Choice Home Warranty

Review: I filed a claim with Choice Home Warranty on May 25, 2015 for a faulty control valve on my swimming pool filter. Choice home warranty sent their technician out to look at problem. On June 3, Russ, the customer service manager approved via phone and email (which I still have a copy of email) to reimburse me $56.00 for the part I bought to fix the problem. He said it would take 30 days to get reimbursement. After several attempts to contact Russ, he has not responded and I have not received the reimbursement. He is ignoring my attempts to contact him which indicates they are not planning on reimbursing me after all. I would like to report him for not fulfilling the warranty coverage.

My contract no. is [redacted] with Choice Warranty at time of claim. Also the claim no. I am reporting is [redacted] Thank youDesired Settlement: I will remove the company from the Revdex.com if they reimburse me for my part per the warranty contract.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.I do understand your frustration with your claim however you were offered a goodwill gesture and then you cancelled your policy. CHW cannot provide you with a goodwill gesture if your policy is cancelled. Our checks do take 30 business days and prior to your coverage being cancelled we did have a check in the process of being sent to you but once an account is cancelled all goodwill offers are revoked. We do apologize for any frustration that this has caused you, per our policy this is a non-covered claim.Regards,CHW

Consumer

Response:

I have had Choice Warranty two different times in the last several years. The first experience I had with them I reported a leak in the pool filter pipe. They referred a pool company to come out and check the problem. After a week of waiting on the tecnician, I received a call from Choice saying he had called in and reported that my pool filter was hit by lighning and therefore Choice rejected my claim. I told them at that time that the technician had never been out to even look at the problem and just made that up. They apologized and took my compaint and fired the technician but still refused to cover my claim. I immediately dropped them and picked up [redacted] I had them until Choice called in the spring and gave me a cheaper deal so I reluctantly dropped my previous Warranty on the day my Choice Warranty took affect. Both claims I submitted to Choice were rejected because they said they were pre-existing. The first one I paid and did not argue with them but when they rejected the second I finally spoke up. I had another warranty company up until the day that Choice took over. I would have turned this claim into the previous company if this has pre-existed prior to Choice Warranty taking affect. Secondly, Choice requires a 30-day waiting period at the time of you signing on with them (which they charge you the monthly premium for) to prevent anyone reporting a pre-existing condition. So I had waited my thirty days and was told when I signed up that I could file a claim beginning the first day my policy became effective and anytime thereafter. No where in there policy does it state that if you file on a certain day after your policy takes effect that they willconsider your claim to be pre-existing. Because I filed soon after the effective date of my policy they said that raised a red flag. I have had a home warranty company for 30 years and have never had to deal with these problems. When I spoke to Russ, the manager, he wasn't willing to make things right even though he didn't have an argument as to why they were not covering this $56.00 part. I even bought the part and put the part on myself to save them money. Only when I threatened to report them to the Revdex.com did he agree to reimburse me for my part. I have the email that it was in process. My next premium date was coming up in a couple of days and I chose to cancel my policy because of all the problems I have had with them. In their response, they said that they could not fuflill their agreemet to pay for the part since I cancelled my policy. It is a warranty company's responsibility tocomplete repair of your claim if it has been reported and currently in process prior to you cancelling your policy. That is my argument to Choice that even though I had cancelled my plan, I had an active claim that they had agreed to pay for I process. If they do not fulfill their obligation then I would like to move forward with the next step of getting them on the Revdex.com list of unethical companies. I do not want them to be able to continue this practice with other customers. Please let me hear from you on the status of my claim once you receive this. Thank you

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: 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 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: I had a service contract on my air conditioning system. They sent a service man to service it. After 2 trips he determined that the system was missing a part and therefore the coverage would not apply. I was told that I could hire my own contractor if I did not agree with the diagnosis. I told them that was not acceptable and asked them to repair the system. they said that the claim was closed and refused so I cancelled the policy. two days later I had another company look at the system. they determined that there were no missing parts and I need a new compressor. I called Choice and asked them to reinstate the policy and complete the repair. They refused and said that they no longer have a relationship with me!Desired Settlement: they should send a new technician who knows how to repair these systems and fix it under the warranty coverage that I purchased.

Business

Response:

[redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of this claim, I do see that the technician stated that the unit was missing a part the High side port was missing Schrader core, he went on to state that the unit fires up but doesn’t hold on and this is why. Technician stated someone had tampered with the unit. On 8/20/15, 8/21/15 & 8/24/15 CHW spoke with you several times and explained to you what the failure was accord to the technician. On 8/21/15, you chose to cancel the policy and as a good will offer, despite that CHW had paid out $1302.25, we provided you with a FULL REFUND of $1080.00.We advised you on 8/24/15, that we would not be able to assist you with this claim as you received a full refund and no longer are our customer for this policy.CHW was not obligated to refund you the entirety of the policy, as per section L. Cancellations. We were to provide you with a prorated refund and charge you with an administrative fee of $50. This would have made the amount a negative and you would have owed CHW.We do apologize for any frustration with this claim, if you had a second opinion before you cancelled your policy, CHW would have been happy to review the claim. Considering that we provided back all funds to you and we paid out on your policy, CHW will not be able to assist at all with this policy or claim.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. Best regards,CHW

Review: I 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: 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: My a/c has a clogged coil. The Repair man that issued to come out to repair it stated to them that it was a non-maintenance issue. Now my policy that I purchased includes all parts. But then at the same time they are excluded because they are telling me that it could be a maintenance issue even though the person that they sent out said that it isn't. I didn't pick this repair man, they did. And they are putting words in this man mouth. I have talking to him several times and he is just as frustrated as I am. I am on disability I have epilepsy and if it get to hot I will have seizures. I need taken care of now. And I don't have the money to spend. Thats why I bought this policy in case something like this came up.Desired Settlement: Cover the repair

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 began with us on 7/26/15, I do see your claim for the air condoning system placed on 8/3/15. The technician stated that the coils were clogged; this can restrict air flow into your compressor and therefore leaving the compressor not to function. Routine maintenance does consist of cleaning out coils. Our customers are responsible for maintaining their unit per the manufacturer’s specification. They should have a technician come to their home and clean the unit so that the unit can function properly. Also, the customer is responsible to come into the policy with the units in proper working order. Coils take time to clog and that would make it even longer for the unit to fail. This shows us that the unit did not come into the policy in proper working order as our policy requires it to.Per our policy Section F. Limitations of Liability 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.As well as :Section A. Coverage #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We always urge our customers to read through the policy and contact us if you should have any questions.We do regret that we are unable to assist you with this claim. Regards,CHW

Review: I have home warranty from Choice Home Warranty company. My Policy#[redacted]. I have filed the complaint on 7/20/2015 (Claim#[redacted]) regarding my A/C unit not cooling. Technician came by and filled the gas at my cost for $400 saying it is not covered and it got leaked out in 2 days and then he came by one more time within 2 days and filled the Freon gas again. It leaked again in one week and again on 8/4/2015 I had to open another claim for the same issue.

This time they said I need to replace the evaporator coil and the Choice warranty would not cover it. I am not happy about it since they did not give me proper reason and made me pay almost $475 ($430 for Freon gas plus $45 for service fee). The technician told me the repair cost would be $2100 and he would do it for $1600 if I can decide at the spot. Entire cost would be upon me and not covered by Choice Home Warranty.

This is blatant violation of what they promised me when I was signed up for the home warranty. I have ~two more years left on warranty. Based on previous experiences with other issues, it always took multiple iterations with many complaints that I filed before in order to get that issue fixed.

I feel that Choice warranty is taking advantage of the situation and is trying to escape from not paying for the A/C repair and forcing me to pay myself for the A/C repairs since it is an expensive repair. I am not getting proper response from any one and they are hanging up the phone on me multiple time saying they will not pay the cost of the repair or reimburse.Desired Settlement: I request the Revdex.com to strongly take up the issue with Choice home warranty and help me get the A/C repair done. A/C repair costs will need to be reimbursed back to me immediately.

Since this is hot summer, I cannot wait any longer with out a working A/C unit, I will move forward with the repair but Choice Home Warranty will need to pay the reimbursement costs.

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 thermal expansion valve is leaking Freon and per our policy, the thermal expansion valve is an excluded item. Please see Section D. Coverage #4 Excluded: “Thermal expansion valves”.This would not be a covered claim as CHW is not responsible or repairs that relate to this item as it is an exclusion to our policy.We understand that you stated that you had to file complaints for CHW to goodwill your units, in this case this exclusion is not something that we are willing or able to cover. Please understand that CHW will not be reimbursing you the cost of the repair for the unit.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

Consumer

Response:

I am rejecting this response because:After I complaint with CHW, They sent one company to fix my issue. The representative from that company , diagnosis the issue wrongly and with out taking my permission he put the freon gas and charged me more than $450. Who will responsible for wrong diagnosis and my loss?

Business

Response:

We suggest you contact the company that came out to your home. They are responsible for their work. As stated in our policy in Section F. Limitations of Liability #19 . You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.

Review: In March of this year I purchased a Warranty for all the home appliances, In the contract, they maintain a 24 by 7 availability, Contract Number: [redacted] Contract Term: 03/18/2015 - 03/18/2016 Rate: $35.83 Per Month

Since March, they have been deducting this amount monthly, I never used this contract until now. Today, 11/14/2015 my Refrigerator-Freezer stopped working. I called them and they said that in an hours time I would receive a call from the repair people and they will come to fix it. I never heard of the again, not only that, I tried calling them and I get a message asking me to send an e-mail if urgent and they would call me back.

Six hours after, and probably 700 dollars of frozen food warming up I decided their service is the worst with what I paid them until now and my food loss I would have bought another refrigerator.Desired Settlement: First they owe me a satisfaction

Second I want to cancel the contract and a refund of what I paid as they are in breach of the contract not honoring it.

Thank you

Business

Response:

Dear [redacted]:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] Upon review of your claim that you submitted for your refrigerator on 11/14/15, CHW did dispatch a technician to you on 11/15/15 at 10:33 am. Per our policy it states that CHW does have two days to find you a provider and dispatch them to your home. It also says that if it is a weekend or a holiday we would have 4 days to do so. CHW did dispatch a tech to your home within 1 day therefore we were in compliance with our policy’s terms and conditions. Please see Section below:Section C. SERVICE CALLS # 2. Upon request for service, We will contact an authorized Service Provider within two (2) days during normal business hours and four (4) days on weekends and holidays. The authorized Service Provider will contact You to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges.We do see that you have cancelled your policy and we do regret you chose that decision. We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: My point was not the one the business sends me. My point was that the day I placed the call on Saturday, the person that received it stated (and it was not true) that I would get a call in one hour, which never happened, after that when I called I was directed to send them an email and I would have a person there answering in a short time which also did not happened, If I would have had a sincere and truthful answer I would have been able to take previsions, this way, awaiting a solution I had loses, another point is that it is no use for me a 4 days wait when I have the freezer full of food that went bad. and ultimately on Sunday I went to buy a new refrigerator, because once you are lied upon how can you trust them any more, plus I am single at home and I work all the week days. sory but I cannot accept that answer, more now that with this incident I found out the do not service week ends, and then why I am told on a Saturday that I will have a n one hour response Sorry it is not a good service

Regards,

Business

Response:

[redacted]CHW does take claims on weekends per our policy C. SERVICE CALLS we do dispatch on weekends as well. If you can set an appointment up with a technician for the same day without a weekend rate that is fine but we determine what an emergency is as stated in section C. Service calls #2 "We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. If You should request Us to perform non-emergency service outside of normal business hours, You will be responsible for payment of additional fees and/or overtime charges."Our normal turnaround time normally is within an hour but per the policies terms and conditions it does state that we do have more time than an hour as stated in previous response. We are sorry for your frustration with this claim. Thank you,CHW

Review: Choice Home Warranty refuse to cover service which the policy clearly states it will cover, I have a active policy with the company and filed a claim an they don't want to cover the claim.Desired Settlement: I want Choice Warranty to follow through on this claim because the policy was active. I was given several reasons why they don't want to cover this repair.

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 began on 7/21/15, you placed a claim for your Air Conditioning unit on the same day that the policy started. You stated that it stopped working the day before, “before you went to sleep”. This shows CHW that your unit did not come into the policy in good working order as stated in Section A. Coverage. #3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We will not be able to cover a claim for any units that do not come into the policy in good working order. If you would like a refund on your policy, since it has been opened for less than a few days, we will be happy to provide that to you in a good will gesture. Please advise us by calling anyone of the supervisors and we will send you out the paperwork to refund you the $80.00 that you have paid to date.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:

I am rejecting this response because:I did not say the ac stop working the day before I said was working the When I went to bed about 1130 and it was actually cooling the lower level I sent the email requesting service at 345 am on the 21st n I called the morning of the21 to confirm someone would come out. My home was still cooling at that point. Your representativeConfused the time because of what time I placed the follow up call. If you read my initial email and the time I submittedthe email it was on the 21st which my ac was still working until 700 that evening. I see that your company is refusing toHonor the warranty which is not good business practice. Why was I given several excuses prior to or whenI spoke to you representative she should have told me it wasnt going to be cover why did they want to send someone outThe following day. These are clear sign your company simply dont want to pay for service. Please read my email

Regards,

Business

Response:

CHW is not honoring the claim because it is not covered under our policy. You placed your claim on the 21st and your policy had started on the 21st. We sent a technician out to your home because we didn't know what the issue was. Once the technician came out and gave us the diagnoses we were then able to see that the failures could not have happened within the day that you had your policy.You disregarded the section in the policy that states that all units must come into the policy in proper working order. Please see Section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We do regret the frustration that you are going through with this claim. CHW is in full compliance with our policy. As a goodwill gesture, since you disagree with our policy, CHW is offering you a full refund of the policy. If you would like to accept, please contact our company and provide them with the policy number and they will have the proper paperwork sent to you for a full refund.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 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: 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: I file a claim June 14, 2015 Sunday evening due to the fact my A/C unit wasn't cooling after I returned from out of town. Choice Home Warranty authorize [redacted] came out June 16, 2015 and diagnose the unit was low on Freon the technician stated he had to get authorization to add 3 lb of Freon and this is a one time authorization. The technician stated to Choice Home Warranty that the evaporator coil is leaking. Choice Home Warranty told me they will not fix this problem because this was a problem before I took out my warranty. My question to them was if my house was cooling before then and I leave to go out of town and when I returned how would I had known about a leak. I'm not a technician and I'm not qualified to make this determination when my unit was cooling. Choice Home Warranty said I will need to have the leak repaired, but according to the technician the evaporator coil can't berepaired it needs to be replaced. It is 100? here and during the day temperatures are higher then that. I have my son and pet along with me in a hot house. The purpose I took out a home warranty was to cover issues within my home that is costly to repair. I've spoken to Choice Home Warranty again today June 18, 2015 and I'm not getting anywhere. I'm not pleased with this service and feel it is wrong to take my money and not repair the problem I'm having.Desired Settlement: I would like for Choice Home Warranty to consider replacing the evaporator coil if they are not willing to replace the whole unit.

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim for your AC claim, I do see that your policy started on 6/12/15 and you placed your claim on 6/14/15; 2 days after the policy started. Although you are not a technician as you had stated in your complaint, we do require all units come into the policy in good working order. You have 30 days before the policy starts to ensure that all the units are in good working condition. CHW does not cover any unit that has a known or unknown pre-existing condition. Please see our policy below: 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.Section A. Coverage#3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We regret the frustration that this has caused you, we did however approve for the technician to add the 3 pounds of Freon into the unit and although it is not a covered claim, CHW did have to pay the technician $124.00 for this claim. We are unable to provide you with a new evaporator coil as stated this would not be a covered claim as per our policy.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Review: At the end of 2014 I've signed up with Choice Home Warranty for Home Warranty. During their sales call I've asked many questions ( they should have an audio record, as they stated), and I was assured by their sales rep, that any unit, any appliance in my house, that is listed in that contract and is functional at the time of signing this contract SHOULD BE fixed or replaced in case of failure. 10 months later, on 9/30/2015 my water heater started leaking. After my call Choice dispatched [redacted], Corp, their contractor, to come and see, what should be done. They came 7am next morning. Told me, the unit can not be fixed, has to be replaced. Choice called me and told me, they are sending another company for the second opinion. The second tech from [redacted] Mechanics said the same diagnosis.

Choice offered me $350 and not a penny more, their techs told me, if I want it done, I have to pay the difference myself. That will be around $1000.00 extra. That is the obvious mispadvertisement during their sale process, and kind of unfair business practices.Desired Settlement: I want Choice Home Warranty to send a technician to either replace my water heater, or restore it's functionality to the factory specs AT NO CHARGE to me. I want them to refund me full cost of my contract, because the did not provide me with the coverage, I am ENTITLED to. In addition to this claim I will file the similar claims with the [redacted] where these business practices took place, and with the [redacted] of NJ, where the company is registered.

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 has offered you a buyout of the unit in the amount of $450.00. We were trying to work with you because we do feel that the technicians’ pricing was a bit high and we were going to contact him to see if he could assist with a better price for the labor for the unit. I have done some research and do see that you can purchase a water heater for $300-$400 and you can use the rest of the funds for the labor. I have found this at the local Lowes and Home depot centers. We would like to assist you and if you are not comfortable with the buyout amount, please contact Russ as he is aware of the situation and will contact the technician to see what we are able to do for the labor cost. We might be able to use a different technician too. If you chose to cancel the policy, we would not be able to assist with the labor cost. Also, if you chose to cancel the policy, please see Section L. Cancellations, you would be required to pay our company back for costs that we paid out during the contract term and an administrative fee of $50 as it would not be a mutual agreement. We do hope that you allow us to assist you and please again contact Russ as he is able to assist. We regret your frustration with this claim; CHW is in full compliance with our terms of our policy. Best regards, CHW

Consumer

Response:

I would be happy to get $450 from Choice Home Warranty. But all they offered over the phone was $300. Also, the first communication regarding this case was your email, stating that case was closed. Please, let me know how to reopen that case.Thank you!

Business

Response:

CHW has authorized the $450 for you on 10/28/15 and you will receive the check in 30 business days from the 28th. I do apologize that I was not able to return your call but I am happy that we were able to assist you on this claim.

Review: CHW has not honored their part of the contract when repairing/replacing my AC. My AC was out for 2 weeks. Techs were not professional and did not fix the issue and did not return to fix the issue. I continued to contact the tech (via phone and text message) that CHW sent out to repair the unit but I did not get any response forcing me to contact another HVAC company to come out to look at the issue and repair. The HVAC personnel that I called contacted CHW to let them know that my compressor inside the unit has gone bad and needs to be replace. CHW called and said that it wasn't covered due to a lack of maintenance. However I have my unit serviced every 6 months, although it is not required. I have offered pictures and maintenance records to prove that my unit is covered and yet they still refuse to honor the contract as it is covered.Desired Settlement: I expect CHW to honor the contract I agreed with them and replace the unit as the tech has suggested. They have paid them for a service and would like for them to replace/repair as agreed.

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 CHW has assisted you in the following claims:Claim # [redacted] for your Oven Stove Cook in the amount of $300.00Claim # [redacted] for your Dryer in the amount of $152.65Claim # [redacted] for your Heating System in the amount of $340.00Claim # [redacted] for your Air Conditioning Unit in the amount of $55.00 For the claim that you had placed on 06/08/15 for your Air Conditioning system, you had your technician come back to your home after we had ours and we were explained the same thing. That the system has a leak in the cap tube in the condenser, the coils are dirty on the outdoor system and the evaporator was rusted. The restriction with the air flow made it so the system leaked. CHW does consider this to be a lack of proper maintenance. Your technician called us on 6/19/15 and we explained to him the reason of denial and he did agree that this would be the reason.Per our policy, 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.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.Lastly, you stated that you had maintenance records and you were going to send them to Kyle, one of our managers here at CHW, He never received the records nor did our claims department. Therefore, we were unable to review the claim with the records that you stated you had. If you would like to send them in to our office, please send them to my attention Tracy and I will give them to our autho department for review. If you do not have any records, we would have to close this claim as non-covered.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

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

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: 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,