Choice Home Warranty

Review: I bought several home warranties for each of my houses. Each time I have had a claim they come up with excuses it is not covered. I had an ac go out and they said it wasn't covered bc I never serviced them I said that is not true and I provided them where the service had been done once every 6 months. Then they say they couldn't read the scan. the then I emailed them, can't read them so I copied and mailed them to them. I called several times and no return calls. My husband called and they told him it is not covered not bc it was not authorized. I called it in and they called the service guy out. He told them the compressor went out. This is Aug in Fl with my renters. The service guy called bothof us and said they do not make that product any more and you can't change out just one park of the AC because CHW will not cover mixed AC equipment. It had to both be by the same manufacturer. I had Trane. They also do not use that Freon anymore. It had to be changed out per their service guy. Now they will only pay 400.00 towards it only after I call to get a refund on all of my houses. I paid 3 years in advance on all of my properties. They refused to cover another one I had in Atlanta. They told me to read the fine print in the middle of a paragraph that has nothing to do with the AC. It says the most they pay is 1500.00 ever! that is not what they told and sold to me. For my 4,000 dollars I could have paid for the AC myself and not lost the money. I want a full refund minus the money they said they would pay me. They are liars and they scream at you and hangup on you if you try to argue with them. Very disrespectful company. They only take your money.Desired Settlement: I want my full refund minus what claim they paid on a partial payment. People need to know about this company.

Business

Response:

Upon review of your policies I do see that we have assisted with your AC claims on a few of your policies. I do see that on one policy we advised you that we do not cover routine maintenance for the units. As we do state in our policy in Section F #12. I do see that on one policy we did provide you with the full amount of $1500 that we provide for the AC claims. Please contact our cancellations department if you would still like to cancel, we do regret any frustration and hope that we can assist with your claims to your satisfaction.Regards,CHW

Consumer

Response:

I am rejecting this response because:I had to prove I had regular maintenance on them it took months of fighting and I was told when I bought all of my policy's for several of my houses that the Ac was covered and you would replace it. That did not happen. You settled with me for 1500.00 out of the 3,900.00 I paid out of pocket. We also called 3 different times trying to get someone out to service it. I had to call around and find a AC company that would come out. Most said they would not work with home warranties.The second house we used your guy and the compressor was DEAD as he called it. He called it in to you and said they do not make that AC anymore and it would have to be changed out because of they type of Freon it used and you can't change one unit without doing the other unit. This is according to your book. It would not be warranty if you mixed and matched units. He spoke with your people and was told it had to be replaced. I said if it's broke than it has to be replaced. So AGAIN you said I have not had it serviced and that it was not covered so again I scanned all my service records and sent them. Then you said you could not read them. Weeks go by and I hear nothing. I call again and you said you didn't get them. I emailed them again and them put them in the mail to you. So you should have several copies of all the service I have had on them. Then after months of arguing with each of your people that answer the phone and put you on hold forever you come back and say it was never approved. So now that is your newest argument. That the guy never got approval for it. You called him. It was broke. He fixed and you refuse to pay again. I have asked for my 4,000 that I have paid to your company to be reimbursed. The pain and suffering and time spent trying to handle my claims and me paying for them and not getting reimbursed as your company claims is a lie. You defraud people out of there money. Please just give me my money back!!

Regards,

Business

Response:

CHW has provided you with the max amount that we pay out for claims of this kind. Please see Section G. Mediation #3 Any and all claims, judgments and awards shall be limited to actual out-of-pocket costs incurred to a maximum of $1500 per claim, but in no event attorneys' fees.If you would like to cancel your policies you would have to follow our policy Section L. Cancellations that states:This 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. CHW cannot refund you a full amount of what you have paid since we have paid out on claims. The only way a customer refunded in full is within the 30 days of the policy's start date, before the policy begins. This is the time where we expect our customers to read the policy and ensure that all the units are in proper working order.Thank you,CHW

Review: I subscribed to Choice Home Warranty to act as coverage for my home. I have had I believe 4 claims, first one related to a toilet problem and I called the two companies that thye provided me and both said they were to far away to provide service. I called Choice home back and they did not have any others list so I gave them three names and number of local people, chw said they would call me back after a period of time I received and email and a man came out froma city over an hour away. 2nd claim was on a dryer and thye did dispatch someone that did a good job, third claim on a washer they sent same company that did the dryer, repair man said washer shot, chw sent me a check for $330.00 which would not replace or repair the washer I footed the difference out of my pocket. 3rd claim was on a A/C they said they would not claim as I had no service paper, because I service the unit myself they said that does not matter. The tech they sent out said to me everything looked good, better than most and that there was a Freon leak. CHW did nothing on this at all, not even repaired it. I filed the next claim today a plumbing leak, I call at 830 am eastern and I received an email saying they were sending to home office for dispatch and as of 107 have heard nothing, my claim is that they have no service reps in this area and are charging fees for service they do not have reps to do work. I was looking for a company with the security of knowing I was covered if something went wrong with services I chose.Desired Settlement: If they can not fix the a/c and since they have not bothered to setup or contact me about repair a simple plumbing leak, I guess as I have not been under house to look, or have not even sent anyone or setup a time to look; my request is the refund of all money from the contract paid, two $45.00 (90.00) for reps that came out and nothing done. and/or repair of my A/c or replacement of unit, I am willing to even do half of the price on the unit. The minium I would think is the refund of all moneies paid to date plus the $90.00 for service not rendered. or washer not fixed or replaced.

Business

Response:

Our mission at Choice Home Warranty is to providen property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php

Upon review of your account it appears that we have processed and approved the following claims:

[redacted] for $55.00 for plumbing

[redacted] $135.00 for dryer

5[redacted] $330.00 for a BUY OUT of the washer

We did deny one of your claims but asked you if you could provide records showing that the unit was maintenanced, we would be able to help. That was for claim number [redacted] and we never received anything from you on that claim.

You do have an open claim as of now, claim number [redacted] and we are doing our very best to send a Service Provider out to you and will notify you as soon as we have one. We have waved the service call fee because of the time that it has taken to get a tech to you.

We will not be able to refund you all the payments that you have paid if you were to cancel. You would get back a percentage minus the service calls expenses that we have paid out and a cancellation fee of $50. If you are going to cancel your contract with us, you will have to send us a formal letter as per our policy Section L. CANCELLATION: This 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.

Please let us know your decision if you are to cancel or if we shall continue looking for a service provider for your open claim.

Best regards,

CHW Quality Control Specialist Customer Advocate

Consumer

Response:

[redacted]

I am rejecting this response because: As I figure it $1680.00 less the $490.00 leaving the settlement to be $1190.00. I would agree to this and only once I receive the check accepting the cancellation of said policy.

I continue to receive emails saying,"never pay another repair bill again", This is false advertising and that is simply. I will allow you 30 days to respond and accept this offer after which I will forward copies of these emails and they are numerous, I receive them on a daily bases, to this state consumer affairs office for truth in advertising and this states attorney general and allow them to decide whether it is truth , misleading, or false.

I await to hear from you!

Thank you!

Regards,

Business

Response:

Dear Mr. [redacted],

Thank you for your suggestions but unfortunately, we cannot provide you with a total amount of $1680.00 for a denied claim. My last offer was $490 and I was able to have it increased slightly to $650. I do apologize, but this is a non covered claim and offering you this amount is out of good will.

If you do not accept, please let me know and I will send out the proper paperwork and then the check in the amount of $650. Please understand that the $650.00 is a firm amount and my supervisor will not approve any other amount beyond this.

Best regards,

CHW QC Manager

Review: Company sold me a home warranty for over $500 and then every time I submitted a claim they denied it. In addition they made me wait two days in the freezing cold before telling me after they closed for the evening that they were denying my simple plumbing claim. Their service providers dont show up when they claim, they arent licensed, and they collect co-payments without doing any work. Company simply collects premiums and then fails to pay out on claims, claiming each and every claim is outside the contract. In addition, salesman made numerous statements that they send service providers "same day," but fail to do so. Company has set up a fraudulent website that they own, that claims to compare home warranty companies and lists them as number one, without disclosing that they own/maintain that website.Desired Settlement: Full refund of contract price paid and notation in Revdex.com records that company has deceptive practices.

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 policy, I do see that CHW has assisted you in previous claims amounting to $440.78. The last claim that you placed for your plumbing system was not a covered claim due to the fact that CHW does not cover zoned systems per section D. #5 of our policy.We do understand that you would like to cancel your policy, please refer to section L. Cancellations and see that you would pay a $50 administrative fee and be provided a pro-rated refund of the remaining months minus claims paid, therefore you would not have a refund.As a goodwill gesture, CHW will offer to provide you with the amount that you paid for the policy $525.00 minus claims paid $440.78 and we will not take the $50 administrative fee. This will provide you with a refund of $84.22. Your policy is documented, if you would like to take this goodwill offer. We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,CHW

Review: ac broke after three months of 40$ payments they said it was a act of god they will not fix it we have had no storms or bad weather in sc....Desired Settlement: three months 40$ 45$ for air condition man they refuse to let him fix it

Business

Response:

Dear [redacted],

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way

to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously.

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User

Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .

We regret your frustration with the outcome in regard to claim # [redacted] non-functioning air conditioning unit. However, upon review this is a non-covered

item as described in Section F. 1. and 8. of the Terms of Agreement:

1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed

ductwork, (iii) known or unknown pre-existing conditions.

8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as

specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud,

earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate

water pressure.

This information was communicated to you on 10/09/2013. It was determined that the compressor was shorted to ground, which is not deemed a wear and tear failure.

This results from acid in the system, running the unit while low on refrigerant or a power surge.

Review of your account indicates that a full refund was requested on 10/11/2013, and all monies paid to Choice Home Warranty will be returned to the credit card on file.

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.

Sincerely,

Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

they never came electrician came said it needed a compressor where all the other excuses comes from is a bail out on repair work

Business

Response:

Dear [redacted],

The claims decision was based on diagnostic feedback provided by East Palmetto Heating and Cooling, which was called into Choice Home Warranty on 10/9/2013. Our in-house Authorizations team has a format for receiving and inputting information that ensures claims decisions are rendered in an objective manner.

While we understand your disappointment in the claims decision, the shorted to ground compressor does not constitute a normal wear and tear issue. The possible reasons for this occurrence were provided in our previous correspondence.

Our records indicate that your refund was processed back to your credit card on 10/20/2013. We apologize that your experience did not meet your expectations.

Sincerely,

Choice Home Warranty

Review: We purchased a home warranty program with Choice Warranty over the internet in April of 2015. Prior to obtaining the warranty we specifically asked if there were any "hidden" requirements for coverage due to the age of the equipment, and specifically discussed the A/C as it is the largest covered item. We received this email from them prior to the purchase.

From: [redacted]

Date: May 9, 2015 at 3:28:35 PM CDT

To: [redacted] Subject: Choice Home Warranty - [redacted]

Ms [redacted],

As per our conversation, since you are coming form AHS with past issues on your AC system. As long as your AC system is in working condition when ours takes affect; it will be covered by us.

Sincerely,

[redacted] ###-###-####

BASED ON THE ABOVE EMAIL we purchased the coverage. We have the house rented at the present time. On or about August 18th the AC stopped working properly and we notified Choice Warranty to turn in a claim.

After the tech went to the property, a denial has been issued by Choice Warranty due to the age of the unit, it is too young to have gone out according to them. We asked for a second opinion and was told Choice Warranty does not accept second opinions. Supposedly a letter of explanation is forth coming.

Choice Warranty refuses to get a second opinion and will not repair the unit.Desired Settlement: We purchased the home warranty in good faith and obviously a great deal of time with the sales group as evident of the email correspondence with them PRIOR to the purchase.

This should be a simple process, we have a warranty, paid for in advance. We just want what we paid for.

Business

Response:

[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] All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim for your Air Conditioning System, CHW dispatched [redacted] to your home to diagnose the unit. It was stated that the unit had an internal failure due to a lack of proper maintenance. We brought this to your attention and you stated that you had records showing that the unit had been maintained. We did receive what you stated was maintenance records and we advised you that these were not records of maintenance; there is no serial number, no model number and the name of the company did not exist. ([redacted]). The last email that you sent to us was of our policy showing that AC’s are covered as long as entered in our policy in working order. This is correct but we also state in our policy 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.You are welcome to provide a second opinion as explained to you on 8/27/15. The technician would have to call our authorization team with the diagnosis of the claim and we would place it for review.You are responsible to have routine maintenance as specified by the manufacture. This is something that you had not done therefore your claim was not able to be covered by our policy.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. Best regards,CHW

Review: I purchased a home warranty from this company in May 2014 and the initial payment was drafted from my bank account with effective date of 6/26/2014-6/26/2015. I purchased the total plan with sump pump. My acct #[redacted]. I made a service call July for AC when my AC became to blow hot air and paid the service fee plus cleaning fee of $105. A repair company, [redacted] came out and check the system and add feon to the unit. The unit began to work properly, I had to call back in August for the same reason. The company came back Aug 08 and added feon again and they stated they may need to do a complete leak test. I call back again because it stated to blow hot air again. They came back on 08/13/2014 and broke down my system and did a leaked test; I paid them $150 at that time. They said it was leaking in the evaporate coil and it needs replacing. I called Home choice to inquire about the status of my repair On 8/18/2014. They stated they were sending another company out on 8/19/14 between 5-7pm. That company never came. I called that company, [redacted] and they stated they were not coming to repair the unit, but only to take pictures. They will try to get here sometime this week to take pictures of the unit. They have not honor their contract with me and I feel it is unprofessional and unsatisfactory of them; I called them and they said they would call me back and they never called me. It's not fair that I have to endure this heat with out AC when I purchased a warranty that stated they would honor this. I had to be treated for asthma at my local hospital due to this extreme heat in NC and I had to stay in hotel fees.Desired Settlement: I would like them to repair my unit ASAP.

If not then return my contract fees and the money I have invested in getting my unit repair and cancel my contract.

42.50 x 3 months = $127.50

$105 + $150

$60 a night hotel for 3 nights

$350 window AC

total= $732.50

I would like for this matter to be taken care of soon as possible

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 regret your frustration with the outcome in regard to claim #[redacted], for your Air Conditioning. The first technician assigned to your first claim, put in on 07/04/14, added Freon to your system as a courtesy. Upon diagnosis, the second service provider stated that the unit lost Freon again due to a leak on the Evaporator coil. This is the same problem reported on the first Air Conditioning claim placed only 8 days into policy, clearly showing that the unit did not enter the policy in good working order. Unfortunately, CHW requires units to enter policy in good working order and does not over Pre-existing issues. Please see below Sections:A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.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: My unit was in good working condition when I purchased the contract in May 27, 2014. I never had a problem with my unit. I requested your denial letter on Aug 22, 2014 and you refused to send it to me. I also requested that you cancel my contract on Aug 22, 2014 and you still charged my account on Aug 27, 2014, you also sent me an email and told me to file the same request for work on the AC unit again. What type of game are you playing?

My unit was working properly when I purchased your contract, you fail to uphold your part of the contract. I am requesting all the money that I paid into your company and I am requesting my denial letter so I can present to my lawyner. You are not a responsible company and I would not recommend you for anything. Fraud

Regards,

Business

Response:

We apologize for the frustration you encountered with this claim. Unfortunately, our records indicate that you have disputed your credit card charges. All funds have been removed from CHW which resulted in the cancelation of your policy and the closing of all open 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. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I contacted Choice Home Warranty about a central AC issue we experienced over the weekend of Sept 7. The company set up a visit with a service provider and sent me an email w/contact info needed to confirm. I called the service provider and agreed on a time for the visit. The technician came out and diagnosed the issue as a worn contact. He replaced the part. He showed me the difference between the new part and the old. Then he advised me that because the issue had caused some freezing and ice to develop on the transfer lines I would need to leave the unit on FAN ONLY for the next 4 - 5 hours until about 6pm in the evening. We had church that night so I didn't get the chance to actually turn the unit to AC until after 9pm. Certainly by then the ice should be melted based on the technician's instructions. When I returned from church I turned the unit to AC and still no cooling. The fan continued to blow but no change in temp from the vents.

I called company back the next day and they agreed to return by the end of the day but did not. The next day I set up 2nd open ticket with Choice Home Warranty. They again scheduled the company and forwarded me a confirmation email. I called the company to confirm and they advised someone would be out by noon. No one came. Finally, I called Choice a 3rd time and they agreed to schedule service with a different company. This time the repair tech came out but with a different diagnosis --- leaking coils. He shared that the coils would need to be replaced to correct the problem and he could not repair anything over $100 without authorization from Choice. He would have to get the authorization and come back later in the afternoon. We received a call from Choice and the Tech stating they could not repair claiming pre-existing condition. However, I have talked to others in the industry who shared it is very possible the unit could have sprung a leak and in minutes lost all freon within minutes even with no prev probDesired Settlement: I would like to see Choice have their technician finish the job or refund all monies paid for both the visit ($45) and monthly premiums already paid.

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 regret your frustration with the outcome in regard to claim # [redacted], for your Air conditioning system. Upon diagnosis, the service provider stated that the unit’s evaporator coil is leaking Freon. Technician noted that the unit was very low on Freon. This claim was placed 10 days into the policy, this kind of failures takes time to develop. Unfortunately, CHW policy requires that units come into the policy in good working order and does not cover failure that are pre-existing to our policy. Please see below:A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that We are NOT A SERVICE PROVIDER and is not itself undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.18. We will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.Our records indicate that on 9/15/14 you requested to cancel your policy, voiding out all open 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. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

The issue was eventually repaired by another service provider. The final repair was not a leaking coil as suggested by the last technician Choice Home Warranty company sent. It was a faulty Shrader valve which costs much less to replace and was repaired by a local company ---- Air Perfect. So this makes the issue with Choice even worse in my opinion because it seems to indicate that the prior technician gave a faulty diagnosis because he was trying to make more money. Air Perfect allowed me to see them actually test it and the increased number of beeps from the freon sniffer indicated the valve definitely had a leak. I asked him to run the same test on the interior coils previous diagnosed as the cause of the problem. He used the same sniffer tool upstairs on the interior coils and could find no problem with the coils whatsoever.Therefore, I can only conclude that Choice's screening and checking the service records of their vendor is less than adequate. The result for the customer as in my case is a week without service, misdiagnosis and almost being scammed by technicians offering to repair items that were not broken.

Business

Response:

We regret your frustration in regards to this claim. Upon review of the information you provided and your policy. CHW has agreed per your request to refund you your policy, $106.00. We will also refund the $45 service fee paid for this claim. The total reimbursement will be for $151.00.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: Under the service agreement I have with Choice, my air conditioner is covered in the warranty I have paid for. The compressor went out and they refused to honor the warranty and replace the unit which was recommended by the technician they chose. After repeated conversations with them and being put on hold for long periods of time, I was finally told that they were not going to replace the air conditioner compressor due to it "shorting from the ground." Their warranty says nothing about this kind of exclusion, whatever it means.Desired Settlement: It cost me $3,087 to replace the compressor to my air conditioner. I feel they owe me that amount.

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 regret your frustration with the outcome in regard to claim # [redacted], for your air conditioning claim. Upon diagnosis, the service provider stated that the compressor on your unit has shorted to ground. The technician stated that the unit had been running with low levels of Freon, which caused the compressor to fail. When proper maintenance is performed on a system, Freon levels are measured and kept at the appropriate level. Unfortunately, CHW policy does not cover failures that are due to lack of proper maintenance. Please see section:F. LIMITATIONS OF LIABILITY4. 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

Consumer

Response:

I am rejecting this response because: freon was added to unit before it went out. It was NOT low on freon. Your technician can verify that as I paid him to fix leak and add freon as you denied that claim also. You are WRONG!!'

Regards,

Business

Response:

We apologize for the frustration you have experience with this claim. Our records indicate that a claim was filed on 06/12/14, the technician assigned to that claim stated that the unit was completely empty of Freon at the time. The information provided by the technician the claim placed on 7/12/14, stated that your compressor shorted to ground due to the unit running while low on Freon. When proper maintenance is performed on a system, Freon levels are measured and kept at the appropriate level. Unfortunately, CHW policy does not cover failures that are due to lack of proper maintenance. 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: I was told that my warranty covered repair and or replacement of my sub pump. We had a flood just last week monday 8/11/14 here in mich. My sub pump was not working properly basement had flooded. Tuesday 8/12/14 I called Choice home warranty and asked the representative if my sub pump was covered in my contract she place hold returned and told me yes. She said if it is not working and the plumber cannot fix it they will replace it but there is a deductable of $45.00 for the visit I was issue a claims#. They sent out the plumber from [redacted] plumbing to repair the pump on a Friday 8/15. He could not retrieve it from pipes he said it would have to be replaced and if they replace the pipe, the pipe may not be covered under the warranty, I said thats fine I will cover the cost of the pipe if need be. [redacted] Plumbing sent another guy out on Sat. 8/16 he replaced the pump in return I gave the $45.00 they took my old pump. [redacted] plumbing sent in the invoice to choice home warranty for approval the following Monday 8/18 in which it was denied. When I called Choice warranty they told me my pump was not covered and I have the plug in pump that is not covered. I later called back to speak with a Manager and ask if he could review the recording on Tuesday and my contract. He place me on hold and return very rude and said that is not his problem I am responsibe for paying the plumber for his work and he said I had no coverage for the pump. Clearly my contract stated coverage. [redacted] says they put in pumps like mines for Choice warranty all the time. I had the top warranty for all appliances on my contract including the pump. Now they will not honor the contract. I cancelled out of the warranty 8/19/14. Now [redacted] are contacting me for money. I did not authorize the repair or replacement, that must come from choice home warranty I told him he should not have replaced it until he heard back from Choice warranty. Second time bad experience no more.Desired Settlement: Pay [redacted] plumbing for replacement of pump

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 regret your frustration with the outcome in regard to claim #[redacted], for your Sump pump. Upon diagnosis, the service provider stated that you have a non-permanent sump pump. CHW policy covers permanently installed sump pumps that do not require to be plugged in to an outside electrical source.Please see section:8. PLUMBING SYSTEM/STOPPAGEINCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s grade as necessary), toilet wax ring seals - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps - Built-in bathtub whirlpool motor and pump assemblies - Stoppages/Clogs in drain and sewer lines up to 100 feet from access point. Mainline stoppages are only covered if there is an accessible ground level clean out, except: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: When I called I ask if my sump pump was warranted she told me to hold and she came back and told me yes. They sent out the plumber to replace it. I didn't authorized the plumber to fix it they did. I felt comfortable knowing I was covered only to find out later it was not. I feel they should have told me it wasn't covered before replacing it. Because I can't afford the amount they are asking. That's the purpose of signing up with choice home warranty. If they had said something beforehand I wouldn't have allowed them to replace it. I could have had someone replace it for less in that case. If it was never approved by choice home warranty who approved it? Not me.

Regards,

Business

Response:

We apologize for you frustration due to this claim. The information you provided when placing the claim on 8/12/14 was that the unit is an interior permanently installed unit. Interior permanently installed sump pumps are covered under CHW policy. However, upon diagnosis, the technician stated that the unit is not a permanently installed and so not covered under CHW policy without proper coverage being added.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: I took out an appliance warranty with Choice Home Warranty on the 7th of April 2015. There is a thirty day waiting period before the contract goes into effect. On the 6th of May I contacted Choice Home Warranty to verify when I could make a claim, I was wanting to get my A/C unit serviced for the summer usage. I was told it went into effect on the 7th of May. On the 8th of May I submitted a claim to get my A/C unit serviced. Choice Home Warranty scheduled a service man to come out. The service man determined there was a leak and other repairs needed in order to get my unit running properly. This was called in to Choice Home Warranty by the service man. Choice Home Warranty said they would not pay for the repair, which was in excess of $500. As far as they were concerned there is a "preexisting" problem and they do not repair any preexisting issues. I was not aware of any "preexisting" anything. All I wanted was to get my unit serviced for the summer. I believe Choice Home Warranty is unwilling to pay the necessary repair cost. The unit was working, as far as I know, when the request was put in. I have since cancelled the contract because of their unwillingness to stand behind the contract I took out with them.Desired Settlement: I would be willing to reinstate the contract I took out, if Choice Home Warranty was willing to take care of the my appliances. Their assumption of a preexisting problem is arbitrary and I am completely unaware of any such problem. I purchased this property two months ago and the property fitness check showed ALL appliances functioning properly.

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 . I do apologize that you were not informed that CHW does not do maintenance on units, we only do repairs. Also, per our policy every unit has to come into the contract in proper working order. You called us a day before your policy started and we did advise you that you could not place a claim as of yet because your policy had not started yet. You then went online and placed your own claim for this unit the day after your policy began. We did advise you over the phone that this would be considered a pre-existing issue. Pre-existing meaning to your policy start date; CHW does not cover any known or unknown pre-existing issues as this clearly was since you called it in before the start date.Please see Section A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.I also see that we did refund you back the last payment that you made upon your cancelling your policy with us. We are very sorry for any inconvenience that this has caused.Best regards,CHW

Consumer

Response:

I am rejecting this response because: The unit question was working. It had not been serviced for the summer yet and was in need of a check up before regular use was needed. The temperatures were getting warmer earlier than I had anticipated and that was the reason I placed an early claim to get the unit checked as soon as I could. The unit was already in use and was clearly, just by looking at the unit, in need of cleaning, servicing and /or repair, what ever was needed. It wasn't until the repair man CHW contacted discovered the REPAIRS that were needed would exceed 500 dollars CHW decided not to do the REPAIRS and come up with an excuse for not living up to the agreed contract. Being a military member you can rest assured I have passed along CHW's business practices to other military members. Thanks for nothing.

Business

Response:

I do apologize, you should not have contacted CHW for any maintenance to be completed on your unit. CHW is only to be used for repairs for units that come into the policy in good working order. Your policy was active for one day and you called into our office and we explained that we would not be able to dispatch a technician for repairs or maintenance. The following day, you entered your own claim online and a tech was automatically dispatched to you. Once the technician came to your home, you are responsible for the service call fee and they did determine that the unit had a bad compressor, also was out of Freon. Per our policy as previously stated, you must come into the contact with your unit in good working order. Please see Section A. Coverage # 3. 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.Also, CHW does not cover any known or unknown pre-existing conditions. Per Section F. LIMITATIONS OF LIABILITY 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Being that your policy started on 05/07/15, your first claim was on the 6th a day before the policy started and the second on the 8th the day after the policy started; clearly shows CHW that you did not come into this contract with your unit in proper working order as this failure could not have happened one day into the policy and a day before the policy.I do see that you are no longer with CHW and do apologize that you had gone through this frustration with this claim. We do have our policy as stated online and we did mail you a copy for your convenience. At this time, there would not be anything that CHW could do for your claim.Thank you,CHW

Review: This company consistently denies claims that are stated as covered in there documents. They hang up after denying claim and are very rude and calculated.Desired Settlement: To honor the contract as I have by paying the premium on a monthly basis.

Business

Response:

The details of your situation are not representative of the normal CHW customer

experience and we sincerely regret your frustration and discomfort.

We are committed to providing a positive customer experience and doing the

right thing for all our customers, contractors and employees. We take customer

feedback very seriously. Among other things, it’s an important component in how

we rate our contractors.

Choice Home Warranty provides home warranty service coverage on the systems and

appliances listed as “included” under the terms of the User Agreement. It

is important to read and understand the coverage and terms offered by CHW.

After review of your account, you made 7 claims since enrolling with CHW, 5 claims were approved by the policy, 2 were denied in accordance with our policy.

CHW followed the guidelines of the policy on each claim in which you have submitted

Review: I called Choice home warranty when my oven stopped working. A technician came to my home on 11/14/15. He informed me that the part needed could not be ordered. When I called Choice on 11/15/15 they informed me they would only give me $300 for my stove. My stove is valued at $800. I requested to speak with a manager. I was told there were no managers present on Sundays. 15 minutes later I received a call from Choice. I missed the call but called right back. The person who answered asked how he could help me. I said you all just called me. He began telling me that I could only get $300 for my stove and that that was more than generous. I told him that I requested a manager to call me. He said he was a manager. He asked what did I think a fair amount would be. I said at least $600. He then placed me on hold-when he returned he told me he would send me a check for $400. He said I would receive the payment in 30 days. So I have to pay for a new stove and I have to wait a month for the partial payment of $400. 1 week before Thanksgiving...my "home warranty" ends up being useless.Desired Settlement: I want enough money to buy a stove that compares to my existing stove. I also would like the payment well before 30 days.

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 a[redacted] Upon review of your claim we do see that you had accepted the offer of $400 towards the new unit. Per our policy 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 applianceWe do understand that you would like the check to come sooner but CHW is a net 30 company and our system does not release funds for 30 business days. We do apologize for any inconvenience that this has caused but we can assure you that the funds will be coming within that time frame.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:

Review: [redacted]

I am rejecting this response because: You advertise full replacement of an item, but then you all say something completely different when an item cannot be repaired. I feel scammed. Thanks for the outstanding lack of service.

Regards,

Review: I called my salesman to cancel I figured they had a specific address to mail a letter to. He would have none of it. kept invalidating my reasons for cancelling the service. I'm mailing a letter of cancellation to [redacted].

I want to use all avenue's of approach before my 30 day cancellation period expires. this is what I sent.

To whom it may concern,

I purchased this policy a couple of weeks ago & even hesitated when I read the reviews & the Revdex.com rating. Your salesman [redacted] told me he already charged the card & assured me I had 30 days to cancel. I decided to try it. Then he proceeded to charge my card after he said he already had. I got the policy & see lots of exclusions including sediment which [redacted] said would be covered. He says now that he didn’t say that. My question at the time was, we have hard water, will that be a problem? His answer, not at all. Hard water means sediment from excessive minerals in the water. This salesman has the attitude of a “know it all” & tries to explain away what is & isn’t. I’m not happy with how the plan was sold to me or how the salesman responds to cancellation. I don’t need a reason to cancel in the first 30 days. But, It costs more than I feel its worth, Bad reviews & customer dissatisfaction, tell me that the risk of doing business with you is higher than the risk of appliance failure. I was pressured into the sale & pressured into not cancelling when I called 8-6-2013

Please Cancel Both Policies For [redacted]

Contract #[redacted] for [redacted]

Contract#[redacted] For [redacted]Desired Settlement: I purchased 2 policies & I want a full refund. I understand the policy states a $50 admin fee for each plan.

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 request we have processed two (2) refunds in the amount of $686.25; the total refund amount is $1,372.50. This is the full amount you have

requested, and two separate checks have been processed and have been sent to your mailing address at: [redacted].

As a reminder, Section L. of the Terms of the Service Agreement states the following:

L. CANCELLATION

This 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.

[redacted] Please note that we have waived the $50 administrative fee.

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.

Sincerely,

Choice Home Warranty

?-?Q

T?

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]. They did indeed send 2 checks for the exact amount charged & waived the $50 processing fees. This is very much appreciated. Thank you for your prompt response & refund.

Regards,

Review: I started my policy with choice home warranty on April 11 2013. I filed a claim on May 20, 2013 for my Air Conditioning unit not working properly. A technician responded out and determined that the compressor was bad and needed to be replaced. Choice home warranty denied the claim stating known or unknown it was a pre existing condition and would not cover it because they said "compressors take several months to go bad" and based on the fact that I had not been with the company for that long. I informed the first supervisor who denied my claim that I was within my terms of contract for reporting a claim and that I had a prior home warranty company to show that if the compressor that been acting up that I would of contacted the other company to file a claim with them. After the first denial, I called the technician that came out and asked him if compressors take months or can they go out over night, he stated that they can and do go out over night. The technician then proceeded to call choice home warranty to explain in detail the situation of my a/c unit and he became frustrated with choice home warranty because they did not want to hear want the technician had to say. I also checked with another technician in the field of HVAC and asked him if compressors go bad over night and he stated the same thing, that they can and do all the time. I wrote a letter of appeal for the decision and was again denied from a supervisor that stated it was a pre existing condition. So basically they are calling myself and the technician that came out a liar. Also want to state that the air conditioning unit worked perfectly in the end of March when southern Maryland had 85 plus degree weather for almost a week and I have several people that can verify that statement.Desired Settlement: For choice home warranty to honor my valid warranty claim and pay for the replacement of my a/c unit.

Business

Response:

The details of your situation are not representative of the normal CHW customer

experience and we sincerely regret your frustration and discomfort.

We are committed to providing a positive customer experience and doing the

right thing for all our customers, contractors and employees. We take customer

feedback very seriously. Among other things, it’s an important component in how

we rate our contractors.

You have asked CHW for a full refund for time of the policy which you have used, CHW has honored your request.

CHW only provides service for active customers.

Thank you.

I contacted Choice about my washing machine leaking, I was contacted the next day and an appointment was set up. The machine was deemed not worth fixing...I got a call, letting me know this, and telling me that they would be sending me a check for replacement of the machine within 30 days. AMAZING!!

Customer service has always been courteous and helpful. I got responses from technicians within a few hours and my problem was resolved within less than 4 hours of calling.

The technicians that came out were courteous and professional also.

very good service

Review: I have a home warranty and my warranty covers my A/c. It has not worked for over a week in Arizona with over 100 degrees temp. They sent a tec out on 5/15/2014 and put on a new motor ( [redacted] in [redacted] ) On 6/11/2014 the A/C broke down again and they sent out a tec from AC First in [redacted]. The tec from AC First said the the motor installed on 5/15 2014 was wired wrong and now the motor needs to be replaced and the compresor needs to be replased along with the freon.That because the new fan motor was wired wrong that it burnt out again causing the compressor to over heat and burn out. Choice home Warranty has given me the run around and I was forced to install a new A/C on 6/16/2014. Choice says that I didn't keep my A/C in good working order and to this date have refused to take ounership of the problem. I have records showing that I have had the A/C checked out every year that I ouned the house. I also got a second opinion form a non interested A/C company and the also say that the firsr motor was wired incorrect. My demand to Choice is for them to send a check for $2700 for the cost they would have paid to repair the second fan motor, compressor and freon.Desired Settlement: Choice Home Warranty needs to send me a Ckeck for $2700 , the cost that I would have to make the repairs myself or the cost to install my new A/C

Business

Response:

Dear Mr. Beck:

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 #51840767 I do see that we sent out [redacted] to your home. If you believe that the Service Provider damaged your unit, we suggest you speak to them in reference to this. We had another provider come to your home and explain to us that [redacted] did not do anything incorrect to the unit.

Per our policy Section F. LIMITATIONS OF LIABILITY :

19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.

We believe that the unit stopped working due to a lack of maintenance and had requested you to send us maintenance records to show proof of the manufacturers requirements were done. We did not receive this information from you; therefore we have closed this claim as a non covered claim.

CHW is not responsible for you to perform maintenance on your unit. Please see Section D. COVERAGE

4. AIR CONDITIONING/COOLER

EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.

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.

Sincerely,

CHW

Business

Response:

In response to your rebuttal, stating that the technician had improperly repaired unit causing further damage; we do apologize that you feel this way although this is not something that CHW covers. Unfortunately,

our policy does state:

Per our policy Section F. Limitations of Liability:

19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.

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:

I am rejecting this response because: When I purchased my Home Warranty from Choice your salesperson gave me a sence of false sercurity. They said that I would never have to worry about if anything went wrong with anything in my house, that it would be covered. The sales person didn't say that your tec. people would do every thing that they could not to honor the claim. I now see that their are over 1700 complaints on line where you have denided clains for some reason or another. Please be aware that I have turned to the media and they are prepairing a tv story about Choice and how they do not honor claims. I will let you know when this will be aired. It will reach about 75 % of the state of [redacted]

Review: I purchased a 3 year home warranty from Choice home warranty after a great sales pitch! They're claiming they're not responsible for tech negligence.

I put in a claim for our A/C. Choice assigned ACS Home Services who came the next day. They sent a company to my house and because I had placed my trust in them through the purchase of this warranty, I felt no need to question the honesty of this company. However, they fraudulently told me that after 2 contacts to Choice they would not cover the repair and I would have to buy a new system but would get a $2,000 early upgrade rebate from Choice. The company misrepresented the warranty as they never contacted Choice, and coerced me into spending $7,500 on a new system. Neither company will take responsibility for the fact that it cannot be verified that I did indeed need a new system. When they came the 3rd day to install the system they broke a pipe on my water heater which prompted me to call Choice and report the issue. This to avoid issues with repair to the water heater in the future. Choice then reported to me they had not received a diagnosis from the A/C company yet. They would have to investigate and get back to me. This correspondence began on June 17. I have spoken to 4 supervisors/managers at Choice who have all said they would get back to me. I received a call on June 23, and was told that they received a diagnosis that the A/C was preexisting and there was no way the part could have broken in the short time the warranty was in effect. I asked to speak to someone above this person since now they were calling my integrity into question. I live in Fl where temps are over 90 degrees and I have a 3 year old. My warranty is in effect and the A/C company is giving you a diagnosis a week after they sold me a $7,500 system without talking to you. But, I'm at fault? I was told by the manager at choice that a regional supervisor would investigate the situation and have not received any resolution. I was also told the warranty company has no responsibility for the negligence of the techs they send to y house. Both the warranty company and the A/C company have misrepresented the warranty and fraudulently worked the warranty system against me.Desired Settlement: I'm seeking reimbursement of the $2,000 rebate that I was told I would be getting when the system was sold to me.

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 and the claim for your AC system, I do see that this was a non-covered claim as it was stated to you for failures that pre-existing the policy start date. You placed your claim the same day that the policy had started, this issue could not have happened within that same day. Our policy states that all units must come into the policy in proper working order. Please see Section A. Coverage #3. 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 did speak with the technician and see that he has fixed the issue with the water heater and in reference to the AC unit, he did state that since you were a member of CHW that you would receive a discount from him, CHW did not cover the claim and the technician does not have any authorization to give money from us to you. As he stated, you did receive a discount from him for the new system.I also see that CHW has given you a full refund of your policy. We do apologize for any trouble that this has caused you, we do see that all the issues that you have documented have been resolved.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.Best regards, CHW

Excellent service!