Choice Home Warranty review: Choice home warranty denies legitimate claims

⭐☆☆☆☆ 1 Star — BUYER BEWARE: Choice Home Warranty Denies Legitimate Claims

Our experience with Choice Home Warranty has been nothing short of disappointing and frustrating. What should have been a simple HVAC repair turned into a lesson in how this company avoids responsibility and hides behind vague contract language.

The issue:
Our HVAC unit developed a problem, so we opened a claim with Choice Home Warranty. We received an automated text stating a technician from Sears Appliance Repair (a company with notoriously bad reviews) was scheduled nearly a week out. The next day, we were told a sooner appointment had opened up — only for the technician to never show. That evening, another automated message pushed our appointment another week out.
We called Choice Home Warranty, and they promised to “solve the problem.” The following day, they told us to find our own technician. We did — and our tech came promptly, inspected the unit, and found a cracked condensation pan, which supports the evaporator coil. He followed their instructions and submitted the claim and photos through Choice’s website. Shockingly, the claim was denied almost instantly, before the technician even finished uploading his report.

The denial:
The initial denial email claimed the condensation pan was a “maintenance item” and therefore not covered. This makes no sense — a condensation pan is a structural component, not something a homeowner can maintain or replace periodically. I wrote back, explaining this fact with industry-standard references.
A case manager call was scheduled, and we spoke with Yuselin Martin, who refused the claim again, this time giving a completely different reason: “physical damage.” According to her, anything with physical damage isn’t covered under Section E5 — even though their warranty supposedly covers failures due to “normal wear and tear.”
When I explained that the crack was clearly due to normal wear (aging plastic, vibration, etc.), she refused to escalate the matter further. I gave several examples — fan blade cracking from vibration, fan pulley breaking from fatigue, microwave door hinge breaking from use — and for each one, she said they would not be covered because they involve “physical damage.” Essentially, anything that physically breaks is excluded, which makes the promise of “coverage for normal wear and tear” meaningless.

The outcome:
We ultimately canceled our policy and received a partial refund, but they still kept around $150. My wife, who is a licensed broker/realtor, used to recommend Choice Home Warranty to clients — she will never do so again.

The Reviews:
The Google AI response when searching for reviews of Choice Home Warranty reports thousands of complaints and 1 star reviews, many mentioning denial due to “maintenance item”, a low cash offer or simply offering a low dollar amount gift card

Bottom line:
This company uses circular logic and fine print to deny legitimate claims. Their service network is unreliable, their customer support unhelpful, and their definition of “normal wear and tear” is effectively nonexistent.
Save your money. Take the $500+ you’d spend on a Choice Home Warranty plan and put it into a repair savings account instead. You’ll get better service, faster repairs, and far less frustration.
BUYER BEWARE.