Choice Home Warranty
reviews and complaints

Greetings, As of one minute ago, I/We had been customers/clients of Choice Home Warranty!. Over the past two to three days, all that I have been dealt by two customer service representatives I had spoken with, as well as one supervisor; And then, when I called the Cancellation Department of this very company, the person whom I had the utmost DIS-Pleasure with having to speak with, simply did *Not* desire to listen to what my concerns actual are/were; Whereas the cancellation department representative just wants to do *ALL* the speaking, and Zero listening; And when this person did listen to me, she simply could not fully appreciate what it had been that had caused me/us to cancel our home warranty policy with Choice Home Warranty; Whereas the rep from the cancellation department, simply forged ahead on her mission of protecting the previous Choice Home Warranty customer service personnel, which I had endured the Fully UN-Satisfactory Customer service from to begin with; And then the very same Ineptitude from the cancellation department representative which did not care enough to Genuinely Listen, and to Genuinely Hear what it is/had been, that was my concern to begin with!. All of the aforementioned "Did In Fact" take place, while my wife had been listening to the more than one conversations which had taken place, with my wife listening in on the conversation(s) on another phone in our home!.

Additionally, I had/have *Fully Recorded* ALL of the telephone conversations which had taken place, between myself, and that of the aforementioned representatives of Choice Home Warranty!. From this point forward, *ALL* of the recorded conversation(s) shall be forwarded to our Attorney(s), and our Attorney's Associates, in order that, the CEO of Choice Home Warranty be brought fully aware of just how rudely inept more than one of his/her employees actually are!.

Choice Home Warranty's customer *NON-Customer Service Oriented Personnel*; Are by far the worst of the worst types of people, one could ever have the MISS-Fortune of ever having to speak with!.

Sincerely,

American Born Patriot Citizen, Tax Paying Voter
Whiskey Sierra Lima
DEPARTMENT of the NAVY
United States Marine Corps-Retired
Once A Marine, Always A Marine
"SEMPER FIDELIS AMERICA, SEMPER FIDELIS INDEED

Worst service ever. A technician was dispatched on 4/26 to check why my system wasn't cooling/freezing. His diagnosis was the compressor and he would order it asap. After a week, I hadn't heard from him so I texted and called with no response. Three weeks later, I file another claim, same issue, with Choice Home Warranty. The technician this time didn't take the unit out of the built in cabinet just checked the temperature. He said the bottom freezer had a loose spot on the gasket which was causing the unit not to freeze. This shouldn't affect the top refrigerator cooling. The technicians who work for the company are awful and I wouldn't recommend them to anyone. If you are considering this company then don't. You will be disappointed when then deny your claim and your appliance is still broken.

Just tried to submit a claim to have my water heater replaced. Come to find out they don't cover the 'tank'.

Each time I have tried to submit a claim with this company, it is denied. If I weren't so upset, some of the excuses for exclusion would be laughable.

Basically it boils down to the fact that this company doesn't cover anything that a reasonable person would expect should be covered and if it is covered, they will find some way to 'exclude' your claim.

I purchased a five year contract with Choice Home Warranty and am less than a year into it. I would like my contract to be cancelled and to receive a pro-rated refund. I know, dream on. Instead I will make it my mission to write as many negative reviews as possible.

When I purchased Choice Home Warranty it was after I had quizzed the salesman extensively. As a former real estate broker I had purchased home warranties for my buyers as a gift for doing business with me. Yes, it was expensive but in the long run it saved me lots of money and bad feelings from clients.

However, I have been informed by todays real estate brokers that the product I purchased has been down graded to what is now almost a scam.
I was wary. After being told the product was reliable, the contract was black an white as to coverages - although you never see the contract until AFTER you agree to purchase - I finally took the word of the salesman and paid for the product - a three year contract.

After approximately 45 days I called to report a claim on my refrigerator. It was making strange knocking noises that it had never made before and the ice was only 1/2 of an ice cube. A service man came out, determined the problem and said he would call me back after speaking with Choice. He called the next day with instructions for me to call Choice. They were not going to cover the problem. Stating there was no way this problem could occur within the time frame of the warranty. They told the serviceman not to order the part and not to make the repair. When I called again and spoke with a different person they negotiated with me to pay 1/2 half of the bill and estimated the amount.

Having no idea of the cost of the repair or the part I was hesitant to agree to any dollar amount. I spoke with the service man who then stated he was no longer working with Choice as he had discovered it was not the same company he ha previously worked with and he did not like the way they were treating customers.

Almost 7 months later my refrigerator is still making 1/2 ice cubes. I am going to give Choice one more try and if I get the same run around or no run around at all I guess it is to small claims court I go.

I would like to know if anyone has had a successful repair with Choice Home Warranty.

Choice Home Warranty Legal Department and District Attorney:

My overall position is that:

1. Choice advertising leads any reasonable person to believe that a very old Air-conditioner will be covered, when in fact their very real hidden policy is never to cover ANY old A/C evaporator coil, which is a key and expensive A/C component. Choice upper management agrees that all, even young, evaporator coils exhibit corrosion, and yet stands by its unreasonable denial of coverage based on ANY corrosion.

2. Choice operates in a fraudulent manner, falsifying causation reports of A/C technicians as “rust and corrosion” when in fact the technician reports the CAUSE as “normal wear and tear.” My technician reported the cause as normal wear and tear to the Choice representative. The Choice representative falsified the conversation as the technician reporting the CAUSE to be “rust and corrosion.” The technician reported this interaction with Choice to me twice.

3. Choice intentionally seeks to make it difficult for consumers to seek resolution for their disputes. The pattern of obfuscation, miss-directions, misstatements, nonsense email responses, unreasonably long hold times, multiple hand-offs to multiple representatives, and stone-walling, are evidence of this fact.

4. Even if the corrosion exclusion being applied to my case wasn’t unreasonable, Choice is required to show per their policy that my leak is DUE TO corrosion. The CAUSE must be corrosion. Choice has not done that, yet denies my claim anyway.

5. Choice also buries a limit of $1500 per system/unit repair/replace in their exclusions (I just discovered.) This was never disclosed to me by the sales person, instead when I asked if the A/C coverage was good, they gave me wholehearted assurance. Their own website loudly proclaims a typical cost of A/C repairs as being ~$3600 to ~$7200 -- so you better get Choice! Clearly they cannot replace a complete home A/C inside / outside unit for that cost, leaving the consumer to foot the remaining bill! When I asked the supervisor about this, she got very defensive (is this in court at this point?) and claimed that they indeed CAN replace a complete A/C unit for $1500 due to their buying power. I dispute this. American Home Shield replaced one of my A/C units. The cost was more than $3000 to them per the technicians, which is still very cheap! This is more than likely yet another fraudulent practice and could easily be shown as such by obtaining Choice’s own records to see how much consumers have to pay in the case of complete A/C unit replacements.

SUMMARY
This is all adds up to a particularly egregious conspiracy to commit consumer fraud. First, Choice claims vociferously to cover ALL OLD A/C. Choice knows that old A/C evaporators have some amount of corrosion and are expensive to replace. So Choice makes a policy designed to deny those claims based on “Corrosion” being the CAUSE. But the wording has to be that the CAUSE of the problem (a leak in my case) is rust/corrosion, not just that rust/corrosion are found. Well, showing that corrosion is the CAUSE is going to be very expensive indeed for an evaporator, so they decide just to ignore trying to find a CAUSE and rely on finding a symptom instead. Fraud. Now, since technicians know that ALL old evaporators have corrosion, they commonly report the CAUSE of a leak as “normal wear and tear.” PROBLEM for Choice! So at that point Choice again has to act to keep their scheme going, so they incent Choice authorization staff to ALWAYS make the assumption of rust and corrosion as being the CAUSE, and falsify it if it’s not reported that way by the technician, which was falsified in my case! If all this wasn’t enough, I just discovered that they bury a $1500 limit in their exclusions, which would not even replace a lot of refrigerators, let alone a complete home Air Conditioning system! FRAUD, FRAUD, and more FRAUD!

Meanwhile choice turns up the dials on their marketing machine even further and rakes in the cash for their owners from unsuspecting people like me until the whole corrupt enterprise collapses and the owners flee the country. I pity the business managers, lawyers, and line employees who are going to have to through the court proceedings and possibly go to jail for their part in this scheme. Maybe a whistleblower would get leniency. I’d like to see the multiple homes, cars, and jets the business owners must be enjoying right now given the huge scale of their fraudulent enterprise.

On Saturday, 20 May, my A/C kept kicking off the circuit breaker in my home. I contacted CHW to file a claim. According to them, they send out a request and who ever responds first is who you get. A company replied within 20 minutes, I was like "awesome" until I called "said" company and they were closed until Monday @0900. Why respond? Contacted the servicing company and was told a technician couldn't come out until Tuesday, between 8 - 12. Took off from work and waited. Finally the tech shows up at 1:15pm. He went out to the A/C unit. Initially he said, it looks like your coolant, I guarantee they won't cover it. He stated they hadn't covered the last two houses he visited. He said, as often as he gets called out for A/C units they have only covered one. I have held up my end of the contract agreement so they should hold up there's. I read the fine print and no where does it say it won't cover an A/C compressor. It excludes the compressor casing. I spoke with one of their reps Latisha and she stated ALL my parts and components were covered, because I have the Full package not the Basic one. So either they are ALL lying or this company is a Big Scam. My claim #[protected]. I spoke to a senior rep Mercedes who stated it wasn't covered because the issue was considered normal wear and tear. Their sites states to use a home warranty repair service to cover repairs of properly maintained household appliances and mechanical systems that fail during normal wear and tear. But as a showing of good faith they could give me $200. I informed her that won't even cover the technician fees. Why should I have to pay for any of it, if you tell me my parts and components are covered. Then, I spoke to another senior rep Kendra who stated she could give me $350, am I playing poker here? She however did state she would try and find a cheaper compressor so I wouldn't have to pay so much. Still not understanding why I have to pay anything. Your ad states if we can't fix it, we'll replace it. Not if we figure out a way not to pay we won't. So, PLEASE replace it. I live in the South and it's starting to get really hot outside. It would probably be better to take the $40 monthly fee and put it into an interest bearing savings account so when you need the money you can pay for it yourself. I don't have $700 lying around for a compressor that's why I signed up for this service. At least Home Shield will replace your units. As I started reading most of the complaints for May a large majority are complaints regarding A/C units. I would please like to resolve this before it gets too hot. I would like to thank Kendra for at least trying to assist. I haven't heard anything back as of today. Thank you!

I had written a positive report earlier today on the expeditiousness in the handling and diagnosis in the above repair between 5/16/17 - 5/18/17
However, since the appliance tech told me that he could have had the part in and repaired today however, he was told by CHW not to order or buy the part they would order and send to him which they, CHW, said would take up to 5 days for the technician to get they part from them.
This is just a dishwasher repair which is inconvenient, can you imagine being without heat in the dead of winter for that time.
I have cancelled my account with CHW and will never recommend their services

Run from this company. They are frauds. When I requested my money back (Half a year left on $375 policy along with $45 for tech visit without fixing my refrigerator). They said they would give me $75 back though half a year remained on the contract and this was my first and only claim. To fix the refrigerator would cost $550, that's what their technician said. And chw said it was my fault. They were willing to give me $100 to fix the unit. After spending $425 on them already (Policy & visit for tech help) to learn i'd have to spend$550 more for the refrigerator to work, this is a fake. Run and don't look back. State of nj had over $750, 00 fraud charges they had to pay. Didn't know that when I signed up.

Called CHW Thursday May 11 after noticing water by the water heater. The water heater is a covered item. Tech came the next day and determined the water heater needs replacement. CHW denied the claim since they do not cover the tank, How can you cover the water heater and not the tank. This is a integrated unit with a sealed tank not an auxiliary tank.

Deceptive and useless coverage. They even have a ad using their coverage of water heaters saving you money on expensive repairs.

I tried resolving this with customer service speaking with two "Supervisors". They need to either pay for the reapir or give a full refund if they refuse to pay for repairs.

They need to

Greetings,

On May 12, 2017, I submitted a claim for my A/C. I explained there was no cool air blowing from my ducts. I received the claim number [protected]. As a lasting and hopefully long time future customer, I would like consideration into my non-repairable A/C leak issue that has been explained that a new unit or system is needed. Choice Home Warrant senior claim specialist Bree stated they cannot move forward with my claim due to the notations on my claim. The notations discovered there was a leak in my A/C coil, due to corrosion and rust and the policy does not cover rust or corrosion. Bree stated that Choice Warranty cannot move forward with my claim.

On May 15, at approximately 9 a.m., Oliver's A/C & Heating [protected]) came by my residents and conducted tests on the A/C unit to find there was an A/C leakage that he explained is unrepairable. The technician from Oliver's A/C stated further that my A/C is an outdated unit (R22) and it would cost around $2900 to replace with a 407C for the outside unit. In addition, the technician stated since my system is very old, the entire system should be replaced with a mentioned model 410A, which would cost around $6, 000.

On May 15, at approximately 9:3 am, I called in to Choice Home Warranty to find that a leak test protection is not covered under warranty. The cost of a leak test is $70 Dollars. The agent at Choice stated that the technician should gather information such as make/model, serial number and pictures of the A/C unit for the claim for more results.

Speaking with the claims specialist, was a cold and calloused straightforward conversation that I would have not expected from news such as this. This is normal wear and I do not understand why this isn't covered. Coils sweat due to constant transfer of heat and normal wear and tear and is also apart of corrosion by rain etc. There has got to be a way to settle my claim without me coming 100% out of pocket being a loyal on time paying customer. Thank you.

Sincerely,

Robert E. Holliday

My ac quit working on 5/8/17 called choice home warranty they sent ac tech out on 5/11/17 he stated the ac compressor is bad and he would talk with the warranty company and they would contact me, they sent email for me to call them I did, they denied claim #[protected] replacing ac compressor or repair.
They stated it was due to over heating I asked how can you determine that when its not working she stated she is just going with what the tech said, but all it said on his invoice is the compressor is not working. I feel like iv been scammed

CHW is a ripoff company..Do not use them! They will make up reasons to deny claims especially if the appliance needs to be replaced. Please heed my warnings..just look at all of the complaints. CHW is claiming that my a.c. unit is broken due to rust or corrosion. I had 3 different companies inspect my unit and sent pictures and statements attesting to the fact that there is not rust or corrosion in the unit.

This company is a SCAM!

If you are thinking on getting this insurance, read the fine print in their contract first. At the end, you may be paying an expensive insurance that covers almost nothing. We had two claims and both were denied. They advertise that they will replace your appliance when needed, but it is all misleading as they have fine print in their contracts that gives them a way out from approving a claim. In addition, the technicians that they work with are not real companies (all their emails are gmail.com, yahoo.com, etc.) and do not carry enough insurance or are not bonded. Do not waste your money; the concept is good, but this company is in only for a profit.

Policy #: [protected]
We have owned our home for a little over a year.
My washer went out in March. I contacted Choice Home Warranty. It took almost a week for a technician to come out. He checked it and said he needed to order parts. I waited and waited for the parts he finally came and replaced the recommended parts, he set it to program and left. I waited and at 9 pm it still wasn't working. I called him back and he said that he needed to order more parts. He was supposed to be here Tuesday. He didn't show, so I called and he said the parts haven't arrived yet. Today I received this email "We will no longer service Choice Home Warranty as there is a lack of just about everything so they will be sending another company...Good Luck."

Just my luck my air conditioner started acting up. We opted to use our own technician because of previous problems getting repairs. They did a temporary repair to the tune of $200+ dollars. We sent the invoice, they wanted more, we sent more, they wanted more. Today I received a call saying they "determined the problem was caused by failure to maintain our unit." WOW - we've had the technicians come out twice to check it out and clean it up. And when we've had problems we've gotten it fixed immediately. I talked to our technician today and he stated - that's not true we've got the maintenance records. Which of course no one ever asked for.

A desirable resolution for my complaint is to have my washer and air conditioner repaired or replaced, whatever needs to happen. My technician will be calling tomorrow to verify that this unit as been maintained as required.

For years I've had my a/c serviced by choice home warranty . The first time the system breaks down and isn't able to work any longer despite replacing an obsolete part on the unit. I'm being told we cannot help you in replacing your 25 year old system but we can only pay for the part which isn't a fraction of the cost of a new a/c unit. Choice home warranty has come out to my home numerous times to just put a band aid on the a/c system instead of just replacing it . Please tell me what I can do to get some sort of compensation ?

this sounded like a good deal so I decided to test this out . I have a tenant and cant always accommodate the repairs . The sales rep convinced me to get a 3 yr plan. after one year i put in a number of claims, of which only one was approved for repair.
after a year and some denied claims, I decided the policy wasn't worth the money. when i called for my refund they hit me with a $50 cancellation fee which i understand, but they deducted the cost of the repair. So i paid all that money and didn't get one benefit from it. so i ended up paying them 745 for one year for nothing to try this out. Dont go long term if you try this out.

Fortunately we live in south africa, but this despicable thieving company are using a company called powerful marketplace to bombard our sons email address with over 100 spam emails a day advertising their useless ###ing choice home warranty ####! We are taking legal action against these #### bags at choice home as they obviously couldn't give a ### who they send their shot too...I'm tired of being polite now as it doesn't work with these ### at choice home warranty

April 10 AC stopped working. They sent a tech out next day. I don't even think he was licensed, did not tell me what was wrong only that I needed a whole new 4 ton unit and that I had mold (which is illegal to say without 3rd party testing ) and needed a blue light. He said choice will not pay they will only give you 150$. He was right They denied my claim saying it was a lack of maintenance issue, which I have done maint. I hired a new AC contractor and he said there was no way maintenance could have detected or prevented failure. They didn't care and still denied. My house actually needs a 3 ton unit not 4. Their tech they sent out was not competent. Crappy company. Would not EVER recommend

To Whom it may concern,

Myself and Syed Imtiaz have been with Choice for several years now and I paid in full for Insurance with Choice. I recently made a claim about an ongoing issue with my upstairs air conditioner.

1. The first person that came out I am not even sure he was certified. He said we needed more air intakes cut into our ceilings. I said it was working fine before. I will call Choice back.

2. There may have been another visit in between. I have to look at my records.

3. Another Tech came out did a few things said it would work did I want to do my maintenance on my units and I said yes. It never worked.

4. We are very busy with work and travel a lot. We put up fans to keep it cool.

5. 2017 Summer coming on...Called Choice again to have them come out. Jenkins came out said my condenser was out, he said it was a wear and tear item and was probably going out last year is why I was having problems. He submitted the order it came back refused because of a grounding issue. He was in my living room when I was on the phone. He said I am not sure how they got that let me call and resubmit. I called and it was going into review.

6. This has been an on going issue since last year. The records are there...all with different outcomes. Yet Choice said I should have called again when it was not working.
Now for a moment "think of my frustrations" I have called and had someone out several times to no avail and missing work. I just said "it cooling off I will wait and call when it starts getting warmer they can't fix it when it is cold outside."

7. Here we are present day. I cancelled with Choice even though I still had a month and a half of prepaid service. He asked me why? Something might happen and you need it?

8. My Answer: Choice lost my "Trust" I would rather lose that time and money than do business with a company that does not have my trust.

In the short term you may be better off as a company by losing my service and not repairing my A/C. But in the long run an unhappy customer will repeat their story to every friend and family members. I stuck with Choice even when my friend suggested I switch because they get such a better deal and the use them with all their rental homes.

Today I will switched to that company.

An unhappy former customer,

Karen McNeely
812 Soapberry Dr
Allen, Texas 75002

After being with this company for several years I have only had one claim that they paid only partially. This week a tech came out to check my air conditioner. He showed me the problem was where the wiring short circuited on the outside unit. The panel was black from the insulation on the wiring melting. When I contacted the claim department they informed me it wasn't covered because it was fire damage. Excuse me but if it was a fire then the outside of the cover would have been at least discolored. The black soot wipes right off but these so called customer service reps are only interested in denying claims. I'm passing the word around about this scam to my over 12 thousand contacts on social media. I don't want anyone else falling into this trap.