Choice Home Warranty

Absolutely so disrespectful and a very poor business. We had to cancel our warranty of 5 years after less than one year of service and they only gave us back 50% of the total amount we paid. This is not a business, it's a scam. They even refused to pay the amount to fix the air conditioning over a technicality that the problem was on the outside of the unit rather than on the inside. This is a horrible business and there needs to be a class action lawsuit.

Even though my dishwasher could not be repaired' the technician did what he could to check on necessary parts and then coordinate the next step with Choice. He was very polite and on time.

Review: This company’s main claim and promise is to sell you their insurance, then after 30 days after you became one of their member, if any of your appliances in your home has a failure such as Refrigerators, washer machines, cook-tops, any many others, they will pay for the full repair or the replacement of the unit if there is not a repair available except for a small 45 dollars amount which has to come out of your pocket. I was able to find out that this company is a big scam, and I found out the hard way, taking my money again and again, and when is time to take care of you, there is a big hand with a huge index finger which comes out from this company’s phone system who says NO, NO, NO we are not fixing or replacing your faulty unit, and thank you very much for all your money very well sent to us.

Late me explain, about 3 days ago my beautiful glass cook-top went out of business, 3 of its burners are inoperable, and I said not a problem, went opened a claim, there was no problem with that, after they opened the fake claim, and after two days waiting time, they sent me a technician, As soon as I opened the door the technician asked me for a 45 dollars cash or check upfront all this happened even before the technician got inside my kitchen where my cook-top resides, No problem I paid the 45 Dollars to the technician which by the way is a legit [redacted] Repair Company, the technician didn’t even diagnosed the cook-top, he just asked me what was wrong with the unit, and I explained him that 3 of the 4 burners went out, then he just concluded that the cook-top was out of business and needed to be fully replaced.

Story short, this was the first time I used the services from this company, I received a call from the technician to call the company, the company then told me that they will not pay because I had a pre existing condition like if they had a bug planted via wi-fi which it will tell them that the cook-top was broken before I purchase the c.topDesired Settlement: I would like the company to honor they agreement and pay for my repairs, or to pay me the full amount of money I paid to a appliance repair company due to the failure to honor my warranty. My cook-top never ever had a problem before, and they have no ground or proof to say that the failure of my cook-top was a pre-existing condition due to the fact that I never ever made a complaint about a failure of my cook-top.

Thank you,

Best regards,

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 policy that began with us on 9/26/15, we do see that you placed a claim for your oven and we did advise you that it was not a covered claim due to the fact that all four heating elements went out and the technician advised us that this was a known or unknown pre-existing issue to the policy’s start date. This would be under Section F. Limitations of Liability #1.You did request a full refund of your policy and CHW had provided it to you in the amount that you had paid for this policy, $67.50. We are not able to refund you for the policy that you had with us prior to this one that stopped 9 months prior to you signing back up with us. The previous policy had stopped due to non-payment and we cannot provide you a refund on a cancelled policy. We again did however provide you with the full refund of this current policy.Respectfully,CHW

Consumer

Response:

I spoke to the Technician and he said that he never advised to Choice Home Warranty that this malfunction was a pre-existing condition, he stated that this was an electronic equipment with electronics parts that can fail at any giving time, and he was expecting Choice Home Warranty to replace the full equipment at no cost to me. Also, I was a member with your company for more than 3 years, and I noticed that you were not automatically withdrawing the funds from my bank and when I contacted you, (Which you never did by the way) my account was already closed by you, and since I trusted you I joined again for coverage, and when it was time for Choice Warranty to cover me, it never did, I feel betrayed and scammed.

Regards,

Business

Response:

[redacted],The fact that the failures were on all 4 burners showed our inside technicians that the unit did not come into the policy in proper working order. This would be pre-existing to the policy start date. That is why we provided you with a full refund of your policy. We are very sorry for any frustration but since we did provide you with a full refund, there is nothing further that we can do for you at this time. Thank you,CHW

Review: Choice Home Warranty Claim

I had an electrical issue with my home A/C unit. According to the technician assigned by Choice Home warranty the electrical issue caused some components to burn. Choice Home Warranty is now claiming that a fire caused the damage and their policy does not cover fire damage. I called them and spoke to 2 representatives and 2 Managers (Sam and Kyle) neither wanted to give their last name, and questioned the decision to deny the claim. Both said the damage was caused by a fire and it is not covered. I totally understand if the damage was caused by an external fire, this is not the case though, in this case the fire was a result of an electrical issue. I attempted to explain the logic to both the managers with no success. I then proceeded to call the technician that looked at the A/C unit and he told me in no uncertain terms that the damage was not caused by a fire, the fire was a result of the electrical damage. I requested he call Choice Home Warranty and explain to them what he found from his professional point of view.Desired Settlement: Repair my AC unit

Business

Response:

I do see the confusion and I have left you a voice message. CHW doesn't cover failures that are a result of a fire but you are stating that this is not the reason for the failure. I have requested that CHW cover this claim and do need to find out if you have had it repaired already or if we are to use our technician and authorize the repair. Please respond to us as soon as possible and I can place the authorization and reach out to the tech if needed. I have documented the notes and you can reply to me at [redacted] or you can speak to any of our reps as they are aware that this will be covered.Regards,

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,

Terrible customer service. Always giving you attitude. Tech lied about claim submitted. He stated all these thing were wrong with my unit but never turned the unit on. Now Choice Home warranty is taking the side of the tech. I am out $120 for a tech to come write model numbers down and write a false diagnostics down, in my opinion insurance fraud. I just want my service call fees back. The customer service rep was extremely aggressive and rude. They never call you back like they are suppose to. They do not have the best interest of their clients. spent $369 for my warranty, $120 for a tech to come out, and nothing has been fixed or attempted to be fixed.

Review: My wife and I several years ago had a contract with this company and they refused to honor in either fixing or replacing the item. I thought that would stop their harassment of us. Within the last three weeks, they have continued to call and call us about a new contract. I have told them we are not interested and the reason why. They continue to call. They say they have taken our name off their list over 50 times. Today when then called 5 times I asked for a supervisor. They refused. I called again and was told that the supervisor took out name off. Immediately they called us again. I asked for their Co-Owners Victor [redacted] and Victor [redacted] to report this continued harassment. Their people continue to violate the Federal Patriot Act by not giving a "legal" ID when they answer the phone.Desired Settlement: I demand this company stop immediately the continued harassment of our family and stop calling us. I would like this company to re-evaluated their previous refusal to pay for damages when we were clients before we take further action against them. I demand that Mr. [redacted] and/or Mr. [redacted] call us personally to apologize for the harassment we experience from their so-called company.

Business

Response:

I do apologize for the calls that you have received, I have requested that the IT department take the number out of the system. It may take a few days for the calls to stop but I can assure you that they will. I work in the President's office and have advised both of the issue that is going on in case it is a glitch in our system.I do appreciate your feedback on this situation and if you should ever receive any further calls or emails, please contact me via email and I will take care of it as soon as possible.

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 but ONLY IF THE CALLS STOP IMMEDIATELY. Their staff and supervisors have told me the same thing over and over and over again or else I would not have filed a Revdex.com Complaint. Time will tell if theykeep their promises. I doubt that they will. Once a scam artist, always a scam artist!

Review: I signed up with them a little over a two years ago and been paying my monthly premiums om time. Anytime I have an issue that needs a repair, all I get is excuses.

I called them five days ago and reported a leaking drainage,a faulty sump pump and a copper pipe line that is seeping water, after five days, they sent me a plumber at the cost of $45 (service cost fee) .In less than thirty minutes after his arrival, he told me that choice home warranty has denied all three claims because,

1) the pipe line is not leaking water, the water is just seeping and unless water is dripping, it is not considered leakage. although you can see water seeping out and lots of corrosion on the copper pipe line.

2) Initially they told me that sump pump is not covered under my plan, I then went ahead and read the portion of my contract where it states that sump pump is covered, he then changed his statement telling me that my contract covers only permanently installed sump pumps and mine is not. I told him that my sump pump is permanently installed, he then changed his statement again and told me that mine runs on electricity and they only cover sump pumps that runs on water. And on the agreement paper, there is not a single statement that tells you which kind of sump pump is covered and which one is not.

3) I signed up for the total coverage which includes plumbing systems ,drainage systems and plumbing stoppages and it goes on to say that all my plumbings and drains are covered up to hundred feet of access point. The plumber told me that anything underneath my foundation is not covered and refused to touch anything and in addition demanded $45 as a service call.

Please , this company is out there ripping innocent people off and I feel like I have been taken advantage of and something needs to be done to get my issues resolved. Attached is a link to over eighty five people who have been deceived by this company

http://www.ripoffreport.com/r/Choice-Home-Warranty/Edison-New-JerseyDesired Settlement: I want this company to repair these three plumbing issues I'm having. I have paid them too much money over the years to be treated like this.

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:

[redacted] on 5/8/12 for your Plumbing Stoppage in the amount of $100.00

[redacted] on 5/8/12 for your Plumbing System in the amount of $140.00

[redacted] on 6/29/13 for your Electrical System in the amount of $100.00

We are very sorry with the outcome of claim #[redacted] for the Sump Pump, per our policy the Sump Pump is an extra coverage that you did not purchase. Please see Section E. OPTIONAL COVERAGE (Requires Additional Payment)

4. SUMP PUMP

INCLUDED: Permanently installed sump pump for ground water, within the foundation of the home or attached garage, except:

EXCLUDED: Sewerage ejector pumps - Portable pumps – Backflow preventers – Check valves - Piping modifications for new installs.

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: I did purchase the total package which covered plumbing system and blockages including sump pumps ( I can fax over a copy of the contract stating that sump pump was covered under my contract). The first guy I talk to even told me that I do have a sump pump coverage but not the kind that I have. The kind of sump pump I have is the same as those in majority of households, and this was even confirmed by the plumber.He told me the kind of sump pump coverage I purchased runs on water and mine runs on electricity, which I considered as a bogus excuse. The only additional coverage which wasn't included in the total package was limited roofing which I also bought.

2) I reported three claims, number one was the sump pump, number two was water coming out from the drainage under my basement floor.anytime I turn on water in my kitchen, the water just floods my basement floor. The plumber told me that choice home warranty do not cover any plumbing nor drainage that is below or under the basement floor inside a house, which is not true because there is no where in my contract that states that. My number three claim was a copper pipe line that runs on my basement ceiling that runs from my hot water tank the my basement bathroom which is turning green showing signs of corrosion.

And lastly, I have never ever had three service calls from choice warranty, only two, and it was a leaking spigot connected to my clothes washer and a clogged drain.the last time I called for an electrical problem, nobody showed up and since it was an emergency, I had to pay an electrician out from my own pocket and choice home warranty couldn't even make any effort to reimburse me.

Please take your time to read the attached link and you will know how crook this company is.http://www.ripoffreport.com/reports/specific_search/choice%20home%20warranty<...⇄ />
Regards,

[redacted]

Business

Response:

Dear Mr. [redacted]:

I have printed out your policy and have mailed it to you. I have it listed that the only extra coverage you have on your policy is ROOF LEAK. If you could please verify the policy number that you have with us I can look into this further. The policy that I have listed for you is [redacted].

If this is not your policy, please advise me and we can look into this matter further. As per the leak and corrosion, we do not cover any type of leaks or corrosion in the home. Please see our policy Section F. LIMITATIONS OF LIABILITY

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.

Also, if you would like to see CHW status please go to Consumer Affairs and you will be able to see the truth about CHW. We are very sorry that you feel as though we are a scam, our company follows all of the policies that we post on our website. Please feel free to view this at www.choicehomewarranty.com/useragreement.

Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted]

Choice warranty is not answering questions to my issues, they're giving irrelevant answers to my complaints

First, I called and reported a sump pump the wasn't working, they told me that they only repair permanently installed sump pumps, I then told them that my sump pump is permanently installed, and then again, they changed their story to tell me that if unless y sump pump runs on water, if it runs on electricity, it will not be covered. Even the plumber they sent to my house told me that over ninety-nine percent of sump pumps in American house holds are the same as the one I got in my house.the sump pump in my house is permanently installed and yes, it does run on electricity just like any other and in my contract with choice home warranty, it states under the plumbing section that, permanently sump pumps are covered.

Secondly, I also reported on the same day that water is coming out from my basement floor anytime I run water in my kitchen sink,which signifies a cracked/broken drainage line underneath the basement foundation floor.The same plumber upon looking at it told me that choice home warranty doesn't cover anything underneath basement foundation floors. Nothing whatsoever is written in my contract to that effect. I have asked them several times to show me where it states such exclusion on the contract and they've not been able to do so. As I type right now I've not been able to properly use my my kitchen sink for over a month for the fear of flooding my basement.

The last thing I reported on that ticket was a corrosion/leakage on a pipe line in my basement ceiling which was also denied, I referred to my contract and yes, that wasn't covered and and I never argued about it .

Choice home warranty has chosen to a argue about corrosion issue (which I'm not contesting) and ignored the first two (the sump pump and the cracked/busted drainage line) This company, for every month has been taking money from my bank account for over two years and every time I call in for service, all I get is nothing but excuses and denials, but this time I think I have had enough with them and will not stop litigating this till my issues are resolved. thanks.

Review: Choice Home Warranty refused to honor tour service agreement to repair a defective air conditioner covered by our home warranty for none of the exclusions documented in our service contract. We were told by their service technician that the unit needs a new compressor and coil condenser, but that Choice regularly refuses to honor their contracts and we should not expect them to honor our claim. We believe this company is disreputable, in breach of contract, and should be investigated.Desired Settlement: Repair or replace defective air conditioner or refund service contract price of $445.00 plus $45.00 service fee

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 our claim for your Air Conditioning unit, you stated that “CHW refused to honor tour service agreement to repair a defective air conditioner covered by our home warranty for none of the exclusions documented in our service contract.” We are very sorry that this was not apparently communicated to you properly when we advised you of the claim not being covered on 6/9/15. We did advise you that the unit had a lack of proper maintenance, the compressor failed and could be one of the reasons below but majority of the time it is due to maintenance.1. Power Surge/Lighting Strike2. Electrical Failure or surge3. Manufactures defect4. Acid burnout5. Improper installation, improper repair or design6. Lack of proper maintenancePlease see our policy 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.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.I do see that we did offer you a good will gesture of $500.00 towards the replacement of the condensing unit would cost CHW $400 to be replaced. You declined the offer stating that you wanted it fixed. We do apologize the offer is as it stands, we will be able to offer you $500 to assist you with this non-covered claim. We always want our customers to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration with these claims. CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

Dear Choice Home Warrantee,We declined your offer of $500 because the 410A compressor unit your service technician specified due to new federal guidelines was incompatible with our interior heat pump coils (R22) and that both units needed to be replaced at an estimated cost of about $6000. Your technician told us he was unwilling to replace just the 410A compressor because it would only cause further problems within a year but was instructed to “do it anyway”.Your customer service representative told us that you denied our claim to repair the unit because of improper maintenance. We have had the unit inspected and serviced for the last two years before we signed the service agreement with Choice Home Warrantee, and have the receipts to prove it. After having told this to your customer service representative on a follow-up call, we were then told us that you now denied our claim due to an accumulation of mulch around its base. Your service technician took pictures of the unit, as did we. The mulch in no way blocked any vents or covered electrical connections to the unit. We were also told that upon accepting your offer, we would need to cancel our policy and sign a release from further action.We have since had the unit repaired by a qualified HVAC company. We request you refund the cost to repair the unit of $6140.00. Should you decline, we will have no other recourse to than to seek legal action through the class action suit being filed against your company. It is certainly worth declining your offer of $500 to ensure that we help other consumers avoid doing business with this disreputable company.

Business

Response:

Thank you for your response, we are very sorry for the frustration with this claim. We are not able to approve the amount that you have listed as it does exceed our maximum amount that we would offer for a covered claim. We did offer you a goodwill gesture for the unit as it is a non-covered claim per our technicians diagnosis and the pictures that we were given by him of your unit. We did ask that you sign a form because if we are to pay any money towards a claim that we feel is non-covered we feel as though you disagree with our policy therefore request that you cancel the policy with us. I am sure that you would not want to have a policy with a company that you disagree with the terms and conditions.The pictures show the pad that the unit sits on can barely be seen. Most of it is buried under the dirt, this dirt is also as high as the grills, causing a lack of airflow on the unit this caused the compressor to over heat and fail. I do understand that you feel as though this claim is a covered claim, per our policy it is not. Please see our policy 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.Since you have had the unit replaced, CHW does not pay for claims completed without prior authorization and this claim was not authorized as it is a non-covered claim. Our offer of $500.00 stands as a goodwill gesture for a non-covered claim. Respectfully,CHW

Review: I was contracted with Choice Home Warranty paying them a monthly fee for coverage of all of my appliances and systems in my home that I rent to tenants. I received a call 6/16/15 from my tenants saying the cooling system is blowing warm air. Choice subcontracted a company named Fairdeal HVAC who was 5 hours late for their service call, was rude and disrespectful. The service man told me he diagnosed the problem as a leak. When I called Choice Warranty, they said that the service man said the problem was lack of maintenance of my property and denied my claim. This was an outright lie. As a result, I had to hire an outside company , [redacted] Heating and Cooling, and sign a one year service contract of $400.00 plus a service call fee of $99.00. [redacted] said there was no leak and there was nothing wrong with my system that would have resulted from poor outside lawn maintenance. [redacted] said the problem was the thermostat was not working properly, but with some work, he fixed it and the system was working well once he left.Desired Settlement: I would like to request that CHOICE Home Warranty be responsible for the $45.00 service fee from Fairdeal, $400.00 contract fee from [redacted] Heating and Cooling, $99.00 service fee from [redacted], and refund all of my money I have paid CHOICE Warranty up to date f($135) for insuring all of my appliances and systems that they ultimately refused to cover.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your AC, I do see that the technician stated that the evaporator coils were clogged, this being clogged can cause the unit to fail, even if a part is new or not. The air flow being restricted will cause this failure to happen due to it overworking itself. If you feel as though the circuit board is defective, we ask that you contact GET COOL to directly speak to them about this issue. CHW per our policy is not responsible for the technician’s repairs.I have attached a picture of the unit that was given to CHW from the technician showing that the unit was clogged and had tree’s growing through the unit itself. Lastly, since you have cancelled your policy already and as a courtesy CHW did give you credit of your last monthly payment, we are not able to refund you for the 1 month of $45 that you paid to us for your initial payment to CHW. Also, the service call fee that you paid the service provider does not go to CHW, it does go to the technician for them to come to your home; as it is stated in the policy that is required.Please see our policy below:F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.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.Section C. SERVICE CALLS4. You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.We do apologize for your frustration with this claim; 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,

Review: On Jan 2, 2014, My furance inside my home and my outside unit stopped working on this date. I immediately called Choice warranty, I was told that they were going to assigned a vendor to my case. I received a call that a vendor was assigned to my case, I called the vendor and the vendor stated that he was going to come to my home on Friday Jan. 3, 2014 between the hours of 2-5. At 3:00 I called Choice warranty and I was told that the company that was suppose to come to my home, had and and family emergency. Choice advised me that they were going to find another vendor. I called Choice back 20 minutes later and was told that, no one could come out that day but another vendor was able to come out Monday Jan. 6, 2014. Mind you this was the time when temperatures was below freezing and inside my house was 6 degress. The vendor that they refered advised me that they will try and come out on Monday Jan. 6,2014 it wasnt and gurantee. So I called Choice on Monday Jan. 6,2014 once again to let them know that no one was been at home as of yet..... So once again they gave me and another referrel in which that company did come out on Tuesday Jan. 7,2014.. When the company came out on Tuesday, the guy told me that that my inside unit capicitor was not working inside the furance. And that the compressor was bad on my unit that has been in my house since 1991. He advised me that units dont last over 15 years and that my unit was 22 years old. He also stated that he was going to request that I get a new outside unit. On Wednesday Jan. 8, 2014 I called Choice and and a supervisor told me that my claim was denied due to non wear and tear of myunit. I stated to her that was unit was 22 years old and how is that not wear and tear ? The supervisor stated that it was considered and ground short, it could've been from a thunder storm due to lightening. I told her it was no thunderstorm in my area, ita been a severe cold front in my area. The unit is 22yrs old !Desired Settlement: The business has the responsibiltity to repair my unit. I pay for a service every month, its a warranty company why wouldnt they fix my unit. Thats what they are in business for. The hold situation was not professional at all.

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]

We are very sorry for the frustration with your claim of the Heater but we do not cover units that have been shorted to ground, this is a compressor failure. There are four ways this could happen and all four ways are not covered under our policy.

1. Acid in the System

2. Constant overheating of compressor, meaning running system when it is low on freon for an extended period of time

3. Power Surge

4. Lighting Strike

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:

[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 bought a protection plan from CHW, paid $375. After three month from buying policy. I was my first claim with them. I have water leakage. I called them for coverage. They sent the plumber from BERGEN DRAIN, an authorized CHW service technician. He said we are approved so he started his work. then all of sudden, CHW called the plumber and said they are not covered. By that time plumber had already drilled all the basement ceiling and take the pipe out and cause the biggest leakage. After being informed that we were not covered, he immediately left, leaving the huge mess, broken ceiling and pipe leaking through the ceiling. Our brand new carpet was drenched. I called CHW and tell the whole situation. They said we are not paying a single penny on this issue, not even what plumber did. I cancelled my plan right away and get half of my money back. On the top, plumber got 45 dollar deductible by doing nothing and by making our problem verse. After ward plumber called me and offered me doing the same job under the table cash, so he could pocket the money.I paid $730 to fix this issue out of my pocket to different company.CHW is completely BOGUS company. Please, please do not waste your money.ThanksDesired Settlement: Awareness to the public of their lack of professionalism and incompetency.

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 issue was a pipe fell down the drain causing stoppage. We were not able to provide coverage for this as this isn’t normal wear and tear of the piping as well as improper installation both of which are not covered under our policy.As per the technician, we do apologize and we have placed an investigation on him for this to not happen to any other customer that we have. Unfortenelty, CHW is not responsible for the technicians negligence and he shouls have waited to proceed with any repairs before he opened up a part of the wall but since he didn’t and we cannot provide coverage, you would have to speak to him or that company Bergen Drain to have them assist you with the reimbursement of the funds you spent due to their technician.Please see Section F. Limitations of Liability # 19.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because:On one side, company is saying technician said it is pre installation.

And on the other hand technician said, it should be approved that why he break the ceiling.Why I contact with the technician, you ( company) should do it, it was their technician,, not my choice.

Business

Response:

As per the policy Section F. 19, CHW is not responsible for the negligence of the technicians. If you feel as though the technician did something to your home and broke something, you would be responsible to contact that technician and have him go to repair that issue. They are licensed and insured so they will be able to assist. If you would need their name and number again, we have provided it to you below:[redacted] ###-###-####Respectfully,CHW

Review: It has now been 28 calendar days since I have reported claims on three major appliances covered in our Choice Home Warranty policy and I have yet to receive any progress / status communication on these claims that make any sense. Things started off well enough, I reported three claims on Thursday January 22nd and was contacted in less than 24 hours by a technician/service provider from [redacted] and scheduled a visit for diagnosis on the following Tuesday, January 27th. In the meantime I get sporadic and slightly threatening emails from Choice to contact the service provider to schedule the initial service visit. So I call Choice and tell then that the provider had called me and I had an appointment set with [redacted]. On the day of service, [redacted] called to tell me they were on their way prior to the appointment. [redacted] came and asked what the problem was with each appliance and thoroughly examined each one. They were efficient, knowledgable, informative, courteous and professional. I asked when I could expect the repairs to be completed and was told that the diagnosis would be submitted to Choice that evening and that they would most likely be out by Friday (1-30-15) or Monday (2-2-15) at the latest. I pay [redacted] the $120.00 service fee.

Friday Jan 30th at 2:33pm I get an email from Choice that a new technician has been assigned to my claims. No explanation was given, so I assumed it was for a second opinion. Since I had not received a call yet from the second service provider, I called them, [redacted], and got their voicemail so I left a message. No one returns my call Friday or Saturday and the emails start again from Choice. I call Choice on Monday Feb 2nd to find out what is happening and to let them know no one has contacted me. I'm put on hold and then told I will be contacted within an hour. Again no one calls me and every time I call the serviceman it goes straight to voicemail. I call Choice again on Tuesday, they call the service provider and I'm told I have to give them one last chance to respond. Of course now they call me but they can't come out until Thursday Feb 5th, to arrive sometime between 8 - 12pm. FINE. Thursday arrives, they do show up just before 12 noon. They don't know which appliance they are supposed to be looking at and then they are surprised there are three. They hardly look at any of the appliances in my claim, tell me I most likely need a new dishwasher and that the previous repairman broke a gasket on it and caused it to leak water, burning out the motor. On top of this he tells me that parts for all my appliances will take 3 to 4 weeks to get and then asked me to pay the service fee again. I refuse telling him I had already paid it to the first technician. He makes no argument and says he was unaware that Choice had already sent out someone else to look at my claim. They leave me with a copy of the invoice. At this point I'm upset at Choice for not communicating with me why they have changed service providers and I'm not impressed with [redacted] at all. I call Choice the following afternoon, Friday, to check the status of my claim and get some clarification. At least that was my goal . . . The lady that answers my call tells me that the first serviceman, [redacted] never submitted a diagnosis on my claims and that is why they sent another service company, they had not yet received a diagnosis from [redacted]. I voiced my frustration on their lack of communication with me and how long it was taking for my claims to be resolved and explained that I had been without my dishwasher for the last two weeks. The Choice employee chided me saying since she has never had the "luxury" of a dishwasher and it must be inconvenient. I hung up. No one calls me back. Instead I get an email on Monday February 9th at 2:40 stating "Please contact Choice Home Warranty at ###-###-#### regarding your claim. We need to speak with you as soon as possible." I don't see the email until late Monday evening but I call them anyway. Choice informs me that they have approved two of my claims but are denying the third (my dishwasher) due to an improper previous repair. I can't believe my ears. I explain that it was their serviceman in the first place. Choice continues to tell me that the dishwasher claim is being sent to an investigation division and if I want I can take it up with the previous serviceman's liability insurance. I'm appalled. I ask to speak to a manager. She is the manager. I ask when I can expect the two repairs they did approve to be completed? She didn't know but would ask the serviceman from [redacted] to contact me the next morning, Tuesday. I have yet to hear from Preferred and once again only get their voicemail when I call. The next day, Tuesday I call [redacted] and explain what has happened since their initial service call way back on January 27th. [redacted] apologizes, then proceeds to tell me that Choice is refusing to pay him for his work so he stopped doing business with them. [redacted] then offers to come look at my dishwasher the next day as a courtesy. [redacted] again calls ahead to tell me they are on their way and shows up at the time they said they would arrive. Within 15 minutes or less they discover the gasket is intact but a hose had come loose under the dishwasher. The hose is reattached, they put everything back together and test it and hurray my dishwasher is working just fine and is still working fine a week later. In summary I have no confidence in Choice or [redacted] and do not wish to conduct business with either company. I am therefore seeking a full refund for my home warranty policy with Choice and will have my appliances repaired by a company who is honest and professional.Desired Settlement: Cancelation of policy without penalty and full refund of Policy Premium.

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 Oven and Dryer claims. Our records show that both claims were covered by CHW. The dryer claim, [redacted], was authorized for $250.00, on 2/9/15. The Oven claim, [redacted], was authorized for $189.50. We have confirmed with the service provider that parts have been ordered and he is waiting to receive parts to complete repairs. He will contact you to set up an appointment as soon as parts are in. We apologize for the inconvenience of waiting for the parts but per CHW policy, CHW is not responsible for delay caused by waiting for parts. Please see below:F. LIMITATIONS OF LIABILITY7. We are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposal. We are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.We apologize for your inconvenience and would hate to see you cancel your policy. If you would still like to cancel your policy please contact our cancellation department at 888-531-543The 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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I finally received a call from Choice on Friday Feb 20th and they agreed to cancel my policy and provide a full refund. I was told that an email was being sent to confirm the cancelation and refund but I have not yet received this email and I am awaiting a refund check in the mail.

Review: Purchased home warranty in 2014. Had 2 claims since beginning of year, and have refused to pay for either claim citing exculsions. Recently, contacted them about replacing ac/heat units with understanding I wanted my service company to perform service. Was told to have work performed and send in claim with form. Today, Mesha, a claim manager, offered only $500.00 on an $11,000. bill. She also lied to me about speaking to the installing company, saying that based on information given to her by them, she could only offer the $500. I called the installing company, and no one there had spoken to her. What a joke. Was told last week by claims I would be eligible for up to $1500.00 on each unit. Apparently, they tell you anything to get you to purchase the contract, then look for excuses for not paying. Facebook is full of people who had had similar experiences with this company. I have cancelled my policy and will NEVER recommend them to anyone.Desired Settlement: Pay the $1500.00 for each unit that I was told last week.

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 claims, it shows that you had the units replaced and then called CHW to place a claim, you requested a reimbursement form from us. The invoice that you sent to us states that the units were in fact replaced before the claims were entered. Per our policy CHW will not authorize any repair or replacement without prior approval. Please see Section C. SERVICE CALLS 3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.Our customer service manager was offering you a goodwill towards the units since we could not approve the claims being that they were replaced for over the amount that we would have paid, they were replaced without our approval and they were replaced without a technician stating that they had to be; CHW does not know if they could have been fixed or not.I am very sorry that you chose to cancel your policy with us and not accept the goodwill offer that we had offered prior to you cancelling. Unfortunately, since you have cancelled the policy there would be nothing further that we could do for you.Respectfully,CHW

Review: I have a second home [redacted] that I have a home warranty contract with Choice Home Warranty Company from Edison NJ. The claim number is [redacted]. On Oct 26th we did not have heat in our upstairs room. We have renters at the house and called a Heating contractor to check out the problem because it fell on the weekend and needed immediate assistence. I callede Choice and they said that calling someone to diagnose a problem would be fine. Please have [redacted] Heating and Air conditioning contact us. The heating contractor told us that it was a Circuit board that went bad and I called Choice to verify if it was covered I spoke to a [redacted]. The contractor said that the part was a discontinued part and had to replace witha new Zone control. The circuit board is part of the Zone control. Well I never received a call an e-mail or any communication from Choice, so I called. They kept me on hold and said they will not cover the part. I sent a letter to Choice and waited the thirty days which was up Dec 5th as per their arbitration agreement. My policy states "All Components and parts necessary for the operation of the heating system". Total Expense $668.90 Choice has all the paperwork forwarded to their claims office received Nov 5th 2013.Desired Settlement: I would like to be paid a portion of the paid repair. The amount was $668.90 less service call because they do not pay for service call that was $75.00. Thank you so much for your assistance.

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 ‘I**LUDED’ 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

I do see that we were able to help with two claims that you had submitted:

[redacted] on 07/27/2012 for your AC for $566.00

[redacted] on 11/10/2011 for your Heating System for $55.00

We regret your frustration with the outcome in regard to claim #[redacted] for your Heating System. Per our policy we do not cover modifications to units. The Zone controls/components are a modification to a system that is not factory designed

to be used for multiple zones and are not a part of the HVAC system that Cools or heats the air - this is a modification to the system that is not covered.

Please see Section F:

LIMITATION OF LIABILITY: # 11

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

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Thank you for your Response. Unfortunately, I do not see in your warranty where it states that" zone control or circuit board" are not covered. All the homes in my development in [redacted] are

equipped with heat pumps one for upper level and one for lower level. Our problem was the heat would not go on in our upstair bedrooms.

Section F number 11 -states modification to a system. There was not a modification to our heating system.

Again Section D Number 5 Heating System

Included: All Components and parts necessary for the operation of the heating system "is contrary to your statement about the Zone Control. Let's not forget that I was originally told the circuit board was covered.

The claim that was paid was half of what the repair cost me and the $55.00 claim was what you paid for a service call to the technician, not to mention that claim was denied along with two other claims.

Do you know I was never called or e-mailed about this claim. I had to call to find out about the outcome. You can read your warranty Section D number 5. This is what I have in writing.

Regards,

Business

Response:

Dear [redacted],

I am very sorry if you did not receive an email in response to your letter. I have been responding to your Revdex.com complaints and have tried to explain to you the best I can that this is a non covered item. There is a Zoning problem and it is excluded in our policy. As I stated before, I apologize that this has caused you any inconvenience but the denial is because our policy cannot cover Zone Controls.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: My tenant called me and told me that they smelled gas while running her air conditioner. I then called CHW to request service under my home warranty. While on with the lady in the customer service dept to request service I requested service. After being placed on hold multiple times she came back onto the call and told me my issue wouldn't be covered. I then asked how she would be able to say that without even having a tech look at the unit? I told if that was the case I wanted to speak with a manager. After being put on hold multiple times and threating to cancel my contract she reluctantly scheduled a tech to look at the unit.

Later that day a HVAC company came out to service the unit, I met them at the property. The techs inspected the unit and determined that the heat exchanger was cracked and a valve was leaking gas however the gas was not connected to the unit. He left and reported back to CHW. they later called and told me they don't cover the heat exchanger and my claim was denied. I then called in and spoke to [redacted] (ID:[redacted]) he told me he was a Manager. I expressed my dissatisfaction and discussed this and another claim they denied as well. We agreed to some terms and I sent him a itemized reciept for the previous plumbing call for him to review. The following day we spoke about the invoice, he again stated the claim wasn't cover for the plumbing issue and we agreed to send out the HVAC tech to look at the unit again because after the tech the Air Conditioning stopped working again. The same tech came out, serviced the unit and got the air working. We also discussed the "gas issue". I told him I hooked the gas line up so he could test the system for the gas leak. He told me he didn't need to do this because the bigger problem was that the cracked exchanger could leak carbon monoxide into the apartment and it need to be replaced. I followed up with [redacted] again, told him about the AC repair and that the unit was working... more but I'm running out of [redacted]Desired Settlement: I bought the warranty in good faith, I had the HVAC system serviced in the spring and fall for maintenance. This should be a covered item and they are doing everything not to cover my claim. The coverage was inplace for several months before these issue and all the systems were running fine at the time of this purchase.

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 AC claim, I do see that the technician advised you that you had a cracked heat exchanger. Also, per your conversation with [redacted], he advised you that this is considered to be a lack of proper maintenance, a pre-existing issue to our policy and lastly, CHW does not cover valves. Your policy started with us on 2/25/15 and your claim was a month later. An issue such as this happens over time and not within a month of a policy. I do see that you had spoken to [redacted] and he did offer you a full refund of your policy since you were in a disagreement with the outcome of the claim. We do apologize, we are not able to cover the claim but if you would like the full refund, we are still offering it to you. We would not want someone to have a policy with us if they disagree with the policy.We do apologize for any frustration that this has caused and we do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Consumer

Response:

I am rejecting this response because: They are not being truthful. The HVAC service was requested on 5/26/15. 2 months after the Warranty was started. The system has been maintained every year since I bought the building 3 years ago. I also know this is a waste of time and will never do business with this company again. I will be sending in the request for a full refund which by the way forces you to sign a "non-Disparagement" clause

Business

Response:

The following are the claims that you had placed with CHW:Claim # [redacted] on 5/28/15 for your ACClaim # [redacted] on 5/26/15 for your ACClaim # [redacted] on 4/21/15 for your Plumbing System Your policy started with CHW on 5/13/15, we are not able to cover the claims due to the fact that all systems must come into the policy in good working order. Per Section A. Coverage 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Thank you for coming to a mutual agreement with us and sending us the form as you stated. We have received the signed statement and you will be refunded for both of your properties in full. For policy [redacted] you will receive $375.00 and for Policy #: [redacted] you will receive $680.00.Respectfully,CHW

Review: CHOICE HOME WARRANTY REFUSES TO COMPENSATE MY CLAIM #[redacted] IN THE AMOUNT OF $2900.00 FOR REPLACEMENT OF THE AIR CONDITIONING UNIT. I HAVE BEEN A CUSTOMER SINCE APRIL OF 2012 AND IN JULY OF 2012 THE PREVIOUS AC UNIT BEGAN HAVING PROBLEMS. CHW SENT OUT THEIR REPAIRMAN SEVERAL TIMES OVER A PERIOD OF 13 MONTHS WITH EACH ONE INCORRECTLY DIAGNOSING THE PROBLEM WHICH ULTIMATELY LED TO GREATER PROBLEMS. MY AC UNIT HAD TO BE REPLACED BECAUSE OF THEIR INCOMPENTANT SERVICE TECH'S. IF THEY WOULD HAVE DIAGNOSED THE PROBLEM IN THE FIRST PLACE I MAY NOT HAVE HAD TO REPLACE THE UNIT. CHW CONTENDS THAT I DIDN'T HAVE ANY MAINT. RECORDS. HOW CAN I MAINTENANCE THE UNIT WHEN CHW TECH'S ARE CONSTANTLY BEING CALLED OUT TO FIX THE AC AND THEN LEAVE WITHOUT FIXING IT. I DON'T EXPECT CHW TO PAY THE FULL AMOUNT FOR THE NEW UNIT, BUT I DO EXPECT AT LEAST $1000.00 SINCE THEY WERE A MAJOR PART OF THE PROBLEM AND NOT THE SOLUTION.Desired Settlement: I AM REQUESTING NO LESS THAN $1000.00 TOWARDS MY EXPENSE OF $2900.00 FOR THE NEW AC UNIT. I HAVE THE INVOICES AND I CAN PROVIDE COPIES UPON REQUEST.

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:

7/03/2012, Claim # [redacted], Air Conditioning, $140.00

8/14/2013, Claim # [redacted] Plumbing System, $180.00

9/17/2012, Claim # [redacted], Air Conditioning, <$100.00

10/03/2012, Claim # [redacted], Air Conditioning, <$100.00

We regret your frustration with the outcome in regard to claim # [redacted] for the leaking air conditioning unit. However, upon review this is a non-covered

item as described in Sections D. 4., F. 8., 11. & 12. of the Terms of Agreement:

INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to

facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:

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.

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.

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.

12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For

example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.

This information was communicated to you on 7/10/2013, and again on 9/05/2013, after a thorough review of all claim details. We are sorry we are unable to cover this claim at this time.

The details of your situation are not representative of the normal Choice Home Warranty customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As you can see CHW failed to properly fix the AC unit causing the unit to deteriorate to the point of having to be replaced. Just look at how many times they were called out in 2012. And why haven't they listed the service calls for 2013? Are they afraid of a pattern of incompitance and unreliability. Their problem is they have an F rating because they have "Flunkies" for service tech's who caused my AC unit to be replaced. I can't wait to plaster them all over CNN and Fox news, not to mention a field day with them in court.

Regards,

Review: Air conditioning was not working on 6 July. They sent someone from [redacted]f on 7 July who said he needed a part he didn't have to fix it but could bypass the system until he returns in 2 days with the part. He by passed it, but never returned. Mad multiple contacts with Choice Home Warranty AND [redacted], the former connected us to another service ([redacted]) who came out on 1 August (!), they finally put in he part on 29 August and 2 days later there was again a defect. When the maintenance man at [redacted] was called again he said he would come out if we came to pick him up! It's now been almost exactly two months since we've first reported this and it has not been resolved. Choice Home claims they are doing their best but there is NO satisfaction and extremely poor customer serviceDesired Settlement: I would like my air conditioning fixed as promised two months ago at no extra cost and would like a full refund from Choice Home Warranty as I will look for another service (I had paid for five years so my contract is up on Feb 24, 2019!

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:

4/28/2013, Claim # [redacted], Dryer, $120.85

7/06/2013, Claim # [redacted], Air Conditioning, $293.00

9/05/2013, Claim # [redacted], Air Conditioning, $565.00

Please accept our sincere apology for your experience getting the air conditioning unit repaired. Choice Home Warranty approved all submitted claims with

respect to the air conditioning unit, but understands there were challenges in getting the contracted technicians to complete the repairs efficiently.

** 9/09/2013 we authorized Electrical Mechanical Services to complete the repair of the Condenser Fan Motor and confirm this repair has been completed.

We regret your request to cancel service, as the details of your situation are not representative of the normal CHW customer experience.

I attempted to reach you via phone to discuss this, but was unsuccessful. We hope you reconsider at this time; however, if you would still like to

pursue cancellation of your policy, please respond to Choice Home Warranty through Revdex.com portal, or call me directly at ###-###-#### ext.

[redacted], and we will process the request in accordance with our standard cancellation process.

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

Sincerely,

Choice Home Warranty

Consumer

Response:

After a heavy sales pitch in the beginning of the year, I agreed to pay ahead of time for FIVE years with Choice Home Warranty (giving me service until 24 February 2019, an "extra year free") for $1750. I was told that if I dropped the policy before that date, my money would be returned prorated only for the amount of months I had used the service. Having had VERY bad service issues (for which I filed a separate complaint with Revdex.com) which lasted from 7 July until it was finally solved 10 September, I spoke with "[redacted]" on 5 September asking what my refund would be if I dropped my contract with Choice, replied I was entitled to $964.48!!! When I asked who I was loosing nearly $800 (almost HALF of what I'd paid up front) he claims I would have to be deducted not only for the months served but for all COSTS involved in any claims made until that time AND he claimed I had previous notice of this. I was never given any such notice and when I initially agreed to the contract for 5 years I was specifically told on the phone by the agent [redacted] (the only time I got a last name from anyone) at ###-###-####. Also, when I called customer service on 13 September to ask that my service be discontinued as of 12AM on 20 September, I was told by "[redacted]" that I cannot do that ahead of time but must call back on the day I want it discontinued. In all fairness, someone named "[redacted]?" did call to apologize and left his voice mail but after trying more than once to reach him at [redacted] ext [redacted] (the number he left), I have not been able to reach him, so I've given up.

Desired Settlement: I JUST called ###-###-####(16 Sept. 2013 at 4:25PM to enquire about monthly rates and was told by "[redacted]" that it was $40 per month or $400 per year and when I asked about cancellation he asked if I was Mr. S[redacted] (I'd called from my own cell phone) so I hung up. I then called back the same number using a different cell phone and spoke with "[redacted]" who said that per month it was $400 per year, I asked about cancellation and he said it was pro-rated, I said "I'd only have to pay for the amount of months served, NOTHING else"? His reply was "YES, except for a $50 cancellation fee. I would agree to 7months (February - Sept) at $40 per month= $280 and $50 cancellation fee but frankly I feel that I should have to pay even less for the extreme frustration and dishonesty involved, not to mention the inconvenience they've caused my tenant. CAN YOU PLEASE HELP? MANY thanks,

Desired Settlement: Refund-Check

Business

Response:

Mr. [redacted],

Upon signing on with CHW you were sent an email confirmation and hard copy of your policy which discusses the terms and conditions before your policy had taken effect.

CHW has met all contractual obligations by covering your claims in accordance with your policy as stated in our previous response.

If you wish, CHW can cancel your policy in accordance with the terms and conditions of your agreement as stated below:

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 10 days of the order date for a refund of the paid contract fees, less an administrative fee of 5% 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 10% administrative

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

Total Paid: $1750

7 Months = $291.69

10% Administrative Fee: $175

Service costs incurred by CHW: $1008.86

Potential Refund: $274.45

Review: I bought a 3 year coverage. I'm 10 months into the contract and have made 1 claim. They only gave me a partial payment of the total price because they stated that the rusted grate on my A/C was because of poor maintainance not a "system failure". Less than 10 months ago, I paid nearly $1000 for this 3 year coverage. If I cancel now I will get $150 back.

Seems that this is not a fair prorating. $1000 divided by 36 equals 27.77/month. Seems to me that $150 is not a fair return for cancellation at this time.

They are soul-less.Desired Settlement: I would like for them to make a fair settlement. I realize that there is a cancellation fee (which I am willing to pay). However, as there are 26 months left on the policy multiplied by 27.77/month I think a refund of $500 for cancellation is a fair amount.

Business

Response:

Dear [redacted]t:

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 have determined that if you would like us to cover the cost of the claim, we will do so for the amount of $405.00. If you deiced to cancel your policy after that your refund would be $279.17 (without the $50 fee). If you deiced to not have this claim covered, we would give you the refund (without the $50 fee) of $729.17.

I have left you a voice message in regards to this complaint and would like to know what you would like to do with this claim. Please contact me back either through the Revdex.com, email or phone and we can come to a resolution.

Best regards,

CHW Consumer Advocate

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 accepted the total cancellation of the policy with the $729 refund after processing of my request for closure of policy. They stated that they had 30 days to remit the refund. That was on 6/2/2014. Therefore, I will be anticipating payment on or before that date. If it is not received, I will recontact the Revdex.com for their intervention in this matter.

Regards,

Review: I purchased a home warranty plan from Choice Home Warranty whose sales pitch was nothing last forever. Unfortunately, I had to file a claim for my HVAC unit that broke down on May 10, 2015. [redacted] HVAC Services was sent to perform a diagnostic and found that the compressor had gone up. I received an email form Choice asking me to contact them and was immediately told that the claim was denied due to a catastrophic premature failure of the compressor. I asked what was the basis of this reason and was informed that the HVAC until was built to last 18 years and that it was only 15 years old. I was then told that there had to be a lightning strike or a power surge that caused the compressor to lock up and that those two causes were grounds for denial under the companies Limitations of Liability. I asked two different representatives, one being a supervisor for written documentation of the companies reason for the denial and was told that I would not be receiving any written notification of anything pertaining to the claim. I asked if I could have a copy of the invoice and was told "NO". I was told to reach out to the technician, which I did and he informed me that he had only stated on the invoice "Bad Compressor". I called Choice Home Warranty back to inform them of the conversation only to be placed on hold and left there for 35 minutes.Desired Settlement: I would like for the service that I am paying a monthly fee for to be provided.

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 with us on 3/24/15, you placed an Air Conditioning claim with us on 5/8/15. Upon diagnosis we received from the technician, we were advised that your unit was a 2 Ton Rudd that was 13 years old. The technician stated that the unit’s compressor did lock up and no longer was working. There are 4 reasons of why we explained to you that this had happened. One could have been a power surge, a manufacturer’s defect, a lack of proper maintenance or Acid Burnout that could be from an improper installation or previous repair. We did advise you that the unit was too young to have such failures and you stated that you were going to provide us with maintenance records. Lastly, the reason that this unit was not covered is due to the fact that there would be no possible way that this failure could have happened within the last month that you had your policy. This can take years to happen but shouldn’t happen at such a young age. This is why we were giving you the chance to provide us with maintenance records showing that you did enter this contract with the unit in good working order and have had it properly maintained per the manufactures specifications.Please send your records to [email protected] and we will be happy to review them for your claim.Best regards,CHW CHW

Review: Purchased Choice Home Warranty to cover the entire house including roof, plumbing, appliance, and electrical coverage as advertised. 5 Weeks later, we had an issue with our Kohler DTV system. So we contacted our warranty company. They dispatched a tech and they diagnosis the issue to be a valve issue. While at the house the warranty company told the plumbing company that it was not covered. They then called me and stated it was an electrical valve and it was not covered. (We have to pay the $45.00 copay)

We then had a microwave issue where it was making a funny sound. We called the warranty company and they dispatched a tech. The tech said one of the fans was failing and he would order a replacement fan. 1 1/2 weeks go by and I called to check on the status, and the warranty company stated it was not covered because it was a pre-existing issue even though it was not a pre-existing issue. The tech who was dispatched to the house called and said “Choice Warranty Company” is known to deny claims for no reason. They bill you every month but when you need them, they deny your claim. ((We paid another $45.00 copay). One incident I can understand but 2 for 2, it’s a scam.

Business

Response:

Dear Gregory Thomas,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 it had started on 4/19/15 and that you placed 2 claims on 4/27/15; only 8 days into your policy.The two claims that were placed were:Claim #[redacted] for your Plumbing System Claim #[redacted] for your MicrowaveUnfortenelty, both issues that you had were pre-existing to the policy start date. This means that the issues could not have happened within the time frame that you had your policy. CHW does expect that all units are in proper working order when the policy begins. Please see section A. Coverage #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do apologize that your claims were not covered and that you did chose to cancel your policy with us. Best regards,CHW CHW

Consumer

Response:

I am rejecting this response because: Even on the Revdex.com website there information is not accurate, This is why I filed the complaint and is a clear indication of the level of service I received and it is why other consumers need to know.First, I was solicited by your company with the promise of a comprehensive warranty package. I moved from another warranty company and went with our plan. This transaction occurred on 3/20/2015, not 4/19/2015. On 4/27/2015, our microwave started to make a funny noise so I called for service. The technician came to the house and states the fan was failing and he would place the order for a replacement fan. Weeks go by and I hear nothing from the technician nor Choice so I called to check on the status. I was then informed that “Choice” deem it to be a preexisting condition. Now we had another issue, this time it was with our DTV shower. Choice rejected the claim because you did not cover the electric valves. There are no electric valves, there are just valves. The electical component on the system had nothing to do with valves that failed and the tech indicated that aswell.In good faith we purchased your coverage to obtain piece of mind, instead we received a migraine. The only resolution for us now is a full refund for the 2 months paid and a apology for the non service we received.

Business

Response:

,Please see your attached policy as it states that yes, you purchased the policy on 03/19/15 but the policy does not take effect for 30 days to ensure that you have enough time to make sure that all the units in your home are in good working order; as stated in B. COVERAGE PERIODCoverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date.Also in A. COVERAGE 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do apologize for any confusion as to the policy and the claims that you had placed. Again, per our policy stated in Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.You stated that you were unhappy with this policy and you would like a refund. Please contact me directly and I will be more than happy to give you a full refund of your policy as you are not happy with the terms and conditions that our policy states. I am very sorry for any trouble and frustration that this has caused you.Best regards,