Choice Home Warranty

Review: I had signed up with this company in hopes to keep repair cost down. Thought it was a great idea until my central air broke. So, I called the company they called a repairman to come out. That company never showed up. I had to call back up there to get another company. That repair guy came out the same day. I had to pay an extra $75 for a leak test. Now the repairman told me this company will not pay out to have anything totally repaired. He said they will come up with every excuse and reason not to. So after waiting A MONTH and me calling them asking whats going on, I FINALLY got the response of, well you had no fluid and it is a coil leak with some rust found... The repairman had called the Warranty company while at my house and told them there was no rust, and looked to be maintained... So they are lying about there being rust. The Warranty company stated this has not been maintained as this HAS TO BE a previous leak from last year. I then told her I had it serviced last year and there were no problems.. She then stated there had to of been and they just didn't find it. I asked to be transferred to someone that can close my account. The man I got was rude and every time I asked to talk to someone else or a manager, all he could say was why. I am the customer and should not be treated this way. I waited a MONTH to hear back about my claim, but when you sign up they say it will only take a few days to get up and running. This is a scam!Desired Settlement: I want my money back for the months I paid this company to scam me or for them to actually repair my A/C.

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 #5[redacted]4 for your Air Conditioning unit, Air Temperature Control Inc diagnosed the unit after the leak test was performed; that there was a leak in the A-COIL, there was rust that caused the leak to happen. The condenser was also rusted and could not hold pressure. The unit was completely out of Freon. If a unit is out of Freon and is still being used, it will seize. Unfortunately, this is a non covered claim due to the fact that CHW does require all units to be properly maintenanced by the manufacturers’ recommendations.Please see Section F. LIMITATIONS OF LIABILITY12. 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 with this claim and also that you chose to cancel your policy with CHW. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Sincerely,CHW

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: 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,

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.

Review: I have made three claims for appliance repair from Choice Home Warranty over the last year and all three claims were denied reimbursement. Furthermore, refusal for reimbursement was based on faulty information. When I've tried to correct that faulty information, they refuse to listen.

Faulty information:

1) they only cover one hot water heater and I have two. Correction: I have submitted 2 claims and they are both for the same hot water heater

2) I failed to get authorization for service Correction: I called Choice and their agent advised me that if I contacted my own plumber, that I could submit the claim and Choice would reimburse me with the claim number they provided beforehand.Desired Settlement: Either reimburse the outstanding claims - Claim # [redacted] - $244 less $45 service call fee & Claim # [redacted] - $175 less $45 service call fee, or refund me the premiums I've paid for this coverage since inception...$73.33 & 12 months = $879.96 since they were obviously not covering me.

I have made 3 legitimate claims since joining Choice Home Warranty. The first was denied legitimately but on the following two claims I followed the letter of the law and it appears they are looking for excuses not to honor the claim.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to your claims for your Water heaters. Our records indicate that a total of four claims were entered on your policy. Three claims for your water heating systems and one claim for your Garbage disposal unit.The first claim was entered on 10/02/14, claim# [redacted]. The information provided to CHW stated that your unit had sediment buildup which caused it to fail. Unfortunately, CHW does not cover failures due to sediment buildup as this is a maintenance type of failure. Please see below:D. COVERAGE6. WATER HEATER (Gas and/or Electric)EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.F. LIMITATIONS OF LIABILTY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure12. 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.The second claim was entered on 11/10/14, for your Garbage disposal; claim# [redacted]. Upon diagnosis, the service provider stated that the unit was clogged and needed to be snaked. This claim was covered by CHW. The third claim was entered on 12/14/14, claim# [redacted]. Upon review of your invoice provided it stated that work was done on the left unit in the garage, which indicates that there is more than one water heater unit in your home. Unfortunately, per CHW policy, only one unit is covered unless additional coverage is added.Please see below:D. COVERAGE The Coverage is for no more than one unit, system, or appliance, unless additional fees are paid. If no additional fees are paid, covered unit, system, or appliance is at Our sole discretion; certain limitations of liability apply to Covered systems and appliances.The fourth claim was entered on 1/19/15, claim# [redacted]. Upon review of the invoice provided it stated that work was done on the left unit, which again indicates that there is more than one water heater unit in your home. In addition, you have repairs on your unit without authorization from CHW. Per CHW policy, repairs done without prior authorization are not covered.Please see below: C. SERVICE CALLS3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: They advertise home warranty insurance, then when you put in a claim they find every excuse not to honor the claim and pay for it. They send out unlicensed/insured contractors who dont know what there doing. I had 4 claims for different appliances they agreed to repair one but I had to pay out of pocket for repairs then submit claim form but never received my reimbursement from them. The 3 others they came up with every excuse to denied the claims.Desired Settlement: Would like to have all my money back that I have paid them for the last 16 months

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, it does show that CHW has paid out $ 888.53 in claims for you since you had signed up with us in 2014. I do apologize that the there are claims that were not able to be covered, every policy has exclusions. The claim for your refrigerator was not covered because there was a POWER SURGE that took the unit out. Per our policy, we do not cover failures of that nature. We only cover normal wear and tear. If you would like to cancel this policy, please contact our cancellation department to do so. Please keep in mind our cancellation process. Section L. CANCELLATIONThis 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.Due to the fact that you are a monthly customer and CHW has paid out on your claims, you would not be entitled to a refund but we can cancel your policy upon you calling or writing in to us.Lastly, please note that CHW is not an insurance company as you have stated, we are a warranty company. It is very different than insurance as we have documented in our policy.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration. CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because: I had my own repair person come out and look at the refrigerator he said the main mother boards do go from time to time but there is NO way of saying it was do to a power serge. The outlet the refrigerator is connected to is a GFI breaker so even if it was a power serge the breaker would trip. The repairman has owned his company for 35 yrs. I believe this is just another one of your bt excuses. You also have not paid out over $800 on my claims cause I am still waiting for my reimbursement of $500 from the septic repairs. I called for claims for septic still waiting for reimbursement, claim for water heater that took 3 visits to repair. Well softer claim denied the dont cover well softner. Claim for sink garbage disposal you actually paid for. So I would like to know where you paid out over $800.00. I would like my reimbursement for both septic unit repairs and the refrigerator repairs since 3 different service repair men said you can not determine a power serge made mother board go.

Business

Response:

The paid claims that we have paid are for the following:Claim # [redacted] for your Garbage Disposal in the amount of $20.00Claim # [redacted] for your Water Heater in the amount of $189.25Claim # [redacted] for your Water Heater in the amount of $179.28For claim # [redacted] for your Septic System we advised you that once we receive the proof of repair that we will be happy to reimburse you $500 for that claim. On 06/15/15, you called and had spoken to one of our managers and he did advise this to you, you stated that you would send in the form. Once that has been received, you will receive a check in that amount.We do regret the frustration with the current claim that you have with your refrigerator. Since you have had your own technician out to your home to give a diagnosis, please have them call us as a second opinion for the authorization team. We will be happy to take the diagnosis and see if there is a different outcome for you.Thank you,CHW

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

Review: My home warranty contract # [redacted] covers "built-in microwave". I recently submitted a claim for my built-in GE microwave that was dead. After inspection by the technician, the warranty company said they will not cover the microwave because it is not consider a "built-in" based on the serial number. This specific model is a countertop and not a built in microwave. I called multiple time to confirm that this microwave has been built in since the house was built, but the warranty company said it is defined by the manufacturer.

To look for the truth, I went to GE microwave website: http://products.geappliances.com/appliance/gea-category/microwave-ovens?r=12&...⇄ which lists total 74 GE microwave models on market.

When I selected "Built-in" category, 11 microwave models pumped out, however, all of the them are described as "Countertop" not "Built-in".

Selecting "Over-the-Range" resulted in 51 models that are described as over-the range microwaves.

Selecting "Countertop" category pumped out 19 models that are described as countertop microwaves.

In deed, none of the 74 GE microwave models are described as "Built-in".

The home warranty company plays "Built-in" games to easily reject all microwave claims.

Coverage of "Built-in Microwave" described in service agreement misleads customers. There are actually two categories of microwaves: Countertop and Over-the Range, there is no built-in microwave category at least in GE.Desired Settlement: Finish the job and modify the service agreement in D Coverage, Item 9 from "Built-in Microwave" to "Over-the Range Microwave".

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/useragreement.com.Upon review of your claim, we did explain that the serial number that was provided to CHW is a counter top unit. The difference of a counter top unit and a built in microwave isn’t that it is just built into the wall as yours is. The built in units have more functions than a normal microwave unit does, it has ventilations on the bottom rather than the side. Also there is a huge price difference for the two. The counter top unit can be purchased for the amount that the tech would fix the unit for, a built-in microwave’s cost would be a lot more; these units run more due to the functions that they provide.I do understand the confusion, please understand just because the unit was placed into a space in the wall doesn’t make it a built in unit. The serial number that you have for your unit does show that this is a counter top unit. Please see the site that I have found by placing your serial number into google; you can see the unit that you have and see that it is not a built in unit.http://products.geappliances.com/ApplProducts/Dispatcher?REQUEST=SpecPage&a...⇄ always urge our customers to read our policy and if you have any questions to please contact us as we will be happy to explain any included as well as excluded items. CHW is in full compliance with our policy.Thank you,CHW

Consumer

Response:

I had carefully read the agreement before I selected the policy. The policy says it covers built-in microwave, but does not say here "built-in" is defined by manufacturer's category. If the policy clearly says this, I would carefully examine with GE. If I found that my microwave does not fall into that category, I would not select that policy. My selection was based on our common sense for "built-in" - built in the cabinet not put on the countertop. The policy actually misleads the customers. Moreover, as I mentioned in my complaint that I pulled out all 74 GE microwaves (residential, not commercial) currently on the market, none of them are classified as "built-in" by GE. Does this mean that Warranty Company actually would not be responsible for any microwave claims at lease for GE (I have not examined other brands).

If this is true, it is extremely important to explain the definition of "built-in" in the policy to keep policy transparent to customers

Regards,

Business

Response:

We are very sorry that our policy confused you and you did not realize that you did not have a built in microwave but a counter top unit. For your inconvenience, CHW would like to offer you a good will gesture of a one time free service call fee since you had to pay a technician to come out and diagnose something that we do not cover.If you accept, we will place this upon your policy for you if you should have another claim.Thank you,CHW

Consumer

Response:

I am rejecting this response because:the company did not directly respond to my complaints: 1) the policy fails to describe the definition of "built in". If I was told that my microwave that is built in in the cabinet does not fall into the "built in" category defined by the manufacturer (GE), I would not have selected the policy; 2) I examined all microwaves sold by GE. In all listed 74 models, none of them are defined as "built in". It seems that the company plays a "built in" game to escape the actual responsibility for coverage of microwave. I did not check other brands.

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.

Review: Choice Home Warranty has wrongly denied my claim to have my air conditioning unit repaired or replaces per the home service agreement which I bought and paid for. They originally claimed that the unit "was improperly maintained" and when presented with a decades records of annual cleaning and check ups by a qualified service technician they changed their denial saying it is not due to "normal wear and tear". The service technician they sent out says this is totally untrue, the claim is valid, and that Choice Home Warranty has a long record of unfairly denying claims. He offered to get on the phone with them via a 3-way call and advocate on my behalf, but they refused to listed to what he had to say.

I live in Central Florida and without air conditioning, my home is uninhabitable. They are stonewalling me (leaving me on hold forever, telling me they will call back– which they never do) and giving me contradictory information. They will never let me speak to the same person twice, and they keep giving me different excuses. They were happy to take my money, but when I have a claim, they refuse to pay for it. This is not only unethical, it is illegal.Desired Settlement: I want them to honor the warranty they sold me and to repair or replace the air conditioning unit, so I can live in my home.

Business

Response:

Thank you for resolving this matter with our Manager Jose, he has advised me that this claim is resolved to a mutual agreement with your son. Kindly close out the complaint as we have a mutual agreement in place.Thank you,CHW

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: This company warrantees household systems and finds any reason to not cover a problem no matter how erroneous or ridiculous it is. I have already had 2 legitimate claims filed that were rejected for illegitimate reasons. This is not a reputable or honest company to deal with and when you try to cancel they hit you with charges and anything they have already paid out. If you decide to not cancel, they tell you "too late" and cancel you anyway. They are dishonest and should not be allowed to be in business.Desired Settlement: They should authorize the repair of the heat pump which failed due to age (27 years old).

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted].Upon review of your claim for your heating system, it was found that the unit stopped working due to a lack of proper routine maintenance. The technician advised us that the coils were dirty, clogged and unit was on a pad that was full of dirt and debris on the bottom. The compressor stopped due to an overload. Per our policy, Section F. Limitations of Liability #12 states that CHW is not responsible for repairs related to a lack of proper routine maintenance specified by the manufacture.We do see that you had spoken to the head of customer service and they did offer to provide you with a full refund of the policy, since you disagreed with the outcome and hence the policy.We do regret your frustration however; CHW is in full compliance with the terms and conditions of the policy.Sincerely,CHW

Review: On 12-1-15 my oil heater stop working, I have home warranty account from choice home warranty, so I call,1st they had a technician come over and he told me I didn't have any oil,well I know that wasn't the case b/c I have an oil contact, so I call CHW Back and they told what there technice said, so I call my oil company they came out and diagnosed a Crack heat exchange, so I fax over there diagnosis, so choice , sent the same ([redacted] ) same tech this time he said I hade a clog oil line which is not cover,I told CHW I don't agree with there finding, so they told to get another opinion, so I called [redacted], In less then 5 minutes he told me I had a creak heat exchange, put the [redacted] tech on the phone with CHW,He told them my family is lucky to be alive,after he hung up ,CHW call me and told me they won't cover the heater b/c I didn't maintain it!?how is a 30yrs old heater not maintain?but they take my money ever month.Desired Settlement: I would like what they promise, if they can't fix it they replace it or give me the fund to replace it .

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, we do see that the technician that was dispatched did mis-diagnose the system. CHW has taken actions against that specific technician; their company will ensure that they do not send that specific technician out to any of our customers again. Per our policy, Section F. #19 does state that CHW is not responsible for the technician’s negligence. We did receive the diagnosis that you had provided from your technician, [redacted] and the pictures of the unit. The pictures and the technician confirmed that the unit had failed due to rust and corrosion. CHW does promise to either repair or replace units providing the failures are not part of the excluded portion of our policy. All units must be properly maintained per the manufactures specifications and the failure cannot be due to rust or corrosion. Per the policy, Section F. Limitations of Liability #12 states that we do not cover for a lack of proper routine maintenance. The records that you sent to us do not show that the levels were check on the unit that the technician checked. It did not show the serial number or model of the unit that was being checked. A normal [redacted] maintenance was not completed for this unit and the failure being rust or corrosion is not a covered claim, per section F. Limitations of Liability #1, which states that CHW does not cover for failures due to rust or corrosion. The pictures that were sent to us clearly show that the heat exchanger was rusted and that caused it to crack.CHW does abide by the terms and conditions of the policy. We would be happy to cover the claim if the failures were within the guidelines of the policy unfortunately, this failure was not. If you would like to cancel your policy, as you had stated you wanted a refund. Please see Section L. Cancellations of the policy. You chose to be a monthly policy holder and therefore you pay for the policy each month. We have provided you our services for those months and there would not be a refund. If you chose to cancel you would not owe anything as we normally would charge a $50 administrative fee but you would not receive a refund,We do see that CHW has assisted you in prior claims that you have had and we do look forward to assisting you with future claims.Sincerely,CHW

Review: I selected to purchase a 4 year Choice Home Warranty on June 17, 2015. On the 13th of July 2015 all of the power to my home went out. I contacted Choice Home Warranty that evening, informed them that it was urgent due to the fact that I had a disabled person in my home and it was 116 degrees. They said they couldn't do anything until the following day. They sent an electrician out on Tuesday the 14th of July and contacted me to inform me that they wouldn't cover the repair due to the fact that the electrical panel was on the outside of my home. I told them to cancel my warranty and they said I had to call between certain hours. I called again during hours on the 15th of July to cancel the warranty, was transferred several times and finally spoke an Aaron [redacted] and he said he refused to cancel my 4 year warranty, Now they were going to cover my electrical repair if I paid them $500 more. I told him to cancel my warranty immediately on the 15th of July and I wanted a full refund. He told me to think about it over the weekend and refused to take my instruction to cancel the warranty and said that I would get a full refund if I did go ahead and cancel. I called him on his number ###-###-#### and got his voice mail and left a message to cancel the warranty again on the 18th of July. The company took two payments of $575.00 total of $1150.00 and charged it to my Visa card. To date they have not refunded any of the money. I do expect a full refund since I canceled the warranty in less than a month and had such an appalling experience. I phoned again on the 4th of September and was informed that they canceled it as of the 28th of July and that a supervisor would call me back. No one has ever returned the call.Desired Settlement: Full refund in the amount of $1150.00.

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/useragreement.com.Upon reading your complaint you stated that the power went out in your home and due to this power failure your electric and air conditioner failed. Per our policy we do not cover failures due to power failures. Please see section F. Limitations of Liability #8We 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.I do see that your policy has been cancelled and you were provided a pro-rated refund as per our policy Section L. Cancellations, you placed a CHW did provide the service of dispatching a technician to your home, therefore you are not entitled to a full refund. We do apologize for any frustration that you have experienced.Regards,CHW

Consumer

Response:

I am rejecting this response because: I Called Choice Home Warranty within the first 30 days of the contract to cancel. I have attached the AT&T call logs and the numerous times that I phoned(8 times in total) to cancel which I can do within the first 30 days of the warranty. They repeatedly told me that someone would phone me back and no one ever did. On the morning of the 17th of July at 6:31am I called again and they transferred me to a Director, Mr. Aaron [redacted] and I spoke to him for over 30 minutes and he blatantly told me that he would not cancel my contract. Hence the long phone call of me repeatedly instructing him to cancel my warranty. He then told me that they would cover the electrical panel fault but I had to pay another $500. I again instructed him to cancel the contract. He told me to think about it over the weekend and I would receive a full refund if I decided to cancel after that. I told him I would NOT change my mind and called again his direct number (###-###-####) and canceled AGAIN on the 18th of July. This is all documented in the AT&T billing as proof.To date I have not received a refund of any kind. They have not sent a credit to my visa card nor have I received a check. I have also attached the charges against my Bank of America credit card for your records. Again there are NO credits from CHW.

Business

Response:

Per our policy, you are permitted a full refund of the policy within the first 30 days PRIOR to the policy start date. Your policy took effect 8 days after the purchase, in this case providing you did not process any claims; you would be able to receive a full refund but because you did place a claim and CHW did use our resources to provide a technician to your home, you would be subject to the Cancellation fee associated with the policy. Please see Section L. Cancellations.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-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.I do see that after your 2 claims were advised not covered, you disputed the charges on your credit card stating that we (CHW) did not have permission to charge your credit card when you did sign up with us. This being said, we cancelled your policy as you disputed the charges and broke the contract agreement.You would have to speak with our Cancellations team to discuss if we are able to do anything for your policy since you did break the agreement. We still might be able to provide you with a prorated refund of what you had paid determining that outcome of the chargeback.Thank you,CHW

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.

Review: We purchased home warranty coverage with Choice Home Warranty, and the technical nature of the exclusions within contract are out right not in the best interest of the customer. The advertisements and what you are told about the coverage at the time in which you sign up over the phone in our case is totally different than what you receive in writing. We had our hot water heater go out in September of 2015, and they sent a contracted technician out and he determined that the tank had developed a hole and the entire unit required replacement. Customer service was contacted to get approval to replace it and they denied it stating "they don't cover the take assembly" only the internal valves etc. I told them this was not what I signed up for, and they only made a jester to pay $250 towards almost $1500 replacement cost.Desired Settlement: We would like to be reimbursed the full amount of the out of pocket expense and for a review of the companies very deceptive telephone sales vs written contracts. I have never as a retired disable veteran been so taken aback by a companies actions. I still work for the department of defense and there is no way shape or form recommend or provide any positive customer satisfaction given my experience with this 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.Upon review of your claim, we do see that you placed a claim for your hot water heater and under the exclusions of our policy; this would not be a covered claim due to CHW not covering the actual tank.We do see that you have cancelled the policy and did receive a refund based upon our Section L. in the policy. We regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: I have a problem with my air conditioning unit, which is suppose to be covered under their contract for repair or replacement. They claim the air conditioner malfunctioned because of rust, however the technician that came out to repair the unit did not state the unit malfunctioned because of rust. I was informed that the condensor coil was leaking, not directly related to the area that have the rust. Also the Technician explained that these unit will accumilate areas of rust by the nature of their operation. He suggested the unit be replaced. Their contract, as pointed out to me by a customer service person, they will not cover the repair or replacement of my a/c unit because of the rust. It was explained by the repair person that all a/c unit will develope rust when used by the nature of their operation. The reason for non repair is a scam.Desired Settlement: In purchasing this service, I was told airconditioners were covered for repair or replacement. I desire my unit to be repaired or replaced.

Business

Response:

[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]. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, I do see that CHW has assisted you in your previous repairs for your dryer. We do regret the frustration with this current claim for your Air Conditioning System. Per the diagnosis from the technician that we received, stated that the leak in the system was caused by the rust and corrosion that you had on the unit. Per our policy, Section F. Limitations of Liability #1 states “1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.” Also, if routine maintenance was done on this unit, the part of the unit that had rusted enough for the leak could have been prevented. Per our policy, Section F. Limitations of Liability #12 states that CHW will not be responsible for repairs that are lacking proper maintenance. The customer has to follow the manufactures specifications in regards to the cleaning of the unit and also they would have been able to assist with keeping the unit from having a leak. Please see Section F. #12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We do regret your frustration with this claim, CHW does appreciate your business but unfortunately this would not be a covered claimWe urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. Best regards,CHW

Review: I signed up with Choice Home Warranty on June 29, 2015. On August 1, 2015 my air conditioner was not cooling. I contacted Choice Home Warranty for repairs. A Technician shows up to my resident and informs me that Choice would be in contact with me. I contacted Choice about my A/C unit and their customer service representative stated My system was contaminated. They were unable to explain the issue(s) with the A/C, however; they were sure that the problems were NOT covered under my warranty plan. I then contact a local A/C company to fix my unit. They were able to fix the problem by simply flushing the drain line with water from my garden hose.On August 7, 2015 I again contacted Choice to have the keypad that controls my built in oven-microwave unit repaired. On August 11, 2015 Choice informed me that the key pad and the board needed to be replaced and that I would have to pay $390.00 out of pocket for this repair. I then requested they review their warranty contract regarding the oven-microwave repair (Please see attached, item #9 from Choice Home Warranty booklet). I then asked Choice what exactly they covered...to this question I received no response. At this time I requested a FULL refund in the amount of four hundred and forty dollars ($440.00) due to the fact they have refused to honor their warranty contract agreement. I was send to their retention department and spoke with a RUDE representative by the name of Kyle (He refused to provide his last name). When I sternly requested a refund, Kyle stated that he would process my refund and forward an email receipt to me right away. As of today I have NOT received any e-mails from Choice, or my refund. On August 12, 2015 I called again and spoke with a Choice representative who identified herself as Sarah working in the retention department, I requested a written explanation for the denial of my claim, Sarah refused stating that I am to call the Technician at Just Cooling and Air and request said information from them. I also inquired about my refund in which Sarah RUDELY stated "You will have to wait to see if you will be getting any refund".ATTACHMENT FROM CHOICE WARRANTY CONTRACT BOOKLETBUILT iN MICROWAVE INCWDED: All components and pars, ercep~: EXCLUQf D~ Doors -Hinges -Handles -Doors -Door glass -Lights -Interior linings -Trays - Cfocks Shelves - Porfobfe or caun~r lop units - Mcing -Mead probe assemblies -Rotisseries, 10. OVENlRANGEJSTOUFtt'OOfCfiOP (Gas or Elecfic, Built-in, i'orinble or free Stmdirg). INCLUDED: IVE cflrnponents and parts, except: IXCLUDED: Clocks (unless they affect the cooking func~ifln of the unit) -Meat probe asse~~blies - Rotisseries -Racks -Handles -Knobs -Door seals -Doors -- Ninges - LighEir~ and handles -- Glass - Sensi-heat burners will onry be replaced with standarci burners. 11. DISFIWASDesired Settlement: I am requested a FULL refund in the amount of four hundred and forty dollars ($440.00) due to the fact they have refused to honor their warranty contract agreement.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your Microwave unit, we do see that we were offering to pay half for the repair as this was non-functioning due to secondary damage. CHW offered to pay for the part that was the initial failure. We also see that on top of the portion that we had agreed to pay, we had offered you a goodwill gesture of $200 that you did refuse and insisted on cancelling your policy. Since your policy had been opened for more than a month and you did have the first 30 days prior to the start date to review the policy we were able to refund you as per our policy, a pro-rated refund that you did receive.You also did request a written letter of denial and it was provided to you on 8/17/15. It does state: Dear Patricia Moore,Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs. We appreciate your business.With reference to claim # [redacted] for your Microwave, after careful review of the diagnosis, we have determined that the claim does not fall under the terms and conditions as a covered repair. Therefore, we regret to inform you that we are unable to provide an authorization for the following reason:Please refer to your home service agreement Section Letter F, Number 19. CHW is not responsible for repairs related secondary damage.We do regret any frustration with this claim or for any other claims that you may have had. CHW is in full compliance with our policy. We also regret that you had chosen to cancel your policy; we did all that we could do for you in accordance with the policy to assist you with this claim. Again, please refer to Section F. Limitations of Liability #19 to see the exclusion for secondary damage and also Please see Section L. Cancellation for the process of your refund.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because:Please note that my microwave and oven is a combination unit that is operated by the same key pad (see below in attachment). My unit it practically new and the EXACT same unit is presently being sold by Lowes at a discounted price of $3, 329.00. As stated, in CHW response referring to their home service agreement Section Letter F, Number 19 has NO bearing on issues with my key pad. What is “Secondary damage”? According to CHW Contract warranty booklet Section Letter D Number 9 and 10 built in microwaves and oven including ALL components and parts are covered. In addition, although I made SEVERAL requests for a written decision, CHW DID NOT forward me a written decision on my microwave until Monday, August 17, 2015 at 12:28pm (see below in attachment) After, I wrote to the Revdex.com. In addition, CHW has NOT provided a written explanation for denying repair work to my air conditioner unit.As of today, CHW did refund me in the amount of $348.33, which is $91.67 short of my full refund. I am requesting that the $91.67 be refunded immediately since CHW refused to live up to their written agreement.

Business

Response:

You are not eligible for a full refund as the 30 days has passed for the policy. Once you sign up with CHW you are able to cancel before the policy starts for a full refund. As per Section L. Cancellations you would have a pro-rated refund that you did receive. Secondary damage is when something breaks and it causes other parts to break, for example with your claim, the initial failure was with the touchpad the component failed and send an errant signal back to the board, that caused the short.The secondary damage was to the main board. We do regret your frustration with this claim, we do show that the pro-rated refund was already placed onto your credit card on the 14th.Thank you,CHW

Review: I had a problem with my a/c. They said that they were not obligated to fix it since it did not satisfy the terms of the contract. That is false. I had someone else fix it at a cost of $1900.

When I appealed their decision, they said that their decision was correct. They claimed that that was the first time that I had used the a/c that year which is false. I did not say that. The failure occurred at a time of year that they could claim that, believing that they could get away with it. I had used it a few times earlier this year with no problems. The technician that fixed it said that he found the system undercharged and that the compressor failed due to a lack of freon which was a result of a leak in the system. I have documentation supporting that. They claim that the compressor failed due to a worn out part which must have already been worn out prior to the beginning of the contract. If it was worn out before the beginning of the contract, how could it work properly a few times before its failure? If it was excessively worn but not quite to the point of failure, they would have been contractually obligated to fix it.

The contract states "proper working order". The company states that the part that caused the compressor to fail was not in "proper working order" at the beginning of the contract due to its excessive wear. That is an abnormal, impractical, and unfair way of interpreting that phrase. If they were allowed to use that interpretation by saying that they are not obligated to fix things that were excessively worn prior to the contract, they could deny any obligation within the first 1 or 2 years of the contract.

It is clear that they are making false and deceitful statements to wiggle out of their obligation.Desired Settlement: Refund the $1945 that I spent on something that they were obligated to do. This includes $1900 to the repairing technician and $45 for the warrantee's service charge plus $1000 for unnecessary stress that they caused us, totaling $2945.

Business

Response:

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

experience and we sincerely regret your frustration and discomfort.

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

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

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

we rate our contractors.

Choice Home Warranty provides home warranty service coverage on the systems and

appliances listed as “included” under the terms of the User Agreement. It

is important to read and understand the coverage and terms offered by CHW.

Your air conditioning claim was denied because the contractor stated the failures were pre-existing and caused due to a lack of maintenance.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: of their decision to not honor their warranty. There are still misleading items in their response. May 21st (the day that my air conditioner broke) was not the first time that I used my air conditioner this year. I used it more than once prior to that date and it worked fine every time.

After CHW refused to honor their contract, I called a licensed HVAC technician to take a look at it. He said that he believed that the failure of the compressor was due to a recent leak in the system. This leak let all of the freon escape which then burned up the compressor and called for a new air conditioner. This a/c expert's findings are consistent with section A of the warranty which, being a covered , calls upon CHW to fix and/or replace my air conditioner. Since I had to replace my a/c at

a cost of $1900, CHW owes me that $1900. My technician's findings and receipt are both documented. I have already sent CHW a copy of them and Revdex.com can have a copy upon request.

I reject CHW's explanation and call for them to refund my $1900.

Regards,

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 .

We regret your frustration with the outcome in regard to claim # [redacted] for the Air Conditioning. While your recent response indicates

that you used your air conditioning unit several times prior to the failure, during our initial claim intake process on 5/20/2013, you indicated to our

representative that the issue was discovered upon the first time you turned the unit on for the year. Our screening

process asks very specific questions in order to gather as much information as possible. This response would indicate

that the failure that occurred was clearly a pre-existing issue that could not have occurred from wear and tear while using after the policy effective date of

January 19, 2013. Additionally, it was determined through our intake process that maintenance service had not been performed for approximately 1.5 years.

While we can certainly understand your frustration with the result of our claim decision, upon further review this is a non-covered item as

described in Section F. 1. of the Terms of Service Agreement:

The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and

appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.

Therefore, we are unable to honor your request to reimburse you $1,900.00 for the cost of the repair.

As a good faith gesture, Choice Home Warranty is willing to offer your next Service Call Fee free of charge to you.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any

trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

Review: My house appliances is covered under choice home warranty. this is 3rd time they are denying my claims.

1st I claimed for dishwasher, they denied with the reason of saying it had problem before warranty- which is not true.

2nd claim for microwave- the denied with the reason that I played with making door malfunction.

3rd which is recent claim for my heating system-they are denying with the reason of damage is due to secondary damage- they are making every reason to deny themDesired Settlement: I need your help to get solved these issues they are giving me hard time to repair or replace my appliances

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.In reviewing your claim for your heating system, we do see that the technician that came out first found the blower wheel broken and he replaced the part. He came back to your home on 12/2/15 and stated that the motor had failed. He explained to us that the reason that the motor had failed was due to the wheel damage. He stated that the damage caused additional strain to the motor causing the winding to be weakened and fail.Per our policy, Section F. Limitations of Liability #19, states that CHW does not cover failures that are secondary to the main failure. We did however agree to fix the original issue of the wheel and you can always use our technician to have the repair completed.In reference to your Dishwasher, I do see that CHW did provide you with a goodwill offer and you did accept this offer for the amount of $150.00 to go towards the replacement.In reference to your microwave unit, you advised the technician that you were trying to adjust the door switch and the technician tried to assist you but the door was warped. Also, our policy does not cover the doors for the unit. The technician stated that when he had left the home your microwave was working but you advised him that you were going to try and adjust the door again. Please review Section D. Coverage 9. BUILT-IN MICROWAVE-the FIRST excluded item shows DOORS. The door is not a mechanical issue and we do not cover them or the lights. Below shows the exclusions to the microwave:EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.We do see that on all the claims that you have placed, CHW has assisted in all of them. Providing a goodwill gesture for the first claim that was not covered per our policy Section F. Limitations of Liability #1. Your microwave, although we do not cover the door, we did provide the technician with the authorization to go to your home and assist you. The last claim for the heating system, we did cover the primary failure.We urge all customers to take the 30 day grace period to review their policy and contact us with any questions that they might have. This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section A. Coverage #3.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