Choice Home Warranty

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

Business

Response:

Dear [redacted]:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php. Upon review of your policy, I do see that you had an issue with your icemaker but unfortunately per our policy Section D. Coverage # 3. KITCHEN REFRIGERATOR, you will see in the exclusions that we do not cover ice-makers. We did offer to provide you with a technician to look at the ice-maker but there is nothing in our policy that would provide this coverage to you.CHW would not be able to provide you with a full refund due to Section L. Cancellations, CHW has paid out $105.00 for your policy and you would have to pay an administrative fee as well as the funds we paid out. CHW has already processed your refund and provided you with $171.65 which is the correct refund amount.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

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

Regards,

Business

Response:

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

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

After freezing for a week when the original co working on my furnace decided not to answe2r their phone. So I called Choice Hoe Warranty on 2/11 and they had a compay coming but a rock star visited me & he fixed my furnace leaving my thermostat at 74. But 10PM it was 64 degrees and by 6AM it was 50. SO I phone CHoice again & they gave me the phone number of the company that was coming & Icalled them but they needed the work # from CHoice so I called CHoice to call them with a work # & the worker was at my house in an hour. I had my electric fireplace giving heat and this man had everything taken out , cleaned & replaced & tested to see why the furnace was turning itself offf and red light flashing. The 2 green lights with oorance to the left that is solid not flashing was the way it was when he left. He also took no $45 for first visot charge since COice is getting my $50 back from the bad company and giving it to him. Hs boss called me an hour later & I gave a major round of applause for him.

Techninition was excellent. Arrived as scheduled, ompleted the and left.

Excellent service!

very good service

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.

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!!

Let’s take a few minutes to hear from a real customer of Choice. We have a contract with Choice and we pay a monthly fee. On September 14, 2015 our covered washing machine began to malfunction. I contacted Choice via the posted toll free number. They stated that [redacted] would schedule an appointed to ascertain what was needed. It would be either a repair or a sort of replacement. I contacted the [redacted] number provided and was told that the first available appointment will be more than two weeks away. It would schedule from 8am to 5pm. So we would have to miss work for the entire day waiting for them. And the cost at that time would be $45.
On that day, the service person arrived at 8:10am and within fifteen minutes knew what the problem and what it would take to repair. He then, according to their policy, contacted Choice. At that time the Choice computer was down. Choice did not get the information and I was not privy to that conversation. I was told that there would be a Choice follow up call either later the same day or the next. When no call came in I contacted Choice. Remember that each time you call Choice you have to go thru the entire nonsense of push this number, type in your claim number and then wait.
Over the next week I contacted Choice daily requesting that they contact the service person go get the information so we could proceed with either the repairer replacement. I also called [redacted] and the third party they use. Each call was to request that either Choice reach out to the serviceperson who had the required information of parts or for [redacted] to have the service person call Choice. This never happened and it was decided by Choice to have another service person respond. Two week later I was able to get another 8am to 5pm appointment.
The same service person responded. He stated no one for Choice or [redacted] every contacted him. He thought that when he gave the information to Choice, weeks earlier, someone would have recorded with the idea to update the service call when the computers were back working.
He called Choice and was give the ok to do the repairs. He ordered the parts. He advised that the first available appointment was two weeks away. Another 8am to 5pm wait.
This would be the third missed day of work and another two weeks of carrying the wash to a laundromat.
So we continue to wait and pay the monthly required fee. On the two previous [redacted] appointments I received five calls each time the day before. On this third appointment, no calls the day before. At 12:12, I decided to call [redacted] to get an update on the status of the service person who was to fix the washer. They advised that that person when home sick at 10:30. No one gave us a call to state that fact and strangely there were no calls the day before as a reminder of the appointment.
I asked to immediately schedule another appointment and they gave me one, two week away. So now I have the responsibility to miss the fourth day of work and two more trips to the laundromat.
When I called Choice they gave me the usual we are sorry. Bottom line, we have a contract with Choice. We pay the monthly fee. We paid the $45 service fee. And now it will be two months at least before any repairs have been made. I turn to the court of public opinion for what hour next step should be. Based on the phone conversations and reality of what has been done, both Choice and [redacted] could not care less about their customers.

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 bought a home warranty with Choice Home Warranty, 03/05/2014. Contract Number: [redacted]. While under contract my AC began to freeze up. Choice Home Warranty has refused to honor contract. Stating that expensive maintenance had not been performed. Leak of freon was discovered by AC company that they arranged. Bill from AC company was paid by me.Desired Settlement: I want choice to refund the cost of my repair or full refund of policy premium as my policy did not cover repairs to AC.

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 regards to claim # [redacted], for your Air conditioning. Upon diagnosis, the service provider stated that your unit’s evaporator coil is extremely dirty, causing a Freon leak on the system. The technician pointed out that this failure was caused by lack of maintenance. Unfortunately, per CHW policy, failures that are due lack of maintenance are not covered.Please see below:D. COVERAGE4. AIR CONDITIONING/COOLEREXCLUDED: 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.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:

Review: [redacted]

I am rejecting this response because: I have a policy with choice home warranty. They have failed to pay a claim that was made. I have requested refund of policy premium as my policy was void for claim. Choice has verbally agreed to this. I am waiting to have this verified.

Review: Started service in January 2015 based on all the Revdex.com ratings and or the many glowing reviews found about this company. I felt good signing this contract for a year. Unfortunately, I had to request the use of service on March 20, 2015. I called for service at 8am that day, was given a claim number and assigned a contractor to repair my refrigerator that was not cooling. I waited all day for a call back re service. I then called CHW whose response that they have 24 hrs to respond and that my request is not an emergency. I perceived this to be insensitive and poor customer service, especially if you want to retain customers. I called the contractor I was assigned twice ,leaving messages just to get an idea when they would be able to do the job. No response was received. I had to get another contractor to come in fix the problem for which I paid $250. I then called and cancelled my contract due to their inability to provide such a simple request. To top it off, the assigned contractor finall called on Tuesday March 25th to let me know that they were on thir way to fix my refrigerator. I have had different contract services over the years and this by far is the WORST one I have ever encountered. To other consumers, just be careful and thorough and do not believe all the positive reviews you read.Desired Settlement: Termination of contract

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 #[redacted], I do see that you placed a claim on 3/20/15 for your refrigerator. I see that we were able to dispatch FIRST CLASS AC & APPLIANCE on the same day. I do apologize that the service provider did not respond to you right away. I do see that you had spoken to our customer service department on 3/20/15 and they did advise you that the service provider has up to 24 hours to make an appointment with you but if you are not satisfied with this; you can retain your own provider and use our reimbursement option.Your request to cancel this policy was already taken care of when you called back on 3/23/15 and I do see that we issued you a refund of the last payment as a goodwill gesture.I am very sorry that we have lost you as a customer and I have placed a complaint against the service provider for taking a long period of time to make an initial call to you.We are very sorry for the frustration that this claim has caused you, we appreciate the feedback about our customer service department and our service providers.If you should have any further questions or concerns, please feel free to email me directly at [email protected] details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. Best regards, CHW Customer Advocate

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: Today I am shopping for the Home warranty insurance and approached 'Choice Home Warranty'. Mr [redacted] called from this company and insisted us to buy the one year policy and took the credit card details. After that he told us there is another policy to cover 5 years warranty. I told him to call in an hour but in the mean time he processed for one year policy and charged my credit card. I did a little more shopping in less than 30 minutes and called back to the same guy for more information about 5 years policy. He doesn't have anything to share with me. Then I decided to do some more shopping on 5 years policy and asked to cancel and refund the amount for 1 yr policy. But he didn't accept to refund the full amount and want to deduct $ 50 which I didn't agree. But he got irritated and threatened me over the phone that he will block me forever for not getting any insurance policy from any other company also. This is not acceptable behavior from the agent. I have a right to cancel the policy and based on the information provided by this gentleman, I am looking for another product.Desired Settlement: I request you to please resolve the issue and refund the amounts. Also Pls clear the blocks with the insurance companies if Mr [redacted] did anything already.

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 do apologize for any inconvenience that this has caused, please be rest assured that the policy is not active and your credit card was not charged. You are cancelled within our system and are fee to go to whatever place you have found. If you choose to come back to CHW, we would be very happy to accept you back.All the best,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 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.

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: Air conditioner stopped cooling on 7/28/2013, filed a claim and technician of there choice came out, unit was low on Freon, Freon was added and I paid my 45.00 service fee. On 8/11/2013 unit stopped cooling again and upon arrival of technician a leak was found and he determined it was a non-repairable leak in the outdoor coil. He then contacted choice to let them know what was found and that it was not a maintenance issue and that the unit would have to be replaced. Choice in turn called me and stated that the coil should last 30 years and requested my maintenance records, which I faxed to them. I Had 3 pre-season checks done in the year and a half after buying their warranty. I bought the home in 2010 myself. My next call from them stated that pre-season maintenance records that state all OK and do not list pressures and such are inadequate. The technician talked with them again and assured them this was not a maintenance issue. the unit I was told is around a 1994 model. The technician told me that they tried to get him to say unit was rusty, but it was not, I have pictures if needed. After getting nowhere with choice and it being mid august with 100+ temps and a 6 month old granddaughter living here I had to get the unit replaced, and also upgraded to a heat pump.Desired Settlement: Would like them to honor their warranty and pay the cost of the outdoor unit as it stood when the leak developed.

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 processed and approved the following claims:

· 3/21/2012, CLAIM # [redacted], Heating System, $55

· 5/15/2013, CLAIM # [redacted], Plumbing System, $133

· 7/29/2013, CLAIM # [redacted]. Plumbing System, $90

Mr. [redacted] placed a claim for his air conditioning system on 8/11/2013.Upon diagnosis; the technician stated that the unit is leaking from the condensing coils. Further investigation determined that where the leak was located was not repairable. The claim was ultimately denied due to premature catastrophic failure to the condenser coil, which was caused by lack of maintenance on the unit.

CHW requested that Mr. [redacted] send in the maintenance records for the unit. As we reviewed the records, it was evident that there was nothing provided which stated what type of maintenance was performed. Unfortunately, we cannot accept the records, since there are no specific details enclosed.

CHW requires that all units be serviced and maintained properly as specified by the manufacturer. The consumer failed to perform proper maintenance. The claim has been closed based on the below referenced contract exclusions:

F. LIMITATIONS OF LIABILITY

4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance.

8. CHW is 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.

12. CHW is not liable for normal or routine maintenance. CHW 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The technician of their choosing was who I sought out and had my do routine maintenance, the fact that his records indicate all was ok, is not a reflection on me failing to have maintenance done. He stated to Choice and myself that this was not a maintenance issue, but a normal wear and tear occurrence. For Choice to assume the unit was dirty or had corrosion is contradictory to the reliability of their chosen technician. Furthermore a premature failure of the outdoor coil after approximately 20 years of service is quite presumptive On Choice's behalf.

And it has been my experience with Choice over this claim that they are grasping at anything to avoid paying a legitimate claim.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I purchased a Choice warranty on 10/12/2011, there advertising said no age limit, no pre-inspection. I assumed this was the type of warranty you bought when buying or selling a home, so how can I be responsible for 17 years of maintenance when I did not own the home. I purchased the home on 8/13/2010 and thought maybe a home warranty would be beneficial. I sent in my maintenance records and submit they are from a reliable service tech and that all OK means just that, the unit is in good working condition, after all it has lasted 20 years. Again the tech I used and the one Choice sent out say this is not a voltage, pressure, maintenance issue. This unit was clean and as well cared for as reasonably could be expected. I tried to settle from the start and Choice is unwilling to do anything but grasp straws.

Regards,

Business

Response:

Mr [redacted],

Per our conversation today, we will be issuing a check to you in the amount of $1500 to pay for the AC unit that was installed. We appreciate having you as a customer and if you should need anything further, please feel free to contact me via email at [redacted]

Review: Refusal to honor warranty for furnace repair. Company does not return calls. Referred technician who came out next day and could not get replacement part for two days if company approved request. Choice Home Warranty refused request based on rust which company that replaced combustion blower motor stated has no bearing on motor shutdown.Desired Settlement: Pay for replacement motor. This was reason for warranty policy. Denial to honor their contract appears to be common with this company.

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 .

I have read over your claim and I do see that we have had not only our Service Provider to your home but your own Service Provider there as well. In both cases the diagnoses came back to us in the same way, that there was rust and corrosion on the unit. The pictures that were sent to us confirmed this as well. I am very sorry but our policy does not cover this type of repair, please see Section F: LIMITATIONS OF LIABILITY: Number 8. CHW is 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.

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:

This furnace is located under the house, not exposed to the elements. An outside technician confirmed that rust was not the cause of the combustion motor failure. It appears that this home warranty company has a history of non-payment based on their own evaluations.

Regardless of the outcome of this complaint, I request that this report be posted on the Revdex.com page for other prospective customers of this home warranty company.

Regards,

Business

Response:

Dear [redacted]:

I am very sorry about the frustration with this claim. The service provider explained to us that your unit stopped working due to the rust and corrosion that was on the unit. Per our policy, we do not cover any unit that fails due to rust and corrosion. Please see 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.

I do apologize for the aggravation and very sorry that we are unable to help with this claim as it is denied.

Sincerely,

CHW QC Manager

Review: Have home warranty agreement with CHW. Agreement states will repair or replace item. My Whirlpool refrigerator needs a control panel which is now said to be available 12/31/13 per Whirlpool. (original available date was @11/1/13). Neither my refrigerator nor my freezer function properly and I am unable to maintain a good temperature for storing food. I filed a claim with CHW on 10/28/13 and they responded on 10/29/13 that they did not have a service technician available and suggested that I could obtain a technican, pay the repair costs and they would reimbursed me within 30 days (minus the $45 service fee cost). CHW sent a claim reimbursement form. The service repairman came on 10/31 and we called CHW and spoke with Ike with the initial findings, which is that my refrigerator needed a control panel. He indicated that the cost would be $278.20; however that the refrigerator may need an additional part if the control panel didn't complete the repair. Ike gave us authorization #[redacted]. He said if any additional repair was required for me to call back to have a second repair authorized. on 11/20/13 I emailed CHW regarding the 12/31/13 national backorder on the refrigerator part. I missed her call on 11/20 and spoke to a rep, [redacted] when I returned the call the same day. He informed that CHW would not replace my refrigerator per the contract, and they had closed the claim and mailed out $233.20 which is the total repair cost minus the $45 fee. [redacted] said my other option was to wait for 12/31/13 to see if the part would come in. I told him I wanted to talk to [redacted] as this was not acceptable. I have not received a call back from [redacted], but called today and left a message for her again. It is unknown if a second repair would need to be made, and if their reimbursement is based on repair parts and labor, the second repair be included. Because of their claims to repair or replace the covered appliances, CHW should replace my refrigerator.Desired Settlement: My desired outcome is for CHW to offer a reasonable amount for replacement of a side by side refrigerator. It is inhumane for them to suggest or expect me to wait 36 days due to the unavailability of the part on order. My refrigerator and now the freezer do not work properly and I am concerned about the shifts in temperatures' effects on the little food I have in them. I have to move forward to purchase a new refrigerator, and request that CHW reimbursement me in full for replacement of my refrigerator which is under warranty with them. The availability of the part is uncertain, it is uncertain if once the part is replaced that a second part will be required, so replacement seems to be a fair option. For the record, CHW has yet to make good on their agreement to send me $100 from claim #[redacted] I filed with you and agreed to their terms on October 24, 2013.

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 processed and approved the following claims:

Claim #[redacted] for Heating System in the amount of $300 plus an additional amount of $100

I have read over your statement and I apologize for the mishap of the check and will request the funds be released as soon as possible. I have placed this request into today. All requests are checked within 7-10 business days.

For claim # [redacted], we are unable to assist with more than what a repair would cost. We pay per our policy, in lieu of repair. (How much the part would cost for the unit). In this case, the repair cost would be $233.20.

I understand your frustration in regards to the claim and the amount that is being paid out to you. I am very sorry that we are not able to reimburse you more than the $233.20.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

These are two separate complaints and I want them handled separately. They were filed separately, on two separate dates and on two separate issues and I want them handled separately. I will not be coerced into accepting both or none.

I will accept the resolve for Complaint [redacted] the same as when I accepted it on October 24. Five weeks is more than ample time to send the check, and I will see if it arrives within 7-10 business days.

I do not accept the response for Complaint [redacted]. Your advertising and claim is to repair or replace. It is unreasonable to expect me to wait until December 31 for a part that is on order. Additionally it may have needed a second part in order for it to work. Reimbursement for what could probably be only half of the repair cost is unacceptable. Also, since it cannot be repaired within a reasonable period of time CHW should replace the refrigerator.

Regards,

Business

Response:

Dear [redacted]:

I am very sorry to inform you that the $100 was actually a gesture as the $500 is to close out the account. It was a misunderstanding and the only amount that is being offered is $500. If you accept the $500, then we will mail out the check to you and close your account. If you reject the $500, then we are not offering anything in its place.

Sorry for the confusion.

Best regards

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

From your offer to pay the $100 on complaint #[redacted] and now terming it as a gesture which you have no intent to pay is ia strong indicator of your intent to pay the $500 you're offering for complaint #[redacted]. I will not be duped by your company for the second time as the payment you promised for [redacted] you apparently never intended to send it, only to have to accept it so it can show that the complaint was resolved. That was fraud on your part, which the whole maintenance agreement has been from the start. You had no intentions to make the payment to resolve the matter.

I will not accept a so-called payment for a second complaint--[redacted] only to have you not pay it and claim it to be a gesture as well. As I stated in my previous correspondence, and you didn't address it, how can I be guaranteed you will pay it? There is no guarantee, only empty promises. I do not accept this resolve as these are merely woards on the part of Choice Home Warranty---not a real attempt at resolution. I was going to settle for $600 although you owe me for a new refrigerator.

Regards,