Choice Home Warranty
reviews and complaints

My name is Rowchell Williams out of Dallas Texas we filed a claim to have our air condition repaired or replaced of our unit/s back in May as of today we still have not had any resolution to our problem although we have been given the run around for months now. Today is the 8.20.20 and I once again call to follow-up on the status of our repairs/replacement and once again I was given a totally different excuse.
After being given the run around for months I was now told it would take additional time until September before they could get the part, or anything could be done or my second option which has blown my mind. They would cut us a check for the repair of our air condition in the amount of $508 which is far less than what we were quoted it would take, the amount quoted to us was somewhere in the neighborhood of $15, 000 with our out of pocket amount of $475. After submitting this complaint with you I will also be submitting one to the BBB as well as contact Fox 4.
I believe my family has been more than understanding up until this point even with the additional out of pocket expense on our part just to survive this Texas heat.
My family hoped that this could/would be resolved without coming to this, but it does not seem to be so.

Sincerely,
Unusually Hot In Texas

I have been calling since of June to have my AC unit repaired. It took 3 -4 weeks to get someone out here then Choice didn't want to cover the work. From June to the end of July We finally get the system repaired but not what the technician said should have happened because he said you (Choice) would only cover replacing parts. I had to come out of pocket with over $2600 dollars and 2 weeks later TODAY my system is out again. I was assigned a case manager who sounded like he was 12 years old on the phone who does not return calls or emails. Is this how you handle paying customers. This is ridiculous and your case manager Marc Ruehle should be looking for a new job. I need my system fixed ASAP.

been waiting since July 11 2020 for repair on my garage door opener. call every days finally they said they found someone for aug 7 never showed up waited all day work night never slept still waiting they just give you the run around worst house warranty ever want my money back . they keep telling me to find somebody and they will reimburse me if it meets they ideal price . I'm not stupid to did nt pay all this money to get ripped off more

In early July 2020, my upstairs air conditioner stopped working. I checked it and observed the fan blade was not moving. Since I have a contract with CHW since April 2020, I called them. My call was made on a Saturday but the contract repair person did not come out to inspect my A/c until Thursday. That is a 6 day wait. After determining that the a/c required a new fan motor he said he ordered one. Five days later he came back with the fan motor. The motor was too large for the a/c unit but he attached the motor to the bracket holding the fan. The motor requires 4 screws to secure it to the bracket. The repair person only inserted 2 screws. Due to the running of the motor, and vibration, one screw fell out and the fan motor dipped down and the fan damaged the condenser coil. The a/c was up and running for 3 weeks until this happened. Another call to CHW and they sent out a different contractor, at my request. In the mean time I had purchased a window a/c and several fans to keep the upstairs a little cool as the temp was in the 90's. I hired Casteel Air Cond. company to send out a person to inspect this damaged a/c. He came out and took pictures and saw the damaged and stated the unit had to be replaced. The second CHW contractor who came out to inspect the a/c agree the unit had to be replaced and would also require replacement of the heating unit. CHW was notified on 7 Aug. At first CHW denied the claim, stating the fan bracket had broken. After telling them this was not the case they did nothing. I sent 2 emails and left 4 phone messages to a Ms. Brown. It took 6 days for Ms. Brown to contact. I informed her that I had hired an outside company to inspect the broken a/c and they took pictures. I forwarded the letter and pictures from Casteel, the outside company, to CHW. Later on the same day Ms. Brown had contacted me she called again and said my claim was approved for the broken a/c to be replaced. I asked her if I could have another company install the a/c and they could reimburse me. She stated they do not reimburse people. I know this is false because I went on line and read where they are reimbursed people. Anyway, on Thursday, 13 Aug. I contacted a local company, Savannah Air Conditioning, LLC and they installed a new a/c unit and heating system. The a/c unit and heating had to have matching freeon. I paid Savannah Air Cond. a total of $3745. out of my pocket. I have not heard anything from CHW since 13 Aug. We had been without air conditioning for 18 days due to the way CHW and their contractor operated. I would hope that CHW would do the right thing and reimburse me. Thank you. George Bullock

They refused to pay the claim because they said it was a defective unit - this blower was 15 years old and the HVAC vendor said a bolt wore out and broke into the fan. The rep Lydia Colvert said no matter what the tech said, they will not pay any claims until the unit reaches the end of their useful life. Again, they will not pay any claims if something goes wrong with the unit unless it's past its useful life. No one should be buying this "warranty" because it does not cover anything if something goes wrong unless it's past its useful life! They are TERRIBLE!

Lydia Colvert | Case Manager
Choice Home Warranty
V: [protected] Ext: 3673
E: [protected]@choicehomewarranty.com

My heating element in the water heater went out causing it to trip my breaker. Choice said it's not covered due to a maintenance issue. It is ridiculous to say that this is not covered! This should be a wear and tear issue! I'm so sick of every time we file a claim, we end up getting screwed! Recently we had to pay more than 66% of the a/c rerpair that we had. Now this on the water heater. Every time there is a big ticket type of repair/replace needed they come up with some excuse to not pay! We have been with choice for 5-6 years. They are happy to get our money every month but don't want to pay out anything! If this does not get resolved to our satisfaction, I will be leaving choice! I am sick of this.

(08/14/2020): ok, now we want to speak to the president/ceo of choice! I have called my case manager, hind hassan 5 times from 8/12-8/14, left messages each time, and have yet to hear back from her. Just another example of choice not providing quality service to its customers. This is so frustrating!

I filed a claim on July 2nd for my ice maker. They assigned a technician and made an appointment within 1 week. The technician did not come. Filed a complaint and they resent the technician. This time he came and took our money an told us that he needed to order a part. He never returned. I called him and choice home warranty several times and they did not return my calls. After placing five complaints on the website, they said that they would send out an other technician at no cost. I have yet to see this new technician. I offered to order the part myself and repair it myself if I would get reimbursed and they would not agree. I called and asked to speak to a manager and did not receive a callback. Then I had another issue with water in our basement. I filed another claim and they could not find a technician. They offered to reimburse me if I found one myself, which I did. They will not reimburse me for the charges as they claimed. I get a different person every time I call and each one does not know what the other said. It's complete nonsense!

It's been 4 weeks my refrigerator is now working and choice home warranty did first repair and committed it will be all fixed. They took 3 weeks of time and still refrigerator not working and after another request they are again telling me to wait for another 2 weeks of time to get it repair again. We had to threw away plenty of food because of this inconvenience and choice home warranty took no responsibility. We have kids and old people home and cannot have food at home. But choice home warranty don't care.

Do not buy home equipment warranty, these companies are cheaters specially"choice home warranty"which I have, its a very bad mistake I have done, we made a claim for our ac unit two and half month ago and still did not fixed. They are cheating for customers. If you call them you have to wait at least 45 mints minimum till some one will answer, and even their customer service cannot do any thing and they were transfer my claim to case manager name called 'azfar ali' he didn't do anything as far. And he is no ware. Please be care full these companies are cheat for people.

I purchased CHW on May 30, 2020, policy#[protected] and made sure the start date was the day after my prior home warranty expired so there was no lapse in home warranty coverage. This ensured there should be no delay in coverage for any repairs with my CHW policy. I filed a claim for my AC on 6/30/2020. It took several days for a CHW assigned technician to come to service my home. He completed the repair on 7/7/2020 and initially asked me for the $65 co-pay when he discovered that CHW did not cover the claim. I ended up having to pay $175 for this service and file an appeal with CHW. Candi McCollum and Azfar Ali were the assigned case managers. I spoke to both of them and Candi asked that I provide proof of prior coverage. I provided that coverage and both managers said they would call me back. Mr. Ali acknowledged that the prior coverage proof was received and since then, despite multiple calls to them and to Customer Service have fallen on deaf ears. I want to cancel this policy and receive $110 reimbursement for this claim because it should have been covered.

I had an a/c unit that would not maintain temperature, if it was set to 75 it would run all day long and the inside temperature would get up to the mid 80's. When you make a claim it takes days for someone to come out, then they didn't even look at the correct unit. 3 weeks with no a/c trying to deal with them, I paid for someone to fix it myself and now they refuse to reimburse me because their techs couldn't find anything wrong. (The compressor was burnt out) They only have to have a tech "assigned" within 24 hours, but that "assigned" tech may not show up for a week.

The company announces and advertises that they cover all your home appliances against wear and tear, yet when requesting repair and their technician say a unit needs replacement they come saying it's a wear and tear case and not covered by the policy.

Claim #: [protected]
Policy Number# [protected]

A full refund is requested for the service that fraud company collect money against.

My air conditioner went out on Sunday July 5, 2020. I filed a claim on July
6, 2020 and has not had anything good to say about Choice Warranty since. The first thing they said was that they couldn't get a technician to my house until Friday and this was Monday with the temperature in the 90s. I told them that was ridiculous and I could get someone sooner. So they told me I could go the reimbursement route, sio I did. I had a technician out to my home the next day Tuesday. He found that the switch was burned out on the condensation pump. once I told CHW the problem they started dragging their feet and would not approve me to have the pump replaced. After several days, they pulled out this oaper that I had never seen with things that they don't approve saying that I had a power surge that why the switch burned out. My technician said no these switches just burn out from age. I appealed their decision but didn't get any good results. I got a rude Case Manager who already had her mind made up before talking to me.

I have contacted chw customer service as my toilet was not draining out based on the policy coverage toilet was covered. When technician arrived first thing he asked for is 45 usd without even try to understand the problem. As expected he has given resolution within 5-10 mins by trying two times to drain the water from the toilet. As he knows, the policy loop holes that taking out toilet is not covered under coverage, it didn't took long time for him to reach into this conclusion and taken 45 usd. When I escalated the case, case manager instead of hearing out and showing any empathy with customer has refused to listen to me. When I asked her to speak with her manager she said, she is final authority in the company. I am wondering if I spoke to ceo of the company. If she was really ceo, than I am sorry to say she lacks basic concept of the customer service industry empthy with customer. It is easy for technician to play with known caveats of insurance and provide faulty conclusions.

Called in claim on June 4th about my air conditioner unit. A technician was sent out and told Choice I needed a motor fan. Choice approved, however, a few weeks later, another technician came out and said that was not the problem. I needed a compressor. Choice approved the installation but with 400.00 out of pocket fee. I agreed and as of July 4th, I had not heard from anyone about the progress of the installation. I called Choice and was told the technician was suppose to pick it up. My main problem with everything is that no one keeps the customer informed of what's happening. The only time I got a respond to anything was when I called. I finally complained to BBB and Choice said they did what they were suppose to do. There was no explanation, excuse or anything about the length of time I had been waiting during the hottest times of the year. However, after my complaint to BBB, I received an email from Choice saying I would have to pay more than 1500.00 for the replacement. I assume that was in retaliation for contacting the BBB. I told them to cancel the contract because I can almost buy a new unit for the amount they want to charge me. Worse experience ever! No more warranty companies for me

These guys are absolute fraud. My AC unit at home was not working and I filed a claim. They send a technician who diagnosed evaporator coil leak and performs and leak repair, which did not fix the problem. Then they sent another technician that diagnosed that it's a restriction in the sealed AC coil. Choice denied the claim stating that it's not normal wear and tear.