Review: On Jan 2, 2014, My furance inside my home and my outside unit stopped working on this date. I immediately called Choice warranty, I was told that they were going to assigned a vendor to my case. I received a call that a vendor was assigned to my case, I called the vendor and the vendor stated that he was going to come to my home on Friday Jan. 3, 2014 between the hours of 2-5. At 3:00 I called Choice warranty and I was told that the company that was suppose to come to my home, had and and family emergency. Choice advised me that they were going to find another vendor. I called Choice back 20 minutes later and was told that, no one could come out that day but another vendor was able to come out Monday Jan. 6, 2014. Mind you this was the time when temperatures was below freezing and inside my house was 6 degress. The vendor that they refered advised me that they will try and come out on Monday Jan. 6,2014 it wasnt and gurantee. So I called Choice on Monday Jan. 6,2014 once again to let them know that no one was been at home as of yet..... So once again they gave me and another referrel in which that company did come out on Tuesday Jan. 7,2014.. When the company came out on Tuesday, the guy told me that that my inside unit capicitor was not working inside the furance. And that the compressor was bad on my unit that has been in my house since 1991. He advised me that units dont last over 15 years and that my unit was 22 years old. He also stated that he was going to request that I get a new outside unit. On Wednesday Jan. 8, 2014 I called Choice and and a supervisor told me that my claim was denied due to non wear and tear of myunit. I stated to her that was unit was 22 years old and how is that not wear and tear ? The supervisor stated that it was considered and ground short, it could've been from a thunder storm due to lightening. I told her it was no thunderstorm in my area, ita been a severe cold front in my area. The unit is 22yrs old !Desired Settlement: The business has the responsibiltity to repair my unit. I pay for a service every month, its a warranty company why wouldnt they fix my unit. Thats what they are in business for. The hold situation was not professional at all.

Business

Response:

Dear [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 are very sorry for the frustration with your claim of the Heater but we do not cover units that have been shorted to ground, this is a compressor failure. There are four ways this could happen and all four ways are not covered under our policy.

1. Acid in the System

2. Constant overheating of compressor, meaning running system when it is low on freon for an extended period of time

3. Power Surge

4. Lighting Strike

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

Consumer

Response:

[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 have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

Regards,

Useful

Reply

Review: I signed up with them a little over a two years ago and been paying my monthly premiums om time. Anytime I have an issue that needs a repair, all I get is excuses.

I called them five days ago and reported a leaking drainage,a faulty sump pump and a copper pipe line that is seeping water, after five days, they sent me a plumber at the cost of $45 (service cost fee) .In less than thirty minutes after his arrival, he told me that choice home warranty has denied all three claims because,

1) the pipe line is not leaking water, the water is just seeping and unless water is dripping, it is not considered leakage. although you can see water seeping out and lots of corrosion on the copper pipe line.

2) Initially they told me that sump pump is not covered under my plan, I then went ahead and read the portion of my contract where it states that sump pump is covered, he then changed his statement telling me that my contract covers only permanently installed sump pumps and mine is not. I told him that my sump pump is permanently installed, he then changed his statement again and told me that mine runs on electricity and they only cover sump pumps that runs on water. And on the agreement paper, there is not a single statement that tells you which kind of sump pump is covered and which one is not.

3) I signed up for the total coverage which includes plumbing systems ,drainage systems and plumbing stoppages and it goes on to say that all my plumbings and drains are covered up to hundred feet of access point. The plumber told me that anything underneath my foundation is not covered and refused to touch anything and in addition demanded $45 as a service call.

Please , this company is out there ripping innocent people off and I feel like I have been taken advantage of and something needs to be done to get my issues resolved. Attached is a link to over eighty five people who have been deceived by this company

http://www.ripoffreport.com/r/Choice-Home-Warranty/Edison-New-JerseyDesired Settlement: I want this company to repair these three plumbing issues I'm having. I have paid them too much money over the years to be treated like this.

Business

Response:

Dear [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 .

Upon review of your account it appears that we have processed and approved the following claims:

[redacted] on 5/8/12 for your Plumbing Stoppage in the amount of $100.00

[redacted] on 5/8/12 for your Plumbing System in the amount of $140.00

[redacted] on 6/29/13 for your Electrical System in the amount of $100.00

We are very sorry with the outcome of claim #[redacted] for the Sump Pump, per our policy the Sump Pump is an extra coverage that you did not purchase. Please see Section E. OPTIONAL COVERAGE (Requires Additional Payment)

4. SUMP PUMP

INCLUDED: Permanently installed sump pump for ground water, within the foundation of the home or attached garage, except:

EXCLUDED: Sewerage ejector pumps - Portable pumps – Backflow preventers – Check valves - Piping modifications for new installs.

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did purchase the total package which covered plumbing system and blockages including sump pumps ( I can fax over a copy of the contract stating that sump pump was covered under my contract). The first guy I talk to even told me that I do have a sump pump coverage but not the kind that I have. The kind of sump pump I have is the same as those in majority of households, and this was even confirmed by the plumber.He told me the kind of sump pump coverage I purchased runs on water and mine runs on electricity, which I considered as a bogus excuse. The only additional coverage which wasn't included in the total package was limited roofing which I also bought.

2) I reported three claims, number one was the sump pump, number two was water coming out from the drainage under my basement floor.anytime I turn on water in my kitchen, the water just floods my basement floor. The plumber told me that choice home warranty do not cover any plumbing nor drainage that is below or under the basement floor inside a house, which is not true because there is no where in my contract that states that. My number three claim was a copper pipe line that runs on my basement ceiling that runs from my hot water tank the my basement bathroom which is turning green showing signs of corrosion.

And lastly, I have never ever had three service calls from choice warranty, only two, and it was a leaking spigot connected to my clothes washer and a clogged drain.the last time I called for an electrical problem, nobody showed up and since it was an emergency, I had to pay an electrician out from my own pocket and choice home warranty couldn't even make any effort to reimburse me.

Please take your time to read the attached link and you will know how crook this company is.http://www.ripoffreport.com/reports/specific_search/choice%20home%20warranty<...⇄ />
Regards,

[redacted]

Business

Response:

Dear Mr. [redacted]:

I have printed out your policy and have mailed it to you. I have it listed that the only extra coverage you have on your policy is ROOF LEAK. If you could please verify the policy number that you have with us I can look into this further. The policy that I have listed for you is [redacted].

If this is not your policy, please advise me and we can look into this matter further. As per the leak and corrosion, we do not cover any type of leaks or corrosion in the home. Please see our policy Section F. LIMITATIONS OF LIABILITY

1. 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.

Also, if you would like to see CHW status please go to Consumer Affairs and you will be able to see the truth about CHW. We are very sorry that you feel as though we are a scam, our company follows all of the policies that we post on our website. Please feel free to view this at www.choicehomewarranty.com/useragreement.

Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted]

Choice warranty is not answering questions to my issues, they're giving irrelevant answers to my complaints

First, I called and reported a sump pump the wasn't working, they told me that they only repair permanently installed sump pumps, I then told them that my sump pump is permanently installed, and then again, they changed their story to tell me that if unless y sump pump runs on water, if it runs on electricity, it will not be covered. Even the plumber they sent to my house told me that over ninety-nine percent of sump pumps in American house holds are the same as the one I got in my house.the sump pump in my house is permanently installed and yes, it does run on electricity just like any other and in my contract with choice home warranty, it states under the plumbing section that, permanently sump pumps are covered.

Secondly, I also reported on the same day that water is coming out from my basement floor anytime I run water in my kitchen sink,which signifies a cracked/broken drainage line underneath the basement foundation floor.The same plumber upon looking at it told me that choice home warranty doesn't cover anything underneath basement foundation floors. Nothing whatsoever is written in my contract to that effect. I have asked them several times to show me where it states such exclusion on the contract and they've not been able to do so. As I type right now I've not been able to properly use my my kitchen sink for over a month for the fear of flooding my basement.

The last thing I reported on that ticket was a corrosion/leakage on a pipe line in my basement ceiling which was also denied, I referred to my contract and yes, that wasn't covered and and I never argued about it .

Choice home warranty has chosen to a argue about corrosion issue (which I'm not contesting) and ignored the first two (the sump pump and the cracked/busted drainage line) This company, for every month has been taking money from my bank account for over two years and every time I call in for service, all I get is nothing but excuses and denials, but this time I think I have had enough with them and will not stop litigating this till my issues are resolved. thanks.

Useful

Reply

Review: CHOICE HOME WARRENTY DOES NOT HONOR MAJOR REPAIRS TO A/C UNITS. MY COIL WENT OUT AND INSTEAD OF AUTHORIZING REPAIRS, CHOICE WARRENTY STALLED FOR TIME FIGURING OUT WHAT LIE TO TELL ME WHY THEY WILL NOT AUTHORIZE REPAIR. THIS COMPANY PROCRASTINATED BEFORE I GOT A ANSWER FROM THEM. THEY ARE NOT TO BE TRUSTED WHEN IT COMES TO MAJOR REPAIRS. THIS COMPANY IS DANGEROUS!I ALSO NOTICED THAT THERE ARE MANY COMPLAINTS THAT ARE VERY SIMILAR AGAINST THIS COMPANY.Desired Settlement: THE COST OF REPAIRING MY UNIT $1800.00

Business

Response:

Dear Mr.[redacted]r JR.

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .

Upon review of your account it appears that we have processed and approved the following claims:

[redacted] on 8/27/2011 for your Microwave in the amount of $131.78

[redacted] on 12/7/2011 for your Heating System in the amount of $171.33

[redacted] on 3/14/2012 for your ceiling fans in the amount to you $70.00 to the vendor $105.00

[redacted] on 12/02/2012 for your Air Conditioning System in the amount of $55.00

[redacted] on 6/01/2013 for your Air Conditioning System in the amount of $227.50

I do not think that your statement is very true when you said that CHW doesn't cover any major repairs, our records show that we have paid out $760.61 for your claims throughout the time you had your policy. I do apologize that you are frustrated with this claim for your AC and as we explained to you, we cannot cover any unit that has a leak as yours did. Our Service Provider lrt maint came to your home and diagnosed your unit. They informed us that. "there is a leak in the evaporator coil." Per our policy, we do not cover leaks of this kind.

I also see that you chose to cancel your policy with CHW. We are very sorry that you are no longer with us as we do strive to help our customers in any way we can as we did for your policy. 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

Consumer

Response:

Review: [redacted]

I am rejecting this response because CHW failed to honor a repair that should be under warranty. First of all, my A/C unit was leaking freon. Instead of recharging the unit, I recommended that the unit be checked for leaks. I was told that I would have to pay for that service, Once that service was performed, the technician called CHW management for authorization, CHW procrastinated on the matter putting everything on hold. The problem was the coil was leaking. I had to wait for a response because the order was under review. A couple of days go by and still no response from CHW. So I call them and they tell me that my unit is not well maintained. CHW claims that dust caused the unit to malfunction. However when the technician called the order in, he reported that the unit was well maintained. I do not appreciate CHW stalling for time just to figure out what lie to tell me so they would not have to pay for the repair. So at this time I will not accept their response because of inaccuracies.

Regards,

[redacted]r [redacted]r Jr

Business

Response:

Dear [redacted]r [redacted]r:

CHW is very sorry for the frustration that this has caused you. Please see our policy at www.choicehomewarranty.com and you will see that we do not cover leaks of this kind. We diligently worked on your claim and we were not procrastinating to find a reason for denial. As you can see from your other claims that you placed and we approved, we are a company here to help our customers. This claim, unfortunately is a non covered item.

We apologize for any aggravation that this has caused.

Best regards,

CHW

Useful

Reply

Review: We purchased a home warranty and had an issue with our central air freezing up. we called the warranty company and they sent out a technician who performed a leakage test that was electronic but that was not satisfactory to the warranty company. They wanted a nitrogen test. The technicians said it was not necessary. So I complained and they said they would do the work without a nitrogen test but now are saying the air conditioning has not been properly maintained. We have only lived here for two years and we had it serviced once. She said I refused the nitrogen test and I am saying she is a liar. We had two different technicians come out and both said the nitrogen test was unnecessary. I am getting totally different stories from the technicians than the employees of Choice Home Warranty. It says in the booklet we received that normal wear and tear is covered.Desired Settlement: I want a new unit and a new coil installed at no charge to me. That was the assessment of the last technician that checked our system.

You need to honor it.

Business

Response:

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 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 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

Useful

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Review: On July 28 choice received a claim for a broken fridge which had rushing water being leaked onto kitchen floor. Had to call three vendors after claim to get help to shut water down from leaking. Vendor could not come until next day at 12:30. No emergency service. I attempted to catch water from freezer in a bucket since they offered no other service. Next morning kitchen was flooded to family room. Vendor cancelled service at 10:00 am for service for 12:30 due to emergency. Called Choice and they sent another vendor at 4:00. Water line was unhooked but could not stop water they placed line in a cooler to catch it. Ordered necessary part . Had to call vendor and choice weekly and still no completion of service August has past and still no completion only numerous of promises broken. Sept. They send second company but did not share diagnostic and part needed to vendor. Therefore started claim from beginning another 2 weeks and I had to call again for service to be completed. Sept. They put in the new part but fail to replace water line. Company states they need authorization from Choice. Finally they arrive 9/17 to secure line and restore water to ice maker,but they break the shut off and need a plumber authorization. Can't send plumber until 9/22. Checked my basement on 9/19 and water running from line onto flooring and carpet in living area. 5 calls later from me and my insurance company to get them to okay me getting them to come ASAP which will be maybe 5 pm. And then it still won't be completed until hopefully on the 22nd of Sept. I wanted to drop their services after the poor service in July but they have drug out this claim and I am unable to drop until they complete the job. However they are still receiving monthly payments without customer satisfaction.Desired Settlement: Refund of monies payed for contract. A refund for prolong service and damages and time

Business

Response:

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

Consumer

Response:

I am rejecting this response because:

They are responsible for selecting the contractor that are suited for their company. The contractors are their sole responsibliity since the customer has no say in who is elected to complete the repairs for their home. They should contract with reputable contractors that meet their high standards and promote the expectations of Choice Warranty. When they don't they need to release the contractor and immediately find a suitable alternative or allow the homeowner to select their own contractor and pay that contractor directly. Allowing a customer to go without an appliance that is necessary for basic needs for more than 2 months and to continue to charge them their monthly fee without any service of satisfaction to be rendered is appalling to say the least. I can not get back the time I spent on the phone away from my family, the time missed from work, salary missed from work, the inconvenience of having other to sit and wait. A full refund of service charge, monthly charges for Aug, Sept and Oct. along with monies paid to contractor due to a emergency no reply for the entire weekend.

Business

Response:

We apologize for the frustration that this claim has caused you. Although CHW policy states that we don’t cover emergency service fee costs we were able to set you up with a service provider that can service your unit the next day. Upon diagnosis the service provider stated her unit needed a new fan motor and saddle valve. CHW authorized repairs to be made. Upon further diagnosis the service provider stated that the unit needed a water fill valve which we also authorized. It was brought to our attention that while making repairs the service provider broke the saddle valve which caused the consumer’s fridge to leak. Although CHW policy states that we are not liable for technician negligence, we reimbursed the $180.00 to get the issue resolved.We have placed a onetime free service fee on your account to make up for frustration you have encountered.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

Useful

Reply

Review: I had bought this service. I had called them for a repair. They sent out a technician and they took apart my dishwasher. And they also worked on my dryer. The original technician did not follow through with repair. They had to dispatch a different company to finish. I asked multiple times for the original technician to come out and put my dishwasher back together. They reassured me it would be. I have called at least a dozen times and no resolution. Now they tell me they are not liable. And won't take care of it. Choice warranty does not stand up for there serviceDesired Settlement: Want my dishwasher fixed. Or a refund

Business

Response:

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

Useful

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Review: I filed a claim on my micorwave. A technician was dispatched and told me that the magnatron was bad and that it could not be fixed. I then got call from Home Choice stating that my claim was being denied because the damages to the micorwave were due to arcing. There was and never has been any arcing in the microwave and the technician told me that arcing did not cause the failure yet the warranty company comtinues to state that it did and they refuse to cover my claim.Desired Settlement: I want Home Choice warranty to honor thier agreement and replace my microwave.

Business

Response:

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 Microwave. Upon diagnosis, the service provider stated that the unit failed due to arching. CHW has confirmed with the service provider numerous times that the unit did in fact arc. Unfortunately, CHW policy does not cover failures that are due to arching.Please see below:D. COVERAGE9. BUILT-IN MICROWAVEEXCLUDED: Doors – Hinges – Handles – Doors - Door glass – Lights - Interior linings – Trays - Clocks - Shelves - Portable or counter top units – Arcing - Meat probe assemblies - Rotisseries.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

Consumer

Response:

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 $135 I have paid to them.

Business

Response:

I have gone through the billing in your policy and it shows that you had made only 2 payments in the amount of $43.75 for 2 months. CHW is willing to refund you your policy in full as you have requested. We are unable to refund you any Service Call Fee's that you have paid for due to the fact that they were not paid to CHW and to the tech. Please contact me directly and I will send you the proper paperwork to retain your full refund back and cancel your policy.Thank you,

Useful

Reply

Review: Choice Home Warranty (CHW) has failed to honor the warranty service. Here are the details:

3/16/15: I had a problem wit hleakey tub shower. I called CHW and requested for service.

3/17/15: CHW sent a technitian to diagnose the problem, and he determined that the valve for the shower need to be replaced. He also recommednded that the complete bath fixture (cost about $180 need to be replaced as the control [redacted] is a older model, and quoted about $930 to CHW for the complete work. There was some conversation between CHW tecnical experts and technitian, and CHW didn't agree to award the contract. Per the agreement I paid $45 to the technitian for 'visiting fee'. The contention was CHW was not going to approve replacing complete bath fixture. I told CHW that I don't need fixture to be replaced. I spoke with Dane, Arkim, Paul and Meisha. In subsequent follow-up with CHW I was advised to get second openion from another plumber.

3/18 - 3/27: I contacted several local plumbers and finally Bella Maintenance came to my home and confirmed that I need to replace 'valve for shower' and nothing else.

4/2/15: Repair work was completed at a total cost of $ 402.95 (Parts = $82.95; Plumber charges = $320.00).

4/6/15: I contacted CHW and spoke with Regina - she said that CHW would pay only $200. I refused their offer as I spent more than $400. Regina transferred the phone to Mark - he advised me to send the detailed receipt and invoice.

4/14/15: Spoke with Regina - she again reiterated that CHW would pay only $200. She transferred me to Jose, who told me that he would discuss reapiar details and cost breakdown with the plumber.

4/15/15: Spoke with Arkim - He wanted me to confirm Plumber's number again.

4/20/15: CHW left me a message to call them - I spoke with Meisha. She told me that they were still trying to contact plumber to get details. I told her that CHW is unnecessarily delaying me the payment, and I will be contactin gRevdex.com to file a formal complaint.Desired Settlement: Payment of $402.95 towards cost of repair

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy we do see that we were able to assist you with the following claims:Claim # [redacted] on 12/26/14 for your MicrowaveClaim # [redacted] on 07/12/14 for your RefrigeratorClaim # [redacted] on 03/03/14 for your DishwasherClaim # [redacted] on 01/16/14 for your Refrigerator Claim # [redacted] on 11/10/13 for your Dishwasher Claim # [redacted] on 11/10/13 for your RefrigeratorWe are very sorry that you were not satisfied with the Goodwill offer that we were going to provide to you for your Plumbing issue. Per our policy, plumbing systems do have exclusions and cartages’, fixtures and faucets are to name a few that you had an issue with. Please see Section D. Coverage8. PLUMBING SYSTEM/STOPPAGEINCLUDED: Leaks and breaks of water, drain, gas, waste or vent lines, except if caused by freezing or roots - Toilet tanks, bowls and mechanisms (replaced with builder’s grade as necessary), toilet wax ring seals - Valves for shower, tub, and diverter angle stops, rinses and gate valves - Permanently installed interior sump pumps - Built-in bathtub whirlpool motor and pump assemblies - Stoppages/Clogs in drain and sewer lines up to 100 feet from access point. Mainline stoppages are only covered if there is an accessible ground level clean out, except:EXCLUDED: Stoppages and clogs in drain and sewer lines that can not be cleared by cable or due to roots, collapsed, broken, or damaged lines outside the confines of the main foundation (even if within 100 feet of access point) – Access to drain or sewer lines from vent or removal of water closets - Cost to locate, access or install ground level clean out – Slab leaks - Polybutylene or Quest piping – Galvanized drain lines - Hose Bibs - Drum traps - Flange- Collapse of or damage to water, drain, gas, waste or vent lines caused by freezing, settlement and/or roots – Faucets, fixtures, cartridges, shower heads & shower arms - Baskets and strainers - Popup assemblies - Bathtubs and showers - Cracked porcelain - Glass - Shower enclosures and base pans – Roman tubs - Bath tub drain mechanisms - Sinks - Toilet lids and seats - Cabling or grouting - Whirlpool jets - Whirlpool control panel - Septic tanks - Sewage ejector pumps - Water softeners - Pressure regulators - Inadequate or excessive water pressure - Flow restrictions in fresh water lines caused by rust, corrosion or chemical deposits - Holding or storage tanks - Saunas and/or steam rooms. The offer that we were going to provide you with was for the cost of the valve that we would have covered. Unfortunately, the other issues were non-covered. Our offer still stands and we will be happy to provide you with the reimbursement of the valve $200. Again, the cartridge issue is still exclusion to our policy.We thank you for your feedback as it helps us improve our policy and our customer experience.Best regards,CHW

Consumer

Response:

I am rejecting this response because:

The two shut-off valves, which feeds cold and hot water to the shower were also replaced at $80. Why this is not covered?These shut-off valves are necessary to shut-off water to the shower so that teh vslve for the shower be replaced.I would rather had CHW paid $900+ to their own plumber rather than me going through this hassle and wasting Revdex.com and my time.

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Review: I have a water heater leaking. I called a plumber and he said it needed to be changed out. I called Choice Home Warranty and told them the problem that the water heater was leaking. They called out Star 5 plumbing, which cost 45.00 per home warranty. He called Choice Home Warranty and was told the water heater tank was not covered, because it was the tank that was leaking. The main component of a water heater is the tank which was leaking. I paid the 45.00 and he left. I called back Choice Home Warranty, and they said the tank was not covered and not under warranty. When they specified water heater and all components are covered, I took that the mean the whole water heater which is the tank. When they say storage tank is excluded, I took that the be an extra tank which I don't have.Desired Settlement: Replace the Water Heater and all components like the Warranty implies, or a cash for replacement cost.

Business

Response:

,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policies I do see that CHW has been able to assist you in the following claims: For Policy [redacted]:Claim #[redacted] for your Heating SystemClaim # [redacted] for your Water HeaterClaim # [redacted] for your Garbage DisposalFor Policy [redacted], we were able to assist you with the following claims:Claim # [redacted] for your WasherIn regards to policy [redacted], claim # [redacted]; unfortunately, CHW does not cover the actual tanks of the water heater as specified in the policy, Section D. COVERAGE 6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: 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.The actual tank has no mechanical function expect to hold the water. Choice Home Warranty does cover the actual elements that heat up the unit but again, not the actual tank itself.We do apologize for any inconvenience that this claim has caused you.Best regards,CHW

Consumer

Response:

I am rejecting this response because: G. MediationIn 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 partiesagree to mediate in good faith before resorting to mandatory arbitration in the State of Nevada. I hope this safisfies the mediation clause in your contract.Furthermore you have not addressed the fact that your contract states

6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts,Therefore, I contend that you can't exclude the Tank of the water heater because the tank is the water heater. I believe the exclusion would be for any extra holding tanks.

Regards,

Business

Response:

Please continue to read the rest of the exclusions to the Water Heater Section in our policy where it states MAIN HOLDING OR STORAGE TANK. We do have tank as an excluded part because the tank is the vessel that the water is held in. It does not do anything other than hold the water. CHW covers the heating elements that heat the unit up the unit. Section D. COVERAGE 6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: 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 heatersI do apologize for any confusion as to the coverage of this claim but CHW does not cover the actual tank and we also do not cover any part of any unit that has failed due to rust or corrosion. Regards,CHW

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Review: My tenant called me and told me that they smelled gas while running her air conditioner. I then called CHW to request service under my home warranty. While on with the lady in the customer service dept to request service I requested service. After being placed on hold multiple times she came back onto the call and told me my issue wouldn't be covered. I then asked how she would be able to say that without even having a tech look at the unit? I told if that was the case I wanted to speak with a manager. After being put on hold multiple times and threating to cancel my contract she reluctantly scheduled a tech to look at the unit.

Later that day a HVAC company came out to service the unit, I met them at the property. The techs inspected the unit and determined that the heat exchanger was cracked and a valve was leaking gas however the gas was not connected to the unit. He left and reported back to CHW. they later called and told me they don't cover the heat exchanger and my claim was denied. I then called in and spoke to [redacted] (ID:[redacted]) he told me he was a Manager. I expressed my dissatisfaction and discussed this and another claim they denied as well. We agreed to some terms and I sent him a itemized reciept for the previous plumbing call for him to review. The following day we spoke about the invoice, he again stated the claim wasn't cover for the plumbing issue and we agreed to send out the HVAC tech to look at the unit again because after the tech the Air Conditioning stopped working again. The same tech came out, serviced the unit and got the air working. We also discussed the "gas issue". I told him I hooked the gas line up so he could test the system for the gas leak. He told me he didn't need to do this because the bigger problem was that the cracked exchanger could leak carbon monoxide into the apartment and it need to be replaced. I followed up with [redacted] again, told him about the AC repair and that the unit was working... more but I'm running out of [redacted]Desired Settlement: I bought the warranty in good faith, I had the HVAC system serviced in the spring and fall for maintenance. This should be a covered item and they are doing everything not to cover my claim. The coverage was inplace for several months before these issue and all the systems were running fine at the time of this purchase.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your AC claim, I do see that the technician advised you that you had a cracked heat exchanger. Also, per your conversation with [redacted], he advised you that this is considered to be a lack of proper maintenance, a pre-existing issue to our policy and lastly, CHW does not cover valves. Your policy started with us on 2/25/15 and your claim was a month later. An issue such as this happens over time and not within a month of a policy. I do see that you had spoken to [redacted] and he did offer you a full refund of your policy since you were in a disagreement with the outcome of the claim. We do apologize, we are not able to cover the claim but if you would like the full refund, we are still offering it to you. We would not want someone to have a policy with us if they disagree with the policy.We do apologize for any frustration that this has caused and we do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Consumer

Response:

I am rejecting this response because: They are not being truthful. The HVAC service was requested on 5/26/15. 2 months after the Warranty was started. The system has been maintained every year since I bought the building 3 years ago. I also know this is a waste of time and will never do business with this company again. I will be sending in the request for a full refund which by the way forces you to sign a "non-Disparagement" clause

Business

Response:

The following are the claims that you had placed with CHW:Claim # [redacted] on 5/28/15 for your ACClaim # [redacted] on 5/26/15 for your ACClaim # [redacted] on 4/21/15 for your Plumbing System Your policy started with CHW on 5/13/15, we are not able to cover the claims due to the fact that all systems must come into the policy in good working order. Per 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.Thank you for coming to a mutual agreement with us and sending us the form as you stated. We have received the signed statement and you will be refunded for both of your properties in full. For policy [redacted] you will receive $375.00 and for Policy #: [redacted] you will receive $680.00.Respectfully,CHW

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Review: Purchased home warranty in 2014. Had 2 claims since beginning of year, and have refused to pay for either claim citing exculsions. Recently, contacted them about replacing ac/heat units with understanding I wanted my service company to perform service. Was told to have work performed and send in claim with form. Today, Mesha, a claim manager, offered only $500.00 on an $11,000. bill. She also lied to me about speaking to the installing company, saying that based on information given to her by them, she could only offer the $500. I called the installing company, and no one there had spoken to her. What a joke. Was told last week by claims I would be eligible for up to $1500.00 on each unit. Apparently, they tell you anything to get you to purchase the contract, then look for excuses for not paying. Facebook is full of people who had had similar experiences with this company. I have cancelled my policy and will NEVER recommend them to anyone.Desired Settlement: Pay the $1500.00 for each unit that I was told last week.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claims, it shows that you had the units replaced and then called CHW to place a claim, you requested a reimbursement form from us. The invoice that you sent to us states that the units were in fact replaced before the claims were entered. Per our policy CHW will not authorize any repair or replacement without prior approval. Please see Section C. SERVICE CALLS 3. We 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 customer service manager was offering you a goodwill towards the units since we could not approve the claims being that they were replaced for over the amount that we would have paid, they were replaced without our approval and they were replaced without a technician stating that they had to be; CHW does not know if they could have been fixed or not.I am very sorry that you chose to cancel your policy with us and not accept the goodwill offer that we had offered prior to you cancelling. Unfortunately, since you have cancelled the policy there would be nothing further that we could do for you.Respectfully,CHW

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Review: Choice Home Warranty refused to honor tour service agreement to repair a defective air conditioner covered by our home warranty for none of the exclusions documented in our service contract. We were told by their service technician that the unit needs a new compressor and coil condenser, but that Choice regularly refuses to honor their contracts and we should not expect them to honor our claim. We believe this company is disreputable, in breach of contract, and should be investigated.Desired Settlement: Repair or replace defective air conditioner or refund service contract price of $445.00 plus $45.00 service fee

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of our claim for your Air Conditioning unit, you stated that “CHW refused to honor tour service agreement to repair a defective air conditioner covered by our home warranty for none of the exclusions documented in our service contract.” We are very sorry that this was not apparently communicated to you properly when we advised you of the claim not being covered on 6/9/15. We did advise you that the unit had a lack of proper maintenance, the compressor failed and could be one of the reasons below but majority of the time it is due to maintenance.1. Power Surge/Lighting Strike2. Electrical Failure or surge3. Manufactures defect4. Acid burnout5. Improper installation, improper repair or design6. Lack of proper maintenancePlease see our policy Section F. LIMITATIONS OF LIABILITY 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.11. 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.I do see that we did offer you a good will gesture of $500.00 towards the replacement of the condensing unit would cost CHW $400 to be replaced. You declined the offer stating that you wanted it fixed. We do apologize the offer is as it stands, we will be able to offer you $500 to assist you with this non-covered claim. We always want our customers to understand that all policies have exclusions and CHW does follow our policy. We do our best to assist the customers and approve claims that are submitted to us. We do apologize for your frustration with these claims. CHW is in full compliance with our policy.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

Dear Choice Home Warrantee,We declined your offer of $500 because the 410A compressor unit your service technician specified due to new federal guidelines was incompatible with our interior heat pump coils (R22) and that both units needed to be replaced at an estimated cost of about $6000. Your technician told us he was unwilling to replace just the 410A compressor because it would only cause further problems within a year but was instructed to “do it anyway”.Your customer service representative told us that you denied our claim to repair the unit because of improper maintenance. We have had the unit inspected and serviced for the last two years before we signed the service agreement with Choice Home Warrantee, and have the receipts to prove it. After having told this to your customer service representative on a follow-up call, we were then told us that you now denied our claim due to an accumulation of mulch around its base. Your service technician took pictures of the unit, as did we. The mulch in no way blocked any vents or covered electrical connections to the unit. We were also told that upon accepting your offer, we would need to cancel our policy and sign a release from further action.We have since had the unit repaired by a qualified HVAC company. We request you refund the cost to repair the unit of $6140.00. Should you decline, we will have no other recourse to than to seek legal action through the class action suit being filed against your company. It is certainly worth declining your offer of $500 to ensure that we help other consumers avoid doing business with this disreputable company.

Business

Response:

Thank you for your response, we are very sorry for the frustration with this claim. We are not able to approve the amount that you have listed as it does exceed our maximum amount that we would offer for a covered claim. We did offer you a goodwill gesture for the unit as it is a non-covered claim per our technicians diagnosis and the pictures that we were given by him of your unit. We did ask that you sign a form because if we are to pay any money towards a claim that we feel is non-covered we feel as though you disagree with our policy therefore request that you cancel the policy with us. I am sure that you would not want to have a policy with a company that you disagree with the terms and conditions.The pictures show the pad that the unit sits on can barely be seen. Most of it is buried under the dirt, this dirt is also as high as the grills, causing a lack of airflow on the unit this caused the compressor to over heat and fail. I do understand that you feel as though this claim is a covered claim, per our policy it is not. Please see our policy Section F. LIMITATIONS OF LIABILITY 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.Since you have had the unit replaced, CHW does not pay for claims completed without prior authorization and this claim was not authorized as it is a non-covered claim. Our offer of $500.00 stands as a goodwill gesture for a non-covered claim. Respectfully,CHW

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Review: On 7/10/15 I contacted Choice home warranty because my heat pump was not blowing cool air. They provided me with a claim number [redacted] and dispatched the technician from T&C Xtreme Air Inc. The technician arrived at my home on 7/12/15 and determined that all the freon had leaked out. He did a leak check on 7/13/15 and found that the coil was leaking. On 7/27/15 I was notified that Choice would not authorize the repair due to poor maintenance. When I asked what they meant by "poor maintenance", they said I had to have the unit serviced on a regular basis. I explained to them that the unit was checked out on 5/18/15 when I had a clogged drain pipe and I contracted with their technician to maintain the system. At that time he said the unit was in good working order and he would come back in the fall to service it before we switched over to heating. The supervisor in claims would not accept that it was not a maintainence problem and refused to authorize the repair or replacement of the unit. I have heard from other technicians that Choice home warranty will deny any high cost repair claim, but this is the first time I have experienced it personally. I believe that thy are dealing in bad faith with this claim.Desired Settlement: I want my heat pump repaired or replaced by Choice Home Warranty as promised in their advertisement and brochure.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy, I do see that CHW has assisted you with $978.78 worth of approved claims. In regards to your Air Conditioning unit, you stated that the last maintenance was done on 5/28/15 with our technician, this is not considered to be maintenance as CHW doesn’t cover maintenance work, we authorized the unit for repair. You had a repair completed on your unit at that time. The unit at that time was able to be fixed and the tech was able to have it back and running for you. You as the customer are supposed to have the unit maintained per the manufacture specifications. As stated in our policy, in Section F. Limitations of Liability # 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.For you to put bleach into the system to clean it would not be considered maintenance from a licensed technician. We do apologize for any frustration that this has caused you; we do look forward to assisting you in future claims. As per our policy, this claim would not be covered.We thank you for your feedback as it helps us improve as a company.Regards,CHW

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Review: I bought a protection plan from CHW, paid $375. After three month from buying policy. I was my first claim with them. I have water leakage. I called them for coverage. They sent the plumber from BERGEN DRAIN, an authorized CHW service technician. He said we are approved so he started his work. then all of sudden, CHW called the plumber and said they are not covered. By that time plumber had already drilled all the basement ceiling and take the pipe out and cause the biggest leakage. After being informed that we were not covered, he immediately left, leaving the huge mess, broken ceiling and pipe leaking through the ceiling. Our brand new carpet was drenched. I called CHW and tell the whole situation. They said we are not paying a single penny on this issue, not even what plumber did. I cancelled my plan right away and get half of my money back. On the top, plumber got 45 dollar deductible by doing nothing and by making our problem verse. After ward plumber called me and offered me doing the same job under the table cash, so he could pocket the money.I paid $730 to fix this issue out of my pocket to different company.CHW is completely BOGUS company. Please, please do not waste your money.ThanksDesired Settlement: Awareness to the public of their lack of professionalism and incompetency.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your claim, we do see that the issue was a pipe fell down the drain causing stoppage. We were not able to provide coverage for this as this isn’t normal wear and tear of the piping as well as improper installation both of which are not covered under our policy.As per the technician, we do apologize and we have placed an investigation on him for this to not happen to any other customer that we have. Unfortenelty, CHW is not responsible for the technicians negligence and he shouls have waited to proceed with any repairs before he opened up a part of the wall but since he didn’t and we cannot provide coverage, you would have to speak to him or that company Bergen Drain to have them assist you with the reimbursement of the funds you spent due to their technician.Please see Section F. Limitations of Liability # 19.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards,CHW

Consumer

Response:

I am rejecting this response because:On one side, company is saying technician said it is pre installation.

And on the other hand technician said, it should be approved that why he break the ceiling.Why I contact with the technician, you ( company) should do it, it was their technician,, not my choice.

Business

Response:

As per the policy Section F. 19, CHW is not responsible for the negligence of the technicians. If you feel as though the technician did something to your home and broke something, you would be responsible to contact that technician and have him go to repair that issue. They are licensed and insured so they will be able to assist. If you would need their name and number again, we have provided it to you below:[redacted] ###-###-####Respectfully,CHW

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Review: This company’s main claim and promise is to sell you their insurance, then after 30 days after you became one of their member, if any of your appliances in your home has a failure such as Refrigerators, washer machines, cook-tops, any many others, they will pay for the full repair or the replacement of the unit if there is not a repair available except for a small 45 dollars amount which has to come out of your pocket. I was able to find out that this company is a big scam, and I found out the hard way, taking my money again and again, and when is time to take care of you, there is a big hand with a huge index finger which comes out from this company’s phone system who says NO, NO, NO we are not fixing or replacing your faulty unit, and thank you very much for all your money very well sent to us.

Late me explain, about 3 days ago my beautiful glass cook-top went out of business, 3 of its burners are inoperable, and I said not a problem, went opened a claim, there was no problem with that, after they opened the fake claim, and after two days waiting time, they sent me a technician, As soon as I opened the door the technician asked me for a 45 dollars cash or check upfront all this happened even before the technician got inside my kitchen where my cook-top resides, No problem I paid the 45 Dollars to the technician which by the way is a legit [redacted] Repair Company, the technician didn’t even diagnosed the cook-top, he just asked me what was wrong with the unit, and I explained him that 3 of the 4 burners went out, then he just concluded that the cook-top was out of business and needed to be fully replaced.

Story short, this was the first time I used the services from this company, I received a call from the technician to call the company, the company then told me that they will not pay because I had a pre existing condition like if they had a bug planted via wi-fi which it will tell them that the cook-top was broken before I purchase the c.topDesired Settlement: I would like the company to honor they agreement and pay for my repairs, or to pay me the full amount of money I paid to a appliance repair company due to the failure to honor my warranty. My cook-top never ever had a problem before, and they have no ground or proof to say that the failure of my cook-top was a pre-existing condition due to the fact that I never ever made a complaint about a failure of my cook-top.

Thank you,

Best regards,

Business

Response:

Dear [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.Upon review of your policy that began with us on 9/26/15, we do see that you placed a claim for your oven and we did advise you that it was not a covered claim due to the fact that all four heating elements went out and the technician advised us that this was a known or unknown pre-existing issue to the policy’s start date. This would be under Section F. Limitations of Liability #1.You did request a full refund of your policy and CHW had provided it to you in the amount that you had paid for this policy, $67.50. We are not able to refund you for the policy that you had with us prior to this one that stopped 9 months prior to you signing back up with us. The previous policy had stopped due to non-payment and we cannot provide you a refund on a cancelled policy. We again did however provide you with the full refund of this current policy.Respectfully,CHW

Consumer

Response:

I spoke to the Technician and he said that he never advised to Choice Home Warranty that this malfunction was a pre-existing condition, he stated that this was an electronic equipment with electronics parts that can fail at any giving time, and he was expecting Choice Home Warranty to replace the full equipment at no cost to me. Also, I was a member with your company for more than 3 years, and I noticed that you were not automatically withdrawing the funds from my bank and when I contacted you, (Which you never did by the way) my account was already closed by you, and since I trusted you I joined again for coverage, and when it was time for Choice Warranty to cover me, it never did, I feel betrayed and scammed.

Regards,

Business

Response:

[redacted],The fact that the failures were on all 4 burners showed our inside technicians that the unit did not come into the policy in proper working order. This would be pre-existing to the policy start date. That is why we provided you with a full refund of your policy. We are very sorry for any frustration but since we did provide you with a full refund, there is nothing further that we can do for you at this time. Thank you,CHW

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Review: I am writing to ask for a complete refund of my premiums ($700.00) on policies [redacted] and [redacted] as well as my out of pocket expenses ($45.00 co pay for [redacted] Plumbing). We are not satisfied with the companies they hire or the service they have given us in the past and it keeps happening over and over again. This has cost me more money for your service than if we took care of things ourselves. The last claim of the clogged drains on policy [redacted] was the final straw and cost me $305.00 to hire a separate company to fix the problem, and a co-pay of $45.00 to [redacted] Plumbing. Choice hired the same no-name company on 10/06/15 and 03/17/15 to go out to my rental property to root the lines out due to back up sewer from roots growing in lines. This has been something that we have had to do every year or two since I have owned my property in 1991. I had to call [redacted] Plumbing to find out what was going on as I did not get a call from them to say what happened and what they found and was told they were waiting for approval to run a camera in the lines $350.00) and bust of concrete (minimum of $1000.00) to get to the laundry lines. I asked her if they rooted out the lines like I have always had done in the past via the two clean outs that were always used and she said no, that the boys that came out didn't know we had clean out lines. If someone would have called me they would have known. She then said that she would have them go right back out to root the lines. Hours later the tenant said no one came back out. I then call Choice again, and was told that its my responsibility to pay $350 out of pocket for a camera and they wont cover it, even after explaining how they didn't do the job they were hired to do. We had to hire [redacted] Rooter for $305.00 ( I have receipt) and they did what they have always done and got the job done. I can not type the rest in here due to character limitation. Choice is not wanting to pay or refund my money and is rude.Desired Settlement: Refund of premiums for home warranty plans as stated above for $700.00 and $45.00 co pay for inferior companies hired to do jobs satisfactorily. I have more documentation and explaination but cannot fit in here.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that you had your own technician come to your home to assist with the plumbing stoppage that you had. They provided a diagnosis to us that stated that the technician snaked the line 115ft, per our policy, CHW only will snake a line that is up to 100ft. Also, the technician stated that there were roots blocking in both directions. Again, per our policy, Section D Coverage 8 states that we do not cover clogs due to roots.You stated that this was all completed in the amount of $305.00. Also, please read our policy Section L. Cancellations. If you would like to cancel the policy there would not be a refund on this policy as CHW has paid out $386.55 and your policy was purchased at $350.00. As a good will gesture, we will be happy to place a onetime free service call fee under your account but we are not able to provide the funds to you due to the fact that the funds go to the technician for his diagnosis. We will add the service call fee and if you would like to cancel the policy, please contact our Cancellations department and they can further assist you with any other questions you might have.We do understand your frustration; CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

Consumer

Response:

I am rejecting this response because: I have attached the email documentation and the receipt for a company we had to hire to get the roots cleared from the lines in our rental house. I am still asking for a complete refund for premiums we paid on our rental and our primary residence. As stated in my original email to them...I have had my rental house since 1991 and have had to have [redacted] Rooter or [redacted] Rooter go out ever year or two to root the lines out as it is an older property with tree roots that get in the lines. We had to call for a second time within 7 months to have them come back out because there was water/sewage backing up. Choice hired the same company both times. When I called to find out what was going on to the Plumbing company, they said that the techs didn't know I had clean outs, nor did they call and ask. This is obviously what happened 7 mos prior also. We have 2, one in the back year and one in the bathroom. The plumbing company said they would have them go right back out, but that never happened. They also said that I would cost me $350 to have a camera run in the line and a minimum of $1000 minimum to bust of the concrete in the laundry room. I already knew that the reason the problem wasn't fixed is because they did not root out the lines, but only cleaned out the line in the laundry room. When I called Choice about this they were rude and told me that it was my responsibility to pay the $1350 to this plumbing company, even after I explained what I was told by them. I then wrote the letter to them via email (see above) after we had to hire [redacted] Rooter, whom we have had go out in the past to do the job for $305. I am still asking for $700.00 for both of these worthless policies back and the $90.00 I have had to pay for co-pays to this incompetent company they hired both times. I received a phone call from a man that sounded like a gangster after I sent the email stating where did I get off thinking I was owed back my premiums. I told him to not call me again, and to correspond via email only so this could be documented. They look for every reason to not pay, and hire sub-standard companies to work for them and do not listen to the policyholder on any complaints. I had typed this once before and for some reason it did not take. I hope this takes this time.

Business

Response:

CHW cannot provide you with a full refund of a policy that we had paid more out on than you had paid in per Section L Cancellations. Also, per our policy we do not cover failures due to roots with plumbing as stated in our policy Section D. Coverage #8.We would be happy to provide you with a free one time service call fee for your trouble and offer you a goodwill gesture of $100 towards this claim. If you would like to accept, please contact us and we will place the authorization for you. Thank you,CHW

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Review: My name is [redacted] I purchased your warranty for my home. And I have to let you know your company has a very rude customer service representative. My water heater went out I call to get it replace to only find out that the representatives I spoke with was not only rude to me and my husband but also to the technician that came out.. He said he was the highest next to the board of directors.. I have not had hot water for 5 days now to only find out that it is not cover, even though my paper work says it does. I have only had this company for 5 month I paid 1,125.. And you lost a customer because you would not help me out here. I have little kids and we are having to shower with cold water in winter how would you feel if you had to do that every day because the company you paid all this money to will not honor there word like they said when they begged you for the business. Then once I cancel the policy they kept 500.00 wish is not right I never had a claim and only had the company for 5 month. You can not tell me that 100.00 dollars a month to do nothing for me is right. In that said I will be contacting the Revdex.com and report this company as a fraud unless you are whiling to do something to make this better.

Sent from my iPhone

Sent from my iPhoneDesired Settlement: I would like either for them to replace my water heater or to give me what I paid for the insurance I never used..

Business

Response:

Dear [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 . Upon review of your claim for your water heater, I do see that this is not a covered claim however I do see that CHW did offer to provide you with a goodwill gesture in the amount of $400 that you refused.Please see Section D. Coverage # 6. WATER HEATER (Gas and/or Electric)INCLUDED: All components and parts, including circulating pumps, except:EXCLUDED: 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.In addition you had chosen to cancel your policy with us and have received the pro-rated refund. We urge all customers to read the policy within the 30 day grace period that you are given to ensure that all units are in proper working order. Customers are provided this time frame to read the policy, ask questions and cancel if they so choose for a full refund. We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]I am rejecting this response because:When I purchased the warranrty I received a little booklet in the mail that said appliances And it goes thru a list of the applicace but not one time does this booklet say anything about things that are not cover had I know this I would not have gotten the Ins. No normalperson would agree to such a policy that would would not cover the drum, only the inside of the water heater and for you to say you offer me 400.00 dollars as a goodwill when the water heater man said it was goingto cost 725.00 which mean had I not only paid 1,125 or the insurance but I would also had to pay for the finish of the repair to my water heater. For that I could have kept my 1,125 and bought my own water heater.this company doesn't care about nothing other than, making the money and once you need to make a claim they will find a way to deny you so that you will have to pay for your own repair. Regards,[redacted]

Business

Response:

[redacted],If you go through that booklet and you see Section D. Coverage you will see all the appliances and you will see exclusions underneath them also you will find Section F. Limitations of Liability and please review this section, it goes into detail what we cover and what we don't as well. A new water heater from a Lowes or HomeDepot will run about $300-$400 that does not include installation. That is why we offered you this amount. We do ask that you read the policy.Thank you,CHW

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I had the warranty about a month when my A/C stopped cooling. I called CHW at 4pm to file a claim (took 10 min), a contractor was assigned by 4:45 and email sent to me by CHW, an appointment set for first thing the next morning with contractor by 5pm. Technician was great, showed up on time ([redacted] in [redacted] FL), figured out it was a bad Condenser Fan Motor, had the part, he got authorization to proceed from CHW within 5 min, had it fixed 20 minutes later (total 1 hr). All I paid was the co-pay and a tip to the technician (superb job). This warranty has already paid for itself this year!

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We purchased a warranty as our house is now 9 years old and I thought things might start breaking. Unfortunately, I was correct as the first time this year we fired up the heater it started banging and it was obvious it was broken. I immediately called Choice and they referred us to the one of their heater companies. The heater company came out and then filed a report with Choice. We never heard back and had to call Choice to find out that they said due to "rust" the issue was not under warranty. Also, they stated that the repair company said the issue was the heat exchanger and the heat exchanger was under warranty so that supersedes the Choice warranty. OK, so now I contact the heater company Choice sent out and they proceed to tell me that the labor alone to replace the heat exchanger would be $1900! They then give my wife the hard sell of the unit is 9 years old and she should really buy a new one for $3800. Feeling as though something fishy was going on, we called our own AC/ Heater guy who we trust completely to look at the unit. He came out and, first, stated that there was no way the heater company could have known that the heat exchanger was the problem unless they took apart the unit (based on it's location on the house) which of course they did not. Our heater guy then looked and found that the motor had failed and he thought it highly unlikely the heat exchanger was bad. He changed the motor and for $650 labor and parts (since it wasn't under warranty) we were back up in operation and the unit has been running smoothly for well over a month. If Choice had used a REPUTABLE repair service the motor should have fallen under the Choice warranty and everything should have been fixed appropriately; however, something tells me they would have rejected the claim due to rust or some other fine print. As it turns out, there were issues from both Choice and their repair service which were shady to say the LEAST! BEWARE doing business with Choice or ANY of the repairmen they send to your house!!!!!!

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Review: To whom it may concern. I [redacted] D. [redacted] purchased a home warranty policy from Choice Home Warranty, in 2012 and I just renewed my policy. My issue is as follows. On 7-24-2013, I phoned Choice Home Warranty at around 8:04 pm last call on this night was at 9:40 pm. I was speaking with Ms. [redacted] stating my central unit had stopped working. Ms. [redacted] stated someone would be getting back with me. I phoned Choice Warranty around 7:07 am on 7-25-2013, and [redacted] was the contractor for the issue at hand. Someone from [redacted] with [redacted] did come out and fix issue, but [redacted] noticed and stated to me that a coil needs replacing. [redacted] stated that he would contact Choice Warranty to state issue to them, and to get approval to fix that issue. I have been in my home for 15 days missing work with temperatures has high as 87, but feeling hotter. [redacted] from [redacted] and [redacted] from Choice Warranty informed me Choice wanted pictures of the work that needed to be done from [redacted]. I have called Choice Warranty on 7-25, 29, 8-3, 5, 6, 7, and 9th just to receive one phone call from [redacted] on 8-9 at around 9:50 am stating they are still looking for a contracting to do the work. She also stated that I have the option to use the Reimbursement Form and use my own contractor to fix the issue at hand. I informed Ms. [redacted] that I do not know nor do I have my own contractor ,nor do I have that kind of money and stated to her that is why I pay money every month to your company, so problems like this could be taken care of. I have been going around and around with Choice Warranty in need to just to get my central air fixed. I stated to everyone involved with this issue of why should my family and I live in a house full of heat if I pay my monthly fee and the contractor when one comes to my home. I was informed from everyone I have spoken with from Choice there is nothing as of yet they can do. I tried to resolve the issue, but to no avail.Desired Settlement: I would like for Choice Warranty to find a contractor in a timely manner and take care of my issue at hand. My family and I should not have to live in a very hot home. I fulfill my part of the warranty; therefore, I need them to fulfill their part of the warranty.

Business

Response:

Dear [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 .

Upon review of your account it appears that we have processed and approved the following claims:

5/7/2013, Claim # [redacted], Air Conditioning, $133.50

We regret your frustration with the outcome in regard to claim # 50738051 for the Air Conditioning.

Upon review of your claim it appears as though we were unable to assign a technician to fully resolve your issue. Due to the lack

of available technicians in your area we offered you the option to use a technician of your choosing to complete

the process; however, that was not a valid option for you. Since this time

you have requested cancellation of your account, which was completed on 8/21/2013.

In light of the aforementioned circumstances, Choice Home Warranty has decided to provide a full refund

of monies paid for services from the onset of the policy totaling $492.00, and will appear on the credit card we have on file for you.

Our office has attempted to contact you to discuss this resolution; however, we have been

unsuccessful in reaching you by telephone.

The details of your situation are not representative of the normal Choice Home Warranty 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.

Sincerely,

Choice Home Warranty

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Consumer

Response:

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

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