Choice Home Warranty
reviews and complaints

it only gives me 2 choices, submit new claim or check on a claim. I want to file a complaint about the contractor that was sent to repair my fridge. he fixed one problem, but another one happened before he left, you will not cover the second one which is fine I would pay for it. But he makes an appt. then does not show up or call. it has been two weeks, going on three. He said he would come last Friday at 11.00 I had to leave at 12:00 he rescheduled for 4, did not show up. he was here twice last week and took a part off the second time after he said he would order a new part. The time he took the part off, he said he wanted to be sure he got the right part. He told me that he would be here today between 11:00 and 2:00 after 2 I called him, he said he is moving and would call me when he was done. I have to leave at 5:30. I think he is very unreliable. and I would not recommend him to any one, I am going to report him to the BBB. You need to probably take him off your list of service people. I just need him to bring the part he took off and I will call someone else to make the repair. Very Sincerely, Loretta brown contract number [protected]. Plus I can't find his company of the web, or in the phone book which tells me a lot.

AC System failed, 100 plus degrees,
! Took 21 days until they denied my claim. In the beginning they were going to assign/find a tech never did. Got one myself sent diagnosis, state if didn't have complete details. Everything time I sent something they requested they say they will respond in 24hrs (Everytime you message) this went on for three weeks! It was 100 plus here?!?
Finally they moved on to review my claim and denied it! Turns out that particular component was not covered (expansion valves) also the Acoil evaporator NOT COVERED! When I stated what's that leave, the compressor that was burned up do
to the leak and the fan/blower?
Total liers & scammers!
Someone needs to shut them down?
Total rip-off

Choice home warrenty sent a repairman to our home this morning.. Our hot water cannot be repaired. It was cauzed by wire defect the lady I talked to said it was caused by a water leak.. They will not cover the heater. I have this warrenty to fix or replace my water heater and the rest of my appliances if need be I either want my heater replaced or my money back.

First of all- you sent pro - tech to my house on monday to fix garage door -didnt have part needed - came back today after paying them $ 380.00 didnt fix garage door due to dispute over trip charge--- you put the customer for 2 and half hours on phone with choice between your company and vendor--- this is totally not exceptable... I set and listen to the call for over hour after waiting 45 minutes to get thru----vendor was transferred numerous times trying to get answers...Finally left without repairing garage- i missed appointment due to this and this is totally not good business behavior and doesnt speak well for your company- i am going to cancel my policy and advise my friends to do the same

I have been checking on home warranties and made the mistake of going on their website and giving my information. Since then I have been getting 3 to 4 calls a day from a privately contracted sales group for their product.
I have asked several time for them to stop calling and yet they continued.
In hindsight I know that their bbb standing is horrible! Many complaints!
How do I get rid of these horrible people?

I am a contractor and Choice Home Warranty called me to help them with 3 emergency calls. In good faith I did all 3 calls. I never received payment. I have called over 3 times. I keep getting different stories..( manager will call me back to discuss, check will be mailed, etc.) The last time I called the lady was very rude and told me they are not paying anything and told me to go ahead and report them to collections they did not care! And she hung up on me. Furthermore usually all their customer claims are denied. What a scam! Both for the contractor and customer. The state of New Jersey needs to step in and take action on this rip-off company!

This company used to be my warranty company. I went through a divorce and have sold the home. I no longer own a home and have told them that. They however call me more than 30 times a day trying to get me to renew. How many times do you have to tell them stop calling before they will stop? Thank god for call protection from my phone service provider that just logs these repeated spam calls and don't let the phone ring.

I recently had my AC rplacement claim declined by Choice, The technician said that the compressor shorted to ground and because the unit was 30 years old it should be replaced. Choice chose to reject the claim based on rust and corrosion that the technician said was typical and would be expected on a 30 year old unit. I appealed the decision and according to the adjuster, Chardonic Odan, The unit failed because it was 2 lbs. low on refrigerant and was leaking. This is not what the technician told me he reported to Choice. The unit was working fine the previous day and he could not get it to start because it kept blowing fuses. He told me it was impossible for him to report any refrigerant level because the compressor needs to be running to test it. He said there was no indication to him that it was leaking. I asked him to send me a copy of the questionaire he sent to Choice but he could no longer access it because the claim was closed. He did send me an invoice with his diagnosis which says the short was a result of normal wear on an older unit. It says nothing about refrigerant levels or leaks. I asked Ms. Odan to send me a copy of her report and she refused. She kept going back to your rust and corrosion exclusion. It sounds to me like someone at Choice based on a picture was looking for a way to reject the claim because the technician says he thought it should have been replaced. He said all older units will have some level of rust or corrosion even when properly maintained. I was asking for some reasonable offer from Choice and was offered an insulting $300, which I refused. I asked Ms Odan to speak to her superior and was told she was the final arbiter. I then told her I felt that Choice is falsely advertising that they cover units regardless of age when they know they can invoke the rust exclusion on almost all old units. I told he to immediately cancel my policy and if another penny was drafted from my account, I expect a check for $4000 to cover my new unit. I left American Home Shield to try Choice and I made a huge mistake in doing so. You have lost a customer and I will tell everyone about my horrible experience with Choice. You probably could have kept a customer if you had made a reasonable offer.
James Saul
22 Rapids Court
North Augusta, SC 29841
[protected]
account [protected]

Warranty with your company

My dad is veteran and had the pleasure to speak with one of your case manager today. He is 84 years old and said to me that he has never been so disrespected the way she spoke to him. Claim [protected] we have been trying to get your company to someone else out to my home to handle a plumbing problem that is clearly inside the wall next to my water heater. That could be from the upstairs bathroom. But your rep Bre will not send out a guy with a leak finder to locate the leak. Please contact me at +[protected] or my dad Joe Myers at [protected].

Short and sweet= 2 accounts open by mistake, both for $380. which was suppose to be paid month $34. I was assured 1 account to close and the other also closed minus the monthly payment. I was also assured an email stating these trans actions would be sent to me, (Nothing) Finally receive $345. minus monthly payment, On the 1st another monthly payment taken out. And now I received the other $350, minus a monthly payment, that is 3 monthly payments in 2 months and still don't know when is my first monthly free start. Can someone please explain this to me?

I requested service on my AC unit. They sent out a local company who cancelled list minute. Another company was sent out. They condemned the unit stating that the refrigerant line was blocked. Unless the contractor has X-ray vision how could he determine it when the compressor would not start ? Then on top of that they requested preventative service records, so I had my LICENSED CONTRACTOR send a letter stating that the unit was properly maintained. That was not good enough and they won't tell me what is acceptable. STEER CLEAR OF NO CHOICE HOME WARRANTY...

I am sure the information and lack of response for repairs on the part of Choice home warrantee listed below says it all. Our family's health has been directly effected as a result. I am extremely unsatisfied and expect a call from someone in a role of supervision from Choice to address these concerns, complaints and contact us ASAP.

Claim Details
Claim Date:
06/22/2018
appliance
Air Conditioning
Units
2
Issue
Not Cooling
Last Time Working
06/21/18
Last Filter Change
06/01/18
More Notes
Fan blowing but no cooling or A/C.
Claim Status:
Appointment Set
Claim Updates
CHW Representative:
(06/22/2018): Is there an update on this claim please ? There areas of the house are over 90 degrees.

(06/23/18 12:34 PM) Symone OConnor: Thank you for your email. Please be advised we are diligently working on locating a technician in your area.Thank you for being as valued customer of Choice Home Warranty. THE CHW TEAM.

(06/23/2018): I just wanted to confirm since we never heard back from a repair technician . To verify you have the right contact number it is [protected]. Thanks and hope to hear back soon.

(06/25/2018): We submitted this claim for no A/C three days ago and have had no responses form any repair service. It is well over 100 degrees daily and intolerable at this point. Please explain the delays and give us a service tech ASAP.

(06/25/18 12:49 PM) Jessica Exilus: Thank you for your email. We apologize for the delay. Please be advised that our dispatch department are diligently working on getting a technician to assess your unit. At times or technicians are overloaded with work. Once a technician is assigned you will receive and email with the technicians contact information. Thank you for your patience.

CHW Representative:
(06/25/2018): S & S MECHANICAL CONTRACTORS has been assigned to your claim and an appointment has been scheduled for Tuesday June 26th, 2018 between the hours of 03:00 PM and 08:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for S & S MECHANICAL CONTRACTORS is [protected]. Upon the technicians arrival you will be required to pay a $45.00 service call fee.

CHW Representative:
(06/27/2018): I have no idea why I received a message stating that my claim status had a missed appointment . That is simply inaccurate. A technician from S&S mechanical came to my home as scheduled and I met with him at that time . Unfortunately the service call went bad with the tech creating a conflict causing me to talk to his supervisor to resolve. I explained that the tech was argumentative and basically just trying to sell me new A/C units and not addressing my needs for the repairs. The supervisor was professional and courteous but the entire experience was upsetting and unfortunate. We have waited four days with no A/C in over 100 degree heat in our area. I must admit at this point I am disappointed in the service and lack of follow up to our repair needs. Please have someone contact me by phone if you have questions regarding this matter.

(06/27/18 11:45 AM) Danielle Hyppolite: Thank you for your email. We apologize for your experience and have forwarded this to the appropriate department.

CHW Representative:
(06/30/2018): I would like an explanation as to why we have gone over a week with no follow up repairs to our A/C unit under this submitted claim. We had a very negative experience with the original service company that was rude and argumentative and came out seemingly only to try to sell us new A/C units. I am sure this is reflected in our account notes. We have never had any follow up service or contacts since we brought these concerns to your attention. I has been in access of 100 degrees daily and portions of our home are intolerable due to the heat levels. Please schedule this repair ASAP and give us a status update on when we can expect the service.

(07/01/18 12:49 PM) Ashley Turner: Thank you for your email. Please be advised your claim has been sent to our dispatch department to secure another technician. We apologize for any delay this has caused. Thank you again for your patience and for being a valued customer of Choice Home Warranty.rnrn

CHW Representative:
(07/01/2018): ICY HOT HVAC LLC has been assigned to your claim and an appointment has been scheduled for Monday July 2nd, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for ICY HOT HVAC LLC is [protected] VALERIE. Upon the technicians arrival you will be required to pay a $45.00 service call fee.
CHW Representative:
(07/02/2018): I talked to a representative today and they said this had never been confirmed as scheduled for today. Can you please confirm with them and update us on the status?

(07/02/18 07:52 PM) Magdalena Trinidad: Thank you for your email. Please be advised your claim is in our system for a technician to pick up your work order. Once a technician has been assigned to your claim, you will be notified with an email and automated voicemail. Thank you for your patience and for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/03/2018): Can you confirm that we have a scheduled appointment set with Icy hot HVAC LLC. I got a message from Choice first saying they were scheduled to come between 11 and 3 yesterday and they never showed up . Now I am told it is scheduled for repairs now for tomorrow ( Wednesday 7-3-18) . I need the confirmation so I can take off work to be home and available. We have gone 11 days with no A/C and these repairs are critial, Please confirm the appointment with this company for tomorrow and let me know.

(07/03/2018): Please explain why it has been reassigned. We had a scheduled appointment set with Icy hot HVAC LLC. for repairs for tomorrow ( Wednesday 7-4-18) between 11 and 3:00. We have gone eleven days with no A/C in over 100 degree heat. We need repairs ASAP. Why has the appointment with Icy Hot company changed ?

(07/03/18 12:41 PM) Shiniqua Branch: Thank you for your email. We apologize for any confusion. Icy Hot will be servicing your claim and will reach out to you to confirm an appointment time. Thank you for being a valued customer of choice home warranty.

CHW Representative:
(07/03/2018): ICY HOT HVAC LLC has been assigned to your claim and an appointment has been scheduled for Wednesday July 4th, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for ICY HOT HVAC LLC is [protected] VALERIE. Upon the technicians arrival you will be required to pay a $0.00 service call fee.

CHW Representative:
(07/04/2018): Is this company still scheduled to come today as scheduled ? They said between 11 and 3:00 and we have had nobody show up or call.

(07/05/18 06:35 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/04/2018): Can you contact them to see why they are delayed and ensure they are still coming ?

(07/05/18 06:29 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/04/2018): I have called and left messages with no response

(07/05/18 06:35 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/04/2018): No call no show

(07/05/18 06:36 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/05/2018): Why have I had no responses to this claim. The company was a no call no show. We need the A/C repaired ASAP. We have been without cooling for 12 days. [protected] is our contract number

(07/05/18 06:35 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/05/2018): Listed as an appointment set but the company was a no call no show. Please schedule these repairs. My wife's health is suffering from the continued heat and high temperatures in our home.

(07/05/18 06:33 PM) FS Martin Lyle Cabalfin: Thank you for email. We have updated your claim to new appointment day/time. We apologize for any incovenience we might have caused. Thank you for being a valued customer at Choice Home Warranty.

CHW Representative:
(07/06/2018): New appointment day / time. When and what does that mean exactly ?

(07/06/18 02:39 PM) FS Johneil Hernandez: Thank you for your email. There is no new appointment date/time yet. It appears that we are still waiting for the new technician to be assigned to your claim after couple of attempt to submit a request. Our records indicate a reimbursement was previously offered. To review please click: http://news.choicehomewarranty.com/q/rl00lixa4cM720X_P0KIWthJwLtKlNJBHJEZcOJbWFybGFAY2hvaWNlaG9tZXdhLcnJhbnR5LmNvbcOIJIs2P9KgdZHOxgKvcXPBry2NMg . If you would like to take this option, please let us know. We have also raised your concern to the appropriate department to check for further option. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/06/2018): We are still in need of repairs.

(07/06/18 02:41 PM) FS Johneil Hernandez: We understand you are still in need of repairs and we are still checking for further option. Please refer to the our response prior to this. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/06/2018): ? any status updates

(07/06/18 02:43 PM) FS Johneil Hernandez: We are acknowledging this email and confirming there is no update yet but we are still waiting for one. Once update is available, you will be notified shortly. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/06/2018): ICY HOT HVAC LLC has been assigned to your claim and an appointment has been scheduled for Tuesday July 10th, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for ICY HOT HVAC LLC is [protected] VALERIE. Upon the technicians arrival you will be required to pay a $45.00 service call fee.

Kirk Guier
(07/06/2018): This company just called and said it is scheduled for another date and time . This is simply another example of a breakdown in communication on your part with the contracted companies I have to take off work to meet with these repair techs. Clarify your details and give a set date and time for service.

I called Friday, May 18, 2018, to sign up for coverage. A man by the name of Ralph answered the phone. After he explained the details he asked for payment of $33.75. I purchased a Walmart gift card and sent the payment of $33.75. He also said if I wasn't satisfied I had up to 30 days to cancel, and a refund of $33.75 will be returned to me. I called and Cancelled several times: 1st-spoke to Melvin on 5/22; and 2nd-spoke to Ryan on 5/31. Called 6/19 to Confirmed if a cancellation was processed. Melvin said that refund takes between 7-15 days. He said it was processed 6/1. Please send me my refund of $33.75.

Thank you

I WAS a new customer to Choice. In the 8 months since joining, I have submitted two claims- one for a water heater and one on an AC unit. Both were denied. The customer service on the 1st calm was pretty good- timely, polite and I understood the denial. The second claim on the AC unit was TERRIBLE from day one. I had to find my own tech (which I understand) -- no return phone calls, I submitted emails to link and no return contact. My tech submitted pictures, as requested, and no response. Finally after 18 days, I called in and after 2 hours on hold, I got thru. The nice woman on the phone explained they showed no record of pics being submitted but she would put me on hold and look into it. It was 4:45 p.m. She came back on and said, well the pictures are here but have not been viewed. I will expediate this claim and someone will get back to you. Well within 15 mins I got a form letter saying : Sorry - Denied. 15 mins! Now really.
I had 2 tech companies out to diagnosis, which I paid for. If Choice is just going to routinely deny claims, why put your customers thru this. I called the next day to cancell policy and this very nice agent convinced me that I needed to file an appeal and just have the claim viewed by a case manager. WOW- that was an experience. As a former school superintendent, when something reaches the stage of a case manager, it usually with the intent of having a fair minded person reevaluate and listen to the client. Not the experience I had. It took most of the day to connect with Tanisha, which I understand she was busy with other claims. By the time she called me in the evening, I felt like I was subject to the frustrations of her day. I found her tone hostile and basically she was telling me - the claim has been denied- no if ands or buts- so why did I even waste my time filing the claim. She basically just read the denial email that had been previous;y sent to me. I do not call that a fair reevaluation. I cancelled my policy, after Tanisha tried to "fairly" convince me that I had already pd for the policy and I might as well just leave the policy intake until it expires. She told me there would be no "refund" of the unused portion of the contract life. I told her I did not care- please cancel because as far as I was concerned I had no coverage anyway. Okay- then I get a follow up email saying my policy has been cancelled and I should receive an applicable credit of fees within 15-30 days. I'm exhausted dealing with the back and forth. I just feel like the customer service has not been of quality, and the basic contract seems to exclude almost anything that I would need coverage on. Greatly disappointed.

I am a licensed certified HVAC contractor in Alabama. This company is a fraud! They owe me money for work performed and refuse to pay! It takes over an hour wait time to get someone on the phone and they deny legitimate claims! I accepted 13 jobs from this company and they denied 12 out of 13 claims! Legitimate claims from customers that need their A/C repaired! My last conversation with them said they would send me a check in 365 days from now!

I am filing a class action lawsuit! Anyone who reads this and has been done wrong by this company, please call and join me on this class action lawsuit! My direct number is [protected].

this company will not pay for ac repairs, they will come up with a reason not to pay

I got a house May 2017 and had everything in the house repaired, AC included, home was inspected and AC and heat worked Feb 2018, called choice warranty because it wasn't working in I think May, and they turned down the claim saying it was on going problem

first of all how is it a on going problem if I just got the house?

I even showed them receipt I had work done

it was working fine Feb 2018 when it was checked

they say they pay for old items that's a lie also

60 crystal river drive riverdale ga
[protected]
I paid the claim can I have my money back

Two scheduled appointments, (06/07/2018 & 06/10/2018) with two different contractors for chw did not keep appointments for a/c repair. Temp in house over 95 degrees and I have a son with asthmas and chw did not follow up to inquire about service. I received a email stating I missed the schedule appointment, on the seventh of june I was home from 02:00 pm until the 10:00 am the 8th and all day on the 10th. I can't wait any longer for service, it's summer time in georgia.

I called Choice when my A/C was not blowing cold air. The technician was a no show the first time after I closed my business early to meet at the scheduled time. He finally came on Saturday. He said he needed to perform a leak test. He called to get approval after 2 hours on hold they said they would not pay $126 for the test. After he left I called back and complained and they finally agreed to pay all but $26 for the test. The tech returned four days later and performed the test and determined that the leak was a very at the valve outside. Choice sent me a denial for the claim saying that it was my fault due to improper maintenance. I had the unit checked last year. This company did the same thing when I had a refrigerator problem. They are a rip off and I don't recommend them at all. Stay away from Choice. By the way, I had my neighbor, who is a commercial A/C technician look at it and he said that the leak was inside and the tech that the sent was incorrect. Of coarse they would detect a leak if you stick the sensor right at the valve opening. Terrible experience

On June 7, 2018, we noticed that our home was extremely hot inside with a temperature of 85 degrees Fahrenheit. We noticed the air conditioner unit failed. I submitted a claim with the "Choice Home Warranty" (CHW) around 1 PM to get the unit fixed.

CHW did not respond to my claim till evening 6 PM. Later, they sent an email that an appointment was fixed with a contractor for June 13 (6 days later) and gave us an option of finding another contractor by myself and will reimburse me for the work within 30 days.

As 6 days of the wait on hot summer with temperatures in 100 degrees, Fahrenheit will be a torture, I searched through the internet for a local contractor and fixed an appointment with them. I gave the contractor with the instructions from CHW to call them at [protected], explain the diagnosis results, get the pre-authorization and start the work. They came home, started the diagnosis and called the CHW around 8 PM to explain the results of their diagnosis. CHW phone number responded that the office is closed. Local contractor told me that their office is closed and will come back the next day (Today - June 8, 2018).

Local contractor returned back (June 8, 2018) as promised. The first thing they did was calling the CHW to explain the diagnosis results. They explained the details to CHW, sent the photos of the damaged item on the AC unit, told their work cost. The conversation between them went for a long time and finally CHW told the local contractor that the work was not authorized and the claim was declined.

In the meantime, I asked the technician to go ahead and fix the AC as we cannot wait for another 6 days to get the contractor of the choice from CHW. With my family and pet at home living for 6 more days at hot temperature will be a torture and may lead to more health complications.

CHW sent an email to me that they declined the claim because the work was started without the authorization from them. Cost of repair was $2099. I paid fully to local contractor out of my pocket.