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Choice Home Warranty
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1.3 1359 Reviews

Choice Home Warranty Complaints Summary

92 Resolved
1258 Unresolved
Our verdict: If considering services from Choice Home Warranty with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Choice Home Warranty reviews & complaints 1359

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7:44 am EST
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Choice Home Warranty have not fix furance problem

January 23, 2013 my home furnace went out. I call Choice Home Warranty and was given a claim number along with the phone number of the Repair Company (Jerry's Services) located in Waldorf, MD. I call and left a message on the office phone. Since this was an emergency, I call the emergency phone number and left a message. I did not get a call back. At 0830, I call Jerry's Services again and an individual by the name of Mike answer the phone. I asked has he been contacted by Choice Home Warranty regarding my furnace. He said he haven't turn the computer on yet but he would get back with me in a few minutes. By 12:00, no call so I call Choice Home Warranty and ask if they could send my work order to someone else. I informed them that it was 20 degrees outside and it was colder in the house. The sent a work order to S & L Air Conditioning and Heating LLC. S&L came out and work on the furnace and got it going. The technician informed me that the furnace might go off again because all the heat was not going through the portal which causes the safety switch to shut the furnace down. The technician also said that the furnace should be replaced because of a hair-line crack on the heat exchanger. He sent a report to Choice Home Warranty about what he found wrong with the furnace. Choice Home Warranty called and asked if I could fax them the last four years of service records on the furnace. I told the individual that call that there were no service records. I only had the two repair invoices (one for an ignitor and the latest one which they had a copy). The individual told me that they did not want repair invoices but service records and that he would let the Authorization Board know that there were no service records on the furnace. At 4:00 PM, I call Choice Home Warranty again and ask what was decided about my furnace. The customer service rep (Kevin) told me that they were waiting on me to fax them a statement or send an email that there were no service record. I informed him that the individual I spoke with earlier did not said anything about me sending a statement by fax or email. At 4:46 PM I email them a statement and they received it at 4:49PM. Another customer service rep (Jaime) from Choice Home Warranty informed me that she was going to let the Authorization Board know that the email was there and it was an emergency. Today is January 25 at 7:39 AM and I still haven't heard anything from Choice Home Warranty. My family and I have spent 3 nights in a cold house except for the space heaters we have been using to keep warm. I think Choice Home Warranty should be ashamed of themselves for treating customers like that.

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sammiller
Houston, US
Jun 01, 2013 2:53 pm EDT
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Please contact your home state REAL ESTATE COMMISION and file a complaint if you have a problem with Choice Home Warranty.There are open COMPLAINT cases with the FCC, Texas Attorney General and NJ Attorney General. File cases with them all.

NJ Attorney General's Office:
Tell them you want to file a complaint against Choice Home Warranty.

Richard Zitelli, Investigator
E-Commerce Investigative Unit
Office of Consumer Protection
Division of Consumer Affairs
Office Of The Attorney General of the State of New Jersey
124 Halsey Street
P. O. Box # 45025
Newark, New Jersey 07101
Tel# [protected]
FAX# [protected]
e-mail: e-commerce@dca.lps.state.nj.us

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ASHarris
Waldorf, US
Feb 06, 2013 8:36 pm EST

CHW is not a worthy business.

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5:05 am EST

Choice Home Warranty never ever make the mistake of signing up

Never ever make the mistake of signing up. It is not worth even $1. A terrible company to deal with as they will figure out 100 ways to blame you for the failure of the product and why they should not pay you. You cannot convince as they will simply hang up the phone and you will not go any further. I wish everyone will read this and avoid a nasty experience. Bottom line - if your appliances don't break, you are giving them free money, if they did, you will get reasons, still you pay them and don't get anything in return.

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8:26 am EDT
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Choice Home Warranty claim check

I filed a claim with Choice Home Warranty. I was told it was not all going to be covered because the costs were astronomical, on a weekend and because toilet removal is not included in our coverage. Our coverage is not based on whether or not the service repair man we choose would be ASTRONOMICAL. That is the most unprofessional thing to state. The next issue is not being covered on a weekend. That is what supplemental insurance is intended for. The exclude more than they cover. The state in the policy more of what they cover & less of what they don’t. I argued that this claim should be covered. The agreed to pay me 80.00. I was told I would receive within 30 biz days. I later cancelled my policy. I never received money. I called on 10/25/2012 to inquire about this payment as it has been well over 30 biz days. I was told I would not be receiving my 80.00 because I cancelled my policy. I told them my policy was cancelled after I filed. I was placed on hold and was hung up on. I called back and was placed on hold and later was told my contract states I can’t cancel my policy unless I been with company for a year. I was told because I did cancel there was a fee but they waived the fee. My issue is I filed my claim before I cancelled policy. This has nothing to do with contract term dates.

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sammiller
Houston, US
Jun 01, 2013 2:53 pm EDT
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Please contact your home state REAL ESTATE COMMISION and file a complaint if you have a problem with Choice Home Warranty.There are open COMPLAINT cases with the FCC, Texas Attorney General and NJ Attorney General. File cases with them all.

NJ Attorney General's Office:
Tell them you want to file a complaint against Choice Home Warranty.

Richard Zitelli, Investigator
E-Commerce Investigative Unit
Office of Consumer Protection
Division of Consumer Affairs
Office Of The Attorney General of the State of New Jersey
124 Halsey Street
P. O. Box # 45025
Newark, New Jersey 07101
Tel# [protected]
FAX# [protected]
e-mail: e-commerce@dca.lps.state.nj.us

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4:11 pm EDT
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Choice Home Warranty scammers, crocks

This company are crocks, and will not approve claims if they approve it guess who pays there contractor or vendors we are a plus contractor in texas, those guys did same thing to us we condemned 22 year old condenser tripping breakers, they send some of there fouls to fix it, and then they put us on hold, they owe us over 4000 $, I send them to my lawyer, if you want to get your money we can join hands and sue them and prevent them from scamming more people and. Vendors (for consumers if they tell you your coil has rust guess what will not be covered, if you don't have maintaince records guess what declined even if they been serviced, guess what if your filter dont have date your part rusty, will not be covered (if you complain they will literally tell you go screw your self, what kind customer service is that,) guess what if you receive lean letter for your house (we are sorry for that, but we didn't get paid, this tells you how crocks those companies will not pay vendors for work been done) scammers fraud, we need good lawyer to nail them and soon I will, I don't care how much it cost because they shouldn't be in business, people we have to stop them

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sdutton
Aubrey, US
May 23, 2013 2:32 pm EDT

I am probably one of those customers that had Choice and then found out that my provider was not being paid and in turn my provider was dunning me to pay the bill. I had to send numerous emails to Choice as they would not let me talk to anyone above customer service. Finally after daily emails to them I received a call from my provider that they had been paid. They also gave me suggestions of other Home Warranty companies to try and after reading all of the complaints ... i do not think there is a reputable one out there.

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Texas Contractor
Harlingen, US
Feb 04, 2013 11:49 am EST
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My Company absolutely agrees with this contractor. CHOICE HOME WARRANTY IS A TOTAL CROCK! NO ONE SHOULD EVER--EVER-- USE THEM FOR A HOME WARRANTY! BEWARE IF YOU DO!
Choice Home Warranty signed us on as a 'provider' BECAUSE we are a 50+ year service company, recently named by BBB as an Ethics Award Winner, BBB A+ rated, Platinum D&B member, winner of multiple trade organization awards, FULLY LICENSED, BONDED, AND INSURED. We have been a large presence in our area in new construction, remodeling, and residential and commercial service work FOR OVER 50 YEARS!.
HOWEVER, after providing service in July-August 2012 to 6 Choice Home Warranty customers (poor things!), Choice Home Warranty now REFUSES to pay the remainder of the billings. When we did the service work, the POOR homeowner was REQUIRED by Choice Home Warranty to pay us a set amount (by their contract with CHW), which they did, and then we turned in the rest of the billing to Choice Home Warranty.
THIS IS THE SCAM ... Choice Home Warranty probably never intended to pay the service contractor the difference and forces the contractor to accept only what the homeowner pays. Now Choice Home Warranty, unbeknownst to us, has placed our company on 'hold'-- whatever that means other than they won't pay us for at least a year, because they say we had 'poor ratings'. WHERE?----WHAT?---WHEN?- We have NEVER been shown any comments, ratings, explanations, or complaints about our service to these customers!
AGAIN--- CHOICE HOME WARRANTY IS A CROCK!

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11:00 am EDT
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Choice Home Warranty scammers

We are a plumbing company who have been sub-contracting with this warranty company for two years. They are very rude to talk to, we have to fight tooth and nail to get our money. Just recently a link on our contractor site for invoicing was removed. When we called these people, we were put on permanent hold, hung up on and spoken to rudely to find out why we have not received money on current outstanding invoices only to be told that "our site was under review." When asked why, we were told because it was for "shabby" work performed. We are an "A" rated plumbing company located in our state and have only good reviews from our customers. We have over 27 years in the industry. This company owes us a substantial amount and when we threatened to pursue legal action, we were told to "go ahead." Contractors beware of this so-called "reputable warranty company." Owner

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STEPHENS SERVICES
MILLLBROOK, US
Dec 12, 2012 9:52 am EST

IM AC CONTRACTOR IN ALABAMA CHOICE DOES NOT PAY THERE BILLS IF MR TROY WAS TO COM TO MONTGOMERY ID KICK HIS ### AND SHOW HIM JUST HOW SMART HE IS TO BAD SANDY DIDNT GET HIM

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Upset ac contractor
Spring, US
Sep 20, 2012 3:30 pm EDT
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We are a plus contractor in Texas, those guys did same thing to us we condemned 22 year old condenser tripping breakers, they send some of there fouls to fix it, and then they put us on hold, they owe us over 4000 $, I send them to my lawyer, if you want to get your money we can join hands and sew them and prevent them from scamming more people and. Vendors, I heard they flipping contractors like that so they don't pay ( those people they tell we don't provide unit, this is first company don't do that, scammers . We need to stop this company

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8:13 pm EDT
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Choice Home Warranty a scam

Not only this company claim everything you wanted to repair are wear and tear, hence pre existing condition they do not pay for, but they insult you as stupid and disgusting. It is the worst company you can imagine, take your money and laugh at your stupidity for choosing them.

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Michael McGill
Jacksonville, US
Jul 30, 2014 9:33 am EDT

They have jerked me around for more than a month, I have a leak in my A/C evaporator and they are coming up any excuse that they can not to repair it. I just bought my house 1 1/2 years ago
and I had a home inspection done just before the purchase. All was well, then I started noticing a problem with the A/c system in late May this year, so I called the CHW in the early part of June, The first tech wasn't going to come for several days, so after complaining they sent another tech, He found the problem and we have been waiting on CHW to give the OK for the repair, and they are going to charge me for disposal of the R -22 freon, when I'm under the impression that the EPA 608 law says that it should be recycled an reused.

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KathrynB
, US
Sep 05, 2012 8:21 am EDT

I agree totally, I am having the same problems

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4:07 pm EDT
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Choice Home Warranty fake home warranty services

When I decided to rent my house, I went shopping for Home Warranty Services to protect me and to keep my tenants happy. I decided to go with Choice Home Warranty services and paid for the entire year. 4 months in, my tenants call and tell me the freezer portion of the fridge is dead. I had them to contact Choice Home Warranty Services. A contractor was dispatched but the part he put on the fridge didn't fix the problem. My tenant said that the next day not only was the freezer dead but now the fridge isn't cold. I was diligent and called the tech for updates over a 2 day period. He and his call manager told me, on day 3 of the issue remaining unresolved, that if the replacement part didn't fix the issue, it meant the compressor was gone and a new refrigerator needed to be ordered. I said please do what you can to get the claim updated so that I can tell my tenants when to expect the issue to be resolved. A few hours later i called Choice, not the contractor, and brought them up to speed. I was waiting on someone to tell me when the refrigerator would either be fixed or replaced because my tenants deserved to know how long they would be without a fridge. The customer service person said, the sooner we can speak with the technician, the sooner we can get your claim into the system. Two hours later, I get a call telling me that the refrigerator was leaking water and leaks aren't covered by my warranty. "Leaks"? There were no leaks, but how did a busted freezer turn into a leak? I said, "Wow1" My first claim and this is what I can expect? All I got from Choice was a guy from their service department holding a microscope reading the fine print of a contract. That isn't what they were selling when I was comparison shopping for warranty services. my very first request for help and I have to call SEARS for service because Choice told me my refrigerator isn't their problem. Wow.

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msjackson54
Lothian, US
Sep 25, 2012 7:22 am EDT
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wow...I live in Lothian, Md (Waysons Corner if you heard of it). My Washer died the first of Sept 2012. I placed the order. They finally find a tech to come out. Back to Basics (Riverdale, Md-WORST CUSTOMER SERVICE). The tech was rude and looked like he was mad because he had to come out here (granted it's not close to Riverdale). The tech company told me a few days later that they thought the part for 260.00 was too much for them to pay for upfront and they also couldn't get in touch with Choice to let them know. The short of it...Choice is going to give me $255.00 towards a new machine (a buy-out)...that's nothing! Either way, I think they should give a new machine because it's not my fault that they can't locate a LOCAL tech to come out, but they say because IT CAN BE FIXED they won't give a new machine...duhhh! They say if I find a tech and I PAY upfront, they'll reimburse me...NOPE...I pay yearly for you to do that! Is this crazy or what?

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11:49 am EDT
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Choice Home Warranty fraud company - bad people

The worst home warranty company. My AC broke down. Their technician came and found out that there was a problem with the evaporation coil and he also mentioned that it needed to be replaced since it was not repairable. The tech said that they'll order it for me and then he'll come and fix it. To his and my surprise the company denied the claim statin that the tech said that it was due to corrosion. The tech refused to have seen any corrosion. The tech again called to inform that it was not corrosion and they told their own tech that they don't need to hear anything from him. They mentioned corrosion on their own. The tech was surprised that they have denied the claim. He said most companies immediately order this part once he reports, but they are the first ones to refuse. When you call them they treat you rudely and everyone out there make fun of your problem and laugh out loud. Even the technician was suprised to have been treated by them badly. I don't know what to do. I'm still fighting. Made a big mistake by signing up with them. Can anyone help?

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Upset ac contractor
Spring, US
Sep 20, 2012 3:38 pm EDT
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Go sue them don't waste your time, those people are crocks, they don't pay there contractor, they change contractor ( once they get finished ripping off contractor. They put his account in hold because he refuse to fix 25 year old condenser burning circuit breakers, )
Call get your money from them we are vendors from them and taking those crocks to court, by the way they will say your coil is rusty. Pre existing condition new style rejecting claims, everybody knows all those coil get rusty after one year

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Weldy
Henderson, US
Aug 27, 2012 11:58 am EDT

I feel for you. I have the same problem with choice home warranty about my A/C unit they sent Ideal services out to check my A.C unit and they said that the coil was no good and I would need a new one. The cost for the job would be $1888.00. I got in touch with Choice Home Warranty and they told me that my part would $449.00 to help cover the fixing of my A/C unit. If they don't fix my A/C unit I think I sue them because it is a brich of contract.

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9:50 am EDT
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Choice Home Warranty - poor service scam

I bought this insurance so that I would not have to worry about home repairs. My house is in the oldest area of Las Vegas, and built in 1961. There has been problems with plumbing, sewer, paint, utilities, air conditioning, painting, and general home repair that is inevitable over time. I called and got a claim # from this home warranty outfit, due to a...

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5:58 am EDT

Choice Home Warranty do not use them if you are a homeowner, do not work for them if you are a contractor

This company claims to offer home warranty programs to home owners. They hire contractors to perform the work. However, they do not pay their contractors. After the contractor becomes aware they are not receiving their money they are forced to stop working for Choice Home Warranty. However, Choice has a clause in its contract that says that they are authorized if you cancel the contract abruptly to withhold your money to investigate that you have not done damage to the company. That if you have caused damage your money may be withheld. Then they tell you that by refusing to do future work for customer calls you have brought damage to their company. Therefore according to the contract they owe you $0. Basically they dont pay you, knowing you must eventually cease work. Knowing that when you do this they will now be under no obligation to pay you at all. Any communications regarding their lack of payment to the homeowner, BBB, or anyone for that matter is "damage" to their company on forfeiture of your money as well. This company is a complete scheme and does people horrible. Do not use them if you are a homeowner, DO NOT work for them if you are a contractor.

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john parkhurst
Dallas, US
Aug 03, 2012 2:46 pm EDT

Bad choice to buy it. the contractor they sent kept Bashing them them the whole time.and want me to hire him directly. basically they hire contractors just as a lead to come to your house and select you for the job. I ended up replacing the AC unit myself and still paid them for service fee add to that the premium yearly fee.
My second call for bathroom leak they did not fix it. charging me $45 and I went to home depot and got washer for $3 and 10 minutes I fixed it. called them they did not even refunded my service fee. they said they had to send the edit to my house. I thin they hire homeless people to work on your house.

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john parkhurst
Dallas, US
Aug 03, 2012 2:39 pm EDT

Do not use them if you are a homeowner, DO NOT work for them if you are a contractor.

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11:58 am EDT
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Choice Home Warranty warranty coverage

The company doesn't stand behind their warranty. They look for every possible way to get out of covering their obligation. I had a low voltage control wire that was bad on my air conditioner and they wouldn't cover the diagnostics, claiming this was excluded as part of the home's electrical system. The repairman told me he has many problems getting them to authorize repairs. I listened to them question him and they were obviously looking for ways to deny coverage. In the future, the repairman stated he'd just replace components (much more expensive) rather than trying to determine the problem. I had to pay to get the wire fixed ($100)

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GINA1958
Orlando, US
Feb 15, 2016 12:13 pm EST

I've had the same issues in the past. They will look for ways to get around covering the item/time and my washing machine could have been fixed if they would have just replaced the mother board, but instead gave me a $200 credit - I couldn't do anything with the money - a new washing machine is around $600 - $700. American Home Shield is more expensive, but they cover a heck of a lot more than Choice does. Choice's monthly fee was $43. American Home Shield's is $53. Choice charges $45 for a repair and American gives you options starting at $75 per repair. But if you think about it, if you're having a major issue and AHS will cover it, That additional charge per month and the additional $30 on the repair goes a long way.

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Choice Home Warranty fraudulent company/violated home service agreement

Upon having yearly maintenance on my hvac system, it was discovered that the evaporator coil was frozen. They recommended I call my home warranty company, since it was likely a leak or low freon, and to not run the ac until it was looked at to prevent further damage. It was over 90 degrees outside at this time. I read through my home service agreement to make sure that was a covered expense and immediately called choice home warranty to have a service technician dispatched. It took more than 8 phone calls and 36 hours to finally get them to dispatch a technician, who was here in less than an hour. He discovered that I needed a new evaporator coil and refrigerant, both which were covered under my warranty, and found the problem to be wear and tear, not a lack of maintenance on my part. I purchased my home last year and the inspection showed the hvac system was in perfect working order. I called choice over 10 times between the next 24 hours for the status of them approving my claim since I was starting to suffer from heat exhaustion. I was required to submit proof of maintenance, so I immediately emailed the itemized receipt showing over $600 of maintenance that I had completed on monday. My claim was denied, they stated it was a "pre-existing condition", and that since I was unable to furnish maintenance records from the previous owners, they were not responsible for the $2350 claim. I was previously with ahs but switched to choice for the lower price and promise of excellent customer service. I should have done my research and discovered that choice had over 650 claims with the better business bureau over the last 3 years! I am disgusted with this company, and hope others learn from my mistake and don't throw their money away on this fraudulent joke of a warranty company.

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Cynthia J Lewis
Rowlett, US
Jun 19, 2013 2:12 pm EDT

I appreciate the information from this complaint. I was considering changing from my current home warranty co. ( AHS) to CHW. mainly because AHS has increased their rates. However I have had AHS since 2000 and have utilized them about 10 times. Only once did I have to pay add'l repair costs (A/C) . I have been reading several of the complaints on CHW and I have changed my decision to switch at this time.

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Upset ac contractor
Spring, US
Sep 20, 2012 3:43 pm EDT
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We are a plus contractor in Texas, those guys did same thing to us we condemned 22 year old condenser tripping breakers, they send some of there fouls to fix it, and then they put us on hold, they owe us over 4000 $, I send them to my lawyer, if you want to get your money we can join hands and sew them and prevent them from scamming more people and. Vendors, by the way they don't approve anything, they will tell you your coil is rusty

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mdbrand
Laurel, US
Aug 18, 2012 11:07 am EDT
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Thanks for the useful information, and sorry about the lousy service from this company! I was actually thinking about switching from my current home warranty company (i.e., AHS) to CHW, but now I think that I'll keep looking for another option. Does anyone have any recommendations for a better company?

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Choice Home Warranty claims - ac unit

All this company has done is try to find an excuse to not pay a claim. My rental home in Chandler, AZ had the ac go out this week, June 6th - Wed. 2012. Choice Home Warranty did not tell me what was wrong with it, but did stated that due to lack of maintenance they won't pay the $535.00 USD to service it. I have records that this time last year this AC unit was serviced through another company. This is my 1st claim I have had with them: my contract term stared on 12/03/2012 through 01/03/2013. I am letting my lawyer take care of this through PrePaidLegal. This companies address is: 510 Thornall Street, Edison, NJ 08837 and their phone # is: [protected]

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Choice Home Warranty do not fix the problem

Hello everyone,
When we signed up with this choice warranty, wished I had read reviews before we signed up... They have been a very harassing team of people. They will say the same thing over and over again. I blame the owners and not the customer service reps who are trained to tell a customer, sorry the repair/problem is not in the contract. They have signed with such independent contractors who will not return your calls. I have their whole conversation recorded where they have said that if a same problem persists then they will come out and re fix the problem and this will be an open case for 90 days. But if the problem is beyond repair then they will replace it. If the product that is under the warranty does not work in the same manner then it would be replaced. But in our case, no one is even calling to schedule a time to come and fix my washer.

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Choice Home Warranty claims

All this company has done is try to find an excuse to not pay a claim. My rental home in Phoenix had the A/C go out last week when it was 110 degrees out. CHW tried to tell me it was a cracked motor whell and that it was not covered due to lack of maintenance. Fail! I had records for the last five years of the unit being maintained and provided documentation for it. Then they became rude and said that they were not available to look at the claim until Friday and this was Wednesday. Meanwhile my tenants were melting..everytime I called the company they gave me someone else who was rude and basically just an ###. So, to make a long story short we had our own A/C guy come out and lo and behold it was something totally different so we paid for it to be fixed out of pocket due to CHW cowardness and fraud. Now they are telling us that we are in viuolation of the policy and they will not refund us the money paid to fix it. Az state law mandates that when it is 110 or more outside it must be fixed within 48 hrs...THIS COMPANY IS A BUNCH OF CROOKS...DO NOT DO BUSINESS WITH THEM UNLESS YOU WANT TO BE RIPPED OFF!

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Lynnchan1
, US
Oct 17, 2012 9:46 pm EDT

This same similar thing happened to me. They are always denying my claims. I have paid so much money to have things repaired because the Choice Home Warranty I paid for does not cover anything. Do not use them they are crooks. Once my warranty runs out I will find another honest company, if there are any out there. If you know of any good companies, please let me know. Anyone thinking of using Choice Home Warranty should think twice. They are not a good company!

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bill j duke
Dallas, US
Jul 08, 2012 5:49 am EDT

any one want to join the class A action Law suit.? American homeshield paid billions of dollars to the state of Texas.

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bill j duke
Dallas, US
Jul 08, 2012 5:46 am EDT

If you want to waste your money. give them to charity before hiring this bad company. for the whole year I called 5 times and the only time they fix switch for $5 but every time they charged me $45 so that switch cost is $225 in addition to my premium coverage.

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bill j duke
Dallas, US
Jul 08, 2012 5:43 am EDT

This is bad company. I had several friends canceled and going to Class A action law suite.

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Choice Home Warranty worst home warranty

Choice Home Warranty is the worst home warranty service you will come across. Before even considering them read their agreement on their website which basically will not cover any of your appliances for the main reasons they would break down. Do not waster your money on this company check it out http://www.choicehomewarranty.com/user_agreement.php

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jeremy Moore
, US
Jan 18, 2019 5:36 am EST

I have never felt so ripped off in my life. This company should be sued and quite frankly this is to warn everyone that is thinking of Home protection. They simply don't follow up and they certainly have more loop holes to sneak out of the agreements. It's sad so watch out and please do your research but do not use Choice Home Warranty.

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fightcheater
Houston, US
Jun 01, 2012 9:43 pm EDT

Choice Home Warranty is reaaly the worst in the world. I am still fighting with them. I will post more details. If you did not sign contract with them, you are still safe.

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Kelly2626
Corpus Christi, US
Jun 01, 2012 8:23 am EDT

Choice Home Warranty has turned out to be a nightmare for me and my family. My air conditioner went out on us the Friday before Memorial Day. When I called for help they send out a substandard tech who told us it was a bad contactor but that they needed to order the part because they did not have it. They told me that it would not be till Tuesday because it was a weeekend and Monday was a holiday. All holiday weekend we had no air conditioner. Tuesday came and the contractor called and told me that no it was not a bad contactor and they would be sending the claim back to Choice for another tech because they did not know what was wrong. I called Choice and they kept telling me they could not find a tech to work on my system because it was a Lennox system. In all of my area they could not find anyone to work on a Lennox system! Can you believe that? I decided to find my own technician and had 3 different companies come out and tell me that my air conditioner was completely dead and needed to be replaced. I sent in to Choice the repair quote on Wednesday for the company that we wanted to have replace our system which was going to cost $3200.00 and they did not get back to me till Friday. When they finally reached a decision they denied my claim! Saying that I had not kept up my yearly maintenance on my unit which was not true as I had all the paperwork to prove that I maintenanced my system twice a year as required! Then they told me that because I had not used an authorized Lennox technician every time that i had voided the contract. Again not true! I finally wore myself out arguing with the claims adjuster and ended up having to pay for it myself! How do you know what Home Warranty company is honest and reliable? I would appreciate any suggestions anyone out there has.

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Choice Home Warranty substandard repair service

CHW readily accepted and cashed our premium check, but when we ultimately had a claim, the service they provided was extemely substandard. CHW assigned the claim to a repairman located about 1 hour from our home. After 3+ months of frustrations in trying to get the repairman to our house to fix the problem, we surrendered and accepted a check from CHW to buy a new stove. Of course, the check amount was only about 25% of the price of a comparable stove. But it was painfully obvious the repairman assigned to our claim was inept and just not motivated to fix our problem. The variety of excuses why he could not come to our house was comical. CHW offered to re-assign the claim to a different repairman, but some quick research showed that repairman had an "F" rating with the BBB and pages upon pages of complaints. In our book, CHW receives an "F" for such poor repair service! No, we are not renewing with CHW.

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Choice Home Warranty coverage

Do not use this company!

We made our first claim after 2 years of paying to the warranty company. Our A/C unit went out. First they told us that the A/C was not covered under our plan. Luckily we kept good records from when we applied for the service and was able to demonstrate that having the A/C covered was discussed with the sales rep. When the technician finally came out (No A/C in our sleeping area now for 5 days) we were informed that the warranty only covers 2 units (we have 3 and apparently they get to choose which units they will cover) and that they will not honor the warranty for the broken unit. To add insult to injury, they are claiming that it is our fault that the system has a leak in it - as if we went out and poked holes in our coil!

DO NOT PURCHASE A WARRANTY WITH CHOICE HOME WARRANTY! THEY ARE A SCAM!

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PAX411
Tulsa, US
Jun 05, 2012 1:52 pm EDT
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All this company has done is try to find an excuse to not pay a claim. My rental home in Phoenix had the A/C go out last week when it was 110 degrees out. CHW tried to tell me it was a cracked motor whell and that it was not covered due to lack of maintenance. Fail! I had records for the last five years of the unit being maintained and provided documentation for it. Then they became rude and said that they were not available to look at the claim until Friday and this was Wednesday. Meanwhile my tenants were melting..everytime I called the company they gave me someone else who was rude and basically just an ###. So, to make a long story short we had our own A/C guy come out and lo and behold it was something totally different so we paid for it to be fixed out of pocket due to CHW cowardness and fraud. Now they are telling us that we are in viuolation of the policy and they will not refund us the money paid to fix it. Az state law mandates that when it is 110 or more outside it must be fixed within 48 hrs...THIS COMPANY IS A BUNCH OF CROOKS...DO NOT DO BUSINESS WITH THEM UNLESS YOU WANT TO BE RIPPED OFF!

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Choice Home Warranty refused to repair

I am absolutely disgusted with the service offered by this company; I have been with other warranty companies GE and Assured and switched to Home Choice Warranty as the price for the annual contract was offered at a much lower discount than the previous companies I had, also the call out fee was half the cost; and more items in the home were covered including a limited roof leak cover. I paid the subscription fee back in February and switched my A/C units on March 22nd the units have been serviced regularly and was in fine working order; Noticed that the temp was not getting below 81 deg so called HCW who assigned a contractor whom I had to call, contacted contractor who said he was not doing any repairs and was too busy, I was then assigned another contractor who turned up and looked at just one unit 5 days later and said it was fine without checking the downstairs unit; It was the downstairs unit that actually had the problem, We had to call HCW three times to get the Tech to come back when he did eventually turn up April 7th he said that my whole unit was useless and the whole unit need replacing he would be back with a new unit after he reported to HCW, It would cost around $3, 000K In the mean time he took the Freon out of the big unit and pumped it into the small unit; Which I understood was a no no as this Freon in a unit that has failed is contaminated with humidity and can actually cause damage; I had to call HCW on the Thursday 12th to ask what was happening and they said your claim is not covered as it was a long term problem and units cannot go bad with that short of time when a policy is taken out; I explained that the unit was fine we serviced it regularly once a year how was I to know that there was going to be a problem within a few days when I switched it on; They said that they would not be replacing or repairing the unit and thank you goodbye; I called a local tech out who came out within 24 hours of calling said that there was nothing wrong with the whole unit just the dry filter needed to be replaced, he was shocked to hear what I had been told and said I had several years life in the unit; he checked the upstairs unit as well BUT found that I had an overload of Freon in the unit so had to release some and was horrified when I told him what the other Tech had done; So $400 saw two units serviced at $65.00 each a new dry filter fitted to the non working unit Freon added and I am now working fine... I feel that HCW could have done a satisfactory repair job and that I was just blown off; I feel cheated and angry at the way I have been treated I have five homes with this company and I am regretting the day I took all the contracts out after being pursued by their sales team at how great and fantastic their company was... NOT……. I urge anyone looking at this company to warranty their home, that you check everything is running perfectly and get everything certified so you have proof that your home items are in excellent working order. ELSE when you go to claim they will throw their small print at you WE DO NOT COVER PRE EXISTING KNOWN or UNKNOWN Problems….. I feel as though HCW should at least pay back my Money spent on the local tech repair minus $130 as I elected to have the units serviced, to be certain all was fine; does anyone else agree or am I the one in the wrong?

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Choice Home Warranty I can help you!

To Whom It May Concern:

The details of these situations you read on these sites are not representative of the normal Choice Home Warranty customer experience and we sincerely regret our customers’ frustration and discomfort.

We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors and employees. We take customer feedback very seriously.

At Choice Home Warranty, our focus is on quality... providing quality home-warranty products to our customers, following up with quality customer service when our homeowners contact us, building quality business relationships with our contractors, and ensuring quality work from our contracted technicians. We do not and have not ever encouraged contractors to deny customer claims.

In addition to evaluating customer feedback, we continually evaluate our contractors’ performance, responsiveness, cost, and other factors to ensure these partnerships are fair and beneficial to all parties involved: our customers, our contractors, and our company.

Choice Home Warranty is always in full compliance with its terms & conditions.

If you have any questions or concerns, please contact help [at] choicehomewarranty.com (please reformat the e-mail address properly. We guarantee a response within 5 business days. We are here to help you!

If you have any questions or concerns, please contact help [at] choicehomewarranty.com (please reformat the e-mail address properly. We guarantee a response within 5 business days. We are here to help you!

If you have any questions or concerns, please contact help [at] choicehomewarranty.com (please reformat the e-mail address properly. We guarantee a response within 5 business days. We are here to help you!

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Fonteco
San Antonio, US
Sep 07, 2012 4:25 pm EDT

FRAUDULENT COMPANY
Choice Home Warranty is a total nightmare. It's been 11 days without air conditioning and over 35 calls to the company...The denied the charge once. I paid for 7 contracts totaling $7, 650.00...I asked to cancel, so they said they would fix the a/c...after 2 more days and still no decision when I call in as to IF and WHEN they are going to repair, I finally emailed and letter and asked them personally to cancel the contracts and prorate a refund. Supposedly, I was speaking to the owner, JIM REED, he said he would not cancel my contracts and I would not be getting any refunds. Three of the contracts is for over 5 years, do you think I can work with these people that long? I am disputing the charges with my credit card company and hopefully I will get some relief

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PAX411
Tulsa, US
Jun 05, 2012 2:29 pm EDT
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You are full of it..if this was the case then why would there be so many of the same issues being written here! You guys should be put out of business and I will make sure that everyone knows how shady you guys are!

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OhhWell
Spring Hill, US
Apr 29, 2012 11:02 pm EDT

How incredibly Lame. You have posted this same canned response of every complaint I have read. Do you think that readers can't tell that it is just copy and pasted BS?

My wife was actually about to call and purchase a contract. I asked to see reviews first and we found this site. There are two reasons why we decided not to go with your company.

The first would be the common themes from complaintants. It looks like contractors are not getting paid and the company makes it difficult to get any resolution. It also looks like policy holders are denied claims where it might mbe financialy inconvenient for Choice to pay for repairs or replacement and the company hides behind complicated contract wording.

The Second and clincher would be the impersonal response from your company to every complaint that I read. It would have been better to not respond at all than with that marketing dept drivel. It tells alot about your "Comitment" to quality customer service.

Choice Home Warranty In-depth Review

Overall Rating: Choice Home Warranty provides excellent coverage and value for homeowners looking for peace of mind and protection for their home systems and appliances.

Coverage Options: Choice Home Warranty offers comprehensive coverage options for a wide range of home systems and appliances, ensuring that homeowners are protected against unexpected repair or replacement costs.

Claim Process: The claim process with Choice Home Warranty is straightforward and hassle-free. Homeowners can easily file a claim online or over the phone, and the company promptly dispatches qualified contractors to address the issue.

Customer Service: Choice Home Warranty is known for its exceptional customer service. Their representatives are friendly, knowledgeable, and always ready to assist homeowners with any questions or concerns they may have.

Pricing and Value: Choice Home Warranty offers competitive pricing and excellent value for the coverage they provide. Homeowners can choose from different plans to suit their needs and budget, ensuring they get the best value for their money.

Contractor Network: Choice Home Warranty has a vast network of qualified and reliable contractors who are available to handle repairs and replacements promptly. This ensures that homeowners receive quality service and have their issues resolved efficiently.

Transparency and Communication: Choice Home Warranty maintains transparency in their communication with homeowners. They provide clear and detailed information about coverage, terms, and conditions, ensuring that homeowners are well-informed throughout their contract.

Customer Reviews and Feedback: Choice Home Warranty has received positive reviews and feedback from satisfied customers. Homeowners appreciate the company's prompt and efficient service, as well as their commitment to customer satisfaction.

Additional Benefits and Features: In addition to their comprehensive coverage, Choice Home Warranty offers additional benefits and features such as 24/7 customer support, emergency service, and a generous reimbursement policy.

Industry Reputation and Accreditation: Choice Home Warranty has a strong industry reputation and is accredited by the Better Business Bureau (BBB). This accreditation reflects their commitment to ethical business practices and customer satisfaction.

Comparison with Competitors: When compared to competitors, Choice Home Warranty stands out for its extensive coverage options, competitive pricing, and exceptional customer service. They consistently deliver on their promises and provide homeowners with the peace of mind they deserve.

Conclusion and Recommendation: Overall, Choice Home Warranty is a reliable and trustworthy choice for homeowners seeking comprehensive coverage for their home systems and appliances. With their excellent customer service, competitive pricing, and extensive network of qualified contractors, they provide homeowners with the protection and peace of mind they need. We highly recommend Choice Home Warranty for anyone looking for a reliable home warranty provider.

How to file a complaint about Choice Home Warranty?

1. Log in or create an account: To begin, please ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, you will need to create one by clicking on the 'Sign Up' option and following the registration process.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, provide a concise summary of your main issue with Choice Home Warranty. This title should be clear and to the point, allowing readers to understand the essence of your complaint quickly.

4. Detailing the experience: In the complaint details section, describe your experience with Choice Home Warranty thoroughly. Mention key areas such as customer service interactions, the quality of the service provided, delays, or any miscommunication. Include specific details about transactions, such as service dates, warranty coverage issues, and any refusal of claims. Clearly articulate the nature of the problem, steps you took to resolve it, including any communication with Choice Home Warranty, and the company's response or lack thereof. Explain how this issue has personally affected you, such as financial loss or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence, receipts, or contracts. Please ensure you do not include sensitive personal information in the attachments for your own security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Choice Home Warranty, whether it be a refund, repair, replacement, or other forms of compensation.

7. Review before submission: Review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is true to the best of your knowledge and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint against Choice Home Warranty on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, make sure to monitor your account for any responses or updates. ComplaintsBoard.com may notify you of any replies from Choice Home Warranty or other users, and you may need to provide additional information or follow-up actions.

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