Choice Home Warranty is a scam! They will not pay and will find loopholes not to pay. Here is what I wrote to the President of this so called company. Do your homework before using this company or any other home warranty company. The BBB has rated Choice Home Warranty with an F!

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.

Choice Home Warranty Sucks. They are one big scam operation. They never have any intention of paying your claim. Do not be fooled. Do not let them talk you into paying out of pocket so that they can reimburse you, You will not ever get your money. They lie about what they are told by the repair co. and they make it so that the cause of your problem is not a covered item on the contract. they do not return calls. they do not care about the customer. they know that if they put us off long enough we will eventually have the problem fixed ourselves. lets face it how many of us can go without heat or cooling or appliances for weeks at a time. no one can s o we call and call and call in hopes that we can make them see that we have valid points and valid claims but to no avail. They only take your money. they promise you the moon. they deliver nothing. DO NOT BE FOOLED. they have an F rating with the BBB. and the sad thing is there is nothing that we can do. I am in Mississippi. it 's not like i am going to fly there and confront them and they know this. they have everyone of us over a barrel and no one will take up our cause and help us to get the service that we paid for. my advise is to kiss your money good bye and switch companies and pray that one day they get what is coming to them.

I am a single mom with 4 children who purchased my home in Dec. 2009. I had an home inspection done and after shopping for a home warranty chose Choice (BIG MISTAKE). My air conditioning went out (it is 90 degrees in my home) and I called them, they sent someone out the first time, I paid my 60 dollar service fee the company said that there was nothing wrong with a/c unit just needed freon. Well the unit went back out 2 days later so I called Choice again and requested another company be sent out due to the first company saying that they would come back out and never showed up.
The second company came out I paid another 60 dollar service fee and he says there is a problem, the coil is leaking. He sends the information to Choice home warranty and I also call and for 2 days still we have no air, I ask to speak to with a manager because I kept getting the run around about sending someone out to fix the problem. This supervisor gets on the phone and tells me that I need to show proof that I had the unit serviced before the air stop working . I explain to him that I just bought the house and this is my first summer in it and he tells me that I still have to show proof. I ask what kind of proof and he says receipts showing that it has been serviced within a year. We go back and forth for about 10 minutes about this proof I need. I told him I had an home inspection done before I bought the house he says that's not proof, so I called the man who I bought the house from and he says he had it serviced in 2009 when he first purchased the house. He e-mailed his receipt and I e-mailed it to them. Still no response and no air. This company is a ripe off the supervisor says if the problem was pre-existing then they are not liable for fixing it. No where in their contract does it say, when I must have my unit serviced, or if I should have it serviced before I get a contract with them to make sure everything works correctly. Now me and my children are sitting in a hot house with no air and the company does not care. NEVER USE CHOICE HOME WARRANTY (BAD BUSINESS)

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 maintenence 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!!!

We have warranty with choice, under warranty tells it will fix plumbing, we called and told them our kitchen tile feels warm and we had a plumber checked and said we hve a leak under the tile (slab) they told us have leak detector check and send us report we do not pay for detection. We paid $200.00 for detection and faxed them the copy so they can send plumber to fix it. They refuse to do that and when we tried to talk to Manager or supervisor they refused to answer if they would not cover the leak under slab why they had us to pay for detection? They are not honoring their contract and not willing to pay us $200.00 Minus service contract. do not buy warranty from them they are fraud.