Choice Home Warranty

Review: I bought a home warranty policy 30 days ago. Two days after the policy went into effect my septic system motor went out which in the policy it is covered. Because my policy was new they would not pay for it. The septic is serviced regularly as per our county contract and they still would not pay for it to get fixed saying it was an ongoing issue. The people are rude when they talk to their paying customers (especially in the authorization department) as well as the way they talk to the technician they are rude keep them on hold or hang up on them. They advertise there is no need for a inspection as well as covering older systems. This system was served and properly maintained and simply went out and they refused to pay. Then agreed to half which is still not what they advertise. They would also lie about contacting the technician when they had not. They said they were on the phone with them when I was standing next to the technician.Desired Settlement: The company makes have a 30 day waiting period but as soon as the policy goes into effect the policy is too new for them to pay for what has broke. What is the purpose of having the warranty if there is an excuse every time something happens. They need to work on their people skills too. RUDE employees! They need to better explain their policy. They initially asked if I wanted to pay every 3 months in which are one right after the other but a three month price instead of paying monthly. I was understanding I'd pay 3 months and 3 months later pay another 3 months, not $152 for the next four months straight. My husband is a Veteran on fixed income I cannot take these lies because if that.

Business

Response:

[redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, I do see that CHW policy started on 6/5/15, you placed your first claim on 6/7/15 for both Air Conditioning unit Claim # [redacted] and Septic System Claim # [redacted]. Please note that our policy clearly states that ALL UNITS MUST COME INTO THE POLICY IN PROPER WORKING ORDER. Placing a claim 2 days after the policy began shows that you did not follow our policy. 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.I do see that on 6/11/15, you had spoken to one of our managers whom offered you a pro-rated refund to the policy that we did provide to you on 6/11/15 in the amount of $254.00.We do apologize that you were unhappy with our policy, CHW did provide you the pro-rated refund as stated. CHW is in full compliance of our policy.Regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: as for the septic it was I'm proper working order when the policy went into effect. Two days later it happened to go out. As per our county regulations we have to keep maintenance on the septic system and could show that it has been maintained. Have you ever had a battery die on you that you just bought because of a bad cell.... things happen and YOU cannot predict when something is going to go out nor can your office state "it's an ongoing issue" when you have no idea you haven't seen it you ASSUME. Your company makes the customer wait 30 days but you take money right way. So technically I paid for service I never got! You advertise that there is no need for inspection as long as it's in working order and properly maintained. Mine was. You also advertise no matter how old the equipment is. .. that is false too because then you claim "pre-existing". Not to mention a couple of vendors you tried to send were either from out of the service area, were for the wrong type of service, or the vendor didn't want to work for you because of prior issues with your company not wanting to pay them. Your customer service is awful most employees are rude to your paying customers as well as rude to the technicians. I guess if it happened a month later there would have been another reason for the company not to pay it. Life happens unexpectedly. Like I said yes the policy started on the 5th and unfortunately my alarm on my septic went off on the 7th. FYI this party that's needed cannot stay broke for a long period of time otherwise you're fined. Don't claim great customer service when your company lacks it. It's unbelievable that you hold a $50 cancellation from services that were never even used.

Regards,

Business

Response:

[redacted],We are very sorry that you feel as though our customer service is poor, this will be directed to our Quality Control Manager and she will be able to go through the recordings to see if we do have any customer service reps that are or were rude to you. I do apologize if they were and they will be reprimanded if they did say or do anything against company policy.I do see that your refund has been processed and we did give you as our policy states, a prorated refund of the policy. Your refund was for the time you had your policy, as stated in the policy section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.We are sorry that you disagree that you should not have to pay for the cancellation fee, we did however wave the fee's that we spent on the technician for your AC claim and only charged you the amount of the administration fee (you call it a cancellation fee) of $50.00We appreciate your feedback as we do not want any of our employees to be rude to any of our customers, CHW does not tolerate that type of behavior. We do apologize, your refund has been given to you and there is nothing that we can further assist you with.Respectfully,CHW

Review: I had 3 service calls. Service was slow and the third call was the worst. We waited a week for the part, and had to call and plead to managers and supervisors to give a simple number to the repair man to install the part in my refrigerator. I waited the week for the part, and was told that it could not be installed for another 3- to 4 days. I lost time at work due to this company's negligence. We had the part installed about 3 hours later after, complaining to mangers and supervisors. My Husband and I both complained, and I had to rush and speed across town to get home to meet repairman. I believe the miscommunication between repair man and Choice Home Warranty caused turmoil for my husband(who was out of town) and myself. I am dissatisfied with their service, and I do not want this to happen to anyone else. This was very stressful for both if us. The part for the refrigerator was cheaper that what was actually originally requested by the repairman. The company took a gamble at our expense. the refrigerator could have broken down at anytime.Desired Settlement: I am requesting an adjustment to monthly bill or credit for no charges on the next service (fee). I would also like a written apology for the service problems.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We do apologize if you had experienced any frustration with your claims and we have added one free service call fee to your policy for you.We do hope that you have a much better experience in your future claims.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,

CHOICE is the WORST HOME WARRANTY COMPANY I have ever worked with if anyone is thinking of using them DON'T as when you need a repair they will not repair your appliance and tell you they will only pay you out. It will be peanuts to what you will need to replace a new one for, the rudeness from there reps is unbelievable THE WORST COMPANY EVER.!!!!!!

O and they carry a C with the Revdex.com go figure don't make the same MISTAKE I did !!!! CHOICE HOME WARRANTY IS THE WORST...!!!

Please be careful! It's a scam. The company has refused to fix/replace our appliance with no explanation. And they will sell your email address to every marketing company.

Review: The home warranty I purchased also includes limited roof leaks. Choice claims that the leak the repair company assigned to this case # [redacted] found is not covered. However according to the contract excluded is the downspout flashing. This is NOT the problem. Our problem seems to be the wall flashing which is NOT excluded from the contract. I entered the above on their web site under claims history on 10/15. Haven't heard from then since then. Choice apparently is just ignoring this issue, however I have paid my copay of $60 to the assigned repair company One Hour Repair.Desired Settlement: Choice to advise the repair company to finish the job, fix the leak and pay for the repair as contractually obligated.

Thanks very much

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 takeall 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 understand your frustration with the outcome in regard to claim # [redacted].However, upon review this is a non-covered item as described in Section E #6 of the Term of Agreement:

E. OPTIONAL COVERAGE (Requires Additional Payment)

6. LIMITED ROOF LEAK (Single Family Homes Only)

INCLUDED: Repair of shake, shingle, and composition roof leaks over the occupied living area.

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.

NOTE: If roof must be partially or completely replaced to effect repair, this coverage does not apply.

Downspout Flashing is still considered a Flashing and will not be covered under your coverage.

Please accept our apology for any trouble or inconvenience this has caused.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The issue we are having has nothing to do with the downspout and as they correctly state in their T&Cs downspout is excluded. They do not exclude all kinds of flashing they explicitly state downspout.

Please reconsider since we are most likely talking about a maybe 200 dollar repair. So the roof coverage seem to me a bit funky since apparently nothing is really covered

Thanks

Regards,

Business

Response:

Dear [redacted]:

We at CHW do value you as a customer and as a good faith offer we are willing to split the difference with you and grant you a check in the amount of $100. As you said that the cost would be $200. We hope that this will help in resolving the problem and look forward to helping you in your future claims.

Best regards,

CHW

Review: I signed a multi-year contract with CHW paying upfront $1800.

For almost a year I didnt need their service, until this summer in mid-August, my AC went down in dead heat. Thats when I called CHW and asked for fixing it.

They send an AC engineer, who looked at it, and said it has Evaporation Coil issue and that it is not covered by CHW. But if I like he can fix it for $2000.

I said NO to him and called CHW. In the beginning CHW said they cant and wont fix it because it was reported as a maintenance issue. Then I asked them to send me in

writing what their AC guy has found so I can go and shop in the open market and find whats the real cost to fix it. CHW refused to give me any report in writing, the lady

representative even told me that its not CHW policy to give anything in writing. But when I pressed, I was transferred to a Supervisor. The Supervisor sounded surprised & shocked, he told me he will FIRE this AC company, and asked me to get an independent AC service company. He said he will reimburse for the service. I got AC company who cleaned up the condensed line, AC started working, and CHW repaid $149.

Then, a month later, AC broke again. I called CHW, they told me to call same Company that fixed it last time. So, I called them, they found a leak and said this AC needs Puron. I called CHW to tell them what is the problem. The CHW Rep told me that since my warranty covers leaks and Gas, so get it repaired, CHW will re-imburse it.

This service on 09/18/13 costed me $619.0 , I sent the claim to CHW. They denied the claim saying that I didnt ask them before the service.

My AC went down again, called CHW, they said they will send the guy (the same who was to be FIRED). But they never did despite calling several times,

I called and emailed CHW on 9/27, 9/28,9/30,10/12,10/15. I was told previous Supervior has quit to they cant do anything he promised and that my AC wont be fixed, no FULL refunds, and nothing in writing. This company is cheating people.Desired Settlement: I want CHW to refund my full amount $1799.99 and also $619 for the service that they promised but didnt do.

I spent so much time over the phone, on emails.

My kids had to spend days in Texas heat for days due to their indifference.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms

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

Upon review of your account it appears that we have reimbursed you for the following claim out of good faith because it was not covered: Claim # 50795517

We understand your frustration with the outcome in regard to claim #[redacted], for the Air Conditioning Unit; However, upon review this is a non-covered item as described in Section D #4

D. COVERAGE (COVERAGE DEPENDANT ON PLAN)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 We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:

EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.

In your claim your tech added 9 pounds of Freon and it showed a leak. As stated above, we do not cover leakage, due to lack of maintenance.

We understand your frustration and very sorry that we cannot cover this claim. Please accept our apology for any trouble or inconvenience this has caused.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response for many reasons said in the CHW email...

First, the refund for $149 was made not due to good faith but for covering up unethical and shady practice by CHW.

CHW AC person came and said CHW wont reimburse for my AC repair, but he can fix it for $2000.

CHW and AC company are hand in glove, when I asked CHW to give me AC fault report in writing or I will complain to Revdex.com,

their supervisor said he will FIRE this AC guy/company and asked me to get a third company fix my AC, and that he will reimburse.

Next time, after a month, when AC broke down again. I called CHW to get it fixed. They told me to get the same AC guy who fixed it last time.

CHW repeatedly told me that leakage and Puron is covered. Even before the repair, CHW guy told me to go ahead and get it done, and that my PLAN covers it all.

CHW representatives and Supervisors never sent me any letter in writing about whats happening, no emails, no letters whatsoever. I was told CHW doesnt have a policy to give anything in writing. Your representative even threatened me to find home warranty elsewhere if I am not satisfied.

My house is comparatively newer with no known problems, and yet I signed up for 5 year to get a peace of mind. I even referred it to so many folks in my team and friends, and some of them have already bought it. With this experience, I am not sure how will I refer CHW in future.

Business

Response:

I can assure you that the service providers do not work hand in hand with CHW. We look in the area that our customers live and try to find a reputable tech to service that customer. I do see in your account that the $149 was a reimbursement for work prior done for your home. I also can see that in our User Agreement that we clearly state that we do not cover leaks. (Section D. #4). Your account was not notated from anyone that there was prior authorization, therefore we cannot pay you the amount of $619.00. I am sorry for the aggravation and you can reference our user agreement on our website at http://www.choicehomewarranty.com/user_agreement.php.

Thank you,

CHW

I am suing this company for deceptive practices. They sell you discounted plans and are impossible to get in touch with, their vendors don't call to set up service and when they finally show, t hey deny claim for reasons that conflict with their sales pitch. They are rude, lack sense of urgency and downright lie. DO NOT BUY A PLAN FROM THEM

Review: I purchased Home Warranty after much deliberation. I talked to the representatives multiple times because I wanted to avoid any harassment down the road. I talked about the negative Revdex.com reviews and I was explained that since Choice Home Warranty is not member of Revdex.com, they are not paid, so Revdex.com doesn't clear their complaints and thus the poor reviews. I bought that and they told me that my warranty won't start for one month after the purchase because of grace period. I didn't have any problems with any appliances requiring immediate repair. I repeatedly inquired if All mentioned appliances including Air conditioning, foil are completely covered after the start of policy and they told me yes including changing the unit, changing the evaporator coil and refilling the Freon.

After Warranty was completely paid for whole year, I was again told that I don't have to worry about any preexisting problems (as some of Revdex.com reviews showed). Well, after the grace period, and some time after my upper unit was not completely cooling. We started the Claim #: [redacted], a technician was assigned and he gave me the appointment. My wife blocked the whole day and we didn't get any call. I reported that to the company and they said that he will come next day, I confirmed that with Technician and he again didn't come or called the next day and again my wife had to take off for no reason. Then they told me Tech will come next day and on 08/27/2015, tech called 20" before coming. He claimed that the problem is unforeseeable and it could be multiple reasons and he filled Freon and will come back again to check the problem.

Then I got email from CHW to call them. When I called them, there was very hostile and rude lady who claimed to be supervisor. She stated that since the problems started after the warranty started, the air conditioning unit has to be preexisting condition? She arbitrarily refused to cover the repair/replacement! I told them that Warrantly has long startedDesired Settlement: I told them that Warranty has long started, beyond the grace period. If I file with previous home warrantly company, they will obviously not cover the claims because the problem started after their termination and we had no clue. If they don't cover, the grace period has long passed, how they can determine the it is preexisting. They said that it is their decision to deny. I told them that if Technician doesn't think it is preexisting how can they determine. They said that technician can not decide that, it is their decision. I asked them on what basis they decide, they said that they are not technicians so they are not supposed to know! They presume that it is preexisting because it takes LOT of Time for Freon to Leak! (Even after months of coverage)I I am requesting them to cover the AC unit problem.

I would like to have CHW to fulfill their obligations and cover the requested services in professional manner. I would like them to replace unit without harassment and denial.

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 [redacted] 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 that began on 8/13/15, you placed a claim for your AC System on 8/24/15. The technician came to your home to diagnose the issue, they stated that the issue was that the unit was 3 pounds low on Freon and it was explained to us that this is typical for any unmaintained units. Since the policy had started 11 days prior, we advised you as per our policy Section A. Coverage states that all units must come into the policy in proper working order and also we do not cover any units that lack proper maintenance as stated in Section F Limitations of Liability #12.We do apologize for any frustration but this claim is not covered per our policy.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. Regards,CHW.

Review: Was told over the phone that all appliances in my home were covered by this warranty. I purchased the warranty and then when I went to use it for what I was told is a common problem and should be covered, they denied my claim and I still how to pay a $45 co pay for them just to come out and lie to me. My children were burned by the water because of the hot water heater over heating and Choice home warranty told me that technically my hot water heater is working if its heating water. How could they say that after my 4 & 6 year old daughter was burned.Desired Settlement: I would like my hot water heater repaired, if not I would like a refund of my $45 and the premiums I have paid to the company. I will be disputing all charges with the bank since they lied to me about what is covered. They decided to reel you in with the bull that is covers all appliances and then tell u that they send you some fine print papers that 1000's of things are not covered. This company is a scam and everyone I referred, I will make sure to tell them how they allowed this to happen and they were not sincere about it at all!

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] .

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

4/13/2013, Claim # [redacted], Dryer, $131.47

8/04/2013, Claim # [redacted] Electrical System, $53.20

We regret your frustration with the outcome in regard to claim # [redacted] for the malfunctioning water heater. However, upon review this is a non-covered

item as described in Section D. 6. of the Terms of Agreement:

INCLUDED: All components and parts, including circulating pumps, except:

EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks -

Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or

storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.

This information was communicated to you on 9/09/2013. Upon our interview with the contracted technician assigned to the claim, it was determined that the leaking water tank

shorted out the thermostat, which regulates the temperature of water in the system, While the thermostat is a covered item, the root cause of the issue was the leaking holding tank.

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

Review: After submitting a claim regarding a plumbing issue with my water service valve, Choice Home Warranty sent [redacted] Plumbing to my home for repair. My wife was there and was told that the leak was from a worn brass washer. He replaced the washer and told my wife that the leak was fixed. She paid the $45 service fee and assumed all was fixed. When I returned home later that morning water was leaking out from under my garage door from the valve he supposedly fixed. I immediately called [redacted] plumbing but no one answered so I left a message explaining what was going on. I never received a call back from the plumbing company. After a couple of hours I tried calling again with no answer. I then call Choice Home Warranty and told them my situation and they tried to call the plumber but again no answer. This is when they told me that the plumber said the issue was with a pressure relief valve and that it was not covered under the home warranty. This is completely false! The leak is clearly from the ball [redacted] valve. I feel I have been defrauded by both Choice Home Warranty and [redacted] Plumbing (the sub contractor). Never was this information told to my wife or written on the receipt. To this day I have not had a returned call from the plumber to explain why he told my wife the leak was from a worn washer and told CHW that it was the pressure relief valve. How could there be such a discrepancy between us and the home warranty company? I had to pay someone else to fix the leak that we were told was fixed by the plumber. There is clearly an underlining agreement between CHW and [redacted] plumbing. We stopped payment on the $45 check my wife gave to the plumber. I refuse to pay for any services not provided much less dishonest CHW and [redacted] plumbing.Desired Settlement: I would like a refund of all or a portion of my insurance premium. I feel I have been defrauded and would have the same result regardless of what the issue may be. If they can pick who does the repair work and service assessments then they clearly can dictate between the two parties what issue is covered and what issue is not covered. In this case, the discrepancy was so bad no qualified plumber would agree with what was told to CHW from [redacted] plumbing. And why was this not written on the service receipt?

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 Plumbing System that was placed on 4/2/15, we had [redacted] Service Provider come to your home and diagnosis the unit. He advised CHW that the “PRESSURE REGULATOR VALVE TO MAIN WATER LINE WAS LEAKING.” Per his diagnosis, CHW referred to our policy and advised you that this is an exclusion to the agreement. Please see Section D. Coverage#8. PLUMBING SYSTEM/STOPPAGEEXCLUDED: “… Pressure regulators …”After we explained the diagnosis and the non-covered claim, you were advised that you are not bound by our technician’s diagnosis; you can have a second opinion at your own cost. If your technician’s diagnosis were to have been different; CHW would review the claim again. Also, we do offer reimbursement options; where you the customer choose to use your own technician, you would be responsible to have the provider call CHW before any work is performed and get prior approval. If approval is given, CHW would then reimburse you at the rate that your service provider and they discussed.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.Sincerely yours,

Consumer

Response:

[redacted]

I am rejecting this response because: Choice Home Warranty is a fraudulent bussiness. Their responses show no intent to settle this issue. I will be sure to let everyone I know to never to bussines with them or [redacted] Plumbing. In addition I will let people know through social media what a fraud CHW and [redacted] Plumbing is and to beware of the scam that they run together to deny servives that you pay for and expect. Any licensed plumber would know the difference between a pressure relief valve and a ball ck valve. So say otherwise is simply fraudulent. If I was there instead of my wife there probably wouldn't be an issue.

Review: My A/C unit shut down and Choice sent out a technician, he called in the diagnosis that the compresser needs replacing, less than 10 mins later Choice Home Warranty called me that the claim was denied because of neglect. This is a 14+ years unit and I have it maintained at least twice a year, the tech advised that the unit was in good order but the Compressor shorted internally (if that is true). This is an outrage and unfair, I pay $375.00 anually and have had them for two years. I will efinitely pursue this with [redacted] and the [redacted].Desired Settlement: Will not fix the problem. Choice made that decision in less that 10 mins. They are thieves and prey on people.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]. Upon review of your policy, I do see that CHW has assisted with the following claims:Claim # [redacted] for your Garbage Disposal in the amount of $165.00Claim # [redacted] for your Plumbing System in the amount of $100.00Claim # [redacted] for your Plumbing System in the amount of $80.00Claim # [redacted] for your Air Conditioning in the amount of $43.00Claim # [redacted] for your Plumbing System in the amount of $55.00The total that CHW has paid out for your policy to date has been $443.00, this is for covered claims. For the Claim #[redacted] for your AC system, the technician stated that the unit had a bad compressor; the windings were shorted internally and were tripping the breaker. With this information along with the pictures, our inside technicians explained that this could have been prevented with routine maintenance. We do see that on 7/24/15, you had spoken with one of our agents and stated that you were going to send in your maintenance records. We have not received any information as of yet, today being the 27th.Please send the records to [redacted] and our authorization team will review for you.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Consumer

Response:

This is untrue because I sent receipts the next day and I have the email to prove it. The determination by Choice was Lack of proper maintenance without even asking me if I maintained the system or if I have proof, I was the one who asked if I can send the proof, I know that because this was a costly fix they denied it, now even lying that I did not send any receipts.Shame on you Choice, I will be cancelling my membership.

Business

Response:

[redacted],We still have not received any records from you, today being 8/24/15. If you would like for CHW to review this claim for you, you can send the records to us. Please call and verify that we have received them because as of yet we have not. Please also place the claim number on the records.Thank you,CHW

Review: I am a [redacted] resident who maintains a number of warranties with Choice Home Warranty (CHW) in [redacted] and [redacted]. There has been a recent history of CHW falsely denying my claims and I need help recouping the charges: 3/27/13 - Contract Number:[redacted] Claim #[redacted] - for Severn, MD. The heating unit went out and required an oil pump. The technicians invoice states "Choice declined[sic] claim. Reason not given." I called the technician who said he never said nor submitted anything to them saying the unit was not properly maintained. I was then told by CHW that there was dirt in the filter so the unit wasn't properly maintained. This is simply a bogus excuse, as filters are intended to catch dirt and debris. I paid $261 for this repair and have been denied reimbursement. On May 3, 2013, I filed a claim for my air conditioner at [redacted]r, [redacted]. A technician was dispatched and determined my compressor went bad, requiring replacement. CHW denied my claim, citing a lack of maintenance because the technician requested 8 pounds of freon with the replacement of the unit. I requested the denial in writing, advising CHW that a new unit requires new freon. CHW refuses to provide anything in writing, stating they verbally advise customers. I was offered $300 and a release to drop the claim. I refused as the compressor cost $1475, which I paid on 5/29/13. CHW has closed my claim, today (6/7/13) stating that I could not provide the last 4 years of maintenance records. This was not a requirement of purchasing the home warranty contract and I closed escrow on the unit this year. When the technician did an initial diagnostic, they communicated to CHW that the unit had been maintained. CHW will not provide any documentation to support their decision.Desired Settlement: Refund $365.50 and $375 for each policy and $1781 for service calls and repairs

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 for Policy #[redacted]:

· 2/14/2011, Claim: [redacted], Plumbing System, $55

· 2/24/2011, Claim: [redacted], Dryer, $215

· 7/25/2011, Claim: [redacted], Water Heater, $180

· 6/25/2012, Claim: [redacted], Garbage Disposal, $45

· 8/21/2012, Claim: [redacted], Dryer, $55

· 8/21/2012, Claim: [redacted], Air Conditioning Unit, $55

· 12/17/2012, Claim: [redacted], Water Heater, $15

We regret your frustration with the outcome in regard to claim # [redacted], for the heating system not working. However, upon review this is a non-covered item as described in Section A and Section F of the Term of Agreement:

COVERAGE: During the coverage period, Our sole responsibility will be to arrange for a qualified service contractor ("Service Provider";) to repair or replace, at Our expense (up to the limits set forth below), the systems and components mentioned as "Included" in accordance with the terms and conditions of this contract so long as such systems and components:

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.

LIMITATIONS OF LIABILITY

4. CHW is not responsible for the repair of any cosmetic defects or performance of 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 replacement.

This information was communicated to you on 3/27/2013.

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.

Review: I have a home warranty with this company. We had a leak in our bathroom and on 11/26/13 we contacted choice home warranty and they dispatched a plumber to home the same day. The plumber came and fixed the leak. Then on 12/2 we noticed that it was still leaking contacting the plumber and he came back out and fixed it that day. Then on 12/4 we noticed that our toilet was leaking on the opposite side and front we contacted the plumber directly again and he said he would come out the next day well he never showed. So on, 12/6 I contacted Choice Home Warranty again and they said they would locate a plumber because I wasn't happy with the other plumber. Well, they located another plumber and he was suppose to come out on 12/10 between 8am - 10am well he called at 9:24 am stated he wasn't coming and that I need to contact Choice Home Warranty. Contacted them once again, they assigned me to another plumber, well he was suppose to come on 12/11 and he contacted me and stated he wasn't coming unless I pay him $45 I informed him that I wasn't going to pay per Choice Home Warranty the deductible was $0 since my issue is not fixed. I contacted Home Choice Warranty again and they contacted the plumber and explained to him that there was no payment due so he said he wasn't coming period. So, that customer service rep stated she would find me someone to come today. This was around 9:00am I contacted them again at 1:00 and was told the same thing. Now it's a day later and NOONE has contacted me and we still have water that is leaking which is messing up our floors. This company is AWFUL and all they do is lie. I contacted a plumber that we used in the past to see if he was contracted with Choice Home Warranty and he said no because they don't pay their contractors!!!Desired Settlement: To fix the leaks!

Business

Response:

[redacted]:

I have spoken to our customer service team and you should be in contact with Hill Service Co. they have been assigned to your claim. If you have not heard from them, please contact them at ###-###-####. They are going to go to your home with NO service charge fee and service your unit.

If you should have any other issues with this claim, please contact me personally at [redacted] and I will make sure that a tech does in fact go to your home. I am very sorry for any and all trouble this has caused.

Thank you for your patience.

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,

Review: I called service regarding a plugged kitchen sink drain on 10/19/2013. I reached the companies answering service as they do not work on weekends. On October 22nd I again called and was advised that they were having difficulty finding someone as they did not have a contractor within 40 miles of my location. I was told that they had calls into several companies requesting a call back. I called again on Oct. 23rd and was advised they would escalate my service claim. I called again on the 24th. I was told the supervisor was on the phone and would call me back in an hour. When I didn't receive a call back by 5pm I called and got the answering service.

I then looked in the phone book and called a local plumber. He said he didn't unplug drains but referred me to another company who did. I called them and arranged for someone to come out the next morning. I called Choice Home the next morning and requested to talk with a supervisor. I told the operator I had a complaint. The operator would not connect me with a supervisor. I told the operator I had gotten someone myself to unplug the drain. They emailed me a form to claim for the service.

After I spoke with the operator I received the email with the form attached. Shortly after I received a phone call telling me they had gotten a contractor to clear my drain and after that I also received an email telling me they had gotten a contractor.

The contract I received from them states, "Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays." They violated the Home Service Agreement and refused to allow me to speak to a supervisor regarding the situation.

I believe Choice Home Warranty violated the agreement and cause it to be null and void as of 10/23/2013 (the fifth day after being contacted.)Desired Settlement: I should receive full reimbursement for the service with no deduction and refund of, at least, the premium paid in October. I believe that since this agreement has an effective date of 10/21/2012 and they violated the agreement, a refund for all premiums paid should be refunded.

Business

Response:

Dear [redacted] R [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.

After reading your comment and looking into your account, I can see your claim was placed with us on the 19th and that we were able to find a tech to reach you by the 25th as the 19th was a Saturday. We will not be able to reimburse you the entire policy, but if you submit your invoice, I can see what CHW can cover of the techs diagnoses.

Please send to [redacted] or fax to my attention [redacted] to [redacted]

Best regards,

CHW Quality Control Specialist

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the agreement received from Choice Home Warranty states they will have a technician contact the homeowner within 4(FOUR) days after being contacted on a weekend or holiday. Choice Home Warranty did not meet this timeline and therefore broke the agreement. If any company fails to fulfill their agreement the agreement is no longer valid and monies received should be returned.

Regards,

Business

Response:

Dear [redacted]:

I am very sorry but we are not able to refund you for your entire policy because you are no longer a customer of ours and we have also paid for quite a few of the repairs that you have had. The one repair that we were not able to fix for you, we were able to pay you the buyout offer.

For this claim, we are willing to look at the Service Providers diagnoses and see if it is something that can be covered under the policy that you did have and we are willing to pay for the repair.

Please kindly fax [redacted] or email [redacted] the documents and I will have our authorization team read them and be able to provide you with an amount that we can pay out to you.

Best regards,

CHW Quality Control Specialist

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, while not satisfactory, is the best that can be expected from this company.

Regards,

Review: I called to have AC services for my unit which is over thirty years old. Unit was in proper working condition. It's unfortunate, that my AC stopped cooling the date my contract was in effect. Due to this Choice Warranty declared it to be a preexisting condition. Nevermind, the age of the unit. Spoke to a case manager Mesha who states that it is assumed this to be a pre-existing condition, although the AC repair guy states this is just an old unit that needs to be repaired. This was no surprise to the repairman who also stated, this company rarely approves this type of repair. Going online to look at customer reviews it stands true!Desired Settlement: My contract began on August 4th and my issue was on the same date. I am requesting this contract to be honored. My condition was not pre-existing as my AC unit is blowing but not cooling. I am also requesting a refund of my monthly payment of $40 and a refund of $45 for the repairman.

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 8/4/15 and the claim that you had placed on the same day we are unable to approve a claim that is pre-exiting to our policy. All units must come into the policy in proper working order. The technician stated that the unit had a bad condenser, there was a bad ran and start cap, motor was burned, wiring was deteriorated and the TSTAT waring was burned. He stated that the unit was missing 2 pounds of Freon. All the things that are wrong with the unit shows CHW that you did not follow our policy Section A. Coverage #3 of our policy. 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.All these failures cannot happen on the start date of the policy, they do take time to occur. Also, we show that you have already cancelled the policy with us, therefore CHW is not able to assist you with any repairs.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. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,Tracy M.

Review: CHW was contacted on 9/21/2015. Filed a claim ([redacted]) Air unit had leaked water from bottom of unit (ruining bamboo floor) and would not operate without leaking.

First service tech company that was called informed me that they did not work on that type of unit.

Second tech (Hallmark) came and temporarily fixed issue and reported to CHW (Norm) that unit needed to be replaced.

After the temp fix, I was out of the country. Never received an email or phone call from CHW regarding status of the claim. I immediately called CHW and Hallmark upon my return (Oct 7). Hallmark stated he no longer worked with CHW as he disagreed with their business practices and customer service. CHW indicated to me that another tech would need to come out to verify the claim. 1 week later- tech arrives and informs me that he does not work on that particular unit. Finally on Oct. 27,Complete Comfort Cooling System came out and analyzed unit. Called CHW on Nov. 2 to get an update. On November 6, I was electronically called with a message to call CHW. I was informed that CHW does not cover that unit because it is "not ducted". The unit is ducted as it goes from one room to another. Furthermore, if CHW did not cover said unit, why did the have 4 different companies respond to service.

Per CHW request before filing a complaint, I called and sent an email to "[redacted]" on Friday Nov. 6. As of today, Nov. 11, I have not heard from "[redacted]".

My service contract([redacted]) was initiated on Feb.2,2014 and paid in full thru Aug.2, 2017.

I would like my unit repaired/replaced ! I am completely dissatisfied with this warranty company and their lack of coverage and customer service. I discussed cancelling service but was informed that I would not receive any refund. This seems unethical. After the claim is resolved, I would like to discuss cancellation and prorated funds .Desired Settlement: Repair/replace unit as indicated by all technicians and cancel policy with accurate prorated funds!

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] Per our policy CHW does not cover non-ducted wall unit as stated in Section D. Coverage #4 AIR CONDITIONING/COOLER Exclusions-non-duct systems. We do see that you had disagreed with this information that was provided to us by the technician. If you would like to have your own technician come and provide us with a diagnosis, we would be happy to review the claim again. As for now, we cannot provide coverage for this claim due to the diagnosis that was provided. You state that you have ad 3 technicians look at the unit, we would be happy to take any of their diagnosis to review.Lastly, we do thank you for trying to reach out to [redacted]. before filing the complaint, per our policy we do ask that you allow 30 days for a dispute of a claim. All claims are handled in the order that they are received.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy. Best regards,[redacted].CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:My argument remains that the air/heating unit is ducted. If it were not a covered unit, why then did Choice continue to send technicians out to service a "non-covered"appliance? Furthermore, the issue of canceling the policy with monies refunded was not addressed. Lastly, the condo which the coverage is for is all of 600 sq. ft.. If the main appliance in the condo is not covered there is no need to have a policy with Choice Home Warranty.

Regards,

Business

Response:

Dear [redacted]CHW dispatched the technicians to try and get a complete diagnosis of the system and to find out if the unit was duct or not. The first technician stopped working with warranty companies therefore we had to find the next one and that is why we sent out Complete Comfort Systems to your home. They provided us with the correct diagnosis and we do regret your frustration but this claim is not covered due to the fact that the part is not something that is covered by our policy it is a strict exclusion. Regards,CHW

Review: filed a claim with choice home warranty ,they could not find a repairman to fix my viking Oven , then said that if they cant get it repaired they would replace it with the same unit , if it is still available , if not then one of equal value and quality , then they decide that they would offer me a buy out for 500.00 dollars , I did not want to do it , they said its all they can do . they said they mailed the check , I have not received it , so I called them and then they said I would not be receiving the buy out because I canceled the policy , which I did not do !Desired Settlement: Replace the oven, or give me a buy out that would be in the amount to buy A new one of close or equal value

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 # [redacted], we had authorized a check to be sent out to you in lieu of repair to help you replace the unit. However, our records indicate that on 6/27/14 you called requesting to cancel your policy, therefore forfeiting our offer. Unfortunately, due to the fact that your policy has been canceled, we apologize but we cannot authorize a check at this time.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 was given a one year warranty at the time of purchase of my home. So I chose to go with Choice. I also added 2 additional years to my contract with them at the time of sale. When going over my options with the salesperson, he asked for the home address and looked it up on the MLS to see the property and the details of the home. It CLEARLY shows that it has a main house and a separate guest house. I also added spa coverage to the policy. When I extended to coverage for 3 years to get a discounted rate and service call fee, he clearly told me I could cancel at anytime and get a prorated refund. NEVER any mention of cancellation fees. Last week I had a plumbing issue in my guest house. Choice conveniently decided that structure was not part of the policy I purchased (even though they covered it on a prior service call) and told me I need to buy additional coverage. When I explained the situation and conversations that I had when I purchased the policy the rep was extremely rude and told me he had the sales call recorded and that I was basically lying. I told him OI spoke to the sale rep on multiple occasions and did he have recordings of all those calls and he said "No, only the one when you actually bought the coverage, reviewed the policy and gave your payment information."...Convenient....I told him I wantec to cancel and as we started explaining what I would get back suddenly there was a $50 cancellation fee for each year I was cancelling, the prorated 2 months of coverage that I had AND I had to pay them back for the service calls that happened while I had coverage. that makes no sense. If I am paying for prorated coverage why would I also have to pay for claims during that period! He said that the contract is written so they can charge us back. When we asked to speak to a supervisor, the "supervisor" [redacted] said "I report to no one but the Board of Directors". He was incredibly rude and disrespectful throughout the entire call.Desired Settlement: I want a refund of my entire policy less the 2 months of prorated coverage which I calculate to be $1350. NO cancellation fees and NO repayment of service call fees while the coverage was in effect. I want an apology from [redacted], the rude person on the phone, I want someone on the "Board of Directors" to personally follow up.

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 plumbing issues. Also we are very sorry that you are upset with the refund amount that we had authorized for your policy. I do see that we did offer to cover the cost of the repair although it was a non-covered item. The service provider advised us that the “hose bib was leaking and also you have a guest house.” We offered to pay for the “hose bib” and you had declined our offer and requested to cancel. I do apologize if the Cancellations Manager [redacted] was at all rude to you and I will advise the other members of the Board of Directors. For that, I do sincerely apologize; CHW does not condone that type of behavior.Please see our policy in regards to the cancellation fees:Section L. CANCELLATION This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. 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. Choice Home Warranty was in full compliance with its terms & conditions as you were refunded $1105.00 for your policy. This does include the cancellation fee and the claim that CHW covered for your fist plumbing claim.The details of your situation are not representative of the normal CHW customer experience. We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,Tracy M.Resolutions ManagerOffice of the President Choice Home Warranty

Review: I bought a home warranty service contract with a 5-year term about 16 months ago, paying $3025 in advance. I have had 5 service requests during this period and in each case the company found an excuse to NOT carry out the repairs needed. I have prior experience with 2 other warranty services and both of them would have covered repairs under the same conditions. I have tried though phone calls to get better service from Choice but to no avail. Ultimately I tried to cancel the contract and get a reasonable refund for the remaining term ($2000 would be fair), but have been unsuccessful. I have written to the headquarters office (Attn: Office of the President) two different times asking to cancel and outlining a reasonable refund amount. On the first occasion, their employee offered an unreasonably low refund of $710; in the second instance the same employee withdrew that offer and declined to terminate the relationship.Desired Settlement: Mutual agreement to terminate the contract together with a refund of approximately $2000 for the unused remainder of the contract term.

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.Per our policy, Section L. Cancellations you are able to break the policy that you have with CHW and you are permitted to receive a refund for the months not used. You will be charged the amount that CHW has paid out on your claims as well as an administrative fee of $50. As of today’s date 2/18/16, your refund would be $1192.50. This is the pro-rated amount that would be due back to you from the 5 year policy that you had paid $3025.00.I have documented the claim with this amount if you should want to cancel the policy, you can contact us and we will provide you with this amount.We do regret your frustration with the policy and your claims.Best regards,CHW

I think that this company should be investigated by the Revdex.com. I should have done more research when choosing a company and went with one that is credited. I believe that their advertising and warranty guarantees are fraudulent.
I just had a claim not accepted as we had an AC repair years ago where a technician put a subsystem in to reduce power consumption on start-up... evidently, this causes the claim to be invalid.