Choice Home Warranty
Reviews and Complaints

This company is a scam. They tell you coverage is comprehensive, but if you read the fine print, nothing is covered. I purchased the warranty specifically for my AC, and specifically asked if the age of the system mattered because my system was old. When it went out due to normal wear and tear, it wasn't covered because the system had rust on it. 2 separate AC contractors confirmed that the rust had no affect on the system going out, yet they still wouldn't cover it. Save your money, I wouldn't recommend Choice home warranty to anyone.

On 6/30/2019 I filed a claim with Choice Home Warranty to have either my A/C Unit repaired, if possible, or replaced. The unit is about 35 years old or older. I have done my best to keep the unit in working order long after it should've been retired. Any internal damage would be considered normal wear and tear due to the age, right? Yea, so I thought and so have many other warranty companies. They set up for a tech to come out on 7/3/2019 between the time of 7am - 11am. I had to take unpaid time off of a new job to wait for the tech to show up, because having a working A/C unit in AZ is a necessity. 11:30am came and no phone call from the tech or company and no one had shown up. Called the a/c company and was told the tech was running about an hour behind. I contacted CHW and asked them to get another tech out to my house as it is apparent this one was not coming. I know, they said they were running about an hour behind, but something in my head told me that was a lie. CHW wouldn't do anything to help. 1pm approached and still no one had shown up or called. Called the a/c company again, and this time no answer. I left a voicemail asking for a return call to let me know what was going on. No return call. Ever. I continued to contact CHW for assistance and kept asking them to get another tech out. They kept refusing and kept insisting the tech was coming to my house that very day. I waited and waited and waited and waited. I was being held hostage in my own home, not being allowed to go anywhere in case the tech decided to finally show up. Talked to CHW again after 5pm, asked again to get another tech out. They said they couldn't as it was too late in the day, yet I had been asking since about 5-6 hours before that for them to get another tech out. Beginning to think they only had one company on contract and only one tech working at that company. CHW said they would contact the a/c company again and asked what was going on and they would call me back. No one ever called back. 7pm came and I called the a/c company and it went to voicemail. They were already closed for the day. Called CHW and they were closed for the day. 9pm came and the tech finally called and asked if I wanted him to still come by. I told him that it didn't matter if I wanted him to or not, but I needed him to and expressed to him, also, that I took an unpaid day of work off that was supposed to only be a half day, at most, and I needed him to look at my A/C. He said he promised he would be by at 9am on 7/4/2019. I said ok and let him know that I needed him to be by in the morning. 7/4/2019 comes and 9 am happens and he doesn't show up. 9:30am comes and still no show and no call. Called him and he stammered as he told me he was 20 minutes out. He finally showed up and stayed less than half an hour. Stated that my A/C did in fact need to be replaced and he would highly recommend this to CHW. Stated that my condensation line looked a little clogged, so he said he cleaned it out. My A/C unit as it used to for about 2 hours, then back to running constantly and not cooling down my house. Friday afternoon CHW informed me that my claim was denied because the damage to my 35 year old unit wasn't due to normal wear and tear. Sad thing is, everything I have filed a claim with them on, seems to be damaged by something that is not normal wear and tear. They cover absolutely nothing. I filed an appeal and begged them to reconsider. They came back on Saturday with a decision late afternoon, mind you I had emailed my "Case Manager" twice and called once and never received a response. They said all they would do, and it was a gift, was send me a check in about 30 days for $550 towards the repair/replacement of my A/C Unit, claiming that my A/C unit would normally last up to 50 years if taken care of properly. Unfortunately, according to every HVAC company I have spoken to in AZ, I was lucky my A/C unit last 35 years, because that was about 15 years longer than it should have. If you check out their Yelp page, you will see all the complaints of people in situations just like mine. They don't cover anything at all. If you google it, you can also find, that they have been found to incentivize/pay consumers to leave positive reviews to boost their ratings. I don't have anything I can provide as far as photos or correspondence, because the correspondence was done in their website/portal. I can't provide you photos of the damage in my A/C unit, because it's inside the unit and no one provided me photos, but you are more than welcome to come take a look at it with a professional though. At your cost, of course.

My motor mount bracket broke on my air conditioning unit. When it broke apparently the squirrel cage hit the housing and is out of round/balance. Choice denied the replacement of the squirrel cage. As I understand it Choice is saying this is normal wear and tear. How is that possible. Are you telling me that all your advertising is false. I hope that you can resolve this situation quickly. I am contacting any complaint division that will listen to me.
I can believe that you advertise like you do and then turn around and do this!
In the mean time my house is approaching an internal temperature of 95 degrees and is threatening life and safety!

Ken Guglielmo
14048 E. Hay Bale Trail
Vail, Az
85641
Claim #[protected]

We installed a new unit for the agreed price of $2450. After the work was done, Choice sent a check to the homeowner for $412.00. We called and they said unfortunately your customer opted for choosing their own contractor (us) so that is all we are paying. Then they said, you have to collect the balance from the owner and then we will reimburse them? Make sense? Me thinks not. The customer said, we have no money to give you, we're sorry you were lied to by Choice. They need to be put out of business, they screw their own customers too.

I purchased a home warranty contract from choice home warranty on or about 6/15/2018 with a "free look" period. I rejected the initial contract (in writing and according to their stated procedures) because it contained a $500/year limit of claim payments. I was contacted by mr. Melvin allen and offered a new contract with no limit, and a second free look period. I accepted this contract after confirming that it did not contain any limit of claim payments.

On 6/6/19, I contacted choice regarding a claim where water was spewing from the pool filter tank lid. They allowed me to use the reimbursement option so I could call someone local and have it repaired immediately. The technician called choice from my home and explained that the water was leaking from the filter tank lid. The choice rep. Was using screen prompts for his questions and did not understand the pool filtration system components. The choice rep. Misrepresented what the technician said and entered a diagnosis that the "filter casing is cracked," which allowed choice to determine the repair to be excluded from the contract. The filter casing is a separate component from the tank lid. The filter is held together by its casing and sits inside the tank which is closed so that water can circulate through it.. The water was spewing from the lid when the tank was closed, and the filter cartridge was not evaluated because the cause was due to the lid. The technician advised the equipment was in fair working order, and the damage was due to weather and normal wear and tear. We immediately called choice back and began an appeal of the denial, with the technician giving additional information to clarify the matter. I then faxed, mailed and emailed the owners manual for the pentair filtration system with pictures of the tank with the lid open and closed, and the filter cartridge inside. I also included a picture of water spewing from the tank with the lid closed. (attached) I demanded mediation/arbitration according to the contract terms repeatedly.

After 2 weeks of telephone tag and games from the choice rep. Douglas latham, we finally spoke on 6/19/2019, at which time he reviewed the notes and confirmed that the diagnosis entered by the choice rep. Was not consistent with the notes and misrepresented the component damaged. He confirmed that the tank filtration system was a covered item, but claimed my contract had a $500 limit so they would not pay in full. I argued that my contract did not have a limit, and shortly after, forwarded the email from melvin allen with the contract I accepted containing no limit on claims payments. I attempted to return calls for several more days, and finally spoke to a laneisha on 6/24/19 who stated that mr. Latham was only offering me $500 to pacify me, because I was being so difficult and refused to accept that the repair was not covered. I explained that this was not the conversation I had w/mr. Latham, and that this is a dishonest and fraudulent manner of doing business. She then offered to refund the entire premium and terminate the relationship, (without making payment of this claim of $890.02). I told her I would consider this offer when I saw it in writing, and she stated it would be sent to me and confirmed my email address.

Choice has failed to respond or send me payment of the claim, refund or any documents, yet they continue to send me daily marketing and referral emails. The conduct rises to the level of a fraud and the company reps. Should be reported for participation in a crime to defraud homeowners like myself. I have excellent documentation of this matter.

We provided services for chw for pumping out a septic tank in april 3, 2019. This was our very first job with chw and will be the last! We told chw what our prices were to service and also put them on the vendor application as well. Chw then assigns us a work order and we responded to the call and had to reschedule as chw did not tell us that the lid was not exposed. We then received another work order and responded again and pumped out the septic and was told by chw to not collect money from homeowner. We then billed chw for our services and entered the invoice in their system that is not user friendly. I waited 30 days for payment as the terms in the contract state payment 30-45 days and the customer service agent said chw didn't have our invoice to resubmit it so I did again for the second time. I just called today as I was hung up on from two different csr from chw that were extremely rude. We have not received our payment for services as of today 6-26-19 and will never do another job for this company! Contractors beware they do not pay and change their terms and conditions for their benefit! This needs to stop asap because there will be no contractors that will want to help chw!

They're liars, they will completely falsify reasons to deny your claim. When you present them with evidence that they are lying, they will just repeat their lie and then cut off contact. Beware. Any expensive claim will be denied regardless of the circumstances. You'd be better off going to a reputable company or just putting what you planned to put into a premium into savings to pay for future repairs. The way the scam works is you pay the premium, then you pay a deductible to get a technician onsite each time whether they decide to cover the repair or not. They might cover a small repair where you already basically paid for it with the deductible, but any claim over a certain threshold will be universally denied. Look at Yelp or the Better Business Bureau for real reviews (1 star) They brag about their consumer affairs score, but they are Consumer Affairs "accredited". Which means they pay Consumer Affairs a subscription fee to help manage their reputation. Look for an unbiased source.

I called in for an air conditioner not turning on. They sent out a tech a couple days later to look at it. I paid the deductible and he advised us that the compressor had failed noting the age of the unit and submitted the claim and diagnosis to CHW. CHW denied the claim citing owner maintenance as the catch all, subjective loophole to avoid paying the claim. We called the tech that looked at the unit and asked if he submitted that diagnosis. He said he did not and sent the following statement by email:

Choice home warranty issued a work order to look at your air conditioner on June 18, 2019. (Redacted) arrived and diagnose the problem as a failed compressor. The cause of the failure is unknown. (Redacted) submitted a diagnosis with cost to choice home warranty for compressor replacement. Diagnosis was denied.

I appealed the rejected claim and was assigned a case manager. I supplied the technician's statement and was was still denied. Initially, the rep claimed that the technician told them that it was a user maintence issue until I shared that I knew that was not true and I have evidence that her statement was false. The story then changed to "we have pictures from the tech that we based the determination on.". When I demanded the pictures or any evidence supporting their determination, the rep told me that I am not allowed to see those, they are for internal use only. As I continued to press for a reasonable explanation, the rep hung up on me. She also did not return or acknowledge any of the 3 emails I sent her. She called my wife once to tell her it was denied, but did not call me directly until the day after I called, left a message, and called the main number demanding an explanation.

Since then I've had another company can me out and look at it, and they agree that this was not a maintenance issue. I filed a BBB complaint and consumer affairs complaint. I keep being told that someone will reach out to me. It's been 3 days. Nobody is reaching out

I has spoken with Eric in your sales department on May 24. I currently have American Home Shield. There were questions that I asked prior to accepting the contract. One was I wanted the policy to start on July 1st. Second was I asked if we could receive a bill instead of doing automatic bill pay. I was told yes that was no problem. Them my account got charged for June 24 in error. I was told to call Eric anytime I had problems. He immediately transferred me to someone else who then transferred me to someone else. All I kept hearing was "We are Number 1". I was then told that there was no way they could bill it all had to be set up as automatic bill pay. My Mom actually pays this and she has to base the payment on her finances. We have been with American Home Shield for over 12 years and have never been late. I understand policy. I would have even worked around that. I just would like for an apology from Eric in sales and not to be made like I was just a commission for him. I am getting the money back that was taken in error. I just feel like because your company is "Number 1" you don't care about the little people. I feel bad that I have talked to numerous people that have American Home Shield and telling them switch.

The company doesnt really cover you for big ticket items. I have had other warranties and their replacement guarantee actually carries some value.

All choice does is look for excuses to reject the claim. I filed two claims and both were denied. The last one was for AC unit which was working great for last 2 summers (since I bought the house). It failed after 6 months of my contract with Choice. They rejected the claim saying its not "normal wear and tear". I saw many complaints like these. Wish I had seen them earlier.

Please refrain from using their services. They wont cover you !

Have (3) plans and all three have had claims that technicians and staff treated as a nothing matter.

1. 2times for same reason a second technician had to be disbursed to fix the issue (garbage disposer) that should've been done correctly the first time. Then another claim (air condition), whereby our technician of choice was talked badly about to us and about 4-5 different people contacting us that includes a case manager.

2. At other policy location dryer issue, although the technician was rude and disrespectful this particular case manager resolved this satisfactory.

3. Third policy technician didn't show, rescheduled still didn't show and said was in traffic for some 3 hours later then rescheduled for a different technician who was scheduled into the next week and came and the issue (plumbing clogged) still is unresolved even telling our senior parent to go get a declogger and a bunch of other unscceptable complaints that pipes are old, etc

I ask all of you who has posted complaints - to come together and file a class/group legal complaint against Choice.. If interested you can contact by email:
[protected]@yahoo.com

I purchased a three year policy with Choice Home Warranty on April 2018.
My Air Condition system stopped working on June 17, 2019. I contacted Choice Home Warranty and after no air for 6 days, a technician finally came out and determined that the unit could not be repaired and I would need a new system. Choice refused to do anything citing exclusions. I asked for a refund and they refused. If there is ever a class action suit, please include me.

I purchased a three year contract with choice one yearago. I submitted a claim for my air conditioner on 5/18/19. It took three weeks before a technition showed up and another week for choice to deny my claim to replace the compressor in one of my units. They came up with some lame excuse to say that the compressor hadn"t been properly ventilated which caused a 13 year old compressor to go out. Please do not purchase this warranty. This is a fradulant company that is only intented to rip people off...

June 18, 2019. Our A/C unit failed and we requested service through Choice Home Warranty (CHW). The service technician diagnosed the problem and submitted that information to CHW for approval to complete the repair. CHW denied the claim based on a very specific exclusion in the contract. The part, thermal expansion valve, is a critical component to the A/C. Without it, the unit will not function at all. I truly believe that due to the fact that this component that is needed is very expensive to replace, CHW specifically identified it as a non-covered repair so that they could avoid covering it when and if a claim is submitted. We will be paying the vendor for this repair because we need to have the A/C operational again. The question is why have a home warranty policy if when you really need the assistance, it is not available. This rejection of a claim for service is not the first. It seems that CHW will only cover those repairs/replacements that are the least expensive. I would very much like CHW to cover the cost for completing the repairs.

You sent me a plumber that did not speak one damn word of english. I'm in america I speak english not russian like the service man. He could not fix my back up (used a tiny little hand snake) and I was charged $65.00 for. I was told my on of your rude managers that it was perfectly fine to send a service person that did not speak english and they were not refunding my $65.00.
They are suppose to send $200.00 for me to get my own plumber and after it didn't come for two weeks I call to find out it take a whopping 30 days to receive! So I have to wait for 30 days to get a plumber to and live with a backed up toilet for 30 days.
Great customer serv ie choice or not so choice if truth was known.

I was denied of a claim which is 100% valid. This is not a first time. Every time I have an issue your company finds a reason delay the process as much as they can and then deny it. Your case manager doesn't even have the time to answer the phone call. Why not have an inspection done to see what all appliances are being insured and whether it will be worthwhile for you run and feed your ppl? The ac technician you sent clearly states that my ac is just regular wear and tear and you do not want to accept it. What will you accept? Like the last ac if I replace it myself and do not bother calling you after paying my premium I am sure you will call me your best customer. I can pay my repairs myself why do I need to buy a silly plan from you and fight with your company? I have already reaching our legal assistance as I don't mind paying for it and I know that your company is making false promises and wrong advertising.

Policy #: [protected]
Claim #: [protected]
My stainless steel tub in my LG washing machine has a 2" crack in it. It is a cover component under the plan. I called for warranty repair, a shady technician was sent to my house was there 5 minutes and told me that the unit needs replaced and said the Warranty won't cover it. I said why not, he said they just won't. I called CHW and was told I needed to wait until the tech sends in his diagnosis before they could determine the claim, later that day I received a denial letter stating the tech said that the Unit had nothing wrong with it and was functioning fine regardless that is was leaking water badly. So I filed an appeal. I had a case manager assigned to my appeal initials of TM. She never once contacted me and never answered any of my 4 voicemails I left. After repeated calls to other departments I finally was told at the beginning of this week that the tech would recalled to my house to re-examine my unit and give further diagnoses. I waited all week the tech never called, and never came to my house to look at the machine as I was told he would be doing. Yesterday I received an email from CHW stating they are denying my claim because my unit is rusted out according to the tech and rust isn't covered under the policy. My question is how did the tech arrive at that decision? His first diagnosis was everything was A-OK, and the second diagnosis was entirely different and he never came as he was supposed to but yet they use that assertion as their denial of the claim. Let's be totally clear here, the tub is made of stainless steel, stainless steel is incapable of rust thus is why it is called stainless steel. Yet rust cause the stainless steel to fail? So of course I flipped my unit over after I heard this to see if the unit had rust inside and here is my photo, do you see any rust? This is just a company that wants our money but they don't actually want to pay our claims that aren't considered cheap. Their business practices are flawed and they are dishonest in their handling of claims. Thousands of customers complain of the same treatment by CHW. I am out $880 to replace an appliance that is covered under a plan I paid for. Shame one Choice Home Warranty for taking my money yet not providing the service I paid for! Next step lawsuit!

My claim number is [protected]; my policy number is [protected]: I am very frustrated in that from June 10 to June 13, 2019, almost 4 days, I have been calling and leaving messages for your case manager Salahudeen Norman, 800-814-2534, extension 2337 and he has not returned or contacted me by email. Also I have talked to Choice Home Warranty customer service several times and they have been of no help to me. This is very poor service and not in accordance with my agreement with Choice Home Warranty.

Please look into the above quickly and respond to me or call me by June 14, 2019; phone [protected]; email [protected]@verizon.net.

Eugene O. Palazzo

The first tech cam and was here 5 minutes and said I need a compressor for my Kenmore fridge. So I ordered one and then he said he quit working for CHW. They reassigned twice and neither of them showed up to the house for the appt. hey are offering me a reimbursement option. This company is a scam and shouldn't be in business. My time and money is worth more than this.

This company has never covered a single thing that went wrong in our brand new house. On the first day we moved in, the garbage disposal didn't work. They wouldn't cover it. A few months later our Air Conditioner stopped cooling. They wouldn't cover it. The contract we were given states they are available 24/7. That is a lie, they most certainly are not. You might as well throw your money directly into the trash, as you would get the same result. Thoroughly dissatisfied.