Choice Home Warranty

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

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your dishwasher, it shows that CHW provided to you the cost of repair for this unit as stated in Section F. Limitations of Liability #16. Please see below:16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.The technician stated to CHW that this unit was not worth the repair therefore CHW provided to you the amount it would cost for us to repair to go towards a new unit.We do apologize if this was not conveyed to you properly and we will speak with the reps that you had spoken to. Unfortunately, you chose to cancel your policy and we are not permitted to provide any extra cost to you.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as cancel for a full refund within this time period. Per our policy Section A. Coverage #3, CHW does expect all units that come into the policy in proper working order.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Regards,

Ishaq Majeed

Business

Response:

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

Review: I called the service and they sent a plumber out to unclog my sink in the basement. The plumber said the sink pipe was clogged with concrete and he needed to replace the parts to unclog the sink.. He said it would be no problem. He told me to call on Monday 1/4/16. I called Choice and the manager Stephanie ([redacted]) told me the company could not replace my pipes because that was not normal wear and tear. I told her that is not what my contract says. She told me to look on some pages of the contract and I did and that is not what it says. I feel and if she was being mean to me and would not okay this order regardless of what the reason for the clog. I pay my bill automatic every month on time. I changed from AHS, because I read that Choice home warranty was the best. I now am sorry I changed. I paid the plumber $4.500 and would like a refund since I cannot get any service for my sink. Stephanie is not very nice. I felt very upset after talking with her.Desired Settlement: I would like my pipes fixed and my sink unclogged and a refund of $45.00.

Business

Response:

Dear [redacted]r,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, having cement built up in the pipe line is not considered to be normal wear and tear. Our policy states that we will cover failures that are a result of normal wear and tear. Also, this must have been an improper previous repair which is not covered per our policy.We do apologize if you felt that Stephanie was rude to you in any way, we will pull her call and give it to the VP of Operations to review.CHW has to charge the service call fee for any claims that a technician goes to even if it is a non-covered claim. This is the amount you pay every time a technician would be dispatched. We would be happy to place a onetime free service call fee under your policy for any aggravation that you had dealt with. We do regret your frustration with this policy however; CHW is in full compliance with the terms and conditions of the policy.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: 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: 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

This was one of the best experiences I have had with a contractor. He was courteous, professional and so kind. I just changed from another home warranty service, and I am so glad I did! No questions, no waiting. Thank you Choice Warranty for the great service!

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!

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.

they were very eager to sign me up and had many offers to reduce the annual premium and the visit charges but when I filed my first claim things went wrong. the technician showed up acting rushed and would not disclose the problem to me. he convinced me I had to part with the visit fee and that once he gets the replacement part he would be back. I heard nothing for 2 hours and when I called them they said that the claim is denied since I had not been maintaining my appliance properly -- something that the tech never even mentioned! I said I want to cancel the policy and they charged me a cancellation fee and prorated the policy based on the standard rate not the discounted rate I had been given. She kept referring me to study the terms of the contract. I will never go to them and will tell all my friends to avoid them!

CHW refuses to approve the repair of our air conditioning unit unless we submit 3 years of maintenance records. I have been a loyal customer for 10 years and referred numerous other customers.

I never review things because I don't have the time. but this company is a total scam. stay away. my house is 15 years old and things were starting to wear down. my daughter had a great experience with american home warranty when she purchased her house and I figured I would try it too but AHW does not service my zip code so I thought I would try this. they were nice on the phone. you have to pay up front for a year which was over $500 with the options I wanted to add. I was a little hesitant but they said don't worry you can always cancel and get your money back. then I made my first claim. my washer was leaking water. guess what? the seal on the front door is not covered by them. I said I want my money back this is ridiculous so they said they'll work something out. they paid $100 of the $400 job to fix my washer and did not charge me a service fee. then about a month later I made 2 claims. 3 out of 4 burners on my stovetop werent lighting without a match. and the ice machine was not working on my very expensive sub zero refrigerator. I call them and they say guess what - ice machine is not covered. also they won't cover my stove top because this was a pre existing condition. the burners just stopped working so why is that pre existing? because it happens over time. and it's 15 years old so it must have been going bad before I purchased the policy. are you kidding me? this policy is supposed to cover old appliances. they don't even come to check out your appliances before they cover you. every appliance starts breaking as soon as you start using it. so basically they cover nothing. a million exclusions in the fine print. totally not worth it. they were nasty on the phone and when I canceled the policy after 3 months they would only refund me $90 of the $500 because they charge a $50 cancellation fee. they charged me for $50 of each month and then they charged me for the coverage of the washing machine which I paid for. once you cancel you cannot get through to them. I am fuming! stay away! I wish the Revdex.com would get after them and close them down before other people get sucked in to this scam.

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.

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: 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: I had 3 properties insured under this warranty service. The property I own in Washington, DC currently is lived in by a tenant.

In the DC property, I have filed multiple claims. One claim resulted in Choice sending [redacted] to fix the dishwasher. Choice did not pay [redacted] for their work and I was billed the $45 copayment and an additional $49.12 that Choice should have paid [redacted]. I filed a water heater claim, they sent out [redacted] gave myself and my property manager difficulty in returning phone calls properly to arrange an appointment for repairs, I ended up having to have my property manager send another vendor. Choice gave me the approval to submit this for a refund. I filed a refund form for the water heater repair in April of 2014, I have not been refunded the $20 they owe me for this claim. Finally, I filed an air conditioner claim in June, the technician came out collected his $45 copay and stated nothing was wrong with the air conditioner. I ended having to send another technician who has stated the AC needs $800+ in repairs. The control board board and delay reverse are not working. I also had to purchase a stand alone AC from [redacted] that cost $421 to keep my tenant cool while parts are being ordered.

The property I had insured in Florida is owned by my in-laws. They filed a claim to have the stove repaired. The technician came out collected his $45 copay and stated that the stove was unmaintained, therefore it would not be covered because of lack of maintenance. My in-laws pressed the issue with Choice and asked them to send another technician 3 weeks later another technician came out and repaired.

A refrigerator claim was filed for this FL property also. The technician collected the $45 and said the repair was not covered because it was the condensation pipe. Choice stated it was an refrigerate exclusion. I had to pay $100 to have Sears come out and repair this.Desired Settlement: I want to be refunded my entire monthly payments that I have paid Choice Home Warranty including all copays and all payments I have had to make for the repairs.

Approximately $1,000 paid to Choice to insure all 3 properties.

DC repairs: $60 water heater, $94.12 for dishwasher repairs, approximate AC repairs (still in progress) $1,500

FL property repairs: $100 for refrigerator, $45 copay for stove repairs

Total desired Refund: $2,799.12

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . Upon review of your account it appears that we have processed and approved the following claims:Policy No. [redacted]• 11/04/2013, [redacted], Garbage disposal, $130.00• 04/17/2014, [redacted], Water Heater, $20.00Policy No. [redacted]• 03/04/2014, [redacted], Oven, $351.00We regret your frustration with the outcome in regards to claim #[redacted], for your Dishwasher reported on 04/17/2014. Upon diagnosis, Service provider found no mechanical issues. CHW authorized the technician his Service fee of $49.12. We apologize for the inconvenience. We will be contacting the technician about the bill you received.We regret your frustration with the outcome in regard to claim #[redacted], for your Water Heater reported on 04/17/2014. You filed for reimbursement for this claim and were authorized reimbursement of $20 on 07/21/2014. Payment can take up to 30 business days to be received. We regret your frustration with the outcome in regard to claim #[redacted], for your Air Conditioning reported on 06/25/2014. Upon diagnosis, the technician assigned by CHW stated after running tests he found no mechanical failure. You then advised CHW that you had a second opinion out to diagnose the unit once more. We received no information from that point on. Please submit the reimbursement form for this claim to be reviewed for reimbursement. CHW has not received any information from the technician you used nor have we received a reimbursement form in regards to the repairs performed.We regret your frustration with the outcome in regard to claim #[redacted], for your Oven reported on 3/04/2014. Our records indicate that repairs were authorized and made on unit for the amount of $351.00.We regret your frustration with the outcome in regard to claim #[redacted], for your Refrigerator reported on 03/04/2014. Upon diagnosis, the technician stated that the condensate drain line was restricted and clogged causing a water leak. Unfortunately, CHW policy doesn’t cover line restrictions or water leaks in refrigerators.Please see below:D. COVERAGE3. Kitchen RefrigeratorEXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection component.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:

[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: Home warranty claim on A/C unit was denied due to lack of maintenance records for 3 years. I purchased this warranty when I bought my home 4 months ago. Nothing was ever stated you must have 3 years of maintenance records to have a claim approved but that's why mine was denied. I paid $3900 to have my A/C changed out after 2 summer months of little a/c and high electric bills and because the compressor started going out on a 10 year old unit that wouldn't cool below 81 degrees. 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 looked good including a tech they sent out stated to me everything looked good. Home Choice Warranty wants to deny my claim because of lack of maintenance. I was told by Choice that my unit should last a minimum of 15 years so I guess it must be a maintenance issue. How am I suppose to come up with 3 years of maintenance records when I just bought this house. New home buyers need to be made aware of this. Don't waste your money buying this warranty.Desired Settlement: I would like my reimbursement claim to be approved. I don't think there is any reason this claim is being denied other than Choice Home Warranty doesn't want to pay out.

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 you placed online yourself through our portal, you wrote: Air Conditioning: Running Constantly --- Last Time Working: Around the end of May ; --- Last Time Repaired or Serviced: 05/27/2015; --- Make/Model/Serial: Trane [redacted]; --- Last Filter Change: 08/03/2015; --- More Notes: I first reported a problem with the cooling in late May and it has not improved. Now the unit is running all day and doesn\\\'t cut off until about 8:00 at night. I set it for 78 degrees and it stays around 80 during the day. \r\nYou sent Jack\\\'s Heating and A/C last time and all he did was check the Freon and said it looked good. Please send someone out that can help me. \r\n\r\thanksThe technician that came to your home stated that the valves on the compressor were worn; the unit was not pushing enough air to adequately cool the area. Since you had an issue with the unit in May, we asked the technician if any other maintenance was done on this unit, not any repairs but maintenance. He stated that there was no sign of maintenance. Also, it was stated that there was an internal failure on the compressor this is caused by a lack of maintenance. Per our policy, Section A. Coverage #3 states that your units have to come into the policy in proper working order. It states in Section F. Limitations of Liability #12 that CHW requires all units to be maintained as per the manufactures specifications. Neither of these has been completed. According to our policy and your statement, this is a known or unknown pre-existing issue as said in Section F. #1.If you would like to cancel the policy with CHW, please contact us and you will be advised the following section L. Cancellations. You will be provided back the months not used, you will pay an administrative fee of $50 and any claims paid will be taken out of the refund.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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that I have no other choice in the matter other than to accept a partial refund. While I do disagree with their statement due to the misleading timeframe and now they seem to now claim this might have been a preexisting condition, I can only go by what I was sold and also told by the one tech that they hand picked to send to my home whom never went inside my home even when offered and said everything looked fine and then to also have a third party tech provide them with the problem over 2 months later which they state but not by their tech back in May.

I am disappointed with Choice Home Warranty and will never purchase another home warranty again from any company.

Regards,

Review: On May14,2015 I signed up with Choice Home Warranty (CHW) for a 2 year agreement for my rental property at [redacted]. The coverage started on July 1st 2015. As of Oct 28, they have received a total of $700 from me. The problem was a leak from bathroom to the first level. I placed my first call to CHW on Aug16. CHW technicians did not show up on, Aug21st and Aug 24th.CHW said I can bring my own technician, but prior to doing the job, my technician would need to call CHW to receive an approval for payment on,Sept8th,CHW informed us that they cannot cover any payment. I called CHW on, Sept 8th in the afternoon and cancelled the whole two year contract. I spoke to with, Kyle ID #[redacted].Kyle tried to change my mind he said he is giving me credit for plumbing for $250.00 however, I refused it. He said the check with the amount of $524.99 will be mailed it to me within 30 days and gave me the authorization number. I called CHW on Oct,9th, Kyle denied the whole thing he said this authorization # is for $250.00 check for plumbing. However I had not received any check from CHW for any amount, despite knowing the exact amount that was owed to me due to my requesting cancellation. Kyle said our conversation was recorded, he would have to go back to the archive and find our recorded conversation and he said that their system is down he couldn’t recover our conversation from September 8th. The CHW,Consumer Complaint Division have received my letter on Oct 21st. The CHW misrepresented and falsified what they would cover in the house. After 2 attempts they couldn’t even provide me a technician to do the necessary repairs. They don’t pay for anything that they claim to cover in their own contract. They were dishonest about sending a refund check to me. CHW is trying to drag out the cancellation time so that they owe me less of a refund. Please help me to obtain my refund check Per the CHW representative I am owed $524.99 for my refund check.Desired Settlement: Please help me to obtain my refund check Per the CHW representative I am owed $524.99 for my refund check.

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.Since you had stated that you would like to cancel your policy, CHW can cancel the policy for you and subtract the $250.00 check that you had already received from your cancellation amount or you can send the check back into our office and place it to my attention. I will then have the manager in cancellations process the refund from the date that the check of $250 was authorized 9/8/15.

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.

I have received a check for $250.00. Please note the date that I have received the check, was after I send the complain to Revdex.com. So CHW owe me $274.99.

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: They offer me a service for appliances repair/home repairs/freezer/septic tank pumping and drainage/electric repairs and others, but when one particular GFI plug fail to work and they diagnose two other GFI PLUGS with problems and a braker from main electrical panel was faulty, they refused today to authorized the repair. WAITED since Sunday for it to be put on a work order and when they finally send a company to do it, they refused to authorized the repair. I called many times today to no avail and their representatives disrespect me many times and even told me I was acting like a child for telling them that will contact the District Attorney for their misrepresentation as a Warranty company, offering services for which they will find ways not to do them. This time they came out that it could be lighting or the fact that I told them the light went out for about 1/2 and hour or less, when there was no lighting or ever have problems when the light went out from the power company. Even in Tampa, Fl, that the light goes out almost everyday and the house I was renting was older. My House was build in 2004.Desired Settlement: I want to cancel the contract effective Nov 4 and full refund of first installment for the contract for the fraudulent sale offer from the beginning of the firs written contract. Nothing that was offer is any good and the customer service department treat me disrespectfully and with no will to help, like if it was premeditated to scam seniors. To their regret, I am a well educated individual with about 7 years of College, two Associate degrees and one BS in Criminal Justice. I am also a Retred Veteran with 27 years experience as a Supervisor/Manager. I will report their practices to the proper authorities.

Business

Response:

Dear Mr. [redacted]:

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

web site at http://www.choicehomewarranty.com/user_agreement.php.

We regret your frustration with the outcome in regard to claim# [redacted] for your Electrical System. Per the technicians notes, "FOUND GFCI THAT WILL NOT RESET AND BREAKER BAD- THEY CANNOT RESET AS IF OVERLOADED BY A LIGHTING STRIKE OR POWER SURGE"

This exclusion can be found on our website and policy under Section D. COVERAGE, #7. ELECTRICAL SYSTEM"... Damages due to power failure or surge – Circuit Overload...."

I can see that we are refunding you $175 for the remainder of your coverage with us as you have already closed your account.

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.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. THE CANCELLATION FEE 2. WHEN I WAS OFFER THE CONTRACT THEIR WAS NO CANCELLATION FEE AND I CAN CANCEL AT ANYTIME AND NO CONTRACT 3. THEY LYE ABOUT EVERYTHING, JUST TO GET ME TO BUY THEIR SERVICES

Translate

Desired Settlement

REFUND OF THE $50 CANCELLATION FEE THAT WAS NOT SUPPOSE TO BE CHARGE IN ACCORDING TO THEIR OFFERS OVER THE PHONE. I DO HAVE THE NAME OF THE PERSON WHO SOLD THEIR SERVICES AND ONE OF THE SUPERVISORS. REPORT THEM AS A COMPANY FRAUDULENT OFFERS FOR SERVICES NOT RENDER IN ACCORDANCE TO VERBAL CONTRACT.

Desired Settlement: Refund-Cash

Regards,

Business

Response:

Deaar [redacted] :

Please see our website at http://www.choicehomewarranty.com/user_agreement.php, and go to section 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. All cancellation requests must be submitted in writing.

We have always charged a fee of $50 to cancel an account. Can you please show me in your user agreement that it states that there is no fee? This is the contract word for word, and it states that before 30 days or after there will be a fee to cancel. I am sorry for all the frustration, please let me help by showing me where it states that you do not have to pay that fee and I will be more than happy to have that money refunded.

Thank you,

Quality Control Manager