Choice Home Warranty

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.

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.

Review: I purchased a home warranty and my Heater when out. Choice Home Warranty contacted a tech to look at the unit. He said the unit was broken and needed to be repaired/replaced. The tech said the unit was kept in good working order and there should be no issues with the claim. Choice Home Warranty denied the claim and said the unit showed signs of neglect and rust. This unit is 38 years old and has been maintained. The Tech took pictures that he sent in to Choice that shows discoloration(Due to heat and cold that a furnace goes through and is normal) but they still denied the claim. Major appliances such as a furnace is the reason people buy a home warranty as to have peace of mind in case in breaks. In this case, they denied it over false reasons. I tried to discuss this with them and they said they would return my payment IF I didn't pursue this with the Revdex.com or a lawyer. When I said that I was still going to file a Revdex.com claim, they then said they would cancel my policy and send me a pro-rated amount. I feel this is a pretty shady way to conduct a home warranty business. If a item costs more than the premium, they will deny the claim and then cancel your policy if you disagree with their policies.Desired Settlement: The unit repaired or replaced as what was promised to me when I purchased this home warranty. Since it is winter time in IL, I will have to contract and replace the unit quickly if I do not get this resolved as soon as possible. In that case, I would like to be re-imbursed for the money I spent.

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 it was not covered due to the failures being rust and corrosion. The technician stated that the heat exchanger cracked due to the rust. Per our policy Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust or corrosion.I also see that we did offer to provide you with a full refund of this policy regardless that it has been past the 30 days grace period. We do not see that your policy is cancelled however the full refund was offered to you as a goodwill gesture and since you stated that you do not want the refund, we have removed the offer for you.We look forward to assisting you with claims that are covered in the future.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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I was standing right next to the Technician when he was looking at the furnace and he told me it was in great shape for the age of the furnace and there was no rust, only discoloration. He also said there should be no issue getting the furnace replaced under warranty by Choice Home Warranty. After the claim was denied, I called the Technician and he said he didn't understand why it was not covered as he has seen others in a lot worse shape than mine that was covered. The pictures that were supplied to Choice Home Warranty do show discoloration, but no rust. What does Choice feel a 30 plus years old furnace should look like? I also had another furnace contractor come out and replace the furnace as it is winter in IL and I can not go with out heat. He also stated the furnace was in remarkable shape for its age, and failure of the furnace had nothing to do with maintainence, but rather the age of the materials. I am not sure who at Choice Home Warranty looked at the photos, but they mistook discoloration for rust in error. I do not accept this denial of coverage because of something your technician saw in a photo when I had two separate heating contractors tell me the furnace was not rusty and was a normal failure for the age of the furnace. If the first Technician sent you a email or something of that nature stating the furnace has rust, please disclose that as it is contrary to what he told me on the day of inspection as well as what he told me the second day when I spoke to him on the phone [redacted]

Business

Response:

[redacted],Per our policy, we do not cover the discoloration that is called corrosion. The failure was a cracked heat exchanger that takes time to get to the point that it will crack, you are supposed to come into the policy with all units in proper working order. The rust on the unit was there but majority of the issue from the diagnosis we were provided was the unit was dirty, rusted and corroded. We understand you did not want to accept a full refund of the policy, unfortunately there would be nothing more that we could do.Thank you,CHW

Review: I purchased my new house and moved in on June 9, 2014. Brought this policy to cover my appliances. Been living in my new house for about 7 weeks and the washing machine that came with the house broke down. Called Choice Home Warranty for repair. The operator (call himself a manager) told me that this washing machine is a pre-condition and will not repair. The washing machine was working fine for the last 7 weeks and all of the sudden it broke down. This is not a pre-condition as Choice Home Warranty stated. How does Choice Home Warranty know that this washing machine is a pre-condition. Choice Home Warranty will not honor the agreement to repair my washing machine. Choice Home Warranty need to honor their agreement and repair my washing machine.

I want to cancel this policy and give me my full refund.

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 have reviewed your policy that started on 07/18/14, your claim that was submitted on 08/05/14- per our policy all units must come into the policy in good working order. The unit that you have had a failure that could not have happened within the short time that you had your policy with us. 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. We do see that you have cancelled your policy with us and we are very sorry but since you have cancelled, we cannot offer any further assistance.Regards,CHW

Consumer

Response:

I am the new owner of this house. My closing date was 6/9/14. I was told on the closing day that I have this coverage but they failed to tell me the effective date. Never new that the effective date was 7/18/14. Per your statement, you stated that it was a pre existing condition. That's not true. I moved in on 6/9, it was working fine until recently. You don't live in this house, so how and what do you go by to make that judgment that it was a pre existing problem. We all know that any equipment can break at any time. Its our bad luck that we moved in and then this issue comes up. But we should not be punished for something that we have no control over. As long as we have coverage, it should be taken care off for us. That's what insurance(warranty) are for...its for my protection.So my reason for canceling is because I don't have protection with this warranty then I feel there's no need for it. I'm also very disappointed that I was charged $50 for cancellation fee and a month of service.

Business

Response:

We apologize for the frustration this claim has caused you. Per CHW policy, preexisting issues are not covered under the warranty. CHW policy states that all units must come into the policy in good working order.Our records indicate that per your request, your policy has been cancelled as of 08/12/14.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 have a home warranty from choice home warranty. I called to get my air conditioner fixed and the technicician called Choice Home warranty and stated that my system was properly maintained and they said I am not covered.I talked to two managers and I got the same answer.I have maintained my system very well....run as fast as you can to an honest company..Do notDesired Settlement: I am paying out of my pocket so I would like reimbursement

Business

Response:

It was a pleasure speaking with you, per our conversation, please send me directly the invoice for the new/used unit that you had purchased and I will bring it to my manager to see what we can do for your claim. I have already sent you my personal email but I will give it to you again. [redacted].

Review: per section L. Cancellation of the policy it states "You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by us." It does not state PER YEAR OF THE CONTRACT. The rep I talked to JOHN- operator [redacted] told me it was per year and I told him to show me where it says that and he said section L above. I think that is false advertising and request a refund of 100$Desired Settlement: refund of 100$

Business

Response:

I do apologize, this was incorrect and you are correct. The charge should have been $50 not $150 and we have refunded the extra $100 back to your credit card as of today. We have explained to the cancellations department that this is incorrect so it doesn't happen to anyone else.Thank you very much for showing us this mistake as we will go though all cancellations to ensure accuracy.Respectfully,CHW

Consumer

Response:

I am rejecting this response because: the 100$ credit has not been made to my credit card yet as of 7-9-15 @ 10:30 am.

Business

Response:

We do show that the credit of $100 was placed onto the credit card that you purchased the policy with in the name of [redacted] on 07/07/15 03:49:58 PM. It does take 7-10 business days to process, if it still has not been placed, please contact our cancellations department to advise you of the credit card number that it was placed onto.Thank you,CHW

Horrible Customer service. As a title processor, I deal with Home Warranty Companies regularly. The representative I spoke to, Gail, hung up on and transferred me to voicemail several times. When I called to complain the representative, Daniel, was just as rude. My experience was so horrible that I have removed them from our vendors list... I just called to order a home warranty on behalf of our client. I could not imagine attempting to report a claim.

Review: The company is refusing to repair an air conditioning unit that the contract states that the warranty covers. They are misapplying a broad general loop hole in the contract to avoid paying for repairDesired Settlement: For them to pay for this repair

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 Claim for your AC, it states that the technician diagnoses the unis as failing due to rust or corrosion. Per our policy, we do not cover anything that fails due to rust or corrosion, please see Section F. Limitations of Liability 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. 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure. 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We do apologize for any frustration that this claim has caused you, Unfortunately this claim would not be able to be covered.Respectfully,Tracy

Review: I placed a service call in October for a washing machine. I had to call back in November to tell them the repair technician never called me back or came back to repair my machine. I called back again in December and complained. I was told they would reimburse me for my service call and give me a total of $150 for the problem. I have been with them for years. I received the check for only $100.00. When I called them back because I would not pay them monthly until they resolved it they refused. When I spoke to someone to cancel my policy they basically told me to pay them the past due balance and then they would cancel it. He stated that if I didn't he threatened me to send it to a collection agency to get their money. My contract states that if the machine is not repairable then they are to replace it. I called them about the technician they never rectified it so I had to buy a new washer. This negates the reason to have a warranty and they are responsible for paying for my washer.Desired Settlement: I would like to have my washer paid for since they received money from me every month my account was with them. They were supposed to provide a service and failed and forced me to have to buy a new washer.

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 washing machine. Upon diagnosis, the service provider stated that your unit needed a new pump. CHW authorized the service provider to make repairs. Per CHW contract, CHW has the sole right to determine if a unit is repaired or replaced. CHW is also not liable for delay in getting parts. CHW authorized $100.0, the cost of repair, to be sent out to you as you decided to replace your unit.Please see below:F. LIMIATIONS OF LIABILTY7. We are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposal. We are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. Our records indicate that per your request your policy was canceled on 2/20/15. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

The claim was placed in October. I had to call you to get the service technician to contact me in which he only left me a message stating the part was on order. Another whole month passed by all of October, November and most of December passed and I had contacted choice home warranty and this was never resolved. You violated your contract by stating in it that you would provide quality service technicians. This was not a quality service technician since I was never contacted by this person only after I called CHW and still after that no response.I had to pay to have my laundry done. I had to buy a new washer because it was costing me more to go out and wash my clothes. I canceled my policy because you did not hold up to your bargain to pay me $150.00 even after I waited almost three months for a pump. When I spoke to a male in your cancellation department all I received was a threat to pay the policy or I will be taken to collections. This by the way is a violation of the Fair Credit Reporting act. I had been a client for a long time for CHW and paid my policy monthly of almost $40.00 To have you pay $500 for a washer after I have sent you thousands over the years is more than reasonable.

Business

Response:

We apologize for the frustration you encountered with this claim. Per CHW policy, CHW is not responsible for negligence caused by service providers. CHW also not responsible for a delay is parts. CHW authorized the claim for repair per CHW contract. However, CHW sent you a check in the amount of $100.00, the cost of repair, as you decided to replace your system.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: It has been 3 months & 3 contractors later & my dishwasher is still not repaired. There has been no phone follow up by CHW --I always have to initiate contact to them with very lengthy hold times on the phone each time. They supposedly will be authorizing repair now --we'll see--but I feel that I'm due some compensation for having paid them for a home warranty but not having full use of my dishwasher for the past 3 months. I would also like to warn other customers to stay away from this company until they get they get their act together.Desired Settlement: I'd like refund of 3 month's worth of my home warranty payment (pro-rata refund) + a letter of apology.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with the outcome in regards to claim #[redacted], for your dishwasher. CHW tries to assign the first available technician to provide the first available appointment. However, CHW does not control the technician’s scheduling as CHW does not know the availability for neither the service provider nor the customer. Our records indicate that this claim has been approved, CHW as authorized $392.80 to repair your unit. We apologize for any inconvenience this has caused you and have applied one free service fee to your account for future use.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: Thank you for giving consumers like us an opportunity to bring questionable business practices to your attention. I bought Choice Home Warranty (CHW) after seeing many of their ads mentioned that they are #1 in home warranty. I paid lump-sum amount of $1050 for three years coverage in April 2015. Recently our heating system failed and I followed their procedure to open the claim. The adjuster called to let me know after more than 11 days and after the technician had determined root cause (not related to maintenance or neglect) to let me know that CHW won't cover the 'pre-existing' issue and that our heating system was not working since December. To my surprise they completed are misstating the facts - our heating system went through maintenance and filter change in December 2014. The company representative was using aggressive tactics to convince me that heating system wasn't working during the winter. Anyone can tell that one couldn't have survived cold temperatures in 2015 without a functioning heating system for a single family home like ours. CHW offered to 'split' the cost when they should be covering the entire cost of repair. Then the representative shifted the focus to who turn on the heater in spring/summer. Last week of May (2015) and first week of June (2015) in NJ were unusually cool and our heating system came on that is how we discovered that it wasn't working - CHW representative was challenging this even though it is very easy to verify historic temperatures. Technician who was send by CHW confirmed that the issue is due to malfunctioning part or something that happens. To be CHW appears to be a 'bait and switch' business. I contacted Tracy M., a company representative, as suggested on Revdex.com (http://www.Revdex.com.org/new-jersey/business-reviews/home-warranty-plans/choic...⇄ page to bring this issue to her attention. I also found a complaint by NJ Division of Consumer Affairs which perfectly fits this situation.Desired Settlement: Choice Home Warranty should honor their commitment to repair. Further, they should stop their practices which are akin to bait and switch.

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 started on 5/24/15, I do see that you had placed a claim for your AC on 6/3/15, 10 days after the policy began. The technician stated to us that the unit had a bad board and that part should be replaced. CHW agreed to offer you half the cost of the repair due to the fact that the unit did not come into the policy in proper working order. It would take a lot longer than 10 days for the board to go bad. Offer to pay half the cost of the repair is a goodwill gesture that you had decided not to accept.I do apologize; this claim is non-covered due to the time frame of the policy and per our policy Section A. #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 are still willing to offer you half the cost or to pay the vendor the funds for half the cost of the repair as a goodwill gesture. Please call us and advise us if you are willing to accept this good faith gesture.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

Consumer

Response:

Dear CHW,While I appreciate your offer, I am rejecting your response as it is based on false premise. I understand various sections of contract you have pointed out and also the fact that the claim was raised 10 days after policy came into effect. I am completely aware that CHW is not a service provider and my query was not related to any 'service' issues. Here are a few things for CHW to consider:1. Our current residence is the only and primary residence for us and we have been living there since June 2012. Our heating system worked fine all these years including 2014-2015 winter season which in NJ extended all the way into April of this year. Our heating/electricity bill can easily show that.2. We have toddlers visiting our home on weekends and our thermostat is set to 75F throughout the year. Temperatures in South Orange, NJ and surrounding area dropped considerably end of May and our heating system came on. That is how we discovered the problem with heating system. I understand that it is hard to determine if the unit failed on that day or a few days before but one thing is for sure, it worked up until April of this year.3. When I spoke with CHW representative in relation to this claim, I got a feeling that CHW had already made a determination that it was a preexisting problem. The representative also identified himself as a manager at CHW (sorry, I couldn't catch his name). When I asked him how the determination was made, he mentioned that in my complaint I had written an error code. I am trained as an engineer, though not a practicing one and almost anyone with slight understanding of these systems can make a quick determination of the error code. These error codes are listed right on the heating unit. Then he shifted his attention to spring and why should a heating unit come on now. This can be easily settled by looking at historic temperatures in South Orange NJ (07079). Then he shifted his argument to maintenance and said the heating system hasn't been working since December(!) - heating unit was serviced by PSEG (a reputable name) in December and I change filters quarterly. At that point the rep didn't have anything else to say other than CHW's offer.4. The technician who came home told me that this is one of those things 'that can go bad anytime' and it is not related to maintenance or any other issues.5. I am sure you will agree that we buy any insurance (car, health etc) to deal with uncertainties. This is precisely why I bought CHW's 3 year coverage (not a monthly one) based on a colleague's recommendation. I am very disappointed at the service I have received so far especially the attempts to prove that it was somehow this is a pre-existing condition. Frankly, I don't know whether it is preexisting or not since it is not possible to determine when exactly the said part failed but it was working until winter ended and inside temperature was above 75F. CHW's determination of preexisting condition, at best, is based on incorrect assumptions. I would urge you to resolve this issue as it is promised in the contract.Thanks for looking into this.

Business

Response:

I do understand your argument about the weather as we are located in NJ as well, the point of the matter is that this unit did not come into the contract in good working condition. It is a known or unknown pre-existing condition that CHW does not cover. As a courtesy for you, a goodwill gesture we have offered to split the cost of repair for you. Please see in our policy Section F. LIMITATIONS OF LIABILITY 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.This is the reason that we have not offered to cover the entire claim but half. Our offer of paying half of the claim still stands if you would like to contact us back. We do apologize but this is the offer that we are giving to you as a goodwill gesture, we are not offering to cover the claim as it is not covered under our policy. Please note that CHW is not an insurance company, we state this in our policy as well.A. COVERAGE#3 NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Respectfully,CHW

Review: on 11/12/14 I requested heating service, my heater was not responding to my thermostat. There has been three different companies that Choice has sent out and my heating system isstill not fixed. When silver dollar came out, they indicated thermostat was shorting out, filter clean, blower wheel ok. And now that the blower motor has been determined to be out, has claimed by Metroplex climate control, Choice is refusing to cover problem claiming do to lack of maintenance, which was never noted by the previous two company's as stated above. Reconsideration of the claim is appreciated.Desired Settlement: Operating heat and air for my home.

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 blower motor and module have burned up. The technician stated that there was dirt inside the motor and all cover the blower wheel and that the failures are due to lack of maintenance. Unfortunately, CHW policy does not cover failures that are due to lack of maintenance. Please see sections below:F. LIMITATIONS OF LIABILITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: We went from Oct 7, 2014 to Dec 2014 without a refrigerator. Expert App Svc came to our home first, took a cursory look at the fridge, replaced a circuit board, began packing up to leave, and the fridge went off again. He then said the motor was bad and that he needed to order the part. That turned into a more than THREE WEEK process of me calling the technician, calling CHW, calling the technician, calling CHW, and then ending up FOUR WEEKS later having a SECOND service provider being assigned.

[redacted] Mechanical's technician came to our home and at least did a thorough diagnostic assessment and discovered the compressor was bad. He too would need to order the part, but said we'd have to pay a $175 freon disposal fee and that CHW would not cover it. I called CHW to ask them why and to point out how much the whole process had inconvenienced us and that the least they could do was pay the $175. I spoke to several 'supervisors' and none would approve the $175, but said they would send us $500 towards a new fridge. What?!? I pointed out that a new refrigerator with the features of our current (still unfixed after a month) would cost at least THREE TIMES that much. Again, speaking to several 'supervisors', they stayed firm (and lost our business in the process). After doing research about fridge repairs and talking with several knowledgeable friends in the business, we discovered that replacing the compressor would continue to cause problems and frustration. So we relented and took the 'settlement' from CHW since our fridge was deemed 'repairable' and they would not pay for a replacement (although it really wasn't, according to our research). In the meantime, we're out $1800 for a new refrigerator. Not to mention the cost of replacing the food we lost on the freezer side and fridge side of the broken one. I emailed this same info to the contact person listed and she called ONCE, left a msg, and we've played phone tag since then. Still no resolution.Desired Settlement: We received $500, but that doesn't come close to covering the cost of replacing the refrigerator and the food. We'd like an additional $1500.00 to cover those costs.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your refrigerator. Upon diagnosis the service provider stated that your unit needed a new compressor. CHW authorized repairs towards your unit. Total repair cost was $500 plus $175 for Freon recovery. Per CHW contract Freon recovery is not covered. CHW authorized the $500 to you towards this claim. The check was sent out to you on 12/13/14 check No. [redacted]Please see sections below:F. LIMITATIONS OF LIABILITY7. We are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposal. We are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: Dear.This is [redacted] A [redacted]. I had bought home warranty insurance from CHOICE HOME WARRANRY 04/06/2015 which coverage will start one month laterbefore the policy I had another insurance select home warranty which I cenceld before the choice home warranty start.so choice home warranty started 05/01/2015 I had my AC problem 05/07/2015 now they refused to fixed my AC.my question is as long as I have paid of policy whay CHOICE HOME WARRANTY they don't fixed that. Thank you so muchDesired Settlement: Dear.I Would like to asking whay or how come as long I paid there payment whay they don't fixed that.I am requsting onley fixed 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 . We see that your policy started on 5/3/14 and you called in a claim on 5/9/15 stating that your Air Conditioning System hadn't worked in over a week. This would make it so your unit stopped working before the policy start date, hence pre-existing to the policy. We do apologize, CHW does expect all units to enter the policy in good working condition. 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.Unfortunately, we are unable to cover this claim for you and in order for this unit to be covered under our policy, you would have to have it fixed and provide CHW a copy of the proof of repair. You can send the proof of repair to i[redacted] and reference your claim number.Thank you,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.

Regards,

Review: Heating System: When my vent started leaking home choice said it was not covered.

When my heating system did not start, they send a repair person after 3 days of cold weather. The system was not repaired, because the repair person said he needs to get some parts, then refused to return. When I called home choice, they said they will send someone within a week. I had to repair it on my own in order to avoid any freezing pipes. On 9/22/2015 while the plumber was performing tune up on the boiler he found a return pipe that was leaking, I called to get approval for the work, customer service told if you have a leak that means you have not maintained service on the system for a long time, and that the leak is not covered. When I spoke to supervisor, she said the pipe is leaking due to corrosion, which is not covered.Desired Settlement: I have purchased a contract that is supposed to give me a peace of mind on any thing that happens in m y home. $1050 paid in advance for 3.5 years of coverage. I would like my money returned, since the coverage provided does not cover anything as claimed on the web site, by the sales representative, and via emails. the add says they cover the roof. The sales representative told me I would have nothing to worry about. If I have leaks in pipes it is covered, all my appliances are covered. My boiler was fully covered.

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 you had placed a claim for your Heating System. The claim that was placed on 9/22/15 was not a covered claim due to the fact that there was a rotted out condensation line and per our policy, Section F. Limitations of Lability #1 states that we do not cover failures due to rust or corrosion.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because: I received my contract almost 20 days or more after talking to a sales representative who claimed that everything is covered. If a pipe is busted because it was old, or due to pressure. I was covered. any unforeseen things that happen to plumbing are covered. frozen pipes. This is how it was presented to me. Maybe you should send in your contracts before you sell it.

Business

Response:

Our sales reps contact our customers because our customers' go onto our website to get a quote, on our website our policy is listed under user agreements and can be seen by anyone, not just customers that are currently with us. Also, after reviewing your policy, I do see that you were emailed a copy of your policy right after you had purchased it. From the date of sale, you have 30 days to ensure that all units in your home are in proper working order. Please note sections F. 1 & 8 CHW does not cover failures due to rust or corrosion.You currently placed a claim for your heating system again and we did advise you that since your last claim was not covered, if this is the same issue this too will not be covered. You chose to use your own technician on this current claim. Please see our policy that states that any work done prior to authorization will not be covered.For your convenience, I have emailed you a second policy-please check your SPAM folder incase you do not see it right away or you can visit our website again and look under user agreement. You can also go to the customers account center, place your email and your policy number to view your personal policy, if you had purchased extra coverage for any units in your home.Thank you,CHW

Review: The Company does not deliver what it promises. I Live in the country and my home utilizes an aerobic septic system so I decided on choice home warranty since they advertised the items need to cover my system. My Policy took effect Four days ago but when the Alarm activated on the system twos ago I notified the claims department who dispatched a technician the next day after the technician completed his diagnostics and notified choice home warranty, I immediately received a call from choice stating they would not cover the warranty due to pre-existing conditions. I explained to the manager who I requested because the representative was not understanding the situation. that this action that this was unacceptable, first of all, the system is enclosed and I had no Idea of any existing issues until Monday morning prior to going to work. Since we live in the house all inspections on the system was conducted and documented. The Manager still said they would not cover my cost. I requested that they cover the septic tank pumping which I paid for coverage and was denied this action as well because of pre-existing conditions as they said. Inform them that I was irate and that I was not aware the system need to be pumped. The point is: This company falsely advertises their product. I was told when I purchased the plan that after the 30 Days grace period, my policy was in effect and now you don't cover current condition that happened after the policy went into effect. The policy said total and choice did not cover one thing. Need less to say that I will have to cover this cost but, it was a lesson learned. I found the experience with choice home warranty to be very frustrating during my time of need and will not recommend this to family or friends in the future. Thank you choice" What a waste of time and funds"Desired Settlement: If they will not honor the warranty then refund my two months of payment since the I was told by their CSR that no home inspection was needed.

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 we see that your policy started on 2/28/15 and you had placed 2 claims with us. One claim [redacted] for your plumbing stoppage on 2/26/15=before your policy startedSecond one claim [redacted] for your septic system the day your policy started 2/28/15We regret your frustration with the outcome in regards to both of these claims. Per our policy, Section A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components.We are very sorry that you chose to cancel your policy with us. Unfortunately, with the policy being closed; we would not be able to assist you with this claim.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. Best regards,CHW

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

They are bunch of scammers, I stared the contract with them in May 2014 and I renewed the contract in May 2015 suddenly my AC stopped cooling in August 2015 and was the compressor that needed to be replaced, they denied the case, meaning they don't want to repair it or pay anything.

Review: My dishwasher went out, Choice sent a repairman out, I get an email a couple days later from choice wanting me to call them, I called and they said my dishwasher was not worth fixing and the were going to send me a check for $180.00, to replace my dishwasher, I have a stainless steel dishwasher, so I asked the lady were am I going to find a dishwasher for 180.00. She said that's their cost, I said well you company stated that if they can't repair they would replace. So why don't your company go buy the dishwasher and send it to me for 180.00. She then say no we can't do that, but we can have your dishwasher fix and if it brake down again we want repair it. She then say we can send you the money for the parts to have it fixed which would be 213.00. I say what about the labor that you would have to pay for a repairman to come out and fix it. Why not give me the money for the parts and the labor so that I can buy a new dishwasher. She said no. And I said will you send someone out to install the new one, she also said no.Desired Settlement: I would like for them to replace my dishwasher or refund all my money that I paid for this warranty.

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 records indicate that this claim has been approved. Per your last conversation with CHW on 1/20/15, CHW authorized a check of $230.00 to be sent out to you in resolution of this claim.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. Regards, [redacted]

Review: I am the caregiver and POA for my brother [redacted]. He is a stroke patient, bed bound, must be lifted with Hoyer Lift, and doesn't speak well. We bought this warranty service in Aug 2013, to take effect Sept 2013. In Oct 2013 the washer stopped spinning out the clothes. I called the next day and a repairman came a couple of days later. The washer needs a new transmission. CHW originally denied the claim for " an unknown previous condition". The contract states as long as an appliance is working when the contract takes effect, they are covered, which it was. I fought with them and they finally they approved claim. A few days later I was told a transmission might be available by the end of the year, and I would have to wait till then for repairs or accept $300.. I can't even buy a used one for that amount. This is a stack unit and even used ones are expensive. I explained that I do laundry every day for my brother and can't leave him to go to laundromat. I am 70. my brother is 69, both of us on fixed incomes and can't afford laundromat prices. I feel they are not honoring their end of the contract. No where does it state I have to wait an indeterminent time for repairs. If they can't get parts in a timely manner then they should replace the unit.Desired Settlement: Repair or replacement of thes unit, as agreed to in the contract, in a timely manner, not a maybe repair months from now.

Business

Response:

Dear [redacted]One of our supervisors has left you a message on your voice mail. He has looked into the matter and the only resolution that we can come up with is exactly what he has stated. We can send you a check in the amount of the repair $514.00, or we can wait for the part to come in. I am very sorry but those are our only options. If we could do more, we honestly would.Best regards,CHW TEAM

Consumer

Response:

Review: [redacted]

I am rejecting this response because: There is nothing in my contract that says I must wait for months for repairs. It does state repairs will be made in a timely manner or the appliance will be replaced. I have no guarantee from the factory that the part will be available in Feb, their approximate date that they may be. If they do get them I will be approximately 1496 on the liat to get the transmission needed for my washer. This company bugged me for weeks with emails evceryday asking me to buy their service. After speaking with a salesman I switched from another company because I was assured I would never have this kind of an issue. They get paid every month, on time, while I sit here with no way to do laundry, except go to a laundromat, and also have to pay for a sitter for my handicapped brother, who vacan not be left alone.I believe they just don't want to replace my unit as it is a stack washer/dryer and they are quite expensive. I'm keeping my part of the contract and they are not.

Business

Response:

Dear [redacted]:

I completely understand your frustration and I am very sorry that we cannot get the part for your unit. We are offering you the cost of the part that is $514.00 and since it has taken so long for this part to come in, we will wave a payment fee for one month for you ($476.28).

I hope that this offer is acceptable, as it is the very best that we can do. We understand your situation, and the aggravation that you are going through. Please understand that if we had the part, we would fix it right away; since we cannot get the part in a reasonable time we are offering you the money for you to purchase it. Also, a free month of service because we do value you as a customer and do want to show you that we understand your circumstances.

Best regards,

CHW

Review: I have a full home warranty with this company. My air conditioner was not cooling properly so I requested they send a service contractor to diagnose and repair it. The contractor said the condenser was shot due to "old age" (25 years old). He suggested that the warranty company replace the unit. Choice Home warranty came back and said that they will do NOTHING because it was not maintained and grass was near by. THEIR contractor said he could see that it had been serviced and grass had nothing to do with the units failure. They are simply shirking their responsibilities. Why have the warranty if they won't live up to their promise. They didn't even listen to their own professional technician! I tell others to run from this company .Desired Settlement: Replace the AC unit as their technician recommended or at a minimum fix the old unit if it can be fixed. This is why I purchased the warranty.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim that you placed on 5/31/15 for your Air Conditioning unit, the technician explained to us that the condenser coil is surrounded by vegetation outside at the home. The coil seems to also have grass growing on the corners of the unit going threw it as well. The technician stated that the unit was very dirty and the filter was clogged. Having a clogged filter will make a restriction in the air flow and cause the unit to fail. The hot air coming in has no place to escape to and causes the unit to overheat therefore seizing the unit. This is considered to be a lack of proper maintenance; something that CHW does not cover per our policy.Please see Section F. LIMITATIONS OF LIABILITY : 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.CHW does not cover units that are not properly maintained by the manufactures specifications. This unit was not maintained properly as the filters being clogged is something that is done on a routine basis for maintenance. I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW. We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, Tracy CHW Consumer Advocate