Choice Home Warranty
reviews and complaints

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.

I filed a claim with Choice Home Warranty. I was told it was not all going to be covered because the costs were astronomical, on a weekend and because toilet removal is not included in our coverage. Our coverage is not based on whether or not the service repair man we choose would be ASTRONOMICAL. That is the most unprofessional thing to state. The next issue is not being covered on a weekend. That is what supplemental insurance is intended for. The exclude more than they cover. The state in the policy more of what they cover & less of what they don’t. I argued that this claim should be covered. The agreed to pay me 80.00. I was told I would receive within 30 biz days. I later cancelled my policy. I never received money. I called on 10/25/2012 to inquire about this payment as it has been well over 30 biz days. I was told I would not be receiving my 80.00 because I cancelled my policy. I told them my policy was cancelled after I filed. I was placed on hold and was hung up on. I called back and was placed on hold and later was told my contract states I can’t cancel my policy unless I been with company for a year. I was told because I did cancel there was a fee but they waived the fee. My issue is I filed my claim before I cancelled policy. This has nothing to do with contract term dates.

This company are crocks, and will not approve claims if they approve it guess who pays there contractor or vendors we are a plus contractor in texas, those guys did same thing to us we condemned 22 year old condenser tripping breakers, they send some of there fouls to fix it, and then they put us on hold, they owe us over 4000 $, I send them to my lawyer, if you want to get your money we can join hands and sue them and prevent them from scamming more people and. Vendors (for consumers if they tell you your coil has rust guess what will not be covered, if you don't have maintaince records guess what declined even if they been serviced, guess what if your filter dont have date your part rusty, will not be covered (if you complain they will literally tell you go screw your self, what kind customer service is that,) guess what if you receive lean letter for your house (we are sorry for that, but we didn't get paid, this tells you how crocks those companies will not pay vendors for work been done) scammers fraud, we need good lawyer to nail them and soon I will, I don't care how much it cost because they shouldn't be in business, people we have to stop them

We are a plumbing company who have been sub-contracting with this warranty company for two years. They are very rude to talk to, we have to fight tooth and nail to get our money. Just recently a link on our contractor site for invoicing was removed. When we called these people, we were put on permanent hold, hung up on and spoken to rudely to find out why we have not received money on current outstanding invoices only to be told that "our site was under review." When asked why, we were told because it was for "shabby" work performed. We are an "A" rated plumbing company located in our state and have only good reviews from our customers. We have over 27 years in the industry. This company owes us a substantial amount and when we threatened to pursue legal action, we were told to "go ahead." Contractors beware of this so-called "reputable warranty company." Owner

Not only this company claim everything you wanted to repair are wear and tear, hence pre existing condition they do not pay for, but they insult you as stupid and disgusting. It is the worst company you can imagine, take your money and laugh at your stupidity for choosing them.

When I decided to rent my house, I went shopping for Home Warranty Services to protect me and to keep my tenants happy. I decided to go with Choice Home Warranty services and paid for the entire year. 4 months in, my tenants call and tell me the freezer portion of the fridge is dead. I had them to contact Choice Home Warranty Services. A contractor was dispatched but the part he put on the fridge didn't fix the problem. My tenant said that the next day not only was the freezer dead but now the fridge isn't cold. I was diligent and called the tech for updates over a 2 day period. He and his call manager told me, on day 3 of the issue remaining unresolved, that if the replacement part didn't fix the issue, it meant the compressor was gone and a new refrigerator needed to be ordered. I said please do what you can to get the claim updated so that I can tell my tenants when to expect the issue to be resolved. A few hours later i called Choice, not the contractor, and brought them up to speed. I was waiting on someone to tell me when the refrigerator would either be fixed or replaced because my tenants deserved to know how long they would be without a fridge. The customer service person said, the sooner we can speak with the technician, the sooner we can get your claim into the system. Two hours later, I get a call telling me that the refrigerator was leaking water and leaks aren't covered by my warranty. "Leaks"? There were no leaks, but how did a busted freezer turn into a leak? I said, "Wow1" My first claim and this is what I can expect? All I got from Choice was a guy from their service department holding a microscope reading the fine print of a contract. That isn't what they were selling when I was comparison shopping for warranty services. my very first request for help and I have to call SEARS for service because Choice told me my refrigerator isn't their problem. Wow.

The worst home warranty company. My AC broke down. Their technician came and found out that there was a problem with the evaporation coil and he also mentioned that it needed to be replaced since it was not repairable. The tech said that they'll order it for me and then he'll come and fix it. To his and my surprise the company denied the claim statin that the tech said that it was due to corrosion. The tech refused to have seen any corrosion. The tech again called to inform that it was not corrosion and they told their own tech that they don't need to hear anything from him. They mentioned corrosion on their own. The tech was surprised that they have denied the claim. He said most companies immediately order this part once he reports, but they are the first ones to refuse. When you call them they treat you rudely and everyone out there make fun of your problem and laugh out loud. Even the technician was suprised to have been treated by them badly. I don't know what to do. I'm still fighting. Made a big mistake by signing up with them. Can anyone help?