Choice Home Warranty

Choice Home Warranty is good on service, scant on coverage...it seems that they are looking for ways not to pay for something (obviously trying to keep their costs down!)
They are attentive although are using offshore reps (my service call ended up in the hands of [redacted] in [redacted], [redacted]...who were very polite but had misunderstood my problem, thinking it was with my washer and not dishwasher.
Overall I am satisfied but wish their coverage were a little bit more extensive when it comes to coverage.

Choice Warranty was great a listening to me and helping me to get the right service person quickly to my home. The first person I was referred to just didn't fit. They were so apologetic and got another service person out to see me that same day. I would recommend Choice Warranty to all of my family and friends.

When I first called in my claim Choice assigned me a company that did not respond when we made numerous phone calls to set up appointment to come out and do the work. When we contacted Choice they had a replacement company that same day and Watson plumbing was at our home the next day took care of our problem.

response time was outstanding. the tect was very informative.

My AC went out. The repair person they sent had an appointment at 8 but could not get our of bed so slept till noon and showed up at 1. Than lied and said it was miswired and that burnt it up. So declined. It was not miswired. Than they said send in service records and we did but no now that is not good enough. They don't want to pay for the repair. 115 degree heat and no ac for 5 days.

We signed up with this company and filed what we believed were two valid claims. One was to repair the water line to our refrigerator and the second one was to fix a loud noise when we used the fan on the downdraft exhaust to the stove cooktop. We were told both claims were not covered. The first was not covered because object was not essential to appliance's function and the second because they did not cover stove hoods. I contested this as this blower is part of my cooktop. After several nasty phone calls on their end because of my tenanacty they finally agreed to send a a tech out after about a week. They then denied the claim because he found a piece of insulation had dropped into the exhaust pipe and was "flapping" with the movement of air. Very shortly after leaving our home the tech called back and said the company was refusing to pay him. He asked if we would be able to pay him, that he would only charge us for a service charge. A company rep emailed me within 2 hours of the tech leaving my home notifying me they were not going to pay the claim. When I asked for an explanation I was given no reason whatsoever. I told them I wanted to cancel the insurance and they tried to talk me out of it saying they would pay the claim. When I insisted on canceling I was told it would cost me $50 to cancel. This was a terrible experience, needless to say.

Bad company to do business with . Will not cover anything

Review: Choice Home Warranty states that the refund will be prorated based on what I paid and not what I would have paid. Customer service told me that the rate I paid was a discounted rate, but the refund they will calculate on the full price, which they did not mention to me, but just when I inquired about the refund. The contract states and I am quoting: "If cancelled after 30 days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less $50 administrative fee and any service cost incurred by HAW." I tried to talk to them and I asked to get an explanation in writing and also a reason for denying my claim. But they told me that they will not send me any explanation in writing. Denied my claim for repair and after I called and asked to terminate the contract and to refund my money, in my opinion they failed to refund the correct amount. The coverage period stated in the contract is 05/22/2013-11/22/2016 and the amount I paid was $1,125.00.Desired Settlement: Refund the difference I think I am entitled to and also $45 service charge and $249 diagnostic fee that I paid for nothing and my way of punishing the company for lying to me and the way the customer service treated me. I am also considering an option of taking them to small court in case that they will not refund my correct amount.

Review: I called Choice Warranty on Nov 3, 2014, and informed them that my furnace was not working. They sent [redacted]'s Plumbing###-###-#### to repair the unit. He found that the circuit board and induction motor were bad and needed to be replaced. While checking the unit he found that the previous Tech that Choice sent installed the wrong blower motor. They claim that the unit was tampered with, which is not true because their Techs were the only ones to work on the unit, and will not fix it under the warranty. [redacted] of [redacted]s can be called and spoken to.Desired Settlement: I have a five year warranty with them and I want the unit fixed and certified for future repairs.

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 heating system. Upon diagnosis, the service provider assigned stated that the control board on your system was not properly installed and has failed. The technician also stated that there was missing wiring on the blower motor. Unfortunately, CHW policy does not cover failure due to improper installation. CHW policy also doesn't cover failures that are due to improper repairs.Please see below:11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because: The only people to work on this unit were the Techs that they sent. I was not allowed to select the Tech and he did not answer to me. The parts installed by the previous Tech were the wrong parts. Choice's fault for not verifying the parts that they used. The other parts change just stopped working due to normal ware. This can be verified by contacting [redacted]'s Plumbing, who is their Tech. They are only trying to hide under complicated words and phrases. They are responsible for normal ware. I am waiting for the detailed bill from [redacted]'s and will post it when it arrives by mail.

Business

Response:

Please be advised this matter has been resolved with the consumer, after a very detailed investigation we have come to a mutual agreement with consumer. Please feel free to confirm the matter has been resolved to the consumers satisfaction. Please be so kind as to consider this resolved.

Review: I purchased this home warranty from CHW for the 2nd year in a row. No claims the first year. I called them on 2/12/2015 to report that my water heater had failed. They said the water heater was not cover. If you look at the 3rd page of the warranty plan coverage it states water heater. They said the main unit is not covered only parts. there is no other parts than the main unit. I feel this is deceptive advertising, misleading and misrepresentation of the service. I'm asking for CHW to cover the cause of the water heater and installation of $1200.00.

2nd complaint. I filed a second claim with CHW on 2/13/2015 for my upstairs heat not heating. The technician was rude, unprofessional, not reliable, damage property, and bullying other contractors I had hired at my residents. The Technician never called so I called him. He stated he would return my call in 5mins, he called back a 1 and half hours later stating he would not be able to come by today. I explain to him the CHW said he wouldn't be out today and start getting confrontational and saying he was just an employee and dint own the company. He reply back 30mins later by text and said he would be here in 30 min. after I said I was calling CHW back. He went in the attic dissembled the unit and diagnosed on his way out of the attic he broke the hand rail use to whole onto when exiting and entering the attic by stepping on it with his foot. He just said oops. I had to leave to out to run a errand. Upton my return the contractor I had hired to install the water said that the CHW Heater repairman came into the garage and demanding to see his license and paperwork. Saying you guys better have your license and have your paperwork together. Then told them he had the inspector coming out and they better know what they were doing. I was livid when I heard, I asked the CHW repairman to leave after explain I was filling a claim against CHW and cancelling the contract. I am asking for the hand rail to be replaced & Full refundDesired Settlement: Refund of $1200.00 cost of water heater and install, Full refund $375.00 cost of warranty, Repair or pay for attic hand rail damage. I forgot to mention the repairman did not reassemble the heater.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted] for your Water Heater. The information you provided to CHW stated that the Water Heater tank burst. Unfortunately, the main holding tank is not covered under CHW policy. 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.We regret your frustration with the outcome in regards to claim # [redacted], for your Heating system. Upon diagnosis, the service provider stated that the gas valve on the system has failed. Unfortunately, the gas valve is not covered per CHW policy. We apologize for the negligence of the service provider that caused damage to your home. We have reported the technician’s actions to our Vendor’s management team. However, per CHW contract, CHW is not responsible for damage caused by technicians’ negligence. Please contact the vendor directly regarding the damage that they have caused.Please see below:D. COVERAGEHEATING SYSTEM OR BUILT-IN WALL UNIT EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) - Calcium build-up - Maintenance. NOTE: We will pay no more than $1,500 per covered item per contract term for access, diagnosis and repair or replacement of any glycol, hot water, or steam circulating heating systems.F. LIMITATIONS OF LIABILTY19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. Per your request, your policy was canceled on 2/16/15. A refund of $325.00 was credited to the credit card used for purchase on 2/16/15. The credit will show up on your next statement. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Business

Response:

Per your request CHW has waived the $50 cancellation fee and you will be credited $50.00 to the credit used for purchase.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.

Review: The termination fee was not explained when signing the contract. I have noticed that it is difficult to file a claim. They always say it is not under their coverage. The contract was not clear until the problem arrived. The salesman said it would save me money if I sign a 3 year contract, which ended up saving me only 3 dollars a month, but compared to the cancellation fee, it was not beneficial. The 3 year contract was $1110 dollars and started 9/18/14. The salesman did not say anything about the huge cancellation fee. I canceled the plan on 7/21/15. The personnel was very rude when I asked for an explanation. He said that there was nothing to explain and "it is what it is and you will get $314 dollars back". Everything was unclear from the very beginning. Even though I cannot get my money back for the remaining years, at least I can share this information to others as a forewarning.Desired Settlement: I expect the refund for the rest of the remaining 26 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. We do see that we did give you the standard refund and it does come to $314.00, what CHW is going to do for you is give the discounted refund by refunding you for the 11 months that you had remaining, that comes to $30.83 a month, minus the $50 cancellation fee comes to $134.72. CHW is going to give you an additional $272.11 to bring the total of a refund to $586.11. We will process the extra $272.11 for you and it will post to your credit card within 7-10 days.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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have made minimal claims in policy with Choice. Two of the four have resulted in me having to cover more than double what they were willing to pay. One was a dishwasher claim. They only covered $250. I ended up having to pay almost $500 out of pocket to get a basic brand dishwasher. The second was I had to have the required septic system pumpin (needed every3-5 years). It is a line item in my policy. As I said, I found the cheapest company and they charged me $425. The company Choice was going to send would have cost me $600 plus which means as they only pay to a cap of $200 I would have had to cover $400 plus out of pocket. (Thankfully I did my research!)Another issue was I made a claim in January to have my septic repaired. They paid it without a hitch and then in June I had the same problem and they said they wouldn't pay anything even though they did the same process. They said it wasn't covered.Finally every time I sent my reimbursement forms in to the email address they printed on the form, they said they didn't receive them. Only because I would begin to wonder why I hadn't received the check did I check to see and every time they said they didn't receive it and I would have to resend. They would then have me resend and then magically they would receive it the second time (several weeks after the first one was sent). After they FINALLY receive my form, they say they won't even cut a check until 30 days after it is approved which means they are holding my money for a minimum of 4 1/2 weeks after my service is done. I have to pay my credit card bill before that time so it comes out of my pocket before I receive reimbursement. When I called today to find out the status on my latest claim, they said it won't even be cut until August 16. I want to cancel my account and they said if I don't continue my contract they won't send my reimbursement check in August. The repair was done on June 1st! That is totally unacceptable!! So I end up paying another $60 monthly fee to get my $200.Desired Settlement: I would like to be able to cancel my contract before my next payment comes out of my bank account (August 1) and also receive the $200 in my account (not a check that they could cancel).

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 . Our policy states in Section L. Cancellation that if a customer is to cancel their policy prematurely they would be obligated to reimburse CHW back for any amount that the customer received in coverage plus an administration fee of $50. Being that you are monthly, you can cancel at any time but CHW cannot pay for a claim if the policy has been cancelled. If you would like to cancel the policy, we can provide that for you and you would no longer have the coverage but we would not be able to send the check to you.Also, CHW is a net 30 company; our checks are dispensed out of a computer generated system. Once authorization is placed, the check will be mailed in 30 business days from that date. Your check has been authorized and is due to be released 30 business days from July 17th as that was the date that the authorization was placed.We do apologize for any inconvenience that this has caused, This is not something that we can change or make faster for any of the customers.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I have already paid my final payment on my CHW contract therefore I do not intend to cancel my policy prematurely. I do anticipate my reimbursement check to be cut on August 16th (30 days after July 17th) as indicated and to receive it in a timely manner after that. Therefore, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is entirely what I expected them to say.

Review: I had a recent roof leak, so I contacted Choice Warranty to have a roof come out for repairs. The way Choice works is they have the roof give them an estimate first and if they think the estimate is TOO HIGH, they will find every reason to avoid paying out for the repairs. They will try to use every single word in the contract under the exclusions or even if the part isn't listed, they will say it isn't listed as included. They will find a way to not pay out. Unfortunately my roof was leaking at the ridge, and a roof estimated a total repair to replace the ridge around $1900. Keep in mind, my roof is very steep and would require special tools for the contractor. While the contractor is speaking to the CHW rep on speaker phone in front of me, it sounded like the CHW rep will go along and accept the terms of the contractor until he got the price. Then he was given a 2nd price around $1300, but that wouldn't only be for to nail down all loose nails and reseal them. The CHW rep said thats ok and he'll have to contact the homeowner (me) and get back to him (the contractor).

Well a different CHW calls me a few hours later and says my claim has been declined. First it was because they try to claim my ridge was damaged from a tree (I have no trees over my house), then it was damaged from an "Act of God" a storm (No storms recently hear in NJ that caused my roof to leak in the past few months), then it was the "ridge" isn't included under the contract but its also not listed as excluded.

As I mentioned, CHW will try to avoid paying out in every single way possible and even lie to avoid rewarding your coverage. After several complaints, CHW offered a lousy $300 for someone (you pick a contractor) to come out and do the work. They claimed to have called several other contractors for estimates and claim thats the estimates to do the work from those contractors (ranging from $250-$400). They are no way any contractor will do this type of work for that amountDesired Settlement: They can provide a check for the estimated cost $1900 so I can have the contract actually do the repairs that my contract entitles me to.

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 technicians diagnosis was that the roof was damaged not to a normal wear and tear as per Section A. #3 states that we only cover for. Also, he stated that the roof had nails that popped that need to be tapped down and resealed. Per Section E. #6 this is not something that we cover. We did ask the technician what had caused this failure and he advised a storm. Per section F. #8, this is not a covered failure either. Please note that this coverage is Limited Roof Leak, we do not cover the entire roof.As a goodwill gesture CHW did provide you with $300 to go towards the repairs. You agreed to this amount on 12/24/15 and we did advise that all our checks do take 30 business days to dispense. We did receive your email on 1/7/16 asking when the check would be arriving and again we advised you via email that it would arrive 30 days from 12/24/15.We do regret your frustration 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

Consumer

Response:

I have paid for 3 years, we are still in first year in which you paid the "good gesture". That leaves 2 years at $60 I should be refunded, not 1 year. That would be $120. That I will accept as you already paid out for year 1 of 3. If you accept that, we can conclude this problem.

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

[redacted]We will provide you with a reimbursement of $120.00 back onto your credit card and we will remove the Limited Roof Coverage from your policy. Please allow a few days for this to take effect and for the credit to be added back onto the credit card you have on file.Thank you,CHW

Review: On or around September 5, 2013, our central air conditioning unit stopped working. We contacted choice home warranty where we have a 6 year policy with them. They sent someone out that day. Upon inspection of unit, he stated unit was old, rusty and not maintained. We explained to service man, unit was maintained as well as possible, considering the age of the unit. We called another service person who came out the next day and clearly stated the unit was too old to determine if annual maintenance was performed. He also determined unit was approximately 20 years old and recommendation was to replace due to it's age. The company that determined this was Itak heating and cooling [redacted] We replaced unit costing $6200. We appealed claim to Choice Home Warranty and they once again denied due to the fact unit was rusty. In their warranty, it clearly states they cover any appliance due to age, rust, etc. I would like Revdex.com to look into this, as I have tried to settle this claim with no avail.Thank youFrancine TretolaDesired Settlement: We would like Choice Home Warranty reimburse us the amount designated for replacement/repair

Consumer

Response:

Review: [redacted]I am rejecting this response because:Again, I need to emphasize the age of the unit correlates to the corrosion of unit. This was definitely determined by second technician that made inspection. At 21 years old, how could a outside ac unit not be corroded/rusted? As far as other appliances that claims were paid, there is no correlation to this claim. Choice's warranty clearly states any appliance will be covered under their warranty, even if appliance/unit is old or rusted. Their denial is a contradiction to their warranty. I feel this claim should be paid as warranted with Choice.Regards,[redacted]

Review: Hi,

This regards services requested by contract with Choice Home Warranty.

(HISTORY) I have had issues with this company before involving work requested through Southern Services (Owner [redacted]). In my first experience I was denied service becuase I had not conducted routine maintenance on my equipment. After that event I contracted Southern Services for seasonal Maintenance.

About a year ago one of their repair contractors (Southern Services) requested to replace the unit. CHW denied the request stating it could repaired. The contractor determined a compressor was required to complete the repairs, which was also denied! CHW gave me $100 and a free service call which I used with Southern Services and paid the rest out of pocket. After repairs were complete the contractor again told CHW that the unit would not last and needed to be replaced. It was denied and later the contractor terminated their association with CHW due to bad business.

(NOW) My heating unit failed on 2 Dec 2013 (as predicted the year before). I called CHW for service who sent a repair representative (Who is EPA certified). He informed me that the unit is beyond repair and is now illegal to be repair due to EPA restrictions. He requested replacement and did not received an answer after 4 days. I called and was told the claim was denied because the pictures the repairman sent indicated faulty repair work by Southern Services. CHW also stated that the current repairman said the unit was installed poorly, which the current repairman denies. I then spoke with CHW manager [redacted] at the service department, he took my information and ask if he could call me back in 10 minutes. That was at 1130. After a 3 hours I called back and was informed he was busy and would call back immediately, (1631). I finally made contact with "[redacted]" at CHW and in said that his boss owuld call me. As of today that has not happened. I have kids in bedrooms that are at 29 degrees.Desired Settlement: I want Choice to honor their agreement and the pledges of their advertisements.

Please note I do not know hte date of the policy purchase. I have made numerous complaints over the course of my contract. The next page information will focus on the current issue

Business

Response:

Dear Mr. [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 # 51138494 for your heating system.

Per our policy: SECTION F. LIMITATIONS OF LIABILITY: NUMBER 11. CHW is not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or

design, manufacturer’s defect, and any modification to the system or appliance.

Also, SECTION F. LIMITATIONS OF LIABILITY: NUMBER 19. You agree that CHW is not liable for the negligence or other conduct of the Service Provider, nor is CHW an insurer of Service Provider’s performance. You also agree that CHW is not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages."

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:

No the situation is not fully resolved. I representative from Choice home Warranty was contacted yesterday ([redacted] ext. [redacted]) who took the matter into her own hands. She accomplished more in 45 minutes the CHW had managed to do in 5 weeks. By the end of our call she had made contact and attained permission upon receipt of cost estimate from the contractor with whom she contacted within an hour. The only matter was;

1. Whether CHW was going to cover all cost 2. Was CHW only going to cover $500.00 of the cost.

I spoke with the contractor later that afternoon and he stated he was awaiting final approval. Approximately 4 hours later, and for the VERY first time, I received a return call form CHW regarding the status of the claim. It was from, of course, [redacted]. I explained that the contractor was waiting on the final coverage and also the he was attempting to find a new unit for the installation.

As of this time 1631 CST, I have not heard from CHW or the contractor so I am not 100% certain that the matter is resolved.

[redacted] has been great and I am truly appreciative of her efforts in the 24 hours she has been handling this. It is too bad CHW does not perform in the same manner she does. This is not to say all is forgiven or forgotten, especially since I still

do not have a new unit installed, but it is possible this may get resolved in the next 24 hours... I HOPE!

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

Review: I purchase home warranty policy in July 2014, for 4 years, the first year of the policy was paid in full and the remaining 3 was being paid installsments which was agreeded when I purchased. Sept.2014 I had a claim for which I was to rec $450, as of today I never got paid for the claim because they claim my 4 yr policy needed to be paid in full this is not on the contract or ever stated. I try calling these rude reps and finally gave up and told them to cancel policy and reimbursement me since I paid $600 on a policy that was only 5 months old. They are only returning $385 and not paying for the claim. I paid them $600. Afther numerious calls they tell me they can only refund on the card which I gave them, which I had closed the acct because the card was lost. They are not sending me a check and refuse to take the correct acct for the rebursement. I told them I was going to file a complaint with Revdex.com and was told "GO AHEAD WHO CARES" tHIS COMPANY did not pay my claim, and now refuses to return my money on a policy that is only 5 months. They will not pass me on to a supervisor or the billing dept. I check with my bank today and was told there is no credit on my account. Choice keeps telling me the credit is in limbo at the bank and refuses to send me a check. PLEASE PLEASE help they stole my money and did not honor the claim. I have given them the corrected credit card and pleaed for a check but I am not getting anywhere with them.Desired Settlement: My entire $600 which was paid and the claim for 450.00 a total of 1050.00 and an appoliage for the way they spoke to me and for causeing me all this stress.

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 this situation. Our records indicate that a credit for $383.36 was accepted by your credit card company for your card ending in[redacted]. Although your account might have been canceled with the bank, they have accepted the credit on 11/11/14 and should be issuing you the refunded amount. Please contact the bank that has issued you the card ending in[redacted].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 paid for a home warranty from Choice Home Warranty and made no claims for 10 months. Then I had a water heater problem. Without speaking with me, they told their contractor my repair was not covered because the tank was leaking. DUH!!! Where else is a water heater going to lose water. They claimed it was silt or rust which caused it to leak. I watched all the water drain from the tank and there was NO silt, NO rust. The leak was from the seal around the heating element. Not one of the areas they do not cover.

The first part of the policy states they will cover repairs of any appliance working properly at the time of the warranty issuance. Then, in the back it states, "exceptions" which cover just about everything that could possibly go wrong....EXCEPT the failure point of mine!!!

They asked THEIR contractor why the heater failed and he stated the obvious, it was leaking. They asked no more questions and denied the claim. With the cost of the policy and the cost of replacement, I now have a $1200.00 water heater.

This company is disingenuous at best, and a rip off possibly.Desired Settlement: Desired outcome would be full refund of the policy amount and the cost to replace the water heater. Acceptable settlement would be reimbursement for cost of repairs ($643.00).

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your water heater. Upon diagnosis, the service provider stated that the unit’s main storage tank is leaking. Unfortunately, per CHW policy, the main storage tank is not covered. If you do not agree with the diagnosis provided by the service provider assigned, you can provide CHW with a second opinion diagnosis for further review. However, this type of failure is not covered.Please see below:6. WATER HEATER (Gas and/or Electric)EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.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 tank was leaking from the heater element. It was a failure of the heating element, not damage to the main tank. There was no rust, no sediment, no damage to the tank. Company failed to contact me directly, choosing to ignore my written response to them via email. It is a shame the State of New Jersey allows these rip off companies to do business within your State.Plan to take this to every form of social media as well as any other method to warn people of less than reputable companies exist and are allowed to exist within your State borders.

Business

Response:

We apologize for the inconvenience you experienced with this claim. CHW is not aware if repairs were complete on the unit thus we advised you of your option of getting a second opinion on the unit. We understand that you do not agree with the diagnosis provided by the service provider; however CHW was advised that the unit failed due to a leak from the tank, not the heating element. Per CHW policy, the main storage tank is not covered.We understand you do not agree with the diagnosis; however the information that was provided by the service provider stated that the unit was leaking from the tank and needed to be replaced. The technician stated that unit is not repairable and needed to be replaced due to the leak on the tank. Per CHW, the main storage tank is not covered.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: any further attempts are a waste of my time. The company lied again in their response stating this is not typical of other customers. They have horrible reviews in every respect except those they pay for. Their rating with the Revdex.com should be example of the integrity of this company. I will take actions to ensure the true colors of this company are shown through every form of media possible. Would hope the Revdex.com of New Jersey would take its own action to ensure this companies reputation and total customer dis-satisfaction is well publicized.

This company is guilty of fraud, and a group of thieves. Will gladly debate that point in the public forum if they find exception with this classification of their alleged ethics. I have sent this company several emails asking them not to send me any further requests for renewal, yet they continue. I consider this harassment. Will also handle that myself though other forms of media!!

Review: I am filing this complaint against Choice Home Warranty for breach of contract. On 1-22-15, I filed a claim due to a whining noise coming from my furnace. On 1-26-15, the technician from [redacted] Heating & Cooling responded to my house. The technician stated the noise was coming from the furnace’s inducer motor. He said the noise indicated the bearings were wearing out and the motor will eventually stop working. Choice Home Warranty was given the information and denied to honor the claim. They stated the condition of the inducer motor was “pre-existing”. I contacted the technician who examined the furnace. He said that was not his opinion and Choice Home Warranty was trying to get out of paying the claim. I re-contacted Choice Home Warranty and they stated their conclusion was based on their own opinion. I asked Choice Home Warranty to provide me with their denial and the bases of their claim in writing. They refused to provide anything in writing.Desired Settlement: I am requesting the cost of the estimate to repair the furnace which is $1074.00.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your Heating system. Upon diagnosis, the service provider stated that your unit’s inducer motor is making noises and the bearings are going bad. The service provider stated that type of mechanical issue happens over time and cannot have developed within the lifetime of the policy. Your policy became active on 1/17/15, you reported your unit not working properly on 1/20/15 which is only 3 days into the life of the policy. Please see below:A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. F. LIMITATIONS OF 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 defectOur records indicate that per your request your policy was canceled on 2/17/15.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:Choice Home Warranty apparently changes their story to fit their excuses for not making repairs. Choice Home Warranty now states the issue with my furnace was pre-existing according to the technician. That’s a lie. Choice Home Warranty initially told me it was according to the technician. That same day, I contacted the technician and he said he did not tell Choice Home Warranty that it was pre-existing. His invoice doesn’t state that either. When I advised Choice Home Warranty of this, they changed their story and said it was according to their own professional experts. Now, they are telling the Revdex.com it was the technician who said it. The issue is the motor is making a whining noise which is indicative of the motor eventually failing. The noise comes from the motor bearings. Choice Home Warranty cannot provide any evidence that the issue was pre-existing. They simply don’t want to pay the claim and they rely on their contract loopholes of “pre-existing condition” and “improper maintenance” to avoid paying big claims. And I cancelled my contract with Choice Home Warranty because they breached it. I waited a month for Choice Home Warranty to resolve the situation and they made no attempts. I would like for Choice Home Warranty to honor their contract.

Business

Response:

I do apologize that you may have misunderstood the last response that was sent to you. Our policy states that every unit that comes into contract has to be in proper working order the day the policy/contract term begins. Your policy started 3 days prior to you placing the claim for your unit. (Your contract term started 1/17/15 and you filed a claim on 1/22/15 stating that your unit stopped working on 1/20/15) Our service provider explained to our in house technicians what the issue was with your unit. Our in house technicians confirmed that this issue cannot happen within 3 days of the policy; therefore you entered the contract with a unit that was not in proper working order. We do understand that you may not have known this was an issue but our policy does state that we do not cover known or unknown pre-existing conditions, which this clearly was. Please refer to our policy and see sections:F. LIMITATIONS OF LIABILITY “… known or unknown pre-existing conditions.”Section A. Coverage 3. Are in place and in proper working order on the effective date of this home warranty contract.We do provide you 30 days to ensure that all the units in your home are in proper working order, hence the 30 day waiting period. Section B. COVERAGE PERIODCoverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date.Once again, we do apologize that we were unable to assist you with this claim and we are very sorry that you chose to cancel your policy with CHW. Please feel free to look at the policy that is on our website for any other questions regarding this claim at www.choicehomewarranty.com/useragreement.Respectfully,CHW

Review: Nebulous wording of contract caused misunderstanding of provided service. Company says they will not perform what I understood the contract to state.Desired Settlement: Complete requested work as described in their contract.

Business

Response:

mur mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, we do see that you had placed 2 claims with CHW.A heating claim that you placed was for your fire place in 2013, which we advised you per our policy we do not cover. A second claim recently for your attic electric vent fans, that we also advised you that we do not cover.We do apologize that you are having trouble with items that CHW does not cover. To ensure that you do understand what we do and do not cover, we have mailed you out a policy and also sent one to your email. Please accept our apology for any misunderstanding and for any inconvenience that this has caused for you.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW