Choice Home Warranty

I am rejecting this response because:
I understand that the business does not cover failure due to rust. But, according to the technician that they sent to my house, the heat exchanger did not fail due to rust. He said it failed because it was getting hot and cold for more than 30 years, and did not fail because it rusted. These are the words of the technician they sent. I understand that they looked at the pictures of the outside of the furnace, and that it may show rust, but the heat exchanger actually sits inside the furnace, and there is no way for them to see it in the pictures they have.I still believe that my claim should be approved, since the technician they sent to my house confirmed that the failure was not due to rust before starting the repair.

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 service provider assigned stated that your oven needs a new control board and touch bad.  He advised CHW that the touch pad is no longer available.  Per CHW policy, when a part is no longer available CHW reimburses the cost of part and labor for the associated repair.  The price for the part and labor for this part was $130.00; however CHW increased the amount to $500.00 which you accepted to help towards replacing the unit.Please see below section:F. LIMITATION OF LIABITY9.  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

I am rejecting this response because:It is not my fault that a garbage disposal broke after warranty had taken effect.I have already been issued a new policy with AHS. 
Regards,

I am rejecting this response because:
You didn't speak to me at anytime during the month of Mar, if you did speak to someone then it wasn't the policy holder.  The policy was canceled when you decided not to cover my furnace.  I guess there is no integrity I n this company, telling you they will send you a check and never follow through.  It was never told to me that I had to remain a customer to receive the $200.  Word of mouth is great, I have told everyone not to choose this company for home warranty services.

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 do apologize that you are upset with the claim for your heating system.  I do see that you did request to cancel your policy with us, we were in the process of doing so for you but you had requested that we stop the cancellation because you wanted the service call fee back along with a full refund of the policy.  We advised you that per our policy the service call fee of $45 that you paid to the service provider, does not go to Choice Home Warranty but to the provider that came out to your home.  Also, per the policy Section 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-cancel-able 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 refund that you were entitled to you chose not to take and stated that you wanted to speak to your attorney. You chose to dispute the charges on your credit card rather than abide by our mutual agreement; we are sorry but that is fraud.  As stated above, if something such as this happens, CHW does reserve the right to terminate your contact.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 .  Upon review of your policy we do see that you have placed claims that we were happy to assist you with:[redacted] 01/05/15 Plumbing System $200.00[redacted]7 08/24/13 Plumbing System $77.50We do see that we were unable to assist with the claim for your heating system, claim number [redacted] that you placed on 1/30/14.  We do show that we dispatched BMR Contracting to you the same day.  Per our policy, C. SERVICE CALLS # 2. Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours.  It is the customer’s responsibility to schedule the service call with that provider.  If you had an issue with the time frame that the provider had, you could have always called us back to send out a different Service Provider.Upon our technician’s diagnosis, he did state that your unit had corrosion; which you confirmed through your email to us on 2/7/15.  He also stated that he believed that the heat exchanger was cracked but he could not be certain.  He did send us pictures of the unit that confirms that it was rusted with corrosion.  This service provider could not see the exact issue so CHW sent out a second technician to further assist. On 2/11/14 we sent [redacted] Heating to diagnosis the unit and with his findings, he did state that the valves needed to be replaced .  There was a cracked heat exchanger on the unit due to the lack of maintenance that was performed.  Our policy states under Section D. COVERAGE, #5. HEATING SYSTEM:EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) -  Calcium build-up - Maintenance. Also, please see Section F. F. LIMITATIONS OF LIABILITY 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 for the frustration that this claim has caused you but please understand that we are following exactly what our policy states.  We do look forward to assisting you with 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.  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 Microwave.  Upon diagnosis, the service provider stated that the unit failed due to arching.  CHW has confirmed with the service provider numerous times that the unit did in fact arc.  Unfortunately, CHW policy does not cover failures that are due to arching.Please see below:D. COVERAGE9. BUILT-IN MICROWAVEEXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.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 meAs per your instruction I will send an email you to cancel the contract
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 claim [redacted], for your Heating system.  We apologize for the scheduling issues you encountered.  However, CHW does not control scheduling as we don’t know the availability of the service providers  or the consumer. Upon diagnosis the service provider stated that the unit showed lack of proper maintenance.  The technician pointed out that the unit’s coil is dirty as well as dirt and debris was found inside the unit. Unfortunately, per CHW policy, failures that are due to lack of proper maintenance are not covered. 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 plumbing claim. CHW tries to assign the first available technician.  However, we cannot control their scheduling as we don’t know the availability of neither the technician nor the consumer.   CHW does offer reimbursement to our customer’s if they choose to use their own technician.  Our records indicate that the claim was dispatched hours after the claim was place.  The service provider reported to CHW that he was advised that repairs have been made when he called to make appointment.  Upon review of the invoice of repairs, the information stated that the technician replaced an angle stop under kitchen sink and replaced the main shut off valve on the outside of the home.  Per CHW policy, all work done without authorization is not covered.  CHW policy also does not cover failures outside the home.Please see sections below:A. COVERAGE1. Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);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.However, in effort of good customer service CHW is reimbursing for the replacing the angle stop minus the $45 service fee due by the customer per claim.  Authorization was enter for $75.00 to be sent to you.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:It is totally unacceptable and the way I was treated and spoken to by your customer service manager was belittling, unprofessional and attacking.  It is not my fault you sent me a policy and a policy number, therefore acknowledging my application and payment, and then telling me I have no policy and why didn't I check my credit card to see if it was charged.  It hadn't been even been 38 days since I received the policy and policy number from your company, why would I check my credit card to see if you processed payment?  There was NO reason for me to believe that it hadn't been charged, only reason to believe the card HAD been charged and my policy was valid.  The way to have handled it at that point since it was an error on YOUR part, was to charge my credit card that day and honor the policy that had been sent to me and put in place over a month ago.  Instead, I was belittled and attacked and told I SHOULD HAVE checked my credit card to see if I had a policy - shaking my head, can't believe you all are still in business.
Regards,
[redacted]

I am rejecting this response because:
Unit was maintained I have records their own outside tech they sent out said it was in good shape for as old as the unit was and had normal wear and tare as exspected .He also told me that CHW would find an excuse not to pay as they have always in the past. But like a stated in last letter I will have to seek further actions to resolve this matter .

I have gone through the billing in your policy and it shows that you had made only 2 payments in the amount of $43.75 for 2 months.  CHW is willing to refund you your policy in full as you have requested.  We are unable to refund you any Service Call Fee's that you have paid for due to the fact that they were not paid to CHW and to the tech. Please contact me directly and I will send you the proper paperwork to retain your full refund back and cancel your policy.Thank you,

Home choice warranty have big scam going for people who trying to secure their appliances and get coverage.

As soon as I divorced I was afraid that if my appliances will stop working, I would not be able to afford to buy new ones. So, I purchased a contract with Home Choice Warranty for $1500 for 6 years. They assure me that they will cover completely everything (including garage doors, washer, dryer, garbage disposal, refrigerators, etc). In the past 5 years I placed few claims - most of them got declined for one reason or another, the ones that were not declined - are the cheapest ones to fix. Every time I had to call and place a claim they would charge me $45 for a visit. It is a scam - READ the FULL CONTRACT what is actually being covered as 85% (written in a small print) will not be

We filed a claim with Choice Home Warranty after waiting the 30 day waiting period required by them, not knowing what was going on with are AC system only to be told by the service repair company man that we will not be covered because he thought it was a per-existing problem, which it definitely was not. So when we called Choice Home to find out why they just said because your plan just became eligible so we wont cover this because it sounds like it was already an issue with it. Our AC was working just a couple of days ago just fine blowing cool air. How is one to know when something like this is going to stop working ?? Choice Home said it didn't matter what age an appliance or system was they would cover it. I find this very misleading and we are very unhappy.

Don't waste your money. They do not do as they advertise.

Review: 5/19/14 1:46PM: Received email to contact Choice Home Warranty (CHW) regarding Claim #: [redacted]. 5/20/14 9:11 AM Spoke to CHW supervisor, [redacted], who said account was deactivated because I refused to pay $45/fee and coils were 90% clogged. I explained on 5/17/14, [redacted] LLC. ([redacted]) said CHW was closed on the weekend, and though he had not received authorization, he would "take a look" pending authorization. [redacted] arrives ~ 7PM and walks in and says, "The neighbor needs to cut their grass." Then, he says, "You have a master's degree." I told him that unit ran but did not cool. He said, "It needs Freon." When he saw the indoor unit, he rolled his eyes like, "Are you kidding?" I explained the CHW HVAC technicians who came in Dec. 13 and Jan. 14 said the unit was dated 1987 but CHW repaired it. He asked, "Did [redacted] come before?" I said, "Yes." He hands me a mirror and asks me to get in the floor by the unit. He said he'd been in foxholes smaller than this. Once I got in the floor, he said the unit was dirty and not up to code. He explained condensation, and said, "I'm sure you understand; you have a master's degree." When he got to the outdoor unit, he hooked up 2 meters and asked me to read them. He then explained PSI and that it needed Freon but CHW would not take his word and required a $189 UV dye test. I then asked the next steps, and he said he would contact CHW on Monday. He then says, "I have a master's degree too!" and shows me a DNR card. I told him that he must have a problem that I had a master's degree. Later, he provided a write up that the unit was not up to code and dirty. I did not sign because I could not attest to it; the previous CHW HVAC technicians had not written that. He said, "I'm licensed; they're not. I know all those guys with [redacted]." I asked for a copy of the write up, and [redacted] left ~ 7:50 PM.Desired Settlement: (1) the $45 service should be waived since [redacted] LLC ([redacted]) lied about my refusal to pay the fee and my account was deactivated (2) my CHW account needs to be re-activated since I have an active contract (3) the unit is running and was repaired by CHW assigned HVAC technicians in Dec. 13 and Jan. 14 just 4 months ago. Another HVAC technician needs to assigned to repair the unit so it will cool the house. It is 100+ degrees inside, and this is unhealthy.

Business

Response:

Dear [redacted]

I have reactivated your account and placed it in dispatch for a new Service provider to come to your home and give us a second opinion. I am very sorry for the treatment that the Service Provider from [redacted] hvac treated you. We at CHW do not condone that type of behavior and am very sorry for this.

Someone will be contacting you with a new service provider to contact for your second opinion.

Best regards,

Consumer

Response:

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,

Review: I purchased an Appliances warranty after seen on my e-mails and the web the following statement: “Never Pay For Covered Home Repairs Again!” But when I called about getting the air conditioner fixed, the company denied claims by “fabricating the reason not to honor the existing legal warranty”.

They first told me that was because the Coil was corroded (they called my daughter [redacted] because I am actually outside the USA). I them called the service contractor that came to our home to repair the A/C and ask him how he knew about this Corroded Coil that CHW was telling me. They told me that was just a mechanical failure and he never told them about any Corrosion on the line. I ask them what kind of information was provided to CHW and he told me that was not a written report and just answer a few questions and sent two pictures for them to evaluate the problem. Important to mention that neither of those two pictures have any proven of Corrosion which was the First reason given to by CHW to deny the service. I wonder how many services CHW have been denied to Customers through the years when asking for service a few days after the service was cancelled or when payment was not received on time. I believe will be very interesting to see the results if the [redacted] of the New Jersey office will ask CHW to produce that kind of statistic. I am sure the investigation will prove that most of them if not all of them will said “the Policy expired due to non-payment” etc. and your claim is denied. Using the same analogy is impossible for a CHW to deny service when requested under the legal time of the policy.

When I call back I was given a different reason, this time they chance the story about the Corrosion and I was told because I requested service only two days after the first month period of warranty and because of that “was an existing condition” and they denied the claim again.

Very important and irritating to mention that the second denial was followed by a sarcastic mockery of the Supervisor of Customer Service (today 09/04/2014) trying to insinuate I was stupid for trying to put a claim for this kind of service only two days after the service began to be legally effective. Also relevant to mention I can proof the A/C unit was working fine just a few days or even day before I requested the service.

In a-none professional matter (which may also constitute and intent to Fraud) customer service told me today “the repair service company should never told you nothing about the problem with the A/C units and because of that they will not receive any more businesses from us”. This is an intent to intimidate Service Companies to hide or never comment with their customers the truth of the problem. We will see what the law have to say about thisDesired Settlement: Fix my A/C unit as expected under the existing warranty

Business

Response:

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 Air conditioning placed on 09/01/14. Upon diagnosis, the service provider stated that the condensing coil is severely corroded and is leaking Freon. Your policy start date was 8/31/14. This failure cannot have developed in the small time that your policy has been active. Unfortunately, CHW policy does not cover failures that are Pre-existing to the policy. CHW policy also doesn’t cover failures that are due to rust and corrosion.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 are not 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.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.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

Consumer

Response:

Review:[redacted]

I am rejecting this response because:the service provider that came to our house told me that they ever make that comment about the coil because they never open the line to do any further checking.

Regards,

Business

Response:

We apologize for your frustration in regards to this claim. The service provider assigned preformed a leak test on the system which detected a leak on the condensing coil. He stated that the coil is severely corroded which caused Freon leak. Unfortunately, Rust and corrosion failure are not covered under CHW policy. Rust and corrosion failures can not take place in 48 hours, making this a pre-existing failure as well.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,

Review: Choice Home Warranty sent [redacted] A C & Heating in Houston, TX out to rep[redacted] the my upstairs AC. It was very obvious the young man they sent out lacked a lot of knowledge rgarding AC repairs as he kept having to text or call in to inquire about the repair. He checked the fuse and saw that it was blown. He then went outside to manually check the fan by pushing the relay to the fan. He then looked at the wiring leading to the AC unit. He stated that the wire had obviously been chewed on by an animal or our dog. I mentioned to him that the dog was a new dog to our property and was not here prior to the incident. He then said it could have been from any animal either way, the warranty would not cover it. I later had the wiring repaired as suggested by the technician, and the AC still does not work.

I called CHW to let them know that they wiring had been repaired and I would like a second opition on the rep[redacted] services because it was apparent tht the wiring is not the true nature of the issue. I also informed of how the tech operated. Therefore, I wanted a second opionion and a more thorough evaluation and rep[redacted] service. Upon calling [redacted], the CHW Rep, [redacted], informed me that they woudl be sending out a another technician out eventhough they have not received the tech report. However, when I called [redacted] top reschedule I was told that CHW denied the claim. I called CHW back to see what the issues was. After finally getting a hold of the Head Manager, [redacted]. According to [redacted] is rep id # is [redacted]. [redacted] was very very rude and unprofessional as a Manager. So I asked to be contected with the Corporate office or his boss. [redacted] informed me that neither Corporate nor his boss would speak to nor respond to me even if I were to call, e-mail or write a letter. The mangaer placed me on hold several times for long durations. hDesired Settlement: Due to the following issues I would like a refund of the $45 for the service fee and either have my AC repaired or completely reimburse me for my policy.

Issues: An improper and inferior repair, inappropriate behavior by customer service personnel, customer service failed to provide the appropriate and professional assistance

Business

Response:

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 .

We regret your frustration with the outcome in regard to claim # [redacted], for the [redacted] conditioning unit not coming on. However, upon review this is a non-covered item as described in Section F. Limitations and Liability of the Term of Agreement:

8. We not liable for rep[redacted] 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. HWA 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 [redacted] conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.

CHW has agreed to refund the customer $135 and cancel the 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.

Review: I BROUGHT A HOME WARRANT FROM CHOICE HOME WARRANTY EARLIER THIS YEAR. I WAS TOLD AT THAT TIME THAT THE WARRANT COVERED EVERYTHING IN MY HOUSE EXPECT FOR THE SEPTIC SYSTEM WHICH WAS EXTRA. I PAID FOR THE EXTRA SEPTIC SYSTEM COVERAGE. IN OCTOBER I REQUESTED SERVICE FOR A BROKEN ICE MAKER. AT THAT TIME THEY REQUIRED AN EXTRA $35 FOR SERVICING THE ICE MAKER. I TOLD THEM THE SALESMAN SAID EVERYTHING WAS COVERED UNDER THE PLAN I HAD. I ASKED TO CANCEL THE CONTRACT AND HAVE MY MONEY REFUND. THE CSR TRANSFER ME TO A SUPERVISOR WHERE SHE WOULD SEND A SERVICE PERSON OUT AND FIX THE ICE MAKER. LONG STORY SHORTEN IS AFTER THREE TECHNICIANS THEY DENIED THE CLAIM TELLING ME I DECLINED THE COVERAGE FOR THE ICE MAKER. I THEN REQUESTED MONEY BACK WHICH THEY DECLINED TO REFUND.Desired Settlement: COMPLETE REFUND BECAUSE THE SALES PERSON WHO SOLD THE COVERAGE TO ME SAID EVERYTHING IN MY HOUSE WAS COVERED. WHICH WAS NOT. AND IF THEY WEREN'T GOING COVER THE REPAIR THEN WHY WOULD THEY SEND A TECHNICIAN OUT TO FIX THEY PROBLEM.

Business

Response:

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. Upon review of your policy, I do see that you had an issue with your icemaker but unfortunately per our policy Section D. Coverage # 3. KITCHEN REFRIGERATOR, you will see in the exclusions that we do not cover ice-makers. We did offer to provide you with a technician to look at the ice-maker but there is nothing in our policy that would provide this coverage to you.CHW would not be able to provide you with a full refund due to Section L. Cancellations, CHW has paid out $105.00 for your policy and you would have to pay an administrative fee as well as the funds we paid out. CHW has already processed your refund and provided you with $171.65 which is the correct refund amount.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: you agreed to pay the claim in the beginning. It was only after you found out how much it would cost to fix that the claim was refuesed. If you weren't going to fix it then why would your company send the repair men out. It was only over the man made his diagnostic that you refused to cover the claim.

Regards,

Business

Response:

Mr. [redacted],If you place a claim with our company, we will send a technician out to the home to diagnose the system. We inside the office who take the claims and dispatch are not technicians; that being said we do not know what the issue is therefore we send out a technician to advise us of what the problem is. Once we have the diagnosis, it goes to the inside technicians and they compare the problem to the policy to see if it is covered.Any claim that you submit will be dispatched.We are not able to provide any assistance for this claim since you have cancelled your policy with us but we do regret your frustration and wish you the very best.Thank you,CHW