Choice Home Warranty
reviews and complaints

Made a claim to repair my tankless water heater on May 22 still no resolution. The first technician came out I paid him the service fee of $65 he was there for five minutes and said he could not fix it. They reassigned it to a second technician who is an electrician I paid him $65 service fee he was there for five minutes and left. I contacted the technician again he said he had ordered the parts or told them what parts were needed and they sent me an email stating the repairs have been approved. The technician said he could not order the parts so I talked with a manager who said the parts would be ordered and it would take three to five days for the order to be processed. I called the following day just to verify the parts have been ordered and I was told by another manager that the technician was not qualified to repair tankless water heaters and my question was if he was unqualified why was he sent and why do you not return my $65 service see. Since that time I have continuously been placed on hold transferred to phones that won't answer left voice mails talk to supervisors who would not return my calls. I have called just about every day since then and there is no resolution to this problem they have informed me that they have escalated it but that was over a week ago. All I am asking is for them to take care of my tankless water heater that I had paid for with my annual payment of front in my service fee. I talked with the manager today and he states he will call me back sometime tomorrow with a resolution. As of right now they have my annual payment 2 service call fees and I am sitting here with no resolucion to my problem. I did inform the manager that the email they sent me that they approve repairs for my water heater should stand and they just need to find somebody to fix it. He stated that they need to re diagnose the problem. So now it appears to me that they are looking for a way to get out of paying or fixing my tankless water heater

This company is a fraud. Do not purchase their product. The warranty is written to absolve them of any actual coverage responsibility. I have had three claims since I initiated the coverage and all were denied for very specious reasons. I received a small payment for each claim (about 10% of the estimated cost of repairs) only after appealing the initial denial and getting angry on the phone with their customer service representatives.

I am contacting you as an unsatisfied customer. I have been trying to get my AC unit fixed since 5/19/19. There was a tech sent to my home on 5/20 who stated my coils were rusted and caused the issue of the unit not working. He also stated I needed to replace the unit. I received a second and third opinion who showed me the inside coils were fine. Once I contacted CHW I was informed coils were not covered. Yet the issue is there is a leak on within the outside unit. Once I contacted CHW to let them know of my findings, I was told that leaks were not covered by the warranty. I Filed a claim and the case manager gave me an incorrect contact number my tech was to call. After four days of her not responding, I requested a new case manager. She told me to email her documentation from one of my techs stating what the problem was. I did that, then I was told the diagnosis only stated there was a leak. The leak is the actual problem! I then received the correct number for the tech to call. I had the other tech call with his findings. He was asked a series of questions, and the response to me was the filters were dirty. Clearly the tech did not indicate such as the filters are fairly new. After this claim was again denied, I asked the case manager to speak to a supervisor and she told me there was not one and the case manager's answer was the end all. As I continue to fight this issue, I contacted the case manager today, I was told yet another issue. This issue is improper installation.

There continue to be added issues when I speak to someone, yet these issues are not indicated in the documentation provided upon starting my service. I also contacted the cancellation department twice last week and no one contacted me back. I paid for tree years and I am only half way through that term.

This has been an extremely unprofessional experience. Mind you I have a daughter with health issues and we have been displaced from the home due to heat.

I have been trying to cancel a home warranty policy since the day I was sold it which was May 27. The cancellation department is closed most of the time and today it took over an hour and a half to get through to the department that handles cancellations and claims. The girl told me that I shouldn't believe what the salesman said. The exclusions far outway what could possibly be covered. I have spent hours on the phone on several different occasions to get this cancelled. I finally was told today that it is cancelled. I am calling my credit card carrier today. After this horrible experience with this company, I cannot imagine what happens if you have a claim. I am also calling the Better Business Bureau. This is no way to do business.

I have read the exclusionary criteria. You have made a false statement in this regard. For this reason I have filed a complaint with the BBB and others. This is completely unfair to exclude the most important component of an AC unit. CHW very rarely cover many of the appliances in their contract. This is an extremely clever way of issuing a warranty package and not actually paying for repairs. Great scam, no substance in the policy I purchased. Yesterday I had to spend over $3000 to replace the entire AC system. How could a "platinum plan" of which I purchased, be of any use to the subscriber?

This is an obvious attempt to avoid paying for any and all repairs in the state of Florida.
I will NOT let up on this issue.

H. Louis

Choice home warranty states that their home warranty policy does not cover any a/c product in florida if it has been exposed to to sun or rain resulting in corrosion regardless if the customer shows proof of yearly maintenance. Unfortunately i live in sunny south florida. It rains 4 months out of the years and temp ranges fro 88 to 92 degrees year round with 80% humidity. It is hot and muggy all year round. Choice home warranty has found a legal gap to not warranty an a/c unit in sunny south florida. Today, june 1, 2019. I am installing a brand new a/c unit by frias ac llc [protected] for over $3000.00 because chw will not cover my a/c unit. They've chosen a clever method of not covering an item other warranty companies will. I'm incredibly disappointed with their appeals process as well. I cannot in good conscience recommend this home warranty company..
Social media is going to become my best friend if they are not willing to assist me with a legitimate claim.
To add insult to injury, they just called me to renew my policy. It expires on july 14, 2019.
Really? never again...

H. Louis

April 19, 2019 Mr. Smith Repair, courtesy of Choice Home Warranty, came to my home to repair my toliets. One toliets was repaired, but the another one wasnt. When Mr. Smith came back to repair it, I thought it was repaired until I used it. When I flushed the toilet, only about 8 ounces of water ran into the bowl. He eventually returned, looked at the toliet and said that there wasnt anything worng with it. I could not get him to see that there wasnt enough water in the bowl. He left and said that I have wasted his time.

I purchased a Full Home Warranty from Choice June 2018. There website advertises that we need this warranty for replacement of large appliances like heating and air and hot water heaters. My hot water heater started spitting out soot on May 9, 2019. I called and they sent a Plumbing Company out from Blue Ridge GA to look at it. The plumbing technician said that the hot water heater needed replaced and spoke with a rep from Choice. Choice indicated they would call back in 10 minutes. Instead they emailed a letter saying that "holding tanks" weren't included. Their website says replacement of hot water heaters - what is a "holding tank". The plumber indicated he had never dealt with such an irreputable Home Warranty company and had never been denied when their policy states they take care of hot water heaters. Choice said they would offer 300.00 out of the 2700.00 after I filed a report with BBB. Choice said they aren't responsible for their salespeople or the website that clearly states what is included in their "advertised" service. This is Bate and Switch and this company needs to be shut down and consumers like myself refunded when we pay in full for a policy. They continue advertising if the technician can't fix it they wil replace it. They state they replace Hot Water Heaters. Now they are saying they don't replace holding tanks. A holding tank is a large square tank used to store water. Nothing to do with a hot water heater. Cherie White - Murphy, NC

05/02/2019 Appliance Air Conditioning Units 1 Issue Not Cooling Last Time Working 09/15/18
More Notes When I cut the unit on it blows heat. (05/02/2019):
Thursday May 2nd, 2019

Claim [protected]
1726 Wood Song Ln, Enter The Second Line Of Your Address...
KNOXVILLE TN 37914

Dear Cynthia Butler,
This letter is in reference to your Air Conditioning claim. We have been processing your claim for coverage and a determination has been reached.

During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to repair or replace, at our expense, the systems and components mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and

Become inoperative due to normal wear and tear; and

Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Your claim was submitted on 05/02/19.

It has been reported that the air conditioner only blows out hot air. Based on information obtained, this failure has developed prior to the coverage going into effect. Please submit proof of current repairs being completed for future coverage to info@choicehomewarranty.com.

Please refer to your terms and conditions section A number 3; which require the systems are in place and in proper working order on the effective date of this home warranty contract. this contract does not cover any known or unknown pre-existing conditions.

I made an appeal- stating I signed on with "Choice warranty in August my unit was in great working and running no problems it was running until I cut it off in middle of September due to weather change and I needed heat. In October my husband fell ill and in January I submitted a ticket to have my heat repaired. I paid the $75 for, then because the repairman had to wait on choice to decide if they would repair my heating unit the weekend was coming and the temp was going to be below 32 degrees so I ended up paying for the parts and the repairs. So now my air is not cooling. It could have been something simple but I have to pay more money to find out. The only thing I keep getting is we don't cover preexisting. It wasn't BROKEN! We live in a two story single unit home. My husband is on tube feeding and his formula must stay lower than 75 degrees or spoil. I've even stated that in my ticket also that because it's so hot I have to unplug my fire alarms because the temperature in house sets them off. All I ask is for my air condition unit be fixed. My sister told me not to use this company because they will not repair anything just take your money and tell you it's not covered because it was like this when you took out the insurance. She was right! I'm trying not to use words like Scam or Rip off but that is the way I feel right now.
Cynthia [protected]

I filed a claim with choice home warranty & chw sent a tech. My upstairs a/c unit was blowing hot air. On 5/17/19 the tech came & chw denied the claim. I paid the tech $581 and my ac worked 1 day, 11 days later i'm still without air. This tech got access to me through chw. Chw indicated they were sending me their best technician. If this was their best, I don't want to see their worse. Chw needs to be stopped! Due to limited space to write, i'm giving a short overview of my experience with chw. It appears chw & their techs are engaging in unfair trade practices and deception, taking unfair advantage of people.

When I bought my home, I got a home warranty because my mother who is a real estate agent suggested I do, as she has had them on all her homes. I was talked into paying for 5 years and getting the sixth year free, so I spent $3400. Two years later, my compressor went out on my A/C. A tech came out and afterwards CHW called to say they would either pay $700 to replace the entire unit, or give me $700 for the repair. The cost to replace it would have been over $4500, and I didn't have that kind of money. They told me that they would not fix the compressor, because next year the standards for freon is going to change, and you won't be able to get the kind used in my unit anymore. After I accepted the $700 payment, I called the tech to make sure that this would cover both the part and the labor. I was told it would be FOURTEEN HUNDRED DOLLARS. I called CHW immediately, and after spending an hour fighting with them, they finally agreed to pay to have it installed as well. The tech told me they had just done the same thing to an elderly woman, and only wrote a check for $700. Then, I had paid extra on my contract to cover my septic. One charge was for draining it, and one for servicing it if it needed repair. I calle 5 weeks ago to have the thing drained, and am STILL waiting. I get notifications telling me someone is coming, then they never show up. The septic is 3 feet under ground and every time it rains, which is often where I live, and CHW tells me someone is coming out, I have to drain it, and dig out the mud that has caved in. A tech finally called last night but said he wouldn't be able to come by until "really late". I asked how he would drain the thing after dark. He said, "We don't drain it the first time out. We just 'evaulate' it, and most time, CHW doesn't even APPROVE the job." Last year, my A/C had an issue, and CHW couldn't find anyone to repair it so they had to go outside their contracted technicians to find someone to repair it. They offered to pay me if I found someone to do the job, but I didn't know of anyone and it was the middle of summer. So a tech finally came out and assessed it, and then came back to put the part in a few days later. The poor guy had to sit in his hot truck in the middle of a summer day while CHW NEGOTATIED with him and tried to get him to do the job for less. IT WAS LESS THAN $200 for the part and the labor in the first place! And the worst part was, he told me they had already AGREED to the price before he came out! Now, my water heater has gone out, and I am dealing with the same issue, with CHW telling me there are no technicians available in the area and offering to give me money instead. I wouldn't mind taking the money because I am sure I could get it done much quicker, but the problem is, I did this with the A/C and it takes at least 2 weeks to get a check, and then you have to sit and worry that they are even going to follow through. I had a technician call me who was suppose to pump the septic, and he told me he would love to do the job, but he never got paid on the LAST job he did for CHW. So today I went online and I see where CHW has been sued in at least one state and ordered to pay back $800, 000 for their criminal behavior. It is SICKENING that a company can get sued like this, and just keep running the same kind of operation. Their reviews are TERRIBLE, and I only wish I had researched them before signing up. But my mother has never had ANY of these problems before, so I was not thinking I would either.

First I want to say I was warned by many mechanical. Companies before I signed up with. Choice Home Warranty. I turned in a leaking dish washer. Tech came right out. Then for a month I had to call him and your company about the part When it arrived a few weeks later I informed tech it was here he never came back to put pump in. I called in several times but got no response from tech.so I put it back together. Next my A/c quit I called in. Tech. ( The Specialists ) came right out took my 60-00 fee said unit was unrepaiirable after several days he wouldn't answer nor did I get an email from warranty I called they said he hadn't diagnosed my unit yet. I called him 3 days after call and he said he couldn't get thru to turnin diagnosis I called warranty told them they contacted him with a direct number to turn in diagnosis he never did they redid patched another co he came out we found a leak where weld was bad He turned in diagnosis and within an hour claim was declined she said due to rust This unit is 7 years old and in very good shape. I took several pictures still declined claim. I cancelled my service and am paying out of pocket I have a wife and 3 small children at home 1 is handicapped so I am paying repair out of my pocket. Twice this company let me down I will be contacting the better business bureau Monday and also MHMR services handicap dept it will be a total of 2 weeks my family was without A/C. And again I have cancelled my service but the person at warranty office did offer me 2 free months to offset cost, My son has. American. Home. Shield. His A/C had same leak they repaired in 2 days yours unhappy Harold. Davidson

This company is built on all LIES. They tell you everything will be covered but in reality most everything is NOT covered. I paid in advance for a three year plan and will be disputing this charge and will be reporting to the BBB and spreading the word on what an awful company this is. WSBTV has also been notified. You people should be ashamed of yourselves.

Thurman tyndall, 1804 lavonia lane, pasadena, texas 77502. I have talked to choice home warranty people and no one can help me, what a way to run a business. I have been lied to by everyone I have talked, too. This is absolutely the sorriest bunch of people I have every dealt with. I have been told over and over when my washer would be fixed it has now been two weeks and it does not seem like nothing is going to get done. Your company is a sorry excuse for a business. I am fixing to complain to the bbb and texas attorney generals office. I have run out of patience with you it's. My e-mail is : [protected]@att.net that is if you give a [censored].

Remove me from your [censored]ing email list!

I never asked for information regarding home warranty as we are selling within a year.

You did not provide an "unsubscribe" in the past two emails you sent me which is against fcc rules. I tried replying to your email but bounced back.

Ryan daley | choice home warranty
1090 king george's post road | edison nj 08837
T: [protected] ext 8455|
[protected]@choicehomewarranty.com

http://www.choicehomewarranty.com/

choice home warranty keeps call my business needing service contractor to do appliance repair service. This company is a scam to contractors & customers. Just some advice to other contractors, I have found that if the customer will pay for the service then have choice home warranty reimburse them I could run the service call, I have had some customers call choise home warranty to see if they can do this so could get there appliance repaired without waiting several weeks or months, but was denied everytime by CHW. I think if all contractors would do this these companies would be out of business of scammimg.

I have had them for two years, I have submitted a claim for an ice maker issue, which according to the contract is covered. However upon review they denied the claim because the problem is "on the outside of the refrigerator" ok I was upset but kept them. Now here is it 04/11/19 I submitted a claim for an ac unit. Not covered because of yet another exclusion that does not make any sense. Even my service tech that came out told me they were the worse and to use crosscountry. I am switching today. I cannot believe they are offering a product and does not cover anything. Lots of exclusions and exceptions.

Very sad you can't honor your policy's. I had a water heater go bad and leak water and called it in. In a conversation with a lady at Choice, the water heater is not covered. The tank which is an intergal part of the water heater was not covered. Give me a break if the burner got A leak you would fix it but not the tank. Such a gip and I will not renew or recomend your company to anyone and if possible share that your company is no good...
Ed Anderson

I was told that I would receive a call back rather than wait on hold. My call was placed at 5:50 p.m. Since I'm paying for my own repairs I don't need a home owners warranty and would like a refund. Also it should not take More than an hour to receive a call back. For this reason and a host of others< I have decided that it is time for Choice Home Warranty and I to part ways. My contract number is [protected]

This is the WORST WARRANTY SERVICE EVER! I submitted a claim back on
March 11, 2019 for my washer. As of today, and three different technicians, my washer still isn't fixed. The first one tech, who had my claim for 2 weeks, said he was waiting on parts. I called them a week and a half later, only to be rescheduled, I had to call them, and on the third time they were supposed to come, I again had to call and get a status update only to be told they're going to have to cancel, and reschedule me again. I got upset, she gave me another date and time and she hung up in my face. The second technician told me they don't work after 3 pm, and when they decided to squeeze me in since they were in the area, the technician decided that was past his work hours and said "no", they can't come, she called me back to cancel the time she had just given me, and put my claim put back in the system. The third tech just left my house, told me I'm putting too much detergent in my washer (said I should only be using a 1/2 teaspoon, which is the stupidest thing I'v ever heard) and when I asked him to speak to my fiance, he refused to speak to the man of the house and walked out and left. My washer still isn't fixed. Choice Warranty contracts with incompetent, inconsiderate, and impatient technicians. I will NEVER RECOMMEND THIS COMPANY TO ANYONE! #FRUSTRATED #CANTWASHCLOTHES #HORRIBLECUSTOMERSERVICE