Choice Home Warranty

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: 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: 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]

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

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.

Review: I was contacted by Choice Home Warranty on several times a day trying to get me to purchase a home protection plan, eventually I decided to review their website thus contacting Choice. The representation I initially spoke with was very rude, nasty and obnoxious. I requested a supervisor, who apologized for the reps attitude, the supervisor proceeded to assist me with the home protection plan, he stated for every property I had I would get 1 month free, I placed both of my properties under warranty whereas $70 was debited from my checking acct., I was told that my service would began in 30 days. I called Choice on yesterday to file a claim and was told that my payment was due and I could not get service until it was paid, I explained that I was told that 30 days would be waived for each addtl property I add, the rep then transferred me to a supervisor who stated that she would go ahead and honor what was told to me initially, she placed me on hold, another rep came on line, I explain the above info to him, he became very, very obnoxious, rude and unprofessional...continually being nasty, I ask to speak to someone else but he refused, and refused to honor the warranty as agreed, he stated he would listen to the recording of my initial call, I encouraged him to do so, explaining then he would know that I was being truthful, he then continue to say over and over, what if you're wrong, over and over...I finally requested a refund of my initial payment. After reviewing the Revdex.com complaint for Choice, I see that Choice has over 1200 complaints in a 12 month period, primarily false advertising issues. Their website states the same guarantee. I was told that my payment would be adjusted to $37.50 per property as well.Desired Settlement: That the initial warranty benefits and adjustments will be honored.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We do apologize if there was anyone in our company that was rude to you in any way. I will report this information to the VP of Operations and have the calls that were in the system listened to and the person or persons that were rude will be reprimanded.I do see that you were provided a credit to both of your policies and they are both cancelled. An email did go out to your email on 9/21/15 advising you that your policies were no longer in effect.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: The response did not address the portion of my complaint which actually triggered the Choice Home Warranty representative to become extra rude and obnoxious, and this was stated in my complaint whereas I stated that I was given false information when I signed up for the warranty. My complaint issues included the fact I was told that I would get 1 month free if I add an additional property, I then added my rental property, I was then told by adding this property I would be charged $37.50 per month per property and I would get 1 month free. I was told that I had to wait 30 days from the date I signed up for my warranty before I could file a claim, which was no problem. It DOES NOT matter whether I received my money back or not, I signed up for this warranty based on the information that was given to me and expected Choice to honored what was told and explained to me originally vs a refund. That is the bottom line, according to Revdex.com website, Choice has had over 1200 complains within the last 12 months, basically the same as my complaint. When I spoke with Markis (Choice Rep who stated that he was a supervisor) I told him about the complaint I found on the Revdex.com website, he stated that Revdex.com website and that I was going to file a complaint, he stated that it did not matter because Revdex.com has does not list their company and that Choice ratings are under some type of Consumers website...

Business

Response:

,Reviewing your policy, you did receive an extra month free. You purchased your policy on 08/11/15 and the Contract Term would have begun on 09/11/15 it should have ended one year later on 09/11/16. If you were to receive a free month, we would provide it at the end of the coverage therefore your extra month for one policy would have ended on 10/11/16. Due to the fact that you cancelled and did receive a refund of the policy, we are not able to provide any type of coverage for your homes.Thank you,CHW

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: Our home purchase closed on 9/15/15. We Selected Choice Home Warranty (CHW). CHW denied coverage for our malfunctioning microwave and dishwasher. Our title company mailed our warranty premium to a previously valid CHW address only to have the check returned as undeliverable. It was re-mailed to another address and received two weeks later than it would have been received if the first address were valid. CHW initially claimed no responsibility for the delay in receipt of the premium & ultimately agreed to back date the policy effective date to 30 days from the initial premium mailing date & agreed, pursuant to policy terms to have the appliances inspected. Both appliances were not repairable & the dishwasher claim was settled on October 22, 2015 for an agreed $180 payment to us. On 11/18, I wrote to CHW because the money had not arrived. On 11/19, CHW wrote me advising me to wait 30 days from the settlement date of 10/22. On 11/25, not having received payment, I wrote CHW stating that 30 days had elapsed & no money had been received. On 11/27/15, CHW wrote me with the excuse that the holiday slowed payment and I should receive payment next week. “Next week” ended December 4. No money had arrived. On 12/8 CHW’s representative wrote to me an invited me to call CHW. I did call and after being first disconnected, spoke with 3 representatives, all denying me any relief. On 12/8 I was told that the check was not mailed until 11/18/15. I was and have been offered no proof of mailing, however. The last representative suggested that I get my money from the USPS because this was somehow USPS's fault. In addition, I was given the option of having the check re-issued for a $30.00 fee. I declined. A 12/21 email to me from CHW reiterated the refusal to “issue a replacement check” for 90 days (90 days from when, not defined). More than 90 days has passed from 10/22 and no check has arrived. I do not believe CHW has any intention to pay.Desired Settlement: Complaint Re: Choice Home Warranty, Policy Number [redacted]

Pay me $180.00 as agreed for settlement of a defective dishwasher covered by home warranty.

Business

Response:

Dear Mr. [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 do see that the check you were issued was mailed out to you and we were not able to reissue another check until 90 days had passed or if you wanted to pay the $30 to stop the payment.CHW has waited the 90 days and we have reissued you the check as of 2/4/15 and you will be receiving it within 30 days.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW .

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: 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

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.

Review: I bought Choice Home Warranty in good faith that if anything would happen to any of covered items that they would be repaired or replaced. I understood that all defects or damages that would be repaired or replaced would be, if anything happened during the time of contract not before. Contract term 4/18/2013-6/18/2014. My ac unit stopped cooling. I looked at it and saw ice on the pipes got scared ( didn't want a fire or any disaster.)Friend stated I should turn cooling system off and just run fan because that would defrost pipes. In the meantime I called choice home warranty and they in turn sent an ac tech the next day which was 7/3/12. the tech explained to me that there was a leak in the coil ,a small one. that is why I was loosing Freon and in turn the pipes freeze and everything stops working as it should. The tech in turn called choice and they refused to pay or replace coil and that is because when I was talking to the tech I mentioned when I first moved into my home a house inspection was done and all things passed 4/2012. I was concerned about the ac unit being old. I had American buyer home warranty which came with the house. I didn't think the ac/heating unit was running efficiently so American buyer plan sent someone to check it. that person said all was well with the unit. it was old but run it until it dies., and he stated he added a little bit of Freon to the unit. I thought ok. all is good. Because of this Choice warranty people are saying I had a leak in coil before my contract with them. Mind you it was working ok then, but not at this time. I have just learned that it is a closed system and if Freon is added that there must be a leak someplace, which was never mentioned to me. Then in turn how can they say the coil was bad and the leak was there prior when in all reality it could have been a leak somewhere other than the coil even valve. I would have had it fixed at that time by American buyers warranty.Desired Settlement: I would like choice to fix or replace ac coil.

Business

Response:

The details of your situation are not representative of the normal CHW customer

experience and we sincerely regret your frustration and discomfort.

We are committed to providing a positive customer experience and doing the

right thing for all our customers, contractors and employees. We take customer

feedback very seriously. Among other things, it’s an important component in how

we rate our contractors.

Choice Home Warranty provides home warranty service coverage on the systems and

appliances listed as “included” under the terms of the User Agreement. It

is important to read and understand the coverage and terms offered by CHW.

Your air conditioning claim was denied because the freon leak you had was pre-existing to the CHW policy start date.

Since you needed freon put into your system before you purchased a CHW plan it is eveident the problem was there from beforehand.

Our technician also confirmed the leak was in the coil due to extreme rust, which is not a covered event.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There is not an excess of rust on the coil. The tech that was here said that it was very clean. Yes, I did state that Freon was placed in the system but not due to a leak in the coil which should be covered under policy. It sounds like they are grabbing at straws. I stood by the techs. side as he was problem shooting.

Business

Response:

Our vendor has confirmed your coil was leaking Freon, he also confirmed rust caused the leak.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There is no rust on ac coil. I was so upset I called the vender and had him read me report which there is no mention of rust at all. I also asked if rust was ever mentioned and the answer was no. Again I say they are grabbing at straws, being untruthful. anyone can come to my home at any time and take a look and see. there is no rust. shame on them.

Business

Response:

,

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

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

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

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

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

We regret your frustration with the outcome in regard to claim # [redacted] for your Air Conditioner. However, upon review this is a

non-covered item as described in Section F. 1 of the Terms of Service 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.

This information was communicated to you on 7/03/2013, at which time we advised you that the on-site technician reported back to Choice

Home Warranty that there were major components that were rusted and the unit was leaking Freon. Additionally, Freon needed

to be added prior to the inception of your policy, indicating a leak was there previously; this was confirmed by our technician upon inspection.

We would like to extend a free Service Call Fee for your next claim; this is a $45 value.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble

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

Sincerely,

Choice Home Warranty

>W??S?"

Consumer

Response:

Review: [redacted]

I am rejecting this response because:As I stated before I called the air conditioning co. that the tech worked for and asked them to read me the report over the phone. There was no mention of rust. I can give you the phone number and you may investigate yourself. I know rust couldnt have been mentioned because I was standing by the techs side all the time he was inspecting the unit. All he did was place a wand type device into the unit and said there was a leak somewhere in the coil which was not visible to either of us. Also as I mentioned before, people that buy home warranties are either young married couples or older retired people in hopes that it will help them with home repair costs that would be a hardship. If all else fails maybe I can save one person from falling into this trap.

Regards,

Kathryn Mallaber

Business

Response:

While we understand your disappointment with respect to the outcome of your claim, the circumstances surrounding the component failure

indicate that the root cause of the issue did not occur within the effective policy dates, effectively making it a pre-existing condition. The need for a

refrigerant recharge prior to your policy effective date indicates a problem existed previously.

We certainly empathize with your situation; however, based on the information submitted to Choice Home Warranty the claim decision stands,

as we have acted in accordance with the Service Agreement parameters, as highlighted in previous correspondence. Please keep in mind that all claims

decisions are based on objective diagnostic information; thus each claim is handled on a case-by-case basis.

Sincerely,

Choice Home Warranty

ranceCAx3;?

Review: Choice Warranty,

Regarding: Claim# [redacted]

The above claim was denied per your representative. Your assessment of the cause of damage was water/rust. I am not sure how your service men concluded that the cause of the damage was rust because they could not see the source of the leak from the front of the coil. I see where your service man pulled off the front of the coil to make an assessment and concluded there was a leak (pictures #2). I recently had another assessment, the service man could not find the source of leak until he pulled the coil completely out of the overall unit. The source of the leak was around the coil itself (picture #1) which there was no rust. In summary, the leak was not caused by rust and your service man did not do a good job assessing the source of the leak. Based on the contractual agreement you should have paid for the cost of repairs. I have attached some pictures taken with the coil out of the unit. #2 is the front of the coil where your guys opened and concluded there was a leak. There are additional pictures where the front slide is opened. #1 is the source of the leak. I think you need you need to reassess my damages and cover the expenses I have incurred to repair. I feel that you have not lived up to your contract and will take the necessary steps required for you to cover my repair expenses. Finally, your service men did not do a good job assessing the source of the leak since the leak was not in the area they checked (label#2). I would appreciate your timely response to this matter.

Pictures of A/C damaged parts can be supplied (In summary picture #2 is where Choice Repair man looked and concluded the source of the leak. Picture #1 shows the actual leak which could not be seen form Picture #2)Desired Settlement: I want Choice to honor thier contract to repair my A/C which was $2300

Business

Response:

Dear [redacted],

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

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

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

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

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

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

11/05/2012, Claim # [redacted], Oven/Stove/Cooktop, $500

11/05/2012, Claim # [redacted], Garage Door Opener, $274.00

We regret your frustration with the outcome in regard to claim # [redacted] for the air conditioning not cooling properly. However, upon review this

is a non-covered item as described in Section F. 1. 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.

This information was communicated to you on 8/16/2013, at which time we offered to waive the Service Charge Fee on your next service call,

as well as one (1) free month of service.

A second technician was dispatched to provide an objective second opinion at your request. While we understand your frustration with the final

claim status, our decision was based on information provided by the two (2) separate technicians who both confirmed that the freon leak occurring

in your unit originated from the same location and was due to rusted and corroded U-bends in the evaporator coil.

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

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

Sincerely,

Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am not sure what is the significant of previous claims

paid, my concern is my recent claim where CHW rejected without having proper

damage and root caused done. The A/C repair companies CHW hired did a poor job

at finding the leak. As stated in the

complaint and pictures I posted on CHW site, the A/C repair men, could not have

seen the source of the leak from the front of the A/C. Additionally, there was

no rust in the area of the leak. The A/C

Repair companies falsified the source and cause of the leak. CHW used the “rust” clause to avoid paying

for the repairs. In summary, CHW did not have proper information to make a

conclusion on the source and cause of the leak.

Since the leak was not caused by rust, CHW should have covered the

expenses. In summary, I could accept CHW

position on this claim if CHW had made the decision based on factual data and

cause of the leak, which CHW did not.

Regards,

Business

Response:

Dear [redacted],

Choice Home Warranty certainly understands your disappointment with respect to the claim disposition; however, based on the objective

diagnostic information we were provided, our decision stands. Choice Home Warranty honored your request to seek a second opinion, and

covered the cost for the secondary diagnosis.

We apologize for any inconvenience caused by this matter.

Sincerely,

Choice Home Warranty

Review: Broken air conditioning covered by Choice contract. We followed all their procedures (their tech came to diagnose problem, required leak test which we performed and paid for), sent pictures of interior and exterior of unit. They denied claim without looking at pictures (we sent 4 times), have refused to let us speak to supervisor or manager; have not responded to repeated emails or phone calls to discuss claim. We have encouraged them to send their own contractor to look at the unit: again no response. We have been without A/C for almost 2 months: no response from Choice other than to deny claim.Desired Settlement: As Choice has not responded to our repeated request to send out their own contractor/technician, we have received estimates from 3 reputable local contractors to replace A/C system. We have chosen low bid. We expect Choice to pay for replacement per contract.

Business

Response:

We do apologize if anyone at this company was rude to you in any way, I personally did not speak to you myself. I do see that on 7/20/15, [redacted] gave us a diagnosis that the unit was out of Freon and it has leaked out due to rust or corrosion on the system. Also, due to the unit being out of Freon the compressor had failed. Although you may have had someone come to your home and check the unit, they should have noticed that the Freon levels were very low to the point that the compressor could fail.Upon review of your claim you stated that you did not speak to a supervisor or a manger and we do show that you had spoken to both. You had spoken to Kyle who assisted you with explaining that we do not cover any failures due to a lack of proper maintenance and Ike who is also a manager of our authorization department who also advised you of the corrosion that was on your unit. The claims outcome was not solely based upon pictures but from the technician’s diagnoses.Per our policy, Section F. Limitations of Liability #1 states that CHW doesn’t cover failures that are due to rust or corrosion and Section F #12 states that we do not cover units that have failed due to a lack of proper maintenance.We will not be covering this claim as we had explained to you over the phone and in writing. We regret any frustration with this claim and do see that we have assisted you in past claims in the amount of $588.08 in authorized claims. Just as any other claim, if it is covered under our policy we would be happy to cover the unit, this claim is not and therefore we are not able to cover the cost.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is inaccurate and misrepresents our dispute. 1. Service company was NOT [redacted]. It was Sheerkhan Services LLC. And, not on 7/20/15 - on 6/25/15, so perhaps Choice is responding to a different complaint? In any case, technician was four hours late, spent 30 minutes at the house and the compressor was running (albeit with reduced Freon level) and the unit was cooling when he left. Technician mentioned a leak, but NOT that corrosion had caused Freon to leak from the unit. He never removed the condenser housing and inspected the unit, he only checked Freon level. Choice required us to have a leak test run, at our own expense. Which we did. 2. Compressor did NOT fail. In fact, it was running when homeowner’s technician came to perform the leak test. It is still operable. There is a very slow Freon leak, as evidenced by the documented nitrogen test. Compressor, condenser and evaporator are all available for inspection at the home. There is still a significant amount of Freon in the system. 3. Choice states that corrosion was the cause of the leak, despite photographs which show no sign of corrosion. Personal inspection by homeowner and homeowner’s technician also revealed no visible signs of corrosion. When confronted with this evidence (and an offer to let Choice’s technician come back and inspect the unit together with homeowner’s technician), Choice stated that the unit was improperly maintained. In fact, the filters were replaced 3-4 times per year until a HEPA filter was installed with the new humidifier in 2013, then the filter media was changed annually, as recommended. The condenser coils were hosed down EVERY Spring with a “jet” stream of water from a garden hose and nozzle. Unit was impeccably maintained. . 4. When confronted with evidence in #3 above, Choice stated that restricted air flow caused high head pressure and subsequent stress cracking. NOTE: All these expert opinions were issued forth from Ike and others without a single close inspection of the unit by a qualified technician. All the Sheerkhan technician did was check Freon level, at which point Choice demanded a leak test. And then the technician left. 5. Even a 22 year old compressor has built in safety switch that shuts down compressor if discharge pressure or temperature approach maximum design values. Due to low Freon level, unit did shut itself off before reaching set point, which is what triggered the call to Choice in the first place, thus demonstrating that the safety switch protected the compressor as designed right up until the time the unit was isolated for the leak test. The compressor was still operable (and, in fact, operating) until the breaker was thrown to de-energize unit just moments before homeowner’s technician isolated the system for the leak test. KEY here is that Choice’s technician NEVER performed an inspection of the unit. He checked the Freon level, period. Only later was the compressor housing removed by homeowner for purpose of taking photographs required by Choice to support the claim. These photos, which we have sent 4 times, show no corrosion, because there is none. Attached is a copy of our website correspondence with Choice. At no time did they send a qualified technician to inspect the unit.

We continue to invite Choice to send a technician to inspect this unit. We are having it replaced, but will retain the old equipment for their inspection. The claim that was resolved under this contract was for a dishwasher. One resolved claim has nothing to do with another.

Regards,

Business

Response:

[redacted],The pictures that were provided to CHW coincide with what was explained to us by the technician. The condensing coils are dirty, there is rust and the coils are damaged. The technician stated that he believed it to have a leak as he heard a hissing sound. Per our policy, this claim is not covered due to a lack of maintenance. You are more than welcome for a second opinion to contact us at your cost to provide us with a new diagnoses. With the diagnoses that we currently have along with the pictures, this claim will not be covered under the policy. Pictures attached showing U bends rusted, coils dirty - clogged and damaged.Regards,CHW

Review: Claim #[redacted] was denied for [redacted]. Cost to replace the unit is $2200. Choice agreed to pay me $250 because I own 2 properties. They said I will get the payment in 30 days. The Choice rep stated that that the AC Tech said the unit dirty and therefore they would not honor my claim. My property manager stated that the tech told him that the unit was clean and well maintained. The repairman told Choice that the primary cause of the failure fan due to normal wear and tear. The unit had a 10 year warranty. It is now 12 years old which is 2 years past its expected operational life. I asked the Choice rep for pictures and for a copy of the Techs report. She told me that they would not provide me with a copy of the actual report and said that I should get the photo from the tech. I received a copy of the photo from the tech and his invoice. It does not support the company's claim that the unit was dirty. One of the supervisors told me that he was denying it because the unit was not clean. The warranty states that the fan, capacitor and compressor are covered. The tech that Choice sent stated that the fan caused the capicitor and compressor to fail. The fan does not alert the owner when it fails. There are no bells and whistles to alert owners that it (the fan) has failed and that the other parts that are covered will soon be damaged. The failure of the fan and the normal wear and tear were the primary cause. The failure of the 3 parts covered by the warranty starting with the malfunction of the fan caused the 2 other parts to fail. Now the unit is unable to produce cool air. I asked the warranty company to provide me with the parts that are covered. They stated that they would not give me the parts. They would only give the parts to the repairman if the claim was approved. I have researched the issue and learned that it is common that when the compressor fails the unit will usually have to be replacedDesired Settlement: I would like for Choice Home Warranty to honor my claim. I accepted the $250 because I do not have the money to replace the air conditioning the unit. I have a tenant moving into the property on August 1, 2015. I have borrow the money for the repair. As it stands I have to wait 30 days to receive the $250. When you call the company's phone you hear a recording that says age of the unit doesn't make a difference and that everything has to be repaired at sometime. This company does not stand by their comments/claims that they provide quality home warranty products to their customers. Its more like a bate and switch.

Business

Response:

Dear Patricia HarrisonOur mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim, I do see that your unit was not covered due to sever lack of maintenance, the pictures that were sent to CHW showed us that the unit was not properly maintained. There is dirt and debris in the unit and the coils are dirty as well. CHW did offer you a goodwill gesture of $250 towards this claim but you failed to mention that the property was not occupied. Per our policy, we will not cover a claim for a home that does not have people currently living in the space. 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 will still stand by our offer of the goodwill gesture of the $250 that we have authorized already since you did accept but we are not able to assist with more towards this claim.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:these people are a piece of work. I have rented this property for the past 9 years. The previous tenants had moved out do I don't know what they are talking about. I contacted them right before the new tenants were scheduled to move in. That was not there original reason for denying the claim. They said that the unit was dirty. I sent you s picture of the unit that was provided by their mechanic so why are they playing games? Did they receive the picture that was not given to me? They asked the mechanic how much it would cost to repair the unit. He told them and they refused to pay. Now all of them are trying to pretend and pass the cost to me. This is unethical and immoral.

Business

Response:

Your claim was not covered for a lack of proper maintenance, it was stated that the unit had a failed condenser fan motor, dual capacitor and compressor. It was also said that the fan failed first causing compressor failure. This is a lack of maintenance as well as secondary damage and thirdly, the home being vacant is something that we do not cover. Please see Sections 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.19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.As well as 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 with this claim but we are not able to go against our policy.CHW

Review: 10/28/14- Beginning of Service with Choice Home Warranty 3/31/15 My Carrier AC unit stopped working- I call my regular maintenance provider [redacted] they diagnosed that the issue was the outside compressor needing to be replaced. I call Choice to place a claim & they spoke w/ the [redacted] technician that day-he sent them his diagnosis paperwork & images. Was told that since he wasn't one of the preferred vendors I would have to do it as a reimbursement. I said that was fine & they sent me the paperwork. 4/1 I received an email from Choice stating that I needed to set up a time to have their preferred technician come out, I called immediately & was told by Choice it was a mistake & to ignore and that I would be contacted in 24-48 hours. 4/3 hadn't heard from Choice, so I called & was told yes they do need a 2nd opinion- [redacted] (their preferred vendor) was unavailable until Tuesday. 4/6 [redacted] tech visits property & submits exact same diagnosis- New Compressor needed. 4/7 [redacted] tech called Choice & sent in photos- first person he spoke with did not properly write the notes as he stated & didn’t understand that when he says that the unit would turn on but was overheating (aka not working properly) 4/7 spoke w/ [redacted] & he said he understood the issue & would personally handle it- he spoke with [redacted] after I got off the call with him, I spoke with [redacted] after the tech spoke w/ Home Warranty & told me that Choice understood what the issues were & agreed that it would needed to be replaced. 4/8 I call around noon & no changes, call again 5:30- told story to another supervisor who told me that the claim wasn't approved due to 'premature failure' -1st I ever heard- that the carrier compressor wasn’t covered until it was 18 years old. (Carrier Manufacture Warranty is 10 years on Compressor)4/9 Choice spoke yet again to [redacted] I called Choice, spoke with [redacted] after on hold for 22min, spoke with [redacted]- told they wouldn’t approve my claim but would offer me $300. Told him unacceptable.Desired Settlement: I expect Choice Home Warranty to stand by their service agreement I agreed to in October and replace my Outside Compressor Unit. I have had a lawyer review the agreement and nowhere at all is it stated that there is an "18 year warranty" that has to be met, I've paid for a service they are unwilling to provide.

Since I also paid for a three year coverage in advance, I also expect to receive a refund on the months I do not wish to proceed with (starting with March 2015- October 2017) after this experience.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim CHW would like to offer a new R-22 3.5 ton straight cool unit to you and we will pay for the shipping. You would be responsible to have a technician complete the repairs. We are offering this as a goodwill gesture to assist with the repair of unit. If you accept this offer, please email me directly to t[redacted] and I will arrange the compressor to be shipped and I will send you the paperwork. I did leave you a message and followed up with an email.

Consumer

Response:

I am rejecting this response because:

I hope you had a great weekend! Unfortunately, I did not as my Air Conditioning Unit is still not fixed from my original complaint filed back on April 9th. I did receive a call from Choice Home Warranty on April 17th saying they would not replace the unit, but wanted to offer me one part that I would need to replace it- completely unacceptable. I spoke with their customer liaison [redacted] and she understood my complaint and why it made no sense for them to send me the one part that they are saying was denying my entire claim. I also told her that I expected them to uphold their agreement that I signed- no where in the entire agreement writing has any of the “excuses” they are using to deny my claim. (The excuses to deny my claim have also changed multiple times.)

Review: You really don't have a proper category above for my issue. About a month ago I contacted several home warranty companies to get quotes. By the time Choice called me I had already selected a different company and told them I was not interested in their product. Since then I have been getting numerous calls from them even though I told them I was not interested, and further called them back and told them to stop. 4 calls came after I spoke to them. In addition I am on both the Federal and State do not call registries. Ye the calls continue.Desired Settlement: I do not want any further contact by this company for any reason what so ever, ever again. I will also be filing a complaint with the Attorney General's office.

Business

Response:

Dear [redacted],

We apologize for the inconvenience caused by this matter. The quote you requested resulted in you opting into a marketing database, prompting the communications.

We have escalated this matter to our Marketing and IT departments to ensure your phone number is purged from any and all marketing distributions. We are very

sorry this was not resolved sooner.

Sincerely,

Choice Home Warranty

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, so long as the calls stop.

Regards,

Review: I purchased a warranty 2 months ago and my dishwasher broke down. Repair man came I paid him 45.00 as the contract required. There was a problem on my dishwasher and needs approval from the Choice Home Warranty to buy the parts, they declined the claimed. They said that because of wear and tear they're declining my claimed. I found it misrepresentation of they're statement that after a month of being with them (30 days) all my appliances are covered.Desired Settlement: Just give me back my money or repair my dishwasher...

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 dishwasher not draining properly. However, upon review this is a non-covered

item as described in Section F. 1. 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.

This is also highlighted in Section A. 3. of the Service Agreement:

A. During the coverage period, our sole responsibility will be to arrange for a qualified service contractor (“Service Provider”) to repair or replace,

at our expense (up to the limits set forth below), the systems and components mentioned as “Included” in accordance with the terms and

conditions of this contract so long as such systems and components:

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.

This information was communicated to you on 8/20/2013, at which time we offered to waive the Service Charge Fee on your next service

call. While we certainly cover for normal wear and tear issues, a review of this claim indicated that the pump motor failure occurred over time;

therefore, it entered the warranty period in bad condition.

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

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

Sincerely,

Choice Home Warranty

!--[iL??Bb"

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

All these explanation are not explained during the transaction. Agent only explained when the warranty start. Amount of monthly payments and never ever mention to me the discretion of the contract.. Never send me any brochure that explained everything the response states. He said after a month (30) If any of the item listed listed breaks down they will covered it. This is a misrepresentation of service and product.. Why don't they pull out the call, we should be recorded during the transaction.

Regards,

Business

Response:

Dear [redacted],

Further investigation of your denied claim confirms that Choice Home Warranty acted in accordance with the Terms of Service

Agreement. However, upon review of your request we have processed a refund in the amount of $80.00. This is the full amount you

have requested, and will be refunded back to the credit card we have on file within 30 days.

As a reminder, Section L.4 of the Terms of the Service Agreement states the following:

L. CANCELLATION

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:

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.

Please note that we have also waived the $50 administrative fee.

Choice Home Warranty is glad to resolve this matter and we apologize for any inconvenience you may have incurred.

Sincerely,

Choice Home Warranty

1

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.

To whom it may concern:

Upon reading their term in cancellation, the agent that I spoke with did not mentioned any of that That made me surprised, I know that it is our job as a consumer to read all the long written contract of this company, but I think it will help us understand it if they are going to emphasis the value of term and condition and cancellation... No, all they want is for you to sign on and they will guaranteed the effectivity date of the contract which he said they will paid for any damage after 30 days (1month). He did not mention about wear and tear... They are ripping off a lot of consumer specially people that don't know what to do.. I truly not satisfied even of getting refund. I want a true and honest company.. But thank you Revdex.com for taking your time and following my complain.

Regards,

Review: for the past two months, I keep getting e mail from Home Choice Warranty regarding their services.

Although at the bottom of their web page, I kept clicking unsubscribe, but to my surprise the frequently of this e mail have increase to the point that, now I am receiving their advertisement e mail on a daily basis.

I contacted the company and informed them of my problem with this matter, they transferred me to their marketing department and Gentleman who refused to introduce himself asked for my personal information such as name, phone number, address, etc.

I refused to give him my information and stated that I will be happy to provide my e mail and should sufficient for them for theme to stop sending me this abusive e mails. He did say that they have my information and will stop the e mail! I am surprise that if they have my information, whey is it that they paid no attention to stop this daily Harassment e mail in a 1st place and at the same time why was he asking for my personal information! I informed them, that I will contact the Revdex.com and file a complaint.Desired Settlement: Stop Gentleman sending me e mails regarding their advertisement.

Below is the address I copied from their web page.

Choice Home Warranty

1090 King Georges Post Rd

Edison, NJ 08837

Phone Numbers

Toll Free: 888-531-5403

Fax: 732-520-6461

Business

Response:

,

We apologize for the inconvenience caused by this matter. We have submitted your email address for removal from any and all marketing distributions.

Additionally, we attempted to reach you via telephone; however, we were unsuccessful. A message was left with the name and telephone number of a

representative to contact should you receive any further email communication. Please do not hesitate to contact the representative if need be, as we will

submit an IT trouble-ticket if necessary.

We hope and assume that this has resolved this matter permanently.

Sincerely,

Choice Home Warranty

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.

We submitted a claim online for a couple toilets and garbage disposal that were giving us problems. Within an hour we had an appointment scheduled for the next day. The contractor came out, collected his fee, and proceeded to fix our toilets and replace a broken disposal. We couldn't be happier!