Choice Home Warranty

Review: On two occasions they have failed to live up to my service contract. I entered a service request four days after my contract was active and I was wrongfully denied because they said it was a preexisting issue.

Today I was denied service due to fixtures not being covered but I wasn't told this when I entered into contract over the phone.

I feel this company engages in unlawful service practices. I was told by a rep that anything can be denied if THEY determine poor maintenance.

I want this company to either honor my contract or refund me.Desired Settlement: Repair my tub faucet and partial pay for a new dryer as per my contract, OR refund all monies spent thus far and cancel my 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 . Upon review of your policy that started on 4/2/2015 we do see that you had placed 2 claims with CHW.On 4/6, four days after your policy started, you placed a claim for your Dryer, CHW dispatched a service provider and it was determined that the unit had a bad ignitor, timer, roller bearings and start button switch all were bad and not working. Unfortunately, these are things that could not happen within the four days that you had your policy. Our policy states that once you enter the contract that everything should be 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.Also, on 5/8/15 you placed a claim for your faucet in your shower that you stated was broken. Per our policy, we do not cover faucets. Please see section D. Coverage 8. PLUMBING SYSTEM/STOPPAGEINCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s grade as necessary), toilet wax ring seals - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps - Built-in bathtub whirlpool motor and pump assemblies - Stoppages/Clogs in drain and sewer lines up to 100 feet from access point. Mainline stoppages are only covered if there is an accessible ground level clean out, except:EXCLUDED: Stoppages and clogs in drain and sewer lines that can not be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets - Cost to locate, access or install ground level clean out – Slab leaks - Polybutylene or Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms - Baskets and strainers - Popup assemblies - Bathtubs and showers - Cracked porcelain - Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain mechanisms - Sinks - Toilet lids and seats - Cabling or grouting - Whirlpool jets - Whirlpool control panel - Septic tanks - Sewage ejector pumps - Water softeners - Pressure regulators - Inadequate or excessive water pressure - Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits - Holding or storage tanks - Saunas and/or steam rooms. NOTE: We will provide access to plumbing systems through unobstructed walls, ceilings or floors, only, and will return the access opening to rough finish condition. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement. Our authorized Service Provider will close the access opening and return it to rough finish condition, subject to the $500 limit indicated. We shall not be responsible for payment of the cost to remove and replace any built-in appliances, cabinets, floor coverings or other obstructions impeding access to walls, ceilings, and/or floors.We do see that once you had signed up with CHW, we did send you an email and a hard copy of the policy for you to review. Also, as stated above, you can always see it online at www.choicehomewarranty.com/useragreement.Best regards,CH

Consumer

Response:

I am rejecting this response because: my dryer stopped working suddenly. There was a sudden failure that did occurred after my contract start date. If you allege it was prior to my contract, I am requesting a written statement of when these items failed.

Business

Response:

Your policy began on 4/2/15 and four days later on 4/6/15 you placed your claim for your Dryer,stating to our customer service rep who took your claim that the last day it worked properly was Saturday. That would have made the date that the unit last worked on the 4th of April; 2 days after your policy began. Per our Service Provider and our authorization team, it takes a lot longer than 2 days for a unit to have all the failures that your unit has.THE IGNITOR IS BAD THE TIMER IS BAD ,ROLLER BEARINGS ARE BAD ALSO THE START BUTTON SWITCH IS BAD These are things that cannot fail within the two days of the policy, all units have to come into the policy in good working order. Please see 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.I do apologize but this unit could not have come into the policy in proper working order, if it was known or unknown it was a pre-existing conditionRegards,CHW

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.

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.

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 am a Choice Home Warranty (CHW) customer. I recently made a claim as my heating system was not working. This claim was declined as CHW authorization department determined that the failure was due to rust. As a matter of fact, the technician that CHW dispatched, [redacted] Heating & Air, determined that the failure was not due to rust and that the heat exchanged failed since it was getting hot and cold for more than 30 years. I also brought my own technician, and his diagnosis was the same as the technician that CHW dispatched. Both technician have spoken with the authorization department and explained to them that the failure was not due to rust. The authorization department still insisted that the failure was due to rust since. According to them, a picture of the outside of the furnace showed rust. The technician that CHW dispatched explained to the authorization department that there is no way for the heat exchanger to rust unless it was sitting outside. There was no picture of the heat exchanger taken as it sits inside the furnace.

I sent a letter to the mediation department on January 30th, but I have not heard back from them.Desired Settlement: I strongly agree with the diagnosis of the technician CHW dispatched and the technician that I brought and I believe that CHW should approve my claim.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret the outcome of your heating claim that you placed on 1/15/15. We see that we did send a Service Provider to your home and with the pictures that he sent to our in house technicians the unit had sever rust and corrosion. Per our policy Section F. LIMITATIONS OF LIABILITY 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.We do apologize for any inconvenience that this has caused but we do look forward to helping you with your future 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.Sincerely yours,CHW

Consumer

Response:

I am rejecting this response because:

I understand that the business does not cover failure due to rust. But, according to the technician that they sent to my house, the heat exchanger did not fail due to rust. He said it failed because it was getting hot and cold for more than 30 years, and did not fail because it rusted. These are the words of the technician they sent. I understand that they looked at the pictures of the outside of the furnace, and that it may show rust, but the heat exchanger actually sits inside the furnace, and there is no way for them to see it in the pictures they have.I still believe that my claim should be approved, since the technician they sent to my house confirmed that the failure was not due to rust before starting the repair.

Business

Response:

Per the technicians explanation to CHW’s inside technician’s they explained that the pictures show that there is “residue lying underneath the burner assembly of the furnace. This develops from an improper combustion inside the furnace burner chamber. This residue is rust and corrosion partials falling off the heat exchanger assembly from expansion and contraction of the steel tubing’s of the exchanger, behind the burner assembly. The flaking residue lying underneath the burner assembly is a pure sign of a rusted and corroded heat exchanger assembly. We do apologize but as we mentioned before, malfunction or improper operation of a system from rust and corrosion is not cover 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.Respectfully,CHW

Review: I have a home warranty with Choice Home Warranty that is supposed to cover repairs to my washing machine. They sent a technician to my home in May who did an unsatisfactory job in assessing problems with the washer. The technician did not determine the cause of the leak from the machine into our basement, but determined the problem with the machine was due to the door seal and a crack in the dispenser. This does not account for the problem with us being able to turn off the machine and with the leaking in the basement. I explained this to the representative of Choice Home Warranty who advised me to get another technician to come out to look at the machine. He said Choice would pay for the service fee and respect the findings. I called [redacted], whose technician did a thorough assessment and determined a leaky plumbing connection and a malfunctioning computer control panel. I have asked that the computer control panel be repaired, either though [redacted] or with a competent technician sent by Choice. So far, they have refused to do either. The warranty clearly covers repair of the computer control panel.

Here is the applicable coverage statement in the contract:

D. COVERAGE (COVERAGE DEPENDANT ON PLAN)

2. CLOTHES WASHER

INCLUDED: All components and parts, except:

EXCLUDED: Noise - Plastic mini-tubs - Soap dispensers - Filter screens - Knobs and dials - Door seals – Hinges - Glass – Leveling and balancing -Damage to clothing.

I have phoned repeatedly, wasted many hours on hold, and had to deal with Choice agents more interested in getting me off the phone than in honoring the company's contract to repair the washer. Their behavior has been unethical and constitutes a breach of contract.Desired Settlement: I would like the washing machine's control panel repaired, which is covered under my warrant contract with Choice Home Warrant; or a replacement with a comparable washing machine. I have been patient, followed their rules and guidance for more than a month. It is time that the matter be resolved.

Business

Response:

Dear [redacted] :

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

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

[redacted] on 12/18/13 for your Heating System in the amount of $235.00

[redacted] on 12/11/13 for your Plumbing System in the amount $207.00

[redacted] on 2/29/12 for your Electrical System in the amount $55.00

[redacted] on 9/22/10 for your Air Conditioning System in the amount of $538.71

We regret your frustration with the outcome in regard to claim # [redacted] for your Washing Machine. Per our Service Provider Moad Services, Inc that came to your home on 5/28/14, your unit was diagnosed as “the front door seal has been torn off and the soap dispenser tray was physically damaged and cracked.”

We understand that you had [redacted] come to your home and diagnosed your unit, unfortunately they have not contacted CHW to give us their diagnoses of the unit. We have reached out to the Provider with no success.

Please have your provider contact CHW and we will be happy to document their diagnoses and see if we are able to take further action upon your claim.

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:the information provided us inaccurate. I supplied a copy of the repair assessment from [redacted] and one of their agents said they spoke to the repairman. The bill for repair that I sent and that was attached in my complaint clearly shows the problems with the control panel and the part needed is delineated in the repair estimate. The company should either accept [redacted]' findings or send out a new technician. I will make another effort to speak to the representative, but they are providing false information in an attempt to avoid repairing the washer. It is a breach of contract.

Regards,

Consumer

Response:

Attached is the [redacted] work receipt that I sent to Choice and that was included in my original complaint. Please note that the receipt says CONTROL PANEL WON'T RESPOND and that labor and parts are included to replace control panel. In addition, [redacted] Customer Solutions Department says the technician has attempted to contact [redacted] at Choice Home Warranty [redacted], ext. [redacted]. But the receipt also has a phone number, technician ID and service number that would allow Choice to contact [redacted] for information. In one of my many calls to Choice, one of their reps said he had spoken to the technician and confirmed his assessment of repairs needed.

Once again, I am asking that Choice either sent its own technician to repair the Washer's control panel, pay for [redacted] to repair it, ior provide a comparable machine to replace my existing machine.

Business

Response:

Dear [redacted]:

Please understand that when our Service Provider came to your home he explained to CHW that when he was there the tray being broken, water was getting into the board and that would cause damage to the board if you kept running it afterwards. When [redacted] went to your home and showed that the board was broken, this would be the reason. You ran the unit without the proper repairs being done first. Unfortunately, CHW does not cover the secondary damange that has happened to your unit. As we have explained to you the last time we had spoken to you on 8/5/14.

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.

We are very sorry for any inconvenience.

Thank you,

CHW

Review: I recently purchased a home warranty from CHOICE. I made this purchase by calling their sales department. The salesman did not ask me about the condition of my appliances that would be covered, nor did he tell me that I was not allowed to make a claim within the first 30 days of the policy. After having the policy for 2 weeks, I began having a problem with my AC unit. When I called to make a claim I was told that it would be considered a preexisting condition. Since I have not received the policy in the mail yet, I was completely shocked to find I was not covered. I spoke to a couple of managers to request that they cover the repair due to the lack of information I was given about the policy, but was refused. In fact, one of the managers I spoke to tried to claim that the issue didn't sound like one that would be covered, but I know for a fact that it is.

This is poor customer service for preferring a member cancel their policy (that was paid for upfront $425) instead of cover a claim that will likely not cost more than $100 in order to keep my business and the relationship.Desired Settlement: The outcome that I desired from the company was simply that they cover the repair based on the fact that they did not provide me with the proper information to make me aware that the policy doesn't actually kick in until the 31st day.

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 starts on 07/26/15, we see that you placed a claim for your Air Conditioning unit on 7/13/15; this is before the contract starts. Our policy is online and I have listened to the call that you had with Mr. [redacted], he did advise you of your policy number and then advised you that our policy states, that all units must be in working order the day the policy begins. He went on to say that you have 30 days to make sure that all units are in proper working order and you can go over the policy; if you are unhappy with it you can have a full refund providing it is before the policy beings.I do see that on 7/13/15 when you placed the claim for your Air Conditioning system that we did advise you of this and we did authorize a full refund to you in the amount of $425.00.We do apologize if you misunderstood that the policy doesn’t start for 30 days after payment is received. Also, that the policy is online for you to see. We have refunded you for your policy as this would not have been covered due to the fact that the unit failed before the policy started.Best regards,CHW

Review: Home warranty claim on A/C unit was denied due to lack of maintenance records. I purchased this warranty when I bought my home 6 months ago. Nothing was ever stated you must have maintenance records to have a claim approved but that's why mine was denied. I paid $8790 to have my A/C changed out after the system failed and could not beadequately repaired. All preventative maintenance to maintain the unit was conducted, e.g. inspection, HVAC Service/Inspection, and monthly filter changing was accomplished by me, the home owner. I was asked and the contractor was continually asked about how the unit looked and if the filters where being changed, etc. Even after they where told everything that could be done had been done to prevent the failure, Choice Warranty denied my claim for replacement cost of a comparable system because of lack of maintenance. I was told by Choice that my unit failed as a result of presumed improper installation of a compressor unit prior to my purchasing the warranty that resulted in liquid being introduced into the R22 system causing a corrosive to form on the coil resulting in a system failure. How am I suppose to come up with maintenance records prior to my purchasing the property. I was sold a product they did not deliver and had no intention of delivering upon the agreement. Home buyers need to be made aware of this and avoid this company at every opprotunity.Desired Settlement: I am requesting a refund of the $6322.97 as a resonable replacement cost of the unit along with the remaining unpaid cost of maintenance on the unit that was replaced.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that your Service Provider diagnosed the unit and stated that there were multiple leaks inside the unit. He stated that he did try to place a sealant inside the unit but that was not resolving the issue. He advised us that the compressor had been changed out and he feels as though the system was contaminated with moisture and this turned the Freon acidy. This would cause the failures and Freon leaks to happen within the evaporator coil and throughout the system. Per our policy, Section F. Limitations of Liability #11 states that CHW does not cover failures that are a result of improper installation.Please note that our company doesn’t cover cost of routine maintenance as you had requested that “you would like for CHW to refund you the amount you spent on your new unit as well as the remaining unpaid cost of maintenance.” This would go against our policy.Please review your 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.If you would like a refund of your policy, please review Section L. Cancellations and then contact our Cancellations department and someone will assist you.We do regret your frustration with this claim however; CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

The fact remains that the whole purpose and intent of the contact with CHW was to protect homeowner from incurring expenses such as this. Additionally, the fact remains that the property and the warranty were purchased at the same time with the sole purpose of providing the homeowner with the assurance that IF a covered piece of equipment failed, the warranty would help with the expenses. In this case, there is no way for either the homeowner or technician inspecting/repairing the system to definitively determine that the system failed as a result of some maintenance or equipment replacement that occurred prior to said purchase and without the current homeowner's knowledge. Either way, this is the purpose of purchasing the home warranty.It is perfectly clear that CHW continues to use deceptive tactics to deny this claim, i.e. denied this claim because I was unable to provide multiple years of maintenance records. As a result, I have paid more than a thousand dollars for a CHW warranty and then required to pay out-of-pocket for air conditioning replacement that was purportedly covered.If CHW does not reconsider their position, I will pursue a claim in the Superior Court in [redacted]. Based on the recent judgement from June 2015, I am pretty sure I have a good chance of getting a fair resolution.

Business

Response:

We received the diagnosis from your technician as your email to CHW stated “the Heat Pump inside the attic was discovered to have several major leaks. Likewise, the outside condenser coil also had at least two leaks. Our inside technicians have advised us that this is a premature failure due to a lack of proper routine maintenance. Condenser coils are built to be very durable being designed to withstand weather and temperature extremes and with proper installation, care and routine maintenance the can last decades normally outlasting every other part in a condenser. So that being said, Non-repairable leaks in condensing coils are caused mainly due to a lack of proper routine maintenanceCHW does not cover repairs that are related to a lack of proper routine maintenance as per section F. Limitations of Liability #12 states. CHW has paid out a total of $443.58 for your Air Conditioning claims. Since you have blandly disagreed with our policy, CHW will offer you a refund of the amount that you paid for the coverage minus what we have paid out for claims. This will end your policy and you will be provided with a refund of $606.42. If you agree to this and would like to cancel the policy with us, please contact us and we will provide you with a form to sign and provide your funds back to you.There is unfortunately nothing further that can be done for this claim.Respectfully,CHW

Review: Big to sell the home warranty policy, quick to take the money, NO POLICY CONFIRMATION OR POLICY SENT - emails requesting assistance ignored. If they cannot get that simple part right, I dread to think what will happen if I need the plicy.Desired Settlement: I want my money back and I will be filing complaints with all related Attorney General Offices Consumer Affairs and also all connected Revdex.coms. Further I will be "commenting" anywhere I see their name come up. They are a scam.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.We see that you purchased a policy with CHW on 10/1/15 and an email went to you the same day with your policy information. We then received an email from you on 10/7/15 stating: “I have been trying for close to a week to get my confirmation You have not bothered to respond to me in any way whatsoever. I was assured that your customer service there at your company was excellent. So far it is sucking donkey dong to be as polite as can be”.We reached out to you and you had requested to cancel the policy with us and requested a full refund. CHW did comply with your request and a credit was provided to you in the amount of $41.88 on 10/12/15.We regret that you didn’t take advantage of our monthly policy and chose to cancel with us. Considering you had cancelled and CHW did provide a full refund; we are in compliance with the terms and conditions of our policy.We wish you all the best,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: NO email confirmation was ever sent or received (I do not use spam filters, so it did not go to a junk folder). The printed policy arrived 1 day ago (week+ late) - 10/13 - and had the wrong coverage dates on it along with other possible errors.Once I gave my credit card number, there was no further contact or response to emails FROM me to Choice until I threatened to take action. My contact attempts were ignored. As I look at other complaints about this company, ignoring customers seems to be the status quo of the company. And actually may be one of their better qualities compared to some of the complaints I read.I have not got the time or patience to have to result to ultimate action every time I require something from a vendor. Especially not one that couldn't complete the most basic function of enrolling a customer smoothly.

My complaint stands. I have disputed the charge with my credit card company, I have an email from Choice saying refund issued. Should I find any additional activity occurring on my card, I will take further action.

Regards,

Business

Response:

Ms. [redacted],We do see that you did try to dispute your credit card purchase of this policy but again the policy amount of $41.88 was refunded to you. Thank you,CHW

Review: I purchased a home warranty that among other things covers my central air-conditioning unit. I purchased a contract that offered a free first time call. I confirmed with Choice Home Warranty before purchasing, while purchasing and also during my first service call that they would waive the $45 fee. This was my first service call and when the technician arrived he wanted $45 to check my air conditioning unit. I would like my $45 covered by Choice Home Warranty as promised. After my unit was inspected it was determined that my 1970's unit was not repairable. Choice Home Warranty refused to pay anything on the claim saying that it wasn't properly maintained. I requested written confirmation but they refused to give any documentation showing how they arrived at that conclusion. I spoke to multiple representatives and no one would provide documentation. An air-conditioning unit would not have lasted this many years without being properly maintained.Desired Settlement: I would like CHW to repair/replace the unit as promised per my conversations with sales representatives and my warranty contract. However, since it is over 90 degrees every day this week, should the settlement of this take longer than a few days I will need to have the unit fixed out of pocket for health reasons. At that point I would like a refund for the funds spent out of pocket that should have been originally covered by Choice Home Warranty.

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 on 6/16/15, you had spoken to [redacted] and he did offer you a goodwill gesture for this claim that you did accept of $485.00. We advised you that we would not be able to cover the repair of the unit because it was explained to us from the technician that the unit had failed due to a lack of proper maintenance and not normal wear and tear. As stated before, we do see that you have resolved this issue with us and we appreciate your patience with this claim and working with us to a mutual agreement.All the best,CHW

Consumer

Response:

I am rejecting this response because: The funds being sent to me were contigent upon me providing confirmation to Choice HW. I provided the needed information, but have not received the funds. I have called 2 times and sent 4 emails requesting confirmation that Choice HW received what was needed, but nobody will respond. At this time it has not been confirmed that a check is being sent to me, thus a resolution has not been met.

Business

Response:

A check was issued to you on the 16th of June. Our checks are computer generated and do take 30 business days to dispense out of the machine. As [redacted] explained to you, you will receive your check 30 business days from 6/16/15.Thank you,CHW

Review: This is the most ridiculous excuse I have ever heard!!! It’s a joke and they need to be responsible!!!

I have a current home warranty policy with Choice Home Warranty. My contract #: [redacted], and claim #: [redacted].

Around one week ago I found that my well maintained AC unit was not producing cold air. As requested, the Choice Home Warranty sent the technician (Named Patrick) to check what’s wrong with the unit. After the test, the technician told me one of the valves is leaking the freon given that the seal is not good anymore and he needs to bring in the part another day for the repair. This is a pure mechanical problem.

A few days after Patrick’s visit, I got a phone call from the Choice home warranty saying that they are not going to cover the claim/repair since they determined the unit was not properly installed 8 years ago. I believe this is a ridiculous/non-sense excuse from the Choice home warranty side for following reasons:

1. The brand new unit was installed 8 years ago by HAVC professionals and was running well since then. As everyone knows, most central AC units are exposed to open air and the parts/seal could decay over time. Based on what I learned from the tech, the leak was result of the decay of the seal around the valve. This is just a natural mechanical failure. Therefore, there is no valid justification/evidence at all of “not properly installed” especially considering the unit was put in 8 years ago. I argued the same with the Choice Home warranty rep and he immediately chanced his word to “not properly repaired”, which is another non-sense excuse. After that, I understand they are just trying to make a ridiculous/non-sense excuse to scare me away.

2. I also don’t see anything about the “not properly installed” in the service agreement not to mention that the warranty company cannot provide a valid justification/evidence for their claim other than a pure and biased guess.Desired Settlement: I request the Choice Home Warranty resume my valid claim as soon as possible by paying all the cost for the repair of the unit as they agreed when I purchased the contract service.

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 for your Air Conditioning System, I do see that CHW dispatched Efficient Heating and Cooling Services to your home to diagnosis the unit. They reported to CHW that there was glue around the stem valve but it was burned off and that caused the unit to leak. Per our technician’s report this could have happened upon installation or a repair. CHW’s policy does not cover units that have failures due to installation or previous repairs. Please see Section F. LIMITATIONS OF LIABILITY 11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.We do apologize for your frustration with this claim, CHW is in compliance with our policy. We are unable to cover this claim due to the failures that were found and the exclusion in our policy.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 understood the tech has diagnosed "there was glue around the stem valve but it was burned off and that caused the unit to leak" when he visited my house. However, how could CHW connect this diagnosis with "the installation or pre-repair issues"? It may be just resulting from the normal wear and tear due to the aging of the unit. I need an evidence that can 100% prove the direct connection between the statement of "there was glue around the stem valve but it was burned off and that caused the unit to leak" with the "so called "pre-conditions" defined by CHW.

Business

Response:

Having glue on the unit is not normal and having it burn off is not normal, this was not a proper installation therefore, this is not normal wear and tear. We are very sorry that you disagree with the outcome of the claim. Choice Home Warranty is in full compliance with our policy.CHW

Review: Dear Revdex.com, After just completing one of the ugliest disputes imaginable with Choice Home Warranty and giving them a second chance, the VERY FIRST subsequent claim for service was refused ala CHW's pattern and practice. A portion of the Garage Door opener came crashing down on a tube (later identified by the on-site Tech as a spring tube) which prevented the Garage Door from opening more than 1ft. This was a direct or proximate result of this failure; as this door was easily raised previously. Now it is increasingly difficult to lift and must be replaced in order to reduce the stressors on the rest of the Garage Door opener. Upon speaking with a [redacted] at Choice Home Warranty, he callously and bluntly refused to provide any degree of cooperation; rather preferencing arguing the specific hair-splitting of CHW's provisions. Deja vu all over again. When I returned with evidence that a Garage Door opener standardly includes parts which were included in the precipitating issue after consultation, he still rudely refused to work with me and flatly denied rightful and necessary service in these oppressive sub-freezing temperatures in which in part the Garage Door is left open to mitigate any further damage to the assembly awaiting repairs. Phoned former CHW contact [redacted] at ###-###-#### in an attempt for informal resolution; however no reply to date.Desired Settlement: Refund the charges paid of $225.00 for repair as is reasonable under the manifest circumstances. Request CHW ADR for Third-party resolution. Notification of Cancellation of CHW contract.

Business

Response:

Dear Mr. [redacted],

As I explained to you over the phone, I was gathering information to provide to my boss to assist you in your dispute. This clearly is a denied claim as [redacted] stated and we are not responsible for damages that you incurred to your door because it was jammed. I understand the frustration, but after our conversation I was in the process of placing together information to assist you.

You stated that you tried to contact [redacted], as I explained to you again over the phone he has not be able to come into the office due to the weather conditions in New Jersey.

Your words to me over the phone were, "how are we going to work this out". I assured you that I was going to bring your file to my supervisor (who happens to be [redacted]) and present your claim. After our conversation, I did send [redacted] the information and he and I planned on going over your claim together. Since that time frame is not sufficient for you, I have reviewed your claim and upon review of your claim it appears that we have covered all claims that you have placed with us.

8/19/13 [redacted] Plumbing $55.00

8/21/13 [redacted] Garbage Disposal $45.00

10/8/13 [redacted] Heating System $1200

8/14/13 [redacted] Dishwasher $242.00

I am very sorry, but we are not able to refund you the amount of $225.00 for your garage door opener. You have also stated that you would like to cancel your contract with CHW. Please be advised, by doing so there is a $50 fee and because CHW has placed out more money for your policy than you have, there would be no refund. Please advise if this is what you would like to do.

Thank you,

CHW Quality Control Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dear [redacted],

As I have made it clear, this complaint was filed before I witnessed your request for communication on the Revdex.com complaint page. During our phone conversation, you never identified [redacted] as being your "boss". Notwithstanding, I have discussed this issue with several Professionals who agree that the direct or proximate result of a failure on the garage door opener most probably caused a breaking in the spring which required replacement to prevent the rest of the garage door opener from failing.

You questioned me whether this CHW representative who identified himself as [redacted] sounded "African American" or "Hispanic" as you had difficulties with one, which I told you I did not know. However, I must inform you I consider that inappropriate line of questioning potentially in violation of Title VII, et.seq. and may be reasonably considered as representative as to how CHW conducts its business.

I had stated I was willing to work this out with you, [redacted]. In particularity of your sympathy expressed of your father-in-law having a similar experience of having to try to lift a like and similar unassisted garage door. For a moment, I believed in you and believed CHW cared. But there was never a return call; only a slanted message posted on the Revdex.com site.

As a part of the covered Garage Door opener which is a a UCR part covered by all like and similar Warranty companies and was the part that directly or proximately caused the damage to the rest of the garage door opening mechanism, I therefore ask you to reasonable reimburse in this issue in the amount of $225.

Unfortunately however, as you have willfully disclosed the confidential details of the covered furnace settlement amounting to less than half of the invoiced amount, this releases me to comment further concerning this distasteful past event in venues of my choosing.

Finally, you have been given more than one chance to do what is lawful, appropriate and UCR in the industry of Home Warranties. As you appear to continue to violate the terms of standard service, yes I must cancel service with you. I would advise that you do not attempt to charge an unwarranted "$50 fee" as you are the ones in standard service violation prima facie, and may trigger additional.

Regards,

Business

Response:

Dear Mr. [redacted],

I am very sorry that you felt as though I was unprofessional in any manner. I do not recall asking you if the CHW representative was "African American or Hispanic", as I can clearly see in our system what customer service rep you had spoken to.

When we spoke, you did not mention to me that you had already placed a Revdex.com complaint, if you had I would have explained to you that once this action is taken we go through their site to communicate and try to resolve the issue. I do feel terrible about what you went through as I explained my step father went through the same ordeal. **though you did not mention to me that you already placed the complaint, I did go to my boss and I did present to him your claim and he advised me that this is a denied claim because we do not cover the springs of the garage door opener. Please see Section D. Coverage 15. GARAGE DOOR OPENER-INCLUDED: **l components and parts, except:

EXCLUDED: Garage doors - Hinges - Springs - Sensors - Chains – Travelers - Tracks - Rollers - Remote receiving and/or transmitting devices.

I am very sorry that you have already cancelled your policy with us, I am unable to credit or reimburse you with any amount of money. I do see that the person who cancelled your policy did not charge you the $50 fee. I am truly sorry, I think that the response that we get is delayed because I would of tried to help you, rather than you cancelling your policy. I do wish that when you received the response you called and spoke to me and we could have worked together for a resolution.

Respectfully,

CHW QC Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dear [redacted],

I have made it previously clear that as it was you who first itemized for public review the amount of our confidential settlement, you have subsequently freed me to openly speak concerning my distasteful experiences with CHW. Further, I have clearly advised you during our telephonic conversation on 5 FEB 14 at approx 1215hrs ET that I filed with the Revdex.com before witnessing your request for contact, and during that conversation you had asked whether the [redacted] who I had contact with was either "African American or Hispanic" further stating you had issues with the Hispanic one. Nor did you tell me the same [redacted] indicated in this complaint was the same [redacted] who you referred to as you "boss".

Now to the facts at issue. **l reputable Home Warranty companies provide coverage for the entire door opener. For some reason, you seem to imply that CHW is exempt from that which is UCR in the industry. This is clearly an unenforceable subsection as all garage door companies sell the assembly as generally understood as a garage door opener, the item covered by you. It was that failure which was the direct or proximate cause of the tube spring assembly, supra; therefore there is an issue of liability.

Your statements of the cancellation of the contract likewise unfortunately lack merit as a smokescreen, as the issue before us clearly preceded the cancellation of contract for cause and may not be lawfully used for a preexisting claim. As I told you during our first contact on 5 FEB, I am willing to work with you on this; however continued attempts of avoidance of CHW's liability only exacerbates my good faith attempts to resolve the $225 claim.

The rest of your

Regards,

Business

Response:

Dear [redacted]:

I do apologize, your contract was broken therefore I am not able to assist on payment of your Garage Door Opener. Per our policy,L. CANCELLATION

This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us.

This contract shall be non-cancelable by Us except for:

1. Nonpayment of contract fees;

2. Nonpayment of Service Fee, as stated in Section III;

3. Fraud or misrepresentation of facts material by You to the issuance of this contract;

4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. **l cancellation requests must be submitted in writing.

Your first Revdex.com complaint your desired settlement you requested to cancel your policy, this is a breech of contract and therefore we cannot pay on denied claims.

Respectfully,

Review: I purchased a home warranty from this company in April 2014, replacing a home warranty policy I had with another company. On April 5, 2015, I was cooking Easter dinner for family and friends and with food in the oven, I noticed the range did not feel hot. Upon checking, I found the my oven and shut itself off. I reset the oven and tried again, only to have the same thing happen. On Tuesday, April 5, 2015, I contacted Choice Home Warranty, presented the issue with my oven and received a claim number. They assigned the repair to [redacted] Technology. I was contacted by the repair technician and he came to my home for a service call on April 10, 2015, at which time I paid a $45.00 service call. He took notes and photos and told me he would get the report to Choice Home Warranty and I would hear back. I didn't hear back, so I contacted Choice Home Warranty. They informed me my over was un-repairable and they wanted to send me a check for $300.00. That was unacceptable to me. I asked who said it was un-repairable? Bottom line, after a lengthy conversation, they then deemed they would contact the technician and authorize the repair. After ordering parts, etc., it was the last week in April before my oven was repaired. The technician replaced the "board" in my oven. With working 2 jobs, I don't have the time to cook large meals very often. My family came to dinner again yesterday, June 21, 2015, for Father's Day dinner. To my disbelief, the EXACT SAME thing happened with my oven. It started and then shut itself off 3 different times while cooking the meal. I contacted Choice Home Warranty this morning and was issued another claim number. The representative also indicated that I would be responsible for another $45.00 service fee. I don't feel that I should have to pay this, as it's the SAME problem that apparently was not corrected the first time. Why should I have to pay for their mis-diagnosis and their error?Desired Settlement: I feel that the $45.00 service fee that they want me to pay AGAIN for the SAME problem should be waived. Additionally, if my oven is not repaired correctly this time, I want a new oven, same brand, same model. My oven retails for almost $900.00, so the $300.00 they offered me the first time is NOT acceptable and does not come close to the cost of replacing my current oven. I bought a home warranty for this purpose and feel I am being taken advantage of.

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 had placed a claim on 04/06/15 for your oven and we did send out [redacted] Technology Repair to diagnosis your unit. We were advised that due to the issues that have occurred, the best solution would be to replace the unit. We offered you cash in lieu of repair as per our policy states. Section F. LIMITATIONS OF LIABILITY 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.You declined the offer and insisted on the unit being fixed. The technician did state that this would most likely happen again and still was insistent on fixing that oven. CHW did as you requested and we did have the tech do his best to fix the unit. On 6/22/15, we did enter a new claim for your oven as you stated it was still doing the same thing. Because our policy states that if a failure happens within the 30 days of the unit being fixed, that is when we will send out a technician at no cost but if it is after the 30 days, we do have to charge for the service call fee. Please see Section: C. SERVICE CALLS 5. If service work performed under this contract should fail, then We will make the [redacted]essary repairs without an additional trade service call fee for a period of 90 days on parts and 30 days on labor.As a goodwill gesture, I have placed a onetime free service call fee on your policy but it will be for any future claims that you might have. I am unable to place it towards this claim because it has been assigned to a technician already. For any future claims, one free service call fee of $45 has been added to the policy.I do hope that the unit is fixed correctly and please check it before the 30 days that you have to file a claim again for this 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.Best regards, CHW

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like to note that at NO time during my conversations with [redacted] technology did the technician state that the oven should be replaced. He said he felt that thermostat and board should be replaced, however, he told me you only authorized the board to be replaced. I did insist that the unit be repaired, as $300 does not even come close to a replacement cost for the oven. Upon replacing the board, the technician from [redacted] stated that I should not have any further problems. So in no conversation with the technician or with your representative from CHW, was it ever eluded to me that the oven could not be repaired and would continue to be a problem.Furthermore, you indicated that you could not issue a credit for the service call that I have on July 3rd for the same problem because it was already assigned to a repair service. The fact is that I asked for the fee to be waived PRIOR to having the service call dispatched.I appreciate that fact that there is a future credit on my account, however, I hope that I do not require any further service. I feel the customer service you provide is far from adequate.

Regards,

Review: I recently contacted Choice Home Warranty concerning two repair issues. First, my AC unit was not cooling and second I needed a Roofing Contractor to inspect my Roof. All Cool added Freon to my ac unit and performed a leak check. The technician stated that my Evaporator Box Coil had a leak. Choice Home Warranty declined to approve the repair on the Evaporator Box Coil. Second, after Choice Home Warranty failed three times to provide a Roofing Contractor, I hired a local contractor to inspect the Roof. The contractor discovered worn and missing shingles.

Choice Home Warranty declined the reimbursement ($280.00) for the Roof repairs as well. I paid to have the sheetrock replaced as well ($350.00)Desired Settlement: I am requesting the following,

1. Refund of my monthly payment to Choice Home Warranty for May and June.

2. Repair or Replace my Evaporator Box Coil

3. Reimbursement of the payment for the Roof and Sheetrock.

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 for your AC unit, I do show that the technician stated that the unit was rusted and corroded, leaking Freon. Per our policy, CHW does not cover units that’s failure is due to rust or corrosion. 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.Please see pictures that we have attached showing the units rust, corrosion and leakage.Per your claim for your Roof, we do see that you had more than 200 square feet of the roof replaced and as we advised you; our coverage for roof leaks are limited roof leak coverage. Per the technician, majority of the roof had to be covered. CHW does not offer that type of coverage for the roof. Our policy states, 6. LIMITED ROOF LEAK (Single Family Homes Only)EXCLUDED: Porches - Patios – Cracked and/or missing material - Foam roofs - Tar and gravel or metal roof - Cemwood shakes - Masonite shingles - Flat or built-up roof - Structural leaks adjacent to or caused by appendages of any kind – Downspouts Flashing – Gutters – Skylights – Decks - Patio covers - Solar equipment - Roof jacks – Antennae - Satellite components – Chimneys – Partial roof replacement - Preventative maintenance.NOTE: If roof must be partially or completely replaced to effect repair, this coverage does not apply.We do apologize but we are not able as explained to you on 6/2/15 to cover the 2 claims for you. Per your conversation with Sam, if you would like the amount that you have paid for the roof coverage reimbursed to you; CHW would be happy to do so since this was not a type of claim that we are able to cover and you would no longer need.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Consumer

Response:

Review: 10652740I am rejecting this response because:1. Due to the climate in [redacted] rust is common on AC units. The Evaporator Box Coil did not have any corrosion.2. Two squares of shingles was an estimate from the Roofing Contractor. My house is more than 2600 square feet, two squares of shingles covers about 200 feet! There were only three separate area that required shingles. I submitted the pictures to CHW for review.3. CHW has a replacement policy as well. Honor your policy!!!

Business

Response:

We are very sorry that you disagree with our policy, I do see that you have cancelled your policy with us and we gave you a goodwill gesture of a month payment back in the amount of $40.41. CHW normally does not offer money back for any monthly customer if they chose to cancel their policy with us. Our roof coverage is as stated in our policy as Limited Roof Leak coverage, we would not cover the amount that you had covered. Also, your AC claim was not a covered claim again, due to the policy restrictions. We do not cover rust or corrosion, if you are in Houston or anywhere else in the world. Rust or corrosion are not covered in our policy.We are sorry that you did cancel your policy and we wish you the best of luck with your future home warranties. Regards,CHW

Review: I purchased an appliance home warranty from Choice Home Warranty In April 2015. Aprox. 33 days later my washing machine stopped working. I called CHW to file claim. They sent [redacted] appliance out. The tech was under the assumption machine was under warranty. It was not. I called CHW to inform them and request they send same co out as I had researched and found good honest reveiws about them. Instead of CHW sending out the same co they sent a diffrent co out. All this guy did was take top off washer, look inside it, wiggle wires, try to turn it on (all it does is beep). He told me the control module (its computerized) was bad and possibly door lock. I have work order receipt stating this. He said he would contact CHW. I waited 2 days, contacted CHW. They informed me that it was not covered due to multiple system failures that occured over time and that the man told them the water valve was bad (not on my copy of order). I contacted wirlpool(amana) the tech told me that the control panel just goes out that there's no "over time" it just dies No gradual too it. The door lock is probably not working because of control panel not bad door lock. Also the water valve cannot be tested unless the machine is actually working. I was ripped off by CHW. Ive attempted to pay my warranty for this month and they put me on hold and loose me. I guess they think they're off the hook. I have NO working washer. Paid good money for coverage and have no service. I need CHW to honor what they say they'll do. Im a disabled senior citizen on social security. I want what I paid for. Please help.Desired Settlement: I want my washer repaired as my waranty papers from CHW says they'll do. Or else I want to be included in any lawsuits filed against them to force them to honor their obligations.

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 opened your policy with CHW on 5/2/15 and you placed your claim for your washer 2 days after your policy started on 5/4/15. Choice Home Warranty sent out [redacted] Appliance Services who advised us that because they thought the unit was under manufacture warranty, you would not allow them to touch the unit. We did request them to go back to your home but they declined, stating that they refused to go back to your home. Since we did need a technician to go back to your home after we did find out that you had a one year warranty but that was in 2011, we then dispatched [redacted] Service & Repair to come to your home. Tommy the technician stated to CHW that your unit had multiple failures, including: unit control has shorted relay, door lock assembly shorted & cold water valve will not open. These failures cannot happen within the 2 days of the policy being active. Per our policy, you must come into the contract with all units 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 always want our customers to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration with these claims. CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Review: Home warranty does not want to honor contractual obligation to cover my central air conditioner unit for my home.

When I contacted the home warranty company I was told that my unit - which is 18 years old - should last a lot longer.

Furthermore , when I told the home warranty company that I was going to the Revdex.com , I was threatened that I would be cancelled.

Unit has been properly maintained for the longevity at current premises.

This is a blatant violation of the warranty purposes.Desired Settlement: I want my central air conditioning unit fixed or replaced - considering this warranty is never used and when I have a valid claim - it is denied'

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, we do see that CHW has assisted you with the following claims:Claim # [redacted] on 06/22/15 for your Garage Door Opener Claim # [redacted] on 06/10/15 for your DryerClaim # [redacted] on 11/20/13 for your Oven Stove Cook Claim # [redacted] on 09/09/13 for your Air Conditioning SystemClaim # [redacted] on 08/30/13 for your Water Heater: Claim # 4[redacted] on 07/02/12 for your WasherClaim # 4[redacted] on 12/06/11for your Garbage Disposal Claim # [redacted] on 06/27/11 for your Ceiling FansClaim # [redacted] on 04/19/11 for your Electrical System Claim # [redacted] on 04/06/11 for your Electrical SystemWe do apologize that you’re disappointed in the outcome of this claim, per the technicians diagnosis that unit was not maintained properly. He stated that the unit had defective compressor causing the circuit breaker to trip continuously. Per our policy, Section F. Limitations of Liability #12 states that CHW is not responsible for repairs that are related to a lack of proper maintained.As a good will gesture, we would like to offer you a $100 towards this claim. We are not able to cover the claim in its entirety but we do request that once it is fixed you provide us with a proof of repair so that the unit will be covered under our policy. We do hope that you accept this good will gesture of the $100 and we look forward to assisting you for you future claims.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

That is a bold face lie!!i have the work order from the service technician that stated "1). the unit has a defective compressor that is not worth repairing at this point" and "2). The UNIT HAS BEEN MAINTAINED PROPERLY".

Regards,

Business

Response:

If you have records showing routine maintenance as stated in Section F. #12 of our policy, please send them to [email protected] and we will be happy to have our authorizations team review them for this claim. If the records show routine maintenance, we will be able to assist you on 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.

Review: Choice home warranty does not honor its home warranty commitments and as such blatantly lie all through the process.

We had signed up for their home warranty in 2014 and renewed it in August 2015 for another year. As a part of performing routine maintenance on our furnaces in Dec 2015, we were told by the furnace maintenance service provider that both furnaces had cracks in the heat exchanger , usually developed as they age ( the furnaces are about 17 years old).

When we reported the same to choice, they sent across their own funace inspector ( Proton Heating and cooling) , who duly inspected both furnaces, collected the 45$ fee and certified in writing that both would need to be replaced as the cost of repair would not be worth it. He put an authorization thru with Choice Home warranty.

Instead of accepting THEIR OWN INSPECTION company's recommendation to replace the furnaces ( as most other companies would have done), they insisted on sending another inspector.

During this period, the service rep also made a statement that heat exchangers were not covered by the contract. This was untrue and I pointed out clauses , upon which they retracted their statement.

I should have smelt a rat at that instant and suspected that they would decline the claim. However, we duly cooperated and had the 2nd inspector come over to check the furnaces. He too put in a recommendation to replace both. We have both these recommendations in writing.

After a few days, CHW called to say that they would be declining the claim due to lack of maintenance.

we had purchased the home in Sept 2012. The furnace was maintained upto Sept 2012 ( as recorded on the stickers on both furnaces ). We also conducted a full maintenance in Sept 2013 and again in Dec 2015 ( when the cracks were spotted) ..

Records of all three were sent across to choice on their request.

Even after reviewing the same , they declined the claim on the grounds of lack of maintenance. I see they have been cheating many clients in the same way.Desired Settlement: CHW to repair or replace the furnaces as recommended by their inspector (s).

The current state of the furnaces represents a safety hazard owing to possible leakage of CO gas.

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, we do see that the units that you have had cracks in the heat exchanger. The records you had provided stated on 12/15/15, your technician found the cracks and then you contacted us on the 17th to place your claim. The invoices you have provided do not show routine maintenance, they show that you had repairs each time you had an issue, except for this issue that you contacted CHW when your technician found the issue. This is not routine maintenance which is what our policy states must be done to have a covered claim. Please see section F. Limitations of Liability #12. We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

"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: I purchased a home warranty plan through Choice Home warranty. After I had an issue with my A/C unit I contacted Choice Home Warranty to have the unit fixed. The technician that was sent found that my A/C unit had no refrigerant. Choice Home warranty denied the opportunity for the technician to do any type of leak detection test or any other diagnostic tests. The claim I was told was denied. While the Technician was waiting on hold to tell Choice Hone warranty he told me "Be prepared because things are about to get stupid, they always deny any claims". I was told that according to the contract sent to me that they won't diagnose problems.

I never received any contract and asked for a copy when I called in my service request. My claim number is [redacted]Desired Settlement: For Choice Home warranty to be out of business and for me to be reimbursed the 60.00 service call fee I had to pay for the technician to come to the house.

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 on 5/26/15, I do see that you placed a claim for your AC on 5/28/15 2 days after your policy started. The technician explained to us that the unit was completely out of Freon. CHW does not cover a leak test and if you would have wanted one completed, you could have had it done. CHW did not cover this claim because you did not come into the contract with you unit in proper standing order. 2 days after the policy started and your unit did not have Freon inside, shows CHW that you did not have it properly maintained as well. Per our policy 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.Also 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.I understand that this is frustrating and I do apologize for any aggravation but the technician did do a diagnosis of the unit and called CHW to report the issue. That is what you paid him the $60 service call fee for. CHW does not receive that money, the technician does for coming to your home. We cannot reimburse you for something that we did not collect.I do see that you were a monthly customer and that CHW did give you a goodwill and refunded back to you the last payment that you had made in the amount of $58.75. Once again, I am very sorry for your frustration and that you chose to cancel the policy but CHW was in full compliance with the contract.Respectfully,CHW