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:
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.

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,

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 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

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

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 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,

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 .

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.

I had a plumbing problem and Choice warranty responded. When the blockage wasn't resolved after the first try the plumbing company kept working until the blockage was resolved.

I have been a customer for three years and I have received outstanding service from CHW. I have had an air conditioner, heating unit, washer, dryer, ceiling fan replaced and help in securing a new dryer when my old one could not be repaired. Their staff is most professional and they immediately found a contractor to take care of what need I had at the time. They also responded quickly to any question I had by phone and e-mail. I have saved quite a bit of money being their customer.

Technician came to my house to check out my A/C and was informed all he could do was charge up the system, however, if I wanted a leak check then I would have to pay $80.00 and if he found a leak he would have to take two pictures of the unit and submit it for approval. He said 99% of time Choice Home would not authorize it by stating the unit was poorly maintained. This decision was being made on basis of two photos not that of the technician who is on site and mostly better qualified to determine whether or not it was poorly maintained. The technician said that he did not see anything that I had done wrong.
I cancelled my contract that day and was told I would see a refund within 3-5 business days. However, the email they sent to confirm the cancellation stated 15-30 days for a refund. I immediately sent a reply to this email stating what I had been told and their reply was it was processed and that my bank was holding up the process. I then requested the date that they submitted the refund and and got a reply saying 7-10 days to process. However, it has no been 8 days and still have not gotten the submission date for the refund or the refund.
They take your money immediately from the credit card, but can not manager to refund you in a timely manner.
I have cancelled orders placed on my credit card and the refund has always been received with in 3-5 business days.
Therefore, I draw the conclusion that this company is nothing more the scam.
If I do not receive my refund credited to my credit card by 10/7 I will then call my credit card company and charge back the entire amount of the charge for non compliance and failure to deliver.

These guys are a total scam. They'll come up with every excuse to deny a claim. My favorite is "unknown pre-existing condition". That pretty much could be used to opt out of anything. Many of the contractors they assigned to claims wouldn't even accept their work requests. The ones that did were unreliable, unprofessional and did poor quality work. (I've discovered that good contractors don't need to use a resource like CHW to get work. Only the losers do.) Don't waste your money on Choice Home Warranty!