Choice Home Warranty

We apologize for the frustration you encountered with this claim Per CHW policy, CHW is not responsible for negligence caused by service providers CHW also not responsible for a delay is parts CHW authorized the claim for repair per CHW contract However, CHW sent you a check in the amount of $100.00, the cost of repair, as you decided to replace your system.The details of your situation are not representative of the 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 am rejecting this response because: The Technician stated the coil DID NOT FAIL due to improper maintenance The failure was due to wear and tear YOU denied the claim ONLY after you COULD NOT convince the Tech to change his recommendation YOU LIED on your denial You are a Dis Honest company that is only trying to make money by cheating your customers The system was years old & the service contract was reaching its end THAT'S why you denied the claim

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 the control board and heat strips have failed The technician pointed out that the blower motor assembly on the system is dirty as well as the duct system showing restricted air flow which causes the unit to overheat taking out components This could have been avoided by proper maintenance of the system Unfortunately, failures that are due to lack of maintenance are not covered per CHW policy.Please see sections below:FLIMITATIONS OF LIABILITYCHW is not responsible for the repair of any cosmetic defects or performance of routine maintenanceCHW 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 pressureCHW is not liable for or routine maintenanceCHW will not pay for repairs or failures that result from the contract holder’s failure to perform or routine maintenanceFor 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 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

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 are upset with the claim for your heating system I do see that you did request to cancel your policy with us, we were in the process of doing so for you but you had requested that we stop the cancellation because you wanted the service call fee back along with a full refund of the policy We advised you that per our policy the service call fee of $that you paid to the service provider, does not go to Choice Home Warranty but to the provider that came out to your home Also, per the policy Section LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsThis contract shall be non-cancel-able by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing.The refund that you were entitled to you chose not to take and stated that you wanted to speak to your attorneyYou chose to dispute the charges on your credit card rather than abide by our mutual agreement; we are sorry but that is fraud As stated above, if something such as this happens, CHW does reserve the right to terminate your contact.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused Best regards,CHW

I am rejecting this response because: We have submitted the invoice over days ago to [redacted] and still awaiting her acknowledgement that she has received the invoiceSeveral voice messages were left on her voice mail system and none of our messages have been returnedOn one end it was very nice to receive a call as soon as the initial complained was filed but then we're in unresponsive state againCHW want to brag they appreciate Customer First they haven't yet convinced me that they really are

We apologize for the frustration you have encountered with this claim The information we have received from the service provider stated that the return air flow on the unit is smaller than required for a unit of this size, causing the unit to overheat and cause the heat exchanger to fail If you do not agree with this diagnosis, please provide us with a second opinion We have not received any second opinion diagnosis to date.The details of your situation are not representative of the 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

We apologize for the frustration you have experience with this claim Our records indicate that a claim was filed on 06/12/14, the technician assigned to that claim stated that the unit was completely empty of Freon at the time The information provided by the technician the claim placed on 7/12/14, stated that your compressor shorted to ground due to the unit running while low on Freon When proper maintenance is performed on a system, Freon levels are measured and kept at the appropriate level Unfortunately, CHW policy does not cover failures that are due to lack of proper maintenance The details of your situation are not representative of the 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

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 Septic system placed on 4/26/ Per your request, on 5/14/CHW emailed you a reimbursement form to complete and return for review for reimbursement on this claim The email we have on the account is [redacted] On 2/3/we received correspondence from you in regards to not receiving the reimbursement form that was emailedWe resent the document to the email on file CHW did not deny your claim, the reimbursement from with proper documents was never sent in for reviewPer your request, on 2/9/15, your CHW policy was canceled The details of your situation are not representative of the 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

[redacted] I am rejecting this response because: I did not accept there $offer I told them to send whatever they want but that is not where this will end I have not received anything from CHW nor have I cashed anything from CHW They are just trying to sweep this away

We apologize for the frustration you have experience with this claim The information that was provided to CHW from the invoice you sent in stated that your unit’s tank burst causing the unit to leak Per CHW policy, the tank is excluded from coverage Like all warranty companies CHW policy has exclusions to our coverage All excursions are clearly stated in our policy The details of your situation are not representative of the 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

Complaint: [redacted] I am rejecting this response because:I have personally spoken to the service rep times and he said he stated that compressors can work one day and not the nest dayYou can have a new compressor go out at any timePlease send me written proof of the date that the compressor started functioning at less than capacityOtherwise you owe this claimThe policy was effective with no lapse in coverage on 12/3/and the refrigerator began to fail on 12/20/Therefore the unit was in coverage under the policy terms.Regards, [redacted]

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 see that you had placed a claim for your AC unit once on 11/06/claim number [redacted] and again on 3/2/for claim number [redacted] .We regret your frustration with the outcome in regards to the second claim # [redacted] for your Air Conditioning unit We have looked into both of the diagnosis that the technician had given to us and the first claim that you had submitted was covered under our pre-autho limit but it does show that the unit was lacking maintenance You unit had a clog in the inducer motorAny clogs will be from a lack of maintenance On the second claim he reported to us that the heat exchanger was cracked in two places, he stated that the unit was improperly installed to begin with He explained that the flue pipe is 3” hooked into a Y with the water heater This is not how this unit should be installed Per our policy, as we have stated before we do not cover any unit that had not been properly maintained, also per our policy we do not cover a unit that has been improperly installed.Please see section FLIMITATIONS OF LIABILITYWe are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or applianceWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 that you chose to cancel your policy with us Unfortunately, with the policy being closed and the failures of the unit; we would not be able to assist you with this claimThe details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused Best regards,CHW

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 plumbing issuesAlso we are very sorry that you are upset with the refund amount that we had authorized for your policy I do see that we did offer to cover the cost of the repair although it was a non-covered item The service provider advised us that the “hose bib was leaking and also you have a guest house.” We offered to pay for the “hose bib” and you had declined our offer and requested to cancel I do apologize if the Cancellations Manager [redacted] was at all rude to you and I will advise the other members of the Board of Directors For that, I do sincerely apologize; CHW does not condone that type of behavior.Please see our policy in regards to the cancellation fees:Section LCANCELLATION This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by UsMutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writingChoice Home Warranty was in full compliance with its terms & conditions as you were refunded $for your policy This does include the cancellation fee and the claim that CHW covered for your fist plumbing claim.The details of your situation are not representative of the CHW customer experience We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,Tracy M.Resolutions ManagerOffice of the President Choice Home Warranty

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 plumbing system CHW tries to assign the first available technician to insure customers get scheduled as soon as possible However, scheduling is not done by CHW, but the technician and the customer as we don’t know the availability of either party CHW does give customers the freedom of using their own technician so they choose, through the reimbursement program The customer is required to contact CHW before any repairs are made to verify if the repairs are covered under CHW policy Our record show that you choose to use your own technician and to go through the reimbursement process Upon diagnosis, the service provider stated that water valves in your home need to be replaced He also stated that he has to remove a gallon water heater, which is not the main water heater used for the home Per CHW policy, we cover the main water heater for the home and so the gallon water heater is not covered under the policy CHW advised you that the water valves are covered under the policy, however, the technician you choose was overpricedCHW advised you that we can reimburse you at CHW cost of repair or we can send a CHW service provider to complete the repairs Our records indicate that on 11/21/14, declined a CHW service provider and accepted CHW amount for repair of $ This amount has been authorized to be sent out to you, please allow business days for processing.The details of your situation are not representative of the 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

Complaint: [redacted] I am rejecting this response because:My complaint has not been resolvedAccording to Choice they will not repairClaiming a secondary event when their repair company replaced the oven elementThe repair company claims they did not cause the secondary event when they serviced the rangeI was left with a non functioning oven when the repair company left I remain to have a non working range that Choice and their repair contractor are both refusing to repair This complaint has not been resolved Regards, [redacted] ***

It was a pleasure speaking with you, per our conversation, please send me directly the invoice for the new/used unit that you had purchased and I will bring it to my manager to see what we can do for your claim I have already sent you my personal email but I will give it to you again [redacted]

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home... Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted] , for your plumbing claim. CHW tries to assign the first available technician. However, we cannot control their scheduling as we don’t know the availability of neither the technician nor the consumer. CHW does offer reimbursement to our customer’s if they choose to use their own technician. Our records indicate that the claim was dispatched hours after the claim was place. The service provider reported to CHW that he was advised that repairs have been made when he called to make appointment. Upon review of the invoice of repairs, the information stated that the technician replaced an angle stop under kitchen sink and replaced the main shut off valve on the outside of the home. Per CHW policy, all work done without authorization is not covered. CHW policy also does not cover failures outside the home.Please see sections below:A. COVERAGE1. Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);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.However, in effort of good customer service CHW is reimbursing for the replacing the angle stop minus the $45 service fee due by the customer per claim. Authorization was enter for $75.00 to be sent to you.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

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home
Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php We regret the outcome of your heating claim that you placed on 1/15/ We see that we did send a Service Provider to your home and with the pictures that he sent to our in house technicians the unit had sever rust and corrosion Per our policy Section FLIMITATIONS OF LIABILITY 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.We do apologize for any inconvenience that this has caused but we do look forward to helping you with your future claims.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused.Sincerely yours,CHW

Complaint: ***
I am rejecting this response because:
at last call to choice home warranty they offer $which still not enough to buy a new washing machine, they get back now and trying to offer lower amount ,add to this my payment to the technician which is $45, also I stay waiting for about weeks with inconvenience of washing my cloth in public laundry.I ask for a reasonable payment to buy a new washer with the same features at least according to my contract with them
Regards,
*** ***

Complaint: ***
I am rejecting this response because: This is not the first time I've expressed how dissatisfied I am with your company's inability to provide me with, as you've stated, "high quality serviceYes, my home is my most valuable asset and from the beginning, your commitment in providing a positive customer experience has failed tremendously.All but one of the contractors that I was referred to have blatantly lied when contacted for scheduling appointment timesYou say that you try to send work orders to the first available technician to provide the customer with the earliest possible appointmentThen please explain to me why the companies that have been assigned my order have failed to honor their commitments? For example, I was referred to your contractor ***'s Professional Plumbing HVAC service at ###-###-#### on July 17, After contacting them and leaving a voicemail message, I finally received a return call on July 22, which I missedOn the voicemail message I was advised to contact them for an appointment that morningWhen I returned the phone call, a female answered and advised me that, "no one from the company had contacted me." I then stated that someone from her company had left me a voicemail message advising me to return the call for an AM appointmentShe then stated, "if someone did call me she didn't know who it was and she has no record of anyone contacting me." She also advise, "she didn't know what to tell me." After complaining on you website, I was then referred to ** ** *** Plumbing on July They are the first and only company that has kept their appointment time and completed the workI also placed a claim with you on July for an HVAC heating and cooling service and was referred to *** J's CoLLCI contacted the company, left a voicemail message, and My call was returned on July An appointment was arranged for July before noonI also advised, if they came after noon that they will need to call firstI did not receive a call from this company and the appointment again was not keptI advised your company on your website that I wasn't happyAgain, on July I was referred to ** ** *** ###-###-#### and an appointment was scheduled for July between - AMA whole days work was wasted waiting for your contractor who again didn't have enough common courtesy to call and cancelI expressed my frustration and wanted a refundAfter receiving no response from CHW in reference to my request for a refund, I expressed on your website how dissatisfied I was with the lack of service receivedI again attempted to make arrangements for another HVAC company other the previous twoI was advised to contact CHW in reference to my complaint and was advised that they do no do maintenanceIf nothing was wrong with my HVAC system you don't dispatch a technicianWe'll, it appears that ' s a lie because that is exactly what you've been attempting to doWhen the heating system failed, I placed a claim again on November and was referred to The *** J's CoLLC...ONCE AGAINThe same company that lied failing to keep their scheduled appointmentBefore I realized this, I contacted this company and left a voicemail message, and after awhile received no responseI then requested a different company and was referred to *** Engineering ###-###-####Well, I contacted this company on November 14, and was a informed that all of his technicians were already on jobs and fortunately located north of my locationI was then advised that a technician would be available, but not until the next day, November before noonThis person, who never identified himself, also stated that he would call me that night to give me a more definite time for my AM appointmentI never received that call, so I called the company again around PMI was advised, by the same person, to call back and leave my phone number on their voicemail, which I didI was also advised again, that I would receive a call in the AM for a definite appointment timeAgain, I never received that call, so I called again around AMThe same person answered the phone, " good afternoon,thank you for calling *** Engineering." I explained again to this person that I have no heat in my home, my grandchild was in the home, and it was freezingI inquired when did he think he could get a technician thereI was the placed on hold for approximately five minutesI was then advised that his technician Leonard somebody, who lives closer to me in the Accokeek area would be able to come around noonBut, unfortunately he was on a job and would call me within the hour with a more specific arrival timeAgain, I never received that callMeanwhile my family is still freezing!!!I am extremely exhausted and frustrated dealing with your company and the incompetent, unprofessional contractorsIt is very clear to me that CHW has no intentions of making this right by refunding my money for the contract that was purchased and paid for in fullI have received nothing but poor customer service from your company and your contractors since this contract for purchasedAs I have previously stated on your website, the only thing I want from CHW is a full refund so that I can move forward and in a different direction
Regards,