Choice Home Warranty

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: Deny claims on home Warranty. I purchased my home on July 2nd I had the AC serviced on July 6th and it was found to be in good working order with no issues. I called on Sept 9th with as AC issue. The said the coil was leaking. Choice claims it is pre existing and they will not cover it.Desired Settlement: They do what they are supposed to do and not deny people rightful claims.

Business

Response:

Dear Cole WernerOur mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that began on 8/7/15, the claim that you placed on 9/9/15 for your Air Conditioning unit, could not be covered due to the fact that the unit did not come into the policy in proper working order as it is stated it has to be in order to be covered. Please see Section A. Coverage #3 of our policy: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.Also, you had stated that 10 days prior to the date of the claim you had paid a technician $500 to add Freon to your unit and it is not working again. As our rep explained to you that is showing that the unit is not properly working and a sealed system should never be low on Freon. We do apologize but an inspection report doesn’t constitute for a proper maintenance as it is an inspection if the unit runs or not, it will not state if the unit has proper levels of Freon or if the unit was ever maintained.We are not able to cover a claim that is pre-existing to the policy start date and shows a lack of proper maintenanceWe do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Review: I called to file a claim regarding my garage door and ac on 8/22/15. I was charged two twice for two service calls. When both technicians showed up one advised that he was licensed to do both. I didn't understand why they would send two unless it was to take advantage of me and bill me twice for two service calls. The technician looked at the garage door opener and deternined that I needed a gear chain, while looking at my opener he dropped the light cover and broke it into two pieces. He told me he would bring another one when he came back with the part I needed. The claim for the garage was denied and that technician never came back to replace the part that he broke. The technician for the AC came and inspected my upstairs and downstairs unit. He said everything was fine with my downstairs unit but the upstairs unit needed a thermostat so he would call that in and come back to install. We agreed on him coming on Saturday, September 12. He came that day and discovered that a few parts were positioned incorrectly and needed to be repositioned. He attempted to do some work but I had to leave so he didn't complete the work. He came Sunday September 13 and advised that he still couldn't get my unit working with the new thermostat now my relay and transformer would need to be repaired. He advised he would be out Tuesday, September 15 but I received a text message advising he was still awaiting approval from the warranty company so he wouldn't be out. He rescheduled for Thursday, September 17. He texted and advised he was in the hospital. I never heard from the company again. I called the company on 9/21 to find out why another technician wasn't sent and they advised the owner of the company would call me. I opened an additional claim for my downstairs unit because it was now not working. I requested the same technician since they were familiar with the problem. I also requested to reduce my policy to one year because of the customer service provided thus far.Desired Settlement: I would like for choice to complete the job,reduce my coverage to one year, and refund me the difference. I don't feel I should be locked into an extended warranty when I have not received the customer service I deserve. I was spoken to very rudely by the owner of tech design. I hate I chose this company from the beginning.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . I do apologize that you were charged an extra service call fee; I do see that CHW has provided a onetime free service call fee under your policy for you. Also I apologize that the technician for the garage door did not come back to finish repairing what he had broken, that is not something that would be covered under our policy per Section F. #19. On 9/28/15, CHW did reassign a new technician to come to your home and we do see that you did receive that information via email. I have requested that our escalations manager contact you and the technician to ensure that everything is scheduled.. 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:I am not pleased with their service and do not wish to be locked into a 5 yr commitment. I've paid for that much service, however I would like to downgrade to one year of coverage. I will be willing to continue the service for one year. I would like my claim resolved as soon as possible.Regards,

Business

Response:

Thank you for your response, I have documented your policy and advised the Manager in the correct department of your decision to downgrade. Please feel free to contact him during normal business hours Monday - Friday 9-5 and ask to speak with Aaron or please wait as I have requested him to contact you as well.Regards,

Review: Choice Home Warranty makes false promises about refunding money paid to customers who cancel their contracts. I was told that I would receive $120 for signing and returning a release form to them. This release form was faxed on 9/21/2015 to fax Attn: tracy [redacted] and I received a confirmation page stating it was sent successfully. I also mailed the Release agreement to Tracy's attention. I have tried to call he on several occassions. and I have also emailed her on several occassions. She does not return calls nor does she return emails. Today Sept 28 I called cancellation department and they are claiming that they never received fax nor letter I mailed. I know they have received it. Ever since I signed up as a customer, I have been treated with total disrespect and been lied to. They make false claims aand are extremely rude to their customers.

Business

Response:

I do apologize, I have been out of the office and have received the agreement. Your refund has been completed as of 10/1/15. Thank you for the email and the follow up. The funds were placed onto the credit card that you signed up with us with.I am very sorry for the delay of response.All my best,Tracy [redacted]

Consumer

Response:

No funds have been placed into my account and she still does not return phone calls or emails. Customer support says she is there. They are all dishonest

Business

Response:

Not sure of who "she" is but reviewing your claim, I do see that on 10/1/15 the policy was provided a credit to the credit card on file and the policy has been cancelled.CHW

Review: A refrigerator covered under warranty is not working,and CHW is denying to repair. CHW says that repair is not covered because refrigerator is not working because compressor has over worked { compressor is a part inside the refrigerator and covered under warranty] has caused it.Desired Settlement: I bought a new (lower grade ) refrigerator from Sears and want CHW to reimburse. I have not asked sears to haul away the old refrigerator so that if CHW want to to repair it they can.

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 policy we do see that CHW has been able to assist you on multiple repairs for your home, unfortunately the claim that you placed for your refrigerator is not a covered claim due to the fact that CHW does not cover repairs that are secondary damage. The control board failed on the relays to the compressor due to a burnout on the back of the unit. This happened due to the compressor overworking and over amping, when the defrost controls were faulty and the compressor was overworking this caused the board to fail. Per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for repairs related to secondary damage. Your one part of the system had failed due to another part failing. Had the unit been properly cleaned, maintained or maintained this would not have happened. 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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

CHW writes: "Had the unit been properly cleaned, maintained or maintained this would not have happened. " This a claim is by someone who has never seen the appliance and not by the technician who came to repair who will certify that the unit is kept as clean as it can be. (still sitting in my Garage and can be seen). If CHW does not want to reimburse for the replacement refrigerator I have purchased from Sears, CHW must perform the repair. Otherwise I will call a licensed repair company to perform the repair and send the invoice to CHW for reimbursement. Regards,

Business

Response:

Dear [redacted],Per the technicians' diagnosis it was explained to us that the control board failed on the relays to the compressor due to a burnout on the backthis happened due to the compressor overworking and overamping when the defrost controls were faulty and the compressor was overworkingthe board. This is secondary damage and that is not covered per our policy as stated in Section F. Limitations of Liability #19. I am very sorry that this is frustrating for you but I am personally relaying the information that has been provided.If you disagree with the outcome of the claim, you are more than welcome to have a second opinion come and provide CHW with a diagnosis but if the diagnosis is the same the outcome of the claim will be the same.I have documented the notes in the claim to reflect that we advised you that you can provide a second opinion at your cost.Thank you,CHW

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

My home heating system was having issues to turn on, stopped working in the cold Tuesday morning. I called Choice Home Warranty and the job was assigned to an authorized CHW service technician within an hour. The problem was solved within a day. I couldn't imagine how hard the life will be without heater in the winter night. Thank God I got the wonderful service from Choice Home Warranty in a timely fashion. I do recommend this company to potential customers.

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.

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.

This home warranty company uses false advertising and deceptive business practices to avoid paying claims to customers. They also employ aggressive sales tactics and will spam your email inbox with ads for coverage even as an existing customer. Avoid doing business with them.
The claim I put in on a leaking water heater was denied. The company claims that it is not covered, even though it is specifically advertised that it is covered as a home appliance in their brochures and on their website. The explanation given was that the warranty only covers mechanical parts, and the water tank is not a mechanical part. I find this technicality to be dishonest and falsely advertised. It is a transparent tactic to avoid compensating a valid claim under their policy.
The product that they advertise does not actually cover basic home repairs, and is therefore useless. I cancelled my policy for a partial return (pro-rated for several months and minus a cancellation fee). My experience with this company cost me over 200 dollars, of which I saw absolutely no benefit. I wasted time, energy and money.

I would advice everyone to avoid this company at all cost! They are a rip off! Choice Home Warranty will not cover anything that the promise in the contract. If you have minor things they will take care of it but don't have anything major go wrong they will use their favorite statements: You have not maintained the item with normal services, which is bunch of bull. BE aware do not purchase a warranty with this company or you will be sorry!

I was a contractor for CHW for several months . They did NOT pay bills that they set prices for . They would give us authorization for work to be done then after work was done they would change there mind about price. NOT GOOD . I recommend they to NO ONE . BEWARE

Choice Home Warranty, not worth a dime. Cancelled with Choice,signed up with different company. Next issue I had New company took care of it no problems. Choice gave me some song and dance about since the appliance in question was an older unit it was pre existing condition,I have my appliances serviced every year, and this was the first major problem. Choice denied my claim.

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: 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,

Review: My washing machine needed repair. I called for service at 8:00am Sunday morning. Despite the fact that the contract claims 7 days a week, 24 hours a day service within 24 to 48 hours of the initial call. I did not receive a call back until Monday. I was told the technician could not come until Wednesday. I called and asked to speak to the supervisor who told me there was nothing he could do about it. I then told him I wanted to cancel my contract, which is paid up until November 15, 2015. He told me I could cancel but he would not refund the remaining months. I told him he was in violation of the contract and that I would report the company to the Revdex.com. His response was unprofessional and arrogant as he told me to "Go right ahead!" My desired outcome is to receive a refund for the remaining months of my contract of which I paid $395.00 for coverage from October 15, 2014 to November 15, 2015.Desired Settlement: I am seeking a refund for the remaining months of my service contract. I asked for a prorated refund and it was denied by the supervisor. I paid this company in full $395.00 for coverage from October 15,2014 to November 15,2015.

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, you stated that CHW did not dispatch a tech for 2 days; our records show that we did in fact dispatch the technician the same day that you had called in the claim. Per our policy, the technician has 24-48 hours to contact you to schedule an appointment. If you do not want to wait for that provider you can hire your own but as per Section C. Service calls, you must have prior authorization for the work that is completed. In this case, we are trying as a goodwill to reach out to the tech to receive diagnoses on your unit and if possible we will refund you at CHW rates.In the future if you would like to use your own technician or think that CHW is taking too long, please ask for our reimbursement option and the customer service will explain to you in detail of what to do and they will send you a form.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. If you would like to cancel your policy, please refer to Section L. Cancellations. You are not entitled to a full refund but we can cancel your policy and provide you with a pro-rated refund. We do apologize for any rude behavior that was given to you.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: Purchased a home warranty from choice home warranty company. When I filed my claim they sent a technician out. The technician didn't check my air conditioning problem I was having. He got the serial number and model number off of my condensing unit. Went to his truck wrote out a bill took my money and then left. When home or tea company contacted me and told me my claim had been declined. Said that was some lack of maintenance on my unit. Told me to get a second opinion. Got a second opinion and they still denied it. Said it was my fault the compressor went out. Said I did not maintain it. But yet the service man never checked my unit. And everyone that I have talk to says that he did. I was standing in the rain with him when he did not check it. Just want them to do what is right. And honor the warranty that they promised me he would cover my air-conditioning unit.Desired Settlement: Just want it fixed

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, you had provided records of what you had believed were maintenance records. These records were of repairs and they do show that the compressor had failed prior to the start date of the policy. This is a lack of proper maintenance. If a part needs to be replaced on a unit and you do not provide that part for the unit, you are not providing preventive maintenance. The records show that the unit had failures prior to the coverage start date and the technician you had provide us with a diagnosis didn’t say anything different than the one that we had come to your home.We are not able to provide you with a repair due to our policy Section F. Limitations of Liability #12 as well as #1 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.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.Since you are in disagreement with the policy and our terms, we are willing to provide you with a full refund of the amount that you have paid for the policy without any fee’s that normally would be associated with a cancellation. Please contact our office if you would like the full refund and we will provide you with a form to sign.We do understand your frustration and we are very sorry to see you leave us as a customer however; CHW is in full compliance with the terms and conditions of our policy.Respectfully,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: 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: 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: 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.