Choice Home Warranty

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: 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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We do apologize for the outcome of your AC claim that you placed on 05/09/15 with us, per our policy CHW does not cover any units that have a lack of proper maintenance and is the cause of the failure of the unit. Your unit was diagnosed as having a lack of proper maintenance and leading to the unit failing because of such. When a unit is not properly maintained the compressor will have mechanical and internal failure that will end in a result of a failed compressor or a locked system.Per our policy, Section F. LIMITATIONS OF LIABILITY8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We do regret any frustration that you dealt with. CHW strives to help our customers with all of their home needs. We do follow our policy and we do expect our customers to as well.Thank you for your feedback as it is always helpful for us; it allows us to improve our customer service.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

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

Business

Response:

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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your AC unit that you placed on 5/13/15; you stated that this was the first time in the season that you had turned on the unit and it would not blow out cold air. Our records show that the unit had rust, was out of Freon and the compressor stopped working. This is a non-covered claim due to the fact that our customers are responsible for the maintenance of their units. If you had had the unit properly maintained, upon a routine maintenance check, these things would have been caught. Also, the leak that the unit had was caused by rust or corrosion. Per our policy, CHW does not cover any item that fails due to rust or corrosion.Please see Section F. Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Consumer

Response:

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

Regards,

Sa'idah Sudan

Business

Response:

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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that began on 5/17/15 I do see that you placed a claim 2 days later on 5/19/15 for your Air Conditioning unit. We were advised that the units compressor was not pumping refrigerant. There is an internal malfunction of the compressor and it does need to be replaced. Unfortunately, per our states that all units must be properly maintained and enter into this contract in proper working order. Please see Section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Being that your policy started 2 days prior to you placing the claim, shows CHW that the unit did not come into the policy in proper working order. CHW does not cover known or unknown pre-existing conditions to the policy start date. We do apologize for the trouble that you are having and we do look forward to assisting you in your future claims.Best regards,CHW

Consumer

Response:

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

Business

Response:

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

Review: 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

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 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 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: 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: 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 .

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!

We switched to Choice Warranty from American Home Shield because Choice Warranty was more affordable. My AC went out and the repairman said that it failed due to normal wear and tear and age of the unit. Choice said the unit was not properly maintained. That is so untrue. We regularly had our unit serviced and the repairman in no way indicated that the unit failed due to negligence. They refused to pay. In my opinion, this is a scam and I cancelled immediately.

Stay away from this company. They go extra miles to deny claims . Do not let the low price fool you.

Just signed up with Choice Warranty. My first repair call was terrible. Took three visits by repair company to fix a hot water heater. On third visit they broke it. Choice refused to pay stating that it was a pre-existing condition. Before signing up - read their agreement on every item they have exclusions that give them outs or they do not fix common problems with unit. Was told by repair person that in 5 years they have never replaced a hot water heater - Choice always find an "out" to deny claim. Whenever I called I got "we are experiencing unusual call volume" then put on hold.

This is a HORRIBLE company to conduct business with. They will give you authorization to make a repair but when they are billed the amount that they authorized they pay much less or they do not pay at all. Calling and talking to the accounts payable department does not work, they just give you the run arounds and after that if you try contacting them again, they do not return phone calls or reply to emails. We have SEVERAL outstanding invoices with this company - they are not trustworthy.

I have two policies on two homes and had a major claim on each. Both times Choice Home Warranty found a "loophole" or "fine print" interpetation to avoid paying the claims. The second time this cost me $3000. Plus, when I renewed for 3 years 18 months ago the fast talking sales man said if I paid for three years up front I could cancel at any time for a refund, but when I just tried to cancel today CHoice Home Warranty wanted to charge me an undiscounted monthly fee which left me with a negative value! The telephone support people read from a book and will not listen to a single word you say and will actually tell you to shut up! Do not even consider Choice Home warranty.

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.

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

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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: 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,