Choice Home Warranty

Review: This company promises to fix things in your home when they wear out. In fact the advertisement specifically says when household items wear out they will be covered. In the actually policy that you don't receive until after you purchase, states that most things such as faucets and toilet mechanisms are not covered. When you call to make a claim the representative tells you that your faucets and toilet parts will be covered and they set up a service call. It's not until the contracted comes out that they say nothing is covered. By that time you owe a technition a deductible even though none of your problems will be fixed. Also when I tried to cancel my 4 year warranty that I've had for less than one year, they refuse to refund for the remainder 3 years because I've used the warranty before. This company is very deceptive, misleading, and not at all helpful as portrayed in their advertising and sales pitch to get you to purchase with them. If anyone needs home repairs done its best to save your money and hire a handyman than to waste hard earned money on a warranty. I hope that others will read mine and the other 1400 plus negative reviews before making the mistake I madeDesired Settlement: I would like to have home repairs covered as promised in initial conversation with salesman, which I'm sure was recorded. I would also like a 75% refund of what I paid for the warranty since I have had it less than 1 year and have 3 years remaining that seem to be useless to me

Business

Response:

Dear Mr. [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that you purchased on 3/7/15, we do see that it started on 4/7/15 and that we did mail and email a copy of the policy to you but as stated above, you can always view the policy online as can anyone.We do see that since the date of purchase you have placed several claims with us and CHW has covered all the claims that you had placed (7) except for the current one that you have placed for the faucets. Our policy doesn’t cover fixtures, faucet or flange. We do regret your frustration with this one claim and do look forward to assisting you with your future claims.CHW

Review: I have held a home warranty with this Company for over a year. I have a maintenance agreement through a separate Company. When they did the inspection on my furnace this Fall, they found several cracks in the heat exchanger. I filed a claim with CHW, they sent out a local technician who confirmed the cracked heat exchanger. The technician collected the $45 co-pay and told me he would have to submit a bid to CHW to replace the furnace. The heat exchanger is no longer manufactured which. per my contract, means they have to replace the entire furnace. CHW denied the claim because they wrongly determined from emailed photographs there was a rust spot on the outside of my furnace. I pursued this issue with them for over a month only to be told they would pay me $650, or the equivalent of replacing a heat exchanger which is no longer manufactured. If I accept the $650 I will have to sign a nondisclosure statement ensuring I will not say anything derogatory about this Company. My family's health is much more important than their hush money to protect their very poor reputation from being sullied further. While I have been fighting this legitimate claim with CHW, the temperatures have been extremely low, causing the furnace to run often, expelling carbon monoxide into my home.This Company is horrible. I am so sorry I wasted the money to buy a contract with them.Desired Settlement: Per the terms of my paid warranty, I would like to have the furnace replaced immediately. My furnace was deemed condemned by an independent company and this was confirmed by CHW's technician.

Business

Response:

Dear [redacted]:

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

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

[redacted], 8/14/12 for your Oven in the amount of $134.82

We are very sorry for the frustration on claim #[redacted] for your Heating System. After reviewing the claim, we do see that it was clearly a denied due to lack of maintenance. The system (from the pictures) shows that there is rust and water damage on the unit. Per our policy, 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.

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

The Heat Exchanger has cracks; these cracks could not have happened within such a short period of time, also if the unit was maintained properly, it could have been prevented.

CHW did offer you $650.00 not as “hush” money but as a good will gesture for you to help replace a unit that we are not permitted by our policy to cover.

By you submitting this letter, we understand that the offer has been declined by you and we will not be releasing the check.

Once again, we are very sorry that you are upset about the denied claim but at this time, there is nothing more that we can do to help you.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This claim is being rejected on a non-existant factor. There is NO rust on my furance. Their technician was here to assess my claim when it was first submitted. He found NO rust on my furnace. When I spoke to [redacted], Customer Service Manager at Choice Home Warranty, he also determined from the picture there is NO rust on my furnace. The cracked heat exchanger was found by the HVAC company who does maintenance on my furance. It was also determined by this company, [redacted], of St. Louis, MO, that the furnace has been well maintained.

Again, there is NO rust on the furnace.

Regards,

Business

Response:

Dear [redacted] :

I have read over the notes in the system upon your claim. It looks as if we offered you a good will gesture in the amount of $650.00 and you declined the offer. We also advised you not to run the system and you told us that you were running the condemned furnace and this also ruens the unit. There is a crack in the system and from what the pictures show, there is rust. This is a pure lack of maintenance by having the rust, the crack and now running the system while it is broken. I am sorry that you were not happy with the amount that we did offer you. This claim is denied, there is nothing more that we can do to help you with it. We have covered your other claims without any problem, this claim is against our policy and we do apologize for any trouble that this has caused.

Best regards,

CHW

Choices warranty its the worst company to deal with I was a service contractor and I repair alot invoices and now refuse to pay me and dont answer my phone calls contractors theres others company aoutthere dont deal with choice dont spend your money buying part on gas and time theyvsimple dont pay I planing legal steps soon

Review: My HVAC broke and they denied the claim to fix it. They found loophole in the contract and denied to pay for the repair. I called an independent repair company to get a second opinion and found out that the system needed to be replaced. It was going to cost 8k to 10k to replace the unit. I appealed the claiim and they denied a second time. The stream was 13 years old but covered under the warranty. The system runs off of Liquid Propane which has a tenedencynto show oxidation. Choice against their mechanic and my second opinions mechanics opinion said the system broke because of rust and that they do not have to pay if a system has rust. The system did not fail because of rust but they didn't want to pay so they found a clause that did they didn't have to. The system was maintained properly but was 13 years old. We have been without heat during one of the worst storms to hit NC in a long time. I would be more tolerant if I had done something wrong but this was by design in that they are looking for reasons to deny claims not help their customers. In talking with the technician or mechanic he confirmed that this is how they do business. I thought somebody should know about it because that is not ethical.Desired Settlement: cover my claim and pay for my HVAC unit.

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, we do see that CHW has assisted you in past claims in a total of $1089.68. We do see that there was a claim placed for the heating system in your home and we do regret that our policy doesn’t cover failures due to rust or corrosion. Please see section F. #1 as well as F#8. If you disagree with this diagnosis you are more than welcome to provide a second opinion at your own cost, per the diagnosis and the pictures that were sent to us this claim was non-covered per the terms and conditions of our policy. We do regret your frustration with this claim and do hope that we are able to help you in future claims. Best regards, CHW

Review: Home repair company failed to fix water softener as stated in the contract in which I have been paying monthly.Desired Settlement: Refund the two months in which I was enrolled 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 . Per your request we will apply a credit to the credit card on file for $49.00. The last payment on 12/10/14 was voided on 12/10/14, leaving you with a total credit of $98.00 for the last two payments.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 have reviewed the response made by the business in reference to complaint ID [redacted]0, and find that this resolution is satisfactory to me.

I need the $98.00 mailed to me as I canceled that credit card. I still think you should fix my equipment due to I had coverage with you.

Review: My a/c went out, filled a claim with choice home warranty. They dispatched their calls to their contracted company called [redacted] air conditioning & heating service. Their tech came in and stated in writing and verbally that fan motor is bad and need a new fan motor. The tech changed the fan motor the next day, as he was trying to take off the fan blades off of the motor, he broke the fan blades. [redacted] tech could not find a the exact fan blades and bought a used fan blades worth $10.00, which was already bent and was not aligned which caused the unit to rattle so bad that it created a leaks in three different places on the unit. Due to [redacted] air tech's negligence my unit now lost almost 16 lbs of free-on and have leaks now as well. I was told by [redacted] air that now the unit will have be replaced and will cost you 2400.00. Choice home warranty stated that we will not cover the damages because the leaks on reverse valve unit is not covered under the contract, I explained that the leakage caused due to the negligence of[redacted]' air and choice home warranty should fix/repair my unit since it didn't have any leakages before the wrong air fan blade was put in my system. choice home warranty did not even want to listen and customer service and management team has no ethics and integrity in them at all, let alone no communication within the management team which caused my a/c to get it fixed 5 days and paid out of my pocket and now I am trying to get my money back which I should not have to pay out of my pocket since I paid for the warranty for the entire year. Also paid the service charge up front.Desired Settlement: I have spent 699.25 out of my pocket and want my money back asap, since it was [redacted] air conditioning & heating's negligence and I should not have suffer 5 days of heat in Arizona weather.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We apologize for the inconvenience you have experienced with claim#[redacted], for your Air conditioning. Our records show that on 8/29/14 CHW authorized reimbursement for $699.25 towards this claim. We have forwarded the issue to our vendors’ relations team for further review. Please close this complaint as resolved.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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is bit satisfactory, however I will not be doing business with the company going forward. I believe the company promises way more than they deliver. The management team does not have a " customer service" word in their dictionary. Every manager has their own policy and management doesn't communicate with each other thus we as a customer has to repeat the entire story to them and the waiting period to speak to a member of management is just about 35 mins average. Being out of A/C in Arizona for almost 8 days and company not doing anything about it was ridiculous and unprofessional. I will not recommend choice home warranty to any one. I rather pay little more and get a warranty through [redacted].

Regards,

We were initially happy with our decision to choose Choice Home Warranty. They came out and we were able to have repaired our garage door opener and a capacitor on our air conditioning unit.
Both fixes would have run a total of about $500.
Then, our dishwasher stopped working properly. According to CHW they were opting out of repairing the unit, and wanted to pays us for replacement. They chose to give us $180. That doesn't even near cover it. When later confronted about the low payment CHW said that we could have had the unit repaired instead of 'replaced'. That was not the communication from the representative.
Finally, the evaporator coil on one of our air conditioning units went out due to rust. They refused to cover anything stating that under their general exclusions any appliance or unit in need of repair from corrosion or rust would be excluded under the policy.
If you think about it ANYTHING water related will eventually break down due to rust and corrosion. It's part of the normal wear and tear of things. So, here we have a home warranty company that's supposed to cover me for issues of wear-and-tear; and the EXCLUDE WEAR-AND-TEAR!
Obviously I canceled my policy immediately. There were kind enough to 'waive' their cancellation fee.

Review: I purchased a home warranty for our second home. I tried to make a claim for a washing machine purchased on 3/10/13--that it was making way too much noise during the spin cycle. A repairman came out and said the drum bearing needed to be replaced and he would install it when it came in. After almost 4 weeks of no contact, I called Choice and was told the machine was too old to repair and was offered $200.00. I told Choice it was 18 months old and the Choice rep said he would order the part. When I called back later, I was told the part was not available and was offered $300. I went to Whirlpool.com and found the part (from Whirlpool) for $319. Shipping was an addition $45 and the total for the part was $419. Then I was told by Choice the part discontinued. I gave them the order number from Whirlpool--which I put on hold and I was told by Choice they would call me back which they didn't. When I called they said they wanted to give me $400.00 and call it even. I said no and I wanted to talk to a manager. I spoke to another Choice rep that said she would call me back and didn't. When I called AGAIN, I was offered $435.00 and I could take the money and but a new washing machine which they would cover or repair this one and they would NOT cover it. I emailed [redacted] to see if she would help before filing a complaint. It has been over a week with no response from her.

One agent told me to pay for the repair and seek reimbursement from Choice. I did that before and my claim was not paid.

I also had to contact 3 different repair people--all of them were sent to me from Choice-- to repair my AC. Each repair company said they don't work for Choice anymore becuase Choice won't pay them.Desired Settlement: Repair the washing machine. I have an 18 month old washing machine that needs 1 expensive part. They have said everything in the world to keep from repairing it--the part is discontinued, the part HAS to come from the manufacturer, the machine is too old. They have never said why they won't fix it now.

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 apologize for any inconvenience this has caused you. Our records indicate that CHW agreed to fix your washer, However you declined and requested to cancel your policy.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because: I checked into canceling my policy but did not cancel it. When I called back, I was told it was cancelled because I filed Revdex.com complaint. CHW cancelled the policy--I did not. Regards,

Business

Response:

We regret your frustration with this situation. CHW records indicate that per your request you requested to cancel your policy on 09/10/14. Although CHW agreed to make repairs to your unit, you insisted on canceling your policy. You received a prorated refund for the remainder of your policy in the amount of $280.92 that was refunded to your credit card on 09/10/14.We apologize, however, canceling your account voids all open claims.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I filed on claim against this company and that was for a HVAC tech to come out an re-lite two pilot lights. The next claim was a month later for the same contractor (Chrome Services) to come out and lite a different pilot lite. Both times the contractor tried to sell be a complete new unit for $2,400. These units have been maintained every other year, but they are old (1991).

Choice Home warranty denied the claim saying the tech that was out noted the unit was not maintained. I spoke with the tech and he denied reporting that. After requesting a claim review, Choice Home Warranty offer to cover $400 for labor only and no parts.

I just had another independent contractor out here today and the units does not need to be replaced and the problem was a gas valve costing $365. I requested a refund f premium which the sales person (just this last July, said if I was ever unhappy with the service I would receive a full pro-rata refund. Choice is now saying the cancelation must be mutual and the amount refunded less $1,000 in services rendered 1,000 for three pilot lights being lit?

Of my $2,475 I paid for services starting after August 31, 2015, they are only paying me $1,500. That isn't an insurance plan at allDesired Settlement: Full an complete refund of pro-rata premium estimated at $2,310 (56 months X $41.25).

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, I do see that you placed a few claims and the total that CHW paid out on your claims was a total of $1044.00. The last claim that you had for your heating system, the heat exchanger was cracked per the technician from rust and stated that this was a lack of maintenance. Per our policy, CHW doesn’t cover failures due to rust. We also do not cover failures that are a result of a lack of proper routine maintenance. We did however provide a goodwill gesture to have the unit repaired and provided the part from Lennox to you.We do see that you have cancelled your policy, please note the cancellations portion of the policy in Section L. Cancelations it states that CHW will provide you with a pro-rated refund after the 30 day grace period, minus claims paid and minus an administrative fee of $50. 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.CHW did mutually agree to cancel your policy as stated above and you did receive the pro-rate refund for months not used in the amount of $1161.00.Out of the 3 claims that you placed, all 3 of them were covered claims and the pool claim we provided the CAP amount of $500. We regret any frustration that you had to deal with however CHW is in full compliance with the terms and conditions of our policy. We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: I have been a customer of Choice Home Warranty for 12 months; paying $37.50 monthly for warranty coverage. I have not had a need to use their services until my a/c unit failed this month. I contacted Choice Home Warranty and set up a claim. They referred me to a local repair facility who was not able to service my unit for 48 hours. When the company arrived they did a repair, the system began cooling and they left. An hour later the a/c system failed again. I contacted the repair facility and they advised me they would return the next day. The next day Choice Home Warranty sent me an email asking that I contact them. I did and upon doing so a very rude woman advised me that since freon was added to my system that it caused my system to over work and therefore the issue for the a/c not working was considered a secondary problem and not covered under the warranty program. I tried explaining that the system was not working and not repaired appropriately but the woman continued to be rude. I tried speaking to another rep and the male was just as rude as the woman was. I have since cancelled my warranty feeling that this company scams it's customers and does not pay for expensive repairs instead finding an excuse not do.Desired Settlement: I would like Choice Home Warranty to refund my payments since they failed to properly authorize repair to my appliance even though their sales person and brochure states that they would repair or replace broken appliances.

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 had advised you that the unit had secondary damage and we did cover part of the repair as that was the initial problem; you were responsible for the secondary issue. Per our policy, Section F. Limitations of Liability #19, CHW doesn’t cover repairs related to secondary damage. Since you have already cancelled your policy, we are not able to assist you with any goodwill offers towards this claim and also we did wave the cancellation fees stated in 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.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. Best regards,CHW

Review: I would very much like to tell everyone that has to deal with these kind of people "DONT". I have a severe case of COPD my blood oxygen drops into the 60 to 70 rangewhen I get hot or any hypertention. I wanted this policy for my protection,and have been paying on this policy over two years without a claim. The tech they sent out told me as soon as he got to my home they probly wont pay he very bluntly said they are not at all reliable company a scam, and after he was done looking at my air conditioner and told them that the compressor was bad they told him it was a premature failure. they tech told them my unit was very clean and was in very good shape and the compressor just failed 2002 model 13 years old wasnt pre mature, and they told him they were not going to cover this, so if there are anyone out there thinking about purchasing a pease of mind policy from these scammers "DONT DO IT PLEASE" save your money yourself put some back for repairs that you may need down the road yourself.Desired Settlement: I would like for them to pay for what I was paying on. but I know now how this company works and they wont so getting away from them is the best ins policy I could get at least I wont be paying 36 dollars a month for nothing.

Business

Response:

,We do apologize that you had this issue and are upset with the policy that CHW has. We would like to offer you a full refund of your policy and apologize that you are unhappy with the policy. Please let me know if you would like a full refund and I will send you the proper paperwork.Respectfully,

Consumer

Response:

I am rejecting this response because: Im rejecting this because [redacted] dosnt state how much refund, and that they are in the the wrong for doing people like this. I received a report from my insurance company, [redacted]l ins of [redacted]. There were no reports any bad weather and the compresser just failed on its own recognasince, they told me that if I had a policy like this that they should have covered it. I went a week witout any aircondition and with my COPD and Hypertention it makes it very very hard to breath. I had to borrow money to cover this and on a fixed income it realy hurts I will pay my Brother back a little each month. Just be aware that this company isnt out for the well being of anyone except themselves and I find it hard for people like this to sleep at night. I have deleted this company from E Mailing me and realy dont want nothing but other folks not to make the mistake I did. IT HURTS!!!! P.S even the sevice guy that came to my home before he even called into choice home warranty he told me that they probly arnt going to pay for this and they should. I think he knows what kind of company this is too.....

Regards,

Jim Arnold

Business

Response:

Per our conversation, I do believe that we are in agreement of the cost of the refund and we (CHW) are refunding you the amount that you paid into the policy $215.64.Thank you for your patience and understanding with our policy. We will be sending you a refund within the 30 business days.All the best,[redacted]

Review: Three years ago my wife and I purchased a new home. Our septic system was under warranty for one year, thereafter we purchased a home warranty from Choice Home Warranty. In August 2010 we began to experience problems with our septic system. We contacted Choice Home Warranty and they sent out, on three separate occasions, during the course of a year or so, their contractors to repair the problem. Our warranty states that the problem should be rectified or the system would be replaced. Choice Home Warranty has now informed us that we have reached the limit of all they will pay for a problem that has never been fixed correctly nor replaced, and therefore, the primary reason for getting this home warranty is void, and as we see it, fraud has been committed against us by Choice Home Warranty. Our system is inoperable, a foul smell permeates our home, and we are in fear this will create a health hazard for our family. We therefore are seeking your assistance in this matter.

Product_Or_Service: 01/2009-01/2012

Account_Number: [redacted] Desired Settlement: See Complaint Text

Business

Response:

The terms and conditions state there is a $500 cap per contract term. The cap on coverage has been reached. CHW adequately addressed the disputed issues and exhibited reasonable efforts to resolve the complaint. We provided proper verification that indicated there we have no obligation to resolve the issues of the complaint and we respectfully ask that this complaint be administratively closed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The issue was not resolved. We had to pay for a plumber to come fix the problem that was suppose to be covered by the warranty. We initially purchased extra coverage from CHW to cover just such a situation and still they refused to fix the problem, sticking to that $500.00 cap, which was not met. Additionally, the contractors they approved to fix the problems were NOT paid by them and they subsequently reported us to the Credit Bureau for non payment and WE ended up having to pay for the services CHW was suppose to have covered and paid for.

Regards,

Business

Response:

Dear Mr. [redacted]:

I have gone through your account and have checked into every single claim that was placed. The $500 cap was met as of 8/15/2011 here is how:

1. $65.00 for claim [redacted]

2. $55.00 for claim [redacted]

3. $380.00 for claim [redacted]

Also, the one claim (Claim #[redacted]:) that was denied was because it turned out NOT to be a septic problem but a SUMP PUMP problem and you did not have that extra coverage. I do apologize for the misunderstanding and the frustration this has caused you and your family. Please fax the invoice for the payments that you made for the vendor to my attention ([redacted]-Quality Control Specialist) at ###-###-#### and I will have a check sent out to you for the amount.

Best regards,

CHW Quality Control Specialist

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

[redacted] D [redacted]

Review: Choice Home Warranty denied a claim to replace our HVAC condenser based on the premise that the condenser unit had a previous repair (it has never been repaired). CHW stated the HVAC technician contracted to diagnose the problem had informed them the unit had been previously repaired. When I spoke with the contractor not only did he say he never stated that, he also stated that there was no way to tell if there had been previous repairs to the unit. CHW then stated that it could have been a manufacturing or installation defect, which they do not cover. I informed them the unit was 11 years old and had never had a problem other than the control board they replaced a few weeks prior in a completely different part of the system. They then informed me that their policy does not cover "acts of god" and they would not, for any reason, approve the claim. After requesting transcripts of the communication between the service provider and CHW, they told me it would take 7-10 business days to receive that document. That was July 6th. I have not received the requested information, nor have they responded to my appeal, submitted 7-9-2015. We live in [redacted] and have a toddler and several pets. We have been without air conditioning for over a month in 100 degree weather.Desired Settlement: I would like the company to pay for the purchase and installation of a new similar 5 ton condenser of our choosing for our air conditioning system, which costs approximately $5,000.

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 complaint, you stated that you had requested transcripts from the tech to Choice Home Warranty. We do not have any such documents as this is a verbal communication and we do not send this out to the customers. If you would like a written letter showing why the claim was not covered, that we can provide; and I do see that we did provide that to you on 7/10/15.We also see that you had spoken to the technician and stated that you no longer wanted his services as you were going to cancel your policy and use further actions to have this unit replaced.On 7/7/15 we did advise you that there was a leak from the condenser coil at the soldering joint. This leak was caused by either a previous repair or a manufacture defect that could take time to start. We advise you to contact the manufacture to find out if this is an ongoing issue with this type of unit.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Review: I have filled two service repairs with Choice Home Warranty and each time they have denied my claims based on what they say "negligence on the home owner to maintenance their appliances". The first one was on 9/8/2015 where an upstairs unit was not cooling. They sent a repair company out, Icon Mechanical, LLC, where the problem was diagnosed as needing another HAVC unit and they would not cover it. So I got a second opinion and the problem was a switch that had gone out and needed to be replaced.

The second service call was on 11/16/2015 concerning my washing machine unit, Choice Home Warranty again sent the same company out, Icon Mechanical, LLC, and the technician diagnosed the problem of being a clogged drain line and the motor was going out. They called me a few minutes later to tell me that the claim was not covered due to neglect by the home owner. I'm very upset with this company! I asked to speak with someone else that could assist me and the person I spoke with told me that there were no one else I could speak with that they were the supervisor and I could not speak with any one else. I told her I want to cancel my membership and I wanted a reimbursement for the year membership I paid for. So, she put me on hold and said she was going to switch me to that department. After putting me on hold she later picked up the phone and pretended to be the person in the department that was going to cancel my membership, so I never got to speak with another person to resolve my issues. I just continued to go around and around with the same person I initially spoke with. No results and they still refused to refund my membership fee of over $400 dollars for the year.Desired Settlement: Refund of all fees including service fee paid to their repair company

Business

Response:

Dear [redacted]:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php. Upon review of your policy, I do see that you had placed 2 claims with CHW and that we did approve to assist on your Air Conditioning claim. We do see that the claim for the washer was not a covered claim due to the fact that the pump drain and hose were clogged and that caused the unit to fail. This is a lack of proper routine maintenance. The tech stated that any time you are about to wash you should clean out the debris within the unit for it to not build up.If you would like to cancel your policy, you would have to review the terms and conditions pursuant to Section L. Cancelations: This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Review: Choice advertises that they will ix or replace an appliance that they can't fix regardless of age. They refused to replace my air conditioner when it failed. They came up with excuses as to why they would not fix or replace the unit. The excuses they use to deny me coverage were not the reason the unit failed to operate as reported by the contractor they sent to check the unit. Once faced with the costs of fixing or replacing the unit Choice begain making up excuses such as the unit is only 27 years old and it should have lasted for at lest 30 years, or there was rust and chorision on the unit ,which there was not and I have pictures.

It was one excuse after another. After they received my premium they refused to live up to there part of the warrantyDesired Settlement: I would like to e reimbursed the $2,500 to spend to have my air conditioner fix, which was covered under a warranty contract under Choice Home Warranty

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, I do show that we have covered the following claims:On 12/20/13 claim # [redacted] for your Heating System in the amount of $668.13On 5/13/13 claim # [redacted] for your Refrigerator in the amount of $233.65On 2/20/13 claim # [redacted] for your Plumbing System in the amount of $100.00On 1/9/13 claim # [redacted] for your Refrigerator in the amount of $399.67We do apologize for the frustration with the most recent claim that you have placed for your Air Conditioning System on 05/27/14, claim number 51754694. I do see that we did dispatch [redacted] Mechanical Corp to your home to diagnoses the unit. Upon diagnoses there were many things reported back to us and ultimately determining that your unit was not maintenanced properly. The Service Provider stated that the “Indoor and Outdoor coils were leaking and the condenser coils were leaking from the bottom front on the fins. The tech also documented that the fins were damaged, due to the leak. The evaporator coils were leaking in multiple areas on the U bends and that there was rust on the unit. The unit should hold approximately 6 pounds of Freon and yours did not have any.” Also, Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance they can last decades normally outlasting every other part in a condenser. So that being said, Non-repairable leaks in condensing coils less than 30 years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc. Per our policy, Section F. LIMITATIONS OF LIABILITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services. Best regards,CHW

Consumer

Response:

:It was the intention from the start when CHW learned from the service man that the unit needed to be replace, that they were not going to cover it. They indicate that the coils should last up to 30 years however, no where in their advertisements do they say that your unit will have to last a least 30 years before they will fix or replace it. They advertise that they will fix or replace if they cannot fix a appliance, regardless of age. CHW will pay for the small minor repairs but when it comes to the major repairs, they have a whole department whose function is to find ways (written in the small print in the contract) to not honor the claim. for the repairs that they did cover I would have been better off paying the cost out of pocket vs the costs for the CHW warrenty contract and ductable. I have found CHW to not be a reputable company and have made it a point to tell everyone that I know, including my real estate customers to not deal with Choice Home Warrenty company-THEY ARE NOT A REPTUABLE COMPANY. I have 3 other contracts with CHW all of which I will not be renewing when they expire. Choice Home Warranty Company gives all warranty companies who sell these type of warranties a bad name PS;I have turned over all my receipts and docunments, including maintance reports, to my son who is an attorney, and we will be bring legal action against CHW for the $2,500 Plus, for the out of pocket costs I paid to have my AC fixed.

Review: Choice Home Warranty Policy [redacted].

I filed my initial claim for the water leaking from the air condition on 27 April 2014, the technician stated some pump was burned out, he replaced the pumped. A few days later the unit stated leaking again. I contacted the service technician because the work was still under warranty. He state he was out of town and would contact me once he got back; he never called. A week later when I finally spoke to with him, he stated the company is no longer doing business with CHW because they do not pay for services rendered. I contacted CHW, informed them of the situation, they sent a technician from another company. The technician stated the Freon was low, he added some Freon. He stated, I may have a leak in the system. He filed the claim, but again CHW refused to pay. CHW told me they would need a leak test, the test would be at my own expense. I had the test, the technician located the leak, took pictures of the units and sent in the results. CHW stated, they was not going pay for the repair because of rust on the coils. I asked is it not common logic, that if Freon is used to cool the house and form condensation circulating through the aluminum coils would not rust accumulate from daily to years of use. He agreed. however, CHW still refuse to pay for the repair. CHW did offer a $250 “Good Faith” one time payment, which will not cover the cost to repair the unit.

For the past 6 months, I have been unsuccessful in resolving this issue with CHW. I am seeking your assistance with this matter.

CHW SITE : 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 duct work, (iii).e

I contest, no technician sent to repair the unit by CHW stated the unit repair was a result of negelance and the pictures will show the unit was cleaned, rust is on the coils ONLY.Desired Settlement: I seek repair of the unit or replacement of the unit if the part is no longer avaialbe.

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 the claim you placed in July, we do see that the diagnosis states that the unit was leaking water which is exclusion to the policy. The second technician stated that it was leaking Freon and that there was a leak in the A Coils caused by rust. Rust is exclusion to our policy for a failure; this is also a sign of a lack of proper routine maintenance.We had spoken to you on 11/17/15 again in regards to this claim and did provide you with a good will gesture of $250 for this non covered claim. We do apologize that you are not happy with the good faith offer that was provided and accepted but there would be nothing more that we could do to assist you with this claim.We do regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Review: This company is disgusting and has discriminatory, dishonest practices. I have had an ongoing issue with my heating system for a month (it's getting colder so I'm becoming more and more frustrated). First they sent an incompetent tech who misdiagnosed the issue, removed my thermostat and installed a cheaper one that doesn't have the same functioning as my previous one (despite my policy stating that any replaced items will have similar functionality). Next, they sent a tech who actually correctly diagnosed the issue since the first tech wouldn't respond to their calls. Today (11/12/15), I receive an email stating they have reassigned the job to yet another teach and that I will be required to pay the service fee again. No explanation. I call the company and was told initially it is because the tech cannot get the part. I ask to be escalated to a manager, however ANDY refuses to transfer me. Eventually, after having to call 3 separate times and being placed on hold for over 26 minutes, I speak with [redacted] who makes a derogatory comment about me "living in her country" and "going back" (I have an accent). She lies and states that the tech refused to work with us which is why it was reassigned and why I have to pay again. At this point I call the tech from my landline, place him on speaker phone and ask him if he is still going to be repairing my system, his response is he cannot get the part for my system and informed CHW of this. I then tell him what [redacted] has said and he said "she is lying to you, maybe to get more money out of you but I will correct that because there is no issue here"... [redacted] then laughs and makes further comments about my being a [IL]LEGAL immigrant-- i.e. I am LEGAL, but she insinuated otherwise. I asked to speak with [redacted] and was told "she's gon' tell you the 'zact same thang" and declines to notate my records that I asked to speak with her. This level of discrimination, abuse and breach of contract is unacceptable. I will be suing.Desired Settlement: I want my thermostat issue to be addressed, as well as I would like the business to waive the service fee charge. The lying to attempt to extort more monies from me will not be tolerated. I would also like to be contacted by someone high up enough in the company who is able to assure me that [redacted] they have working for them have been reprimanded for their behavior. Finally, I would like my heating system to be repaired as agreed in a timely manner. In this weather, it is unacceptable to be leaving customers with a heating issue for a month. If my issue is not resolved satisfactorily I will proceed with legal actions.

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] We do apologize for any rude behavior that you had to endure from anyone in our staff. I will bring this to their managers attention. In reference to your claim, I do see that we have the technician coming to your home today and that the unit will be fixed.For the trouble that you have experienced, I have placed a onetime free service call fee under your policy. Please accept my apology and if you should have any further issues, please contact me directly at [redacted]Best regards,[redacted] M.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the resolution is unsatisfactory. 1) CHW has reassigned the job again to the original tech (this will make 4 visits to my home) and still no resolution. I should add here that the tech did not show up... AGAIN! You continue to send a tech who has not shown up as scheduled on 3 separate occasions now. He ignores both mine and CHW calls. Therefore my system is NOT fixed and we still do not have a definitive diagnosis. I asked CHW whether I could just have a tech of my choosing come and and be reimbursed for the cost as per my policy and today I was told "No. You must have the issue fixed by the original tech we sent out, [redacted] This is yet another instance where CHW is deviating from the terms outlined in the policy. 2) You will not merely "apologize" and give me a free service call for blatant discriminatory behavior that I have endured from your colleagues. This matter, I assure you will be escalated through legal channels. At this point CHW either needs to dispatch a tech who is going to show up, or allow me to find a tech of my choosing and reimburse me for whatever amount I am charged.

Regards,

Business

Response:

Dear [redacted]We do apologize if anyone again was rude to you in our company, we do not condone that type of behavior. In reference to your claim, you can use your own technician but you must make sure that they contact us before any repairs are completed. If they charge you an emergency fee, that will not be covered under our policy. If the technician does not contact us before any repair is completed, we will not authorize any work as stated in section C. Service Calls #2.If you would like to use your own technician, please contact us for a reimbursement form.We are also offering you a full refund on your policy since this has been such a trying experience for you, we would wave any fee’s that you are to pay for the cancellations as stated in Section L. Cancellations and provide you with a credit of $425.00 back to the credit card that you had purchased the policy under.Kindly contact us to advise of what option you would like to use. We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Review: Purchased a plan on Feb 24th. On March 30 our AC which had no previous issues stopped cooling. We filed a claim and a tech was dispatched. Tech mentioned a possible power surge which Choice declined coverage based on. I talked to the office manager of the tech w/ company name Air Rescue ###-###-#### and he said there is no way to determine power surge unless you there and saw it cause the failure. I passed this on to Choice and they took two days to review all the while we had no A/C. They were saying three items failed so must have been surge. The tech went back to them and said it was an educated guess and could not be stated for sure.

Talked to a couple of other third party techs who said the failure is generally the fuse in the switch and the motor, and board will work just fine after it's fixed. Said it's just easier to say they all failed. That afternoon Choice called to tell me that they were still denying the claim but not due to power surge but for preexisting condition since it happened so soon. I told them they could have told me it was preexisting in the beginning rather than claim power surge for two days and waste my time. I had it fixed myself and it was as I had heard a fuse only which I doubt would be considered a pre-existing condition. My issue with the process was ,as I stated, that the pre-existing condition could have been their first reason and been done with me. They tried to use a completely bogus claim of a power surge and wasting two days of my life only to denying for something else when I found enough people to refute it. It still would have been wrong reason for refusing to pay but at least I know in day one. I was also told by a couple of the techs that Choice pushes them to say it was power surge and even when they definitely say there is no way to may that call they still deny for power surge. Keep an eye on this.Desired Settlement: They kept a portion of my payments as an administrative fee. Only return 106 of the first two 93 dollar payments I made.

Would only agree to return the whole thing if I signed a waiver agreeing not to complain.

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 started on 3/30/15 we do see that you placed a claim 6 days later for your Air Conditioning unit. Choice Home Warranty dispatched a technician that provided a diagnosis to us, upon the diagnosis it was said " Tech found a few things fried in the unit. He said he did state that this was likely from a surge but he said he cannot say for sure." The outcome of the claim was pre-existing due to the fact that this could not have happened within the 6 days you have had your policy. We do see that you had canceled your policy, unfortunately due to our terms in our policy by breaking the agreement with CHW you are charged a $50.00 cancellation fee. 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 are very happy that you were able to fix the unit easily for yourself and thank you for your feedback.Regards,CHW

Consumer

Response:

I am rejecting this response because: first the comment that a 'few things were fried in the unit' was untrue as I was able to have it fixed with a simple fuse. So with that first assessment being untrue the conclusion of a power surge and pre-existing condition become less credible. What I really have issue with is the switching of the denial reasons. First it was a power surge. Then after that issue was disputed as to how they could possibly know that (I asked several techs who agreed that it could not be a diagnosis unless they had meters on the unit or saw the surge) and they simply could not defend it they change to pre-existing. And the reason given to me was that an AC breakdown could not have happened in 6 days. So the CAUSE is really NOT the issue it is time until it breaks? Curious what if anything they would cover after 6 days given that rational. But OK. If that's your defense fine use it on day one or the next day. Don't waste my time with denials based on causes (power surge). Time is money. My wife and daughter both have asthma which is aggravated by the humid warm condition created by the lack of AC and we have a two year old at home. Don't appreciate the run around.Keep the money I want it on record of the poor handling of the claim. Note also I was offered a full refund by Choice if I agreed not to complain.

Business

Response:

Thank you for advising us of the information that the Service Provider gave to us was incorrect. We have documented this information and handed it over to the Territory Manager to dispute with the Service Provider that gave us the diagnosis. We did offer you a full refund as a goodwill gesture as that is not our normal practice. 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-cancel-able 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. If we offer a Goodwill gesture for someone that is not happy with our services, we would not expect any negative recourse. Since we would have refunded you for a service that you did not agree with as a good-faith offer. We do apologize if you had taken offence to this, as that was not our intention at all. Best regards,CHW

Review: This complaint is in reference to refund of $45.00 for the first service call as promised when contract was initiated and the unprofessional and poor customer service received in attempting to receive the refund. I have lost my trust in Choice Home Warranty Company because they failed to keep their workd for first service fee exemption as promised during contract initiation. After following their instructions on placing the first service call to waive the service call fee, I was accused by Customer Service that I did not follow the steps properly and therefore refund would not be given. What nerve to A.R. have from Customer Relations to disrespect a new customer like me!! He was also rude, unprofessional, lack of empathy, and excellent at raising doubt and trust in the company Choice Home Warranty. I am very disappointed and hope to share the experience with my community, family, co-workers, neghibors, and any individuals in process of purchasing a home warranty.Desired Settlement: I would like the Choice Home Warranty to live up to their works and honor my $45.00 as promised when contract was started.

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

The $45 has been credited to your credit card on file.

Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I have had Choice Home Warranty for almost a year. The warranty company is a rip off and is just looking to scam people. I first had a issue with my brand new dishwasher in August-September 2013 and had a technician come out. The repairman told me what was wrong and called it in to get it approved. Choice Home Warranty said they did not believe him and they refused to cover it. I threw a fit and they ended up covering it because there was nothing in there policy stating they shouldn't.

The next problem I have had was with my plumbing. I called Choice Home Warranty and they said that they don't cut holes in the wall. The plumber said that he charged $150 a hole and it was a gamble on where the leak was. I ended up paying to get it fixed myself.

The last problem I had that started June 25, 2014 is with my AC. The repairman from [redacted] has been coming out and he came out the first time and never told us that there may be leaks. The repairman fxied the condenser and the fan (which wasn't even broke.) The AC broke after a few days and we put in another claim. The same repairman came out and said that the panel connection was rusted and that it was just normal wear and tear. The air started blowing from the AC. The house was not getting cool so I put in another claim. The repairman came out this time and said that he could either put freon in it which would cost me $120 of I could pay him to do a leak check. In my contract it says that they don't cover leak inspections so I paid $65 for the inspection. The AC guy came back and said I had two leaks one at the service valve and one on the coil. The Warranty place is trying to say that it is rusty and in the pictures theres corrotion. The unit is 17 years old the AC technician told me that it was normal wear and tear. The AC unit has been serviced every year. The warranty company is trying to scam people and always find a reason to not cover things. Also their 24hr service is false.Desired Settlement: I would like the coil and service valve holes to be repaired by the Warranty company. It is not okay for a warranty company to always try and find reasons to not fix something. The holes on the coil and service valve aren't from rust that is why copper is used. There is normal wear and tear on the unit and it should be covered.

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 account it appears that we have processed and approved the following claims:

• 09/13/2013, [redacted], Dishwasher, $482.78

• 01/07/2014, [redacted], Heating System, $15.00

• 06/26/2014, [redacted], Air Conditioning, $445.00

We regret your frustration with the outcome in regard to claim # [redacted], for your Air Conditioning System that was placed on 07/07/2014. CHW assigned [redacted] LLC to the claim. The diagnosis we received from the Service Provider stated that, “the evaporator coil is rusted causing a Freon leak.” Unfortunately, the CHW policy does not cover failures that are a result of rust and corrosion. This is also a failure due to a lack of maintenance. If the unit was properly maintained, the rust and corrosion could have been avoided.

Please see Section F. LIMITATIONS OF LIABILITY

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

4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.

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.

Also please See Section D. COVERAGE:

4. AIR CONDITIONING/COOLER:

EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.

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:

Review:

I am rejecting this response because:

I got a second opinion! I attached what he said the ac unit has been maintained appropriately and the rust is from it being old not from maintenance issues. He also said that hole would not be caused by rust.

Business

Response:

I have taken the attachment and sent it to our authorization department. We will place the claim back into review for you. We will be contacting the service provider and requesting information from him.

Thank you,

CHW