Choice Home Warranty

Review: Three months into contract, a claim for service on my air conditioning units in July 2012. A service provider serviced the units and said the coils needed to be replaced. The company had contractors from Atlanta, Ga inspect the system because they disagreed and refused to pay the cost of the first technician. The sub-contractors that Choice sent, took the system apart, serviced and repaired everything and stated the coils didn't need to be replaced and that everything was fine with the system (no leaks or damage that they could find). After a lengthy conversation with a supervisor at Choice, we were reimbursed $105.00(?) out of a $440.00(?) repair, not to mention the additional monies we had to pay to the sub-contractors. In March 2013, we had a problem with the heating system, system we have is both AC/Heat. A provider came out, serviced system and Choice paid the claim. June 6, 2013, we switched from heat to A/C and had a problem again. Choice sent a provider out that did not work with Choice anymore so we had to pay the full bill ($135.00). When I submitted for reimbursement, I was finally informed 30 July 2013 that the claim would not be paid because it was a pre-existing condition and would never be paid if we had problems with that system and we didn't take steps to fix the problem first. This led me to explaining to "[redacted]" at Choice (###-###-#### ext: [redacted]), that Choice's people fixed everything and that there was nothing wrong with the system. She re-iterated pre-existing and that we needed to fix it before they would pay. How can I fix what their own people told me was not broken? This is not the only time I have had this kind of run in with this company. This company did not do a home inspection prior to taking my money for a contract. My home was covered by another warranty company prior to switching to Choice. Three months after signing with Choice, my A/C units quit working and they claim pre-existing condition and refuse to pay.Desired Settlement: I would like to be reimbursed my money. 4 July 2012 : $440 - $45.00 (deduct) - $105 reimburse = $290.00, 15 July 2012: $250.00 Ck # 2622 to J&R App, 6 Jun 2013: $135.00 - $45.00 (deduct) = $95.00 Plus I am only getting reimbursed $130.00? for cancellation of $341.25 policy which I am only 2 months into.

Business

Response:

The details of your situation are not representative of the normal CHW customer

experience and we sincerely regret your frustration and discomfort.

We are committed to providing a positive customer experience and doing the

right thing for all our customers, contractors and employees. We take customer

feedback very seriously. Among other things, it’s an important component in how

we rate our contractors.

Choice Home Warranty provides home warranty service coverage on the systems and

appliances listed as “included” under the terms of the User Agreement. It

is important to read and understand the coverage and terms offered by CHW.

Your air conditioning claim was originally denied on 7/5/12 due Rust which caused your evaporator coil to leak, rather than replace your coils you decided to recharge them with freon. You were reimbursed $140 for other covered components that failed at the time.

When you attempted to re-file your claim on 5/26/13 you were told the leaks in the coil stills exists which is still not covered by the policy.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Claim originally filed on 7/5/12 was reimbursement for $440.00 less $45.00 deductible. I, the customer paid the initial bill due to CHW informing me that it would be a week until they could get someone out there to fix anything. I was instructed to get an authorized technician to fix the A/C and then CHW would reimburse me. When I informed them that the technician stated the coils would need to be replaced due to a leak, CHW stated they would not replace the coils due to it being a "pre-existing condition". I challenged this and stated this property had been covered by a warranty for 8 years prior to us switching to CHW and that there were never any problems, all maintenance and cleaning required to be done by the homeowner had been done. I was told that "things do not just quit working and there had to be a problem already started". This was also 3 months after purchasing a policy with CHW.

Unknown to both myself and CHW, the technician stated there was a leak in the coils and would need to be replaced. This was false, the technician in question, which I reported later, was padding his bill and stating things that needed to be done which didn't. There was never any mention of rust.

After getting into a heated argument with CHW and legal action threatened, CHW sent [redacted] out of Atlanta, Ga to my residence on 22 July 12 and the technicians took the whole system apart and inspected everything. There was no leak found, no mention of rust and I was informed that everything was working perfectly. I paid [redacted] $250.00 for their services and everything was reported to CHW that there was no leak, no rust or anything out of the ordinary. CHW never responded to this input.

In March of this year, 2013, I put in a request due to the heat not working properly. CHW sent a technician and repaired the system and CHW paid the claim. DID I MENTION THAT THIS IS A AC/HEAT SYSTEM? FLIP THE SWITCH FROM HOT TO COLD, SAME COMPONENTS RUN BOTH!

On 6 June 2013, I submitted a request for servicing on the A/C and and CHW sent a company that did not accept CHW anymore. I had to pay to the full amount and request reimbursement again from CHW. This time I was told that the claim would not be paid due to a leak that was never fixed (5 July 2012 leak) and that they would not ever pay again until I fixed the system and reported it back to them. IT WAS FIXED ON 22 JULY 2012 BY THE TECHNICIANS THEY SENT ([redacted] FROM ATLANTA, GA AND REPORTED TO THEM!)

I purchased this warranty in good faith and have had nothing but misleading double talk or no communication whatsoever from this company.

Regards,

Business

Response:

Dear [redacted],

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

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

- 6/30/2012, CLAIM #[redacted], Air Conditioning Unit, $140.00

- 12/09/2012, CLAIM #[redacted], Washer, $238.82

- 3/18/2013, CLAIM#[redacted], Heating Unit, $159.00

On 6/30/2012, CHW issued a goodwill for the amount $140 towards a recharge of the air conditioning unit, though it was discovered that the capacitor on the unit was bad and there has been leaks in the evaporation coils. The claim was denied due to pre-existing conditions, but as a courtesy CHW recharged the unit with Freon.

We regret your frustration with the outcome in regard to claim # [redacted], for the Air Conditioning/Heating Unit blowing hot air. However, upon review this is a non-covered item as described in Section F. Limitations and Liability of the Term of Agreement:

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..

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Review: Choice Home Warranty would not accept a claim for a replacement washer. The service technician said that the washing machine required the transmission to be replaced and estimated the price at $800.00. Home Choice warranty contacted me and informed me that the claim was not able to be processed due to the fact that water had come in contact with the parts and as a result that voided the coverage. Would it be reasonable to expect that a washing machine would have the direct association of water?I have been a policy holder for many years and am frustrated by the lack of service when I have paid monthly for this very type of repair or replacement of appliances. What is this service for and is this company falsely representing themselves as warranty protection when they have no intention of ever paying out a claim when the homeowner is facing a major repair or the replacement of an appliance.Desired Settlement: I feel that the insurance that I have paid for should be there when I need it. A portion of the replacement cost should be paid. I have just paid $800.00 for a new washing machine as the other one was beyond repair. The policy states that the only exclusions of the policy are, Plastic mini tubs, Soap dispensers, Filter Screens, Knobs and Dials, Door Seals, Hinges, Glass, Leveling and Balancing, Damage to clothing. I had recently replaced the pump on the same machine and no corrosion was noted.

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 wayto protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . Upon review of your account it appears that we have processed and approved the following claims:7/10/2012, Claim # [redacted], Washer, $205.561/11/2013, Claim # [redacted], Water Heater, $265.007/07/2013, Claim # [redacted], Air Conditioning, $128.50We regret your frustration with the outcome in regard to claim # [redacted] for the non-functioning washer. However, upon review this is a non-covereditem as described in F. 1. & 8. of the Terms of Agreement: 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) collapsedductwork, (iii) known or unknown pre-existing conditions.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain asspecified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soilsettlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.This information was communicated to you on 10/15/2013. The on-site technician’s diagnosis indicated that the gear box was corroded due to water entering the unit because of a badseal. The warranty covers for mechanical failures due to normal wear and tear. The details of your situation are not representative of the normal Choice Home Warranty customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Sincerely,Choice Home Warranty

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We entered into a contract with Choice Home Warranty, on March 26, 2013, to provide warranty service for our home. This contract included coverage for our home air conditioning unit, as described in Paragraph 4 of their Home Service Agreement.

On Saturday June 29, 2013, we contacted Choice Home Warranty and they sent their HVAC contractor ([redacted] of [redacted]) out that evening. Their contractor then told us that the air conditioner needed a new condenser unit and that he would recommend that the unit be replaced in its entirety, since it was no longer functional. After hearing nothing, we called Choice Home Warranty (July 1 at approximately 9am MDT - noon EDT) and they had not yet received the report from the contractor, [redacted]. We called again at approx Noon MDT - 3pm EDT and were that were denying the claim because the equipment had not been properly maintained.

We called the contractor, [redacted], and he reported that he did communicate to Choice Home Warranty that our unit had been properly maintained. We sent what files we had to Choice to prove that we did properly maintain the unit.

We live in Phoenix, Arizona and not only is it 94 degrees in the home, I am a chocolatier, working out of my home and all of our bulk chocolate and finished product has been damaged due to the excessive heat and since chocolate has to be maintained at a temperature below 80 degrees, I cannot produce more product and, therefore, cannot work.Desired Settlement: We want Choice Home Warranty to honor their contract with us and replace our HVAC unit ASAP, or to be reimbursed for a replacement unit.

Business

Response:

The details of your situation are not representative of the normal CHW customer

experience and we sincerely regret your frustration and discomfort.

We are committed to providing a positive customer experience and doing the

right thing for all our customers, contractors and employees. We take customer

feedback very seriously. Among other things, it’s an important component in how

we rate our contractors.

Choice Home Warranty provides home warranty service coverage on the systems and

appliances listed as “included” under the terms of the User Agreement. It

is important to read and understand the coverage and terms offered by CHW.

Your air conditioning system claim was not covered as the history documents you have sent in show a constant recharging of refrigerant over the years.

Rather than fix the apparent refrigerant leak, you chose to recharge it. This leak is clearly pre-existing to CHW's effective start date.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Contrary to this company's response, Choice Home Warranty (CWH) has a very poor business reputation. Any claims to the contrary are false and deceptive and this company is attempting to deceive the Revdex.com.

They were extremely rude and used several delay tactics when we put in a claim. Their Internet enticement to purchase their services, is highly deceptive and we have filed a complaint with both the NJ Attorney General, who has a file on this company, a complaint was also filed with the Federal Trade Commission.

Choice Home Warranty's contract clearly states "All CHW Service Vendors are pre-screened, licensed, and independently insured.". This is a falsehood. The unlicensed, uninsured technician they sent to our home recharged the Freon in our system. Now CHW claims that this is an action for which we should be faulted. If it was damaging to our air conditioning unit, to add Freon, then they had the contractual responsibility to have the unit properly repaired at that point. They did not.

The two technicians they sent to our home were neither licensed nor insured, as per our contract with CHW. We contend that their unlicensed uninsured technician was responsible for causing our air conditioning unit to fail, due to inexperience and ineptitude, when he added the Freon.

CHW violated our contract.

Regards,

Business

Response:

The freon leak in your system existed prior to you joining CHW, this is confirmed through your documentation received.

It is not CHW's responsibility to repair or replace a component that clearly had pre-existing conditions.

We are sorry we could not assist you.

Review: On 10/7/2015 I initiated a claim as my dishwasher was turning on and off on it's own. They sent a technician who diagnosed that it was a board that needed to be replaced. No sooner then it had been diagnosed within 10 minutes it was determined that the replacement board was unavailable. And they offered $250 to replace the dishwasher. I called the dishwasher company and unlike what CHW said, there is no shortage of parts. I called CHW and all they are doing is hiding behind some fine print saying that their obligation, if no part is available to just give me the cost of what they think they might have been to fix it. I called and told them the board is available and the technician to fix it would cost under $500 and they maintain they are only responsible for giving me $250. Despite the agreement that says a) they are responsible to fix it up to a cost of $1,500 and despite the part actually being available.

So I tried one more time and spoke to [redacted] today, who is alternately a supervisor or part of an escalation team...She just was being busy firmly repeating paragraph 8 or 9 of the fine print that they do not have to fix anything or just pay $250 and be done with it. And I need to accept whatever they decide. And they are deciding $250...despite the fact that the part (which they could not find) itself costing almost that amount.. I am not sure why CHW wants to just inflict aggravation on customers when they could just do what they should in the first place. Just get the part and fix it which is the service I was buying when I paid for the contract... So it was no surprise that when [redacted] called back saying she is still only offering the same $250 as before today's conversation. Oh, and she made sure to tell me that she is the final authority. Take it or leave it, that is all they are required, or all they will do. It is unacceptable and I want the money to get the technician to fix it.Desired Settlement: It should have been fixed a long time ago. You should have taken the time to research and get the board and have the technician come and fix it.

Now I need for you to authorize reimbursing me for getting the part and for getting a technician to fix it. I was quoted approximately $450 for the repair. (part included)

Business

Response:

Dear [redacted]Per our policy Section F. Limitations of Liability #9 statesWe have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.This being said, CHW has offered you the amount of $250.00 for this unit, you do not have to accept this offer but it is the offer that we have given to you. This amount was based upon the total cost for the part. If you feel as though this is the same amount that you stated you can get the part for as we cannot, you could use the funds to do so. CHW has not denied your claim and we have fulfilled our obligation to you by providing to you what is stated in our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: this is a repeat of the same statements your people have made before and nothing changed here. You are clearly lying about the part and clealy shrugging off the responsibilty based on the contract you made with me.

The paragraph you quote.....does not say that you do not need to pay for the repair. Unlike what you told me that part is not available it is available. And you should have fixed it. And worse yet is even if the part were to be unavailable (which I wrote is a lie) you are required by your paragraph 9 to pay for the PART + THE COST TO INSTALL IT....$250 Would not cover that either that would have been around $500.The paragraph you quote says.. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color..in order to replace it, I am not asking for color or measurements...but I am asking for replacement of similar features, capacity..the fisher pakel is a dual bin dishwasher, with many features....and the only replacement would cost approximately $1,200.It is only in the forst 30 days of the contract that you have more wiggle room, we have had the contrract a long time more than that.So it should have been repaired but now it will need to be replaced. Please issue a check for the dishwasher to be replaced.

Regards,

Abe [redacted]

Business

Response:

Dear Sir,Please refer to your policy Section F. Limitations of Liability #9 that states " . We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component."CHW has offered you $250 in lieu of repair, we will be happy to increase the offer for you as we cannot locate the exact part that is needed. If you can, you could use the funds to have the unit fixed but please note that the unit will not be covered after a repair since we have chosen to pay money towards a new unit. We will be happy to increase your offer to $350.00 for you. Thank you ,CHW

Very good service

Review: I am a customer of Choice Home Warranty since January of 2013 for two properties, my normal residence and my rental property. In June, my heat pump (AC) unit failed at my rental unit and I called CHW to submit a service request. An appointment was made an their vendor stated that AC failure was due to freon leak, there was no freon in the AC unit. They advised that I had to pay for a leak detection test and that I could use my own vendor. I did so and submitted a report from vendor recommending a replacement since leak is due to indoor evaporate coil that is difficult to repair and given age of unit (over 20 years old). CHW then tells me that I needed to submit photos of the leak. I refused to pay for another vendor to go to property since they never told me of the requirement of photos in advance. CHW paid to have their vendor go to property to take pictures. Now that they have the pictures, they tell me its a maintenance issue and that my AC unit is not covered under warranty. I told them that the AC unit was maintenance in February 2014 (4 months ago) and I submitted the proof of invoice that unit was serviced and all coils were cleaned. Now CHW is telling me that I'm still not covered under warranty because my AC unit was not properly maintenance due to my coils being excessively dirty. Again, this is a rental property and under MD law its considered an emergency when tenant does not have AC. The tenants can file a claim with county against me for this so time is of the essence. This process has taken over 3 weeks and CHW refuses to honor my warranty.Desired Settlement: Complete replacement and installation of new heat pump (AC/Heat) unit of my choice (reliable name brand unit -Bryant)

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# [redacted] for your Air Conditioning System, CHW assigned All About Appliance Service to diagnose your unit on 6/10/14. Upon diagnosis it was found that the unit had a leak in the evaporator coil due to lack of maintance. The pictures that were provided clearly show that the unit was not maintanced properly.

Please see Section F. LIMITATIONS OF LIABILITY

4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.

12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.

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: I provided proof of maintenance performed in February 2014. My heat pump system is over 15 years old and due to break down anytime. A dirty coil does not cause a leak.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The pictures I receivedfrom vendor show that the outside condenser coil was dirtynot the inside evaporator coil. I specifically requested CHW to send me those pictures and they never did. I had to call the vendor to get copies of pictures. I provided CHW with proof ofmaintenance and owner should not be held liable if maintenancewas not done properly. The owner does not have industry knowledgeto know the difference, when work was performed properly. I paid fora service to safeguard my property against such emergencies. I didnot receive the service I paid for.

Regards,

Business

Response:

We do apologize for the frustration of this claim, per our policy Section F. LIMITATIONS OF LIABILITY

4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.

12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.

Unfortunately, CHW does expect the customer to have a licence service provider perform maintenance on the systems in the home. This is not something that CHW does for our customers, please see our website with our user agreement at www.choicehomewarranty.com/useragrement.

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

Respectfully,

CHW

Review: I have had a home warranty with choice home warranty since 2011, with no claims for service. This week my a/c went out and I called them to send a service technician out to the home for repairs. The technician determined that the unit had a leak in the coils and there is an issue with the compressor. They determined that because of the age of the unit that it needs to be replaced instead of repairing. Choice home warranty has denied the claim and not made any offer to make any repair to the unit stating that this is a maintenance issue. the Escalation manager that I spoke with was rude and more concerned with the time that she get off work then try to assist me with my claim. The company didn't offer to cash out the policy to pay something towards the new unit or repairs. Just simply denied. The agent Regina was smug and seemed very happy to tell me that the claim was denied and refused to transfer me to someone else explaining that she was the highest chain in command . this was by far the worst customer service I have ever experienced. The business is just looking to collect money and not do anything when it is time for them to do what they advertise that they do.Desired Settlement: I would like my a/c unit repaired. If not repaired I would like my home warranty cashed out with this company so that I can apply the money that I have been wastefully paying to them towards the repair or replacement of my ac unit. By the way it is July in [redacted]. So much for the company being there when you need them

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, I do see that CHW is assisting with the repair of the unit as a goodwill gesture. This was originally not a covered claim. I do apologize for the supervisor that you had spoken to and did bring this to her manager’s attention. We do not condone that type of behavior and this will be addressed.We do see that your repairs are pending on the schedule that you are to make with the technician. The parts will be in stock and you can schedule your time with him.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

The serviceman "Ray" was very professional & courteous. He quickly identified the problem then proceeded to make the necessary repairs.

Service was quick and painless! There were no issues with servicing my request. CHOICE honored our contract. Will definitely continue our business relationship!!

Review: I bought a one year warranty service from Choice Home Warranty. I called in a service call for my dishwasher which was not cleaning the glasses or cups. On 12/28/2015 a tech from [redacted] came out and said it was a pump and that he would check on getting the parts for this unit. He could not fix the dishwasher so he notified Choice home warranty. They called me and originally offered me $180 to get a replacement. When I complained they upped it to $230.00. I advised according to contract they were to provide a comparable unit. She said she would see what the unit would be and call me back. After numerous phone calls I was finally advised they would put in a [redacted]. I check on the model and it is less than desirable, has bad reviews as far as cleaning and unit itself is flimsy. I called them back and said I was going to order my own and felt they should give me at least $300 towards a "comparable" unit. My unit is a [redacted] and is approx 23 years old The [redacted] has less features and will fall apart in a year. I spoke to a supervisor , a manager and they were rude and said $230 is all I would get and that I had to pay for my own installation. I already provided $60 for a tech to come and say yep I can't fix it you will need a new unit, now not only do I have to pay for a unit that will at least work for more than a year, I have to pay for installation. Contract states "We are responsible for INSTALLING replacement equipment of similar features, capacity and efficiency but not for matching dimensions, color or brand". This is a clear violation of their contract. I felt like I was on "[redacted] and going back and forth to get reimbursement and than find out they will not install a new unit? Had I taken their substandard unit they would have installed it. This is a terrible company to do business withDesired Settlement: I am requesting them to honor their contract. To provide installation on the unit I ordered as well as additional monies towards my purchase of a comparable dishwasher which they would not provide for me. They are violating the contract I signed and I would like them to honor it

Business

Response:

Dear Ms. [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, we do see that CHW has provided you with a payment in lieu of repair as 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. We did offer to provide you with a unit that you were not happy with, in this case we then offered to provide you with the funds. The amount that they had provided to you does not include installation because a repair would not have installation. CHW provided you with a check in the amount of $230.00. We would be happy to provide you with a onetime free service call fee for your next claim that you might have with our company. We have added the free service call fee to your policy, if you decline this offer please advise us and we will remove it. Thank you, CHW

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.

However, your contract states that i"We have the sole right to determine whether a covered system r appliance will be repaired or replace. WE ARE RESPONSIBLE FOR INSTALLING(I N S T A L L I N G) replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color." I am quoting #9 under "Limits of Liability". I did not accept your replacement because [redacted] has several recalls for units catching fire and the reviews of that model are not good, particularly stating not getting dishes clean. I chose the $$ instead of replacement and am having a unit delivered that is comparable to mine, not a unit with less features and bad reviews. Nowhere does it state that if I choose to have my own unit purchased to replace one YOU COULD NOT REPAIR that you would not cover installation of that unit. I have worked with other warranty companies and had to have an appliance replaced and I paid for anything above the cost of replacement(bringing it up to code) however they had the unit installed and had I bought my own unit, they would have installed it and given me $$ towards the new unit up to a certain amount.

Regards,

I have a issue with the company I was told that someone will contact me within 30 days to resolve my issue and nobody have contocted me after more than 30 days

Choice Home Warranty program is not honoring their contract to repair the heating unit at our property. Our tenants called us regarding an inoperative heater on 12.27.15. We contacted Choice who sent out Desert A/C, Inc. to our property. They stated that the unit needed a major repair or replacement. We were contacted by an employee of Choice Home Warranty yesterday (Malka, Employee # [redacted]) explaining that they were declining our claim for service for "lack of routine maintenance." The same tenant has occupied this home for several years and consistently changed the filters every three months since the installation of this unit and kept it in a good operating manner. Choice's employee Malka said that we are required to submit regular maintenance records to support our claim for repairs or their designated A/C provider would not cover the necessary repairs to the unit. I have a number of properties, to include my own residences, covered by other home warranty companies. I have gone through repairs/claims with all of these over 20+ years, to include a/c units, and have never had a claim denied or have I ever been requested to submit proof of ongoing maintenance. This irregular and frustrating practice has encouraged me to research your company's history and credibility, and I found it interesting that a government action in the state of New Jersey dated June 15, 2015, ruled against Choice in a Class Action Suit and directed that, "CHW and principals are prohibited from using the following business practices, among others: requesting maintenance records or other similar documents from consumers in the initial review of their claims" This explicitly prohibited set of documents is what your Choice requested from us. Additionally, Choice approved warranty work for repairs and maintenance of this air conditioning unit in August of 2015 without requiring maintenance records, which is a typical practice among other home warranty companies. Choice's approved service provider worked on the unit within the last six months, which should validate the condition of the unit in your Choice's records. The acceptable resolution is: 1) Authorization for repairs or replacement, if necessary (per the dispatched technician, Ferdinand, of [redacted] A/C, Inc., Ph: [redacted].) and 2) Cancel our policy and refund the remaining premium. I sent an email top Choice yesterday that if I did not hear from them today, I would: 1. File a complaint with the Revdex.com, 2. Advise the State of NJ of your failure to comply with their judicial ruling, 3. Notify the Consumer Affairs Division of the Arizona Department of Insurance of our complaint, 4. Express our complete dissatisfaction on social media and solicit inputs for a nationwide class action suit against your company. I am sure you understand the frustration we are experiencing in that we paid for a service that we are being refused. After checking online, it seems this is a common complaint with Choice's customers.

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

Review: We purchased a home appliance warranty from this company. Our oven broke due to using the self cleaning cycle. After 3 appliance repair companies and four months of being without a working stove, it was declared unrepairable. At which time the company offered a buy out for the stove of $590.00, which is only 1/4 of what it cost to replace it. We were told at the time of sign up that the company would replace any appliance that could not be repaired. When I pressed the person on the phone how they determined that the replacement cost was $590, I was told they have I wholesale guide that they use and would not be able to view the guide nor purchase a product based on their guide. My oven is a KitchenAid duel fuel, model # KDRP463LSS07.Desired Settlement: I would like the oven replaced as was agreed at the time of purchase of the plan.

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 have reviewed your claim for your oven and do see that we have provided you with an amount per our policy Section F. Limitations of Liability #16 that states 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.CHW has authorized a check in the amount of $590.00 that will be sent to you in 30 days of the authorized date. We understand that sometimes the amount is less than what you had paid for your unit but your unit was also 8 years old. CHW has provided you with the funds pursuant to our policy. When a customer signs up with our policy, they do have 30 days to review the policy at that time they are able to cancel the policy and receive a full refund. You have been with CHW since 2013 and we have covered $ 1936.82 in authorized claims, using the same policy that we have provided you with the funds for this claim.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

I am rejecting this response because: At the point of sale there is no mention of any "age" of the appliance effecting the replacement value of the unit. The amount that CHW has paid on other claims for other appliances has no bearing on this issue. The fact remains of how the "buy out" is never mentioned at the point of sale, in fact they make a big point on how any covered appliance will be replaced if it can not be repaired and they even make the point that they do not inspect or care the age of the appliance in there commercials. However, now it seems that age is a factor. The point being that the stove may be 8 years old but it has only been used for two years does not seem to be a factor. I'm still curious as to there "wholesale guide" that is used to determine the number of $590, where is this info coming from. The stove is a top of the line model for KitchenAid and as I stated in the original claim, their buy out is not even a quarter of the replacement cost.

Business

Response:

CHW has tried to have the technician’s that have come out to your home fix the unit as you had requested. The boards that they have installed did not work properly and would not fix the unit that you currently have. We did advise you that if the unit did not work properly after the new board was in place, that CHW would not be responsible for the repairs. As a good faith effort to assist you with this unit, CHW offered to provide you with funds in lieu of the repair of the unit. Please see 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.CHW has assisted you on previous claims and we do look forward to assisting you on future claims as well. We are following the guidelines of our policy as stated. CHW is in full compliance of the terms and conditions of our policy.Regards,CHW

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

Review: I have had Choice Home Warranty for my home for the past 2 years. When I purchased the contract I was told there would be a 45.00 fee for a tech. to come out and fix my issue. If for some reason an appliance/heater/AC ect could not be fixed it would then be replaced. I called and reported a claim for my AC unit on 7-23-15. A tech came out and serviced my unit saying it needed a new part. 3 weeks later the unit was doing the same thing. The same contractor came out and at that time told me I needed a new unit. He supplied everything needed to Choice home warranty to replace unit. I received a call an hour later saying what was broke had to do with normal wear and tear and they would not cover it because of that. They told me it was in my contract but when I had a conversation with one of the representatives about this they never said anything about an old unit and normal wear and tear. Why have insurance? The reason I have kept this insurance was because I knew my unit was 20 years old and if it could not get fixed it would be replaced. I believe I was mislead when I took this contract out and I was to believe no matter what it would be replaced if it couldn't be fixed. Now when I need the insurance I am told I will not be covered. This damage to this unit has nothing to do with me taking care of it, it is just not fixable. I feel I was miss lead by this company.Desired Settlement: I feel they should fix my unit out of good faith of having insurance and being a loyal customer. I have paid my insurance premium for 2 years. It's not fair to say something's not covered just because they don't want to make good on the 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 . Upon review of your claim, it states that the unit failed due to rust or corrosion. Per our policy, failures due to rust or corrosion are not a covered item. Please see Section F. Limitations of Liability #1 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.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Business

Response:

Per our policy, Section A. Coverage states that we are NOT an insurance company and we do not have the same policy or practice as one. Please see Section A. Coverage #3 NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, per our policy Section F. Limitations of Liability #1 states that CHW is not responsible for repairs related to rust.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.At the start of the contract, you were given 30 days to review the policy, to ensure that all of the units were in proper working order and that they were maintained per the manufacturer's specifications. If you did not agree with the policy within those 30 days, you were able to cancel for a refund. You did receive the policy, it was mailed and emailed to you also it is on our website for anyone to view. We urge our customers to read the policy rather than assume anything should or would be covered as we do state everything in the policy for you.We do regret your frustration with this claim but we are happy that we were able to assist you on your previous repairs. CHW has assisted you with $274.00 of authorized claims. We do understand that it is frustrating that this claim is not a covered claim and do apologize for your aggravation.Regards,CHW

Consumer

Response:

I have reviewed the response made by the business in reference to my complaint. I don't agree with this and will not renew my relationship with you. I will also let other people know what a scam this company is.

Review: I have had two claims in the past 2 weeks with a house we moved into one year ago in June. The home warranty came with the purchase of the home. This past week, the air conditioner was broken and we called the home warranty company. All three companies they referred us to did not return the phone calls. We placed a complaint with Choice Home Warranty, but nothing was done. We called our own service to have the air coditioning unit looked at, and he called CHW with the diagnosis. It apparently was not covered under our policy, even though the service rep we used for the diagnosis said it was not the issue CHW was denying service for. We had not had the AC unit serviced because we had just been here 1 year and the inspection stated unit was in working condition. We spoke with a manager, who when a Revdex.com complaint was mentioned, he hung up on us.

Today, we called regarding our microwave that would not turn off even though we did not turn it on. A service rep came out and called CHW with the diagnosis. Again, they refused our claim. I asked for a refund on the policy, since it seems they do not cover ANYTHING that is broken. The person I spoke with was rude and denied my refund, even though we paid for it with the purchase of this house. He also yelled at me and told me to " [redacted] off" when I expressed my anger with the poor service and customer service at CHW.Desired Settlement: I would like a refund on what I have paid because they do not cover anything that breaks. What's the purpose of a home warranty if everything is excluded???

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, I do see that we have covered the following claims:Claim # [redacted] for your Plumbing System in the amount of$294.00Claim # [redacted] for your Plumbing System in the amount of $54.95Claim # [redacted] for your Heating System in the amount of $140.00Claim # [redacted] for your Oven Stove Cook in the amount of $496.92Claim # [redacted] for your Microwave in the amount of $167.90I do see that you have placed 2 other claims with us, one for your AC and the other for your Microwave.Claim # [redacted] for your AC was a non-covered claim due to the fact that the technician stated that the unit “IS DRAWING HIGH AMPS - THE CONDENSER FAN MOTOR IS DRAWING HIGH AMPS - HIGH AMP –THIS IS DUE TO A LACK OF PROPER MAINTENANCE- CLOGGED COIL & DIRTY COIL MAKE THE UNIT OVERWORK.”Per our policy, we do not cover units that lack proper maintenance. Please see Section F. Limitations of Liability:4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.Claim # [redacted] for your Microwave was a non-covered claim due to the fact that the technician stated that the unit had “ARCED”. Per our policy Section D. COVERAGE:9. BUILT-IN MICROWAVEEXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.We understand your frustration and if you would like to cancel your policy with us as you stated, you would just have to follow the policy procedure, Section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. Unfortunately, since CHW has paid more out in claims than you have in the policy, you would not be entitled to a refund. You can cancel at any time that you feel as though you would want to.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I do not think that your people listened completely to the technicians when they explained the problem to you. I know for a fact that when the microwave technician spoke to CHW that they were short with him and did not let him explain completely before they cut him off. I think that you are doing your best not to pay for our claims. Again, what good is having a home warranty when you don't cover anything!!!!!!!! None of the claims you had paid out were while we were living here. They were all for the previous owner, none of which we were aware of. As fare as we are concerned, you have done nothing for us, besides make us sit on hold and deny our claims. The air conditioning technician never said the unit had not been serviced. We have been in this house just 1 year and the unit was part of the inspection. How can you be sure of what is going on if you are not here to inspect it yourself and don't listen to the experts. Also, the people you recommend don't return phone calls or show up for appointments! You have proven yourselves to be completely worthless and untrustworthy. I do not want to cancel because the fees were already paid and what good would that do us now. You did not address the portion of my complaint that your business is rude and we were hung up on twice. I am very dissatisfied with your LACK OF CUSTOMER SERVICE. It's horrible. In no way would I EVER recommend Choice Home Warranty based on your convenient lack of coverage and EXTREMELY POOR CUSTOMER SERVICE.

Regards,

Review: I purchased a home warranty from them on 12/3/14 in leau of renewing my other home warranty. I paid one third of the premium and they sent a policy effective when my other policy expired so that I would have no lapse in coverage.

On 12/20/14 I came home to my Kenmore refrigerator/freezer not cooling & freezing properly. Choice Warranty sent out a service tech. He came on 12/22/14 replaced sopme part and we paid $45 service fee. On 12/23/14 it was still not working properly and the repair man came back out. He serviced unit and said the compressor was not working and that we should buy a new fridge because Choice would not replace a compressor on a 11 year old unit. So on 12/23/14 we went to Lowes and purchased a new refrigerator. On 12/31/14 Choice called and denied our claim. Stated that known or unknown causes were not covered. They are trying to say that the compressor was going out for some time. They could not give a specific date and I told them that it had been working fine until 12/20/14. The representative said that a compressor could not go out in 17 days. I asked them to prove that or pay my legitimate claim. They refuse.Desired Settlement: $1436.64 the cost of my new refrigerator;.

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 refrigerator. Upon diagnosis, the service provider stated that your unit’s compressor has failed due to weak valves. The service provider stated that this type of failure develops over time and cannot have happened within the lifetime of your policy. Per CHW policy, pre-existing failure are not covered.Please see sections below: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 is not itself 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.F. LIMITATIONS OF LIABILITY1. 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.18. We 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.As you were not satisfied with the resolution of this claim and did not agree with CHW policy, we offered to provide you with a full refund of your policy. However, you declined. 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 personally spoken to the service rep 3 times and he said he stated that compressors can work one day and not the nest day. You can have a new compressor go out at any time. Please send me written proof of the date that the compressor started functioning at less than capacity. Otherwise you owe this claim. The policy was effective with no lapse in coverage on 12/3/14 and the refrigerator began to fail on 12/20/14. Therefore the unit was in coverage under the policy terms.Regards,[redacted]

Business

Response:

We apologize for the frustration this claim has caused you. The information that was provided by the service provider stated that the compressor failed to weak valves. Per the technician it takes time for the unit to run with weak valves for this to cause the compressor to fail. Although you might have not known the problem was occurring this type of failure cannot happen within the lifetime of the policy. Unfortunately, CHW policy does not cover unknown pre-existing conditions.Although this is not a covered claim CHW has offered to provide you with a full refund. However you declined. 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

I am a new customer with CHW and this is my first claim for my washer and I had a terrible experience with them. choice home warranty people are fraud, cheaters and you can't rely on them. My washer was not working placed claim on sunday and technician came in to check on tuesday, he diagnosed that control board was bad and need to replace and choice home warranty denied the claim on ph with tech. then I been calling them every single day for week and they never responded back, every time I called they are telling me that proper diagnosis was not received from tech. I called tech week after and he said he gave them everything and CHW knew everything. Finally they sent some other tech after 10 days to check my washer again, tech from DLS services came and said the small control board is not working and he is going to order that and will come back to fix it. Next day I got call from CHW that its because of secondary damage and related to door lock so they are not going to cover this. Now I am stuck with CHW and can't even get my washer fixed. I paid them for 3.5 years. I am not sure if they will even give me my money back.

I've had several claims with this company and they all left me feeling the same way...ANGRY!! This time I had a claim on my air conditioner. Quick response and customer service put up with my ranting on their terrible company, no complaints in that area.

Serviceman comes out conducts his business. I get charged $195 for maintenance (because CHW does not cover the cost to keep your equipment in good working order), $100 to change out a broken thermostat (because CHW does not cover the cost to replace a thermostat I had), and $45 for the service charge (because that is what enticed me to CHW, the low service charge, and I am learning my lesson).

Serviceman says one a/c unit needs repair and turns it off but the other one is great. He filled it with refrigerant and cleaned out the drain so should be good to go.....wrong.

After he leaves, the temperature in my house begins to steadily rise and is sitting at 85+ degrees in my house now. This is on a Friday so I'm stuck with an overheated house all weekend because of course CHW does not send people out on the weekends but they do make calls to let you know that the claim you put in is not covered in their warranty.

I'm told my thermal expansion valve was bad and is not covered under warranty and then my modular fan was physically cracked and arcing. So someone went out to my air conditioner and physically broke my fan? I know I didn't do that so...would this be a case for the police? "Hello police, I'd like to file a report that someone came and physically damaged my modular fan on my air conditioner"... Really, I am so upset right now, more so after having been in an overheated house all weekend.

You get what you pay for and I am sadly learning my lesson on this. They do not vet their repairmen and they do not cover any parts or maintenance on your equipment, they certainly do not cover the replacement of any equipment per their advertisement.