Choice Home Warranty
reviews and complaints

On May 22, 2021, I filed a claim that my refrigerator/freezer was not cooling. (Claim #: [protected]). Today is 5/31/2021, I have not received a response from a contractor. I have made several phone calls and explained I had a loss of approximately $400.00 in food and medicine. (My wife has liver disease and certain medication should be refrigerated.) For the first three phone calls, I received canned answers by email. Calling back, one representative claimed that I would receive a phone call from a contractor within the hour. An hour passed and no phone call. I call back and the next representative acts like she does not know what I am talking about. I ask to speak to a supervisor and am told none were available. When I said I would wait, I was told the supervisor would tell me the same thing. Finally, the representative told me a supervisor would contact me within 24 hours. When the supervisor called, I had one question. How long is too long to wait for a contractor? He said he avoids answering that question. My response was " so I could be waiting a year for a contractor? He said, no that would be excessive. I ask, what are you prepared to do when the wait time becomes excessive? He said, "we will do something else". I ask, what is something else? He answers, if we get there you will find out. He goes on to explain this type of service is common with all home warranty companies. That is not true with my experiences.

I bought this house in August of 2019 and the inspection said the A/C unit was performing at 95%. I bought a total plan and used it for the first time in May of 2021 and my claim was denied. The case manager was rude which caused me to get loud and he would not listen to my details of what should be covered. I called the service technician and he stated that many of the failing components were not caused by the reason the claim was denied yet the Home warranty denied all of the claim. I am very upset. My wife and I are on a limited budget due to her not having a job during the last year and a half due to Covid and we cannot afford to replace the unit and the home warranty was our only recourse for help. My policy number is [protected] and the claim number is [protected]. I have tried to call and set up appointments over the last week and have been hung up on before I am allowed to talk to someone and when I talk to someone they tell me it is not their concern and will document my call and have someone call me back. If I were to rate your company for customer service it would be a negative number.

I turned in a claim a little over 2 months ago for my washer leaking and not spinning. They assigned a tech right away and he came out the following week. I was super happy already thought better customer service then I received from my previous warranty company and boy was I WRONG! He came out very friendly was here maybe 5 minutes and said he needed to order a pump and that would fix both problems. Day 1 taking off work the next week he came back out installed pump and left I ran the washer and no go both problems still existed! So I called him and he came the next day up to the 3rd day off of work then said it has to be the control board so he ordered that and we had to wait 2 weeks for it to come in the another day off work and he came out to install in and said that would fix the spinning but he now located a leak in the hot water inlet valve that it causing all the leaking so he would need to get approval and get that part. Well in the mean time I tried a load of clothes and it still did not spin so I called and let them know that the spinning was still not working as well and he said that maybe the hot water valve would fix that to. so that part came in and I took another day off work and he replaced it that fixed the leaking but not the spinning so he said there was nothing else that he could do for the washer and let choice know. Well the said they needed to send another tech company for a second option. So a week later the other company comes out this guy looked over the washer and tested some wires and said it should be the pressure sensor he doesn't usually see that in these models but it sounds like that is it. So they have 2 hour to submit DX to Choice how about a week later me calling choice everyday they finally submitted a DX choice just kept saying give them another 24 hours and so on. Well the switch came in a few days after approval and they installed it today. I started a load when they left and went to check on it and it went into DC error because it will not spin still. So I tried the company no answer so I call Choice and let them know they try company with no response surprise surprise it took a week to get a DX the first time. So she said I have to give them 48 business hours which with the holiday on Monday that puts me at the middle of next week to wait and see she said if no response by then they would assign yet another tech company to come out! So at this time I have taken 7 days off work pay between 46-52 dollars a week going on week 10 at the laundry mat plus all my time and then the money I have gave choice for the warranty services I could have bought a brand new washer and dryer set for the amount I have put out! I would not recommend this company to my worst enemy!

They do not stand behind what they claim and I can't get anyone to cancel it. I paid for 3 years up front with good faith and got the you know what in the end. Run from this company . They will not pay for a broken toilet which is under contract and should be replaced It also took 5 day for the plumber to get to my home. The first plumber refused to show . My home is just 10 years old and built very well. I'm trying to call them they keep hanging up and claim it's phone problems they will not address the problem they keep you on hold for hours and never answer. I'm done and all I want is my money today back.

05/18/2021
#[protected]
I called about my Air Conditioner and a tech was sent out right away. After his review he noticed a leak in a copper pipe and submitted his report and pictures. Choice come back with "It has been determined that the HVAC system has developed a refrigerant leak from the valve. The amount of refrigerant missing from this valve is not a failure that would occur under normal operation of the system. Additionally, due to running while low on refrigerant, the compressor has failed". I contacted the maintenance man and asked him if he felt the system was tampered with and he said no. I looked up wear and tear on copper pipes and it can happen. When I purchased this warranty I explained to the sales agent that I just purchased the home and if choice will cover repairs needed. He stated purchase the total package and it will. During my appeal meeting I asked questions and the case manager just kept repeating it's not covered not answering my questions. I have requested a copy of the report and any pictures and the case manager said he will email it to me at the end of our conversation, I never received it so I call back and was told I need to get it from First Class Air LLC. I contacted him and he said he submitted the report on line and don't keep records. My sister owned this home before me and for 12 years and had it serviced regularly and never had any problems.

they won't to give me a by out of three hundred dollars, I did not expect because I have, six hundred in the hold thin, IM a handicap so I have to pay someone to take my my clothes to the laundry mat.if they had not gave me the run around.this would not happen . and they still don't work with me are.call me .

I filed a claim in April about my pool. The first tech assigned canceled within 2 days of being assigned. After the 2nd tech assigned also canceled I got suspicious so I called both to see what was going on. The first told me she was not a vendor of theirs but did work for them one time and never got paid. She apologized but would not work with Choice again. The second laughed at me and said he was an electrician and Choice was a scam. He told me to get a lawyer.
I called Choice to be on hold for ever and then the customer service was no help. Then a supervisor called again no help. Now the tech assigned is in Alabama, I live in NJ. I am pretty sure he will cancel as well. When I pointed out to Choice that he is 15 hours away they said they knew and he would help. I don't know what kind of scam you are running but I want my pool fixed immediately!

Terrible service providers waited 4 months for different technicians to properly diagnose and fix my dishwasher after 4 months of not working decided they would "replace"it with an amount that would not even cover 1/2 the price of a replacement and now waiting a month more and still no check. Then hot water heater went out they had no technicians so I had to get my own and since the technician fixed it on the spot without waiting for their inadequate response time to approve it they will not reimburse me for the cost. The absolute worst company I have ever dealt with. I will be cancelling this policy ASAP.

Gas hot water heater broke down on May 22, 2021, I immediately called Choice home warranty. A technician came out and couldn't repair the heater because he didn't have the parts and that he would report the problem to Choice, less than 2 hours later, I recited and email from Choice stating my claim was denied due to my gas water heater was a oil water heater. I immediately appealed the decision and was assigned a case manager, who is always not available. I scheduled an appointment with the closest one is being 6/2/2021. I am impatiently waiting on a call back. I have continually called to no avail, and I am still without hot water. I previously had a problem with this GAS heater, reported it to Choice who sent out a shyster repairman who also couldn't fix the heater. I ended up emptying the heater and took it back to Home Depot who exchanged it at no cost. The customer service is a joke, I will be canceling my contract with Choice and at this point I want my service fee refunded, my gas heater repaired and they should pay for a hotel room. I would never recommend this company to anyone. It's ridiculous that it should take this long to install the parts that Rheem sent to me 5/20/2021, so they can't use that as an excuse for they delay.

Choice Tech came out with 3 kids and a woman in his SUV. Very unprofessional with no equipment and tried to "make a deal" instead of using choice! Called in his report to choice and 5 minutes later I get an email denying my came as "pre-existing" without asking me any questions!

Scam company that isn't what they pretend to be! I cancelled my policy and in the process of looking for someone else!

Run from this company cause you will have to fight for every claim you make!

Don't waste your time!

Murphy Broussard

Last week, well i'll say for at least 3 weeks we have been waiting for choice home warranty to replace our ac unit. For 4 years they've sent tech's out to put a band aid on it just to get us through the summer. And every summer we have to call them out. 2 years ago a tech came out and was honest with us and told us the unit needs to be replaced, he also told us this warranty company sucks and they don't and will not replace any units. And that they are going to keep throwing band aid's on it. We live in ga. Need I say more? We've been in the 90's heat index of 100. There have been 2 tech's out to our house 3 times, this company has not communicated anything to us at all. I do not recommend this warranty company to anyone. We are having such a hard time and have been for 4 years with this company. Please stay far away from choice home warranty.
We have children here and my husband has health problems. This is not how you treat loyal customers.

Claim # [protected]/Kellogg/12608 Prestwick Drive, Fort Washington, MD 20744

My husband and I have a home warranty account with CHOICE Home Warranty. Three weeks ago, our central air conditioning unit stopped cooling, so we called them. They sent an HVAC company to address the problem, and the tech who examined the AC unit said it needed to be replaced. It is over 25 years old and has reached its life expectancy (irreparable). They submitted their report and recommendation to CHOICE, and shortly after, we received a lengthy email from CHOICE refusing to replace it. I shared this with a close HVAC friend who, after reviewing our contract, the HVAC tech's report, and the refusal letter, talked with a customer rep at CHOICE. Basically, he said that we were being "stiffed" for a replacement.

My husband, who has some serious health issues, is a few months from turning 80 years old, and I will be 77 in June. It is not good for either of us to languish in heat. We have ceiling fans around the house, but they only circulate hot air.

We do not need an entire HVAC system. Our heating system is only 4 years old. Only the AC unit needs to be replaced.

Choice Home Warranty refuses to honor the optional Spa coverage that I have paid for. In the contract in inclusions it states above ground is covered. Under exclusions, above ground spas are not covered. Customer service is virtually impossible. Escalation team does not call back at appointment time. The escalation is obviously overworked since all calls are by appointment only. No wonder they have over 600 unresolved claims.

It is with great regret to inform that I am very unsatisfied with the service provided in repair/replacement of devices. Choice home warranty did not stand behind their claims, the customer service is terrible. It is hard to speak to live person about a claim or to know the status of the claim. The replacement cost for my washer in the form of gift card is way lower than the price of a similar new washer, so here is the first contradiction of your statement. I have to wait for the technician to fix my microwave for more than 2 weeks, now he says it needs to be replaced. So I have to wait don't know how long to get the money to replace it and I am not sure how much money will I get for replacement. I will definitely not recommend Choice Home Warranty to anyone I know and am thinking of cancelling my policy.

7 days no hot water. Contractor fails to report. Choice fails to follow up. Over an hour on phone no resolution, no communication. On hold still seeking a supervisor. No answer. Replacement value on two other claims low balled less than half of price for replacement of any models. This company should be investigated for fraud,

This is not a complaint other than I do not seem to find an e mail address for your company.

Dear Madam or Sir:

I have been trying to make a contact but run into your China virus problems. I am not sure of the dates requested. Our Dishwasher burned up electrically. Filled the house with fumes leaving burn marks on the cabinet. An electrician came and indicated the unit is a total disaster and cannot be fixed. Your local agent has not visited.

We have gone to the local Lowes store and chosen a Whirl Pool replacement that is yet to be installed. The China virus has impacted their operations too, supply and installing.

We need to inquire of how you handle a settlement for our purchase of a replacement of this dishwasher. I feel confident you do not allow as much, as our even discounted price for military veterans.

This E mail is [protected]@wellnessquest.org and my cell phone is [protected]
I appreciate your attention to this matter. I suspect this is irregular in nature, but lately many things are, for multiple reasons.

Harley R. McDaniel 07/16/1936 account # unknown
#4 Woodland Drive
Mansfield, Texas 76063

In January I filed a claim and did not know I needed to watch for an email. Unfortunately, I was expecting a call from the repair folks and when I did not recieve it I researched.

Then it exceeded 30 days and the repair guy stated a braket was missing to the band inside the dryer box. Choice Home Warranty then said because the piece was missing it was not covered. The repair man said to me it was normal wear and tear and the bracket cracked and fell into the drum and he could not see it.

I disputed this because the same repairman came for my washer and he said he believed it was incorrectly interpreted. Choice said they would pay for some of the parts and I would owe some — OK so they told me to file a new claim.

This time it was denied because I had not done the initial repairs. This time when the repair guy came he said it wasn't worth repairing it was wear and tear and needed to be addressed by CHW.

I call back AND set another appt (I've had 3) with the claims specialist Shanquel. She said she only set up the 2nd appt because I was unhappy before and knew it would be denied — So I am unhappy with wasting multiple days waiting on phone calls - since you have to be available when they call and I am in Sales and usually on employers' site. I also took off time to be available at home for repair folks.

This process is tiring and wrong please call me at [protected] at your earliest convenience.

I did not authorize the charges of $1485 on May 4 to my Bank of America Credit Card.
Simon Louz, the Sales Representative explained this away as a mistake that would be correct that day.
As of today, May 15, I do not see that the error made to my checking account was corrected.
I should only be charged $462.00
I will also request a dispute of charges through my bank.
I know aggressively charging is part of the sales techniques but it is also not ethical and I need my request for a credit honored.

I currently have agreed to the following:
3 years for $1, 386 with the 3 monthly payments of $462.00.
But maybe I should not continue in this business transaction.

Expecting excellence customer service,

DeCarla Mittman

April 20 call. April 21 tech arrives . Wait 17 days for part. Part installed another issue, need new appliance. Choice offers 30 cents on the daollar. Wait 5 days to discuss claim, they call once, i miss the call by 2 seconds, they do not answer call back within 2 minutes of my call. They said a 15 minute time slot and i called before their voice mail was complete. Cannot talk to anyone now wait another 20 days to have them call back 45 days before i can talk to someone if they do not hang up before i pick up