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Choice Home Warranty


Country United States
State New Jersey
City Edison
Address 1090 King Georges Post Rd
Phone 888-531-5403
Website http://www.choicehomewarranty.com/
Most Useful Comment
  • Dec 28, 2017

I signed up on the 11th of Dec. on the 23rd of Dec. my water heater started acting up, called and was told it would be taken care of, 2 days later called back they said oh its too early, but we'll bump up your start date, the next day received an email, we can't find anyone, but you can. so i made an appointment. had to pay $200 out of pocket to get it fixed, called to cancel and they charged me $50 to cancel and $50 to change the start date, They Did NOT help me but got $ 100. out of me and all I received was Rude Service. They are a Scam!!! be smart don't go with these Nasty Peopl

Mark as Useful [1 vote]

Choice Home Warranty Reviews

Most Useful Comment
  • Oct 6, 2019

This is the ad Choice Home Warranty is posting online for "Senior Citizens". I cancelled my warranty after they refused to repair and/or replace my stack washer/dryer which had been working fine and had never had any repairs over an 18 year period (they say "even 20 years") and had met their "waiting period" to qualify for repairs/replacement.

Their technician told me one thing, told them another, and didn't provide them with the pictures he took of my unit. I filed an appeal and was told by their "appeal person" that they were not going to pursue my claim any further and would be closing it. The ad is as follows:

Get A Home Warranty

Unexpected home repairs can be a nightmare and literally wipe out your bank account. This can be catastrophic, especially for seniors living on a fixed budget.

Unfortunately by the time most home owners hear about this, it's already too late. Choice Home Warranty is a brillant program that could save you thousands of dollars on costly repairs when you need it most. Never pay for covered appliance failures, electrical issues, broken furnaces and any other applicane at the [end] of it life cycle.

Many homeowners make the maistake of assuming their major applicanes are covered under their homeowners insurance, that is until their furnace or refrigerator breaks down and they are left paying hundreds or even thousand of dollars out of pocket. Problems like a broken refrigerator or dishwasher are not cheap to fix or replace. What about a broken air conditioner or furnace? These issues would likely cost $1,000's of dollars out of pocket to fix!

Luckily, homeowners can now take advantage of a home warranty plan regardless of when their home was purchased. Even if you purchased your home [20 years ago], you are covered under the event of unforeseen repairs.

Mark as Useful [1 vote]
Most Useful Comment
  • Sep 2, 2019

The current Choice Home Warranty website and promotional ads recently featured the replacement of just such air conditioning systems as mine implying that such replacements are routine, enticing people to sign up for CHW. Section F number 1 is given as the reason for non-coverage. The fact that this, section F number 1 exclusion, in this craftily drafted contract, is included pages away from the section on air conditioning/cooler coverage is deceptive and exploitative.

The lay person has no knowledge of this particular and very likely cause of system failure. This is a ridiculous assertion when referencing a 30 year old unit. The fact is that this is a very predictable failure in a very old unit and not the result of neglect or non-maintenance. The maximum expected life of a well maintained system is 15-20 years, irrespective of corrosion. Becoming inoperative due to normal wear and tear are the terms as to what would be covered.

Despite the representations in their contracts, Choice Home Warranty has used creative and deceptive means to deny my claim. Choice Home Warranty recently settles a major case in New Jersey regarding this very same denial of claim practice.

Mark as Useful [1 vote]
Most Useful Comment
  • Jan 26, 2018

I have submitted 2 claims to Choice Home Warranty. They will not pay more than about 25% of the repair cost of the AC system repair. They say the system was not maintained by the previous owner. Even though I had the system maintained since I bought the house, they say the same thing over and over. If you are looking for a home warranty company, do not choose Choice Home Warranty. I heard American Home Warranty is a much better company.

Mark as Useful [1 vote]
Most Useful Comment
  • Dec 28, 2017

I signed up on the 11th of Dec. on the 23rd of Dec. my water heater started acting up, called and was told it would be taken care of, 2 days later called back they said oh its too early, but we'll bump up your start date, the next day received an email, we can't find anyone, but you can. so i made an appointment. had to pay $200 out of pocket to get it fixed, called to cancel and they charged me $50 to cancel and $50 to change the start date, They Did NOT help me but got $ 100. out of me and all I received was Rude Service. They are a Scam!!! be smart don't go with these Nasty Peopl

Mark as Useful [1 vote]
  • Oct 18, 2020

I bought this Home warranty in April 2020 , no issues untill i filed my first claim in October 2020. I had issue with my water heater tank so i filed a claim with CHW after a week of a claim processing the technician came to my home to check out the tank and stated that the tank needs to be replaced and they stated its not cover under your warranty and i was updated when buying the policy that everything is covered.

I figured i become a victim of not reading their fine prints, after arguing a little with customer service rep they assigned a case manager named Azfar Ali, who was not at all helpful and very poor customer service and made me come to a decision of cancelling my policy. When i asked him to talk to his manager he was like i am the manager and their is no one above me that leds to end of conversation. I plan to write a letter to the CEO of this company as they are lacking very badly with their customer satisfaction.

I requested to have all my money back if they cannot have another technician come and fix it for me as i am aware the tank is not that old and fixable. They want me to pay for everything out of my pocket. This company is fraud and will do everything to deny your claim and keep your annual paid money in their pocket. Please do not get into the trap of their sales representative.

  • Oct 17, 2020

Purchased Choice Home Warranty for 1 year in July 2020. I let all my other warranties lasp in order to put everything under Choice Home Warranty. The first claim I filed in October has been rejected without a tech even being sent out to my home. We have been without hot water for 3 weeks now. Keep getting promises that someone will contact me and it has been days and have not heard from anyone. Very upset!!!!

  • Oct 13, 2020

Choice Home Warranty (CHW) asserts that by purchasing their insurance, they will cover all of your appliances and will replace your appliance if it is not repairable. What they don't tell you is that you are stuck with whatever contractor they deem fit (whether you feel comfortable with them or now) and that irrespective of how valuable your appliance is, you will only get a fraction of that coverage. What they also don't tell you is that you will spend a minimum of at least 8-10 weeks trying to get any appliance repaired -- very problematic if you're trying to repair an air conditioner in the summer or a refrigerator! I purchased my policy in June. The first claim I made was on August 3rd for my refrigerator over-freezing. The repairman who came out did repair part of the problem but then accidentally broke a part pertaining to my freezer. I then suddenly received a rejection letter letting me know they could not repair my refrigerator because of my contract which states the following:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and

Become inoperative due to normal wear and tear; and

Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

None of these apply to my situation so I am unclear about why they will not approve the repair. As of today (10-14-2020), I am still trying to get CHW to repair it. I get daily emails telling me a case manager will get in touch with me but no one ever does. Every time I call, I leave a voicemail message but no one ever returns my calls. If I call the main number, I am on hold for at least 45 min and am told a case manager has to resolve my problem. I have spent over 15 hours on this issue to date.

My second claim was on August 4th for my air conditioner which had suddenly started blowing hot air. A repair company showed up and the compressor shorted and blew during the repair. He put in for a full replacement. I subsequently spent two months waiting for someone -- CHW or their contractor -- to get me a replacement which meant a cheap, low-cost version. I requested to have an equivalent brand of what I had and pay the difference. The contractor never ever called back and repeated attempts for CHW to contact him resulted in them approving to just reimburse me the amount which was $1,300 (to replace my air conditioner cost of $3,000).

Therefore, CHW is a ripoff...they don't do what they claim to do (reimburse you for the appliance) and they will drive you crazy and at least three months to just get a simple fix which would probably take you a week or two to do.

  • Aug 9, 2020

They won't help me into getting one of my property had a issued on the AC they never try to send them back or someone else to look into or to fixs it they mad excuse lies, and then they lied they didn't get the repair reported which they did becuase I spoke with the man Fabian that went to the house he said he did return the repaired report to them they denied then I called Home Choice warranty Victor Ross said he would send someone for me not to call so I took his word but he never did do it.

So i call agin they had me waitng that the Supervisor had to call me he never did it took a whole month I was calling leaving message ikept on hold for hours before someone would answer and when they did they would hang on me I would call back and they would the same. I told them I wanted canel I no linger wanted Home Choice Warranty they don't try to get nothing done or try to call back even though I call many times left messages they had no concer of giving no servie into geeting the repaires fix. I never had a problem with the other Home Warranty Company I had them almost 20 yrs. since I wish I shouldn't not swtich to Choice Home Warranty they convince that they were good and offered good services and I believe them, they took adavance money from my bank account before the end of the covered.

I want my money back I even paid my fees and they didn't do nothing to getting fixs either. Choice Home Warranty is a riff off company. I no longer trust that company the people who work for that company lie to us. I am very dispointed with Choice Home Warranty they don't have no consideration to call back or return my calls.

  • Jul 22, 2020

The blower in our air conditioner broke. The tech sent us the diagnosis report in an email and even listed the cause as "normal wear and tear". At first, the company sent him a text stating that they would not cover the repair because " it was a policy exclusion". When my husband called to speak to the claims representative, a woman who didn't speak very good English told him that we were still in our "30 day intro window and could not submit claims, that's why we were denied".

After my husband said a few expletives and clarified that even if we WERE in our introductory window, why would they open a claim and send a tech and make us pay the deductible? So she hung up on him. I called back, got another broken English speaking rep and tried using non-threatening language to find out why our claim was denied. This time we were reassured that our policy was well beyond the 30 day intro period, we were just waiting for the "claims action response team" to review the diagnostic report that our tech sent out an hour ago.

An hour later, we received an email from that very team informing us that the broken motor and blower that the tech documented was "normal wear and tear" was actually "not normal wear and tear, therefore we will be processing this repair...thank you for choosing Home Choice Warranty".

we are currently in the process of filing a claim with the attorney general.

  • Jun 25, 2020

Choice Home Warranty Dryer quit. They said they send out tech. Then they said they didn't have tech get our own. We did. They said they would reimburse repair. We had to enter info in their system. System wouldn't let us. They said to fax estimate. We did. Now we ar eback to"We can't enter info". They do not reposnd to emails or call. RIP OFF from day one. Edison NJ

  • Jun 6, 2020

I was contacted by Michael Lewis ,([email protected]) by email to give me all info and sign me up for 6 years with a one time payment of $3075.ooon April 17th, 2020. He said because I am a senior and live alone this was a great deal and I would have no worries about fixing all covered items in contract. It seemed like a great deal because I don't know anyone in this area as I am a new houseowner. And he promised me that I only needed to call and file a claim and within the day or next day service would be provided to fix the problem.

I filed 2 claims on May 18th,2020. 1. Main Toilet leaking all over floor. 2. Garage door opener chain fell off and is hanging and so door won't open or close. I received a claim number for each: 1) plumber #85770699 and 2) garage door technician #85770408. It took 2 1/2 weeks for the plumber after they emailed the first cancelled and the second was 1 week later.

Today is June 7th,2020 and nothing on the door opener. They won't take my calls and when their answering service says they will do a auto call back, it never happens. I received an email 2 days ago stating they couldn't find a tech to fix the door opener so suggested I fill out a form and find my own tech to fix it and pay him myself and the Home Warranty will reimburse me for what they deem a reasonable amount.

I am a Senior on limited SS income and all I had saved paid for this warranty plan, because I was told it would save me money and the hasstle of finding a repair person.

I am now holding the bag on 3075.00 dollars and no money to pay a repairman no less find one to do the job.

I did call a plumber before they finally sent someone out and was told they would not ever work with Choice home warranty because of the low pay and paperwork. They said they were told by home warranty that they have to come to my place and check on the problem, then get hold of home warranty and wait for their go ahead to fix that is after they fill out many forms. After the fix they then have to fill out more paperwork to send in and wait for payment in what the home warranty deems suitable.

Thank God it wasn't the middle of winter and my furnace would fail. I would freeze and house would freeze up and no money to get help, because Choice Home Warranty took all I had with idle promise.

When I did initially get hold of Home Warranty they only said to me well we are having trouble finding someone because of Covid19. Now when you call you get the answering machine stating same thing.

  • May 28, 2020

We had a plumbing leak that damaged wood flooring in one room and three closets. CHW sent a plumber who identified the issue as a "leak under the slab". CHW denied coverage due to their under slab plumbing clause. We shelled out $1700 to have the diagnosed problem "fixed." I then rented and operated a dehumidifier for a week before repairs. Ten thousand dollars later our dry wall and flooring was replaced.

Seven months later we discovered that behind a couch water damage had occurred again. Additionally, under items in the same three closets water damage was also evident. Now we noticed that the water leak was spreading to the master bedroom and wood flooring was again buckling. We called CHW and a different plumber came out. After three visits without a leak detector, that was denied by CHW, the plumber left and said he'd call CHW. Before he did he said he'd have to look inside the walls. Sheetrock again was cut out to find moisture and mold. I called CHW who said they would not send him back since the leak was in the slab.

At this point we called a plumber who was recommended by the HOA. In 10 minutes he found the problem in the half bathroom between all the rooms. The toilet had been leaking due to a faulty wax ring and flange. Three hundred dollars later the problem was fixed with a one year warranty.

I called CHW explaining the discovery and damages that had caused further damage. They asked for an invoice, I emailed it to them. A week later I received a claim rejection from the representative, adding that a flange is not covered in the contract. My appeal was that the flange was fine initially since it had never been looked at, and as a result the continued damage had occurred.

CHW would not take that into account. I pointed out that the contract states "our focus is on quality... ensuring quality work from our contracted technicians." All CHW service vendors are pre-screened... Performance is constantly monitored... Your satisfaction is our biggest priority." None of my interactions displayed that.

CHW went on to say that their Vendor Relations Department in New Jersey "sometimes goes to the state to monitor services." This led me to believe that the two plumbing companies in Texas had never been vetted for competency. CHW would neither confirm nor deny my assertion. CHW keeps denying responsibility and rejecting legitimate customer concerns.

  • May 28, 2020

CHOICE Home Warranty takes your monthly payment fee but they DON'T follow up on a service repair call. I had a pipe leak in my ceiling and they said it would be 24 hrs before a repair company would contact me. SERIOUSLY! Then they said I could call a private repair company and submit my expenses and they would pay a portion of the repair cost .....I received ZERO $. I called yesterday for a repair and they gave me a confimation #86676438.

In the middle of the night I received an email stating I could get my own repair company and they would reimburse me. NOT going thru that again. Then we received a TEXT message at 11:00a.m. stating some would be out today 5/29/20 between 1 + 5. We sat waiting for the repair and at 4:55p.m. received a TEXT message that it had been rescheduled for 6/2/20 between 1 + 5.

How RUDE...they knew they were running behind and didn't bother to contact us plus......thier customer service dept CLOSED @ 5 and you couldn't speak to anyone. I hope others do NOT get involved with this RIP OFF company like I did. They are AWLFUL!! Companies like them should be put out of business.

  • May 24, 2020

When my AC broke down, choice Home Warranty , whose principals are Mr. Victor Mandalawi, Mr. VICTOR i HAKIM; Mr. DAVID SERUYA, sent a tech who tried to replace the control board on the machine twice and then gave up. the second tech said the entire unit is dead and needs replacing. Choice home warranty said that they do not cover replacement and denied payment. then I contacted the original company that installed the unit, they said that the only thing i needed is to replace control board and that it will cost $350.

I called the case manager Mr. Marc Ruehle with Choice Home Warranty who said to go ahead and send the bill. a week later he said that this payment has also been denied because i did not get the authorization prior to paying the other company. Obviously this company that was sued several times by states Atty Generals is perpetrating a legal scam. Policy #: 750258097 Claim #: 82236525

  • Apr 2, 2020

Have a 4yr. "Full" coverage Contract for household Applianceses & Systems. Paid close to $2,000 dollars for coverage because we are elderly & on a limited income of only Social Security. When you speak of a "hot water heater", you don't picture a Heating element by itself; you picture a complete water heater with a tank to hold the water! Even in their pictures they show a complete water heater.

The technician they sent didn't even touch the water heater; he just asked me some questions; took some pictures and made very sure that I understood that he would not be responsible for the disicions of the outcome. Sort of like he "knew" that they had a reputation of not abiding by their promises. I received an email answer saying that they did not cover the "Water tank". I called several plumbing & home warranty companys & they all agree that a hot water heater includes the tank!

I am tying to find out how I can get out of the contract & get re-imburssed some part of the money. Ironically the technician they sent over told me that he could replace the waterheater w/o the home warranty for a fee! I have photos but dont know how to include them.

  • Jan 29, 2020

On Nov 4th 2019 I filed the report for my heat pump not working by Choice Home Warranty. They assigned the HVAC Solutions (919-986-2570) to come and diagnose the problem. They came and took some pictures and sent those pictures to Warranty company. I got an email saying the following:

Your claim was submitted on 11/04/19 and was assigned to HVAC SOLUTIONS on 11/04/19. After the appointment date on 11/04/19 the technician submitted details pertaining to your system failure.

It has been determined that the inducer motor and the burners have suffered water damage and have failed, and are now in need of replacement.

Please refer to your terms and conditions section F number 8; we are not liable for conditions caused by fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of god.

Appeal Right

  • Dec 30, 2019

This is the second issue with a claim being denied. After speaking with 2 different AC companies, the companies MO is to deny claim with proper information and then try to settle for less money to make customers pay part of the claim.

I had 2 AC repair companies look at my unit and both techs told me these fan motors go pretty regularly. The company sent the second company to re-evaluate the claim and I informed the rep I would be on the roof with the technician(Miguel) and I would record our conversation about his findings. He stated 3 times that there was no issue, with the cleanliness of my fan blades, especially since I had recently paid $200 to have my fan blades cleaned along with my coil(Part of my yearly service).

I believe they fabricate the reports and when I requested a copy of the report they denied to present it to me. After speaking with Jorge Capcillo, office manager at A&J Appliance Installation & Repair Inc.(786-719-7644) he informed me that his service tech Miguel did not report any neglect on my part, that these motors wear out very frequently.

The Rep at Choice home Warranty, Nick Bennet stated that A&J did not report any neglect on my part and that the motor was not shutting off but runs fine. I asked her to supply me with that report and she refused. When speaking to the office manager Jorge, he said he had no physical report, because they upload the information on a company website.

I was sent the exact denial letter from the outcomes of both companies that came to my house within 3 days. A&J Appliance mgr Jorge just laughed when I asked if dirty fan blades (which mine where not) could cause this issue. He said Choice "always scams people so they don't have to pay the entire claim" "and they force us to use SUBSTANDARD PAR

  • Dec 11, 2019

Choice Home Warranty sent a refrigerator repair man to my house in May when my Refrigerator quit working. The repair man came to my house 3 times with various parts for the refrig. None of them worked. Through the process of elimination, the repair man that Choice Home Warranty sent out said that the compressor was bad.

It was then July. I had been buying 20Lb. Bags of ice every other day bc that was my only refrigerator. He showed me, in my Choice Home Warranty contract, where it states that compressors ARE covered. Choice Home Warranty insists that the problem is a refrigerant cooling line, and lines are not covered.

I filed an appeal. The repair man, who they sent out, filed an appeal. It's now December, I'm without a refrigerator, and they will not replace or repair the covered compressor on my refrigerator. He warned me that they would try to get out of covering the refrigerator.

Just as the repair man stated, Choice Home Warranty, has refused to repair or replace my refrigerator. They've taken my money for 4 years. But don't honor their contacts. A total rip off company. After reading all of these similar stories, I see that is comman for them to do. Rip off company!

  • Oct 17, 2019

I've had 2 separate experiences with Choice Home Warranty regarding my air-conditioning/heating system (Heat Pump). In both instances they denied the claims, siting their endless list of exclusions to the warranty.

My system is failing & needs to be replaced. This co. is just a rip-off & doesn't everything they can not to pay a claim.

  • Sep 9, 2019

ug 8 19 I filed a claim in Hawaii and they could not get anyone out to fix my A/C. They have a reimbursement program if you get someone out to check the system. I had someone check it who I believe was really trying to say what he thought would get them to pay for the replacement of the system. Based on his findings they said they don't cover rusted coils and freon leaks.

Not believing that was the real assessment or even fair I asked for a second opinion. The customer service representative was extremely rude and not helpful. She did not seem to want to help. Finally, after having to repeat myself over and over she finally agreed to have another contractor come out. She said I couldn't get reimbursed for the first one but she would try to have the second come for no charge.

Once again no one was found and I remain in a house over 80 plus degrees. Again, I found an A/C company to send out a technician last Friday the 6th. This tech, from a larger company, said there was no way the first guy could have seen any leaks in coils or got the Freon pressure to see there was a leak because the condenser is down. He even tried to force start it.

When I told him they said the coils were bad and that the company does not consider that normal wear and tear, he said that it is normal here in Hawaii where the salt water eats up everything and after 16 years there is no way you can expect anything else. I emailed his write up and explanation to the appeals representative assigned to my case.

When I woke up this morning 9 Sep, I called her to check. She said they denied the claim again. The funny part is she quoted the issues sited by the first technician. When I tried to explain to her that she was talking about an old assessment all she could say is that someone will email me the info. Finally, I got the email that, once again, quoted the information provided by the first tech. They still are not taking into account the new assessment and continue to deny my claim.

  • Aug 19, 2019

I purchased a home warranty on June 10, 2019 from Choice Home Warranty subsequent to purchase of my new home because it had consumer reviews higher in my area than companies I had previously used; however, Choice Home Warranty failed miserably when I needed help.

My contract (paid 3 years in advance) has a $60 per visit service fee and covers my garage door opener. My garage door opener stopped working 8/13/2019 and I contacted Choice Home Warranty on 8/14/19. The garage door is a big deal in our home security because we do not feel comfortable in our home without the garage door being secured.

I have maintained home warranties with another company on other homes for the past 20 years and I have never failed to be contacted by a service provider within 24 hours to schedule an appointment when I reported an issue. After no follow up by Choice Home Warranty, I called on 8/15/19 for an update and was asked if I wanted to restart the process as if I had cancelled the request for service - which I definitely had not.

Starting 8/16/19 this trend continued daily with multiple phone calls and emails, often unanswered, with Choice Home Warranty. Despite my daily pleas for help, I received messages stating my claim was no longer being dispatched and a referral the the reimbursement process. Conversations with employees were circular and not productive at all because they tried to stay on a company script intended to start a claim day after day that did not fit my situation.

After it became apparent that Choice Home Warranty had no interest or intent to find a technician to access my claim, I followed up on the reimbursement option only to find none of the $115 service fee charged by the vendor of my choosing (which was the absolute last thing I wanted to do because Choice Home Warranty failed miserably to do their job) was covered.

I fully believe Choice Home Warranty is a fraud and include uninspired employees to further frustrate and humiliate customers and I suspect others have been ripped off as well. I was shocked at the hundred's of terrible reviews on every website including the BBB.

If Choice Home Warranty cannot provide service some something as simple as a garage door opener, I cannot trust them to provide service to bigger systems that could jeopardise the health and well being of my family. I need legal help to hold this company accountable and secure a full refund of my $1,522.50.

  • Aug 18, 2019

I would give this company a zero rating if I had the option. I bought a 3 year warranty due to purchasing a 15 year old home with the original 2 air conditioning units. I specifically bought the upgraded warranty to cover the units. They have denied 95% of any of the air conditioning claims so far. I am in year 2 of my warranty. After having to replace 1 condenser at $2,200 and 1 compressor at $1,500 (they would NOT cover either issue).

I am now in the position to replace the second condenser and compressor. They refused to pay for a system diagnosis, after sending out 2 companies who would only put gauges on the outside units which resulted in 1 company saying there was a leak somewhere and the other company saying it was only low on freon.

After many hours on the phone I finally paid over $350 for my own diagnosis and the results were completely different stating that the issues were due to normal wear and tear. They still are denying the claim. This has been going on for almost 30 days and I live in Phoenix! AVOID, AVOID, GO TO ANOTHER WARRANTY COMPANY! United States

  • Aug 12, 2019

I bought their best plan, including every optional upgrade totaling $2250. One upgrade was to make my AC worry-free for a 5 year period (the length of the plan). I paid at $45 required fee to the tech who came out.

I learned 1: They use their "exclusions list" in their policy loosely, manipulative, and to their advantage. They did not cover the repair claiming "D5 says we do not cover valves inside the AC unit." I noted the exclusion is only pertaining to heating valves and mine is actually a cooling valve. The said "it says heating but it means both so we can't cover it, sorry."

2: Choice Home Warranty is NOT a warranty company as they claim. A recent court case against them and American Home Shield determined they cannot function as a "warranty company". They do anyway b/c they make more money breaking the law since few actually sue them. They make more paying fines and continuing to operate illegally.

3: Read the exclusions in the policy and DO NOT TRUST THE SALESPERSON! They will say anything to make a sale, even if it is not true. If you read the exclusions you'll laughably say, "what exactly DO they cover?" Not much. We had them out of 2 reasons, AC and Refrigerator in a year's period. Neither were covered. I paid for both to be covered. All I got for $2250 is a polite "sorry"

4: They have 1 star out of 5 (lowest) with the Better Business Bureau. 2057 BBB complaints in just 1 year as of 08/13/2019.

5: All of the sites where they show high ratings have a note in the corner saying "paid advertisement". I.e. they are lying about their high ratings OR paying for them.

6: Both techs who came to actually fix my issues said they told Choice Home Warranty to never call them again. By their experience, they go to help a client and when the service gets denied they are left standing there to be the bad guy. All they made on their jobs were the $45 the customer must pay as a service fee. Choice Home Warranty is the sinister middle man who takes your money, sends out a rep (at your $45 expense) and leaves them to look like the bad guy when Choice Home Warranty denies your claim saying something like, "we cannot fix your Air Conditioning (cooling) valve because we don't cover heater valves. If it helps change the temperature in any way, we call it a heater valve, even if it does not affect the heater in any way."

  • Aug 4, 2019

I have called them 3 times. ALL 3 times they denied my claims. Once when I fought with them for an hour they gave me $400 toward a washing machine after offering me $200.

BUT, they last 2 times they denied claims on my AC unit. Both were covered parts but they found some obscure reason in the policy to deny the claims. This denial cost me over $4600 to repair my AC unit.

These are EVIL.BAD people who own this company AND the people that work for them.

There is no way that, anyone that calls them self CHRISTIANS, can feel righteous about working for them

DO NOT BE FOOLED WITH THER VERY LOW UPFRONT RATES .tHEY ARE A TOTAL SCAM AND YOU WILL BE SORRY THAT YOU SIGNED UP WITH THEM!!!!!!!

  • Jul 22, 2019

HENDERSON, NEVADA -- I had a pipe burst in the attic of my house. Time sensitive issue. Best they could do was an appointment in 2 days. I contracted the repair out privately. Job done. Later, I found I could have called to get prior authorization for my own contractor. Easier said than done. No company wants to spend 30 minutes on hold and then get the request denied.

I retroactively appealed the decision, and they gave me a run around. First, they tried to deny the claim (exclusions), then they said absolutely need prior authorization for out of their network. After much arguing, they offered to pay me $100 toward the $562 dollar repair. This is for a good customer, with two contracts. Likely I would have gotten squat without that. So: Many exclusions, then they try to low ball the repair or replacement. They do not provide emergency service. Contractors hate them. I hate them. Slow or no service. Lots of bad ratings, well deserved. Steer clear, and watch out for the sales pitch.

Posted on 07/13/2019

EDISON, NEW JERSEY -- Stay far away from Choice Home warranty. My husband warned me that they are a rip-off but I chose to stay with them anyway. So after some time went by my air conditioning went out. The technician they sent out said it was a bad coil that they just go out sometimes. I asked him if there was any reason and he said no. They simply break. So then I had a Home Depot carrier representative come out and look and he said the same thing. Well Choice warranty said they would not cover it because there were some leaves in the outside unit of the air conditioner. They said that meant I was not maintaining it properly.

After reading other reviews I see that they just get out of paying on most claims by claiming there's rust or it's dirty and not maintained. So then after many many calls they offered me a "good faith" amount of $375. (The unit is going to cost me $4,000 plus dollars.) Now they will not even pay me that because I have stopped paying them monthly, even though the warranty was paid in full and still in effect when the occurrence happened and the claim was denied. Beware.

Posted on 06/18/2019

EDISON, NEW YORK -- The first Home Warranty company I was with covered everything but Freon. Before it expired I had a sales guy contact me from Choice Home Warranty. He told me if I did three years he would add on another 6 months free. He also told me I would not pay for my first service fee. The first service call was for AC Unit. Had to pay $45 for that call but I was ok with that after telling them I was told I would not have to pay for the first service fee.

The 2nd claim only had two was for water backing up outside. The main two things I talked about before going with this company was freon and the pump. I had an issue with those two things with the other company and the only thing they did not cover was the freon. Choice Home Warranty said they cover the pump and freon so I was very happy to switch. I ended up paying over 2k dollars for the pump because of an issue that happen before I purchased the house. So those two things were my main concern when I was talking to the salesperson.

Now that I need service they sent a no-name company that looked inside and did not remove the water inside and said, "Your pump may need replacing." When I was with the other company I knew I needed to replace it because they removed the water and made sure it was a bad pump. I had to go with Roto-Rooter but I knew what the issue was when I called them because of the other company with the Home Warranty I had checked it. They would have covered it if it wasn't an issue that happen before I moved in. Choice Home Warranty I wish I could cancel now but I a stuck with them. American Home Shield is the better choice even with the higher service fee.

Posted on 05/31/2019

EDISON, NEW JERSEY -- In December 2018 I placed a call to CHW regarding one of my furnaces not working. They sent out a "Technician" who said the air handler needed a new circuit board. He spent several hours installing it but the breaker kept tripping so he couldn't get it to work. After several hours on the phone and tinkering with the other working unit to try to figure out how it was wired, he just left - walked off the job leaving the HVAC dismantled with no further word. I called CHW and complained. They sent a second "Technician." This guy said the first guy installed the wrong part and he would have to order additional parts to get it working. He also spent several hours trying to figure out why the breaker kept tripping.

Several days later, the second HVAC unit stopped working. We now had NO heat in the middle of Christmas week! I was forced to call an emergency local repair service since it was after hours on a holiday weekend and my CHW "Technician" was not available. The Emergency repair guy came in first thing in the morning and immediately realized that the wiring on the second unit had been messed with by one of the CHW guys while they were trying to figure out how to fix the first unit. He simply reconnected the loose wire and got the second unit working again in less than 10 minutes.

After several weeks of calling the second CHW guy to get on Tuesday morning. Tuesday comes and he doesn't show up or call. I finally got a hold of him on Wednesday and he tells me he was no longer servicing my area and that was it. He also abandoned the job - leaving us hanging. At this point, I was through with the CHW people and called back the guy who quickly fixed the second unit. He came in and right away noticed that the two CHW guys had installed the wrong circuit board and that it was too big and was shorting out against the metal frame of the HVAC.

He installed the correct part and had it working within an hour. We went 6 weeks without heat and the correct fix took an hour! After all this CHW was so generous to refund me the $35 service call for the first guy - that's it! I paid over $250 out of pocket for the REAL service guy to fix both problems the first two CHW Techs CAUSED! All I got from CHW was a sorry and a $35 credit.

Fast forward to last man update on parts to fix the first unit, he finally said the parts were expected the following week. He promised me he would make my repair his top priority (because we had now been without heat in the main living area for 5+ weeks), and that he would be there first this month, April 2019.

The upstairs Air conditioner in the same house stops working. I decide to try CHW again but insist they not send either of the two companies that came in December. 24 hours go by and they are unable to find a service company to come do the work so they ask me if I want to find my own and go through their reimbursement process. I agreed and contacted my own HVAC repair company. The Technician shows up promptly and finds that the capacitor has shorted out against the top grate on the outside condenser unit. In looking into it, he discovered that the last time the unit was serviced (BY CHW) the wrong sized capacitor was installed (sound familiar?) The capacitor was too tall which is why it eventually shorted out against the metal grate.

He made a few repairs to try to get the unit up and running only to find that the short had completely fried the whole HVAC unit AND even shorted out the outside breaker box! After a long call with my Service Technician, me and the CHW authorization team, it was determined that the entire HVAC system needed to be replaced. They shared all the costs and parts needed to replace the unit. I authorized the repairs which were completed the next day. I then got a call from CHW telling me that because the capacitor was too large, the damage was not covered by my policy and therefore they would not authorize reimbursement for the repairs.

When I reminded them that it was THEIR previous technician who installed the wrong capacitor they said they had no record of ever installing a capacitor in the past. CHW makes big promises but contracts completely inept service people who have no idea what they are doing and install wrong parts just to get something working without regard for the problems this causes later on. They hide behind clauses in their contract to deny claims and then take no responsibility for the damage their own technicians cause due to poor workmanship.

This company is an opportunistic fraud masquerading as a home warranty provider. They would be better named "BAD CHOICE HOME WARRANTY." I canceled my agreement (prepaid on two separate homes) and have requested a refund of the remaining unused portion. We will see what kind of excuse they give me for not refunding my balance. Needless to say I would strongly advise against ever considering this company for a home warranty policy.

Posted on 03/23/2019

CORPUS CHRISTI, TEXAS -- When I purchased a Choice Home Warranty, I specifically asked the salesman several questions about replacing non working items. The previous warranty that I had, replaced premium appliances with builder grade, so I was looking for a better policy. The salesman assured me that non working items were replaced like for like, unless I requested differently. The control panel went out on my KitchenAid double oven. The repairman came out and told me that Choice would get in touch with me.

I received an email with the subject "Great News from CHW, We are Replacing your System". The body said "Great News! We have received the diagnosis on your claim. It is more cost effective to replace your Oven Stove Cooktop than to repair it." and to click on the link to start the replacement process. When I did, it told me to call my representative who told me they would give me $599.

The replacement would cost over $3000, so, yes, that would be more cost effective for them. He kept referring to F16, which states that HWA reserves the right to offer cash back in lieu of repair or replacement in the amount of HWA's actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance. When I read F16, I assumed that offer meant I had the choice to accept or reject it, yet he told me it was all they could do for me. I asked for the figures they used to come up with that number and he said "We don't provide that information."

The representative then said he would up the payment to $700 since I had been with them for a while. I said I did not feel that was fair. I said I needed to talk to someone first, and I would get back with him. He called the next day and asked what address I wanted the check sent to. I told him I still needed to talk to someone and I would call him back. He told me I would not received any more, it was the only offer. I asked what my options were and was told the $700 was it and was more than generous and more than they should offer. I felt I had no other choice than to accept the offer, at which point he told me it would take about 30 days to get that out.

Posted on 02/11/2019

CHARLOTTE, NORTH CAROLINA -- I canceled the service I had with another company due to all the hidden exclusion they have under their contract. I went online and start researching for home warranties. I found Choice and I contact them. I told the salesperson the reason I was leaving the previous provider and he assured me that Choice never do that. He talked to me on getting a 5 year plan with "peace of mind" that everything on my home was covered. After 2 years at not using them at all I have a problem my AC unit, the evaporator coil. The THX valve was leaking refrigerant and the evaporator coil needs to be replaced as well. First they denied my claim because they don't cover the THX valve and argue that the coil was damaged because of that and they don't cover secondary damage.

The AC technician come back to my home, we called them and he explained that one thing doesn't have nothing to do with the other and the evaporator coil needs to be replaced due to rust on the coils that will lead to more leaks. Choice service department expend 40 minutes over the phone with the technician getting all kind of technical information and told me that they will transfer all the info to the claim department. Now the claim department says they will not cover the coil because there is a clause that they no cover any damage due to rust. They promised not tricky exclusions, but as soon as you need them they open a big list of exclusions. I want to cancel the service and they told me they reimburse only $40 even if I have 3 more year of paid contract.

Posted on 12/21/2018

NEW JERSEY -- We have paid $1392 over the past 2 years ($720 & $672) and have received absolutely the worst service - claims denied and rude customer service. The first call we made for service was for our pool (for which we paid extra for coverage). The service provider came (he was wonderful) and told us that he needed to be sure Choice Home Warranty would cover the pump because he had had trouble with them in the past.

Sure enough, they told him they wouldn't cover the cost of the pump because it was a "pre-existing condition". When you use that mentality - what would be covered, unless it was a brand new installation?? The pump was a little over 3 yrs old and had been working perfectly and died on us just 1 month after the original warranty expired. The repairman said (and he told the Choice Home Warranty agent) that he had never seen such well-maintained equipment!

When I told Choice I wanted to cancel the policy, they said they would give me $100 towards the repair. I had to pay the $60 plus the balance of the repair. We didn't cancel because we thought we were going to have to get the pump fixed and didn't know where else to go. OUR MISTAKE. Because the home is only 4 yrs old, we have never made another claim, until a few months ago and 2 yrs of premiums later. One of our ceiling fans wouldn't turn on. We called Choice on 10/23/19 to make a claim.

Several days later we got a call from their technician for an appt on 10/29. The 29th came and went and no one showed up. When I called Choice they said the provider has said they had come several days before and were waiting for a part. This was not true, since we sat here all day waiting and no one showed up. The agent at Choice said they would find another technician since that one was apparently unreliable and "questionable" because they had submitted a claim.

On 10/30 we got another email saying someone would come on 11/1. The tech showed up (it turned out to be the original company) and he took the fan apart and said he had to order a part for the fan. He said he had to wait to see if Choice would cover the cost of repair. After about a week, we called Choice several times and them said they had to check with the tech to get more information - we heard nothing for several days. Since I got no response from Choice, I called the repair company and got no answer at all. On 11/6 I called Choice again to see what was happening with the claim and they put me on hold to check on the status.

Finally the agent came back on the line and said she got no answer with the repair company and they would place a new order with another company and I would not be charged for the 2nd service call. I got a new email from Choice telling me I could get my own repairman and Choice would give us $100 to have the fan repaired. I then called Choice and I told them I couldn't imagine finding another company to come out and repair the fan (including service call) for $100, and reminded them we had already paid the $60 to the first repairman. I said I wanted to cancel the policy and was told I needed to speak to the next level agent, Tasha. She said she didn't understand why we wanted to cancel the policy since they were willing to give us $100 towards the fan repair.

I explained that we had already paid $60 and $100 wouldn't cover the cost of repair, including the service call fee. She said I was being unreasonable and she got, what I consider to be very rude and indignant. I just didn't want to argue with her any longer so my husband took over the call. She assured him that they would take care of this and get someone out to fix the fan, that we should keep the policy and she would make sure by the end of day, she would call us back with an appointment to repair the fan.

The NEXT DAY, I checked the progress online and saw that the claim was "Closed". At 2:39 p.m. I got an email saying the original people were scheduled to come and fix the fan. Several days later, and still not hearing from the repair man, I called them and they had no record of the claim. Checking online again - it still said claim was "closed"!

I again called Choice and they said they would send us $120 to cover the $60 we had paid and $60 towards repair of the fan. We called the original salesman to cancel the policy and said how very disappointed we were with the service. He told us to wait until we received the $120 check and then cancel. We were told from Choice customer service that we would receive around $280 refund on the balance of our policy - it expires Sept 2019. We called to cancel the policy today and were told we would receive a refund of $82. This included the cancellation fee and the $120 that they returned for the repair of the fan (which has never been done)! We've again contacted the original salesman but we have yet to hear back from him!!! Be wise and find another company!!

  • Jul 18, 2019

I purchased a warranty on 3 properties. I was told it was military discount. The items would be covered or replaced. I told them that was purchasing the coverage because I don't know, comprehend, or apply: electrical, roofing, AC & heating, roofing etc skills. Now that I need my AC, electric, roof, etc fixed; I get an email denying the claim.

It appears that most things major are excluded. I might as well pay out out of pocket for something that cost less than &100.00 to fix. I pay $45.00 each visit anyway. If 3 things break a year that's approxiamately $300.00. What am I and countless others paying thousands of dollars if it's no true coverage on major repairs?

In addition Ashley White and Ms. Rogers managers did not call me as promised without me calling, emailing, an complaining on goingly. Ashley white sent an email introducing herslf and then a survey about how she'd done. She hadn't did anything. The appeal process is ludicrous. it's the same generic email accept for the item being covered. Appealing has not made any difference.

Why are these companies allowed to stay in business and these people have jobs and they aren't performing. since the techs are in St. Louis and trying to make a living with the company they know are scandelous, I won't call them out. I have never has a real insuraace company deny a claim for a car or home after an accident or storm. Why so many exclusions if you're really trying to help cover repairs as advertised?

  • Jul 16, 2019

I specifically renewed my policy with Choice after asking them if my 30 year old HVAC system would be covered if it were to go out. They assured me it would be covered.

Six months later I find that I have a cracked heat exchange. They refuse to cover it due to the fact that a 30 YEAR OLD heat exchange had some rust on it, yet they claim to cover "wear and tear."

They said since I was a long time, "valued" customer they could offer me $300 towards a new furnace. What a joke. Avoid these guys.

  • Jul 11, 2019

Choice Home Warranty (CHW) Non payment to vendor for work performed. We provided service for them on 3 separate occasions. After invoicing for our work, we never received payment.

Contacted Choice Home Warranty, we were told story after story about how: we were not assigned the work 3 orders; we didn't submit our invoices; the work orders were all reassigned; we did not do the work; we never went to the locations; we did not provide a diagnosis; and we never received authorization to complete the work...

We did the work, we were paid by the 3 customers (deductibles), but we were never paid what CHW owed us.

Corporate agents (Maria 888-531-5403 opt. 5, opt. 3) will not give you their last name, personal direct business phone number or email address ([email protected]) to get to anyone specific within the organization to escalate complaint.

We suspect the company is collecting the warranty premiums, making the customer pay the deductibles and ripping off their vendors by using excuse after excuse to not pay for the work performed from techs in the field by stating it wasn't covered by warranty and the like.

*** WE WILL NEVER DO WORK FOR THIS COMPANY AGAIN. ***

  • Jul 7, 2019

I had a home inspection done on my home that stated that the air conditioner was working. When moving in, the air conditioner was not working and the technician said it had to be replaced.

Choice refused to cover any replacement until escalating to their supervisors, who eventually sent a check for $500. The entire unit needed to be replaced, which cost $13,000.

  • Jun 25, 2019

90 degrees, 2 babies in my house and no air conditioning. I called the home warranty company promptly. They gave me the run-around, despite me and the technician explaining the situation. They made the technician hang around and wait. And then THEY LEFT FOR THE NIGHT. I called and explained the situation and was then put on hold for 20+ minutes. So, I had to pay out of pocket for refrigerant to cool the house - even though the technician told them there is a leak and the coil needs to be replaced. All they had to do was authorize the work, but they gave us the runaround, even though I told them I had 2 babies in the house.

  • Jun 18, 2019

My heat and air conditioning unit was not working. I filed a claim on the choice home warranty website in April. Someone was sent out right away. That person wrote up a diagnosis and sent it in and was approved for repair. It took the repairman 2 weeks afterward to come back and he took a blower from my hvac unit and tyhen it took another 2 weeks to get the part. all in all 1 and a half months.

He came back to install it. It made a noise like we were in an airport take off runway. I called Choice home warranty, and they senty him out again. It took another 2 weeks and he made it worse than it was. The mechanic stopped taking phone calls and said you pay for what you get. I told choice I dont want him coming back and they have since done nothing.

I am into this issue for 2 months and I had to turn off the unit completely. then they sent me an appointment email for a plumber mwho does not do HVAC work. My unit is still not working and dealing with them is a nightmare. DO NOT TAKE A HOME WARRANTY FOM THEM. I AM WARNING YOU PLEASE DO NOT WASTE YOUR MONEY.

  • Jun 5, 2019

The diagnosis of my air conditioining unit is the compressor needs to be replaced. Choice said they would give me $700 to replace the unit. I requested that they go ahead and replace because that is what they are supposed to do fix or replace.

They have given me the run around by not returning my calls or emails after I have called numerous times. They are a ripoff operations to benefit themselves. They stated that their policy covers the cost of the repair necessary to get the system up and running not the cost in upgrading the equipment so that is what I requested them to do.

  • Jun 2, 2019

Choice Home Warranty is a Bad Choice. They denied my claim for my a c compressor that I am comvered for with them. Thie sales agent who sold me this Bad Choice Home Insurance told me that if they cant repair it, they replace it and that is also on thier adds in the computer .

The tech from their a c company Karibe Mechanical came this a m to verify that my a c compressor went bad and he put in a claim for a new compressor to replace it. This has already been denied by Choice HOme Wattanty , of course. We have had the same thing happen before and the tech s that I have spoken to have all said the same thing that Choice HOme Warranty usually denies everything that is submitted if its over a couple of dollars .

When their smooth talking sales agent called me to sell me this home insuance I was in the Urgent Care with my husband - that agent told me clearly that I could cover my a c for an additonal cost and I agreed to do that. I paid him over the phone with my credit card like a dumb old cluck without first checking on their refernaces.

It was a 2 K mistake on my part. I tried to cancel the contaract when I found out but their personnel told me that the costs for doing that was over $ 1600 and I would get next to nothing back in money if I cancelled it. Bad Choice Home Insurance is a dead end.

They will make up, come up with , some reason/ excuse why a claim is not covered like now with my a c . I was Not told that my a c was not covered for the compressor when I paid for that add on in my policy. They advertise that if they can not fix it, they replace it. They lie, and have denied my claim.

If We Can't Fix It, We'll Replace It*

If the technician comes out and cannot perform a covered repair, CHW will replace the unit.

Help.

Clams and promises of Choice Home Warranty are fruad.

24/7 Home Warranty Service

choice Home Warranty is available 24 hours a day, 7 days a week

  • May 4, 2019

On 23 April 2019, I call Choice Home Warranty my air condition was not cooling my townhouse the sent out a technician he told me that my compressor (HAVC) was gone and that need to be replaced he would contact CHW he did and then he called me back and told me that denied my claim. So I contact them. In my contact, it said air condition it doesn't list what part.

When I purchase it in Dec 2018 ask the representative what all cover in the warranty he told me all my appliance in my home and air condition system, heating system, electrical system, plumbing system etc. The reason I purchase the warranty is so that wouldn't have to come out of pocket and that what they do advertise.

I used the company that sent out to my house which was Lovelace.

First of all, they said they sent me an email explaining that could be deputed only way I found that it was with the reminder. I put in the deputed of my claim to get a case manager she only reaches out to me once on Sunday I was in church 28 Apr 2019. I have made several calls she was out on an emergency and left a voice message.

This has been going on for about two weeks have my grandson living with me and he has epilepsy seizures as a consumer I feel that got rip off for a service that paying for.

  • Apr 24, 2019

Horrible company from the very start. This is my first claim with the company since getting the policy after buying my home. As spring started getting warmer and the A/C kicked on, I noticed it wasn't cooling off inside the home correctly. I hired an AC company to come service the unit (knowing this is not covered by the warranty so I hired another company), the other company checked the AC and found it working properly but when they inspected the attic they said the ductwork needed repair or replacement including insulation, ducts, boots, collars, grills, etc. I called Choice Home Warranty and explained this to them and the person on the phone had no idea what insulation was or ductwork - clearly incompetent and should have been better trained. But they sent their AC guy out who was 3 hours late. He confirmed exactly what the first AC company had said the week before. My claim was denied and I disputed it because they said it was denied because they don't cover insulation. When the dispute agent called, he reiterated that insulation is not covered and told me to have "all the ductwork repaired" and to call if they are continued issues. This makes no sense because the insulation is only part of the problem.

They are denying a claim on ductwork (which is covered) merely because of the insulation part of the claim. I would have been happy to pay for the portion that includes everything not covered such as insulation but they merely said fix it yourself and then call us if there is still an issue. This is preposterous because there won't be an issue with the covered items after I pay to fix them because I will already have had them fixed. This company is a sham and a rip off. Don't use them. I'm going back to American Home Shield and reporting this company to the BBB. Seems fraudulent to me.

  • Apr 22, 2019

We purchased a home warranty from Choice Home Warranty for our property on Scottsdale, AZ on 9/14/18. On 4/16/19 our tenants notified us that the AC was making a bad noise. We advised them to immediately turn off the AC and filed a service request with Choice Home Warranty.

On 4/18/19 Richard from RJH Mechanical, LLC inspected the unit and stated in writing "It has been determined that the condenser fan motor blade has cracked and broken off, this has caused further damage to the coil and the motor to run off balance. The coil damage has led to a refrigerant loss".

Choice Home Warranty is stating that this is not a failure that occurs under normal wear and tear conditions and refusing to cover the claim. As per Richard from RJH Mechanical, LLC THIS IS DUE TO NORMAL WEAR AND TEAR. Both Richard and I have explained to Yvette Ortiz (CHW Case Manager assigned to our case) that metal fatigue routinely leads to cracks in moving metal parts such as blades and causes fractures.

CHW is acting in bad faith and breaching its contractual obligation by refusing to cover the repair and/or replacement of our damaged AC unit. We want CHW to honor the home warranty contract we purchased and repair and/or replace our damaged AC unit promptly. We have filed a complaint with BBB, consumer affairs and a lawsuit in Maricopa County, AZ.

  • Mar 21, 2019

January 2019 We purchased a whole home warranty from Choice Home Warranty online, never got a copy of the policy. Have called them several times to request a copy of the policy, still don't have it. Then....Noticed kitchen sink had a leak, called Choice Home Warranty at 866-528-7701 on 03/20/2019.

Told them we had a leak somewhere from the kitchen sink, they said it was covered and gave us claim # 73214841. Told the warranty covered the repair completely and we just need to pay the $60 Service Call Fee. They scheduled a repair person to come out on 03/21/2019 between 7 am to 11 am, we received a voicemail with the times and date of the service call. Nobody showed.

Called Home Choice Warranty back on 03/21/19 when the repair person did not show, Choice Home Warranty had me call the plumber directly at ***-***-****. Scheduled ****** Plumbing to come out on 03/22/2019 after 9 am. Dan at *****Plumbing arrived at 1:40 pm on 03/22/2019. He found 2 leaks and determined the cause were clogged water lines. He unclogged the lines.

Service time took 4 hours at $95 per hour, which was over the one hour "normal time" Home Choice Warranty auto approves, so Dan said he had to call Home Choice Warranty and get an authorization # to get paid for the additional time.

Dan called Choice Home Warranty on speaker phone, first person he spoke to said he had to be transferred to the authorization department. So Dan got transferred after being on hold for while, then got put on hold again for about 30 minutes total. Choice Home Warranty person came back on and said he was denying the claim, which was now up to over $400.

Dan went back and forth with Choice Home Warranty person for about 20 minutes, they kept saying he had to get the authorization prior to doing the actual work, which is not possible. Then he said he was denying the coverage because we had a home filtration system, which they ALREADY knew about and we had been told was not an issue.

Choice Home Warranty person then transferred the call without waiting for us to agree to it. We requested to speak to a supervisor, who came on and said the claim was denied because the plumbing was modified. Plumber Dan and I explained to the Choice Home Warranty person that the system was correctly installed, there were no modifications, that was how the kitchen was built.

Supervisor said the water filtration system was the modification, that is why it would not be covered. We were told the filtration system was fine when we purchased the home warranty and that it wouldn't impact the warranty for the plumbing. The bill was NOW $503.50 after making us wait or be on hold for over an hour.

So as not to take up any more of the plumber's time, we paid him the $503.50. I have looked over the ONLINE contract general details because we NEVER got a copy of the contract, even after requesting one at the time of filing the claim and previously. There is NOTHING in the general online contract saying a filtration system voids coverage for the plumbing warranty.

  • Feb 9, 2019

Good luck trying to get in touch with them! and when you do, They are very rude and lie about everything! I am now looking to file a lawsuit.

DO NOT WORK FOR THEM!!

  • Dec 30, 2018

Dear Fellow Realtors Choice Home Warranty will let you hang before three approve a large expenditure. The repair company they sent terminated doing business Coice Warranty because they were reimbursed for the repairs they authorized to make. This company appears at our shows selling there services to Realtors. They will find a loophole in an claim so they don’t have to pay. Please do your due diligence and research, there a number of disturbing blogs and websites p i s s e d off c o n s u m e r s. Call sit on hold for over and hour each time ongoing for 3 days. More to come.

  • Oct 26, 2018

On 9/18/18 I filed a claim with Choice Home Warranty aka (CHW) for my air conditioning, which was not cooling. They sent over a A/C repair man who determined that the coil needed replacing. CHW denied the claim stating that the coil was rusted. This was not the case.

According to the repair man there was no indication of rust or corrosion. When I received the denial letter I immediaelty disputed it. They later came back stating that they will not cover this claim, as the A/C was covered under a warranty. Yes, this is true.

The coil was covered under Warranty, BUT NOT THE LABOR. This cost me over $700 for labor on this repair. As you can see, they will think of anything to deny claims. There is nothing in my service agreement with CHW that would deny coverage for this claim.

  • Oct 22, 2018

On 6/27/2018 my HVAC system failed and I filed a claim with Choice Home Warranty, of Edison, NJ, whom I have active whole home warranty coverage under. Per their policies, Home Choice Warranty attempted to locate a local HVAC service company to diagnose/correct the issue but after 20 hours they were unable to. The following day Home Choice Warranty then offered me their "reimbursement option" detailed here: "In order to avoid further delay, we offer a reimbursement option. Upon selecting the reimbursement option CHW will stop working on finding you an appointment and you will be required to find your own technician to service your claim. Upon diagnosis, the technician must contact our Authorizations department at 888-373-8042 to submit the diagnosis. The cost of all covered claims are reimbursed to you within 30 days. "

I then contacted my regular HVAC company that has performed preventive maintenance on my system several times in the past. The technician examined the system and determined (due to its age of over 12 years) the entire system must be replaced. The contractor submitted a proposal to Home Choice Warranty with their recommendation but Home Choice Warranty has denied the claim. (Please be advised my policy explicitly covers HVAC systems.)

  • Jul 24, 2018

This company uses bulk spammers to do their advertising, 4 - 6 a day. Most of them come from several different spammers. I have contacted the company directly many times and each time they say they will remove my email address from their advertising email list. I get more the same day and 4-6 every day after. If I call, it's the same thing over and over. Most of the spammers have fake unsubscribe links. The ones that aren't fake don't seem to know what unsubscribe means as it just continues.

  • Jun 24, 2018

I am a retired senior citizen that was fooled into purchasing a CHOICE Home Warranty program by a smooth talking sales representative named David Martin [(732) 379-5308 x8275]. He convinced me that my major home systems and appliances would be repaired/replaced, even though my residence and some covered items were 15+ years old, by going through each covered item and explaining the inclusions/exclusions. What he failed to review were the nineteen(19) “Limitations of Liability” that would be unfairly leveraged to deny the replacement of my malfunctioning HVAC system.

When my HVAC system failed, I submitted a claim and a service technician from A1 Services Company [(804) 912-3320] was dispatched to assess the issue. After spending approximately fifteen(15) minutes on-site, he advised that my freon level was low and asked if I wanted it charged. I requested that he get approval from CHOICE Home Warranty before taking any action, so he got in his truck, made a phone call and then left.

I contacted the CHOICE Home Warranty claim service center repeatedly over the next four(4) hot summer days before receiving the claim denial response. In their technician’s opinion, my HVAC could not be repaired do to rust/corrosion that was an exclusion under the Limits of Liability as mentioned above. I engaged a HVAC service (at my expense) to perform an assessment and their conclusion was the failure was from normal wear, use and age. I submitted multiple appeals to CHOICE Home Warranty, which included the independent assessment, annual maintenance records and pictures to definitively show that there was no rust/corrosion on the components referenced in the claim denial, all of which were denied.

And now the real eye opener, another area that Mr. Martin failed to explain, my only recourse was to pay $200 and file for arbitration, that limited my potential recovery to $1,500 under the terms of the agreement. It was quite demoralizing when I realized that the “best case” scenario was to net $1,300 to offset my $7000 HVAC replacement cost required after being without air conditioning during the battle with CHOICE Home Warranty for twenty-one(21) hot summer days.

I have filed complaints with the Federal Trade Commission, Better Business Bureau and the state agency governing this type of service in Virginia and will wait to see what, if any, action is taken against CHOICE Home Warranty.

I admit that I was suckered into this situation. I read the agreement, but had to engage an attorney to fully realize the layers of limitations and how the exclusions could be generically leveraged by CHOICE Home Warranty, so I am posting this review to provide awareness about the program and hopefully spare everyone else this painful experience.

CHOICE Home Warranty markets a program that allows them to deny any claim, knowing that the consumer’s only option is to file arbitration which maximizes any potential recovery to $1,300, you draw your own conclusion.

That is there business model, so it must be legal, right, don’t find out, please avoid engaging CHOICE Home Warranty!!!!!

  • May 10, 2018

Stay Away! Total Scam. . Choose them because they claim to be Number ONE!! Yeah...I wonder who they paid off to give reviews.

SCAMMERS!!! I was told that I had the first 30 days as a free trial period. It was extended and when I did cancel, now they are staying I was late. I had my attorney send a letter, but when just called now, she basically decided I was not worth speaking with and the caee was closed...as they CHOSE to CLOSE IT I will be reporting them to the BBB and the State of New Jersey for Fraud and misrepresentation.

They did refund most but deducted administrative fees etc. etc. NONE of this was disclosed up front. The resolution center's answer?

We were selling you a policy so why should we tell you all the facts if you cancel. We don't expect you to cancel, yet they have a cancellation pollicy...but don't expect you to use it so why bother disclosing!!!

Trust me....your attorney will just beblown off...they do not care ....I asked to hear the reocrding....Forget it!

They have not heard the end of this. THIS IS FRAUD and MISREPRESENTATION but she says we sent you the policy...which they DID...BUT IT was After the fact and after they had my money and then they tell you they WILL KEEP some of it when you cancel. This must be disclosed before you give them the money.

Beware! Unless you like dealing with in my experience...Crooks.

  • Apr 26, 2018

Never answer a call from choice home warranty. Does not matter how nice or polite they are, never pay any thing or sign or verbal contract with them.

When time come to cover the repair they make excuses and never do the repair. I had a dishwasher drain problem which said in the policy it was covered and will be replaced. Technician came and dignose replace the drain pump cost around $48. CWC told me it was preexisting condition and they do not cover. I just spend arguing with supervisorr and then manager same repeating story again and again it was preexisting condition.

They dont even give you refund if you sign a yearly or 3 year contract.

  • Apr 19, 2018

On April 13, 2018 2 techs came to my home to fix my microwave door and my air conditioning unit. It turned out that my air conditioning unit needs a condenser. I haven't received a written copy of the denial. I was told that I would that I would get an email explaining why my claims were denied.

My microwave door won't shut properly, therefore somehow it can't connect to make the microwave work. Once again, I was informed that the door wasn't covered under Choice Home Warranty A customer service supervisor let me know that Choice would fix other parts of the microwave, but not the door.

Once again, I asked the customer service superivsor that if I could get a copy of the denial & as of today, I haven't received anything from the company. I paid both technicians the service fee of $45 just for them to come out to my home & evaulate the problems. Choice Home Warranty needs to be stop. They are a Ripoff. I wouldn't recommend this company to anyone.

  • Apr 13, 2018

i called them middle of winter for heat issue because of 2 little kids at home.they sent person who you can barely call a technician without any toll not even meter.than give wrong estimate which is gas valve and its in not covered list just like %98 part s in policy.and when i went to attic i got electricity shock because this person broke electrical safety swich and connected hot cables naked without not even wirenut and was touching to metal surface so i got shock and left gas valve cover open.thx God contractor find out that naked cables to touching metal surface so saved our lives fot fitr danger.He find out problem was mother board not gas valve and he replaced mother board with electric safety switch what CHW technician broke and fix dangerous electric connection which was touching to the metal surface ve paid 435$ and i ve sent invoice to CHW they just paid 200$.

i had get inspection report and hospital report for what they did to my Heating system and i got electricity shock plus staying cold has 2 little kids doctor report they had sick.i had purchased this warranty for 6 years service from them feb 2016 paid 1875$ and because of this incident i ask them refund my unused time money which is 35 months and arround 1300$ those scumbags told me that they anyly pay me back 400$ something.all these time had only 2 claims one for cost 280$ was motherboard and second one also cost 435$ but they just paid 200$. and now they dont wanna give my money back.

now i feel myself living in one of the dicdator country where there is no justice.how come they can just ripp people like that in United States Of America?when you check online %99 people complaint abouth them but their web page they shows rating company they had 5 star from including consumeraffairs.com.

and just found out that consumeraffirs.com also another fake company whoever pay them they will show them high rated company.i had left so many negative feedback about choice home warranty which they never publish.

we need to all together and do something against to this scumbug company to stop ripping us and other people.Just like new jersey victims sue them and won thx to their attorney of general.

  • Mar 29, 2018

The first time I filed a claim was March of 2017 for non working HVAC. Claim denied due to some rust on the unit....$6000.00 out of pocket. reqiested service for refridgerator 2/2018, claim denied... that icemaker isn't part of the refridgerator...?? Now it's 3/2018, leaking water heater. Claim denied since it was a crack in the pipe to water heater, but pipe material is no longer covered...???? so $250 out of pocket to place a clamp around leaking area...short term fix. I pitch a fit everytime I file a claim....falls on deaf hears. Paid for extended term coverage since I'm on fixed income and was trying to avoid costly repairs/replacement...So far the only costly mistake I made was buying a worthless warranty. When insisting on a refund, was told no but I could transfer to a different address....lolol Professional scam crooks!!!

  • Feb 21, 2018

Called 1/31/18 for water softener. Explained that I have Lupus and a skin condition, must have softener. Sent a man 2/2/18, only clear word he could speak was "broke". Showed me the part needed on his phone. He had no tools with him, no license number on his business card. Call from Choice informs me I'm not covered for softener, so I paid the extra $70.00 to have it covered. Girl says she'll give me $150.00 ( 3,000.00 softener not even 7 yrs. old) and I either fix or replace it. The man told her it was broken due to lack of maintenance. I do keep salt in it, that is all a homeowner is supposxed to do, we don't mess w/the mechanics inside. This is not my first softener in my life, had them for over 30 years in different homes I've owned. Finally girl says she'll hae it fixed but doesn't know when. Haven't heard a word from them since then.

Of course I called in someone on my own, he checked it, said it's working properly only problem is an ice bridge formed in the brine tank. He tapped the tank a couple of times with his toe and we heard the sale drop down, it's been working perfectly ever since. I paid for a 3 year contract and Jeff told me the conditioner and my freezer were covered, when the contract was written he left out the conditioner, that's why I had to pay another $70.00. The $45.00 to the service man was a waste, I had the book here but he was looking on his phone of what he should do which ended up being nothing. I wrote the company on 2/14/18 asking for my money back.

This was the first claim I filed with them. I looked online for the repairman's company and his name, he is no where on the internet. I was told all service people are licensed, when I questioned the girl on the phone about this, she never answered me. This contract ran from 6/30/17 to 12/30/2020. I feel since they did nothing for me that I should be entitled to all of my money back so I could get coverage elsewhere. I have this warranty because I'm a disabled senior citizen w/many health issues and from previous companies I've had they will send someone out the same day or even the next to repair or replace the item. I bought this policy because it was cheaper for 3 years than for one year, that's how they got my money. All appliances in my house are supposed to be covered, all are less than 7 years old and the first thing they did was offer me $150.00 buy out for the conditioner. It seems like a racket to me.

To date I have not heard one word from this company. That means, had I not went ahead and called someone else by now my skin would be all scales and places would have split open and bled, that's why I need it to work.

  • Dec 30, 2017

I am finally fed up with trying to get Choice Home Warranty to comply with their contract of repairs of appliances and pumps that their representative swore this company would take care of and cover when I bought the "warranty" two years ago. I am a single mom raising three teenage kids so when we moved into our new home back in November of 2016, I thought how wonderful it would be to obtain a home warranty company so I wouldn't have to worry about a thing when it came to appliances and pumps.

WELL, I am now at my six denial with this time being my refrigerator which I specifically discussed with their representative when I initially was "suckered" into this warranty back in late 2016. I was in such high hopes when for the first time, a repair man actually showed up to look at the fridge. After 30 mintes had passed, he told me he would have to call Choice Home Warranty to get it "apporved". 15 minutes later, he said Choice Home Warranty denied it and it would cost me $700+ to fix.

Yet again, Choice Home Warranty denies service and now I am stuck with the cost myself or to buy a new fridge. They denied my dishwasher, sump pump, pool pump, toilet repair, and a different refridgerator issue when it was just the ice maker!! This company advertised and promised me "peace of mind", that they would protect me from such stress, issues, and costs. Choice Home Warranty has deceived me by refusing to provide the service it promised, specifically to have my major appliances or systems repaired or replaced.

Last summer my pool pump went out and again, pursuant to my conversation with the sales rep when i bought the warranty, the pool pump would e covered. I called and called to have this company send someone out to look and repair or replace the pool pump because it was loud and not working properly so everyone around our house could hear the pump "screeching".

The customer service representative finally said that if I could get someone to come out to look, repair or replace the pool pump, then I was to submit a claim and documentation and they would "refund" me. Well, $1,000 dollars later, I faxed, and faxed, emailed, and emailed my supporting documentation 5 or 6 times for a year. Well, right after the year mark went by, they then admitted to receiving my supporting documentation but since it has been a year, they would not comply and would not refund me for my cost of $1,000.

They have denied, deceived, lied, and have done everything possible to not comply or cover any services that they promised in their warranty and contract. I spoke with a customer service rep yesterday after the fridge repair man left and told them to cancel my contract and refund me the prorated amount since i bought a 3 year contraact. She flat out said "NO" that I would have to pay a $50.00 cancellation fee and they owe me nothing! I will be filing a complaint with the BBB and my Attorney General. This Choice Home Warranty company is a scam, fraud and criminal. This has caused me stress, money, and many sleepless nights. What a horrible organization.

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