Choice Home Warranty

I called for help with my leaky kitchen sink. I was greeted with a positive attitude from the rep I spoke with & I received an immediate response from customer service & the company chosen to represent CHOICE. The plumber responded within 15 minutes, arrived 10 minutes late for appt the next day(acceptable) & took care of the problem. This is my first claim with CHOICE & I am happy that the reviews I read did not determine the response/assistance that I received from them.

Review: I purchased a Home Warranty and while the contract states that coverage begins 30 days after enrollment, Choice questioned the fact that I made a claim shortly after the 30 days. Also, even through the contract states that the home warranty provides repairs/replacement of "covered systems" that were in the home in proper operating condition on the agreement effective date, and it did not matter the age/make or model" now Choice is saying that the part that the electrician stated is needed could not have gone out in the time frame of my coverage. The part that was needed for the AC is not included in the excluded section under AC/Cooler section of their contract. Additionally, the AC was working properly until the date of my claim, which was after the effective date. (contract is conflictual in that although it states that Choice covers service if applicance is working, meanwhile it also says it does not cover known or pre-existing conditions." This clause could basically cover Choice from repairing anything that they don't wish to cover, as anything that breaks could be deemed pre-existing, to prevent them from covering. Also, on their home page, they only include positive testimonials, so people who are looking for service do not see honest concerns of many displeased customers." This is misleading to the public.Desired Settlement: I have paid them three months for 3 different contracts, that are totally written in such a way to prevent them from really having to cover anything major, if needed. I started the contract in May 2013 and paid two additional months (June and July) and they are not willing to honor their Included coverage services under AC.

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 leak in your condenser is not normal wear and tear, it is a failure caused by a lack of maintenance.

Your accounts were on monthly plans, the day you requested to cancel is the day CHW processed your cancellation and did not bill you further.

We are sorry we could not assist you.

Consumer

Response:

I am rejecting this response because: I disagree with their response. It does not matter why I reject their claim, they will continue scamming as many people as they can. However, I will make it my business to let everyone that I know, Realtors, family, friends, etc. that they should NEVER choose Choice as an option for a Home Warranty.

Review: I purchased 2 home warranties in March 2013. I contacted them to explain that my AC unit was not cooling after about 6 weeks of having them. They sent a technician out that claimed that my unit was very old without a serial number/model number and it was swollen. None of that was true, we have always had home warranty on our home for over 10 years and the last service man documented the serial number and model number. We just had it serviced twice in the prior year and I submitted the documentation showing what had been done. EVERY MAIN INTERNAL PART WAS REPLACED ON THE UNIT! Choice made every excuse to not follow up with a second opinion. My husband then contacted a repairman and he was able to determine that there was a leak in the coiling system. I then informed Choice of this after numerous calls that I made to Laura ( who routinely neglected to return my calls or when I did speak with her the computer system was down). Towards the end, she seemed to want to resolve the issue after I expressed how this would be considered fraud and failure to honor the contract. She refunded half of my payments but I requested all of it including the service fee that was paid to the lying, lazy AC technician. She wanted me to sign a no liability statement and I refused and she put her big dog, Alex on the phone to try and over talk me and he then re-denied my claim again. I am so tired of dealing with crooked people and companies that take without no regard for ethics and morals. With all the present and prior complaints Choice Home Warranty have against them, I think I will just sit back and wait for the class action lawsuit to come.Desired Settlement: I would like them to send a second technician out to verify the freon leak/fix the problem and document the accurate data that was inaccurate by the first technician.

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 our vendor stated the system failed due to a lack of maintenance.

The documentation you had sent in show repairs when there were problems not routine maintenance.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: Please accept this as a formal grievance to your decision to not cover my air conditioning unit repairs. My situation was first reported to CHW/ HWA on June 25, 2013 (via claim #[redacted]) when I noticed that my drain was becoming clogged and that the A/C unit was not cooling as efficiently as it had in the past. This upstairs A/C unit was turned on toward the end of February… beginning of [redacted]h, since Texas temperatures require upstairs areas of homes to be cooled. A technician was sent to my home that thoroughly tested my unit and found that my drain was becoming clogged and the Freon was low. After performing a leak test he determined that the coil on my unit had developed a leak. After the technician called CHW to obtain approval for repairs (a replacement coil and addition of Freon), he was approved by CHW to add Freon but not to replace the damaged coil. No one from CHW ever described for me, the person who contracted with CHW to provide home warranty service, that the coil would not be covered because it was a preexisting condition. Instead, CHW decided to provide the technician with a “band-aide” approach to fix a problem that could not be fixed with simply adding Freon (a band-aide). For this service, I paid the required service fee of $45.00. The A/C unit cooled effectively for approximately 2 months until I noticed that the unit was again struggling to keep the upstairs cool. On August 16, 2013, I again called CHW to report the problem and was assigned a new claim # [redacted]. I would argue that should not have been assigned a new claim and rather that my initial claim was not satisfied by the actions/ approval of CHW. CHW proceeded to come up with multiple different excuses for not paying for the service of fixing my unit (ending with it's a pre-existing condition). CHW is in the business of false promises and ripping ogg consumersDesired Settlement: I want my 2nd service fee refunded since it was not a second claim. My initial claim was not satisfied. I want CHW to pay for the repairs to my A/C coil as was originally requested and diagnosed as the problem. The fact that CHW authorized and paid for any service on the original claim inherently determined that the claim was not for a preexisting condition. I want all future communication in regards to this matter to be in writing.

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

6/25/2013, Claim # [redacted], Air Conditioner, $95.00

We regret your frustration with the outcome in regard to claim # [redacted] for the non-functioning air conditioning unit. In an effort to re-examine the

issue, Choice Home Warranty would like to send another technician to your property to conduct a more thorough assessment of the leak.

There would be no cost to you for the visit and diagnostic work, which should include an electronic leak test. This is something that is not typically covered

by the Choice Home Warranty Service Agreement. We have attempted to contact you via telephone to discuss this; however, we have been unsuccessful.

You may contact me directly at ###-###-#### to further discuss the matter.

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

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: at home air conditioning broke down and made a call to choice home warranty. .

at home air conditioning broke down and made a call to choice home warranty. they sent a technician to check my unit he found a electric problem. The technician told me I had to call home warranty choice to make an appointment with an electrician to come and check the electrical problem. the electrician when I get home tells you the poblema was in the roof is where my air conditioning unit this. electrician answered me that he could not climb the roof. but then I am charging me 45 dollars that are paid when technicians visit your home. I got in touch with home warranty choice. I were told it would communicate with the technician to know their diagnosis. I did not receive any document where I was informaon the problem choice home warranty never contacted me I did two days later and told me that they could not fix my electrical problem because they contacted the technical and gave them their own diagnostic. they dialed again to communicate with the department manager I was put on hold for 1 hour 30 min and never nadien short answer is the call dialed again and the same thing happened. I think I have not received better treatment as a customer of this company pay my bill each month, is not fair to treat me this wayDesired Settlement: I seek to resolve my problem.And is respected as a good customer

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 CHW has assisted you with previous claim:Claim # [redacted] for your Oven Stove Cook in the amount of $142.78For the claim that you placed on 5/22/15, we had explained to you that since the condenser was located at the top of the 3rd floor, we were unable to have a technician go to the roof due to the steepness. The technician would need some type of crane. That is not something that is covered by our policy. The technician also stated that there is something wrong with the “disconnect” but again would have to investigate and could not due to without the assistance of a crane. The technician did inspect the service panel and found no issues. Per our policy, Section D. Coverage4 Air Conditioning System- Excluded is cranes. We do see that you had already cancelled the policy that you had with us on 6/9/15. We are very sorry that you chose to cancel your policy with us. Due to this cancellation, CHW is unable to assist you with anything further with this claim.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Review: Bought a home warranty that claimed to cover unexpected home repairs. When my heater stopped working they sent out a repairman he replaced fan motor after that the compressor broke completely. They are now not fixing it because they said my filter & coil were dirty and I failed to maintain my a/c. I provided proof that my HVAC system had been serviced & maintained. I provided documentation even though it was not a requirement in my contract. The Technician they sent out said they will always find a reason to not cover repairs. I also had 2 separate 2nd opinions that a dirty filter or coil would not make my compressor ground. This repair should be covered because they claim to cover regardless of age. In the meantime we are without heat. The customer service doesn't not cooperate or return calls. This company needs to be shut down because they are stealing customers money and not delivering service. I have attempted to contact them everyday since the claim was denied.Desired Settlement: I want to be refunded the amount I paid for 4 months of service plus $45 service call. Total $204.96

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with the outcome in regards to claim # [redacted], for your Heating system. Upon diagnosis, the service provider assigned advised CHW that your unit failed due to lack of maintenance. The technician pointed out that the filter as well as the coil was dirty. A second opinion diagnosis was submitted to CHW to review. The information that was provided by that technician also stated that the unit was not well maintained. Unfortunately, CHW does not cover failure that are due to lack of maintenance. Please see below:F. LIMITATIONS OF LIABILITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I purchased a home warranty contract. On December 20th, 2014 I had a pipe burst in the kitchen of my home. I contacted Choice Home Warranty and told them what happened and that I needed a plumber. They informed me that they couldn't get a plumber out to my home until Monday and the incident happened on Saturday. After explaining to their customer service representative that I can't go the weekend without water in my home, they told me that they can't help me. I told them that they have to help me that that is what the warranty was for. The representative explained to me that the she was just an outside person and only handles weekend situations that the main company isn't available on weekends. I explained to her that it's not my problem that their company operates like that. I then told her that I can find a plumber to come out. She told me to do so and she would send me a reimbursement form. I hired a plumber. The plumber came out and charged me a total of $618.62. After filing the reimbursement form with Choice Home Warranty, they contacted me back and told me that they will reimburse me $75. That is unacceptable and a dishonest business practice.Desired Settlement: I want them to reimburse me for the amount spent on the covered part of my 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 claim # [redacted], for your plumbing claim. CHW tries to assign the first available technician. However, we cannot control their scheduling as we don’t know the availability of neither the technician nor the consumer. CHW does offer reimbursement to our customer’s if they choose to use their own technician. Our records indicate that the claim was dispatched hours after the claim was place. The service provider reported to CHW that he was advised that repairs have been made when he called to make appointment. Upon review of the invoice of repairs, the information stated that the technician replaced an angle stop under kitchen sink and replaced the main shut off valve on the outside of the home. Per CHW policy, all work done without authorization is not covered. CHW policy also does not cover failures outside the home.Please see sections below:A. COVERAGE1. Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);C. SERVICE CALLS3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.However, in effort of good customer service CHW is reimbursing for the replacing the angle stop minus the $45 service fee due by the customer per claim. Authorization was enter for $75.00 to be sent to you.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

[redacted]

I am rejecting this response because:

I did not accept there $75.00 offer. I told them to send whatever they want but that is not where this will end. I have not received anything from CHW nor have I cashed anything from CHW. They are just trying to sweep this away.

Business

Response:

Dear Consumer, Although CHW has already sent out $75.00 towards this repair. CHW is willing as a gesture of good faith to offer you a full refund of $225.00. Please be so kind as to affirm acceptance and we will be happy to issue a check to your attention and consider the matter resolved.

This company has twice refused to repair my A/C unit. The reason given was "improper maintenance". Both times, their Service Tech informed them that was not the case. The unit is in Texas and the company is in New Jersey.

Review: during a check of my AC unit, the technician discovered a leak in the Evaporator Coil. Because of the age of the unit, the coil could not be replaced which required. an Air Handler replacement. When the Technician submitted that to the claims department, they would not accept it until they spoke to the technician AGAIN. At that point they denied the claim siting the only way the coil could develop a leak was from poor maintenance. The conveyed to me the Technician stipulated that in his report. If he had stipulated it in his report, why did they have to talk with him AGAIN?

They realized it would be a significant expense & found a way to deny the claim to avoid honoring their contract.Desired Settlement: I want them to honor their contract & replace the unit due to normal wear and tear as stipulated in their contract.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regard to claim # [redacted], for your Air Conditioning System. Upon diagnosis, the Service Provider stated that formicary rust caused a Freon leak on the coil. Unfortunately, the CHW policy does not cover failures that are a result of rust and corrosion. This is also a failure due to a lack of maintenance. If the unit was properly maintained, the rust and corrosion could have been avoided. Please see Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.Also please See Section D. COVERAGE:4. AIR CONDITIONING/COOLER:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.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: The Technician stated the coil DID NOT FAIL due to improper maintenance. The failure was due to normal wear and tear. YOU denied the claim ONLY after you COULD NOT convince the Tech to change his recommendation. YOU LIED on your denial. You are a Dis Honest company that is only trying to make money by cheating your customers. The system was 30 years old & the service contract was reaching its end. THAT'S why you denied the claim.

Business

Response:

Dear Consumer, Although this is not a covered claim in which CHW is obligated to pay. CHW is willing as a gesture of good faith to offer you a refund of $306.40. You purchased the policy for $629.00. During the time of the policy CHW has paid $322.60 in claims. CHW has waived the prorate of the policy as well as the $50.00 administration fee and hence current refund is $306.40 ($629-$322.60 = $306.40). Please be so kind as to affirm acceptance and we will be happy to issue a check to your attention and consider the matter resolved.

Review: Per our warranty for home repair with Choice Home Warranty (CHW) Co., we made the following claim.

On March 20, 2015 the water line in the house was leaking. So, we contacted CHW. They indicated that they did not have any of their approved repair person available to make the repairs. and we can call anyone of our choice. So, we called a local company ([redacted] Service Inc). The technician from [redacted] Service Inc explained to CHW that it was leaky pipe inside the house. It had nothing to do with hose bib. The repair was authorized by CHW on that basis. I was assured that I will be reimbursed for the cost of repair after I submit claim form and repair receipt (both attached). After, I submitted the claim CHW denied the claim indicating that the pipe was connected to the hose bib and therefore claim is denied. CHW customer service talked to [redacted] Service technician and "interpreted" work performed in their favor after approving the claim.

I believe CHW is gouging us and interpreting the warranty in their favor (I have attached relevant section of the warranty).

I would greatly appreciate your help in getting refund of $330.00 for which CHW is responsible.

I believe CHW is irresponsible, unethical, unscrupulous organization and is gouging the customers by false and misleading advertisements. I strongly urge you to investigate their business practices also.Desired Settlement: Refund $330.00

Business

Response:

On 3/17/15, you placed a claim for a Plumbing Stoppage at that time you had requested to use your own technician. CHW advised the you that he may use your own technician but you have to have the technician contact our authorization department in order to receive an authorization for any work performed. We explained to you that per our policy, Section C. Coverage # 3. We have 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.On 4/29/15, we received an invoice along with the your reimbursement form from the technician stating that you did have the work completed the same day as the claim was placed. We contacted the technician and we were advised that there was a broken pipe for an outside hose bib. On 7/16/15. We explained that we had spoken to the technician and per our policy, Section D. #8 states that we do not cover Hose Bibs. You stated that the technician did not use that terminology and wanted us to contact him back.On 7/29/15, we were able to reach the technician again and confirm that the issue was in fact a hose bib that had the failure. We contacted you to call us and on the same day we explained to you that we had spoken to the technician and again, per our policy Section D. Coverage #8 Plumbing Stoppages under Exclusions “ … hose bibs…” are not a covered item.You again contacted us on 7/31/15 again to review the claim and we again provided the information from the technician and explained to you that if you felt that this is an error then you should have the technician contact our authorization team and provide us with a different diagnosis but as for the diagnosis that we had received the claim was not covered.We do regret your frustration with this claim however; Choice Home Warranty was in full compliance with its terms & conditions. Thank you,CHW

Just switched from AHS to CHW, my thermostat went blank, I opened a ticket and the technician showed up, called the company to approve changing a furnace board, it was declined because it had some dirt (under the pretext that the furance did was maintained) bunch of BS. Canceled my contract right away.

I have had very positive service from Choice Home Warranty every time I have needed to use their services.

Going with Choice Warranty is one of the best decisions. Right after I entered the warranty with them, few issues cropped up and I was worried if CHW would cover since I was only few days onto the contract. To my surprise, they responded and took care of all the issues on time.
Thanks CHW

Review: I have a home that is over 20 years old and have some original appliances. I was with another Home Service Company for 8 years and always kept my appliances in working order. I left them because they became too expensive and decided to join this company after looking at two or three other options. Boy did I make a mistake in choosing this company! My first claim experience with them was horrible. I placed a service call on a Monday morning, did not hear anything back and called them the next afternoon. They told me they had placed calls to several techs and would get back to me when one responded. I didn’t hear from them on Wednesday and finally on Thursday they told me they still hadn’t gotten anyone but I could try to find my own tech and they would reimburse me the cost to fix the problem. I got someone to come out on Monday morning (One week later!) and when the tech got on the phone to get authorization to do the repair – THEY DENIED THE CLAIM saying it was a pre-existing condition. What!!! If they only want to insure new appliances that have no wear and tear on them, then they should not take on a client that has a 20 year old house! I am fuming as now I have to get a new warranty company and will be out of pocket for the cost of fixing my refrigerator.Desired Settlement: That they honor their contract and give authorization to fix my refrigerator.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your refrigerator. CHW tries to provide customers the first available appointment. However we cannot control our technicians scheduling as we don’t know the availability of the vendor or the customer. Upon diagnosis, the service provider stated that your unit’s compressor has failed. The technician stated that this type of failure happens overtime and could not have happened in the lifetime of the policy. Unfortunately, pre-existing failures are not covered.Please see section:A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that We are NOT A SERVICE PROVIDER and is not itself undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.18. We will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I call to send a technician out to look at my washing machine brokenA services person out when back to chw [choice home warranty ]told them what the we're wrong with machine .they start allegations about while my machine isn,t working then tell me it's not cover back warranty.Desired Settlement: I will like for them to repair or refund all my money I paid them for their service.

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 that you placed on 9/20/15, the technician advised CHW that the motor and timer went on the unit due to overloading the unit. The technician stated this can be seen by looking at the way the tub rotates.Per our policy, Section F. Limitations of Liability #8 CHW does not cover units that fail due to misuse or abuse. We are not able to assist you on this claim due to the fact that you have cancelled your policy with us. We do apologize for the frustration that you have had and do wish that there were more we could do but provide you with the reasons of it failing and not being covered per our policy.Best regards,CHW

Review: Choice Home Warranty implies coverage for home appliances when in fact if you don't read the fine (small) print, the whole item may not be covered. Example, whole unit is covered Water Heater, however it is the elements only, NOT the tank. Your under the impression it is until you file a claim then they tell you it's not. You've told them over the phone what's wrong but they don't volunteer this information. You wait for a Tech. to be assigned this problem but they can't find one within 48hrs and they fail to call or return your calls as to the problem or what we can do to get it corrected. The service reps. fail to communicate with you thus your not kept abreast as to what's going on, thus after almost a week after they've been notified of problem you find out that you have to take care of the situation yourself, there's nothing they can do yet they don't notify you of this.I've been under the impression that my home appliances were protected from problems over the past few years when in fact that's not the case. I guess you get what you pay for, buyer beware. I've contacted [redacted] which provides the same service or protection at a slightly higher cost but I would of been protected, covered or whatever for this kind of problem. I'm totally discouraged by the lack of professional courtesy this company has offered and the implied protection I was paying for. I guess next time I'll get a Lawyer to read the contract, but I will never recommend this company to others not even my worst enemies. This is not a way I was taught to do business with my fellow man.Desired Settlement: Refund of all premiums paid to date for false peace of mind that was implied or full/partial reimbursement for new water heater that was required. Amount 853.27, which I don't belive is unfair considering the stress and frustration Choice Home Warranty put me and my family through. Total refund of premium 673.75

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] .

We are very sorry that your claim was not covered and that you felt that we were not fair with the policy that we have. As I stated above, the user agreement is on our website for all to see before they purchase a warranty with our company. We do not cover the Tank for the water heater, we do cover all the elements inside the unit.

We are sorry that this claim was denied and that you canceled your policy with us. We are unable to cover the cost of your new tank because it is a non covered item under our policy.

Best regards,

CHW

Beware of CHOICE Home warranty!
RIP OFF Company of Thieves, Deceptive Crooks!
I had Choice Home warranty for eight months. Today I am cancelling the service losing my $ 470 for nothing. I would give them a minus review. I have called for two items both of them they refused stating exclusions and lack of maintenance. Please save your money and take a company that is registered with Revdex.com, do not sign up with this company. You will be disappointed and wasting the money. I was deceived by the false ratings of this company, stay away from the thieves. These are deceptive crooks who do not know what is meant by customer service. Basically, we have serviced our air conditioner per their specifications and when I had a problem, they refused to repair it. NEVER sign up with this company. If anyone willing to go forward for a class action law suit for these rip off cheaters I am willing to join. Rip off crooks! Beware of this one. Do not believe the sales promises. Look at Revdex.com review this company has 1085 complaints with zero positive reviews.

Review: When purchasing this home warranty, I was told that the whirlpool bathtub was included. Indeed. on the "Coverage Details" section of my contract, it lists all the inclusions for which I am covered. The last on my list is "Whirlpool Bathtub," preceded by "Garage Door Opener." In the Agreement section of the contract, under section D ("Coverage"), it proceeds to list, in exact order, the inclusions listed under "Coverage Details;" however, after "Garage Door Opener," where you would expect to see "Whirlpool Bathtub," it reads "Green." The "Coverage" section ends there. When I called to file a claim regarding my Whirlpool Bathtub's jets not working, I was told it was not covered. Why bother telling me when selling product and advertising under Coverage Details that the Whirlpool Bathtub is included? What is the difference between a whirlpool bathtub and a regular bathtub other than the jets? I feel I was very misled. In addition, the supervisor I spoke to, "Russ," ID #[redacted], was extremely rude and unprofessional. I will NEVER use this company again. It is not the first time they deny an attempted claim with me on something that should have been covered.Desired Settlement: Repair of Whirlpool Bathtub, as advertised.

Discontinue false advertisement.

Specify under "Whirlpool Bathtub" what is and is not covered, like they do with every other covered service.

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 policy, I do see that CHW has assisted you with previous claims that you had placed, one was for your Air Conditioning system and the other was for the washer. We do regret the frustration with the plumbing claim as the jets are an excluded portion of the policy as stated in Section D. #8 excluded Whirlpool Jets.We 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

Review: Recently purchased a home and received a home warranty from Choice. as a house warming gift. I first requested service on July 17, 2014 a plumbing issue. I was contacted by Choice with the name of the contractor and advised that I would be contacted to schedule an appointment. The plumbing company the next day and left a voicemail message to contact them to schedule an appointment that day. When I contacted them, I was informed that they had not contacted me. I advised them that I had received a voicemail message from them. I was informed, "that if someone did contact me, she didn't who it was or what to tell me." Choice was contacted and advised of what happened, and I let them know that I wasn't happy.

A request was also made on the 17th for a heating & AC company to inspect my furnace/AC. After calming down, Choice's assigned HVAC company. This company wasI also contacted this company on the 19th and an appointment made for July 24 @9 AM. They did not keep the appointment, nor did they call to cancel. Choice was again informed how unhappy I was and they assigned another company on the 24th. This company finally contacted me and an appointment set up for the 29th between 8 -9 AM. Again, this company did not keep the appointment nor did they call to cancel. On the 31st, I made a complaint again the Choice's website.

I did finally receive plumbing service, but I have made several attempts for HVAC service and this is always the end result. This past Friday, I made a request again because of issues with my furnace and was given contact information for the company and was promised a return call later that evening for an ETA the next day before noon. I never received that call, so I called them. I was never give an ETA and was asked to call back and leave a message on their voicemail, which I did. The next day, I called again for an ETA and was given a name of a person who worked for the company and was told I would be contacted within the hour for an ETA.

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 heating system issues. CHW tries to send work order to first available technician to help get our customers the earliest appointment possible. It is between the customer and the technician that the appointment is set as we do not know the availability of either party. We apologize for the experience you have encountered with this claim. Our records indicate that you have been speaking to our customer service department in regards to this issue. Please provide us a copy of the invoice you paid for repairs to your heating system for us to review. We have placed a free service fee ($45) on your account for the inconvenience you have experienced and will be looking forward to reviewing the invoice for repairs to see how we can further help you.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is not the first time I've expressed how dissatisfied I am with your company's inability to provide me with, as you've stated, "high quality service. Yes, my home is my most valuable asset and from the beginning, your commitment in providing a positive customer experience has failed tremendously.All but one of the contractors that I was referred to have blatantly lied when contacted for scheduling appointment times. You say that you try to send work orders to the first available technician to provide the customer with the earliest possible appointment. Then please explain to me why the companies that have been assigned my order have failed to honor their commitments? For example, I was referred to your contractor [redacted]'s Professional Plumbing HVAC service at ###-###-#### on July 17, 2014. After contacting them and leaving a voicemail message, I finally received a return call on July 22, which I missed. On the voicemail message I was advised to contact them for an appointment that morning. When I returned the phone call, a female answered and advised me that, "no one from the company had contacted me." I then stated that someone from her company had left me a voicemail message advising me to return the call for an AM appointment. She then stated, "if someone did call me she didn't know who it was and she has no record of anyone contacting me." She also advise, "she didn't know what to tell me." After complaining on you website, I was then referred to [redacted] Plumbing on July 24. They are the first and only company that has kept their appointment time and completed the work. I also placed a claim with you on July 17 for an HVAC heating and cooling service and was referred to [redacted] J's Co. LLC. I contacted the company, left a voicemail message, and My call was returned on July 19. An appointment was arranged for July 21 before 12 noon. I also advised, if they came after 12 noon that they will need to call first. I did not receive a call from this company and the appointment again was not kept. I advised your company on your website that I wasn't happy. Again, on July 31 I was referred to [redacted] ###-###-#### and an appointment was scheduled for July 29 between 8 - 9 AM. A whole days work was wasted waiting for your contractor who again didn't have enough common courtesy to call and cancel. I expressed my frustration and wanted a refund. After receiving no response from CHW in reference to my request for a refund, I expressed on your website how dissatisfied I was with the lack of service received. I again attempted to make arrangements for another HVAC company other the previous two. I was advised to contact CHW in reference to my complaint and was advised that they do no do maintenance. If nothing was wrong with my HVAC system you don't dispatch a technician. We'll, it appears that ' s a lie because that is exactly what you've been attempting to do. When the heating system failed, I placed a claim again on November 14 and was referred to The [redacted] J's Co. LLC...ONCE AGAIN... The same company that lied failing to keep their scheduled appointment. Before I realized this, I contacted this company and left a voicemail message, and after awhile received no response. I then requested a different company and was referred to [redacted] Engineering ###-###-####. Well, I contacted this company on November 14, and was a informed that all of his technicians were already on jobs and fortunately located north of my location. I was then advised that a technician would be available, but not until the next day, November 15 before noon. This person, who never identified himself, also stated that he would call me that night to give me a more definite time for my AM appointment. I never received that call, so I called the company again around 7 PM. I was advised, by the same person, to call back and leave my phone number on their voicemail, which I did. I was also advised again, that I would receive a call in the AM for a definite appointment time. Again, I never received that call, so I called again around 10 AM. The same person answered the phone, " good afternoon,thank you for calling [redacted] Engineering." I explained again to this person that I have no heat in my home, my grandchild was in the home, and it was freezing. I inquired when did he think he could get a technician there. I was the placed on hold for approximately five minutes. I was then advised that his technician Leonard somebody, who lives closer to me in the Accokeek area would be able to come around noon. But, unfortunately he was on a job and would call me within the hour with a more specific arrival time. Again, I never received that call. Meanwhile my family is still freezing!!!I am extremely exhausted and frustrated dealing with your company and the incompetent, unprofessional contractors. It is very clear to me that CHW has no intentions of making this right by refunding my money for the contract that was purchased and paid for in full. I have received nothing but poor customer service from your company and your contractors since this contract for purchased. As I have previously stated on your website, the only thing I want from CHW is a full refund so that I can move forward and in a different direction.

Regards,

Business

Response:

Per your request, CHW as agreed to refund you your policy. We have been trying to get in contact with you in regards to this matter. Please contact us at ###-###-####.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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I only have one question, does the refund mean my ENTIRE refund, to which I believe I am entitled?? I would like to extend my most sincere thank you for assisting me with this entire fiasco which has left me complete and totally frustrated. I have not responded to and refuse to communicate with CHW and have copied an e-mail forwarded to me from CHW. Please view below and respond.

POLICY #: [redacted]

Dear [redacted],

Please be advised that your Choice Home Warranty policy covering the property located at has been cancelled in accordance with the User Agreement located a www.ChoiceHomeWarranty.com. An applicable credit of fees associated in Section XI of the User Agreement will be issued to you within 15-30 days.

Keep in mind; when your Choice Home Warranty account is cancelled, you will be responsible for all repair costs that arise. To reinstate your service, please contact our customer service department toll free at ###-###-####. Thank you for allowing us to assist you.

Sincerely,

The CHW Team

Choice Home Warranty

Toll Free: ###-###-####

www.ChoiceHomeWarranty.com

Review: On July 30, I spoke to the sale dept, after E-mail send from Choice home warranty inducing me to buy a service contract for home repair

including ROOF cover Free, I spoke to Spanish person and I explain my desire to cover my roof , he said that after a month I can claim for repair( I don't know the name of this person but , all conversation should be recorded ).

Monday sept. 29, 2014, I call for SERVICE of my roof and a lady by the name of [redacted] (ext.#[redacted]) she tall me that she spoke to the manager and they said that my roof was not cover, I fell misleading and mistake.Desired Settlement: or my money back

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] We regret your frustration with this situation. Our records indicate that your policy effective date is 08/30/14. Roof coverage is an optional coverage that requires additional fees to be paid. Upon review of your policy, you were not charged for the optional coverage and so roof coverage is not included in your policy coverage.If you would like to cancel your policy, please contact our cancelations department ###-###-####.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