Choice Home Warranty

Review: I, [redacted] Sr. have a Home Service Repair contract with Choice Home Warranty for a Single Family Home which covers home repairs. My contract number is [redacted] and the contract term is from 8/10/2014 until 8/10/2015; let it be known that I switched the contract to Choice Home Warranty from another company that I used to have.

On Sunday, October 26th 2014 I had a service call provided by [redacted] because they had to cancel a previous appointment. There were two service calls made at the same time, one for a Dishwasher number 5[redacted] and one for a Clothes Washer number [redacted].

The service call for the Clothes Washer was completed, but the repairs for the Dishwasher were not because the technician determined that it was more cost effective to replace the Dishwasher than to fix it. I paid my Service Call fee of $45.00 to [redacted] by check number 7060 drawn from Chase Bank postdate Tuesday, October 28th 2014.

On Tuesday, November 25th 2014 I was told that in reference to Claim #5[redacted] I would be issued a check in the amount of $179.99 and that I would have to pay for the installation of the Dishwasher myself. There was a 30 days waiting period.

On Tuesday, December 23rd 2014 at 12:43 p.m. I called Choice Home Warranty and I was told that the check was mailed on Friday, December 19th 2014.

On Tuesday, December 30th 2014 I called again and I spoke with Supervisor [redacted] and he verified my address with the Billing Department and that the check was mailed on December 19th 2014. He indicated that mailed due to the “Christmas Rush” the mail maybe slow.

On Tuesday, January 6th 2015 I called Choice Home Warranty again; I spoke with Customer Service [redacted] and she reaffirmed that the check went out on December 19th 2014 and that the check has yet to be cashed. She also indicated that due to the “Christmas Rush” maybe the mail maybe slow, to give it a few more days.

I am a retired Postal Employee Instructor and I know that 1st class or Business Mail, Bulk Mail, Parcel Post, etc. is never this slow, and the check is supposed to come from Fort Lauderdale Florida.

On Thursday, January 8th 2015 I went to my Main Post Office and talked to the Postal Supervisor inquiring to the mailed for which Choice Home Warranty that is delayed due to the “Christmas Rush”. The Postal Supervisor informed me that from Fort Lauderdale I should have received the mailed letter with in three (3) days. I waited for my mail delivery that day; I did receive my mail but no check. It is obvious to me as I have been suspecting all along that the alleged check that was supposedly mailed on December 19th 2014 never took place.

I respectfully request the proper action and assistance to take place to ensure that I receive my check.Desired Settlement: I want my check and for the main office to ensure that I am been provided the proper allowance for this repair since the installation of the Dishwaher most likely will cost $100.00 and I can't purchase a Dishwasher for less than $80.00.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # 5[redacted], for your dishwasher. Our records show that your check was sent out on 12/19/14 to [redacted] 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:

have also provided the info below in a form of an attachement.

Review: In the beginning of January, I called Choice to inform them I was not getting heat in my home. A technician was sent out and he did absolutely nothing but take my $45 deductible and claim it was the fuses. He didn't even look at the rest of the system. I changed the fuses to appease him and called Choice back to show that it was not the problem and the heat was still not working. They sent the technician back a week later and he never showed up to my home after I waited for him all day long. He never even called. I called Choice back and they issued another technician who didn't know how to fix electric systems but only gas systems. I informed Choice again of the problem. It was almost a month in the middle of winter with no heat. I was then told by a rep that I could find my own tech and they would reimburse me the charges. I did so and then they refused to pay him. Then they refused to do the leak detection test necessary to fix the system. Though the contract does not say that leak detection tests are excluded for heating, they claimed that it applied to heating as well. Even though it's only listed under the AC section and not an exclusion of the heating. I asked for a refund of my money and they refused to give me my money back or provide the services listed under the contract. Then they deactivated my account and still kept my money. I still have no 100% heating system working in my home 2 months later and still do not have a refund.Desired Settlement: I want a refund of the $350 I spent for the yearly fee and the $45 I spent for a technician to come out that did absolutely nothing to fix the problem. I still have the same problem and they refuse to honor the agreement. I just want my money back that was wasted for services that were not rendered.

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 do apologize that you are upset with the claim for your heating system. I do see that you did request to cancel your policy with us, we were in the process of doing so for you but you had requested that we stop the cancellation because you wanted the service call fee back along with a full refund of the policy. We advised you that per our policy the service call fee of $45 that you paid to the service provider, does not go to Choice Home Warranty but to the provider that came out to your home. Also, per the policy 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.The refund that you were entitled to you chose not to take and stated that you wanted to speak to your attorney. You chose to dispute the charges on your credit card rather than abide by our mutual agreement; we are sorry but that is fraud. As stated above, if something such as this happens, CHW does reserve the right to terminate your contact.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. Best regards,CHW

Consumer

Response:

I am rejecting this response because:

It is fraud that you sent out a contractor who did nothing but take my money. He didn't even look at the unit and I informed you of that! Fraud is taking my money then never sending someone else back to the my home. I never told you I was contacting an attorney but now maybe I should seeing your company is under investigation for fraud. You didn't provide my services and still never sent back anyone to my home. I still have no fully working heating system in my home. I do want the $45 back because the person you sent literally took my money and left. He didn't do anything! Why should he get money just for walking in the door and not even looking at my system? That makes no sense. Your company is known for taking money and not providing services. You need to understand the definition of fraud. Me contacting my credit card company to let them know that you are not providing the services that you promised is not fraud. It's the truth! I still do not know what is wrong with my heating system. You canceled my account and now refuse to give me back any of my money and that is illegal. That is fraud. I want all of my money back that was paid to you in full.

Business

Response:

CHW is willing to offer you a pro-rated refund as we have explained to you today over the phone (3/31/15). Per our policy, section L. CANCELLATION 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. The total amount of your refund from CHW would be $212.49. If you accept this amount, please email me directly and I will have the paperwork for you.

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: 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: I filed warranty claims on two a/c/ units in my home (upstairs and downstairs units) and Choice assigned a heat and air company to the job. After the initial inspection, they were found to be low in freon. After paying the service fee, I paid an additional three hundred fifty dollars for services that Choice required before the units could be "repaired or replaced so that we could have air in our home." Before paying the latter amount, I was never told that these claims could possibly be denied. Unfortunately, both of them were. The reason given for denial of upstairs unit was leaking A Coil due to rust (beyond customer's control, but stated in contract). The diagnosis and reasons for the downstairs unit was the service vale needed to be replaced (new unit required per contractor) due to improper installation by the builder 12 years ago/ manufactory defect (beyond customer's control and passed builder's inspection with 12 years of good service) and/or unit improperly maintained. Choice informed me that the service vale is expected to last 20-30 years. In my opinion, that is what warranty is all about. The unit passed builder's inspection and I have proper documentation of yearly service. Choice is aware that I can fax documents of service (never asked for them) and they was given 4 days to view file and summit proof of allegations for denial of claim. At this time, I have not heard from the company. My home was without air for 3 weeks. I live in a region in which it get close to 100 degrees. I was told by the company Choice used that the service vale could possibly be repaired. I hired another company and paid them $250.00 to repair the vale.Desired Settlement: I am asking for reimbursement of $425.00 for leak tests due to a lack of evidence in the denial of the claim, pain and suffering due to 3 weeks without air, and the extra expense in paying another company $250.00 on the repair of the service vale.

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 claims, I do see that both of your units were deemed denied per our policy. Claim # [redacted] that was placed on 05/13/15 was not a covered claim due to the fact that CHW was advised by the service provider that the condensing coil had a non-repairable leak. Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the 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. I have attached the pictures of this unit that was sent to us and you will see that there is physical damage as well as rust/ corrosion on the unit. If this unit was maintained properly, it would have lasted a lot longer than the age it was when failed. Also, please note that having an inspection is completely different than having maintenance. An inspection will see if the unit turns on and off, does it get cold or not. That is all that an inspection is, whereas the maintenance technician would use preventive methods that are specified by the manufacture to ensure the unit is working properly. Your second unit that you placed a claim for, claim # [redacted] was denied due to rust or corrosion. I have attached the pictures for your review. CHW does not cover a unit that has a failure due to rust or corrosion. This is stated in our policy in 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.CHW states in the policy that they do not cover routine maintenance that is the customer’s responsibility to make sure that this is completed. Per 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. You did state that you had your unit maintained; why would you not offer to send in the records and just cancel the policy? If you had sent the records into CHW, our authorization team would have reviewed the claim. Unfortunately, you have chosen to cancel your policy with us and providing the pictures that the technician gave to us, we are unable to assist with either claims. We do apologize for any frustration that these claims have caused and we are very sorry that you chose to cancel with CHW. We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, Tracy CHW Consumer Advocate

Consumer

Response:

I am rejecting the claim made by CHW because the allegations are without merit and proof. It is my belief that the goal of CHW should be to provide good customer relation, however, I have found that to not be the true. After my claim for reference #[redacted] was denied, I spoke with several upper management personnel and made them aware that I had a running record of regular maintenance on the unit. Management said that they were sorry, re-stated why the claim was denied, and said that the Review Department had made their decision. Yes, I cancelled my contract because I felt that I was not given due process and CHW was in violation of my contract. I followed protocol by attempting to resolve the matter with Mrs. Tracy M. in an email dated May 29th. As previously stated, she was given 4 days to respond and provide proof for denying the claim. My email went ignored (not showing positive customer relation). CHW was given due process and responded only after the Revdex.com forwarded them my complaint.

Review: They are denying a claim on air conditioning repair. They claim I have not done proper maintenance. I have provided two years of invoices for a qualified HVAC maintenance company. I also provided them with manufacture suggested maintenance for the manual.

This is a $33.75 a month scam.Desired Settlement: Authorize someone to do the repairs under the agreement of the 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 claim that you placed for your AC unit, our records show that the technician stated THE CONDENSING UNIT IS FULL OF DEBRIS AND COB WEBS-THIS SHOWS THAT THE UNIT HAS NOT BEEN PROPERLY AND ROUTINELY MAINTAINEDTHIS IS ONE CAUSE OF COMPRESSOR FAILURE"I have attached the records that you had sent to us stating that they are maintenance records. As we have advised you these are not maintenance records but records of repair. The records actually show improper service being done on the system. One states that you added Freon and the second states that "everything is good, blew out condensing coils." These show that by adding Freon to the unit was a maintenance issue and blowing out condensing coils as well shows this. A normal maintenance record would have a check list of the items that the tech checked and verified that the units were working properly.We do apologize for your frustration with this claim but we are unable to process a claim that we do not cover per our policy. Section F. LIMITATIONS OF LIABILITY8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.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.We always want our customers to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration with these claims. CHW is in full compliance with our policy.CHW

Consumer

Response:

I am rejecting this response because:

1. CHW calims I did no maintenence. I had an underperforming unit in 2013. The qualified HVAC guy came an charged a 17 year old system and checked all the things necessary to have a properly functing unit. 2014, I had the same qualified HVAC guy out and he did everything listed on the attached owners manual from Bryant the manufacturer. just because he doesnt have a check list doesnt mean he did not perform a maintenence inspection. He did. It recommends you do this every other year. I have done it two consecutive years. This year I turned the unit on and its not functioning.2. The technician that CHW sent to inspect never told any one at CHW the unit was not maintained. I personally spoke to Bijan at Four Seasons today. He sent photos and photos only. The unit was just turned on for the first time in the spring. The compressor is worn out. It happens according to CHW's advertising and the 2 other HVAC people Ive had at my own expense.3. The solution from Four Seasons HVAC professional is to replace the compressor at $1700. The other Soultions range from 4500 to 6900. I would at least expect CHW the warranty to cover what it should. The 1700 solution. He is ready to go. This is incredible egregious bad faith on CHW 's partAttached are the maintenence and owners manual recommendations.

Business

Response:

We do apologize for any frustration that you have had with this claim, as explained to you. The records that you have sent per our inside technicians are not maintenance records but repair. Adding Freon to a unit is not maintenance related it is repair related. Being that your policy started on 01/03/15 and you placed this claim only a months later also shows us that you did not come into the policy with your unit in proper working order. We cannot approve a claim that our authorization team has already declared as non-covered. We will speak with the service provider because they are to only diagnose the issue, they are not aware of our policy and how a unit should enter into the contact.Since we cannot reach a mutual agreement, CHW is not paying over the maximum amount for a non-covered claim or any amount for a non-covered claim and you as the customer believe that this is a covered claim;we are not getting anywhere, so we are offering you a full refund of your policy. In a monthly bases you are not entitled to any type of refund but we will offer you a refund of the policy as a good faith effort to resolve this and we will cancel your policy. CHW does not want to have a customer that does not agree with the policy and we would not want you as the customer to feel as though you are stuck with something that you don't want.Our finial offer for you would be a good faith offer of a full refund of the amount that you paid into the policy. $202.50.Best regards,Tracy

Review: I have a home warranty policy with Choice Warranty, my A/C air handler in my basement had a small hole in the tubing that carries the freon . I was glad I had a home warranty policy. I contacted choice and made a claim, The a/c service man came out & did a feon test ($96.00)more, found leak. He e-mailed choice his report .Next day I was immediately denied and was told that if there was any rust that it was excluded in my policy .I kept reading my policy and there is no exclusion due to rust. I live in Georgia and the humidity is 50 -90 % in the summer.Everything metal has rust.I was told by Choice that anything that has rust would be denied. So there goes my washer,dishwasher,disposal,microwave,(ANYTHING THAT USES Water). Choice is deceptive,they find ways to fight you on everything,they have bad customer service and they lie.

BE WARNED DO NOT DO BUSINESS WITH THIS CO.Desired Settlement: It can not be repair, so it will have to be replaced.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of the policy that you have with CHW, I do see that we have covered the following claims for you:Claim # [redacted] for your Garbage Disposal in the amount of $250.00Claim # [redacted] for your Washer in the amount of $133.13We do regret the frustration that you are going through with Claim # [redacted] for your Air Conditioning unit. Please see our policy, Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.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.CHW does not cover units that fail due to rust or corrosion. Also, we do require that all units have been properly maintained per the manufacture specifications. We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration with these claims. CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

In response to your letter dated 6/18/2015 I have read the comments made by Choice Home Warranty and I strongly disagree with their stance. They claim that they covered claims for my Garbage Disposal and washer which costs were minimal. However, when my A/C unit had an issue and needed to be replaced they didn’t want to cover it because it had rust. When the service technician came and inspected the unit it had some surface rust but was not bad. In fact in most A/C units there is surface rust because it has water running through it and it sweats or has condensation as some point. I feel because this was a high dollar item that Choice Home Warranty didn’t want to cover it. They did not have any problem taking my money each month and would of continued if there weren’t any issues. The whole purpose of a appliance warranty is in case you have an issue it can be repaired or replaced. I feel that at a minimum Choice Home Warranty should of offered to pay some portion of the replacement if they could not repair it. Instead, I was given a run around and was without air for about a week and a half. I want to make sure that no one else has to go through what I have had to.

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 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: 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: 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: 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: 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 SIGNED UP IN 9/15 WITH THIS WARRANTY COMPANY FOR $580.00 AND THEY GAME ME AN XTRA MONTH SO POLICY WAS IN EFFECT 9/24/15-10/24/16. IN JANUARY 2016 I MADE THREE CLAIMS AND THEY ONLY SAID THEY WOULD APPROVE ONE. THE FIRST CLAIM WAS MY SEPTIC SYSTEM. I CALLED THEM AND MADE THE CLAIM. AFTER WAITING TWO DAYS W/O THE USE OF MY TOILET I CALLED THEM AND ASKED THEM WHY HAS NO ONE CALLED ME YET TO SET UP AN APPOINTMENT. THEN THEY EXPLAINED THAT THEY HAD AN REIMBURSEMENT PROG. SO I CALLED A COMPANY AND THEY CAME WITHIN HOURS AND DRAINED MY SEPTIC SYSTEM BUT THE PROBLEM WAS STILL UNSOLED. SO I HAD TO CALL A PLUMBER TO SNAKE OUT THE PIPE FROM THE TOILET TO THE TANK. COST OUT OF MY POCKET $215.00 FOR TANK, $90.00 FOR PLUMBER. THEY REFUSED TO REIMBURSE ME FOR THE $215.00 AND SAID THEY WOULD REIMBURSE ME FOR $45.00. FROM THE PLUMBER BILL MY $45.00 DEDUCTIBLE. I HAVE NOT RECEIVED THAT MONEY AS OF YET. I CALLED THE SAME DAY CAUSE I HAD ALEAK IN MY KITCHEN AND IT TOOK THEM A WEEK TO SEND SOMEONE. I PAID HIM MY $45.00 DEDUCTIBLE. AFTER REALIZING THAT I HAD PICKED A TERRIBLE COMPANY I TRIED CALLING ON SAT 23RD OF JAN SEVERAL TIMES TO CHECK THE SATUS OF MY ROOF CLEAIM AND TO CANCEL MY ACCOUNT BECAUSE MY DATE IS THE 24TH OF EACH MONTH. SO I SENT AN EMAIL TO THEM ON SAT TO CANCEL THE ACCOUNT ON THE 24TH OF JANUARY. I DID NOT HEAR FROM THEM SO I CALLED THEM ON THE 25TH AND THE VERY NAST LEVEL 2 EMPLOYEE TOLD ME THAT MY POLICY IS CANCELLED AND THEY WOULD NOT B PAYING FOR THE ROOF CLAIM EVEN THOUGH IT WAS DONE WHILE I STILL HAD A POLICY AND THAT THEY WOULD SEND MY PREMIUM REFUND MINUS A$50.00 CANCELATION FEE. WOWWWWW. WHEN I SIGNED UP I SPECIFICALLY ASKED THAT QUESTION ABOUT CANCELLATION AND NO ONE TOLD ME ABOUT ANY CANCELLATION FEE . CHOICE HOME ACTIONS TOWARDS ME SHOULD NOT B PUSHED UNDER THE TABLE. MY RIGHTS HAS BEEN VIOLATED AND I WOULD LIKE TO RECEIVE ALL MY FUNDS AND THE ROOF CLAIM PAID. I WOULD LIKE CONSUMERS TO KNOW HOW THIS COMPANY WORKS. THANKING U IN ADVANCEDesired Settlement: I WOULD LIKE TO RECEIVE MY$294.00 AND ALL MY CLAIMS PAID IN GULL MINUS MY DEDUCTIBLE.

Business

Response:

Dear [redacted] Sr,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, you purchased on 8/24/15, it did go into effect on 9/24/15 and you did place claims on 1/14/16 for your septic system, on 1/15/16 for your plumbing system, on 1/15/16 for your limited roof leak and a second one for your roof on 1/18/16 but you chose to cancel the policy and therefore we would not be able to provide you with the service. Per our policy, Section L. Cancellations states that any claims paid there would be 5% deducted from the refund that you receive plus you would pay an administrative fee of $50. Please read below from your policy: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 acontract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 10 days of the order date for a refund of the paidcontract fees, less an administrative fee of 5% 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 10% administrativefee and any service costs incurred by Us. All cancellation requests must be submitted in writing.Also, since you had cancelled your policy before the check of $45 had been sent to you, this was not deducted from the refund and will not be sent to you. Choosing to cancel the policy with us would mean that we would not continue to cover any items in your home and we would not pay for a technician to come to the home as well.We do regret your frustration however, we do see that you did receive the policy and were able to access it online as well as in your customer account center. We provide all customers 30 days prior to their policy begin to review the policy and make sure that all units are in proper working order. Only within the first 30 days of purchase can a customer cancel and receive a full refund.CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Our servicemen arrived promptly after they received the work order. They were very efficient and friendly. I would want this company to handle all of our electrical issues. This was our first time to use our home warranty service and we were very pleased.

Good service from provider chosen by chw.

This was the first time I have used my CHW and have to admit I was a little skeptical. But one phone call and everything went so smoothly and easily. The tech was right on time, fixed the problem the first trip out and did a great job. No more skepticism. Thank you.

They state that Hot Water Heaters are covered.
They DO NOT
They only cover some of the necessary extras, i.e., connections, pipes, fittings, valves, vents, straps, etc. these are not a part of the water heater, but required to connect the water heater.
Extremely misrepresented.
Ask any Plumbing Supply House, Home Depot, Lowes, Sears, etc., any place that sells hot water heaters, for a a Hot Water Heater, what they show you is a complete unit that heats the water.
That is what Choice DOES NOT COVER.

Joined CHW last year in July 2014. June of this year 2015 the first time I go to use them they refuse to repair my air conditioner. I have a 12 year old unit and I live in Florida on the water. The Tech. came out and said I have a leak in the coils and the bottom pan is rusting out probably due to the salt air. HCW uses the excuse that the coils are dirty or blocked and they won't cover it. they said it hasn't been maintained. I told them it was serviced last July. They wanted proof, They didn't care about the age of the unit or the fact that the salt air had anything to do with it. They told me I had to pay for any repair.
I have done some investigating of this company and have found out this is one of the tactics they use when the repair or replacement will be expensive. This is their way out. Do not use this company remember they sound like a great deal with their low prices but you get what you pay for in the end.

Called for service and they haven't provided that service the tech never showed up! Poor customer service from reps! NOT HAPPY