Choice Home Warranty
reviews and complaints

I have worked with choice home warranty company under contract since June 2017, they have been invoiced for over 80 work orders that have been completed and have not paid on any of them for services performed on them by my company. They owe me over $6, 000.00 right at this point and will be in civil litigation soon.I am currently invoicing all the consumers that we performed work for with my attorney's information included for a class action lawsuit. And they deny more consumer claims than they ever cover.

My last three claims have been denied based upon their interpretation of the warranty policy. The first one was my air conditioner compressor. The unit was 22 years old and the compressor housing ruptured and lost all the Freon. They claimed that this was not a normal failure and although they could not show me in the policy that it was not covered they just adamantly denied my claim. I had two AC companies here in Las Vegas look at it and they both agreed that it was normal wear and tear. The second one that they would not cover was my dishwasher. The pulley that keeps the door balanced broke. They denied the claim because they do not cover dishwasher doors, although the door was fine. I guess they figured that the pulley was part of the door. The third item was my hot water heater. It started to leak after 11 years of use. This is very common in Las Vegas because of the water. American Home Shield warranty always covers this...Choice Home Warranty evidently does not. They claim that they do not cover leaks, although it is very difficult to find where it spells it out in their written policy. So the warranty is practically useless. Anyone thinking about using this company needs to read the fine print and interpret it every way possible, because they will certainly find a way to deny the claim. Buyer beware.

We've owned this home for five months and purchased a long-term contract (#[protected]) with CHW. Our air conditioner(s) did not appear to be working correctly on September 7, 2017. We called an received claim number [protected] and received a service call from Cortinas and Sons. The technician spent less than ten minutes and stated the problem was lack of routine maintenance, and that the units were under manufacturer warranty. We promptly received a call from CHW telling us out claim was denied. We were offered $200 to satisfy our dissatisfaction. We did not accept and called the installing technicians who promptly came and actually checked the system. Come to find out the evaporator coils in both units were leaking. These coils were never looked at by the CHW technician. It's funny that K&S Heating and Air in Garland Texas [protected] actually found the problem, got out systems temporarily fixed until the parts could be ordered. We paid $304 for their service call.

CHW says they hire/send experienced technicians. We did not find this to be the case. We have called CHW and intend to now file a claim on the evaporator coils and we will not accept service from anyone but our choice of service company. Please give us a call to discuss. Thank you

No, no, no. Choice Home Warranty has caused me much distress. They have made me do all of the work of finding someone that will take the insurance & then want me to pay the company out of my pocket including my deductible & then reimburse me. Why do I have covered insurance if I have to pay ahead. I am a senior with a limited income & it puts the burden on my shoulders.
It is a very poorly organized company & confusing
Now I am being told that the service is not covered when I was told it was OMG!
claim started 8/31, thought it was approved, it was fixed 9/5 & told not covered 9/6/17.

On 7/30/17 I spoke to Darlene who gave me a claim number for my dishwasher. On 7/31/17 I spoke to Ryan who told me that nothing in the door was covered, that is where the electrical component that control the dishwasher is located. My husband went to Fox Appliance and purchase the part for $33.95 and installed it. On 8/1/17 I spoke to Steven and explained all of this to him and he said as a courtesy he would issue a refund check for 33.95, still have not received it. On 9/5/17 I called Choice Home Warranty on y refrigerator because something is not working concerning the freezer and ice maker and of course that is not covered. CHOICE HOME WARRANTY is a FRAUD THEY TAKE YOUR MONEY AND COVER NOTHING. This theft by taking!

Margaret Adams

This Home Warranty Company though less expensive is truly a ripoff. I submitted an electrical claim for the light above me fireplace which wasn't working properly. The fixture had 2 heads and one wasn't working. The tech came out and assessed the situation then called it in to Choice who told him they didn't cover replacing it. This is the 2nd claim that I have submitted only to have them deny coverage after I have paid them over $1000 for the policy. I listened to a smooth salesman and purchased a 3 year worthless contract. Don't use this company! They search for ways not to fulfill their obligations to their customers.

Choice home warranty sold me a contract with assurance that my contract would either repair or replace my items. When I reported my aircon not working they immediately refused to replace or repair the unit based on a photo which they say showed signs of rust and corrosion. Even though the tech tried to explain the unit was old and going out for a number if reasons not due to rust or corrosion. No where in my written contract are the words "rust or corrosion". I filed a complaint with NJ b business Bureau, choice home warranty will no longer respond. They offered me $250.00 plus a 1 time free service call, value $45.00, my outlay is well over $13, 000.00. I'm trying to file with NJ Consumer afairs however choice home warranty refuses to provide me with their license number. Actually hung up on me twice. This company, in my opinion is running a scam. Their last class action suit they were to change their sales promise and be honest in presenting their sales pitch. They are still selling and are refusing to be honest in dealing with the public. I'm 72 years old and I feel this company has taken advantage of me as well as their refusal to respect my disability in refusing to communicate via written form as I severely hearing disabled.

I only wish I would have read some of these reviews prior to letting someone from Choice Home Warranty talk me into getting one of their warranty plans. I think I was a bigger sucker than most of you who have complained about them. I was talked into paying $1, 050 for a warranty for 39 months of coverage and a $45 service call fee. Boy was I a fool. So, I have my A/C unit service every year. The service company came out on a Monday, July 22, 2017 to service my A/C unit. The technician doing the check up found many issues with my AC and ultimately said that it would need to be replaced. So I thought, no big deal I have Choice Home warranty and I am sure that they will take care of it. Called them and they said I would have to pay my $45 service fee and they would send out a technician. He came on that Wednesday, inspected the unit and agreed with the previous technician that it would be better to replace the whole unit. Again, I am thinking, wow I am so glad I paid all this money upfront and got the warranty because all it's going to cost me is the $45 service fee. Boy was I wrong! I got a call from the warranty company a few days later telling me that they were denying my claim due to "lack of maintenance" on the unit. Ok, how is it lack of maintenance when the problems were discovered during my annual servicing of the A/C unit! They're reasoning was that my maintenance company didn't maintain the unit correctly. I argued with the representative about how stupid that sounded and that it was ridiculous. I then asked to speak to a supervisor. They transferred me to a different department and each time my wait time was 26-51 minutes long! After speaking with a "supervisor" she informed me again that it was due to lack of maintenance that they were denying my claim but they offered $200 to help with the purchase of a new A/C unit...laughable I know. A new unit costs any where between $4, 400-6, 500. what is $200 going to do. The whole reason I got the warranty plan is because I had already had to fork out $6500 for a new furnace this past winter and I didn't want to have to go broke paying for when something else broke. Plus, I am a single parent and a teacher and money doesn't just come flowing out of my pores!. After three more calls to a supervisor and an extremely long wait time each time, they offered $500 and that was the end of it. Needless to say I am disgusted with how insurance/warranty companies continue to take advantage of consumers. I will be canceling my plan ASAP and I will NEVER trust a warranty company again!

Caron Crowe

I have never been spoken to this in my LIFE. First, we bought a house in November 2016. We bought the home warrant in January/February, Early summer (like June) we call in a claim because our AC was not working right. They called their contractor out and examined our unit and he said "It just needs to be cleaned." Choice Home Warranty does not pay for cleanings. That is fine we pay the service fee and price to clean total of around $200. A couple months later (last Tuesday) we call in a claim again for our AC unit not working. We call in the claim on a Tuesday. IT is 85 degrees in our house by the way. Tech doesn't call us by Wednesday. So we call Choice Home Warranty saying "where is your tech?" They have to do a 3 way call with us on the phone and the tech says he will be there Friday He comes Friday says he recommends a leak test. We have no freeons. We pay him upfront $250 for a leak test. He leaves says he can't do the test today because he doesn't have equipment will come back sometime Monday. By the way I had to call him 8 times to get this update. He just left my husband without an update at all. He comes today says it is our compressor. Choice Home Warranty covers compressors. He says our unit they do not make anymore he recommends to replace whole unit. He submits pictures and claim to Choice Home Warranty. We hear nothing from them and so I call at the end of the day and they say "We are denying your claim due to bad wiring due to improper maintenance. You have no taken care of your unit." I tell the claim rep "Your tech came out two months ago to figure out what the issue was. He says it is due to cleaning only. That was his assessment. But magically now I have a hole in my compressor due to 'bad wiring' because of poor maintenance when your tech came out two months ago and said there was nothing wrong with the unit. You have to inspect a unit to find out what the issue is. Don't you think if I hadn't been maintenance the unit he would have said "well your ac unit needs to be cleaned and it is in poor condition. The wiring looks bad-definitely needs to be replaced." She argued. I argued back. I asked to speak to manager. She hung up on me. I called in again they forwarded me to "Customer Service Relations" and then it got heated. I asked quiet calmly to be refunded and cancelled . He ended up arguing with me and screaming at me that I was in the wrong and that I was silly for cancelling because he could give me a whole $100 to help. I said I didn't want anything to do with company just wanted my $50 and to cancel and never hear from this company again. He said "I am trying to help you..." I said "No. I want to cancel." He kept going on and I said "No I want to cancel." Eventually he ended up screaming at me and I said "No. You stop talking to me like that. Now give me my refund and cancel my policy NOW." Worst experience in my life. I have NEVER been spoken to that in my life. I wanted to cry because I felt pushed, prodded, and they just took my money. They never had any intention of ever replacing anything. They just wiggled their way out through lies.

Complete rip off! Do not buy their useless product! I have had them for 5 months, filed my first claim the other day due to my hvac not working. Took three days before someone even came out. He diagnosed the problem, but since he didn't come out till saturday night, he said he would not have a answer till monday at the earliest, he also mentioned that the problem wasn't cheap and the insurance company would most likely not cover them, "they try to get out of paying for everything", the repair person's words. Monday afternoon I get a email from choice home warranty asking me to call them. They informed me that due to section blah blah blah in my policy, they would not be covering the repairs. The estimated cost is $750.00 +. I asked to speak with a manager and the manager put me on hold for awhile, then offered me $150 towards repairs which was just insulting. Horrible, horrible company and customer service. They don't cover you when you need the insurance that you are paying for. Do not buy a home warranty from them. They will screw you. Be warned!

Carmen Bertino
acct #[protected]
service call made 8/15/2017 (service request [protected])
i have not heard back from any service technician by afternoon the following day!
This company places phony testimonials on their website about people who have had wonderful "same day" service/repairs! I left another warranty company because of this same reason! Now i found a site where many people/customers of Choice Home Warranty have made complaints about the terrible service, lack of service, or denials for repair by them! Another scam company! I already changed from one warranty company that did the same thing! Nobody should sign up with any of these corrupt warranty companies!

On 8/15/17 I was given an offer of $260 instead of repairing or replacing my dishwasher after getting a written estimate for the amount of $595. The contract states that "commercial grade" brands, such as a Bosch (the brand of the dishwasher in question), has a limit of $1000. I feel the offer of a $260 buyout is to low, because the unit would be impossible to replace for $260. I am thinking that I will take this to arbitration and share my experience with the facts on several social media outlets if this is not resolved in a fair way that can refute the costs I would actually pay to get the unit repaired or replaced.

If there is Minus Five star in the reviews, I would give Choice Home Warranty Minus Five Star. CHW is a BIG SCAM and they are defrauding the public. My A/C went bad on in middle of June 2017 night. I called CHW on next day morning. The A/C technician showed up day later. The technician showed me leak in the Evaporator Coil and made report and sent the Leak Check report to CHW. The CHW wanted some more pictures of the Leaky Evaporator Coil. The A/C technician came back again and I had to pay $125.00 for the second diagnostic check. The A/C company sent the second Leak Check report with pictures. Three days later when I called, CHW representative told me they received the report with pictures and it will be 24 hours before they will review and make any decision. Finally two days later CHW claim representative called and told me that the A/C evaporator frame is Rusted and the tube joints are corroded and it is not covered under warranty (read the small print). I argued and told the representative that in Common Home Warranty Questions CHW clearly mentioned that the age of a home or its systems and appliances does not matter. CHW covers items that are in good working condition and properly maintained. I said my home A/C was working fine but they don't listen . They were rude.
Finally, I cancelled my contract with the CHW and requested refund for the rest of the contract. I called an independent A/C Technician who found problem with the outdoor main A/C unit too. So I ended up replacing whole A/C system with new one. I paid $3800.00 for the new system
There are some Five star reviews saying... "The A/C went bad in the morning and CHW sent A/C technician in two hours. After A/C system check, the technician sent report and with CHW approval the A/C was fixed by the evening on the same day". I do not believe it because it took 21 days to get answer from CHW and I had several back and forth phone calls with CHW as well as the A/C company. Still I am surprised that how it was possible for other CHW customers to get their A/C fixed within one day. Just imagine how a person can live in Houston without A/C in heat index of 108 deg F in June -July. I do not recommend CHW to anybody. They are fraud and they should be prosecuted.

My AC died Friday, July 28. I talked to insurance They sent me a technician who stated that my compressor died to issue with a discharger. This insurance company declined my claim right a way and say this is due to lack of maintenance which technician himself said this can not be re predicted

All claim I opened with them was declined for some reason, this insurance is a scam and I am going to talk to a lawyer to sue them in Texas. The worst company I ever had

I have CHW and my AC unit stopped working in early July. Contacted CHW, they didnt send a technician on time, therefore with their permission I called Summers Heating and AC (local tech). Tech found that compressor needed replacement for a 17 yr old unit. I had done the maintenance (tune up) one month ago (in June). When I submitted technicians diagnosis (that clearly said internal problem with compressor and it needed to be replaced) along with the quote to replace the unit, the CHW claims agent declined the claim saying I did not maintain the unit without asking for maintenance record or having their tech come and check.

After pushing back and talking to their manager, she finally allowed me to submit maintenance record. They never called me with resolution, I called a day later to find out that did not change their decision - now they started saying it was not proper maintenance. I asked them to define proper maintenance and they said they are not in the business to explain what that is. After much push back they started offering 300, 400 and finally 500 as a courtesy. I didnt want their fake courtesy I wanted them to pay for this covered repair that was quoted as 3200 dollars.

I had another tech get a second opinion and his report clearly sated that the well maintained unit failed during normal operation - compressor needs replacement, recommending full AC unit replacement. Submitted this and now CHW came up with different reason saying it was not normal wear and tear. I asked them to define what normal wear and tear is and what is the warranty really supposed to cover, to no clear answer.

I went to BBB for help but they lied to BBB on their response and BBB closed the case. This company is a fraud - will sell you warranty confirming everything is covered as long as you maintain your unit and will look for any and all reasons to not pay for it. When I asked the question "how can you decide my unit wasnt maintained or it failed outside of normal wear and tear" their answer was simple - if it was maintained it does not break, normal wear and tear does not cause the AC unit to fail. What a lame excuse rather than accepting the responsibility per contract and avoid hassle for customer they simply kept denying the claim.

Details of my complaint is attached

Technician found a/c condenser coil leaking, technician stated that condenser was clean except for oil stain.Che denied the claim stating coils were dirty due to lack of maintenance.I advised them what technician stated and that I clean the coils monthly.Che advised me that they would not cover repairs but would offer me 250 dollars towards price of repairs.I declined and cancelled the warranty.

I contracted with CHW for a plumber to repair a leak behind a bathroom wall and underneath the house at the tub. The plumber came out to inspect and I paid him the service fee. He claimed the tub needed to come out, the wall had to be cut open and would take all day. He also stated he would need to be paid up front per CHW and their fees for the wall and the tub. Long story short, I had to hire another plumber because this one did not fix the plumbing and damaged my tub. CHW said they did not want to get involved and told me I had to take the plumber to small claims court, when they were the ones who contracted this guy out to me. I am very displease and unhappy because I made several calls to them trying to get this matter resolved even sending pictures of the damages and returned checks and they did nothing. I would not advise this company to anyone.

I have been a top producing Real Estate Agent in the Austin area for nearly 23 years. I never fail to be amazed at the lengths a home warranty/residential service contract company will go to to avoid or decline coverage even on the most legitimate claims. In this most recent case, a long term client purchased one of the most deluxe plans possible from Choice Home Warranty, when purchasing a high end, recently built, quality condo in the Zilker Downtown area of Austin. From the Sellers Disclosure, through professional home inspection in addition to professional HVAC Technician of good reputation inspection, The Thumbs Up was given to the HVAC system, all working properly and documented. But, even after that, Beware the fine print that says rust will be a cause for decline of coverage! What HVAC unit in the world will not show some rust on the coil system if it begins to leak or fails!? This whole industry seems to be suspect, But Choice Home Warranty is now on the Top of my Sh.. list and believe me when I tell you, that the 200 Agents at my firm will hear about my clients experience at the Quarterly Meeting this week. Really bad marketing decision Choice!

Hello James,

I'm gonna take a moment to introduce myself before I describe my initial experience with your company after having switched over from American home Shield. I'm not real big into to tooting my own horn or sing my own praises, it's not humble. I do want you to ostensibly understand what kind of consumer I am and also understand that I typically have a 10 to 1 ratio of positive emails and letters of commendation to companies that have take care of my family and I, as opposed to what you will read below. I am a public servant, a former school principal, who left my position in leadership to be of more direct service to those in need. I'm a special-education case manager and I teach secondary language arts, so I in particular appreciate the importance of values in action. I received the gifted and talented rising star teacher of the year award some years back because my students, parents, and leadership saw a common vision for doing what is right for others. That is precisely what I am missing in my initial experience with your company sir. The values are lacking in how your employees deal with customers, and whatever vision you seem to purport, does not trickle down to the initial customers experience.

After many years of working with American home Shield, wherein they had done right by my family until we had a problem with our guest toilet system, I got a phone call from one of your sales reps after I put in an inquiry online.

The sales rep and I, and I am unsure if it was perhaps a subcontractor that works for you, but he was extremely knowledgeable, thorough, and kind in answering my extensive questions. My questions centered around our air-conditioning system problems and heating problems because we live in a home that has older units, but they have been serviced exquisitely by American home Shield and Vanguard, the two warranty companies that I've worked with since taking ownership of this house four years ago. As such, they have been maintained excellently, and I have service records going back to show that we have done our due diligence and there were no pre-existing conditions before I made the mistake of calling in a claim with my new home warranty company, your company, which absolutely falsely represented what was and was not covered when I initially spoke about switching companies to your sales rep.

In a nutshell, our air conditioning unit stopped cooling at the beginning of this week. I had just cleaned out the drain pipe with a quart of bleach, and replaced the filter, as I do on a monthly basis to stay ahead of any problems.
Last year, something similar had occurred when I was with American home Shield, and they had somebody out the next day. It turns out that our coil in the upstairs unit had become corroded and that frozen over. I'm shield chemically dipped it, refilled it with refrigerant, and got us back up and running! When I spoke with your sales rep, I specifically referenced the type of contract that I had with American home Shield in the coverage on my air conditioning and heating units. I was concerned that due to the difference in price, the covered services would not be comparable, so I specifically requested that he specify what was not covered because I needed to be sure that the coverages were comparable.

I asked the same questions several different ways and each time he responded in the affirmative. He assured me that anything home Shield covered under my last contract, would be covered under this new contract. I specifically asked questions about the ac coil and whether or not there were any hidden costs, fees, or there any exclusions under this potential contract with your company that would prevent any work from being done on the air conditioning unit in regard to the AC coil since I knew we had had issues with that the previous year. I was assured that it would be covered as long as there are no pre-existing conditions and we have kept up with our maintenance.

He said that I would need to read my contract and direct any more specific questions to the representative within Choice Home Warranty, as he was a vendor working with the company, so I did exactly that with someone internally with Choice Home Warranty. Does this mean that because he said take the 30 days to carefully read my contract, that he is allowed to flat out bold face lie and this represent what was stated in those first few phone calls when I was considering switching? He also stated there were no exclusions in this regard and not to worry. He emphasized that there was a 30 day trial period where I could not call in any claim and to please read my contract carefully during that time. I made the mistake of taking both of their assurances at face value.

A few days ago, M and M Comfort control air conditioning and heating came to my home. They were quick to take my $60 and slow to be thorough. He didn't even check the outside unit, simply went straight to the upstairs unit, called the air conditioning coil, had a brief conversation with me making it sound like there wouldn't be any issues with getting us up and running in the next two days, and was it out of my house in under half an hour. I watched him as he showed me that there was some condensation, but mainly a lot of rust/ corrosion my coil and said it needed to be replaced. I offered to take out my records from American home Shield to show them all the work that is been done and explained that the coil had just been asked to dip last summer for the same thing, expecting that he could either ask dip it or replace it. He specifically stated as I questioned the coils function and purpose that every air-conditioning units in the world of this nature has rust and condensation outside the coils based on their function. He did so because I was surprised to see any level of rust after they been chemically depth and put back in GOOD WORKing order last summer by American home Shield. Two things came to mind at this juncture. I knew this was expensive part because American home Shield had said that if I had another issue with it, they would probably just decide to replace instead of repair, so I had faith that my conversations with your two representatives had an accurate.

I was absolutely wrong! Much to my family's pain and suffering, as we have four children, the youngest, my son Aiden is seven years old and has severe allergy problems. The temperatures not household 90° as we waited in good faith for the part to come in. The day before yesterday, I received a phone call from one of your representatives regarding the repair. I called you back immediately and I immediately saw what people are referencing when they complain about your company online. Your representative explained to me that this was excluded in my contract, would not listen or be respectful when I asked her to pull up call logs or get a supervisor on the phone Who could investigate the situation because what she was saying was directly contradictory to the discussions I've had prior to signing up for service with your company. She wasn't just curt, she was rude. Her attitude towards my four children being stuck in 90° weather after I had assurances that this type of thing would be covered fell upon deaf, uncaring ears and she was quick to dismiss anything I had to say, not even letting me finish my sentences, I believe she was attempting to escalate this dispute as she began yelling at me, and when I asked to be transferred and threatened to cancel because of how I was summarily being dismissed after those assurances of been offered, she put me on a 45 minute hold, and then I was disconnected after waiting. I called back and was put on hold again and disconnected again. The simple fact of the matter is that I did my due diligence verbally, representatives from your company summarily lied to me, and now my family is suffering in 90° weather with a repair that at the very least should be made if your company was unwilling to replace the coil because it is a costly part. You can rest a sure that this is not the last time that I'm going to follow up on the promises that were made to my family and I. Simply kicking back in saying read your contract does not excuse your company from the verbal assurances I was given, and if anybody actually cared enough to do what is right by the customers you work so hard to attain, then somebody will be looking at those call records to help protect the customer in this case. I have done no wrong. I have paid my monthly fees and my out-of-pocket deductible's, and I receive nothing but heartache and discomfort, as we are now taking my son to the doctor because his allergies and asthma or acting up due to the human environment were being forced to live in as a result of your companies misrepresentation, negligence, and lack of basic professionalism in fielding a request for something very basic. Commonsense dictates that if every air conditioning evaporator coil has some rust and condensation on the outside, that when I asked about that part being excluded, I should've heard a yes and been told that that is specifically excluded because I would've never made the error of judgment in believing what your two representatives very clearly stated multiple times when y'all were attempting to earn my family's business as a new customer. I may not always do the right thing, but you can be damn sure that want to comes to the people on the trusted to serve as an educator, I would've never perpetrated the untruths that your representatives did, much less what I have been so unyielding and rude when a customer told me that something had been misrepresented or falsely stated when attempting to signed me up. I think it goes beyond unconscionable that this seems to be the excepted practice within Choice Home Warranty. I challenge you to look up my call records and you will quickly see that I am not incorrect in restating what I was told when I signed up for your service. These are the kinds of negative interactions that leave people with a bad taste in their mouth, and makes them less willing to believe in the basic honesty and goodness of others. Fraud purposes and intense, what's your company provides has been misrepresented, falsely portrayed, and is now not even up for discussion regarding my family's case. I was denied the right to speak to a supervisor, I am transferred and then disconnected every time I call to follow up, but I am not going away quietly. I would expect as a business owner who takes pride in his mission and vision, that perhaps you might be the person in a position of authority to actually do something about this injustice. Please feel free to contact me directly on my cell phone at 210–849–2866 as I am a reasonable, rational, levelheaded man who is willing to entertain some sort of meat in the middle solution. Well I will not except, and will not silently fade away from is the misrepresentation and [censor] and that your company has caused my family. Looking forward to hearing something other than a canned response from your PR department since you prompted people to contact you regarding issues with your company online.

Respectfully,
Michael David Tamaren, M. ED.
[protected]

Sent from Yahoo Mail for iPhone

7/15/17 I was contacted by Choice after an online quote request. At first Sales Rep was very nice and after continuing on would not accept "No" as an answer as I would need to speak with my wife before moving forward. I would try to say something and Rep would talk over me. If this is a precursor to their customer service I will not use them as a home warranty company. I see very good comments and very bad just the same when researching them but seems to be a 50% good to 50% bad.