Choice Home Warranty
Reviews and Complaints

I recently placed a claim with HSA due to a leak coming from the drain area in the tub. The technician was sent to my home and he showed every step of his diagnosis. He showed me what was leaking and walked me through the repair step by step. He collected the $75 “trade call fee” and gave me a receipt and explanation of the work needed in writing. He then left and said he would submit his report to HSA and they send him back to make the repair. He said it would be covered because I had waste and drain coverage.
The next day someone from HSA contacted and said that some of the costs associated with the repair would not be covered and they needed me to agree to pay that before they could send the technician back to complete the work. When I asked for more details I was told that they only cover the part that is mechanically failing and I would have to cover the rest. They said that that I would need to pay for the overflow pipe and that parts and labor would be $200. In addition they said that I needed to pay another $279 dollars for parts and labor for 4 additional feet of new pipe that needed to be upgraded to PVC. When I asked what they were going to cover they said they would cover the part that is mechanically failing at a cost $130. When I asked what part was mechanically failing they said the tub waste overflow.
I tried to explain that a tub waste overflow includes the overflow pipe and all other parts needed to make this repair they just kept saying saying that the pipes weren’t failing so the pipes weren't covered. Obviously no one answering their phones knows anything at all about even basing plumbing. I even tried to get someone to look it up on the internet. Seriously if you type “tub waste overflow” into a search engine you can clearly see what it includes.
Then I asked about the additional 4 feet of new pipe that needed to be upgraded to PVC. They said their technician said it needed to be done in order to complete the repair. I told them that all of the pipes were already PVC. Then I was told that they have to go with what their technician tells them. I went through the repair step by step with the technician and he never showed or told me about any pipe that needed to be upgraded. In addition his written receipt and description do not mention this 4 feet of new pipe. Only a tub waste overflow.
I even took photos of the all the pipes in question and the receipt and description from the technician. When I asked for an email address so that I could send them the info for them to look over they refused to even give me an email address. After talking to multiple representatives and supposed supervisors I turned to the BBB hoping for some time of mediation and common sense.
I filed my complaint with the BBB stating that I “simply want HSA to have the leak repaired. If they will not cover the full cost I would like an itemized, detailed, explanation showing what parts and labor they are covering and their cost, along with what parts and labor I am being asked to cover and their cost.” The response I received from them is as follows:

“The HSA contract covers only the primary failure, which is the waste and overflow component part. In order to replace this, the existing piping is not compatible for the proper repairs to be done and needs to be replaced.  As the existing piping is not failing, this replacement piping is not covered per the terms and conditions on the contract.
Homeowner--$200 for parts and labor for the overflow pipe, $295 for parts and labor of approximately 4 feet of new piping that needs to be upgraded to PVC piping.
HSA-$130 for a flat rate for these repairs.”

They still included work that is unnecessary and over priced and still refuse to explain exactly what they claim to be covering instead referring to it as a flat rate. I rejected their offer but it in a spirit of compromise born from a desire to have the repair complete I agreed to accept a check for the $130 and handle the repairs myself. In response to my effort to work things out:

“The homeowner should have paid the $75.00 deductible to the vendor at the time of diagnosis.  The $130 is before the deductible, so the reimbursement amount is $55.”

 HSA promptly refused to pay full $130 instead saying they would subtract the $75 service trade call fee I had paid from their part of the bill and only give me $55.
I have also rejected the $55 and I am insisting on at minimum the full $130. This is in spite of the fact I still feel they should cover the entire repair, but it least it would cover the parts that are actually needed. I am still trying to resolve this issue as write this review and the outcome is yet to be known.
In short DO NOT purchase a warranty from HSA and if you are offered one by a seller just ask for the $500 in cash or request it be purchased from another company.

My HVAC unit went out --it was 15 years old. Choice Home Refused to pay because of "rust & corrosion" ------what else would you expect from a15 year old unit sitting outside! I reviewed the contract. Nothing was stated under the category of heating & air relative to rust/corrosion being an exclusion. But ---in the back pages are paragraphs and paragraphs full of exclusions about every thing imaginable. I doubt they ever pay a claim! Now we have been without heat for the five coldest days of the year. I used to use First American. They never reneged on a single claim. Here's a warning to all you Choice Home Warranty customers--you are throwing your money away!

I began my contact with them 2/7/14 which will be ending soon. The first time I called them was a issue with my washing machine. They couldnt find anyone to contact out and told me to find someone and they would pay me I had to pay the service man 45. which was in my contact. Had to wait a long time for monies back. I blew that off thinking ok that is the way they do it. Then Middle of December 2014 I had plumbing problems. I called them they had no one to come to home to service again asking me to call my plumber. I called they came out and fixed it and I gave them a check paying the whole thing. When I sent the bill in they said that is too much money we cant give you the full amount because that is NOT what OUR plumber would of charged! I told them they could not find a plumber and told me to get one. They said we are sorry we could only give you 1/2 of what you paid! I then got in the mail a renewal from them asking me to renew. NO WAY NO HOW never again! As of today Jan 5th I have not got that check back from them. This company has ripped me off ..bad company to do business with.

I purchased this warranty when I bought my house 2-2014. I have called for 2 furnace repairs since moving 3-2014. The first time it took them 3 days to find someone to come out, but it wasn't that cold, so I didn't panic. The most recent time was 12-28-2014 and the weather was much worse. I called on the 28th and filed a claim and it is now 1-4-2015 and they have not found a provider yet. I was without ANY heat until yesterday when a friend was able to make the repair. Choice has not called, e mailed or responded in any way. It was 50 degrees in my house and their lack of response is beyond appalling. I have contacted the BBB and found out that this company has a "F" rating with them. When I was calling around for repairs I also found out that many providers won't work with Choice because of their bad reviews. Be aware, any advice will be appreciated! I am out lots of money...

This is by far the worst company I have ever dealt with! They do not pay their vendors/technicians even though they authorize us to do the work. The owners, victor hakim and victor mandalawi are both crooks! Do not work for them! Their bbb rating is an f, and that's too high of a grade. When they do not want to pay their vendors/techs they remove us from their system then hold our payments for 365 days. We, techs, pay for everything up front, and when it comes time to pay they short us, do not pay us or better yet remove us from their system. This company is awful, corrupt and crooked. Their principal owner victor hakim had a previous home warranty company and he robbed his vendors the same way, then closed shop and ran off like a crook. They are being sued in nj, az and probably other states as well. Vendors be ware, do not work for them they are crooks!

I wish I would read about this company before buying coverage for my home appliances . This company is absolutely a fraudulent company that at the time of selling you coverage they mislead you intentionally. verbally that they will pay for all the cost of repairs on major home appliances and specially A/C units, even will pay for freon etc... and after you buy and pay them then they will send
you policy which basically they are not liable for any cost of repair because they have this EXCLUSSION version in the policy that states they are not paying for almost all the components of the any appliances ! so makes u wonder then WHAT IS COVRRED !?
for example a refrigerators leak, ice maker problem, lights, hinges, doors, etc... is not covered . lately my a/c unit stopped working, was bad compressor they sent a tech. it was a bad compressor, paid 45 dollars, I was lucky that the compressor was under warranty so we received the part and thinking they will pay for the labor and material ... DREAM ON! they are a bunch of
scams that are trained how to find excuses for denying of a claim, which in my case they said just because the compressor
was under warranty with manufacture they are not paying NOTHING . People, , , be aware this company . there is a ton of
complaint against them . we all should file a lawsuit against them because they are rubbing our money. I had to pay for the entire cost of labor and material for installing new compressor while having insurance coverage for my unit !

Bought a 3 year warranty for my house and my house for college kids. Kids AC went out and called for service. They assigned the service call to three different companies and they all said "We don't do business with Choice anymore. They won't pay us" Called customer service upset because the AC had been out for 3 days at this time. They told me to fix it and they would reimburse me. Did that before on a plumbing issue and they denied my claim because the receipt did not say certain words. I don't think they will ever pay a claim.

Now I'm trying to get an 18 month old washing machine fixed and Choice is telling me the part is discontinued and they will give me $250.00 to replace the washing machine that I am still paying for with Lowe's.

Beginning to think this company is a scam.

I am working overseas so I bought the home warranty plan to cover our appliances so my wife would have to worry about these things. My a/c stopped cooling the service rep at CHW told her they would not send any out because ran but cooling. So we had some come and check the system they said it was on it last leg and did some minor repairs. A few weeks later it stopped completely so my wife called CHW. They sent their contractor out he determined the compressor and out door fan was bad. The tech told my wife it would better to replace the equipment than repair, one the unit was 14 years and two the expense would be throwing good money away for temporary fix and no promise when they could get the parts(it was about 90 degrees with high humidity and my wife has some health issue). Being former A/C contractor I agreed. He said we would get buy out from CHW of 1500 to 2000 dollars. So we agreed and the equipment was installed the next day.Keep in mind I am on the other side of the continent and my wife (who is 68) is trying to handle this because we had a warranty on our unit. We paid for the installation on good faith that we would get a portion of our money back from CHW.
Shortly after my wife checks with CHW and through several calls we are told they only pay for the fan motor $145.00 because that cause the compressor to go out. Kind of like a insurance company not paying when you total your car because your tire blew but they will pay for tire. Now, we actually had a new system installed for $4300.00 but we were and are not asking for the full amount just what was to covered. This was told to CHW as well but after more calls and more BS they shifted the blame to their contractor by saying they did not follow procedures and basic they were not going to pay but $145.00. The contractor really tried to work with us they gave him same BS because he had use d the same procedures before. But he said CHW was one the worst companies out there but that does not help me.
I would like to join the class action if possible.

I am a recent victim of choice home warranty. I recently filed a claim for ac repair and when the technician came out he and check my unit, he informed me that the compressor was going bad and needed to be replaced. He called it in to chw and they immediately notified me and told me that is was an internal mechanical failure and not covered under my warranty. Really? Isn't the point of a warranty to cover this type of issue. If anyone has filed a class action suit against this company or is interested in filing one, please contact me at [protected]@yahoo.com.

I had a problem with my ac not cooling properly. I called Choice Home Warranty and sent a repair man a day later. He put some
Freon and left. A week later I had the same problem and I called Choice Home Warranty and they sent the same guy again. This time AC Technician told me that there is a leak in the AC system and will charge me to do a leak detector test $175.00 Choice Home Warranty will not cover such tests. AC tech told me that he found a leak in the evaporator coil and took photos to send to CHW. Choice home
Warranty has not seen any of the photos that the tech sent them. Choice Home Warranty told me that the repair will not be covered because it is a pre existing condition and that pre existing conditions are not covered. I have spent $405.00 and it’s still not fixed and now the fan is not working. I made a mistake by signing a contract with this fraudulent company.

Choice Home Warranty is a SCAM. I've had a couple of home warranty companies, and generally been pleased with the coverage and service levels, UNTIL Choice Home Warranty. Their company has a crew of "claim handlers" that specialize in finding any way possible to deny paying a claim. This is especially true concerning any repairs to your air conditioning equipment. First, they stopped covering the replacement of refrigerant that a covered repair caused. Next, when a leak in the coil was found (they didn't cover the cost of finding the leak, BTW), they said that any rust on the coil (and they had the technician take a photo) meant that the leak was due to lack of maintenance, and so weren't responsible for the repair. RUST? Maintenance can't do anything about RUST on a piece of equipment that is constantly exposed to moisture, it will eventually fail. Choice has apparently tried to shield themselves from paying for any repair and are counting on the isolated home owner not being able to pursue them in court. They have miscalculated.

I contacted CHW after my sump pump stopped working. Previous to contracting with CHW I was with American Home Shield, so when I contacted CHW I was confident that I was covered. My contract specifically specified that I was covered for permenately installed sumps, which AHS had previously confirmed that my sump pump fit the description. When the plumming contractor which CHW sent arrived he confirmed that my sump pump was permenately installed. However, CHW denied the claim. Each time they gave a description of a permenately installed sump pump and I met the description, they would change the description. I'm now looking to sue either in small claims or class action. Does anyone have any information that will help.

Two years in a row I've attempted to use my policy to fix the same air conditioning unit. In 2013 when the compressor failed, I was told I needed to provide maintenance records. All I had was a home inspection report from the previous year when I purchased the home and the system worked fine. I was told there was a lack of maintenance which is an exclusion from the warranty. I paid $1500 out of pocket for the repair.
This year, 2014, air conditioning condenser fails. I contact Choice for service and the contractor advises that the unit is bad and needs to be replaced. Choice informs me that the unit should last for more than nine years so "there was a premature failure which could only result from four things: (1) an electrical surge; (2) improper installation; (3) lack of maintenance or (4) manufacturer's defect." When I asked which one caused the problem they said "we don't know but it can only be one of those reasons and all are exclusions under our policy." When I said cancel my policy, they wanted to refund 53% of my money after 3 months of service. Not worth the time, effort or money of doing buisness with them. Stay away!

they hire contractors and have no control on when or who is coming out. I put in a claim waited two weeks for a tech to come out. he diagnosed my problem, i paid the 45$ fee and he never return. When I contact Choice Home Warranty they advised he no longer worked with them, they did n0t call me to reschedule and he took the 45$.
Choice Warranty then set me up with another tech who said he could not come out for 12 days. I called choice home warranty and i was advised they do not have control of contractors. Their customer service is simply a phone operator and contractors are no reliable.
They are not a BBB registered company as they do not wish to pay fees, quoted from sales rep.
i will get my oven repaired and cancel service ASAP.
Russell

Speaking as a contractor for over 30 years and as a service representative of several home warranty companies, this company isn't good for contractors. Don't trust a word this company says. You call to obtain a cost approval for work to be performed. After an hour on the phone, you may get approval but they don't necessarily honor that approval when it comes to writing the check. After receiving a partial payment for approved work, we called and that's when a manager steps in and contradicts the approval. This happened to me once too many times and there is no excuse for this whatsoever. Their 26 page "pricing guide" is intentionally vague. Once filled out, in our case, the price guide wouldn't upload to their site. Best I can tell you, I don't have any of these problems with any other warranty company. I currently have a 2-page letter written to this company to have my name dropped from their contractor list. As a Director and past President of our local builders assoc. I am recommending that contractors steer clear from Choice Home Warranty.

Never work for CHW! We had previously worked for CHW without any major issues. They were always slow to pay and never wanted to cover the repairs, but in 2013 they flat out robbed us and intentionally lied to us in order to get us to complete a repair. We argued over the price it take to complete the repair for a week before being told it was approved and go finish the job. Afterwards the "manager" said they had no intention of paying our bill and it is their practice to intentionally lie to contractors so they will complete the work knowing they will not pay them. I wish they were here locally instead I would collect from that lying ###. I could have filed a lien on the homeowner, but the warranty company is the one who said to do the repair and I did not want to take it out the homeowner, though we have before
for non payment. No contractor should ever work for these lying dirtbag!

I purchased a home warranty in October 2013 from Choice Home Warranty. I filed a claim for my A/C because it was running all day in May 2014. The Contractor that was sent to my house said that he would not be able to get the parts to fix the unit and therefore would be putting in for it to be replaced. Choice Home Warranty denied the claim because they are claiming that it was a pre existing condition. They unit was working for the first 6months of the policy! According to what the people on the other end of the phone told me was that they can pretty much tell everyone that the problem is pre existing! They will never pay for a replacement of any kind.

Choice Home Warranty called me back in December with an "Emergency" Plumbing issue. They asked if I ever worked with home warranty companies, to which I replied "yes". They then told me they "would send me a work order and a contract to review" that "I would have 30 days to review the contract before signing" if I could take the care of the "Emergency" call.

I took the call as well as a few others and after reviewing the contract, which basically voided any and all claim to any money owed to me at their sole discretion, I called to tell them I could not sign the contract and suspended work. They then informed me that they would not pay me unless I signed the contract. Damned if you do and damned if you don't!

After 2.5 months of "negotiations" with Dennis Vong, I went ahead and signed the contract after Mr. Vong said "all he needed was a sign contract, everything else was complete", and "I could expect payment in about 2 weeks". Two months later I'm still waiting... Now Mr. Vong says "since your account is inactive it may take 3 months". Another person in accounting said "It could take a year".

This company is clearly and without a doubt a predatory company! I am embarrassed that I fell for this scam. Ultimately this complaint puts me in violation of the contract, but what do I care... I was never getting paid in the first place!

Stay away!

4/1/2014 poor customer service. Received a call yesterday message was left on my voice mail. Person who left the message belched before asking for me not realizing they were on a voice mail. Didn't know who or what company the person was from until they called again today. I checked the number calling me and it was the same. Told the guy on the phone I wasn't interested in their service At the time not knowing these were the same numbers. Guy said so what is it the price. I said no I'm just not interested right now maybe in a few months. He ended wage call with oh ok "click ". That is when I checked the numbers and saw it was the same as the day before. Definitely would not buy from this company As a salesperson and human being you don't belch into the phone when you are calling a potential customer.

I regret that I purchased Choice Home Warranty. They denied every claim I filed. The reason of the first denial was that they don't cover tear and wear. Second time they said that it was an extreme condition. I filed a couple of complains with the Better Business Bureau. These people have a job to look for excuses to explain their decision. Since they want to have an income, they advertise their product in misleading way. I learned a lesson never buy Choice Home Warranty.