Choice Home Warranty

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

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 have had this contract since May. My range went and they cannot find a replacement part. I paid the technician the required $45 dollars for his service call. They are going to take 30 days to send me $275 to replace my glass top range (over $1000 and less than 2 years old) ????? Its not so much buying a used one for $275 its the 30 days. 10 days before christmas and no range? I do not have the money to lay out of pocket as I am a disabled vet with a small monthly income.Desired Settlement: I want a check fast and reimbursement for the $45 dollars as the tech didnt even do anything?????

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 claim we do see that we have provided a check to you in reference to our policy Section F. Limitations of Liability # 9. That states “ We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.”Our checks do take 30 business days to process and since the authorization was placed on 12/14/15, you will be receiving the funds 30 business days from that date. We do regret any frustration with this claim and we do look forward to assisting you in future claims.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Review: After receiving no less than 300 emails from Choice Home Warranty, I was convinced to purchase a home warranty with them. The warranty was purchased in October of 2015 and went into effect November 21, 2015. On approximately November 26, 2015 the heater in the front of our home quit working. I waited a little while and then decided to file a repair claim on December 2, 2015. Today, the home warranty company declared the issue "pre-existing" and refused to cover $375.00 in repairs although when we signed up for the warranty we were only told that there was a 30 day wait period, not that repairs wouldn't be covered when needed. In fact, they knew the age of my home when we purchased the warranty. Therefore, I called them and even spoke to the escalation department and they won't do anything. This is all after we already paid the contractor a $45.00 co-pay. I have read the numerous complaints that have been filed against this scam artist company and realize this is done to consumers on a quite regular basis. Please do something about these scam artists.Desired Settlement: I would like Choice Home Warranty to cover the $375.00 we will now have to pay out of pocket to have our heater repaired.

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 heating claim, we do see that your policy began with us on 11/21/15 and you placed your claim on 12/2/15; stating that the unit last worked on 11/25/15. The technician stated that the end switch on the inducer motor was open and it needed to be replaced. It was explained to us that an inducer motor takes time to fail and that this failure could not have happened within the time frame of which you had your policy. Since you stated that the unit stopped working only 4 days after the policy began.Please refer to your policy and see section A. Coverage #3 that states that all units must come into the policy in proper working order. We urge all customers to take the 30 day grace period to review their policy and contact us with any questions that they might have. This grace period is also the time that you should have all the units checked in your home and ensure that they are in proper working order for the start date of the policy as stated in Section A. Coverage #3.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I purchased the warranty in October 2015 and my heater was working fine. I also had maintenance done on the whole system by NV Energy in recent years and the units were working fine. I turned my heat on in November again as we had a cold snap. It came on but when it went back off it didn't come on again. I tried it a few times then called to have it fixed. Choice did not honor the warranty and I had already paid the first month's premium! I had to fork out 375.00 to get it fixed when I was promised "peace of mind" by Choice. Choice owes me $375.00! That is the only resolution I will accept.

Regards,

Business

Response:

Dear [redacted]CHW’s policy states that all units must come into the policy in proper working order. The fact that the inducer motor failed within the first month of your policy being in effect would show that the unit did not come into the policy properly.You chose to cancel your policy with us and as a goodwill gesture we provided you back the last month’s payment of $37.50. The total that you paid for this policy was $75.00 and with the last payment being refunded to you, there is a balance of $37.50 that you paid to us. We are not able to provide you with the funds for the repair since it is against our policy but we are willing to provide you with the refund of $37.50 for you to have a full refund of your policy.We have documented the system with the offer that we have made, if you would like to accept this offer, please contact us or respond to the complaint.This is a good faith effort to satisfy this complaint and CHW is going above the normal procedure since this account has been cancelled. Best regards,CHW

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: 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: 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: 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 have been a customer of Choice Home Warranty company for many years. In March 2015 I requested service for a plumbing issue. A plumber was dispatched who worked on the issue and declared it corrected. That plumber billed me for an additional $175.00 over the CHW customary fee. I reported this irregularity to CHW and was instructed that this fee was not appropriate and to stop payment on the check to the contractor. This morning I called Choice to theory that the work the plumber did had fallen apart and to request resolution. I was told that my policy was cancelled on April 6. I did not request my policy tone cancelled and do not believe I should be forced to wait 30 days for a new olive to kick in before this problem is resolved. IDesired Settlement: rRetroactive reinstatement of policy and immediate service to correct shoddy work.

Business

Response:

Upon review of your policy that you had previously with CHW, the policy was cancelled due to the fact that the technician had charged you for a separate issue that was not covered under the policy. You did not pay that fee and therefore CHW had to take the cost. Your policy was cancelled for the non-payment for that charge, it was not authorized by us. Secondly, it has been 4 months since that claim and although it might have failed we are not able to send a tech out to have it repaired. Your new policy with us is the same as previously and this would be a pre-existing issue to the new policy. Since the policy has started over, Section A. Coverage states that all units that come into the policy have to be in proper working order.CHW cannot cover the repair for the issue you had prior to this new policy, if you would like a full refund of the new policy we would refund you for that. We do apologize for any frustration that this has had on you. Please contact CHW for a full refund of the new policy, if you so choose to. If not, your policy will start in 30 days and again all things have to come into the policy in proper working order.Thank you,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

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.

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: Choice sent over a number to call a technician which they didn't answer their phone for 2 days. Even choice couldn't contact him. He finally showed up, did a 10 minute evaluation and left. He never handed his diagnosis to choice and no authorization was given. The technician once again did not answer his phone and Choice couldn't contact him either so they sent another representative. This repairman found the same problem and sent his analysis over to Choice. They told me that this is too soon in the contract to have this failure so we're denying you.Desired Settlement: I would like either my dryer fixed or a full warranty refund.

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, we see that your policy had started on 10/8/15 and your claim was placed on 10/13/15, you had stated that the unit was working “last week”. As a goodwill gesture, we sent a technician out to your home at no cost and the technician advised us that the control for the user interface with the push buttons would not work, per the technician this failure would take longer than a few days that the policy was open to fail.Per our policy, Section A. Coverage #3 states that all units must be in proper working order on the start date of the policy. Please see Section 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.If you would like to cancel your policy, please contact us as we would then follow our policy Section L. Cancellations.We do apologize for any frustration that this claim has caused you, we have added the one free service call back to your policy as a good faith effort but we are not able to cover this claim for you. CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Consumer

Response:

I am rejecting this response because: I understand and respect your agreement. When I purchased this protection, it was over a month before the breakdown occurred. The unit was working at 100%. There were no problems at all with the dryer. Normally things break down with time, and this dryer did. I've never once claimed that this dryer was brand new. As far as yours and my knowledge goes, this machine was operating at 100%. Common sense can tell you that sometimes things just happen. This is one of those times. I called to cancel my contract and they wanted to charge me approximately $200. I would like either a full refund or my machine fixed.

Business

Response:

,I have sent you an agreement to have the remainder of your funds released back to you. Since your policy has been cancelled and CHW did provide you with a refund of $367.12 and since you had paid a total of $455.04 the balance of the funds would be $87.92. Even though CHW paid $85.81 towards your policy, we are willing to provide you with the remainder of the funds that did charge you for canceling per the terms of our policy.Kindly send the release back to me and we will be happy to provide you with the funds.

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: 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: 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: 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 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: I brought a new home in April of 2015 and the real estate agent suggested we use Choice Home Warranty. I called and spoke with someone about the coverage and paid $1125 for a three year contract and one month free with the first service call fee free and all others $45. My heat pump stopped cooling on 5/23/2015. The unit was working fine up until that date. I called Choice and requested service. They put me in contact with [redacted], LLC. I contacted them to set up an appointment and they said they wouldn't be able to come out until Tuesday 5/26/2015. Tuesday morning came and I called the contractor and as for an eta of arrival. He said it would be in the afternoon. The afternoon came and no call, no show. I called Choice and they called the contractor to see what time he would be out and he told them between 7pm and 8pm. 8pm came around and no show. I called Choice the next morning and requested a new contractor. Two days later he was unable to come. So Choice finally sent a third contractor and he said there was a leak in the system. Choice denied my claim saying that they believed the leak happen prior to my contract. I contacted the cancellation dept to cancel and a rep named Sarah offered me $400.00 towards the repair to stay with them. I accepted the $400 and paid the difference. Two weeks later my deep freezer stop cooling. I called and they sent a contractor out and he said the compressor was locked and that they didn't make the compressor anymore. and that the whole unit would have to be replaced. Choice denied the claim stated they believe the compressor was already bad before I got my policy. I called the cancellation dept to cancel because I felt I was being ripped off. I spoke with Sarah again and as I was trying to explain to her the situation she kept over talking me and being rude. I became angry and ask for a supervisor and she hung up on me. I called back and she put another guy on the phone. I told him the problem and ask for supeDesired Settlement: I would like a full refund of $1125 due to the company denying all of my claims and all the trouble I had to deal with from the beginning to get someone to come out and repair my heat pump. The unprofessionalism and rudeness of the cancellation dept. Sarah the rep hanging up in my face and lying to me and over talking me. John S[redacted] the supervisor that finally came to the phone and didn't want to hear a word I had to say. John was very rude also and unprofessional. I felt like a dog once they finishing talking to me. They over charge me administrative fees and service fees. All this took place on 6/10/2015. Please go back and listen to the telephone conversations. Business with this company was a pure disaster. I have never in my life been treated so badly!!!!!

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 began on 05/22/15, I do see that you placed a claim the same day as the claim started. This claim was not covered due to the fact that the unit could not have failed within the same day that the policy started. Although we did advise you of this, 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.W did go a head and give you a goodwill gesture of $400 that you accepted.On 06/09/15 I do see that you placed a claim for you for your second Freezer and we did advise you that it was not covered due to Section A. Coverage #3, stated above. You had requested to cancel the policy and that is what we did. We gave you per the policy a pro-rated refund. Per the 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. All cancellation requests must be submitted in writing. The amount that you paid CHW has a deduction of paid claims and an administration fee. I do apologize you are unhappy with this refund but it is correct per the policy.I have requested that our Quality team review the recording of the conversation and this will be handled as well. Thank you for your feedback.CHW

Consumer

Response:

I am rejecting this response because: My contract policy states the administration fee is $25 not $50. If need be I can scan the contract agreement to you all where it states $25. Plus you all charge me a $60 service fee on my refund and it's suppose to be $45. My lawyer also said you all prorated my refund at what you all are charging now and It's suppose to be prorated at what I paid, which was $1125 for 3 years. Which is $31.25 a month, not $50 which you prorated my month of service with you all. The company has unprofessional and unsatisfactory business practices. I need a refund of $560.00 or my lawyer will be forced to take further actions. I have included a copy of the contract I was mailed.

Business

Response:

For both of the claims that you had, the service call fee was $45.00. Your refund was correct, you pay for claims that you had covered or that were given to you as a goodwill gesture as the policy states plus an administration fee of $50. Please see our policy below.L. CANCELLATION This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for: 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. 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