Choice Home Warranty

Review: Choice Home Warranty has denied a repair claim on the basis of lack of maintenance.

Their technician, that they sent out told them the maintenance had been done and the unit was clean..

We also supplied proof of check-up. The evidence was deemed insufficient.

Not only is this normal wear and tear on the unit, evidence was supplied.

Tenants have been without air conditioning for a full week.

choice's history of delay and deny is documented and unethical.

I am forced to pay this while I fight for reimbursement.Desired Settlement: $2,900 cost of repair reimbursed to policy holder immediately.

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 AC claim that you placed on 8/26/15, I do see that the diagnoses that came back from the technician stated that the unit had a bad blower motor. CHW did authorize that repair and then the compressor had locked. Since the blower motor was replaced and the compressor had locked, this shows that the unit was not properly maintained. On 9/1/15, we received repair records from you and it showed that you had work completed to the unit but not maintenance on a regular routine basis.Per our policy, Section F. Limitations of Liability #12 states:We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We do see that you have cancelled the policy and since CHW had paid more for claims than the policy itself, you were not provided with a refund but we did not charge you the $50 admin fee as a good faith effort.Please see Section L. Cancellations:This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty. You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us. All cancellation requests must be submitted in writing. We do urge customers to read the policy to fully understand what is and isn’t covered. If you should have any questions or concerns, please feel free to contact us. You can always view the policy online as stated above.Regards,CHWAs per the claim, CHW is in full compliance with its terms & conditions. Respectfully,CHW

Consumer

Response:

I am rejecting this response because:The stated facts are incorrect.The unit was properly maintained as it has been stated by their technician as well as the condominium building superintendent.This is fraud.The past and future contract value should be returned immediately as well as the full value of the repair.Several documents have been supplied.I have also made several requests for arbitration procedures that have been ignored.I will proceed with legal action on Monday.

I would like to adjust my claim to be $2,126.46It is the actual expense of the repair.

Don't waste your money! This company takes payment right away, but doesn't fix household items. We started with this company, and after being with them for a whole month, our air condition stopped cooling. We paid their technician $45, and they wouldn't fix problem because technician said it was the compressor. According to them, it was pre-existing. We got a second opinion, and it wasn't the compressor. It was a bad capacitor. They told us to send them the bill, and they would reconsider. We had to fax it twice because they gave us the wrong fax number the first time. On the day they received the second fax, they called saying they can't help. We used to have First American Home Buyers but went with Choice Warranty because of cost. Huge mistake! We ended up losing money. Oh, and they penalize you for canceling by adding an additional fee.