Choice Home Warranty

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: 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: 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

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

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

Business

Response:

Dear [redacted]:

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

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

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

Best regards,

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

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

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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] We regret your frustration with the outcome in regards to claim #[redacted], for your Air conditioning system. CHW tries to assign the first available service provider to help our customers get the first available appointment. However, CHW does not control scheduling as we don’t know the availability of neither for the service provider nor the customer. Upon review of the invoice received, repairs to your system we done without prior approval. Unfortunately, per CHW policy, repairs done without prior approval are not covered.Please see section below:C. SERVICE CALLS3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Regards,

Business

Response:

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

Consumer

Response:

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

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

Regards,

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

Business

Response:

Dear [redacted]:

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

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

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

Best regards,

CHW

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

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

Regards,

Business

Response:

Dear [redacted]:

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

Best regards,

Quality Control Manager

Consumer

Response:

Review: 9870126

I am rejecting this response because:

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

Regards,

Review: 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: 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

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

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

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

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 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

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

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

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

Business

Response:

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

Consumer

Response:

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

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

Business

Response:

Dear [redacted]

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way

to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously.

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User

Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience

this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Consumer’s Desired Resolution:

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

Regards,

Business

Response:

Dear [redacted],

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

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

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

Sincerely,

Choice Home Warranty

Review: 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,