Choice Home Warranty

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that began with CHW on 7/9/15, you placed a claim for your AC unit on 8/6/15. The technician’s diagnoses stated that the scroll compressor was shorted and tripped the breaker. This takes a long time to happen and if the unit was proper maintained it would have been seen. CHW doesn’t cover failures that result from a lack of proper maintenance and that result of not coming into the policy in good working order. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Consumer

Response:

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

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

Business

Response:

Dear [redacted]:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]Upon review of your claim, I do see that CHW has provided you with a good will gesture to assist with this claim on 9/9/15; the check was mailed to you. We are happy that we could help on a claim that would normally be non-covered with no offer of a goodwill.We do apologize for any frustration that you have experienced.Regards,CHW

Consumer

Response:

Review: [redacted]

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

Regards,

Review: 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: 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: We called in reference to our microwave stop working. They sent out a contractor to look at it. The guy wanted the $45.00 up front no problem. The only thing he done was open the microwave door to get the model number and told me they have to go and get a code to reprogram it and they will return. We waiting on the service guy to return we called 2hrs.later they didn't answer. We get a call from Choice Home Warranty they told us that it is a preexisting problem without taking it apart.mine you we never had them before and the microwave never had problems. So they refuse to repair it and customer service was very rude and just hung up on us.We called back and they keep giving us the run around. I just cancel them.Desired Settlement: Fix the problem

Business

Response:

Dear [redacted], Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted].Upon review of your policy that had begun on 10/17/15, your claim for your microwave was placed on 10/26/15 and you had stated that the unit had not worked since the Friday that had past (10/23/15) that would make the unit not working only 5 days into the policy.Per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order on the start date of the policy. The technician state that the touch pad and control board had gone bad; these things take time to wear out and could not have failed within the time frame of the policy.We do see that you have cancelled your policy with us and although we do regret your frustration; CHW is in full compliance with our terms and conditions of our policy. Respectfully,CHW

Consumer

Response:

Review: [redacted]

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

Regards,

Business

Response:

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

Review: Company contract is misleading, their policy do not cover repairs as they promise/ advertise. They come up with any lie or excuse not to cover repairs of any sort. It is a scam.

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

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

Business

Response:

Dear [redacted]:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] Per our policy, Section A. Coverage #3 states that all units must come into the coverage in proper working order. The microwave unit that you have did not come into the policy properly. It was in poor shape with the door skin loose, had a bad magnetron and high voltage transformer. This is something that happens within a long period of time and your policy had only started 9 days prior.We do see that you have cancelled your policy with us therefore there would be nothing more that we could do to assist you.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The microwave was operative when entering in the policy and stopped working when communicated to the insurance as a claim. Alleging it is was damage before the signing up the policy is inappropriate. Items are operative until they are not, no body can plan when things are going to have a failure. To avoid this type of back and forth company should conduct a inspection before signing up otherwise everything it is going to be presume existing according to this non sense allegation. this is a SCAM, I am glad I cancel it, this policy and company are thieves, they will do anything not to cover any repairs.

Regards,

Review: 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: 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: 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: 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

The oven would not work so we called CHW and was given a claim number, the appliance repair man called us Sunday morning and said he would be out. We explained it was Sunday and the SUPER BOWL would be on, it could wait till later in the week. He arrived about 45 minutes later, took the oven apart, found the issue, replaced the glow plug, put it back together, and we don't have an issue. Overall, a very good experience.

Got a local repair service several days after the phone call.
The service was done very professionally.
I got first time service free deal.
Excellent service. Thanks.

From start to finish, the company was prompt, courteous, and responsive. One of the plumbing issues I was having was not covered by the home warranty and they talked to me in advance, which turned out to be no problem. Great experience

I have been with Choice Home Warranty for a few months, but so far, I am very happy.
I had one service call and the contractor was prompt.
The item could not be repaired due to the part needed was no longer available.
Choice gave me money for the item which was 15 years old and I think it was very fair.
I highly recommend Choice.

I generally don't write reviews due to the lack of time, however, this company has done everything to change my mind about not writing a review.
I had my first claim with them 40 days in the contract regarding AC system not coming on. They assigned a contractor who could not come in for 4 days since they were "busy". Hence we continued to live with downstairs AC which could not keep up with the 106 degrees temp and started to go weak. Finally, the technician shows up and diagnosed that compressor has gone bad (a common issue on 5+ year old units) on first unit and capacitor was weak on 2nd unit. He promised to submit the claim on compressor (1st Unit) and replaced the capacitor on 2nd unit. CHW contacted me next day and denied the claim stating that it is a pre-existing condition (which would not have been known to the owner since unit was working fine for first 40 days - this was acknowledged by CHW customer service as well). We now have to pay for this repair out of our pocket.
2nd unit (where tech changed) the capacitor did not last for more than 48 hours and died again. I contacted CHW again and after very long wait times and getting transferred from one rep to other rep, I was connected to escalation department. They said that they cant even see the diagnostics done on 2nd unit and hence there will be no recall and nobody will be calling me until they hear back from the tech. It has been 1 week of hell dealing with this company to say the least. 100+ degrees and three little kids with no AC and below par warranty service.
They promise the world when they do the sales pitch but they come very short when the claim is made. Just listen to their ad while you are waiting for representative. You will be convinced that it is the best company who truly takes care of employees and customers but reality is very opposite of it.
Customer service representative offered a cancellation only if I sign a release form and confirm that I will not hold them accountable for any damage.
I welcome the opportunity to have CHW resolve this issue with my Claim #: [redacted].
If this matter is not resolved within 48 hours, I will pursue everything in my power to ensure that nobody else becomes victim of this SCAM.

Sept 2014- After having [redacted] for a number of years, I decided to research and look into other home warranties. After speaking to a sales rep, he offered me a great deal for my primary home ($375). We discussed me also adding my rental property but I was only looking for a warranty for my primary residence. He then offered me a reduced rate of $249.99 each a year if I were to add both properties and possibly my mom's house as well. I couldn't pass this deal up so I signed both properties and allowed them to automatically withdraw the money from my account.
October 2014 - another $250 was removed from my account and I thought everything was done.
June 2015 - a billing rep called me regarding a $250 remaining balance on my account. I was confused and inquired further. He had zero knowledge on the balance other than they attempted to charge my card but the card was invalid. I explained to him that I had to get a new debit card a few months prior. He tried to transfer me to a customer service rep. We waited on hold for 10 mins and he told me that he would have someone contact me. No one ever called and I honestly thought the issue was resolved because as far as I knew, I paid the $500 that was required.
July 31, 2015 - my air condition went out so I called Choice. I was told that I had a balance of $250 and until that was paid, I couldn't use the service. The customer service rep agreed something wasn't right because she showed that they didn't attempt to charge my card again until 2015 but it was unsuccessful. She explained that she would have someone call me first thing Monday from the billing department so they could help me get the issue resolved. Monday morning I waited until almost noon but no one ever called me so I called customer service. After explaining to a rep my situation, she transferred me to a manager stating there was nothing she could do because shows that each account was $375. I started to figure out that I was apparently lied to by the sales rep but what's baffling is that they didn't try to charge my card again until 2015 which was extremely suspect. Anyway, the rudest manager ever gets on the phone and explains that I understood wrong and there is no way a sales rep gave me a deal like that. He acted as if I was trying to get over on the company. I explained to him that I paid $500 so why would I not pay $250. He continued to yell which was weird because I was very calm with him. I asked him to bring it down a few notches. He agreed that I wasn't yelling at him and he calmed down briefly. He explained again that I had not paid the balance in full and I was lucky that he didn't send me to collections. Collections?? I had never use the service and up until that point, I didn't even know about the $250. He claimed they had been trying to charge me card since 2014 which isn't what the previous rep told me. My card didn't change until 2015 so there is no reason why that money couldn't have been drafted before the card got changed. There was no resolve with that manager. I am actually shocked that he is a manager because of how bad I was talked to. This guy actually hung up on me. I called back and was transferred to an escalation manager. At this point, I had talked to 5 different people and was very frustrated at how this company treated their customers. Anyway, she read the notes on the account and then starts telling me there is nothing she can do without asking me any questions. What type of customer service training do these people have?!?!?!? I explained to her that I just some type of resolution with this because I was lied to by a sales rep and paid $500 for a service that I have gotten no benefit from. I asked for a refund of my $500 because according to the first manager, my contract was never complete because I have a $250 balance. I explained that essentially one of the accounts was paid in full since they are saying each account was $375 and I paid $500. She placed me on a 15 minute hold and came back and said there is nothing she can do. I couldn't get a refund because it's almost a year later. I explained to her, I never used the service and didn't know there was an issue until now. She also explained that because of how I was billed, neither of the properties was paid in full. Again, she explained that it didn't work like that. I told her it was my fault how they had the billing setup and could $375 of the $500 I have paid be applied to one of the properties and she told me no. She then proceeded to wrap up the call. I told her it wasn't fair that they just get to keep my $500 and I get absolutely nothing out the deal. I was never contacted until almost a year later. She was like, ok ma'am have a nice day. I told her I was a single mom of 2 and that I couldn't afford to just eat a $500 fee. She could have cared less. I find it hard to believes that the executives of this company would appreciate customers being treated so badly. Again, I was hung up on. I have never experienced such rudeness from a company before.

Brad was quick to sell me a 5 year plan to the tune of 1700 bucks! First claim denied in about 5 minutes without any consideration to the vendor they sent to diagnose the problem. Then they tried to get me to pay for the part and they pay for labor....guess which cost more? After extremely long holds with customer service I spoke to Andy who said the claims team would huddle together and reconsider my claim and call me back. Ha! Never got that call but rather an email saying denied. Two more long holds with customer service and two rude people same answer. The didn't care if I stay or not as a client. Nor did they care that as a realtor I not make another recommendation! What is. The cost for them to repair my AC was far less than what I paid them. They were more than happy to terminate my warranty with a termination fee. The vendor they sent out reports them as a horrible home warranty company but was happy to over charge me to make the repairs himself. What a scam. Don't think I won't make it my business to tell everyone how sorry this company is and you know what they say about word of mouth advertising?? Social media will put you out of biz!

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: 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: 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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