Choice Home Warranty

Review: Called in claim on May 24, 2013 relative to my furnace not blowing heat. [redacted] was company Choice Home Warranty contacted and came out the same day. At his request I paid him the service call fee of $45 in cash. He looked at the furnace and said he needed to purchase a part and would get back to me by May 28 or 29 due to holiday May 27. I did not hear from him and called Choice Home Warranty around May 31. They said they would contact him. I did not hear from anyone and called again on June 4. Sharron, the Choice Home Warranty representative, placed a call to [redacted] and indicated the call went into his voice mail. She said she would get another company to come out. This is June 10 and I have not heard from Choice Home Warranty or any other company. Because I cannot turn my furnace on, I am unable to run it for heat or air conditioning. Choice Home Warranty has had ample time (more than two weeks) to provide proper customer service. In the meantime I have not been able to have the use of my furnace.Desired Settlement: I request that Choice Home Warranty finish the job and issue a pro-rated credit for remaining time on warranty (10 months). I puchased the warranty service in February, 2013 and it was for 13 months (12 months plus a free month).

Business

Response:

The details of your situation are not representative of the normal CHW customerexperience and we sincerely regret your frustration and discomfort. We are committed to providing a positive customer experience and doing theright thing for all our customers, contractors and employees. We take customerfeedback very seriously. Among other things, it’s an important component in howwe rate our contractors. We have spoken to the technician assigned to your claim, he has indicated that the part needed for your system is on factory back order. Unfortunately CHW cannot control when the manufacturer can release the part.If you no longer wish to remain a customer we can offer you a pro-rata refund in the amount of $287.50 and cancel your policy and any further liability.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 as I want to end the relationship. I paid $450 in February, 2013. The coverage did not go into effect until 30 days later.

The first claim I had was May 24. I feel the pro-rated amount is $330 since I only had two months' coverage. I will accept the lesser amount just to get the matter closed.It is NOT satisfactory that neither the service technician nor employees at CHW informed me about the delay. I have had service plans with other companies previously, and to expect a customer to wait 3 weeks for a repair is ludicrous! When the service technician arrived to do the repairs, he was 1 1/2 hours later than the scheduled appointment and left a mess on my carpet after the repair. Given the unacceptable delay in the repair, the inability of the technician and the company to provide updates or make follow up call,the late arrival of the technican and the mess he left on my carpet, the full $450 should be refunded. I will accept the amount only because I want to end my frustration. Regards,

Business

Response:

Dear [redacted]While the repair took longer than expected, please keep in mind it was completed. Your request for a reimbursement of $375.00 will not be honored. We are still willing to refund you $100, as previously mentioned. We are sorry we were unable to satisfy your demand at this time and hope that we will be able to move forward with providing your warranty service needs.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. My records show the warranty service is in effect until April, 2014. Please confirm. thanks

Regards,

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: At 02/09/2015 I asked choice home warranty to start a claim to repair my cloth washer, The claim#[redacted], At 02/18/2015 a technician check the Washer and told me it may take 10 days to find the spare parts required , when I called today to know the decision they take ,I had been told that they will send me a check with $300 value because the spare parts is unavailable and the washer is obsolete , when I told the representative that this is not fair price for the washer I have, she try to offer $350, when I declined that , So she told me that the manager will call me to solve this issue which not happened, So I called again ,so they try to let me accept $400 which still very low regarding the price of the washer I have it which it cost more than $1000 one thousand dollarsDesired Settlement: I want the choice home warranty to respect the contract and replace The cloth washer which is covered under the home warranty contract, Or send me a check with the real price which is about $1000 to be able to buy a new washer with

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 washing machine. Upon diagnosis, the service provider stated that your unit’s LED console needs to be replaced; however, the part is no longer available. Per CHW policy, when parts are no longer CHW will send you a check in the amount of part and labor.CHW authorized $300.00 to be sent to you. However, you were not satisfied with that amount. As a good will gesture CHW increased the amount to $350.00.Please see section:F. LIMITATIONS OF LIABILTY9. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.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:

Review: [redacted]

I am rejecting this response because:

at last call to choice home warranty they offer $400 which still not enough to buy a new washing machine, they get back now and trying to offer lower amount ,add to this my payment to the technician which is $45, also I stay waiting for about 3 weeks with inconvenience of washing my cloth in public laundry.I ask for a reasonable payment to buy a new washer with the same features at least according to my contract with them.

Regards,

Business

Response:

We apologize for the inconvenience you have encountered with this claim. CHW offered $300.00 toward the unit as the policy calls for when parts are no longer available. However, to better satisfy you CHW increased that amount to $400.00. As for the service call fee, in light of good customer service, we have added one free service call onto your account for future use.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:

[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: On 23 July 2015 I filed a claim for my air conditioning unit to have it serviced. My air was registering 80 degree and was set to 76 degrees. Choice home warranty asdigned a technician from [redacted] to come diagnose the problem. After 6 days the technician stillmhad not come out, but did call and asked me what was going on, and I explained the air was running hot, he then diagnosed over the phone that it sounded like the dual capacitor, I then gave hime my model number for my unit and paid him $45.00. He told me he woukd order the part and when it came it he would be out to replace it, and that it would take a couple of days. After a week, I still had not heard from him, finally I received a call that the part was on order and would be here the next day. When I came home the next day the part was not replaced, I spoke to the owner and he said the part did not come in. On 2 July, I contacted a local air/heat supplier and found the part and tried to contact the technician, he did not return my call. on Sundaty 5 July, I contavted choice tomlet them know I found the part, and on Monday they called and said the technician order the part and it would be here next week, and thatnhe cou.dnot use the part I found, but had to use from his own distributor. A week had gone by and still no part, I contacted choice to let them know I had a part and tney tried to contact the technician, he said he was still waiting on the part. Finally after waiting 3 weeks for the part with no resolution and my air not cooling, I called another air comoany on 13 July, they came out and said my dual capacitor was fine, and my air conditioner was low on freon. When I hot home that evening, I called choice and told them about the misdiagnosis, from the tech who diagnosed over the phone and was told by Mesha a manager that she would reimburse me $116.00 for the wrong part and $45 for service call. Now they wont reimburse me for the $116.00 as promised even after she knew that my technician.Desired Settlement: Paid me what they promised for their technician misdiagnosing the problem, as was promised, also reimbursement of increased elecgric bill for the 37 days.

Business

Response:

I see that there was a miscommunication between you and one of our other customer service reps. I have authorized the $116.00 for you and you will receive it within 30 business days. I will do my best to have it sent to you faster but I cannot promise as this is a computer generated system.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 just want to ensure that I am getting the $116.00 and the$45.00 service call refunded, and the reimbursement for the heat sequencer of $198.72.

Review: Called to report a heating problem that was under home warranty contract. Given phone # of a local repair Company who told me "I don't cover that area" then hung up. Called back to Choice Home Warranty and was told they couldnt do anything for me until 9am the next day, someone from "dispatch" would call me back. Waited till 12PM and called them back. Had to explain everything to them as if they hadnt been notified of my problem.Desired Settlement: fix my heat as agreed to by warranty/contract

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 heating claim, I do see that we dispatched a technician to your home on 1/8/16 that you had called and stated was rude, we do apologize for this and thank you for advising us. We have reported him to the Territory Manager who will take the necessary actions towards the technician.We do see that we were able to dispatch a technician again to you on 1/9/16 that did come to your home and we did approve the claim.We are very happy to be of assistance and look forward to helping with your future home needs. We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: I have a home warranty that includes icemaker and spa coverage. I had an issue back in May with the icemaker. I called and explained to them the door to ice maker was not working and they check and said I have icemaker coverage. I called the tech and it had a circuit board bad, then they said I did not have coverage, I called back and they covered the board. In November same issue same tech came out. He said board is bad and also the solenoid was bad. I think maybe to bad solenoid cause the board to go out again. He sent in bill to them and said not covered. I was referred to [redacted] and he never called me back like he was suppose to. I called back and [redacted] referred me to[redacted]. he did not call me back I called back and talked to [redacted] and he referred me to 9 in the contract which states (we have the right to determine a covered system or appliance will be repaired or replace. I was not happy about that the advertising they say they will fix or replace item. I wanted to it fixed, he said he would refer to higher up and they will give me a call. No one called I called today 1/6/2013. They now say it is not covered, I explained to him it is the same issue in May. he said it is not I asked him to look at original repair in May and the same circuit board is on it and also more parts. I told them the issue when I called it in, when the tech cam out I had to pay and additional 45.00 and they did not repair.Desired Settlement: I paid for the service they should repair my icemaker. They told me they can cash me out for the repairs or buy me a new fridge. I think they said it would be about 480.00 to repair.

Business

Response:

Dear [redacted]:

Thank you for your patience while I was able to discuss your dispute with my supervisor. He has agreed to cover the claim as a courtesy for you. I have already advised [redacted] to please repair your unit for you. You should have received an email from our company advising you to call [redacted] to schedule an appointment.

If there is anything else that we can do for you, please feel free to contact us at ###-###-#### and we will be more than happy to help.

We would appriciate it if you can close out this Revdex.com as resolved.

Best regards,

CHW Quality Control Manager

Review: I bought a home warranty 11 months ago, I've had to call them three times in that time spam, once for my hot water heater, and twice for an electric problem this past week , which the first electrician they sent to my house was not a certified electrician, he actually made the situation worst. I called and explained the situation they sent out another electrician to resolve the problem,he said that the electric line had been damaged it would take hm about an hour to fix, they would'nt pay for anything,I had to pay to fix the problem the the first(handyman) caused. they have never paid for any problems the warranty covers. I've had them out three times in a year for covered items that they would'nt cover. THEY SHOULD REFUND ME THE TOTAL PRICE I PAID FOR THE WARRANTY, THEY ARE A SCAM, JUST LOOK AT ALL THE COMPLAINTSDesired Settlement: REFUND ME WHAT I PAID FOR THE WARRANMY

Review: VIOLATION OF WARRANTY AGREEMENT:WARRANTY CONTRACT AGREEMENT BETWEEN DEC 15, 2013 -- JAN 15, 2015COMPLAINT DATE : ON APRIL 03, 2014, CLAIM # [redacted], ACCOUNT # [redacted]On April 02, 2014 CHOICE WARRANTY issued a Claim # [redacted] based on my request for a breakdown of my home Heating System and the complaint was recorded by CHOICE WARRANTY as: HEATING SYSTEM : RUNNING CONSTANTLY.On April 03, 2014 at 9 AM, a technician from [redacted] Heating & Cooling Inc., (arranged by Choice Home Warranty) came to my house and took some photographs of the Heating system. After that an adjuster (whose name was not disclosed by them) from Choice Home Warranty telephonically informed me that my Claim # [redacted] was rejected for the reason: Choice Home Warranty detected some rusting at the rear end of the steel Case of the FurnaceI respectfully state that CHOICE HOME WARRANTY had violated the agreement as per the contract signed on December 15, 2013 as follows:MY COMPLAINT WAS FOR A "BREAKDOWN" of my Furnace with a symptom CHOICE WARRANTY had recorded as. Heating System: Running Constantly.The technician arranged by CHOICE HOME WARRANTY neither attended nor resolved the real problems for which I made complaint and paid to technician.Instead, he was taking photographs of the rear end of the steel case of the furnace as per CHOICE HOME WARRANTY's direction and that was not relevant to my complaint.CHOICE HOME WARRANTY's technician had neither attended nor repaired the real complaint of my Heating System as per the real problem.He attended and spend all the time for an issue which was not related and not a part of my complaintCHOICE HOME WARRANTY had rejected my claim for a reason which was not relevant to my complaint. They are fabricating reasons and told three different reasons at three different times CHOICE HOME WARRANTY refused to give their decision in writingThese facts brings light to the fact that Choice Home Warranty was interested only in fabricating causes to reject a claim than repairing an equipment which was covered as per CHOICE HOME WARRANTYs Warranty.Desired Settlement: REPAIR/REPLACEMENT OF MY HEATING SYSTEM PLUS COMPENSATION ($ 5000.00) FOR THE PAIN AND SUFFERINGS DUE TO THE SHUTTING DOWN OF MY HEATING SYSTEM BY THEIR TECHNICIAN DURING THIS HEAVY COLD DURING THE WINTER

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.

I can see that you have a policy with CHW from 12/15/13 - 01/15/15. This claim was placed on 4/2/14 and as you stated it was placed as “furnace fan constantly runs”. Although that may not have been the real reason of the claim, when the service provider [redacted] Heating & Cooling Inc arrived the next day while you were there, he did check all aspects of the unit and did see that the heat exchanger was rusted out completely and had holes in the unit. The pictures that we have show this is a partial reason of the denied claim. This unit was also not properly maintained and entering into the contract with CHW you as the customer did agree that all your units would be in proper working order and maintained.

Per 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.

4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance.

The fact that the service provider shut the unit off could be because of the holes in the unit, it would cause carbon monoxide poisoning. The service provider took all responsible and safety measures for your health.

I am sorry that this claim is a non covered claim and CHW cannot pay you the $5000 that you are requesting for pain and suffering. 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 Customer Advocate Manager

Consumer

Response:

I am rejecting this response because:

All the reasons the Business was indicating are totally false and deliberately fabricated, because of the following reasons:

1. About the Servicing: The technician they have send to my house from [redacted] already mentioned the following to me (and also to the Choice Home Warranty representative in my presence (A) My furnace is well maintained and by his own words "I have never seen such a clean and well maintained Furnace before".

2. About the rusting: there is no rusting inside my Furnace..the photographs show black in color because the original heat exchanger is made out of cast iron and its original color is Black, it shows as rust in the photograph

3. The technician who was send to my house had neither attended nor repaired the complaint I have made, instead he was looking through other areas to find and fabricate reasons to reject my claim, as per the direction from Choice Home Warranty

Regards,

Business

Response:

,

Your CHW account has been placed as inactive, due to the fact that you disputed all the charges that CHW has charged you to have a policy with us. We are not able to approve any claims for you as you do not have a policy with us.

CHW Customer Advocate Manager

Review: I have home warranty and water heater is covered as part of my home warranty through choice home. My water heater was not heating water as one of the heating element went bad. I opened a claim to get this fixed. CHW sent a technician they mentioned there is a small water leak on the tank and it is not coveted in warranty. Actually there was no leak through tank but as one of the heating element and the electronic was bad. He called CHW and they told me that they will not be able to do anything in this case. I was SURPRISED to hear that as they should be able to fix the heating element and the electronic assembly. I requested CHW for second opinion and the second technician had totally different opinion. He said the heating element part had gone bad and it had rust outside. The water heating element is screwed in the tank and if he tries to take it out then it may damage the tank. He suggested to replace the tank. CHW denied the claim even though the water heater is part of the warranty.

I talked with customer service and didn't get help. I even recorded the entire conservation where the customer service rep was all over on replacement claim. I request you to re-look and replace the water heater ASAP. I have pictures taken to justify my claim and the recording.

Thanks,Desired Settlement: Replace water heater as part of warranty

Business

Response:

Dear [redacted]:

We are in receipt of the Revdex.com complaint that you submitted on 4/16/14 and we are responding the same day.

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]

Upon review of your account it appears that we have processed and approved the following claims:

[redacted]on 9/16/13 for your pool/spa in the amount of $189.00

[redacted] on 7/29/13 for your Air Conditioning System in the amount of $105.00

I do apologize for the frustration that you are having with claim [redacted] for your Water Heater System.

Per our policy CHW does not cover the actual water tank. Please see Section D. COVERAGE 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.

Also, the Service Providers explained to us that the unit was rusted and the elements were melted inside. This would require that your entire unit be replaced.

I am very sorry for any aggravation that this has caused you. Please understand that we are following our policy.

Best regards,

CHW Customer Advocate Manager

Review: Signed up with Home Warranty over a month ago, yesterday my air conditioner on my house started blowing hot air. I called made a claim, they sent out a technician, the compressor was burned out and they denied the claim, stating it was a pre-existing condition. I disagree, the unit was working fine when I signed up for the warranty and it was working fine yesterday morning. Today it is deemed pre-existing and they will not honor their contract, based on the age of the unit and stated it was not properly maintained, I offered to send receipts of regular yearly maintenance, and they still would not honor the claim, sticking to pre-existing condition.Desired Settlement: I am asking home warranty to honor their agreement and either fix my ac or replace it.

Business

Response:

Dear Elton Melvyn Rathburn:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.

Upon review of your policy that started on 5/25/14, I do see that you have placed a claim for your air conditioning unit on 5/28/14. This was only 3 days after your policy started with us. CHW does require all units to be in good working order prior to entering the policy. Please see our policy, 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 received a diagnoses from [redacted], our service provider and they stated that the unit had "a bad run cap, bad fan motor and a bad compressor that was locked up. The unit was very dirty and was not properly maintained. When we spoke to you on 5/29/14 and told you what the Service Provider stated, you agreed that this could not happen within the 3 days of having the policy and you chose to cancel your plan with us.

I am very sorry for any trouble that this claim has caused you.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This company shows a trend of using the "pre-existing" to deny claims, what would they fix, If my a/c unit was only a few years old would they deny the claim? I would think so reading the reviews on the company. Pre-existing means a problem that exist prior to. I had to problem with my AC unit when I signed for the warranty, it worked fine. So does this mean if my refrigerator goes out, will this also be a pre-existing problem, it is working fine now, granted it is over 10 years old but its works.

I am in no way content with their response, they should not be in business, I am curious if they have any records of any claims they have actually fixed or replaced, or what is the ratio between DENIED "pre-existing" or they actually fulfilled their end of the contract. I will continue to vent my frustrations on every possible website I can find.

Dissatisfied

Business

Response:

Dear [redacted]:

We are very sorry for your frustration with this claim. You placed a claim with us 2 days after your policy started. We give a 30 day period for you to make sure that all of your units are in proper working order. You cannot come into the policy with any known or unknown pre-existing conditions. The amount of damage that was done to your unit could not have happened within the 2 days that you had your policy.

Thank you,

CHW

Review: AC compresor went out call the warranty company to send a tech to repair. tech stated that the comp was out and needed replacing. summited finding to warranty company , Choice home stated that it was lack of maintanence that caused the failur, I disputed this claim stated the unit has been maintained and we have records showing, sent a second tech to check the problem stated comp was out probably due to old age and needed to be replaced. at no point did either tech state in there reports that it was due to lack of maintence. Choice homes is falsifyling documents to suport there poicly that lack of maintence is not covered.Desired Settlement: I want my unit replaced and the cost and total expence of the warrenty and the unit I am forced to purchase to provide comfort to the tennants living in the home

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regard to claim # [redacted], for your Air Conditioning System. Upon diagnosis, the Service Provider stated that the compressor failed due to lack of maintenance. The technician explained that the condenser coil was dirty and the filter was completely clogged. The Choice Home Warranty contract requires that all heating and air units be serviced and maintained in accordance with the manufacturer’s specifications. Please refer to the below contract exclusions:F. LIMITATIONS OF LIABILITY4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance8. CHW is 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. CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

I Have the technician work order invoice and nothing of that is stated on the invoice other then compressor failed and air filter needs replace mentioned tenants sent img of filter filter was not completely full but was ready for replacement tenant only been in the house for one month

Business

Response:

We apologize for the frustration you have encountered with this claim. The information we have received from the service provider stated that the filters on the system were fully clogged; this causes a lack of air flow in the system. He clearly stated that the failures to your system are due to lack of maintenance. Unfortunately, CHW policy does not cover failures due to lack of maintenance.

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: This company called and emailed me repetitively trying to get me to buy their service and told me they had an A+ rating with the Revdex.com for their home warranty service and I went ahead signed up and paid for it. I received the home warranty contract today and we looked the company up just to find out they have a rating of "F" with the Revdex.com. The only reason I agreed to join them was because they said they had a good rating, which they don't. And, in addition, the salesperson for this talked about everything that was covered and according to the "contract" they just sent me, it really doesn't cover anything. I just spoke with "[redacted]" and no one there can cancel it at this time.Desired Settlement: Cancel the contract without charging the "$50 administrative fee" and receive a full refund of the money already paid

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. Our records indicate that your account has been canceled per your request. Our records indicated that were not charged the $50 cancelation fee and were given a full refund.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: When I contacted choice home warranty to inquire about a home warranty plan I specifically asked the sales representative about my coverage especially on my heating and air conditioning units. He informed me that they would be 100% covered under my warranty for any issues. A year ago I had a problem with one of my units. I contacted choice home warranty and they sent out a technician. After the technician diagnosed the problem choice called me back and told me that the repair needed was not covered under my warranty because my air conditioning unit was under a manufacturers warranty and that superceded my warranty with choice. They offered me $230.00 to help offset the cost but I had to pay the rest. The technician replaced the coil in the unit. This year I had another problem with the same unit. I called choice and again they sent out a technician. This different technician checked my air conditioning unit and told me that he could see I had a new coil and asked who installed it. He also told me that the last technician who installed the coil damaged it and it was leaking. This caused the compressor to go bad in the unit. They let choice know this and again they told me that it was under a manufacturers warranty and I was on my own. They offere me $150.00 to help offset the cost. It cost me $1225.00 to get my system fixed. The technician told me that choice said they would contact the technician who replaced the coil and that I should get refunded my money since the problem was not my fault. I contacted choice aboutr this and they sent the technician out. he inspected the system and concluded that there was no leak. This week I had the same problem with the same unit and I called choice. They told me that I would have to contact the technician myself and that I was pretty much on my own. The technician came and again said my problem was being caused by the leak from the faulty installation of the coil by the other technician that choice home warranty had sent out to replace it a year ago.Desired Settlement: First I want to be reimbursed the $1225.00 I had to spend out of pocket that I beleive should have been covered by choice to begin with. They sent out the technician and because of his negligence caused more damage to my air conditioning unit. Second I want choice to get that technician to come and replace the coil he damaged during the installation at no cost to me.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to your air conditioning claim. The first claim was placed on 02/28/14, claim # [redacted]. Upon diagnosis, the service provider stated that your system had a Freon leak from the coil and that the coil would need to be replaced through your manufacturer’s warranty. Per CHW policy, units that are under any other warranty are not covered under the policy. Although this was not a covered claim, CHW offered you $235.00 towards the repairs as a good will gesture. On 10/11/14 you placed a new claim for your air conditioning system, claim # [redacted]. Upon diagnosis, the service provider stated that the unit’s compressor has failed due to running with low Freon. He stated that there was a leak from the coil due to improper installation. Since the unit is still under manufacturer’s warranty, the compressor replacement was not covered under CHW policy. However, we offer $150.00 towards the repair as a good will gesture. Per CHW policy, we are not responsible for failures caused the negligence of service providers. If you believe that the service provider has damaged your unit, please contact the service provider directly.Please see below:F. LIMITATIONS OF LIABILITY 15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.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.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: The coil that the service provider installed that CHW sent is not under manufacturers warranty anymore since it has already been replaced by a new one and it is now damaged. This is just another way for CHW to screw over their customers. I will be contacting CHW today to discontinue my service with them. Also they did not say anything about this when I purchased my warranty on how I was told that my air conditioning units would be 100% covered as told by the sales representative. If he had told me straight up about the manufacturers warranty I would not have went with CHW. This business is a scam and people need to know it before considering purchasing an agreement with this business.

Business

Response:

We apologize for the frustration you have experienced with this claim. Our records indicate that you were advised that CHW policy does not cover units that are under manufacturer’s warranty when you placed your air conditioning claim in February. In good faith we good willed $235 to help you towards the repairs, even though it is not a claim covered under CHW policy. If you believe that the service provider that did the repairs damaged your system please contact the technician directly. 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: Summation:

Policy cost: Under $450.00 USD

Claims paid by Choice Home Warranty: Zero with two claims filed.

Responsibility for documenting routine maintenance: Mine

Responsibility for understanding the nuisances of the Choice Home Warranty policy: Mine

Ultimate value to policy holder: -$2,200 (this includes the price of the police the service work from the summer and the estimated cost of repair for the November event). Please note that the number is a negative and not a positive.

CHW denies my claim stating that it is secondary damage resulting from lack of routine maintenance. Items in question: A hole in the condenser coil and a bad blower motor. I tell the Customer Service representative that I have documentation and they then tell me I must submit for the past two years. Two years? When I ask about their policies they tell me that it is my responsibility to check their website to see what is required to successfully file a claim. At no time in my sales call did anyone tell me this.

I tell the Customer Service rep that the Condenser coil is two years old. She then changes her story and tells me that after two years it would be considered a "catastrophic event" and that they would not cover it. If a customer must submit two years of routine maintenance documentation and they only have one, why would they purchase a policy? When I asked what CHW's guidelines were for the timing and frequency of routine maintenance was, they said that they don't mandate such a thing. Yet, they require me to have it to file a claim....

CHW is simply a con where they don't wish to pay claims but only tell you what you should have done after the fact.Desired Settlement: It is probably to much to ask that the management of this company be placed in jail. Outcome 1: Pay the claim. Outcome 2: Refund my money.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your heating system. Upon diagnosis, the service provider stated that your unit’s blower wheel became unbalanced and damaged bearings on the blower motor. He also stated that this caused excess pressure and vibration from the bad blower wheel that is causing a Freon leak. The technician pointed out that with proper maintenance damage to the wheel would be seen and all damage could have been prevented. Unfortunately, failures that are due to lack of maintenance are not covered under the policy. Please see below:4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:CHW's policies are not explained at the time of purchase. There is a class action suit against CHW for exactly the problem I'm having. Their are only two acceptable solutions. 1) refund my warranty because CHW has no intention of paying a claim. Two claims filed...no payment on either. 2) pay the claim. There will be no further discussions or negotiations on my part. Govern yourself accordingly.

Business

Response:

We apologize for the frustration you have encountered with this claim. The information we have received from the service provider states that the failure to your unit is due to lack of maintenance. Per CHW policy, failures that are due to lack of maintenance are not covered under our policy. We have requested you send in maintenance records for further review, however you declined.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I called when my washer stopped working, it took 3 or 4 days for service and when service came out, found problem, called in for approval was denied the OK. the service man said that it was not right because it was a safety switch that needed replace. I read my contract & saw it should have been covered called the company back & was denied again so I cancelled my contract that day. I called the repair man & asked exactly what it was I needed, then called the warranty company & they would not talk to me because I had cancelled my contract.Desired Settlement: I would like them to give me my service call money and get my washer fixed.

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 can see that out of the four claims you placed with us, we were able to assist you with the following claims:Claim #[redacted] for your Heating SystemClaim #[redacted] for your RefrigeratorClaim #[redacted] also for your RefrigeratorWe regret your frustration with the outcome in regards to claim #5[redacted] for your washer. We have looked into the diagnosis that the technician had given to us and with his diagnosis he provided a part number for the item that needed to be replaced. The replacement item was told to us as a LID SWITCH with the part number of [redacted] for your Kenmore unit. If you look up online this part number it does come up as a LID SWITCH and not a safety switch as you had mentioned.We do apologize, within our user agreement under Section D. COVERAGE you will see that we do not cover the door of the unit; which in this case is the lid to the washer. We cover the mechanical failures and in this case, this is considered to be a physical failure. We are very sorry that you chose to cancel your policy with us due to this one claim. 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 called the repair shop and wanted to clarifie the part I needed, if it was a door switch or a safety switch and they said it was totally different and they could not understand why it was denied for repair. That was a good way to get out of paying to have my machine repaired but I still had to pay the service charge.

Review: Choice Home Warranty is NOT honoring the terms and conditions of the home warranty coverage policy to repair or replace the air conditioning unit in my FL condo. After submitting a repair claim in February 5th that the AC was not cooling, the repair company that Choice had selected submitted a report that a leak test was required on the unit + Freon needed to be added, however, the repair technician also mentioned that the 18+ year old AC unit should be replaced. I paid $700 dollars for the repairs the technician reported. On April 6th I called to submit a new repair claim ([redacted] that the unit was not cooling and the repair tech this time stated the same concern the first tech had: the unit is over 20+ yrs old, it should be replaced. He submitted his professional opinion to Choice Home Warranty to that effect. They are refusing to repair or replace the unit saying it wasn't properly maintained. The technician that Choice Home Warranty sent stated the exact opposite, "...the unit was more than properly maintained and that is the reason it has lasted so long and beyond the product life expectancy". [redacted], the Home Choice claim representative (employee #[redacted]) stated that the Authorization Dept makes the determination on whether to approve or reject a claim. He also shared some remarkably outlandish conclusions about the HVAC and how they based their decision on the techs report, " history and the lack of maintenance".

Listen carefully to the offer of services and what is covered + READ the fine print. I called Home Choice this morning inquire from the sales department to see what is covered and even asked about a Florida condo HVAC that is properly maintained, however, over 20 years old. The reply from Robert Jenkins at Choice Home Warranty, "a unit that is properly maintained and working properly when you sign up is okay..."Desired Settlement: Pay for the repair or replacement of the HVAC unit. Repay the first claim invoice that Home Choice Warranty required to be done and reimburse the three year policy I purchased

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your AC unit, it appears that you had placed a claim for this unit once on 2/5/15 and then again on 4/6/15. We do apologize for the frustration that you are experiencing but we are unable to cover the cost of this claim due to the fact that the clam that was submitted on 2/5/15 was not properly fixed and it was previously denied for a lack of maintenance. The claim that you submitted on 4/6/15 was for the same unit and within the 2 months, even if you had cleaned the coil in the unit, the damage had already been done. A clogged coil is a restriction to the airflow causing the unit to overheat. Also, running the unit on low Freon will make the compressor short out and die due the lack of lubrication. Maintenance and cleaning should be done every year to ensure the proper function and quality of the unit. There was also colored dye in the unit showing that the unit does have a Freon leak and you had a leak test done but this was not the proper leak test as per the manufacture specifications and can also contaminate the Freon, that will further damage the compressor.Per our policy, CHW does not cover units that are not maintained properly. Please see section:F. LIMITATIONS OF LIABILITY4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance.8. CHW is 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. CHW is not liable for normal or routine maintenance. CHW 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.However, we did offer you a Goodwill Gesture to assist with this claim, which you declined. We are very sorry but there would be nothing further that CHW could do at this time. 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.Sincerely yours,CHW

Review: On November 13, 2014 Choice Home Warranty sent [redacted], Inc. to our home to repair our built-in Frigidaire oven. The serviceman said he would order a new thermostat and install it when the part was in. Two weeks later I call Choice Home Warranty and was told the part was no longer available, they would send us a check for $300 in 60 day and we would have to replace it ourselves. We were expecting them to replace it under the warranty. Our new built in oven with the same features as the old oven cost $809.95Desired Settlement: We would like to receive $509.95 which is the difference between our cost and the $300 check they sent.

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 we are able to provide you in November for a buyout of the parts that were no longer available in the amount of $350.00. I do apologize that you were not happy with this amount. We offered you money for the parts and for labor since the units parts were no longer available. Per our policy Section F. LIMITATIONS OF LIABILITY #9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.We do apologize that you were under the assumption that this was a buy out for the unit; again it is our cost of the part along with the labor as we explained to you upon your agreement to accept this offer on 11/18/14.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,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,

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: Choice home Warranity advertise a home Warranity 24/7 service, but when you call, they tell you they have no technician on duty. If your emergency happens on the week end, or a holiday, you have to wait for

Two - four days. My freezer stooped working on a Friday, and I didn't hear from them at all, so I called an electrican and had it fixed because I did not want to lose my food. When I contacted Choice on Monday, they told me they would reimburse me but it would take (1) month before I could get my money. When I signed up for the service they told me because I am a senior citizen I could get a discount , so I paid $1140.00 dollars for 3.5 yrs. in November 2014

Now in May, because I want to cancel because the service is not 24/7 they stated they have to prorate it. This is the second time that I have to pay for a service that is not being serviced, and I have already paid $11.40. I am a senior citizen. My refrigerator stopped working on the 25th of May, and I was told nobody could service me until May 27 th, nobody can wait 48 hours for a technician in 90 degree weather, suppose it was my heating system in January, I would freeze to death with a service contract that states it' s 24/7

Please help, I am a citizen on a fixed income. I need all the money I paid Choice Home Warranty. The claim numbers were: [redacted]

On May 25, 2015, and [redacted] earlier this month, I think it was on the 10th. My policy # is [redacted]. I have not received the charge of the 10th, for $180.00 and now I have to pay $300 dollars for this repair. I am on a fixed income. This is hustling backwards. Please help

Thank-you

[redacted]Desired Settlement: Full refund of $11.40 as soon as possible

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 on 11/14/14, we do see that you placed 2 claims with CHW and both we covered as a Goodwill gesture as a customer is not permitted to have work completed without authorization. Also, per our policy Section G. States that you understand that if you break the contact with CHW that you will be paying the $50 administration fee along with any paid claims that we have paid for you. We have given you the proper refund based on the policy and we have already given the credit to your credit card that you signed up with. This credit was given to you in the amount of $665.00 on 5/26/15.I do apologize that you misunderstood our policy as we do state that you can place a claim 24 hours a day and we do have 2 days to dispatch a technician and that technician has 24 hours to contact you to schedule the appointment. Section C. SERVICE CALLS: Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges.4. 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 are very sorry that you were unhappy with the policy and as stated you have been refunded properly.Best regards,CHW

Consumer

Response:

I am rejecting this response because:I was not paid the 180.00 that I paid for the second request for my freezer not cooling. I was promised the 180.00 in the mail. I have yet to receive, and that call was made the first week of May. I faxed the invoice, and mailed a copy, and was promised that I would receive it within a month, however I received a partial payment of my I initial payment of $1140.00. I am not satisfied at all with this company and feel they they are taking advantage of consumers. As I stated if my furnace had broken in Junuary in sub degree weather on a weekend or holiday, I could free ze to death waiting for three, to four days for a technician. This is not what I expected, nor would I have agreed too. I would like a full refund

Regards,

Business

Response:

[redacted],I do apologize that you are unhappy with the policy that you signed up for. Unfortunately, the $180.00 that we were going to offer you was a goodwill gesture but you chose to cancel your policy therefore giving up the $180 as it was advised to you on 5/25/15 by Stephanie of whom you had spoken with. Per our policy, Section L. Cancellations, if you chose to cancel your policy therefore we gave you a pro-rated refund also you were charged the $50 administration fee. Please see last page of policy or you can see it online at www.choicehomewarranty.com/useragreement.L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.You did not incur any fees from CHW, if you were to have been given the goodwill gesture it would have been taken out of the refund that you would have received. Your refund of your policy was $666.00, if you had received the goodwill gesture that we were offering you at the time you had your policy, you would have received a refund of $652.00.Once again Ms. [redacted], we are very sorry for any frustration that this has caused. CHW has followed all the rules of the policy and we are in full compliance of the policy and regulations. We are unable to refund any other monies to you because your policy has ended and you have already received the refund for the policy.Best regards,CHW