Choice Home Warranty

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: 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: 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: 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

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

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!

Rude, Rude Rude..Tracy the lady mentioned never returns your calls or emails. They claim to be legit...NOT Claim to refund your money..NOT!! STAY AWAY !!!

I just put my first claim in with this company and what a nightmare. They would not fix my washer and offered me $180 to go get a new one...love to find a similar washer for that price. The 2 people I spoke with were both supervisors that initially answered the phone...yah right(had to make to separate calls). The 2nd person I spoke to offered me $230 to fix or get a new washer and that was it she would do nothing more for me...if I chose to fix it they will not cover potential future repairs. The cost to actually fix is $325.31 minus my $45 service call. I will not renew with them; what is something big actually happened?

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.

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.

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: 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: 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: My heater was no longer functioning this weekend. After initial review, I realized the breaker was tripping on the unit. I had [redacted] but now renew with them and made the switch to Choice based on their ratings, price and service agreements. I filed the complaint on Monday and had the technician come out last night. He arrived at 8PM (super late). He went to the roof which is locked access and determined that the compressor is not functioning. The claim was denied because the policy was started 3 days ago. The reason provided was "unknown preexisting condition" provided by the explanation that the compressor cannot go bad in 3 days. I discussed this with them stating any appliances I had before the warranty started is technically unknown to them and since they are being used, it will be in not new condition and will have a preexisting condition. This seems like such a vague subjective rationale which can be used in their decision making as their whim to deny any claim necessary. It is a terrible practice and they should not be allowed to provided services to consumers on such broad terms which provided NO protection to consumers and everything is at their discretion.Desired Settlement: Repair the broken compressor or provide reimbursement for the compressor once I decide to pay for it out of pocket.

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].

After reviewing your claim #[redacted]the reason for the denial was because of the pre-existing condition. This is because you purchased your policy on 01/13/14, meaning it will not go into effect for 30 days. These 30 days are for the customer to make sure that all units are in working order and do not enter into our policy with any unknown or known pre-existing conditions. Please see Section A. Coverage #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions.

I have also checked your policy and see that you are no longer a customer of CHW and we refunded you with the full amount that you paid $389.00. Since you are no longer a customer and we did in fact reimburse you all of your funds, there is nothing that we can do for you at this time.

Thank you for your understanding.

Best regards,

CHW QC Manager

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: 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: 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: I have a Home Warranty through Choice Home Warranty for my property in Chandler Arizona. the AC unit in the house failed to perform due to electrical failure of the Compressor that has internal electrical short. The AC technician diagnosed the problem and determined the need to replace the Compressor. Choice Home Warranty claimed that the failure was due to lac k of regular maintenance. I contacted the Technician and asked him how did he come to that conclusion, he told me that he never said the issue was due to lack of service, in fact the unit looked so clean and well maintained that in no way or shape the cause was the lack of service. He wrote a detailed diagnosis which we forwarded back to Choice Home Warranty and they insisted that even though the Technician thought so they definitely not convinced and will not honor replacing the part. I told them that I was there in July when the house was vacant and performed complete maintenance on the unit and I replaced filters since I am Electrical Engineer myself they said we do not honor that. So Choice Home Warranty wants to find any excuse to deny the claim and avoid paying for the maintenance. If they do not believe the Technician that they sent through their own referral system to check on the problem how can I do business with them?Desired Settlement: Based on the facts and the diagnosis provided by the Technician who clearly concurred the issue should be warranted to replace the Compressor to restore proper AC operation as claims of lack of service is completely false.

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 claims for your air conditioning. Per our conversation CHW is currently waiting to receive and review your invoice for repairs. Once we receive this information we will able to help you further.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: We have submitted the invoice over 10 days ago to [redacted] and still awaiting her acknowledgement that she has received the invoice. Several voice messages were left on her voice mail system and none of our messages have been returned. On one end it was very nice to receive a call as soon as the initial complained was filed but then we're in unresponsive state again. CHW want to brag they appreciate Customer First they haven't yet convinced me that they really are.

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 technician stated that your system experienced a premature compressor failure. Unfortunately, this is not a normal wear and tear failure. Please see section below:A. COVERAGE2. Become inoperative due to normal wear and tearAlthough this is not a claim covered under our policy, we value you as a costumer and would like to offer you a good will gesture of $400.00 to help you with repairs and resolve this complaint. Please contact our customer service department to accept good will offer.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I 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: 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