Choice Home Warranty

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 # ***, for your air conditioning system Upon diagnosis the technician stated that your system experienced a premature compressor failure Unfortunately, this is not a wear and tear failure Please see section below:ACOVERAGEBecome inoperative due to wear and tearAlthough this is not a claim covered under our policy, we value you as a costumer and would like to offer you a good will gesture of $to help you with repairs and resolve this complaint Please contact our customer service department to accept good will offer.The details of your situation are not representative of the 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

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 # ***, for your air conditioning system Upon diagnosis the service provider stated that due to lack of proper maintenance has caused the compressor to fail Pictures confirmed that the condensing coil is clogged and the fins are bent restricting air flow; causing excessive pressure on compressor Unfortunately, CHW policy does not cover failure due to lack of proper maintenance Upon review of records that you provided, only one record was sent in which stated that your unit had Freon added on March 12, 2014, before your CHW policy was active Air conditioning systems are sealed systems that would only require Freon if a leak is present Since the Freon was added before the policy took effect it is evident that the unit was experiencing problems before the policy was in effect Unfortunately, CHW policy also does not cover failures that are pre-existing to the policy.Please see below section:FLIMIATIONS OF LIABITYThe following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditionsWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacementWe will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.The details of your situation are not representative of the 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

Complaint:***
I am rejecting this response because:As I read the contract, I read it as saying it will not repair the storage tank ie..weld the leak, thus leaving no option but to replace the tank and /or replacing itThey did neitherLeaving me with no hot water and a water heater left disconnected from the water line and electric by the plumber sent out to repair itFurthermore I removed the waterheater and have not found any leaks coming from the tankIt appears the leaks are from the heating elements
Regards,
*** ***

We regret your frustration in regards to this claim The information provided by the service provider stated that your water heater was leaking from the main storage tank Unfortunately, the main holding tank is not covered under the policy Our records indicate that per your request, your policy was canceled on 9/24/14, voiding all open claims.The details of your situation are not representative of the 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

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home
Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .Upon review of your policy #*** that started on 3/30/and the claim for your garbage disposal that you placed yourself online on 3/23/15- claim number *** When *** Plumbing LLC came to your home to diagnosis the unit, they stated that the unit had a lot of failures and these types of failures could not happen within the days of your policy beginning. Please see Section ACOVERAGE Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage 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 homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. We are very sorry for the frustration that this claim has caused you; we do see that you have chosen to cancel with us ( 3/26/15) Therefore we would not be able to assist you with the cost of the repair that you had completed.The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has caused Best regards,

I am rejecting this response because:
The claim was placed in October. I had to call you to get the service technician to contact me in which he only left me a message stating the part was on order. Another whole month passed by all of October, November and most of December passed and I had contacted choice home warranty and this was never resolved. You violated your contract by stating in it that you would provide quality service technicians. This was not a quality service technician since I was never contacted by this person only after I called CHW and still after that no response.I had to pay to have my laundry done. I had to buy a new washer because it was costing me more to go out and wash my clothes. I canceled my policy because you did not hold up to your bargain to pay me $even after I waited almost three months for a pump. When I spoke to a male in your cancellation department all I received was a threat to pay the policy or I will be taken to collections. This by the way is a violation of the Fair Credit Reporting act. I had been a client for a long time for CHW and paid my policy monthly of almost $40.00 To have you pay $for a washer after I have sent you thousands over the years is more than reasonable

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 # ***, for your plumbing CHW tried to secure our customer’s the first available appointment However, vendors are responsible for scheduling All CHW vendors are aware of CHW payment policies I can assure you that all of CHW vendors are paid for all work authorized by CHW.Our records indicate that per our request, your policy was canceled on 10/17/ Please see below section:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:Nonpayment of contract fees;Nonpayment of Service Fee, as stated in Section III;Fraud or misrepresentation of facts material by You to the issuance of this contract;Mutual agreement of Us and YouIf canceled after days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $administrative fee and any service costs incurred by Us All cancellation requests must be submitted in writing. The details of your situation are not representative of the 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

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 # ***, for your heating system Upon diagnosis, the service provider stated that your unit’s blower wheel became unbalanced and damaged bearings on the blower motor He also stated that this caused excess pressure and vibration from the bad blower wheel that is causing a Freon leak The technician pointed out that with proper maintenance damage to the wheel would be seen and all damage could have been prevented Unfortunately, failures that are due to lack of maintenance are not covered under the policy Please see below:We are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the 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

I am rejecting this response because:CHW's policies are not explained at the time of purchaseThere is a class action suit against CHW for exactly the problem I'm havingTheir are only two acceptable solutions1) refund my warranty because CHW has no intention of paying a claimTwo claims filed...no payment on either2) pay the claimThere will be no further discussions or negotiations on my partGovern yourself accordingly

We apologize for the inconvenience this claim has caused you Per CHW cancellation policy, consumer’s that cancel after the first days are entitled to a prorated refund minus $cancellation fee and any services fees incurred by CHW.Please see below:LCANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturerThis is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first days of the order date for a refund of the paid contract fees, less a $administrative fee and any service costs incurred by Us. However, in light of good customer service, CHW is offering to not prorate you refund and waive the $cancellation fee CHW will only deduct the fees incurred The refund amount would be $ Please contact CHW to accept this refund.The details of your situation are not representative of the 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

I am rejecting this response because:They are keep saying the same thing again and againThey saying that my inspector said that water caused the damage and I am saying that my inspector is alive right now and denying what they are sayingMy inspector never told them water was cause of the damageMy inspector told them that water might or might not have caused the damageNobody can say that water was for sure the cause of the damageThey can call my inspector again and listen clearly what he is saying

We apologize for the frustration you experience with this situation Our records indicate that the refund due on your policy is $ However, to resolve your dissatisfaction the cancellation department refunded an extra month of coverage to your credit card.Please find the refund details below:Purchase price: $($per month)used portion of policy : -$93.75authorized amount: -$60.00cancellation fee: -$50.00Refund: $171.25However, to resolve you dissatisfaction they refunded another month of service ($31.25) totaling a refund of $202.50.Please feel free to contact us with any further questions.Best regards,CHW

Complaint: ***
I am rejecting this response because:I paid to have my own contractor come out and look at the unit and he stated the units condition is in no way reflective of being poorly maintained on my partI stand by my conviction that Choice is simply denying the claim, using technicalities as a cloakThis, based on other customer reviews, seems to be their operating procedures They base their decision on one service technician and a few photosThe technician they sent to begin with did not seem to know what they were doing, replacing different parts before saying they could not fix the issueI stand by my original complaint and seek reimbursement of all fees and co-pays as I received no service from Choice in return
Regards,
*** ***

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 #***, for your water heater on 12/22/ Upon receipt of your invoice for repairs, the receipt stated that repairs were done on 02/25/2014, months before the claim was entered Unfortunately, per CHW policy, prior authorization is need for reimbursement Please see below:CSERVICE CALLSWe has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.The details of your situation are not representative of the 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***0, and find that this resolution is satisfactory to me
I need the $mailed to me as I canceled that credit card. I still think you should fix my equipment due to I had coverage with you

I am rejecting this response because CHW has provided an untrue and response to the Revdex.com of New JerseyThey state " Upon diagnosis, the service provider (their in-house representative and to whom to look to for direction) stated that the heat exchanger is cracked due to a lack of proper maintenanceHe explained that cracks develop when the burners are not clean of rust and debris." They go on to say "CHW policy does not cover failures that are due to a lack of maintenance."They problem with this answer by CHW is that it is absolutely untrueI have spoken today (Wednesday 12/3/14) with the Service Technician they dispatched to my homeHis name is *** ***, HVAC Engineer and owner of Precise Heating and Cooling (***@yahoo.com, ***)Mr*** stated clearly to me that he did not say that the problem of a cracked heat exchanger was " caused due to a lack of proper maintenance." In fact he stated that the unit itself appeared relatively clean and maintained for a piece of equipment years oldHe confirmed to me that he stated this to them on his initial call to them on Monday 11/when he presented his findings and in a subsequent call to them when he learned that they denied coverage for the reasons outlined above. Mr*** is available to collaborate the facts of what he said to Choice Home Warranty to the Revdex.com of NJI encourage you to contact himHe is aware that speaking publicaly may risk further referrals to him by CHWHe has gone on the record to dispute their assessment of what he said as a direct result of their misleading and untrurthful representationsAny additional help you can provide would be greatly appreciated towards resolving this matter with CHWThank you-
Regards,
Rick Popowitz

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 # ***, for your heating system Upon diagnosis the service provider assigned by CHW stated that your unit’s control board has failed due to water damage You did not agree with this diagnosis and had a second opinion technician check your system The information we received from your technician stated that there was obvious water damage to the system and board Unfortunately, CHW policy does not cover failures that are due to water damage Please see below: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 pressureThe details of your situation are not representative of the 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

I am rejecting this response because: The coil that the service provider installed that CHW sent is not under manufacturers warranty anymore since it has already been replaced by a new one and it is now damaged. This is just another way for CHW to screw over their customersI will be contacting CHW today to discontinue my service with themAlso they did not say anything about this when I purchased my warranty on how I was told that my air conditioning units would be 100% covered as told by the sales representativeIf he had told me straight up about the manufacturers warranty I would not have went with CHWThis business is a scam and people need to know it before considering purchasing an agreement with this business

I
Complaint:***
I am rejecting this response because:
They did not address refunding my $money for the warranty nor address the lies I was told which made me switch my warranty company in the first place I want a full refund sent ASAP and I will sign nothing that states I won't take further action I WAS LIED TOY A SALES PERSON REPRESENTING THE COMPANY AND THIS COMPANY MISLEADS POTENTIAL CUSTOMERS BY GROSS MISREPRESENTATION I want my money back and the $I had to pay for a new water heater that was previously covered!
Regards,
*** ***

I am rejecting this response because: The only people to work on this unit were the Techs that they sentI was not allowed to select the Tech and he did not answer to meThe parts installed by the previous Tech were the wrong partsChoice's fault for not verifying the parts that they usedThe other parts change just stopped working due to wareThis can be verified by contacting ***'s Plumbing, who is their TechThey are only trying to hide under complicated words and phrasesThey are responsible for wareI am waiting for the detailed bill from ***'s and will post it when it arrives by mail