Choice Home Warranty
Reviews and Complaints

I had choice home warranty for last two years and my husband died and I wanted to cut back on some bills so I wasnt going to renew my warranty for 2020. But after spending hours on phone to tell them to quit charging me monthly when I didnt want this service anymore finally got to talk to someone and they told me they couldnt refund money but would give me july and aug. Free and cancel since I didnt want service. They are still billing my chase account. Very upset and about to give some bad reviews on this choice home warranty.!

I don't know how the received 2 stars . I would give them no stars. I have been waiting over 6 weeks for an oven repair. No one at Choice Home Warranty can tell me when someone is supposed to show up. I would never, never, never purchase their warranty again. Very poor customer service. If you are thinking of purchasing a home warranty company do not pick Choice Home Warranty. I had a second home and I purchased their warranty. The air condition went out. a repair person was to supposed to show up. Of course it was summer. They did not. I called Choice Home Warranty to find out when someone will come. They told me they don't know and to hire my own repair person and they will reimburse. Guess What. I did what they told me. The repair costs were $800. I summited it to be reimbursed and they said no because their service person did not service the air-conditioner. Stay away you will be a happier person.

Purchased home warranty... Fornew home. Closed on home july 2, 2020. Part of closing inspection objections was hvac serviced, clean and confirmed in working condition. I have paperwork showing such. Aug 15 hvac stop cooling. Chw sent tech.. Who stated ill get you a new system, let me do what I got to... Reported blower out, heat exchange cracked, condensor leaking... Etc... Chw denied claim in 2 hours as preexisting... Mind you I have documents stating otherwise. I appealed... After 3 days of trying to reach the assign appeal rep. She denied again in 1 min. I explained what tech stated about getting new system.. Asked for second opion told no.
Then offered if I used their tech chw would cover labor, with tech who was out to get new system, can you say kickback.. I then chose to pay my own tech to come out and this company said only issue is blower motor is out, heat exchange not cracked, condensor fine. Now I can not even get a hold of anyone at chw.

Choice Home Warranty:
(08/07/2020):
Friday August 7th, 2020

Claim 93744315
422 Sheffield Dr
Richardson TX 75081

Dear Paul Kelly,
This letter is in reference to your Air Conditioning claim. We have carefully reviewed the details of the claim and a coverage determination has been reached.

During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to repair or replace, at our expense, the systems and components mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and

Become inoperative due to normal wear and tear; and

Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Your claim was submitted on 08/06/20 and was assigned to Cortinas & Sons on 08/06/20. After the appointment date on 08/07/20 the technician submitted details pertaining to your system failure.

Please refer to your terms and conditions section F number 12; we will not pay for repairs or failures that result from the contract holder's failure to perform normal or routine maintenance. for example, you are responsible for providing routine maintenance and cleaning pursuant to manufacturers' specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. In the event a claim is denied, and a customer seeks to have us review that denial, we have the right to request routine maintenance records in reviewing its decision. As the contract holder, you are responsible for providing maintenance and cleaning of your covered systems and appliances pursuant to manufacturer's specifications. Any failure caused by the failure of a contract holder to perform routine maintenance is expressly excluded from coverage.

It has determined the cause of failure of your system is with the blower motor that has seized or is not moving enough airflow to properly satisfy the systems needs and causing the system to short cycle or fail to start.

A dirty blower is usually the result of running a furnace with a dirty or missing filter, or not being cleaned and maintenance properly. Dirt on the blower blades dramatically reduces the capacity and any dirt on the blower wheel blades will cause your blower motor to work harder. This causes a higher amp draw on the motor and pushes less air flow through the system, ruins the balance of the fan and can cause noise and/or vibration issues. Likewise, dirt or debris build up on the motor itself would cause the motor to overheat and fail internally due to not being able to cool itself.

Appeal Rights

You may request a review of this claim in writing by visiting https://www.choicehomewarranty.com/cads/claimreview.php?ccid=cql8lQaWrSh2hbtn0QeXoe0zZSSQXYvNKlXyB9Mpyuk. The request for review must be sent within 7 days of receipt of this letter and state the reasons why you feel your claim should have been approved.

Nothing contained in this letter should be construed as a waiver of any rights or defenses under the policy. This determination has been made in good faith and without prejudice under the terms and conditions of the contract, whether or not specifically mentioned herein.

Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs.

Sincerely,

Team CHW

* Click Here to view complete limits of liability and any exclusions. CHW offers service contracts which are not warranties.

I opened a claim on 8/13 because my garage door did not open/close properly. On the site, and via phone call, I was told the name of the repair company and informed that my appointment for repair would be 8/21. I needed to have someone at home between the hours of 11am and 3pm. Today (august 21), after 3pm, I contacted the technician to be told that my appointment was rescheduled... No phone call, no text, no email, nothing! My garage will be broken for close to 3 weeks before they can get a technician out. This is a far cry from the 24-hour timeline that they cite in their warranty, post on their website, and state on the phone.

Do better!

I have filed this complaint before against CHW. If they do not contact me and try to resolve this issue then they all are a bunch of crooks. My name is George Bullock, phone is [protected], email is [protected]@bellsouth.net.
In July my air conditioner for the upstairs of our home stopped working. CHW sent a contractor out to inspect the a/c. It was determined that the unit needed a new fan motor. It took 11 days for the contractor to install the new fan motor. The only problem is that when installing the fan motor he only used to 2 screw instead of the required 4 screws to hold the fan motor against the bracket. Due to vibration from the fan motor 1 of the 2 screws fell out and the fan motor dipped, damaging the condenser and coil. I request a new contractor to come out and inspect the a/c. The new person agreed to the cause of the damage, screw falling out and only using 2 screws instead of the required 4 screws. He stated the unit had to be replaced and also the heating system. I called a third party air conditioning company out to inspect and they too, stated the unit was ruined and needed replacement along with the heating. I have pictures to verify the damage to the a/c. Long story short CHS has refused to do anything. At first they refused my claim but after sending them pictures they changed their minds. In the mean time I had another company to install a new a/c unit and heating. Cost was $3745. which I paid out of my own pocket. CHW has refused to reimburse me or any portion of my cost. This is wrong and they should be put out of business. We were without air conditioning for 18 days in over 90 degrees heat.

My name is Rowchell Williams out of Dallas Texas we filed a claim to have our air condition repaired or replaced of our unit/s back in May as of today we still have not had any resolution to our problem although we have been given the run around for months now. Today is the 8.20.20 and I once again call to follow-up on the status of our repairs/replacement and once again I was given a totally different excuse.
After being given the run around for months I was now told it would take additional time until September before they could get the part, or anything could be done or my second option which has blown my mind. They would cut us a check for the repair of our air condition in the amount of $508 which is far less than what we were quoted it would take, the amount quoted to us was somewhere in the neighborhood of $15, 000 with our out of pocket amount of $475. After submitting this complaint with you I will also be submitting one to the BBB as well as contact Fox 4.
I believe my family has been more than understanding up until this point even with the additional out of pocket expense on our part just to survive this Texas heat.
My family hoped that this could/would be resolved without coming to this, but it does not seem to be so.

Sincerely,
Unusually Hot In Texas

I have been calling since of June to have my AC unit repaired. It took 3 -4 weeks to get someone out here then Choice didn't want to cover the work. From June to the end of July We finally get the system repaired but not what the technician said should have happened because he said you (Choice) would only cover replacing parts. I had to come out of pocket with over $2600 dollars and 2 weeks later TODAY my system is out again. I was assigned a case manager who sounded like he was 12 years old on the phone who does not return calls or emails. Is this how you handle paying customers. This is ridiculous and your case manager Marc Ruehle should be looking for a new job. I need my system fixed ASAP.

been waiting since July 11 2020 for repair on my garage door opener. call every days finally they said they found someone for aug 7 never showed up waited all day work night never slept still waiting they just give you the run around worst house warranty ever want my money back . they keep telling me to find somebody and they will reimburse me if it meets they ideal price . I'm not stupid to did nt pay all this money to get ripped off more

In early July 2020, my upstairs air conditioner stopped working. I checked it and observed the fan blade was not moving. Since I have a contract with CHW since April 2020, I called them. My call was made on a Saturday but the contract repair person did not come out to inspect my A/c until Thursday. That is a 6 day wait. After determining that the a/c required a new fan motor he said he ordered one. Five days later he came back with the fan motor. The motor was too large for the a/c unit but he attached the motor to the bracket holding the fan. The motor requires 4 screws to secure it to the bracket. The repair person only inserted 2 screws. Due to the running of the motor, and vibration, one screw fell out and the fan motor dipped down and the fan damaged the condenser coil. The a/c was up and running for 3 weeks until this happened. Another call to CHW and they sent out a different contractor, at my request. In the mean time I had purchased a window a/c and several fans to keep the upstairs a little cool as the temp was in the 90's. I hired Casteel Air Cond. company to send out a person to inspect this damaged a/c. He came out and took pictures and saw the damaged and stated the unit had to be replaced. The second CHW contractor who came out to inspect the a/c agree the unit had to be replaced and would also require replacement of the heating unit. CHW was notified on 7 Aug. At first CHW denied the claim, stating the fan bracket had broken. After telling them this was not the case they did nothing. I sent 2 emails and left 4 phone messages to a Ms. Brown. It took 6 days for Ms. Brown to contact. I informed her that I had hired an outside company to inspect the broken a/c and they took pictures. I forwarded the letter and pictures from Casteel, the outside company, to CHW. Later on the same day Ms. Brown had contacted me she called again and said my claim was approved for the broken a/c to be replaced. I asked her if I could have another company install the a/c and they could reimburse me. She stated they do not reimburse people. I know this is false because I went on line and read where they are reimbursed people. Anyway, on Thursday, 13 Aug. I contacted a local company, Savannah Air Conditioning, LLC and they installed a new a/c unit and heating system. The a/c unit and heating had to have matching freeon. I paid Savannah Air Cond. a total of $3745. out of my pocket. I have not heard anything from CHW since 13 Aug. We had been without air conditioning for 18 days due to the way CHW and their contractor operated. I would hope that CHW would do the right thing and reimburse me. Thank you. George Bullock

They refused to pay the claim because they said it was a defective unit - this blower was 15 years old and the HVAC vendor said a bolt wore out and broke into the fan. The rep Lydia Colvert said no matter what the tech said, they will not pay any claims until the unit reaches the end of their useful life. Again, they will not pay any claims if something goes wrong with the unit unless it's past its useful life. No one should be buying this "warranty" because it does not cover anything if something goes wrong unless it's past its useful life! They are TERRIBLE!

Lydia Colvert | Case Manager
Choice Home Warranty
V: [protected] Ext: 3673
E: [protected]@choicehomewarranty.com

My heating element in the water heater went out causing it to trip my breaker. Choice said it's not covered due to a maintenance issue. It is ridiculous to say that this is not covered! This should be a wear and tear issue! I'm so sick of every time we file a claim, we end up getting screwed! Recently we had to pay more than 66% of the a/c rerpair that we had. Now this on the water heater. Every time there is a big ticket type of repair/replace needed they come up with some excuse to not pay! We have been with choice for 5-6 years. They are happy to get our money every month but don't want to pay out anything! If this does not get resolved to our satisfaction, I will be leaving choice! I am sick of this.

(08/14/2020): ok, now we want to speak to the president/ceo of choice! I have called my case manager, hind hassan 5 times from 8/12-8/14, left messages each time, and have yet to hear back from her. Just another example of choice not providing quality service to its customers. This is so frustrating!

I filed a claim on July 2nd for my ice maker. They assigned a technician and made an appointment within 1 week. The technician did not come. Filed a complaint and they resent the technician. This time he came and took our money an told us that he needed to order a part. He never returned. I called him and choice home warranty several times and they did not return my calls. After placing five complaints on the website, they said that they would send out an other technician at no cost. I have yet to see this new technician. I offered to order the part myself and repair it myself if I would get reimbursed and they would not agree. I called and asked to speak to a manager and did not receive a callback. Then I had another issue with water in our basement. I filed another claim and they could not find a technician. They offered to reimburse me if I found one myself, which I did. They will not reimburse me for the charges as they claimed. I get a different person every time I call and each one does not know what the other said. It's complete nonsense!

It's been 4 weeks my refrigerator is now working and choice home warranty did first repair and committed it will be all fixed. They took 3 weeks of time and still refrigerator not working and after another request they are again telling me to wait for another 2 weeks of time to get it repair again. We had to threw away plenty of food because of this inconvenience and choice home warranty took no responsibility. We have kids and old people home and cannot have food at home. But choice home warranty don't care.

Do not buy home equipment warranty, these companies are cheaters specially"choice home warranty"which I have, its a very bad mistake I have done, we made a claim for our ac unit two and half month ago and still did not fixed. They are cheating for customers. If you call them you have to wait at least 45 mints minimum till some one will answer, and even their customer service cannot do any thing and they were transfer my claim to case manager name called 'azfar ali' he didn't do anything as far. And he is no ware. Please be care full these companies are cheat for people.