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: 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

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

Business

Response:

I do see that you placed a claim for your AC 10 days after your policy started. Per the policy you must come into the policy with all units in proper working order. That is the reason for the 30 day wait period. I do see that you have cancelled your policy and we did give you a pro-rated refund as stated in the policy. I have also added your number and email to the unsubscribe list. Please see section A. Coverage #3 Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, Section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. As I mentioned, we have processed the refund to your credit card on file in the amount of $374.00Thank you for your feedback,CHW

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

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with the outcome in regards to claim # [redacted], for your Septic system placed on 4/26/14. Per your request, on 5/14/14 CHW emailed you a reimbursement form to complete and return for review for reimbursement on this claim. The email we have on the account is [redacted]. On 2/3/15 we received correspondence from you in regards to not receiving the reimbursement form that was emailed. We resent the document to the email on file. CHW did not deny your claim, the reimbursement from with proper documents was never sent in for review. Per your request, on 2/9/15, your CHW policy was canceled. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I never got the form email to me as of this date. I would like the form mail to me so I may be reimbursed any expense during the time my policy was active and a claim was filed.

Regards,

Business

Response:

Per your request, CHW will be reimbursing you $125.00 for the cleaning of your septic system.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

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

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

Regards,

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

Business

Response:

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

Consumer

Response:

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

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

Regards,

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

Business

Response:

Dear [redacted],

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

to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously.

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User

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

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

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

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

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

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

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

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

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

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

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

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

4. You will pay a $45 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by our approved service provider,

except as noted in Section C (5), and is payable to our approved Service Provider at the time of each visit. The service fee applies to each call

dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied.

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

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused.

We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

Business

Response:

Dear [redacted],

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

to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously.

Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User

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

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

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

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

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

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

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

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

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

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

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

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

4. You will pay a $45 trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service Fee is for each visit by our approved service provider,

except as noted in Section C (5), and is payable to our approved Service Provider at the time of each visit. The service fee applies to each call

dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied.

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

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused.

We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

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

Business

Response:

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

Consumer

Response:

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

Business

Response:

Please read our policy Section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.You chose to cancel the policy therefore you agreed to the terms set forth above. CHW did offer to pay half of the repair due to the fact that our policy stated that the unit was damaged and the part that we are able to cover was the main reason for the failure. We are not responsible for any issues that happen after the original malfunction happens.We do apologize that you are upset with this policy and that you are upset with our cancellation process. Unfortunately, we are unable to refund you any amount more than we have and we cannot change our policy. We do thank you for your feedback and again, we do apologize but there is nothing more that we are able to do for you at this time being that your policy has been properly cancelled.Respectfully,CHW

Review: I have a contract with Choice Home Warranty that became active on 8-29-15, 30 days after the purchase date. On 9-10-15 I filed a claim when I noticed new water on our ceiling tiles in the basement. The assigned technician came out and diagnosed the problem from our toilet plumbing that the wax ring was leaking and further that the plumbing under the toilet corroded and needed to be replaced as well. The technician was told by Choice that he went 'too far' in diagnosing the problem. And we were denied the claim because they said it was a pre existing condition. This is a normal wear and tear problem with the age of the house but was not discovered until we saw leaking. There is no possible way to have known there was a problem before this The technician did a great job in finding the actual problem instead of doing a poor job and just patching what was initially found. We had a full home inspection of the house in July when we purchased it and this issue was not found then.Desired Settlement: I would like Choice to actually cover the work in which they should. The total bill from the licensed workman that they assigned us was $553.56

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 began on 8/29/15, we see that you placed a claim on 9/10/15 for the plumbing. The technician advised us that the flange on the toilet was leaking and the closet flange bolts are loose. The tech pulled the toilet and found that the wax ring was rotted and brittle. This compromised the integrity of the tin.Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover failures that are due to rust or corrosion. It also states in Section D. Coverage #8 under excluded “…flange…”. Lastly, per our policy, Section A. Coverage #3 states that all items in the home have to be in proper working order on the start date of the policy. This failure takes a long time to happen and although you may not have noticed it, per Section F. #1 it is considered to be a known or unknown pre-existing issue to the policy’s start date.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy. We do regret your frustration and we do look forward to helping with your home appliances in the future.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: Reference existing claim number [redacted]. It took 6 weeks to connect vendor and warranty company to gather proper info to complete reimbursement process. Incorrect information provided by warranty over the phone to begin reimbursement process, which was later denied and claim was not approved. Very long discussion with Claims Department supervisor who was extremely unprofessional and threatening. Claim was ultimately approved at a value much lower than amount paid, which goes against the home warranty philosophy. I have never seen customer service this poor!Desired Settlement: Full reimbursement/refund for funds paid to vendor. Currently there is a $190 difference between what was paid to vendor and the amount approved for reimbursement.

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.CHW normally will not discuss a claim with the tenant of the home but we will advise that we have authorized the agreed amount of goodwill gesture in the amount of $350.00. This is over the amount that CHW would pay for a claim such as this. This claim was not covered due to you not following the policy. Please see Section C. Service Calls #3. You have to have CHW’s authorization before you have a claim completed.You spoke to a supervisor and she agreed to send you $350, which you did accept. CHW will not be able to cover any more of this claim as it is a good will gesture and not a covered claim.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of the policy.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

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...

Review: I purchased a 3 year home warranty that was to cover all appliances in my home. My first claim was a latch that broke on my microwave. After a $45 service call I was told this claim was denied because in order to fix the latch, the door would need to be replaced and doors are not covered. My second claim was for my washing machine which was not spinning all the water out of the clothes. Another service call was made with a $45 co-pay. The service man stated that I probably needed a new transmission. This claim was also denied because I was told transmission problems do not happen over night - it is something that takes months to break. Since I have only had the warranty in effect for less than 30 days, I was told they will not pay it. I had 2 claims and 2 denials. Although I was refunded for the remainder of my policy, I was not refunded for the 2 $55 service charges, $44.16 for a partial month & was also charged a $50 service fee. All told I paid $294.16 for a warranty that did not cover anything.Desired Settlement: I would like a refund of the $294.16.

I would like a change in their company policy. If an appliance breaks while you are covered by the warranty, the warranty should be honored.

Business

Response:

Dear [redacted]r,

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

to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback

very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as

‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at

http://www.choicehomewarranty.com/user_agreement.php .

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

item as described in Section D. 9. of the Terms of Agreement:

9. BUILT-IN MICROWAVE

INCLUDED: All components and parts, except:

EXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or

counter top units – Arcing - Meat probe assemblies - Rotisseries.

This information was communicated to you on 8/5/2013, at which time we offered to waive the Service Charge Fee on your next service

call, due to the issue being a non-covered item. Since the policy was cancelled and you were unable to redeem the Service Charge Fee, we would

be willing to refund $45 for the expense you incurred.

Additionally, we regret your frustration with the outcome in regard to claim # [redacted] for the washer unit. Upon review this is a non-covered item as

described in Section F. 1. of the Terms of Agreement:

1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances,

(ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.

This information is also expressly written in Section A. 3. of the Terms of Agreement:

A. COVERAGE

During the coverage period, Our sole responsibility will be to arrange for a qualified service contractor (“Service Provider”) to repair

or replace, at our expense (up to the limits set forth below), the systems and components mentioned as “Included” in accordance with

the terms and conditions of this contract so long as such systems and components:

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.

This information was communicated to you on 8/16/2013. After receiving the technician’s assessment of the issue, it was determined that the

wear and tear of the major components (transmission and clutch) in the unit occurs over time and do not occur spontaneously.

Because this failure occurred in such close proximity to the start of the policy, the root cause of the issue pre-dated the policy effective date.

We are in receipt of your email dated 8/21/2013, indicating that you spoke to a supervisor on 8/16/2013, and we confirmed you would receive

a refund in the amount of $395.84, and that no future payments would be processed. A request has been submitted for the refund in the aforementioned

amount and is pending application back to the credit card we have on file.

The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience

this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

Review: After having my contract in place for several months I had an issue with my AC unit. Choice Home Warranty said it was a preexisting condition. The reason I buy a "comprehensive" policy is to cover these items. After a long battle I was finally able to settle for paying an extra $45 for the repairs. Yesterday I woke up to a busted water heater. Technician came out and said the tank was broken. CHW called and told me this was not covered. Per the contract the tank is listed in the exclusions. This is essentially a worthless contract. All the main items that are going to fail are covered in the exclusions. I feel deceived having bought a "comprehensive" policy that in affect does not cover anything. I had to purchase a water heater and install it my self. I spent $567 total for the tank and parts. Very upset by the deception that they lured me into. I see this is exactly what the lawsuit that was settled in June was all about. They have not changed their practices at all. They continue to not cover what they should and deceive consumer with the fine print in the contract. Note- I also broke my toe having to change out the water heater myself. Multiple calls to customer service were answered rudely and service person refused to escalate to higher level.Desired Settlement: I paid $567 to replace the water heater myself. If is deceptive that this would not be covered by the warranty. If plumber had installed it would have cost a lot more. At minimum I want the money I spent that they should have paid out for the parts. Get me out of this contract. I will find another company that actually lives up to their promises.

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 claims that you had placed with CHW, I do see that one claim was for a water heater that you stated was busted and leaking water all over the place. Per our policy, Section D. Coverage states in # 6. WATER HEATER (Gas and/or Electric)- we do not cover the actual tanks. Please see below:INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heatersYour claim with your AC unit was stated to us that the unit had a failed motor which was worn down over a long period of time. Being that your policy had started with us 20 days prior, this claim was not covered due to it being a pre-existing issue to the time frame of the policy. Please see Section A. Coverage #3 as well as F. Limitations of Liability #1. A. 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.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.I do see that you accepted a goodwill offer of $200 for the AC claim. CHW did try to assist you regardless that the claim was not covered.If you would like to cancel your policy, we ask that you read Section L. Cancellations. You are not entitled to a refund or the funds for the water heater as it is a clear exclusion to our policy.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.We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The $200 settlement for the AC unit came after several hours of escalating the issue. CHW tried to do everything they could not to pay. Their excuse was that the part failed over time. It was working fine when I purchased the contract. Almost all mechanical systems fail over time. Per the lawsuit they settled this is part of their operations to deny claims they should be covered. For the water heater the part that failed was the tank. This is integral to the water heater. It was not a separate storage tank. Essentially they have little to no coverage in their policy due to all the exclusions they claim. I feel CHW is a deceptive business that works to not live up to their obligations. I do not believe they have entered into this contract with me in good faith.Regards,[redacted]

Business

Response:

[redacted],Prior to the policy's start date, you are provided 30 days to review the policy's terms and conditions. You are advised (states in the policy as well) that you have a 30 day grace period that we ask customers to not only review the policy that they had received in the mail but to ensure that all units are in proper working order. Per the lawsuit that CHW settled, it is stated that we are permitted to not cover claims that are against our policy. CHW did not have to provide a goodwill gesture to you for the claim but we did to satisfy the issue at hand.Your water heater claim was not covered per the terms of the policy; we do not cover the actual tank. It is a clear exclusion to the policy in Section D. Coverage 6. WATER HEATER (Gas and/or Electric)EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.The air conditioning system was not a covered claim because you placed the claim less than a month into the policy and the failures that it had were :• CFM BURNT UP• MECHANICAL FAILURE ON THE BEARINGSThese failures would not have happened within the timeframe of the policy but as stated previously as a goodwill gesture to assist with the claim, you agreed to $200 goodwill. 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 cancel for a full refund within this time period. Per our policy Section A. Coverage #3, CHW does expect all units that come into the policy in proper working order.Best regards,CHW

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.

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!!!!

Review: Purchased home warranty from Choice Home Warranty. I filed a claim for leaking roof in which I had to have shingles replaced because of leak. The claim was denied. I recently filed a claim for a broke septic line. They have now denied this claim. Along with the basic home warranty I also purchased the optional insurance which covers roof leaks and septic tank.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php. Upon review of your policy, that started on 8/9/14 it states that you have Septic Pump Coverage and Limited Roof Leak Coverage. You called in a claim on 8/11/14 stating that you had a storm and that your roof was leaking, you used your own technician and gave us a reimbursement form. Although you do have limited roof leak coverage, our policy states that we do not cover anything related to storm damage. Please see section F. LIMITATIONS OF LIABILITY 8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.Also, your policy was 2 days old, being that the policy was new, the roof shingles should have been in place properly so that they would not come off and cause a leak. Our policy doesn’t cover any pre-existing conditions. Please see 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.Also please see Section A. COVERAGE 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.In reference to your Septic, your coverage is for Pumping, not for the repair of the Septic. That is a different optional coverage. Please see E. OPTIONAL COVERAGE:2. SEPTIC TANK PUMPINGINCLUDED: Main line stoppages/clogs (one time only, and must have existing access or clean out). If a stoppage is due to a septic tank back up, then we will pump the septic tank one time during the term of the plan. Coverage can only become effective if a septic certification was completed within 90 days prior to close of sale. We reserve the right to request a copy of the certification prior to service dispatch.EXCLUDED: The cost of gaining or finding access to the septic tank and the cost of sewer hook ups - Disposal of waste - Chemical treatments – Tanks - Leach lines – Cess pools - Mechanical pumps/systems. Limited to a total of $200 maximum.9. SEPTIC SYSTEMINCLUDED: Sewage ejector pump - Jet pump - Aerobic pump - Septic tank and line from house.EXCLUDED: Leach lines - Field lines - Lateral lines - Tile fields and leach beds - Insufficient capacity - Clean out - Pumping. We will pay no more than $500 per contract term for access, diagnosis and repair and/or replacement.We do apologize for any confusion that this has caused and for any frustration. We appreciate your feedback as it helps us improve our services. Best regards,CHW

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.

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

Review: I purchased a home warranty for my rental condo in Florida. My 4 year old water heater broke down and stopped heating. They dispatched a plumber. The plumber was there for 3 hours, and replaced two heating elements and two thermostats in the unit. The unit would still not work. He called CHW to let them know that the unit needed replaced and they denied the claim for "improper installation". First off, performing ANY work on a unit would show that the unit is in fact covered. If it truly were not covered due to an installation issue, then no work at all should have been done. Secondly, the water heater can only be installed one way as this is a condo unit and it is the way the condo building was built. No modification was done or could be done when installing a hot water heater in these units. CHW tried to fix it cheaply, but when it couldnt be done, they came up with any reason they could think of to deny the more expensive claim. This company is a sham and be warned to other consumers, do NOT purchase a warranty with this company.Desired Settlement: Replace the water heater is what I wanted, but they wouldn't do it. So they gave me a partial refund of my premium (still waiting for the check....). I'm out a few hundred dollars AND still have to pay for a new water heater. Their "solution" is to not pay the expensive claim, but then give you a partial refund to make it seem like they're a good company, when in fact, they still took your money. It might not have been as much as they wanted, but they still took your money. So unless they replace my water heater, I guess I'll take my "partial" refund and go away like everyone else and chalk this up a lesson learned. But, in the ,meantime, I will tell every Realtor, friend, family member, an co worker I know to NOT buy from CHW. They might not realize it, but with this type of customer service, they will eventually lose and go out of business because negative feed back is 10 times more powerful than positive.

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] . We regret your frustration with the outcome in regards to claim #[redacted], for your Water Heater. Upon diagnosis, the service provider stated that the Water Heater failures were caused by water damage leaking from the Air Conditioning system condensate lines. Technician also notates the Air Conditioning system should not be installed above electrical equipment. Unfortunately, CHW policy doesn’t cover condensate line stoppages or water damage. Please see below:D. COVERAGE4. AIR CONDITIONING/COOLEREXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.F. LIMITATION OF LIABILTY8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.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