Choice Home Warranty

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 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: 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: 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: 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 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 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: 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 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: 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: 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: 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

I had a dryer problem, called choice they listen to my problem They assured me it would be taking care of and sent me a follow-up email. The appliance company called set up an appointment, they were on time, courteous and solved the problem immediately. I am very happy with the way the situation was handled from beginning to end. I would recommend choice and the appliance company.

Although my heating system required emergency repair in night time when CHW was closed, they understood and agreed to compensate me a portion of the total cost. within 48 hrs.

I have had 2 claims with Choice Home Warranty and both times they responded quickly and had someone out the next day to fix both items. They are always nice and helpful.

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.

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!

"WHOA", "HOLD-IT", "STOP", KEEP YOUR MONEY, DON'T DO BUSINESS WITH THIS COMPANY!

This is my experience per a recent claim for repair. "Well give you $100 toward repairs" your policy has only been enforced for 3 days and you knew there was an existing problem. (Truth) We had a home warranty that was in effect before Choice Home Warranty assumed responsibility. (Truth) Had I known about this "un-known" condition I would have used the existing home owners warranty that was already paid for and let them pay for repairs.

Told per the claim service dept and also printed in their warranty booklet, spelled out under "LIMITATIONS OF LIABILITY"; (iii) "KNOWN OR UNKNOWN PRE-EXISTING! (THEIR WAY OUT OF PAYING FOR A CLAIM)

Hey, isn't this why we purchase a Home Owners Warranty.

Can't help believe all the 4&5 star comments are FAKE!

Review: Performed home warranty repairs as a Contractor for Choice Home Warranty. Choice Home Warranty has failed to honor their contract/agreement as noted as item (h) stating payment for services performed to be rendered 30 days after completion. All work orders were completed, submitted and approved by July 2013. As of September 15, 2013 payment for services rendered have not been received.Desired Settlement: Payment for services rendered as outlined in the contract between Choice Home Warranty and Contractors.

Business

Response:

Dear [redacted],

We have received your request for payment for invoices submitted for work completed by [redacted]. It appears this issue has been

resolved and a request has been submitted to release any and all payments for approved submitted invoices.

Please keep in mind that Choice Home Warranty acted in accordance with the Contractor’s Service Agreement, as described in Section N., which

states Choice Home Warranty may immediately terminate agreement without notice to Service Provider, upon such termination all balances owed

to Service provider will be held in reserve for no less than 365 days.

You were removed as a service provider on 6/12/2013, due to accepting a service work order (SWO# [redacted]), collecting a Service Call Fee from a customer,

and subsequently advising Choice Home Warranty that we needed to provide the part needed for the repair. This was in violation of Section B. (a) under the Terms of Service Agreement, which states:

(a) Service Provider will provide and pay for all labor, materials, transportation, insurance and equipment (including applicable sales

tax payments) to fully and promptly complete the service work orders assigned and authorized by Choice Home Warranty.

We are glad this issue has been resolved and apologize for any inconvenience this may have caused.

Sincerely,

Choice Home Warranty

Consumer

Response:

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

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

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,