Choice Home Warranty
reviews and complaints

Our house is on 12805 leahy drive
Rockville, md 20851

We just canceled it today. We have been paying regularly but every time that we call to make a claim it is "not covered. " we had coverage for roof leakage and it was not covered. We had coverage for the hot water heater, which was not functioning. We had a technician come twice and then was told that because it had "some rust" it is not covered. We did eventually get it repaired by sears. It was not a major repair and the hot water heater functions fine now.

We truly have paid for "nothing. " only a full refund of fees paid for the plan would be the best resolution.

Mark c. Morgan and kaaren agnez morgan

I am making a compliant on the company called { Home Choice Warranty }I made a claim last weak on my appliance {refrig/ice maker} when I called I clearly said its not making ice and the frig part not working on top side and is freezing the vegetables in the bottom. when the person came to fix or look at the frig, he did say the fan was not working on the side of the freezer side and said the ice maker needs to be fix and a fan to help the frig, I then told he yes that is why I called about it not making ice and not getting cold on the frig side again. when the man tried putting an old part in my frig my husband notice it was not a new part and the frig did not work. so they said that they have to get the new part and it would takeabout45 min, so when they came back they got it working and said I should not have any more prob. I took his word. I am a sick person and have to do therapy with ice. I been with your company almost a year, and told my appliance/ refrig would be covered. I spoke to 3 different persons and was not happy, the last person accused me of trying to put a sympathy act, and that's not respectful and rude and disrespected and un called for, He was not professional, and said that I have to show proof on fixing my own ice maker and then he would put the ice maker on the record for free but your company would not fix my ice maker and will put it in your papers that your company would never ever fix my ice maker and but be for he hung up on me, he said that I should stop putting on a sympathy act again to try and fix this problem and I was up set that he would say that and asked him to listen to my response to what he said, and he could not and hung up on me. I was so up set that my whole body was shaking and my daughter tried to calm me down. I think it so sad that your personal would get me agitated and I did warm them that I was sick and bed bond a lot in my home. all I wanted is my frig to be fixed right and not taken advantage of as a customer and not get Anxiety more sick over this. All I want is them to fix my frig/icemaker. p/s I did record the conversation and asked them also to listen to the day I made my claim.

Water line leaking. Section 8 of warranty specifically states it's a covered item. When placing claim was told it's not a covered item. Reason: "water is leaking out of pipe". Service representative Mary suggested we have plumber technician come diagnose problem and have them call claims Dept to see if it's a covered item. When I ask what would make this claim a covered item. She commented that would be up to the claims Dept representative. Choice Home Warranty has no plans on paying for this covered claim. Bad company practices.

I have had repeated problems with claims. Too many to list. I have had issues every time I have to call this company. They are not interested in helping customers or standing by their claim to provide the best service possible. Do not choose this company for your home warranty coverage! Save yourself the money and time! Will not renew my membership

During the month of November, I had two different contractors come out to fix my ice maker through Choice Home Warranty. My issue is with Choice Home Warranty not the contractors. CHW denied my repair claiming it was due to normal wear and tear and therefore not covered. Confused, I asked him if the part just wore out would it be covered and they told me yes. Confused even more, I asked why, over years of normal wear and tear, when my ice maker compressor no longer cooled enough to make ice that it would not be covered. CHW told me that Freon loss is not covered. Here are excerpts from their advertising that clearly states that they replace if they cannot fix.

How Home Warranties Work
Home systems and appliances can break down when you least expect it ­­ and often, when your budget isn't ready for it. A home warranty offers peace of mind. With a home warranty, you can know that even when the unexpected happens, you'll be taken care of by trusted home repair professionals.
With a home warranty, your home's most important appliances and systems will be covered, provided they are maintained and in good working order at the start of your contract.* You'll pay your contract fee annually and enjoy repair and replacement service for essential home systems and appliances for this low annual fee plus an affordable service call fee for each repair or replacement.***

How Home Warranties Help Homeowners
Your systems and appliances may be in good working order today, but sooner or later, everything wears out. Even with perfect maintenance, nothing lasts forever.
When your system or appliance breaks down, you could spend hundreds or thousands to repair or replace it, potentially causing a serious financial setback. Or, you can have it covered by your home warranty for just the cost of a service call.*
With these predictable costs, a home warranty service contract allows you to control the cost of home repairs. Rather than spending money on surprise repairs or replacements of systems and appliances, you can rest easy knowing that it's all taken care of with your annual service contract fee and low cost service call fee.*
Homeowners also benefit from the peace of mind offered by a home warranty. You can feel confident about your home's systems and appliances, as you won't need to worry about them if they happen to break down or need replacement.***

Repair or Replacement Under Home Warranty Service
Choice Home Warranty's service contracts provide complete solutions for homeowners. That means whether your appliance or system requires repair or replacement, it will be taken care of.* Choice Home Warranty's local technicians are experts at diagnosing problems with systems and appliances. If they determine your equipment requires replacement, your new appliance or system will be covered for the same low service call fee as you would with a repair service.*** If a replacement unit is not available, Choice Home Warranty customers are still covered. You'll be offered a cash payment for the amount of Choice Home Warranty's replacement cost, which will allow you to simply purchase your own new system or appliance.

The customer service representative that spoke with me was rude and would not explain to me why they would not cover my repair. I am very frustrated and mad at this entire process. They seem to advertise one thing and then find every way possible to not cover your claim.

Gregory Castronover
[protected]

We purchased a home warranty plan with Choice Home Warranty. When we signed up they were very friendly on the phone. They stated they would send us an email copy and mailed copy describing in detail the policy conditions that would be to use within 10 business days. 7 weeks later after 4 requests we finally received the policy information. We live in Colorado and it was November so the nights are getting down to low teens and we already have snow. We turned on our heating unit and it did not work so we did what the policy said and reported the claim to Choice Home Warranty. They stated that we would have to pay our $45 service fee (which was no big deal, we already new that) and we would have the contact information for the serviceman in 24 hours. 24 hours had passed with no emails, so we called Choice. They told use that no one was available and that we were exaggerating on how cold it was in Colorado. Finally we were able to speak to manager and were dispatched a serviceman about 72 hours after the original claim was made. The serviceman came out right away and we paid him the fee. He gave us a report on what was wrong with our heating unit and stated he would information Choice and get to work on as soon as Choice gave the approval. The next day we got a phone call from Choice saying they are denying our claim and cancelling our policy and not giving us a full refund (They kept over 30% of the fee when we had the service for less than 2 months and it was a 13 months long policy). Choice stated that our heating system was rusted out, which was not what the serviceman said. We called the serviceman and he stated that was not what he said, had a copy of the report he reported to Choice and had multiple pictures of the claim. Between the serviceman and ourselves it is almost December and we still do not have heat for our house with young children, Choice has not refunded us the money and they are still cancelling our policy. Horrible customer service. We were so horrified by this experience that we reported them to the Better Business Bureau to fine out that they are rated at C- and that have received hundreds of reports very similar to ours.

I spoke too Patty, Brie, Yawn, and now Centrell! to know avail! Everybody keeps passing the buck! The young incompetent contractor, you sent out who was wet behind the ears! Stated, " that he never seen a heater like mines, and that it was too old! It was older than him!" He just press down on the gas valve, and stated see, " It won't stay lit! every time I remove my hand the piolet goes out! It's definitely the gas valve!" He also said, " he can refinance me a heater without any credit check, because Choice is not going too pay for me a new heater!" I was very temped! So I paid him the service fee, he request! and he left! He said, "Choice have too make the next move!" I never heard anything from Choice! In the meanwhile, my tenant is threating too move, because she and the grandbabies are cold! Someone referred me too a competent heater technician! and he trouble shoot the heater, and said, "It was not the gas valve! We call the Authorization line, and spoke too some one, and he told the technician, that he would call him on his line!, but never contacted him! I told him too continue fixing my heater, because it's freezing, and that I'll pay! So he did! I sent you out his invoice for the products he used! He literally, dissect the heater, and explain step by step why the heater was not working! First of all the cuppling was too small, and the fire was not connecting! Then the Fan center was bad, and it was burned out! Therefore he change everything, even had too replace some wiring that he said he wasn't charging me for, because it's not usually cover! That man was a life safer! I'm a senior citizen on a fixed income, and trusted you guys! You convince me too leave AHS plan, whom I never had a problem with after 10 years!, because I thought your price was right! I guess you get what you pay for! Cheaper don't always mean better! If I had known you only been in business for only 8 years, I would have never left! I should have known you would rob peter too pay Paul! You have the invoice, and the contractor, stating parts, and labor, 250.00, what more do you need! You even call the contractor, and spoke too them!, then said, " you just need to know how much the transformer was! I spoke too the contractor, and he said, you all was pulling my leg! That the Fan center is the transformer!, and that you were trying too make an excuse not too pay the funds! That you all keep passing the buck! Why don't you all just pay me all my money back! for this bogus company! I'm very displease how you handle things thus far! AHS, said, I was a valuable client, and they'll renew my contract immediately! They trusted me!, and I trusted them! I just got swindle by one of your sweet talking sales representatives, and change over! I regret most heartedly!

Choice Home Warranty (CHW) has a long history of denying large claims using shady and unethical means. Despite losing a lawsuit in New Jersey, Choice Home Warranty continues to use deceptive practices in other states.

My air handler failed after CHW refused to fix a leak. When the system failed, losing half of its charge, it sucked debris into the air handler. CHW claimed that the debris sucked into the system when it failed caused the system to fail. Furthermore, CHW took four months, and required that I pay for multiple tests out of pocket, before denying the claim.

Do not purchase a home warranty through Choice Home Warranty systems. You are better off keeping your money and using it to pay for repairs on your own.

I contacted CHW customer service for a toilet repair on Friday. I reported the toilet at one of our rental properties was broken and verified with CSR that the toilet tank was covered. After 3 phone calls and 2 emails (directed on claims reporting line to put "emergency" in the email title) I was told by the claims CSR to go ahead and call someone for service and they would reimburse me. (The company CHW dispatched did not respond until Tuesday after 10:00am). A Claims Reimbursement Form was sent to me. I got a call that my claim was denied because "although they do cover toilet tanks, THEY DO NOT COVER PORCELAIN" Utter nonsense; and they couldn't tell me any other material used for toilets. I filed a Dispute - since my policy states "toilet tanks" are covered. Twice I was told my check was being sent - 6 weeks later - still no check! And they have the audacity to ask me to renew. We canceled all three policies. All premiums were paid - yet not a single claim covered. They got free money! Beware - CHW is not BBB accredited,

Definately a company NOT worthy of my choice. BIGGEST mistake we made. 99% of claims are "secondary". Especially if it's due to rust. Not sure how company expects a 10 yr old home to not have 'rust' as a part of wear and tear' that they do supposedly cover. All major claims denied. Go figure.
AC Unit leaked freon. We have gone through this before but they claim that we haven't. Due to the fact that this has occurred before, about 4 months ago I had their previous contractor come out and do the tuneup. He ended up putting freon because it was low. I paid out of pocket bc they didn't cover. Now again, we have to put freon 7 lbs. I explained that there's got to be a leak. They conveniently dont cover the leak test. I paid to get it done and there were leaks which again conveniently not covered because leak was due to 'rust'. How on earth do you expect rust NOT to be a part of wear n tear which should be covered?

Before you choose to purchase this home warranty program please read the following:

I am a combat veteran who just returned from my fourth deployment overseas, during this deployment, my HVAC system ceased operating while I was away. I originally purchased Choice Home Warranty’s program back in December 2014 under a three and a half year contract that all those appliances installed at my home at the time the contract was initiated were covered under the warranty regardless of age. Under this contract Choice Home Warranty was obligated to repair or replace any appliance at fault including those which cease to function due to common wear and tear over time. My HVAC system is from 1996 and was fully functional at the time of the contract. Choice Home Warranty’s first breach in contract with me happened when my HVAC system ceased functioning in the summer of 2015, at which point I called and a repair man was dispatched immediately. After talking to the repair man he explained to me that my evaporator coil had a leak and that the ONLY REPAIR CHOICE HOME WARRANTY AUTHORIZED HIM TO CONDUCT was to simply refill the system with more Freon. The evaporator coil was never repaired and this turned out to be a temporary solution to simply buy time which is also illegal as it violates the Montreal Protection Act as the Freon is just continuing to leak into the atmosphere. So less than a year later the system again ran out of Freon as the evaporating coil continued to deteriorate due to its age, after a repair man was dispatched, he told me the same story that Choice Home Warranty refused to authorize any repairs under a fabrication that the system had rust and the contract does not authorize repairs for appliances that accumulate rust. Rust was never the issue with this system, it was a complete lie that the company generated as a scape goat to prevent them from having to replace my old HVAC system. Thankfully the repair man added some more Freon to buy me a couple of more weeks to cool the house down a little. This company is a complete scam, they will barter you for your money and then find every excuse and lie to not deliver on their contract obligations when time for a claim arises. I have already filed a complaint with the Attorney General of the State of Georgia and I encourage others who have experienced such malpractices from this company to do the same so we can build the case for a class action suit with a law firm that I am already consulting with on this issue.

Do not fall for this scam. I signed up for choice home warranty in august, ironically at the recommendation of a friend. On october 3rd, I called the company when my dishwasher stopped working - - no lights, no power, nothing. They initially scheduled me with a company who was to come out to "take a look" between 3-6 on friday afternoon. They called me at 2, asking to come early. I was still at work and could not accommodate them, but I assured them that I would be home during our scheduled time, and I was. At 4:15, I received a voicemail from a woman stating that the repair person was at my house, but no one was home, so we'd have to reschedule. Less than one minute later, I called back to tell her I was home, as evidenced by the cars in the driveway and the open garage door. The phone was busy. Busy. Busy. Then I called choice, who gave me the same busy number and told me to try again. I requested that I be assigned to another, more reliable repair company. This time, the person was to be at my house today at 4:30. He showed up at 5:45 and almost immediately asked how long i've been with choice, then said that choice almost always denies claims if you've been with the company less than three months. He proceeded to fix my dishwasher, run it, collect his check, and then he informed me that he had to disconnect it until he received approval from choice. If they approve it, he'll be back next week to fix it again. Minutes after this guy walked out with my check, I got an email from choice saying to call regarding my claim. Guess what? It was denied. Reason? Preexisting condition. After a heated discussion, I then asked to be transferred to whomever is able to process my cancellation request. I was put on hold, then the call mysteriously disconnected. When I called back, I was told that that department closed three minutes ago. Seriously, I can't believe I was stupid enough to fall for this. I am now out hundreds of dollars, my dishwasher is still broken, and something tells me that this company is not going to stand behind its services and refund my money. Plus, I just paid some guy to fix and then disconnect my dishwasher. I want to be reimbursed for the full cost of the home warranty, for my time that they wasted between the two repair debacles, and for the money that I paid the repair person to fix and then disconnect my dishwasher!

Share review edit review

Do not do business with choice home warranty they deny alot of claims and do not pay there contractors that do make the repairs. I was doing work for them until I realized wasnt getting paid I was only paid 240.00 for 10 months I worked for them. And also what I saw was they were denying claims. On a a/c repair if contractor says to choice there filter is dirty they wont cover anything for that repair. And if an expensive repair comes up. For example if customer needs a new indoor coil, they have what you call non covered items. They only pay contractor couple hours labor. And homeowner pays all these non covered fees like disposal of old coil, attaching plenum back to coil, new drain pan, float switch, etc. So by the time you add it up it would be around same price if homeowner wouldnt had warranty verus what I charge to replace coil for someone doesnt have a home warranty. Its crazy what I saw going on its a very dishonest business. And they have contractors charge all these noncovered items so we look like the bad guy, but we have no choice they pay us just alittle bit and wont pay for the all the materials that go along with changing coil. I cant believe there still in business. They have all these ways around not covering items. Trust me dont get there home warranty plans.

Choice home warranty is the only company that covers everything. However when you put in a claim that does not need a small part but needs a replacement... It's not covered.
When purchasing the policy, everyting is covered the sales person tells you if they can't fix it "they will replace it" for the co payment
Ha ha. So to sum things up, it's all covered till it needs replacement.
In fact the sub contractors told me they deny most claims and it's cheaper not to have a policy.
I called to cancel my policy going forward for future years. I was told that I can't because they would have to deduct for all previous calls. Each year should be separate for all future years

If you are purchasing this for A/C service, "Forget About It". They consider Freon as a secondary damage, (the most expensive part about a repair. Even thought their contractor performed a service 9-15 they said the system had not been service. With temps in the 100 plus range A/C is a must. I had six contracts and they pulled this on three failures!

This company has to be the worst Home Warranty company ever. We have had them about a year and they have not covered any issues we were experiencing. It takes weeks fro them to assign a technician for your issue. Our refrigerator went out and for a number of issues but because one of the issues was a leak they are not going to cover anything. Home owner beware! Having this company does not give you peace of mind.

After waiting 10 days (in 90+ degree weather) for them to find a technician we ended up buying a new unit. We switch to them from Home Warranty because they told us they provide service in two days. If they're going to sell you a warranty please stand by it. We definitely did not save any money on this service call!

I would never do business with Choice Home Warranty again. There are many positive reviews of this service, but not when it comes to Air conditioning parts replacement. Choice charges an additional fee for this service, which I paid. When my air conditioner went out in 2015 I called and was told they don’t cover ordinary maintenance. OK, that sounded logical so I paid $100s out of pocket, plus the service fee to fix the problems. This year I had the same air conditioner trouble, a technician was sent out, told me I needed replacement parts and took pictures to submit to Choice. My claim was denied for “lack of maintenance”. Their own contractor supposedly performed the maintenance one year ago and they claimed to have a record of the claim, but not “what maintenance” was performed. Dealing with customer service at an “elevated” level was extremely confrontational, with customer service asking for complete annual air conditioning maintenance records from the time the units were installed! The bottom line? Choice is OK to pay for the small stuff, but when it comes to anything major, WATCH OUT! I had to pay close to $4000 to resolve my issues. They offered me $500 after I told them I was going to post negative reviews. $500 was not going to but my silence or outrage, but their offer indicates to me they know they have a problem with air conditioning claims and don’t want negative press.

If you are considering this company for a home warranty, please think twice, three times, etc. Less than a year ago, I purchased a seven-year warranty. A portion of it ($1, 000) was paid by the previous homeowner as agreed upon in the sales contract and the balance was paid by me in four installments on my credit card. Choice Home Warranty hired three different companies to fix a recurring problem with my ice maker in my refrigerator and each time I had to pay my copayment. After six months and countless visits by Choice Home Warranty contractors, it was finally fixed. I was extremely discouraged even from the very beginning and within the first month, threatened to cancel but was talked out of it with the promise of repairing the problem. Over the course of the next several months, this happened several times (over the phone and in writing). In May, I disputed one of the four credit card transactions in attempt to get Choice Home Warranty to act but instead they cancelled my service. The problem now is they owe me the balance from the $1, 000 paid by the title company and I've been waiting and attempting to get my refund for three months but to no avail. I've contacted the BBB of New Jersey who attempted to help but didn't get anywhere either. They indicated I should contact New Jersey Division of Consumer Affairs and I've filed a complaint. I am a single mom and feel I am too little to fight a big company like Choice Home Warranty and they know this. They are taking advantage. I write this attempting to warn others. Thank you.

I signed up on July 14th and they took a monthly payment that day then again took another payment on August 1st. Then my A/C stops working on August 19th and I was told that they would not cover the Freon because it was a pre-existing condition. I have not had any problems with my A/C in the 9 years I've owned my home. We have had numerous days of 100 degree or higher weather and no problem cooling my house to 68 degrees until last Thursday. Then I'm told that my unit was 8lbs low of Freon. I have had American Home Shield for 9 years and I switched because this company was recommended to me and I was not happy with AHS contractors response time. I'm sorry but this makes no sense to me other than I got SCREWED by CHOICE HOME WARRANTY on my claim & have paid 2 months premium and only been covered for 22 days as of today. I really hope no one else has to go through this with this company. I'm sorry I ever switched companies. I am not reading reviews on YELP about this company ant the same thing is happening to way too many people.