Choice Home Warranty
Reviews and Complaints

I filed a claim on Sunday 9/12/21 when my Air Conditioner stopped working. On Monday, 9/13/21 I called Choice Home Warranty Customer Service when they thought they could have a Heating and Air Conditioning Contractor at my house to get look at my A/C. My wife and I are elderly. I am 71 and my wife is 64 with health issues. I called everyday after and all I heard was we are working on finding a Contractor. After a couple of days I wanted to speak with a Supervisor and was told by the Customer Service my claim was escalated to the Dispatch Department when a couple of days later I found out this was just a ploy to keep me quiet. I called the Sales Department and they forwarded me to the Resolution department to speak with a Manager. After 2 days of speaking with 2 Managers Reno and Bob they promised to call back and that never happened. The Customer Service Dept. pushed for me to use the Reimbursement Program. After an extensive research I found a local A/C and Heat Contractor who was reasonable but they refused to wait for CHW to pay them because CHW did not pay their bills or found many ways to just make partial payments. Realize at this point my wife and I had to endure the heat for 10 days because CHW could not find a Contractor. I spoke with a couple of local A/C Contractors and they refused to deal with CHW anymore. Most A/C Contractors I spoke with wrote off thousands of dollars of work because CHW refused to pay the Contractors. I found a Contractor who came out and evaluated that I had a leak but could not find the leak. After an hour the technician could not find the leak and suggested that he put dye in the system to find the leak. I paid the Contractor out of my pocket and submitted the invoice to CHW. I was notified that the invoice was accepted and CHW would send me a check. However I had to wait for 30 days for the check. I asked to expedited the check because I am retired and on a limited budget and CHW told me they don't expedite checks. I asked the amount and it was $150 less than what I paid the Contractor. I know that I had to pay the $85 deductible. I asked what else that CHW didn't pay and they told me they would not pay the $20 trip charge and don't pay for the dye because I didn't have approval for repair. I said "WHAT"? I explained to them that the Dye was needed for evaluation and not repair and CHW disagreed. So at the time of this report I am still waiting for my check. At this point I really do not like it when they say "Thank You for being a CHW valued customer" when they have treated me horribly.

Choice Home Warranty (CHW) has 1 and only 1 office with a toll-free number, and their office building is located in Edison NJ. CHW contracts companies local in your area to perform the repairs, but Yelp keeps removing my review because it appears my content depicted an experience at CHW office headquarters.
Ive rewritten my review 3 times now, explicitly stating that although office is in NJ, they dispatch companies local in your area to repair/replace the appliances or plumbing…

Placed a call to have the oven fixed way back in March of 2021. They sent out an auto mechanic who told me he only did this on the side. He messed around with the stove couldn't get it to work, told me he'd have to order a part. Didn't come back for 2 weeks, I called and called Choice, they finally told me they'd pay for a new stove and would send a "gift" card to Lowe's.

I went in August to price stoves since it just occurred to me I'll need my oven to make things for the holidays. Still haven't received the "gift" card. Took all the info for a new stove along to Lowe's. A new stove costs well over $600 for exactly what I've got now. So today 9/25/21 I decide I'm going to call Choice to find out where this "gift" card is and I'm told they "probably forgot to send it". I asked how much it was for and she gave me some ridiculous number around $425. So I'm supposed to come up with an additional $200 to replace an appliance that is totally covered and is just 2 years old.

Unfortunately I paid for 2 full years with this group of rip off artists or I'd go to a different home warranty group. This is not the first encounter I've been screwed over with this group but that's for another complaint. If interested go look at the problems I've had getting my air conditioners fixed and the wall outlets covered.

What a bunch of scam artists... and the state where you live will do absolutely nothing to do anything about these a-holes...
Bought a warranty.
Had a small plumbing leak in shower and an even smaller toilet issue.
Plumber came out and fixed the shower issue, then tackled the toilet issue.
He accidently broke the replacement part I purchased for him to install in the toilet, so I gave him money to go get the part needed and he was going to come back and finish the repair.
That's the last I have seen of him or my money.

Then they sent a local person to fix the a/c.
I live in South Alabama... they sent a 'qualified local contractor' from Mississippi...
Go figure.
He came in with a ball point pen and his cell phone...
He looked at the part I requested to replace, the thermostat, and looked at it and told me it was dirty.
He then went outside and looked at the actual a/c unit and took pictures...
He was done, said he would file a report with the people and they would contact me.
Next day, got a denial from CHW because the unit was clogged, dirty, restricted airflow... etc.
The letter declined thermostat replacement...in all of my years of being alive, I never knew that it had a restricted airflow... go figure again...
I had a real a/c company come out and look and it turns out the unit had a bad part and a loose wire, nothing about dirt, clogged, restricted airflow... you know, a reputable a/c company...$310 later, I have air.
Have left several messages for an inept, or possibly just plain stupid case manager who refuses to return a call, and God forbid if I really think I will see some sort of a refund of the $1400 contract.
These people give everyone else a bad name.
They all suck... Choice just sucks more...
If you hold this message next to your ear you will hear the sucking noise, isn't that right, Misty?

Choice Home warranty failed to cover any expenses that they were liable for. I paid for my service and the service should have been rendered. I would compensation for my monthly fees. 63.52 x 5 = 317.60 (these were the months I paid for service but service was not rendered).I filed a claim in May for a plumbing leak. They put a hole in my ceiling. I was required to pay for the plumbing which I did but they were required to pay for the dry wall. They left me with a hole in my ceiling for months so I got it repaired. They refused to reimburse. $350. Water heater broke refused to fix. I would like my service fee $85 and water heater charge $1562. I have tried to cancel my policy but nobody returns my phone call and I keep getting an email that states I cannot cancel unless I speak to someone on the phone. After a month of trying to cancel, they refuse to reimburse any expenses that should have been covered under my policy at the time of the incident as I paid for this service.

September 11, 2021, I placed a claim due to clog in kitchen sink backing up into downstairs sink, Claim number, 133732398I. No tech was available and was offered reimbursement option which I chose. Because of the nature of piping, process of attempting to unclog the pipe was the same as doing a diagnostic. Claim denied for failure of getting prior ok

There was no means of diagnosing extent of clog except by cabling through the roof. The plumber had to use 100ft cable and additional piece of equipment and additional help to clear the clog. I was billed $431, the claim was denied and I appealed.

The case manager, Cassendre Joseph-Tate claimed that it sounded like a clean-out which was not covered and that we the work was started prior to permission. In addition, that it would have been denied any way. Mrs. Tate
was very rude and when I asked who her supervisor was she told me she was as high as I could go.

In august I requested service for an icemaker repair. Your rep came to my house and determined it was faulty and needed to be replaced . I paid my $65.00. Your company did a review and promptly declined to repair/replace the icemaker stating that it was still under warranty and I was to contact the maker of the fridgerator to have it replaced at [protected]. I did this AND the icemaker is not under warranty. There was a 1 year warranty on the parts and labor at the time of purchase in 2011. (Model #FGUS2642LF1 and Serial # 4A11321585).

My icemaker is still not repaired and I am wondering why I paid $1173, 00 for your plan? I bought a 3 1/2 plan and for what? Is anyone going to do anything about this?

My claim for repairing my ice maker was denied. The more I think about it, the madder I get. They said since it was making ice, but not dispensing it, they would not cover the repair. That does not make sense to me. If you have an ice maker but it does not dispense the ice then it is not working properly. We bought a 3 year warranty with them, but will not renew it.

I've been waiting 2 weeks and called every day asking for a Plumber to fix a clogged up drain. Choice home warranty won't let you Just call a plumber to fix the problem. No! they require a Lengthy process Requiring the plumber to come to your home" at your expense" analyse your problem and maybe he can figure out a fix "without actually fixing it". Then the Plumber has to send a quote to "Choice Home Warranty" probably a range of costs. Then maybe "Choice Home Warranty" approves it. If not your stuck with the Bill. Then the plumber has to return to fix the problem.

You breached your contract with me! The contract says...if you can't 'repair', then you replace. I filed Claim # [protected]. A Sears contractor came out on 9/10/21 and determined that the 'water line' that is located IN THE REFRIGERATOR door can could NOT be 'repaired'...because the 'PART' (the door) was no longer available. Choice Warranty claimed that that the part was NOT covered. I filed an Appeal. The 'Case Manager' of that Appeal, Cassendre Joseph-Tate, 'harped' on the 'water line ' was not covered, instead of recognizing the door that housed the water line. If the water line is in the door, and it is 'normal ware and tear'...opening of the door, ...based on what the TECH said, that was there looking at the refrigerator... WHY can't you replace the refrigerator if the DOOR cannot be replaced?

My policy number is [protected]

My dishwasher died the first of July 2021. On 7 July I was offered $256 as a settlement, this will not ever buy a dishwasher and will only buy 1/3 of the needed dishwasher. I requested a case manager and had to wait a month for a 15 minute window on 12 Aug. My phone blocks outside numbers as possible scam so I could not answer the phone, I tried immediately to call the case manger extension back numerous time but no luck. Over the next phones I called twice daily and sent daily emails to try to get help. It took a month to get another 15 minute window. The same thing happened today. The case manager called and left an extension number to call them back. I called back immediately back during my 15 minute and could get no help. For 45 minutes now I have speaking several people who can take a message but not help. I have also sent emails to my new case manager. A phone usually works booth ways, I cannot understand why I cannot call or text my magical and all powerful case manager. This is the most screwed up business I have ever worked with and don't understand how they stay in business. I think their business model is to low ball the customer in their settlement and they if they don't accept it use the case manager technique to beat you down into submission. This is a totally worthless company and organization that I would never recommend, never join again with the experience I have had, and wish I could get my money back.

I am notifying CHW about a 2nd claim that was filed today, [9/15/2021]. The first tech informed me to wait for him to receive the correct part to repair my washing machine. After repeated attempts to contact the tech, he refused to reply back to me. I have called CHW four times to explain my situation, that i was abiding by the techs' instructions. Now i will be getting a new tech and another service call fee. I was told that more than 30 days have lapsed and that i have to absorb the fee. Thank you... 1st claim #: [protected]- 2nd claim#:[protected]

I bought a warranty from Choice, bad choice. I found that they were trying to take 2 take 2 payments a month out of 2 of my accounts. I told them 3 times to stop and cancel. I finally did manage to get them to cancel but I received email and they stated I couldn't get my money refunded. I filed a complaint with BBB and they agreed to return my money and to this date I haven't received a penny back. I'm a 72 year old female and soul support. I'm a diabetic and I need my insulin and I got news on the 2nd of Sept 2021 that I may possibly have thyroid cancer and I'm having a Biopsy on the 15th and I have co pays and I need my money back.

Recently we had a thermal expansion valve (TXV) fail on one of our air conditioners.

Choice has denied our claim stating that there were foreign materials in the line. There would be no way to know there was contamination of a sealed system without opening the system, which did not occur. The valve failed from normal operations, according to the technician that came out, which is covered under the warranty plan purchased.

Both air conditioners were serviced on April 13, 2021 by American Home Water & Air.

After an additional conversation with a case manager, the claim was denied a second time. It is time to request a refund for the remainder of the contract.

Choice Home Warranty is a BIG scam! They always come up with ridiculous reasons to reject your claims. Sept. 2021 my dishwasher water pump cracked due to normal wear and tear. According to the tech sent out by CHW, to repair the dishwasher including labor would only cost $126. CHW denied the claim due to the dishwasher being disconnected. What does one thing have to do with the other? The dishwasher was disconnected because the insurance company crew had to disconnect it in order to pull it out to see where the water was leaking from to evaluate and stop the damage to my kitchen floor. CHW would know that if their assigned case manager would return phone calls and respond to email. The case worker (Tia W.) even failed to call me for my scheduled claim dispute appointment. This is unacceptable customer service. Jan 2021 my HVAC unit was having a problem with the Heat Exchanger and I filed a claim with them. They rejected it blaming it on rust and corrosion which is a lie. According to my conversation with the tech, my husband and the photos the tech sent over to verify his finding, there was no evidence of rust and corrosion. When the tech and I challenged CHW's reason for denial, CHW then said it was due to a lack of maintenance which was totally untrue. I see from many of the other complaints this is their go to when they have no other options to deny a claim. Needless to say, after going back and forth with CHW, I had to purchase a new HVAC for $5, 800. Once again, the case worker (Andre F.) assigned to this claim failed to call me for my scheduled claim dispute appointment. The one claim that was approved was for our built-in microwave which the tech indicated was cheaper to replace then to fix. CHW quoted a replacement amount which was a joke. I had to speak to a supervisor to challenge her to find a compatible replacement at the price they approved for the replacement. She could not do it and agreed to give me enough to cover the cost of a compatible microwave. It was like pulling teeth. Do not do business with CHW. CHW is a complete SCAM and should be out of business. This company should be investigated for deceptive trade practices.

I started researching home warranty companies back in July/August 2021. I made the AWFUL decision to give this company a call/email. I decided not to go with them and have been getting calls 2-3x a week after I have begged, pleaded, yelled and cursed to STOP CALLING me. They call from a local area code robo # so you don't know it's them. They hang up on you before you can ask them to take you off the list. I literally have 20 blocked # in my phone right now trying to avoid them.

I have never made a claim in the 3 of 6 years I have been with this company.
My ice maker had been freezing over for some time so I finally made my first claim. They sent a very nice young man who easily fixed it. I paid the service charge of $40+. I received a call from this nice young man telling me Choice W did not approve the claim. He told me to dispute it which I did. Choice gave me a name to call to help with my dispute. The claim was for almost $200. not alot of money but the principle of it all! After some back and forth between my claim "helper" she told me Choice would split the cost with me. Not being a negotiator, I said ok. In retrospect, I should have asked to speak to the supervisor of Choice because I was NOT a happy person. How small can you be to not honor this claim. Is the ice maker not part of the refrigerator? For their cheapness they will not get my business again and will get bad reviews from me and I would never recommend them to friends.

My policy was expiring and they kept calling, texting, and sending me emails. They have called me every day for the last 2 weeks. I have asked them to stop in a text, on the phone and in emails and it just won't stop. They have called from more than 10 different numbers even though I keep blocking them. This is pure harassment. Sometimes they even called twice a day.

Sirs:

Like many homeowners I placed my trust in a home warranty that would resolve emergencies with plumbing or appliances that needed repair or replacements. Unfortunately, I signed up with Choice Home Warranty (CHW). The company is an unmitigated disaster.

Since 5/30 I informed of a plumbing leak in the office area of my house where I had a wall unit or California Closets installed as well. CHW sent a company called Richards General Services and the person who came to estimate the damage never filed a report. "Margie" who scheduled the appt. was apologetic and said that "Jeff" had since left the company and that they needed to send someone else. When no one showed up a second time, the same lady "Margie" [protected] indicated that they would not want to work with CHW because the company owed them money. I sent a message to Choice telling them of the failed inspection or repair and told them they still need to find another contractor. In the meantime, I have had an active water leak, damaging my walls and floor, producing a stench and stress for my family and no resolution. I have had to incur in out of pocket expenses for water leak extraction and removal of wet floor. Today, I had an appt. with Roland Hawkings (Case Manager) and Shantae at 1:15 ET and they failed to call me. These people do not come to the phone and are just plain incompetent. I am done dealing with them but would like to report their fraudulent advertisement. In addition to the plumbing fiasco, the offer to replace my microwave. I have a built in or over the range one. They only said I could use a $191 card at Lowes (way under what my type of microwave costs) and would have to pay for installment out of pocket. There has been no end to frustrations and lies from this company.

Don't purchase a Choice Home Warranty! The warranty does not cover the cost of appliances. The appliance will not be replaced and you will receive a partial payment in the form of a certificate or purchase card for Lowes. Poor Service!
I contacted Choice Home Warranty on August 8, 2021 regarding my 27" Electric Double Wall Oven that stopped working during baking, had an error message and would no longer work properly. The technician arrived on August 10, 2021. The technician told me the control panel was out of service and would need to be replaced, but this control panel is no longer available, so the entire double oven would need to be replaced. Choice Warranty contacted me to let me know my oven would not be replaced but they would provide payment so I could purchase a new 27" electric wall double oven. The amount offered was $667. I asked where would I be able to purchase a 27" electric wall double oven. The representative stated, that is the price they can purchase an oven for, and she and the company know I can't purchase an oven for the same price they can. I asked the oven be replaced. Choice Home Warranty won't replace the appliance. I was asked to send a picture of the oven, which I did. I was then told I would get a Lowe's certificate/gift card or something in about 30 days in the amount of $1, 000 to pay for the oven. This is a joke! There is not even a single oven available to purchase for $1, 000. I don't want to purchase from Lowe's and the use of my oven now, waiting 30+ days waiting on the certificate/card or whatever form of partial payment is ridiculous. The representative told me I could purchase an oven with my own money from whatever location I want to. The representative was inconsiderate and had a total lack of concern or interest in helping. The first representative assigned to my case wouldn't respond to messages or calls.