Choice Home Warranty

Review: I purchased a home warranty policy from Choice Home Warranty approximately three months ago. When our oven broke I filed a claim for repair or replacement of the appliance. they sent a repairman out to and he confirmed the electronic panel was faulty. The following week the company called and said the part is no longer available and they would reimburse be $350 for the part which can not be purchased. the cost to replace the oven is $2,500. Per the terms of the contract they are obligated to repair or replace, and in this instance they are doing niether. they do address integral parts that are obsolete in policy and they state that if the policy is 30 days old or less, they will only reimburse for the parts and labor. This part is integral in the operation of the oven and my policy is older than 30 days. Given this the repair or replace language should apply, and the oven is not repairable therefore, they need to replace the oven. After saying I would not accept the $35 they called me back and said the best they could do is $700. I paid over $2,200 for this coverae and they are not living up to the contractual terms.Desired Settlement: the company needs to compensate me for the replacement cost of the oven.

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 Oven. Upon diagnosis the technician stated that your unit needs a new pad and control panel. The technician notated that the control panel is no longer available. Per CHW policy, if a part needed for repairs is no longer available, CHW will send out a check in the amount of cost of part and labor towards that repair. CHW offered $350, the cost of part and repair, to be reimbursed to you however you declined this offered. To better satisfy you, a good will offered of $700 was made to help you with the replacement of the unit. However, you didn’t accept.Please see below:9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.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

Review: I filed a claim w/Choice home warranty 11/20/2014 because my heating system was smelling of oil in the house and everyone was getting light headed...11/21/2014 [redacted]s was dispatched but never answered the phone...11/25/2014 They finally dispatched GW Air services, 11/28/2014 [redacted] showed up told us to turn on the system, he then said you have a crack in the exchanger unit, he called CHW told them his diagnoses...he put them on speaker so I heard the entire conversation [redacted] told them that the issue was due to normal wear and tear and that the system was 23yrs old; CHW: send us pictures and an estimate of cost to replace...CHW: we are sending another technician because we didn't get the info. from GW...12/5/2014 [redacted]s dispatched...we waited all day on 12/8/2014 for them to show and they called and said they don't deal with oil heating 12/8/2014 ALL ABOUT APPLINCES dispatched...12/11/14 they show up turn the unit on and said you have that smell because the unit is dirty just let it run awhile and it should burn off (he also mentioned that he was feeling a little lighted but the smell will go away just let it run)...12/11/14 I called CHW they informed me that another tech is coming out 12/12/14 [redacted] Heating & Cooling Maint Co. dispatched 12/18/14 they were at my house about an hour taking the unit apart...Diagnoses: Heat exchanger cracked, blowe housing broke Recommendation: Unit needs to be replaced (this was GWs recommendation as well)...CHW: Repairs are not covered because unit is dirty/improperly maintained, coils and hoses were dirty ([redacted] tech sent two pictures w/no hoses or coils visible...I have a copy)...my mother watched the techs w/me on the phone and she described to me that oil was spilling out the motor. In closing when CHW sends these techs out they fix what is called in and nothing else because they said CHW will not pay them so they just do what is called in. The customer service is nasty an unprofessional when calledDesired Settlement: I would like them to stop taking advantage of consumers and honor there advertisement..."if it can't be fixed we will replace it!" I got a home warranty because I knew that some of the expenses for houses I wouldn't be able to afford and this would be convenient...they have denied all of my major claims when something needs to be replaced like my sump pump (the tech said it was improperly installed...CHW doesn't cover that(how would I know if it was installed improperly), if a pipe burst due to cold they don't cover that, etc... What do they cover? I'm a frustrated consumer tired of being taken because I'm a single woman. It is about $3200 dollars to replace a Furnace (money I don't have and didn't anticipate right here at Christmas) and it's cold in MD and getting colder they need to fix my furnace.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for you’re your Air Conditioning system. Upon diagnosis, the service provider stated that damage to the system is due to lack of proper maintenance on the system. The technician stated that the unit nozzles need cleaning and there’s a hole in the vent tubing. Unfortunately, CHW policy does not cover failures due to lack of proper maintenance. Please see section below:F. LIMIATIONS OF LIABILITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.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.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: choice home warranty knew when they requested on their own a third opinion that they weren't going to pay for repairs at this point I want to get back all the money I paid them and cancel service...the unit was maintained and it's old how long do they expect it to function. Then each customer service representative that called and presented theirselves as a supervisor got nasty with me...I want my money back for two years of non service. They are a joke

Regards,

Business

Response:

We apologize for the frustration you have experience with this claim. The information that was provided to CHW by the service provider stated that stated that the damage to your system is due to lack of maintenance on the system. The technician pointed out a hold in the vent tubing and that the unit nozzles needed cleaning. Unfortunately, CHW policy does not cover failures due to lack of proper maintenance. Our records show that per your request you policy has been cancelled on 12/30/14.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

Review: My heater’s circuit board went out and I contacted Choice Home Warranty. They sent a tech out who initially stated that my pressure sensor was not working properly and needed to be cleaned. He cleaned it and it ran for a few hours. After noticing that the heat wasn’t working properly, I called him back to state that the fan was coming on but not the heat. He came out the next day and said the circuit board was going bad. To get a second opinion, I contacted my regular HVAC tech who has been servicing my unit for 8+years to get his feedback. After his review he stated that the circuit board may be causing the gas value not open properly but what was needed first was the Circuit board. I followed up with Choice Warranty and was told that the Circuit Board was a secondary issue caused by the primary issue (GAS value) and it was not covered. I disagreed with this as well as my tech. I contacted the company several times and was told they would send another technician out to verify the circuit board causing the gas value to not open properly. When I contacted the company the following day to see when I could set up the technicians visit. I was told that that was never said and it wasn’t in their file. I called several times to speak with a manger was told he ([redacted]) would call me back and he never did. I had to call him back several times to speak with him. Needless to say the cost of the circuit board was around $160… I spent over $500 in monthly premiums for the warranty. A complete waste of money!

I am outraged as I have been putting more money into my monthly plan than what the part was even worth and to have them treat me as a consumer so poorly. This company is a complete rip off. You are ok as long as you paying your monthly premium and not filing a claim. This is by far the WORST home warranty company I ever dealt with. I would recommend paying a few dollars more to get good service because you want find it with Choice Home Warranty.Desired Settlement: I would like the money back I paid into the warranty or for them to pay for the Trane Heater Circuit Board.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your heating system. Upon diagnosis, the service provider stated that your unit’s gas valve over heated causing damage to the circuit board on the system. Per CHW policy, valves on your heating system are not covered. Secondary damage is also not covered under the policy. The service provider confirms that the gas valve was the primary failure.Please see sections below:D. COVERAGE5. HEATING SYSTEM OR BUILT-IN WALL UNIT NOTE: Main source of heat to home not to exceed 5 (five) ton capacity and designed for residential use.EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) - Calcium build-up - Maintenance. NOTE: We will pay no more than $1,500 per covered item per contract term for access, diagnosis and repair or replacement of any glycol, hot water, or steam circulating heating systems.F. LIMITATIONS OF LIABILITY19. 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.Our records indicate that per your request, your policy has been canceled as of 01/06/2015.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 I was told several different things. One of them being that they would send another service provider to check the problem. I was on a three way when Mr. [redacted] (HVAC owner) called in and spoke to an authorization representative who in fact told him that they would send someone else out to confirm the problem. Listening to the call, Mr. [redacted] stated that he was sent sure which one called the other to fail. I said this several times and the representatives and manager kept interrupting his word and saying the gas value caused the circuit board to go out which he did not accurate concluded. This company is a complete rip off and I have told several people who I referred to cancel their business with this rip off company.

Regards,

Business

Response:

We apologize for the frustration you have encountered. CHW has contacted the service provider numerous times to confirm that the gas valve is what caused the primary failure. If you do not believe this diagnosis you can provide CHW with a second opinion diagnosis and we will review the information provided.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

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.

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

Business

Response:

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

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

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

Business

Response:

:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of this policy, it shows that the contract holder is Farah Ali. I do see that the policy was upgraded to a new policy number [redacted]. As we explained to you, this would be a new contact since your other policy had to be closed prematurely. The new policy that you had, you paid $35.83 that CHW did in fact give you credit back towards, we refunded you that entire amount as you had paid that to us. Unfortunately, due to the fact that every time a claim is placed a service provider is dispatched, that $45 is a service call fee paid to that service provider to diagnose the unit. CHW does not collect those funds therefore, we are unable to refund you for something that we did not collect.We do apologize, CHW’s policy clearly states that upon arrival of the technician you are to pay the service call fee to them. Please see Section C. SERVICE CALLS4. You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

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

Regards,

Business

Response:

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

Review: On April 15, 2015 I purchased a "Total Plan" from Choice Home Warranty in the amount of $625.00 which would cover appliances and so forth for a 13 month period. I had a dishwasher stop working on May 16, 2015 and I placed a claim on May 18, 2015. I was given a claim number, a phone number for a vendor to come out and look at the dishwasher(which they did) and write up and submit what was wrong with the dishwasher and what it would take to fix it. I was charged the service fee of $45 for the technician to come out to my home, which was the negotiated price given to me by Choice Home Warranty upon purchasing the service plan. The vendor said it would take a few days to get the parts and then they would return. A few days after, the vendor called me back and said my claim was denied because it was preexisting. I called customer service and tried to get an explanation on how can a dishwasher being working and then stop working and it be called preexisting. They told me that the damage happened before my claim was made; I'm assuming they mean when I purchased my service plan on April 15, 2015. My question to them was, if that was the case, my dishwasher would have stopped working then and not on May 16, 2015. They just then continued to say "it was preexisting". I am now having to pay an extra $150 on repairs on my dishwasher which should be covered by this service plan. It's not much, but my concern is that they may pick and choose which claims and policies to honor and give unsubstantiated excuses for the claims and policies they deny.Desired Settlement: if this was just an oversight, I would request that just the cost of the repair be returned to me. If; however, this is their business practice, I would like a full refund of my initial service plan cost without their cancellation fee being assessed because of their misrepresentation of service they provide.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that started on 5/15/15, you stated that your unit stopped working on 5/16/15 and you placed a claim for it on 5/18/15. Per our policy, all units must come into the policy in good working order. Your dishwasher had multiple failures and those failures could not have happened within the day of the policy began. Those failures would have taken longer than one day to occur. Please see the policy 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 apologize that this claim was not covered but our policy is very clear and states that we will not cover any known or unknown pre-existing issues. Please see Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Please contact our cancellations department if you would like to cancel the policy that you have purchased with us. We do not want to lose you as a customer but we do have to abide by our policy. I have mailed you another copy and emailed you one as well.

Review: On June 8th my A/C unit (compressor) went out. I have a home warranty program with Choice Home Warranty (CHW). I called them to file a claim. While the technician was at my home he talked with CHW. The technician is the person I use to service the unit yearly. CHW had the technician to take pictures and email/text them to CHW. He send CHW what they requested. Later that day I called CHW and they informed me that my claim was denied because of lack of maintenance. I do not how a company like this can deny a claim on pictures that they've looked at. I was told that I need to send CHW my service maintenance records. No where does say that need to sent CHW any paperwork. In their pamphlet it states that provide maintenance and cleaning pursuant to manufacturers specifications. As I said earlier it nowhere does it client will have to mail anything for repairs.

I've replace the unit already because of the heat in South Carolina.Desired Settlement: Repairment or replacement cost.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your AC, I do see that you had your own technician out to your home and sent us a diagnosis. You also called us on 6/11/15 and advised us that the unit had failed, there was rust in the evaporator coils. Per our policy, we do not cover any unit that fails due to rust or corrosion and a lack of proper maintenance. Please see Section 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.We always want our customers to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration with these claims. CHW is in full compliance with our policy.Respectfully,CHW

Consumer

Response:

I am rejecting this response because: the inside attic coil is not part of the regular maintenance. CHW is stating that because they do not want to pay for anything. CHW is only interest in their bottom line.

Business

Response:

We do apologize that you are upset with this claim, our records show that this policy has been cancelled and due to that fact we are unable to approve this claim that we deemed as not covered. On 6/11/15, you spoke to one of our Managers here and you did confirm that your technician explained to us that the unit failed due to rust, again or policy doesn't cover failure with rust.Regrettably, this claim and policy have been closed per your request.Respectfully,CHW

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

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

Business

Response:

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

Consumer

Response:

I am rejecting this response because:

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

Business

Response:

Our policy states that if you have a claim, we will send out a technician to diagnose the issue. We cannot diagnose your issue over the phone as we are not technicians who are taking the claim and we do not know exactly what the issue is. In your case, a claim was placed and a tech was dispatched; you were to pay ONLY the service call fee to him. Once the diagnosis came back to us, we then advise you if the claim is covered or not. If the claim is not covered you can chose to use that technician to fix your issue or use one of your own. If your claim is covered then you only pay the service call fee. Looking at this claim for your plumbing, the issue could not have started that day, you may have only noticed it that day but the flapper takes a while to break. This is what is listed in our policy in Section F. Limitations of Liability #1 The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.We again regret that you are frustrated with this claim and we do see that you have chosen to cancel your policy with us. CHW is in full compliance with our policy and unfortunately there is nothing more that we can do for you at this time.Respectfully,CHW

Review: Purchased this warranty for a 3 year contract with this company on 2/3/15 to have coverage at a home I lease in spring,[redacted]. For a price of $1125. For coverage period of 3/2/15-9/3/18. The first claim was over a ac unit that the compressor burnt out due to possible lightning strike. They denied the claim. I had to pay out of pocket for the fix over $1224. They promised a $250 dollar refund to help with costs once I submitted a receipt of repair. I sent the receipt and did not receive the refund. I cancelled my policy with them today and for a prorated refund of only $458.31. This is an unprofessional and horrible home warranty company. I think it is wrong for them to provide "6 months of service" and have me pay for everything out of pocket. And then refuse a full refund of my $1125.Desired Settlement: I would like the remainder of my money owed to me for a service I was promised and did not receive. Total of $666.69.

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/useragreement.com.Upon review of your AC claim, I do see that we had assisted you with a goodwill offer in the amount of $250.00 and for your Plumbing claim; we did cover the cost in the amount of $125.00. Per our policy, Section L. Cancellations, you are to pay an administrative fee of $50 and all claims paid back to us as you breached your contract. Please see below:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.We do urge all the customers to read the policy before their 30 day grace period is over because that is the only time you would be able to receive a full refund of paid amount. CHW will not provide a full refund on a policy that has been used, has had claim paid out on and that is not within the grace period.As per the claim, CHW is in full compliance with its terms & conditions. Respectfully,CHW

Consumer

Response:

I am rejecting this response because: I never received the so called goodwill check for $250.00. And also have not received my refund for cancellation of my policy. I do not agree that I should have to pay for months of service that I had to cover out of my own pocket and still have to pay the pro rated cost of the plan. I understand that the $125 cost of plumbing should be deducted but as for the remainder of the $1000.00 I paid in full, should be returned as services not received with the ac unit. Nor the check they promised of the $250.00. Truely the 250.00 is nothing when in reality we are talking about $1000.00.

Business

Response:

We do show that the check was mailed to you and we cannot issue another one unless you are willing to pay for the stop payment on the one that we have already mailed. As for the cancellations, please see Section L. in our policy and you will be advised of the reasons of the refund. You can always contact our cancellations department for them to further explain, as per CHW the policy was given a credit to the credit card on file on 9/6/15 for the pro-rated amount and we are in full compliance with our terms of the policy.CHW

Review: I notified choice Home Warranty of an issue with a condenser unit and coil where there was an identified leak. The units in question are both covered under the purchased warranty agreement. I had a certified tech from Clinkscales heating and air come out to my home and identify leaks located in the coil area and the outside condensing unit. He determined that the leaks were based on normal wear and tear based on the age of the unit and what he was able to view. Photos were submitted and my claim was denied because Choice indicated that there was rust on the inside coil and rust negated any rights to a claim. There was some rust on the inside coil but none on the exterior condensing unit and they would not address that issue. They had made up there minds and although there approved technician was on site and indicated that he had personally been at a home less than a month prior with the same issue that ended in choice covering a unit replacement they proceeded to deny my claim.Desired Settlement: I would like reimbursement for the replacement of my coil and outside unit in the amount of 2800.00 as this should have been a covered item.

Business

Response:

rOur 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 AC claim, we do see that the technician reported to us in his diagnosis that the failure to the unit was due to rust. Per our policy Section F. Limitations of Liability #1 states that CHW will not cover the cost of repair for units that fail due to rust or corrosion. We apologize for your frustration for this claim that was filed on 5/6/15.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because: The technician onsite did not indicate that the condenser unit had failed due to rusting. The only rust evident was found on the inside coil. The company failed to address the fact that the condenser unit is a separate covered item and had a leak that they failed to have repaired or the unit replaced

Business

Response:

Per our policy, any unit that fails due to rust/corrosion would not be a covered item as stated in Section F. Limitations of Liability # 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.We did advise you that the unit had failed due to this issue and therefore we would not be able to cover this claim.As a goodwill gesture, we would like to provide you with an extra month of service free of charge due to the fact that you are not happy with the outcome of this claim. We are also willing to provide you with a onetime free service call fee for any next claim that you might have.We do regret the frustration with this claim and do hope that you accept our offer as we cannot provide coverage for this claim but do value you as a customer and would like to offer you this as a goodwill gesture. If you would like to accept this offer, please contact us as it is noted on the policy and we will add the extra month and service call fee for you.Respectfully,CHW

Review: So my A/C quit working a couple of days ago. I wasn't too worried because I knew it was covered under my home warranty. I file my claim and they sent someone out right away. Well since it was the compressor that died, they needed to get authorization from the warranty company. Turns out they are denying my claim!! Their technician told them the unit was clean and it was due to normal wear and tear that's why it quit working. Apparently it doesn't matter what they are told, they are basing their decision off of a photo of my a/c unit. I also just found out that Choice Home Warranty just lost a class action law suit for denying this exact same type of claim for the same reasons they are giving me!! It's 100 degrees out, I have pets and a child at home who are dying from this heat! I'm going to file a complaint with the Revdex.com. Any other suggestions? Oh...and it's about $2,000 to fix on my own.Desired Settlement: Approval and coverage of repair to my A/C unit

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim, I do see that CHW has reached out to you in reference to your unit. We asked you to provide us with the maintenance records as the unit had failed due to a lack of proper maintenance. The service provider did not advise us that this was due to normal wear and tear but to a lack of maintenance. We would be more than happy to assist you if you could provide us with your most recent few maintenance records as CHW does require all units to be maintained per the manufacture specifications. Section F. #12.Please send your records to [redacted] or send them to our customer advocate [redacted] please reference your claim number.Thank you,CHW

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: 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: 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

Review: Choice home warranty's sales dept. will say anything to get your payment.

When I spoke to sales they said if I ever want to cancel the policy the amount refunded would be prorated on the months not used. When I spoke to sales I was very specific, even using actual synerios with figures. He never mentioned a 10 percent penalty or that it would be prorated on the non-sale price.

I chose to cancel because it was an battle to get money for a claim.

I only received a fraction of the amount I was told I would get back by the sales dept.

According to [redacted] in sales on 12/4/2015 I should have gotten back $1650.00 of my $1800 after using only 6 of the 72 months I paid for.

According to service they will be sending me a total of $502.52.Desired Settlement: I would like a refund of the balance of $1650 which is what I should get back according to the sales dept.

They said they would be giving me a credit on my card of $502.52. If I receive this payment the new balance refund would be $1147.48

I do have a recording of my conversation with [redacted] that I was told I would not be able to use in the state of N.J.

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.Please refer to your policy Section L. Cancellations. If you did not use the policy and nothing was actually paid out on the policy you would have received a larger refund. If a policy is cancelled with us, you are charged a $50 administrative fee as well as paying back for any amount that we paid on claims; therefore your refund is smaller.L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.According to the above, your refund is completely accurate since CHW paid out $867.46 in claims and you were provided back the refunded amount of months. We do regret your frustration with this policy however; CHW is in full compliance with the terms and conditions of the policy.CHWWe urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Consumer

Response:

Dear CHW,

Review: I called them two days ago to arrange a repair for my refrigerator. They scheduled someone from a different area code and that company said that it would be two days before they could arrive. That was supposed to be today. Last night I got a message that a technician had been dispatched and a number to call. I called that number and was told that Choice refused to pay them a service fee to come here and they refused to come. I had already taken the day off from work to be here. I not only have food that I am concerned about but I have a chronic incurable illness that requires medicine that must be kept refrigerated, so I was very upset and concerned. when I called Choice I was told that the technician was not appropriate and that someone would call me to reschedule. I was not told that Choice was about to close for the day. I waited for two hours and then called again to find them closed. I found someone locally to fix my refrigerator today and called Choice back. I was told to have the contractor call them and then fax Choice the bill and after being charged a $45 fee for the contractor visit they would reimburse me. I requested a supervisor and was told that the $45 fee would be waived and to email the bill. Less than 30 minutes later I received a message saying that someone had been dispatched and to call that company and arrange an appointment. I called Choice back and spoke to another supervisor and was told that the previous information was incorrect and the previous supervisor was mistaken. I tried to talk but this supervisor was rude and didn't want to listen to me and talked over me. When I became upset and told them to stop interrupting me and to listen they hung up on me. I did not use foul language nor was I rude, rather they were rude to me. When I called back and demanded my money back for the remainder of this month they refused and tried to argue with me again. I want my money back for this month and to warn people about themDesired Settlement: I want my money back for the remainder of this month, I want them to not charge my credit card again for next month, I want them to pay for this repair and not charge me a $45 dollar fee like they originally agreed to do.

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 refrigerator, we do see that CHW did approve the claim and we were offering to provide you with a reimbursement for the technician that you used. We received the diagnosis from the technician and we were willing to reimburse you at the cost of $203.71 minus the service call fee of $45 and the total would have been $158.71. This was determined on 2/5/16 but you had cancelled your policy already stating that you wanted to find a better more reliable company to be able to assist you. Since you have cancelled the policy, CHW is not responsible to provide you with the funds that you had submitted for reimbursement. Please see Section L. Cancellations, if CHW paid the claim for you, you would be responsible to pay back the funds that we paid for your claims. We do apologize if anyone in our company was rude to you in any way, we did advise the Quality Control department for them to review.We also explained to you that being a monthly customer, we cannot provide back for the month that you had paid since there was a claim placed..We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was not offered a payment before I cancelled the policy. I cancelled the policy because another representative called me and told me that the information previously provided was not correct and was rude to me and in fact hung up on me. I was also told that I had until February 19 to make any claims and I was told this after I cancelled the policy by still another representative. Perhaps their representatives need to read their policies and contract documents since they obviously don't know what they are either. I strongly urge everyone not to use this company.

Regards,

Business

Response:

[redacted],We do regret your frustration and we will pass along the information that you have provided. Thank you,CHW

Review: I pay Choice Home Warranty monthly to cover repairs to items in my house. My tenant has a problem with the right rear cook top element turning on and off by itself. A repair man sent by Choice Home Warranty came to the house and charged $45 for the visit. Choice Home Warranty's man found a bad switch and a bad right rear element. Choice Home Warranty would pay for the bad switch which they explained caused the damage to the element but Choice Home Warranty would not pay for the element. They said although the bad switch caused the damage to the element they consider it secondary damage. It's a Viking cook top so I called Viking with the model number and was told the switch cost $33 and the element $110. Choice Home Warranty will pay $172.87 for the switch to be replaced but I would have to pay $276 plus the original $45 for the element to be replaced. I find it very strange a $33 switch which Choice Home Warranty say's caused the damage to the element is not covered.Desired Settlement: All I want is for Choice Home Warranty to make the repairs to the switch and element.

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, we do see that CHW did approve to cover the claim as a goodwill gesture on 2/16/16. We are very happy that we were able to assist you with this claim and do look forward to assisting you in future claims.We do regret your frustration however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW