Choice Home Warranty

Review: I have contracted with Choice Home Warranty for 3 years. On June 13 my central conditioning ceased working. I called for service. I was told that a service tech was dispatched for Monday the 15th. I stayed home from work to await the service call. The tech never showed. Again on Tues I was told he would be there, again I stayed home and he never showed. On Wed after missing my third day of work, the tech showed said I had a bad capacitor and replaced it. This did not correct the problem. He then said I have a bad compressor but he was not authorized to replace it he could only trouble shoot. It would require two techs and he would call it in. I contacted choice and they told me that they would not replace the compressor because they claim that it was a secondary failure. I informed them that I would file a complaint and wanted to cancel my policy which was renewed in February. I also told them I wanted a refund of my policy cost and they told me there was no refund provision. I am a realtor and deal with [redacted] all the time, they are a reputable company not a scam organization like Choice. I appreciate any assistance you can offer.Desired Settlement: I would like my AC fixed or my entire policy cost for the year refunded.

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 policy, I do see that you have paid $484.00 for your policy and that CHW has paid out $615.86 for your claims. Per our cancellation process, please see Section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.CHW does require that any amount paid would be paid back plus the administration fee. We are very sorry for the frustration with your AC claim, due to the technician’s findings and reporting back to us what he did see, we were advised that the unit had a weak capacitor; he replaced the capacitor and found that the compressor was locked. Due to the fact that the capacitor was weak, this damaged the compressor. This is secondary damage that CHW does not cover. Please see our policy, Section F. LIMITATIONS OF LIABILITY 19. 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. You expressly waive the right to all such damages. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration. CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

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.

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.

Bad company to do business with . Will not cover anything

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: 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.

Our Ac was not working. Called choice warranty. With 30 min we were contacted and they were out to fix unit in 3 hours!

Review: Choice Home Warranty did not honor their contract for home appliance repairs. The contractor is willing to provide a statement on my behalf. The contractor is also filing a complaint to sue for disbursement of funds for previous jobs that he has not been paid for by Choice Home Warranty. I have also contacted other air condition repair contractors, and they are or have filed a complaint to sue Choice Home Warranty. It is not fair that this company is allowed to operate in an ethical manner. I have paid about $40 for parts and made the repairs myself. I perform the repairs myself out of desperation due to the temperature within my house reaching 87° and causing me to nearly pass out at times.Desired Settlement: I want to file a complaint to sue for pain and suffering. I also want them to pay for the cost of the repair to include the courtesy call to diagnose the 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 . We see that you started your policy with CHW on 05/13/15 and you placed a claim for your unit on 6/7/15. We did advise you on 6/9/15 that due to the failures that your unit has, per the technician “THE CONDENSER COIL IS VERY DIRTY THERE IS GRASS BUILD UP, DIRT AND ITS ABOUT 30-40% CLOGGED UP ON THE BOTTOM THE UNIT HAS A BAD DUAL CAP AND RUN CAP ARE BAD THEY NEED TO BE REPLACED.” This is a clear exclusion per our policy of a lack of proper maintenance. Also, your policy began a little over a month before the claim was placed; CHW does not cover any unit that comes into the policy with any known or unknown pre-existing issues. Please see 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.Also please see Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.As per your statement with the vendor that came to your home. CHW has a contract with our vendors and we do pay them per their contract. We will contact them and explain their contract to them. We always want our customers to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration with this claim. CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

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.

Review: I am a customer with Choice Home Warranty (CHW). On 9/8/2015, I filed a claim for my property in [redacted], [redacted]. The claim was for my air conditioner unit which was not cooling. On 9/10, they assigned the work to [redacted] Heating and Cooling. The technician report was that the unit is leaking gas due to old age (which is covered by the policy under warranty). However CHW denied the claim stating that the unit was not functioning due to lack of maintainence. I called the technician form [redacted] Heating and Cooling and he stated that there is no maintainence procedures for this part of the unit. So, I called CHW and their first response was that the technician stated that the unit was not working due to lack of maintaince (they lied because the technician reconfirmed that the failure was due to age NOT lack of maintaince. On my second attempt to explain this to CHW, the rep and manager both stated that the claim was denied through the technicain from their claim department (the person who never even looked at my unit and is thousands of miles away from my unit). On 9/18 my third communication with CHW the manager, Chris, said that she would give the information to the vendor's relation manager (Joe) to evaluate the case and get back to me (another lie because I did not receive any response). On 9/22, I called again and talked to a rep and manager and they did not know anything about Joe or the re-evaluation that was supposed to take place. This lack of knowledge shows the incompetence, unprofessionalism and unethical behavior of this company.Desired Settlement: CHW needs to do the required repair/change on the unit and to stick to their warranty policies because they are being dishonest and unethical when they state that unit is not functioning due to lack of maintaince rather than the fact that it is due to old age as stated by the professional technician who examined the unit.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your Air Conditioning System, I do see that the unit was almost empty with Freon and a leak detection test was requested. A unit would not be out of Freon unless there was a leak and our authorizations team needed to find out where the leak was coming from. Upon the tests completion the technician stated that the condenser coil was in poor shape and the leak was due to a lack of proper maintenance. We would be more than happy to review over any records of maintenance that you have. Once you provide them to the authorization team, we can review the claim and if the records are accurate the claim will then be overturned. Please note that our policy does state in Section F. Limitations of Liability #12 that all units must be properly maintained by the manufactures specifications. This would include a licensed technician coming to your home at least once a year to perform the preventive maintenance.We do understand that this is frustrating and we are more than happy to assist you, please provide the records to [email protected] and please provide the claim number for the authorization team.We look forward to assisting you once the records are provided.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:

CHW claiming that the tech who was assigned to fix the unit, stated that the fault was due to lack of maitenance and that's a FALSE statement (CHW) keep changing about who told them that!!I called that tech and he confirmed that he did not say that and what he told CHW that the unit failure was due to age! When I called (many times) CHW, I requested to put him on the line in 3 way call to set the records, straight but they declined!!The leaking part is a coil and if you ask anyone in this industry (A/C) will tell you that NO maintenance method will prevent this leak from happening and I'm qualified and talking from experience because I have a Bachelor degree in mechanical engineering and I worked in many Air conditioning projects!The bottom line is that CHW is just pushing the point that I don't have a maintenance record just to escape their responsibility of fixing the unit and that's totally unacceptable. They should honor their end of the bargain as I do!

Business

Response:

CHW is following the terms and conditions of the policy. If you feel as though this claim is not due to a lack of proper routine maintenance, you are more than welcome to have a second opinion come to your home and diagnose the unit and provide the technician our number to give us the diagnosis.We do not cover failures that are a result of a lack of proper routine maintenance and if you would also like to provide us with records showing as such, we would be happy to review. Our inside technicians spoke to the technician and it was determined that if you had preventive maintenance this would not have happened.Again, if you feel that you would like to have a second opinion come to your home and diagnose the unit, we would be happy to review the claim.Thank you,CHW

Review: Sent in order for a c repair tech came out said compressor was bad said was going to call for authorization for repair. Approximately 20 min later I got a call saying to call about service order So I called and they said I was not covered due to lack of maintenance. Which is incorrect because prior to me coming to choice I was with another home warranty company and had just had maintenance done on unit they also changed filter.Desired Settlement: To have unit repaired as guaranteed in contract and to stop trying to find reasons not to repair. Was with other company for several years and never got the run around.

Business

Response:

[redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that started on 6/14/15, you placed your claim that same day. We did advise you that the unit was a lack of proper maintenance as well as pre-existing to OUR policy. Per our policy, you must enter the contract with all units in proper working order. Please see 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 apologize for any trouble that this claim has caused, we always urge our customers to read the policy and familiarize yourself with it. Thank you,CHW

Consumer

Response:

[redacted]

I am rejecting this response because: when I called and got the service my unit was working fine. I cannot predict when the unit will fail that is why I picked up the warranty. Now prior to me coming to Choice I was with another company and they serviced unit twice adding refrigerant and inspected unit and found nothing wrong other than the unit low on refrigerant. Now I go with choice and all of a sudden they come up with lack of maintenance. It's not good business. And after reading reviews and complaints found they were sued for this very thing. My next step will be consumer protection.

Review: Contacted Choice Home Warranty regarding and issue with our air conditioner. They referred us to in Town heating and air.This gentle man did not arrive until 7 pm the date he was to arrive at 12 pm The service man came out told us he would send information to CHW. We paid 225.00 for this persons services - no repair made yet - was told told to contact CHW and they would let us know what would be covered. Octavio at in town heating and air told us to be sure to complain because this warranty company likes to not cover anything unless you yell and complain. When we called we first spoke to Justin and was told nothing will be fixed, we asked to speak to manager and was disconnected. Called back spoke to Valorie and again went through same process, was told could not help me and placed me on hold where I again was disconnected. Called again and did get to speak to Dane a manager who explained they do not repair anything rusty or corroded- out outside air conditioner had discoloration on copper tubing that was considered corrosion. Asked to please cancel policy - was transferred and disconnected. Called again and Maurice answer and was extremely rude indicating managers are very busy, did not wait for my reply and placed me on hold. Eventually spoke with Russ who again states they do not cover rust or corrosion and would be happy to wave cancellation fee and refund our last months payment. Dane the first manager indicated he would refund all payments- we did not receive any services from CHW, we paid for the diagnostic testing with the service provider they chose when we could have used the company we traditionally use. We essentially paid for non coverage- our home was built in 1987 - most of the things needing coverage are 10 to 15 years old and some have rust- these are the things we needed coverage on not our new rust free appliance. Very disappointed and feel this company is a scam. looks good on paper but that is about is. We would like all our money back.Desired Settlement: We would like to receive all monies paid to this company for coverage- as it appears they work harder to deny claims than to cover them. Something the very person they sent out confirmed with us. We could have called our own guy to come out - estimate would not have cost anything - I am sure the leak test would also have been less expensive.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your AC unit, I have reviewed the claim and the calls that took place on 6/4/15 with Dane at 3:38:42. Dane explained to your husband that failure due to rust or corrosion is not something that CHW covers. Our supervisor Valerie also spoke with you on 6/4/15 at 4:19:46 and did document that Maurice was rude to you; I was able to hear all the calls that took place and I do apologize if you had felt that he was being rude. I have brought this to his managers attention and requested that he not transfer customers without approval.Per your husbands conversation with Dane, he did explain in our policy Section F. . LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.And that we were unfortunately not able to cover the claim. When your husband stated that he would like to cancel because he had to pay for the leak test (also non-covered by our policy Section D. COVERAGE 4. AIR CONDITIONING/COOLER EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.) your husband stated he would like to cancel and "get all his money back for the policy". Dane did not state that he would be able to provide you with a full refund, he stated "I understand, absolutely let me get you over to cancellations". This is where you had spoken to Russ and he did explain to you that again, our policy does not cover failures due to rust or corrosion and explained our to you the process of cancellation.Please see Section L. Cancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. With this being said, monthly customers would not be able to have a refund because they did not pay upfront for the policy and there would be nothing but $7.50 to refund you since your payment was $57.50. Per your conversation with Russ, he had waved the fee of $50.00 and he refunded you back the last payment that you had made to CHW as a goodwill gesture.I do apologize that the technician n Town Heating and Air advised you that if you were to complain you would have a covered repair. This is simply not a true statement because we cannot cover something that is an exclusion to our policy as RUST or CORROSION is. Also, please note that you had the right to chose a service provider of your own, you would have just had to ask and CHW would have sent you a reimbursement form that you would have to fill out and would have had to have the technician contact CHW before any repairs were made to get authorization. We again apologize that you paid the service provider that CHW chose to diagnosis your unit for the leak test but you did have the option to have your own technician if you wanted to. All that CHW requires is that the technician that you use is a certified technician and again no work completed would be paid unless approved by CHW but for the leak test as stated before, this would not have been a covered test that CHW would have paid for.Over all, I do apologize that your first claim ended this way and that you experienced this with our company. CHW does value our customers and we do abide by our policy. We do give our customers 30 days before coverage starts to ensure that all units are in proper working order and that you have fully read the policy. This 30 days is a great time to call our company with questions regarding the policy because this is the only time per the policy that if you have buyers remorse, you can receive a full refund without any fee's.Thank you for the feedback and for advising us of any wrongful communications from any of our staff and for advising us about what the technician stated to you. Mr. & Mrs. Tarchala, we do regret the frustration that this has caused you, please check your credit card because I do see that the credit was applied to your credit card as of 6/4/15. It might take up to 5-7 days to show up on your end, depends on the bank that you do use.We do wish you all the best with your home.Regards,CHW

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: Choice Home Warranty called me to sign me up for a home warranty package. I told them that we were closing on the property and I think we all ready had a plan. They said I could take it out and if I found that I had a plan I could cancel the contract in the morning. I called back about 15 minutes after our conversation to tell them we were all ready covered and found that the man I was talking to left for the evening but would be back in the morning. I went online and sent emails to the company and to the man I spoke with cancelling the contract. This was all done within an hour of our conversation. In the morning I received an email cancelling the contract but they are charging me $50.00 on my charge account. According to the contract the fee is charged if you cancel. My complaint is that this was not told to me when I was originally told I could cancel. If it had been told to me, I would not have signed up with them. I believe this is bad business!Desired Settlement: I would like to see this policy either changed or made clear to anyone interested in a contract "before they sign up". Also, I would like the $50.00 that has been charged to my account, credited.

Business

Response:

We do apologize that you were misinformed, you were not charged $50 to cancel the policy. I have reviewed your account and see that the full amount that you had placed went back as a refund to your credit card. If you have any further issues, please contact us.Thank you,CHW

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: 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 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: 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]

Choice Home Warranty has wording in their policies to get out of paying for any and all claims. I filed a claim to have my a/c repaired. The claim was denied due to the non covered part "Thermal Expansion Valve". There was a restriction in a refrigeration line that caused the valve to malfunction causing failure. In reading the policy, it states nothing about a "line restriction" not being covered. I am not surprised that they found a way to avoid paying. You know what they say...Read the fine print. I will never give this company another penny. BEWARE

Review: we have called in for a repair of our a/c unit, the company policy states we would have a contractor contact us within 24 hrs and it has not been 72 hours and we are now being told they do not have a contractor in our area and it will probably be another 2 to 3 days before they have one.Desired Settlement: have someone come today to have the a/c unit repaired.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way

to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously.

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User

Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .

Upon review of your account it appears that we have processed and approved the following claims:

4/26/2013, Claim # [redacted] Plumbing Stoppage, $40.00

We regret your frustration with the outcome in regard to claim # [redacted], for the non-functioning air conditioner. Due to the lack of available technicians in

your area we offered you the option to use a technician of your choosing and emailed a reimbursement form. While we were able to find a technician in the

area on 9/4/13, we understand your need to have had the issue resolved immediately

Review of your claim indicates you were able to secure service for your air conditioning system. Choice Home Warranty has also authorized reimbursement to

you in the amount of $1,200 toward the repair. Additionally, we have waived the Service Charge Fee on your next service call.

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

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

Sincerely,

Choice Home Warranty