Choice Home Warranty
Reviews and Complaints

Got Choice Home Warranty a few months ago. They claim to cover all. I contacted them as I had a broken stove, they assigned a repair person, he never showed or called. When following up with many calls and e mails, they never responded, nor did anyone come to fix stove. I stopped monthly payment as a result, now they are trying to keep payments up with no service. Prior to this service I had Homeserve who were great but not (supposedly) offering the same services. Never use Choice as I find this company dishonest, just taking money and not offering any service. The site Consumer Affairs falsely reports their rating. The BBB of NJ tells a different story.

I have made 2 legitimate claims to this company that have been denied for ridiculous and illegitimate reasons. After you file a claim, they have someone "diagnose" the problem for $60 and then they search for reasons to reject the claim, no matter how silly or dishonest it may be. If you are considering this company BEWARE. If you cancel, they charge fees and deduct any payouts they made. Their claim denials contradict the information given to them by their "diagnostic" technician and they will lie to you without any remorse.

Stay away from this company. A judgement was recently brought against them by the Attorney General of NJ for unethical behavior. My AC quit cooling this summer (June 2015). Choice sent out a tech on a Friday who said the compressor went out. On Tuesday, he calls me to tell me that the claim was denied. I called Choice to find out why they denied the claim. They said they didn't deny the claim - the tech hadn't sent the report in yet - which was a total lie (it's an electronic submission through an iPad app which was done at my house). If he hadn't turned in the report, how could he know the claim was denied? Long story short, Choice left me without AC for a week (in the Texas summer) - keeping with their story about the tech not sending in the report. They finally told me my claim was denied (didn't see that one coming) stating a compressor can only fail for a few reasons - improper maintenance, lightening strike, power surge, etc.. None of those are covered under their policy. In other words, your compressor goes out, they always have a way to get out of fixing it. The technician told me he wrote on the report that compressors are electric components and can fail at anytime for many reasons and it wasn't caused by improper maintenance. He wanted my AC fixed and wrote the report as best he could to get it approved. As I mentioned, they have a judgement against them per the Attorney General's office. I submitted a dispute with them and the BBB of NJ. Choice finally agreed to refund the cost of my warranty ($400 is cheaper than $2000) but when I called to get my refund, they sent me papers I had to sign and get notarized stating I won't say anything negative about their company and if contacted by any 3rd parties (BBB, NJ OAG), I have to say the dispute was handled satisfactorily. So, they screw me out of a promised repair, and I have to be quiet? I refused their refund. Beware, this is a very unscrupulous company using scare tactics (notarized agreements) to silence people they've screwed over.

Submitted a claim for plumbing and was told to call for additional information. After speaking with a representative was told my claim was denied due to an exclusion marked in section blah, blah, blah. Even though the piping is connected to the home, it's not covered under the plan because I mentioned the meter in my description. Make sure to read all print in the contract including all exclusions. Also, be careful on how you describe problem when submitting claim. Any reference to anything in the "exclusions" will immediately be denied. They will find a way to deny your claim.

I recently moved into my home and felt that a home warranty would be a good idea... Buyer beware with this company... the list of coverage with the total package was outstanding at first glance... however, The blower motor went out on my heater. They dispatch a technician that said he didn't even have his paperwork completed to work with this company and felt uncomfortable about working with them because of that fact... Once he reviewed the situation and saw what needed to be done, we then called Choice Home Warranty back for approval. They denied the claim and proceeded to tell us that the service wasn't covered. After having read several reviews it seems that that is how this company operates. The policy I purchased with them isn't worth the paper it is printed on. My advice... stay away from this company.

They are no different than any other home warranty company. You call, get assigned a technician and this is where is goes down hill... The company assigned to you is busy, it takes a couple of days for an appt, your appliance always needs a part that they dont have, so it has to be ordered. By the time it all ends you are approaching 2 weeks before you have a working appliance. I currently have an open claim, it has been 8 days and my dryer is still not fixed. My original technician decided they wanted to cut ties with Choice so I still dont have a replacement company to fix my dryer. Choice says they have 2 days to find me a tech. Meanwhile I dont have a working dryer.

Just moved into a new condo on 11/20/2015, warranty came with the condo. First time I went to use the washer, it wouldn't start. Have been working with a tech on repairs. Customer Service refuses to address my concerns and questions about next steps if the washer is not fixed. Russ - who said he was the Claims Manager - rude and spoke to me as if I were a child too! Awful awful awful customer service. Was also told a part had been overnighted to the tech for the repair - that was a lie.

Do not use this company! Save yourselff the headache! Worst customer service ever. They are quick to take your money but when you cancel a policy it takes an act of good to get a refund. I have been waiting for over 4 months and still have not received a refund. Bounced around from customer service "manager" to "manager". Was told I was causing the last manager anxiety because I was complaining about not receiving my refund. They will not let you escalate anything to a higher manager. They are the worst company I have dealt with in a very long time> bets advice stay away from this scam of a company!

I bought the policy in August 2015, and until today (November 18, 2015), had never received a copy of the policy I purchased. I had to ask them to email me a copy of my policy. When I bought the policy, I added pool/spa equipment coverage, which I paid extra for. Yesterday, I discovered we had a circuit board burn up on my main pump motor to my pool, and the pool pumps were not working. I placed a service call to Choice to repair the damaged pool pump motor. They sent out a technician who told me up front that Choice is very picky about what they will cover. Sure enough, they denied the coverage based on the exclusions written in my policy. After looking at the LENGTHY list of exclusions for pool/spa equipment, I called the company that built my pool, read them the list of exclusions for pool/spa equipment, and asked them what WOULD be covered on my pool based on these exclusions. They told me that there is NOTHING on my system that would be covered on my policy. NOTHING! Choice Home Warranty IS A RIP OFF! I have filed 3 claims with them since I took out the policy in August. They have DENIED 2 OF THE CLAIMS! One for a leak in my AC evaporator coil, the technician they sent out told me that it could not be repaired, and the evaporator coil needed to be replaced. Choice told me that they would not cover it because the leak MIGHT have occurred before my policy was in place. KEEP THIS IN MIND, there is a 30 day waiting period for filing a claim once the policy has been written, and we are in Texas, where it is 100 degrees + in August. We called in the claim as soon as the AC quit cooling. THERE IS NO WAY WE WENT WITHOUT AC FOR 30+ DAYS! I had American Home Shield for 15+ years, and I thought they were bad, but in the 15+ years I was with them, I NEVER had 2 claims denied. Choice has denied 2 claims IN THE FIRST 3 MONTHS I HAVE HAD THE POLICY. STAY AWAY FROM CHOICE HOME WARRANTY! YOU ARE BETTER OFF FLUSHING YOUR MONEY DOWN THE TOILET!

On October 6, 2015 my heater broke and they sent out a tech and said it was gas valve, when we got the gas valve a new tech said that not the problem. Choice Home Warranty don't cover valves. After several times to get the heater working they said its the main board but it will take about a week to get and I asked them to put a priority on it they said no, unless I pay for overnite delivery. It is now November 3rd and they could care less. My heater is not working and I am an older person and don't like using space heaters to keep warm. Everytime you call the try to wear you down on the phone with repeated requests name, address, phone number, email. I would NEVER recommend them and I am so sorry for ever using them.

I purchased a home warranty through Choice Home Warranty in September. It had a 30 day waiting period for service to begin. Actual coverage began on or around October 7th, 2015. Last week I went to wash clothes and my washing machine would not fill. I called Choice Home Warranty and they sent a technician out yesterday. I was informed today that my claim was denied due to a pre-existing condition. I asked how this was pre-existing since one day it worked and the next day it did not work. I was told that the timing of my claim so soon after coverage began showed them it was an ongoing issue. I have never had any issues with my washing machine to this point, and again I stated to them that it worked fine one day and then did not the next day. All of my appliances are 4 to 5 years old so anything that goes wrong will be considered pre - existing using their logic. Things start to wear out as soon as you purchase them. My engine on my car is under warranty and covered components are covered under warranty as long as there is no sign of abuse. This washing machine is pristine, other than the motor that has failed. I purchased my home warranty in good faith that anything that went wrong with covered items would be covered. I am now out the money that I paid for the last 2 months as well as the $45 service call. If you look at their website, the negative feedback has been taken off as cannot be validated. They took my money, but when the time came to deliver on their end, they made up an excuse not to cover the covered expense. Be very careful if you decide to use this company. Looking at this message board, I am one of many that this has happened to. Policy number was [protected] and claim number was [protected]. All we wanted was for our claim to be honored as we honored our payment agreement to you each month.

Let’s take a few minutes to hear from a real customer of Choice. We have a contract with Choice and we pay a monthly fee. On September 14, 2015 our covered washing machine began to malfunction. I contacted Choice via the posted toll free number. They stated that Sears would schedule an appointed to ascertain what was needed. It would be either a repair or a sort of replacement. I contacted the Sears number provided and was told that the first available appointment will be more than two weeks away. It would schedule from 8am to 5pm. So we would have to miss work for the entire day waiting for them. And the cost at that time would be $45. On that day, the service person arrived at 8:10am and within fifteen minutes knew what the problem and what it would take to repair. He then, according to their policy, contacted Choice. At that time the Choice computer was down. Choice did not get the information and I was not privy to that conversation. I was told that there would be a Choice follow up call either later the same day or the next. When no call came in I contacted Choice. Remember that each time you call Choice you have to go thru the entire nonsense of push this number, type in your claim number and then wait. Over the next week I contacted Choice daily requesting that they contact the service person go get the information so we could proceed with either the repairer replacement. I also called Sears and the third party they use. Each call was to request that either Choice reach out to the serviceperson who had the required information of parts or for Sears to have the service person call Choice. This never happened and it was decided by Choice to have another service person respond. Two week later I was able to get another 8am to 5pm appointment. The same service person responded. He stated no one for Choice or Sears every contacted him. He thought that when he gave the information to Choice, weeks earlier, someone would have recorded with the idea to update the service call when the computers were back working. He called Choice and was give the ok to do the repairs. He ordered the parts. He advised that the first available appointment was two weeks away. Another 8am to 5pm wait. This would be the third missed day of work and another two weeks of carrying the wash to a laundromat. So we continue to wait and pay the monthly required fee. On the two previous Sears appointments I received five calls each time the day before. On this third appointment, no calls the day before. At 12:12, I decided to call Sears to get an update on the status of the service person who was to fix the washer. They advised that that person when home sick at 10:30. No one gave us a call to state that fact and strangely there were no calls the day before as a reminder of the appointment. I asked to immediately schedule another appointment and they gave me one, two week away. So now I have the responsibility to miss the fourth day of work and two more trips to the laundromat. When I called Choice they gave me the usual we are sorry. Bottom line, we have a contract with Choice. We pay the monthly fee. We paid the $45 service fee. And now it will be two months at least before any repairs have been made. I turn to the court of public opinion for what hour next step should be. Based on the phone conversations and reality of what has been done, both Choice and Sears could not care less about their customers.

Today date is October 20, 2015. I have Choice Home Warranty and they have denied my AC Compressor repair. It malfunctioned on October 14, 2015 and I called the 15th. The sent out a ac tech and they replaced a dual capacitor and discovered that my disconnect box was also not working. They saw that my ac unit was getting a little dirty and asked if I wanted a acid wash to get it clean. We said yes being a proactive family. We have a scheduled maintenance cleaning of our ac unit 2 times a year in the spring for the ac and the fall for heating. We were informed that CHW covered the dual capacitor but not the disconnect. I said ok we will pay for the disconnect and lets just get ac fixed. The ac tech replaced the dual capacitor but did not have a disconnect so they said they would bypassed the disconnect so our ac could work and left, 30 minutes passed and it was not cooling. So I called the tech and they said wait 2 hours and I did. After 2 hours our house was hotter than before so they scheduled someone to come out the next morning. I called CHW and they said they had to wait till the tech did another diagnosis. Friday morning came and a different tech showed up and stated it was a compressor malfunction. That we know is covered. Called the insurance and they refuse the claim blaming that our disconnect caused our compressor to fail. Since they did not cover our disconnect they would not cover the compressor. So the argument began. We asked for a review of their decision. We had to get a second opinion. We did and our new tech stated that the compressor malfunction for an unknown cause because it was dead he could not pinpoint the problem but because it malfunction that it blew out our disconnect. Our tech spoke to CHW tech people and still they denied now due to lack of maintenance on our part. I want to report them to the BBB and anyone willing to listen. They are not a trustworthy company that prey on women, and disable vets. Beware out there. But God loves the meek and this is not over.

Choice home warranty is a complete scam.. Please, please do not sign up with this company or else you will regret it, I promise you. Ive had 3 different companies over the pat 10 years and this company is a complete waste. Morally and ethically deceptive. I had a dryer break down > called to file a claim> technician came out > said it was wear and tear > would file it accordingly and wait for approval > my cliam was denied > after talking to many different claims rep > I was basically told being a new customer and early on my contract > they could not afford to pay for it > thus they stated it was pre-existing > however my dryer was perfectly fine and in working condition before this with no issues > I did not have any required inspections > not sure how and why they can determine it was pre-existing besides the fact they did not want to pay for it. Do your research and stay away from this company. They recently had to settle with nj division of consumer affairs for deceptive services. This company is out to get your money and not help you. Stay away or be ready for a nightmare when you need to use them.

My wife and I are currently researching home warranties for a house we are buying. Choice appeared to be the most highly rated but now I think they post those reviews themselves...they failed at the very first phone call.

A rep called after I filled out info online. I explained that we see as many bad reviews as good ones so we want to be very thorough. He said "absolutely...a lot of people think the plan should even cover cat scratches." I explained that I realize it's a service contract and not insurance but a lot of the reviews show that the contractors are unprofessional, don't show up, etc, and that I would like to know who their a/c contractors are before I sign up. That way I can also research THEM.

I guess the rep didn't want to provide that info because I heard silence, then was transferred to somebody's voicemail! I hung up, then whomever that guy was called me back. I just told him that the bad reviews were just confirmed and that we'll try another company.

They did not say and then decided to tell us they have a waiting period and they choose what is a pre existing condition or not. We bought home and air compressor went out sent out a service rep to see what it needed he confirmed and they decided not to cover it as a preexisting condition how are we supposed to know when something will break and i should have confidence that it will be covered and its not.
I cancelled the plan

I entered into a home warranty coverage plan with Choice Home Warranty on 08/19/2015. At the time that I entered into the coverage plan, I was told by Adam Green that the plan would go into affect in 15 days due to having an existing plan. At that time my current plan with American Residential Warranty was in effect. I was not told that I needed to cancel the policy immediately. In fact I was told to leave it in place until the new contract went into effect with Choice Home Warranty.

I called on 09/17 to submit a claim on an A/C unit that failed and was told that my contract was not in affect until 09/19/2015. I explained the above and was told that I would need to provide proof of coverage under the American Residential Warranty plan at the time that I signed up for the Choice Home Warranty plan. I had purposely not paid the American Residential Warranty plan for August due to the new Choice Home Warranty plan. American Residential Warranty would not send me a copy of my contract until I made August which I did in order to obtain proof of coverage at the time I signed up for Choice Home Warranty.

When I sent the proof of coverage in I was then denied coverage with Choice Home Warranty due to not terminating my contract with American Residential Warranty at the time of the A/C failure. This is a complete double standard. They required me have existing coverage then denied due not having cancelled my coverage prior to the failure of our A/C. When I called back a fourth time that supervisor told me that all I needed was proof that the contract was in place at the time that I signed with Choice Home Warranty. Then I was told that I needed to show a bank statement showing payment for August. When I stated that I could do that I was told it wouldn't matter due to the failure being previous condition. Even though the equipment failed on 09/16 and the policy should have gone into effect on 09/14. This company is nothing but a bunch of crooks practicing the bait and switch routine at every opportunity.

Choice Home Warranty takes your money yearly but denies almost everything. Don't use the. Also service is very slow. Just save your yearly payment to them for anything you need serviced. You will be much better off. I will not renew when the policy expires but I will call them for every little thing I can find wrong and see if I can get any coverage! HaHa!

Never Pay for Covered
Home Repairs Again

repair company came in looked at problem, charged $45 and never returned, called repair company 6 hours later stated choice warranty would not pay for parts and asked if I would pay another $150 to do repairs, I declined and repaired it myself for $70 so total cost of loss was warranty plan repair deposit, parts and my labor