Choice Home Warranty

Review: Had Sears Home Warranty for years, Went Choice Warranty with a better price 22 dollars less after dozens and dozens of calls and emails. That was our biggest mistake, I sign up on October 5th 3 months later on December 5th the furnace start acting up, nothing but cold air was coming out. We call them and pay a service fee of 45 dollars for the tech to come per the agreement and $33.70 per month, he came and told us the heat exchange is cracked and some wire burn, he told is coming the next day with the parts to repair it. This is the same serviceman we had been using in the past for maintenance on the furnace paying $125 per year. He never show up or call the next day, we call home Choice Home Warranty, they told us that is a pre existing condition and is not cover, never had a problem with the furnace last maintenance was on September 2015 by the same tech, NO PROBLEMS EVERY THING WORK FINE SENCE THEN. THIS IS THE BIGEST RIP OFF I EVER SEEN, THEY WILL DO ANYTHING TO SIGN YOU UP, AS LONG YOU DO NOT FILE A CLAIM YOU GOOD, THE SERVICE REP WAS VERY NASTY AND TRY TO BULLY ME. I ASK FOR A SUPERVISOR HE HE PUT ME ON HOLD, I WAS WAITING FOR 20 MINUTES, I CALL BACK AS SOO I GAVE THE CASE NUMBER I WAS PLACE ON HOLD AGAIN NO ONE EVER CAME ON THE PHONE. I CALL AGAIN GAVE THE CASE NUMBER AND THEY TOLD ME MY ACOUNT IS NO LONGER ACTIVE, IT WAS CANCEL BY ME. I TOLD THEM I NEED SERVICE NEVER CANCEL ANYTHING, THEY TOLD TO HOLD NO ONE CAME ON LINE. WE HAVE A 4 MONTH OLD BABY WE BEEN WITHOUT HEAT FOR 5 DAYS NOW. POLICY #: [redacted]

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Dear George Liadis,

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Please be advised that your Choice Home Warranty policy covering the property located at [redacted] has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.com.

\nAll future monthly payment drafts have been suspended and no refund is due to you. Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that arise.Desired Settlement: I LIKE THE JOB FINISH, I BEEN PAYING AS AGREE EVERY MONTH $33.75, I ALSO PAY THE SERVICE OF $45 DOLLARS AS THEY REQUESTED. THE FURNACE WAS WORKING FINE UNTILL 5 DAYS AGO, THERE ARE NO PRE-EXISTING CONDITIONS. IF THEY [redacted] PRE-EXISTING CONDITIONS AND CRACKED EXCHANGER OR BURN WIRES THE FURNACE DO NOT WORK AT ALL. THE FURNACE STOP WORKING 5 DAYS AGO.

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, I do see that you had a previous repair on the unit and the technician that was out to your home found a bypassed safety switch that enabled the unit to overheat and melt the wires and break the components.Per our policy Section F. Limitations of Liability #11 states that CHW does not cover repairs that are a result of previous repairs. We suggest that you contact the previous person that had worked on the unitWe do see that he did reach out to you and offered you a full refund of your policy since you were unhappy with the outcome of the claim and therefore you are not happy with the policy. We have not heard back from you in regards to this, your policy has been cancelled per your request and we did provide you with the last payment made to us.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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:First they where NO previous problems with the furnace, Second I never cancel the warranty and been paying on time for the last 3 months. Third the tech indicated that CHW owes him money and to contact them directly, he never call us back or gave us an estimate of the repairs neither what was wrong with the furnace in writing. Forth if you look at the volume of complains against CHW you can see this is a common practice for them. Firth they are still on promotions from the 6/2015 lawsuit.They want to refund the full amount we pay to remove the reviews, we will continue posting the honest truth and reject there offer, furthermore we reserve our legal rights and we like to mention that http://www.consumeraffairs.com/homeowners/choice_home_warranty.html is part of CHW and any truthful negative review is NOT posted.

And again there is a trend by this company and other to target senior citizen like us, promise and promise call after call day and night, discounts because we are seniors every is great as long you do not file a claim, once you do is a whole deferent ball game, rude, try to bully you and nasty. And if you request a supervisor forget it, they put you on HOLD forever, and if you call again they hang up. The reviews STAND and will be a lot more, they should honer the warranty.

Regards,

Business

Response:

George Liadis,CHW is following our policy and we have done everything possible to provide you with a satisfactory outcome. You have denied all of our offers to assist you with this claim and you still insist that we are a poor company. We have offered you a refund of your policy, even though your policy has been cancelled by you. We have offered to provide you with a goodwill gesture towards the repairs, even though they are not covered by the policy.Please provide us with how you would like us to assist you. You contacted the Revdex.com to receive help from them and we are offering to help but you are not allowing us to do so and state that you are satisfied with the result. We are willing to go against our policy and assist you with a claim that is not covered for a policy that is cancelled. Again, we ask how can we be of help to you?Thank you,CHW

Review: I signed a Choice Home Warranty Vendor agreement on 3-12-2013 and per this agreement my company has submitted all invoices per their instructions. As per this signed agreement it states "H. Payment. Payment shall be due and payable net 30 days after CHW's approval and veritification of invoices". They currently own we $2,456.13 for invoices dating back to 3-16-2013. I believe this is past the 30 days as per stated in their signed agreement. I have called their company several times a week to follow-up and I keep getting excuse after excuse as to when I will receive payments. I have been hung up on and told they will pay me when they get around to it. I need to know what I can do to get payment from these people. I no longer do any business with this company and they have told me since I do not do any business with them any longer, they will not pay the outstanding invoices. I need to know how to collect this money or what I need to do.Desired Settlement: Payment in full of all 18 + invoices they owe me for the warranty work I did for them for $2,456,13.

Business

Response:

Please refer to section N of your policy application which has been signed and agreed by you.

This section has the terms and conditions which apply to your case.

Thank you.

Review: I have had their warranty for over a year now, and have had nothing but problems. While they are very slow to actually handle a problem, they are very quick when telling you that it's conveniently not covered. AND, their customer service people bypass rude and go straight to ignorant, one "manager" actually called me a dumb [redacted] I had to wait two weeks to have my hot water tank repaired the first time, and half the problem was because no service contractor would come out for a service call because CHW wouldn't pay them what they owed them. My last hot water issue involved the blower assembly for my Rheem Power Vent tank, a high efficiency unit, which they denied because they don't cover vent issues? It's a blower motor, which is a part of the tank. Basically the tank can not be used without this part which comes with it, right out if the factory. I cancelled my coverage, then I went straight to the bank and filed a dispute for all of the money I paid them to supposedly cover my "appliance emergencies". I suggest avoiding this company at allDesired Settlement: I want the repair made, my warranty cancelled, and every dime I paid returned to "the stupid [redacted] ".

Business

Response:

Unfortunately your recent claim was not covered. On 06/25 you requested to cancel your account and we have cancelled it. During the time you were a customer we paid over $1000+ in claims on your broken items. Sometimes the contract excludes certain items and that is what happened on your last claim. You can attest that we cover all items when we should based on your other experiences with our company. We apologize that the last claim was not covered.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

First of all, the company sent an HVAC Repairman, who after demanding his $45 service fee, informed us that he was not a plumber, and knew nothing about plumbing! My husband, a master electrician, informed him that according to the code on the tank, the blower motor was bad. It had nothing to do with "a vent". My husband went as far as to tell him that if he got the part that he, my husband, would replace it. The confusion lies in the fact that the name of the tank is a Rheem Power Vent 2, hot water tank. The "non covered" issue was a blower motor, not a vent issue. It is illegal in Butler for a non-licensed plumber to work on any issue dealing with gas lines. Regardless, they sent a contractor who admittedly knew nothing about plumbing at all. I really don't care what they have paid out in claims over the time we had their policy, I paid my premium each month affording me coverage. If you google Choice Home Warranty, you can read the hundreds and hundreds of people like myself, with similar experiences. I won't even get into the fight that I had to get into to even get a contractor to come to my home to handle my claims. They either would not call back once they found out it was a CHW claim, or they would tell me they would be more than happy to come if CHW paid THEM what they owed them. The last time we were without hot water for two weeks! In the winter! We lost thousands in food due to the same issues trying to get a repairman to come. The bottom line is they are more than happy to take your money, but they look for any and all reason not to pay. I even had a customer service manager refer to me as a dumb [redacted]!

Regards,

Business

Response:

Unfortunately CHW can not assist you any further as you have voluntarily cancelled your account.

CHW can only assist active customers.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The policy was cancelled because CHW refused to honor their obligations. Laughable response, they refused to respond when the policy was active. Google them. I assure you I am one of MANY dealing with similar issues with this "company".

Regards,

Business

Response:

Dear [redacted],

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

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

7/17/2012 Claim #[redacted] Dryer $134.20

9/3/2012 Claim #[redacted] Refrigerator $122.50

10/16/2012 Claim #[redacted] Water Heater $487.59

1/11/2013 Claim #[redacted] Refrigerator $350

We regret your frustration with the outcome in regard to claim #[redacted], for the non-functioning Water Heater. However, upon review this is a non-covered item as described in Section D. #6 of the Term of Agreement:

6. WATER HEATER (Gas and/or Electric)

INCLUDED: All components and parts, including circulating pumps, except:

EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.

This information was communicated to you on 6/24/13.

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.

Review: I have a contract with this company for a home warranty. I have been with this company since February 2015, and I had an issue in April 2015v with my dishwasher. My dishwasher is mostly operable however, my dishes are not being completely cleaned. I am having to run my dishwasher through two to three cycles to get them cleaned. I called the home warranty company that is mentioned in this complaint to request service for my dishwasher. After inspection by a appliance repair service company that they chose and sent out, it was stated to me that my motor to the water pump was weak and needed to be replaced. It was also explained to me that my dish basket was rusting and that eventually that could leave rust spots on my dishes and that they would recommend a buyout to the warranty company. However, I waited two days to get a call back regarding the repair of my dishwasher. After calling the home warranty company twice (2) about no response from them regarding the repair of my dishwasher, I finally received a call from them stating that they were not going to repair my dishwasher because they believed that the dishwasher has been failing over a few months or more even though there is no way for myself or for them to pinpoint exactly when the dishwasher started failing. Please consider that my dishwasher is showing issues with getting my dishes clean to my satisfaction however, still operable and functioning in all phases of operation. Motor is still running, sprayer is still spraying water.. although at a decreased pressure. I believe that if there is no way to pinpoint when the issue started because the unit is still operable how do you decide that you will deny the claim. This company has charged me a $45.00 service fee as well as taken $450.00 of my money for a contract that I purposely purchased for situations where my appliances are no longer operable or showing signs of failing. How many appliances will they refuse to repair because they believe they were failing in an irrelevant time frame?Desired Settlement: I would like to preferably have a full refund bc I have lost trust in the company. I feel that they are advertising a service where they pick and choose what they want to honor. I could have an issue with an appliance and call them & not know what to expect. They may choose to never repair anything. I don't feel comfortable with the company. They are only offering me a partial/unacceptable refund that amounts to less than half of what I paid for the warranty after only 2 of 13 months with them

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 we do see that we were able to assist you with the following claim for your garbage disposal: Claim # [redacted] on 4/10/15. This unit stopped working due to normal wear and tear.Unfortunately, the claim that you placed for your dishwasher the issue that was diagnosed was that the motor is going bad. Upon entering the claim you stated that the unit hadn’t been working properly in the past 2 weeks. That would put the date to around 3/27th. Your policy began on 2/18/15 a little longer than a month prior to. Per the technician’s diagnoses, the motor cannot go within a month. Per our policy, your unit must enter into the policy in good working condition.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. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We understand that you may not know that the unit was going badly when you purchased the policy but per our policy Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.You have requested a full refund of the policy; unfortunately we are unable to provide that to you. Our contract with you states that you will be charged a $50 administration fee and also since you have broken the contract, we will deduct the amount that we have paid out on claims that you have had. You are always able to cancel your policy but because we paid out on a claim, you would not be entitled to a full refund.Please see Section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. We thank you for your feedback as it helps us improve our policy and our customer experience.Best regards,CHW

Review: I contacted CHW about canceling my renewal on 13 July 2015. I also sent them an email stating I wanted to cancel my renewal. In return CHW wanted me to sign a gag order to get my money back. They refuse to give me a refuse unless I sign the gag order stating I wouldn't post anything negative about them or complain to the Revdex.com. I had to get an attorney involve just to get my $1200 back. So far they still refuse to refund my money even thought I follow the contract to cancel in time. Today is the 5 August and I still fighting to get my money back.Desired Settlement: I want my $1200 back. I cancel the renewal in time before it even started.

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 . Due to the fact that your purchase date of the policy was in January, you are subject to the terms and conditions of the policy, Section L. Cancellations:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. CHW offered you a good will gesture to have a full refund providing that you do sign an agreement that you would not post negative responses about our company because we would provide a good will for you, we will not provide the goodwill gesture if you are going to post or complain about the company. We are not obligated to refund you a full refund due to the purchase date of the renewal. If you would like to sign the agreement with us, you are more than welcome to do so but then you would have to take any postings down that are negative towards our company. Reviewing your policy, I do see that CHW has assisted you with $1937.66 in authorized claims throughout the years. I understand that you had one unsatisfying experience with us and that is why we have offered to assist you with the full refund providing you do sign and agree to the terms of the agreement.Please contact us if you would like to sign and receive the full amount back, if not we can always cancel the policy with a pro-rated amount.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,Tracy M.

Review: Open a new claim with Choice Home Warranty (CHW) due to an issue with one of my AC units. (Unit will stop blowing cold air after about 20-30 minutes of operation) They dispatched one of their authorized AC companies. AC technician came in and replaced Capacitor in the unit. About 30 minutes after technician left, unit stop blowing cold air again. Called the AC company again and they instructed me to file a new claim with CHW. I called CHW and told them the unit was still not working, AC company called me and schedule a technician, their technician did not show up until about two weeks later. AC tech came in and told us we needed a new blower motor for the the exchange unit, they ordered the motor and told us it was back ordered. Waited for almost a month, finally they told me they have received the motor and it took them a few days to schedule a technician to come in and replace it. They replaced the motor and the AC unit was still not working. After a few days, tech came in and stated that we had a freon leak somewhere in the unit and asked us to do a high pressure nitrogen test and it was going to cost me $200. I refused to do it and requested a new AC company for a second opinion and to perform a leak test. A new company came in he inspected the unit and took pictures, and told me that the unit had several leaks (at least 3 leaks) and indicated that I needed a new unit. Technician never did a leak test. CHW told me that they could not cover the damage because the unit showed signs of vibration and that caused the unit to leak. After arguing with CHW for a couple of days, I ended up calling another AC company that a neighbor recommended, new company performed a leak test and found no leaks in the unit (unit was out of freon because the other company had left metal caps off) The AC company I hired on my own, filled the unit with freon and put all the metal caps on the valves and fixed the issue in less than 2 hours.Desired Settlement: I spent over $600 repairing the unit:

$45 CHW Deductible Paid to first AC company

$80 Paid to second AC company sent by CHW (Inspection of the AC unit)

$484.75 To get the unit fixed by AC company I hired (outside of CHW services)

I have asked CHW to reimburse me the $484.75 I spent to get my AC unit fixed

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 regard to claim # [redacted] for your Air Conditioning System. Upon diagnosis, the service provider stated that a premature failure of the condensing coil resulted in a Freon leak on your system. Premature failures of the condensing coil are caused mainly due to a lack of proper routine maintenance, an improper installation or improper previous repair or from physical damage. Unfortunately, CHW policy does not cover failures due to lack or maintained, improper installation or previous improper repairs.Please see below: F. LIMITATIONS OF LIABILITY8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

Choice Home Warranty stated that my AC unit failed due to a "premature failure of the condensing coil resulted in a Freon leak on your system" This is what one of the companies they partner with stated without doing any type of leak test. I hired my own AC company and that is not what the company I paid to do a leak test stated. The AC company I paid out of my own pocket stated that the reason the freon leaked was due to the fact that the company that had worked on my AC unit had left the valve caps off. The AC company I hired performed a leak test after placing the caps on and certified that the coil was completely fine. Again, CHW please, please stop providing misleading information. My AC unit is working fine and has been working fine ever since the company I paid to fix it, installed the caps on the valves and filled the unit with freon. Again, my condensing coil does not have any damage as stated by CHW.

Regards,

Business

Response:

We apologize for the inconvenience you experienced with this claim. The information we received from the technician assigned stated that your unit is experiencing a leak from the condensing coils. The technician stated that caps were off the system when he first arrived to check the system. However, because the unit was completely out of Freon, the technician performed the leak test and diagnosed that the unit is leaking from the coils. However, you stated that you technician advised you that the unit failed only because the caps were not on the unit. Checking of the caps is a part of normal routine maintenance. Unfortunately, CHW does not cover failures that are due to a lack of maintenance.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: My air conditioning stopped working approximately 2 weeks ago and Home choice Warranty approved the repair. The technician told Choice Home Warranty the unit was working good after the repair. On 7/17/13, I noticed a noise from the blower. I called CHW on 7/19/13 and they sent a technician. The bearing on the blower started to go bad and affected the motor. Both were still running and the house was cool. However, CHW made the decision on thier own with no evidence the bearings were pre-existing despite what the technician told them. They assumed the bearings went bad prior to my purchase of the warranty. Keep in mind, on a prior visit from the same technician 2 weeks prior said the unit was running efficiently.Desired Settlement: I would like to reimbursed the money after the initial $45 that is required to pay.

Business

Response:

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

experience and we sincerely regret your frustration and discomfort.

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

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

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

we rate our contractors.

CHW will agree to reimburse you the rate we were quoted on the blower motor in the amount of $295.

Upon your confirmation we can process your reimbursement check.

Thank you.

Review: I purchased a home warranty from this company. The contract number is [redacted] I called in to report the exhaust fan in my kitchen had failed and they would not cover this repair. This is a direct violation of the contract. They refused to listen and placed me on hold without returning to the call. When I attempted to cancel, I was placed on hold no none returned to the call. They will talk over you and tell you they determine what is covered regardless of what is stated in the contract.Desired Settlement: I want my money refunded and this company warned that they cannot charge people for this service and then exclude services for items that are covered in the contract by verbally modifying the contract on the phone. They should not be allowed to steal money from homeowners for services they exclude at their whim.

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 the claim that you wanted to place on 04/27/15 we did advise you that our policy does not cover kitchen exhaust fans for the oven. The only aspect of the oven that is covered is the parts that make the oven heat. I do see that we have refunded you your entire amount that you paid to the policy and it has been cancelled. We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Consumer

Response:

I am rejecting this response because: The item listed on the contract is covered, and your refusal to cover it is a breach of contract. I was the one that cancelled the policy by contactin Citibank and canceling payment. You did not refund anything and this is just another lie told by your corrupt company. I am praying the state wins it's lawsuit to close down your ripoff business. You are committing fraud and are a blight on honest business owners.

Review: CHW agreed to send $500 dollars in response to gas leak repair. It has been 1 month and they are giving me the run around. Other claims have not been answered. I believe this company is a scamDesired Settlement: refund $500 + $500 that cost for the policy

+ $1000 for additional expenses that should have been covered

Business

Response:

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

experience and we sincerely regret your frustration and discomfort.

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

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

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

we rate our contractors.

$500 has been credited to your credit card on 7/9/13, please check your credit card statement.

Thank you.

Review: We have had our home warranty for 4 months. Our A/C compressor stopped working but Choice denied the claim because they called it "premature failure." They said the compressor should last 18 years, even though there is nothing about that time frame or "premature failure" in the signed contract. The A/C is 17 years old, which is longer than most A/C specialists think it should last. Choice advertises that they cover appliances "no matter how old" (according to the recording I heard repeatedly while being on hold for half an hour), but apparently that is false advertising. They also said the compressor failure wasn't due to normal wear and tear, but there has not been any problem other than normal wear and tear since we have owned the house less than 6 months. They said maybe it hasn't been maintained, but we have replaced filters in the short time we have had the warranty and no other maintenance has been required. When I asked if they were talking about maintenance before our warranty contract was signed, they said they don't place any blame for lack of maintenance, but then they said the compressor could have failed because of prior lack of maintenance, so it isn't covered. I spoke with a supervisor who was not helpful and cited "premature failure" as the reason for the denied claim, even though that is not listed anywhere in the contract as an exclusion, and said if I googled life expectancy of a compressor it would show that 18 years is standard. My google results showed average life expectancy at approximately 15 years, but our A/C specialist said about 10 years is average in [redacted]. We believe the compressor failure is due to normal wear and tear (which is covered by the warranty contract under section A.2) and is not premature failure. It was "in place and in proper working order on the effective date of this home warranty contract" (Coverage section A.3 in the agreement).Desired Settlement: We would like our A/C compressor replaced because we believe it is covered under the warranty contract.

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, we show that we were able to assist for the following claims; Claim # [redacted] on 01/08/15 for your Plumbing System Claim # [redacted] on 01/07/15 for your Garbage Disposal We regret the frustration for your Air Conditioning claim [redacted] that you placed on 03/16/15. Upon the diagnosis of the technician, he advised us that the unit had a bad compressor. He stated that the unit has a rotor locked compressor and it is shutting the breaker off. He advised us that this unit was not in good condition for its age. Upon the pictures that our in-house technician received it shows that the unit was not properly maintained. Per our policy, we expect that all units come into the policy in good working order. Also, that all units be maintained by manufactures specifications. 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. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes F. LIMITATIONS OF LIABILITY 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions. 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure. 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement The details of your situation are not representative of the normal CHW customer experience. We do appreciate your feedback as it will help us improve our company to benefit our customers. Best regards, CHW

Consumer

Response:

I am rejecting this response because:The air conditioner worked fine when the contract became effective in November 2014. We have replaced filters, which is the only maintenance required of us since we purchased the home in October 2014. "Premature failure" is not listed as an exclusion in the contract, and in fact, Choice advertises that they insure appliances "no matter how old." The air conditioner company that Choice sent to our house told us that compressors in AZ have an average life expectancy of 10-15 years, and since ours is 17 years old, that should not be considered premature failure. We believe that the air conditioner is covered under the contract.

Business

Response:

I do apologize for any and all inconvenience that this has caused you. I have been emailing you and your husband about this claim ;the claim has been deemed a non-covered claim it is due to the fact that the unit did not come into our policy in good working order. The unit, according to the manufacturer warranty has a longer life span with proper maintenance and also since you have been with CHW for a short amount of time, our policy states that all known or unknown pre-existing conditions are an exclusion to the policy as well. Please see F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or component.We do apologize and look forward to assisting you with future claims. I will continue to review the claim and see if there is anything further that I am able to do.Best regards,

This is the worst company ever!!!! They cover nothing and find an excuse not to repair your issue, but want to keep your money. I had a heating issue and the Condenser switch wasn't working so they didn't cover it I had to get it replaced which I did. Then the unit stop working called them again to come back out. Had to send them proof the condenser pump was fixed , then they had to approve the invoice. After 5 days the tech comes back out who was so rude due to lack of maintenance of the unit they denied to fix the injector pump which they covered, but because the unit wasn't to their standard they denied the claim. I CANCELLED THE CONTRACT !!! SERVICE IS POOR AND I WOULD NOT RECOMMEND THEM TO ANYONE..

Very fast service and profession attitude. Excellent communications

Review: I started receiving emails regarding Choice home warranty last year. After my initial skepticism, I spoke with sales representative, Kevin Micheal Ext. 8241 on 3/4/2014. At that time I asked him several questions on what was and wasn't covered at that time. One of those questions was if Freon was covered on the policy and if there was a cap on Freon. I was told that there was not. I then asked if he was sure because if there was I would not commit to the policy. He assured me that he was and that Choice does cover Freon. On April 25th I filed a claim to have my unit serviced. Knight's Maintenance came out and said my unit was completely out of Freon and I would have to have a leak test completed that was $100. I told him that the unit was just servived last summer and there were not any leaks. He informed me that Choice would try to find any reason to not pay the claim and that was the reason they required a leak test. I informed him that I should not have to pay the service fee . I called Choice and spoke with a claims rep., Chala R. she couldn't offer any advice and suggested I call back Monday. I reluctantly paid the service fee and called Choice on Monday I spoke with Jodi ext. 8233 she informed me that the leak test had to be performed and they did not cover Freon. I told her that when I intially acquired service with Choice I was told that Freon was covered and there were no stipulations on how much Freon was covered. I also referenced my service agreement which clearly does not exclude Freon. I was told that I would have to pay the additional fee out of pocket for the leak test. On today, 4/30 I called to have my service canceled at that time the representative. Sam ext 8217 did not even ask why I was canceling. He just said ok and offered a cancellation conformation number. Choice Warranty is a rip off and they tell you anything to get you to agree to the services.I was told false information and they will not honor their contract!Desired Settlement: I received false information and that is the only reason I agreed to the Choice warranty contract. I want a full refund on the two month of service I paid ($37.50 each month) and the $45 service fee I paid for a total of $120

Choice Home Warranty was very easy and hassle free to work with once my dryer broke! Great company!

I had a fan motor replaced on November 12 2015 by choice home warranty company. On January 5 2016 I made a claim to have my heater looked at again. Choice company sent another tech from another company to look at it. He advised me the fan motor was not working. I advised him it was just replaced in November. The tech that first serviced it advised me after replacing the part the unit was in good working order. Choice warranty advised they would not do the claim do to "lack of matienance " there company sent the tech and a faulty part was placed on and broke and telling me it's my fault for lack of matienance.

Review: I started my warranty with Choice Home Warranty on Feb. 12 2014 and this is when they debited money from my Bank Account. My policy kicked in 30 days after the initial payment which was March 12 2014. I filed a claim on the 22 of march stating that my hot water heater wasn't working properly and my water wouldn't stay warm long. They had a technician come to my house and check the heater out on March 27, and he told me it was the dip tube and that the part either needed to be replaced or the heater needed to be replaced and he told this to Choice also. Choice told him that the dip tube had to have been going out before the policy actually kicked in, there for they were not liable for this claim and denied the claim. The plummer talked to them and said that it could have been very well inside the 10 policy days but there technicians on the phone said otherwise. To my knowledge when I Paid for my warranty everything was in working order. Where I'm getting at is why does it matter when the part was going out If it wasn't noticed and my water heater was working fine until March 22 when my policy was in full swing. Isn't this why you buy a warranty.Desired Settlement: I want my hot water heater fixed. This is why I was paying for the warranty.

Business

Response:

Dear :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 3/12/14 you placed a claim for your water heater on 3/22/14. The technician that went to your home diagnosed the system and noted that the “dip tube was bad”. He explained to us that this doesn’t happen within the 10 days that you had your policy. He explained to us that this happens within time.Our policy clearly states that upon entering your contract you would have to make sure that all units are in good working condition. 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. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.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.

Review: I first called Choice Home Warranty on 11-28-2014 concerning my outdoor heat pump unit. The fan was no longer running and my thermostat showed that I was on emergency heat. Four different heating service repairmen from 4 different companies have come to my house to inspect the unit and take pictures. I have paid my $45 service fee to the first repair person who came to my house. My monthly fee of $41.00 is taken from my bank account monthly. I have called the service dept at CHW 12 times wanting answers as to why the claim keeps getting switched or delayed. I get the run around. I have lost wages since I have had to stay home from my job to wait for repairmen that never show up. I see that this business is no part of the Revdex.com and has an "F" rating as far as customer satisfaction. I am now waiting for a phone call from the claims department supervisor but feel that he will just placate me with smooth talk. My electric bill has skyrocketed since the heat pump is not assisting my furnace. What can I do next? How can you help me?Desired Settlement: I need my heat unit repaired immediately. I would like the company ; [redacted] to service my claim. This company seemed to be the most efficient and ready to repair my unit. I would also like to claim 2 days of lost wages from my job as a result of servicemen not showing up to a scheduled day/time.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim [redacted], for your Heating system. We apologize for the scheduling issues you encountered. However, CHW does not control scheduling as we don’t know the availability of the service providers or the consumer. Upon diagnosis the service provider stated that the unit showed lack of proper maintenance. The technician pointed out that the unit’s coil is dirty as well as dirt and debris was found inside the unit. Unfortunately, per CHW policy, failures that are due to lack of proper maintenance are not covered. Please see below:4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because: The first technician that came to inspect the unit claimed that the entire unit needed to be replaced. I paid him the $45 service fee. He said nothing about dirty coils or debris. The second technician that came tried to order parts to fix the condenser motor but since the unit is 26 years old, the parts are now obsolete. The third technician took photos of the unit and told me that the entire outside unit needed to be replaced, that the unit was so old that it was "fried". The fourth technician refused to make a service call because I would not pay him an additional $45 service fee. After first contacting CHW on Nov 28,2014 , it has taken them 2 months to make a final determination on my claim. During this time, my furnace has been running on "emergency" heat and using more electricity and wear on my furnace. I have taken 2 days off of work to wait for service technicians that did not show up or refuse to come to my house. I feel that no amount of maintenance on this old unit would have helped it run any longer. I have this opinion as a result of comments made by 3 technicians.

Business

Response:

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

Nothing but horrible liars and run around from supervisors. First claim I had was a six months after I moved in to my house was a water heater where the heating elements went and there was no hot water to shower with for two days when there repair service came out they said that the hot water tank is not covered only the heating elements which they did not cover as well because they said the tank was leaking. So as a customer I ate that and paid the full cost out of pocket of 1900.00 Then a second claim on thanksgiving was made for my double wall oven that stopped working completely. I contacted them they sent oven central appliance service and it's been 16 days and have yet to have someone come out and fix it. I keep getting the run around from the vendor central appliance that the part is coming Monday a week ago, now Tuesday, then Thursday took the day off with no compensation due to there vendor central appliance service saying they would come spoke to Kaitlyn now they are saying the following Monday. Nothing but nonsense and lies, that the part is coming except sounds like it's coming from China via snail mail. I'm extremely annoyed with dealing with liars from all directions and advise everyone to stay away from all this grief and lies.

Review: After having a home warranty agreement with Choice Home Warranty I determined they were definitely not in the business of helping their customers so I opted to cancel my agreement. Not only was the customer service rep who took my request rude and uncaring, but I believe he was not totally honest. I had the policy for 2 months and 9 days, he told me that the prorated amount that I would not be receiving back would be for 3 months. I asked him to explain this and provide me with an itemized credit memo, but I have not heard anything back from anyone at Choice Home Warranty. I believe an itemized credit memo is the least these people can do since I paid over 1400.00 for six year policy and only received 1034.00 back as a refund after using 2 months and 9 days of the policy and having no claims honored during that time.Desired Settlement: I want an itemized credit memo and to be reimbursed for the 20 days of month three, which I did not use.

Business

Response:

[redacted]Per our conversation today 6/17/15, I had advised you that you are correct and this was a system error. We will be refunding you the rest of the amount that is due to you. The total should of been $1700.00 and the balance that is left after we did refund $104.00 is $666.00. We will place that refund on for you and you should see it within 5-10 business days onto your credit card.We appreciate you catching this error, I have advised our IT department and I do apologize if anyone at our office was rude or not caring at all. We do not condone that type of behavior and it will be addressed.Regards,Tracy M[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Should I be anticipating an additional refund? will I receive a credit memo with line item description? The response was not entirely clear. Thanks!

Regards,

Business

Response:

[redacted]I have reviewed the pro-rated refund with our billing and there was not a mistake as I thought. You had paid:$470.00 on 3/31/15$468.33 on 5/2/15$468.33 on 6/2/15We gave you a pro-rated amount of $1034.00 on 6/9/15 but for all the confusion, I have requested to give you a full refund and you will be given a credit to the credit card that you purchased the policy with in the amount of $372.66. This is the remainder of the balance that you had originally paid $1406.66.Please look for the credit within 5-7 business days.Thank you,Tracy

Review: Contract states they will pay maximum $200 for septic pumping. They could not find a technician and authorized us to find one and they would reimburse us up to the contract amount. There is a $45 co-pay. We had tank pumped for $275 and submitted reimbursement form with invoice within 24 hours. Thirty plus days later, we received a check in the amount of $155.00 (not the $200 stated in the contract). [redacted] from Customer Service stated that they "paid the $200 less the $45 service co-pay". This is misleading to the consumer.Desired Settlement: We are still owed $45.

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 .

If you review our policy, you will see that every service call has a co-pay of $45-$60, I do understand that this is confusing and would like to offer you a one time free service fee for your next claim. I am not able to refund you the $45 but can authorize a free service fee for your next claim that is for $45.

I hope you find this to be fair and please understand that with every call, there is a service charge fee.

Best regards,

CHW Quality Control Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Apparently Choice Home Warranty does not have vendors that are willing and able to provide services. Two consecutive problems required us to find repairs on our own after waiting an extended period for CHW response. We were without hot water for almost 24 hours while we waited for them to send a repairman to look at our hot water heater which they did not cover and then with the septic pumping, their contract states they will pay UP TO $200. Our cost was $275 which made our co-pay $75 and then they opted to deduct another $45. This is a blatant deceptive business practice.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: you are again reneging on the pure language of your contract which states you will pay up to $200 for the service. In addition to the $45 you owe us, we paid an additional $75 to the technician. If you do not have service technicians in our area you were negligent in selling us a contract for said service.

Regards,

Business

Response:

Dear Mr. [redacted],

Your claim was placed on 12/02/13 and you used your own tech who charged you $275.00. When you sent your reimbursement form to us we explained to you that although you used your own tech, you would still be responsible to pay the service charge fee of $45. Also, we do have a cap amount that we pay for this unit and that is $200 MINUS the $45 service charge fee. That amount is what we paid you for $155.00 on 12/29/13.

We do not pay your service charge fee, although I did add an extra no cost fee to your policy because you were upset about having to pay a fee but you cancelled your policy with us 02/04/14 and never was able to use the free fee that I authorized for you. Since your cancellation, this free fee that I placed under your policy as a curtsy, we cannot reimburse you for the FREE FEE because it was a good will gesture for you, not exchangeable for cash. I am willing to override this and refund you the extra $45 that you paid out for the service call fee to make your refund a total of $200.

The service provider that you used charged you (according to the invoice you provided) an extra $75 and cleaned your unit. This was for maintenance of the unit that CHW does not cover for the customer is responsible for that themselves. Please see Section F. LIMITATIONS OF LIABILITY 4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.

CHW has paid the amount that we do in fact owe you in the amount of $155 for claim #51140843 that we paid to you on 12/29/13. We will now offer to pay you back your service call fee of $45 for a total of $200 that is the cap amount for this unit, without the service charge fee. A check will be sent to you within 30 business days as it is an automated system and the checks are dispensed through the system.

Best regards,

CHW Customer Advocate Manager