Choice Home Warranty
Reviews and Complaints

I filed a claim for my 1st floor central AC system. I was informed to get my own technician because they did not have one available. The outside temperatures were 95 to 100 degrees when the system failed. I called a reputable licensed HVAC company, y they accessed the problem and told me the furnace/ac fan in my first floor unit was bad and needed to be replaced, they removed the fan and I told them to perform the repair. We have a 3 month old infant and a senior citizen living in the home. I submitted the claim and was told it was denied because the unit was repaired. Several weeks later the outside condenser fan failed, I called their claims department and was told to include it with the original claim. All this company does is take your money. I’ve been a customer for over 5 years and have not had a claim in over a year and a half. The last time my HVAC had a problem they sent a repair person that falsely diagnosed the problem charged me $65.00. I did not believe him and asked him to leave my home. I called in a company that repaired the issue which was in the thermostat wiring’ not what their technician told me. I paid out of pocket and didn’t even try to get reimbursed. Every time I’ve called to cancel my contact they talked me into continuing. This company is a bogus company ripping consumers off.

You could not find a service tech after 4 days. Sop your phone person said find your own and send us a copy of paid invoice. ! day later you sent tech from smart pools. i had already ordered pump and yousmart pool person 1350 out of my pocket to fix it.Even if I had not gotten my own tech your tech should not be asking for money from me. He should set it up with you. I sent copy of paid invoice and now man in your claims department says you will pay nothing. You can check this with your recordings. You owe me some type of compensation. please call me at [protected] or email me at [protected]@hotmail.com Date 8-17-23 Time1:52pm

I have been trying to settle my claim since June.claim #[protected]

Policy #[protected]

Dryer

Had a tech come look at it he did not know how to open the machine. He was tugging and pulling and bending the lid to get access to it . Un believable. I should have taken a video of it . I have spent numerous go rounds and it’s the same story . I tried to leave a message Nicole Heard answer message status is that she is out of the office oh an emergency dated April 2020 and will be back on very strange. Is she the only claim person available? My machine is top of the line Electrolux from sears . Approx 6 years I am a single senior and the only one using it .

I find it hard to believe it can’t be repaired. And your offer is way below what it’s worth and the fact that you want to give me gift certificates from Lowes is despicable. Ian going oot please respond ASAP Dianne Rillera

I am writing to express my deep dissatisfaction with the service provided by Choice Warranty, specifically regarding a recent claim # [protected] I made for my air conditioning system. While my claim was approved, the experience I have had since then has been far from satisfactory.

Since my claim was approved (+1 week) and I am still without air conditioning in the scorching heat of summer. This prolonged wait for a service that I have been paying for is both uncomfortable and frustrating, particularly given the urgency of the situation.

Despite the claim being approved, the ordeal has continued for over one week, leaving my family without air conditioning during a critical time.

I have been in regular contact with the technical service team and Choice, who have informed me that they are awaiting the condenser. However, the persistent issue remains that no one seems to be able to provide me with a tracking number or any concrete details about the status and whereabouts of the equipment in question. This lack of transparency and communication is deeply concerning and raises serious doubts about the quality of service provided by Choice Warranty.

As a valued customer, I must emphasize that I am not only frustrated by the delay in resolving the issue but also by the apparent lack of effort to keep me informed about the progress of the repair. It is unacceptable to leave a customer in the dark regarding such a crucial aspect of their claim.

I kindly request the following actions be taken immediately:

Obtain Tracking Information: Please provide me with the tracking number for the equipment that is required to replace my air conditioning system. I deserve to know where my claim stands and how much longer I can expect to wait for the issue to be resolved.

Clarity on Delay: If there are unforeseen delays in acquiring the necessary equipment, I request a detailed explanation of the reasons behind the delay. Transparency in this matter is of the utmost importance to rebuild my confidence in Choice Warranty's commitment to customer satisfaction.

Immediate Action: I implore you to expedite the resolution of this issue without any further delay. My family's comfort and well-being are at stake, and I believe I have waited long enough for a solution.

Reevaluation of Customer Service: It is evident that the current customer service approach is falling short of expectations. I urge you to review and improve the customer service procedures to prevent similar incidents in the future.

I hope you understand the urgency of this matter and the impact it has had on my family. I have been a loyal customer of Choice Warranty, and I believe it is reasonable to expect a level of service that matches the commitments made in your warranty agreements.

I anticipate a prompt response that includes the tracking information, an explanation for the delay, and a concrete plan of action to resolve this matter without further delay. Your cooperation in this regard is critical in restoring my faith in Choice Warranty as a reliable service provider.

Thank you for your immediate attention to this matter.

Sincerely,

Carlos

I have been a customer of CHW for many years. Historically, their service has been average to good, but they have sometimes had trouble finding service technicians for work on a timely basis. So, they authorize the customer to get their own technician, have the repair done, and then submit the paid invoice for reimbursement. ~ All good so far.

Here's the problem: when all is said and done, getting the reimbursement is a song and a dance. The first problem is getting an approval of the technician's estimate for the repair, which CHW says they provide within 10 minutes, but have not, at least on my recent claim ...and then it's very hard getting the promised reimbursement.

I had two separate claims in March '23 and on both claims, CHW was unable to find a plumber for several days while in one case water was leaking into my basement and causing damage, and in the other we had no heat in winter ! I received authorization from CHW to find my own tech in both cases, and then did everything CHW wanted (because I am very familiar with their methods.) I got the work cost approval (after a long wait during which my plumber almost left) and then submitted the paid invoices a day or two after the work was done. CHW has different "portals" for different things, and wants everything submitted through these, but make it very hard to find the right ones. Once that was done, they do not send any acknowledgement that the documents have been received.

After waiting for the reimbursement for about 4 months, I called to speak with an account manager last Friday (Aug 11). Their phone lines are impossible to get through to, so I chose to receive a call back. An agent (Nicole) called me back after 4 hours and said the claim has not been paid because I had not submitted the invoices. She then directed me on how to make the submissions.

Following her explicit directions, I attempted to do so, but when I tried to submit the invoices, the website said "the claim is resolved" and would not accept the upload. (And that status is timestamped Aug 11,'23, and right AFTER my conversation with Nicole.) REALLY ? So why did she tell me to submit the invoices ?

I tried to call back, and they had closed for the weekend. I sent them an email and it went to "an unmonitored mailbox". I then messaged them through the portal, and there's no answer. REALLY !

Technician from Appliance Brothers came out to hone to see what was wrong with my washer and dryer on July 18,2023 the Technician stated that I needed both hoses replaced on my washer and the dryer needs a timer the Technician returned on July 25,2023 to fix both of the appliances and s if the appliances no working properly to call appliances Brothers and I had 30 days I notify appliance Brothers by phone and left a message also i texted him I quoted the technician texted back and stated no the the dryer is working properly please help in this matter I have been getting the runner from choice claim No one answered my calls and email by choice home warranty that my whirlpool washer is on recall I checked it myself it is not on recall if you can't fix it refund my money and I will get another appliances company to fix it thank you

I’ve been a customer with Choice for over 5 years. I am reaching out to you to give you feedback on my latest Claim ([protected]), and to hope that you can help in this matter.

Recently, one of my properties had a plumbing issue and your staff could not provide a plumber even though it was an emergency. Ten days and two tickets later, they gave me the go ahead to get my own plumber. I really didn’t want to go this route, because I would have to put the money out and hope to get it approved, but seeing it was an emergency, I did.

My plumber did everything correctly by clicking on the link the approval department did not get back to him at all. So, we waited to get it repaired. After three days of constant calls, the approval department (which I could not speak with) stated in the ticket they needed more information. Again, it was the same information, that my plumber provided. He did it again and your website stated it was uploaded. A day later and no one from Choice replied to him or followed up. I called choice again and they said they needed the same info. I argued and even got a manager involved and still they insisted I needed to upload more info. I did it twice more and called and they said they never got it. I am beyond frustrated at this point.

Given the severity of the issue, I gave the plumber the go ahead to repair the faulty pressure valve and paid out of my pocket. I continued to call Choice and managers to get reimbursed, but in the end, they used the policy against me stating they didn’t approve and now I am out $500. I do think this fair at all given the time I had to wait for an approval that I feel they were never going to approve in the first place despite the pressure valve being covered.

In closing, my contract is up for renewal in 2024 and given this latest experience, I find it hard to re-sign with Choice for another 3 years.

Sincerely yours,

Charles Carfagno

We are a plumbing co and we signed up with Choice Home warranty about a year ago and just a few months into business with them they were horrible at communicating, no one to call and everything is only online so we could not ever get help when at a customers home. They barely speak English when they call to throw a customer at you and give poor details. We canceled with them and they STILL call us and I am not joking about 5-6 times EVERY DAY! I call and email and complain and they still keep calling. I ask them every time when they call to stop calling and to take us off their list that we are NOT contracted with them anymore. At this point it is so disruptive to our company and I cannot stop them. Anyone know anything we can do? I have added a complaint to the phone directory but that night take awhile

My Refrigerator is leaking and I have ice standing in the bottom. Filed the claim. A very inexperienceed repair man came (used google search) and supposedly fixed it.. NO in two days it was leaking again. I have called them three times, a repair man was suppose to come on August 9t between 12 and 6 Never showed. Im afraid it will leak onto my floor and ruin the flooring

This is the second problem I had with them The first was my washer. After six weeks of trying to get it fix, i purchased a new one at my own expense.

The stress that these two incidents has and is causing me is terrible

I have signed up with Choice home warranty and their service has been very poor. My Air conditioner has gone faulty and they said inner coil to be replaced and later they said the outer coil need to be replaced and i need to pay nearly ~4500 USD.

I did ask for details, but they did not provide any details and when i spoke to them they apologies and open a new claim every time to fix the issue and hence 2.5 months have passed without any resolution.

I need a resolution for this and hope this board will help me with right guidance.

Thank you

The purpose of this complaint is to explain the issues I've experienced with CHW since November 2022. I filed a claim for both my washer and dryer in Nov 2022. The service tech came out in Dec 2022. He supposedlyly ordered parts for the dryer, he said the water has to be leaking to diagnose the washer and take pictures and call him back when I see water. I took the pictures, but was never able to get in contact with him about when he was returning to fix the dryer and show him the water leaking from the washer. I contacted CHW and they gave me his number and told me to call him. I told them this is their contractor and they should be reaching out to him and providing me with updates. I took the number and never an answer. I call CHW back and explain the situation a 2nd time. They put me on hold and said they talked to him and he had to order the parts and he'll contact me again. This took place from December 2022 until April 2023. I spoke with several people, case managers, and was lied to over and over. They finally decided to have me get another service tech or the money it cost to repair which I think was $444. I asked what about my service fee I paid and they would not return because he did come out. I complained about the amount of time it took to come to a resolution, all the calls, my having to spend money going to the laundromat because they decided to keep giving me the run around. I accepted the cost of the repair vs calling someone else out. It took almost 2 months to get the check and I was given the run around about that each time I called I was given a different story. We're now back to the washer becuse I'm still having issues and calling about that. They sent someone out and he spent a whole 2 minutes looking at it and said he don't see any leaks so he can't diagnose it. I've been dealing with this since 2022 as well. Same issue. They sent someone else out and said since I've been dealing with this for so long I don't have to pay the service fee. That turned out to be a lie by the case manager because I did have to pay before the tech left my house. He did take the time and took the washer apart and diagnosed it as not worth repairing. It would cost more to repair than it is worth. I called CHW and explained I wanted a refund and they said they would credit me for the next service call they could not give me a refund which is very unfair and I was lied to. I explained whose to say there will be another breakdown ...we went back and forth about that and needless to say they would not refund me the service fee. I was happy that this person did take the time to actually look at my washing machine and saw the issue I had been dealing with and constantly calling about since 2022. Here is the kick in the teeth. I get a good news from CHW, they gave me $343 for my washing machine, what on earth can I buy with that. Here is where your commercials need to state we don't replace if it can't be fixed, we'll give you some money towards it. That is exactly what happened to me. Very disappointing. I was offered more for the dryer that could be repaired than I got for the washer that could nt. If you add in the service call fee I'm getting even less. If you add in the trips to the laundromat because when using the washer water is leaking everywhere I'm in the hole. CHW blew me off on that. In between this there was an issue with my water heater that end up needing to be replaced. Please explain to me why I had to pay $700 for the repair. CHW explained what they covered and would not explain to me the cost of anything and what additional work was needed. They told me to contact the installers, the installers told me to contact CHW for the information. This was another losing battle and here I am again paying for the majority of the cost of the replacement water heater and no one could explain to me why. I took pictures there was no additional installation of pipes, etc...so I got stumped in the teeth again by CHW. There were so many phone calls and lies told to me from November 2022 to July 2023. I wanted to cancel my service with CHW during the washer and dryer fiasco, but was told if I do they would not pay me out. I asked even if my claims were filed prior to me cancelling and they said yes. So here I am paying for 2 more months of service with a company that has treated me like [censored]. I find out someone that i referred CHW to before I filed any claims and the same issue with them of sending bogus service techs to her home and not responding. How emberassing to find that out and to know I referred CHW. There was so many lies and run around and it would be interesting to see how many more consumers experienced these same issue. I've asked for the complaint department information and from customer service to the case managers none of hem would help me. I'm going to get to corporate one way or another and share my story with others. The commercials need to stop spreading such lies and speak the truth. I'm very upset about the offer for my washer, the $700 I paid for the water heater and service fee I was told would be waived since this was an ongoing issue. It is unfair and was not worth the stress. This did not give me a piece of mind when something broke down.

I had a leak in the main water line coming into my house, also the circulator attached to the water heater went out. I called and asked for a call back so I could file a claim and get the problems fixed. No one called me back, I had to have water in my house, so I got it fixed. Finally got a call back and they won't reimburse me for the fix because I didn't file a claim ahead of getting it fixed. Couldn't file a claim because they wouldn't call me back, well at least they got their money out of me!

We have had a claim for Air Conditioning repair under our current and valid warranty filed on June 28, 2023. As of August 4, 2023 our repeat requests by email for a manager to contact us has not been honored.

When you call them you are directed to leave an number for a call back that may or may not happen. Each time that we have been able to get someone they ask that we allow another 24 hours as all contractors are busy this season.

We simply want answers and our Air Condtioning repaired. Choice contracted with Ridgeland Group LLC out of Memphis who also does not answer the telephone but took our $75 required for the initial call. That is the only appointment they confirmed and actually made it to our home when scheduled. All other days and call are filled with excuses blaming Choice Home Warranty and Choice blaming Ridgeland.

We will file another complaint on Ridgeland as well. If you have recommendations, please let us know.

We went out to access a work order, informed them of the work that needed to be done and the cost to perform the work. The gentleman I spoke with on a Friday after 7PM EST said the repair was approved above the $100 they told the customer only for us to bill them and not be paid for the work nor the two trips to the customenr property. Called the customer for her to call Choice Home Warranty only for them to tell her they were processing the payment to our company. We have still not been paid and I have made over 50 calls. To add insult to injury they are still calling us to request our services for additional work.

I signed up with Choice Home Warranty (CHW) on 05/11/2023 and paid my initial fee to start the 30 day waiting period for the home to be covered. On 6/18/23, I called in a claim that my a/c was blowing air but not cooling the house during the heat of the day. At night it could but not during heat of the day (live in Texas). On the 20th, a technician came and stated I needed freon, added the freon and A/C worked fine. He said he wouldn't check for a leak because CHW would not pay for that unless he had to come out again.

On July 1st, started have same problem again. Another technician came and this tech refused to submit his diagnostics until CHW agreed to pay him for checking for a leak. So I took a 1/2 day off and he never did submit his diagnostics. He still hasn't as of this complaint.

Then I found out that the 1st claim was denied. After numerous attempts finally a case worker was assigned. Was told it was denied because it was considered "pre-existing condition". and that the leak couldn't have happened from date of 6/11 to 6/18 when I placed the claim nor could that much freon have leaked in that amount of time. At this time NO diagnostics were ever submitted, no one knew where the leak is, how it was caused, how big or small it is etc...)

I live in an older home, by myself. That is why I purchased the warranty. Anything can go out at any time and I wanted the financial security of what I thought a home service warranty is supposed to cover. I cannot help that I had the bad misfortune for my system to stop working 8 days after my coverage went into effect, June 11th. But I thought that is what the 30 day waiting period was for? So I can't wait til something breaks and then get coverage. I understand that. But it didn't break and wasn't broken until the coverage started after June 11th.

I submitted documentation to the company of annual full a/c system check done March 31, 2023. This seasonal check clearly states that "system was fully working" I replaced a blower as suggested by them. CHW dismissed this stating "they must have not done it right or they would have found the leak"

I submitted documentation that I was covered under another home warranty company from 5/12/2022 - 5/12/2023, that proves there was no lapse in coverage from my previous company and theirs. Which their website clearly states they will start coverage sooner (waive the 30 day waiting period) if I can provide that information. Which I didn't even know or realize until they denied me for preexisting conditions. And my documentation clearly meets that criteria.

Additionally, when speaking with claim specialist and the escalation department the reason for denial changed from "pre-existing" to "not due to normal wear and tear" based on whichever supporting documentation I referred to or questions that I asked. My a/c is 11 years old, the normal wear and tear of an a/c has been happening for the past 11 years, again I realize that. Anything can happen any time and day, which is why I purchase home warranty insurance.

Sadly, after I began having problems I found out this company has numerous complaints against them and suits filed against them by the attorney general in Arizona.

I have talked to 3 claim assistants since the 1st denial:

6/18 - Made 1st claim - 6/21 - A/C company added freon to unit. Did not attempt to check for a leak

7/1 - Made 2nd claim. 7/3 2nd A/C company came out but refused to submit what they found to CHW, said he wouldn't submit until they agreed to pay him.

On 7/7 Spoke with Marlene L, states claim was denied because of not due to normal wear and tear and it was a 'pre-existing condition" I told her I could provide records that the system had been properly maintained and I did.

7/10 - Spoke with Shakir Jones - said had the records but that didn't prove anything. Stated that if the company had performed the service correctly, they would have found a leak. Again, changes between "not normal wear and tear" or "pre-existing condition" depending on what documentation I referred to.I submitted documentation to the company of annual full a/c system check done March 31, 2023. This seasonal check clearly states that "system was fully working" I replaced a blower as suggested by them. CHW dismissed this stating "they must have not done it right or they would have found the leak"

I submitted documentation that I was covered under another home warranty company from 5/12/2022 - 5/12/2023, that proves there was no lapse in coverage from my previous company and theirs. Which their website clearly states they will start coverage sooner (waive the 30 day waiting period) if I can provide that information. Which I didn't even know or realize until they denied me for preexisting conditions. And my documentation clearly meets that criteria.

Additionally, when speaking with claim specialist and the escalation department the reason for denial changed from "pre-existing" to "not due to normal wear and tear" based on whichever supporting documentation I referred to or questions that I asked. My a/c is 11 years old, the normal wear and tear of an a/c has been happening for the past 11 years, again I realize that. Anything can happen any time and day, which is why I purchase home warranty insurance.

Sadly, after I began having problems I found out this company has numerous complaints against them and suits filed against them by the attorney general in Arizona.

I have talked to 3 claim assistants since the 1st denial:

6/18 - Made 1st claim - 6/21 - A/C company added freon to unit. Did not attempt to check for a leak

7/1 - Made 2nd claim. 7/3 2nd A/C company came out but refused to submit what they found to CHW, said he wouldn't submit until they agreed to pay him.

On 7/7 Spoke with Marlene L, states claim was denied because of not due to normal wear and tear and it was a 'pre-existing condition" I told her I could provide records that the system had been properly maintained and I did.

7/10 - Spoke with Shakir Jones - said had the records but that didn't prove anything. Stated that if the company had performed the service correctly, they would have found a leak. Again, changes between "not normal wear and tear" or "pre-existing condition" depending on what documentation I refer to.

SInce this time I have since had to repair the air conditioner myself with my own money.

Choice home warranty is not reliable its been over 2 weeks to resolve my issue. first we waited almost a week and the told we need to clean the coil .they would not cover that although we change the filters.so we paid for that then told we need refrigerant. they send this [censored] out . he was not told to fix issue by them so he left.then almost a week later they send another company out and again we were told they won't cove the coil because it in bad shape. I wanted to cancel on the prorated price ,I was told they will prorate but charge for previous calls.I have a voice recording from sales saying they will only pro rete not deduct for previous calls.

To get a refund from Choice Home Warranty, you need to

Contact the warranty company via registered mail and request a written verification of warranty cancellation.

Wait for a check from the home warranty company with the prorated premium refund, which may have a cancellation fee removed from it.

Submit the cancellation fee and wait for the refund amount. It can either be in check or direct deposit in your bank account.

Once you receive your refund and the process is done, file your cancellation receipt with your other important home warranty documents.

If you cancel your plan within 30 days, Choice will fully refund your purchase, but the company does charge a $50 cancellation fee to cover administrative costs. If you cancel your plan after the 30-day introductory period, you can still receive a prorated refund3.

Almost 2 weeks ago I called in for a service call on my AC unit first I was told it would be a free call and A&J demanded $45.00 cash only no check or credit card. We were told they would be out the next day "NO" I called your company and was told The claim was approved then over night was denied. I called in since we do our normal maintenance changing filters making sure drain is flushed and outside coil is clean. after talking to someone I agreed to have a company come in and clean coil and I sent in copy of bill. You then overturned the and agreed to take of other issue. I was told A&J would come out the next day, and they showed up and the tech said he was told to come out but had no work order to repair AC. I then spoke to a supervisor 7/26/23 he called A&J and was told the would call me later that day to set up an appointment. they never did.Yesterday I called your company and was told A&J cant be reached and they will be black listed and the repair will be re assigned. well no one called or e-mailed me to come out today as told by a rep. from your company. Today I get an E-mail a=saying they are lookin for a company. This is not acceptable. almost 2 weeks in the Miami heat. My wife is a Dr. and already took off 2 1/2 day for your people to come out.

If this is not taken care of NOW , I will go to court for Pain & Suffering. even if I lose you will need to send a rep to court, or a lawyer. As of now I am letting the world know how good your service is.