Choice Home Warranty
Reviews and Complaints

I contacted Choice Home Warranty on September 1, 2020 with a claim that my air was not working. I received information that a technician with Walker Heating and Air would not be able to come out for two days. I was originally given a time for them to be there that was later changed. I was also told I would be contacted when they were on their way. Due to this I was on an errand when my son called me and said they were at the house earlier than was told and without notice. I talked to them briefly on the phone. They asked me when my AC had been serviced (it was on the A/C, but I told them last year). It appeared they were looking for an excuse. Then they told me that my problem would not be covered under the warranty as this was for maintenance. I told them no that was not the problem but that I was on the way and would be there shortly. When I arrived, the technician immediately said the problem was not covered and was I going to pay for it. I said ‘let's talk about this…'. They then got in their truck and left with no discussion at all. I was not able to tell them that the problem started when the power went off due to a storm. When the power was cut off the drain stopped and water filled in the pan. They claimed it was something that was not covered and refused to listen to the fact that the problem was not due to poor maintenance but due to the power being lost due to bad weather. My house had been in 97 degree heat for three days during a pandemic and neither Walker or Choice were doing anything to help me. I had to contact a reliable air conditioning company, Ramco, who showed up within 4 hours of contact and was able to fix the problem within 20 minutes. I subsequently contacted Choice Warranty with my extreme unhappiness in how this was handled and submitted the receipt from Ramco asking for reimbursement. The representative said she would research it, but didn't contact me back for over a week (after I had to call multiple times). When she finally called all she would say is that she stood behind her technician and refused any reimbursement for the charge, nor would refund any money for the remainder of the yearly contract I had prepaid.
According to the Choice warranty contract, they are to fix the problem per the agreement that states:
A home warranty provides repair or replacement of all covered systems and appliances that were in the home and in proper operating condition on the agreement effective date, and that have been properly installed and maintained, no matter their age, make or model.
They did not do this.
Choice Home Warranty maintains the following:
All CHW Service Vendors are pre-screened, licensed, and independently insured. Performance is constantly monitored to ensure quality work and professionalism. Your satisfaction is our biggest priority.
The behavior of Walker Heating and Air was anything but professional
I did not have my air conditioning fixed at all and the time it took for anyone to respond to me was extensive. I have also contacted multiple people at Choice Home Warranty over the last four months and received nothing but a standard 'this was not covered and nothing we can do'. I will never use this company again and hope that nobody else does either. They are not a reputable company in my opinion.

Sent hvac guy to fix my heat he came 5 days after I called them check the system and said I needed a part check with the company said it was covered. Took my money 4 weeks later no heat and company said they were trying to get him he calls a said he would come and never shows up using electric space heaters to sleep at night. My 82 year old mother in law lives with us neither the warranty company or the hvac guy have any morals. I hired a local guy to fix it done in 1 day. Thanks for nothing never would use either again. By the way i'm a realtor would never recommend this company it's a rip off

I am asking everyone to stay away from this company. This company is a fraud i dont even know how they are business. I will do everything in my power to prevent anyone else get in their trap. I ve been with them for 3 years, never call for any service. Today is December 30th and i have been trying to get my diswasher and fridge repair since May. Finally last week i made a last attempt they finally said they will have some come over to look at them and will be a service charge of $ 65. I clearly asked the agent if it will be a service fee for each one he said oh no just one service. When the technician pull and started to work on diswasher and eife was emptying the fridge, he replied he doesn't fix Fridge end up paying him the service charge. I call choice back they oh no it should be one service and that's what we have in the work order. Few day later another technician showed up for the fridge and requested another service charge. I proceeded to call choice again the agent told me he canse that they say it was gping te one service but since the last person didn't do it i would have to pay the service fee when asked hom to speak to a supervisor he hung up the phone on me even the technician that was standing there couldn't believe it. It had such a nightmare with this company. Plesse stay away from them. They charge but when something broke they sre not available. Prior to that i had a gas leak after waiting for 2 month i had to pay another company over $300 to fix

They kept not scheduling and rescheduling service. The tech didn't correct the issue. They refused to send someone out, i had to fight to get someone new to correct the issue. They finally did send a tech out only to now deny the claim. Then, they canceled my policy. They said I requested it and kept over a year's pre-paid policy. SCAM!

Filed a claim over a month and a half ago. They tell me there is none in my area to take the claim. They will not give me updates unless I send them a nasty e-mail and then they tell me the same thing. Shame on them. At these hard times you would think they would try to help. They sure took my money with not problems. I have several neighbors that are going throught he same thing with them.

We have had Choice Home Warranty since we bought our house over a year ago. The first year was part of the sale and we renewed for the second year since the A/C repair in the first year went well. But, the second year has been less than acceptable. We filed a claim for a broken trash compactor in July, the tech came out, took our service fee, diagnosed our problem and said he had to order parts. After several weeks and phone calls to the tech with promises to return, we called CHW. They said we should have contacted them sooner and would have to file a new claim which meant another service fee even though we knew what the problem was. The second tech came out, took the fee, diagnosed the problem, said he would order parts. Long story short, he never showed up again to do the repair. Now we have an A/C heat pump issue and was given an appointment in 3 days. That was unacceptable. I called the tech's phone and got voicemail, left a message. He never returned my call. I contacted CHW after we procured a same day appointment with another tech and would just ask that they reimburse us for the repairs, they refused. I am now cancelling our policy and demanding a refund. I don't know if that will happen. I do not recommend doing any business with these rip-off artists.

It is over 3 weeks now. CHW sent a Repairman from Sears, he ordered the wrong parts for Frigidaire Microwave Oven. 2nd repairman from Sears came yesterday. CHW would not approve extra parts. Sent me an offer of $191 to buy and install the MW myself. Refused, got email that Cheryl Hickmon she is my claim review Representative. Called her # [protected] ext 3222
e: [protected]@choicehomewarranty.com, sent emails. No reply. Her appointment calendar shows next availability next Tues. 12/22/20.

Absolutely unacceptable

CHW Reps. can't or will not HELP

I had a Choice Home Warranty Policy. My stove burners didn't work and CHW determined it would cost too much to fix it. So they insisted on giving me $375 to buy a new stove. I couldn't buy a good stove for $375 and was unhappy with their service. So I cancelled the contract by phone and by email three times, one of which was to the manager assigned to me. They ignored my request and never sent a refund. I would call and they would not answer. One time when a manager talked to me, he disconnected when I requested the refund. They do not answer my calls. When I leave a call back number, they never return the calls because they don't want to give me my refund.

I have saved all my emails. I have never seen such dishonest people trying to run a business.

Filed claim took a week to respond said couldn't be fixed. Issue was control board bad, choice decided to have another company look at the dishwasher no problem another week went by new technician said he didn't thick it could be fixed when I waited from November 11 2020 for response and nothing. Called choice representative. She (not going to say name) told me that the last repair company said they could fix or replace control board she could not contact repair company saying there mail box is full. Its been over 6 weeks now. How soon should I expect to see it repaired. Wife getting up set doing dishes thanksgiving was a lot of dishes Christmas coming.

Bought my warranty november 3rd. I upgraded on november the 10th to a three year plan. You have to wait 30 days to file a claim.
On december 4th, I filed 3 claims. I was told they were all denied due to my contract starting on december 10th, versus december 2nd. After an hour on hold, they agreed to send a technician. What a joke he was. I am well over 60 and he was telling me how to operate my appliances. They agreed to replace my washer with a check for $380 dollars (don't know where you can get a washer for that price). I called today to cancel my contract and they are offering me a refund of $250.00 less that I paid for it and they not credit my card I put it on, they will send me a check in 30 days. The reason they gave me is because I had the warranty for a month. (now, remember you can't file a claim till after 60 days. I am out $250.00! And I am not happy! Do not buy any warranty from these people! There technicians are by far not the best.

Have tried unsuccessfully to have the valves behind my shower plumbing fixed. After 2 and a half weeks without a shower a subcontracted plumber finally showed up and said they could not fix the problem without replacing the whole shower guts and the outside hardware... My contract clearly states that I would be responsible for the hardware (shower heads, off and on lever etc) but the inside the wall plumbing stuff including labor would be covered. When I called they asked if I diagnosed the problem, I said I took the on and off lever off to try to look in behind the wall. They are now saying because I touched that part the whole contract is null and void. This company took days/weeks to respond and then refuse to honor their written contract. Letter to bbb and my state attorney general are next. This company is a scam! Buyer beware!

I submitted a claim 103565691 on November 21st. Contractor was sheduled for December 2nd. It is now December the 9th and still no contractor. I was told it will be escalated for quicker resolution about a week ago. Yesterday I told I was moved to the top of the list and that contractors will be called but still no contractor has been assigned. I cannot understand why it would take this long to get someone to unclog a kitchen sink. This is ridiculous and unacceptable. Please solve this as soon as possible.

I have submitted a claim for a Kitchen Faucet to be replaced as it was leaking due no normal wear and tear and I was told that this service is not covered, and that is mind boggling to me. If they do not cover anything for normal wear and tear, what do they cover? It means that the company is not an insurance company but it is a fraud!
in my history with this Company (it s almost six years, since I purchased an extended coverage for that long, they have always found a way an excuse not to refund any money! I have submitted already 4 or 5 claims and they have systematically found a way to either give you too little or nothing. It is preposterous how they treat their insured

As of today, I have an open claim for a plumbing repair that was filed seven days ago. I have received no follow up whatsoever other than a standard, automatic form email asking if I want a reimbursement option.
For what it's worth, I filed a previous claim (also plumbing) in late october. It took four weeks and 27! Phone calls to get a plumbing company assigned to my claim.
I have to assume this is status quo for choice home warranty.

For what it's worth, the plumbing company who was finally assigned (dynamic plumbing in carlsbad, nm) was quick, polite, and professional. I'd recommend them at any time.

I did not renew my policy. Company charged a month renewal to my credit card on 11/26/2020. I have filed a complaint with them and also disputed the claim with my charge card company. I do not want the policy renewed.
Policy #[protected]

I never requested a quote from this company. When they call me I tell them I am not interested. They tell me that if I don't stay on the line that they will not stop calling me. They call me 4-7 times a day on different numbers. Blocking the numbers doesn't do any good. I told them I don't have a home and I don't need their services and they say that is not a good reason for them to stop calling. I stayed on the line for them to put me through to the next person to see if I could get this to stop and the sales representative demanded my credit card information and address. I said no, yet the calls never end.

I have been a vendor with Choice Home Warranty for the year of 2020. So far they have managed to figure out ways to not pay me. Also they advertise payment in 30 days. It's more along the lines of 60 days now. I cannot afford to carry their debt for that long and then find out that they decided to not pay an invoice. I hear from their customers how terrible they are on the customer end and I see it from the vendor end. They deny customers who have legitimate claims. They offer customers "builders grade" replacement appliances. I am a builder. I have no idea where CHW gets their builder grade pricing from.

There is no recourse with this company. I have attempted to reach out to them and get assistance from someone in management. But no one cares enough to call be back.

Please help!
Bob

Microwave has broken at least 4 times. Keep sending random technicians with not much experience to repair microwave. Been broken passed 2 weeks. No microwave for thanksgiving. Company came today to repair. Stated it was fixed and left. Microwave still broken. Notified choice home warranty. They do not care. I have to wait for company to come back when they can. Microwave still broken. 2 weeks. I have paid $240 in service fees on this microwave. Could have replaced it. They are stealing my money monthly.

I have been trying to get a claim dispute resolved since 10-27-20. I have called and emailed many, many times and cannot get a return phone call to get problem resolved — five emails and over a dozen phone calls to the customer service and no calls back from case manages! No resolution. Great
Case managers — I'm being sarcastic!