Choice Home Warranty

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: Choice Home Warranty took over my coverage from American Home Shield. After 3 months of coverage my air conditioning malfunctioned. They refused to repair it as a pre-exisitng condition.

Here is their solicitation email:

From: [redacted]@choicehomewarranty.com [mailto:[redacted]@choicehomewarranty.com]

Sent: Wednesday, March 19, 2014 2:02 PM

To: [redacted], [redacted]

Subject: Choice Home Warranty Quote - Discounts Available

Dear [redacted],

Thank you for considering Choice Home Warranty to protect your home in [redacted].

As you may already know, you’re only few steps away from never having to pay for covered repairs again. However, I understand you may have questions regarding the overall process, type of package you should choose, pricing and any other concerns you may have.

To prove how seriously we are committed, I am making myself available for you to call me directly to answer your questions and even complete your warranty order over the phone. Our customers are often one or two question away from taking the next steps. This is where I can guide you through the process.

As mentioned in the subject line, I would also be happy to provide a discount towards your order. This is a special offer which will be only offered by reaching me directly at ###-###-####.

I look forward to hearing from you, [redacted] Choice Home Warranty

Toll Free: ###-###-####

www.ChoiceHomeWarranty.comDesired Settlement: fix my air conditioning.

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 04/24/14, I do see that you placed a claim for your Air Conditioning System on 06/17/14. CHW did send out [redacted] HVAC & Plumbing, LLC to your home for a diagnoses. Upon the diagnoses the service provider stated that, "THE COMPRESSOR HAS BAD VALVES- ITS NOT PUMPING FREON THREW THE SYSTEM -VALVES WORE OUT. Considering that your policy had started less than 2 months prior to this claim, we unfortunately would not be able to cover the cost of the repair. The information attained from the diagnosis was determined that the issue at hand had developed prior to the policy going into effect making this an Unknown or Known pre-existing condition.

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.

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

Business

Response:

[redacted]:

We are very sorry for your frustration with this claim, your policy started 2 months prior to the claim being entered. This amount of damage could not happen within the 2 months that you had your policy. Please see our policy

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.

Also, please see Section

F: LIMITATIONS OF LIABILITY, Number 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.

Sincerely,

CHW

Consumer

Response:

I am rejecting this response because:

Per the bill I sent to Choice Home Warranty from a reputable provider who fixed the problem, a simple switch had to be replaced due to a bug getting in it and causing a short. System has been working fine since. If Choice Home Warranty spent their resources on fixing problems rather than dodging legitimate claims they would benefit from a good reputation.

Regards,

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

Review: As is quite evident by prior complaints, Choice has denied numerous claims, and has denied mine as well, due to "improper maintenance" of an Air Conditioning unit.

As I understand it all they have to do is say "it's dirty" and they don't have to pay. Then when you say it was cleaned recently they want 2-3 YEARS worth of records. This is insane.

They send their people, get their report, make their decisions based on their information. Why do I have to prove it ISN'T dirty? THEY should have to prove it IS by providing evidence of same.

Further, my unit is TWENTY YEARS OLD....it's going to be dirty!

Then they "review" your complaint and guess what? THEY determine you are STILL wrong.Desired Settlement: They should fix the unit or refund my contract fee due to the fact they allow you to sign up with a 20 year old unit-with no inspection-then decide they won't cover it because it's dirty. And have NO BURDEN OF PROOF other than their own people. What a racket.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # 52472546, for your air conditioning. Upon diagnosis, the service provider stated that the air conditioning unit is leaking water. Per CHW policy, leaking water from an air conditioning system is not covered under the warranty. The service provider also stated that the reason for the failures is that both coils on the system are dirty and needed cleaning. Unfortunately, CHW policy does not cover maintenance of a system, nor does it cover failures that occur due to lack of proper maintenance. Please see section 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. LIMITATIONS OF LIABITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.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.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:

I am rejecting this response because:

I was told the coil is bad- which IS covered. If the leak is coming from a covered part how can the claim be denied?

Regards,

Business

Response:

We first would like to apologize for the frustration you have encountered with this claim. The information provided to us by the service provider assigned stated that your air conditioning unit has a Freon leak that is due to lack of proper maintenance. While the part or the unit itself is covered under our policy, if the failures are not due to normal wear and tear, like lack of maintenance for example, is not covered under our policy. In addition, CHW policy does not cover maintenance of any system or any failure that occur to a system due to the lack of proper maintenance. The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I am furious on the way our claim has been handled. We submitted a claim on a microwave/oven combo before Thanksgiving. Since then we have had over 10 different visits to try and get it fixed. We have lost countless hours for my wife having to stay home to be here every time they come. She has a job too and this should not be the way warranty works. Every time almost that we called to have the techs come back out she had to argue to get the deductible waived on the same problem. 4 different times when they fixed one thing it caused another thing to go wrong. We are furious about this and we are a new customer to Choice and really want to blast this to all social media outlets to keep other people from having the same problem.Desired Settlement: Choice should replace the microwave/oven combo and install a new one to keep us from having to go through this again. Obviously, something is just not right with the one we have.

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 claims with your microwave. First claim was entered on 11/27/14. Upon diagnosis, the service provider stated that the unit needs a new Main circuit board and touch pad. He advised CHW that parts are on back order and would take some time to arrive. Per CHW policy, CHW is not responsible for delays in getting parts. However, in light of good customer service we offered you the option to send you a check for $587.56, the repair costs, towards the purchase of a new unit or to go ahead and fix the unit. Per your request CHW authorized the service provider to fix the system.Please see below:F. LIMITATIONS OF LIABILTY7. We are not liable for service involving hazardous or toxic materials including but not limited to mold, lead paint, or asbestos, nor costs or expenses associated with refrigerant recovery, recycling, reclaiming or disposal. We are not liable for any failure to obtain timely service due to conditions beyond Our control, including, but not limited to, labor difficulties or delays in obtaining parts or equipment.Second claim for your microwave was entered 1/26/15. Upon diagnosis, the service provider stated that the unit had no mechanical failures only need the door to be closed properly.At this time the service provider stated that there are no mechanical failures with your unit. Please contact CHW if you have any issues with your 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

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: On June 27th 2015 I was notified by my tenets that the central air conditioning was blowing hot air. On the same day my home warranty company Choice Home Warranty was contacted and a claim was put in. On June 29, 2015 a technician went to the property to evaluate the problem. It was the tecs opinion that the unit would need to be relaced. That evening a rep from Choice contact us and told us our claim was being denied because lack of maintanece. It was explained to the rep that the unit received maintanece and was cleaned a month prior to the issue and a receipt could be provided as evidence. Despite this fact the claim was denied by the rep and his supervisor. As a result of this a request was made to refund our money (prorated) as we felt the company could not be trusted going forward and we're told we were not entitled to a refund.Desired Settlement: Replace AC unit honoring the contract Choice agreed too.

Business

Response:

-Upon review of your policy that started on 11/30/14, you paid $420.00 for a year, CHW has paid out so far on this policy $205.95. Per our cancellation policy, you are charged per month that you have had your policy, minus the administration fee and minus whatever claims were paid. Please see 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. For your specific policy, it is $41.66 a month and you have had the policy for 8 months. That is $333.28 plus the administration fee of $50 and the paid out claims of $205.95 that would be a total of $589.23, you had paid CHW $420 leaving nothing as a refund for this policy.I do apologize, if you would like to cancel the policy you are more than welcome to do so, even if we were to waive the administration fee, there would not be a refund. If you have any questions, please feel free to contact our cancellations department and we will be happy to go over this with you.Thank you,CHW

Consumer

Response:

I am rejecting this response because:I am not looking for any type of refund for my contract but for the contract to be honored. Given Choices past legal issues I don't expect this to happen, so I am more looking to prevent others from being scammed by Choice. By keeping this on your website, Yelp and other social media websites I hope to save potential victims of Choice money and aggravation. Thank you for your assistance I'm this matter.

Review: I signed up with Choice Home Warranty on 07/28/2015.

On 08/28/2015 I entered an AC claim , A technician came out on 08/31 and determined that a condenser unit needs to be replaced. He also said that this is due to normal wear and tear on the unit.

Choice home warranty is claiming that this is a pre-existing condition and not covered under the home warranty.

Choice Home Warranty said that this isn't covered because my AC unit wasn't 100% at the time of my contract coming into affect.

The AC unit was in perfect working order up to the date of the claim and therefore falls under coverage.Desired Settlement: I demand that any and all AC issues are repaired ASAP

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/useragreement.com.Upon review of your policy that began on 8/28/15, you placed a claim for your Air Conditioning System the same day as the policy started. CHW dispatched a technician for this claim and the technician stated that the one unit is trying to compensate for the second unit that is upstairs and is not working properly. This can be due to a lack of proper maintenance but because the policy had just started, this is considered to be a pre-existing issue to the policy’s start date. The unit could not have had this failure within the first day of the policy. Per our policy, all units must come into the policy in proper working order.Please see Section A. Coverage #3 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.We regret that your claim for your Air Conditioner will not be covered as this issue was happening prior to the start date of the policy.CHW is in full compliance with its terms & conditions. Respectfully,CHW

Consumer

Response:

I am rejecting this response because:I am sure that you wouldn't say something like, "this failure could not have occurred on the 08/28" unless you could document the exact time and date of failure supporting your claim...The AC unit failed on the day that I reported it, 08/28, ONE Month AFTER I purchased coverage from your company...If you are not going to cover this claim I am cancelling this policy due to your lack of honoring your contractual agreement and therefore demand and expect a FULL REFUND of the $1100 I paid for said contractual terms that you are not honoring...

Business

Response:

Your policy began on 8/28/15, you placed your claim on 8/31/15 and stated that the unit didn't work in 2 days. The unit could not have failed within 1 day of the policy's start date. The failures that you have on your unit cannot occur within 1 day. Please read our policy Section A. Coverage #3. States ALL unit MUST come into the policy in proper working order. Your units failures show that there were issues, failures prior to the policy's start date. We also state that you as the customer are responsible for routine maintenance and if you had this done, the failures that you had might not of have happened but the claim is not covered due to it being pre-existing to the policy as stated as well in Section F. Limitations of Liability #.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.Being that your policy has been cancelled; CHW cannot assist with this non-covered claim.Regards,CHW

Consumer

Response:

I am rejecting this response because:INCORRECT.I stated that the units stopped working the day of the repair request.And how can you possibly determine when the unit failed?

Business

Response:

Per your request, we have provided you with a full refund of your policy in the amount of $1100.00 that was placed back onto your credit card that you signed up with us. This was placed back onto the credit card on 9/16/15 and therefore, we are not able to assist you with this claim. CHW has provided this to you as a goodwill gesture as it is against our policy and your policy has been cancelled, again per your request.Thank you,CHW

Review: We were a customer of Choice Home Warranty up until about 2 hours ago. Our dishwasher stopped working and Choice Home Warranty sent Sears repairman to look at the dishwasher. The Sears repairman stated I can't fix this dishwasher it needs to be replaced. The Sears repairman contacted Choice Home Warranty and explained this to Choice Home Warranty and then Choice Home Warranty called me one day later and stated they were not going to replace the dishwasher.Desired Settlement: I have contacted the United States Department of Justice I think they're might be some fraud going on at Choice Home Warranty. I have always paid my premiums on time to this Choice Home Warranty Company and they would not make good on my claim.

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 8/1/15, the claim that you placed on 8/10/15 could not be covered due to the fact that the unit did not come into the policy in proper working order as it is stated it should in Section A. Coverage #3 of our policy, Please see below: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.You have chosen to cancel the policy with CHW. We are not able to provide coverage or have a unit fixed if the policy is not active and if it goes against our terms of the polcy as this one does.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because: The statement from Choice Home Warranty is a lie. We did sign up with Choice Home Warranty on 8-1-2015, I filed the claim on 8-30-2015. I'm going to file a suit in small claims court because the Sears repair tech had found water damage to our hard wood floors under the dishwasher and to the right side of the dishwasher that has not been repaired.

Business

Response:

We do apologize for any trouble that you have had with this claim, we did explain to you that we do not cover any type of physical damages that you had with the floor. The policy did start on 8/1/15, and your claim was placed on 8/10/15. We had spoken to the technician and he advised us that tub had been leaking for some time and therefore didn't come into the policy in working order as required by our policy. We do regret your frustration and since your policy has been cancelled, we are not able to provide you with any further assistance with this claim.Respectfully,CHW

Review: I have not been with this company for a long period of time. However, with the claims that I have submitted to date, it is apparent to me that their SOP is to deny, deny, deny any claims they receive. In my latest claim, my A/C was not cooling. The service rep found that my evaporative coil had a leak. My claim was denied. I was told it was due to the fact that the coil had rust on it! The service rep indicated to me that ALL evaporative coils would have some rust on them after a year or so usage because water is interacting with the copper 24 hours/day. He also indicated that an annual maintenance service call would not address rust. After making them aware that it was my intent to contact my attorney for consumer fraud (in their sales pitch, things within a home wear out, HENCE, the need for home warranty insurance) and they then offered to provide a coil but that I would still have to pay $330. I paid them their blood money but I still plan to terminate my agreement and switch vendors.Desired Settlement: I would like a refund of my $330.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy we do show that CHW has assisted you in every claim that you have submitted to us. The Air Conditioning Claim was not a covered claim but as a goodwill gesture to assist you with your unit. Per our policy, any failures due to rust are a non-covered claim.CHW has gone above and beyond to assist you on a non-covered claim. We are not able to provide you with any further assistance with this claim as we did provide the good will. Thank you,CHW

Consumer

Response:

I am rejecting this response because: I believe it is totally unreasonable to decline coverage simply due to an observance of rust, given that more than one service technician has indicated to me that there will ALWAYS be some level of rust due to natural interaction between the coils and water, and that annual maintenance would not alter that fact.

Regards,

Business

Response:

We do understand your frustration with this claim and we do apologize but our policy clearly states that we will not cover the cost of a repair if it is due to rust or corrosion. Please see Section F. 1 as well as F. 8.CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Review: Choice Home Warranty is horrible and should not be allowed to conduct business. They have an overagressive salesfoce that misrepresents what they will cover. They repeatedly deny for anything based on the contract. We have had this occur with a washing machine, refrigerator, washer, and a dryer.

Choice charged me for a one year contract and then made it a 3 year agreement and charged me 3 times for $787.50

We have had other home warranty companies, and Choice is by far th worst.Desired Settlement: I want the final 2 years of the contract refunded ($787.5 *2). More importantly, I want every homeowner who is considering a home warranty to know not to use Choice Home Warranty. They are horrible.

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 this policy for the address you have provided, I do see claims that were placed but I do see that CHW had covered or provided you with funds towards these claims. CHW has paid out on this policy a total of $763.37.We do regret your frustration and if you would like to cancel please review our policy Section L. Cancellations 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.Please feel free to contact us at our toll free number 1-888-531-5403.Respectfully,CHW

Consumer

Response:

I am rejecting this response because: You are doing nothing but copying your standard response to complaints and referencing fine print in the contract. Fact is you have not fully paid for any repair we have had .... it is alway partial with reference to some reason for the rejection. Your sales rep did grossly misprepresent the facts and committed fraud. We only have a home warranty to protect us against major repairs like an air conditioner.... my experience with Choice confirms that they would do everything possible to avoid paying for a major repair and against reference some fine print in the contract. I have not intention of maintaining a relationhsip with a company that I know will not provide the service and function for which we have requested.Choice is by far the worst home warranty and fraudulently represents themselves to customers. Contractors we have used and spoken with have confirmed that Choice is the worst at paying for repairs and avoids payng whenever possible. This defeats the purpose of having a home warranty. Choice is only stealing money from customers and fraudulently selling policies with overly aggressive sales tactics. I am sure there are numerous similar complaints.

Business

Response:

Choice Home Warranty provides our customers 30 days prior to the coverage start date to review the policy that they have purchased. If the customer does not agree with the policy or terms of the contract they are able to receive a full refund of their monies paid. Our policy is also online for anyone to view, non-customers or customers.We regret your frustration with the policy however, CHW is in full compliance with our terms and conditions.Regards,CHW

Review: They wouldn't cover my 5 year old high efficiency washer due to a inside leak that caused rust and corrosion but my unit only was leaking for 2 months before I noticed it but they advertise they cover and appliance no matter how old it is this is very confusion to customersDesired Settlement: I want all my monies back!!!

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, I do see that you have placed a claim for your washer and the technician advised us that the suspension on the unit has rusted. This caused the unit to fail. Per our policy, Section F. Limitations of Liability #1 states that CHW will not cover failures due to rust or corrosion. You stated in your complaint that you would like a full refund of the policy, we show that you have made 5 payments in the amount of $37.92. We show that CHW has paid out $75.00 in your claims. We are willing to provide you with a refund of what you have paid into the policy $189.60 minus claims paid $75 and we would refund you $114.60. We would waive the $50 cancellation fee as well. Please note that monthly customers’ are not entitled to a refund because they do pay for each month as it is being used. Customers’ that pay for the policy upfront for a year or more, they receive a pro-rated refund of the balance of what they did not use of the years remaining. Again, since you are a monthly customer you have not paid out money for the year, you paid by month but we are willing to cancel your policy as it does have to be a mutual agreement and provide you with a refund of amount paid, minus claims paid.Please contact us and this will be documented in the notations of the claim. We will have to require you to sign an agreement because we are assisting to provide you back funds outside the policy guidelines. Once you send the agreement back to us, we will refund you this amount.We regret your frustration and do urge all customers to read the policy and contact us with any questions.Respectfully,CHW

Review: I paid for my warranty August 30, 2015 and coverage was to go into effect September 30, 2015. On October 5th, my bath exhaust fan went out. This was a new fan that had been installed approximately 8 month prior, so basically a new fan. They sent a certified electrician out, he said the fan needed to be replaced but he would have to get approval. Someone called me and said they were denying the claim because it was preexisting. He said there was no way the fan could have gone out in 5 days. He also stated that the fan had to be going bad before the contract went into effect. We are talking a $50 bath fan. I think this is very unreasonable, no one can predict when anything is going to fail, maybe if it was making a noise, it was not. "The Claims Team" was very unreasonable and also the manager. I asked for my premium back because if this is what I am going to encounter every time I file a claim, I do not want to deal with this company. I have received a refund. I am a single female. I had to purchase a new fan and pay someone to install it. This cost me about $200.00 total. I would also like to mention that they had my money a whole month before this claim was filed. I felt like they were basically saying that I was a liar. I now have to find another home warranty. After this experience, I do not trust any of the companies.Desired Settlement: I would like to be reimbursed the $200.00 I paid to buy the fan and have the fan installed.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that the claim was not covered due to the fact that CHW requests that all units must be in proper working order the day the policy begins. CHW does provide the customer 30 days prior to the coverage starting to ensure that all units are in proper working order as well as to go over the policy.CHW did offer you a goodwill gesture of $100 to help go towards the repairs of this unit. We see that you had chosen to cancel the policy instead and you did receive back your pro-rated refund. Per our policy, Section L. Cancellations states that any funds that are paid out for a policy will be paid back to CHW if the customer cancels their account. Please see below: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.We do regret your frustration with this claim however CHW will not be able to assist with any cost towards the unit since your policy has been cancelled.CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

Review: When signing on this company promotes that it will cover appliances, air conditioning units and various things around your home for a monthly fee. They give you a list of items they cover and as long as the items are listed on the covered list then your fine. What they don't tell you is that when they go through the approval stage of your claim they can deem it as a pre-existing issue and won't cover it. So my issue is that how can they determine that something is pre-existing when pretty much everything in you home can possibly be pre-existing because you won't know if there is a problem until there is a problem. So now when you finally have a problem with something in your home they deem it as a pre-existing issue so what's the point of this warranty if they aren't going to cover you. This is a total waste of money and I would advise that no one signs up for this. They didn't try and resolve my issue the first thing they state is that your contract will end immediately and you won't be issued a refund.Desired Settlement: That I receive a refund for the 3 months this company took my money. and to inform others not to sign up for this service

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that began on 9/17/15, you placed a claim on 10/1/15 not a month into the policy. CHW provides customers 30 days to ensure that all units in their home are in proper working order on the start date of the policy. If a unit breaks or has an issue, depending on the type of failure it is it could be pre-existing to the policy’s start date.Your Air Conditioning system was leaking, this is a sealed system and the technician could not locate the leak without a leak detection test completed. Also, the technician stated that the reversing valve had failed on this unit. Per our policy, Section D. Coverage #6 states that we do not cover the reversing valve. Also #4 states that we do not cover leak tests. Also the failures that had happened could not have happened within the timeframe of the policy, it takes longer to develop than a few days. 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.We do see that you have chosen to cancel your policy with us and since you had paid the fee of $40.00 a month, you did not pre-pay for the year or more you are not entitled to a refund. Only customers that cancel within the grace period of 30 days prior to the coverage starting and the customers that have pre-paid for the service are able to receive a pro-rated refund. Please see below: 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.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Respectfully,CHW

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

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

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

This company is a bunch of thieves. The salesman told me all these items would be covered when I paid the $500 down payment over the phone and that I would receive a copy of our policy hard copy in the mail and electronic version, which I never received. Then a month later when policy went into effect 9/22/15 I had some items that needed to be fixed. I called in and discovered the exclusions that were all over the place. Conveniently the salesman omitted the very fact they have so many exclusions. I had been had! So it was three days past the 30 day window to cancel so well planned by this firm. On day 33 I wrote into the mananger Sarah [redacted] to immediately cancel policy. All she did was trick me further into keeping $565 of my premium (by that time they had debited a 2nd $500 install on my CC). She advised we will credit you $400 for garage door repair, which was excluded for coverage in their warranty. So the repairman came out, charged me $165 in cash for labor, provided no receipt and left. Total charge to fix garage door was $565 which you can buy an entire new opener for $139! I had been fooled! I then communicated back to Sarah & Kyle (the so called managers) and both advised they had paid $400 to the garage repairman here in CO but cannot provide me any receipt of such repairs nor did the repair man [redacted] Garage Repair Service did not provide me any receipts as well. I have no paper trail and to top it off, I received an email advising me that a full refund of 1k would be received but Sarah nor Kyle did not agree. I had the left and right hand confirming to me what was to be done. Sarah & Kyle advised I would only receive a refund of $550 and another customer service rep there at Home Choice Warranty advised I would be receiving a full refund. I have this email in writing. Well, two weeks have gone by and no refund of the remaining $450 ever arrived. In closing, I had to jump up and down and scream in order to get the policy canceled. This firm will not let you cancel. They are a bunch of scammers. Do not get ripped off and waste your money. I should have known this was a scam when I paid the initial $500 and the contract never came even after I had requested it several times. The contract has a list of exclusions a mile long. I wasted my hard money with these guys and I bet they are not even licensed to be performing work in the state of [redacted]. I wonder if the [redacted] Dept. of Revenue and Attorney General need to be informed of this firm's unauthorized business activities as they are a private firm located in the state of New Jersey.

Excellent customer service,problem with my plumbing was resolved to my saisfaction.

The service tech was knowledgeable, efficient and businesslike. He diagnosed the problem, gave me his professional and personal ( requested by me) opinion, and made appropriate calls. I would recommend him to others.