Choice Home Warranty

I am rejecting this response because:If you would send a second plumber out without me having to pay other claim fee I would be glad to allow that, but you won't do thatI have to pay another claim fee. All you will do, based on your past record of work is stand behind a falsified documentWhat the plumber turned into you and what he left for me is an order form were two different thingsWhen confronted you sited with a plumber that lied about his report to you. And then you sited the contract that only applies to the original equipment or a motorized piece of equipment.The bottom line is that Choice Home Warranty is a company that has little integrity and does not support the "paying" customers and gets away with shotty at best work. I will be changing back to my origianl home warranty company at the beginning of the yearI do not care if I pay more for a service call, they at least treated the customer with honor and integrity.All I want is for this to be on Choice Home Warranty business report because they are a poorly run company.I do not want to receive any more transactions from you unless you are going to refund my service fee

We apologize for the frustration this claim has caused you The information that you provided to CHW by the service provider stated there was no leak other than the bolts leaking due to improper installationUnfortunately, CHW does not cover failures that are caused by improper installation CHW advised that if you do not believe this diagnosis you can have a second opinion and send us that information for further review.The details of your situation are not representative of the 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

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home
Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy, we were happily able to assist you with the following claims:Claim # *** on 09/20/for your Washer in the amount of $232.63Claim # *** on 08/17/for your Water Heater in the amount of $62.00Claim # *** on 07/16/for your Dishwasher in the amount of $51.04Claim #***on 06/17/for your Water Heater in the amount of $180.00Claim #5*** on 05/17/for your Air Conditioning System in the amount of $105.00We regret your frustration with the outcome in regards to claim *** for your washing machine Upon the technicians diagnosis, he concluded that the unit had secondary damage from the previous claim; stated that the unit had water damage and the tub seals leaked allowing water into the bearings on the unit We requested a second opinion, in your best interest due to the fact that this technician did not seem confident in the diagnosis We dispatched a second technician and he too found the same issue; water damage due to the seal leaking He also found that the transmission was blown, the belt had oil all over it and the unit needs tub bearings.Per our policy, Section FLIMITATIONS OF LIABILITYWe 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 pressureYou agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damagesYour sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is lessYou agree that, in no event, will Our liability exceed $per contract item for access, diagnosis and repair or replacement.The details of your situation are not representative of the CHW customer experience We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

I am rejecting this response because: Before I canceledI talked to Superviser *** from C H W and I was told to call a Samsung repairman, Pay the bill, and Fax all the paper work to C H W for reimbursementI did on 11-14-at 11:11am Fax 1-732-520-and received conformation it was received by C H W, C H W also kept that money The company ADVISED me to cancel and get a refund, before C H W told me what the refund would be C H W should reinstate my account and not cancel me out

Complaint: ***
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 to 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 years it has been well maintain and the failure is due to being worn out. The Choice Home Warranty I purchased; Contract Number:*** Contract Term: 5/15/to 5/15/; Contract Type: Total Plan Coverage, including Heating System. CHW is also contending that paragraph FLIMITATIONS OF LIABILITY number 4, 8, and release them from the responsibility of their duty to uphold the contactNone 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 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 breakdownBut sooner or later, everything wears outWhether 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,
*** ***

I am rejecting this response because: AGAIN, we DID request refund....they told us they would send a waiver and never have sent itThey are telling you one thing, and then practicing something else, by holding off the client request and not refunding moneyI have called them several times, each time they say the same thing "we will refund", but have yet to do soThese people are thievesplease intercede on our behalf and insist that they copy you on the waiver they claim to be sending?
This can't possibly be legal and at least is bad business practiceThank you

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 regard to claim # ***, for your air conditioning claim Upon diagnosis, the service provider stated that the compressor on your unit has shorted to ground The technician stated that the unit had been running with low levels of Freon, which caused the compressor to fail When proper maintenance is performed on a system, Freon levels are measured and kept at the appropriate level Unfortunately, CHW policy does not cover failures that are due to lack of proper maintenance Please see section:FLIMITATIONS OF LIABILITYWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 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

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 in regards to claim #***, for your Water heater CHW assigned a service provider to your claim the same day the claim was placed CHW assigns the first available technician to get our customer’s the first available appointment However, we do not control the service provider’s scheduling as we don’t know the availability of neither the technicians nor the customers Per CHW policy, CHW is required to assign a service provider within the first hours, in this case a technician was assigned within hours of your claim being placed Please see section below:C SERVICE CALLSUpon request for service, We will contact an authorized Service Provider within two (2) days during business hours and four (4) days on weekends and holidaysThe authorized Service Provider will contact You to schedule a mutually convenient appointment during business hours.We apologize for your inconvenience that has caused you to want to cancel your policy Per CHW policy, you would be entitled to a prorated refund minus $cancellation fee and any fees that CHW incurred during your coverage Please contact our cancellations department if you would like to cancel your policy Please see section below:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. The details of your situation are not representative of the 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

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 *** We regret your frustration with the outcome in regards to claim# ***, for your *** Upon diagnosis, the service provider stated that your unit’s pump seal is worn out He stated that this is an overtime failure that could not have developed in the lifetime of the policy The technician also pointed out that are ceiling stains that show a leak CHW is not accusing you of knowing there was an issue with your system However per CHW policy, known or unknown pre-existing issues are not covered.Please see below:ACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditions.FLIMITATIONS OF LIABITYThe 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 conditionsWe will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.We understand if you do not agree with CHW policy and in light of good customer service we offered you a full refund of your policy.The details of your situation are not representative of the 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

Per your request, CHW as agreed to refund you your policy We have been trying to get in contact with you in regards to this matter Please contact us at ###-###-####.The details of your situation are not representative of the 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

We apologize for the frustration that you have encountered with this claim We understand that having your unit repaired in a timely manner is very important However, we do apologize we cannot control the length of time for a part to be delivered for the repair of your system Please see below section:FLIMITATIONS OF LIABITYWe are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposalWe are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.The details of your situation are not representative of the 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

We first would like to apologize for the frustration you have encountered with this claim The information provided to us by the service provider assigned stated that your air conditioning unit has a Freon leak that is due to lack of proper maintenance While the part or the unit itself is covered under our policy, if the failures are not due to wear and tear, like lack of maintenance for example, is not covered under our policy In addition, CHW policy does not cover maintenance of any system or any failure that occur to a system due to the lack of proper maintenance. The details of your situation are not representative of the 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

I am rejecting this response because:
Choice Home Warranty's claim that "thermal control valves" are not covered under Air Condition and Heating sections is false. Under air conditioning it does state "thermal control valves" as excluded. It DOES NOT state "thermal control valves" under heating. It specifical states under heating systems - ALL componments required for the operation of the heating system ARE covered. "Thermal Control Valvle" are NOT specificially identified under the excluded items in Heating systems.I not only wish for my warranty to be cancelled, I want a refund of ALL monthly premiums paid to date

Complaint: ***
I am rejecting this response because: I have a policy with choice home warranty. They have failed to pay a claim that was made. I have requested refund of policy premium as my policy was void for claim. Choice has verbally agreed to this. I am waiting to have this verified

I am rejecting this response because: The terminology used is not clear It is not layman language that a customer could identify with I looked up the term "arcing" and could not find a true a workable definition ( ARC -Noun curve, section of circle visible part of astronomical path, electrical discharge same as island arc) of the word This is just their terminology used to get out of taking care of their stated responsibility First I was told that I was negligent in using the microwave When I questioned that, I was then told it was ARCING.This is a convenient loophole for the company because if they want to say an electrical discharge, every time an electrical appliance comes on there is an electrical discharge If there were not an electrical discharge, I would let the power company know that I have no power On the day that the microwave went out, there was no rain, thunder or lighting The company wants to customer satisfaction until a claim is filed I would like for the microwave to be replaced or a full refund or my money plus $service fee That will be customer satisfaction

I do apologize that you may have misunderstood the last response that was sent to you Our policy states that every unit that comes into contract has to be in proper working order the day the policy/contract term begins Your policy started days prior to you placing the claim for your unit (Your contract term started 1/17/and you filed a claim on 1/22/stating that your unit stopped working on 1/20/15) Our service provider explained to our in house technicians what the issue was with your unit Our in house technicians confirmed that this issue cannot happen within days of the policy; therefore you entered the contract with a unit that was not in proper working order We do understand that you may not have known this was an issue but our policy does state that we do not cover known or unknown pre-existing conditions, which this clearly was Please refer to our policy and see sections:FLIMITATIONS OF LIABILITY “… known or unknown pre-existing conditions.”Section ACoverage Are in place and in proper working order on the effective date of this home warranty contract.We do provide you days to ensure that all the units in your home are in proper working order, hence the day waiting period. Section BCOVERAGE PERIODCoverage starts days after acceptance of application by Us and receipt of applicable contract fees and continues for days from that date.Once again, we do apologize that we were unable to assist you with this claim and we are very sorry that you chose to cancel your policy with CHW Please feel free to look at the policy that is on our website for any other questions regarding this claim at www.choicehomewarranty.com/useragreement.Respectfully,CHW

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 AC unit, it appears that you had placed a claim for this unit once on 2/5/and then again on 4/6/We do apologize for the frustration that you are experiencing but we are unable to cover the cost of this claim due to the fact that the clam that was submitted on 2/5/was not properly fixed and it was previously denied for a lack of maintenance The claim that you submitted on 4/6/was for the same unit and within the months, even if you had cleaned the coil in the unit, the damage had already been done A clogged coil is a restriction to the airflow causing the unit to overheat Also, running the unit on low Freon will make the compressor short out and die due the lack of lubrication Maintenance and cleaning should be done every year to ensure the proper function and quality of the unit There was also colored dye in the unit showing that the unit does have a Freon leak and you had a leak test done but this was not the proper leak test as per the manufacture specifications and can also contaminate the Freon, that will further damage the compressor.Per our policy, CHW does not cover units that are not maintained properlyPlease see section:FLIMITATIONS OF LIABILITYCHW is not responsible for the repair of any cosmetic defects or performance of routine maintenanceCHW 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 pressureCHW is not liable for or routine maintenanceCHW will not pay for repairs or failures that result from the contract holder’s failure to perform or routine maintenanceFor 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.However, we did offer you a Goodwill Gesture to assist with this claim, which you declined We are very sorry but there would be nothing further that CHW could do at this time. The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused.Sincerely yours,CHW

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

Dear Consumer, Although CHW has already sent out $towards this repair CHW is willing as a gesture of good faith to offer you a full refund of $225.00. Please be so kind as to affirm acceptance and we will be happy to issue a check to your attention and consider the matter resolved

Complaint: ***
I am rejecting this response because I was told several different thingsOne of them being that they would send another service provider to check the problemI was on a three way when Mr*** (HVAC owner) called in and spoke to an authorization representative who in fact told him that they would send someone else out to confirm the problemListening to the call, Mr*** stated that he was sent sure which one called the other to failI said this several times and the representatives and manager kept interrupting his word and saying the gas value caused the circuit board to go out which he did not accurate concludedThis company is a complete rip off and I have told several people who I referred to cancel their business with this rip off company
Regards,
*** ***