Choice Home Warranty
reviews and complaints

I own a Hotpoint Side-by-Side white enamel refrigerator Model HSS25GDWW, Serial Number VD227199 in my kitchen at 5546 Beecher Road, Granville, OH 43023. This is the only refrigerator in the home. The defrosting function in the freezer side began to malfunction, causing massive quantities of ice and frost to accumulate in the freezer. I have a 3-year comprehensive home warranty #[protected] through Choice Home Warranty, 1090 King Georges Post Road, Edison, New Jersey 08837 that covers parts failure within the refrigerator/freezer. I filed Claim #[protected] with Norvette Taylor of Choice Home Warranty on 1/23/2022.

Professional repairman Mike Beish of IHN Professional Appliance Repair (160 Neal Ave, Newark, OH 43055, [protected]), with over 40 years of experience in repair of Hotpoint refrigerators, was dispatched to examine and repair my refrigerator on 1/27/2022. I paid Mr. Beish the $45 co-payment when he arrived on 1/27/2022. Mr. Beish determined that the electronic control board and heater units of the freezer side were defective and were not repairable. Mr. Breusch contacted Choice Home Warranty [protected] and informed them that the electronic control board and heater unit of the freezer side needed to be replaced for an estimated cost of over $400. In inspecting the refrigerator, he also informed Choice Home Warranty that the refrigerator side of unit had a tiny slit in the base of the door seal. Further investigation (see photos)

Choice Home Warranty immediately declined the repair, stating that the repair was not covered because the slit in the door seal of the refrigerator side caused the failure of the mother board and defrosting heater in the freezer side of the unit. Repairman Mike Beish emailed Choice Home Warranty with the following update “Bottom of F/F gasket split in corner of refrigerator side, if present, has absolutely nothing to do with the operation and/or malfunction of the heater control electronics located behind the freezer side of the Hotpoint”. He further stated that Choice Home Warranty “repeatedly cites causes for appliance failures that are completely unrelated to the failure in order to avoid payment of claims.” A replacement Electronic Control Board (Part PS2364946) retails for $328.91 and the Defrost Heater (Part PS303751) through online PartsSelect.com costs $90.75 plus shipping and tax, and an estimated labor cost of $200 for parts installation. The total cost of the repair is $672.64. If Choice Home Warranty refuses to repair the existing refrigerator, then the Plaintiff requests a new Hotpoint enamel side-by-side refrigerator, or other comparable refrigerator, estimated to cost $1090 from Home Depot, Columbus, OH.

Ultimately, I appealed this decision through claims representative Norvette Taylor, and then appealed through “Michael” in the Appeals Department. Choice Home Warranty refused to speak directly with the technician or further pursue resolution of my claim.

In summary, the Hotpoint side-by-side refrigerator consists of two independent and separate cooling chambers: a freezer unit on the left side and a refrigerator unit on the right side. The freezer unit has an electronic control board located under a metal plate on the back side of the freezer and a heater located inside the freezer side. This system periodically heats the inside of the freezer unit to remove accumulated ice and frost. A slit in the door seal of the freezer side could have an effect on the operation of the freezer heater system, while a slit in the door seal of the refrigerator side has absolutely no effect upon temperature control or heater operations within the freezer side.

Policy #: [protected]

Claim #: [protected]

Look up the history for this claim. There should be recorded messages.

Choice Ultimate customer. Called and local company came & left saying they would be back. Email from CHW they would REPLACE. Offer $248 Lowes card. Talked to another CHW person, was told "replacement" was what THEY would pay/their cost. Offer now $357, actual cost to replace is OVER $700. I want REPLACEMENT! $1250 wasted on CHW contract!

I submitted a claim well over a month ago. It took almost a whole month for your company to find a HVAC company. The one they found is a small mom and pop operation, it looks like to me. They finally scheduled an appointment for today, between 3:00 and 8:00 pm. I get an email at 2:18pm from your company telling me that they are rescheduling for the 10th of the month, another 6 days away. I find your business practices don't align with your advertisements or the things said when I was sold the service. Want to explain?My policy # is [protected]. Quick to get the money and slow to get the service.

EXTREMELY DISAPPOINTED! . Choice sent a technician to my house to fix the broken ice maker in my refrigerator. In doing so he caused an additional problem to my fridge. Every time the ice maker turned on, it overflowed and water spilled out of the fridge. The ice in the machine became a solid block in a day or so because of the repeated over filling. When I asked that tech to fix the machine he said he wasn't authorized. Choice made me file a new claim and pay another deductible. They sent a new tech who caused me to miss three days of work to come to the conclusion that he couldn't fix my fridge, that a plumber would be required. Choice is now insisting that I pay AGAIN to have the damage that their tech caused repaired. I have called them 10+ times, each time I call they promise that a manager will call me back, but a manager never calls. This company is criminal, they take your money and give nothing in return. DO NOT DO BUSINESS WITH CHOICE HOME WARRANTY!

[protected] 46 $150.33 02/08/22 On Hold

[protected] 45 $149.00 02/08/22 On Hold

[protected] 44 $118.81 02/08/22 On Hold

[protected] 43 $159.45 02/06/22 On Hold

[protected] 42 $245.00 02/06/22 On Hold

[protected] 41 $115.00 02/06/22 On Hold

[protected] 40 $239.06 02/06/22 On Hold

[protected] 39 $132.93 02/06/22 On Hold

[protected] 38 $427.64 02/06/22 On Hold

[protected] 35 $474.00 02/02/22 On Hold

[protected] 5 $941.62 01/09/22

[protected] $344.76 01/09/22

[protected]

[protected]

[protected] $245.00 02/06/22 On Hold

[protected] $115.00 02/06/22 On Hold

[protected] $239.06 02/06/22On Hold

[protected] $132.93 02/06/22 On Hold

[protected] $427.64 02/06/22On Hold

[protected] $474.00 02/02/22 On Hold

Choice warranty began with the nonsense about two months ago when they moved me from a "credit card vendor" to a "regular vendor". They said the difference was I would have to wait "net 30" (45 days) to be paid my invoices for plumbing work completed. I submitted my first batch of ten invoices on January 9, 2022. They marked "paid" all of them, but only eight of them were subsequently marked "mailed". The two they did not mail were the two most expensive, one about $950, the other about $500. All others were under $300. This happened again the following week and again after that. I called about the issue asking for an explanation and was told each time I must write to "accounting" through the "vendor portal". I wrote numerous times and each time received nonsensical responses that did not provide any explanation for why the most expensive invoices were not being released.

Then, mysteriously, my account was placed on "hold". I inquired how this happened and was told the representative wasn't able to discuss that. They said it was "per [my] request". Then, all subsequent payment were placed on hold, and I am now owed about $15,000.

The following are just a few of the payments that have been placed on hold in the past 45 days. I spoke to a representative on the phone and told him that I never requested my account be placed on hold at all, certainly not for 6 months, and that I had actually been asked by a woman named "Michelle" if I wanted the account to be placed on hold during my vacation, but that I said no, and we agreed we would not due to the possibility of delaying payments.

In any event, the representative took my account off of hold, but still I see a vast amount of payments still "on hold". Can the holds be removed from these payments on hold so that they can be mailed as soon as possible, so that I can continue to work for Choice warranty? The past due payments not being mailed as soon as possible will delay my ability to work for Choice, as I cannot afford to travel, buy material, and/or work, without being paid the invoices that are past "net 30", and without knowing that other payments are not in "on hold" status without explanation.

Thank You

[protected] $150.33 02/08/22 On Hold

[protected] $149.00 02/08/22 On Hold

[protected] $118.81 02/08/22 On Hold

[protected] $159.45 02/06/22 On Hold

[protected] $245.00 02/06/22 On Hold

[protected] $115.00 02/06/22 On Hold

[protected] $239.06 02/06/22On Hold

[protected] $132.93 02/06/22 On Hold

[protected] $427.64 02/06/22On Hold

[protected] $474.00 02/02/22 On Hold

2:56 pm

Hello,

Vendor Relations has stated that they cannot assist with removing holds on payments and that only your department, "accounting", can assist with this.

Could you please give me a call to discuss this matter further?

As I stated in the last message to you/your department, I never requested my account be placed on hold or "turned off". I wouldn't even know about this possibility except that last week a woman named Michelle asked me if I wanted to place it on hold due to a vacation. I responded that I did not, because I would still be able to respond to emergency jobs and/or any callbacks. She agreed that it might "slow" payments, and so we agreed to not do that.

Interestingly, I learned today, from your department, that I had allegedly requested my account be placed on "hold" not for a month, which was the time period of the planned time away, but for "six months".

Aside from the peculiarity of this alleged request, this has nothing to do with the work orders from January 9th, 2022 that were marked "paid", but still have not been "mailed" (like the 8 that smaller payments that were marked "paid" and then "mailed" from that day), nor the ones from January 15, 2022, a day which also showed the smaller sum invoices being sent out, while larger sum payment was never "mailed".

Also, i fail to understand why, even if I were to have to take a break from working for a month and a half for Choice Warranty Co, without being paid for my labor nor the expensive material I had to purchase to complete your jobs, why a putting of my account on hold would be related to being paid for authorizations that were given for labor and material that your company agreed to pay, in specific dollar amounts, at the end of a specific timeframe (30 business days).

Thank you

4:49 pm

I have written to your accounting department several times, informing you that vendor Relations says they cannot help with holds on payments and that I must write to your department, accounting. Your department writes back each time telling me to talk to vendor Relations. Vendor Relations tells me each time that I must talk to your department, accounting.

I would like to inform you that in the event I am not paid for the Work that was performed and the materials I have supplied at these homes, it seems I have no other recourse than to commence the process of placing mechanics liens on all the houses in which I have worked without being paid.

I will also speak to my lawyer about pursuing fraud/theft charges in a lawsuit that names the highest ranking employees of the accounting department and/or anyone else that may be responsible for placing my account on hold, these authorized invoices on hold, and/or anyone who knows, or should have known, who did this, and who would be able to assist me in having these "holds" removed.

Thank you

I am a service provider in SC who did work for Choice Home Warranty. I recently have been told my account was closed and would have to wait a min of 365 days for payment. I completed 8 work orders submitted for payment and after 3 months of calling and being told

1.Never received fax

2.Proper paper work not on file

3.Fax machine not working

4.Check is in the mail

5.Accounts payable department closed

6.Check never mailed, its going out next week (Nov 23, 2021)

I have not received payment. I am hung up on every time I call to check on the status.

We have several thousand dollars wrapped up in the fraud of a company.

Signed up for 3 year plan because agent gave me huge discount plus lower Service fee of $65 per call . Usual 1 month waiting period , then called the day it got effective without even realizing it was the first day my coverage starts . Then Company disallowed repair of my dishwasher because it said problem was pre-existing . What a rip-off! We were just using it several days prior , in fact there were still CLEAN dishes inside! I changed over to different company !

Choice Home Warranty operates a border line criminal organization. EVERY claim that I've ever filed with them has been a fight! Customer service means nothing to this company; actually, less than nothing! Don't expect anything to be fixed right way either. They have this absolutely antiquated approval process as well. They will send a technician out to "diagnose" the issue, and then they have to go back to their office and submit an email for approval. That's an automatic extra 24 hours. Then if they approve it, and you're lucky enough not to have to argue until you "stroke out", they'll order the part (i.e water heater) for you, rather than let the technician purchase and install right away. How does this efficient process of theirs work, you ask? You guessed it...another 3-5 days. Oh, I almost forgot, they'll also extort the installation cost from you ($500) before they'll order it. And, if you want to dispute it, they "pause the process", and you get to watch your water heater continue to leak in your attic while you wait another 2 days for a "supervisor" to call you

In short, they don't care how it all affects you. My advice, RUN as fast as you can from this company! They'll make your life miserable! I'll never give them another penny!

In December 2021,air condition not cooling, I call Choice and put in a claim, Three different techs came out to access the job. All said it was a bad condenser. The last tech got the job I guess he had the better cost saving for Choice. Now we are mid January and repair is not corrected. Choice approved repair on condenser and labor but not the coil and labor( updating R22 condenser must come with a new coil, government guideline But they refused to pay for coil and labor) Next I decided to pay for coil, labor and crane( 3stories Condo) estimate cost out of my pocket $1000 to get job done. Tech had a non covered cost of $2209 ( cost too High)to do the job But would not give me a breakdown of charges. I ask for breakdown from Choice and tech and tech did not want to use crane. Crane was the best and safest method to remove and place condenser on roof. Tech stated if I use a Crane he will not do the job. Feb 15,2022, I Stop repair at this time and decided to find another repair service and Cancel all 8 sites services with Choice on Feb 17, 2022 . Now having problem getting all 8 sites Cancel. I could not this dispute resolved and I work with Choice and tech for 2 months. Now I got to work to get a refund from Choice. Choice IS NOT A GOOD HOME WARRANTY COMPANY AND CHOICE DECIDE THAT I WAS NOT IMPORTANT AND THE TECH WAS IMPORANT.

My Dishwasher has been leaking water since December 2021 and I reported it to Choice and they have failed to fix it or replace it despite sending the Technician out Twice.

My AC was found to have a leak during my yearly regular maintenance and Choice was notified to have it fix but they refused because they claim not to fix leaks in AC.

Very displeased with Choice Maintenance, I have been with them for more than two years and never required their service until now. They are a scam, they are cheaper than the others, so cheaper is not always better.

I purchased a home warranty from Choice. I needed to have my furnace replaced, which was part of my plan. My first call was around November 18. I had a company come out and they reported to Choice that the furnace indeed did need to be replaced but their company was booked up. The next company that Choice sent out was H&W Heating and Cooling LLC. Several red flags popped up. First, the company letterhead was H&S Heating and Cooling. Secondly, the company was not accredited by BBB. Finally, I compared their rates and they were about $200. more than Service HQ and Fahnestock Heating and Cooling companies. H&W was receiving $827 for materials and labor and my portion was $1045. Being a single senior woman I was not comfortable having that H&W completed the job. So, I asked Choice if I could just get the $827 and I would pick the company I preferred. They refuse to let me buy out the contract. Eventually, on February 18th 2022, I had to pay the full cost to get a furnace with Fahnestock Heating and Cooling. I was very satisfied with their work and the respect they showed me.

We had started a policy with your company back in may. 2021 after getting all the info we discovered that the person we had talked to lied about certain things in the policy we decided to cancel the policy with in the first month no furture payments were made and now 9 month later we have 418.92 taken out of my checking acct yesterday and 52.36 taken out today. We assumed that the policy was closed. With no activity on the account for over 9 months I would like this money refunded

We live in a remote area. Choice Warranty can never find techs to complete our repairs. The last time we had a major issue was a refrigerator that was freezing our food...we long hundreds of dollars due to the 2-month delay in getting a replacement authorized...totally unacceptable.

Our heat went out with zero-degree temperatures at night. I submitted a claim; in the meantime, I contacted our local HVAC tech to review what was wrong. Without that inspection, there was no way to determine the issue. I received authorization for the repair and had it completed on THE SAME DAY. They denied reimbursement because it was the same day...seriously?

This service might work in a city but it is totally useless if you live in a rural area. I do NOT recommend them.

Choice Home Warranty refuses to fix HVAC. They sent a guy out and he stated to the company that it failed due to a power surge. I called our electric company (Coast Electric) and spoke with a Tabatha. They were extremely helpful. They looked at our meter and found there were no power surges to our home on the 4th or 5th of Feb. She also told me there were no outages to our home either.

Choice Home Warranty said we could appeal and Zaria was there to help us. Zaria isn't there to help anyone but who she works for. We did everything they asked including getting the a copy of our home inspection. Zaria called this morning, and said they are not going to fix it. Like I said there was no appeal

They just flat out refuses it. They also still haven't fixed our attic fans. One would not come on at all and the other was running nonstop so we had to use the circuit breaker to turn it on or off. We also for the attic fans had 14 no shows to get the fixed. Meaning they have wasted 14 days of ours. The attic fans have taken 7 months and we still do not know if they work. As for the HVAC I proved there was no power surges. Then all the sudden she says it could have been an internal surge.

My water heater went out about a month ago. It's a Rheem, and sometimes parts are a bit hard to find. CHW sent out a tech who said the gas valve went out... something I already figured out. The tech said he would order the parts and let me know when they came in. A week goes by and no contact. So I contact the guy and no answer. I leave messages on text as well as voicemail and no response. I contact CHW and complain, so they sent another guy.. now I paid my service fee to the first guy so I didn't pay the second one. Anyway he tells me that with the Rheem water heaters you have to replace the burner assy whenever you replace the gas valve or it won't work properly. Well CHW will only replace the gas valve.. says the other parts are "modifications".. what..!?

That's like saying that replacing your oil filter in your car when you get your oil changed isn't included.. it's extra because it's a "modification"..

Totally retarded.. so I appealed and no answer.. the tech says the extra parts will cost $180, so I pay.. because I want hot water again (remember.. I've gone a MONTH without any hot water). So the tech puts everything in and the heater works!

Yea! But wait, there's more! He contacts me and says that CHW won't pay him for his labor (he charged them $250).. sooo NOW he wants ME to pay for his labor.. to which he's going to cut me a break and only charge $150...

WTF!?.. he says that I'm responsible for the charges, but I haven't verified that yet. It just makes me mad that they aren't even paying the techs that do the work...

I'm NOT IMPRESSED...

On Monday Feb. 14, 2022 I entered a claim to have my water heater replaced being that it was leaking (claim # [protected]). I was told that a repair person would come on Friday Feb. 18. I said that was unacceptable being that I needed hot water. I was told that was the best they could do. I said I would get my own person to replace the machine and they said they would reimburse me less the $45 for the service call, which is included in my contract. On Tues. Feb 15, my water heater was replaced. I then put in a claim for the cost of the replacement and it was denied, which I appealed. A conference call was then set up to discuss the situation. On the call, I was informed that my claim was denied because the contract only covers parts not the replacement of the unit even if it is beyond repair. I then questioned how a home warranty company only covers parts and not replacement and was told that is what the contract states. I then found on the Better Business site this law suit against the company.

On October 2, 2019, Arizona Attorney General Mark Brnovich announced his office filed a Consumer Fraud lawsuit against Choice Home Warranty for allegedly making false promises to consumers who purchased a home warranty policy. The lawsuit alleges Choice Home Warranty collected millions from Arizona consumers, but used contract exclusions, payment caps, and bad-faith refusals to avoid paying for repairs. That appears to be my situation and I'm sure many others.

This company is a night terror! Please use another company . I put a warranty on my 79 year old mothers house to help her and ultimately me with repairs. This was Mar the first of July her a/c went out called hcw for a service call no one call back for service this happen for July august . I end up purchasing a portable until to keep her cooler. Totally flustered I called to cancel the refused to cancel kept saying they would make it right that a tech would call in 24 hours well… he call made appointment for Friday I ask are you a a/c repair man said in did car a/c and could fix a/c fri came no show. Called to cancel same thing let up fix this by this time it’s almost September tech came to fix

Furance said call in spring for a/c repair . Now her washer quit working sent Sears for repair I thought great a certified tech called in to check said latch wore out caused door to vibrate wore hinges out parts would be about 500. Hcw informed him not cover because was damage of course I call to talk about got told I need to speak to claim person set up call the told me I opened door so it was damage my me not cover wait normal use is covered the yes but we don’t have that listed as repairs I am sure if parts were less they would not a bulked and paid repair Ps they were happy to cancel plan no refunds of course

My refrigerator stopped working in the beginning of December I reported it to choice warranty they sent out a technician the technician reported the problem they said they could only take care of one problem at a time now it's February and my it's still not working now I'm being told that I would have to pay for parts that's not cover the parts went out do to no fault of mind I feel I'm being swindle I'm 67 years old I can't afford to continue to buy outside food and it's not healthy for me

I had a heating issue only with my central heat and air system, the air conditioning worked fine. The tech that was dispatched said the compressor would not start and needed a new capacitor. Several minutes later he reports to me that there is a leak in the system and is not repairable. The tech sent in a report to Choice Home Warranty that the system failed due to rusted/corroded copper coils. Choice Warranty sent me an email that denied my claim but said I could appeal, which I did. The claims manager I spoke with referred only to the technician report and the company will not repair or replace because rust/corrosion was cited by the technician. I asked if I can have another AC company verify that information but said it will not change the outcome. I escalated this up higher to a Sr Claim manager, Zaria Pearson, who basically regurgitated what the lower level manager stated and confirmed refusing the claim. When I asked to speak to her supervisor she said she had none and there was no where else to appeal to or anyone else I could talk to. I was refused the corporate number or customer service. Ms. Pearson directed me to the 1-800 number on their website which she said would eventually bring me back to her desk at which point she would only deny me again. This unit was functional AC unit except for the heat and now its not repairable. I will need to pay for the full replacement out of pocket, with no recourse as Ms. Pearson said she was the only person who can make this decision, which seems very shady and unethical. I paid a good deal of money for this warranty that is essentially useless in the long run. I am unable to submit pictures as Ms. Pearson said the photos can not be given to me

Couldn’t find replacement part so Choice Home Warranty offered $246 for dishwasher replacement. I had to purchase and pay $185 for install. Original dishwasher cost $550. They offered $246? Can’t even find a new one for under $500. I spoke to manager and was told that was all they could offer. I’m now out $650 after all costs and reimbursement. Whole point of warranty is to avoid large expenditures. American Home Shield always replaced items and didn’t leave it upon me to purchase and pay for installation. Choice Home Warranty truly disappointed me this time.