Choice Home Warranty
reviews and complaints

Let’s take a few minutes to hear from a real customer of Choice. We have a contract with Choice and we pay a monthly fee. On September 14, 2015 our covered washing machine began to malfunction. I contacted Choice via the posted toll free number. They stated that Sears would schedule an appointed to ascertain what was needed. It would be either a repair or a sort of replacement. I contacted the Sears number provided and was told that the first available appointment will be more than two weeks away. It would schedule from 8am to 5pm. So we would have to miss work for the entire day waiting for them. And the cost at that time would be $45. On that day, the service person arrived at 8:10am and within fifteen minutes knew what the problem and what it would take to repair. He then, according to their policy, contacted Choice. At that time the Choice computer was down. Choice did not get the information and I was not privy to that conversation. I was told that there would be a Choice follow up call either later the same day or the next. When no call came in I contacted Choice. Remember that each time you call Choice you have to go thru the entire nonsense of push this number, type in your claim number and then wait. Over the next week I contacted Choice daily requesting that they contact the service person go get the information so we could proceed with either the repairer replacement. I also called Sears and the third party they use. Each call was to request that either Choice reach out to the serviceperson who had the required information of parts or for Sears to have the service person call Choice. This never happened and it was decided by Choice to have another service person respond. Two week later I was able to get another 8am to 5pm appointment. The same service person responded. He stated no one for Choice or Sears every contacted him. He thought that when he gave the information to Choice, weeks earlier, someone would have recorded with the idea to update the service call when the computers were back working. He called Choice and was give the ok to do the repairs. He ordered the parts. He advised that the first available appointment was two weeks away. Another 8am to 5pm wait. This would be the third missed day of work and another two weeks of carrying the wash to a laundromat. So we continue to wait and pay the monthly required fee. On the two previous Sears appointments I received five calls each time the day before. On this third appointment, no calls the day before. At 12:12, I decided to call Sears to get an update on the status of the service person who was to fix the washer. They advised that that person when home sick at 10:30. No one gave us a call to state that fact and strangely there were no calls the day before as a reminder of the appointment. I asked to immediately schedule another appointment and they gave me one, two week away. So now I have the responsibility to miss the fourth day of work and two more trips to the laundromat. When I called Choice they gave me the usual we are sorry. Bottom line, we have a contract with Choice. We pay the monthly fee. We paid the $45 service fee. And now it will be two months at least before any repairs have been made. I turn to the court of public opinion for what hour next step should be. Based on the phone conversations and reality of what has been done, both Choice and Sears could not care less about their customers.

Today date is October 20, 2015. I have Choice Home Warranty and they have denied my AC Compressor repair. It malfunctioned on October 14, 2015 and I called the 15th. The sent out a ac tech and they replaced a dual capacitor and discovered that my disconnect box was also not working. They saw that my ac unit was getting a little dirty and asked if I wanted a acid wash to get it clean. We said yes being a proactive family. We have a scheduled maintenance cleaning of our ac unit 2 times a year in the spring for the ac and the fall for heating. We were informed that CHW covered the dual capacitor but not the disconnect. I said ok we will pay for the disconnect and lets just get ac fixed. The ac tech replaced the dual capacitor but did not have a disconnect so they said they would bypassed the disconnect so our ac could work and left, 30 minutes passed and it was not cooling. So I called the tech and they said wait 2 hours and I did. After 2 hours our house was hotter than before so they scheduled someone to come out the next morning. I called CHW and they said they had to wait till the tech did another diagnosis. Friday morning came and a different tech showed up and stated it was a compressor malfunction. That we know is covered. Called the insurance and they refuse the claim blaming that our disconnect caused our compressor to fail. Since they did not cover our disconnect they would not cover the compressor. So the argument began. We asked for a review of their decision. We had to get a second opinion. We did and our new tech stated that the compressor malfunction for an unknown cause because it was dead he could not pinpoint the problem but because it malfunction that it blew out our disconnect. Our tech spoke to CHW tech people and still they denied now due to lack of maintenance on our part. I want to report them to the BBB and anyone willing to listen. They are not a trustworthy company that prey on women, and disable vets. Beware out there. But God loves the meek and this is not over.

Choice home warranty is a complete scam.. Please, please do not sign up with this company or else you will regret it, I promise you. Ive had 3 different companies over the pat 10 years and this company is a complete waste. Morally and ethically deceptive. I had a dryer break down > called to file a claim> technician came out > said it was wear and tear > would file it accordingly and wait for approval > my cliam was denied > after talking to many different claims rep > I was basically told being a new customer and early on my contract > they could not afford to pay for it > thus they stated it was pre-existing > however my dryer was perfectly fine and in working condition before this with no issues > I did not have any required inspections > not sure how and why they can determine it was pre-existing besides the fact they did not want to pay for it. Do your research and stay away from this company. They recently had to settle with nj division of consumer affairs for deceptive services. This company is out to get your money and not help you. Stay away or be ready for a nightmare when you need to use them.

My wife and I are currently researching home warranties for a house we are buying. Choice appeared to be the most highly rated but now I think they post those reviews themselves...they failed at the very first phone call.

A rep called after I filled out info online. I explained that we see as many bad reviews as good ones so we want to be very thorough. He said "absolutely...a lot of people think the plan should even cover cat scratches." I explained that I realize it's a service contract and not insurance but a lot of the reviews show that the contractors are unprofessional, don't show up, etc, and that I would like to know who their a/c contractors are before I sign up. That way I can also research THEM.

I guess the rep didn't want to provide that info because I heard silence, then was transferred to somebody's voicemail! I hung up, then whomever that guy was called me back. I just told him that the bad reviews were just confirmed and that we'll try another company.

They did not say and then decided to tell us they have a waiting period and they choose what is a pre existing condition or not. We bought home and air compressor went out sent out a service rep to see what it needed he confirmed and they decided not to cover it as a preexisting condition how are we supposed to know when something will break and i should have confidence that it will be covered and its not.
I cancelled the plan

I entered into a home warranty coverage plan with Choice Home Warranty on 08/19/2015. At the time that I entered into the coverage plan, I was told by Adam Green that the plan would go into affect in 15 days due to having an existing plan. At that time my current plan with American Residential Warranty was in effect. I was not told that I needed to cancel the policy immediately. In fact I was told to leave it in place until the new contract went into effect with Choice Home Warranty.

I called on 09/17 to submit a claim on an A/C unit that failed and was told that my contract was not in affect until 09/19/2015. I explained the above and was told that I would need to provide proof of coverage under the American Residential Warranty plan at the time that I signed up for the Choice Home Warranty plan. I had purposely not paid the American Residential Warranty plan for August due to the new Choice Home Warranty plan. American Residential Warranty would not send me a copy of my contract until I made August which I did in order to obtain proof of coverage at the time I signed up for Choice Home Warranty.

When I sent the proof of coverage in I was then denied coverage with Choice Home Warranty due to not terminating my contract with American Residential Warranty at the time of the A/C failure. This is a complete double standard. They required me have existing coverage then denied due not having cancelled my coverage prior to the failure of our A/C. When I called back a fourth time that supervisor told me that all I needed was proof that the contract was in place at the time that I signed with Choice Home Warranty. Then I was told that I needed to show a bank statement showing payment for August. When I stated that I could do that I was told it wouldn't matter due to the failure being previous condition. Even though the equipment failed on 09/16 and the policy should have gone into effect on 09/14. This company is nothing but a bunch of crooks practicing the bait and switch routine at every opportunity.

Choice Home Warranty takes your money yearly but denies almost everything. Don't use the. Also service is very slow. Just save your yearly payment to them for anything you need serviced. You will be much better off. I will not renew when the policy expires but I will call them for every little thing I can find wrong and see if I can get any coverage! HaHa!

Never Pay for Covered
Home Repairs Again

repair company came in looked at problem, charged $45 and never returned, called repair company 6 hours later stated choice warranty would not pay for parts and asked if I would pay another $150 to do repairs, I declined and repaired it myself for $70 so total cost of loss was warranty plan repair deposit, parts and my labor

I am a HVAC technician and I worked very briefly with Choice Home Warranty. Within less than 2 months we removed ourselves from their program. Every client we came in contact with told the same story. They pay for a service but are always denied. The Claims department makes technicians jump through so many hoops and sit on hold for hours and then say that nothing is covered. When we complained to a supervisor ( Alexandra Soto ) we were told that the clients know what is and isn't covered. I tried going over an invoice with her and she kept changing the amounts that were covered. I suggested she use a calculator and she informed me she was a CPA and had excellent math skills. I looked her up on google and found her LinkedIn profile and according to her own profile she has a degree in Criminal Justice. I guess when you are cheating, steeling and lying to customers as well as contractors a specialist in criminals is a good thing to have. DO NOT USE THIS COMPANY OR WORK FOR THEM.

I am currently shopping for home warranties for my first home and have submitted for quotes for a few companies. Choice warranty was the first to call me back and I spoke with Ezra. I told him I was at work and could not speak and he said it would only take 30 seconds to complete the transaction. I asked him to email me some information and he said he did not have access to the internet (even though he already sent me an email) - just a tactic to keep me on the phone I am sure. I asked for him to call back and he did. In the meantime, I did some research and read some poor reviews so when he called back I told him that I no longer wanted to move forward with the service and he kept pressuring me. I also told him I did not like that he told me he couldn't email me and he just said oooooooh kaaaaaaay and hung up on me. I am very glad that I did not move forward with this company if this was my first experience.

I paid for a year of service. The first time I went to use the service, it has been a nightmare. I have tried to get my garage door fixed for almost a week now. I have called and sent emails over 40 times with no resolution. They had me call two different service companies and neither returned my calls nor showed up. What kind of service providers are they using. That should tell you something about this garbage company. The salesman Elliot Morgan who sold me the policy told me to call him if I ever had a problem. He responded once and told me he didn't like me questioning the integrity of him or the company. He will not respond to me at all. Another sign you should stay away from this garbage company. I've reported them to the BB and the State Attorney General's office. They didn't care. Just go to the BBB and you'll see thousands of complaints.

My a/c compressor went out it was locked. The ac tech's report was normal wear and tear no rust. They said I didn't service the unit.

I have every year. Last one was 5/04/15 I live in southern az, where it gets above 110 degrees they refused to pay said compressors should last
18 years. All a/c manufacturers recommend replacement between 8-10 years depending on the climate. I plan to get a lawyer.

The a/c company they sent me last year said they owe him $3, 000.00 for labor and parts he used. He had to stop working for them. I paid 2200.00 for a new unit. Be smart do not ever buy a service contract from them, they lie.

My central AC unit stopped working. Choice Home warranty sent an AC "specialist" to diagnose the problem. He stated that the compressor was bad and had to be replaced. Choice Home Warranty refused to honor the claim stating that it would be impossible for the compressor to go bad. I had to call Mark Air In Fayetteville NC. They diagnose the problem and found out that it was not the air compressor. They repaired the unit and it's working fine. I cancelled my policy with Choice. They are nothing but a bunch of crooks!

Beware of this dishonest company.

I have home warranty with choice home warranty contract#[protected] and recently filed a claim #[protected] for my air conditioner
(Make: bryant, model : 561cj042-a) when it stopped working.
The company sent the technician who diagnosed that the compressor had failed due to the reason "shorted to ground".

Normal life time of this a/c is about 12-15 years as per the technician and this a/c has been running for almost 19 years
Which reflects the maintenance I do about the appliance.

But choice home warranty (Chw) is denying the claim saying that the unit is not properly maintained and invoked some fine print
Saying that it failed due to rust and corrosion which is not at all mentioned by the technician who attended the unit.
And now chw is trying to buy me off with a cash offer of $500 in place of $2500 worth a/c unit.

I see that chw has denied claims like this multiple times for various customers with the same reason and I see a pattern of malpractice.

Please note that this company is engaged in just providing some repair work but does not really replace any broken appliances.
It always finds some reason to deny the claim when a unit needs to be replaced. So it not exactly a home warranty company but charges premium like one.
Heard from some of the contractors that chw advises them to change their report to suit the requirement of the company so that it can deny the claim.
I see the chw is already penalised by nj, division of consumer affairs and has been advised to change its business practice.
Inspite of that and more than 1000 complaints in bbb and bad reviews in multple sites, chw is continuing with its malpractice.

Please beware and research yourself well before wasting your hard earned money on this fraudulent company.

Thanks
Gururaj bhat

Bought an older house recently, so Realtor advised getting a Home Warranty Plan to cover my appliances through Old Republic, with $100 Service Calls. Had problems with dishwasher not draining, and dryer not heating up. Company scheduled Bay to Bay Appliance Repair. Tech came out telling me water in the dishwasher was normal, and there was nothing wrong with the dryer, just use a different setting, and made inappropriate personal comments. I told him the electric company said it was the heating element, so he finally said he would have one ordered. Called Old Republic to complain. They said they would obtain a different repair tech. Bay to Bay called me to set up a 2nd appointment, but told me they were not told of any problem, or sending out a different tech., but would do so at my request. Old Republic does not seem to be ethical if they do not follow through on their promises!

This episode covers three months and two appliances. 1. When my washing machine broke they sent a repairman who said it needed to be replaced. Choice Home Warranty said they were sending me $299 to replace it! This was June 2015 - But it could not be replaced for that little money. They said $299 was their cost to replace it. Okay, where can I get the washer at your cost? "You can't" they said. You mean I cannot buy a washer for the price you say you pay for one? "Yes, that's right." They said. What a rip off! 2. So I bought another washer and waited for the check. It didn't come. 3. Then in July 2015 my dryer needed a new gas regulator. A man came and replaced it. I had to pay the $45 fee to him. He said it also needed a new vent hose to go outside. That was $150 and Choice did not pay that. I called Choice and asked why. They were irritating and I said I would cancel if they didn't pay better. (They had taken my $40 monthly fee just 4 days earlier. Therefore I would be cancelling beginning the next month - August). The guy on the phone said my $299 check from June for the washer was waiting to be sent and he was revoking it and sending me a "prorated monthly fee back." What?! I did not ask for it to be cancelled for July, but for August. (I was still waiting for my check to come). They hung up on me. Even the repairman (for the dryer) had said they were a ripoff before he had left. I would go to great lengths to AVOID DOING ANY BUSINESS WITH THIS COMPANY ON ANY LEVEL! TELL YOU FAMILY AND FRIENDS TO A V O I D THEM AT ALL COSTS!

My oven stopped working in the middle of fixing dinner. The next day I called Choice where I had had been with for 2 years and explained the problem. The next day I had a service man out to take a look and he determined the control board was bad and it would take week to get the part. Next day I received a call from Choice telling me that the control board is not longer available and that it was only worth $180.00. They would not replace the oven as they suggest in their sales literature.
I have been paying $400.00 a year for protection and the first time they are faced with a bigger expense; they weasel out and refer to the contract language all the way in the back of their book.

I am thinking class action as I see they have done it to hundreds of others.

Bought choice home warranty and the first call was for plumbing, they charged me $60 for the service call and said the shower head was too large for the pipe, and it wasn't covered. I called a regular plumber, they said that wasn't the case and fixed it for $70.
Called the home warranty again for my AC and cannot get a person to take my call. 117 degrees outside. They are terrible. Had to pay a full year upfront and I got totally ripped off.

As far as the customers they holders of home warranty policies, after talking to them about their plumbing issues and discussing with him what choice home warranty covers and what they don't cover, , , they all say they have been misled, not just one, but every single one of the 56 customers I have been in contact with through service calls from choice home warranty...
They will cover a garbage disposal replacement as long as I ( plumbing Contractor) pay for it out of my own pocket... They assured me that they will pay me within 90 days of my invoice... But after listening to their customers, I'm thinking that might be a mistake – no thanks!

BUYER BEWARE! This is the WORST home warranty company that I have ever dealt with. I have had this warranty since July of 2014. I called on 5/18 to have my air conditioner fixed. First, they couldn't get a technician to come until two days later. Then, when he came he said it was a compositor unit on the AC was bad, he replaced it (about $10.00) and I paid him the $45.00 service fee. When the house didn't cool down, I called him back and he would not respond. Called Choice Home Warranty, they said that they would send him back out. He now diagnosed the problem as a bad compressor and it would be 1, 200.00 dollars to fix it.. Choice home warranty denied the claim. Said it was not covered because it could be a manufacturer defect, or power surge, or not doing proper maintenance. I maintained that unit every year. They are liars, cheats, and dishonest people at this company. Someone needs to put them out of business. I encourage everyone to file a complaint with the Government Consumer Protection Office (www.usa.gov), the federal trade commission, and the better business bureau. Also, the technician that came to my house told me they won't pay them for the work they performed either. This company is pocketing the money from warranty policy premiums and not owning up to the agreements that they made with the consumers. If anyone wants to do a class action suit, I'm in!