Choice Home Warranty
Reviews and Complaints

Often Choice Home Warranty does not have a contractor to assign to your claim. You must find your own contractor. Upon his arrival, you will have to contact the warranty company to get pre-authorization. Be prepared for a long wait (long enough that you'll be invited to leave your phone number and wait for a call-back). In the meantime, the contractor can't begin his work...he has to wait for however long it takes. In one case, I was referred to a web-link which was not functional. This is a difficult "wait period" because the contractor does not have "time to wait". He's got jobs behind yours that he has to get off to. Before Choice can provide authorization, the contractor has to be ready to quote them precise costs (labor, parts, etc and provide a diagnosis). Often, it's the contractor's home office that figures all this up, so the contractor isn't prepared to make such a quote or firm diagnosis. Once you get past all the red tape, you're out all the costs up-front and must wait for reimbursement. I've been waiting for more than 60 days and still don't have reimbursement. In the meantime, the cost sits on my credit card. I recommend you forgo this exhaustive process and just set funds aside in your saving's so they'll be there when you need them. I wish I had done that. It would have been cheaper and less aggravating.

Choice warranty servicemam came out over three weeks ago to check on my electric cooktop. They only wanted to give me $213 for a $1400, with installation for my GE Profile Cooktop. So I declined. I have called over 15 times, I called my claims handler over 10 times. I emailed her three times. No response.
They do not want to replace or repair my cooktop.
This is a very bad company and has extremely poor customer service. They lie.

My policy expires at the end of this month. 2 months ago they started calling to renew my policy. I asked to be removed from their call list and that I would call them if/when I decided to renew.

In 2 months, I have asked to be removed 3 times and have received 15 calls! I have probably received other calls, but not all phone numbers are listed on Google as CHW.

OMG, stop harassing me!

This is the fourth claim we have submitted with CHW. We have never received any policies to refer to, but our salesman told us that EVERYTHING was covered. We had policies on three properties for years before we submitted our first claim. That was four claims ago and we have had to fight thru denials and undervaluing in every claim. The ballast in the kitchen light has now gone out and, of course, it's not covered. I thought that getting a policy would make owning rentals simpler... Wrong!

Save your money. What we spent in premiums to CHW would have covered all our claims and covered a nice, relaxing weekend to boot.

On Thursday the 6th of September I came home to a hot house. I have had no prior issues with my until before. I put in a claim and they sent someone out who told my the compressor went out. They are now telling me it is not covered because this happens over time and it must have been preexisting. The reason I purchased this policy was to keep myself protected from things like this. They will not respond to emails or phone calls and I want what they promised me and that was to take care of things like this

moved into home in Arlington TX in February 2017. in June of 2017 A/C quit working. 1st contractor replaced several items including fan on condenser. Not fixed. 2nd guy added refrigerant. not fixed .100 degrees, no ac from June till August. 3rd guy found 1st guy put on wrong fan, causing high pressure and ac cutting off. A/C quit in July 2018. Contractor said compressor failed caused by loss of lubrication from leak. Choice said it was not covered because of leak and loss of lubricant. Duh. If leak was not fixed last year and compressor cycled for nearly 3 months that is what caused the failure this year. They offered to refund a portion of my warranty I paid for if I signed a non-disparagement agreement. They wouldn't refund all my money because they wanted me to deduct the money paid for the incompetent work done last year that led directly to the compressor failure this year. I've found so many complaints about them I want to warn everyone to avoid them and pass the word that they are not to be used or trusted

Choice Home Warranty covers my property for plumbing issues. An available contractor could not be located to service my complaint within a satisfactory turn-around time frame. They give clients the option of finding their own contractor and going through a pre-approval process which I did. Claim# [protected]. They obligate themselves to refunding the cost of the claim (minus the $45.00 service call fee) within a 30-day window. The 30 days have come/gone with no reimbursement check. My drama must play out across the customer base, because they have a ready script for my dilemma. They say a reimbursement check went out via mail 8/21/18, but I firmly believe no check was ever cut or went out. They are trying to ply me for another $30.00 to cancel this supposed check (not my obligation). The only other recourse is to wait a full 90 days (stall tactic) and call back and try to get a check cut. In the mean time, this charge sits on my credit card accruing interest charges. They need to meet their obligation and get another check out to me. To ask me to be out reimbursement funds for a full 90 days is not reasonable.

I have called them several times regarding my dishwasher. First of all their customer service needs a lot of help. They are rude and don't listen. They only listen when they collect your money. I have been with them several years. You ask me why? when you are a single woman and don't know anyone and don't always have a handy man to fix what ever it is that is broken, you deal with it, but I am tired of the way they treat you. Also they sent out to my house a supposedly man with experience to fix my dishwasher. He was a drunk, didn't have a license and he said with them you don't have to be. Also I referred my friend to choice when I first signed up with them. He called because I referred him. He [aid all upfront. Well needless to say, he would call for someone to come out to his house and no one came or called him. I called Choice and they just kept putting me off. I said that they need to refund him all the money and they refused. What kind of business is this? I myself is trying them again and I will wait and see what happens.

Still waiting on hot water to be fixed back and forth communication between technician and warranty company.they are rude and uncaring, won't provide number to corporate office, hangs up on consumer, this is a rip-off company that should be closed down.please don't do business with this company, I pray that someone high up shuts this place down! Total rip-off company!

The compressor or something like that is out on the air conditioner and the air conditioner needs to be replaced. Three different independent technicians/contractions have looked at the air conditioner. Two that CHW sent out and one that I paid for my self. After the first technician came out and charge me $185.00 for fees and services and I had some one else to come out because I still had the same problems. Burt's Air Condition's and Plumbing stated that the air conditioner need to be replaced. When they told me the price I contacted CHW again. CHW sent out another technician from American Home Shield. This technician stated that the air condition need to be replaced. I was listening when he told the person on the phone and I was also listen when he asked for authorization to replace the air condition. (This never happen).
I also know that Burt's Air Condition and Plumbing didn't receive a response to their request to replace the air condition. It seems that it's false advertisement if you have to get authorization before you get the work done to get refunded. I have a gaping hole in my ceiling that can't be fixed until the air condition is fixed. I have water running down my wall, there is a possibility of mole. All because CHW don't want to honor their contract.

August 3, 2018, I called Choice Home Warranty to report the garage door opener was malfunctioning. The technician assigned a person to fix it and set the appointment for Sunday. The technician could not be reached by phone so I could reschedule so I called Choice Home Warranty back and she tried for 25 minutes to reach him but no luck. He did not show up. I called back a few days later and the service person said they could not find a technician and I could choose the option to find a technician. I call Montgomery Garage Door Service on 8-7-18. The Technician spoke with CHW authorization department at [protected] and received authorization from Sal at the price of $570.00. The authorization #[protected]. As of today's date they have refused to pay what they initially authorized and said only $255.00 will be refunded because it is overly inflated. This should have been stated to the technician prior to the authorization being given and I could have contacted a different technician.
They could not find a reputable technician for cheap labor and now I'm out of $315.00 I requested to speak with a manager however the 3 attempts I kept getting cut off and the phone hanging up on their end. I need a positive resolution to this bait and switch process which I have been led into.

My AC unit stopped working on Aug 9th and i contacted Choice Warranty. The tech came out early morning on Aug 10th and took pictures and submitted to Choice Warranty who then decided that they need additional pictures, however they leave the status on their computer as 'awaiting pictures. Those were submitted on Aug 15th and we confirmed this with the Choice Warranty company handling the claim. The company dragged their feet on everything and we called everyday only to be told the same thing over and over and that is that they need additional pictures. They do not update the status of the claim. They confirmed that the compressor needs to be replaced and recommend that we upgrade our system with a new one at our expense. They offered us $700 which is a fraction of the cost to buy a new compressor and we requested that they honor their contract to repair or replace the unit. They have now rejected the claim. It's now day 12 in the middle of Summer with temperature in the 90s and our router and a computer have been damaged due to extreme heat in the house. To date, they still have not fixed, repair, nor replace our unit and we are getting sick from this heat. This is a Rip-off company that claims to give you peace of mind (thinking you have coverage) however when the time comes for you to be able to use the service they give you heartburns, stress and health related problems. HORRIBLE ...

I feel this email is going to fall on deaf ears but I have to shout from the roof tops my extreme DISGUST and DISSATISFACTION towards your company right now. We filed a claim with you guys on 7/29 for a water leak issue- thought it was maybe hot water heater related but knew it was coming from the wall not the actual unit itself— pretty serious of an issue right? I mean this is not a microwave that doesn't work or a dishwasher- we are talking LEAKING WATER in a WALL in NORTH CAROLINA humidity…sounds somewhat of an urgent matter. So you dispatch your first plumber who can't come until August 1st- already a few days of a known issue at that point. He comes out and assesses the situation and we pay our $65 and wait for the next appointment- which ends up being an ENTIRE week later- August 8th— so now we are sitting at 10 days of a known water leak issue. They cut into the wall- "fix" the situation and tell us to put a fan on the wet spots- which we do. 2 days later we turn the fans off and lo and behold there is WATER STILL LEAKING! We reach back out to you guys on our closed claim stating woah- issue isn't fixed we are still leaking water out of an open hole cut into our garage wall (which by the way who is fixing that?)- you guys state you'll look into it further. So the original plumbing company comes back out 8/13 and says yep still a leak but can't really tell from where you need a leak finder or i need to start cutting into random places in your wall to find it- he leaves and we hear nothing else that day. Now we are notified a 2nd plumbing place is coming out 8/14 and to pay our $65 fee- um excuse me what? Why is a 2nd company company and why am i paying the $65 again? I call and your rep says there is no fee but we need a 2nd opinion since the first place can't find the leak- ok great— 2nd place comes 8/14- nice guys- and yep no fee collected- they cut a hole into our bathroom wall this time confident they can find the leak- nope, can't find the leak- and they leave? HUH? Then 8/15 I get notification a THIRD place is coming out on 8/17 between the hours of 3p-8p and to pay our $65 fee— So we are at not one, not two, but THREE companies….and FIVE appointments at my home- I mean i'm not sure what hours you work, but being home for FIVE appointments is an extreme burden and annoyance with working full time. But yet i've been here for EVERY single appointment…and guess what…it's 8/17 and I was here from 3p-8p and your THIRD dispatched plumbing company didn't show up. They actually said our work order was cancelled? CANCELLED? Cancelled by whom? Cancelled for why? Cancelled because water is still leaking out of my wall……!? My husband called Choice this evening and talked to a representative named Sal and guess what? First of all, my husband gets hung up on, second of all, Sal tells us when we called back that there is not a SINGLE manager in that office— really? you're telling me a call center is operating without a single person of authority? Doubt it- so is Sal a liar for your company? Is that what you stand for? Hire? Promote? AGAIN we are talking about a water leak…..water spots now forming in miscellaneous places because this has been going on since our claim started JULY 29th! And what's the outcome- absolutely freaking nothing- nothing but frustration, nothing but wasted water, and money on water bills, nothing but continuing damage, nothing but hours missed from work, nothing but money lost at work, nothing but flat out serious PISSED OFF-ness. I can't even believe I have to sit here NINETEEN days after an obvious leak and still be trying to figure out what in the world to do because your company has been useless- your providers incompetent- your service level sub par and a flat out waste of time and money.

What do I want from this? I want my water bill reimbursed, I want my $65 fee refunded from even starting this process, and I want my FREAKING LEAK AND WALLS FIXED IMMEDIATELY! And after that I want my policy cancelled and a full refund- not a pro-rated refund- a flat out full, see ya later, lose my name and number type of break up relationship refund. I get you're in the business to make money not lose it- you hope people don't have claims- HOWEVER, the fact that I have a serious issue that is water related and that NINETEEEN days later i'm having to send this type of email is appalling. I will be filling out something with the Better Business Bureau, the CFPB, and blasting you on any site I can because you've done nothing but cause me severe stress, missed time from work, lost money, and damage to my home.

What is your SOLUTION!?

I have had a Choice Warranty plan for seven years, and twice when I needed them the most, they failed me miserably! The first time was three years ago when my sump pump failed, and water started pouring into my finished basement! I called Choice Warranty and was told appointments were filled up that day, and couldn't get out til the following day, ignoring the fact that I was dealing with an emergency! I therefore had to contact a plumber on my own. It ended costing over $3000 to replace the pump and back-up, plus having to pay another company to clean up the water damage! Shame on me for not canceling the warranty plan then! The second time was about three weeks ago my water heater started leaking. I called Choice Warranty and they couldn't get anyone out for four days. Of course even though the water heater was "covered, " they don't cover a leaking water heater...a complete sham! I was out another $1550 for a new water heater! I am an 81 year old widow on a fixed income! They happily took my money every month, but left me in the lurch when I needed them! Nancy Pabody

I purchased a 3 year Total Plan from Choice Home Warranty when I purchased my home in October 2016. In June 2017 the air conditioner stopped cooling. I called Choice Home Warranty, they arranged for a service technician of their choice to examine the unit. Upon his arrival, the technician had no uniform, no state license posted on his truck, and his only tools were a set of gauges and a tank of freon. He had no other tools or ability to determine why it was low on freon or where a leak might be.
The air conditioner worked during the Spring of 2018, in May it again quit cooling. I called Choice Home Warranty, they could not provide a technician for 5 days. They authorized me to obtain a service on my own and to be reimbursed for repairs. I have a service connected disability making breathing difficult in extreme heat, so I opted for the reimbursement program.
The technician determined that the air conditioning unit was not repairable due to extensive damage from a leak. With much difficulty over 2 days he was finally able to submit his findings, which were subsequently denied by Choice Home Warranty. I received an email justifying their decision:

1.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
2.Become inoperative due to normal wear and tear; and
3.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.

Having breathing issues present, I had the unit replaced, while I attempted to resolve the issue with Choice Home Warranty. Trying to reach the appeals person [Ashley Madison]was very difficult game of phone tag, however when accomplished, her decision was that the best she could do was obligate Choice Home Warranty to a settlement of $150.00 on a $4000.00 repair, with no indication of how she justified that figure.

This is a company that consumers should avoid like the plague as their only skill is to say no, and should you be successful in getting someone there to accept some responsibility, they do not possess the ability to inform consumers on how or where they obtained the figure.

UPDATE: after posting this article on a website they offered to buy me out of my warranty at a depreciated value hoping I will go away.

6 weeks ago. our air conditioner failed. After several weeks, choice finally got a technician from one of the best AC/Heating companies in our area, (we were told by one company that Choice contacted, that they did not work with Choice after being scheduled to come for a week} Kalins to come check it out. . It was determined by their technician that the unit was not working properly and needed replaced. By not working properly, that means the temperature in the house would not go below 82degrees. After Kalins submitted their report, and another two weeks, back and forth with your company, you decided you would not honor the warranty. We have reported your company to the state's attorney here in South Dakota. My husband is a disabled vet and trusted in your company's offer to insure our household appliances. You have not failed to take a payment from his account for at least 12 months but you have failed to honor your repair or replace policy.

I have had Choice Home Warranty coverage for about a year before I needed to use it. I opted for the optional coverage of my salt water pool, because when something on it breaks it is very expensive. I made sure to ask the salesman, very explicitly, to make sure my salt cell, and all the other parts of my salt water pool would be covered under Choice Home Warranty with the pool coverage. He assured me that it was all covered. I asked again to make sure that when my salt cell stopped working, they would cover it. He again told me that it would. Fast forward a year. The salt cell goes out and I put in my claim. They write back and tell me that they don't cover salt water pools. WHAT? I appealed this decision and they said they couldn't and wouldn't cover the salt cell on my pool, but they would schedule a service technician to come out and see what was wrong. It was a problem with the salt cell and sensor. Choice told me they would not cover it. I again called, this time, to cancel the coverage. See, the whole point of the Home Warranty is to cover the cost when things break, and they didn't hold up to what their salesman told me on the phone. I talked to Jasmine from Choice Home Warranty. She was not helpful at all. She told me that it didn't matter if the salesman from their company LIED to me on the phone, or that I had them recorded, stating that they would cover a salt water cell replacement. She would not honor their word-of-mouth contract and fix my pool. I then told her I wanted to cancel the policy because they are liars and won't stand behind what their salesman verbally tell people on the phone when they sign up. I had the contact in front of me and it clearly stated that the contract was for $1, 642.50, and then listed all my covered* items (though they apparently refuse to actually cover anything when it breaks). It also listed the optional coverage that I had, including the pool coverage, but it does not state that there is additional financial cost. This, to me, appears that they have rolled the cost of the additional coverages into the price they clearly list as the contract price, since it is listed in column format with the coverage price at the top, followed by all the coverages. Jasmine tells me that I will get refunded $862.42. I told her, "NO", you owe me $1, 123.18. My contract price was $1642.50 for 42 months of coverage. That is $39.11/month. I had the contract in place for 12 months, so I should be refunded $1, 173.18 minus a $50 cancellation fee. She told me that the optional coverages were about $19/month, so my calculations were wrong. I told her that the contract showed that my price was $1, 642.50, and it didn't show any additional charges beyond that, but it did list my optional coverages under it. She told me, too bad, this is the amount that we will refund. I asked for her supervisor, and she told me that there was no one higher than her to transfer me to. I told her that I would be letting everyone I could how terribly they treat customers at Choice Home Warranty and how unhelpful and not courteous she had been. She didn't care, told me I would get my check in the mail soon and goodbye. Choice Home Warranty is a rip-off. Don't use them. Ever. I have audio recordings of both the salesman telling me that I was covered, and Jasmine telling me that they wouldn't cover it. I am considering legal action against them for false advertising, breach of contract (the verbal one from the salesman).

I called to receive service and an air conditioning unit that was running continually and not blowing any cold air. LNJ service was sent out and they tested it as having not enough free. I paid an additional $245 to have the test run because it was not covered in the service contract. The vendor set an appointment to follow up on August 13. On August 3, I was experiencing the same problem and started calling to get air conditioning due to temperature and health concerns that I have with heat. Your representative could not reach them on Saturday, August 4, and sent them an email. I ask if I could call since I didn't have their phone number and the service agreement from the Freon test. I did reach someone and they said they would call me back in half an hour since they were on the phone with Choice for another call. After one and a half hours of waiting, I tried the vendors number again and it went to voicemail that the mailbox was full. And then we called choice and someone then did get a hold of him and advised me that they will be coming between 3 and 8 PM on August 4. I was never advised of anything by the vendor and attempt dish and showed up about 11am. The same technician arrived and said the Freon level was fine, he thought maybe there was air in the line and he check that, and he said there was a problem with the coil and would need an OK from choices in order to repair them. I asked if I would hear from him again and he said no he had other calls to make. The air was running on a very low level but it was starting to cool things down for about for five hours. When I went out and came home nothing was working everything was running and the house was very warm. When I tried to call back this morning, Joyce advised me that they left a message about my situation. I cannot get a hold of the vendor, Choice has not called me back, and The temperature is almost 90° in my house. When I called the main number about claims I was also advised that there was no one else I could talk to that could make a determination and get some when out to my house today. I would appreciate a response or telephone call at [protected] .

I've had a claim in for almost a month regarding my AC unit. I don't have to tell you the issues because you can open the claim and review the notes and how many times I've called and the lack of follow through. The notes will show that I was assigned a vendor that was fired without me being notified; he's behavior toward myself and other customers was unethical, your team not following up with update, me having to be reassigned another vendor who went days without returning HCW calls, the part being sent to the vendor without clarifying the address and the part having to be returned, me being told that the part would be overnight 1 day shipping which was a lie, I was told a manager would follow up with me which haven't happened, the promise that my part would be here today and now they are telling me that it won't be here until next Monday August 6, 2018.

What's not in your notes is that this has cost me over $2, 000 because I have a tenant in the property that hasn't had AC for a month which is costing me daily. This process has been stressful is impacting me emotionally, mentally, and financially.

I've been very patient and haven't been overwhelmingly calling or emailing but the conversation with your rep today really confirmed that this isn't being taken seriously. In moving forward I will begin emailing, updating every level of management, and making sure my concerns are heard through every avenue possible.