Choice Home Warranty

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

Business

Response:

Dear [redacted],

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way

to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback

very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as

‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at

http://www.choicehomewarranty.com/user_agreement.php .

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

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

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

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

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

8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure

to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water

damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to

excessive or inadequate water pressure.

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

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

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

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

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

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

The details of your situation are not representative of the normal Choice Home Warranty customer experience. Please accept our apology for any trouble or inconvenience

this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

icIO??T

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Regards,

Business

Response:

Dear [redacted],

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

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

as highlighted below:

4. Mutual agreement of us and you. If canceled after 30 days, you shall be entitled to a pro rata refund of the paid contract fee for

the unexpired term, less a $50 administrative fee and any service costs incurred by us.

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

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

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

Sincerely,

Choice Home Warranty

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

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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regard to claim # [redacted], for your Air Conditioning System that was placed on 07/16/2014. Upon diagnosis, the Service Provider stated that, the evaporator coil is rusted causing several Freon leaks. Unfortunately, the CHW policy does not cover failures that are a result of rust and corrosion. This is also a failure due to a lack of maintenance. If the unit was properly maintained, the rust and corrosion could have been avoided. CHW requested that the consumer submit records to ensure that the unit was maintained properly; to date however; we have not received anything from the consumer. Please see Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.Also please See Section D. COVERAGE:4. AIR CONDITIONING/COOLER:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

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

Regards,

Business

Response:

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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regard to claim # [redacted], for your dishwasher; and claim # [redacted], for your Oven. Upon diagnosis, the services provider diagnosed the dishwasher to need a pump motor. They noted that the part is no longer available. Per CHW policy, when a part is no longer available, reimbursement is in the amount of parts and labor of the covered repair. Although price for parts and labor was $180, CHW increased the amount to $250.00. The serviced provider also diagnosed the Oven to need a new control board. The control board was also no longer available. Per CHW policy, when a part is no longer available, reimbursement is the amount of parts and labor of the covered repair. Although part and labor cost was 225, CHW increased the amount to $375.00.Please see below:Section F. LIMITATION OF LIABITIY 9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

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

Regards,

Business

Response:

We apologize for the frustration you have encounter with this claim. Unfortunately, CHW policy clearly states that when parts are no longer available, CHW will reimburse the cost of part and labor associated with the covered repair.Please see below Section F. LIMITATIONS OF LIABILTY 9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I 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: 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: 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

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

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

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . In regards to your claim for your dishwasher, I do see that we offered you a buyout for the unit in the amount of $260.00 on 2/23/15. Authorization was placed the following day and it does take 30 business days for that transaction to go through. Please note 30 business days from 2/24/15 is 4/6/15. Due to the fact that checks are mailed out only on Friday's, your check will be mailed out today 4/10/15. I am sorry but this is a computer generated system and it is not something that we can control. We thank you for your patience and look forward to helping you in future claims.All the best,CHW

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

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

Business

Response:

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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim, we show that the technician stated that the unit was leaking due to rust. Per our policy, CHW doesn’t cover any repairs related to rust. Please see Section F. Limitations of Liability # 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.We do see that you have chosen to cancel your policy; therefore we are not able to provide you with any type of refund as you have received your pro-rated refund already. Per Section L.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Review: 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: 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

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

The repair man that choice sent out to repair my oven was very professional, and on time I would recommend him to anyone needing to have there stoves repaired.

In the middle of a terrible cold spell my home boiler heating system started leaking very badly. We purchased space heaters and called Choice. The first three service companies they tried didn't work. But Choice kept working with me and arranged for [redacted] in [redacted] to service us. He was wonderful; diagnosed the problem quickly, acquired and replaced the small failed part perfectly. I was greatly pleased by the way CHW worked so hard with me to get the problem solved as quickly as possible. The people I talked with on the phone really expressed great concern to fix my problem. [redacted] the mechanic they selected was truly first class in every respect. He knew his job and was determined to get everything fixed ASAP. I am greatly pleased with Choice! .

Choice did it again! I had a problem with my ceiling fan.The lights would who turn off for no reason.They sent an electrician and he had the problem fixed in no time. Thank you Choice Home Warranty.

First AC company came and said that the AC was fine but it was breaker. Paid another service call for the breaker to be replaced. Replaced breaker but AC was still not working. A second company MAH Heating and Air Conditioning came and fixed it. Choice was charging us another service call but after writing to them about paying the first AC service call that did nothing to fix our AC. Choice promptly removed the service call fee. Excellent service!

There were fast and very courteous....and they submitted my claim immediately and I received a call within the four hour window as promised