Choice Home Warranty

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: 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: 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: 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: 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: To whom it may concern. I [redacted] D. [redacted] purchased a home warranty policy from Choice Home Warranty, in 2012 and I just renewed my policy. My issue is as follows. On 7-24-2013, I phoned Choice Home Warranty at around 8:04 pm last call on this night was at 9:40 pm. I was speaking with Ms. [redacted] stating my central unit had stopped working. Ms. [redacted] stated someone would be getting back with me. I phoned Choice Warranty around 7:07 am on 7-25-2013, and [redacted] was the contractor for the issue at hand. Someone from [redacted] with [redacted] did come out and fix issue, but [redacted] noticed and stated to me that a coil needs replacing. [redacted] stated that he would contact Choice Warranty to state issue to them, and to get approval to fix that issue. I have been in my home for 15 days missing work with temperatures has high as 87, but feeling hotter. [redacted] from [redacted] and [redacted] from Choice Warranty informed me Choice wanted pictures of the work that needed to be done from [redacted]. I have called Choice Warranty on 7-25, 29, 8-3, 5, 6, 7, and 9th just to receive one phone call from [redacted] on 8-9 at around 9:50 am stating they are still looking for a contracting to do the work. She also stated that I have the option to use the Reimbursement Form and use my own contractor to fix the issue at hand. I informed Ms. [redacted] that I do not know nor do I have my own contractor ,nor do I have that kind of money and stated to her that is why I pay money every month to your company, so problems like this could be taken care of. I have been going around and around with Choice Warranty in need to just to get my central air fixed. I stated to everyone involved with this issue of why should my family and I live in a house full of heat if I pay my monthly fee and the contractor when one comes to my home. I was informed from everyone I have spoken with from Choice there is nothing as of yet they can do. I tried to resolve the issue, but to no avail.Desired Settlement: I would like for Choice Warranty to find a contractor in a timely manner and take care of my issue at hand. My family and I should not have to live in a very hot home. I fulfill my part of the warranty; therefore, I need them to fulfill their part of the warranty.

Business

Response:

Dear [redacted],

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way

to protect their most valuable asset. We are committed to providing a positive customer experience and we take all

feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances

listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our

web site at http://www.choicehomewarranty.com/user_agreement.php .

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

5/7/2013, Claim # [redacted], Air Conditioning, $133.50

We regret your frustration with the outcome in regard to claim # 50738051 for the Air Conditioning.

Upon review of your claim it appears as though we were unable to assign a technician to fully resolve your issue. Due to the lack

of available technicians in your area we offered you the option to use a technician of your choosing to complete

the process; however, that was not a valid option for you. Since this time

you have requested cancellation of your account, which was completed on 8/21/2013.

In light of the aforementioned circumstances, Choice Home Warranty has decided to provide a full refund

of monies paid for services from the onset of the policy totaling $492.00, and will appear on the credit card we have on file for you.

Our office has attempted to contact you to discuss this resolution; however, we have been

unsuccessful in reaching you by telephone.

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

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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: During routine service to my furnace, the technician found cracks in the heat exchanger, he told me the furnace wasn't safe because it may cause carbon monoxide in the house. The technician called Choice Home Warranty and explained the situation and he was told they would contact me later. CHW denied the claim, they claimed that they could see dirt in the pictures that told them the furnace hadn't be maintained. The technician assured them that he could verify that it had been properly maintained. I spoke to an individual at CHW who continued to deny the claim so I asked to speak to a manager. I was transferred to a manager that told me he would look into it and get back to me. The manager called back and told me there wasn't anything that they could do because my technician wouldn't work with them so I asked them to please send one of their technicians. Their technician came the next day and told CHW the same thing, the furnace had cracks in the heat exchanger and it had been properly maintained. The person that the technician talked to claimed to see dirt in the pictures, the technician told him there was no dirt. CHW then told their technician they would replace the furnace. Later that evening, the CHW manager called me to tell me they were replacing the furnace but I had to pay for the installation. I told him I didn't think that was right and he told me that was the best that they could do and I should be happy since they were paying for over half. The manager told me if I didn't pay for the installation, they wouldn't send the furnace. Since it was a safety issue I didn't feel as if I had a choice but to pay the installation charge. I tried to contact CHW but Tracy M didn't return my call or answer my email.Desired Settlement: I would like Choice Home Warranty to refund the $730 that I had to pay for the installation of the furnace. I don't understand how you replace a furnace and not include installation.

Business

Response:

Dear [redacted]:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] Upon review of your claim, CHW provided you with new parts to make sure that the unit was working for you. This claim was not a covered claim due to rust and corrosion on the heat exchanger this is a lack of proper routine maintenance. CHW does not cover failures that are a result of rust or a lack of proper maintenance.As a good will gesture CHW did provide the new unit for you. Since this was not a covered claim, you would be responsible for the non-covered charges. CHW did a good faith gesture for you on this claim as it was not a covered item. We do regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Two different technicians, the second technician was of CHW choosing, told CHW that there was no rust or corrosion on the unit and it had been properly maintained.

Regards,

Business

Response:

[redacted] , As a goodwill gesture we did provide the unit for you as for the diagnosis of the system it stated that the heat exchanger was cracked and it was visible. He stated that the crack was expanding and there were several burn marks on the exchanger. This would have been prevented if you had proper routine maintenance completed on the system.We do not see proof that the system had been properly maintained per the diagnosis from all the technicians. Thank you,CHW

I had the warranty about a month when my A/C stopped cooling. I called CHW at 4pm to file a claim (took 10 min), a contractor was assigned by 4:45 and email sent to me by CHW, an appointment set for first thing the next morning with contractor by 5pm. Technician was great, showed up on time ([redacted] in [redacted] FL), figured out it was a bad Condenser Fan Motor, had the part, he got authorization to proceed from CHW within 5 min, had it fixed 20 minutes later (total 1 hr). All I paid was the co-pay and a tip to the technician (superb job). This warranty has already paid for itself this year!

Review: When I signed up, the representative told me that my AC problem would be repaired or replaced after the 30 day waiting period if I still had problems and in fact, he encouraged me to sign up since I did have problems off and on. I paid $450 on July 27th and waited for 30 days before I could file a claim. My problem was under control but I called them after 30 days of waiting period and asked if they would cover the repair since it was not working at it's maximum potential. I also told them what other AC technician already told me and specifically told them that I didn't want to pay another $200 to be told that it was not going to be covered- several times during that conversation. They said that they could not give me an answer until their authorized technician confirmed what was needed even though I told them that I knew what the problem was because I already had it checked by another technician. They insisted that I get their technician out to determine if they would cover but also the testing was going to be my expense. I ended up paying the technician $145 just to tell me what I already told them repeatedly. They told me after I paid the technician additional $145 that they would not cover simply because it was a pre-existing problem which I already told them when I called. I asked for the refund and they refunded only $362.50. I need my $145 plus the difference of $87.50 back. I disclosed everything from the very beginning and they lied and intentionally caused more financial loss and this is a scam. If they keep $87.50 from each person who signs up because of their lie, their income adds up for doing nothing. I need my 232.50 back so I can apply it toward my AC repair. I talked with several companies that work for home warranty companies since then and they all said that it's rare that warranty companies actually pay for the repair.Desired Settlement: I need my $232.50 back so I can pay for my AC repair - I repeatedly told them before and after signing up for the warranty what the problems were and they still made me pay for the testing and then said they couldn't cover because it was an existing problem.

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] Upon review of your policy that began on 8/23/15, you placed a claim for your AC unit on 8/24/15 one day later. On 9/11/15, you had advised us that your home was new and only purchased the policy for us to fix your AC. You chose to cancel the policy due to our exclusion stating that all units must come into the policy in proper working order on the start date of the policy.CHW does not cover failures that are pre-exiting to the policy start date as stated in Section F. Limitations of Liability #1 states “ 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.”As well as Section A. Coverage #3 states “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 see that you have cancelled your policy and CHW did provide you with the correct amount of a refund as stated in Section L. Cancellation:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I had asked several times if there was a chance that it would not be covered before scheduling the technician. I told you repeatedly that I didn't want to dish out another $200 only to find out that it was not going to be covered while explaining exactly what the problem was. You kept insisting that the diagnosis had to come from your technician and you didn't know if it was or was not going to be covered and I had to pay the additional money to the technician to hear the exact same diagnosis.If everything is so clear and you know so well what you provide and not provide, why do you make home owners go through the motion instead of saying it upfront WHEN SPECIFIC QUESTIONS ARE ASKED??? WHY DON'T YOU BE HONEST AND SAY THAT IT IS NOT GOING TO BE COVERED BECAUSE IT WAS PRE-EXISTING??? HOW MANY TIMES DID I SAY THAT AND YOU STILL INSISTED THAT I HAD TO PAY EXTRA MONEY FOR THE EXACT DIAGNOSIS THAT I TOLD YOU SEVERAL TIMES??? I could have saved the extra money toward the repair. You lied about it when I signed up also and that was the only reason why I signed up because I was told that you would repair or replace if there was any problem. I will let everyone know what you did so they avoid your company. As you can see, my problem with you is the fact that I told you in advance and you still made it sound like you would cover it and made me waste extra money that I could have used toward repair. It is a lot of money for nothing.

Regards,

Business

Response:

[redacted], When you place a claim, you are speaking with a customer service agent. They are not technicians and cannot advise if a unit is covered or not. We have to understand the diagnosis before we can provide an outcome of the claim. The technician that goes to your home has to speak to our inside technicians for the claim to be reviewed against the policy to see if it is covered.CHW did not know the outcome of your claim until we have a diagnosis. We do regret the frustration that you had however you chose to cancel your policy therefore there is nothing further that we can do for you at this time.Respectfully,CHW

Review: On 10/9/2015 a claim was submitted online to CHW for an AC repair on a unit that has a history of issues which kept reoccurring when CHW sent their technicians out to work on the unit. CHW informed us that the claim would not be paid and the unit would not be covered under the warranty because we did not provide a history of maintenance for the unit. No where in the warranty contract does it state that this has to be provided or completed in order for the unit to be fixed. The unit has since had to be replaced at full cost $3800 and CHW would not cover any of it. When asked to cancel the warranty with the company due to terrible service we were informed we couldn't get a refund on our policy that had no been used. No paperwork was ever signed that stated we would have to waive our balance should we decide to terminate the warranty early. When we tried to appeal the decision from CHW and ask to speak to managers our requests were denied stating there was no such process for appealing. CHW would not provide any assistance or recourse of this issue. The service received from CHW and the technicians they sent to our home were terrible. The new technicians we used to install the new unit believe the previous technicians were not skilled/qualified in the repair and essentially caused the unit permanent damage. The new technicians also tried to communicate the issues regarding the unit to CHW but CHW would not listen to them. The new technicians even told CHW that the units issues were not a result of us (the homeowner) and had nothing to do with maintenance issues. Our warranty states full coverage on all AC repairs and does not state anything about having to provide maintenance records. Choice was no help and when we purchased the original warranty from them they never stated we would have to provide such records or not be able to cancel at any time.Desired Settlement: I believe CHW is trying to save money by not paying for the unit to be replaced at a cost of $3800. They will not refund my money for the remaining balance of my policy and will not allow us to appeal their decision. We would like a full refund for the $3800 expense we had to incur for the new unit as a result of their faulty technicians. We had to pay for this new unit when we purchased a warranty which should have covered such an expense. We would also like a refund of our money for the remainder of our policy. We have a policy we cannot use because the CHW does not cover anything like stated in their contract. This company has unethical business practices and terrible customer service.

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] Upon review of your Air Conditioning claim we do see that this claim was not covered per our policy as a lack of proper routine maintenance. When speaking with you on 10/19/15, you had advised CHW that the unit had been broken since July of 2014 and the technician has continued to recharge the unit. This unit shows that there is a lack of proper routine maintenance since there was a leak in the condensing coils. Since these types of coils are durable and can withstand all weather conditions the way that they can fail is with a lack of proper routine maintenance.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.As per your refund, once you signed up with our company you agreed to the terms of the policy. That being said you had agreed to Section L. Cancellations. Also, we do not require you to provide maintenance records but if you state that you have had it routinely maintained and the technician states something different and you stated something different, we suggest you send them in to show us.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy. Best regards,CHW

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: 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: 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: 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: 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: First, you give consumers an email and phone number to contact Tracy at Choice before filing a claim. I emailed and left voicemails several times with no response.

I purchased home in May 2014. Called Choice due to A/C not cooling correctly in June 2015 during extreme heat wave and they sent out a technician that reported back to Choice that fins bent and in poor condition and condensing unit needed replacing, unit had not been maintained so they would not cover. My HVAC service company had done yearly maintenance one month prior and the only thing noted was that the unit was 19 years old but still working fine. I waited out the heat wave and unit cooled ok for a while. Started acting up again so I called my HVAC technician who said the compressor was running hot and needed replacing. He said it was not from lack of maintenance but from old age, normal wear and tear. The lifespan of a central heat and air unit is 15 to 20 years and this one is 19 years old. It is a builder grade, inexpensive unit and I believe it is great that it has lasted 19 years. If it had not been maintained, would it have lasted this long?

Choice offered to get me a new (Lennox) air conditioning and furnace if I pay $2,950 and they would eat the cost of installation. No model numbers or details on the new unit provided. This should be covered under my plan at no cost to me.Desired Settlement: I want Choice Home Warranty to replace the Condensing Unit instead of hiding behind their "not maintained" clause as they try to do for everything. Appliances that are not maintained do not last for 19 years and many that are maintained do not last that long. If I do not get satisfaction, I will cancel my contract which is good thru 2018.

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 did speak with your technician as you had a second opinion come out to your home. He stated to us that the unit was fixed and did it at no cost to you.Our policy does state that we do not cover units that fail due to a lack of proper routine maintenance. We understand that you stated that the unit was properly maintained but the technician that came out to your home stated the condition of the unit and that it was in poor shape. He stated fins were bent and the cap was bad. The technician did replace the cap of the unit and CHW did pay for this part although this would be considered a non-covered claim.We urge all customers to read our policy and contact us with any questions.Respectfully,CHW

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: 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.

We purchased a warranty as our house is now 9 years old and I thought things might start breaking. Unfortunately, I was correct as the first time this year we fired up the heater it started banging and it was obvious it was broken. I immediately called Choice and they referred us to the one of their heater companies. The heater company came out and then filed a report with Choice. We never heard back and had to call Choice to find out that they said due to "rust" the issue was not under warranty. Also, they stated that the repair company said the issue was the heat exchanger and the heat exchanger was under warranty so that supersedes the Choice warranty. OK, so now I contact the heater company Choice sent out and they proceed to tell me that the labor alone to replace the heat exchanger would be $1900! They then give my wife the hard sell of the unit is 9 years old and she should really buy a new one for $3800. Feeling as though something fishy was going on, we called our own AC/ Heater guy who we trust completely to look at the unit. He came out and, first, stated that there was no way the heater company could have known that the heat exchanger was the problem unless they took apart the unit (based on it's location on the house) which of course they did not. Our heater guy then looked and found that the motor had failed and he thought it highly unlikely the heat exchanger was bad. He changed the motor and for $650 labor and parts (since it wasn't under warranty) we were back up in operation and the unit has been running smoothly for well over a month. If Choice had used a REPUTABLE repair service the motor should have fallen under the Choice warranty and everything should have been fixed appropriately; however, something tells me they would have rejected the claim due to rust or some other fine print. As it turns out, there were issues from both Choice and their repair service which were shady to say the LEAST! BEWARE doing business with Choice or ANY of the repairmen they send to your house!!!!!!

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,