Choice Home Warranty
Reviews and Complaints

CHW denied valid claims for repairs or replacement for our AC, our toilet, and in the past also a roof repair. They falsified the reports made to them by their technicians who came to our home to do the visual verification of the condition of our items. Also the technicians refused to supply us with a copy of what they filed to CHW with 1 exception. Most claims of any dollar amount are automatically denied and bogus reasons given / made up and sent to there policy holder. Its an endless nightmare of denials for coverage, of false reports being sent, of refusal to supply the policy holder of the report that is sent in to make the claim like now. - Team Alpha plumbers. The agent at their office has refused to send me a copy of what they filed for my toilet claim. Beware. Stay away. Save your money and your sanity. Bad BAD Choice with Choice Home Warranty

I opened a claim on 11/1/21. Choice called Sear (A&E Factory service) to assign the repair order. They visited our home on 11/2/21 after 1:00 pm. Service tech said we had a bad circuit board and ordered a new one. At that time, he informed my wife that he would be back on 11/11/21 to install the new board. We received the new board on friday, 11/5/21 and I notified both Sears and Choice that we received the board. NO one returned a call and I called choice several times afterwards to speak to claims rep to get Sears or someone else to install the board. But as anticipated, no one could be contracted so we had to wait for Sears. They installed the board yesterday, 11/11/21 after 1:00 pm, technician said it would take 6 hours to cool down. 18 hours later at 7:00 am this morning, refrigerator still not working. I have called both Sears and Choice, no one will help. they tell me sears next available appointment is 11/17/21 then a few minutes later, it said 11/18/21. The 3 choice reps keep repeating to me there is nothing they can do, the system is what it is and all I can do is wait until Sears shows up. I suggested they open a new claim to see if they can find a different service provider to come to our home sooner to re-evaluate and repair the refrigerator and they told me they could not do that. they would have to cancel the sears visit and start a new claim and they suggested not cancelling and just waiting because they have no idea if /who they can get to come analyze and repair the refrigerator. so, we have been without a refrigerator for 13 days and counting and now we have to wait until 11/17 or 11/18- I really dont know which day for them to send another inadequate service techintian to perhaps once again, make the wrong evaluation and who knows what happens after that. The refrigerator is an LG and less then 2 years old. Very sad service

Policy # [protected]
Claim # [protected]
Location 2585 Rosedale Drive Morrow, GA 30260
THUR., Sept. 2, 2021
CHW Technician: JAMES Appliances
Technician Phone: [protected]
I have spoke to James at least 2 times by phone to get the repair done. But he has not come to my house to complete the job. Also, I left messages on his phone and texts, too. Please help. Thank you.

To Whom It May Concern:
Policy # [protected]
Over $1000+ to have CHW to follow their slogan, promises...of "We Fix it or Replace it" as well as 24/7 hour service. I've been waiting for my dryer to get fixed since Oct. 17th when I placed 1st call to CHW. Here it is Nov. 11 and nothing. # times the tech did not show up at time sent and then, yesterday, tech either went to wrong house because no knock on the door or doorbell rang...I was upstairs, saw a call at 3:05 email said he arrived at about 3:15. I ran outside because I WAITED all day long - a 4th day wasted amongst numerous others as well as useless or misinformation in emails or wasted calls to numerous people including Kelly & Shauntal Dawkins at HQ ( supposedly) as well as Christian... numerous others ( I will say that it seemed Wendy & Gina - at resolutions at least tried to help expedite the tech arrival to no avail) regarding not one thing being fixed or replaced in regards to dryer, water heater or roof leak. It seems I just pay a technician $65 every time to be told CHW can't live up to their word because nothing has been fixed nor replaced and definitely not handled in professional way nor in a timely fashion and yes, I've been livid and furious because I should have paid the $1000+ to myself for all the days taken off, phone calls to find out why tech didn't show at appropriate time or in most cases not at all. I've many calls and numerous emails documenting this unprofessional handling of everything showing cancellations, rescheduling all due to not showing up the first time to fix or replace when it should have been handled 24/7in every case. BTW - none of the techs scheduled worked Sat. or Sun. and Angel didn't work Mondays so no, you aren't 24/7 get it done swiftly are you? Victor Haken is rich on people like me that trusted his company to come through if needed but he never intended to do so did he?

Had a major leak in shower. called and CHW said they are not an emergency service. I paid out of pocket 400.00, because water was everywhere. I called for the other leakds and they sent a person who took the money, and never came back. Called CHW they gave me a number for an appt. He never showed, could not get him on the phone, neither could CHW. Now they send a 3rd guy who came out at 7PM his appt was at 9AM. He said he couldn't fix the leaks, needed a new faucet.He was a home improvement guy and would not do it. I called the CHW and they said he needed to send a diagnoses which he said he did twice. They said they never received any diagnoses They said I could get a plumber, but he needed to take pictures and diagnose the problem. He did that on his phone and CHW said they got it and would authorize within 30 minutes. 2 hrs later no call and the plumber said he couldn't wait, Several days later and several calls, CHW said they received nothing. The plumber was unable to resend so I had them send to me and I sent to CHW. After 3 people who said they got it, they are now saying I have to resubmit but in my own words as additional notes. THIS HAS BEEN A NIGHTMARE AND IS STILL NOT RESOLVED.

I ask them to stop, to remove me, to block me every day they keep calling. I block the number, a new guy calls the next day
They will not stop no matter who I call and speak with. I do not know what to do.
[protected]/4 4:04pm - answered and asked to be removed
[protected]/2 4:04pm - answered and asked to be removed
[protected]/28 3:43pm - answered and asked to be removed
[protected]/26 2:50pm - declined call
[protected]/22 3:29pm
[protected]/22 12:29pm
[protected]/22 9:28am
[protected]/22 9:28am
[protected]/21 2:25pm
[protected]/21 11:23am

Not sure how these people can sleep at night knowing they scam people out of coverage. I have a cracked heat exchanger in my furnace as what I was told by the horrible guy that came from the insurance company to look at it. Took his picture and sent in the report and boom not covered. I will never use this company or refer them to anyone. Scammers

I am in Atlanta, GA. Choice Home Warranty (CHW) talked me into buying a 5-year policy for $1960 with $65 service call fee. They promised that I could cancel it and get a refund if not satisfied. However, it is impossible to get any refund. Recently, my water heater is leaking due to normal use. Their technician did nothing to find or repair the leaking part, but asked $65 in cash or check, instead of credit card which he said many customers dispute the his charges. CHW then baselessly declined to repair or replace my water heater even though their tech did not even diagnose the leaking part to determine whether it is covered or not. Also, their contract vaguely exclude some major parts to make a appliance basically not covered.

So, I was tricked to pay $1960 for their home warranty for basically not coverage and then paid their technician $65 for not even finding out what is leaking let alone repairing it. This is a scam which I am complaining.

I had a combo heater light and fan in my bathroom The light in the fan could not be repaired so I need a new one. The electrician said it was just just old it was at least 25 years old and because of it being in the bathroom it was understandable that there was moisture. The represenitive called and my claim was denied. She said that it was water damaged. My ceiling in my bathroom has never been water damaged. with steam in the bathroom or course there is moisture. I was also told that my electrical down stairs in the kitchen was also water damaged but there has never been any water damage in my kitchen. I am very upset that my claim was denied. I reached out to the tech that repaired and replace my items and was told that the upstairs fan/ heater and light was just old. I fee l that saying there was water damage was just a way not to pay my claim. I was assigned a claim manager and she said she was going to reach back out to the tech but she hasn't. He could not believe my claim was denied. My claim number is [protected] my phone number is [protected] this was in 10/21

I have two AC units in my home. In 2019 I had an issue with my main unit. My claim was denied by Choice Home Warranty because they said the unit was dirty. It is an outside unit and near a tree. I had to replace the unit myself. This year my second unit is not heating properly. I had previously reported a problem and it was not resolved. I submitted a claim a few days ago. The technician came out, told me it was normal wear and tear and reported the damage to the unit was due to normal wear and tear. I received a response from Choice Home Warranty denying this claim stating it was abnormal wear and tear attributing the damage to "dirt". Why pay for a warranty that does not fix items that break? I believe this is their go to response to an initial claim like some of these major insurance companies. The purpose to discourage the filer, and not having to take responsibility for what they are required to do unless the filer presses the issue. Today I received a response from the company because I disputed the decision. The lady would not listen, we had only fifteen minutes to discuss the issue, to what I was trying to say. I asked how can you say the technician's assessment was wrong when he actually examined the unit and your administration did not? She was not nice and insisted that she would not argue with me. She is forwarding my complaint to another person and I should hear from them regarding their decision within the next 24 to 48 hours.

Policy:[protected]
Sherial Jamison
Fort Worth, TX 76112

I have filed 4 claims for repairs.
1. To repair dryer. Technician had to come out twice because use wrong part to make repair. 3 week wait time.
2. Repair bathroom sink. old parts that still had rust on them used to make the repair. Sink still does not operate properly. 5 weeks to complete unsatisfactory repair.
We were told at this time that Mr. Smiths Repair would not be used again and we would be assigned a higher quality of repair companies.
3. Refrigerator in Garage..technician unable to repair, Choice only offered 736.00 towards a 25cu ft. Kenmore side by side refrigerator . Forcing us to pay more than Choice gave us to get a similiar but much cheaper refrigerator so that we could get our food out of coolers.
4.Drain stoppage- Mr. Smiths sent out and could not clear with the 25 ft. line used but suggest vent pipe on top of house. Their equipment was not right to clear this drain. 2 attempts made to speak with associate assigned to this with no resolution.

The reason we opted for a home warranty is so that we can get a peace of mind. But with Choice Home Warranty its been a nightmare instead. I have called and filed a claim for faucet, Fridge, Microwave repairs within the last few months. For the Faucet, the technician came and told that he needed to go buy the parts. Never came back, instead tells that the part is not covered and we will have to pay $600 for replacing the cartridge. If the part is not covered why did he not say that during the visit? Also, when i checked the price of the kind of cartridge that he was saying was not being covered the cost of the part was $35. For the Fridge, the issue is with the dripping water for which i had a claim and a technician came to fix. Just a few days later, the water started dripping again. So when i called them again had to pay the $65 again to get someone to come for the issue that was not fixed. Even after paying the $65 for the second visit. The Fridge is still not fixed. For the microwave also, it got fixed for a few days (4-5 days) and then stopped working again. When i called them they say that i have to file a different claim for someone to come take a look. Not sure if their intentions are deceptive or their technicians are not experienced enough but in either case its a nightmare for the customer.

I place a claim in September 2021 about my samsung refrigerator ice maker not working. They sent a technician out to my residence and he determined that the ice maker was not working and needed replacement. Choice Warranty replied "It has been determined that the ice maker has failed and requires replacement. However, this unit falls under the service bulletin for known manufacturer defects. Please contact Samsung for assistance"

I already told Choice Warranty that the ice maker wasn't working when I put the claim in. They should have check the service bulletin to determine if they would replace it before sending a technician out to my residence charging me $75.00 for what I had already told them over the phone.

I am no longer under contract with you but you took two payments from my credit card last 4 didgets 1340 exp date 09/2023 visa.
da 87418
date charged 09-15-2021 $44.28
date charged 10-15-2021 $41.50 total $85.78

Please credit immediately!
Patricia L Mora
5 R0ad 1290
LaPlata N.M
[protected]
[protected]@gmail.com
I no longer want your service as you never want to cover any of the claims submitted. I bought a 3 year contract but you only covered 1 claim the I moved to New Mexico in 2019 and called twice to cover a plumbing problem you refused.

I called choice home warrant, for a dryer repair. The Tech came out and determined two thing were not functioning. The Gas igniter and gas cylinder that contains the flames. Tech tech said the two are the most expensive to fix and he needed a OK from choice home warranty. Choice home warranty came back and said instead of fixing it they would pay for a new dryer. According to the contract they are also responsible for installation. I get an e-mail that they are happy to announce they would send a Lowes gift card for $350.Are you Kidding me. The cheapest dryer without installation was $595 if they had it in stock. Dryers even cheap ones are $695 at Lowes plus installation cost. What they must of did is determined the most they would pay for a repair on a dryer then determined they didn't want to pay that amount and offered me the max they would pay to fix it and offered me that amount for new dryer. Im not expecting all the new gadgets just a dryer that works. If Choice thinks they can buy one at the price like the one I have or close to it please buy it and have it installed. They know they cant. Fix it then the parts are available. I have a Westinghouse LG4441xwwo
policy #[protected], Claim [protected] There contract doesn't say how they arrive at this amount but they claim if they cant fix it they will replace it.
By the way I have to wait a week before anyone will respond, I had to make an appointment. I cannot dry my cloths in the mean time.

I called to report my icemaker on my refrigerator to be repaired. Choice home warranty sent a repairman who did not fix the icemaker when he came the first time, so I called the repairman and let him know that the icemaker was still not working after a few days of waiting to see if the ice would make from the refrigerator. He then came back to the house after a few weeks just to tell me that he was going to order a whole icemaker and install it to fix the problem. After he left my house the second time he never came back or called to inform me of the part. I tried calling him many times and he never answered but sent me straight to his voicemail that had'nt been setup but before I was able to call him with no problem. I then called the Choice home warranty and they said that I would have to pay another $65 service charge to send out a different tech even if the fault is not mine but the techs fault who was waiting on the part. They said because I did not call the office within 30 days and that he said the appliance was fixed in which it was'nt and that there is nothing that they could do due to they said they closed the case. I called the office on several occasions to try and resolve problem but was told it would have to be taken care of within 30 days of the tech coming out in which he the tech made sure the mysterious part that never came in was going to be way past the deadline of 30 days from the initial time that he came out.

Initially Choice seemed like a great deal but in the end you get what you pay for. We had a contractor come out to check on our water heater when it stopped producing hot water. They replaced a part and then two weeks later the water heater burst. When the contractor came back out they admitted fault and expected Choice to cover at least a portion of the repairs. They did not cover any of it. What is the point of a home warranty if it doesn't cover things they say they cover? On top of that when it came closer to renewal time they kept calling me multiple times per day from different numbers. I have had to block them over and over again. They also emailed and texted me. When I replied to them with my concerns about this harassment and poor treatment they ignore it. They then proceed to keep calling. They also tried to auto renew me without me first approving it. At the time I write this review my warranty has expired and I'm with a different company. But the calls still keep coming. Avoid at all costs!

My company Towne Lake Heating and Air had been providing HVAC services for Choice. When we stopped working for them they put all unpaid invoices on hold for no reason. They told me for 180 days. Well I waited the 180 days and they now tell me it takes 8 to 10 weeks for them to send payment once the hold is removed. Do not make the mistake of working with this company .They have no legitimate reason to hold our money and I've worked for several home warranty companies and have never seen anything like this and they also will just decide not to pay invoices while you are working for them leaving you out of pocket for parts and labor. Not an honest company.

On 10/6/21, Baker's came to the house to fix the garbage disposal. The tech recplaced the unit and then left. I put the dishwasher on the it did not drain. I called the tech and he was going to look into the problem and said that he did everything correctly. Therefore, on 10/6/21, I had to put in another claim for the dishwasher and had to pay yet another service call fee. The dishwasher tech said that Baker's did not knock out disposal hose for dishwasher not out (removed). I am not very happy because Home Choice would not reimburse me for the first service call; nor would they offer any consolation for a bad job of Baker's. Please do not ever send Baker's to my house for any repairs.

I am 80 year old woman. My AC went out during a heat wave an
Nd a service person was sent but it was 2 days before they arrived. They cleaned the unit and left but the unit was still not cooling. When I called back for a technician to returnI was told it would be 2 weeks. After discussing the agent said if I could get someone else sooner to do that and submit the invoice. I submitted this invoice and so did the AC company. They have refused to pay saying I did not have prior authorization.