Choice Home Warranty
reviews and complaints

It has been since May 2022 that my family has not had a working refrigerator. The first service technician company came out, had to order a part. Another month passed, and tech came back out to repair. Unit worked for a couple days, and then same issues as before, freezer side frosting over to where when you open the freezer door, frost falls all over the floor because of the large accumulation. The refrigerator side is warm, and the vents ice over solid. I made another claim with Choice home warranty for repeat issue that was not resolved. A different technician came out to service, stating three (3) additional parts are needed, he placed the order to have parts delivered to my home, and scheduled my next appt (only if parts have arrived) for two weeks out. Another month has now passed, and only one (1) of the three (3) parts have arrived to complete the repair, and the appointment was cancelled because all the parts had not arrived. However, Choice is telling me I no-showed for my appointment, which is false documentation, because I have family that stays home 24/7, and the technician ccld the appt due to parts not arrived. Again, it has been three (3) long months with no working refrigerator, I have lost over $600 in grocery items in freezer and refrigerator side. When I complained yesterday and demanded to know an updated status on my repair, I was told that the technician would contact me. This is unacceptable! I paid for my Choice Home Warranty, my family has had no refrigerator for three (3) months, and they either need to get all the parts in immediately and complete the repair in a timely manner, or replace the refrigerator. No customer should have to wait, and get the runaround with a malfunctioning refrigerator which is a major kitchen appliance. Choice Warranty will not give me any information, their CSR's are trained like robots to say the same thing, and put customer's on the back burner. Again, I've paid for the Choice Home Warranty, and I've paid my $65.00 service call fee the two times Choice has sent out a technician for the same issue! The same issue not fixed the first time should not constitute an additional service call fee from the customer. I'm asking for your help to rectify this issue. My next step is to file a complaint with the Attorney General's Office, and I've made Choice Home Warranty very aware of my next step! Choice Warranty Claim #Claim #[protected]

On Jun 23 my A/c stopped working and I was very calm because I have my warranty thru Choice home warranty, when I called on Jun 24 to file my claim the assigned someone to come and look at it for Jun the 27. the Technician came on time, and everything was looking very good now. the technician diagnosed my A/C unit with blow motor not working and he would need to order a new one. he mentioned I can place the order today and more likely we are getting this part in the next 2 days, and I will be coming on the following day.

everything was fine until this date. July 1st came around and I didn't hear anything from them, I decided to call him in the morning, and he answered the phone (Marco) and he said, we are getting the blow motor today BUT we will not be going to be able to go on Saturday July 2nd. we will be there on July 5th in the morning. I decided to request off so they can come and install the blow motor. my 5 kids were complaining already too much about the A/c. anyway, no call or not show. so, I decided to call him on Wednesday July 7th to find out what happened, he answered (Marco) and said "I never schedule a day for us this past Tuesday, I just stayed quiet, and I ask him when they will be able to come, I need the A/c ASAP. He told me will be there on Saturday July 9th, I did agree to him, and the technician came on Saturday, he tried to install the new blow motor and he talk to me over the phone saying the motor is too big, we need to order a new one. (At this point I was exhausted) I requested to change it asap because my kids are not happy at all. on Monday July 11th they called me and ask me if they could come and remove the blower motor so they can order the right part. they came (my wife and my daughter were here) they came and removed not just the motor; they removed multiple parts inside where the blow motor is.

after they came on July 11th, I did try to get in contact with Marco to find out the status, they keep saying it’s coming its delay after july18 (Marco) the main guy on "Solution HVAC South Company" started to ignore my phone calls, I started to call choice home warranty to talk to a representative and find out my status for me and mentioned he won't answer my phone calls. HE WILL ALWAYS SAY "ITS ARRIVING TODAY" after I talked to a case manager (July 29) she ask me to be patient (after waiting over 1 month for my part) and see if the part arrives if not they will assigning some else to fix this issue. on Monday august 1st no call from Marco (Solution HVAC South) a representative decided to have some else to fix this issue and re assigned this issue to a different company. A1 company came on Tuesday August 2nd and looked on my A/C and started to laugh saying, what do you want me to fix, its nothing to look inside this box, they previous company took everything, and after this he decided to cancel the visit. I called choice home warranty and ask them what should do and then the assigned someone else. the 3rd company came in and told me the same thing, you got nothing inside the box, and you need a new unit.

the 3rd company went and sent the report to choice home warranty to approved the parts, after that the parts were approved but they were telling me it’s a deductible for upgrading the A/C unit I need to cover myself for $1862.00 I did ask to talk to Deanna (case Manager) and she confirmed I would need to pay for this amount. I declined to pay this amount.

after this I ask her to fix this issue on (August the 8th). she went and contacted the previous company (Solution HVAC South) they answered, and Marco talked to her and said they have received the part on August the 5th and they will be able to come between Friday the 12th or Saturday the 13th and they will be calling me to confirm on Monday the 8th the appointment. at this point I'm completely exhausted and tier. Marco never called me on Monday the 8th or Tuesday the 9 or today its Wednesday the 10th and I have not answer from both parts. choice warranty or Marco from Solution HVAC South. I'm still without A/c in the middle of summer. I have 5 kids, and this is completely unacceptable

Claim#: [protected]

Policy#: [protected]

Ernesto Teran

Claim number [protected]. My AC unit stopped working properly and I contacted Choice Home Warranty on 7/30/22 and told them the unit runs constantly and does not cool. I decided to shut the unit off on the thermostat as it would not cool and continuously run to avoid any other problems the day I contacted Choice Home Warranty. A technician came out and said that the unit had a refrigerant line leak and that they were going to recommend replacing the unit rather than repair due to increased rates of freon replacement. Choice denied the claim and so I elevated the issue to a claims manager. It took them 6 days to get back with me and the claims manager claimed quote I was dumping garbage into their pipes, and their job was to just give the bad news to Choice Home Warranty customers. There were no valid contractual reasons that Choice Home Warranty could give to deny the claim from the claims manager. I think I have been a victim of a fraudulent business practice from Choice Home Warranty and demand they repair or replace the AC unit as promised on the Total Plan that I paid for.

Choice Home Warranty came highly recommended from my Realtor last year, and the claims made since then were timely and satisfactory.

Now that my policy is soon to expire, I received a message for a renewal meeting. One was scheduled, call made to me on a spam number, then rescheduled as I do not answer spam calls. The rescheduled meeting was a no call. I text the number back to request another meeting using an alternate number that is not spam. No reply, no meeting.

I called the customer service number on 8/[protected]) and spoke to Clarence, who was beyond rude. After he said the renewal amount, I told him of my obligations this month (giving away a scholarship) and next month (going out of the country) at which point he said multiple times "You have no money". This is an absolute insult, so I asked for his manager.

After a decent wait, Jeffrey picked up the transfer call, only to communicate he listed to the call. He further said Clarence did try to help then offering me a 4 installment plan that was to be confirmed in an email. When I questioned how Clarence helped, he could not provide details, although he said he listed to the call.

Then I called [protected] and asked for someone in management or a member of the executive team. That person hung up.

Then I called [protected] - no luck there either

Last call was to [protected] - same old cycle

The service rendered was absolutely horrible, which goes against the wonderful referral from my Realtor and the claims service received to date.

my name is ANAY PATEL we unsatisfied warranty company because i had a 1st appointment for two refrigerator NOVEMBER 2021 technician came by my address 13122 golf lake dr TAYLOR MI 48180 he open the refrigerator he seen not cooling reset refrigerator than he blow the bottom part and he went out side check another refrigerator he move the refrigerator he start clean bottom part and he factory reset he left couple days get cold then after went down not getting cold enough so my food getting bad and mold like green tips so i call choice home warranty i claim both refrigerator after they give first appointment on JULY 13th 2022 between 11 to 3pm (contractor name- RANA SHOP) he did show up we wait until 6.00pm even technicians never contact me so i call choice home warranty.

they reset my 2nd appointment on JULY 29th 2022 i had same problem again technicians did show up we wait until 5.00pm technicians never contact me. (contractor name- BROADWAY SALES AND SERVICES LLC ). They give 3rd appointment on AUGUST 8TH 2022 BETWEEN 10AM TO 2.00PM I WAIT UNTILL 4.00PM HE DID'T SHOW UP contractor name- (BRODWAY SALES AND SERVICES LLC.I will appreciate if you take any action for forward. thank you very much choice.

Choice is a rip off! Apparently if you purchase a new home you are still responsible for your own repairs and the service fee to the person responding to the claim. The vendors they use are small business owners looking to make a profit. In other words they show up expecting to make a profit from you. They will show up... pretend to access the problem... shoot some bull to Choice and then your claim is denied. What is covered is also a sack of bull*(() written in black and white but under sections and articles your claim is not covered. This is scam and I hate that new homeowners have to go through this mess when experiencing problems in the new home. SCAM SCAM SCAM. I will not be renewing this contract.

HVAC went out, spent 48 hours in a house that was over 100 degrees inside. Called claims and was told I needed to hire my own HVAC and they would reimburse. HOWEVER, the only HVAC I could find would not work with Insurance companies and now I know why. I called Choice and they had to talk to the technician, they would not work with me only the tech. I wanted to speak to a supervisor and was told "NO"!

I then tried to get ahold of the sales rep, her voice mail was full, called her "emergency" number, was told I had to email her and was given her incorrect email. Took her 5 days to get back to me when I finally got the correct email.

Was advised by her, I had to wait for Choice's tech to come out to diagnose, not fix, this would have been day 5 in a 100 degree house and not sure how many more days to fix. Asked if I could be reimbursed for a hotel, told no, this is not an emergency plan. Sales rep said she would escalate but should not get my hopes up for being reimbursed.

Next call was to cancel. Paid $630.00 and only am getting $577.50 back. The Customer Service Rep that helped me with the cancellation was the ONLY person that was service orientated.

SCAM. They promise, DO NOT deliver, and then keep money to cancel on their service.

They only cover half of every claim

They will stall for weeks.

Then authorize but all has to be done within 30 days

In the contract covered day one to 30 days

If not resolved start over reassign

They won’t supply anything at all

No parts

Contractors wait months now to get denied after the work is completed at contractors expense

4,500$ replacement system

My air conditioner went out during a record breaking heat wave in Texas. It took 7 days for a technician to come out to look at it and another 5 days for CHW to offer to upgrade the evaporating coil to R410A coil. This would require me to puchase a condensor and pay for installation at a cost of over $3,000. A replacement coil for my system is available and could have been recharged with the current R22, but I believe they didnt want to pay for the R22 because it is expensive. They have the right to repair or replace at their discretion but not to upgrade - which this would be. They brought up section E number 5 of their terms and conditions, where it states "We are not responsible for upgrades, modifications, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments." Bottom line is that the EPA has phased out the production and import of R22 but it can still be used and charged in existing systems. I have not been able to get a hold of anyone from choice since I declined their offer. I have sent emails, made several calls requesting a call back and made an appointment to have the adjuster call me. Only response I have gotten from them was from the BBB. Where they claimed the matter was closed.

In July I was told an email had been sent regarding the resolution to my service call. I did not receive that email so I called during July asking about it. It was then I found I had been notified but did not respond. The gentleman on the phone stated he will send the email again and I should respond. During the phone call he stated I would be reimbursed with either a check or a Lowe's gift card. On 3 separate times during this phone call I told him I never shop at Lowe's and I wanted a check. The email arrived with the Lowe's card information which I did not respond to. Today, 08/04/2022, I called 4 different times trying to get this resolved. I was told over and over that once a gift card has been emailed it can not be reversed. I didn't accept the card. I do not want the card. The gentleman on the phone never made a notation of my preference of a check over a card.

Apparently what is most important to Choice Home Warranty is protocol and not customer satisfaction. This resolution is not written in stone so it can not be undone.

Under the contract paragraph E subparagraph 4 it is stated "...We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost..."

After multiple missed contact attempts over a few days, I have finally talked with my case manager Joe Lewis this afternoon at approximately 12:30, 8/3/2022, and he has said that I must pay $400.00 for the technician to perform the work. I am questioning this because there are NO modifications or upgrades to be performed !

I am writing this because I have been UNABLE to contact my Case Manager after 3 attempts this afternoon between 2:00 - 5:00 PM.

In the CHW Paragraph 10. States:

"Air Conditioning/Heating/Ductwork - COVERED: All components and parts of the following systems: Ducted Central Electric Split and Package Units, Forced Air (gas, electric, oil), Geothermal, Wall Mounted Units, Mini splits, Heat Pumps, Floor Furnace, Hot Water or Steam Circulating Heat, Electric Baseboard; and Duct from unit to point of attachment at registers or grills. If replacing, only the failed components and parts will be upgraded to meet government mandated guidelines."

When I talked with the Technician he reported that Choice Home Warranty is restricting their payment and only paying $250.00 for labor but that the AC repair company charges $650.00 for Labor only. Why is Choice Home Warranty, Restricting/Limiting their Labor Only payment and NOT paying the AC company the full labor charge? This is again another scam by CHW to NOT PAY their bill and for the customer to pay out of pocket for things "Choice Home Warranty" should be paying for! No where in the Choice Home Warranty contract does it state anything about restrictive limits on "labor only charges" for the contracted service companies. Choice Home Warranty needs to be responsible and Honor the contract and pay the contracted service company the labor only charges that are being submitted for the work performed, I am not referring to any upgrades.

I started to fill out a web form to get a quote online. Before I even completed the process, someone from the company called me. I told them this was too aggressive and I was no longer interested. I received multiple phone calls and texts per day for the next couple days. I told one of the callers to delete me from their list and she hung up on me. I called the company and asked to have my information deleted. The person was apologetic but hung up on me quickly. I continue to receive calls now 2 weeks later. Don't give them your information! They will relentlessly harass you.

Contacted Choice to repair failed motor on pool circulation pump July 13. After no action to schedule a servicer called to discuss status with agent July 20. Agent explained inability to locate servicer in my area. When asked how long it would take - agent said Choice had stopped looking. I was told only option was to repair myself and submit for reimbursement. I thoroughly discussed with agent that I had verified the condition of the motor, submitted information and motor model to servicer so that they could schedule the repair. I submitted these items and estimate prior to service and submitted detailed invoice and service notes when received.

Reimbursement was rejected without review. Agent would not discuss any details and assigned me to escalation case worker. Case worker explained that if Choice is incapable of providing service they still may reject any reimbursement without providing explanation.

Quite simple business model - aggressive sales tactics with rosy promises. Response to claims - don’t fix, don’t pay and don’t care.

I purchased this home warranty last December of 2021. This is the first time I am attempting to use it. Contract terms call for a $60.00 deductible and Choice pays all other costs. In this case Choice informs me that the repairs needed for my AC unit require me to pay in excess of $1500.00. I have spent countless hours on the phone and emails attempting to resolve the issue as I was NOT informed of any additional costs to me when I agreed to purchase the warranty.

I spoke with a Resolution manager by the name of 'Reno' this morning, 8/2/22 for an hour and he agreed I was misinformed.

Hello Everyone, I would like to add my complaint into the mix.

I was contacted by CHW around the 1st of July 2022 begging me to catch up some backlog work orders. I told them upfront that I could but I had minimums that had to be met.

I charge out at $85.00 / Man Hour for a Tech with a 2 hour minimum plus a $30.00 Truck Charge to cover the price of fuel and wear and tear for driving it into some of the places we have here in the Smoky Mountains. Plus anything outside of our standard driving area we charge $2.02 / mile for all miles past 30 out and the same on return. I also told them that once the tech reaches the customer's location they are on the clock until the repair is completed and that includes going to acquire parts.

They responded saying that would be fine and gave me a load of service calls for HVAC and Electrical Issues.

#1 - HVAC - the blower fan had self destructed the cage. They refused to cover it, so no Authorization Code Number and they refused to pay my minimum.

#2 - Electrical - Simple fix, a loose wire on a switch, they gave me an ACN and let me fill out an invoice.

#3 - HVAC - The Capacitor was bad. They complained that the charge was too much until I explained that the client's place was in BFE an hour from the nearest parts store. Then they gave me an ACN and let me invoice it.

#4 - HVAC - The previous Tech that was sent out by CHW had butchered the wires and then tried to hook up the low voltage side wires to 240vac and blew the Thermostat off the wall and scorched the wall. It melted the control board and the transformer. CHW didn't want to cover the repairs until I told them the client had a lawyer and was ready to sue their Liability Insurance Company. They gave me an ACN, but before everything was ready they froze my account and didn't tell me. The client reached CHW and was told he could pay for it upfront and submit the invoice for reimbursement.

#5 - Electrical - Another BFE call. Just tracing out the problem took 2 hours to find and they started to complain that I fixed it before I called and got Authorization but they finally broke down and gave me an ACN.

#6 - HVAC - simple fix got an ACN and submitted an invoice no problem. (The client even referred me to others in her neighborhood.)

#7 - HVAC - The Client had her filter so dirty the unit couldn't move any air. CHW gave me an ACN but when I tried to invoice it they complained that my bill was too high even though it was my minimum service call rate.

#8 - Electrical - Took a little while to figure this one out but the breaker was bad. It was allowing 120 volts except when it had even the slightest load. I replaced the breaker and then got the ACN.

----

They complained that I was doing work before receiving authorization, and froze my entire account. Then they sent me a Vendor Portal Note telling me that it would be atleast 180 days to get paid. I replied that I would put a Mechanics Lean on every single project until the client or CHW paid.

I sent all of the clients a text a little while ago telling them: CHW is refusing to pay me for atleast 6 months. I told them by law I have to file a Mechanic's Lien against the clients property and then file a lawsuit. Please note I am trying to pressure them into paying me in a timely manner.

Within 5 minutes of me doing this I got a call from CHW Vendor Relations. They were wanting to get this resolved and said they were kicking it up to Upper Management. Let's see what happens next.

Claim was filed to repair electrical part on AC unit. Technician that was sent stated that this would be covered, and he would submit the claim. The unit is blowing fuse due a short circuit that is occurring. The claim was denied first due to "Wear and Tear", then I provided them with the state definition of Wear and Tear and then their reason changed to this is a wiring issue, the technician never stated that it needed to be rewired just repaired/replaced. Then I filed an appeal and the story changed to this is an upgrade. I contacted the company and spoke to a resolution rep who also tried to get this overturned based on the findings of tech but they refused to do it. The tech also stated that this can cause a fire and burn up the entire AC unit. I live in FL so we have been without AC for 2 weeks due to this ongoing issue. I have a separate company that does quarterly maintenance of my units, so they are not neglected.

I'm a contractor in CA who provides services for Choice and all their sub brands (American etc.). I recently reviewed my invoices (as their net 30 terms are more towards net 60) and found that invoices I submitted for certain sum (after gaining authorization) were adjusted to a much lower sum.

Upon inquiry, I was told that the price was adjusted to meet their "price guide". Doing some digging with onboarding info I found that the price guide is just a guide for general reference. They now refuse to pay the agreed upon sum and require me to submit invoices and other documents. I seem to get nowhere with them and they have no will to honor prices that were agreed upon. I have never seen an "adjustment" after the fact.

Our water heater has not been functional since Saturday July 23, 2022. A call was made to Choice Home Warranty notifying them of our situation. As of today Wednesday July 27, 2022 CHW has not made a reasonable attempt to resolve this problem. We were told to look for a contractor to do the work and they would reimburse us. We do not have $25,000 to pay out of pocket and wait for a reimbursement.

I filed a claim for the A/C at my Barnominium where my daughter and grandson live, Claim# [protected] with CHW on July 23, 2022. They denied my claim, stating that there was no way my unit was in working order prior to the policy effective date of my policy of July 23. In my claim I stated that the unit was not cooling. The representative said that the "team" had concluded that the unit must have had issues for months. And yet the unit was cooling just fine, and I have a detailed home inspection report stating that it was in working order prior to closing of May 6, 2022, and only needed freon which was done prior to closing. No one contacted me, nor inspected the unit prior to this conversation. I presented several scenarios to the representative asking if those claims would be denied as well, and all he would say was that each claim is addressed individually. I purchased (2) policies with this company, one for my main home and one for a barndominum on my property as well. I am regretting choosing this company already. So now, not only am out the money to purchase of the full years premium for (2) policies, but I am also out the money to repair my A/C. I did explain to the rep, that because of the delay in their response, I had contacted an A/C Company, and luckily, the part is still under the Manufacturer's warranty, and I only had to pay for labor, but he still would not even discuss paying for the labor. I will admit that by the end of the phone call I was very upset, and I didn't appreciate the condescending attitude of the representative that I was dealing with, which most definitely changed my tone and attitude, and probably could have been more gracious.

Horrible experience with CHW on non-repairable frig. CHW repairman said if was repairable and the parts were still under warranty, so CHW required me to track the parts down with KitchenAid. Parts were sealed systems requiring a certified installer. After 3 months of back and forth with CHW and KitchenAid, KitchenAid finally send me the parts since the CHW repairman said he was certified. He installed them and charged the frig with freon and said it was fixed, but it was not. 2 more visits from the repairman ended up with him stating it was non-repairable and they started the replacement process. I had Kitchen Aid come and evaluate and their very knowledgeable repairman took one look and said it was non-repairable from the beginning and the CHW repairman should have known this from the very first visit. Then to put salt in the wound, CHW only gave me $900 for a frig worth $3100, as they are not required to match the brand, dimensions, color, etc. of your frig, only math similar features, capacity, and efficiency. I'll never use CHW ever again and will never recommend CHW to anyone. Over the last 3 years I've used them, every single repair, etc. I've had has turn out bad. Their top rating is a joke!