Choice Home Warranty

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1.1 out of 5, based on 8 ratings and
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Buyer Beware
Posted by on
Rating: 2/51
HOUSTON, TEXAS -- I have had Choice Home Warranty for 3 years now. I have been relatively happy until now. Previously, there had been a couple of bumps, but I had felt that they made good on it. Recently, however, I feel they dropped the ball and did so in a BIG, BIG way. It's a longish story, but necessary to understand.

I made my claim and was contacted right away with a service representative I had a hard time contacting the service rep--every time I called, I never got an answer or voice mail. Finally, the representative contacted me and we made an appointment. He then no-showed. Choice Home Warranty called the original "preferred provider" to find out what happened. The "preferred provider" then contacted me. He forgot about our appointment. He wanted to set up another appointment in a few days. I called Choice Home Warranty, the apologzied and gave me the name of new service representative Again, I could not get ahold of the representative The representative finally called me and told me that he would be at my house the next day in the 1-4 pm window. I told the representative I had another appointment, and I could not be there until 2 at the earliest and 2:30 would be more reasonable. The representative just told me that he would call and see if I was there, but my window was 1-4 tomorrow. He would not set up another day or time. He showed up at 3:30.

When the representative showed up, he had no tools. How are you going to fix an appliance (built in microwave) with NO tools? Before he even stepped foot into my kitchen, he offered to turn it in as non-fixable if I wanted. This is point one: What kind of service reps does Choice Home Warranty contract with? These are the people coming into your home! They are not reliable or trustworthy. The service representative was not happy when I stated I wanted it fixed. He then got a screwdriver and a drill. He removed the microwave and began to leave with it. When I questioned it (remember, he has already proved to be "iffy"), he then said, he would need to look at it at the warehouse. I objected. I didn't want wires hanging out of my cabinet for 1-2 weeks, especially with small children, and I didn't trust the guy. I didn't know if I would ever see the microwave again. The service representative threw a fit. Looked at the microwave, said he needed to order parts and would contact me in 5-8 business days to make the repairs.

3 business days later, I received a phone call from Choice Home Warranty saying the representative said that the repairs weren't worth the cost of the microwave. It was going to cost about $200 to repair and the microwave wasn't worth that. Choice Home Warranty offered me a buy-out of $205. While on the phone with Choice Home Warranty, I looked up the cost of my microwave--$969, $899 at Sears (the lowest price). I told them that $205 wasn't acceptable and why. The representative on the phone agreed and said he would pass me on to someone with more authority.

The someone "with more authority" said, basically: Too bad, so sad. That I didn't need to have a stainless steel, built-in microwave with features (what needed repair), I could buy a basic, counter-top microwave that wasn't stainless steel and had no features instead for $200-$300. That's what they are priced wholesale. I'm a consumer; I can't buy wholesale. I kept complaining, so he upped the price to $250 to cover my service fee.

Choice Home Warranty says (straight from their website): "CHW will replace your unit with a similar or like feature model, or even send you a check to buy a new item!" as their advertising pitch. The contract states: "We are responsible for installing replacement equipment of similar features, capacity, and efficiency." $205 is only 10% of what the SIMILAR or LIKE FEATURE or SIMILAR FEATURES, CAPACITY, and EFFICIENCY model would cost. The person "with more authority" claims they don't have to match features, just wattage. Not according to their contract. I don't expect a full replacement fee on a 6 year old microwave for a brand new one, but more than 10%. I would expect at minimum 50% and probably closer to 75%. I do have friends with different companies that get 90-100%! Here is point two: Choice Home Warranty does not honor their agreements. I've tried contacting Choice Home Warranty several times (phone, online form, email), but they won't work with me to solve the problem.

And it was a darn good thing I did not let the guy take my microwave because then I'd really be out of luck.
     
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Scam - No to Choice Home Warranty
Posted by on
EDISON, NEW JERSEY -- CHW is a very bad company, I filed a compliant which is in the covered item. The appointment is Fri 9-11 am and technician finally came at 4:30pm after I keep calling him. Then he said the claim department is closed and he needs to collect the service call payment and come back next Monday after got the authorization code or pay him $200 to do the job. He also mentioned I should go with a good warranty company like "Old Republic". I suspected he will never come back at that time. I check again on Monday morning and he said he is talking with CHW, then CHW denied in the after noon. This technician said I can pay him $200 to do the job since CHW is not paying. I was so angry and call CHW to cancel my policy and the representative said I need to mail a written letter to their address. I felt the whole thing is a scam because the following reasons:

1. When I called to file a claim, the phone representative tried to deny the claim first. I insist the problem and finally they assign a technician.

2. Not sure if the technician is a scam as well. The appointment is 9-11am and he came at 4:30pm to come to collect easy money of service call fee without doing anything and say different things to me and CHW. Want to ask me to pay $200 and said CHW is not good and should go with other company. Interesting, he is assigned from CHW.

3. Finally CHW just said they are not going to cover no matter what I say the problem is.

4. I was mad to call to cancel and the phone representative asked me to send a written letter to the address. No online, email or fax. So I mailed a cancellation letter.

5. I finally got a response to fax a cancellation form after I specify I am going to cancel on the claim case.

If they only collect the premium and try every possible way to deny the claims. I really don't know why we need this kind of home warranty insurance. Also I think we shouldn't pay the service fee if the technician didn't do anything, otherwise it becomes an easy money for them to collect. They just came to collect the money and always said come back later and never come back.
     
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Choice Home Warranty--Buyer BEWARE!! Scam!!
Posted by on
EDISON, NEW JERSEY -- Our complaint is a repeat…repeat…repeat of all the complaints listed here. Legit contract, paid for months, first claim ever…needs repair…requested records…provided it to them…even phone numbers of our maintenance company so they could ask any questions they want…stories changing all the time…lies told…information made up…degrading comments made by Michael Scott…accused us as well as our maintenance contractor of fraud, based on nothing but lies he made up…threatened us legally…same, same, same, ditto, ditto, ditto.

In reading all other comments I found one from the president of CHW himself. Here is what it says:

Please be aware that CHW is a legitimate business. All home warranty companies deny claims on items that are not covered under the warranty agreement. Please read the contract for specific coverage, limitations, & exclusions. My name is James Moss and I am the President of CHW. If anyone ever has a problem with our service I would love to know about it. At CHW we pride ourselves on providing outstanding service, and when problems arise we pride ourselves in working efficiently to rectify the problem. Please e-mail me at JMoss[at]ChoiceHomeWarranty.com with your concerns. Thank you, James Moss President visit my blog @ blog. choicehomewarranty.com

Soooo…before posting this comment I certainly went to that blog site to attempt to deal directly with Mr. Moss. No shock to find that all comment sections are disabled. Went to the Facebook page…no commenting available there either!! So surprised. Tried the email address…rejected…shocker. We have sent everything by fax. We will be pursuing delivering all of this by certified delivery in person to Mr. Moss and his company as well. Based on all of this we will pursue through the BBB as well.

I only post here to say to anyone who is listening, googling, wondering, considering CHOICE HOME WARRANTY…DON’T DO IT, DON’T DO IT, DON’T DO IT!!! SAVE YOURSELF THE HASSLE, WASTED MONEY AND HEADACHE ON THROWING YOUR MONEY AT ILLEGITIMATE SCAMMERS!!!
     
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Dallas, TX on 2012-12-12:
Choice Home Warranty is the true definition of "Bait and Switch"! Since I don't have my receipt from a tech who came out to service my a/c in 2011 and prove this was done through CHW, they are denying ANY future claims for my heat or A/C unit due to "shotty" work done by their vendor at that time which has caused my outside condensor to now not have power. (See Paragraph 19). Unfortunately, this vendor is out of business and no way to get a copy of the work order. Conveniently, CHW doesn't show this claim whatsoever in their database. How convenient for them.
ken on 2013-05-30:
my experience as a contractor in the home,
their claim being denied due to a complete idiot
mike in claims who said he was the manager.
denied because they cannot read and understand their own policy. For a heating system when it reads any, all components in the machine that cause the heat to function means all all means all, and this idiot mike goes to the next page and points out valves, which is in the context of boilers, geothermal, pipe systems, and excludes valves
but I was working on forced air which the valve on the forced air which is a different context
makes heat for the furnace and to tell the customer that that is not covered is insane
I wonder if james moss is aware of this and idiots like this really damage the company
Rita Wynn on 2013-11-28:
Call CHW because my garbage disposal has a crack in it. So they had a tech to call me for appointment, which we set up for Monday at noon, no show. AT 3:35 he calls to see if it's too late. I had to be at work at 4 pm. So he ask me to leave a check for the $45.00 in mail box so he could buy the disposal. Tuesday he sends someone else to put in the disposal, which he didn't have it with him. So he leaves and said he would be back soon. No SHOW. So I called CHW and they tell me the tech found a olive fork in disposal and that's what cracked the disposal. There was no fork in disposal. He didn't check anything except the crack. So I called the tech, he said he didn't tell CHW that. So I have spent big bucks for nothing.
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Will Not Pay for Repairs
Posted by on
Rating: 1/51
Do not waste your time and money on Choice Home Warranty Company. I unfortunately made the mistake of not doing my research and now it has caught up to me. I should have known when they called me on my cell phone that there deal was too good to be true. They told me that for only $500 they would cover a convincing amount of thing from my A/C unit, washer and dryer, plumbing even my pool equipment. Little did I know they had a disclaimer to not pay for just about everything especially if the cost would be more than $500. From a business point I get the concept because enable for them to make any money off of the warranty they provide they have to make sure they don’t pay more then what they suckered their customers in to paying. So here is my situation that I have had the pleasure of dealing with this company. So I live in Florida so of course the A/C goes out on a nice hot day. So I made my claim online because calling them will take up plenty of your time.

The repair man came and looked at it with in two days which hey not bad. After paying my $45 call fee. The repair man found was that the evaporator was leaking and unrepairable. Of course Choice didn’t believe him so they told me I had to pay the repair man a $79 leak detection fee because they don’t cover that lol. So the repair man was able to isolate the leak and it was leaking from the fins. After a couple of hours on the phone between the repair man and me we were told that they would contact me because a supervisor had to review the claim before it could be repaired. So I received a call the next day telling me that they wouldn’t cover the evaporator because it had rust on it and wasn’t normal wear and tear. The evaporator is 30 years old what is it supposed to look like. Plus where it was leaking had no rust and I was actually impressed how it looked for being so old. So now I have a complaint with many others on Better Business Bureau. As of right now they have a C- rating with BBB.

This company should not exist. Do you research because there are a bunch of warranty companies that do cover rust and corrosion. Now I am paying $700 to have my evaporator replaced.
     
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Word To The Wise, I Admonish You Do Not Purchase A Home Warranty From Choice
Posted by on
I have owned my home for 11 years and have always carried a home warranty. Prior to purchasing Choice's warranty, I had AHS. Essentially, I found the customer service was none existent, the 24 hr contact claim is untrue, moreover the contractors that I dealt with were substandard and unprofessional. I had one service call just two months prior to the expiration of my contract, which was a total nightmare. Choice failed to cover the loss and failed to respond to my complaints in a satisfactory manner. I was told that leaks and faucets are not covered. Additionally, the technician was unable to diagnose the problem with my water heater. Unfortunately the problem continues and I left to cover the repair out of pocket.

Typically, I do not write reviews, but I was compelled to do so because of the enormity of the breach by Choice to operate in good faith. Worse product and service in my opinion. I urge you not to engage any of the sales people, who by the way are relentless to get your business in an annoying fashion. Two months prior to expiration of my contract I have been harassed by Choice sales folks. Purchasing a Choice home warranty is positively throwing good money after bad...

Dissatisfied and Disappointed Customer.
     
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Rita Wynn on 2013-11-28:
Please people think twice before you buy insurance from CHW. THEY ARE LIARS!
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Choice Home Warranty Is Rip
Posted by on
EDISON, NEW JERSEY -- Hello everyone,

THIS IS MY REAL EXPERIENCE. READ BEFORE YOU TAKE SERVICE. I DON'T OTHER TO SUFFER LIKE ME.

I just want share my experience with Choice home Warranty recently. Please find my list of issues with them just in few days.

- At the time of enrollment they try to over charged and made multiple transactions, got a call from credit card company and I requested them to decline the transactions. What if you don't get call, you need to go the hassle process

- Absolutely I didn't get any information about policy for 20 days, after I made repeated calls then they sent policy number via email and then 2 days after info arrive in mail too. This is an example of how poor their service is.

- At the time of enrollment representative promised me that effective date can be current if I show an active policy, I faxed the information but this did not happen. I made 15 calls about this and no use.

With the above all issues I sent the cancellation request in writing and then representative started bargaining to keep me like what about if I only charge half year price for full year an first service call fee. I strongly said please simply cancel. I waited for two weeks for refund. I didn't get the refund. I called today and they finally refunding but they are charging $50 (administrative fee) + $39 ( 1 month fee). Even though I cancelled service in my first 30 days, they had charged all these. Initially they told me that risk free 30 days.

Based on my personal experience I would recommend you stay out of this company. If the customer service is like this even if something happens you can assume what will happen.

***********STAY AWAY FROM CHOICE HOME WARRANTY*************
     
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Whiteduck on 2011-03-08:
Good post. Thanks.
zmark on 2011-03-11:
Please be advised. I signed up for two home warranties for my rental properties with the intent to try them and possibly expand their use. They are terrible. They do not replace broken appliances, they don't offer a reasonable replacement cost and they have terrible customer service. I am speaking of ChoiceHomeWarranty. I have been trying to cancel my policies and they continue to give me the run around.
Do yourself a huge favor...READ the contract first!!!
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Bad Business and Bad Service
Posted by on
EDISON, NEW JERSEY -- Choice Home Warranty practices Bad Business. Numerous complaints on this company as well as an F rating from the BBB. Do your research before using this company. Below is my letter to the president (James Moss) of Choice Home Warranty:

Mr.. Moss,

This is in regards to our claim #49167121. We had signed up with your company last year for piece of mind that when our appliances/hot water heater/furnace/AC ever went out or needed to be replaced, we were covered in cases such as these. We were thrilled to know that we had protection for a monthly fee in instances where if something went wrong, it would be fixed or replaced.

Well, come to find out were my wife and I ever wrong...Our A/C unit went out this past Tuesday evening. We contacted your company, your company sent a contractor out (Sunshine Heating and Cooling). The contractor told us we needed a new A/C unit. Your company has now refused to pay the claim because you need our last 3 years of service invoices. Huh really? Well let me check the Home Service Agreement regarding where it specifies this. Hmmm...I don't see it. Let me read it again. Hmmm...Not there. So, calls to Customer Service....Oh and I use the term 'Customer Service' very loosely when dealing with your company. Let me just say as I have been in Customer Service for over 20 years in various positions including management, that if I had hired any of the people you have working in your Customer Service department at my company, I would have received a pink slip and a grade of 'F' for talent evaluation. Speaking of 'F', I noticed last night that is your grade from the Better Business Bureau...Shocking! But more on that later...So, I call Customer Service yesterday to explain to one of your CSRs, who actually sounded like he was about 15, but I digress...To let him know (Shaun) that we have a friend who comes out and does that on the side for us and we pay him cash. I won't bore you with the details of my conversation because from what I can see doing a search of complaints by other consumers towards your company, looks like you have your hands full...

So, I call once again to speak to a manager (Jim). Told by one of your Customer Service Reps that they will have a manager call me back. Call me back? What? Why? When? Your CSR tells me in about 4 hours...4 HOURS!!!!...Seriously??? Oh wait, now I know why it took such a long time (oh and by the way, I had to call back because I never got the return call from a manager) because they have so many other complaints they have to deal with. So, finally get a hold of a manager (Jim) explain the situation about the refusal of the claim, why do you need the last 3 years of Service invoices, explained we have a friend of ours do it on the side, nowhere in the Home Service Agreement does it state this, etc. etc. Then he interrupts me that he is trying to explain the agreement and rattles off all of these section numbers in the contract where it states this...OK, I went through this agreement twice, don't see this...So, I raise my voice because quite frankly, the runaround is ridiculous. He then says to stop raising my voice and well, I raised it again and then he hung up on me! Yet another shocker! Let me tell you why I raised my voice...It has been between 98-100 degrees here for the past several days! So, let's see...NO AC + hot temperatures + poor service + lack of empathy = TICKED OFF!!!

OK, this gets better...So we speak to Randy at Sunshine Heating and Cooling. He says that when he spoke to someone at your company, Randy had told them twice that our AC unit was well maintained and simply put, just died....This is where the whole piece of mind thing comes in, but obviously not with Choice Home Warranty.

So, Mr.. Moss, let me ask you some questions:

Do you not trust the contractors you hire? In other words, if they tell you something has been well maintained why do you need 3 years of service records? Form the looks of the complaints I saw, doesn't look like your contractors don't trust you very much either
So what about all the other consumers who have people fix stuff for them on the side or actually do it themselves? Do you deny them as well? Especially ones who self-maintain their stuff. Can they send in a hand-written piece of paper that says the did it? Does that suffice? According to your manager (Jim), it must be serviced by a bonded and insured contractor. Really? Where does it say that in the Home Service Agreement? Yeah, Jim your manager's response..."Well it doesn't..." Yet another shocker...
So here is a scenario...My fridge is on the fritz...Call CHW...Service Contractor comes out says need a new fridge....Call CHW, are they going to tell me to provide 3 years of service invoices? Really? What about a stove? Hot water heater? Washer? Dryer? Mr.. Moss, do you have your fridge serviced every year? How about your stove? Dishwasher? Washer? Dryer?

Back to that whole 'F' grade from the BBB...Yes, we have filed a complaint with the Better Business Bureau.

So, here is what my expectations are...I want a phone call from you to discuss remuneration. And when I say phone call, I don't mean me having to call you, you need to call me! I am not in the mood for any East Coast BS...Born and raised in New Jersey myself, so let me just say I am up to the challenge. My number is 314.479.2304.

If I do not hear from you by end of business Monday August 9th, I will be contacting my attorney.

     
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Alain on 2010-08-10:
We prefer to keep a savings account at our local bank that is specifically for home emergencies that might not be covered by our insurance. I don't trust home warranty companies as it seems they spend a good amount of their time (and their customers time) denying claims. It also gives us direct control over who we hire to do repairs. Our peace of mind comes from being prepared to do it ourselves. It's worked in our household for 17 years now.
Venice09 on 2010-08-10:
That's good advice, Alain. There used to be a time when insurance and warranties were a good idea, but now they are just a false sense of security. I really think businesses are suffering from this bad economy and it's causing them to find ways not to pay out. At least that's my theory. I really think you have the right idea, especially the part about being in direct control of who you hire.
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Choice Home Warranty, Denials, and Terrible Service
Posted by on
EDISON, NEW JERSEY -- I put 4 houses under contract with Choice Home warranty, and I am completely dissatisfied with Choice Home warranty.

Some of the specific questions I asked the Choice sales representative were about old plumbing, and old appliances, and was was told that neither would be a problem. this is a lie I was denied a plumbing claim because of old lines.

Choice has no repairmen under contract in Morgan City, so I have had to use their reimbursement system, which you need special authorization for repairs over $100.00, (including the service call fee). They have only one contact no. to handle all problems. The wait is usually ten min. to talk to a service rep, and if they have to transfer you, it will be another 10 min. Also they will not transfer you to a supervisor. Repairmen also have to go through this process, to get authorization for any amount over $100.00.

Most recently I have been denied for a washer that is out of warranty, It took me a about 2 weeks to get a repairman to come out, because the 1st repairman I called said they would look into the matter, and call me back, but never did. When I had a 2nd repairman finally come out, they diagnosed the problem, and gave me an estimate of $680.00 Choice home warranty would not authorize the repair, and the Choice service tech told me they would replace the washer. When I called Choice back to find out about replacing the washer, I was told that the claim was under review, and Choice had contacted a repairman to give a 2nd opinion, that repairman was the 1st I had contacted, who never returned my call. After another week that repairman contacted me, and told me he could not work on my brand of washer.

I immediately called Choice, and was informed that the claim was under review again, because someone had determined that he problem had to be a manufacturers defect, (how this was determined I have no idea). I was so mad, I told the Choice representative We should end this call before I start cussing, and I wanted someone in authority to call me back.

After 15 mins. I was calmed down, and called Choice back. This time I was informed that the claim was already denied, because of the manufacturers defect determination
I have still not talked to a supervisor or figured out who determined the problem was a manufacturers defect.

My experience is that Choice Home Warranty Lied to me at purchase of warranty, and went out of their way to deny 3 of my legitimate claims, (2 are documented here). Also their contact, and claim handling system is terrible. I have not found any way to contact supervisors, review my claims, or dispute denials.

Another problem I had was for a $90.00 reimbursement claim that I sent to the address on claim form as certified mail. The letter was returned to me because no one would sign for it, (according to post office clerk information). I sent the letter again 1st class mail, and finally received my reimbursement about 2 months later. Why won't this company accept certified mail, and why should it take so long to get reimbursement money.

Account # 419209
Claim number: 49060942
     
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Major Rip Off - Save Your $$$
Posted by on
GREENWOOD, ARKANSAS -- This company is not really in the business of honoring their contracts. I had purchased a warranty in Sept. 2009, hoping to offer peace of mind to a prospective buyer of our home which we were going to put on the market to sell. Don't ask me what website I had read positive reviews on before purchasing this warranty, because I can't find it now. I have wondered if it might have been made up by the company itself.

We had a buyer for our home and an inspector saw flames coming out of our unit which he thought were too wide and recommended we have the heater checked, thinking it needed an adjustment. We called a repairman the next day rather than use the Home Warranty thinking he would just need to make a minor adjustment. He found we had a bad heat exchanger and said carbon monoxide was coming into our home. I called Choice Home Warranty and they sent out another company the next day. Once again, we were told we had a bad heat exchanger. He called and reported it to CHW. They said they would let us know what they decided to do. I called the next day and they said my claim was denied due us failing to maintain the unit (sound familiar from earlier posts?) and rust and corrosion that the repairman had reported. I asked how there could be rust on our unit when it was inside my house in an enclosed closet?

Long and short, they refused to honor their warranty. We had a new unit installed as we had cold weather coming and the house was being sold. My husband called and finally was able to talk to a manager and my husband told the mngr. we had spoken with both repairmen and both had stated our unit had normal wear and tear and there was not excessive rust, and that we had pictures to prove it. The manager said that how were they to know we did not pay the repairmen $20 to say that and how were they to know it was OUR unit. We could have pictures of another unit. Are these people for real?

We have filed a complaint with the New Jersey BBB and after the moving and holidays, I emailed them and they had closed our case assuming it had been resolved. I emailed back that there had been NO communication and we are not happy with how any of our claim has been handled. I asked them to reopen our case, and am awaiting their response. In the meantime, I am going to call the New Jersey Attorney General, and send them my pictures and the statements from the repairman. Not only did we pay for a Warranty, but we paid for two repair visits and a new heater unit which costs $1962.
I would avoid doing business with this company at all costs. I bought my warranty in good faith and feel they have not been fair in handling our claim.

Stay AWAY!!!
     
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Does Not Honor Contract
Posted by on
NEW YORK, NEW YORK -- Simply put, this company will not honor your contract. The company looks for reasons to deny your claim, and will not honor your contract even if the contractor says that the failure is due to normal wear and tear (which is specifically covered under the contract).

One of my claims was denied, not because the part wasn't covered, but because "something didn't seem right in the diagnosis."

Another claim was denied even though they told both me and repair technician that the repair was covered under the warranty, prior to him doing the work. The told me to complete the repairs and submit a receipt for reimbursement. I waited 30 days, and called to find out the status. I was told that the repair was not reimbursed because the part was not covered.

Another claim was denied because the "part wasn't covered". I purchased optional coverage to cover the part at an additional charge. I questioned the denial, and I have yet to receive a response from management.

Another claim was denied because there were some slight mineral deposits on the fixture. It did not matter that the technician told the representative that it was not the cause of failure nor was it part of failure. When I spoke with the company representative, he accused the technician of lying in his diagnosis of "normal wear and tear". (He made this statement about a company that they tried to assign to the job).

To make matters worse, I had to pay out of pocket for all of these expenses, with promises of reimbursement from them.

Bottom Line - THIS COMPANY WILL NOT HONOR YOUR CLAIMS and THEY WILL NOT REIMBURSE YOU EVEN IF THEY SAY THEY WILL.

Please heed my warning!!! I am consulting with an attorney to determine recourse. I have a recorded conversation with Ron from this last round where he asserted that the contractor was lying. Does anyone know how to start up a class action lawsuit?
     
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Shari on 2011-06-29:
If you come up with information regarding a class action suit against this company, PLEASE post. I would LOVE to get in on that. All the reviews I have read all over the net are exactly what I have experienced after filing a claim after paying them for over 2 years with no other claims ever submitted. I will be checking this site often to see progress.
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