Choice Home Warranty

The tex Tom was a very nice person. Came in and did what had to be done,explain to me before starting to work what was what. He could not fix the one thing but told me who I was to call to look at the problem.
Thx again.

Choice Warranty is no more than a click of my computer or a phone call away. Every time I have called they are right there to get my problem taken care of.

Choice Home Warranty is the best warranty company we have used thus far. We had an issue with one of their vendors and they resolved it immediately!!! They have been always prompt in responding and truly appreciative of their customers business. Thank you Choice Home Warranty for truly putting us at ease with our warranty coverage and being so responsive.

My claim was handled very efficiently. The phone rep was very courteous and explained the next steps clearly. From the moment I placed the claim until the work was completed I felt that Choice Home Warranty did a great job resolving my issue. I'm also impressed with the fine service I received from the company assigned to my claim. I've had other Home Warranty providers in the past and none of them compare with Choice Home Warranty. I highly recommend them to all my friends and family.

Choice took care of my plumbing problem without any issues. The experience was refreshing.

I called with an issue and they processed my claim and had someone out within 24 hrs. The plumber was nice and honest. We are happy we called!

We got a home warranty through Choice Home Warranty when we bought our house in April 2015. Our refrigerator just had a compressor go out along with some other issues (according to CHW) and they stated that it was "pre-existing" and they would not cover the refrigerator. They stated that the problems had to have taken more than the time that we have had their service. We will be canceling our warranty through them and finding one that will actually cover issues that arise instead of making excuses. Good thing we only paid for 2 months so far. BEWARE.

I am a Broker/Realtor at Keller Williams in the Woodlands we have 450 plus agents in our office and sell a home warranty on ALL transactions. I personally bought Choice warranty last year since one of the realtors in my office thought they were a good company. THE WORST I EVER . I own 7 homes and these people pay for nothing. Our AC went out on my home Choice warranty send out one of the AC companies they use. A few days later I was notified that the item was not covered the evaporator coil needed to be replaced and not covered, we spend $ 1800 to repair it our self an paid for it. It has been about 1 month later and the compressor went out on the unit. We were told today, since the evaporator coil was leaking about a month ago before we replaced they cannot pay for the compressor since it MOST LIKELY was caused by the evaporator coil.
As I said DO NOT USE THESE PEOPLE, VERY FRIENDLY ON THE PHONE BUT THEY WON'T HONOR YOUR CLAIM.
I will turn them in to the Revdex.com and every REVIEW SITE I CAN FIND . NO CUSTOMER SHOULD EVER BE TAKEN BY COMPANIES LIKE THIS ONE..
I will start by mass emailing all the Realtors in the Greater Houston Community.

The sales reps at Choice Home Warranty are extremely rude. A rep called me today evening, explained to me all the policy details and asked me to sign up today to make use of all the 'DEALS' they had for today only. I asked him to email me the details because I need to do my homework before I sign up with them. He says "you have spoken with us before and have been receiving emails with promotions from us, how much more home work do you need to do. Had you done your homework well you would know that Choice Home Warranty is the best in the industry". But I refused to sign up with them right away because I am not going to give away $500 without reading their policy details and the million "not covered scenarios" every home warranty company has. At the end of a 5 min argument, he says 'WHY DONT YOU SIGN UP WITH SELECT WARRANTY INSTEAD". I had to hang up on him! Speaking with him was a waste of my 15 minutes, Your sales reps are the first ones to come in contact with customers, they cannot be rude. PERIOD!
Choice Home Warranty lost me as a customer! I will never give them my business!

:This is the worst possible service available! I have received a Civil Action Hearing Notice from [redacted] Heating-Cooling LLC which is a Service Contractor for CHW who is claiming I owe him $1200 he never received from CHW for parts and labor for work done in my home. I don't know whether he is lying, or that CHW never paid him. This is a mess! Do not get involved with this company!

Review: After receiving the Home Warranty Contract in the mail, I decided to cancel this Home Warranty as it did not meet my expectations as far as limits are concerned.

I telephoned the company after I received the charge on my credit card dated 3/27/13. On May 31, 2013, I received another credit card statement with a new charge

and called the company and spoke with a [redacted]. She informed me that my account would be cancelled and my credit card credited for two monthly charges.

Today, July 1, 2013, I received my credit card statement with another charge. I called the company and spoke with [redacted], who was surly and basically non-respopnsive.

She said that my account had been cancelled on June 3, 2013 and said that I would be receiving a telephone call from her boss, [redacted]. These people are sleazy

and non-responsive and should not be in business.Desired Settlement: I want my account cancelled and a check for three months statements; 3 x $35.83 = $107.49. These people are liars and a fraudulent organization. I can only imagine

what filing a home warranty problem would be like with them. They should be put out of business.

Thank you.

Business

Response:

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

experience and we sincerely regret your frustration and discomfort.

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

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

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

we rate our contractors.

CHW honored your request and returned the $107.49 on 7/2/13.

Consumer

Response:

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

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

Regards,

Review: I had a problem with my home heater in November, I called Choice Home Warranty, they sent a heater company employee. They checked my heater , they said the control board was the problem and they did't have the part , they could not order that part either. I talked to Choice Company and they could not get another company that they accept home warranty services, I talked to "[redacted]" choice company employee and he said to me that I could call a company in Carson City that they can go and check my heater. I have called three companies in which they do not accept home warranty service, finally I found one and they came to check the heater, they found the same problem but also found a crack in the heater system. I replaced the heater which was a total of $1600, labor and heater. Sam said that they would approve $450, but according to contract they are suppose to replace the whole system.Desired Settlement: I would like the amount of $450, to be refunded to me like it was promised to mail to me a few weeks ago. I would also like my service cancelled. This has been a disappointment and a total nightmare.

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 takeall 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 shows that we have approved the following claim:Claim #[redacted], for your Electrical System, in the amount of $194.00We are very sorry that your claim #[redacted] had been denied for your heating system but per our contract we do not cover cracks in the system, this would be considered a pre-existing condition. Please see our policy Section A Coverage:# 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service warranty, extended warranty, or implied warranty.Sam offered you the amount of $350, to help you and to keep you as our customer. If you chose to cancel with us that offer no longer stands.I am very sorry that this is so frustrating and for the aggravation but please understand we are following our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:To whom it may concern, I have read and understand your policy. My disappointment with your company is for these reasons:-Claim number: [redacted]electrical system)I had no problem with my first claim. -Phone call on: November 02, 2013 (heater system)I notified you about the heater system problem I was having.-Sierra Air Heating Service: November 04, 2013 (heater system)Control board was checked. They told me I will need a new control board, which they did not sell nor could order. -Phone call on: November 04, 2013I called and let you know that Sierra Air Heating Services was not able to resolve the problem, with the control board. Choice Co. told me to call other companies around my area; they did not refer me to a specific one. I had to take my time to look them up, and had to call four companies in which none of them wanted to work with Choice Home warranty. They did not specify the reason. -November 04 – 11, 2013 (I was disappointed that I had to do this myself, after paying for your services.)Made multiple phone calls, to different services around my area. I finally found Moritz Western Heating, they found that the control board was not working and also found that there was a crack. -November 11, 2013I called your company and let “Sam” know what MWH had told me. He told me I should look for a second opinion because he did not believe that was the problem. (After I took the time to call many companies.) I did not expect your company Choice Home to pay the grand total to fix my heater, I was only expecting CH to help me with a portion, in which Sam had stated that a check had already been mailed out to me to help me cover the expense of fixing my heater. He said I would be receiving the check on November 18.week -I DID NOT HAVE A WORKING HEATER FROM NOVEMBER 02-13, 2013, THIS AREA TENDS TO GET VERY COLD IN THE WINTER, YOU DID NOT WORK WITH ME TO RESOLVE MY ISSUE. -“I waited for the check, and did not receive my check on November 18, 2013.-December 11, 2013I called Choice Home, and I was transferred to “Great Team.”Great Team stated that I would receive a check on December 13, 2013. -I did not receive a check on December 13, 2013 and I waited it out, until December 19, 2013.-December 19, 2013I called Revdex.com, and put in a complaint. -December 20, 2013I received a check the day after I put in the complaint, for a total of $450.00. The check was dated December 17, 2013. I WAITED FOR THE CHECK, WHICH WAS PROMISED TO ME SINCE NOVEMBER 18, 2013 AND I WAITED AGAIN TILL DECEMBER 13, 2013. YOUR COMPANY KEPT TELLING ME IT WAS ON ITS WAY. I HOPE YOU CAN UNDERSTAND MY FRUSTATION AND DISAPPOINTMENT OF THE SERVICES YOU PROVIDE. I AM WRITING THIS IN ORDER TO PREVENT THIS FROM HAPPENING TO OTHER CLIENTS.

Regards,

Business

Response:

Dear [redacted]Thank you very much for your letter. I do apologize that the check took so long to reach you. If the check was dated back to December, then it was mailed out in that month. We do not have access to see when a check is being mailed out, we can only see an estimated ship date of the check. This is the reason we tell customers it can take up to 30 days to receive the refund. I will bring this up to the accounting department and maybe they can advise the team leaders of when checks are being actually mailed out and then we can contact the customer. It is an automated system but I am sure they can find a way to resolve this issue. I am happy that you did finally receive your check and again, thank you for bringing this to my attention. Could you please close out the Revdex.com status as resolved? Thank you!Best regards,[redacted] CHW Quality Control Manager

Consumer

Response:

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

Review: I had purchased a home warranty with a company called Home Choice Warranty. About a week and half ago, I filed a claim for my AC repair. They sent my claim to a local AC company called AC Big Texas Comfort, phone ####-###-####, in which they came out and determined that my AC compressor had gone bad. The AC Big Texas Comfort then forwarded the information back to Home Choice Warranty indicating that the compressor was no longer working. The Home Choice Warranty then emailed me to call them back for further details. Upon contacting the company, they informed me that they declined to repair my compressor because I allowed my freon to go low. When I informed the company that when the AC technician came out, he never checked the freon level and that I was outside as the technician was checking the AC. The Home Choice employee then transferred me to a supervisor named [redacted] L. employee #[redacted], who then informed me that even though they are not sure if the freon was low, that the reason for the compressor going out was due to my negligent because compressor's don't wear down, they only break if they are not properly maintained. I explained to [redacted] L that I had my AC was checked yearly and that everything was fine, including the freon. [redacted] L then forwarded me to another supervisor, head of Customer Service, [redacted], employee #[redacted], who informed that they were still not going to honor the repair. [redacted] informed me that that my AC is only 7 years old and that a 7 year old compressor never goes out after 7 years unless a person does not properly maintain their AC unit. I again informed [redacted] that I had my yearly inspection on 4/1/13, and all levels were running fine. I asked [redacted], when does the company honor a compressor repair and he would not give me that information. I later contacted The Ac Big Texas Comfort, who confirmed that my freon was not checked. They also informed me, that a compressor can go out just for being worn.Desired Settlement: For the company to honor the repair and fix my compressor. Thank you for reviewing this claim.

Business

Response:

Dear [redacted]:

I believe that you had spoken already to our authorization manager and we informed you that we would have no problem reimbursing you for the unit, we just needed you to fill out the form and show proof of installation of the new unit. Please let me know if you need to have the forms sent to you again and I will be happy to do so.

If you have any questions, please feel free to contact me at ###-###-#### or at [redacted]

Best regards,

CHW QC Manager

Consumer

Response:

After the Revdex.com had contacted Choice Home Warranty, Choice Home Warranty then contacted me right away and advised me that they would settle the claim for $979 and that it could take up to 30 days to complete the process. Well, May 6 2014, was the 30 day since the claim was processed and I had not received the check. I then contacted Home Choice Warranty and they informed me that the check was sent out on May 11. I informed CHW that I had never received the check and that I should have received the check a while back since it was sent out on the 11th of May. I then asked CHW if they could cancel the old check and issue a new check since we did not know the whereabouts of the check. CHW informed me that they could cancel the check but it would cost me $30 to cancel the check and I would also have to wait 90 days to receive the new check. I find this suspicious that they would charge me to cancel a check that no one knows the whereabouts. By canceling this check, this is for the safety for CHW so that it cannot be cashed in the wrong hands. It also makes me wonder if they ever did actually issue a check and that this may be a way to prolonged CHW having to make a payment. Thank you very much for your help, [redacted].

Sorry, Correction on the days processed and sent out. The claim was processed on April 6 not May 6, and they informed me the check was mailed on

April 11 not May 11, Sorry for the blunder.

Review: I have a home warranty contract with Choice Home Warranty. I submitted a claim for an air conditioner issue. They allowed a local service firm to come out and determine the problem. The problem was a failed compressor. The technician, who is registered with Choice Home, recommended the replacement of the unit given the the issue with the AC unit. After repeated calls to Choice, they claimed the technician never turned in the paper work on the findings. However, when speaking with the tech, he showed proof of faxing in the information on two separate occasions. Choice continued to delay the process. They said they would call when they have it authorized, which two different customer reps would occur. Finally, after several days on not being contacted, I called again, to be immediately transferred to "Extended Customer Service". This person, who clearly was trained to be the heavy hand, proceeded to blame the issues with the AC on 5 different reasons, all pointing to them on paying the claim. They blamed everyone they could think of in those 5 reasons, none of which the technician claimed the reason. They are fraudulently misleading consumers on providing home warranty coverage, when in reality, they are refusing all claims.Desired Settlement: I desire a refund on my home service contract amount of $395. 00

Business

Response:

Dear Mr.:

I am very sorry for the frustration with your claim for your AC, I do show that we were able to help you with your water heater claim on 12/21/13. I do apologize that we are not able to approve this claim. We have it documented that the service provider Hairstons Services Llc went to your home on 5/9/14. They diagnosed the unit as, "dirty and not maintained very well." The service provider stated that if the unit had been maintained properly it would not have had premature failure.

I do see that your desired settlement in this matter is to close your policy with CHW. Please call our company directly and please dial the retention department at extension [redacted] and they will be able to assist you with your closing out your policy. I do apologize that there is nothing that I could do for you in this matter. CHW doesn't cover lack of maintenance on units and we expect the customer to maintain their own units as we state in our policy in Section F. F: LIMITATIONS OF LIABILITY 4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance.

As well as Number 8. 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.

I do apologize for any frustration that this claim has caused you.

Best regards,

CHW

Business

Response:

Dear Mr. [redacted]

I am very sorry that you disagree with what our service provider explained to us and with our policy. If you would like the full refund of your policy back, we will be happy to release this back to you. Please advise if this is what you would like us to do and we will send you the proper paperwork. Please email me at [redacted]@choicehomewarranty.com and I will email you the paperwork.

Thank you,

Consumer

Response:

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

Regards,

Review: I called for service on a malfunctioning pump of my jetted bathtub. They sent a tech out. The tech indicated that he could not access the pump. I was told that I would need to pay for the cost of accessing the unit. I called Choice to clarify on October 16, 2015 and their rep indicated that my warranty did not cover accessing the unit. If I chose to move forward with the job I would be responsible for the removal of the tub which was estimated at $250. I asked if I would be responsible for any other charges and was told no. I specifically asked about the resetting of the tub and their representative, [redacted], said that that did not fall under the definition of "accessing the equipment." I made the decision to move forward with the repair based upon this representation. In addition, [redacted], the dispatcher at the plumbing company was told the [redacted]e thing about the resetting of the tub.

On the day of the repair all was completed and we were presented with the final bill which included $275 to reset the tub. I asked the plumbing company and they informed me that Choice had reversed their definition of providing access to now include resetting the tub.

I phoned Choice to inform them of the previous conversation and the commitment that I would not be responsible for that portion of the job. I was told over and over again that I was mistaken. I asked that they review their recording of my conversation from the 16th which they agreed to do and then which they said was not clear enough to understand. On Wednesday October 28th one of their senior Customer Service Representatives, [redacted], committed to me that within 24 hours they would contact the plumber to verify whether they had also told that I would not be responsible for the reset of the tub. The plumber was never contacted. [redacted] eventually inferred that [redacted] had made the commitment that I wouldn't have to pay for the resetting of the tub by telling me that she did not have the authority to commit for the company.Desired Settlement: Stand by the commitment made by their employee and refund the $275 to reset the tub.

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 I do see that our customer service department did advise you that the access was not covered, I did listen to the phone call that you had with Lakita and I did not hear her state that the replacement would be a covered item but as a goodwill gesture I will authorize this for you and you will receive a check in 30 business days from today 11/13/15. We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,[redacted].CHW

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and will accept the offer.

Regards,

Review: Dear Sir, I purchased a Home Warranty Plan thru Choice Home Warranty in February 2015. In August 2015 I reported a claim to this company. First a washing machine and a few days later a dryer. I have spoke with this company several times and techs were assigned but the appliances were not fixed. I have spoke with a manager at Choice Home Warranty, Kyle, who has been rude about the claim, even telling me the other day that I just purchased the plan in Feb 2015 and have already filed two claims. These claims have been ongoing and not resolved. The first of December, Kyle, told me that there were going to purchase a new washing machine. I received a call from Home Depot a few days later telling me that they would be delivering a new washing machine in the next few days. I never heard anymore from Home Depot or Choice Home Warranty. I read in their notes on my claim that they try to contact for follow up and received no answers. They have never attempted to follow up on either claim. I called again and spoke with various representatives and again spoke with Kyle. Kyle told me the washer was on backorder and would not be available until Jan 5, 2016. I called again on Jan 4, 2016 and was advised by Kyle that the washer had not been ordered yet and again gave me the "run around". A new tech was assigned to the dryer and has hopefully ordered the parts needed. On Jan. 6, 2016, Kyle called and advises that a new washing machine has been ordered thru Hope Depot. I waited a few days and checked with both the local store and online and there is no record of the washing machine being ordered. I now see all of the complaints and understand why. Kyle did rudely tell me that I was being unreasonable and offered to refund my contact payments, which I did not accept. The company needs to complete the service that it advertises. Again these claims have been going on since August 2015.

This is twice now that I have been told that a washing machine has been ordered.Desired Settlement: The dryer claim hopefully is being resolved but has not as yet. The dryer needs to be fixed correctly. The washing machine claim needs to be resolved by fulfilling the claim of purchasing a new washing machine. I have went four months with no washer or dryer. On their website when signing on to view the claim status all of the information is not provided. They only type in what they choose. All information needs to be recorded on the claim website. All of my phone calls are not recorded in their records.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim I do see that CHW has purchased a new unit for your home. We are waiting for the exact unit to become available as it is on back order. Our customer service department will contact you once the unit is available. We do apologize for any delay and if anyone of our customer service reps were rude to you in any manner, this is not acceptable and will not be tolerated. CHW will review the recordings and speak to anyone who was disrespectful.We thank you for advising us of this.Best regards,CHW

Review: On December 28, 2015 I have filed with Choice Home Warranty (CHW) claim [redacted] for the Refrigerator (Samsung, almost 9 years old) not cooling, freezing. On December 31, 2015 the technician from Anytime Appliance Repair, an authorized CHW service company. ((702) 420-2643) confirmed that the computer of refrigerator was broken, that it is covered by insurance and he will be ordering the part from manufacturer. After his visit I was called by customer representative from CHW to confirm that my claim was denied due to dust on the back side of my refrigerator as due to technician's report it caused the problem. When I called the technician back he said that had never reported it in this way. He has submitted the problem description but was additonally questioned by CHW representative about dust and dirt on the back side of refrigerator.

Almost 10 days after the claim was sumbitted I tried to contact the customer service to see the status and was informated that the tecnichian has not yet submitted any updated information to change their opinion and I was suggested on taking the second opinion by paying out of my pocket for the outside technician's opinion which is still not guaranting anything.

I reminded CHW that there was another claim filed about same refrigerator less then 6 months ago about ice making system problem and was also denied and serviced out of my pocket. The refrigerator didn't contain any dirt or dust which could cause any overheating problem based on technician's report.

I am single mom with three little kids, staying without refrigerator for almost two weeks and having no progress to move this claim forward.Desired Settlement: The refrigerator needs to be repaired and new part ordered.

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, I do see that the ice-maker claim was not a covered claim due to the fact that CHW does not cover ice-makers. The last claim that you had placed for your refrigerator was not covered due to the fact that we were advised that the issue was caused by a lack of proper routine maintenance. It was said that the condenser coils of the unit were dirty and that caused the unit to overheat and therefore cause the board to go bad.We do regret your frustration, we do however urge customers to read the policy before they sign up online as you did, this way you can view the coverage and see what the included items are as well as the excluded.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I spoke with the technician who has submitted this report and he has confirmed to me personally that has never submitted the report stating that lack of maintenance was the reason of the problem.

Regards,

Business

Response:

Dear [redacted],Our responses are delayed due to the order in which complaints are received. I have looked at the claim and do see that the technician is assigned to your claim. I have requested an update as of today 2/8/16, to contact you and advise you of the status.Thank you,CHW

Review: On Thursday August 29th, 2013, I placed a call for service on an air conditioner unit covered under warranty by Choice Home Warranty. They in turn sent out an authorized service provider, Orgies AC & Heating who confirmed the compressor failed due to normal wear and tear. All conditions of coverage were met for a repair to commence. I live in the [redacted] metropolitan area and temperatures ranged from a high of 98-108 throughout this 6 day time period. Over the telephone, a supervisor named [redacted] speculated that the AC unit may have been damaged by an electrical strike although the authorized service provider concluded that an 11 year lifetime for an air conditioner in Arizona is the typical lifespan of such a unit. There is no evidence of lightning strike at or near the air conditioner. At the time of this writing, I believe in good faith that Choice Home Warranty is in violation of our signed agreement and has failed to provide service as per their conditions outlined in the home service agreement. As a consumer who has paid $35.83 monthly since July 2012 as well as the $45.00 service call for a technician to examine the AC and attempt to obtain prior authorization to repair the compressor under the terms agreed upon in the agreement, I feel that their practices are deceiving and fraudulent.Desired Settlement: Under the home service agreement, I would like my AC compressor replaced in a timely manner since we are needlessly suffering and were misled by this service agreement. If Choice Home Warranty were to consult with HVAC specialists in Arizona, they would be armed with the information that a “typical” lifespan of a compressor in a desert environment running 8-9 months annually is in the 10 year range. This denial of services is based solely on their belief that an AC lifespan is 18 years. In the Midwest or East Coast, this may be true since air conditioning is typically used 3-4 months per year.

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 account it appears that we have processed and approved the following claims:

6/29/2013, Claim # [redacted], Air Conditioning, $307.76

We regret your frustration with the outcome in regard to claim # [redacted]. However, upon review this is a non-covered item as described in

Section F. 8. of the Term of Agreement

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.

This information was communicated to you on 9/04/2013. However, upon speaking with a member of your household on 9/11/2013, we agreed to offer

you $500 toward the cost of the repair. This has already been authorized and will be disbursed via check upon receipt of the invoice indicating the repair was completed. We are pleased a resolution has been met.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

Review: I called on Monday January 13th, 2014 in regards to a garbage disposal not working causing my dishwasher to not work either. They gave me the info of the technician assigned and I waited for his call that day and the next and no response. On Tuesday January 14th, 2014 I called Choice Home Warranty again to tell them that the contractor was not reachable and they assigned me to another technician. On Wednesday January 15th, 2014 that new technician called me to set up an appointment from 3-5 pm. At 1:45 pm he texted me saying that he would not be able to come in due to Choice Home Warranty not paying them for their services. I called Choice Home Warranty and explained and again they assigned me to someone else that would not be coming in until the following day in the afternoon. After talking to supervisors and supervisors I have yet to have anyone resolve my issue or have someone come out to resolve my issueDesired Settlement: Refund of the amount I have paid since been their customer since summer of 2011

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:

[redacted], 10/5/12 for your Pool/Spa in the amount of $15.00

[redacted] 4/2/13 for your Air Conditioning System in the amount of $197.00

[redacted], 1/13/14 for your Garbage Disposal in the amount of $45.00

We regret understand your frustration with the outcome in regard to claim # [redacted]. I do see that the service provider was at your home today and we were able to approve this claim and pay the Service provider as well.

Due to the policy, if you would still like to cancel your account you would have to speak with someone in our Cancelation department. They will be able to assist you and let you know what you would receive back from your policy minus the cancelation fee of $50. I do hope that you have chosen to stay with our company, but if you decide not to please call them and they will assist.

Best regards,

CHW Quality Control Manager

Review: Choice Home Warranty was paid a total of $2100 for $1200 contract which was to cover the next five years of warranty on my home. They were authorized to take 150 on [redacted].13, 150 on [redacted].13, 300 on [redacted].13, 300 on [redacted].13 and a final payment of 300 on [redacted].13. This occurred as stated they then took an extra 300 on [redacted].13 from my [redacted] credit card which was disputed and reversed on [redacted].13. In addition, they took 300 on [redacted].13 from my [redacted] account and again on [redacted].13 for 300. These chargess were disputed as they were not authorized. I spoke with my credit card provider and had to cancel my card and have a new one reissued as CHW refused to reverse of acknowledge that 600 was taken from this account without permission. I have a sump pump that failed on today and now they say the contract was cancelled because of a despite. The total payment for services have not been retured and the services have not been rendered. I am requesting repair to my sump pump and the the contract honored.Desired Settlement: I am request a 600 refund for funds not authorized, service t be redenered for the claim opened and the binding contract upheld as per our agree.

Business

Response:

Dear Mr. [redacted]:

I believe you have been in contact with our manager and you have made an agreement with him. Please close out the Revdex.com and send the agreement back to us as soon as you can.

Thank you so much,

CHW QC Manager