Choice Home Warranty

Review: Choice Home Warranty is very friendly until you don't do EVERYTHING listed in the policy which was never sent to me. We had a covered repair (water heaters leaking) and I had it repaired to mitigate the damages, (flooding). Because it CHW was not notified PRIOR to the repairs, they denied any part of the claim. ($4,635 repair costs and they claim to owe nothing).Do not sign up with these people unless you are prepared to do everything exactly as they say. With CHW, there is no "spirit of the rules" only, DO IT OUR WAY!.They had no problem in taking my premium payments while not giving me true coverage.Desired Settlement: I would like for CHW to give me a reasonable claim payment for the repairs that were ordered or, at the very least return the premiums that were paid over the past 10 months. If they pay the claim, I will keep them as my warranty company.

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 water heater on 12/22/14. Upon receipt of your invoice for repairs, the receipt stated that repairs were done on 02/25/2014, 10 months before the claim was entered. Unfortunately, per CHW policy, prior authorization is need for reimbursement. Please see 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:

I am rejecting this response because: I believe they could, should and would help me if they truly cared about their customers. I recommend the company owners watch the movie "Rainmaker" to see a picture of what I think of their business practices.

Review: Filed claim with Choice regarding AC not working on 9/14/2015. The technician that Choice contacted came to my homeon 9/15/2015. He stated that the unit needed to be replaced. Choice denied the claim stating that it was a maintenance issue. The technician told both Choice and me that the AC no longer working was NOT an issue due to a maintnance issue. A precious technician sent by Choice when I called n late May or June of this year due to a noise coming from the unit had also told us that the unit was on its way to going out and would need to be replaced.Desired Settlement: Based on the professional review of the technician to.replace the AC unit, Choice needs to approve the replacement of the AC unit providing the allowed amount per the contract.

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, we do see that you had placed a claim for the AC unit on 5/24/15; the technician completed the work under authorization, he advised that the unit was making noise still and we advised you that per our policy, noise is not a mechanical failure and that would be something that you would have to repair at your own cost. We also advised you that this could be found upon your routine maintenance that you should have had.On 9/14/15 when you placed your claim for your AC we then found that the compressor had failed. The technician did try to fix the issue by replacing the dual cap and placing a hard start to the unit but due to a lack of proper maintenance, this unit could not be fixed. If you had the unit fixed for the noise prior to this claim, the unit would not have seized therefore, this claim was not covered for a lack of proper maintenance. Per our policy Section F. #12. CHW doesn’t provide maintenance to the customers as we will repair or replace providing the unit is within the standards of the policy.We do see that you had chosen to cancel your policy; due to this we are not able to reopen the claim or provide any type of assistance towards it. We do regret your frustration; CHW is in full compliance with our terms and conditions of our policy. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Review: called in about my hot water heater not heating the water. CHW sent out a repair man to fix it and he showed up told us that it was the element and it would have to be changed. So we agreed to the repair, but what we didn't bargain for was the hot water heater leaking after he left. So we called CHW again and they sent out the repair man again and then was told to bad so sad your leak is not covered even though there repair man broke it. So the repair man hands us another bill for $829.00 for a repair that should be covered by this joke of a warranty I purchasedDesired Settlement: New hot water heater and a full refund of my policy.

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 water heater. Upon diagnosis, the service provider stated that your unit’s heating element will not allow the unit to drain; he also stated that your unit was leaking from the tank. Unfortunately, Per CHW policy, the main storage or holding tank is not covered.Please see section below:D. COVERAGE6. WATER HEATER (Gas and/or Electric)EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.We understand if you believe that the service provider damaged your unit. However, per CHW contract CHW is not responsible for negligence of the technician. If you believe that the service provider damaged your unit, please contact the service provider directly. Please see section below: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.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:

They do not give the service that brag so much about. So I want my money retuned in full in the amount of $399.00 And I will make sure I never do business with them again.

Regards,

Business

Response:

We apologize for the inconvenience this claim has caused you. Per CHW cancellation policy, consumer’s that cancel after the first 30 days are entitled to a prorated refund minus $50.00 cancellation fee and any services fees incurred by CHW.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. However, in light of good customer service, CHW is offering to not prorate you refund and waive the $50.00 cancellation fee. CHW will only deduct the fees incurred. The refund amount would be $244.00. Please contact CHW to accept this refund.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

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

Regards,

Review: We have purchased a Total comprehensive warranty for the appliances in our home on 6 November 2015 and made our first monthly payment to them at the same time. Unfortunately, on 7 December 2015 our side by side refrigerator/freezer gave out on us and stopped cooling. We called Choice Home warranty and they sent a service person out to our home the next day. The service person contacted Choice Home Warranty explaining that the compressor and relay switch was shut and it was less expensive to replace the appliance. We did not hear from Choice Home Warranty and called them 2 days later. We then were told that it takes a long time for a compressor to break and therefore it was a preexisting condition which they do not cover. In the meantime, all food spoiled. We feel it was deceptive business practices, because no where in their contract does it say that they will cover appliances older than a certain amount of years. We had to go out and buy a new refrigerator/freezer. When we called CHW again, they again stated that they will not cover any losses.Desired Settlement: We expect reimbursement for the cost of a new refrigerator/freezer, and refund of the 2 months paid membership.

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 we do see that you had placed a claim with our company on 12/7/15. This was one day into the policy, per the technician’s diagnosis it was stated that the compressor had gone bad and needed to be replaced. He stated that the relay was bad as well and would also need to be replaced. We were advised that this type of failures could not happen within the day that the policy had begun. Per the policy, Section A. Coverage #3 states that all units must come into our policy in proper working order. You are provided 30 days before the policy begins to ensure that all of your units are working properly before the actual policy does begin.We also state in Section F. Limitations of Liability #1 that CHW does not cover failures that are pre-exiting to the policy’s start date.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The refrigerator/Freezer was in perfect working condition until the day of the claim. That it decided to break down just one day into the coverage after having made already 2 payments to Choice warranty was a very unfortunate coincidence. We purchased this home three years ago with all electrical and non electrical items working properly as per our inspector said. ALL electrical appliance were in almost new condition and worked great. By letting you know this, you can understand that we are frustrated. It should not make a difference in your coverage if an item breaks down one day into coverage, or 1 month, or one year into coverage. We went ahead and purchased a new one and now wonder, if we have to purchase an appliance new every time it breaks down, we would encounter a manufacturers 5 year extended warranty and that leaves us to concluded what our money is wasted on a coverage by you that the manufacturer already covers. We can provide dozens of family members witnessing that the refrigerator was in fine condition days and weeks before the claim, since children, their spouses, and grandchildren enjoyed getting a drink of water with ice multiple times just the day and weeks before it broke down.

Regards,

Business

Response:

Dear [redacted],We do understand the frustration with this claim however an inspection report does not prove that a unit had been properly maintained. An inspection report will show that the unit turns on and off. This unit had multiple failures, the compressor and the start relay cannot stop working within one day. It would take time for these failures to occur and therefore did not come into the policy in proper working order. Per our policy we do not cover failures that are known or unknown to the policy and Section A. coverage, all units must enter in proper working order.As a goodwill gesture, we can provide you with a onetime free service call fee to add to your policy for any future claims that you may have.We are not able to provide you with any coverage for this unit and in order to have it covered under the policy again; we would need you to submit proof of repair.We regret your frustration and hope that you accept the goodwill gesture of the onetime free service call fee.Best regards,CHW

Review: They won't cover my claim and they state never pay for a repair again and they lied to me when I signed up they said after I pay my 45 dollar service fee I would have to pay a penny moreDesired Settlement: Want to be paid for my repair. That will cost me 3000 dollars

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 heating system. Upon diagnosis, the service provider stated that your heating system exchange is cracked due to rust of the exchanger. Unfortunately, CHW policy does not cover failures that are due to rust and corrosion.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: May 28, 2014[redacted]To Whom It May Concern:I am writing this letter to ask for help with a company called Choice Home Warranty. They are supposed to sell coverage that will cover all appliances: water heater and much more. I had a problem earlier with them paying for my washer but they finally settled for less than what I should have received.Now I have a problem with them paying to fix my air conditioner. On my annual checkup I found out that it was pulling too many amps (18.8) and that would make the unit run up the cost of electric. They told me that it was working so they could not do anything about it. I said it is not working properly and they need to do something about it. To make a long story short, my wife came home yesterday and found that our electricity was off. Upon my checking the breakers I discovered that the air conditioner was sparking and then throwing off the breaker. I again called Choice Home Warranty. After a lengthy discussion (with [redacted] the Manager) they finally sent out a man to check. It definitely was the air conditioner compressor that was shot. He sent in a work order to the company. This morning when I called I was informed (by [redacted]) that since I did have all the service records for the air conditioner that they would not cover the repair. I took out this policy in good faith that my wife and I would be covered. We are living in Florida and it is quite warm and humid. My wifes health, as well as my own, is not the best for us senior citizens. We are forced to pay for this major repair out of our limited budget. If you need any further information I would be happy to forward it to you. Thank you in advance for any help that you may offer to us.Desired Settlement: I would like for them to honor the contract in which I purchased from them. I needed the air conditioner because of my health so I had to pay for it out of pocket which I feel they should pay for and honor the contract.

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 #[redacted] I do see that we requested maintenance records for your unit. If you have them and can provide them to me, I will be able to show my supervisor and see what we are able to do for you. Per our policy we expect the customer to follow the manufacture's requirements of maintenance.

Please send the records to my attention and I will look into this matter further for you.

Consumer

Response:

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

Review: Dear Revdex.com,

On or about 17 FEB 14, I received a CHW claim reimbursement form emailed from their office for a covered $125 plumbing repair (true document copies available). This was returned on 17 FEB 14 as agreed with the following: $125 paid minus the $45 CHW service fee deduction for a parti** reimbursement due of $80 payable within 30 days.

It has now been well over 30 days with no parti** reimbursement received.

Respectfully submitted,Desired Settlement: Overdue parti** reimbursement of $80 immediately paid as agreed by the parties in writing.

Business

Response:

Dear Mr. [redacted],

**though it is against our policy to pay customers once they have cancelled their account, we are willing to pay you the $80 that you are requesting. I will email you the proper paperwork to have the funds released.

Thank you,

CHW CUSTOMER ADVOCATE

Consumer

Response:

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

[redacted] appears to be a cut above. We have **ready exchanged the Agreement for preexisting payment due and owing since 17 FEB 14 (att); therefore it is unclear as to why there are further delays and the leg** basis of the statement "**though it is against our policy to pay customers once they have cancelled their account" while you do not even pay when......

Origin** Release Agreement **so attached. Why is a duplicate necessary? Notwithstanding I look forward to a swift conclusion of this matter, and my best to you [redacted].

Regards,

I needed help with my washing machine. They were very prompt in responding to my request. Because of my location, a 2nd dispatch was required in order to find someone who serviced my area. They took care of that promptly. They were very diligent in contacting me, by e/mail and phone. They were unable to fix my machine so they are sending me a check in the amount of 300.00. That was based on replacement in my area. I have yet to find a machine comparable to mine for 300.00. There service was great but replacement value, not the best. I don't know how that is figured but I think it could be better.

Review: I have two separate and unrelated issues regarding items covered under the so-called warranty coverage provided by Choice Home Warranty.

First, I had a service repairman associated with Choice Home Warranty look into an issue with a dishwasher at a property I own. Ultimately, it was determined that the cost of the repair would have exceeded the value of the dishwasher. As a result, Choice Home Warranty decided that they would send me a check for $260 to replace a dishwasher that cost $450 (not including install cost) about 4 years ago. Needless to say, I cannot find a suitable replacement installed for less than $461.10. I have another warranty through a different company for my primary residence. When my microwave went out at primary residence, the warranty company installed a comparable or better microwave at no additional cost. They didn't just send me a check for almost half the replacement cost and say, "Well, that's that.

My second issue was with work that was performed on my AC unit at the same house. The tech said there was a leak and that I would have to approve the leak detection test as it was not part of the warranty. Fine. However, once the source of the leak was detected. I was required to pay for all repairs and the replacement of the freon that had leaked out. Total cost to me: $350. I understand I am responsible for the service call and leak test, but Choice Home Warranty needs to share some of the responsibility. THIS IS WHY I HAVE A WARRANTY TO BEGIN WITH!Desired Settlement: First, I would like a check for $201, which is the difference between the cost of a new dishwasher installed and the check that is already in the mail.

Second, I would like monetary compensation for the repairs associated with the AC 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 policy, we do see that you had placed 2 claims with CHW.4/2/15, you placed a claim for your dishwasher; upon diagnosis it was said by the service provider that the cost of the repair was not worth the unit. Therefore, CHW offered you the amount that we would have paid for the same unit. Our offer of $260.00 was agreed by you on 5/5/15. We have authorized a check in that amount for you. Per our policy, F. LIMITATIONS OF LIABILITY 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.5/5/15, you placed a claim for your AC unit; upon diagnosis of this unit the service provider stated that the unit was low on Freon and that a leak test was recommended. Per our policy, the leak test is not something that is covered. Also, because the leak test does include the removal of all the Freon, the customer is responsible to have the Freon replaced to conclude the test. Due to the fact that the test itself is not covered, neither would the Freon being placed back into the unit. Per our records, we do not see that the provider called us back to give us the proper diagnosis to determine if the actual claim itself was covered. We only see that they advised that the leak test was required.Please see Section D. COVERAGE4. AIR CONDITIONING/COOLERNOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.Please have the provider contact us to finish the evaluation of the claim as we do not have a final determination.Best regards,CHW

Review: I own a home warranty policy from Choice Home Warranty (CHW). CHW has denied my pool pump, clothes dryer, and my air conditioner which have all been denied this summer due to "pre-existing conditions." The most serious of their denials concern my air conditioner. On 20 Aug, I called CHW to report that my air conditioner in the garage had a pool of water that collected under the unit, and the upstairs ac unit was blowing warm air. CHW stated I would receive a call from an Air Conditioning repair contractor within 24 hours. I asked if my claim could be expedited due to 5 children, 2 pets and daytime highs 95 degrees.. I received no communication from Choice or any repair company within 24 hours.

I called CHW again on 21 Aug, they explained they have a shortage of AC contractors and I could call anyone I choose and would be reimbursed. Later on 21 Aug, I called an AC repair company called One Hour Air that came out to my home that evening to troubleshoot the unit. The One Hour Air technician spoke with CHW company twice on 22 Aug to explain their diagnostics and that they recommended both units be replaced due to the age of the units, leaks and bad coils. On 22 Aug, I called CHW and spoke with a representative named [redacted] who stated that my AC claim was denied due to pre-existing conditions. I explained to [redacted] how frustrated I was with my entire experience with CHW, [redacted] apologized and explained that she submitted my denial for further review and asked me to call back on Monday, 25 Aug to speak with [redacted].

I called CHW several times on 25 Aug and left messages for [redacted]. I also looked up CHW on the Revdex.com site and there was a statement to please call [redacted] G at CHW before submitting a Revdex.com complaint. I spoke with [redacted] on 25 Aug at 11am, I explained my history of denied claims and she promised she would call me back with a resolution before she goes home. I never received a call back from [redacted] or [redacted].Desired Settlement: We are a military family and have always protected our homes with home warranties through 12 household moves and 2 deployments. We decided to try CHW due to their pricing and flexibility to use our own repair contractors if needed. As a consumer and customer of CHW, I have never been treated so poorly or observed a company so blatantly ignore their responsibilities as stated in their marketing and sales literature. CHW could not find any AC repair company to respond to my AC claim, they could not return any of my phone calls after I found my own AC repair company, and after discussing my frustrations and claims with a CHW senior manager ([redacted]), she could not call me back with a resolution as she promised. My AC units were diagnosed by One Hour Air to require complete replacements due to age, leaks, and coils, and all of the diagnostics were provided to CHW. I was forced to finance $9,100 for this repair and new AC unit and request a 100% reimbursement.

Business

Response:

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

We regret your frustration with the outcome in regard to claim #[redacted] for your Air conditioning system. Upon diagnosis, the service provider stated that the evaporator coils on both units are leaking Freon due to rust and corrosion. The technician also pointed out that the failures couldn’t not have happened in the small amount of time your policy was active. Unfortunately, CHW policy does not cover failures due to rust and corrosion. The policy also does not cover failures that are pre-existing.

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

F. LIMITATIONS OF LIABILTY

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.

8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.

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:

[redacted]

I am rejecting this response because:

This claim was submitted on 20 Aug 14, CHW stated that I would receive a call from one of their AC service providers within 24 hours. I did not receive any contact. I called again on 21 and 22 Aug and asked repeatedly why I have not received any call from a service provider, CHW stated that they are having difficulty in my area and to call my own service provider and they would reimburse me. I did exactly what they requested. CHW states that this claim is not covered due to rust and corrosion; this is fraudulent because every AC unit has rust on the coil unit. I have 5 children and 2 pets and had to have my children sleep at friends homes due to the heat inside my home and daytime high temperatures of 95 degrees in Florida. This unit failed during the coverage period of my policy and according to their policy in section D, paragraph 4 it should be covered. Furthermore, CHW could not find any service provider and then requested that I find my own service provider. This claim should be reimbursed 100%.

Regards,

Business

Response:

We apologize for the frustration you experienced with this claim. We try to set our customer’s with appointment with the first available technician. However, we cannot guarantee our service providers’ scheduling. The service provider reported that you’re unit’s evaporator coil is leaking Freon due to rust and corrosion of the coil. Unfortunately, CHW policy doesn’t cover failures that are due to rust and corrosion.

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: This is a warranty company who is expected to assist with fixing the non-working component at house when it is discovered. I got the warranty about 2 months ago (out of which I cant use it for a month). I filed a claim for my heating system and they told me it is a pre-existing condition because this is the first time I turned on my heating system this winter; This was a shock as I don't think anyone in their right mind would turn on their heating system in the summer to check it is working fine. They would not honor the claim so I requested a refund for the service as they would not provide clear definition on why any of the future claims would get denied. When I asked they told me as I stay with the service longer then it is less likely to get denied. So then my question becomes that what if a week from now something else fails then I would be in the same condition where this service is Useless.

I requested a refund for which they took $50 out as Admin fees (which I arguable accepted), but then I was charged additional pro-rated amount for the month it took me to file a claim and another $45 for the person to come to the house to take a look at the unit- This was really unfair and uncalled for as when I was sold the service I would told everything would be covered and then I get slapped with this.

They did offer $200 to get repaired (for the $495+ bill) for which the unit is warranted for parts. This didn't make any sense since I would be in the same situation of someone else breaks and then I would be committing to their service.Desired Settlement: Two options and contract clarification:

1. Refund me as a whole

or

2. fix the heating unit (in this case most likely pay for the repair which ill get from another vendor)

Contract needs to be clear on the Pre-Existing condition. There is a 1 line in it which is too vague and also need to be clear on seasonal items.

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 that began with CHW on 11/3/15, we

see that you placed a claim for your Heating System on 11/17/15 stating that

the unit would not come on at all. CHW

dispatched a technician who stated to us that the inducer is stuck and won’t

break free. The inducer assembly is a

component that wears down over time and a lot longer than the 14 days that you

had your policy for.Per our policy Section A. Coverage #3 states that all units

must be in proper working order on the start date of the policy. This claim was

not covered since the policy had just begun and you stated that the last time

it did work was last year. On 11/24/15, I

do see that we did offer you a goodwill gesture for this claim to assist with

the repairs but you had declined.We do regret your frustration with this claim however CHW is

in full compliance with our terms and conditions of our policy.Best regards,CHW

Review: A dishwasher in our rental home is not working. They find all the excuses not to honor warranty. The report finds debris at intake and they interpret as debris getting into the pump and that is the root cause of the problem, and thus deny warranty. They do everything they can not to honor warranty.Desired Settlement: Get the dishwasher fixed. The door switch is not working, which needs to be replaced. The pump is leaking causing stain to the dry wall. Get the external leak fixed.

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 account it appears that we have processed and approved the following claims:• 01/21/13, [redacted], Pool/Spa, $184.53• 05/15/13, [redacted], Dishwasher, $50.00• 06/03/13, [redacted], Pool/Spa, $315.47We regret your frustration with the outcome in regard to claim #[redacted], for your Dishwasher. Upon diagnosis, the service provider stated that straws, plastic and other non-food debris caused the motor to fail. This is not a normal wear and tear failure. Unfortunately, CHW policy only covers failures that are due to normal wear and tear. Please see below:Section A. COVERAGE2. Become inoperative due to normal wear and tear;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 unit is a little over 14 years old. I contacted them (CHW) to let them know that I witnessed the unit going out and that it made a flat tire sound when it went out, I went and inspected the unit myself and did not see anything out of place, all I knew is that the unit had gone out. I get my unit serviced every year and never had a problem with it or did I think that it would go out. With that being said I have never kept receipts as it relates to my unit or servicing. So, when I called CHW they sent out their repairman the next day, June 16, 2014. The serviceman came and looked at the unit, did not run any test, and informed my husband that the unit had to be replaced and that he needed to get authorization. So, the serviceman wrote up the report and indicated that there was a piece of metal in the unit. However, this was not there before him arriving to my residence. He had also taken pictures of this and indicated to CHW that this was the cause of my unit going out. However, the diagnosis that he gave us was different than what he submitted to CHW, what he submitted. I was able to contact CHW and they explained this to me. The technician took pictures and everything. They said that my unit should have lasted longer than 14 years. However, as I further investigated and got confirmation, a condenser lasts from 10-20 years. I found that further down south, which is where I am located, those units may not last as long as the units up north. See attached link for (What is the Average Life of an Air Conditioning or Heat Pump Compressor/Condenser: http://inspectapedia.com/aircond/AC_Compressor_Repairs.htm

However, the real problem came when I got a second and third opinion from 2 other professionals and they indicated that the unit went out due to normal wear and tear and that this metal piece was not the culprit. I was able to get one of my technicians on the phone while I spoke to CHW, that is when [redacted], one of the supervisors, came up with every excuse as to why the unit might have gone out and that the technician is going to say that because they see this type of thing every day. The main issue was my technician asked were certain test ran to make the diagnosis she said that she did not know as well as the gentleman that my technician spoke to prior to us calling 3-way. So, the neither proper test nor diagnosis was assessed by their technician.

I informed them that I have a medical condition as well. So, Ms. [redacted] said that she was going to have the manager call me. At any rate the manager called me on June 24, 2014 and said that he would try to help and did I have my maintenance records. I told him that was really reaching and with that he said that they would not replace my unit.Desired Settlement: I would like for my unit to be replaced. I have done all that I am supposed to do. However, the company is trying to find every reason not to replace the unit. To many of their reviews have the same problem. In lieu to that they then bounce you back to the technician that they send out and say that he can fix it. If this isn't a set up then I don't know what is.

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 [redacted] for your Air Conditioning unit, the Service Provider explained to us upon diagnoses that, “Premature failure of the condensing coil, resulting in a non-repairable leak and requiring replacement of the condenser coil or the unit. Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance they can last decades normally outlasting every other part in a condenser. So that being said, Non-repairable leaks in condensing coils less than 30 years old are caused mainly due to a lack of proper routine maintenance, yet can also be caused by an improper installation or improper previous repair or design, and in rare instances a manufactures defect which would usually occur while unit is still covered by the manufacturer, the only other way would be physical damage, from lawn equipment, hail etc.

Per our policy, please see SECTION D: COVERAGE:

NUMBER 4: AIR CONDITIONING/COOLER:

EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.

SECTION F: LIMITATIONS OF LIABILITY:

4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.

8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.

12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.

We are very sorry to see that you have cancelled your policy with CHW. 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.

Regards,

CHW

Consumer

Response:

I am rejecting this response because:

The information that they are providing does not have to do with my complaint. My system has always been kept up and then the business came back to ask did I keep the records. I really felt that they were reaching. In addition I had 2 qualified technicians come out and tell me that my system went out because of normal wear and tear and even had one on the line when I spoke to CHW. However, their customer service REP disputed what he was saying and he clearly told her that what he saw did not make sense to the claim that their technician was claiming as to the reason my system went out he went on to say that it was not the cause. At any rate CHW is a very fraudulent company and I do not advise them to anyone because they will rip you off. In addition CHW bounced the business back to the technician that came out to check my system, that they sent, and said that he would be able to fix it for a reasonable price. In lieu the customer service rep had indicated that my plan was only in effect for 11 days where I, in fact, have been with them for over a year.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

What the technician pointed out, the maintenance of the unit, was totally false. I had 3 technicians come out and diagnose the problem and all 3 (Sears, Reliable Heating and Air, Polain Air Conditioning) said that it was normal where and tear. The metal that the technician was referencing did not cause the failure. This piece of metal fell in the unit when it was open. Again, this was addressed by all 3 technicians who clearly stated that it was normal wear and tear. I have always had my unit maintained yearly. However, I have found that anytime CHW had to replace a unit the chances of that happening was next to none. Therefore, to have them was a waste of money. Also, the business was bounced back to the technician who said that he could fix it for me for $2500. I feel that I was taken and the company was a waste of my time and a whole lot of money.

Regards,

Business

Response:

Dear [redacted],We apologize for the frustration this claim has caused you. The information we received from the technician assigned as well as the technician you choose, stated that the unit was not maintained properly. CHW requested that the consumer submit records to ensure that the unit was maintained properly; to date however; we have not received anything from the you. Unfortunately, CHW does not cover failures to lack of maintenance. 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

I have only had this warranty a short period, but I am extremely satisfied with the service. I have another warranty on another property, and they do not respond as readily as Choice Home Warranty. Their rates are also cheaper. Their response time has always been within 1 to 2 hours of my request.

Review: Filed a claim in April of this year on a built-in oven because the door lock would not work. I was told that door locks were not covered. I accepted that because so read the contract. I filed another claim because the repairman told me that the oven sensor and the fan were not working properly. I was told that they would not replace the oven because the oven was repairable but the parts were obsolete. All they could do was to Pay me what the repairs would cost. I was told that they had the option to replace the oven or pay the cost of the repairs. they took the option to pay the cost of the repairs which was $450.00. I replaced my oven at a cost of $1400.00. Choice's advertisement says that if they can't repair an item they will replace it. #2On June 23, 2013 I filed a claim because my A/C was not heating. Choice denied my claim and I paid $2000 to replace my A/C was not repairable. It appeaes that choice's contract is written so as to never replace an item even though they advertise if they can't repair they will replace the item. I have friends who have contracts with other companies and the ir companies replace the items.Desired Settlement: I would like for chioce to pay me what it cost to replace my oven. $1400.On

Business

Response:

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

experience and we sincerely regret your frustration and discomfort.

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

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

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

we rate our contractors.

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

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

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

CHW offered you $280 because that is what the repair would cost if the parts were available, CHW cannot control the availability of parts by the manufacturer.

Please see the terms of your agreement below.

F. LIMITATIONS OF LIABILITY

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.

Review: June 25, 2014

This is the letter of dispute I sent to [redacted] at Choice Home Warranty

PROPERTY ADDRESS: [redacted], Md. 21206

###-###-####

Dear [redacted],

I am a paralyzed widow that was told that the coils on my 8 yr. old refrigerator were clogged with dirt, which caused a breakdown of my appliance.

I was also told that I should have pulled the fridge out and vacuumed the coils. I mean really, how many people pull their refrigerator out to vacuum the coils? It is humanly impossible for me to do that. The service man, not once showed me physically any dirt or dust behind the refrigerator, when looking at it! I am writing to dispute the findings on my Hotpoint Refrigerator. I came home immediately after my conversation with your most pleasant customer account claims representative. My husband passed away in Sept. 2001, after battling Lou Gehrigs Disease. I called GE APPLIANCE today 06-25-2014, that produces Hot Point at ###-###-#### and spoke to a representative that confirmed my refrigerator was registered upon delivery, on line July 12, 2006, In my serial number is the letter G which stands for the month of April, and the letter L which stands for the year 2006, and that makes my purchase 8 years old, And Choice insisted that the age of my refrigerator was well over 12-14 years! I beg to differ! This is the information I received today 06-25-2014 from GE appliance. When speaking with the repairman on yesterday, 06-24-14, he stated that someone from Choice would be calling me to give a Buy-out offer, and that is what I expected.

I am calling GE's Consumer Relations department, in case you need this information, but if you call the telephone number listed above, you can confirm this information.

Should you have any questions I can be reached at ###-###-####.

Thanking you in advance for your attention to this matter.

Sincerely yours,Desired Settlement: I desire to have a settlement offer so that I can purchase another refrigerator, because as of now I have none!

Business

Response:

Dear Ms. [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:• 07/09/2013, [redacted], Plumbing System, $65.00• 10/03/2013, [redacted], Plumbing System, $30.00• 03/02/2014, [redacted], Dryer, $405.00We regret your frustration with the outcome in regard to claim # [redacted], for your Refrigerator. Upon diagnosis, the Service Provider stated that a dirty condenser coil has caused the compressor and the condenser fan motor to both fail. The Choice Home Warranty contract requires that all units be serviced and maintained in accordance with the manufacturer’s specifications. Please refer to the below contract exclusions:F. LIMITATIONS OF LIABILITY4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance8. CHW is not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. CHW is not liable for normal or routine maintenance. CHW 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

Purchased a home warranty upon purchasing a home recently. Had a Airconditioner Compresser break down - Called went through the channels of using their assigned approved technichians and was told after many different calls and tranfers that It would not be covered due to lack of Maintenance. How can you do; or provide proof of Maintenance on a Property you just purchase.
Being in the mortgage industry I will be informing EVERYONE I talk with not to use this company.

Review: Bought home warranty for home we bought. The salesperson LIED saying it covered all the appliances in home. Said they had service persons in Rome, Ga. Lie #2. filed claim on refer service person comes from Alabama. When you get booklet with fine print you find they don't cover much of anything and you have to pay a $45. charge when repairman comes out just for them to deny claim. Would like to get part of my money back as they haven't done much for the $450. plus the 3 $45. I feel they are takin advantage of people on fixed income and just doing a bait n switch.Desired Settlement: Would like prorated refund went effective on 30 Nov. 2015 bought house on 19 Nov. 2015 moved in Dec. 1 so haven't gotten any help have paid out pocket. Would really be nice if they paid part of the water heater and refer.

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, we do show that CHW has assisted you in previous claims in the amount of $410.92 for the claims that you had placed. We do see that you placed a claim recently for your water heater and stated that it was not heating. If we would have known that it was leaking, we would have advised you to review your policy that you received prior to the coverage date, to see that we do not cover the actual tanks. This is stated in section D. Converge #4.We do understand your frustration and if you chose to cancel, please see Section L. Cancellations. The payment of $420 that you paid for the policy would be pro-rated along with a deduction of paid claims and an administrative fee of $50.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Sincerely,CHW

Consumer

Response:

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

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

Regards,

Review: Prior to initiating a claim with the Revdex.com I sent this letter to Tracy at Choice, and left a msg on her voicemail as well.

Good Morning

At the beginning of last week at the beginning of last week I went to the Revdex.com website ultimately to file a complaint about the service received from choice home warranty. While on the website I found your contact information and a request to reach out to you prior to filing an official complaint, so here's my story. I initially called and left a message on your voicemail with no response. Your company was contacted for a repair on a furnace in December 2015. When the company came out they advised that there was a part that needed to be replaced due to rust. At that point a claim was initiated, after the contracted company submitted their rust findings CHW denied the claim citing pre existing problems. I called CHW to gain further understanding, at that point the representative advised that they would pay half the cost to replace the part that was December 23rd. CHW also gave me authorization number and advised me to give temperature design the authorization number. I called them back the same day and left a message for James (technician) on his voicemail, but received no answer. After about 4-5 days I decided to call CHW back and they advised me that they would give the information to the owner of the company for the repair to be completed. I received a phone call from the owner of the company on January 4th. The owner was apologetic about the situation and said that he would order the part for my repair and it will be completed within 2 - 3 days. I received a phone call on Friday afternoon stating the technician had a cancellation and he could come and replace the part on Saturday morning. Saturday morning rolls around and again there's a problem. I get an email from the CHW saying that additional work is needed to be completed and it will be an out of pocket cost to me. I called the owner of the company back and no one answered the phone (according to information found on the internet his business hours are 8 a.m. to 8 p.m.) on Saturday. I didn't physically speak with him until yesterday morning which was 11th of January. It has been almost 3 weeks from the time the initial repair was supposed to have been made and still no repair. It has been very cold here the lowest 29 degrees and I just want the repair to be completed. I have two policies this claim was submitted under policy [redacted]. Thank you for taking the time to read this complaint.

Respectfully,

Charlene JaudonDesired Settlement: I would like the repair to be completed at the cost stated without the additional 85 dollar addition due to the time frame and preferably using a different company as it appears to be some deceptive practices in place.

Consumer

Response:

At this point I just want to be done with Choice Home Warranty. I called and they tried to rectify the problem by stating they would issue me a check for the additional fee for the service repair, however now the repair company will not return my call so I can't make an appointment for the repair to be completed. please close

Review: I have a Plumbing issue that last 10 minutes, a plumber comes to my house, looks at the job for 2 minutes, calls the warranty company I pay every month to have and is told it's not covered. He takes my $45 and leaves, I call the Customer service Dept very upset and after telling him to cancel my account and advising him I was filing a complaint, he disconnects the phone on me. This is stealing money from the consumers and I missed a day from work because of this. This is an Injustice for a poor family like mine.Desired Settlement: I want my Money back ( $45 ) plus monthly payment or for them to come fix my problem which isn't rocket scientist. Thank you

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 you had with CHW, I do see that we had paid out $258.00 for claims under your policy. I do see that you had placed a claim on 10/26/15 stating that you had a plumbing issue and you stated that the “whole drain parts connected to that go from the wall to the sing needs to be replaced.” The technician diagnosed the issue to be an improper installation.On 10/27/15 we advised you that per our policy, Section F. Limitations of Liability #11 states that we do not cover improper installation.We are very sorry that you chose to cancel your policy with us however CHW is in full compliance with the terms and conditions of our policy. Respectfully,CHW