Choice Home Warranty
Reviews and Complaints

MY claim is [protected] my policy is [protected], My ac is off for 7 days a technician came and said he would get instruction from chw to fix it, since then no news your update claim gives me his number as [protected] i tried several times with leave a message, and sorry the box is full.

please get back to me ASAP with a time frame to fix my ac I expect to hear from you in the following 60 minutes.

[protected]

October 27, 2022, 11:45 AM (CST) I spoke with a case manager regarding the laughable offer they made on a double wall oven with a bad heating element and a bad circuit board. On October 25,2022 a service technician submitted his report and CWH determined that my appliance was unrepairable. I received an email from CWH saying “Great News From CWH, We are Replacing your System”. When I clicked on the Start Replacement Process, I was offered a $667.00 Lowes e-gift card to replace my system. The problem is that Lowe, s cheapest double wall oven is $1700 and that’s with a $1,000 discount until November 2nd. I was then given the option to schedule a 15 minute phone call to speak with a case manager about the decision which I did. Now I understand the fine print states that they will buy your item for a comparable item for less than retail, but c’mon…the offer is barely 1/3 the cost of a heavily discounted item at Lowe’s. Why does Lowe’s want that product off the floor so badly. They did agree to send a check instead of the e-gift cad but now I’m out the $65 service fee, at least $1,000 for an oven, and the $650 for the home warranty. This is a joke and they need to make the fact that they do not replace items more prevalent on the website and not use email subject headings for their clients that are advertising, not truth.

Customer: Charles McGann

Coverage Address: Policy Number: [protected]

1616 Brook Run Dr

Raleigh, NC 27614

Mailing Address:

1616 Brook Run Dr

Raleigh, NC [protected]

We had a washer failure right after our policy started and after the 30-day wait time. We entered into a 3-year plan after spending 24 years with Home Shield Warranty and brought my brother James from HS to CHW as well.

Our first experience is not going well giving me the idea that I made a mistake.

The Service tech show up within the same day - I was VERY impressed when he needed to order eh washer pump - no surprise, I was ok, and when he schedule a return date for November 7th, I was a bit taken aback, but he said that when the parts came in to call and ask for next day service. Well, the parts came in on 10.25.22 and I called asking for 'next day" service. seems like there is no such thing as I keep getting told - my date for repair is 11.7.22 and which is 2+ weeks from the initial diagnosis and 11 days from today. I need this corrected and the service tech assigned to fix this issue today

On October 26, 2022 I called Choice. Discussion: had two policies covering warantee services for two rental units located in two different cities. Both polices paid in full. One unit was sold before the policy expiration due date. Choice said they would transfer the remaining paid premium, and time, to the remaining rental. This transaction was not done! Choice cancelled both policies - one on the "sold" date and one on its original expiration date.

I did not receive a refund for the policy on the sold unit nor was the premium and extension period of performance transferred to the unsold unit as I was told would be done.

i have talked with several Choice Departments and personnel who state both policies are expired and no premium nor extension coverage is on record; and, no premium will be refunded nor will there be any policy time adjustment on the unsold unit. I lost $695 which should have been refunded on the sold unit.

For appliance replacement they do not consider actual cost or value of what you actually have but some unspecified generic "equivalent" based on features not brand or finish. They paid $249 as replacement value for our $929 MSRP Whirlpool with black stainless finish. Worst customer service experience of my life. Would even recommend to an enemy much less friends or family.

I called and requested a service for a washer a serviceman came out and inspected the washer I was then contacted by a claim person from CHW and was told That they would award me $547.00 as it would be only half the amount it would take to replace the washer the award was $547.00 for replacement I disagreed with the amount and was told that they would not offered me any more money I was then sent a email requesting a 15 minute phone call I agreed to make a appointment to receive a call they did not call at the appointed time I called after not getting a call, and told they had called which was a lie I was again told that I would receive any more money than originally offered I was then received a voice mail on 10/13/2022 and told to call a number that was not a working number since that time I requested a dispute action as I notified the BBB and was told CHW was not a member and that CHW had D+ rating at this time I would like to file a DISPUTE hearing Claim# [protected]

The first time I had them out I believe is July ,26, 20222, at that time the whole refrigerator had shut off.

The guy came from Imperil, he pulled the machine out and it had a clear plastic line running up the back that was frozen, he cut it off, replaced it., and said, thank you.

Now I am not sure on dates, but that company came out about 5 more times, the last time the guy was mad and hit the icemaker on the machine and said it needed to defrost 48 hours and walked out.

I was like a month after you come it needs to defrost, I am handicap, elderly, with no family. I told CHW that that was what I paid them for, (and by the way I have never missed a payment since this has been going on.)

Now up to date they scheduled about 5 or 6 more people to come out, some have shown some have not, but most importantly, no one has fixed my refrigerator. If anything, they have made it worse.

I have had to arrange my schedule to fit as they come or not. Right now, I am at the point of having to put a chair by my refrigerator, because s long as it takes it to put out ice if it does I can't stand that long.

My cooktop burner quit working in the spring. Choice wanted to give me $371 for a $2,000+ replacement. In the contract it says if it cannot be repaired they will replace it. I had some deaths in my family, son, etc. and got a little behind on my claim. My rep Wishon and I emailed him and called him several times without any return calls. Now Choice wants to charge me another $85 to come out and look at my Cooktop when we know exactly what’s wrong with it. If they cannot fix it they should replace it with the same or comparable item. Not a $371 Lowe’s gift certificate. They can take it and shove it worth sun don’t shine

I have had three service calls while having this home warranty. They choose the most unprofessional companies. None are top companies and always have problems or do not show back up to complete work after taking the deducible payment. Once you call the Choice back it is a run around and frustrating. I will never use this company again. One instance alone was my garage door. Called claim in May still not completed and it is October. Now they want me to pay all over again.

This company promises to fix many things in your home if they break down. While they say they cover the whole appliance, what they don't tell you is that they don't cover any of the parts in the appliance.

When you call for a repair, the tech will tell you what part broke, and then Choice will tell you that part isn't covered.

When you actually have a part that is covered, they won't pay to actually repair it because the appliance is too old. So they come up with a nominal figure (in the $300's seems to be their amount), even though the repair is more and so is a replacement.

They also have a reputation for not paying their contractors, so now there are no contractors that will do business with them.

This is a total scam company. I am going to try to cancel my contract. Their information says it will be protrated minus service money. We'll see if I get anything back.

Claim number [protected]. They are refusuing to repair the furance be caue they said that the serial numbers on the furance are different as reported by their service tech from last year 2021 to this year 2022. Mind you we never see the service reports therefore unable to validate the information on the service ticket that is submitted by the service tech. I assured them that I had the furnane that is in my mothers home who is 93 installed in 2021 and I do not understand why the furance should not be repaired.

Choice Home Warranty has placed our account of a freeze of sorts for 180 days. During that time we will not be paid for services already completed nor will we receive any new work orders.

I was told this was due to our stats being too high per claim and they wanted our stats to go down. My first question was how are we to fix our stats if you refuse to send work orders to us and then why are you not paying for work already completed?

I get the same response "we cannot re-enable the account, any payments on hold due to you will be released after the 180 hold is up on the account. Please follow up in February to request the payments to be released"

They owe us over $5000 for work that was completed months ago, PLUS they expect us to install another hot water heater knowing they aren't going to pay us. The customer will have to go without or call them to complain because they feel it's ok to stiff their contractors who are doing good work for them.

Be advised,

This is a comprehensive sequence of events to describe choice home warrantee failure to vet and provide competent service contractors.

Our first interaction with choice home warrantee came with the service request for our dryer 12/21/21. The service company dispatched was an independent vendor” Home Pro Expert” in which there was a language barrier in my ability to communicate with. He determined the dryer would not heat in which he replaced a heating element from a reel of heating coil he brought from his car (not a factory part). His car did not display any markings that vendor is a valid licensed contractor. The dryer was heating at time of completed service. After 2 days the dryer stopped heating again. An additional request for repair was made on 1/3/22, the same vendor Home Pro Expert came out and determined a different part was needed. We requested a different person be sent due to no confidence in Home Pro expert. A service vender “ Prompt appliance repair” was sent out and told us that the previous vendor shorted out the installed parts and had to order additional parts. Choice warrantee elected to replace Dryer since the cost incurred by to many service calls and parts.

Our Range stove top – service request was made 8/1/22- same person from Home Pro Expert showed up and determined a defective control switch. He returned to install part with his young son and was teaching how to do service repair ( I was not at home my wife was) . The problem I have with this is if in the event his son was injured in my home, I would be subject to homeowner claim. After he installed switch, he told my wife it was done and left. That night cooking dinner it was discovered that one of the stove top burners would turn on without activating its own control switch and would not shut off until we turned off the breaker then turn back on. We were done cooking and with all the burners off the same burner randomly turned on. Concerned for a fire hazard we kept breaker off. We made an additional service request and requested a different service company be sent explaining again no confidence in Home Pro Expert and to never send them to my home again. . A company “Let us fix it” was sent out. I was present during this service call. I observed and took photos of burnt control switches which I sent to “ Let us fix it office and to Choice Home Warrantee, The service tech determined failed parts, stating the controller and burnt control switches should be replaced, and we were told that the findings was turned in to Choose Home Warrantee whom approved to order parts. I had called Choice home warrantee to confirm approval and when parts would be available and gave me a date of 9/26/22. I communicated with Let us fix it office in which I got voice mail most of the time with no return calls as requested on voice mail. Finally 2 days later, I called from a different phone, so I asked if they were avoiding my calls, I asked to confirm they ordered parts and when parts will be available , they said 3 weeks and that they had ordered all the parts. Around 9/26 I called “ Let us fix it” to get status on parts arrival, once again getting voice mail and no return call, I called Choice Home warrantee to express concern who also tried to contact them and was also sent to voice mail. I finally got someone from “Let us fix it” to answer and the girl that answered explained the two women handling office had left and she was trying to handle the issues and explained everything was in disarray . I asked what happened in which she stated could not discuss. I asked about the service that was scheduled for 9/26/22 to install replacement parts to which she said she would find parts. She returned call to explain the parts were never ordered. Very frustrated! After 2 months of this- Now I call Choice Home Warrantee again to advise of this situation Note: each time I called Choice Home Warrantee I got a service rep that i had difficult language dialect for me to understand and evidence that this is nothing more than a overseas call center, I had to explain my entire situation again and the service rep seams very unconcerned . she left me with option try to stay with “ Let us fix it” or get another service rep. I elected to try service rep #3. The 3rd service contractor “SEARS/ A&E factory service showed up on 10/4/22, my wife was present and Luis from Sears stated he was not aware of any of the prior circumstances , my wife turned on the breaker and he only turned burners on and stood and observed, said nothings wrong. My wife called me and I spoke to Luis and asked if he was told of the previous findings of burnt components, he said no, I asked if he opened back to observe he said no he did not need to stove was working. He was very rude to me and my wife. So I asked him if he was unwilling to do a proper inspection, he said he was going to report nothing wrong with stove. NOTE: two of Choice home warrantee Service companies said there was replace one part and ordered or was supposed to order other parts! Luis “Sears” suspiciously made insulting comment that a lot of people report issues with appliances not working and are trying to get new appliance. Very interesting that In my previous frustrated call to Choice home warrantee , I said to operator that due to this 2 month debacle- Choice warrantee should just issue a replacement of stove. How interesting that Luis from Sears makes this comment to my wife.

My purpose for this long explanation describing the incompetence and extremely horrible service from Choice Home warrantee and its vendors is to hopefully get someone to address and correct your company and help others to avoid this frustrating experience I have had to endure.. Be advised I will be telling everyone I can of this experience with Choice home warrantee and will seek to place my complaint at every possible consumer venue I can find.

Within the last 6 months my hot water heater and washer when out. Choice would not pay for the repair of my hot water heater at all because according to them I did not follow the correct procedures. I appeal and never heard from them again. A month later a two year old washer machine stops filling up and since the part that needed to be replace was part of the control panel Choice would not authorize the repair but instead offer me a replacement value. My claim for the washer was submitted in on June 20th I received the replacement value for a 1050.00 washer of 373.00 in a Lowes e-gift card. I ask the claim assistance can I not received cash. Because the new washer was not sold there. I was then informed that the gift card would not expire. So basically, since I don't shop at Lowes I was just out of a washer and had to replace it at my own cost. DO NOT GO TO THIS COMPANY they will take your money and when you need to submit a claim they will not paid. I had this company for over 3 years and these where the only two claims I ever submitted.

On I believe 9/11/2022 someone from A-! Electrical & Plumbing came out to replace flapper for toilet running. He took the old parts out and replaced with new one. Toilet was not leaking before he came. It flushed fine. After replacing the part, I know he screwed the bottom bolt in to tight and cracked my tank. He flushed the toilet again and immediately asked for towels. He used four towels, because the water was coming out that much. HE THEN CAME DOWNSTAIRS AND SAID THERE IS A CRACK IN THE TANK. It wasn't there when you replaced the part.

I called Choice Warranty and a complaint agent was supposed to get back to me. I HAVE HEARD NOTHING.

Choice Home Warranty is a Fraud!

They do not pay claims!

I am new with them this year and I recently trying to use their services. They do have a system sending out technician quickly. However, they do not pay claims period!

They are only taking my money for the coverage that they do not provided.

They are fraud!

I bought Choice Home Warranty with a piece of mind that my house may break down and this is the 1st time I used their services.

I bought the services in February 2022 and recently used their services.

We have a water stain appears in our ceiling in our bedroom upstairs it went from pretty much the door all the way to the window in diameter.

I submitted the claim, they sent out the Plumber, the plumber came and said it is AC line that leaking since the bedroom is situated right underneath the attic where the A/C water line drain to the outside the house in case the A/C is stoppage. I paid for the services call deductible for this service.

Again, I filed another claim for A/C. This time, it takes 3 reassign before the technician can finally come out. The first 2 did schedule the appointments and they did not show and no phone calls. The whole processes until the 3rd technician came out took almost 3 weeks. This is unacceptable. The A/C technician came and said it is not A/C and it probably the roof. Again, I paid for another deductible for the service call.

Again, I filed another claim for the Roof. The roof technician came out and said they discovered a few more area that needed repairs that I have not known. I thought this might be a wear and tear because i have no known roofing problem. I was under impression that it will get repair by Choice Home Warranty since I also bought the coverage for the roof. However, it said limited.

A day or two later, Choice Home Warranty sent me an email and denied the repair for the roof. I filed an appeal and they said whatever wrong with my roof is not part of the limited coverage. I ended up paying most of the roof repair out of my own pocket.

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After I repair my roof with my own money. I filed another claim to have the drywall repair for the Bedroom Upstairs where the water stain occurred which is the same one that started the whole story here.

Choice Home Warranty sent out another technician to inspect the area again. Since the original claim, my area had some rain and it damaged a few more area in the house due the the damage of the roof. After the inspection, I received again another denied claim in about 2 days later.

As a Homeowner and a Consumer, I bought the Home Warranty to protect my house for wear and tear and with a piece of mind. I feel that this company is a Fraud by denying all the claims that I submitted.

I pay the monthly fee for the protection and every time the technician came out, I have to pay a deductible. Choice Home Warranty is not helping me and refuse to pay for all the repairs.

If you want to buy the protection with this company, please really think carefully. I think this company is a fraud!

Refrigerator not cooling but freezer portion working. Called Choice and was told a repairman would be at my home in a month to check it out. A month goes by with food in coolers and purchasing ice every 3 days when the repair person comes and says we need a chiller and a motherboard. Choice would only ok the motherboard repair even after the tech said we definitely needed both to get the appliance working. Motherboard came in 2-3 days but was told that a repairman couldn't come back for another month!. A different tech came, put the motherboard in and left without checking to make sure it was working. The next day we checked and neither the fridge or now the freezer was working! Called Choice again and they said it would be another month before a tech could come again to check it. After daily calling and complaining, we got someone to get another repair company to come within a few days. He looked at the refrigerator and said that it was a hopeless cause and would report that it was unrepairable but said we would then have to fight with Choice to get any money out of them to replace it. He was right, Choice came back with a ridiculous figure that wouldn't even cover the purchase of a a small apartment fridge, let alone a $3000 home refrigerator. After battling with them, no return of phone calls and rude customer service and department heads, my husband told them he wanted our money back as they have done nothing for us except break our freezer and not repair the fridge. Now we are out a huge amount of money and 5 months later still don't have a refridgerator/freezer that works. This company is the worst. Terrible customer service, wait time for repairs and department heads who won't listen to the repair techs who recommend what needs to be done. They take your money and don't repair or replace anything. Run, don't walk away from this company.

My A/c Stopped working in late July. freezing up and such. It took them two weeks to get a tech out here. He was here about 10 minutes said there was a leak in the unit and it would have to be replaced. Took pics and serial number. Three days later Choice sent me an e-mail and said "Good News your covered" i was happy for about two minutes when they told me i needed to give the technician 1,800.00 the day they arrive for Non- covered items PLUS I needed to give Choice an ADDITIONAL 895.00 for the condenser! They cold not tell me why. When the unit arrived more than 2 weeks later .it was the WRONG one... The install tech was good but it didn't get finished until Sept 22nd. No need for an A/C now. when i start it next year it will be out of Choices warranty if something is wrong. They ripped me on the water heater a couple of years ago too. saying the pressure tank wasn't covered and that was almost 600

service men arrived and had unit disassembled and repair piece in hand, they called and were told no they were going to email me to replace the unit. I got the email it mentioned amount of 191. having no idea what one costs I accepted the email so the service folks could put my old on back together and go home. After waiting over a month I called about the amount that I never recieved by this time I looked up my unit on lowes site and found the unit to be 329 + 132 installation+41 to have it hauled off. They said they would have to have a case manager call me within 48 hours...after waiting over a week I called again had to go through the whole process again...now they transfered me to the resolution center...she enformed me that she would have a case manager call me...guess what...no call. So I called again, and yes had to go through the whole process again so I asked to talk to a supervisor, nope...gotta wait 24 hours. wished I would have never done business with such a customer unfriendly outfit.

I put in a service request for our air conditioning which quit working. A service person was assigned and we were told that they were unable to take care of us for 10 days. Outside temp was over 100 degrees & had been and forecasted to be. Called Choice and agent told me there were no contractors within 150 miles other than the one assigned. We are elderly with health issues and could not be without ac. I was told when I signed up with Choice that we would always be serviced within 48 hours. After researching contractors locally, I found that they won't work with Choice bc of not paying timely, takes at least over 90 days to get paid or would deny the billing.

I would not recommend the Choice Warranty Company. I was with another company and changed. Big Mistake! Save your money and go with a reputable company with good review