed a claim with Choice Home Warranty. Ager 24 hours I was given the option for reimbursement by using my contractor or theirs to diagnose the problem. I completed the form for reimbursement. My service company billed me $280.00 for diagnosis. Once Choice Home Warranty received the diagnosis, they determined that the claim was denied due to the evaporator coil having rust and corrosion. The air condition unit is 21 years old. The technician stated that rust and corrosion would be on any unit. Also the coil was unavailable due to the age of the unit. I fled an appeal which did not go any where. I was told that rust and corrosion are automatic excluded from the plan. Therefore I am convinced since choice knows they will not pay for a common problem that they are a fraud and scammer. This is one way they get over on customers. Why would I have a warranty on a high end appliance that is covered at breakdown. Choice refused to pay anything on this claim. They should at least paid a percentage. I have been a customer for many years. My statement is true and accurate.

Date: Jul 8-16th, 20201.
Never get Choice Home Warranty policy. They will find every reason to not repair broken equipments. I had a dishwasher (DW) drainage problem. They had sent a technician who kept me waiting for more than a month. After several complaints with CHW, they sent another technician who took another 15 -20days to repair, saying that the drain pump needs replacement. Few months after he replaced the part, again I had the same problem with DW not draining. This time around they sent another technician. He told me that the drain pump needs replacement and was actually never replaced! He gave this to me in writing. Then CHW denies the claim saying that the technician said the hose was cut which has damaged the pump. When I appealed, there was no help from CHW, even when I said the pump was not replaced by the previous technician. Their answer to this is that previous technicians faults are my problem because of the following clause in the contract:
"16. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider's performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. You agree that, in no event, will Our liability exceed $5000 per contract item for access, diagnosis and repair or replacement. LIMITATION FOR SELLERS: Notwithstanding the foregoing, you agree that, in no event, will our liability exceed $3, 000 in the aggregate for Seller's coverage during the applicable coverage period."

The policies are basically mis-advertised. Majority of the claims are denied due to such hidden clauses. The ridiculous thing is they can easily change the technician's report as there is no transparency to what the technician reports to the customer and what CHW "extract" out of the technician. I can't understand how can there be a discrepancy in the report. Evident that CHW makes up things to deny.
So beware and stay away from CHW.
The case manager who I had to deal with is Azfar Ali . They are trained to parrot few clauses and not resolve the issue. They are not customer friendly.

I would strongly recommend against CHW. In fact above is just one of the multiple issues I have had with them. In a previous instance even the technician (who was one of the rare honest technician you can come across sent by CHW) was pissed with the way CHW treats them!

Earlier this year, I had Choice and had paid the premiums. I had waited for the 30-days that Choice has as a so-called waiting period. We had a rainstorm and the roof leaked. I filed a claim. Choice denied it claiming that my roof had to have been leaking prior to the claim. I told them no. as I had never seen any evidence of any leakage. They did the same thing to me about 3-years earlier when I needed to have my A/C unit fixed. They kept telling me that I needed to have this and that test done that ended costing me nearly $700 and then Choice denied the claim.

So don't believe what they say that they are the best home warranty company. I will never trust any home warranty or even car warranty companies based on what Choice did to me.

I have filed a claim with Choice Home Warrenty two days ago and I still don't have a plumber here for a flooded basement. Neither the hot water heater or the sump pump is working. I also asked about bringing in my own plumber and the process for receiving approval for that. I have been disconnected twice and am thoroughly disgusted with the service, My claim number is [protected].
Kaye Chesemore
[protected]

It was a year ago that my washing machine died, having choice as my peace of mind backup, I was completely dissatisfied with the end result, tech came out and said it was not worth fixing, choice decided he was qualified and said they would send out another tech, after that tech came to the same result, they said the machine was over 10 years old and would only offer 400.00, it cost me 800.00 to replace it with the same type of washer, when I tried to cancel I was told that it's in the policy that they can offer the value of the appliance.
I said the reason I have this warranty is in case the A/C went out, that's something here in Florida is a MUST.
Long story short, a year later my A/C went out, tech came out and said the whole system must be replaced, choice sent me an email that it would cover the condenser but not the air handler, I would have to pay 600.00 For it and 1000.00 to the repair tech for installation, asked if I would agree to get the repairs started, I said ok. Not a few days later I was called asking for ANOTHER 600.00 from choice to cover the repairs, o said I already did, the representative said ok I will have a case manager call you, when they called I was told I refused the repairs, needless to say I again agreed to the repairs and the 600.00 for the repair, they said they did not know why I was asked for another 600.00, the next day I'm called again asking for 180.00!
By now I'm pissed, long story short again…
Been 3 WEEKS AND NI REPAIRS!
Repair company blames the warranty and the warranty blaming the repair company, bottom line if your air conditioner goes out, plan on being without for a month!
I am suppose to have the installation done next week… time will tell

The home warranty industry is a huge rip off. We were with American Home Shield for years until 60-90 minute hold times and a complete lack of follow thorough became the norm for them. We then tried Choice Home Warranty and to their credit - they generally did not leave you on hold and called back quickly. Unfortunately the service part of the company is nothing like the people who anser the phone.
Choice Warranty sent 2 technicians out to our house each of whom came twice to fix our refigerator. The first technician was grumpy and both of his visits yielded no improvement to the fridge. They then assigned Sears Appliance repair who came the first time and "reset" the control board which did nothing to solve the problem. He came out a second time and told us he needed to order a replacement Control board part and said it would take 3-5 days to come in. After 3 weeks of waiting and multiple emails between my wife and Choice Home warranty, we were then informed that he had filed a report saying that he had fixed the fridge and no part had been ordered. For the last 2 of those 3 weeks my wife had emailed Choice multiple times to see where the part was (Since Sears Appliance Repair's phone number said the hold time was 900 minutes!). Each time Choice said they would "escalate our claim, contact the repair company and get back to us withing 48 hours". At no time did they get back to us with an answer. Finally I called and waited on hold while the Choice representative called Sears, and that's when we found out about the fraudulent repair report.
Choice acknowledged that it appeared the technician or Sears had falsified the report but said there was nothing they could do about it.
By this time we had gone nearly 2 months without a working refrigerator/freezer. Since neither of their two tehnicians fixed our refrigerator, I asked Choice if they could please replace it since 2 months seemed like way too long to wait for a resolution. Not only would they not replace the fridge, they said I needed to have a third technician come out AND they would not guarantee that if the third tech couldn't fix the fridge, they would replace it at that point.
I don't know what people expect from a Home warranty company, but if they are willing to string you along for over 2 months and possibly longer with no guaranteed endpoint, then why pay for a warranty at all? We tried to cancel our policy and though we had 3 months left on it, there was no prorated refund. Then they told us that since we had a autorenewing policy, they could not cancel our account until 2 months before it expired. I ended up getting a new credit card account number for the account that it was billed from. They are a horrible company and if you read this review and still do business with them, don't say you weren't warned. Their rating on the Better Business Bureau is 1.06/5.0 - that should tell you all you need to know.

[protected]@choicehomewarranty.com
[protected]@choicehomewarranty.com
I understand that you are once again going to reassign this claim to a 3rd vendor at no cost to me, because again your Vendor didn't show up to inspect my pool. I have had 3 of your vendor's state that they have a serious problems getting approvals on CORRECT work/repairs/replacemts needed to your consumers equipment and also getting paid on time and in full. I as a consumer paid you a lump sum amount for 6yrs of coverage. Yet you cannot seem to keep honest vendors to solve our claims. The contract is not being honored in good faith by Choice and is a huge problem. I now have a "pea green" pool with green algae, mustard algae and black algae due to your negligence in getting my pool repaired within a reasonable time. This additional damage falls on CHOICE and i expect CHOICE to repair the additional damage in full. You keep assigning to vendors that don't show up at the cost of us, the consumer. I want action, not we will reassign it or speak to a case manager that is not an expert in INGROUND pool parts/repairs. I've lived in my home for 28 yrs. Never had this problem. I switched from American Homeshield thinking CHOICE would be a better company. I definitely am wrong. I will be seeking reimbursement from you for service that you have denied and the additional damage cause to my equipment and pool, along with the unnecessary frustration and anxiety!
There is NO CASING on pool motor or pump.

Came home to no water pressure, and 41800 gals of water wasted.
I thought it was a sprinkler head broken, I started to dig up around the 4 sprinkler heads on that side, no luck. Called TEC to come out and check, they stated it was on my side and it was probably a main water line leak. As he stated, You Have a Real Problem Here! Especially with the tragic Condo Collapse here in Florida. This leak had to be found and repaired immediately . I was so concerned about the leak I needed to find a plumbing repair company. This is not easy, most were booked for weeks, I felt is was unfair to pay the high emergency charge to come out . On recommendation, I called Metropolitan, they came out said they would find the leak and repair it for $650.00. ( This is an extremely fair price for the hours involved in this repair)I gave them the go a head. This had to be fix Now. I contacted CHW and requested help, after I was Hung Up On By Hugo and had to make another call to CHW, I received a Text that stated they could not find a Tech so I should find an outside source. (FYI a text in 90 degree heat and covered in mud is very hard to read) About an hour later I get a call from CHW, I immediately said to the person on the other end that the static was so bad I could not completely understand her. She stated that a tech could be here on Thursday (4 DAYS AWAY) I stated I had already had started the Emergency Repair, The CHW Rep said she would call back, She did not call back. That night I went on line and had received a Email from CHW with an appointment with Capital Plumbing on Tuesday From 3-8pm. and I could not use an outside source. I called Capital, and was told my address was not on the list for repair. This is just ridiculous. I then received an Email from Misty Durden (my case manager) how not to worry she was there to assist me with my problem. Ms. Durden did not even have the courtesy to call me direct EVER, (even after I have sent multiple emails) So I request to speak to Customer Service, I got a 15 minute session not with Ms. Durden but Yuselin Martin, right off the bat Ms. Martin stated the claim was denied because I did not contact CHW before I started the work. Ms. Martin had no concern for me, my plumbing issue, she is obviously the NO PERSON in charge of denning all claims no matter how the customer is harmed. I explained how I had just suffered health issues, and because of my age my eyes and computer skills are not the best. She had no concern, and was quite prejudice against my claim. This is a simple case of miss communication. CHW needs to work on understanding the Customer under pressure during these times of need. My EMERGENCY REPAIR was completed and was done for Thousands of dollars less than other plumbers were willing to charge me. CHW would have come out way ahead. I have two Home Warranties with CHW, and you can be assured that they will not renewed. You advertise that you will FIX or REPLACE the items listed in the brochure, You need to change that to At Choice Home Warranty we do not Fix or Replace your Appliances and Plumbing, But we are real good at saying NO. I'm worn out, disappointed in how I was disrespected and the lack of understanding under these unique circumstances.

My acct # [protected]
I talked with a sales person and bought 3 or 4 year contract. I called in a microwave trouble, 3/25/2021. June they brought back and said they can't repair. You guys offer $250.00. I said just replace it. you said this is all we are going to do. I was told when I got my contract if you can not repair. you would replace it with one close to what we have. I have been checking around and I am finding out Choice always finds a way not to take customer. You think you have a contract warranty until you use it and find out Choice is not going fix. Choice say read you contract page xx on xx. I listen to my sales person. Don't you think 3 months is a little long.
Tom Lesley
[protected]
I would like a call back, Thanks