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 *** We regret your frustration with the outcome in regards to claim # ***, for your Heating systemCHW tries to assign the first available technician However, we cannot control their scheduling as we don’t know the availability of neither the technician nor the consumer CHW does offer reimbursement to our customer’s if they choose to use their own technician Upon review of the invoice of repairs, the information stated that the technician replaced the hot surface ignitorHowever, no prior authorization was given for repairsPer CHW policy, all work done without prior authorization is not covered. Please note that second claim was called regarding your heating system, claim *** CHW has approved this claim and has authorized repairs.Please see sections below:CSERVICE CALLSWe 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.Our records indicate that per your request your policy was canceled on 2/26/15.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

I am rejecting this response because:
I was told the coil is bad- which IS covered If the leak is coming from a covered part how can the claim be denied?
Regards,

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 exchanger is clogged due to rust and debris Unfortunately, CHW policy does not cover failures that are due to lack of maintenance and/or failures that are due to rust and corrosion Please see section below: 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 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 heating system issues CHW tries to send work order to first available technician to help get our customers the earliest appointment possible It is between the customer and the technician that the appointment is set as we do not know the availability of either party We apologize for the experience you have encountered with this claim Our records indicate that you have been speaking to our customer service department in regards to this issue Please provide us a copy of the invoice you paid for repairs to your heating system for us to review We have placed a free service fee ($45) on your account for the inconvenience you have experienced and will be looking forward to reviewing the invoice for repairs to see how we can further help you.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:
They do not give the service that brag so much aboutSo I want my money retuned in full in the amount of $And I will make sure I never do business with them again
Regards,
*** ***

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 placed on 12/25/ Upon diagnosis, the service provider stated that your unit’s heat exchanger cracked due to lack of maintenance on the system The service provider also stated that this kind of failure cannot develop within the lifetime of policy Unfortunately, CHW policy does not cover failures that are due to lack of maintenance The policy also does not cover failures that are pre-existing to the policy.Please see sections 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 LIABITYThe 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 replacementWe 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 Oven Upon diagnosis, the service provider stated that your unit needed a baking element replace He also stated that the baking element failure has caused the timer on the unit to short out CHW has authorized the replacement of the unit’s baking element However, the timer failure is secondary damage and is not covered under CHW policy.Please see below:FLIMITATIONS OF LIABILTYYou agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performanceYou also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesYou expressly waive the right to all such damages. 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: CHW has falsified the statement from the service provider and is not being trueful in there efforts to resolve this problem. In fact CHW has exclusions in place for the sole purpose of being able to deny claims, CHW claims to offer a comprehinsive home warranty when in fact they offer a policy full of exclusions and unethical tactics, I demand that they replace my microwave or refund the $I have paid to them

I called the repair shop and wanted to clarifie the part I needed, if it was a door switch or a safety switch and they said it was totally different and they could not understand why it was denied for repairThat was a good way to get out of paying to have my machine repaired but I still had to pay the service charge. Hoping you have a wonderful day, Debbie Z

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 Refrigerator Upon diagnosis, the service provider stated that the defrost thermostat, defrost heater, and defrost plate need to be replacedHowever, the defrost plate is no longer available Per CHW policy, when parts are no longer available, CHW reimburses the amount of parts and labor for that repair CHW offered you $326.69, which is the cost of parts and labor associated with this repair You declined the offer In light of good customer service, CHW increased the amount to $ You accepted this amount and it was authorized on 2/16/15.Please see below:FLIMITATIONS OF LIABILTYWe have the sole right to determine whether a covered system or appliance will be repaired or replacedWe are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or colorWe 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 governmentsIf 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

We do apologize for any inconvenience that this has caused you We have gone through the claim again and do see that you had requested that a check be made payable to *** C*** Although, your response stated that the policy holder was not the person who spoke to CHW in March, we do have it documented that we did advise you that we would not be able to send out a goodwill gesture to you due to the fact that your payments were behind In your initial complaint you had stated that you received the news of the claim not being covered; you requested to cancel your policy Our records show that we offered you a goodwill gesture on 2/7/and we were not aware that you were requesting to cancel your policy If we were to have been informed that you wanted to cancel your policy, we would not have offered a goodwill gesture You stopped your credit card payments with CHW by providing and/or leaving an invalid credit card on file, therefore voiding any goodwill that CHW was offering to youCHW is not at liberty to pay a goodwill gesture for a non-covered claim to any persons who no longer chose to have their policy.We sincerely regret any frustration that this has caused you.Regards,CHW

We regret your frustration with the outcome in regards to this claimThe information we received from the service provider stated that an internal seal caused a leak onto the motor causing the motor to rust out and fail Unfortunately, CHW policy does not cover failures that are due to water damage, rust and corrosion, or secondary damage Our records show that per your request, your policy was canceled on 12/09/14.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 Range Upon diagnosis the service provider stated that your unit’s switch board and control board need to be replaced Repairs have been authorized by CHW to the service provider to make repairs The service provider has ordered and is waiting on the control board to finish repairs.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

We apologize for the frustration this claim has caused you The information that was provided by the service provider stated that the compressor failed to weak valves Per the technician it takes time for the unit to run with weak valves for this to cause the compressor to fail Although you might have not known the problem was occurring this type of failure cannot happen within the lifetime of the policy Unfortunately, CHW policy does not cover unknown pre-existing conditions.Although this is not a covered claim CHW has offered to provide you with a full refund However you declined. 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 do not believe that this was a because of any negligence on my partThat is what the company is allegingThe damage to the ac is to the coil, and I don't know what kind of service I was supposed to do to the coil to make it last longer, further more, there is a twin unit that is sitting along side it that has no issues whatsoeverAs far as maintenance is concerned I change the filter in a timely fashion and would keep the unit as clean as possibleI am not sure what I could have done nor do I have any knowledge of the manufacturer telling me that there was a scheduled service on this particular part. They are also alleging that there is cosmetic wear to the unitI am not sure where they came up with this idea, I would like some clarification regarding this.From what I can tell, replacement of the ac coil is an expensive fix and Choice Home warranty is trying to blame it on me so that they can get out of having to fix it

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 first technician stated that after doing an electric leak test, he detected Freon leaking from the coil CHW requested you get a nitrogen test to verify that there were no other leaks on your system A nitrogen test is more accurate than an electric leak test You refused to get a nitrogen leak test Upon diagnosis of the second technician, it became apparent that you unit was not only leaking from the coils but from multiple places showing a lack of maintenance of the system CHW requested that the you submit records to ensure that the unit was maintained properly; to date however; we have not received anything. 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 We
apologize for any inconvenience you have experienced with this claim Our records show that this claim has been covered CHW authorized $for repairs for your heating system.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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI finally received a call from Choice on Friday Feb 20th and they agreed to cancel my policy and provide a full refundI was told that an email was being sent to confirm the cancelation and refund but I have not yet received this email and I am awaiting a refund check in the mail

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 claims with your microwave First claim was entered on 11/27/ Upon diagnosis, the service provider stated that the unit needs a new Main circuit board and touch pad He advised CHW that parts are on back order and would take some time to arrive Per CHW policy, CHW is not responsible for delays in getting parts However, in light of good customer service we offered you the option to send you a check for $587.56, the repair costs, towards the purchase of a new unit or to go ahead and fix the unit Per your request CHW authorized the service provider to fix the system.Please see below:FLIMITATIONS OF LIABILTYWe 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.Second claim for your microwave was entered 1/26/ Upon diagnosis, the service provider stated that the unit had no mechanical failures only need the door to be closed properly.At this time the service provider stated that there are no mechanical failures with your unit Please contact CHW if you have any issues with your system.The details of your situation are not representative of the 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

CHW's policy states that all units coming into the contract must be in good working condition therefore, a few weeks after your policy started it would be impossible for the unit to have shorted out, for the compressor to have stopped working.  If you had your unit in proper working order the start date of the policy, this could not have happened just a few days later.Please see Section A. Coverage 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We apologize for any frustration that this has caused.Respectfully,CHW