Choice Home Warranty

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: 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: 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: 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: 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

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.

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.

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

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.

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: 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: 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

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

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: 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: My refrigerator recently froze up and stopped cooling properly. They sent out a repairman that peeked inside briefly, but said that there was too much ice. He left the doors open to thaw it out and said he would be back to look at it.

I then get a call from Choice and they state that the fridge was not repairable and tell me that they were giving me $389 to replace it! This fridge cost nearly $3500 new. I was told that I didn't have a choice. If I wanted to have a second opinion, it would be at my cost. The repairman never came back to give me a first opinion! $389 would barely cover parts from what I am hearing. I didn't take the money, because I feel like I am being scammed.

I also learned that I was suppose to be stuck in a contract and would have pay a penalty to get out. I was never advised or consented or signed anything to allow this. They also debited money out of my bank account without my consent or knowledge and again my signature. I only consented to a one time debit and was under the impression that I would be billed monthly. I had to borrow a fridge now because I can't afford to fix it or replace it myself.Desired Settlement: I would like a fair amount, so that I can actually replace my refrigerator. New refrigerators begin at $1500 and go up sharply from there.

I just ask that you provide what the warranty contract states. Either a repair or a replacement at your cost.

Thank you

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 have reviewed your claim for your unit and we do see that you did in fact accept the cost for the buyout that we offered to you. This is per 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.The records show that we did offer you in lieu of repair for this unit. The authorization was placed for this to be issued to you on 9/29/15 and our checks take 30 days to process. We offered you this amount due to the fact that the diagnosis from the technician was stated that the unit has multiple failures and could not be fixed.You are welcome to have a second opinion and have them provide a diagnosis to us. If you do not want the funds that we have provided, we ask that you call us to have them cancel the funds before they leave our company.Also, please refer to your policy Section L. Cancellations that states that if you chose to cancel the policy you are charged a $50 administrative fee and you are responsible to pay back any costs that we had spent. You are only permitted a full refund within the 30 days of signing up with our company. Please see our policy Section L. 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. 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 do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

Per the last conversation I had with the supervisor, account is on hold. I expressed that I didn't want the money if all they could send was such a ridiculous amount and expect me to actually buy a refrigerator with $389! They offered to let me out of contract and that is when I said that I wanted to check into things and not make a decision. That is the first time anyone said anything about a binding contract or auto debits out of my account. I never approved of either. Being dealt with like this is like being slapped and then being told you had the right.I just want a just amount to buy a fridge!

Business

Response:

Per your conversation with the supervisor, the funds were sent to you and authorized on 10/18/15, per our policy Section F. Limitations of Liability #16 states that “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.”CHW cannot offer any further funds for this claim as this is the amount that we have already sent and was agreed upon. Our offer to you is to send us the check back and once we receive it we can provide you a full refund. CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

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: 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 have all GE profile appliances color stainless in my kitchen and my microwave (over the range) had a problem with the touch pad. The cost to replace the touch pad was $700.00+ with labor and I can purchase a new microwave for about $600.00. Choice Home Warranty refused the repair (which I totally understand) and offered me $200.00 for a replacement microwave. The policy from Choice Home Warranty is as follows (This is directly from their contract) “We are responsible for installing replacement equipment of similar features, capacity and efficiency, but not for matching dimensions, brand or color” .. so they offered me a White Hotpoint 1.6CF Model #: [redacted] (which I refused). The microwave that I have is a 2.1CF in size so according to their warranty you receive a similar capacity and yet it appears that 40% smaller is similar enough to Choice Home Warranty. This is totally unacceptable and needs to be corrected as soon as possible. I did reach out to Choice Home Warranty 1st and I was told that someone would work with me .. now 3 weeks later and no response. The lack of service and ability to deal with the consumer is totally unacceptable.Desired Settlement: Replace my microwave with a similar size, color and manufacturer or at a bare minimum offer a FAIR replacement cost and not some generic replacement cost.

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 [redacted]Upon review of your claim for your microwave, we do see that CHW did provide you with a check in the amount of $225.00. We did however offer to replace the unit and on 1/19/16, we received an email from you stating that the unit that we offered to replace the one that you had was not “even close” to what you wanted or had. Please review our policy Section F. Limitations of Liability #9 states that CHW is not responsible to provide the same dimensions, color or model that you originally had, we will replace with one that has similar features. Per your request, we did authorize the funds to you on 1/19/16 and our system takes 30 days to process the checks. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.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