Choice Home Warranty

Review: I called choice home warranty in March because my air-conditioner was blowing warm air. At that time I had Freon put in my compressor which they do not cover and I had the air conditioning contractor clean the unit. He cle air-conditioner was blowing warm air. At that time I had Freon put in my compressor which they do not cover and I had the air conditioning contractor clean the unit. He cleaned the coils inside etc. I called choice home warranty on June 10th because the unit was blowing warm air on June 9. Their AC contractor came out on June 11. He said the compressor needed to be replaced and sent pictures to choice home warranty. They got back with me today June 12 and told me that they will not be covering it because the unit was their AC contractor came out on June 11. He said the compressor needed to be replaced and sent pictures to choice home warranty. They got back with me today June 12 and told me that they will not be rusty and dirty and I told them it is an outside unit in Florida how do you expect it not to be dirty and rusty. And then he told me it was from lack of air flow because the coils were dirty and I said no I had the coils cleaned in March. He gave me excuse after excuse I told them it is an outside unit in Florida how do you expect it not to be dirty and rusty. And then he told me it was from lack of air flow because the coils were dirty and I said no I had the coils cleaned in March. And then he gave me a excuse after excuse as to why they were not going to cover it. I have maintained the unit I clean the air filter monthly I'm tired of all the complaints being the same poor maintenance poor maintenance and I have maintained the unit I clean the air filter monthly I'm tired of all the complaints being the same poor maintenance poor maintenance and maintenance. And then when they find out maintenance has been done there's a Nother excuse as to why it won't be covered I just want what is due me and nothing moreDesired Settlement: I would like for choice home warranty to follow through on their contractual obligation to fix something that is covered under my policy you that I have been paying on for a year. This is Florida weathe for choice home warranty to follow through on their contractual obligation to fix something that is covered under my policy you that I have been paying on for a year. r and you cannot be without an AC UNIT. I have read other complaints to the Revdex.com and they all say the same thing. I just want what is due me and nothing more

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy, I do show that you placed 2 claims for your AC. One in March and the second in June. The claim that you placed in March; claim # [redacted] the technician that came to your home stated that the “EVAP COIL IS CLOGGED AND RUSTED AND HAS RESTRICTED AIR FLOW/ COMPRESSOR IS RUSTED AND CORRODED AT BOTTOM AND LEAKING FREON” On 3/26/15 the technician gave CHW pictures to confirm this to be true. Please see attached for pictures. Per our policy, CHW does not cover leaks caused by rust or corrosion. Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.On 6/10/15 you placed another claim #[redacted] for your AC unit; the technician stated that “MUFFLER AND COMPRESSOR WERE RUSTED AND CORRODED. HE STATED THAT HE CLEANED THE EVAPORATOR COIL BECAUSE IT WAS COMPLETELY CLOGGED BUT IT WAS TOO LATE, IT HAS ALREADY DONE THE DAMANGE AND RESTRICTED THE AIR FLOW OF THE UNIT TO MAKE THE COMPRESSOR FAIL. “Again, this is not something that would be covered under our policy due to the fact that you did not have the maintenance done correctly or possibly not enough. Our policy strictly prohibits rust or corrosion as well as lack of maintenance. Please see 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.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We always want our customers to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration with these claims. CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.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 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: Had our refrigerator repeared by Jersey Appliance. I had to pay for the repair and Home Warrenty was to issue me a check for $148.52. I faxed the bill July 20,2015. They said the check would go out in 30 days. After 30 days when the check never came they said it went out and might be lost. I'd now have wait 90 days to reissue another check. If I wanted them to issue a check before the 90 days they said they would put a stop payment on the check and I'd have to pay a $ 30.00 fee. The reason I payed for the repair was that Home warrenty owed Jersey Appliance never recived payments from other jobs he done with them

Business

Response:

We do apologize for your frustration with this issue however we do see that the check that you are referencing was sent out on 07/14/15, we are not able to stop payment without charging the fee to cancel the check if it is before 90 days. Since you did receive the first check that we had sent to you in the amount of $300, we do know that we are sending it to the correct place.We would be happy to reissue the check to you providing that 90 days has passed or if you would like to pay for the cancelled check and then we can reissue it.Thank you,CHW

Consumer

Response:

I am rejecting this response because: the repair man that repaired our refrigerator wasn't getting paid for the work he did here plus other places. I spoke to customer service about him not being paid more then once and each one gave me a different reason why he was't paid yet. We never have any problems with our mail being lost by which I already recieved two other checks from them. By looking at their track record I do not believe the check is lost.

Business

Response:

We have contacted the Service provider about your claim that he stated he has not been paid and we will speak to him about the contract that they have with us. Our providers do have a different contract that they signed up with our company with and they are advised on how to submit invoices to us to receive payment and when payments will be paid.In reference to your check, we have verified that the check was sent out to you and will be happy to provide another check to you. We would have to charge you a fee to cancel the first check since it is before 90 days or we can wait the 90 days and reissue a new check at no cost.However you would like to proceed is fine with us. We do thank you for the concern with the provider and again this issue that he has brought to your attention will be handled with their direct contact with our company.Respectfully,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: 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: 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: We had a contract with Choice home Warranty (CHW) from september 2015 and my water heater recently started leaking due to a busted anode and when I called my home warranty I abided by their rules to go with the technician they proposed. Their technician came and just did a visual check and told me the water heater was busted and it had to be replaced so I contacted CHW immediately and was told by them that the warranty does not cover it. I asked them to mention the explicit reason and mention why the coverage does not cover it. They promptly just closed the claim without even stating the reason [see attached screenshot] . I called them up again and asked them how they can close the case without giving me the exact reason to which I was given a response that the tank is not covered so I asked them to send me the technicians report to which they responded that the had not received it yet. So basically they had already decided to close the case with a canned answer even before they got the report. Anyway since I caught that glitch they acted like deer in headlights and said they will reopen the case and a day later they gave me the same canned response and when I prodded a little more they gave me a bogus response that the inner glass portion inside the tank was broken. Now how any technician can deduce that from a visual inspection is beyond me unless they have Xray vision. Please view the image of the leak area which is clearly the busted anode. I went ahead and replaced the water heater and tried reasoning this out with the warranty company which by the way itself is prohibited due to their historical fraudulent practices. They are unethical to the core and even after the court ruling them NOT to use the word warranty in their advertising and contracts they still do the same. Their sales team gave us a pitch that everything under the sun is covered and fully replaceable but sadly their contracts include every possible item in the exclusion list . No more room to adDesired Settlement: I would like Choice home warranty to honor the warranty and pay me the full replacement charge of $1500 which I currently have to bear

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]As explained to you, this failure was due to the tank and CHW doesn’t provide coverage for the actual tank. Please see Section D. Coverage #4 under the exclusions. Also, as we explained if you felt that this was not a proper diagnosis, you can contact the technician or another technician to provide a second opinion.CHW had offered you a full refund of your policy regardless that we had paid for $275.00 of in claims. We are offering you a full refund due to the fact that you do not agree with the outcome of the claim, hence the policy. We have provided options for you and once you have decided what option you would like to use, please feel free to contact us as it is documented in your claim that the offers were made. We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,[redacted]CHW

Review: On Friday January 15, 2016 I contacted Choice Home Warranty who I have had coverage with since 2012 to advise them that my furnace was not heating correctly. They advised me that they would assign a contractor and email me the information so I could contact them and make an appointment to have my furnace fixed. Six Hours later I had still received nothing form them. I called back and they finally sent me the information for JP Mechanical in South Charleston, WV. I called them and left a voice mail with my contact information and details of the problem I was having with my furnace. Do to the severe weather we were experiencing I did not expect anyone to come right out just call back and acknowledge my message. On Sunday January 17, 2016 I still had heard nothing from this contractor. I called back to choice and they advised they would try to locate another contractor. Monday January 18, 2016 I had still heard nothing and by tis time my furnace had completely quit working. I called choice back and they continued to give me the run around. I told them I was going to find someone myself and they stated they would email me a form I could fill out to be reimbursed for some or all of my out of pocket expenses. I never received this form even after calling and asking for it several times. Finally on Tuesday I contacted a contractor who came out and looked at my furnace. It was irreplaceable and had to be replaced at a cost of $2500.00 I also called Choice to cancel my contract they once again offered to send me a form to be reimbursed I once again never received it.Desired Settlement: I would like to be refunded for the last 12 months bills I have paid Choice Home warranty at a rate of $38.00 a month. And be reimbursed part or all of the out of pocket expense I paid out to have my furnace replaced and was suppose to be covered under my home warranty according to there contract.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that you had with CHW, we do see that you are familiar with our reimbursement process. We also see that the customer service department did explain to you the process as well. If you are to use your own technician, they must call our authorization department to provide to us a diagnosis for the unit. We must provide authorization for you to be reimbursed and it would be processed at our cost if it was a covered claim. After reviewing the claim that you placed on 1/22/16,we do see that we dispatched JP Mechanical INC HVAC to your home but they did not service that area. We do also see that we asked if you would like to use the reimbursement option and you had agreed. We did go over the process with you and explained again that if the technician does not contact CHW before any work is completed, we will not reimburse for anything as it is stated in our policy in Section C. Service Calls #3.On 1/25/16 CHW emailed you a reimbursement form two times once at 12:59pm and the next time we sent it was at 7:50pm. We always advise to please check your spam folder as some of our emails do get caught in the SPAM. We did not receive the form back from you and we did receive a phone call from you and not the technician stating that you paid a specific amount. On 1/26/16, we had offered you a goodwill gesture of $400 without even receiving the diagnosis from the technician. This was based upon the fact that you had been with us for so long and we wanted to assist but we cannot provide the amount that you had requested due to 1. We did not receive a diagnosis. 2. We did not know what the failure was and #3 the amount that you had requested was over the CAP of the policy.You did cancel your policy and declined our offer of goodwill of $400. Unfortunately, we would not be able to process any type of good will gestures to you since you have cancelled the policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This business is a fraud they are flat out lying in several of there statements. They did tell me how the reimbursale worked but never sent me the form or told me I could print it from there site. They continually told me they were looking for a new contractor and never dispatched one. It was out of desperation and being cold that I contacted a contractor myself and paid out of pocket. They do not hold up to there contract and talk in circles to make you think they are actually helping you when there not. I hope something can be done if not for me for the other people who are gonna get RIPPED OFF by this company.

Regards,

Business

Response:

Dear [redacted]We do apologize for any frustration that you have had with this claim, we do see that CHW has helped you on prior claims that you had with them. In reference to this claim, since your policy has been cancelled we are not able to provide you with a goodwill gesture but you cancelled it prematurely leaving CHW no options to assist you. Our policy states in Section C. 3. We have 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. We did not receive any information that you had your own technician until you had the unit fixed.We do regret your frustration however CHW is in full compliance with the terms and conditions of our policy. Thank you,CHW

CHOICE responded to my request in a timely manner and the assigned contractor contacted me immediately. My claim was approved within 1 day if the contractor's inspection

When our heat went out it was terrible timing but choice was very helpful in making sure that it got fixed in a timely fashion. We had an outside contractor fix the problem and choice was still good about reimbursement once the job was complete.

I was very happy with the service I was given from choice home warranty.they couldnt fix my microwave it was too old so they sent me a check. and with that I purchasesd a new one .im very happy with the service. thank you

I only used this company once, however when I call it was no wait to speak with someone and they got the company to call back within 3 hours to set up a service time. When the work was done they called to make sure I was satisfied and said if I needed any further assistance please call back. This far I am very please with my switch from [redacted].
I rate this team Excellent!!!!

I got this plan on recommendation of my realtor. Used it several months after move in, as one fan stopped working. Was told to get fan , they would reimburse, so got cheap fan to replace beautiful oak/bass broken one, as paid up to $79. NEVER got the money back. Had to call twice to get electrician to come. Emailed since to say, never got $$ back, told to send another copy of fan $, still NO reimbursement. Friend could have purchased cheaper fan, installed for FREE, so this cost me money, not saved. Called again, regrigerator leaking, they do not cover leakes. Have to wait til food spoiled, then they will look at it. ??? Now my plumbing is slow in bathroom, not sure if dare call on that. Disapointed my realtor led me astray.

Absolute worst custmer service experience. Escalated to the "highest ranking customer facing supervisor, [redacted] ID#[redacted], who told me that I would have to wait 5 days for repair to my dishwasher. That the dispatch team could not do a better job at this time, and I would just need to wait. When I asked for an additional supervisor, [redacted] told me that he would not further escalate this and if any thing changed someone would contact me. Bottom line is 5 days for the contractor to come out and repair. [redacted] was rude, and stating over and over that this was the way it was and did not know what else I expected from him..I truly have never experinced such a level of unprofessionalism and service. I will be canceling this service and using my go to local team of contractors who are dependable, and professional. DO NOT USE THIS SERVICE...HORRIBLE CUSTOMER SERVICE!!!!!!! [redacted] you really should not be customer facing...your skill set is not servicng customers or helping solve for issues...

Paid for a 3 year contract with them and have been totally disappointed with their service. We have called ... they tell us that it's not covered. Big mistake ever to get a contract with them. Also rude on the phone.
Our oven would not work and they said unit was no longer available. In the contract it said they would replace it if they could not fix it. They did not . They offered a very small amount for cash settlement instead. Had to spend an extra $800.00 Also drop in cooktop quick working and of course we were told that's not covered either. Feel like we have been totally taken advantage of.

Whatever you do, do not choose this company! I had a claim for refrigerator repair. The person sent was someone who wanted to be compensated "on the side" and offered to get a dishwasher for me and I give him the $60 service charge! I had no agreement with him for such service and he came and banged on my door repeatedly, called me at 10:30, 11:00 pm. When I called the company re: his behavior, I was talked to in a rude manner and told they are independent contractors and they can do deals on the side. The reason I had a warranty company was just for that reason, to have someone oversee the contractors. They will not do that. You are on your own with this company. I cancelled the policy following this interaction. Today, my refrigerator is not cooling and I called then as it has not been 30 days. I was again rudely told since I cancelled the policy, they would not do anything about a claim I had when I did have a policy. These are the rudest, most incompetent people you will ever deal with. In other words, DO NOT GET A POLICY WITH THEM. They are horrible!

The company is unorganized. Dishwasher doesn't work call Choice home warranty for repair service. Took two days to get back to me after husband recalled and was told online request wasn't received, but website said received successfully. Tech came out over a week ago was in home for a hot second ask $45.00 and said he had to order the part. If Choice Home Warranty had ask for the serial no. AND model number instead of the brand name of dishwasher just maybe my dishwasher may be working by now. Mine u I told them the detergent part didn't close.

Review: We contracted in 2014 for insurances servies to cover appliance repair, and paid over $1000. Our 4 year old Maytag dryer broke in mid-March and we are still waiting on the repair. CHW's vendor lied and never ordered the part. We are in our 6th week of not being able to do laundry. I want my dryer fixed immediately and I want reimbursement for the cost to launder our clothes outside of the home.Desired Settlement: I want the dryer fixed and I want $350 for compensation to launder our clothes elsewhere for 6 weeks.

Business

Response:

We do apologize for any inconvenience that this claim has caused. We are happy that we were able to come to a mutual resolution with you in regards to this claim.

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.

There is an affidavit that my husband will sign, have notarized and send back to the business. This affidavit states that we will receive a settlement within 30 days, subject to closing otu this claim. I would like to reserve the rightto re-open this claim in the event the settlement funds are not received. Thank you.

Review: I called last month about my A/C not working. I had an A/C company and come to inspect the issue but they stated that my condensing unit is not working, clogged. Choice Home Warranty agent said that they will not fix this because not servicing was done. I told the agent from Choice Home Warranty that of course a condensing unit would have rust since it is exposed to the elements. My A/C unit is 15 years old so I thought I should cover myself with coverage. I paid for a service that they do not provide.

After being so horribly treated and once I learned about all the restrictions the company has, I decided to just cancel the policy. I called them on 7/1 and cancelled the policy with 30 days of the renewal of the policy so that I can get full refund - $50 Admin Fee. My policy was renewed on 7/7/2013. My Annual warranty policy fee was $375/ year so I should be getting $325 refund. On 7/9 I got a refund of $193.75 without any explanation of reduced amount.

So, I'm contacting Revdex.com with following complains.

1. I paid for a service that they do not provide.

2. I did not receive the full refund. I'm looking to get a full reimbursement minus the $50 Admin fee (as stated in the contract) = $325Desired Settlement: 1. I'm looking to get a full reimbursement minus the $50 Admin fee (as stated in the contract) = $325

2. Scam Alert for this company.

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.

Per your resolution request CHW has agreed to reimburse you the additional $131.25 back to your card on file. This credit should reflect your statement within 3-5 business days.

Thank you.