Choice Home Warranty

Review: Made AC claim on 04-10-2015. Claim denied 04-16-2015. Denied based on "premature" aging of the compressor. Based on the fact that my policy doesn't state any denial for that reason and considering the company claims to cover you "no matter the age of your home or appliance" Mesha put in for an appeal. When she called me back she said that CHW would cover the cost of the compressor "which is the most expensive part" and I would be responsible for the labor and installation. She said the part would be mailed to my home address. Not completely satisfied with this but needing my AC fixed with 2 small kids I allowed them to move forward. Upon not hearing back and calling for info on the claim # [redacted] and it being closed I spoke with a difference representative, Evette. She didn't know and couldn't tell me the circumstances so she was going to have the tech call me. Come to find out that the part was shipped to a local disributor and the tech picked it up. He then called me to schedule a time to fix it after CHW told me I would get the part and could call whomever I wanted. After paying $682.50 for labor and installation I found out that I in fact had paid the most expensive part. CHW paid $406 for the compressor. Upon complaint to the company, they were set that they would not make the claim paid in full to make it right. Said they were "doing me a favor" by paying for the compressor. So I asked to cancel the policy. Was told I would get a reimbursement of $544.02 because they would charge me fees and the price of the compressor. In speaking with Sam at CHW on 04-24-2015, he interrupted me, basically called me a liar and stated things in section "L" of the policy that were not in my copy of the policy. Originally I didn't get a copy of the policy and had to ask for it over a month later. I have been unsatisfied from even before we had to unfortunately make a claim. There are many details I have that won't fit in this problem box.Desired Settlement: I paid $1125 for a 3 year contract. That's $31.25/month. I also had to pay $682.50 out of pocket for the AC claim which should not have been denied. I have no problem paying for the months we used. I do have a problem having a denied claim and being charged for a part when we had a policy and never should have been denied. If all had run smoothly with the claim I wouldn't have had to cancel my policy. I feel rightfully I am owed the $682.50 I had to pay to have the compressor installed 1. because I was lied to and told they would pay the most expensive part and 2. because the claim shouldn't have been denied b/c of company advertising and my policy. My refund of the 3 year contract should be $1062.50 since I am willing to pay the months I had the policy. They are paying me $544.02. So what is still owed is $1200.98. I want a refund of what I had to pay for the policy minus the 2 months used and a refund for what I paid out of pocket to the tech b/c I was deceived.

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 your policy started on 03/04/15 and you placed a claim for your Air Conditioning Unit on 04/10/15. We dispatched [redacted] Heating & Cooling LLC to your home to diagnose the issue. The service provider called us and verbally gave his diagnosis to us that your unit was only 11 years old and had seized internally. Your compressor was a Goodman compressor and the life expectancy is a lot longer, meaning that the compressor failed pre-maturely. This can only happen due to a lack of proper maintenance. Per our policy, CHW does not cover any unit that has failed due to a lack of maintenance. Please see Section F. LIMITATIONS OF LIABILITY 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.Out of good faith, CHW did however offer you a goodwill gesture and provided to you a new compressor that we ordered and paid for. We had the unit shipped to the service provider for him to install. We did have a verbal agreement with you, stating that you would pay for the labor and Freon; CHW would pay for the compressor. I do see that you received the compressor and the unit is working. After the goodwill gesture that CHW did for you, you decided to cancel your policy. Per our policy, if you chose to cancel before the end of the term, you will be responsible for the cost of any payments that CHW made plus an administration fee of $50. 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.The compressor that CHW placed into your unit was a Lennox; this compressor is a value of $1,179.90 that is sold for $889.00. This price can be confirmed online using the part number that we used to purchase it. [redacted] You can go to the site and see the price: htt[redacted]CHW does get a discount for the compressor but the actual price is as stated online of $1179.90 sold right now for $889.00.We do apologize that you are not happy with our goodwill gesture. We did have the amount that you were given for your cancellation checked and it is correct. Your policy was for 3 months at the rate of $41.66. That would be $124.98 plus the $50 cancellation fee and the money that CHW paid for the compressor $406.00. You paid a total upfront for the policy in the amount of $1125.00 minus the total of $ 580.98; your refund of the policy should be $544.02 that you have received.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Consumer

Response:

Nothing noted in your policy states ages of appliances. Your automated message even contradicts that. Your representative all but called me a liar. I did not get my policy to review it within 30 days and had to call back. Unfortunately just a day or so after receipt of the policy I had to use it. That was not my intentions. If you wish to uphold the integrity of your company I would ask you to reconsider full refund of policy irregardless of the claim.

Business

Response:

When Choice Home Warranty reaches out to people to purchase a policy one of the main reasons is because that customer went to our website and requested information. CHW is one of very few companies that offer to the public our user agreement online for anyone to view. The policy that you had with CHW was the same that can be found on the website as the sales representative explained to you on 2/4/15 when you purchased the policy. Our records show that once you had purchased the policy, an email went to your email with a copy of the policy along with a hard copy mailed to your home. Also, if you went to the website and placed your policy number into the account section with your email address, you could have viewed your policy as well. CHW does state in our policy that we expect all units to be in proper working order the day that that unit comes into effect. We also state that we do not cover any known or unknown pre-existing conditions. This does not mean that we think you are lying, it means that if you did not know that this unit was going to fail and it did but it is only a few days after the policy started; CHW would not cover this unit because it was breaking down prior to the policy start date. This is stated in 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.Again, when your policy began on 3/4/15 and you placed a claim for your unit on 4/10/15, a little over a month into the policy; CHW gave you a goodwill offer that you did accept. This was a good faith offer that we gave to you because we were not able to completely cover the claim but we wanted to be able to assist you. After your unit was fixed, you decided to cancel your policy with CHW. You stated in your response that you had a copy of your policy at that time, you were aware that cancelling the policy would be breaking the contract and we would therefore deduct the money that we paid out for your claim and also an administration fee of $50.I do apologize but since we did give you a very generous goodwill gesture of a compressor, we would not be able to break the contracts policy and give you a full refund as you have requested. CHW did endure other costs for this claim that we did not charge you for that we had to provide to the service provider. CHW has gone above and beyond for you with this claim and we apologize that our good faith efforts were not satisfactory to you. Unfortunately, there would be nothing more that we would be able to do for you at this time.Best regards,CHW

Review: Denial of a Home Warranty claim and an advertising service that is not available :

Choice Home Warranty denied a claim to fix the broken air conditioner under various pretexts even though they are all over the internet with claims: '...breakdowns and repairs on covered systems and appliances are hassle-free" resulting in discomfort for over two weeks. The first exclusion was that the company will not pay for detecting any refrigerant leaks, which I paid for out of pocket ($210). Refrigerant leak was detected in the tube preceding the evaporator coil and in the evaporator coil itself. Even though CHW agreed to fix the system once the problem was detected, Company refused to fix the system. As a result I'd to replace the system on my own with a 3-ton split system.Desired Settlement: The company must reimburse the replacement cost of the system as per their contract:

"Item #4: Air conditioner/cooler - not exceeding 5 ton capacity and designated for residential use. INCLUDED: All components and parts ....when we are unable to facilitate repair/replacement of failed...repair/replacement will be performed...

Business

Response:

Dear Mr. [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 your Air Conditioning System. Upon diagnosis, the Service Provider stated that there’s a Freon leak from your evaporator coil due to rust and corrosion. Unfortunately, the CHW policy does not cover failures that are due to rust and corrosion.

Please see 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.

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.

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:

Review: [redacted]

I am rejecting this response because:

Company failed to honor its obligation as stated in their contract: "Item #4: Air conditioner/cooler - not exceeding 5 ton capacity and designated for residential use. INCLUDED: All components and parts ....when we are unable to facilitate repair/replacement of failed...repair/replacement will be performed...

Regards,

Business

Response:

[redacted]:

CHW is in compliance with their policy, they will replace or fix a unit providing it is covered by their warranty. The failures that your unit had were non covered items as explained to you in the previous email. We are sorry for the frustration and confusion with this claim. Also, we would not be able to assist you with this claim because you policy has been expired.

Thank you,

CHW

Review: On November 2, 2015, I contacted Choice Home Warranty and filed a claim because my upstairs bathroom was leaking water around the toilet bowl. On that same day, I received a phone call from Choice Home; they scheduled an appointment for 11/4/2015 with one of their contractors, Jones & Jones Plumbing, LLC.

They were contracted to diagnose the problem and repair it if necessary. On 11/04/15, the plumber, [redacted], was the contractor who arrived at my home at 5:15 p.m. He diagnosed the leak and told me that he would have to change the fill valve/flapper. He told me that Choice Home had approved the repair. So, the contractor began the repair immediately.

After completing the repair, the contractor left my house. After he left, I attempted to use the toilet, flushed it and upon flushing the toilet, I heard the sound of water coming from downstairs. I ran downstairs and noticed water was pouring from my dining room ceiling and underneath my hardwood floors from the toilet the contractor said he repaired.

I contacted Choice Home and explained to them what happened and they sent the contractor back to my house to stop the water from causing more damage. When the contractor arrived, he told me that if I wanted to sue him to go ahead and do it. The contractor then proceeded to turn off the shut off valve that apparently was loose; the water then stopped. I contacted Choice Home, and spoke to [redacted] and told her about the comment their contractor made, as well as the damage that was caused to my home.

She reassured me that I would be contacted about this issue on 11/5/2015. I never received that call. I called back on 11/5/2015 and was immediately transferred to a supervisor who told me that Choice Home wasn’t responsible for any damages done to the home by their contractor; I would have to try to resolve the damage with the contractor directly – Choice Home isn’t responsible. I explained again to Choice Home that they vetted this contractor, I didn’t ask for this contractor, and this contractor wasn’t chosen by me. Their reply was it’s not their responsibility; contact the contractor directly not us.Desired Settlement: I would like this company to pay for the damage caused by their contractor to my house

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] Upon review of your claim I do see that CHW dispatched a technician to your home. You did not request to have a specific technician come to your home therefore we dispatched one for you. We do understand your frustration with the technician damaging your floors but please see our policy Section F. #19 that does state that we are not responsible for the technicians negligence or any damages that they might cause. We highly suggest that you contact the technician and explain the damages that he had caused. Unfortunately, due to the circumstances CHW cannot intervene with this issue, it would be between you and the service provider. 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:First of all this technician that they sent to my house is not even licensed,they should have screened him properly before even Sending him to someone 's house to perform any job! I stillfeel that they should still be responsible for the damaged caused to my home by their technician!

Regards,

Business

Response:

[redacted]We do regret your frustration and understand your position however, per our policy Section F. Limitations of Liability #19 states that you do not hold CHW responsible for the negligence of the technician. We strongly suggest you contacting the technician to assist.Thank you,CHW

Review: 1. I filed a claim for garage door (spring broke). Company refused pay even though their sales person told me garage was covered. I had to pay $300 out of pocket.

2. My HVAC unit stopped working. Diagnostics indicated something caused a small fire and melted some wires. CHW refused to honor claim.

3. After several calls with CHW, company reps were rude and unwilling to honor their commitment to contract.Desired Settlement: I desire $1,500 in compensation for breach of contract and punitive damages. After seeing all of the complaints on Ripoffreport.com and complaints via the Revdex.com, I cannot understand how this company can continue to operate in your state or any other state for that matter.

Business

Response:

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim we show that the technician that came out to your home advised us that the failure started with the transformer and then the transformer failing and hit the sequencers and wiring. Since the initial failure was the transformer, CHW had offered to provide coverage for the original failure.We see that you disagreed with this outcome and chose to have a second opinion and once you did it was discovered that the unit was lacking proper routine maintenance. The air handler’s electric wires were melted and took out the transformer. The outdoor coil was clogged, condenser coil was dirty and Freon levels were low which is a lack of maintenance. Per our policy Section F. Limitations of Liability #12 CHW is not responsible for repairs related to a lack of proper routine maintenance. Also please see Section F. #19 that states CHW is not responsible for repairs that are related to secondary damage.Per the garage claim, CHW policy states in Section D.15 under excluded states springs are not part of the covered portion of the policy.As every policy, we do have exclusions and not only do we post the policy online as stated above but you are provided with one 30 days prior to your policy’s start date to ensure you understand what is covered and what is not. If you do not want to keep the policy after you have read the terms and conditions, providing you are within the 30 days of purchase, you can have a full refund.CHW follows the terms and conditions of the policy and we urge our customers to read the policy and contact us with any questions or concerns.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW .

Review: I just experienced a terrible interaction with Choice. Our A/C went out over the weekend. The repair person showed up and it turns out it is actually an issue with the furnace control board. It needs replaced, but the part is no longer available. Ray in Claims had the authority to offer me $300 for the replacement of the part, even though this means we need a new unit since the part is not replaceable. He was courteous enough, but the offer was not good enough. I asked to speak with a manager. I was transferred to Kyle (ID# [redacted]) who was not courteous at all. Kyle should not be working in a customer-service related environment. A new furnace will cost $3,000 and the $300 offer is a joke. Even though he has more authority, he would not raise the offer, wouldn’t give me his manager’s name, wouldn’t give me a corporate number to call, wouldn’t transfer me to Escalations (which every large company has an escalations department), would not do anything. Just kept saying “we are only liable to replace the part” which is actually priceless since it can’t be replaced. I paid $450 for a home warranty that won’t cover a major appliance that broke. A home warranty is essentially insurance. I work in the insurance industry. Insurance is a promise that help will be provided when needed. The reason we purchased a home warranty is because we were planning to start a family and were willing to pay for the extra protection and “peace of mind” this year that the hold message claims Choice provides. We’d rather pay $450 up front so other money can go towards the baby. So now I am pregnant, she will be hear in December, and have no heat or A/C. How is that peace of mind?Desired Settlement: $3,000 for the cost of a new furnace

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 for your Air Conditioning unit, I do see that we did offer you a buyout of the parts that we see is no longer available. As our policy reads in Section F. Limitations of Liability “we do reserve the right to offer cash payment for parts”. Please see Section below:9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.Per your statement that “A home warranty is essentially insurance.” CHW has made it very clear in our policy that we are not insurance and explain that customers should not affiliate us with insurance that CHW is a warranty company. Please see Section A. Coverage #3 "NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. We do apologize for any frustration with this claim; CHW is in full compliance with our terms and conditions of our policy.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. We will also look into the call that you had with Kyle, we do apologize if he came off as being rude, this will be addressed with him and his manager.Best regards,CHW

Review: Choice Home Warranty denied a claim to repair my air conditioning condenser. I requested service after I turn on the central air last week and nothing happened. I call Choice; the first subcontractor they assigned me to, located in [redacted] was [redacted] (###-###-####). I called the company that [redacted] works for. [redacted] stated that he would get back to me later and he is watching the GAME???. I called Choice back to request another service provider. [redacted]. A technician came out, diagnosed the problem and sent in the findings to Choice Home Warranty (this process took 5days). Yesterday evening I called The warranty company and spoke to several people. The last person I spoke to was [redacted]> he stated that he was the head supervisor and stated that my my claim was pre-existing. I told him that I do not turn on the air conditioner in the winter; just summer use, so how could he make a factual statement about it being pre-existing, when the last time I used my air, it worked. this is the worst. If you look at their contract and advertisments they contradict everything that they state they represent.Desired Settlement: For Choice Home Warranty to honor their agreement and cover the cost of my repair as they promised and to to not advertise services that they do not provide. Even one of the contractors stated to me that they are one of the worst companies. He stated that they always try to find loopholes to deny coverage.

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 policy, it seems as though you have cancelled with CHW. According to our policy, we are unable to cover a claim without having a current policy with us.Your policy with CHW started on 3/1/14 and you placed a claim with us on 6/14/14, 3 months into the policy. When you called in your claim, you stated that the last time the unit worked was “last summer”. CHW followed our protocol and dispatched a Service Provider to your home and unfortunately due to the issues that this unit had, the claim was a non covered. The provider stated that the unit could not have had the issues it had within the 3 months that you have had your policy. This being said, our policy does not cover any known or unknown pre-existing conditions.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. As well as under Section 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 detection's – 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.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. Regards,CHW

Choice Home Warranty (CHW) always came through for me and I use them for all my properties. Great service and quick. I recommend them to everyone.

Thanks CHW !

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.

Review: I cancelled a home warranty policy on 8/05/2015. It is now 10/2/2015 and I do not have my refund. I have called 4 times in the interim and each time I am given a different story. I feel that I am given the run around and I just want my refund. I was told the check was being cut on 9/18/2015, only to be told on 10/2.2015 that it would take another 30 days.Desired Settlement: I want my full refund 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/user_agreement.php . We have reviewed the policies that you had with our company and we do see that on 8/5/15 you were provided a credit to the credit card that you purchased the policy with in the amount of $2805.00.Please contact us if you should have any issues.Best regards,CHW

Consumer

Response:

I am rejecting this response because: I purchased a total of three policies and paid for one policy twice. The refund the gave was for two of the three policies. Still waiting for refund of third policy cancelled which was paid for twice. Explain this every time I contact them. I am owed $2250.

Regards,

Business

Response:

Please check the credit card that you signed up with us with, I do see that you were provided a refund again on 10/11/15 in the amount of $1125.00 as well as a refund on 08/05/15 in the amount of $2805.00. Please contact our cancellations department if this is not what you are stating, this is the full amount that we do see. Thank you,CHW

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

Review: I had a 3 year home warranty contract with Choice Home Warranty. Paid $ 1890 for 3yrs. commencing from 3/23/2015. On 6/11/2015 I called and cancelled the policy and wanted them to mail me the prorated refund check.My prorated refund for using 79 days of service is calculated as $1753.65. But they said they will only refund $ 1502 Only.

They want deduct the money they paid for service and cancellation fee. I am cancelling because I am dissatisfied with their excessive claims denial. They say it is in small print in the contract, but was never mentioned by them when I signed up. Instead they clearly promised on phone that they will refund the prorated amount which is change from what thy said and did.Desired Settlement: Refund a total of $1753.65 keeping only $136.35 for the 79 days of coverage.

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 was purchased on 11/13/12, it began 30 days later on 12/13/12. Within this time period are you allowed to cancel the policy for a full refund. You chose to cancel the policy on 6/11/15 after CHW had paid out $1394.72 of the claims that you had placed. Although your payment was $1890.00, you broke the contract and you were charged for the months used, plus the amount that CHW paid for the claims and an administration fee of $50. Your refund of $1502.00 is correct. 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.We do apologize that you are unhappy with the refund that you received but this was stated in the policy upon you signing up for it. Our policy was mailed to you, you have it on email, could have viewed it by using your online ID or you could have gone to our site, as stated above.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 Sunday Nov. 2, 2015 I purchased a home warranty with Choice Home Warranty for $375.00, this was done over the internet and purchased with a credit card, and was sent a confirmation of the purchase as well as a policy number for my policy. I then tried to use it on 12/15/2015 and was told I didn't have a policy, they could not find my name or my policy number. I was told by [redacted] in customer service she was going to escalate this to a supervisor and she asked me to forward the email from their company to her so she could investigate and she would call me right back. After waiting two days for a call back, I called again on 12/17/2015 and spoke with another representative and filled her in on my conversation with [redacted] and she told me she would call and find out what the problem was. She came back on the line and told me that my card must have been declined and that's the only reason there would be no policy for me. I said that's ridiculous, I have NEVER had a card declined, and if that was the case, why wouldn't they send me an email instructing me of that. She said that after the card is declined, they lose all information, which is absolutely ridiculous. I told her that is unacceptable, I need to use my warranty now and have far surpassed my waiting period and she escalated me to a manager who said exactly the same thing. He was very abrasive, crass and argumentative and told me to produce where they charged my card and other then that he wasn't willing to do anything - this is what he YELLED at me over the phone. I said I have no email stating my card was declined, in fact, the opposite - I have a policy and a policy number from you and that they either needed to honor this or if in fact the card was not charged, rerun it since they obviously made a mistake and waive the waiting period so that I may have service. He started yelling over me again, and I just hung up and filed this complaint.Desired Settlement: I wanted them to waive the waiting period and honor my policy that they said was in place and active. If they did not charge my card, it was their mistake, a mistake that the customer service rep basically said was an issue if I had purchased the policy over the internet on a Sunday. Seems this is a regular occurrence for them, however, there was no way for the consumer to know this. I asked them to prove to me my card was declined and the supervisor said he didn't have to prove anything, my bank confirms my card is, was and always has been in good service with no issues in usage.

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 this situation. Our records show that you never had an active policy with CHW. We apologize however the credit card used for the purchase was declined and so no policy was ever created. Please provide proof that your credit card was charged for the purchase of the policy for further review.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:It is totally unacceptable and the way I was treated and spoken to by your customer service manager was belittling, unprofessional and attacking. It is not my fault you sent me a policy and a policy number, therefore acknowledging my application and payment, and then telling me I have no policy and why didn't I check my credit card to see if it was charged. It hadn't been even been 38 days since I received the policy and policy number from your company, why would I check my credit card to see if you processed payment? There was NO reason for me to believe that it hadn't been charged, only reason to believe the card HAD been charged and my policy was valid. The way to have handled it at that point since it was an error on YOUR part, was to charge my credit card that day and honor the policy that had been sent to me and put in place over a month ago. Instead, I was belittled and attacked and told I SHOULD HAVE checked my credit card to see if I had a policy - shaking my head, can't believe you all are still in business.

Regards,

Business

Response:

We apologize for the frustration that you have encountered. Unfortunately, because the credit card was not authorized the policy was not created. You can contact our sales department to purchase a new policy at ###-###-####. 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: We contracted with Choice Home Warranty when we purchased our cabin in [redacted]. Their advertising states that the age of an appliance doesn't affect coverage. Three months into the contract, our furnace stopped working. Choice allowed us to use our own technician as they did not have one in the area. Our technician condemned the system due to a failed heat exchanger causing Carbon Monoxide. The system is from 1999. Choice refuses to cover saying that "rust" is the issue. The system may have rust due to age and location in crawl space but it has nothing to do with the heat exchanger. They are refusing service. They are refusing a full refund of my premium. They are deducting an admin fee (which is in the contract.....but should be waived).

While we are residents of **, the home we purchased is in [redacted]. we would like to be part of any action that the State of NJ takes against this company, or combine Revdex.com State effforts in action. Thank you.Desired Settlement: If they are not going to honor their contract, I want a full refund of my premium. They are trying to pay only a partial, and charge me an administrative charge as well.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim # [redacted], for your heating system. Upon diagnosis the service provider stated that rust and corrison on the heat exchanger has caused it to crack. Per CHW policy, failures that are due to rust and corrosion are not covered. You contacted our cancelations department on 12/5/14, however decided not to cancel your policy. Per CHW policy, a prorated refund is available if a consumer requests to cancel their policy after the first 30 days of the policy.Please see below 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.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.Please CHW cancelation terms:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. The 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: AGAIN, we DID request refund....they told us they would send a waiver and never have sent it. They are telling you one thing, and then practicing something else, by holding off the client request and not refunding money. I have called them several times, each time they say the same thing "we will refund", but have yet to do so. These people are thieves..... please intercede on our behalf and insist that they copy you on the waiver they claim to be sending. ?

This can't possibly be legal and at least is bad business practice. Thank you.

Business

Response:

We apologize for the frustration you have experience with this claim. Our records indicate that per your request your policy has been cancelled as of 12/24/14 and a refund of $335.0 has been process onto the credit card used for purchase. You will see the refund on your next billing statement. 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 had problem with electrical system in my house on December 14, 2013. This was Saturday and Choice Home Warranty office was closed. I called the technician who repaired the system. I reported the claim when Choice Home Warranty office was open. My account number is [redacted]. The claim number is [redacted]. My claim was denied.Desired Settlement: Payment for the repair.

Business

Response:

Dear [redacted]:

I am very sorry about the frustration with the denied claim. Our records show that you submitted your claim with us in 12/17/13 and you stated that the tech arrived and worked on your home on the 14th. We have an asnwering service for customers to call in a claim and then we will send out a service provider that we have in our system. You did not follow our policy on how to receive a service call. Please see Section C. SERVICE CALLS – TO REQUEST SERVICE: ###-###-####

1. You or your agent (including tenant) must notify Us for work to be performed under this contract as soon as the problem is discovered. We will accept service calls 24 hours a day, 7 days a week, 365 days a year at ###-###-####. Notice of any malfunction must by given to Us prior to expiration of this contract.

I am very sorry but because the steps were not properly taken the claim has been denied.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I called 1-888-531-5403 on December 14, 2013. I reached the recording saying that the office is closed and contact the office during regular business hours. I would be happy to talk to customer service representative but the recording did not give me that option. It was dangerous to wait till Monday or keep electricity off in the entire house. The temperature outside was very low. It was an emergency and for safety reasons I had to get the technician.

Regards,

Business

Response:

Dear [redacted] :

We do in fact have an answering service that takes over the calls when our office is closed. They begin after 7pm when we leave and they are here all weekend to take emergency calls. Per our policy, we cannot have work done without prior authorozation. See section C Service Calls: 3. We has the sole and absolute right to select the Service Provider to perform the service; and We will not reimburse for services performed without prior approval.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because: There was no option to leave a message when I called. The recording said "Please call back during regular business hours". It was an emergency and I contacted technician to resolve safety issue.

Regards,

Business

Response:

[redacted] :

I do apologize, we do have a 24 hour line and also you can go online and place an emergency claim. I cannot reimburse you because you did not follow protocol, I am very sorry.

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.

I created an email account JUST for my Direct TV account. Appearently this CHW company has bought or stolen my personal information and now calls me several times a day as well as emails me. So they, at minimum, have my cell phone number and my email address. Now I have to call my credit card company that I pay Direct TV with to give me a new card as there is plenty of reason to assume that this dirt-bag company has that too. Your personal information is NEVER safe! BEWARE!!

Review: I've paid this home warranty for several months, my over the stove microwave went out and I made a claim ( my first claim). It took them a long time to send a technician to chech it out, after that the technician said it had to be replaced. Claims representative called and said they will issue me a check for 179.00 which is less than the microwave costs, the worst part is that I would have to pay someone else to install it, after I payed 45.00 which is my service charge, I was not happy, but oh well. I called today because its been a week and no check yet, meanwhile I do not have a working microwave, customer service representative, Supervisor and a maneger tells me it will take one month for me to get the check, oh but god forbid I stop paying them or cancell my membership because that will stop the prior claim even when it was approved on 1/21/16. Good thing it's not my heater or refrigerator that went out.Desired Settlement: I want the 179.00 as it was approved In a week or if I have to wait I want my monthly charged waived or my account cancelled, but for them to pay me the 179.00 since this was a prior claim, and I am a very dissatisfied customer.

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 do apologize for any confusion but our checks do take a process of 30 days to dispense. We have an automated system and checks are dispensed in the order that they were authorized. Your check was authorized on the date that you accepted the offer on 1/21/16. However, you stopped payment on your policy therefore the check has stopped the process of dispensing. Once your policy is updated to a current status and not past due, we will be able to process your check. You are currently past due $41.67 on your policy.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW .

Review: They do not provide the services that are included in the contracts they sell. Denial of all claims.Desired Settlement: To provide the services they bill for and to comply with the 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 [redacted]Upon review of your policy, we see that you had a claim for the heating system and on 7/18/15; there was a claim for your Air Conditioning system that was not covered. In order for us to move forward with the claim, we do need to see proof that the unit was fixed properly. The papers that you had sent to us were receipts and nothing showing a serial number for the unit that was fixed. If you can show that the AC system was fixed properly by a licensed technician, we will be able to move forward with the claim, if not then this claim would not be covered per the policy section A. Coverage that states that all units must be in proper working order on the start date of the policy. Being that this policy began on 7/3/15 you placed the claim on 7/18/15; this unit could not have come into the policy in proper working order. We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,CHW

We've had Choice Home warranty insurance for about 3 years and have only used it twice, once for a plumbing problem that they never resolved we had to hire a plumber our self to get it fixed as the tech they sent was an air conditioning tech that didn't even have tools for plumbing, he had to go and rent them from home depot and the other time was this week for an AC issue and this time they wouldn't cover the repair because they said we didn't have the unit serviced in the past even though we have. if your thinking of getting home repair insurance I would look for another company these people just take your money and don't fix anything.

Review: I have a complaint regarding my air conditioner.

I was unsatisfied with the services I was receiving with Choice Home Warranty and closed my account, however, I found that the technician left my air conditioner with all of the old parts out, and I never received the replacement motor that I was suppose to have been covered for before the account was closed. This is unacceptable.

I have called multiple times to have my ac unit fixed and customer service assured me that a technician would be sent out to fix it. To this day, the matter has not be resolved.

I started this warranty 05/2015 and have paid $45.00 monthly till 10/2015 ($225)

I have also paid an additional $45.00 to have said technician check my ac unit and they found that the motor needed to be replaced. They told me that they would replace the motor at no charge to me.

However, Choice Home Warranty claimed that the warranty does not cover secondary damage and told me i'd have pay for the replacement of a defective 'spinner' for $174 in addition to the covered motor in order to have my air conditioner fixed.

In my opinion, this defeats the purpose of having this warranty coverage and I question how this technician can justify primary and secondary damage.

So now I am left with a broken air conditioner with major parts left unconnected by the technician and the company refuses to reconnect everything as it was found.

This is unacceptable and ask Revdex.com to assist me in finally resolving this matterDesired Settlement: 1. I want my air conditioner fixed.

2. I want the new motor installed as it was covered before the account was closed.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted].Upon review of your claim, I do see that CHW had approved the repair of the blower motor but when the technician went to install the unit, he found that wheel went bad and needed to be replaced due to the hub being bad. Since this part failed due to another part failing, CHW doesn’t cover the second part that had failed. This is secondary damage because this failure was caused by something else.The motor could not be replaced until the other part had been replaced. We apologize about the service provider leaving the unit the way that he did. We have tried to contact him on your behalf even though our company is not responsible for the providers as stated in Section F. Limitations of Liability #19. CHW is not responsible for the technicians negligence.We do regret any frustration you experienced with this claim however; CHW is in full compliance with the terms and conditions of our 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