Choice Home Warranty

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!

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!

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: 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 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: 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 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

Review: I called Choice Home warranty on 4-09-2015 about my air conditioner not cooling. Choice home warranty gave [redacted] my claim. Choice [redacted] sent a serviceman out who changed a new thermostat and checked the coolant. He told me that the coolant was find at first. My son checked the vent and he said it was cooling also. Then the service man turned around and told me the coolant was a little low and he would be back to put some in it. I said ok. He said that he would be at my house Monday morning. I waited and around 2:30 p.m. Monday, I decided to call the service man and he did not answer. So I called Choice Home Warranty and was told that the service man said that there was not any coolant in the unit and it was not covered. I don't know why he would lie but he did and now my unit is not cooling. I don't know what he did after he check the coolant but it was cooling according to my son, who check behind the technician and it stopped.Desired Settlement: I would like my air conditioner repaired or replaced.

Consumer

Response:

I talked to Choice home warranty again and now I understand what happened. I was told the wrong thing about what the service man said. It is ok now. Thanks for responding and my case can be closed now. It has been resolved and a new service man did come out today. Thanks,

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.

Review: I selected this co. for home warranty on December 24th. On February, 11th my washer went bad so I called them. Person from [redacted] came to repair the washer. He has not fix the problem but he took $45 from is. Contract says we give $45 to contractor after he finishes his work. Contract also says parts and labor included. My washer is only 18 months old. Contractor also got 1 of the part under warrenty and one of the part was out of warrnty. Choice came back and told me that this is a unknown preexisting condition. if the end user (me) does not know about problem still it is my fault because machine is about to fail and I should have stop using it. as an end user , if it is not broke, do not fix it and keep use it. I do not think I have done anything wrong by using it. in any case Choice has refused to work on it. It may cost 300 to 500 to fix it, however, I got punishment for it. I belive their sales people need to let people know that they should all consumer that even if you are in the contract, we will refuse to do the work, we will collect your money, and you may not get sleep in the night while we enloy your money all the way to the bank.Desired Settlement: Please have Choice home warrenty come out and fix the job that started and finish the job. you cna not punish the end user for something that is unknow to us.

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 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]

I am very sorry about your denied claim, our records show that your policy started on 1/24/14 and this claim was called in less than a month later. Per 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.

We do not cover units that are pre-existing for known or unknown reasons.

I am very sorry that we are not able to help you with this claim.

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 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: 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,

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: 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: I purchased a home warranty from choice home warranty the beginning of this year, a month ago my heat pump went out and they sent a technician out to look at it, they couldn't figure out the problem so they sent out another technician to look at it from a different company. they said the system seemed to be maintained very well but the circuit board is shorted in the heat pump and they need to replace that first to see if it will run, so they replaced the board and it wouldn't run it need the heat pump or basically the whole system because they don't use r-22 systems anymore. the technician said he would call choice and let them know what is needed to fix this. mean while I waited and waited days with no heat or a/c and I have a new born son and wife at home. so after about a week I called choice and they refused to fix or replace my heat pump and heater unit, they said I caused the problem by contaminateing the Freon and shorting out the system..I was like what?...really?...I do a/c work on cars and I know how a/c systems work and I have never touched this system other than having a qualified person tune it up every 6 months. so I called the technician and he said there was nothing wrong with the Freon or level and I did nothing to the system it just shorted out it happens and that he never said anything like that to choice and that they were lying to get out of fixing the system or replacing it. the technician told choice it needs a complete system for it is old and outdated and they don't use r-12 systems anymore. it clearly states in there warranty that if they cant fix it they replace it. I feel cheated and scammed by this company for not standing by a home warranty I paid for. case # [redacted] choice phone number ###-###-####Desired Settlement: I want them to stand by there warranty and replace my system, for that is what the technician recommended

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 3/13/15, you placed a claim for your AC/Heating system on 4/20/15. The technician explained to us that the unit stopped working because it shorted to the ground, the compressor failed to work. Being that you had your policy for less than a month, this issue could not have happened within that timeframe of your policy. It takes year for this to happen and a lack of proper maintenance, a power surge, improper install or improper repair could have all contributed to this issue. A compressor failing within a month of having our policy clearly shows that you did not come into the policy with the unit in good working order. Per our policy, we do not cover any known or unknown pre-existing conditions. 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.We also do not cover routine maintenance that we do require that the customer have completed by a licensed technician per the manufactures specifications. We do apologize that this claim was not covered and that you chose to cancel your policy; Unfortunately there would be nothing that we would be able to do for you. Your credit card has been given our prorated refund as you requested to cancel.CHW was in full compliance with the policy.Thank you,CHW

Consumer

Response:

I am rejecting this response because:that is a lie I have had my system serviced every 6 months with no problems to it. As for the time of contract maybe they should get out a calculator for the time stamp shows there 30 day grace period was two weeks past that at time of system failure. I purchased the contract because everything in my house is ten years old which was done when it was built ten years ago and I know ten years is the time things start to go out or need repair. nobody buys a warranty thinking nothing will break if that was the case nobody would buy them. I have also talked to the person that came out to look at my hvac system and did some repairs that Choice authorized to begin with and he clearly stated to me he told them nothing of the claims they are stating. he told me the Freon and level was fine its just an 11 year old system that went bad he said shorts happen just as compressor failure and it had nothing to do with the homeowner or Freon for the customer has had it serviced regularly and the technician that came out to check the system and do the repairs is willing to right a letter to that fact. its funny they were willing to repair the system when they thought all it needed was a circuit board but when it needed something that cost more than they came up with all these bogus excuses. I do hvac for a living too and they are coming up with so many lies to get out of standing by there warranty. I have since than read so many complaints about choice and them not standing by there warranty people saying they always come up with some bogus excuse not to pay. well that is them to the letter

Regards,

Business

Response:

Your policy with CHW started on 3/13/2015 and you placed the claim for your unit on 4/20/2015, this is a little over a month. CHW cannot cover failures that are pre-existing to the policy. The failure that your unit had could not have happened within the timeframe that you had your policy. We understand that units fail but we also require you to come into the policy with all units in proper working order, we do not cover any issue that is known or unknown. 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.Lastly, your policy has been cancelled and you were given the proper refund of $150.55. This is the pro-rated amount that you agreed upon when signing up with CHW. 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. We are very sorry that you are upset with this claim, unfortunately we are not able to do anything as it is a non-covered claim and your policy has been cancelled and refunded to you.Regards,CHW

Review: We purchased a home warranty to cover many things in our home including our air conditioner. Our AC broke May 14, 2015. We contacted the warranty company who sent out a local contractor to look at our system. The contractor came out and we paid the $45 service fee. The technician determined our compressor failed due to "Short to ground". After waiting four days including the weekend, we were told by the warranty company that a short to ground is not covered in our contract. The issue is, nowhere in the contract is that stated, so we disputed with them. They admit that it is not in the contract, but they told us there are ONLY 4 causes for a short to ground and those 4 things are not covered by our warranty. We were not satisfied with their response so they said we could get a second opinion. So we paid another local licensed HVAC contractor for a second opinion. They determined it was a "short to ground caused by wearing of the insulation of the winding of the compressor is due to old age and normal wear and tear." That is not one of the 4 reasons the warranty company said ONLY causes that to fail and is also not listed in the contract as something not covered. I also contacted several other local licensed HVAC contractors who also confirm that the warranty company's info on there only being 4 causes for that fail is simply incorrect. The warranty company states the only 4 causes for a short to ground failure is due to "Power Surge, Lack of Maintenance, Acid Burnout, or Factory Defects." The issue here is not only is that incorrect, none of those 4 causes are the cause in our case. They have received more than one e-mail from the HVAC company we hired for second opinion that states this much and also rules out any of their four causes, including contacting our local power company to confirm there were no outages or storms in the area at the time of our failure. They also confirmed that the AC unit was clean and looked very good for its age.Desired Settlement: We have made several calls to this warranty company without resolve, They have offered to give us $300 towards our repair and we refused. That is nowhere near what the cost would be to repair. We simply would like them to follow through with their contract that we signed and pay for. We will accept proper repair and nothing less. We are more than willing to provide any documentation asked if needed. Thank You.

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 that this has taken so long for your unit to be fixed, this is not the normal time that it would take for CHW to have a technician repair a unit for our customer. Upon review of your claim that you placed on 5/14/15, I do see that CHW did send out [redacted] Air Conditioning &Heat to diagnosis the unit. It was reported back to CHW that the unit had a bad compressor. Please understand that compressors can fail for many different reasons: improper installation or repairs, poor maintenance practices, power surge and others. Extending the life of a compressor requires routine maintenance, proper refrigeration practices, and operating the system within the manufacturer’s specifications. A properly maintained system involves keeping a clean air filter, keeping the outdoor unit clean, properly charging the refrigeration system, and regularly checking the electrical connections. Also when a compressor has a short-to-ground, it is caused by damage to the insulation within the compressor itself. Damage to the insulation is caused by acid within the system. Acid in the system can result from improper system evacuation or the presence of air/moisture in the system from a lack of proper routine maintenance.Although you stated that you have had other technicians come to your home and give you a second opinion, I do not see that they have called our authorizations team to give them the diagnosis. Please have the technician call our authorizations team with the new information that you have received as well as the maintenance records that you have. Providing the maintenance records will prove that you did have proper maintenance completed per the policy. CHW does require that all units be properly maintained by the manufactures specifications. Please see Section F. #12.I do see that CHW did offer you a goodwill gesture of $300.00 to assist you with this non-covered claim. I do not see that you have called back to accept or reject the offer. Please send us any maintenance records to [email protected] and also have the technicians that you have had come to your home, contact us to give us an updated diagnosis.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,

Consumer

Response:

I am rejecting this response because:The technician never called because we were never asked to have them to. The twenty plus phone calls we have made to your company we have been told "It's not covered. Sorry" You have however received e-mails from the technician stating that it is a short-to-ground caused by failure of the insulation of the winding of the compressor due to old age and wear and tear and NO other reason. He also stated in said e-mails that the system is well maintained and very clean for its age. As you stated in your response, you did have [redacted] Air come out and diagnose that we had a bad compressor. They did not however diagnose the cause. We have had a second opinion and they have given you the information that you are now just asking for and that he has already provided. His business name, address and phone number were included in those e-mails and you did not attempt to contact him. I have spoken with the technician and he will call you so he can give you his diagnosis over the phone. I will have to call you first or search for the number for the authorization department phone number since you left that out of your response. Any questions about the maintenance can be provided to you by the technician that inspected our system. Again, I am rejecting this response because you have already been provided the information asked for by a licensed HVAC technician by e-mail. And we were never asked to have him call. Regards,

Business

Response:

As stated to your husband on 5/20/15 while he refused to hang up with our manager Russ, we cannot cover a claim that is not due to normal wear and tear. CHW doesn't consider this to be normal wear and tear. Our inside technicians in our authorization department advised us that " COMPRESSOR SHORTS TO GROUND FOR MANY DIFFERENT REASON AND THE MOST COMMON IS A LACK OF PROPER MAINTENANCE BY THE CUST/ Compressors can fail for many different reasons: improper installation or repairs, poor maintenance practices, power surge and others. Extending the life of a compressor requires routine maintenance, proper refrigeration practices, and operating the system within the manufacturer’s specifications. A properly maintained system involves keeping a clean air filter, keeping the outdoor unit clean, properly charging the refrigeration system, and regularly checking the electrical connections. ALSO When a compressor has a short-to-ground, it is likely caused by damage to the insulation within the compressor itself. Damage to the insulation is likely caused by acid within the system. Acid in the system can result from improper system evacuation or the presence of air/moisture in the system form a lack of proper routine maintenance".We did receive the email from your technician with the diagnosis stating that the unit is shorted to the ground and advising you to go to the Revdex.com. We also have it documented that we offered you a full refund of your policy since you do not agree with the outcome of the claim therefore not happy with the terms of the policy. CHW does not want to force anyone to be a customer, if they do not agree with our policy. After you had declined that offer on 5/20/15 we offered you the cost it would be to cover the compressor as a goodwill gesture from us, this is the cost that it would be for CHW to purchase this. We would have paid $295-$300, this was offered to you and if accepted we would have agreed to part ways. You declined this offer as well.I do apologize there is nothing more that CHW can do for you. We offered a full refund and the cost of the compressor (at our cost). Both offers have been declined, we are sorry that you are upset with this claim and we look forward to assisting you in future claims.All the best,CHW

Review: Choice Home Warranty took forty dollars from me and can't even find my account. I have asked them to refund me and you cant even get through to any one other then some salesman.Desired Settlement: My forty dollars back.

Business

Response:

,I do apologize, I am having trouble finding your policy number. Could you please provide me with the number? How did you sign up with us? Are you sure it was with Choice Home Warranty? I will be happy to provide you with the $40 but I do have to have an account to close to do that with. CHW cannot take anyone's money out of an account without the customer signing up with us. Can you please tell me when you signed up?

Review: I have a policy with Home Choice Warranty, I made a claim on 6/5/15 for an air conditioner repair. They sent their contractor out for the estimate. I received no information from CHW about what the plan was. On 6/6/15, I called CHW and was told that the claim was denied because of secondary damage. They explained that part that failed was the compressor and that failed because the fan motor was not working properly. They said the repair was $1445 and they would cover $455 only. I felt that this violated the warranty plan I purchased. I spoke to several different customer service supervisors and the best they would due was; they would supply the parts and I would pay the labor. The price of the repair increased to $1545 and my portion decreased to $760. As of today 6/13/15, none of the parts have arrived and no repairs have been made. CHW has not contacted me or my management company other than to let us know they received the initial claim.

I have asked for a written denial of the claim explaining the secondary damage of the components if the AC unit, and a written invoice about the breakdown of the repair bill. I have received nothing.

I have left Tracy a voice mail and an email and have not had a response.Desired Settlement: I want them to honor my home warranty and cover the repair to my AC unit and to stop denying and delaying the repair.

Business

Response:

I do apologize for the time frame of the parts being ordered. This is out of our control but I have contacted the technician Scott and he is on his way to your home today 6/17/15 to repair the unit. Also, I do apologize for not returning your call that quickly, I do respond to customers in the order in which I receive the claims. You had requested a "break down" that Russ did provide to you and I will place it below:Customer responsible for Dryer - $85Recovery - $50Disposal - $50Disconnect Installed - $125Evap Coil cleaning - $150Labor - $300Total - $760CHW is covering:CFM - $250GW - Run Cap - $65, Compressor - $295, Labor - $175Total auth - $785GW -$535.00The total of this is $1545 and all of the payments that CHW is paying out for is out of GOODWILL. This was not a covered claim and out of good faith, we have covered the portion for you.Respectfully,Tracy

Consumer

Response:

The response does not address how the conclusion of secondary damage was reached. While I appreciate the break down and their contention that they are paying more than they should through their Goodwill. The claim should never have been denied. I feel this was a repair that should have been covered in total from the start. The AC unit malfunctioned, there is no way to determine how it failed or what failed first. Choice Home Warranty cannot make a determination that the person inspecting the AC unit cannot make. I feel the claim was denied in Bad faith claiming secondary damage.

Business

Response:

CHW's authorization team advised me that the tech stated, "THE ISSUE IS A FAILED COMPRESSOR DUE TO A SLOW SPINNING MOTOR - A WEAK MOTOR- WASN'T SPINNING AT FULL CAPACITY WHICH CAUSED THE COMPRESSOR TO OVERHEAT AND BURN OUT DUE TO NO AIR MOVEMENT OVER THE COIL AND COMPRESSOR. ALSO - DISCONNECT ISSUE NOT COVERED PER POLICY- A COIL CLEANING IS NOT COVERED" this resulted in "SECONDARY DAMAGE TO COMPRESSOR" we were only to cover the fan motor as this would be the initial failed component. Russ has gone above for you and has authorized the Freon to assist you better making the total that CHW paid to the Service provider $785.00.This has been completed already, the $785.00 CHW has already authorized to the technician on your behalf. I do apologize but since we have completed the repairs we do consider that this is resolved. We are not able to authorize anything further for the repair because the payment to the technician have already been authorized and accepted by you when you allowed the technician to finish the repair.We look forward to assisting you in your future claims.Respectfully,CHW

Review: We have a home warranty with this company. Our air conditioner went out of service approx 1.5 weeks ago, and they sent a technician to repair it. He replaced the capacitor, and it worked fine for about a week, then went out of service again. The same technician responded, and said that due to the age of the unit, and the repair he had already done, he recommended replacing the entire unit. Choice Home Warranty called us a day later and said that the "most likely" reason for the unit being out of service was lack of maintenance, and they would not replace or repair our unit. We made contact with the AC technician, he advised that there was no maintenance issue with our unit, that it is definitely a parts issue and should be covered by the warranty. He has tried calling them again and no one will respond to him. I have called and left messages, and no one will call me back. We found several examples online saying that the part he replaced (the capacitor) can lead to the compressor shorting out and needing to be replaced, which is what he says is wrong with our unit. We have also found a statement from the NJ Attorney General online, stating that this company uses deceptive practices to avoid paying for repairs to their customers, including claiming "maintenance issues" where there are none. I have the terms of conditions given to me by the company when we began our contract, and there is no part of the repair needed that is under the "excluded" portion of the conditions. Our claim is valid and needs to be resolved immediately.Desired Settlement: We would like our air conditioner to be replaced or repaired, as suggested by the AC technician hired by this company. If the issue can be resolved in this way, we will take no further action. We would also like to be released from this contract with no penalty fees after this issue is resolved, as we no longer have any faith in 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 policy that started with CHW on 5/28/15, I see that you placed a claim for your Air Conditioning unit on 6/10/15; 13 days after the policy began. Our technician diagnosed the unit and stated that it was “shorted to the ground.” There are a few ways that this can happen all of them are not covered under our policy. Also, they all cannot happen within the 13 days that you have had your policy.1. A lack of proper maintenance2. Power surge3. Act of God, meaning storms etc.4. Acid5. Rust or corrosionPer our policy 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)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.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.Also, Section A. Coverage3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Lastly, you are more than welcome to be released from the policy that you have with CHW. Being a monthly customer, you just have to contact CHW or you can advise me and I will cancel the policy for you. You are not entitled to a refund since you made one payment of $44.58 and we have paid out $115.00 for the policy already. Even if we didn’t pay for anything of the policy, monthly customers would not have a refund due to the fact that you are paying each month for your coverage rather than paying up front for one.Please advise us of your decision, as stated this is not a covered claim and we are unable to process it as such.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:

I am rejecting this response because:

We have a statement from the technician stating that the failure to our unit is a parts failure, and not a pre-existing condition. It does not fall under any of the conditions the company claims. We have made more than one monthly payment to this company. Prior to switching to Choice Home Warranty, we were covered by Old Republic. We switched to have coverage for our septic system, but I will assume based on this experience that if there ARE any problems with that system, we can expect no help whatsoever from Choice Home Warranty.

We will take our complaint to an attorney.

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