Choice Home Warranty

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

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: 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: 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

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

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

Business

Response:

Dear [redacted]:

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

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

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

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

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

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

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

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

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

Regards,

Business

Response:

Dear [redacted]:

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

Sorry for the confusion.

Best regards

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

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

Regards,

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

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

Business

Response:

Dear [redacted]:

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

I have read over your claim and I do see that we have had not only our Service Provider to your home but your own Service Provider there as well. In both cases the diagnoses came back to us in the same way, that there was rust and corrosion on the unit. The pictures that were sent to us confirmed this as well. I am very sorry but our policy does not cover this type of repair, please see Section F: LIMITATIONS OF LIABILITY: Number 8. CHW is not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.

Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

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

Regards,

Business

Response:

Dear [redacted]:

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

1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.

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

Sincerely,

CHW QC Manager

Review: 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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We do apologize for any inconvenience that this has caused, please be rest assured that the policy is not active and your credit card was not charged. You are cancelled within our system and are fee to go to whatever place you have found. If you choose to come back to CHW, we would be very happy to accept you back.All the best,CHW

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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

Business

Response:

:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .Upon review of your policy #[redacted], I do see that you placed a claim on 3/20/15 for your refrigerator. I see that we were able to dispatch FIRST CLASS AC & APPLIANCE on the same day. I do apologize that the service provider did not respond to you right away. I do see that you had spoken to our customer service department on 3/20/15 and they did advise you that the service provider has up to 24 hours to make an appointment with you but if you are not satisfied with this; you can retain your own provider and use our reimbursement option.Your request to cancel this policy was already taken care of when you called back on 3/23/15 and I do see that we issued you a refund of the last payment as a goodwill gesture.I am very sorry that we have lost you as a customer and I have placed a complaint against the service provider for taking a long period of time to make an initial call to you.We are very sorry for the frustration that this claim has caused you, we appreciate the feedback about our customer service department and our service providers.If you should have any further questions or concerns, please feel free to email me directly at [email protected] details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. Best regards, CHW Customer Advocate

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your Air conditioning. Upon diagnosis, the service provider stated that your unit’s evaporator coil is extremely dirty, causing a Freon leak on the system. The technician pointed out that this failure was caused by lack of maintenance. Unfortunately, per CHW policy, failures that are due lack of maintenance are not covered.Please see below:D. COVERAGE4. AIR CONDITIONING/COOLEREXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.F. LIMITATIONS OF LIABILITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

Review: [redacted]

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

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

Business

Response:

Dear [redacted]

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

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

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

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

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

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

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

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

F. LIMITATIONS OF LIABILITY

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

8. CHW is not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.

12. CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the contract holder’s failure to perform normal or routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Consumer

Response:

Review: [redacted]

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

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

Regards,

Consumer

Response:

Review: [redacted]

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

Regards,

Business

Response:

Mr [redacted],

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

Review: 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: 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: CHOICE Home Warranty is a poor excuse for a home warranty company. As you can see by the state of New Jersey fining them and also by the shear number of complaints on this board. on 12/26/2015 my covered cook top stopped working. Finally on 12/28/2015 they assigned a tech to the claim ([redacted]). The tech came out and said that the cook top needed to be replaced and would put in an estimate for the parts and labor. CHOICE called on 12/29/2015 and offered $275 for the claim instead of the parts and labor because the parts were no longer available. We disputed this amount as unreasonable as it could not possibly be the "average cost of parts and labor" for the replacement of a cook top as per F.9 of the contract. I requested that they provide me with their calculations for the average costs of parts and labor, they adamantly refused. The supervisor was rude and told me that she would not stay on the phone with me while I did my research on the cost of parts. I told her that you cannot get prices for parts that are no longer available, AND the tech was unable to even provide part numbers because the system was older. Any price that the amazing Google would find would likely be out of date and not a current price to replace something. She basically told me that she had to get off the phone and could not provide me with the information that is necessary to calculate the "average cost of parts and labor". She then told me that there was some price guide (which clearly is not the average costs of parts and labor). they needed to get their stories straight. $275 is completely insufficient for the repair and installation of a full kitchen cook top.Desired Settlement: Choice Home Warranty should provide an additional amount toward the replacement of my covered cooktop. The average price for a new cook top is $1000, not including installation. Pursuant to F9 they are permitted to offer cash value for the average cost of parts and labors, their offer of $275.00 is ridiculous. They claim there is some pricing guide they use, but would not show me the pricing guide. I believe that a fair offer would be $500 for the covered cooktop.

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 http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, you had a claim for your oven cook-top on 9/23/13 and CHW did replace the parts of your oven. The parts at that time excluding the labor and the tax, your oven now has the same parts failures and CHW is offering you more funds towards the parts than previously in 2013. Since we do understand that the parts may have gone up since then, we are willing to increase the amount to an even $300.00 for the amount that we would send to you. Our authorization department did not base the amount according to this; they based it on the national average cost of the parts. If you would like to accept this offer, please contact us as it is documented in your claim. We do regret your frustration with this claim, we do see that all the claims that you have had with us, we have covered and we do look forward to assisting you for future claims. Thank you, CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Makes no sense. I am not discussing a 2013 claim that prior owners made regarding the cooktop. I am taking about a 12/26/15 claim made by me. I am basing my rejection on your own policy language which I have previously quoted in my complaint. I would accept an offer of $500 to resolve his claim as pursuant to your own policy language.

Regards,

Business

Response:

[redacted],As I have previously stated in our last response, our authorization department did not base the amount according to this; they based it on the national average cost of the parts. The cost that they originally offered you was the correct amount for this type of oven. I have offered to up the price for you. I do apologize that you are not happy with this amount but this is over the amount that was offered to you and over the amount that is for the parts are sold for at this time.Although the price is not negotiable we are willing to increase it again for you to $350.00. This is the most amount that we are able to offer for this type of unit based on the national whole sale cost. We are not providing you with a new unit as stated before, we are offering you funds towards the parts and labor that we would have paid.If you accept the $350, we will be happy to process the check. We do regret your frustration with this claim.Thank you,CHW

Review: I have a policy with Choice Home Warranty and the policy does not expire until 05/19/2017. During the Holiday season , my garage door stopped working and I reported it to CHW.

CHW said that it will only cover one garage door ( I had one replaced beginning of the year ) . I talked to [redacted] and he said , I can put another $35 extra to my insurance policy to cover the other garage door that was not working. [redacted] ( said that he is a manager ) told me that I can put a claim on February 1 . 2014 and they will repair the garage door .

Today , [redacted]l told me that the claim was denied , [redacted] was no where to be found. [redacted]l told me that it is a pre existing condition and I have to fix the problem. When the manager [redacted] asked me to put additional money down , he never mentioned pre existing condition . CHW is certainly not a good business for the state of N.J.Desired Settlement: [redacted] , the manager , who represents CHW needs to be honest in doing business.

I sincerely hope that my garage door will be repaired by CHW.

Business

Response:

Dear Mr. [redacted]:

I am very sorry for this misunderstanding, I do see that you placed the claim on 12/19/13 and then added the coverage on 2/4/2014 and called in the claim.

I have spoken with [redacted] and he did advise me that he explained to you that he can add the coverage for you but that the unit would not be able to be covered because it would be a pre-existing condition. Although he did advise you of this and the claim was then denied, we are willing as a good will gesture to offer you $150 towards the repair for the unit.

Once again, we are very sorry for the confusion.

Best regards,

CHW Quality Control Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:When I was talking to a manager name [redacted] and he told me that he was authorized to split the repair bill into half. When [redacted] came back from his smoke break , he told me the claim was denied. He also told me he was a Harvard graduate and I could not speak to anyone else. From now onwards , if I have any claim , it has to go through him. I felt very threaten .I sincerely felt that he was using his authority to belittle the customer . I am really surprise that a big company like CHW does not allow clients to voice their concerns.

Regards,

Business

Response:

Dear Mr. [redacted],

It was a pleasure speaking with you and your wife this evening. I am so very sorry for all the trouble and I have sent you the agreement via email in order for me to release the $300. to you. Thank you again for bringing this to our attention, as I said to you and your wife, CHW we do not condone that behavior and we apologize.

Please if you don't mind, since we have resolved this matter, close out the Revdex.com as resolved.

Thank you again,

CHW QC Manager