Choice Home Warranty

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: 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: 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: 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

Review: I was called by Choice Warranty and convinced to sign up with them after being with [redacted] for 8 years by telling me they covered everything I had covered. I read from my warranty coverage and told yes yes we cover that. Then was sent an email stating all that was covered including hot wate heater. Then when the water heater went out the denied all coverage. They only cover the plumbing to the water heater and the heating element. My previous company covered it all.[redacted] put in an entire new heater in my house and did all plumbing and electrical and heating system. Not just a part. I was lied to and the warranty was grossly misrepresented to me on the phone and in the email now I am out 1400 for the water heater and 1050.00 for the warranty. And they have been incredibly mean and said they aren't responsible for what the sales rep says on the phone to get a sale. I was cheated and lied to and the sales rep GROSSLYmisrepresentated the warranty which was completely different from what II was told on the phone and what the email says. I still have the email that says the water heater is covered. Not just the cheap partsDesired Settlement: I want out of my contract. I want my 1050.00 I paid for the contract and 1400.00 for a new water heater I was told was covered in the warranty on the phone and in an email I still have.. The sales rep totally misrepresented the warranty and lied telling me Choice covered exactly what my previous warranty covered. Then sent an email stating they covered the water heater..... When in reality they only cover the plumbing to the water heater and a heating coil only. Complete lie and total misrepresentation of the warranty. I have an email saying they cover the water heater. I was told repeatedly yes yes yes we cover everything you have covered now when I read exactly what I had covered. The reps name is [redacted]. I took his name and phone and email because I said I would call him back if I wasn't happy because it sounded too good. 45 minutes he went on and on about "we cover the same things". "it's just as good". And it is a lie

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 regard to claim #[redacted], for your Water Heater. Upon diagnosis, the service provider stated that your unit was leaking from the tank. Unfortunately, CHW policy doesn’t cover the main storage or holding tank. 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

Review:[redacted]

I am rejecting this response because:

They did not address refunding my $1050.00 money for the warranty nor address the lies I was told which made me switch my warranty company in the first place. I want a full refund sent ASAP and I will sign nothing that states I won't take further action. I WAS LIED TO. Y A SALES PERSON REPRESENTING THE COMPANY AND THIS COMPANY MISLEADS POTENTIAL CUSTOMERS BY GROSS MISREPRESENTATION. I want my money back and the $1400.00 I had to pay for a new water heater that was previously covered!

Regards,

Business

Response:

We regret your frustration in regards to this claim. The information provided by the service provider stated that your water heater was leaking from the main storage tank. Unfortunately, the main holding tank is not covered under the policy. If you would like to discuss the cancelation of your policy, please call our cancelations department at ###-###-####.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: This company is a hustle. I bought a Warranty with Choice Home Warranty when I bought my new home. Well, I filed a claim to fix my air conditioner. The technician came out and come to the conclusion that my outside unit was no good and running all the time. The inside unit is bigger and newer and doesn't match outside unit so outside always runs and does not cool below 75 degrees on a hot day. It always runs. Well Choice did not cover fixing my air conditioner. They told me nothing they could help me with! It needs to be replaced, probably both units so they will match and run correctly. This company is a false advertisement but once you spend $650 for the warranty they send you a list of hundreds of things they do not cover. They don't cover anything what so ever! This is a horrible business with no integrity.Desired Settlement: Replace my air conditioner system. That Choice Home Warranty advertises to cover.

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, I do see that CHW has provided you with a good will gesture to assist with this claim on 9/9/15; the check was mailed to you. We are happy that we could help on a claim that would normally be non-covered with no offer of a goodwill.We do apologize for any frustration that you have experienced.Regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:A $200 good will gesture isn't nothing compared to a $5000 bill to fix my AC. I will not even cash the check and haven't got it yet. Choice Home Warranty is a rip off company. I want my story to stay on line and will talk to media. Thanks you.

Regards,

Review: My oven went out and was repaired under warranty by choice. While fixing the oven their repair man flipped a breaker and shorted out my air conditioning unit. Choice is now refusing to repair the ac unit.Desired Settlement: I'd like for choice to repair the ac that their repair man broke.

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 . I do see that you had a claim for your Oven and that CHW did send a technician out to diagnosis the unit and he was authorized to repair that unit. You stated to us that he had hit a switch and did something to “mess up” your AC. We then placed a claim for your AC and had the same technician come back to your home. I do see that he has been working with you in regards to this event.I do apologize although we have filed a complaint against the technician with our Territory Managers, there is nothing that we would be able to do for you. This would be between you and the technician from A to Z Appliance and Plumbing Services.Per our policy, Section F. LIMITATIONS OF LIABILITY19. 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.We do regret any frustration that you dealt with. CHW strives to help our customers with all of their home needs. We do follow our policy and we do expect our customers to as well.Thank you for your feedback as it is always helpful for us; it allows us to improve our customer service.Best regards,CHW

Consumer

Response:

I am rejecting this response because:After submitting my last message regarding the air conditioning the technician at fault, nor any other technician, was sent to look at the unit.

Business

Response:

I do apologize for any frustration or trouble that this has caused. Per our last correspondence and the communication that you had with our customer service reps, if you feel that the Air Conditioning unit was in any way damaged from another technician, please call that technician to have them come to fix your unit. We spoke with the technician from [redacted] and they stated that they did not do anything to your unit but again if you feel as though they had any fault in the unit shorting to the ground and having the compressor stop working; please call them as CHW is not responsible for the work or damage of any technicians. This is stated in our policy in Section F. LIMITATIONS OF LIABILITY # 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.This can be found on our website at www.choicehomewarranty.com/useragreement. The technician ((Brent & Steve) that was out to your home for your oven was [redacted] and Plumbing Services they can be reached at ###-###-####. Best regards,CHW

BEWARE! I know this company appears tempting because of the lower rates. I fell for it and got a major screw job. They will honor the small claims. But once a big one comes, they will flat out refuse to pay. You will hear one of these two excuses, "pre-existing condition" or "failure to provide proper maintenance". PEOPLE, PLEASE LOOK AT ALL THE BAD REVIEWS. And if that's not enough to convince you, even the NJ Attorney General is trying to shut them down. The company is owned by a group of slick, greasy East Coast lawyers. They have their local Revdex.com in their pocket and will skirt any small claim lawsuits with a bunch of fine writting in the contract. BE SCARED, BE VERY SCARED!

Review: I signed up for choice home warranty on June 12,2014. I received my benefits booklet a few weeks later. My garbage disposal quit working on July 15, 2014. I called in to file for service of it and received claim #[redacted]. The plumber came to investigate and informed me that the motor was burned up. It needed to be replaced however, choice home warranty would not give him the okay to proceed. They told me that it was a pre existing condition. Basically, they accused me of lying about my disposal. Now, Iam out the $45 service fee and 2 months worth of charges for the warranty which equates to $84! Plus I have to pay to get the disposal fixed!Desired Settlement: I want my money returned, all of it which is $129 since their warranty is not valid and worthless! I will have to pay for my disposal to be replaced and it's covered in the booklet I received. They are the liars, not 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 your Garbage disposal claim, claim #[redacted]. Your CHW policy start date was 07//13/14. When placing the claim you stated that the unit stopped working in or around 07/16/14, 3 days into the policy. Upon diagnosis, the technician stated that the unit's motor was burned out. According to the information provided by the technician it was evident that the unit was not in good working order prior to coverage with CHW. Per the contract terms, CHW does not cover any known or unknown pre-existing conditions and we require that all items be in good working order prior to effective coverage with CHW. Please see below:A. COVERAGE3. 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. 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.18. CHW 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.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 want my money returned to me. The first 2 months of $42 each and the $45 service fee call.

Regards,

Business

Response:

,We apologize for the frustration you have experienced with this claim. CHW policy provides full refund of policy if policy is terminated within 30 days of purchase. You canceled your policy after 30 days. However, you were not charged the $50 cancellation fee for canceling the policy before the contact term, per CHW policy.Please see below:Section L. CANCELLATION4. 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. 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: Company contract is misleading, their policy do not cover repairs as they promise/ advertise. They come up with any lie or excuse not to cover repairs of any sort. It is a scam.

My microwave stop working, it has never failed in the past. When I open the claim they rejected due to a pre existing damage.

Advise to other customer: KEEP YOUR MONEY. THIS POLICY IS WORTHLESS. you will end up paying policy $$$ and technician visit $$$ to find out they will reject the claim.Desired Settlement: for them to cover the repair

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] Per our policy, Section A. Coverage #3 states that all units must come into the coverage in proper working order. The microwave unit that you have did not come into the policy properly. It was in poor shape with the door skin loose, had a bad magnetron and high voltage transformer. This is something that happens within a long period of time and your policy had only started 9 days prior.We do see that you have cancelled your policy with us therefore there would be nothing more that we could do to assist you.We do regret your frustration with this claim 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:The microwave was operative when entering in the policy and stopped working when communicated to the insurance as a claim. Alleging it is was damage before the signing up the policy is inappropriate. Items are operative until they are not, no body can plan when things are going to have a failure. To avoid this type of back and forth company should conduct a inspection before signing up otherwise everything it is going to be presume existing according to this non sense allegation. this is a SCAM, I am glad I cancel it, this policy and company are thieves, they will do anything not to cover any repairs.

Regards,

Review: I have Choice Home Warranty for my home. I paid for repairs for my water heater back in Mayn and was told I would be reimbursed. As of today I have not received my reimbursement checik. This is very disappointing. Each customer service representative I spoke with provided misinformation to me regarding my reimbursement. I requested and manager to call me back and I still have not received a call back or my reimbursement check. I do not recommend this business. I will be cancelling my warranty planDesired Settlement: To receive my check overnight and a credit on my account. This issue has been mishandled

Business

Response:

The details of your situation are not representative of the normal CHW customer

experience and we sincerely regret your frustration and discomfort.

We are committed to providing a positive customer experience and doing the

right thing for all our customers, contractors and employees. We take customer

feedback very seriously. Among other things, it’s an important component in how

we rate our contractors.

A check in the amount of $131 was mailed out to you on 7/1/13.

The check was mailed to the following address:

Please confirm if you have received the check.

Thank you.

Review: Choice Home Warranty refuses to fix the compressor on my air conditioner. I was requested to submit documentation to prove maintenance which I did. I was told that this is a maintenance issue, even though it was something I would not even know about until the damage was done. I was told by the contractor that Choice informed them that they were not going to pay because the policy is too new, then later it was changed to "lack of maintenance", even though there is not a speck of rust on my outside unit that needs repair, nor are there any clogged hoses, no vegetation growing around the unit - very clean and maintained. The unit was last inspected in March of 2015.Desired Settlement: payment to have my air conditioning replaced by another qualified heating and ac company of my choice as well as compensation for purchase of portable air conditioners , as I do not have time to play games with this company - I have people in my house with breathing issues and I refuse to risk their health while waiting for Choice Home Warranty to stop playing games.

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 CHW on 7/9/15, you placed a claim for your AC unit on 8/6/15. The technician’s diagnoses stated that the scroll compressor was shorted and tripped the breaker. This takes a long time to happen and if the unit was proper maintained it would have been seen. CHW doesn’t cover failures that result from a lack of proper maintenance and that result of not coming into the policy in good working order. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Consumer

Response:

I am rejecting this response because: I had other companies come out and tell me the problem was NOT a lack of maintenance. The information I received about what is covered and what is not does not indicate that my issue was something they do not cover. Furthermore, I was informed through a 3rd party that I was not covered because my policy was too new. The company they sent out was fighting for me, but were told that the insurance company would definitely not be doing anything, as I cancelled my policy. The only reason I canceled the policy is because I was getting the runaround and nothing indicated that my problem was not covered. Their advertising tells the consumer that things get old and need replacing and their insurance covers it. Apparently it only covers inexpensive claims. I did some research and found others that had the same experience I did - Their ac units were well maintained, but because it was a high dollar repair this company weaseled out of it with the "lack of maintenance" excuse.

Review: I made a service call on December 18, 2015 regarding the air conditioner running all the time and not cooling properly. CHW failed to send a tecnician to check out the problem. I completed another request on today's date (February 26, 2015). At this time, the a/c had stopped cooling alltogther. This time they did send someone. The technician filed his report with the company indicating they compressor went bad and that I need it to speak to Choice Home Warranty about it. I called them immediately. They told me that the compressor failed as a result of the unit running low in freon for a long time. They also said that because I ran the unit while low in freon, the repairs were not covered.

Meanwhile, they never came when I reported the issue, which is as soon as I noticed the problme but not before I called [redacted] to check out why my electrical bill was so high. They determined the a/c was causing the bill to be high.

CHW also told me that I indicated when I first filed the claim that the a/c had a leak, and that, because leaks are not covered under the warranty, they will not do the repair. My argumnet there is that even if I told them "I thought, or was assuming the unit had a leak", mainly because I knew it is from 2005. They had the obligation to check it out. After all, that is why I pay every month to have my equipment protected.

It sounds to me, as if they knew the defective functioning of the unit was going to lead to bigger problems eventually, and they rather let it run its course. Then use the lame excuse that the customer "told them" it was a leak.

Now, I am aware of the fact that I should have followed up and made sure they came to check it out, like I did on a prior claim for a septing tank, which took forever to resolve, thought at the end had the expected resolution. Unfortunately, I was not aware of the poor condition the a/c was in. That, added to teh fact that the weathre was nice enough t o keep the unit off, it is all I am guilty of.

Please help.Desired Settlement: I would like to get my air conditioner repaired. I am also considering cancelling the warranty services after the repairs are completed due to the fact that they company does not honor the terms promised.

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 Air conditioning system. Upon diagnosis, the service provider stated that running the unit with low Freon levels has caused the unit to overheat and the compressor to fail. Our records indicate that you placed a claim for your air conditioning system on 12/18/14, stating that the unit was working but there was a leak in the system. CHW advised you that CHW policy does not cover leak testing. Maintaining the correct Freon levels is part of maintaining your system and is not covered under CHW policy. Please see below:D. COVERAGE4. AIR CONDITIONING/COOLEREXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.F. LIMIATIONS OF LIABILITY4. 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: When I call on December to indicate the a/c wasn't cooling properly, CHW failed to check out the issue. Without a proper diagnosis, they could have not determined there was a leak. As a non-expert consumer, I have no way of knowing there was a leak. After all, I pay a monthly premium to have my appliances protected. Even if leaks are not covered, they should have send someone to investigate the claim. They are just trying to get out of their obligation.

Regards,

Business

Response:

I do apologize for your frustration on December 18th you placed a call to our company for the results of the Sump Pump claim that we had approved for you. At that time you went over the coverage of the AC per our policy with our supervisor. We happen to have this call recorded and during the call you stated that the unit does have a leak. You were advised that since there was a leak, you would be responsible for a leak detection test because that is not something that we cover. You then advised our supervisor to NOT send out a technician and that you would wait. On 2/26/15 you placed a claim online yourself for your AC system (claim # [redacted]) and we did send out a technician to your home. This was not a covered claim due to the fact that you did not have the issue resolved in December. By not having the issue fixed when you first noticed it cause damage to the compressor. This is considered to be secondary damage. Please see Section Limitations of Liability #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.Once again, we apologize for the frustration with the outcome of the claims and look forward to assisting you in future claims.Respectfully,CHW

Review: We called in reference to our microwave stop working. They sent out a contractor to look at it. The guy wanted the $45.00 up front no problem. The only thing he done was open the microwave door to get the model number and told me they have to go and get a code to reprogram it and they will return. We waiting on the service guy to return we called 2hrs.later they didn't answer. We get a call from Choice Home Warranty they told us that it is a preexisting problem without taking it apart.mine you we never had them before and the microwave never had problems. So they refuse to repair it and customer service was very rude and just hung up on us.We called back and they keep giving us the run around. I just cancel them.Desired Settlement: Fix the 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 had begun on 10/17/15, your claim for your microwave was placed on 10/26/15 and you had stated that the unit had not worked since the Friday that had past (10/23/15) that would make the unit not working only 5 days into the policy.Per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order on the start date of the policy. The technician state that the touch pad and control board had gone bad; these things take time to wear out and could not have failed within the time frame of the policy.We do see that you have cancelled your policy with us and although we do regret your frustration; CHW is in full compliance with our terms and conditions of our policy. Respectfully,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because : I purchased you all warranty on September 17 2015. So my microwave was working until I made my claim. For the service guys who came out like I stated they didn't take anything apart. The only thing they done was get the model # only and said they would call us to reset the unit , which they didn't do. We paid them and the problem was not taken care and we didn't here back from them.

Regards,

Business

Response:

[redacted]Your policy begins 30 days after you purchase it due to the fact that we expect all units to be in proper working order the date the policy begins. This claim was not covered due to the fact that the failure was pre-existing to the start date of the policy. We apologize for any frustration but this is not a covered claim. Thank you,CHW

I have had nothing but bad experiences with Choice at every turn. I filed a claim for a faulty HVAC compressor last week, which failed in the midst of **'s Snowzilla winter storm. Firstly, the initial service provider did not make contact with me or respond to my phone calls. After four days, Choice Home Warranty finally responded to my email concern, at which point they dispatched a new service provider. The new service provider did not return my phone call to set up an appointment time and neglected to answer the phone for days.
When he finally made the assessment of the failed compressor, Choice insisted that the equipment was not covered by my comprehensive warranty because the unit had not been properly maintained. When I insisted that during my tenure in the property it had received two separate maintenance calls in five months, Choice requested receipts for those service calls. I provided records of those service calls, including one for a service call that happened the year prior to my property ownership. Upon reconsideration, Choice then refused an authorization for repair or replacement because the receipts did not include "model or serial number" on the invoices. I attempted to explain that there is only one HVAC at the property address listed on each of the service receipts, but the customer service rep started to speak over me on the phone and insisted that there is nothing he could do. When I asked to speak to the Choice legal department, he refused to make the transfer and told me that my case stops with him.
My HVAC was in proper and working order on the effective date of the warranty contract. It experienced a degradation four months after that effective date and within the contract coverage dates. Choice did not comply with its obligation, and I will now be pursuing legal action against the organization.

Claim was taken care of within 2 hours, claim number and company repair company info posted on email immedeately

Review: I purchased Choice Home Warranty on 9/17/15. I was told the warranty would not be in effect until 10/17/15. I already had a warranty with another company that I kept active until 10/20/15. Today 11/2/15 my air handler motor went out and I was told it was not covered under the warranty because it was a pre-existing condition. I advised Choice that the air conditioner was serviced in August and there was nothing wrong with the air handler at that time. The C/S agent told me the bearing sheared and had to be going bad for at least two months. According to the tech that came out the air handler motors just break.Desired Settlement: I would like for them to pay for the repair minus the $45 I owe for the service. According to Yelp this is a very common occurrence with Choice.

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 on 10/17/15, we see that you had placed a claim for your AC unit on 11/3/15; the technician stated that the unit had a bad blower motor and the blower wheel came apart along with the bearings. He had stated that this failure takes a long period of time to occur. Per our policy, CHW requires all units to come into the policy in proper working order. Please see Section A. Coverage #3.We do see that you have chosen to cancel your policy with us rather than providing a second opinion as we had agreed to allow you to provide. Due to the policy being cancelled, CHW cannot assist with the claim and offer any goodwill gestures for a non-covered claim.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:

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

Review: My account number [redacted]

When I requested for service on Friday 7/30/2015) for a water leak, (claim number #[redacted]) the representative told me that they will not do leak detection and only repair. Also did not arrange the plumber in time. The first time assigned was on vacation and I had to call the company to arrange for second one. When I contacted the second one he said that he will not work on sundays and only come earliest by Monday afternoon. Since the water was leaking in side the house, I had to take help of my friend and attend the leak to stop house damage. After the repair when I called and explained the situation and unresponsive to the representative on Monday (Sunday there was not response from the company), the representative told that they assign the technician and we have to work with them and company will not interfere. This is gross negligence on the company, They should take lead in identifying the technician who is readily available to attend the repair and not assign who is on vacation or cannot come in time.

There were couple of previous occasion, for survive which was not responded properly.

When I first entered to contract, the marketing team told that they will provide excellent service and will attended within 24 hours.

As I am not satisfied with their service, I wanted full refund of the amount I have paid.

I had paid full amount at the beginning $375.000

This is the comment for marketing person while I took service early this year.

"Welcome to Choice Home Warranty! We are pleased to offer you coverage for one of your most valuable assets - your home. We strive to make your life easier and we are here 24/7 to take your requests for service."

But actually I do not see what they said in the beginning.Desired Settlement: I talked to so called supervisor of the company to cancel the polity and make full refund. He was mentioning making only $75.00 refund.

Need full refund of the amount. $375.00

Business

Response:

[redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that began with CHW on 1/5/15, we do see that you had a claim for the water heater and we did advise you that we do not cover the actual tanks. I do see that you had spoken to the manager in the cancellations department and he did explain to you per our policy, you are entitled to a full refund if you cancel within the first 30 days prior to the policy’s start date. If you wish to cancel the policy, you are subject to the cancellations fee’s and a pro-rated refund. Please see section L. Cancellations 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 writingIf you would like to cancel your policy, you are able to do so but CHW will not be offering you a full refund as requested we will offer you the pro-rated amount as stated to you.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

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

Review: Our furnace has been having issues for a while. In Jan, I was in the hospital for an emergency procedure. The furnace went out again. I had someone call CHW. They sent someone who claimed it was the igniter and supposedly repaired it. He neglected to test the CO output despite the condition of the furnace. It lasted for one week running warm and then began to run cold again. When I was discharged from the hospital, they sent a community agency to my home to make sure it was safe because of the heat issues. They told me the furnace was unsafe and needed replaced. They put up CO detectors to make sure we were safe. Two days later, the CO detectors went crazy. We had to call the fire station. We had to be evacuated and taken to the hospital as the CO was several times the lethal limit. The temperatures were below zero outside during most of this time. Upon contacting CHW, they told me they had no one to come. When I finally got a contractor, he never showed up. I tried to contact him several times. When I called back, I was told that he no longer worked for CHW. I told them my furnace had been red flagged and we had been without heat for a month and I was very ill. They finally sent another technician. He also agreed that we needed a new furnace. I had to pay the fee again despite the fact that the furnace was never properly repaired in the first place.

Two days later, CHW called and said they would not replace the furnace. They claimed my records did not properly show maintenance on my unit. This is the same excuse they used last year for not replacing my AC unit. Upon questioning a man named Mike, he told me the papers needed to state that the filters were changed. I told him that my maintenance man does not do that, but that I do. In fact, I do it every two weeks since we have animals and they tend to get dirty sooner. He proceeded to hang up on me twice. He claimed his supervisor would call, but never did.Desired Settlement: Replace furnace and AC. They have the maintenance records. The contract does not say that specific language must appear on maintenance records!

Business

Response:

Dear [redacted]:

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

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

[redacted] on 1/5/14 for your heating in the amount of $59.00

We are very sorry for the outcome of claim [redacted] that you placed for the heating system in your home. Per our service providers diagnoses the unit had holes in it, rusted and corroded out.

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.

8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.

12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.

Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have had two other HVAC specialists look at the unit which is 19 years old. The heat exchanger has broken due to normal use, not due to rust. I am happy to provide a letter with such diagnosis. I believe your technicians are sent with the concept of founding a reason to make the repair not covered.

Regards,

[redacted]i [redacted]

Business

Response:

Dear [redacted]i [redacted]:

I am very sorry for the frustration with the Heating System but our policy states that we do not cover any unit that does not work due to rust and corrosion. We have it documented that your unit had holes and was rusted to the point that it was red flagged by the fire department. Please see F. LIMITATIONS OF LIABILITY

1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.

Also, 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.

I am sorry but this claim does remain denied.

Best regards,

CHW

Review: We were notified on June 18th of 2015 that Home choice Warranty had not paid a company that they had contracted to fix on our A/C unit! We notified Home Choice Warranty multiple times and asked them to take care of the bill and they gave us the run around and told us that they would take care of it! To avoid a lawsuit because Home Choice never called the lawyer and refuse to talk with our lawyer we paid the bill! I have called and emailed multiple times they will not return my calls or emails claiming they have forward the info and now will not respond at all the claim # is 51742636 At one point they lied and said it was paid when I asked for proof they said the bill dept would have to do that but refused to give me a phone number to contact them! Saying their isnt a person to talk with there! They refuse to let me talk with anyone other them Tracy [redacted] who will not call me and now will not answer my emails!Desired Settlement: I want them to pay me the 478.58 that I had to pay the company that they contracted to come fix me a/c that they havent paid from May of 2014

Business

Response:

I do apologize that you felt that I was refusing to answer your emails, as I stated to you I was trying to work with the Territory Manager to have the vendor refund you since your policy had been cancelled and we are in the process of an agreement with the vendor upon his account with us. Also, I do apologize that no one returned your attorney calls or emails as I did send them to the attorney within our legal division. After speaking with the vendor, he refused to release any money back to you. Our vendor did not invoice his work properly that unfortunately affected you and others. It is not that we refused to pay our vendor. Yesterday, 7/10/15 as you were speaking to Kyle I received the "ok" to be able to refund you the amount that the vendor had you pay and not invoice to us. You will be refunded the amount that you had to pay. This process as Kyle stated does take 30 business days and will arrive to you as a check.I sincerely apologize that you felt that you were being ignored, as I was working on your issue with the other manager and billing department.

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.