Choice Home Warranty

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: 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: 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

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: 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

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: 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

Company was courteous Friendly & came as promised & resolve my problem.

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.

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 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: My husband and I have a complaint already against Choice home warranty. As of today 05/22/2014, we just handed over $45 "for free" to Pro plumbing ###-###-#### fax-###-###-#### Curtis.Just so our home warranty to tell Him and us that; "Oh, by the way, the most common problem with water heaters we(C.H.W.)will not cover it or replace it)!?WHAT!? (C.H.W.)said after I showed I was upset on the plumbers phone; "Oh, we'll cut you a check for half the cost of the water heater and your choice of service ($200), $200 is NOT half of anything! What are these guys think I'm stupid! A cheap water heater may cost $400 if you want it to break in 6 months or a years time.And the minimum service installation charge is $1,200 on up!We've paid into this company plus an up-grade for around 3 years. Two things happen when doing business with C.H.W.,They'll usually send some old retired un-heard of person to look at covered items to have fixed,repair,or replaced or, they'll send out pro's knowing that 90% of them won't come out, or just plainly rip them off also like Kaiser plumbing ###-###-####, who is really mad at C.H.W..I'm still waiting to have refrige fixed or replaced whom I paid $45 to Service One Appliance ###-###-#### 05/16/2014.

Product_Or_Service: choice home warrantyDesired Settlement: DesiredSettlementID: Other (requires explanation)

Not Sure what to do.All these people do.I heard American Home Shield is good??Please email me ASAP on this. Please guide us on what to do. We're 1st time home buyers, and the Bank,real estate agency sold us on this piece of work called Choice Home Warranty. I work nights, my wife works days. Please email us at; [email protected]

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.

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

10/17/12 claim number [redacted] for your Heating System in the amount of $297.88

The refrigerator claim that you had submitted, we were in the process of calling you to offer you a buy out option as I explained in our email. This is for claim number [redacted] that was placed on 4/29/14. CHW is offering you $389.00 for the buyout of this unit.

Please keep in mind per Section F. LIMITATIONS OF LIABILITY . 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.

For the claim for your water heater #[redacted] that was placed on 5/19/14 was unfortunately not covered due to the fact that CHW does not cover the actual tank. Please see Section D. COVERAGE under WATER HEATER: EXCLUDED Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.

We did offer you a good will gesture for this claim in the amount of $200.00. CHW does understand the frustration with this claim and that is why they offered you the good will. It is not a buyout but something to show that we do care and that we are very sorry that we cannot cover this claim.

Your email to me stated that you wanted to cancel your policy. We do have a scheduled time to speak today and I will call you at 12 your time. Hopefully we will be able to resolve this matter and we will be able to send you the good will and the buyout instead of you cancelling your policy with us.

I will speak with you around noon my time today.

Best regards,

CHW Consumer Advocate

Consumer

Response:

As your request at CHW I am sending a copy to Revdex.com so they can post it and make a clarification, to amend the claim against them. We are satisfied that an agreement came from both parties involved. Thank you

Review: I called Choice Home warranty to buy the warranty for 3 different properties. After the negotiations and long discussion it was concluded that I will be charged $ 350 for one Year and $45 for service charge. I had also made it very clear with them that if there is no contract term that I will enter. I was told I can cancel anytime. After agreed and made the first payment, within a few days I came to know from the reviews online that this business is not providing services what they say and there are a lot of complaints against them so I called them after few days to cancel all my services that I had bought. Also when I reviewed the contract the price and service fee mentioned were different for different properties and that too was excessive for some properties.

So when I called them to cancel they cancelled it. I still saw my credit card is being charged so I called them back and they said that they cancelled it only for one property. I requested them to cancel for remaining ones and they said I am under contract and they will not cancel it. I asked them to get the recording of the session that I have had with the sales rep. I have been trying to call them but it goes to answering machine ( I was provided a number to call directly 7[redacted] - Aaron). The reason I want to file a complaint is they agree to something, they write different in the contract and cheat the customers. This is very frustrating. I am being charged thousands of dollars, I see that they are charging me not for one year, but for few years I don't know how many. I request you to please help me out as I am suffering a lot from this kind of cheating. I feel I am a big it and they got me.Desired Settlement: I want them to cancel my policies and refund the amount charged to me.

Business

Response:

We do apologize that we misunderstood you when you called to cancel your one policy with us. We did provide you with a refund and will be more than happy to provide you with a pro-rated refund for the other 2 policies that you have. Please advise me or contact our cancellations department and we will cancel them both out. The refund would be for each $782.20.Thank you,CHW

Business

Response:

ah, Per our policy Section L. Cancellations it states that if you chose to break the contact with CHW, you will be charged a $50 cancellation fee per property. Out of good faith CHW is going to offer you a full refund of the money that you paid for the policies in full. You have paid $1665.00 as you stated and CHW is agreeing to offer this back to you.We will proceed with the cancellation per your request and a full refund will be processed.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.

Regards,

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

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: 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: I made a claim for an ice maker that was not working. They sent out a technician from bayou city appliance repair who found the problem and replied to them with the issue. They approved the repair at that point and instructed him to order the replacement part. He called me to tell me it was approved and the part would be in soon. When the part came in the technician called the warranty company and they said the employee that initially approved the repair was wrong and that they could not approve it. They called me to tell me the claim had been denied and I asked to speak to a manager because I had already been told the claim had been approved. The manager acknowledged their mistake and said they would pay for half of the repair. I believe I should not be responsible for half the repair when I was told it would be 100% approved.Desired Settlement: Finish the repair as it was originally approved

Business

Response:

Dear [redacted]:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.

Upon review of your claim, I do see that we offered to help with half of the cost. Your request of $90.00 will be approved and we will contact you to shortly to advise you of the proper paperwork that we will need to send you the funds.

Please understand that this would have been a denied claim per our policy we do not cover the ice makers Section D. Coverage 3. KITCHEN REFRIGERATOR

NOTE: Must be located in the kitchen.

INCLUDED: All components and parts, including integral freezer unit, except:

EXCLUDED: Racks - 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.

As I mentioned we are willing to offer you the $90.00 that you are requesting and we will send it to you in a check after we receive the proper paperwork. I will personally be in touch with you.

I appreciate the feedback as it gives us the opportunity to improve our services.

Best regards,

Customer Advocate

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I pay extra for ice maker coverage so my ice maker should be covered.

Regards,

Business

Response:

Dear [redacted]:

Although you do have the ice maker coverage this issue is not a covered item. The service provider stated that " THE AUGER MOTOR AND FORK ARE BAD ON THE DISPENSING SYSTEM TO THE ICE MAKER" I am sorry but under the policy, excluded is the dispensers and their respective equipment.

CHW is willing to pay $90 towards this repair as a good will gesture. Please advise if you agree to this good will offer and we will send you the proper paperwork.

Thank you,

CHW

Review: While under warranty my microwave/convention oven broke. Choice Home Warranty started a claim (claim #[redacted], and then informed me that they were not capable of finding a qualified repair person in our area and therefore were going to cancel our contract, which was in place and paid for in full months before. They proceeded to refund only part of my money, saying that I was only entitled to a partial refund because the contract was in effect until they cancelled it. That being said, if they gave me a claim number before they decided to cancel, then my microwave was obviously covered at the time, therefore they are responsible to pay me the replacement value for my JennAir model # [redacted]Desired Settlement: Choice Home Warranty needs to repair or replace my microwave with the same or newer model as promised in their contract, which was fully in effect and paid for at the time of my claim.

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

I am very sorry about claim number [redacted] but since you chose to cancel you policy with us, we are unable to do anything for you at this time. You were refunded $962.50 and we are hoping that you understand why we had no choice but to cancel, therefore, we are unable to preform the work.

Consumer

Response:

I am rejecting this response because there was a complaint with a complaint number open and active at the time they claim service was cancelled. They even sent out a service technician who informed me that the microwave was not fixable and needed to be replaced. t that point, choice home warranty proceeded to cancel my service. That was there way out of paying to fix the microwave, even though I had a paid in full, in advance, for for three years, policy in place since October. I truly hope that the Revdex.com truly exists to help customers who have been taken advantage of. I will await your response in this matter.

Thank you,

Business

Response:

I am very sorry but in order for us to be able to send out any amount of funds, the account has to be active. Your policy was cancelled before we were able to send you anything more than your refund of your policy that we did send to you.

Review: 2/20/14 we purchased a 13 month home warranty contract with Choice Home Warranty due to the fact our home was about to be 5 years old (purchased new in 2009) and we knew most of the manufacture warranties would be expiring.

5/10/14 filed a claim for A/C not cooling entire house. Choice contracted SWEC to come to our house and repair the problem. SWEC checked the unit and advised we were a few LBS low and ran a leak test (using a sniffer) and advised we had a leak in our coil. He called in the repair to Choice but was told just to topped it off with freon and not repair the leak.

5/19/14 called and filed another claim (same issue) and once again Choice contracted SWEC to come to our house and repair the problem. SWEC this [redacted]e sent 2 men out and advised they ran a leak test and we had a leak in our coil (which we were already told). They took measurements and advised they had to order the parts in order to get it repaired.

5/20/14 Choice advised I needed to have a leak test ran (which was not covered) I told them both contractors they sent out already told us the leak is in the coil. They said basically we needed an additional test done by them for $750.00 or by our own A/C person but needed to provide them with the results. 5/20 our A/C man called with the results and was told well were not going to cover it because they have only been a customer since Feb. (Seriously? If I buy insurance and wreck my car a month later it's still covered..)

5/20/2014 Choice advised me differently that they would not be covering the claim due to the unit being 7-10yrs old and not maintained. I asked where they are getting this info as my house was purchased new in 2009 & all 3 A/C guys said my unit was in good/excellent condition and the leak was due to a defect & nothing to do with maintenance Choice advised they have mechanics that work there (behind a computer) and look at the claims & make the determination. (Lie Lie Lie) I'm tired of the excuses, it's been 2 weeks!Desired Settlement: I would like them to honor the warranty we purchased. Even Choices contractor SWEC provided them with the info needed and advise my A/C was well maintained and in good/excellent condition but they have some guy sitting behind a computer that has not seen my unit make this outrageous conclusion? I don't see how they cannot be help responsible and just make up excuse after excuse on why they are not going to cover it. 1st it was because I only had my contract since Feb now my unit wasn't maintained. Seems to me like they are doing and saying whatever they can to not cover this.

Business

Response:

Dear [redacted]:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]

Upon review of your claim for your Air Conditioning system, we have a diagnoses from the service provider that states that this unit has a leak in the evaporator coils. This actually takes a long amount of [redacted]e to happen, this is why the claim was not covered due to lack of maintenance. You stated that this was not a lack of maintenance but rather a manufacturer defect. Our policy does not cover that as well. Please see Section F. LIMITATIONS OF LIABILITY 17. We are not responsible for the repair or replacement of any system or appliance or component or part thereof that has been previously, or is subsequently, determined to be defective by the Consumer Product Safety Commission or the manufacturer and for which either has issued, or issues, a warning or recall, or which is otherwise necessitated due to failure caused by the manufacturer’s improper design, use of improper materials, formula, manufacturing process or other manufacturing defect.

I do apologize for the frustration with this claim but due to the policy that we have, we cannot cover any units that are a lack of maintenance or a defect from the manufacture. 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: You are totally incorrect and any licensed A/C mechanic will tell you it does not take a long [redacted]e for a leak to occur so if that is what you are stating that is ridiculous! A leak can occur over night. I never said this was a manufacture defect. What I did say was that it wasn't do to maintenance as both of the service men you sent to my home would agree (they are the ones who advised us of this!!) What was said after talking to a [redacted] rep they advised that maintenance was not the reason for the leak and that it could be one of many reasons (defect being one of them as an example) but we would not know as they have not had a recall on my evaporator coil (which you already know!) Every [redacted]e I talk to a Choice Home Warranty representative the reason for the denying the claim changes and that is absurd. 1st it was due to maintenance, 2nd was because this was a pre-existing condition (I was advised by your rep a leak cannot happen overnight?? that is crazy and it can happen overnight per your contracted A/C man) and now it's because it's a manufacture defect which you never even came to the conclusion of until now? Doesn't this seem a bit extreme to you that every single [redacted]e you call you change the reason for denying the claim? I signed a contract with you and you have not and cannot provided any real reason for not covering the replacement of the coil besides excuse after excuse. Your own contracted A/C man stated my unit was in good/excellent condition and that a leak can happen at any point in [redacted]e. Allstye (the maker of the coil) advised there is no way to prove that it was leaking prior to our contract. ([redacted] @ Allstye ###-###-#### & he would tell you the same!)

Regards,

Business

Response:

Dear [redacted]:

Per our conversation, we have resolved this matter and we refunded you your entire policy. Kindly close out the complaint on the Revdex.com site.

Thank you,

Review: I had previously been with American Home Shield (Home Warranty) for 3 or 4 years when I saw an Internet add for Choice Home Warranty 510 Thornall St, Edison NJ 08837. I called them at ###-###-#### and signed up for a 3 year "Total Plan incl Septic Tank" contract from 6-7-12 to 12-7-15 under contract #[redacted]for $1,170. I filed a claim due to my Air Conditioner not working - Claim#[redacted] They sent [redacted] from [redacted] A/C ###-###-#### who replaced a wheel part on the inside and when he inspected the outside he said the unit was leaking and need freon. He said it was common to see these units leak after 8 or 9 years especially in Builder Grade Units. He said it must be replaced and could not be repaired and he put freon in the unit. He did a leak test and said it was required by Choice Home Warranty and he would file the ammeded claim to replace the A/C Coil. Months went by, I called Choice and [redacted] repeatedly and Choice said they were waiting on the leak test. Finally they got it and siad they had to get a second opionon so they sent [redacted] ###-###-#### who said the exact same thing as the first repairman, and said they should replace the unit...but then after going out of town and having surgery, more months went by and finally I spoke to [redacted] at Choice Warranty ID#[redacted] who declined the claim. He said it was declined because it was pre-mature wear and tear. This is not a valid exclusion in the contract. Finally I spoke to a supervisor, [redacted] at ext [redacted] who then said they were declining it due to inadequate maintence even after I email to [redacted]@choicehomewarranty.com an excellent maintence schedule which I can provide upon request. So again, Choice is trying to find some reason, no matter how illogical or in breach of the contract, not to pay for this valid and legitimate claim for a new DEN A/C Coil Unit. They refuesed to put anything in writing to me - must be verbal communication....why, if you are dealing ethically with your cus[redacted]ers?Desired Settlement: I want them to honor the Home Warranty Insurance Contract and honor my legitimate claim. There is no contractual basis for their declination of my claim and they are dealing with my in bad faith. There is not exclusion for "premature wear and tear" which flies in the face of the whole purpose of a home warranty in the first place. You buy it because things break down sometimes when they are old, sometime earlier. And there is no basis to delcine my claim based on inadequate maintance. It was very well maintained....checked 8 times in 4 years and no sign of a leak until 10-7-13 when the claim was made with Choice Warranty. The DEN A/C Outside unit cannot be repaired according to 2 repairmen... it must be replaced. Please ask them to replace my unit or I will be left with no other option but to pursue legal action.

Business

Response:

Dear [redacted] C [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 cus[redacted]er 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:

[redacted] on 10/15/12 for your Septic System in the amount of $100.00

[redacted] on 10/15/12 for your Garbage Disposal in the amount of $270.00

[redacted] on 10/5/13 you placed a claim for your Air Conditioner and although we did not cover the claim, we still paid the service provider $365.00 to come to your home and work on the unit. As the last provider was in your home, he told us that you had 3. units in your home. You do not have the proper coverage and your home is over the amount of square footage that CHW covers. According to our policy, we only cover ONE unit unless additional fees are paid. Please see Section D. COVERAGE

The Coverage is for no more than one unit, system, or appliance, unless additional fees are paid. If no additional fees are paid, covered unit, system, or appliance is at Our sole discretion; certain limitations of liability apply to Covered systems and appliances.

Also 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.

The service provider added freon to your unit and showed that there is a leak, the records that you sent to us were invoices and not maintenance records.

I am very sorry for the frustration but this claim is still a non covered claim.

Best regard,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. First, any past claims have nothing at all to do with this claim. Why would they even mention them? I had 2 legitimate claims for very minor amounts, $100 and $270. The issue is THIS CLAIM. This claim on my air conditioner unit is also legitimate and the first that might be a major expense - and they are trying to get out of it. They paid a small amount for this claim to have the blower wheel replaced and Freon put into the Unit....but when they were told that the Coil was leaking and not repairable and must be replaced, then they wanted to decline the claim because it was going to be expensive.

2. Having more than 2 Units in my Home is NOT a reason to decline my claim. When I called the 800 number to sign up for this Home Warranty Coverage, no one asked me how many A/C Units I had....it was not one of the questions...or I would have gladly told them. Furthermore, after I filed the claim, and a repairman reported that I had over 2 units, no one called me to ask me if I would like to upgrade my plan...I don't even know if an upgrade exists for this because no one has ever explained to me that what I have is inadequate. But more importantly, even if they only cover up to 2 units, then this is my only claim on just one unit.

3. This leak was NOT a pre-existing condition....I had never seen or had any indication prior to the date their repairman came to my house that this leak existed at all. To say that this leak existed prior to my purchase of the Choice Home Warranty Plan is simply another way to weasel out of paying me what is contractually owed. I had this plan over a year before this A/C unit stopped working. To say it was a pre-existing condition is ridiculous. I will see them in court. [redacted]

Regards,

Business

Response:

Dear [redacted]:

I am very sorry for the frustration with this claim. I do see that you requested a quote from us and placed your information on our website on 9/26/2011. We gave you a price based on the information that you provided. If you would like to add the extra coverage for your home, you are more than welcome to do so. Please call our sales office.

For this current claim it is not covered because the service provider did state that there is light rust coming from the welding spots from the manufacturer and that the unit is leaking from the UBENDS, also that this is a premature failure.

Please contact our sales department to upgrade your policy so you do have coverage on all your units.

Thank you,

CHW