Choice Home Warranty

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

Business

Response:

Per our conversation you have agreed to the refund that CHW has offered you. The refund was for all 12 policies that you had with the cancellation fee that is required per our policy. We have already placed the credit to your policy in the amount of $9156.00 that you should see if 3-5 days depending on the bank or credit card that you used. For your records, our policy states exactly what we said and did:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. Thank you for resolving this matter with us.Respectfully,CHW Consumer Advocate

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

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

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

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

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

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

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

Total desired Refund: $2,799.12

Business

Response:

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

Consumer

Response:

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

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

Regards,

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

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

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.

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.

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

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: I purchased a home warranty over the phone and I reported a issue and was refused warranty. The reason was warranty started 30 days after purchase. I was not made aware that there was a delay in warranty, I only received a copy of the warranty 6 days after the effective start date. I was never told there was a cap on this part of warranty. I canceled the warranty and was told the return amount would be less than the purchase price. I feel the total amount should be returned do to this practice of not fully disclosing these issues.

Business

Response:

Dear [redacted]:Our mission at

Choice Home Warranty is to provide property owners with peace of mind by

offering a high quality, easy and affordable way to protect their most valuable

asset. We are committed to providing a positive customer experience and

we take all feedback very seriously. Choice Home Warranty provides home

warranty service coverage on the systems and appliances listed as ‘INCLUDED’

under the terms of the User Agreement sent to you at purchase. It may

also be found on our web site at [redacted].

Upon review of your claim that you

placed, we see that it was placed 2 days after your policy had started. You purchased your policy on 10/22/15 and it

began sooner for you since you had prior coverage as stated in the policy. We

do see that on 10/22/15 a copy of your new policy was emailed to you at [redacted] and we also did advise that you

can go online to view the policy as it is there for anyone to view.Per Section L. Cancellations you are

provided with a pro-rated refund of the use of the policy, an administrative

fee and paid claims. The total refund

for your policy was accurate.Your claim was not a covered claim

as per Section A. Coverage #3 states that all units must come into the policy

in proper working order. We also regret the frustration that

you have had however CHW is in full compliance with our terms and conditions of

our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Again: I was not told about the $500.00 cap on pool and the 30 day delay for the full warranty to go into effect.In the future you should train your sales personal to disclose all of the warranty delays and repair caps to prevent this from happening to other perspectivecustomers.

Regards,

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 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 bought a home warranty with this company in May 2015, the contract states that they will cover all major appliances if it can be repaired or replace it if it's unrepairable. I have a tenant in the property in which the contract is covered. She is a elderly women with health issues. In the middle of June, the A/C Unit went out and a placed a claim for a technician to come out. The technician that was sent out reported that the unit needed Freon and placed 3 pounds of it into the unit and left. My tenant advised that the unit was still not blowing out cold air. I then called the Choice Home Warranty again and they refused to send out a new technician after calling about needing another because the unit was still not working. They advised that they had no technicians and never updated me whatsoever after several representatives promised to give me call backs to resolve the issues. As my home has no air, there is a heat wave in the area and my tenant is complaining that it's extremely hot. I had to go and buy a portable unit to place in her room to give her some relief. I called Choice Home Warranty almost everyday to see if they were able to find any technicians to send out to my home. They still had no information to give me and never updated me any further. I ended up calling [redacted] to come and give me a diagnosis and writing a invoice for it. I sent that to Choice Home Warranty so they could authorize a repair or replacement of the unit and when I contacted them again to see what the status was, they refused to repair or fix the unit. They gave a excuse that the unit had existing problems and they refused to fix it. When I stated to hem that I was very unhappy with their customer service, their technicians and their representatives and that I wanted to cancel my service with them, the representative (John) was very rude, was yelling at me and cutting my sentences off. He stated that if I canceled my services, they are going to send my account to a credit bureau.Desired Settlement: I would like them to cancel my account or replace the unit that was under contract and I want no further dealings with 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 claim with CHW for the Air Conditioing unit, we do show that CHW had dispatched a technician to your tenants home and as a courtesy he added Freon to the unit but he was never paid the Service Call fee that was due upon the visit. The claim at that point was a non-covered claim due to the fact that the unit did not come into the policy in good working condition. After we had spoken to you, you did pay the technician the service call fee and then you requested a different technician. We did advise you that per the first technician, this was not a covered claim. Once we received the report from your technician we again advised you that since the policy had started on 5/12/15 and the claim was placed on 6/1/15, the unit could not have had the issues that it had within that time frame. It was missing 3 pounds of Freon and it had multiple leaks coming from the systems coil. Per our policy, Section A. Coverage #3 all units must come into the policy in proper working order, as this one did not.On 7/23/15, you had requested to cancel your policy and as we advised you, CHW had paid $359.20 towards your claims that you had placed. We would not be able to refund your policy in full as you were a monthly customer and we have paid out more than was paid in. We did wave the cancellation fee and allowed you to cancel the policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because: It's unclear whether the policy is cancelled and no further dealings with this company will exist in the future. I do Not owe the company any money they paid out for the repairs that were under warranty at the time the repaired them nor do I want to continue being a customer of theirs. My A/C was in perfectly working condition until I made the call that it wasn't blowing cold air. The company is suggesting that the unit was already broken when I revived the policy which is untrue. The unit is old and could break at any time which was one of the reasons why I chose to get a home warranty in the first place. For them to deny the claim as a existing issue is false. That unit should have been covered as written under the contract. I was told while on the phone with "John" the representative that I would be billed for the money paid out if I was to cancel my contract. That money will not be repaid to them by me and I do not wish to do business with them whatsoever. I will dispute this with the credit bureau if they attempt to collect. I need it to be made clear that my account is cancelled with out further obligation and no money is expected to be repaid. Thanks in advance.

Regards,

Tiffany Key

Business

Response:

Your policy has been cancelled, per your request.CHW does expect all units to enter the policy in proper working order as stated in our policy. If a unit fails within shortly after the policy begins, it did not come into the policy in working order and the failures are pre-existing to our policy.CHW

Review: My stove was covered under my home warranty policy. It stopped working. Short version of a long story after months of going back and forth choice decided they did not want to repair it they wanted to replace it. I had a stainless steel 5 burner stove. They told me the replacement value was $300.00... Where at what store is that possible? I complained so they increased it to $350.00 and assured me that was fair. I'm not a brain surgeon but I know when I'm getting stiffed. That is barely half of replacement value. On 6/23/2015 I was exhausted and agreed to their buyout for the stove and was told a check would be mailed in 1-30 days. Ok so I'm looking daily for the check cause I have no stove.... I can't cook. Haven't been able to for months and just want to buy a new one. So I call in today 7/22 and was told several things. First Ray the supervisor informs me that per my policy of which I of course don't have in front of me that the check goes out in 30 busines days and that my check would be cut at the end of July. I asked since the checks are cut at the end of the month and that the buyout was approved by both parties on the 23rd of June why wasn't my check cut at the end of last month. He once again refers to the policy in my contract I explain that I feel it's unreasonable expecting a person to wait two months to be able to cook a meal. When I get off the phone I immediately go online to review the replacement policy on their website. There is no mention of a time frame or policy on how long to mail a check. Of course I call back and inform them I did review the policies and there is no mention of a 30 business hold on checks and that I felt very manipulated. $350 is not market vale to replace my stove and holding the check hostage is further insult.Desired Settlement: Fair replacement cost. That is what is advertised and that is what I expected.

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, I do see that CHW has assisted you with $754.97 in authorized claims. CHW is a Net 30 company, our checks are computer generated and dispensed 30 business days after the authorization of the claim. Your authorization date was 6/23/15 and your check was mailed out on 7/24/15.The amount that was offered to you is based upon a national whole sale average. Also, we do not match color, make or model as it does state in our policy. We have paid to you as you stated what you had agreed upon, you should have a check from CHW and we are unable to provide anymore funds towards that unit.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. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

The response is loaded with manipulative language used to deceive consumers. Clearly when purchasing your policy it says you will REPLACE if you can not repair the item. It doesnt say replace with lesser or quality item or offer a wholesale value wich I have no way of getting as a consumer. The language is predatory and deceitful. So you have paid over $700 in repairs.... well guess what you were suppose to. Its the reason I bought the warranty and why I pay the premium every month. I want a fair price for the stove replacement as you advertised!

Business

Response:

As stated in our previous response, you are able to view our policy online at www.choicehomewarranty.com/useragreement, you can also go online to your own coverage by placing the policy number as well as the email address to view. You were provided 30 days before the coverage began to review your policy and to have all units in proper working order.We do have a check that has been authorized for you and it will be mailed to you as stated. We do apologize that you are unhappy with the amount that was agreed upon, CHW is in full compliance with our policy.Regards,CHW

Review: Choice Home Warranty is not really a home warranty company. I was lied to from the original sales person to the final customer service person Sam at extension [redacted]

The original sales person, Marc at extension [redacted] clearly told me that the policy could be canceled for a full refund within 30 days, not mentioning that there is a $50.00 admin fee.

Fortunately I had a claim prior to that 30 day period. Our home in KS is leased and the air conditioning unit stopped working during a heat advisory on Friday afternoon July 17 at which time I immediately called the "home warranty company" who assigned me to one of their service technicians. I had to call and schedule with them and they informed me they would not be able to come for a week. I again called Choice Home Warranty saying that this was not acceptable due to the heat so they gave me another service technician which said he could come Monday. That was still not good but I accepted the appointment for Monday. I called Monday morning to see what time he would come at which time he informed me maybe 1:00 P.M. if it did not start raining again. When I told him I needed a for sure time he hung up on me. I called Choice Home Warranty again and spoke with Joi ([redacted]) who told me to call whoever I preferred and then could file the claim afterward. I was a little leery so questioned her extensively and she assured me I would be refunded the total amount less the 45.00 service call fee, no mentions was made of the technician calling for an authorization. (supposedly they record the calls which I hope is the case) Amazingly I was able to get a technician to the home within an hour! The problem was fixed, I paid the $392.00. Imagine this, when I filled the claim they denied it!! Surprise, surprise. I have canceled the policy and am suppose to receive a full refund less the 50.00 admin fee, however have not received a confirmation of that and of course am out the 392.00. Please help!Desired Settlement: A full refund of the policy in the amount of 1125.00 as well as some sort of payment toward the 392.00 claim. Of course this does not address the hours of time that I have spent on this in the last week nor the fact that my tenants at in Overland Park, KS were subjected to dangerous heat parts of four days. They had to go to a hotel Sunday night due to the heat. This is despicable! How are companies like this allowed to stay in business. I should get a lawyer and sue them however who has the time to waste on that, which of course they count on. Thanks for your attention.

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 was purchased on 6/26/15, you showed CHW a proof of coverage to start the policy early, Your coverage started on 6/29/15. In order for you to have the full money back for your coverage, you would have to wait the full 30 days prior to the coverage start date. Since you chose to have the coverage start before the 30 days, you are not entitled to a full refund because you did not wait the 30 days for the policy to begin. Your policy has been given a credit to the credit card on file in the amount of $1075.00 this credit was given to you on 7/24/15. We do apologize that you were not happy with service. CHW is in full compliance with our policy that states in section L. Cancellations 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 do appreciate your feedback as this does help us with our customer service and service providers.

Review: In July2015 I was solisitated, 0ver the phone for a home warranty, which I purchased in the amount of $400. At that time I asked about my existing home having been built in 2001 and was told the age did not matter. according to the contract I received coverage begins 30 days after enrollment. on several chilly evenings I used the central heating system, but on Sunday 10/18/15 the blower worked, but no heat was coming out. I then called Choice Home Warranty and they scheduled a technician . He arrived on 10/20/15 and checked the system. he called in for authorization to repair the problem. He was told the claim ([redacted]) was denied because I had a new policy. I then called Choice and spoke to Stephanie # [redacted]. I was told the policy had not been in effect long enough and this was a prior condition. as I had used the heating system several cool evenings this year I could not understand this attitude, I was extremely upset and told them to either repair the unit or refund my$400 and I would get it repaired myself. Stephanie said if I cancelled the program the could refund $100 of my $400. Now I am stuck with a $45 service call and no heat. I am 73 yrs old and trying to get by as best as I can with social security as my only income. I will have major problems this winter keeping warm because of their con game. Please see that older people do not fall for this as I did

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 heating claim, it states in the initial claim that the last time you had the unit serviced was “a couple of years ago.” The technician confirmed this to be true due to his diagnosis of the unit. He stated it had a bad control board, the control is not sending power to the gas valves or anywhere else within the unit. He stated the inducer motor is not coming on and the cap motor is bad.This claim is not a covered claim due to the fact that you had not had previous maintenance on the unit and this is the first time you had turned the unit on this season. You had not checked to see if the unit was in proper working order the start date of the policy. CHW requires all units to be in proper working order on the start date of the policy as well have the unit properly routinely maintained. Please see our policy Section A. Coverage #3 as well as Section F. Limitations of Liability #123. 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.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.Per our cancellation section L. in our policy, if you would like to cancel the policy, you would be given a pro-rated refund of the policy and charged an administrative fee for cancelling of $50. Please see below: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 do regret your frustration with these claims however CHW is in full compliance with the terms and conditions of our policy. Respectfully,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:$100 is a totally unacceptable amount. the policy was in effect less than 90 days, before they rejected my claim. In other words they did nothing before and nothing after the claim. there should be no pro rating allowed . the amount I paid was $400 and this is the only amount that would be acceptable.

Regards,

Business

Response:

Dear [redacted] , Per our policy, you did agree to a pro-rated refund the day you had signed up with us. You were provided 30 days to review our policy and if you had disagreed with any part of it you were able to cancel for the full refund. You had CHW as a warranty company and although you may not have used the services, you were able to. Our policy clearly states in L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. If you would like a pro-rated refund kindly contact us and we will be happy to provide it to you.Thank you,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They did not provide information at the time of the agreement . Several hundred others have also made complaints about this c0mpany to Revdex.com

doesn't look like I AM THE ONLY ONE WHO THINK S THEY ARE DISHONEST SM

Regards,

Review: CHW rep called me and talked me into signing up for the policy for 3.5 years for $1260 and informed me that I can cancel the policy anytime I want without any penalty since it is prorated, sounded good to me so I signed up. A month later I had water dripping from the ceiling and called for service, CHW assigned a tech, who showed up hours late and told me that it was a big job because he has to open the ceiling so he has to come a week later, again he showed up hours late and said that he has talked to CHW and opening the ceiling is not covered and I had to pay for it myself which I agreed to pay 100 for opening and closing the ceiling. He opened the ceiling and then told me leak is from the grout wearing out and that he would come another day to close the ceiling and grout for another $50 total 150, he took a check for 75 from me that day. He never showed up, I called CHW and I was told that they will send another tech to check the plumbing, send me a check for 75 and get my ceiling fixed. Another tech came and said leak was from the shower faucet so he caulked it, caulk is cheap and easy to do it, so I was basically ripped off by this company and their hired tech. I called couple other times about my ceiling and was assured multiple times that the warranty will take care of it. Yesterday I was told that closing the holes are not covered and after long talks they agreed to cover 50% of the cost, and I agreed to receiving the check and asked for cancelling the warranty because they did not do anything to help me only then I was told that even though I paid 420 for each year, 6 months were free, I am not entitled to receiving the other 2 years full money back, I said that if you are claiming the charges then you can charge me for 1 year premium and refund me the other 2 years premium back, but they refused to refund me the full 2 year premium. I do not see any prorated policy in this since they are not refunding my full 2 year premium.Desired Settlement: I want my ceiling fixed and have at least two year premium back if not the full 1260.

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 CHW has been able to assist you with one of the plumbing claims for your home; CHW paid $175.00 to a technician for one of your claim, this will affect your refund as CHW will take out the administrative fee of $50 plus the $175 that we had paid on one of your claims. Your pro-rated refund was $951.66 two months used under the policy.Since you have received your refund CHW is not able to provide you with the Goodwill offer that we had agreed to. We do regret that you had cancelled your policy however CHW is in full compliance with our terms and conditions of our policy. Respectfully,CHW

Consumer

Response:

Review: [redacted]I am rejecting this response because:I do not understand how you claim to have paid someone 175 when that person did nothing to resolve my plumbing issue. He made a giant hole in my ceiling for no reason, that now I have to pay out of my pocket to fix it. I paid 1260 premium for 3 years and 6 months, 45 for the service fee, and 75 for access since your technician claimed that it was from the pipes and he needs to access them and you did not cover it. This brought my spending to 1380 and I received 951.66 back that put me at loss of 428.34 plus all the expenses of my ceiling patch up. I have called my other companies and they all came and performed free assessment, versus your company of claiming the 175 for the assessment. You cannot claim it fixing, because the problem still remains and my ceiling got cut open. Your sales rep talked me into signing up saying that there is no termination fee and then talked me into signing up for more than one year, but I guess I was an it for falling for the lies. To top all my losses, I experienced the worst customer service in my life, you have the most unprofessional and rude people working for your company. Regards,[redacted]

Business

Response:

Dear [redacted]Upon signing up with CHW you are provided 30 days until your policy starts, this is to ensure that all units are in proper working order as well as providing you time to review the policy's terms and conditions. If within those 30 days you disagree with any part of the policy you are able to cancel with a full refund. If you cancel after the 30 day grace period, you would be subject to the terms and conditions of the policy as stated in Section L. Cancellations.We do regret any frustration that you had gone through with this claim and our company.Warm regards,CHW

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,

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: 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: On or about December 4, 2014 I called Choice Home Warranty my warranty company to inform them that I had an issue with my furnace where as the furnace was not producing heat. It took 3 days for Choice Home Warranty to find a technician to come out to my home to assess the problem. During that time I received no call or follow from the company. Finally on the 3rd day a technician was dispatched to my home after working on the furnace for a few minutes the furnace appeared to be working again.On December 21, 2014 the problem with the furnace reoccurred, once again I called Choice Home Warranty on December 22, 2014 one of the customer service representatives from CHW informed me to call a technician of my choosing and have them call CHW once they arrived at my home, She further stated that I would I have make the payment for service upfront and CHW would reimburse me, the agent stated that she would note my account accordingly.On December 22nd I called [redacted] Pulumbing Heating & Cooling, a service technician arrived at my house 30 minutes later. The technician phoned CHW per their instructions, at which time CHW gave them permission to service the furnace. Subsequently the technician informed the representative that the motor which appeared to be the original motor was not working. It should be further noted that I've own this home for 13 years with no prior problems with the furnace. Mr.[redacted] who identified himself as a manager with CHW stated that he didn't believe that the motor was the correct part for the furnace, and that CHW wouldn't cover the part. The technician from [redacted] informed him that if it would have been impossible for the furnace to work for over 13 years if it wasn't the correct part.I believe that Mr.[redacted] is trying to circumvent the contract. As a result of this service called I had an out of pocket expense of $745.12. I sent a certified letter with copies of the receipt to CHW it was signed for on December 30, 2014, On January 7th I phoned CHW for resolution no availDesired Settlement: I am requesting my full out of pocket expense of $745.00

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 heating system. Upon diagnosis, the service provider stated that the blower motor on your unit has failed and needs to be replaced. The technician pointed out that the size of the motor on installed on your system does not match your heating system. Unfortunately, failures that are due to improper installation and also due to mismatched systems is not covered per CHW policy.Please see below section:F. LIMITATIONS OF LIABILITY11. 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.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:

[redacted]

I am rejecting this response because:

I sent all the documentation that I have. Which was done by two technicians of the same company clearly CHW is stonewalling or once again trying to circumvent the contract. I'm left with no other choice but to deal with this matter another way. CHW has undoubtedly ruined their reputation with me my firm and all of the real estate professionals in my network. I will make public this transcript and the way I was dealt with. This is my final correspondence regarding this matter. I will be canceling my contract and going with another warranty company on Friday when I return to New York.

Business

Response:

We apologize for any inconvenience this claim has caused you. Upon review of the documentation provided. The invoice states that the service provider replaced your unit’s blower motor; it does not state what type of motor was on the system when the service provider went out. CHW contacted the service provider and confirmed that the blower motor they pulled off your system was a 1/3 HP motor, while your class unit calls for a ¼ HP motor. This is the same provider that you have sent the invoice from. The service provider confirmed that the 1/3 HP motor was not the right motor for the system. Unfortunately, per CHW policy, failures that are due to improper installation and/ of mismatched parts is not covered.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW