Choice Home Warranty
reviews and complaints

First of all I never signed a contract. In march 2020 we took out the warranty on a home recently purchased specially asking about coverage for the ac units (2). Since 7/28/20 to 9/16/20 we have four claims filed, one was bought out for half price, one repaired and the two ac unit claims denied after receiving a three page list of exclusions. A compressor unit ($5, 995) which we have no control over and blower wheel, which after stalling for four days we replaced due to the heat in the south and my concern for my family was worth more than $284. Choice has not been able to locate any contractors in our area for service, I have had to locate them. Most won't deal with a warranty company because of all of the red tape. The sales force grossly misrepresents the coverage and then operations bring out 3 or 4 pages of exclusions. Most companies are hesitate about sending out workers due to covid. Since 7/28 we have received 82 emails and 4 phone calls from people working at home, some sound like they just woke up, running water, dishes clanking and children in the background. So it is business as unusual and to say your claim is denied based on some section of their polices which we did not receive until august 6th, 2020 is a quick way out of paying claims, thus putting profit before reputation. Apparently others feel the same based on the bbb and class action websites we reviewed.

I have been paying for about five months than I had no heat and like the add on tv not my problem so I call choice first choice said it will take up to a day to two days to get someone up. I [censored]ed and they got someone 9 hours later. They got my heat on but for alittle while because they needed a part. Well they told the company they would not pay them to fix but I can feel free to fix it at my cost. Then roof shingles bubble and the told me no on repaires. They were unresponsive for a long time I had to call over and over again to talk to someone every time. I t was a battle do business with this company they never honor there word. They only want your money and will find ways not to fix.

I have a warranty on all my appliances with Choice Home Warranty. My AC broke and it should be under warranty. They sent me their technician and I paid my initial fees. Because the compressor died and it would have cost $1850 to fix it, they found a way to blame on an electric shortage and I was told that it is not covered. Whatever diagnosis, they come up with, I was not satisfied. I told them if I could get a second opinion and they agreed. I told them, to be fair to CHW, to send me another technician and they refused. So I hired another technician to diagnose the problem. His findings were different from the CHW technician and it turned out that is should be covered under the warranty I purchased with them. After a second consideration, they offered me $500 as a courtesy but refused to cover the original expenses.
So, I kept all receipts, technician diagnosis and I plan on taking them to court. So this is not the first time they try to find a way not to pay for covered items. Just to let the customers know when dealing with CHW.

I have yet to be paid for four invoices, I have sent collection letters, emails and phone calls, to try and resolve this issue. I will be forced to put liens on all the property if all invoices are not paid. This is with crocketts quality plumbing LLC, 704-231-1531
SWO#87145347- authorization#16661310
SWO#87568440-authorization#52339864
SWO#87745299-authorization#12607066
SWO#87565506-authorization#39923757
SWO#86586939-authorization#24557001

Was with this company for 2 years. Never, ever, not once, did they honor my service calls. An A/C mechanic arrived, looked at one of my A/C units (3 on my home) and said, "I have to call this company to get their approval to test pressure. They will not approve. They never approve anything when I call, and I have called them dozens of times."

A man arrived and inspected my garage door, opener, and instantly knew the problem. He said, "I am sorry to tell you this, but you need a new lift motor and this company will not approve. They never approve any of the work that needs to be done."

I checked on the computer and learned that the person behind this company has owned/operated several other home warranty companies. He and his companies have been suited by the States of New Jersey, New York, Washington State. My conclusions is simple... this company, who owns websites and writes their own reviews to promote their company as #1 in the USA, is a complete and utter scam.

Once their repairman visited my residence to assess the reason my hot water tank was leaking water as it was originally installed in 2012. He determined it was due to normal wear and tear. As anyone who ever had, used a hot water tank knows, in time the top or bottom seam will spring a leak due to age, rust then leak. Choice Home Warranty is now claiming that it had rust on the seems the leak must have started before I paid for their service! So that basically a person must not have any rust on their tank when it leaks, in essence be almost new! What kind of B.S. is that. Any tank more than a year old or less can form rust at the welded seems as they are and will not help me !
John a Vietnam area handicapped disabled person

Claim process design to benefit network and harass customers. My case is pending since july and claim remains in queue for weeks and I asked to resolve it faster but customer care never escalate. This process seems to be broken and I want my money back

Claim # [protected]. I have a warranty with Choice Home Warranty. The refrigerator needs repair. Service at first was fast. They had a repair person coming soon.
The first repairman ordered a part and came back to install it. This did not fix the problem so he ordered another part and came back to install it. This did not fix the problem either.
Choice then called another repair company to fix the problem and the repairman said it was an electrical problem and could not be fixed.
So I then filed what Choice called an appeal and was assigned a case manager. I was told I would be contacted within 24 hours. It has been one week and I have heard from no one.
I have called numerous times and left a voice mail, emailed numerous times and have not heard a word.
I have called customer service numerous times and all I get from them is that they will send my name and number to the case manager.
I have been asked to either miss work or have someone come to my house 5 times and the problem is not fixed.
I want a new refrigerator as I was told by the repair person that this one was not able to be repaired.
At the very least, I want a full refund of the money paid for this warranty.

I inquired about the price of their warranty. Now I get a phone call a day even after asking to be removed from their list

I had choice home warranty for last two years and my husband died and I wanted to cut back on some bills so I wasnt going to renew my warranty for 2020. But after spending hours on phone to tell them to quit charging me monthly when I didnt want this service anymore finally got to talk to someone and they told me they couldnt refund money but would give me july and aug. Free and cancel since I didnt want service. They are still billing my chase account. Very upset and about to give some bad reviews on this choice home warranty.!

I don't know how the received 2 stars . I would give them no stars. I have been waiting over 6 weeks for an oven repair. No one at Choice Home Warranty can tell me when someone is supposed to show up. I would never, never, never purchase their warranty again. Very poor customer service. If you are thinking of purchasing a home warranty company do not pick Choice Home Warranty. I had a second home and I purchased their warranty. The air condition went out. a repair person was to supposed to show up. Of course it was summer. They did not. I called Choice Home Warranty to find out when someone will come. They told me they don't know and to hire my own repair person and they will reimburse. Guess What. I did what they told me. The repair costs were $800. I summited it to be reimbursed and they said no because their service person did not service the air-conditioner. Stay away you will be a happier person.

Purchased home warranty... Fornew home. Closed on home july 2, 2020. Part of closing inspection objections was hvac serviced, clean and confirmed in working condition. I have paperwork showing such. Aug 15 hvac stop cooling. Chw sent tech.. Who stated ill get you a new system, let me do what I got to... Reported blower out, heat exchange cracked, condensor leaking... Etc... Chw denied claim in 2 hours as preexisting... Mind you I have documents stating otherwise. I appealed... After 3 days of trying to reach the assign appeal rep. She denied again in 1 min. I explained what tech stated about getting new system.. Asked for second opion told no.
Then offered if I used their tech chw would cover labor, with tech who was out to get new system, can you say kickback.. I then chose to pay my own tech to come out and this company said only issue is blower motor is out, heat exchange not cracked, condensor fine. Now I can not even get a hold of anyone at chw.

Choice Home Warranty:
(08/07/2020):
Friday August 7th, 2020

Claim 93744315
422 Sheffield Dr
Richardson TX 75081

Dear Paul Kelly,
This letter is in reference to your Air Conditioning claim. We have carefully reviewed the details of the claim and a coverage determination has been reached.

During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to repair or replace, at our expense, the systems and components mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and

Become inoperative due to normal wear and tear; and

Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Your claim was submitted on 08/06/20 and was assigned to Cortinas & Sons on 08/06/20. After the appointment date on 08/07/20 the technician submitted details pertaining to your system failure.

Please refer to your terms and conditions section F number 12; we will not pay for repairs or failures that result from the contract holder's failure to perform normal or routine maintenance. for example, you are responsible for providing routine maintenance and cleaning pursuant to manufacturers' specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. In the event a claim is denied, and a customer seeks to have us review that denial, we have the right to request routine maintenance records in reviewing its decision. As the contract holder, you are responsible for providing maintenance and cleaning of your covered systems and appliances pursuant to manufacturer's specifications. Any failure caused by the failure of a contract holder to perform routine maintenance is expressly excluded from coverage.

It has determined the cause of failure of your system is with the blower motor that has seized or is not moving enough airflow to properly satisfy the systems needs and causing the system to short cycle or fail to start.

A dirty blower is usually the result of running a furnace with a dirty or missing filter, or not being cleaned and maintenance properly. Dirt on the blower blades dramatically reduces the capacity and any dirt on the blower wheel blades will cause your blower motor to work harder. This causes a higher amp draw on the motor and pushes less air flow through the system, ruins the balance of the fan and can cause noise and/or vibration issues. Likewise, dirt or debris build up on the motor itself would cause the motor to overheat and fail internally due to not being able to cool itself.

Appeal Rights

You may request a review of this claim in writing by visiting https://www.choicehomewarranty.com/cads/claimreview.php?ccid=cql8lQaWrSh2hbtn0QeXoe0zZSSQXYvNKlXyB9Mpyuk. The request for review must be sent within 7 days of receipt of this letter and state the reasons why you feel your claim should have been approved.

Nothing contained in this letter should be construed as a waiver of any rights or defenses under the policy. This determination has been made in good faith and without prejudice under the terms and conditions of the contract, whether or not specifically mentioned herein.

Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs.

Sincerely,

Team CHW

* Click Here to view complete limits of liability and any exclusions. CHW offers service contracts which are not warranties.

I opened a claim on 8/13 because my garage door did not open/close properly. On the site, and via phone call, I was told the name of the repair company and informed that my appointment for repair would be 8/21. I needed to have someone at home between the hours of 11am and 3pm. Today (august 21), after 3pm, I contacted the technician to be told that my appointment was rescheduled... No phone call, no text, no email, nothing! My garage will be broken for close to 3 weeks before they can get a technician out. This is a far cry from the 24-hour timeline that they cite in their warranty, post on their website, and state on the phone.

Do better!

I have filed this complaint before against CHW. If they do not contact me and try to resolve this issue then they all are a bunch of crooks. My name is George Bullock, phone is [protected], email is [protected]@bellsouth.net.
In July my air conditioner for the upstairs of our home stopped working. CHW sent a contractor out to inspect the a/c. It was determined that the unit needed a new fan motor. It took 11 days for the contractor to install the new fan motor. The only problem is that when installing the fan motor he only used to 2 screw instead of the required 4 screws to hold the fan motor against the bracket. Due to vibration from the fan motor 1 of the 2 screws fell out and the fan motor dipped, damaging the condenser and coil. I request a new contractor to come out and inspect the a/c. The new person agreed to the cause of the damage, screw falling out and only using 2 screws instead of the required 4 screws. He stated the unit had to be replaced and also the heating system. I called a third party air conditioning company out to inspect and they too, stated the unit was ruined and needed replacement along with the heating. I have pictures to verify the damage to the a/c. Long story short CHS has refused to do anything. At first they refused my claim but after sending them pictures they changed their minds. In the mean time I had another company to install a new a/c unit and heating. Cost was $3745. which I paid out of my own pocket. CHW has refused to reimburse me or any portion of my cost. This is wrong and they should be put out of business. We were without air conditioning for 18 days in over 90 degrees heat.