Choice Home Warranty

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

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

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

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

Our chihuahua suffers from se

Business

Response:

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

Consumer

Response:

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

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

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

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

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

Business

Response:

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

Consumer

Response:

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

Regards,

Review: 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: 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

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

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. We apologize for any inconvenience you have experienced with this claim. Our records show that this claim has been covered. CHW authorized $268.18 for repairs for your heating system.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

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

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

Business

Response:

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

Consumer

Response:

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

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

Regards,

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your refrigerator. Upon diagnosis, the service provider stated that your unit had a line restriction and leaking Freon. Unfortunately, line restrictions and Freon leaks are not covered under the policy. The technician notated that you refused tohaved repairs done. CHW will need proof that the unit has been repaired and is back to working order before we can continue coverage on the unit. If you believe that the technician assigned has damaged your unit, please contact the service provider directly. Per CHW policy, CHW is not responsible for damages caused by technicians’ negligence. Please see section: 3. KITCHEN REFRIGERATORNOTE: Must be located in the kitchen.EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.F. LIMITATIONS OF LIBITY19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. You agree that, in no event, will Our liability exceed $1500 per contract item for access, diagnosis and repair or replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because: The refrigerator was working okay before the technician showed up and made some fixes. And, I already reached out to the technician in the past and per them I am not supposed to call them, Choice will call them only then they will be able to help. Choice only hired the technician. And, after finishing the job technician told me that he replaced / made all the required fixes, even though Choice didn't authorized him to do that work. At the end of this, if Choice hired and sent technician to fix something at my home and that technician break anything by mistake, then I Choice is liable for that problem or breakage, because Choice only made the decision to send that technician to my home.

Business

Response:

We first would like to apologize for the frustration you have encountered with this claim. The information that was provided by the service provider stated that your unit had a line restriction and leaking Freon. This kind of failure is excluded from CHW policy coverage. However, if you believe that the assigned service provider damaged your unit in anyway, they are held responsible. You will need to contact the technician directly. Per CHW policy, we care not responsible for damages caused a technician. F. LIMITATIONS OF LIBITY19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Your sole remedy under this agreement is recovery of the cost of the required repair or replacement, whichever is less. You agree that, in no event, will Our liability exceed $1500 per contract item for access, diagnosis and repair or replacement.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: We have warranty through Choice Home warranty company for our investment home. Our AC stopped working and they sent a technician out to look at it. His diagnostics said the compressor went bad and will need to be replaced. will cost approx. $2,000. CHW denied saying there was no service record showing the AC was serviced and maintained. We contacted their technician and he said there is no way of saying it was because of maintenance and he did not write that in his report. We also had independent technician come out and he said it went bad due to power surge. CHW would not provide us with the initial diagnostic report after repeated asking. After numerous phone calls we had to replace the unit at our own expense. What is the point of having the warranty if they will not cover things like these and come up with excuses to not cover them? Their customer service was not helpful at all either. Before filing this complaint, I also called and sent an email to [redacted] (listed on Revdex.com's website) and have not heard back. Why do they ask to contact them if they're not going to even try to listen and fix the problem. I saw several other complaints on Revdex.com of similar nature which I wish I would have seen before signing up for the warranty with them. We would like to be refunded for our expenses ($2,000) that we paid to get the compressor replaced.Desired Settlement: Refund what we paid to the AC company for parts and labor to replace the compressor.

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, I do show that the claim was not covered due to a lack of proper maintenance. I do also show that CHW provided you with a goodwill gesture of $300 towards this claim as it is not covered. You stated that the unit had failed due to a power surge and per our policy, Section F. Limitations of Liability #8 states that CHW is not responsible for repairs related to power surges.We were happy to assist with the goodwill gesture but we would not be able to cover the claim as your technician stated it was due to a power surge and our inside technicians received a report verbally stating that the unit lacked proper maintenance.As per the claim, CHW is in full compliance with its terms & conditions. Respectfully,CHW

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,

Review: I have a contract with Choice for my appliances and they say that if they can't fix it that they will replace it with a new one..They lie! I had a claim on 2/12/15 for a frig that could not be fixed be cause it would cost too much for them to fix.so they told me that they would replace my frig with a check for 430.00...My frig was two and 1/2 years old. and was 22cub ft. and I paid 945.00 for it on sale at [redacted]. They offered me a check for 400.00 and I told them that there is no way I can replace my frig for 400.00,so they said that they only pay whole sale price back ...I said so where am I suppose to get one wholesale....They said that is my problem...So I went back to [redacted] and got a 18cub ft. frig and in is so small for us and bought it on sale for 537.04 on sale..And I still did not get my check for 430.00..Every time I call them they tell me I must wait 7 to 10 days....BULL,Here it is 5/12/15....That is over 3 months of waiting....Desired Settlement: To pay for this small frig in full for 537.04,not 430.00 and I'm till waiting..........It needs to be paid now!

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, CHW has been able to assist you with the majority of the claims that you have placed. I do apologize for the delay with this claim and the check that you are to receive in the amount of $430.00. I do see that we have mailed the check and that there was a system error. This was a mistake and has been taken care of. I do sincerely apologize for this inconvenience and have added a onetime free service call fee ($45) to your policy for any future claims. We thank you very much for being a valued customer to CHW and again, apologize for the delay in the check that you are to receive.Best regards,CHW CHW

Review: Company provided false advertisement of coverage and what was covered under the policy. Did not honor warranty coverage and service charge feeDesired Settlement: would like this company to be charge with misleading advertisement and not allowed to conduct business

Business

Response:

[redacted]:Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted]. Please see Section C. SERVICE CALLS 4. You will pay a $60 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.Also please see Section D. COVERAGE 6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.We do apologize if you misunderstood our policy and we are very sorry that you chose to cancel it with us.Best regards,CHW

Consumer

Response:

Review:[redacted]

I am rejecting this response because: at the time I enter my claim the company should had known that the tank was not a covered item because it was noted that the water heater was leaking in the description when the claim was open. That said the claim should have been denied before the claim was processed. As they noted in the contract the warranty company should had contacted me regarding the policy as in the case with most insurance company

Regards,

Business

Response:

We apologize for the frustration this claim has caused you. We are unable to diagnosis a system without sending a technician to verify where the leak is coming from. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards, CHW

Review: I have a Homeowners warranty with Choice Home Warranty (CHW) that honors they repair or replace all items under the contract. My A/C stopped working in 95 degree weather on a Sunday. I contacted them on Monday and they could not send anyone out before Wednesday. I informed the company that I have a 85 year old woman in the house with asthma problems. They were like I'm sorry there is nothing that I do about this. I asked CHW if I found a company that can come out before Wednesday to diagnose the problem with the A/C would I be reimbursed they said yes, and they sent me a reimbursement form for reimbursement. I found a company ([redacted] C. [redacted]) that came out the same day. He checked the A/C unit and said the fuse was blown. He changed the fuses and turned the a/c back on and the wires from the compressor started sparking. Then he said the compressor wires were burnt out in which the compressor was gone bad. I sent the diagnostic invoice to CHW for them to repair the a/c unit and they informed me that the unit was gone bad due to lack of maintenance. I informed CHW that the unit was cleaned in July 2012 and sent them the cleaning invoice. Then I contacted them again and they tell me that problem was act of god or power surge. They never called me back at anytime in which they said they will call me back. I had to keep calling the company to see what was going on with the a/c repair. All of this time I had wasted over one week trying to get a repair. CHW kept putting me off by not returning my phone calls or letting me know what was going on with the repair of the a/c unit. I paid for the replacment of the new unit and expect to be reimbursed by CHW.Desired Settlement: Replace the A/C 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 the documents you sent clearly show the unit had the same problems with the compressor prior to joining CHW.

We are sorry we could not assist you.

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