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 refrigerator.  CHW tries to provide customers the first available appointment.  However we cannot control our technicians scheduling as we don’t know the availability of the vendor or the customer.  Upon diagnosis, the service provider stated that your unit’s compressor has failed.  The technician stated that this type of failure happens overtime and could not have happened in the lifetime of the policy.  Unfortunately, pre-existing failures are not covered.Please see 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 is not itself undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.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.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.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: When I call on December to indicate the a/c wasn't cooling properly, CHW failed to check out the issue. Without a proper diagnosis,  they could have not determined there was a leak. As a non-expert consumer, I have no way of knowing there was a leak. After all, I pay a monthly premium to have my appliances protected. Even if leaks are not covered, they should have send someone to investigate the claim. They are just trying to get out of their obligation.
Regards,

We apologize for the frustration you have experience with this claim. Our records indicate that per your request your policy has been cancelled as of 12/24/14 and a refund of $335.0 has been process onto the credit card used for purchase.  You will see the refund on your next billing statement. 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 plumbing system.  Upon diagnosis, the service provider stated that the flange underneath the toilet failed.  Unfortunately, CHW policy does not cover flanges.Please see below:D. COVERAGE8. PLUMBING SYSTEM/STOPPAGE:EXCLUDED: Stoppages and clogs in drain and sewer lines that can not be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets - Cost to locate, access or install ground level clean out – Slab leaks - Polybutylene or Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms - Baskets and strainers - Popup assemblies - Bathtubs and showers - Cracked porcelain - Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain mechanisms - Sinks - Toilet lids and seats - Cabling or grouting - Whirlpool jets - Whirlpool control panel - Septic tanks - Sewage ejector pumps - Water softeners - Pressure regulators - Inadequate or excessive water pressure - Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits - Holding or storage tanks - Saunas and/or steam rooms. NOTE: We will provide access to plumbing systems through unobstructed walls, ceilings or floors, only, and will return the access opening to rough finish condition. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement. Our authorized Service Provider will close the access opening and return it to rough finish condition, subject to the $500 limit indicated. We shall not be responsible for payment of the cost to remove and replace any built-in appliances, cabinets, floor coverings or other obstructions impeding access to walls, ceilings, and/or floors.Although this is a not a covered claim, in light of good customer service, we have applied one free service fee on your account.  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 your air conditioning claim.  The first claim was placed on 02/28/14, claim # [redacted].  Upon diagnosis, the service provider stated that your system had a Freon leak from the coil and that the coil would need to be replaced through your manufacturer’s warranty.  Per CHW policy, units that are under any other warranty are not covered under the policy.  Although this was not a covered claim, CHW offered you $235.00 towards the repairs as a good will gesture. On 10/11/14 you placed a new claim for your air conditioning system, claim # [redacted].  Upon diagnosis, the service provider stated that the unit’s compressor has failed due to running with low Freon.  He stated that there was a leak from the coil due to improper installation.  Since the unit is still under manufacturer’s warranty, the compressor replacement was not covered under CHW policy.  However, we offer $150.00 towards the repair as a good will gesture.  Per CHW policy, we are not responsible for failures caused the negligence of service providers.  If you believe that the service provider has damaged your unit, please contact the service provider directly.Please see below:F. LIMITATIONS OF LIABILITY 15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.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.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 [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 you had placed a claim for your AC unit once on 11/06/14 claim number [redacted] and again on 3/2/2015 for claim number [redacted].We regret your frustration with the outcome in regards to the second claim #[redacted] for your Air Conditioning unit.  We have looked into both of the diagnosis that the technician had given to us and the first claim that you had submitted was covered under our pre-autho limit but it does show that the unit was lacking maintenance.  You unit had a clog in the inducer motor. Any clogs will be from a lack of maintenance.  On the second claim he reported to us that the heat exchanger was cracked in two places, he stated that the unit was improperly installed to begin with.  He explained that the flue pipe is 3” hooked into a Y with the water heater.  This is not how this unit should be installed.  Per our policy, as we have stated before we do not cover any unit that had not been properly maintained, also per our policy we do not cover a unit that has been improperly installed.Please see section F. 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.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.We are very sorry that you chose to cancel your policy with us.  Unfortunately, with the policy being closed and the failures of the unit; we would not be able to assist you with this claimThe 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 your claims for your Water heaters.  Our records indicate that a total of four claims were entered on your policy.  Three claims for your water heating systems and one claim for your Garbage disposal unit.The first claim was entered on 10/02/14, claim# [redacted].  The information provided to CHW stated that your unit had sediment buildup which caused it to fail.  Unfortunately, CHW does not cover failures due to sediment buildup as this is a maintenance type of failure.  Please see below:D. COVERAGE6. 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.F. LIMITATIONS OF LIABILTY4. 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 pressure12. 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 second claim was entered on 11/10/14, for your Garbage disposal; claim# [redacted].  Upon diagnosis, the service provider stated that the unit was clogged and needed to be snaked.  This claim was covered by CHW. The third claim was entered on 12/14/14, claim# [redacted].  Upon review of your invoice provided it stated that work was done on the left unit in the garage, which indicates that there is more than one water heater unit in your home.  Unfortunately, per CHW policy, only one unit is covered unless additional coverage is added.Please see below:D. COVERAGE The Coverage is for no more than one unit, system, or appliance, unless additional fees are paid. If no additional fees are paid, covered unit, system, or appliance is at Our sole discretion; certain limitations of liability apply to Covered systems and appliances.The fourth claim was entered on 1/19/15, claim# [redacted].  Upon review of the invoice provided it stated that work was done on the left unit, which again indicates that there is more than one water heater unit in your home.  In addition, you have repairs on your unit without authorization from CHW.  Per CHW policy, repairs done without prior authorization are not covered.Please see below: C. SERVICE CALLS3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.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:
Essentially what you have listed in regards to the water heater excludes every repairable component of the water heater itself and therein lies the scam. You are well aware that a homeowner would not have the in depth knowledge of all the systems, parts and components of such an appliance and yet you take advantage and exploit that. Had I researched your company prior to purchasing I would have realized that you have several complaints. This level of service and the non service you provide while stealing money from homeowners is unacceptable. In order to resolve this matter I require that I am refunded for the premiums I paid to your company while I subscribed to your service.
Regards,
[redacted]

[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 the frustration that you have had with claim number [redacted] for your Air Conditioning System.  You stated that the unit was damaged by the service provider upon his arrival for the Heating System.  You also stated that the unit was fairly new.  Was it under manufacture warranty? If so, I would suggest calling the manufacture because that would supersede CHW's policy.  Also, since you have cancelled your policy with CHW, we would not be able to send out a provider to assist you.  I would suggest calling MS Master Service at  ###-###-#### to see if they could further assist you.According to CHW's policy Section  F. 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.We do apologize but there is nothing Choice Home Warranty would be able to assist you with.  Regretfully,CHW

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

: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 claim, I do see that we had approved that one back in 2014, I do apologize that you had an experience with one of our technicians like that.  Upon review of your policy, it does show that we were able to cover the following claims for you:Claim # [redacted] on 10/17/14 for your Plumbing System Claim # [redacted] on 05/07/14 for your Air Conditioning SystemWe are very sorry for the frustration that you had to deal with and I have placed a complaint about the vendor. 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 washing machine.  Upon diagnosis, the service provider stated that your unit needed a new pump.  CHW authorized the service provider to make repairs. Per CHW contract, CHW has the sole right to determine if a unit is repaired or replaced. CHW is also not liable for delay in getting parts.  CHW authorized $100.0, the cost of repair, to be sent out to you as you decided to replace your unit.Please see below:F. LIMIATIONS OF LIABILTY7. 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.9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. Our records indicate that per your request your policy was canceled on 2/20/15.  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 from the invoice you sent in stated that your unit’s tank burst causing the unit to leak.  Per CHW policy, the tank is excluded from coverage.  Like all warranty companies CHW policy has exclusions to our coverage.  All excursions are clearly stated in our 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: The amount should be in total $204.75 I got a partial refund in the amount of $31.25 to equal $235.00 the correct amount owed to me
Regards,
[redacted]

We apologize for the frustration this claim has caused you.  The information that you provided to CHW stated that you had Freon added to your system on 3/12/14, 8 days prior to your CHW policy became active.  Air conditioning systems are closed systems that do not need Freon to be added unless a leak is present.  The documents show that the unit was experiencing issues before CHW policy became active.  Unfortunately, CHW policy states that failures that are preexisting to the policy are not covered under the warranty.   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 experienced with this claim.  Our records indicate that you were advised that CHW policy does not cover units that are under manufacturer’s warranty when you placed your air conditioning claim in February.  In good faith we good willed $235 to help you towards the repairs, even though it is not a claim covered under CHW policy.  If you believe that the service provider that did the repairs damaged your system please contact the technician directly.  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 this matter.  Our records indicate that you purchased your CHW policy on 05/03/2013.  Per our cancellation policy, you are entitled to a prorated refund minus any occurred fees.Please see below: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

We apologize for the frustration you have encountered.  CHW has contacted the service provider numerous times to confirm that the gas valve is what caused the primary failure.  If you do not believe this diagnosis you can provide CHW with a second opinion diagnosis and we will review the information provided.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 heating system.  Upon diagnosis, the service provider stated that due to restricted air flow into the system caused by dirty filters, your unit’s limit switch needs to be replaced.  The technician stated that the unit overall needs to have proper maintenance preformed.  Unfortunately, CHW policy does not cover failures due to lack of proper maintenance.  We have requested that maintenance records be sent in to verify the maintenance performed on the system.  We have not received any documents as of yet.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

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.  Upon diagnosis, the service provider stated that your unit’s heating element will not allow the unit to drain; he also stated that your unit was leaking from the tank.  Unfortunately, Per CHW policy, the main storage or holding tank is not covered.Please see section below:D. COVERAGE6. 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.We understand if you believe that the service provider damaged your unit.  However, per CHW contract CHW is not responsible for negligence of  the technician.   If you believe that the service provider damaged your unit, please contact the service provider directly.  Please see section below:F. LIMITATIONS OF LIABILITY19. 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 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