Choice Home Warranty

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

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

Review: I brought this plan earlier this year and this is the first time that I have filed a claim against it. I called on 5/11/15 and informed the claims specialist that my A/C was not working. However, in between the time of the service call our A/C started back working. We still allowed the service provider to come out to just check the system to see if there was any problems. When they came out they said that we needed freon and was calling in to add an additional 2lb (he said he had to ask in increments of lbs) but our system had over 4lbs still in the system. He went out to put the freon in the system and he informed us that the condenser was going in and out. He called into the home warranty company to tell his findings. When we called in we were told that our unit was not covered because it is not something that happens normally. It is the belief of [redacted] (Employee#: [redacted]) that these condensers should never break down. He informed me that a condenser should not break down unless something happens outside of it. This is not something that is checked nor serviced during a service call. The technicians just ensure that the condenser is still running and that is it. This I find hard to believe since anything man made is fallible so they will eventually fail in time. I am filing with the Revdex.com because I feel this is a scam that is going on. On their site you said regardless of the age of the equipment it is covered however they will not cover things that are used 24 hours a day. If these item break their first response is to find a way to say that it is not normal wear and tear. They are preying on homeowners with the promise of having one less thing to worry about but when something happens the find a way to not cover the home owner.Desired Settlement: I would like them to cover the cost of me getting my unit repaired.

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 see that you placed a claim with us on 5/10/15 for your Air Conditioning unit and the diagnosis came back to us stating that the unit had failed due to the compressor being locked. There was a restriction in the compressor that made it fail and short to ground. The system running low on Freon will cause the compressor to fail,, after the tech added the Freon the compressor locked up and would not pump. The unit was shorted to the ground, this explained to us that the unit was not properly maintained and it did not come into the policy in proper working order. This was not a normal wear and tear failure. Per our policy, all units must come into the contract with all systems in good working order. You are given 30 days to do any proper repairs that are needed and to ensure that all systems are running properly. Per the technician, it can take years for this to happen and without the proper maintenance, your unit would fail. CHW again requires that all units come into the policy with all units in proper working order, known or unknown issue will not be covered. In this instance, your policy being 2 months old, we can clearly say that this could not have happened in 2 months. 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 do apologize for any frustration that this claim has caused you. We do understand that systems fail and we do cover units that fail due to normal wear and tear. If maintenance was preformed routinely on this unit, the last technician that serviced it would have known that the unit needed maintenance. CHW does not provide that type of service. CHW does expect the home owner to have a licensed technician to the home on a bases that the manufacture specifies to do proper maintenance. If you are in an area that is normally hot, by a beach or are constantly using this unit; it is suggested to have the maintenance more often. This is not a service that we provide. Please see Section F. LIMITATIONS OF LIABILITY4. 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.Please be advised that in order for this unit to ever be covered again by CHW, we would need to have proof of the repair. You can email the invoice showing that the work was completed to [email protected] regards,CHW

Consumer

Response:

I am rejecting this response because:

The company that do service my A/C unit twice a year came out and found that it was not in fact my compressor. It was noted that the tech that came out did not place any freon in my unit and that there was an exposed wire that was replaced (which according to them) is not unusual as the units are constantly running and wires find themselves freed. My System was misdiagnosed by the company that CHW hired therefore they chose not to pay for the service. I also had to pay my A/C company another $65 to correctly identify the problem. They knew there was nothing wrong with my unit because as I stated earlier they service both of my units twice a year. I have never had a freon leak nor have I had any major problems with my unit. My unit is working perfectly fine now and the tech they sent claimed I needed a completely new unit.

Business

Response:

:Thank you for your update and I have placed a complaint with our Territory Managers in regards to this technician. I do appreciate you advising us of this technicians miss-diagnosis as we will investigate all of this technicians claims.For your inconvenience, I have placed a onetime free service call fee on your policy for any future claims that you might have.Thank you again for your feedback, our customers are our eyes and ears with our technicians.Best regards,CHW

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.

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.

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

Review: This is a company that provides repair warrantee for homes. It has a reputation to deny most claims. In the past it has been a hit or miss whether they covered something as it was some so specific and low cost that I did not bother to push it. However, there is nothing in the advertising or contract that indicates old homes are not covered or that equipment needs to be new when you start the warranty. The furnace in the house has cracked. It is probably over 20 yeas old and because it show rust on the outside, they not covered as I cannot evidence the difference between outside corrosion or rust. They also do not state that the units have to be rust or corrosion free when the warrantee is purchased. I have been paying the monthly payment for over a year and when I have to use the service it now does meet the criteria for coverage because it is old.Desired Settlement: The unit either has to be repaired or replaced as it is cracked. Otherwise they should required evidence of age before approving the warrantee. The intend is not to covered and put the client through a process of payment that will never deliver service.

Business

Response:

Dear [redacted]:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php. Upon review of your claim for your heating system, we do see that the claim was not covered per our policy for the fact that we do not cover valves as stated in Section D. #5 under the excluded portion of the policy.We do see that you had a second opinion come to provide us with a diagnosis and the outcome was the same. He stated that the gas valve was bad; heat exchanger was cracked due to rust and corrosion. Per our policy Section F. Limitations of Liability #1 states that CHW will not cover failures due to rust or corrosion.We also state in our policy that all units do not have to be new but they do have to be in proper working order on the start date of the policy. All units have to be properly maintained and in good working order once this policy begins. If a unit has failed due to normal wear and tear but the policy has not been open with us for that certain amount of time that the failure could take place, this would not constitute as a covered claim.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: I had pre-paid for 1.5 yrs of premium buying home warranty coverage for various home appliances, with Choice Home Warranty. Since the time, they have refused to cover various items under some pretext or the other e.g. item's maintenance is not proper etc. When I ask for refund they say that you've run past the amount you'd paid and that no amount is refundable.

I had bought the coverage for peace of mind, but now for everything they refer me to the fine-print. I would like this company black listed for wrongful practices. They promise their customers the best at the time of signing up, but leave them high and try when it comes to the time of actual service. I live in [redacted]s and on multiple incidents they have refused to fix the unit, forcing me to incur the entire repair/replacement cost.

I would like for you to take action so they may not dupe more innocent customers.Desired Settlement: They should live up to their promise and not make flimsy excuses to refuse coverage, especially for items that may be costly to repair.

They should either take care of the reported incident to its entirety. If they cannot fix the issue, they should refund my premium that has been paid in advance.

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, CHW has paid 750.00 in claims for your home. Per our policy Section L. if you chose to cancel the policy pre-maturely, you will be charged a cancellation fee and you would have to pay back what CHW has paid out on your claims. Please See Section L. This 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. Upon review of your claim for your Air Conditioning System, the failure was due to rust or corrosion. CHW does not cover any failures due to this. Please see section F. Limitations of Liability #1 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. Lastly, CHW posts our policy online for anyone to see, you had received a policy directly after purchase via email and hard copy, you are always able to log on to your account to view it as well and you had 30 days before your policy began to review it. If you were not happy with the policy at that time, you were more than welcome to cancel with a full refund. We do apologize that you are unhappy with the claim that has been not covered by our policy; CHW is in full compliance with our terms of our agreement with you. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Best regards, CHW

Consumer

Response:

The reason provided for non-coverage of the item i.e. rust/corrosion is unacceptable. One does not buy Home Warranty coverage on brand new appliances; they are covered under manufacturer's warranty anyways. One buys it for the peace of mind, on relatively older units. Rust/Corrosion is therefore part and parcel of any unit that is old and has been running for some time. Simply by stating that the appliance is old and was damaged due to rust and corrosion, the company can walk away from covering pretty much any/all repair requests. There seems to be a pattern - if the repair costs are above a certain threshold, loopholes and fine-prints are sighted to deny coverage.I would like to make the complaint public so people are not duped into buying coverage from Choice. My experience should at least help other innocent customers who should know what they are getting into.

Review: I purchased a home warranty policy and 6 month later my heat pump stopped working. I called Choice warranty and they sent a technician out. the technician said the problem was a leak in the coil. He stated that in his experience Choice would find a way to not cover the repair because I had not had the policy that long, but he would submit the paperwork. Choice denied the claim, due to poor maintenance said there was rust on the coils. the coils are in the attic inside the system...I have no idea if they are rusted or not...Desired Settlement: either fix my heater or refund my policy cost and cancel it

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 account it appears that we have processed and approved the following claims:• 2/16/15, [redacted], Dryer, $93.75• 9/29/14, [redacted], Air Conditioning system, $189.00• 09/05/14, [redacted], Air Conditioning system, $85.00We regret your frustration with the outcome in regard to claim # 53178160, for your Heating System that was placed on 2/14/15. Upon diagnosis, the Service Provider stated that, the evaporator coil is rusted causing a Freon leak. 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. Please see below sectionsF. 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 regardsCHW

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 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,

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!

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: I had a Home Warranty. When my Air Conditioner went out , they would not pay. They said they could tell from a picture taken by the repairman that the air conditioner was dirty and had not been maintenance.

I had not used the policy since I purchased it. I ask for my money back since they would not honor their agreement. A Supervisor named Sue , who was extremely rude, said it would be pro-rated and I would not get the full amt. back. I asked her why and she said that's just the way it works. It works that way for the company , certainly not the consumer., I paid $450.00 for the policy, hoping I would never have to use. I was told I would get back a little over $200.00. I have had the policy since July. 3 months.Desired Settlement: This business has an obligation to tell you up front, that unless you can produced years of maintenance records for a particular item that they will not pay. They also have an obligation to fulfill their contract. I talked with a sales rep. on the phone and he did not once say , If anything happens you will have to produce maintenance records from years passed. They know most people do not keep their paperwork and frequently change companies due to some going out of business, which has happen to me twice. I did produce records they past two times it had been serviced, but it did not have the word maintenance on it, it was not acceptable. I would also like to have people identified. The ;manager I talked to would not give me her last name. She said they did not do that even thought they had my info. She also said the owners did not talk to customers. Who ever heard of that?????????? What kind of owner is that.

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 had with us, we did review your claim and we did see that the Air Conditioning claim was not approved per the policy’s guidelines that all units must be maintained by the manufacture specifications. This would include routine maintenance. Please see Section F. Limitations of Liability #12. We did receive the records that you provided us and these are not maintenance records but records of repairs. CHW requires all units to have routine maintenance.Also, per the policy the refund is based upon how many months you have had the policy and used it. CHW provides you with a pro-rated refund minus an administrative fee of $50. We do apologize that Sue did not clearly explain the cancellations process to you.Please see the sections quoted below.Section F. Limitations of Liability 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.L. CancellationsThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.We urge all customers to read our policy and contact us with any questions.Respectfully,CHW

Consumer

Response:

I am rejecting this response because: I feel they have put enough loop holes in their tiny print that it would be impossible to live up too. Had they told me from the first phone call that they would not pay for it , maybe I could accept it. However, they led me to believe they would pay for it. I was thrilled when I got the policy. I thougnt I was covered. I would like everyone to know that it is a scam. They have put enough loop holes in the policy to get out of paying for anything the normal household has. It was not my air conditioner after all. I had someone from Home Depot check and it was my furnace. Now I will send them the bill for that. I know it would be denied because you have to use their contractors. Isn't that right????

Business

Response:

We did receive your invoice but your policy has been cancelled. We cannot honor a claim if the policy is not open. If we were to cover the claim and you were to cancel, your refund would reflect that due to the fact that you would break your contract with us and therefore pay back what CHW has paid out. Please review our policy Section L. Cancellations.We do regret your frustration with this claim but there would be nothing that we could do if you are no longer our customer.Regards,CHW

Review: http://www.choicehomewarranty.com/claims_center.phpBetween 810 and 840am.CHW home appliance policy assured me a $200 replacement check for my microwave two weeks prior to this date and that it would be issued within 30 days. Today, I decided that it was not worth paying $44 a month for 3 years to receive $200 for a wall microwave and have to also pay for installation so I called to cancel and the Manager Stephen, told me if I cancel I won't get my check. $200 is a lot of money, if you cancel, you're gonna lose the money, that's just the way the policy goes. I told her she was threatening me. That if I don't continue to pay them, I won't get my replacement check. She told me she wasn't threatening me but I won't get my check - do you still want to cancel and I said yes, Stephenie said your lost. I told her you are threatening me again. Her whatever, you will be refunded yesterdays payment and a e-mail will follow.I can't find any address for these people only the above website. Now they want me to continue to pay my prem. until they send me a replacement. I am afraid that they won't pay the vendors and the bills will come to me. I feel threatened into continuous payment for this policy until they get whatever monies they put out. This was my second request for service on the same date within 3 years.Desired Settlement: I was promised a $200 replacement check, that is what I want without having to remain in this policy. This $200 check was settled before I decided to terminate my policy paying $44 monthly.If I have to continue to pay $44 a month and buy a new microwave with my own money and pay for installation of a new microwave, I then believe this company is charging me for doing my own work / replacement. This is why I have decided to leave this company. What are they replacing, and taking back $200.

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, I do see the claim that you have placed on 05/12/15 for your microwave unit. I do see that the technician stated that there are parts that were needed to have the unit fixed but these parts are no longer available. Per our policy, CHW has the right to offer you funds in lieu of repair. Please see Section F. LIMITATIONS OF LIABILITY16. 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.Since the parts are no longer available, CHW did offer you $66 towards the parts of the unit and then we increased it to $200.00. You did accept the offer but then stated that you wanted to cancel your policy. Per our policy, if you are a monthly customer and have not paid upfront for your policy, there would not be a refund. Per our policy, Section L. Cancellations (below)- CHW states that you agree that if a policy is cancelled you would be given a pro-rated refund of the money that you paid for that contract term. Also, a fee of $50 would be charged to you to terminate the policy prematurely. Since you chose to cancel the policy, CHW is not responsible to pay you for this claim. We are not charging you the administrative fee and are not charging you for the $324.00 of claims that we have paid out for you In the past.Please See Section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.Also, since you have cancelled, CHW would not be able to refund any amount because the policy itself has been cancelled. We do apologize for your frustration with this claim; CHW is in compliance with our policy. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because: This is exactly what I said. This company did not fix or send me any check for a new microwave which was agreed upon. After I figured out the cost to have this company comply with the contract, I would have to continue to pay $44 per month, which I had paid for this month; wait 30 t 60 days to get a $200 check for a over the counter microwave which I would have to also pay someone to put it back on the wall. When I totaled the cost of me getting this $200, it would cost me more to stay in CHW and still get nothing fixed or replaced. I would be replacing all the service myself and paying them for my own service.This is the way this company has this service. I ask to cancel my service by phone because there is no address to write to. How can you get out in writing if there is no address? When I called to ask how to get out, Stephenie threatened me with my not receiving the check for the $200. She stated that if you cancel, you will not get your check, yet I would not get a check within 30 to 90 days anyway but still paying the $44 monthly fee. I had paid the repair man $45 per his visit where he took the microwave out of the wall, left it on the chair in my kitchen and I have to pay someone to take it out or when I purchase another microwave, pay $15 for the next company to take it out. If this company did not know of any replacement part, why did they offer me $66 then change it to $200 as per our agreement which did not include remaining in this company!!!

Business

Response:

Being that you had been with CHW for such a long time, we felt as though we could help you with your claim by offering you a goodwill gesture. Per our policy, we do not cover OVER THE COUNTER MICROWAVES. Please see Section D COVERAGE- WE ONLY COVER BUILT IN.9. BUILT-IN MICROWAVEINCLUDED: All components and parts, except:EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.Again, if you are to cancel your policy with CHW prematurely you would have to pay back the funds that we had paid out for any claim. Since you are a monthly customer, you chose to cancel the same applies. We are not paying a goodwill gesture on a claim that is not covered and that is cancelled.Our checks take 30 business days to generate in our system. This is how our systems work and once a policy is cancelled the system will not generate that check. I did listen to the phone conversation with you and Stephanie and I do apologize if you took her wording as a threat, she was trying to advise you that if you do cancel then the goodwill gesture that was offered to you would no longer be. I have spoken to her about her tone and explained that it came off as offensive.Unfortunately , since your policy is cancelled I would not be able to process a check for a non-covered claim. Regards,CHW

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.

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! .

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: 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

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