Choice Home Warranty
Reviews and Complaints

I have contacted chw customer service as my toilet was not draining out based on the policy coverage toilet was covered. When technician arrived first thing he asked for is 45 usd without even try to understand the problem. As expected he has given resolution within 5-10 mins by trying two times to drain the water from the toilet. As he knows, the policy loop holes that taking out toilet is not covered under coverage, it didn't took long time for him to reach into this conclusion and taken 45 usd. When I escalated the case, case manager instead of hearing out and showing any empathy with customer has refused to listen to me. When I asked her to speak with her manager she said, she is final authority in the company. I am wondering if I spoke to ceo of the company. If she was really ceo, than I am sorry to say she lacks basic concept of the customer service industry empthy with customer. It is easy for technician to play with known caveats of insurance and provide faulty conclusions.

Called in claim on June 4th about my air conditioner unit. A technician was sent out and told Choice I needed a motor fan. Choice approved, however, a few weeks later, another technician came out and said that was not the problem. I needed a compressor. Choice approved the installation but with 400.00 out of pocket fee. I agreed and as of July 4th, I had not heard from anyone about the progress of the installation. I called Choice and was told the technician was suppose to pick it up. My main problem with everything is that no one keeps the customer informed of what's happening. The only time I got a respond to anything was when I called. I finally complained to BBB and Choice said they did what they were suppose to do. There was no explanation, excuse or anything about the length of time I had been waiting during the hottest times of the year. However, after my complaint to BBB, I received an email from Choice saying I would have to pay more than 1500.00 for the replacement. I assume that was in retaliation for contacting the BBB. I told them to cancel the contract because I can almost buy a new unit for the amount they want to charge me. Worse experience ever! No more warranty companies for me

These guys are absolute fraud. My AC unit at home was not working and I filed a claim. They send a technician who diagnosed evaporator coil leak and performs and leak repair, which did not fix the problem. Then they sent another technician that diagnosed that it's a restriction in the sealed AC coil. Choice denied the claim stating that it's not normal wear and tear.

I called to 7/15 to file a claim to get my air conditioning repair was inform that I had to wait until 7/19 to get it fixed to contact Efficient Air directly for a sooner date. I call Efficient Air and no one would answer the voice mail or call me back. Therefore after two days I had to call another company DT Air conditioning to come and fix the problem. Choice Warranty continues to call me me to renew the service agreement I have told them I do not want the service. I also I want a refund of 172.22 for the company I had to hire to repair my air conditioning unit. Efficient Air came out 7/19 to repair the unit i informed them that no one responded to my call to cancel the appointment. I now receive and email from Choice Warranty 7/24 indicating they will be billing me 40.45 to continue the service agreement. I never agreed to continue the service agreement or to bill me. This company is a scam.

I have had choice for approx 2 years. I recently called them for an issue, it cost me $800 they covered none of it. I now have this home under contract to sell, I was going to buy the choice home owners warranty for the buyers and after I ordered it on 7/20/2020, buyers did not want so I called to cancel in the am. I was placed on hold or cut off after 13 times of calling them. I finally spoke to a resolution person to cancel. I had already paid for my original plan until the end of july. They charged my credit card $510.00. They said even though it has not been 24 hours that they will only return $416.00 they would retain the $94 balance as a cancellation fee. A cancellation fee for less than 24 hours. This should be illegal. I would not ever recommend anyone to do business with choice home warranty. The choice home warranty is a scam!

Three weeks ago, our Ac stopped producing cold air after a power outage that lasted several hours. I filed a service order online. After several hours, I received an email stating that Choice could not find a technician for our area. So I called one myself. When the technician arrived, he told me he would not work with Choice Home Warranty because the were way "too difficult" to work with. I authorized him to fix our AC unit - turned out that it needed to be replaced to the tune of $7100. I called Choice. They put me on hold for a very long time. I chose the option for them to call me back...I never received their phone call. As of this morning, July 20, 2020, still no call. So I called my bank and ordered a stop payment for the Choice charges to my account. This is hardly the first time Choice has made it difficult for us. When we first enrolled in their program, we encountered no problems. But in the last three or so years, they've gotten worse and worse. Run, do not walk, away from this company!

July 17, 2020 Client # [protected] Choice Home Warranty One week ago we came home from grocery shopping and found we had no a/c, we called our home warrants company, CHOICE, they said that since it was Fri they could not get it checked until Mon. On Mon no one showed up so we called Choice who said they did not even have a claim on our a/c so we refiled the request. They told us it would be Fri before they could get a repairman out. We live in Southeast Texas and the heat index this week was 112. We said OK because we thought we had no choice. I must mention that my husband is in his late 60's and I am 75 and we went a week in this heat. Today the repairman showed up, he said a power surge had blown out the circuit board and we needed a new circuit board and a new thermostat. Then he told us that he didn't know when he could fix it because the Corona had the parts distributers closed down. We paid his Choice Warrant service fee and he left. A few minutes later we got a e-mail from Choice that said they would not cover the a/c because the repairman had told them we had water in the unit that had caused the circuit board to short circuit. When he left we called another company because we could not stand the heat, He came out within an hour and said that a lose wire had blown a fuse in the system and there was no water in the system, no need for a new circuit board. In 45 minutes he had it fixed our a/c and replaced the thermostat. A/c is running fine and feels so good. I can only draw several conclusions from all this, 1. the first repairman lied to us and to Choice or 2. Choice uses really lousy repairmen and lied to us about the water in the unit, their reason for not paying for the repair. My advise...NEVER...buy a warrants from Choice.

I have been trying to cancel the policy and am unable to get thru
I have been on hold for over 2 hours
The 1st time I was on hold when I got thru after 2 hours thwy stated that the department had closed
Today 7/10 still on hold everal hours and cant cancel if I need to get a policy you can get right thru and they keep chargeing me

July 9, 2020

Dear Sir:

I have waited on hold for two hours for someone to answer the phone. No customer service ever returned my call or called me back or resolved the situation. The customer resolution person did nothing for me.

My air conditioner is 18 years old and is costing me money. My contract number is [protected] and cost $2000 for five years. So far, your company has done nothing for me.

I will give this company one week to replace my air conditioner. If no resolution or replacement. I will go to a lawyer and am asking for a refund of the warranty. My contract started April 3, 2020.

If no calls or call back, I am canceling the warranty.

Sincerely,

Bryon Coe
[protected]
[protected]@icloud.com

Put in a claim after a week and s half they sent out a technician. H took my $75 did not fix the problem. Hr told me he sent in his report to Choice Home Warranty for approval. I called every day for 3 days. I was told that my claim was under review and that ai would receive an email with the decision. I call again and explained that I was in a heatwave of 90+ degree weather. I was told that I needed to first pay $1, 500.98 in upgrades before the could do anything. I explained that I'm 73 years of age living on my Social Security in the middle of a Pandemic (Covet-19) and that it is so hot inside the house that I can hardly breathe. Sorry unless the money is paid first we can not help. I put my claim in on June 19 today is July 7, still battling 89degrees inside the house, without any help in sight.

Last June/2019 we were exercising problems with our central airconditioner. A technician was dispatched and evaluated the compressor was in need of replacement. Choice home warranty declined to replace it due to the unit still operating.
This June/2020 the unit completely failed. Again a technician was dispatched and determined that the compressor was in need of replacement. Choice home warranty declined the claim stating that the failure was due to"lack of customer maintenance".
Choice home warranty makes their evaluation disregarding professional findings.

after waiting 3 days for a call to let me know a service person will call for an appointment, i finally had someone come on friday june26. i thought the dryer was fixed. when i did a wash that night, and put the clothes in dryer, the dryer did not dry clothes. cold air came from dryer. its been a nightmare trying to get a repair person back. my house phone dyed with low battery. after many hours of trying, i finally got call that a service person will come on july 7. why should i have to wait 11 days for service? please help to get someone here sooner. i have two policies with choice home warranty. if this is not resolved sooner, i will cancel both. thanks.

On 5-22-20 we placed a claim to get our AC fixed as it was not cooling down our home. We had asked for the Tech that was working on our sons home with Choice Home Warranty. On 5/23/20 we received an email stating that they had assigned our AC issue to the same Tech as our sons. That he would be out on 5-25-20 between 3 and 8pm. I called the Tech that afternoon to see about what time he may be at our home. He informed me that he quit working for Choice Home Warranty as they have not paid him for his services in 3 months and he can not run a business like that. I called Choice Home Warranty (CHW) to inform them that the Tech was no longer working for them and to send out for another AC Tech. On 5-26-20 I receive a message from CHW stating that the same AC Tech was coming out on 5-29-20. I called CHW again and asked if the AC Tech had changed his mind, which he hadn't so they sent out a new email asking for a AC Tech. We live in FL and I needed AC due to health reasons, we had stayed in a hotel prior to getting our AC fixed. I sent back to CHW on 5-27-20 that we would have our AC Service come out and look at the system. Our AC Service came out on 5-28-20. The email that we received back from CHW stated to call this number to get the problem approved. CHW are no longer approving repair over the phone due to Covid 19. My AC Tech tried to submit the claim on CHW Site like they asked for. It would not take it and said "Diagnosis Total Does Not Match". Called CHW to explain the problem and I had the AC Tech fix our AC Unit as we could not get in touch with CHW and I needed the AC. It took over an hour to get an answer from CHW and the Tech had it fixed and was off to another job. CHW had reset the Submit Your Claim and this time it had the AC Tech name that had quit and not add Your Own Tech, so when he came out the next day he still could not Submit the Claim, I waited about another hour on hold to get someone and my AC Tech had already left. I emailed CHW all the paperwork on Submit you Claim so they would have what they needed. still not able to submit claim. On 6-1-20 I informed CHW that we finally got to add "Customer Own Technician". I was informed that the claim was opened so we could submit the paperwork, we still got the same message "Diagnosis total does not match. At time I finally asked for a phone number so I could speak to a real person about submitting my claim and not wait on hols for an hour our so. I sent "Submit Your Claim" to 2 different emails and a copy of the Diagnosis and Cost. I swear the staff at CHW do not read the comments on the Claims. On 6-16-20 I sent CHW the phone number for the AC Company and the AC Tech. Which they had on the Diagnosis and Cost Service Ticket. Only thing I have received and keep receiving is that CHW explains the whole problem on COVID19. I am still trying to get reimbursed for getting my AS fixed. I know I had the AC fixed prior to approval. That is due to the fact that my AC Tech could not get in touch with them due to there problem with the COVID19. As to my sons AC Unit CHW still hasn't been able to find an AC Tech to come out and complete the job that another AC Tech started and quit. They say that is also due to COVID19, but I think it has to other issues like CHW not paying there service providers or the problem the service providers are having in getting paid and approval on repairing items. I would like to receive payment and get my sons AC unit fixed.

Horrible experience. Was told that our double oven could not be repaired and was offered $599 to replace both ovens which is impossible. After being assigned to Marc Ruehle we repeatedly called and emailed with no response. Finally received a return call after .4 weeks. Mr Ruehle was rude, never apologized then stated they only pay up to half the value for a buy out. Amount offered isn't even a third of what it will cost to replace our unit. After reading other reviews I am surprised this guy is still employed. Very disappointed with this company. Do your research. I wish we had

I wanted to let you know about the horrible customer service experience that I received from your company and one of the repair services that you utilize. I have been on the phone with them the majority of this afternoon regarding a repair company called Extreme Appliance. My initial contact with your company was actually to complain about Extreme Appliance and how they unprofessionally handled my claim. They first appeared on my doorstep without any protective gear on (no mask; no gloves). He came in and could not correctly diagnose my issue with the refrigerator; however, he instead guessed that it might be a fan. I explained to him that I've had several service calls on this refrigerator and do not want to keep spending money. I wanted him to be SURE that the fan was the issue. He told me that he would need to go out and make a call to his boss and that he would be right back. He came back within a few minutes and had a ticket written up, and I asked him what was the ticket for, he stated that it was to replace the fan in the freezer. I asked if he was sure that that was the issue, and he shrugged his shoulders and said that was what his boss told him to write up. I then advised him that my freezer has been fixed on several occasions, lasting only a month or so, and then it breaks again. I can't keep paying $45.00 for repairs, and it's not fixing the problem. I asked him if he thought that maybe it needed replacing, he said possibly but that my warranty company would have to determine that. I advised him that you all, Choice Home Warranty, informed me that he would be able to make that decision and submit it to them. He quickly told me that he would have to speak with his boss again and that he would be right back, so he left out and never returned. I attempted to reach out to him to see what happened, and whoever was on the other end of this number [protected]) was extremely rude and sent very nasty text messages to me. He was unprofessional, and I never want Extreme Appliance sent to my home again.

Also, I attempted for three (3) hours to report this experience to Choice Home Warranty (CHW). I did have one supervisor to give me a callback, but since I was told that it would be 24 hours before I heard from anyone, I missed her call. She advised that I could call back in which I attempted to do but to no avail. The phone was disconnected twice, and I was sent to a non-working voice mail, at one point, too. I'm very disappointed with the service I have received from CHW and the repair company you sent out here. I have filed a complaint with the BBB. I want my refrigerator to be replaced instead of paying for repairs that are not working.

Several times I called for service & was told that no one in my area would reply. I was advised to get my own repair service & they would cover their cost. The last service call was for my A/C unit which needed 5 Gals of gas. The unit holds 6 Gals. which anyone could tell that there is a leak in the unit. I had the gas replaced & did the necessary paper work required. After waiting several days, I called them to get a status of my claim. I was told to get a leak test done that cost several hundreds of Dollars. I asked what about my original claim be settled and was advised that don't cover leak test & they cover replacing gas in the unit. I can't understand why anyone would tell me to get a leak test if its not covered & have me spend several hundreds of dollars if they don't cover the replacement of gas. I learned that they are a fraud when it comes to repairs. Pay attention & read the fine print

Was told when we purchased home warranty that we could cancel within 30 days if the warranty was not what we were looking for. Tried to cancel within the 30 days only to be given the run aroud by representative Joshua. They are given us a hard time in getting a refund within the 30 days. Would not recommend this company to anybody. Customer service is hard to contact.