Choice Home Warranty

Review: The AC developed a hole in the duct... then the moisture from the whole in the duct lead to development of black mold on the wall behind the unit where the whole is. The AC unit stopped cooling properly and not functioning properly. This is the diagnoses of your contracted tech. The mold developed from the AC issues. The AC issues were not caused from the mold! The mold was caused from the AC issues! Choice states their policy doesn't cover mold, however the failure of AC caused it, not the other way around! I have a broken AC unit causing mold! There is black mold in my home now. I have children in my home. As well as myself, my husband, and my brother in law. We do not have anywhere else to go stay at in the area as we do not have family nearby, although the techs state we shouldn't be there. Yet they will not cover the first issue we have in this home. This is posing health issues in my home. We cannot afford to not have air conditioner in Florida when it is over 100 degrees outside. I've never dealt with such a company like this. I paid in full my fee for the home warranty. It took effect 14 days before I called due to the 30 day waiting period. I literally had someone try to tell me that it takes longer than 14 days for mold to grow. EPA and CDC both state it grows in 48 and only worsens after that. It is continuing to get worse. It has been 4 days since I reported the issue and still no COVERED service for the air conditioner isn't being taken care of.Desired Settlement: I would like the issue taken care of. My air condition needs to be replaced and recommended by the tech from Choice and my own tech. The mold is getting worse and needs to be taken care of before it spreads more anywhere. AC is a covered service and techs will not service an AC unit or touch it with black mold there. They need to honor my contract and my AC needs to be working properly.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim, we see that the policy had started with CHW on 06/04/15, when you placed your claim on 6/19/15, you stated (as you placed the claim online) that " Ac constantly runs and has massive air leakage in air handler closet. Repair man found condensation in closet where black mold is developing on sheet rock. Repair man states system is very inefficient and putting massive load on power bill along with 50% of the air flow being lost. Recommended system replacement and duct work repair asap."We advised you that this claim is not covered due to 2 issues, one is that this failure could not have happened within the life time of the policy and 2. we do not cover anything that has mold. Please see our policy Section A. Coverage 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.7. We are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposal. We are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.The technician that came to your home added that the unit was rusted and corroded. Our policy states that we are not responsible for failures due to this.We are very sorry that you are frustrated with this claim but as we stated to you, we are not able to cover the claim and we would be happy to give you a refund of your policy, since you disagree with the outcome therefore our policy. If you agree to the refund please email me directly and I will send you the paperwork.Thank you,

Consumer

Response:

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

Regards,

Business

Response:

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

Review: I had a contract with Choice home Warranty until September 14th when I opened a trouble ticket with the company, At the end when they got the submerge pump repairman to show up after 2 week, I was told by the person at Choice my well pump was not cover, because it was not connected to the house which is true. On the other hand that subject never came up in the conversation with the sells person. I was not ask if the well pump was connected to the house and I had him added to the contract. I tried to explain to them that the money I been paying for coverage should be return, because it was not a cover item. When I spoke to the sell person I asked him if they cover well pump and water softner system, he said yes to the well, but no to the softner water. I trusted the sells person and when I got the contract I did not read it, because he lead me to believe all the well. Now a year and half after the pump comes loose in the well and refused to repair.Desired Settlement: I asked Choice to stop drawing the monthly funds and they agree, but are refusing to refund the money they took for an item not cover. I was told I had coverage on the well pump by the sells man. I have no problem the well pump was not cover for the reason they say in the contract, but I expect them to refund that money, because they should not have been drawing the money from banking account for an item not cover under the contract. It's only fair. It was an error on both the sells man and my self for not reading the contract.

Business

Response:

,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We have reviewed your claim and do see that this was not a covered claim due to the fact that we do not cover sprinkler systems. The technician diagnosed the unit and stated that this was for a sprinkler system, no water was pumping down and the pump was about 80 ft into the ground.Your policy doesn’t cover sprinkler systems and when you requested to have the well pump removed; CHW did comply with your request to take that coverage off. We also see that you had chosen to cancel the policy with us. CHW complied with your entire request pertaining to the claim that was not covered. Since your policy has been cancelled there would be nothing further that we can do for you at this time.It is the customer’s responsibility to read the policy, it is provided to you 30 days before coverage begins. We make if very accessible for anyone to view the coverage and the customers can go to the customer portal to view their own policy.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

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

Business

Response:

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

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

I have call twice, if not more, and describe the problem I was having, once with a sump pump issue and another time with my Hot Water Tank. I explained to the customer service representative exactly what the problem was and exactly what the appliance was or was not doing. They would send a company out to my house and I had to pay a service fees of $45 each time. Once the repair company come to my home to fix the problem and call Choice Home Warranty for approval to make the repair, Choice Home Warranty denied the claim and would not cover the repair. This company is legally ripping their customers off.Desired Settlement: I would like a refund for the cost of the repairs made on both items or a refund for the remaining time left on my contract and cancellation of the contract once I have received the refund for the 20 months left on the agreement. As well as a complaint kept on record so future consumers know not to do business with this company.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your water heater [redacted] Heating & Cooling diagnosed the unit to be leaking from the actual tank itself. Per our policy, Section D. Coverage CHW doesn’t cover the actual tanks for the water heater. We do however cover the heating elements for the water to heat up.The policy that you had purchased was provided to you 30 days prior to the coverage period. If you contact us and state that you needed something repaired, CHW will provide a technician because we are not there and cannot see what the issue is exactly. The people that take the claims or if you place the claim online, there is no way for us to know what the actual failure is without having a technician come out. If you had stated that the water heater is leaking from the tank, we would have advised you that this is not covered then ask if you would want a technician. We do assume that customers read the policy and understand it and if they don’t, we do expect questions. Please always feel free to contact us with any questions that you may have.CHW is not able to refund you for the service call fees due to the policy guidelines. This money does not go to CHW; it is a fraction of the cost that the technician gets paid to come to your home. CHW then provides the service provider for the remainder of the travel cost and service call fee. We do regret your frustration with these claims however CHW is in full compliance with the terms and conditions of our policy. Respectfully,CHW

Consumer

Response:

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

Business

Response:

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

Review: I purchased a home warranty from choice on 10-23-15 and I have a 30 day waiting period to use it. I made a claim for my washer on November 3, 2015. The contractor came out and told me that my pump was going out. At 1st he could not tell what the problem was because it doesn't do it all of the time. So he made the claim. Choice calls me back later that day and tells me that they are not going to pay for it because it was a pre existing issue. The tech also told them that the pump is not completely out, that it is going out. They are telling me that my pump was going out before my policy came into effect. But it only started doing this only a few days before I called in my claim. Like I told them it is not completely out but it is going out. And how can they tell me when my pump was going out. I stated to them that when I used my washer on the 2nd that it started to act up on me. So now they are telling me that I have to pay for the repairs myself because this is a pre existing issue. Which it is not a pre existing issue, it just started on Nov. 2nd.Desired Settlement: I would like for choice to pay for the repair of my washer. If they are not willing to pay for the repairs I will cancel my contract and I would want a full refund and I will look into getting another warranty with another company.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php. Upon review of your claim for your washer, the technician had stated that the unit failed due to debris stuck within the heat pump, he stated it was completely clogged. This failure takes a while to occur and per our records, this policy has not been in place long enough for the unit to have failed within the lifespan of the policy. Your policy began on 10/23/15 and your claim was placed on 11/3/15. As a good will gesture since you disagree with the outcome of the claim, hence our policy; CHW is willing to provide you with a full refund of your policy but we cannot provide you with the service call fee as that was paid to the service provider.We have documented your claim and if you would like a full refund of the policy, please contact us and we will provide you with a form to sign. You are a monthly customer and normally there would not be a refund also the 30 day grace period has passed to receive the full refund but we are willing to provide it to you.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

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

Regards,

Business

Response:

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

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

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

Consumer

Response:

Review: [redacted]

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

Regards,

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

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim, I do see that you filed a claim for your Air Conditioning system but it was not covered due to a lack of routine maintenance, we have it not covered due to rust and corrosion. The end result of rust and corrosion would be a lack of proper routine maintenance which both are not covered in our policy.We do not have any documentations of this account that you would like to cancel, we do see that on your previous account you stopped paying and were behind 10 payments then we cancelled you ourselves. This was for policy [redacted] that you purchased on 10/24/13 and was to begin on 11/24/13. The policy that you are referring to is policy [redacted], that you had paid $38.00 a month for. Per our cancellations Section L. you would not be entitled to a refund since you had our policy for the amount of time and had coverage. I will have a manager in the cancellations department contact you in regards to cancelling the policy but in regards to your claim, this is a non-covered failure that CHW will not be able to provide the funds for.We urge all customers to take the 30 day grace period to review their policy and contact us with any questions that they might have. This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section A. Coverage #3.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

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

Business

Response:

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

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

Business

Response:

[redacted], Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, you had a claim for your oven cook-top on 9/23/13 and CHW did replace the parts of your oven. The parts at that time excluding the labor and the tax, your oven now has the same parts failures and CHW is offering you more funds towards the parts than previously in 2013. Since we do understand that the parts may have gone up since then, we are willing to increase the amount to an even $300.00 for the amount that we would send to you. Our authorization department did not base the amount according to this; they based it on the national average cost of the parts. If you would like to accept this offer, please contact us as it is documented in your claim. We do regret your frustration with this claim, we do see that all the claims that you have had with us, we have covered and we do look forward to assisting you for future claims. Thank you, CHW

Consumer

Response:

Review: [redacted]

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

Regards,

Business

Response:

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

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

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

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

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

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

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

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

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

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

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that you placed a claim for your heating system and CHW advised you that the parts that were needed are no longer available per our policy Section F. Limitations of Liability #9 states “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.”CHW followed the process and did offer you the funds and even upped the amount to $200 for the parts and labor as the original cost would have been $195.00. CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

Fixed my a/c quickly and hassel free.

Fast appointment on time neat and efficient work would recommend to anyone

My AC went out downstairs and I was hesitant in calling as I have heard many different stories about how this goes when dealing with a Warranty company. I can assure you this was the epitome of good service.
The phone call was very fast, and the agent quickly got all the information she needed. Within 1hr my claim was assigned within 1hr after that a technician called me to set an appointment. It just happened he was in the area and asked if he could come by within the hour. I agreed and the tech was there literally within 3hrs of my initial phone call. The repair was quick and painless I paid the deductible and off he went.
Just a fantastic experience all around.

Top service

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.

Choice Home Warranty fought my claim calling it pre-existing. It wasn't, and was within the contract coverage period. I had independent repair come to put in writing that issue didn't appear pre-existing, no indication that it was. I threatened Attorney General's office. and rep at Choice told me he was going to refund my money, stated the amount, I asked him to repeat the #, then he called me an f-ing B...so, I just hung up. We will see if I get the refund. Either way, my credit card company will honor my "services not provided" claim if refund doesn't appear in a couple days, but I'm out the $45 for the initial tech call (their guy), so filing with AG anyway. Horrible experience. How these reps can do that job and be so cruel is beyond me. Aren't there jobs at the AP or something in NJ? Where you don't have to call people the B-word? Takes a special kind of evil to do that work.

Submitted a claim for plumbing and was told to call for additional information. After speaking with a representative was told my claim was denied due to an exclusion marked in section blah, blah, blah. Even though the piping is connected to the home, it's not covered under the plan because I mentioned the meter in my description. Make sure to read all print in the contract including all exclusions. Also, be careful on how you describe problem when submitting claim. Any reference to anything in the "exclusions" will immediately be denied. They will find a way to deny your claim. Stay away from this company! There are better solutions out there.

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.

Review: I pay for the warranty then when my air conditioner goes out. I call them and they send out a repair man and they call and said I need to send In all the paperwork where we had the unit repaired in the past so I did then they never call back so I called them and they said they Denied the claim due to lack of neglect. I told them the only neglect was the warrant y company because there the one"s that sent the repair men out to repair the air. there was no neglect on our end. I have the bills where the air conditioner was repaired by the past warranty company.Desired Settlement: To finish the job. Because that's the way Business should be done not taking someone's money and not doing the work.

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 the compressor failed due to a restriction in the line set. Line restrictions result due to lack of routine maintenance to your system.

We are sorry we could not assist you.

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 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 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

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