Choice Home Warranty

Per your request, CHW will be reimbursing you $for the cleaning of your septic system.The details of your situation are not representative of the 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

Dear [redacted] ,We are very sorry that you are unhappy with our policy and are willing to offer you a full refund that you paid in the amount of $1005.00; even though we did pay out $in claims for you If you accept this offer, please contact me directly at [redacted] and I will send you the final paperwork.Thank you,***

We apologize for any inconvenience this claim has caused youThe information that was provided to CHW stated that due to lack of maintenance, your unit has a clogged heat exchanger causing it to crack Clogged heat exchanger causes lack of proper air flow to the system Unfortunately, failures that are caused to lack of maintenance are not covered in CHW policy We have requested maintenance records to further review the claim, however have not received any documents till today.The details of your situation are not representative of the 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

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret your frustration with the outcome in regards to claim # [redacted] for your heating system Upon diagnosis, the service provider stated that due to restricted air flow into the system caused by dirty filters, your unit’s limit switch needs to be replaced The technician stated that the unit overall needs to have proper maintenance preformed Unfortunately, CHW policy does not cover failures due to lack of proper maintenance We have requested that maintenance records be sent in to verify the maintenance performed on the system We have not received any documents as of yet.Please see below:We are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 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

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 this situation Our records indicate that a credit for $was accepted by your credit card company for your card ending in*** Although your account might have been canceled with the bank, they have accepted the credit on 11/11/and should be issuing you the refunded amount Please contact the bank that has issued you the card ending in***.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

We apologize for the frustration that this claim has caused you Although CHW does not set up scheduling as we don’t know the technician or the consumer’s availability, we have added a onetime free service fee to your account to make up for the frustration you have encountered while scheduling with the technicians We understand that you might not agree with the diagnosis provided by the service provider If you would like, you can submit your own second opinion diagnosis for further review However, we would like to note that the diagnosis provided by service provider stated that your unit has failed due to lack of maintenance They have also provided CHW pictures of the unit showing the coil to be dirty and debris inside the unit, also indicating lack of maintenance.The details of your situation are not representative of the 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

[redacted] I am rejecting this response because: Choice Home Warranty should stand behind their contractors work or lack of workThey ate, in fact, the ones that hire these contractorsI never waived any rights like they say, that I am aware ofJust another example of how this company takes advantage of its customers and another example of why I cancelled their services

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 washing machine Upon diagnosis, the service provider stated that your unit needed a new pump CHW authorized the service provider to make repairsPer CHW contract, CHW has the sole right to determine if a unit is repaired or replacedCHW is also not liable for delay in getting parts CHW authorized $100.0, the cost of repair, to be sent out to you as you decided to replace your unit.Please see below:FLIMIATIONS OF LIABILTYWe are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposalWe are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipmentWe have the sole right to determine whether a covered system or appliance will be repaired or replacedOur records indicate that per your request your policy was canceled on 2/20/ The details of your situation are not representative of the 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

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 we see that your policy started on 2/28/and you had placed claims with usOne claim [redacted] for your plumbing stoppage on 2/26/15=before your policy startedSecond one claim [redacted] for your septic system the day your policy started 2/28/15We regret your frustration with the outcome in regards to both of these claims Per our policy, Section ACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components.We are very sorry that you chose to cancel your policy with us Unfortunately, with the policy being closed; we would not be able to assist you with this claim.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused Best regards,CHW

Dear Consumer, although this is not a covered claim in which CHW is obligated to pay CHW is willing as a gesture of good faith to offer you a full refund of $ Please be so kind as to affirm acceptance and we will be happy to issue a check to your attention and consider the matter resolved

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

I am rejecting this response because: The first technician that came to inspect the unit claimed that the entire unit needed to be replacedI paid him the $service feeHe said nothing about dirty coils or debrisThe second technician that came tried to order parts to fix the condenser motor but since the unit is years old, the parts are now obsoleteThe third technician took photos of the unit and told me that the entire outside unit needed to be replaced, that the unit was so old that it was "fried"The fourth technician refused to make a service call because I would not pay him an additional $service feeAfter first contacting CHW on Nov 28,, it has taken them months to make a final determination on my claimDuring this time, my furnace has been running on "emergency" heat and using more electricity and wear on my furnaceI have taken days off of work to wait for service technicians that did not show up or refuse to come to my houseI feel that no amount of maintenance on this old unit would have helped it run any longerI have this opinion as a result of comments made by technicians

We apologize for the frustration that you have encountered in regards to this claim Our records indicated that per your request on 12/8/you policy was cancelled Unfortunately, we cannot reinstate you policy If you would like to open a new policy please contact our sales department.The details of your situation are not representative of the 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

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 [redacted] Upon diagnosis, the service provider stated that your unit’s pump seal is worn out He stated that this is an overtime failure that could not have developed in the lifetime of the policy The technician also pointed out that are ceiling stains that show a leak CHW is not accusing you of knowing there was an issue with your system However per CHW policy, known or unknown pre-existing issues are not covered.Please see below:ACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditions.FLIMITATIONS OF LIABITYThe 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 conditionsWe will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.We understand if you do not agree with CHW policy and in light of good customer service we offered you a full refund of your policy.The details of your situation are not representative of the 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

I am rejecting this response because: When I call on December to indicate the a/c wasn't cooling properly, CHW failed to check out the issueWithout a proper diagnosis, they could have not determined there was a leakAs a non-expert consumer, I have no way of knowing there was a leakAfter all, I pay a monthly premium to have my appliances protectedEven if leaks are not covered, they should have send someone to investigate the claimThey are just trying to get out of their obligation Regards,

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAs per your instruction I will send an email you to cancel the contract Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: choice home warranty knew when they requested on their own a third opinion that they weren't going to pay for repairs at this point I want to get back all the money I paid them and cancel service...the unit was maintained and it's old how long do they expect it to functionThen each customer service representative that called and presented theirselves as a supervisor got nasty with me...I want my money back for two years of non serviceThey are a joke Regards, [redacted]

I am rejecting this response because: freon was added to unit before it went outIt was NOT low on freonYour technician can verify that as I paid him to fix leak and add freon as you denied that claim alsoYou are WRONG!!' Regards,

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 $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 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

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy we do see that you have placed claims that we were happy to assist you with: [redacted] 01/05/Plumbing System $[redacted] 08/24/Plumbing System $77.50We do see that we were unable to assist with the claim for your heating system, claim number [redacted] that you placed on 1/30/ We do show that we dispatched BMR Contracting to you the same day Per our policy, CSERVICE CALLS # Upon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hours It is the customer’s responsibility to schedule the service call with that provider If you had an issue with the time frame that the provider had, you could have always called us back to send out a different Service Provider.Upon our technician’s diagnosis, he did state that your unit had corrosion; which you confirmed through your email to us on 2/7/ He also stated that he believed that the heat exchanger was cracked but he could not be certain He did send us pictures of the unit that confirms that it was rusted with corrosion This service provider could not see the exact issue so CHW sent out a second technician to further assistOn 2/11/we sent [redacted] Heating to diagnosis the unit and with his findings, he did state that the valves needed to be replaced There was a cracked heat exchanger on the unit due to the lack of maintenance that was performed Our policy states under Section DCOVERAGE, #HEATING SYSTEM:EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumpsAccess - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) - Calcium bui- MaintenanceAlso, please see Section FFLIMITATIONS OF LIABILITY We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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.We are very sorry for the frustration that this claim has caused you but please understand that we are following exactly what our policy states We do look forward to assisting you with future claims.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused Best regards,CHW