Choice Home Warranty

Absolutely Terrible. DO NOT USE. It's not even that they won't pay for a repair. I have called 8 times and spent 7 hours on the phone over the past 4 business days and have not been able to speak with anyone regarding my claim. I paid over $1000 for a policy and can not even speak with case manager to get the assistance I need. 0/10 customer service and accessibility. As a result, my house flooded causing my grandmother to slip and fall while no one else was home. Currently in the process of filing a lawsuit.

We have had Choice for two years and at first we’re reasonably happy with their ability to take care of small issues quickly and easily. However, our first large repair with them was a total nightmare, and as a result we will not be renewing our policy. Our tankless water heater began behaving erratically in October. We called Choice and they sent out tech after tech who were clearly not knowledgeable about the machine, and would just replace parts with no improvement. Choice would lose records of repairs and conversations we had, renege on promises and completely disregard requests for follow up from both me and techs. Six months later, when they finally agreed it needed to be replaced, they tried to charge me over 2k for “uncovered costs” and their appeals process was a joke. They claimed cashing out was not an option (it had been the week before) and we instead paid 2k to a local plumber for the whole job.

If I could give zero stars I would. They never covered anything when a claim was made. Then when I didn’t renew my policy after paying for a year in advance they took it upon themselves to place me on a month to month plan and charge my account without permission. When I called to cancel the policy I was transferred multiple times and then hung up on. I eventually received and email telling me my policy was canceled. Horrible service!

I filed a claim with Choice Home warranty for a water heater leak in January 2022. After a 5-minute look at my tank, the technician explained that the leak was not covered because the problem was 'internal'. When I had a plumber out recently he indicated that the leak began with an external valve, which was a very simple and inexpensive fix. However, as a result of it not being fixed the water heater would have to be replaced which was well over what it would have cost if it had been repaired initially. I am writing this, just to let people know to beware that Choice Warranty does not honor its contracts and that they will find ways to ensure that they do not have to pay for the items that are covered.

Worst company ever . The technician they had sent out was amazing but that’s the only amazing experience about it . Had the appointment April 1st for my fridge that went out and did not get to speak with a claims supervisor until April 7th . From there they claimed they were sending out a check that would take 15-20 days . Then called back to get an update to be told it takes 30 days and then the agent refused to transfer me to a supervisor or my claims agent who I have been trying to get ahold of for 4 DAYS ! I have to wait for the claims agent to reach out to my emails and voicemails (but the agent said they don’t check those) , which I have already been waiting 4 days and nothing . Not to mention claims supervisors don’t work weekends so you can’t get anything done there besides being told by an agent that they can’t help me . This whole experience has been horrible and I don’t recommend them to ANYONE . This company doesn’t care if you have kids that need milk to go to sleep every night or the fact that people need a working fridge .

Worst company ever. I waited 4 months after multiple cancelations to get my dishwasher fixed. 2 weeks later it broke again.
Then the sales rep convinced me to add septic system to my policy (another $160) saying I get 1 courtesy pump a year for $65. He said wait 30 days before you can have it pumped. I waited 45 days and called and they said because there was no sewage backup in my house they would not pump it. I was then transferred to the resolution team. They said they would honor a 1 time pump because of the lie and because it took 4 months to fix my dishwasher. I after called the tech for not showing he told me he never agreed to come out and do a job for Choice because he always gets screwed on getting paid but he finally agreed to do it. The tech showed up and we called Choice and they said go ahead and pump it. His hose was 20 feet short. He left and after 2 weeks of calling him he never returned my call. I called choice and they said sorry there is no sewage in your house so we are not going to honor our word and let anybody pump it now.
My faucet in my shower was leaking. A tech came out to fix it. He didn't even have the proper tool to get the screw out of the handle. 2 hours later he had drilled a hole through the faucet. He calls Choice and tells them he don't have the tools to replace the piping in the wall that needed replaced. They set up a new appointment with a company that is an electrician not a plumber who said they never told choice they would come out either. The 3rd appointment I called the tech and he said I never agreed to do work for Choice. If you want me to come out and replace the piping and everything it will cost $450 to $550 dollars cash only. 6 weeks later I still have water coming out the broken handle.
I put a claim in to have an electric company come out because my master bedroom fan motor is getting hot and not coming on and the fan in my bathroom quit working. The tech never showed. I called them and they said I never heard of Choice and we didn't agree to do any work for them. They said have them call us and we will work this out and help you. I called Choice and they called the electrician. They said they had the wrong email and they would send over the job to the electrician and call in 1 hour to the electrician to finalize an appointment. 3 hours later the electrician still didn't receive an email. 2 hours later I get an email from Choice saying they were looking for a new electrician to do the job. I said what happened to the company that said they would do it? They said they are out of network. Funny thing is every company they try to send to my house is like 50 miles plus away and this company is local. Bottom line is in 8 months the dishwasher was the only thing that got fixed 2 times and it still is not working properly.
Don't waste your money on Choice Home Warranty. They are definately a scam.

Choice rips off not only homeowners but their own vendors /service providers . They send you a contractor , and then refuse to pay invoices they previously authorized ! One month or two months after service or repair was done , they simply chuck contractor’s invoice in more than half , or just delete invoice , or mark it $0 and say repair was unsuccessful . Then they put contractor’s account on hold for 180 days or even 365 days and refuse to release even a fraction of their previously authorized amounts . Imagine , they want contractors to wait 6 months to a year to get paid . Vendors AND Customers DO NOT sign up !!! Choice’s authorizations mean nothing , your invoice can turn to $5, $10 or even $0 and you are at their mercy .

I cannot stress enough, DON’T USE THESE PEOPLE!! They are not Americans, Americans don’t treat other Americans this way!! They will find any reason not to pay for your claim and still charge you $65 for them to come out and diagnose the situation only to be denied.

First off--there's a clause in their contract that reads like this: As per our policy section G-2: This agreement may be renewed at our option. In that event and unless you cancel this agreement, you will automatically be renewed to a monthly- plan at your current coverage level at the current prevailing monthly-plan rate and be notified of such prevailing rate and terms for renewal.
How do I know this? Because they started deducting $67.83 a month from my bank account. You have to actually email and say CANCEL my policy. You can not simply say "I don't wish to renew". It's amazing, and it's CRIMINAL. Miserable experiences that lead up to this: 1) AC seasonal 'check up' and covered. What's not covered is any coolant they might have to add. This warranty came with the purchase of the home from the seller. Not knowing the actual condition of the AC I paid out of pocket for coolant. The following year, I hired a company the neighbor recommended. No coolant needed. In fact, 3 years no coolant needed. So, sent a untrustworthy contractor. Year 1 they did come replace the garbage disposal with out issue 2) In year 2, the additional freezer that I pay extra to have covered. First contractor showed up 6 hours late on a Friday. I get it, they're busy. But in hindsight, I shouldn't have been surprised that he said "oh its fine, just put a fan on it'. He wanted to go home for the day. I immediately filed claim with Choice that this contractor did not fix the problem, and messaged every day for 3 weeks. It took almost 4 weeks for a contractor to show up and tell me that the compressor was out. Obviously, we lost the grocery inside the freezer costing us thousands. They paid me replacement--how does that work? They will send you Lowe's gift cards. Here's the problem, they were only giving me $400 and there was not a single freezer at Lowes for less than $700. If I wanted one that was the same size and brand, it was over $900. I had to argue to get them to send me the $400 check so that I could get a freezer from somewhere other than Lowe's. I was able to get one at Sears, same brand and size for about $700. So while out of pocket was still $300, it would have been more if I'd accepted the Lowe's gift cards. That freezer experience almost gave me an heart attack. When they started calling and emailing about renewal I always said "I don't wish to renew". But I never thought I'd have to say "CANCEL my policy". So now, here we are with them taking monthly payments. My fault for not noticing the charges.

We have been a CHW customer for 2 years. Within that time we have filed one claim for our A/C, one for a leaking toilet, one for a broken faucet, two for our range top, and one for our Heat Pump. Anything "minor" that needed repairing/replacing was fixed with no problem. However, we had to make repeated phone calls for them to find an acceptable contractor. Of course, they offered us the "reimbursement option," which were hesitant to do.

Now our heat pump is no longer working. We were assigned a contractor fairly quickly who determined that our entire system needs to be replaced. After a few days the claim was of course denied. We then filled out the form to appeal this decision and were told that a contract manager would be in touch within two days. A week went by without hearing a word. Then another week. We finally were assigned a contract manager who was supposed to get in touch with us. Still no word. After several messages left on this person's voice mail, we finally received one call from a totally different person. Because we were unable to receive this single call, we were told that they had been "trying to reach us" and that we needed to set up an appointment to discuss the claim. We were given an e-mail with a link to schedule the appointment; however the link did not work.

Finally, after another call and message left, we were called by the new contract manager who essentially repeated what was said in the denial letter. I personally think that she had no intention of even entertaining the idea of paying for any of our system's replacement, she seemed to be simply following the company line. The length of time it took for them to finally say "no" a second time was ridiculous, almost a month. Thankfully, it was not the dead of Winter or the middle of Summer.

I will say that the technicians/contractors we have dealt with have been professional and have done a good job. This, however, does not reflect back to CHW.