Choice Home Warranty
reviews and complaints

Custom HVAC LLC in summer of 2022 was the same here in Virginia. Tune of about 10K. CHW does NOT pay vendors the authorized amount. Then they reduce by 40% from authorized amount 2 months later. I have everything documented and ready to sue them in the Class Action Lawsuit. [protected]@gmail.com if anyone else can chime in on Choice Home Warranty.

I've had 2 techs (Plumber & HVAC) come out to view the same leak and damage and both threw their hands up saying "that is not my area of expertise." While not excited I understood the plumber's rationale since no water runs thru that pipe. After sending numerous pics (and explaining that the leak was not coming from what I understand as the traditional Air "Duct" unit) of the damaged area and the source of the leak the HVAC tech still came out only to not even inspect the area past looking into the hole from the group (no ladder, etc.).

Numerous attempts to resolve the issue with customer service have resulted in wait times in excess of 30mins and each call has ended in the call going out prematurely. Either they are hanging up or there's an extremely bad connection on one of the lines. I could accept that it could be on my end if it was not for the fact that the signal on my end was strong for the 30mins I had to listen to the hold recording and music. It also doesn't help, although my information is in the system, no one has ever called me back to finish the conversation.

I know the CHW does not manage the independent contractors however, the expectation that I continuously pay service fees to service techs that perform no service or provide any course of action besides passing the buck is where I take issue. This could easily spiral into $100s of dollars in service fees, without any work being performed, and a ton of lost time trying to get a live voice on the phone that could assist me in waiving the next service fee call or canceling the policy.

We have a home warranty issued by Choice Home Warranty. When our dishwasher broke, we submitted a claim and after the tech came and submitted required repairs Choice sent us the email below

"Great News! We have received the diagnosis on your claim. We have determined, the best long-term solution is to replace your Dishwasher. In lieu of replacement, we are offering you funds in the form of Lowe's eGift Cards based on your current system's features and capacity, to select the system of your choice."

Sounds like we are getting a new dishwasher, right, WRONG. Replacement cost of our black stainless steel brand of dishwasher was $932. They offered a take it or leave it offer of $246 which they said was the wholesale cost of a generic dishwasher with our features but not finish or brand. Offered no back up to that claim and no method of rebuttal, literally take it or leave it. Very deceptive and contrary to initial response that it would be replaced

From 10/22 through 12/22 I have been going on the service calls and they invoice portal is horrible to work in. I am supposed to be able to submit invoices for the companies portion of the service call and it gets kicked out. I have submitted invoices for work done on approved jobs. Payed for parts out of pocket. Do not become a vendor for Choice Warranty!

I have a home warranty with choice warranty. The 1st technician they sent to my house came late at night and would not tell me what was going on with my dryer. I asked them to reassign the case. The 2nd technician came told me I needed a computer. When the computer came in. He told me he was not putting it because choice owes him money. I am not sure what I had to do with that but I called choice and he came out and dryer still noy working. Now another technician was called he could not fix it be advised me the wires was cut on my dryer by somebody. Now choice wants to offer me $335 for lowes for a dyer I paid $1100 for. This is not right. They did not take into consideration my gas or coins going to the dryer. This company has beat and I want out my contract and someone to speak to them concerning what they offered me.

Choice Home Warranty authorized me to fix/repair approx 10-15 different claims upon completion of the claims. Choice stole my money. In other words that put a hold on the account and encouraged me to go out on other claims knowing that had no intention of paying me. I am disappointed in how a company can authorize a claim and when time for reimbursement fail to send me my check for completeing the claim. I am in the process of talking with a attorney and also speaking to the department of labor concerning the failure of choice to pay me for work that i did and completed

I had a contract with them from 8/21/2020 to 9/21/2021. DO NOT give them any information as they will continue to bill your account and then ask you to prove you called and cancelled the contract.

They will also tell you they sent you emails which is false. PLEASE DO NOT GIVE THEM ANY information or your money. They will not pay for a claim either.

On or around November 15, 2022, Choice Home Warranty sent the Appliance Repair Services company (their telephone number is [protected]) to our house to evaluate the issue with the heating system. The tech said a part needed to be ordered – then my husband received a text message on November 24, 2022, at 9:45 am from Appliance Repair Services that Dmitrii Brazhkin would come to the home on Thursday, December 8 at 3:00 pm. I called Appliance Repair on the day the technician was to go, and the person from the company said the part is not in. I explained that it had been almost one month, my home was freezing, and I did not understand the delay. The Appliance Repair employee said he would call me back and never did. I contacted Choice Home Warranty, and the first representative hung up the telephone on me (I may have been upset while speaking with him). I called back and spoke with a second representative who apologized for her colleague’s behavior and assured me this would be reported. I notified Choice Home Warranty about my family still waiting for the parts – they reached out to the company and assured me this would be taken care of. Also, I insisted that I speak with Choice Home Warranty’s supervisor and was told someone would call me back. I never received a call. My heat is still off, and my family is wearing stacks of clothing; it is freezing in my home. I contacted Appliance Repair today, December 12, 2022, and the representative, Kate, said she saw that a part was ordered, but did not come in yet, and she could not see any other information. I was making a complaint to the Better Business Bureau, and a message appeared stating to contact the President’s office of Choice Home Warranty, which I did three times, and no one called back. I need my heat fixed since I have a Choice Home warranty contract.

This company violates the federal TCPA law. After you cancel the policy within 30 days this company will not refund your down payment and will continue to bill the monthly payments even after cancellation. I sent a demand letter and they have received it and they have failed to respond to, yet they continue to bill me the monthly charges. People need to be aware that these robo calling companies can be sued for using an automatic dialer and DNC violations. You normally do not need lawyers to do this. The fines the FCC or your own state can levy against these violators is a tremendous amount of $. It's the companies benefit to settle w/ you and if they refuse to respond then just file complaints w/ your state and the FCC. Look up Doc Compton to start to get familiar w/ holding this company liable. Spread the word. Complaints to the AG is next.

I filed a complaint on 11/4/2022 with the BBB complaint # [protected]. Choice Home Warranty responded on 11/7/2022 and offered $700 for the replacement of my refrigerator. I accepted this offer and responded back to the BBB on 11/7/2022. I have not yet received this payment and it was stated that it would be within 30 days of offer. My sister bought a refrigerator for me with the expectation that I would pay her as soon as Choice paid me. Please help me to get the payment as promised by Choice Home Warranty. I attached screen shots of the offer and my acceptance and of when things were received and sent.

We have done several HVAC jobs for Choice and they owe us a total of 7,240 for work that was approved. They are refusing to pay. We had the authorization to perform work and after we did the work they waited the 30 days to pay but they reduced the amounts that was agreed upon to an amount they feel was fit for them to pay. We would have never done any work for them for anything less than what was approved. We also threatened to file lines on customers properties but they said they will fine us 5,000 each customer

I have had Choice for 2 years. Put in my first claim on 11-12-22. I had a drizzle from the faucet on my tub. I Called Choice Home Warranty on Monday [12]. They sent me an email notification on Tuesday saying that the plumber would come between 11-3 on Wednesday [14]. They got there at 3:10; they looked at the problem for about 30 minutes and said they would have to come back on Friday to fix the problem. I text them on Thursday to see why they couldn't come back b4 Friday for a simple problem & I had already given them the $85 fee. They texted back they swing by on Thursday [15th]. They got here at 6:30 & show me stems they were putting into knobs on the tub. Seem to be fine but I notice one of the bases of the knobs was not flat on the tub & seem to turn more than necessary. On Saturday morning at 1:00 AM I decided to take a bath. When I got in the tub I was turning the knob so the base would flatten out; I notice the knob could turn all the way around.

As I turned it the knob came off. I had a rainstorm in my bathroom. The force from the water took the paint off my ceiling & the acoustic, popcorn finish. Water was everywhere. I called my son at 1:10 AM. He got to my house in about 15 minutes & cut the water off from outside. If he had been sleeping I would have had to call the Fire dept. He put the knob back on, but the water was coming out forcefully out of the faucet once the knobs were turned off. So he had to keep the water off. I text them the next day at 10:30 a picture of my ceiling and told them the knob came off & they said they would come by my house. At 4:00 pm they had not arrived so I called them no answer, I text them no answer. From Saturday morning at 1:30 AM I had no water until Monday when a real Plumber had to come & fix the knobs. I had 2 grandchildren, 11 & 12 yrs old staying with me on their thanksgiving break.

I have not been able to talk to anyone at Choice Warranty for 3 weeks. They don't answer the phone & when they do & you say you want to cancel they put you on hold never to come back. I was on another site putting this message out I was giving them 1 star on 4 questions & answered 2 & it rated it as great. That's why there are no negatives against this company. Right now their rating to me is a 1 rating.

Altogether for 2 yrs, I have paid $1320 + $85 fee + $225 [real plumber] = $1630. I also had to clean up my flooded bathroom & have to repair my ceiling. They suppose to save you money, not cost you more money.

Claim [protected] policy [protected]

N sept 2022 I filed a claim with choice home warranty for a water leak from the upstairs toilet to my downstairs bathroom they sent out panthers plumbing [protected]). I paid the required $85 fee, to panthers. I stayed in contact with panthers plumbing for over a month. panthers sent me a text message saying choice had not approved the repair. I contacted choice they said they had approved the repair I maintained contact with panthers. after another month choice set a repair appoint for dec 5th 7-11 am I messaged panthers and asked for a time change from 9 to 12. I received a text message from panthers stating that was acceptable. I text messaged panthers on dec 5th and also called them to ensure they were coming out I called them about 5 times no return call no show. I contacted choice customer service. choice conveyed to me that the technicians car had broken down, they could assign another technician but I would need to pay an additional $85 fee. I asked customer service to transfer me to customer resolution I was again told I would be required to pay another $85 later in the conversation I was offered $65 I told customer resolution that I would not pay another4 fee and that I would be contacting better business bureau to get help in resolving this matter

I am a service provider in NEVADA who did work for Choice Home Warranty.I recently have been told my account was closed and would have to wait a min of 180 days for payment, because reassignment rate : the work order reassigned were wrongly dipatched (example they assigned an HVAC cleaning to me as a plumber).

No notification or anything! How and why do they hold payment for job done long tie ago.

I completed 8 work orders submitted for payment and after 3 months of calling and being told that either : they are veryfing invoices, check is in the mail etc.

NOT RECOMEND DOING WORK FOR THIS WARRANTY COMPANY OR BECOMING A CUSTOMER.

I have been trying to get payment from work I have completed. And I keep getting the run around. I have sent several emails to Jim Mostofi, Victor M and others to get no response. We have a contract signed that they owe me but claim it is an IT issue and they are working on it. If you are in Texas please inform the Texas Attorney General and file a complaint.

I have had three (3) properties, policy #’s [protected], [protected] and [protected] covered with CHW for several years and unfortunately, I have absolutely nothing good to say about this company! On multiple occasions I have contacted CHW to file claims on covered items only to be told that the services would NOT be covered!

In October 2022, I contacted CHW to cancel my policies after yet again being told that a service was not covered. On 10/8 I spoke with a resolution representative A Moise, and during this conversation I was informed that my most recent claim was in fact approved to be covered; however, the company, Diamond Garage Doors and Openers, that had been dispatched to my home advised otherwise and charged me the total cost of the repair of $285.00. Ms Moise stated that under the circumstances she could refund me $150.00 as a courtesy; however, if I canceled the third policy that I would not be able to receive a refund of $150.00. When I expressed how absurd this was Ms Moise stated “you should have contacted us to question why my claim was being denied”. She further stated, “had you called we would have told you that it was covered and dispatched another vendor”. What? So, it’s my fault that I can’t trust that the company with whom I’m doing business to do business with reputable contractors? WOW!

I was informed that it would take approximately 3 weeks to receive this refund check. At that time, I questioned what would happen if I didn’t receive the check prior to the next bank draft on November 1st. The representative informed me that I would indeed have the check prior to the next billing and that “I would need to contact CHW prior to Nov 1 to cancel the policy”. As I’d suspected, I did not receive the refund check until after November 1st, in fact, the date on the check was November 1, 2022 and I was again subject to a bank draft.

On today, November 29, 2022 I contacted CHW to cancel the last active policy and to request a refund for the premium that I was charged. I spoke with a resolution manager named LaPorsha who’s tone I found extremely rude and was advised that a refund was not due to me because I’d had coverage for the entire month of November (even though no claims had been filed) and “that it was my fault because I opted to keep the policy active while awaiting the refund check”. Again, a courtesy refund for a fraudulent act that YOUR contractor committed. When I asked LaPorsha to speak with her management she advised me that she was a resolution manager and there was no one above her!

After speaking with two different individuals, I can only assume that it is the practice of CHW to blame the policy holder for not following up when claims are denied, for expecting to be compensated when situations are outside of their control and for not watching the calendar and the mail delivery! This is ridiculous, and not only will I never do business with you, but I will also be filing a complaint with the Better Business Bureau and leaving reviews on every platform that I can to ensure others don’t utilize your terrible services either! George Forman and all other notable celebrities should be ashamed to endorse such a company!

I have already had a technician from a company come out they indicated when he purged the line noticed that the boiler gauge was Opsi, auto feed was stuck closed. Started to fill the boiler when water started coming from the side of the chamber itself. Pulled the cover and found section of the gasket leaking. I have reached out to Choice Home Warranty on November 21, 2022 to date I have not had a response from Choice other than to say they are trying to get a technician. I tried the reimbursement method but that is too complicated, and it can take thirty days for reimbursement.

June of 2022 contacted Choice to request assistance to above listed item due to system not cooling. T-N-T Air Conditioning, LLC was sent out. Diagnosed unit as having a leak in the evaporator coil. I was informed by Choice that item was not covered due to it being under warranty, therefore, I paid the vendor $1, 128.96 for labor and refrigerant. November 2022 a claimed was filed with choice due to the same unit not heating. Another vendor was sent. Technician stated that the evaporator coil that was replaced in June was leaking and needed to be replaced. (Vendor-Prattville Heating and Air) Was informed this morning by Choice Case Manager Jean that this claimed was denied as per my policy.

While I am aware that the unit warranty caused the denial, I am requesting special consideration due to the Vendors are selected and approved by Choice and rely on their expertise to complete work properly. I was hoping to contact Choice and have them informed me that they would follow up with both vendors to confirmed appropriateness of completed work.

I am a widowed 74-year-old cancer patient currently taking chemotherapy. I am trying desperately not to CONTRACT COVID, PNEUMONIA OR ANY OTHER RESPERATORY CONDITION. My home has been without heat since November 20th. This has caused me to have to leave my home 2-3 nights so I would not be in a cold drafty home.

If my case could be re-considered on an individual basis, I would be grateful. I am not in a position to pay another. $1, 128.96 to for the same repair within a 6-month time span. I have been a loyal customer for several years and as stated earlier, I depended on Choice to refer reputable vendors that stand behind their work.

Paid technician $85 to come and look at water heater to determine what I already knew needed to be replaced was manufactured 1989

Now choice home warranty is saying need to pay an additional $220 for modifications to water lines. The water lines are stiff copper pipes and all technician will do is cut lines off heater and most likely use pec tubing or some other flexible tubing and remove hard piped gas line and install a flex line also. All of the disconnects have to be performed to replace heater and by using flex lines instead f hard pipe reduces installation time. I asked manager for Choice what are they paying for the installation and was refused that answer. I want to know what is being paid since I have to come out of pocket $305 ! I know how to replace water heaters I have done plumbing work for over 40 years starting in 1980 with my dad’s company and at one time had a journeyman’s license, but at this time could not perform install due to recent back surgery

Since October 2022 I have experienced trouble with my washer which is covered with Choice Home warranty. On October 27, they sent a tech who worked on the washer for 45 minutes, but after a few times it went back to not completing it's full cycles. I sent in another claim and another tech came and worked on the unit for another 45 minutes, but after a few washings, the same problem. Since our washer isn't working we are being quite inconvienced. So since November 20, I have been trying to reach Choice and offer a solution, I will pay half for a new washer. This is still my offer, but it would help if they would get back with me.