Choice Home Warranty

Review: I was going to purchase a 1 year contract and the sales person suggested upgrading to 6 years contract for a much better price. I told their sales person why would get a 6 year contract not knowing if they would do everything they stating they would. He advises that I could cancel at any time if I was not satisfied with their performance or service and it’s a no lose situation. I ask, for any reason I could cancel if I was not satisfied with their service. The sales rep said yes, you can cancel at any time and get a full refund back with no issues. So I signed up for the 6 year agreement.

I also inquired about the time frame for a repair person to come out to fix a problem, he stated that they have companies on call 24hrs, and if I had any service problems that a service person would be out with-in 24 hrs. to repair the problem.

I called and spoke to a claim representative with Choice Home Warranty on November 27th approx. 10:30am about my AC not cooling; claim # [redacted] they said they would have service person call me to come out. About an hour later a service person from Cisco Heating & Air called me back and stated he wouldn't be out till Monday November 30th. I asked him about Choice Home Warranty service with in 24hr. He laughed and stated it was day after Thanksgiving and they don't pay them enough to come out on a Holiday weekend.

I called Choice claim dept. back and spoke to a supervisor and she was pretty rude and stated take or leave it and that they don't guarantee service with 24hrs. I tried to explain to her what was told to me when I purchased the plan; she wasn't interested in hearing it.

On Monday the service tech for Cisco came out and said I need to replace my AC condenser in my attic that it had a leak in it, but don't expect Choice Home Warranty to cover it. I asked why, he stated because it had rust on it and they don’t replace a part that has rust on it, he stated that’s how they get out of paying claims. I asked if it normal for this part to rust since it’s always wet, he said he could put a brand new one in and in 6 months to a year it would look just like the one I have now. He said that they always request a picture of the part. I asked if he was sure it was leaking from there, he said that I was low on Freon and this is where they always leak from when Freon is missing.

I received a message from Aleah the next day to call the claim dept. [redacted]. about my claim, I spoke to her and she advised that the part wasn’t covered because it was rusted and they don’t cover parts that fail due to rust. I told her that THEIR SERVICE PERSON said y’all would say that, that’s how y’all get out of paying claims. I also told her that THEIR SERVICE SAID, HE COULD PUT a BRAND NEW PART IN AND IN 6 TO 12 MONTHS IT WOULD RUST AND LOOK JUST LIKE THIS ONE.

I told her I wanted to cancel my contract and get a full refund of $1,875.00 and I would use that money to repair my AC, she asked if she could call me back tomorrow and she would speak her supervisor and see if there’s anything they can do. The next afternoon she called back and advised that they would pay for the parts, but I would have pay for the Labor and Freon which would be around $1,200.00

I advised this is still not acceptable and I still wanted to cancel my contract for a full refund, at this time she advised that I could not cancel my contract that they would have to agree to me cancelling it. I asked to speak to a supervisor, she connect me with Sarah Smile. I explained to Sarah of what was going on and she immediately advised that since they offered to help with the expense of the repair that she would not cancel my contract. I told her according to my contract they are supposed to cover all expenses, and that I am only responsible for the $45.00 service call. [redacted] advised that all they are going to do for me is pay for the parts that needed replacing. I told her they went from saying we don’t replace parts they are rusted to saying now we will.

I told [redacted] this is not the way things were explained when I purchased the plan, It was explained that for any reason I could cancel the contract, not at any time it was told that they had to agree to me cancelling my contract, I advised her I would have someone contact them on how they do business and hung up.

Immediately after hanging up with [redacted] I had a phone call from [redacted] phone # [redacted] he wanted to know what it would take to settle this matter. I told that I wanted a full refund on my contract. He explained that they weren’t going to do that, but he would give me an additional $200.00 toward the cost of the repair besides buying the part. I told this is still not acceptable and the way they explain their contract when I purchase it was totally different from what he is saying now. He advises he would talk to his salespeople and make sure that they are explaining the contract and policy the correct way in the future.

I told him that I wanted a second opinion on the my AC issue and I have an AC person I know, he said I could but I would have to pay for it. And to call him back once I had the AC looked at. I paid another AC Service person come and do a complete check of my AC inside and outside and his finding is completely different from the first finding.

I do have a Freon leak in the coil, but it’s in my AC Condenser unit outside he pointed it out the spot to me. Below is his finding:

After inspecting current conditions and thorough leak checking, I concluded A/C condenser unit has a leak in coil. The leak is located on the north side of condenser unit, mid-way. It was spotted by the oil discoloration on coil and confirmed by electronic leak detector. It is recommended to replace entire condenser unit with 410A refrigerant as current unit is out dated. If you have any questions, feel free to contact me.

I have tried several times to contact [redacted] by phone and left messages, he has yet to call me back. It now January 6th and I’m still unable to reach [redacted]

I am very disappointed in the service that I have received; I feel that I have paid for a contract that is no more than a piece of paper with no meaning. Besides paying the money for the contract, I have now spent more money out of pocket to get to the problem of this matter solved, which should have been paid for by your company.Desired Settlement: Since they are refusing to cover the full expense of the repair of the A/C, at this time, I am once again requesting a full refund.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that CHW had agreed to pay for the following as a goodwill gesture:*EVAP COIL*TXV*DRAIN PAN*RECLAIM/EVAC*TORCH FEE------- TOTAL OF $525.17It shows that you would be responsible for the remaining balance of $1250.00. We also show that on 12/3/15, you had spoken with Aaron and it is documented that once your technician was there, you would call Mr. Regev. We do not see any other notations that you had called in reference to this claim after that.Since you have had the work completed, CHW is still willing to cover the cost of what we had originally offered to you which would be $525.17. Please note that this is not a covered claim, CHW does not cover failures that are a result of rust or corrosion which your unit did.If you would like us to provide you with this amount still, please feel free to contact us and we will be happy to provide the goodwill gesture to you.If you would like to cancel the policy as you stated, you would be provided with a pro-rated refund per Section L. Cancellations.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of the 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

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.

Review: I spoke to a rep with Choice Home Warranty the morning of 5/12/15 and agreed to start coverage. After rejecting several offers for a 3 year contract because of the cost, as well as paying a full year in advance, I had specifically requested to have the 1st MONTHLY premium come out on the 12th of JUNE for coverage to begin in JULY, as I was advised that coverage starts 30 days after the 1st premium is paid.

I checked my account this morning and saw that yesterday, the 13th, they took a full year of premiums in the amount of $450! This obviously was not expected and now my mortgage payment will not go through, causing a returned payment plus fees for late payment a returned payment and charges from our bank, not to mention what those things do to damage our credit scores.

Their customer service leaves much to be desired. The rep I was speaking to, after telling me she has late mortgage problems too and understands - who says this? Her company caused me this problem, not my neglect or poor planning. It was a snafu on their end, not following my specific instructions to take the first installment in JUNE. She talked over me so much I ended up resorting to just saying "please stop" over and over and over again until she stopped. When she stopped, I started speaking again, but then she would start in again too. Not only could I not understand her but she obviously couldn't hear me either. She was being deliberately antagonistic and generally unkind to me in this situation her company caused me. When I asked to speak to her supervisor she told me she was Director of Sales and there was no one there higher than her, then throws me back into the call cue. I hang up and called back and got to [redacted] who then told me HE was Director of Sales. He said that the rep who took my call is an exemplary rep with a spotless record of providing good customer service and would have to review the call to see if my story checked out, insinuating I was not being honest.Desired Settlement: I want the money they took without my authorization (stole) from my account returned in the same time frame in which they stole it.

Business

Response:

,We sincerely apologize for any inconvenience that this mistake has caused. CHW has placed a full refund of the amount $450 back onto your credit card that you used to sign up with us with. I have personally documented the account and have ensured that the credit was placed on. 5/14/15, the credit was given back to your credit card. Please accept our apology as this was a mistake and your account is inactive, no charges will be placed onto this credit card and no one will contact you for anything in regards to purchasing a policy.Thank you for bringing this to our attention,CHW

Review: Our very first service call, they did not want to honor their policy, because they said they did not believe that our refrigerator broke, so they asked us to pay half of the repair, which we did, and then they did not notate it for their customer service reps to see that we paid 1/2 of the repair which is not the policy. Then our garage door opener broke, we called Choice home warranty, and they would not pay for the repair so they paid only for the replacement, so we had to go to lowes and hire a contractor to replace our garage door opener. Then I called to cancel, because this is just not working for us, and they are not providing the service that they are offering. The policy states that the cancellation is prorated minus the $50 administration fee, so they owe me $168.75 and the rep said we don't owe you anything because we paid for a repair. WHAT??? I submitted a letter to one of the supervisors, who said to email her, if I needed assistance, when I emailed her regarding the garage door opener, I did not get any reply. This is based on my honest experience, that I think others should be aware of.Desired Settlement: They need to honor their refund policy also as stated by the representative Prorated amount of what I paid for the policy of $375 divided by 12 equals $31.25 per month, minus the $50 administration fee. Leaving a refund of $168.75. And then we will no longer do business with Choice Home warrant. There are no other service fees incurred by us.

Upon our very first service repair, they asked us to pay half of the repair, or they would cancel the policy, because they did not want to pay for the service call, and their customer service rep, said it is not notated in our account to reflect that we paid 1/2 of the repair cost, besides the service call, and the policy fee.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]Upon review of your policy, I do see that HWA has paid out for both claims that you have had. The total amount of paid claims for this policy is $379.04. You purchased the policy in the amount of $375.00 and per the policy Section L. Cancellation it states that by breaking the agreement with HWA, you will be charged an administrative fee of $50 as well as paying back to the company the amount that they had paid out on claims. Please see the policy section below:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. You maycancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by HWA.This contract shall be non-cancelable by HWA except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of HWA and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50administrative fee and any service costs incurred by HWA.All cancellation requests must be submitted in writing.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 cancel for a full refund within this time period. Per our policy Section A. Coverage #3, CHW does expect all units that come into the policy in proper working order.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They did not disclose in their reply that Not only did we pay the policy of $375 which is what they required, for our very first service call we where told to pay HALF of the Repair or cancel our policy. We had no choice at the time and Paid Half the repair of $255 Plus $45 for the service call, which is $300. For our very first service call. our second service call, for a garage door opener not working, CHW only paid for a flat rate for replacement, and we paid the difference and had to pay for a technician to come out and replace it, to get it fixed, so what kind of Home warranty is that? When I called to cancel because this is obviously not working out as advertised, and on the phone their customer service rep was the one to told me normally we would owe you about $168 but I don't think the company will pay it because you had a claim already with us, that is how it was explained to me. Their policy section L #5 You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50. I am not being unreasonable, just trying to abide by what they advertised, and told me directly on the phone etc. I was not asking for anything more than what they said. But either way, this is not a good home warranty plan for us. And before cancelling I sent several emails to one of the supervisors who failed to correspond, even though she said to email her for the best way to contact CHW, they left me no option but to cancel. And as I was told in the beginning, pay half your repair or cancel, I do not see that anywhere in the terms. Again, this just did not work out for us as consumers. But hopefully they would do the right thing, but obviously, this is not the company for us to do business with. I mean it was unbelievable to be told over the phone that they where so use to people ripping them off etc. all that knowing that I was a new customer, I too had explained that I was looking for a good reputable HW plan and would like it to be long term. This was just not good from the very beginning. Very disappointing on so many levels. [redacted]

Business

Response:

Dear [redacted]The first claim that you had with CHW for your Refrigerator was not a covered claim. CHW offered to provide a goodwill gesture by providing half of the cost of the repair. This claim would not have been a covered repair at all.The second claim that you had with us for your garage door opener, the parts were no longer available. Per our policy, Section F. Limitations of Liability # 9, “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair”. CHW did pay for the parts and the labor minus the service call fee for the claim. We do regret any and all frustration that you had with this policy and we do wish you best of luck.Best regards,CHW

Review: Choice denide claim.. I received claim warranty and number I have paid Choice $60.00 a month. Bank Deduction. since 9/23/2013 coverage is from the23 to the 23rd of each month.. I cancelled Choice on the 17th of August because of their refusal to repair our air conditioner.. But the claim for the pool was filed on the 15th.. I spent $478.32 because Choice could not get a [redacted].. They only have one in [redacted]..The Temp. was 110 to 114...Choice did not care if we got the air Cond fixed or not.. I called Coice I was told that because I cancelled on 8/17/15 they would not pay any claims..This was a claim before I cancelled..It should be honored...Desired Settlement: Choice to send repair man to fix pool problem...

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. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your policy, it does show that you had cancelled your policy on 8/17/15. The claim that you placed for your POOL/SPA would not be able to be processed due to the cancellation of the policy. Your policy has to be in good standing for any claims to be processed. Also per our policy Section L. Cancellations, CHW would normally charge you a $50 cancellation fee and charge you the amount of money that we had paid out for claims. CHW as a goodwill gesture did not charge you as our policy stated and allowed the cancellation of the policy. Please refer to Section L. Cancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.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. Best regards,CHW

Consumer

Response:

I am rejecting this response because: I was insured when I filed the claim on 8/15/2015... I cancelled because I could not get anything done on the claim for our Air Conditioner..7 Days at over 110.. Choice and Excellant Air Cond. did not care if we cooked or not.. The claim for the pool was filed and a claim # [redacted] if the coverage was not in ? why was it assigned a claim Number ?? CHOICE IS A PHONEY !!! I am this date filing a claim with the [redacted] and the [redacted] Chamber of Commerce.. [redacted] Dept. Of Insurance Fraud Dept.. [redacted] Commissioner Enforcement & consumer Protection Dept of Banking & Insurance..Revdex.com of N.J. Ipaid for the Air Cond. $478.32 because I could not get anything done thru Choice..The Service Rep. From Excellant said Choice is a Con Game..They wont pay anything..All they do is figure out a way.to not pay anything..BOY did he have Choice figured.. I am going to try to file a complaint with the small claims court in [redacted].. I doubt if I will ever get any satisfaction from choice, but maybe I can keep someone from making the same mistake I made...Maybe someday CHOICE will pay another $779.913.93 fine or better yet , Maybe close them down..I have this date advise 3 friends to not do Business with CHOICE The service man was right..CHOICE IS PHONEY

!!!!

Regards,

Review: DO NOT USE CHOICE HOME WARRANTY. THEY DO ALL THEY CAN TO DENY CLAIMS. MY DISHWASHER ELEMENT BURNED A HOLE IN THE TUB AND THEY REFUSED TO HONOR THEIR CONTRACT. THE TECHNICIAN EVEN TOLD ME THE ELEMENT GOT A HOTSPOT AND BURNED THE HOLE. NO WAY TO HAVE PREVENTED THIS. THEY ARE DEFINITELYA RIPOFF COMPANY.Desired Settlement: REPLACE THE DISHWASHER LIKE THE TECHNICIAN RECOMMENDED.

Business

Response:

Dear Joel Dean Beard,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . I do apologize that you are upset about the unit not being a covered claim. Our authorization team has advised us that this is not a normal wear and tear that a dishwasher would do. I do see that we did give you a goodwill gesture towards the unit to help with the purchase of a new one.Thank you for your feedback as this helps us improve our customer service.Best regards,CHW

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: 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

Review: In October, I placed two claims. One for refrigerator & the other electrical problem paying $60.00 per claim. As for the my frig. it needed Freon & a compressor in which I was told over phone before I con't with the claim that it's covered, but after the contractor reported it to CHW, they called within hrs. & stated that it wasn't covered, SO I WAS FORCED TO BUY ANOTHER REFRIGERATOR. As for the electrical problem, the electrician stated that the door bell wasn't hooked up & far as ceiling fan, fan turns on but the light doesn't work because it just needs an light fixture kit. Before the electrician left my home, I notice it was getting hot in the house when my AC was working just fine cause I've just had it serviced and fixed. I brought this to CHW & the electricians attention but he denied about doing anything dealing with the AC. A few days later I called CHW to find out about when was the contractor was going to come back out they didn't know cause they haven't rec'd the diagnosis so they had to contact the contractor to find out, once they did, they told me that they don't cover light fixtures. So I asked to speak to an supervisor in which she stated that she will reimburse me $160.00. A few days later I called them to find out about the refund, they told me that the check was approved but the process takes 30 day in which it will go out on the 16 of November. I called today 11/18/15 they told me that I will not be getting a check cause my contract was cancelled even though I was approved for a check. So I paid over $200.00 for nothing & I'm on disability only getting paid once a month. So I gave them money that I can't afford to just give away.Desired Settlement: I want the check they promised me and approved for in the amount of 160.00, and for CHW to send someone out to fix my AC.

Business

Response:

Dear [redacted]:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php. Upon review of your claim, we do show that the refrigerator claim was a non-covered claim due to the fact that the unit did not come into the policy in proper working order being that the policy had started on 10/2/15 and your claim was placed on 10/14/15 the failure could not have happened within the time frame of the policy. Our policy states in Section A. Coverage #3 that all units must come into our policy in proper working order. As a goodwill gesture CHW offered you $160.00 to assist you with the cost of the repair. Since you had cancelled the policy, we would not release a check unless this was a covered claim and as stated this was not. By cancelling your policy with us, we would not provide a goodwill gesture. Also, per our policy if we were to provide you with the funds in Section L. Cancellations states that you would repay any cost that CHW has spent if the policy is cancelled.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

response time was outstanding. the tect was very informative.

Review: I set up a service appointment to get my furnace checked out for winter, and choice warranty expects that you keep the maintenance on appliances yearly so that warranty is not void. anyway the company came out inspected the furnace and informed me that they would have to switch of heating system as the Heater Exchange was cracked in 3 locations, they made me sign a waiver not to switch on the heating as carbon monoxide was leaking into my house. I then contacted Choice home warranty and explained what had happened, they said they would send a service company out to check the problem, 8 days later the service guy came out he only opened the lower casing on heater and shined a telephone flash light in bottom of the heater, I asked him why he did not open the top part of the heater, he reply was in the 25yrs I have never seen the heat exchanger fail with a unit 11 years old. he went away and next day he called me and said the warranty will not cover it? and then tried to sell me a brand new furnace for $2684.00, I hung up the telephone and then called choice warranty and asked them why had the claim been denied? the said the tech they sent out said there was rust everywhere. I told them that there is no rust? the told me to get a video copy of the findings from the service company I had do the inspection at my own expense, I got the company to come out and take a video off the problem it was forwarded to Choice they asked me to call them, the said the video was black and white that they could not use that... only color photos will do? so I had to again get the company to come back out and take color pictures, then they called me and said it still under warranty from manufacturer? we called they said I was the original owner so I am not covered. I called back choice home warranty the said yes there is cracks but they will not cover it they said there is rust or corrosion in the heat exchanger unit. the service company said that there is no rust!!!Desired Settlement: want them to fix the problem, or pay off my contract! I am disabled and have 2 children in the house with my wife I have had to borrow money to replace the heater.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]Upon review of your policy I do see that CHW has assisted you with previous claims in the amount of $563.25. Therefore we would not be able to provide you with a full refund of the policy.Upon review of your claim, we show that you contacted us on 10/2/15 and stated that the heat exchanger and inducer motor was cracked. We did send out a technician out to your home and he diagnosed the unit and advised us that the unit was cracked and due to rust and corrosion. Per our policy Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust or corrosion. We did receive the diagnosis from your technician as well and they confirmed that the unit did have wholes due to rust. Per our policy, this is a failure that we cannot cover.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policy. Respectfully,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The response that CHW have put as the reason that they have denied the claim saying the company had said the heater exchange had failed due to rust and corrosion is not true. The company that serviced and took pictures said that there is no rust and will go on record to state that I will furnish contact information to you so you may contact them directly (Right Now Heating and Air) telephone number [redacted] also the 2 technicians that came out at different times, [redacted] the told me that's why there company won't work with home warranty plans because they force them to be dishonest toward the customer, why they can't cover the problem. The company they sent out to inspect my system did not inspect the system properly and said it was okay to use the system even though it was a dangerous to me and my family.... And as far as getting a contract of CHW I never did receive one, I had to download it when they denied my claim. I am very disappointed with there business practices and standards it could have cost deaths!! So no I am not satisfied with there reply.

Regards,

Business

Response:

Dear [redacted]You signed up with CHW on 10/28/13

and you have placed 4 claims; all approved claims with authorizations in the

amount that total $563.25. Your last

claim for the heating system that was not covered, you placed on 10/2/15. If you hadn’t received the policy within the

2 years that you had the policy, you could have called or had gone onto the

web-portal to view your specific policy by placing your email address along with

your policy number. The technician stated that you had a

pre-seasoned check and that you had found that there were holes and cracks in

the heat exchanger. The technician also

stated that the unit had these holes due to rust or corrosion. As we stated prior, the unit had a crack within

it and that happened due to rust or corrosion.

You stated in your email to us “that the technician found discoloration”

and you stated that this was from “hot spots”.

The discoloration was not from only hot spots but corrosion to the

unit. In reference to the technician

trying to make you purchase a new unit, we do apologize if you felt that he was

pushing a new unit onto you. Per our

policy Section F. #19 states that CHW is not responsible for the negligence.We regret

the frustration that you have had however CHW is in full compliance with our

terms and conditions of our policy.Best regards,CHW

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: I purchased a warranty from this company, waited the 30 days for the contract to go into effect and while waiting, some issues with my appliances were realized. After the service technician came to repair the my appliances I received an e-mail telling me that these issues were "NOT" covered due to being pre-existing conditions. They also told me one of my appliances was not covered. When ordering this warranty, I was assured that everything was covered. The sales person also indicated that he could lower the amount I would have to pay to the tech. for the service charge ($35). Which was also an outright lie. I spoke to the sales rep. who sold me this warranty and he put me on hold while he connected me to the contract dept. After 30 min. or so I gave up. Now they not only didn't honor their contract but they kept 50 that I paid them. I was told basically "tough beans".Desired Settlement: They told consumers the whole truth and not lean on their extensive contract. Who really reads the entire thing anyway? Also, give me a full refund.

Business

Response:

Dear [redacted] J [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]Upon review of your policy that began with us on 10/25/15, we see that you placed 3 claims with us on 10/27/15 for a Kitchen Refrigerator, Dryer and an Oven Stove Cook Top. The first claim we had advised you that the policy doesn’t cover hinges or noise, the second claim you called to cancel the technician and the 3rd claim was not covered due to the fact that the unit did not come into the policy in proper working order as required by CHW, stated in Section A. Coverage #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do see that you have cancelled your policy with us and per our policy you were to be charged a pro-rated fee plus an administrative fee of $50 because you had broken the policy with us. CHW did not pro-rate the refund and only charged you $50 for the cancellation as stated in Section L. Cancellations.We do regret your frustration however CHW was in full compliance with our terms and conditions of our policy. Respectfully,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As is perfectly understandable, the story you are given about a product or service when you are being swayed towards purchasing the same is much more loosely presented than when you are trying to use the service you paid your hard earned money for. To begin with the salesman on the phone explicitly told me that he would lower my technician charge to $35 in stead of $45. Lies to start with and then he stated that "everything" in my condo would be covered (appliance wise). Also, what about that one month free...of course that month is to be used at the end of the year not the first month. Now I wonder why that is..HUMMMMM. Are all of us sheep supposed to accept the way some company's conduct their inappropriate business? I DON'T THINK SO!!!!!!!!!!

Regards,

Business

Response:

Dear [redacted], After reviewing your policy, I do see that you were provided a copy of the policy upon signing up with us. You were provided a hard copy as well as an email. Unfortunately we do not offer a $35 service call fee and the lowest amount that we have ever approved for would have been $45.Per our policy Section A. Coverage #3 states that you must enter the policy with all units in proper working order. 2 days after your policy had started you placed 3 claims with us and all were not covered due to the policy.We do regret your frustration and that you have cancelled your policy with us. CHW

Review: I bought a home warranty that covered my dishwasher to be repaired or replaced. Once the motor went out they offered me $230 to replace it. They wouldn't repair it but wanted me to take the $230 and go away. I had a Kenmore elite unit that I paid over $800 for and I could not get it replace or repaired for $230. Once I voice my dissatisfaction they offered to replace my unit for an entry level Hotpoint unit that did not come close to what I had.Desired Settlement: I would like to have at least half what I paid for my dishwasher which is $400

Business

Response:

Dear [redacted], Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted].Upon review of your claim for your Dishwasher, I do see that on 10/27/15, you accepted CHW’s offer for the Buyout of the system in the amount of $230.00 and declined the new unit that we had agreed to place into your home. Per our policy Section F. Limitations of Liability #16 states “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Although they are within their legal rights I feel this is a bad business practice and lets them basically settle for any amount they feel is their cost. The unit cannot be repaired or replaced for their cost settlement. The advertisement that they will fix or repair is not correct as long as the have the cash settlement at their cost. This is a deceptive and bad practice. Their settlement is less than half what it will take to replace or repair the item.

Regards,

Business

Response:

[redacted],You are given 30 days prior to the policy's start date to ensure that all units in your home are in proper working order as well to ensure that you understand and agree with the terms and conditions of our policy. If you disagreed with our policy, you would have been able to cancel it within the 30 day grace period for a full refund. CHW is in full compliance with the terms and conditions of our policy; we do regret that you disagree with our policy but we cannot change the outcome of the claim due to the policy's guidelines. CHW

Review: My husband is a diabetic and my granddaughter is staying with us for the summer. Our air conditioning as been working Improperly since May 20, 2015. We signed up for choice home warranty in April of 2015 to over our appliance for our home, but they want to charge us to find out what the problem is. Our home is only 2 years old.Desired Settlement: If we are paying for a warranty we should not have to pay out of pocket to find out what the problem is. We paid a service fee that should be the only fee that we should pay and if the problem is something that's not covered then we will deal with that issue at that point.

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 I do see you have a claim for your Air Conditioning unit. I also see that you were upset that the technician stated that he had to perform a leak test. Our policy clearly states that we do not cover leak test Per Section D. COVERAGE4. AIR CONDITIONING/COOLERNOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except: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.Also, please note that if your units are under manufacture warranty, which supersedes CHW policy, therefore we would not be able to repair any of the units that are under manufacture warranty. Please see Section F. LIMITATIONS OF LIABILITY15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.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: 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: I purchased a home warranty from Choice that states my garbage disposal is cover unless it is is not working due to rust, rocks, glass, or bones. Even though a second licensed plumber stated in front of me that it is leaking and none of those issue are causing it, Choice has decided to deny the claim, saying the unit is rusted. They told the first plumber it was because we only had the warranty 1 month. We actually have had it since July 22, 2015. (2 months) They advertise that items are covered after one month of service. They are not living up to the agreement in the contract.Desired Settlement: I want my garbage disposal to work. If they cannot repair it, it should be replaced. I have pictures that prove it is not "rusted out". The plumber says it is not rusted out and therefore it should be repaired or replaced.

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 that was purchased on 7/22/15, it did start on 8/22/15 and you placed your claim for your garbage disposal on 9/26/15. CHW dispatched [redacted] The Plumber to go to your home and diagnose the unit. Upon his diagnosis he stated that there was a leak from the bottom and this leak was from rust.We advised you of this and since you disagreed with the outcome, you had requested for CHW to send out a 2nd opinion at no cost to you. As a good faith effort we do so and on 10/2/15, CHW dispatched Prestige Plumbing LLC to diagnose the unit. This technician confirmed that the unit was leaking due to rust and that is not covered under our policy. Please see Section F. Limitations of Liability #1 that states: “1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.”We do regret your frustration with this claim and although this claim was not a covered claim, we do look forward to assisting you with future claims.Please feel free to contact us at our toll free number [redacted]Respectfully,CHW

Consumer

Response:

The first plumber barely looked at the unit and took my husband's idea that it might "be rusted out" as possible. Left to get a replacement band approval. He was told our contract had not been in place long enough and the unit wasn't covered. Choice agreed to send a second plumber who stated more than once that the unit was leaking, but it was not rusted out. He was on speaker phone and I heard the person he was talking to say over and over "deny due to rust". When he tried to explain it was not rust, the representative responded, "deny due to rust". I spoke up and the representative yelled, "you have me on speaker phone?! The plumber stated that he felt he was in the middle of a situation that was t right. I told him I was sorry to put him in that position. He gave me a quote to replace the unit. I asked if the unit was rusted. He said, "No., but it's leaking and can't be repaired." He left and I filed this claim because I know the unit is not rusted.

Business

Response:

We do have pictures of the unit that is in question and it does show that the unit is rusted and leaking from that area. Also, it was stated that this leak happened within a long period of time. It was advised to us that this leak could not have happened within the time frame of your policy's start date. Our policy states that all units must come into the policy in proper working order on the start date of the policy.As a goodwill gesture, CHW is willing to offer you assistance on this claim in the amount of $150.00. If you would like to accept this offer, please contact us and we will provide you with a form to have signed so we can give to our billing department then send you a check.We do hope that this good faith effort helps to resolve this matter and come to a mutual agreement.Respectfully,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!!

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.

Review: choice home warranty accepts payment for coverage and manages to always have a reason why they cant fix anything. they have turned down 2 claims on my a/c unit and my heating unitDesired Settlement: I want all my money back for the policy and the 90.00 I'm out of on claims that no reasonable legitimate business would have denied

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 I do see that CHW has authorized $177.50 for your policy in paid claims. For this claim of your Heating System, although it was not a covered claim, we do see that we had approved and you accepted a good will gesture of $100 to help with the cost of the repair.Also as a goodwill gesture, CHW has added a onetime free service call to your policy for a future claim that you might have. We are not able to provide you with a full refund due to the fact that we have paid on claims and per our policy Section L. Cancellations, you would be responsible to pay back any claims that we’ve paid if you cancel your policy pre-maturely. Also, we would deduct a $50 administrative fee. Please see below:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW