Choice Home Warranty
reviews and complaints

First I was lied to -They told me had a+ rating with BBB. Then told me they have excellent 5 star reviews-See all the complaints online. Third called the next day after signing up the night before and tried to cancel -took 3 phone calls after being humg up by the salesman I had -Jason(the lier) then took two more calls and waiting over a 1/2 hour to get someone. Then he gave me a hard time trying to cancel.
WOW!

I had been a customer of choice home warranty for almost 3 years, paying $40/month for warranty on my appliances. I submitted my first claim in feb. 2018 for my dishwasher, which was leaking. Chw set up an appointment for me with an appliance repair company in a city 30 miles from where I live. The appliance company never showed up, so I called them. I was told that they do not service the village I live in, and the owner had informed chw of this. When I called chw they claimed that they were not aware of this, but I could contact an appliance repair company on my own, pay for the repair and submit the bill to chw for reimbursement to me. The company I called sent a repairman to my home the next day. He determined that the leak in my dishwasher was caused by a faulty hinge in the door that had caused the door to spring off its natural setting and let water escape from the dishwasher. He advised that both hinges be replaced in the door. He told me that he had to call chw for their permission to go ahead with the repair. When I had not heard back from the repairman for a week, I called him. He said that chw was supposed to have called me with the ok to perform the repair, and that I was supposed to call him to schedule an appointment. So I immediately called chw and was told that because the problem with my dishwasher was not mechanical, my claim had been denied. I asked to speak with this person's supervisor, and he told me the same thing. I told him that their failure to communicate properly with both me and the repairman was intolerable, and that it was ridiculous that they would not cover the repair of the door of my dishwasher because I was not able to use it without repairing the door. When he said that was too bad because of their policy, I told him that their communication skills were sorely lacking, and I told him to cancel my policy immediately. I do not recommend choice home warranty!

I do NOT recommend Choice Home Warranty. While their prices may be inexpensive, their customer service is horrible. It took six phone calls in one day to get an answer to my refrigerator problem. While it was finally resolved, the problem is a lack of communication between departments, but I wasted almost an entire day on the phone with them. I decided to switch companies and had to get angry with Ryan--a retention employee, who kept trying to get me to give the company another chance. I repeatedly told him NO and said I'd already switched companies. He was rude and arrogant. I don't lose my temper very often, but I lost it with Ryan.

On Sunday, Feb 25, 2018, by pool/spa heater was running extremely hot, making all kinds of noise, and not heating the in-ground spa. Submitted a claim online to Choice Warranty and they scheduled a tech from Pool Motor Exchange to come out on Friday (3-02-18) to diagnose and fix the problem. The tech came out and diagnosed my problem (heat exchanger unit burned out) and the unit needed replacement. He submitted this information to Choice Warranty. Choice Warranty called me and informed me they would not replace my unit. They stated that since the problem was a heat pump, it was excluded from the warranty. I explained to them my unit was a Hayward Gas Pool Heater 400 BTU, NOT a heat pump. After 20 minutes of discussing their stance, reading the contract to them where it clearly states that a Pool Heater is included in coverage; only a Heat Pump (a completely different product) is the item excluded, the Choice Warrant service rep offered $300 to help me replace my pool heater, which is ridiculous when to replace the unit would cost $2, 000 or more.

I sent an email to the claims department with a link to a web site that compared a pool heater to a heat pump and asked them to reconsider their stance. As of today, I have had no response. I will continue to pursue the issue because I foolishly signed up for a 5-year plan. I expect this company to meet its obligations without putting its customers through this demeaning process of arguing and escalation whenever a claim is made.

Choice Warranty should have replaced my unit in good faith to me and/or at least offered a reasonable amount of money to help me to replace the unit. Their customer service is really unprofessional and they don't care anything about the customer(s).

"do not be fooled by this company they are unethical and will find every loop hole possible to avoid replacing or fixing your issue"

On Thursday (2-22-18) my air condition was not cooling. Called Choice Warranty and they scheduled a tech from True Mechanical Heating and Air to come out on Friday (2-23-18) to diagnose and fix the problem. The tech came out and diagnosed my problem (condenser and coil leaking) and the unit needed replacement. He submitted this information to Choice Warranty. Choice Warranty called me and informed me they would not replace my unit. They stated since both the coil and condenser needed replacement I have not maintained my unit. I explained to them my unit operating since 1998. The condenser outside regularly cleaned by my brother and son and filters changed. Considering my unit is 20 years old it had exceeded the given time of function (10 years). American Home Shield has been the company I'd used for many years and they have serviced/repaired my unit so. They never stated to replace and it has cooled my home efficiently these 20 years.

I spoke with Choice Warranty supervisor Samara on 2-22-18 and she stated they would not replace my unit and she'd give me $200 to help with the cost of the replacement which is ridiculous when to replace the unit would cost $3, 500 or more. I asked for the manager and I was given Princess who stated to send any receipt, etc. I had as proof of what performance done on the unit. On 2-26-18, I got a call from Kendra of Choice Warranty who stated they have not changed their minds and they are not replacing my unit. I asked for the resolution department because I did not need to hear their repeated speech. I was transferred to Lenesha who stated again no and they won't give the $200 because I did not acknowledge they have gone above and beyond. This was so ridiculous and insulting. I asked for someone higher up and she said there's no one higher and if there was the answer would not change. At this point, I was livid, I asked for the cancellation department and she said she's that person. I told her to cancel my warranty with them and refund me my money because I am not satisfied with their warranty and services. Lenesha stated I am not getting my money back and I totally lost it. She kept stating all the months used up, which was not true. I just renewed last year for 3 years and 6 months. She finally realized her error and stated my refund would be prorated and I'd be penalized $50. This company is not ethical at all.

Choice Warranty should have replaced my unit in good faith to me and/or at least offered a reasonable amount of money to help me to replace the unit. Their customer service is really unprofessional and they don't care anything about the customer(s).

"DO NOT BE FOOLED BY THIS COMPANY THEY ARE UNETHICAL AND WILL FIND EVERY LOOP HOLE POSSIBLE TO AVOID REPLACING OR FIXING YOUR ISSUE"

Policy number [protected], 2/18/17 we had an AC service call to our residence. The technician reported to us and included pictures that our coils and drain pain cracked causing water to poor thru out ceiling. The next day I received an email to call a claims representative and was told that the drain pain was not covered under warranty. When I asked about coverage for the coils she stated that there was no report of damaged coils that I would need to contact the repairman and have him call to clarify claim. I did so and he contacted Choice Home Warranty. When I called back that stated that they have not received such amendment. I then contacted the repairman again and again he called them. Today they continue to deny any such contact.

I have carried Choice Home Warranty since 10/17/2014.I have only submitted 5 claims.I have had multiple problems with Choice on 3 of these 5 claims.I filed a claim on my refrigerator in 9/2016 and it wasn't resolved until 8/2017.They only offered $450 to replace a $942 side-by-side refrigerator.One claim took 9 days to receive an appointment with a service technician and another claim took 6 days.CHW has problems getting the claims initiated timely, they are also using inferior service repair companies.Companies not calling to set appointments, not showing up for appointments, not returning phone calls, etc.These are the exact same problems that Choice was in a lawsuit over in 2015.Their advertisements on line and with BBB state: If the covered item is beyond repair, CHW will replace your unit with a similar or like feature model, or even send you a check to buy a new item.At CHW, we strive to deliver the best customer service to our clients.We know how important it is to maintain great customer relationships, and taking care of our clients has always been our top priority. The company always has been committed to resolving complaints made by dissatisfied customers.On the BBB site, it asks the consumer to contact CHW's Consumer Advocate, Tracy Mleczynski before filing a complaint. I called and left three messages, never received a return call or anything.I sent a certified Return Receipt letter to president, Victor Mandalawi as well.I never received a response or acknowledgement from him.Now, CHW is refusing to repair my washing machine water valve.They're calling it a Hose Bib, which is an excluded item in the contract.By definition on multiple web sites, a Hose Bib is an outside faucet.I have just filed a dispute with them and am awaiting for mitigation or arbitration.CHW have only 1, 5 stars on YELP, 1.1 star on mythreecent.com.I should've done my homework before signing up with CHW I will definitely be cancelling their service as soon as my mitigation completes.

I was pleased with the service I have/had received until they told me the value of replacing my high-end appliances. I had to make two claims at the same time, a stainless steel Kenmore Elite dishwasher and a Whirlpool Front Loader Washing machine. A technician was able to come out and [censor] the cost, which cost me $45 for each appliance. CHW decided that they would give money to replace both appliances. They were only going to give me $299 to replace my $700 front loading washing machine. They were only going to give me $179 for my stainless steel Kenmore Elite dishwasher.

I talked with customer service and they managed to offer me a repair for my dishwasher, but it would no longer be under any type of warranty. She also was able to offer me $349 towards a new washing machine.

I bought this warranty to make sure I would be covered, but this is not the case. By the time I pay the service fees, wait for repair or a replacement check, and pay the yearly coverage, I can replace my appliances with the money I save by not have a warranty.

Customer service was helpful, but this still leaves a very bad taste in my mouth and I will be researching a new company.

I was contacted by Choice Home Warranty with a very good offer for 6 years of coverage. I told the representative Tim Davis, I would like to review the contract with my husband and would call back if we accepted. He was insistent that I had nothing to loose and coverage would not start for 30 days and I had that time to review. He failed to mention the $50.00 cancellation fee noted in the contract. My husband and I reviewed and compared the coverage to our previous American Home Shield contract only to realize the coverage was terrible. Then we saw all the complaints on this company and obviously did not want to keep the coverage. I called the next day to try and cancel and it was a nightmare. They keep you on hold a really long time so I sent a request to the manager via email to cancel with no response. I called back and same thing, on hold 30 plus. When I finally told them this would be my last call and I would be disputing the charge with my credit card company they finally agree to cancel the coverage but it appears they are keeping the $50.00 cancellation fee. Although the charge showed up on my credit card immediately, it takes 15-30 days for the credit. Sam and Lewis were the managers I were dealing with and once Lewis finally confirmed he would cancel the policy he just hung up on me. This company is just trying to rip people off.

Since before Thanksgiving we have tried to get this company just to authorize a plumber to snake the drain. Our washer drain over flows but none of the other drains do. The first technician that they sent out looked at the drain and said that he would let us know when he received an authorization from the company. He called and said that the claim was denied.
I called the warranty company and the agent told me that the technician told them that he snaked the drain. We were standing next to him the entire time her was there and he DID NOT snake the drain. At that time the agent called the technician who admitted that he DID NOT snake the drain!
We were asked to get a second opinion at our own expense. We did get a second opinion and the plumber even called the warranty company. He told them that the pipes need to be cleaned out. They asked him several questions and then hung up on him. He called me back and relayed this information to me. I tried to call the warranty company back and received a recording stating that the office was closed. Which is strange because they claim to have 24 hour service.
I received an email indicating that the company needed to talk to me. I called and the agent informed me that the plumber told them that the pipes had collapsed. I told the agent that wasn't true. AND that we just need the drains cleaned out.
The agent asked me to call the technician and call them back. I told them that I doubted he would since they hung up on him! She told me to try and let them know what he says!
This is absolutely ridiculous! We have paid $60 twice to get this fixed and it still is not! The company constantly changes its story and I wish we could cancel and get out money back! If we had the money that we paid them then we would have enough to get the plumbing fixed ourselves!

After several months of being repeatedly called (unsolicited) by Choice Home Warranty (CHW) sales persons, I finally decided to purchase their contract to cover my home systems & appliances in July 2015. The salesman never asked the square footage of my home nor did he ask how many air conditioners (A/C) were at my home. I did ask him if all four of my A/C's were covered under the contract and he said only two would be covered. On 8/26/15, I called CHW and told them my living room A/C was not cooling. They assigned a claim number, [protected], and dispatch "Good Quality Heating & Air" to our home. The technician arrived at 3pm and replaced "contacts" on the outside unit, which did start the unit; however, several hours later, the system was still not cooling. The technician returned at 9:30pm and diagnosed that the compressor was bad and could not be replaced, hence he was going to recommend to CHW the unit be replace. (NOTE: The Good Quality Heating & Air technician was superb!).

On 8/27/15, a customer service agent for CHW informed me that my claim was being denied due to "pre-existing conditions" and added that my home was over 5000 square feet and should have been rated at a higher premium. I have resided in my home in San Antonio, TX, since Nov 2012 and the A/C in question has functioned in the TX heat from Mar to Oct in '13, '14, and Mar to late Aug '15; hence, I can't comprehend the denial based upon "pre-existing conditions". There is no way my wife would have put up without air conditioning for 7 weeks in July & August's south Texas heat! The technician who CHW selected told me that he has seen CWA often times deny claims when it will cost CHW big money! I terminated my contract with CHW on 8/27/15, inasmuch as they seem to be charlatans, and received a PRO-RATED refund of the contract price! As for the square footage of my home, had the salesman asked initially, I would have told him that the home was more that 5000 sf. Obviously, CHW has access to public records reflecting this kind of information and could have contacted me about any additional premium prior to my requesting service. Based upon CHW's technician's recommendation, I did replace my A/C system and would expect CHW to reimburse me for the replacement --$4000 (receipt will be provided).

There are several ligament Home Warranty companies out there -- CHOICE HOME WARRANTY is NOT one of them. If I'm reimbursed by CHW, I'll amend this post -- but don't hold your breath (I'm not)! BT him.

I have a policy on a vacation home I recently purchased with Choice Home Warranty that they are failing to recognize.
Every day for over a month, I have requested that they unsubscribe me from unsolicited emails, and everyday I continue to receive correspondence from them. I have phoned their customer service department, and was promised these emails would be stopped; they continue to come at least once a day.

Benjamin B Lee, 6075 Whitehall Run, Suwanee, GA 30024
Polish contract no. [protected]
1. Claim no. [protected]: On June 13, 2017 your technician came to fix one AC unit and fixed it but two weeks later it stopped again. On June 28, 2017 Your same technician came to fix it and replaced a motor and charged me $210 for the motor even though I had no laps from American Home Shields to your co. till [protected].
When I switched from American Home Shield to your co I requested to your co in well advance notice to be effective date on 5-20 -17 because I am insured by American Home Shields until 5-20 2017.
I want $210 reimbursed.
2. On June 22, 2018 Jerami, a mechanic of Just Cooling and Air conditioning and heating came to fix a heating unit and found a crack on heat exchanger . He told me to be replaced this unit and Antony Fernel of same co gave me replacement cost is $2470. But your co denied any payment for this repair because of minor rust next to the crack area.
No one in your co indicated to me if there is any rust or any defects will not be covered by your co when I got your insurance but told me all covered items and sent me email what covered items for the premium. Heating unit was covered up to $1500. Only reason that I switched to your co was your premium cheaper $153/year.
I demand that your co will pay me $1500 for repair or change the cracked heat exchanger for the repair.
I sincerely hope for your cooperation on these matters .
Benjamin Lee

Shame on this warranty company! Please do not use this company! They are unreliable and do not cover any appliances that need to be replaced... Before even talking to the service agent on call at your home, they are instructed to collect the $45 service fee, and this company dances around any explanation they have for not replacing the broken appliance... My husband and I are looking into fidelity or american homeshield... I have had issues with my dishwasher, garbage disposal, and water heaters. Not one time did this company replace a single appliance, the reasoning is always "i'm sorry, it's not covered to be replaced!"... This company is fired! I believe the five star rating is a hoax! Beware... I'm tired of paying money to unreliable company's. Thank you...

For weeks now I have been getting unwanted emails from this company after I have unsubscribed several times already. I'm beyond pissed and if it keeps up I'm going to blow up New Jersey. I don't know why people enjoy pissing me off like they do. It only makes me want to kill everyone. So tell Choice Home Warranty to [censor] off before I come down there and destroy them.

I will list just the facts.
We called Choice Home Warrantee in early December for issues with our furnace. We waited on hold for someone to answer for a VERY long time. The first technician was not able to come out until a week or more after our call. He was not able to diagnose the issue. He told us we need to open all our vents. We did this. The issue was not fixed. We called Choice Home Warrantee again. They sent the same technician out again, once again many days latter. He then said it was an issue of adjusting the gas valve and he turned it because he said it was overheating to quickly. This still did not solve the problem. Then we asked if they could send out a technician with more experience. They sent out a third, very young technician. He went into the attic w/ me, took one outside look, not even inside, and said, "it's old, your warrantee won't cover it." It is only ten years old. His company didn't even report back to Choice Home Warrantee. We had to contact them again and literally wait for over an hour on the phone for someone just to answer only to be put on hold again. They said they could not go further until the last technician's company contacted them. Days latter, after not hearing from them we called again, for more hours on hold. The third guy before he left said, you have collapsed ductwork, your warrantee won't cover it. He then tried to sell us his company's services to "fix our ductwork." We told Choice warrantee that he said it was ductwork and that it wouldn't be covered. Choice Home Warrantee then said, "ductwork is covered." They scheduled a fourth technician to come out. He called the night before to confirm, then never showed. So we called again, for MUCH more time on hold. They sent out a fifth technician who, finally, did come quickly and seemed to know what he was talking about. He too said, it was collapsed duct work, so being told by Choice Home Warrantee that, "duct work was covered" we had him send in a claim. Then a couple days latter, we get an email telling us to contact Choice Home Warrantee. We did, and once again, after a LONG hold wait time, they said our claim was denied. We told them that they said it was covered and what they told us of a separation of the ductwork, was not what the technician told us. So we had to call the technician to resubmit the claim. He did and once again we get an email telling us to call them for even more hold time. We did and Aaron denied our claim. These are the facts. If you think you might choose Choice Home Warrantee, read the five pages of what they do not cover. Here is my opinion part, Choice Home Warrantee will take your money and SO MUCH of your time, a person is so much better not having a warrantee at all.

This has got to be one of the worst "spam mills" on the internet. They use all kinds of little tricks to bypass blocks and filters like changing punctuation or the sending domain.
I've contacted them but all that seems to do is increase the number of emails per day.. now it 4-5
If you try to forward one of their spam emails to them, their spam filter sends it back How ironic is that ?

01/16/2018, Claim # [protected], Choice Home Warranty
This warranty is a complete scam. They took forever to send out a technician even though our heating system was out and the inside of the house was in the 50's. The technician was told what part to order, but he ordered the wrong part and didn't bother overnighting the part to fix the unit. We used a different HVAC company who could get the part the next day, and then we were told that the part wasn't covered. This warranty does not cover the most expensive or most likely to fail items. A complete scam.

When I purchased my warranty I was assured it covered all major home appliances. My upright Freezer stopped working and I called to request service. I was informed that the freezer was not covered and that would be a $35 extra charge and would not cover current problem. At the time of purchase I was only told that my roof was not covered under the base policy and an additional charge of $50 would cover that. I opted not to. Since when is a freezer not a major appliance and why was I not given the option of coverage? THIS COMPANY IS A SCAM OPERATION.