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 Plumbing system.  The information we received from the service provider stated that your toilet was leaking at the bolts due to improper install.  Unfortunately, CHW policy does not cover failures due to improper install.  However, if you do not believe the service provider’s diagnosis, you are free to provide CHW with a second opinion.  Once we receive your second opinion diagnosis, we will gladly review the claim.Please see below:LIMITATIONS OF LIABILITY11. 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 [redacted]  We regret your frustration with this situation.  Our records indicate that your policy effective date is 08/30/14. Roof coverage is an optional coverage that requires additional fees to be paid. Upon 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 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: The first technician that came to inspect the unit claimed that the entire unit needed to be replaced. I paid him the $45 service fee. He said nothing about dirty coils or debris. The second technician that came tried to order parts to fix the condenser motor but since the unit is 26 years old, the parts are now obsolete. The third technician took photos of the unit and told me that the entire outside unit needed to be replaced, that the unit was so old that it was "fried". The fourth technician refused to make a service call because I would not pay him an additional $45 service fee. After first contacting CHW on Nov 28,2014 , it has taken them 2 months to make a final determination on my claim. During this time, my furnace has been running on "emergency" heat and using more electricity and wear on my furnace. I have taken 2 days off of work to wait for service technicians that did not show up or refuse to come to my house. I feel that no amount of maintenance on this old unit would have helped it run any longer. I have this opinion as a result of comments made by 3 technicians.

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 rust and corrison on the heat exchanger has caused it to crack.  Per CHW policy, failures that are due to rust and corrosion are not covered.  You contacted our cancelations department on 12/5/14, however decided not to cancel your policy. Per CHW policy, a prorated refund is available if a consumer requests to cancel their policy after the first 30 days of the policy.Please see below 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.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.Please CHW cancelation terms:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing. 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

[redacted]
I am rejecting this response because:
I did not accept there $75.00 offer.  I told them to send whatever they want but that is not where this will end.  I have not received anything from CHW nor have I cashed anything from CHW.  They are just trying to sweep this away.

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 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 are experiencing with this claim.  The information provided by the service provider along with pictures of the system show that the failure is due to lack of maintenance.  Part of maintaining an AC system is to chemically clean the coils.  When coils are not cleaned chemically, dirt and debris combine and form a chemical reaction.  The result is formicary corrosion, which deteriorates the composition of the copper tubes of the coil.  This will cause small pin holes allowing Freon to escape.  Unfortunately, CHW policy does not cover failures that are due to lack of 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

: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 #[redacted], I do see that you placed a claim on 3/20/15 for your refrigerator. I see that we were able to dispatch FIRST CLASS AC & APPLIANCE on the same day.  I do apologize that the service provider did not respond to you right away.  I do see that you had spoken to our customer service department on 3/20/15 and they did advise you that the service provider has up to 24 hours to make an appointment with you but if you are not satisfied with this; you can retain your own provider and use our reimbursement option.Your request to cancel this policy was already taken care of when you called back on 3/23/15 and I do see that we issued you a refund of the last payment as a goodwill gesture.I am very sorry that we have lost you as a customer and I have placed a complaint against the service provider for taking a long period of time to make an initial call to you.We are very sorry for the frustration that this claim has caused you, we appreciate the feedback about our customer service department and our service providers.If you should have any further questions or concerns, please feel free to email me directly at [email protected] 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.  Best regards, CHW Customer Advocate

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 microwave. I 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.

Complaint: [redacted]
I am rejecting this response because:
As per the contract, Choice insurance said the clients can call a number for emergency. When we called them they said we needed authorization for emergency. Even after we got that, no one responded and we didn’t have any technician come out here. I am not sure what is considered as an emergency by the insurance. We had returned to a 90 degree house after a 24 hour international travel. We have a 3 year old toddler. He was unable to sleep and was crying all night because of the heat inside the house. I am not sure what emergency classification is. From our standpoint, this is EMERGENCY FOR US. Being in a 90 degree house, with outside temperature being 100 is an emergency for us. We could have waited for CHW service agent to come over, had they ever called us back. We called them on Friday, Saturday and we didn’t get a response back from them till Monday.  I think for what we are paying, this is absolutely unacceptable. If it was winter, and if the heater is not working, is it acceptable to wait for 3  - 4 days, for CHW to respond just because it is not an emergency for them? From my perspective, it is totally a breach of contract by CHW of their assurance to provide service to their clients. This is cheating and just getting money from us on a contract that they are not even abiding to. We are not asking for the whole money but if the company is really cares about their customers, they should atleast offer up to pay something.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
CHW has yet to refund my remaining contract rate on the policy of [redacted] for the amount of 1,190.32. Calculation as following:Date Claim# Amount8/15/2014 [redacted] 359/4/2014 [redacted] 65.4110/8/2014 [redacted] 42.0310/17/2014 [redacted] 221.3410/28/2014 [redacted] 114.65Total 478.43Contract Number [redacted]Contract Rate 1,875.00 Contract Term 6/29/2014 - 6/29/2020Contract Term Months 72Contract Cancellation Date 12/29/2014Contract Prorate Refund 1,718.75 Cancellation Fee 50CHW Service Cost 478.43Refund Due Contract Holder 1,190.32 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Iwas told that the furnace would be replaced if it had a cracked heat exchanger which it ended up being and now they are saying that they won't pay for it.
.
Regards,
[redacted]

We apologize for the frustration that this claim has caused you.  Although CHW policy states that we don’t cover emergency service fee costs we were able to set you up with a service provider that can service your unit the next day.  Upon diagnosis the service provider stated her unit needed a new fan motor and saddle valve. CHW authorized repairs to be made. Upon further diagnosis the service provider stated that the unit needed a water fill valve which we also authorized.  It was brought to our attention that while making repairs the service provider broke the saddle valve which caused the consumer’s fridge to leak.  Although CHW policy states that we are not liable for technician negligence, we reimbursed the $180.00 to get the issue resolved.We have placed a onetime free service fee on your account to make up for frustration you have encountered.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 water heater.  Upon diagnosis, the service provider stated that your unit is leaking from the main holding tank.  Unfortunately, CHW policy does not cover the main holding tank as part of 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.If you would like to cancel your policy, please contact our cancelations 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

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 Freon leak from the coil.  Unfortunately, failures that are due to lack of maintenance are not covered under CHW policy.Please see below section:F. LIMITATIONS OF LIABITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.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.  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 inconvenience you have encountered with this claim.  CHW offered $300.00 toward the unit as the policy calls for when parts are no longer available.  However, to better satisfy you CHW increased that amount to $400.00.  As for the service call fee, in light of good customer service, we have added one free service call onto your account for future use.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 that started on 03/17/15, I see that your claim for your heating system was placed on 3/30/15, only a few days after the policy started.  The service provider that was out to your home confirmed that the unit could not have had the issue that it was having within the time frame that you had the policy.  He advised CHW that the zone valves were bad on the unit and they would need to be replaced.  Due to the fact that CHW's policy excludes valves we offered you a full refund of your policy being you had only had it with us a short time and your first claim would not be covered.  You did decline our goodwill gesture and requested that your policy be closed.  Please note that we have done so and the email below was sent to your email, please check the spam folder, since you were new to CHW our emails do sometimes go there.  I do apologize that you chose to cancel your policy and that we were not able to assist you. Sincerely,CHWDate: 04/01/15Sender: [email protected]: Your Choice Home Warranty Policy is CancelledTo: [email protected]:  Cancellation of Policy POLICY #: 457362527Dear Virginia Rigolini,Please be advised that your Choice Home Warranty policy covering the property located at 318 sleight ave, Staten Island has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.com.All future monthly payment drafts have been suspended and no refund is due to you. 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 1-888-531-5403. Thank you for allowing us to assist you.Sincerely,The CHW TeamChoice Home WarrantyToll Free: (888) 531-5403www.ChoiceHomeWarranty.com

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 this claim has been approved.  Per your last conversation with CHW on 1/20/15, CHW authorized a check of $230.00 to be sent out to you in resolution of this claim.We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

We apologize for the frustration that this claim has caused you.  Although CHW does not set up scheduling as we don’t know the technician or the consumer’s availability, we have added a onetime  free service fee to your account to make up for the frustration you have encountered while scheduling with the technicians.  We understand that you might not agree with the diagnosis provided by the service provider.  If you would like, you can submit your own second opinion diagnosis for further review.  However, we would like to note that the diagnosis provided by service provider stated that your unit has failed due to lack of maintenance.  They have also provided CHW pictures of the unit showing the coil to be dirty and debris inside the unit, also indicating lack of 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

[redacted]
I am rejecting this response because:
Choice Home Warranty should stand behind their contractors work or lack of work. They ate, in fact, the ones that hire these contractors. I never waived any rights like they say, that I am aware of. Just another example of how this company takes advantage of its customers and another example of why I cancelled their services.