Choice Home Warranty
Reviews and Complaints

Have a contract PIF in hand that states my coverage runs thru 2028 now I'm being told that i downgraded it and it expires in 2023. Never Happened and why would i downgrade if it costs the same ? Have to send a dispute letter which they do not acknowledge. Here's a copy of letter.

Ramiro Quintans

Policy# [protected]

To Whom it May Concern

This is my written claim to formally dispute my end of coverage as to which i have in possession my contract that clearly states that it ends 12/1/2028 and not 12/1/2023 as choice states. I am aware that i must submit a formal complaint (as listed in Paragraph I sub section 1 of my contract see below) to Choice before going to arbitration.

I. RESOLUTION OF DISPUTES-MANDATORY ARBITRATION (SEE SECTION L FOR STATE SPECIFIC DETAILS) 1. MEDIATION: In the event of any dispute or controversy arising out of or relating to this Agreement, You agree to file a written claim with Us and allow Us 30 calendar days to respond to the claim.

Filed a claim on 07/31/2023 my washer would not work, on 08/09/2023 a person showed up from a&e factory sev. Showed up to look at my washer, he found that a bolt had broken holding the balancer and the results were a large hole in the tub, which needs to be replaced, along with a number of other parts that need to be replaced. (major repair) he told me it wasn;t my fault, he had seen this problem before. He then asked me for my wifi number so he could check for parts, later he told me he could not locate any of the parts that were needed. He pasted this information on to a&e , and they told him they would look for the parts. I was told that they ordered the parts and that they would come out to my house on 09/27/2023 to fix my washer they didn"t show up, i called them and was told the parts never showed up, i have been calling chw to get a up date, twice i was told they needed 24 to 48 hours to get a answer from a&e as to when the parts would ship, as of 10/10/2023 i have received no answer.

Bought CHW plan pd in full 8/6/23. Unfortunately on the 31st Aug. I noticed my freezer wasn't maintaining a temp. below 27. The top part of my fridge was working fine, without any problems. I call CHW, and was told I had to wait 2 weeks for a tech. That was Sept, 14th. He took my whole freezer apart. Went to the back of the fridge, and and said I needed a new compressor at the cost of $995. He took my service call fee, and left. He did not fix anything, but now I have no fridge or freezer. No eggs, milk, cold cuts, etc. Called CHW on the 16th, and was told I had to wait up to 24 hrs for service. I kept calling, every 2 days, telling them we had a 90, 87, year old, and a 62 handicap that was difficult to go without a refrigerator. Eating out is costly. Bought TV dinners for evening, and Subways for lunch. Finally, I got a CSR that said a tech would be here on the 23rd of Sept. He was a no show, no call, no e=mail. I call CHW, and was told 24 hr. I called every other day, same story 24 hrs. I finally get an e-mail from Sears telling me someone was coming Oct.4. I get a call from the tech, telling me I have to pay $139 for estimate of repair. It was the same tech that left me without a refrigerator. He tells me the $139 was because the notice was in his name. My husband has never spoken to Sears or CHW. I call CHW right away, and they say the plan is in my name. They would contact Sears. I wait for an e-mail from Sears, nothing. I call 3 times to CHW, and was told by the last CSR they would put a rush on service. I get an e-mail from Sears, telling me they cancelled my appt. I call Sears, and they tell me they never go an order from CHW. Now I am told I have to wait 10 days for a tech. I would have thought that the first visit from Sears, would have had the information about the first visit. CHW poor service from Sears. I bought this plan, because my husband can no longer fix the things he use to. My fridge my be oldl, but it looks like new, and because of the care we gave it is why it was still working, at least half of it was before Sears tech came along. Because of the area I'm in, I thinks Sears only has one tech, that is why the long wait. I am asking fo discontinue my plan with CHW. I paid for a service visit, with no repair, and can't rely on any other repairs through CHW. I"ve had the plan for 2 mlonths, and know I won't be using it again.

On September 18th we turned in a claim for our Washing Machine at 5271 State Highway 111e Yoakum Texas, Policy # [protected]. Policy Holder Thomas Thomsen. Several days later through email we were told that you could not find a service in our area. We contacted you and were told to find one ourselves if we could and pay them the $150. and to submit the invoice to you. We did that and they came out on the 25th of September. Then we received the estimate for repair and it was higher than a new washing machine. I have contacted you 7 times on my phone and my wife has several times also and the individuals that you have working for you have such strong accents and also the background noise from all the other (associates)lol who say they are here in the United States we were never able to get clear concise directions or assistance in this claim. Then we suddenly see something in our junk email from Sears and of course we deleted them as we figured scam. We never received word from you that you were still attempting to find a repairman. When we found out that you had scheduled someone from sears we called and said that it was already taken care of and we had scanned and sent the invoice and the cost of repair. We were told that we hadn't done something right therefor you couldn't help us because the computer didn't recognize that we had already found someone. I would think that since we had sent invoices already that it would be very apparent. We need real assistance as we have in good faith paid every month, never had a claim before, and have followed all the steps that we could understand. It is a shame that your specialists are in a different country and could care less about Customer Service.

I filed a claim on my dishwasher leaking. Paid 85.00 for a service call. End result couldnt be fixed.. CHW settled the claim with a check for 264.00 towards a new dishwasher. First CHW Customer service said the email gift card would be coming from lowes. Then another CHW said I needed to contact lowes. Did that. Lowes said it would be coming from CHW. The 5th time speaking to CHW they said a check was sent out in August 16th.. Well still no check. The customer service guy in the cancellation department said rude you should really wait to ge t your check before cancelling. I had been paying for your service for a very long time and this is the first claim you tried to honor.

[protected] old policy.. Please send me my check

So let me start off by stating that all three of my previous claims have been continuously denied or have had to jump through hoops and wait weeks to months to resolve. Current issue is my water softener that started leaking and flooded my garage in the middle of the night. My house which I purchased a few years ago came with a water softener several years that is no longer made. After calling Choice Home Warranty for repairs, they initially took 2 days to assign the work order. After the plumber evaluated the water softener and specifically stated that the bypass valve was had broken due to normal wear and tear. The bypass valve was leaking because the O rings on the piston had worn down and blown out the piston on the bypass valve. Choice home warranty is refusing to cover the claim because they refuse to accept the plumbers recommendation that the part broke due to normal wear and tear. Choice home warranty denied my claim because they stated the bypass valve was physically broken and will not accept the plumbers diagnosis and the uploaded pictures showing the bad O rings on the piston. I've talked to four different people along with 2 case managers all of which refuse to honor the terms of service and coverage agreement. All systems (a) must become inoperative due to normal wear and tear; (b) must be located inside the main foundation or detached garage (with the exception of pool/spa, well pump, septic tank pumping, sprinkler system, and air conditioner); (c) must be in proper working order on the effective date of this home warranty Agreement. Known or unknown pre-existing conditions are not covered.

I had purchased Choice Home Warranty on 05/22/2022 for a condominium that I currently reside in for a total of $2475.00. On 09/02/2023, I sent a request to take a look at my HVAC unit as it was not cooling the unit appropriately. My claim was processed and a technician of their choice was sent on 09/13/2023 (after a week). The technician communicated with them and it was determined that "the rooftop chiller that is common to all units within the building is low on refrigerant and is now in need of repair and/or replacement". My claim was declined based on section F2 of their policy which states "if this agreement is for a particular unit within multiple unit dwelling with 5 or more units, then only items contained within the confines of your individual unit are covered. Common systems are excluded". However, when I talked with the technician it was actually the system within my unit that was low on refrigerant. He refilled the refrigerant on my system and now it seems to be working perfectly. I had sent the pictures of the technician working and refilling the refrigerant on my system to Choice Home Warranty and appealed my claim. On 09/15/2023, I talked with the case manager over the phone and tried to explain to him that it was not the common system but actually the individual system within my unit. He made excuses to not cover the claim and wished me luck. I think this is an act of deception/fraud to consumers. The basis for which the claim was denied in the first place does not match with section F2 of their policy. Despite trying to explain they would not listen or consider a reimbursement.

I filed a claim to choice Home Warranty at the end of July. They sent a Sears tech out who did his diagnosis, and attempted to order parts. The Tech then sent information to my e-mail stating that the parts were no longer available. CHW stated they never heard from Sears through their portal. I called Sear on 3 occasions, and each time they resubmitted the diagnosis and resolution. I've spoken to numerous agents over a period of 2 months and a manager who advised to wait a couple of days until they heard from Sears and they would call, and then Today 9/16/23 I check CHW portal and it says it's resolved. Resolved how? I've haven't heard from them in over a week now. They need to take care of their responsibility.

have a hot water heater leaking they sent a company out they require me to pay aditional fees of 200.00 reroute of pipes should be part of replacing w/h 200.00 has a recirculating pump nothing wrong with it not asking for any thing to be done with this item 200.00 for a 42.00 retail at h/d for a expansion tank 50.00 for disposal should be part of replacement of w/h went to county permit office only change required is the expansion to be added asked that we put w/h on a 8"rise, 8" concrete blocks so if have a leak in could gravitate to the condensate pump for removal should not require re route of pipes just would be 8" shorter josh very animtely say he is the highest authority that am allowed to speak with and they will not send a second opinion tech out in the mean time am vacuming water out of the floor since sat.

Please be advice about this company and their ethical practices before you do business with them. Their contract and agreement they have with you is meaningless, and they will tell you that when you need to use the warranty. This is a lengthy read, but please read before doing business with them. Here is my experience: I called and placed a claim for my air conditioning unit not cooling correctly. Choice home warranty sent a technician out a week later; the technician diagnostic was the evaporator coil was not functioning correctly and had a leak. He said he would file the claim with choice and they will get back with me. A few hours later I received an email stating “congratulations we are going to cover your evaporator cool.” Below that it stated I need to give choice my credit card information because I will owe them $1475 for parts. It then stated I need to pay the technician $3100 upon arrival for his additional services. I called choice for an explanation, I was told according to the technician the system is not comparable if just the evaporator coil is changed and I need to pay to get it compatible. I called the technician he informed me he never told choice that, he then said my system is a newer system and there is no issues with compatibility. Changing just the evaporator coil will be fine. I called choice back, they then told me I need to deny the additional charges and a case manager will call me. I denied the additional $4500 plus in charges and waited. Two days later I was in touch with a case manager. I was told that the appointment in the phone with him is just a 15 minute call because he is busy. I asked for an explanation he said I have to pay the extra charges if they will change the evaporator coil. I asked him why he said because of compatibility issues. I informed him the technician said that’s not the case. He paused and then said well here’s the bottom line. I have the sole decision in this matter and that’s how it is. He said either pay the additional costs or figure something out. I asked for a manager. He told me he will schedule a 15 minute call with his manager. That was another two days later. In two days the manager called and said it’s a compatibility issue. I told him I had two technician come and looked at it and they all said that’s not the case. He then said well what I can do is give you $548 because that’s how much a new coil plus refrigerant and labor will cost. I asked him so for $548 worth of work you want me to spend $4500 plus out of my pocket to get the system “compatible” he said that’s correct. I went and got 4 bids for a new evaporator coil. With refrigerant and labor the bids were between $[protected]. I called choice and asked how they got to a number of $548 another case manager told me that’s the real cost and I am not choosing contractors correctly and I am getting ripped off. She told me they will not fix the i evaporator coil that I can either take $548 or figure it out. Be careful reading these reviews on here. They are misleading. It is now two weeks, and I am still trying to get choice to honor their contract. In the middle of all this yesterday they changed the terms to my contract and monthly rate. They sent me a email stating this goes in effect in two weeks. So in the middle of a claim, they will change your contract as well. I am going to have to possibly end up taking this to arbitration. I have all calls, correspondence and contracts to show how truly this operates. They are not morally or ethically practicing their words or literature. They are misleading and will not show any empathy or concerns for your needs. They will make you wait days to speak to someone as well. I will update this if anything changes. Everything I stated is a non emotional fact. This company is rated a C with the BBB if you want to truly see how they operate read those reviews

Case Manager Jade Dunn was a consummate professional and hung up on me as I was trying to tell her that going forward we will wait until Choice can assign a technician versus their suggestion of using our own after they couldn't assign a technician in a timely manner. After 3 months of back & forth with them, we received $0 reimbursement for our $3000 hot water heater.

I have a warranty with Choice HW. I’ve had serval issues with this company and them not covering supplies, materials and work on Appliances listed under their contracts. They seem to rely on their “fine print” which according to the agencies rep. States the company only had to pay what “they can” and what “they think” is reasonable. Why would anyone pay for a warranty that doesn’t cover the actual product they paid for I had theses policies to cover the items in my home to avoid costly repairs With choice you pay them and still pay for costly repairs I recently had a Whirlpool built in microwave go completely out. I paid $75 to the tech just for a diagnosis and Choice would only give me a total of $191 in a Lowe’s gift card. They wouldn’t consider what the replacement cost would be plus I have to have the old microwave removed, discarded and the new microwave installed. $191 to Lowe’s does not equate to a WARRANTY at all! Thai company steals consumers money, lies and have the worse customer care team. This business should be sued in a class action suit.

I paid cash for my home warranty in full to cover everything in my home, including pool and roof. Every time I call, I get no response. I am requesting a refund of my money that I paid, because the year is almost over, and I haven't gotten one repair done. I called about my hot tub backing up a month ago and no response, I called about my roof 6 months ago and no response. It seems that they're just taking my money and not fixing anything like they promised when they signed me up. Sounds like elder abuse to me. I will be calling the BBB to file a complaint.

On August 24,2023 I submitted a claim as the handle on the multiport valve had broken off, Due to the company not being able to find a suitable contractor in the area, it was suggested that I find someone in my area. I contacted a pool service in my area. They repaired the valve and submitted a claim to Choice Home Warranty. This claim was denied, and I initiated an appeal. I had a discussion with a claims person who indicated that the claim was refused because it did not state that the breakage was considered normal wear and tear, per contractual requirement. After this discussion, I had the pool service update the claim to state that this occurred because of normal wear and tear. After submittal, I received a phone call that the appeal was denied; however, this claim was never updated on the website. I was also told that no further appeals could be made.

On 8/9/23 a claim was filed online. On Monday 8\14 a technician came out and stated the compressor was bad and he had to report the findings to the company. That same night I received a text stating the job needed a follow-up. On 8/18 another technician came out and checked the a/c unit stated the compressor was bad, Pictures were also taken of the in and outside unit. I received another text stating a follow-up is needed. No one reached out to me after those visits. I had to call both Home Warranty and the A/C company to inquire about the status of my claim. Meanwhile, the temperature reaches from 99-114 outside 87-90 and higher inside. As of todays date 9/1/23, I am still without a working A/C. I had to go to the doctor twice due to the excessive heat inside my home. I am truly disappointed and upset. This is living nightmare for a senior citizen to go through in this heat. No one seems to have a resolution to my problem.

cc: CEO, COO, BBB

They always have loop hole not to cover these people all they have is sales people out to do repairs they always want to sell you the unit telling him that it’s unrepairable and the one replace it have an air condition that pan is leaking and they’re saying they don’t cover that because it’s outside the unit sitting in an attic they always have loop hope not to pay him when you called to complain the escalation department everyone’s manager there in terms glorified agents

I place a service call with CHW for my AC Unit wasn't getting cold around July 21, they sent me a email stating they haven't found anyone an i have a option to hirer a ac company to come out an check my ac an they reverse my money, they eventually sent a one man show out to my home, And he stated that it was my evaporator coil clogged with debri an he could fix it for 500.00, he was going to let CHW know that was the issue with my ac. Long story short my claim was denied cause that was a maintenance issue ok no problem. I had 2 differant ac company come out and check an get their price. Both companies told me my evaporator coil is not clogged with debri, i have a leak in my ac hvac that is leaking freon an it was low. I call CHW an let them know it wasn't my coil it was the hvac unit that was the issue, they told me i need to get the evaporator coil fix how can you get something fix when thier is nothing wrong with it. I told the case manager that i have a invoice from the ac company stating what the issue was an she still stated they going to go by what their guy said. They rather believe a guy who was trying to get paid on the side then a legit company, crooked knows crooked , that's why they got fired that day (CHW)!

I filed a claim on July 3 for collapsed ductwork. I was denied my claim coverage. The company refused to show me in my contract that I had in my possession where collapsed ductwork was not covered.

I have the Choice Home Warranty ultimate package.

They have been rude condescending and there’s a whole YouTube video about how they don’t honor their warranty. This company is ridiculous and should be shut down.