Choice Home Warranty

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 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: 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

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.

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 filed a claim with Choice Home Warranty (Phone: [redacted]) on November 21st on the sound that my furnace was making. They assigned this problem to an HVAC company called Homeland Heating & Air Conditioning here from Metro Atlanta (Phone: [redacted]) who came and said that the furnace blower motor is not good and he was going to come back and replace it. Until the technician came, at least the furnace was working though was noisy but since his visit, the furnace has not been working. The insurance company as usual said that it is due to improper maintenance which is not true because there was not dust or anything. Anyway after arguing fro a long time, they agreed to pay Homeland only a portion of the total cost (myself $45+$166 and the Insurance Co. $166). It has been 10 days that we did not have the heat on the main floor. I have been making call since then with both Choice Home Warrant and Homeland Heating & A/C and every time, they have been telling that they are waiting for the motor to come and as soon as it arrives, they will give us a call. I called up 'Trane' parts dealer in Kennesaw and learned that they have 5 of this part with them. Since Kennesaw is only a few miles from Homeland's office, I suggested them if they could buy it from there. But they would not respond to that suggestion. I was told that they are sourcing it from Out of State and they have no idea when it will arrive. My daughter who is doing University in St. Louis visited us during Thanksgiving break and she got sick with severe cough and cold and flew back yesterday. She is still sick and she said that she is unable to study for the Final exams of this semester due to being unwell. My wife also fell sick. We had to cancel our Thanksgiving dinner that we were hosting due to the cold environment in the house. Inspite of all these these two companies are not taking any action to get this work done timely and we are still in cold and concerned about my two boys. Please help me.Desired Settlement: Replace the part (Trane Blower Motor) and get the furnace back into operation asap, sourcing the part locally from Kennesaw dealer of Trane.

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 this claim, it was a non-covered claim due to a lack of proper routine maintenance per the manufactures specifications. As a goodwill gesture, CHW offered to provide you with half of the cost of the repair. We do have specific companies that we purchase the parts from for a wholesale price. We do not know when a part will be coming and we will continue to keep you posted.Also, please note that our policy states that CHW is not an insurance company. We do not want anyone to be confused and think for any reason that we are. It is stated in Section A. Coverage #3.We do see that the second tech that came out, did fix the unit and if you have any further issues, please contact us.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 had to take off work 3 times, and my handy man had to come to my house 3 times to clean and fix dryer hoses that were unnecessary (Spent $350.00). 1st technician (7/2/14) said the hose was probably dirty and that's why the dryer fuse burned. So my handyman cleaned it thoroughly (it wasn't that dirty according to him) I used the dryer once and it burned the fuse again. 2nd Technician (7/9/14) comes and says my dryer vent is not opening up enough, replaced the fuse. My handyman came and replaced the outside vent and all the hoses. The fuse blows again after the 1st use. This time I ask for a different company to come and fix my dryer. 3rd Technician (7/17/14) took the dryer apart and discovered it needed a new control box. It was a 5 year whirlpool dryer. Choice home warranty refused to fix it and wouldn't pay to replace it, only how much it would cost to fix it and said they would only pay me $299.99 until I argued with them I overheard them when the technician told them it would be $400.00 so they changed it to $349.99. So they told me they would expedite the check and it usually took 30 days to get it in the mail. This happened 07/17/14. After the ordeal with this company I decided to cancel my policy on Tuesday 07/22/14 before they charged me my next monthly fee on July 30th. To my surprise I just called them for status of my check (over 30 days) and they said because I cancelled they would not send me the check. When I requested cancellation someone was suppose to call me to discuss. I never got a call so decided to call in. The guy was very rude and said we already cancelled you.Desired Settlement: My policy with them was effective until midnight July 29th 2014. How can they take my monthly fee and not honor paying me back for a service that was in effect when the problem occurred. I would like to get reimbursed the $349.99 as promised. I had a policy with them for a year and a half and this was the first time I used them. This is a company that doesn't honor their contract. Never seen anything like it.

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 Dryer. Our records indicate that you requested to cancel your policy on 07/22/14, voiding any pending transactions 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.Best regards,CHW

Consumer

Response:

I am rejecting this response because, I got a call from Christine on Friday afternoon, August 22, 2014 that she was going to expedite the check they owed me for $349.99. There is no mention in the contract that if I cancel during a reimbursement when my policy was in effect that they will not issue a check for an appliance they did not want to fix in the first place. So this claim is not closed until I get my check for $349.99.

Business

Response:

We apologize for you frustration due to this claim. Our records indicate that your check for $349.99 was sent out on 09/5/14 to the mailing address we have on file. For any questions please contact our consumer advocate at ###-###-####.Best regards,CHW

Review: I am a 68-yr old female living alone in a condominium in Cincinnati, Ohio. I purchased a Home Warranty from Choice Home Warranty to cover Jan 1 2015-December 31, 2015. On May 17 the heating/AC unit stopped functioning. I called Choice @ ###-###-#### multiple times. After two weeks I finally had someone evaluate the unit. The technician claimed to have added Freon to the system. He stated he was ordering a part delaying with the "relay" system. The unit did cool for two days and quit. Approximately 2 weeks after that the technician returned. He stated he replaced the part. The unit was still not working. A second technician came out and stated the unit needed to be replaced. Finally the Choice Warranty denied my claim #[redacted] all together stating that "my warranty did not cover secondary damage". This unit was serviced in 2014. I have lived in the unit since January 14.

I am asking for relief as I feel this Company falsely advertises and delivers poor service. I made multiple calls which in many instances were rudely received. This AC issue was my only request of this company. The result for me has been to purchase a new unit which cost $7,000. I am submitting this for myself but moreover for others living on a fixed income who might not have had the ability to incur the expenses I have. Your time and attention to this matter will be greatly appreciated.

Thank you,

[redacted]Desired Settlement: I would expect they would reimburse me for the replacement of this unit as well as refund my warranty payment of $350.00.

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 . Upon review of your claim, there were two technicians that came to your home and both stated that the unit was lacking proper maintenance. They stated that the units were low on Freon; this can cause the compressor to over work and over heat. This would not be normal wear and tear; it would actually be considered secondary damage as it made the unit fail.We do see that you are requesting to have a full refund of your policy. Please review our policy Section L. CancellationsThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.If you would like to cancel your policy with us, you can call our cancellations department rather than send a letter. We do regret that this claim will not be covered per our policy Section F. Limitations of Liability #19. 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. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Consumer

Response:

I am rejecting this response because: It is not accurate. The unit was serviced in 2014. The first technician did not report that the issues were due to lack of maintenance. He ordered a part (never installed) which had to do with "relay" of power to the compressor.

Business

Response:

You stated that the tech ordered a part and never placed it into the unit a relay, that is a lack of maintenance. Knowing that the unit needed something for a repair and not having it completed from 2014 is not proper maintenance. CHW requires all units to be maintained per the manufacture specifications. Also, we do not cover any known or unknown pre-existing conditions. You are telling us that before you had your policy with CHW that a tech was supposed to place a part into the system but he didn't.We do regret your frustration and understand that this is difficult but CHW cannot cover a claim that is strictly against our policy. Regards,CHW

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!

Review: I submitted a claim on March 15, 2015. I got a call from an apparent agent of the company saying my claim was denied. I asked the person to ensure they sent me a denial in writing for my records and the person refused. I went to their website and submitted a customer service request since I was not sure who the person who called was. I later got another call from another apparent agent of the company about the issue. I explained I wanted the denial in writing since I had no official documentation about my claim or the denial. The person said that they did not have to provide me anything in writing. I find that an unreasonable business practice since I submitted a claim and have not received documentation after multiple requests. According to New Jersey law, title 11, chapter 2, subchapter 17, "an appropriate reply shall be made within 10 working days on all other pertinent communications from a claimant which reasonably suggest that a response is expected." In this case, I explained multiple times my expectations and they refused to supply the documentation requested.Desired Settlement: It has been over 2 weeks since I filed a claim. I still have not received a written response to my insurance claim. I would like to receive a written response as requested several times to the company.

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 . I am in receipt of your request for a written documentation of why your claim was denied. You stated that by NJ Law, title 11, Chapter 2, subchapter 17 that this is required by law. If Choice Home Warranty was an Insurance company, then yes this would be a requirement. Please read our contract that states in Section A. COVERAGE#3 NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, Section L. CANCELLATION that states the same.Choice Home Warranty does not provide a written form of an approval or denial, we use verbal communication and it is not within our policy to allow our customer service reps to send out emails as to the decisions also it is faster to advise our customers over the phone as to what the technician stated and what we are able and unable to do for them.We are very sorry that you are upset with the outcome of your claim and do look forward to assisting you in future claims.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.Sincerely yours,CHW

Consumer

Response:

I am rejecting this response because:

First, I am not upset about the outcome of my claim. As explained in my initial complaint, the problem is that I submitted a claim and when I asked for written notification of the outcome, the company stated they are not required to provide that. This is supposed to be a legitimate company; therefore, I requested an official response in writing. I am in business too, and when I communicate with clients, I use a company document with letterhead when requested by the client. That's what I want for my records since right now I do not have any documentation saying that the company denied my claim. I appreciate the phone call, but I still expect official documents.Secondly, if this is not a contract for warranty or residential services, please explain the nature of your business. It is obvious that you are misrepresenting your product since your name is "warranty" and the contract uses verbiage such as "coverage", "warranty", and "claim". Any reasonable person would expect this to be a "warranty" based on your contract.

Business

Response:

Dear [redacted]:Choice Home Warranty is not required to provide any written documentation for any claims submitted weather approved or not approved. Our policy can be viewed online at www.choicehomewarranty.com/useagreement. All claims can be viewed by our customers by placing their policy number along with their email address. You can see the status of a claim by going to this site. If you need records for yourself about the failure of the unit, please feel free to contact the Service Provider that came to your home to diagnosis the unit. We do apologize; since your policy has been cancelled we are not permitted to disclose any information. Regards,CHW

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

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 took out the home warranty in June 2015 to cover all of our appliances in my home, because it is a rental property and have paid $36.50 every month since then. For the first time I used this warranty the beginning of November 2015. I called for service for my dryer that was not drying. It took three days for the gentleman to schedule an appointment with me to look at the dryer, at which point I requested the service to be assigned to someone else due to lack of service. Choice Home Warranty reassigned it to another technician. However, did not notify the last one that his job had been canceled. I received a call from the first technician telling me that they were on their way to my house and would be there in 15 mins, in which case I did not schedule an appointment with them. I was just so happy that someone reached out to me that our dryer would finally be fixed so I said ok, and when he came I paid the $45 fee. The second technician then called me, in which I told them someone already had come. At any rate the technician told me that the heating element, and the sensor needed to be replaced. When they submitted to the warranty company the diagnosis it was said that the dryer was not properly maintained, which was bull. I called the warranty company and they told me that I was more than welcome to get a second person to look at it and re-diagnose it but it would be at my expense. I then would have to resubmit it to them and pray that they accept the new diagnosis. I felt like at that point it was a scam and looked further into the reviews on Choice Home Warranty come to find out there were many people that this was done to. We fixed the dryer ourselves and saved a ton of money doing so. This is a useless and waste less warranty to have.Desired Settlement: I would like my money refunded from June 2015 to now, including the $45 I had to put out for the gentleman to come out to my home.

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, I do see that you placed a claim for your dryer and that the service provider explained to us that the failure was due to a heating element that went bad and the heat sensor as well needed to be replaced this was a result from the lint buildup that was not cleaned. Per our policy, CHW doesn’t cover failures that are a result of a lack of proper maintenance. We also see that you have cancelled your policy with us and we would not be able to assist you on this non-covered claim. We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Review: choise hw claims to cover all house protection . when I made a claim the iteam was not covered. I canceled the policy with in 3 months . I was charged a 50.00 cancelation fee witch was not stated in the polict . the policy stated 10 percent witch ix not not close to the 50.. fee charged to kmy cancellation creditDesired Settlement: I am requestion the additionall credit to my credit acc

Business

Response:

Dear [redacted]:

I do show that we have refunded you the proper amount. Your policy with us started on 2/5/14, you then cancelled your policy with us 4 months later on 5/8/14. Per our policy, Section L. CANCELLATION

This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us.

This contract shall be non-cancellable by Us except for:

1. Nonpayment of contract fees;

2. Nonpayment of Service Fee, as stated in Section III;

3. Fraud or misrepresentation of facts material by You to the issuance of this contract;

4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rate refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.

Your policy was for the amount of $375.00 and you received $231.25. You were to pay the $50.00 cancellation fee.

We are very sorry for your frustration.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

: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: I have had 4 claims with this company and every one they searched for a loophole to not pay the claim.. On January 30th my boiler was making a terrible noise. I called that day but the company did not come out to check it until February 7th. The contract states that they must send someone within 2 business days or a total of 4 calendar days. The first person that came out to check it told Choice that I needed a new boiler. Choice didn't believe him and sent out a second company called [redacted] Heating(3 weeks later)who wrote up an estimate for $1600. Today (March 12th) Choice denied the claim because there were cobwebs near the ceiling proving that the reason for breaking was due to lack of maintenance. I contacted the owner of [redacted] Heating who told me that there is absolutely nothing I could have done to prevent the parts that were now bad from breaking and also told me that "the person they talked to from choice was continually provoking him to say that the issue was caused from the lack of routine maintenance and he reiterated that was simply untrue. Additionally it is likely that the issue worsened over the 3 weeks it took Choice to get someone to respond. I truly believe that Choice Home Warranty is committing Insurance Fraud. They continually search for any avenue possible to not pay a claim. Due to the numerous issues that I have had with them I have researched the contract more closely and I am completely confident that the consumer needs to be protected from their business practices. [redacted] L was the supervisor I was dealing with at Choice.Desired Settlement: I want them to pay $1500...the price of the estimate minus the annual cleaning that is normally done in September.

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 have placed claims that we were happy to assist you with:[redacted] 01/05/15 Plumbing System $200.00[redacted]7 08/24/13 Plumbing System $77.50We do see that we were unable to assist with the claim for your heating system, claim number [redacted] that you placed on 1/30/14. We do show that we dispatched BMR Contracting to you the same day. Per our policy, C. SERVICE CALLS # 2. Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours. It is the customer’s responsibility to schedule the service call with that provider. If you had an issue with the time frame that the provider had, you could have always called us back to send out a different Service Provider.Upon our technician’s diagnosis, he did state that your unit had corrosion; which you confirmed through your email to us on 2/7/15. He also stated that he believed that the heat exchanger was cracked but he could not be certain. He did send us pictures of the unit that confirms that it was rusted with corrosion. This service provider could not see the exact issue so CHW sent out a second technician to further assist. On 2/11/14 we sent [redacted] Heating to diagnosis the unit and with his findings, he did state that the valves needed to be replaced . There was a cracked heat exchanger on the unit due to the lack of maintenance that was performed. Our policy states under Section D. COVERAGE, #5. HEATING SYSTEM:EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) - Calcium build-up - Maintenance. Also, please see Section F. F. LIMITATIONS OF LIABILITY 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 for the frustration that this claim has caused you but please understand that we are following exactly what our policy states. We do look forward to assisting you with future claims.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. 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

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 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.

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!