Choice Home Warranty

Complaint: [redacted]
I am rejecting this response because: I never got the form email to me as of this date. I would like the form mail to me so I may be reimbursed  any expense during the time my policy was active and a claim was filed.
Regards,
[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 [redacted] .  We regret your frustration with the outcome in regards to claim #[redacted], for your electrical stove.  CHW thrives to get our customers the first available appointment, however service providers are at times over booked which causes a delay in scheduling.We apologize for the frustration you have encountered and have credited your account with a onetime free service fee on your account.  Our records indicate that the service provider assigned has you scheduled to make repairs on your unit on 10/02/14.  We have contacted the service provider and confirmed your appointment.If you would still like to cancel your account, please contact our cancelation 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 [redacted] .  We regret your frustration with the outcome in regards to claim #[redacted], for your air conditioning system.  Upon diagnosis, the service provider assigned stated that the compressor on your unit was damaged by a power surge.  Although this type of failure isn’t cover under our policy, CHW has agreed to settle this matter by reimbursing you the cost of repair of $1155.00.  We have tried to contact you by phone and email but were unsuccessful.  Please contact us at your earliest convenience to verify the mailing address and process the reimbursement.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 the blower motor on your unit has failed and needs to be replaced.  The technician pointed out that the size of the motor on installed on your system does not match your heating system.  Unfortunately, failures that are due to improper installation and also due to mismatched systems is not covered per CHW policy.Please see below section:F. LIMITATIONS OF LIABILITY11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.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: any further attempts are a waste of my time.  The company lied again in their response stating this is not typical of other customers.  They have horrible reviews in every respect except those they pay for.  Their rating with the Revdex.com should be example of the integrity of this company.  I will take actions to ensure the true colors of this company are shown through every form of media possible.  Would hope the Revdex.com of New Jersey would take its own action to ensure this companies reputation and total customer dis-satisfaction is well publicized. 
This company is guilty of fraud, and a group of thieves.  Will gladly debate that point in the public forum if they find exception with this classification of their alleged ethics.  I have sent this company several emails asking them not to send me any further requests for renewal, yet they continue.  I consider this harassment.  Will also handle that myself though other forms of media!!

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.  Upon diagnosis the service provider stated that the unit was leaking Freon.  Unfortunately, per CHW policy, leaks on refrigerator units are not covered under the policy.  Please see section below:3. KITCHEN REFRIGERATORNOTE: Must be located in the kitchen.:EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.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 any inconvenience this claim has caused you.  Upon review of the documentation provided.  The invoice states that the service provider replaced your unit’s blower motor; it does not state what type of motor was on the system when the service provider went out.  CHW contacted the service provider and confirmed that the blower motor they pulled off your system was a 1/3 HP motor, while your class unit calls for a ¼ HP motor.  This is the same provider that you have sent the invoice from.  The service provider confirmed that the 1/3 HP motor was not the right motor for the system.   Unfortunately, per CHW policy, failures that are due to improper installation and/ of mismatched parts is not covered.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 you have encountered with this claim.  The information provided by the technician as well as pictures of your unit stated that there’s a leak on the evaporator coil that is caused by rust and corrosion.  The service provider pointed out that the leak because due to rust and corrosion, couldn’t have developed in 2 weeks’ time.  Unfortunately, CWH policy does not cover failures that are due to rust and corrosion.  The policy also doesn’t cover pre-existing conditions.  You can contact the service provider assigned to provide you the pictures he provided to CHW.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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[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 claims for your air conditioning.  Per our conversation CHW is currently waiting to receive and review your invoice for repairs.  Once we receive this information we will able to help you further.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

As a courtesy, per your request, CHW has refunded $1190.32 to the credit card on file, ending in, [redacted].  Please allow one billing cycle to see the refund on your statement. 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 any inconvenience this claim has caused you. The information that was provided to CHW stated that due to lack of maintenance, your unit has a clogged heat exchanger causing it to crack.  Clogged heat exchanger causes lack of proper air flow to the system.  Unfortunately, failures that are caused to lack of maintenance are not covered in CHW policy.  We have requested maintenance records to further review the claim, however have not received any documents till today.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 information given by choice home warranty was inaccurate. My air condition was well monitored as well as well taken care of. I signed up with choice warranty in April 15,2013. In May 23,2013 is when my motor to my air-conditioner went out, they also refused to fix it.  I had to get [redacted] LLC to fix it. When I had this problem in March 23,2015, the technician from Fresh wind AC came and checked it, I asked him if I had enough  Freon, he stated that I indeed there was enough. He stated that my condenser was bad, and when I asked what could be the cause, he stated he honestly does not know what might have caused this to happened. Choice home warranty are just living up to their commitments as they said they would in the warranty and are trying to find anyway out of fixing my air conditioning regardless of the fact that their the one's who claimed that is was fixed but indeed it was simply not. They gave false information by selling inaccurate information to customers. The information they gave about ground surge causing my condenser to stop functioning is not in my contract manual. As well as the false statement that my Freon was low. All their business information are gimmicks. From what their actions prove, they are looking for ways to avoid keeping their part of the contract, they have shown that all they are after is making money and not taking care of the costumer as they claim they do. I want the Revdex.com to post this so that people will take note of their business practices and avoid using choice home warranty. Regards,

We apologize for the inconvenience this matter has caused you.  CHW records show that your new check has been mailed out and you should be receiving it at any time.  Once again to confirm the check was mailed to: [redacted].  If this address is not correct please advise our customer service 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

We apologize for any inconvenience this claim has caused you.  We understand that your unit’s heat exchanger is cracked.  However, per the service provider’s information the exchanger cracked due to being clogged with rust and debris.  Unfortunately, because the failure is due to the rust and debris is not covered under CHW policy.  Per CHW policy, failures that are due to lack of maintenance and/or failures that are due to rust and corrosion are not covered.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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
I do not  think this resolution is fair, but have accepted as I am facing cardiac surgery next weekand do not have the energy to pursue it. When discussing this with their representative, I asked them where theythought I could have gotten a dishwasher for $190 or $300.  She could not give me an answer.  So I assume they just make up an amount thatis as little as they think they can get by with.  Additionally I think they had no intention ofaddressing my concerns until I made my complaint to Revdex.com.  My original request for mediation was sent1/4/15.  So it took over two months to get a phone call from anyone willing to discuss the matter.  I was NEVER contacted by anyone who workedfor the Mediation company listed in their booklet.  I can only assume there is no mediationcompany and that it was only a ruse to put people off.

We have not been in contact with Choice Home Warranty.  They had rescinded their $525 offer in their first response, and have not contacted us since then.  However, $525 goodwill is not acceptable when they clearly owe us $1700 for the furnace replacement.  Please keep this open and ask them to respond to our request for payment versus "goodwill" since they are responsible under the contract they signed with us.  How could we have not maintained the furnace if it lasted for 28 years!Thanks and Happy New Year,Carolyn Maddox[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 plumbing issues. Also we are very sorry that you are upset with the refund amount that we had authorized for your policy.  I do see that we did offer to cover the cost of the repair although it was a non-covered item.  The service provider advised us that the “hose bib was leaking and also you have a guest house.” We offered to pay for the “hose bib” and you had declined our offer and requested to cancel.  I do apologize if the Cancellations Manager [redacted] was at all rude to you and I will advise the other members of the Board of Directors.  For that, I do sincerely apologize; CHW does not condone that type of behavior.Please see our policy in regards to the cancellation fees: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. 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. Choice Home Warranty was in full compliance with its terms & conditions as you were refunded $1105.00 for your policy.  This does include the cancellation fee and the claim that CHW covered for your fist plumbing claim.The details of your situation are not representative of the normal CHW customer experience.  We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,Tracy M.Resolutions ManagerOffice of the President 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 [redacted] .  We regret your frustration with the outcome in regards to claim # [redacted], for your Septic system placed on 4/26/14.  Per your request, on 5/14/14 CHW emailed you a reimbursement form to complete and return for review for reimbursement on this claim.  The email we have on the account is [redacted].  On 2/3/15 we received correspondence from you in regards to not receiving the reimbursement form that was emailed. We resent the document to the email on file.  CHW did not deny your claim, the reimbursement from with proper documents was never sent in for review. Per your request, on 2/9/15, your CHW policy was canceled.  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 you have encountered with this situation.  Our records show that the remaining $171.35 was credited back to your credit card used for purchase on 11/20/14.  Please verify with your credit card company.  If you have any questions feel free to contact our customer service department.  Best regards,CHW