Choice Home Warranty
Reviews and Complaints

I live in Texas where it is very hot. My a/c went out and it took them 3 days to send someone out. The repair guy said it was my compressor and compositor and I will need a new unit. After calling several times begging them and I was even told by a rude customer service rep that they are a warranty company not a emergency company. I told her I have a new born baby and a 6 year old at home and the director of escalations told me not his problem claim denied due to my error that it was my fault and I would have to submit 3 years of maintenance records to prove it was not my fault even after there on repair man said it was not my fault nothing I did caused this. I am complaining to everyone and try to get enough people together for a class action law suit they cannot do this to anyone else...I am still without air...begging this heartless company to honor there promise to cover my a/c.

I am selling my house and my home inspection showed many mostly minor things. I called them and get a very rude and hard to understand woman on the phone. They will send someone out to check out the AC but they said no on every other thing I mentioned. They asked if I had looked at my book but I don't remember ever getting a book. I unfortunately paid for a five year plan. I won't be recommending them to anyone for sure. I tend to trust the people that I know to fix things in my house but thought this would be financially helpful but I was wrong, wrong, wrong.

And, now, to make things worse, the number I called that they sent me for AC repair got someone who had nothing to do with air conditioning repair.

Run, don't walk away. If you are looking for a Home Warranty, go elsewhere. I gave them a 1 because negative numbers weren't available. A/C unit broke. They won't repair due to "lack of maintenance." The company that THEY sent out said that lack of maintenance wasn't a problem. I do maintain my unit just don't have documentation. There was a $780, 000 judgement against them for these same unsavory business practices. It's a common theme with them. It would be a great company to go with if you have extra money you don't want and don't file a claim for a big ticket item. It's what they do. Look at the judgement at New Jersey Division of Consumer of affairs.

claim #[protected] My name is Trenton Roach
on 6-16-16 I notified Mr.Aamir Nagaria of our home a/c unit not cooling. I am currently owner of the home, but he purchased this company for me
and put it in both of our names. The property is located at 16822 britford
Houston tx. 77084. This property was built in 1994, and the rheem unit
placed in it was placed in it at that time making this unit 22 years old. I personally have been in the home three years, and was told by several a/c professionals that this unit has far exceeded its life expectancy.
Once the contracted person finished checking everything, he discovered
the mother board was bad and the compressor as well. The technician
advised choice warranty personell and sent pictures of the unit to them
on 6-16-16. The decision was made that this 22year old unit was not properly maintained. I called the company and spoke with two people
and I asked to speak with whoever was in charge.
This search for more help lead me to someone who said he was allen cooper and his emp# was 8254. I explained to him it is appalling to me
how a company can easily take our money and not deliver when we need
them MOST! This individual sounded like he was younger and had never
experienced life. Not satisfied with his rationale I asked for the next person in line and he informed me that he would NOT and that it was not company policy but his.
I want to say as I type this, it is currently 94 degrees in this house and we have three infants. It is a shame that common sense is thrown out he window for money, which you gladly took, and by the way mr cooper enjoyed stating I could not get a refund but I could cancel.
Iwant you to know I am a retired fire fighter paramedic and I truly do not
know how some can sleep at night knowing they could have made a difference and didn't. WE did know such thing!

Subject: unfair treatment to my claim

Claim #[protected]
Date: 05/06/16
Problem:Front burners giving issues, not working properly

Dear Sir/ Madam,

I filed this claim more than 40 days ago, I am totally frustrated .

Technician visited 3 times after calling multiple times to Claims dept. of Choice and technician from MIRA HOME REPAIRS.

Different Diagnosis at each visit
1) After 1st visit Coil need to be replaced.
2) After 2nd Visit regulator need to be replaced.
3) After 3rd Visit Glass has scratches from inside.

So the final diagnosis from him after so many visits that Glass has scratches from inside. I fail to understand how come glass of cook top has scratches from inside. So he said you cannot view your coil working or not.

Before his visit it was working sometime and after his visits, the outer rings of the coil completely stopped working.

And claims department is not ready to listen and stating that glass is not covered under warranty policy.

As per my view:
The technician is not capable to fix the issue and he knows glass is not covered and Choice will close the issue.

Choice claim department should understand there is no role of glass to flame the coil partially. If in case there is role of glass then it should complete stopped working not only outer circle why inner circle is working properly.

On May 29th, my Washer (LG Front Load) was not getting any power and I report it to Choice for repair. They assign Enterprise to do the repair. During the initial check, Enterprise discovered that I needed a new circuit board and was told that they will order the parts and notify Choice. On June 13, I spoke to a Choice Claim Representative and was told that I am being a offered cash in the amount of $300+ instead of repairing my washer. I told the representative that my washer is an LG front loader and will cost around $1200 to replaced. But she explained that as per Choice Warranty Agreement, F.16, they have the right to offer cash back in lieu of reapir or replacement. I asked how much would the repair cost and was told $403. But if I choose repair, then the washer will no longer be covered after the repair. But if I take the cash back and buy a new machine then it will be covered and she increased the offer to $450. I told her that the price to replace it would cost more and was told to review and to call back.

Today, June 15, I called back but the offer stands. On both times, the representative talk fast and would try to intimidate me by stating that "I need to listen and not interrupt." I think, it's a tactic used to intimidate customers. I had to stop her from talking and let her know that she also need to listen. I quoted F.9 of the agreement, "We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency..." But then she kept on going back to F.16. I argued again that the $450 was not near enough what it would cost me to replace the washer (which was top of the line front load LG washer when I purchase it around Nov 2010). But if I chose to have them repair it, it will not be covered after that. That's not a win-win at all.
When I purchased the insurance, the agent told me that they will fix a cover applicance and if they cannot fix it they will replace it with the same appliance and if not available similar to the one I have. Now, Choice is telling me that they have the right to just offer me a cash back at the amount that they determine.

Choice Home Warranty (CHW) is considered as SCAM business as evidenced below:
Trick 1: CHW sends you promotion via email that shows the first month free when you sign up for one year agreement but turns into last month free when you request a cancellation. In addition, they will provide their favorable sites such as ‘Consume Report’, Angie’s List’ where you may find top raking for CHW as likely biased comparison.
Trick 2: No where you can easily find policy cancellation fee that is often ignored by many customers, whereas you will be told there is no cancellation fee even though you asked on phone. But definitely they charges you $50 cancellation fee that is a tactic to hold you. Trick 3: CHW did not clearly tell you if the issue is covered and simply send contractor there with your co-pay $60 for sure. If ended up with no coverage, they made business with their vendors and you give away your co-pay. For instance, any tank leak from water heater is NOT covered as reported, but they clarify at the beginning and denied afterwards. You get none coverage but loss $60 from your pocket while estimation for serving water heater is typically free of charge.
Trick 4: Wen you intend to cancel your membership, they show their “courtesy” to offer you some cash for supporting your project that is not covered. If you feel happy to take it by being told this offer is nothing related to your future cancellation, you virtually fall in next trick.
Trick 5: The cash offer will be certainly deducted from your refund with cancellation. That sounds fair but you stay longer and ends up with more prorated monthly deduction (1st day is counted as one full month). Then, you will be convinced to stay due to limited refund (subtracted from cancellation fee, courtesy-offer, and total prorated with number of months). What happens if you insist your cancellation no matter what?
Trick 6: Now, your cancellation will be denied unless you sign a release-agreement that will seal your month of speaking / writing to public about your comments and complaints. As a side note, it takes few minutes to talk to sales man but more than 30 minutes to connect to cancellation department where you may deal with tough person who will play all tricks, not limited, as mentioned above.
As you can tell, trick 1 through trick 6 is well designed as a scam-chain that tightly hold you from leaving their business. Finally, I decided to risk my refund but, instead, speak out to public. It is our common interests in stopping such as dishonorable business while developing a trustable community.
Does CHW mind your complaint? Not really since their poor services have been complained so many that they can still continue their scam business no matter what.
Please compare what HCW self-claimed 5 stars services vs public reviews including BBB below.
http://www.choicehomewarranty.com/buyers_sellers_testimonials.php
http://www.consumerreports.org/cro/news/2014/09/why-you-should-avoid-home-warranties/index.htm

May 30 I call CHW to come to look at the electric water heater. It was not getting hot and they send a Contractor out Smith Repairs service out. And the Tech told me it was above his head and they have to send someone else out to look at this. I waited a week have not heard a word from Choice Home Warranty so I call and they told me that they have got the report from contractor and I said why not its only being a week. Then they told me that my claim will not be fix because a internal part is not covered. then they transferred me to another guy name Oscar and he was rule as hell. We will call you back in two hour never heard from them so I call them back again and they told it was an internal part and it was not civered and I say why so when electric brain of the water go out its not covered.

May 26 2016
Repair man came to the house to diagnose the problem with the water would not go thur the ice maker and our drinking water.He said it was a valve in the back of the refrigerator that open and shut was not working right. Said he would order the part and be back Saturday May 28 2016 to fix it.He insisted we pay the $45.00 which we did. He never called for came back to fix the problem. No body called .Bad service man than in lied and told choice warranty that the problem was a drain plug there is no drain plug on our refrigerator.We have been with choice for 2 years and never have been treated so back in our life. choice people insisted it was a drain plug you dont get water for your ice maker and refrig water from a drain plug.

Today, May 4, 2016 Dupar attempted to install the replacement dishwasher from Choice. It had been on back order for about a month. The repairman was unable to install due to the inability to turn off the water. My water shut off handle was broken by the repairman sent out who diagnosed the old dishwasher.I deduced this from the fact that he had no problem working with the dishwasher which requires turning off the water. I didn't know it until today. Choice refused to pay for the repair. Consumer Choice has in their policy that they are not liable for damages caused by the contractors they send out to perform services. We were forced to pay the expense of repair which was required in order to install the new dishwasher.

In the booklet it stated no components covered ice maker excluded
Salesman claimed I could cancel at any time and get a refund
again booklet total different 30 day claim? and the salesman stated the contract would not even start or 30 days.
On phone on hold for 30 minutes with loud ugly music playing (we will answer your call, etc) good at answering SALES LINE

I called for a quote for a home warranty. After I received my quote I have had non stop solicitation calls from them several times a day. I have asked them to stop calling, to place me on a do not call list, but they are relentless. They are calling while I am at work and it is very disruptive. I cannot block the calls because the calls are coming from different numbers. I just want them to STOP calling.

This is a totally dishonest business. No clear rules how claims are handle and contract is not such but mostly guidelines for the company to use as please. Cancel your contract if you have one.

Choice refused to pay a claim for me based on interpretation on the contract language. This happened three times with two different appliances. As much as they state their goal is not to refuse coverage my experience (which is not unique based on other comments) points in a different direction.
Not even going to start about the customer service. Simply bad and sometimes escalating to rude like the person who took care of canceling my contract.

Choice writes their contracts well. It allows them to collect premiums without ever having to cover a claim if they simple wish not to cover it. If they do, customers have no recourse whatsoever.

I needed some help so I contacted these guys and they sent someone out. I needed an AC repair and the person arrived told me that there was nothing he could do because my AC was not old enough. I said that I don't see the point. And he said that everything was written in their website and that I can find all the information on the site. I asked him to fix the unit and he said that first he needs to get authorization for the repair. What kind of service is that? In the end he did absolutely nothing and left.

Contacted Choice Home Warranty for a A/C unit that wasn't cooling, tech showed up quickly although when I google them i can't find any information about them and they dont answer phone. Choice Warranty stated that my unit had extensive fire damage from dirt & debris and was not covered, that was a LIE! the tech left his report & fire was not mentioned, it smoked so he shut it down but no fire was reported, it was a older unit that had its time, which Choice Warranty states they will cover no matter how old. I have pictures there was no dirt or debris, nor fire.This is not the 1st time they rejected a claim, it seems that they come for the small stuff but when a larger claim is filed they look for any excuse to reject it. Im totally frustrated as I have 5 homes with them. I decided to cancel my service. they then charged me for all past repairs so there was no refund. Stay Away!

October 2015 called about a running toilet in my upstairs bathroom the plumber came out to fix the running toilet by replacing what he called the inside guts of the toilet. The next couple of day my ceiling was leaking in the bathroom below the upstairs bathroom. After several weeks of going back & forth with Choice they finally decided on who was going to come out to check my new issue. When the new plumbing company came out they found several mistakes from the previous plumber that cause the leak. Now he have to order new parts to complete the work. Since both bathrooms are not used frequently the issue went without attention for approx. 3 weeks. I called the plumber and he explained he was backed up because of all the floods going on in the surrounding counties. The plumber finally made it to me approx. one month from his first visit and states he fixed the upstairs toilet. Well I used the toilet for the first time approx. two weeks after he fixed it and nearly fell over because the toilet was not mounted down. I called the plumber to tell him what happen and he stated he must have forgotten to mount the toilet and he need to order a bracket to mount toilet down but when I used the toilet the ceiling began leaking again in the bathroom below. After calling Choice many, many, many times my case was to be escalate to Manager/Supervisor.
On 2/8/2016 I spoke with Oscar at the call center and asked for a manager and he stated no managers were there and they supervise themselves on the weekend, however he was going to request a manager to call me. Currently no one have called, the plumber came on 3/10/2016 to mount toilet but my issue is I have water damage from the negligence of Choice and no one will return my call.
Now I have to secure an attorney to file a suite. This is so horrific and it just makes me sick to my stomach and I wish this on no one.
Disgusted.

1. Paid $400 for a maintenance agreement in 11/2015
2. in 1/2016 Refrigerator did not cool. Called the company. I paid $45 for a tech who supposedly fixed the problem.
3. One month 2/2016, later it broke again. I Paid another $45 for a tech. He supposedly fixed the problem. The frig never cooled. It was not fixed!
4. I called the company again. Who was to call me back to schedule another repair.
5. A few days later got a call indicating they were sending me a check for $400 to get it fixed myself! They could not get the part.
6. I called another company that I used prior to Choice who does have has part Choice techs cannot get.
7. Choice told me that the check for $400 would take 45 days to be sent.
My choices are: 1. I am into this company for $500 and must pay an additional $750 to get it fixed myself or (2) buy a new side-by side for over $2000!
8. They do not stand by their contract. No where does it say that if they reimburse you it takes 45 days for the refund!No where does it say that they reserve the right to determine the replacement value of the appliance.

They make up language that is not in the contract to suit their own concerns not their clients.

Remedy: I want Choice to
1. pay the full amount of the repair, not $400 and
2. I want my $90 tech visit fee (there were 2) and
3. I want my $400 back I paid for the maintenance agreement as they do not stand by the contract they have with me. I need to purchase another contract with a different vendor.

A couple of weeks ago I submitted a claim regarding my stove ( the oven was not working ) I was contacted by appliance pro to do the work he made an appointment for 2/12 and never showed up . I called him and he said I misunderstood the appointment was for 2/18 . I said ok and when He was to show on 2/18 he never showed ( I did call him two days before to reconfirm but had to leave a message ). Your office was called on 2/19 and advised of the problem, they never called back .I got a call today and explained the problem and they said they would assign a new contractor to the claim . I called your office today to complain, but the work order is not in the system anymore .The original claim number was [protected] the contractor was Appliance Pro [protected] . Do you think I will ever get my stove fixed ?

My AC/heatpump is 8 years old and uses r22 it had 2 repairs in the past, fan and txv valve that failed about 2 years after the manufacturer 5 year warranty was up. these items i had serviced at my cost.

I Purchased a 3 year contract, with 45$ service fee and covered everything. for 1 year no issues with any covered items, then last week my Home AC stopped working, I i called Choise they sent a tech out the next day. who said my compressor had frozen. and told me to contact Choice. i did they and said service denied due to lack of maintenance, because of brush blocking the coils over heated the compressor. i examined the system my self. the so called brush is 1/2 inch tall strip of dried grass clippings that collected on the wind exposed side of the 4 foot tall cooling tower from the last time my neighbor cut the grass. this is less than .5% of the total surface area of the coil. i told them this then they changed the story and also said that the coils them self were not cleaned with a special chemical. i clean the coil every spring and fall with coil cleaner and low pressure washer and i could currently see thru the fins everywhere except for the small area where the grass was caught at the bottom . they still denied the full repair and offered me 300.00 off the estimated 1500 to 1700.00 repair. i requested they cancel my policy since it is not worth the paper its written on. the agent talked me out of it while i got 2nd opinions on the issue. i have since had 3 dealers/service company's look at it all of them state that the grass at the bottom of the unit could not have caused the compressor to over heat and seize. i then talked with their management and finely got them to cancel the useless policy and return some of my premiums. 2 days later i have not gotten the email they said they would send me confirming my request to cancel, although my email and policy number will not log me in to the account site any more, and there are no pending refund charges on my card. i have emailed them requesting they send the confirmation and state the amount of my refund for the 2 years i have no yet used on this crappy service plan,

all three contractions that service lennox systems have all stated that they dont work with home warranty services because unless its a cheap fix they dont pay the invoice or deny service for any reason they can come up with. i am having the system replaced with a new 10 year parts and labor manufacturer warranty. a 2 stage system with a higher rating that uses r410 . i will update this again if they ever refund me any money