Choice Home Warranty

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 # ***, for your Washing machine Upon diagnosis the service provider stated that the unit was still working however, the bearings on the unit are making noises and are going out The service provider stated that this could not have developed within 16day which is the lifetime of the policy Unfortunately, per CHW contract, failures that are pre-existing to the policy are not covered.Please see below:ACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditions.FLIMITATIONS OF LIABILITYThe 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 conditionsWe will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.The details of your situation are not representative of the 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

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 *** We regret your frustration with the outcome in regards to claim #***, for your air conditioning system Upon diagnosis, the service provider stated that the evaporator coils on the system are rusted and corroded, causing a leak The technician noted that a leak due to rust and corrosion could not have developed in two weeks’ time, when the policy became active Unfortunately, CWH policy does not cover failures that are due to rust and corrosion The policy also doesn’t cover pre-existing conditions Please see below:Section A.COVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage 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 homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.FLIMITATIONS OF LIABLITYThe 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 conditionsWe 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 pressureWe will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.The details of your situation are not representative of the 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

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 can see that out of the four claims you placed with us, we were able to assist you with the following claims:Claim #*** for your Heating SystemClaim #*** for your RefrigeratorClaim #*** also for your RefrigeratorWe regret your frustration with the outcome in regards to claim #5*** for your washer We have looked into the diagnosis that the technician had given to us and with his diagnosis he provided a part number for the item that needed to be replacedThe replacement item was told to us as a LID SWITCH with the part number of *** for your Kenmore unit If you look up online this part number it does come up as a LID SWITCH and not a safety switch as you had mentioned.We do apologize, within our user agreement under Section DCOVERAGE you will see that we do not cover the door of the unit; which in this case is the lid to the washer We cover the mechanical failures and in this case, this is considered to be a physical failure We are very sorry that you chose to cancel your policy with us due to this one claim. The details of your situation are not representative of the CHW customer experience Please accept our apology for any trouble or inconvenience this has causedWe appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

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 *** We regret your frustration with the outcome in regards to claim #***, for your air conditioning system Upon diagnosis, the service provider stated that your unit is leaking Freon from the condenser coil The technician stated that the leak was caused by hail damage to the condenser as well as formicary corrosion of the coil Unfortunately, CHW policy does not cover failures that are due to storm damage; it also doesn't cover failures due to rust or corrosion Please see below section:FLIMITATIONS OF LIABILITYThe 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 conditionsWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe 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 pressureWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 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

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 # ***, for your refrigerator Upon diagnosis the service provider stated that your unit needed a new compressor CHW authorized repairs towards your unit Total repair cost was $plus $for Freon recovery Per CHW contract Freon recovery is not covered CHW authorized the $to you towards this claim The check was sent out to you on 12/13/check No***Please see sections below:F LIMITATIONS OF LIABILITYWe 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 disposalWe 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.The details of your situation are not representative of the 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

I am rejecting this response because: I have had three AC techs give me estimates to replace the heater and all three stated the exchanger did not crack from improper installation but age

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 # ***, for your Heating system Upon diagnosis, the service provider stated that your unit’s inducer motor is making noises and the bearings are going bad The service provider stated that type of mechanical issue happens over time and cannot have developed within the lifetime of the policyYour policy became active on 1/17/15, you reported your unit not working properly on 1/20/which is only days into the life of the policy Please see below:ACOVERAGEAre in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditions. FLIMITATIONS OF LIABILITYThe 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 conditionsWe will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defectOur records indicate that per your request your policy was canceled on 2/17/15.The details of your situation are not representative of the 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

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 *** We regret your frustration with the outcome in regards to claim # ***, for your washing machine Upon diagnosis, the service provider stated that your unit’s LED console needs to be replaced; however, the part is no longer available Per CHW policy, when parts are no longer CHW will send you a check in the amount of part and labor.CHW authorized $to be sent to you However, you were not satisfied with that amount As a good will gesture CHW increased the amount to $350.00.Please see section:FLIMITATIONS OF LIABILTYIf 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.The details of your situation are not representative of the 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

Complaint: ***
I am rejecting this response because:
When I purchased this warranty, there was nowhere mentioning the cancellation policy and fees The sales man simply promised that "you can cancel anytime you like and get refund" What a business fraud! I paid $on 5/3/and would like to cancel in less than two years and can only get $back!! If this is an acceptable business model by the general public, then I have nothing to say From the very common sense, one can tell CHW is totally cheating!!!
Regards,
*** ***

We apologize for the inconvenience you experienced with this claim CHW is not aware if repairs were complete on the unit thus we advised you of your option of getting a second opinion on the unit We understand that you do not agree with the diagnosis provided by the service provider; however CHW was advised that the unit failed due to a leak from the tank, not the heating element Per CHW policy, the main storage tank is not covered.We understand you do not agree with the diagnosis; however the information that was provided by the service provider stated that the unit was leaking from the tank and needed to be replaced The technician stated that unit is not repairable and needed to be replaced due to the leak on the tank Per CHW, the main storage tank is not covered.The details of your situation are not representative of the 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

I am rejecting this response because:First the CHW stated it lack of maintenance and that they need service recordsNow, that I have submitted the maintenance record and proof that the filter was new, they have nothing to sayNow they are fearlessly denying converge This is nothing new with CHW, this is a fraud company and they ate my $

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 *** We regret your frustration with the outcome in regards to claim #***, for your Heating system Upon diagnosis the technician stated that your unit’s circuit board and wires have failed due to water and fire damage Unfortunately, per CHW policy, failure that are due to water and/or fire damage are not covered under the policy.Please see section below:FLIMIATIONS OF LIABILITYWe 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.The details of your situation are not representative of the 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

I am rejecting this response because:
They are responsible for selecting the contractor that are suited for their company The contractors are their sole responsibliity since the customer has no say in who is elected to complete the repairs for their homeThey should contract with reputable contractors that meet their high standards and promote the expectations of Choice WarrantyWhen they don't they need to release the contractor and immediately find a suitable alternative or allow the homeowner to select their own contractor and pay that contractor directlyAllowing a customer to go without an appliance that is necessary for basic needs for more than months and to continue to charge them their monthly fee without any service of satisfaction to be rendered is appalling to say the least I can not get back the time I spent on the phone away from my family, the time missed from work, salary missed from work, the inconvenience of having other to sit and waitA full refund of service charge, monthly charges for Aug, Sept and Octalong with monies paid to contractor due to a emergency no reply for the entire weekend

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 *** We regret your frustration Our records indicate that your account has been canceled per your request Our records indicated that were not charged the $cancelation fee and were given a full refund.The details of your situation are not representative of the 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

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 # ***, for your heating system Upon diagnosis, the service provider assigned stated that the blower motor and module have burned up The technician stated that there was dirt inside the motor and all cover the blower wheel and that the failures are due to lack of maintenance Unfortunately, CHW policy does not cover failures that are due to lack of maintenance Please see sections below:FLIMITATIONS OF LIABILITYWe are not responsible for the repair of any cosmetic defects or performance of routine maintenanceWe are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor 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 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

*** ***
I am rejecting this response because:
I sent all the documentation that I haveWhich was done by two technicians of the same company clearly CHW is stonewalling or once again trying to circumvent the contractI'm left with no other choice but to deal with this matter another wayCHW has undoubtedly ruined their reputation with me my firm and all of the real estate professionals in my networkI will make public this transcript and the way I was dealt withThis is my final correspondence regarding this matterI will be canceling my contract and going with another warranty company on Friday when I return to New York

Please be advised this matter has been resolved with the consumer, after a very detailed investigation we have come to a mutual agreement with consumer. Please feel free to confirm the matter has been resolved to the consumers satisfaction. Please be so kind as to consider this resolved

Dear Consumer, Although this is not a covered claim in which CHW is obligated to pay CHW is willing as a gesture of good faith to offer you a refund of $ You purchased the policy for $During the time of the policy CHW has paid $in claims. CHW has waived the prorate of the policy as well as the $administration fee and hence current refund is $($629-$= $306.40) Please be so kind as to affirm acceptance and we will be happy to issue a check to your attention and consider the matter resolved

We apologize for the frustration this claim has caused you We apologize that the technician did not advise you of this information at the time of service, Please contact them for clarification However, the information that was provided by the service provider as well as pictures that were sent in as part of the diagnosis shows that the blower motor assembly on your unit is dirty and the duct is showing restricted air flow Improper air flow to your system will cause your system to overheat and burn out components Unfortunately, CHW policy does not cover failures that are due to lack of maintenance The details of your situation are not representative of the 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

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 # ***, for your refrigerator Our records indicate that CHW gave the assigned service provider authorized to make repairs on your unit The details of your situation are not representative of the 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