Choice Home Warranty

Review: On 8/17/2015 I called to make a claim because my a/c was not working properly. They told me that they couldn't find someone near my area and if I knew of someone for me to call them. I called the first repairman and he called directly to them to explain what was going on. According to the first repairman he told them that my unit needed to be replaced. Later that repairman never got back to me so I called home choice again to asked them if I could find someone else since the first one never did anything. They went ahead and told me yes, but that they could only pay the fee of 45.00 once. (which they never paid me back). The second tech told them the same thing that my a/c needed to be replaced. When I called them to find out the status of my claim they told me that they had denied it because the tech had told them that it was not working because of bad maintenance. I called the tech and the tech told me that it was a lie and the reason they said that was because they didn't want to pay for the expenses. Later I told them that I didn't want to be their client anymore and that I wanted to cancel my policy, but till this day they keep on charging me. I already told them I don't want their service. If they are willing to pay for the a/c unit I will continue being their client and if not I want what is owe to me which is the repair of the a/c unit which was under warranty and it should have been covered. I ended up paying 4,900 dollars which they are the ones that should have paid. it's not fair!!! I find this to be false advertisement because they don't keep their word. They just want to rip off people with bunch of lies.Desired Settlement: I feel that it's their responsibility to pay for the a/c unit that I had to get. I had to get a new one because it wasn't fixable. According to their contract if anything happens to your a/c they will either fix it and if it can't be fixed like in my case they will put you a new one. I feel that they should pay the 4900 that I paid for the unit.

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, I do see that you filed a claim for your Air Conditioning system but it was not covered due to a lack of routine maintenance, we have it not covered due to rust and corrosion. The end result of rust and corrosion would be a lack of proper routine maintenance which both are not covered in our policy.We do not have any documentations of this account that you would like to cancel, we do see that on your previous account you stopped paying and were behind 10 payments then we cancelled you ourselves. This was for policy [redacted] that you purchased on 10/24/13 and was to begin on 11/24/13. The policy that you are referring to is policy [redacted], that you had paid $38.00 a month for. Per our cancellations Section L. you would not be entitled to a refund since you had our policy for the amount of time and had coverage. I will have a manager in the cancellations department contact you in regards to cancelling the policy but in regards to your claim, this is a non-covered failure that CHW will not be able to provide the funds for.We urge all customers to take the 30 day grace period to review their policy and contact us with any questions that they might have. This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section A. Coverage #3.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:What they are stating us not true because we had just gave maintenance to the unit in June. I spoke to the tech about what they had stated for not covering the charges and he stated that that is not what he said. He never told them that it was due to corrosion and not keeping with the maintenance. I can even get a statement from him that that is not what he said. They are just saying that because they don't want to pay bottom line. I feel that they should pay. They are just lying. The tech guy will provide me with proof that that is not what he said. Sincerely,[redacted]

Business

Response:

Dear [redacted],The technician stated that you had someone come to clean the condenser before he arrived the second time but by that time the unit had a leak in the coils and a bad compressor. Having the condenser will not stop the rusted area that the leak was coming from. This leak is from not maintaining the unit properly. The unit was out of Freon due to this issue as well. CHW cannot pay or assist for a claim that the policy is past due and the other policy you did the same thing, you stopped paying and are behind 10 payments. The first policy is cancelled due to this non-payment. If you would like to cancel the policy, we would be able to do so for you but we are not able to do so without your approval. Again, you have 2 policies and one has been cancelled already for the 10 missed payments. If you intend to do this again, we can make it easier to just cancel the policy for you.Thank you,CHW

Review: This company is a scandal! They have the worst customer service reps that handle your calls. My fridge has been out of service for over a week now and they have an open claim that is just lingering. I have called several times and the company that they are sending out to complete my work, is not at all competent and not at all professional. My fridge needed a repair because it was not cooling properly, the tech came out and left it all in pieces and with the dispenser not working. I have been calling for the past 2 days now for someone to come and at least see what was left disconnected causing my water dispenser not to work, and nothing!!! I spoke to a customer service agent and they are all acting like they are just sitting around in the middle of a training class because they don't take any of your calls seriously...it's like well you have a problem, not them. That is extremely poor customer service, and when you are paying for a service, you expect a certain level of professionalism and integrity, this company lacks all of thee above. I have never in my life had to deal with such unprofessional individuals that are supposed to be providing customer service. Then when I called and spoke to the cancellation department, he was no better, other than wanting me to know how i'm only going to get a fraction of my money that I paid; I've only had the service for a little over a month now and that one month cost me nearly $500!!! The rep that sold me the warranty was super friendly, very helpful, and I even started recruiting my friends and family to get the same plan....HUGE MISTAKE! My friend was waiting to cancel her old plan until this one became effective, I told her cancel it before it even starts! All the properly trained, professional acting service agents are busy selling the plan, and after that its like they put anyone on the phone. One guy even told me he was a supervisor, and I had to let him know that he must have slept all through training! Will be seeking legal advice!Desired Settlement: I would like for them to refund me based on the time that is remaining for all of my warranty. I don't mind them pro-rating the one month of one of the years, but the other miscellaneous stuff should be waived and should be given back due to the fact that their customer service reps were so very rude and not at all empathetic; their vendor was very unprofessional and incompetent! I don't appreciate it, and this has caused a lot of anxiety and stress to my physical and emotional being.

Business

Response:

Dear [redacted]:

I am very sorry that you are upset about your claim and how long it has taken to be completed. I have spoken to the Service Provider and he explained to me that you rescheduled him to come to your home on Friday, January 10th as close to 5 pm as he could. He stated that he has the parts for you unit and that he could have come to your home sooner if you had liked.

If you chose to close out your policy, there is a fee to do so also there would be a deduction of the cost of your approved claim as the cancellation department manager advised you. I do apologize that someone that is a supervisor was rude to you, please understand that CHW does not condone that type of behavior and if you could advise of the name of the person, I will have them retrained properly. I can see in our records whom you have spoken to but I do not want to penalize the incorrect person.

Thank you for your feedback, this does give us the chance to improve our services.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me pending that the technician completes the work order for my unit. It has not been completely resolved as of yet. I left a message on yesterday for the company that has been contracted to complete my service, I am looking forward to hearing from them today as today is a business day for them. I will look through my notes later and see if I can find the name of the person who was rude to me and forward that information to [redacted] for their retraining.

Regards,

[redacted]

Review: I notified CHW in September to request repair on my dishwasher. A repair man came out a couple of days later and told me that CHW will be contacting me, after about a week I had to called CHW to see what the next step was since I did not hear from them. I was told that the repair man did not respond back to CHW and they need to contact the repair man again; I called the repair man who stated that he did indeed submit the paperwork about the repair. Another call was made to CHW and when I told the representative that I was told the repair man did notify CHW it was then I was told that I would have to take a buyout of $260.00 due to the repair evaluation. I waited to contact CHW till late October and ask where the check was, I was told many different dates of when the check was mailed. Those dates are: 10/25, 11/1, 10/26, 10/28 and to date we still do not have the check.

My last conversation was today 11/12/13 and I was told that if I wanted the check I would have to pay an additional $30.00 for the claims department to write a check. I cannot believe this. I cannot believe the way I have been treated over the very first claim I had with your company. When I asked to speak to a supervisor I was told that I could not speak to any supervisor, that the supervisor could not do anything else that already has been done. Nobody can give me a straight answer about this claim.

I do not feel that I should have to pay a $30.00 fee to receive my check. I am very dissatisfied and hope to resolve this issue ASAP. It is bad enough that I was told that I had to accept the buyout at an amount that would not even cover a decent replacement and now to be charge a fee to receive the buyout amount is ridiculous.Desired Settlement: Although I do not agree to the buyout amount I had to accept the offer, I would like the $260.00, the buyout amount that was originally stated without the $30.00 deducted to write the check.

Business

Response:

Dear [redacted]:

It is very odd that you have not received your check as of yet. Please confirm that your mailing address is [redacted]

If this is correct, I will have a check sent out to you with NO charge.

Best regards,

CHW Quality Control Specialist Customer Advocate

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I purchased a home warranty from choice on 10-23-15 and I have a 30 day waiting period to use it. I made a claim for my washer on November 3, 2015. The contractor came out and told me that my pump was going out. At 1st he could not tell what the problem was because it doesn't do it all of the time. So he made the claim. Choice calls me back later that day and tells me that they are not going to pay for it because it was a pre existing issue. The tech also told them that the pump is not completely out, that it is going out. They are telling me that my pump was going out before my policy came into effect. But it only started doing this only a few days before I called in my claim. Like I told them it is not completely out but it is going out. And how can they tell me when my pump was going out. I stated to them that when I used my washer on the 2nd that it started to act up on me. So now they are telling me that I have to pay for the repairs myself because this is a pre existing issue. Which it is not a pre existing issue, it just started on Nov. 2nd.Desired Settlement: I would like for choice to pay for the repair of my washer. If they are not willing to pay for the repairs I will cancel my contract and I would want a full refund and I will look into getting another warranty with another 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. Upon review of your claim for your washer, the technician had stated that the unit failed due to debris stuck within the heat pump, he stated it was completely clogged. This failure takes a while to occur and per our records, this policy has not been in place long enough for the unit to have failed within the lifespan of the policy. Your policy began on 10/23/15 and your claim was placed on 11/3/15. As a good will gesture since you disagree with the outcome of the claim, hence our policy; CHW is willing to provide you with a full refund of your policy but we cannot provide you with the service call fee as that was paid to the service provider.We have documented your claim and if you would like a full refund of the policy, please contact us and we will provide you with a form to sign. You are a monthly customer and normally there would not be a refund also the 30 day grace period has passed to receive the full refund but we are willing to provide it to you.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am not sure if they have the right person. I was not having an issue with my heat pump on my washer. My washer was not completely clogged. If it was completely clogged it would have not drained at all, but it did drain sometimes and sometimes it did. If I get my washer fixed myself and I have another problem with it, will my claim get rejected again. If I just started having this problem how can you tell me that it started a while ago. But regardless of what you all decide to do my washer will get fixed. If I do decide to get my money back will I get all 3 months?

Regards,

Business

Response:

Dear [redacted],Kindly send the receipt to [email protected] and

please place the claim number on the receipt along with "POR" - this

is for proof of repair. This way any claim that you place in the future will be able to be placed for that unit.We do regret your frustration and we appreciate that you are going to continue to be a customer of CHW.Thank you,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This is so aggravating to me. Don't thank me for being a CHW customer because right now I am not pleased. Your company is the worst and I would not recommend you to my worst enemy. And that is the truth. I never had an issue with American Home Shield but against my better judgement I choice your company because it was cheaper and the co pay was cheaper. I guess I am getting what I paid for. Cheaper is not always the best and you are the cheapest and the worse. And the only reason I am keeping your lousy warranty is because I am almost 4 months in and it wouldn't be wise for me to start over with another company because I would have to wait 30 days. I will send you receipt for where I bought the part and a receipt for when I paid someone to do the labor. Please be advised that it is 2 receipts. One for the part and one for labor.

Regards,

Review: My refrigerator broke down on June 10, 2014. I called Choice Home warranty and they sent [redacted] repair out to repair it. On the display screen on the refrigerator was an error code O FF. The technician for [redacted] said the error code meant freezer fan was bad. He ordered a freezer fan and came back a week later. He put the new freezer fan in, but it did not work. He said the fan was bad and he ordered another one. He came back a week later with another freezer fan, but that one did not work either. The technician said he did not know what was wrong with it. On July 7, 2014, I got a call from Choice telling me that the refrigerator had a short in the inner wall of fridge and that was not covered under the warranty. I disputed this finding, so Choice sent out another repair company for a second opinion. Meanwhile, the [redacted] technician had taken the refrigerator apart and had taken some parts out of it. The second repair company ([redacted] Repair) came out on July 11, 2014. They took about 30 seconds to diagnose the fridge. They said that the error code O FF merely meant that the fridge was in Demo Mode and all they would have to do was press 2 buttons at the same time and hold it for 5 seconds to get it back. But the freezer fan had been taken back by [redacted]. [redacted] called Choice to get authorization to put another freezer fan in and to put the fridge back together. But Choice would not give the authorization. We called Choice and told them we did not want [redacted] to fix the fridge because that technician did not know what he was doing. We wanted [redacted] to do the repairs. Choice responded they would have to get the freezer fan back from [redacted] before they would authorize [redacted] to do the repairs. They have been trying to get [redacted] on the phone for 3 days now unsuccessfully. They seem more concerned with getting their fan back than fixing the fridge.Desired Settlement: I just want my fridge repaired. They have stalled me for more than a month and this is not acceptable. I paid my co-pay but the refrigerator still is not repaired. Instead of taking care of their customer, they are more concerned with getting their part back and I am considering legal action against them. This experience with Choice has been a nightmare and I will definitely not renew my coverage with them.

Business

Response:

Dear Mr. [redacted]:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and [redacted] 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 [redacted]s 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 Refrigerator. Upon diagnosis, the first Service Provider assigned stated that the unit needed a new control board and evaporator coil. CHW authorized the repair but when the technician went out to the home to finish repairs he reported that there was a short within the interior shell of the unit. Per your request we sent out a second technician for a second opinion. The second technician assigned reported the same parts were needed however he stated that the unit was in pieces. CHW policy does not cover interior shells of a refrigerator, however GW offered a goodwill gesture of $389.00 in lieu of repairs. Unfortunately, the offer was declined resulting in the closure of the claim.

Please refer to the below contract exclusions:

D. Coverage

3. Kitchen Refriderator

EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components

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.

F. Limitation of liabity

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 [redacted].

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:Choice is supposed to either repair or replace the refrigerator. This refrigerator cost us $1900.00

in 2008. To offer us $389.00 instead of repairing or replacing it is ludicrous.

Regards,

Business

Response:

[redacted]:

We do apologize for the misunderstanding, CHW has the right to offer customers in lieu of repair for any items. Please see 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 [redacted].

Best regards,

CHW

Review: Horrible experience with this company! Choose another one!!!! Took 3 months to figure out my oven's problem and then learned parts not available. I had to call a dozen times and was without an oven for 3 months! Gave me a $350.00 "replacement" cost. Dishwasher never fixed the first time back in the fall of 2013. Called for service beginning of April. After 8 weeks of back and forth trying to get a service person, company decides to offer a buy back on it for $160. and calls it "a replacement cost". Company claims limited liability and "we have the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost to repair or replace any covered system component or appliance. Didn't know dishwashers are so cheap today to replace! Company won't pay if service if pricey! Would never use this company again- even if FREE!. An appliance company should repair your appliance if parts are available.Desired Settlement: I would like my money for this policy returned-$450.00. It has been nothing but a headache of phone calls to get someone to service the appliances and when something CAN be fixed like the dishwasher, the company decides it is better for them to pay out $160.00 than to repair the appliance. I thought insurance COVERS repair?????? Or should consumers pay for policies and never have a repair???

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:

• 10/26/13, claim# [redacted], Dishwasher, $150.66

• 12/17/13, claim# [redacted], Oven, $436.90

• 4/14/14, claim# [redacted], Dishwasher, $86.90

• 6/16/14, claim#[redacted], Dishwasher, $160.00

The outcome of your claim # [redacted] and claim# [redacted] were both covered and you were reimbursed per our policy.

Upon review of the diagnosis for your oven claim# [redacted], the tech assigned stated that the part needed to make repairs is no longer available.

Per our policy, please see Section F: LIMITATIONS OF LIABILITY:

9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. 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.

Upon review of the diagnosis for your dishwasher claim# [redacted], determination was made to offer you a cash payment to be used for the purchase of a replacement rather than repair your dishwasher. We believe that in the long run replacing this defective item will provide you with a better level of service.

Per our policy, please see Section F: LIMITATIONS OF LIABILITY:

16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.

We 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 dishwasher was never repaired correctly and I requested service in April to repair it. It was not working the first time your serviceman came to see it and he said he was ordering parts. You then sent a new repair person and it worked! It stopped working when I put in a claim in June and you want to replace it with $160. rathrer than fix it with the necessary parts [redacted] repair says it needs. You have paid service people; however, the dishwasher was never repaired when not functioning. As far as the oven, it took 3 months to figure out the part was no longer available because it took months to get the service person there. And...he kept putting in parts that were not the broken ones.

Regards,

Business

Response:

[redacted]:

I have reviewed both of the claims that you were offered a Buy Out for. Please understand that we offer money in lieu of repair as our contract states. In the case of your Dishwasher the repair would have cost $150.00 and that is what we offered to you. Please see 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 appliance.

CHW was in full compliance with our user agreement that can be found on our website at www.choicehomewarranty.com/useragreement. We are very sorry for any trouble and inconvenience that this has brought to you and your family.

Best regards,

CHW

Review: My home is bran new the Original warranty the house came with expired on may 2013. Five years of warranty with the company I got the house with on may expired. That is the same month I got the warranty with Choice on May 31, 2013.Under the warranty my air condition unit, stated to make a noise. I call Choice home warranty to check the unit. they got me a contractor to see the unit and the contractor said the motor and fan needed to be replace. Home warranty said it was a preexisting condition and they would not cover the problem. I told them it was working fine until the day before I call them when stated to make noises. I am very upset with them I should of check the Revdex.com. before getting a contract with them they have so many complains with out solving. And they are very rude

after you get a issue and they don't want to cover it.Desired Settlement: Get my Air condition unit repair.

Business

Response:

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

experience and we sincerely regret your frustration and discomfort.

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

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

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

we rate our contractors.

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

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

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

Your air conditioning system was denied because our vendor stated the unit entered the warranty with pre-existing conditions.

CHW only covers mechanical breakdown due to normal wear and tear, CHW does not cover existing noises nor preforms upgrades to any units.

We are sorry we could not assist you.

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.

Review: I purchased Choice Home Warranty Ins after filling out a form online and subsequently receiveing a call from a representative from the Company, whose name I believe ia [redacted]. During our conversation he assured me that this was a TOTAL Policy with very little exclusions. Upon further questioning from me " Are all connections such as pipping and tubing covered/" I was also given an empathic "yes". When, I received my policy I was reading it over and discovered everything he told me was untrue. I placed a call to the company and spoke to the owner/ manager [redacted]. When I told him my initial conversation with his rep, he stated that ALL calls are recorded and he would listen to the recording. He also assurred me that his company was reputable and I would be happy with there service.

On Monday March 30, 2015, I discovered that my heating system wasn't working in one of the two zones on my top floor. I initiated a claim with Choice Home Warranty and on April 1, 2015 they sent a tecnician from 123 HVAC.The tech assessed the problem. He said "one of the switching valves is not working" He said he had to go and get the approval from the Warranty Co. Two hours later I called the 123 HVAC Co and they told me "the claim was DENIED. And hadn't the Warranty Co contacted me yet?". I then called the Warranty Co and was told that valve wasn't covered. When I questioned the rep as to why not ,when their contract states: COVERED ARE: " ALL COMPONENTS AND PARTS NECESSARY FOR THE OPERATION OF THE HEATING SYSTEM". I am not a plumber , but I believe a valve is a necessary component of a Hot Water Heating System. The Rep then transferred me to her manager [redacted]. He contined to reiterate that the part wasn't covered, because of exclusions listed in the policy. The reason for these exclusion was because I had more than [redacted]. Funny, The original Rep [redacted] asked when taking the application what type of heating system and how many zones and again said it ALL was COVERED. No Repair.Desired Settlement: The Company's manager [redacted] offered me a refund only if I signed a release and didn't contact the Revdex.com or Consumer affairs. When, I said I wanted it repaired, he said " The claim is denied and if you don't sign the release, and go thru the Revdex.com you will have to wait 90 days for the refund and it's not guarnteed either. I said I was not signing anything and to cancel my contract. He told me to hold on and went to speak to his supervisor [redacted]. When he returned he said AGAIN "the claim was DENIED and a refund of my 3 months of premium payments would only be given if I sign a release" I said I wish you would stop repeating the same thing and just cancel My Policy Now. He did so and said I would receive a confirmation email within the hour. It has been over 2 hours and I still have not received any confirmation. Ultimately, my desired outcome is that they repair my heating system.

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 03/17/15, I see that your claim for your heating system was placed on 3/30/15, only a few days after the policy started. The service provider that was out to your home confirmed that the unit could not have had the issue that it was having within the time frame that you had the policy. He advised CHW that the zone valves were bad on the unit and they would need to be replaced. Due to the fact that CHW's policy excludes valves we offered you a full refund of your policy being you had only had it with us a short time and your first claim would not be covered. You did decline our goodwill gesture and requested that your policy be closed. Please note that we have done so and the email below was sent to your email, please check the spam folder, since you were new to CHW our emails do sometimes go there. I do apologize that you chose to cancel your policy and that we were not able to assist you. Sincerely,CHWDate: 04/01/15Sender: [email protected]: Your Choice Home Warranty Policy is CancelledTo: [email protected]: Cancellation of Policy POLICY #: 457362527Dear Virginia Rigolini,Please be advised that your Choice Home Warranty policy covering the property located at 318 sleight ave, Staten Island has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.com.All future monthly payment drafts have been suspended and no refund is due to you. Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that arise. To reinstate your service, please contact our customer service department toll free at 1-888-531-5403. Thank you for allowing us to assist you.Sincerely,The CHW TeamChoice Home WarrantyToll Free: (888) 531-5403www.ChoiceHomeWarranty.com

Consumer

Response:

I am rejecting this response because:Prior to my March 17th Contract start date with CHW I had other Home Warranty Insurance (The Home Service Club) And they did not have any valve exclusions. Therefore I would have put in a claim with them if there was a previous existing condition,as CHW is suggesting. I changed companies because, the monthly premium was much lower and so was the service call charges.I see now that you get what you pay for! I had faxed a copy of my previous insurance policy to [redacted] at Fax# [redacted], so I didn't have to wait the initial blackout period.

Regarding, not accepting your offer of a refund. I did not accept because CHW rep [redacted] stated that I had to sign a release before receiving any monies. When I said I was going to make a complaint to the Revdex.com and Consumer Affairs, he said " You can give us the release and get the refund NOW, instead of making a compliant and waiting 90 days for a response. And it is not a guarantee You will receive a refund."Choice Home Warranty is an UNSCRUPULOUS Company. I had an Attorney review their contract and was told it has"Multiple Contradictory Terms"

Business

Response:

You started a monthly policy with CHW on 3/17/15 paying $42.00 a month. Our supervisor [redacted] offered you a full refund, going outside the normal process of CHW. The normal process is below; please note that you would not have had a refund at all. [redacted] was offering a goodwill gesture to a customer that was not happy with the policy.Per 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. Also, the fact that our policy does not cover VALVES for the HEATING SYSTEM is the reason that your claim was not covered. Please see Section 5. HEATING SYSTEM OR BUILT-IN WALL UNIT NOTE: Main source of heat to home not to exceed 5 (five) ton capacity and designed for residential use.INCLUDED: All components and parts necessary for the operation of the heating system. For units below 13 SEER and when we are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, EXCEPTEXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) - Calcium build-up - Maintenance. NOTE: We will pay no more than $1,500 per covered item per contract term for access, diagnosis and repair or replacement of any glycol, hot water, or steam circulating heating systems.Please accept our apology, as there is nothing left for CHW to assist you with. We offered you a full refund that you declined and we have explained that the issue with your unit is part of our exclusions; therefore we are not able to fix the unit. Lastly, your policy has been cancelled and you have not been charged since the date you cancelled it. We are very sorry that you were unhappy with the policy and we wish you the best.Regards,CHW

Review: Filed a claim for repair on a heat pump that was not working on policy # [redacted] Feb 1, 2015. Technician was sent out a couple of days later, report stated the whole unit needed to be replaced. Of course, they found a reason for it to be the consumer's fault. Unit had rust, which it was a 20yr unit. Home warranty representative told us it was our fault we didn't take proper care of the unit, he told us in the winter we should have covered it up and changed our filter more often. Our filter has been changed ever 30 days and if we would have covered the unit in the winter, since it is a heat pump, it runs all the time we would have burnt it up or possible caught our house on fire. In the end, they denied the claim, they came back with since we have been long standing customers they will give us $200 toward a new one. My husband is certified HVAC technician for a local company, we decided to buy the unit and him install it to save on labor charges, Choice Home Warranty agreed to that and told us on 4 Feb 2015 that the check was ready for the mail. During the conversation, I told the representative to cancel my account, it was a waste of money, this was told to her approximately 5-6 times in a 15-20min conversation. It is now 7 Mar 2015, called to find out why we haven't received the $200 check, the representative told my husband, it was because out account was overdue. I cancelled this account when the initial claim was made. The company is a scam.Desired Settlement: I want my $200 that was promised and my account cancelled like I requested over a month ago.

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, on 3/7/15 we advised you that your policy was past due, you advised us that you would not bring the account up to terms. We then received a call from you stating that you would like to cancel your policy on 3/25/15 and we had done so. Also, we do see that you had placed a claim with us on 02/01/15 for your heating system an unfortunately, this was a non-covered claim due to the fact that the service provider explained to us that your unit had severe signs of corrosion that had created a hole in the condensing coil. This hole had created a major leak. The unit had failed due to rust and corrosion; a lack of proper maintenance. Per our policy, rust and corrosion are not covered items. All customers must properly maintain their unit to manufacture specifications. Please see 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.CHW did offer you a goodwill gesture of $200. We are very sorry, since you chose to cancel the policy with us; we are unable to send out a goodwill gesture for a claim that is not covered.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. Best regards,CHW

Consumer

Response:

I am rejecting this response because:

You didn't speak to me at anytime during the month of Mar, if you did speak to someone then it wasn't the policy holder. The policy was canceled when you decided not to cover my furnace. I guess there is no integrity I n this company, telling you they will send you a check and never follow through. It was never told to me that I had to remain a customer to receive the $200. Word of mouth is great, I have told everyone not to choose this company for home warranty services.

Business

Response:

We do apologize for any inconvenience that this has caused you. We have gone through the claim again and do see that you had requested that a check be made payable to [redacted] C. [redacted]. Although, your response stated that the policy holder was not the person who spoke to CHW in March, we do have it documented that we did advise you that we would not be able to send out a goodwill gesture to you due to the fact that your payments were behind. In your initial complaint you had stated that you received the news of the claim not being covered; you requested to cancel your policy. Our records show that we offered you a goodwill gesture on 2/7/15 and we were not aware that you were requesting to cancel your policy. If we were to have been informed that you wanted to cancel your policy, we would not have offered a goodwill gesture. You stopped your credit card payments with CHW by providing and/or leaving an invalid credit card on file, therefore voiding any goodwill that CHW was offering to you. CHW is not at liberty to pay a goodwill gesture for a non-covered claim to any persons who no longer chose to have their policy.We sincerely regret any frustration that this has caused you.Regards,CHW

Review: False Advertisement.... I was informed month free for signing up and free month for a referral.. Produced a referral which opened account with them. When inquiring about my additional free month there explanation was changed if you pay entire bill get additional month free. I was only awarded 1 month. When I was told I would get two month one for signing and one for a referral.Desired Settlement: Want to be awarded my free month.

Business

Response:

[redacted],

According to our notes in the system, CHW will not be charging you for the July and August payments for the referrals.

We are sorry if there was confusion with this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I have a policy with Choice Home Warranty where the policy clearly states that the garbage disposal is covered. However, the company decided not to cover the replacement unit because they believed that the unit broke before warranty coverage began which was not the case.Desired Settlement: I would like the repair cost of $185 to be refunded to me as the repair should have been covered as per their 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] that started on 3/30/2015 and the claim for your garbage disposal that you placed yourself online on 3/23/15- claim number [redacted] When [redacted] Plumbing LLC came to your home to diagnosis the unit, they stated that the unit had a lot of failures and these types of failures could not happen within the 3 days of your policy beginning. 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 are very sorry for the frustration that this claim has caused you; we do see that you have chosen to cancel with us ( 3/26/15). Therefore we would not be able to assist you with the cost of the repair that you had completed.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. Best regards,

Consumer

Response:

I am rejecting this response because:It is not my fault that a garbage disposal broke after warranty had taken effect.I have already been issued a new policy with AHS.

Regards,

This company is good to take a fee of customers. When you need to do the service they do not cover just say it is not covered by the policy. when I took the insurance they were quick and did not give much time to question just told me that they cover all types of repair. I bought insurance for a year and now I have nothing but they did not want to return my money. They are the worst company crooks

Review: The AC developed a hole in the duct... then the moisture from the whole in the duct lead to development of black mold on the wall behind the unit where the whole is. The AC unit stopped cooling properly and not functioning properly. This is the diagnoses of your contracted tech. The mold developed from the AC issues. The AC issues were not caused from the mold! The mold was caused from the AC issues! Choice states their policy doesn't cover mold, however the failure of AC caused it, not the other way around! I have a broken AC unit causing mold! There is black mold in my home now. I have children in my home. As well as myself, my husband, and my brother in law. We do not have anywhere else to go stay at in the area as we do not have family nearby, although the techs state we shouldn't be there. Yet they will not cover the first issue we have in this home. This is posing health issues in my home. We cannot afford to not have air conditioner in Florida when it is over 100 degrees outside. I've never dealt with such a company like this. I paid in full my fee for the home warranty. It took effect 14 days before I called due to the 30 day waiting period. I literally had someone try to tell me that it takes longer than 14 days for mold to grow. EPA and CDC both state it grows in 48 and only worsens after that. It is continuing to get worse. It has been 4 days since I reported the issue and still no COVERED service for the air conditioner isn't being taken care of.Desired Settlement: I would like the issue taken care of. My air condition needs to be replaced and recommended by the tech from Choice and my own tech. The mold is getting worse and needs to be taken care of before it spreads more anywhere. AC is a covered service and techs will not service an AC unit or touch it with black mold there. They need to honor my contract and my AC needs to be working 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 . Upon review of your claim, we see that the policy had started with CHW on 06/04/15, when you placed your claim on 6/19/15, you stated (as you placed the claim online) that " Ac constantly runs and has massive air leakage in air handler closet. Repair man found condensation in closet where black mold is developing on sheet rock. Repair man states system is very inefficient and putting massive load on power bill along with 50% of the air flow being lost. Recommended system replacement and duct work repair asap."We advised you that this claim is not covered due to 2 issues, one is that this failure could not have happened within the life time of the policy and 2. we do not cover anything that has mold. Please see our policy 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, 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.7. We are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposal. We are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.The technician that came to your home added that the unit was rusted and corroded. Our policy states that we are not responsible for failures due to this.We are very sorry that you are frustrated with this claim but as we stated to you, we are not able to cover the claim and we would be happy to give you a refund of your policy, since you disagree with the outcome therefore our policy. If you agree to the refund please email me directly and I will send you the paperwork.Thank you,

Consumer

Response:

I am rejecting this response because: the tech that came to the home was not honest in their description as I HAVE STATED TO YOU because I have had THREE other techs come out. I have taken pictures of the inside of the duct as well to PROVE this. He stated it was all throughout the system in your notes, my pictures prove it is NOT and is just on the wall. Therefore, it definitely could have and did develop this in 14 days. In addition, my unit on the outside does have some rust...it's 19 years old. Your policy says NOTHING about not covering a unit that has some rust on it. In addition, the rust on the outside unit has NOTHING to do with the hole in the duct in the inside unit. It doesn't take much intelligence to understand, you are simply seeking any reason and all that you can find to deny providing proper services. You tech wanted to be able to replace the entire unit so that they could make money from it. Therefore, he exaggerated the claim to you. This is not my fault as the consumer. You elected to contract with that company, not me. You elected to send that company out, not me. But because he falsified that information, you refuse to listen to the consumer and the current pictures I have of my unit. You are breaching your contract. Period.

Regards,

Business

Response:

We apologize that you are so upset with this claim, our technician refused to go back to your home even after your last response due to the mold. You are more than welcome to have a second opinion come to your home and submit the findings to our claims department. Please have the technician contact us and have them speak to our authorization team. I will document the notes in the system that the tech will be calling to give us a second opinion for your claim. If there is a difference in opinion, our authorization team will review.Please note our policy states that all units must come into the policy in good working order. We will not cover any unit that has failed prior to the start date of your policy also we do not cover any unit that has failed due to rust, corrosion or mold as stated before. You can reference our policy online at www.choicehomewarranty.com/useragreement and we have also sent you a second policy through email.If your not satisfied with the outcome of the claim after you submit the second opinion, you are still able to receive the full refund that has been offered to you.Please have the technician reference your claim number for the second opinion.Thank you,CHW

Review: I begin a home warranty contract with Choice Home Warranty on 12/11/13 that expires 06/11/17. I paid for the warranty service up front for three years of service. Since I have been doing business with this company it has been one of the worst experience in my life with a home warranty service company.

I have call twice, if not more, and describe the problem I was having, once with a sump pump issue and another time with my Hot Water Tank. I explained to the customer service representative exactly what the problem was and exactly what the appliance was or was not doing. They would send a company out to my house and I had to pay a service fees of $45 each time. Once the repair company come to my home to fix the problem and call Choice Home Warranty for approval to make the repair, Choice Home Warranty denied the claim and would not cover the repair. This company is legally ripping their customers off.Desired Settlement: I would like a refund for the cost of the repairs made on both items or a refund for the remaining time left on my contract and cancellation of the contract once I have received the refund for the 20 months left on the agreement. As well as a complaint kept on record so future consumers know not to do business with 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.Upon review of your claim for your water heater [redacted] Heating & Cooling diagnosed the unit to be leaking from the actual tank itself. Per our policy, Section D. Coverage CHW doesn’t cover the actual tanks for the water heater. We do however cover the heating elements for the water to heat up.The policy that you had purchased was provided to you 30 days prior to the coverage period. If you contact us and state that you needed something repaired, CHW will provide a technician because we are not there and cannot see what the issue is exactly. The people that take the claims or if you place the claim online, there is no way for us to know what the actual failure is without having a technician come out. If you had stated that the water heater is leaking from the tank, we would have advised you that this is not covered then ask if you would want a technician. We do assume that customers read the policy and understand it and if they don’t, we do expect questions. Please always feel free to contact us with any questions that you may have.CHW is not able to refund you for the service call fees due to the policy guidelines. This money does not go to CHW; it is a fraction of the cost that the technician gets paid to come to your home. CHW then provides the service provider for the remainder of the travel cost and service call fee. We do regret your frustration with these claims however CHW is in full compliance with the terms and conditions of our policy. Respectfully,CHW

Consumer

Response:

I am rejecting this response because:this response is something made up to sound good and to try to cover the scams that this company is committing on its customers. When I spoke with the customer service representative I told her that the water was running, not leaking, but running from the bottom of the tank. That clearly states that the problem was the tank itself. Besides, why did the manager state that he would credit me my next service fee, if he did not feel that a mistake was made on their part. The refund is not as important to me as putting a stop to the way this company is treating its customers. I have contractors that have stated how unfair this company is when it comes to servicing its customers for certain repairs. Now I am in search of other customers that has had similar experiences with this company. I am rejecting their response because this company is not only scamming people of their hard earn dollars but the customer service is also horrible. Once the recordings from my calls are exposed, the truth will come out for sure.

Business

Response:

, CHW dispatched a technician because we are not technicians and do not know what the issue actually was. Once we found out that the tank itself was leaking, we advised you that it was not covered per our policy. We also offered you a onetime free service call fee as a goodwill gesture to refund you for the service call that you had to pay for with the water heater claim.CHW is not scamming you as you stated and if you feel this way, we would be happy to provide you with a pro-rated refund as we would not want a customer that would think that we are a scamming company.I have documented you policy to show that I have advised you of our Cancellation policy, please see Section L. Cancellations and if you would like to cancel, we will do so.CHW

My wife and I purchased a Choice Home Warranty (hereafter referred to as CHW), in June of 2015. We had just purchased a home. Unsure of the upkeep and condition of the mechanicals of the home, we opted to get a five-year coverage plan through CHW, with a total of cost $2,475.
As you see their "no inspection required" advertisements, you trust they cover you and your investment.
Here is what our experience has been.
We had an issue with a Bosch dishwasher. They sent a repair person who spent no more than five minutes in the house and left, stating everything was ok. Well, I'm not an expert with regard to dishwashers, but my simple understanding is that if dishes are dirtier after running it, there may be an issue.
So I called them again, and this time they sent a different company. He diagnosed a nonfunctioning pump motor, drain system, and other problems. I called CHW and expressed that I wished to cancel my policy. I am connected to their "retention" department, and I am assured they are replacing the unit. A week later we indeed received a new dishwasher. Total time through this: 5 weeks!
Time passes... Our AC goes out, and we live in Florida.
I called on Friday; they scheduled a company to come out on Monday. The technician replaced the fan motor, a part that was covered. He diagnosed that there was low-to-no R22, a leak in the coil, a faulty defrost board, and called CHW and stated it required replacement.
That claim was denied instantly! The technician then explained the cost to repair the unit, and that claim was also instantly denied!
The justification was rust. I have photos, and there is NO rust! It is simple: CHW does not fulfill their end of the agreement.
We have replaced a hot water heater, washer and dryer. They still worked and were covered, yet we replaced them.
When something stops working, we expect that to be covered.
Protect yourselves! I have called "Tracy" (the person indicated to contact before contacting the Revdex.com) three times and sent emails only to receive no response.
We have contacted a local attorney. They suggested an attorney in NJ (where CHW is headquartered) because after a 30 day written dispute, we're force into arbitration in New Jersey!
To sum it up, we had to pay for a covered item, then fly to NJ to dispute and attempt fulfillment of the insurance contract.
In my opinion, avoid this company at all cost!

Choice Home Warranty are crooks. They give so many excuses to deny A/C claims, this even said by the contractor they sent to inspect work (they weren't going to continue to give bids for them because none of them get approved). I contacted second party for bid to get less expensive estimate to complete repair, Choice still rejected due to bogus reasoning. I would not recommend to anyone that lives in Texas or may have A/C needs. Lastly I sent them the pictures to show evidence to discredit their reason to deny, they could not show me anything to prove otherwise. Cancelled looking for new company!

Review: I had a contract with Choice home Warranty until September 14th when I opened a trouble ticket with the company, At the end when they got the submerge pump repairman to show up after 2 week, I was told by the person at Choice my well pump was not cover, because it was not connected to the house which is true. On the other hand that subject never came up in the conversation with the sells person. I was not ask if the well pump was connected to the house and I had him added to the contract. I tried to explain to them that the money I been paying for coverage should be return, because it was not a cover item. When I spoke to the sell person I asked him if they cover well pump and water softner system, he said yes to the well, but no to the softner water. I trusted the sells person and when I got the contract I did not read it, because he lead me to believe all the well. Now a year and half after the pump comes loose in the well and refused to repair.Desired Settlement: I asked Choice to stop drawing the monthly funds and they agree, but are refusing to refund the money they took for an item not cover. I was told I had coverage on the well pump by the sells man. I have no problem the well pump was not cover for the reason they say in the contract, but I expect them to refund that money, because they should not have been drawing the money from banking account for an item not cover under the contract. It's only fair. It was an error on both the sells man and my self for not reading the 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 . We have reviewed your claim and do see that this was not a covered claim due to the fact that we do not cover sprinkler systems. The technician diagnosed the unit and stated that this was for a sprinkler system, no water was pumping down and the pump was about 80 ft into the ground.Your policy doesn’t cover sprinkler systems and when you requested to have the well pump removed; CHW did comply with your request to take that coverage off. We also see that you had chosen to cancel the policy with us. CHW complied with your entire request pertaining to the claim that was not covered. Since your policy has been cancelled there would be nothing further that we can do for you at this time.It is the customer’s responsibility to read the policy, it is provided to you 30 days before coverage begins. We make if very accessible for anyone to view the coverage and the customers can go to the customer portal to view their own policy.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

I am rejecting this response because: I asked them to cease from drawing the monthly funds from my bank account until this issue was settle, but they chose to cancel the account. Again, this is not the issue. The issue is that I had an item that was not cover by them and since accepting the coverage I was believing that my pump was covered, because I was not told that there were limitation. They keep put this issue on the customer and I believe they need to take responsibility, because the sells person did not inform me that they did not cover sprinter system.

Business

Response:

There is not a way for CHW to stop charging your policy without cancelling your policy. If you requested to cancel then the policy will be cancelled but if you did not pay, then it would be suspended. We had provided you a policy that can be found online as well as your email upon purchase. The sales team will go over the general areas of the policy but we do provide 30 days for the customer to review the policy and make sure that this is for them and if not to receive a full refund. This is all stated in the policy in Section A. Coverage. Again, we do regret your frustration but our policy is provided to the customers to review before purchase.Thank you,CHW

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

Review: It is the middle of Winter, my Heat Pump has stopped working.

Choice sent out a repairman and he was unable to repair the unit because the parts are unavailable.

Choice demanded a 2nd opinion at our expense, we had another professional come out and try and repair the unit. He was unable to get the parts.

Choice demanded that we give them the information so they could order the parts. They are unable to find the repair parts.

The Contract under section D5 clearly states in writing that if they are unable to repair the unit, they will replace the unit with a SEER 13 or compliant device.

Choice has said that since the AC is working properly and that the units cannot be separated, they will not replace the unit. They offered us a repair price of $200 when the only way to fix the unit is to replace it at a cost of $4800.

I do not remember the exact dates of the complaints, but I can look them up if needed. I have contacted them on no less than 4 instancesDesired Settlement: It is COLD here, there is no central heat here. We have personal heaters that we are trying to use, but they are not very effective.

WE HAVE NO HEAT. I have children and a wife that has breathing difficulties. We cannot go indefinitely without heat.

We need the unit repaired or replaced. Since everyone has said if cannot be repaired, we need it replaced.

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 placed a claim for your heating system and CHW advised you that the parts that were needed are no longer available per our policy Section F. Limitations of Liability #9 states “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.”CHW followed the process and did offer you the funds and even upped the amount to $200 for the parts and labor as the original cost would have been $195.00. CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW