Business Profile

Home Warranty Plans

Choice Home Warranty

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Complaints

This profile includes complaints for Choice Home Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

11,217 total complaints in the last 3 years.
2,656 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/10/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Choice Home Warranty put me on monthly contract without my approval and charged my credit card for $51.94. I told multiple times i do now wish to continue with service after my 3 years of contract was over. They cancelled my service after a heated phone call but refused to issue any refund. On top they told in my email there was an opt out link but this is not true none of the email had opt out link. There was no indication in any communication that they would charge my credit card after contract expiry. Policy no : REMOVED
Business Response
Date: 12/11/2025
REMOVED.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding auto renewal of service contract no. 599704693.
Our records indicate that CHW corresponded with the customer on November 8, November 15, and November 21, 2205, informing them of contract expiration and auto renewal in accordance with section G(2) of the User Agreement, "This agreement may be renewed at our option. In that event and unless you cancel this agreement, you will automatically be renewed to a monthly-plan rate and be notified of such prevailing rate and terms for renewal."
However, the customer did not record their preference to cancel at expiration resulting in the contract auto renewing at the renewal rate of $51.94.
Nonetheless, REMOVEDhas terminated coverage and has authorized a refund in the amount of $51.94 as resolution to this matter. The refund will be issued to their card ending in 9244 within 5-10 business days.
CHW requests this matter be closed.
Thank you,

REMOVED.
Consumer Advocate

Customer Answer
Date: 12/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Regards,

REMOVED
Initial Complaint
Date:12/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Choice home warranty installed a new furnance in our home in August of 2024. Today, December 9, 2025, the furnance quit working. When calling Choice to have them send a technician out right away because it's winter and cold and we have no heat, they proceeded to take all day to schedule a technician and then scheduled the technician for a week later. When I asked if they could find a different technician to come, they said no that was the soonest they could get someone.Choice home warranty does not care about theri customers. They only care about bringing in money.
Business Response
Date: 12/10/2025
REMOVED.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their heating system claim (no.: 312992092).

On December 9, 2025, the customer placed a claim stating the furnace was not working and would just shut off by itself while trying to turn it on. REMOVEDscheduled REMOVEDfor 12/16/25. Although the customer expressed his dissatisfaction with the scheduled appointment time. Please be advised that REMOVEDis not an emergency service. In addition, We have the sole right to select the Service Provider per Section B(6).

As an alternative, should the customer prefer to elect a technician of his choosing and utilize our reimbursement process, please have him email REMOVEDto have the claim placed in reimbursement and receive the reimbursement instructions.

CHW requests this matter be closed.

Thank you,
REMOVED.
Customer Answer
Date: 12/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. We have already had the issue taken care of so we were not without heat all night long. May I submit the receipt for reimbursement?
FYI, I asked for this option right away and was denied.

Regards,

REMOVED
Initial Complaint
Date:12/09/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Policy #: REMOVED| Claim #: REMOVEDLocation: REMOVEDhave an active home warranty with Choice that covers major systems, including the water heater. The written contract provided to me, and repeatedly sent to Choice in prior disputes, states a maximum liability of $3,000 per replacement/incident; it does not state that routine, code-required installation work will be carved out as non-covered. Choice and I previously agreed this is the operative and final contract after disputes about conflicting versions on their REMOVEDNovember 2025, my water heater failed and I filed Claim #REMOVED. Choice dispatched Urgent Drain NJ, which replaced the unit. Choice then informed me that, although the replacement was approved, I was required to pay $1,000 in non-covered costs, described as modifications and code-compliance expenses, including a permit fee. These charges were mandatory to complete a safe, legal installation, not elective upgrades.This handling conflicts with my contract and is unfair. The contract speaks to a $3,000 limit per replacement/incident, not to shifting a large portion of necessary replacement costs into a vague non-covered bucket. Choice markets water heater replacement as a covered benefit, then uses broad code and modification language to offload about $1,000 of essential work onto me, making the promised coverage largely illusory in practice.This is part of a broader pattern where I have had to send Choice my contract to challenge internal interpretations such as a $70 faucet limit or attempts to cap multi-component work at $3,000 total, which are not supported by the contract language I received.I am requesting:Reimbursement of the approximately $1,000 in non-covered water heater charges, including permit and code-compliance work.Written confirmation that Choice will honor the contract it provided to me and not rely on undisclosed terms or overly broad exclusions to avoid coverage.
Business Response
Date: 12/09/2025
REMOVED.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 311086576).

On November 21, 2025, the customer placed a claim stating the water heater was leaking. In addition, he turned off the pilot and water supply. REMOVEDscheduled Urgent Drain NJ for 11/24/25. Based on the diagnosis received, REMOVEDapproved the claim for a Supplied Water Heter. REMOVEDsupplied the water heater and covered the technicians labor. There were non-covered charges due to the technician in the amount of $1,000.00 for venting, modifications,permit and disposal.

Per Section C(11), Excluded: Vents and flues.

Per Section E(5), We are not responsible for upgrades,modifications, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to,differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments.

Per Section E(8), You may be charged an additional fee by the Service Provider to dispose of an old appliance, or system.

Per Section E(9), We are not responsible for the cost to obtain permits.

Venting $200.00
Copper pipes $125.00
Copper fittings $175.00
Disposal $175.00
Permit $125.00
Labor for modifications: $200.00

On 11/22/25, the customer accepted the charges and CHW placed an equipment order. Installation was also completed.

In regard to the customers request for a refund of the non-covered charges he paid to Urgent Drain NJ to effectuate installation of the water heater, we are unable to refund these costs per his request as these items are not covered in the Service Contract.

CHW requests this matter be closed.

Thank you,
REMOVED.
Customer Answer
Date: 12/09/2025

Complaint: 24250321

I am rejecting this response because:
These were not elective "modifications" or upgrades; they were mandatory components of a safe, lawful water heater installation and were required for the unit to operate in compliance with code and for the permit and inspection process.
The items that Choice is labeling as "modifications" (including venting changes, copper piping/fittings, disposal, permit fee, and related labor) were specifically identified by the licensed vendor as required to meet current safety and building code standards, not as enhancements or improvements beyond what was necessary to restore hot water service. Without this work, the water heater could not have been installed, inspected, or operated safely, which means these costs are integral to the covered replacement, not optional add-ons.
Recasting essential, code-mandated installation steps as "non-covered modifications" undermines the practical value of the water heater coverage that was sold and forces the homeowner to pay out of pocket for work that is inseparable from a safe, functional replacement.

Regards,

REMOVED
Business Response
Date: 12/10/2025
REMOVED.,

We apologize that the customer is still dissatisfied.However, the Service Contract does not cover any city or building code standards.Please refer to Section E(6) of the Service Contract, We are not responsible for service to meet current building or zoning code requirements or to correct for code violations including when replacement of systems is necessary.

In addition, the Service Contract does not cover venting,modifications, permit or disposal in accordance with Sections C(11) E(5) E(8) and E(9) of the Service Contract. We also included an itemized breakdown of the non-covered charges in our initial response. Furthermore, the customer accepted the charges which prompted an equipment order. Our technician also completed installation.There is no further action for CHW to take at this time.

CHW requests this matter be closed.

Thank you,
REMOVED.
Customer Answer
Date: 12/10/2025

Complaint: 24250321

I am rejecting this response because:
The operative contract for my policy (attached to prior CHW emails and sent to New Jersey regulators) expressly states that REMOVEDliability will not exceed REMOVEDper contract item for access, diagnosis and repair or replacement, with no lower sub-limits for water heater replacement. In the same contract, the Water Heater section (C.11) lists all components and parts, including tankless water heaters and circulating pumps as covered, with specific exclusions only for holding/storage tanks, vents/flues, thermal expansion tanks, fuel tanks, noise, energy management systems, and units over 75 gallons. The contract does not say that standard code-required work, installation, or permitting necessary to complete a safe, legal water heater replacement are carved out as non-covered charges to be shifted to the homeowner.
In my claim (Policy #REMOVED, Claim #REMOVED), CHW approved a water heater replacement but then required me to pay approximately REMOVEDin so-called non-covered charges for code compliance, permit, and related work that was necessary to make the replacement functional and compliant. These were not elective upgrades; they were integral to the covered replacement of the water heater itself. Treating essential replacement-related costs as entirely excluded is inconsistent with the promise to cover all components and parts of the water heater up to REMOVEDper contract item and effectively renders that contractual benefit illusory in practice.
CHWs BBB response relies on broad boilerplate in Sections C.11, E.5, E.6, E.8, and E.9 (for example, generic exclusions for upgrades, code work, and permits) to override the specific water-heater coverage and the REMOVEDper-item cap that I was provided and that REMOVEDhas repeatedly treated as the controlling agreement. In prior disputes, including faucet and system-cap issues, REMOVEDultimately honored this same contract and its REMOVEDper-item limit (including a REMOVEDcheck on a prior claim), after acknowledging discrepancies between my contract and the language shown in their portal. It is not reasonable for REMOVEDto accept this contract when it benefits them (for example, to impose a REMOVEDcap) but disregard it when it would require them to bear necessary replacement costs they marketed as covered.
Accordingly, I continue to request: (1) reimbursement of the approximately REMOVEDin non-covered charges tied to permit and code-required installation work for the water heater replacement; and (2) written confirmation that CHW will honor the attached contract as the final governing agreement, including the REMOVEDper-contract-item limit for repair or replacement, without using undisclosed or overly broad exclusions to avoid coverage for core components of a covered system.

Regards,

REMOVED
Business Response
Date: 12/10/2025
REMOVED.,

The customer accepted the non-covered charges which is what prompted an equipment order. The technician also installed the new water heater.Therefore, there is no refund due to the customer for the non-covered charges he paid as venting, modifications, permit or disposal are not covered per sections C(11) E(5) E(8) and E(9) of the Service Contract.

There is no further action that CHW can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, he needs to follow the procedure for Resolution of Disputes outlined in his contract.

CHW requests this matter be closed.

Thank you,
REMOVED.
Initial Complaint
Date:12/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company somehow got my information and is calling me all day and night and literally every 30 mins for the past week. It is harassement this point. I have asked them to stop and they continue.
Business Response
Date: 12/09/2025
REMOVED.,
We have sent an expedited request to our REMOVEDto place Ms. REMOVEDinformation on our do not call/do not email list.

If Ms. REMOVEDstyle="font-size: 0.875rem;">continues to receive solicitations, please forward the phone number and/or forward the email that they received to REMOVEDsubject line Continued Solicitation BBB Complaint ID REMOVED, so we may revisit the issue.
Thank you,

REMOVED.
Consumer Advocate
Customer Answer
Date: 12/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Regards,

REMOVED
Initial Complaint
Date:12/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, Such a disgraceful company. The company came out more than 13 times to fix my fridge and still did not fix it, last time it I was told that IF THE FRIDGE WAS NOT FIXED ON the next visit I can do replacement. Well it was not fixed on my last visit and now the company has no record of it, but I have it on a recorded call.I have recorded call from a supervisor that said that if it is not fixed the next time, now REMOVEDneeds to review this. Her name was OJ, (supposedly). NOw akeems said that what she says doesn't matter, even though it is RECORDED!REMOVEDis a scam and someone needs to take legal action. Ok so they are coming for the 15th time, to replace although it was said it would replaced the next time it was not fixed.REMOVEDsaid I misinfored but I have recorded call from REMOVEDa previous supervisor ; he said is doesnt matter. So basically the company can say whatever they wants even is you have a recorded.Will be seeking further action, have enough documented at this point.I want the fridge replaced and the 13 plus times they took the service fee from me REMOVEDmedia or anyone can contact me; REMOVED
Business Response
Date: 12/09/2025
REMOVED.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their refrigerator claim (no.: 303913294).

After further claim review, CHW offered the customer cash back in lieu of replacement in the amount of $818.00. Please refer to Section E(3) of the Service Contract, We have the sole right to determine whether a Covered Item will be repaired or Replaced (as defined in Section K). We reserve the right to offer cash or cash equivalent in lieu of repair or Replacement in the amount of Our actual cost (which at times may be less than retail) to repair or Replace any Covered Item. Cash or cash equivalent offered in lieu of repair or Replacement does not include the costs of shipping, tax, or installation. When cash or cash equivalent is issued to Replace a Covered Item,You may not make subsequent claims on such Covered Item for 12 months from the date of issue.

Notification was emailed to the customer today (12/9) with a link to begin the replacement process. Funds are issued in the form of a Lowes E-Gift Card and subject to 30 days processing.

CHW requests this matter be closed.

Thank you,
REMOVED.
Customer Answer
Date: 12/11/2025

Complaint: 24243643

I am rejecting this response because:
This has been a very unfortunate situation. The last I spoke to the warranty company they said that they have no effort to fix the fridge I am an elderly woman with health issues that is still without a fridge.

I have spoke to some legal council and I am asking. Does this have to be on a Lowes gift card or can it be sent via a check? We do not have lines of credit with Lowes and a fridge is gonna be a lot more than $818.

Regards,

REMOVED
Business Response
Date: 12/11/2025
REMOVED.,

Please be advised the customer has a 25.8 Cu. Ft.Freestanding REMOVEDFrench Door Refrigerator with Exterior Ice/Water Dispenser.Therefore, CHW would like to increase replacement to $2,099.99. Please see below for a comparable unit:

REMOVED

Should the customer choose to accept please have her email [email protected] are mailed in the form of a check and subject to 30 days processing.

CHW requests this matter be closed.

Thank you,
REMOVED.
Customer Answer
Date: 12/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Regards,

REMOVED
Initial Complaint
Date:12/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I want the home insurance warranty to cover on day 1 and do the necessary repair/replacement if necessary because it is covered already as they accept payment from the customer. A policy being payed will suffice the existing of the contract and not give any reason not to cover any problem on the day one of the contract because on my part i do not know the problem will happen and nobody want any inconvenience specially at this point in time when the weather is cold.
Business Response
Date: 12/08/2025
REMOVED.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the water heater claim (claim no. 311970061).
Our records indicate that the customer placed their claim for service on December 1, 2025, stating that the unit is making a sound and leaking. The customer also listed the last time working date as November 30, 2025.
CHW dispatched Plumbing Buddy REMOVEDto the customer's home to submit the diagnosis. Upon inspection, the technician reported that the unit is poor condition and leaking due to a buildup of rust and corrosion.
Based upon this information, CHW issued the claim determination stating, "...it has been determined that the water heater has a damaged tank that is leaking. Under normal wear and tear conditions this failure takes time to occur and cannot develop within commencement of the policy. Please refer to section A2 of your policy. Your policy has the following exclusion, all systems must be in proper working order on the effective date of this home warranty agreement. Known or unknown pre-existing conditions are not covered."
The customer placed an appeal prompting assignment of a Case Manager, and it was explained that the claim will remain non-covered due to pre-existing conditions as the failure caused by rust and corrosion would take time to develop and could not have developed within the coverage term which began on November 8, 2025.
Nonetheless, in goodwill, CHW is pleased to offer the customer reimbursement of the service fee in the amount of $100. Should they wish to accept as resolution to this matter, they may email REMOVED. All payments are subject to 30 days processing.
While we regret to hear of the customers frustrations, CHW has abided by the contract terms and conditions and requests this matter be closed.

Thank you,

REMOVED.
Consumer Advocate
Customer Answer
Date: 12/10/2025

Complaint: 24241581

I am rejecting this response because:

First of all, I acquire the property October 2024 and the lender was the one who covered my home warranty insurance which was FIDELITY HOME WARRANTY for a year but when it expired I went to check in the marketplace the CHOICE HOME WARRANTY was the No.1 that is why I decided to switch. The property is built 2008 but was not used for 5 yrs if CHOICE WARRANTY INSURANCE only inspect that my water heater is not acceptable because it is old then I would have known your policy very well, I do not know that by this time the water heater will have a problem and nobody predicts when all these will happen, an the inconvenience that we are suffering. Just like some other insurance if you had ask me to provide pictures of my water heater at first then I could have provide you that there was leaking at that time. I dont know when the leak had started because I have lots of stuff in my garage from my storage( you can ask the people who checked- some of the stuff is on our living room because there was no room to walk into- we move stuff so that they will have room to check my water heater). Only when the WHISTLING SOUND came when I decided to check because I was afraid that it will blow up. You should have stated and indicated that 10yrs or older you do not cover appliances if that is the case. Just having a car insurance policy on day one you are already covered because we do not know when will accidents happen.

Regards,

REMOVED
Business Response
Date: 12/10/2025
REMOVED.,

CHW is sorry to hear of the customers continued frustrations;however, REMOVEDdoes not perform home inspections.

Per the diagnostic report submitted to us, the failure was the result of rust and corrosion which resulted in the water heater leaking. Based upon this information, CHW determined that the issue is pre-existing as rust and corrosion takes time to develop and could not have developed within term coverage.

As a gesture of goodwill, REMOVEDoffered to reimburse the service fee,which the customer declined. There are no further offers.

Since the customer wishes to continue with their dispute, they may refer to the procedure for Resolution of Disputes as outlined in the contract.

CHW requests this matter be closed.
Thank you,

REMOVED.
Consumer Advocate
Customer Answer
Date: 12/11/2025

Complaint: 24241581

I am rejecting this response because:

I can ask a report with FIDELITY HOME INSURANCE that the heater does not a leak when they fix the dial and to prove to you that when they change it was in fair condition because if they do then it will be in the report. They fix the problem right away without any delay. It is unfair on my part because what I told you , I will not know if there was a little leak if not for the WHISTLING SOUND which I was afraid that it will blow up. Now, if REMOVEDwould not like to fix the leak I would like to ask you to fix the whistling sound and I can deal the small leak for now. My problem is the WHISTLING SOUND that is coming from the furnace. To add up and for you to know- the company you called to which they did not give any written report to us to know the problem OFFERED me new water heater with all the options. I would have stayed with FIDELITY HOME WARRANTY INSURANCE. Again, I DID NOT KNOW that there was a leak until I had a problem with the WHISTLING SOUND. Ill send the report from REMOVEDon my next message!

Regards,

REMOVED
Business Response
Date: 12/11/2025
REMOVED.,

CHW stands on the determination as outlined in prior responses. Rust and corrosion take time to develop and could not have developed within term coverage. Additionally, the customer placed their claim for service on the water heater, not the furnace.

Nonetheless, if the customer is experiencing an issue with furnace, then they must place a claim for service under heating system and a technician will be dispatched to diagnose the issue.
As a gesture of goodwill, CHW has offered to reimburse the service fee to resolve this matter, which the customer declined. There are no further offers.
Since the customer wishes to continue with their dispute, they may refer to the procedure for Resolution of Disputes.
This matter should be closed.
Thank you,

REMOVED.
Consumer Advocate
Initial Complaint
Date:12/06/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We signed up with Choice Home Warranty to cover numerous appliances in our home. We paid the full amount for 42 months, which was $1631.23. Two months ago, the ice maker on our refrigerator stopped working. The company sent out a tech. He changed the ice maker and assured us that in 24 hours the machine would begin to produce ice. We paid him $85.00.three days later, nothing happened. We got no follow-up from tech. or company. So we called the company. Another tech.was sent out because the first one couldn't make it back until another two weeks later. He assessed the machine and never returned our call until I canceled contact. Which was three weeks later. They are very unreliable in times when you need their services the most. I believe we should receive all our money back, because the first tech. did not do anything but purchase an ice maker that didn't work. The second one did not show up at all the second time. They want to charge us $50.00 for canceling the contract, What will anybody do in this situation when you are getting No WORK DONE? So we are asking for $1,631.23 NO LESS. UNSATISFIED
Business Response
Date: 12/08/2025
REMOVED.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the refrigerator claim (claim no. 306002254).
Our records indicate that the customer placed their claim for service on October 10, 2025, stating that the ice maker is not working properly. REMOVEDdispatched REMOVEDAppliance and Heating to the customer's home to submit the diagnosis. Upon inspection, REMOVEDauthorized replacement of the ice maker.
However, the service provider was removed from the work order due to scheduling issues resulting in the claim being reassigned to REMOVED Upon reinspection, CHW approved replacement of the ice maker.
Although, due to delays in service, the customer opted to terminate coverage prior to the repairs being completed, and they were refunded in accordance with section H(2) of the User Agreement, "If You cancel at any time after the first 30 days from the Order Date, We will pay You a pro rata refund of Your paid Agreement Fee for the unexpired term at the end of the month of which You cancelled less any Service Costs incurred by Us. In addition, You shall be responsible for an administrative fee of the lesser of $50 or 10% of the unearned pro rata purchase price of the Agreement."
Nonetheless, in REMOVED, CHW has authorized a full refund in the amount of $1,631.25 as resolution to this matter. The refund check will be mailed to the following mailing address within 30 days: REMOVED, REMOVED The customer may email REMOVEDshould they wish to provide an alternate mailing address.
CHW requests this matter be closed.
Thank you,

REMOVED.
Consumer Advocate
Customer Answer
Date: 12/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

Regards,

REMOVED
Initial Complaint
Date:12/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We selected choice based on reviews online. We submitted (2) service requests with adequate details for a technician to assess if they were certified / allowed to fix our problem. Both technicians collected money from us and told us they couldnt fix our problem. When we tried to call one technician we were put in touch with an overseas call center, not a local technician which was unusual. We requested refund for our $660 paid through escrow to put towards our problem since the home warranty was useless and were informed that our refund was $0. We were also denied a refund of $150 for our service requests.
Business Response
Date: 12/08/2025
REMOVED.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced; however, REMOVEDis unable to locate the contract holder based upon the information provided.
As such, CHW requests that the customer provides identifying information such as the contract or claim number(s) and a response will be issued accordingly.
Thank you,

REMOVED.
Consumer Advocate
Customer Answer
Date: 12/09/2025

Complaint: 24235304

I am rejecting this response because:

Claim determination #REMOVED
We had (2) total claims, both rejected for ridiculous reasons. I previously had a home warranty with 2-10 and had a significantly different experience. Upon further research, it also appears Choice has been sued multiple times for this very reason.

Regards,

REMOVED
Business Response
Date: 12/10/2025
REMOVED.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may have experienced regarding the air conditioning claim (claim no. 312184264).
Our records indicate that the customer placed their claim for service on December 2, 2025, stating, "SoCalGas will not turn on our pilot light because the unit is not properly sealed."
CHW dispatched True Comfort REMOVEDto the customer's home to submit the diagnosis. Upon inspection, the technician reported that the system was red tagged due to the furnace not being properly sealed. The technician also reported that the system is missing a sediment trap and requires routine maintenance service.
Based upon this information, CHW issued the claim determination stating, "...it has been determined that the furnace is unsealed which is allowing leakage. This is not normal wear and tear as the furnace cannot become unsealed through normal operation of the unit. Please refer to section A2 of your policy. Your policy has the following exclusion, which require systems become inoperative due to normal wear and tear. Your policy provides coverage for failures that are the result of normal wear and tear."
The customer was provided with the option of placing an appeal within seven (7) days of receipt of the determination letter; however, in lieu of doing such, they opted to terminate coverage. There was no refund due upon cancellation as the escrow payment/premium was not received by REMOVEDprior to cancellation. In the event that the check is received, the payment will be returned to the sender.
Additionally, service call fees are not reimbursable and are required for each claim placed in accordance with section B(4) of the User Agreement, "You will pay a Service Fee for each REMOVEDrequest You submit to Us."
No further action will be taken.
While we regret to hear of the customers frustrations, REMOVEDhas abided by the contract terms and conditions and requests this matter be closed.

Thank you,

REMOVED.
Consumer Advocate
Customer Answer
Date: 12/11/2025

Complaint: 24235304

I am rejecting this response because:

This is a perfect example of my complaint. This company avoids fixing problems with very nuanced criteria that are not clearly presented when the home warranty is purchased. Other similar priced home warranty programs just fix the problem, or dont bother charging the fee if the problem cant be fixed. In addition, this response clearly illustrates that the problem was clearly stated in the service request, and the technician came out and took the money anyways knowing they would not in fact fix the problem, therefore wasting everyones time and money.

Regards,

REMOVED
Initial Complaint
Date:12/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1. I had 2 plumbing problems to be fixed in one service call. I was charged the service fee for each problem. The person sent was NOT a licensed plumber--he was a "handyman". He did not fix one problem although he charged for it--his excuse: it was a maintenance issue. He offered to do the maintenance for $400 (I declined and subsequently called 3 licensed plumbers who quoted $110 to $200 for the service). The other problem was not fixed properly. 2. I expected licensed professionals to respond to claims--not a handyman who would deny coverage, keep the service call fee and then offer to do the maintenance work at twice the highest quotation I got from licensed professionals.3. An appointment was scheduled to "pair" a remote to the garage door opener but the technician never showed up.4. I tried to cancel my contract (which had expired over a year ago) but it can't be done online, nor through customer service. REMOVEDrepresentative told me that he would contact the "cancellation department" and I would receive a "call back". I have had waited all day for the call--nothing.5. My contract began in April, 2023 and ended 1 year later in April, 2024. It is now December, 2025 and I have signed a contract with a different home warranty company, but I CAN'T CANCEL WITH CHOICE HOME WARRANTY because of its ridiculous cancellation procedure. I do NOT owe CHW any money and I am not asking for a refund but I DO NOT expect to pay a cancellation fee as I have paid over $1400.00 and have had only 1 call with the handyman (2, if you use CHW's counting method or 3, if you count the "no show" garage door person) in the 31 months of the contract.6. I request immediate (12/04/2025) cancellation of the contract, cessation of charges to my credit card for the monthly fee ($46.50). No further fees or charges of any kind including, but not limited to, any administrative fee for cancellation.
Initial Complaint
Date:12/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have had issues with our water heater and have submitted multiple claims in order to address it. They sent a plumber who replaced our pressure relief valve. Did not fix it. He came again and said it could be our expansion tanks. Ultimately, our water heater is 10 years old and ended up corroding out the bottom and failing. Choice is refusing to replace our water heater as they believe the corrosion was related to the expansion tanks, even though the plumber told them that would not have fixed the issue.
Business Response
Date: 12/04/2025
REMOVED.,

Choice Home Warranty (CHW) apologizes for any frustrations the customer may be experiencing regarding their water heater claim (no.: 304741471).

On September 30, 2025, the customer placed a claim stating the pressure relief valve began to leak water again and CHW scheduled REMOVEDHeating and Cooling for 10/1/25. Based on the diagnosis received it was determined that the water heater thermal expansion tanks were failing and need to be replaced. Please refer to Section D(8) of the Service Contract, Excluded:Expansion tanks.

On 10/3/25, a claim determination letter was sent to the customer with the option to appeal. However, no appeal was made. As a result,the claim was closed.

CHW requests this matter be closed.

Thank you,
REMOVED.
Customer Answer
Date: 12/04/2025

Complaint: 24228187

I am rejecting this response because:

The claim I am referencing is claim 312049192. The technician said we need a new water heater due to the age of the heater and corrosion at the bottom. This was denied by Choice because they believe it was caused by a previous claim when their licensed technician said it was not. The technician said new expansion tanks would not have delayed this corrosion and he would replace the tanks (which we purchased separately from our warranty as that claim was denied) when he replaced the water heater. This corrosion type of failure is normal wear and tear for a 10 year old water heater.

REMOVED
Business Response
Date: 12/05/2025
REMOVED.,

Claim no.: REMOVEDwas placed on 12/1/25 wherein the customer stated the bottom of the water heater was leaking. REMOVEDscheduled REMOVEDHeating and Cooling for 12/2/25. Upon receipt of his is findings the tank was leaking at the bottom with the recommendation to replace, CHW requested proof of repairs for the previous claim which was denied based on an exclusion in the policy. Section D(8) of the Service Contract, Excluded:Expansion tanks.

Please also be advised the customer only has coverage for one water heater. Per Section (C), Coverage is for no more than 1 Covered Item unless additional fees are paid.

However, the customer stated she did not have proof of repairs. Therefore, REMOVEDadvised we are unable to move forward with the current claim as the previous failure to the water heater was not repaired.

CHW requests this matter be closed.

Thank you,
REMOVEDC
Customer Answer
Date: 12/05/2025

Complaint: 24228187

I am rejecting this response because:
Please provide the technician notes from claim REMOVEDand provide proof that a licensed technician said the corrosion had anything at all to do with the expansion tank. The licensed plumber said repairing the expansion tank would not have made a difference for this claim.

Regards,
REMOVED
Business Response
Date: 12/09/2025
REMOVED.,

We are unable to honor the customers request to provide our proprietary information. Should she wish to obtain a copy of the technicians diagnosis she may reach out to him directly for such. Please be advised REMOVEDHeating and Cooling reported the hot water tank was leaking badly from the bottom and recommended replacement. Therefore, as the previous water heater claim was denied based on a policy exclusion Thermal expansions tanks, we requested proof of repairs for claim no.: REMOVEDwherein the customer also reported the unit was leaking. As the customer was unable to provide proof of repairs for claim no.: REMOVED, we are unable to move forward with the current claim no.: 312049192.

There is no further action that CHW can take at this time. We have complied in full with the terms and conditions of our contract. The customer refuses to do the same. Since the customer wishes to escalate this dispute, she needs to follow the procedure for Resolution of Disputes outlined in her contract.

CHW requests this matter be closed.

Thank you,
REMOVED.

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