Choice Home Warranty

Do NOT do business with this company! We had a water leak in our kitchen island and they dispatched an authorized plumber to make the repairs. The plumber failed to get approval from Choice Home Warranty to open the island wall to facilitate the repairs and therefore we are left with a big hole cut into our island wall. We called Choice Home Warranty and they said this would have to be a separate claim and sent another repair company out for the wall repair. We were required to pay the service fee to the drywall repair company only to have Choice Home Warranty refuse the claim since the original repair by the plumber did not get prior approval from them to cut an access hole. This company couldn't care less about their clients... very poor customer service to say the least!!

Waited four weeks to have someone come out to look at my oven. They then suggested that I get my own repairman and submit the invoice to receive reimbursement. I did that and the diagnoses was a burned out connector. They then said they needed more information and two employees suggested adding a power surge as the reason in addition to the actual reason for failure. I followed their recommendations and then the claim was declined.

After many attempts to reach the company, my claim was declined and told it was due to the ”recommended” power surge which could not have happened because I have a whole house surge protector. This company is a rip off and will take advantage of senior citizens. Terrible customer service. Phone techs are taught to suggest help something that will guarantee a claim decline. Filing with the State Senior Abuse charge!

Choice Home Warranty is probably the worst of companies, I have been with them over 5 yrs have septic coverage, need to have it pumped in December, they would only cover $250 of the $750 that I was charged. They wanted to speak to the provider and naturally it was after hours.

I went ahead and had the service done and I paid for it! Tried to get reimbursed, went through the process, submitted all documentation, they said it would take 45 -60 days to reimbursed.

Now 60 days later they said I have to resubmit everything and start process all over again. So in other words they don’t want to pay anything!

Choice Home Warranty is a waste of your money. I made the mistake of buying a several year warranty, so I have dealt with them many times over the last several years. I have had many problems that any homeowner would find very troublesome.

When I purchased my warranty, the sales rep made multiple representations that were just out and out lies. 1. He said that if an appliance is not repairable, it will be replaced with a new appliance with similar features at no cost to the home owner other than the deductible.

That is NOT what their warranty actually does. For example, I had a high end refrigerator that went out several years ago. Their first step was to send someone out to diagnose the problem.

He told me on the spot that it could not be repaired because the parts were no longer available for this model. CHW's response was to spend the next several weeks trying to find parts that had been discontinued years ago.

They finally gave up and said they would pay for a replacement unit. I said, "Great, when will it get here?" Their response was, "We don't replace appliances. We'll send you $200. You go and buy one and install it yourself."

Mind you this was a $1000 refrigerator when it was purchased 15 years earlier and you certainly couldn't replace it with a similar model today for less than about $1400. Their explanation was that their warranty states that they will pay the WHOLESALE value of a replacement appliance.

Never mind the fact that I as a consumer can't buy appliances at wholesale! After complaining and escalating the complaint several management levels up at CHW, I finally got them to agree to about a $400 check. But I still was out about $1000 on the replacement.

So much for the salesman's promise of replacing appliances at no cost to the Choice customer. 2. I was told that the advantage of Choice Home Warranty is that you have the "choice" to select who will do your repairs. Again, that is a total lie.

Like most home warranty companies, CHW has a group of vendors who have agreed to accept work from CHW. These companies are few and far between. Rather than vendors from my city, Choice usually sends vendors from 40-100 miles away.

In talking with plumbers, electricians and HVAC repairmen who do not do work for Choice, I found out that they choose not to accept work from them because they pay so little or sometimes not at all.

So the tendency is that the only companies who will work for them are companies who have such a bad reputation that this is the only work they can get! THAT is who CHW will send to do your repair. It's like going only to doctors who graduated in the bottom 5% of their class.

3. I was told that work would be expediently handled, in most cases the same day or the next day. Again another outright lie!

A perfect example- my most recent experience. I called CHW to report that I had a toilet that was leaking at the base. This is a simple pretty quick repair, one that could be handled with a single visit.

They pull the toilet, run a snake down the sewer line to clear any blockages, replace the wax ring the toilet sits on, remount the toilet. Plumbers come in a truck that is stocked with the most common things they need and wax rings for mounting toilets are on EVERY plumbers truck.

How did CHW handle it? At first, it looked promising. On Friday, January 15th, I posted the claim online. On Saturday I received an email they could not find a plumber to get to it expediently and that I should select one on my own and they would reimburse me for the work.

I called a local plumber who could have someone here early on Monday, the 18th to do the repair. Then before I could notify CHW, I received an email that they had found someone who could be here by 7-11 AM on Sunday the 17th.

I called the CHW plumber to inform him it would have to be after noon on Sunday and left the same message at the claim center. I received no acknowledgement, notice or word from the plumber and he finally showed up about 5 PM on Sunday.

When he got there, he took some pictures, asked for the deductible to be paid and left. No repair was done because he would "have to get approval and then order the parts".

This is the standard delay that CHW uses even when the vendor has the parts and could repair it on the spot. If they repair it on the spot, CHW won't pay them! The vendor left saying he would be back in the next couple of days to actually do the repair.

On the 19th, CHW officially approved the repair. I received a notice that the plumber would be here the following Saturday, the 23rd, from 11-3. We waited around until after 6PM. No plumber, no phone calls or messages.

At that time it had been over a week since we had been able to use our toilet. I wrote a complaint at the CHW web site and they responded by scheduling the same guy who was late several hours for his first appointment and no showed for the second one.

The schedule date? Another week away on Sunday, the 31st. I called to complain and see if I could just schedule my own "choice" and they said no. I have to use this guy. They called him and he said he could move the date to Saturday instead of Sunday.

I told them it's been over a week and I want someone here today or tomorrow. So much for "choice"!

Whenever you have a plumbing emergency, you do have a "choice" with CHW- pay for repairs yourself with no reimbursement or wait weeks for the repair to be made by someone through CHW who can't get business any other way than to work for these hucksters at Choice Home Warranty.

4. When I balked at making a several year commitment, the sales rep said, “No problem. You can cancel your agreement at any time and get a refund for the unused portion”. So I thought, what do I have to lose? Again, an out and out lie.

Choice Home Warranty does NOT refund warranty fees if you cancel your agreement. Once you make the purchase, you can kiss that money goodbye. You will never see it again and you will NOT get what you paid for!

Not sure what home warranty company is the best but after several years of using Choice Home Warranty I can say they are the Bad.

I had my home on the market and decided it may sell quicker if I had a home warranty, so I decided on Choice Home Warranty and paid in advance for a year. The house did not sell so I paid for a second year without having any repairs.

During the second year they did replace a garage door opener without any problems. At the end on the second year, they made me a great offer if I paid for 3 years in advance.

The first call was due to a toilet tank repair which I should have repaired myself. The repairmen took the complete toilet off the floor and broke the floor flange. The repairman said it was leaking at the floor. It wasn’t, the problem was with the flush valve.

I was charged approximately $150.00 by the service provider for this repair. They did repair the flush valve and continues to work after spending $200.00.

Now the problem is with my Sub-Zero refrigerator which stopped working two weeks ago. First of all, I believe Sub-Zero is the worse refrigerator made, ask my neighbors and you will get the same answer.

After calling Choice Home Warranty regarding my refrigerator, I received a call from a service company telling me it would be several days before they could come out. At this point I asked if they had knowledge of Sub-Zero and the serviceman said he did not.

A second call to Choice Home Warranty and they did send a technician who I believe knows little. After two weeks I still have no operational refrigerator and no explanation after several calls to Choice Home Warranty.

Been trying to get a furnace repaired as of October 02, 2020. This is October 10, 2020 (8 days ago) and still no one to repair the furnace. CHW claims they are trying to find a Tech.

We purchased this home warranty because we are on a very strict incomes and thought by paying a monthly pymt and a service charge we can handle that, so we wouldn't have a chunk of cash to pay a repair.

Not to mention it is a little chilly at night and my 86 yr old Mother lives with us who is cold and frail. I found out that CHW has limits on repairs and if they can't repair an appliance they only pay up to $1500. Now who is going to buy a furnace for $1500?.

CHW claims they have 15 techs in our county (yet they can't find one). The reason they can't find one is "they DO NOT pay the contract company that goes to a customer/client home to repair their appliance". Guess I will cancel this cheap ** company.

Choice in the past was a very good home warranty company but now it is horrible. I would not use them during this time. I have been with them around seven years and They were pretty efficient up until this year.

Most recently I’ve had to wait over a month to speak with a caseworker to get my issues even discussed and are being told that certain things are not covered like indoor pipes are not covered since I know that they are as part of a plumbing system.

Another problem is that you cannot get touch with the caseworker. There Is no way to contact them directly and it takes weeks or months to get a response either by voicemail nor emails.

Choice Home Warranty has quick responses to my service calls. However, my claims were denied twice. The first claim that I was denied on I agreed on it, but the second claim was wear and tear on a kitchen faucet handle that broke off with no name on it.

Choice denied the claim because the plumber did not know I still had the part that broke off. Choice still claim that the part is missing. Therefore, this is my last contract with Choice Home Warranty.

My air conditioner went bad and called the technician, he found the problem and the compressor needs to be replaced. For which Choice company asked me to pay 1700+ from my pocket.

Their case manager service really sucks, they don't even respond on time. Cannot trust them, they are smart enough to get money from customers.

My stove stopped working. The service tech came out and checked it out said it was the control panel and it had been discontinued. They would not replace the stove. Only offered $300 to get a new stove. You can’t buy a new stove for $300. Had to buy out of my own pocket and out $60 for service tech. Don’t buy a warranty from Choice. They will not replace your appliances.