Choice Home Warranty

They are good about service and prompt on setting appointments. When they settle on a replacement price for appliances you get the wholesale price so it is not the full replacement cost, but it is a good chunk of the price. I think it would be better to just arrange for a replacement.

My water heater started leaking on Saturday, 6/13/2015. I contacted CHW right away, gave them all the information they requested, and got a claim number. The first technician they gave me did not even service my area! I called CHW concerning this and they referred me to another technician. I gave him all my information; he called CHW to get authorization; he was told my water heater was not covered and that I was to call CHW myself. I did and was told only the mechanical parts were covered, but not the water heater itself. HOW STUPID IS THAT?
They finally agreed to cover $300 towards the cost of a new water heater using my own plumber. I'm supposed to send them a copy of the paid invoice including my claim number.
What good is a home warranty if it won't cover replacement of water heaters and other items? I'm inquiring into cancelling my policy, but they don't want to give me the information about the process of doing that.
TOTALLY WORTHLESS!

Review: I placed a claim on my refrigerator indicating that the freezer side was working properly, but the refrigerator side was not. I received a call from [redacted] Repair stating he had been dispatched to come out, but said he woud not because I owed him $45.00 fee from a year ago when Choice sent him to look at my dishwasher. A year ago the initial contractor Choice sent out to repair my dishwasher came, collected my $45.00 fee and never returned. I informed Choice and they dispatched another contractor ([redacted]) and waive the fee. [redacted] was sent, but stated he was not advised that the fee was waived. He did not repair the dishwasher. When I received the call from [redacted] regarding the refrigerator, I notifed Choice and requested someone other than [redacted] be sent because he had already let me know he did not want to come because he never received his $45.00 from Choice. Choice did a 3 way with him, explained to him that the fee was indeed waived and sent him anyway. The repairman from [redacted] came, looked inside the refrigerator, took nothing apart and told me that it was irreparable because there was an apparent leak and leaks were not fixable. I paid the service fee and he left. I called Choice and was told that based on what the repairman reported, the refrigerator was irreparable and not covered. I was extremely upset over this because even I knew that if the freezer was working properly and making ice, then it could not be a total loss. I cancelled my policy with Choice and called GE. They sent a repairman who tested the temperator of both sides, took out the fan and stated it needed a freezer fan motor as the one was not blowing air onto the refrigerator side. He replaced the motor, charge me $271.69. My refrigerator was repairable and was under warranty with Choice when [redacted] said it was not. I should be reimbursed since Choice should have been responsible for the repair and should not have sent [redacted].Desired Settlement: I would also hope that [redacted] at the Edison Officer receive customer service training. He does not listen, was rude, condescending and not at all helpful. He refused to give me his boss's name stating he was the final say so and then hung up on me. He said I should not have canceled my policy but because I did, there was absolutely nothing I could do, no where else I could go and no one else I could speak with. Surely Choice can see the numerous exact complaints have been made on Mr. [redacted] from many others. Bottom line is Choice does not cover the most basic repairs. I had a hot water heater that did not heat water. The part needed was what heated the water, Choice did not cover that part. Then when you call in and get managers like [redacted] that are not at all helpful and only serve to make the customer more frustrated and angry. Such a shame that Choice chooses to operate in this manner.

Business

Response:

Dear [redacted],

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality,

easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer

experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage

on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at

purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .

Upon review of your account it appears that we have processed and approved the following claims:

6/08/2011, Claim #[redacted], Dryer, $109.36

1/27/2012, Claim # [redacted], Washer, $183.04

2/12/2012, Claim # [redacted], Oven, $148.50

8/28/2012, Claim # [redacted], Dishwasher, $245.00

We regret your frustration with the initial outcome in regard to claim # [redacted] for the non-functioning refrigerator.

Upon review of your technician’s diagnosis and repair information, it appears as though the repair in question is indeed a

covered item. Per our discussion with you today, we have approved a reimbursement in the amount of $271.69.

You should receive a check within 30 days.

Additionally, your policy has been reinstated at the same monthly rate as prior to the cancellation.

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, and look forward to continuing to service your needs.

Sincerely,

Choice Home Warranty

UmJ???

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: Choice Home Warranty sent a technician (plumber) to my home when they knew that the broken item (kitchen faucet) was not covered. I paid the plumber the $45 co-pay and then they denied the claim. I had to pay him $225 more dollars to get my sink working again.

CHW is a rip-off!Desired Settlement: Reimburse me the $225 I had to pay the plumber.

Business

Response:

Dear Mr. [redacted]:

Per our conversation, once we receive the release agreement we will send you a check in the amount that you requested for $225.00. Please note that this is a good will gesture and also please note that faucets and installations are not covered under our policy.

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 acceptable to me.

Regards,

Review: CHOICE HOME WARRANTY SOLD ME A MOLTI-YEAR CONTRACT TO REPAIR ALL MANNER OF HOME APPLIANCES , PLUMBING, A/C, HEATING, ETC. I HAVE CALLED FOR SERVICE ON 3 OCCASIONS; 1. A CENTRAL HEATING UNIT MALFUNCTIONED AND THE REPAIRMAN DISCOVERED A CRACKED HEAT EXCHANGER AND "LOCKED OUT" THE UNIT PREVENTING ITS USE. CHW DECLARED THE CONDITION AN "EXISTING" CONDITION AND WOULD NOT PAY OR REPAIR. {THEY DID PAY A SUM, $800, TO PARTIALLY OFFSET THE COST OF A REPLACEMENT. 2. A ELECTRIC GARAGE DOOR MALFUNCTIONED AND WAS REPAIRED SATISFACTORILY. 3. RECENTLY A TOILET COMMENCED LEAKING WATER. CHW SENT A REPAIRMAN AND A GASKET ON THE TOILET TANK WAS REPLACED; A DAY OR SO LATER THE LEAK REAPPEARED. CHW ON 2/17 DISPATCHED THE SAME REPAIRMAN AND IT WAS DETERMINED THAT THERE WAS A SMALL LEKAK OCCURRING WHERE THE TOILET CONNECTED TO THE DRAIN.. WITHOUT REMOVING THE TOILET BOWL, THE REPAIRMAN CONTACTED CHW AND I WAS INFORMED THAT THE "FLANGE" WAS BROKEN AND WAS EXCLUDED UNDER THE TERMS OF MY AGREEMENT .UPON FURTHER INSPECTION IT WAS DETERMINED THE FLANGE WAS NOT BROKEN BUT WAS NOT SECURED TO THE FOUNDATION. THE FLANGE WAS PROPERLY FASTENED AND THE TOILET NO LONGER LEAKS, {SO FAR). AT A COST TO ME OF $125.00.Desired Settlement: CREDIT OF $125 ON FUTURE CALLS FOR SERVICE @ $45.00/CALL

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 plumbing system. Upon diagnosis, the service provider stated that the flange underneath the toilet failed. Unfortunately, CHW policy does not cover flanges.Please see below:D. COVERAGE8. PLUMBING SYSTEM/STOPPAGE:EXCLUDED: Stoppages and clogs in drain and sewer lines that can not be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets - Cost to locate, access or install ground level clean out – Slab leaks - Polybutylene or Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms - Baskets and strainers - Popup assemblies - Bathtubs and showers - Cracked porcelain - Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain mechanisms - Sinks - Toilet lids and seats - Cabling or grouting - Whirlpool jets - Whirlpool control panel - Septic tanks - Sewage ejector pumps - Water softeners - Pressure regulators - Inadequate or excessive water pressure - Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits - Holding or storage tanks - Saunas and/or steam rooms. NOTE: We will provide access to plumbing systems through unobstructed walls, ceilings or floors, only, and will return the access opening to rough finish condition. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement. Our authorized Service Provider will close the access opening and return it to rough finish condition, subject to the $500 limit indicated. We shall not be responsible for payment of the cost to remove and replace any built-in appliances, cabinets, floor coverings or other obstructions impeding access to walls, ceilings, and/or floors.Although this is a not a covered claim, in light of good customer service, we have applied one free service fee on your account. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

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

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

Regards,

Review: purchase a home warranty with Choice Home December of last Year file a claim with the company in April 2014 no service man every come out. Company never sent the form to reimburse expense after numerous contact. I ask that my policy not be renewed. I just wanted the claim satisfied. Company now claims because I did not renew my policy they cannot satisfy claim that was filed when the policy was activated. This is a scam company, the never intended to honor the claim. Paid out over 500.00 for policy.Desired Settlement: Refund me my money or provide the service I paid for.

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 Septic system placed on 4/26/14. Per your request, on 5/14/14 CHW emailed you a reimbursement form to complete and return for review for reimbursement on this claim. The email we have on the account is [redacted]. On 2/3/15 we received correspondence from you in regards to not receiving the reimbursement form that was emailed. We resent the document to the email on file. CHW did not deny your claim, the reimbursement from with proper documents was never sent in for review. Per your request, on 2/9/15, your CHW policy was canceled. 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: I never got the form email to me as of this date. I would like the form mail to me so I may be reimbursed any expense during the time my policy was active and a claim was filed.

Regards,

Business

Response:

Per your request, CHW will be reimbursing you $125.00 for the cleaning of your septic 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:

[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 was informed that I would only get back a small (a little over 10%) portion of the $1530 I paid for the contract in advance to receive a senior discount and coverage through 7/9/2018. In the contract [redacted] under L. Cancellation, Section 4. Mutual agreement of us and you. If cancelled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50.00 administrative fee. I was told I had to pay back all the claims and the contract says nothing about deducting all the claims it says "the Paid Contract Fee".Desired Settlement: I want my full refund minus the $50.00 administrative fee and pro rata refund of the paid contract fee. NOT MINUS THE CLIAMS.

Business

Response:

Thank you for your email today 9/23/15 and helping us resolve this issue for you. We do appreciate your patience and understanding of the mistake that happened and we are happy that we could fix it for you.Respectfully,

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: I bought a warranty from them and they couldn't get my oven fixed so [redacted] told me to call someone an get it fixed (3 more tries) [redacted] told me to use my credit card an that I would get the money back - I have been trying for over a yr now an they told me finally in May that a check was sent - I NEVER RECIEVED IT!!!! now they will not give me back my money unless I pay them more money!!!!!!Desired Settlement: they can put it back on my card or send me a check certified or what ever it takes to really get it to me!!!!

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.

Our system shows the check (check #[redacted]) was mailed to you on 5/3/13.

Please confirm your mailing address as CHW would be happy to reissue the check.

Thank you.

Review: I have called multiple time to report an issues that was/ is supposedly covered per advertising ( even in there commercials while on hold) only to be denied coverage, per some excuse. My most recent incident I was actually able to file a claim and they dispatched a plumber to repair the issue ( I had to pay a $45 service fee, on top of my monthly premium) and when the plumber called to explain the resolution/ way he needed to fix the issue, he was told they would not cover the repair and to not fix the problem.Desired Settlement: I'm asking for a full refund of my monthly premium as well as a refund of $45 for the service fee payed to the plumber who came to fix the repair and was informed to not fix it, because it would not be covered by our warranty.

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 .

We regret your frustration with the outcome in regard to claim # [redacted] for the plumbing leak. However, upon review this is a non-covered item

as described in Section I. 1. & 2. of the Terms of Agreement:

1. We will not contract for services to meet current building or zoning code requirements or to correct for code violations, nor will it contract for services when permits

cannot be obtained. We will not pay for the cost to obtain permits.

2. Except as required to maintain compatibility with equipment manufactured to be 13 SEER and/or 7.7 HSPF or higher compliant, we are not responsible for

upgrade or additional costs or expenses that may be required to meet current building or zoning code requirements or correct for code violations. This includes

city, county, state, federal and utility regulations and upgrades required by law.

This information was communicated to you on 10/14/2013. At that time we advised that Choice Home Warranty does not cover for items that are not in compliance

with city, county, state, or federal code requirements. This information was discovered upon the technician’s on-site visit and diagnosis.

The trade service call fee is required to be paid for the contractor visit and diagnosis, regardless of whether a claim is covered or

not, as described in Section C. 4. Of the Terms of Service Agreement:

4. You will pay a $45 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.

Additionally, Choice Home Warranty is required to pay the contractor for the difference of his or her normal service call fee, which in many cases is greater than the $45 service fee incurred by customers.

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.

Sincerely,

Choice Home Warranty

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 .

We regret your frustration with the outcome in regard to claim # [redacted] for the plumbing leak. However, upon review this is a non-covered item

as described in Section I. 1. & 2. of the Terms of Agreement:

1. We will not contract for services to meet current building or zoning code requirements or to correct for code violations, nor will it contract for services when permits

cannot be obtained. We will not pay for the cost to obtain permits.

2. Except as required to maintain compatibility with equipment manufactured to be 13 SEER and/or 7.7 HSPF or higher compliant, we are not responsible for

upgrade or additional costs or expenses that may be required to meet current building or zoning code requirements or correct for code violations. This includes

city, county, state, federal and utility regulations and upgrades required by law.

This information was communicated to you on 10/14/2013. At that time we advised that Choice Home Warranty does not cover for items that are not in compliance

with city, county, state, or federal code requirements. This information was discovered upon the technician’s on-site visit and diagnosis.

The trade service call fee is required to be paid for the contractor visit and diagnosis, regardless of whether a claim is covered or

not, as described in Section C. 4. Of the Terms of Service Agreement:

4. You will pay a $45 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.

Additionally, Choice Home Warranty is required to pay the contractor for the difference of his or her normal service call fee, which in many cases is greater than the $45 service fee incurred by customers.

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.

Sincerely,

Choice Home Warranty

Review: I purchased the Home warranty plan from Choice Home Warranty around Aug-Sep 2013 and paid for 13 months - and its supposed to cover all appliances, garage doors, ac/heating units etc. During the covergage period so far, our

1. Incident 1: Microwave stopped working once and they did not cover claiming that its a Countertop Model - and they have fine print exclusion for this one. When I called ** they said that they should still have it covered under warranty because this was installed as a built in unit. Not only did I have to pay for the repairs to ** myself (since it was out of ** warranty), but I was also made to pay 45$ service fee to Choice home warranty for NO service at all.

2. Incident2 : Our garage door opener stopped working recently and once again a similar story happened. They sent a technician and charged me 45$ once again. This time they said they wont cover it because its already under warranty with the garage door company. The garage door company covers only parts BUT not the labor. So, I asked Choice home warranty to cover the Labor since the garage door co does not cover that, but they said they wont cover even the labor. The garage door company clearly mentioned that they will send the parts for free, but the labor MUST be covered by choice home warranty, which is the norm.

Bottom line, I have paid 375 $ for 1 year warranty, also paid 45 X 2 = 90$ to choice home warranty for simply telling me that they wont cover any of these claims. AND on top of that I am spending money on my own each time to get these items fixed anyway. Not to ignore the fact that this has caused a lot of uncertainity, pain and more pain. Their customer service is horrible as well. They were extremely rude on the phone and wont give me a written explanation as to why they wont cover my claims - only verbal. I asked them to cancel my service and give me back refund - no response yet.

I need this to be taken seriously please. I will totally ripped off.Desired Settlement: Refund me for the full service warranty charge for the whole year and also the service fees 2 X 45 $ i.e. a total of 375 + 90 = 465$ since I never received any service.

Business

Response:

Dear [redacted]:

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

Upon review of your account it appears that we have processed and approved the following claims:

[redacted] on 10/17/13 for your Oven Stove Cooktop in the amount of $75.00

We regret your frustration with the outcome in regard to claim # [redacted] for your microwave but as I explained to you through email, our policy only covers built in microwave ovens. As I showed you in the email and our supervisor explained to you over the phone, you can see this in your policy in Section D. COVERAGE 9. BUILT-IN MICROWAVE

EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.

Claim number [redacted] for your garage door opener, we did have a service provider come to your home and it was diagnosed as having the wires cut. Besides this fact, your unit was still under manufacturer warranty. With that being said, you were able to have this unit fixed by the manufacturer as I explained to you in an email on 4/22/14 and 4/23/14 per our user agreement in Section F. LIMITATIONS OF LIABILITY 15. We are not responsible for any repair, replacement, installation, or modification of any covered system or appliance arising from a manufacturer’s recall or defect of said covered items, nor any covered item while still under an existing manufacturer’s, distributor’s, or in-home warranty.

Per our email conversation,you requested to cancel your policy, we explained to you that you would not have a refund because we have paid more into your policy than you have plus there would be a cancellation fee. You chose not to cancel, I then offered you a good will gesture of the amount that you had to pay for the parts. You advised me that the parts were free and that you did the labor yourself. You also advised me that you were not a "handy person" but would charge for this job $800 plus the $7.00 that you had to have the parts delivered overnight to your home. As I explained to you, I cannot refund you for the time it took you to install the parts for your garage but I was willing to give you a good will gesture of $100.00 for this denied/ non covered claim. You then refused and told me that you were going to the Revdex.com.

The offer was a good will gesture to show you that although your claim was not covered, we will still offer you something to help for the aggravation. Since rejecting this offer, we have kept your policy open as you requested and apologize but we cannot offer anything for the two claims that you submitted as they were not covered by our policy.

Best regards,

CHW Customer Advocate

Review: This complaint is about a heating unit that went out in December and was covered on the home warranty for repair or replace when it fails. When I called for service, the warranty company did not have a service technician within my area that was available within 48-72 hours. The tenants at this property had to go to a hotel as it was in the winter time. The warranty company told me I could wait until they had a technician available OR if I chose to call someone else to fix it, they would reimburse me. I chose to call someone else as it is against the law for a landlord not to provide heat or air conditioning to tenants in the state of SC and I did not want to incur the costs involved with a hotel. This was the exact reason I bought the warranty protection. So, I had the repair done for $1300.00. When I submitted the paid invoice and claim for reimbursement, I was told they would only reimburse up to $1000.00. We argued about it and I finally said, okay, just mail the check. This all took place in Dec 2013 and January 2014. Today's date is May 20. 2014 and I still do not have a check as reimbursement. I have been told it was mailed on 3 different dates. I have spoken to a dozen people and nothing is happening. The next step is to sue for the full $1300.00 plus court costs.Desired Settlement: Check for $1000.00 to be Fedex'd to me and I'll even pay the Fedex cost.

Business

Response:

Dear [redacted],

We apologize for the inconvenience that this has caused you. We will be sending out a new check to you today 5/23/14 in the full amount of $1000. If you do not receive it please call me directly at ###-###-####. Please also keep in mind that this is a holiday weekend so the mail might be delayed for a day. We are sending the mail out of our office today.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The check was mailed as stated, but not for the full $1000.00. It was for $970.00 which includes a $30.00 fee they charged me for a stop payment. I expected the full $1000.00 so I have left a voice message indicating that I expect another check for $30.00 to be mailed asap.

Regards,

Business

Response:

Dear [redacted] :

We are very sorry for the mishap and will be sending a check to you for the extra $30.

Thank you,

CHW

Review: The sales agent did not make it clear that the service or the plan I purchased will not be activated until 30 days. When I cancel the service, they charge $50 cancellation fee which I was not aware of.Desired Settlement: Just want other people aware of this

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. I do apologize for the trouble this has caused you, per our user agreement and the sales associate that you spoke to, we advised you ofSection 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.As well as B. COVERAGE PERIODCoverage starts 30 days after acceptance of application by Us and receipt of applicable contract fees and continues for 365 days from that date. Your coverage may begin before 30 days if We receive proof of prior coverage, showing no lapse of coverage, through another carrier within 15 days of the order date.When you called to place a claim, we did grant you the opportunity to have a provider come to your home even though your coverage did not start yet. You declined and cancelled your policy. Once again, we are sorry for the misunderstanding.Regards,CHW

Review: I live in PA where the winters are -17 at night. I hired CHWarranty to be my security (as they call it) for my home if something goes wrong. My heat has been off for 3 days. with temps -17 at night. I have a young child that is sickly. I called this company and they told me to call someone to fix it. Well I am new in area and do not know anyone! I tried the yellow pages and all were busy. I called them one time and they told me to get someone for plumbing I did about four months ago. They took me they would pay me back and all I would owe is 45 for service charge. Well I got the bill and they paid less than HALF of the bill. I am a single widowed mom and I need to have Heat in my home for my family. I paid this company and have got NOTHING in return. Fraud is what I call it. They need to do good by me first before sending me a renewal for Feb. which I will not do if they dont do me right!Desired Settlement: Get someone out here to fix my heating! I will pay the 45 they need to do good by this.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your Heating system. CHW tries to set up customers with the first available technician. However, CHW does not control the service provider’s scheduling as we don’t know when the technician or the customers are available. Our records indicated that you have used your own service provider and will provide us an invoice for review. Once the claim is reviewed, we will contact you.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 recently had my hydronic heating coil break and the part needed to be replaced as the puncture site was not able to be repaired. I have my heating and air conditioning systems maintenanced every year, my husband is an HVAC technician. When the leak sprung and I contacted Choice, they were first unwilling to help me because they stated they do not service leaks to a heating system and they sent out a plumber. I spent $60 on the plumber to come out and tell me they dispatched the wrong service line and I needed a heating person. The plumber came to my home at 6:30 at night. The next day I contacted Choice again and got the same story that they do not service leaks to a heating system but called out an AC tech. I personally contacted a company who could handle the job and when the AC tech Choice had found called me, he stated the repair work I needed was out of their scope for their business. When the correct technician came, who I called and spent an additional $63 calling him out, he then contacted Choice and spent 40 minutes on the phone explaining the issue to them, he also sent 3 pictures, of very poor quality, into the claims department at Choice. I then waited over a holiday weekend and when they called me on Monday, they stated they would not offer me the $1500, which was the cost of the replacement part, as they stated the repair was caused by a maintenance issue and was therefore not coverable. I read thru the terms of my warranty and no where in the terms of my contract under heating systems does it exclude a "hydronic heating coil." I escalated the dispute to a manager and was unsuccessful, they stated they would not cover the item as it was a maintenance issue and when I stated I have my systems maintenanced every year, they did not care. I have recently canceled my policy with this company and when I called to cancel, the person on the phone stated "alright your all set." When I asked for a reference number he stated they don't have those.Desired Settlement: I would like my out of pocket cost covered as I had to replace this part myself even after reading through the terms of the warranty and determining the part I needed was not excluded from warranty. The part cost me $1600, they offer up to $1500 to replace parts; I would like the $1500 back.

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 Heating system. Upon diagnosis, the service provider stated that your unit’s coil is leaking due to physical damage and is not a normal wear and tear failure. Unfortunately, Per CHW policy, failures that are not caused by normal tear and tear are not covered.Please see section below:A. COVERAGE2. Become inoperative due to normal wear and tear;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: A Home Warranty Service was purchased to repair or replace any failed appliances in the covered home. The oven failed and they sent a repair service to the home. the oven heat element was replaced. this did not fix the oven. I was then told that the clock unit had also failed and an additional claim would be submitted for the additional part required to fix the oven. Choice Home warranty has refused the claim that would fix the Oven. I was told that I would have to pay to for the repair to make the oven operational. I have not been made whole with the Home warranty. My oven has not been repaired or replaced. They claim to have a clause in the contract that preclude them from honoring there commitment to repair or replace the failed appliance. I feel this is just an excuse not to honor the intent of the Home Warranty. I am how out the cost of the Home Warranty that was to cover the repair and the cost to make it operational.Desired Settlement: Refund of the repair cost to have a functional oven.

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 Oven. Upon diagnosis, the service provider stated that your unit needed a baking element replace. He also stated that the baking element failure has caused the timer on the unit to short out. CHW has authorized the replacement of the unit’s baking element. However, the timer failure is secondary damage and is not covered under CHW policy.Please see below:F. LIMITATIONS OF LIABILTY19. 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. 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:My complaint has not been resolved. According to Choice they will not repair. Claiming a secondary event when their repair company replaced the oven element. The repair company claims they did not cause the secondary event when they serviced the range. I was left with a non functioning oven when the repair company left. I remain to have a non working range that Choice and their repair contractor are both refusing to repair. This complaint has not been resolved.

Regards,

Business

Response:

We apologize for the frustration you have encounter with this claim. We understand that your unit has not been repaired as of yet, but unfortunately, the secondary failure on your unit is not covered under CHW policy. The service provider advised CHW that the baking element failure has caused the timer on the unit to short out. CHW policy does not cover repairs that are due to secondary damage; however, CHW did authorize the replacement of the heating element as it is a covered repaired under CHW policy.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: Last year 2014 march or april I call CHOICE HOME WARRANTY . I explained the problem I was having with the a/c they sent a tech to check the problem. The tech told them what the problem was CHOICE said they did not cover part so the tech put in coolant, a few hours after the tech left my home I discover I had a flooding problem I did not know where the water was coming from until I went into my attic and discovered the tech lefted items on the flow pipe to the a/c. I did not call CHOICE to complain. My problem is I call CHOICE for my a/c summer check. The tech came out and found a few problems and they won't cover anything! This is a worthless warranty company If you need your items repaired or replaced DON'T choose CHOICE HOME WARRANTY! They are the best for taking your MONEY and giving no SERVICE!!!

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 we had approved that one back in 2014, I do apologize that you had an experience with one of our technicians like that. Upon review of your policy, it does show that we were able to cover the following claims for you:Claim # [redacted] on 10/17/14 for your Plumbing System Claim # [redacted] on 05/07/14 for your Air Conditioning SystemWe are very sorry for the frustration that you had to deal with and I have placed a complaint about the vendor. 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. Best regards,CHW

Review: This company allows fraudulent repairs companies to work on customers houses. Choice Home Warranty's only goal is to deny claims. First repair person stated my washer belts were completely damage. Second repair person can and showed me the belts were in excellent shape.Desired Settlement: Provide me a replacement washer at value of $499.00

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, we were happily able to assist you with the following claims:Claim # [redacted] on 09/20/14 for your Washer in the amount of $232.63Claim # [redacted] on 08/17/14 for your Water Heater in the amount of $62.00Claim # [redacted] on 07/16/14 for your Dishwasher in the amount of $51.04Claim #[redacted]1 on 06/17/14 for your Water Heater in the amount of $180.00Claim #5[redacted] on 05/17/14 for your Air Conditioning System in the amount of $105.00We regret your frustration with the outcome in regards to claim [redacted] for your washing machine. Upon the technicians diagnosis, he concluded that the unit had secondary damage from the previous claim; stated that the unit had water damage and the tub seals leaked allowing water into the bearings on the unit. We requested a second opinion, in your best interest due to the fact that this technician did not seem confident in the diagnosis. We dispatched a second technician and he too found the same issue; water damage due to the seal leaking. He also found that the transmission was blown, the belt had oil all over it and the unit needs tub bearings.Per our policy, Section F. LIMITATIONS OF LIABILITY8. 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.19. 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. We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Review: Choice charged 105 dollars to my MasterCard 5-5-2015 and5-6-2015 and it was supposed to be 35.00.I called choice and Sam was supposed to fix problem and said he would call me back but never did. I called cancellation department and told them to cancel my account and reimburse me what they over charged the man on phone said he wouldn't do a Damon thing until I listened to him .I told him cancel and refund and he said don't call back here.They also took 35.00 off my debitDesired Settlement: Refund credit card and debit card .Credit card charged 105.00 Debit card charged 35.00.I want my refund of 140.00

Business

Response:

I do apologize for any inconvenience that this has caused. I do see that you called and spoke with one of our managers here and you were able to have the account corrected. I am very sorry if you had experienced any unprofessional behavior. CHW does not condone that type of behavior and we do apologize. We are happy that this situation had been corrected and if you should need anything further, please feel free to contact us.Thank you,CHW

Review: I purchased a CHW warranty in February of this year for $479.00. I made a claim may12th for my dishwasher that broke. The technician CHW stent said that the control panel shorted out causing the control board and wire harness to melt/burn malfunction . CHW stated that there contract doesn't pay for secondary damage as stated in 19F, "We are not liable for consequential, incidental, indirect, secondary, or punitive damages." I stated that a short in the Control panel that causes the dishwasher to break due to it's impact on the connected parts in the motor, isn't "secondary damage." They offered me $180 towards the repair of the control panel only. The technician said the total repairs would be approximately $375. I disputed their stated definition of secondary damage and pointed out that their contract does not provide a definition. They refused to budge saying I had had the first 30 days of the coverage to contact or question the contract . I explained that secondary damage is damage to other items, appliances, dishes, furniture or counter tops that may have been caused when the dishwasher started shooting sparks. They disagreed. I felt forced to cancel my policy for which I received a paltry $216.58, less than half of the cost after only three months. I will ow have to replace the dishwasher as the technician recommended that course of action versus the cost and uncertainty of getting parts for a repair. I also don't think I should have been charged a prorated fee and cancellation fee for canceling their bogus warranty.Desired Settlement: I want CHW to apologize and refund the cancelation fee and repair cost equivalent or cost to replace with like model dishwasher.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy I do see that you had placed 2 claims with us:Claim # [redacted] for your Dishwasher Claim # [redacted] for your Plumbing StoppageYour policy started with us on 3/1/15 and you paid $476.00. You placed your first claim for your plumbing stoppage that CHW paid $130.00 to the technician to fix on 3/21/15.Your second claim for your dishwasher that was placed on 5/11/15 unfortunately was not a covered claim as you pointed out, CHW does not cover secondary damage. We did however offer you in good faith a goodwill gesture of $180.00 towards the repair of the unit. I do see that you had declined this offer and had chosen to cancel your policy instead.Per our policy Section G. Cancelations, it states that if you terminate the policy pre-maturely you will be responsible to pay a $50 administration fee and you will be obligated to pay back what CHW paid in claims. The amount that we refunded you $216.66 is exactly what you paid for the policy with the fee’s deducted. Please see blow for breakdown of the cancellation. $39.67 for the 2 months that you had the warranty= $79.34 $79.34+$50.00= $129.34 $129.34+$130.00=$259.34 $476.00-$259.34= $216.66CHW gave you a refund of your policy in the amount of $216.66 on 5/13/15. We do apologize for any inconvenience that this has caused but we are unable to fix or refund you anything else due to your policy being cancelled and all funds have been returned per the agreement that you had received on 2/1/15 and started on 3/1/15. Best regards,CHW CHW

Consumer

Response:

I am rejecting this response because:The CHW contract does not define secondary damages. As a consumer I wouldn't question it's inclusion as my understanding is refers to damages caused to other areas, my dishes breaking, my floor being damaged, something that caught first when the dishwasher started shooting sparks. Not the short in my control panel being primary and the burning of the control box and melting of the wiring harness both part of the control panel being secondary and therefore not covered. The is bait and switch and fraudulent business practice. The definition applied by CHW, after the claim was filed, ensures that the customer will always lose and CHW will very, rarely fully repair or replace an appliance counter to the customer's reasonable expectation of coverage.I canceled my policy due to the unfair deifying and rip off on the part of CHW, in effect a practice of bait and switch. The refund was not satisfactory for the same reason the service wasn't. You charged me for two months or prorated coverage, but then forced me to also pay the plumbing repair. So I paid both to be covered and the cost of the repair that was supposed to be covered during the period I also paid for...

Business

Response:

Please read our policy Section 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.You chose to cancel the policy therefore you agreed to the terms set forth above. CHW did offer to pay half of the repair due to the fact that our policy stated that the unit was damaged and the part that we are able to cover was the main reason for the failure. We are not responsible for any issues that happen after the original malfunction happens.We do apologize that you are upset with this policy and that you are upset with our cancellation process. Unfortunately, we are unable to refund you any amount more than we have and we cannot change our policy. We do thank you for your feedback and again, we do apologize but there is nothing more that we are able to do for you at this time being that your policy has been properly cancelled.Respectfully,CHW

Review: We where told after a waiting time which we did we would be covered all the equipment and appliances in the house. We paid for 3 years within one week after we purchase this warranty we had air conditioning problems. We called and they sent out a representative he was very pleasant and efficient. The air conditioning firm called the warranty company and talked to one person then the owner of the company called and was told a different story. They said they would pay for the Freon to be replaced but not the leak in the coil supposedly this happened before the warranty went in place "so they won't place the claim". We closed this account because of dissatisfaction with the Choice 1 Home Warranty Company. They promised to return the money. Less any deductions of so called processing fees. I believe it when I receive it. Our account number # [redacted] we have decided not to do business with this type of company and hope other people will see this to not have the same problemsDesired Settlement: We desire no further contact with this company Choice Home Warranty. We also do not want any more e mails for this company. We hope that the public becomes aware of there business practices.

Business

Response:

I do see that you placed a claim for your AC 10 days after your policy started. Per the policy you must come into the policy with all units in proper working order. That is the reason for the 30 day wait period. I do see that you have cancelled your policy and we did give you a pro-rated refund as stated in the policy. I have also added your number and email to the unsubscribe list. 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, Section 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. As I mentioned, we have processed the refund to your credit card on file in the amount of $374.00Thank you for your feedback,CHW