Choice Home Warranty
Reviews and Complaints

We lost heat Sunday evening. We immediately filed a claim that evening. After no response from a live or computer-generated agent, I called Choice Home Warranty Wednesday Nov 18 and left a message. Later that evening I received an email stating that I could use the reimbursement program. I also spoke with a sales agent that I had purchased a previous Choice Home warranty with and she checked to see which HVAC companies were approved lenders.

Nov. 19th Airone HVAC came and assessed our needs. I left a message with Tracey, our sales representative, but no response. Airone returned and fixed our heating unit today, Nov. 20. I received an automated call late last night with an inaudible message about a repair company that would assess our claim Nov. 23.

We are being told that no part of our out-of-pocket expense will be covered. This is the second home warranty we have purchased with Choice Home Warranty. Their service has been horrible. We literally had a water line burst and was flooding our yard and they left a message that a technician would be there in 7 days!

We will be asking for our 3 year contract money to be returned and the warranty to be canceled if this issue cannot be resolved.

Regards,
Michelle Doscher

I have the Ultimate package with Choice Home Warranty. My water heater sprung a leak and upon inspection it is determine that I have high water pressure. My contract covers this as well but CHW will not honor this repair because the tech did not state this in his report. I just moved into this house in July and my agent purchased this to cover use on these unknowns. CHW is finding every loophole to avoid this repair. This is a rip off for people unless you have a brand new home, this company will not cover anything. My toilet cracked and they stated they don't cover cracked porcelain.

I called my first claim in august 2019. The needed to replace the computer component on my new dishwasher as it was running long cycles and not draining. This year, it started doing the same thing. A tech came in august, was rude, and didn't correct the issue. For weeks I attempted to call choice to get another tech to come out. Their automated service never called back. Finally in september I waited at least an hour on hold to talk to someone and schedule an appointment. They wanted me to pay another service fee, which I stated I would not as I was trying to reach them for weeks from the lack of repair the previous month. I requested management assistance and it took weeks and threatening to cancel my account before they agreed to send someone out. They sent another tech who wanted to reroute the drain to the disposal before changing out the computer components. Choice denied this "fix." I asked customer service what the next step would be then, and they said I needed to contest the decision in order to move on with getting the dishwasher fixed. I was assigned a "case manager" who was out of town when I called. I emailed her with a summary of the events to date and a list of what I saw as options to proceed. Without any call, email or other conversation, I received notice that my account was cancelled and they were only going to refund me less than a third of what I stated should be the pro-rated amount left on my account. Since then, they refuse to talk to me stating "my account is closed, there is nothing to do." I have stated that the account wasn't supposed to be closed and have requested upper management assistance multiple times. They have continued to ignore all requests for dialogue or resolution. This company is blatantly avoiding any responsibility to fix the dishwasher issues originally presented, and instead have further exasperated the situation.

Filed Warranty claim on 10/5/20 for washing machine that stopped working ~9/26/20. They sent a technician out (AZ Appliance Tech) on 10/9. Needed parts, and came back on 10/14. Needed more parts. Came back on 10/21, still needed more parts. Came back on 10/22. This time the Tech told us that the machine was beyond repair and was recommending replacement. Instead of replacement, they sent the same company back to "perform one more diagnostic" and the tech came back on 10/27. Again, stated that the machine was beyond repair and removed all the new parts they had installed, but did not reinstall old parts. The recommended replacement. Warranty company "reassigned" the claim to a different company (Sears) who cam on 10/30. Sears Tech told us that because the other company did not reinstall old parts that they would not touch it and said it was probably not repairable. On that I received an email on 10/30 from CHW stating to find my own technician and submit bill for reimbursement. Called for manager on 10/31, then received email that the claim had been "reassigned" again to an Urban Appliance Repair and scheduled for 11/4. After 4 weeks, 6 Technician Visits, and two companies stating to replace, we went and bought a washer.

I called choice home warranty to exercise my policy in order to affect repair to a "running toilet" (which was running up my water bill by the day) and 2 leaking faucets on oct 14th. I explained the immediacy of the issue with respect to my toilet. The company scheduled the appt for 20th between 11-3pm, I called back immediately to amend the time as I had an afternoon appt. Was rescheduled for 7am-11am. On the day in question the provider hadn't called by 10:15 so I called to inquire what had happened, turns out they never informed the plumber of the change in appt? The plumber arrived & assessed the situation, called for authorization & told me they would only approve the cheapest replacement fixture, not the brand I currently have, this was ridiculous as I have 2 faucets in the same bathroom now to have different brands! As I called to dispute the issue, the plumber left and told me he had been replaced b y the company? Now the earliest appointment for the replacement is oct 23rd! My toilet has been running for 9days! My water bill my ex ceed my mortgage this month... This is an insurance policy? Oh did I mention the policy doesn't even cover the full price of the repair (additional 140dollars)!

My oven I filed a claim on 09/08 of 20 and about my oven and its still not resolved. And they giving axcuses and run around. And they did the same to my microwave, I had to replace it myself.

After receiving a payout offer of $29.00, I requested a claims review for my washing machine on September 23. I have heard nothing from Choice Home Warranty since then.

I have left messages for Nichols Heard on seven different occasions. I have tried to contact her supervisor with the same results.

I am asking for Choice Home Warranty to adhere to the contractual commitment of " repair or replace item".

I filed a claim three months ago. The company couldn't find anyone to come out so I was told if I found someone that would be fine, just submit the invoice. I did and they told me that they needed to know exactly the labor amount and material amount, resubmitted that with the company business card attached and the owner told me to tell them they could call him if they had any other questions. I haven't heard from them up to this date. I also had a plumber come out replace the faucet in the tub. He needed another part and stated that he would be back. I haven't seen or heard from him as of this date. Please don't waste your money with these people. I wonder if these stars know just who they are representing when they are on TV advertising for them. Waste of time, its a act of congress to get them on the phone as well.

I placed a claim back in September 18, 2020 to have my washing machine repaired, I was informed that parts are on order and someone will arrive on October 2, 2020 to fix my washer. I was also informed that the parts/labor cost more then a new washing machine. On September 30, 2020, I received the first and a second part but not the main basket that needs repaired. Now it's October 13, 2020 and no one has shown up to fix my washer. I have gone to the laundry mat twice a week an spent unnecessary money. I have called to speak with a supervisor several time an was told someone will call me in 24 hours, when they return my call, I'm in court or working on timely documents.

My desirable resolution of this complaint is the received a new washing machine soon and refund. If not, I can purchase a new washing machine and cancelled Choice Home Warranty, file a report with the BBB, place an alert on Facebook not to deal with Choice Home Warranty and explain why.

Three for three: This company has failed. I purchased multiple policies for rental homes. I have filed three claims. On all three cases, the Choice Home Warranty was unable to find me a contractor. They say they will provide a contractor within 24 hours. I waited up to a month on one claim with no response. On critical claim, such as a heater failure in the dead of winter, I used the option to find my own contractor. I paid thousands out of pocket and was never reimbursed.

I STRONGLY SUGGEST YOU DO NOT USE THIS COMPANY

Don't waste your money! We purchased a house and added Choice Home Warranty for what we thought was protection from the unexpected. We've recently had a few unexpected problems in the house. In July, we had A/C issues where the upstairs bedrooms were a consistent 85 degrees with very little air flow. They sent a tech out and he serviced the unit and said everything seemed fine (barely looked at anything just threw refrigerant in). Recharging the system barely didn't do anything. The best we could get the upstairs temperature was 75 degrees the remainder of the summer. We filed another claim and said we still have airflow issues and the air isn't that cold. A new technician did a whole diagnostic test on everything that took two hours and submitted data and pictures. The whole system needed repairs and Choice would only cover the evaporator coil which is dirt cheap compared to $1600 Choice wanted me to pay for my portion. If I'm going to pay for $1600 they better fix the condenser, coil, and plenum that was coming apart internally. They were trying to get away with paying only $400 for a coil and nothing else. The water heater in the house started producing 5 mins of water. The unit is over 20 years old and on their website it says it doesn't matter how old the appliance or equipment is. They denied it for sediment in the tank. The unit is 24 years old! I'm surprised it lived this long. Don't count on choice when the mechanical items in your house break down. We've lived with an upstairs that was unbearable and now are taking 5 min showers. Nice to know when your out of a job and needed the warranty they managed to get out of covering all of it.

Over the past 2 weeks I have received a minimum of 20 total calls from various numbers, all saying they are calling for me to sign up for their warranty. I have never inquired about a home warranty and have never asked for any information about this product. Each time I have asked the caller to remove me from their calling list as well as telling them that I am on the do not call list. If I receive one more call from these people, I will contact my lawyer and start proceedings to charge them with telephone harassment. Enough is enough.

Been waiting nine days for repairman talked with four differert people in resolution department. Was advised yesterday that supreme home solution would service wednesdat between 3-8pn [protected]. Supreme called to say they could noy come until friday. Choice has been looking for provider for over a week. We have been without heat for ten days. Resolution agents keep giving excuses.

Claim #[protected].

9/16 Wed, my AC went dead so we called. We got a message stating that the repair will be delayed due to heavy requests. So we called and requested permission to hire a local AC repairman. The receptionist said that we are good to go and authorized for reimbursement.
9/18 Fri, that morning I called again to ensure that the repair is authorized. Again, the receptionist said that we are. So that afternoon, the AC guy fixed it and paid $465. The work was incomplete due to the coil needs to be changed also.
I called the case manager Candi McLetchie and left a message. Days after, I kept calling and leaving messages coz she is not returning my calls.
Up to this date, no calls from this case manager.

My ac unit went out, I contacted home warranty, they said I had to wait at least 24 hours for them to find a technician which they were unable to find and for me to find my own which I did. I was waiting for a call but instead received a email explaining what I had to do for the repairs to be made. As you can see I forwarded the info to the repairer so I don't know where the break down or the misunderstanding in getting approval to do the work for the repairs. I'm just asking for a fairer consideration in this matter. Thank you for your assistance in this matter.

Thank you