Choice Home Warranty

Review: I have been paying monthly fees to Choice Home Warranty for several years for a home warranty contract that is suppose to cover hearing, air conditioner, kitchen appliances, water heater, ceiling fans, plumbing, broken pipes. I purchased the deluxe plan that 100% covers all these things and more in my home. My air conditioner unit has been down for over 1 month now and Choice has yet to send a qualified technician out to repair it. They keep sending a home handyman instead of a heating and cooling company. On June 24, 2015, I paid personal money out to a qualified company ([redacted] Heating & Air) to diagnose the problem and sent it over to Choice Home Warranty. The company indicated that my condenser was inoperable and needed replacing. Choice sent another handy man out to my house and could not repair/replace the condenser. I am still without air and their only choice to me now is to hire and repair my own air conditioner unit. And if I cancel the contract, even though they have breeched the contract, they will attempt to collect the remaining contract payments. Choice does not have a fleet of certified heating and air companies, thus, they sell what they cannot deliver. They only employ several "uncertified" handymen and route your request for service between them until you become so frustrated that you give up and have your own repairs done.Desired Settlement: I am requesting a full refund of all of the money that I have paid Choice for the duration of the contract that I have had with them over the years as they have falsely represented their services. I am also requested a refund of $$180.00 for the 4 times that I the $45.00 service fee charged for sending a technician to my home because a technician did not come - a handy man came and to date my condenser on my unit has not been replaced as per the contract agreement.

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 paid out $1084.00 of your claims. I do see that you had placed a claim for your AC and we were not able to cover that claim due to the fact that the technician stated the compressor terminals were grounded; burnt at connections. This caused the system to malfunction. Unfortunately, this is not a normal wear and tear and it would be considered to be a lack of proper maintenance.Per our policy we do not cover any units that fail due to a lack of proper maintenance or that are not normal wear and tear. Please see Section F. 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.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.Lastly, you had already chosen to cancel your policy with us therefore we are unable to approve any claims for you anymore. We do regret any frustration with this claim or for any other claims that you may have had. 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:

I am rejecting this response because: their response is false and totally not true. I have records to show that each year I personally paid a qualified technician to perform annual maintenance on my AC unit. Also the paperwork received from the handyman they sent out did not state what they gave indicated but he copied what the technician I hired from a qualified company had written that the condenser was broken. Choice also told me in January that they replaced a part on my heating system but when it continued to malfunction I hired a qualified tech from a real heating and air company and they confirmed that the part was never replaced. Choice does not have any qualified companies. The last person they sent yo my house is a mechanic and it says do on his paperwork. It does not state heating and air. The one before that showed up in his car and had no tools and caused me to hire an electrician which I did not need. I also have a statement from a previous contractor of Choice stating that he did not have credentials to fix heating and air problems and that Choice would tell them how to word stuff so that it would not qualify for repairs. I have also spoken to several customers that I referred to choice who gave been defrauded as well. This is only my first step in the process; I am not interested in choice's response as it is the same response posted for every claim filed on them. I am only interested in exposing their fraudulent business practices as they don't even have legitimate companies to service issues. They gave changed their story three times but they need to read their own advertisement and promises to customers.Unless in received a refund of my money I will go all the way to the Supreme Court to stop any other honest people from being cheated.

Business

Response:

We do apologize that you feel as though CHW did not help you with your claims for this policy. We do show that you paid in total $358.30 for the policy ($35.83 for 10 months) within those 10 months before you cancelled your policy, CHW had paid out a total of $1084.00 for the claims that you had placed. Due to this, we cannot offer a full refund. Also please note our policy Section F. #19 in reference to the service providers. You as the customer could have requested to use your own technician and opted for our reimbursement option. We understand the frustration that this has caused you but there is nothing more that CHW can do for you at this time as we are in full compliance with our terms and conditions of the policy.All the Best,CHW

Review: Our contract term is 9/11/2014 through 3/11/2018

5/21/15

Called a company to get on the schedule for a/c summer checkup. He will call me from his office to get set up.

6/4/15

No word back from the first company. Called [redacted] to do the service since we know they work with Choice. Appointment set for Monday June 8th.

6/5/15

Noticed that the a/c was not cooling as it should. Since we have the appointment already set up we will wait till Monday to see what he says.

6/8/15: [redacted]

Serviced units and found a leak in the coil on the unit that isn’t cooling. He said there is rust on the coil but the rust did not cause the failure. Rust is on the bottom, failure is on the top. However, they no longer work with Choice Home Warranty so we had to call Choice.

6/9/15:Arkim CHW 10:25 am

Found this problem while having service done. Filters changed at beginning of the month.

Claim # [redacted] is assigned. [redacted] Air Cond & Heat. Work order sent to [redacted].

6-9-15: 10:50 am Carla w/ [redacted] Air

Can’t get here before Thursday 6-11-15 bet 3-5 pm. If something opens up she will call me. Larry is the tech.

6-9-15: Larry with [redacted] came to the house.

Larry said we need new coil and he is not sure [redacted] makes one to replace it. He will call CHW and [redacted] ([redacted]) in the morning and get back with us sometime after lunch tomorrow. Larry stated that the failure was due to normal wear and tear.

6-10-15: 10:50 am CHW robocall – call in

6-10-15: 11:00 AM Larry w [redacted]

No coil available.

6-10-15: CHW Vickie 11:15 am

Vickie-Your claim has been denied because of the rusty evaporator coil.

Me- I know that is not what you were told.

Vickie- Have to check with a supervisor. They will look at the claim and call me back.

6-10-15: CHW Doug 4:15 pm. Doug does not want to be recorded by me even though all of their calls are recorded.

Doug-There is missing information. They need information from tech on parts and pricing.

Me- No part to price as it is unaDesired Settlement: Repair the air conditioner with the proper parts or replace with new unit.

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 for your AC, I do see that we did offer you goodwill of $300 for the air handler due to the fact that we are unable to approve the entire claim for you. Our technician stated that the evaporator coil was completely rusted and did not recommend replacement. Due to the policy that you have with CHW, we do not cover any unit that fails due to rust or corrosion. We did explain this to you on 6/17/15 and advised you, once you have the unit repaired to please send us the invoice and we would place the check in the mail for you of the $300 as a goodwill gesture.Please see our policy below: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.We do apologize for your frustration with this claim; 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:

Choice Home Warranty,Yes, we have 3 a/c units for our home. No, we do not have improper coverage. One new unit was installed last year and still under manufacturer’s warranty therefore we do not need coverage by CHW. This covered claim total is $4113.50. I expected CHW to honor this claim.

Business

Response:

I do apologize CHW has offered you a goodwill gesture to cover this non-covered claim. Your unit had failed due to rust or corrosion, regardless of the 3rd unit and improper coverage, this unit was not covered due to the rust. Please see our policy Section 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.As stated a goodwill offer of $300 has been offered to you, this is the amount that we are willing to pay for assistance to you on a non-covered claim.Thank you,CHW

Review: hello I took out a home warranty ins threw choice home warranty I have never been treated so rudely in my life and have been disconectedd 7 times when asked to speak with a supervisors, one girl stated to help me and I got disconected and so I called back and the 2nd girl was arguing with me over who was the first tech to come out to my house about the a/c so I asked her to please give me to someone else she still argues with me places me on a long long hold and then im disconnected again today I tried calling and same thing when I start to tell them what happen you can tell the guy was sick of hearing what was going on as if im taking up his time I could hear him placing me on mute while I was talking and he would cut back in said he is transferring me to a mang to then get disconnected again the next girl I told her what was going on and told her I was filling with the Revdex.com and she was like ok now all of a sudden they don't have any tech able to come out ot my house but everyone I talk to wants me to pay for it and get reimbursed and that's not gonna happen , 3 week back I reported issues with my a/c I called before noon and didnt hear back form the guy till 11;pm tells me he is out of town so I called the next day and they assign someone else and I never heard back form him what so ever and I finally gave up now all of a sudden they dont have any tech to service my a/c and if you call them and complain you get transferred and disconnected I have never been treated so rudely in my life as I have with this bunch I find it hard to believe all the positive reviews they must have people posting good stuff cause I have tried to post so meting and it still isnt posted yet and I yet to have someone show up to service my a/c going on 3 weeks now and they aren't a bothered that im filling this with tbe Revdex.com. this doesnt make it easy for me I have multiple sclerosis and its hard to type with pain in my hands when this could have been avoided.Desired Settlement: I want a tech to come out and do what they are supposed to do I have paid the monthly fee and and they need to follow threw with out being rude when I took out the ins I wasn't told they didn't have any techs in my areas there is a phone book full of a/c co the problem is they dont pay these guys right and then after work is done they change the price of what they are gonna pay and that's why no tech want to come out or thats what I have been told and the proof shows

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 are very sorry for the experience that you have had. We have updated your account so that your payment has been skipped and your policy is up to date. You were in past due status and we would not have been able to send out a technician if this was the case. We have also had our dispatch team send out a technician that will be contacting you today (October 29, 2015) to schedule an appointment. The service call fee has been waived as well.We do hope that your experience with us is much better and we do hope that your issue gets resolved.Respectfully,CHW

Review: Purchased a home warranty from choice home warranty company. When I filed my claim they sent a technician out. The technician didn't check my air conditioning problem I was having. He got the serial number and model number off of my condensing unit. Went to his truck wrote out a bill took my money and then left. When home or tea company contacted me and told me my claim had been declined. Said that was some lack of maintenance on my unit. Told me to get a second opinion. Got a second opinion and they still denied it. Said it was my fault the compressor went out. Said I did not maintain it. But yet the service man never checked my unit. And everyone that I have talk to says that he did. I was standing in the rain with him when he did not check it. Just want them to do what is right. And honor the warranty that they promised me he would cover my air-conditioning unit.Desired Settlement: Just want it fixed

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, you had provided records of what you had believed were maintenance records. These records were of repairs and they do show that the compressor had failed prior to the start date of the policy. This is a lack of proper maintenance. If a part needs to be replaced on a unit and you do not provide that part for the unit, you are not providing preventive maintenance. The records show that the unit had failures prior to the coverage start date and the technician you had provide us with a diagnosis didn’t say anything different than the one that we had come to your home.We are not able to provide you with a repair due to our policy Section F. Limitations of Liability #12 as well as #1 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.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 are in disagreement with the policy and our terms, we are willing to provide you with a full refund of the amount that you have paid for the policy without any fee’s that normally would be associated with a cancellation. Please contact our office if you would like the full refund and we will provide you with a form to sign.We do understand your frustration and we are very sorry to see you leave us as a customer however; CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

Consumer

Response:

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,

Review: Due to the age of our home (23 years) and at other's recommendations, my wife and I decided to get a home warranty. We decided to go with Choice Home Warranty (CHW) & signed up for their services on 11/17/14.According to their website/advertising-"A home warranty is a service that covers the repair or replacement of many of the most frequently occurring breakdowns of home system components and applicances" & "Home Breakdowns Occur.Protect Yourself by keeping your family, yourself, and your assests safe.Nothing is more important." Then a few nights ago, on 1/25/15,my wife was operating our [redacted]-type tub and our son came upstairs to tell her there was water dripping from our kitchen ceiling. The water ran down & dripped from our track lighting, walls and left several stains on the ceiling. On 1/26/15 we logged in to CHW's site & filed a claim for the leak. The contractor assigned by CHW arrived, assessed the situation & informed us that our [redacted] tub pump wasn't working properly & that caused the leak. The contractor contacted CHW with his assessment & CHW told him they would have to further evaluate & contact us directly. I spoke with CHW on 1-27-15 and they told me they could not cover our claim due to it being a pre-existing condition - which it was not. We have NEVER had this issue before. They continued to tell me that [redacted]-type pumps wear out over a long period of time (don't all systems?) and there "must've" been signs that it was starting to fail. They also told me that they only cover/insure products/systems that are in good working order. Basicially they were insinuating that we purchased the service knowing the pump was not in good working order (i.e. leaking) then waited 2 months and reported a leak. This is offensive and frustrating. After speaking to a customer service rep and a manager, the manager told me there is no way they were going to cover our claim/pump and offered to refund the $ we have paid for their service so far (i.e. $71.66)Desired Settlement: All we want is the service Choice Home Warranty advertises - insurance that if an appliance or system in your home breaks at no fault of yours, they'll fix or replace it. We purchased the "Total Plan" which includes [redacted]-type tubs, so we would like to have the problem with our [redacted] tub fixed - whether that's a new or rebuilt pump. We're not greedy or trying to get away with anything. CHW should be held to the same. Thank you!

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 [redacted]. Upon diagnosis, the service provider stated that your unit’s pump seal is worn out. He stated that this is an overtime failure that could not have developed in the lifetime of the policy. The technician also pointed out that are ceiling stains that show a leak. CHW is not accusing you of knowing there was an issue with your system. However per CHW policy, known or unknown pre-existing issues are not covered.Please see 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.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.We understand if you do not agree with CHW policy and in light of good customer service we offered you a full refund of your policy.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

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 [redacted]. Upon diagnosis, the service provider stated that your unit’s pump seal is worn out. He stated that this is an overtime failure that could not have developed in the lifetime of the policy. The technician also pointed out that are ceiling stains that show a leak. CHW is not accusing you of knowing there was an issue with your system. However per CHW policy, known or unknown pre-existing issues are not covered.Please see 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.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.We understand if you do not agree with CHW policy and in light of good customer service we offered you a full refund of your policy.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

My home heating system was having issues to turn on, stopped working in the cold Tuesday morning. I called Choice Home Warranty and the job was assigned to an authorized CHW service technician within an hour. The problem was solved within a day. I couldn't imagine how hard the life will be without heater in the winter night. Thank God I got the wonderful service from Choice Home Warranty in a timely fashion. I do recommend this company to potential customers.

Review: My washing machine needed repair. I called for service at 8:00am Sunday morning. Despite the fact that the contract claims 7 days a week, 24 hours a day service within 24 to 48 hours of the initial call. I did not receive a call back until Monday. I was told the technician could not come until Wednesday. I called and asked to speak to the supervisor who told me there was nothing he could do about it. I then told him I wanted to cancel my contract, which is paid up until November 15, 2015. He told me I could cancel but he would not refund the remaining months. I told him he was in violation of the contract and that I would report the company to the Revdex.com. His response was unprofessional and arrogant as he told me to "Go right ahead!" My desired outcome is to receive a refund for the remaining months of my contract of which I paid $395.00 for coverage from October 15, 2014 to November 15, 2015.Desired Settlement: I am seeking a refund for the remaining months of my service contract. I asked for a prorated refund and it was denied by the supervisor. I paid this company in full $395.00 for coverage from October 15,2014 to November 15,2015.

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, you stated that CHW did not dispatch a tech for 2 days; our records show that we did in fact dispatch the technician the same day that you had called in the claim. Per our policy, the technician has 24-48 hours to contact you to schedule an appointment. If you do not want to wait for that provider you can hire your own but as per Section C. Service calls, you must have prior authorization for the work that is completed. In this case, we are trying as a goodwill to reach out to the tech to receive diagnoses on your unit and if possible we will refund you at CHW rates.In the future if you would like to use your own technician or think that CHW is taking too long, please ask for our reimbursement option and the customer service will explain to you in detail of what to do and they will send you a form.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. If you would like to cancel your policy, please refer to Section L. Cancellations. You are not entitled to a full refund but we can cancel your policy and provide you with a pro-rated refund. We do apologize for any rude behavior that was given to you.Best regards,CHW

Consumer

Response:

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,

Review: I bought home warranty contracts for my residence and several rental properties through a phone sales pitch. In the pitch, this salesman represented that the warranty would "Repair any appliances that break down, no matter if they were old, and that whatever couldn't be fixed CHW would replace. You won't have to worry about anything." This was a gross misrepresentation. When the refrigerator went out at my rental property, the technician came out and stated that unit was leaking Freon. He informed us that since the system on the fridge was a 'closed system' that CHW would not cover the repair. CHW gave us (8 WEEKS LATER) a 'buy out' check for $200 instead of replacing the unit as promised in their sales pitch. Several weeks later, I ran in to issues with my own refrigerator and a repairman came out and put Freon in the unit. He said that our fridge (only about 6 years old) was a 'closed system' and that CHW didn't cover that repair. I called CHW and spoke at length with several supervisors and even the deceptive salesman who sold me these policies. When I spoke to the salesman, I expressed my displeasure with the misrepresentation I was given in his sales pitch. I reminded him that in his sales pitch to me, he promised to repair or replace appliances and that if I wasn't satisfied with the service, I would be entitled to a full refund of policy premiums. He offered to play a recording of his sales call . I was eager to hear it and so he put me on hold while he searched for it. After waiting for 30 minutes on hold, a different person picked up the call and declared the salesman didn't want to talk to me and refused to play the recording for me. This person refused to give me his full name (just [redacted]) and said nobody in the company wanted to talk to me. I stated my intent to bring this matter to the courts and he told me "Do whatever you want. Nobody here wants to talk to you."Desired Settlement: When I spoke to the company, I requested that they refund me the premiums I paid on all contracts to date. These contract premiums total $1600.00

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. Upon diagnosis the service provider stated that the unit was leaking Freon. Unfortunately, per CHW policy, leaks on refrigerator units are not covered under the policy. Please see section below:3. KITCHEN REFRIGERATORNOTE: Must be located in the kitchen.:EXCLUDED: Racks - Shelves - Lighting and handles - Freon - Ice makers, ice crushers, beverage dispensers and their respective equipment - Water lines and valve to ice maker - Line restrictions – Leaks of any kind - Interior thermal shells - Freezers which are not an integral part of the refrigerator - Wine coolers or mini refrigerators – Food spoilage – Doors - Door seals and gaskets – Hinges – Glass - Audio/Visual equipment and internet connection components.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Choice Home Warranty, not worth a dime. Cancelled with Choice,signed up with different company. Next issue I had New company took care of it no problems. Choice gave me some song and dance about since the appliance in question was an older unit it was pre existing condition,I have my appliances serviced every year, and this was the first major problem. Choice denied my claim.

Review: After repeated requests to have my email deleted from contact/solicitation list and confirmation from the marketing department, that they have deleted my email they continue to solicit and bombard me with advertising. I have spent so much time being polite in my request that now they are just being disrespectful and bullying.

Business

Response:

Thank you for your feedback, I do apologize for any emails or calls that you are receiving. I have requested the IT department take your email out of the system. If you receive anything else that says it is from CHW, please email me directly with the URL, this way I can show our IT department to see if it is in fact CHW. My direct email is [redacted]. You can also BLOCK CHW from your email, this will help to see if it is coming from US or a 3rd party. Again, after today 6/19/15, if you receive anymore please forward them to me and I will have them investigate. Once you have unsubscribed, it should stop.Thank you again and I will have it removed.Respectfully,Tracy

Review: I sent the following email to CHW Choice Home Warranty that describes my complaint:

{I started my service with you on 5/15/14 and since then I filed two claims that both of which were denied. I spent $1195 in repairs $90 of which were to pay for your technician's trip. In the first one I had to replace a water heater that failed through old age common wear and tear that should have been covered under warranty. The second claim however was denied based on your technician's wrong diagnosis. The blower motor on the furnace had failed and needed replacement as per attached invoice.

Based on the above I am totally dissatisfied with your service on the contract and request full reimbursement of the contract annual cost of $470 and the $90 incurred on your technicians trips.}

That was my email to CHW that was never answered. Both claims should have been covered under warranty as they were normal wear and tear of home appliances. The company seems to always find a reason to deny a service claim. They collect the annual contract cost up front and find reasons to deny every claim.Desired Settlement: CHW Choice home warranty should reimburse me the cost of repair/replacement of both the water heater and the Furnace and honor both claims as required. The total incurred by me is $1195.

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 water heater placed on 07/28/14. Upon diagnosis the service provider stated that the unit’s storage tank was leaking. Unfortunately, Per CHW policy, the tank is excluded from the water heater coverage. Please see section below:6. WATER HEATER (Gas and/or Electric)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.Although this claim was not covered under the policy, as a good will gesture $125.00 were authorized to the technician to help with repairs on this claim.We regret your frustration with the outcome in regards to claim 52742564, for your heating system on 11/23/14. Upon diagnosis, the service provider stated that the reason your unit failed was due to a pervious improper repair. We received your invoice and contacted the service provider. The technician stated that there were at least three safety devices that were bypassed. The safety devices were not wired and panels were off on the system. Unfortunately, per CHW policy, failures that are due to pervious improper repairs are not covered.Please see section below: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.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

I was a contractor for CHW for several months . They did NOT pay bills that they set prices for . They would give us authorization for work to be done then after work was done they would change there mind about price. NOT GOOD . I recommend they to NO ONE . BEWARE

I would advice everyone to avoid this company at all cost! They are a rip off! Choice Home Warranty will not cover anything that the promise in the contract. If you have minor things they will take care of it but don't have anything major go wrong they will use their favorite statements: You have not maintained the item with normal services, which is bunch of bull. BE aware do not purchase a warranty with this company or you will be sorry!

Review: This company has been called to my house for 4 different things, they fixed one. Two others they said that they don't cover that specific item, even when the sales personnel stated that they did and their commercial states they provide their customers with what they need to get back on their feet. The last event a plumber came out and did not fix the problem that he was called to fix, he fixed something else and stated he fixed the problem on my form. However, told Choice Home Warranty that the home owner installed somethin incorrectly and therefore voided the contract. I was left with leaky plumbing and Choice did not except back a plumber that lied and falsified documents simply to get paid.

Neither the plumber or Choice would come back and try to fix the problem.Desired Settlement: To have people be aware that Choice Home Warranty is a company that seems to be disrespectful of its customers and allows its contracters to get away with falsifying documents and lying. To let them know that customers can pay more and get better service elsewhere.

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 Plumbing system. The information we received from the service provider stated that your toilet was leaking at the bolts due to improper install. Unfortunately, CHW policy does not cover failures due to improper install. However, if you do not believe the service provider’s diagnosis, you are free to provide CHW with a second opinion. Once we receive your second opinion diagnosis, we will gladly review the claim.Please see below:LIMITATIONS OF LIABILITY11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Consumer

Response:

I am rejecting this response because:If you would send a second plumber out without me having to pay other claim fee I would be glad to allow that, but you won't do that. I have to pay another claim fee. All you will do, based on your past record of work is stand behind a falsified document. What the plumber turned into you and what he left for me is an order form were two different things. When confronted you sited with a plumber that lied about his report to you. And then you sited the contract that only applies to the original equipment or a motorized piece of equipment.The bottom line is that Choice Home Warranty is a company that has little integrity and does not support the "paying" customers and gets away with shotty at best work. I will be changing back to my origianl home warranty company at the beginning of the year. I do not care if I pay more for a service call, they at least treated the customer with honor and integrity.All I want is for this to be on Choice Home Warranty business report because they are a poorly run company.I do not want to receive any more transactions from you unless you are going to refund my service fee.

Business

Response:

We apologize for the frustration this claim has caused you. The information that you provided to CHW by the service provider stated there was no leak other than the bolts leaking due to improper installation. Unfortunately, CHW does not cover failures that are caused by improper installation. CHW advised that if you do not believe this diagnosis you can have a second opinion and send us that information for further review.The details of your situation are not representative of the normal CHW customer experience. Please accept our apology for any trouble or inconvenience this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.Best regards,CHW

Review: On 6th of December 2014 at around 8:45 am, I [redacted] suddenly observed that the heating system stop working. I just thought it was regulating itself. But the house temperature becoming dropping and we started feeling cold. I immediately contacted choice home warranty and I was given a claim number #[redacted].The technician did not come until Monday 8th of December 2014 around 3:10 pm this technician left without checking anytime complained that He has a hip problem and cannot get to the crawl place where the heating system was located. On the same day another Technician was assigned to come but he did not show up until the following day 9th of December 2014 at around 12 PM, This technician also refused to go the crawl place to check the heating system. At this time we called choice home warranty claim department and complained of bitter cold we were experiencing in the house with my three kids and my wife, at last they assigned the third technician to schedule against December 10, 2014. This technician came around 9 am , he checked the heating system and came out with a broken heat pump circuit board made by[redacted]. After a while my wife and I made several calls to choice home warranty in order to check the status of our claim , At this time around the claim department denied our claim by saying that due to what the technician sent to them the damage was due to water damage! I talked to their claim department supervisor they promised to get back to me . At approximately 12 pm I made another call to the same claim department they still left the claim denied! According to their policy coverage it was stated there that both ELECTRICAL SYSTEM, WATER SYSTEM AND HEATING SYSTEM have a TOTAL CORVERAGE PLAN. However, Technician [redacted] sent an e-mail to the claim department advising them as the[redacted] called [redacted] of [redacted]. to fix this problem for me for the safety of my entire family protection. which cost me $5,500 .Desired Settlement: I now decided to go ahead a hire a [redacted] called [redacted]. to fix this problem for me for the safety of my entire family protection. This broken heat pump circuit board could not be found anywhere after contacting many distributor dealers that carried the product, I and the technician [redacted] travel all the way to Virginia at one of the [redacted] product distributor all efforts to get this circuit board proved abortive we finally end up changing the entire heating and cooling system which cost me $5,500 . All these was bought and fixed in an emergency manner on 10th of December evening through 11th of December 2014 at around 6am all the job was completed and heat is working for my family. Finaly, I attached a copy of my policy and the coverage, pictures of the damaged circuit board, copy of e-mail massage from Choice home warranty Technician to claim department saying that the damage was not due to water, picture of old entire

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 Heating system. Upon diagnosis the technician stated that your unit’s circuit board and wires have failed due to water and fire damage. Unfortunately, per CHW policy, failure that are due to water and/or fire damage are not covered under the policy.Please see section below:F. LIMIATIONS OF LIABILITY8. 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.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 took a home warranty with this company on the promise my appliances will be repaired or replaced in case of appliances break down. My A.C. unit broke down. This company refusing to replace it on the assumption that the unit hasn't been maintained even though I have a letter from the tech. company, which maintains my units every year, saying it has been maintained and I have few receipts to show for it.Desired Settlement: This company must do what it promised and replace my A.C. unit.

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 Air Conditioning System, the technician did not state that the unit was maintained poorly, he did say that it was fairly dirty but the issue was not maintenance, the failure was a result of the compressor blowing up, oil leaking and that the wires were fried. This can be due to a power surge or a lightning strike. F. LIMITATIONS OF LIABILITY8. 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.We also informed you that per our policy, we only provide coverage for 2 units unless extra coverage is added to the policy upon signing up for renewal. Please see Section 4. AIR CONDITIONING/COOLER under Excluded states “No more than two systems covered unless purchased separately at time of enrollment.”We do apologize for any frustration that you have experienced with this claim, Unfortenelty CHW is not able to cover this claim due to the exclusions to the policy.Thank you,CHW

Consumer

Response:

I am rejecting this response because: You stating things like they're facts. They are not. I submitted receipts and also a letter from my servicing company that my machines are maintained when Ms. [redacted] accused of me not maintaining my a.c.units. Retrieve my voice conversations with your agents and let me know when I was informed that I need to take additional insurance if I have more than two systems. Is your sales rep. who informed at the time of signing? Is it Ms. [redacted]? Is it two reps. I spoke to regarding my claim? First time I submitted the claim I received an email and a call from you to call a toll free number. When I called I was told that my claim is denied, because I didn't maintain the system. I asked your customer service rep. to escalate my call. I was connected to Ms. [redacted]. Ms. [redacted] told me that my system is not maintained. Wen I asked her how she came to that conclusion she said I quote "By looking at the pictures. Pictures speak thousand words my friend". She said her decision is the final decision and there is nobody higher than her when I asked her to escalate further. She told me to submit receipts when I told her I have proof that I paid a service company to service my systems every year.I submitted the receipts along with a letter from my servicing company. Again I received an email and a call from your company to call a toll free number. This time I was told that my claim is rejected, because my servicing company did a poor job. I asked your rep. to send me the rejection in writing either through an email or through regular mail. Your rep. said she is putting a request, but so far I have not received it.

Now you're blaming the system failure either on a power surge or a lighting. So far you came up three excuses not to honor your commitment. You blamed everybody and anybody you can think of.I noticed in your response expenses are not covered due to acts of god. What are the acts of god? Who in your company spoke to the god? I am positive you don't ask people whether they're believers or non believers when you sign us up. You didn't ask me.

Regards,

Business

Response:

You had advised us that the unit was struck by lighting and we advised you that the unit was not maintained properly. Both of these are not covered claims, an Act of God would be something that happens suck as lighting striking the unit, not something that anyone had any control over but something that happened to the unit. We do not cover power surges to the unit as well, this is a claim that shows that the unit was not maintained properly. You provided repair records to us showing that you added Freon to the unit for both invoices. This is not proper maintenance, if a unit is low on Freon, you would have to find out why and not just add Freon. The invoices date back to before you had the policy with us showing us that this was an ongoing issue and that the unit did not come into the policy in proper working order. Please see Section A. Coverage #3.Since we are not able to cover the cost of your claim due to the policy's guidelines we would like to offer you a goodwill gesture of an extra month of coverage at no cost. Your current plan expires 5/11/16 and at no charge we would be happy to move the date for you to 6/11/16. We regret your frustration and do value you as a customer and would like to make this offer to you. If you would like to accept this offer, please contact us and advise of the policy number for this offer: [redacted] and we will add the free month to your coverage.Respectfully,CHW

Review: My heat unit has broken. I opened a claim with them for fixing the heat pump unit outside. They sent contractors to my house and first thing the contractors told me that they have to do the leak test before they can look at my issue with a cost of $150 and the choice won't pay for the test. I have no choice to let them do the test. After the contractor report to choice home warranty that my compressor unit is broken, choice home declined my claim without fixing the unit. My house is running with emergency heat and I think this issue is result of bad business.Desired Settlement: Repair the unit

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 explained to us that the unit had a bad compressor that burned out. This is condidered to be a lack of proper routine maintenance. It was also explained to us that the system needed to be upgraded to the newer units that are using a different type of Freon, per our policy Section F. Limitations of Liability #9 states that CHW is not responsible for upgrades as well as Section F. #12 that states we are not responsible for failure that are a result of a lack of proper routine maintenance per the manufactures specifications. The technician advised that the filters were partially clogged and the unit was only about 11 years of age.We had explained to you that the unit would not be covered and explained that the failures were due to a lack of proper routine maintenance. We do not see anything about a leak test that was asked to be done and we do not see that the failure is with the heat pump. The failure with this unit is the compressor and that it was durned up with an internal failure.We do regret the frustration that you have experienced with this claim however we do look forward to assisting you with future claims.Sincerely,CHW

Review: Choice warranty failed to honor their warranty to cover repair of a leaking coil on our AC unit citing that the 22 year old unit failed prematurely and that it should last "on average 30 years". Prior to telling me that they made me pay a 150 dollar leak detection charge before they could tell me if the unit was under warranty.Desired Settlement: I would like a refund of 150 dollars.

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 started with CHW on 03/19/15 and placed a claim with us on 5/22/15; 2 months after your policy started. The technician stated that the unit was low on Freon and he thought it might be leaking from where it was rusted or corroded. He did require doing a leak test to make certain that this was the case. Our policy does state that we do not cover leak tests. Please see section D. COVERAGE 4. AIR CONDITIONING/COOLER 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.Our policy also states that we do not cover any unit that comes into the policy that are not in good working condition, if it is known or unknown. Maintenance should also be completed per our policy as the manufactures requirements.Please see Sections below: This money does not go to CHW but to the provider that did the actual test and if the claim was approved or not, it would have to have been paid by you.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.4. We are not responsible for the repair of any cosmetic defects or performance of routine maintenance.12. We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.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: why should have had to pay for a leak detection if the claim was going to be denied anyway. After the leak was detected I was told the it was not covered because it was the fact that the unit was pre mature wear. They said the coils should "on average" last around 30 years. My unit was 22 years old. If they would have told me that first off, I would not have paid the $150 for the leak detection to begin with. All they had to say was your unit was not 30 years old or older so there would be a good chance Choice would not cover the leak. Choice made me feel that if they could locate the leak then they would warranty the repair. Explain to me under my circustance what kind of leak would have been covered if it was not the coil. By the way, our AC units have been serviced regularly every year so there was no neglect with the equipment on or end.

Business

Response:

A leak test is requested to find out the cause of the failure of the unit. We did not know why the unit was running low on Freon and what the actual issue was. A leak test is the only way that we can be certain of the failure.CHW

Review: I recently had my heating system in need of repair. I needed the thermostat, ignition, and gas valve replaced. I only had the thermostat and ignition repaired because that's all I was getting covered from the insurance company. According to the contract, I am to have any repairs made. Instead Choice says that one part breakdown had nothing to do with the other so they wouldn't take care of the complete claim. So they only covered the ignition and thermostat and not the gas valve.

Then due to my cold home, I had frozen pipes which caused various leaks. I have no running water. So I needed all those repairs fixed. they only covered one leak. I need all my leaks fixed.Desired Settlement: I want to have my repairs compensated for the issues they said that a warranty is to do for a home. I was inconvenienced by having no water in my home running.

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, we do see that the failure for the plumbing was not covered under our policy since we do not cover frozen pipes for any reasons as stated in the policy.Also, we did approve part of your claim for the heating system but we do not cover valves, as stated in Section D. Coverage #5.CHW has done exactly what we state we do in our policy, please note that we are not insurance and we do state this in our policy in Section A. Coverage.CHW is in full compliance with our terms and conditions of our policy, we urge customers to read the policy within the 30 days that you have prior to the policy’s start date. This time is provided for you to review the policy as well as cancel if you do not feel that this policy is something that you do not want. Lastly, these 30 days is the only time that you can cancel for a full refund as stated in section B Coverage Period. We regret your frustration and do wish you the best.Sincerely,CHW

This home warranty company uses false advertising and deceptive business practices to avoid paying claims to customers. They also employ aggressive sales tactics and will spam your email inbox with ads for coverage even as an existing customer. Avoid doing business with them.
The claim I put in on a leaking water heater was denied. The company claims that it is not covered, even though it is specifically advertised that it is covered as a home appliance in their brochures and on their website. The explanation given was that the warranty only covers mechanical parts, and the water tank is not a mechanical part. I find this technicality to be dishonest and falsely advertised. It is a transparent tactic to avoid compensating a valid claim under their policy.
The product that they advertise does not actually cover basic home repairs, and is therefore useless. I cancelled my policy for a partial return (pro-rated for several months and minus a cancellation fee). My experience with this company cost me over 200 dollars, of which I saw absolutely no benefit. I wasted time, energy and money.