Choice Home Warranty Reviews
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About Choice Home Warranty
Choice Home Warranty is a home warranty company that offers comprehensive protection for covered appliances and systems in your home, regardless of their age. Customers have had mixed experiences with Choice Home Warranty. Some have found the representatives helpful and informative, guiding them through the plan options and benefits. However, others have faced challenges with claim denials, service delays and communication issues.
Visit www.choicehomewarranty.com- Optional coverage for roof leaks
- No transfer fee
- 24/7 customer service
- No home inspection required
- $500 roof repair cap
- Some customer service complaints
- May be difficult to get reimbursed for out-of-pocket expenses
Choice Home Warranty Reviews
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- 4,961,910 reviews on ConsumerAffairs are verified.
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- We use intelligent software that helps us maintain the integrity of reviews.
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Reviewed April 27, 2019
I started my services with this warranty and got a good deal on it. The customer service man was very good and helpful in making my decision. Thank You, the customer rep did a great job finding a plan I could afford.
Reviewed April 27, 2019
On 19 April 2019, my refrigerator stopped getting cold. Contacted Choice for a repair technician to come. The very next day he arrived on time made his diagnosis and submitted his report. Choice sent me an email stating "It has been determined the cause of failure of your system is the condenser coil is leaking refrigerant and must be replaced. Condenser coils that leak have been exposed to corrosion or acidic materials that have infiltrated the fins and transfer tubes and ultimately damaging the integrity of the coil. The acidic agents cause sections of the coil to become corroded and/or rusted and develop tiny pinhole or microscopic leaks. Condenser coils are built to withstand the transfer of heat and moisture build-up and without outside agents or catalysts, such as corrosive cleaners or foreign objects puncturing the line, would not create or generate such leaks under normal operating conditions."
1st the refrigerator is 2 years old and has NO rust anywhere. I called Choice. They looked at the pictures the tech sent them and did NOT see any rust so they authorized the repair. IT DID NOT fix the refrigerator. I called again, new guy shows up and doesn't even really look at my Refrigerator and says my Ice machine isn't working, and 2 separate fans do not work. He also stated that Choice would not pay to fix all that and I would have to cover the cost once they deny my claim. He left to submit the diagnosis.
I called a repairman licensed to repair LG Refrigerator and the gentleman came to my home and his diagnosis was a Sealed system failure and is common on newer LG refrigerators. He told me it should be covered under manufacturer warranty but that the tech sent from Choice may have voided my Manufacturers' warranty when he did the repair work on my Refrigerator. I canceled Choice immediately and I called LG. They will send a Qualified technician to diagnose and repair the issue. I am currently doing research on Home warranty companies to find a fair one. I wouldn't recommend Choice to anyone ever.
Shane,
We regret to hear that you were not satisfied with our policy. We are committed to providing a positive customer experience and we take all feedback very seriously.Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
CHW
Reviewed April 27, 2019
This is my second year with Choice Home Warranty. Our range needed to be replaced and I am frustrated because I was offered only half of the cost to replace it. I am considering not renewing my contract and go with someone else. It’s frustrating because it’s implied that the appliance is replaced or repaired.
Thank you for your feedback Alexander.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 27, 2019
Updated on 05/15/2019: I left a negative review of my recent experience and they responded that someone would reach out to me, but of course, no one ever did. This company has gone so downhill in the 10 years I have been a client.
Original Review: I called at 8:30 am to say my air wasn't working (claim filed). I receive an email @12:30 that I have an appointment for MAY 1st (SIX days away). Totally unacceptable. After several calls, I hired someone local who came right over (4pm the same day). They spoke with CHW to get the job approved, which it was (YAY). The bill was well over $250 which I paid. Then I receive an email that I will be reimbursed $110 within 30 days!!! Where do they come up with this amount and how is that fair? I could go on, but I will stop here.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
CHW
Reviewed April 27, 2019
Had to call 3 times to fix my dryer. Had to fight to fix dryer. I was expecting I had to go thru the fight. When second time I called, the person did not write all time problems. When I mentioned about a lint problem, but, he did not mention that lint problem is not covered.
Reviewed April 27, 2019
Summer is here and as I go to turn on my air conditioner it blows hot air! Geez! My house went from 73 degrees to a 84 degree sauna. Called Choice Home on Tuesday. Someone was out on Friday and fixed it with with no problem. Only paid the service fee and voila my home is cold again. Perfection! Thank God I had a home warranty.
Reviewed April 27, 2019
Appliance Medics, Tony as the Technician, was outstanding. Not only did he do the repair but he educated us how to prevent other issues with the dryer. Our claim was handled in a timely manner. I would recommend that Choice Warranty use this company for future claims.
Reviewed April 27, 2019
I will never purchase a Choice home warranty again! My $700 dishwasher went out and they will only give me $350 to replace it. Absolutely ridiculous!!! I now have to pay $400 out of my pocket to buy a new dishwasher and have it installed. Being a real estate professional, I have dealt with several reputable warranty companies- thought I’d give Choice a try. Never again!! I wouldn’t recommend this company to anyone!!
We strive to provide the best customer experience and regret to hear your dissatisfaction Melissa. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 27, 2019
Called in. Person answering the was pleasant to speak with. The service person who was assigned to was very professional and did a good job. They were quick to respond and make an appointment. Recommend how to prevent the problem from happening in the future.
Thank you for your feedback Kollis.
Reviewed April 27, 2019
Thank you for handling my claim. The people I talked to were very polite and very knowledgeable about the procedures to follow. (I had several questions since this was my first claim to Choice Warranty.) There was a quick response and my check will be processed in a timely manner. Thank you for your service. Debbie
Reviewed April 27, 2019
Choice Home Warranty service is horrible!! The repairman that I finally got them to send could not have been nicer and explained all our options to us. But the company itself was miserable.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 27, 2019
I checked with the BBB and ok of the comments were negative. I called the number I was given to cancel but got no response so called my bank to stop the $41.25 charge to my debit card. You are not accredited by the BBB and have very poor reviews.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 27, 2019
After being with another warranty for many, many years, I could see their service wasn't what they advertise. I had purchase Choice for a client of mine. Now that my 3 policies are going out this year, I called Choice; Kelly took my call. She was extremely comfortable, extremely kind honest and patient.
Reviewed April 26, 2019
Great service, price and value. Agent very helpful and knowledgeable. Worked with me to find the right coverage at a price I can afford. Saved quite a bit of money in comparison to the "other" warranty I was presented with, almost double in price without extra coverage I needed. So thanks again.
Reviewed April 26, 2019
It took our payment twice as the first one said that the payment did not go thru and that we needed to try again. I did and it took both payments so now we have 2 policies. I will be calling on Monday to have the one cancelled and our money returned.
Updated review: April 29, 2019
It appears that, once a denied claim has been appealed and consumer advocacy organizations get involved, CHW attempts to do the right thing, which is appreciated.
Issue was resolved to my satisfaction.
Original Review: April 26, 2019
Complaint against CHW Group, Inc., doing business as Choice Home Warranty. Policy #: **. Claim #: **. A Choice Home Warranty (CHW) policy is a scam perpetrated by an unethical company that uses false advertising to get customers and knowingly fraudulent misrepresentation to deny legitimate claims. This is substantiated by the 4,815 Better Business Bureau complaints filed against/closed in last 3 years (2,060 closed in last 12 months), the thousands of others reported to other consumer advocacy organizations and government agencies, and the Better Business Bureau’s finding that CHW pays people to file complimentary reports to the BBB and others.
Despite a $780,000 Final Consent Judgment against CHW Group, doing business as Choice Home Warranty, resolving the lawsuit brought by the New Jersey Division of Consumer Affairs in July 2014 against the company and its current and former principals, for unethical, deceptive and fraudulent business practices, CHW continues those same practices on the unsuspecting public. How they are allowed to continue these clearly corrupt practices with impunity is outrageous and cries out for additional lawsuits and criminal complaints.
I have had two air conditioner claims fraudulently denied by CHW. The first denial in 2017 was due to my inability to produce “proof of preventive maintenance”, after I challenged their misrepresentation of the findings of the technician who evaluated the system. Although the CHW contract does not specify what proof is required, in practice they require documentation from a professional HVAC company that preventive maintenance has been performed. Nothing in the contract requires that and, in addition, their explanation of preventive maintenance on their website/advertisements simply call for ensuring filters are changed, condenser coils are cleaned, etc., which can easily be self-performed by a homeowner.
Even the statement by the technician CHW sent out, as well as the statement from the technician from the company that installed and performed service on my systems (and eventually repair it at my expense), who both stated my systems were clean and well-maintained, did not cause CHW to honor my valid claim/appeal. As I was working/traveling at the time, I did not have the time to follow-up on this obviously fraudulent denial of my claim. It simply was not worth my time, as it impacted my ability to do my job as a senior executive of a major corporation, which included a great degree of foreign travel. In addition, the cost of repair ($900) was not worth the cost of retaining an attorney to pursue a judgement against CHW.
In my most recent case, CHW has, once again, knowingly fraudulently misrepresented the findings of the technicians to deny my claim and, once confronted of the evidence of such, changed their reason for denial to yet another dubious reason. Details of this situation are as follow: On March 31, 2019, one of the air conditioning systems in my home developed a problem that caused it to not cool the zone it was assigned. I filed a repair claim with CHW (Claim # **) and they contacted a local HVAC company, Queen Air Solutions (QAS), to assess/repair. The CHW technician responded and evaluated the system and determined that the compressor needed to be replaced, most likely due to a refrigerant leak from the condenser coils.
QAS reported their findings to CHW, who denied the claim, stating, “...the technician submitted details pertaining to your system failure. It has been determined the condenser coil has developed a refrigerant leak which requires replacement. Condenser coils that leak have been exposed to corrosive or acidic materials that have infiltrated the fins and transfer tubes, damaging the integrity of the coil. The acidic agents cause sections of the coil to become corroded and/or rusted, causing the development of pinhole or microscopic leaks. This refrigerant leak is causing the compressor to fail.”
I contacted CHW and told them that I was present when the technician evaluated my system and that their representation of the technician’s findings is untrue in that he had specifically commented to me about the cleanliness of the system and obvious lack of rust or corrosion. He opined that the leak was caused by a failed weld due to vibrations. I requested that CHW provide me with a copy of the QAS report to CHW that was used to render their denial of my claim. The CHW representative stated they were unable (i.e., unwilling) to provide the requested documentation and stated that I would need to get it from QAS. I advised them that I had a right to the documentation they used to deny my claim and that their refusal to provide it impacted my ability to adequately prepare an appeal to the decision. Once again, they refused to provide the requested documentation.
As a result of their refusal to provide a copy of the QAS report to CHW, I did as CHW recommended and contacted QAS. I spoke to the owner of QAS, and discussed the issue with her very thoroughly. She was very forthcoming in providing both the diagnosis and recommended action to repair my system. She stated she had been “thrown under the bus” on numerous occasions by CHW and, as such, had taken steps to ensure she can prove what QAS submitted to CHW. While I can provide much more information concerning this (and will if litigation becomes necessary), the pertinent facts, at this time, include: Properly Installed – Yes, Rusted – N/A, Leaks - Yes, Unit condition – Fair, Age – 8+ years, Rust or Corrosion – None, Mold or Mildew – No, Refrigerant Missing – 3+ lbs, Filter Condition – Clean.
In addition to the above, QAS reported to CHW that the cause was “Normal use of the system” and that “All systems are VERY clean and well kept”. The failure was identified as “Found leaks at condenser coil”. Further, the report stated that the failure was not as a result of anything I “did or failed to do”. While it is true that the technician reported a leak at the condenser coil, it is blatantly false that he reported it was caused by corrosion or rust. In fact, the technician and QAS specifically stated in their report/diagnosis to CHW that there was NO RUST OR CORROSION, nor mold or mildew. They reported the unit was VERY clean and well-kept and that the cause of the failure was due to NORMAL USE OF SYSTEM.
Further, the diagnosis of the technician from A-1 Hobbs Heating and Air Conditioning, the company that installed the systems when I built my house and has maintained them over the years, who I called to repair the system after my claim was denied by CHW, also specifically stated he had found no rust or corrosion, and included that as a comment on the repair invoice. I reported my conversation and findings to CHW, as well as provided pictures of the system/condenser coils that clearly showed no evidence of rust or corrosion. I also sent CHW proof of several years of semi-annual preventive maintenance by A-1 Hobbs Heating and Cooling. The representative from CHW responded that the only reason condenser coils fail is as a result of rust or corrosion and, therefore, there are standing by their denial of my claim. I advised CHW that I would conduct further research and submit an appeal IAW my policy.
As a result of my research, which included conversations with several HVAC professionals, I submitted an appeal to CHW that included, in addition to the substantiated rebuttal of CHW’s knowing fraudulent misrepresentation of the QAS report (which I do have a copy of), a rebuttal of their assertion that condenser leaks are only caused by rust/corrosion. The information I provided to CHW to refute their assertion is as follows:
Although, arguably, the most common cause of AC refrigerant leaks is likely erosion of the metal over time due to formic acid or formaldehyde corrosion, condenser coil leaks are also commonly caused by other factors, to include: vibrations over time, failure of joints and connections that weaken over time, leaking capillary tube, leaking Shrader valve, rusting accumulators, leaking filter dryers. In fact, some HVAC experts argue that the most common reason a leak forms is as a result of weld joint fatigue, which is what the QAS technician opined was the cause of the leak in my system that caused the compressor to fail.
Once confronted with this information, the CHW representative changed tactics and stated that a failure of a two-year old compressor was not “normal wear and tear” and that, my policy only covers problems resulting from “fair wear and tear”. My response to that was that the proximate cause of the failure of the compressor was a leak of refrigerant from the condenser coil and that the leak was not as a result of rust or corrosion, as clearly evidenced by the statements/reports of both the QAS and A-1 Hobbs technicians. Such leaks and their causes, including leaks caused by rust and corrosion, are universally accepted as “normal/fair wear and tear” by the industry, particularly if the systems are properly maintained (which, as previously stated, I had submitted proof of). I pointed out that the only such cause/condition specifically excluded from coverage in my policy was rust/corrosion, which did not exist with my system.
I also pointed out that while there is no legal definition of “fair/normal wear and tear”, my research found that the definition most frequently used in litigation of these type complaints appears to be that it refers to the “damage that happens through ordinary day-to-day use of the item/system/property, as well as due to exposure to natural forces, such as sunlight and rain, but does not include deterioration that results from negligence, carelessness, accident, or abuse”. The CHW policy did not specify nor define “fair wear and tear” or provide examples of such and, as such, apparently relied on their own arbitrary definition in an attempt to fraudulently deny valid claims, such as mine.
In addition, while the contract specifies “fair wear and tear”, without defining it or providing examples, CHW marketing materials further muddy the water and lead potential customers of CHW to believe the items that do not meet their obviously arbitrary determination of fair wear and tear would still be covered. Case in point: The CHW website, www.choicehomewarranty.com, provides the reader (potential customer) with examples of “Home Warranty Benefits” with CHW. One of the benefits listed is, “Peace of Mind – Rest assured that your home appliances and systems are covered when service is needed, even if it is due to normal wear and tear.” The phrase “even if it is due to normal wear and tear” obviously insinuates the items/systems are covered for other reasons than normal wear and tear.
Additionally, in the section titled “Is it Worth it to Have a Home Warranty”, you state, “If you have older appliances or an older home, repairs are far more likely. A home warranty plan is a valuable investment that ensures your home and appliances are always in safe and working condition, no matter how much wear and tear they’ve sustained over time.” Obviously, the key phrase here is “no matter how much wear and tear they’ve sustained over time”, which is self-explanatory and can have no other meaning. These phrases, when compared to the contract, are, at best, misleading and clearly constitute actionable false advertising.
I am still waiting on a final answer to my appeal and, if denied, will file both a criminal and civil complaint for Consumer Fraud against Choice Home Warranty in both New Jersey (where CHW Group is headquarters) and Georgia (where I am located). In anticipation of CHW’s continued refusal to reimburse me for the repair of my air conditioning system, I have been in contact with the both the State of Georgia Department of Law, Consumer Protection Division and the Attorney General’s Consumer Fraud Division, as well as the State of New Jersey Division of Consumer Affairs, Office of Consumer Protection, and the New Jersey Division of Law, Consumer Fraud Prosecution Section. They have provided me with the information I need to file a complaint for Consumer Fraud against CHW for “knowingly fraudulent misrepresentation”.
In addition, although I have not yet retained an attorney to pursue civil litigation against CHW, I have had initial consultations with attorneys in both New Jersey and Georgia who are well-versed in this type complaint and have discussed the possibility of filing a class action lawsuit against CHW. I am aware that the CHW contract contains a mandatory arbitration clause, as well as language concerning the filing of lawsuits, however, CHW’s fraudulent actions in regard to my claim (knowingly fraudulent misrepresentation) allows me to assert breach of contract, which nullifies the subject clauses.
I am also aware of the recent ruling of the New Jersey Supreme Court in the Amanda Kernahan v. Home Warranty Administrator of Florida, Inc. case, in which the court held that the mandatory arbitration clause in CHW contracts is unenforceable due to its “inconspicuous location and confusing, inconsistent and contradictory terms.” In addition, Georgia law (Georgia Arbitration Act) specifically prohibits mandatory arbitration clauses in insurance/warranty contracts. As such, the “mandatory arbitration” clause in the contract is unenforceable. Further CHW’s breach of contract nullifies any agreement concerning pursuing legal action, damages, etc
As I mentioned to CHW, they screwed me on my previous claim, which I failed to pursue after my appeal was denied because I did not have the time nor inclination to so. However, this time, I will do whatever necessary to get satisfaction concerning my claim, to include filing of civil and criminal complaints and taking them as far as necessary. As a retired senior Army officer/Ranger, it is simply not in my DNA to retreat from a fight. If CHW thinks I will simply drop this case, they are sadly mistaken.
Mr. Burleson,
We strive to provide the best customer experience, therefore, we regret to hear that you had a less than satisfactory experience with us.
We are glad to report that our Consumer Advocate contacted you to provide you with a satisfactory resolution, in which you have accepted.
CHW
Reviewed April 26, 2019
Garbage disposal - Choice Home Warranty set my repair up with MJTC Maintenance for Thursday, April 25. The tech was on time and very professional. He was able to complete repair within 30 min. I would use him again if needed. Thank you.
Thank you for your feedback Tammie.
Reviewed April 26, 2019
What a waste of money!! We have had them since 2014. They have done nothing. Everything they do when they send somebody else is always half-**!! I would not recommend this company to anyone and in fact I will let everyone know of this. I will put them on blast their name on every social media site there is. They sent someone out to look at our air conditioner and it was not even looked at. He opened the doors and didn’t take anything out. Just glanced in. So then they denied our claim saying that they did not cover the evaporator coil! We had a second opinion. He did take stuff out and said that it was not due to any cause of ours. They still denied our claim to fix it. We will be looking for somebody else but not after I blast her name.
We regret to hear your frustration Rebecca.
Our records show that your Case Manager provided you with a satisfactory resolution in which you accepted. Our Consumer Advocate will contact you directly to further address your concerns.
CHW
Reviewed April 26, 2019
I am living in MO. I have to pay twice the co-payment for plumbing repair. I have water leaks in the basement, I called them and made a claim. The 1st time they told me, "You should leave the water and not removing it," and refused to work. The 2nd time, the claim was open 3 weeks and the water in the basement and they always replied, "We need some information," and they simply call the contractor once and leave a voicemail, or an email. And the bad communications between Choice Home Warranty and their contractor lead to waiting 3 weeks. They are responsible for the company that provides service, and not simply leave the claims open with. No actions for 3 weeks and I have to call the service provider and Choice Home Warranty to arrange their phone call. My claim number is **.
We strive to provide the best customer experience and regret to hear your dissatisfaction. Our records show that we have contacted you regarding your claim. One of our Consumer Advocates will contact you to further address your concerns.
Reviewed April 26, 2019
Juan from Discount Plumbing was early for his appointment but did call first to see if it was alright to arrive early. What a nice jester. He assessed the problem, told me what was wrong and what he could do to repair the leak, went to make a few calls, returned with the necessary parts and went straight to work. He was very knowledgable in this area, very courteous, worked consistently and completed the job without any problem. The drain works fine now and we are back to "normal".
Reviewed April 26, 2019
One bathroom had an odor and the other two bathrooms were not flushing properly. The contractor, AzerPlumb.LLC was excellent. He was flexible, on-time, knowledgeable and very thorough with the plumbing job. He even worked with CHW on the claim because it was a little more work involved than initially estimated, which I appreciated. CHW was excellent in that they listened and agreed on the adjustment. It was well worth the home warranty because it could have cost so much more if I had to replace the 3 toilets.
Reviewed April 26, 2019
This is the second time in four months that I had to call for service on my electrical system. Both times the lack of power caused large problems due to the inability to use my computer, telephone or watch television. The first time during Christmas Vacation it took two weeks to even get an appointment. This time it was five days between filing a claim and being notified that a tech had picked up the job. I called the tech and he said he had not picked up the job. After the job was completed, the tech did not even know that I was supposed to pay him. I have used other home maintaince companies and they provide service within 24-48 hours.
Thank you for your feedback David.
We strive to provide the best customer experience, therefore, we regret to hear that you were not satisfied with the services we provided. We are making every effort to enhance the customer experience, therefore we have submitted your feedback to the Director of Customer Relations, who will review this matter accordingly.
CHW
Reviewed April 26, 2019
Plumbing - The guy was very friendly. He did a very fine job. He cleaned up after himself. I would recommend the company to my fiends and family. If ever need any work done again I would like for you all to send that company back out.
Reviewed April 26, 2019
The AC tech identified the problem immediately, compressor fan. I thought I would have to wait 2-3 wks. It was installed in the afternoon. My tenant and I were very happy with the service. And it was raining. Thank you very much!!
Reviewed April 26, 2019
Spent two days of waiting for the right person to contact me. On day 2, I waited for 6 hours because I was told someone was going to call and be headed my way "shortly." On day 3, Mr. ** showed up, he was super friendly and resolved my problem.
Reviewed April 26, 2019
My claim was filed on 4/15, and I was promptly signed a technician who promptly scheduled the analysis for 4/18, and then things went down hill. He sent the analysis to you on the am of 4/19. You sent him a reply indicating that he would receive an authorization code within 10 minutes. I followed up with him that day and he said he was waiting for the code. I went to the website and got a reply that you were awaiting for the analysis. I called you and spent 20 minutes explaining that it had been sent. I spoke with a supervisor who said they didn’t have it. She said she would call the vendor and connect him to the authorization people. That never happened.
I called back the next day and went through the same routine with a different rep. This time the rep did connect the technician to the authorization “line”. The technician spent 28 minutes on hold, and was then told to leave his # and someone would call back. This happened at 3pm. At 6pm still no callback. I again went to the site and left a message. Your response was you were still waiting for the analysis. I called the technician who told me he never heard from you.
On 4/25 I called again. At 12:36. You emailed me and said you received the analysis and it would be up to two hours or approval. The technician NEVER sent a second analysis, so you must have finally found the original. Net you were not telling me the truth all along. At 4pm authorization called the technician to say it was too expensive. Finally, a supervisor called back and agreed to the price and the technician called me with the ok. That was ten days, many calls and emails, lots of hold time waiting for answers, etc. While the reps were all very courteous, the results were the same. Not a very good customer service experience.
A onetime free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations.
CHW
Reviewed April 26, 2019
My hot water tank started leaking so I called customer service to see if they could fix it. That's when they notified me and said it wasn't covered but when I talked to the man when I bought the policy he said anything was covered many thing so I'm very disappointed in that. Hopefully in the future things will be better.
We regret to hear that you were not satisfied with our policy. We are committed to providing a positive customer experience and we take all feedback very seriously.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
CHW
Reviewed April 26, 2019
Talked into a 6 yr home warranty plan for a 1993 Las Vegas home with an older air conditioning unit & told it was fully covered along with all of our other major appliances and other household items. Problem is the 'included' list is 1 - 2 lines long and the 'excluded' list is a mile long. Had a major plumbing copper hot water line leak and figured it would be covered. Says they cover "Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by roots..." This was not caused by roots so figured it was covered. NOPE! 'Excluded' has 12 lines of just about every way you could have a water line leak, including "slab leaks" so it was was NOT covered. We paid $8,500 out of pocket and they gave us their max payout of $500 a year for plumbing as a "courtesy".
Then one of our heaters was not working so we made a service call. $60 service call to Abundant Air who came out and said we needed an entire new air conditioning unit because the reverse valve was not working for about $9,000 to replace the entire unit since the compressor was going too. No surprise that Choice has "valves" on the excluded list. After dealing with a rude Claim specialist who told us too bad basically, I made an appeal but also got a second opinion. 2nd opinion noticed a small line leak, empty refrigerant as a result that made the perfectly fine valve work when leak fixed and refilled and told us the compressor was fine. What a racket! Cost $300 to repair compared to $9,000 quote. Choice paid out the $300, but only after I went on my own to get a 2nd opinion because they were not helpful with the appeal or with the fact that certain things are always excluded.
Found out they have a max payout of $1,500 for air conditioners too...in what place could you ever get a new high efficiency air conditioner for $1,500? Canceled the plan because if we made another claim, it would probably just be in the Excluded list or they would send someone else who would lie and try to overcharge us for something we don't need. They have TERRIBLE follow up as well and don't respond in a timely manner to any requests. They also told me I would get the first service call of $60 free, which they did not abide to or include in my refund. Also charged me $50 to get the rest of my $ refunded...worth it to get away from this awful warranty company! Don't waste your time or money!!
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
Reviewed April 25, 2019
Bought a warranty that supposedly covers my HVAC unit. My system went down but it's not cover because of something I don't understand in their policy. I bought the policy because of their reviews on their website. When you go on Yelp you actually see the true reviews. (Choice Warranty, Edison NJ.) In my opinion this company just collects money and only issues out a false sense of security. Buyers beware!
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 25, 2019
Water line split off of water heater. Excellent. I received an advanced call that they were on their way, 2 trained technicians promptly arrived, previewed the problem, reported to CHW, on time, courteous, friendly, respectful. 1 hour later they were done. Can't expect any better than that.
Reviewed April 25, 2019
I received an email offering an amount to buy a new dishwasher. Left specific message what time to reach me. Person calls all different times except time requested. I work in a center & unable to take a call. I left that message & she continues to call when it is convenient for her.
Thank you for your feedback Beverly.
Our records confirm that your matter has been resolved by your Case Manager.
CHW
Reviewed April 25, 2019
My dryer would not work. I was sure it was the controls. I called Choice Warranty. They got a repairman and he called me. I told him the model # and that I thought it was the controls. He came out the next day and had it fixed in 15 minutes. I paid my copay and my dryer is working fine.
Reviewed April 25, 2019
AC fixed. Very courteous service and problem solved in a timely manner. Professionally done and I was very happy. Diagnosed the problem and fixed it quickly. I don't have much else to say other than I was very satisfied as to how my claim was handled.
Reviewed April 25, 2019
I had to pay the 75.00 and then the Technician said the HVAC was low on Freon and Choice would not pay. It cost me 75.00 and then I didn’t get anything repaired. Choice told me when I placed claim that they would repair.
A onetime free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations.
We humbly request that you take the time to update your review and rating to reflect your most recent experience.
Kind Regards,
CHW
Reviewed April 25, 2019
Technician came on time, fixed toilet leak quickly and efficiently and then Choice told him they would not cover it because he didn't get approval with them before leaving residence. He showed me his phone and he tried several times but finally had to leave. The bill was $160. He now has called me multiple times to get payment because Choice won't pay!!!! Unbelievable! I have called and sent emails and no response! Choice is terrible!!!!
We strive to provide the best customer experience, therefore, we regret to hear that you had a less than satisfactory experience with us. Our records shows that this matter has been resolved. Our Consumer Advocate will contact you directly to further address your concerns.
CHW
Reviewed April 25, 2019
AC repair - Next Level Heating and Cooling provided excellent service. They located the problem quickly and fixed it as soon as possible. Choice Home Warranty was prompt in getting a provider for this repair. The representative I talked to was very friendly. I am happy with this company.
Reviewed April 25, 2019
Electric problem - The work was completed in a short amount of time and correctly, although we were given 3 different arrival windows which was very unprofessional. When making arrangements to be sure someone would be home, this meant changing our schedules to ensure someone would be here.
Reviewed April 25, 2019
I was out of town Easter am but found a very cold house upon arriving home, I didn’t have time to call that day, so when I called CHW things moved quite fast! When CHW realized they couldn’t find anyone fast enough they asked me to find a repair company which I did and had help and heat within 2 hours! Info was sent to CHW and I’ve been told I will be reimbursed within 30 day! I’m thrilled and impressed! Thank you CHW!
Reviewed April 25, 2019
Technician was professional and resolved issue quickly. Would definitely request vendor on future if needed. Freon was added to system and it appears to have corrected the issue of not cooling. If I should need additional service I would prefer same technician.
Thank you for your feedback.
Reviewed April 25, 2019
I have had this company for a little over two years now. They consistently denies claims stating lack of maintenance is the reason for the malfunction. They cause long delays when you place a claim. I have been without a working refrigerator since 4/12. They send substandard contractors who do not know what they are doing. The first one said he fixed the fridge and it was not fixed. I called two days later and they said the contractor is not answering the phone. Another two days I received an email to go ahead and get my own service person and they will reimburse me. Sears man came to the house. They require that the serviceman call and discuss the diagnosis on the phone. After being on hold for 35 minutes I called and was transferred to the same line and was on hold an additional 45 minutes. Sears tech left saying that they are not allowed to just sit and wait here.
They finally answered the phone and when I told the man that the tech left because we were on hold for over an hour waiting on them to answer he hung up on me. When I called the service line back and request to speak with a supervisor they said there was no supervisor available to talk to me. I request that one call me back. 3 days later no one has called me back. They sent another contractor to my house who gave the same diagnosis Sears gave and then I received an email saying they were denying the claim because of lack of maintenance caused the compressor to go bad. WTH they are trying to get out of fixing my fridge or paying for the replacement as I expected. This whole experience is horrible!
Although we regret to hear that you are not satisfied with the outcome of your claim, we appreciate your feedback. In efforts to provide you with a satisfactory resolution, our Consumer Advocate will contact you directly to further address your concerns.
Reviewed April 25, 2019
It was recommended that my dishwasher be replaced by you, but then you stated we will only pay you a percentage of the cost of replacing the item. My words were misrepresented by your case manager and your company allowed this to happen. I would not recommend you to anyone to get coverage.
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback Irene.
Our records show that your concerns have been addressed and resolved by your Case Manager.
Reviewed April 25, 2019
I called to report a problem with my air conditioner not cooling properly. I made the call on the morning of 4-24-2019 and Choice Home Warranty set a appointment for that afternoon. The service technician called before arriving as discussed and promptly found and fixed my problem the same day. Thanks.
Reviewed April 25, 2019
Toilet leaking - He was on time, very polite, clean, very professional.. you always send great workers when you can get them. The job was done in two bathrooms. He work Clean And when he finished he cleaned up after himself. Good job!!!! He worked fast but everything cam out awesome????
Reviewed April 25, 2019
Dishwasher and refrigerator - The service was done quick and problem solved. The technician found the problem really fast and explained everything . At this point I would recommend this warranty. Dishwasher was diagnosed and parts arrived fast and appointment to fix was just in two days.
Reviewed April 25, 2019
I have been a customer for approximately two years. I have to say that all of my service calls have been answered timely and efficiently. The contractors have been professional during all of my service calls. I will continue my service contract with Choice Home Warranty.
Reviewed April 25, 2019
CHW is the worse company. They never pay and replace. I would like to see my comments because I don't believe it will be post in this site. My comments is negative and I already complained to BBB. There are many people like me have the same issue.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 25, 2019
My A/C unit wasn't cooling the house. The air coming out was warm. He is a very professional gentleman. The job was done quickly. He called the morning to inform me he was coming today. He arrived on time and it took him less than 30 minutes to fix the problem. Great job!
Reviewed April 25, 2019
It was great. I called and placed a request for a AC repair. We got a call from an AC place within 1 hr and they were out that afternoon. Our AC was fixed same day. We really liked the company they sent out and asked them to do our AC mainlanders.
Reviewed April 24, 2019
I was impressed with the quality service that I received from Morris, He is a really good sales agent and he gave me a good reason not to renew my contract with his competitor. I am looking forward to do more business with CHOICE within a next few months.
Reviewed April 24, 2019
My tenant's AC has been out since 4/12 and they are still working on my claim after they had opened up 4 other policies under my name!!! They have caused me lot of stress!! I will Never buy this warranty again!!!
Reviewed April 24, 2019
Disposal wasn't grinding the food. Plumber came and got it working again. Left the tenant with a tool to use the next time it happens. Thought this was very nice of him to give the tenant instructions. MK Plumbing has picked up tickets before and has done a great job.
Reviewed April 24, 2019
While the request for service was prompt and a really good technician showed up on time it has been 24 hours with no decision on fixing my AC. It’s hot in Florida! I would have expected a decision by now.
Thank you for your feedback George.
Our records show that we did speak with you regarding your claim. Our Consumer Advocate will contact you to further address your concerns.
Reviewed April 24, 2019
I called for service because the main drain to my house was clogged. One hour later the repair woman was at my house. She snaked the drain. It took about an hour. In two hours from the time I called my drain was cleared. You cannot ask for better service than that. Thank you, this was the fastest repair service I have ever received.
Original Review: April 24, 2019
CHW was unable to find a plumber in the area to repair a toilet & advised me to find my own plumber. I did so & when the plumber arrived, we waited on hold for over 20 minutes for someone to authorize the claim. Since the toilet was on a recall list, they were unable to authorize a repair & told me to contact Kohler directly. Kohler referred me to the company that was handling recall claims to try and get some type of reimbursement. Meanwhile...toilet still didn’t work so I paid for a replacement toilet myself. CHW is not worth the price of the insurance & I will not renew.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 24, 2019
Choice said that the average cost of a new dishwasher was $179,00 which is ridiculous. They advertise that if they can't fix the appliance, they will replace it with one exactly like it. They are always paying far less than they should on a claim.
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback.
We are glad to report that our records show that our Case Manager has provided you with a satisfactory resolution.
Reviewed April 24, 2019
The salesman lied, when asked specifically about hose bibs he said, yes they are covered. I asked two times and both times yes, covered. In reviewing the policy this morning, less than 24 hours later, the hose bibs are clearly excluded. This is not a company I want to do business with or refer my real estate clients to. I am a real estate broker in Michigan and Florida and you are now off.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
Reviewed April 24, 2019
We had an air conditioner pump fail. Called Choice in the morning & the HVAC company was there before noon. The AC needed another repair after that & they came out right away & fixed it. Very professional, fast & friendly. We are very pleased with Choice. Thanks.
Reviewed April 24, 2019
Contacted CHW on a Saturday. Monday morning I had a service tech at my house. He showed up on time. He figured out what had to be repaired. CHW contacted me and said they would replace the unit instead of repairing it.
Reviewed April 24, 2019
I was offered $599.99 for a new double wall oven which starts at $1500.00 and up. I was told by my case worker that I could find one for $599.99. Well that's not so, I have spent two days so far searching for one and to no avail have I found one. If someone knows where I can purchase one for the price that the case worker offered, please let me know.
Thank you for your feedback Anita. We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 24, 2019
I filed a claim for a water heater replacement on April 22, 2019. I specifically asked and was told the water heater was covered. Not so true. The CHW was unable to find a plumber to accept the call. I chose to arrange my own and get reimbursed. The plumber called in for approval with the cost and CHW would get back with me on the decision. The claim was denied related to item D6. Item D6 is below. The heater was 17 years old and rusted out. I did appeal on April 23, 2019. No luck. I don't understand how CHW can list water heater replacement on the items they approve/cover and the ~15 exclusion including the water tank they don't. I am an adult who didn't do enough research. Take heed to my loss. BTW I'm out 1614.12. I could have replaced it myself for 400.00. I will not renew and will not give recommendations for this company.
6. WATER HEATER (Gas and/or Electric) INCLUDED: All components and parts, including circulating pumps, except: EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion – Main, Holding or storage tanks – Vents and flues – Thermal expansion tanks – Low boy and/or Squat water heaters – Solar water heaters – Solar components – Fuel, holding or storage tanks – Noise – Energy management systems – Commercial grade equipment and units exceeding 75 gallons – Drain pans and drain lines – Tankless water heaters.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
Our records show that your Case Manager has offered you a resolution. One of our Consumer Advocates will contact you directly to further address your concerns.
Reviewed April 23, 2019
Top notch and explained everything to me. Looking forward to using if needed. Will definitely tell others. Especially to get free time for each... website review rated them number one... more to come... Consumer report gave great review and that is important.
Reviewed April 23, 2019
I have been a customer for several years and love the service and protection provided by Choice Home Warranty. The customer service professional and the actual service providers are always helpful and set very clear expectations. The claim process is seamless and very simple to use.
Reviewed April 23, 2019
Repairman was a great guy & did a good job. Everything went very well. I am very happy with Choice Home Warranty & the Company that repaired my Garbage Disposal - a great job by everybody involved with this repair.
Reviewed April 23, 2019
He quickly diagnose the problem and said he needed to make another appointment to fix the furnace because he didn't have the need replacement in his truck. He was very cordial, professional, and seem to know what he was doing.
Reviewed April 23, 2019
Electric out in part of house. No power in bedroom or hall. No power in guest bedroom or hall. Turns out it was a bad outlet in guest bedroom. Not much more I can say. It was a isolated problem. Could not figure it out on my own.
Reviewed April 23, 2019
I had my pool pump quit on me yesterday. I submitted a claim online and within 3 hrs I had the pool tech here. He fixed the problem and we were back working again. Fast service, but I have to say, he was in my area and could get to me within an hour of being notified. My other experiences have been very good, also.
Reviewed April 23, 2019
Great service with quick outcome! Thank you! Will reccomend this home warranty company to everyone! The plumber called to verify appointment times the night before. He was at my house on time with the job done correctly. He was in and out in less than 1 hour!
Reviewed April 23, 2019
This is the 3rd time in a year I've needed Choice Warranty. Last year my fridge quit cooling. Trained repairman had my 12 year old fridge cooling. Also, my old dryer quit. Trained repairman replaced belt, pulleys and rollers. Two days ago agitator quit on washing machine. Again, Choice was on the ball. Their repairman fixed it in 15 minutes. I have nothing but praise and thanks for Choice Home Warranty. I have compared several companies and will have Choice as long as I own a home.
Reviewed April 23, 2019
Thanks for the service. Technician was informative, helpful and professional from Jeff’s Plumbing. He cleaned up afterwards as well. I would only suggest next time he ask ahead of time for a towel for cleanup. I messed up a brand new towel to clean up water because it happens to be the closest thing to grab and protect my wood floors.
Reviewed April 23, 2019
I've had an account with Choice Home Warranty for a couple of years and called them to file a claim today for a microwave that broke. I learned that the microwave wasn't covered because it was not a built in. Ok, no argument there. However, I was then told that my account would be coming up for renewal soon, and if I renewed TODAY, they would waive the $45 service call, replace the microwave with a new one (even though it was a stand alone), and they would add an extra free month to my contract. The rep seemed to be having a little difficulty with English, and I repeatedly asked her if she was sure of her information. She repeatedly replied "yes."
When I asked her to send me an email confirming what she told me, she put me on a lengthy "hold," and when she returned she said all she could do was waive the $45 service charge, but could not replace the microwave if it couldn't be fixed. In addition, I would have to pay for the repairs if it could be fixed. Sorry, Choice Home, but you've lost my trust!!!
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
Our records show that an appointment has been set for today between 11-3pm and the service call has been waived.
CHW
Reviewed April 22, 2019
Plan terms and conditions are not very clear, and all representatives are not trained to be a listener. Very aggressive to sell the warranty, but not listening to what the customers needs. Moreover, all the representatives and managers who I talked to today have horrible attitudes. I had to make 14 phone calls with over 4 hours on the phone to solve the issues.
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.
A onetime free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations.
Kind Regards,CHW
Reviewed April 22, 2019
I think it's a good thing to have in your home. It will help me out a lot when I need something to be fixed. I know it would be good for my home. I'm pretty sure to be a good experience with this company and I'm sure that it will be a nice company to be with. I don't know what else to write because you're not much of a writer because I don't do much of this kind of stuff so I'm hoping this would be the right stuff you want me to do and I know this is a great company to be with for my appliances which I'm glad I'm a senior now because everything comes out right.
Reviewed April 22, 2019
Signing in to Choice Warranty. I wasn't comfortable with the 1st offer because it was higher than I wanted to pay. However, after asking for my age, which I am a senior citizen, the price was great. I did have 2nd thoughts because it was the total amount for 6 years was to paid in full. Rachel was respectful and official when talking to me and because of her, I decided to sign up. Set prices for 6 years, yes.
Reviewed April 22, 2019
I Purchased the plan for a year And although I have another home warranty plan I’ve heard so much about Choice Home and I thought I’d give it a try And see what works best for me. Only Choice only Choice gives me more coverage so that I feel a little bit more secure in view of what could happen. Thank you.
Reviewed April 22, 2019
Your sales agent was very personable and professional. Almost a pleasure giving him our money for a contract with you. We will be selling our home shortly and plan to use Luke again for another. Very impressed - he is an asset to your company.
Reviewed April 22, 2019
Water heater had small leak in tank last week and their exclusion stated do not cover holding tanks even though they say the cover water heaters. A water heater is a holding tank is it not? No resolutions. Had to pay myself. Next an air conditioner had Freon leak. Again, exclusion stated does not cover a leak as leaks occur through corrosion and rust. Even if I get leak fixed they will not cover the Freon replacement because leak was from rust or corrosion per their exclusion. Not seeing the value of pay monthly payments to have them deny any large ticket item due to "exclusions". Claim specialists either would not call my property manager back or are not willing to assist on any items. Is this really worth it? Not in my experiences.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 22, 2019
My paperwork was not sent to me. I had actually forgotten about until our dryer started acting up. I called to find out that there was a 30 day grace period that you had no coverage from the time you pay! I was 4 days from the start date and now that I had told her the problem it was "preexisting” and would not be covered! I am so disappointed in this company already. I requested to speak to the supervisor and that person refused to come to the phone.
A onetime free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations.
Reviewed April 22, 2019
Redman Plumbing Service showed up on time and took me through every aspect of the repair. They even did an Electric Camera scope. They unstopped the Master bathroom perfectly. My hall bathtub was not done due to some cabinetry has to be moved to get behind the bathtub. I plan to talk with the office about this coverage so the tub can be unstopped. We did discover that there is an area already cut out for entry to the back of the tub.
Reviewed April 22, 2019
Customer service was great. Sales agent was personable and made buying easy. I had no issues or concerns with the policy. Representative was very thorough in explaining the policy and answering all the questions I had even before I asked them.
Reviewed April 22, 2019
First the appointment time of arrival on time. Secondly identify himself. Third he was thoroughly in identifying the problems, and fixing them quickly. Was in and out in a timely manner. He explain each step of the procedures as he was fixing the product.
Reviewed April 21, 2019
Waited from 11:00 to 3:30 for plumber to show. He replaced garbage disposal...it didn't work. Said I need a new switch. Said it would cost me $120 extra to replace the switch. I said that's ok, the next day used our double sink and found the sink drain was completely disconnected and leaking.
We regret to hear your unit is still experiencing failures. We have reached out to our technician to return to your home to further diagnosis your unit.
CHW
Reviewed April 21, 2019
My water heater went out, took 5 days for a person to be “scheduled”...on Friday, the technician called at 11 on an 11-3 window to cancel until the next day. On the next day, they came (Saturday). Now the water heater is not working again and I’m already out a service fee for waiting a week for nothing but bad service.
We regret to hear your unit is still experiencing failures. Our records show that this matter has been resolved as the technician has returned to your home and completed the repair.
CHW
Reviewed April 21, 2019
The rep was pleasant to help renew contract and also help with claim. She was close to 5:30pm but said will help because we are old customer and offered one free service. I got call about company to service our claim in about half hour.
Reviewed April 21, 2019
The condenser fan motor blade of our AC unit cracked and broke off, this caused further damage to the coil and the motor to run off balance. The coil damage led to refrigerant loss. Choice Home Warranty is claiming that this is not a failure that occurs under normal wear and tear conditions and refusing to cover the claim. Both myself and the technician who inspected the AC unit explained to the rude and unhelpful CM assigned to our case (Yvette **) that metal fatigue routinely leads to cracks in moving metal parts such as blades and causes fractures. I have requested that my complaint be escalated to Yvette **'s boss to no avail. I have filed a claim with BBB and will also file a lawsuit.
Choice Home Warranty makes every effort to enhance the customer experience, therefore, we appreciate your feedback. In efforts to proceed with the enhancement of our quality service, your feedback has been submitted to our Quality Assurance Team for review.
One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 20, 2019
Reported problems with oven and dishwasher. Within 15 minutes a technician called to schedule an appointment to see the appliances. They showed up for the appt. at 3 pm, identified the issues, and said they would return within 3-5 days to repair the igniter in the oven and the drain pipe in the dishwasher. Turn-around time for the service call was great. Will let you know about the actual repair when it is completed.
Reviewed April 20, 2019
I am a Real Estate Agent and I inquired for a client that was going to purchase a home warranty for the buyer. I inquired online and immediately was contacted by a Representative of Choice. I gave my client that contact information and she signed up for the warranty today... so I guess my client was very happy with the conversation with the Rep.
Reviewed April 20, 2019
This company advertises that they are the answer to high HVAC bills; however, they have a multitude of exclusions which, in effect, render their insurance null and void. This has happened to us with our HVAC system and with other minor claims which we attempted to file. Their stock and trade answer is: "That is due to normal wear and tear and is therefore not covered." Warning: It's too late for us, but prospective buyers, READ THE FINE, FINE PRINT and ask about specific situations which might come up with your situation. When we attempted to cancel our contract we were told that there is a high cancellation fee. In other words, we're stuck!
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
Reviewed April 20, 2019
Great customer service and response time. Technician arrived and completed the repair with great caution. I would definitely recommend him to friends and family. Due to his technical skills and level of profficiency, he qualifies to do more work on my properties.
Reviewed April 20, 2019
The plumbing servicing professional was great and on time! He identified the issue quickly and fixed it in a very short time period. I highly recommend the plumbing service we get. The claim was assigned within few hours and we had no problem set up our appointment. Thank you.
Reviewed April 20, 2019
Took too long for Choice to find company to service ac. Company was here yesterday, employee nice young man. Told that he could not repair until contracting Choice. Also told me choice will not authorize repair. Why did I spend $1960.00 for coverage? Can’t answer following questions because I don’t know if choice will approve anything
Thank you for your feedback Marlin. Our records show that your claim was approved. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 20, 2019
Received call that repairman would come on Thursday by 3:00. Called the company at 3:10 and was advised we were on the schedule for the following day! Repairman did come early on Friday and replaced a part and we had hot water again. At 11:00 pm the basement was flooded again and no hot water. Easter is tomorrow and I have a family dinner planned and no hot water. Let’s see what happens today when I call.
We regret to hear your unit is still experiencing failures. We have reached out to our technician to return to your home to further diagnosis your unit.
CHW
Reviewed April 20, 2019
The repair companies that Choice Warranty contracts with are very unprofessional. I have been with with Choice Warranty for 2 years now and every time I have been in need of a repair I come across the same issue. The companies they sub out are rude, late and then miss diagnose the problem. Then I have to play then “wait” game again that can sometimes take another few weeks time. I feel Choice Warranty really does not care about their customers. We are just another number to them. I will NOT be renewing my contract again.
A onetime free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations.
Kind Regards,CHW
Reviewed April 20, 2019
Negotiated a fair price to a resolution to resolve issues. Disappointed because full price of replacement was not offered by Choice as stated in advertisement. However have had a complete payment of both previous claims. I will continue to be a customer with Choice Warranty.
Reviewed April 20, 2019
This is only the second time I have had to make a claim. The first time was a terrible experience as well. I purchased the appropriate ice maker coverage for my refrigerator last year and I am just now using it. The ice maker stopped dispensing ice. The repairman came out after I had already dismissed the issue and Gave him the answers. He called in and the claim was denied. I received a letter of denial which stated it didn't fall within the appropriate guidelines as follows:
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.
The broken part that controls the lender to dispense ice absolutely falls within these guidelines as having broken under normal wear and tear circumstances. I have the broken piece right now. There is no other way to have failed. Despite the common sense behind it I was denied. Of course AFTER I had already paid my $60 deductible (which should be paid after the claim is accepted/denied. Not before). So now I am out $60. I could have bought the part and replaced it myself for $80 but I figured I have this specific coverage and a warranty with the repairs so I made the claim and paid it. Now because of some ridiculous ambiguous loop hole this company denied me and I will have spent $140. I'd like to know what they DO cover.
I will attempt to speak with a manager tomorrow to rectify the issue or get a refund on my deductible. If a satisfactory resolution is not reached I am dumping this company all together. Truthfully I should have dumped them after the first fight I had to make with that LEGITIMATE claim. I, at this point, would highly discourage anyone from contacting with this company.
In recent review of your claim, our records show that we have provided you with a satisfactory resolution, in which we are glad to report that you have accepted.
In addition, a onetime free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations.
Reviewed April 20, 2019
I like the warranty and now have purchased it for 2 of my homes. What I don’t care for is when I look at the website I start getting calls within minutes. If I wanted to talk to someone I would have called instead of inquiring on the internet. And the people who call are pushy, I think this practice cheapens your company.
Reviewed April 19, 2019
Great deal - person on phone did a great job in explaining what options would be. Wasn’t a hard sell at all. Last time I used the warranty had lots of problems because of my location - no one close to fix issue.
Reviewed April 19, 2019
Very dissatisfied with my experience. What's the point of having a warranty program if they won't pay for what they are liable for? Called about our a/c not working on 4/9/19-claim submitted. Technician came to our house the very next day-which was great! Tech had poor words to say about this company which was a huge red flag right off the bat. He stated that the control board would need replaced. He stated that the cost for the part alone would be $500, took our $60 check for the service call and said he would be getting in touch with them right away.
The next day he said he spoke with them and they felt they could get the part cheaper through their purchasing department. Eventually they said that our claim was approved via e-mail. However the same day the tech called and said that our particular model of Trane furnace required a kit that included the control board and other items in order for the component to work together-the control board is not sold separately.
That same day we received 2 denial e-mails stating the reason for the denial was because they don't cover "modifications." They were willing "as a goodwill gesture" to pay first $200 then (in a second e-mail) $250 towards the claim but that at the time of the work, we needed to pay $864.00 to the tech. Wait, what?! I called a Trane manufacturer and confirmed that this is not a modification-this is the fix for the control board.
We submitted an appeal and included the written information from the manufacturer. To no avail-but their offer did increase to $400. Please note that the average cost of a control board replacement including labor is $400-$600. Tashay **, our case manager told me that their contract with their technicians for this type of job is only $300. Based upon what the tech told us on day one-the control board itself is $500- so from the get-go we are getting taken advantage of. Apparently, the tech can then charge the homeowner whatever they want...
Here is the math: $1174 total for the job (according to the tech although I have seen NO paperwork), $864 for the part (according to the tech) and roughly $250 to install. I called Trane again and the part is only $611 plus the $250 labor. As I sit here now writing this-nearly 2 weeks later-I can say that I have spent roughly 3 full days working on this issue over the last 2 weeks. I am out the $60 and our a/c still isn't working and hasn't been repaired.
Today the case manager accused me of arguing with her when I question her math or challenge her position. Really? I am a customer and consumer and I know b/s when I see it. From the very beginning our experience with them and their tech has been very frustrating. We have paid our monthly premium for two years and they arbitrarily throw out a random number for how much they will pay on a claim for a system that was covered. They get the make their own definitions of "modification" and have a denial for every claim. This is what they get paid to do. This company is fraudulent and I will be reporting to the BBB and department of insurance.
Our records show that a Case Manager has provided you with a resolution regarding this matter. Our Consumer Advocate will contact you directly to further address your concerns.
Reviewed April 19, 2019
I was just going thru my emails and Choice Home Warranty just happen to come up and I was just clicking on it to read what it was convincing. I had spoke to 4 other companies and went on the senor site. I was going to go with another company but just as I was look ask Choice my phone rang and it was a representative from Choice. As we spoke I had mentioned I was was thinking of going with another company and he told me what it would cover and it had covered my garage which the other company didn't plus I got a great deal. I'm very grateful for them calling. And mom is now interested in getting a account through them after I told them what it covered and I spoke to my son. Had him look my contract over. He didn't see anything wrong otherwise I would have been told no. So I'm glad for this opportunity with them and I hope it works out and it of course I hope I don't have any problems but the main thing is I now have peace of mind.
Reviewed April 19, 2019
You were Prompt in getting the serviceman here. The Serviceman came early... yea! The AC working perfectly now. The Serviceman polite, neat in appearance and sure seemed like he knew what he was doing. It's worth an A+ from me. Thanks.
Reviewed April 19, 2019
Had a plumbing stoppage and submitted a claim online. It was very easy to do online and Choice responded quickly. While at first had a delay in finding a contractor to do the work, they kept us informed along the way through emails and texts that they were working on it. Once a contractor was found, they came quickly, the next morning and did the work. Choice responded quickly to approve the work, so, the whole process was handled in a very professional way.
Reviewed April 19, 2019
Technician arrived promptly and was friendly and courteous. Upon investigation could not get the problem to repeat. Things never work so well as when the mechanic is driving. If the problem reoccurs will call him back. I am presently satisfied with the CHW response.
Reviewed April 19, 2019
CHW set up an appointment right away. Kept me informed as to the status of my claim. The technician was prompt and very professional. He explained the process step by step and kept me informed as to when the part was arriving. Very pleased with the service.
Reviewed April 19, 2019
Although I was without hot water longer than expected, I was pleased with the service person’s attention to the repair. A short trip for a part was required and within a couple of hours, I was back in “hot water”. Glad that I have CHOICE.
Reviewed April 19, 2019
The first person sent to fix my stopped up toilet damaged the toilet but was able to get it unstopped. Unfortunately the solution was only good for a couple weeks. A second person said he couldn’t fix it because his equipment wasn’t long enough. Then Choice tells me it is outside their contract. It is in the plumbing line within the house boundaries. Very very disappointed and feeling like the warranty isn’t worth the money I spent on it.
In recent review of your claim, our records show that we have provided you with a satisfactory resolution, in which we are glad to report that you have accepted.
In addition, a onetime free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations.
Reviewed April 19, 2019
Everything is good. I hate that my oven does not work but glad I have the policy to repair it. Glad to have an option to repair or get the repair money amount to go towards a new one. Wish I could gotten more of course but this was fair. Thanks to Ace.
Reviewed April 19, 2019
You're going to see some good reviews on here but they are going to be from people who used the service for small convenient things. THIS COMPANY WILL AVOID PAYING ANYTHING MORE THAN YOUR POLICY AT ALL COST. Also if you are told you will be prorated back, it's a lie. Don't get this type of insurance in general, but if you are definitely don't get this one.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
CHW
Reviewed April 19, 2019
My husband and I are senior citizens and on a fixed income so I thought we needed a home warranty to protect us in case anything went wrong! My husband got sick (Dementia) and my Mother just died of Dementia, I was happy with my home warranty even though they were expensive and Choice kept calling me to tell me that I could save a lot of money and all I saw on their site was "NEVER PAY FOR COVERED HOME REPAIRS AGAIN" "CAN YOU AFFORD TO REPLACE YOUR AC AND HEATING SYSTEM and "IF WE CAN'T FIX IT WE'LL REPLACE IT" so I thought well my old one was good so they must be good! My big Mistake, they lie over and over again!
I went with Choice and 3 months later my AC unit went out for the first time so I called them! They sent a tech out that I had to pay $60.00 to tell me it was the coils and my fault! BTY, I have never heard of coils then he told me that it would not be covered because Choice never covers anything but small claims. I was denied and was given a case manager! It was so hot in the condo that when I called the doctor about my husband not sleeping getting agitated and being confused he told me to go to the ER and make sure that he didn't have a stroke. It was all from the heat. I called to tell the case manager and she offered me $200.00 that I turned down.
I filed a claim with the BBB and via the BBB they offered me the $200.00 for good faith AND & 1250.00 which I was going to accept but I just wanted to know if they were offering me both or just the $1250.00. That was a trick because the next day the case manager called me to tell me that the $1250.00 was an error. How do you make an error like that? They only cover small claims no matter who you are or what you pay! It is a scam and false advertising! I just want what was promised to me! I think the CEO of the company should sit in a condo for 2 weeks in Florida with no air and maybe he will change! We don't have the money to get it fixed or to buy one and they lied to us I never got a contract. The sad part is my old warranty would have covered this and I would be sitting in AC!
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 19, 2019
Luckily I have not had to use my warranty service for the past two years. My dryer check vent light would not stop coming on even after thoroughly cleaning the vent and the hose behind the dryer and the exit area. Called Choice and had a repair person here in two days. He was polite and thorough, light refused to come on while he was here but he did offer suggestions for when the light does come on. Glad to have this great warranty.
Reviewed April 19, 2019
I’m satisfied with the customer service and response time; however, not with the quality of technicians that are dispatched to my home. Explained very little to nothing and I’m still having the same issue. Again, I have to call an outside company to come fix the problem.
Reviewed April 19, 2019
First I want to thank Sam ** for taking the time to explain your service, and their coverage in detail. And also for giving me the time to make my decision on my own with no pressure. After reviewing the options available I decided to take the 5 year with one free year and the lower co pay.
Reviewed April 19, 2019
New to CHW. Had a problem with my air conditioner and they dispatched a repairman the next day! It wasn't an easy fix, required a bit of troubleshooting, however he was able to fix it and the ac unit was up and running. CHW, was in constant contact and I am completely satisfied with them. I'm so happy I have CHW!
Reviewed April 19, 2019
My feelings are mixed. On the last repair, the service was great. Once I knew not to use the telephone and do everything online, it went very smoothly. They allowed me to find my own repair person and reimbursed me for the cost. On My first use of their service, I was on hold forever and the individual they selected to do the work broke more things than he repaired. He was incompetent. The only good news is they sent someone new to complete the job ASAP.
Reviewed April 18, 2019
Acquired CHW coverage. Jimmy ** was very helpful, concise and accommodating when he called about my inquiry. He was very easy to understand and at no time did I feel pressured to purchase which helped me decide to purchase, I don't react well to high pressure, I tend to pressure back so he was outstanding.
Reviewed April 18, 2019
I was looking for new coverage. My initial experience with Choice was not good; the representative didn't even want to use my correct first name and said I was making a "big deal" out of it; and then hung up on me. Later that day, a supervisor, Tracy, called me. I told her what had happened. She was as upset as I had been; and the reason she is a supervisor is because she went above and beyond to win my business. I am very happy with her excellent service and attention to my needs.
Reviewed April 18, 2019
We recently had a new garage door opener installed. In the last two weeks the door had stopped halfway going both up and down. The garage door repairman, Josh, arrived and in a short time diagnosed the problem and was able to get the door working properly. Our repairman was a very courteous and knowledgeable young man. I would not hesitate to recommend your company or your serviceman to anyone.
Reviewed April 18, 2019
Samsung washer went out and it took a little over a week to get a company out here to assess the damage but once they did the very next day they approved the work order which turned out to be the the water pump. Now all I have to do is wait for the work order company to receive the replacement part and install and hopefully receive their payment for their efforts in a timely manner.
Reviewed April 18, 2019
Called Choice Warranty on 11 April to apprise them that our home's heat/heater was not working. First, the person on phone spoke broken English and was very hard to understand. Secondly, Choice Warranty gave us the impression that they didn't care that we had no heat. They subsequently called back and told us that the repair man would come on Wednesday the 17th. Almost an entire week later. Thank goodness it was not in the middle of the winter.
The repairman came from Fairless Hills, PA. Are you serious?? You do not have any contracted furnace repair guys in South Jersey? Not a good way to run a business. Again, thank goodness that it was not in the middle of winter. When the repair guy did show up, he was polite, competent, and fixed the problem in less than an hour. So why did it take a week to get someone out here to do less than an hours' work??? Once performed, we are completely satisfied with the work, but not satisfied with Choice Home's effort, cooperation, understanding and generally a very unsatisfactory approach to our situation. This was our first call to Choice Home for a household problem, and not a good way to start a longterm commitment.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 18, 2019
Prompt and professional! Thank you! Appraisal done and repairs scheduled. This is my first experience with Choice Home Warranty and I am very pleased with the way my claim is being handled. I have three properties with Choice Warranty Plans on all of them. I look forward to working with Choice Home Warranty in the future. Linda **.
Reviewed April 18, 2019
Man changed garbage disposal and left. After he left we tried to run dishwasher. Drain from dishwasher was plugged up and dishwasher flooded kitchen floor. Called repairman up and said he blocked drain line and he should have checked it before he left. He said he didn't do it and refused to come back. Now I have to file another claim and wait for another repairman and probably pay another fee to fix what the first repairman caused.
Thank you for your feedback Mark.
We strive to provide the best customer experience, therefore, we regret to hear that you were not satisfied with the service provided by our technician. A onetime free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations.
Reviewed April 18, 2019
Very professional, dependable and friendly. Repairs were handled to our satisfaction. Cleaned the area after he finished. Fixed turn off valves under sink and to toilet in upstairs bath. What more can I say? I think this says it all.
Reviewed April 18, 2019
Even though what I needed fixed was not covered (it was a exhaust dryer pipe that was not connected to the wall), I was sent sent a technician who fixed it for me at a reasonable price and he came early too, and was very courteous and helpful. This is the first year that I am using Choice, and it is so much better than the other one that I have used for years. The technicians are not trying to gouge you, nor trying to push you to replace something when your appliance shows that it has life on it still.
Reviewed April 18, 2019
Took my calling 3 times to Choice to even have a contractor call me. Took 26 hours to get my appointment. I’m feel this would not have even happened if not for the 3 phone calls. You need to be faster with contractor return calls.
We strive to provide the best customer experience, therefore, we regret to hear that you were not satisfied with the service provided by our technician. We are making every effort to enhance the customer experience, therefore we have submitted your feedback to the Director of Vendor Relations, who will review this matter accordingly.
CHW
Reviewed April 18, 2019
They called within half hour after my call to report my problem. Said that they couldn't be there until the next day. Knowing that I only have one bathroom, they made time to get here that same day. My thanks to Amy's Plumbing.
Reviewed April 18, 2019
My clothes dryer quit working. A quick call to Choice Home Warranty and within minutes I had a repairman scheduled. Choice has been so good both times I have had to use them. Because of the top quality service I have received from Choice I am getting my friend to sign up.
Reviewed April 18, 2019
Told I would only be charged the 50 fee but was charged 105. Wanted 200 to complete the job. Not very helpful. Would not recommend 495 garage to anyone. I wasted a lot of time waiting for them to show and the door is still not right.
Thank you for your feedback.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Kind Regards,CHW
Reviewed April 18, 2019
Most of the people who came out for the air conditioner and jacuzzi did not even look at the items. They did not so much as have a screwdriver in their hand. Top Dollar did not even know how to turn on the jacuzzi jets but he claimed he was an "expert". The initial air conditioner "repairman" said that we needed a condensor and you did not cover it. You verified that you DO cover that item but he never gave you the claim! I got a second opinion on my own and they said that all we needed was a fan motor. The second person you sent out agreed with my independant service company! I am still waiting (for10 days) for you to send out a licensed jacuzzi repairman.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Kind Regards,
CHW
Reviewed April 18, 2019
I have had issues with Choice and their servicemen since January. I submitted a claim about my dishwasher not running through cycles. Two companies came out within the course of 4 months and I still do not have it repaired. Choice comes and declares it a replacement as it would cost more money to fix than replace. Their Offer? $179, I declined and was given a Caseworker. When I explained to him the cheapest dishwasher at Home Depot was $308 for a Non Brand dishwasher, He said they could offer me $300 to replace my dishwasher. My dishwasher retails new between $599 Up. This company is horrible. I was told purchasing guaranteed replace for appliances for similar model or better! How do I get a better model or even similar for $300? I do not know. I will RUN if this company tries to sell their Warranty to you. NEVER AGAIN.
We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/. A free service call fee has been placed onto your policy, in anticipation that your next experience with Choice Home Warranty meets your expectations.
Reviewed April 17, 2019
You recommend replace versus repair. Agent did not even check to see who was policy. Policy bought before marriage and was making deals with now my wife. Policy was in-place years before marriage, married in July 2018. Email was sent prematurely with counter offer. We did not even get close to a replacement offer. We will be looking at other warranty before automatically renewing our contract. I am surely going to find a company that will be better to make replacement offers.
Thank you for your feedback Parris.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
CHW
Reviewed April 17, 2019
I can’t say enough good things about Shaun! He arrived at exactly the time I was given, was friendly, polite, informative, and efficient. I hope I don't need repair work on anything else, but if I do I would request this guy from All American Appliance Repair.
Reviewed April 17, 2019
The Microwave needed to be replaced, but the amount provided does not cover the cost of the replacement for the same size and features. The point of this coverage is to not have to pay more than the deductible when something happens like this. But that was not the case. I had to pay the service fee for a tech to spend 5min telling me that it needed to be replaced then spend more money getting it replaced with a like unit then I have to install the unit myself or pay someone to do it. Does not seem right to me at all!
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 17, 2019
Our hot water tank pilot wouldn’t come on so we had no hot water. I had a quick response when I first called Choice to put in the new claim. Within 24 hours a repairman came in and replaced the thermal coupler in the tank. Excellent service and courteous people to deal with all around. Very satisfied with the plan.
Reviewed April 17, 2019
Dryer repair - On time, courteus and knowledgeable. Technician did a good job of finding the problem and fixing it in a timely manner. Will be recommending your company to all I come in contact with. We are very pleased with the service.
Reviewed April 17, 2019
Dryer repair - I was extremely impressed with how quickly someone called me and came out. The technician was awesome and went to get the part I needed so he could fix it the same day. It was easy to place my service request online and the company that called me was very flexible with their appointment time. The technician was able to change the time to accommodate my schedule and complete the job. Thank you so much for such great service!
Reviewed April 17, 2019
Heat and air conditioning - CHW was right on top of my claim. I called in Sunday morning and Monday afternoon I had appointment to get repairs. The company that came out was very professional and responsible. It was a great experience from start to finish.
Reviewed April 17, 2019
I really don't have much to offer at this point except to say how easy it was a join the CHW family. I just hope when an issue arises that they are as efficient as they seem to be to correct my problem.
Reviewed April 17, 2019
Rob called and offered me up a discount to the home warranty I was starting after buying a new home. Everything worked out great and quickly! Gave a brief overview of everything that would be covered in the warranty as well.
Reviewed April 16, 2019
I changed the sheets on my bed... placed the sheets I had removed in the washing machine and it filled with water... That was it... It would not do anything else.. Contacted Choice Home Warranty.. The first repair order was some 7 -10 days away. I recontacted Choice Home Warranty and the repair was reset with another repairman who came out within two days of receiving the order... Located the problem... obtained the necessary part for my washing machine and put me back in the laundry business!!!! I am a Senior Citizen and without Choice Home Warranty I would have been a "nervous wreck" calling my children, etc.. etc... to get something done!!!
Reviewed April 16, 2019
I wrote voluntarily immediately after your rep left my home. I have never had anyone in my home for any purpose more comfortable to have. He quickly diagnosed the problem and went about his business of clearing the pipe. He worked in such a manner that there was nothing to cleanup after he left... just replace the "junk" I keep there. As I said, I wrote a note immediately to give William the credit for a job well done. I see the Character Count is set at 463... Whatever is the maximum is what I would give. I am sure you are pleased to have represent your company.
Reviewed April 16, 2019
In November 2018, I called Choice Home Warranty for warranty insurance for the condominium unit at **. Wayne from sales took the call and sold the plan to me. I was very specific of not being tied down to a contract and agreed to pay only if I had the right to cancel anytime without penalty. He confirmed to me that there was no catch and that I was free to get out ANYtime without fees or penalty. It was on these contract terms that I gave my credit card as payment. I paid for other properties as well. I already had insurance with another warranty company for those properties and subsequently decided not to break those contracts and cancelled those and continued coverage only for NY property.
I paid 1,750 for 60 months coverage from December 30, 2018. Wayne said that I would get an additional year for free and hence technically the payment was for 72 months. I have had the contract for 4 months December 30 2018 to April 16 2019 and am unable to utilize since the contractors they use do not have adequate insurance or workers comp. The building has refused every single contractor that this company sent. I had to finally get outside contractors to do the repair work and had Choice Home Warranty approve, authorize and pay for the work done. Hence it is not working out for me and called to cancel the policy today (after 4 months) and asked for refund for remaining 56 months.
The prorated refund will be $1,633.34. They also have a balance due to me for $121.76 for work that was completed by an outside contractor. Today when I called to cancel and ask for refund the terms stated were different to what Wayne and I had agreed on the day of payment. They said there will be administration fee of $50 and the monthly dues will be calculated by some other formulae and the balance refundable to me would be $500 less. I believe this company is taking consumers’ money under false marketing and sales tactics. I am requesting refund on terms that I agreed. On one occasion the contractor that was assigned to do the repair had a felony and an alias name and since I scrutinize all contractors before they enter found this out. I am questioning the company’s guidelines and procedures on security, license and insurance checks as well.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 16, 2019
The technician for the vendor Ace of Spades Garage Service was quite knowledgeable and efficient. His professional was commendable. I appreciate the service offered by Choice and Ace. Money well spent each month for the service. I would recommend highly to others. Best investment we’ve ever made!
Original Review: April 16, 2019
We filed claim on our Kenmore Elite side by side refrigerator with Grab-N-Go door that it was not cooling and compressor was running. It was installed in October 2014 and cost $2,800 on sale. We were pleased to get an appointment with service technician the next day. He came and confirmed compressor needed to be replaced. That is when our dissatisfaction and disappointment started. Choice Home Warranty received technicians repair request. Within hour or so I received a call and email noting I had great news. The company indicated it was best to replace vs repair and offered me $600. I immediately declined and shortly received a call from Case Manager explaining the basis for their decision and repeatedly told me they had sole responsibility to make the decision to replace. Yes, this is written under limitations of liability.
The cost to replace compressor was $800. To purchase a like refrigerator is in range of $2700-$3000 plus tax depending on sale price. I finally agreed to have them send me $600 and we are repairing. Hopefully, I will get a check within 30 days as noted. I am assuming they are saving $200 and more importantly we will be unable to file a second claim on our refrigerator. Very disappointing considering sales pitch to purchase Warranty. Ask questions regarding limits of liability before purchasing.
We strive to provide the best customer experience and regret to hear your dissatisfaction. One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 16, 2019
I received a quick response after going to your website. The sales person provided a very good description of your services along with a price quote. He was articulate and pleasant and I would recommend to my friends. Well done!
Reviewed April 16, 2019
Air Apparent Mechanical Technician took the time to explain the problem to me and how I could avoid problems in the future. If I would recommend this company to my friends and neighbors If my air or furnace should need service, please send Air Apparent Mechanical.
Reviewed April 16, 2019
I was happy with the new service offering. I did feel a bit sold to, and since I am a sales person I maybe am a bit more sensitive to it, but otherwise. I feel that the transaction was good. I am hopeful I made the right decision enlisting an agreement with your company.
Reviewed April 16, 2019
Technician did a great job. He was checking the equipment and was very precise and polite. He gave me a diagnosis of the problem. I am sure that the problem will be solve very professionally. II am a very very very happy customer. Thanks a lot.
Reviewed April 16, 2019
From the call to register my problem to the completion of the work.. by 3J's Plumbing I was treated with prompt and professional service. Hats off to John from 3J's. The man is a true professional.. right from his protective booties to explaining and clean up, Job Well Done!
Reviewed April 16, 2019
This company prides itself in denying claims, in three years I have submitted 7 claims and all of them but one have been denied. This is the biggest ripoff ever. They will find a reason not to cover every claim. Don't take their word for it. Read the small print on the items that excluded from each appliance, you would be shocked.
Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on www.choicehomewarranty.com/user-agreement/.
One of our Consumer Advocates will be contacting you shortly to address your concerns.
Reviewed April 16, 2019
I've had Choice Warranty for over 5 years and very affordable and good service, also customer service is very helpful too. Always very helpful. They have fast response to quickly fix the problem. Very professional in every way, Thank you and is a very big peace of mind to have this insurance.
Reviewed April 16, 2019
Honestly, the determination letters are unclear on the actual determination and frankly seem to take a cowardly approach to standing behind your own contract. If my service is not covered, I want to know first in plain language... "Based on our information/investigation your outage/service is NOT covered." Secondly, I want understand why so quoting the section of the contract is great and you do that well. Thirdly, in the event your staff has misunderstood the situation, I want a way to speak to someone to ensure I fully understand any nuances provided by the particular situation so I can understand why it was not covered.
In addition to this, the reimbursement process is simply not fair to suggest the worker has to stop what he/she is doing and wait on hold for 10-30 minutes so they can explain the details to a CHW specialist. Their time is valuable, and CHW is literally abusing that which they are paying for. This could not be more nonsensical.
Reviewed April 16, 2019
I am very pleased to review and update my policy from a yearly renewal to a long term (I am told by Mr. ** (Promotion Mgr.) a lifetime agreement) without the increase or additional costs. I am pleased that Mr. ** took the time to explain the benefits and over all advantages of replacing my existing coverage.
Choice Home Warranty Company Information
- Social media:
- Company Name:
- Choice Home Warranty
- Company Type:
- Private
- Address:
- 1090 King Georges Post Road
- State/Province:
- NJ
- Postal Code:
- 08837
- Country:
- United States
- Website:
- www.choicehomewarranty.com
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