Choice Home Warranty
reviews and complaints

I recently had a leak in one of the cold water pipes running across the ceiling in my main bathroom. Called Choice Home Warranty and 24 hours later I was contacted by a service man. He removed a 2' X 2' section of sheetrock (soggy through and through), located the pin hole leak in the copper tubing, cut out a section and used a "shark" connector to connect the two pieces. Problem fixed. The next day, I received a call from Choice Home Warranty telling me the leak was not covered as it was behind an obstructed ceiling (i.e. sheetrock). Their warranty says, "Note: HWA will provide access to plumbing systems through unobstructed walls, ceilings or floors, only and will return the access opening to rough finish condition."
I read them the warranty and asked how this wasn't covered. The first person I talked to said they don't cover obstructed walls or ceilings. I stated that the ceiling was not obstructed, the pipe was behind sheetrock. An obstructed wall would be like, for example, a bookcase in front of the sheetrock, and that in excess of 99% of all plumbing is behind sheetrock in any home. She said there would have to be a hole there first for it to be covered.n Obviously, I was incredulous about that answer. I then asked her why they would cover the repair to the sheetrock 'access' opening to a rough finish condition if it was already open? She didn't have an answer for that. I then asked for a supervisor and was connected to "Arkim" (first name only). He basically repeated what the first woman had said, and that I "wasn't reading the warranty correct(ly)." I then asked to speak to his supervisor and his response was "There is no one above me you can talk with." I would WARN anyone interested in using Choice Home Warranty about this experience. The warranty says what it says, not what the Choice employees (in their infinite wisdom) choose to interpret it saying. An "unobstructed wall" is NOT the same thing as an "unobstructed water pipe".

Do not buy choice home warranty! Choice home warranty is a poorly run company and doesn't deliver on its promises. Our air conditioner quit working and they assigned a service provider to come out to our house. When we called to make an appointment, the service provider hadn't heard of choice. When we did get a technician out, he diagnosed the problem, it took some time to get approved by choice, then he repaired the motor.in checking the motor once it was installed, the compressor burned out. Choice won't pay for that because it was not diagnosed on the first call. When we have called choice to try and get clarity, or try and get responses for approvals, we had to wait on the phone for hours. During the time on hold, you listen to a running conversation about how choice provides a quality customer experience. Yesterday I timed my wait time; when I initially called, the recording said I had to wait 36 minutes (Quality customer service?). I actually talked to someone 1 hour, 3 minutes & 13 seconds later. At which time, my claim was denied. They had sent me an email asking to call about my claim - they couldn't say in an email that the claim was denied? Also, you cannot talk to anyone to complain unless you are put back into the phone tree and wait up to an hour to talk to someone who can't help anyway. They do not provide any customer service! The company obviously doesn't want to hear complaints.

I purchased a home warranty policy for a year in July, 2015. My air conditioning unit was not cooling the house. I was told I had a leak and needed coolant. Technician had to get approval to inject coolant. I had to pay myself for the die pack test to trace the leak. Technician reported the coil needed replacing and as that part is no longer manufactured, recommendation was made to replace the entire coil section. This is an older unit but has been well maintained for the 3 years I have owned the home and was found in good condition 3 years ago when I had the home inspected. Choice is denying any responsibility for this claim due to rust and corrosion. That is not what the technician reported - the unit is from 1995. However the company claims in their advertising "peace of mind" coverage and age of appliance is not a factor. Until you try to get them to cover something that breaks down due to normal wear and tear!

Had no AC called Tuesday and repairman wouldn't arrive til Friday. I asked if there was another company we could call as I have asthma, no other name was given to me. On Friday he diagnosed problem and put in claim. I called company and asked what was covered for AC problems. The reason I called was they had never sent me a policy despite 5 phone calls requesting one. I was told Coil, Condenser, and Freon is covered. According to repairman it was a Coil and Freon problem. Needed authorization which would be given to repairman to do job as per one of my lengthy, useless phone calls to this company. I wasn't informed what was happening so I then called Saturday and was told the claim was denied, when were they gonna let me know? Mind you I had already been told that what was wrong was covered but another previous call. So I asked to speak to a supervisor and was told there wasn't one, after much discussion I was given to the super. Bottom line they were useless as well and must call Monday. At this point the temp in my home is 89 degrees . I call Monday and speak with the claims manager who said she would get the coil and would let me know. Called 2 more times before she told me 14 minutes before repair was to be done that yet again I was lied to and they would only be giving me $300(coil is $750). Mind you temp in house is now 92 degrees. And accept it or not that's all she's offering despite what she told me in AM call cause this is an uncovered claim and she's only doing this as a gesture of good faith?Meanwhile in my countless hours on hold I had to keep hearing how all things breakdown and let CHW give you peace of mind HAAHAHA. I felt lied to and ripped off and when I tried to cancel policy was told they don't owe me anything for the 6 weeks left cause there's a$50
cancellation fee!By the way have you received the policy in the mail cause I haven't but then again they only had ten months to mail it!
I can only assume the chemical plants in NJ are affecting the way this company pretends to do business. Very toxic!

I had another home warranty with 2-10. I was happy with them, but my year was about up and I found cheaper rate with CHW. On 7/1 my dishwasher began to pour water out of the bottom. I immediately called CHW. A repairman did not come out till 7/7. He said the water intake valve had gone bad. "It just happens sometimes", he said. Said he'd be back Monday 7 / 11 to fix. Monday came with no repairman or calls. After many hour long on holds, I was told problem was "preexisting". Really? The entire sales pitch is how you don't need a home inspection... doesn't matter how old your home or appliances are... bullcrap. I have had no lapse in coverage and a leaking dishwasher should definitely be covered. This company is a scam. Any appliance that goes bad could be lumped into a "preexisting " category.

I have two homes covered under the Choice Home Warranty Agreements. They have been running me around in circles regarding a roof coverage issue for over two months. I have called them practically everyday for two months experiencing long hold times for up to an hour and a half. Average hold time has been from 30 to 45 minutes. I have filed other claims where every claim has been denied. I would not recommend anyone to take out the home warranty coverage with this company. My experience has been they are a scam. Feel free to contact me if you would like additional information. My existing roof claim is still in process for going on two months. [protected]@att.net

I paid two years due without calling for any service. Last month (June, 2016), my air conditioning is not cooling down the house, instead the temperature is rising on the thermostat. I filed a claim to Choice Home. 3 days later they send an email notify me to call the specific technician. The technician checked and found out the Freon is low and the coil freezes. Choice Home consider that as maintenance and so was not cover. Ok, that's fine. I paid out of my own pocket and refilled the Freon and put the leak stop. A week later, I noticed the outside compressor never stop running even though the fan is off when it reached the set temperature. I filed another claim, and they requested to see the repair which I email to them. Meanwhile I waited and waited and hear nothing back from them. So I called and much waiting later, I talked to a supervisor. She said she will send a work order out and an email to me to call the company they picked. 2 days later, still no email. Meanwhile, the air conditioner had been running non stop for the last 2 weeks! Today is Friday, tomorrow is fourth of July long weekend. So I decided to call them. To talk to the supervisor the first wait time was 113 mins! I turned on phone speaker and let it on while doing my chaos. Guess what! After almost an hour of waiting. The line just went dead! I called the second time, waited 10 minutes to speak to a rep. I have ran out of patience by now, I requested to speak to supervisor. She connected me but it said the wait time is 103 mins! Again, over an hour! Really? This is the worst Home Warranty company! I hope consumer read all the reviews here before making their decision to choose Choice Home!

My heat pump stopped working on Father's day 2016. I called CHW to file a claim as heat pumps are covered in their policy. After many denials I got fed up. Not only did they find ridiculous reasons for denial (I had semi-annual service performed regularly) but the last call the lady told me the HVAC person they sent said the failure was due to over heating and excessive amperage. I called the HVAC guy and he said he never said that and they were "throwing him under the bus". Now I have to pay $6900 to replace the heat pump out of my pocket. I just canceled my policy with CHW

I live in Texas where it is very hot. My a/c went out and it took them 3 days to send someone out. The repair guy said it was my compressor and compositor and I will need a new unit. After calling several times begging them and I was even told by a rude customer service rep that they are a warranty company not a emergency company. I told her I have a new born baby and a 6 year old at home and the director of escalations told me not his problem claim denied due to my error that it was my fault and I would have to submit 3 years of maintenance records to prove it was not my fault even after there on repair man said it was not my fault nothing I did caused this. I am complaining to everyone and try to get enough people together for a class action law suit they cannot do this to anyone else...I am still without air...begging this heartless company to honor there promise to cover my a/c.

I am selling my house and my home inspection showed many mostly minor things. I called them and get a very rude and hard to understand woman on the phone. They will send someone out to check out the AC but they said no on every other thing I mentioned. They asked if I had looked at my book but I don't remember ever getting a book. I unfortunately paid for a five year plan. I won't be recommending them to anyone for sure. I tend to trust the people that I know to fix things in my house but thought this would be financially helpful but I was wrong, wrong, wrong.

And, now, to make things worse, the number I called that they sent me for AC repair got someone who had nothing to do with air conditioning repair.

Run, don't walk away. If you are looking for a Home Warranty, go elsewhere. I gave them a 1 because negative numbers weren't available. A/C unit broke. They won't repair due to "lack of maintenance." The company that THEY sent out said that lack of maintenance wasn't a problem. I do maintain my unit just don't have documentation. There was a $780, 000 judgement against them for these same unsavory business practices. It's a common theme with them. It would be a great company to go with if you have extra money you don't want and don't file a claim for a big ticket item. It's what they do. Look at the judgement at New Jersey Division of Consumer of affairs.

claim #[protected] My name is Trenton Roach
on 6-16-16 I notified Mr.Aamir Nagaria of our home a/c unit not cooling. I am currently owner of the home, but he purchased this company for me
and put it in both of our names. The property is located at 16822 britford
Houston tx. 77084. This property was built in 1994, and the rheem unit
placed in it was placed in it at that time making this unit 22 years old. I personally have been in the home three years, and was told by several a/c professionals that this unit has far exceeded its life expectancy.
Once the contracted person finished checking everything, he discovered
the mother board was bad and the compressor as well. The technician
advised choice warranty personell and sent pictures of the unit to them
on 6-16-16. The decision was made that this 22year old unit was not properly maintained. I called the company and spoke with two people
and I asked to speak with whoever was in charge.
This search for more help lead me to someone who said he was allen cooper and his emp# was 8254. I explained to him it is appalling to me
how a company can easily take our money and not deliver when we need
them MOST! This individual sounded like he was younger and had never
experienced life. Not satisfied with his rationale I asked for the next person in line and he informed me that he would NOT and that it was not company policy but his.
I want to say as I type this, it is currently 94 degrees in this house and we have three infants. It is a shame that common sense is thrown out he window for money, which you gladly took, and by the way mr cooper enjoyed stating I could not get a refund but I could cancel.
Iwant you to know I am a retired fire fighter paramedic and I truly do not
know how some can sleep at night knowing they could have made a difference and didn't. WE did know such thing!

Subject: unfair treatment to my claim

Claim #[protected]
Date: 05/06/16
Problem:Front burners giving issues, not working properly

Dear Sir/ Madam,

I filed this claim more than 40 days ago, I am totally frustrated .

Technician visited 3 times after calling multiple times to Claims dept. of Choice and technician from MIRA HOME REPAIRS.

Different Diagnosis at each visit
1) After 1st visit Coil need to be replaced.
2) After 2nd Visit regulator need to be replaced.
3) After 3rd Visit Glass has scratches from inside.

So the final diagnosis from him after so many visits that Glass has scratches from inside. I fail to understand how come glass of cook top has scratches from inside. So he said you cannot view your coil working or not.

Before his visit it was working sometime and after his visits, the outer rings of the coil completely stopped working.

And claims department is not ready to listen and stating that glass is not covered under warranty policy.

As per my view:
The technician is not capable to fix the issue and he knows glass is not covered and Choice will close the issue.

Choice claim department should understand there is no role of glass to flame the coil partially. If in case there is role of glass then it should complete stopped working not only outer circle why inner circle is working properly.

On May 29th, my Washer (LG Front Load) was not getting any power and I report it to Choice for repair. They assign Enterprise to do the repair. During the initial check, Enterprise discovered that I needed a new circuit board and was told that they will order the parts and notify Choice. On June 13, I spoke to a Choice Claim Representative and was told that I am being a offered cash in the amount of $300+ instead of repairing my washer. I told the representative that my washer is an LG front loader and will cost around $1200 to replaced. But she explained that as per Choice Warranty Agreement, F.16, they have the right to offer cash back in lieu of reapir or replacement. I asked how much would the repair cost and was told $403. But if I choose repair, then the washer will no longer be covered after the repair. But if I take the cash back and buy a new machine then it will be covered and she increased the offer to $450. I told her that the price to replace it would cost more and was told to review and to call back.

Today, June 15, I called back but the offer stands. On both times, the representative talk fast and would try to intimidate me by stating that "I need to listen and not interrupt." I think, it's a tactic used to intimidate customers. I had to stop her from talking and let her know that she also need to listen. I quoted F.9 of the agreement, "We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency..." But then she kept on going back to F.16. I argued again that the $450 was not near enough what it would cost me to replace the washer (which was top of the line front load LG washer when I purchase it around Nov 2010). But if I chose to have them repair it, it will not be covered after that. That's not a win-win at all.
When I purchased the insurance, the agent told me that they will fix a cover applicance and if they cannot fix it they will replace it with the same appliance and if not available similar to the one I have. Now, Choice is telling me that they have the right to just offer me a cash back at the amount that they determine.

Choice Home Warranty (CHW) is considered as SCAM business as evidenced below:
Trick 1: CHW sends you promotion via email that shows the first month free when you sign up for one year agreement but turns into last month free when you request a cancellation. In addition, they will provide their favorable sites such as ‘Consume Report’, Angie’s List’ where you may find top raking for CHW as likely biased comparison.
Trick 2: No where you can easily find policy cancellation fee that is often ignored by many customers, whereas you will be told there is no cancellation fee even though you asked on phone. But definitely they charges you $50 cancellation fee that is a tactic to hold you. Trick 3: CHW did not clearly tell you if the issue is covered and simply send contractor there with your co-pay $60 for sure. If ended up with no coverage, they made business with their vendors and you give away your co-pay. For instance, any tank leak from water heater is NOT covered as reported, but they clarify at the beginning and denied afterwards. You get none coverage but loss $60 from your pocket while estimation for serving water heater is typically free of charge.
Trick 4: Wen you intend to cancel your membership, they show their “courtesy” to offer you some cash for supporting your project that is not covered. If you feel happy to take it by being told this offer is nothing related to your future cancellation, you virtually fall in next trick.
Trick 5: The cash offer will be certainly deducted from your refund with cancellation. That sounds fair but you stay longer and ends up with more prorated monthly deduction (1st day is counted as one full month). Then, you will be convinced to stay due to limited refund (subtracted from cancellation fee, courtesy-offer, and total prorated with number of months). What happens if you insist your cancellation no matter what?
Trick 6: Now, your cancellation will be denied unless you sign a release-agreement that will seal your month of speaking / writing to public about your comments and complaints. As a side note, it takes few minutes to talk to sales man but more than 30 minutes to connect to cancellation department where you may deal with tough person who will play all tricks, not limited, as mentioned above.
As you can tell, trick 1 through trick 6 is well designed as a scam-chain that tightly hold you from leaving their business. Finally, I decided to risk my refund but, instead, speak out to public. It is our common interests in stopping such as dishonorable business while developing a trustable community.
Does CHW mind your complaint? Not really since their poor services have been complained so many that they can still continue their scam business no matter what.
Please compare what HCW self-claimed 5 stars services vs public reviews including BBB below.
http://www.choicehomewarranty.com/buyers_sellers_testimonials.php
http://www.consumerreports.org/cro/news/2014/09/why-you-should-avoid-home-warranties/index.htm

May 30 I call CHW to come to look at the electric water heater. It was not getting hot and they send a Contractor out Smith Repairs service out. And the Tech told me it was above his head and they have to send someone else out to look at this. I waited a week have not heard a word from Choice Home Warranty so I call and they told me that they have got the report from contractor and I said why not its only being a week. Then they told me that my claim will not be fix because a internal part is not covered. then they transferred me to another guy name Oscar and he was rule as hell. We will call you back in two hour never heard from them so I call them back again and they told it was an internal part and it was not civered and I say why so when electric brain of the water go out its not covered.

May 26 2016
Repair man came to the house to diagnose the problem with the water would not go thur the ice maker and our drinking water.He said it was a valve in the back of the refrigerator that open and shut was not working right. Said he would order the part and be back Saturday May 28 2016 to fix it.He insisted we pay the $45.00 which we did. He never called for came back to fix the problem. No body called .Bad service man than in lied and told choice warranty that the problem was a drain plug there is no drain plug on our refrigerator.We have been with choice for 2 years and never have been treated so back in our life. choice people insisted it was a drain plug you dont get water for your ice maker and refrig water from a drain plug.

Today, May 4, 2016 Dupar attempted to install the replacement dishwasher from Choice. It had been on back order for about a month. The repairman was unable to install due to the inability to turn off the water. My water shut off handle was broken by the repairman sent out who diagnosed the old dishwasher.I deduced this from the fact that he had no problem working with the dishwasher which requires turning off the water. I didn't know it until today. Choice refused to pay for the repair. Consumer Choice has in their policy that they are not liable for damages caused by the contractors they send out to perform services. We were forced to pay the expense of repair which was required in order to install the new dishwasher.

In the booklet it stated no components covered ice maker excluded
Salesman claimed I could cancel at any time and get a refund
again booklet total different 30 day claim? and the salesman stated the contract would not even start or 30 days.
On phone on hold for 30 minutes with loud ugly music playing (we will answer your call, etc) good at answering SALES LINE

I called for a quote for a home warranty. After I received my quote I have had non stop solicitation calls from them several times a day. I have asked them to stop calling, to place me on a do not call list, but they are relentless. They are calling while I am at work and it is very disruptive. I cannot block the calls because the calls are coming from different numbers. I just want them to STOP calling.