Choice Home Warranty

I wished I had of read the reviews of this company before i wasted my money. I am sitting in a house that registers 92 degrees. I made a claim and they didnt send a tech out to 3 days later. We suffered in the heat...I paid him 75 dollars hoping to have my unit fixed just so he can tell me the unit is completely gone 😕 He begged me to buy a new unit from him of 7500 I told him I pay for a warranty and I'd rather they fixed it. He calls them and says he doubts if they will fix it. I Get an email saying they are not responsible for the replacement of the unit do to corrosion of the coils in the compressor. So what will choice warranty pay for? Scam Company!

If I could give ZERO starts I would. If you are looking at this company for your home warranty- DONT. I had two issues, my washing machine broke and so did my oven (around the same time). I submitted a claim and was told someone would come out with in 48 hours, great! Prior to a tech coming out to my home, I received a phone call urging me to renew my policy and if I did, they would waive the $75 service fee. The renewal policy was $510 for 13 months. I told the rep that before I renew, I want to see what CHW does for these two claims before proceeding. She kept pushing me to renew right then and there. I finally told her no, we would wait until these two claims have been completed to see if we want to renew. I'm SO thankful that I didn't renew. This was such a joke. The tech came out and said our washer was shot and needed a new one. Fine. He stated he could fix our oven and would get that submitted. Two days later, I received an email stating that they would give me $299 for my washing machine (WHAT!)- a comparable washing machine now -a-days is $700+ on the low end. We discussed with an agent about the price and he indicated that "in their clause" they state that they don't have to pay up to the retail value. Dumb. Then, I got an email stating "Great news- we have decided to replace your oven instead of fix it- here is $699 to help towards a new oven." My oven is a double wall oven built into the cabinets. I googled and the cheapest wall double wall oven at 27" was $1600. I dont know how they can use the phrase "replace" when they are giving me less than 1/2 of the unit itself. I called to again to complain asking how they justify this. I had her google double wall ovens and she kept repeating "per our policy, we don't match size or color, we provide what is comparable to what you have". I'm not sure how they can state that as again it is less than 1/2 of the actual value of a double oven. So here I am $510 out of pocket for a policy + $75 service fee ($585 out of pocket). They give me $1000 to "replace" my appliances. If you take what they gave me $1000- what I paid for the policy and visit $585- I'm left with $415 to replace $2300 worth of appliances. While I am in the positive $415 out of the deal- the headache and disappointment wasn't worth it. I have heard from many people that their home warrantees replace 100%, this company cheats you out of your money. I would NOT get involved with them. Period.

Do not get involved with this company. Our AC claimed was denied, the agent told me it was denied because the compressor over heated and shorted out. The technician’s report never said anything about over heating or shorting out. I called the technician to verify & he assured me that he never said or reported that it over heated & shorted out. The agent then called the technician and claimed she never told me it over heated & shorted out, his report still says the compressor failed to work & that everything else is in working order. We are now locked out of accessing the original report. I was warned that they will talk circles in order to deny the claim. Although the agents tone of voice is pleasant, she’s basically saying this claim is denied and you’re to stupid to understand why. This has been a waste of money & time. I see that others have had a very similar experience.

The repair for my AC was denied for an exclusion in the contract for "normal wear and tear". Yes, they refuse to repair or replace if something breaks due to use. When I tried to cancel, I was promised that a Case Manager would handle an appeal. I never heard from the Case Manager after several emails and voicemails. I was then promised that the Director would call me. That call never came. Then, I was promised that the President would call me. You guessed it...no call from the President. So, I wasted $75 on a service call that Choice Warranty knew they would never approve the repair. They kept promising that I would be taken care of, but it was only a scam. They wanted that next credit card payment. And speaking of the credit card payment, when I signed up, I was promised by the rep that I could request a monthly statement, as I do not like having my card kept on file for automatic payments. To no surprise, that never occurred. I sent several requests for a monthly statement. Each time, I was told that my request had been forwarded to the appropriate person/department. Almost a year later, they were still taking my payments automatically. The hold times are long. When I submitted my claim online to avoid the long hold time, I received a message that there was an issue with my claim, and I needed to call. After a long hold time, I spoke to an offshored rep. I was told that since I indicated that the AC had been serviced (I was asked), it would not be covered. I explained that it was a routine check, the claim request was then allowed to go through. I should have realized right then that this was a very shady company. The HVAC company responded quickly, and the gentleman was very friendly. However, when he submitted the repair cost to Choice, and after it was denied, he confided in me that home warranties look for any and all excuses to not pay for a repair or replacement. He recommended canceling and putting aside that payment each month for a repair account. He was right. Don't both with a warranty. It isn't an insurance policy. It is a warranty, and there are so many exclusions to ensure the company that they will rarely have to pay for anything. This is a horrible company, and it needs to be put out of business. Their reps lie. Management lies. The advertisement lies. I'm so glad to be rid of them.

Have been customer for 2 years. In April of this year AC froze up , we called and two days later the tech arrives and replaced capacitor on unit. May 20th unit froze up again,3 days later tech comes out and adds Freon and we were told all was well. June 9th 2019 the unit freezes up again, we call and request a different service tech.At this time choice stated we would not be charged for service call and they sent out ASAP a/c repair 5 days later. When service tech arrived he requested 45$ for his service call fee, at which time I told him choice had waved the fee and he needed to contact them. They confirmed that they would pay his service fee and with that he was telling us he wouldn’t get his money for 30-45 days from choice. He then proceeded take a picture of old discarded ac filter lying next to unit in attic and then of outside unit area. He said he had a job he was finishing up and he would return later that day. Several hours had passed with no response from our phone messages. At this time we call choice back only to be told the tech said the problem was customers neglect and they refused our claim.Now we have a case under review and they side with their tech. In all my years I have never felt so victimized by a service provider. I hope this will help any persons considering choice home warranty to make the correct decision. As for me I will post my distaste to theBBB, yelp, social media and where else I will be heard.J. Landreth Memphis,TN

Our AC went out on Friday we called to get service under our contract. I then waited 12 hours for a call and was told they aren't an emergency service. Then they told methat they don't enough techs in Arizona or Texas to service all the calls. WHAT? Finnaly got a appointment set and had to call to see if I could get a sooner appointment as I have toddlers and dogs in my home and it was 85 to90 in the house. Then at the time of the appointment they call and tell me they arent coming their one and only tech was in the hospital. They refused to expedite my call 5 days with no AC. They reassigned my call but not until I had contracted someone on my own and called to have the claim dismissed. The next morning they send me an appointment for their contractor. REALLY, I had it fixed on my own and paid for the repair in full due to their lack of help. We paid for our service in full and we can't get service in a timely manner. Worst company I was told several times that they aren't an emergency service. We were not told this at time of purchase and some issues constitute emergency. AC units in high temps and some plumbing issues are health issues. They clearly didn't care about our family. Don't bother with this company they are a complete joke.

I notified this company on May 28 that my air-conditioning unit wasn’t cooling I could not get an appointment out until June 1 at that time the technician recommended a new compressor or a complete replacement of the unit. Instead of approving the compressor replacement the company just emailed me not called me and said they were sending another technician four days later making it one week without air condition in the desert heat in Arizona in June. That technician also said I needed a new compressor or be due to the age of the unit being 14 years replacement Choice (home Waranty) chose to sit on approving the part for three days then it took them another six days to order the part. That technician also Rico recommended replacing the unit due to age. The technician was on able to complete the job due to another part a reverse valve needing to be replaced apparently and now Choice (home Waranty) is not covering that part so they want me to pay $500 for services to the repair company to install the compressor and they want me to pay for this reverse valve and here it is 21 to 22 days later I still do not have air condition I have no idea where the part is do not use this company.

Choice Home Warranty is a dishonest company. They employ unethical practices to deny legitimate claims. They fabricate lies to fall inline with the fine print under their policy, even though your part is fully covered under their plan and didn’t fail due to the reason they state in their denial. They won’t return calls, they take a passive aggressive approach in their response to appeals. Customer service at CHW is lacking to say the least. Understand they won’t replace your expensive appliances, they will find a bogus reason to try to deny it, then they will wash theirs hands of you as a customer, hoping you will keep your mouth shut and not expose them for what they are, and that is a Fraud! Thousands upon a thousands of negative complaints, coupled with news stories with the owner of CHW trying to avoid on air camera questioning of the practices that he employs. There is a reason why thousands are unhappy and CHW lost a large lawsuit. Understand you will be throwing your hard earned money away if you purchase a plan with Choice Home warranty. They will cover cheap repairs but will not honor the large repairs. Ask yourself do you buy a plan for the peace of mind for a cheap repair, or do you want protection for the expensive repair too that a company claims they protect you against? If you want the peace of mind the avoid Choice Home warranty!

If I could not give a Star I so would, If I could leave I would, If your looking at using this company don't run the other way run as fast as you can. They suck at paying and quick at denying. i talked to one AC company and they refuse to use them b/c they never get paid. I placed a Claim for my AC it stopped in the dead of this 97-100 degree weather and let me tell you after a week of the claim being open it was denied I was told by the tech it should be covered and they get this often with this company they deny everything that is $$$$$ so even though it covered under my warranty they are denying me. I might have to find an Attorney at this point per the tech to get my claim covered. This company is a scam RUN RUN RUN do not use them.

I never had any good experience from the beginning. I had to always fight for everything and still didn’t even 20% cost for the replacement. My claims were always denied stating some weird reasons. Like if my ac fails what else could be wrong than wear and tear especially when I just brought the home 2 years ago and had complete inspection done? Simple they want your money but do not want to pay anything. I think we can avail this hassle by not getting any warranty and paying the warranty company any money and getting it repaired/replaced ourselves. If they really care they should come and check before we get warranty. Their advertising is just a lying as they do not cover anything.

I would give them 0 stars if I could. My AC went out almost 3 weeks ago, and they have lied to me about ordering parts, when they scheduled service, and whom they spoke to. I was told that my AC part was approved and ordered on May 30th, but when I called on June 6, they “canceled the existing order and placed another one because the time would be shorter”. Why didn’t they realize that 7 DAYS AGO??? Then, I called 4 days later to check in about the part, they told me it was being delivered the following day. Called the next day, and they told me that the part arrived and I was on the schedule to have my AC fixed at 10am. Waited. No show. Called again, and was told that it was now 1-3pm. Waited. No show. Finally, called the actually technician who informed me that they never had me on a schedule because they NEVER RECEIVED THE PART!!! Choice flat out lied to me. When I called to discuss what had happened, the gentlemen said he could not tel me anything because he didn’t want to give me wrong information. I am now headed in to 3 weeks of no AC, during June, with a problem that was already approved, with no compensation or date of it ever being fixed. I feel very taken advantage of and super disappointed. Will NOT be renewing with them and am posting in as many places as I can to get the word out. Although- to be fair, they did have nice representatives who were polite.

They are the worst I have ever felt with - I had a pin hole leak in my ac coil - they have denied coverage because it was exposed to the atmosphere (it is in my crawl space) and the atmosphere caused some rust - the technician could not believe it nor could I. If you sign up with them be prepared to get ripped off I asked to cancel and get a refund of 31 months premium that I paid on two contracts - they said I owed for the money they paid out for the service calls that were made - unbelievable I asked them to email me the amount of my refunds on the two policies if I cancel - guess what - no response - sent email saying I had to call to cancel

I bought a house a couple of years ago and the seller kept a home warranty for a year which was limited. When it became time for me to look for a home warranty, I began browsing the internet. Before I could look at and compare companies, I received a call from Choice Warranty. I don't know how they contacted me so quickly unless they are monitoring the internet. Just getting into a house and having work done was trying at the time. The salesman that called was an excellent salesman as each time I said I needed to think about it, he would offer me all kind of incentives and discounts., but told me it was a one-time offer and with a three year contract. My thinking was that the discounts were good and it would be something I would not have to worry about for the next three and a half years (because he offered me an additional six months for free. One of the biggest mistakes I have made. In December,2018, my water heater was leaking all over the place. I called Choice. The service person came out and looked at my water heater, never touched it, and said there wasn't anything he could do. So I had to buy and pay out of my pocket for a water heater because they don't cover "the tank" only the parts which are insignificant if the tank is not in place. I was told that since I was a VIP customer and not a forty dollar a week customer, they would give me two hundred dollars. Then in March, 2019, my AC went out. When the service person came out and the first words out of his mouth were "they are not going to fix it." He sent in a diagnosis and as he said, it was denied. As with my water heater, I called Management. I got a person who was very assertive and seemed to have an attitude . He told me I needed to go out and buy a new unit because there was no need to put a bandaid on a the problem and that since the unit was old the freon was going to be too expensive. Because as with my water heater, I raised a lot issues, so once again, they offered me two hundred and two dollars and fifty cent. That seems to be the standard, nothing is repaired or replaced and two hundred dollars is to get you of their backs. The bottom line is I am partly to blame as I did not have the contract before they got their money or when I first received it, because they say they cover the appliances when in fact, they only cover the less expensive parts, Without the appliance, the parts are of no use. When I asked about cancelling my policy, I was told that I would not get a refund because they would have to deduct what they had spent on the service calls, where nothing was repaired and a fifty dollar cancellation fee. Not only that, but because they had GIVEN me six months free they would have to prorate the charges for that time. How do you GIVE someone something to get that person as a customer, but if they choose to cancel the policy then they want to charge you for that incentive. I have paid as much out of my pocket to have things repaired as much as I paid for my home warranty. Choice states these appliances are covered, but when you read the policy, you will find that they have carefully written it to cover only the parts. I am locked into this policy until 2021, which means I have lost money because I will NEVER waste my time and set myself up for the frustration I have experienced with Choice by calling them for anything. They also feel as if they give you two hundred dollars, you should be satisfied and move on. Choosing them is your call, but I strongly suggest that if you decided to do so, get a copy of the contract to read before you give them any money. They will pressure you for the money up front and you will find yourself in the same boat with me and it's a sinking boat.

Choice warranty I do not feel that the company looks out for their customers I just recently had electrician to come out to my home to service my ceiling fan and my bathroom fixture lights and I was told from charge warranty that they could not replace my ceiling fan or fix the part of the ceiling fan that was broken so I only was able to get the bathroom fixtures fixed which was just replacing a light bulb so I paid the electrician $60 to take care of a light bulb that only cost $3. Also I recently had my air condition to stop blowing cool air which needed to have freon and I was told that they do not cover Freon so I paid 60 more dollars to have no work done during that visit so I am paying Choice warranty a monthly fee to have no Appliance fixed so I am just giving Choice warranty money every month for nothing first time trying Choice Warranty I see this company is not for their customers their out to just get money.

They were great in the beginning but it seems like the more you use them the more they push u away by crappy, unreliable techs, long wait times for diagnosis and repairs and calls that seem to never have been made by you to them. It started with my heat system. Whenever the auxiliary heat would kick in, smoke was coming through my vents. The first company came out three times and the fat, lazy older guy was telling me it was dust burning off the heat strips. That smell usually happens after the summer and they’ve been unused for a few months. I tried telling him there’s never been smoke before. He failed to listen because he didn’t want to hear anything I said. So after the third time and a lot of it’s fine, I woke up like 4 am with the whole house smoked up and the fire alarms blaring. I had to get my two cats and dog out to my vehicle. One of my cats is 18 years old. Couldn’t find him. This is when I started getting a panic attack. So I called to him. He must’ve been terrified because he never comes when I call. This time he ran right to me. Fire department, cops, ambulances had the yard swamped. I had a bit of smoke inhalation but fine on a good note. So of corse I did not was that company back at my home for anything. Choice seemed to have trouble finding anyone else to come out. I was having to keep the power off as instructed by the fire department. Lost my food and it was very cold. They sent me an email saying I could find my own company but I’d have to pay up front for all repairs and they would reimburse me after 30 days. This was a nightmare because why do I have them? Why couldn’t they pay up front. So found good company who didn’t deal with warranty companies. First rep at choice said no problems we’ll call them, so when I called back to get them to call the next person said we don’t do that. That have to call us. Long story short it was freezing in my house so I had the fix it ASAP. Finally got the company to call choice but since I let them repair it without choice telling them to I lost $146.00. The total was $446. My problem with choice is they don’t seem to care how long you have to wait. Don’t care if your freezing or burning up. The problem I’m having now is my ac is out. It’s been out for 10 days. Had to buy a portable one for $459. Remember the longer u stay the less they care about you. The new customers are who they try to please and people who don’t have a lot of repairs. I truly believe they want u to drop them of fix it yourself because you get tired of waiting. That same company who almost got me burned up is who choice tried to send back out here for the air. I asked for someone else and was given an appointment. Bottom line, they never showed up. No call, no text and when I called Choice customer service was closed. Get another warranty company. It may start out good but later they’ll get you. Guarantee it! Worst company ever. UPDATE: After getting my own technician to come out and diagnose the problem with my A/C and getting price, it was submitted. Choice deducted $45 saying it was the service call fee. They didn’t service anything. None of their techs showed up for the appts. So then Michael, the supervisor says that’s for us servicing the reimbursement. I’m sorry, the monthly fee I pay is for you servicing me right? And the normal $45 I pay when one of their techs do show up is for the tech. So they made up a bogus charge so they would not have to reimburse me the full price. I shouldn’t have had to pay a service fee because this was not one of their techs. I am dropping them. BEWARE! You’ve been warned!

Choice Home Warranty decided not to have my appliance repaired because the cost was to much but was willing to replace it and offered me $298 for replacement of the less than 3 year old high end appliance that cost over $800. The estimate by the way was over $500. So why the low ball offer? I wish I had gone with First American Home warranty instead. They did mention that so many companies will not replace the appliance but I wanted to save a few dollars so I went with Choice Home Warranty? Well just this one transaction killed the contract savings. Choice Home finally offered to pay me $550 after I asked several question and they never told me the actual cost of repair because I asked them if they could just repair it instead which they did not want to do. Save the time and money and consider going with First American instead, if I hadn't signed a 3 year contract I would have switched to First American after the first year was up. So disappointed in myself for thinking this was a great deal. Now I fear for the remaining years.

FOLLOW UP REVIEW. I wrote a review last year about my AC going down. Choice had a company come out. They said Fan and Compressor went out. Choice Bailed out and did not cover the cost and used there contract " not covered because of normal wear and tear. So I have gone almost 9 months with no downstairs AC. due to money reasons. So I changed companies Home shield found a coil leak to be replaced. $1300 not covered. I then had friends call out a local AC company today. Guess what. Coil leak can be fixed no need to replace and the compressor and fan worked fine and were never broken. Don't use these companies they all rip you off

Had a water leak in laundry. Called. Had someone come within 48 hours. After great tech came in I had to wait a week for Choice Wareanty to approve work done, because they needed additional information. Which I never received an email about. When I waited 2 days I got online and saw they needed additional information. I sent the information pdf format immediately. 2 days later no response. I called and the rep said he didn't get email yet. I resent the same email 3 more times. It was one excuse after another. They couldn't find again or couldn't open email etc. I checked the pdf file and email several times it was correct. And the file did open. I forwarded the exact file again to a friend who opened it with no problem. I sent again now 4 days later they finally approved. Once again I had to ck status as I was not sent info. After I questioned choice I received an email. It said I needed to contact tech. So I did. He was nice and came out as soon as he could. He replaced the faucets to washing machine but not box as it want approved. There is a big gap between the pipe and overflow box. If it leaks again it will go right back into the wall!!

I've been a customer since 2017 and have filed minimal claims. The one time I relied on Choice Home Warranty, they failed me 3 weeks ago, I placed a claim because my air unit wasn't working. CHW replied many hours later that they couldn't get a representative out to service the unit and recommended that I find someone on my own and would be reimbursed. Being that it was a weekend. I had to find a co that was opened and paid top dollar for a diagnosis. Unfortunately, the service tech said my unit was leaking freon due to rusty pipes. CHW quickly replied and denied my claim. I quickly appealed and was assigned a Case Manager. When I called the case manager his vm stated he would be out of the office, so I called twice that day was advised he was there and he would answer my call - that was not the case. I got the run-around and had to wait a week for a call back. The following week, my CM continued to play phone tag with me. As a responsible home owner, I get my system serviced twice a year and had my own co inspect the system and confirmed it was not due to neglect or a rusty pipe AND the system did not need $10-12k replacement. I finally got a hold of my CM and after a week of waiting, my claim was still denied. I have many friends who use other warranty companies and have had their systems replaced with no problem, but CHW thought it would be a good compensation to provide me $150 for my troubles, which doesn't include my first two visits that should be reimbursed anyway. When I asked to have this appealed or speak to a manager, all I got was the run-around. 3 weeks of no air and the company I relied on for service can't even provide me with a manager's name or number. This company is fraud and I am so sorry that I did not originally listen to other recommendations and go with a reliable company. Thumbs down for Choice Home Warranty

The first request in the 3.5 yrs of having the warranty was for our air conditioner which stopped working yesterday it took Choice Home Warranty almost 24 hrs. to assign it to a technician. Keep in mind North Carolina temps have been in the upper 90s-100 for the past 2 weeks. Meanwhile it's over 85 in our house and my child with asthma is having problems breathing. They set up an appointment for repair service with the tech for the following Monday which is 5 days away, where is there quick service they advertise or turn around time and the multiple service techs to choose from to make that happen? I would never recommend this company or any warranty company if this is standard industry practice?

Terrible customer service. Got the Choice Home Warranty when I purchased my house. The A/C is not working. Submitted a claim. Tech came out and advised the unit needed to be replaced. CHW then decided that a different tech needed to come out. The first tech advised, CHW asked for a proposal for installation only. That CHW would provide the replacement equipment., but refused to tell the tech what equipment CHW would be supplying. After dealing with 2 customers service reps and one supervisor, I still have no idea what equipment they want to replace. They can’t tell me if there are any other technicians in my available that will do this or if there is any chance at all of me getting a resolution . Horrible experience so far

Choice home warranty is a joke. I have been paying those people for 2.5 years, and the one time my AC breaks down, they don’t want to cover the repairs. I am going on day 8 with no AC in the middle of summer in Fla. The contractor they sent out came to my house 4 times in the last two days. 4 visits and he still don’t know what’s wrong with my AC. And here we sit, burning up. This warranty is a joke, and so are the contractors they sent out to fix it. End result? No air, paid 400$ out of pocket, and still no results. Update: Day 9 with no air. Having to appeal their decision. They clearly stated in their email to me, that extreme heat can cause system failure, but then they want to say it’s my fault. Assigned us a case manager that I doubt will do anything either.

the first negative experience we had with choice home warranty was when our first floor air conditioner quit working, the repairman said we needed a new compressor, choice said they would not replace the compressor because it had not been maintained, even though we had just had bi-annual service performed on the unit the month before, even after two more requests the replacement was still denied. The second negative experience was when our refrigerator stopped getting cold, the technician said it needed a new part and would take a couple of days to get it, 10 days later after calling the repair company three times they finally replaced the part, once the part was replaced and the refrigerator was powered up we had a water leak from the refrigerator, the technician tried to stop the leak and it appeared it was fixed, the next month the leak re-appeared, we were told that choice does not cover water leaks on refrigerators and was not responsible for it, even though their service company initially caused the leak, it appears choice has fine print to cover anything they do not want to repair

This company is horrible! Do not choose them as your home warranty. Our AC Unit went out. They sent someone to our home and right before the tech even took a look at our unit he started trying to sell us on a new one. Then he made the statement that this warranty company RARELY covers anything with ac units. So, he goes and takes a look and the next day i receive the diagnostic and a denied letter. They denied us because they said our Evaporator Coils were leaking Refrigerant and since it's due to rust they will not cover it! Our home isn't brand new, so of course there may be rust - so you might as well say you don't cover old homes. So, I escalated it to the manager.... Now she was a piece of work. She told us there is nothing they can do. The issue was due to rust and that since our home is 17 years old we need to get the ac unit replaced but will not fix it! I told her the tech didn't even go in the attic to look at the coils.. So, how was it determined to be rust when he NEVER looked! I asked her to send the tech back out and do his job and look to make sure that's the cause and she refused. She said they will not work on our unit. Then the tech called us so many times after trying to sell us on an 8,000 unit when the fix is 2500. SMH!!!!!! I am so surprised! I am 8 1/2 months pregnant. I have three kids who one of them is 1 years old. We live in AZ 100+ weather and they turned us away that fast, didn't even try to help us!! Didn't even try to actually do their diligence to see if it was rust. Horrible company! How do they not want to cover a 2500 fix! I don't have money for that. I will be canceling.

We bought our policy back on November 9th, 2018 for three or four years protection on our appliances but our first claim was made on May 27th 2019 on an AC unit and it was denied. We appealed the decision because the technician that came out told us that it’s normal wear and tear but CHW claimed that it’s not although they specially asked the tech if it’s the normal wear and tear. We were assigned Ms. Alisha D as case manager but that was the only email I got and no other communications since that email on May 30th. I tried multiple phone calls and emails since then to get some answers to the status of the claim but not one phone call or email regarding the claim. We are sitting with a broken AC unit in the sweltering heat of Texas and a company that runs its business as some kind of a scam. If you’re a responsible and ethical business you have to live up to your commitment with the policy you provided. You issued a policy with the inherent risk of legitimate claims and you have failed to live up on your end therefore you’re company is nothing short of a fraud.

EVERY experience we've had thus far with Choice Home Warranty has been horrific. (There has only been 3 and they've all been a nightmare). The most recent was our air conditioner went out Memorial Day weekend it took Choice Home Warranty 9 days to have an HVAC company be assigned. Keep in mind Virginia temps have been in the upper 90s for the past 2 weeks. Once we finally got a air conditioning technician and he diagnosed the issue....CHW made us wait four hours to authorize a $30 thermostat. Meanwhile it's over 85 in our house and my child with asthma is having problems breathing. Would I recommend CHW??? Never!

DO NOT USE CHOICE HOME WARRANTY! We chose Choice after reading reviews online and comparing prices of different home warranty companies. We had used American Home Shield with a previous house, but Choice was a little bit cheaper, so we chose them. I will say that you get what you pay for. We paid out premiums month after month and never needed anything. Then we went to turn on our air conditioner one day and it wouldn’t come on. We filed a claim and a few days later an AC repairman came to check our AC. He told us that it was low on refrigerant and it might have a leak but Choice has to approve the testing that he would have to do. He said that there was no obvious damage or visible cause of s problem. He said that he would submit his report to Choice and be back in a few days. After a few days with no communication, I went to the Choice website looking for a phone number and learned that I could check the status of my claim there. It had been denied, and no one had bothered to inform us. The reasoning said that there must be a leak, and it must be caused by rust, and rust is not normal wear and tear so they won’t cover it. I remind you that there was no obvious problem seen. I immediately appealed the decision online and called and asked to speak with someone. I was informed that we had been assigned to a case manager so no one else except that case manager could help us. However, she had a direct line for our convenience. I left her a voicemail that day. The next day, a Friday, she left my wife a voicemail in the middle of the workday. We called back multiple times that afternoon and evening with no answer, and left another voicemail. I called back every single day of the next week, and she never answered, she never returned a call, and when I called the general 800 number, I was again told that only she could help me. Finally, the next Friday, after a week of calling with no answer, a manager apologized for the lack of communication, and promised to get the necessary testing scheduled for me, and said that my case manager would be contacting me. The next Monday came, and still no communication. Tuesday comes, and I miss s call from my case manager in the middle of the work day. I call back and of course she doesn’t answer. I call back and ask for that manager from the week before but he isn’t there. The one that is working promises me a call from my case manager though. I do receive that call a little later and she informs me she would not allow the other manager to schedule the tests because she makes those decisions and she declined my claim. I attempted to reason with her and pointed out that we were over 2 weeks into my claim and this is the first time that she had spoken with me but she did not care. I told her that I was not pleased with her customer service and asked to speak to her supervisor. She said that she didn’t have one. After some debate and reminding her that I had spoken with multiple other managers when I could not speak with her, she said that I would get s phone call from executive management within 72 hours. Friday comes and the 72 hours passes without a phone call, so I call back. I speak with yet another manager. She apologizes and agrees that the 72 hours has passed. She agreed to schedule the testing but asks to put me on hold to verify the cost with the AC company. When she gets back on the phone, she states that she was told by her director that she could not override the case manager since I was going to get a call from executive management. She said that the executive manager was already gone for the day but he was actually going to be in for a few hours in the middle of the day Sunday if I would be available. I agreed. Sunday comes and goes with no phone call, so I call back again on Monday. I thought that I had dealt with poor customer service already, but it got worse on this last Monday. A manager answers the phone. She refuses to allow me to talk with the manager that I had spoken to on Friday because she said that she can do anything that the other one can. She reviews my claim and tells me that there is nothing to be done because my case manager denied my claim. She said that I needed to just pay for all of the testing and if the testing showed something wrong that they covered then I could call back, but otherwise I was wasting my time and just needed to pay for it myself. I asked about the 2 other managers that had stated they would arrange and cover the testing, and I asked what happened to my phone call from executive management. She said that there would be no phone calls from anyone else and no one was going to approve the testing because my case manager had denied it. I asked several times to speak to anyone else and asked to get the phone call from executive management but she refused. She told me that she was giving me 2 choices: I could either pay for everything myself and notify them if there was something that they covered, or she could just cancel my contract with Choice and we go our separate ways. I debated this because I still had an AC that wasn’t working that now wouldn’t be covered by another home warranty. I asked again to speak with executive management. She gave me the same 2 choices again and said that if I didn’t make a decision then she would decide for me and cancel my contract. So, appalled and dumbfounded, I cancelled my contract and still don’t have a working AC.

I am in year two of my warranty. I had only a minor claim my first year which was quickly handled. This year my oven went out it's a double oven. I have an internal lock which went out and the cooling fan went out. My claim was denied because they claim the lock was not covered under the exclusion of "door seals" which is ridiculous the seal is the seal around the outside of the oven. They are just trying to expand the definition of seal to deny my claim. As my lock is malfunctioning the oven turns off. I'm so disgusted with them I won't be renewing and I'm going to give them a bad review on every site I can find. Oh and read the fine print if you do you'll see their exclusions make it to where most things aren't covered anyway and if you have a dispute you have to arbitrate in New Jersey!!

I had the pleasure of talking to DeShawn , and he was very helpful, his customer service was very good. My husband and I are looking forward to CHW serving us . Thanks Marcia Jackson

I called CHW on Thursday May 30th, 2019 on the factor of my hot water heater went out. I've been without hot water now for 3 days 😫. The customer service representative told me that I could hire my own and get paid back. Ok. I dont understand I pay for a service on a monthly basis to CHW. Why would I hire my own and wait 4 to 6 weeks for reimbursement. All I want it my hot water heater fixed. I'm still waiting taking cold showers for work. I hope your representatives never have to go through this. It's very harsh on my skin. Please just help me. In the past I've had not problem with this company so I dont understand why now?

Tankless water heater stopped working first tech arrived stayed 5 minutes said he couldn't repair took $65 fee and left. Second tech did same. Third tech never showed. So far, money and time spent from work. Called several times about resolution. They said one option is to pay for repair myself and they would reimburse me. Why have home warranty. Now they can't find tech. No hot water for last two weeks and none foreseeable future. All I was asking them to do is provide the services we paid in advance for an no more

Your service ad your Technician was fantastic . He knew what to do and did it professionally . He is 5 stars ⭐️⭐️⭐️⭐️⭐️Technician and the best.

On May 20th 2019 i filled a claim for my AC of a "Pipe Frozen" and someone came and checked my unit, i was so surprise that a "leak test" is not cover for there services ... so i spend $250.00 from my pocket plus the Service Call fee of $75 I'm broke!!! I checking the policy under the Air Conditioning but i don't see anything that "leak test" is a Homeowners expense..... And worst thing was there final decision that my AC is not covered and I need to checked the terms and conditions section which you found out there 'LIMITATIONS OF LIABILITY"... Folks when you chose this company please read all of there policy and most the most the " LIMITATIONS OF LIABILITY" so that it will not happen to you.

Randolph D. - minus 9 stars This is the WORST choice i have made in a long time. Wasted money 1st off I was told they havent found a contractor to take the job I waited 2 weeks for a contractor to come fix my A.C. it's burning hot in my home which I have 3 kids here. My appointment time was from 12pm to 8pm no one showed up I called the contractor and was told my ticket was reassigned. PROBLEM IS NO ONE TOLD ME now I have to wait again for them to find another contractor to do the job. I'm just gonna find someone myself and cancel Choice. Since I've join it's been nothing but lies and bad customer service so i am DONE and all of them GREAT REVIEWS ARE FAKE BELIEVE ME

I called in today to get a quote and all the details for the home warranty. They gave me a very competitive rate compare to american home shield. We ended up signing up.

My air conditioner went out on May 25. I put in a claim that same day it was holiday weekend so I was not expecting to here back until Tuesday May 28 which I understood. I then got an appointment set for June 3. 7 days I will be without air not counting the weekend day and holiday. Then I called the technician that would be coming and he did say he would try and get me in on May 31st. I talked more with the technician and he said I needed my line checked for a freeon leak which is not cover by Choice Home Warranty which is $100 on top of the $45 service fee. Then if it needs freeon more and 2 pounds I will be responsible for that amount also. They did give me the option to go else where and could be reimbursed but only to what the fees their technician of choice would charge. Now when I signed up for this warranty I was told by the sells rep that I could make a claim during normal business hours and I would have someone out the same day. Obviously that was not true. I pain for a 3 year contract up front so now I am just stuck and under their mercy unless I want to pay out of pocket for service that I thought I pain for under this warranty. All in all I would not recommend this company to anyone. Misrepresented the service times and many hidden fees. So they denied my claim. I filed an appeal and that was denied also. I had a leak and due to corrosion found on the evaporator coil it is denied. Oh but they will give me $150 as a good will gesture. Also I asked to talk to someone above the case manager and was told she had the authority to deny this claim. I am a single mom with a daughter in college and 1 in high school. I paid over $1000 for this warranty that is basically useless. I would not recommend the company to anyone. I got it to help in situations for expensive home repairs but that is a joke. The $45 service fee turned into a $293 visit and still need a part that $1600. This company just wants to take your money and then not take care of their customers. So be warned and do not waste your money on this home warranty company.

One word to describe CHW "HORRIBLE"! I have a heat pump unit to cool and heat my home. In the past 18 months it's been serviced 2 times for not heating and cooling. The tech determined there was a leak but CHW wouldn't pay to find the leak so they kept adding Freon. On May 23, 2019 I started a claim because the AC wouldn't cool. The tech came out the next day said the leak was to severe and I needed the valve stem replaced. He reported to CHW what the problem was. They never got back to him with approval so he left without doing anything. I called CHW Friday, Saturday and Sunday. Each day it was close to or over 90 degrees. When I was finally about to reach customer service they said the tech didn't give them enough information. I stood right there and watched him enter in the information AND he called them. CHW sets up another tech to come out Monday (Memorial Day) no call no show. I wait all day to hear back from the company ... nothing! I call them on May 29th they say they will send someone back out. I tell them if the person cant fix the valve stem then what's the point. They send the tech out May 30 he says the same thing its the valve stem it needs to be replaced. He tells CHW 3 hours later they tell the tech its not covered. I had to wait almost a week for them to say it's not covered. Its a $70 part for a unit that's 6 years old and the unit won't work properly without it. Why am I paying for a warranty that doesn't cover a general part of a "supposed to be covered" item? I have asthma and severe seasonal allergies not having AC is not an option. CHW STILL has not contacted me to say the part isn't covered. They just leave you hanging ..... HORRIBLE I cannot say it enough!

If I could give 1 star I would. Called for a repair for our air conditioner and was given a fake ticket and a fake contact number. A week later another company came out and didn't do anything but take pictures, then said our unit had debris around it (it didn't) said that the motor to the fan may be going up but the coil needed to be cleaned before he could say. Since when does a coil have anything to do with the motor to the fan. We were told that it wouldn't be covered because the unit needed maintenance. This company is not worth a dime. We will no longer be using Choice Home Warranty. They are worthless

This company is the worst. Our air conditioner broke in May (hottest Memorial Day weekend we have has) after purchasing our house 8 months before. They scheduled a technician (Rutherford Heating & Air in TN) on a Friday who did not show up and did not call to let us know, they scheduled him again the following Monday and he did not show up also with no call or anything. We then scheduled our own technician to come and assess the situation and after all of that Choice declined the claim. I also spoke with our technician who said they have worked with Choice in the past and found it difficult to receive payment. Terrible service and you have to wait way too many days for serious issues that should be covered.

My air conditioner stopped working. A technician came out and found no freon in the line. He said there was no indication of rust or corrosion in or on the lines. This was told to Choice who said they would call back with a response. Within 15 minutes an E-Mail was received saying the repair was not covered due to rust and corrosion. It is beyond believe that someone 600 miles away could tell the lines had rust and corrosion while the technician examining them said there was none. I appealed the case. It took eight phone calls and two E-Mails before I received a reply eight days later . The answer was corrosion and rust are not covered. I could have the freon put back in, $1,500.00 not covered and have the line inspected which also is not covered. The representative said after spending at least $2,000.00 it probably will not be covered. I decided to replace the unit. So much for air conditioning coverage. Not one cent was paid. It is also interesting that in the coverage section for air conditioning rust and corrosion are not mentioned. They refer you to another section where it is listed under limitations of liability. The technician said they will find a way to not pay for this. Save your money and do not purchase a home warranty. This is good advise. Paul F. Sack

I have purchased the Choice Home Warranty for two apartments for 6 years on 3/2/2019. The charge was $3,920.00 During the sales negotiation the salesperson denied my request to study the service contract before paying for the service, and made many promises, that directly contradict to the contract, which I was not able to see until after I paid with my credit card. 1. Scope of Coverage. The salesperson convinced me that this is a warranty contract, in his own words, better than the extended warranty that you can buy with the new appliance. He said: each time when something stops working, you pay $60, and that's it. We will fix your appliance, and if we can't fix it, we will replace it, free of charge. In reality, contract contains a section F. LIMITAIONS OF LIABILITY, almost two pages long, which contains 19 bullet points, describing very wide set of circumstances, where coverage is not provided. Actually this list of exceptions makes the whole service contract effectively non-existent. 2. Rust or Corrosion. Having experience with my previous service company, I directly asked the salesperson, if this will be a factor when it comes to the moment to fix or replace my not working appliance. The salesperson said - No, this will not be a problem. If your appliance does not work, we will fix it free of charge. If we can't fix it, we will replace it. The only thing that matters is for your appliance to be in the working state when our coverage starts. In reality, Section F contains this clause: 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as speci?ed by the equipment manufacturer, missing parts, structural changes, ?re, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure. 3. Contract cancelling. Salesperson stated, that the contract may be cancelled by me, the customer, at any time, and they will prorate my costs based on the time the coverage was effective, and will return me all the money from for the period from the cancelling date to the end of the contract. In reality, contract Section L. Cancellation contains point 4: 4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a 10% administrative fee and any service costs incurred by Us. Once again, when I was buying the warranty, they did not let me to see the contract, and all information I had was the sale pitch over the phone, which appears to be a gross disinformation on the every aspect of their service.

We are without our dishwasher now for 8 days I'm sure due to the appliance company not having the part to fix it. My complaint is that we are getting no updates from Choice Home Warranty it the appliance company making the repair.

If I could give zero stars I would. Ive filed three claims with this company. Save your money and do not obtain a warranty from this company. There are not available 24/7 as advertised. I have maintained all covered systems with proof as required. With each claim Choice denied the claim with the same excuse. The break was not due to normal wear and tear. The last denial was the last straw with my cooling system. A restriction in the flow valve was considered not do to normal wear and tear as it represents a foreign body has gotten into the system. The tech assured me that the system had no breaks in the line where a foreign bidy could gave gotten in and the regulator failed which caused the restriction, but choice claims this is not normal wear and tear. Choice had me wait two days in 80 degree weather to tell me not normal wear and tear. Save your money. If i had just gotten it fixed myself i would have my system back up and running. As it turns out i have to pay for the repair anyway so put what you would pay choice into an account for a rainy day. Three separate claims over the years and each time same reason. Failure due was not normal wear and tear. Choice has paid zero dollars for the three repairs I've had to fix or replace. The money i have paid Choice could have been better served in paying for the repairs that i had to end up paying for anyway. I have canceled my policy and plan to post my dissatisfaction about their company everywhere i am legally allowed too. NOTE: As of May 2019, they have had 4824 complaints filed agsinst them with the Better Business Bureau. Once mine is logged it will be 4825.

I signed up three months ago with CHW and submitted two different service calls and both were denied. The first issue was a ice maker and CHW said ice makers are not covered and the second service call was for black particles coming out of the water faucets. The tech came out and said the five year old water heater needed to be replaced due to settlement, then CHW said water heaters are not covered. I explained to CHW that the hoses connecting the water heater to the water source were the problem. The customer service lady was very rude and told me they hire the best techs. After all the running around I replaced the water hoses and the issue was fixed. I tried to cancel my contract with CHW but they would not refund me any of our money. Beware of signing up with Choice Home Warranty.

If I could score them líder I would! We had a water heater gomita, they did not cover it because they do not cover emergencies, the hallway was full of water and they said we could have waited. So much for their 24 hour service. AND! We made a claim as the electric breaker kept tripping, we paid the $75.00 fee for them to come out.. they denied this claim.. when I spoke with Ashley, a claims reviewer she asked me “who Btokevthe electrical wiring?” Really?! Like I am going to let someone in and “break” my electrical wiring!! And then she hung up on me!! I odies my premiums and choice hone warranty dues not pay for anything and they never follow up! Poor service, poor customer service, the electrician said they are terrible to work with that they deny everything! Pour communications!! And when I told her I was canceling the policy she didn’t even try to stop me just said she would gladly cancel it!!

I filed a claim for a washing machine and one was assigned to come 12 days later. In the meantime I contacted another company who came out immediately and diagnosed the problem and I authorized the fix. CHW has a reimbursement option but refused to honor it because prior authorization wasn't given. The ability to get a technician on a timely basis is an issue with CHW and they aren't flexible when homeowners are forced to find an alternative solution.

If I could give negative stars I would! I highly DO NOT recommend this company. When calling in to make a claim, they told me it was active. I explained that is my 30 day wait period over? was told yes, would you like to make a claim? I stated yes, I proceeded to explain my septic issue. The representative stated it was preexisting. I stated how? I am barley calling. she stated well, you cant make a claim for two days you are not done with your 30 day wait period. She lied and manipulated me. Later on the same day I went to cancel the policy and the service recovery manager stated she was sorry for a horrible experience. gave me 2 months free service and stated she would call me in 2 more days and get a technician out to us just to give them a second chance. She spoke with her manager and verified I was manipulated and lied to. she never called. called again 1 week after my initial call was place on hold for 30 min. Then had to call and get a manager and he was completely careless. I Explained to him the situation and he tried to make a claim. I explained that I needed to know if a technician got sent out, was this going to be preexisting? I was told by the previous manager that it would not be due to the deception and only being 2 days out from my 30 days? Disregarding my question, He bluntly stated I will cancel your policy. I stated wait! why? I asked you a question? he then said It will be preexisting. I said yes cancel the policy. He cancelled it. I stated I would be writing a review. He said annoyingly that is not necessary we didn't to anything wrong and hung up. MAKE SURE AND LOOK AT THE COVERAGE!!! THEY COVER ABSOLUTLY NOTHING!!! IT STATES ON MOST OF EACH ITEM DESCRIPTION: COVERS ALL WORKING COMPONENTS EXCEPT... THEN THE LIST IS PRACTICALLY THE WHOLE ITEM. THEY COVER THEMSELVES BY STATED COVERS ALL EXCEPT... THEY ARE LIARS AND MINIPULATORS AND FRAUD. I WILL SHARE THIS EXPERIENCE WITH SOCIAL MEDIA AND SPREAD THE WORD. DO NOT WASTE YOUR TIME!!!

The tech guy analized the problem in five minutes. Checked to make sure there was no other problem and said he needed order a part and would be back withus within two days.

I got the 3-year plan and of course did not really read the warranty. I have a older home built in 1955, my hot water heater need to be replaced after 20 years and I had purchased the warranty the year before. Well after the tech got here and called the office with the model and year of the hot water heater, I was told, get this, it was to OLD for the replace warranty because of course they would not be able to find the parts to repair it and they would not pay, even partially pay for a new one!!! I had to foot the whole bill myself so that was a total waste of my money. Several people have said these warranty companies are rip-offs because of the loop-poles and conditions they write into those warranty policies. I have not had one person I know not have problems when it comes to the company needing to replace the unit new!! Buyer beware! These warranty companies only seem to be good for when you sell your house and need to give the buyer at least a year's warranty. But wish them luck from whatever company you choose. I am sure they will have some type of problem if some appliance or unit goes out!!! Choice Home Warranty is the bottom of the PIT!!

Choice Home Warranty sent us a sub par pool pump repair company in June 2018. They covered a portion of the cost but we had to cover $700 out of pocket. 11 short months later the “new” pool pump goes out again! They sent out a new company to perform the repairs who informs us the former company they sent out installed a refurbished Chinese pump that can’t even be repaired that likely cost the other contractor $100! The new pool company sent a very reasonable quote to Choice and they rejected the repair stating it was too costly and wanted the old pump repaired. The contractor said they don’t even make this pump and there is no way to even repair it. Choice told us they approved the repairs and would cover the cost only to later reject it. Choice sent us 4 companies contact information after over four hours on the phone and four calls each of which is had awful reviews and are rated F with the Better Business Bureau. Not only that but they expected us to pay another $65 fee to have the pool looked at after they are the ones who rejected the original repair quoted. We still have to resolution to our claim. This company is about COST ONLY not QUALITY! They could care less about customers having a good experience or being provided quality work. I would NEVER EVER use this company. Absolute waste of our hard earned money. We trusted them to take care of our home warranty needs and they absolutely let us down.