Choice Home Warranty

My kitchen sink was backed up on both sides. Choice Home Warranty sent a very professional, nice plumber who arrived on time and was able to fix the problem in only about 30 minutes. Throughout the process I would call Choice Home Warranty and their customer service was outstanding. They were always courteous and professional and were very helpful and answered all my questions.

Review: I have 4 properties with warranties through choice home warranty and anytime there is a large claim then they deny it due to lack of maintenance. I had a claim in early Nov. 2013 with a heat and air and they denied the claim due to a Freon leak. I would have to test the Freon on a weekly basis to catch a leak. Now I have a compressor at a different property that has went bad and as usual they have denied it due to lack of maintenance. I maintain all of my properties with yearly service and cleaning. My step father had a claim 2 weeks ago with his freezer. They said they had called nineteen contractors and could not get anyone to repair it. They lost all of their meat in the freezer. He will probably be filing a complaint against CHW as well. I am very dissatisfied with CHW and do not feel that they render the service that they advertise. The main reason for having a home warrant is to cover the big repairs.Desired Settlement: I would ask that they either repair the unit as promised or they refund all of my properties policy dues to me. I also want other consumers to know what to expect form CHW before they waste their money as I have.

Business

Response:

Dear Mr. [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:

[redacted] on 2/4/13 for your Garage Door Opener in the amount of $53.54

[redacted] on 9/16/13 for your Microwave in the amount of $169.99

We are very sorry for your frustration with the outcome in regard to claim #[redacted] for your heating system but per our policy SECTION D: COVERAGE, NUMBER 5. HEATING SYSTEM OR BUILT-IN WALL UNIT

NOTE: Main source of heat to home not to exceed 5 (five) ton capacity and designed for residential use.

INCLUDED: All components and parts necessary for the operation of the heating system. For units below 13 SEER and when we are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:

EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) - Calcium build-up - Maintenance. NOTE: We will pay no more than $1,500 per covered item per contract term for access, diagnosis and repair or replacement of any glycol, hot water, or steam circulating heating systems.

All units that are covered under our policy must be maintenanced. Per our policy, Section F: Page 4: Number 12: CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter changes.

I am very sorry for the frustration with this claim, I would like to help in any way that I can. Could you please provide me with maintenance records for this unit and I can bring them to the Authorization team and have them review this claim again? I feel as though if I have the records to prove that you did have the unit maintenanced, I can help you more.

I look forward to hearing from you, please feel free to email them directly to me at [redacted]@choicehomewarranty.com or you can fax them to ###-###-####.

Thank you very much for your feedback and giving me the chance to help.

Best regards,

CHW QC Manager

Business

Response:

Dear Mr. [redacted]:

Please call or email me and I will send you the proper paperwork to send out the money to you. We would be happy to send you the good will offer that [redacted] offered you of $350. Please close out the complaint as resolved and I will email you the paperwork.

Thank you,

###-###-####

[redacted]@choicehomewarranty.com

Consumer

Response:

l registered a complaint with you against CHW and they have agreed to pay me $350.00 but first I have to drop the complaint. The complaint is [redacted]. I appreciate your help in this matter and ask that you drop the complaint so I can get payment. Thank you, [redacted]

Review: Reading the other complaints against this business, this is a very familiar story. We had a problem with our AC and we called them. They said they would have a technician out within 24 hours. That time came and went and we never heard anything. We called two days later and they stated that they put a call out but no one had responded. We gave them a few more days and still nothing. We called again, and they said still no response but that we could get our own technician and they would reimburse them. So we called a very reputable firm here in town, they came out. We told the technician our story and he said "oh, that's because they don't have a good reputation for actually paying the claims, that is why none of the local HVAC firms will respond to them." That didn't feel good to hear, but we proceeded with the work, he spoke to them and they approved the work. The outside fan motor was worn out. We submitted his bill and the claim and were denied. His bill said that our air filter was dirty, so they denied it for that. We change the air filter every 60-90days and can produce receipts to prove this. The technician wrote a letter stating that since this was the outside fan it has nothing to do with the filter anyways, that would be the return fan. They said "our technician says different." Well two things, one we do maintain it, and even have produced proof that we did maintenance on the system last year, on our own dime and regularly change the filter. Secondly the filter has nothing to do with the external fan, which the technician explicitly says failed due to normal wear and tear for a 7 year old system. They say a "supervisor" will call us back, but to date they have never called us back, we initiate every call.Desired Settlement: Pay the amount of the repair to the AC, (minus the filter) which is documented by the technician as normal wear and tear, which is the only thing covered by their warranty and not excluded out due to the many loopholes in their contracts.

Business

Response:

Dear [redacted]:

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

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

9/8/13 for claim [redacted] for your Garbage Disposal in the amount of $180.00

I do see that we have spoken to you about this claim [redacted] for your Air Conditioning System and offered to grant you a good will gesture of $200.00. This offer was given to you after you had placed this Revdex.com. I also see that the manager[redacted] spoke with you about this as well and was going to add the additional amount that you had requested of a total of $259.00.

Please advise us if you would like to take the offer that [redacted] was going to offer you of $259.00 and I will send you the proper paperwork.

Thank you,

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.]

Your timeline is incorrect, the original $200 was offered prior to our filing of the complaint to Revdex.com. The basis on which you denied our claim originally was false. We will accept the original $200 and the additional offer of $259, which brings the total to correct amount of $459 due to us for this repair. Thank you for finally handling this in a responsible and ethical manner.

Regards,

Review: I have a home warranty contract with "choice Home Warranty". My air conditioner stopped blowing cold air this year when I turned it on. Technicians came to see unit, needs freon. "Choice" wants a leak test performed before they fill it as in part of contract. Pay for that out of my pocket as per contract. found some leaks. Reason they are not honoring contract is that the U bends are "rusted and corrosion". They are made from copper. The coil is clean and made from aluminum. I appealed and sent pictures. Supervisor agreed, no rust and corosion. Sent it back to authorization they then said lack of maintenance. I followed manufactures specifications and did all owner and dealer maintenance, except filling of freon which requires a special license. I am qualified and can show schooling and proof to the matter there of. I was still denied. Manager I talked to was [redacted] ID# [redacted], he was calling the technician and talking to them again. They again said "rust and Corrosion", denied againDesired Settlement: I want my air conditioner to work. All it needs is 4lb of R-22 freon and one can of sealer. Quoted by [redacted] and cooling to cost $350.00

Business

Response:

Dear Mr. [redacted]:

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

Upon review of your claim and your request, we have called the Service Provider and we were informed that if you do use the sealer and add the Freon to the unit that there is no guarantee that this will work. He said that the casing around the unit is warped and cannot be sure that the compressor will work.

Knowing that there is no guarantee that this will work, is this something that you would like to do? If so, we will grant the approval of the $350 for the tech to perform the work but then your unit will no longer be covered under our policy.

If you do want to continue with this, we will send you the proper paperwork.

Thank you,

CHW

Consumer

Response:

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

Regards,

Review: I purchased a home warranty that among other things covers my central air-conditioning unit. I am required to pay a $45 service call fee. When the tech. showed up he wanted an additional $150 to perform leak check. it was then determined that my 1978 unit was not repairable. Choice Home Warranty refused to pay anything on the claim stating it wasn't properly maintained. The refused to give any documentation showing how they arrived at that conclusion. An air-conditioning unit would not have lasted almost 40 years without being properly maintained.Desired Settlement: A replacement unit is #3680

Business

Response:

Per our conversation, you have agreed to the amount that we are going to send you. I have sent you the paperwork and you have agreed to send it back to me at [redacted] I am happy that we were able to satisfy this claim for you.Thank you,

Consumer

Response:

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

Review: This company advertises repair or replacement and no inspection required when you obtain a quote and agree to purchase there product. When questioning their sales representative rewarding "full" replacement if it cannot be repaired, they will tell you "full replacement." They never mention depreciation or the a** of your appliance. In addition, I know they train service providers to submit findings in their favor. I submitted a claim for a very expensive water heater and since their service tech told them heater had been altered, they refused to replace it. Only three techs had ever touched this heater and they were sent out by Choice Home Warranty. I had a certified natural gas water heater tech from [redacted] to look at my heater and he told me and a warranty mana**r w/CHW that it had not been altered or what was reported back to them could be tampered with or altered. It cost me $2250.00 to replace the appliance and CHW only offered me $400.00 taking 30 days before the check would be issued.

The second issue was w/my dishwasher. They offered $180.00 to replace. After pricing one [redacted] washer which I already have and one **, with installation kit, installation cost and the cost of the appliance it will cost me $550.00 to replace my dishwasher.

I called myself researching this company. For 15 years I was with [redacted] and never had any issues with them. CHW sales people talks about being number one in this business.

CHW ask for you to rate their service and customer satisfaction. I have searched repeatedly for my negative responses and they cannot be found. CHW web page has over 5400 positive responses. I could not find negative responses from anyone. When you reply to their survey you are told that you will get you monthly fee waived. I replied to 2 surveys but no response about my free monthly payments.

I am in the process of contacting local TV stations in [redacted] that report on companies like CHW.Desired Settlement: Full replacement and installation of my dishwasher and full refund for my out of pocket expense of $2250.00 for the hot water heater.

Business

Response:

[redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service covera** 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 cost of all the claims that you had placed. If you are unhappy with the amount that was offered to you, you do have the right to request more and if possible CHW will grant that for you. I have tried to reach out to you to go though each claim and see how I can help with the amounts that you are requesting. The claims that I see you:Claim # [redacted] for your Dishwasher- we gave you a buyout of $450.00 Claim # [redacted] for your Clothes Washer- we paid the technician $150.00Claim # [redacted] for your Water Heater- we paid you $400 and the technician we paid $150.00You have paid in total $159.51 for your policy, $53.17 for the past 3 months and CHW has paid $1150.00 so far in your claims. As I stated, I will be happy to review the claims with you and see if we can assist you with a higher amount. Please return my email that I sent to you to [redacted] and we can go over the amounts and see if we can come to a better amount for you.Thank you,Tracy M[redacted]CHW Consumer AdvocateOffice of the President[redacted]

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 worked with Ms. Tracy M[redacted] and she has offered a very good settlement to close this matter. Within 30 days of the signing of the release, I will be receiving the settlement offer.

Regards,

Review: I bought a home warranty plan called "Choice Home Warranty"in August 2015 which became effective in September 2015. Plan was purchased by phone call from "Choice Home Warranty Salesman. I had previously been with another company for 8 years called "American Home Sheilds" when I switched to Choice Home Warranty in August 2015. So I had continuous coverage on a home warrenty plan prior to to the switch in plans. (no lapse in coverage) On 10/26/15, I called "Choice Home Warranty" and reported my dryer would not heat. The company sent out a service technician from "Signature Appliance" in [redacted], TN to diagnose the problem. Paid for service charge of $45.00 to technician. Received an email days later stating they will not pay because dyer was not heating because of a "pre-exsisiting condition." which was the heating element. I called company and asked what they defined as a pre-exsisiting condition but did not get an explanation. My wife, [redacted], called the company twice over the next week and spoke to two different customer service agents that could not explain the reasons for the denial of coverage except that it was a pre-exsisiting condition and that's the reason it was denied. the company stated they would get back to me for an explanation of pre-exisiting problems with a dyer but never called or sent an e-mail as of today, November 3rd, 2015. I have been without a dyer that will heat since October 25th 2015., I discovered this week that not only is the heating element broken and the seals need to be replaced but also the technician did not properly diagnose other problems wrong with my dryer.Desired Settlement: 1. a refund of the $45.00 service charge that was paid to "Signature Appliance LLC" on 10/27/15 to diagnose the problem with the dryer.

2. Reimbursement of $154. 63 that was paid for the parts to fix the dyer by me. (copy of order for parts included)

3. Reimbursement by company , "Choice Home Warranty ") of $42.92 for monthly service charge for October 2015. They need to reimburse me since they refused to fix the dryer.,

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 a[redacted]Upon review of your policy that began with CHW on 9/28/15, it does show that you did wait the 30 days grace period for the policy to start as it was purchased on 8/28/15. CHW’s policy states that all units that enter into the policy must be in proper working order the day that the policy begins. You stated in your complaint that our technician misdiagnosed your unit and you did not have a unit as of yet but in the resolution area you documented that you had fixed the unit yourself and the unit is working properly.This claim was not covered per our policy Section A. Coverage #3 that states 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.If you felt that the claim was misdiagnosed by our technician you could have provided a diagnosis from your own technician and CHW would have reviewed the claim again. The failures that the technician advised CHW of, was explained to us that they could not have happened within the timeframe that you had your policy, therefore this unit was pre-existing to the policy start date.CHW will be happy to provide you as a goodwill gesture of the service call fee of $45 and add it to your policy for any future claims that you might have but we cannot provide you with a reimbursement for a claim that you had fixed yourself. Also, you would have to provide us proof of the unit being fixed for it to be covered under your policy with us.Again, if your unit is not working properly, please provide a diagnosis from your own technician to us and we will review the claim.Choice Home Warranty is in full compliance with the terms and conditions of our policy.Respectfully,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.

Regards,

Review: Company refused to replace air handler when in fact they were obligated to based on their warranty.Desired Settlement: Reimburse for replacement of air handler.

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 denied because the evaporator coil failed due to Rust and Corrosion which is excluded in your policy as shown below:

F. LIMITATIONS OF LIABILITY

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.

We are sorry we could not assist you.

Review: They just called man to check and clean my washer but not fix. After that, they never contact me again. I realized that they just get warranty fees yearly and ran away once if we have a problem.

Rip OFF!Desired Settlement: $700

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. We understand your frustration with the outcome in regard to claim # [redacted] for your washer. Per our policy under Section F: LIMITATIONS OF LIABILITY: Number 12: CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter changes.After looking into your account, the Service Provider stated that your unit has, “significant amount of lint build up on controls and inside of unit.” He did try to clean it out for you and after cleaning ran the washer and the cords burned. He stated that there was a lack of maintenance to this machine. If you can produce maintenance records, we will be happy to look into the matter further.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: Please stop use words politically. That man told me that he would submit forms to wait for Choice approval to replace after checked my washer. SIX days passed, none of him or your company inform me to explain why deny to replace until I called your company. You just said" OH, OH". Your behavior is trying to avoid paying replacement or somethings. I pay 800 dollars for car insurance company and they will pay 20K if my car was in crash by accident. I paid you 450 dollars but you rejected to replace just for washer its just 350 dollars. You are liar!Regards,

Business

Response:

Dear [redacted],I am very sorry for your frustration, we are not an insurance company as it states in the user agreement, we are a home warranty company. We cannot pay for a new unit, if the customer did not take care of the unit prior to the unit breaking. The technician noted that the unit had build up of lint, that the cords caught fire. It is possible that there was faulty wiring when it was installed. This could have been caught if you had the unit maintained properly. Our policy says in Section F: LIMITATIONS OF LIABILITY: Number 12: CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. Also, Section F LIMITATIONS OF LIABILITY: Number 4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance.CHW does apologize but your claim remains denied due to Lack of Maintenance.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It is still not good reason. I'm not good reader and not have time to read your long rules and hidden rules. I'm not only client to complaint with you. You can check too many client complaints about yourself in Revdex.com and other Ripoff websites about yourself.

Regards,

Review: I purchased this home repair insurance service on 12/31/2013. I was contacted by phone by this company. The sales rep claimed that there would be a one (1) to three (3) hour turnaround time to getting a serviceman to contact us to schedule a repair. I was told that they were available seven (7) days a week. I received an email that confirmed that I had a warranty.

On January 4, 2014, the furnace broke. I called and was told that our service contract was not effective for 30 days from purchase. I was not informed of this when I purchased the service. I had to go to a private vendor and pay $1, 075.36.

In mid-January, I called them because I had not received the terms of service and a hard copy of the policy as stated in the initial email. After being on hold, I finally reached someone who apologized and told me that it would be sent soon. As of today, I have not received it.

On February 2, 2014, we had a water pipe burst. I called Choice Home Warranty and was told that this would be escalated to an emergency status and someone would call me shortly. No one called. I called back and was told that someone would call me. No on did. This morning, I called and explained the circumstances and was told that there is only an answering service on the weekend and no service could be scheduled on the weekends. I was told that they had assigned my service to [redacted] Repair. I called them at ###-###-####. I was told that they had not received any authorization from Choice Home Warranty and that they could do nothing until they received that authorization.

I called back Choice Home Warranty and was put on hold for an hour. My husband called and was also put on hold for an extended period of time. We have had to go to an outside vendor to schedule the repair.

I believe they are a fraud. I check the web and there are multiple complaints about this company.Desired Settlement: I want a refund of the charge of $560.00.

Business

Response:

I am very sorry that you would like to cancel your account with CHW. I understand that you said you were not informed about the 30 day waiting period, although it is listed under the user agreement on our website at [redacted]

Also, if you were to have read the contract, you could have seen that you could have called us or given us a written letter and we would have cancelled your policy in full for you since it has not been in effect for too long. Per your request, you have been refunded the full amount of $560.00 and are no longer a customer of CHW.

We are very sorry for the misunderstanding and thank you for your feedback.

Best regards,

CHW

Review: In late Aug or early Sept '13, I was solicited by phone to sign up with Choice Home Warranty (CHW). In mid April '14 I requested service for a non-working central a/c unit. Due to weather and temperature issues, the service call was not performed until May 21, 14. The service tech determined the units failure was due to age. Upon speaking with CHW they advised me they were refusing the claim stating the unit's failure was due to neglect or failure to maintain. I indicated the tech had stated otherwise, but to no avail. The service company dispatched by CHW contacted them and advised the failure was in no way due to neglect or failure to maintain. In fact, the service provider, [redacted] Mechanical provided me a letter stating the reason for failure was purely age. I contacted via phone [redacted] and left several messages with no response. I emailed [redacted] a description of my complaint along with the letter from [redacted] Mechanical and other than an initial response stating "I'll look into it" (dated 5/21) I have received no satisfaction regarding my claim. My warranty repair request meets all necessary terms of agreement and should not have been refused. I am requesting CHW complete the necessary repairs as per our mutual warranty agreement.Desired Settlement: Immediately repair/replace non-working ac unit at minimum.

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.

On 05/30/14 we received a letter from the Service Provider and we spoke to them as I said that I would. I also explained to you that this was denied because of a premature failure. This was the first season you had with CHW to use your Air Conditioning system and the unit failed. [redacted] the manager spoke to you as well and requested maintenance records to help you with your claim. We did not receive these documents. If you can provide these documents, I will be able to assist you further. CHW does not cover units that fail prematurely, this is considered a lack of maintenance.

Please send us the maintenance records and we can help with this claim.

Thank you,

Consumer

Response:

I am rejecting this response because: The service provider referred by CHW indicated the failure was in no way related to lack of maintenance. In September of '13 I entered into an agreement with CHW whereas I would pay a monthly warranty fee and if service was needed on a covered item, the service would be performed. I did not solicit CHW, your representatives contacted me. Your preferred service provider indicated no neglect or failure to maintain were present and in no way caused the units failure. It is clear in my case (and others I have read) CHW makes every attempt to avoid paying claims once you agree to their warranty service. I expect this claim to be satisfied with either your preferred service provider repairing the unit, or a check issued to me for the amount of the repair. If my wishes are not accommodated expeditiously I will be forced to contact the State Attorney's Office in both NJ and Ohio in preparation for legal action against CHW. I have sought counsel and submitted to them all documents regarding your warranty as well as my claim.

Business

Response:

I am very sorry for your frustration with this claim. We have had our vendor to your home two times for your unit and the diagnoses that they gave to us is as follows:

"The compressor has shorted to the ground, it is tripping the breaker immediately and there is no hard start kit, no filter dryer and that the dual capacitor is open."

Our company does not cover a unit that has been shorted to the ground. As I stated in my previous emails, all the ways the unit can be shorted.

If you were still a customer with us, we would advise you to have your own service provider call and give us their diagnoses and we would place it into review. Unfortunately, you are no longer with CHW therefore we are unable to assist with this repair.

Thank you for your feedback as it will help improve our services.

Best regards,

Review: I called to have a stove repaired in July. It is now September and the service has not been completed. Every time I call and speak to a manager they continue scheduling dates for a technician to come out and I continue to have issues. First, the maintenance man missed the scheduled appointments, twice. Then, the second company wanted another separate service fee to evaluate the problem. Continuing, the company sent the part to the wrong address. And lastly, the work order was processed wrong so the technician is unable to complete the repairs. This has been an on going problem for three months. Customer service lies and is extremely unhelpful.Desired Settlement: I want my entire upfront premium which was paid in full of 1600$ for a three year warranty to be refunded.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with the outcome in regards to claim #[redacted], for your electrical stove. CHW thrives to get our customers the first available appointment, however service providers are at times over booked which causes a delay in scheduling.We apologize for the frustration you have encountered and have credited your account with a onetime free service fee on your account. Our records indicate that the service provider assigned has you scheduled to make repairs on your unit on 10/02/14. We have contacted the service provider and confirmed your appointment.If you would still like to cancel your account, please contact our cancelation department at ###-###-####.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: Over two months ago my mother and I purchased two homes warranty from CHOICE HOME WARRANTY that included: AIR CONDITIONING/COOLER. The salesman told me: this is the top company in the country and not to worry. I told him I don't want to purchase something that is no good for my mother. He also told me the first month if something happens they don't cover it and anything after that is under warranty. On September 27, 2014 my air conditioning system stop giving cool air. I call them and they responded by assigned me a technician that come to my house on September 30, 2014. He found the system has a leak in the coil or core and reported the problem to CHOICE HOME WARRANTY. I call them the same day and I was told not to worry because their technician sent them a note that said my air conditioning system was well maintain. On October 01, 2014, I call and spoke to their representative: MS. [redacted] ID#[redacted]. She stated my claim is denied because of rusty core in my A/C system. I told her the color of my A/C core is copper where that rust came from? I requested from MS. [redacted] a e-mail copy of the denied claim and also the picture of the rusty part. She told me she cannot do that because the company denied claims over the telephone only. I request to speak to a supervisor and she said none o f them is available and they will contact me in about 24 hrs. Your help will be greatly appreciated because nothing in my warranty booklet mentioned anything about not repairing leak core. Thank you!Desired Settlement: I want them to fix the problem as soon as possible!

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with the outcome in regards to claim #[redacted], for your air conditioning system. Upon diagnosis, the service provider stated that the evaporator coils on the system are rusted and corroded, causing a leak. The technician noted that a leak due to rust and corrosion could not have developed in two weeks’ time, when the policy became active. Unfortunately, CWH policy does not cover failures that are due to rust and corrosion. The policy also doesn’t cover pre-existing conditions. Please see below:Section A.COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.F. LIMITATIONS OF LIABLITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.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.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: These people are not telling the truth. I was told by their representative over the telephone not to worry because their technician sent them a report that said my A/C & Heating system was well maintain. I want them to provide you the pictures of the rust, and location of the leak and also the note from the technician as evidence that indicated the rust was old and where the leak was found. I also wanted to add that I was present and watching their technician as he was looking for the leak. That leak was not found on the front of the coil. It was found almost behind the upper corner of the coil almost invisible to see except the long detector machine kept on beeping. They need to fix my system as soon as possible. My biggest mistake I should had look in the internet because thousand of people are their victims at : [redacted] and other web sites. Please have them provide you the evidence. Your help will be greatly appreciated. Thanks!Regards,Schubert Colas

Business

Response:

We apologize for the frustration you have encountered with this claim. The information provided by the technician as well as pictures of your unit stated that there’s a leak on the evaporator coil that is caused by rust and corrosion. The service provider pointed out that the leak because due to rust and corrosion, couldn’t have developed in 2 weeks’ time. Unfortunately, CWH policy does not cover failures that are due to rust and corrosion. The policy also doesn’t cover pre-existing conditions. You can contact the service provider assigned to provide you the pictures he provided to CHW.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I signed up with this company for home appliance protection. I was told that if they could not fix the appliance they would replace it. On October 24th 2014, I had a claim for my washing machine, they sent a service man out to service the machine. It can not be fix so I was told they would replace it. They offer a check for the amount of $300.00, I told them I could not replace it for $300.00 so they said they would send me a check for $400.00 the end of November. I had coverage with them in October and November and wanted to cancel with them in December.. They have not sent the check and are demanding another payment for December before they will send me the check. The claim was placed will I was covered with them and they will not send me a check if I cancel. I received a phone call from Jose at ###-###-#### X [redacted] and he told me they would issue me a check if they can deduct the payment for December from the check and mail me the difference. But in order for them to issue me a check I must remain active with them to get it. I paid for the October and the claim was submitted at the time of coverage. And I paid for November. They held my check for 30 days and now will not mail it till they get a December payment from me. I have contacted another Home Warranty company and was told that is unfair business practice to force me into another payment when I want to cancel with them. This service agreement I have with them can be cancelled at anytime. It was not a 12 month contract. Jose told me that I could cancel at anytime but I needed to pay December to get check since I signed with the December 18 last year. I am still with out a washing Machine and it is December 3, 2014.Desired Settlement: $400.00

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 washing machine. CHW authorized $400.00 to be sent out to you towards this claim. You were advised that the account must remain active for the check to be sent out. However, your account was in past due status because November payment due on the 18th was not paid. Our records indicate that the payment was made on 12/3/14 and your account is now active. The check authorized by CHW will be going out to you.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I did an annual furnace checkup at which time the tech told me I had a cracked heat exchanger and needed to replace the furnace. I called Choice Home Warrant who said they would send one of their approved techs out. Tech called me and made an appt. for the next day between 2 & 4. At 3:00 I called as he had not showed. They then sent out another tech. who I paid a $45.00 service charge to. He proceeded to write up the issue in print so smaill I could not read it. He did agree the exchanger was cracked. What he reported to Choice Home was the exchange was cracked due to improper installation and not up to code. This furnace is 20 years old, builder installed who would not have received a certificate of occupancy to sell the house if it was improperly installed and not up to code, therefore Choice Home stated they were denying the claim based on that techs report to them. When I called to tell them that I tried calling that tech, he would not return my calls, I tried looking up his license on the State of ** webside and could not find he was licensed which they say all of their techs are. They have not sent out another tech to confirm what I am saying. I have heard nothing further from them and I feel this was a set up, in that since they knew the unit needed replacing, they sent out a tech and told him what he was to report so they would have grounds to deny the claimDesired Settlement: I have gotten estimates on the replacement of around $3,000 for the furnace and that is what I want them to honor their agreement that if they can not fix they will replace

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your heating system. Upon diagnosis the service provider stated that due to improper install of the air ducts, the heat exchanger over heated and cracked. The technician stated that the air ducts installed are too small for the system, not allowing enough air into the system. This has caused the exchanger to overheat and crack. Per CHW policy, failures that are due to improper install are not covered under the policy. All CHW service providers are required to be licensed in order to be able to work with CHW. However, if you do not believe this technician’s diagnose, you have the right to get your own technician for a second opinion and send us their diagnosis for further review.Please see below section:11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or designThe details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because: I have had three AC techs give me estimates to replace the heater and all three stated the exchanger did not crack from improper installation but age.

Business

Response:

We apologize for the frustration you have encountered with this claim. The information we have received from the service provider stated that the return air flow on the unit is smaller than required for a unit of this size, causing the unit to overheat and cause the heat exchanger to fail. If you do not agree with this diagnosis, please provide us with a second opinion. We have not received any second opinion diagnosis to date.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I purchased a home warranty that went into effect on Jan. 10th. I called a complaint with my washer on Jan 26th and had a technician come to determine the issue. When Choice called back, they said that because the issue was stated to have started 2-3 weeks ago, they would NOT cover this due to the policy not being in place. Keep in mind when I advised when the issue started I was throwing out a guess, I did not give them an exact date. Given how cheap these guys are, they are sticking to it must have started 3 weeks ago, NOT 2 weeks to bypass having to cover this. 2 weeks would more than fall into something they would cover....

I switched over to this company and this is how they treat a new customer, with their first claim. Unreal how unprofessional and sleezy this company is. I would NEVER use these guys again.Desired Settlement: I want them to honor the contract I agreed to, and replace the issue.

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 Washing machine. Upon diagnosis the service provider stated that the unit was still working however, the bearings on the unit are making noises and are going out. The service provider stated that this could not have developed within 16day which is the lifetime of the policy. Unfortunately, per CHW contract, failures that are pre-existing to the policy are not covered.Please see 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.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.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I took out a Platinum home warranty contract with CHOICE which was to cover all appliances in the home. I had my kitchen upgraded with granite countertops, travertine floors, some new appliances and a new microwave which was purchased in July 2013. The motor would not shut off and the microwave kept heating. Consequently, the inside of the perimeter of the microwave burned. I was told by the service representative that the company would replace the microwave because it would be more cost effective. When the warranty company, CHOICE, contacted me, they told me that I was negligent with the microwave and that the microwave was 15-20 years old. I sent pictures to them of the inside of the microwave and the manufactured date of the microwave which was Nov. 2012. I got back in touch with [redacted], the company which was sent out to repair the microwave, to see what happened. He was unaware of what CHOICE told me as to what they said he told them and as to the age of the microwave and what the problem was with the microwave. I was later told that the built-in microwave was too expensive to replace. That is not what the service policy states. The service policy clearly states that if the item cannot be fixed, it will be replaced. In my household there are 2 adults. The home was built in 1993 and a built-in microwave came with the home by the builder. After 20 years owning a microwave, it is highly unlikely that after purchasing the new microwave, I would suddenly become negligent in operating a microwave.Desired Settlement: I want the microwave replaced or all of my money back that I have paid for the contract including the $45.00 I paid for the service call for the microwave. I no longer wish to own this contract. This was the first service call that I made to the company and they failed to honor it.

I believe that this represents FALSE ADVERTISEMENT and CHOICE does not stand behind what it says it offers. The contract clearly states "A home warrant provides repair or replacement of all covered appliances that were in the home and in proper working condition on the agreement effective date, and have been properly installed and maintained no matter their age, make and model."

CHOICE is perpetrating a SCAM.

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 Microwave that was placed on 2/26/15. Upon our technicians diagnosis he stated that your unit was “Arcing”. Unfortunately, that is exclusion to the policy. Please see Section D. COVERAGE#9 9. BUILT-IN MICROWAVEINCLUDED: All components and parts, except:EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.We would not be able to cover a claim that is a specific exclusion to our policy, we do apologize for any inconvenience that this has caused.The details of your situation are not representative of the normal CHW customer experience. We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Consumer

Response:

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 1. curve, 2. section of circle 3. visible part of astronomical path, 4. electrical discharge 5. 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 $45 service fee. That will be customer satisfaction.

Review: Choice Home Warranty is a home warranty company. I paid for $1,522 a 45 month home warranty. I have made 4 separate clams. Only 1 of the claims was actually paid out... And on that 1 occasion, I had to fight with the company because the technician they sent misdiagnosed the plumbing problem. Once the problem was diagnosed by a send technician, a $400 servicing was paid for by Choice Home warranty.

Most recently, I made a claim for a air conditioner that no longer functioned. According to the contract, Choice Home Warranty was supposed to pay out $1,500 for the unit. It was well maintained and followed the servicing protocols they require. However, Choice Home Warranty refused to cover the claim.

Based on multiple calls, rude customer service people, and no coverage of this claim, I cancelled my service. I was owed approximately $1,200 of unused months. However, Choice Warranty only reimbursed me for $823.96 ($1,200 minus the $400 claim paid out).

This is just absurd. Imagine paying for 12 months of an auto insurance policy. Then, canceling 1/2 way through, but being told you weren't entitled to 1/2 the premium back because you were in an auto accident.

I believe this company is a fraud. They are only interested in making money and have no care at all for customers or the service they provide.

I am deeply, deeply dissatisfied with this company!

Kind Regards,Desired Settlement: I have already cancelled service and received a check for $823.96 (which I will note was less than what I believe was due). That being said, I believe I am due an additional $1,500 for the failed air conditioner that I had to paid to be replaced.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy I do see that you paid $1522.50 for a 3 year plan, you also broke the contract with CHW. Please see 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. By you breaking the contract with CHW prematurely, you are subject to paying the $50 administration fee as well as paying back to CHW whatever cost we paid out for you on any claims. We do apologize but the calculation is correct per our policy. We are not a car insurance company and we even state in our policy that we are not to be confused with an insurance company. Please also see Section A. COVERAGE at the end it will state "... NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty."We do apologize for any frustration that this claim and policy has caused you. We do thank you for your feedback as it is always important for us to listen to feedback to help improve our customer service.Best regards,CHW

Consumer

Response:

I am rejecting this response because: It continues to demonstrate Choice Home Warranty's lack of any customer service or standing by their products. Again, I have had multiple claims in which they sent the incorrect maintenance resources and 80% of the time refuse to pay claims. In this case, a $1,500 payment for the air conditioner should have been paid (and everyone I tell the story to agrees... Including friends who have a competing home warranty policy in which they were paid for the same type of issue). Additionally, the fact that I was reimbursed for cancellation minus paid claims is insulting. Espeshally since they use scare tactics to get customers to sign longer term agreements with threats that rates will go up significantly if they only sign up for a year. Imagine cancelling an auto policy (paid for a year) and told you can't recoup cost because you were in an accident earlier in the year.

I will continue to communicate my frustration regarding CHW to anyone who will listen. If they refuse to pay any additional compensation, I will make it my mission to make sure that they loose 5X as much business on cancellations and/or lost new customers. I doubt CHW will care.... They don't care at all about their customers... (Prove me wrong CHW) Once again, this is because their company is a sham. It is actually comical to me that they try and address this Revdex.com complaint with an explanation.

Business

Response:

We do apologize for the frustration that you have had with your claims. If CHW had denied any of the claims that you had submitted it was due to the policy exclusions that you did receive when you signed up with CHW. Also, we do apologize that you did not see the section of our policy where we do state that if you cancel your policy pre-maturely that you will be paying for the claims that you had and a cancellation/administrative fee. This is in the policy that can be found on our website at www.choicehomewarranty.com/useragreement. 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. We also state that we are not an insurance company and do not take the practice of one. CHW does not use any "scare tactics" to make anyone sign up with our company. You freely signed up with us and you freely cancelled with us. Your claim for your Air Conditioning claim was not a covered claim according to our policy.CHW is in total compliance with our policy.Respectfully,CHW

Review: I filed a claim to get my AC serviced because it was not getting cold. Choice home warranty sent out a repairman who was did not have the proper tools to check, so I had to take off the next day so he can come back. The next day he came back he said yes you are low on Freon, but Choice requires me to do a leak check before I can replenish your Freon, however choice does not cover the leak inspection. They dot cover it but require you to do it anyway. So I had to pay for the service call plus the leak inspection. 30 minutes into the Service man showing up I was out $270. He found I had a leak and he said he could repair it guarantee it 85%, but if it was replace it would be 100% repairable. He sent what he found to Choice, who denied the claim because they said it was something that happen over more than a month by looking at the pictures. They don't require an inspection, and this was the first time turning on the AC so I would have not known. I ask the lady whom called me what was the reason for having a warranty if they are going to deny claims. The lady got upset with me and was going to hang up the phone, but I told her I was listening and she seems like after I told her my side she didn't care. Now I have find someone to repair my Ac and I'm out $270 that could have went to fixing the unit. The reapirman eveen said that choice conducts bad business.Desired Settlement: My AC repaired or refund of my $270

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that started with CHW on 4/17/15 and placed a claim with us on 5/18/15; one month after your policy started. According to the technician your unit was 2 pounds low on Freon and the coils needed to be replaced due to the rust and leak. Our policy clearly states in Section A. Coverage that you must come into the policy with your unit in good working order. You are given 30 days prior to the coverage start date to ensure that all the units are in proper working order. Also, per our policy we do state in Section F. LIMITATIONS OF LIABILITY that we do not cover any known or unknown pre-existing issues; pre-existing to the policy start date. CHW does expect all customers to have proper maintenance competed to their units as specified by the manufacture. Please see 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 are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.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.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.We do apologize for your frustration with this claim and that you chose to cancel your policy with CHW. Since you have cancelled your policy with us, we are unable to assist you in any way with this claim.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

I actually applied for the warranty in Mar h, but my policy didn't take effect until April. I also recently just turned on my AC and noticed the problem. So it wouldn't have been a preexisting problem

Regards,

Business

Response:

I do apologize if the previous response was misunderstood. Your policy was purchased on 3/17/15 and you have 30 days until the policy actually starts. This is the time period that we expect you as the customer to ensure that all the units in your home are in proper working order. Per our policy, Section A Coverage #3 it states that all units must come into the policy in proper working order.Section A. 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, we state in Section F. Limitations of Liability that we do not cover anything that has been not working prior to the policy start date, this would be considered pre-existing to the policy. In your case, the policy started on 4/17/15 and you placed your claim on 5/18/15; one month after the policy started. Per the diagnosis, the failures that have happened could not have happened within the time period of the policy (one month). You stated that you did not turn your unit on, that shows that you did not have the proper maintenance that was expected per the policy.Please see Section 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.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We do see that you chose to cancel your policy with us and unfortunately there would not be anything further that we would be able to do for your claim at this time.We do appreciate the feedback.Thank you,CHW

Review: I'VE BEEN A CLIENT SINCE 2012 AND I HAVE FILED SEVERAL SERVICE REQUEST FOR SERVICE AND ALL PUT ONE WAS REFUSED DURING THIS DURATION. MY AC UNIT COMPRESSOR QUIT WORKING AND I WAS DENIED REPLACEMENT FOR WHAT THEIR TECH SAID WAS 1 OF 4 REASONS- ACT OF GOD, POOR MAINTENANCE, MANUFACTURE PROBLEMS AND SOMETHING ELSE AND SAID FOR WHATEVER THE CAUSE THEY WONT COVER IT. I ASKED WHICH ONE ARE THEY DENYING ME ON AND I WAS TOLD THAT MY COMPRESSOR WAS INCASED IN STEEL AND THEY CAN'T SEE THROUGH THAT BUT IT COULD ONLY 1 OR 4 THING FOR WHAT THEY CALL A PREMATURE COMPRESSOR FAILURE ON A SIXTEEN YEAR OLD UNIT. BECAUSE THEY SAID THAT THESE UNITS CAN OPERATE FOR UP TO 18 YEARS. NOW EVEN BRAND NEW UNITS ONLY GIVE 10 YEARS WARRANTY BUT THEY STILL DENIED COVERAGE. I WAS DENIED ROOF COVERAGE AND THEY WOULDN'T REPAIR MY WASHING MACHINE BUT GAVE ME $300 TOWARDS THE THE REPLACEMENT I MEAN THEY DON'T REPAIR ANYTHING! EVERY YEAR I REQUESTED SERVICE AND DENIED ALL BUT ONCE.Desired Settlement: I WOULD LIKE TO BE REFUNDED FOR THE ENTIRE TIME I WAS WITH CHOICE HOME WARRANTY FROM 2012 TO PRESENT.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, I do see that you have been a customer with CHW since 2012 and have paid monthly $36.50 per month. I also see that the claims that you had submitted, majority of them we did not receive a response from you when reaching back to you to make sure that the claim was satisfied. Below are the claims that you had submitted.Claim # [redacted] for your Air Conditioning System-was not a covered claim due to a lack of proper maintenance. Claim # [redacted] for your Washer- CHW paid $300.00Claim # [redacted] for your Limited Roof Leek-CHW paid the contractor $100.00 Claim # [redacted] for your Air Conditioning System-CHW paid the contractor $100.00 and we did not hear back from you after several attempts via email and phone. Claim # [redacted] for your Air Conditioning System- CHW paid the contractor $100.00 and we did not hear back from you after several attempts via email and phone. Claim # [redacted] for your Limited Roof Leak-CHW paid the tech $255.00 Claim # [redacted] for your Air Conditioning System-CHW paid the contractor $107.50Claim # [redacted] for your Air Conditioning System-claim cancelled, you stated unit worked again. Claim # [redacted] for your Limited Roof Leak- claim was not covered due to improper install, your roof was not installed with flashing. Claim # [redacted] *or your Washer: -CHW paid the technician $130.00 and we did not hear back from you after several attempts via email and phone. Claim # [redacted] for your Dishwasher- CHW paid contractor $100 and we did not hear back from you after several attempts via email and phone. The entire amount that CHW has paid out of pocket for your claims covered or not was $1392.50. Again, even though you have paid a total of $864.00, you are monthly customer and CHW has paid out more for you in claims than you paid into the policy. Therefore, CHW wouldn’t be able to give you a refund of any. I do see that you have cancelled your policy with us, unfortunately due to this I am unable to offer any money towards any claims.We are sorry that you disagree with the outcome of the claim; CHW is in full compliance with our policy that you signed up for.Best regards,CHW