Choice Home Warranty

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 water heater placed on 07/28/14.  Upon diagnosis the service provider stated that the unit’s storage tank was leaking.  Unfortunately, Per CHW policy, the tank is excluded from the water heater coverage. Please see section below:6. WATER HEATER (Gas and/or Electric)EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.Although this claim was not covered under the policy, as a good will gesture $125.00 were authorized to the technician to help with repairs on this claim.We regret your frustration with the outcome in regards to claim 52742564, for your heating system on 11/23/14.  Upon diagnosis, the service provider stated that the reason your unit failed was due to a pervious improper repair.  We received your invoice and contacted the service provider.  The technician stated that there were at least three safety devices that were bypassed.  The safety devices were not wired and panels were off on the system.  Unfortunately, per CHW policy, failures that are due to pervious improper repairs are not covered.Please see section below:11. We 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 normal 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 .   Upon review of your policy, we show that we were able to assist for the following claims; Claim # [redacted] on 01/08/15  for your Plumbing System  Claim # [redacted] on 01/07/15 for your Garbage Disposal We regret the frustration for your Air Conditioning claim [redacted] that you placed on 03/16/15.  Upon the diagnosis of the technician, he advised us that the unit had a bad compressor.  He stated that the unit has a rotor locked compressor and it is shutting the breaker off.  He advised us that this unit was not in good condition for its age.  Upon the pictures that our in-house technician received it shows that the unit was not properly maintained.  Per our policy, we expect that all units come into the policy in good working order.  Also, that all units be maintained by manufactures specifications.  Please see section A. COVERAGE 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes F. LIMITATIONS OF LIABILITY 1. The 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. 8. We 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 pressure. 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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 normal CHW customer experience.  We do appreciate your feedback as it will help us improve our company to benefit our customers. 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 your unit had a line restriction and leaking Freon.  Unfortunately, line restrictions and Freon leaks are not covered under the policy.  The technician notated that you refused tohaved repairs done.  CHW will need proof that the unit has been repaired and is back to working order before we can continue coverage on the unit.  If you believe that the technician assigned has damaged your unit, please contact the service provider directly. Per CHW policy, CHW is not responsible for damages caused by technicians’ negligence.  Please see section: 3. KITCHEN REFRIGERATORNOTE: Must be located in the kitchen.EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.F. LIMITATIONS OF LIBITY19. You 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 performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. You agree that, in no event, will Our liability exceed $1500 per contract item for access, diagnosis and repair or replacement.The details of your situation are not representative of the normal 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 [redacted]  We regret your frustration with the outcome in regards to claim #[redacted], for your Oven.  Upon diagnosis the technician stated that your unit needs a new pad and control panel.  The technician notated that the control panel is no longer available.  Per CHW policy, if a part needed for repairs is no longer available, CHW will send out a check in the amount of cost of part and labor towards that repair.  CHW offered $350, the cost of part and repair, to be reimbursed to you however you declined this offered.  To better satisfy you, a good will offered of $700 was made to help you with the replacement of the unit.  However, you didn’t accept.Please see below:9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, 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. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time.  For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.The details of your situation are not representative of the normal 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 apologize for the frustration you encountered with this claim.  Per CHW policy, CHW is not responsible for negligence caused by service providers.  CHW also not responsible for a delay is parts.  CHW authorized the claim for repair per CHW contract.  However, CHW sent you a check in the amount of $100.00, the cost of repair, as you decided to replace your system.The details of your situation are not representative of the normal 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:Choice Home Warranty apparently changes their story to fit their excuses for not making repairs. Choice Home Warranty now states the issue with my furnace was pre-existing according to the technician. That’s a lie. Choice Home Warranty initially told me it was according to the technician. That same day, I contacted the technician and he said he did not tell Choice Home Warranty that it was pre-existing. His invoice doesn’t state that either. When I advised Choice Home Warranty of this, they changed their story and said it was according to their own professional experts. Now, 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 failing. The noise comes from the motor bearings. Choice Home Warranty cannot provide any evidence that the issue was pre-existing. They 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 claims. And I cancelled my contract with Choice Home Warranty because they breached it. I waited a month for Choice Home Warranty to resolve the situation and they made no attempts. I would like for Choice Home Warranty to honor their contract.

Per your request CHW has waived the $50 cancellation fee and you will be credited $50.00 to the credit used for purchase.The details of your situation are not representative of the normal 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 [redacted]  We regret your frustration with the outcome in regards to this situation.  Our records indicate that a credit for $383.36 was accepted by your credit card company for your card ending in[redacted].  Although your account might have been canceled with the bank, they have accepted the credit on 11/11/14 and should be issuing you the refunded amount.  Please contact the bank that has issued you the card ending in[redacted].The details of your situation are not representative of the normal 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because: choice home warranty knew when they requested on their own a third opinion that they weren't going to pay for repairs at this point I want to get back all the money I paid them and cancel service...the unit was maintained and it's old how long do they expect it to function. Then each customer service representative that called and presented theirselves as a supervisor got nasty with me...I want my money back for two years of non service. They are a joke 
Regards,
[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 .  We regret your frustration with the outcome in regards to your Oven and Dryer claims. Our records show that both claims were covered by CHW.  The dryer claim, [redacted], was authorized for $250.00, on 2/9/15.  The Oven claim, [redacted], was authorized for $189.50.  We have confirmed with the service provider that parts have been ordered and he is waiting to receive parts to complete repairs.  He will contact you to set up an appointment as soon as parts are in.  We apologize for the inconvenience of waiting for the parts but per CHW policy, CHW is not responsible for delay caused by waiting for parts.  Please see below:F. LIMITATIONS OF LIABILITY7. We are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposal. We are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.We apologize for your inconvenience and would hate to see you cancel your policy.  If you would still like to cancel your policy please contact our cancellation department at 888-531-543The details of your situation are not representative of the normal 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 apologize for the frustration you have encountered.  The cancellation terms are per CHW policy are stated in the contract.  Per the contract, after 30 days customers are entitled to a prorated refund minus any costs for claims.If you would like to cancel your policy,  Please contact our cancellation department at ###-###-####.The details of your situation are not representative of the normal 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

Complaint: [redacted]
I am rejecting this response because:My complaint has not been resolved. According to Choice they will not repair. Claiming a secondary event when their repair company replaced the oven element. The repair company claims they did not cause the secondary event when they serviced the range. I was left with a non functioning oven when the repair company left.  I remain to have  a non working range that Choice and their repair contractor are both refusing to repair.  This complaint has not been resolved.
Regards,
[redacted]

Per the technicians explanation to CHW’s inside technician’s they explained that the pictures show that there is “residue lying underneath the burner assembly of the furnace.  This develops from an improper combustion inside the furnace burner chamber.  This residue is rust and corrosion partials falling off the heat exchanger assembly from expansion and contraction of the steel tubing’s of the exchanger, behind the burner assembly.  The flaking residue lying underneath the burner assembly is a pure sign of a rusted and corroded heat exchanger assembly. We do apologize but as we mentioned before, malfunction or improper operation of a system from rust and corrosion is not cover per our policy, Section F. LIMITATIONS OF LIABILITY1. The 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.Respectfully,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 corrosion. This is also a failure due to a lack of maintenance.  If the unit was properly maintained, the rust and corrosion could have been avoided. Please see Section F. LIMITATIONS OF LIABILITY1. The 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.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8. We 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 pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For 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 D. COVERAGE:4. 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 - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We 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 normal 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 apologize for the frustration you have experience with this claim.  Our records indicate that a claim was filed on 06/12/14, the technician assigned to that claim stated that the unit was completely empty of Freon at the time.  The information provided by the technician the claim placed on 7/12/14, stated that your compressor shorted to ground due to the unit running while low on Freon.  When proper maintenance is performed on a system, Freon levels are measured and kept at the appropriate level.  Unfortunately, CHW policy does not cover failures that are due to lack of proper maintenance.  The details of your situation are not representative of the normal 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 Consumer, although this is not a covered claim in which CHW is obligated to pay.  CHW is willing as a gesture of good faith to offer you a full refund of $344.00.  Please be so kind as to affirm acceptance and we will be happy to issue a check to your attention and consider the matter resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I only have one question, does the refund mean my ENTIRE refund, to which I believe I am entitled?? I would like to extend my most sincere thank you for assisting me with this entire fiasco which has left me complete and totally frustrated. I have not responded to and refuse to communicate with CHW and have copied an e-mail forwarded to me from CHW. Please view below and respond. 
 POLICY #: [redacted]
Dear [redacted],
Please be advised that your Choice Home Warranty policy covering the property located at has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.com. An applicable credit of fees associated in Section XI of the User Agreement will be issued to you within 15-30 days.
Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that arise. To reinstate your service, please contact our customer service department toll free at ###-###-####. Thank you for allowing us to assist you.
Sincerely,
The CHW Team
Choice Home Warranty
Toll Free: ###-###-####
www.ChoiceHomeWarranty.com

We apologize for the frustration that you have encountered in regards to this claim.  Our records indicated that per your request on 12/8/14 you policy was cancelled.  Unfortunately, we cannot reinstate you policy.  If you would like to open a new policy please contact our sales department.The details of your situation are not representative of the normal 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 [redacted] .  We regret your frustration with claim.   Per your last contact with CHW, We have come to a mutual agreement to increase the amount to $300.  In addition to the tech that you received for $190.00 we will be sending you a check for $110.00.  The details of your situation are not representative of the normal 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