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 -- 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.
SAVANNAH, GEORGIA -- Before you choose to purchase this home warranty program please read the following: I am a combat veteran who just returned from my fourth deployment overseas. During this deployment, my HVAC system ceased operating while I was away. I originally purchased Choice Home Warranty's program back in December 2014 under a three and a half year contract that all those appliances installed at my home at the time the contract was initiated were covered under the warranty regardless of age.
Under this contract, Choice Home Warranty was obligated to repair or replace any appliance at fault including those which cease to function due to common wear and tear over time. My HVAC system is from 1996 and was fully functional at the time of the contract. Choice Home Warranty's first breach in contract with me happened when my HVAC system ceased functioning in the summer of 2015, at which point I called and a repair man was dispatched immediately.
After talking to the repair man, he explained to me that my evaporator coil had a leak and that the ONLY REPAIR CHOICE HOME WARRANTY AUTHORIZED HIM TO CONDUCT was to simply refill the system with more Freon. The evaporator coil was never repaired and this turned out to be a temporary solution to simply buy time which is also illegal as it violates the Montreal Protection Act as the Freon is just continuing to leak into the atmosphere.
So less than a year later the system again ran out of Freon as the evaporating coil continued to deteriorate due to its age, after a repair man was dispatched, he told me the same story that Choice Home Warranty refused to authorize any repairs under a fabrication that the system had rust and the contract does not authorize repairs for appliances that accumulate rust. Rust was never the issue with this system, it was a complete lie that the company generated as a scapegoat to prevent them from having to replace my old HVAC system.
Thankfully the repairman added some more Freon to buy me a couple of more weeks to cool the house down a little. This company is a complete scam, they will barter you for your money and then find every excuse and lie to not deliver on their contract obligations when time for a claim arises. I have already filed a complaint with the Attorney General of the State of Georgia and I encourage others who have experienced such malpractices from this company to do the same so we can build the case for a class action suit with a law firm that I am already consulting with on this issue.
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 -- I bought a warranty on a house I am selling as a selling point to any prospective buyers. I explained that to the sales representative I spoke to on the phone. He also convinced me to add my current home at a discounted rate. Two weeks after my policies became effective, the heat pump in the empty house stopped cooling. I had a friend check it for a capacitor problem which has been a recurrent problem with this unit. The capacitor was fine as well as the refrigerant. He suggested it could be an expansion valve.
I called Choice Home Warranty and they opened a claim, telling me who to call to set up an appointment. I made an appt for 2 days later since the heating and air company was booked until then. We had an appt for 10 am and he showed up after 4 pm, saying he had car trouble. He did call before 9 am to tell me he would be late but not that late. He was a young man who, unfortunately, didn't know how to connect up his own meters and immediately told me my unit was 'bone dry'. I explained just the day before it was fine. He then said there could be a leak.
He called CHW and wanted to add refrigerant (9 lbs). CHW told him no, he had to do a leak test instead. Obviously, with a full unit, he couldn't find a leak and CHW denied my claim saying it had to be a pre-existing condition for 9 lbs of refrigerant to leak out in 2 weeks. At my own expense, I hired another heating and air company for a 3rd opinion. He said the unit was full and it was probably an expansion valve. I wrote an official appeal to their decision with documents to back up everything I said.
They still denied my claim as being pre-existing, added their policy doesn't cover valves or filters, then said they also do not cover empty houses. At that point, I told her I specifically told the sales representative it was for an empty house that is for sale. They did cancel the policy but I have doubts they would have covered anything anyway. DO NOT USE THIS COMPANY!
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!!!
EDISON, NEW JERSEY -- Choice Home Warranty did not cover my ice-maker (which I paid extra for), ceiling fan or dishwasher. I could get them fixed if I wanted to pay an exorbitant price for materials to have them replaced. Effectively, I could have purchased the products and had them installed for the price that Choice was giving me to fix them. All of these appliances were covered by contract but they refused.
By the way, they will not put into writing (email) the reasons why they refused to fix the appliance as it would be too easy to take them to small claims court, they will only tell you over the phone. My fault for not checking with the BBB first as I would have seen everything I needed to decide not to pick Choice. They were fined more than $800,000.00 in 2015 in NJ alone! Unfortunately, the BBB story in my State is the same. Do not make the WRONG Choice, Choice Home Warranty.