Choice Home Warranty

Review: Choice sent a technician out to look at our AC unit because the motor on the outside unit went out. It took 3 days for a technician to come out and when he did he said Choice would not even look at our claim if I did not pay him an additional $150 to have a leak test done. He said the evaporator coil in our attic had went out and it was an expensive fix so Coice probably wouldn't want to cover it. After calling and talking to a representative from Choice I was told our claim was denied because we didn't have a leak test done. After a day they were able to get ahold of the service technician who was able to confirm he did a leak test. I was then told it was denied because of lack of maintance, when the technician was out he told me the motor went out due to normal wear and tear on a motor. After asking to talk to a manager for 3 days in a row and being told I woudl receive a call back the same day each time, I fianlly waited on hold for 45 minutes to talk to a manager. I was told I could get a second opinion and submit it to them. I paid for a second technician to come out, he said the the issue was normal wear and tear

And he submitted his report to Choice. When I called back they again said they were denying the claim due to lack of maintance. I asked for a copy of the report and was told it would be sent to me. It has been almost 2 weeks and I still not have heard anything from Choice. We have had to pay for our AC repair on our own and are out our yearly fee and $195 paid to the technician for our service call.Desired Settlement: Choice should honor their contract as stated in the terms of the agreement and not try to deny claims based on a loop hole.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with the outcome in regards to claim #[redacted], for your air conditioning system. Upon diagnosis, the service provider stated that your unit is leaking Freon from the condenser coil. The technician stated that the leak was caused by hail damage to the condenser as well as formicary corrosion of the coil. Unfortunately, CHW policy does not cover failures that are due to storm damage; it also doesn't cover failures due to rust or corrosion. Please see below section:F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

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

Review: on May 15th I was of a leak, either coming from under the kitchen sink or from the dishwasher that was leaking under the kitchen floor, through the wall and onto the dining room carpet. I filed a claim stating this. A plumbing tech was assigned to me. He called me Mon May 18th and said he would be there Tues before noon. He arrived thusly.,assessed situation, called me to say no leak under sink, that it was coming from the dishwasher which could not be fixed and I would need a new one. He said I would have to call Choice regarding this, because his job was done. He was paid the 45.00 fee. I spoke to Choice and they said they would have to send out a dishwasher expert, before they gave me a new dishwasher. I told them not to sent the tech they sent last June 2014 for another claim. He ripped out my hallway ceiling, made a mess,vaster everywhere and refused to fix the problem unless he was paid 100.00 on the spot- 55.00 more than my contracted amount of 45.00 for a service call. He took the check, left and never came back. I assumed repair was completed as my tenants didn't say otherwise. I happen to go over to the house 3 weeks later only to see the ceiling still ripped out and the job incomplete. After much back and forth for 2 months, he came back and did only what he wanted and said he was done. Myvtenant who is in construction had to finish the repair. I had to file a dispute to get back the overpaid 55.00 to this con artist. So,behind did Choice assign to [redacted] Tues to look at dishwasher but this same con artist, who I had requested Choice dismiss as one of their contractors. I was then assigned another tech. Called over and over. No response. Called Choice. They couldn't reach him. They assigned me yet another tech. Tried to reach them. No response. Called Choice.bthey couldn't reach him. I am assigned another tech. Called them and the lady said they will not go on any Choice calls anymore due to nonpayment for their services. Called Choice.vanother tech assigneDesired Settlement: now Thurs 6pm on May 21st. Dishwasher still leaking, mildew on kitchen floor, floor is squishy to walk on, carpet wrt. A tech finally called me out of blue and said he couldn't come until next Weds May27 at 11am. Not good enough. Spoke to Choice manager 3 times today and was told there was nothing he could do. I now have to file a homeowners claim. I am instructing my agent to sue Choice for replacement of floor and underfloor, mildew eradication and dining room carpet replacement. I intend to file 2 other complaints for 2 previous claims over past year that have the exact same scenario as this claim. I want someone at my house tomorrow morning to fix or replace dishwasher. And fix all the damage I have described as a result of their first tech not completing the repair.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that you have with CHW, you have had the following claims that we have approved:Claim # [redacted] for your Plumbing System in the amount of $100.00Claim #[redacted] for your Heating System: in the amount of $350.00Claim #[redacted] for your Plumbing System in the amount of $375.00I do see that you have placed a claim for your dishwasher, claim # 5[redacted]. You we did advise you that you are more than welcome to have your on tech come to your home providing that they do not do the work and call CHW with the diagnosis to receive authorization for any work that would need to be completed to ensure that it is covered under the policy. Please note that CHW is not responsible for the technician’s negligence and also since we do offer the reimbursement option and it was offered to you but you did decline, we advised you that we would continue to look for a tech in your area that you were satisfied with. Due to the holiday, the technician that we have available is supposed to have an appointment with you tomorrow.Please understand that CHW is not responsible for any mildew, or damage that has happened to your home within the time period that this claim was opened. I do apologize and do wish the best of luck tomorrow with the technician that is supposed to come out to the home.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Review: CHW and its principals often denied my claim based on my supposed failure to properly maintain my covered home systems or appliances. They also often denied my claim based on a supposed pre-existing defect. The company denied my claim even after the technician sent declared that the covered system had been properly maintained, and that the failure was for reasons not related to poor maintenance.

I also found out that the NJ AG's office has filed against CHW and asked the State’s Complaint ultimately requests that the Court, among other things, find that the defendants violated the Consumer Fraud Act and Advertising Regulations; order defendants to pay consumer restitution; declare CHW’s residential service contracts with consumers to be null and void; and impose civil penalties.Desired Settlement: Refund of payments made

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim [redacted], I do see that we had sent out 2 different technicians to your home. The first technician stated that the unit lacked proper maintenance that the unit was leaking due to rust or corrosion. Because that technician documented “PM” on the invoice for you; you requested a different technician and CHW did send out a second technician. We received the second diagnosis and it was confirmed that the unit was rusted and leaking Freon from the coils. This is a lack of proper maintenance as required by the policy. CHW does require that all units be properly maintained by the specifications of the manufacture. Having an inspection of the unit does not clearly show if the unit has been maintained properly. An inspection will show if the unit turns on and off.We did advise you of the following terms of our policy as to why the claim was not covered. Please see below:Section F. Limitations of Liability: 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.Unfortunately, being that you did not pay for the service in advance, you were paying monthly for the service; if you used it or not your payments were monthly. CHW only gives a pro-rated refund to customers that have paid for the policy in yearly terms. I do see that Russ did give you a goodwill gesture of the last payment that you had placed.I do apologize for any frustration that this claim has caused and we are very sorry that you chose to cancel with CHW. We do thank you for your feedback as this is always helpful for our customer service and service providers.Best regards, ate

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: 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: 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: I asked very specific questions before purchasing a warranty most important being do you cover annual inspections for maintenance they assured me it was covered and in fact it is not. A pipe in the bathroom broke so I called about it and was told that would not be covered so they did not take a claim on that. My central unit broke so called that in and kept getting all kinds of and different reasons for it being declined so I asked to cancel the policy right then that was in the first month. After a fair amount of time I had not received a refund I called back and they tried to get us to stay by offering to repair it for 700 dollars......after speaking to some locals I found I could hire anyone in town to repair it for that. I called them back an told them no on the 700 but I agreed to it under certain conditions but after speaking to the tech I called them back an told them no a second time. I had not received anything so again call for refund this went on back and forth. While speaking to someone in retention my husband came in an told me my garbage disposal had crapped out now this would have been a good opportunity to try to redeem themselves but again not covered I guess cause no offer was made. since they misrepresented the policy I feel I should get a full refund they tried to give me back only half after having debited my account 1125 dollars when it was supposed to be 44 a month I was furious about that they knew I was going to cancel so they tried to get every dime they could!!!! they have now offered most of it back but want to charge me a 50 dollar cancellation fee!!! what???? ridiculous!!! They served no purpose other then stealing monies away from my account. I told them several times I have emphysema I need my air they still drug it out and did nothing.

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 for your Air Conditioning System, I do see that CHW had stated that this was a non-covered claim due to a lack of proper maintenance; the diagnosis stated that the condenser unit had debris corroding it and also the coils were completely clogged. Per our policy Section F. Limitations of Liability # 12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.CHW did however offer you a goodwill gesture to cover the cost of the compressor and you would have had to pay the cost of the labor and Freon. You had accepted our offer and we had ordered the part for the unit. Then you had called us back stating that you declined the technician to come in and fix the unit, you decided to cancel your policy.CHW did agree to allow you to cancel as stated in our policy that it does have to be a mutual agreement to cancel. Please see Section L. CancellationsThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing.You had requested a full refund of the policy and we did explain to you that your policy was beyond the 30 day grace period that you are given to review the policy and ensure that the units in your home are in proper working order also due to the fact that you did accept the good faith effort and then declined it, there was a restocking fee that was due to Lennox for the compressor. As a second good faith effort, we did not charge you the funds to restock the part but we did continue as per our policy for your cancellation.Your policy was cancelled on 9/22/15 and you were provided a refund of $956.25 that went back onto the credit card that you purchased this policy with. You were charged an administrative fee as stated above and charged for the months that you used the policy; you were however provided a refund of the months not used minus any free months that were given to you for signing up with us.Since your refund has been completed and it is correct; CHW did go above and beyond to assist with a claim that you declined the good will gesture for after you had agreed. You chose to cancel your policy with us and therefore we are not able to provide you with any other funds other than what you are due by the policy and you have been provided with those funds.We do apologize that you misunderstood our policy as we do not provide maintenance for our customers on any units in the home. Our company is not an insurance company as stated in the policy. We do regret your frustration, CHW is in compliance with the terms and conditions of the policy.We do urge all customers to read the policy as you are able to view it before the policy begins. If you disagree with any of the terms of the policy before the 30 days that the policy goes into effect; you can cancel for a full refund. CHW’s policy can be viewed by anyone that visits the site, you were also provided a booklet and an email of the policy.Best regards,CHW

Consumer

Response:

I am rejecting this response because: I did not misunderstand the policy it was misrepresented by your sales person from the beginning I asked if it covered annual maintenance and in fact it does not!! I dont know how many times you need to hear that so I must assume like I said all along your making it up as you go. Furthermore I notice after the cancel date you had to steal one more payment! That needs to be refunded as well. I never agreed to pay for 3 full years broken down in payments as you took them. As for the so called good faith effort your tech told me one thing while you told me another imagine that so as far as the good faith effort I could have hired anyone in town and paid them the 700 dollars you wanted to charge me to have it repaired and would not even need you or your policy to do it.

Business

Response:

CHW provided you a refund as per our policy that you did receive in the mail and via email. You can also see it on our website under user agreement as can anyone. It clearly states that we do not provide maintenance for our customers, our customers are responsible to do their own maintenance as per the manufacture specifications. As stated before in Section F. #12Also, per our policy Section L. Cancellations CHW did provide you with the correct refund in the amount of $956.25. If you feel as though this is incorrect please contact our Cancellations department and they can explain to you the breakdown of the policy's refund as it is correct.Thank you,CHW

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: 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: 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: This company is a fraud they only take your money each month and then don't live up to there warranty. when you make a claim, choice find a way not to cover the item . My first claim they did't cover my hot water heater because of rust. the second claim my oven burn out with fire they did not want to get me a new oven after speaking with more than 4 managers they said that they would give me 200.00 on a new that was 4 days before Thanksgiving it is now 1/5/16 and I have not yet to receive a check from choice. Third claim 3 days before christmas I Plug in my heater in my bedroom and the right side of my house lights went out. I made a claim and they denied the claim again saying I cant use heaters in my home, this is crazy choice always find a way not to fix anything in your home.Desired Settlement: I want choice to refund me my money for all three service call that I had to pay 180.00 and I'm still waiting on my 200.00 check from my oven. And choice need to live up to there warranty or close the business.

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 policy, CHW did exactly what our policy states. For your first claim we were not able to cover this due to the fact that your unit was rusted and corroded and per our policy we do not cover the actual tanks. Your second claim, CHW paid you $200 for the part that was not working per section F. Limitations of Liability 9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.For your last claim, we did not advise you that you cannot use space heaters. We advised you that you overloaded your lines and that caused the failures. Per section D. Coverage #7CHW does not cover Circuit Overloads.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy. .We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: Purchased the Home Warranty in July. Haven't used it until today, my water heater is leaking. Set up a claim and they send out a contractor. He says the warranty company will not cover the issue. I never got to read a service contract but was assured everything in my house was covered when I purchased this warranty. I feel they trick their customers into purchasing the warranty and hiding what they do not cover until it comes time to use the warranty. If you read what is not covered in the water heater section I am not sure what exactly is covered. It's a sham and a shame they stoop to that level of lying to their customers.Desired Settlement: I would like for my "warranty" work to be covered by this company. I am now paying $900 out of pocket thinking I was covered under his crap home warranty and I see I am one of very many people who have filed claims.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]Upon review of your claim, we do see that the water heater you had was leaking and needed to be replaced. Per our policy section D. #6 states that we do not cover the actual tanks. We did however provide you with a goodwill gesture of $100 which you did accept from us.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Review: Choice Home Warranty has failed to provide adequate service as a home warranty company. As a former AHS Home Warranty customer for over 15 years, I know the difference between good business practices in this industry. Their technicians are unprofessional, inexperienced, undependable and they have not provided a service worthy of the fees they charge.

The policy effective date was 9/14/16. We used them twice since then. First for a plumbing stoppage in the kitchen sink, which resulted in a leaking pipe that caused water damage in my basement ceiling. The second was for a water heater repair that they will not fix because the technician was unable to loosen a bolt to exchange the faulty heating element. He requested that the entire unit be replaced at which time, Choice said that the unit exceeded the gallon capacity so they would not fix it.Desired Settlement: I want a full refund on the premiums paid of $725.00 for 13 months of coverage period.

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 policy we show that you had placed 3 claims with our company. CHW did provide authorization for one claim in the amount of $135.00 for your plumbing claim. We are not able to provide you with a full refund due to the policy restrictions as stated in section L. Cancellations. We do see that you did try and tried to do a CHARGE BACK for the policy and since you had already cancelled and received your pro-rated refund we are not able to provide you with any other funds. CHW did provide a service for you. Your water heater was not covered, even if the tank was of a size that we did cover, we do not cover the actual tank and that is what the technician reported needed to be changed.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the 30 days that you have prior to the policy’s start date. This time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want. Lastly, these 30 days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.Sincerely,CHW

Consumer

Response:

I don't accept it because they made me pay $740 for 13 months of service in advance and the two times I used them the first resulted in a leak in my basement due to a cracked pipe and the second was not covered. I want a refund for 9 months of cancelled/unused service on the 13 month contract. By my calculations that would be $510 credited back to me.

Business

Response:

Dear [redacted],In reviewing your policy, we show that when you purchased the policy, you decided to downgrade the policy to a yearly at which the rate changed and you were provided $447.82 back out of the $1172.82 that you originally paid. We then provided you the yearly coverage for $725.00 but this is a yearly policy, (12 months) the extra month is added for free. This month does not count in a refund.Also, once you tried to charge back the account and you were declined because we did provide you with the correct refund of $237.90 per the terms and conditions of the policy. You would be responsible for the paid claims, an administrative fee of $50 and the remaining months were provided back to you.Again, we regret your frustration with the policy but there is nothing more that we can do for you since the correct amount was provided to you for the remaining months.CHW

Your service was prompt and very courteous

Service was complete within 24hrs of the initial call...

I found my experience with Choice to be very easy and professional my technician was very knowledgeable and helpful to me. The customer service rep. was the best and very efficent I had my ac cooling in no time. Thanks Choice DHC

The repair man was here on time. Very fast and reliable thank you chw

!!DO NOT CHOOSE CHOICE HOME WARRANTY COMPANY!! This is the worst company that I have ever dealt with. My GE Profile dishwasher needed to be replaced and they sent me a $180.00 check (which I did not cash). GE profile dishwashers start at $500-$600. When I called I asked where I could get a new dishwasher for $180. They kept repeating that it is a national average cost for a dishwasher. So I asked if they could give me the name of 1 vendor that sale any ANY new dishwasher, and they couldn't. They also said I "accepted the check for $180 even though it was not cashed. They say they will replace an appliance with a new one if they cant fix it. THAT IS A LIE. I was willing to get a lesser quality dishwasher if I could find one in my area. But they would not agree. I searched google, discount sites, amazon, and others and the least amount I could find was $400.

Review: On 12/26/13, I submitted a claim for the Heating System; it was cutting on and off. Choice Home Warranty (CHW) dispatched [redacted] ([redacted]) who said that the unit was vibrating because the blower motor and wheel needed to be replaced. They also said the unit was old, so parts would be hard to find. A whole unit ~$7,000 would have to be purchased. CHW would not repair the unit because it was "working." From 12/26/13, to 1/23/14, the unit ran but finally quit. On 1/23/14, the temperature was 9 degrees. Out of desperation, I called [redacted] who said that the blower motor and blower wheel WERE available and needed to be replaced! We used the oven to keep warm because although I expressed concern to CHW that I was not satisified with [redacted]'s, they kept saying to contact them. After calling and emailing for 2 weeks, CHW finally dispatched [redacted] ([redacted]) on 2/8/14. ** said that the blower motor and blower wheel needed to be replaced, but now, the squirrel cage was damaged due to running it with vibration. [redacted]'s, [redacted], and Air Supply Services provided service write-ups, and none of them ever mentioned damages to the squirrel cage. Now, CHW refuses to cover the squirrel cage because it was damaged. On 2/10/14, I contacted [redacted] who said had the unit been fixed initially, it would not have damaged the squirrel cage. I called CHW and spoke to [redacted]. I tried to explain that [redacted]'s (who they dispatched) said the blower motor needed to be replaced 12/26/13 and never mentioned damages. I told him I had [redacted]'s service writeup (and two other HVAC technicians) saying the blower motor needed to be fixed. [redacted] THEN SAID, "The technician can write up anything." I then asked was he saying CHW technicians are writing up anything? [redacted] backtracked and said, "They never said it needed to be fixed."Desired Settlement: Choice Home Warranty authorized [redacted] to make the repairs to the heating unit, and need to cover ALL costs, i.e. blower motor, blower wheel, labor, AND the squirrel cage. Had CHW autorized the repair of the unit on 12/26/13, the squirrel cage would never have been damaged. [redacted] estimates the costs of the squirrel cage to be $115.00

Business

Response:

Dear [redacted]:

Per our conversation, we will be releasing a check to you in the amount of $115.00. I am very sorry for all the frustration and in any future matters, please feel free to contact me directly as I will be able to assist you.

Thank you for your feedback; this helps us improve our customer service.

Please allow up to 30 business days for receipt of check. It is an automated system and checks are released in order they are placed.

Best regards,

CHW Quality Control Manager

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,