Choice Home Warranty
reviews and complaints

On 3/25/19, I opened a claim because there was water on the floor in the boiler room, and I did not have heat. I live in NE, and the temperature in the evening has been below freezing. After waiting three days for a tech, I received the following claim update:

"A CHW Technician has set an appointment for your claim.
Claim #: [protected]

Appointment Date: Monday April 1st, 2019
Appointment Time: 07:00 AM -11:00 AM
CHW Technician: Daigle Plumbing, Heating & Cooling
CHW Technician Phone: (603) 434-6353

Upon the technician's arrival you will be required to pay a 60.00 service call fee. Please make sure someone is available at the covered address at that time.

For a more convenient appointment time please contact Daigle Plumbing, Heating & Cooling at (603) 434-6353. Your CHW technician is the best resource to answer any further questions you have regarding your appointment."

I therefore called Daigle Plumbing, Heating & Cooling and spoke with the Office Manager and found out from her that she verbally declined the request from Choice because they have never done business with Choice or any Home Warranty company, and therefore did not accept or schedule an appointment for my claim. Luckily, I called Daigle Plumbing, Heating, and Cooling. Unfortunately, I do not have and never did have an appointment with a Daigle technician. If I did not call Daigle, I would have taken time out of work, waited for Daigle, but they would never have arrived because Daigle did not accept the claim and did not schedule an appointment to fix my heating problem. I believe Choice engages in fraudulent practices. Unfortunately, I have to rely on my own technician, pay him in full, and worry whether or not I will every get reimbursed for my out-of-pocket expenses after paying Choice, in good faith, for three home warranty policies on three separate properties.
Desirable resolutions to my complaint include a full refund on all three properties, repairing my boiler, and finding a lawyer who would represent all innocent customers while filing a class-action suit against Choice Home Warranty.
Paula Emerson

March 3, 2019

Re: Contract /Policy #[protected]

Dear Mr. Victor Hakim, Chief Executive Officer

My name is Victoria Christmas. I am a senior citizen, that resides in Chicago, Illinois. I purchased a five year Choice Home Warranty about a year ago, through a referral from my friend, Fred Richmond. When I put in a claim request for my stove and garbage disposal, I had a great hassle free experience.
On June 12, 2018, I called for service for my Samsung Refrigerator/freezer because it was not cooling or freezing, just not responding to the thermostat. On four separate occasions, a local prescreened technician came out to repair my refrigerator/freezer unit, without prevail. Costing me $45.00 per visit and the loss of over a thousand dollars of food in my refrigerator/freezer combined.
As stated above, I am a senior citizen on a fixed income. The devastation from the failed attempt of your prescreened technician's inability to repair my unit has placed my budget in severe hardship.
Through my research of your organization, you have built your Brand on the following facts:
America's choice of home warranty
Highly rated by Consumer Affairs
With Choice you save time and more importantly, you will never pay for a covered home repair bill again.

You have also made the following "Brand Promises" to the community of policyholders of the Choice Home Warranty:
Local prescreened, trusted technicians
If we can't fix it, we'll replace it.
Before this incident, I have been a non-payroll spokesperson of your services to my network of seniors in the community, friends, and family. You have failed me as a customer in your community. I am requesting that Choice Home Warranties honor your Brand Promises of "If we can't fix it we'll replace it!" I am seeking the following:
$1, 256.00 reimbursement for a new Refrigerator/Freezer
$175.00 for Plumber to hook- up the water line and ice maker
$1000, 00 for all spoiled meat and vegetables.

The first anniversary of my claim and complaint are approaching. I have attached a copy of the claim history regarding this incident, a copy of a receipt of purchase of Refrigerator /freezer and plumber bill for your review and record.
I am requesting your utmost vigor in this matter.

Sincerely,
Victoria Christmas

This is the worst company ever! I was contracted with this horrible company for a year to provide coverage for my home to include, plumbing, appliances, air conditioning, etc. Two of my claims were denied. The most recent was a leaky faucet in the master. The technician came out, took pictures, and said he had to get permission from choice home warranty to repair it. After waiting 2 days and not hearing from the company that I pay monthly to provide me with an update, I called them only to find out the repairs that needed to be done were not covered. The cartridge in the faucet needed to be replaced and that was not a covered repaired. On top of paying $40 plus dollars a month, and having to pay a $60 service fee for the contracted company to tell me that he couldn't repair my faucet; it is not covered, this company is a rip off and I do not suggest going into a contract with them. They take consumers money and do not provide the service. The worst company ever!

Please please stay away from choice home warranty. Had them and paind them for two homes for over 3 years, hot water tank goes out on one home they refuse to take care of it, because sediment caused it not to work... Really sediment is the cause 99.9% of all hot water tank failures. And I am a real estate broker and have been selling there service to my sellers & buyers... Never again I would stay away from this company.

Choice is a scam. They take your money then focus how not to pay for repairs. They have loopholes in contract to refuse payment for anything. Their repairmen are the worst in the industry. So far they have refused to repair or replace my refrigerator, shower valve, dryer vent and washing machine!
Customer service is horrible, reps are trained to minimize cost to Choice by refusing to cover repairs.

Ive been worrking with the for over 3 years the lsdt 3 checks I have not recied at all they owe me a totalll of arounf 9000! All at once its a e365 day deal. Hold! What a scan now inm out of bussines copletely! They have ruin my career! No pay and no reason what heart break we should be able to get together as vendors and go after them! We should use the same attorney for all asap

Do not buy this warranty program! What a scam! I submitted a claim on 1/25 for our refrigerator and dishwasher. The vendors they sent missed their first appt on the 28th. When they did show up the guy didn't even know how to turn on our dishwasher much less fix it. A second vendor was sent, they knew our brand of appliances and needed to order parts. Today is february 14th and my refrigerator is still not working. When I call customer service I get the run around. I asked to talk to a supervisor and they said I had to make an appointment! Who does that?! I am very frustrated and been keeping our food in coolers for two weeks! Do not buy this warranty!

My 15 year old refigerator broke down so I called choice and after a few days the repairman showed up and said I needed3 parts and compamy will call as to fix or replace. After 2 weeks with no info from anyone I bought a new one and the salesman said why fix something that old. I waited a few more days and called the compamy and was told they had to order the parts but no replacement for new one but no one ever called to tell me that. I have been with out a refierator for 3 weeks and living out of a cooler and now they call - we have the parts - don't do me any favors. I will not renew my contract next year. This company needs to fix their mess. They also gave me a problem on my sump pump which I had to get my own electrian to put in a new one.

Garage door not opening; cables were disconnected. Called Home Warranty and said they would dispatched someone ASAP. They responded they could not find anyone and offered me a reimbursement option. Upon selecting this option CHW would stop working on finding me a technician to service my claim. Upon diagnois, the technician must contact them to submit the diagnois and that all covered claims would be reimbursed to me within 30 days. The garage door man survey the problem, and called HWC, got the authorization and fixed the door. I then paid the door company and submitted to invoice to HWC. Choice denied the claim saying they never gave authorization. This is BS and I pointed asked the technician did he get approval and he said, yes, he had talked to them giving them the service # assigned to my claim. They said feel free to contact the garage door company about the status of my reimbursement! Stay away from this company; they are scam artists!

The web indicates Choice is one of the top Home Warranty companies. But those opinions are ads from Choice themselves. After I bought in, I asked around and many of my friends said stay away from Choice. It was too late and I hoped for the best. The first service call was for a a/c issue. The tech that came out, said Choice is notorious for denying claims. He said the repair should be covered but he doubted it would be. He was right. They denied it. The second repair visit was for the heating unit. Tech said he could fix it if the claim was approved. It needed wiring replaced. Choice denied it claiming rust and corrosion was not covered. However their contracts claim "normal wear and tear, coverage for appliances that suffer from degradation over time and prolonged use" are covered. They're not. I don't have time or interest to dispute denied claim, every time a tech comes out. Choice is awful. Run. Do not use them. They have false advertising and promises in their contract. I have cancelled my contract. Going with American Home Shield. Better reports on them. Wish me luck.

We have done work for this company for 2+ years, follow all protocols, and abided by their contract as well. They decline most claims that they send us out on (drains are declined if you must get on roof to clean them out/ water tanks are denied as rust causes them to leak and they do not cover rust/ garbage disposals are denied due to rust causing leaks as they do not cover leaks). Due to the fact that they deny the claims, they count that against the company even the contracting company has no control over their approval or denial. As a result of them denying claims, they remove the preferred status and do not pay their part of our agreed upon fee for going to job site. When we began doing work for CHW it was added to our account that we would be paid for each service call we went to. For us that is $100 minus the customer's deductible ($0/45/65). They refuse to pay the outstanding 15 invoices. When speaking with Michelle this morning, well she did the talking as she refused to let me say much, I was told it was my fault for the denials and that to improve it I shouldn't go to those calls. When I asked to speak to upper management as she said that was who removed us, I was told they did not have upper management and that she makes that decision.

STAY AWAY FROM THESE GUYS!

I put in a claim on Friday because my furnace stop working and the smell of gas. I called Washington gas and they red tagged it and shut it off. Contacted choice and they only could arrive on MONDAY...They sent a contractor out in a Volkswagen Jetta to service me. Naturally he just looked at it and said there were 3 parts that needed to be replaced..Still stuck in the cold (25 degrees outside) I later got a call and was told a different Technician will be out on Wednesday because the first one refused to do the work WTF! today is Tuesday and I'm in the cold waiting for a second Tech to come out on Wednesday only to probably do the same thing...Diagnose the problem and come back to fix later...I called and spoke with a SUPERVISOR "ASHLEY" and complained and she responded "We are not into the emergency response business" WTF! These guys have been shady since day on of dealing with them. I tried to give them a chance.. Also I had filed a claim for my overhead microwave last year. They deemed it unfix-able and offered me a low end version of what I had and left the installation up to me to pay for by a company of my choice...WTF! Bottom line STAY AWAY FORM THESE SHADY GUYS PLEASE! My actual rating is a NEGATIVE 10!

This is copy of the notification I received from Choice Home warranty after they determined that my washing machine could not be repaired on January 23, 2019

Claim #: [protected]
Great News!

We have received the diagnosis for claim #[protected]. The cost of repair exceeds the cost of replacing your Clothes Washer - Front Load. In lieu of replacement, we are offering you cash funds to select the system of your choice.
Benefits of Funds in Lieu of Replacement
Choose the Make and Model!
Get the Replacement Faster!
Upgrade your System as Desired!
System Type:
Clothes Washer - Front Load
Replacement Amount:
$349.99
*Amount offered in lieu of replacement is based on the national average price of a Clothes Washer - Front Load with similar features, capacity, & efficiency.

The average replacement cost for this unit is $900 according to several websites. The final offer was $450. half of what the replacement is for this type of washer

I called on today 1/23/19 to file claim for service to my washer. Received call back from a vendor (ars) that they will be here on 1/28/19. I called back and spoke to belinda about the extended wait time. After speaking with belinda and asking her to call their vendor back she advised that was the earliest they have. Belinda advised that someone will call me back. After awaiting about an hour and 1/2 no one called me back. I called again and spoke to allison and she had all the details that it was the vendors fault. I asked allison to speak with a supervisor and then she needed to know the issue to forward to the supervisor. After sitting on the phone for 9 minutes and 30 seconds, sal comes on the line and then admits he is not a supervisor ; he is a case manager and that is the highest that I can speak to about my lack of customer service. Sal advised that someone will give me a call back — again to no avail. I advised sal that my monthly charge is always on time and i'm not asking for an additional 6 days to pay for my service. Sal made mention that all their vendors was extremely busy. I have not had a call back and it is now 7:30pm.
I've looked at all the reviews for choice home warranty stating the prompt, quick service. Where is that found? I also seen where the customer service is great. Where is that found?

Jan 20, 2019 the coldest day of the year we had no heat. Choice told us it was not considered an emergency since they were a maintenance company .After nine hours they advised us they could not find someone to service us and we could have someone repair it but they had to call them to get approval. Company we found would not call the Choice since they said they don't work with any other company. We were without heat 24 hours Why take on a client if they have no one to service them. I believe they should reimburse us for what we paid out of pocket. $397.00

I've been waiting over two weeks for them to respond to an electrical problem. Someone needs to light a fire under their rear ends.

I talked with the electrical contractor who is scheduled to come out. First, he said he was available on a Wednesday. Choice Home Warranty said he would come on a Monday. He also said he stopped working with them in the past because they were slow to pay.

I've had a different problem in the past. We had an emergency plumbing issue. I was only reimbursed about 10% of my out of pocket expenses. Rip off!

I'll never do business with them again.

I've talked with them on the phone and emailed them trying to get a resolution. Nothing changes.

When we talked to the choice rep on the phone they told us...if it breaks or goes bad...we replace it...well...our HEAT doesnt work...so we call...viola...EVERYTHING CHANGES...now we're told that theyll have a guy come look at it...to the tune of $65(not mentioned in the sales pitch)...and had to go with their guy(air zone)...well IMMEDIATELY...he says theres bad news and more bad news...ddnt think there could be bad news...if its broke...they replace it...sounds pretty simple...not so...the guy says we're almost out of coolant...in order to charge it they have to test for a leak...heres the punch line...CHOICE DOESNT COVER THE LEAK TEST!...but its ONLY $225!...well...another surprise that wasnt mentioned...yay...so we ask...what happens after u run the test...wait for it...they submit the results to CHOICE and they decide if theyre gonna cover it or not...setting up ANOTHER SURPRISE...U KNOW...A WAIT AND SEE MOMENT...well...pretty sure the answer would be no...they dont cover it...because NO INSURANCE WANTS TO COVER ANYTHING IF GIVIN A "CHOICE"...and everything that has transpired is all about giving THEM the "CHOICE"...This company is crooked and WILL screw u over!

BOY OH BOY, JUST READ THESE REVIEWS. LAWSUITS AGAIN PEOPLE CLAIMING OF HOW THEY WERE WORKED OVER BY THIS COMPANY. If I stopped there that would be good enough for anyone to know NOT TO have anything to do with this warranty company.
Do you think that these people just make up these stories? Sounds like the government doesn't it? SCAM ARTISTS NOT GIVING INSURED MONEY PAYING INDIVIDUALS WHAT THEY SAID THEY WOULD DO! Their line is WILL REPAIR OR REPLACE, not give you a consolation cash offer of what they say but repair or replace it. NEVER, NEVER DO BUSINESS WITH THESE SHYSTERS. Just read these reviews, something wrong for sure with ALL THESE people complaining wouldn't you think?
This company loss a lawsuit a few years back HUNDREDS OF THOUSANDS OF DOLLARS
PAID FOR THERE DISHONESTY ACTS OF BUSINESS. CHW YOU NEED TORE UP FOR YOUR LOW LIFE ACTS! I WANT THE REST OF MY WALL OVEN MONEY. CHW gave me $ 500.00 for me it wailer in for my $1800.00 wall oven. And then told me, Well think about it...you at least got your initial warranty money back. WHAT A BUNCH OF PIG ROLLERS! Don't do it!

Nonpayment from choice home warranty for all the jobs we contracted with them and completed when they said 30 days payment from their office.

Those 30 days turned into 45 days - still no payment.

We are now in 60 days - no payment.

Could I please have the corporate telephone number for chw or a contact to receive payment before getting a lawyer.

I already reported this to vendor relations, customer relations, and authorization department.

Thank you kindly.

We contracted with Choice Home Warranty to perform plumbing repairs for their insured customers then they shut down our account and said they would hold our funds for 365 days, they also stated we would receive payment net 30 days which they did not do they are very nast people who are condescending to our company and they act like there's nothing anyone can do about it they think they are above the law. They should be made to pay what they owe people what they are doing is theft. Martha Williams