Choice Home Warranty

Review: On September 5, 2012, I purchased a Home Warranty for my condo with Choice Home Warranty (CHW) for $375. [redacted] was the sales representative that handled my order, and the contract is attached.

On approximately November 5, 2012, the hot water heater in my condo broke. This was obviously a critical situation that was clearly covered by the contract.

I called CHW immediately, and they dispatched a technician within a few days (their service was supposedly stalled due to Hurricane Sandy). I was required to pay the $45 technician fee. The technician came, diagnosed the problem as related to the tank, could not locate a replacement part, and recommended tank replacement as the easiest, least expensive option. The people at CHW balked.

They dragged their feet. In the meantime, I had no hot water. This was urgent. CHW finally refused to pay for the claim. I had to pay about $850 out of pocket to a different company in order to replace the tank and resume getting hot water. I asked CHW for this amount as well as a refund for the policy amount as they clearly breached the contract.

It was impossible for me to dispute the charge within 60 days as this claim did not occur until just after that point. Moreover, I wanted to exhaust several options prior to pursing this method of recovery. As my efforts to engage CHW have been fruitless, please immediately dispute this amount.Desired Settlement: Choice Home Warranty should immediately do the following:

Send me a check for: $1,245 ($850 replacement cost + $350 warranty cost + $45 tech fee).

Apologize for the inconvenience they caused to me and many other customers.

Change their business practices and operate in an ethical manner.

Business

Response:

The details of your situation are not representative of the normal CHW customer

experience and we sincerely regret your frustration and discomfort.

We are committed to providing a positive customer experience and doing the

right thing for all our customers, contractors and employees. We take customer

feedback very seriously. Among other things, it’s an important component in how

we rate our contractors.

Choice Home Warranty provides home warranty service coverage on the systems and

appliances listed as “included” under the terms of the User Agreement. It

is important to read and understand the coverage and terms offered by CHW.

Your hot water heater claim was denied because our vendor stated the unit entered the CHW policy with existing problems, you confirmed this by stating there had been multiple attempts by other vendors to repair the same problem you called on CHW to fix before you were a customer of ours.

Please be advised in accordance with the CHW policy known or unknown pre-existing conditions are not covered.

We are sorry we could not assist you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is not fact-based

and patently false.

Firstly, it implies that I either did not read or understand

the coverage and terms offered by CHW.

This is false, as I did and do.

Secondly, it states that my hot water heater breaking was

due to a “previously-existing problem.”

This is false, as it was newer (originally installed inside a newer-construction

condo) and had not malfunctioned prior.

I therefore did not have previous issues with the unit, as they

claim.

In the Revdex.com response, CHW erroneously that the technician

stated this was a “pre-existing condition” and therefore not covered. This is impossible to believe as the

technician was an independent contractor who only came to my unit on this one

occasion, did not know when my CHW coverage began, did not know when the

problem with the hot water heater began, did not communicate this to me, nor

communicated this to CHW in my presence.

The hot water heater failed on about 9-5-12, and there is no way any

technician could have diagnosed otherwise.

This company engages in fraudulent, deceptive business

practices, and has proven itself to be dishonest. I was therefore not surprised to see it has

an “F-rating” on Revdex.com (http://www.Revdex.com.org/new-jersey/business-reviews/home-warranty-plans/choic...⇄ />
and the lowest possible rating on Yelp.

I strongly urge the Revdex.com to continue pursing my claim and challenge

this company in order to help myself and the many similarly-situated victims.

Business

Response:

CHW dispatched a licensed vendor who stated the unit was in poor shape and the rust and corrosion confirms the issue was pre-existing to the policy start date.

CHW does not cover pre-existing conditions as referenced below:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is patently false. As mentioned in my first response, there was no "pre-existing condition" with the hot water heater. It was installed when the condo/building was constructed, and did not malfunction until the claim was filed. The technician did not indicate that there was rust/corrosion/pre-existing condition as none existed, and I have pictures of the device to dispute such accusations.

This assertion is false, unfounded, and should be disregarded as not just hearsay, but a canned response to reject legitimate claims covered by the contract. As mentioned in my previous reply, CHW has a terrible track-record of deceptive business practices as documented by the Revdex.com, Yelp, and other review websites.

Please therefore immediately refund all monies left on this warranty as well as all monies related to this hot water heater issue.

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 .

We regret your frustration with the outcome in regard to claim # [redacted] for the water heater pilot light issue. However, upon review this is a non-covered

item as described in Section F. 1. of the Terms of Agreement:

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.

This information was communicated to you on 11/5/2012. We certainly understand your disappointment with respect to the claim denial; however, in your communication you indicated

that the issue began on or around 9/5/2012. This was seven (7) days prior to your requesting a policy with Choice Home Warranty. You have also refuted the

information provided by our technician that the issue was ongoing prior to your claim. Our technicians are asked standard questions with respect to each claim in an objective manner to ensure there is no bias in the claims process. Upon our inquiry, we were advised the unit had been worked on previously and had a stripped thermocoupler.

Additionally, our technician advised us that you refused to pay the Service Call Fee of $45, yet you requested reimbursement of this fee in your formal complaint.

Section C. 4. Of the Terms of Service Agreement states:

4. You will pay a $45/$60 (dependent on policy) trade service call fee (“Service Fee”) per claim or the actual cost, whichever is less. The Service

Fee is for each visit by our approved Service Provider, except as noted in Section C (5), and is payable to our approved Service Provider at the time of each

visit. The service fee applies to each call dispatched and scheduled, including but not limited to those calls wherein coverage is included, excluded, or

denied. The service fee also applies in the event you fail to be present at a scheduled time, or in the event you cancel a service call at the time a

service contractor is in route to your home or at your home. Failure to pay the Service Fee will result in suspension or cancellation of coverage until such

time as the proper Service Fee is paid. At that time, coverage may be reinstated; however, the contract period will not be extended.

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.

Sincerely,

Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It is difficult to read/reply to this response, as it is

clear that Choice Home Warranty (CHW) did not read my complaint, and is just

responding with random/inaccurate “facts” and verbiage. The response does not address the facts of

the case, and is disjointed and illogical.

The response includes two points with the headings 1. and

4. Heading 1. erroneously claims that “the issue began on or around

9/5/2012.” Unless “the issue” in

question is the beginning of my dealings with this unethical, fraudulent

company, this is false. As clearly

stated in my complaint, the issue with the hot water heater began on 11/5/2012,

which is about two months after the policy began. Heading 4 states that I did not pay a tech

fee. This fee was requested after my

claim was erroneously denied. As such,

CHW was already in breach of contract, and not entitled to this fee. Relatedly, the coverage was supposedly

suspended or cancelled as a result of me not paying this fee, but I was never

issued a refund for coverage paid for that was not received.

It is clear that CHW has operated in a fraudulent

manner. They have not taken my Revdex.com claim

seriously, nor responded in a coherent, logical manner. Given their “F” Revdex.com rating and bad

reputation, it is not surprising that many others have had similar

experiences.

They should immediately reimburse me for the replacement

cost of the hot water heater and for the warranty cost, issue an apology for

not honoring their policy, and change their business practices in order to

operate in a legal, ethical manner.

Until this point, I encourage potential customers to run,

those defrauded by this company to loudly share their accounts / take legal action (as I plan to do), and for

regulators to immediately act upon this illegal operation.

Regards,

Business

Response:

Dear [redacted],

While we understand your disappointment with respect to the outcome of your claim, the circumstances surrounding the component failure

indicate that the root cause of the issue did not occur within the effective policy dates, effectively making it a pre-existing condition.

The technician’s diagnosis indicated that the unit had been worked on previously and that the thermo-coupler was stripped, which does not

indicate a normal wear and tear failure. This alone would deem this to be a non-covered claim.

With respect to the date of the issue, your response dated 7/26/2013 referenced September 5, 2012 as the date the failure occurred. Based on your

most recent response, it is assumed this was simply an input error on your part.

We certainly empathize with your situation; however, based on the information submitted to Choice Home Warranty the claim decision stands,

as we have acted in accordance with the Service Agreement parameters, as highlighted in previous correspondence. Please keep in mind that all claims

decisions are based on objective diagnostic information; thus each claim is handled on a case-by-case basis.

Sincerely,

Choice Home Warranty

Business

Response:

Dear Revdex.com,

A response was submitted highlighting the reason for denial of the claim. Our notes from the technician indicate the problematic unit was worked on previously by a technician prior to the start of the policy. The technician's diagnosis indicated that the thermo-coupler on the unit was stripped, indicating that it was mishandled in some way. This would deem this a non-coverable item due to the damage to this part, as this would not be considered a wear and tear failure.

In reference to the discrepancy regarding the date of the issue, Mr. [redacted] referenced in one of his communications that the issue began on September 5th; however, based on his follow-up correspondence it was determined this was simply an error in his communication; therefore, the issue being a pre-existing condition based on the date he experienced the issue was retracted.

We hope this clarifies the issue.

Thank you,

Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Dear Revdex.com,

The issue at hand is simple. My hot water heater, which was in perfectly good working condition (I'm the only owner of the unit, and it has both been properly taken care of and not had issues in the past), broke. Choice Home Warranty, with whom I had/have a home warranty policy, refused to honor the policy once they found out that replacement was the least expensive way to resolve the issue. They have made several unsubstantiated claims, such as "error"s in my communication, that their tech somehow determined that it had been worked on prior to the warranty (which is false, and would be impossible to tell), etc. They simply denied the claim due to an unwillingness to honor the policy; this is an outrage and tantamount to fraud. Their responses are nonsensical, and do not resolve the issue. Moreover, they have yet to reimburse me for my out of pocket expenses, refund the amount of the fraudulent policy they sold me, nor refund me a prorated policy amount.

In short, CHW sold me a policy they never intended to honor (if an expensive problem occurred, which is well within the parameters of the policy), has made unsubstantiated claims, and acts in an unethical, unlawful manner.

Please warn other consumers NOT to use CHW under any circumstances. Their track record with Revdex.com, on yelp, and fact they were chased out of NY indicates the type of firm this is.

Regards,

Business

Response:

Dear [redacted],

As previously mentioned, the technician diagnosis indicated that the thermo-coupler on the unit was stripped, which does not constitute a

normal wear and tear issue. Due to the fact that this part was reported to us as damaged, we are unable to cover your

claim based on the contract, as highlighted previously.

Review: Claim denied replacing my broken AC unit despite 2 maintenance receipts in one year on said unit as requested.

We filed a claim for my air conditioning unit on *anuary 4, 2011. I received an email giving the name of a company that when I called, had their phone number disconnected. I had to call to let your company know this information. I was assigned another company that came out and determined my unit was bad and needed to be replaced. After not hearing a word from Choice for several days after the service call, I received a call asking me if the repair was done to my satisfaction. This was not the first time for a break in communication at your company either. I indicated that the repair company told me they were waiting on approval from Choice and could your representative please find out what is going on and contact me back.

I received a call from your authorizations department a short time after telling me they could not cover my AC unit because I had did not have a maintenance report. I was never requested to send this. When was your company going to ask me for this? When I called you? When the repairman called me wanting to know status? I took a day and searched through the years receipts and found one which I emailed to a supervisor [redacted]. No response. He indicated on the telephone the day prior that it would take an hour or two after receiving the form to approve the repair. Instead, I received no response from a supervisor.

My husband made yet another call to your offices for status to be told that receipt was not enough, you needed another. You require 2 per year. I took the rest of that day and located another invoice that I once again emailed to [redacted] indicating that I had located the other invoice for maintenance and PLEASE respond to my email as to status of my claim. No response whatsoever.

We made yet another phone call the following day and was told by an [redacted], that Choice Home Warranty had not received my second invoice despite me sending that to the entire claims department. I sent a 2nd request email to [redacted], the entire claims department and later in the day another email including the address given of [email protected]. Again, no response. I have never dealt with poorer customer service in my life.

At 6 pm today, *anuary 12th, I received a call letting me know that, my claim was denied as my invoices were not thorough enough.Desired Settlement: See Complaint Text

Business

Response:

We spoke with the customer on 4/19/12 and agreed to reimnust Ms.[redacted] $1500 toward this claim.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It took me to threaten a lawsuit, organizing a class action suit, 100.00 in Certified IGNORED mail and numerous complaint blogs just to get this "company" to acknowledge a valid claim. The public deserves the truth.

Regards,

Review: Claim filed Jan. 2014 with Choice Home Warranty (CHW), fridge not cooling. A sub-contractor scheduled service prop;ly and diagnosed a bad compressor. CHW authorized the repair and the part placed on order with 3 week lead. Approx 1 week later, CHW called stating the issue was pre-existing and not covered. We argued that we had CHW coverage for mult. Years so this was not pre-existing. CHW finally agreed and then stated the fridge was not worth repairing and they would pay us their cost to repair ($390) and not cover fridge in the future if we chose to repair. I followed up with CHW foir further explanation and spoke to Supervisor 1 (S1) who referenced contract statement as follows: 'F. Limitations of Liability, item 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.' I requested a breakdown of CHW cost to veroify our payment accuracy, but stressed I wanted the unit 'fixed' per the contract. I was not provided a breakdown, per S1 this wasn’t CHW policy. S1 finally came back with an offer of $450 , but stated that I would not be able to get out of the contract if I received payment. After appox. an hour on the phone the Supervisor said close to as follows: "Oh! I see we have a reason to deny your claim! I can't believe nobody has seen this until now!' Quite happily at that! This 3rd reason not to pay was due to the possibility that the compressor may have been struck by lightning (it’s Jan in PA, come on). My quote for repair is $890. I contacted the complaint dept. and was informed that this was a ‘Good Will’ offer of $450 and I will have to sign a form saying I will not report to any Consumer Agencies and still not let out of contract. During 2 hours on the phone with 2 Supervisors, I felt very bullied and threatened to comply with what they wanted to offer.Desired Settlement: 1. Choice pays the $890 quote that I received for the repair (from their sub=contractor).

2. Contract termination for the subject contract as of 2/12/2014 with reimbursement in the amount of $341 for the remainder of the year

Business

Response:

Dear [redacted],

Per our conversation over the emails yesterday, you stated that you wanted to cancel your policy with CHW and also that you refused to sign the Release Agreement in order to receive the Good will offer of $450. I do apologize if you misunderstood, but we are willing to give you what you asked for yesterday and that would be to cancel out your account with CHW. I am sorry but we cannot approve this claim because it is a clear denial and there is nothing that we can do to overturn this claim. We were going to offer you a good will gesture in hopes you would see that even though the claim was denied, we were still trying to show a good faith. I understand that you have denied this good will gesture and the check will not be sent.

Unfortunately, this claim still stands as a denial. Thank you for your feedback and I am truly sorry that you were unhappy with the offer that we tried to assist you with.

Best regards,

CHW Quality Control Manager

Review: Entered into a 13-month "Home Warranty" contract with "Choice Home Warranty" (CHW) in July 2013, with the effective date for service in August 2013. I filed a claim for a covered appliance 16 Sep 2013. CHW called and said that there were no service providers in my area. I replied that there were numerous, to which the CHW rep told me that none would work with CHW, but that I could have the appliance repaired via cost reimbursement. I paid and was reimbursed. I, personally, had to perform the service for which I paid CHW the entire annual fee for. The second and third claims were made on 3 Feb 2014. The second claim was for the outside AC pump that was frozen over. An AC technician was contracted by CHW and reported that the "defrost" switch on the control panel had malfunctioned and caused the unit to ice-over. CHW contacted me,via phone, on 5 Feb 2014 stating that the claim was denied due to "secondary causes." When I asked what that meant, she stated that "their" technicians determined the "secondary causes" and that the repair isn't covered, claim denied. I retrieved a copy of the technician's report from the company contracted by CHW to perform the repair, and spoke with the technician. There is no other cause for the faulty defroster other than normal wear and tear. The cost of repair is $303.50 + tax. The third claim was for a repair to my clothes dryer, for which CHW claims--again--that no technicians in my area will work with them to repair the appliance. AGAIN, stating that I can have work performed on a cost-reimbursement basis and that I must--again--find the service provider. I paid CHW to do what I have had to do 2 out of 3 times, and CHW denied my claim to have my AC repaired. Notwithstanding the fact that I served this country for over 30 years, there is no reason for any person to deal with such "contractual" violations AND be charged hard-earned money for nothing received.Desired Settlement: I want my entire annual fee refunded. While this may seem unreasonable, the fact that I was required to perform the services for which I paid, and contracted CHW, and at the cost of time and money through lost hours at my place of employment, warrant a full refund. I am willing to accept a deduction for the $50 administrative fee designated in the contract. (I earn $50/hour and did what I paid CHW to perform)

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 9/16/13 for your second refridgerator in the amount of $97.78

I understand the frustration that you have with the other two claims and understand that you would like a full refund. I am sorry that I cannot provide that for you for the fact that we have paid out for service for you and you have been a customer since 8/23/2013. I have spoken to the cancellation department and if we wave the $50 fee, your refund amount would be $207.00.

I am very sorry for the aggravation that you have had and hope that you chose to stay with CHW as we do value our customers.

Best regards,

QC Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Please see the attached WORD document for a detailed explanation. I reject the response by the CHW QC Manager, but I will submit for termination of contract and a refund.

Regards,

Business

Response:

Dear Mr. [redacted],

I am very sorry for the frustration, I will am also sorry to see that you want to cancel your policy. There is no need to send a letter, I will have someone from the retention department call you today. You referred to us as HWA, I am not sure if you have a policy with another company as well but we are and only have been Choice Home Warranty.

Thank you,

Review: I have 2 homes insured with Choice. I called 7/2 for service on an air conditioner problem. Service man came 7/3. Finally after calling, I got a reply from him on 7/8 that Choice will not pay to fix the thermostat ( I had already paid $45 for the trip) because it's digital. The house is 13 years old and has always had digital. In the mean time, I'm still without a/c in TX while Choice "reviews" it. Compared to what I've paid them this is a token. They have refused everything I've needed fixing- a hot water heater, circuit breaker, 2 new air conditioners at 2nd home which lasted 22 years. Not even some token payment though I've had them for 2 years.Desired Settlement: Get my thermostat fixed pronto and paid for in full with my trip charge refunded for the wait.

Business

Response:

Sandra Ikenaga:Per your conversation with our supervisor Marc, he did advise you that this is an approved claim. Please call our office if you have any other issues with this unit as we have covered the cost of the repair.Thank you,CHW

Consumer

Response:

This is a lie. It was the same air conditioner but with 2 problems. They wouldn't replace the coolant coil because they claim the unit wasn't "maintained" which wasn't true. It's outside for 14 years and nothing lasts forever even when it's maintained which it was (you need proof not just your friend) and insured the whole time. The company they hired however, left the side off and the bolts and instructions were flying around. They also wouldn't cover a new air conditioner or hot water heater for another house I have insured because they only do repair not replacement. So why have insurance? Just don't get it from them. They hassle and don't do any repairs if they can get out of it and definitely not in a timely way. I did without A/C in TX for over a month!

Business

Response:

We understand and apologize for the frustration this situation has caused you. However, the information we received from three separate diagnoses for three differentclaims indicate that there are three different unit model/ serial numbers confirming that there are three units in your home. These model and/or serial numbers are as follows:[redacted]Per CHW policy, only two AC units are covered unless additional fees are paid. Please see below sections:D. COVERAGE The Coverage is for no more than one unit, system, or appliance, unless additional fees are paid. If no additional fees are paid, covered unit, system, or appliance is at Our sole discretion; certain limitations of liability apply to Covered systems and appliances.4. AIR CONDITIONING/COOLERNOTE: Not exceeding 5 (five) ton capacity and designed for residential use.EXCLUDED: Gas air conditioning systems - Condenser casings - Registers and Grills - Filters - Electronic air cleaners - Window units - Non-ducted wall units - Water towers - Humidifiers - Improperly sized units - Chillers - All exterior condensing, cooling and pump pads – Roof mounts, jacks, stands or supports - Condensate pumps – Commercial grade equipment - Cost for crane rentals - Air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications – Improper use of metering devices - Thermal expansion valves - Refrigerant conversion - Leak detections – Water leaks - Drain line stoppages – Maintenance - Noise. No more than two systems covered unless purchased separately at time of enrollment. We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipment.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

Review: I purchased a home warranty from Choice. The warranty stated if something broke it would be repaired or replaced. No other stipulations were stated. There was a monthly fee and a co-pay for each covered item. They denied my very first claim stating I did not do necessary preventative maintenance based on a picture they received from the repair company. They never advertised that preventative maintenance was a requirement and my equipment was well maintained for its age. They simply are trying to get out of having to replace my system. I immediately canceled my policy. They were fraudulent with their advertising and did not complete their part of our agreement.Desired Settlement: I need to be reimbursed for all my monthly payments and the $45 co-pay I had to pay for my first claim, since they never repaired or replaced any of my broken equipment like they advertised. Once I realized this was a scam, I immediately canceled my policy. Since I was never able to any part of this policy I seek complete reimbursement for all my monthly fees and co-pays totalling $159.51.

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 heating system placed on 12/25/14. Upon diagnosis, the service provider stated that your unit’s heat exchanger cracked due to lack of maintenance on the system. The service provider also stated that this kind of failure cannot develop within the lifetime of policy. Unfortunately, CHW policy does not cover failures that are due to lack of maintenance. The policy also does not cover failures that are pre-existing to the policy.Please see sections below:A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. F. LIMITATIONS OF LIABITY1. 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.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.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.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.18. We will not pay for the repairs or replacement of any covered systems or appliances if they are inoperable as a result of known or unknown pre-existing conditions, deficiencies and/or defects.The details of your situation are not representative of the 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:

Review: [redacted]

I am rejecting this response because:I paid to have my own contractor come out and look at the unit and he stated the units condition is in no way reflective of being poorly maintained on my part. I stand by my conviction that Choice is simply denying the claim, using technicalities as a cloak. This, based on other customer reviews, seems to be their normal operating procedures. They base their decision on one service technician and a few photos. The technician they sent to begin with did not seem to know what they were doing, replacing 3 different parts before saying they could not fix the issue. I stand by my original complaint and seek reimbursement of all fees and co-pays as I received no service from Choice in return.

Regards,

Business

Response:

We apologize for the frustration this claim has caused you. The information that was provided to CHW along with pictures taken during diagnosis stated that your unit’s heat exchanger cracked due to lack of maintenance on the system. However, if you do not believe this information, please provide CHW with your second opinion diagnosis. Once we receive the diagnosis of your second opinion, we will re review the claim.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: I can't get them to fixed anything major just small items. It's always a reason why they want fixed them that don't make sense. They are just not a good warranty company.Desired Settlement: I want them to fixed my issues as easily as I paid my premiums.

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 that you currently have with CHW, I do see that we have covered the cost of the following repairs:For ACTIVE Policy #: [redacted]:Claim # [redacted] for your Air Conditioning Unit in the amount of $1**.** Claim # [redacted] for your Microwave in the amount of $27*.**Claim # [redacted] for your Garbage Disposal in the amount of $19*.**Claim # [redacted] for your Air Conditioning Unit in the amount of $1*4.**For Policy # [redacted]:Claim # [redacted] for your Oven Stove Cook in the amount of $1*4.**Claim # [redacted] for your Refrigerator in the amount of $37*.**Claim # [redacted] for your Heating System gave customer good will of$12*.** paid tech $19*.**Claim # [redacted] for your Electrical System in the amount of $1**.** Claim # [redacted] for your Air Conditioning Unit in the amount of $3**.**For ACTIVE Policy # [redacted]Claim # [redacted] for your Water Heater in the amount of $6*.**Claim # [redacted] for your Heating System in the amount of $8**.**Claim # [redacted] for your Refrigerator in the amount of $126.**Claim # [redacted] for your Water Heater in the amount of $1**.** Claim # [redacted] for your Water Heater in the amount of $2*9.41For EXPIRED Policy # [redacted]Claim # [redacted] for your Garbage Disposal in the amount of $13*.**Claim # [redacted]3** for your Microwave in the amount of $2**.**For EXPIRED Policy # 931*73124Claim # [redacted] for your Washer in the amount of $2**.**Could you please advise us of what claim you are speaking about and what policy?Please 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. If you believe that our technicians are wrong and feel as though the claim should have been covered, you are always able to have your own technician come to the home and give CHW a diagnosis. We always take maintenance records to assist with claims that have been denied due to a lack of maintenance as well. If you have had a claim that was not covered due to any reason as such, please forward the maintenance records to [redacted] and our authorization team will review.We do apologize for your frustration with this claim and that you chose to cancel your policy with CHW. Since you have cancelled your policy with us, we are unable to assist you in any way with this claim.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: These claims are over a period of three or more years. The claim that has frustated me the most is the claim that had the house without for over a week without sufficent response. Also there are some claims in the list that are not accurate.

Business

Response:

We do apologize for your frustration. Again, we are unable to assist with this claim due to the fact that it was not a normal wear and tear issue. Unfortunately there would be nothing for us to do for you at this time. CHW

Review: Choice Home Warranty sent their representative out to diagnose the problem with my air conditioner. The representative diagnosed the problem as bad blower motor and blower wheel. Choice failed to honor my warranty and denied my claim. In summary, all of my inspections are up to date. The technician states there is no way that I could have known this to be pre-existing. Technician also states the air conditioner was in pretty good shape.Desired Settlement: I would like for Choice Home Warranty to honor the Warranty and apologize for two of their employees hanging up on me while I was still talking. Very unprofessional group of people.

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 do apologize that this has taken so long for your unit to be fixed, this is not the normal time that it would take for CHW to have a technician repair a unit for our customer. Upon review of your policy that started on 05/26/15, I do see that you have placed a claim for your Air Conditioning unit on the same day as your policy started 5/26/15. Per our policy, we state that your unit must come into the policy in proper working order. We do not cover any known or unknown pre-existing conditions. You are given 30 days to have every item in your home properly inspected and are supposed to have your unit maintained per the manufactures specifications. Please see Section A. Coverage3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or 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.F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.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.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.We do understand that this is frustrating and we are very sorry but being that you placed a claim the first day of the policy; even though you did have a policy with us and canceled it at a different time, this is not a covered claim. You ended your other policy prematurely on 04/09/15 and then signed back up with us a month later. Your policy is still new and all items would have to be in proper working order. There would not be any possible way that the unit could have failed the same day that the policy started. We do agree that you may not have known but again this is an exclusion to our policy being that it is an unknown failure that happened before the policy began.I do apologize and per your email, that I had received I did notify the VP of Operations about the employees that were rude to you. CHW does not condone that behavior, they have been spoken to. I personally have pulled the calls that you advised me about and went over them with the reps.We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, Tracy M CHW Consumer Advocate

Consumer

Response:

I am not satisfied nor happy with Choice Home Warranty decision not to honor my claim. I have been calling them to talk, only to get hung up on each time...although I am still paying them a monthly fee. My air conditioner has been fixed and serviced. The cost was $1100 plus. The warranty must be honored. The warranty was effective on May 26, 2015. I have proof my air condition was working properly prior to that date. I had out of town company that stayed at my home during that period of time up to that date. This happened the morning they left. The motor broke. Bottom line, the warranty must be honored.

Review: Choice Warranty is the worst home warranty to work with. I have yet to recieve any assistance towards the repair of my new HVAC. They have gladly taken 1050$ from me for three years. No return phone calls are made. It is all up to the homeowner, no effort to reach out to the customer is made. My HVAC had multiple things wrong with it, most of which was not caused by rust and corrosion and a motor switch was faulty. The gas never shut off and caused a fire in the HVAC and duct work system. Be Aware that this company will not work with you so you can obtain any money back that you pay into your home warranty. Choice warranty is a waste of money!!! After multiple phone calls in trying to get assistance in proving that my HVAC was not caused my rust and corrosion I was told that I would receive 250$ towards the cost of repairs when I sent them a paid invoice of my new HVAC. Even after sending in my paid invoice (credit card) statement, I have yet to receive a phone call or any check for 250$ as I was told on a recorded phone line. Buyer beware to not waste your money on this home warranty company. thank you, [redacted]Desired Settlement: If I will not get any assistance towards the repair of my HVAC which cost my 5800$ I would like a full refund of the 1050$ that I have wasted in my investment of the home warranty. Thank you. [redacted]

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 started on 3/19/15, we do see that you placed a claim for your heating system on 4/23/15. The diagnoses stated that there was a cracked heat exchanger; the tech did state that there was rust and corrosion but the blower motor overheated from the crack on the heat exchanger. There were melted wires from the unit overheating.Your claim was not covered due to the fact that the heat exchanger was cracked due to rust or corrosion. Per our policy, Section F. Limitations of Liability #1 states that CHW does not cover any unit that fails due to rust or corrosion. As well as Section A. Coverage #3 states that all units have to come into the policy in proper working order.We do see that as a goodwill gesture, we offered you $250 towards the repairs of the unit, that you did accept and has been mailed out to you.If you would like to cancel your policy, you would have to call our cancellations department and they will assist you with a pro-rated refund. CHW per Section L of the policy, will deduct $50 for cancelling prematurely and also per the policy any monies that have been paid out, will be taken out of the refund. You can speak to them upon what the refund would be.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers.Best regards, CHW

Consumer

Response:

According to M and A HVAC he did not say that so unless there is a recorded phone call I don't believe. I know I won't change your mind but your customer service is deplorable and there is nothing that will change my mind. Since you won't cancel my contract I have no choice but to live what I regrettably purchased. I believed you were highly rated and it turns out your company has been a miserable ecerience. I have wasted too much time on this. I would not recommend your company to anyone.

I am rejecting this response because:

Regards,

Review: I contacted Choice Home Warranty 30 days ago 7-9-15 after my dishwasher failed and signed up for service ($42.00 a month). I was clear with the representative at the time that my dishwasher had already failed and that I was willing to wait and pay for the 30 days before I could file a claim. I called today to file the claim and they informed me that the claim would not be covered because they won't come service preexisting issues. This is the opposite of what I was told 30 days prior. I was completely willing to pay another $42.00 per month as well as the $60.00 service call fee as I had agreed to do and continue on with the agreement.

After waiting 30 mins for a "supervisor", and then another 10 mins for a "manager" I was misquoted, an attempt was made to bait me into an emotional argument, and then insulted by Sarah at #[redacted].

Sarah misquoted me by insinuating that I had spoken badly about the sales representative when in fact I was responding to her assertion that it would be "a waste of my time" to dispute the charges on my credit card because she was going to refund me.

She later condescendingly inferred to my level of intelligence by stating that "I sounded like an intelligent guy and she was surprised that I wouldn't read the service agreement before I signed up".

I was disappointed enough, after having waited 30 days and called back on the exact day I was suppose to, at the news that what I had agreed to a month prior wasn't going to be honored. I was flummoxed even moreso by the attempts to misrepresent my statements, bait me into an emotional exchange in order to probably hanging up on me, and then the insulting my intelligence.

I'm sure that Choice gets a lot of interesting people calling in with a lot of interesting scenarios. I was polite and cordial throughout the entire conversation. No one deserves to be insulted, belittled, and subjugated. The entire 50 min experience today was childish and condemning.Desired Settlement: I have no idea. I've never filed a complaint on a business before. My family and I have been hand washing our dishes for the last 30+ days while under the impression that I was going to be covered. I'm very certain to the content of what was discussed during my initial conversation with the representative at Choice. If I were under the understanding that my claim was not going to be honored I would have had the dishwasher fixed a month ago. Had I misunderstood the representative or believed that I was culpable in some way in the situation I would have had no problem accepting responsibility for screwing up.

The way Sarah handled my call from the moment she picked up was elusive and entrapping. It is my impression that she wanted an emotional outbreak from me. I told her at the end of the call that I understand she probably has to put up with a lot but that I didn't deserve to be insulted and would never infer to the veracity of her intelligence if our roles were reversed.

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 that began on 8/7/15, we see that you placed your claim on the same day and you stated that the unit had not working in 30 days prior to the policy.Per our policy, Section A. Coverage all units must come into the policy in proper working order. You stated that yours didn’t. I do see that you were given a full refund for this policy.We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us. We do appreciate your feedback as this does help us with our customer service and service providers. Choice Home Warranty was in full compliance with its terms & conditions.Best regards,CHW

Review: I purchased a Home Warranty from this company beginning around 12/5/2014 and paid extra for a ""limited roof leak"" Around 7/1/15 during a heavy rain, I discovered my roof was leaking into my bedroom - I have a 1-story home. I contacted the warranty company and they gave me a ""local"" roofer to call. When I called this guy, he said he would not be able to come for a week AND he lived too far away (about 2 hours.) I called the warranty co. back the next day and asked for another referral - within a few hours they gave me the same guy again and said they spoke to him and have nobody else in the area so would pay for his gas. Again, he could not come for a week. They then told me on 7/6/15 if I found someone, they would reimburse me for his work. I contacted another roofer who came that day and was able to do the work a few days later. I was told to call the warranty co. while he was still here and have him speak to them, which I did. They said they would not approve the claim because they did not cover ""partial replacements"" The roof had a hole in it and the roofer had to remove shingles, replace wood, and reattach most of the shingles, adding about 10 new ones. I called, emailed several times and Choice Warranty reps were rude and refused to honor their warranty. the cost was $777 for the roof repair. Everytime I talked with someone, they kept saying things that did not apply, that they did not cover partial replacements. It was repaired, not replaced.Desired Settlement: I want Choice Warranty to honor this warranty and send me a check for the repair of the roof which was $777.

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/useragreement.com.Upon review of your claim for your Limited Roof Leak claim, I do see that the diagnoses from the technician stated that the majority of the roof would have to be repaired; this is considered to be a replacement of part of the roof. Per the policy, Section Letter E., Number 6. CHW is not responsible for repairs related to partial roof replacement and appendages.On 7/31/15, we assisted with a goodwill gesture and removed the optional Limited Roof Coverage from your policy. This was not something that CHW had to do, they did this as a good will gesture.We do apologize for any frustration that this claim has given you. If any of our employees were rude to you in any way, we do apologize as CHW doesn’t condone that type of behavior. We will look into the calls and if there were reps that were rude, the VP of Operations will be notified.As per the claim, CHW is in full compliance with its terms & conditions. Respectfully,CHW

Consumer

Response:

I am rejecting this response because:The contractor did NOT say the majority of the roof had to be replaced. He, in fact, REPAIRED a section of the roof that was approximately 3' x 6' - the roof had a hole in it and he had to remove the shingles, REPAIR the hole by using new wood, then reinstalling most of the existing shingles along with maybe 10 new shingles. How is this possibly considered REPLACING even part of the roof? He had to REPAIR the roof by replacing damaged wood and a few damaged shingles. Under your definition, how would ANY roof repair qualify when there would always be a portion of the shingles, wood, etc. that would have to be replaced. The REPAIR and cost are far less than a new or replacement roof would have been. Please honor your warranty.

Business

Response:

Per the technicians information that he provided to us, the issue was with the plywood. it had become deteriorated and needed to be replaced also the boot seals for the vent pipe were worn out. This is an exclusion to the policy in Section D. #6, excludes partial roof replacement and appendages.We do apologize for your frustration but we have taken the limited roof coverage off of your policy as you had requested and we are not able to provide coverage for a claim that is an exclusion to the policy.Regards,CHW

Review: I purchased a warranty from Choice when I first purchased my home this year. On August 4 my refrigerator and freezer stopped cooling, so I called and filed a claim. The technician called and set up an appointment fairly quickly and came to diagnose the problem. Around the same time I was sent out of town for Military training, leaving my wife who was 36 weeks pregnant at home with her mother helping her with our other child, living out of two igloo coolers. Over the next 6 weeks, the technicians came back several times and said that they were replacing various parts. After 6 weeks of this, we were told that the technician could not fix the problem because he did not know what the problem was. We were offered the replacement price of $300, which is less than 1/4 the replacement cost, and less than half the cost of a comparable replacement of lesser quality. I told the customer service rep this, and was then offered $450. At this time I asked if I could bring in a qualified GE repair specialist to get a second opinion. Since so many parts had been changed, I did not want to give up on the fix and take a 25% buyout. I was told if I wanted to do so, I would have to pay for the GE tech to come out myself, and if he could find the problem he could call in to authorizations and then they would decide whether to authorize the repairs or continue with the buyout. I set up for GE to come out, the tech showed up, and within 30 minutes he had diagnosed the problem. He also stated that the list of repairs didn't make much sense, that it looked like someone was just "shotgun trouble shooting" and also that at least one of the claimed repairs hadn't even happened due to the fact that there was still dust were the connectors hadn't been removed. After the GE tech told them the problem I was contacted and told that leaks in cooling system voided this particular policy and I would receive nothing from Choice Home Warranty.Desired Settlement: I would expect that regardless of what is wrong with it, the fact is my refridgerator does not work. Therefore, Choice should do what they said and replace it with a comparable working unit, or at least send a check for the $450, since it was my money and time that was spent to have the nature of the problem with my appliance figured out in the first place.

Business

Response:

Dear Jonathon Ward: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 you placed a claim for your refrigerator unit and we did dispatch a technician to your home to help with the unit. We see that the technician did try to resolve the issue with the purchase of parts that CHW did approve. We did offer you a buy out of $450 that you had declined and stated that you did want your own technician to come out to your home. The technician that you had provided us with a diagnosis that is a clear exclusion to our policy; he stated that the unit was leaking.Please see Section D. Coverage #3 that states CHW doesn’t cover leaks of any kind from a Refrigerator.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. We do apologize and we do understand your frustration. CHW does have a policy for all our customers to view and to follow. We are not able to make acceptations’ for customers with the end result being a non-covered item. We also see that your policy has been cancelled; due to the fact that you no longer have a policy with us, we are not able to provide you with the service or funds that you have requested.Please feel free to contact us at our toll free number ###-###-#### to review your claim.Respectfully,CHW

Review: I recently filed a claim with Choice home Warrant regarding a problem I was having with my furnace. A technician was sent and after replacing several parts the furnace went from working to not working at all. The technician could not explain why it would not turn on, but did indicate that there was a crack on the heat exchanger. He filed a claim with Choice Home Warranty, which they denied. The technician told me that it should have been covered but he was not surprised because that warranty company denies most claims made for repairs. When I called the company to inquire why the claim was denied several people kept telling me that the furnace was not properly cleaned. I tried to explain to them that the furnace went from working to completely not working after the work was done, but they still denied the repair claim.Desired Settlement: I would expect the company to honor the warranty they sold me and replace my furnace.

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] Upon review of your claim for your heating system, it was advised to us that the unit had debris within tubing from the switch to the inducer, once the technician removed the debris the unit started to work again. You had advised the technician that the unit did not work again and he discovered that the unit had multiple cracks. With both of the diagnosis that the technician provided us with shows the unit to have had a lack of proper routine maintenance. Per our policy, Section F. Limitations of Liability #12, states that CHW does not cover failures that are a result of a lack of proper routine maintenance. If you would like to have CHW review your claim again, you can have a different technician provide us with a second opinion and we would review the claim. If you have had routine maintenance completed on your unit, you can always send the records in to show that the unit had this completed. From the pictures that were sent, to diagnosis of the claim, it clearly shows us that this unit was not maintained properly.We do apologize that this claim is frustrating and we have documented what you had stated the technician said about CHW as this is not something that is a normal practice of ours. CHW bases our decisions off of the technician’s diagnosis and the pictures that are provided. We also rely on the customers to enter into their policy in with their units in proper working order as well as having their units maintained per the manufactures specifications. We do look forward to assisting you on future claims and if you would like to provide us with a second opinion that would overturn this decision; we look forward to reviewing it.Please note, CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Review: A case was made for a malfunctioning pool filter. A technician was sent to our house to diagnose the issue. Upon opening the filter he noticed that a plastic part attached to the end of a brass rod had cracked. He noted that the filter was very old and it would be hard to find the parts to fix the filter. Pictures were taken of this and a cracked backwash valve. He noted that this looked like normal wear and tear.

The following day Choice Home Warranty denied our claim for fixing the filter claiming that the plastic piece had to have been defective prior to our purchase of the policy. Granted we have only had the policy for a month, but the pool was filtering just fine until about a week ago. Customer service said that their company "expert technician" diagnosed from the pictures taken that this had to have been a pre-existing issue.

This is extremely shady. First, we pay $60 to have a local technician to come out and diagnose the problem. Wouldn't his findings hold greater precedence over someone just looking at photos? Second, customer service said that if this had occurred a few months later this might be easier to believe that it was not a pre-existing condition. I found this to be most hypocritical. The reason for having a home warranty is to have safety and security for unexpected issues. Issues that were not diagnosed before purchasing the policy.

Thanks for your attention and we hope to get resolution soon.Desired Settlement: Choice should honestly honor their home warranty and approve our claim. Ultimately repairing and/or replacing the filter.

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] Upon review of your claim, I do see that CHW has provided you with the CAP amount allowed per policy term of $500 for this claim. We are very happy that we were able to come to a mutual resolution with you pertaining this claim.Best regards,CHW

Review: I took the Choice Warranty Home Appliance Insurance to cover any unexpected breakdown.

I had refrigerator broken down so I called Choice Home Warranty Insurance and they send the technician after few days. The technician came and said some parts needs to be ordered as compressor not working. He also made note that compressor may not correct starter as per spec. But the fridge was working fine for more than a year before I took the policy. The insurance company authorizes the parts and finally technician back after 11 days to installed the parts. The problem wasn't fixed and he mentioned he has a wrong parts ordered and he has to order it again. Note from technicican "Wrong part was sent compressor is not running until part comes". After 5 days later he came with correct parts but still problem wasn't fixed. He finally mentioned that compressor problem cannot be fixed. I called my insurance and they are saying per their clause if anything was repaired before the policy was taken then it is not covered. They kept saying it was wrong installation of parts from the prior technician before the policy so they can't anything. So, I called the original technician and he confirmed that the parts were installed as per manufacture's spec and the original technician also gave call to my home appliance insurance company to explain everything. But Choice Warranty company denied any further resolution of the problem.

Its been more than a month I am without any refrigerator.

Very Unprofessional people and their technician are just amateurs.

Need help to resolve this issue.Desired Settlement: The unit which has been broken should be repaired and if not the repairable then they should replace it as per their policy. if they can't replace it they should ALL my fees/premiums which I paid to this account and 75% cost towards buying new replacement refridgerator.

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]. Upon review of your claim for your refrigerator unit, it was advised to us that the failure of the compressor was internal valves of the compressor went bad and caused the unit to continually run and overheat the compressor and overall fail. This failure is secondary damage since what happened to the compressor was a result of the original failure that was the starter. The technician stated that you had a previous repair and the wrong part was placed. Although we do believe that the technician that we provided to you is not at fault since he did not install the first starter for this unit; per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for the technician’s negligence. We do see that you have already cancelled your policy with us and we do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The refrigerator was fixed way before we took the insurance. The fridge was fully working even after 6+months after we took the insurance.A I mentioned earlier due to the wrong part was installed by there technician due to which he had order the part again .

Regards,

Business

Response:

[redacted],Choice Home Warranty is not an insurance company, we state this in the policy in Sections A.Coverage #3 and in Section L. it states " This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty."JM & F LLC, advised that after the installation of the parts, they noticed that the wrong starter was installed previously and had already damaged the unit so when they tried to start the unit, the compressor ran for a short while then went off. The compressor damage was due to the wrong starter being previously installed prior to the technician from Choice Home Warranty and it made the compressor seize.Although you do not believe that this is of no fault of the technician that CHW sent to your home, please read Section F. Limitations of Liability #19 where it states that CHW is not responsible for the negligence of the technicians. If you believe that this happened from that specific technician we advise you contact them and they will assist you with the matter.Regards,CHW

Review: Purchased a new home warranty policy for 3 years coveraged on my rental home in Texas about 4 months ago. Three months later I made a claim for one of my appliances which was denied. After much discussion and clarification I continued with the policy. Today my AC went down. The tech stated that a new coil was needed. Again I was denied by Choice Home Warranty. After the second denial I wanted a refund. They refused to refund my money. Finally after much discussion, Choice Home Warranty refunded less than half of what I had paid into the policy. I believe people need to be aware of practices like this before they buy into these type of policies. They will not make you aware of the limitations of what they will not cover until you need the help and make a claim. Due to thier technicalities, many items are not covered and will come out of the customers pocket with no help from the company despite of the money paid into the policy by the customer! I feel as a customer that this is a dishonest practice meant to prey on honest customers needing help.Desired Settlement: A FULL refund of the money I paid into the policy.

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, I do see that CHW had assisted you in a goodwill offer for the first claim that you had placed for your water heater in the amount of $465.00. In reference to your Air Conditioning claim, we did try to provide you with a goodwill gesture in the amount of $250.00 and did explain to you that CHW does not cover failures due to rust. This can be found in the policy in Section F. Limitations of Liability #1 and #8.In reference to your refund, this is stated in Section L. Cancellations in the policy. CHW does charge an administrative fee of $50 and we then minus any claims or goodwill’s back that we provided to you. The remainder of the policy is pro-rated by the month and that is what you received. Your refund is accurate in the amount of $339.16 and when someone signs up with our company, they do have 30 days to review the policy to cancel for a full refund. Our policy is online for anyone to view. We do this so that people can view what we cover and do not cover. CHW has nothing to hide and we put all of our exclusions and limitations for anyone to view.We do regret your frustration with this claim however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Review: Business advertises as a company that will make repairs and if items are unable to be repaired, they will replace them. I filed a claim for repair of my oven. According to the repair contractor, the part is discontinued and cannot be purchased which means my oven cannot be repaired. Choice Home Warranty says they will replace items if they cannot be repaired, however since the part is not available to purchase, they will just pay me the cost of the part (not sure how they price it since it's not available to purchase) and I need to replace my oven myself. The part, according to Choice Home Warranty is $106. I called GE myself and was advised that this part is not purchasable and they cannot tell me the cost of the part because it is discontinued. The vendor is advising that the part can be repaired and if it can't CHW should replace the oven, however CHW says they can only give me $161.07. This is not what I signed up for! I can save my monthly premiums and service fees and cover my own items! Total waste of service.Desired Settlement: I would like for CHW to have the part repaired or replace the oven.

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, we show that CHW has assisted you with claims in the amount of $441.07.Upon review of your claim, we show that the part for the oven is no longer available and we have provided you with a cash payment in the amount of the average cost between parts and labor of the covered repair. The amount that CHW has provided you with is $171.07.Please see Section F. Limitations of Liability # 9 below:9. We have the sole right to determine whether a covered system or appliance will be repaired or replaced. We are responsible for installing replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with the replacement system or appliance or component or part thereof or with new type of chemical or material utilized to run the replacement equipment including, but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by federal, state, or local governments. If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair. We reserve the right to locate parts at any time. For the first 30 days of the contract period, We are not liable for replacement of entire systems or appliances due to obsolete, discontinued or unavailability of one or more integral parts. However, We will provide reimbursement for the costs of those parts determined by reasonable allowance for the fair value of like parts. We reserve the right to rebuild a part or component, or replace with a rebuilt part or component.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy. .We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins. You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Choice Home Warranty was very easy and hassle free to work with once my dryer broke! Great company!

Very fast service and profession attitude. Excellent communications

We were initially happy with our decision to choose Choice Home Warranty. They came out and we were able to have repaired our garage door opener and a capacitor on our air conditioning unit.
Both fixes would have run a total of about $500.
Then, our dishwasher stopped working properly. According to CHW they were opting out of repairing the unit, and wanted to pays us for replacement. They chose to give us $180. That doesn't even near cover it. When later confronted about the low payment CHW said that we could have had the unit repaired instead of 'replaced'. That was not the communication from the representative.
Finally, the evaporator coil on one of our air conditioning units went out due to rust. They refused to cover anything stating that under their general exclusions any appliance or unit in need of repair from corrosion or rust would be excluded under the policy.
If you think about it ANYTHING water related will eventually break down due to rust and corrosion. It's part of the normal wear and tear of things. So, here we have a home warranty company that's supposed to cover me for issues of wear-and-tear; and the EXCLUDE WEAR-AND-TEAR!
Obviously I canceled my policy immediately. There were kind enough to 'waive' their cancellation fee.