Choice Home Warranty

Choice home warranty is a scam. They charge you your monthly fee and then don't cover anything. My ac went out, the compressor shorted out and they said it did not cover electrical and then blamed me for not servicing my unit. I have maintenance done every year. I had to pay $1300 out of my pocket to have repair done. Don't go with them. Fins another home warranty business.

I had choice home warranty for multiple months, but when I made the claim for AC not cooling on 06/15/2015, home choice warranty contractor came out and discovered that my compressor went out and wrote on the note that it went bad due to corrosion/rust. it was complete lie. the compressor was replaced a year and 1/2 before it went out. so they asked me to hire my own private AC man to write the invoice and send them to claims department. I have sent on multiple attempt and they took forever to return the call. Claim specialist told me that warranty will be denied due to poor installation 1-1/2 after they had nothing else to come up with. I told them if it was poor installation then it would have gone out immediately or within 6 month of hot summer and winter since this was heat pump unit. they are peice of crap warranty and con artiest coming up no logical reason to deny your warranty and not pay for invoice. I had to pay out of pocket cost close to 1600bux for replacement for compressor. this company is scam.. Please DO NOT get waste your money. instead hire private contractor to do any job. I am planning take them to legal matter...

oh forgot to tell you.. that they call you about payment. Their customer service is okay but when it comes to claims time.. they totally most likely to be denied.. I had them twice and both of times they denied my warranty.

I would strongly NOT recommend this company!!!!!!
We had a refrigerator go out. It took them 2 weeks to send someone out. They didn't like the response from the first repair person so they sent out a second repair company. They still couldn't fix it so they said it was due to something that was excluded in the policy.
This company is a big ripoff. I also tried to cancel the policy since I had paid for 3 years up front. They would not reimburse me the difference in the 2 years remaining because they said they had paid out more than I had paid in.
DO NOT USE CHOICE HOME WARRANTY!!!!!!!
If anyone has any questions about this, please feel free to contact me at: r

I took out a home warranty with Choice Home Warranty on both my home and a rental that we have.
In talking to the sales rep. on the phone, he explained that most everything in regards to plumbing issues would be covered.
I paid my $900.00 to insure both properties and lo and behold when I had an issue with cartridege replacement in our guest bath found out that it was not covered.
I urge everyone to ask for the warranty policy and to read all the small print before sending them any money.
Needless to say I will not be renewing when the poicy comes due.
I know that they probably don't expect the majority pf thier customers to renew, they just expect the sheer volume of un suspecting customers to keep them in business!

I have been with this so call choice for 2 years not even 1 claim . then last week we had a really bad wind storm and had some roofing damage, and the refused to pay for it because the roof covered the garage. they didn't count that as a room of living space. there is a freaking bedroom over the garage and it is used each and every freaking day.

Review: The home warranty I purchased includes pool repair. The pool at our residence needs repair, the pump is leaking. I called on Saturday, July 6, 2013 to request a service technician. I was told a technician could not be assigned and they did not in fact have a technician that could repair the pool. I was told to call back on Monday, July 15, 2013, which I did. I was then told that a technician had been assigned, which I called to schedule an appointment. When I called the technician assigned to the repair, he advised me that he does not service my area. I then called Choice Home Warranty back and advised them that the technician they assigned to my claim does not service my area. I was told they would assign a different company and contact me in one hour. Three hours later, no call for them, so I made another phone call to Choice Home Warranty. I was told that the techician originally assigned to my claim could, in fact, service my pool. I then called the technician and throughout the course of the day and left FOUR messages for him to come repair my pool. After the fourth call, I contacted Choice Home Warranty and advised them that the contractor they assigned is not returning my calls. I was then told that they were sorry for the confusion, but the contractor had contacted them and said they cannot service my pool afterall. It is now Tuesday, July, 9, 2013 and I am still waiting for a service contractor that services my area to be assigned to my pool repair. I have purchased a home warranty from Choice Home Warranty which they cannot honor. I have been misled by this company as to their ability to provide repairs in a timely manner. The purpose of this complaint is to bring attention to the terrible customer service provided by Choice Home Warranty.Desired Settlement: I would like a full refund of the amount I purchased the policy for, $476. The pool pump has a major leak which is going on day 4 without a contractor even being assigned. This leak will increase our monthly water bill dramatically. I feel my request is warranted.

Business

Response:

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

experience and we sincerely regret your frustration and discomfort.

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

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

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

we rate our contractors.

We are sorry for the inconvenience with this situation, CHW agrees to fully refunding your money.

The full refund of $476 has been sent back to your card on file.

Thank you.

Consumer

Response:

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

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

Regards,

Review: Choice Home Warranty (CHW) has failed to provide the promised coverage as defined in (total Plan--Policy # [redacted]) . When my home A/C failed on 8/14/2013, I called CHW and requested an A/C technician be dispatched to my home as per contract agreement. CHW dispatched technician as requested and I paid for service call as per contract. Technician determined A/C compressor had failed and notified CHW as required and left. I called CHW as to follow up and was informed that CHW was dispatching another technician from another company to recheck the A/C problem. Second diagnosis was same as the first and was called into CHW, then technician left. When I did a follow up call to CHW to determine how to proceed, CHW informed me that the claim was under review and would take a few days. I stated that I could not go without A/C for a few days as temperatures in Texas were running over 100 degrees. CHW called me back a few hours later to inform me the the claim had been denied (reasom equipment had not been properly maintained) although both technicians which CHW had sent out both stated that equipment had been maintained properly. Currently I am without A/C awaiting CHW to hopefully rereview the case................need help as I have checked internet and CHW seems to have a track record of not providing coverage as per the warranty plans.Desired Settlement: Get my A/C back up an running ------- very hot in Texasthis time of year. also want CHW to live up to contract.

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:

5/09/2012, Claim # [redacted], Dryer, $331.94

We regret your frustration with the outcome in regard to claim # [redacted] for the air conditioning unit failure. However, upon review this is a

non-covered item as described in Section F. 12 of the Terms of Agreement:

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.

This information was communicated to you on 8/16/2013, at which time we requested maintenance records for your air conditioning unit; however,

you declined to provide the requested documentation. We offered to waive the Service Charge Fee on your next service call, and offered a free month

of service for your inconvenience. We will still honor this offer if you decide to accept it. 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

Consumer

Response:

there is some truth to their response and a lot of untruths. When I called CHW when my A/C initially stopped cooling, CHW assigned an A/C technician ([redacted] Temperature Control ###-###-####) to come and review my claim. [redacted] technician arrived and proceeded to check out the A/C unit. The technician determined the problem to be the A/C compressor to be locked up. The technician called CHW and reported his findings while still talking to me on the problem. CHW asked the technician several times whether the compressor could be unlocked and he stated that it could not. The technician was then asked if the A/C unit looked to be properly maintained and he stated that the unit looked to be well maintained, not justonce but several times. The technician then hung up and told me CHW had told him the claim would be sent to a review board, and the technician left. I called CHW back to determine how to proceed as the technician had left and my NC was still broken. CHW responded to me that they wanted to send a second technician from ([redacted] Heating & AC, Inc. ###-###-####) to review the NC for a second opinion. The technician from [redacted] Heating & AC Inc. did not arrive until almost 7:30 PM that afternoon to check out the A/C unit. By this time my A/C has been out for over 24 hrs. The Technician from [redacted] looked at the A/C unit and determined the same thing as the first technician had determined, the compressor was locked up. The [redacted] technician, then told me he would provide his findings to his dispatcher the following morning and that l would have to call their office the next morning to determine how to proceed. Both A/C repair companies which were dispatched to my house were companies sent by CHW not companies that I selected. The next morning I called the [redacted] Office and was told that they had called their report into CHW and were told that the claim would go to a review board. When I asked the [redacted] representative what the technician had reported about the status of the A/C unit, they stated to me that the technician has reported that the unit was clean and looked well maintained. l was told by [redacted] that I would have to contact CHW to determine any further status on my claim. After hanging up with [redacted] I again called CHW and asked the status of my claim #[redacted] and was told that it had been assigned to a review board. When I asked the person at CHW when this board would meet and decide my claim, she stated that the board would probably meet the following Monday which would be another 3 days of waiting for my NC to get repaired. I told the CHW representative that was unacceptable as this was already the second day with no A/C and temperatures in Tyler were over 100 degrees. The CHW representative then stated that this was company policy and hung up. A short time later maybe 45 minutes I got a voice mail on my cell phone telling me call CHW on my claim> When I called the number and asked the status of my claim, l was told the claim had been denied. When l asked why, I was told that the NC was dirty and had not been properly maintained. I stated at that time that the A/C had been properly maintained, as l have invoices for the past 10 years showing the NC was serviced twice per year by the people who originally installed it (Dixon Hager Chapman A/C) and that I change the inside filter every month. I was told at this time if I would send CHW the maintenance invoices they would re-review my claim. At this time I said enough is enough, I told them I would not send them the invoices, but I have them for any of their representatives to come and review at my house. At this time I was told that without the invoices the claim would not be re-reviewed. Thanks for your patience, [redacted]

Business

Response:

Dear [redacted],

Choice Home Warranty would certainly be willing to review your air conditioning claim if you would be willing to provide the maintenance

records, as previously requested. While we understand you may have displayed this information to the contracted technician at your property,

we require review by our in-house appeals team for consideration.

You may either email your service records to [email protected] or fax them to ###-###-####; please be sure to include your claim #, [redacted],

with your submission to ensure they are uploaded to your claim promptly.

Upon review, a member of the executive appeals team will follow up with you.

Thank you,

Choice Home Warranty

Consumer

Response:

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

Regards,

I am providing maintenance records to CHW to proce A/C has been properly maintained...we shall see how CHW responds now. [redacted]

Review: Choice Home Warranty keeps emailing me, I have unsubscribed from their repeated emails at least 5 times in the last 3 months, and they continue to email me.Desired Settlement: I would like them to honor their policy of unsubscribing to their unwanted emails.

Business

Response:

Dear [redacted],

We apologize for the inconvenience caused by this matter. We have submitted your email address for removal from any and all marketing distributions. Additionally, we attempted to reach you via telephone; however, we were unsuccessful. A message was left with the name and telephone number of a representative to contact should you receive any further email communication. Please do not hesitate to contact the representative if need be, as we will submit an IT trouble-ticket if necessary.

We hope and assume that this has resolved this matter permanently.

Sincerely,

Choice Home Warranty

Consumer

Response:

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

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

Regards,

Review: We signed up for a home warranty contract and started paying monthly for the contract in February of 2014. Contract went into affect on 4/13/2014, so we had paid two in before the contract went into effect. Now we have called twice to something fixed and they have denied our claims both times and when we tried to reason with them about the claims they just said that was their view and they would not send anyone out to fix the item. We have called them several times since then trying to get this problem fixed and they still say they will not send anyone out to fix items and that is that.

Now I have a contract with them stating they will fix items in question if they go out, etc and it even includes the extra items I have in my house and paid extra for them. Now they are refusing to fix anything in my house.Desired Settlement: Either honor the contract and fix items when called in or refund $303.75.

Business

Response:

Dear Mr.& Mrs.[redacted],Per our conversation yesterday 6/23/14, I believe that we have resolved this matter. Could you kindly close out this Revdex.com complaint as resolved?Thank you,[redacted]CHW Consumer Advocate Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: On August 29th 2014 afternoon, I submitted a claim regarding non-functioning of my Home air conditioner and till morning of 2nd September no action handled and assigned any technician to handle the situation. Myself and family had a terrible on 29th night sleeping in 87F at home. I called again on 30th and no response to choice claim department and was told by a representative from emergency specialist to handle the situation by calling a third party technician on my own and submit the claim. As per instruction I called a private contractor company - [redacted] service experts - to check the air conditioning system. As per technician the compressor and motor not functioning properly and had to replace the system with new one and other supporting parts.

I called your authorization department and no response as usual. It was weekend and hot summer days and in the hot temperature more than 90F and my family including small child cannot survive next few days or till get a response from your authorization department to fix it. So I had no choice and had to sign up a contract with them to replace the system and it costs around $6000.00. After signing the paperwork,the [redacted] personnel handled the situation efficiently and replaced the system. Later I talked to Choice warranty company authorities and submitted the bills/paperwork for reimbursement. They denied it verbally over the phone without a valid reason and not ready to provide the reason in writing or response to my online claim. I have asked for a settlement and requested for a repairing costs and they not ready even for that.

Choice Home warranty Policy#[redacted], Claim #[redacted]Desired Settlement: I want Choice home warranty consider the filed claim and refund the considerable amount towards the expenses incurred for replacing the Air conditioner. If they cannot honor whole expenses then I prefer they should come up with a considerable amount and settle this claim/complaint. Also in future they should provide the customer in writing the valid reasons and feedback about the claim.

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 the outcome in regards to claim #[redacted], for your Air conditioning system. CHW tries to assign the first available service provider to help our customers get the first available appointment. However, CHW does not control scheduling as we don’t know the availability of neither for the service provider nor the customer. Upon review of the invoice received, repairs to your system we done without prior approval. Unfortunately, per CHW policy, repairs done without prior approval are not covered.Please see section below:C. SERVICE CALLS3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As per the contract, Choice insurance said the clients can call a number for emergency. When we called them they said we needed authorization for emergency. Even after we got that, no one responded and we didn’t have any technician come out here. I am not sure what is considered as an emergency by the insurance. We had returned to a 90 degree house after a 24 hour international travel. We have a 3 year old toddler. He was unable to sleep and was crying all night because of the heat inside the house. I am not sure what emergency classification is. From our standpoint, this is EMERGENCY FOR US. Being in a 90 degree house, with outside temperature being 100 is an emergency for us. We could have waited for CHW service agent to come over, had they ever called us back. We called them on Friday, Saturday and we didn’t get a response back from them till Monday. I think for what we are paying, this is absolutely unacceptable. If it was winter, and if the heater is not working, is it acceptable to wait for 3 - 4 days, for CHW to respond just because it is not an emergency for them? From my perspective, it is totally a breach of contract by CHW of their assurance to provide service to their clients. This is cheating and just getting money from us on a contract that they are not even abiding to. We are not asking for the whole money but if the company is really cares about their customers, they should atleast offer up to pay something.

Regards,

Business

Response:

Dear [redacted],We are very sorry that you are unhappy with our policy and are willing to offer you a full refund that you paid in the amount of $1005.00; even though we did pay out $1541.77 in claims for you. If you accept this offer, please contact me directly at [redacted] and I will send you the final paperwork.Thank you,[redacted]

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meAs per your instruction I will send an email you to cancel the contract

Regards,

Review: Choice Home Warranty sent out a company called [redacted] to repair my air conditioner which had stopped blowing. This company came out 3 times for the same problem. Their first excuse is that my pan and pipes were not right and was persistent on fixing that before they can make any repairs. Even though that was not the problem, I paid a tech to come in and set the pan/pipes to [redacted] satisfaction. Then [redacted] replaced an adapter on the next visit and a blower fan motor on another visit. Then I was told that the evaporator coils need cleaning and that the company ([redacted]) would clean it and the ducts for $1,800 before Choice Warranty would allow them to repair anything else. So once again, I called out a professional technician again to clean the evaporator coils. The tech told me unless the company replace the circuit board that I would continue to have the same problem. This same company had previously just replaced the circuit board about 5 months ago on January 22, 2015. The circuit board must have had a defect or it was used because the circuit board will last for years. I contacted Choice Home Warranty again and they told me that this was a maintenance issue and not a repair issued. Choice Home Warranty wants to use this as an excuse and states that the blower is not blowing because the evaporator coils is clogged. Even though it is not clean, the blower is still not working properly. The circuit board needs replacing. I have maintenance yearly on my unit. It seems at though Choice Home Warranty wants to collect money but don't want to completely cover all necessary repairs. Its not my fault that the techs that Home Choice Warranty sent out did not know how to diagnose the real cause of the problem.Desired Settlement: Home Choice Warranty should send out a different Air Conditioning company to replace my circuit board to replace the circuit board that was just installed by the same techs back on January 22, 2015.

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your AC, I do see that the technician stated that the evaporator coils were clogged, this being clogged can cause the unit to fail, even if a part is new or not. The air flow being restricted will cause this failure to happen. If you feel as though the circuit board is defective, we ask that you contact [redacted] to directly speak to them about this issue. CHW per our policy is not responsible for the technicians repairs.Please see our policy below: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.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.19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less.We do apologize for your frustration with this claim; we urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I get regular maintenance on my air conditioner system as was suggested. My unit was a little dirty because it was due to cleaning on July 1, 2015, but it was NOT CLOGGED like Choice Warranty is stating. Choice Warranty tell LIES to sell you the home warranty and then look for any excuse not to pay for repairs when needed. Choice Warranty does not provide competent reliable technicians that can do quality work or diagnose problems. Now Choice Warranty is saying they are not responsible for technician repairs when in fact, Choice Warranty is the one who sends out those technicians to the customer homes. Choice Warranty sent "[redacted] A/C Heating" to my home and the first guy made him some extra money on the side as well as collecting the $45.00 service fee charge. Then the next tech told me my unit was a little dirty, but not extreme. This tech also wanted to make $1,800 for duct cleaning the entire house which I did not need. Then he stated $750 for cleaning. I told the tech I have my personal tech that I pay to keep up the maintenance on my unit. Home Choice Warranty gets away again by NOT keeping their word and they can care less for the customers. I made a big mistake by not reading all the NEGATIVE REVIEWS that were already on line with complaints against them. I am just another customer that have been misused by Home Choice Warranty. HOME CHOICE COLLECT THEIR MONTHLY FEE FROM THE CUSTOMER BUT DON'T WANT THE RESPONSIBILITY OF PAYING COMPANIES FOR REPAIRS. They use any excuse they can find to keep from paying.

Regards,

Virginia Coleman

Business

Response:

[redacted]We do apologize that you feel this way about our company since we have paid out on claims on your behalf. You had paid so far into CHW $280.00 and we have paid out $270.00 for your claims. Since you are unhappy with our policy, I am offering you a full refund without deducting the claims paid or the cancellation fee. You would receive what you have paid into the policy. CHW doesn't want to have a customer that doesn't agree with our policy or disagrees with any service we provide. If you would like to accept our offer, please advise me and I will send you out the proper paperwork.Thank you,Tracy[redacted]

Consumer

Response:

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

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

Regards,

Review: We had a unrelated dispute. I am most dissatisfied with their performance. I had two contracts with this company. The current existing contract was a 6 year warrant. At least 4 years remain. The entire balance was paid up front. I was told I could cancel at any time and I would receive a pro rata refund of the balance. I asked that question specifically when I signed up. I am demanding a pro rata refund and they have refused. So they lied to me. This is on the property address [redacted]. You may see a recent Revdex.com on this company from me. This is for a different contract and a separate issue.Desired Settlement: A pro rata refund of the 6 years which is likely 4 years left maybe 4 years and a few months. The total payment was around $2,400 so assume around 60%-66% of that is due back to me.

Business

Response:

Thank you for your feedback, per the notations in the claim, I do see that you have spoken to [redacted] and this claim is resolved. We appreciate your patience and explaining the situation to us and that we were able to come to a mutual agreement. Regards,CHW

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. It is fine with me if you would like to withdraw the entire complaint from your system. Please pass this along to Choice Home Warranty.

Review: I called and enrolled in this program and read complaints and immediately called same to cancel. Representative said charged would be removed. I also emailed them several times requesting cancellation. It has only bern 4 days since I enrolled and have requested to cancel by phone and email. I also notified my bank regarding this issue. No response from choice home warranty to date.Desired Settlement: I want 187.50 that was deducted from my bank account.

Business

Response:

We do regret that you did not want to be a part of CHW and we do see that you did make one payment of $187.50 and we also show that it was credited back to you on 12/31/15. It may take a few days for your bank to show this but CHW has refunded you back.Thank you,CHW

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.

Review: AC Stopped working on Wednesday night 07/10

We contacted Choice Home Warranty (our warranty company)about the problem.

They told us to call [redacted] A/C Contractor... and they came out on Friday. They inspected the unit and found that the coil had frozen up, and burst and cause water to pour into the electricals causing the unit to burn up and trip the breaker. The insurance company is now claiming "water damage is not covered... claim denied" and they are trying to deny the claim completely. The contractor Mr. [redacted] is MORE than happy to speak with anyone who needs clarification on this issue, and is extremely cordial and easy to talk to. He is agreement that this warranty company is trying to deny this claim on a technicality. PLEASE help us... we need someone to help us.. we cannot afford to replace this entire system which is the recommendation, and we pay our home warranty to protect us from devastating expenses like this!!!Desired Settlement: We want them to repair/replace the unit as per the contractors recommendation. (this is the contractor that THEY referred to us)

Business

Response:

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

experience and we sincerely regret your frustration and discomfort.

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

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

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

we rate our contractors.

Choice Home Warranty provides home warranty service coverage on the systems and

appliances listed as “included” under the terms of the User Agreement. It

is important to read and understand the coverage and terms offered by CHW.

Your air conditioning claim was denied because the condensate drain clogged up which caused water to overflow onto the control board.

The water is what caused the failure, a clogged condensate line is a direct result of a lack of maintenance.

CHW only covers mechanical breakdowns due to normal wear and tear.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The drain was NOT clogged as photo proof of this was provided to Choice Home Warranty to back this up via the contractor that THEY provided to us. There was absolutely no clog in the drain, and no water damage whatsoever... and after seeing the photos and speaking to the contractor... this was admitted to by [redacted] with Choice Home Warranty during a phone conversation. Since this admission, all contact from Choice Home Warranty has ceased, and they have NOT refunded our money that we paid for this repair. We could not wait to have this repaired any longer, because we live in Phoenix AZ, and this became a health and safety issue with our temperature reaching 110+. The contractor has spoken with Choice Home Warranty as we have said, and [redacted] with Choice agreed that they were incorrect in denying this claim. We are awaiting a refund and/or response from them... and have not received it!

Regards,

Llyra [redacted]

Business

Response:

Ms. [redacted],

CHW cannot reimburse you for your claim as you have cancelled your plan and accepted a refund in the amount of $283.34.

We are sorry we could not assist you.

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: Well I have choice home warranty for my warranty company and I called for a service claim on a washer machine on August 12,2013 and about a week later chief contracting was dispatched the claim to do the work so the came out and checked the washer machine out and told me he had to order a drain pump and in a couple of days he will be back to put it on we'll no one never came out so I called choice home warranty and they told me that they were going to contract the job out to [redacted] and they gave me my claim number and told me to call them so I called them and never got a response so I called choice home warranty ack today and they are telling me to get my on local company to come out and if they approve the job they will reimburse me my money back in a couple of days it will be a month I been trying to get the washer machine fixed and I paid chief contractor the $45.00 deductible now I am out of my $45.00 and my washer is still not fix

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:

11/30/2012, Claim # 50165517, Refrigerator, $30.00

2/18/2013, Claim # 50326235, Second Freezer, $64.98

3/20/2013, Claim # 50393227, Plumbing Stoppage, $225.00

5/30/2013, Claim # 50564384, Washer, $379.00

6/14/2013, Claim # 50614020, Dishwasher, $225.00

We regret your frustration with the outcome in regard to claim # [redacted] for the leaking washer. This claim was initially serviced by [redacted], LLC on

8/19/2013. Upon receiving the diagnosis from the technician we approved the repair; however, we apologize for the technician being unresponsive to both you and

us, as we acted in good faith the get the repair completed. Due to the lack of available technicians in your area we offered you the option to use a

technician of your choosing and emailed a reimbursement form for submittal.

We were able to reach you via telephone on 9/13/2013, at which time we reconfirmed the option of proceeding through the reimbursement

process, as you indicated a technician had completed the repair the previous day. Additionally, you were offered a free Service Charge Fee for your next service call.

A review of your account indicates that you requested to cancel your service later that same day. Unfortunately, Choice Home Warranty is unable

to honor any claims reimbursements on inactive policies; therefore, we will be unable to reimburse you for this item.

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Good morning my name is [redacted] I have filed a complaint with the Revdex.com against this company before I'd number was [redacted] I gave been talking and faxing with company but I called two days ago and asked about the fax which was a check ad claim form they emailed to need about reimbursing me for the out of pocket repair that I paid even I still was under contract with them I was told if I get some one to do the repair on the washer machine they would reimburse me for my out of pocket expense because they could not find any company's to come out and do the repairs so now that I cancelled the contract with them they will not honor my contract and the reason I cancelled the contract was they don't gave any company's yo come out yo do their repairs any more but I was still under contract with them when I was told if I get someone to do the work they will reimburse me now I cancelled the contract they don't want to pay me 143.76 which is owed to me

Consumer’s Desired Resolution:

I just want them to send me the money I had to pay out of pocket for the washer machine repair under contract number [redacted] claim number [redacted]

Regards,

Business

Response:

Dear [redacted],

We apologize for your disappointment with respect to the decision not to reimburse you for the repair of the washer. A review of your claim history indicates

Choice Home Warranty provided stellar service to all previous claims submitted. As mentioned in previous correspondence, we do not reimburse for cancelled policies, which was a

voluntary decision on your part. Please keep in mind that no $50 administrative fee was charged for cancelling prior to the one-year term of your service agreement.

Sincerely,

Choice Home Warranty

Review: My husband and I purchased a home warranty through this company and our service contract began on 1/1/14. After cooking all day long for New Years, my stove top started acting funny, where I had to jiggle the big burner to get it to work. On 1/2/14, the back burner on the same side started doing the same thing and later that day, both burners on that side stopped completely working. On 1/3/14, I called the warranty company to tell them I was having issues with it and they said they d send someone out. On 1/7/14, a repairman came and he pulled the big burner from the plug in and said I think it's this and I'll start with that and go from there, never taking any tools out. On 1/8/14, the repairman called to tell me that the warranty company had stated to him that they were going to offer us a buyout, as it would cost alot to fix our stove, which is a[redacted] and would cost about $1500 for a new one. To fix it my current stove, just for the part the repairman was going to start with was going to cost at least $200. On 1/9/14, I receive a call from the warranty company stating that they were not going to cover the repairs and that my stove had several things wrong with and it couldn't just go out in a couple of days. They also stated that they didn't believe that it was in working order on the first day of my policy and there are lots of people who try to scam them. Of course, they're not saying I am, but if I would have waited another month to file, then they would've covered it. Appliances not wait for anyone, they go out on their own time. I spoke with a supervisor,[redacted], and he cancelled my policy, but will only reimburse me for 1 month of the policy, when I paid for 2mths. If you ask me, this company is one big crook and should be out of business!Desired Settlement: I want my stove fixed and to be reimbursed for the first month premium too.

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 are very sorry about your experience with CHW. Upon review of your account, it seems as though your unit was not in working condition prior to starting the policy with CHW. The unit should have had maintenance done to it on regular bases, and if it was completed properly it would not have had such damage. Per our policy we cannot cover any unit that is not in good working order from the date the policy starts. Your policy started 1/1/14 and your claim was called in on 1/3/14, two days after your policy started. In your comment you said that if you would have waited a few months or a month we might have covered it. This is not true, we can tell if a unit has been neglected and can see if routine maintenance has been done to prevent any failures.

I am very sorry but you chose to close your account with CHW, and now there is nothing that I can do to help with this unit.

Best regards,

CHW

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

My stove was in working condition on the first day of my contract, with no issues before that. And, you folks didn't bother to come to my home to inspect my covered appliances before accepting my monies, so this falls back into you.

Regards,

Business

Response:

Dear [redacted]:

It is not our policy to go to each customers home to make sure that the unit is in good working order. That is why we give you the 30 days before you start your service to make sure things are up to date. If you have any maintenance records, I will be happy to review them.

Best regards,

Quality Control Manager

Consumer

Response:

Review: 9870126

I am rejecting this response because:

They take it upon themselves to NOT do an inspection ahead of time and gladly/ freely take people's money and then assume that everyone is trying to scam them, when in actuality, they are the one's scamming the consumer. They shouldn't take money, if they are not going to back up their service. I just wish I would've read the reviews about this company before going with, instead of after, so I will concede that not checking these crooks out first, is my fault.

Regards,

Review: I purchased this home warranty for a three-year contract and the seller on the phone assured me 'Everything is covered" and if I chose to end the contract early all my money would be refunded, minus only the time I'd had the contract in place.

When I filed a claim for my hot water heater the company denied it even though the contract clearly stated the water heater was covered. THey told me that 'tank failure' wasn't covered as the reason they denied it. When I said the hot water tank IS the heater, they continued to deny the claim. They then offered to give me $500 as a 'goodwill adjustmen't but I'd have to schedule my own contractor and pay the difference on replacing the heater unit, another $400+ dollars. I agreed to this but they never sent me a check. After more than a month of back and forth phone calls, I called and canceled the remaining amount on the contract as they had not honored the contract. They refused to give me the full amount back AND tried to take back the $500 they'd never even sent me. They finally agreed to refund my money -- and took the payment for the extra month while they were screwing around on the payment they never sent -- AND deducted an additional $50 because they said the contract allowed that for cancellations after one month. I had not even received the actual contract for more than two months and only after I'd called them twice asking for it. THEY ARE A SCAM COMPANY. They thrive on taking money with no intention of honoring any claim. Ask them to hear the 'recorded conversations.' You'll see everything I'm telling you is true. So for absolutely nothing, the took $200 of my money. What a great money maker! Scam the customer and then refund something, but keep $200!! How many other customers have they done too? And then they had the nerve to call me a couple of months later and try to sell me the service again. ARE YOU KIDDING ME? THEY ARE AN ABSOLUTE SCAM and ARE A FRAUDULENT MISREPRESENTATION TO CONSUMERS. Awful company.Desired Settlement: Refund the money they took from me for a contract they never intended to honor and, in particular the extra $50 cancellation fee for canceling after more than a month -- which was never explained to me by the sales representative and they didn't send me a contract for more than two months - past the time to cancel without penalty. Listen to the recorded message and hear all the 'promise them anything, give them nothing' statements company representatives made. THEY DESERVE TO BE PUT OUT OF BUSINESS AND FINED AS THEY MISREPRESENT THEMSELVES TO CONSUMERS AND MAKE MONEY BY LIES.

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 refunded you in the amount of $916.66. We did not charge you for the cancellation fee of $50. We charged you for the 3 months that you had your policy. Purchase date of 08/12/13, policy began on 9/12/13 and cancellation date 12/06/13.

I hope you understand that we did in fact refund you the correct amount without the $50 fee.

Best regards,

Review: I am writing to complain about the warranty’s companies and false claims for coverage. My policy number with Choice Home Warranty was [redacted]. Prior to purchasing the warranty, I informed the sales representative of the appliances and quantities in my home. I live in a home that has 2 water heaters and have had at least 2 service calls with Choice Home Warranty for both units (December 2013 and January 2014). In December, I lost hot water in my entire house. The contractor came over and re-lit both pilots. I explained to him that I had the issue before and that pilots should not go out unless there is something else going wrong with the unit. A month later, I lost hot water again. A contractor came out and determined that the burner in each unit was faulty and needed replacement. Choice Warranty agreed to repair only one unit and I had to pay out of pocket for the second one. I am requesting a refund of my out of pocket expenses or a refund for the monthly fees that equate to the amount as soon as possible. I tried on several occasions and was unsuccessful in getting the issue resolved. I requested to speak to a senior management in the company and was told that someone would get back to me and no one did. The customer service representatives were very rude and unprofessional. I cancelled my policy with Choice Home Warranty on February 7, 2014. I have never dealt with such a difficult and unprofessional company before and don't ever intend to do business with them again.Desired Settlement: I am requesting a refund of my out of pocket expenses for the repair of the water heater ($265) or a refund for the equivalent amount in monthly fees.

Business

Response:

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

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

[redacted]3 9/17/13 for your Air Conditioning System in the amount of $91.86

[redacted]0 9/17/13 for your Water heater in the amount of $40.00

[redacted] 12/6/13 for your Plumbing System in the amount of $55.00

[redacted]1 1/23/14 although entirety was not covered we still paid out to the service provider $142.51

I am very sorry that we were not able to help you with the cost of the rest of the repair as we did our best to help you in every way possible. We have paid a total of $329.37 for all the claims and again, very sorry that we are unable to assist with the $265.00

Best regards,

CHW QC Manager

Consumer

Response:

I am rejecting this response because total claims has nothing to do with my current complaint regarding my hot water heaters. My original request is still valid. I If this is not resolved as soon as possible I will work with my credit card for a refund.

Business

Response:

[redacted],

I am very sorry but our policy states that we only cover one water heater per house hold. There is no extra coverage for two water heaters that is why we were only able to cover the one unit. Please see our policy below.

D. COVERAGE

The Coverage is for no more than one unit, system, or appliance, unless additional fees are paid. If no additional fees are paid, covered unit, system, or appliance is at Our sole discretion; certain limitations of liability apply to Covered systems and appliances.

6. WATER HEATER (Gas and/or Electric)

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

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

Best regards,

Review: I bought a warranty from Choice Home Warranty for peace of mind for home repairs but that has not been the case. My built in microwave (GE Profile [redacted]) stopped working on 6/1/14. Contacted Choice right away, technician showed up on 6/3 after couple of attempts trying to schedule a visit. Technician tested heating water in a cup and then went back and made few phone calls. Came back and said that it would take more $ to repair than to replace. Choice is going to offer a buyout. He did not take down the microwave or open any panels or components.

When I contacted Choice, they denied the claim stating that there was grease on the control Panel. This is totally incorrect information as the Microwave is sparkling clean. I even sent pictures of the microwave to Choice but they still denied it based on the incorrect information.

I have taken care of the Microwave exactly as per manufacturer's Use and Care manual. There is nothing I could have done differently to keep it clean.

After my repeated escalations to Supervisors and managers, they offered to pay $150 as good will gesture which is not sufficient to cover repair or replace of this microwave. My total cost of replacement would be 650+125= $775 (Microwave + Installation).

It is evident that Choice is looking for an excuse to not have to pay for the repair/replacement of the microwave. This is bad business practice and would hurt their reputation as an established business if they continue to deny claims based on excuses.Desired Settlement: Choice either replaces the microwave or repair it.

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 covered the following claims:

[redacted] on 7/2/2013 for your Air Conditioning Unit in the amount of $100.00

[redacted] on 7/26/2013 for your Air Conditioning Unit in the amount of $200.00

We regret your frustration with the outcome in regard to claim #[redacted] for your Microwave oven. This information was communicated to you on 6/3/2014, at that time we offered you a goodwill gesture of $150 that you declined. We are very sorry for any aggravation with this claim. According to our Service Provider, the unit was "Shorted out and he also stated that there was grease in the electronic components from the cooking service."

Per our policy, Section F: LIMITATIONS OF LIABILITY 8: CHW is 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 maintains 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.

We are sorry but this stands as a non covered item. Please accept our apology for any trouble or inconvenience this has caused.

Best regards,

CHW Consumer Advocate Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The diagnosis from the Tech sent by Choice was completely WRONG. I had another technician come in at my expense. The problem was NOT with the control panel of the Microwave but the door switches that had worn out due to normal wear and tear. The technician repaired the microwave without replacing the control panel and it's working perfectly now with the same control panel that Choice technician said that got shorted because of "imaginary grease" (the guy did not open the control panel).

My suspicion has now been confirmed that the Choice technician made incorrect diagnosis knowingly just to reject the claim so that Choice does not have to pay for the repair. The claims that Choice mentions that they paid in the past were partial goodwill payments for similar issues with AC repair where I ended up paying 70% of the repair cost. It is now confirmed that Choice has hidden business practices where they look out for reasons (whether imaginary) to deny the claims that they should have covered.

Choice Home Warranty appears to be 3 separate companies. First that sells the warranty, Second that files the claim and sends the tech, Third and most important is the one that looks out for un-reasonable reasons to reject the claims.

I regret my decision to buy Choice Home Warranty. this is NOT peace of mind and in-fact caused too much agony dealing with Choice Home Warranty. I demand that Choice pays not only for money that I spent on my microwave repair but also countless number of hours that I spent pleading for my claim.

Regards,

Business

Response:

Dear [redacted]:

We do see that you have spoken to [redacted] one of our Managers here at CHW and we did agree with you that it was a misdiagnose and have refunded you in the amount of $135.00. Please allow for 30 business days for receipt of the funds. We apologize for the inconvenience of this claim and appreciate you being a valued customer of CHW.

Kindly close out the Revdex.com complaint as resolved.

Thank you,

CHW Consumer Advocate Manager