Choice Home Warranty
Reviews and Complaints

Choice Home Warranty – a company practicing in bad faith, very deceptive

When the saleswoman wanted to sell the warranty to us, everything she said was hunky dory: if an appliance breaks down, no problem, Choice will help promptly fix the appliances or provide a replacement of matching product if not fixable. As a result, we bought a 3-year policy with Choice Home Warranty last year.

We reported a problem of our built-in microwave on 1/23/2023. A technician came, took a look, charged us $65, and left. After that, over two months, nobody from Choice contacted us until 3/31 when I asked. Then we were shocked to know that they decide to give us a Lowes’ $191 debit card to settle the case. They don’t care whether the replacement will be equivalent to the old one in capacity, features or dimension; they will not responsible for the cost of shipping, tax, or expensive installation either. We provide all the documents and pictures to show that $191 is impossible to replace our original $929 microwave. We called/wrote to Choice numerous times, wasting 4 months’ time, but Choice refuses to listen.

This company is a big SCAM. In this case, they throw $191 (actually only $126 because I had to pay $65 upfront) for “replacing or covering” (with no installation) our $929 GE Profile built-in microwave. They claim their policy “Save Money, Peace of Mind, and Convenience”, but everything turns out the opposite. Choice = DECEPTION.

Since Nov of 2022 choice warranty has not paid their invoices, they do not reply to communications and Have removed their contact phone number and now going under Rely on home, We have multiple invoices $10,000 plus outstanding not paid
They claimed we would pay in May It's now May 21, 2023
There are other companies we have been in contact with going thru the same, run around check sent, ready to pay and the best is we have the right up to a year to pay this can kill off a lot of small business by bankrupting them and I believe that is their intent

Partsworxs
[protected]
Dave Proctor

In July or August of 2022, I purchased two Choice Home Warranty (hereinafter "Choice") home warranty contracts and a third contract in November 2022, for three individual single family homes, one being my personal home.

I have had nothing but stalling and refusal to cover for a year. The latest and most egregious was refusal to replace a dishwasher.

In April of 2023, the dishwasher in one of our properties stopped working. We filed a claim, and the service tech examined the dishwasher and determined that it could not be repaired and must be replaced. Choice refused to replace the dishwasher and instead offered the total sum of $240.00 as compensation to replace the dishwasher. The very least expensive dishwasher available was $465.00. Choice claimed that they had a source that would sell a dishwaser fot $240.00. My response was to ask Choice to send a dishwasher. I was then informed that Choice does not purchase items. I then asked for the name of their "source" to I could purchase the dishwasher myself. The Choice customer service supervisor then refused to provid ethe name of the source through which Choice could purchase a dishwasher for $240.00. I was given the choice to either accept the $240.00 or nothing .

I purchased the dishwasher myself for $465.00 and then paid another $150.00 to have it installed.

I am still waiting on the $240.00 from Choice Home Warranty.

EACH AND EVERY PERSON WHO HAS A SIMILAR COMPLAINT SHOULD TAKE THE TIME TO FILE A FORMAL COMPLAINT WITH THE OFFICE FO THE ATTORNEY GENERAL OF YOUR STATE.

Choice Home Warranty's contract makes individual legal action too complicated and expensive.

BUT, The Attorney General's office has the time, the financial resources and political motivation to punish companies such as Choice.

If there are enough complaints, your AG will file suit and hopefully Bankrupt this corrupt company.

Bare with me, but please take the time to read. THIS COMPANY DOES NOT CARE. There are obsticles and failed contractual obligations, you will not win. I just wish I researched more before buying into this scam.

FYI, I am still trying... I had a confirmed scheduled call with my "dedicated Case Manager" for a "15 Minute Claims Discussion" on Tuesday, May 23, 2023, 9:30 AM - 9:45 AM. SUPRRISE... They did not call me so I called at 9:33, a rep who confirmed my call @ 9:30 & told me she is on a customer & will call me back. I called back at 10:04, and again my "dedicated case manager" was not available & I the rep set me up for a call at 12:45. I asked to escalate, didn't get far except for rude tone from the rep. Think I will get a call at 12:45? Highly unlikely. But sure... I have my whole entire day to give to this complany afterall, I have spent so much time already...

Below is my experience and what I sent after getting denied...

TERMS OF SERVICE AGREEMENT CHOICE HOME WARRANTY A. COVERAGE During the coverage period, Our sole responsibility will be to arrange for a qualified Service Provider to repair or Replace at Our expense in accordance with the terms and conditions of this Agreement. 1.

“Service Provider” refers to a qualified service contractor within Our network that complete work under this Agreement.

CHW's terms of service agreement is the reason we purchased your home warranty coverage. 'Sole responsibility' is a powerful statement & you failed to arrange for a qualified service provider to repair or replace our unit. This is YOUR contractual obligation, to provide us with a pre-screened, licensed, and independently insured service provider.

The day we put in our claim you offered the option to utilize the reimbursment process. We had no interest in finding our own service provider and would trust in your obligation, expertise, & sole responsibility to find us the "most reliable technicians". Not until 6 SIX days later did we opt for the reimbursment process to service our water heater. We felt like it was our only option, CHW did not come through up to this point and set us up to fail with obstacles to make it almost impossible to have a positive experience and outcome with this company. It is very evident that there is a breakdown in the process when a customer chooses to accept the reimbursment process when you do not come through in a timely manner. You rely on the technician of our choosing to communicate with you - but they have no obligation to you. This is where you set the process up to fail. More on this later.

CHW is full of words but no action..."diligently working", "rest assured", "prioritizing your claim", "we are contacting the most reliable technicians", "widen our search"... NONE OF THESE WORDS PRODUCED ANYTHING BUT I HEARD THEM OFTEN. I also want to comment on the option for the reimbursment process both from auto generated emails and your reps is one of the most frustrating things to see / hear over and over again but gives the perception that it is really the only option to get the job done. We were counting CHW based on the written contract but I see you throwing your hands in the air saying, we failed you & can't fufill our contractual obligation pushing us to do the work in finding a service provider on our own. And you expecting more from them than they are willing to give. The poor customer is stuck in the middle with a unit that doesn't work and just needs it resolved.

Your "building quality business relationships with our contractors" appears to be nonexsistent. Your contractual statements are false in my eyes, "Protection and peace of mind you get from your Choice Home Warranty". "With a Choice Home Warranty, breakdowns and repairs on covered systems and appliances don’t have to be a hassle."

I had no protection or peace of mind. My entire experience was a hassle. There is no trust left. A waste of time and energy. You did not fulfill your obligation. You failed us.

Below is our experience.

4-27 Thu 9:01am, Reported online. "pilot light is on but it is not heating the water continuously."

4-27 Thu 9:16am, Email from CHW, "Thank you for choosing Choice Home Warranty to cover your most precious asset. We have received your claim and it is currently being dispatched to a CHW Technician. Once a CHW Technician is assigned you will receive another e-mail with Company Name, Contact Information, & Date they will be performing the service."

4-27 Thu 8:17pm, Email from CHW, "We are diligently working on assigning your claim to the best available technician in your area. As we continue to contact our in-network technicians, you now have the option to utilize our reimbursement process. Once we have assigned your claim, the reimbursement process will no longer be available. If you would like to choose a technician outside of our network, please click the link below and carefully follow the instructions. Upon selecting the reimbursement option, CHW will stop working on finding you an appointment."

Apr 29-May 2 I made multiple contacts over the next few days to ask about status of service provider. I was told on one call my claim has been escalated, I asked what that meant. He assured me my claim would get attention. On another call, the rep said she was going to "widen the range". I asked what that meant. She assured me my claim would get attention. Both reps gave me the option to utilize the reimbursement process and find my own technician. I told both I was not interested in finding my own, that is why we have Choice coverage.

May 2 Tue 10:10am, Email from me to CHW, "Please give me an update. I DO NOT want to find my own technician, I want you to fulfill your obligations & work on my claim. Please let me know where it stands."

May 2 Tue 10:27am, Email & posted message from CHW, "Thank you for your email. We apologize for the inconvenience. Please rest assured that we are contacting the most reliable technicians in your area to secure the soonest available appointment. Once your work order has been accepted, you will receive an automated voice message and email with the appointment time and contact information. Thank you for being a valued customer of Choice Home Warranty."

THIS IS WHEN EVERYTHING went from bad to worse...

May 2 Tue 3pm, At this point, we felt like we had no choice but to find our own service provider to fix the unit. Your words meant nothing. Email from CHW after I reluctantly accepted the reimbursement process, "Thank you for selecting the Claim Reimbursement Process offered by CHW. Please follow the instructions below to ensure proper claim reimbursement."

May 3 Wed 6:46am, if this isn't a slap in the face... A SURVEY asking about the Technician who came to our house! I WOULD have loved for a CHW SERVICE PROVIDER to have come to our home and resolve this matter. Survey below...

"We'd love your feedback!

Donna.

We are committed to providing our customers great service to ensure their experience is enjoyable and they continue to use Choice Home Warranty (CHW).

From 0 to 10, How likely are you to recommend the Technician who came to your house?"

Your candid feedback and time are appreciated greatly. Thank you for choosing Choice Home Warranty!

TEAM CHW

May 11-12, multiple online / email communications that didn't get us anywhere. At one point, I called to speak with a CHW rep to help understand what is going on and try to get approval for the tech to attempt to replace the heating element to see if that would fix the problem. I was in a difficult situation but was doing everything I could to try and follow the procedure. Trying to get information from your company and the technician was not easy. I couldn't understand where the breakdown was but trying very hard to get answers. It was a no win situation. We learned the new flame sensor / temperature resistant flame senor did not correct the problem. The sensor burning up caused the smart control board to go out sending a sensor failure code and not letting the water heater turn on. The technician advised us that a new unit would be more cost effective, vs. replacing every broken component. Based on the age of the unit and no promises that replacing all the components would even fix the unit. And, if it did it would be a short-term fix as most likely it would fail again.

May 12, Fri around 7:30? I called CHW to advise what was going on and aked if I needed to submit a new claim for a replacement OR add to the existing claim. I wanted to be tranparent and I wanted approval BEFORE a new hot water heater was installed the morning of May 12, I told the rep & escalated to a supervisor that we were doing this. BUT at this point, our hands went up in the air because we were just running in circles. Frustration set in. We started to understand how this was going to turn out. I still tried.

May 12, Fri 9:15am, CHW email "Thank you for your email. We apologize about the delay in response. Our records indicate you have been in contact with a representative. Thank you for being a valued customer of Choice Home Warranty.". My posted response on the customer portal... That call did not help. I had to ask to escalate multiple times to which she responded "my supervisor will tell you the same thing", eventually she did escalate, reluctantly (will she get in trouble for not handling the call herself with her limited helpfullness and overabundant apologies?). Evette did get on the phone with me and was able to check where I am in queue (after telling me you handle lots of customers and I have to wait for my time in queue). She also confirmed the claims team looked at it yesterday. YESTERDAY. At 8:57, she told me they were looking at it now and I should expect a response about my claim. I told her the tecnician is here now and agreed to wait for the approval. As of now, I haven't heard anything back. Please Please will you help this matter.

May 12, Fri 9:33am, CHW email approving the heating element. "Thank you for your email. We do apologize for the inconvenience. Our records indicate your claim has been authorized for the amount of $464.28.".

May 12, Fri 3:34pm, CHW email. DENIED!

The process is broken. I feel broken. I learned from the tech on the 13th, that the texts from CHW go to a call center and not directly to him because of security and privacy reasons. I HAD NO IDEA this was happening. So my running around from CHW to him and trying to answer your questions was all for nothing. I TRIED to follow your rules but you make it impossible. YOU need to address this. No one should have to go through what my family went though.

IF YOU MET THE TERMS OF THE SERVICE AGREEMENT, THIS ALL COULD HAVE BEEN AVOIDED. "OUR SOLE RESPONSIBILITY WILL BE TO ARRANGE FOR A QUALIFIED SERVICE PROVIDER TO REPAIR OR REPLACE...". I just wish you came through and provided us with a pre-screened, licensed, and independently insured service provider. Instead, you left it up to us and it didn't meet your standards. Is that fair?

TRY HARDER. AND HAVE COMPASSION. AND FIX THE BROKEN PARTS, specifically pertaining to your reimbursment process. It just sets up so many to fail. OR, better yet... just meet your sole responsibility of arranging for a qualified Service Provider to repair or Replace...

Two year old GE microwave handle disconnecting at the bottom! Really after only two years in a new home with only two people! That's normal wear & tear!

Filed claim, paid $75 for co-payment.

Long story short the $75 is actually paying for a "technician" to come out and take pictures so Choice Warranty can deny claim! It's called a service fee versus co-payment.

When you call and complain and want to cancel policy, a "manager" gets on the line and throws a $100 at the "technician". Then when you call the technician he advises the estimate to fix a handle on the microwave door is still $172.44. So the total costs is $347.44 when you add $75, $100, and $172.44. Please, please do not consider Choice Warranty. If they won't even cover a broken screw/washer on the handle of a microwave, would you really have confidence that they will cover your major appliances?

I have had three claims with this company, and all were horrible experiences.

1) Hot water heater failed, fine print, everything is covered EXCEPT the tank. Useless coverage

2) Built-in fridge failed, buy out offer was 2.5% of the replacement value, and after dispute, went to 5%. $400 for a fridge where the only option is a built-in which replaces at many thousands of dollars. Payment of anything not received.

3) Garage Door opener failing, after inspection, technician indicated the motor was worn out and failed. Refusing to cover due to a completely unrelated loose board. Even with technician on the line, refuse to cover.

Useless warranty, and only looks for ways to deny or provide extreme minimal payout.

DO NOT BUY

I reside in Las Vegas, Nv and have a 2000-gallon septic I contacted Choice for warranty service because my septic was full and had backed up into the home flooding all the toilets and fecal matter/waste was backing up into the two tubs and shower stall. I am a service-disabled Veteran and a former cancer patient. I am immunocompromised and immediate action was medically warranted.

Choice, after none of their contractors picked up my ticket Choice informed me that I could contact my own contractor. In Las Vegas there are only a few septic companies that are still around, and I contacted several of them for help. One company was available the following Thursday and one offered to squeeze me in that Monday.

Monday morning, the septic folks came out and had to have a second technician and the office manager respond as the concrete cover was stuck and it was difficult to remove. Upon removal I was shown that it was over full and needed to be pumped out immediately. They began pumping the system and eventually resolved the backup. Had I not agreed to the immediate pumping I risked the septic company notifying the Health District of the situation and potentially being removed from my unsafe living conditions by the local authorities.

Choice Home Warranty REFUSED to reimburse me the $701.60 stating I did not get prior authorization. Bear in mind Choice has NO septic companies in their pool and we relied upon a local septic company which is not under contract with Choice and IS NOT bound by Choice internal practices.

Given the seriousness of my backup into the home, the septic company immediately pumped my septic and returned my home to a livable condition. I borrowed money and paid them immediately and submitted my paperwork and proof of payment to Choice Home Warranty,

My claim was denied stating I did not receive prior authorization. I appealed my claim and was told they would do a curtesy reimbursement of $200, over $500 less than the original invoice despite the fact that I pay extra for Septic pumping. I said it was a medical emergency to get repairs and was told per Choice's policy they are not an emergency service.

This morning I called the Septic Company manager to discuss the situation and was told that there are NO SEPTIC companies in Clark County, Nv that work with any home warranty because of payment issues. They said they have many customers who have to fight to get their money from Choice Home Warranty.

In my opinion as a service-disabled & retired veteran, I am hereby exercising my 1st Amendment right to free speech. I encourage potential customers to do their own research before going with any home warranty company...and I encourage people to file with their state's attorney general or division of insurance when they encounter similar situations.

Option B is to pay for repairs, submit an estimate and after the estimate is approved submit the PAID invoice with a day a few days after the initial service call.

I have a one year, paid up account. On 3/14/23 service rep came (charged $85). Told they were looking for a part. About a week later told no parts were available and that serviceman had contacted CHW and they would be sending check for new appliance. Many phone calls and almost two months later, still no resolution and stove still not working.

Payment Receipt

Dear BILLY DIXON,

Thank you for your payment.

Receipt Number: 13017-[protected]-230314

Invoice Number: [protected]

Amount: $85.00

Payment Date: 3/14/2023 2:52:53 PM

Thank you,

Sears Home Services

We, Real Appliance Repair LLC, are a small private company providing appliance repair services to residents in Austin and Dallas areas, Texas. We worked with Choice HW for almost two years, from time to time. They never were good at making payments, but this time they just cut us off.

Our account was terminated without any notice, all payments are on hold now and they say all balances owed to us are being held in reserve for no less than 365 days. They blocked our access to the vendor portal, don't answer calls, don't return calls, don't respond on requests that we submitted through a new vendor portal RELYHOME, which is a combined platform not only for Choice HW now. On one call, they said our service agreement was terminated due to high prices. However, all work orders were approved and authorized by them, each work order cost was approved, even though they reduced our prices a lot.

It seems to be reasonable to redirect the invoices to the customers, since we provided the services to them and have them have deal with their horrible insurance company themselves. We do not want to do so, that would be the last thing we could assume, but we have to pay our technicians and we have parts costs that no one reimbursed yet.

SWOs submitted and not paid in Austin area (not complete list, just as references): # [protected]; #[protected]; #[protected]; #[protected]; #[protected]; #[protected]...

I have 10 open invoices with Choice Home Warranty. After the 1-month status of these invoices was changed to "on hold". After I sent my question they explain my account was removed due to the high cost of the claim and the high rate of reassign. My most claim is $230 and I never noted any reassigned job. Also, I check my STATS on the vendor portal of Choice Home Warranty and it proved they lied to me. I send them a message and respond there respond " At this time account will remain disabled". Also, this company refuses to pay sales tax. When I asked to provide Tax Exempt form they says they do not have this form but still will not pay sales tax. After it, they disabled my account.

This is a brand NEW unit the a/c guy you hired put in October last year. It is now 80 degrees in Virgina and no A/C. It's been 2 weeks since i filed a claim (April 6th) and no technician has been in contact with us. This is not the FIRST time it has taken you forever to get someone out to do a job. When the original a/c broke it took at least 2 months. You need to do better about finding repair people. We also ask for the manual for the new a/c and repair invoice. I've asked repair invoices for every appliance you have guess what no invoices.

Choice home warranty came out to my home the day after I reported my washing machine was not working. They showed up and said parts needed to ordered. It would take 2 weeks. The parts came in in a few days but I did not hear from them for another week + some days. I then received a message they would be back out to repair the washer and after showing up they again said there were more parts to be ordered. Another week and those parts came in. This all occurred beginning March 8, 2023. I called and asked when they were going to send someone out because all of the parts were here and they told me they were still waiting on a hose clamp for the washer. It is now April 18, 2023 and after many emails to Choice and Sears, who was who they ordered the parts from and was doing the repair, i have yet to have anyone respond to any of my many emails asking them for an update on what the status was on this hose clamp was. No one ever responded. Calling Choice is near impossible to do because the people that answer your call can hardly speak English and I cannot understand what they are saying. Every time I called I would get someone I did not understand. They do not call me or return any emails. So here I sit with all of the parts needed to repair my washing machine (supposedly) minus a very difficult item, apparently, the hose clamp.

I called and reported my pipe under the face bowl in the bathroom was leaking water. The plumber came out and put new pipes in. This was on April 14th, 2023. Before he left the water in the basin was not going down. He told my husband to use Drano, which we know does not work. After he left the water was still in the basin. I have called Home Warranty every day since April 14th, 2023 telling them the pipe is still leaking. Home Warranty is telling me that the plumber will put me on his schedule. Today is Monday, April 17th 2023 and the plumber has not called. In the meantime the water is still leaking and causing me problems with my water bill, If this person does not want to come back why don't you send someone else? I have paid for the contract and not getting services that needed.

I am very dissappointed.

Frances E. White

I signed up for Choice Home Warranty. Terrible Choice.
They do not have the same fix it fast policy as companies like Old Republic and Fidelity.
My garbage disposal went out and called in a claim... they took 5 days just to get someone there. The plumber told me that other companies can approve on the spot within a certain amount and they can repair on the spot.

OH, not Choice Home Warranty according to this plumbing company. They need to approve over the course of days and according to the plumber can take up to 3 months to handle a claim for replacing a kitchen faucet. My claim was approved quickly but the plumber was busy and could not come back for a week and maybe more. I had to pay $75 fee for him to look at it.

Other companies can fix immediately. Choice Home warranty has all of these positive reviews but as a custom home builder of more than 4o years I can honestly tell you... There are better choices than Choice Home Warranty. I have cancelled my claim, installed it myself and now cancelling my worthless policy with this company. I highly recommend for you to do the same.

IF they don't respond, file a complaint with the Consumer Financial Protection Bureau (CFPB) a Federal Government agency to help you resolve issues with companies like this one. I'm hopeful I don't have to resort to filing my own complaint. That is yet to be seen.

Choice Home Warranty called my company for a repair on a garage door motor. The estimate was given, the repair was approved, and the repair completed. They have been dragging their feet on payment. I have repeatedly called and asked why my payment has not been processed most of the time they claim I need to wait or they don't know. On one call, they have said that the account for my company was closed for charging too much. I assume like the other vendors with this issue, is why they are holding the payment. If CHW had a problem with the cost of the repair, then they should NOT have approved the repair. My company would have moved on otherwise, or made different arrangements with the end customer.

CHW Policy#: [protected]

CHW claim#:[protected]

I called about a commode leak in my handicap bathroom for me. I am 100% disabled vet. They said they should have a reply within 2 days. After that they didn’t have anyone to me to contact one. Get estimate and call back I found a plumber after 5:00 they gave estimate and moved people to get me by :30 am. When they got here they checlked estimate and fixed it. They couldn’t wait for choice choice told me could take 2-4 hours for approval. I paid the company because I needed the commode. Choice finally said they would give me $200 bill was over $700. Choice said I didn’t approval and it was not an emergency. It was only handicap bathroom I had with room for a wheelchair. Handicap people watch out

I have a choice home warranty, and have had nothing but trouble from the company. I have requested a hard copy of my policy 7 times and yet receive one, even though it was promised to me by the company representative. I have put in multiple claims and have been less that satisfied with them (One was on a year and a half old dryer, and they refused to fix it). The latest was on the Duct work that had to be replaced that cost me $$4500.00, but they have refused to pay anything, though it was an emergency due to ongoing moisture damage, from condensate dripping from the ceiling.

If I could leave a zero star I would, they were all we cover anything that can happen before the sale - I was sold. We had an A/C issue, filed a claim on line they were fast to get a service company out. Paid the $65, he said it was low on refrigerant and he would like to a leak test, made sense. By the way the leak test was not covered another $150. Turns out we had a leak in the evaporator coil, okay can you fix it? Yes, but guess what - it had a manufactory's warranty with about 8 months left, we do not cover anything that still has a warranty. You would think fine, they do not pay for the party or the labor to replace, but would cover the refrigerant, but you would be wrong - they cover NOTHING, it is now a $1,400 repair. The service tech tells me that CHOICE HOME WARRANTY does this all the time, in fact they deny more than they approve. To me this just means he is using them as a source of additional income - they deny the claim and he still gets the work paid for by the home owner - great system for the two of them. Please call around read real reviews not just the ones on the website and the ones paid for. This organization is not where you want to put your trust. P.S. if you want to cancel and get your money back, there is a $50 service charge and they will prorate your refund. How is that for customer service?

We're electrical contractors in GA and provided electrical services to the customers for CHW since 2015. We had very high stats, NEVER INCREASED OUR RATES & our annual revenue was averaged 60k. In March of 2022, we received a call asking us to lower our rates & when we refused, they closed our account & now owes us $6,800. We can't get them to pay.

Hopefully someone can get us some help

Choice Home Warranty is a RIPOFF. I was told BEFORE I signed the contract that my pool equipment was COVERD BUT THEY LIED! When I called six months into the police for service, they said the pool equipment was NOT on the contract! LYING SOBs! They told me to wait six months and then rewrite the policy before filing a claim! THEY ARE CHEATS!

DO NOT BUY THIS COMPANY's policy because they will provide ZERO SERVICE.

I am disputing ALL the charges from the last year with my bank.

I have never been so brazenly lied to and then given MORE LIES on top of the initial lies. THEY DO NOT SELL ANY SERVICE AT ALL. JUST A HOLE TO THROW YOUR MONEY AWAY!

The SERVICEMAN THAT MY SISTER MET ALSO SAID THAT CHW DID NOT PAY HIM AT ALL! CHOICE HOME WARRANTY IS [censored].