LAFAYETTE, LOUISIANA -- As noted by another customer of Choice Home Warranty, they do not live up to their policy or their message on their phone question. Their repairmen, past and present, note, they do not replace items, such as heating and cooling systems. They did pay me for $300 to replace a new washer but after 2-3 months of haggling (and I'm an attorney who represent insurance companies), I wanted to get out of it, but I would have to reimburse them the $300.00 and other repair work they did. They lack communication with their customers and their vendors.
You will be on the phone with them for at least one hour but normally two, waiting to speak to a representative, then to 2-3 specialists and then you get a manager or two. One manager, after being on the phone for 1.5 hours, informed me that she will call me back after I informed her that no one has been calling me back. She guaranteed me she will call me back in an hour. After 4 hours, I called back and it was a miracle I got her on the phone. She stated she went to lunch and forgot about me. They are simply horrible.
I contacted the sales representative who made the sale and he just seemed paralyzed to do anything. Or really didn't want to do anything. Also, it's difficult for them to find vendors because they seem to screw the vendors as well. When they can't find one, they say for you to find one and get quotes to match Choice Home Warranty's cheap reimbursement and then they may approve the tech you spent time to get out there. In other words, they want you to do their job, cause delays and you still may not get a final resolution.
If you are a customer, insist they do their job. I'm still waiting on a heating replacement. They offered me either $205 or $250 (they can't get it straight) to go towards a replacement that their team will find a wholesaler to buy the system. I asked how much is the system and replacement of same. One said $6000 and the other said it was $1500. I confirmed with the vendor it was $1500. But this is an example of how they do not want to live up to their obligation. If I were to take the $250, that would close their claim and I'm stuck with paying $1250 which should have been their obligation.
I informed them now that they will have to continue repair the heating system and the warranty on the repair is 30 days. I call within 30 days to inform them it's not working again, because it's not. Thank god I have a fireplace to keep some warmth in the house. So they recognize the best thing to do is to replace the system but they do not want to expend it and they try to con you into believing that you should take some money and do it yourself. As I said, I represent insurance companies and I know a little about negotiations.
I think when you see most reviews, they are fake. I've yet to find anyone who has had positive experiences. Based upon my experience, I really suggest one to stay away from this company and don't let them have you think it's a great or even decent deal. It's not worth it at all.
EDISON, NEW JERSEY -- I just moved into a new house in June of 2017 and purchased a home warranty through Choice Home Warranty for peace of mind, even though everything checked out with the home inspection (I had to provide a copy of the report to Choice Home Warranty). At first, I was satisfied with the service; however, I had only had small, minor claims (e.g., broken shower arm, broken garage door opener) up until this month.
My grievance is with a claim for a broken furnace. Given that I know your Choice Home Warranty is very particular about making sure equipment is serviced, I scheduled an appointment with an HVAC company (Horizon Services) to perform a furnace tune-up.
On October 6, 2017, the Horizon technician examined the unit and discovered a crack in the heat exchange. The technician requested a second technician to come immediately to verify the crack. I was told that the Heil furnace, installed in 2000 by the previous homeowner, was now inoperable. I immediately called Choice Home Warranty to make a claim.
On October 10, 2017, their representative contractor, MW Service Company, came to inspect the unit. The technician, Rich, asked if I had paperwork from the company that identified the crack. I provided it to him and he stated, “I'll take their word for it this time because it's a Heil furnace. If they get older than 10 years old, they are junk.” The technician never actually examined the heat exchange.
On October 17, 2017, I received a message stating that I should call Choice Home Warranty regarding my claim. I spoke to a Senior Claims Specialist named Jessica. Verbatim, she stated, “The reason the heat exchanger cracked is poor or improper or incomplete insulation. Wait. That doesn't make sense. Let me check on that.” Jessica intended to put me on hold, but accidentally hung up. I immediately called back and reached Denise who told me she would transfer me to Jessica, but she didn't.
Next, I spoke to another Senior Claims Specialist named Elizabeth. She told me that Jessica was trying to contact the authorization department to check on the status of the claim. Elizabeth told me that “the reason for the crack was that the heat exchanger was not combusting properly due to surface rust” and that per the policy, issues involving rust are not covered. So, you can image my surprise that Choice Home Warranty is refusing to cover the unit due to rust in the heat exchange when your technician never looked at the heat exchange! The “surface rust” excuse is clearly a lie.
When I explained this to Elizabeth, I was told that I could pay to have an additional technician through Choice Home Warranty come out to “re-examine” the furnace and assess for rust. At this point, I asked to speak with a supervisor and was transferred to Greg. He stated that he could have another technician from a different company come out at no cost to determine the cause of the crack.
I decided not to have a second Choice Home Warranty affiliate company come out to examine the unit again. The employees showed the true colors of Choice Home Warranty by providing a fake excuse to get out of paying for an expensive replacement. This is not a company that I can support. I will not provide Choice Home Warranty with any more of my money so that they can go on ripping people off.
I sent a signed letter to Choice Home Warranty to cancel the policy as the contract states that it must be cancelled "in writing," and received an email stating that I had to call them to cancel the policy. So, after waiting on hold for 20 minutes I was told that even though I paid for 3.5 years coverage and only used 5 months of that, I would not be fully refunded for the unused portion... that I would only receive less than half of what I was owed. Choice Home Warranty is a scam and should be ashamed of the service it is providing.
EDISON, NEW JERSEY -- It's a consistent battle to get anything you paid for. I was promised calls back every day for nine days. And every day, when I didn't get one, I called back in. They kept changing the accounts on the claims (first there was an issue the tech didn't know how to fix, then there was no issue at all. I guess the two feet of water in my garage was a mirage I made up because nothing makes me happier than wasting my precious time.) which isn't just lying: it's fraud.
Getting anyone on the line to help is impossible. When I said I wanted to cancel, they put me on hold for FORTY MINUTES. I hung up and called back and got someone right away so I knew it was on purpose to have that person tell me the department that handles that wasn't open and I had to call tomorrow. So you people put me on hold to wait for someone who was never coming? Are you kidding? Level of incompetence, intelligence, and ethics is zero. I will be paying my own way from now on. This is a scam and I am disappointed business like this are allowed to operate.
ORLANDO, FLORIDA -- I live in Orlando, FL. We just bought our home 2 months ago and I called everywhere looking for the right warranty company. My main question to everyone was, "this was a previously owned home, if my AC goes out will this be something covered?" (Very important living in Florida.) Seeing as how I do not know the history of the unit. Choice Home Warranty said ABSOLUTELY, if the unit is in working order and passes your inspection then there will be no problems. (I called a bunch of warranty companies and most of the responses were unknown. They said it would depend on how it was maintained.)
Seeing as how I had no idea how it was maintained since the home was new to me, I even asked Choice, "I have read a lot about warranty companies not covering due to maintenance or wrong pieces installed, I do not know what has been used. Will this be a problem for our coverage?" I even purchased the best warranty plan they had to offer and paid it in full. Not installments.
Our AC went out over this past weekend Saturday. Someone came out Sunday to evaluate the problem. We got a call this morning saying our claim was denied due to improper maintenance. So I call the technician that came out to our home, and he said that in his report he even stated that the coils were clean so he is not sure why they would say improper maintenance. Other than a few leaves around the system which may have been what they saw in the pictures.
I have called and spoke to a few people who just refuse to reconsider our claim. Especially when I was told this would not have been an issue. I am so frustrated and HOT! I do not recommend to anyone. We have 5 kids and we did everything to make sure that our first home would be protected and obviously this is something out of our control. Very disappointed!
EDISON, NEW JERSEY -- My mother purchased a policy because the salesperson lied to her. They indicated that if anything broke for any reason, it would be repaired or replaced. We had our first failure. It was too expensive to repair, so they offered cash (no replacement). The cheapest replacement I could find was $400. They offered $100. They said they did match retail prices but instead went by a national average. It took one month to get to this stage. The check will take another month. Keep in mind, each visit costs you $45 out of pocket. COMPLETE SCAM. THIS IS JUST HOW THEY DO BUSINESS. DO NOT GIVE THEM A SINGLE PENNY.
IL, ILLINOIS -- We had flooding in our basement due to sump pump failure and I put in a claim. They send a guy next day and he didn't check anything, just looked at sump pump, took $40 and left. We had flooding again and then I called warranty again. They said they will send the same guy again to verify his work, I told them if they could send someone else and they said that will take another day or two and we can hire independent contractor and submit reimbursement for the same.
As flooding needed immediate attention we hired independent contractors and now we are requesting reimbursement and they are saying no to that. I was planning to extend my warranty but after this horrible experience I myself is going to cancel the warranty and also I am going to place as many reviews possible to spread awareness not to buy this warranty, customer service is horrible and rude. I wish there was an option to give negative stars this warranty.
EDISON, NEW JERSEY -- Choice Home Warranty denied my claim saying that the condenser should be in better condition if it was maintained properly. The outside AC unit is 15+ years old and has been through 2 Hurricanes (one being Hurricane Sandy) and the freak 4.1 earthquake NJ had 8 years ago. We have done everything on our end to honor our agreement and they denied our claim.
I have 3 kids, 2 are special needs and all of them have gotten heat exhaustion because Choice Home Warranty won't honor their contract agreement. Even with all our fans on continuously throughout the day, it is still 85 degrees in the house. We have proof that we did regular maintenance on the unit and the claim is still denied. They shouldn't be allowed to get away with this.
PLANO, TEXAS -- I feel this company stole my money from me as I have called in for three repairs and nothing is covered. My refrigerator is leaking water on to my wood floors but that's not covered as they say it's not mechanical. I asked what is covered and I guess it has to be inside the refrigerator. Also, called on my oven as it will not heat properly as the door will not stay shut properly and so the door sensor goes off constantly and nothing cooks properly. Of course this wasn't covered either and the representative was very short with me and hateful.
I made the mistake of not reading any reviews before I switched companies and I paid three years in advance. Also, I have tried to cancel and no one ever answers the phone and I was on hold for over an hour. I have used both American Home Shield and Allied Home Warranty and never once had any issues like this.
NEW JERSEY -- Do not ask for a quote! 2 phone calls (back to back) within 2 minutes of filling out questionnaire, 3 emails seemingly from 3 different senders in an hour (I had to unsubscribe from 2 and ask not to be contacted on the 3rd) and another 6-8 calls (3 automated voicemails) within a day or two. I even answered and asked not to contacted at 7:30am (yeah they call that early) and wouldn't you know... I received another call 3 hours later. And I still receive email correspondence (in my junk mail now) after unsubscribing. I can't speak to their service but I will not support any company that uses these tactics.
RUST EXCLUDED??? REALLY??? How can a home warranty exclude rust from coverage on systems whose inherent function and purpose involves the transfer of water or humidity? Water heater rusts out - NOT COVERED. Central Air evaporator coil rusts through, leaking all the Freon out - NOT COVERED. Technician merely mentions the word rust as a possible cause for the toilet not flushing properly - NOT COVERED. On top of all this, the service companies sent out to do the requested repairs HATE CHW because they're always caught in the middle, between the customer and CHW, when the service claims are denied. WORST HOME WARRANTY ON THE MARKET!!!