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.  Upon diagnosis, the service provider stated that your unit’s gas valve over heated causing damage to the circuit board on the system.  Per CHW policy, valves on your heating system are not covered.  Secondary damage is also not covered under the policy.  The service provider confirms that the gas valve was the primary failure.Please see sections below:D. COVERAGE5. HEATING SYSTEM OR BUILT-IN WALL UNIT NOTE: Main source of heat to home not to exceed 5 (five) ton capacity and designed for residential use.EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) -  Calcium build-up - Maintenance. NOTE: We will pay no more than $1,500 per covered item per contract term for access, diagnosis and repair or replacement of any glycol, hot water, or steam circulating heating systems.F. LIMITATIONS OF LIABILITY19. 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 damages. You expressly waive the right to all such damages.Our records indicate that per your request, your policy has been canceled as of 01/06/2015.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 [redacted],We are very sorry that you are unhappy with our policy and are willing to offer you a full refund that you paid in the amount of $1005.00; even though we did pay out $1541.77 in claims for you.  If you accept this offer, please contact me directly at [redacted] and I will send you the final paperwork.Thank you,[redacted]

have also provided the info below in a form of an attachement. [redacted] came to my house on Sunday, October 26th 2014 to repair my Dishwasher, ticket #: 5[redacted] and my Washer, ticket # [redacted]. It was determined that the Dishwasher could not be fixed, and it would be more cost effective to replace the machine.           On Monday, November 24th 2014 I called Choice Home Warranty, reference Claim #5[redacted] / $179.99and I was told that there was a 30 days waiting period.           On Tuesday, December 23rd 2014 I was told that the check was mailed on December 19th 2014.           On Tuesday, December 30th 2014 I was told by Supervisor [redacted] at 12:16 p.m. that the check was mailed and he verified my address with Billing Department and the check was mailed Friday, December 19th 2014.           On Tuesday, January 6th 2015 I spoke to Customer Service Supervisor [redacted] and she indicated that the check went out on December 19th 2014 and that the check was not cashed.          On Monday, January 12th 2015 I received a phone call that another check would be mailed.           On Friday, January 30th 2015 at 11:20 a.m. I spoke to Supervisor [redacted] about the check and I told her that I had received a call from the Company had called me and that another check would be mailed, and she was supposed to call me back; she never did.           This is Thursday, February 5th 2015 and still I have not received the check. Respectfully yours; [redacted] Sr.

We apologize for the frustration this claim has caused you.  The information that was provided to CHW along with pictures taken during diagnosis stated that your unit’s heat exchanger cracked due to lack of maintenance on the system.  However, if you do not believe this information, please provide CHW with your second opinion diagnosis.  Once we receive the diagnosis of your second opinion, we will re review the claim.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 heating system.  Upon diagnosis, the service provider stated that your unit needs a new thermal expansion valve.  According to CHW policy, thermal expansion valves are not covered under either the air conditioning nor the heating system coverage of CHW policy.Please see section below: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 detections – 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.5. HEATING SYSTEM OR BUILT-IN WALL UNIT EXCLUDED: All components and parts relating to geothermal, water source heat pumps including: outside or underground piping, components for geothermal and/or water source heat pumps, redrilling of wells for geothermal and/or water source heat pumps, and well pump and well pump components for geothermal and/or water source heat pumps. Access - Radiators or valves - Baseboard casings - Radiant heating – Dampers – Valves - Fuel storage tanks - Portable units - Solar heating systems - Fireplaces and key valves – Filters – Line dryers and filters - Oil filters, nozzles, or strainers - Registers – Backflow preventers – Evaporator coil pan – Primary or secondary drain pans - Grills - Clocks - Timers – Add-ons for zoned systems - Heat lamps - Humidifiers - Flues and vents – Improperly sized heating systems – Mismatched systems - Chimneys – Pellet stoves - Cable heat (in ceiling) - Wood stoves (even if only source of heating) -  Calcium build-up - Maintenance. NOTE: We will pay no more than $1,500 per covered item per contract term for access, diagnosis and repair or replacement of any glycol, hot water, or steam circulating heating systems.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.  If you would still like to cancel your CHW policy, Please contact our cancelations department 888-531-5403.Best regards,CHW

Dear [redacted]:Choice Home Warranty is not required to provide any written documentation for any claims submitted weather approved or not approved. Our policy can be viewed online at www.choicehomewarranty.com/useagreement.  All claims can be viewed by our customers by placing their policy number along with their email address.  You can see the status of a claim by going to this site.  If you need records for yourself about the failure of the unit, please feel free to contact the Service Provider that came to your home to diagnosis the unit. We do apologize; since your policy has been cancelled we are not permitted to disclose any information. 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 .  Per your request we will apply a credit to the credit card on file for $49.00.  The last payment on 12/10/14 was voided on 12/10/14, leaving you with a total credit of $98.00 for the last two payments.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 Refrigerator.  Our records show that we have authorized different technicians to perform a number of repairs on the unit totaling $570.00.  Our records also indicate that you requested to cancel your service on 12/8/14.  Per CHW cancelation policy, we were given a prorated refunded of $399.99 that was credited to your credit card on 12/9/14.Please see below 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 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 for any and all inconvenience that this has caused you.  I have been emailing you and your husband about this claim ;the claim has been deemed a non-covered claim it is due to the fact that the unit did not come into our policy in good working order.  The unit, according to the manufacturer warranty has a longer life span with proper maintenance and also since you have been with CHW for a short amount of time, our policy states that all known or unknown pre-existing conditions are an exclusion to the policy as well.  Please see 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.A. COVERAGE3. 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 component.We do apologize and look forward to assisting you with future claims. I will continue to review the claim and see if there is anything further that I am able to do.Best regards,

I am rejecting this response because: The refrigerator was working okay before the technician showed up and made some fixes. And, I already reached out to the technician in the past and per them I am not supposed to call them, Choice will call them only then they will be able to help. Choice only hired the technician. And, after finishing the job technician told me that he replaced / made all the required fixes, even though Choice didn't authorized him to do that work. At the end of this, if Choice hired and sent technician to fix something at my home and that technician break anything by mistake, then I Choice is liable for that problem or breakage, because Choice only made the decision to send that technician to my home.

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 this situation.  Per your request CHW has agreed to reimburse you the last 2 months of service in the amount of $79.66.  The amount will be refunded onto the credit card used for purchase.  Please allow 30 business days for processing.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:
First, I am not upset about the outcome of my claim.  As explained in my initial complaint, the problem is that I submitted a claim and when I asked for written notification of the outcome, the company stated they are not required to provide that.  This is supposed to be a legitimate company; therefore, I requested an official response in writing.  I am in business too, and when I communicate with clients, I use a company document with letterhead when requested by the client.  That's what I want for my records since right now I do not have any documentation saying that the company denied my claim.  I appreciate the phone call, but I still expect official documents.Secondly, if this is not a contract for warranty or residential services, please explain the nature of your business.  It is obvious that you are misrepresenting your product since your name is "warranty" and the contract uses verbiage such as "coverage", "warranty", and "claim".  Any reasonable person would expect this to be a "warranty" based on your contract.

CHW is willing to offer you a pro-rated refund as we have explained to you today over the phone (3/31/15).  Per our policy, section L. CANCELLATION 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. The total amount of your refund from CHW would be $212.49.  If you accept this amount, please email me directly and I will have the paperwork for 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 [redacted] .  We regret your frustration with the outcome in regards to claim #[redacted], for your water heater.  Upon diagnosis, the service provider stated that your unit was leaking from the storage tank.  Unfortunately, the storage tank is not covered under CHW policy. Please see below:6. WATER HEATEREXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.Our records indicate that per your request, your CHW policy was canceled on 9/24/14.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

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

I am rejecting this response because: freon was added to unit before it went out. It was NOT low on freon. Your technician can verify that as I paid him to fix leak and add freon as you denied that claim also. You are WRONG!!'
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 .  Our records indicate that you have two policies with CHW.  Upon review of your account it appears that we have processed and approved the following claims:Policy [redacted]-• 07/09/14, Claim# [redacted], Air conditioning system, $315.00• 08/15/14, Claim# [redacted], Air conditioning system, $800.00• 11/5/14, Claim# [redacted], Washing machine, $274.00• 11/24/14, Claim# [redacted], Garbage Disposal, $105.00Policy [redacted]- • 08/15/14, Claim# [redacted], Garage door opener, $35.00• 09/04/14, Claim# [redacted], Air conditioning, $65.41• 10/08/14, Claim# [redacted], Air conditioning, $42.03• 10/17/14, Claim# [redacted]. Air conditioning, $221.34• 10/28/14, Claim# [redacted], Washing machine, $114.65We regret your frustration with this situation.  Per CHW policy, if cancellation is after the first 30 days, a prorated refund is available minus amounts paid out on claims.  Please see section below: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. 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 we are unable to assist with the repair of the unit.  Also, even though upon every claim that you make, a service call is required to be paid to the technician.  Please see Section C. SERVICE CALLS –. You will pay a $60 trade service call fee (“Service Fee”) - (in your case you had a special offer to pay a $45 service call fee)per claim or the actual cost, whichever is less. The Service Fee is for each visit by Our approved Service Provider, except as noted in Section C (5), and is payable to Our approved Service Provider at the time of each visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or denied. The service fee also applies in the event You fail to be present at a scheduled time, or in the event You cancel a service call at the time a service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.You had requested that we pay you the service call fee back.  Again, this money that you paid did not go to CHW it went directly to the Service Provider but we are willing out of good faith to send you a check in the amount that you paid the service provider for the non-covered claim for your washer.  Please email me directly and I will send you the proper paperwork to submit the reimbursement.Thank you,

I am rejecting this response because:  I believe they could, should and would help me if they truly cared about their customers.  I recommend the company owners watch the movie "Rainmaker" to see a picture of what I think of their business practices.

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 heating system.  Upon diagnosis, the service provider stated that the control board and heat strips have failed.  The technician pointed out that the blower motor assembly on the system is dirty as well as the duct system showing restricted air flow which causes the unit to overheat taking out components.  This could have been avoided by proper maintenance of the system.  Unfortunately, failures that are due to lack of maintenance are not covered per CHW policy.Please see sections below:F. LIMITATIONS OF LIABILITY4. CHW is not responsible for the repair of any cosmetic defects or performance of routine maintenance8. CHW is 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. CHW is not liable for normal or routine maintenance. CHW 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