Choice Home Warranty

Review: This company is a dishonest company with dishonest practices and policies. I bought a home warranty with CHW, because we live in an older house with older appliances, and I wanted protection if something were to happen to one of those appliances. I chose CHW because their coverage sounded great- if they can't get it fixed, they'll replace it. When something happened to our air conditioner, we contacted CHW to get it fixed. The company set out a technician, who conveniently found that the problem was caused by a maintenance issue and thereby was not covered by the company. We were finally able to convince one employee that it doesn't quite make sense and he sent out another technician. My husband stayed with him to see the diagnoses and hear the report to the company, and he said that it was not a maintenance issue. He heard several questions from CHW trying to bait the technician to say it was something that CHW could claim was a maintenance issue. CHW then again denied our claim, with a lie, stating that both technicians said it was due to maintenance that the unit needs repair. Neither CHW nor these technicians would send their findings in writing to us so that we can review their findings. We then hired another technician who does not work for the company. He found that the same part needed replacing, but that it was not caused by lack of maintenance. CHW found this 3rd licensed and experienced technician's report "fraudulent" because it would mean that the company would, in fact, have to do what it says it will do and repair or replace an item that is supposed to be covered by the contract. The workers at this company have outright lied to us on multiple occasions and were rude, interrupting as we were trying to tell what we heard the technicians say. We have now been 8 days without an air conditioner, in temperatures around 103-108. I believe this company has a policy to deny claims, having memorized scripts to repeat to customers in order to deny claims.Desired Settlement: We want this company to do what is says it will do and repair or replace our air conditioner and stop cheating people by saying one thing, fully intending not to follow through.

Business

Response:

Upon review of your policy, I do see that you and CHW have come to a mutual agreement and we have refunded you your policy. Kindly close out this complaint as resolved.Thank you,CHW

Consumer

Response:

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: My mother board on my oven went out and they emailed me to tell me they need to further talk with me. When calling them they advised that my stove/oven was not worth fixing due to the price, totally understandable. When first setting up the policy I had asked questions and replacing appliances if needed and was told that if they can not be fixed they will be replaced with something similar features. I have no problem with that but when you are rude and not letting someone talk and ask questions when you are trying to figure out why it feels like you are being ripped off they don't want to explain anything. I had asked what similar features are you going by to compare with my range they didn't want to tell me. When I had advised them that I Google similar ranges not caring what the brand color etc just want something similar they had stated they Google it and find dine with the lowest price and that's what they go by. I purchased a warranty for my house with them due to their slogan they focus on quality providing quality home warranty products yo out costumers and having affordable preserve piece of mind to protect us. Week when they are rude and not wanting to.explain where they get their numbers saying they don't have to tell you anything and talking down to you and basically ripping you off giving you a price that they could buy something for. That is not right at all. Ask they had to do was fix or remove my range like they say they will not give you a B.S number to just save them money.Desired Settlement: I do want a replacement range and by replacement everyone would want a range like they already have that is just the right thing to do especially when your are already paying for 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 claim I do see that CHW has offered you a buy out and is providing you with $350 towards a new unit. Please review our policy Section F. Limitations of Liability #16 that states “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.”We do apologize if any customer service rep was rude to you, this will be addressed with their supervisor and they will be reprimanded and if needed retrained.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:

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,

The only reason why I did go through the Revdex.com is only because of the rudeness of your costumer representative. If it wasn't for her I should have not gone this route. Thank you for looking into her

Review: On 12/28/15, I was advised by Choice Home Warranty that my claim was authorized, and I would be issued a check in the amount of $299.99. As per the CSR the check would be issued by mail 12/28/15 and if I did not get the check by 1/30/16 to call. I called today 2/1/16 after speaking with three csr's two of which could not tell me when the check was issued and the final csr [redacted] advised the check was issued the week of 1/19/16 and checks are usually mailed out on Friday's (not 12/28/15 as previously advised) and if I wanted to wanted another check issued, I would have to pay a $30 stop payment fee for a check allegedly issued or wait an additional 90 days to see if the check resurfaces. I asked Ms. [redacted] as to why should I be held liable for a check they allegedly issued, her reply once the check is sent via the mail, they are not responsible for the delivery. I asked why wasn't this disclosed to me initially, she could not advise as to why. I then asked Ms. [redacted] for the check number she could not advise me of the either. I am asking for a peaceful resolve and the check that was supposed to be issued to be issued.Desired Settlement: If the check was issued, I would like another check issued at no cost to me or if the check was not issued to please issue the check.

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.Our records show that a check was authorized for you in the amount of $299.00 and it does take 30 business days to process, once it has been processed it then will be mailed out the following Monday. Your check was processed on 1/19/16 and we see that it was mailed 1/29/16 but it is possible that it was after USPS picked up the mail and if so, it would have gone out the following business day.If you have not received the check, please contact your local USPS office because our records show that it was mailed to you and we are not permitted to reissue a check unless the customer pays for the fee to stop the check in the amount of $30. If you do not want to pay the $30 then we have to wait 90 days for the check not to be active any longer. Kindly contact us to ensure that the correct address is on your account for billing, which is where the check would go to. The check number for this check is 297141.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Review: First I called choice home warranty (CHW) to fix my ac on May 10 2013. And May 11 2013 [redacted] assigned for repair ac

So technician came out checked the AC and he said he need coil for repair and need approval from CHW and I got phone call from CHW customer service and they approved for repair and ask me to pay none-cover charge for $200 and I agree to pay for. However the technician never show up after may 16 2013 and refused my phone call. So to contact technician I had to use other phone number then he answered. Every time when called he said

- I will pick it up the part tonight and I will be there tomorrow

- I got a part but I got the wrong part

- I got a part but some came to my house and they stolen my part

- I got a part but vichele broken down

So I waited over 3 week for repairs and I called CHW customer service to fix this issue.

But they said same thing.

- Wait for couple days

- Technician shall be there tomorrow

- wait til tomorrow

- wait

even I spooked manager, manager said smaething

Just wait couple more days, if we change the technician, then I had to process everything again

and it took longer time.

So I waited over month then finally they assigned new technician and CHW said not you have to pay non-cover charge $580

anyway I had to fix ac I paid for $580. And they finally fixed ac on Jun 22nd 2013 its over 40 day passed.

So I called CHW why there was big different non-cover charge between $200 and $580

They did not explained why, and just said if you want to fix just pay $580 or they can not fix it.

So I asked manager, I waited over month to fix this ac but you assigned wrong technician so it took over month so I need some kinds of credit for this delay. But manager said the technician is not our employee he is sub-contractor so if you had any issue contact him and we cant give any credit. And finally the manager said do not complain anything, if you keep made complain we cant fix your ac.Desired Settlement: I want some kind of credit for this transaction and refund my overpaid non-cover charge

Business

Response:

We apologize for this inconvenience and understand your frustration. The non-covered charges of $580 are valid, but we are willing to refund you $180 of the non-covered charges in order to resolve this complaint. If you agree we will send payment right away.

Thank you.

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: 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: will not pay claim, did not have a plumber in our area, when they told me they did at time of .Desired Settlement: I just want my money back so I can purchase from a different home warranty co.

Business

Response:

Dear Mr. [redacted]r:

It was a pleasure speaking with you today and I am so happy that [redacted] was able to resolve the issue that you had. We look forward to helping you with your home warranty on future claims. Thank you for being a valued customer and we appreciate your feedback.

Please close out the Revdex.com as resolved when you have the chance.

Best regards,

CHW QC Manager

Review: Choice didn't honor their home warranty. The condenser stop working. The tech. they sent out said it was from wear. Home this I had a power surge which I didn't. So they wont pay for the part.Desired Settlement: I want the AC unit fixed like the should have do in the first place!

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:

7/9/12 Claim #[redacted] for your AC

9/24/12 Claim# [redacted] for your Plumbing System

4/11/13 Claim # [redacted] for your AC

4/11/13 Claim #[redacted] for your Dryer

8/22/13 Claim #[redacted] for your Water Heater

4/9/14 Claim # [redacted] for your Plumbing system

5/1/14 Claim #[redacted] for your sump pump

5/9/14 Claim # [redacted] for your Water Heater

We regret your frustration with the outcome in regard to claim #[redacted] for your Air Conditioning System. Unfortunately, the diagnosis that we received from the service provider was that the unit shorted to the ground. There are 4 ways that this can happen and all of them are not a covered item under our policy.

1. Power Surge/Lighting Strike

2. Manufactures Defect

3. Acid Burnout (Due to improper previous repair or improper installation)

4. Lack of Proper Routine Maintenance

Please see Section F. LIMITATIONS OF LIABILITY

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.

Also, #11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.

Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First of the mishandling of my claim. I had to call serval times to get the claim in motion. Then after the claim was shot down no one contacted me. Plus I dont have this added page in the contact. I was told the first time my claim was turn down that in was due to no maintenance. When I told the guy from your company it was checked last August He told me it should have been checked again. Then the second person told me it was from light strike. I taked to Steve from All seasons who told me both cases your company was wrong it was just wear and tear And the unit is 14 years old not 10 like you keep saying.

Regards,

Business

Response:

Dear [redacted]:

I do apologize that you are frustrated with the policy and the decision that CHW and the Service Provider made. Unfortunately, your policy has been cancelled and there is nothing further we can do to assist you on this matter.

Sincerely,

CHW

Review: I have been with Choice for the past two years. Two weeks ago, my central AC broke. I put in the request, they sent someone after four days and then the runaround started. Freon was low and evap coil is leaking. Freon can't just be replenished as evap coil is leaking and needs to be replaced. I had to pay $150 for a leak test that contractor said is needed to be submitted with the request to replace evap coil. I was calling Choice every day every few hours for a week to get an update. (It was 90+ degrees in Texas.) After a week since contractor came to the house, I was told that they can't replace the coil as it is rusty/corrosive due to lack of maintenance. I strongly disagree as rust will happen regardless of maintenance. I asked if they can put Freon just like they did last year. I got various answers to that, including it shouldn't have been authorized in 2013, that it was a courtesy they did for me, etc. Receipt in 2013 said that evap coil was leaking and Freon had to be put. Obviously, that Freon lasted a year. I also wasn't advised to maintain it more because of the coil. Since they wouldn't budge, I asked if they could just refund me the $150 I paid contractor. They said they can't because that goes to the contractor, and they didn't authorize. I argued that it's a catch 22, as they wouldn't honor the report if he didn't do a leak test, which they wouldn't reimburse. So I eventually asked if "I was duped by a contractor that they sent to my house" and the answer was "yes". It was so frustrating dealing with their customer service. I practically talked to every one in there, except for the manager, who never returned my so many phone calls.Desired Settlement: I would like a refund for the $150.00 that I had to pay extra to the service contractor. I didn't have to pay for the leak test as a visual inspection would have sufficed. I just cancelled and so, I also want a refund of this month' fee.

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 #51780320, for your Air Conditioner, CHW sent out Rainey Day Climate Control to diagnose your unit. Upon diagnoses it was discovered that the unit had been rusted in the U bends and it was leaking. Rainey Day Climate’s normal protocol is to perform a leak test. This is something that CHW did not request of them and not something that CHW would cover.

Please see our policy, 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.

We are very sorry for any inconvenience that this has caused you.

Best regards,

CHW

Consumer

Response:

I am rejecting this response because: They are refusing me service this year even if it is exactly the same problem -- evaporator coil was leaking and AC needed Freon -- that I filed for claim last year. Therefore, there was precedence in that they performed remedy (i.e,, put Freon) to the HVAC. I don't understand why this cannot be done this time.

Thank you.

Regards,

Business

Response:

Dear [redacted]

Per your claim from last year, 06/20/13, your unit was low on Freon due to a leak caused by rust and corrosion of the Evaporator coil on your system. Per our policy rust and corrosion failures are an excluded from the coverage. As a courtesy, CHW authorized the assigned tech to add Freon to the unit to keep the system running for the season. Unfortunately, upon review of your current claim, 5/30/14, your unit is again low on Freon due to the same non covered issue from last year.

Please see section F.

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.

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. Also, your policy has been cancelled per your request therefore, CHW will not be able to fulfillyour claim.

Best regards,

CHW

Review: They will tell you something is covered under the warranty and then the people who are called to fix your problem take your 45 dollars and say nope it's not covered.Desired Settlement: Tell the truth when it says hot water heaters mean the whole hot water heater don't exclude the tank. Don't send a tech over and make us pay 45 dollars if you know it's not covered! Give me my total refund due this warranty is a joke.

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 water heater. Upon diagnosis, the service provider stated that your unit is leaking from the main holding tank. Unfortunately, CHW policy does not cover the main holding tank as part of the water heater coverage.Please see section below:6. WATER HEATER (Gas and/or Electric)EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.If you would like to cancel your policy, please contact our cancelations department at ###-###-####.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: Choice home warrenty said they would reimburse me for work done by another contractor as long as it was within the scope of coverage of my warrenty and as long as I was approved on the phone through their approval process. After the work was approved and finished they called me and said they would only reimburse me for half of the work done. They lied to me and didn't pay for what they said they would even though I was given an approval number and the plumber was given the go ahead from Choice home warrenty.Desired Settlement: total cost was $515 to me. They said they would send me a check for $250 only. I still havent even recieved the $250 even though this was weeks ago. They should still be paying me the remaining $265 on top of the check they "said" they were sending.

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 plumbing system. CHW tries to assign the first available technician to insure customers get scheduled as soon as possible. However, scheduling is not done by CHW, but the technician and the customer as we don’t know the availability of either party. CHW does give customers the freedom of using their own technician so they choose, through the reimbursement program. The customer is required to contact CHW before any repairs are made to verify if the repairs are covered under CHW policy. Our record show that you choose to use your own technician and to go through the reimbursement process. Upon diagnosis, the service provider stated that 5 water valves in your home need to be replaced. He also stated that he has to remove a 4 gallon water heater, which is not the main water heater used for the home. Per CHW policy, we cover the main water heater for the home and so the 4 gallon water heater is not covered under the policy. CHW advised you that the water valves are covered under the policy, however, the technician you choose was overpriced. CHW advised you that we can reimburse you at CHW cost of repair or we can send a CHW service provider to complete the repairs. Our records indicate that on 11/21/14, declined a CHW service provider and accepted CHW amount for repair of $250.00. This amount has been authorized to be sent out to you, 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: I renewed my home warranty with Choice Home Warranty in August 2014. In October 2014, the furnace in the house that was covered by the warranty was no longer working and technicians supplied by Choice Home Warranty determined that it needed to be replaced. We could not get a verbal commitment from Home Warranty to authorize the replacement and had to make the decision ourselves because the weather was below freezing and occupants were cold. Choice Home Warranty will not pay us the replacement cost for the furnace of $1700. They have arbitrarily told us that they will pay us $525. They say that they will not consider the claim until we provide them three years of maintenance records on the furnace which was even before it was covered. It was due for it's annual check up at the time that it quit working. The contract says that we had to maintain the furnace which we did (changing filters, cleanings, and annual check ups). However, the contract does not state that we would have to provide proof, written documentation of its maintenance if we filed a claim. The people we talk to are like a broken record...we tell them that they owe us the $1700 and they say that if we provide the three years of records they will consider it. We say we don't have them and they say they can't pay us more than the $525 arbitrary payment that they have determined.

In addition, they advertise 24/7 service but in fact...you just get a recording that says that they are closed until 9:00 AM on Monday. When asked about this...they told us that the 24/7 service is that you can send an email on weekends that will be answered on Monday morning or you can access your account on their website on weekends. Certainly, not 24/7 service when you have a problem that is an emergency on weekends!

It has been a very frustrating experience to deal with the customer service people and claims people at Choice Home Warranty. It's like starting the story from page 1 everytime we talk with them.Desired Settlement: That we get paid $1700 for the replacement of the furnace that was covered under our warranty agreement with Choice Home Warranty. The reason that I carried the insurance was because the unit was older, and in case something happened, I wanted it covered. In their advertising, they say that you shouldn't worry about having older appliances because they are covered under Choice's warranty.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your air conditioning system. Upon diagnosis, the service provider stated that due to lack of maintenance, your unit has a clogged heat exchanger causing it to crack. Unfortunately, failures that are caused to lack of maintenance are not covered in CHW policy. We have requested maintenance records to prove proper maintenance was performed on unit; however we have not received these documents.Although this is not a covered claim, CHW offered you $525.00 as a good will gesture towards repairs. Unfortunately, this offer is no longer available. Please see below section:F. LIMITATIONS OF LIABITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

We have not been in contact with Choice Home Warranty. They had rescinded their $525 offer in their first response, and have not contacted us since then. However, $525 goodwill is not acceptable when they clearly owe us $1700 for the furnace replacement. Please keep this open and ask them to respond to our request for payment versus "goodwill" since they are responsible under the contract they signed with us. How could we have not maintained the furnace if it lasted for 28 years!

Review: I called home choice warranty on january 6 about a hot water heater not working and leaking. my repair number is [redacted]. I have called the repair company 5 times. they are first class. their number is ###-###-####. I do not have time to wait at home on my day off for a service company. on wednesday they said they would be here between 4 and 6 pm. we called again at 9 pm. waited all day thursday. no call. all day friday no show. not acceptable. I have three houses insured with home choice warranty for the next three and a half years.Desired Settlement: I want a total refund of 3150.00 from choice home warranty. I tried to cancel them and they said I would have to pay back any repairs they have made. in my contract it says they have 24 hours to respond. they have breached their contract with me. therefore I am entitled to a full refund on all three houses and will not go away until I get my whole refund back for the aggravation and inconvenience for having to put up with broken down items that they have to warranty.

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 in regards to claim #[redacted], for your Water heater. CHW assigned a service provider to your claim the same day the claim was placed. CHW assigns the first available technician to get our customer’s the first available appointment. However, we do not control the service provider’s scheduling as we don’t know the availability of neither the technicians nor the customers. Per CHW policy, CHW is required to assign a service provider within the first 24 hours, in this case a technician was assigned within hours of your claim being placed. Please see section below:C SERVICE CALLS2. Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours.We apologize for your inconvenience that has caused you to want to cancel your policy. Per CHW policy, you would be entitled to a prorated refund minus $50 cancellation fee and any fees that CHW incurred during your coverage. Please contact our cancellations department if you would like to cancel your policy. Please see section below: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. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I had purchased Choice Home Warranty for $1750 dollars with the contract term of 5 years. Till now the company seems to be nothing but a fraud --

1. When I purchased the claim, they told me I am in prime area and they will provide service in 2 hours -- Till date I never got a service in 2 hours and it had been 2-3 days. Now, they say someone provided me with wrong information.

2. They only cover claims for which cost around $150 only.

3. When I called them to cancel my claim when they rejected my Air conditioner, they say they will only refund $300 back. They finally paid me $300 for a/c that costed me $3500 as settlement (which occurred after I was about to complain to Revdex.com) .

4. They send technician who are abusive and rude -- People should be scared to have them in house.

Now, getting to main issue --

I called in furnace not picking temperature -- They open claim and the tech come to my house 4 days after, he made me wait till 2:30pm saying I am on my way since morning. He finally arrives and find an issue with limit switch and replaces, then he calls CHW and they ask him the condition of furnace, he say its good. CHW keeps asking him to check this and that, till he finds a dirty filter and finally refuse the claim calling it a maintenance issue like always. I explained him the filter was changed less than 2 months back and because I had to turn on the fire place to keep the house warm (outside temp was 24 F in atlanta) which created smoke and hence the filter turned black. They ignored it and didn't agree to cover. So I am opening this complain against this company, which had already lost its Revdex.com rating due to their wrong doing.Desired Settlement: They cover the cost of the repair, which I am now getting fixed by third party or refund me back the amount paid towards contract (which is definitely not $300).

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted] for your heating system. Upon diagnosis, the service provider stated that due to restricted air flow into the system caused by dirty filters, your unit’s limit switch needs to be replaced. The technician stated that the unit overall needs to have proper maintenance preformed. Unfortunately, CHW policy does not cover failures due to lack of proper maintenance. We have requested that maintenance records be sent in to verify the maintenance performed on the system. We have not received any documents as of yet.Please see below:4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:First the CHW stated it lack of maintenance and that they need service records. Now, that I have submitted the maintenance record and proof that the filter was new, they have nothing to say. Now they are fearlessly denying converge. This is nothing new with CHW, this is a fraud company and they ate my $1700.

Business

Response:

Dear Consumer, although this is not a covered claim in which CHW is obligated to pay. CHW is willing as a gesture of good faith to offer you a refund of $630.00. You purchased the policy for $1750.00. During the time of the policy CHW has paid $1120.00 in claims. CHW has waived the prorate of the policy as well as the $50.00 administration fee and hence current refund is $630.00 ($1750-$1120 = $630). Please be so kind as to affirm acceptance and we will be happy to issue a check to your attention and consider the matter resolved.

Review: 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: I paid for a one-year contract to the Total Plan, which went into effect on May 14, 2015. This unit covers air conditioning systems. My air conditioner stopped blowing cold air on June 12. Choice Home Warranty sent a tech who replaced the hard start unit. I paid the tech $45. Overnight the air conditioning unit failed again. The tech came back out and said the entire condenser would need to be replaced. Upon calling Choice Home Warranty, I was told my warranty claim had been denied because the unit was worn and I could not prove that it was 100% operational on the day the contract started. Choice Home Warranty advertises that all systems are covered regardless of age and that no inspection is needed for coverage. My air conditioning unit worked fine up until this issue. From Choice Home Warranty's own description of service they state:

If a covered system in your home breaks down due to normal wear and tear, just call the 24/7 claims hotline and CHW will dispatch a local, licensed, and insured technician to service your home warranty claim.** If the covered item is beyond repair, CHW will replace your unit with a similar or like feature model, or even send you a check to buy a new item!

My air conditioner, while over 10 years old, has been maintained and failed due to "normal wear and tear", therefore Choice Home Warranty is obligated to repair or replace it. In this circumstance, it needs to be replaced according to their tech. Their tech has stated that this is not a preexisting condition in his opinion. We also called a second company in for a second opinion and they came to the same conclusion and further stated that the unit condition is the result of normal wear and tear and is not from lack on maintenance or negligence.Desired Settlement: I would like the air conditioning condenser replaced per Choice Home Warranty's policy or the money to replace the unit, which is $3800 as quoted by their tech.

Business

Response:

June 23, 2015Dear [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 policy that started on 5/14/15, your claim that was placed on 6/12/15 was a non-covered claim due to the fact that all units have to come into the policy in good working order. CHW does not cover any known or unknown pre-existing conditions. A compressor cannot go bad within a month of having a policy, this would be pre-existing to our policy. Please see SectionA. COVERAGE3. 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 if you are upset or frustrated with this claim, CHW does follow everything within our policy and we urge our customers to read the policy. CHW is in full compliance with its terms & conditions. Respectfully,CHW

Review: I purchased a home in February 2015 where the previous owner bought a home warranty through CHOICE HOME WARRANTY to cover the appliances, heating and cooling systems, sump pump and washer and dryer for us, the new owners, in case anything went wrong with-in the first year of us living there. When she spoke to CHW to purchase this warranty, she asked them if they would truly cover the items listed because they were old and they told her yes and reassured her that all would be covered and taken care of. We recently ended up having an issue with our AC system and so we called the warranty and they assigned a tech that when we called him stated he didn't like working with CHW because they were unreliable ("they don't pay"). They then assigned us another tech which did come and sent CHW the claim info. Within 15 mins ( How can you possibly have reviewed my case in 15 mins? ), CHW had denied our claim. They stated that the tech told them we had a "freon leak" and "they don't cover leaks of any kind." When we asked how that was possible, they said "we don't cover secondary damages and leaks are considered secondary damage." That was it. Case closed. They didn't fix my AC or have it replaced as the tech suggested. Just a big fat NO and case closed. I think that a home warranty that claims to cover items such as refrigerators, dishwashers, AC units, washing machines and other appliances, that primarily have leaks when something is wrong, but then state that they don't cover anything that is related to a leak, is a SCAM. That is why I'm creating this complaint. I was also advised by a technician that has worked with them that they have a few in house attorneys writing and re-writing their contracts so that they can purposely "legally" deny customers claims. It's horrible. They should go out of business.Desired Settlement: I would like them to do what they claim to do and warrant my home. If they can't fix my HVAC, then replace it. I currently have a Carrier system - It doesn't need to be replaced with the same brand, just a good quality HVAC. That's the resolution I want.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim, we do see that the Air Conditioning claim was not covered due to the diagnosis that was given to us. We were advised that the unit had a Freon leak that caused the compressor to fail. A leak in the unit causing the compressor to overheat is considered to be secondary damage and that is not something that is covered under your policy. Please see Section F. LIMITATIONS OF LIABILITY 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. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. You agree that, in no event, will Our liability exceed $1500 per contract item for access, diagnosis and repair or replacement.We understand the frustration with this claim and we do not want you to feel as though we are in any way falling short of our policy. We would like to offer you a goodwill gesture of $200 towards the claim, we are also offering to place a free service call fee onto the policy for any future claims that you might have. We always urge our customers to read the policy as stated it is online for all to view on our website. Please advise is you would like to accept this offer as this claim is not covered but we are willing to assist with a good faith offer of $200.CHW is in full compliance with its terms & conditions. Respectfully,CHW

Review: I recently started a home warranty with this company after constant harassment from them to sign up. The first claim I filed for a simple water heater was denied. The plumber showed up late and didn't call like he was supposed to and diagnosed the problem without speaking to me. He saw my 72 year old Asian mother in law and thought he would take advantage of her. It is not her house, it is mine. Between the plumber and the warranty company, they decided to deny the claim. When I spoke to the supervisor from Choice Home Warranty on the phone, she basically told me everything that they didn't cover with water heaters. It was everything that can go wrong with a water heater, making the warranty pointless. I will be filing a claim against the plumber as well for not calling like they said they would and when I spoke to the girl in the office, she said he would call me back but he never did. I am sure it is because he left a $2200 quote to replace the water heater. I found a company that replaced it for 1/3 of that cost. Companies like this try to take advantage of women and minorities.Desired Settlement: I would like to be refunded the amount I paid for the warranty and the service call for the plumber to come out. Both companies are dishonest.

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 7/9/15, we do see that you placed a claim for your Water heater on 7/12/15. It was diagnosed that the actual tank itself was leaking. Per our policy, Section D. Coverage, #6, CHW does not replace the actual tank itself. CHW covers the elements that make the water hot. Also, per our policy, Section A. Coverage #3 you must come into the policy with all units in proper working order. Due to the failure being an exclusion from our policy, we are not able to cover the claim.If you would like to cancel your policy, please call our cancellations department and speak to one of our agents that would be able to assist 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:

Hot water heaters have a relief pressure valve in place so that when they get too hot they drain the water out of the drain. That was the problem with the heater. The plumber did not come when he was supposed to so I could show him what was going on. When I spoke to the person on the phone at Choice Home Warranty, they went over everything they didn't cover with a hot water heater. This just happened to be anything that can happen to a hot water heater. This company is nothing but a scam. They want your money but do not want to fix anything that happens. They find ways around it. There were many negative reviews of this company and I see why now. Based on an experience I had with another company, I just assumed these places were legit. I guess they are not. I want my money back from these people. It is Fraud and Theft at best.

Business

Response:

If you go online to our website, we have our policy under user agreement. You or anyone can view the policy before you purchase it and you also have 30 days prior to the start date of the policy to review the exclusions and coverage. As stated before, our policy doesn't cover the actual tanks. Also, your unit failed within a short time of having the policy that it was said that the unit could not have come into the policy in proper working order.If you would like to cancel the policy with CHW, please review our cancellation process. As a courtesy, you can call us and we can cancel the policy for you over the phone, you do not have to write a letter to us. Section L. Cancellations 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.Thank you,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: 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