Choice Home Warranty

Review: bought a refrigerator in june 2013 called choice home because it stopped cooling and freezing. they sent out a tech to look at it, I paid the service fee of 45.00 the tech said its the compressor. so choice said because it's under 3 yrs old they want a second opinion. So tech 2 came out and said same thing. so choice said they wont fix it because its a manufactuor defect. nither tech said that. they said that they can go bad at any time 2nd tech said to them it was a short that caused it. first tech told them that they can go bad at any time. so choice wants sears to pay for it. Its a Kennmore, sears said the one year warr. is up, and I would have to pay to have it replaced or fixed. choice home won't help me out I pay 45.00 a month and paid a service fee of 45.00 to tech one. I have this warr to help pay of the cost of anything in the home that needs to be fixed. Now they won't help me. been without a frige for 5 days now buying ice every day waiting for someone to own up to helping me. please help thank you. I lost a day pay also trying to get this done and loss of food.Desired Settlement: Repair or refund of everything I have paid them and comp for day pay loss and replacement of food loss because of 2nd opinion.

Thank you

Business

Response:

Dear [redacted]:

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

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

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

[redacted], 8/16/13 for your Garage Door Opener in the amount of $129.85

We are very sorry about the frustration on claim# [redacted] for your Refrigerator. We did have 2 different Service Providers come to your home to confirm that this is in fact a manufacturer defect. The unit is fairly new and both Service providers that we spoke to said that the “Compressor will not start but that the components are good”. There are no other signs or defects that can cause this to happen besides a manufacturer defect. Please contact Kenmore and speak to them, as

they should honor their product and be able to help you in this situation. Unfortunately, this is not a covered item under our policy. 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.”

We understand that this unit is not covered under the original warranty with the company that you purchased it from but because it is a defect, we cannot cover the unit as well.

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:

I was told by both repair men that the compressors can go anytime and sears says no recalls on that unit not a defect. thats why pay for appliance warranty. they are telling you

that both servicemen told them defect not true. under the cotract they should fix it. thank you

Regards,

Business

Response:

Dear [redacted],

I beleive you had spoken to the Manager of our department and he made an offer to you that you have accepted for the amount of $538. We are awaiting your release papers and we will have the check sent out to you.

Best regards,

CHW Quality Control Manager

Consumer

Response:

Hello and thank you for your help. I did send back the release form still have not recieved the check, for 538.00,

I put in another claim for my water heater that was denied when the repair service man called it in, I am ending my contract with CHW.

I will not pursue this one. bought a new water heater.

Thanks for all your help, Hope I recieve the check soon that will help with the cost I just had

Business

Response:

Hi [redacted],

I have checked the est ship date and you should have it within a few days. If you do not have it by Monday, please call me directly ###-###-#### and I will look into it further.

Thank you for your patience!

Best regards,

Consumer

Response:

Ty I will be in touch I was promised I would have the check 02/14/14, no check then I called and it was not sent out because of snow storm. then I was told I would have it 02/21/2014 no check. I think they are playing games. TY for all your help at least they have been reportecl otnot honoring their contracts. Also I had another claim on my water heater they sent out a repair man and then didnt believe him so wanted a 2nd opin... I said no so the claim was'denied. lineeded it. and like the refrigerator I waited for a 2nd opin and they still denied it. I am cancelling my home warr with them. TY [redacted]

Review: Claim # [redacted]

On July 12th 2013, I submitted a claim regarding a malfunction of my Air Conditioning system. Unfortunately, since then I received a slow response for services and multiple excuses for denying my claim. Choice Home Warranty did not pay my expenses of about $8,180. I made multiple calls to CHW representatives and contacted them by email without receiving a fair solution to my claim.

Choice home warranty (CWH) did not honor the warranty that I bought. My air conditioning unit fail and even that it received proper maintenance as required by the policy they deny my claim. They never paid anything related to this claim. Not even the inspection services. I have to pay everything out of my pocket.

CMH did not honor the service agreement according to their policies.Desired Settlement: I request payment of the maximum amount covered by the service agreement.

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 .

I have looked into your policy and I do see that you placed a claim with us on 06/15/13 for your Air Conditioning Unit. I do apologize that we are not able to cover the cost of the repair due to the fact that your service provider stated "UNIT WAS OUT OF FREON THERE WERE SEVERAL LEAKS IN THE OUTDOOR CONDENSING". Our policy clearly states that all units must be maintenanced properly. If your unit was maintenanced, there would not be any leaks and would not be out of Freon.

I understand the frustration with this denied claim but I also see that you are no longer a customer of CHW, you cancelled your policy on 12/4/13, therefore, there is really nothing I can do to assist you in this matter.

Regards,

CHW QC Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The diagnostic from Mr. [redacted]. [redacted], an expert with 35 years of experience from [redacted] Heating & Air Conditioning, in the attached document clearly says:

"......leaks in outdoor unit are from normal wear & tear and not the result of anything else."

Also, I checked with Mr. [redacted], from [redacted] Heating & Air (office: ###-###-#### fax:###-###-#### www.[redacted]ac.com) and here is his response:

"[redacted], That is generally not the case. Leaks are caused by a wearing thin of the

walls of the copper (comes with age like thin walled veins).....

Nothing I can think of as far as maintenance to prevent leaks."

I also checked with a Carrier representative over the phone and he told me the same thing.

I have receipts for the last few years for maintenance and the unit always received proper maintenance. Obviously the lack of proper maintenance was not the cause of the leaks as I have it in writing from an expert with 35 years of experience who inspected the unit.

I do not accept the response from Choice Home Warranty as lack of maintenance was not the cause of the leaks. I hope that the CHW representative does not change the reason for denying this claim, as the lack of maintenance is not a valid reason for denying it and the contract should be honored on ethical and legal grounds.

I do not see any valid reason to deny this claim.

Regards,

Business

Response:

Dear [redacted]:

I am very sorry for any trouble that this has caused you. When you opened your policy with us on 06/16/12 we tried our best to help you with the claims that you had placed:

9/21/12 for your PLUMBING SYSTEM in the amount of $40.00

9/21/12 for your WASHER in the amount of $148.29

12/13/12 for your PLUMBING SYSTEM in the amount of $40.00

9/2/13 for your GARBAGE DISPOSAL in the amount of $130.00

The claim that you placed on 7/6/13 was not a covered item because all of the Service Providers explained to us that the unit itself had a leak and it was due to rust and corrosion. Per our policy, we do not cover item/units that have this issue. Please see 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.

Also, our policy does not cover an Air Conditioning System that is leaking. Please see

Section D. COVERAGE 4. AIR CONDITIONING/COOLER

NOTE: Not exceeding 5 (five) ton capacity and designed for residential use.

INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:

EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.

You chose to cancel your policy prematurely on 12/04/13 when your policy should have ended 6/16/14. You filed this complaint on 2/6/14, that was 2 months after you chose to cancel with us. That being said, not only is it a non covered unit but the policy was closed when you filed this complaint.

I am very sorry but we are unable to help with the cost of any of your home repairs because you cancelled your policy on 12/4/13.

Best regards,

CHW Customer Advocate Manager

Review: I have been a member of this company since December 2011 and have called and had several repair requests which they have paid some but not all of the repair bills , their company is a total untruthful company, they promise things which they do not honor, I have NOTHING good to say about these people and I wish I had NEVER EVER done any business with them. Each month, I pay $32.96 to them and then when I request service a $45 co pay is required. They always have some reason they will not honor the total cost of any request I ask of them. The company plainly states there is no inspection of home required to become a member but when you file a request they find every reason to deny any claim. I am an elderly lady and there is no way I can crawl under my home to inspect anything that might need servicing but it seems they expect such from me due to the fact they always say it is not covered because it was improperly repaired or installed etc.. The last request was for sewer line breakage and all the water from sink, dishwasher and washing machine was dumping under the house, I explained to them that my grandson had gone under the house and glued the pipe therefore when it came loose again they would not honor it due to it having been repaired by an unlicensed repair person. To begin with the drain system was so totally improperly installed to begin with and there was no way for me to know this until it stopped working.

This company is a total ripoff!!Desired Settlement: I want a refund of monies I have paid to this company which has been $988.80. I also want an apology for their misrepresenting and not standing by what they offer and say they will do for their clients.

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].

We are very sorry for the frustration about your claim [redacted] for your plumbing system that you placed on 04/01/14. We have looked over this claim and can see that you have been a monthly customer of ours since 2011 as you stated. Per our service agreement, for each claim that you place a service fee is required. Please see section C. SERVICE CALLS. 4. You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended. We do have it notated that you have your fee as $45 and not $60.

Also, per our service agreement we do state that if a unit is not properly maintained or repaired, we will not be able to cover that unit. Please see section F. LIMITATIONS OF LIABILITY

11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.

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.

Unfortunately, having your grandson glue the pipe rather than having a licensed technician do the proper work to the unit makes it so we cannot approve the claim for you.

You stated that you would like a refund of the money that you paid to the company, please contact our retention department at ###-###-#### and they will be happy to assist you with your closing your policy.

We are very sorry for any aggravation that this has caused you and your family.

Best regards,

CHW

Consumer

Response:

Review:[redacted]

I am rejecting this response because: The only way I will agree to withdraw my complaint is if I receive a check from them for all monies I have paid since I became a member, minus whatever they might have paid any service contractors to come to my home. I wish to have proof of what monies they have paid on my account.

Then and only then will I agree and I will not place a phone call asking for this. I will only correspond via email thru Revdex.com.

Regards,

Business

Response:

Dear [redacted]:

I am very sorry, you are a monthly customer and you pay $32.96 a month. If you wish to cancel your policy CHW will not be able to refund you any amount because our cancellation fee is $50.

Please see 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.

If you chose to cancel your policy, I can make the changes to your account. Going threw the Revdex.com might take longer but if that is how you chose to communicate, that is fine. You are more than welcome to contact our company to cancel as well. Today is 4/16/14 and I have documented your account as you would like to cancel. I will also send you an email to your email that we have one file and explain this to you as well.

I am very sorry for the frustration.

Best regards,

CHW

Review: I hired Choice Home warranty to cover my home about 3 years ago. I pay premiums every month. When I have a problem I must call them and then they will send a serviceman to repair said problem. My central air system has a bad leak and all the charge is going into the atmosphere which is dangerous to the ozone. Choice sent a repairman who charged me for a pressure test. The test revealed I have a crack in my coil, which needs to be replaced , but will cost 900 $$ . Choice doesn't want to pay , when I call them they act like they are typing and they say they will call me back and they do NOT. One person will tell me that they can not get a hold of the repairman, another will say they have talked to him but he doesn't give a diagnosis. I spoke to the repairman myself. Choice does NOT want to pay for a coil repair. They say my system doesn't warrant that , that all I need is a charge. The system has been charged twice and it leaks out into the air. I am very frustrated I have tried to talk to them to no avail.Desired Settlement: I just want Choice to approve the recommended repairs and let the repairman finish his job. I want the coil fixed. I have no central air this poses a health risk to me. I will pay the repairman myself just to know I have air conditioning. But it is NOT right , I pay monthly for a service contract which Choice is trying to get out of. They just pass me from one person to another and no body does anything.

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 # [redacted] we show that we did have [redacted] come to your home and fix your unit. We have spoken to the Service Provider and verified that the unit is in fact cooling correctly.

Please advise us if this is not the case and your unit is not cooling.

Thank you,

CHW

Consumer

Response:

I am rejecting this response because:

The unit is NOT cooling. The service repairman that they sent to my home, did a pressure test. The ONLY way my unit can be fixed if for the repairman to replace my coil. He did NOT do that because Choice Home Warranty will NOT approve said repair. My AC is NOT cooling my home.

Choice Home warranty did NOT fix my problem. I pay for this warranty service every month for 3 years and when I have a problem they should have to honor the contract and fix it.

Choice Home warranty is now saying this was a pre exsisting condition. I have had Choice for 3 years. I get my AC cleaned every 2 years as per manufactuer instructions. In 2012 [redacted] cleaned and had to charge my AC unit. In September 2012 I called Choice Home Warranty and complaint was my AC was running and running and NOT cooling. Choice sent repairman [redacted] , who charged my AC. In 2014 I contacted [redacted] to clean and service my AC. At that point I had lost ALL of the refrigeration in my AC. MR. [redacted] would NOT re-charge my unit as this is against the law , and could result in fine and loss of his license. I called Choice home warranty. They sent [redacted]. [redacted] did a pressure test that cost 150.00 that Choice would not pay for I paid for it. The test revealed that the coil needs to be replaced for the AC to cool my home. Choice will NOT pay for said repair.

Choice wanted the repairman to just charge my unit AGAIN. Like I said this is against the law and not good for the atmosphere. In good faith I can't understand why Choice would want that to be done??? Except because it is cheap but it solves nothing and is harmful to the air. My AC is NOT fixed. I am going to pay for the repair , because for health reasons I can NOT be out of air conditioning. I expect Choice to honor our contract and reimburse me. A simple illegal act will NOT fix this problem. I have been faithful in my commitment every month to pay Choice Home Warranty their premium , now it is their turn to fix my problem.

Business

Response:

I can assure you that CHW would not permit a service provider to do anything that is illegal to a unit. Your claim was approved but for a recharge of the unit because it can be fixed. CHW has not approved for a new unit.

Per our policy please see section FLIMITATIONS OF LIABILITYnumber 9 . We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.

10. We are not liable for repairs related to costs of construction, carpentry or other incidental costs associated with alterations or modifications of appliances, components or installation of different equipment and/or systems. Except as required to maintain compatibility with equipment manufactured to be 13 SEER and/or 7.7 HSPF or higher compliant, We are not responsible for providing upgrades, components, parts or equipment required due to the incompatibility of the existing equipment with the replacement system, appliance or component/part, including but not limited to efficiency as mandated by federal, state or local governments.

CHW is willing to cover the cost of repair for this unit, the cost for the service provider to recharge the unit as he did. If your unit is still not cooling, please call us and we will have that service provider come back to your home and re-diagnose it for you.

Thank you,

CHW

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: 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: Called to have my ac looked at the contractor came out said outside unit needed to be replaced but most likely choice home warranty would not cove cuz they always find a reason not to cover the cost. Choice home warranty called said they could not cove due to unit not being maintenance which it had been and faxed the copies of receipt . Then they came up with another reason not to cover said since the tech said on receipt added freon they could not cover . Had the tech call there in house tech and explain why he added the freon and their in house tech said he understood and would have them reverse the decision and honor the contract and replace the unit . So I waited two day and called bk and they said they would not be replacing unit cuz my tech said it was a bad unit . And. That is not what he said or discussed with their tech

So I had to buy a new unit and have it installed cost was just under 2900.00

All I want is reimbursement for the cost of unit and labor. Even their own tech said it was just an old unit but they were scared to say anything due to not getting any future callsDesired Settlement: I want to be reimbursed for the out of pocket for the ac unit that was clearly covered under my warranty

2900.00 I have all receipts

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 proper maintenance has caused the compressor to fail. Pictures confirmed that the condensing coil is clogged and the fins are bent restricting air flow; causing excessive pressure on compressor. Unfortunately, CHW policy does not cover failure due to lack of proper maintenance. Upon review of records that you provided, only one record was sent in which stated that your unit had Freon added on March 12, 2014, before your CHW policy was active. Air conditioning systems are sealed systems that would only require Freon if a leak is present. Since the Freon was added before the policy took effect it is evident that the unit was experiencing problems before the policy was in effect. Unfortunately, CHW policy also does not cover failures that are pre-existing to the policy.Please see below section:F. LIMIATIONS OF LIABITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.18. We will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

Unit was maintained I have records their own outside tech they sent out said it was in good shape for as old as the unit was and had normal wear and tare as exspected .He also told me that CHW would find an excuse not to pay as they have always in the past. But like a stated in last letter I will have to seek further actions to resolve this matter .

Business

Response:

We apologize for the frustration this claim has caused you. The information that you provided to CHW stated that you had Freon added to your system on 3/12/14, 8 days prior to your CHW policy became active. Air conditioning systems are closed systems that do not need Freon to be added unless a leak is present. The documents show that the unit was experiencing issues before CHW policy became active. Unfortunately, CHW policy states that failures that are preexisting to the policy are not covered under the warranty. 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: A call was made to Choice Home Warranty regarding a cracked heat exchanger in a 27 year year old gas furnace. A technician was dispatched by CHW on Saturday 11/22/14. After examining the unit, the technician agreed that the unit indeed had a cracked heat exchanger and that a) there was a risk of carbon monoxide poisoning present (due to crack), that the unit looked in well-maintained condition for a unit 27 years old and that c) he recommended a replacement of the furnace.

The technician took pictures of the unit, the flame, and made notes. He then stated that he would call CHW on Monday 11/24/14 and provide them with the pictures and his assessment of the problem.

On 11/24/14 I spoke with their Claims Rep ([redacted], ID #[redacted]) and was advised that they would not cover any part of the furnace replacement. Their rationale was that the unit was not properly maintained. When I asked them how they know this they said " its clear from the deterioration of the unit, corrosion and color of the flame." I find this curious as 1) you can't see the heat exchanger in a picture since the heat exchanger is located deep in the furnace 2) they substituted their judgment as to the condition of the unit without seeing it and ignored the their tech opinion 3) dismissed the fact that the unit was 27 years old and would have deteriorated over the years naturally regardless of what was done. They asked me to provide them with records of 27 years service in order to reconsider. Who would have 27 years of service records? In speaking with the tech I was told they routinely deny claims for relatively expensive work/reimbursment. This left me feeling that CHW operates as a scam.Desired Settlement: I would like CHW to honor its commitment to help defer part of the cost of a new furnace. I have been a CHW customer for serval years, have not abused the system by filing an unreasonable number of claims, have paid the bills in advance and simply ask that CHW do the right thing and cover the furnace replacement ASAP. This is a safety issue, plain and simple.

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 your heat exchanger is cracked due to lack of proper maintenance. He explained that cracks develop when the burners are not cleaned of rust and debris. Unfortunately, CHW policy does not cover failures that are due to lack of maintenance. Please see below:4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.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 CHW has provided an untrue and false response to the Revdex.com of New Jersey. They state " Upon diagnosis, the service provider (their in-house representative and to whom to look to for direction) stated that the heat exchanger is cracked due to a lack of proper maintenance. He explained that cracks develop when the burners are not clean of rust and debris." They go on to say "CHW policy does not cover failures that are due to a lack of maintenance."They problem with this answer by CHW is that it is absolutely untrue. I have spoken today (Wednesday 12/3/14) with the Service Technician they dispatched to my home. His name is [redacted], HVAC Engineer and owner of Precise Heating and Cooling ([redacted]@yahoo.com, [redacted]). Mr. [redacted] stated clearly to me that he did not say that the problem of a cracked heat exchanger was " caused due to a lack of proper maintenance." In fact he stated that the unit itself appeared relatively clean and maintained for a piece of equipment 27 years old. He confirmed to me that he stated this to them on his initial call to them on Monday 11/24 when he presented his findings and in a subsequent call to them when he learned that they denied coverage for the reasons outlined above. Mr. [redacted] is available to collaborate the facts of what he said to Choice Home Warranty to the Revdex.com of NJ. I encourage you to contact him. He is aware that speaking publicaly may risk further referrals to him by CHW. He has gone on the record to dispute their assessment of what he said as a direct result of their misleading and untrurthful representations. Any additional help you can provide would be greatly appreciated towards resolving this matter with CHW. Thank you. -

Regards,

Rick Popowitz

Business

Response:

Dear Consumer, although this is not a covered claim in which CHW is obligated to pay. CHW is willing as a gesture of good faith to offer you a full refund of $344.00. Please be so kind as to affirm acceptance and we will be happy to issue a check to your attention and consider the matter resolved.

Review: I had no heat they sent me a name and info for a company to come fix. I called and they said they couldn't make it for a week to fix me heat. I called them back they said find your own company and we will pay you back what you spend. The sum was 374.00. My heat went out again in which now it wouldn't come back on when temp dropped on thermostat unless I turned it off then on again but at least it was working now. Sent them the invoice and they said they wouldn't pay it because it did't fix the problem when it did but there were two existing problems.Desired Settlement: I just want my money back that they said if I spent out of pocket they would refund

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with the outcome in regards to claim # [redacted], for your Heating system. CHW tries to assign the first available technician. However, we cannot control their scheduling as we don’t know the availability of neither the technician nor the consumer. CHW does offer reimbursement to our customer’s if they choose to use their own technician. Upon review of the invoice of repairs, the information stated that the technician replaced the hot surface ignitor. However, no prior authorization was given for repairs. Per CHW policy, all work done without prior authorization is not covered. Please note that second claim was called regarding your heating system, claim [redacted]. CHW has approved this claim and has authorized repairs.Please see sections below:C. SERVICE CALLS3. 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.Our records indicate that per your request your policy was canceled on 2/26/15.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: 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.

Review: I spent $12,250 for 12 home warranty policies for my rental properties for 40 Months. After I make a claim, I found that their tech just came and did nothing. Then I call their agent, Aaron [redacted]. Every time, he promised that he will get the repair done. But no repairs has been done for weeks. Then I ask them to cancel the plan and return my money. They charge $1800 for the cancellation fee. And in policy, it is clearly written the cancellation fee is $50 for each policy. But they charged me $150. And There is no service done for my rental properties, but they still charge service fee. Only after two months of starting the plan, they only promise to refund me $9156.00 They charged $3094 for doing nothing.Desired Settlement: Refund me $11036

Business

Response:

Per our conversation you have agreed to the refund that CHW has offered you. The refund was for all 12 policies that you had with the cancellation fee that is required per our policy. We have already placed the credit to your policy in the amount of $9156.00 that you should see if 3-5 days depending on the bank or credit card that you used. For your records, our policy states exactly what we said and did:L. CANCELLATIONThis 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. Thank you for resolving this matter with us.Respectfully,CHW Consumer Advocate

Review: My A/C system compressor quit and has an internal short or burn out problem. The home warranty company is not wanting to replace this unit as they state it is not a covered item even though their warranty does cover compressor's via their own documents as an covered item.

They want to give me back my monies I have paid them and then another time they said they would give me $500 towards the repairs. I have estimates from $3800 to $4500 to replace the unit as I was told that there was contamination when this happens and it needs to be replaced with age and all.

I went with this company only after they courted me for two months or more as I have a friend with another company that he has used for years and said I should get a home warranty. I couldn't see any difference from the contracts but this company was $20 a month cheaper so I went with them and should of known there was a reason I guess.Desired Settlement: It's 100 +++ degrees in Phoenix right now and the upper unit has to run night and day just to try and keep the whole house cool enough to live in. It's 85 downstairs and we have to sleep upstairs now to survive. If that unit goes out I'm in real trouble!!!

I want my A/C fixed as was promised by the warranty!!!

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Per our conversation, I did advise you that the claim that was placed on 04/08/15 was a non-covered claim due to the fact that your policy had started not but a month prior on 3/12/15. Your unit did not come into the policy in proper working order. Per our policy Section A. Coverage #3 . Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, on 04/16/15 I personally offered you a full refund of your policy seeing as you were very upset and that you disagreed with the outcome of the claim, therefore disagreeing with our policy. You declined my offer and advised me that you "wanted something more". On 4/20/15, I offered you the amount that CHW would pay for the part that needed to be repaired in the amount of $500 and you advised that me again that you would "get back to me". I explained that per our policy, we do have the right to offer cash in lieu of repair and that this was a goodwill gesture.I have not heard from you in regards to the offers that were made to you. You stated in your complaint that "CHW refused to offer you a refund of your monies", I am offering it to you again. Please advise us of what you would like to do with this claim.Thank you,Tracy

Consumer

Response:

I am rejecting this response because:They are trying to BACK OUT on a contract and a GOOD WILL offer is $500????, MY price (Wholesale and lowest cost) at Graingers is $1362.00 for just a compressor and that does NOT include labor and Freon to install as JUST a repair. With installing and Freon it would be over $2000 to just repair it. Their own company said that it NEEDS to be replaced and NOT repaired. PLEASE STAND UP TO WHAT YOU ARE SELLING AND BE ACCOUNTABLE Here is my complaint TRACY and where does it say I asked for a refund of my monies? It says (They want to give me back my monies I have paid them) not that I only want them to give me back my monies as you implied. SEE COMPLAINT BELOW Complaint DetailsMy A/C system compressor quit and has an internal short or burn out problem. The home warranty company is not wanting to replace this unit as they state it is not a covered item even though their warranty does cover compressor's via their own documents as an covered item. They want to give me back my monies I have paid them and then another time they said they would give me $500 towards the repairs. I have estimates from $3800 to $4500 to replace the unit as I was told that there was contamination when this happens and it needs to be replaced with age and all. I went with this company only after they courted me for two months or more as I have a friend with another company that he has used for years and said I should get a home warranty. I couldn't see any difference from the contracts but this company was $20 a month cheaper so I went with them and should of known there was a reason I guess.

Business

Response:

We are not able to cover the claim as we have stated several times. We offered you a good will gesture not to cover the unit but to help you with the repairs or replacement. We do not expect a customer to stay with a company that they do not feel is fair, therefore, we offered you your money back. CHW is not obligated to offer anything to you for this unit because it is not a covered item. The compressor shorted and that happens over a long period of time, longer than your policy was in place (less than a month). We have offered to refund you the amount that you paid for the policy $135.00 in total ($33.75 a month) or the $500 as a goodwill gesture. It is up to you if you would like to accept either one or none at all. CHW has gone above our guidelines to assist you with this claim.Regards,Tracy

Review: We filed a claim a few weeks ago on our second floor air conditioner unit. The unit was no longer working. At times – in the past – the unit would cease producing cold air. In the past, CHW had approved the continuous refilling of Freon into the unit (a point I will come back to later). Further, we had the unit maintained twice a year for preventative and routine maintenance. Needless to say, we were told the claim was rejected due to rust causing a leak on the evaporator coil. Once we had the unit replaced our technician said the rust surely did not cause the leak. I spoke to someone in your call center regarding the claim by our technician (and provided pictures) and was told the pictures were not of the appropriate location on the unit and your (CHW’s) technician had indicated the cause of the leak/failure was due to rust. [redacted] was the technician identified as providing the root cause to CHS. After an “exchange” with [redacted] (employee ID [redacted]) I was told you are my only recourse in this matter.

I want to make a couple of points. First, if you were constantly approving and paying for Freon replacement – don’t you feel as though you’re culpable in not providing a systematic fix to the overall problem? At what point do your, in house, experts ask the question, “why is this unit requiring so much Freon replacement?” (which we later found out may, in fact, be illegal)? Second, your call center staff readily admitted it’s okay for rust to be present on the unit, but it simply cannot be the cause of the leak. Finally, your technician – [redacted] – has indicated to us that he never told you the rust was the actual cause of the leak; but rather, it’s a 17 year old unit that failed. This validates what our technician has said and calls into question the integrity of your entire premise. I’m not asking for you to pay a claim that you’re not bound to pay. But, based on the feedback of your technician you have lied and the facts support your payment of this claimDesired Settlement: I am desiring the home warranty company to honor our agreement and pay the claim on the A/C unit.

Business

Response:

June 23, 2015Dear [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, I do see that our technician did submit photos showing that the unit was rusted and leaking from the areas of that rust. (Attached). I have also seen the pictures that your technician submitted and they are not of the end plate that is rust/corroded where the leak was. Also, when calling in a claim to CHW, our service providers go to the home, try to fix the problem. We do not do the maintenance for you, you as the customer are responsible for this. We see that a unit is low on Freon, we ask how much of Freon it is low, if it is a lot of Freon, then we will then know that a leak is present and we then have to perform a leak test. If the unit is not cooling, it could just need to be recharged. This is not illegal, if it were our certified technicians would not be able to do it. Your unit was not covered by our policy due to the lack of proper maintenance that you had, if you feel as though you had correct preventive maintenance, please send us the records for review. You have stated that the unit has been replaced; please note that CHW will not cover the cost of a new unit since this was done without prior authorization from CHW. We will however review the records that you have and see if there is a goodwill that we can offer you.As of now, we have not covered the clam for the following reasons: F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.8. 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.CHW is in full compliance with its terms & conditions. Respectfully,CHW

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: 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

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: 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: I purchased a warranty with Choice Home Warranty. I was told items in my home were covered under the warranty, including the Air Conditioning system and the pool systems. I have had continuous warranty coverage on my home through a different company. there was no lapse in coverage, and I provided the company with proof of prior coverage at their request. The company was fully aware of the age of my home. I have submitted two claims for items that broke in my home. The first was for a broken air conditioning system, that was a wiring issue. The contractor that came out caused the air handler to explode. The air handler should be covered under the warranty. The company said that the system was not properly maintained and denied coverage.

The second claim was for my pool pump, which was not working. The wiring needed to be fixed and leaks in the system. The company said that the issued occurred too soon into the life of the policy.

This company misrepresented coverage to us. They are happy to warranty an older home because they know they can claim improper maintenance to get out of paying. In addition, the claim that the pool issue happened too soon into the life of the policy is baseless, because we have had prior continuous coverage. We would have claimed it on a previous policy if the problem had presented itself.

The company has stated their decision as complete and final with no other recourse for the customer. The company (via Russ at Choice Home Warranty) has said they will refund and cancel our policy if we sign away responsibility for the damages caused by their service provider. It seems their strategy is to warranty anyone and then deny any claim they possibly can. When they find a policy that they have to pay too much on, or a customer that disputes their decision, they refuse coverage and then try to cancel the policy.Desired Settlement: This company should pay the claims for repair of the broken air conditioning handler and the pool pump and leak repair.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/useragreement.com.Upon review of your policy that began on 8/2/15, you placed a claim for your Pool/Spa system on 8/28/15. The technician stated that the unit has a bad motor capacitor that it was burned out and the pump seals were worn down leaking. These are multiple failures that could not have happened within the timeframe of the policy. Per our policy Section A. Coverage all units must enter the contract in proper working order. Your pool/spa did not and therefore, we are not able to cover the repairs.As per your Air Conditioning System, that claim was placed on 8/23/15 and again this claim is pre-existing to our policy. The technician provided us with pictures of the unit that showed us that the unit was very dirty and the condenser coil had restricted air flow that made the unit fail. Per our policy, Section F. Limitations of Liability #12 states that CHW will not cover repairs related to a lack of proper maintenance. These failures could not have happened within the time frame of your policy.We do apologize for any frustration that this has caused you. We urge our customers to read our policy , if you should have any questions or concerns please contact us.Thank you,CHW Dispute Processing Team

Consumer

Response:

As I stated in the original complaint, the claim from the company that the failure did not occur within the life of the policy is invalid. In addition the claim of improper maintenance of the A/C is invalid. Company has not addressed the fact that the contractor they sent also caused more damage to the system than existed before the claim was placed. Company is happy to cover anyone who calls with no inspection required because their standard procedure of claiming "improper maintenance" protects them from paying according to the obligation they made with the customer. 1) The pool failure DID present itself within the lifetime of the warranty. The pool pump was working and functional at the time the warranty was taken out. We have had continuous Home Warranty coverage for more than 10 years on this property (with another company and have had no trouble). If we had been aware of the problem before taking out the policy with Company, we would have filed the claim at the time it presented. Company told us that the pool pump and systems were covered. Company asked us for proof of prior coverage and did not require an inspection for prior issues. The only reason to ask for proof of prior coverage is to ensure that any prior issues would have been covered. We supplied that proof of prior coverage. We did not misrepresent ourselves to Company, but Company has MISREPRESENTED to us the product we have purchased.2) The Air Conditioner was covered by the policy. The system has been properly maintained, the proof being how long its been working with no problems. We have maintained our system throughout our ownership of the property (more than 10 years). The fact that the system was old, did not bother Company when they said they would cover it. Then when something broke on it, Company then cited age and improper maintenance to get out of their contracted obligation. We have maintained the system carefully to keep it running. Company's contractor caused more damage than existed at the time of the claim.Company needs to pay both of these claims.

Business

Response:

Per our policy, Section F. #1 states that we do not cover any known or unknown pre-existing conditions to the policy. You placed a claim for your Pool and AC a few weeks after your start date of the policy. We are not able to cover the claim for either one of them due to the policy.If you would like, since we are not able to cover the pool issue for you; we can provide you back the extra cost that it did cost you to have that coverage.As a good will gesture we would be happy to assist you with the refund of the pool coverage. If you would like this, please contact us and we will provide it for you.Thank you,CHW

Review: At the beginning of July, our Air Conditioner stopped working. We contacted Choice Home Warranty and made a claim. The sent out one of their contractor's, [redacted]'s Heating and Air, to check out the system. He pointed out to us how clean the coil was and said that the only problem with the unit was that the compressor was frozen. Living in [redacted] in 100 degree heat at times and the fact that the air conditioner came with the new home in 2006, we were not surprised. Frank called Choice and told them about the frozen compressor. He also sent pictures. Choice's staff concluded that the unit had not been properly maintained which is NOT true and NOT what the contractor told them. Choice denied the claim.Desired Settlement: This is a fair claim and I believe we should be reimbursed for the cost of a new A/C unit based on the warranty provided by Choice. The Air Conditioner plus installation cost $2,250. I thought I had already entered a Revdex.com claim but could not find. Perhaps I just entered a customer review. In any event, I have been waiting to hear from Choice and have now been informed that a copy of this claim must be forwarded to a specific person so I am entering the claim and will forward as required.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that began on 5/29/15, we do see that you placed a claim for your AC unit on 6/26/15; almost a month after the policy began. We did advise you that this claim was not a covered claim due to the air ducts being unbalanced, this would be a maintenance issue. You placed a second claim for the same unit on 7/8/15, stating that the unit was not coming on. The technician advised our inside technicians that the units rotors were locked and that the unit had an internal failure, they did suggest that this was due to a lack of proper maintenance. The third claim that you placed on 7/9/15, stated the same as the second claim.We do apologize, per our policy, all units must come into the contract in proper working order and all units must be properly maintained. This is stated in Section A. Coverage #1 and in Section F #12.Since your policy has been cancelled, CHW would not be able to assist you with any goodwill gestures towards your claims as they were not covered as per the policy. We do regret any frustration that this has caused, please note that CHW is in full compliance with our terms of our policy.Respectfully,CHW

Review: We have bought home warranty from Choice Home Warranty in June 2015.

We called recently first time to report an issue for Heating System. They sent the diffrent different technician/contractor to check the issue. Technicians are not knowledgible and points to different issue and take $45 call change and leaves without fixing the issue. Choice is not fixing the issue and not ready to give my full refund as they have not even resolved the first issue. First they said system is under warraty and we don't cover. When I said warranty was for five year and it's over. They close the case without our confirmation and they don't want to repair or replace the system or not refunding my full payment.Desired Settlement: I want them to repairt the system or full refund plus I $45 call charge I paid to technician who did not fix the issue.

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 do see that you were provided with a policy via email as well has hard copy in the mail showing what we do cover and what we do not. Per our policy, we do not cover tankless water heaters. The claim that you had submitted to us we were not able to cover due to this reason. Please see Section D. Coverage #6 of the policy.I also see that we did provide you with a one time free service call fee that was placed on your policy as a goodwill gesture to assist you with the service call fee that you had given the technician for this claim. If you would like to cancel your policy, please refer to Section L. Cancellations of the policy and see that we do charge a $50 administrative fee and then will provide you with a refund of the months that you have remaining. Since the policy has been in effect for longer than the 30 days after purchase, we are not able to provide you with a full refund.We do hope that you do reconsider and review the policy, we are always willing to assist with questions pertaining to the coverage.Thank you,CHW

Consumer

Response:

It is not tankless water heater. It's a dual purpose systm used for heating home. They didn't fix the electrical circuit breaker issue too.

Business

Response:

You had provided us with the serial number of the unit and we looked it up and did in fact come up as a tankless water heater. Per our policy that is an item that we do not cover. If you have a different number for the unit, please provide that to us and we can look further into that claim.In regards to an electrical claim, you had placed a claim for the electrical system that was not covered on 9/25/15 Claim #[redacted]. Since this was a non-covered claim we would not be providing coverage for an electrical issue unless the first issue was resolved and we receive a proof of repair. Please send the proof of repair to us at [email protected] and we will be happy to continue this current claim.Thank you.CHW