Choice Home Warranty

Review: I had purchased my home warranty from choice home warranty on 11/13/2013 via Policy #: [redacted]. They had a 30 days wait period before the policy becomes active, and policy became active on 12/13/2013. My heating system stopped working after that and I filed a claim with them on 12/20/2013 via Claim #: [redacted]. They sent a technician who said that it had a freon leak, which caused the heating system to shut down. Just a couple of hours after the technician's visit, I got a call from this company and they said that it is a pre-existing condition and they will not owner this claim. It was a shocking news to me. Freon leak can possibly happen in even a few minutes/days/weeks, and without any proof they denied the claim. If it was a pre-exisitng condition, how could I live without heat for more than a month after buying the policy on 11/13/2013? Secondly, they should have inspected the appliances, before selling me the insurance, if they had any doubt on the condition of the appliances. My home is a 15 year old home, and it is possible to have issues any time, and they are supposed to cover the claim if filed within active policy period. This problem happened well within active period of buying the policy and they are supposed to get the heating unit fixed. If I buy a medical insurance and get a hear attack next day, insurance company can not deny the claim saying that your arteries were blocked since a long time, and we will not honor this claim. This insurance company is rejecting my valid claim, without any base or proof.

I will appreciate your help.Desired Settlement: Get the heating system fixed and working. My family is going through a tough time without heat in this peak winter time.

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 am very sorry that your claim was denied our policy clearly states that all units must be in working order prior to purchasing the policy. This is why we do wait the 30 days to give you time to make sure that your units are in standing order. Please understand that this is NOT an insurance company but a Warranty company. 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.

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 am fully aware of their rules and agreement, and my claim was NOT a pre-existing condition. Following are my explainations with sequence of events:

I purchased the policy on around November 13th, 2013.

My 30 days wait period was over on December 13th, 2013 to mitigate any possible pre-existing conditions, and my active policy coverage started thereafter.

My heating system was working fine till December 17th/18th, 2013, and it quit thereafter, so I turned the emergency heat on after that, and filed a claim to this company.

Their technician came a couple days after I filed the complaint, and a couple of hours after his visit I got the call from this company mentioning that this is a pre-existing condition and they will not honor the claim. I asked them to send me in writing with a detailed reasons behind their judgement, but they never sent me any written denial email/letter till date. Now my emergency heat is also gone down, and I had to hire someone to get it fixed due to the extreme weather conditions in last few days.

It was just a coincidence that my heating stopped working within few days after policy activation. If it was a pre-existing condition, how could I stay cold for more than a month without properly working heating system during the 30 days of waiting period? What is the purpose of having the 30 days wait period? If I had active warranty policy at the time of appliance breakage, it MUST be covered. They should have gotten a pre-inspection done, before issuing the policy to me, if they had any doubts about the conditions of the appliances. My claim was right and the heating system problem was NEVER a pre-existing condition. They MUST get this unit fixed at my home, without giving any false excuses.

I will appreciate all the help.

Regards,

Business

Response:

Dear [redacted]:

I am very sorry for your frustration, the pre-existing condtion means that the unit had not been maintained properly in order to break just a few days into your policy. Do you have any maintenance records showing that you have properly maintained this unit for the past couple of years? If you do, I will be happy to look further into this matter for you.

Best regards,

CHW Quality Control Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am very sorry to write you that this is the first time you are asking for the maintenance records. Earlier you just rejected my case without asking for any further papers or maintenance documents, which I had and could have provided you if asked earlier.

As you know, it was extreme cold since past many many weeks, and my family needed heat to survive, so I got my unit replaced with a new one and destroyed all the papers of the old unit, because I did not have any reason to save them with a new unit installed. I wish you had asked me for these papers earlier.

Your company is fully responsible for all the trouble I had to go through in this extreme winter without heating in my house, and you should not ask for these kind of proofs after so many weeks of denying my case. I seek a complete reimbursement of the replacement cost ($3500) of my unit. If needed, I can provide you the invoice for the new unit, I got installed.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I never ever got any email from your office asking the maintenance records. Even your first response back in December/Early January about this complaint, had no mention about maintenance records. . Secondly, I got a call from someone in your office a couple of weeks ago and that person denied to cancel my policy, without me signing the release form about this claim. This is ridiculous. These are not the traits of a reputed company. As per the contract, the policy can be cancelled at any time on a prorated basis.

Regards,

Business

Response:

Dear [redacted]

Your Claim #[redacted] was placed on 12/20/13, I sent you this email on 12/24/13:

12/24/13 10:30 AM

Dear [redacted]:

I understand your frustration on the denied claim. Can you please provide me

with maintenance records for you unit for the past 1-2 years and I will be able

to assist you with your claim.

Thank you,

This is documented in your account, from that day we never received any information of any records of maintenance. When you filed your Revdex.com complaint on 2/28/14, I again asked you for maintenance records for this unit. You did not respond with any, instead you told me that you threw them away and that you purchased a new unit. Four days after you placed your claim, I asked for records to HELP you in your situation.

The last letter that you sent to us, you requested to have your policy cancelled on 3/12/14. Our retention department received the request and per our policy, if you are to cancel your policy prematurely we do require a form signed to say that we did in fact cancel the policy per your request and that all matters have been resolved.

If you would like to cancel this policy, please advise me via email at [redacted]@choicehomewarranty.com and I will send you the proper paperwork.

Thank you,

Review: May 2003 I signed up with Choice Home Warranty based on a conversation with a Sales Associate stating how easy my life will be having this coverage. Since then it has been nothing but a headache. Claim after claim gets denied. I want to discuss the most recent claim regarding my A/C unit. In July 2003, my unit broke down, Choice referred their contractor who is licensed. Long story short they refused the claim of $1200 because they claim the unit was not maintained. I had the work completed by their contractor they assigned and paid out of pocket. Recently, April 2014 the same unit went bad again. Choice assigned a contractor and again refused a claim stating the work done during the last call in July 2013 was not done accordingly. I am not a licensed A/C contractor and was satisfied with the work done by the Choice assigned contractor based on their review of the licensing and work ethic. I did not know once I had work completed that I had to hire someone else to check to see if that work was completed accurately. I did have the work completed and paid out of pocket again. It seems that the contract Choice Home Warranty has in place contains unethical language and has a reason to basically deny any claim. As I have tried to request a denial letter in writing, they refuse to give it to me claiming it is again their policy and it is stated in the contract. I have never heard such a thing. Since my recent issue with CHW, I have requested that they only contact and communicate with me via email. They have yet to acknowledge that. They are not serving me as their client and are in breach of their contract. My CHW Account # [redacted].

This is a joke: At Choice Home Warranty, our focus is on quality... providing quality home-warranty products to our customers, following up with quality customer service when our homeowners contact us, building quality business relationships with our contractors, and ensuring quality work from our contracted technicians.Desired Settlement: Since their contract is unjust I would prefer a refund of my contract fee. I currently have 2 homes under contract. If they cannot comply with that, I wish for all my claims to be re-reviewed and refunded. I would request that their contract be investigated and reviewed to protect their clients and not be designed to take advantage of the many.

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 understand the frustration that this has caused you. Per our policy we are not responsible for the service provider. We do suggest that you go to the Service Provider that did the prior work to your unit and speak with them. They would be responsible for any repairs if they had made any mistakes or caused any other damages to your unit.

The most recent provider stated that, “There was an improper previous repair and this has lead to other failures.”

Per our policy, please see Section F. LIMITATIONS OF LIABILITY: NUMBER 19. You agree that CHW is not liable for the negligence or other conduct of the Service Provider, nor is CHW an insurer of Service Provider’s performance. You also agree that CHW is not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The challenge becomes when one service provider states another service provider did a bad job when in fact they were both CHW contracted agents. This is rediculous. I paid for a contract so that I could experience a worry free life and they want me to figure all this stuff out. Looking at their contract, there is a loop hole to get out of paying for everything. I use to maintain my equipment and never had issues until CHW stated I had to get it serviced by a licensed agent, this is when issues arose. They refuse to pay for a prior claim stating it was not maintained and no records provided for the maintainence. In fact I sent a letter stating how and when I maintained the units and never got even a courtesy reply. Thisc compounding in to recent issues. I oversee an operation that employees over 2000 people and will be telling each one not to join CHW. This is just a small piece of the overall operation which employs 200,000 people. I have seen SCAMS before and after all the experiences with CHW, they are nothing but a SCAM.

I will be sending CHW a notice to remove me from all their listings. If I receive any solicitation of any type from them, I will be sending them a consultation fee of $150/hour, minimum of 2 hours. This is my usual and customary charge on my contracts. This is going to be my decision to opt out of all their marketing and violation of such a request would be violating my rights.

Regards,

Business

Response:

Dear [redacted]:

I am very sorry that you feel as though you do about CHW. We are a very reputable company and do care for our customers. We have a policy that is on our website for anyone to see. www.choicehomewarranty.com/useragreement. We are not scamming anyone because anyone can read our policy before they sign with us.

Unfortunately, your policies both have expired and I will make a note in your account not to contact you to renew with us.

Once again, I am very sorry for the frustration that this has caused you.

Best regards,

CHW

Review: Contacted them on may 2 on air conditioner not working, Sent a tech to look at it on may 9 and then tech refused to do anymore work. Made numerouse called talking to supervisors and a manager, All they say is working on it. My air conditioner has not worked since the 2nd. The tech said leak in evaporator, which resulted in no freon in system. They said system is older and the part expensive so they requested new system.Desired Settlement: Either fix my air conditioner or put a new one in.

Business

Response:

Dear [redacted]:

We are very sorry for the frustration with this claim. We are having a hard time locating a service provider in your area. We can continue to search for you or you can use your own service provider and have them call us with the diagnoses for the unit. The service provider would have to call before any work is done to have the authorization. If they do not call prior to the unit being worked on, we would not be able to reimburse you for them. Please have them call our authorization department at ###-###-#### and follow the options 5 and then 1.

Thank you,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This situation has been going on since may 2nd. I have ask for names and numbers to companies they have in this area to see if I can schedule someone and they refuse. I pay for this service and they are doing nothing. All I want is it to be fixed or replaced. I feel I am being lied to because they don't want to replace my unit

Regards,

Business

Response:

Dear [redacted],

We are very sorry for the frustration upon this claim. We have contacted the services provider [redacted] Service Inc and we do see that they are coming back to your home and helping with this unit. Please feel free to contact us if you should have any problems.

Thank you,

CHW

###-###-####

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 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: 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 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: 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: CHW promised me that said item i.e. (stove oven) could not be repaired they would replace it. When item was not repaired they offered a buy-out that was not enough to replace my stove. Much less than the cost to replace it.Desired Settlement: Total Refund for Replacement of stove

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] We regret your frustration with the outcome in regards to claim #[redacted], for your Oven. Upon diagnosis, the service provider assigned stated that your oven needs a new control board and touch bad. He advised CHW that the touch pad is no longer available. Per CHW policy, when a part is no longer available CHW reimburses the cost of part and labor for the associated repair. The price for the part and labor for this part was $130.00; however CHW increased the amount to $500.00 which you accepted to help towards replacing the unit.Please see below section:F. LIMITATION OF LIABITY9. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: Call Choice Home Warranty 3-10-2014 to fix my Refrigerator, Ice in my Crisper. It's been 9 months, 7 repair men, & 5 Choice Warranty persons. I bought 3 year Warranty and Paid for it in full. When I told Choice I wanted to cancel. I was told after paying over 3,000.00 Dollars for this warranty, I would get back 399.00 Dollars. Said I had to pay the 7 repair men expenses. They new they were wrong, started quoting different parts of the contract. I feel they just took my Money, because they knew I had no recourse. "They've done this before"Desired Settlement: Return my money, and close down this company.

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 Refrigerator. Our records show that we have authorized different technicians to perform a number of repairs on the unit totaling $570.00. Our records also indicate that you requested to cancel your service on 12/8/14. Per CHW cancelation policy, we were given a prorated refunded of $399.99 that was credited to your credit card on 12/9/14.Please see below section:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-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. 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: Before I canceled. I talked to Superviser [redacted] from C H W and I was told to call a Samsung repairman, Pay the bill, and Fax all the paper work to C H W for reimbursement. I did on 11-14-2014 at 11:11am Fax 1-732-520-6425 and received conformation it was received by C H W, C H W also kept that money. The company ADVISED me to cancel and get a refund, before C H W told me what the refund would be. C H W should reinstate my account and not cancel me out.

Business

Response:

We apologize for the frustration that you have encountered in regards to this claim. Our records indicated that per your request on 12/8/14 you policy was cancelled. Unfortunately, we cannot reinstate you policy. If you would like to open a new policy please contact our sales department.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: Garbage disposal was not replaced after repair man was denied approval. Disposal was replaced by me. It cost 85.00 much cheaper model than what I had.

I purchased the warranty. The warranty was active. My garbage disposal started making noises. I called and ask if it was covered. They told that it would be covered. They sent a repairman. He showed up and told me it needed to be replaced. The customer service would not approve the order. He was then told to collect money for service call. Then left .

I feel that it is dishonest . I was told that it would be fixed under the agreement. They said that it was pre existing. ??? And was told since it was obvious ,I'm not happy with their service that they were canceling my account. But yet I continue to be billed. I have tried to contact [redacted]

But I get no response.

I had to cancel my check card to get the payments stopped.

They owe me from January to this current date. They over drafted my account and caused over draft fees.

and I had to pay for a warranted item out of pocket.

I feel that they are being dishonest and that this company needs to be investigated.Desired Settlement: Refund all money taken from my account and pay 1 over draft fee of 35.00 for unauthorized withdraws. total of 4 months x 34.50.I do not with to sign a release agreement. Choice warranty dropped 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 that started on 02/28/15, I do see that you placed a claim for your garbage disposal on 3/8/15, 8 days after the policy started. The technician advised CHW that the system was warn out and was failing for a while. Per our policy, you must come into the contract with everything 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.Also, please see Section 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.This was considered to be a pre-existing condition being that the policy was 8 days old. I do see that you have spoken to Sam on 6/3/15 and he advised you that Christine does not work with CHW any longer, also for a monthly policy, we do not offer a refund because you had not paid for the policy in advance. There would not be a refund to be given. Please see Section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-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.I also see that your policy is past due in the amount of $34.50. If you would like to cancel your policy, I will request Sam to call you and he can explain to you again the policy and why we are not permitted to give a full refund.We do apologize for the frustration that this has caused you and we do thank you for your feedback.Regards,CHW

Review: I purchased a home warranty from Choice Home Warranty on April 15, 2015 (Contract #[redacted]). I was told by the sales representative (and it is advertised by the company) that there were no preexisting condition clauses, no inspection of my systems were required, and that the age of my systems did not matter. All that was required was a 30 day waiting period if it became necessary to file a claim. I subsequently purchased a home warranty for $528.00 to cover all the systems in my home in addition to my pool equipment

In May 2015 I turned on my air conditioner for the first time and it would not produce cold air. I called Choice Home Warranty to report the issue (the 30 day waiting had been satisfied) and asked if I could have an a/c company of my choice come to my home. They said that was fine and that the technician should call them with the diagnosis after looking at my system.

The technician recommended replacing my system rather than repairing it as it was 14 years old it would not be cost effective to repair. it. We called Choice Home Warranty and were told that it would not be covered since it was a pre-existing condition due to its age and it could not have just broken down at all once. Needless to say, this is ridiculous as they could use this "logic" to refuse to repair any item in my home as all systems and appliances are in a continual state of use and wear.

I told the representative I wanted to just go ahead an cancel my policy as I did not want to do business with a company that does not honor what it promises. Choice Home Warranty then deducted $50 for a cancellation fee and $50 as a charge for the month I had "used their services".

I went to the Ft. Worth, TX Revdex.com website and found that the company has 1028 complaints filed against it including government action for deceptive practices. I wrote to the company twice in the last month to request the $100 they withheld be refunded to me. I have not received a responsDesired Settlement: I am requesting a refund of the $100 Choice Home Warranty erroneously withheld when I cancelled my contract with them due to their refusal to provide the services I had contracted for.

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 have cancelled it. The amount that we refunded you was correct. You had your policy for one month and we gave you the pro-rated amount. We have already refunded you the $423.00 that was due back to you.Please see our cancellation policy, Section L. 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.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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did not receive one month of service as the business claims. The first month is a 30 day waiting period so you are unable to use services at this time and no services were provided. The $50 I was charged for this month should be refunded to me.Additionally, after the one month waiting period had passed, the claim I submitted for the services that I had contracted for was denied. I was told that the decision to provide services is made on a case-by-case basis. This is not what is represented by the company and what I consider to be false advertising. If I have an appliance or system that breaks down, it should be covered as that is what is represented by the company. I cancelled my contract as I did not want to do business with a company that does not provide the services that are contracted for. Given that there over 1,000 other complaints registered against the company through the Revdex.com (one being registered by the government) I am not alone in feeling that the services contracted for are not being provided.

Regards,

Business

Response:

[redacted] R [redacted],Please see our policy section A Coverage where it states you MUST come into this policy with your units in GOOD WORKING order. This is to be considered a known or unknown pre-existing condition that CHW does not cover. Please see Section 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.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.Your policy started on 05/15/15 this is AFTER the 30 days that you had to review the policy and to ensure that all units were in good working condition, on 05/16/15 you then placed a claim for your AC stating that it was not cooling and making a clicking noise. The technician stated that the unit was completely rusted, the evaporator coil was leaking and lastly Condenser has all kinds of issues. This being told to us after the policy had started one day before, it was apparent that these failures could not have happened within the DAY that you had your policy.We understand that you wanted to cancel your policy but that is breaking the contract with CHW there for Section L. applies to the refund that you receive because it was after the 30 days that you had purchased the policy.:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. Please feel free to contact us if you should have any further questions about our policy and we will be happy to advise you. We do apologize that you are upset with the outcome of the claim but CHW is in compliance with our policy. You can always view the policy online at www.choicehomewarranty.com/useragreement.Thank you,CHW

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

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 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: We became a customer of Choice Home Warranty in December of 2014 after we were offered a reduced price and lower copay by paying for 3 ½ years in advance. After the 30 day waiting period, we became eligible to utilize the services of Choice Home Warranty on January 18, 2015.

On December 26, 2015 we called in for repair of our dishwasher. The wash cycle on our [redacted] dishwasher had expanded from a typical 2 hours in excess of 4 hours sometimes taking 6 hours to complete. We noticed the dishwasher would display 1 minute left for the cycle but would take 1-2 hours more to finish. When opening the dishwasher at completion, sometimes there were suds still on the bottom. But the most common occurrence was the absence of heat and noticeably significant moisture on the dishes and the interior tub. Typically at the end of the wash and dry cycle, you could not hold the dishes with bare hands because they were too hot. This was no longer the case.

On January 4, 2016, the repair person, [redacted] for [redacted]. came out. He diagnosed the problem and told us that the heating element needed to be replaced. He would order it by the end of the day and call us back to install the new part. We asked for a work order describing the diagnosis and steps to correct the problem. He seemed a bit uncomfortable and said he normally doesn’t do that and he would have to go out to his truck. Not to make an awkward situation worse, we did not insist on a written work order.

On January 5, 2016, we received a call from Choice Home Warranty. They wanted to know if the technician assigned called us to set up an appointment to look at our dishwasher. We told Choice that the technician was already there the day before and had ordered the part. We were told that the technician cannot order a part without approval. Choice said they would contact the technician and get the ball rolling.

On January 6, 2016 we were informed by Choice Home Warranty that there is nothing wrong with ourDesired Settlement: We don’t want to be customers of Choice Home Warranty any more. They clearly do not have the customer’s best interest in mind. We want to sever our ties with our money back for remaining balance of our contract term as well as reimbursement of the copay we gave to [redacted] and full reimbursement for another technician to repair the dishwasher.

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 claims, we do see that the technician came out to your home for your dishwasher and he stated that he found no failures. We also see that you had your own technician come out and he stated that there were failures and the cost of the repairs would be $$254.39. We can see that CHW approved a check for you in the amount of $299.39 which means that we did provide you back the service call fee that was given to the first technician that came to your home. We have placed a complaint against this technician and the Vendors Managers will speak with him, we can assure you that he will not come back to your home if you chose to keep your policy.We cannot cancel the policy through the Revdex.com but we do ask if you are still requesting to cancel your policy, please contact us and speak to our Retention Department. They will be able to provide you with the amount that you would receive as a pro-rated refund that would be in accordance with our policy Section L. Cancellations.We do regret any frustration with this claim and do hope that you chose to stay with CHW as you are a valued customer.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: Home Warranty repair reimbursement for furnace repair in January 2016 denied claiming lack of maintenance (cleaning). Furnace was serviced twice in 2015 including routine maintenance and repair was for a failed air/gas mixture component totally unrelated to furnace maintenance (cleaning). Repair company has contacted Choice Home Warranty on two occasions providing the maintenance and repair detains and certifying that that this failure and repair was not not related to lack of maintenance.Desired Settlement: Choice Home warranty reimburses me for repair charges less the required $45 deductible as provided in the home warranty contract.

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that you have a tankless system in which CHW does not cover. We also confirmed with the technician from Ferguson Heating that the unit failed due to the gas valve and cleaning of the unit. Per Section D. Coverage, CHW does not cover failures due to valves. Also, per section F. Limitations of Liability #12 states that we do not cover failures due to a lack of proper routine maintenance. We do see that you were provided with a goodwill gesture that you accepted in the amount of $150.00 towards this claim.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Really fast service, problem I had was beyond repair so they replaced it with no questions asked. Also only a 60 service fee!

The service people at Choice were extremely friendly and helpful in helping me file a claim. The service company [redacted] in Mississippi were on time and did a fantastic job diagnosing the problem and fixing it.