Choice Home Warranty

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

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

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: 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: On 6th of December 2014 at around 8:45 am, I [redacted] suddenly observed that the heating system stop working. I just thought it was regulating itself. But the house temperature becoming dropping and we started feeling cold. I immediately contacted choice home warranty and I was given a claim number #[redacted].The technician did not come until Monday 8th of December 2014 around 3:10 pm this technician left without checking anytime complained that He has a hip problem and cannot get to the crawl place where the heating system was located. On the same day another Technician was assigned to come but he did not show up until the following day 9th of December 2014 at around 12 PM, This technician also refused to go the crawl place to check the heating system. At this time we called choice home warranty claim department and complained of bitter cold we were experiencing in the house with my three kids and my wife, at last they assigned the third technician to schedule against December 10, 2014. This technician came around 9 am , he checked the heating system and came out with a broken heat pump circuit board made by[redacted]. After a while my wife and I made several calls to choice home warranty in order to check the status of our claim , At this time around the claim department denied our claim by saying that due to what the technician sent to them the damage was due to water damage! I talked to their claim department supervisor they promised to get back to me . At approximately 12 pm I made another call to the same claim department they still left the claim denied! According to their policy coverage it was stated there that both ELECTRICAL SYSTEM, WATER SYSTEM AND HEATING SYSTEM have a TOTAL CORVERAGE PLAN. However, Technician [redacted] sent an e-mail to the claim department advising them as the[redacted] called [redacted] of [redacted]. to fix this problem for me for the safety of my entire family protection. which cost me $5,500 .Desired Settlement: I now decided to go ahead a hire a [redacted] called [redacted]. to fix this problem for me for the safety of my entire family protection. This broken heat pump circuit board could not be found anywhere after contacting many distributor dealers that carried the product, I and the technician [redacted] travel all the way to Virginia at one of the [redacted] product distributor all efforts to get this circuit board proved abortive we finally end up changing the entire heating and cooling system which cost me $5,500 . All these was bought and fixed in an emergency manner on 10th of December evening through 11th of December 2014 at around 6am all the job was completed and heat is working for my family. Finaly, I attached a copy of my policy and the coverage, pictures of the damaged circuit board, copy of e-mail massage from Choice home warranty Technician to claim department saying that the damage was not due to water, picture of old entire

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 technician stated that your unit’s circuit board and wires have failed due to water and fire damage. Unfortunately, per CHW policy, failure that are due to water and/or fire damage are not covered under the policy.Please see section below:F. LIMIATIONS OF LIABILITY8. 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

Review: This company has been called to my house for 4 different things, they fixed one. Two others they said that they don't cover that specific item, even when the sales personnel stated that they did and their commercial states they provide their customers with what they need to get back on their feet. The last event a plumber came out and did not fix the problem that he was called to fix, he fixed something else and stated he fixed the problem on my form. However, told Choice Home Warranty that the home owner installed somethin incorrectly and therefore voided the contract. I was left with leaky plumbing and Choice did not except back a plumber that lied and falsified documents simply to get paid.

Neither the plumber or Choice would come back and try to fix the problem.Desired Settlement: To have people be aware that Choice Home Warranty is a company that seems to be disrespectful of its customers and allows its contracters to get away with falsifying documents and lying. To let them know that customers can pay more and get better service elsewhere.

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 Plumbing system. The information we received from the service provider stated that your toilet was leaking at the bolts due to improper install. Unfortunately, CHW policy does not cover failures due to improper install. However, if you do not believe the service provider’s diagnosis, you are free to provide CHW with a second opinion. Once we receive your second opinion diagnosis, we will gladly review the claim.Please see below:LIMITATIONS OF LIABILITY11. We 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 appliance.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:If you would send a second plumber out without me having to pay other claim fee I would be glad to allow that, but you won't do that. I have to pay another claim fee. All you will do, based on your past record of work is stand behind a falsified document. What the plumber turned into you and what he left for me is an order form were two different things. When confronted you sited with a plumber that lied about his report to you. And then you sited the contract that only applies to the original equipment or a motorized piece of equipment.The bottom line is that Choice Home Warranty is a company that has little integrity and does not support the "paying" customers and gets away with shotty at best work. I will be changing back to my origianl home warranty company at the beginning of the year. I do not care if I pay more for a service call, they at least treated the customer with honor and integrity.All I want is for this to be on Choice Home Warranty business report because they are a poorly run company.I do not want to receive any more transactions from you unless you are going to refund my service fee.

Business

Response:

We apologize for the frustration this claim has caused you. The information that you provided to CHW by the service provider stated there was no leak other than the bolts leaking due to improper installation. Unfortunately, CHW does not cover failures that are caused by improper installation. CHW advised that if you do not believe this diagnosis you can have a second opinion and send us that information for further review.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I sent the following email to CHW Choice Home Warranty that describes my complaint:

{I started my service with you on 5/15/14 and since then I filed two claims that both of which were denied. I spent $1195 in repairs $90 of which were to pay for your technician's trip. In the first one I had to replace a water heater that failed through old age common wear and tear that should have been covered under warranty. The second claim however was denied based on your technician's wrong diagnosis. The blower motor on the furnace had failed and needed replacement as per attached invoice.

Based on the above I am totally dissatisfied with your service on the contract and request full reimbursement of the contract annual cost of $470 and the $90 incurred on your technicians trips.}

That was my email to CHW that was never answered. Both claims should have been covered under warranty as they were normal wear and tear of home appliances. The company seems to always find a reason to deny a service claim. They collect the annual contract cost up front and find reasons to deny every claim.Desired Settlement: CHW Choice home warranty should reimburse me the cost of repair/replacement of both the water heater and the Furnace and honor both claims as required. The total incurred by me is $1195.

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 placed on 07/28/14. Upon diagnosis the service provider stated that the unit’s storage tank was leaking. Unfortunately, Per CHW policy, the tank is excluded from the water heater coverage. Please see section below:6. 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.Although this claim was not covered under the policy, as a good will gesture $125.00 were authorized to the technician to help with repairs on this claim.We regret your frustration with the outcome in regards to claim 52742564, for your heating system on 11/23/14. Upon diagnosis, the service provider stated that the reason your unit failed was due to a pervious improper repair. We received your invoice and contacted the service provider. The technician stated that there were at least three safety devices that were bypassed. The safety devices were not wired and panels were off on the system. Unfortunately, per CHW policy, failures that are due to pervious improper repairs are not covered.Please see section below:11. We 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 appliance.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I bought home warranty contracts for my residence and several rental properties through a phone sales pitch. In the pitch, this salesman represented that the warranty would "Repair any appliances that break down, no matter if they were old, and that whatever couldn't be fixed CHW would replace. You won't have to worry about anything." This was a gross misrepresentation. When the refrigerator went out at my rental property, the technician came out and stated that unit was leaking Freon. He informed us that since the system on the fridge was a 'closed system' that CHW would not cover the repair. CHW gave us (8 WEEKS LATER) a 'buy out' check for $200 instead of replacing the unit as promised in their sales pitch. Several weeks later, I ran in to issues with my own refrigerator and a repairman came out and put Freon in the unit. He said that our fridge (only about 6 years old) was a 'closed system' and that CHW didn't cover that repair. I called CHW and spoke at length with several supervisors and even the deceptive salesman who sold me these policies. When I spoke to the salesman, I expressed my displeasure with the misrepresentation I was given in his sales pitch. I reminded him that in his sales pitch to me, he promised to repair or replace appliances and that if I wasn't satisfied with the service, I would be entitled to a full refund of policy premiums. He offered to play a recording of his sales call . I was eager to hear it and so he put me on hold while he searched for it. After waiting for 30 minutes on hold, a different person picked up the call and declared the salesman didn't want to talk to me and refused to play the recording for me. This person refused to give me his full name (just [redacted]) and said nobody in the company wanted to talk to me. I stated my intent to bring this matter to the courts and he told me "Do whatever you want. Nobody here wants to talk to you."Desired Settlement: When I spoke to the company, I requested that they refund me the premiums I paid on all contracts to date. These contract premiums total $1600.00

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 refrigerator. Upon diagnosis the service provider stated that the unit was leaking Freon. Unfortunately, per CHW policy, leaks on refrigerator units are not covered under the policy. Please see section below:3. KITCHEN REFRIGERATORNOTE: Must be located in the kitchen.:EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.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: Due to the age of our home (23 years) and at other's recommendations, my wife and I decided to get a home warranty. We decided to go with Choice Home Warranty (CHW) & signed up for their services on 11/17/14.According to their website/advertising-"A home warranty is a service that covers the repair or replacement of many of the most frequently occurring breakdowns of home system components and applicances" & "Home Breakdowns Occur.Protect Yourself by keeping your family, yourself, and your assests safe.Nothing is more important." Then a few nights ago, on 1/25/15,my wife was operating our [redacted]-type tub and our son came upstairs to tell her there was water dripping from our kitchen ceiling. The water ran down & dripped from our track lighting, walls and left several stains on the ceiling. On 1/26/15 we logged in to CHW's site & filed a claim for the leak. The contractor assigned by CHW arrived, assessed the situation & informed us that our [redacted] tub pump wasn't working properly & that caused the leak. The contractor contacted CHW with his assessment & CHW told him they would have to further evaluate & contact us directly. I spoke with CHW on 1-27-15 and they told me they could not cover our claim due to it being a pre-existing condition - which it was not. We have NEVER had this issue before. They continued to tell me that [redacted]-type pumps wear out over a long period of time (don't all systems?) and there "must've" been signs that it was starting to fail. They also told me that they only cover/insure products/systems that are in good working order. Basicially they were insinuating that we purchased the service knowing the pump was not in good working order (i.e. leaking) then waited 2 months and reported a leak. This is offensive and frustrating. After speaking to a customer service rep and a manager, the manager told me there is no way they were going to cover our claim/pump and offered to refund the $ we have paid for their service so far (i.e. $71.66)Desired Settlement: All we want is the service Choice Home Warranty advertises - insurance that if an appliance or system in your home breaks at no fault of yours, they'll fix or replace it. We purchased the "Total Plan" which includes [redacted]-type tubs, so we would like to have the problem with our [redacted] tub fixed - whether that's a new or rebuilt pump. We're not greedy or trying to get away with anything. CHW should be held to the same. Thank you!

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 [redacted]. Upon diagnosis, the service provider stated that your unit’s pump seal is worn out. He stated that this is an overtime failure that could not have developed in the lifetime of the policy. The technician also pointed out that are ceiling stains that show a leak. CHW is not accusing you of knowing there was an issue with your system. However per CHW policy, known or unknown pre-existing issues are not covered.Please see below:A. COVERAGE3. 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.F. LIMITATIONS OF LIABITY1. 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.18. We will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.We understand if you do not agree with CHW policy and in light of good customer service we offered you a full refund of your policy.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

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 [redacted]. Upon diagnosis, the service provider stated that your unit’s pump seal is worn out. He stated that this is an overtime failure that could not have developed in the lifetime of the policy. The technician also pointed out that are ceiling stains that show a leak. CHW is not accusing you of knowing there was an issue with your system. However per CHW policy, known or unknown pre-existing issues are not covered.Please see below:A. COVERAGE3. 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.F. LIMITATIONS OF LIABITY1. 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.18. We will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.We understand if you do not agree with CHW policy and in light of good customer service we offered you a full refund of your policy.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I 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: Choice warranty failed to honor their warranty to cover repair of a leaking coil on our AC unit citing that the 22 year old unit failed prematurely and that it should last "on average 30 years". Prior to telling me that they made me pay a 150 dollar leak detection charge before they could tell me if the unit was under warranty.Desired Settlement: I would like a refund of 150 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 http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that started with CHW on 03/19/15 and placed a claim with us on 5/22/15; 2 months after your policy started. The technician stated that the unit was low on Freon and he thought it might be leaking from where it was rusted or corroded. He did require doing a leak test to make certain that this was the case. Our policy does state that we do not cover leak tests. Please see section D. COVERAGE 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.Our policy also states that we do not cover any unit that comes into the policy that are not in good working condition, if it is known or unknown. Maintenance should also be completed per our policy as the manufactures requirements.Please see Sections below: This money does not go to CHW but to the provider that did the actual test and if the claim was approved or not, it would have to have been paid by you.A. COVERAGE3. 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 LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We do apologize for your frustration with this claim and that you chose to cancel your policy with CHW. Since you have cancelled your policy with us, we are unable to assist you in any way with this claim.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: why should have had to pay for a leak detection if the claim was going to be denied anyway. After the leak was detected I was told the it was not covered because it was the fact that the unit was pre mature wear. They said the coils should "on average" last around 30 years. My unit was 22 years old. If they would have told me that first off, I would not have paid the $150 for the leak detection to begin with. All they had to say was your unit was not 30 years old or older so there would be a good chance Choice would not cover the leak. Choice made me feel that if they could locate the leak then they would warranty the repair. Explain to me under my circustance what kind of leak would have been covered if it was not the coil. By the way, our AC units have been serviced regularly every year so there was no neglect with the equipment on or end.

Business

Response:

A leak test is requested to find out the cause of the failure of the unit. We did not know why the unit was running low on Freon and what the actual issue was. A leak test is the only way that we can be certain of the failure.CHW

Review: After repeated requests to have my email deleted from contact/solicitation list and confirmation from the marketing department, that they have deleted my email they continue to solicit and bombard me with advertising. I have spent so much time being polite in my request that now they are just being disrespectful and bullying.

Business

Response:

Thank you for your feedback, I do apologize for any emails or calls that you are receiving. I have requested the IT department take your email out of the system. If you receive anything else that says it is from CHW, please email me directly with the URL, this way I can show our IT department to see if it is in fact CHW. My direct email is [redacted]. You can also BLOCK CHW from your email, this will help to see if it is coming from US or a 3rd party. Again, after today 6/19/15, if you receive anymore please forward them to me and I will have them investigate. Once you have unsubscribed, it should stop.Thank you again and I will have it removed.Respectfully,Tracy

Review: Our contract term is 9/11/2014 through 3/11/2018

5/21/15

Called a company to get on the schedule for a/c summer checkup. He will call me from his office to get set up.

6/4/15

No word back from the first company. Called [redacted] to do the service since we know they work with Choice. Appointment set for Monday June 8th.

6/5/15

Noticed that the a/c was not cooling as it should. Since we have the appointment already set up we will wait till Monday to see what he says.

6/8/15: [redacted]

Serviced units and found a leak in the coil on the unit that isn’t cooling. He said there is rust on the coil but the rust did not cause the failure. Rust is on the bottom, failure is on the top. However, they no longer work with Choice Home Warranty so we had to call Choice.

6/9/15:Arkim CHW 10:25 am

Found this problem while having service done. Filters changed at beginning of the month.

Claim # [redacted] is assigned. [redacted] Air Cond & Heat. Work order sent to [redacted].

6-9-15: 10:50 am Carla w/ [redacted] Air

Can’t get here before Thursday 6-11-15 bet 3-5 pm. If something opens up she will call me. Larry is the tech.

6-9-15: Larry with [redacted] came to the house.

Larry said we need new coil and he is not sure [redacted] makes one to replace it. He will call CHW and [redacted] ([redacted]) in the morning and get back with us sometime after lunch tomorrow. Larry stated that the failure was due to normal wear and tear.

6-10-15: 10:50 am CHW robocall – call in

6-10-15: 11:00 AM Larry w [redacted]

No coil available.

6-10-15: CHW Vickie 11:15 am

Vickie-Your claim has been denied because of the rusty evaporator coil.

Me- I know that is not what you were told.

Vickie- Have to check with a supervisor. They will look at the claim and call me back.

6-10-15: CHW Doug 4:15 pm. Doug does not want to be recorded by me even though all of their calls are recorded.

Doug-There is missing information. They need information from tech on parts and pricing.

Me- No part to price as it is unaDesired Settlement: Repair the air conditioner with the proper parts or replace with new unit.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your AC, I do see that we did offer you goodwill of $300 for the air handler due to the fact that we are unable to approve the entire claim for you. Our technician stated that the evaporator coil was completely rusted and did not recommend replacement. Due to the policy that you have with CHW, we do not cover any unit that fails due to rust or corrosion. We did explain this to you on 6/17/15 and advised you, once you have the unit repaired to please send us the invoice and we would place the check in the mail for you of the $300 as a goodwill gesture.Please see our policy below:F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.We do apologize for your frustration with this claim; we urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

Choice Home Warranty,Yes, we have 3 a/c units for our home. No, we do not have improper coverage. One new unit was installed last year and still under manufacturer’s warranty therefore we do not need coverage by CHW. This covered claim total is $4113.50. I expected CHW to honor this claim.

Business

Response:

I do apologize CHW has offered you a goodwill gesture to cover this non-covered claim. Your unit had failed due to rust or corrosion, regardless of the 3rd unit and improper coverage, this unit was not covered due to the rust. Please see our policy Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.As stated a goodwill offer of $300 has been offered to you, this is the amount that we are willing to pay for assistance to you on a non-covered claim.Thank you,CHW

Review: I have been paying monthly fees to Choice Home Warranty for several years for a home warranty contract that is suppose to cover hearing, air conditioner, kitchen appliances, water heater, ceiling fans, plumbing, broken pipes. I purchased the deluxe plan that 100% covers all these things and more in my home. My air conditioner unit has been down for over 1 month now and Choice has yet to send a qualified technician out to repair it. They keep sending a home handyman instead of a heating and cooling company. On June 24, 2015, I paid personal money out to a qualified company ([redacted] Heating & Air) to diagnose the problem and sent it over to Choice Home Warranty. The company indicated that my condenser was inoperable and needed replacing. Choice sent another handy man out to my house and could not repair/replace the condenser. I am still without air and their only choice to me now is to hire and repair my own air conditioner unit. And if I cancel the contract, even though they have breeched the contract, they will attempt to collect the remaining contract payments. Choice does not have a fleet of certified heating and air companies, thus, they sell what they cannot deliver. They only employ several "uncertified" handymen and route your request for service between them until you become so frustrated that you give up and have your own repairs done.Desired Settlement: I am requesting a full refund of all of the money that I have paid Choice for the duration of the contract that I have had with them over the years as they have falsely represented their services. I am also requested a refund of $$180.00 for the 4 times that I the $45.00 service fee charged for sending a technician to my home because a technician did not come - a handy man came and to date my condenser on my unit has not been replaced as per the contract agreement.

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, I do see that CHW has paid out $1084.00 of your claims. I do see that you had placed a claim for your AC and we were not able to cover that claim due to the fact that the technician stated the compressor terminals were grounded; burnt at connections. This caused the system to malfunction. Unfortunately, this is not a normal wear and tear and it would be considered to be a lack of proper maintenance.Per our policy we do not cover any units that fail due to a lack of proper maintenance or that are not normal wear and tear. Please see Section F. F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.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.Lastly, you had already chosen to cancel your policy with us therefore we are unable to approve any claims for you anymore. We do regret any frustration with this claim or for any other claims that you may have had. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because: their response is false and totally not true. I have records to show that each year I personally paid a qualified technician to perform annual maintenance on my AC unit. Also the paperwork received from the handyman they sent out did not state what they gave indicated but he copied what the technician I hired from a qualified company had written that the condenser was broken. Choice also told me in January that they replaced a part on my heating system but when it continued to malfunction I hired a qualified tech from a real heating and air company and they confirmed that the part was never replaced. Choice does not have any qualified companies. The last person they sent yo my house is a mechanic and it says do on his paperwork. It does not state heating and air. The one before that showed up in his car and had no tools and caused me to hire an electrician which I did not need. I also have a statement from a previous contractor of Choice stating that he did not have credentials to fix heating and air problems and that Choice would tell them how to word stuff so that it would not qualify for repairs. I have also spoken to several customers that I referred to choice who gave been defrauded as well. This is only my first step in the process; I am not interested in choice's response as it is the same response posted for every claim filed on them. I am only interested in exposing their fraudulent business practices as they don't even have legitimate companies to service issues. They gave changed their story three times but they need to read their own advertisement and promises to customers.Unless in received a refund of my money I will go all the way to the Supreme Court to stop any other honest people from being cheated.

Business

Response:

We do apologize that you feel as though CHW did not help you with your claims for this policy. We do show that you paid in total $358.30 for the policy ($35.83 for 10 months) within those 10 months before you cancelled your policy, CHW had paid out a total of $1084.00 for the claims that you had placed. Due to this, we cannot offer a full refund. Also please note our policy Section F. #19 in reference to the service providers. You as the customer could have requested to use your own technician and opted for our reimbursement option. We understand the frustration that this has caused you but there is nothing more that CHW can do for you at this time as we are in full compliance with our terms and conditions of the policy.All the Best,CHW

Review: I took a home warranty with this company on the promise my appliances will be repaired or replaced in case of appliances break down. My A.C. unit broke down. This company refusing to replace it on the assumption that the unit hasn't been maintained even though I have a letter from the tech. company, which maintains my units every year, saying it has been maintained and I have few receipts to show for it.Desired Settlement: This company must do what it promised and replace my A.C. unit.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/useragreement.com.Upon review of your claim for your Air Conditioning System, the technician did not state that the unit was maintained poorly, he did say that it was fairly dirty but the issue was not maintenance, the failure was a result of the compressor blowing up, oil leaking and that the wires were fried. This can be due to a power surge or a lightning strike. F. LIMITATIONS OF LIABILITY8. 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 also informed you that per our policy, we only provide coverage for 2 units unless extra coverage is added to the policy upon signing up for renewal. Please see Section 4. AIR CONDITIONING/COOLER under Excluded states “No more than two systems covered unless purchased separately at time of enrollment.”We do apologize for any frustration that you have experienced with this claim, Unfortenelty CHW is not able to cover this claim due to the exclusions to the policy.Thank you,CHW

Consumer

Response:

I am rejecting this response because: You stating things like they're facts. They are not. I submitted receipts and also a letter from my servicing company that my machines are maintained when Ms. [redacted] accused of me not maintaining my a.c.units. Retrieve my voice conversations with your agents and let me know when I was informed that I need to take additional insurance if I have more than two systems. Is your sales rep. who informed at the time of signing? Is it Ms. [redacted]? Is it two reps. I spoke to regarding my claim? First time I submitted the claim I received an email and a call from you to call a toll free number. When I called I was told that my claim is denied, because I didn't maintain the system. I asked your customer service rep. to escalate my call. I was connected to Ms. [redacted]. Ms. [redacted] told me that my system is not maintained. Wen I asked her how she came to that conclusion she said I quote "By looking at the pictures. Pictures speak thousand words my friend". She said her decision is the final decision and there is nobody higher than her when I asked her to escalate further. She told me to submit receipts when I told her I have proof that I paid a service company to service my systems every year.I submitted the receipts along with a letter from my servicing company. Again I received an email and a call from your company to call a toll free number. This time I was told that my claim is rejected, because my servicing company did a poor job. I asked your rep. to send me the rejection in writing either through an email or through regular mail. Your rep. said she is putting a request, but so far I have not received it.

Now you're blaming the system failure either on a power surge or a lighting. So far you came up three excuses not to honor your commitment. You blamed everybody and anybody you can think of.I noticed in your response expenses are not covered due to acts of god. What are the acts of god? Who in your company spoke to the god? I am positive you don't ask people whether they're believers or non believers when you sign us up. You didn't ask me.

Regards,

Business

Response:

You had advised us that the unit was struck by lighting and we advised you that the unit was not maintained properly. Both of these are not covered claims, an Act of God would be something that happens suck as lighting striking the unit, not something that anyone had any control over but something that happened to the unit. We do not cover power surges to the unit as well, this is a claim that shows that the unit was not maintained properly. You provided repair records to us showing that you added Freon to the unit for both invoices. This is not proper maintenance, if a unit is low on Freon, you would have to find out why and not just add Freon. The invoices date back to before you had the policy with us showing us that this was an ongoing issue and that the unit did not come into the policy in proper working order. Please see Section A. Coverage #3.Since we are not able to cover the cost of your claim due to the policy's guidelines we would like to offer you a goodwill gesture of an extra month of coverage at no cost. Your current plan expires 5/11/16 and at no charge we would be happy to move the date for you to 6/11/16. We regret your frustration and do value you as a customer and would like to make this offer to you. If you would like to accept this offer, please contact us and advise of the policy number for this offer: [redacted] and we will add the free month to your coverage.Respectfully,CHW

Review: hello I took out a home warranty ins threw choice home warranty I have never been treated so rudely in my life and have been disconectedd 7 times when asked to speak with a supervisors, one girl stated to help me and I got disconected and so I called back and the 2nd girl was arguing with me over who was the first tech to come out to my house about the a/c so I asked her to please give me to someone else she still argues with me places me on a long long hold and then im disconnected again today I tried calling and same thing when I start to tell them what happen you can tell the guy was sick of hearing what was going on as if im taking up his time I could hear him placing me on mute while I was talking and he would cut back in said he is transferring me to a mang to then get disconnected again the next girl I told her what was going on and told her I was filling with the Revdex.com and she was like ok now all of a sudden they don't have any tech able to come out ot my house but everyone I talk to wants me to pay for it and get reimbursed and that's not gonna happen , 3 week back I reported issues with my a/c I called before noon and didnt hear back form the guy till 11;pm tells me he is out of town so I called the next day and they assign someone else and I never heard back form him what so ever and I finally gave up now all of a sudden they dont have any tech to service my a/c and if you call them and complain you get transferred and disconnected I have never been treated so rudely in my life as I have with this bunch I find it hard to believe all the positive reviews they must have people posting good stuff cause I have tried to post so meting and it still isnt posted yet and I yet to have someone show up to service my a/c going on 3 weeks now and they aren't a bothered that im filling this with tbe Revdex.com. this doesnt make it easy for me I have multiple sclerosis and its hard to type with pain in my hands when this could have been avoided.Desired Settlement: I want a tech to come out and do what they are supposed to do I have paid the monthly fee and and they need to follow threw with out being rude when I took out the ins I wasn't told they didn't have any techs in my areas there is a phone book full of a/c co the problem is they dont pay these guys right and then after work is done they change the price of what they are gonna pay and that's why no tech want to come out or thats what I have been told and the proof shows

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 are very sorry for the experience that you have had. We have updated your account so that your payment has been skipped and your policy is up to date. You were in past due status and we would not have been able to send out a technician if this was the case. We have also had our dispatch team send out a technician that will be contacting you today (October 29, 2015) to schedule an appointment. The service call fee has been waived as well.We do hope that your experience with us is much better and we do hope that your issue gets resolved.Respectfully,CHW

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

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: I recently had my heating system in need of repair. I needed the thermostat, ignition, and gas valve replaced. I only had the thermostat and ignition repaired because that's all I was getting covered from the insurance company. According to the contract, I am to have any repairs made. Instead Choice says that one part breakdown had nothing to do with the other so they wouldn't take care of the complete claim. So they only covered the ignition and thermostat and not the gas valve.

Then due to my cold home, I had frozen pipes which caused various leaks. I have no running water. So I needed all those repairs fixed. they only covered one leak. I need all my leaks fixed.Desired Settlement: I want to have my repairs compensated for the issues they said that a warranty is to do for a home. I was inconvenienced by having no water in my home running.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that the failure for the plumbing was not covered under our policy since we do not cover frozen pipes for any reasons as stated in the policy.Also, we did approve part of your claim for the heating system but we do not cover valves, as stated in Section D. Coverage #5.CHW has done exactly what we state we do in our policy, please note that we are not insurance and we do state this in our policy in Section A. Coverage.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the 30 days that you have prior to the policy’s start date. This time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want. Lastly, these 30 days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.Sincerely,CHW

Review: My heat unit has broken. I opened a claim with them for fixing the heat pump unit outside. They sent contractors to my house and first thing the contractors told me that they have to do the leak test before they can look at my issue with a cost of $150 and the choice won't pay for the test. I have no choice to let them do the test. After the contractor report to choice home warranty that my compressor unit is broken, choice home declined my claim without fixing the unit. My house is running with emergency heat and I think this issue is result of bad business.Desired Settlement: Repair the unit

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]Upon review of your claim for your heating system, it was explained to us that the unit had a bad compressor that burned out. This is condidered to be a lack of proper routine maintenance. It was also explained to us that the system needed to be upgraded to the newer units that are using a different type of Freon, per our policy Section F. Limitations of Liability #9 states that CHW is not responsible for upgrades as well as Section F. #12 that states we are not responsible for failure that are a result of a lack of proper routine maintenance per the manufactures specifications. The technician advised that the filters were partially clogged and the unit was only about 11 years of age.We had explained to you that the unit would not be covered and explained that the failures were due to a lack of proper routine maintenance. We do not see anything about a leak test that was asked to be done and we do not see that the failure is with the heat pump. The failure with this unit is the compressor and that it was durned up with an internal failure.We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,CHW