Choice Home Warranty
Reviews and Complaints

Earlier this year, our furnace had to be replaced due to holes caused by rivets deteriorating which was allowing carbon monoxide leakage. The unit was 23 years old. Your Service Department flately refused to consider the claim. They said it was from rust and corrosion which it wasn't. There was no such thing. The furnace technician even said there was no rust or corrosion but your Service Department
wrote it down like that. I had sent in documentation showing the holes in the heat exchanger due to where the rivets deteriorated. They wouldn't take that info into consideration. I bought this warranty contract in good faith and your company is not honoring its liability.

Upon placing a request for service on my ac system due to continuous running, a company named Bennett & Sons in Apopka, Florida, arrived & replaced a contactor on my unit. However, the technician rewired a wire to my thermostat withour permission from Choice or myself & left us without heat in our home. When Bennett & Sons were made aware of the issue, they refused to correct whatever their technician had done by saying the unit was hot wired & it would cost me $450 to fix the heat. Now my unit is damaged & Choice will not hold their contractor responsible & reports that they do not cover wiring. Choice has told me to contact the contractor myself & tell them to have the owner call me by 4:00 p.m., today, 3/4/2020, before I took legal recourse & then promised that I would hear back from them within one hour. I heard nothing! I have pursued this matter with every department available with Choice Home Warranty with no solution other than to sue! Choice Warranty management & representatives have been instructed not to disclose any contact information to their Corporate Offices in New Jersey or names of executive officers. This company has much to desire & definitely has much to hide from the consumer. Run from doing business with this warranty company because NOW you do have a CHOICE! BUYER BEWARE!

Choice Warranty Lies
The wording regarding hot water heaters is very confusing in the Choice's Home Warranty Policy so before purchasing, I specifically asked if hot water heaters were covered. I was assured that they were so when my water heater started leaking recently, I immediately filed a claim. I confirmed once again, before making the first appointment with their plumber, that the water heater would be covered and specifically said I did not want to pay a $60 service fee if it wasn't. Again, I was assured that it was. I agreed to use their plumber, paid the $60, but when the plumber submitted that a new water heater was needed Choice denied my claim in full! I was then assigned a "case manager" to supposedly appeal to but he was very unresponsive, took hours on end to return phone calls and agreed to the original denial anyway. So much for the appeal process! After threatening with multiple bad reviews, he did come back with an offer to pay approx. 1/3 of the cost but that still left me with $650 out of pocket that on 2 different occasions I had been told would be covered. This was on top of the $60 service fee that I'd already paid. So don't waste your money on Choice Home Warranty. I've had other home warranty policies in the past that actually paid for what they say they'll pay for! I'm sorry I switched just to "save" a few bucks. As always, you get what you pay for!

I put in a claim for the heat strips in my a/c not working. A technician came out and took picture of the evaporator coil and said that it was too dirty and that it did not allow enough air to circulate around the heat strips. He did not actually touch the dust that was on the surface of the coil, slight amount [due to the fact that I change the filter faithfully every month] a normal amount to bypass the filter. So choice decided to deny the claim saying there was not enough air flow. I hired a new technician to come and replace the heat strips, the technician said that there was plenty of airflow that was flowing across the heat strips. I then tried to call
Michael chambers so he could speak to the technician prior to replacing the heat strip, but all I got was a voice mail after trying to get a hold of him 4 diffrent times. The voice mail said he would return the call within 24 hours, but it was a week before I had contact with him. Two days later, with it being very cold out, I called the technician to replace the heater strips. I then finally got in touch with michael and he denied the claim right off, without contacting the technician that did the work for proof of the above information. I feel that because of the week it took to speak with michael the claim should be appealed after speaking with the technician that did the work, and understands the function of the system. The technician did clean the coil and said that it was just a small amount of dust on the evaporater coil, which is why the claim was originally denied. Please reconsider the appeal at this time. The technicians phone number is 813-417-1910 the claim numbers [protected]. Thank you!

Choice has denied many claims I've submitted. The heat in the aircon was not working, they sent a repairman out 24 hours later. My tenets have young kids and it was below freezing. The repairman came out and they denied the claim due to a "rusty" valves. A leak caused the rusty valve in the first place. This company is a disgrace! I would not recommend choice warranty to anyone!

I had a tech come to my house to repair my dryer. Not only did he take it completely apart, just to tell me the dryer needs a belt, he has yet to return! It's been 7 days and my dryer is still dismantled and no one at your organization seems to be unable to contact the repair man. Unprofessional, incompetent, deceptive! He has my deductible, yet he hasn't done anything! It's moments like this, I really hate my husband even purchased a home warranty with you guys. My first claim and it's been the worst experience ever! So much for setting a good first impression. Customer service reps were rude and dismissive. I'm seriously begging to think the investment wasn't worth the hassle. All I needed replaced was a belt and that had yet to be done. Praying that nothing major occurs, I'd be screwed!

I started a claim in October for a heating problem. The claims was promptly denied. I had to call and fight to get the claim processed. The incompetent company Choice sent out put a pump on my heating system with no pan--water ran all over my hardwood floor. I have been trying to get a response from Choice as to what they could do to help me. I have emailed and called Paula Monsalvo, our claim representative, who has stopped returning my calls. I escalated my complaint twice and still had to call back. I did finally reach a representative who offered me $100 to fix my floor. Here is the thing, if you read your contract, you will see that Choice has an absolute right to send whomever they choose to your home. And, if that repair person causes damage, then Choice is not liable. You will have to deal with the repair company yourself. If Choice wants to hold themselves harmless for damage cause by people of their choosing, then maybe you have a say as to who comes to do your repairs. What a complete and absolute waste of time this company is.

I asked for a quotation online by CHW. I filled out the request and gave both my email and phone numbers. I now get a minimum fof one email daily and numerous phone attacks daily from different phone numbers I have reported these phone numbers to Nomorobo and they have stopped any rings after the first one. This company is unprofessional and appears to be desperate for customers. Do NOT ask for a quotation from them. You will get harassed forever.

11/8/19 I submitted a claim for a leaking water heater to Choice Home Warranty. Claim # 7844793. Upon submitting my claim I was never told they wouldn't cover water heaters. They assigned a technician to come out and I had to pay a $45 service fee only for the technician and myself to be told they wouldn't honor the water heater. I called and they explained that a leaking water heater was not covered. I filed a complaint and never got anywhere. I would tell anyone not to use them.

Choice Home Warranty refused to repair my A/C and we settled with understanding we would do no more business and that i would not speak of CHW in the future and CHW would not re sign me as a customer. i have asked CHW to stop sending me emails and they conitnue at this time i feel they did not abide by our agreement and if further communications from CHW I will sue in a court of law, not only for the continued harassment but also for the failure to honor prevous contract.

I was told on the phone that any cancellation was free, no service fee, no cancellation fee, no admin fee, nothing. Now I see it's going to cost me to cancel and I haven't even used 1 day of service. Plus I was told that "everything" was covered, only to find out that what I need repaired on the washing machine and the freezer and the refrigerator isn't covered.. This company is a scam.

I submitted my first claim to Choice Home Warranty in mid-October because my dishwasher stopped working and issued a 9E code. After two weeks, they finally sent a service tecnician. Four visits later, on 12/9 he declared it fixed. I loaded it up and started it, and the 9E code came up again, and dishwasher did not run. Technician had not run a complete cycle, as the soap dispenser door was still locked closed. I reported this to the company next day, and they opened another claim, stating that there would be another $60 service call charge. I complained loudly about the second charge, and they did eliminate that. The service technician did not contact me, and did not return any calls I made to his company. Once again, I called the warranty company, and they assigned the claim to another serivce company, making an appointment for 1/3. No one showed up, and Choice Warranty made another appointment for 1/6. Again, no one showed up. I called the service company and left messages, but recieved no response. 1/8 I called Choice Warranty, they set up yet another appointment for 1/9. This time a service tech did show up and said that he had to order parts, that they should be in so he could fix the dishwasher early next week. Nothing from him by 1/20, called left message. No reply. on 1/22, I did actually get him on the phone at a job, and he said he would call me right back...that he had "nearly forgotten" about me. No callback. I called and left messages on 1/23 and 1/24, but never heard back, so I again called the Warranty company. They spoke with him and said he was waiting on parts, expecting them today, and would be out early next week to fix the dishwasher. I asked to speak to supervisor, was put on hold, then connection was broken. I called back, and had to go through the entire process again. The second person would not put me through to a supervisor, but insisted that I wait a few more days. 1/28 (now 4 months into this) still not contact from repairman . 1/30, I called him and he said that he expected delivery of parts (ordered 1/9) on Monday, 2/1, and would be out on Tuesday. Somehow I do not have faith in this promise. When I bought this policy, I was promised swift, efficient "Repair or Replace" service. If this is an example, I am canceling the balance of my policy and getting my money back. They asked me to recommend them to my friends. I don't think so!

Once they had my $2100.00, I became no more than a number. I have been taken. I paid upfront for 6 years of warranty thinking I was going to be taken care of should things go wrong in the new home I purchased. What a huge mistake! Choice warranty sales are good. The representatives make it sound like your home is cover from top to bottom. Each time a contractor arrives, they collect $60 from you, whether they can fix the problem or not. This was our experience. We ended up 'not covered' for the plumbing needed. Be sure to read what this company covers, because it is very little. When we did have a plumbing issue they claim to cover, we sat all day waiting for a technician to call on a friday. All plumbing in all sinks, tubs, and toilets were stopped. No apparent reason. Then it started to leak. To avoid damage, we had to shut off the water. 5 hours later, no word from choice warranty or their "many qualified" vendors. Now, my husband in a wheelchair and me knowing nothing about plumbing had to hire another vendor before the day ended and we were charged emergency prices.
The people at home choice were cocky, rude, and showed no concern. I spoke with melissa who told me that I might have to wait 24 hours to get a contractor out. The website states 6 hours. She also said they do not guarantee reimbursement if I hire my own out of desperation. I paid $2100 for a 6 year contract (2018-2024) thinking I was going to have help and coverage when I needed someone. Wrong I was. So, I canceled. Guess what was returned to me after all the fees and 'fast-talking'? $1058. Does the math seem right to you? It did not to me.
Run away from this company and their less than caring employees. I would give a -3 as a score if I could. I will be sure that everyone I talk to knows the truth about this company.

Deceptive. Coverage is "plumbing systems" but when you submit a cliam, they go into excrutiating questions and then do not cover the stoppage. Then I cancelled and they will hold your money for 30 days. Plus a cancellation charge. Plus your policy has a waiting period of one month (which I agree and understand), but with a claim only after 3 days, they take a full onth of their coverage fees. Sales guy said I would be "fully satisfied." I am not. Do not deal wirt these people.

I have emailed you guys multiple and everytime I called I get transfer or you are closed.
I am being bill for 5 months after I sold my home since august 2019.
Please stop billing me and cancel my policy as I requested my email multiple times.
My policy number [protected]. we sold out home august 30th, 2019. they made it hard to cancel their policy intentionally.

Choice Home Warranty has failed to provide comprehensive and adequate service. In December 2019 I called for a toilet repair and paid $60.00. The toilet was making a "hissing" partial flush sound and not completely flushing. The techinican replaced a value and flushing mechanism in the tank. The tank started to drip on the floor and it was not completely flushing. A service tech came out and looked in the tank and said "this is a new problem" and said he would call the company. I never heard from the Lincoln Plumbing after two business days and I called Choice. Choice said "it was a new problem" and said they would charge me $60.00 to repair it.
I explained the problem and the phone agent repeated the same information. I asked to speak to a supervisor, the agent put me on "hold" and came back several minutes later and repeated the same information. I asked to speak to a supervisor and the same process happened. When I asked her, if customers are not allowed to speak to supervisors and she supposedly transferred me but I was disconnected.
Horrible service, incompetent and rude! I called back to cancel my service and was told to call back closer to my bill date (clearly to postpone my decision hoping that I would forget by January 30).
I have had an outside plumber tell me that the leak was because a screw became dislodged (probably when the other value was installed). A screw cost less than $5.00 and they wanted to charge me an additional $60.00- this is taking advantage of the customer.

First floor furnace
On 12/6/19 I filed a claim that was rejected, as follows, the squirrel cage broke and I was denied service from the person below.
Dear Matthew Ludovici,

I would like to introduce myself as your Case Manager for Claim #[protected] with Choice Home Warranty.

First, I would like to thank you for a being a loyal Choice Home Warranty customer. We truly appreciate your business and are honored to have the opportunity to serve you.

I have received your request to review claim #[protected] and throughout the balance of this claim I will be your single point of contact to assist in bringing your claim to resolution. Please find my direct e-mail and contact information below. Please contact me at your earliest convenience so we may discuss your claim.

I understand the claim review process can be stressful, but look forward to helping.

Regards,

Kevin Niemcewicz
Case Manager | Choice Home Warranty
v: (800) 814-2534 ext 3674
e: kniemcewicz@choicehomewarranty.com

I then hired the same provider that CHW sent out to fix the problem. This is his comments and bill.
Just Cooling Air Conditioning and Heating LLC
We look forward to working with you!
Print Download
Estimate

Just Cooling Air Conditioning and Heating LLC
3755 Rogers Bridge Rd
Suite B
Duluth, GA 30097
Mobile Phone: 678-825-4328
georgia@justcooling14.com Estimate Number: E191226141
Estimate Date: 12/26/2019
Payment Terms: Due On Receipt
Estimate Amount: 350.00
Created By: Antonio Dorsey

Billing Address
Matthew Ludovici
77 Oak Grove Dr
Dallas, GA 30157
Office Phone: [protected]
[protected]@comcast.net Shipping Address
Matthew Ludovici
77 Oak Grove Dr
Dallas, GA 30157
Office Phone: [protected]
[protected]@comcast.net
Item # Item Name Quantity Unit Price Taxable Total
1311 Blower Wheel Or Squirrel Cage 1.00 350.00 350.00
Comments:
I came out and installed a blower wheel because the original blower wheel was damaged. The hub has given way due to normal wear and tear and caused for the fins to be damaged
Subtotal: $ 350.00
Estimate Amount $ 350.00
________________________________________
I've been a long time customer of CHW and I feel betrayed by them. Your provider stated due to normal wear and tear. Please advise
Matthew Ludovici
[protected]@comcast.net
[protected]

had a choice warranty-this co is very tricky-anything to get out of paying a claim-I would not recommend using them-called before to see if my garage problems covered-called manufacturer of remote they said it was either the remote or sensor on door-at the begining of my call to choice I mentioned the remote and sensors-and that I had a problem with the door opening and closing-never told me it wasn't covered-according to contract remotes and sensors are not covered.-because I ended the conversation saying I don't know what it is-they made an appt for me and where able to charge their $60 house call. Plus the contractor charged me $196 to fix the receiver-took 15 min. I have had this warranty just about a yr now-never had a claim before. Also had many problems making an appt-made one never called or showed up.I called them said they were about to call me could not make it-I waited all day at home. I made a new appt- than when I called choice back told them to cxl original contractor they supposedly cxled my newl appt with the original co & made a new one with a different co. Guess what they where both going to show up the same day & time. So I had to call them again to cxl the first co. This seems to be a problem with choice home warranty.

I have called in several times to discuss discrepancies on my account and I have every single time connected with someone rude and hostile AND they have been managers! Natasha with resolutions is a manager and does not effectively communicate with customers. Today, December 19, 2019 I called and she yelled and made me feel as though I am illiterate. I DO NOT appreciate this treatment especially trying to reconcile invalid notes from your company. She was completely horrible and does not represent your company well at ALL! I asked to speak to someone higher than her she transferred me to someone previously and left me on hold for 5 minutes. Then to get back on the call and state that the other person was not available and she could continue the call if I wanted her to. I was on the call for 37 minutes!

Called for a claim was informed glass top not covered by the warranty must be a mechanical issue for me to read the complete policy - informed him resolution department 12-18-19 8:30 am CST paid for 3and one-half years of policy 1050.00 dollars in full offered 67 dollars if canceled stated electric repair did not have done which I had canceled 2- ceiling fans replaced with cheapest Home Depot Product brand X compared to Hunter fans I had microwave oven original price 549.00 refunds 274.00 so because glass top range cannot get service will not replace if needed same quality or brand appliances