Choice Home Warranty

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Since you had stated that you would like to cancel your policy, CHW can cancel the policy for you and subtract the $250.00 check that you had already received from your cancellation amount or you can send the check back into our office and place it to my attention. I will then have the manager in cancellations process the refund from the date that the check of $250 was authorized 9/8/15.

Consumer

Response:

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

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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php. All of our information was sent to you upon your start date as well. You did receive a hard copy and an email with the policy’s terms and conditions.Upon review of your claim you placed online yourself through our portal, you wrote: Air Conditioning: Running Constantly --- Last Time Working: Around the end of May ; --- Last Time Repaired or Serviced: 05/27/2015; --- Make/Model/Serial: Trane [redacted]; --- Last Filter Change: 08/03/2015; --- More Notes: I first reported a problem with the cooling in late May and it has not improved. Now the unit is running all day and doesn\\\'t cut off until about 8:00 at night. I set it for 78 degrees and it stays around 80 during the day. \r\nYou sent Jack\\\'s Heating and A/C last time and all he did was check the Freon and said it looked good. Please send someone out that can help me. \r\n\r\thanksThe technician that came to your home stated that the valves on the compressor were worn; the unit was not pushing enough air to adequately cool the area. Since you had an issue with the unit in May, we asked the technician if any other maintenance was done on this unit, not any repairs but maintenance. He stated that there was no sign of maintenance. Also, it was stated that there was an internal failure on the compressor this is caused by a lack of maintenance. Per our policy, Section A. Coverage #3 states that your units have to come into the policy in proper working order. It states in Section F. Limitations of Liability #12 that CHW requires all units to be maintained as per the manufactures specifications. Neither of these has been completed. According to our policy and your statement, this is a known or unknown pre-existing issue as said in Section F. #1.If you would like to cancel the policy with CHW, please contact us and you will be advised the following section L. Cancellations. You will be provided back the months not used, you will pay an administrative fee of $50 and any claims paid will be taken out of the refund.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. Best regards,CHW

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I have no other choice in the matter other than to accept a partial refund. While I do disagree with their statement due to the misleading timeframe and now they seem to now claim this might have been a preexisting condition, I can only go by what I was sold and also told by the one tech that they hand picked to send to my home whom never went inside my home even when offered and said everything looked fine and then to also have a third party tech provide them with the problem over 2 months later which they state but not by their tech back in May.

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

Regards,

Review: 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

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

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

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: 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]

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

Review: Submitted a claim for a cracked heat exchanger on our heating system. Contract states heating systems are covered regardless of age. Was informed that the heat exchanger was not covered owing to age of the unit and cause being rust as identified by service contractor. I called service contractor and he stated he did not state that. In fact, a heat exchanger is sealed so there is no way to determine actually cause but likely old age. I called back again and spoke with the claims department and requested the supervisor to call contractor again while I was on the phone. They called contractor but not while I was on the phone. They called me back and said that again the contractor stated owing to rust. I recalled the contractor and again he informed me that he did not state this and it was difficult getting Choice Home Warranties to honor any large claim. I reviewed the information on our contract and found that it states "regardless of age" and specifically states that the heating systems are covered as long as they are maintained. The system is old but has had regular maintenance quarterly. I called back again and was informed that they would not cover the repair and if I did not like it to cancel the contract, which I did.Desired Settlement: I would like them to honor what they tell you when they are selling you the contract, and repair my furnace.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim for your heating system, it was found that the heat exchanger cracked due to rust. Per our policy, section F. Limitations of Liability #1 states that CHW does not cover failures due to rust. It was also explained to us that the policy had only been in effect for 6 weeks, this type of failure could not have happened within 6 weeks of having the policy. All units must enter the contract in proper working order.This is the only diagnosis that we received and it was confirmed with the technician at the time of your call on 1/13/16. We also advised you that you could provide us with a second opinion and we would be happy to review, you chose to cancel your policy with us. Due to you cancelling the policy, we are unable to provide any type of assistance. We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

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

Business

Response:

Dear Mr. [redacted]:

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

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

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

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

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

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

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Translate

Desired Settlement

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

Desired Settlement: Refund-Cash

Regards,

Business

Response:

Deaar [redacted] :

Please see our website at http://www.choicehomewarranty.com/user_agreement.php, and go to section L. CANCELLATION

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

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

1. Nonpayment of contract fees;

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

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

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

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

Thank you,

Quality Control Manager

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

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: I filed a claim to have my pool pump looked at because it was making a loud noise and the company they use said it was going to be 3 weeks before they could come take a look and two days later the pool pump caught fire causing 2200 dollars in damage and Choice Home Warranty said unfortunately they do not cover fire damage.

Then 2 months later my garage door wouldnt close so I tried to file another claim and again their coverage only covered the garage door opener not the springs, hinges, tracks or rollers so I had to pay over 300 to have it repaired.

So basically I paid Choice Home Warranty for monthly coverage that didnt cover anything.....I WILL NEVER USE THIS COMPANY AGAIN OR REFER THEM TO ANYONE!!Desired Settlement: I feel they are responsible because I was told they only have one pool company that they use for my area and that company wasnt able to make a service call for three weeks and then days later my pump caught fire

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.[redacted]Upon review of your claims, we do see that you placed a claim for your pool/spa on 9/10/15 and we do see that we had offered our reimbursement option to you. We do see an email from you on 12/26/15 that stated that “you still needed assistance you had not been able to find someone to can repair your pool pump”. We sent an email back to you advising you to contact us so we can place a second claim in for you. You had gone online and entered your own claim on 1/25/16 and stated that “previously filed a claim in regards to the pool pump not running properly but before the company you use could come take a look at it the pump caught fire and I now need someone to look at the damage to the pump and repair it.”We did advise you that per our policy, section F # 8 states “ We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.”We also see that you have chosen to cancel your policy with us, we regret your frustration however CHW is in full compliance of our terms and conditions of the policy.Regards,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