Choice Home Warranty

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: 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

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

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

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: 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: 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: 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: 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 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: 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: 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 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: 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: 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: 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: 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: 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: Six weeks ago my refrigerator went out. CHW used a vague loophole to justify not paying for the replacement. Finally, someone identifying themselves as a manager agreed to pay $150 for the sake of customer service. This is less than half of what I was due, but I agreed to accept their offer & move one. In a month when I had not received my money, I called to inquire about the status of my check. I was advised that they don't know why the ball was dropped, but my check had not been processed. They apologized, but said that it will take another month. When I objected, I was told ok, 10- 14 days. To date, no check.Desired Settlement: Ideally they should replace refrigerator or at least pay me the $150 immediately.

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 this claim, I do see that it was a non-covered claim and CHW has agreed to provide you with a goodwill offer in the amount of $150.00. We do apologize for the mishap that had happened but unfortunately we are not able to cover the cost of the non-covered claim due to the check not being sent out on time. We do see that the check has been mailed and you should be receiving it shortly.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. Best regards,CHW

Review: I had a contract with Choice Home Warranty. I had a problem with a dishwasher, and they sent a representative to fix it. He totally destroyed my dishwasher. I called Choice Home, and they agreed to send me a check for $300 towards a new dishwasher within 30 days. I never received the check and it cost me $800 for a new dishwasher. This company is unreliable and they have a poor work force. They do not live up to their contract. Do not buy a contract with them.Desired Settlement: I would like the $300 check that I was promised.

Business

Response:

Dear Mr. [redacted]:

Per our conversation, I will be sending you a release agreement to be signed and you will then sign and return back to me via email at [redacted] or fax: ###-###-#### and a check in the amount of $300.00 will be issued to you.

Thank you,

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.

I have sent the release form back to Choice Home, and they said that I will receive a check within 30 days.

Regards,