Choice Home Warranty

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

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . Upon review of your policy, I do see that you have placed a claim for your Air Conditioning System on 11/1/15; you stated that the unit was not cooling properly and the compressor was not running.CHW dispatched a technician to your home who provided us with pictures of the unit and stated that the compressor had stopped working and it trips the breaker right away. The pictures that were provided to us show that the unit was in poor shape and had debris inside the unit. The debris along with the statement that was provided to us upon entering the claim – the last time the unit was serviced 2013 and filter change of 6 months, shows that the unit was not properly maintained.Per our policy Section F. Limitations of Liability #12 states that CHW will not cover a unit that has a failure resulting from a lack of proper routine maintenance.We do see that you have chosen to cancel your policy with us rather than providing a second opinion as we had agreed to allow you to provide. Due to the policy being cancelled, CHW cannot assist with the claim and offer any goodwill gestures for a non-covered claim.CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

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: 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

The repair man came the next day, knew exactly what to do to fix the dishwasher and was very nice.

Sounds like the company is willing to fix a few minor things if you purchase brand new appliances the day before you purchase a warranty and can show proof of purchase with a receipt and pictures showing it was brand new. Don't bother sending them your home inspection, they don't want it, they stick to "our people says it probably didn't enter into the contract in 100% working condition, I'm sure a spring was probably squeaking, denied".
So glad I purchased a few years of this scam in advance, I couldn't waste money this fast if I caught it on fire.

When assigned a technician for my air conditioner I was notified not only did he not complete the job but his contract with CHW was terminated. When I called CHW to resolve my issue they assigned their terminated technician. I found out through the technician, not the company terminated their association with him. I then called CHW again looking to resolve my ongoing issue only to later be told that due to maintenance issues they would not honor my complaint. Only when challenged and threating to cancel my contract and alert Revdex.com and the Dept. of Consumer affairs did they honor my contract!

This company is horrible. They don't repair anything. We filed two claims, one for plumbing and one for heating system. They declined on both, stating our system not properly maintained. We cancelled our policy with them.

STAY AWAY FROM THIS COMPANY!!! Their contractors are highly unprofessional and inept in their field of "expertise". And the Choice Home Warranty reps have terrible customer service. I recently had an upstairs toilet that was leaking, so they sent out a plumber to resolve the issue. After the plumber left, telling me he fixed the problem, the situation got much worse and started flooding my downstairs bathroom. So I call the warranty company back to request they send the technician back out...they put in that request, but then call me back saying he will not come back b/c he gave told them an updated report that the problem was an unrelated with my tile that the warranty does not cover. This was completely different from the problem he told me was causing the leak. So at this point I have paid a plumber to make my problem worse, and the warranty company wont do anything about it. they tell me to hire my own plumber, get it fixed and pay for it, and then submit it back to them and if the problem was something they cover then they would reimburse me. So I did this...turns out it was a simple fix that was covered, and the issue was worse because the original plumber did a faulty repair (all of this was in the report I submitted back to Choice Home Warranty). I then get a call saying they will still not pay for it because I did not have the 2nd opinion approved before having the issue fixed. So I followed their reps directions to handle the problem myself, only for them to then use the excuse they don't cover it b/c I didn't have it approved through them. I would have been fine to have them pre-approve it had they told me that up front...but seems they tell you do something knowing it will then give them the excuse to deny the claim for not following their protocol. I even spoke with management and asked them to listen to the phone call where their rep told me what to do, only to get the answer that it would take to long to find that recorded call. This company will do anything to get out of paying a claim!. Total scam, avoid at all cost.

Review: When I cancelled their contract, they told me that I had "zero money that was qualified to be refundable." I cancelled the contract on 8/21/13, and the contract was in effect until 6/20/14.Desired Settlement: I believe that this business has a responsibility to refund my payment made to them.

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 request we have processed a refund in the amount of $193.36. This is a pro-rated refund based on the fact that you paid $365.00 and

used the service for 4 months. This refund will be posted back to the credit card we currently have on file. Please keep in mind the amount you paid was

for a 1-year contract beginning on 4/22/2013, with two (2) free months; therefore you are being refunded from 8/22/2013 through 4/21/2013, which is the

natural expiration date.

As a reminder, Section L.4 of the Terms of the Service Agreement states the following:

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:

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.

The details of your situation are not representative of the normal Choice Home Warranty customer experience. Please accept our apology for any trouble or inconvenience this

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

Sincerely,

Choice Home Warranty

Consumer

Response:

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

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

Review: Extreme heat condition has affected my health condition.Desired Settlement: Repair of air conditioner unit in a timely manner. We have been without AC for 3 days and the temperatures are in the mid to high 90s with high humidity levels, which has affected my breathing conditions.

Business

Response:

Dear [redacted]:We have contacted the Service Provider and reassured that the unit has been fixed properly. If you have any other problems with the unit, please feel free to call CHW and we will have the provider come back to your home.Thank you,CHW

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Choice Warranty addressed the issue(s) expressed in my complaint and was resolved to my satisfaction. Please remove my complaint.

Regards,

Review: My heater started having issues so we called on 12-15-14 to have it serviced but Choice Home warranty couldn't find a local company to service us, we called back Thursday & made a claim #[redacted] and spoke with several "supervisors" on Thursday and Friday & were told they were working on finding a service provider "hang tight" I live in Connecticut and its very cold out as our heater has completely given out.We sent multiple emails to there emergency contact with no response, we've never had an issue with our monthly payments with this company. This isn't right, is there anything we can do? They were telling us to hire someone ourselves & they would reimburse us but I have a hard time believing they would pay us back in a timely fashion and it is Christmas, we have 2 children. [redacted]Desired Settlement: For Choice Home warranty to provide a contractor to fix my heater ASAP!

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. We apologize for any inconvenience you have experienced with this claim. Our records show that this claim has been covered. CHW authorized $268.18 for repairs for your heating system.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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Air Conditioning Unit not working. Reported to Choice Warranty whom we have coverage with, over one week ago. They contacted an [redacted] AC company they work with who did not show up as scheduled three days later. They authorized us to contact our own AC company, we did and they indicated the outside unit (condensor) needed to be replaced beause it was too old, and wear and tear. He directly called Choice and told them and cost is approximately $2500. Choice offered us $400 to take care of the problem. We did not accept. The company then send their own contracted technician, this was Friday afternoon. By then we had no AC all week (this is [redacted], thus it was very hot). Their own AC tech talked to Choice on the phone and agreed with the previous diagnosis. Choice still offered us $400 which we did not accept because the contract and their ad indicate they cover wear and tear. Today, over eight days later and still with no AC, we contacted Choice again and now they say they are waiting for a diagnosis fron their tech (which he provided by phone). Three months ago, we had to replace the inside AC unit from our own pocket because Choice said it was not covered under their policy... this was at a cost of $1300. This time we paid $75 for the first tech and $45 for the second, neither amount which has been offered to be reimbursed. Now they don't want to honor the contract although it is covered. At this point, we have spoken to 10 different people at Choice and still have no decision from them. We are very dissatisfied with their service and need help. We are a retired couple who spend most of our time at home and it has been unbearable because of the heat. I am concerned for our health and state of mind. Please assist us at your earliest convenience.

Thank you.Desired Settlement: Choice Warranty needs to promptly authorize the replacement our outside AC unit so that it works properly in the Florida heat. As an option, we can contact the AC technician, have him change the unit to our satisfaction and Choice commits to reimbursing us for the cost of the new unit, and the $75 and $45 previoulsy spent. We need this done ASAP because of the health issues thay may be caused by the heat inside the house.

Business

Response:

[redacted]We are very happy that we were able to resolve this complaint with you. Kindly, please close out this complaint as we have resolved the issue.Thank you,CHW

Consumer

Response:

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

Regards,

Review: Purchased choice home warranty to cover ac appliances and other. Choice once again chooses to deny claim for ac repair

On June 17 choice sent ac tech who came and looked at exterior ac unit. Tech stated he is not happy with choice but they should repair or replace our unit. Tech called from our residence and put in claim

For repair or replacement due to several evaporator leaks This is our upstairs unit so it is extremely hot upstairs day and night. We have our grandkids here. Our grandso. Suffers from sleep apnea and seizuresDesired Settlement: Choice sent out tech to check our ac unit. Tech looked at exterior unit and thermostat. Tech stated he didn't like Choice but they should repair replace our unit. Texh noticed previous service on unit recently and maintained unit 2x a year 1x this year in February. Tech called from our residence and reported claim for repair service.

It is extremely hot upstairs day and night Our grandsons are here Our grandson suffers from sleep apnea and seizures

Our chihuahua suffers from se

Business

Response:

We would like to look into this issue for you but you didn't provide any information that we can locate your policy. The address that you have provided doesn't match anything in our system. Could you please provide the policy number or the claim number for us to review the claim.Thank you,CHW

Consumer

Response:

WE have Choice HOme Warranty for over 7 properties since 2013. WE have referred over half a dozen new customers who joined. We regret in saying Choice has not covered our homes to date . Choice uses substandard AC repair persons who know nothing about Ac . WE were denied by Choice after the tech stated leaks auto denial . Yet when we replaced the AC and two companies tested our old unit, it did not have leaks, This was brought up with Choice and they did nothing. The tech has no certification on file with choice as Choice hires techs without even asking for Certification .

Review: I am a current customer of Choice Home Warranty (CHW) contract# [redacted]. I recently filed claim[redacted] to have my dishwasher repaired. Choice Home Warranty dispatched a local company to repair. I paid my contractual $45 co-payment to either have the dishwasher repaired or replaced as advertised by Choice Home Warranty.

The repairman identified the issue with my dishwasher and asked me to call Choice Warranty for next steps. When I called I was informed that they are not going to repair the dishwasher but will pay me $180 for a new dishwasher. I refused this payment as the fair market price for my built-in dishwasher is about $800. Choice Warranty agent further informed me that they don't match brand and this is their cost of a new dishwasher. I agreed to downgrade and I asked them to buy me that cheap dishwasher as a replacement but was informed that they only send the $180 check. I asked for a link or a proof where it provides the cost of a new dishwasher but no proof was provided. I tried to locate any dishwasher with this price but couldn't find any dishwasher less than 3 times the amount offered which doesn't even cover shipping and installation. I asked to talk to a supervisor and was informed that they will give me a call but after two weeks I still never received a call regarding this matter.Desired Settlement: I'd like my dishwasher to be repaired or replaced as per the contract and as advertised.

Otherwise for buyout option, the payout must be proven average market price for a built in under the counter dishwasher. To determine fair pricing I'd like some mediation or arbitration in compliance with the contract.

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] Upon review of your dishwasher claim, we did offer you per our policy section L. Limitations of Liability #16 that states “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.”CHW did offer you $180 towards the cost of the unit to be replaced, we can however provide you with the repair if you chose to have it repaired and providing all the parts are available but since this is against the technician’s recommendations, we would no longer provide coverage for that unit. If you would like for us to do this for you; please contact us. I placed notations in the claim if you should chose this option and we will contact the tech to see if it is possible.We regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy. Best regards,CHW

Consumer

Response:

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

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

Regards,

Review: I have an warranty for my home of which I originally had American Home Shield This company called me for months to switch now that I did switch I beleive I have been scammed I had a service call for my airconditioning that I was to pay 45.00 for upon the technician arrive he then claimed that I had to pay an additional 125.00 to detect the problem. he then said that my coils to my a/c were rusted and the company won't pay but he will fix it for 2000.00. Choice home warranty never called me to resolve the service call I had to call them 2 days in a row then they claimed they won't cover it at that time I asked for a denial in writting and they refused to give me anything at all.I had another company come out ARS and the also looked at my coils and said it is copper and copper don't rust and it has a leak but it is not due to rust and his opinion is they should cover it also or he can do it for 2500.00. now I have been without airconditioning since June 26,2013 in 100degree temperture and 100 percent humidity and now I may have to take out a loan for the service I contracted with Choice Home warranty for.Desired Settlement: for them to uphold the service and repair or replace the coil to the aircondition unit

Business

Response:

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

experience and we sincerely regret your frustration and discomfort.

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

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

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

we rate our contractors.

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

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

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

Your air conditioning claim was denied because our vendor stated the system was missing Freon because the coils were rusted.

Rust is what caused the failure, unfortunately per your contract agreement, any failures that result from rust are not covered.

We are sorry we could not assist you.

Review: I contracted with full home warranty coverage Ocotber 2013. I pay $43.00 month and $45.00 per service call for this warranty. This year I began having repeated calls for the A/C not cooling. Starting this summer, there have been 3 or more claims for the same issue. Choice would send out technicians that would only refill the freon and not diagnosis the problem. They said I had to pay an independent technician to do the diagnostic and then they would perform the repair. I had a technician evaluate the needed repair, (cost $108.00) and submitted the information to Choice. He said it is clear what the problem was upon visual inspection and that it should have been repaired on the first or second recharge claim. I never heard back from Choice regarding the evaluation other than they said it was not broken at this time.

Yesterday, I called in the 4th claim this summer for the system not cooling and they have denied the claim as a pre existing condition. They refused to repair the A/C unit and have cancelled by policy because I asked to speak with a manager above "[redacted]".

The contract says it does not cover pre existing conditions, and at the time of the call to obtain this warranty, I had been covered by [redacted] Home Warrantee for 10 years at this address. I specifically asked Choice at the time of acceptance, if any of my appliances were excluded due to age, make or if there would be an inspection, so that I was SURE everything would be covered. They replied: No, everthing that is currently in the house and working at this time is covered. I want the unit to be repaired as it should have been earlier this year instead of repeated freon recharges that did not repair the problem.Desired Settlement: Repair/replace the unit as promised by warrantee agreement entered into October 2013.

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:

3/14/2013, Claim # [redacted], Washer, $185.52

4/11/2013, Claim # [redacted], Air Conditioning, $134.00

5/28/2013, Claim # [redacted], Air Conditioning, $134.00

We regret your frustration with the outcome in regard to claim # [redacted] for the non-functioning air conditioning unit. However, upon review this is a

non-covered item as described in Section F. 1. of the Terms of Agreement:

1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances,

(ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.

This information was communicated to you on 8/27/2013. Review of your letter dated 8/19/2013 indicated that you had repairs on the unit over a two (2) year

period and each time a freon recharge was completed. This indicates the unit had an ongoing problem, which pre-dated the effective date of your policy. We also

requested that proof of repair for this issue be submitted to Choice Home Warranty so that we could provide future coverage.

The details of your situation are not representative of the normal Choice Home Warranty customer experience. Please accept our apology for any trouble or inconvenience

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

Sincerely,

Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The A/C was repaired and maintained over the past ten years by another home warranty that I dropped ONLY because they continued to increase their pricing and it became unaffordable. Proof of this continuous warranty coverage can be provided upon request.

You statement of pre existing wear on a 25 year old system should have been addressed on the first service call when Freon was leaking. And to correct your service records: there were three service calls on the A/C since the start of this season 2013 (one call we credited back when the tech was RUDE) at which time NOTHING WAS DIAGNOSED OR REPAIRED, but in each case the system was charged with Freon (3X), Choice charged me the service call and left without repairing the problem. I was told that an independent evaluation was needed for them to repair the ongoing problem. $108.00 was paid for that required service and submitted to Choice. (Aug2013)

When I signed on for this warrantee, the sales rep said that the only time the pre existing issue came into play was for appliances that were never working when the warranty is purchased. I shared the specific details of my situation and was assured that none of my appliances or HVAC fell into that category.

I believe this is nothing more than a scam to collect funds until it is time to pay out in accordance with your contract.

Regards,

Business

Response:

Dear [redacted],

We certainly understand your disappointment with respect to the claim decision; however, after a review of the claim the final disposition

stands. While your previous company may have worked on the air conditioning unit, no repair to the leak was completed, as evidenced by

the numerous times refrigerant was added to the unit prior to your Choice Home Warranty coverage. This is considered a pre-existing condition.

Please keep in mind that all claims decisions are based on the guidelines, which are expressly written in the Service Agreement.

Sincerely,

Choice Home Warranty

Review: I've been paying Choice Home Warranty every month to have my appliances, Water Heater, Central Air, Etc. the front of the contract states how all is covered, but their contract is misleading to Consumers, My central air wasn't working and they sent a Contractor over, I had to pay $45.00, I was told the Unit need a Compressor replaced, I called Choice Home Warranty and they said it was not covered.Desired Settlement: I should of checked the Company out online before I kept paying them for months for more than a Year, they are a Rip-Off Company, even the Contractor warned me about them, I saw many complaints about them online after the fact, I want all my money Back that I paid them.

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 regret your frustration with the outcome in regard to claim #[redacted] for your water heater. Per our service providers diagnoses the unit was shorted to the ground. Also, he stated that their was a lack of maintenance done to the unit. Per our user agreement, please see section D. COVERAGE, Number 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 CHW is 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. CHW is not responsible for the costs associated with matching dimensions, brand or color made. CHW will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment. We see that you have chosen to cancel your policy with CHW on 4/18/2014. We are very sorry for the frustration with your claim and very sorry that you chose to cancel your policy with us.Best regards,CHW

Review: I have had choice home warranty for five years now my first air condition problem they did everything that they could to try to find some not to cover the unit I have my units cleaned two times year by a professional conditioning company there's nothing that they could see or find that I don't take care of the units for them to deny and when I did call one of their representatives told me I should learn how to read the fine print I called supervises and manager for hours they wouldn't return my call I kept calling calling and when I did get someone they said were not going to cover that I said why I have receipts five years maintaining that unit they wanted no part to hear anything they are a scam They take your money until you have a problemDesired Settlement: I want the money back that I had to pay another company to fix my air conditioner

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 are very sorry about the frustration upon your claim, unfortunately you have canceled your policy with CHW, therefore not allowing us to proceed with any further assistance to your claim. We do apologize for any and all inconvenience that this has caused.Regards,CHW

Consumer

Response:

I am rejecting this response because:

I canceled service because your company did not want to resolve the issue even your technician who represents your company told me that you never approve big issue so why would I continue to pay for false service I. Had others company's come out and in writing I have that what was wrong with the part in my A/C is Normal wear I even have a contract with another company who cleans both units twice a year told me the same thing so you can try to justify by saying I canceled only after your company has scammed me for years you can only resolve this by refunding what I had to pay and don't write to me more bogus crap I will not let your company get away with false saying.

Business

Response:

We apologize that you feel this way and very sorry that you chose to leave CHW.Best regards,CHW

Review: I recently signed up for Home Warranty coverage. I found Choice Home Warranty and the plan they had available seemed appropriate for my needs. I was hounded by several very pushy sales people who were all trying to undercut each other. I was charged $2850 for a 6 year warranty plan. After I completed the enrollment paperwork, I continued to get pushy sales calls. I was informed I could get a much cheaper rate if I paid on a debit card. When I called in to inquire after receiving confirmation that my policy was in effect, I was told that the rate when you pay from an escrow account is far higher than if you pay in another manner. I asked to cancel my coverage as it makes far more sense for me to cancel, and then re-apply for coverage to get the discounted rate they are offering to everyone else. I was transferred 4 or 5 times to various "sales managers" who all attempted a retention type call. After I refused, I was informed I was not permitted to cancel the coverage, even though I was the policy owner. They informed me the Title Company had to call to cancel as they sent the payment. I called my Title Company, [redacted] Title. When I spoke with the Title Officer, she informed me that they had nothing to do with the ownership of the home warranty and said that they had never been asked to cancel a policy on a homeowner's behalf in her 20 years in the industry. She advised me to contact the Revdex.com or a lawyer if I continued to get harassed by them. My next step was to contact the Revdex.com. On the Revdex.com website, Choice Home Warranty had a message asking to call [redacted] ([redacted]@choicehomewarranty.com or ###-###-####) prior to filing a complaint. I left three messages with no response. Then I emailed her and received an immediate response. She informed me to call customer service and again mentioned I was not permitted to cancel the coverage. I submitted my cancellation, via fax with a confirmation, in writing per the terms of their agreement.Desired Settlement: I want my refund of premiums paid, less the $50 administration fee that they have listed in section L of their "Terms of Service Agreement" sent to the property address listed on my warranty policy as soon as possible and to never be contacted by this company again.

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, it shows that it was purchased through an Escrow. Unfortunately, you were not the person that purchased this policy, therefore you are not the person that can receive the refund. If you choose not to use our services, you certainly do not have to. I do apologize that we are not able to refund any amount of money to you, again because you were not the person who purchased this policy.

I am very sorry for your frustration with this policy.

Best regards,

Consumer

Response:

I am rejecting this response because:

It does not appear that choice home warranty understands what an escrow account is. And escrow account is simply used to hold and distribute MY money to the appropriate party. That may be taxes, warranty, or insurance. If you want we to show you that I am the owner of my escrow account, I would be happy to do that.

Business

Response:

We apologize for the frustration this situation has caused you. Please provide CHW with the documentation for further review.

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 already working with the Attorney General in ** and the ** DOI. They have been in contact with your owner. According to the DOI investigator I am working with, he is settling dozens of complaints against your company.

I submitted everything I needed to cancel my coverage already.

Please send me proof of my cancellation.

Review: I purchased extended warranty from Choice Home Warranty in the month of Aug 2014 and on 11th Oct 2014 my refrigerator freezer section stopped working but fridge part was working perfectly okay, I filled complaint for the fix on 13th Oct. Choice arranged the technician to fix the fridge through some 3rd party vendor. The Technician showed up on 16th Oct evening to fix the freezer issue, he made couple of fixes and told me that there are few things which are not covered but he already made the fix without the approval from Choice Home Warranty and it is not possible to pull put the parts which he already installed. He didn't charged me for the extra parts only charged me the deductible of $45. On following day Friday morning itself the fridge completely dies even the working refrigerator part also stopped working. When I reached out to Choice per them they will not cover the claim as the parts technician installed were never not covered, I need to reach out to the 3rd party vendor, and when I called 3rd party they routed back me to the Choice. Eventually after spending 2 hours with Choice, they declined any fix or any further action on the claim.Desired Settlement: If Choice wont be able to get the freezer fixed (which they are supposed to as per the extended warranty) get my fridge in a same condition as it was on 16th Oct before the technician visit (fridge part only working perfectly). If they cant get this done, arrange a replacement refrigerator of the equivalent brand and quality.

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 refrigerator. Upon diagnosis, the service provider stated that your unit had a line restriction and leaking Freon. Unfortunately, line restrictions and Freon leaks are not covered under the policy. The technician notated that you refused tohaved repairs done. CHW will need proof that the unit has been repaired and is back to working order before we can continue coverage on the unit. If you believe that the technician assigned has damaged your unit, please contact the service provider directly. Per CHW policy, CHW is not responsible for damages caused by technicians’ negligence. Please see section: 3. KITCHEN REFRIGERATORNOTE: Must be located in the kitchen.EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.F. LIMITATIONS OF LIBITY19. 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. You agree that, in no event, will Our liability exceed $1500 per contract item for access, diagnosis and repair or 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: The refrigerator was working okay before the technician showed up and made some fixes. And, I already reached out to the technician in the past and per them I am not supposed to call them, Choice will call them only then they will be able to help. Choice only hired the technician. And, after finishing the job technician told me that he replaced / made all the required fixes, even though Choice didn't authorized him to do that work. At the end of this, if Choice hired and sent technician to fix something at my home and that technician break anything by mistake, then I Choice is liable for that problem or breakage, because Choice only made the decision to send that technician to my home.

Business

Response:

We first would like to apologize for the frustration you have encountered with this claim. The information that was provided by the service provider stated that your unit had a line restriction and leaking Freon. This kind of failure is excluded from CHW policy coverage. However, if you believe that the assigned service provider damaged your unit in anyway, they are held responsible. You will need to contact the technician directly. Per CHW policy, we care not responsible for damages caused a technician. F. LIMITATIONS OF LIBITY19. 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. You agree that, in no event, will Our liability exceed $1500 per contract item for access, diagnosis and repair or 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