Choice Home Warranty
reviews and complaints

They don't pay their contractors after they authorized jobs that they dispatched to my company. They are scamming the whole system.

The attorney general need to get involved ASAP !

I never renewed with Choice Home Warranty because they were horrible in resolving claims when I was with them. On August 23, 2021 I emailed them stating that they did not have authorization to charge my card and that I want a full refund since they are known not to give full refunds. On July 31, 2021 they charged my credit card. When I talked to Choice Home Warranty on August 24, 2021, they were very rude and I asked them if they made a habit of charging credit cards when the policy was never renewed. The rude man I spoke to said no and I replied well evidently you do. The customer service for Choice is very bad and they like charging when they aren't authorized.

We are having issues with choice sending us authorization for repairs then slashing the prices per price guide that they set up. I set up fair prices and offer world class customer service and don't receive the same back. They call me to say how good of a job we are doing and to keep accepting all the calls we can. I don't understand how you could authorize someone on a oem part then slash their price when it comes time to payout

I have had Choice Warranty since April of 2021 and not needed them until now. When I sign up in April I specifically asked what was covered and mentioned my roof, HVAC, appliances, etc. and was told all would be covered. Well last night (Aug 15, 2021) during a storm. That part went smooth. They sent a representative from Abco Roofing and I paid the $85 agent fee (assuming it was my deductible for the job) and within 2 hours I got a call back from them stating that Choice declined my claim stating the repair needed was not covered! They gave no explanation to Abco or to me when I called and asked why it was not covered, just said it was not covered because it was not normal wear and tear. Needless to say I canceled my policy with them.

We renewed our warranty for the third year, and I have asked several different questions about what is fixable and what isn't, I asked about if my water heater broke and flooded my new floors was that covered, also I asked if something happened to my air conditioner in the attic and it leaked, busted and ruined the ceiling are other things was it covered and they told me yes, but now they are not wanting to, my air conditioner the drain got stopped up and caused it to leak and it caused damage to the ceiling, now they are telling me it is not there problem, this company is a rip off.

This washer is 17 years old. The technician assigned to the repair estimate for repair is over $500.00 including fee and taxes. After ten days Choice approved this repair, over $500.00 for a 17 year old appliance. I contacted Choice right after my notification of approval to repair in 10 days (which is another 10 days to get the parts to repair, if in stock) that rather than make this repair to give allowance on the repair, apply the funds to a new washer and my tenant can have a new washer tomorrow. Choice customer service refused to act in the best interest of their own company and to the detriment of their customer and my tenant. The stupidity within this company astounds me as to the frivolous decisions the representatives make at every level. Any representative knows this machine will most likely fail again due to its age, but on the other hand a new machine allowance will not have a claim during the policy period of coverage. Why an employee refuses to be a good employee who cares about their company and their customer I don't know. If I were the owner or new CEO I would fire all of the numerous incompetent employees and other rude staff who handled this whole claim! Claim #: [protected], Policy #: [protected]

My service is expiring soon, I am fully aware and do intend to let it expire without renewal. I an getting in excess of 15 calls a week asking me to renew my contract. This has been going on for 3 weeks. This is unwanted solicitation, and borderline harassment. The number on their site they say to call to opt out of being contacted us an automated system, that is unable to process opt out requests.

In their contract of the exclusions: Section F; Exclusion 16: They offer you their "actual cost" that THEY determine. It may be "less than retail". They determine there "actual" cost.
1) Washer: My 3.5 cu.ft. top load washer was leaking oil from the transmission and the controls failed. The offered a $343.00 Lowe's gift card. "Their actual cost" The lowest 3.5 cu ft top loading washer was $494.00.
2) Dishwasher: They offered $179.99 to replace a dishwasher. They determined "their actual cost" which is less than the "lowest" $299 build in I could find.
3) Refrigerator: $389.99 was the offer for a top freezer/refrigerator. They determined the "actual cost which I found is ALWAYS lower than retail. You can't replace this refrigerator for under $499.00.

I have not been paid for none of the work I have done work I have done for choice home warranty they put me out of business they are refusing to pay tickets that were 80 to $85 a call I went to the house I don't rent a car they expect me to put my money forward and never get paid they put me out of business

I file a claim regarding my air conditioner unit, would not cool my hnserome on Argust 5th, 2021. CHW sent a tech from a company called tier one. chw stated that the condenser was bad and that I have to pay CHW $589.00 for the condenser and pay the tech from tier one $2545 for a air handler. this is outrageous. I call another company called Blatant for a second opinion. The found that my unit have no feon. I immediately inform CHW, As of today, no results. My name is bradford hinson, 1821 bamoral drive, Fayetteville NC 29304. Blatant is prepared to sent all diagnostic forms of their findings

Had a hot water heater go out and flood my basement. They send a tech out days later to look at. Tech as to submitted a claim. After that they need to receive hot water tank from warranty company putting us without hot water for a week. I paid out of pocket to get it installed sooner. They won't reimburse any cost at all. Even what they would of paid the tech.
This is the second and last time I will be scammed by them. Previously I had a oven go out that cost me $2200 dollars to replace. They said that they would give me $400.

Filed claim and was offered a dollar amount which seemed very low for replacement. Asked for information and received standard email. 5 phone calls and 5 emails later nothing. Went on line and scheduled a phone appointment time two weeks out was first available and they did not keep the appointment. Called and left another voice mail and an email and no response. No info in contract regarding how they come to replacement value and I just have questions. I am not asking for anything but how they determined the replacement amount.

Watch out for this company!
Getting tons of calls from different phone numbers.
That only means one thing…… a scam!
Cannot tell me who they use and the policy is written that they will decide if they are going to pay claim.
Buyer beware!

Today is August 4, 2021. I opened a ticket on June 6, 2021 and am still waiting for a repair.

The first company tech they sent had horrible reviews so I asked for a second company to be sent out. I don't want a sketchy tech fixing one problem only to find something else that's not covered (happened in the past).

Second company found the same problem with the unit. Bad relay on a circuit board. After waiting for several days for approval from Choice, I gave them a call. "Paperwork wasn't submitted" said Choice.

They did not have another third company waiting in the wings so they said I could get a local company to do an assessment and I could send the diagnosis to them for approval. An additional $89 out of my pocket for company number 3 to find the same problem. That launched my task to submit reimbursement paperwork to see "if" they would cover the repair. Again I get the information that the third company "did not submit the paperwork" (I'm beginning to see a pattern here). I poked the repair company several times only to hear that they did their due diligence but Choice was insisting "no paperwork".

Another call to Choice to get the 4th company out here to fix the problem. Tech came, found the same problem with the relay switch, and left the site in order to get approval. another week down the drain, I can't reach the repair company so another call to Choice.

The Choice agent did some research and told me that they had not received the paperwork from company number 4 (TA DA). He tried to contact the repair company but was stonewalled as well. No response. The solution? Send them an hourly email to tell them to get the paperwork submitted (We all know where this is headed). Now I'm to wait 24 hours and I need to call Choice to find out the status. They don't let me know, I need to call them. (Great business model for a client facing organization).

So tomorrow, August 5th, I expect to hear that the company didn't respond and I need to get a 5th company out for a 10 minute job.
When I get informed that company number 4 has gone underground, I will escalate until I get something solid from Choice or;

If this is not resolved by August 8, 2021, I am filing a claim with the Texas Courts for a full refund of my initial contract costs and all of the co-pays that have gone into the black hole known as Choice Home Warranty.

I submitted a claim in May 2021 to have my air conditioning units checked due to the system not turning on. CHW advised us to hire a contractor on our own since CHW could not send anyone out in our area for 3 weeks. We did so, submitted the diagnosis and bill to CHW and they refused to pay ($185.00). In early July 2021, we contacted CHW again because the units were making loud noises and was not cooling our home. CHW sent a technician and spending no more than 5 min looking at the unit (with his hands in his pocket), said it was due to water leakage. This is the same tech that CHW sent to service my clothes dryer. CHW emailed us that they would not cover the systems. We requested CHW to send another technician..this time to send a qualified professional to diagnosis the problem. CHW sent a tech from CJA Mechanical . After the tech came to our home, a few days later CHW refused to service the units and said it was due to water leakage. We spoke directly to the company that provided the technician and he said that CHW falsified the information so that they wouldn't have to pay. We've been going back and forth with CHW for 3 weeks, with no air conditioning, and have gotten no where. I believe that CHW does not want to pay for repair or replacement of our units, therefore, falsifying documents that they received from the company that came out to our home. The technician that came to diagnosis our AC units was kind enough to send us the written diagnosis to show us that the AC units were not operating because the motor was failing. Due to the motor failing and CHW refusing to service it when we first put in the claim, the failed motor froze causing water to leak into the motor and stop it from functioning. CHW is twisting it around so that they do not have to pay out on our claim. The contractor that CHW sent to our home indicated how frustrated he dealing with CHW and that he is consistently putting out fires dealing with CHW. Each time we contact CHW to try and resolve this issue we are either disconnected or placed with another claim specialist that declines repair or replacement to our units. It blows my mind that a company like CHW will blatantly lie and falsify documents. They should be reported! We have no way of getting this resolved since CHW hangs up on us once we give them our claim number.

I made my claim for a broke washing machine and dishwasher on May 13th, 2021. May 28th I was notified of an appointment made for May 31st, nobody showed up. I was then scheduled with the same company for July 5th which I thought was weird since it's an observation holiday. I called the company to confirm that I was scheduled, I was not, in fact the company was not going to be open on that day, the company did not accept the job that was sent over and they told me that they do not even work with Choice anymore. I ended up paying a handy man to fix the washer on June 10th because we thought it was the drain tube. I notified CHW that techs did not show up and I got a handy man to fix the washing machine. I figured they would close my washing machine claim but they closed both my washer and dishwasher claim. The drain did not fix the washer. I resubmitted my claim for the washer on June 16th and found out about my dishwasher claim also being closed, their reasoning was because I didn't call and tell them that nobody showed, but I definitely did, I called in and told them on the phone. I was scheduled with a new company for July 28th. The tech came out and determined my dishwasher needed a new computer board and the washing machine seal had gone bad.

The dishwasher they told me qualified to be replaced. They offered me $246 in the form of a Lowe's gift card to buy a replacement. The only dishwasher that I can get from Lowe's on that budget is a portable dishwasher. The only comparable dishwasher I can find through Lowe's costs $529.

They denied the claim for my washing machine because they said that a broken tub seal is not normal wear and tear. I called Whirlpool, the maker of my washing machine, I found out my washer is 12 years old and I was told that a broken seal is absolutely "normal wear and tear" for a washer that old and, in fact, you can have a seal go bad within the first year of buying a new washer and it still wouldn't imply owner abuse. I then hired my own technician and got his diagnosis, which was "Ran test, unit needing gear box, inner tub, outer tub. Not economical for repair. Normal wear and tear. No customer abuse."

I requested a case manager for both of my claims. I had to schedule appointments for a 15 minute call, one for August 3rd and one for August 11th. Today was my first call for my washing machine. I requested to be contacted via text or email, I have stated numerous times in phone calls that we are very rural so one my reasons behind requesting that type of communication was because I hardly have cell service. I have one spot on my porch where I get one bar of service. I waited there for my 1:15pm phone call and at 1:19pm I received a voicemail, the call did not come through. I called back immediately, still within my appointment time frame, I was put on hold for just under 15 minutes and then I was hung up on. My phone did not drop the call, the held line was picked up and then hung up. In the initial email sent to me introducing my case manager I was told I could contact them via email and/or phone number with extension. I have sent both people an email and I have tried calling each twice but they never answer and it doesn't allow you to leave a message.

My family of 6 has now been without a dishwasher and washing machine for 2 1/2 months. We are spending about $80 a week at the laundromat. I feel like these people are stealing money. When I signed up I specifically asked about the amount of service techs they have for our area and I was told "Oh, yeah, we have A LOT of people in your area." I was very specific in the questions I asked about coverage/available techs because living rural I have learned that this is not an uncommon occurrence, not being able to find techs. I was reassured over and over and over again about techs and I was told that if there is a need to replace the appliance will be replaced by something comparable or if a comparable one is not available it will be replaced with the next step up but, as it turns out that's not the case and when something does break it seems more likely that not that they will not cover it and they're definitely not going to give you a replacement that's comparable to what you currently have let alone anything that would be deemed a step up.

I have had 5 appointments scheduled through CHW for tech diagnosis. 2 of the appointments companies told HW that they did not work on gas appliances but CHW scheduled them anyway but of course I waited not knowing that they were not coming. 1 appointment was canceled the evening before by CHW, I don't know why. 1 appointment is scheduled for August 23 more than a month since the work order claim was submitted by me. 1 tech came out and said he recommended replacing the oven as it would cost almost as much to fix t as replace it. CHW claimed they never got the diagnosis however I called the repair company myself & they told me was sent, would send again & they even emailed me a copy of the diagnosis. I missed a funeral today because I was told several times that I had an appointment scheduled for today and I was scared to try to try to reschedule with all the problems that I had. Of course there ended up not being an appointment and I missed the funeral for no reason. While I told them from the beginning that it was my gas in wall oven they continue to put cook top on all of the work orders. They have lied numerous times regarding the situation. They continually ask me to take the reimbursement option but I refuse to due to untrustworthiness of the company & the 100's if not 1000's of negative comments advising against doing so.

Claim #[protected]: Filed on July 29. Your technician said it was old and due to normal wear and tear and that it needed to be replaced. A capacitor and a compressor have been replaced in it in the last 7 years. The capacitor was replaced by a local company (Clinton Refrigeration) and the the compressor was replaced 5 years ago by a technician sent out by one of your competitors, Total Protect. The technician was actually a tech from Sears. I think you have been wrong in the denial of my claim and I hope that you will take this appeal and wright the wrong. Please work with us on this claim. I was hoping to stay with you. J. Neathery

My airconditioner quit on 21st July in the middle of Texas Heat - 97F outdoors with heat rising above 100F inside the house.
CHW assigned Quality HVAC for 28th July, 2021 giving me and my family no choice but to stay at nearby Courtyard Kingwood for 3 nites; and call my own Deerwood Air Solutions to replaced the 18-years old non-working components in the attic which were installed by the house builder in 2003.
CHW has now refuse reimbursement even though CHW has failed to provide full and timely repair or replacement .