Choice Home Warranty

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: 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: 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 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: 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 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.

My experience has been very good.

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: 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: 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: 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

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.

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: 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

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.

Review: August 15, 2013

Choice Home Warranty

510 Thornall Street

Edison, NJ, 08837

REF: CONTRACT#[redacted] NAME: [redacted]

Dear Choice Home Warranty Corporate Representative,

I am writing to express my frustration and my dissatisfaction on how the issues and problems with my Samsung washer machine have been handled. Moreover since July 9, 2013, I have been trying to get all these issues and problems with the washer machine completed under this warranty coverage, but this home warranty seems to be a fraudulent and deceptive business practice by Choice Home Warranty and its obligator HWAT, Inc.

Although the lack of responsibility and honesty demonstrated by Choice Home Warranty and its personnel when handling this claim that it looks like more a childish simple game. Choice Home Warranty and its technicians’ assessment suggested that needed part should not be touched because it is still under warranty by Samsung then Samsung and its technicians’ assessment suggested that customer has home warranty coverage that should try to use. Consequently I honestly believe that I purchased and signed a home service agreement with Choice Home Warranty therefore under this home service agreement Choice Home has not delivered nor performance its duty as to repair and/or replacement of damaged part which is covered by this home service agreement contract.

Finally deceptive business practice seems to be the main core of Choice Home Warranty in order to fraudulently take advantage from innocent customers when purchasing this home service agreement. Therefore Choice Home Warranty is leaving me with no other recourse that to look for legal protection in order to enforce this home service agreement and to discourage Choice Home Warranty from its deceptive business practice.

Expecting a prompt resolution to this claim which has been overdue for almost two months now

Respectfully,

[redacted]Desired Settlement: To refund total amount of the contract and aditionally the service call fees totally $183.00

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 regard to claim # [redacted] for the washer unit. However, upon review this is a

non-covered item as described in Section F. 15. of the Terms of Agreement:

15. We are not responsible for any repair, replacement, installation, or modification of any covered system or

appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still

under an existing manufacturer’s, distributor’s, or in-home warranty.

This information was communicated to you on 8/8/2013. With respect to your request we have already processed a

check reimbursement of $138.02, which had an estimated mail date of 8/26/2013, and will be received at the mailing

address we have on file: [redacted] We have also authorized an additional check disbursement

in the amount of $45, which should be received in approximately 30 days. Please feel free to contact us with any

additional questions.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology

for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

Review: On 7-29-2015 I entered into a contract with Choice Home Warranty to cover all my appliances for repairs for $45.00 month and a $45.00 deductible.The contract clearly indicates that coverage starts 30 days after the contract was in force (7-29-2015). In August I had a problem with my toilet and contacted Choice. I was told they would assign a plumber to my case and have him contact me. I received a call from MGR Services letting me know they would be at my house on August 11th at five p.m. The plumber arrived at five and in 10 minutes the problem was resolved.As the plumber was exiting the bedroom, he handed me his phone and advises me that the owner of MGR was on the phone and wanted to speak to me. The owner advised me that Choice declined to cover the claim stating that it was 'too soon to file a claim'. After briefly speaking to him I contacted Ray, a supervisor with Choice who gave the same line. After that lie didn't work, he proceeded to tell me that in the contract it states that "nothing known or unknown would be covered". What? Absolutely no attempt to resolve the problem. If your not aware of something, how can you get it repaired? Please keep in mind that nowhere I the emails or on the phone does Choice ever indicate that they would not cover the claim!I had a conversation with the owner of the plumbing company who told me quote " they have a reputation for denying claims with new customers". This is deceptive at best and a violation of the contract. I checked on the complaints against this company and they are numerous and many

of them are for the exact same thing. Someone needs to put a stop to their deceptive and misleading business practices.Desired Settlement: I want the money I paid for the repair minus the $45.00 deductible.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that began on 7/29/15, we do see that you placed a claim for your Plumbing System on 8/6/15. CHW dispatched a service provider to your home and it was stated that the toilet in the hall bathroom was leaking and the flapper flush valve and fill valve were not functioning properly. The technician explained to CHW that this failure takes time to happen and could not have happened within the short period of time that your policy was in place ( 8 ) eight days.CHW did advise you of this on 8/11/15 that per our policy Section A. Coverage #3 states:Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.You do have 30 days prior to the policy’s start date to review the coverage and ensure that all the units in your home are in proper working order. If within these 30 days you decide that this policy is not for you, you can receive a refund. Since your policy has been over the 30 day period, you were not able to receive the refund. I do see that you had chosen to cancel your policy with us. Unfortenelty, we are not able to assist with this claim or the policy.Our policy does state in Section F. Limitations of Liability #1 that we do not cover any known or unknown pre-existing issues. This means that when entering the policy, although you may not know that the unit is failing, it may not be covered because it was failing prior to the coverage start date. Again, this is why we allow 30 days for the coverage to begin and we post our policy online in case you have not received your booklet in the mail. You are also able to use your policy number along with the email address for the policy to view your own policy under the account center online.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 about the plumber as this is not acceptable that he would state this about CHW since we do cover 90% of all claims that are placed.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

When I contacted Choice Home Warranty a case number was assigned to me along with a company, DMG to contact to to make the necessary repairs. According to the emailsI received. Nowhere in any of the emails did Choice state that the repairs would not be covered. Why was a case# and a case worker assigned to this case if there was no intention on their part to cover the repair? This should have been made clear when the claim was placed.It wasn't until the plumber was ready to leave that I was told I would have to pay for the repair out of pocket. The assertion that my toilet had to be leaking for some period of time is crazy! Would someone live in a house in Florida for over 30 days without air conditioning to get it repaired? Would you wait more than 30 days for your roof to collapse to get it repaired? I was advised by the plumbing contractor that this is a typical tactic of Choice to deny initial claims and when I check their record they have had over 1,160 complaints against them in the last three years(check the records). If this claim wasn't going to be covered, I should have been told via e-mail or by phone so that I could have made other arrangements. I don't need them to contact a plumber for me. That's not what paid for. I could do that without their help. I paid to have my appliances covered.

Business

Response:

Our policy states that if you have a claim, we will send out a technician to diagnose the issue. We cannot diagnose your issue over the phone as we are not technicians who are taking the claim and we do not know exactly what the issue is. In your case, a claim was placed and a tech was dispatched; you were to pay ONLY the service call fee to him. Once the diagnosis came back to us, we then advise you if the claim is covered or not. If the claim is not covered you can chose to use that technician to fix your issue or use one of your own. If your claim is covered then you only pay the service call fee. Looking at this claim for your plumbing, the issue could not have started that day, you may have only noticed it that day but the flapper takes a while to break. This is what is listed in our policy in 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.We again regret that you are frustrated with this claim and we do see that you have chosen to cancel your policy with us. CHW is in full compliance with our policy and unfortunately there is nothing more that we can do for you at this time.Respectfully,CHW

Review: We signed up for warranty services with Choice (Contract #[redacted]) on 12/26/2014 and upgraded it on 4/28/15. On May 2, home washing machine stopped working, so we called Choice to file a claim(#[redacted]).. They sent their technician for inspection on May 4 and they reported certain components had failed. Choice denied the claim stating that the problems indicated a "pre-existing" condition, and therefore not covered by warranty. We had to pay $45 for the technicians to visit.

We think this is completely arbitrary and not fair, as the washing machine was working just fine till May 2 and we had no knowledge of any problems. If their policies have arbitrary "pre-existing" clauses, then they should have inspected everything in our home up-front (before we purchased the warranty) to let us know what would be excluded, but they did not. We also have no opportunity to contest the findings of their technicians.Desired Settlement: Either repair our washing machine as per the warranty, or refund the $45 we had to pay to their technician.

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 this policy, it shows that the contract holder is Farah Ali. I do see that the policy was upgraded to a new policy number [redacted]. As we explained to you, this would be a new contact since your other policy had to be closed prematurely. The new policy that you had, you paid $35.83 that CHW did in fact give you credit back towards, we refunded you that entire amount as you had paid that to us. Unfortunately, due to the fact that every time a claim is placed a service provider is dispatched, that $45 is a service call fee paid to that service provider to diagnose the unit. CHW does not collect those funds therefore, we are unable to refund you for something that we did not collect.We do apologize, CHW’s policy clearly states that upon arrival of the technician you are to pay the service call fee to them. Please see Section C. SERVICE CALLS4. You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

The acceptance criteria for when something qualifies for repair is completely arbitrary and non-transparent. From a consumer perspective, we have an appliance under warranty that has stopped working. We were not aware of any pre-existing conditions. Choice arbitrarily and unilaterally decides that it wont be covered. Why did it not pre-inspect all of my appliances and let me know up-front before signing me up for the policy? Maybe I would not have purchased the policy if I had more transparency...which it did not provide.

Regards,

Business

Response:

We do apologize for any frustration that this claim or policy has caused you. CHW has given you a goodwill gesture of a full refund and we have cancelled your policy. CHW does not normally refund a customer an entire policy once they have placed a claim. Again, out of good faith CHW did give you a full refund and we do apologize that you were not happy with the service or coverage we were able to provide. Respectfully,CHW

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.

Review: I was told that even tho I did not have any knowledge that the baren was going out on my washer machine it's still an exition part and they will not fix the washer.Desired Settlement: I would like a refund from the company and for the tech coming out

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 4/20/15, we see that you placed a claim for your washing machine on 4/24/15; 4 days after the policy started. Per CHW’s policy, all units must be in good working order once the policy starts. Please see, Section A. Coverage # 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We are very sorry for any inconvenience in regards to this claim; our policy is very specific where as we do not cover known or unknown pre-existing conditions. Since you have cancelled your policy, I would not be able to offer you a refund. Our cancellation process dictates that you would be responsible for a $50 cancellation fee if you were to stop the policy. You had only paid $33.75 for the policy therefore, leaving nothing to be refunded. Also, per our policy you are expected to pay the service provider the service call fee upon diagnosis of the unit. This money does not go to CHW but to the provider that came to diagnose the unit.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW