Choice Home Warranty

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 purchased a premium home warranty package from choice home warranty. The air conditioner at my home stopped working. I called choice to send a technician out to fix the problem. A technician came and diagnosed the problem as a faulty fan motor which caused the compressor to fail. The total cost of the repair was about $900.00. Choice only agreed to pay for the fan motor which was about $90.00. They said the failed compressor was secondary damage and not covered by the warranty. Basically, the repair was not made. When I called to complain about their policy. They were unmoved and said that they would not cover the compressor. I wrote a letter of complaint, faxed, mailed, and emailed it to their headquarters. Got no response. When I called a week later to cancel all my plans with them (I have two homes covered with them) they transferred me to another department who could accomplish this. They offered me $200.00 not to cancel. I refused the money and cancelled the plans. Their failure is that they sought the easy way out and did not fix the AC. I called American home shield and described the situation to them. They said they would cover the repair as it includes all parts and components. Please pass this on to other customers so they won't be left hig and dry by this companyDesired Settlement: They change their policy and actually make the repairs that they claim to cover, or reimburse me for the repair I had to have a reputable company make

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, I do see that CHW is covering the condensing fan motor but we are unable to cover the compressor due to the fact that the original issue was with the condensing fan motor and it overheated and made the compressor go. The compressor is secondary damage which is an exclusion to our policy Section F. Limitations of Liability #19.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

Consumer

Response:

the air conditioner was not fixed. It is not reasonable that you hide behind a policy that does not satisfy a customer. It is usual and reasonable that both those repairs should have been covered. In almost all situations where the fan motor fails the compressor dies. Your policy is your policy. I am going to make my neighbors and friends aware of how my claim was handled. I have since moved to American home shield. I explained the situation to them and under their policy both items are covered. Am giving the whole situation to my family to post on Facebook.

Review: Requested service from a technician under our home warranty plan for the heating system malfunction. The system started correctly the 1st time but from 2nd time it produced a loud noise and miss to ignite back. The system had its annual maintenance performed by a certified company in March 2015. The technician CHW assigned arrived and started the system and verified it started well, issued its diagnosis of "lack of maintenance. Though I tried to explain that the problem would emerge from the 2nd start he refused to wait and went out to call CHW and report his diagnosis. We stopped the system and once the technician was back tried to start it again. The loud noise appeared and the technician verified a gas leak and a mechanical failure. CHW in any case denied the coverage since they claim the manufacturer addressed the cause of the problem to the lack of maintenance reported as first diagnosis. We asked for proof of that but they refused to provide manufacturers statement. Now we'll have to proceed and pay for the repair from our pocket when it should have been covered by the homw warranty we paid for. Also, we want our service call fee of 45.00 back since the technician in our opinion did not act in good faith when he refused to test the system in the same condition we reported in our claimDesired Settlement: We want the refund of the service charge and of the repair we need to pay ourselves

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 that you

had placed for your Heating System, it was advised to us that the unit had

failed due to a lack of proper routine maintenance. Per our policy, Section F. Limitations of

Liability #12 states that all units must be properly maintained per the

manufactures specifications. We did receive the invoices that you had provided

to us and unfortunately they were not sufficient to show that there was

maintenance completed. We do regret the frustration that

you have had however CHW is in full compliance with our terms and conditions of

our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The routine maintenance has been done by a certified technician and I have invoices for that. The technician you sent after the initial diagnosis called back to rectify it and report mechanical failure and he didn't reported lack of maintenance on that piece. I spent 455$ to replace the piece + 45$ for the service call. The denial of coverage was not made in good faith. I had a second opinion at my expenses and the technician reported a mechanical failure not related to lack of maintenance since no maintenance can be done on the specific piece. I want proof of the manufacturer's e-mail stating that the mechanical failure was by lack of maintenance (a thing I'm sure you do not have), and I want a full refund for 455$ you should have paid. I have all invoices, I'm in good faith, the only thing you provided so far is the information about an e-mail received that you are not allowed to disclose.

Regards,

Business

Response:

Dear [redacted]:The letter or email that you are speaking about is not from the manufacture, it is from our authorization team who are made up of technicians. The technician called in a report to us and verbally provided the failures of the unit.If you would like to produce maintenance records for this claim to see if it can be overturned, we would be happy to view them but as for the claim itself, it was explained to us that the failure was due to the filters being fully clogged, that is a lack of proper routine maintenance. We would be happy to provide you with a one time free service call fee upon your policy for any future claim that you might have.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

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.

Review: After having Choice home warranty for about four years ,we've had them send a contractor out for minor repairs over the years. I conduct monthly maintenance checks such as filters and what not as suggested. Our Furnance stopped working on about the 2nd of March. They sent someone on the 4th,he told us that the heat exchanger was cracked and that the furnance needed to be replaced. We waited for 2 days to hear from choice ,we had to contact them several times to finally be told that the claim was denied. We have small children so we have to get it replaced regardless but when we are paying them to take care of this ,we feel that we have been done an injustice. The cost of the repair is just over $1500 and we would like to see them hold up their end of the bargain.Desired Settlement: To be compensated for replacement furnance.

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 policy we see that you had placed a claim for your AC unit once on 11/06/14 claim number [redacted] and again on 3/2/2015 for claim number [redacted].We regret your frustration with the outcome in regards to the second claim #[redacted] for your Air Conditioning unit. We have looked into both of the diagnosis that the technician had given to us and the first claim that you had submitted was covered under our pre-autho limit but it does show that the unit was lacking maintenance. You unit had a clog in the inducer motor. Any clogs will be from a lack of maintenance. On the second claim he reported to us that the heat exchanger was cracked in two places, he stated that the unit was improperly installed to begin with. He explained that the flue pipe is 3” hooked into a Y with the water heater. This is not how this unit should be installed. Per our policy, as we have stated before we do not cover any unit that had not been properly maintained, also per our policy we do not cover a unit that has been improperly installed.Please see section F. LIMITATIONS OF LIABILITY11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.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 very sorry that you chose to cancel your policy with us. Unfortunately, with the policy being closed and the failures of the unit; we would not be able to assist you with this claimThe details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. Best regards,CHW

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

Fixed my a/c quickly and hassel free.

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: Contacted Choice Home Warranty to file a repair claim for my heat pump. Repair technician arrived the next day to diagnose the problem. He found the problem and called Choice Home Warranty who immediately denied the claim when the repair technician told them the problem was a bad thermal control valve on the "heat" side of the heat pump. The thermal control valve on the air conditioning side of the heat pump was still working correctly. In my warranty contract, it states that thermal control valves are excluded....however, this was not air conditioner related. In the contract under Heating System, there is no mention of thermal control valves in the exclusions. If they are excluded under both air conditioning and heating systems, it should read "thermal control valves" under both categories. My complaint is that Choice Home Warranty has misled it customers by deceptive wording under the Air Conditioning and Heating Systems sections of its contracts. This repair that should have been covered by the warranty that I PAY for to have for such repairs, is WORTHLESS!!!! This repair is now going to cost me $1000+ out of my own pocket when I thought I had the warranty to prevent me from having expensive repairs out of pocket. If Choice Home Warranty does not make good on my claim, I will be cancelling and requesting a refund of ALL premiums paid to date. Below is the wording in the contract directly from ChoiceHomeWarranty.com4. AIR CONDITIONING/COOLER NOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except: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. 5. HEATING SYSTEM OR BUILT-IN WALL UNIT NOTE: Main source of heat to home not to exceed 5 (five) ton capacity and designed for residential use.INCLUDED: All components and parts necessary for the operation of the heating system. For units below 13 SEER and when we are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating Dampers Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves Filters Line dryers and filters - Oil filters, nozzles, or strainers - Registers Backflow preventers Evaporator coil pan Primary or secondary drain pans - Grills - Clocks - Timers Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents Improperly sized heating systems Mismatched systems - Chimneys Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) - Calcium build-up - Maintenance. NOTE: We will pay no more than $1,500 per covered item per contract term for access, diagnosis and repair or replacement of any glycol, hot water, or steam circulating heating systems.Desired Settlement: Choice Home Warranty pays for the needed repair to my heat pump in full. If they refuse to pay for the repair, I want a full refund of all money paid to Choice Home Warranty and to cancel my warranty 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 regret your frustration with the outcome in regards to claim # [redacted], for your heating system. Upon diagnosis, the service provider stated that your unit needs a new thermal expansion valve. According to CHW policy, thermal expansion valves are not covered under either the air conditioning nor the heating system coverage of CHW policy.Please see section below:D. COVERAGE4. AIR CONDITIONING/COOLEREXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.5. HEATING SYSTEM OR BUILT-IN WALL UNIT EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) - Calcium build-up - Maintenance. NOTE: We will pay no more than $1,500 per covered item per contract term for access, diagnosis and repair or replacement of any glycol, hot water, or steam circulating heating systems.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. If you would still like to cancel your CHW policy, Please contact our cancelations department 888-531-5403.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

Choice Home Warranty's claim that "thermal control valves" are not covered under Air Condition and Heating sections is false. Under air conditioning it does state "thermal control valves" as excluded. It DOES NOT state "thermal control valves" under heating. It specifical states under heating systems - ALL componments required for the operation of the heating system ARE covered. "Thermal Control Valvle" are NOT specificially identified under the excluded items in Heating systems.I not only wish for my warranty to be cancelled, I want a refund of ALL monthly premiums paid to date.

Business

Response:

Dear Consumer, although this is not a covered claim in which CHW is obligated to pay. CHW is willing as a gesture of good faith to offer you a full refund of $101.25. You purchased the policy for $33.75 monthly and the account was active for four months. CHW refunded one month’s payment of $33.75 on 11/14/14, the remainder of your refund is $101.25. Please be so kind as to affirm acceptance and we will be happy to issue a check to your attention and consider the matter resolved.

Review: Choice Home Warranty used deceptive practices and manipulation to deny my claim when the evaoporator coils went out on our air conditioning unit. After refusing to wait a week to have one of their technicians come out to examine the units, Choice Home Warraty claimed the coils rusted due to neglect. My technican said our units were in perfect condition and were well maintained. It was only after I continued to request using my own technician that Choice Home Warranty declined my claim and then offered $500 towards the cost of a $4,100 repair. They then offered to replace the coils (which could take up to two weeks), or I was able to accept $250 per coil. When I explained the coils alone were $1000 a piece, they said their final offer was $500 for labor and $250 per coil. I was free to "take it or leave it". Choice Home Warranty has a history of using manipulative tactics to deny consumers the warranty protections they pay for. Due to Choice Home Warranty's refusal to honor their contract, we spent a week in our Ausitn Texas house with no air condiction during 100 degree days.Desired Settlement: I am writing to request the $2,475 spent with Choice Home Warranty be credited back to my credit card account, as well as forcing Choice Home Warranty to reimburse me $4,100 for costs associated with repairing our air conditioning units.

Business

Response:

June 23, 2015 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 that you placed on 6/5/15, I do see that CHW did dispatch a technician that same day to your home and their availably for the next day was not fast enough for you as you proceeded to use your own technician. We tried to receive all the information that was needed by your technician throughout the following days and he was unresponsive to our requests. You actually had to send us the pictures of the unit with the serial numbers for us to look into replacement of the parts. I do see that on 6/11/15, after we did receive the pictures from you and we did explain that both of the units were not covered due to the fact that they are rusted and corroded, we did advise you that we would honor a goodwill gesture of $500 per coil that you have, a total of $1000 for a goodwill gesture that you declined because we were not able to cover the non-covered charges of Freon and labor. On 6/12/15, you spoke to our Manager Kyle and he did advise you of the goodwill gesture and you stated that if we were not going to cover it in entirety, that you were not interested. You then requested to cancel your policy. Unfortunately, CHW is not obligated to offer the goodwill gesture to you since you did cancel your policy and did receive the pro-rated refund of the cancellation. We did do our very best to assist you when you were a customer of ours and tried to offer you $1000 for a claim that was clearly not covered. Per our policy, CHW does not cover rust or corrosion as this is a lack of proper maintenance. Please see below: 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.8. CHW is not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the contract holder’s failure to perform normal or routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We do apologize, you have chosen to cancel your policy with CHW, as we were trying to offer a goodwill gesture and you had declined it. CHW is in full compliance with its terms & conditions. Respectfully,CHW

Consumer

Response:

:Regarding the prorated refund. I paid $2,475 for a 5 year contract. I should have received at a minimum $2,063 since I did not have the contract for more than 10 monthsI have spoken with an attorney and have a signed affidavit from my technician stating our units were properly maintained, and that the coil failure was not a result of improper care. Offering $500 to replace coils that cost in excess of $1000 each is unacceptable. When I purchased my warranty it was under the impression as per your website that I would never have to pay for a repair again. CHW was recently ordered to pay $780,000 to customers who claimed claiming CHW denied their claims. I am requesting CHW honor what was promised, and reimburse the $4,100 spend to replace and install two new coils. I will be forwarding CHW's response to the NJ Attorney General, as well as my attorney here in Texas.

Business

Response:

I have reviewed your refund with our billing department and the refund that was given back to you was correct and we waived the administration fee of $50.00.You paid $41.66 a month for coverage for 10 months, CHW paid out $233.73 in claims. This total that you should have received would have been $1770.02 but CHW waived the $50 cancellation fee providing you with the maximum refund that you could receive for your policy $1820.02.In regards to the cost of coils, CHW per our policy has the right to offer you what we would have paid for the parts. We do work with a company that does provide coils to us at a wholesale price, $500 is exactly what we would have had to pay if we were to have purchased them.In regards to the NJ AG, we will be happy to explain to them our policy and the failure with your unit; also that we did try to offer you a goodwill gesture of $500 per coil equaling $1000 for a non-covered claim, just as a good will and that you declined. We do apologize for any frustration that you have had to go through, your request to cancel your policy was done so and we gave you a refund and waived the extra fee.Regards,CHW

Review: We need an issue resolved with Choice ASAP regarding claim [redacted]. We have been extremely frustrated with Choice refusing to repairing our oven. They have sent 2 technicians to resolve our claim but have failed to follow through fixing our oven through a deceiving loophole in their policy.

We purchased our home on July 1, 2015. Home inspection report verified the working condition of our double oven. Total home plan from Choice Home Warranty was purchased July 1st for $525 by [redacted] in our behalf. Previous home owner maintained possession of the home during a lease agreement for the period of 30 days. We have a written statement from Commissioner of Grand Prairie, [redacted] stating the oven worked perfectly during the month of July. We took possession of the home in August after relocating from Arizona. Our shipment of household goods was delivered August 7th. The oven clock, the oven light and the keypad worked since we moved in. Saturday, August 8th we started the self cleaning option on the oven, which began working. After it finished the oven would not unlock and we could not open it or bake. We called Choice to file a claim. A technician Elvis [redacted] from [redacted] was dispatched by Choice on Aug 12th, $60 service fee paid and he reported to us the keypad had stopped working and needed to order a new one. New parts were ordered by Choice and delivered to the tech. We waited for weeks for him to return. Called several times checking on the status. No response from the tech. We kept calling Choice for answers increasingly more frustrated without a working oven. 1 month passed, Sept 8th we discovered the tech had the parts since Aug 17th. This is unacceptable. New tech dispatched and he requested additional parts than the previous tech. We did not hire him, or request parts, but Choice now denies our claim because of this and that it was a pre-existing condition. Things break down, don't last forever, but it was working. We just want our oven fixed.Desired Settlement: We feel it is not outrageous to have the original technician who started the job, who received the parts and never showed up to fix the problem as he diagnosed it from the beginning, to come back and finish the job. We paid him $60 and never received the service. This has been denied by Choice as them not being liable or responsible for techs. Well isn't that just unfortunate... for me. With the evidences provided, our double oven is still in good shape and just needs some repairs - not a full overhaul. New double ovens easily range from $2000 to well over $3000 which is something that we cannot afford. I should at the very least be refunded my $60 service fee, but I want to know that the $550 home warranty I have on my home is valid for something.

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 began on 8/7/15, we see that you placed a claim for your oven on 8/8/15 stating that the oven was not coming on at all. We also see that we had sent 2 different technicians to your home and the first technician stated that the unit did not display any functions and needed to have the computer board and display replaced. The second technician stated that the units were not heating and the bake element had shorted.When speaking with you, on 9/11/15, we did review the call where your wife had stated that the unit had not worked since you had moved into the home. Per our policy, Section A. Coverage #3 states that all units must be in proper working order upon entering the policy. This claim was placed one day after your policy started and per the technician these are not failures that can happen within one day. Also, per your conversation with our supervisors you had stated that the unit did not work either.We advised you that an inspection report does not show if a unit has been properly maintained, it will show if a unit turns on or off. The failure that you have with the oven is not something that could happen within the timeframe of the policy.On 9/15/15, you had spoken to our escalations manager and he advised you of this exclusion in our policy and explained again to you that you can cancel the policy and CHW would provide you a pro-rated refund as per Section L. Cancellations but this claim would not be covered as stated above. We resent you the policy for your review.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 my complaint has still not been resolved. I still don't have a working oven. We requested that the original tech return with the display pad and keyboard that was ordered and received by him to come finish the job. I paid $60 for a service and no service was fulfilled. The claim that the failures couldn't happen in one day is ridiculous. The home and appliances are 7 years old, and they wear out. The fact that the "policy" began one day prior to our call was completely coincidental and shouldn't matter to Choice fulfilling a claim. We did not even know our policy wasn't in effect until months later. No information regarding the policy was ever sent. Lastly, the statements made over the phone to Choice reps about the "unit" working means lots of different things. The oven clock and light worked the entire week we had moved in, so to our knowledge at that time, it was in perfect working order. We owned the home for over a month with no problems, but WE didnt move in until early August. What we had said about it "not working" since we moved in is because OVER A MONTH later than our initial call on August 8th, we still had not been able to BAKE with our oven. Those comments have been taken out of context and forced by deceitful Choice reps. How could I ever be liable for no communication on part of such a cheating, crooked company?

Business

Response:

As stated before, our policy is online for anyone to view, if you did not receive the policy in the mail or via email you could have gone online at www.choicehomewarranty.com/useragreement to view it. Please review Section A. Coverage that states that all units MUST come into the policy in proper working order. This would mean every unit in the home would have to be properly working, every aspect of the unit would have to be working. Also, when your wife had spoken to our supervisor she advised that the "oven never worked since she moved in but then stated that her auto clean worked and when she tried to bake the oven wasn't working". The entire unit has to be in proper working order, not just a part of it upon the start date of the policy. Due to the fact that we were told that the unit had not worked prior to the policy start date, we cannot approve a claim that is pre-existing to the policy.Please also see section F. Limitations of Liability #1 III that states " 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 understand your frustration and very sorry for any trouble or misunderstanding with our policy but CHW cannot cover the claim due to the exclusions to our policy. Thank you,CHW

Review: I HAVE BEE WITH YOUR COMPANY SCEINCE I BROUGHT MY HOME TWO YEARS AGO AND EVERY CLAM I PUT IN I WAS DENIED. I PAYED THE COMPANY FAITHLY AND EXPECTED SOME KIND OF SERVICE . I PAID BY DIRECT DEPOSIT SO I WAS SURE MY BILL WAS PAID SO IF I NEEDED YOU I WOULD HAVE THE SERVICE.I CALLED THREE TIMES WITHIN THE TWO YEARS I HAD YOUR SERVICE AND EACH TIME I WAS DENIED. ON 2/14/13 I PLACED A CLAIM # [redacted] AND WAS DENIED I PAID 1200. OUT OF POCKET TO HAVE MY HEAT FIXED I CALLED 2/18/14 CLAIM # [redacted] DENIED I HAVE TO PAY FOR BUILD UP IN HOT WATER TANK I AM A FIRST TIME HOME OWNER AND I AM TRYING TO DO THINGS WRIGHT I ORDER THE SERVICE BECAUSE I THOUGHT IT WOULD HELP BUT IT IS NOT . CLAME [redacted] THIS WAS A DRYER THAT I HAVE NOT HEAR ABOUT YET. BUT ALL OF THESE SEVERICES ARE VERY MUCH NEEDED AND I DON'T HAVE MONEY TO JUST GIVE AWAY BESIED ME HAVING TO REPLACE EVERY THING MYSELF AND I STILL HAVE TO PAY A DEDUCTABLE.WHAT GOOD IS THIS SERVICE FOR ME.Desired Settlement: I WOULD LIKE TO EITHER A SERVICE PROVIDED OR MY CO PAY RETURNED FOR A SERVICE NOT PROVIDED MY POLICY # IS [redacted] I WOULD LIKE YOU TO LOOK INTO THIS MATTER FOR ME PLEASE I THANK YOU IN ADVANCE FOR YOUR TIME.

Business

Response:

Dear [redacted]:

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

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

[redacted] on 10/5/2013 for your second refrigerator

I understand the frustration with the denied claims that you have had and I apologize for inconvenience but since you have cancelled out your policy, I am not able to have the service provided for any of the denied claims. Also, in reference to your co payments, they were paid to the provider to come to your home and diagnose the issues that you had with your units. I would not be able to refund you the money that you paid those providers.

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 call Choice Home Warranty of 12/02/2014 and Told them that I Had a Ice Cube Maker that was NOT Working. They Sent out a Company called Simply Comfort to Repair the Item.They came out and 12/05/2014 and Reported to me that the Ice cube Maker needed to be Replaced. They could not do it Today, for it was a Saturday & They had to Wait till Monday to get the Part & Authorization from His Company. He came Back Monday to get the Serial Part # and told me that He would go to the Warehouse & Get the Part & be back in a Couple of Hours with a NEW Part & Install it . Shortly after that Choice Home Warranty Called & told me that they were not going to Replace my Ice Cube Maker. I Told them I had a Warranty on my Refrigerator & Ice Cube Maker. They said Sorry & Hung Up the Phone.Desired Settlement: I Just want them to Replace my Ice Cube Maker with a New Ice Cube Maker that Works

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your refrigerator ice maker. Upon diagnosis, the service provider stated that an internal seal caused a leak onto the motor causing the motor to rust out and fail. Unfortunately, CHW policy does not cover failures that are due to water damage, rust and corrosion, or secondary damage. Please see sections below:F. LIMIATIONS 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.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.19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesOur records show that per your request, your policy was canceled on 12/09/14.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:

Sir, my ID#[redacted] was Given to me By the Revdex.com on this Case.The Contract #520310709 is my Contract # for the Policy From CHOICE HOME WARRANTY.The Yearly Rate is $490.00 Yearly, Sevice Call Fee is $45.00, Coverage Plan-TOTAL PLAN, Optional Coverage-REFRIGERATOR ICE-Maker.Choice Home Warranty Direct Phone Number is ###-###-####.

Business

Response:

We regret your frustration with the outcome in regards to this claim. The information we received from the service provider stated that an internal seal caused a leak onto the motor causing the motor to rust out and fail. Unfortunately, CHW policy does not cover failures that are due to water damage, rust and corrosion, or secondary damage. Our records show that per your request, your policy was canceled on 12/09/14.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: We've had a choice home warranty on a home we just bought, for about 45 days. We filed a claim a few weeks ago because the valve on the washer wouldn't turn off the water so we couldn't disconnect the washer. The assigned technician called it into choice home warranty and Choice said it was not covered. We had to pay $45 warranty service call fee and then technician said it would be $200 to pay him directly to repair it. We complained to Choice and after a lot of discussion, they agreed to give us $100 towards the repair but that this was a one-time offer because we were a new customer. This week we filed a claim because the freezer was leaking water. Technician came out, said it was a clogged drain, and said Choice said it wasn't covered. We had to pay $45 warranty service call fee and $286 direct to technician for 20 minutes of work for him to unclog the drain. We've had other home warranties in the past (with American Home Shield) and they almost always covered all repairs internal to the house surrounding plumbing and appliances. I feel this company is very deceiving. Two claims in a row for internal issues with plumbing and appliances and BOTH not covered. The consumer is not getting any value out of the home warranty that is supposed to protect them from high expenses for repairs on plumbing, electrical, and appliances.Desired Settlement: I would like a refund for the $100 we're out of pocket for the first repair and the $286 we're out of pocket for the freezer drain unclogging.

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 claims, we see that your policy began with CHW on 1/9/16 and you placed your claim on 1/20/16. Within this short time of having your policy, the washing machine had an issue with the hose bib. Per our policy, Section D. Number 8 Plumbing, the hose bib is an excluded portion of the policy. Also, all units must come into the policy in proper working order as per Section A. Coverage #3.We do see that even though this was an exclusion to the policy we did offer to assist you with a goodwill gesture of $100 towards this claim. Unfortunately, per our policy since this was a non-covered claim, CHW is not responsible to assist nor cover the claim.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

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.

Review: Since Jan, 2014 I have paid $38.33 per month for Choice Home warranty Service with their stated claim to provide service for interior plumbing, appliances, etc. They took $38.33 every month. The first claim I filed was claim #[redacted] for leaky pipes in my basement. The first claa was to file the claim and I received the claim number and the promise of a phone number for a local service provider under their service. I received the phone number and called, but [redacted]'s Enterprises, INC (###-###-####) told me that they co and told them the local vendor's complaint and the girl responded, "Well, they just said that. You don't know it's true." I was outraged at the response and suggested they report to their accounts payable. her response was "this center has nothing to do with that." She then said she would get me a different provider. This was at 6:30 pm. I heard nothing and called again at 10 pm and they said they were "having trouble finding a local vendor." They said they would call me when they got one. 24 hours later I still had not heard, and called again to cancel the warranty, as I feel I have been defrauded by this company. The customer service representative, when I mentioned the first [redacted]'s response said to me, "Well, we will pay them eventually." and then suggested I call a [redacted] and Choice would reimburse me!. I asked why I would do that when the7y hadn't reimbursed their vendors. The young man then smart mouthed me saying, "Well we pay our customers in 6 weeks." I laughed and told him to cancel the useless warranty. They promised an email notice of cancellation, which I did not get, so I called again to make sure. Is till have not received an email notification of my cancellation. I had to call a local plumbing company who is fixing the problem as I speakDesired Settlement: I request a complete refund of $445.07 for the 9 months of warranty payments that, in the end, were for a useless warranty. This will go toward paying the plumbing bill that should have been covered by this warranty. I would also like to say Choice Home Warranty investigated by the State of New Jersey Attorney General's Office for fraudulent claims and business practices.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your plumbing. CHW tried to secure our customer’s the first available appointment. However, vendors are responsible for scheduling. All CHW vendors are aware of CHW payment policies. I can assure you that all of CHW vendors are paid for all work authorized by CHW.Our records indicate that per our request, your policy was canceled on 10/17/14. Please see below section:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:It does not make restitution for the money I paid them with regarding to expected services. This is a fraudulent company. Check "Choice Home Warranty is a Ripoff" on facebook, with countless messages from vedors and scammed customers.

Review: Choice Home Warranty has denied a claim to repair a lower level air conditioning unit.Desired Settlement: The desireed outcome would be that the contract is honored and Choice Home Warranty repairs the unit

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 began on 5/17/15 I do see that you placed a claim 2 days later on 5/19/15 for your Air Conditioning unit. We were advised that the units compressor was not pumping refrigerant. There is an internal malfunction of the compressor and it does need to be replaced. Unfortunately, per our states that all units must be properly maintained and enter into this contract in proper working order. Please see Section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Being that your policy started 2 days prior to you placing the claim, shows CHW that the unit did not come into the policy in proper working order. CHW does not cover known or unknown pre-existing conditions to the policy start date. We do apologize for the trouble that you are having and we do look forward to assisting you in your future claims.Best regards,CHW

Consumer

Response:

I am rejecting this response because for years I've had a home warranty with a company that I may have paid more for but I got what I paid for. I went against my better judgement and with a CHEAP company and I can say that I've gotten just what I paid for POOR customer service and quality. I made 2 monthly payments to this knockoff company. Anyone with common sense wouldn't think that a new warranty wouldn't pay for a replacement unit. However, the unit can be repaired as I found out when I called another company out to look at the unit. Choice Home Warranty didn't even offer that. The unprofessional representative was quick to say you can fix it but we aren't paying anything. So that I don't type a novel, I've gone back to warranty company I had previously and I've taken the necessary actions to handle repairing my unit. I want a full refund of all monies paid to this bootleg operation.

Business

Response:

We are very sorry that you are upset about your claim and that you would like to cancel your policy. Please note that since you did not pay for this policy in yearly terms, CHW is not obligated to pay you a refund of this policy. However, we are willing to offer you a goodwill gesture of a full refund for the amount that you had paid to CHW. Please email me directly to accept this offer and I will send out the proper paperwork. We would not be able to refund for the service providers diagnosis fee of $45 as that goes directly to them. We will refund you the amount that you paid to CHW in the amount of $75.84. Again, please email me directly so I can send you the proper paperwork that we would need in order to give a full refund.Thank you,

Review: On or about May 18, I filed a claim with CHW. I have never filed a claim with them before. When turning on my air conditioning system for the summer, I realized that it was not putting out any air. Called them, they sent someone out to my home who stated the system was too small for my home and he would not touch it (without looking or trying to fix the problem) He then offered me to use his company to buy a new system for $10,000.00 which I refused. I called CHW and they told me that I would be able to get a second opinion and report their findings. The engineer who I had come back that I paid out of pocket for, came, referred his findings. Evaporator coilc leaking, system had no frion & compressor problems. They sent me an email and told me to call them ASAP. As I did, they told me they couldn't do anything for me because the coil was rusty!!! I have read all of their reviews and they all say the same thing, they never pay out and they deny all claims! One gentleman told me that I allowed the system to rust, keep in mind, it just started getting hot and I never turned it on until now. They didn't want to hear what I had to say and one gentleman became very hostile after I informed him of the reviews that I've read. I think I had one claim with them, I think, if it was not one it was'nt any. For them to just deny my claim and not take into consideration that I've been a loyal customer is crazy but the vendor they send to my house can offer me under cover to come to his company and pay them is right????Desired Settlement: I would like all of the monies that I've paid them for the time I was with them so that I may put that towards a reliable warranty company. Or they could have someone come out and honor my warranty (Not B&R) whom they sent to me.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your AC unit that you placed on 5/13/15; you stated that this was the first time in the season that you had turned on the unit and it would not blow out cold air. Our records show that the unit had rust, was out of Freon and the compressor stopped working. This is a non-covered claim due to the fact that our customers are responsible for the maintenance of their units. If you had had the unit properly maintained, upon a routine maintenance check, these things would have been caught. Also, the leak that the unit had was caused by rust or corrosion. Per our policy, CHW does not cover any item that fails due to rust or corrosion.Please see Section F. 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.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. We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Consumer

Response:

I am rejecting this response because: I have never had a problem with my unit, it has always turned on and air has always blew out the way it was supposed to. There was no maintance that needed to be done on my unit. I have faithfully paid my bill to this warranty company for the two years that I have had it. The first time your company is called, it was rejected by your vendor. What good is this warranty company if you are constantly receiving the money for a warranty, but when there is a problem, your company comes up with reasons why you will not fix the unit. Could it be cause the unit may cost some of my hard earned money that was was sent to you everyweek, and you wish to keep it instead. I have never heard of a warranty company that does not fix the problems but would like to keep their money. Granted, its an old unit and the rust is from rain, snow etc., and you hyave to know that it will get rusty from that but yet you insist that you will not do anything about this claim. I wasn't even referred to another company to help my situation nor did you offer any other alterntives but yet, you've received my money every month without fail. Is this how Choice Home Warranty operates? I looked on your reviews, after the fact that is, and every review I read stated the same exact thing, Choice Home Warranty never honors their claims. You may say, oh they are just disgruntled customers but can everybody be wrong? Your company is not actually working for the people that pay their bill.

Regards,

Sa'idah Sudan

Business

Response:

I am very sorry for your frustration and I do see that this is the second claim that you have had with our company but our policy is very clear and although you may not have had any issues with the unit, you must have had to have it maintenanced as the manufacture states. All units that are covered under our policy should be maintained by the manufactures specifications; if not then the unit will not be covered by our policy. As you stated in your comments that the unit is rusted; the technician also advised that this was the reason of the failure. Please read our policy as we do state that we will not cover a unit if the failure is due to rust, corrosion or a lack of proper maintenance. I do apologize but you have chosen to cancel your policy, therefore not allowing me to assist you with this claim.Best regards,CHW

Review: called company on 05/09/15 to report my AC unit was not working properly. a tech from Cole AC came out. said my compressor would not on his work order. Called the CHW back on 05/11/15 and they stated the tech said the freon was contaminate due to non service. Informed them that that was not what he discussed with me. Then they stated they will call be back.ON 05/19/15 I called back an a rep from CHW said the tech will have to come out and take picture of the unit.Desired Settlement: To fix my ac unit

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We do apologize for the outcome of your AC claim that you placed on 05/09/15 with us, per our policy CHW does not cover any units that have a lack of proper maintenance and is the cause of the failure of the unit. Your unit was diagnosed as having a lack of proper maintenance and leading to the unit failing because of such. When a unit is not properly maintained the compressor will have mechanical and internal failure that will end in a result of a failed compressor or a locked system.Per our policy, Section F. LIMITATIONS OF LIABILITY8. 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.We do regret any frustration that you dealt with. CHW strives to help our customers with all of their home needs. We do follow our policy and we do expect our customers to as well.Thank you for your feedback as it is always helpful for us; it allows us to improve our customer service.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

My unit has been properly maintance on today , I faxed your claims department a receive of my maintenance.

Business

Response:

I have received the record that you submitted to us. Attached is what you had sent into us, unfortunately and this is an invoice for a repair not a routine maintenance record that you would have; besides that fact there is not a technician telephone number and it does not have license of the certified technician that did the work. Lastly, this does not state which unit was worked on (serial number, make or model.) I do apologize but our authorization manager has stated that this is not a valid maintenance record. We would have to ask for records that show that you had the unit maintenanced, not serviced. Also, it would have to show us what the technicians name is so we can contact them in regards to the unit.Thank you,CHW

Review: I HAVE A CONTRACT WITH CHOICE HOME WARRANTY ON ALL MY APPLIANCES INCLUDING A/C SYSTEM,THATS PAID IN FULL

I PAY 400.00 DOLLARS A YEAR TO COVER SAID APPL.HAD PROBLEM WITH A/C SYSTEM AND HOME CHOICE SENT A REPAIR

CO. NAMED [redacted] APPLIANCE&A/C REPAIR .[redacted] SAID REPAIR SHOULD NOT BE PROBLEM.A/C COMPRESSOR SHORTED OUT

BUT HAVE TO GET FINAL AUTHORIZATION FROM CHOICE HOME. WAITED A DAY CALLED CHOICE HOME AND THEY DENIED

REPAIR,[redacted] APPLIANCE APPLIANCE STATED TO ME REPAIR SHOULD HAVE BEEN AUTHORIZED,BUT NOT SUPRISED.

I CALLED CHOICE HOME AND TOLD THEM I WILL PURSUE FURTHER LEGALLY.

PLEASE HELP

Business

Response:

Dear [redacted],

I have looked into this claim and I do see that we have already come to a resolution with you on the 3rd of this month. Please close out the Revdex.com as resolved and we will be sending you the check in the amount of $650.00.

Thank you,

CHW QC Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9947823, and find that this resolution is satisfactory to me.

Regards,