Choice Home Warranty

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

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

Review: On July 28 choice received a claim for a broken fridge which had rushing water being leaked onto kitchen floor. Had to call three vendors after claim to get help to shut water down from leaking. Vendor could not come until next day at 12:30. No emergency service. I attempted to catch water from freezer in a bucket since they offered no other service. Next morning kitchen was flooded to family room. Vendor cancelled service at 10:00 am for service for 12:30 due to emergency. Called Choice and they sent another vendor at 4:00. Water line was unhooked but could not stop water they placed line in a cooler to catch it. Ordered necessary part . Had to call vendor and choice weekly and still no completion of service August has past and still no completion only numerous of promises broken. Sept. They send second company but did not share diagnostic and part needed to vendor. Therefore started claim from beginning another 2 weeks and I had to call again for service to be completed. Sept. They put in the new part but fail to replace water line. Company states they need authorization from Choice. Finally they arrive 9/17 to secure line and restore water to ice maker,but they break the shut off and need a plumber authorization. Can't send plumber until 9/22. Checked my basement on 9/19 and water running from line onto flooring and carpet in living area. 5 calls later from me and my insurance company to get them to okay me getting them to come ASAP which will be maybe 5 pm. And then it still won't be completed until hopefully on the 22nd of Sept. I wanted to drop their services after the poor service in July but they have drug out this claim and I am unable to drop until they complete the job. However they are still receiving monthly payments without customer satisfaction.Desired Settlement: Refund of monies payed for contract. A refund for prolong service and damages and time

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 refrigerator. Our records indicate that CHW gave the assigned service provider authorized to make repairs on your unit. 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:

They are responsible for selecting the contractor that are suited for their company. The contractors are their sole responsibliity since the customer has no say in who is elected to complete the repairs for their home. They should contract with reputable contractors that meet their high standards and promote the expectations of Choice Warranty. When they don't they need to release the contractor and immediately find a suitable alternative or allow the homeowner to select their own contractor and pay that contractor directly. Allowing a customer to go without an appliance that is necessary for basic needs for more than 2 months and to continue to charge them their monthly fee without any service of satisfaction to be rendered is appalling to say the least. I can not get back the time I spent on the phone away from my family, the time missed from work, salary missed from work, the inconvenience of having other to sit and wait. A full refund of service charge, monthly charges for Aug, Sept and Oct. along with monies paid to contractor due to a emergency no reply for the entire weekend.

Business

Response:

We apologize for the frustration that this claim has caused you. Although CHW policy states that we don’t cover emergency service fee costs we were able to set you up with a service provider that can service your unit the next day. Upon diagnosis the service provider stated her unit needed a new fan motor and saddle valve. CHW authorized repairs to be made. Upon further diagnosis the service provider stated that the unit needed a water fill valve which we also authorized. It was brought to our attention that while making repairs the service provider broke the saddle valve which caused the consumer’s fridge to leak. Although CHW policy states that we are not liable for technician negligence, we reimbursed the $180.00 to get the issue resolved.We have placed a onetime free service fee on your account to make up for frustration you have encountered.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: We purchased a home warranty and had an issue with our central air freezing up. we called the warranty company and they sent out a technician who performed a leakage test that was electronic but that was not satisfactory to the warranty company. They wanted a nitrogen test. The technicians said it was not necessary. So I complained and they said they would do the work without a nitrogen test but now are saying the air conditioning has not been properly maintained. We have only lived here for two years and we had it serviced once. She said I refused the nitrogen test and I am saying she is a liar. We had two different technicians come out and both said the nitrogen test was unnecessary. I am getting totally different stories from the technicians than the employees of Choice Home Warranty. It says in the booklet we received that normal wear and tear is covered.Desired Settlement: I want a new unit and a new coil installed at no charge to me. That was the assessment of the last technician that checked our system.

You need to honor 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 [redacted] . We regret your frustration with the outcome in regards to claim #[redacted], for your air conditioning system. Upon diagnosis the first technician stated that after doing an electric leak test, he detected Freon leaking from the coil. CHW requested you get a nitrogen test to verify that there were no other leaks on your system. A nitrogen test is more accurate than an electric leak test. You refused to get a nitrogen leak test. Upon diagnosis of the second technician, it became apparent that you unit was not only leaking from the coils but from multiple places showing a lack of maintenance of the system. CHW requested that the you submit records to ensure that the unit was maintained properly; to date however; we have not received anything. 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 name is [redacted] I purchased your warranty for my home. And I have to let you know your company has a very rude customer service representative. My water heater went out I call to get it replace to only find out that the representatives I spoke with was not only rude to me and my husband but also to the technician that came out.. He said he was the highest next to the board of directors.. I have not had hot water for 5 days now to only find out that it is not cover, even though my paper work says it does. I have only had this company for 5 month I paid 1,125.. And you lost a customer because you would not help me out here. I have little kids and we are having to shower with cold water in winter how would you feel if you had to do that every day because the company you paid all this money to will not honor there word like they said when they begged you for the business. Then once I cancel the policy they kept 500.00 wish is not right I never had a claim and only had the company for 5 month. You can not tell me that 100.00 dollars a month to do nothing for me is right. In that said I will be contacting the Revdex.com and report this company as a fraud unless you are whiling to do something to make this better.

Sent from my iPhone

Sent from my iPhoneDesired Settlement: I would like either for them to replace my water heater or to give me what I paid for the insurance I never used..

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your water heater, I do see that this is not a covered claim however I do see that CHW did offer to provide you with a goodwill gesture in the amount of $400 that you refused.Please see Section D. Coverage # 6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except: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.In addition you had chosen to cancel your policy with us and have received the pro-rated refund. We urge all customers to read the policy within the 30 day grace period that you are given to ensure that all units are in proper working order. Customers are provided this time frame to read the policy, ask questions and cancel if they so choose for a full refund. We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]I am rejecting this response because:When I purchased the warranrty I received a little booklet in the mail that said appliances And it goes thru a list of the applicace but not one time does this booklet say anything about things that are not cover had I know this I would not have gotten the Ins. No normalperson would agree to such a policy that would would not cover the drum, only the inside of the water heater and for you to say you offer me 400.00 dollars as a goodwill when the water heater man said it was goingto cost 725.00 which mean had I not only paid 1,125 or the insurance but I would also had to pay for the finish of the repair to my water heater. For that I could have kept my 1,125 and bought my own water heater.this company doesn't care about nothing other than, making the money and once you need to make a claim they will find a way to deny you so that you will have to pay for your own repair. Regards,[redacted]

Business

Response:

[redacted],If you go through that booklet and you see Section D. Coverage you will see all the appliances and you will see exclusions underneath them also you will find Section F. Limitations of Liability and please review this section, it goes into detail what we cover and what we don't as well. A new water heater from a Lowes or HomeDepot will run about $300-$400 that does not include installation. That is why we offered you this amount. We do ask that you read the policy.Thank you,CHW

Review: I have a water heater leaking. I called a plumber and he said it needed to be changed out. I called Choice Home Warranty and told them the problem that the water heater was leaking. They called out Star 5 plumbing, which cost 45.00 per home warranty. He called Choice Home Warranty and was told the water heater tank was not covered, because it was the tank that was leaking. The main component of a water heater is the tank which was leaking. I paid the 45.00 and he left. I called back Choice Home Warranty, and they said the tank was not covered and not under warranty. When they specified water heater and all components are covered, I took that the mean the whole water heater which is the tank. When they say storage tank is excluded, I took that the be an extra tank which I don't have.Desired Settlement: Replace the Water Heater and all components like the Warranty implies, or a cash for replacement cost.

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 policies I do see that CHW has been able to assist you in the following claims: For Policy [redacted]:Claim #[redacted] for your Heating SystemClaim # [redacted] for your Water HeaterClaim # [redacted] for your Garbage DisposalFor Policy [redacted], we were able to assist you with the following claims:Claim # [redacted] for your WasherIn regards to policy [redacted], claim # [redacted]; unfortunately, CHW does not cover the actual tanks of the water heater as specified in the policy, Section D. COVERAGE 6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.The actual tank has no mechanical function expect to hold the water. Choice Home Warranty does cover the actual elements that heat up the unit but again, not the actual tank itself.We do apologize for any inconvenience that this claim has caused you.Best regards,CHW

Consumer

Response:

I am rejecting this response because: G. MediationIn the event of a dispute over claims or coverage you agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claim. The partiesagree to mediate in good faith before resorting to mandatory arbitration in the State of Nevada. I hope this safisfies the mediation clause in your contract.Furthermore you have not addressed the fact that your contract states

6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts,Therefore, I contend that you can't exclude the Tank of the water heater because the tank is the water heater. I believe the exclusion would be for any extra holding tanks.

Regards,

Business

Response:

Please continue to read the rest of the exclusions to the Water Heater Section in our policy where it states MAIN HOLDING OR STORAGE TANK. We do have tank as an excluded part because the tank is the vessel that the water is held in. It does not do anything other than hold the water. CHW covers the heating elements that heat the unit up the unit. Section D. COVERAGE 6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except: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 heatersI do apologize for any confusion as to the coverage of this claim but CHW does not cover the actual tank and we also do not cover any part of any unit that has failed due to rust or corrosion. Regards,CHW

Review: When I signed up for Choice Home Warranty back in February 2013, I paid for the whole year up front so I wouldn't have worry about that payment the rest of the year. Since they only covered 1 refrigerator per household and I had 2 of them I paid extra to have them both covered in case anything happened to any of them

On or about April 2013 after I had the the warranty service a few months, we had a power outage due to a storm and some of my electrical plugs stopped working. I called Choice Home Warranty and they had an electrician out the next day. The first thing you have to do is pay the $45.00 co-pay up front before they even evaluate the problem. After assessing the problem and the electrician calling Warranty company for approval to start repairing my electrical problems the technician came and told me that Choice Home Warranty denied the claim. I was at a loss for words and didn't understand why and they gave some lame excuse that the wiring was old. I had my whole house rewired in 2000 I didn't know I had to rewire every year in order for this warranty to cover. I will have to pay another electrician to fix my electrical problem when I am able to afford it.

In June My washing machine stopped spinning so again I called Choice Warranty They sent a tech the next day and again the first thing they do is charge the $45.00 Service fee or they wont do nothing. The tech assessed the problem, called Choice Warranty for approval to repair at first they were going to deny the claim because they were trying to say the machine was old but the technician told them it wasn't that old. and I asked to speak to them. I said "really" this is a front loader, fortunatly I had the receipt of the date of purchase under 5 years they went ahead and fixed the machine.

On August 29, 2013 I AGAIN called Choice Home Warranty because my Central A/C wasn't cooling.. They sent a contractor for the evaluation like usual, The Tech informed me that the mother board needed replacement Which basically meant the whole inside unit need to be replaced. This was going to be a major Job so guess what? I was denied the claim because of "pre-existing conditions".

On September 2, 2013 I decided that Choice Warranty was a fraud and looked for any reason not to pay a claim so I canceled and requested a refund on the unused portion of my warranty which is 7 months because they give 1 month free, I had 13 months of Coverage instead of 6 BUT all I expected back was half. Today October 14 2013 I called the company wondering when my I was going to receive my refund check and they told me I have a $0 refund...I argued why, I didn't use your policy for the whole year. He told me that they have to recuperate the $160 they paid to fix my washer and there is a $50.00 cancellation fee. I told him they are wrong because if I would not have paid the entire thing up front not knowing their company was fraudulent I would not have lost the $200.00 that I feel they owe me. I paid a total of $401.25 for the entire year. I had it 6 months I expected $200 refund. They don't see that I lost out when they denied my claims 2 times $90.00 that I paid to the techs up front + the $45.00 I paid when they did fix the washing machine

When I signed for this warranty service, I was told they didn't care about how old the house or appliances were because they give coverage regardless of that and the only requirement was having one month of waiting period if you didn't have the house under coverage by another company at the time. I truly believe this is fraud and this company needs to be investigated for its unlawful practices. Please be careful and do not make the same mistake I did. I wish I can find a government agency that could help me with this situation. I am looking for help!!!Desired Settlement: When I first cancelled on September 2nd I spoke to a person named [redacted]. He tried to keep me from canceling but I told him I dont want their service anymore since they dont pay many claims. He said he would get back to me..On September 25th I called again and they barely started the refund process that day, I told them to back date it to September 2nd when I first called to cancel. I had not clue they were going to deny my refund also..They owe me a refund that they refuse to pay. If I had chose to pay month to month I would of canceled and no money would of been owed to me But ince I chose to pay the entire year up front they are finding ways to keep my unused portion of the warranty.

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 .

Thank you for taking our call today. As discussed, we are willing to process a refund in the amount of $200.63. This is the full amount you have requested,

and a check will be mailed to the address we have on file for you. Please allow up to 30-days for delivery of your refund.

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

L. CANCELLATION

This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold

by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within

the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by us. This contract shall be

non-cancelable by us except for:

4. Mutual agreement of us and you. If canceled after 30 days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term,

less a $50 administrative fee and any service costs incurred by us. All cancellation requests must be submitted in writing.

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

The details of your situation are not representative of the normal Choice Home Warranty customer experience. Please accept our apology for any trouble or inconvenience this has caused.

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

Sincerely,

Choice Home Warranty

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I signed up for the service in July. I filed a claim in late September for a new issue with my washer dryer. They denied the claim based on prior existing condition. I have two issues with this:

1. This problem did not occur prior to when I signed up for the service. As explained to me, the service covered any damage that arose during the contract term regardless of the age of the appliance. On the phone, they provided no evidence that the condition was "preexisting" and simply rattled off terms of the agreement that excludes preexisting condition.

2. I cancelled my service immediately. They refuse to fully refund the prorated amount because they say I not only owe for the month that I was receiving "Service"- $30 but also a $50 cancellation fee AND I have to reimburse them the amount that they paid the technician to diagnose this "preexisting condition" of $55 PLUS the copay amount for the technician $45. I am double paying for everything. The most I should have to pay is $30 for the month of so-called service. I should be reimbursed everything else of the $1050 that I paid.Desired Settlement: I request a full return of the amount owed. They owe me an additional $195.

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 request we are processing an additional refund in the amount of $150. This is the balance of your paid yearly premium of $1,050.00,

and what has already been submitted for reimbursement ($900). This will result in a full refund of all fees paid to Choice Home Warranty and will

be processed back to the credit card we have on file for you.

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

L. CANCELLATION

This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer.

This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order

date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by us. This contract shall be non-cancelable by us except for

4. Mutual agreement of us and you. If canceled after 30 days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50

administrative fee and any service costs incurred by us. All cancellation requests must be submitted in writing.

[redacted] Please note that we have waived the $50 administrative fee. [redacted]

The details of your situation are not representative of the normal Choice Home Warranty customer experience. Please accept our apology for any trouble or inconvenience this has caused.

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

Sincerely,

Choice Home Warranty

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept the refund of the $1050. I would request to further be reimbbursed for the $45 I gave to the service technician who did not provide me with an actual proposal for fixing the problem.

I paid for a diagnostic but did not receive it. I paid $45 for nothing.

Regards,

Review: On 7/10/15 I contacted Choice home warranty because my heat pump was not blowing cool air. They provided me with a claim number [redacted] and dispatched the technician from T&C Xtreme Air Inc. The technician arrived at my home on 7/12/15 and determined that all the freon had leaked out. He did a leak check on 7/13/15 and found that the coil was leaking. On 7/27/15 I was notified that Choice would not authorize the repair due to poor maintenance. When I asked what they meant by "poor maintenance", they said I had to have the unit serviced on a regular basis. I explained to them that the unit was checked out on 5/18/15 when I had a clogged drain pipe and I contracted with their technician to maintain the system. At that time he said the unit was in good working order and he would come back in the fall to service it before we switched over to heating. The supervisor in claims would not accept that it was not a maintainence problem and refused to authorize the repair or replacement of the unit. I have heard from other technicians that Choice home warranty will deny any high cost repair claim, but this is the first time I have experienced it personally. I believe that thy are dealing in bad faith with this claim.Desired Settlement: I want my heat pump repaired or replaced by Choice Home Warranty as promised in their advertisement and brochure.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, I do see that CHW has assisted you with $978.78 worth of approved claims. In regards to your Air Conditioning unit, you stated that the last maintenance was done on 5/28/15 with our technician, this is not considered to be maintenance as CHW doesn’t cover maintenance work, we authorized the unit for repair. You had a repair completed on your unit at that time. The unit at that time was able to be fixed and the tech was able to have it back and running for you. You as the customer are supposed to have the unit maintained per the manufacture specifications. As stated in our policy, in Section F. Limitations of Liability # 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.For you to put bleach into the system to clean it would not be considered maintenance from a licensed technician. We do apologize for any frustration that this has caused you; we do look forward to assisting you in future claims. As per our policy, this claim would not be covered.We thank you for your feedback as it helps us improve as a company.Regards,CHW

Review: Choice Home Warranty (CHW) has failed to honor the warranty service. Here are the details:

3/16/15: I had a problem wit hleakey tub shower. I called CHW and requested for service.

3/17/15: CHW sent a technitian to diagnose the problem, and he determined that the valve for the shower need to be replaced. He also recommednded that the complete bath fixture (cost about $180 need to be replaced as the control [redacted] is a older model, and quoted about $930 to CHW for the complete work. There was some conversation between CHW tecnical experts and technitian, and CHW didn't agree to award the contract. Per the agreement I paid $45 to the technitian for 'visiting fee'. The contention was CHW was not going to approve replacing complete bath fixture. I told CHW that I don't need fixture to be replaced. I spoke with Dane, Arkim, Paul and Meisha. In subsequent follow-up with CHW I was advised to get second openion from another plumber.

3/18 - 3/27: I contacted several local plumbers and finally Bella Maintenance came to my home and confirmed that I need to replace 'valve for shower' and nothing else.

4/2/15: Repair work was completed at a total cost of $ 402.95 (Parts = $82.95; Plumber charges = $320.00).

4/6/15: I contacted CHW and spoke with Regina - she said that CHW would pay only $200. I refused their offer as I spent more than $400. Regina transferred the phone to Mark - he advised me to send the detailed receipt and invoice.

4/14/15: Spoke with Regina - she again reiterated that CHW would pay only $200. She transferred me to Jose, who told me that he would discuss reapiar details and cost breakdown with the plumber.

4/15/15: Spoke with Arkim - He wanted me to confirm Plumber's number again.

4/20/15: CHW left me a message to call them - I spoke with Meisha. She told me that they were still trying to contact plumber to get details. I told her that CHW is unnecessarily delaying me the payment, and I will be contactin gRevdex.com to file a formal complaint.Desired Settlement: Payment of $402.95 towards cost of repair

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 we do see that we were able to assist you with the following claims:Claim # [redacted] on 12/26/14 for your MicrowaveClaim # [redacted] on 07/12/14 for your RefrigeratorClaim # [redacted] on 03/03/14 for your DishwasherClaim # [redacted] on 01/16/14 for your Refrigerator Claim # [redacted] on 11/10/13 for your Dishwasher Claim # [redacted] on 11/10/13 for your RefrigeratorWe are very sorry that you were not satisfied with the Goodwill offer that we were going to provide to you for your Plumbing issue. Per our policy, plumbing systems do have exclusions and cartages’, fixtures and faucets are to name a few that you had an issue with. Please see Section D. Coverage8. PLUMBING SYSTEM/STOPPAGEINCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s grade as necessary), toilet wax ring seals - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps - Built-in bathtub whirlpool motor and pump assemblies - Stoppages/Clogs in drain and sewer lines up to 100 feet from access point. Mainline stoppages are only covered if there is an accessible ground level clean out, except:EXCLUDED: Stoppages and clogs in drain and sewer lines that can not be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets - Cost to locate, access or install ground level clean out – Slab leaks - Polybutylene or Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms - Baskets and strainers - Popup assemblies - Bathtubs and showers - Cracked porcelain - Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain mechanisms - Sinks - Toilet lids and seats - Cabling or grouting - Whirlpool jets - Whirlpool control panel - Septic tanks - Sewage ejector pumps - Water softeners - Pressure regulators - Inadequate or excessive water pressure - Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits - Holding or storage tanks - Saunas and/or steam rooms. The offer that we were going to provide you with was for the cost of the valve that we would have covered. Unfortunately, the other issues were non-covered. Our offer still stands and we will be happy to provide you with the reimbursement of the valve $200. Again, the cartridge issue is still exclusion to our policy.We thank you for your feedback as it helps us improve our policy and our customer experience.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

The two shut-off valves, which feeds cold and hot water to the shower were also replaced at $80. Why this is not covered?These shut-off valves are necessary to shut-off water to the shower so that teh vslve for the shower be replaced.I would rather had CHW paid $900+ to their own plumber rather than me going through this hassle and wasting Revdex.com and my time.

Review: On Monday, May 29th I filed a claim with Choice Home Warranty re: a slow bathtub drain. I was told that it would be fixed. The problem occurred the prior week, on Friday, May 26th. The company believes that the problem was a pre-existing condition and mis-quoted me in their files as having occurred about 1 week prior. As a result they won't fix the drain, even though they stated that it would be the day before.Desired Settlement: Issue a refund for the $425 policy fee. Since the contract doesn't appear to work well and the company already has 772 active complains with the Revdex.com, I prefer a full refund.

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.

Per your request we have refunded $425 back to your card on file.

Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I filed a claim on my micorwave. A technician was dispatched and told me that the magnatron was bad and that it could not be fixed. I then got call from Home Choice stating that my claim was being denied because the damages to the micorwave were due to arcing. There was and never has been any arcing in the microwave and the technician told me that arcing did not cause the failure yet the warranty company comtinues to state that it did and they refuse to cover my claim.Desired Settlement: I want Home Choice warranty to honor thier agreement and replace my microwave.

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 Microwave. Upon diagnosis, the service provider stated that the unit failed due to arching. CHW has confirmed with the service provider numerous times that the unit did in fact arc. Unfortunately, CHW policy does not cover failures that are due to arching.Please see below:D. COVERAGE9. BUILT-IN MICROWAVEEXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.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: CHW has falsified the statement from the service provider and is not being trueful in there efforts to resolve this problem. In fact CHW has exclusions in place for the sole purpose of being able to deny claims, CHW claims to offer a comprehinsive home warranty when in fact they offer a policy full of exclusions and unethical tactics, I demand that they replace my microwave or refund the $135 I have paid to them.

Business

Response:

I have gone through the billing in your policy and it shows that you had made only 2 payments in the amount of $43.75 for 2 months. CHW is willing to refund you your policy in full as you have requested. We are unable to refund you any Service Call Fee's that you have paid for due to the fact that they were not paid to CHW and to the tech. Please contact me directly and I will send you the proper paperwork to retain your full refund back and cancel your policy.Thank you,

I should have done a better job in checking customer reviews. Consistent with virtually every other complaint, this company is slow in responding to a claim and then does everything to deny the claim. I made 2 claims in 3 months and both were denied.
Their methods of communicating/vendor refferalls are horrendous.
Anyone who does business with this company is setting themselves up for heartache! This company is a sham. I'm not sure that they do anything they advertise other than taking people's money.

Getting a Choice Home Warranty was one of the best decisions we've made concerning our house. No what goes wrong, and something always eventually does, they send someone to fix it.

Stay away from this company! Consistent with other reviews, they will find some way to deny a legitimate claim. They even refused to reimburse for a mechanical repair which they admitted was covered when it occurred. They insisted on a detailed report from a contractor, duplicating information I had provided to them, and then claimed the item was not covered. The practices described in the consent decree reported on this site are still going on. Stay away!!

Review: I had bought this service. I had called them for a repair. They sent out a technician and they took apart my dishwasher. And they also worked on my dryer. The original technician did not follow through with repair. They had to dispatch a different company to finish. I asked multiple times for the original technician to come out and put my dishwasher back together. They reassured me it would be. I have called at least a dozen times and no resolution. Now they tell me they are not liable. And won't take care of it. Choice warranty does not stand up for there serviceDesired Settlement: Want my dishwasher fixed. Or a refund

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to your dishwasher claim. However, we are glad that we were able to resolve the issue for you. Per your last conversation with CHW, we have authorized a check in the amount of $100.00 to be sent out to you towards the repair or replacement of your dishwasher in resolution this complaint, 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 DOES NOT HONOR MAJOR REPAIRS TO A/C UNITS. MY COIL WENT OUT AND INSTEAD OF AUTHORIZING REPAIRS, CHOICE WARRENTY STALLED FOR TIME FIGURING OUT WHAT LIE TO TELL ME WHY THEY WILL NOT AUTHORIZE REPAIR. THIS COMPANY PROCRASTINATED BEFORE I GOT A ANSWER FROM THEM. THEY ARE NOT TO BE TRUSTED WHEN IT COMES TO MAJOR REPAIRS. THIS COMPANY IS DANGEROUS!I ALSO NOTICED THAT THERE ARE MANY COMPLAINTS THAT ARE VERY SIMILAR AGAINST THIS COMPANY.Desired Settlement: THE COST OF REPAIRING MY UNIT $1800.00

Business

Response:

Dear Mr.[redacted]r JR.

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:

[redacted] on 8/27/2011 for your Microwave in the amount of $131.78

[redacted] on 12/7/2011 for your Heating System in the amount of $171.33

[redacted] on 3/14/2012 for your ceiling fans in the amount to you $70.00 to the vendor $105.00

[redacted] on 12/02/2012 for your Air Conditioning System in the amount of $55.00

[redacted] on 6/01/2013 for your Air Conditioning System in the amount of $227.50

I do not think that your statement is very true when you said that CHW doesn't cover any major repairs, our records show that we have paid out $760.61 for your claims throughout the time you had your policy. I do apologize that you are frustrated with this claim for your AC and as we explained to you, we cannot cover any unit that has a leak as yours did. Our Service Provider lrt maint came to your home and diagnosed your unit. They informed us that. "there is a leak in the evaporator coil." Per our policy, we do not cover leaks of this kind.

I also see that you chose to cancel your policy with CHW. We are very sorry that you are no longer with us as we do strive to help our customers in any way we can as we did for your policy. 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 CHW failed to honor a repair that should be under warranty. First of all, my A/C unit was leaking freon. Instead of recharging the unit, I recommended that the unit be checked for leaks. I was told that I would have to pay for that service, Once that service was performed, the technician called CHW management for authorization, CHW procrastinated on the matter putting everything on hold. The problem was the coil was leaking. I had to wait for a response because the order was under review. A couple of days go by and still no response from CHW. So I call them and they tell me that my unit is not well maintained. CHW claims that dust caused the unit to malfunction. However when the technician called the order in, he reported that the unit was well maintained. I do not appreciate CHW stalling for time just to figure out what lie to tell me so they would not have to pay for the repair. So at this time I will not accept their response because of inaccuracies.

Regards,

[redacted]r [redacted]r Jr

Business

Response:

Dear [redacted]r [redacted]r:

CHW is very sorry for the frustration that this has caused you. Please see our policy at www.choicehomewarranty.com and you will see that we do not cover leaks of this kind. We diligently worked on your claim and we were not procrastinating to find a reason for denial. As you can see from your other claims that you placed and we approved, we are a company here to help our customers. This claim, unfortunately is a non covered item.

We apologize for any aggravation that this has caused.

Best regards,

CHW

Review: I am writing to ask for a complete refund of my premiums ($700.00) on policies [redacted] and [redacted] as well as my out of pocket expenses ($45.00 co pay for [redacted] Plumbing). We are not satisfied with the companies they hire or the service they have given us in the past and it keeps happening over and over again. This has cost me more money for your service than if we took care of things ourselves. The last claim of the clogged drains on policy [redacted] was the final straw and cost me $305.00 to hire a separate company to fix the problem, and a co-pay of $45.00 to [redacted] Plumbing. Choice hired the same no-name company on 10/06/15 and 03/17/15 to go out to my rental property to root the lines out due to back up sewer from roots growing in lines. This has been something that we have had to do every year or two since I have owned my property in 1991. I had to call [redacted] Plumbing to find out what was going on as I did not get a call from them to say what happened and what they found and was told they were waiting for approval to run a camera in the lines $350.00) and bust of concrete (minimum of $1000.00) to get to the laundry lines. I asked her if they rooted out the lines like I have always had done in the past via the two clean outs that were always used and she said no, that the boys that came out didn't know we had clean out lines. If someone would have called me they would have known. She then said that she would have them go right back out to root the lines. Hours later the tenant said no one came back out. I then call Choice again, and was told that its my responsibility to pay $350 out of pocket for a camera and they wont cover it, even after explaining how they didn't do the job they were hired to do. We had to hire [redacted] Rooter for $305.00 ( I have receipt) and they did what they have always done and got the job done. I can not type the rest in here due to character limitation. Choice is not wanting to pay or refund my money and is rude.Desired Settlement: Refund of premiums for home warranty plans as stated above for $700.00 and $45.00 co pay for inferior companies hired to do jobs satisfactorily. I have more documentation and explaination but cannot fit in here.

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 you had your own technician come to your home to assist with the plumbing stoppage that you had. They provided a diagnosis to us that stated that the technician snaked the line 115ft, per our policy, CHW only will snake a line that is up to 100ft. Also, the technician stated that there were roots blocking in both directions. Again, per our policy, Section D Coverage 8 states that we do not cover clogs due to roots.You stated that this was all completed in the amount of $305.00. Also, please read our policy Section L. Cancellations. If you would like to cancel the policy there would not be a refund on this policy as CHW has paid out $386.55 and your policy was purchased at $350.00. As a good will gesture, we will be happy to place a onetime free service call fee under your account but we are not able to provide the funds to you due to the fact that the funds go to the technician for his diagnosis. We will add the service call fee and if you would like to cancel the policy, please contact our Cancellations department and they can further assist you with any other questions you might have.We do understand your frustration; CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

Consumer

Response:

I am rejecting this response because: I have attached the email documentation and the receipt for a company we had to hire to get the roots cleared from the lines in our rental house. I am still asking for a complete refund for premiums we paid on our rental and our primary residence. As stated in my original email to them...I have had my rental house since 1991 and have had to have [redacted] Rooter or [redacted] Rooter go out ever year or two to root the lines out as it is an older property with tree roots that get in the lines. We had to call for a second time within 7 months to have them come back out because there was water/sewage backing up. Choice hired the same company both times. When I called to find out what was going on to the Plumbing company, they said that the techs didn't know I had clean outs, nor did they call and ask. This is obviously what happened 7 mos prior also. We have 2, one in the back year and one in the bathroom. The plumbing company said they would have them go right back out, but that never happened. They also said that I would cost me $350 to have a camera run in the line and a minimum of $1000 minimum to bust of the concrete in the laundry room. I already knew that the reason the problem wasn't fixed is because they did not root out the lines, but only cleaned out the line in the laundry room. When I called Choice about this they were rude and told me that it was my responsibility to pay the $1350 to this plumbing company, even after I explained what I was told by them. I then wrote the letter to them via email (see above) after we had to hire [redacted] Rooter, whom we have had go out in the past to do the job for $305. I am still asking for $700.00 for both of these worthless policies back and the $90.00 I have had to pay for co-pays to this incompetent company they hired both times. I received a phone call from a man that sounded like a gangster after I sent the email stating where did I get off thinking I was owed back my premiums. I told him to not call me again, and to correspond via email only so this could be documented. They look for every reason to not pay, and hire sub-standard companies to work for them and do not listen to the policyholder on any complaints. I had typed this once before and for some reason it did not take. I hope this takes this time.

Business

Response:

CHW cannot provide you with a full refund of a policy that we had paid more out on than you had paid in per Section L Cancellations. Also, per our policy we do not cover failures due to roots with plumbing as stated in our policy Section D. Coverage #8.We would be happy to provide you with a free one time service call fee for your trouble and offer you a goodwill gesture of $100 towards this claim. If you would like to accept, please contact us and we will place the authorization for you. Thank you,CHW

Review: I have paid for a home warranty with HCH Warranty service. On 10/09/15 I was issued a Claim #[redacted]. On Fri the 10th a service tech from [redacted] services was sent our residence at approx 0900 hrs. The service tech checked out the unit for approx 15 min and advised my wife that the unit was fixed. My wife paid our $45 co payment as required.After about 2 hours my wife realized that the ac was still not working properly, so she called the tech back and advised him of the situation. The tech arrived back at our residence at approx 2000 hrs. After about and hour on site he advised me that the reversing valve was stuck and needed to be replaced, and that he would be back in the morning to fix it. On Saturday I did not hear from the tech from [redacted] until 1700 hrs at which time he advised me that the (HC was not open on Saturdays to authorize the repair even though the part was available that day. I advised him that I had a 92 year old that lived in the residence and that we could not go for several days without ac in AZ. The inside temp. of our residence was about 90 degrees. I told him that I would pay for the part if he would just come and get the AC working. He advised me that he was not allowed to do that he would have to wait until Monday for authorization. I then called HCW and was given the same story that it would not be able to be resolved until Monday morning.I called first thing Monday Morning and spoke with a representative from HC who advised me that the part that was needed was not covered. I said fine I will pay for the part just get the service company back out here and get it fixed. On Tuesday 10/13/2015 the same tech arrived at our house at 0900 hrs and replaced the reversing valve. At approx. 1300 hrs the tech advised me that the reversing valve did not fix the problem and that I needed a new compressor. I listened to him speak with the rep from HCW as he advised them that the compressor was bad and needed to be replaced due to failureDesired Settlement: and that the compressor caused the reversing valve to fail. Not 5 min later I was contacted by a rep from HCW who advised me that the compressor would not be covered due to secondary damage. saying that the compressor went out because the reversing valve failed causing the compressor to over work. I told the rep that that was not the case in fact it was the opposite in fact I had her talk to the tech again while I was standing there and he explained it again that it was the compressor that failed causing the reversing valve to not work properly. After talking to several different people and several hrs on the phone they still refused to cover the compressor even after the tech explained it to at least 4 different people that it was the compressor that failed first!

All I want is to get the service I paid for and it states in the contract that the compressor is covered with the cost of the part and labor! I have no problem paying the $99 for the reversing valve and the $45 co pay.

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 was able to provide you with a goodwill gesture for your claim in the amount of $400.00. The technician advised us that the dual cap was bad and needed to be replaced after that was fixed, we see that he had to return to the home and it is documented that the reversing valve was bad and that too needed to be replaced. Per our policy Section D. Coverage #5 excluded is “…valves…”. The second issue with the unit was the compressor and it was again documented that the reversing valve caused the compressor to overwork, over-amp and over –heat. Per our policy, this is considered to be secondary damage and not a covered claim. Please see Section F. Limitations of Liability #19.We do apologize for your frustration with this claim, we are happy that we were able to provide you with a good faith effort to assist with the claim. We are not able to assist with the rest of the claim due to the restrictions of our policy.As an extra good will gesture we can provide you with a onetime free service call fee for your next claim.CHW is in full compliance with the terms and conditions of our policy.Respectfully,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.

I've been completely satisfied with the service I've received from Choice Home Warranty.