Choice Home Warranty
reviews and complaints

Choice Home Warranty,

Policy #: [protected]

Claim #: [protected]

In your diagnosis of my claim (#[protected]), you determined that the best long-term solution is to replace my Oven Stove Cooktop. In lieu of replacement, you offered a Lowe’s eGift Cards based on my current system’s features and capacity to select the system of my choice. The amount of your offer, $338.00, doesn’t begin to cover a similar replacement stove from Lowe’s.

The stove (Kenmore PRO 36-Inch Self-Clean Dual-Fuel Range 22-79623 – Stainless), along with the other appliances, came with the purchase of my home in 2011. Please refer to the attached files for additional information on my stove.

Wiley C Lewis

540 County Road 648

Dayton, TX 77535

Phone: [protected]

Email: [protected]@att.net

We are an HVAC company. We went out on a call for Choice Home Warranty. We discovered that the blower motor was bad and received authorization to replace the motor. Once the motor was replaced, we discovered (which we could not have done without replacing the blower motor) that the condenser had gone bad as well. We contacted CHW and explained the situation. Cost to replace the condenser would be $2400 or at this point they could replace the system. CHW decided that they would rather replace the system due to its age. We replaced the system and they paid their portion. However, after we deducted the cost for the blower motor, we have been trying for months to collect for the labor to install the blower motor. They said as it did not fix the problem, they will not pay us. We are out $265.

All claims take forever to be paid and 90% of the time they will not pay the total amount do. You will spend hours on the phone trying to get paid.

Thanks to them, we will NEVER do business with a home warranty company again. BEWARE!

On 18 Jul 23, a CHW Technician Bonnets Appliance Repairs came out to checkout my Kenmore Pro Dual Fuel Range (Claim #: [protected]) and my Kenmore Elite Microwave / Convection Oven (Claim #: [protected].) He repaired the microwave, but he said that he wasn’t qualified on the Kenmore Pro Dual Fuel Range. We were charged $170.00 as a service charge although he wasn’t qualified to repair the Kenmore Pro Dual Fuel Range. Today we were charged an addition $85.00 service charge by the qualified Sears technician to checkout the Kenmore Elite Microwave / Convection Oven.

AC failed on July 10, 2023, it is now July 20 and still no technicians have been assigned. They want us to get our own technician and pay out of pocket. Keep telling me that they escalated the claim and we should have one within 24-48 hours. Now they will probably say it's denied for some stupid [censored] reason. I don't trust them. The unit was working perfectly fine up until then!

I have been trying to get my air condition unit repaired since 7/3/2023. The AC company they sent to repair was trying to get business of his company. He was trying to sell me his air condition unit for $7000. He sent pictures of an AC unit that wasn't mine and false information on what caused my AC unit to fail. I requested for Choice Warranty to send someone else out, they refused. They denied my claim and asked for an appeal. I got estimate from another AC certified company who's estimate shows, I do not need a new unit but only a compressor. After days of trying to contact my case manager who's voicemail was disabled and he never answered my email, On 7/12/23. I spoke to Case Manger Brandon Foote. I send him a copy of the estimate from the AC company, I hired and a picture of my AC Unit. He never called or sent an email with an update on the status of my air conditioner being repaired. I called back on 7/19/23 and someone named John was impersonating my case worker and once I acknowledge to him the call was being recorded. He then Identify himself on who he was and stated there was no one higher than the case manager and he was not sending anyone else out for a 2nd opinion.

Customer # [protected] I have not received a CHW authorized service provider to repair/replace my tankless gas water heater after 20 days of waiting. I have not had my whirlpool jets tub repaired after an electrician sent out & paid over 9 months ago. I have not got a working dishwasher since 11-25-2022. Tech. came out 7-06-23. Not yet repaired/replaced! I am having ongoing problems with my gas range/oven which has been serviced under CHW 3 times prior to now. last visit from electrician for stove circuit replacement said the stove needed to be replaced !

Been given the run around for plumbing claims. Almost a month now both my toilet and kitchen faucet if not fixed. Toilet is still leaking and the part for the faucet never delivered.

No one came tell me the truth about the claim. Service technicians don’t know what they are doing. And choice warranty close the claims and I am so frustrated with the customer service call center, they are not doing their jobs.

Submitted claim to Choice Home Warranty for a broken A/C on 06.16.2023. I received an email notification of an 06.30.2023 appointment. On that date no one showed up. Eventually I found an email sent on evening of 06.29.2023 cancelling appointment. After waiting 14 days and the temperature quite often over 100 degrees I decided to expedite matters by calling and telling you that I do not choose to find a local repairman. The person I spoke with said I would hear from you within 24-48 hours with a new appointment. This did not happen. After 11 more days I called again. This time I asked to speak to a manager. Eventually I spoke to Lindsay who told me they were looking for a repairman in my area and that I should work with them. I am in the middle ofa heat wave and have been without A/C for at least a month. My question is...if you don't have repairmen in this area why are you selling insurance here?

I've been with Choice Home Warranty since 2021. All was good until my air conditioner went out. Instead of repairing the leaking coil they just kept on sending out service techs to put more freon in (each service call cost me $65). It recently got to the point where the recharge would only last a few days. My wife and I are in our 70's and we have had no AC for almost a month now. The one company they authorized to do the repair did such shoddy work and wanted to charge us almost $3000.00 for extra work they said the system needed that we refused to use them. Now Choice just keeps blowing us off. they have been non-responsive. Since I live in Arizona, I contacted the Attorney General's office who confirmed that Choice is being sued by them. I also found out that the EPA requires that AC units must be repaired if the recharge exceeds 10% of the freon capacity. My unit holds 22 pounds of freon. Since May of 2022 they have allowed over 30 pounds of freon to be added to my leaking system. Choice is not the right choice.

Water heater quit working June 23, filed claim June 24, finally had tech scheduled for June 28. Claim denied June 29 because tech diagnosed.it as an irreparable leak from tank. Requested review because there was no leak from tank as gas and temp control assembly was defective. Both claim manager and I could not make contact with vendor. Tank held water and no leaks. After 13 days and one claim manager said we could get it fixed and submit new diagnosis and invoice. Claim still denied based on original wrong diagnosis and nothing they could do. Contacted other vendors and no one wants to work for Choice. I wonder why. Goodbye Choice.

So, on June 5,2023 I summit a claim for my freeze. It was starting to melt and running all time. They found someone to work on it right away. But when he tried to summit claim into the portal it wouldn't allow him to access the portal. He called them and they gave him a code to access the portal, but it didn't work.

I wait about 10 days and called them, and they said they hadn't heard from him, but he had tried to contract them. so instead they open new claim and i still haven't heard from them. In mean time the freeze without and i lost about 800.00 dollars in meat. Every time I call them, I get told that it takes time to find someone to do it. So, 40 days later I am still waiting for the help that their warranty promise.

Absolute scam of a company. They don't pay their vendor technicians, and after receiving the runaround for months we've randomly been deactivated for 'performance issues'. We are the top rated electrician in the area and have never been notified of any performance issues. It's clear they just wanted to get rid of us, so we've been deactivated and still, no payment. They're doing everything they can to alienate their vendors, including shutting down the phone lines so you can literally never get a hold of anyone for help, only use their janky Rely portal that also gives you the runaround. If you are a contractor, DO NOT work for these guys, you will be scammed and lose money.

My company did work for CHW a few years ago. After getting approval to complete work orders, and after billing CHW, the invoices remain unpaid. I messaged for over a year and the response I got was always the same- it will be paid, it takes time. So we stopped doing work for them, then I was told I had to wait 60 days for payment. When the 60 days was up they removed my access to the portal and I still haven’t been paid! I paid my workers, bought the parts and they won’t pay me.

Choice home warranty (Chw) assigned a repairman to my home to fix a bar fridge that wasn’t cooling. Repairman came and collected $75 up front. His diagnosis was “I don’t know why it’s not cooling.” Then he left. Called chw who told me it wasn’t covered under warranty and that it’s my responsibility to know what’s covered. I wrote a letter to the ceo to complain, who never responded. I’m in the market to renew in a few months but chw is not an option, nor do I recommend them. At least with American home warranty the would tell me up front if something was not covered.

On July 1, 2023, my tankless water heater stopped working. The company scheduled did not show and it is now July 8th and it still has not been repaired. Choice keeps sending me apology emails but has not fulfilled the contract terms for repairing the water heater. If they are aware that we still do not have hot water, why have they not taken the action needed to find a technician.

WE had guests staying over with small children just after it stopped working. If they cannot deliver technicians in a reasonable time frame it is time to do more than just apologizing.

I have twice tried to schedule an appointment for service and both times they just left me hanging. the first time it was during an ice storm in Texas and our hot water pipe broke they never sent anyone out. The only email I received was that they were trying to set up an appointment. I ended up having to find my own plumber and after a lot of arguing they reimbursed me half of the cost. This time it was my air conditioner, same thing sent email saying basically they were working on it. Finally got a hold of a manager after many arguments with representatives and and she had an appointment set up for 07/05/2023 between 11:00am and 3:00 pm. The service man never came. When I contacted him he said he wasn't aware of it and that Choice warranty kept setting up appointments with them without even checking with them and he basically doesn't do work for them anymore because of this. This company is a damn SCAM!

On April 21 2023 I put in a claim for my Air conditioner to be repaired. As of this date July 1st, 2023 I have not had my Air conditioner repaired. I am getting a runaround and the same promise. "You will hear from us in the next 24 to 48 hr. with repair information." "It will be either by email or phone call". I have had to call and check each week myself and all I get is the same run around.

Two going on three months is not what was promised to me when I signed up for this service nor when I put the repair request in. They have been unable to find a service that will come out to my house. It is unreasonable for me to keep paying for a service I AM NOT GETTING. I have asked several times for all my money to be returned to me because service was and is not being provided. they say well you can use the service on other items. If you can't get the first request, why would you think I would put in additional repairs? I don't have anything else that needs repairs. They have offered me to find someone to do the work and they will reimburse me. However, if they will not pay the company to come out and do the work. why should I pay for the repair and not get my money back or not all that it cost to repair or replace it? However, I see they are still charging me each month for the service. I have already paid for a service fee and they did not send the repair person but are also telling me if I get a repair person myself, I will have again to pay the service fee. If I was going to have to pay and, fine and get the job done myself, what am I paying the Choice home warranty company for? Not a satisfied customer if I do not get a resolution soon, I will be contacting The better businesses about this service.

The request is now going on soon 90 days with no service.

I have been a long-time customer of Choice. At the time I made my purchase I subscribed to a multi-year plan and was told all my appliances, etc my second refrigerator and standalone freezer were covered. I know had the misfortune of having my 2nd refrigerator go out. They sent someone to repair, but it took a week... I didn't get upset because it was the second. Then 3 weeks later my primary refrigerator went out...I called in the claim...Had to wait almost 7 days for a tech to come out. Called in on Sat had a tech out on Friday. The tech diagnosed the issue incorrectly told me to give it 24 hours and it should be cooling. After that 24 hour when it still was not cooling, I contacted Choice and they stated they would re-call the tech at no additional charge to me. I had to however get in touch with the technician and let him know the repair did not work. I contacted the tech and he said then I will put in that you need a new compressor instead of the freon issue i told you it was. The next thing I know I received an e-mail stating that my claim was denied because my policy didn't cover a second refrigerator. After I calmed down, I contacted the service center and they said I needed to file an appeal and someone would contact me... Here goes another week...From a customer perspective, if a second refrigerator is not covered, why was the claim accepted and had to pay someone 85 for a claim that should never have been allowed. I could have contacted another company to fix my refrigerator and get better service. When speaking to the case manger the conversation went south quickly, she did not understand my complaint and stance that I should at least be refunded the $85 fee. She showed me in the contract that second refrigerators/standalone freezers etc. were not covered unlike what I was told when I purchased. I have to take some responsibility because I did not go through the contract with a fine-tooth comb. But at minimum I felt I should have been refunded the service fee because the claim should have been denied upfront. But in true capitalistic form, I was told, that fee in non-refundable. I will never do business with choice again and would tell anyone to stay away from them as well. go with a warranty company with no affiliation and that has a better reputation.

5/7/23 - outside faucet began leaking, not a drip but a full blown leak.

5/8/23 - files a request for repair with Choice Home Warranty

5/9/23 - received an email from Choice Home Warranty that they could not find a technician in our area, that we could find our own plumber, so we accepted this option.

5/10/23 - received email from Choice Home Warranty how to process the claim

5/11/23 - repair was complete by local plumber that we had to find, (mind you we had a leak, not a drip now going on for 4 days) the ground was soaked not to mention all the water that was wasted we still have to pay for) this repair was paid w/cash at the time of service. I spoke to Charlie at CHW about this being done prior to approval by CHW and he assured me that it would not be an issue and that we would be reimbursed all but the $85.00 minus the service fee. AND WHY ... are they not reimbursing the $85.00 fee, cause we did all the upfront work too!

5/15/23 - Uploaded a copy of the receipt from plumber to CHW, where is clearly showed paid by cash.

5/15/23 - Received an email from CHW that our claim has been denied due to not having prior approval before completing the work. REALLY?!? we have a leak and have to find our own plumber!

5/15/23 - requested a claim review

5/23/23 - received an email from CHW that our claim had been approved for the 217.06, that we needed to upload the document, which they already had! 6/22/23 - Since I had not heard anything more from CHW I reached out through the website to follow up on the claim and uploaded the document again, nothing.

6/26/23 - Submitted another inquiry regarding the claim, nothing

6/28/23 - Finally called them... (spoke to a person who is very hard to understand with their broken English) only for her to tell me that the refund was finally approved on 6/22/23, after I again sent a copy of the same document that they already had and knew how much to refund from. And that now it will be 30 days from 6/22/23 for the check to be processed.

From this experience and from what I have been told from people who have CHW, this company does whatever they can to NOT pay a claim! At this point, I think this is not a service that I will continue to use. AFTER I get the refund, I will be canceling this service.