Choice Home Warranty

This is the worst Home Warranty company ever. Their once sub-contractors refuse to work with them anymore. It took 4 months for Choice to finally give me answer on my claim, which they denied, and refuse to email me reasons why. What a waste of time and money.

I am rejecting this response because:Choice Home Warranty apparently changes their story to fit their excuses for not making repairsChoice Home Warranty now states the issue with my furnace was pre-existing according to the technicianThat’s a lieChoice Home Warranty initially told me it was according to the technicianThat same day, I contacted the technician and he said he did not tell Choice Home Warranty that it was pre-existingHis invoice doesn’t state that eitherWhen I advised Choice Home Warranty of this, they changed their story and said it was according to their own professional expertsNow, they are telling the Revdex.com it was the technician who said it The issue is the motor is making a whining noise which is indicative of the motor eventually failingThe noise comes from the motor bearingsChoice Home Warranty cannot provide any evidence that the issue was pre-existingThey simply don’t want to pay the claim and they rely on their contract loopholes of “pre-existing condition” and “improper maintenance” to avoid paying big claimsAnd I cancelled my contract with Choice Home Warranty because they breached itI waited a month for Choice Home Warranty to resolve the situation and they made no attemptsI would like for Choice Home Warranty to honor their contract

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret your frustration with the outcome in regards to claim # [redacted] , for your heating system Upon diagnosis, the service provider stated that the blower motor on your unit has failed and needs to be replaced The technician pointed out that the size of the motor on installed on your system does not match your heating system Unfortunately, failures that are due to improper installation and also due to mismatched systems is not covered per CHW policy.Please see below section:FLIMITATIONS OF LIABILITYWe are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

I am rejecting this response because: it is unacceptabe to have go without not being able to cook in over an entire monthThis problem still has not been resolvedOne burner still has not been repaired, this in return creates an electrial hazzard if the switch is accidentally turned onThis entire unit should have been replaced from the beginning

I do apologize for any and all inconvenience that this has caused you I have been emailing you and your husband about this claim ;the claim has been deemed a non-covered claim it is due to the fact that the unit did not come into our policy in good working order The unit, according to the manufacturer warranty has a longer life span with proper maintenance and also since you have been with CHW for a short amount of time, our policy states that all known or unknown pre-existing conditions are an exclusion to the policy as well Please see FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.ACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or component.We do apologize and look forward to assisting you with future claimsI will continue to review the claim and see if there is anything further that I am able to do.Best regards,

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at [redacted] We regret your frustration with the outcome in regard to claim # [redacted] , for your Water Heater Upon diagnosis, the service provider stated that your unit was leaking from the tank Unfortunately, CHW policy doesn’t cover the main storage or holding tank The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards, CHW

I do apologize that the service provider that our company sent to you gave you misleading information As you mentioned he told you that the unit “had to be replaced” Our service providers do not have the authority to advise a customer of this Our process as explained to you upon your conversations with our staff, once a provider has been to your home they have to call in their diagnosis Once they speak to our in-house technicians we then make the determination if the unit can be fixed, if it is worth the repair, if it should be replaced or if something else caused this issue to happen; meaning the secondary damageThe technician’s diagnosis to us was that “your compressor failed due to the relay burning out This allowed the compressor to constantly run and causing the unit to fail.”Our policy clearly states that is a unit fails due to another component that is secondary damage that we do not cover Please see section FLIMITATIONS OF LIABILITY # , as stated in our prior response “ You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages ” CHW tries to make every customer happy; once you voiced your extreme disappointment try our best to assist you Since we do not cover the secondary damage, we were willing to offer you the money for the part of the relay including labor We also offered if you chose to have the unit fixed, we would cover that cost of the relay along with the labor fee Again, we would not be able to assist with the compressor due to the secondary damage.You stated that you had no choice but to replace your unit with a brand new unit after a few days Per our policy, if a customer disagrees with the outcome of the claim they can dispute the claim for a more favorable resolutionPlease see Section GMediation In the event of a dispute over claims or coverage You agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claimThe parties agree to mediate in good faith before resorting to mandatory arbitration in the State of New Jersey.Despite the fact that we did not receive a written letter from you, we were still trying to assist you with a resolution.Once again, we do apologize for the frustration this has caused you.Regards,CHW

Per your request CHW has waived the $cancellation fee and you will be credited $to the credit used for purchase.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret your frustration with the outcome in regards to claim # [redacted] , for you’re your Air Conditioning system Upon diagnosis, the service provider stated that damage to the system is due to lack of proper maintenance on the system The technician stated that the unit nozzles need cleaning and there’s a hole in the vent tubing Unfortunately, CHW policy does not cover failures due to lack of proper maintenance Please see section below:FLIMIATIONS OF LIABILITYWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret your frustration with the outcome in regards to claim # [redacted] , for your air conditioning system Upon diagnosis, the service provider stated that due to lack of maintenance, your unit has a clogged heat exchanger causing it to crack Unfortunately, failures that are caused to lack of maintenance are not covered in CHW policy We have requested maintenance records to prove proper maintenance was performed on unit; however we have not received these documents.Although this is not a covered claim, CHW offered you $as a good will gesture towards repairs Unfortunately, this offer is no longer available Please see below section:FLIMITATIONS OF LIABITYWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacementThe details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

We are very sorry that you would like to cancel your policy with CHW, we do value you as a customer but we are unable to provide coverage for a counter-top microwaveI will send you an email for you to receive a full refund for your policy that you have paid for this year.I do apologize for any and all troubles

I am rejecting this response because: It is fraud that you sent out a contractor who did nothing but take my moneyHe didn't even look at the unit and I informed you of that! Fraud is taking my money then never sending someone else back to the my homeI never told you I was contacting an attorney but now maybe I should seeing your company is under investigation for fraudYou didn't provide my services and still never sent back anyone to my homeI still have no fully working heating system in my homeI do want the $back because the person you sent literally took my money and leftHe didn't do anything! Why should he get money just for walking in the door and not even looking at my system? That makes no senseYour company is known for taking money and not providing servicesYou need to understand the definition of fraudMe contacting my credit card company to let them know that you are not providing the services that you promised is not fraudIt's the truth! I still do not know what is wrong with my heating systemYou canceled my account and now refuse to give me back any of my money and that is illegalThat is fraudI want all of my money back that was paid to you in full

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at [redacted] We regret your frustration with this situation Our records indicate that your policy effective date is 08/30/Roof coverage is an optional coverage that requires additional fees to be paidUpon review of your policy, you were not charged for the optional coverage and so roof coverage is not included in your policy coverage.If you would like to cancel your policy, please contact our cancelations department ###-###-####.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

I am rejecting this response because: The refrigerator was working okay before the technician showed up and made some fixesAnd, I already reached out to the technician in the past and per them I am not supposed to call them, Choice will call them only then they will be able to helpChoice only hired the technicianAnd, after finishing the job technician told me that he replaced / made all the required fixes, even though Choice didn't authorized him to do that workAt the end of this, if Choice hired and sent technician to fix something at my home and that technician break anything by mistake, then I Choice is liable for that problem or breakage, because Choice only made the decision to send that technician to my home

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php Our records indicate that you have two policies with CHW Upon review of your account it appears that we have processed and approved the following claims:Policy [redacted] -• 07/09/14, Claim# [redacted] , Air conditioning system, $315.00• 08/15/14, Claim# [redacted] , Air conditioning system, $800.00• 11/5/14, Claim# [redacted] , Washing machine, $274.00• 11/24/14, Claim# [redacted] , Garbage Disposal, $105.00Policy [redacted] - • 08/15/14, Claim# [redacted] , Garage door opener, $35.00• 09/04/14, Claim# [redacted] , Air conditioning, $65.41• 10/08/14, Claim# [redacted] , Air conditioning, $42.03• 10/17/14, Claim# [redacted] Air conditioning, $221.34• 10/28/14, Claim# [redacted] , Washing machine, $114.65We regret your frustration with this situation Per CHW policy, if cancellation is after the first days, a prorated refund is available minus amounts paid out on claims Please see section below:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThe details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Dear [redacted] :Choice Home Warranty is not required to provide any written documentation for any claims submitted weather approved or not approvedOur policy can be viewed online at www.choicehomewarranty.com/useagreement All claims can be viewed by our customers by placing their policy number along with their email address You can see the status of a claim by going to this site If you need records for yourself about the failure of the unit, please feel free to contact the Service Provider that came to your home to diagnosis the unitWe do apologize; since your policy has been cancelled we are not permitted to disclose any informationRegards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret your frustration with the outcome in regard to claim # [redacted] , for your Air Conditioning System Upon diagnosis, the Service Provider stated that formicary rust caused a Freon leak on the coil Unfortunately, the CHW policy does not cover failures that are a result of rust and corrosionThis is also a failure due to a lack of maintenance If the unit was properly maintained, the rust and corrosion could have been avoidedPlease see Section FLIMITATIONS OF LIABILITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditionsWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressureWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.Also please See Section DCOVERAGE:AIR CONDITIONING/COOLER:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - NoiseNo more than two systems covered unless purchased separately at time of enrollmentWe are not responsible for the costs associated with matching dimensions, brand or color madeWe will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Dear [redacted] :Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php I am in receipt of your request for a written documentation of why your claim was denied You stated that by NJ Law, title 11, Chapter 2, subchapter that this is required by law If Choice Home Warranty was an Insurance company, then yes this would be a requirement Please read our contract that states in Section ACOVERAGE#NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, Section LCANCELLATION that states the same.Choice Home Warranty does not provide a written form of an approval or denial, we use verbal communication and it is not within our policy to allow our customer service reps to send out emails as to the decisions also it is faster to advise our customers over the phone as to what the technician stated and what we are able and unable to do for them.We are very sorry that you are upset with the outcome of your claim and do look forward to assisting you in future claims.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused.Sincerely yours,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at [redacted] We regret your frustration with the outcome in regards to claim # [redacted] , for your electrical stove CHW thrives to get our customers the first available appointment, however service providers are at times over booked which causes a delay in scheduling.We apologize for the frustration you have encountered and have credited your account with a onetime free service fee on your account Our records indicate that the service provider assigned has you scheduled to make repairs on your unit on 10/02/ We have contacted the service provider and confirmed your appointment.If you would still like to cancel your account, please contact our cancelation department at ###-###-####.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret your frustration with the outcome in regards to claim # [redacted] , for your Refrigerator Upon diagnosis, the service provider stated that the relay on the unit failed The unit continued to run with a bad relay causing the compressor to fail Unfortunately, CHW policy does not cover failures that are secondary damage Please see below:FLIMIATIONS OF LIABILTYYou agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages.The relay repair is covered under CHW policy, and so CHW gave you the option of repair of the relay or reimbursement of the part and labor associated with the repair in the amount of $ You declined both offers.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW