Choice Home Warranty

Review: my drain needed to be snake out. first the contractor that CHW sent out told me that my claim was denied and that he could fix it for $540, I called choice and they should that he can do it but I have to pay 4175 for the contractor to remove and replace the toilet bowl, the contactor left me with no water for two days, did not finish the job, and was rude and complaint that CHW cheated him and he didn't even know the pipe he was looking for. I called Choice and ask if they could send another contractor because I no longer trusted this one and they told me he had to come back because he accepted payment already. he could not fix the issues so I asked if they could send some one else out, the customer service agent was rude and they told me that they believe their contractor and that I had to fix the issues on my own and they will not send anyone out. I have been with out water for three days now, we cant stay in our home because we cant use the restroom, shower or cook. the contractor left my bathroom a mess. CHW does not care about my situation. CHW manger and reps are rude and un helpful. I want to cancel my policy with them.Desired Settlement: I want my issues fixed my CHW.

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 for any rude behavior that you had to endure by the service provider or our customer service. I do see that CHW has offered a goodwill gesture for your policy to pay half of the non-covered claim. Please advise if you would like to cancel the policy because we would not be able to cover the goodwill gesture if the policy was cancelled.If you chose to stay, I have added a onetime free service call fee to your policy for the rude behavior of the technician. I am not able to refund you the money that you paid to them because it was not to CHW.I have notated your policy, if you would like to cancel, please call our cancellations department and they will have your information available for you to cancel. We would regret you cancelling but it is your decision.Again, we do apologize and appreciate the feedback, I have placed a complaint against the technician that was rude to you.Regards,CHW

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: 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: I had my first claim with them 40 days in the home warranty contract regarding AC system not coming on. They assigned a contractor who could not come in for 4 days since they were "busy". Hence we continued to live with downstairs AC which could not keep up with the 106 degrees temp and started to go weak. Finally, the technician shows up and diagnosed that compressor has gone bad (a common issue on 5+ year old units) on first unit and capacitor was weak on 2nd unit. He promised to submit the claim on compressor (1st Unit) and replaced the capacitor on 2nd unit. CHW contacted me next day and denied the claim stating that it is a pre-existing condition (which would not have been known to the owner since unit was working fine for first 40 days - this was acknowledged by CHW customer service as well). We now have to pay for this repair out of our pocket.

2nd unit (where tech changed) the capacitor did not last for more than 48 hours and died again. I contacted CHW again and after very long wait times and getting transferred from one rep to other rep, I was connected to escalation department. They said that they cant even see the diagnostics done on 2nd unit and hence there will be no recall and nobody will be calling me until they hear back from the tech. It has been 1 week of hell dealing with this company to say the least. 100+ degrees and three little kids with no AC and below par warranty service.

They promise the world when they do the sales pitch but they come very short when the claim is made. Just listen to their ad while you are waiting for representative. You will be convinced that it is the best company who truly takes care of employees and customers but reality is very opposite of it.

Customer service representative offered a cancellation only if I sign a release form and confirm that I will not hold them account

I welcome the opportunity to have CHW resolve this issue with my Claim #: Desired Settlement: Honor your sales pitch and complete the repair as promised during sales pitch. This will help the business get the better rating. Current Yelp rating is a single star and there is an opportunity to make it better.

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 7/14/15, we see that you placed a claim for your units on 7/30/15. The technician found that the unit had a failed bearings in the CFM. Being that the policy started only 14 days prior, this would not have been able to occur within that time frame. All units per our policy must come into the policy in proper working order. You are given30 days to ensure that all units are in proper working order. 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. I do see to assist your claim that our company did offer a goodwill gesture of $170.00 towards the claim, per our notes you accepted this offer and you are to send in the invoice once the work is completed to receive the funds. If you are unhappy with this amount, we do apologize this was a good faith offer that CHW doesn’t have to send. Please inform us if you do not want to accept these funds and once we receive the proof of purchase or repair, we will document this for you policy. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Best regards, CHW

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: 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,

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: 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

Review: In Dec. 2014 and Jan. 2015 I had a home warranty with Choice. I called in a service request for my furnace. They denied the claim saying I had not kept up with the systems maintenance. The company they sent to diagnose the problem broke my perfectly working ac system while they were working on the furnace. Since it was winter, I did not realize this until now when the weather was warm enough to turn my system on. Choice is now saying they are not responsible for the damage their contractor caused and I need to contact the repair company directly. The repair company is saying I need to contact Choice to have someone new sent out. I know my system was working fine prior to calling Choice to repair the furnace and now it is broke. I have many health issues and cannot be in the heat. I need Choice to send a company out to repair the damage their contractor did in January.Desired Settlement: Choice needs to send someone to fix the damage done to the ac unit caused by their first contractor. There should be no charge to me. The unit was working fine prior to them sending someone out for my furnace.

Business

Response:

[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 .

We regret the frustration that you have had with claim number [redacted] for your Air Conditioning System. You stated that the unit was damaged by the service provider upon his arrival for the Heating System. You also stated that the unit was fairly new. Was it under manufacture warranty? If so, I would suggest calling the manufacture because that would supersede CHW's policy. Also, since you have cancelled your policy with CHW, we would not be able to send out a provider to assist you. I would suggest calling MS Master Service at ###-###-#### to see if they could further assist you.According to CHW's policy Section F. LIMITATIONS OF LIABILITY # 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.We do apologize but there is nothing Choice Home Warranty would be able to assist you with. Regretfully,CHW

Consumer

Response:

[redacted]

I am rejecting this response because:

Choice Home Warranty should stand behind their contractors work or lack of work. They ate, in fact, the ones that hire these contractors. I never waived any rights like they say, that I am aware of. Just another example of how this company takes advantage of its customers and another example of why I cancelled their services.

Business

Response:

[redacted]Your policy started with us on 12/16/14 you placed your claim 9 days later on 12/25/14 and then canceled it as well. I would be happy to assist you and give you a refund of what you paid to CHW for your policy plus the service call fee that you had paid the Service provider. The provider no longer works with CHW , you can certainly call them to further assist you MS Master Service at ###-###-####Please let me know and I will email you the paperwork.

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!

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: I had a problem with my home air conditioner in May. Their technician misdiagnose the problem, bottom line an independent company fixed my unit replacing my compositor and adding free iron in it. Here we are in Oct. and unit having problems. I didn't feel comfortable with CHW technician so I got a independent technician to look at unit then I called CHW and they agreed that unit might have a leak and wire for heating strips needs replacing. CHW declined to fix problem stating poor maintenance. The unit is serviced annually.Desired Settlement: repair AC unit.

Business

Response:

Dear [redacted], Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted].Upon review of your policy, I do see that CHW has authorized $551.00 in claims for you. We do apologize for any frustration with the Heating System claim. The claim is not a covered claim per our policy Section F. Limitations of Liability #1 as well as #12. CHW doesn’t cover failures that are a result of rust and we do not cover failures due to a lack of proper routine maintenance. The pictures that were provided to us show that the unit was rusted on the coils. The technician stated that there were multiple component failures on this system that could have been caught if the system had proper routine maintenance. Please note that all units should be maintained every year but if they are a heating and Air conditioning system they should be serviced twice a year per the manufacturer's specifications. It is notated in the claim that when you had spoken to our supervisor, you mentioned that you had maintenance records. Kindly send them to us and we would be happy to review them. You can send them to [redacted] for further review of this policy. We look forward to assisting you.CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The same unit was low on free iron this spring which indicates a possible leak, which was not done, just added the necessary free iron. We are now in October and Unit needs free iron again. I believe at a minimum CHW should perform leak test and repair the leak. The picture is where something clogged up under the house which an individual repairman unclogged, and has nothing to do with my unit leaking.

Regards,

Business

Response:

[redacted], Per our policy, CHW does not cover leak tests also, if a unit is low on Freon when you have your routine maintenance that is when the technician should have found this issue. CHW does not provide maintenance and the technicians that we send out to you will fix the problem and you are responsible to follow up with the unit.I do apologize for any miscommunication, please feel free to veiw the policy online if you don't have a copy. It is there for anyone to view at [redacted] Thank you,CHW

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

Review: we file a claim with choice home warranty on September 2nd 2015 this end repair guy who mentioned us before he even touch the unit that it will be denied .

one of the customer did get in touch with me who had the same problem.

I would like to them to come and finish their job and also I wanted to mention other people about their scam

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 8/10/15, we see that you placed a claim for your AC unit on 9/1/15. This was less than a month into your policy and the service provider stated that the compressor had locked up. He did state however that you could place a hard-start kit onto the unit and that might help the unit to work again. CHW was not able to provide coverage for this unit because per our policy, all units must come into the contract in proper working order. If you would like to have that technician come back to your home, you would have to contact him and it would not be paid for by CHW. 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 do see that on 10/20/15 you chose to cancel your policy with us and you are receiving a pro-rated refund as per Section L. Cancellations.We regret your frustration and do urge all customers to read the policy and contact us with any questions.Respectfully,CHW

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.

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

Review: Choice Home Warranty advertises that their service will: "protect homeowners against the cost of unexpected covered repairs of their major systems and appliances that break down due to normal wear and tear." For a 'nominal' $420 annual fee, their coverage is 'supposed' to include all major household appliances and that they will "Have your covered item repaired OR replaced.. In their brochure, they state "With a Choice Home Warranty, breakdowns and repairs on covered systems and appliances don't have to be a hassle." They 'sell' their services by quoting "Home Repair & Remodel, [redacted]. and "National Home Warranty Association", "Business Week" and even Gallop. They 'sold' us on the fact that "The average life expectancy of nine critical appliances/home systems is 13 years, and the likelihood of failure of one of these systems in a given year is 68%." They further quote that "These repairs can range from $65 to $2,000 and replacements average $1,085.

OUR problem with CHW is that this is COMPLETELY misleading information and they are a SCAM. They REFUSE to cover replacing our microwave/range because the parts are no longer available. THEN, they say that they can't even do ANYTHING because we cancelled the contract- which we paid for in advance for the year. While they had originally offered $180, the FULL cost of replacing our unit is over $2,500. Because we cancelled the contract because of their refusal to replace the unit as advertised, they NOW say they owe us $0 and our only recourse is to file a lawsuit!Desired Settlement: While we would FAR PREFER that CHW would live up to their advertising and REPLACE our unit, we respectfully request a FULL REFUND for payments totalling $465. This represents the 'nominal annual fee' of $420 which was paid in advance in January and ONE service call representing $45 for the unit that SHOULD be replaced at the cost to CHW. Advertising that they will repair or replace especially while representing quotes from "Home Repair &Remodel, [redacted]., that: "The average life expectancy of nine critical appliances/home systems is 13 years, and the likelihood of failure of one of these systems in a given year is 68%." As someone who had a home that 'FIT' that demographic, I intended to use this policy in case of emergency and 'FELT' that this was reasonable and that I was dealing with a trustworthy organization as a consumer. Unfortunately, I truly feel that they run a SCAM and IF they can not REPLACE, (AS ADVERTIZED), then I should receive a complete REFUND.

Business

Response:

[redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, you had chosen to cancel, please read section L. Cancellations that states that if the contract is broken, any funds that CHW had paid out per that contract term will be taken out of the refund that is provided to you. You will also be responsible to pay an administrative fee of $50.00.You can only receive a full refund for your policy if you chose to cancel before the start date of the policy and if CHW has not paid out on your claims; which we have. CHW did provide you with the correct refund per the terms and conditions of the policy.We do understand your frustration; CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

Consumer

Response:

I am rejecting this response because: This is a SCAM! Quoting the minutia of a contract agreement slaps in the face of "Better Business" and while I - as well as anyone respect the rules of Caveat Emptor defer to the better judgment of any "right-minded" individual. The marketing and advertising (while using outdated quotes and statistics from 2004) is nothing short of misleading. A "Contract" paid for on an annual basis- is STILL a contract for that year - in spite of being cancelled OR a refund should be issued.

t

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: 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,

Good service from provider chosen by chw.