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 # [redacted], for your Heating system.  CHW tries to set up customers with the first available technician.  However, CHW does not control the service provider’s scheduling as we don’t know when the technician or the customers are available.  Our records indicated that you have used your own service provider and will provide us an invoice for review.  Once the claim is reviewed, we will contact you.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

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 refrigerator ice maker.  Upon diagnosis, 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.  Please see sections below:F. LIMIATIONS 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.19. You 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 performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damagesOur records show that per your request, your policy was canceled on 12/09/14.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

Per our conversation, you have agreed to the amount that we are going to send you.  I have sent you the paperwork and you have agreed to send it back to me at [redacted]  I am happy that we were able to satisfy this claim for you.Thank you,

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 do apologize for any inconvenience that this has caused, please be rest assured that the policy is not active and your credit card was not charged.  You are cancelled within our system and are fee to go to whatever place you have found.  If you choose to come back to CHW, we would be very happy to accept you back.All the best,CHW

We apologize for the frustration you have experienced with this claim.  Our records indicate that two different service provider have stated that the unit has failed due to water damage.  Both the service provider we assigned and the service provider you choose for a secondary opinion stated that the unit failed due to water damage.  The information we have was provided by the service provider that you choose.  If you believe the information we have is incorrect please provide CHW with you technician’s diagnosis 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

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 $630.00.  You purchased the policy for $1750.00. During the time of the policy CHW has paid $1120.00 in claims.  CHW has waived the prorate of the policy as well as the $50.00 administration fee and hence current refund is $630.00 ($1750-$1120 = $630).  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.

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

[redacted]
I am rejecting this response because: Choice Home Warranty is a fraudulent bussiness. Their responses show no intent to settle this issue. I will be sure to let everyone I know to never to bussines with them or [redacted] Plumbing. In addition I will let people know through social media what a fraud CHW and [redacted] Plumbing is and to beware of the scam that they run together to deny servives that you pay for and expect. Any licensed plumber would know the difference between a pressure relief valve and a ball ck valve. So say otherwise is simply fraudulent. If I was there instead of my wife there probably wouldn't be an issue.

I am rejecting this response because:
It is fraud that you sent out a contractor who did nothing but take my money. He didn't even look at the unit and I informed you of that! Fraud is taking my money then never sending someone else back to the my home. I never told you I was contacting an attorney but now maybe I should seeing your company is under investigation for fraud. You didn't provide my services and still never sent back anyone to my home. I still have no fully working heating system in my home. I do want the $45 back because the person you sent literally took my money and left. He didn't do anything! Why should he get money just for walking in the door and not even looking at my system? That makes no sense. Your company is known for taking money and not providing services. You need to understand the definition of fraud. Me contacting my credit card company to let them know that you are not providing the services that you promised is not fraud. It's the truth! I still do not know what is wrong with my heating system. You canceled my account and now refuse to give me back any of my money and that is illegal. That is fraud. I want all of my money back that was paid to you in full.

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 you’re your Air Conditioning system.  Upon diagnosis, the service provider stated that damage to the system is due to lack of proper maintenance on the system.  The technician stated that the unit nozzles need cleaning and there’s a hole in the vent tubing.  Unfortunately, CHW policy does not cover failures due to lack of proper maintenance.  Please see section below:F. LIMIATIONS OF LIABILITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.The details of your situation are not representative of the normal CHW customer experience.  Please accept our apology for any trouble or inconvenience this has caused.  We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

I do apologize that the service provider that our company sent to you gave you misleading information.  As you mentioned he told you that the unit “had to be replaced”.  Our service providers do not have the authority to advise a customer of this.  Our process as explained to you upon your conversations with our staff, once a provider has been to your home they have to call in their diagnosis.  Once they speak to our in-house technicians we then make the determination if the unit can be fixed, if it is worth the repair, if it should be replaced or if something else caused this issue to happen; meaning the secondary damage. The technician’s diagnosis to us was that “your compressor failed due to the relay burning out.  This allowed the compressor to constantly run and causing the unit to fail.”Our policy clearly states that is a unit fails due to another component that is secondary damage that we do not cover.  Please see section F. LIMITATIONS OF LIABILITY # 19 , as stated in our prior response “… You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages…”.  CHW tries to make every customer happy; once you voiced your extreme disappointment try our best to assist you.  Since we do not cover the secondary damage, we were willing to offer you the money for the part of the relay including labor.  We also offered if you chose to have the unit fixed, we would cover that cost of the relay along with the labor fee.  Again, we would not be able to assist with the compressor due to the secondary damage.You stated that you had no choice but to replace your unit with a brand new unit after a few days.  Per our policy, if a customer disagrees with the outcome of the claim they can dispute the claim for a more favorable resolution. Please see Section G. Mediation In the event of a dispute over claims or coverage You agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claim. The parties agree to mediate in good faith before resorting to mandatory arbitration in the State of New Jersey.Despite the fact that we did not receive a written letter from you, we were still trying to assist you with a resolution.Once again, we do apologize for the frustration this has caused you.Regards,CHW

We apologize for the frustration you have encountered with this claim.  The information we have received from the service provider states that the failure to your unit is due to lack of maintenance.  Per CHW policy, failures that are due to lack of maintenance are not covered under our policy.  We have requested you send in maintenance records for further review, however you declined.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

I do apologize, I did document the incorrect policy.  I have looked into the correct policy and do see that you have cancelled with us after you were advised your claim could not be covered.  I do apologize, our company does only fix mechanical failures and a smell is not a mechanical failure.  The tech did state to us that he found nothing wrong with your unit.  Although you have cancelled your policy with us, we are willing to offer you back a full refund.  Our technician did give us a diagnoses but you stated that he did not and since you stated this, we are willing to refund you for the $45 service call fee as well.  Please email me directly and I will send out the correct paperwork for your refund.  My email is [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 regards to claim # [redacted], for your air conditioning system.  Upon diagnosis, the service provider stated that due to lack of maintenance, your unit has a clogged heat exchanger causing it to crack.  Unfortunately, failures that are caused to lack of maintenance are not covered in CHW policy.  We have requested maintenance records to prove proper maintenance was performed on unit; however we have not received these documents.Although this is not a covered claim, CHW offered you $525.00 as a good will gesture towards repairs.  Unfortunately, this offer is no longer available.  Please see below section:F. LIMITATIONS OF LIABITY4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement. The details of your situation are not representative of the normal CHW customer experience.  Please accept our apology for any trouble or inconvenience this has caused.  We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home...

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted] .  We regret your frustration with the outcome in regards to claim #[redacted], for your air conditioning system.  Our records indicate that the service provider assigned made repairs to your system and it is now working.  We have added a free service fee to your policy for the frustration you experienced with this claim.  Please close this complaint as resoslved. 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 regret your frustration in regards to this claim.  The information provided by the service provider stated that your water heater was leaking from the main storage tank.  Unfortunately, the main holding tank is not covered under the policy.  If you would like to discuss the cancelation of your policy, please call our cancelations department 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

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 your dishwasher claim.  However, we are glad that we were able to resolve the issue for you.  Per your last conversation with CHW, we have authorized a check in the amount of $100.00 to be sent out to you towards the repair or replacement of your dishwasher in resolution this complaint,  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

I am rejecting this response because: The Technician stated the coil DID NOT FAIL due to improper maintenance.  The failure was due to normal wear and tear.  YOU denied the claim ONLY after you COULD NOT convince the Tech to change his recommendation.  YOU LIED on your denial.  You are a Dis Honest company that is only trying to make money by cheating your customers.  The system was 30 years old & the service contract was reaching its end.  THAT'S why you denied the claim.

Per your request, CHW will be reimbursing you $125.00 for the cleaning of your septic system.The details of your situation are not representative of the normal CHW customer experience.  Please accept our apology for any trouble or inconvenience this has caused.  We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

I am rejecting this response because:Prior to my March 17th Contract start date with CHW I had other Home Warranty Insurance (The Home Service Club)  And they did not have any valve exclusions. Therefore I would have put in a claim with them if there was a previous existing condition,as CHW is suggesting. I changed companies because, the monthly premium was much lower and so was the service call charges.I see now that you get what you pay for! I had faxed a copy of my previous insurance policy to [redacted] at Fax# [redacted], so I didn't have to wait the initial blackout period.
Regarding, not accepting your offer of a refund. I did not accept because CHW rep [redacted] stated that I had to sign a release before receiving any monies. When I said I was going to make a complaint to the Revdex.com and Consumer Affairs, he said " You can give us the release and get the refund NOW, instead of making a compliant and waiting 90 days for a response. And it is not a guarantee You will receive a refund."Choice Home Warranty is an UNSCRUPULOUS Company. I had an Attorney review their contract and was told it  has"Multiple Contradictory Terms"