Choice Home Warranty

Review: On July 24, 2015 I called Choice Home Warranty (CHW) because on of my A/c zones stopped working. It took almost a week for a technician to come out to the home. The technician called CHW and stted that the compressor was bad and needed to be replaced. CHW denied the claim and cited lack of maintenance and never notified me of their decision. I called and found this out after several more days. They asked me for maintenance records for them to review to reconsider the decision. I purchased this home 10/2013, I sent them via fax as requested the records from 9/20/13 and 10/21/14 from [redacted] Services showing maint. visits with tune-up and filter changes. CHW called me and said I needed to resend the record from 10/21/14 because I stuck a note on the invoice and resent as requested with the note removed. Today I spoke with Jennifer who stated that the claim was denied due to lack of maintenance which is a bold face lie because the records were sent. I requested to cancel the policy and she transferred me to this rude white guy who said he never got the 2014 record which I know not to be true I got a fax confirmation that it was received again for the second time without the note. Then he stated there is no serial numbers on the maint. invoice the service address is listed. Then he said I need to check my home inspection because the A/c probably was not working which is not true. This is an bold attempt not to complete the repair that the contract stated it would complete. All systems in my home has been properly maintained and serviced since I purchased the property in 2013. I cancelled the policy as of today however that does not exempt CHW from completing the disputed repair on my A/c unit.Desired Settlement: I want an apology from the rude white guy who lied. I want my A/C repaired as per the contract.

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 claim, I do see that you had sent in records but it was one record from 2013 and this record did not show proper routine maintenance, it does not have model or serial numbers, does not either have operating pressures. AMP draws off compressor motor and testing caps and contactors.Per our policy, CHW does require all units to be properly maintained by the manufactures specifications. Please see Section 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 do apologize if anyone was rude to you, CHW doesn’t condone that type of behavior. We also are not able to move forward with your claim due to the fact that you have canceled your policy and this is a non-covered claim.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:When the disputed claim was made, my account was open! I cancelled the policy after the fact because of this company's dishonesty! They requested the maintenance records and the were faxed to them. After requesting that I fax the 2014 record again because I attached a note to it and I immediately faxed it as requested and again received a fax confirmation; Aaron the rude combative employee who identified himself as the manager claimed he didn't get ir, then went on to say that the records did not have the serial numbers of the units, just the service address. If he never received the documents, then why was he asking about the units serial numbers.It is clear to me that Choice Home Warranty practice dishonest business and if I have to get my attorney involved, I will. Choice Home Warranty did not uphold their end of the contract and that's the bottom line. They asked for records and they got the records they just simply do not want to uphold their scam of a contract! In addition, from the research I've done in preparation to take them to court, the average A/C compressor last 12-15 years, my unit is 23 years old and has lasted well past the average due to yearly maintenance. I am still angry and will post this issue on every website available warning consumers not to do business with this dishonest company.Choice's standard BS letter sent to you does not resolve my issue.

Regards,

Business

Response:

[redacted],We did receive invoices of repairs but we never received invoices of maintenance. What we received did not have any information that would be on a maintenance record, especially the model or serial numbers. It showed nothing about operating pressures. amp draws off compressor motor and testing caps and contactors. These are things that should be on a maintenance record.As stated before, since your policy has been cancelled CHW would not be able to provide any type of help for this claim. As per section L of cancellations, we waved the administrative fee and did not charge you for the claims that were paid.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. Thank you,CHW

Review: I filed a claim with CHW due to my cooktop stove burners not heating properly. The next day, their contracted repair company came and looked at my stove. The repair person could not figure out how to remove the ceramic glass for proper diagnoses. I asked him how long has he be working on appliances and he stated he really do AC units and licensed. I then stated so, you are not licensed to work on appliance and he stated he has been practicing for several years. After he finally removed the class, he inspected the burners and stated this is a common problem. He then stated he had to replace all three burners and then file the claim to CHW. After a week, I call the contracted company and they told me CHW denied the claim. I then called CHW and they stated they would replace with a similar stove as stated in my contract. After a few days, CHW called me stated they would offer me $300 to replace my stove. I told them that price was too low and I couldn’t find a similar stove for $300. CHW stated, we can give you $350 but, that is the highest they could go. I stated, I cannot find a similar stove for that price and I was looking while we were on the phone. CHW stated he could find a similar stove for that price and stated he would call me back with the color choices. He called me back the next day with two different model numbers but, the stoves wasn’t similar at all. This two had coil burners and not even close to my cooktop with ceramic smooth glass. I spoke to another person they transferred me too and he stated I can add money to the $350 and find a nice new stove. I stated, I just wanted mine repaired or replace a with a similar one and he said sorry.Desired Settlement: Either repair my stove or replace with a similar stove.

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 claim for your Oven, I do see that we had a technician out to your home to diagnosis the unit. We see that the technician stated that the 3 burners and control switches were burned out and the tech stated that this is a 10 year old unit and it would not be worth the repair. CHW did agree to provide a check to you in the amount of $350.00 to assist you with the purchase of the new unit. This is pursuant to Section F. Limitations of Liability #16 We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

I do not except their offer because, the product they are wanting to replace my oven with in not similar and has coils (see photo #1). The range I have is a cooktop glass top (see photo #2). My contract states they would replace my appliance with a similar item. There are numerous of similar cooktop stoves with glass tops on the market and the coils one is not similar at all.

Business

Response:

[redacted],Please see our policy Section D. Coverage 10. OVEN/RANGE/STOVE/COOKTOP (Gas or Electric; Built-in, Portable or Free Standing).INCLUDED: All components and parts, except:EXCLUDED: Clocks (unless they affect the cooking function of the unit) - Meat probe assemblies - Rotisseries - Racks - Handles - Knobs - Door seals – Doors – Hinges - Lighting and handles – Glass - Sensi-heat burners will only be replaced with standard burners.In the excluded portion of the policy, it does state that we do not cover the 'glass". Also, CHW states in the policy that we will replace for similar systems, but do not state that we can match exactly. In the case for your oven, since we do not cover the glass, we would not provide you with a system that has that feature.Regards,CHW

Review: I purchase a home warranty package from Choice Home Warranty on April 18, 2012 to learn that this company is nothing more than a rip off. On Friday, June 14, 2013 I placed a service call to Choice Home Warranty regarding one of my air conditioning units not working properly and requested a technician to come out. After the service guy came out I later placed a follow up call back to Choice Home Warranty and was informed that my claim was being denied because certain parts of the air conditioning unit they don't cover. I then placed a call to the service rep who I conference in on the call with Choice Home Warranty representative to explain and verify what he told Choice Home Warranty. The service technician commented that there was a small amount of rust at the bottom of the pan and that was normal for any unit. However, Choice Home Warranty Rep basically stated that was enough for them to deny the claim. The Rep also stated that when it comes to major repairs there are several questions they ask the service technician before they make their decision and the majority of the time claims such as mine are denied. Their representative was unprofessional and condescending with his comments. What a waste of money to use a company that is no more than a legitimate scam. Choice Home Warranty has been misleading from the beginning and in my opinion nothing more than a company that appears to be beneficial and useful resource to have obtained but after one experience with them they are worthless and costly. Click on below link to find several other customers who have similar complaints. http://www.complaintsboard.com/new_complaint/#moveerrorsDesired Settlement: A refund of ALL my money in the amount of $537.45.

Business

Response:

We apologize that you did not have a good experience. Unfortunately the claim is not covered. We will agree to a refund of $150. If you agree it will be processed immediately.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As

I stated in my initial compliant it behooves me to believe that a firm of this

magnitude would display such a level of unprofessionalism and candidness in

trying to resolve issues with their customers.

To date, I have paid into CHW a total of $573.28 in payments and feel

that the distasteful and disappointing experience I recently encountered warrants

a FULL refund. I entrusted CHW to be a company of integrity

and character although based on my recent encounter this appears not to be the

case. When I signed up with CHW the

company was eager to enroll me and I was delighted to become a new

customer. CHW assured me that the plan

that I signed up under covered ALL repairs

regardless if they were minor or major and never once disclosed that there were

underlying situations that would deny an approval request for such repairs. It’s also astonishing that the service

representative that came to my residence stated that he has even experienced

situations whereas CHW simply ignores his recommendations and tend to disregard

some service calls requests by simply never getting back to him regarding his

findings.

After

my ordeal, I began to do some research to learn of several complaints that have

been filed against CHW and now realize that I probably should have done some research

regarding CHW in advance before signing up.

With that being said, all I am requesting is that CHW do the right thing

and resolve the matter so that we can both move forward. Hopefully, CHW cares more about their

reputation and would rather comply with refunding me $573.28 rather than have

their reputation tarnished and viewed negatively by even one customer. I have always been told that customer

satisfaction means more than money can offer.

Review: Warranty provided as part of our recent home purchase. We made a claim for roof repair. Initially the service provider was a handyman without license or insurance. Customer service would not provide credentials of repairman. We decided to get our own repairman. Repair completed and paid for by Choice. Second claim was in June for faulty control panel on our furnace. The ac repairman never showed I called every day and he always said he was coming but never did. Finally he arrived on a Sunday evening. His truck had no company marking on it. He looked at the I exterior of the inside furnace. Checked the filter and then attended to outside unit. He said outside unit was dirty. He charged 100 $. And left. The next day unit still was not cooling. I contacted Choice and decided to use a local ac company that cleaned and maintained the unit for the previous owner. He found that the interior units control panel had failed. After holding with the authorizations department for over 25 minutes. My technician spoke with Choice authorizations while I was present. He was asked what caused failure he said he did not know for sure it just wore out. When I submitted my claim for $375.00 Choice home warranty declined and said technician said the unit was dirty and had not been maintained. I disputed this and told them I was on speaker phone with their company and my technician He never said that and furthermore he had been the one who had serviced ac 9 months prior. After my dispute Choice said the would reconsider if I could provide a checklist and receipt for yearly maintenance. This was another roadblock to make it difficult for me to receive the services I paid for. It is very clear that Choice is stacking the deck in its favor to fleece customers out of money.Desired Settlement: Approve repair of control panel

refund $45 service call for their repairman who was unable to diagnose the problem.and charged us $100 additional dollars for a fix that did not work.

A call from someone further up the chain of command than the customer service manager.

If maintenance records are required state this in paperwork

Also in reference to evaporator coils clearly state you will not repair. Or replace this item. I say this bc the only reason these coils need to be replaced is from normal use which inherently is caused by corrosion. Which is not covered.

Unless you are a well studied customers, you would not know this fact and are lead to believe they are getting coverage which is technically impossible. Because coils only fail from corrosion.

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 http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claims, we do see that [redacted] Heating Cooling and Plumbing was sent to your home to diagnose the unit and upon diagnoses they did advise us that they charged you for cleaning of the Duct as they were very dirty and needed to be cleaned on every level. I do believe that is the extra money is for but I will contact them to find out for sure if that was the case.In reference to your service call fee, I will provide a onetime free service call fee on your policy as a goodwill gesture for the technician. I do see that he took a while to come to your home then provide us with the diagnoses.As of today, 8/14/15 we are still waiting on our authorization team to review your records and they will determine if the claim is covered and if so, we will send you the check in the approved amount. Unfortunately, we do not have a determination.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Review: We contacted Choice Home warranty because we have a 3 year contract for our home to repair our appliances. Our central air conditioning was not working. We called August 26,2014 and reported system not working. They were to send a technician here on Thursday August 28 and the techs couldn't come that day. Showed up on Friday and supposedly fixed it at a cost of $1200.00. Choice home said this was all due to our not maintaining system and would not cover anything. P.S. system didn't work Friday night and we went away for holiday. Tues same tech couldn't come to us. Came Wed and thought it was fixed. No deal. Came home about 2 hours later and it was warm in house. Called him back and he said we need new system, because what he fixed did not solve problem Have made numerous calls to Choice and keep getting run around. They are Not Helping us. Now they want to send another tech to diagnosis problem. Another hot day without air. They are not receptive and are not helping or compensating us in anyway. They are an awful home warranty. We want our money back and want to be compensated for fixing our air conditioning. Can you help us? Please. We still have NO AIR. Choice claims they are supposed to help their customers to their satisfaction. Well they haven't and every time I call I get runaround and speak to so many people I can't keep track. We also took out a contract for our home in[redacted] New Jersey My sister also purchased 2 contracts for her home here in [redacted] and [redacted] New Jersey. Choice has made no effort to help us or the supervisor,[redacted] has not returned any of my calls. I still have no air and nothing has been solved from choice. Now I have to pay out of our pocket to have a whole new system installed. Our home is only 11 years old. Please help us resolve the situation with Choice Home Warranty in order for us to receive compensation and AIR CONDITIONING! Thank you for your assistance in solving this matter.Desired Settlement: Want to be compensated for all expenses paid to air conditioning tech for a new system and a complete refund on our contract for 4 houses. Considering the current heat wave it would have been appreciated to have been offered compensation in order to stay in a hotel rather than in our extremely HOT house. When I made this suggestion to Choice Home I was told under no circumstances do they do that.

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 regards to claim #[redacted], for your Air Conditioning system. Upon diagnosis, the service provider stated that your system has failed to due lack of maintenance. Unfortunately, CHW policy does not cover failures that are due to lack of maintenance of the system. Please see below:Section F. LIMITATIONS OF LIABILTY4. 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

Review: Purchased a Home Warranty on 9/21 with Choice. On 10/23 my washer (3 years old) broke. Fist let me explain the all of my appliances original manufactures are or have already expired and had a home warranty on my previous residence (AHS). I chose Choice because they were rated higher. The first company they dispatched was a no show to three appointments, I then called and asked for a different company. The service man came on Saturday 11/7, 2 weeks later! He was very pleasant and professional he said he had never seen an agitator shaft snap off like that before, the snap/brake in the agitator shaft would required the mechanical drive assembly to be replaced. The repair would be very expensive. He went to his truck to contact the warranty company regarding repair for authorization. They did not authorize the repair and asked that I contact them. I called and they told me the this was a pre-existing condition because the gears were worn. I then contacted the service man and he said that this was absolutely not a prer-existing condition. The contract states normal ware and tear is covered. The shaft broke the washer was working the day before and then broke causing other parts to need replacement. They are saying it is a pre-existing because after the waiting period of 30 days, two days after my full coverage began the washer broke. I purchased the warranty so I could have coverage for repairs or replacement, when something brakes, I didn't know that is would be considered pre-existing if it happened early into the contract.Desired Settlement: I would like to have my washer Repaired or Replaced. The service man confirmed that this was not a pre-existing condition. I can not determine when my appliances will fail and the coverage was in effect at the time of failure.

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 [redacted] Upon review of your claim, I do see that CHW has offered and you did accept a goodwill offer of $150 to go towards your claim for your washer. The claim was not a covered claim due to the fact that all units must come into the policy in proper working order. Your policy began on 10/21/15 and you placed your claim 3 days later. Please review Section A. Coverage #3, that does state that upon the start date of the policy, all units must be in proper working order. The 30 days that you have to wait for the policy to begin is the time that we expect all units to be checked before the policy begins. That time is also to ensure that you have read the policy and understand and accept, if not you can within those 30 days receive a refund for the full amount that you had paid. After the 30 days, you are no longer able to receive a refund since you are paying monthly ($40)for the policy therefore you are paying each month for that month.We are happy that we were able to assist you on this claim and that this matter is resolved.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have accepted but have not received the offer of $150.00 because it was that or nothing and $150.00 is better that nothing, however the consumers should know that they do not offer peace of mind by offering a high quality, easy and affordable way to protect valuable assets. My washer was only 3 years old and the shaft broke the repair man confirmed with me that this was not a per-existing condition, Because they believe that I lied about the washer breaking when it did after the policy was in effect for 3 days they did not mention the 30 day waiting period before the policy goes into effect. So I purchased the warranty because some some of the manufacturers warranties had recently expired and had used home warranty plans before. So I guess they should let consumers know that if something breaks soon after the 30 day waiting period they will find a way (for me saying my washer had a per-existing problem) not to pay for it. I replaced my washer will a modest priced unit $449.00 and a 3 year extended warranty. I wonder what they will tell me if something else breaks in my home. I will be recording the repair man when they come next time, because this one said this was absolutely not a per-existing problem. My washing machine was working up until the evening before I called in the claim.

Regards,

Business

Response:

[redacted] ,Our policy is online for anyone to view, CHW is not hiding our policy from anyone. It clearly states in Section A. Coverage #3 that all units must come into the policy in proper working order. It also states in Section F. Limitations of Liability #1 that we do not cover any known or unknown pre-existing issues. Pre-existing to the policy start date. No matter what the failure is, the unit has to be in proper working order the date the policy begins. Please take note of Section B. COVERAGE PERIODCoverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date.CHW is not making any excuses for the claim to not be covered, we are following the policy and do expect the customers do so as well.We have mailed out the check for the $150.00, this goodwill gesture is to satisfy this claim.Thank you,CHW

Review: I purchased a home warranty policy to include an ice maker. I have lived in the home for 8 1/2 months and did not have an issue with the ice maker. This month- July the ice maker would not shut off and continued to make ice and then it stopped making ice altogether. I called Choice to file a claim.

First they could not find anyone in my area that was in their network. This took over a week. They told me that they would take care of the cost minus the $45.00 service call.

I called a local company that came out and he replaced the ice maker. When we called choice the repairman gave him all the information choice requested and then I was told that it would not be covered as it was a pre existing condition. How they came to that conclusion I have no idea.

I had to pay out of pocket $267.72. I feel that Choice was deceptive. I had to pay extra for the ice maker warranty and they find a loophole not to cover it.

I have cancelled my policy with them.

I also had a claim on 2 toilets and they sent [redacted] plumbing out. The plumbing company only had an order to replace one. They had to come out a second time to replace the 2nd toilet. I asked them if my conversation was recorded so they could listen to my first call stating I have 2 toilet issues, but they just ignored me. I think Choice wanted to collect extra money from me.Desired Settlement: I would like to be reimbursed the money I paid out to Best Appliance Repair in the amount of $267.72

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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that began on 7/1/15, I do see that CHW was able to assist you with the first claim that you submitted for your plumbing in the amount of $163.00. I do see that your claim for the ice maker was not a covered claim due to the fact that the motor had internally wore out along with the windings. This takes time to fail and would not have failed within the time frame that you had your policy. Per our policy Section A. Coverage #3. States that all things should be in proper working order the day the policy begins. This unit was not in proper working order or it would not have failed within the 12 days of the policy.Please see our policy below: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.We do see that the policy has been cancelled and since you are no longer with our company, we are unable to assist with this claim.We do apologize for any frustration that this has caused you, per our policy this is a non-covered claim. We always urge our customers to read through the policy that was sent to you via email, mail or if you log on to your account you can view it as well as stated above online. Regards,CHW

Review: after contacting choice home warranty on several occasions to check a leak that I was having in my Home office down stairs they sent a plumber out. The plumber came out and checked and said that the leak was coming from the roof. I them contacted choice home warranty and explained what the service guy just said and they were nice about it and would send a roofer out and waive the service call fee. When the roofer came out he looked at the roof got down talked to the people that was doing my yard and left. The next day I contacted Choice home warranty to see what was going on and they explained to me that the leak was coming from my down stairs window seal. I just laugh and asked could they send someone out who knows about roofing. I customer service rep transferred me to the supervisor and she explained to me that the roofer wrote that the leak was coming from the window seal. I then explained to the her that that's not possible because the water is leaking from my ceiling and the window sits below the ceiling and the water leak is not in the area of the window. The supervisor went on to explain to me that since I have bay window that they are hung different that cause the water to leak in the ceiling I told her that is not possible because I do not have bay windows then they tried to explain to me that the leak was coming from the upstairs bedroom I once again explained to her that there is not water leaking in the room upstairs anywhere the only place that the water is coming in right below the roof over hang between the roof flashing. Choice home warranty have told me several different stories in order not to repair the leak. Also I made 2 different claims on my refrigerator and dishwasher and its the same ole story they do not repair what ever the problem is. So far I haven't found anything in the contract agreement that they do cover.Desired Settlement: I would like for them to honor their contract and make the repairs as promise and since the process have taken so long also make the repairs to my ceiling were the water has been leaking.

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 claim # [redacted] for your roof leak, our tech diagnoses was that the brick siding above the bay window is missing mortar and leaking into the bay window. This is not something that CHW would cover under our policy. This is not a shingle roof issue but rather an issue of a leak in the wall. Please see section E. OPTIONAL COVERAGE:6. LIMITED ROOF LEAK (Single Family Homes Only)INCLUDED: Repair of shake, shingle, and composition roof leaks over the occupied living area.EXCLUDED: Porches - Patios – Cracked and/or missing material - Foam roofs - Tar and gravel or metal roof - Cemwood shakes - Masonite shingles - Flat or built-up roof - Structural leaks adjacent to or caused by appendages of any kind – Downspouts Flashing – Gutters – Skylights – Decks - Patio covers - Solar equipment - Roof jacks – Antennae - Satellite components – Chimneys – Partial roof replacement - Preventative maintenance.NOTE: If roof must be partially or completely replaced to effect repair, this coverage does not apply.You have already spoken to one of our supervisors and advised us that you were going to get your own tech to give us a diagnosis. Once you have that diagnoses, please have the Provider contact CHW to see if their diagnoses is different than what we have from ours. If it is a different diagnosis, CHW will place back into review and have the claim reopened for re-evaluation. 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: AS I have explained before to CHW the write up from their tech is probably for the wrong house. I have called and spoke with the supervisor telling her that I do not have a bay window so it not possible for a window to leak that don't exist. If CHW would have only taken the time to send another Tech out we could have had this issue resolve nearly a month ago.

Regards,

Business

Response:

Dear [redacted]:We are very sorry for your frustration with this claim. Our service provider explained to our internal technical team that the issue was caused by the flashing against the brick above the window. The window was leaking and needed to be resealed. Unfortunately, if this was a mistake or misdiagnoses we would have needed to have a second opinion as we requested you to provide. Due to the fact that your policy with CHW has been cancelled, we are not able to assist you with this claim.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: as I notice by the other 300 complaints to the Revdex.com about CHW YOU FIND EVERY REASON not to perform the service you so guarentee. I now have the roof fixed not the window and by the way the flashing is part of the roof. No further assist or comunication is required between me and CHW.

Regards,

Review: I purchased a home warranty policy through Home Choice Warranty on August 14, 2015. I called to make a claim on Monday, October 26, 2015. The claim was due to my pool pump making a very loud noise that caused me to have to turn it off completely. I know very little about pools and pool pumps, but did know that I could not run the pump while it was making that noise. A technician with [redacted] came out on Thursday, October 30th to inspect the equipment. I paid them the $45 payment that was required. I received an email to call Home Choice Warranty later that afternoon. They told me my claim was being denied. A woman names [redacted] (ID [redacted]) explained that the damage was pre-existing even though she could not explain why this was the determination. She eventually hung up the phone on me in mid-conversation. I then called [redacted] and spoke with the tech that inspected the equipment, [redacted]. He told me that Home Choice Warranty told him that I had only had my policy for a few weeks and therefore they would not be honoring the repairs. I then called Home Choice Warranty back and asked to speak to someone in upper management. I spoke with [redacted] (ID [redacted]) and first reported [redacted] conduct. [redacted] apologized and said she would be spoken to about the incident. We then spoke about the report that was submitted by the Home Choice Warranty techs. They said that the pump would have taken 1-2 months to completely go out. MY argument is that I've had my policy for longer than that, even if you remove the 1 month "waiting period". The report stated it could have taken a month. My complaint came 6+ weeks after the waiting period. [redacted] offered to refund my policy 100% (without the prorate) but I do not see that as a fair settlement.Desired Settlement: To repair the equipment as per the local technicians guidance.

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 [redacted]We do apologize if our employee was in any way rude to you and she will be spoken to about this claim and this call. CHW does not condone that type of the behavior and again we do apologize.In reference to your policy that began with us on 9/14/15, your claim was placed on 10/26/15, per our policy CHW does expect that all units are in proper working order the day the policy began. Please see Section A. Coverage #3. As [redacted] explained to you that this part would have taken longer than a month to fail and your policy had only begun on the 14th of September. CHW has offered you a full refund of your policy and if you would like to accept this offer, we would be happy to provide you back with the funds.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policy. Respectfully,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:My equipment was in working order, per my conversation with [redacted]. You said it would have taken "over a month" to fail and my policy was in fact in place for over a month.I"m uncertain as to how you continue to state that September 14th to October 26th is not over a month.

Regards,

Business

Response:

[redacted],Per the conversation that we have had with our inside technician's which [redacted] is not, this failure could not have happened within the amount of time you had your policy. CHW had offered you a full refund for your policy since you disagreed with our decision and hence our policy but you had declined.There would not be anything further we could do for you at this time.Thank you,CHW

Review: My heat pump is making a terrible noise when the heat goes off. I filed a Claim with Choice Home Warranty and they assigned the claim to Toms Commercial Refrigeration & Air. Some one from this company cam out today, 1/14/16, and diagnosed the problems and called Choice Home Warranty to obtain an approval to accomplish the work. Choice Home Warranty denied the claim stating that the contract did not cover the parts needed to repair the unit. I contacted Choice Home Warranty and spoke with both a customer service representative then to her supervisor. In both conversations, I was told that the contract EXCLUDED the parts needed to repair the heat pump. I acknowledge that Valves is Excluded; however, item # 5 Includes "All components and parts necessary for the operation of the heating system". This valve that is bad is necessary for the proper operation of my heat pump. Another problem was the condenser motor that runs the fan on the outside unit. They did not give a reason why this problem was denied and I don't see it in the EXCLUDED list. I paid $420.00 for one year coverage. They advertise "why pay for repairs anymore or words to that affect. My question is why do they take your money and don't cover an item when it needs repair?Desired Settlement: Either reimbursement for what I paid for one year coverage or repair the unit.

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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do show that the claim was not covered due to CHW not covering the thermal expansion valve which would be something that your unit needed to be replaced. This item is not a covered item in our policy. Please see Section D. Coverage #4 Air Conditioning under excluded states “ thermal expansion valve.” Also you can see in section D. Coverage #5 Heating Systems states “VALVES” are not covered.We did explain to you on 1/14/16, that the reason for the claim not to be covered was due to the valves.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the 30 days that you have prior to the policy’s start date. This time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want. Lastly, these 30 days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.Sincerely,CHW

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.

Review: This company is total rip off. They do everything they possibly can to avoid paying for any repairs. Their customer service is the worst in that I can never get the same person on the phone twice. I'm talking about managers who understood the situation but I had to explain the same story over and over to all new people. They had no compassion whatsoever or desire to even care about you as a customer. And I asked about cancelling the service and although they said that the contract would be prorated, although I had 5 months left on my contract, they said that they don't owe me anything because they had to pay a claim once for about $90 or so, and along with the cancellation fee, there would be no money left to refund. Now as far as I know, money paid while under a plan has no bearing on the money due for cancellation. Just all in all a really bad company. I would NOT have them as a member of the Revdex.com who I have always respected.Desired Settlement: Ultimately I would like for them to repair my ac unit but I don't think that they will. I would my premium to be prorated and they should owe me $41 for 5 months

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 account, it appears that we have paid out a total amount of $297.50. If you chose to cancel your policy with CHW, we deduct that amount plus the early cancellation fee of $50.00. You paid $41.67 a month for the past 7 months, this would bring your total of refund to a negative 139.19. You would not have to pay CHW this amount but you would not be entitled to a refund.The cancellation fee is noted in our policy in 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.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. Thank you,CHW

Review: I picked Choice Home Warranty to get a plan from they took the first monthly payment of $42.17 from my debit card on 12/21`/15 and I received a copy of there contract in the mail in the contract it said to read all of it which I did. I called them with some questions which they try to answer and said it was in there and I did not agree with and I told them to send me a email saying that they would install all new Air Conditioning and heating they replaced. They said they would within 24 to 72 that was on 12/4/16 they never sent in so I cancels today and told them to put the refund back ion my debit card. I received a email right after my phone call that said it was canceled but I would not receive no refund the plan was not in affect until 12/21/16 which is 30 days. And that is stated in there contractDesired Settlement: That when they tell a new customer they are going to do something do it

Business

Response:

We apologize for your frustration, we do see that you had requested to cancel the policy and we do see that you have been refunded the amount that you paid to us, $42.17. This was completed on 1/13/16. We do regret your frustration and that you decided to cancel with our company. Thank you,CHW

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.

Review: I established a contractual agreement with Choice Home Warranty 9/7/15 at which time I specified to them what my expectations as a customer where and what I wanted out of my home warranty. The call was recorded and the person I spoke with assured me that I would be able to select my repair person if I chose and that if at my appliances needed to be replaced Choice would replace them with NEW appliances. These new appliances would not necessarily be the same brand, color, equal price but would operate in the same fashion as my broken one. Our Electrolux dishwasher went out and today 11/6/15 a repairman from TEARS an appliance repair company Choice selected came to assess the issue. The motherboard and other issues were found. I received a call today 11/6/15 at 5:13pm from Choice requesting a return call to discuss the issues at [redacted]. I returned the call and spoke with [redacted] a supervisor who advised me that Choice declined to make the repairs (to a repairable item) due to the cost instead they opted to give me a check in the amount of $260.00 without offering to replace the item. [redacted] became unprofessional stating that regardless of what the intake representative told me when I purchased the home warranty I should have researched their company and not taken the intake's information as accurate. She became unprofessional and rude. [redacted] stated that even if he misled me or outright lied they are not liable. I demanded a manager after emphatically stressing that $260.00 could not even buy a used dishwasher, [redacted] placed me on hold and came back offering to NOW either replace the item with something from their selection of stored dishwashers or increase the cost to $310.00. I still demanded a manager at which point Les the manager came on the line arguing with me that I was wrong for not simply accepting the check for $260.00 and that NO other customers had issue with the meager amount they wanted to pay although it is less than even retail value.Desired Settlement: I want either MY dishwasher repaired properly or I want a NEW replacement with instillation included.

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 claim for your dishwasher, I do see that CHW had offered to purchase you a new unit rather than sending you out a check for $310.00. I do see that you did call back and accept the check as well. We do apologize if anyone in our company was rude to you in anyway. CHW does NOT condone that type of behavior and they will be spoken to about this complaint. CHW has offered to provide you with the funds in lieu of repair as stated in the policy in Section F. Limitations of Liability 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.We do apologize that you are not happy with the amount that we have provide to you and if you would like for us to purchase a new unit for you, we would be happy to do so but we were advised by the technician that a repair would not be worth the money as the unit is not in good condition. We do regret your frustration with this claim however, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Business

Response:

[redacted],Since you are not happy with the amount that we have already provided to you, to save you time we are willing to provide you with an extra amount of $150 that would be a total of $450 towards your new unit. When CHW does purchase a unit for the customer it is always a new unit, we do not provide refurbished. If you would like the extra funds to be sent to you , please advise us and we will do so. If you would like for us to provide a unit, we would have to have our purchasing department find a unit that is similar to yours. Please note we do not match for color or brand. We look forward to your response.Thank you ,CHW

Consumer

Response:

[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.]

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,

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.

Review: Account# [redacted] Policy HolderClaim #[redacted] Date Opened: 12/09/13 Washer: Stopped working Date Resolved: Unresolved as of 3/10/2014 On the average my claims are being resolved in 4 weeks or more. This particular claim to this date has not been resolved, its been over 4 months and they now refuse to resolve the warranty issue by cutting a check when I finally stopped payment. They claim that they cannot process the check unless the account is active even if the claim was opened while my account was in good standing. The last monthly payment stopped due to a change in my credit cards expiration date. I have a record of all transaction between CHW and I, which is stored in their website. I created and stored a copy of all the claims as proof of their inefficiency. It can be made available to all who wants it. Contact me at [redacted] if you want to see the details and proof.Desired Settlement: I would like re-imbursement as per the contract for the new washer I purchased in replacement of the old one that CHW could not fix. Upon receipt of the reimbursement I will update my credit cards expiration date to reinitiate this policy. If this is not settled in this matter, I will have no other recourse other than to take them into the litigation process.

Business

Response:

Dear [redacted]:I am very sorry but our system does not allow us to release funds if the customers account is past due. I have looked into the account and the check was scheduled to be sent out tomorrow but there has been a hold because it is passed due. Please have your policy current, and we will be happy to send you the check.Best regards,[redacted]CHW Customer Advocate

Consumer

Response:

Review: [redacted]

I am rejecting this response because: If I choose not to continue my business with this company, they have to accept my claim since the claim was processed 4 months ago when the account was and had been in good standing.

Regards,

Business

Response:

Dear [redacted]Thank you for updating your policy, I do see that we have mailed the check out to you. Please let me know if I can be of anymore assistance to you.Best regards,[redacted]

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!

Review: The Owner of [redacted] Heating and Air came out the week of July 4th and was so helpful. He stated Choice really does not cover too much but he would talk to them for me about replacing a fuse and another part…He said they did cover those 2 but then apparently the system was still not working and he stated I would need a new “MOTHER BOARD”. He “said” over the next 24 hours he was trying to get Choice to cover the cost ($400). After showing much concern and going to bat for me with Choice in the end they would not cover it. I ended up paying out of pocket $400 in cash. Everything worked until November when the heat would not come on. I actually contacted the Man from [redacted] since he was the last one there. He was more than willing to come out and help. He showed up in a shiny new work van with his company name on it. He looked around and said that the issue was something else he was sure Choice would not cover and that he was also no longer doing work for Choice. He also offered me a whole new system for 600 bucks! I am a single Mom and clearly did not have 600 bucks. I thought I would play it safe and contact Choice and make a claim. The tech sent out 11/15/14 was very helpful as well. It took him forever to figure out what the guy from [redacted] had done. He said my system does not have a “MOTHER BOARD”. No Mother Board would mean [redacted] had robbed me of $400 and had the audacity to come to my home and rip me off again with the “NEW” system for 600 bucks! At this time it was already 5 months later and I did not have a receipt and knew there would be nothing I could do about it and took the loss. After much investigation and reworking of wires and a small part replaced, the Man on 11/15 was able to get my heat going perfectly. Now it’s August 11th and I noticed the A/C was not cooling as it should and contacted Choice who then sent out a man named Brandon owner of [redacted] Heating and Air. He came out on August 13th (2 days later) and said the outside compressor needed to be cleaned…he cleaned it. He also said the duct work needed to be fixed…another claim was put in for that. Choice sent another tech out but would not cover the duct work. August 14th I returned home from work to a house at 86degrees…A/C was not working AT ALL. I contacted Brandon and did not get a response until August 15th and he came out that evening…He said the Evaporator coil needed cleaning too. I hired him to clean it as well and it took him another 3days and cost me 300.00! Hottest time of the year too! I was still patient even though my daughter and myself both have Narcolepsy and could not get any sleep in the heat. I also have my 68 year old Aunt staying with me and my 3 doggies….it was HOT to say the least! On August 18t, I get home from work and its 87 degrees at 9:30pm once again. Brandon did not come back until the 19th after 6pm at which point he stated the coil had a leak and needed to be replaced. He did give me my money back for the coil cleaning since that was ANOTHER misdiagnosis. However it took him until August 24th to get back with me and let me know Choice would not cover the coil replacement. I then agreed to pay for it myself and have him install it. He wanted me to contact a man he knew and finance an new system but that man’s company ID did not work when I called the finance company so Brandon began installing the coil on the 25th! It took him till August 26th at 9pm to finish. At that point he had quoted me 730.00 before installation and then told me it would be another 200… Anyways September 6 comes along and the system froze once again. I sent Brandon a message he did not respond until September 8th. He showed up September 11th and said there was a leak…. It froze again the next day September 12th and Brandon said, and I quote “ Time for an upgrade. If I can fix this leak then another will sprout up somewhere else. You can keep the coil because it’s new but the lines and condenser will have to be replaced. Unless someone can find and seal that leak.” He also said he would report it to Choice and get back to me with the results. I did not hear anything else from him so I contacted Choice and they stated he would need to contact them and there was nothing they could do because he did the work. I then put in another claim. Choice sent out a different company. This man Tony came out the very next morning on September 15th and stated the coil was not installed correctly and all the coolant was leaking because of it. He did not want to touch it because he stated [redacted] had to warranty their work and he would need to come fix it. I paid Tony the 45.00 Co pay. I contacted Brandon AGAIN. Brandon stated, I quote “that’s a lie. If that’s the case we wouldn’t have ever been there because someone else installed it. But Choice doesn’t send nor pay me for work orders anymore. They send me no calls and haven’t paid me so it will all come out of my pocket. But yes it is covered by them, I just don’t have it.”

So the moral of the story is Brandon refused to come back out and fix the work he had done. I ended up having Tony come out and fix it and replace the coolant which cost 380.00 on September 18th and he was kind enough to charge me a flat rate of 300.00. In the mean time I had spent hours contacting Choice who repeatedly stated they could and would do nothing since I decided to have him install the coil. Is this not who I was to use? They sent him to ME! I told them this was the 2nd supposed to be “Professional” they have sent me that had literally ripped me off! It is unbelievable they would do absolutely NOTHING. 2 different MANAGERS said they would contact the technician and call me back….NOTHING. A Manager called me (Lady) on 9/16 regarding the issue and stated she needed the tech that was out on 9/15 (Tony) to contact Choice and report his findings (Coil was installed incorrectly). And she would also contact the Original Tech Brandon (Owner of [redacted] Heating & Air) then make a decision on what Choice can do to help me. She never called back. I called again on 9/17 and ended up speaking to a Supervisor or Manager (Sam Ext 8217) at 9:30 am who also stated he would return my call and DID NOT. I didn’t even get a follow up call or an APOLOGY from Choice. But they are still deducting their monthly payments. I feel that CHOICE needs to take responsibility for the contractors they are hiring. I feel they also should have made sure my A/C was working in a timely manner and not only followed up but covered the cost of the coolant in the end since the issue started with CHOICE. I had partially working A/C when I called CHOICE then I had 0 A/C for the most part of the SUMMER in TEXAS. HORRIBLE CUSTOMER SERVICE.Desired Settlement: I want Choice to refund my co pays for sending our [redacted] (who ripped me off for 400.00) as well as the co pay for [redacted] (who made my ok A/C NO A/C) and the co pay for Tony and for the coolant I had to pay Tony of 300.00 in the end because of the incompetent technicians sent before him. I would also like to be refunded for the coil since it is likely it was not even needed.

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 http://www.choicehomewarranty.com/user_agreement.php . We have reviewed your claim for your AC and do see that we advised you that CHW would not be covering the cost of the repair. You chose to use the technician that came to your home each time and per our policy, Section F. Limitations of Liability #19 states that CHW is not responsible for the negligence of the technicians. This was a non-covered claim and since you chose to use the technicians that came out, you are responsible for the issues that arose. If this were to be a covered claim or not, we are not responsible for the technicians as they do warranty their work for 90 days.We do see that you placed 3 claims with us for this unit and all 3 were not covered. As a goodwill gesture we have placed 2 free service call fees under your policy for any claims that you have for the future.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

Review: Along with my mother in law, we have a home warranty for our home at the address noted. Over 50 days after the purchase date, (contract term 8/615-16) our A/C compressor went out (9/23). We contacted Choice, a tech was sent (9/24, who stated that Choice was one of the worst companies to work with and that they would most likely try to deny our claim) and Choice then requested our maintence records. I sent them paperwork showing we had our ductwork cleaned, treated and pressure checked by Allergy Free Air on 8/14. In addition, my husband is a certified tech in commercial kitchen and residential appliances, working for both [redacted]. He regularly checks and maintences our household appliances. They in turn on 9/25 denied our claim stating the denial is due to lack of maintenance. The rep (Kristen, similar to my own name) stated she would need a years worth of maintence records, that typically three years would be required, and that if we had maintenced our A/C that we should have no problem supplying the records. I read to her from the coverage booklet provided by Choice that we had completed maintenced according to manufacturer's specifications, supplied supporting documentation and that the coverage booklet doesn't say I have to provide records to them. She stated that the claim couldn't be paid because when there is a short to ground (which is not what our handwritten invoice from their tech, [redacted]) it is a specific failure that occurs from lack of maintenced or electrical event. I asked her where that was in my warranty booklet, and she said it wasn't there and that it would not say that specifically but that it is up to Choice to decide if it falls under the warranty description and that it is their decision that it falls under lack of maintenence.citing the recent compliance req: Chioice rep itself as a warranty, requested maintenance records in their initial review of our claim,breach contrDesired Settlement: We demand they follow though with their agreement and repair and/or replace the compressor and whatever components are required to fix our A/C unit. We also request that no additional service charges are made since we have already paid the initial fee as indicated in our warranty.

Business

Response:

We show that on 9/28/15 a goodwill gesture was offered to [redacted] in the amount of $200 to assist with this claim. We show that the customer did accept and was happy to have the assistance. We do apologize for the frustration with this claim and even though we have provided assistance with $200, we have also added a onetime free service call fee to the policy.Thank you for your feedback and we look forward to assisting you with future claims.CHW

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.

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.