Choice Home Warranty
reviews and complaints

When I purchased my house the previous owner set me up with a 1 year warranty through choice home warranty. I was having issues with my HVAC unit so I set up an appointment. The company that came out first at least had a logo on the van and was dressed professionally. This tech said all I needed was a service, so I paid an additional amount to get my HVAC unit serviced . Well come to find out it needed a lot more than just a cleaning. So we called again to and scheduled a second visit. This time a guy showed up in a old pickup truck with no logo, no uniform, and no clue of what he was doing. This gentleman was here for 6 hours and still couldn't figure out what was wrong. He finally decided the defrost board was the problem. This part had to be special ordered. I was skeptical about this being both of my previous neighbors were HVAC techs. Because of the symptoms I described, both my previous neighbors asked if this guy really worked on HVAC units. So I waited a few days for him to order the part and come back. He returned with the part, installed it, and found out that wasn't the issue, as I figured to start with. To make a long story short it was the thermostat . I have talked to a couple of locally big named HVAC companies, and none of them will have anything to do with these people. They say getting reimbursed is like pulling teeth and takes months. This is why the quality of their technicians is so poor. Very very poor experience with them . I would not recommend them to anyone.

My apologies ahead of time for the lengthy note.

Here is what I submitted to the BBB: 

We purchased this warranty in March 2019 with the purchase of our new home. I specifically requested they would come out to inspect and advise on anything that they may not cover due to "pre-existing" or other reasons. They assured me the majority of claims are covered. Fast forward to August 2019. My AC was not blowing cold air. The technician who came diagnosed the problem as loose wires and decided to change my thermostat (which was already working fine and not broken). He stated the compressor was fine and the fluid levels where fine. He stated he fixed the problem. I paid his $60 fee. However before he left i informed him that the air was running less then cool. He advised me the new thermostat has a delay and it will take some time for the home to cool down. 24hours later the thermostat reads 90 and no cold air. AC not working. He comes by the next evening rushed in and says he sees ice on the ac line outside. He rushed out saying 
He will put in request for a leak test which Choice deemed is not covered. Here is where it gets good. He tells us he will charge us for the leak test $200. However, he then submitted fake leak test results that were never preformed. Based on this fake test, He told Choice  that the unit needs new evaporator coils. Unbeknown to be i was still waiting for him to come conduct this test. So I asked him when he was coming to conduct the leak test. He told me he had already submitted a request for the part. Choice again declines to cover the part stating it was caused by corrosion rust. The technician tells us he can fix it for $1200. Choice technicians had also originally requested that control board needed to be replaced...which Choice authorized. As of today 8/22/19 we did not received any new control board, we got no leak testing done, got denied. We decided to get our own second opinion. The New Technical find that the Choice technician did not properly replace the cover to the compressor properly and left all sorts of loose wiring...this caused it to short and now we have a broken compressor caused by a dishonest and ill qualified technician.  The new technician recommend replacing the AC unit or at least compressor.

We have appealed and sent the report of the second opinion to choice. Upon complaining to choice they informed us there is no way to prove their technician did anything wrong. Despite the fact that he sumbmitted fraudulent repair estimates for work he did not conduct. This company should be bought up on dishonest and unscrupulous bait and switch tactics. They take advantage of unsuspecting customers giving us a false sense of security all while taking our money with empty promises of quality and honest repairs.

I will also be filling with the Illinois and New Jersy  AGO. 

Thak you so much,

Betty

I need guidance on how to sue Choice Home Warranty.

Multiple phone calls every single day! I am sick and tired of it.
It is nothing short of harassment!
This must stop NOW!
I am in the process of filing a complaint with the PA Attorney General's office as I am also on the "DO NOT CALL LIST"!
I am NOT only not interested in receiving services from this company but, I will tell anyone who will listen to also NOT engage with this company!

during month of July 2019, I have called for AC REPAIR and company did not send a contractor soon and advised to get workdone by others or given 10 days to attend services.
second time caiied again in July 2019 and again they provided appointment after 10 days and in this hot weather i had to call local contractor payed 400 dollars to repair my units
so what is the use of home warranty company, s service when they are not coming to attend service
i will not recommand anyone to use choice home warranty service

AVOID THIS COMPANY LIKE THE PLAGUE! I would give this company a zero if I had the option. I bought a 3 year warranty due to purchasing a 15 year old home with the original 2 air conditioning units. I specifically bought the upgraded warranty to cover the units. They have denied 95% of any of the air conditioning claims so far. I am in year 2 of my warranty. After having to replace 1 condenser at $2, 200 and 1 compressor at $1, 500 (they would NOT cover either issue). I am now in the position to replace the second condenser and compressor. They refused to pay for a system diagnosis, after sending out 2 companies who would only put gauges on the outside units which resulted in 1 company saying there was a leak somewhere and the other company saying it was only low on freon. After many hours on the phone I finally paid over $350 for my own diagnosis and the results were completely different stating that the issues were due to normal wear and tear. They still are denying the claim. This has been going on for almost 30 days and I live in Phoenix! AVOID, AVOID, GO TO ANOTHER WARRANTY COMPANY!

Im having trouble out of my Ac not coming on. So I called choice warranty to send a tech (Marvins heating and air)... The tech (an elderly man) called and asked what was the problem...I told him that the unit is not coming on at all... He showed up and seen that the unit was in a tight closet and didnt wanna bother with it. He contacted choice and told choice warranty that it was corrosion and the coil was stopped up. So choice contacted me and said that they werent going to cover the repairs. First of all there is no corrosion. Second of all ...if he didnt get the unit to turn on how would he know if the coil was stopped up? He fed them a lot of lies and they believed it instead of getting a second opinion. I will be cancelling my service with these people because they dont stand behind their word...

Request my refund for repair services on my air conditioner. On July 8, 2019 I submitted a claim to repair my air conditioner and I was informed the next available appointment was July 10, 2019 with Ready Heating and air services between the hours of 11:00 a.m and 3:00 p.m . I called to confirm the time of my service appointment and was told by the representative I did not have a scheduled appointment for service on July 10, 2019. I immediately called Choice home warranty and was informed the next available appointment was not until July 17, 2019, I informed the representative it was very hot in Alabama and I could not wait seven days. I asked if Choice home warrranty would pay for hotel accommodations until my A/C was fixed but was informed by the representative no . Then I was recommended Lee's Refrigerator Service and they accepted the contract and my appointment was scheduled for July 11, 2019 between the hours of 3:00 p.m and 8:00 p.m the technician came out found the problem so I paid him my service fee amount and he stated due to office being closed he willl sent the report in morning . I contact the contractor and choice warranty to get status, was told by contractor he will send it in a minutes. So I contact choice Home warranty serveral times to get update status and the representative at choice home warranty also contact Lee's Refrigeratior service and he stated he will send in in a few minutes. So I called back before Choice home warranty office closed to get update status and I was informed the technician from Lee's Refrigerator never turned in the paperwork order . So I ask to spoke with Supervisor with choice home warranty ask about getting another technician to come out the supervisor to me I could get outside contractor to come out to repair my a/c unit. Supervisor also stated due to the office being closed on the weekends I need to have the contractor contact choice home warranty office on Monday morning . The contractor cam full amount. on July 23, 2019 I received email from Choice Home warranty claim department stating I would receive a refund in the amount of $542.72 minus the service fee for the reversement of the claim, On July 24, 2019 due to the inconsistency and poor service I informed my bank to stop and future auto withdraw effective August 1, 2019 for choice home warranty. On August 2, 2019 I contact Choice home warranty regarding the my service fees on the account and representative at choice home warranty stated that my policy has been cancelled and I will not receive a refund. This company is ripoff and and very poor service I sure have listen to my coworker about this company.

My A/C unit was not blowing cold air so I called Choice home warranty to reported . The technician came out right away did his diagnostic the caused of A/C unit failure. So I paid $45 to him. Then they told hi. To come out again to tae pictures of the unit, so I had to pay $75 to technician because they don't pay it. So I had had no choice to pay $75. After I called in & email them for 3 days, they sent me a letter stated that my claim is denied due to rust & corrosion period! Referred me to their policy under section F that they don't cover if it caused by corrosion. I appeal my claim & they assigned a case Manager name Nicole Heard. Before I contact Ms. Heard, I called the technician to go over his report, I told him that my claim was denied because of the rust & corrosion on the equipment. He told me that corrosion has nothing to do with it ; the failure is caused by compressor shortage that caused the system to shutdown . I called the case manager Nicole Heard to explained it to her what I the technician told me, so she asked me to have the technician to call CHA authorize dept. to tell them what he told me. He called in the same day within the same day. When I called Nicole Heard case, manager that he called in, she said that he didn't so she put me on hold & called the technician herself. He told her exactly what he told me but she told him tshe is not license technician & transfer him to the claim authorize dept. 2 I contacted & emailed her again for follow up & he told me that he did not, so I called the technician again asked him to call it again so he did & he texted me to let me know that CHW technician told him that this claim case will be over turned . I contacted ted the case manager again 3 times before she picks up the phone & told her that he spoke with their technician . Now she claims that the rust is not the main reason the unit to fail . She wanted more detail of the compressor failure. Yet, she told me that she is not license or know much about A/C system but she was able to go over detail of the system & what trigger the compressor shortage. She told me I can pay another technician to come out to do another diagnostic but it not guaranteed that it will over turned or approved. So what is the point then I asked. Her. She flat out denied my claim . I asked her if I can escalate my claim above her & who I can call, she told me no, the final de ision is end with her then hung up.

I cancelled my home warranty orders for my two homes and requested a refund. I pre-paid for both homes and then called to cancel both orders that were to start 3 months later.
I asked for a refund for both homes and waited.
The cost for each home was around 880.00 each... I still had warranty service on the then current service.
I called way in advance to cancel both orders (3 months before the original warranties were to expire).
I called your company and spoke to someone in the office area I guess and she said she would refund my money.
The amounts were over 880 or more for each home and the refund for the un-used orders should have been close to 1800.00 dollars or more but she only send me 1, 100 for a refund that should have been closer to 1700.00 or more... but she only sent me 1, 100.00... so where is the rest of the the money I am entitled to get back!
I will give your company until the end of this month to refund the rest of money owned to me as I have not even used your service even before the expiration of the previous contract expired.
I have an attorney who will help me to sue your company for the return of ALL money due me and the costs the attorney will charge you for his work getting me my money returned.
As none of the phone numbers are never answered by anyone other than your telemarketing employees ...Please feel free to contact me at [protected].
Carla C Bailey

  Mr. Latham,  
(As told per Choice Warrenty via email, we've only contacted this person whom has failed to return any responce concerning our complaint; complaint as follows)

First, I want to state that I live in Arizona.  Daily temperature is 100+ during the day and only been down in the high 80's at night,   I have 3 grandchildren currently visiting.

On 7/23/2019 at 9:28 pm we called in for problem with air conditioner not cooling house.  Thermostat was set for 77 on both zones, but temperature in the house was 87.  Was told would have one of your recommended technicians call to set up service call.  I received email confirming claim was in process at 9:32 pm

On 7/24/2019 I received email at 10:10 am, stating that your company could not find a technician to respond with a reasonable time frame..  If I had been at work, I would not have access to my personnel email.  My first question would be if you could not find someone to repair this critical home system, why was I not called so that I could arrange for my own technician to come check it out.  I called at 10:58 to ensure I follow your procedures for reimbursement.

I had some errands to run, so left my wife and daughter-in-law at the house.  When the technician called the reimbursement department and told them I was done approximately 3 pounds of R-22 Freon, he was told they will review it and would inform me of their determination.

I received an email at 12:49 pm telling me that since it was excessively low on refrigerant and under EPA guidelines, the system this low must have a leak test done to locate the failed component.  However, your company determined it was caused by rust or corrosion at one of the coils.

I had to stop what I was doing and return home to find out why it was arbitrary decided it was caused by corrosion when no leak test was conducted and the air handler was not even opened up to inspect the coils.

At 1:32 pm, I called in and asked to speak to a supervisor, but was told the decision would stand.  Talked to David, a Claims Supervisor, who basically told me same thing.  When asked about leak test, was told I could do it at my own expense.  Was transferred to the Resolution Department.  After a long time on hold, I was transferred to Tia, who kept saying that it was most likely leak caused by rust or corrosion.  Still could not get answer on reimbursement for leak test or if leak test showed it was not caused by corrosion, as your company insist it was, whether I would get my A/C fixed.  I got kicked off that call.

Called back in, and after numerous transfers and holds, got back to resolution department.  Was told that they were having technical issues with the companies phone system.  I asked to be transferred back to Tia, since she was who I was working with.  Said she was on with another customer, and that she will call me back.

Waited half an hour, no call back.  Called back in at 2:56 and got Savanna.  Again asked how they determined it was corrosion without leak test being done.  Was informed your company would pay half to have system recharged with the R22.  Not finding where the problem is, just adding more refrigerant.  Asked to have all notes from my account emailed to me.  Was told not sure she could do that, as they are internal records.  Said it's my account.  Then asked to have break down of at least how many calls I made and which department and individuals I talked to.  Savanna said she would send at least that.  I did not get it.

I finally had to put my families health before wanting to get company I have been a paying customer to for over 4 years resolve the issue.  I arranged to have my unit replaced at my expense.  That company worked with me until after 9:00 pm to get my issue resolved.  They were here at 6:00 am on 7/25/2019, less then 12 hours, to take care of me.  They did not conduct a leak test, but visual inspection after unit was removed, showed no sign of corrosion or rust on the coils.  The technician said it was normal wear on the unit.

So even though I have been paying your company faithfully for over 4 years.  Have had my unit serviced regularly, the last time on May 14, 2019...where no issues were discovered.  Now I have paid for my technician to come out, for no reason then for your company to make an arbitrary decision on the issue.  I also had to arrange and finance for a new unit on my own.

My question is how you can make that determination without conducting leak test or having your approved technician come out.  You never even required an initial inspection to ensure all covered appliances are properly working.

I am currently researching all avenues to find out why I have been paying for home warranty service that does nothing but small inexpensive repairs.  I purchased your services to ensure I have no unexpected large expenses.  As I said, I had to take actions to ensure the health and welfare of my family.  They can not stay in a house with no air conditioner with the temperatures we have during the Az summer.

As you can see, there is no rust on, in, or around these coils. We have statements from the repair man and the air conditioner replacement company. As well as the pictures we have of the unit when it was removed.
We want our replacement money from the air conditioner as stated in our
contract. Isn't this then considered a breech of contract on your part? We expect a response concerning this ASAP as it states, again, in your contract with us that this will be taken care of.
Sincerely,
Mr and Mrs Robert Roche

This company ripped me off. I signed for 6 years paying about $2000.
I found it ridiculous that they want me to find a technician to fix my refrigerator. I waited for many days for any sort of help but not response. The food spoiled and I had no choice but to buy a new refrigerator.

I asked the company for full refund they refund about $950 out only. I sent many complain messages but not response.

Well if you must enroll with them never fall the trap of buying for multiple years for cheaper rate.

However, it is best to save your money for any repair. Remember if the promise is to good to be true it you will dragged to victimize yourself.

Did several work orders and completed there vendor package? Which states if I file a lien they would fine me 5000. Doesn't say nothing bout collecting from there customers if they don't pay outside of the lien law. They tried to dictate a charge-out well below market for a plumber, tried to dictate prices under my cost for reimbursement through a price guide. I could work at another shop for more. Make a guy sit around waiting for authorizations off the clock, they are mad the couldn't rack up 30 or 40 work orders to cheat me on instead of a few. Said they would pay me in a year. They cheat there customers by trying to get vendors to say there's rust and corrosion in parts. State of Minnesota said they aren't registered to do business in the state. They are a continuous criminal enterprise under the RICO statues. They are the Trump University of home warranty companies. I bought a condo and received a home warranty from my real estate closer that actually covered my own water heater and water softener, they replaced it, They charge less then this outfit and stay in business. So choice is straight out stealing from everyone involved. Where is the federal government when us hard working honest tax payers are taking a loss they can't tax, and Choice gets a tax cut on stolen millions. Encourage everyone you know to not work for these crooks or hand over a penny for there worthless contracts that are a criminal scam.

These thieves used fraud and bait and switch, to scam me out of payment for 6 work orders, found out they were thieves so I didn't do anymore work, they said there not paying for 365 days course I refused to be a victim anymore, Minnesota department of commerce says they don't have license or permission to sell warranty here. Straight up thieves. Do not buy there home warranty and do not work for these scammers. Will be sitting down in court against these crooks soon.

We have been with Choice Home Warranty for a few years and submitted a claim (Claim #75439244) on 6/29/19 for our air conditioner. The service tech came to our house on Sunday 6/30/19 and sent in the paper work and CHW denied the claim. CHW said the reason they denied the claim was the service tech told them that it was a faulty weld that went bad and the Freon leaked out. The service tech never once said that and told us that CHW is completely lying just so they don't have to cover the repair. The service tech said that CHW is known to do this just so they don't have to pay. It took CHW 12 days until we were able to reach anyone regarding our claim. We have spoken to the service tech several times and he has confirmed multiple times that he never said what CHW is saying he told them and also provided us a copy of what he submitted to CHW. CHW owes us $1, 544.00 in order to make this right.

Choice Home Warranty covers my home well my AC went out they sent a technician out I was told if it can't be fixed they'll replace it no questions asked, WHAT a lie the tech said it's normal wear & tear CHW claims it's not covered this is THE WORST HOME WARRANTY EVER they lie to get your business and then deny your claim! I HATE this sleezy company

Purchased contract from representative who then e-mailed me the contract. Review of contract revealed that they did not cover roof a/c. I called back immediately and e-mailed cancellation to KJackson. When I called, i was given the option of waiting or receiving recall in order of call. Never heard, but when I checked my phone the following am, saw they had called back after I had gone to bed. I called the following day and advised of need for cancellation and was told it would be done in 3-5 business days. Today, still no reversal on my credit card, called again, spoke with Richard (manager) who then advised me that it would be 10 to 15 days for credit. Asked to speak with his supervisor, and he claimed he didn't have one...Stated he reports directly to corporate. I then asked name and e-mail and telephone number of President, who Richard then claimed he was not at liberty to disclose. He did give me the address to contact by regular mail. What a joke.

I called choice for the first time in two years of having a contract with them for my oven . The technician came and said I had to pay $120.00 before he could even look at my problem, I called choice home warranty and informed them of the situation and they told me to pay only the $60.00 and they would pay the other $60.00 . I informed them when I called that it was a wall oven and the cost would be for two people to do the job . When the technition came back with the parts he could not get a helper to remove the unit and he asked my Daughter to help him, which she did and when she asked him for the $60.00 he said it was for your benifit . I called another time for the air conditioner and when the HVAC company came he added freon without asking me and wnted me to pay him for it I called Choice home and informed them of the situation and was tol that since they donot cover checking the line for leaks they declined my service . I called the next week for my dish washer and told them my dish washer door would not close and therefore could not use it, They informed me that they donot cover macanical problems . What are they in buissiness for if they dont cover those items . I would not reccommend them to my worst enemy .

This company is a scam. They tell you coverage is comprehensive, but if you read the fine print, nothing is covered. I purchased the warranty specifically for my AC, and specifically asked if the age of the system mattered because my system was old. When it went out due to normal wear and tear, it wasn't covered because the system had rust on it. 2 separate AC contractors confirmed that the rust had no affect on the system going out, yet they still wouldn't cover it. Save your money, I wouldn't recommend Choice home warranty to anyone.

On 6/30/2019 I filed a claim with Choice Home Warranty to have either my A/C Unit repaired, if possible, or replaced. The unit is about 35 years old or older. I have done my best to keep the unit in working order long after it should've been retired. Any internal damage would be considered normal wear and tear due to the age, right? Yea, so I thought and so have many other warranty companies. They set up for a tech to come out on 7/3/2019 between the time of 7am - 11am. I had to take unpaid time off of a new job to wait for the tech to show up, because having a working A/C unit in AZ is a necessity. 11:30am came and no phone call from the tech or company and no one had shown up. Called the a/c company and was told the tech was running about an hour behind. I contacted CHW and asked them to get another tech out to my house as it is apparent this one was not coming. I know, they said they were running about an hour behind, but something in my head told me that was a lie. CHW wouldn't do anything to help. 1pm approached and still no one had shown up or called. Called the a/c company again, and this time no answer. I left a voicemail asking for a return call to let me know what was going on. No return call. Ever. I continued to contact CHW for assistance and kept asking them to get another tech out. They kept refusing and kept insisting the tech was coming to my house that very day. I waited and waited and waited and waited. I was being held hostage in my own home, not being allowed to go anywhere in case the tech decided to finally show up. Talked to CHW again after 5pm, asked again to get another tech out. They said they couldn't as it was too late in the day, yet I had been asking since about 5-6 hours before that for them to get another tech out. Beginning to think they only had one company on contract and only one tech working at that company. CHW said they would contact the a/c company again and asked what was going on and they would call me back. No one ever called back. 7pm came and I called the a/c company and it went to voicemail. They were already closed for the day. Called CHW and they were closed for the day. 9pm came and the tech finally called and asked if I wanted him to still come by. I told him that it didn't matter if I wanted him to or not, but I needed him to and expressed to him, also, that I took an unpaid day of work off that was supposed to only be a half day, at most, and I needed him to look at my A/C. He said he promised he would be by at 9am on 7/4/2019. I said ok and let him know that I needed him to be by in the morning. 7/4/2019 comes and 9 am happens and he doesn't show up. 9:30am comes and still no show and no call. Called him and he stammered as he told me he was 20 minutes out. He finally showed up and stayed less than half an hour. Stated that my A/C did in fact need to be replaced and he would highly recommend this to CHW. Stated that my condensation line looked a little clogged, so he said he cleaned it out. My A/C unit as it used to for about 2 hours, then back to running constantly and not cooling down my house. Friday afternoon CHW informed me that my claim was denied because the damage to my 35 year old unit wasn't due to normal wear and tear. Sad thing is, everything I have filed a claim with them on, seems to be damaged by something that is not normal wear and tear. They cover absolutely nothing. I filed an appeal and begged them to reconsider. They came back on Saturday with a decision late afternoon, mind you I had emailed my "Case Manager" twice and called once and never received a response. They said all they would do, and it was a gift, was send me a check in about 30 days for $550 towards the repair/replacement of my A/C Unit, claiming that my A/C unit would normally last up to 50 years if taken care of properly. Unfortunately, according to every HVAC company I have spoken to in AZ, I was lucky my A/C unit last 35 years, because that was about 15 years longer than it should have. If you check out their Yelp page, you will see all the complaints of people in situations just like mine. They don't cover anything at all. If you google it, you can also find, that they have been found to incentivize/pay consumers to leave positive reviews to boost their ratings. I don't have anything I can provide as far as photos or correspondence, because the correspondence was done in their website/portal. I can't provide you photos of the damage in my A/C unit, because it's inside the unit and no one provided me photos, but you are more than welcome to come take a look at it with a professional though. At your cost, of course.