Choice Home Warranty

Back in May 2015 I filed a service claim for my AC unit. I never recv a call for a week from anyone for 3 days and the warranty person called me from choice and said they were unable to find anyone to come out in my area.so it would be an option if I wanted to get my own company but that they would have to approve the repair. the company that I hired told us what the problem was and was nice enough to do a temp fix just so we would have ac in these hot months. the ac guy that came out tried to contact choice and was put on hold forever and choice says they tried to call the ac company, which the ac company says they did not ever call. anyway we paid for the problem which ended up being 600.00 and I have yet to recv an reimbursement from them. I have a warranty for instances like this in which we really did not have the money but it had to be fixed. I have filled out the reimbursement form 2 months ago and faxed in receipts and they said they had all required paper work. now I called july 28 and the person says they did not receive the receipt in which everything was faxed at same time with a conformation and I also called and they confirmed. so I faxed the receipt to them again. we will see what happens now.

Warranty claimed it would cover A/C unit inside and outside and when outside unit broke they denied claim. pre existing condition they claim, they take your money monthly say your covered then they deny your claim. horrible

I bought Choice Home Warranty December 2014. I called them for the first time on June 2015. The AC was just blowing hot air. Their tech came in and collected the service fee but he said he needs to perform a leak test to diagnose the problem and the leak test is not covered by the warranty. He demanded $300 to perform the test. I refused to pay him and he left. I called CHW and they said they will not pay for teak test. I found another company to perform the leak test for $155. I called CHW and I was advised to scan and email them the leak test result, and I did. I called CHW the next day and the rep said they have to talk to the tech who diagnosed the problem before they can approve any repairs. He said scanning and emailing is not enough. I wasn’t told so by the first rep but anyway I got the tech to call them. Then I called again and that’s when I was told all repairs are not covered. The rep said the leak is in the internal coil and that means the unit was not maintained properly and they will not pay for any repair. If a warranty won’t pay to diagnose the problem despite collecting service call fee, and won’t repair the appliance, then they are useless. CHW is in the business of fake advertisement to collect your money but will not provide any service.

My home warranty claim to replace my worn out A/C unit was denied due what their technician said was lack of maintenance. My technician gave a second opinion and his diagnosis is worn out compressor due to unit being 19 years old, normal wear and tear. The average lifespan of an air conditioning unit is between 15-20 years so I think this one has outperformed what is expected. If it was not maintained correctly, why would it have lasted so long? Don't waste your money buying this warranty. They will pay small claims to repair but when unit needs replacing, they will use ever excuse in the book to get out of paying.

This company is a scam. They refuse to fix my heater which was covered under my plan. after speaking to several mangers they offered me $200 for a $5,000 job. My boyfriend was also covered by them. His washer broke and needed to be replaced they stated to him that it was an older front loader and they would not replace it. again after speaking to several mangers they offered him $180. A TOTALL SCAM!!!!!

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,

Review: I would like to voice my complaint against Choice Home Warranty to the [redacted] Revdex.com, with regards to unethical business practices. On July 24, 2014 my AC unit stopped working, and being that I hold a Choice Home Warranty policy, I immediately place a service order. A technician of their choice was sent to my home to conduct an examination of the AC unit and once it was completed I was told that my home warranty will give me a follow up phone call. The following day someone called to notify me that they will not be covering the compressor repairs. When I asked the reason why the representative stated that the unit was hit by lightning. I found her reasoning ridiculous and difficult to believe as we did not experience any power outage in the home, nor did we observe an external damage to the home or AC unit. She also stated that there were only 4 reasons under which repairs would be denied for the compressor, however, she ruled out 3 of the 4 reasons, leaving the only plausible reason being short to ground, which is not covered. I then told her that I that needed to speak to a manager in order to get this resolved. After speaking with several managers over the course of several weeks, they all seemed unwilling to help and unable to explain how the technician came to the conclusion that the AC unit was struck by lightning. In frustration, I asked if I could get a second opinion and asked what the necessary steps would be.[redacted], the manager I spoke with on that particular day, advised me that if I got a second opinion that was different from the one I was given by their technician they'll cover the repairs and to have him call them before he started any work on the unit. However, if the second opinion was the same as the first, I was told I would have to drop the investigation. I agreed and the 2nd opinion WAS different from their technician's but they still didn't cover the repairs. and they came up with all sorts of lies in order not to pay.Desired Settlement: For them to refund me the cost of my air conditioning repairs

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 [redacted] . We regret your frustration with the outcome in regards to claim #[redacted], for your air conditioning system. Upon diagnosis, the service provider assigned stated that the compressor on your unit was damaged by a power surge. Although this type of failure isn’t cover under our policy, CHW has agreed to settle this matter by reimbursing you the cost of repair of $1155.00. We have tried to contact you by phone and email but were unsuccessful. Please contact us at your earliest convenience to verify the mailing address and process the reimbursement.Best regards,CHW

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: There advertisement indicate "Everything breaks down" and yet there is sufficient excuses for them not to cover problems. Yesterday an interior copper tube had a leak, I called the warrantee company and they sent a plumber and the plumber repaired the leak and they approved the repair.Today another leak ocurred not more then 12" from the previous leak on the same water line. I called the plumber and he called the warranty company and after a very long conversation he told them the repair this time would cost $350.00. This time they would not authorize the repair because they said they do not cover corrosion of a pipe, but hey covered the same condition yesterday when the repair was much less. The same condition existed yesyteday and they acknowledged the authorization yesterday, but came up with the corrosion excuase today. I had to pay the plumber for the repair.Desired Settlement: I either want them to pay for the repair, or I want a refund of the original complete and total payment.

Consumer

Response:

[redacted]

Review: We recently purchased a 5 year term home warranty policy from Choice Home Warranty 11 days ago. Being displeased with the call wait times, I requested cancellation of the contract. Their policy calls for a full refund before 30 days. However, their representative became rude after I requested the cancellation and said that I had to pay a $50 cancellation fee for every year remaining on the policy. I explained that the policy was new but he maintained his attitude at one point saying "that is silly" in reference of me expecting to pay no fee. I told him I planned to go to the Revdex.com and ended the call. Soon after I tried to call back to see if I could try reason with a different representative. A new representative told me that the cancellation was effective and I should be getting my money back in three days. I asked for a confirmation number but he said he did not have one, he added that instead I should receive an e-mail. I have not received a cancelation e-mail nor a refund and I have been locked out of my Choice Home Warranty online account so I cannot see the status of my request.Desired Settlement: I just want the $575 I paid for the first year back, and I don't want to pay any unwarranted cancellation fees. I have the employee name and # for reference as needed.

Business

Response:

I do apologize about the experience that you had with CHW. Please rest assured that your policy has been cancelled and the email did go out to you on 4/20/15 along with the full refund back to your credit card. You should see this credit within 5-7 days. I have copy and pasted the email for you.Date: 04/20/15Sender: Subject: YOUR CHOICE HOME WARRANTY HAS BEEN CANCELLED Body: POLICY #: [redacted]Dear [redacted],Please be advised that your Choice Home Warranty policy covering the property located at [redacted] has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.com. An applicable credit of fees associated in Section XI of the User Agreement will be issued to you within 15-30 days.Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that arise. To reinstate your service, please contact our customer service department toll free at 1-[redacted]. Thank you for allowing us to assist you.Sincerely,The CHW Team Best regards,CHW

Consumer

Response:

Thank you very much for your help, this complaint has been resolved.

Review: After purchasing a home in Oct 2013 I purchased a multi-year warranty contract from CHW. The salesman included my spa and pool as an add on optional coverage included in my $1530 payment. The "pool-spa" are noted in my contract. The motor for the pump on my spa overheated and is blowing the circuit breaker. After first accepting my claim and assigning a company to repair it, a representative later called said the spa was not covered. Fortunately I have the original contract both in mailed hard copy and original email. I have lost faith in this company and am requesting a total refund of my contract. They have misrepresented the agreed contract and have further dealt with me in bad faith.Desired Settlement: Refund of entire contract since they refuse to pay for a repair included in the contract.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that you have with CHW we do see that we have assisted you on the following claims:Claim # [redacted] for your Dishwasher in the amount of $121.00Claim # [redacted] for your Garbage Disposal in the amount of $195.00Claim # [redacted] for your Electrical System in the amount of $477.00Per the policy, we do not cover SPA’S that are above ground. Section E. OPTIONAL COVERAGE 1. POOL AND/OR SPA EQUIPMENTINCUDED: Both pool and built-in spa equipment (exterior hot tub and whirlpool) are covered if they utilize common equipment. If they do not utilize common equipment, then only one or the other is covered unless an additional fee is paid. Coverage applies to above ground, accessible working components and parts of the heating, pumping and filtration system as follows: Heater – Pump - Motor - Filter - Filter timer - Gaskets - Blower - Timer - Valves, limited to back flush, actuator, check, and 2 and 3-way valves - Relays and switches - Pool sweep motor and pump - Above ground plumbing pipes and wiring, except:EXCLUDED: Portable or above ground pools/spas - Control panels and electronic boards - Lights - Liners – Maintenance - Structural defects - Solar equipment - Jets - Ornamental fountains, waterfalls and their pumping systems - Pool cover and related equipment - Fill line and fill valve - Built-in or detachable cleaning equipment such as, but not limited to, pool sweeps, pop up heads – Turbo valves, skimmers, chlorinators, and ionizers - Fuel storage tanks – Disposable filtration mediums – Cracked or corroded casings - Grids - Cartridges - Heat pump – Salt water systems. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement.Per our conversation, I have agreed to send you a check in the amount of $500 that is our CAP for the year on the POOL/SPA coverage. I have emailed you this information and I have not heard back from you. If you do accept this offer, please advise me and I will send you the proper paperwork and have the check authorized.Best regards,[redacted]

Consumer

Response:

I am rejecting this response because:

It has been a few weeks now and I still have not received my refund..

Regards,

Business

Response:

Per the agreement that we have, you agreed that you would accept a check for the amount of $500. The agreement was sent back to me and authorized on 5/29/15, the process does as stated take 30 busniess days, making the date for the check to leave our office July 10th. This is a computer generated system and we are unable to put some before others, they are dispensed in the order that they are received.Thank you,Tracy

Consumer

Response:

I received the check from CHW today and am happy with [redacted] resolution. Thanks for your help.

Review: I purchased a warranty from this company for 5 years, I had a claim on my warranty I had purchased from this company.I was told it would not be covered, I looked for someone to repair the problem. While the repairman was here they called me to say it would be covered and they were sorry I was told that it woudnt. I explained that it was being repaired as we spoke, I was instructed to send the invoice to them for payment and was given the e-mail address to send it to.I sent it the next day and then received a call to tell me they would only pay one half of the claim. I have never received this payment. I asked about it on several occasions and was told it was being referred to the proper department. After several attempts to receive my money with no luck I cancelled my warranty and asked for a refund, this also took several attempts but finally I did receive a refund. When I calculated what I had paid minus the months the warranty was in effect and adding in their $50.00 fee for cancelling I calculate I was shorted $162.00. I asked them to give me the calculations they used to process my refund as I think I am 162.00 short,and also asked where my money is from my claim. I have asked this question 3 times and they will not respond.Desired Settlement: I would like to see the calculations they used to process my refund as I calculate I am short 162.00 , also they owe me 267.50 which is the half of the claim they said they would pay

Business

Response:

Dear Allan [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, I do see that you had requested to cancel. CHW did cancel the policy and we did deduct the amount of the goodwill gesture that we were going to send to you but since you cancelled you would not receive this amount. We did refund your credit card to reflect the $531.21 that we had taken out originally. Your refund is now correct as you had paid us $1875.00 minus the $50 administrative fee of $50 and had the policy for 5 months comes to a total of $1616.65 that has been provided back onto your credit card for you.We do apologize for the mistake; you will see the refund on your credit card in a couple of days.Best regards,CHW

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

As long as I actually receive the refund from the business as of today I have not

Regards,

Review: Purchased 5 year home warranty policy with this company because they promise better service and price, plus 30 day money-back if not satisfied.Made the first claim and was told by the technician that this company only allowed 100$ limit for any repair, minus the user's the co-pay... anything above, they try all the best to deny the claim. Yes, it did happen to me after I paid 2100$.Then here came the ugly part, I want to cancel my policy, and they only return 1800$ claiming that the deduction part is the cancellation fee plus the payment they made to the technician. Asked why I was charged cancellation fee when I cancel it on 7/30 when the policy marked up as effective date starting from 7/13/2013? Oops, the date is calculated from the sing-on date, and the first 30 days you are not allowed to make any claim that's why effective date is 7/13 but your sign-on date is 6/13... how beautiful excuse it is!! and how pathetic you guys are!Basically, I am paying 300$ + the co-pay for a 17 days doing-nothing home warranty.Desired Settlement: I want my full refund.

Business

Response:

CHW has agreed to credit you the $240 you requested.

This credit should reflect your statement within the next 48 hours.

Thank you.

Review: I have always kept a home warranty on my home. The old company that I was with was great but the rates want up. Choice warranty kept e-mailing me with lower rates. I decided to give them a call. I talked to several rep, selling how great they are and they are a 100 percent in handling all service calls complaints. My old company called and offer me a lower rate to stay with them and told me to check the reviews on the company before I change. I check the reviews on Choice Home Warranty and they where really bad. A lot of consumers complained about legitimate claims where denied. Several consumers said they found false reason not to pay. I called them back the next day after purchasing the warranty and told them of my finding and I wanted to cancelled my warranty. They transferred me to a manager and he promised me the reviews were wrong and I could personally call him and he would take care of me. I was told that my first service call fee was on him. I called August 12, 2013 to report a problem with my air unit. No one showed up to my house until August 26,2013 , [redacted] told me it was normal wear in tear and he would return tomorrow, but he did not. They said they are limited with contractors in Birmingham but, they would try to located someone else. They asked me to get someone and they would reimburse me but ,I did not trust them. On September 18, 2013, [redacted] came out and said the same thing and they denied the warranty and said it was because of rust was on the inside of the unit. I take care of my units, I talked to [redacted] who is the manager and he was very rude. I requested a full return due to false advertisement. However, they said no because we warrantied you for 3 months. They did not cover my home properly. I need them to cover my repairs to my unit. I am very dissatisfied with this company. They can not kept taking consumers money and not be penalized.

UPDATE FROM CONSUMER AS OF 9/20/13

I CALLED ANOTHER COMPANY OUT YESTERDAY 9/18/13 FOR A SECOND OPINION CLIMATE CONTROL. tHE COMPANY SAID THE RYST WAS NORMAL WEAR ON MY UNIT AND I COULD HAVE NOT DONE ANYTHING TO PREVENT THAT. HE SAID THE UNIT IS IN GOOF CONDITION AND THE PROBLEM IS WITH THE INSIDE COIL AND THAT IS NORMAL FOR A 5 YEAR OLD UNITDesired Settlement: If they claim I was covered for 3 months.,then repair my units.

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 .

We regret your frustration with the outcome in regard to claim # [redacted] for the non-functioning air conditioning unit. However, upon review this

is a non-covered item as described in Section F. 1. & 12. of the Terms of Agreement:

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.

12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the contract holder’s

failure to perform normal or routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’

specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.

This information was communicated to you on 9/18/2013. While we understand your frustration with the outcome, the decision was based on the parameters

of the User Agreement. Two (2) Heating Ventilation and Air Conditioning (HVAC) technicians provided diagnoses that indicated the evaporator coils were rusted out and leaking. Photographs of the units’ condition were also submitted to Choice Home Warranty, confirming the details that were provided by the technicians.

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I will not accept $100.00 payment. I purchase a home warranty that said they would cover my unit from normal wear and tear. This company has a history of declining customers service requests. The complaints on this company from other customers are the same as mine Choice Home Warranty does not pay claims. I called a company out to repair my unit and the service teach said that repair was a normal repair for a unit 5 years old. Your service tech said I had two leaks which was incorrect, I only had one. I do not trust any pictures from your repair teach. He lied to you saying I had two leaks. WHICH WAS FALSE. I want my money, $1898.00, the amount I paid to repair my unit.

Regards,

Business

Response:

Dear [redacted],

We are very sorry we have been unable to satisfy you. Choice Home Warranty will not cover claims for issues due to a customer’s failure to properly clean or maintain a unit as

specified by the equipment manufacturer. This information is provided to you for review, and can be accessed at any time on our website.

There is no reason an evaporator coil would have the catastrophic failure that you experienced within 5 years from purchase and installation. This would only occur from

failure to maintain the unit or due to a manufacturer defect. Again, we are sorry that we are unable to honor your request to replace or reimburse you for your system replacement, as

the facts we have highlighted previously with respect to your unit’s condition do not warrant this action.

Sincerely,

Choice Home Warranty

Review: I began my contract with CHW in September 2013 via phone sales call. I stated all the appliances and units in my house and their approximate age. I was told by sales rep that the age didn't matter and if they could not be fixed, they would be replaced. On March 9, 2014, I contacted CHW because my heater stopped working. THe technician came out and determined that the heat strip was out and he was worried that the part was no longer available. I was informed that my claim was denied because I had three units and then I was told that I would be given $200 because that is what it would have cost if the part had been available. Today, March 25, 2014 , I was told that it was denied because only one unit is covered. I was offered $300 for my trouble. My children's bedrooms do not have heat because I can not get this unit fixed due to the fact that the part is no longer available. It is still winter weather and I need this unit replaced.Desired Settlement: I want a total replacement of this heating unit. The unit cannot be fixed.

Business

Response:

Dear [redacted]:

Your claim was not denied, you were offered $200 for the parts and labor because the parts are no longer available, this is part of the user agreement. Please see Section F. LIMITATIONS OF LIABILITY 9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, we will offer 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.

You rejected that offer, continuing to try and help you, I was given approval to increase the amount an extra $100 to give you a total of $300 towards the cost of the parts and labor even though it would have been only $200 but that too you had rejected.

Furthermore, your policy does not have the correct coverage and I did offer to add this coverage for you for FREE a $100 value, which you had again rejected. Per our policy, we only cover ONE unit per home unless you purchase the extra coverage. Per our policy: Section D. COVERAGE:

The Coverage is for no more than one unit, system, or appliance, unless additional fees are paid. If no additional fees are paid, covered unit, system, or appliance is at Our sole discretion; certain limitations of liability apply to Covered systems and appliances.

My final attempt to help you since you were and are very unhappy with our policy was to refund you your ENTIRE policy that you had paid into CHW in the amount of $525.00. You yet again, denied this offer.

I do apologize but we have done everything in our power to provide a reasonable solution to this issue and you have rejected all. We clearly have gone above and beyond to satisfy you with no success.

I have documented the account to show all of what we offered and the emails as well. I am very sorry that we could not come to an agreement. CHW does follow their policy and has offered you everything that we can.

Best regards,

CHW Customer Advocate

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Your Company advertises that "If We Can't Fix It, We'll Replace It." That is false advertising. I was also told this during your company's sales pitch. I will proceed with my lawsuit against your company.

Regards,

Business

Response:

Dear [redacted],

I am very sorry that we are not able to come to an agreement. Your policy was opened on 09/14/13, you placed your claim on 03/03/14 a service provider Source One Services LLC was sent to your home and diagnosed the issue with the Heating System as stating "HAS BAD HEAT STRIPS, AND WILL NEED TO REPLACE 10KW. TECH STATED THAT-HEAT KIT FOR THIS UNIT IS NO LONGER AVAILABLE".

Our policy clearly states that you agree that CHW has the right to REPLACE OR PAY IN LIEU of repair. We chose to pay in lieu of repair and offer you the amount that it would cost for the repair and the parts. Please see section F. # 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance. Not only did we offer this amount of $200 but we then upped the price to $300. At this point you have demanded CHW to pay you $2000. Please re-read our policy, we CHW do not offer that amount of money for any unit. I then offered you to have your entire policy refunded to you and you still declined.

I feel as though we have been very fair and if you chose to go further with this please read the policy where it is noted:

G. Mediation:In the event of a dispute over claims or coverage You agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claim.

Again, this claim was filed on 3/3/14, your Revdex.com complaint was sent to us on 3/27/14. This was not 30 days and your policy does not have the correct coverage that we were willing to add for free that is an additional $100. I am sorry that you do not accept this offer or any other offers that we have made.

Best regards,

CHW Customer Advocate Manager

Review: Concerning Home Air Condition; I apply for choice home warranty and on May 22, I call for AC UNIT regular service due to our second unit is not getting cool. All the unit in the house were 6years old and all working fine even before I enrolled with the Choice home warranty. The technician came for the first time we pay him $45 dollar and he said in his report that there is a link and for him to come back aagain and detected the link is going to cost us $275.

We contacted the Choice HOME for guidance and they we have to pay the money first and we asked if we paid and who is going to pay to fixed the problem?. They said just pay $275 and which we did.

The technician outcome was the link was unrepairable and that the link was resent link.Desired Settlement: Exchange or refund

Business

Response:

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

Upon review of your policy that started on 5/25/14 you entered a claim the same day for your Air Conditioning unit. We did send out a Service Provider to your home, [redacted] Heating and Cooling and they diagnosed your unit as having a leak in the coil. Being that your policy started the same day that you placed your claim, CHW could not authorize this claim because this could not have happened within the day that your policy started. CHW states in their policy that any unit coming into the policy has to be in working order to be covered. Please see Section A. COVERAGE 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.

We are very sorry for the inconvenience that this has caused you. We do however follow our policy and unfortunately this was a non covered item.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:According to the technician that came to verify the AC UNIT, He said and I quote"This is a working unit and this kind of thing can happen any time". We have two working AC UNIT at the house and both were working when we call for service.The issue here was that the Unit were working well and all we wanted was a normal regular check up.

Business

Response:

CHW does not provide any maintenance for the customer. That is your sole responsibility to maintain your unit. Please see our policy that is on our website at www.choicehomewarranty.com/user agreement and you will see in Section F. number 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 for any frustration that this has caused you. We appreciate the feedback as it gives us an opportunity to improve our services.

Best regards,

CHW

Review: I have been trying to get my air conditioning system repaired for about a month now. The first technician came out ($45) and only put in some freon without looking to see what might actually be wrong, this of course didn't fix it. The second repair person came out (another $45) and said it had a leak and leak testing was not covered (add $250) which I had to pay for out of pocket. He then said a part would need replaced which Is not a covered part. After back and forth with Choice they agreed to pay $500 of the $715 cost (that's another $215 for me). The technician came out and said he replaced the part and charged me an aditional $35 for another part which "needed" replaced and would not be covered. The system still would not cool and repeated calls to the technician were never answered or returned. Choice then said they would send a third technician out to finally make the proper repairs. This person discovered that the replacement part was never replaced and instead silicone was put onto and into the part in an attempt to "fix" it and pocket the money. He was then going to order the part at no charge to me as it was under the manufacturers warranty (system installed new in 2009) and be back to make the repair. He has now not been returning calls and missed the install appointment.

If your keeping track 3 repair companies, one month of my time with non working AC, and $600 in aditional out of pocket expenses on top of the $2,500 policy.Desired Settlement: I would like this repaired as soon as humanly possible or if that just seems out of reach as we have had 3 vendors now a full refund of policy and payments to bum contractors.

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 [redacted] . We regret your frustration with the outcome in regards to claim #[redacted], for your air conditioning system. Our records indicate that the service provider assigned made repairs to your system and it is now working. We have added a free service fee to your policy for the frustration you experienced with this claim. Please close this complaint as resoslved. 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: 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: I purchased a policy with Choice Home Warranty effective November 7, 2014. In December 13, my heating system stopped working. I filed the claim the same day and and it was determined that the blower motor had failed. Choice said that they will not cover it because "the blower motor is something that goes bad over time so it is considered a pre-existing condition." They use the term pre-existing condition incorrectly to get out of covering anything. A pre-existing condition is something that has had problems in the past. For example a leak in the frion line that someone has tried to fix before. They claim that they won't cover because the policy was so new, even though I was already past the first 30 days where nothing is covered. When I talked to the technician that they sent out, he said that he was not surprised that Choice won't cover it, and the lady who manages the calls said that they have a low claim approval rate. She said that out of the 3 companies they do business with, they would rank them the worst.Desired Settlement: I want a refund of the two months of insurance that I have already paid.

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 [redacted] We regret your frustration with this situation. Per your request CHW has agreed to reimburse you the last 2 months of service in the amount of $79.66. The amount will be refunded onto the credit card used for purchase. Please allow 30 business days for processing.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: In the year that I've had Choice Home warranty I've had several issues. I contacted them to provide service to my home for my roof. I paid a $45 service charge to the roofer and was told they do not cover flat roofs....I called Choice and was refunded the premiums I paid towards the roof but not the $45 fee which had I known flat roofs were not covered I would not added the service to the contract.

I called them to come out for a leak for my water heater. I paid another $45 fee for the technician to tell me there was no problem...2 months later my water heater completely goes up. The Customer service representative tells me that I can have it fixed and I can be reimbursed since its the weekend and my family was without heat or hot water. I had it fixed for a total of $650. I submitted the bill and they called back saying it wasn't covered. This is a lie..... I specifically asked the licensed technician would it be covered per the guidelines of my agreement because I was concerned. He informed me its a component of the water heater and it would be covered. Choice Home warranty is a scam. They have received more in premiums than they are willing to pay out for service. Due to their lack of service I am out $1210.88 for a non service I was provided.Desired Settlement: Ideally I would like to be returned the entire 1210.88 which includes my monthly premiums, repair of water heater and two service fees that I've paid.

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 roof. Upon diagnosis the service provider stated that your property has a flat roof. Per CHW policy, flat roofs are not covered under the warranty.Please see below sections:6. LIMITED ROOF LEAK (Single Family Homes Only)EXCLUDED: Porches - Patios – Cracked and/or missing material - Foam roofs - Tar and gravel or metal roof - Cemwood shakes - Masonite shingles - Flat or built-up roof - Structural leaks adjacent to or caused by appendages of any kind – Downspouts Flashing – Gutters – Skylights – Decks - Patio covers - Solar equipment - Roof jacks – Antennae - Satellite components – Chimneys – Partial roof replacement - Preventative maintenance.NOTE: If roof must be partially or completely replaced to effect repair, this coverage does not apply.You also placed a claim #[redacted], for your water heater. Upon receipt of your invoice from the service provider you used, it stated that your unit burst and was leaking from the tank. Unfortunately, per CHW policy, the main storage or holding tank is not covered.Please see below:6. WATER HEATER (Gas and/or Electric)EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Essentially what you have listed in regards to the water heater excludes every repairable component of the water heater itself and therein lies the scam. You are well aware that a homeowner would not have the in depth knowledge of all the systems, parts and components of such an appliance and yet you take advantage and exploit that. Had I researched your company prior to purchasing I would have realized that you have several complaints. This level of service and the non service you provide while stealing money from homeowners is unacceptable. In order to resolve this matter I require that I am refunded for the premiums I paid to your company while I subscribed to your service.

Regards,

Business

Response:

We apologize for the frustration you have experience with this claim. The information that was provided to CHW from the invoice you sent in stated that your unit’s tank burst causing the unit to leak. Per CHW policy, the tank is excluded from coverage. Like all warranty companies CHW policy has exclusions to our coverage. All excursions are clearly stated in our policy. 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: My furnace stopped working on 12/31/2014.. Choice Home Warranty sent a repairman to look at furnace. He then diagnost the the induction fan motor had to be replaced. Because it was during holidays parts were not available until 1/1/2015. They came and installed the fan motor. A few hours later, the furnace quit again. I called the repairman and he came the next day. It was -1 outside during all of this. The repairman then diagnost that the secondary heat exchanger is clogged and the primary heat exchanger has a crack. He showed me with a flash light. The next day CHW cantacted me to tell me that they would not cover it because of the clogged secondary heat exchanger with no menion of the crack in the primary heat exchanger. I then mentioned of the crack and the rep. from CHW said that ther is no mention in his report about that and that I should call the repairman to call them back. I called the repairman and he then called CHW back. I then recieved a call from the repairman and in his words told them that there was a crack in the primary heat exchanger. CHW asked him what location was the crack and he answered in the face of the heat exchanger. CHW responded that they dont cover it if it was cracked in the face. So the repairman then asked: where in the contrcact does it say that?? CHW said that he would get back with him. They never did. I had to put in a new furnace out of pocket because the house was very cold by this time and I still did not hear from CHW. I called them yesterday and went through the whole story and they said they would call me back and as of yet none has called. I want to mention that last May my a/c compressor shorted and CHW told me that they would not cover it because it was due to an electrical problem. I dont think they cover anything. Please help me. This company should not be in business and iI would like to recover my money if I can.Desired Settlement: I paid 1,950.00 for my furnace and I want to be repaid.

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’s exchanger is clogged due to rust and debris. Unfortunately, CHW policy does not cover failures that are due to lack of maintenance and/or failures that are due to rust and corrosion. Please see section below: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.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.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Iwas told that the furnace would be replaced if it had a cracked heat exchanger which it ended up being and now they are saying that they won't pay for it.

.

Regards,

Business

Response:

We apologize for any inconvenience this claim has caused you. We understand that your unit’s heat exchanger is cracked. However, per the service provider’s information the exchanger cracked due to being clogged with rust and debris. Unfortunately, because the failure is due to the rust and debris is not covered under CHW policy. Per CHW policy, failures that are due to lack of maintenance and/or failures that are due to rust and corrosion are not covered.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW