Choice Home Warranty

Review: On June 15, 2015 I contracted with Choice Home Warranty for a 6 year plan in the amount of $1875.00 which I paid in full. Robert [redacted] was my sales rep. My contract then becomes effective and begins on July 15, 2015. A claim was placed for my dryer, the contractor cleaned some lint and closed the claim while informing me that CHW tends not to want to pay their claims. A week later I called again about the dryer and placed another claim but because the repair was approx. $500.00 CHW initially refused the claim and said it was to soon for them to be paying out such a large amount considering that I just began my contract??? I had to call back with the contractor in my home being past from customer service to supervisor to another rep. in order for them to pay but only when I told them that I would cancel. Aaron [redacted] some high position personal in the company told me that I would never have a problem or be declined, not true! Even the contractor told me that CHW would say and do anything to avoid paying. On 8/28/15 I called and cancelled my contract. Aaron [redacted] said that they would only reimburse $1291.00 of the $1875. that I gave two months ago. A contract of 1 year is approx$500.00 and possibly less with all the promotions they offer. For 1 1/2 months of service they are charging me $584.00??? I dont trust Aaron or CHW and nor do I believe that they will reimburse me anything. They wouldnt even let me into the building to talk with them. They make up rules as they go. A co pay is required at the time of service and forwarded to the contractor,. however, should the same issue continue to occur no co pay is required within a 3 month period. Only 5 days later did I call complaining about the same issue and they wanted me to pay another co-pay. That is when I cancelled. Not to mention that contractor, Temprite, said that CHW is horrible paying out claims! I want my money back and I should not have to pay them $584.00 but a prorated rateDesired Settlement: At least most of my money back. If a 1 year plan is $500. and less why would they charge me $584.00 for 1 and half months. Therefore, my deposit would be depleted within another 4 months. I dont even believe that they will pay any thing. They had lied to me on so many occasions but to many characters to complete all the complaint. A prorated amount should be used as I was told ffrom the get go.

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 seems as though the claim you placed for AC showed that there were no mechanical failures to the unit. I do see that we advised you of this and you disagreed. I also see that as a goodwill gesture, CHW did not use our normal cancellation fee’s and we did not provide you a pro-rated amount that we should have per our policy Section L. Cancellations. You should have been charged for months used, an administrative fee of $50 as well as any authorized claims and in this case you had $584.73. Worth of claims. Please see Section belowL. 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.Instead of charging you the pro-rated amount, CHW offered to pay for back a full refund minus claims paid. I do see that your refund is $1290.27 that was placed onto your credit card on 8/28/15.We do not allow customers to come into our call center as we do not have an open door policy with the facility.We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as you should have upon purchasing it. It is always as said above available online for anyone to view. Regards,CHW.

Consumer

Response:

I am rejecting this response because:Yes, I did receive the $1290.00 as a reimbursement settlement. However, I spoke with Aaron [redacted] two days after my contract went into effect and the day after my first claim was put in. It was my full intention at that time to cancel out of my contract because of the misrepresentation on Robert [redacted] ( sales associate). At no time did Mr. [redacted] nor Mr. [redacted] state any cancellation fees would I incurr only that they would refund my $1875.00 by prorating. Not to mention that Mr. [redacted] said that they were the only company to reimburse with no hesitation. He made it sound that easy and professional, lol! We discussed cancellation throughly especially because of previous experiences that was what I wanted at that time. Regarding the AC repair or not, that was the final deceit regarding your company. When a reapir is called in I am aware that I must pay the initial co-pay of $45.00 and if the "same" issue occurs within a three month period the customers co-pay would then be waived. You guys adamantly demanded that I pay another $45.00 for the same problem a week later. Yes, I was waived 2 co-pays but that is all irrelevant. (It was offered as manipulation when I attempted to cancel by Mr. [redacted], therefore keeping me aboard. ) Never did I receive a hard copy of my contract and I did request that as well. Why should I pay more than an annual contract that of $450.00 for the same service that I would receive but instead you charged me $585.00, more than an annual contract. Not only did you deny claims from the start and make this process extremely stressful and frustrating but what would happen if I used up the $1875.00 that I was billed for a 6 yr contract in just 2 years??? Its clear to see that you would deny all claims for some ridiculous reason as you attempted to from the onset. My dryer claim that was initially denied because your customer rep. said, " that it was to much money to pay out considering that I only just began my contract approx three weeks prior." I don't recall reading that in your contract via email or telephone conversations with Mr. [redacted] or Mr. [redacted]. I don't even believe that I should have to pay $450.00 of an annual contract. The company CHW made my experience with them a horrible one. Their own contractors that they use told me how terrble they are when it comes to paying claims. My intention was not to arguing each time when placing a claim nor should I have to contact Mr. [redacted] for approval. I could simply call contractors myself for all my appliances but thought that by contracting with CHW the experience would be much less stressful when it clearly was not! At not point tdid they live up to THEIR mission statement!

Business

Response:

We are very sorry for your frustration with this issue, our website has our policy as well as when you were a customer you could have logged onto the portal in the customers account center to view your policy. CHW is one of many few companies that do post their policy online for anyone to view at anytime. I do see that you were emailed the policy as well as sent the hard copy; I do apologize if you did not receive it but our policy does state in 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. Your refund was correct, the claim that you had submitted was not a covered claim not due to price as you suggested but due to the failures and time frame that the policy was in effect.Regards,CHW

I was shopping for a Home Warranty. I filled out online form and called the number. The first salesman I talked to hung up on me (mid sentence) after he found out that I would need coverage in less than 30 days so I couldn't go with that company. I didn't get his name. I called back, spoke with another guy who transferred me to another salesperson. She was nice and got me to a manager, Sara Ramos, who took my number, told me that I could get coverage by my close date and promised that they would be held accountable. I thanked her but said I would be going with a different company.

Review: On 5/3/13 I entered into a new contract with Choice Home Warranty (CHW) for repair coverage of home appliances and systems. In July my central air stopped working. CHW sent [redacted], who added freon revealing to me (and CHW) there was a crack/leak that needed repair or the problem would return soon. On 8/25, AC stopped working again. [redacted] returned and after inspection was told by CHW to deny service. After 2 hours I called I called CHW and was told: "a leak in your condenser coil didn't happened overnight. this has been coming for a long time, therefore we do not cover pre-existing conditions." My A/C had been working fine for months of this year after since another company's repair on 8/16/12 (replaced thermister and capacitor). No more A/C problems for one year until 8/13 when [redacted] was called. I am a 66-y/o vet with emphysema and COPD on oxygen 24/7. With temps nearing 100 and high humidity I am suffering. I need this fix and on SSI, replied on CHW for protection.Desired Settlement: Repair of A/C unit.

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 account it appears that we have processed and approved the following claims:

7/16/2013, Claim # [redacted], Air Conditioning, $118.50

We regret your frustration with the outcome in regard to claim # [redacted] for the non-functioning air conditioning unit. However, upon review this

is a non-covered item as described in Section F. 1. of the Terms of Agreement

F. 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 information was communicated to you on 8/29/2013, at which time we offered to waive the Service Charge Fee on your next service

call. We will continue to honor this discount and remain dedicated to delivering on your satisfaction.

Upon further review of the the details surrounding this issue, our claim decision stands. Choice Home Warranty authorized a courtesy recharge of the freon in the air

conditioning unit in July 2013, due to it being several pounds under the manufacturer’s specification. Within several weeks, the

freon level had dropped again, indicating a leak within the system, which was determined to be in the condenser coil. Our in-house technicians determined

that the condenser coil could not have entered the service agreement in good standing due to the low level of freon in the

unit upon initial seasonal usage and the subsequent expulsion of freon soon after the recharge.

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

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

Sincerely,

Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

After checking with an A/C professional previously in my home, I was assured that there is no way anyone can assuredly say a coil leak is from a previous condition and NOT a new occurrence. Also, I have seen an ever growing number of similar complaints against CHW, indicating this is their m.o.,"take your money and run".

Regards,

Business

Response:

Dear [redacted],

While we understand your disappointment with respect to the outcome of your claim, the circumstances surrounding the component failure

indicate that the root cause of the issue did not occur within the effective policy dates, effectively making it a pre-existing condition.

We certainly empathize with your situation; however, based on the information submitted to Choice Home Warranty the claim decision stands,

as we have acted in accordance with the Service Agreement parameters, as highlighted in previous correspondence.

Sincerely,

Choice Home Warranty

I recently purchased a Choice Home Warranty switching from American Home Shield because of price. What a mistake, these people won't approve any major repair and I cancelled the warranty today. Even though the warranty didn't begin until April 4, they prorated the refund based on the purchase date in early March. These people have 100 reasons to not authorize repairs. My technician says they lied about his comments for the repair request. DO NOT BUY THEIR WARRANTY! This is a scam.

Review: CHW has refused to provide coverage for A/C compressor for the reason that the unit is 11 years old and they claim that the life expectancy is 18 years, therefore, it is a premature failure. CHW is using every reason not to honor the coverage, none of which can be substantiated.Desired Settlement: I want the compressor 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, I do see that you had placed a claim for your Air Conditioning unit. We did receive a diagnosis back from the technician and it was said that your unit had a premature catastrophic failure of the compressor. Please understand that this can happen one of four ways,1) Power Surge/Lighting Strike 2) Manufactures Defect 3) Acid Burnout (Due to improper previous repair or improper installation)4) Lack of Proper Routine MaintenanceAll of which are unfortunately not covered by CHW. Please see our policy Section F. LIMITATIONS OF LIABILITY8. 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.11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.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 has caused you. We do see that you were advised that you could have had a second opinion come to your home and if the technician that you hired had information that was different than ours, we would place back into review. We have not received any other diagnosis other than this one from the technician that CHW sent, therefore we do have to reply on them to determine that this is a non-covered claim.Thank you for your feedbackas it is always helpful for us, it allows us to improve our customer service.Bestregards,CHW

Review: Every single claim is denied by this business. I purchased an extra policy add-on for roof leak and when I did experience a roof leak the company did not honor it. I was told they do not cover my type of roof; however, they never asked me what type of roof I had during the sales process. I made additional claims and every single one was denied for a variety of reasons that seemed highly inconsistent, illogical, and downright negligent. This is the worst company I have ever dealt with. Every single interaction with them was a complete disappointment. I have a firm belief that this business is an elaborate scam.Desired Settlement: I would expect 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 [redacted] . We regret your frustration with the outcome in regard to claim #[redacted], for your roof leak. Upon diagnosis, the service provider stated that you property has a flat roof. Unfortunately, CHW policy does not cover flat roofs. Please see section:6. LIMITED ROOF LEAK (Single Family Homes Only)EXCLUDED: Porches - Patios – Cracked and/or missing material - Foam roofs - Tar and gravel or metal roof - Cemwood shakes - Masonite shingles - Flat or built-up roof - Structural leaks adjacent to or caused by appendages of any kind – Downspouts Flashing – Gutters – Skylights – Decks - Patio covers - Solar equipment - Roof jacks – Antennae - Satellite components – Chimneys – Partial roof replacement - Preventative maintenance.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:

Review:[redacted]

I am rejecting this response because:

If your policy rejects coverage of a flat roof, then why did your sales person aggressively sell me a "limited roof leak" policy and not even ask me whether I had a flat roof or not? If you sell me something, you should be obligated to make sure that any requirement (i.e. not having a flat roof) be met before you take my money. This sales tactic is irresponsible and dishonest at best.

Regards,

Business

Response:

We apologize for the frustration caused by this claim. Per our conversation, we will be reimbursing you for the roof coverage portion of your policy. Thank you for allowing us to help you and we hope this resolution is satisfactory. Kindly close out this complaint as resolved.If you have any questions please free to contact us at ###-###-####.Best regards,CHW

Review: Aug 20, 2013 Refrigerator is warm, call CHW. CHW will send a technician to investigate.

Aug 22 CHW claims they have no technicians in our area and we should get our own technician

Aug 23 Mr. [redacted], our technician, comes to house and determines we need 1 HEATER BRKT(S) and 1 thermostat.

Aug 30 Mr. [redacted] installs parts

Sep 6 Same problem. Again frost in freezer preventing cold air from cooling fridge. Call CHW who says they will send a technician. Once again, it will be a week before a CHW technician can come out so we’re advised to use our own technician

Sep 9 Mr. [redacted] comes and says the problem is the main board, main board-wr[redacted]. I call CHW and discuss with one of your technicians who authorizes the parts and labor for ~ $270. I am reimbursed $228 to cover cost of the board and labor.

Sep 30 Mr. [redacted] puts in main board. Doesn’t run the compressor. Thinks it may be a defective board.

Oct 14 I called CHW and explained that we still didn’t have a working fridge. I was given a new claim number and told that the technician I had found was responsible to fix the fridge.

Oct 16 Mr. [redacted] puts in new main board. Still doesn’t run compressor. Call CHW and explain to tech. He offers me $300 to buy a new refrigerator. I refuse so he says he will send out a tech to evaluate whether it can be fixed.

Oct 18 I call CHW to see where the tech is and am told that you will send one ASAP.

Oct 21 I call CHW and AGAIN ask when your tech is coming out. You offer me $250 to pay for the repair which I accept.

Nov 21, 2013 -- I email CHW and ask where my $250 to cover cost of repairs -- no response.

Dec 21, 2013 -- I again email and state that if I don't hear anything by end of 2013, I will file a complaint.Desired Settlement: I would like the $250 that was promised to me on Oct 21, 2013.

Business

Response:

Dear Mr. [redacted],

Upon review of your claim, I do see that CHW has sent you a check in the amount of $228.00, you cashed the check and it did in fact clear. This information was also given to you via email on 12/28/13 from CHW. There are no other checks that are owed to you for your policy.

Best regards,

CHW Quality Control Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As I explained in the context of my letter, that payment was for the parts and service that I paid to the technician who came to the house. It did not fix the refrigerator. When I explained that to the Choice Customer Service person, they said that they would provide only the amount that they felt necessary to fix the refrigerator -- $228. I bought a new refrigerator based on the fact that the technician could not fix it. I was told by Choice on 10/21 that I would receive an additional $228.

Regards,

Business

Response:

Mr. [redacted],

I do see that there are two checks that were supposed to be released for you. I am looking into the second one for you. Thank you for bringing this to my attention.

Best regards,

CHW Quality Control Manager

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,

Choice Home Warranty is the worst warranty business. I was lied to over the phone about Water Heaters coverage. They would not cover mine because it does not have mechanical parts in the main tank (even though it does(roto swirl)). They were very rude and argumentative. If you want to throw your money away then go with Choice Warranty.

Review: took out a warranty with choice warranty in 9.28.15 they billed me one month of 69.17 on 10.28.15 they billed me twice (deducted out of my bank account two payments)$ 69.17

and $69.17. I told them that they could just credit me for my next payment in November. In November we had an issue with a water heater, their rep they sent (not a license plumber) he said he was a roofer that no one wants to work for this company because they don't pay claims said we needed a new gas valve. He could not locate one, he called them and they said that they would not pay for a replacement only the gas valve. They called me and said I would get a check for 109 (and I paid the roofer a $45.00 check # [redacted] to [redacted]) when I asked what I was supposed to do their person on the phone said nothing they could do take the check and fix it myself. I explained that is not what I was told when I signed up with their person. I was told if they couldn't get a part it would be replaced. I understand there is small print, but I was verbally told. I told her I was upset she said I could cancel. I said will I still get the check she said YES. She sent me to the cancellation group and they stated I would get the check and I would not be billed and I would be paid back my October over payment and the $19 prorated amount for the $119 for the part that broke during coverage of my policy. On the 28th another payment was taken from my account after I cancelled on the 24th. As of today I have only received the prorated refund. I called and was told that I will not get the prorated, I will get another $50 to $69.17 for overpayment. They will not honor their agreement to pay me the prorated or the $119 for the defective unit. I called and was told oh well, they don't care I am not their customer. Please help.Desired Settlement: 276.34

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 and policy, I do see that this was taken care of and that the amount was processed back to you for $50.00. Since the policy was cancelled and our normal process is if a customer cancels the amount paid to or for the customer is paid back to CHW, we would not send the check to you. Please read Section L. Cancellations: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.We urge all customers to take the 30 day grace period to review their policy and contact us with any questions that they might have. This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section A. Coverage #3.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Review: Dear Sir/Madam

I would like to make a complaint against Choice Home Warranty. I do not know where to turn or who to call to look into this matter this is why I am requesting and asking Revdex.com to please help with this. I signed with Choice Home Warranty on April 15, 2013, my policy number is [redacted]. May 23, I had a problem with my A/C and they sent a technician from [redacted], LLC and I paid $45 as was requested whenever a technician makes a service call. Every month I pay $36.50. The technician submitted a work order to Choice Home Warranty that my A/C motor was bad. Choice Home Warranty declined to fix my A/C. I had to get [redacted] LLc who worked on my A/C and I paid close to $600 out of pocket. I still continue to make my monthly payment. In October 2014 my A/C was not cooling, I called Choice Home Warranty and I made my $45 service call payment. The technician stated that a small breaker was the cause and it was working up to a month. The A/C was working but making a very loud noise every time it turned on. Finally, toward the end of March it stopped working. I called Choice Home Warranty and another technician was sent again. I was requested to make another $45 before he could check to see what the problem was. The technician informed me that the condenser is bad and he was going to place a work order. The next day which was 3/26/14 Choice Home Warranty called me saying they were not going to fix my A/C. I kept my own sole of the agreement by making a payment each month for the past two years, but when it came time for Choice Home Warranty to keep theirs, they failed to fix my A/C. They are selling deceptive information that when Home Owner signs up with their A/C heater and all home appliances (when it goes bad) will be fixed. They do not want to fix my A/C because they want to make all the profit on home owners as they could. They are very deceptive. Please help.

Thank you for your cooperation in this matter.Desired Settlement: I would like for Choice Home Warranty to uphold their end of the agreement and fix my A/C. Please look into this matter. Please help out of fairness. ,

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 the outcome of your Air Conditioner claim that you placed with us on 3/23/15. We see that your policy started on 05/15/13. Our service provider stated that your unit had shorted to the ground and the compressor was completely out of Freon. This situation could not have happened with in the short time that you had your policy with CHW. It does take a long time for this to happen and although it did happen when you had your policy, your policy states that all units must come into the contact in good working order. Please see Section A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract.Also, premature catastrophic failure of the compressor under 18 years old, can only be caused by one of the following causes, all listed under F. Limitations of Liability 1) Power Surge/Lighting Strike 2) Manufactures Defect 3) Acid Burnout (Due to improper previous repair or improper installation)4) Lack of Proper Routine Maintenance#8 CHW is 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: CHW is not liable for normal or routine maintenance. CHW 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 changes. Section D: COVERAGE 4. AIR CONDITIONING/COOLER NOTE: 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 CHW is 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. CHW is not responsible for the costs associated with matching dimensions, brand or color made. CHW will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipmentThe 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.Sincerely yours,CHW

Consumer

Response:

I am rejecting this response because: The information given by choice home warranty was inaccurate. My air condition was well monitored as well as well taken care of. I signed up with choice warranty in April 15,2013. In May 23,2013 is when my motor to my air-conditioner went out, they also refused to fix it. I had to get [redacted] LLC to fix it. When I had this problem in March 23,2015, the technician from Fresh wind AC came and checked it, I asked him if I had enough Freon, he stated that I indeed there was enough. He stated that my condenser was bad, and when I asked what could be the cause, he stated he honestly does not know what might have caused this to happened. Choice home warranty are just living up to their commitments as they said they would in the warranty and are trying to find anyway out of fixing my air conditioning regardless of the fact that their the one's who claimed that is was fixed but indeed it was simply not. They gave false information by selling inaccurate information to customers. The information they gave about ground surge causing my condenser to stop functioning is not in my contract manual. As well as the false statement that my Freon was low. All their business information are gimmicks. From what their actions prove, they are looking for ways to avoid keeping their part of the contract, they have shown that all they are after is making money and not taking care of the costumer as they claim they do. I want the Revdex.com to post this so that people will take note of their business practices and avoid using choice home warranty. Regards,

Business

Response:

CHW's policy states that all units coming into the contract must be in good working condition therefore, a few weeks after your policy started it would be impossible for the unit to have shorted out, for the compressor to have stopped working. If you had your unit in proper working order the start date of the policy, this could not have happened just a few days later.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 apologize for any frustration that this has caused.Respectfully,CHW

Review: The 30 year old air conditioning unit in our home failed and Home Choice Warranty denied the claim to replace the unit because the unit was "dirty" and "not properly maintained". However, the average life expectancy of a unit is 10 -15 years and the only reason this unit lasted 30 years is because it was expertly maintained. We have contacted the company multiple times to appeal the denial and reach a resolution. Each time the representative says they will investigate and contact us. However, no one ever responds. The last contact was on June 12, 2015 and that contact was initiated by myself.Desired Settlement: We have paid out of pocket to have unit replaced and request Home Choice Warranty reimburse us the $11000 replacement cost.

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 covered the following claims: Claim# [redacted] on 05/23/15 for your Air Conditioning System in the amount of $232.79 Claim # [redacted] on 05/19/15 for your Water Heater in the amount of $105.00 Claim # [redacted] on 12/18/14 for your Refrigerator in the amount of $249.39 I do see that on 06/11/15 you placed a second claim for your Air Conditioning system and you asked to use your own technician, CHW agreed and advised you that we would not approve any repairs without your technician calling and receiving prior authorization from CHW. On 6/11/15, we did receive a call from the technician and he advised us that the unit had a dirty condenser, dirty condenser coils and soot in the furnace; lastly he advised that the ductwork was collapsed in the attic. We also received photos showing this to be true. Per our policy, CHW requires all units to be maintained per the manufactures specifications. We did request maintenance records and you sent us an inspection report. An inspection report does not show that the unit is maintained or being maintained, it shows that the unit at purchase was working properly, cooling or heating. It doesn’t show that the technician used the necessary means to clean the unit or maintain. We also informed you that per our policy Section F. 1 we do not cover ductwork. Please see 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. 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 with this claim and urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Best regards, CHW

Consumer

Response:

I am rejecting this response because:A system doesn't operate properly for thirty+ years without proper maintenance. A thirty-year-old system doesn't look shiny and new. There will be wear and tear and dirt involved. Once the fan was replaced as mentioned in the response, the system never worked properly again. We did ask to use our own technician because the technicians sent for previous repairs were out of town technicians driving at least an hour to arrive. We wanted a LOCAL, well established company that could ensure the proper maintenance and parts quickly. Everyone knows it is just a matter of time before a system this old will need to be replaced - it will NOT last forever regardless of how well it was maintained. We live in East Texas and summers are brutal with over 100 degree days. It is absolutely ludicrous for the warranty to not cover at least a partial replacement cost for a unit of this age. The company never even offered a partial settlement. You can't have it both ways - if a system is maintained it may last triple the life expectancy as ours did. If it is not well maintained (as the company is suggesting) it can NOT last thirty years. It is only one or the other, not both. The fact that the unit did last 30 years is PROOF that it was well maintained. The pictures sent by the company were simply validating that this unit had performed its service well and needed to be completely replaced.In in reading online reviews, it appears this company has a significant aversion for paying for heating/air replacements. Countless stories are available stating the unit was not maintained. This certainly appears to be the standard response for the company. There are also numerous providers with cases against the company because they have not been paid for services rendered, which could possibly be the reason the local established providers in our town will not agree to work with the company.

Business

Response:

We do apologize that you are frustrated with this claim and upset as well. I do see that CHW has assisted you with all of the other claims that you have placed, there is a total of $587.18 Authorized Claims. Stating that CHW does not pay out on claims is not a factual response.This claim was unfortunately not covered due to the exclusions in the policy, the unit had shown a dirty condenser coils and soot in the furnace. Also, as stated in the previous reply, collapsed ductwork in the attic is not covered under our policy. Section F. Limitations of Liability # 1CHW is in full compliance with our terms of our policy.Thank you,CHW

I had an air-condition problem, the compressor mounds needed to be replaced. They rejected my claim although I have the full coverage plan (Total plan). They said the reason of rejection is because those mounds don't go bad in few weeks, but few months!!!

I had my coverage for 3 years continuously! how come it is not covered?

I argued with them until they agreed to fix it... but it was very frustrating.

Review: We notice that our freezer/refrigerator was not cold/frozen on February 3. I called Choice Home Warranty the same day and filed a claim. they assigned Claim #[redacted] and gave me repair company, [redacted] phone # and suggested I call him which I did that same night. On Wed, Feb 4 Jermaine with [redacted] looked at our refrigerator/freezer and told me that the compressor had failed and it was not repairable. He said he would contact Choice Home Warranty with the results of the issue. I called CHW on Friday, Feb 6, to get status of our claim. The rep said they had not received the report from the repairman and they would contact him that same day. We rec'd an email on Monday, Feb 9 to call CHW about our claim. CHW advised me on the phone that the refrigerator was "not" covered because it was a secondary failure--the relay caused the compressor to fail and that was not covered under the warranty. I told the rep that it didn't make sense. He said that it was based on the report. I checked our User Agreement and there is no mention of a secondary failure not being covered. We believe that CHW denial of our claim is unwarranted and is noted stated in the Warranty User Agreement and request to be reimbursed to purchase another refrigerator freezer which we had to do. Our cost was$2,199.99. Here's the language from CHW User Agreement: 3. KITCHEN REFRIGERATOR NOTE: Must be located in the kitchen. INCLUDED: All components and parts, including integral freezer unit, except: EXCLUDED: Racks - ShelvRacks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.Desired Settlement: We want to be reimbursed for the purchase of a new refrigerator/freezer.

I did contact HCW prior to submitting this claim. The second rep I spoke with [redacted] advised that we can pay to have our own repairman at our own expense diagnose the problem and re-submit a claim to HCW. This was not told to me on 2/9 when we were first told about the claim being denied. At this point being without a refrigerator for over a week we had to purchase one in the mean time.

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 the relay on the unit failed. The unit continued to run with a bad relay causing the compressor to fail. Unfortunately, CHW policy does not cover failures that are secondary damage. Please see below:F. LIMIATIONS OF LIABILTY19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.The relay repair is covered under CHW policy, and so CHW gave you the option of repair of the relay or reimbursement of the part and labor associated with the repair in the amount of $110.00. You declined both offers.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:

(1) A refrigerator compressor and relay switch are sold as one unit on a refrigerator—they are not separate components (refer to my Kenmore EliteRefrigerator Model #59[redacted] Refrigerant Compressor #[redacted] at http://www.searspartsdirect.com/Kenmore-elite-Refrigerator-Parts/[redacted]/0046...⇄ I spoke Kenmore parts department (CSR: Henry) and the relay switch is included when you order a compressor. (2) We were misled by Choice Home Warranty (CHW) as the User Agreement Coverage statement is not forthright. Reference to secondaryfailure is loop hole for CHW to reject claims and since the compressor and relay are sold one unit this exclusion does not apply. User agreement spells out what is included and excluded in the section of their agreement after each appliance and “relay” is not mentioned there as an exclusion. In addition, CHW never mentioned (still today they have not stated) that the refrigerator is repairable or there were other options to replacing the refrigerator. It was only after voicing disappointment with the home warranty coverage and mention of Revdex.com that the other options including paying for the relay switch part was offered. (3) The CHW service provider ([redacted]) who came to service the refrigerator on 2/4/15, told me that the relay and the compressor failed and the refrigeratorhad to be replaced. He said he would call it into Choice Home Warranty. We received a reply from CHW on Monday, 2/9 to call about our claim. When I called, I was told that our claim was denied due to a secondary failure. No mention about options to repair the refrig & CHW was going to cover any part of the claim at that initial call. In the meantime, we had no option but to replace our refrigerator with a new unit ($2,100). It wasn’t until several phone calls later on Wed & Thurs, 2/11-12 that any mention that CHW would only cover the relay and that we would be responsible for the compressor was mentioned. Upon further investigation we learned from a service provider that he would not recommend replacing the compressor since there is no guarantee that it will work for any extended period of time. His quote came in at $1,000 parts & labor. Our expectation is the CWH should cover the repair cost quoted of $1,000.00.

Regards,

Business

Response:

I do apologize that the service provider that our company sent to you gave you misleading information. As you mentioned he told you that the unit “had to be replaced”. Our service providers do not have the authority to advise a customer of this. Our process as explained to you upon your conversations with our staff, once a provider has been to your home they have to call in their diagnosis. Once they speak to our in-house technicians we then make the determination if the unit can be fixed, if it is worth the repair, if it should be replaced or if something else caused this issue to happen; meaning the secondary damage. The technician’s diagnosis to us was that “your compressor failed due to the relay burning out. This allowed the compressor to constantly run and causing the unit to fail.”Our policy clearly states that is a unit fails due to another component that is secondary damage that we do not cover. Please see section F. LIMITATIONS OF LIABILITY # 19 , as stated in our prior response “… You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages…”. CHW tries to make every customer happy; once you voiced your extreme disappointment try our best to assist you. Since we do not cover the secondary damage, we were willing to offer you the money for the part of the relay including labor. We also offered if you chose to have the unit fixed, we would cover that cost of the relay along with the labor fee. Again, we would not be able to assist with the compressor due to the secondary damage.You stated that you had no choice but to replace your unit with a brand new unit after a few days. Per our policy, if a customer disagrees with the outcome of the claim they can dispute the claim for a more favorable resolution. Please see Section G. Mediation In the event of a dispute over claims or coverage You agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claim. The parties agree to mediate in good faith before resorting to mandatory arbitration in the State of New Jersey.Despite the fact that we did not receive a written letter from you, we were still trying to assist you with a resolution.Once again, we do apologize for the frustration this has caused you.Regards,CHW

Review: I had a home warranty with Choice. They said that they covered all appliances in the home. I had a problem with my stove in that it smokes and emits an electric smell when I use it. The service contractor said that he thought the problem was under the burners but he couldn't get the screws out to look. He had another theory about what it could be but couldn't confirm anything because he couldn't effectively evaluate the problem. Choice Home Warranty told me that they didn't cover the problem because it isn't "mechanical". Problem is, no-one definitively diagnosed the problem and so there is no way that they can make an exclusion. They told me if I wanted to dispute the claim I had to pay for a second opinion myself. To date, I've paid $40/month for the coverage and the $45 co-pay for the service technician who couldn't diagnose the problem. They refuse to refund the money or cover the stove under the warranty.Desired Settlement: I would like them to fix the stove or replace it, as they guaranteed when they sold me the line of insurance. Then I would like them to terminate my plan.

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 we see that you had placed a claim for your AC unit once on 11/06/14 claim number [redacted] and again on 3/2/2015 for claim number [redacted]We regret your frustration with the outcome in regards to the second claim #[redacted] for your stove. We did send out one of our preferred technicians [redacted] to diagnosis the unit. Upon his diagnosis we were told that there was no mechanical failure. Per our policy, we only cover mechanical failures. Being we had no reason to believe anything different, we offered you to have a technician of your own to diagnosis the issue. If your technician had a different diagnosis, we would have placed it into review. We would not have known any other diagnosis unless this was done. Again, we had no reason to believe anything differently than what was reported to us so we had no reason to send out a different technician. Per our policyF. LIMITATIONS OF LIABILITY14. We reserve the right to obtain a second opinion at Our expense. Again, we did not see any reason to question the diagnosis therefore we offered for you to gather your own from a licensed technician. 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:

I am rejecting this response because:1. "Upon review of your policy we see that you had placed a claim for your AC unit once on 11/06/14 claim number [redacted] and again on 3/2/2015 for claim number [redacted]"I never made a claim for my AC unit and I didn't have the policy activated until January 14, 2015. So I don't think that they have their records straight.2. "We did send out one of our preferred technicians [redacted] to diagnosis the unit. Upon his diagnosis we were told that there was no mechanical failure."The technician that they sent out told me that he thought the problem was below the burners as that is where the smoke is coming from. He said that he couldn't check there because he was afraid to take the screws out and thought that they may break. He didn't not finish his diagnosis because he was afraid to disassemble the stove. He did not finish his diagnosis, but abandoned it and then the company decided to adopt the stance that it was not a "mechanical failure". The never told me what the problem was and so how can they say what it isn't?3. I paid $45 co-pay to have the technician come and he did not finish the job. 4. "We reserve the right to obtain a second opinion at Our expense."Choice Home Warranty told me my only recourse was to pay another technician myself and then take the information to them. This defeats the whole purpose of the insurance if I have to pay for another technician each time I have a problem.The bottom line is this is a stove and it's smoking. The problem has not been diagnosed by was abandonned. It does not state in their policy that they would rule things out but that they would send out a technician to DIAGNOSE the problem. They did not do that. Therefore they are in breach of our contract.The burdon of proof is still on them. They can't say that this is not mechanical unless they can say what it is.They should refund my policy payments and the co-pay or fix my stove.

Business

Response:

I do apologize, I did document the incorrect policy. I have looked into the correct policy and do see that you have cancelled with us after you were advised your claim could not be covered. I do apologize, our company does only fix mechanical failures and a smell is not a mechanical failure. The tech did state to us that he found nothing wrong with your unit. Although you have cancelled your policy with us, we are willing to offer you back a full refund. Our technician did give us a diagnoses but you stated that he did not and since you stated this, we are willing to refund you for the $45 service call fee as well. Please email me directly and I will send out the correct paperwork for your refund. My email is [redacted]

Review: Dear Revdex.com, in March of 2015 I've started a claim for my refrigerator with CHOICE HOME WARRANTY (CHW). I have a Samsung model RM255LASH fridge with the left bottom freezer not cooling. It's a four door fridge. It took 2 different technicians from CHW 3 months to diagnose and order the part for replacement. This was in June of 2015. A week later the problem returned plus the right front refrigerator not cooling. So now I have 2 sections that aren't working. I called CHW again, but their technicians never came back to fix the problem. It was dragging until August when Aaron [redacted], Director of Sales and Retention from CHW offered me a new fridge for my troubles. He offered a fridge that's not compatible with my Samsung four door. So I told him what I want and requested that he bought me that one and I'll pay for the difference. He told me to go ahead and buy it then send him the receipt for reimbursement. I did just that, and emailed him the receipt on August 24th 2015. I followed up a week later August 31st, and he told me 30 days to receive my reimbursement. 30 days passed and nothing, so I checked with him again. He said 30 days again. 50 days later still nothing, when I asked he said he'll check. And now it's 2 months, still nothing. I tried emailing Tracy M from CHW on Revdex.com website, no reply. What kind of home warranty company does this to its client. I've waited long enough. It's been 7 months since March and 2 months since August. Please do something to protect the consumers from scam companies like CHW. Thank you.Desired Settlement: Dear Revdex.com, I'd like to get reimbursement for the fridge that I bought as soon as possible. Thank you.

Business

Response:

we see that you had spoken to one of our Managers Aaron and he had approved a check in the amount of $500 for you with this unit. Please contact him if you have any issues with this as he will be happy to resolve them with you. Regards,CHW

Consumer

Response:

Dear, Revdex.com, I'm tired of waiting so I'll accept $500. But if you can ask CHW or Mr. Aaron how come $700 in July 2015 become $500 now.

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

Consumer

Response:

Dear [redacted], as of yesterday 11/30/15 I still haven't received anything from CHW. What would you like me to do? Continue to wait? Personally I don't think CHW will honor it.

Consumer

Response:

the check finally came today. Thanks for your help.

Review: I purchased a home warranty for my condo 1 year after my wife and I had purchased it. It is 18 years old and we decided to purchase the product to prevent us from having to pay for any major repairs sine this is a second home. Approximately 6 weeks after buying the contract my daughter and son-in-law went to the condo for a few day. They called and said the air conditioning didn't seem to be working. My wife and I were there is July and it was working fine. We went down to next week, Nov 4th 2015 and it was not cooling. I called Home Choice Warranty and filed a claim. They scheduled a technician to come out and inspect the unit. The tech verified the unit was not working and we would need to replace it. He stated there was a hole in it and it was losing Freon. He said the unit was the original and he wouldn't even be able to get the replacement part even it was worth fixing. We received a quote of $3,565.00. We had the unit replaced on Friday Nov 6th. The following Tuesday Nov 9th we receiveda call stating that our claim had been denied. They said the problem was a pre-existing condition. I stated that nowhere does it mention pre existing condition nor that they would not be covered. In fact the contract and radio commercial said that there was no limit on the age of the house. After arguing for a while, they said they would give me a $250.00 good faith offer. Initially, I accepted but after further consideration I called Home Choice Warrant back and said that was unacceptable. They said that would be all they would be willing to do. At that point I decided to cancel my contract.Desired Settlement: I want Home Choice Warranty to reimburse me the $3,565 the AC system cost me.

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 that began on 10/18/15, we do see that you placed a claim on 11/2/15 for your Air Conditioning System. The technician advised us that the unit had a large hole in the coil and that this issue could not have happened within the time period that you had your policy. Per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order. It also states in Section F. Limitations of Liability #1 that we do not cover issue of pre-existing to the policy start date. CHW did try to assist you with a goodwill gesture of $250 towards a new unit but you chose to cancel your policy with us. Since your policy has been cancelled and you did receive your refund, we are not able to assist you any further.We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.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 not satisfactory to me. If feel that they are very deceptive in their advertising and do not do as promised. If you review all the complaints you can see that I am not the only one to have a similar complaint. Since I am not sure what other avenues I have and I am not satisfied with their response but will not pursue my complaint any further.Regards, [redacted]

Review: I was advised by Choice home Warranty that a refund check in the Amount of $1500 was issued to me on 5/15. I have yet to receive this check. Multiple attempts have been made to inquire as to re-issuing this check, and I am being told that I will have to pay the stop payment fee for the org. check. I feel this is absurd. I have check with my postmaster at my local post office and they have no mail pending for me, or any reason to believe the mail service has been tampered with. I have attempted to contact Tracy M[redacted] only to receive a response that the matter is considered closed on their end. Two other emails have been sent to her with no response from her. Today, I called and spoke to a CS rep (Archem) whom told me there was nothing they could do, other than charge me the $30.00 ... I asked to be transferred to someone higher up and was disconnected. Shortly after a "Kyle" called me and stated that they would reissue the check after 90 days or I would have to pay the $30.00 I feel this is completely unfair. I have been waiting on this to pay to have my unit repaired. I work in business....We as a company, pay for the stop payment if the check has not been received and cleared the bank. I would like this check resent immediately, and hopefully to where it needs to be signed for. Thank you for any assistance you can give me with this issueDesired Settlement: I would like this refund issued immediately

Business

Response:

On 06/04/15 we had spoken to you and advised you that we did in fact mail out the check for you in the amount of $1500, this was mailed on 5/15/15 authorization number auth[redacted], check number [redacted]. We also advised you that it was mailed to [redacted]. Lastly, if you have not received the check that we did mail, you have 2 options that we did explain to you:1. you can pay the $35 fee to cancel the check and we will reissue you a second check2. you can wait 90 business days from the date of the check and we will reissue you a second checkOur records show that this has gone out and CHW is not at fault if your carrier did not deliver it to you. We cannot authorize a second check without cancelling the first and since we did mail the check to the correct address we cannot mail another without one of the 2 options that is stated above.Please advise us of what you would like to do to proceed as we will be more than happy to assist with one of the 2 options above.Thank you,Tracy

Consumer

Response:

I am rejecting this response because:

First,I was told $30 fee, now you say $35..this is the sort of run around CHW constantly does. I, no more than you, can be responsible for the US mail....you can check and see the check has not cleared the bank, therefore it is your responsibility to reissue the lost check at no charge to the victim.....Me!!

Regards,

Business

Response:

We will be happy to reissue you a check after 90 business days or you can pay the fee of $35.00 to have the check cancelled. We did our part and sent the check out, I have checked daily to see if a check has come back to us and it has not, therefore this check would be considered to be with the customer.Please advise if you would like to wait the 90 days or pay the fee of $35.00Thank you,CHW

Review: I am a customer of Choice Home Warranty. Recently I filed a claim to have my defective stove top repaired. That Home Warranty Claim Number is [redacted].

Choice Home Warranty sent a local repairman to affect repairs. I paid that repairman $45.00 which is all I should have paid to either have the stove top repaired or replaced as advertised. Choice Home Warranty would pay anything additional.

Sometime later, I was informed that the stove top could not be repaired. I was informed to call a phone number.

When I called that number I was informed that the replacement part for my Amana stove top is no longer available. I was further informed that in compliance with section F.9 of the Home Warranty Contract that I was being offered $162.00 which is claimed to be the average cost between parts and labor of the covered repair.

Nothing was provided to substantiate the claim that the amount of $162.00 is indeed the average cost between parts and labor of the covered repair.

It is to be noted that I paid the service technician $45.00 to come to the house and inspect the stove top. As such, at the very least, this “partial repair cost” should be added to the $162.00 amount which would come to $207.00.

As it is now, I am being offered $117 to replace my Amana stove top.

Item 4 of my Home Warranty Contract, on page 3 states: "4. Have Your Covered Item Repaired or Replaced - Our service technician will diagnose the claim and contact us with the details so we can determine coverage eligibility and the best course of action - repair, replacement, or possibly a claim buyout..."

After several attempts to initiate contact with Choice Home Warranty, my recent attempts have failed. A representative, Ms. Tracy [redacted] emailed me to say I would be contacted. No one has contacted me.

Her email address is: [redacted]

I purchased a new stove top for $808.81Desired Settlement: I wish to have an agent contact me to make a legitimate settlement offer. Absent that, I wish to go to mediation and if that fails, arbitration in compliance with the Choice Home Warranty contract.

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, I do see that we had resolved this

issue with you and have provided you with a buyout in the amount that you had

agreed to of $300.00. We do apologize

for any frustration with this claim and do value you as a customer. Your check was authorized on 10/16/15 and does take 30

business days to process.Respectfully,CHW

Consumer

Response:

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

Review: I purchased a home warranty from Choice. I told them my house as over 50 years old with old appliances. They said "don't worry, after the first 30 days, we cover everything. Either we repair, replace or buyout the appliance." This week the dishwasher, covered under the warranty stoppd working. Choice sent a repair tech. He came over, spent 30 minutes, filed his report. Choice called me, denied, the claim because of "pre-existing conditions." This was NEVER mentioned or brought up by the salesman who sold me the policy. I called Choice back, they said "read the policy, abruptly canceled my policy." This to me is FRAUD and MISREPRESENTATION and probably the reason why these home warranty companies have such a poor reputation. I believe it should be brought to th attention of Revdex.com and let it run its course.Desired Settlement: They should refund my monthly payments of $ 35 monthly since 8.13.15.

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 for your dishwasher claim, it was diagnosed that the unit had a broken timer and dispenser. Per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order. Please see below: 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 chose to cancel your policy with us and we see that we did provide you with a refund of $70.00, we do see that you were charged an extra month and are going to provide you with the extra $35.00.We do regret your frustration but thank you for coming to a mutual agreement with us upon this claim.Respectfully,CHW

Consumer

Response:

The refund of $70.00, as promised by Choice, has never been received.

Review: The company claims to provide services for home related repairs and denies services after you pay the repairman.

You cannot cancel the contract without paying a large fee and no services are provided during your contract period.

Contract must be paid for in advance and they find some way each time to deny services.Desired Settlement: Discontinue claims to provide services and refund unused portion of policy premiums.

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 chose to sign up for a one year service. This is not a requirement that we have; you can view all of the payment options for having a warranty with us on our website. There are monthly customers that have a policy with us on a monthly basis; you are not required to pay for a year or more in advance. Also, you are free to cancel the policy whenever you would like, you would be bound to our agreement as stated below. If you have had any claims covered, you would pay them back plus an administration fee of $50.00. Your refund would be processed accordingly. I have read the claims that you had placed and all the claims that you had placed, were under the excluded portion of our policy:Claim # [redacted] – there was a leak in your home and there were galvanized piping that needed to be replaced. Our policy states, “D. COVERAGE # 8. PLUMBING SYSTEM – Excluded”…galvanized piping…”.Claim # [redacted] your refrigerator- you closed this claim and stated it was working-no tech sentClaim # [redacted]Electriacl System- outlets not working. Circuit breaker- technician stated that there needs to do a wire tracing. Our policy states, Section D. COVERAGE #7- EXCLUDED “…WIRE TRACING.”We do apologize that you are unhappy with our policy and if you do not want to be a part of CHW, you are not obligated to be. Please follow the policy below as I stated and you will be able to cancel.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.You had a monthly policy; therefore you did not pay for the policy in full to receive a refund. Refunds are only for those that paid for their policy and are no longer want to have it. Choosing to be a monthly customer, you could cancel at any time and you had paid for the month that you had our services.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