Choice Home Warranty

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: 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.

r

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: 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: 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: 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: 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: Air Conditioning Compressor was determined to be out in December, 2015. Purchased Choice Home Warranty in June, 2015, so warranty should have paid for repairs or new unit to be installed. Choice is refusing to pay the claim.Desired Settlement: Choice should either pay for the unit to be replaced or replace it like their advertising says they will do. This is the reason they are able to sell the warranty.

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]Upon review of your claim, we show that the unit was not covered due to a lack of proper routine maintenance. The technician’s diagnosis along with the pictures provided was the proof that the unit was not maintained properly. Per our policy, Section F. Limitations of Liability #12 states that CHW is not responsible for repairs that are related to a lack of proper routine maintenance. On 12/31/15, you sent us an invoice that showed a previous repair, this is not maintenance. The difference with maintenance and repairs are: 1. A technician will come to your home for routine maintenance at least once a year to following the [redacted] approved maintenance performance. They will make recommendations that the customer should follow. 2. A repair is done only when there is an issue/problem• The record that you provided was not preventive maintenance. You had chosen to cancel your policy with us and we did agree to stop the Warranty and did agree not to charge you the $35.83 monthly. This claim has been cancelled since December 23rd and has not been charged since.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: Like any home warrenty you purchase you expect your items to be completely covered. I left [redacted] on June first to go with Choice. I have my home and a rental covered. The first issue I have go wrong at my house I live in they will not fix. I have an air conditioner issue and they send a repair man out and its the compressor as soon as they find this out they say they won't cover it do to not maintaining it? When you buy a house and pay for coverage it is because issues like this may happen. They were very rude with me and basicly said to pound sand. I called to cancel both my rental and home and then they said to keep your business we will pay 250.00 toward your 1200.00 repair. I said its either covered or not. I did cancel my policy but by switching to them in June to save a couple of hundred dollars I now have to pay 1200.00 out of my pocket. The whole purpose of a home warrenty company is to cover issues like this. This is not a good business practice and I have since heard from my AC guy that he sees this happen all the time with this company. This is not right. I am going to call [redacted] back up and get my coverage back but meanwhile I lost 1200.00 when I thought I was covered. Why else would you buy a home warrenty? Main reason is your A/C units. Also one of the customer sevice reps named [redacted] was very rude to me. Then his supervisor was not much better. I did speak to a Sam at the cancelation department and he was a little helpful but in the end they did not honor fixing my unit. I paid them a up front yearly fee for a service that they did not deliver. It cost me big time. They are not a good company for home warrenties.Desired Settlement: I would like the 1200.00 that I paid out of pocket while having their service for this exact reason returned to me.

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:

6/17/2013, Claim # [redacted], Plumbing System, $55.00

8/03/2013, Claim # [redacted], Oven/Stove/Cooktop, $144.20

We regret your frustration with the outcome in regard to claim #'s [redacted] & [redacted] for the upstairs air conditioning unit. However, upon review this is a non-covered

item as described in Section F. 8. of the Term of Agreement:

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.

Upon receiving the technician’s diagnosis it was determined that the unit was running while low on Freon, which over time, causes undue stress

on major components of the unit and subsequent failure. This would not constitute a normal wear and tear issue for which coverage is provided.

This information was communicated to you on 8/6/2013, at which time we offered a goodwill credit of $250.00 to help offset the cost for

the recommended repair; however, this offer was declined and you requested to cancel the service as of 8/13/2013. At the time of cancellation

we agreed to waive the cancellation fee on both policies, which totaled $100.00; $50 for each policy cancelled. With respect to your request to pay for the

repair, we deem it unwarranted due to the circumstances surrounding the unit failure.

The details of your situation are not representative of the normal Choice Home Warranty 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.

Sincerely,

Choice Home Warranty

icIO??T

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This complaint is not resolved. I canceled service and they gave me 320.00 back of the 900.00. I had paid three months prior. So I lost over 500.00 and the 1200.00 for the air conditioner. This issue was not resolved this company took me to the cleaners. Not a good home warranty company. Will never use to recommend to anyone. Once again Issue was not ever resolved.

Regards,

Business

Response:

Dear [redacted],

We have reviewed your request to receive additional compensation after cancelling your service due to being unsatisfied with a

claim decision; however, this request is unwarranted. You were refunded in accordance with Section L. 4. of the Terms of Service Agreement,

as highlighted below:

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.

Choice Home Warranty has provided a pro-rated refund of the amount you paid for each property, less the amount paid for service costs for

approved claims submitted by you prior to your cancellations. While we understand your disappointment with respect to your issue, Choice Home

Warranty handled both claims matters and the refund process within the guidelines of the Service Agreement.

Sincerely,

Choice Home Warranty

Review: I filed a claim with Choice Home Warranty (CHW) on June 4 2013, because the air conditioning unit at my home was broken. On June 5, CHW said it was sending its HVAC service contractors to inspect the unit. The service contractor Quality Heating and Air Conditioning (QHAC) confirmed that the unit needed to be replaced. When I followed up with QHAC the following week, I was told that it was "filing paper work" so it could replace the unit. Three weeks later, I contacted CHW, because three weeks had elapsed and I had not heard anything. CHW told me it had not been able to get in touch with QHAC. I told the representative that [redacted]l - a local company that has performed maintenance on the unit for the past decade -could provide service. The CHW representative was adamant that it was the company's decision whether to "repair or replace," and which service provider to use. He said CHW would continue its efforts to contact QHAC. But, if would "get back to me in the next day or two;" he would get contact information for [redacted]l at that time, if needed. After checking the online "claim status" several times, and seeing no change, I called customer service again on or about July 1, 2013. I was told the company would need copies of "maintenance records" for the unit. Since I just purchased the CHW policy in May, I do not have extensive records covering the life of the unit. However, I emailed Choice Home Warranty the receipts and records covering the past 12 months and the contact information for [redacted]l (maintenance provider) on July 3. On July 5, when I called CHW, it confirmed receipt of the records, and I was told a supervisor would call me "by the end of the day." This morning, July 7, when I called CHW I was asked to re-send the maintenance records. I was also told someone would contact me. I emphasized that the claim was filed over a month ago!Desired Settlement: At this point, I would like to have [redacted]l (a company I trust) replace the unit and Choice Home Warranty cover the cost of the replacement.

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 claim was denied because our technician has indicated the unit was severely rusted and corroded and failed due to a lack of maintenance.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is a lie. The unit has been regularly maintained (twice a year), and the compressor was replaced one year ago, ie. it was new! There were NO signs of rust or corrosion on the unit according to my (several) witnesses. I understand from the Internet and the Revdex.com's own records, CHW has MANY unhappy customers who have had experiences similar, if not identical to mine.

Regards,

Business

Response:

Dear [redacted],

While we understand your disappointment with respect to the outcome of your claim, the circumstances surrounding the component failure

indicate that what transpired was not a result of normal wear and tear.

Information we received indicated that the compressor was recently replaced. Additionally, running an air conditioning system that is low on freon puts

undue stress on the major components of the unit, which can lead to premature failures. A secondary review of the claim details

confirmed that this failure was not due to wear and tear on the compressor.

We certainly empathize with your situation; however, based on the information submitted to Choice Home Warranty the claim decision stands,

as we have acted in accordance to the Service Agreement parameters.

Sincerely,

Choice Home Warranty

ensurj2(??$

Review: I made a claim for my dishwasher which was running very loud and not washing dishes properly, and my build in convection double oven that shut off and would not come on. On Monday September 15, 2014, They sent a technician from sears out who checked both items. He said that the dishwasher had a bad motor and was about to die. He said that the oven needed the entire control panel replaced which is the brain of the oven. He looked up the parts and they showed unavailable. He said he would turn in his report and his company would contact the warranty company, he also stated they would research for the part. I received an email on September 17 to give choice home warranty a call. I was told the part was unavailable so they would send me a check for $180 for the dishwasher, and $325 for the over for the cost of the part and service. I asked what was I suppose to do with so little dollars if the parts are unavailable. I spoke to the claims supervisor, and claims manager both said that was all they cold do. the claims manager offered $250 for the dishwasher and $375 for the oven, again I told her that I could not replace the appliances for that amount. She stated again it was for the unavailable parts. I called [redacted]. who has a message on the Revdex.com site to call before a complaint is made, she called back and just apologized that I was upset with no resolution. if a part is unavailable them my appliances cannot be repaired therefore should be replaced. I was lied to by the sales person who sold me the policy, [redacted]'s answer to that was that there policies were available online I should have looked it up then. the policy terms are mailed after the policies are taken out.Desired Settlement: I want Choice home warranty to replace my dishwasher and oven, if it is not repairable because the parts does not exist it should be replaced.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regard to claim # [redacted], for your dishwasher; and claim # [redacted], for your Oven. Upon diagnosis, the services provider diagnosed the dishwasher to need a pump motor. They noted that the part is no longer available. Per CHW policy, when a part is no longer available, reimbursement is in the amount of parts and labor of the covered repair. Although price for parts and labor was $180, CHW increased the amount to $250.00. The serviced provider also diagnosed the Oven to need a new control board. The control board was also no longer available. Per CHW policy, when a part is no longer available, reimbursement is the amount of parts and labor of the covered repair. Although part and labor cost was 225, CHW increased the amount to $375.00.Please see below:Section F. LIMITATION OF LIABITIY 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.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because: If the part is no longer available then the appliance is un-repairable therefore should be replaced. Home Choice Warranty does not provide the service and replacement that they claim to do, there sales people lie to customers to sell there policies. Something needs to be done to stop their fraudulent practices. I will state again if a appliance is unrepairable due to parts that are NO LONGER AVAILABLE then that appliance is unrepairable therefore should be replaced.

Regards,

Business

Response:

We apologize for the frustration you have encounter with this claim. Unfortunately, CHW policy clearly states that when parts are no longer available, CHW will reimburse the cost of part and labor associated with the covered repair.Please see below Section F. LIMITATIONS OF LIABILTY 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.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I HAVE A CONTRACT THAT STATES SPECIFICALLY THAT THEY WILL REPAIR ANY PROBLEMS WITH APPLIANCES; MY [redacted] DISHWASHER HAS STOPPED WORKING AND AFTER I CALLED FOR SERVICE THEY SENT A TECHNICIAN WHO STATED THAT THE CIRCULATION PUMP IS GONE. CHOICE REJECTED THE CLAIM SAYING THAT 'MACHINE WAS NOT MAINTAINED' - THE TECHNICIAN STATED VERBALLY TO MY WIFE THAT THE MACHINE AS IN 'PRISTINE CONDITION' AND AFTER I CALLED THE TECHNICIAN HE ALSO STATED THAT ' THIS IS WHAT CHOICE HOME WARRANTY SAYS ALL THE TIME SO AS NOT TO REPAIR AND PAY THE CLAIM' - AFTER SEVERAL CALLS AND NO RESPONSES EXCEPT BEING PUT ON HOLD FOR A SUPERVISOR UP TO 30-40 MINUTES EACH TIME THEY REFUSED TO REPAIR. I THEN CALLED [redacted] DIRECTLY AND HAD THEM COME OUT TO LOOK AT THE DISHWASHER AND PROVIDE AN INDEPENDENT OPINION - THEY STATED:

[redacted], [redacted], 7/26/2013 11:42 AM Upon arrival tested unit. Unit will work fine but intermittently would fault out due to slide shutter not switching giving the F85. Unit spray arms and micro filter are clean. Provided customer with estimate.

THE ESTIMATE WAS $723.71 TO REPAIR THE UNIT (REPLACE CIRCULATION PUMP)- AND AGAIN THEY CONFIRMED THAT THE CIRCULATION PUMP WILL FAIL AT TIMES. I HAVE PROVIDED THIS INFORMATION TO CHOICE WARRANTY BUT HAVE RECEIVED NO RESPONSE.

chronology of events:

6/4 - technician michael sent to home - says probably a bad motor and informs wife that machine in 'pristine condition - but choice will reject as they do this all the time"

6/8 - [redacted] calls choice - speaks to russ and told rejected because of debris not cleaned - says unacceptable - told they will check with technician and call back............continued belowDesired Settlement: I WOULD LIKE CHOICE TO REPAIR THE PUMP AS PER CONTRACT OR PAY ME $723.71 TO HAVE THE UNIT REPAIRED AS WELL AS THE $45 FEE I HAVE PAID TO THE CHOICE TECHNICIAN - I have added the chronology from 6/4 to present

6/10 - [redacted] calls back and speaks to [redacted] and then [redacted] (id#[redacted]) - told same thing - not acceptable even though technician did not look for debris - and told to call technician

6/10 - [redacted] talks to technician who informs him that this is 'common practice' by choice......they do not want to pay - he DID NOT say that debris had caused the error code; probably a motor failure

7/1 - called [redacted] to come out to diagnose

7/26 - came out and report issued

8/6 - email sent to Choice

8/13 - spoke to [redacted] at Choice who said she is sending to Contract dept for review of denial ( it was sitting in in-box)

8/19 - FILED WITH Revdex.com

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:

5/05/2013, Claim # [redacted], Electrical System, $185.05

5/14/2013, Claim # 5[redacted], Heating System, $129.00

7/19/2013, Claim # [redacted], Washer, $269.50

We regret your frustration with the outcome in regard to claim # [redacted] for the dishwasher unit displaying an error code and tripping

the circuit breaker. However, upon review this is a non-covered item as described in Section F. 12. of the Terms of Agreement: 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.

This information was initially communicated to you on 6/06/2013, as well as in subsequent discussions on 6/7/2013 and 6/10/2013. Furthermore,

our Authorizations representative contacted the manufacturer, [redacted], who confirmed that the issue your unit experienced occurs due to debris

and/or food clogging the pump motor. We understand your frustration regarding this matter, and as a result Choice Home Warranty

offered to reimburse you $345.00 to offset some of the cost of repair, which you accepted. The authorization for this reimbursement was

submitted on 8/22/2013, and will be received via check within 30 days from the date of submission. Please feel free to contact us with any additional questions.

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.

Sincerely,

Choice Home Warranty

Review: I had HVAC system which was leaking freon and Choice Warranty decided not to replace it or repair it, citing first the system was not installed properly. After providing three HVAC sources to show the system was installed correcty and to find a leak in a coil, Choice Warranty continued to deny my claim to repair citing an exclusion referring to not covering anything that develops rust. That is not normal wear and tear. First I was told that Choice warranty cover normal wear and tear. Choice is very well aware that condensation will built up over years in the HVAC will lead to rust and that is not covered. So why advertise they will repair or replace such system for normal wear and tear. Bottom line, the company should not advertise they will repair or replace HVAC system.Desired Settlement: Honor the marketing representations to repair system or replace it. Or provide full refund of premiums paid for thier polices.

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 show that the technician stated that the unit was leaking due to rust. Per our policy, CHW doesn’t cover any repairs related to rust. Please see Section F. Limitations of Liability # 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.We do see that you have chosen to cancel your policy; therefore we are not able to provide you with any type of refund as you have received your pro-rated refund already. Per Section L.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. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Review: I purchase a plan t over all the appliances in my home . My Air condition broke down on May 20, 213. I call Choice Home Warranty to inform them of the problem a few days went by and I was contacted by the repair man. The repair man came to my residence on May22.

My [redacted] was the name of the company.

Mr. [redacted], inspected the unit and informed me the system was leaking and the coils needed to be replaced it would be more beneficial to replace the whole unit.

Weeks went by and no response so I contacted Choice Home Warranty they in turn requested to see my maintenance record which was never a requirement to purchase the plan. Anyway I had one because I had purchase a maintenance plan from another company. It was never identified nor was it brought to my attention by that company nor the repair man My [redacted].

After waiting for over a month with temperatures in Oklahoma been over 100 degree with a five year old in my home , and a very sick wife in the home I decided to replace the unit myself before someone gets hurt or die.

I sent the work order with receipts to Choice Home Warranty and they claimed they were informed by the repair man My [redacted] p that the leak exited form some time and they were not going to cover it. It is impossible because when the system started leaking it ice over and quit working there is no way a home owner would go with air for any length of time plus my system was always covered by American Home Shield contract number [redacted] phone [redacted].

I would like to be refunded my full amount of $1,218.00

Thank you for your assistance in this matterDesired Settlement: I would like to be refunded the full amount I paid to replace an item that was covered by Choice Home

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 claim was denied because our vendor stated your system failed due to a lack of maintenance, you were also unable to provide any documents showing the maintenance has been preformed.

Any failures due to lack of maintenance are not covered by your policy as referenced below:

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.

We are sorry we could not assist you.

Review: I called them to fix my ac unit.. I had to pay for the whole service charge ..The unit needed some parts which they refused to pay for.

7-8-2014 order number [redacted] came out to check ac which had stopped running. tech filled unit with freon. the total came to 270.00. which I paid on the spot. Had to have my ac unit running . Tech said unit needed some parts replace . Choice said they would not pay for them.. so they only did half the job..did not finish fixing my unit.

I have just ended the contract. and I am very upset with their half service..Desired Settlement: I need replacement parts .. for my air.. They should finish the job they started. #Claim [redacted]

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regard to claim # [redacted], for your Air Conditioning System that was placed on 07/16/2014. Upon diagnosis, the Service Provider stated that, the evaporator coil is rusted causing several Freon leaks. Unfortunately, the CHW policy does not cover failures that are a result of rust and corrosion. This is also a failure due to a lack of maintenance. If the unit was properly maintained, the rust and corrosion could have been avoided. CHW requested that the consumer submit records to ensure that the unit was maintained properly; to date however; we have not received anything from the consumer. 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.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.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 please See Section D. COVERAGE:4. AIR CONDITIONING/COOLER:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

I paid the entire bill when the tech got here .. The warranty never said that I had to produce any service records when I signed up with them. They did not mind taking my money, tho.They took me on as customer, no questions asked. I have not been here that long ..So I don't know what kind of service was done before I arrived. I am just very unhappy with this companythey do not stand behind with they tell you when you sign up with them..They only make excuses when you file a claim.. I called them on June 7th,2014 . It took them 2 months to actually tell me that they were not going to repair the parts needs.. I would still be here without air.. if I had not paid up front.. That is poor business and bad customer service. They should not be allowed to continue to be in business, not on those conditions.

Regards,

Business

Response:

We apologize for the frustration this claim has caused you. The information we received from the technician assigned, stated that the unit was not maintained properly. CHW requested that the consumer submit records to ensure that the unit was maintained properly; to date however; we have not received anything. Unfortunately, CHW does not cover failures to lack of maintenance. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: In June of 2013 I mailed in a check to renew my home warranty services with Choice Home Warranty. They cashed the check, yet contintue to call me asking if I'd like to renew. I've called them numerous times to inform them of this issue and they've refused to look into the matter to my satisfaction. At this point I want a full return so I can employ another company for this service. A month ago I sent them copies of the cashed check and spoke with someone who said they would take care of it. A week after that conversation I was just told "Finance is looking into it." My response to her was my next conversation would be with Revdex.com, if this was not resolved within a week.Desired Settlement: I want a full refund in the amount of $330 plus a full refund for the four months that I've been without a home warranty ($110) for a total of $440.

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 .

Thank you for taking the time to speak with me today. Upon receipt of the information requested, we will investigate this matter to work toward an

expedient resolution. Please feel free to contact me directly via email or telephone with the information provided to you.

We look forward to resolving this issue to your satisfaction and apologize for any inconvenience this may have caused.

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. I look forward to a quick resolution as this issue has lingered for over three months prior to me filing a complaint.

I have been with Choice Home Warranty for several years now, the times that I have had to make a claim, Choice Home Warranty has provided me with excellent service and done quickly. Their customers service representatives are courteous and very helpful. I would recommend Choice Home Warranty to anyone.

Top service

Review: CALL CHOICE HOME WARRANTY COVERAGE FOR REFRIGERATOR CLAIM ON 17 JULY 2015, AND GOT DATE FOR TECNICIAN TO COME SEE THE REFRIGERATOR ON &-28-2015 BETWEEN 8 AM - 12 PM. TAKE DAY OFF FROM THE JOB COST ME $ 200, AND TECH GUY DOESN'T SHOW BETWEEN 8 AM -12 PM. AROUND 12.30 PM CALL CHOICE HOME WARRANTY CLAIM DEPT AND CLAIM SPECIALIST LADY TOLD ME TECH GUY WILL BE THERE IN 20 MINUTES, WAIT TILL 2 HOURS, NO ONE SHOW AT MY RESIDENCE. THEN AGAIN CALL CHOICE HOME WARRANTY AT 4.30 PM , AND GOT ANSWERS FROM CLAIM DEPT, THAT THERE TECHNICIAN IS GOING TO COME ON 30TH OF JULY.

I REQUEST ALL THE CUSTOMERS , WHO ARE PLANNING TO GET CHOICE HOME WARRANTY, PLEASE DON'T WASTE YOUR MONEY.Desired Settlement: REFUND MY MONEY BACK $ 180 FOR LAST 2 MONTH WHAT I PAID FOR

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.I do apologize that you had that experience with our company and the technician that was assigned to your claim. This is not the normal CHW experience that we would like for our customers to experience. I do see that your policy has been cancelled; being a monthly customer you would not be entitled to a refund. Again we do apologize that this was your experience with us. We thank you for your feedback as it will help us improve our customer service as well as our experience with the technicians.Regards,CHW

Review: I made a claim to have my dishwasher repaired on 02/17/15, choice home warrenty decided not to fix it but offered me $160.00, which I turned down ,they came back with an offer of $260.00, which is not enough to replace a Maytag dishwasher, I have talked to several customers service reps, and they have all given me the run around, from being told that the check has been cut, and being told it takes 30 business days before they issue a check and that the checks are only cut on Fridays, today (4/6/15) I was told that the check would be cut on friday(4/10/15 I do not trust these people they have lied to me many times, and I just want what I was told, which is not enough to replace the dishwasher with the same model, which I will pay the differance. My contract # is [redacted].

Thank You [redacted]Desired Settlement: I would like to be treated like a valued customer and not jacked around

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 . In regards to your claim for your dishwasher, I do see that we offered you a buyout for the unit in the amount of $260.00 on 2/23/15. Authorization was placed the following day and it does take 30 business days for that transaction to go through. Please note 30 business days from 2/24/15 is 4/6/15. Due to the fact that checks are mailed out only on Friday's, your check will be mailed out today 4/10/15. I am sorry but this is a computer generated system and it is not something that we can control. We thank you for your patience and look forward to helping you in future claims.All the best,CHW