Choice Home Warranty

I am rejecting this response because: the tank was leaking from the heater element.  It was a failure of the heating element, not damage to the main tank.  There was no rust, no sediment, no damage to the tank.  Company failed to contact me directly, choosing to ignore my written response to them via email.  It is a shame the State of New Jersey allows these rip off companies to do business within your State.Plan to take this to every form of social media as well as any other method to warn people of less than reputable companies exist and are allowed to exist within your State borders.

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 17 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 A. COVERAGE#3 NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, Section L. CANCELLATION 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 normal CHW customer experience.  Please accept our apology for any trouble or inconvenience this has caused.Sincerely yours,CHW

Sir, my ID#[redacted] was Given to me By the Revdex.com on this Case.The Contract #520310709 is my Contract # for the Policy From CHOICE HOME WARRANTY.The Yearly Rate is $490.00 Yearly, Sevice Call Fee is $45.00, Coverage Plan-TOTAL PLAN, Optional Coverage-REFRIGERATOR ICE-Maker.Choice Home Warranty Direct Phone Number is ###-###-####.

I do apologize for your frustration on December 18th you placed a call to our company for the results of the Sump Pump claim that we had approved for you.  At that time you went over the coverage of the AC per our policy with our supervisor.  We happen to have this call recorded and during the call you stated that the unit does have a leak.  You were advised that since there was a leak, you would be responsible for a leak detection test because that is not something that we cover.  You then advised our supervisor to NOT send out a technician and that you would wait.  On 2/26/15 you placed a claim online yourself for your AC system (claim # [redacted]) and we did send out a technician to your home.  This was not a covered claim due to the fact that you did not have the issue resolved in December.  By not having the issue fixed when you first noticed it cause damage to the compressor.  This is considered to be secondary damage.  Please see Section Limitations of Liability #19 . 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.Once again, we apologize for the frustration with the outcome of the claims and look forward to assisting you in future claims.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 regards to claim # [redacted], for your air conditioning system.  Upon diagnosis, the service provider stated that your heat exchanger is cracked due to lack of proper maintenance.  He explained that cracks develop when the burners are not cleaned of rust and debris.  Unfortunately, CHW policy does not cover failures that are due to lack of maintenance.  Please see below:4. 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

I am rejecting this response and would seek a refund for the policy premium for current year.

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 [redacted] .  Upon review of your policy we see that your policy started on 2/28/15 and you had placed 2 claims with us. One claim [redacted] for your plumbing stoppage on 2/26/15=before your policy startedSecond one claim [redacted] for your septic system the day your policy started 2/28/15We regret your frustration with the outcome in regards to both of these claims.  Per our policy, Section A. COVERAGE3. 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.We are very sorry that you chose to cancel your policy with us.  Unfortunately, with the policy being closed; we would not be able to assist you with this claim.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.  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 heating system.  Upon diagnosis, the service provider assigned stated that the control board on your system was not properly installed and has failed.  The technician also stated that there was missing wiring on the blower motor.  Unfortunately, CHW policy does not cover failure due to improper installation.  CHW policy also doesn't cover failures that are due to improper repairs.Please see 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

Complaint: [redacted]I am rejecting this response because:I have personally spoken to the service rep 3 times and he said he stated that compressors can work one day and not the nest day. You can have a new compressor go out at any time. Please send me written proof of the date that the compressor started functioning at less than capacity. Otherwise you owe this claim. The policy was effective with no lapse in coverage on 12/3/14 and the refrigerator began to fail on 12/20/14. Therefore the unit was in coverage under the policy terms.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 [redacted] .  We regret your frustration with the outcome in regards to claim #[redacted], for your heating system.  Upon diagnosis, the service provider stated that your heating system exchange is cracked due to rust of the exchanger.  Unfortunately, CHW policy does not cover failures that are due to rust and corrosion.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 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:F. LIMIATIONS OF LIABILTY19. 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.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 $110.00.  You declined both offers.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

[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.]
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]

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 account it appears that we have processed and approved the following claims:• 2/16/15, [redacted], Dryer, $93.75• 9/29/14, [redacted], Air Conditioning system, $189.00• 09/05/14, [redacted], Air Conditioning system, $85.00We regret your frustration with the outcome in regard to claim # 53178160, for your Heating System that was placed on 2/14/15.  Upon diagnosis, the Service Provider stated that, the evaporator coil is rusted causing a Freon leak.  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 below sectionsF. 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 regardsCHW

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 [redacted].  Upon diagnosis, the service provider stated that your unit’s pump seal is worn out.  He stated that this is an overtime failure that could not have developed in the lifetime of the policy.  The technician also pointed out that are ceiling stains that show a leak.  CHW is not accusing you of knowing there was an issue with your system.  However per CHW policy, known or unknown pre-existing issues are not covered.Please see below:A. COVERAGE3. 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.F. LIMITATIONS OF LIABITY1. 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.18. We will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.We understand if you do not agree with CHW policy and in light of good customer service we offered you a full refund of your policy.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: These people are not telling the truth. I was told by their representative over the telephone not to worry because their technician sent them a report that said my A/C & Heating system was well maintain. I want them to provide you the pictures of the rust, and location of the leak and also the note from the technician as evidence that indicated the rust was old and where the leak was found. I also wanted to add that I was present and watching their technician as he was looking for the leak. That leak was not found on the front of the coil. It was found almost behind the upper corner of the coil almost invisible to see except the long detector machine kept on beeping. They need to fix my system as soon as possible. My biggest mistake I should had look in the internet because thousand of people are their victims at : [redacted] and other web sites. Please have them provide you the evidence. Your help will be greatly appreciated. Thanks!Regards,Schubert Colas

We apologize for the frustration you have encountered with this claim.  The information we have received from the service provider stated that the return air flow on the unit is smaller than required for a unit of this size, causing the unit to overheat and cause the heat exchanger to fail.  If you do not agree with this diagnosis, please provide us with a second opinion.  We have not received any second opinion diagnosis to date.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

It was a pleasure speaking with you, per our conversation, please send me directly the invoice for the new/used unit that you had purchased and I will bring it to my manager to see what we can do for your claim.  I have already sent you my personal email but I will give it to you again....

 [redacted].

I am rejecting this response because: We have submitted the invoice over 10 days ago to [redacted] and still awaiting her acknowledgement that she has received the invoice. Several voice messages were left on her voice mail system and none of our messages have been returned. On one end it was very nice to receive a call as soon as the initial complained was filed but then we're in unresponsive state again. CHW want to brag they appreciate Customer First they haven't yet convinced me that they really are.

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 plumbing system.  CHW tries to assign the first available technician to insure customers get scheduled as soon as possible.  However, scheduling is not done by CHW, but the technician and the customer as we don’t know the availability of either party.  CHW does give customers the freedom of using their own technician so they choose, through the reimbursement program.  The customer is required to contact CHW before any repairs are made to verify if the repairs are covered under CHW policy.  Our record show that you choose to use your own technician and to go through the reimbursement process.  Upon diagnosis, the service provider stated that 5 water valves in your home need to be replaced.  He also stated that he has to remove a 4 gallon water heater, which is not the main water heater used for the home.  Per CHW policy, we cover the main water heater for the home and so the 4 gallon water heater is not covered under the policy.  CHW advised you that the water valves are covered under the policy, however, the technician you choose was overpriced. CHW advised you that we can reimburse you at CHW cost of repair or we can send a CHW service provider to complete the repairs.  Our records indicate that on 11/21/14, declined a CHW service provider and accepted CHW amount for repair of $250.00.  This amount has been authorized to be sent out to you, please allow 30 business days for processing.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.  The information that was provided to CHW by the service provider stated that stated that the damage to your system is due to lack of maintenance on the system.  The technician pointed out a hold in the vent tubing and that the unit nozzles needed cleaning.  Unfortunately, CHW policy does not cover failures due to lack of proper maintenance.  Our records show that per your request you policy has been cancelled on 12/30/14.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