Choice Home Warranty
Reviews and Complaints

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.

1/05/2014
This is a open letter regarding choice home warranty don't use them
I am a repair service that choice home warranty contacted several years ago.
At first all was good they paid all invoices which was billed out at my pricing, then a change, in order to submit invoices they wanted you to go on line to their site. To register on the site they needed a price guide on repairs.
I called to inform them that we have a "you pay my pricing trip, parts and labor" agreement. I was told it's just a formality but to complete the registration I must fill out the price guide. Big mistake on my part, I trusted them.
Soon the repairs that were authorized for one price, but the checks were short on money.
When I called accounts payable to explain the shortages, at first they were very accommodating to try to straighten it out, but soon I noticed when calling in for authorizations the authorizations department started to become very rude disrespectful and hostile always insisting on trying to find a loop hole to get them out of the repair or insisting I stick to the price guideline or reduce my labor repair cost. When I refused any of their suggestions they were very hostile.
I also started to notice payment which normally came within the 30 days stipulated in our agreement started to take longer and I had to call accounts payable which never returned calls and when I finally did get through to a live person seemed to be very condescending. An individual at the time was a mr. Troy mcdermit was working to get this straightened out. I understand he is no longer there and the new vendor relations rep is a dennis long (who is a very nasty individual) whenever I call to find out status of the money shortage and when I can expect payment he was always still looking into it (Some invoices date back from june 2013)
Mr long tried to get me to do some calls out of my area by sweetening the deal the extra money, (Couldn't get anybody in that area to do service for choice, gee I wonder why?) I declined pointing out that why would I go deeper into moneys owed to me by choice settle the back invoices and come up to net 30 days then we can talk.
After reading a letter on this sight from a kwest who is a contractor owed $3, 000.00 I guess I should consider myself that they only screwed me out of $530.00. All the shortages from june 2013 till the present of $530.00 which mr. Dennis said he would look into never materialized. Speaking to a jennifer on january 3, 2014 she to gave me the standard run around of still investigating and waiting to here back from the people in charge.
Since they owed me the money I decided to treat them they way they treated me by putting off any future repairs, parts on order became low priority and when chioce called I gave them the same lame excuse they gave me "i'm looking into it" unfortunately the consumer suffered but I found that I can't keep doing work laying out money and not being paid for my work. When the consumer would call me regarding the status of the repair I would explain to them that choice doesn't pay their bills and therefore I put them on hold. The customer then called choice who would then call me regarding this unexceptable explaination the caller was usually dennis in vendor relations who would be very unpleasant and in informed him I can not complete jobs without payment for other jobs. He accused me of trying to hold choice hostage and I said to him that is what you have been doing to me for the past several months, where is my money that you owe me.
Needless to say I do not do work for them because in my opinion I think they prey on small businesses such as myself by giving us small amounts of work and paying for them, then increasing the work which increases the money what they owe us, taking longer to pay and then finding excuses not to pay us what they owe us and paying what they want, if we are lucky
. As far as the consumers complaints choice home warranty will screw you any which way they can. They will find any reason to not pay you by coming up with the most ridiculous excuses and since they do not pay us vendors, please understand that your repair issue no matter what it is ends up becoming low priority on our list of repairs.
My suggestion since you get what you pay for. Most of these home warranty companies work the same way. You would be better off calling in an independent servicer such as myself who is small family owned business and wants to keep you as a customer and will do whatever is necessary we may not be the cheapest, we care your not a claim number to us but a person
If the consumer still want a contract with a home warranty company please check them out do a search check the attorney generals office in the state that they are based in read reviews.
When I get a call from a home warranty company if I will do service for them, I google reviews from both repair vendors and home owners if I don't like what I see I refuse the request.
Another company like choice is a company sensible home warranty located in nevada stay away

I am a contractor for chw at my wits end. Chw will not pay us. Today is 12/17/13 and we have invoices that date back to june. They give us the run around day after day, call after call, email after email. They even say "oh I didn't get that message" or "I didn't get that email." I mean they must really think that we are stupid because that is why we ask for return receipt's on emails.in this industry especially being a small business every penny counts. They owe us over $3000. I am sure the consumers do not understand that the contractor pays upfront for the repairs performed by the home warranty then the home warranty basically reimburses the contractor. We have been out this money for 6 months! I often wonder how many other contractors are screwed over by chw. I just called them and asked for the legal department. I got accounting. Sent dennis (Contractor relations) and victor (Vp) an email this morning. Both read. Neither one responded to. This company needs to be shut down! However, they must first pay their debts. Can contractors start a class action? Any legal people out there wanting to help this small business get what's theirs?

Tried to tell me my 9 year old washer died because I had overloaded it. After I complained, was offered $150.00 which I have yet to receive. This was a Lady Kenmore Elite purchased as a close out. This machine was never overloaded - we are two elderly folks and I do about 5 or 6 loads of laundry a week. My daughter does maybe 3 loads a week. My microwave also went out; paid $395 for it 12 years ago. These folks offered me $170 to replace it. The cheap piece of junk microwave we bought is horrible. If my son and grandson had not been here from out of town, we would have had no one to install since my husband could not do it. The metal is so thin it buckles and pops when I clean the inside. The key pad is so stiff I have to push really hard on the numbers to get it to work. Safe to say this policy will not be renewed. Any suggestions as to who might be a really good home warranty company?

The AC unit in my home starts acting up in the beginning of summer. My property manager calls Choice Home Warranty CHW to get someone out to look at the unit. Well on top of being very rude they tell her that they don't cover ac problems if there is a leak and that they don't cover leak test. So I pay for the leak test. No leaks found and issue is very small easy fix. They tell my property manager that because I had a manufacturers warranty on it they can't touch it. The manufacturers warranty has expired people hence the reason I purchased a home warranty! So we go back a forth and I realize that my tenant is the main on suffering so I paid out of pocket for the ac unit to be repaired. CHW tells me that their technicians over charge them to make more money. Really?!? I called to cancel my services and now they want to work things out. So now retention wants to work out a deal to keep me with the company. How are these people still in business. This is a living breathing dangerously large SCAM COMPANY! Their contractors complain about them not paying them as well. STAY AWAY FROM CHOICE HOME WARRANTY.

I called then on the phone talked to guy name travis who told me I would rec a warranty in the mail and and confim email. never got it called back today at 615 tt customer service she said she would send one to me in email and to my home still no email, funds have been taken from my checking account

The letter to Choice Home Warranty below pretty much sums up my complaint. Anybody wanna start a class action lawsuit against them?

To Whom it may concern,

I have been denied a legitimate claim from CHW on my air conditioning system. Apparently the compressor locked up about a month ago and a service tech came out and diagnosed such at that time. My claim was denied because "Russ" with your company said it hadn't been serviced properly because I didn't have reciepts showing that. I told him I maintain all of my systems myself. He said he would call the tech personally and ask him for himself, which he did. According to an associate there when I was trying to reach Russ a couple of days later, because he didn't call me back as prompised, the tech told Russ that the unit looked good and had been properly maintained and this part does where out with age. She (the rep) was reading this directly from the file to me. I tried everyday from July 15 thru July 19th to reach him and every day I got some lame response such as "Russ will call you back shortly, Russ is leaving for the day, Russ will call you back tommorrow, etc. Today when I called the rep said " he is busy and will call you back shortly. I said "no" let me speak to his supervisor. In speaking to this other man, I don't remember his name because by this time I was extremely furious, he said my claim was still being denied. I stated that I had done everything asked of me, and that the tech that diagnosed the A/C unit had verified with Russ that the unit was in fact properly serviced. I am the lead building inspector for the Southeast Kansas Regional Planning Commission in Chanute Kansas covering 12 countys and 244 towns in se kansas, and have been so for 9 years. I inspect HVAC units, plumping, electrical, structural, and other residential systems everyday, for federal and state government agencys, for a living. I keep everything I own in tip top condition.
Because of this denial, I have cancelled my contract with CHW, and will be filing a claim in my local court against CHW for the amount which I will be paying out of my pocket to get this unit repaired, ($1, 710.25) and possibly some punitive damages for being without air conditioning for a month in 90+ degree temperatures, plus court costs. I have already contacted the HVAC company and the tech that is employed by them. They are more than willing to go to court with me and testify on my behalf.
After reading the horrible reviews on different internet sites, including the BBB site, and the A/C techs verification of the condition of my A/C unit, a judge won't have a problem awarding me the amount requested plus court costs. Especially since CHW won't bother sending legal council to court because that would cost them more than my claim. The contract I received in the mail does not state that any required maintenance must be done by "a licensed company", neither does the on hold recording with CHW, that I have listened to for hours because of being on hold for several minutes during every single call while Russ was avoiding me.
I wish I would have read the reviews on the internet before purchasing a home warranty from CHW, and certainly hope that anybody else considering buying such a warranty will do the same and avoid being stolen from, lied to, and given the run around like myself and others have. I hope someone, has time to start a class action lawsuit against CHW to prevent this type of theft from innocent homeowners like myself and the other hundreds or possibly thousands of people that have been ripped off by CHW.

Kevin LaForte

I have a home warranty through choice home warranty. On july 11, 2013 I noticed the temperature of the refrigerator was 56 degrees and the freezer was 47 degrees and the food began to defrost. I contacted choice home warranty to request a service technician. They sent me the name and phone number of the service technician, so cool solutions. I contacted so cool immediately and the technician informed me he was out on jobs most of the day and would get back to me before the end of the day. At 6pm he called me back and asked for my information. He said choice didn't send him the work order yet. I sent him the email I received from choice and because it was my refrigerator he said he would come out. He arrived and at the completion of the service call at 8:45 pm he informed me that I needed a new compressor. He said it was grounded. He submitted his report to choice on monday morning and he called them upon their request. I called them on monday and they said they had no record of the report from the technician and it will take 1 day to get in their system. I called choice on tuesday, july 16 and was told that they would not cover it because my contract states no leaks. My contract indicates that it covers any integral part of the unit. A compressor is an integral part of the unit. I informed them that it wasn't leaking but they told me the so cool contractor said it was leaking freon. I called the contractor and he said he did not tell them it was leaking. He said he told them I needed a new compressor. He also told me he would testify in a court of law. I contacted choice and asked them if I could get a second opinion from another technician. I was told yes but at my own cost. I paid $185 for a new contractor to come out to provide me with a new diagnosis. He specifically indicated there were no leaks and no valid reason for the compressor to fail! I faxed the new invoice to choice which specifically says there are no leaks found in the compressor of any kind on july 17, 2013 at 7:58 am. I called them at 11:00am to make sure it had been received and I am told it is not on my account and maybe I should email it. I sent the email and it was read at 12:58pm. I called back at 4:00 pm only to be told it takes 1 day to upload to my account. It is now one week without a refrigerator and I have small children in my house. On july 18, 2013. I spoke to three customer service representatives before I finally asked to speak with a supervisor. I then spoke with jamie, customer service supervisor. She informed me she would speak to a manager and call me back. She called me back and tried to offer me a buyout of $400 for my refrigerator but I had to promise not to file a small claim. I told her my refrigerator cost $2499 and that I couldn’t even get it fixed for $400. She then transferred me to alex rubino the manager of the edison office and he instructed me that my claim was denied to "not normal" wear and tear. I asked him to define "not normal" wear and tear. I instructed him that the refrigerator was only 5 years old and my husband performed the necessary maintenance of cleaning the condenser coils by using a vacuum to remove dust build up from the coils twice a year. He also cleaned the drain hole and drip pan and I personally cleaned the drain pan. I instructed him that is why I purchased the policy to cover my appliances. He then said he would give me the $400 towards my repair and that was it. He then hung up on me when I told him no. My refrigerator cost $2499, a comparable one is on sale for $2099. I am not expecting them to provide me with a new refrigerator but the least they could do is honor the contract andthe cost to fix it. The two estimates were both well over $600. I willbe filing a small claims case against choice. Alex rubino is the rudest man I ever encountered in customer service and he should be fired or something else I can't mention. If he was rude to you. Let him know - [protected]@choicehomewarranty.com

Have had Choice home warranty for over 6 months now and on the 15th of July made our first claim on the central unit. when I called to get the reason they told me that the vendor they sent out told them that the air conditioner had not been maintained and so therefore made it an unauthorized claim. I asked them to send me this in writing and they refused to do so said it was not their policy to notify their clients in writing and refused to do so. I have a written statement from the Vendor that he never told them anything like this and that I was not the first one of his customers they have lied to.
The unit is old but when I bought my policy they said age made no difference and also when you call them and are on hold forever and a day you will here a recording that says the condition of your appliances or age makes no difference and that they will not come to inspect them before signing you up for coverage. I am so disappointed in the way this company has done me and as I read the complaints made by other customers I see it is a total practice of theirs to turn down air conditioner repair. Something needs to be done about this company they are a scam.

They are denying claim to fix my air conditioner, rep had nerve to tell me, that the compressor would have showed signs of going out prior. State pre-existing and denied claim, I spoke to over 5 ac companies, all say the same thing, that the air compressor would not have showed signs and they from working fine one day and then just go out

I purchase a home warranty package from Choice Home Warranty on April 18, 2012 to learn that this company is nothing more than a rip off. On Friday, June 14, 2013 I placed a service call to Choice Home Warranty regarding one of my air conditioning units not working properly and requested a technician to come out. After the service guy came out I later placed a follow up call back to Choice Home Warranty and was informed that my claim was being denied because certain parts of the air conditioning unit they don't cover. I then placed a call to the service rep who I conference in on the call with Choice Home Warranty representative to explain and verify what he told Choice Home Warranty. The service technician commented that there was a small amount of rust at the bottom of the pan and that was normal for any unit. However, Choice Home Warranty Rep basically stated that was enough for them to deny the claim. The Rep also stated that when it comes to major repairs there are several questions they ask the service technician before they make their decision and the majority of the time claims such as mine are denied. Their representative was unprofessional and condescending with his comments. What a waste of money to use a company that is no more than a legitimate scam. Choice Home Warranty has been misleading from the beginning and in my opinion nothing more than a company that appears to be beneficial and useful resource to have obtained but after one experience with them they are worthless and costly.

I have a home warranty policy with Choice Home Warranty, my A/C in the attic had a small hole in the tubing that carries the freon. What a relief I had a home warranty policy. Contacted Choice and made claim, immediately denied and was told that if there was any rust that it was excluded in my policy. I read my policy twice and there is no exclusion due to rust. i live in Texas and the humidity is 50-90%, everything metal has rust. I further questioned the agent at Choice and inquired that if my washer / dishwasher / disposal / microwave had any signs of rust would they also deny a claim. Much to my dismay there answer was yes. Then I was told I could cancel my policy without paying the cancellation fee. DUH! They already scammed me out of several months of payments of course they will let me cancel, and move on to the next unsuspecting consumer.

I moved to CHW after talking to their agent that promised that my above ground spa will be covered - He will just put it in manually.
When it was time to fix it, I was told that it is not covered, no refunds and no cancellation.
As I see it - either the agent that signed me in lied to me, or CHW just don't keep up their word.
Either way, I obviously will not trust this company enough to renew my contract with them.

I have had First American Warranties on both of my homes for some time. While some of the service has been acceptable, my most recent encounter with this company has caused me to close my accounts. I will never do business with them again. While they are the cheapest of the Home Warranties on the market, you get what you pay for. The microwave in my rental was broken and I called First American to send a repairman. They confirmed a date and window of time. I made arrangements to list the property for sale and scheduled an open house based upon the date and time of the service call. The service was to be through Sears Home Service, another horrible company. Sears never showed up and I found out later that Sears had cancelled my appointment without letting me know. When I called First American and asked for someone to come within 24 hours, they refused and told me to go find my own repair person. They did offer to reimburse me for the charge, but the whole reason I have home warranties is so that I don't have to find my own repair person or pay a large out of pocket expense. Ultimately I just purchased and installed a new microwave because it was easier than going through the hoops that First American was making me jump through. I asked First American to reimburse me for the cost of the microwave minus what a service call would have cost me and they refused. It's not the money that I lost that upsets me, because it was minimal, microwaves are cheap. But it was the horrible customer service, the lack of assistance, and the lack of ownership that drove me away from this company. They clearly do not care about their customers, are standoffish, lack follow through and professionalism. My recommendation is to NEVER use First American. I have filed a complaint with the BBB as well. I urge you to not choose this company if you are in need of a Home Warranty.

January 23, 2013 my home furnace went out. I call Choice Home Warranty and was given a claim number along with the phone number of the Repair Company (Jerry's Services) located in Waldorf, MD. I call and left a message on the office phone. Since this was an emergency, I call the emergency phone number and left a message. I did not get a call back. At 0830, I call Jerry's Services again and an individual by the name of Mike answer the phone. I asked has he been contacted by Choice Home Warranty regarding my furnace. He said he haven't turn the computer on yet but he would get back with me in a few minutes. By 12:00, no call so I call Choice Home Warranty and ask if they could send my work order to someone else. I informed them that it was 20 degrees outside and it was colder in the house. The sent a work order to S & L Air Conditioning and Heating LLC. S&L came out and work on the furnace and got it going. The technician informed me that the furnace might go off again because all the heat was not going through the portal which causes the safety switch to shut the furnace down. The technician also said that the furnace should be replaced because of a hair-line crack on the heat exchanger. He sent a report to Choice Home Warranty about what he found wrong with the furnace. Choice Home Warranty called and asked if I could fax them the last four years of service records on the furnace. I told the individual that call that there were no service records. I only had the two repair invoices (one for an ignitor and the latest one which they had a copy). The individual told me that they did not want repair invoices but service records and that he would let the Authorization Board know that there were no service records on the furnace. At 4:00 PM, I call Choice Home Warranty again and ask what was decided about my furnace. The customer service rep (Kevin) told me that they were waiting on me to fax them a statement or send an email that there were no service record. I informed him that the individual I spoke with earlier did not said anything about me sending a statement by fax or email. At 4:46 PM I email them a statement and they received it at 4:49PM. Another customer service rep (Jaime) from Choice Home Warranty informed me that she was going to let the Authorization Board know that the email was there and it was an emergency. Today is January 25 at 7:39 AM and I still haven't heard anything from Choice Home Warranty. My family and I have spent 3 nights in a cold house except for the space heaters we have been using to keep warm. I think Choice Home Warranty should be ashamed of themselves for treating customers like that.

Never ever make the mistake of signing up. It is not worth even $1. A terrible company to deal with as they will figure out 100 ways to blame you for the failure of the product and why they should not pay you. You cannot convince as they will simply hang up the phone and you will not go any further. I wish everyone will read this and avoid a nasty experience. Bottom line - if your appliances don't break, you are giving them free money, if they did, you will get reasons, still you pay them and don't get anything in return.