Choice Home Warranty

Choice Home Warranty (CHW) is a waste of money. I was persuaded to buy a warranty plan for $1960 with service call fee of $65. Then, it is absolutely impossible to get anything repaired or replaced if it costs more than the $65 fee. Their technicians come not trying to diagnose/repair anything, but just collecting the $65 fee; and write a "report" for CHW. Then, CHW tries all means to decline any repair or replacement claims. CHW salesman promised that I could cancel the plan if not satisfied and get refunded for the unused premium. But, canceling is OK, refunding impossible. Recently, my water heater is leaking. CHW technician came not trying to find the leaking part, but asking $65 in cash or check. He said he doesn't accept credit card because many people dispute his charge. Then, CHW tries to decline my claim without finding the leaking part to determine whether it is covered or not. Also, be careful with CHW contract which excludes many major parts. So, I paid CHW $1960 premium and $65 call fee for nothing. I am working with Georgia Consumer Protection and a law firm to fight this scam.

Worse home warrant company I have ever used in my home ownership time. I couldn't get help with my questions during the year. So when my millions of calls to renew came in, I told everyone that called that I was not renewing, and I was re- newed anyways, because I ignored an email that they sent. Now the customer service guy thanked me for my payment, cancelled my policy with no refund and wished me a good day. I have contacted my bank and they said that the can help me dispute the charge as long as I prove that I did not agree to re-new. Now I have to work on getting letters/affidavits to fight this. So the only thing amazing about this company is that they try to get away with this kind of poor customer service.

I dislike that I don't get a call to schedule the appointment. Also it's difficult to get the call ahead of when the Tech is coming. The time range even after it has been updated is very off!!

This tech was great. He wore a mask. I'm tired of giving masks. The norm should be to wear it unless the client tells you not to. I have had SO many issues w/ CHW. Starting w/ the 1st plumber sent. He was rude & ignorant. Maybe he's an apprentice? To the dishwasher that took nearly 2.5 months to repair. Asking for a manager to call back.... doesn't happen. Are they above talking to customers? That could explain why customer service reps are rude & don't answer the questions asked. Also, payment should be collected before a service person shows up. Some take checks, some take credit cards & charge you, some take cash. It should be the same payment method across the board & I shouldn't have to pay extra if I use a credit card.

Compressor went out on our French 4 door Samsung fridge and technician sent repair to choice along with pic n choice came back with offer to replace at $734 along with Lowe’s gift card which would take 30 days to arrive for a single door fridge which we don’t have. I told choice that we didn’t have single door fridge and to quote with correct fridge type but the claims rep was rude and refuse to help or answer my ques. I paid $2200 and these types of refrigerators start at $2500. Contract says tht they will pay up to $3k on a claim. I requested Mgr and was told tht I had to schedule a call and would take 6 days for smbdy to call me. In the meantime, I have no fridge, the food went bad and I can’t cook for my family. How am I supposed to feed my kids before school. To quote the wrong fridge type and to be told to wait 6 days for a Mgr to call me is a disgrace. To wait 30 days fora Lowe’s gift card is dead wrong especially when contract says tht they will replace fast. Nobody can go a month or a week without a refrigerator. Who do you think can live and feed your family or go without a refrigerator. This is the lowest if the low and they don’t care. Please research this company before you decide to purchase their warranty. They don’t care about their customers. There’s better companies out there that offer so much more and they care about their customers

Initially Choice seemed like a great deal but in the end you get what you pay for. We had a contractor come out to check on our water heater when it stopped producing hot water. They replaced a part and then two weeks later the water heater burst. When the contractor came back out they admitted fault and expected Choice to cover at least a portion of the repairs. They did not cover any of it. What is the point of a home warranty if it doesn’t cover things they say they cover? On top of that when it came closer to renewal time they kept calling me multiple times per day from different numbers. I have had to block them over and over again. They also emailed and texted me. When I replied to them with my concerns about this harassment and poor treatment they ignore it. They then proceed to keep calling. They also tried to auto renew me without me first approving it. At the time I write this review my warranty has expired and I’m with a different company. But the calls still keep coming. Avoid at all costs!

It’s a new heater furnace from American standard. (. First time I try it and I am mad because it’s brand new and they can’t say no charge because it’s all new I well God bless

I have never in my life wrote a bad review but I feel that I must write one for this to warn people. I had my home warranty with them for over a year. My AC stopped working and I called them and they sent out an expert to come look at it and he said that nothing was wrong with it and that it was just normal wear and tear and he then said they would pay for a new one since they could not fix it. Well he then summitted this to their office and they denied it and said that they think it was water damage that messed it up instead of normal wear and tear like the expert said. They said it doesn't matter what their expert says, the final decision comes to their office. so they could not fix it or replace it and they said I would have to figure it out myself. By the way, I also had multiple experts from other companies come and look at it as well and all of them have stated that there is no water damage to the AC unit. They are truly not treating people right and its very disappointing

The technicians are great. Unfortunately the warranty is pretty worthless as far as ceiling fans are concerned. My living room ceiling fan could not be repaired and needed replacement. The warranty would either provide a strictly base model or $60 towards a purchase of a replacement. Does not sound like a replacement to me.

Just signed up for 1 yr home warranty through Lisa. She did a very professional job explaining the coverage and I felt comfortable with Choice compared to my previous provider.

Ok, so let’s talk about Choice Home Warranty. You know how HR departments are there to protect the company and not the employees? The same goes for home warranty companies. The vendors (service technicians) are there to protect the home warranty company from paying out claims, not repair your failing equipment. From the moment something breaks, you file a claim and then you’re completely shut out of the process as it unfolds. And you’ll hear the two P words a lot from the home warranty company employees: process & policy. Once you make your claim, you’ll likely get an approval email saying everything is covered. They will set up an appointment for a vendor to come out and look at your problem and you’ll pay the $65 (or whatever fee is in your contract). That vendor/service technician will come inspect the faulty equipment/problem and then write a report for the home warranty company that you’ll never be allowed to see, even if you ask, and then the home warranty company will leave you sitting for days while this report filters its way through the approval process. That report will be the basis for overturning the approved claim and you’ll be left with a denial of coverage. (That prior approval message will magically disappear from the claim thread on their website.) Even though the problem might be glaringly obvious, even though you might be able to see it, touch it, take pictures of it, that technician report will state that the problem resides in a component that is explicitly excluded in your contract. At least according to Choice Home Warranty. If you’re able to obtain a copy of the report directly from the service technician, it will be three sentences long and won’t mention anything in the report that the denial will be based on. If you’re unfortunate enough to have the faulty component be something akin to your air conditioning, as was my experience, you’ll be left sitting in the heat for weeks while all of this plays out. The vendor is not directly reachable; you’ll be routed through a call center. They will close the work order without repairing the problem once they submit their report. And at that point, they will deny any subsequent visits until the home warranty company ultimately denies the claim. They’ll then call you with a estimate for the repair to be paid for out of your own pocket. To be clear, this estimate is for a component that is not broken, nor is it the source of the problem. It’s to repair the component that will be the reason for claim denial. At no point in their process, despite how many times you call, leave comments on the claim, ask questions to the home warranty company, will you ever receive any answers or clarifications or be allowed to dispute the technician report. If you choose to leave comments or questions on the claim through their website, understand that the agents will only respond with pre-formatted/canned messages that don’t address anything that you’ll say. The reply will always be exactly this: “Thank you for your email. We apologize for the overall experience. [Insert denial message that was previously emailed to you.]” Per their policy, you have to wait for the claim to be completely denied before they’ll give you access to speak to a manager. At this point you can schedule a 15 minute conversation with an assigned manager to your claim. That manager will know nothing about your claim when you speak to them, as they do not review anything pertaining to your situation prior to the call. And if you speak to Lori J, she will repeatedly talk over you, fail to listen to anything you say, tell you that you are not a qualified technician so you’re unable to dispute the technician report, and inform you that you are bound by their processes. The solution they will provide you is for you to pay out of pocket for an assessment by a certified technician, submit the findings to the home warranty claims department, and wait through the process of being approved or rejected again. Expect this total time investment to come in at around 3 weeks. By this point, you’ll probably either choose to pay to have the broken item repaired yourself or learn to live without it. Which is what this process is designed to do. At no point are any of the employees of the home warranty company going to help you, make any exceptions to their policies (which you’re not allowed to see), or provide you assistance in disputing or correcting the misdiagnosis of your failing equipment. If you ask questions or take exception to anything above, they’ll tell you, “that’s the process” or “that’s our policy.” That’s all they are authorized to say. And there’s nobody above the case manager that you are assigned that you’ll be allowed to speak with. You can’t even change case managers, not that it would do any good. tl;dr - It's a scam.

Very professional service. Service person was on time, courteous and efficient. Job completed in a timely manner and employee provided a pleasant experience.

It was nice to talk to someone that English was their 1st language. Brittany was very helpful and I am so fortunate to get her and I signed up for total home policy.

The guy Leo that I talked to was amazing! Definitely knew what he was talking about. My previous home warrenty was a joke. This one has several contractors in my area.

Microwave stoped working . Choice warranty sent out tech who said it would cost more To. repair than replace. Microwave was under 4 years old and matched GE appliance that I had replaced at same time. The over the range GE microwave Model JVM3160rfss was still available @ $258.00 Plus $50 shipping & Inst of $100. Choice Home would only pay $191. AS of 10-4-21 after many phone calls I still have not received $191. I paid out of my pocked for microwave to be replaced. Choice Warrenty advertise they will replace but with something cheaper or not at all. Looks I will have to get lawyer to get the $191. Cancelled the policy I had already taken for the next year. Advise not to do business with Choice Home.

It’s a scam…… When we sign a contract in 02/2021 sales person assured us that if appliance will not be repairable it will be replaced. In 09/2021 our refrigerator died. It took almost two weeks to get an assessor after multiple no shows and time lost on the phone of rescheduling the appointment. We been called liars and got yelded at by contractors customer service representative. Their contractors virtually do not exist because there is no trace of them so you cannot even warn other people to stay away from their contractors. So after refrigerator was assessed as not repairable. It took another 10 days to set an interview with CHW representative who told us that CHW is not going to repair or replace but instead will pay $736 which is a barely an 1/3 of a new refrigerator of similar capacity/ features. Now we have to wait another 30 days for that money to be sent us. What a scam!!!

Washer hose still not fixed two months after my initial claim on January 7, 2021. Choice Home Warranty your vendors were multiple no shows. Eventually, a Sears technician showed up as scheduled. Unfortunately, he could not fix the issue. I paid him a $60 service fee and he sent in a report to CHW with details and to request a different technician. Again, several no shows from vendors. It is March 2021 now and Choice Home Warranty has not successfully sent anyone to repair my washing machine hose. I ended up calling a plumber that came out immediately to fix the issue but he refused to deal with pre-approval from Choice. With all the no show vendors and two months later I finally had a working washing machine no thanks to Choice. I called CHW to request a refund for the plumber's bill. I was given a hard fast No because I did follow pre-approval procedures. So, I was out of a $60 service fee plus I wasted two months patiently waiting on CHW to send a technician. When I needed a little patience and humanity from CHW I get a hard fast no. I get it! I did not follow the rules. CHW where was your responsibility in all of this? What rules were you following in taking 2 months to unsuccessfully fix a washing machine hose problem? Out of sheer embarrassment you should have gladly paid my plumber's bill or at least refund the$60 service fee.

My faucet hasn't been fixed over a month and it was approved. They assigned the same technician and he hasn't shown all 3 times. The tech would inform us he was coming and then wouldn't show and wouldn't answer his phone. I requested to speak to a supervisor form Choice and he informed me that they were going to reach out to the company and that it would take 48 hrs. It's been a week and I haven't heard anything from the supervisor. I called Choice back and they informed me I would have to pay another service fee for another technician even though the work order was approved by them. I requested to speak to a regional manager since the Supervisor didn't get back to me. It has been a bad experience since I started with Choice.