Choice Home Warranty

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: 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: 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: 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: 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

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

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: 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: 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: 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: 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

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 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: 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 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: 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

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: 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

After charging full amount, Choice Home Warranty is sending e-mail asking “to read and understand your coverage.” However they didn't send the Policy before expiration of cancellation time. I was calling couples of time – never get it. They ask me to download an electronic copy marked with “*” and fine print: “This text is a sample only.” After the deadline expired they may send you a different policy which doesn’t cover what you paid for. Be aware.

I have a warranty on my home in [redacted] with Choice Home Warranty. In summary, do not get choice home warranty. They will find every means not to honor your claim; it is like speaking to a lawyer on the phone. You will have to read every line of your policy and ARGUE with their representative before anyone is sent out to your home to even inspect your appliances. You will find that there are others like me that have this experience, in fact there is a class action lawsuit against choice for their consumer practices. You will have to provide maintainence records for every appliance that needs work. Who has their washer, dryer, hvac regularly inspected and have these records on hand? If you did it would cost you so much, you might as well not have purchased the warranty! Additionally, their representatives are outright rude and in some cases incompetent. Read the details of what happened to me:
I insisted on this warranty when I purchased this home from the previous owner. As part of the home purchase, I had every appliance inspected and the hvac systems serviced and repaired as needed.
After owing the home for two months, while the policy was active, I began to have issues with my upstairs air conditioner unit. I contacted choice home warranty. I found their service to be very horrible. I will explain why. The phone wait times were very long – in some cases hours. I was able to remain on the phone with their representatives because I work from home and can leave my phone on. My upstairs air conditioning unit was in the heat mode, as it was winter, but was not consistently heating my home. After my long wait times, I was eventually given a claim number. A HVAC company came to my home to inspect and service the unit. The company spent hours at my home; I also paid a service fee directly to the HVAC company per my policy requirement. The HVAC technician spent most of his time on the phone with Choice; I was made aware that Choice was trying to alter his report findings in order to exclude my claim from coverage. The technican took pictures of the state of my hvac. The unit is in my attic. I requested a copy of the HVAC report from the company. The HVAC report stated that my compressor was not working and that there was corrosion as evident from the pictures. Choice Home Warranty contacted me later, stating that my unit was not covered because of the severe corrosion evident from the pictures. I spent the next few days trying to explain that any metal surface will have rust, and that pictures are not evidence of any failure. Choice intentionally excluded the findings about the bad compressor. Additionally, when I requested to know what was the findings, I was told that I could not be told what the HVAC report read. Unknowing to Choice, I already knew that the report stated that the HVAC compressor was bad. Choice would not honor my claim and fix the compressor, claiming that the rusting may be the cause of some failure. I asked if this “failure” was tested for by the HVAC company. I cotacted the HVAC company and was informed that a simple leak test, or pressure test would determine if there was a leak in my system, but that Choice would not let the HVAC company do this test because it would either exclude rusting as a cause for failure and Choice would have to pay for such a test. I obtained a leak check, at my personal cost, to determine if rusting was causing failure. I provided this leak test to Choice, but to my dismay, I was told that my unit could not be repaired under warranty unless I provided proof of maintainence. I provided the home inspection and service report on the unit, which was completed immediately before I purchased the house. Choice then told me that I needed more than one maintenance record and also that this proof of maintenance was repair not a maintenance record. No one at choice could tell me what the difference between maintenance and service. If you had your unit serviced ie filters cleaned, condensate lines cleaned, and found a loose connection and fixed the loose connection, apparently its repair NOT maintenance in Choices world!
After two months – from November to January – in the heart of winter, and many days on the phone with Choice, I finally convinced a representative to send someone out to reservice my hvac unit and determine the cause of failure. The HVAC company determined that the thermostat wiring was bad because my unit was older, it was telling the compressor fan to always run. After the thermostat was replace the unit worked fine. In the meanwhile, I have accumulated hundreds of dollars in the cost of the fan running through electric bills.
After a few months of high bills, I replaced the unit with a completely new unit at my own cost.