Choice Home Warranty

Review: COVERAGE THAT WAS CLAIMED TO BE COVERED BY THE SALES PERSON WAS NOT COVERED WHEN NEEDED. CUSTOMER SERVICE WOULD NOT EVEN DISCUSS THE POLICY OR THE QUOTE OF THE SALES REPRESENTATIVE WHO SOLD ME THE COVERAGE. THE POLICY IS WORTHLESS.Desired Settlement: I WOULD LIKE A COMPLETE REFUND OF MY REMAINING POLICY AND THE ADDITIONAL $45.00 FEE PAID TO THE REPAIR MEN FOR SERVICES THAT WERE NOT COVERED IN ANY FASHION. WATER HEATER COVERAGE, IS A FALSE STATEMENT, SINCE NOTHING WITHIN THE ACTUAL WATER HEATER IS COVERED.

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 #[redacted] for your Water Heater, our Service Provider explained to us that the tank itself is leaking. Per our policy, Section D. Coverage #6. WATER HEATER (Gas and/or Electric)

We do not cover the actual TANK itself.

EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.

Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Best regards,

CHW

Review: On 1/12/15 our furnace stopped working and I called the warranty company to file a claim. At first they denied the claim as they stated “the vendor that came to service the furnace said the issue was due to a dirty filter” which is considered lack of maintenance and would not be covered. The vendor stated they never made such comments and after a day of going back and forth the approved. The unit eventually was repaired but only ran for a few hours before it stopped again. The vendor came back out and determined the unit needs to be replace due to and power surge from with-in. The warranty co. again is denying the claim. There line on things coved and not seems extremely blurred as we’ve had issue with them denying big claims and only approving small, inexpensive claims, in the past.Desired Settlement: Working 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 [redacted].Upon review of your claim, I do see that you placed a claim for your heating system stating that it was not coming on.We do see that the technician stated that the reason for the failure was that the wire harness was burnt out due to the control board shorting out. This is considered to be secondary damage, since the harness burnt it made the control board short. Per our policy, Section F. Limitations of Liability #19, states that CHW does not cover failures due to secondary damage.We do see that you have cancelled your policy with us. Unfortunately, we would not be able to assist on a policy or a claim that has been cancelled. We regret your frustration and do wish you the best.Sincerely,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did indeed pay to have the harness replaced on my own since it was not covered. However once replaced the tech discovered that was not the issue. The issue was due to a power surge that cane from the unit itself opposed to an "act of God" such as a storm or power outage in the area. Even with this I was told that no type of power surge would be covered thus I canceled my policy. It makes no sense to pay for a policy when I had to pay 2800 out of pocket. Mind you I did have coverage when this all began. I never had a completely running furnace from the time I filed my initial claim with the warranty co. It was not until I paid the 2800 out of pocket for a new unit I regained proper service from the unit. If the power surge was due to weather that would had been understandable, but for a power surge due to the unit it's self not to be covered is just a loop hole used so that the co. will not have to pay to replace the unit.

Regards,

Business

Response:

Dear Mr. [redacted],We do understand your frustration however, CHW is following the policy and we do not cover power surges of any type. Please see Section F. Limitations of Liability #8 that states so.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 regret your frustration but we are unable to go against our policy.Respectfully,CHW

Review: I purchased a Home Warranty in Nov 2015. My Air Conditioner is about to die and I have had it Serviced yearly.

But Choice refuses to pay for it even though I service it. Their Policy states otherwise, is there something I can do? This is truly a scam. When I signed up I mentioned the Air Conditioner and they said NP after taking my money!

It sounds like a Freight train outside of my bedroom. It is shaking and not working and also probably not fuel efficient. Please let me know what I can do!Desired Settlement: I would like them to replace the unit as stated in the 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/useragreement.com.Upon review of your claim that you placed with us on 6/8/15, we advised you of the technician’s diagnosis. He stated that “CONDESER WAS CLOGGED BECAUSE AIR WAS NOT BLOWER AIR OUT THE TOP OF THE UNIT IT WAS BLOWING OUT THE SIDES SO HE CLEANED THE CONDENSER AND FOUND SOME OF THE FINS TO BE DAMAGED ON THE UNIT IT MAY BE PREVENTING UNIT TO COOL PROPERLY” He also stated that this is a clear sign of a lack of maintenance. We advised you of this and you did send us records but the records showed that the system had a dirty coil and dirty coils. Showed the unit to be in poor shape. The second record that you provided us with shows that the unit had Freon added to the unit which was 4 months after policy started where they stated back than unit needed replacement”Per our policy Section F. Limitations of Liability #12, This was after policy started where they stated back than unit needed replacement this was customers first AC season with us no records prior to that regardless photos and report confirms outcome here and claim is not covered)We do apologize for any frustration that you have experienced with this claim.Thank you,CHW

Consumer

Response:

I am rejecting this response because: I signed up for a Warranty Company that said if an item cannot be fixed then they would have no problems replacing it, I asked them at time of Signing up Choice. We did everything we were supposed to do and had out unit serviced yearly.

Business

Response:

Upon review of your policy, I do see that CHW has covered all the claims that you had submitted but we are not able to cover the AC unit claim due to the fact that the units failures are not covered under our policy. As a good will gesture we would like to add an extra month of coverage to your policy for you. We do value you as a customer and hope that you accept our offer.Thank you,CHW

Review: I got a home warranty through Choice Home warranty about seven months ago. When I got the warranty, the agent told me that regardless of what the problem was it would be covered. My Ac and heating unit went out about a month ago and I called Choice Home warranty to come take a look at the unit. They Looked at it and told me that it would not be covered because apparently it is not covered. Their explanation was that they just don't cover those particular parts. I should have known that when the agent was being so pushy, that this was a scammer business. Anyways I got duped into getting the warranty and I just paid the premium for seven months. When I called for something to be done, they just dismissed my claim. I'm completely and utterly dissatisfied with this company and would never recommend this company to anyone ever. I see that they have a poor Revdex.com rating as it is, I guess I should have done my research before getting the warranty, that was my mistake, at least I know that I wont continue with them anymore.Desired Settlement: I would like them to fix my AC unit under the warranty or give me an exact reason why they don't. I would also like to know what they cover. I would also like to know if If they would partially cover some of the parts if they don't cover the whole thing. If they don't cover anything at all, I would like them to either refund my premiums either completely or partially.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your air conditioning system. Upon diagnosis, the service provider stated that due to lack of maintenance, your unit has a Freon leak from the coil. Unfortunately, failures that are due to lack of maintenance are not covered under CHW policy.Please see below section:F. LIMITATIONS OF LIABITY4. 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. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

I do not believe that this was a because of any negligence on my part. That is what the company is alleging. The damage to the ac is to the coil, and I don't know what kind of service I was supposed to do to the coil to make it last longer, further more, there is a twin unit that is sitting along side it that has no issues whatsoever. As far as maintenance is concerned I change the filter in a timely fashion and would keep the unit as clean as possible. I am not sure what I could have done nor do I have any knowledge of the manufacturer telling me that there was a scheduled service on this particular part. They are also alleging that there is cosmetic wear to the unit. I am not sure where they came up with this idea, I would like some clarification regarding this.From what I can tell, replacement of the ac coil is an expensive fix and Choice Home warranty is trying to blame it on me so that they can get out of having to fix it.

Business

Response:

We apologize for the frustration you are experiencing with this claim. The information provided by the service provider along with pictures of the system show that the failure is due to lack of maintenance. Part of maintaining an AC system is to chemically clean the coils. When coils are not cleaned chemically, dirt and debris combine and form a chemical reaction. The result is formicary corrosion, which deteriorates the composition of the copper tubes of the coil. This will cause small pin holes allowing Freon to escape. Unfortunately, CHW policy does not cover failures that are due to lack of maintenance.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: My name is [redacted], and I’m writing in reference to my extreme dissatisfaction and unhappiness regarding a very poor service response to CHW. July 12, 2014, called CHW about my broken down air conditioner unit and was told someone would contact me. The next day, received a call from [redacted], but the lady said she was out of town, would call me the next day which would be 7/14. Once I spoke to her, she said she does not service my area and had told this to CHW once before. Called CHW again the same day and had to wait more time for another company of theirs to call me for assistance. [redacted] call me. After speaking to them, they said they don't service my area and again had told this to CHW before. So CHW referred me to 2 companies that did not service my area and in the meantime, I'm frustrated and my home remains hot. Finally later that day, someone else called, but said had to call me back the next day to see what appointments were available. I finally got an appointment on 7/18/2014 to get my unit serviced, a whole week in a hot house with a 10 year old, a six month old and a wife with slight medical problems that heat can make worse(MS). Had they sent me companies that service my area, maybe my air could have been fixed sooner. This was terrible business from CHW.Desired Settlement: Refund of one month's premium and a free month of premium.

Business

Response:

Dear [redacted],

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

We regret your frustration with the outcome in regard to assigning a service provider that did not service your area on claim # [redacted], for your Air Conditioning System that was placed on 07/12/14. CHW’s dispatch department apologizes. We try assigning the fastest available technician to service your issue.

I have added two free services fees, $45 each; to your account for the inconvenience this has caused you and your family.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Best regards,

CHW

Consumer

Response:

Review: [redacted]I am rejecting this response because: No one from Home Choice Warranty has even cared enough to personally contact me about this matter and that proves that they do not care about their customers. Also, they offered me 2 free service call fees to be waived. Who knows when the next time I would need their services to take advantage of the fee waiver and I'm in the process of looking for another home warranty company anyway. I wanted to have 2 months of premium waived. That is something I can use right away instead of waiting for something to break again and then have to go thru what I went thru with them before. Thank you.Regards,[redacted]

Business

Response:

Sorry for the frustration in regards to this claim. Per your request instead of the two service fees offered we will provide you with two free months of service. Our records indicate that you’re currently past due one month. We will waive the past due month and credit one more.

Thank you for allowing us to help and we hope you find this resolution satisfactory. Kindly close out this complaint and resolved.

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. Thank you.

Regards,

Review: Contacted CHW on 7/11/15 about AC System not cooling, Tech came out 7/13/15 and replaced freon in the unit. AC stopped cooling again 7/26/15, contacted CHW again and tech was sent out second time to determine that the unit was low or out of freon again. Tech said CHW would not authorize additional freon replacement and I needed to pay $115 to have a leak test done. I paid $115 and it was determined that the coilo had a leak. Tech contacted CHW and sent pictures of coil, CHW called and said the coil was not covered in warranty and had no futher action to be able to assist me. I asked tech to order the coil because I needed AC, he said part would take about a week. It is July and upper 90 degrees, extremely hot and my wife was coming home from having surgery. In the mean while, I purchased 2 window AC units just to be able to survive the heat until the part came in. I paid tech additional $918.00 to get the part and fill with freon to have the unit working again. The contract purchased from CHW was told by salesperson that they pay for all part replacements for AC units or replace the unit. Just asking for fair treatment with this repairDesired Settlement: just asking for repair to be covered with the part replacement cost. I have read that freon leak test are not covered, so not asking for the $115, just payment for the $918 that it cost to replace the coil and freon.

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. 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 claim for your Air Conditioning system that you placed on 7/10/15, the technician explained to our inside technicians that the unit was low on Freon and after doing a leak test, it was shown that the evaporator coil was leaking due to rust and corrosion.Per our policy, Section F. Limitations of Liability #1 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.Therefore the claim cannot be covered due to the failures that the technician stated the unit had that we do not cover.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:

I am rejecting this response because:In the sales presentation, it was never covered that there were exclusions, only that if "anything goes wrong, CHW will cover the cost of repair or replace". The contract containing all the exclusions was sent days after the purchase of the contract. As far as the specific AC unit, it was installed in 2007 and has been serviced twice yearly by the company that installed it. I have all the records of the servicing and no where did they indicate that there was a rust problem with the evaporative coil, so to mention that it could be pre-existing is ridiculous. This unit came with a ten year warranty that CHW could have attempted to use to get the part replaced had they spent more time checking into all the information available rather than making a quick decision that fit some exclusion.All the information that is available on-line about CHW and it's business practices shows me they are a rip-off and as soon as my contract ends, I will not renew. I also will share my experiences with as many of my family, friends and coworkers as possible.

Regards,

Business

Response:

The policy that you purchased is on our website that anyone can view also you could have cancelled the policy for a full refund before the start date of the policy. If a unit is under manufacture warranty, per our policy that is something that we do not cover. Your manufacture warranty supersedes ours.Please see Section F. Limitations of Liability 15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.Thank you,CHW

We just had a problem with our ac unit not cooling and we submit a request to choice warranty. They contact the technician. The technician arrived after 2 days and technician called the company for claim. The choice warranty stated it will take 3 days to process a claim and the technician told us they will not cover any of the repair cost. We end up paying $530 out of pocket. So much with ease of mind no out pocket cost to all major appliances like they promote. It's all lie. I should just save the monthly fee I paid. I strongly not recommending this company choice warranty scammer. We been warn by our friend but we give the the benefit of a doubt.

Review: ON 9/3/14, I CALLED CHOICE HOME WARRANTY BECAUSE MY UPSTAIRS AIR CONDITIONING UNIT WAS NOT COOLING. ON 9/5/15, [redacted] HEATING AND COOLING WAS SENT OUT TO MY HOME PER CHOICE HOME WARRANTY. [redacted] WAS THE TECH. HE SAID THAT THE FREON WAS LOW AND REPLENISHED IT. THE PROBLEM PERSISTED AND HE AGAIN RETURNED AND SAID THAT THE FREON HAD LEAKED OUT AND THAT THERE MUST BE A LEAK IN THE SYSTEM. HE SAID THE UNIT WAS "TOO HOT" AND WOULD HAVE TO COOL DOWN. HE SAID SOMEONE WOULD BE OUT AGAIN ON 9/8/14. A NEW TECH, ERIC, CAME ON 9/8/14, BUT HAD NO IDEA WHAT HE WAS THERE FOR. I ASKED HIM IF HE HAD CONFERRED WITH [redacted] AND HE TOLD ME HE DID NIT KNOW WHO [redacted] WAS. I ASKED HIM TO CALL HIS OFFICE TO FIND OUT WHAT WAS DIAGNOSED ON 9/5/14. AS I STOOD THERE, HE CALLED "[redacted]" DIRECTLY, EVEN THOUGH HE DENIED KNOWING HIM. HE THEN WENT DOWN TO MY BASEMENT WITH ME AND I OBSERVED HIM TAKING APART THE UNIT AND ACTUALLY DAMAGING THE METAL FRAMEWORK AND AGGRESSIVELY PULLING OUT THE PARTS. HE THEN WENT OUTSIDE TO LOOK AT THE AIR CONDITIONING UNIT AND "FUMBLED AROUND" WITH IT. iI DID NOT OBSERVE HIM TAKING PICTURES. HE NEVER FINISHED PUTTING THE "INSIDE" UNIT TOGETHER. I FOUND "PARTS" LAYING AROUND THE SURROUNDING BASEMENT FLOOR. AFTER I CONTACTED CHOICE HOME WARRANTY ON 5 DIFFERENT OCCASIONS, I WAS TOLD THAT THE UNIT WOULD NOT BE REPLACED DUE TO LACK OF MAINTENANCE, COIL CORROSION AND DAMAGE. I HAVE HAD A MAINTENANCE CONTRACT WITH SUN HEATING AND COOLING FOR 30+ YEARS. MY AIRCONDITIONERS ARE SERVICED 2X/YR FOR 30+ YEARS. THEY WERE OUT ON 5/8/14 AND 8/8/14 AND AGAIN ON 9/9/14. THEY SAID THERE WAS NO LACK OF MAINTENANCE, NO COIL CORROSION OR DAMAGE AT ANY TIME. I PROVIDED CHW WITH THE SERVICE SHEETS DOCUMENTING THIS. I WAS TOLD THAT THIS MADE NO DIFFERENCE SINCE THEY WOULD ONLY ACCEPT THE "PICTURES" AS EVIDENCE. I HAVE MET THE GUIDELINES FOR REPLACEMENT. THEY REFUSE TO HONOR THE WARRANTY AS WRITTEN. THIS IS A SCAM.NONE OF THESE ISSUES WERE WRITTEN DOWN ON RECEIPTS FROM ANDY'SSTATEWIDE.Desired Settlement: REPLACEMENT OF AIR CONDITIONER PREFERRABLY BY VENDOR OF MY CHOICE./// PROBLEM CONT.: I WAS TOLD THAT THESE ISSUES WERE GIVEN VERBALLY AND THAT I SHOULD NOT EXPECT "EVERYTHING TO BE WRITTEN DOWN." CHW ALSO REFUSED TO COPY THE DOCUMENTATION TO ME. THEY ALSO REFUSED TO SEND ME THE PICTURES.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your Air Conditioning System. Upon diagnosis, the Service Provider stated that the evaporator coil is leaking Freon due to lack of maintenance. The technician explained that lack of proper maintenance has caused the leak on the evaporator coil. Unfortunately, CHW does not cover failures that are due to a lack of proper maintenance. Please refer to the below contract exclusions:F. LIMITATIONS OF LIABILITY4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance8. CHW is not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

t

I am rejecting this response because:the unit has been maintained as documented by Sun Heating. Air conditioner serviced twice yearly for 30 years.

Business

Response:

We apologize for the frustration this claim has caused you. The information that was provided by the technician, along with pictures of your system indicated that the unit was not properly maintained. Per CHW policy, failures that are due to lack of proper maintenance are not covered.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: According to our contract with Choice Home Warranty a/c and heating are supposed to be covered. We have a heat pump which is the only source of heat and a/c for the second floor.Maintenance was performed, as required by Choice Home Warranty June 1st. June 18th when we turned a/c on it did not work. The claim was submitted to Choice Home Warranty. CHW could not locate a technician who could possibly come to the house to inspect and fix the problem. CHW representative told us to find a technician and call them to get authorization to perform work. We did, June 22nd technician came, however CHW was closed. The second claim was submitted. Our technician determined that a/c is beyond repairs and must be replaced. He talked to CHW and explained the problem. Today I got a call from CHW telling me that our claim will not be paid for. I pointed out to CHW representative that according to the agreement our a/c system and heating system are covered under the contract and I will consider to cancel my contract with them. After that she offered a "good will" gesture of giving us $400 to keep us as customers. The new system is almost $4,000. This system is the only source of heat and air for the 2nd floor of the house. Let me point out that my 78 y.o. mother lives with us. A/C and Heat is not luxury, but a necessity!We also had to replace our water heater recently without any reimbursement from Choice Home Warranty, actually they totally ignored that issue.Desired Settlement: We have a contract with CHW that covers A/C and Heating. Would like full reimbursement for the new system and cost of labor involved.

Business

Response:

The details of your situation are not representative of the normal CHW customer

experience and we sincerely regret your frustration and discomfort.

We are committed to providing a positive customer experience and doing the

right thing for all our customers, contractors and employees. We take customer

feedback very seriously. Among other things, it’s an important component in how

we rate our contractors.

Choice Home Warranty provides home warranty service coverage on the systems and

appliances listed as “included” under the terms of the User Agreement. It

is important to read and understand the coverage and terms offered by CHW.

Your air conditioning claim was denied because the vendor stated the unit failed due to a lack of maintenance which is excluded in your coverage agreement.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. A/C Maintenance should be performed ONCE a year. Choice Home Warranty even lists it on their website :

"SUMMERHave annual system maintenance service done before the air conditioning season begins. Choice Home Warranty contract requires unit to be properly maintained." Quoted from:http://www.choicehomewarranty.com/homeowners_home_maintenance.php

2. Maintenance report from our technician does NOT say that coils were rusted or that our unit was out of freon.

I hope Revdex.com will resolve this matter soon.

Regards,

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:

5/26/2011, Claim # 49381388, Microwave, $400.00

8/24/2012, Claim # 50005325, Oven/Stove/Cooktop, $370.03

We regret your frustration with the outcome in regard to claim # 50621589 for your Air Conditioner not cooling. However, upon review this

is a non-covered item as described in Section F. 1 & 12 of the Terms of Service Agreement:

1. 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.

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.

This information was communicated to you on 6/28/2013, at which time we offered to assist with some of the costs of the repair;

this amount was $400, which was declined.

While I understand that the maintenance report provided to you by your technician on 6/1/2013 does not mention the rusted condition of the

unit, nor the freon level, our diagnostic inquiry indicates that the technician advised our claims authorizations team that the unit was rusted.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble

or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

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Review: I had a washing machine declared unfixable by the vendor sent out by Choice Home Warranty on June 23rd. CHW told me they would send me a check for $350 so I could buy a new one....but it takes 30 days! My payment is due around the 15th of each month and had been taken from my account on June 17th (covering me until July 17th). Since this was the 3rd unpleasant/unsatisfactory interaction I had with CHW - I decided to shop around and find another home warranty company. I found one MUCH better and started my new contract with them July 15th because I didn't want any lapse in coverage. When I called the week of July 20th to find out where my $350 check was - I was very rudely told that they would NOT issue me a check because I was not current with my coverage. CLEARLY I was current when the machine broke and the "settlement" of $350 was offered and accepted. I explained that due to their poor customer service I went with another company starting July 15th and would no longer be using them. The supervisor told me until I pay again, I would not receive a check since my account is past due. How can I have a past due account....when no longer even have an account. NO ONE will listen or help. They owe me for the washing machine. It is certainly not my problem that they have the slowest accounts payable system known to man. I've given them every opportunity to settle this and have netted zero results. Yet just another example of why no one should ever use this company and why I went elsewhere.Desired Settlement: The $350 check mailed to me immediately.

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 the claim it shows that you had canceled your policy with us. Per our policy, Section L. Cancellations, if a customer is to break the contract, they will pay back to CHW whatever the amount that CHW has paid out for their claims plus an administration fee.Please See Section L. CancellationsThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.CHW did not charge you for the cancellation of your policy nor the claims that we had paid out for your policy. Since your policy has been cancelled, we will not be sending you the check for the unit. Your policy has to be in active status in order to receive any type of goodwill or buyout from us.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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did not break my contract. I had chw for one full year. I was then on a month to month agreement per my phone call with customer sevice in May. In May when I called regarding renewal I was told in would just be charged month to month until I cancelled. I even tried to pay for a full year ahead of time and was told I couldn't do so at that time. Thand goodness their less than efficient accounting department couldn't figure how to do it. Their words....not mine. So I counties paying monthly until my year was up. Then I found another more reputable company to use.

Regards,

Business

Response:

[redacted],Thank you for your feedback, we do regret any frustration that you have had.CHW

Review: My client has been in her home for 40 days. She asked that the seller pay for her home warranty at closing with choice home warranty. The warranty has been in effect for seven days. We had an inspection done 2 months ago, and the air conditioner worked fine, passed inspection. The air conditioner has been working fine until two days ago when it just went out. My client called choice home warranty to get it repaired, since it is under warranty, and they said that it is the compressor and it's considered pre existing because it takes longer than 7 days for compressors to go out. I'm a real estate agent and I advise my client to get the total protection warranty so she would have great coverage, but that is not what she got. She was charged the $60 trade coffee, just for them to tell her that they would not cover it. Now, she has to pay out of pocket for something that is not her fault nor was it pre existing because it it worked up until two days ago. The air conditioner unit is only 6 years old. There is nothing in there literature that even mentions a compressor and how long it has to be before its not considered pre-existing. I will never refer another client to them, nor will I do business with a company that doesn't do right by it's customers.Desired Settlement: My client would like a refund of the home warranty charge that she has never gotten to use. The people at choice home warranty said that because the seller paid for it the seller would get the money back.

Business

Response:

To Whom it May Concern: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 the policy that you are speaking about, we do see that the customer placed a claim for their Air Conditioning System on 8/14/15 and their policy began on 8/7/15 only 7 days prior. This unit clearly did not come into the policy in proper working order as our policy states that it should. Please see Section A. Coverage #3, states “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 note that an inspection for an Air Conditioner or any type of unit is not considered to be maintenance or any type of conformation that the unit itself is working properly. It will tell the customer or the home buyer that the unit is working at that time, it is blowing cold or hot. An inspection doesn’t consist of the maintenance routine that a contractor/technician would go through to ensure that the unit is working properly. Per our policy, Section F #1. States “1. 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.”Lastly, although we do not want anyone to cancel their policy, you are permitted to do so per Section L. Cancellations. You do not have to send it in writing as you can call and request to cancel. You would not receive a full refund as the policy is over the 30 day grace period but you can receive a pro-rated refund of the money that was purchased for the 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. Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the unit was working, blowing out cool air & keeping the home cool until the claim was filed. In Indiana, we've had temperatures steadily in the high 80's and the home was cool. How can Choice Home Warranty claim to know if the home was cool at that time? They just do not want to pay the claim. As far as a refund, yes, a refund can be requested, but it will be refunded to the previous owner of the home, not the current owner, which is whom it was purchased for.

Regards,

Business

Response:

[redacted]The name on the account is [redacted] and that is whom the check would go to. This is an escrow account therefore we are not able to put it back onto a credit card but it would go to the person's name that the policy is under. As per the claim, CHW requires all units to be in proper working order at the time of the start date. The service provider can tell by the diagnosis that the unit was failing prior to the start date of the policy. This is considered to be a known or unknown pre-existing issue. The new homeowners are not at fault and we are not stating that. CHW is stating that the unit may have passed inspection but the unit itself had issues that an inspector would not check, only routine maintenance would have been able to see these things.The parts of the policy that I have referenced are Section A. #3 Section F. #1 and Section F. #12.Again, if you would like to cancel the policy, you are permitted to do so, CHW would not want to force anyone to have a policy with us if they didn't want one. The name on the policy is whom the check would go to. I have documented the policy for you if you so choose to cancel and it would be in reference to the policy Section L. Cancellations. Best regards,CHW

Review: We have had Choice Home Warranty for almost a year. We have not used them much. On July 7, 2015 (Friday) our downstairs A/C unit quit working. I called and made a claim. The customer service person said it would be Monday before anyone could come out. My husband bought a new fan and put it on but it was still not working. They would not reimburse us for the fan because a licensed A/C technician did not install it. They did call and come out on Sunday. They looked around removed some panels and shook their heads. They told us that it appeared to be the capacitor. Then they re-wired it so it would work until Choice said yes to fix it. They came out and I believe they replaced it but I am not sure. They rewired some more and it worked for about a week. Then it kept going off and on. The condenser was working but the fan was not. They came out a total of 4 times and NEVER fixed it. They told Choice that "someone" had tampered with the wiring. No one did. For this reason I have the warranty because neither me or my husband knows anything about A/C repair. This was a company that Choice told me to use. I ask for another tech to come out and he spent an hour reviewing the whole unit, looked up the unit on the internet to find the wiring pattern and told me that it was wired incorrectly and showed me how it should look verses how it was when he opened the unit. Choice would not pay to replace the fan and said that the wiring had been tampered with. It sure was by the first technician that came out. After reading a couple other complaints, I can see why he would tell the warranty company that since they do not want to pay for any repairs. They have denied getting the repair fixed. They totally assume that we tampered with the unit. The only thing they have to go by is the report from the technician. Here it is August 14, 2015 and I still have no working A/C in our house. I am very disappointed in them. I do not recommend them.Desired Settlement: I would like for Choice to send out a capable technician to fix my unit. If that includes rewiring, new fan etc. then do it. Just fix the unit like you were supposed to do.

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 in claims such as:Claim # [redacted]6 for your Air Conditioning in the amount of $132.00Claim # [redacted] for your Refrigerator in the amount of $165.44In reference to your last claim for your Air Conditioning unit’s claim, we are not able to reimburse you for your husband placing a fan inside the unit because he is not a licensed technician and this was done without prior approval from CHW as stated in the policy. Section C. SERVICE CALLS # 3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.We do see that both technicians stated that the wiring was incorrect and both stated that it needs to be fixed. I do understand that you feel as though it was the first technician that came to your home as he thought it was your husband. The first technician reported back to CHW that the “homeowner had cut the wires”. CHW will not cover the cost of a unit’s repairs if the technician or your husband had tampered with the unit as stated in Section F. Limitations of Liability #19.We do see that you had cancelled your policy with us due to this, we are unable to assist you any further with your 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. Best regards,CHW

Consumer

Response:

I am rejecting this response because:

First, my husband only replaced the fan because Choice does not have technicians that come out on the weekend. He replaced the fan but did not cut any wires. I am an honest person and he did not do that. The first technician came out and could not figure out what was happening so he thought it was the fan and capacitor. HE rewired the A/C unit to get it working again. When he was done there were wires hooked to the top of the unit that you could see. We could not see any wires before he came out!!! As it turns out, he had to come out four different times and still could not fix it. Instead of admitting, that he could not fix it he blamed it on us the homeowner. All he could come up with was tampered wires!! We do not expect to be reimbursed for the fan my husband bought. The second technician that you sent out was great. He took the time to examine the unit, look it up on the internet for model number, parts, and a wiring drawing. You would not pay for his time because the first technician said that we tampered with it. If the first technician was so bright, why could he not fix it? He was given four chances to do it. The bottom line is that you do not believe your customers. The only reason we had the warranty was that we could not fix everything in the house. This was first reported to Choice on July 7th. The A/C was finally fixed yesterday (August 20). We had been running two window units since July 7th, which drove, up our electric bill to $401.00 for the month. We also reside in [redacted] Some days the temperature was 104 & 106 degrees. I wonder how fast your A/C would be fixed in this situation. Yes we canceled our warranty because we are not getting things repaired properly and I can put the money in the bank and call a real technician to fix my issues.

Regards,

Business

Response:

[redacted],Thank you for your feedback, we continually evaluate our contractors’ performance, responsiveness and we will look into this matter. We do not have any proof that the technician did the tampering with the wires also, per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for the technicians negligence. Please see below: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. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. Thank you,CHW

They collect your monthly payments and allow you to pay a service fee but won't cover the full replacement appliances. I called about my water heater and explained it was leaking. The sent someone out that believe as I did that they should cover it. They denied my claim. They said they do not cover leaks! Why not say that before I pay the service charge? Read your contract theu exclude way more than they include!

Review: I have a home warranty through Choice Home Warranty, It states in the contract that they sent me "A home warranty provides repair or replacement of all covered systems and appliances that were in the home and in proper operating condition on the agreement effective date, and that have been properly installed and maintained, no matter their age, make or model." So when our AC unit quit working on July 7, 2014 we called in a claim. They were unable to find a Technician to come out and work on our unit and after three days, I requested authorization to call a technician on my own, and just have them reimburse me for the repairs. I followed their directions and had the technician call them before he did any repairs. They then sent it to their claims reimbursement department for review (another day down, no air conditioning).

They called us that evening, July 10, 2014 at 6:00 pm and told use they would not cover the replacement of the coil, that our technician said was needed to fix the problem, because that type of coil is suppose to last 30 years and because it had only been 15 years its failure had to be caused by lack of maintenance on our part. I heard our technician tell him that there was no signs of us not maintaining our unit according to the owners manual. He could see where we had cleaned the unit with a hose like we were suppose to and the filter was clean with a replacement filter ready for the next month, and there was no large growth or debris around the unit. The Supervisor I spoke to, said that I could submit the claim with a copy of all my maintenance records to their review board. This house was built in 2000 and we purchased it in 2013 what maintenance records would I possibly have access to for a unit that was installed when the house was built.Desired Settlement: Reimburse us for the cost to replace the coil on our unit, that we will pay our technician out-of-pocket to fix the air conditioner. Which will come to $2450.00 and reimbursement for the service call for $224.00 which we also had to pay out-of-pocket and wait for the review board to see if they will reimburse us. Also it would only be right to have them correct their advertising and contracts to let you know that unless you can supply accurate and detailed maintenance records for the covered appliance or systems they can refuse to repair or replace any or all for the covered systems and appliances.

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:

• 04/23/2014, [redacted], Air Conditioning, $130.00

• 06/04/2014, [redacted] Air Conditioning, $200.00

We regret your frustration with the outcome in regard to claim # 51969558, for your Air Conditioning System. Upon diagnosis, the Service Provider stated that a premature failure of the condensing coil resulted in a non-repairable leak caused by a lack of maintenance. The Choice Home Warranty contract requires that all heating and air units be serviced and maintained in accordance with the manufacturer’s specifications. CHW requested that the consumer submit records to ensure that the unit was maintained properly; to date however; we have not received anything from the consumer.

Please refer to the below contract exclusions:

F. LIMITATIONS OF LIABILITY

4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance

8. CHW is not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.

12. CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Best regards,

CHW

Business

Response:

[redacted]

We apologize for any inconvenience that this claim has caused you. Our policy is on our website for anyone to view before purchase at www.choicehomewarranty.com/useragreement. Unfortunately, part of our policy does state that we do not cover pre-existing conditions, known or unknown. Also, it states that we do not cover units that were not properly maintained. The diagnoses that we have on our records does show that the unit was leaking freon after being recharged. There was rust on the unit that caused this to happen. If you were still our customer, we would suggest that you have your own Service Provider diagnoses the unit and call us with the diagnoses, if you disagreed with us. Considering that you have already cancelled your policy, we are unable to assist you with your claim.

Please see our policy, Section F. LIMITATIONS OF LIABILITY

1. 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

Consumer

Response:

I am rejecting this response because:

Yes, Choice Home Warranty has covered itself legally nicely; however, my problem is with their advertising. They lead the consumer to believe that they will cover older appliances:

"My mechanical systems and appliances are aged. Is this covered? Yes, the age of a

home or its systems and appliances does not matter. We cover items that are in

good working condition and properly maintained.*"

Granted, the asterisk does lead us to a link that goes on to say, “we do not cover pre-existing conditions, known or unknown” which basically negates the previous statement, because unless you are the original owner of the house, or are an appliance repair person or AC person; the average consumer, such as myself, only knows the unit turns on and does the job it is supposed to do. The consumer can only vouch for the maintenance done since purchasing the home.

Therefore, in good conscience I believed my appliances were “in good working condition and properly maintained.” After Choice Home Warranty sent out their technicians and recharged

the unit twice,we were never told that we were not properly maintaining the unit, and I heard the Service Provider, we had to call out, tell a Choice Home Warranty employee over the phone, that as far as he could tell, we had been maintaining this unit. I had no reason to believe otherwise.

If this is an issue for Choice Home Warranty, I would suggest that they hire someone to come out and inspect the units they are supposed to be insuring and make sure the systems and appliances are up to Choice Home Warranty's definition of “working condition” and “properly maintained”, so the individual paying for a home warranty contract from Choice Home Warranty isn't under the misconception that their systems and appliances are covered under that warranty.

Also, yes I have cancelled my policies (I had more than one); even though, I evidently forfeited any refund owed me due to early cancellation on these contracts, because I received none! Why would I continue to carry a home warranty, with Choice Home Warranty, when it is quite obvious it is under their discretion whether they fix my older systems and appliances? I

would not have nor would I be able to get, the proper documentation that they evidently require to show that these units were “maintained properly” and “in working condition” and short of paying a specialist to come out and check each of my appliances (at my expense) anything can be classified, by Choice Home Warranty, as a pre-existing condition “known or unknown”.

Please note that since cancelling with Choice Home Warranty we had three different companies send out Service Providers to give us bids to repair our AC unit. The AC unit is now repaired, but it was interesting that all three Service Providers told us two things: 1) coils do not normally last beyond 12 to 15 years no matter how well they are maintained( ours is 14 years old), and

2) Choice Home Warranty has a reputation of not replacing systems or appliances.

Review: I purchased a home warranty contract from choice home warranty. I made a service call concerning my hot water heater pilot not staying lit. CHW dispatched a technician from JK A/C &Heating services who had trouble locating the part at this time I paid the $45 service fee. CHW dispatched another technician from Able Plumbing to look at the issue but he was unable to find anything wrong. The pilot went out again on the hot water heater. I contacted CHW who dispatched Able Plumbing again. This technician says the gas valve and thermostat needs to be replaced. The total cost is $341.86. CHW denied the claim stating that I hadn't been with them long enough to pay an expensive claim. They are also saying the technician from Able Plumbing said it was an existing problem, but the technician says he didn't say that. I paid $375 for the warranty, but they only want refund $151.25 for doing absolutely nothing. The warranty contract started 5/4/2013 and was to go to 6/4/2014.Desired Settlement: At first I only wanted them to pay the claim to have my hot water heater repaired. Now, I want a full refund of the contract and to never do business with the company ever again. Customer Service was rude and not very helpful.

Business

Response:

The details of your situation are not representative of the normal CHW customer

experience and we sincerely regret your frustration and discomfort.

We are committed to providing a positive customer experience and doing the

right thing for all our customers, contractors and employees. We take customer

feedback very seriously. Among other things, it’s an important component in how

we rate our contractors.

CHW has agreed to refund the full amount of $375 per your request, a credit of $375 has been sent back to your card on file.

Thank you.

Consumer

Response:

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

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

Regards,

Review: We filed a claim to repair our built in Microwave, the policy covers builtin Microwave. Now the company says that thsi microwave can also be used as counter top so eventhough it is builtin microwave, they will not cover the claim. I have just extended the services for one more year. They have already charged me $45.00 for the visit and not they are saying that it will not be covered.Desired Settlement: Repair the Microwave or refund the one year warrenty that I just paid in March 2015.

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 this policy that you have with us, we do see that we were able to assist you in the following claims:Claim # [redacted] on 08/29/14 for your DishwasherClaim # [redacted] on 05/11/12 for your Garbage DisposalWe regret your frustration with the outcome in regards to Claim #[redacted] for your microwave. We had Multi Service Network come to your home and diagnosis the unit; they advised us that this unit by looking up the serial number and model number, this unit is in fact a counter-top unit. Unfortunately, our policy does exclude these types of units. Although you may have it in your wall, it can be used as a counter-top item. It would have to be built into the wall and also be a built in microwave. There is a difference in the size, performance and functions for each both types of units. A counter-top unit would not have the same features as a built in unit. Please see Section D. COVERAGE 9. BUILT-IN MICROWAVEINCLUDED: All components and parts, except:EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies – Rotisser.The details of your situation are not representative of the normal CHW customer experience. We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Consumer

Response:

I am rejecting this response and would seek a refund for the policy premium for current year.

Business

Response:

We are very sorry that you would like to cancel your policy with CHW, we do value you as a customer but we are unable to provide coverage for a counter-top microwave. I will send you an email for you to receive a full refund for your policy that you have paid for this year.I do apologize for any and all troubles.

I have had Choice Home Warranty (CHW) out on two occasions. The first was for a Hot Water Heater on 7/7/15. They determined that the hot water heater had a hole in the tank which was not covered. So for this call I was out $45 for the deductible and $1175 for a new hot water heater. I complained so they said my next service call would be free (big deal). The most recent claim was for a washing machine on 2/18/16. The service tech. said he would have to order parts and would be back when the parts came in. On 2/23/16, CHW sent me an email with a number to call and when I got in touch with them, I was told that it would cost too much to repair the washer and that they would cut me a check for $349.99, I could then buy me a new washer. They also stated that this was not the retail price of a new washer but rather the wholesale price and was their best offer. After thinking this over and checking prices, I called CHW back and told them that a new washing machine, plus taxes, plus installation fees, and disposal of the old washing machine, their offer was $200 to $300 below what I was going to have to pay out. They came back with an offer of $400 and said that was the best they could do. I argued with them but they would not go any higher so I reluctantly accepted the $400. I am now looking for a new home warranty company. Now after waiting about two weeks and no check, I called CHW on 3/5/16 and was told that the check had been approved and would be cut on 3/26/16 and I would receive it in 5-7 days after that. I said, you mean that I will have to wait that long to buy a new washer. They said that if I was waiting on the check to buy a new washer then, yes, I would have to wait. And that was said with no apologies.

Review: Sales people and literature imply that appliances are warranted when they need repair or replacement. This has not been the case on my recent claims.

This is the second year I have bought a Choice Home Warranty after dealing over 15 years with [redacted] I chose to switch because of a $20 less co-pay. Last year, I had few claims. This year, all within the last few months I have had several ~ microwave, oven, disposal, and air conditioner ~ all since May. This was obviously not by choice since each time I have to pay a co-pay and deal with the inconvenience of our appliance being down and trying to schedule and meet a technician. When I called yesterday about the AC, they were able to send one of their own technicians to check out the problem. (On the other 3 claims, I had to find my own technician and only received a partial reimbursement and have not received a reimbursement on the 3rd claim) Since I had recently had the Freon charged in the AC unit, it was evident there was a leak in the system. The technician called Choice who would not agree to adding Freon or doing a leak check. When I spoke to a CS rep yesterday, about whether anything would be paid after I paid for the leak check and the leak was discovered, my understanding was that it depended on the cause of the leak and unless it was caused by us, they would most likely pay. The technician also felt that they would most likely pay since the Accumulator was listed on his price list. However, when he called into to receive authorization to replace this part, the person he spoke with indicated that since the charge was $20 over the $500 authorization limit, the claim would have to go to the review board. The technician then offered to reduce the price by $20 to get the claim approved to which the CHW agent said, "no, I can't do that because these people have had too many claims." There was no mention that the cause of rust and corrosion (normal wear and tear) were not covered. However, today, when I spoke to CS reps (2), they indicate the claim was denied b/c of rust and corrosion, which they claim is someplace in the small print. The reimbursement on the microwave was less than half of the replacement cost. The reimbursement on the oven was also less than half the charge and as I mentioned, I have yet to receive a reimbursement for the 3rd charge. Today, the disposal was replaced with Choice authorization for $165. Less the $45 co-pay, it will be interesting to see what I receive ~ if anything. Beside the obvious financial concern and disappointment in their payment policy is the hassle and stress of having to spend time dealing with this. At least in [redacted], **, Choice seems to have very few of their own technicians. They send someone from out of town which is not always timely. On one occasion, the service they sent, collected my co-pay and neither Choice nor I heard from him again, yet that is who they wanted to send this time to replace the disposal. Obviously, I will not renew my contract and will go back with AHS. Their co-pay might be higher but at least they don't use "small print" to deny or reduce every claim.Desired Settlement: Although I have had previous problems with their unfair "buyout" for microwave and reimbursement for oven repair, the problem yesterday with fixing my AC is what I am most concerned about. After myself paying for a leak check as well as the co-pay of $45 I was told that the Accumulator would not be replaced because of rust and corrosion. Even the technician indicated he felt it should be covered b/c it was normal wear and tear. More detail listed above about reason for rejection of claim. How

Business

Response:

,I do see that you had a policy with CHW from 03/16/12 - 06/16/14 and within that time we had assisted you with $894.54 in authorized Claims. I do apologize for any issues that you are currently having but we do not show that you have a policy with CHW as of this year. Please confirm that you do in fact have a policy with CHW, if you can provide me with the policy number because this address is showing up with the expired policy that had ended in 2014.Thank you,CHW

Review: Moved into new home in April 2015. Purchased home warranty plan in May 2015 to protect A/C etc in home. A/C quit-called Choice-called out service person-Service person came to home-said A/C compressor dead-needed to be replaced-Choice Home Warranty program Denied claim due to what they said was debris around the compressor. Compressor is sitting elevated on a slab on the right side of the home, with no shrubs/trees/flowers, etc. around it. There is grass (called a yard) and there is an old flower bed on that side of the home, however, there is no debris there to short out the air conditioner. The compressor is out in the open, like the rest of the homes in the neighborhood, sitting elevated on a slab with no trees, etc. around it. Choice Warranty program states that it will REPLACE your unit regardless of whether it is old or new. It has been working since we moved into this place, and there was no reason to have it checked, since it was checked prior to our closing on this home. Choice does not honor their warranty and we should receive a full refund.Desired Settlement: Complete refund - Choice does not honor their warranties - had a warranty with Choice on my last home in Georgia, and they denied both claims we had there - both on the AC and hot water heater. Will no use them again - three stries and they are out.

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 policy, I do see that you have placed a claim for your Air Conditioning System on 11/1/15; you stated that the unit was not cooling properly and the compressor was not running.CHW dispatched a technician to your home who provided us with pictures of the unit and stated that the compressor had stopped working and it trips the breaker right away. The pictures that were provided to us show that the unit was in poor shape and had debris inside the unit. The debris along with the statement that was provided to us upon entering the claim – the last time the unit was serviced 2013 and filter change of 6 months, shows that the unit was not properly maintained.Per our policy Section F. Limitations of Liability #12 states that CHW will not cover a unit that has a failure resulting from a lack of proper routine maintenance.We do see that you have chosen to cancel your policy with us rather than providing a second opinion as we had agreed to allow you to provide. Due to the policy being cancelled, CHW cannot assist with the claim and offer any goodwill gestures for a non-covered claim.CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

This is the worst company of which I have been a member. When I agreed to their service I was not told at any point that was in a contract. When I finally needed their services for a backedup sewage my claim was assigned to a plumber who did not call me back for three days even through I left numerous messages begging that they call me back to make an appointment. I contacted Home Choice Warranty asking that my claim be assigned to another plumber but they refused. When I was forced to find my own plumber they refused to reimburse me because they plumber did not call to obtain their permission to complete the service. Each time I called I was on hold for 30 minutes to an hour. When I inquired why it was taking so long I was told they have over 3000 calls waiting from people calling to make claims, which I know has to be a lie. When I called and spoke with Aaron #[redacted] he continuously interrupted me and would not allow me to speak. I requested a copy of the paperwork which states I was under contract because as I stated earlier I was not old about a contract when I first agreed to their service.
Do not sign for this company. You will be wasting your money because they will never honor your claim. You will end up spending more money then just hiring a repair person yourself.