Choice Home Warranty

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 have a home warranty with choice home warranty.

When I requested for repair to my furnace, they told me that their inspector mentioned that moisture in the system was the cause of control panel failure. And they dont cover it.

I brought another repair guy and asked for another opinion and he said no one can say for sure that moisture was cause of the failure, this is old control panel. I called them and they talked with my repair guy and my repair guy told them the same thing. When I called them again they told me that my repair guy said exactly what their inspector said. This is a big lie cause I verified with my repair guy and he did not say such a thing. They said for this reason we will not cover the repair. You can contact my repair guy and verify this.Desired Settlement: I am expecting they pay for the money I spent to repair this.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your heating system. Upon diagnosis the service provider assigned by CHW stated that your unit’s control board has failed due to water damage. You did not agree with this diagnosis and had a second opinion technician check your system. The information we received from your technician stated that there was obvious water damage to the system and board. Unfortunately, CHW policy does not cover failures that are due to water damage. Please see below: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 pressureThe details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:They are keep saying the same thing again and again. They saying that my inspector said that water caused the damage and I am saying that my inspector is alive right now and denying what they are saying. My inspector never told them water was cause of the damage. My inspector told them that water might or might not have caused the damage. Nobody can say that water was for sure the cause of the damage. They can call my inspector again and listen clearly what he is saying.

Business

Response:

We apologize for the frustration you have experienced with this claim. Our records indicate that two different service provider have stated that the unit has failed due to water damage. Both the service provider we assigned and the service provider you choose for a secondary opinion stated that the unit failed due to water damage. The information we have was provided by the service provider that you choose. If you believe the information we have is incorrect please provide CHW with you technician’s diagnosis for further review.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 purchased a Home Warranty Total coverage Plan to cover repairs to my appliances and heater only to find out they are a fraudulent company. They took my money send out repair men who didn't return upon taking my service fees and not doing any work on the order..I called and complained and they sent out another tech but they wanted payment for another service fee that I paid which was supposed to be $45 and I gave the tech $75 to find out he has not even been paid by them to do the work. All I wanted was a refund an cancel the remaining months of the policy which was good until October 15, 2015. They owe me $236.00 and they told me it takes 3-5 business days and I look at my account and they only returned to me $31.25.. This is a scam and they need to be shut down ASAPDesired Settlement: I want my money returned to me for the months that I have not used

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration you have encountered with this situation. Our records show that the remaining $171.35 was credited back to your credit card used for purchase on 11/20/14. Please verify with your credit card company. If you have any questions feel free to contact our customer service department. Best regards,CHW

Consumer

Response:

Review:[redacted]

I am rejecting this response because: The amount should be in total $204.75 I got a partial refund in the amount of $31.25 to equal $235.00 the correct amount owed to me

Regards,

Business

Response:

We apologize for the frustration you experience with this situation. Our records indicate that the refund due on your policy is $171.25. However, to resolve your dissatisfaction the cancellation department refunded an extra month of coverage to your credit card.Please find the refund details below:Purchase price: $375 ($31.25 per month)used portion of policy : -$93.75authorized amount: -$60.00cancellation fee: -$50.00Refund: $171.25However, to resolve you dissatisfaction they refunded another month of service ($31.25) totaling a refund of $202.50.Please feel free to contact us with any further questions.Best regards,CHW

Review: Upon the purchase of my home, I also purchase a home owner warranty from Choice Home Warranty 5/15/2014 try 05/15.2015. Heater stop working which was part of the warranty. Filied claim# [redacted]. Choice Home Warranty sent out a repair man "Complete Home Solutions", who requested I pay the deductible which I did pay. Was informed that some heating elements were bad and needed replacement and it would be hard to find the replace parts so he would recommend replacement of the unit to Choice Home Warranty and to wait for their call. When Choice Home Warranty call indicating that my claim would be deny do to some pictures taken seem to show some dust on electrical parts. I disagreed and asked for this information they were using for denial they refused to provide it. I paid for the warranty, I paid the deductible and the contract I have clearly show the the heating was covered.Desired Settlement: Repair Heating System per purchased warranty

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with the outcome in regards to claim # [redacted], for your heating system. Upon diagnosis, the service provider stated that the control board and heat strips have failed. The technician pointed out that the blower motor assembly on the system is dirty as well as the duct system showing restricted air flow which causes the unit to overheat taking out components. This could have been avoided by proper maintenance of the system. Unfortunately, failures that are due to lack of maintenance are not covered per CHW policy.Please see sections below:F. LIMITATIONS OF LIABILITY4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance8. 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.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have had two different companies send out theirtechnicians and each one after their inspection gave a similar diagnosis, that the unit hasexceeded its life expectance which is 10 to 15 years for electric furnaces. And these units are not even being madeanymore; the unit seems to be the one that was install when the house was built in 1978. CHW is contending that the failure “could have been avoided by proper maintenance of the system”. The true point is in order for this unit to run for over 25 years it has been well maintain and the failure is due to being worn out. The Choice Home Warranty I purchased; Contract Number:[redacted] Contract Term: 5/15/2014 to 5/15/2015 ; Contract Type: Total Plan Coverage, including Heating System. CHW is also contending that paragraph F. LIMITATIONS OF LIABILITY number 4, 8, and 12 release them from the responsibility of their duty to uphold the contact. None of these afore mention apply to this unit failure do to being worn out.Upon initially filing claim with CHW who sent one of their repair technician informed me after inspection the same thing as the two companies I had to come after him that the unit was worn out and so old that part not being made anymore and, it would be almost impossible to find a replacement part. Also he stated that while collecting the CHWdeductible from me, that he would inform CHW as to the needed repair if possible but recommend the replacement of the unit.CHW is contending, Quote! “the technician pointed out that the blower motor assembly on the system is dirty as well as the duct system showing restricted air flow which causes the unit to overheat taking out components. This could have been avoided by proper maintenance of the system”. This is not what their techniciantold me when I paying him the requested deductible.Reason I purchased this home warranty policy with this company was sales statement. Here is a quote from CHW:“A home warranty can be very beneficial and save you money when it is understood and used for its intended purpose, which is to cover systems and appliances for normal wear and tear, that were in working condition before the contract took effect.* You never know for certain when a covered major system or appliance in your home will breakdown. But sooner or later, everything wears out. Whether it's your heating system or even a dishwasher - nothing lasts forever”.My claim is for this contract to be understood and used for its intended purpose which is for my worn out heating system.

Regards,

Business

Response:

We apologize for the frustration this claim has caused you. We apologize that the technician did not advise you of this information at the time of service,. Please contact them for clarification. However, the information that was provided by the service provider as well as pictures that were sent in as part of the diagnosis shows that the blower motor assembly on your unit is dirty and the duct is showing restricted air flow. Improper air flow to your system will cause your system to overheat and burn out components. Unfortunately, CHW policy does not cover failures that are due to lack of maintenance. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

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: 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: I have a home appliances warranty policy from Choice Home Warranty.

I made a claim because my washer leaked lot of water and flooded the basement. The technician came to look at it and said he does not know why it leaked because it was not leaking at the time he was present. But, he confirmed that the water that leaked the first time was from the washer, but he just cannot tell where it has leaked from. He said he cannot fix it, and this washer cannot be trusted because it can leak again anytime. He said I could use it but I have to keep an eye on it while it's running because it may leak at anytime. I used it twice and it worked fine. And then the third time I used it, it started leaking so I shut it off.Desired Settlement: I purchased a new washer for $361.57 and I am asking for reimbursement by Choice Home Warranty, since the old washer cannot be fixed per the technician diagnosis, and the policy says that if the appliance cannot be fixed, it will be 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 . I do see that you have placed a claim for your washer and that we advised that the technician told CHW that the unit was not leaking anymore and if it was to leak again, you would have to call us and we would send the technician back to your home. On 05/27/15 you called into our claims department and stated that you were not happy with this technician's diagnosis and you wanted CHW to send a different tech out to your home. We did as you asked and dispatched a different tech to you. You advised us that you cancelled that technician and had your own come out to your home. You spoke to ours over the phone and you chose to have your own come out. On 5/28/15, we advised you that we could not pay for any repairs or replacements of units that 1. are completed without prior authorization. 2. did not need to be replaced. You have had your policy with CHW since 4/20/2013 and we have gone over the policy with you, through the Revdex.com and over the phone. We are unable to pay for work that was done without prior authorization. If you would have called CHW once the washer started to leak again, we would have dispatched a technician at no charge since one was just out to your home. We are unable to pay for the service call fee that you paid to your technician because as we explained to you, a second opinion would be at your cost. We had no reason to believe that the technician would state that a unit was working when it wasn't. Mr. Ismail, CHW follows all of the wording of our policy and we cannot per the policy, Section C. SERVICE CALLS 3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.CHW is in full compliance with our policy and we are unable to refund you for a washer that you chose to purchase. I have documented the policy to show that the unit is new as it will no longer be under our warranty. All new units come with a manufacture warranty and that supersedes CHW's policy, Per section F. Limitations of Liability 15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty. Please send us the invoice for the new unit for CHW to place in the system for when the manufacturer's warranty does run out, then CHW will be able to cover the unit. You can send this to [email protected],CHW

Consumer

Response:

I placed the claim online on Monday 5/25/15. CHW dispatched a technician on Tuesday 5/26/15. I called the technician on the same day, and he said that the earliest he can come to my house is Monday 6/1/15. I could not stay for one week without a washer. So I called CHW on Tuesday 5/26/15, and asked for a different technician who can come earlier than Monday. They informed me that this is earliest they could find a technician to come to my house, and that I can contact my own technician if I need the repair earlier. So I called [redacted] and they sent a technician on Wednesday 5/27/15. The ** technician informed me that he does not know why it leaked because it was not leaking at the time he was present. But, he confirmed that the water that leaked the first time was from the washer, but he just cannot tell where it has leaked from. He said he cannot fix it, and this washer cannot be trusted because it can leak again anytime. He said I could use it but I have to keep an eye on it while it's running because it may leak at anytime. I used it twice and it worked fine. And then the third time I used it, it started leaking so I shut it off. I called CHW and they dispatched the same technician they dispached on Tuesday 5/26/15. I called him and explained to him what happened, he said he agrees with the ** techinician, and that he will not be able to fix it since he was not present when it leaked. At this point, it became very clear to me that this washer must be replaced because two technicians agreed that it cannot be fixed. I could not just keep sitting next to it every time the entire time it's running to make sure it does not leak and flood the basement again.

Business

Response:

That is what we told him when his tech came out because we cannot fix a unit that is not broken. This is the screen shot that I sent to you yesterday of the diagnosis of the tech’s statement. He told us that the unit is not leaking anymore and we did tell him that there is nothing we can do if it is not leaking anymore to call us when it is and we will send a tech or he can have his comeback but we did not give authorization to buy a new unit. He chose to do that by himself and now wants CHW to pay for the new one. I did explain to him in the response that we cannot pay for a unit that he chose to replace. Per our policy Section C. SERVICE CALLS 3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.So he did not get our approval because we would not approve a replacement for a unit that is still working. Should I explain this to him again? Thank you for your help!!

Review: I have paid Choice Home Warranty for 2 months. They sent [redacted] Services, an Air Conditioner Company out to fix the problem with the Air Conditioner. I paid the $45.00 co-pay. Choice Home Warranty is saying that it is a pre-existing problem with Air Conditioner. [redacted] Services said that there is no way anyone can claim that. There is no way of telling it was a pre-existing condition. Choice Home Warranty denied my claim and also will not pay [redacted] Services for the repairs they did. The job is not complete.Desired Settlement: I would like [redacted] Services to be paid and also the job to be completed.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that started on 5/22/15, I do see that you placed a claim for your AC unit on 5/24/15. CHW sent out [redacted] Services LLC to diagnosis the unit and upon his diagnosis it was stated that the unit had a broken line inside the condenser unit and it leaked Freon out. Due to the fact that the policy itself had only been 2 days old, CHW deemed that this was Pre-existing to the policy start date. We were advised that it could take years for this issue to happen and although you did purchase the policy on 4/22/15, it didn’t start until 5/22/15; giving you have 30 days to make sure that all the units in your home were in proper working order. Please see Section A. Coverage# 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.I do see that you have cancelled your policy with CHW and that we gave you a credit of the last payment that you made to us. We do apologize but we are unable to offer you the Service Call Fee that you had paid to the technician because that was for him to drive to your home and diagnosis the unit. I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW. We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards,

Review: Choice Home Warranty declined my claim to repair my AC unit when both our contract and their advertising support the claim.Desired Settlement: Choice Home Warranty to honor $2,300 to repair my AC unit as promised in both the contract and their advertising.

Business

Response:

Thank you for your feedback and for allowing CHW to resolve this matter for you. I do see that you had spoken to Sam and he had offered you a full refund for the policy due to the non-covered claim. I do apologize that we were not able to assist with this claim but am happy that we were able to offer the full refund. CHW would never want a customer to have a policy that they feel is not helpful or useful; hence the full refund.Kindly send the paperwork back to my attention at [redacted] or you can fax it to us as I mentioned in the email that I had sent to you at ###-###-####.Thank you again for the feedback and for your patience with this claim. We do apologize for any frustration that this has caused.Respectfully,Consumer Advocate

Consumer

Response:

I am rejecting this response because: Choice Home Warranty will not stop drafting my account for the monthly fee unless I consent to sign a waver of the complaint. I will now have to go the extra step to contact my bank and ask them to refuse the draft from Choice Home Warranty because they will ONLY stop the draft if I sign a waver of my complaint that they will not honor my claim.Choice Home Warrant takes monthly payments from customers to cover equipment repairs like my AC unit, but when a claim is filed they will not honor the claim. In my case, they have offered to refund my money. This is not a warranty service it is a fraudulent scam that I hope the Revdex.com will use its influence to get stopped.As you see in the attached invoice the repair bill was $2,476.32. The service technician was sent out by Choice Home Warranty. I paid the initial $45 fee to the service technician for him to evaluate the problem.

The claims department of Choice Home Warranty told me the contract specified that a unit must be professionally maintained and invoices for professional service must be provided before the claim could be honored. The Contract does not state this requirement nor does Choice Home Warranty advertising or sales. They state repeatedly that no Home Inspection is required and that the customer should maintain his AC unit by keeping clean filters in the home and keeping the condenser coils free of dirt that may cause blockage. My AC unit was properly maintained by me, the homeowner, and serviced by a licensed technician when problems were found.

Regards,

Business

Response:

CHW was offering you a goodwill by offering you a full refund of the policy. If we are offering you a refund, we would not expect that you would continue to be upset with the policy because you have it refunded to you. We will go a head and cancel your policy, please note that there is no refund due to the fact that you are a monthly customer. You will be receiving a cancellation email stating that the policy has been cancelled. We do apologize that you did not want to accept our offer, we cannot process a claim for you that is not covered by our policy. Per the policy, we expect all units to come into the policy in proper working order, placing a claim a few days after the policy started shows us that this was not the case. You did not follow our policy Section A. Coverage3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. 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.email conformation will go to [redacted] and again, your policy will be cancelled per your request on this site.Thank you,CHW

Consumer

Response:

I am rejecting this response because: Choice Home Warranty presents itself as a WARRANTY company, yet when I filed a legitimate claim in accordance with the provisions of the policy I received from Choice Home Warranty they denied the claim and have now written the Revdex.com saying they are NOT A WARRANTY company! Talk about FRAUD. Here's a textbook example. New Jersey ought not allow them to operate out of their State.

Regards,

Review: I closed Escrow on my home at [redacted] on January 16, 2015. That same day Choice Home Warranty was sent a check as well as my application for coverage via the title company which I have confirmed. In March, I found out that Choice Home Warranty did not have me showing as a customer so I asked my realtor to make sure everything was sent correctly when I closed escrow. The title company confirmed that the funds and required information was sent on January 16, 2015 and received by Choice Home Warranty and that the check had been cashed. As soon as this was brought to choice Home Warranty's attention, they created my account and said my coverage began March 28, 2015. I asked them why it didn't start in January when the funds and paperwork were sent and they said they didn't deposit the funds until February 28, 2015 and that my coverage wouldn't start until 30 days after that date. On May 7, 2015 my air conditioning unit stopped blowing cool air so I contacted Choice Home Warranty. They sent a technician who found a leak in my internal evap coil which caused the freon to leak out. The AC company provide Choice Home Warranty with their findings later that afternoon. Several hours later I received a call from Choice Home Warranty stating the leak was a pre-existing condition and that they would not cover the repair. I asked to speak to a manager and explained that my coverage was delayed due to their slow turn around time with my application and funds and that my coverage should have begin much earlier. I also explained that I had a full home inspection done and that the AC unit was working well and there were no issues noted at the time of the inspection. They continue to give me the run around and I don't feel it is fair.. Firstly, my coverage should have been in place Mid-January. Secondly, how do they know the AC issue was pre-existing especially since my home inspection says otherwise.Desired Settlement: I would like to be reimbursed the cost for the repairs to my AC unit. The total cost was $1,800.00. I have copies of the invoice for the repairs as well as the Home inspection and a letter from the home inspector stating nothing was wrong with the AC unit at the time of the inspection.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your Air Conditioning unit, I do see that you had stated that the policy should have started in January, even though we received the check and cashed it in February. Our policy states that we do require a 30 day wait for the policy to start to make sure that all units are in proper working order. Please see Section A. coverage #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Even if the policy started in January, this claim would not have been covered due to the fact that a unit could not have as many failures as this within the time frame that the policy was active. Also, an inspection report does not show maintenance, it shows that the inspection person came out and felt the cold air come on and said “yes that is cold” and heat to state “ yes that is hot’. They do not do any of the required preventive work that needs to be done for the unit.We do apologize for any frustration that this has caused you and we do appreciate your feedback.We always urge our customers to read our policy and to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration. CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Review: Choice home warranty company advertises that they will "repair or replace" broken home system but when my water heater needed to be replaced I was told they only replace parts and would not replace the water heater. After waiting over 7 days, and having to call multiple times they finally told me it would not be replaced. They blamed the delay on [redacted] when they were the ones who dropped the ball and I had to live without hot water. The salesman left out key information. I have an autistic son who doesn't respond well to change. They kept pursuing me with emails and commercials are misleading. I now have use a credit card to pay $850.Desired Settlement: I want a refund fees in the amount of $146.25 (3 payments of $33.75 plus the fee I paid to [redacted] for 2 seconds to decide I needed a new water heater), $850.00 that I had to put on a credit card to have a new water heater installed(matrix plumbing wanted $1260.00) and $250.00 for making me live 7 days without hot water while saying it was because matrix plumbing was at fault. I have a 32 year old son who is autistic so he won't take a shower away from home as easily as most people so it was trying times and for them to tell me over 7 days later that they will not replace the water heater. They need to be shown that it is costly to mislead potential customers and they need to be very transparent and upfront about what services are included. Thank you.

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 . We do regret your frustration with the water heater claim that you had submitted to us. I do see that the issue was that the actual tank itself was leaking. Unfortunately, per our policy CHW does not cover the actual tank itself, we cover the components that make the water hot. The tank is just a vessel that holds the tank.I also see that you had chosen to cancel your policy with us after only a month of having us. I do apologize for any inconvenience but since you have already cancelled the policy and you are a monthly customer you are not entitled to a pro-rated refund because you did not pay upfront for the policy. As for the service call fees, per our policy, all calls are required to pay the provider this money. This service call fee doesn't go to our company it does go to the provider that came to your home and diagnosed the unit.Please see our policy Section D. COVERAGE 6. WATER HEATER (Gas and/or Electric)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 do urge all customers to read our policy as we do have it online for public knowledge.Respectfully,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They still send me several emails daily and all of them say "if they can not fix it they will replace it". STOP LYING and putting out deceptive advertisements to potential customers and tell them up front that they "might replace it". They sell hard and they called me multiple times trying to get my business. I will consult a lawyer to find out about putting out a warning to everyone about their "covert bait and hide the truth in the fine print" tactics. Don't list the water heater in the list of appliance, just say we will fix the parts only, or you look like a deceptive business that hides the truth in the fine print. Be upfront. Nevertheless so you may have gotten over on me, and from your Revdex.com record, a lot of other people but you will reap what you sow sooner or later or both. God has the final say. STOP SENDING ME EMAILS!!!!!! BAD CHOICE WARRANTY

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: 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 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: We purchased a Choice Home Warranty for our home in May, 2015. We paid a higher premium because we have a high end, larger home (6200 square feet). On Sept. 1 I submitted a claim to Choice because our Dacor microwave ceased to work. The first contractor they reached out to never called. The second contractor called and set up an appointment for Sept. 4. Upon checking out the microwave, the tech said that it needed a new diode and motherboard, a costly repair for an older microwave. He said Choice would contact me. Choice called me on Sept. 8 and informed me that my microwave would not be covered because, according to Choice, it is a countertop model microwave. I told the supervisor, and later her manager, that our microwave is built in to custom cabinetry which was cut to fit this microwave, was installed with a "built-in kit", and is surrounded by a stainless steel trim kit which is manufactured for built-in microwave applications. The microwave is built-into custom cabinetry and could not be taken with us if we moved because it would involve dismantling the trim kit and unscrewing the microwave from it's built-in kit, not simply unplugging it and taking it.

Choice is simply trying to get out of repairing or replacing the microwave by claiming that it is a countertop model, when it is a versatile model that Dacor describes as being "perfect for built-in application" and which was purchased with the proper and necessary accessories (built-in kit and trim kit) to make it a built-in unit. Even the contractor who came and looked at it told Choice that the microwave is built-in, but Choice claims the microwave is a countertop unit. It is not. It is a high-end microwave around which the cabinetry was built and modified to be built-in. A countertop model would be one where I could simply unplug the microwave and take it with me if I sold the house.Desired Settlement: I want Choice to repair or replace the microwave as per their responsibility. According to [redacted] real estate law:

Whether an item of personal property has been so permanently attached as to constitute realty is a question of fact. Juries consider three factors when determining whether personal property has become real property:

1. Will the property damaged by removal? If so, to what extent? (This question determines the mode and sufficiency of attachment.) - Yes. Removal involves detaching trim kit and unscrewing microwave from built-in kit with which it was sold, leaving a hole

2. Is the item customized for the property, or is it standard? (This determines the adaption of the item to the use of purpose of the realty.) - The cabinetry was customized to fit this exact microwave

3. Was the installation intended to be permanent or temporary?(This question addresses the intention of the party who attached the item to the realty. - The installation was intended to be built-in and permanent

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/useragreement.com.Upon review of your claim for your microwave unit, it was stated by the provider that the unit is not a built in unit. The serial numbers along with the model numbers, when looking up the type of unit it is (DACOR) shows that this is not a built in unit. Since this unit is not a built in microwave, CHW cannot provide coverage. Your unit is a counter-top that is built into the wall and per our policy Section D Coverage #9 will state that CHW doesn’t cover counter-top units.We do apologize for any frustration that this has caused you. We urge our customers to read our policy , if you should have any questions or concerns please contact us.Thank you,CHW Dispute Processing Team

Review: Choice Home Warranty refuses to honor their home warranty plan. I have been filing claims on my HVAC unit with CHW since 2013. There were times when they would pay to part of the service and not the other. Each time a service technician has come out they repaired the unit. In 2013 they the technician replace the compressor and I had to pay over $400.00 for freon. However they paid for the freon in 09/2015 from another service call. Then a claim was filed again in 10//2015, they sent out another technician who reported that the unit needed several replacement parts and CHW rep told him during the authorization process that they would look into repairing it. The next week I was informed by CHW they would not be replacing it. I called the AC company and asked what was written on the report that the technician turned in and was told that they could not read the report but would have him to call me. I never did hear anything from the technician. Later on that week the AC company called to inform me that would be sending someone out to repair my unit. When the technician arrived he said he had to take some pictures. I allowed him to do so and he then asked me to pay the $45 co-pay and I refused. He and I debated about the copay, I called his company and was told that I needed to take that up with CHW. I called CHW and they knew nothing about another service call. The technician proceeded to follow me to a neighbors home to tell me to wait until his supervisor came. I did not and left. When I returned home I found out that he did not reconnect my thermostat. Called CHW and they said the claim on my AC unit was closed. I had to find a neighbor to go into the attic to fix the thermostat so I could at least have some hot air circulating. It seems to me the contractors are working in favor of CHW and not in the best interest of the clients. It is clear to all that CHW will only pay for repairs and replacement of low cost items...the freon issue supports the my theory.Desired Settlement: To replace my HVAC unit as that is the reason for purchasing a home warranty contract.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your Air Conditioning System, we do see that the technician stated that the unit had failed due to the evaporator coil was rusted and leaking from that area of rust. Per our policy Section F. Limitations of Liability #1 states that CHW is not responsible for failures due to rust. We did offer for you to have your own technician provide us with a diagnosis and if that diagnosis was different than what we were told, we would review the claim.We also see that you had spoken to our mediation department and they tried to assist you with a goodwill offer of providing to you the evaporator and you would be responsible for the remainder of the repair. You did decline this offer and requested it to remain as a non-covered claim without any goodwill.CHW did try to assist you with this claim the best way that we could with the offer of a second opinion since you disagreed with the technicians diagnosis and we offered to assist you with a part. All of which you declined. Please note that by using the unit with the new thermostat that you have placed into the unit will continue to ruin the unit and make it fail completely. The unit is leaking and once the Freon is out the compressor will stop working. This claim is not covered by our policy but we do urge you to not use the unit for further damage will be done. We do regret your frustration with these claims however CHW is in full compliance with the terms and conditions of our policy. Respectfully,CHW

Review: My AC stopped cooling and I called Home Choice Warranty. The AC tech who originally installed the unit 12 years ago- came out and determined that there was no fix. He called CHW and advised of the diagnosis. I was informed that this was just normal wear and tear and nothing I could have done different. CHW responded by denying my claim saying it was due to lack of maintenance. I asked to speak to a manager who requested that I submit my maintenance records which I did dated Aug. 2014. CHW then says the maintenance record did not list the serial number or model number of my unit- which it did and that I had a freon leak that was never repaired. I don't now how they came to that conclusion if the maintenance record does not state nor imply that. It was simply routine maintenance that was done on my unit shortly after I purchased my house. I spoke to another manager- [redacted] who advised she'd try to get it resolved. I called again and was simply told it wouldn't be covered. No explanation. This was on Wednesday, I asked to speak to another manager who they said would return my call in 24-48 hours- I have yet to hear back from anyone. I sent an email to [redacted] on 10/27- who's info appears on this website and I also called and left her a message but she has yet to return my call or even acknowledge my email. I will also file a complaint with the Department of Insurance and suggest those in similar situations do the same.Desired Settlement: I want my unit replaced as per my contract with CHW

Business

Response:

Dear [redacted], Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]Upon review of your policy that has started with us on 9/19/15, we see that you had placed a claim for your Air Conditioning System on 10/23/15. We see that you had your own technician come to your home and diagnose your unit. Upon diagnosis it was explained that the compressor had gone bad and the Freon had gone bad due to the compressor.We did advise you that this was a lack of proper maintenance and per the documents that you had sent to us do not show that the unit was maintained properly. We see that you had the unit recharged but not repaired, the unit had a leak that was not addressed or fixed and lastly these documents do not show the serial number or model of the unit therefore we don’t know if this was for the unit that had failed. Please see Section F. Limitations of Liability 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.Also, per our policy, you had tried to dispute your claim and sent me an email. Our policy states that CHW does have 30 days to dispute a claim and allow me to review. I do apologize if you were not familiar with that section but please view Section G. Mediation.Since you disagree with the outcome of this claim hence our policy, CHW will be happy to reimburse you the funds you paid for the policy $133.50. Kindly contact anyone in our office as the notations will be on your policy that you have agreed to a full refund.We do regret your frustration with this claim however CHW is in full compliance with our policy’s terms and conditions. Respectfully,[redacted].CHW

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

The first technician they assigned had a scheduling delay, so I called and the company appointed a new technician. It took a few hours but everything got handled to my satisfaction.
I have used this company before with great satisfaction.

Choice Home Warranty promptly addressed my issue and had a plumber at my house the next day, even though it was not an emergency. The plumbing company that performed the service was courteous, left once to purchase the equipment they would need to complete the job, reviewed the work performed after service, and cleaned up after themselves. I look forward to working with them for any future needs.