Choice Home Warranty

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?

Review: A few weeks ago, my AC compressor went out during the highest temperatures we have had this year in [redacted]. Choice Home Warranty sent a technician out, who diagnosed that the compressor had open windings most likely due to a bad capacitor and recommended replacing the whole system (evaporator coil and condenser). The claim we put in with Choice Home Warranty was denied. When discussing the reason for failure with Choice Home Warranty, they changed their reason for non coverage three different times. Each time they gave me a reason for not covering the claim, I discussed with them their reasoning behind their decision. After each reason was discussed and I showed them that their reasoning was not backed up by their contract, the representative would escalate the issue and talk to their escalation department, while putting me on hold. The representative would then come back to me and give me a different reason for not covering the claim. Then, the third reason they gave me for not covering the claim was due to the compressor failure being "secondary damage." This means they would cover a new capacitor, but not the rest of the system, since the compressor failure was caused by a bad capacitor allowing too much electricity through to the compressor... causing the compressor to fail. At this point, I had moved from speaking with a representative, to a supervisor, to someone in the escalation department. This last person I spoke to, quoted the reason for non coverage straight out of their warranty policy... but completely out of context. "Secondary damage" in their contract refers to secondary damage caused by work completed by a technician.

I found it very strange for the company to change their reason for not covering my claim multiple times and then for their final coverage decision, to use their policy out of context. This company is a scam and after reading other reviews on Revdex.com.com, I greatly regret my decision in choosing them as my home warranty companyDesired Settlement: Choice Home Warranty needs to honor their policy and cover my claim. The representatives I spoke to should not have continued to change their reason for non coverage, If they actually had a legitimate reason to deny my claim. My AC system has been replaced and I would like Choice Home Warranty to reimburse me for the parts and labor.

Business

Response:

Our records show that you placed a claim with us on 7/20/15 and at that time we advised you that the claim was not covered due to rust/corrosion. The technician at that time advised you that you had a leaking evaporator coil and in order for us to cover the unit again, you would need to provide us with a proof of repair that the issue was resolved.On 8/6/15, you called and placed a second AC claim and CHW almost sent out the technician but contacted you to advise you that this claim was not covered previously and we needed the proof of repair. We did receive an invoice from you on 8/14/15 showing that the 5 ton compressor was bad and needed to be replaced, a few days later they replaced the dual cap on the unit. The invoice showed that the transition from furnace to coil falling apart due to previous techs cutting to access the coils. This is secondary damage as per our policy but please note that this claim was not a covered claim from the first time you submitted the first claim and we advised you that we could not cover the failures due to the rust and corrosion of the unit.We see that you did try to place this claim 2 different times after we advised you that it was non-covered. I also see that CHW offered you a goodwill gesture to provide you with $100 towards the repairs of the unit and although it is not as much as you paid for the repairs, it was something that we did try to do for you for a non-covered claim. You did deny our offer and requested to cancel the policy. CHW did accept your request to cancel as it does have to be a mutual agreement as per Section L. of the policy.The check has been authorized and will be sent to you for your refund in 30 business days of cancellation date 9/23/15.We do apologize that this was frustrating to you but CHW is in compliance with terms and conditions of the policy. Thank you,CHW

Review: I signed up for choice January 2016 my heat starts acting up before my actual 30 days. So on February 2016 I called and filed a claim. Long story short they send the guy he determine my motor is going bad not bad but going bad. This house was built in 2006 however I've lived here since 2010. This has be a cold winter here in North Carolina where the winters are usually mild so my heat has been up higher than normal. Which might have caused the problem. However they denied my claim saying I've only been with them a month and that issue was pre existing. The tech didn't say it was pre existing he basically said my motor is going bad. He explained it will still work but be aware that if it gets worse it could be carbon monoxide leaking. I paid $47 Jan 8 2016 they took a payment of $47 on Feb 8 2016 and I paid the trade call fee today of $45 so basically the money I put in which is half of what it cost to fix wasn't enough. I would like a complete refund since they claimed I wasn't covered long enough then I wasn't covered long enough to have to pay a cancelation fee. I would like my money back because I couldn't depend on the "warranty " now I have to pay a man $330 out of pocket. I would like my money back and they have lost a good customer.

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 we do see that the policy began with us on 2/8/16 and we do see that you placed a claim for your heating system on 2/8/16, you stated that the last time the unit was working was on 2/1/16 this was before the policy began. We agreed to send a technician out to the home but the failure that was found was something that CHW could not approve since the failure happened prior to the coverage date. As stated in Section A. Coverage #3 states, all units must come into the policy in proper working order. We also state in Section F. 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. We do see that you have cancelled your policy and that you did receive a full refund of $41.67 back to your credit card that you used to sign up with us with.We do regret your frustration however, CHW is in full compliance with out policy.Best regards,CHW

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

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 !!!

Review: Choice decided they would not repair the dishwasher and instead decided to pay the claim out. The claim was finalized 12/28 as of today 2/3 I still have not received the $230 CheckDesired Settlement: I want a refund of all the money I have paid for the service(or lack thereof) in addition to the $230 I am owed , your people are rude, condescending and I want nothing else to do with your company.

Business

Response:

Dear [redacted] B [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, we show that your policy is a monthly policy that you pay $40.00 per month. This would mean that if you were to cancel the policy, you would not receive a refund of any kind due to you paying for the coverage on a month to month basis. CHW has assisted you with claims in the amount of $448.69. You would not be entitled to a full refund due to the fact that your policy is outside the 30 day grace period that you have prior to the policy’s start date.The last claim that you had for your dishwasher, CHW offered per the policy to provide you with funds in lieu of repair. Please see Section F. Limitations of Liability #9.If you would like to cancel your policy, please contact our cancellations department and they will be able to assist with the cancellations. Again, there would be no refund but we would stop deducting your monthly fee of $40.00.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: We have a warranty in place with Choice home warranty. Our furnace went out on 1/12/16 . It was discovered when I returned home from work around 6pm, and my thermostat read 50 degrees inside the house. I called [redacted] to get a tech out. Around 7:30, we were still waiting for a tech. I called another vendor [redacted]. Their tech came out at 8:30 pm for an emergency call. They temporary restored the furnace. When I woke up on 1/13, the furnace was out again. I called [redacted] at 7, 7:30 and 8 to attempt to reach them and figure out how to restore heat to my house. I authorized them to order a furnace, as the heat exchanger was failing. The furnace was ordered and was to be delivered and the installed on 1/14.The furnace was installed on 1/14. I advised choice home warranty of the need to replace the furnace. I had no choice but to act quickly and replace the furnace. Given that the temperature reached 3 degrees, I needed to protect my family and have a working furnace to stay in my home with my wife and 2 kids. Choice has denied my warranty claim citing a policy of not having a pre authorization. I never had the opportunity. I had less than 12 hours to obtain a working furnace to keep my home habitable. I understand that choice may argue they didn't have the ability to inspect the furnace. However it is documented the exchanger was failing. At a minimum, the cost to replace the exchanger should be covered by the warranty.Desired Settlement: $1200-$3600

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, although we do understand that you had an emergency our policy is not for emergency services. Also, our policy doesn’t cover any claims that are not authorized without prior approval from our authorizations department. Please see Section C. 3. We have the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Review: During the night, my furnace blower wheel broke and soon after a piece must have lodged itself into the furnace motor,that resulted in the motor burning out. I contacted Choice and they sent out the repair men. They quickly told me what happened and also provided myself and the company with pictures. They had to order parts and of course once Choice got the claim I got the dreaded call that I needed to contact them. I called them and they stated that they do not cover secondary damage to an item. There for they will replace the wheel but not the motor. They referred me to section F19 which states: 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. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less.

To me the statement is referring to the "Service Provider" as stated in the first part of the statement. That would include the WHOLE phrase. Meaning if secondary damage was done to an item by a service tech it would not be covered. I understand that. If you are not referring to the service provider in the remainder of the statement then it should be stated who they are referring to ie. the contract holder. I am sure this phrase is written to be a loop whole for any more expensive claim they wish to not repair. So beware! As I was speaking to several of the customer service reps they all stated that the statement could be interpreted in multiple ways. In a contractual and legal disclaimer ALL items should be written so all will "Interpret" the items in the same way unless they are being written so they can be used to their advantage. I am very displeased with Choice and have referred multiple people. I will no longer use choice once my service expires.Desired Settlement: Repair the motor on the furnace as well as the wheel allowing my furnace to function again.

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 clam we do see that CHW has covered the portion that was the initial failure to the system which was the blower wheel. The blower wheel came apart and locked up the motor, this caused the motor damage. Per our policy, we do not cover failures due to secondary damage and being that the motor was damaged by the blower wheel, CHW paid for the blower wheel to be fixed and you would be responsible for the motor damage.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW .

Review: The warranty company did not uphold their end of the contact,which was to replace my hot water tank. They refused after 2 plumbers agreed it needed replaced. They flat out refused. At that point I said I wanted. A full refund to which they agreed. Three different customer service agents told me a refund was processed for 160.55 on September 13. I then received an email stating that I was due a refund since I cancelled my contract, yet the cs agents still insist that my refund is guaranteed to show up in 3-5 days. I say they are all lying and scamming. I demand they uphold their end of the contract or give a full refund.Desired Settlement: New hot water tank as promised in the contract or a full refund of all payments made.No cancellation fees added.

Business

Response:

I have reviewed your policy and claim and see that you and CHW have come to a mutual agreement. CHW has refunded you the amount of the policy since you had disagreed with the outcome of the claim. Although CHW paid out $78.00 for your policy we did provide a credit to your credit card on 09/13/15 in the amount of $160.00Kindly close out this complaint as resolved.Thank you,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: Business advertises as a company that will make repairs and if items are unable to be repaired, they will replace them. I filed a claim for repair of my oven. According to the repair contractor, the part is discontinued and cannot be purchased which means my oven cannot be repaired. Choice Home Warranty says they will replace items if they cannot be repaired, however since the part is not available to purchase, they will just pay me the cost of the part (not sure how they price it since it's not available to purchase) and I need to replace my oven myself. The part, according to Choice Home Warranty is $106. I called GE myself and was advised that this part is not purchasable and they cannot tell me the cost of the part because it is discontinued. The vendor is advising that the part can be repaired and if it can't CHW should replace the oven, however CHW says they can only give me $161.07. This is not what I signed up for! I can save my monthly premiums and service fees and cover my own items! Total waste of service.Desired Settlement: I would like for CHW to have the part repaired or replace the oven.

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, we show that CHW has assisted you with claims in the amount of $441.07.Upon review of your claim, we show that the part for the oven is no longer available and we have provided you with a cash payment in the amount of the average cost between parts and labor of the covered repair. The amount that CHW has provided you with is $171.07.Please see Section F. Limitations of Liability # 9 below:9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy. .We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: I purchased a home warranty from Choice Home Warranty. I actually purchased 2 warranties for 2 homes for 3 years each. About 6 months after I paid for these warranties I received a letter in the mail from Insurance division with the Attorney General notifying my that Choice was not licensed to sell contracts in Virginia but they said they would still be required to honor the contract. Not long after that I had a problem with my AC unit so I called Choice. After a few days they finally got someone out to look at it. The compressor had to be replaced so Choice gave the HVAC company authorization to replace it. At that point I though everything was fine. About a month ago I got a call from a collection company telling me that they were going to put a lean on my property because of an unpaid HVAC bill that Choice never paid almost 2 years ago. I called the HVAC company and they told me they had been trying to collect from Choice for over a year and half with no luck so they turned it over to the collection company. I then called Choice and refused to do anything but they knew about the bill they never paid. Also told me I would have to send them copies of all the bills (Which the HVAC company sent to them several times). I asked to talk to a manager and they refused but they gave me the first name of the supervisor but said they were not allowed to give the last name. I finally talked to the supervisor and he sent me to someone else. This person gave me a false name. When I call back to ask another question they said no one by that name name works there. I ended up havinf to pay the bill to the collection company to avoid a lean on the property and having to pay thousands of extra dollars later to have it removed. Since then I have tried to contact Choice but they refuse to talk to me. My next step is to file a complaint with the State Attorney Generals office to try to try to get my monyey back for the repair I paid plus what I paid for my warranty.Desired Settlement: They need to refund the money I paid for the repair which was $577.32 plus the cost of both of my warranties which are useless. Both warranties total $1,935.00

Business

Response:

Mr. [redacted],

After review of your claim, it is noted you were instructed to send us the documentation along with proof you paid the contractor for the service.

We will be glad to review it and reimburse you in accordance with your contract.

Please fax your documentation to ###-###-####.

Thank you.

Consumer

Response:

This is reguarding a complaint (complaint #[redacted]) I filed and was closed because the company said they would take care of the problem when they receive the paperwork. They have been doing this for over 2 years and each time the paperwork is faxed they say they didn't get it and will not pay until they receive the paperwork. The heat and air company sent the paperwork to them several times and I have sent it just recently 2 times myself. They will not give a real name of anyone working at the company. After calling them over and over again they finally gave me a name and when I called back to talk to that person they said no one by that name works there. This company is a fraud and sold this home warranty policy in Virginia when they were not licensed to do so. They sold me two warranties for two properties totaling total $1,935.00 and never paid two bills to a heat and air company. The HVAC company turned it over to a collections company and threatened to put a lean on my property. I had to pay the bill to keep this from happening. They need to refund the money I paid for the repair which was $577.32 plus the cost of both of my warranties which are useless. I'm afraid to use them for any other warranty problems for fear the bill will not be paid. I have no idea how many other bills they didn't pay which will come up later. I really need some help with this. Do I need to contact the Attorney General burea for Insurance Fraud? What should I do? Please help!!!!

Desired Settlement: They need to refund the money I paid for the repair which was $577.32 plus the cost of both of my warranties which are useless. Both warranties total $1,935.00

Desired Settlement: Refund

Business

Response:

Dear [redacted]n,

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 are sorry to hear that the contractors we authorized to complete the repairs on your approved claims took legal action against you.

Unfortunately, the contractor never submitted invoices to Choice Home Warranty for payment of these claims.

Upon review of your account it appears that we have processed and approved the following claims for policy # [redacted]:

7/24/2011, Claim # [redacted], Air Conditioning, $370.00

8/09/2011, Claim # [redacted], Air Conditioning, $162.32

6/22/2012, Claim # [redacted], Air Conditioning, $150

8/31/2012, Claim # [redacted], Plumbing System, $113.78

12/02/2012, Claim # [redacted], Plumbing Stoppage, $89.25

Choice Home Warranty is more than willing to reimburse you the requested amount for the payment you made for $577.32.

We have attempted to contact you several times today to discuss this; however, we were unsuccessful.

Additionally, you requested a full refund for your two (2) policies, which were opened in October 2010. We have honored all claims submitted

on each policy since their inception. Below are the additional claims approved by Choice Home Warranty for policy # [redacted]:

4/11/2011, Claim # [redacted], Air Conditioning, $925.00

7/08/2011, Claim # [redacted], Clothes Dryer, $148.09

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.

Sincerely,

Choice Home Warranty

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Review: Purchased a new home warranty policy for 3 years coveraged on my rental home in Texas about 4 months ago. Three months later I made a claim for one of my appliances which was denied. After much discussion and clarification I continued with the policy. Today my AC went down. The tech stated that a new coil was needed. Again I was denied by Choice Home Warranty. After the second denial I wanted a refund. They refused to refund my money. Finally after much discussion, Choice Home Warranty refunded less than half of what I had paid into the policy. I believe people need to be aware of practices like this before they buy into these type of policies. They will not make you aware of the limitations of what they will not cover until you need the help and make a claim. Due to thier technicalities, many items are not covered and will come out of the customers pocket with no help from the company despite of the money paid into the policy by the customer! I feel as a customer that this is a dishonest practice meant to prey on honest customers needing help.Desired Settlement: A FULL refund of the money I paid into the policy.

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, I do see that CHW had assisted you in a goodwill offer for the first claim that you had placed for your water heater in the amount of $465.00. In reference to your Air Conditioning claim, we did try to provide you with a goodwill gesture in the amount of $250.00 and did explain to you that CHW does not cover failures due to rust. This can be found in the policy in Section F. Limitations of Liability #1 and #8.In reference to your refund, this is stated in Section L. Cancellations in the policy. CHW does charge an administrative fee of $50 and we then minus any claims or goodwill’s back that we provided to you. The remainder of the policy is pro-rated by the month and that is what you received. Your refund is accurate in the amount of $339.16 and when someone signs up with our company, they do have 30 days to review the policy to cancel for a full refund. Our policy is online for anyone to view. We do this so that people can view what we cover and do not cover. CHW has nothing to hide and we put all of our exclusions and limitations for anyone to view.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

Review: I took the Choice Warranty Home Appliance Insurance to cover any unexpected breakdown.

I had refrigerator broken down so I called Choice Home Warranty Insurance and they send the technician after few days. The technician came and said some parts needs to be ordered as compressor not working. He also made note that compressor may not correct starter as per spec. But the fridge was working fine for more than a year before I took the policy. The insurance company authorizes the parts and finally technician back after 11 days to installed the parts. The problem wasn't fixed and he mentioned he has a wrong parts ordered and he has to order it again. Note from technicican "Wrong part was sent compressor is not running until part comes". After 5 days later he came with correct parts but still problem wasn't fixed. He finally mentioned that compressor problem cannot be fixed. I called my insurance and they are saying per their clause if anything was repaired before the policy was taken then it is not covered. They kept saying it was wrong installation of parts from the prior technician before the policy so they can't anything. So, I called the original technician and he confirmed that the parts were installed as per manufacture's spec and the original technician also gave call to my home appliance insurance company to explain everything. But Choice Warranty company denied any further resolution of the problem.

Its been more than a month I am without any refrigerator.

Very Unprofessional people and their technician are just amateurs.

Need help to resolve this issue.Desired Settlement: The unit which has been broken should be repaired and if not the repairable then they should replace it as per their policy. if they can't replace it they should ALL my fees/premiums which I paid to this account and 75% cost towards buying new replacement refridgerator.

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 for your refrigerator unit, it was advised to us that the failure of the compressor was internal valves of the compressor went bad and caused the unit to continually run and overheat the compressor and overall fail. This failure is secondary damage since what happened to the compressor was a result of the original failure that was the starter. The technician stated that you had a previous repair and the wrong part was placed. Although we do believe that the technician that we provided to you is not at fault since he did not install the first starter for this unit; per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for the technician’s negligence. We do see that you have already cancelled your policy with us and 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 refrigerator was fixed way before we took the insurance. The fridge was fully working even after 6+months after we took the insurance.A I mentioned earlier due to the wrong part was installed by there technician due to which he had order the part again .

Regards,

Business

Response:

[redacted],Choice Home Warranty is not an insurance company, we state this in the policy in Sections A.Coverage #3 and in Section L. it states " This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty."JM & F LLC, advised that after the installation of the parts, they noticed that the wrong starter was installed previously and had already damaged the unit so when they tried to start the unit, the compressor ran for a short while then went off. The compressor damage was due to the wrong starter being previously installed prior to the technician from Choice Home Warranty and it made the compressor seize.Although you do not believe that this is of no fault of the technician that CHW sent to your home, please read Section F. Limitations of Liability #19 where it states that CHW is not responsible for the negligence of the technicians. If you believe that this happened from that specific technician we advise you contact them and they will assist you with the matter.Regards,CHW

Review: I contacted Choice Home Warranty 30 days ago 7-9-15 after my dishwasher failed and signed up for service ($42.00 a month). I was clear with the representative at the time that my dishwasher had already failed and that I was willing to wait and pay for the 30 days before I could file a claim. I called today to file the claim and they informed me that the claim would not be covered because they won't come service preexisting issues. This is the opposite of what I was told 30 days prior. I was completely willing to pay another $42.00 per month as well as the $60.00 service call fee as I had agreed to do and continue on with the agreement.

After waiting 30 mins for a "supervisor", and then another 10 mins for a "manager" I was misquoted, an attempt was made to bait me into an emotional argument, and then insulted by Sarah at #[redacted].

Sarah misquoted me by insinuating that I had spoken badly about the sales representative when in fact I was responding to her assertion that it would be "a waste of my time" to dispute the charges on my credit card because she was going to refund me.

She later condescendingly inferred to my level of intelligence by stating that "I sounded like an intelligent guy and she was surprised that I wouldn't read the service agreement before I signed up".

I was disappointed enough, after having waited 30 days and called back on the exact day I was suppose to, at the news that what I had agreed to a month prior wasn't going to be honored. I was flummoxed even moreso by the attempts to misrepresent my statements, bait me into an emotional exchange in order to probably hanging up on me, and then the insulting my intelligence.

I'm sure that Choice gets a lot of interesting people calling in with a lot of interesting scenarios. I was polite and cordial throughout the entire conversation. No one deserves to be insulted, belittled, and subjugated. The entire 50 min experience today was childish and condemning.Desired Settlement: I have no idea. I've never filed a complaint on a business before. My family and I have been hand washing our dishes for the last 30+ days while under the impression that I was going to be covered. I'm very certain to the content of what was discussed during my initial conversation with the representative at Choice. If I were under the understanding that my claim was not going to be honored I would have had the dishwasher fixed a month ago. Had I misunderstood the representative or believed that I was culpable in some way in the situation I would have had no problem accepting responsibility for screwing up.

The way Sarah handled my call from the moment she picked up was elusive and entrapping. It is my impression that she wanted an emotional outbreak from me. I told her at the end of the call that I understand she probably has to put up with a lot but that I didn't deserve to be insulted and would never infer to the veracity of her intelligence if our roles were reversed.

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 8/7/15, we see that you placed your claim on the same day and you stated that the unit had not working in 30 days prior to the policy.Per our policy, Section A. Coverage all units must come into the policy in proper working order. You stated that yours didn’t. I do see that you were given a full refund for this policy.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

Review: I started service with Choice Home Warranty back in June 2015. I opened a service claim with the company back in September 2015 about my dishwasher not working. They sent out a technician and the tech determined that we needed a new dishwasher. So Choice Home Warranty looked at the dishwasher specs and determined that they could give us a check for $200.00 to replace the dishwasher with a new one. They said the check would be sent in the mail and we would receive it within a week. Many weeks passed and never received a check. Contacted them again in October and they said it was a glitch in the system and that a check would be mailed out. Weeks passed again so we called and they said the check was mailed out on October 19th and could take up to 10 days to arrive. Waited many more weeks and still never received a check. Called back and they said I would have to wait 30 days for them to issue another check. Well waited 30 more days and more and still no check. Called back and they said once again that a check was sent on 12-29-15. STILL NO check!!!Desired Settlement: At this point I want a full refund for what I have paid them. I have paid $39.50 for over 7 months to Choice Home Warranty and received no service whatsoever. I want a total refund of $276.5 dollars that I have paid them deposited back in my account. I do not want a check because it will never arrive to me. I also had to pay the technician $45.00 when they came out to check out the dishwasher but, I am assuming that fee is non-refundadable. I do not know what kind of operation they are running but, they should be investigated immediately. This is just ridiculous. Please feel free to contact me via e-mail or phone that is listed below. Thanks.

Choice Home Warranty POLICY #: [redacted]

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 this claim, we do see that CHW had provided you with the funds in lieu of repair as stated in section F. Limitations of Liability # 16 of our policy. The check was mailed to you and we also assisted you with an extra amount of $76.50 for the total amount that you paid to us of $276.50 as a full refund.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Sincerely,CHW

Review: Under my contract with this company my furnace is supposed to be fixed. On February 5,20f16 a tech from this company arrived at my home to check my furnace which was not operating properly. claim no [redacted] the appointment was with Gary Jackson DBA Georgia Appliance Pros. The tech checked my furnace then stated there is an issue with the heat exchange, and that it is cracked from old age, normal wear, and tear. Upon leaving two days later I received an email from choice warranty telling me to call and talk about my claim phone no [redacted] Upon calling they told us they could not fix our furnace because it was not normal wear, and tear. As if we went downstairs and tore up the furnace or intentionally did something to it. I was in awe, as in the contract is states they repair these items. Recently looked online and see this company has a plethora of complaints for furnace repairs, hot water heaters, etc. This is false advertising and if I had known this I would not have signed up for them to service my home.Desired Settlement: The desired outcome we would like is either they change their advertising to tell the truth, fix our furnace which is in their contract, or give us back our money, and we will find another company for a home warranty. This company is a scam, with their false information, and poor handling of business concerns.

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 heating claim, it was stated that the heat exchanger has a flame roll out and this showed that there was a crack. The technician advised us that the units exchanger was rusted threw and due to this it failed. Per our policy, Section F Limitations of Liability #1 states that CHW does not cover failures due to rust.In regards to cancelling your policy, since you had one other claim with us and it was an approved claim that CHW did cover; please see Section L. Cancellations. If you cancel the policy you would have to pay for the amount that CHW paid for the covered claim, minus the administrative fee. Our policy is not only on our website for anyone to view but our customers have 30 days before the policy begins to review the terms and conditions to ensure that they are in agreeance and if not, they are able to cancel for a full refund.We do regret your frustration 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:

Also since you mentioned the claim that was approved. It was for my dryer and the heating element is still not working correctly. It is still rather cold in reference to drying my clothing so you may want to send someone back for that. I do not agree with your response and as soon as my contract time is up with you I will be dismissing you in regards to any further service!

Regards,

Business

Response:

Dear [redacted]We do regret your frustration and since your dryer claim is more than a month old, we would ask that you place a new claim in. However, you will not have to pay the service call fee as we have added a free one to your policy for you in the amount of $45.00.Thank you,CHW

Review: Choice Warranty is the worst home warranty to work with. I have yet to recieve any assistance towards the repair of my new HVAC. They have gladly taken 1050$ from me for three years. No return phone calls are made. It is all up to the homeowner, no effort to reach out to the customer is made. My HVAC had multiple things wrong with it, most of which was not caused by rust and corrosion and a motor switch was faulty. The gas never shut off and caused a fire in the HVAC and duct work system. Be Aware that this company will not work with you so you can obtain any money back that you pay into your home warranty. Choice warranty is a waste of money!!! After multiple phone calls in trying to get assistance in proving that my HVAC was not caused my rust and corrosion I was told that I would receive 250$ towards the cost of repairs when I sent them a paid invoice of my new HVAC. Even after sending in my paid invoice (credit card) statement, I have yet to receive a phone call or any check for 250$ as I was told on a recorded phone line. Buyer beware to not waste your money on this home warranty company. thank you, [redacted]Desired Settlement: If I will not get any assistance towards the repair of my HVAC which cost my 5800$ I would like a full refund of the 1050$ that I have wasted in my investment of the home warranty. Thank you. [redacted]

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 started on 3/19/15, we do see that you placed a claim for your heating system on 4/23/15. The diagnoses stated that there was a cracked heat exchanger; the tech did state that there was rust and corrosion but the blower motor overheated from the crack on the heat exchanger. There were melted wires from the unit overheating.Your claim was not covered due to the fact that the heat exchanger was cracked due to rust or corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover any unit that fails due to rust or corrosion. As well as Section A. Coverage #3 states that all units have to come into the policy in proper working order.We do see that as a goodwill gesture, we offered you $250 towards the repairs of the unit, that you did accept and has been mailed out to you.If you would like to cancel your policy, you would have to call our cancellations department and they will assist you with a pro-rated refund. CHW per Section L of the policy, will deduct $50 for cancelling prematurely and also per the policy any monies that have been paid out, will be taken out of the refund. You can speak to them upon what the refund would be.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:

According to M and A HVAC he did not say that so unless there is a recorded phone call I don't believe. I know I won't change your mind but your customer service is deplorable and there is nothing that will change my mind. Since you won't cancel my contract I have no choice but to live what I regrettably purchased. I believed you were highly rated and it turns out your company has been a miserable ecerience. I have wasted too much time on this. I would not recommend your company to anyone.

I am rejecting this response because:

Regards,

Review: A case was made for a malfunctioning pool filter. A technician was sent to our house to diagnose the issue. Upon opening the filter he noticed that a plastic part attached to the end of a brass rod had cracked. He noted that the filter was very old and it would be hard to find the parts to fix the filter. Pictures were taken of this and a cracked backwash valve. He noted that this looked like normal wear and tear.

The following day Choice Home Warranty denied our claim for fixing the filter claiming that the plastic piece had to have been defective prior to our purchase of the policy. Granted we have only had the policy for a month, but the pool was filtering just fine until about a week ago. Customer service said that their company "expert technician" diagnosed from the pictures taken that this had to have been a pre-existing issue.

This is extremely shady. First, we pay $60 to have a local technician to come out and diagnose the problem. Wouldn't his findings hold greater precedence over someone just looking at photos? Second, customer service said that if this had occurred a few months later this might be easier to believe that it was not a pre-existing condition. I found this to be most hypocritical. The reason for having a home warranty is to have safety and security for unexpected issues. Issues that were not diagnosed before purchasing the policy.

Thanks for your attention and we hope to get resolution soon.Desired Settlement: Choice should honestly honor their home warranty and approve our claim. Ultimately repairing and/or replacing the filter.

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 the CAP amount allowed per policy term of $500 for this claim. We are very happy that we were able to come to a mutual resolution with you pertaining this claim.Best regards,CHW

Review: I recently filed a claim with Choice home Warrant regarding a problem I was having with my furnace. A technician was sent and after replacing several parts the furnace went from working to not working at all. The technician could not explain why it would not turn on, but did indicate that there was a crack on the heat exchanger. He filed a claim with Choice Home Warranty, which they denied. The technician told me that it should have been covered but he was not surprised because that warranty company denies most claims made for repairs. When I called the company to inquire why the claim was denied several people kept telling me that the furnace was not properly cleaned. I tried to explain to them that the furnace went from working to completely not working after the work was done, but they still denied the repair claim.Desired Settlement: I would expect the company to honor the warranty they sold me and replace my furnace.

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 for your heating system, it was advised to us that the unit had debris within tubing from the switch to the inducer, once the technician removed the debris the unit started to work again. You had advised the technician that the unit did not work again and he discovered that the unit had multiple cracks. With both of the diagnosis that the technician provided us with shows the unit to have had a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12, states that CHW does not cover failures that are a result of a lack of proper routine maintenance. If you would like to have CHW review your claim again, you can have a different technician provide us with a second opinion and we would review the claim. If you have had routine maintenance completed on your unit, you can always send the records in to show that the unit had this completed. From the pictures that were sent, to diagnosis of the claim, it clearly shows us that this unit was not maintained properly.We do apologize that this claim is frustrating and we have documented what you had stated the technician said about CHW as this is not something that is a normal practice of ours. CHW bases our decisions off of the technician’s diagnosis and the pictures that are provided. We also rely on the customers to enter into their policy in with their units in proper working order as well as having their units maintained per the manufactures specifications. We do look forward to assisting you on future claims and if you would like to provide us with a second opinion that would overturn this decision; we look forward to reviewing it.Please note, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW