Choice Home Warranty

Review: I contacted Choice a warranty for my A/C unit. Technician came out said capacitor was broke called for authorization he was asked if there was any maintenance issues he confirmed there wasn't and repair was authorized. It did not work so he said the motor had to be replaced Choice Warranty was closed and I could only get it fixed if I paid. I called them 3 times and I was told that someone would call me about reimbursement; they never did. 4 days later it broke again. They sent out a technician who said I needed new contacts; once again they authorized the repair. 2 days later it broke again. The technician said it needed a new compressor. I was called by Choice Warranty the person your claim is not covered and hung up. I called back and asked for an explanation as to why they would not cover it and they said it was a maintenance issue. I asked for an explanation and they said they could not give be one because they were not an A/C technician. They authorized services before where it required a confirmation that there was not a maintenance issue but as soon as the cost of repairs rose they denied it. The staff were very unprofessional and I heard them using bad language while they were talking to me which I found very offensive. I have never been treated so badly by a company before. I am a widow and working mother and I signed up fur this service so I would have somewhere to go if anything happened and I could trust them; I feel very decieved and taken advantage of.Desired Settlement: The unit was maintained appropriately and it was confirmed on more than one occasion that there was not a maintenance issue prior to performing the initial repaired. There is no justification for them to [redacted] the claim other than to avoid the cost. They need to follow through and authorize the repairs. None of their staff members were willing to even listen to my concerns and it did not seam to matter what I said.

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, I do see that your policy began on 6/15/15 and you placed your claim on 7/10/15. The technician stated that the unit needed a new compressor and that the one that you had was shorted to the ground, it was popping the breaker. We did ask the technician if this could happen within the amount of time that you had the policy or could it be something that happened longer than the policy dated. It was explained to us that this unit had been failing for a while and with normal maintenance it would have been found. As a goodwill gesture CHW did try to have the unit fixed but it could not be and the reason was a lack of proper maintenance. The unit didn’t come into the policy in proper working order.Per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order. Please see below: 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, please see Section F. Limitations of Liability #12We 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.We do apologize if anyone treated you unprofessionally as CHW does not condone that type of behavior. We will review the calls and handle accordingly. 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. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Review: Choice Home Warranty sent a tech to check out my air conditioner and told CHW that it was a compressor failer and needed to be replaced. CHW prefabricated an excuse and said he told them it was short to ground failure and CHW would not honor the repair. CHW also said they would give all my money back and not penalize me for early termination if I would sign a document agreeing to accept the refund, otherwise if I continued the complaint I would be punished for it.Desired Settlement: Honor the contract and provide the repairs as needed to fix the air conditioner.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy that started on 3/14/15, we reviewed the claim #[redacted] for your Air Conditioning unit that was placed on 4/9/15. Choice Home Warranty dispatched MD Air Conditioning and Heating to diagnosis the unit. Per the diagnosis MD Air Conditioning and Heating stated that the unit had shorted to the ground. This was confirmed again per your request on 4/13/15. There are only four ways for which this can happen. Unfortunately, all of the ways are not covered under CHW’s policy.1. Power Surge2. Manufactures Defect3. Acid Burnout (Due to improper previous repairs or installation)4. Lack of proper maintenancePlease reference Choice Home Warranty’s policy Section F. LIMITATIONS OF LIABILITY#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.#11). We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.#12.) We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.Also, please see Section D. Coverage – Excluded portion (maintenance)4.AIRCONDITIONING/COOLERNOTE: Not exceeding 5 (five) ton capacity and designed for residential use.INCLUDED: Ducted electric central air conditioning ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.Lastly, being that your policy started with CHW on 3/14/15 and you placed a claim for your AC on 4/9/15; the failures that have happened could not have taken place within the time-frame that you had your policy. The failures that are listed above take longer than a month to occur. Due to this fact, CHW was offering you a full refund on your policy. You being a monthly customer are not entitled to a refund but because you are not satisfied with our policy; we had offered to make an exclusion for you and offer a full refund. We are very sorry that you declined a full refund of this policy and also that the claim is a non-covered claim. Per our policy, all units must come into the contact in good proper working order. This unit apparently did not due to the failures. Please see section below.Per CHW’s policy, Section A. COVERAGE 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components.We are very sorry that you are upset with the outcome of this claim and for any frustration that this has caused you. Due to the sections listed above per our policy, we are unable to cover this claim but look forward to assisting you with future claims.Best regards,CHW

Consumer

Response:

I am rejecting this response because: This company is so dishonest. They want to cheat me by saying they only owe me $94.24 when in fact CHW owes $146.74, which is documented by bank documents. CHW also wants me to give up my rights to free speech. They want to buy my silence and then use the document to falsely use it to look like they have done nothing wrong. They also plan to use it to show the Revdex.com how honest ant trustworthy they are. If I was the Revdex.com I would give them a rating of F as how many of the reviews they show are bogus.

Business

Response:

Per our email We have shown you and you have agreed that the one policy you were charged the $52.50 and you were given a credit to your credit card on 2/16/15. This was for policy number 809476858.That policy was closed and your refund was credited. The second policy, this is the one that we are offering to give you a full refund for, this is policy number [redacted] This account was charged as we mentioned 2/27/15 $37.922/27/15 $9.203/27/15 $47.12You have declined our offer of a full refund therefore, there is nothing more that we can do for you as your claim is not covered per our policy.Regards,CHW

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

Review: My air conditioner stopped working and I called Choice home warranty, they sent a repair man to diagnose the problem. I paid the $45 service fee and was informed my air conditioner needed a new compressor. I got a call from Choice few days later the claim was denied because it was a pre-existing issue.

I advised them my warranty covered the issue. Till date, my air conditioner has still yet to be fixed. I will like to be refunded the total policy amount that I paid.Desired Settlement: I will like to be refunded the total policy amount that I paid.

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 that began on 6/11/15, I do see that you placed a claim for your Air Conditioning unit on 6/15/15. This was only 4 days after your policy began, per our policy Section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.All units must be in proper working order the day that the policy began, per the technician your unit had a bad compressor and it could not have gone bad within 4 days, this takes a long time to fail. We do apologize for any frustration that this has caused.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 claim was placed on June 15th;however I enrolled in Choice warranty on May 11th, 2015. Since Choicehas decided not to move forward with fixing the Air Conditioning unit, I willlike to cancel my coverage and be refunded my difference. How do I go about getting mymoney back and cancelling my coverage? Thanks,[redacted]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

Dear [redacted],You did sign up with CHW a month prior to the start date of the policy and you were to ensure that all units were in proper working order. If you would like to cancel the policy, please contact the Cancellations Department and they will provide you with a pro-rated refund as per our policy Section L. Cancellations.I will add a note that you will be calling to cancel.Thank you,CHW

Review: My AC unit stop working 06/05/2014 night, I called and placed a work order the next morning. The technician ask me what was the problem I explained we heard a clacking sound outside where the AC unit is located. The next morning I check the AC unit, it was not working and had changed position on the concrete pad. The technician told me over the phone that the compressor had locked up causing the AC change position. The technician stated over the phone that Choice Home Warranty does not like to pay for claims, but he will come and diagnose the unit. He determined the unit needed to be replaced, CHW told him the claim was under review. I called CHW to check the status of my claim and I was told it was denied.The supervisor told me due to wear& tear and lack of maintenance. The technician stated he told CHW the unit was well maintained. My house was brand new when I moved in it 16 years ago, after 16 years naturally something is going to wear and break that's the reason I purchased this so call protection plan. This was my first claim and I was denied. My wife is on bed rest due to a recent surgery and yesterday temperature was 95 degrees. This company is a fraud and I think the public should be aware, so they will not be a victim like.Desired Settlement: I had to pay out of my pocket $1250 to get another AC unit because CHW didn't stand behind my contract.I would like to be reimbursed for $1250.

Business

Response:

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

We are very sorry about your recent experience with CHW and that you have chosen to cancel your policy. Unfortunately, your claim was not covered due to the service providers notes, he stated that the "fan blade broke and it tore/busted the top where it is mounted, it also ruined the coils."

Per our policy, Section F. LIMITATIONS OF LIABILITY: NUMBER 19. You agree that CHW is not liable for the negligence or other conduct of the Service Provider, nor is CHW an insurer of Service Provider’s performance. You also agree that CHW is not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages. Also, this unit was not a normal wear and tear issue. The unit would not have had this issue if it was maintained properly. Per our policy, the consumer is responsible for any and all maintenance on units. We will not cover the cost of repair of a unit that is not maintained. 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.

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.

Consumer

Response:

I am rejecting this response because: The technician is not trustworthy, he was soliciting my business before the claim was phone to CHW. He also stated that CHW does not like to pay for claims. Therefore I really didn't get a fair assessment because,the technician did not have my best interest. He had one thing on his mind $$$$$$$$ and it didn't matter who he got it from. CHW are you aware my AC unit was outside in the weather for sixteen years, naturally that should be considered wear and tear. I think the Attorney General need to know about CHW tactics.

Business

Response:

We apologize for the frustration you have experienced with this claim. Our records indicate that you requested to cancel you policy on 06/06/14. CHW allows customers to provide their own secondary opinion if they so choose. We do not limit our customers to the technician assigned. However, the information that we were provided by the service provider assigned states that the failure your system experienced is not a normal wear and tear failure and so not covered under the warranty.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Best regards,

CHW

Review: I have a contract with Choice Home Warranty for home repairs. On Oct. 1, 2014, Choice dispatched EL Flanders Appliances in Ford City, PA to repair my washer. I paid the technician the $45 service fee as required under my contract. I received a notice from a collection agency stating I owed Flanders Appliance $143.67 due to Choice not paying the amount owed. Several calls to Choice have left me with promises that this matter would be resolved but it has not been as of this date.Desired Settlement: I would like Choice to honor my contract, and submit a credit correction report. I would like the credit bureau contacted by Choice with notice that this was not a settlement owed by me.

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 the payment for the technician, I do see that our Territory Managers were able to speak to the technician and explain to them how to invoice their payments to be properly paid for this claim. Please rest assures that their payment has been made per their agreement and you will not be effected. We do value you as a customer and do regret any frustration that this has caused.Choice Home Warranty is in full compliance with the terms and conditions of our policy.Respectfully,CHW

Review: I have paid thousands of dollars to the company, Choice Home Warranty, to have warranty coverage for our air-conditioning units and other appliances. The company promised me peace of mind that I would be covered if anything every breaks for repair charges.

The company sold me a 6 year long insurance plan, starting in August 2014, that they charged me $3,600 for all upfront. They said I needed to pay upfront to get a discount and that if I want to cancel at any time I would receive my money back for any unused years.

In June, one of my air conditioning units broke. We contacted Choice Home Warranty first on June 8, 2015. A technician from Choice Home Warranty then came to my house and checked the air conditioning unit that was broken and said he needs to get authorization from Choice Home Warranty to fix the unit. Choice Home Warranty initially refused to repair or fix the unit and said that the air conditioning unit was not serviced in years. We then sent them a copy of an invoice showing proof that the air condition unit was recently serviced. The company then told us that they would fix the air-conditioning unit within the next 3-4 days. After 5 days nobody had contacted me to fix it. I called the company and they told me that they will send me 2 new units but I have pay for the install. I agreed to those conditions. They sent me a contact to sign and they told me they were canceling my membership. On the contract it did not state I am getting a refund for my unused months. When I called they told me they are not refunding me because they need to use that money to pay my claim. Then they said they did not cancel our membership and after putting me on hold another person came on and said yes they canceling me. Why would I get insurance if they are going to use my money to pay me back for my claim? I told them to refund me the $3,600 that they had charged me for 6 years of insurance. They refused to do so. Now they are making excuses and playing games with me for days. They are putting my family in danger by not giving us AC for the bedrooms.

I spoke to Stephanie whose employee id is [redacted].

I also spoke to Arun whose employee id is 8290

My claim ID#: [redacted]

Account #: [redacted]Desired Settlement: I WOULD LIKE THE 2 NEW AC UNITS THAT I WAS PROMISED AND IF THEY WISH TO CANCEL MY MEMBERSHIP I WOULD LIKE A REFUND FOR MY PREPAID MONTHS I DIDNT USE.

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 show that CHW has assisted you with the following claims:Claim # [redacted] for your Plumbing System in the amount of$371.26Claim # [redacted] for your Garage Door Opener in the amount of $430.00Claim # [redacted] for your Washer in the amount of $185.00Claim # [redacted] for your Garage Door Opener in the amount of $50.00We do apologize for the frustration with this new claim for your Air Conditioning Systems. We did explain to you on 06/12/15, that these units were not covered due to a lack of proper maintenance. We were given photos along with a diagnosis that show to this effect. Even after we had received the records from you, we still stated that is was a lack of proper maintenance. On 06/18/15, you had again spoken with Stephanie and she then advised you that the claim was not covered and as a good will gesture we would cover the cost of one unit. Since you had declined her goodwill, she offered you $900 towards the claim but because you had disagreed with the outcome of the claim, meaning that you disagree with our policy, we would have cancelled your policy. You declined our offer at that time.You then had spoke to Kyle, later on that day and he offered to have both units repaired, you would be liable for labor, freon, etc. and again, we would cancel your policy because you are not in agreement with the terms and conditions. You did agree to these terms and then on 6/22/15, you requested in writing that we would NOT cancel the policy. On 6/22 and 6/23, we did explain to you that per our policy, we cannot offer you a full refund due to the fact that CHW has paid for claims for your policy. You are more than welcome to cancel the policy but per the user agreement for this warrantySection 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. You would receive a pro-rated amount minus a $50 administration fee as stated above. CHW has paid out $1036.26 of claims for your policy, we would deduct that amount from the amount that you paid, minus $50 and your potential refund would be around $1080.00. If you were to have the work completed, the refund would be lower due to the fact that if you break the contract with CHW, we then deduct the amount that we paid for the claims and we also charge a administration fee.We are very sorry that you are upset with this claim, as we offered you all that we could. If you would like to cancel the policy without the units being fixed by CHW, please call our cancellation team and you can speak to them about the refund. We are also willing to fix the units but we would cancel the policy due to the fact that we do not want customers to have a policy with us and not agree with our decisions when a claim is finalized.We will await your decision.Respectfully,CHW

Consumer

Response:

I am rejecting this response because:I Prepaid $3,600 in 2014 for 6 years of services. It has only been 1 year and you are now refusing to fix our broken air conditioning unit which was originally covered. We have emailed proof that the unit had maintenance done for it every year by a profession technician. So there was clearly no lack of maintenance regarding the air conditioning unit. Since only 1 year of your service has gone by we should be refunded for the other 5 years that we paid for. $3,600 for 6 years comes out to $600 per year. We should be refunded for 5 years for a total of $3,000.

Business

Response:

Our cancellation process is a bit different, you paid for the policy upfront but when cancelling as per the terms in the policy, Section L. Cancellations. You would pay an administration fee of $50 plus the claims that CHW had paid for your claims. CHW has paid out $1036.26 in claims.Please see 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. Please contact our cancellation department to further assist you.Thank you,CHW

Review: I was involved in a contract with Choice Home Warranty. I called upon them to fix a broken waste overflow (as it had broken off and was preventing my tub from draining). Choice Home Warranty sent out a repair person (that I did not chose). This initial repair person could not complete the repair for a week. I called Choice Home Warranty back, requesting they send out a new repair person. They did not until three days later. The repair person did not complete the job. He left my tub with caulk on the tub, for which will have to be fixed by a qualified repair man, as I am not convinced this "plumber" is in fact a qualified plumber. I researched him, and his master plumber license is attached to another plumber! Very questionable, especially after the condition of which he left my house. I certainly would have never picked him for my own repair! Furthermore, this "plumber (4Leaf Plumbing) is attempting to charge me $206.42, saying that the repair is not being paid by Choice Home Warranty.Desired Settlement: I would like Choice Home Warranty to pay the $206.42 (to me) for this repair so I can pay 4Leaf Plumbing. I have already paid them the $60, so 146.42 is remaining. I do feel like Choice Home Warranty should pay to fix the mess that 4Leaf Plumbing left, but I do not trust the contractors that they sent to my house.

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, I do see that on 6/16/15 we advised you that this claim was not a covered claim, we advised you that "ANY ISSUE WITH THE TUB DRAIN MECHANISMS ARE NOT COVERED". At that point, you had requested to cancel you CHW policy and did so. You also stated on 6/16/15 that you had another technician complete the job that we sent the tech out to diagnoses. Before any work is completed, it must be approved by CHW and this claim was not. In addition to this claim not being covered, we did advise you that we are not responsible for the technicians work or lack there of. Please see Section F. Limitations of Liability #19You 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. We do apologize that this has happened to you and urge you to speak with the technician for reimbursement of the cost that you had to pay. Being that you have cancelled your policy with CHW, we are unable to assist with anything further in this matter.Regards,CHW

Consumer

Response:

I am rejecting this response because:

Choice Home Warranty authorized 4 Leaf Plumbing to complete the repair at my home on Wednesday, June 10th. The contractor did not complete the work until June 13. Where obviously you can see I was not notified in time to make any decision in regard to this repair. Thus lending Choice Home Warranty liable. When I was notified on the 18th (days after the repair was already completed), Choice Home Warranty did offer to pay for half of the repair. This was insufficient, as Choice Home Warranty made the decision to send out 4 Leaf Lumbing, and had them complete the repair. Choice Home Warranty was clearly negligent. Their negligence leads to their responsibility. They need to pay me for the 204.42 that I have had to pay the plumber.

Regards,

Business

Response:

We do understand the frustration with this claim, we do apologize but the technician stated that the issue was with the tub drain mechanism, this is not covered under our policy. We did not give the technician authorization to complete the job due to the fact that it was not covered. CHW will not be able to reimburse you for work that we did not authorize to have completed also, if there was an issue with a specific technician, they are responsible for their own work. This is stated in our policy as mentioned before in Section F. LIMITATIONS OF LIABILITY19. 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.We received the diagnosis from the technician on 6/16/15 and the same day we sent you an automated email and phone call to contact CHW, which you did and we did explain to you that day that this was not a covered claim. You stated that 4 Leaf Plumbing did a horrible job but they were harassing you for payment but you now want CHW to pay the new technician that you had come out to fix what this one did. Since this was a non-covered claim, you would have to contact the technician at 4 Leaf Pluming, explain to them that they didn't do a good enough job and then request for them to pay for the new technician since it was their fault (as you stated) that a new technician had to come out.We do apologize but this is the advise that we were given to assist you with this claim due to the fact that we did not authorize the claim and we are not responsible or liable for any of the technicians as they are licensed and have liability insurance to cover such.Thank you,CHW

Review: Choice Home warranty is a joke. I place a service call on last for Sunday 6/14.15 for someone top come and fix my upstairs unit on Wednesday 6/17/15 even took the day off from work . The air condition repairman came out and claim he added 1lb of freon to my unit but with no results that the problems was fix and paid $45.00 service fee. I made another call to Choice on 6/20/15 complaining that the issue was not fix so a second Tech can out to repair the problem. Was Told by the customer service Rep Anthony that I would not have to paid a second time. Well today the repair Tech came by to service the unit still ask for the $45.00 even after I was told that the Tech would receive a work order not charge me the second time due the problem was not fix. Will short after the repair man left my home I receive a email & call from Choice only to advise that they ware not going to pay the claim. This company is a joke and a scam. I look online to read the reviews about this company and they are known to deny customers claims. Wish I would have looked this information up before I signed up with them. I cancel my service within them 14 days. This company needs to be forced out of business. I will advise no one to get a home warranty this company. Take you business to some other company and please read their reviews on the service the provide. Choice Home warranty gets an F from me and I'm sure previous customers feel the same BEWARE.Desired Settlement: I would like this company to issue a full refund to me and settle with the repair company that visit my home on 6/24/15. I am disputing the denial of the claim for 6/24/15 services. Thanks

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, I do see that your policy began on 6/11/15 and 4 days later you placed a claim for your AC unit. We did dispatch a technician to your home who stated that he added Freon to your unit, he did return and we do have it documented that the service call fee was waived and you did not pay that extra fee. If you did pay them the extra $45, please contact them to have a refund of this amount as it goes to them and not CHW.Upon entering the claim, you had stated that the last time the unit had worked was prior to the start date of the policy. Unfortunately, we do not cover any unit that comes into our policy in non-working condition. You are supposed to have all the units in your home maintained prior to the contract date starts. Please see Section A. Coverage # 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also please note 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.Due to the fact that you have already canceled your policy with CHW, we are unable to offer you any amount of refund, again you would have to speak with the technician that came to your home for the funds back that you had paid.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:

Review: [redacted]

I am rejecting this response because: First of all you as a company are responsible for the service you provide. The Tech that was first sent to my home do not do anything to solve the problem. My air unit was cooling at night by was not cooling during the day. This is why I called for service. Then once the first tech came out my air stop working completely . I did not give a date the customer service gave estimated date. What kind of company would try to fault the customer.No your company should refund the money back as request. The company you sent was not even a known company both times. So I pray if you continue to do business like your doing that some one cease your business. No good will come from trying to con people. The large amount of complaints on Choice in the reviews tells the truth about your customer service.

Regards,

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

Review: I have had 2 claims. One was for HVAC system. The other for refrigerator.

Both repairs were faulty, requiring re-issuing claims. I paid additional service fees for repairs to the repairs.

In my most recent experience, I initiated a service call for my HVAC on Jan 21, 2014.

Jan 22 – CHW notification that [redacted] Refrigeration has been assigned.

[redacted] came, inspected and reported findings to CHW. CHW failed to authorize repairs. Instead reassigned case to [redacted] Inc. apparently because the repairs were related to the prior claim. However, I had already paid [redacted] the $45 service fee.

This transfer caused several days of delays.

Meanwhile, I get emails from CHW stating that they are trying to reach me. I get “SECOND ATTEMPT” then “FINAL ATTEMPT” then “CLAIM SUSPENDED.” Meanwhile, I have been talking to CHW reps on a daily basis and getting nowhere.

On Jan 31 I get an email regarding “NEW CLAIM” when there is no NEW claim only the claim from TEN DAYS PRIOR that is unresolved.

Repeated conversations with technicians as well as CHW representatives did nothing to resolve the ongoing problem with the non-functioning HVAC.

Mon, Feb 3, 2014, I spoke with CHW Supervisor, [redacted]. Mr. [redacted] agreed to have [redacted] replace the circuit board and wiring. Approximately 24 hours later, [redacted] had still not received the authorization Mr. [redacted] had agreed to. I called CHW again. Mr. [redacted] would not take the call. I spoke to [redacted] who promised me he would have somebody call [redacted] right away. And yet, after another 24 hours passed, [redacted] still had not received authorization (as of 11:30AM; 2/5).

Growing frustration ultimately required that I put CHW on notice that I was contacting [redacted] Refrigeration to order minimal repairs to be done to get the unit functioning temporarily and CHW is responsible for the charges.

Repairs still not completed.

Feb 12 - Contacted [redacted], per Revdex.com recommendation

Feb 13 - [redacted] acknowledged email

Feb 17 - NO FURTHER ACTION by [redacted].Desired Settlement: Pay [redacted] for work done to date to provide temporary service.

Complete repairs:

• Replace full speed motor with the proper variable speed motor + module.

• Control board

• Low voltage and high voltage wiring harness

• ECM Protector

Business

Response:

Dear Mr. [redacted],

I actually did contact you and responded to you in an email. You had your administrator email me and I cannot speak to anyone besides you in reference to your claim. We were able to get a hold of the contractor and he is going to your home. The reason that this has taken so long as I explained in the email, is that we were having issues due to the storm with our fax and work orders being sent. We do in fact have a Service Provider that we sent you the information for and we were waiting on your response. We spoke with him yesterday and he explained that the work order never came through so we faxed again.

Also, your associate noted that you were charged two times, this is not the case. You only paid for one service call fee and your claim number is [redacted]. If you received an email stating that we were trying to reach you, it is a glitch in our system because there is NO claim number of [redacted].

Please check your email as I have responded and there is a Service Provider coming to your home.

Best regards,

CHW QC Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

FIRST:

This claim was initiated on January 21. It is still unresolved. The day I went to Revdex.com was FEBRUARY 12. At that time, I found the name and email address of [redacted] M. with the recommendation that I give her a chance to resolve the grievance before I file a claim with Revdex.com. Therefore, I held off with my Revdex.com complaint and gave [redacted] a 48 hour window to resolve this matter. I wrote:

Dear [redacted] M.

The Revdex.com gave your name as a contact to appeal to prior to filing a complaint with them.

As such, I am willing to give this grievance one more attempt at resolution before moving forward with a more formal filing.

Attached you will find a letter I mailed to CHW last Friday. At that time, I also posted the text on your website under claims tracking.

To date this correspondence has not been acknowledged.

The letter is self-explanatory.

I will only add that I have had no follow-up from CHW, [redacted] Refrigeration or [redacted].

I trust you are empowered to resolve this matter without further delay or inconvenience.

Please CALL me when you receive this or reply immediately to acknowledge receipt.

I look forward to working with you in an expedited manner that has not been possible with anyone else I've dealt with at your organization these past few weeks.

In any event, I must have this satisfactorily addressed within the next 48 hours.

If not, I will pursue this matter with Victor Mandalawi, President CHW as well as the Revdex.com.

Thank you.

[redacted] W. [redacted]

(Attachments included: <CHW_HVAC claim complaint.docx><6110_[redacted] invoice for HVAC 2014-feb6.pdf>

[redacted] replied on February 13 as follows:

"Good Morning Mr. [redacted], Please acknowledge that I have received your email but I have not had a chance to go through the policy. I will be in touch in hopes to resolve whatever matter you have. Could you please email me the claim number that you are unhappy with?

Thank you, [redacted]"

By February 17, [redacted] had not been in touch. Therefore, I proceeded with my filing of the Revdex.com complaint as well as the letter to Victor Mandalawi, President of CHW (as per the Revdex.com site).

On February 18; 9:11am - I received an email from [redacted] as follows: "Dear Mr. [redacted]: I apologize for my slow response; I was working with the vendors relations team to make sure that the service provider was working on having your unit fixed properly. He will be in contact with you today and he will be able to come there today. I had received an email from your associate and he stated that you were charged or given 2 different claim numbers. This was a mistake on our system. You only have one claim number for this claim and was only charged onetime of $45. The last time the service provider came to your home, you did not have a fee to pay. If you did in fact pay him, please let me know and I will add a free service charge fee to your account. I will just have to verify it with my supervisor.

Thank you for your patience and if you need anything, please feel free to email me at [redacted]@choicehomewarranty.com."

February 18; afternoon - without notice or appointment, [redacted]t, from [redacted] Video arrived to have a look at the HVAC system.

February 18; afternoon - Concurrently, [redacted] (CHW customer service) called on [redacted]’s behalf with instructions to expedite all repairs to my satisfaction. I told [redacted] that [redacted]t was at the house. [redacted] said he would call [redacted]t the next morning with full authorization for all parts and service required to complete the repairs.

February 25; 3:30pm - As of this afternoon, A WEEK LATER, there has been no progress. [redacted]t has gotten no authorization. And we continue to wait.

SECOND:

In [redacted]'s reply to the Revdex.com, she writes:

You only paid for one service call fee and your claim number is [redacted]. If you received an email stating that we were trying to reach you, it is a glitch in our system because there is NO claim number of [redacted].

The actual history is as follows:

Claim #[redacted]; September 6, 2013 - In fact, I paid the Service Call Fee for this initial claim. During this repair, the original "VARIABLE SPEED" Blower Motor was replaced with an inferior "FIXED SPEED" motor.

Claim #[redacted]; September 26, 2013 - Another claim was made because the HVAC system was not properly repaired on 9/9/13. The system vibrated and rattled loudly.

Claim #[redacted]; January 21, 2014 - Another claim was made because the HVAC failed completely. [redacted] Refrigeration was dispatched. Their findings were that the wiring had shorted out due to faulty workmanship from the previous repair and that the wrong motor had been installed for my system.

January 22, 2014; 6:35am - Received email from CHW: "Dear [redacted], Please be advised that your claim #[redacted] for the Heating System: System not coming on.\r\nThermostat set to heat or cold. Neither works.\r\nSet fan from AUTO to ON. Fan doesn't come on.\r\nChecked the batteries in the thermostat. OK.\r\nChecked and reset the circuit breakers for the AC and the Condenser. OK.\r\n\r\nSo, there is no activity coming out of the entire system. Neither heat, nor cold, nor fan on. has been assigned to [redacted] Refrigeration Inc., an authorized CHW service technician. Please contact the technician at ###-###-#### to schedule a service appointment.

[redacted] Refrigeration came and I paid another Service Call Fee.

THIRD:

This ongoing mess is now entering its 5th week without resolution. CHW has switched technicians, refused to authorize necessary repairs, left me without heat or A/C and been unresponsive to continuous requests for attention to this situation.

January 27, 2014; 12:39pm - CHW sent an email replacing [redacted] Refrigeration with a newly dispatched technician: [redacted] Video.

January 27, 2014; 3:03pm - CHW sent an email stating, "Dear [redacted], Please be advised that we are attempting to contact you regarding your claim #[redacted] for the Heating System. We need to verify that you were able to schedule an appointment with [redacted] Refrigeration Inc.."

January 31, 2014; 4:21pm - CHW sent an email stating, "Dear [redacted], Please be advised that we have attempted to contact you several times regarding your claim #[redacted] for the Heating System. Since we have not heard from you we are assuming that your Heating System claim has been resolved satisfactorily and therefore we will be suspending this claim. If this is not the case, please contact the Claims Team at ###-###-####, and have your claim number available for quicker service."

January 31, 2014; 6:00pm - I called CHW regarding this ridiculous "suspension" notice. They were closed. Got voice message stating to send email to "[redacted]@choicehomewarranty.com"

January 31, 2014; 6:14pm - I sent email to "[redacted]@choicehomewarranty.com" as follows:

"This problem is most decidedly NOT RESOLVED. We are now in day 9 of this ongoing mess.

The contractor you initially assigned, you then summarily dismissed.

You then reassigned another contractor. Now it is the weekend again and I still have NO HEAT OR AIR.

I have waited for hours when he said he would show up and he hasn't.

He has left me ALL day today without so much as a phone call.

Now I get this confusing email from CHW. What's this about?

How can you write and say "we have not heard from you"?

What nonsense! I have been in phone conversations with CHW on a daily basis.

This is an unacceptable level of service.

Please call me at home the moment you've read this.

I must talk with you and get my system up and running before yet another day goes by."

January 31, 2014; 6:14pm - Received email from CHW: "Delivery has failed to these recipients or groups: [redacted]@choicehomewarranty.com. Your message can't be delivered because delivery to this address is restricted."

January 31, 2014; 6:42pm - Received email from CHW: "Dear [redacted], Please be advised that Claim #[redacted] has been issued for the at the property located at [redacted]."

February 7, 2014; 4:44pm - Receive email from CHW: "Dear [redacted], Please be advised that Claim #[redacted] has been issued for the at the property located at [redacted]."

FOURTH:

In [redacted]'s response to Revdex.com, she states she cannot speak to anyone besides me regarding the claim.

I understand that policy, which is why the email to her had my phone number on it. She has never called.

As mentioned above, she did have [redacted] call me with full authorization to satisfy the claim.

But - also as mentioned above - it is now a week later and I am still waiting for the system to be repaired.

SUMMARY. AS OF NOW, 3:45PM TUESDAY, FEBRUARY 25, 2014:

[redacted] Video is still awaiting authorization to complete the work.

[redacted] Refrigeration (the original contractor who performed patchwork to get the system temporarily functional) has not been paid.

Thank you.

Business

Response:

Dear Mr.[redacted],

I have spoken to you since this was submitted and I believe we both are on the same page. I tried to call on Friday for an update and [redacted] was going into surgery, I also sent you an email. I understand keeping this open until it is resolved, please keep me posted.

Thank you,

Consumer

Response:

Review: [redacted]

I am withholding closure of this case until:

The repairs are completed.

I was not aware that [redacted] was having surgery.

My understanding is that he has gotten approval for the repairs and is still awaiting shipment of parts to complete the repairs.

[redacted] is diligently keeping track of the progress.

Regards,

Review: I asked for them to fix my oven in March..finally mid June they fixed it with a new electronic panel...when it faled in September, they told me that they only cover $1000 worth of repairs and they had already spent 700 for that panel so they will not fix it but will give me around 300 towards the oven.

The panel they gave me 3 month before is obviously defective and it should be replaced. after calling, and speaking to resolution supervisors, the story is the same, that is all they will do.Desired Settlement: just come replace the defective item that you installed and get the oven working

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 have requested that the part that has failed again be replaced, you will be contacted by a technician for him to come out and replace this part for you again. There will not be a service call fee, this is what we would call a “recall” and he should not expect any funds from you. We do apologize that this part has failed again and do hope that we can resolve this issue for you.Please feel free to contact our customer service department for any additional questions.Thank you,CHW

Review: I bought a Choice Home Warranty the first of February. The payment cleared my bank 2/18/2014. Less than a week later I canceled the policy and as with what the company stated you have 30 days to cancel. I have spoke with two gentlemen in the last three weeks that verified the policy was cancelled and I would receive a refund. Now a lady I spoke with at Choice Home Warranty says they do not issue refunds with a monthly payment. They are basically stealing my money and misrepresented their companies procedures. The service was for the address of [redacted] NRH, TX.Desired Settlement: I have been told twice the refund was already issued for $49.99. Now being told I do not have one coming. [redacted]

Business

Response:

Dear [redacted]:

I do see that we were able to refund you your policy back to your credit card. I have just received your complaint today 3/21/14 and I am sorry that you had to wait so long for a response. Thank you for your patience.

Best regards,

CHW Customer Advocate

Review: Have been trying to repair a microwave for 4 months getting the runaround. Service tech told them in my kitchen it could not be repaired, they responded with a replacement offer of $235.00 for a $935.00 built in, never mind with that lie #7, later I called, and they, Choice Home warranty, said they authorized the service tech to repair the unit, what??? lie 8. Two weeks later I called to see where the tech was and they said it would be 14 days for the part to arrive. 2 weeks later I called to see where the tech was and they said the part is on back order, this crap has ben going on since November 2013, any ideas?? today I called the tech and he told me they NEVER contacted him to order the part and he would call them today, these guys are a scam if ever there was oneDesired Settlement: The Microwave in question to be replaced as stated in Jan 2014 Whirlpool Gold Velos G2 Convect price $934.00

Business

Response:

Dear [redacted]:

I have gone over your account and do see that progress has started taking place. I am very sorry for the delay and thank you for your patience! Our team updated me and told me that the board was ordered and should be installed today.

Best regards,

CHW QC Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They did in fact order the other board that the tech wanted to order in the first place but refused him. now the new board still doesn't work and the microwave is now in the technicians shop waiting for Whirlpool service techs to assist in the troubleshooting. Now we find out that the service mgr. at Choice Home warranty told our service tech that he offer us $600.00 to replace the Microwave, again a bold faced lie. These guys are greasy an feel it's fun to lie to their customers, not really funny at all

Regards,

Business

Response:

Dear Mr. [redacted]:

I do see that you have spoken to [redacted] today 3/20/2014 and he advised you that the parts are in and will be mailed out. We thank you so much for your patience and communication with us. Please feel free to contact [redacted] or myself with anything that you may need.

Best regards,

CHW CUSTOMER ADVOCATE

!!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.

Your service was prompt and very courteous

Review: I had a 6-year plan for $2000 since May 2013. As of 12/31/14 when I asked to cancel my plan, they said they would refund me $195 ONLY. This is not reasonable. I deserve my money back.Desired Settlement: Get back the money I deserve. I used their service for less than 2 years so at very least, I should get 2/3 of my initial payment of $2000.

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 this matter. Our records indicate that you purchased your CHW policy on 05/03/2013. Per our cancellation policy, you are entitled to a prorated refund minus any occurred fees.Please see below: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. 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:

Review: [redacted]

I am rejecting this response because:

When I purchased this warranty, there was nowhere mentioning the cancellation policy and fees. The sales man simply promised that "you can cancel anytime you like and get refund". What a business fraud! I paid $2000 on 5/3/13 and would like to cancel in less than two years and can only get $198 back!! If this is an acceptable business model by the general public, then I have nothing to say. From the very common sense, one can tell CHW is totally cheating!!!

Regards,

Business

Response:

We apologize for the frustration you have encountered. The cancellation terms are per CHW policy are stated in the contract. Per the contract, after 30 days customers are entitled to a prorated refund minus any costs for claims.If you would like to cancel your policy, Please contact our cancellation department at ###-###-####.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: Filed a claim with this company 6/16/2015 for a non-working air conditioner. AC stopped blowing cold air the morning of the 16th. Called same afternoon, repairman was dispatched within a few hours and diagnosed the problem as a leaky evaporator coil. No freon, need to be replaced. Reported this to Choice and was denied as a pre-existing condition. This is because, I found out later, my policy had just become active after the 30 day waiting period. I started the policy on 5/16/2015. They are basically calling me a liar and implying that no one calls with a problem the day the coverage becomes active. I'm sure it's not common, but as is evidenced here, not impossible. They say there is no way this problem could have happened in the one day my policy was active. I talked to 3 different AC contractors, including the one sent by Choice. All three say this situation could have happened in the one day the policy was active. They just don't want to pay it. While sitting on hold with Choice I googled them and found an article reporting on their 6/15/15 class action settlement . A settlement over this same kind of pre-existing nonsense. Are they implying that I started coverage, then sat around in my 90 degree home in TEXAS for 30 days waiting for my coverage to start? RIDICULOUS! I have always been with Home Shield Warranty but decided to try something different and I am suffering the consequences for that decision.Desired Settlement: I would like for them to honor their contract with me and replace my coil and whatever work the contractor recommended immediately. This is no way to treat your customers.

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 started on 06/16/15, your claim that was placed on 6/16/15 was a non-covered claim due to the fact that all units have to come into the policy in good working order. CHW does not cover any known or unknown pre-existing conditions. A compressor cannot go bad within a month of having a policy, this would be pre-existing to our policy. Please see Section:A. COVERAGE3. 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.We do apologize if you are upset or frustrated with this claim, CHW does follow everything within our policy and we urge our customers to read the policy. Please understand that we are not calling you as you stated it a “liar”, we are stating that this cannot happen within the day that your policy started, CHW does not cover any known or unknown pre-existing conditions. I also see that on 6/17/15, you chose to cancel this policy and CHW did comply with your request. We are not able to cover any part of a claim that is non-covered and has a cancelled policy, we do apologize.CHW is in full compliance with its terms & conditions. Respectfully,CHW

Consumer

Response:

I am rejecting this response because: What they are saying is not true. They weasel out of their obligations using the pre-existing condition excuse. they have settled lawsuits admitting the same. Buyer beware, I guess. It's a shame because not only does it show them in a bad light but I am now reluctant to get any home warranty with any company as I worry that the same situation will occur whenever I try to file a claim on anything. You will hear from my lawyer.

Review: I submitted a warranty claim on the 4th Oct 2014 for my Oven Stove Cooktop because it was Not Coming On. The company assigned to the do the job is GLOVER APPLIANCE they came on the 7th of Oct 2014 and took my cooktop. As of to today my cooktop has still not been repaired.Desired Settlement: It has been a month since my cooktop was taken. I have not been able to cook at all during this time. I would like to have my cooktop to be replace with a new one within the next 24 hrs.

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 Range. Upon diagnosis the service provider stated that your unit’s switch board and control board need to be replaced. Repairs have been authorized by CHW to the service provider to make repairs. The service provider has ordered and is waiting on the control board to finish repairs.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: it is unacceptabe to have go without not being able to cook in over an entire month. This problem still has not been resolved. One burner still has not been repaired, this in return creates an electrial hazzard if the switch is accidentally turned on. This entire unit should have been replaced from the beginning.

Business

Response:

We apologize for the frustration that you have encountered with this claim. We understand that having your unit repaired in a timely manner is very important. However, we do apologize we cannot control the length of time for a part to be delivered for the repair of your system. Please see below section:F. LIMITATIONS OF LIABITY7. We are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposal. We are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.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: My AC motor went out on my AC and I was 17 days into my home warranty. I had another home warranty that was in effect before I purchased the one from Choice. They are saying this is a preexisting condition and will not pay to have my AC fixed.Desired Settlement: Refund my cost to repair AC which was 392.03. I am will to pay the 45.00 for the service call.

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 wayto protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regard to claim # [redacted] for the non-functioning air conditioner. However, upon review this is a non-covered item as described in Section F. 1. of the Terms of Agreement: 1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsedductwork, (iii) known or unknown pre-existing conditions.This information was communicated to you on 9/16/2013. In review of the claim details, the blower motor seized up on the air handler, which was caused by failed bearings in theunit. Because bearing failures do not occur spontaneously, the root cause of this failure is deemed to be a pre-existing condition; meaning there were bearing problems before the blowermotor failed and before the policy start date. As a courtesy, Choice Home Warranty will waive the Service Charge Fee on your next service call.The details of your situation are not representative of the normal Choice Home Waranty customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Sincerely,Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I paid for Choice Home Warranty on July 29 2013. At that time I was still covered by my previous home warranty company Buyers Protection Group. Choice had a thirty day waiting period and said I would have continuous coverage because my other policy expired on Aug. 29 2013. Now they say this is a previous condition so if it were why would I not call BPG warranty company and have them fix the problem. My air conditioner stopped working under my Choice home warranty. I requested service two weeks after the thirty day waiting period. My family and animals suffered for three days in 112 degree weather with no air conditioning. I feel Choice is wrong and that this was not a preexisting condition. I would like a refund of $392.03 minus the service charge that Choicecharges which is $45.00. My refund from Choice should be $347.03. I do not accept their offer of a free service call which would only be $45.00.

Regards,

Business

Response:

Dear [redacted]While we understand your disappointment with respect to the outcome of your claim, the circumstances surrounding the component failureindicate that the root cause of the issue did not occur within the effective policy dates, effectively making it a pre-existing condition. The technician’s diagnosis indicated that the unit’s blower motor seized up. This occurs once the bearings fully fail, which becomes evident once the unit begins to make a loud noise. These bearings deteriorate over time, and would not have been in good working order as of the policy effective date. While you may not have been aware of the issue, the terms of the service agreement state that Choice Home Warranty willnot cover any failure resulting from a known or unknown pre-existing condition.We certainly empathize with your situation; however, based on the information submitted to Choice Home Warranty the claim decision stands,as we have acted in accordance with the Service Agreement parameters, as highlighted in previous correspondence. Please keep in mind that all claimsdecisions are based on objective diagnostic information; thus each claim is handled on a case-by-case basis. Sincerely,Choice Home Warranty