Choice Home Warranty

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

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: 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: 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 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: 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: After submitting a claim to CHW, they dispatched a technician to my home. The technician called CHW to authorize the repair, but CHW would not consent to cover the repair. When I called CHW to discuss the matter, I was transferred multiple times and placed on hold for 22 minutes. I was finally connected to [redacted], who was extremely rude and combative in her tone. She talked over me and could not or would not answer my questions. She insisted that CHW could not honor my warranty per a clause in the contract. However, the definition that she used as the basis for the denial was not in the contract. I was left to pay for the repair and the service technician said that the denial reason was misinformed.Desired Settlement: CHW needs to honor the terms of our contract and cover the repair. Since I have already paid the technician for the repair, I expect to be reimbursed for that amount with the exception of the $60 service call fee. In addition, the way that I was treated by the CHW claims representative was completely unacceptable. I do not wish to continue conducting business with them and am so dissatisfied with the service that I would like to be refunded for the coverage as they are unwilling to honor the terms of the agreement.

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 your policy that started on 8/22/15, you placed a claim for your Air Conditioning System on 8/25/15; this was only 3 days after your policy began. The technician stated that the units failures: Low on charge, needed a fuse at the disconnect; could not have happened within the 3 days that the policy began. These failures take time to happen and per our policy, Section A. #3 state that all units must come into the policy in proper working order.Also, Section F. Limitations of Liability states in #1 that we do not cover known or unknown pre-existing issues.As per our policy, this claim would not be covered. We do apologize if anyone was rude to you in any way. CHW doesn’t condone that behavior and this will be addressed with the supervisor that had spoken to you.We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as it is always as said above available online for anyone to view. Regards,CHW.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was reminded to respond to this matter this morning when my garbage disposal stopped working mid-use. Choice Home Warranty's practices are dishonorable and predatory. Rather than address valid points presented in my dispute of both the claim and all the related fees that were stolen from me, CHW reiterated a standard blanket reply which failed to respond with any specificity to the issues I raised. Because I can not recover the time, energy and resources I have invested in getting what was contractually promised to me when I entered into agreement with Choice Home Warranty, I am prepared to pursue all avenues available, including a class action suit, to hold CHW accountable and to protect other consumers from this scam. CHW states: "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.”This is exactly why I purchased this warranty. Most of the appliances in my home are brand new. Rather than renew individual warranties on each appliance, I purchased a home warranty. CHW states:Upon review of your policy that started on 8/22/15, you placed a claim for your Air Conditioning System on 8/25/15; this was only 3 days after your policy began. As CHW confirms, the policy was in fact in effect as of 8/22. CHW’s policy does not indicate that there is any period following the effect date that claims will not be covered. It does not matter if it was 3 hours, 3 days or 3 months into the policy, CHW does not honor the date in which the policy did in fact become effective. All claims following that date must then be covered. CHW state:The technician stated that the units failures: Low on charge, needed a fuse at the disconnect; could not have happened within the 3 days that the policy began. CHW advertises pre-screened, professional and quality technicians. They also advertise quick response and guaranteed repairs on the work. The technician did not leave any official diagnosis of the problem and CHW failed to provide this information upon request. The fuse was brand new, installed before calling for service. Nonetheless, I paid the service fee of $60 plus the additional repair cost out of pocket because CHW refused to cover it. The technician, to our knowledge, repaired the unit. It worked for 3 days. I called him back out because his work was supposed to be garunteed and he never came back. Firstly, then, the extent to which the diagnosis was accurate is questionable, given that the unit was working, then failed 3 days later. Second, CHW maintains that the failure could not have happened within 3 days of the policy becoming effective. Based on what facts or evidence does CHW arrive at this conclusion? Their service technician repaired the unit and 3 days later it failed. It was in working condition until it stopped working. That’s generally how it goes, things work up until the moment that they don’t. CHW states:These failures take time to happen and per our policy, Section A. #3 state that all units must come into the policy in proper working order.Again, the unit was working just fine up until the moment that it did not work. It was working in July when I purchased the warranty. CHW provides no explicit criteria, definition or measure for assessing proper working order other than asking the customer when they obtain the policy if the appliances and units are working, which they were. "These failures take time to happen” is ambiguous and irrelevant. Per section A #3, the unit was in proper working order and given that CHW fails to conduct home inspections, they are unable to provide any legitimate counter argument. CHW states:Also, Section F. Limitations of Liability states in #1 that we do not cover known or unknown pre-existing issues. As per our policy, this claim would not be covered. Again, the unit was working as well as my washer. The AC is older and the Washer is brand new. It doesn’t matter because things work until the moment they don’t. It’s why people buy a home warranty. CHW is suggesting that the issue was pre-existing, which, in the middle of a heat wave, where temperatures were averaging 90 degrees and higher, would have been impossible in a home with four children (one of whom is an infant). Unless CHW can provide evidence and prove beyond a reasonable doubt that the issue was pre-existing, which would have required an inspection of the unit prior to or at the time we entered into the agreement, then CHW can not use this clause as a loop hole and must cover the claim.CHW states:We do apologize if anyone was rude to you in any way. CHW doesn’t condone that behavior and this will be addressed with the supervisor that had spoken to you.There are hundreds of consumer complaints on line that indicate just the opposite. CHW practices seem to be consistently predatory and customer service extremely confrontational and hostile. An apology is a nice, but insincere and inadequate gesture. CHW states:We do apologize for any frustration that this claim has caused you, we always urge our customer to read over the policy as it is always as said above available online for anyone to view. The policy has been read and re-read. CHW is trying to manipulate the terms of the agreement to absolve itself of its contractual obligation. When someone purchases health insurance, claims are covered from the effective date to the termination date, whether the policy has been in effect for one day, one month or just under 1 year. I just purchased a brand new car with only 3 miles on it. I purchased an additional warranty that went into effect 24 hours later. In less than a week, there was a mechanical failure. The warranty, which was in effect, covered it. Nissan did not refuse to honor the repair because it occurred 4 days into the warranty. The real issue here is that CHW never intended on covering any claims, as is evidenced by the number of public complaints. Things work up until the moment that they don’t, so issues are not known, un-known or pre-existing. They may be normal wear and tear or sudden. Either way, I am prepared to pursue this matter until CHW displays some integrity and honors the terms of the contract without manipulating itself out. Regards,CFB

Regards,

Business

Response:

[redacted],Please read our policy Section A. Coverage #3 where it states that ALL units must come into the policy in proper working order. Your unit did not come into the policy in proper working order, the authorizations team confirmed with our technician that the unit could not have had the failures that it did within the few days of the policy.The 30 days that you have to wait for the policy to begin, this is the time that you are supposed to read the policy and ensure that all items are working correctly. We do apologize for your frustration but CHW is in full compliance with our policy.Regards,CHW

Review: I am contacting you regarding my service with Choice Home Warranty (CHW). When I called Choice to get the warranty service, I warned the sales rep that my home had very high end appliances and was told that it did not matter. (I was never told that I would not have my appliances replaced with comparable appliances. I was also NOT told that there was the possibility that any of the appliances had a chance of NOT being replaced at all.) Contrary to that fact, I was told that CHW would have to replace or repair any covered product.

I have only made 2 calls to CHW while with them. My second claim would then come shortly after the 4th of July... Air conditioning unit was not cooling. It was a nonspecific service request for my air conditioning unit because I could not tell which unit, upper or lower A/C was working if any. Just Cooling came out and stated that it was my upper unit and it had been repaired. I was told that he also checked the lower unit. At any rate, I made a second call soon after because it appeared to me that the A/C was not working again. Just Cooling came out again and stated that it was my lower unit not working. I was called by CHW and told that I must pay another service fee because it was not the same unit. I did. When the service man from Just Cooling left, he told me the compressor was not working and it would require replacement. When I spoke to CHW, I was told that it was a ground to unit problem and that those were always the homeowner's fault and that the unit would not be covered due to improper maintenance. Though I had very recently a service repairman out to clean and maintain the unit, he did not write that part down on the invoice. I sent out 4 invoices of repair to the AC unit, still nothing from CHW.Desired Settlement: I have paid for the replacement of my AC unit. Since the contract does not give any conditions of noncoverage, I would like a full refund of the charges I paid for the unit.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/useragreement.com.Upon review of the policy that you have with us, CHW does see that the following claims were placed and we have assisting with all of them except for the last one placed for the Air Conditioning System: On 06/24/15, Claim # [redacted] for your Air Conditioning SystemOn 6/18/15 , Claim # [redacted] for your DishwasherOn 4/2/15, Claim # [redacted] for your DishwasherOn 8/11/14, Claim # [redacted] for your RefrigeratorOn 5/6/14, Claim # [redacted] for your MicrowaveOn 1/23/14, Claim # [redacted] for your Heating System We were not able to cover the cost of the repair or replacement of the Air Conditioning System as stated to you due to a lack of proper maintenance. The records that you had sent to us are not maintenance records, they are repair records. There is actually an invoice that states unit was very dirty and needed a cleaning and no note of that even being done.Per our policy, Section F. Limitations of Liability #12 states: 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 regret your frustration with this claim and that we are not able to assist.Please feel free to contact our supervisors to assist you with your claims as we do value you as a customer.Regards,CHW

Consumer

Response:

I am rejecting this response because the cleaning of the air conditioning when it was dirty was done at that time. It was your repairman's negligence or to CHW's convenience NOT to note that he indeed cleaned it. As it is to note that it was to CHW's convenience that their policyholder paid the repairman to come out, state the unit was dirty and simply do nothing to repair the unit. CHW asked for copies of invoices to my repairs with another company and is now documenting that my unit was out of maintenance with the very papers that was requested from me in order to repair the unit. The repair requests CHW quotes that were made to my air conditioner were made to my air conditioner under another warranty company. This company practices deceptive tactics. CHW made no attempts to determine what was done to the air conditioning unit when it was found dirty. CHW uses deceptive practices to deny what is promised to its policyholders.

Regards,

Business

Response:

We are very sorry that you feel this way and we do appreciate your feedback. Per our policy, we do not cover any type of maintenance we did advise this to you. We regret your frustration with this claim.Thank you,CHW

Review: I filed a claim # [redacted] for my whirlpool tub because the motor went out. Once they sent someone out to service the motor, he said he was there for a garbage disposal. My wife advised him it was for the whirlpool tube, he argued back with her and was very rude and stated he was there for a garbage disposal. He advised doesn't work on whirlpool tubs, but I verified with the company days before that they did service whirlpool tubs. I called Choice and asked to speak with a Supervisor and got no where. they were rude and unprofessional. eventually they said that they would send a new contractor out. Come to find out this contractor doesn't service whirlpool tubs and I had been waiting since the weekend. by then I was fed up and cancel the service plan all together. it was all a mess and they didn't even care either. I have never had this worst of experience with customer service in my life.Desired Settlement: I want a refund of the money I paid for the service plan.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/useragreement.com.I do see that there was a claim placed for a plumbing issue and I do see that the service provider stated that he did diagnose the unit. Upon your request we did attempt to dispatch a different technician and also advised you that we have a reimbursement option for our customers. We advised you that we would send you a form that you would have the technician fill out and upon his diagnoses he would have to contact us before any work was completed. You stated that you did not want to find your own technician that you would like for us to continue to look for one in your area, as we did. Before we were able to provide one to you, you cancelled the policy. Being that you have already cancelled your policy, CHW would not be able to provide a full refund. We do apologize for any frustration that you have had with this claim.As per the claim, CHW is in full compliance with its terms & conditions. We do urge customers to read the policy to fully understand what is and isn’t covered. If you should have any questions or concerns, please feel free to contact us. You can always view the policy online as stated above.Regards,CHW

Consumer

Response:

First of all, when the technician came out, he never even looked at my plumbing issue with my whirlpool tub, because he said he was there to service a garbage disposal for which I didn't know what he was talking about. He refused to let me contact Choice and left immediately. When I then called Choice, you did nothing for 24 hours and when I finally contacted Choice again, it took another 24 hours for you to advise of a new service provider they didn't work on whirlpool tub which was my original order of repairs. When I then contacted you again, you advise me that the technician said, he did service my tub and it could not be repaired and there was nothing you guys could do. I asked to speak with a Supervisor and the Supervisor told me there was nothing she can do and I still owed the technician when he didn't even spend 5 minutes in my house. So that is when I cancelled the plan. This is the worst company I ever dealt with, with horrible customer service skills and blatant disrespect for the customer. I would never use your services again and wouldn't dare recommend you to anybody. Your company. Is the worst company I ever dealt with. No professionalism or regard for the customer. You will not get away with this!!!!!

Business

Response:

We do apologize for your frustration and appreciate your feedback.Choice Home Warranty

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 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: 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

Choice Home Warranty – Nothing is covered!
I bought choice home warranty for 3years-deal with $1050. Within last one year, I totally have to complains for my house and choice does not pay me a penny. One problem is last year with AC problem (AC capacitor), and choice told me it is not covered. I spend over $300 to fix the problem. This year, I got water heater leaking problem, and choice said that it is not covered. I spend over $1966 to fix the problem and choice give nothing to me. When I bought the insurance, the choice salesman told me, it is all covered, but right now, I haven’t find anything covered by Choice.
If I do not have Choice Warranty, I’ll not spend $1966 to fix the water heater leaking problem. It usually cost about $1000. The leaking was on Sat, I reported to choice and Choice picked a plumber for me. But the contractor picked by Choice only works on weekdays. I was waiting for the contractor until next Monday, and then Choice said it was not covered. The contractor charge me over $2000 for the repair and I have to use this contractor because I want it fixed Monday, there was no other plumber available on Monday.
Choice did not help me any, just cost me more money. This company is very bad!

Review: this involves a home warranty issue. my contract says that the item would be repaired or replaced. Yet when I made a claim for my water heater the repair man said the tank was leaking. He called it in to the warranty and they refused to repair/replace it. I asked why as previous warranties had covered all problems. They argued the tank was not covered. I asked why as the tank was part of the heater. my contract says fuel, holding ,storage tanks. I then asked them to cover the labor to remove all working parts and install to new tank I would buy, they refused that too.Desired Settlement: I want my waterheater replaced as expected from these warranty companies. I bought the warranty for instances like these.

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 water heater. Upon diagnosis, the service provider stated that your unit was leaking from the storage tank. Unfortunately, the storage tank is not covered under CHW policy. Please see below:6. WATER HEATEREXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.Our records indicate that per your request, your CHW policy was canceled on 9/24/14.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:As I read the contract, I read it as saying it will not repair the storage tank ie..weld the leak, thus leaving no option but to replace the tank and /or replacing it. They did neither. Leaving me with no hot water and a water heater left disconnected from the water line and electric by the plumber sent out to repair it. Furthermore I removed the waterheater and have not found any leaks coming from the tank. It appears the leaks are from the heating elements.

Regards,

Business

Response:

We regret your frustration in regards to this claim. The information provided by the service provider stated that your water heater was leaking from the main storage tank. Unfortunately, the main holding tank is not covered under the policy. Our records indicate that per your request, your policy was canceled on 9/24/14, voiding all open claims.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 called the service and they sent a plumber out to unclog my sink in the basement. The plumber said the sink pipe was clogged with concrete and he needed to replace the parts to unclog the sink.. He said it would be no problem. He told me to call on Monday 1/4/16. I called Choice and the manager Stephanie ([redacted]) told me the company could not replace my pipes because that was not normal wear and tear. I told her that is not what my contract says. She told me to look on some pages of the contract and I did and that is not what it says. I feel and if she was being mean to me and would not okay this order regardless of what the reason for the clog. I pay my bill automatic every month on time. I changed from AHS, because I read that Choice home warranty was the best. I now am sorry I changed. I paid the plumber $4.500 and would like a refund since I cannot get any service for my sink. Stephanie is not very nice. I felt very upset after talking with her.Desired Settlement: I would like my pipes fixed and my sink unclogged and a refund of $45.00.

Business

Response:

Dear [redacted]r,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, having cement built up in the pipe line is not considered to be normal wear and tear. Our policy states that we will cover failures that are a result of normal wear and tear. Also, this must have been an improper previous repair which is not covered per our policy.We do apologize if you felt that Stephanie was rude to you in any way, we will pull her call and give it to the VP of Operations to review.CHW has to charge the service call fee for any claims that a technician goes to even if it is a non-covered claim. This is the amount you pay every time a technician would be dispatched. We would be happy to place a onetime free service call fee under your policy for any aggravation that you had dealt with. We do regret your frustration with this policy however; CHW is in full compliance with the terms and conditions of the policy.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: I contacted Choice Home Warranty on 4/16/2015 and opened a claim on my refrigerator. They assigned a technician from [redacted]'s Appliance Service. The technician has replaced a part after days of rescheduling his appointment. A few days went by and the issue was still not fixed. We called the home warranty back and they dispatched [redacted]'s appliance again. The technician came out and said that he needs to get another part. He was supposed to be here 3 days ago with the part, but has come up with different excuses every day for not being able to come over and replace it. This technician James who seems to be the one and only person at [redacted]'s appliance is extremely unreliable and unprofessional. Choice Home Warranty has not done anything to speed up this process.Desired Settlement: I need this refrigerator fixed on Monday 5/18 by a different company. I do not want to ever work with [redacted]'s appliance. I also need to be reimbursed for the food that we had to throw out over and over again.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . I do see that you had placed a claim for your Refrigerator and CHW did dispatch [redacted]’s Appliance to your home to diagnose the unit. We do apologize for the trouble that you had with them and the length of time that it took for your unit to be fixed. I do see that we were able to have Imperial appliance service come out to your home and give us a correct diagnosis for your unit. I have placed a complaint against [redacted]’s Appliance in regards to this claim and I am happy that you were able to speak to Russ to resolve this issue. I do see that we are sending you a check in the amount of $500.00 to go towards the replacement of a new unit. On behalf of CHW we do apologize for any and all trouble that this claim has caused you. Thank you for your feedback as it is always helpful to improve our customer service. Best regards, CHW

Review: I bought a Home warranty service with Choice Home Warranty (CHW) that covered my home appliances. After some months of paying my monthly dues, I made a claim for my dishwasher. The service technician came to the house and recommended the dishwasher be replaced. I expected CHW to replace the dishwasher with a new dishwasher, per the home warranty. They opted to send me a check for $180. When I called to ask about the check check, they mentioned it was for us to purchase a new dishwasher. After searching the internet and local stores the cheapest dishwasher we were able to find was $299. I called CHW lettign them know that the check (still not cashed) was not enough to purchase a new dishwasher. They replied that $180 was the average cost of a dishwasher. When I asked for a store or business that sales dishwashers for $180, they said they could not. SO logically and fairly I tried to find a solution by suggesting to them that I would return their $180 check and they could send me a check for the lowest amount (not the average per their contract) that I could find. When they refused I recommended I return the check and they send me a new dishwasher. They refused and said it was not possible, claiming that $180 was the average cost for a dishwasher but at the same time could not identify one location that could sale me a dishwasher for that amount. I talked with at least two managers and they refused to either send me a new dishwasher or the amount of money to purchase a dishwasher. Since they refused to give the service they advertised, I requested my account be closed. They continued to charge me for 3 months. The last month I was charged was December 2015. After requesting my account be closed, I cashed the $180 check and purchased a new dishwasher for $520.60 including installation and the removal of the old dishwasher (home depot). This was all supposed to be covered by CHW.Desired Settlement: I would like the balance of the cost of the new dishwasher with the installation (520.60 - 180 = 340.16). I would also like a refund for the three months after I requested my account to be closed (35.83 x 3 = 107.49). I think this is fair.

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 dishwasher, it shows that CHW provided to you the cost of repair for this unit as stated in Section F. Limitations of Liability #16. Please see below:16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.The technician stated to CHW that this unit was not worth the repair therefore CHW provided to you the amount it would cost for us to repair to go towards a new unit.We do apologize if this was not conveyed to you properly and we will speak with the reps that you had spoken to. Unfortunately, you chose to cancel your policy and we are not permitted to provide any extra cost to you.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as cancel for a full refund within this time period. Per our policy Section A. Coverage #3, CHW does expect all units that come into the policy in proper working order.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There are similar complaints on Revdex.com and those people's complaint were to their satisfaction. What makes my complaint different?This response states that they will not go any further with this because my account was closed. I tryed to have this solved at least 4 months before closing my account. The account was closed because of CHW's blatant disregard and unwillingness to help in this claim.

Regards,

Ishaq Majeed

Business

Response:

Dear [redacted]CHW has provided you with the amount of $180.00 that you accepted on 8/11/15 and that we did mail out to you for the unit. Once we provided you the amount and you had accepted, you contacted us back and requested more funds. We do understand your frustration however, your policy has been cancelled and we cannot provide funds for a policy that is no longer in effect. On 10/5/15, you requested for CHW to provide you with more money and if we were not able to do so then you advised you wanted to cancel. We explained to you that per our policy Section F. Limitations of Liability #16 states We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.CHW is following our policy, we do regret your frustration however we are in full compliance with the terms and conditions of the policy. Best regards,CHW

Review: I have been with Choice Home Warranty since July 2013. On January 5, 2014, My furnace stopped working and I called Choice Home Warranty to file a claim. I called on a Sunday and was told that I was speaking with the Answering Service but they would get my information to the correct department. I was told by the Answering Service that I would receive a phone call back with the Company name and phone number. I did not receive a call from anyone and it was below zero outside and I have 7 children. I kept calling Choice Home Warranty and they finally told me on Wednesday that they did not have any providers in my area. The representative told me that I could do a reimbursement. Basically, I call someone of my choice and have them fix the problem and I would be reimbursed. I did exaclty what was told to me because my children and I were freezing in this big home with no heat. I called Choice Home Warranty for the authorization number for the claim form and was told that I was supposed to call and get the authorization form when the technician was in my home as this was not explained. I did call Choice Home Warranty to let them know I found someone but the hold time was atleast 45 minutes to an hour. The technician was in my home, fixed the problem and was gone before I got through with a Choice Home Warranty Representative. Once I did finally get through to someone, I was told they needed to speak with the technician. I then forwarded the information to the representative who told me he needed to verify this information and he would give me a call back. I never received a call back from anyone once again. I finally called and spoke with a rep name Lily and she told me to write her name LILY as my authorization number and I did. As I was speaking with Lily she told me that Choice Home Warranty does not have any service providers in my area beacuse Turtle Creek is such a small city.Desired Settlement: I want my money refunded to me and Choice Home Warranty should not be allowed to offer service to anyone where they don't have providers. If I had the money to pay for the service up front and get reimbursed later then I would not be in need of the home warranty service. I feel this company is croocked and committing fraud. Please look into this so the next person who is in dire need won't have to experience what I did. I still haven't had any satisfaction from my Electrial claim that I placed on the same day as my heating issue (January 5, 2014). Hold times are atleast 15 minutes plus and it's such an unprofessional experience.

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 .

After reviewing your claim, we do see that you were given the correct refund for the unit. You will be receiving a check in the mail and our notes show that after you receive your check you are requesting to cancel with us. Please advise [redacted], whom you had spoken to about canceling your policy and he can help you with that.

The claim amount was for $86, if you minus the service charge fee it will come to $41.

Thank you for your feedback as this always helps us improve our services.

Best regards,

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 obtained CHOICE HOME WARRANTY ON LINE, TALK WITH REP THERE BY THE NAME OF [redacted], HE MADE GOOD OFFERS, I WENT FOR IT, NOT REALLY THINKING AT THE [redacted]E, MY HOME WARRANTY WAS CANCELLED DUE TO NONE PAYMENT OF PLAN THRU MY MORTGAGE CO. BANK OF AMERICA. WHICH AT THE [redacted]E I DID NOT KNOW IT UNITL I GOT A RENEWAL LETTER FROM AHS, WHICH MY CONTRACT WITH THEM SUPPOSE TO EXPIRED IN 08-04-2013,BUT WHEN I APPLIED FOR CHOICE HOME WARRANTY HE STATED HAVE TO WAIT 30 DAYS THE MONTH I APPLIED WAS IN MAY, SO JUNE WAS EFF DATE 06-04-2013 SO JUNE CAME I CALLED I NOT REC'ED NO LETTER FROM THEM NO PAPER WORK, I TALK TO REP AND TOLD HER HAVE NOT RE'CED NO PAPER WORK SHE ASK FOR MY NAME AND ADDRESSS , UNABLE TO LOCATE, BUT I TOLD HER I RECED A PAMPLET SHE STATED , THATS YOUR COI SPNTRACT # INSIDE, I READ HER CONTRACT #,[redacted], UNABLE TO LOCATE, I ASK HER COULD SPEALK [redacted], SHE STATED THAT HE WAS NOT IN, SO I CALLED BACK NEXT DAY HE WAS THERE, I TALK TO HIM HE STATED I DONT KNOW WHAT HAPPEN, I TOLD HIM THAT WAS OK , I WANT TO CANCELL, HE TOLD HE AFTER ALL THIS DAM WORK, YOU ARE GOING TO CANCELL, I HUNG UP AND CALL BACK ASK TO SPEAK WITH A SUPERVISOR [redacted], I TOLD HIM HOW HE TALK WITH ME HE TOLD ME THAT HE SORRY THAT HAPPEN HE GIVE ME A BETTER DEAL, SO I TOOK IT, HE STATED I HAVE TO WAIT 30DAYS, ANOTHER 30DAYS, SO I DID, GOT ANOTHER CONTRACT# [redacted]. THEN IN JULY MY REFRIGERATOR GOES OUT, CALLED CHOICE HOME WARRANTY THEY SENT SERVICE PEOPLE OUT I WAITED I EMAILD AND CALL SERVICE PEOPLE , LEFT MESS, AFTER MESS THEM SOME STOOD UP TO THE PLATE YOU NEED TO GET IN CONTACT WITH WARRANTY I DID THEY LOOK UP STATED NOT COV PRE-EXSISTING, I EXPLAINED TO THEM UNTIL WAS BLUE IN THE FACE, I WANT TO SPEAK WITH THE SUPERVISOR, HE GIVE TWO NAMES [redacted], [redacted] , HE TOLD, I WILL MAKE YOU A DEAL , I W ILL WRITE OUT A CHECK FOR $200.00 DOLLARS TOWARD YOU A NEW REFRIG, I TOLD HIM I DON'T BUY JUNK, HE STATED I AM SORRY NOTHING I CAN DO FOR YOU, AND THAT WAS THAT.Desired Settlement: I WANT REPLACE MENT FOR MY REFRIGERATOR, AND MADE WHOLE. NO WAY SHOULD I BEEN TREATED LIKE THAT, THIS IS NOT A PRE EXISITING , CASE, I FELT LIKE NOTHING, USED, I AM 63

YEARS OF AGE AND A DIABETIC , I NEED MY REFRIGERATOR, I AM TRIED OF EATING OUT. THEY DID MAKE GOOD OF THERE ADVERSTISEMENT, NO MATTER HOW OLD YOUR APPLIANCE IS, THEY SHOULD HAVE STATED YOU HAVE BE WITH US FOR 1YEAR BEFORE YOU FILE A CLAIM, TO ME THEY TAKE ADVANTAGE OF PEOPLE, SOMETHING SHOULD BE DONE. THESE TYPES OF BUSINESSES.

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 regret your frustration with the outcome in regard to claim # [redacted] for the non-functioning refrigerator. However, upon review this is

a non-covered item as described in Section F. 1 of the Terms of Service Agreement: The following are not included during the

contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork,

(iii) known or unknown pre-existing conditions. The issue with your refrigerator’s compressor was deemed to be a pre-existing condition,

as this deterioration and failure occurs over an extended period of [redacted]e, although symptoms may not present

themselves until it has completely failed.

This information was communicated to you on 7/26/2013, at which [redacted]e we offered to provide you with a good will credit of $200 to assist

with the purchase of a new refrigerator. We will continue to honor this offer and remain dedicated to delivering

on your satisfaction, while resolving any issues you may have. Please feel free to contact us with any additional questions.

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.

Sincerely,

Choice Home Warranty

We were asked by Choice Home Warranty (CHW) to assist three customers with pool repairs. The problems were diagnosed and costs given to CHW and they gave us an authorization on each. When requesting payment, they asked us to fill out a vendor application which was denied. They now are telling us they have 365 DAYS TO PAY US which its way outside normal terms in this industry. We now must go to the home owners for payment which we do not want to do but the problem is caused by the integrity of CHW. I tried to contact the CEO with no response. Please look at ALL the review sites before considering this company.