Choice Home Warranty

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: 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: I purchased the home warranty on 8/16/14. I never used the service until 7/22/15 when I called for service on my Frigidaire Affinity Washer. I was assigned a tech. The tech reported that he came to my home and reported information that was not for my washer. The tech never came to my home. When I spoke with CHW again on 7/27, they informed me that they were paying me for a unit that I did not have. I refuse the amount because it was not for my unit. They then gave me another tech and when I contacted that tech, he informed me that he does not do repairs for CHW anymore and was having issues with them. I then had to call back to CHW regarding this. I was told that I would be called back with a third tech. I was not called back until 7/28. The new tech came to my home on 7/28, inspected the washer and informed me that the unit needed a pump. He said that he would give me a call back as to when the pump would be ordered and installed. I received a email informing me to contact CHW regarding the repair. I contacted them and they stated that the device cannot be repaired and offered me $450.00 for my unit. I paid over $700.00 for my unit and I have had the unit for 3 years. The price is unacceptable and they want me to take the check or a unit that is not compatible with what I have. When I first purchased the contract, I was told that I would receive as close to what I already had if any of my appliances had to be replaced. I cannot purchase a new unit with that amount. I will have to put more money, which I paid them $47.00 a month for the warranty not to have to put money with what they are giving me to replace an appliance.Desired Settlement: I want to give at least $500 to $550.00 to put towards the cost of a new unit comfortable to what I already have.

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 you claim, I do see that CHW has offered you $50 less than what you are requesting, CHW is offering you what we would pay for the unit that you have at our prices as stated in the policy. Also, we have offered you a new unit that is comparable to what you have as stated in our policy. We cannot force you to take the unit or the check that we have offered to you but the price is exactly what we would pay in a national whole sale price, also the unit that we have offered you is a new unit that we would install for you. From the notations on your claim, this claim was not a covered claim and this was a goodwill gesture. I do apologize that you are unhappy with the price or the unit that we have offered for you. Please see Section F. Limitations of Liability 9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance. CHW has in good faith offered these to you as solutions to your issue with your unit. We are in full compliance with our policy. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Best regards, CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was not offered a new washer comparable to what I had. I was told that there was a washer at Sears for $500.00, they would send me the check for $450 and I can go to Sears and purchase the washer. I was also told that the check would take 30 days to be sent out to me. I said to them that they could go and purchase the washer and install it for me. By the time that I would receive the check, they washer would no longer be on sales. The rep suggested that I borrow the money or use a credit card to purchase the washer. I informed him that the reason I had the warranty service is for them to either repair or replace my appliances. How can the claim not be covered under the warranty when I have never used the warranty and the contract services were from 8/16/14 to 8/16/15. I was never told that it was not covered. If the service was not covered, why was a service repair representative assigned and I was given a number to contact them.If Choice Home Warranty is willing to purchase a compatible front load washer and install it, I will be satisfied. Otherwise, I want the payment of $500.00 so that I can replace the washer that I currently have. I will still have to put additional money with that payment to get a compatible washer to what I have. I have a front load washer and that is what I insured.

Regards,

Consumer

Response:

My name is [redacted] and I filed a claim against Choice Home Warranty, ID# [redacted]. I agreed to the amount of $450.00 and was not going to pay the premium anymore because my contract expired 8/16/2015 and the claim was called in on 7/26/15, which was before my policy was canceled. I refuse to pay anymore premiums because it will be taking away from the amount that was offered to me if the policy was canceled. I have yet to hear anything from Choice Home Warranty and would like to get paid for my washer so that I can pay back the person that I had to borrow the money from to replace my washer.

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]

\n

Dear George Liadis,

\n

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: This company advertised that if they couldn't fix the appliance, they would replace it with a new one. They couldn't fix my washer. Instead of replacing like they promised, they offered three hundred and fifty dollars towards a new one. New appliances costs around one thousand dollars. Three hundred and fifty dollars is unacceptable. Mind you, the offer was given after three weeks. The vendor Mr. Repair gave excellent service. Unfortunately, I can't say the same for Choice. They have no problems taking your money every month. Yet, they can't make good on their promise.Desired Settlement: I want a new washer like they promised.

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 claim, it shows that CHW did replace the control board and once that issue was fixed the inverted was discovered as bad. CHW provided you with the funds in lieu of repair as stated in the policy in section F. # 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy. .We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: 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: 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

My experience has been very good.

Disappointing to date. I don't know what their service is like during normal hours, but after hours, weekends, etc., it's disappointing. Sorry, but I can't control my AC from dying on me on Friday midnight.

Maybe it's not their fault, but the local service company, Alpha Omega AC & Heating, San Antonio, didn't respond (except once when they gave me a time frame when they would be here, but failed to follow thru-no callbacks, no responses to texts or phone calls), answer texts, etc.

All Choice Home Warranty would tell me is that I have to wait until Monday when normal service hours are available. Do I have to plan when my AC unit is going to malfunction??? Nonsense. I was hoping they would give me an alternative AC service company to work with, but they didn't..

Disappointing in view of the service commitments made when I purchased the service. Beware, ask them what they do after hours and how they respond. Will not purchase their service agreement again.

I have a home, asked them to come out. The service man who came out sent them (2) photos on the existing unit, it has a variable drive blower, they declined to be responsible for any repairs to to improper service of the units. How did they determine that, from looking at the (2) photos. The service man never said anything about improper service, just that the unit was 6 years old the the blower was going bad. My cost to repair $697.00 because a "Tech" setting behind a desk looked at (2) pictures and automatically determined the unit had improper maintenance. I am a project manager for a commercial general contractor, been doing this 35 years, I find this "stupid " at best. The tech said the day before he experienced the same thing at a different house. TI argues I had cleaned the coils, they then demanded to know what chemical I used. They argued that since I am not a licensed HVAC contractor, my opinion did not mater. They did say I could call and independent 3rd party ac sub out to look at the units, and then he could talk to them, but they would not comment if his opinion would actually do any good. I asked about canceling my policy, they said no refund, my money would be theirs (I bought a 3 year policy). So unless you hire a 3rd party to come out and keep immaculate service records, you are flat our of luck.

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: 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: On or about May 6, I made a claim that my a/c was not cooling my home properly. A technician was sent out, and she determined that there was a leak but could not find it. She said all the freon had leaked out, so it was replaced. On or about July 28, I made a 2nd claim on the a/c as the home was still not cooling. I paid another $45 service charge and another technician was sent out, with a different company. It again was determined that there was a leak in the unit. This time a leak test was performed (which I had to pay for because a leak test is not covered by the policy) and again freon was added. The technician said the it was an old unit, so the home would never get down to the desired temperature, but that the leak was repaired and that was the best he could do. A 3rd claim was made for the same problem on or about Aug 4. Yet another technician was sent out, so now there had been 3 separate companies that had attempted to diagnose the problem. Keep in mind that these companies were appointed by CHW, not by myself. Therefore, I would assume that they had deemed all of these companies to be competent. This 3rd company now said that the compressor was out and the entire unit needed to be replaced. Well, apparently CHW did not like this diagnosis, so they sent the 2nd technician BACK out to the home to take pictures. Once they received the pictures, they now decided the whole problem was due to rust and corrosion. This unit is obviously metal, and has been sitting outside for 20+ years, how would it not show signs of rust??? BUT, they finally had the diagnosis they wanted that would allow them to deny the claim completely. This whole time, their customer service had been horrible, and I would sit on hold for 30-45 minutes at at time waiting to talk to someone in customer service. All they did was keep transferring me to different depts, and I never received call back when I requested one. I am appalled by their actions & whole process.Desired Settlement: I paid $1,125 for 3 years of coverage in November, 2013 and would like a pro-rated refund for the 27 months of coverage that I have remaining (approx $843.75) I have no intention of EVER filing another claim with this company. I tried to cancel this coverage after having so many problems with this claim, but was told that even if I cancelled I would not get any refund because they've paid approx $700 in claims. When I enrolled in this plan, I asked specifically about the cancellation policy and was told that I could cancel ANY TIME for a complete refund. Was not told anything about the "fine print" details regarding re-payment of any claims paid. Not only that, but I really question how they come up with $700 paid out on my policy. I will not be satisfied unless I receive a refund-this would be a very fair resolution. Their process caused me to be without a/c in my home for a week, in 90 degree weather, & I've now had to purchase a whole new unit, completely at my expense.

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]6, for your Air Conditioning System that was placed on 08/04/14. Upon diagnosis, the Service Provider stated that, the evaporator and condenser coils both have failed to rust and corrosion. 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. CHW requested records to ensure that the unit was maintained properly; to date however; we have not received anything.Although this was not a covered claim, CHW offered you a good will gesture of $ 250.00. However as you’re not satisfied with this amount, it is no longer available. Please see 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.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:

I am rejecting this response because:

This is the same message that you keep sending, so I am continuing to reject it. You're declining the claim, I get it. You keep telling me the same thing over and over. But, I NEVER DECLINED THE $250 OFFER, AND I SENT IN MY RECEIPT AS REQUESTED. Please pay this amount and I will put this to rest once and for all.

Regards,

Business

Response:

Per your request we have authorized $250.00 to be sent out to you. Please allow 30 business to receive paymentBest regards, CHW

Review: Choice Home Warranty determined that the repair cost for my dishwasher exceeded the value of the appliance. (Claim [redacted]/Account [redacted]) It was a 2 1/2 year old [redacted]. They sent me a check for $190 towards the purchase of a new dishwasher. I bought another similar [redacted] dishwasher from [redacted] and the cost was $548. I filed a request for Mediation under the procedure outlined by the terms of their agreement. I sent this to the (1) Mediation Company - [redacted] and to the (2) Warranty Company - Choice Home Warranty. I sent this request by certified mail on 1/6/15. I did not hear from either entity so I called Choice Home Warranty on 2/2/15. I was told it takes a month for them to process these requests. I still had not heard from anyone and called again on 2/17/15. I was put off again. I have received their check for the paltry sum of $190. But I have not cashed it.Desired Settlement: I expect to reimbursed $548 for the new dishwasher. I am not requesting reimbursement for delivery, installation, or haul off of the old dishwasher.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with claim. Per your last contact with CHW, We have come to a mutual agreement to increase the amount to $300. In addition to the tech that you received for $190.00 we will be sending you a check for $110.00. 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 do not think this resolution is fair, but have accepted as I am facing cardiac surgery next weekand do not have the energy to pursue it. When discussing this with their representative, I asked them where theythought I could have gotten a dishwasher for $190 or $300. She could not give me an answer. So I assume they just make up an amount thatis as little as they think they can get by with. Additionally I think they had no intention ofaddressing my concerns until I made my complaint to Revdex.com. My original request for mediation was sent1/4/15. So it took over two months to get a phone call from anyone willing to discuss the matter. I was NEVER contacted by anyone who workedfor the Mediation company listed in their booklet. I can only assume there is no mediationcompany and that it was only a ruse to put people off.

Review: My refrigerator went out last month. I had just bought groceries and called to have it look at. The company sent the info for me to call and I did. First company couldn't come out so I called back and they gave me another company. He said it would b 4 days before he could come and I told him unacceptable. I called the toll free number and it was like pulling teeth to get help. The young man I spoke with pretty much said Oh well, if they cant come out for 4 days what did I want him to do. I said I will want you to buy my groceries back. He put me on the phone with a manager. The mangers name was Cherry or Sherry. She asked me what I wanted. She didn't know why I was calling. I told her the story again and she said the contract says we have up to 72 hrs to come. you can pay for an independent contractor to come out now but we will assign someone ans they will call u when they can come. Iagain explained it has been 4 days since I first call. The 1st company assigned said he couldn't come and the 2nd company said it was too far and the 3rd company said they couldn't get to me until Saturday. it was Wednesday. I was so upset. I told sherry, I paid my contract in full for 2 years and never had to use it. I deserve someone to come out before a week is up and check my fridge so I can save some of the food I bought. She was rude and cocky to me so I showed her who I worked for and Attorney. Whe I said this and told her I was a paralegal that work fr the [redacted] on a [redacted] her attitude changed and when we hung up I received a call from the maintenance person who came the very next day. I paid over 700. for this warranty and I don't deserve being treated rudely or disrespectful because I said the wait time was too long. Furthermore when the guy came here to fix my fridge which was a minor problem, He said he was told I was mean. I am going to cancel my contract when it is up because I don't want to do business with people who call customers mean. I am the customer!!.Desired Settlement: Get more technicians on call so they will be available when we the customers call. Also get technicians who are closer to when your customers live and tell Cherry, stop being rude or next time I will sue her. My bill for this contract is paid in full and utilizing it once in 2 years is great. She is bad for the business. Did she think me being a paralegal meant I didn't read my contract? Apology please and if not then I will find another company to use when this contract expires and will put it on the consumers list . I am not asking for refund just respect from the people we call to report that we need assistance. Thanks

Business

Response:

CHW does not condone that type of behavior from our employees, it doesn't matter that you are a paralegal; you are a customer and all of our customer are to be treated with respect. I have forward this complaint to the VP of Operations and she will investigate the calls as they are recorded.We do apologize and hope that your next experience with us is much better.Respectfully,TracyCHW Consumer AdvocateOffice of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me because when my contract is up I will not be using the Choice services anymore. They aren't going to do anything anyway.

Regards,

Review: I put in a claim for my washer in Sep. , 2013. A company come out on the Sep.27,2013. I paid them $45.00 is my part to pay.

This company I nerve heard from them. So I call Choice hHome Warrnty and ask them have they heard from the technician. And CHW said no. In Oct,2013 they resign the claim to another company call Total Home repair. Now this company work with the claim and he just said that the washer can not be fix. So I did not hear for that CO. Now is Jan 29 another company come out to work on the washer and they call CHW and tell them the washer need a tramission. We the CHW call me told me what the last company said that the washer can not be fix and they was going to send me a check for $250. for the washer and they said they had mail it out on the 30th of Jan. I had a water heater brake on me and CHW did not wanted to fix that. And the company they sent out take bad about CHW that they do not want to pay the Company they send out. Well I cancelled my accout and I call them today they cancell my check that CHW did not sent. This company IS NO GOOD that check sure been here on the 2/9/2014. THEY ARE NOT A GOOD COMPAMY TO HAVE HOME WARRANTY WITH. DO NOT WANT TO PAY UP. I DESIRED MY MONEY BACK THEY DID NOT HAVE TROUBLE TAKING MY MONEY OFF MY MONEY CARD.Desired Settlement: i

Business

Response:

:

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

I have reviewed your claim for your washer and do see that we were going to pay you in the amount of $250.00 to buy out the machine. You chose to cancel your policy with CHW therefore breaking the contract with us. We would not do a repair on a unit that the customer cancelled, and we would not pay a customer for a unit if they cancel.

I am very sorry, but you chose to cancel your policy and therefore, we are not obligated to pay the amount that we were going to pay because of breach of contract on your end.

CHW

Consumer

Response:

I am rejecting this response because: It was over a year now I dojnot wand the money for myself I have a dry and it need a wash on the side of it. I sending to much money going to the washer now like to CHW. They anot want they said they are. I get they money off of your are account that not stop them. No I not going to accept that response. I noeed a WASHER money hunger people.

Business

Response:

I am very sorry that you are so upset and I do wish that I could help you. Your account was cancelled by you on 2/14/14 therefore breaking the user agreement that you had with us. We cannot pay out on a claim if the customer cancelled the service with us. It would be the same as us fixing the unit and you already cancelled, the account has to be in good standing order to have service or any funds released.

I do apologize for the frustration that you are experiencing.

Review: SENT AN UNQUALIFIED TECHNICIAN TO REPAIR DISHWASHER, THEN HE LIED ABOUT THE REPAIRS, & DID NOT EVEN TEST THE EQUIPMENT. THEN THEY CALLED & DENIED THE CLAIM & SAID IMPROPER INSTALLATION ON OUR PART WAS THE CAUSE OF THE PROBLEM. I HAD ANOTHER "QUALIFIED CERTIFIED TECHNICIAN" OUT FOR TESTING & PAID MYSELF. ONLY TO FIND OUT THE PART & LABOR SHOULD BE COVERED UNDER THE WARRANTY. I HAD HIM CALL & SPEAK TO WARRANTY COMPANY & THEY ACTED LIKE IT WAS COVERED, THEN CALLED ME 5 DAYS LATER & STUCK TO THE ORIGINAL DENIAL.Desired Settlement: I HAVE PAID FOR THE REPAIRS, THAT WERE NO WHERE NEAR WHAT THEIR TECHNICIAN SAID IT WAS, & AT NO IMPROPER INSTALLATION. THERE IS NO PORTION OF THEIR CONTRACT THAT SAYS YOU CAN NOT HAVE HAD YOUR PARTS WORKED ON BY YOU OR ANYONE ELSE. I REQUEST TO BE REIMBURSED FOR ALL OF THE REPAIRS.

$500. I REQUESTED A REFUND ON MY CONTRACT & THEY REFUSED BECAUSE IT WAS NEAR THE END.

Business

Response:

Dear [redacted],

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

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

[redacted] on 11/24/13 for your washer in the amount of $127.00

[redacted] on 11/26/13 for your refrigerator in the amount of $189.80

I do apologize but we are unable to approve the following claim number [redacted]4 because both techs said that "NOTE CUSTOMER TRIED INSTALLING HER OWN DOOR TRIM AND NOW THE LATCH ASSEMBLY

DOES NOT WORK ON THE UNIT.

CHW Does not cover improper installation therefore, this claim has been denied.

We are very sorry for any of the frustration you went through with this claim.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As I stated before. There was no improper installation, the so called technician did not even check out the door, just automatically said Oh I know whats wrong its the latch. I told him all of the info & had him check it out. He stuck to his first words. Guess what, another Certified repair man has come & replaced the board, latches etc. & low & behold it

still does not Work. It appears to me the people they send really don't know they just start guessing & throwing parts on it. I am extremely disappointed in this company & I still want a refund.

Regards,

Business

Response:

Dear [redacted]e [redacted]:

I am very sorry for the frustration in this claim. We cannot pay for a mistake that a service provider that you hired to fix your unit did. Our policy states, F. LIMITATIONS OF LIABILITY 18. We will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.

I do apologize that there is nothing that we can do for you at this time. Please contact the service provider that you hired and explain that he made more damage to the unit and I am sure he will come back to fix the unit.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I too am sorry that your company made a decision based on inaccurate information provided by your incompetent technician. Then you refused to listen to my side of the facts. You lost a customer that would have been for life.

I also will be telling everyone I know not to sign up for your services. This is not acceptable to me. They should have repaired the dishwasher it ended up being a $60.00 part not at all what your technician said it was.no where near what he said. It think hea wasn't sure what it was and just lied to get out of the actual repairs

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

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: 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