Choice Home Warranty

We apologize for the frustration this claim has caused you The information that was provided to CHW along with pictures taken during diagnosis stated that your unit’s heat exchanger cracked due to lack of maintenance on the system However, if you do not believe this information, please provide CHW with your second opinion diagnosis Once we receive the diagnosis of your second opinion, we will re review the claim.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at [redacted] * We regret your frustration with the outcome in regards to claim # [redacted] , for your Oven Upon diagnosis the technician stated that your unit needs a new pad and control panel The technician notated that the control panel is no longer available Per CHW policy, if a part needed for repairs is no longer available, CHW will send out a check in the amount of cost of part and labor towards that repair CHW offered $350, the cost of part and repair, to be reimbursed to you however you declined this offered To better satisfy you, a good will offered of $was made to help you with the replacement of the unit However, you didn’t accept.Please see below:We have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governmentsIf parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repairWe reserve the right to locate parts at any time For the first days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral partsHowever, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like partsWe reserve the right to rebuild a part or component, or replace with a rebuilt part or component.The details of your situation are not representative of the 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

We apologize for the frustration you have encountered with this claim The information we have received from the service provider states that the failure to your unit is due to lack of maintenance Per CHW policy, failures that are due to lack of maintenance are not covered under our policy We have requested you send in maintenance records for further review, however you declined.The details of your situation are not representative of the 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

We apologize for the frustration this claim has caused you The information that you provided to CHW stated that you had Freon added to your system on 3/12/14, days prior to your CHW policy became active Air conditioning systems are closed systems that do not need Freon to be added unless a leak is present The documents show that the unit was experiencing issues before CHW policy became active Unfortunately, CHW policy states that failures that are preexisting to the policy are not covered under the warranty The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret your frustration with this situationOur records show that you never had an active policy with CHW We apologize however the credit card used for the purchase was declined and so no policy was ever created Please provide proof that your credit card was charged for the purchase of the policy for further review.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret your frustration with the outcome in regards to claim # [redacted] for your heating system Upon diagnosis, the service provider assigned stated that the control board on your system was not properly installed and has failed The technician also stated that there was missing wiring on the blower motor Unfortunately, CHW policy does not cover failure due to improper installation CHW policy also doesn't cover failures that are due to improper repairs.Please see below:We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

I am rejecting this response because: First, I am not upset about the outcome of my claim As explained in my initial complaint, the problem is that I submitted a claim and when I asked for written notification of the outcome, the company stated they are not required to provide that This is supposed to be a legitimate company; therefore, I requested an official response in writing I am in business too, and when I communicate with clients, I use a company document with letterhead when requested by the client That's what I want for my records since right now I do not have any documentation saying that the company denied my claim I appreciate the phone call, but I still expect official documents.Secondly, if this is not a contract for warranty or residential services, please explain the nature of your business It is obvious that you are misrepresenting your product since your name is "warranty" and the contract uses verbiage such as "coverage", "warranty", and "claim" Any reasonable person would expect this to be a "warranty" based on your contract

We regret your frustration in regards to this claim The information provided by the service provider stated that your water heater was leaking from the main storage tank Unfortunately, the main holding tank is not covered under the policy If you would like to discuss the cancelation of your policy, please call our cancelations department at ###-###-####.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Complaint: [redacted] I am rejecting this response because: CHW has yet to refund my remaining contract rate on the policy of [redacted] for the amount of 1,Calculation as following:Date Claim# Amount8/15/ [redacted] 359/4/ [redacted] 65.4110/8/ [redacted] 42.0310/17/ [redacted] 221.3410/28/ [redacted] 114.65Total 478.43Contract Number [redacted] Contract Rate 1,Contract Term 6/29/- 6/29/2020Contract Term Months 72Contract Cancellation Date 12/29/2014Contract Prorate Refund 1,Cancellation Fee 50CHW Service Cost 478.43Refund Due Contract Holder 1, Regards, [redacted] ***

I am rejecting this response and would seek a refund for the policy premium for current year

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at [redacted] We regret your frustration with the outcome in regards to claim # [redacted] , for your water heater Upon diagnosis, the service provider stated that your unit was leaking from the storage tank Unfortunately, the storage tank is not covered under CHW policyPlease see below:WATER HEATEREXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment bui– Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding gallons - Drain pans and drain lines - Tankless water heaters.Our records indicate that per your request, your CHW policy was canceled on 9/24/14.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret your frustration with the outcome in regards to your claims for your Water heaters Our records indicate that a total of four claims were entered on your policy Three claims for your water heating systems and one claim for your Garbage disposal unit.The first claim was entered on 10/02/14, claim# [redacted] The information provided to CHW stated that your unit had sediment buildup which caused it to fail Unfortunately, CHW does not cover failures due to sediment buildup as this is a maintenance type of failure Please see below:DCOVERAGEWATER HEATER (Gas and/or Electric)EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment bui– Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding gallons - Drain pans and drain lines - Tankless water heaters.FLIMITATIONS OF LIABILTYWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe 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 pressureWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 second claim was entered on 11/10/14, for your Garbage disposal; claim# [redacted] Upon diagnosis, the service provider stated that the unit was clogged and needed to be snaked This claim was covered by CHWThe third claim was entered on 12/14/14, claim# [redacted] Upon review of your invoice provided it stated that work was done on the left unit in the garage, which indicates that there is more than one water heater unit in your home Unfortunately, per CHW policy, only one unit is covered unless additional coverage is added.Please see below:DCOVERAGE The Coverage is for no more than one unit, system, or appliance, unless additional fees are paidIf no additional fees are paid, covered unit, system, or appliance is at Our sole discretion; certain limitations of liability apply to Covered systems and appliances.The fourth claim was entered on 1/19/15, claim# [redacted] Upon review of the invoice provided it stated that work was done on the left unit, which again indicates that there is more than one water heater unit in your home In addition, you have repairs on your unit without authorization from CHW Per CHW policy, repairs done without prior authorization are not covered.Please see below: CSERVICE CALLSWe has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at [redacted] We regret your frustration with the outcome in regards to claim # [redacted] , for your water heater Upon diagnosis, the service provider stated that your unit is leaking from the main holding tank Unfortunately, CHW policy does not cover the main holding tank as part of the water heater coverage.Please see section below:WATER HEATER (Gas and/or Electric)EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment bui– Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding gallons - Drain pans and drain lines - Tankless water heaters.If you would like to cancel your policy, please contact our cancelations department at ###-###-####.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

I do apologize, I did document the incorrect policy I have looked into the correct policy and do see that you have cancelled with us after you were advised your claim could not be covered I do apologize, our company does only fix mechanical failures and a smell is not a mechanical failure The tech did state to us that he found nothing wrong with your unit Although you have cancelled your policy with us, we are willing to offer you back a full refund Our technician did give us a diagnoses but you stated that he did not and since you stated this, we are willing to refund you for the $service call fee as well Please email me directly and I will send out the correct paperwork for your refund My email is [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 you have encountered with this situation Our records show that the remaining $was credited back to your credit card used for purchase on 11/20/ Please verify with your credit card company If you have any questions feel free to contact our customer service department Best regards,CHW

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] I do not think this resolution is fair, but have accepted as I am facing cardiac surgery next weekand do not have the energy to pursue itWhen discussing this with their representative, I asked them where theythought I could have gotten a dishwasher for $or $ She could not give me an answer So I assume they just make up an amount thatis as little as they think they can get by with Additionally I think they had no intention ofaddressing my concerns until I made my complaint to Revdex.com My original request for mediation was sent1/4/ So it took over two months to get a phone call from anyone willing to discuss the matter I was NEVER contacted by anyone who workedfor the Mediation company listed in their booklet I can only assume there is no mediationcompany and that it was only a ruse to put people off

Complaint: [redacted] I am rejecting this response because:Iwas told that the furnace would be replaced if it had a cracked heat exchanger which it ended up being and now they are saying that they won't pay for it Regards, [redacted] ***

I am rejecting this response because: The information given by choice home warranty was inaccurateMy air condition was well monitored as well as well taken care ofI signed up with choice warranty in April 15,In May 23,is when my motor to my air-conditioner went out, they also refused to fix it I had to get [redacted] LLC to fix itWhen I had this problem in March 23,2015, the technician from Fresh wind AC came and checked it, I asked him if I had enough Freon, he stated that I indeed there was enoughHe stated that my condenser was bad, and when I asked what could be the cause, he stated he honestly does not know what might have caused this to happenedChoice home warranty are just living up to their commitments as they said they would in the warranty and are trying to find anyway out of fixing my air conditioning regardless of the fact that their the one's who claimed that is was fixed but indeed it was simply notThey gave information by selling inaccurate information to customersThe information they gave about ground surge causing my condenser to stop functioning is not in my contract manualAs well as the statement that my Freon was lowAll their business information are gimmicksFrom what their actions prove, they are looking for ways to avoid keeping their part of the contract, they have shown that all they are after is making money and not taking care of the costumer as they claim they doI want the Revdex.com to post this so that people will take note of their business practices and avoid using choice home warrantyRegards,

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

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php Per your request we will apply a credit to the credit card on file for $ The last payment on 12/10/was voided on 12/10/14, leaving you with a total credit of $for the last two payments.The details of your situation are not representative of the 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