Choice Home Warranty

Review: I purchased a home warranty and my Heater when out. Choice Home Warranty contacted a tech to look at the unit. He said the unit was broken and needed to be repaired/replaced. The tech said the unit was kept in good working order and there should be no issues with the claim. Choice Home Warranty denied the claim and said the unit showed signs of neglect and rust. This unit is 38 years old and has been maintained. The Tech took pictures that he sent in to Choice that shows discoloration(Due to heat and cold that a furnace goes through and is normal) but they still denied the claim. Major appliances such as a furnace is the reason people buy a home warranty as to have peace of mind in case in breaks. In this case, they denied it over false reasons. I tried to discuss this with them and they said they would return my payment IF I didn't pursue this with the Revdex.com or a lawyer. When I said that I was still going to file a Revdex.com claim, they then said they would cancel my policy and send me a pro-rated amount. I feel this is a pretty shady way to conduct a home warranty business. If a item costs more than the premium, they will deny the claim and then cancel your policy if you disagree with their policies.Desired Settlement: The unit repaired or replaced as what was promised to me when I purchased this home warranty. Since it is winter time in IL, I will have to contract and replace the unit quickly if I do not get this resolved as soon as possible. In that case, I would like to be re-imbursed for the money I spent.

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, I do see that it was not covered due to the failures being rust and corrosion. The technician stated that the heat exchanger cracked due to the rust. Per our policy Section F. Limitations of Liability #1 states that CHW does not cover failures due to rust or corrosion.I also see that we did offer to provide you with a full refund of this policy regardless that it has been past the 30 days grace period. We do not see that your policy is cancelled however the full refund was offered to you as a goodwill gesture and since you stated that you do not want the refund, we have removed the offer for you.We look forward to assisting you with claims that are covered in the future.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:I was standing right next to the Technician when he was looking at the furnace and he told me it was in great shape for the age of the furnace and there was no rust, only discoloration. He also said there should be no issue getting the furnace replaced under warranty by Choice Home Warranty. After the claim was denied, I called the Technician and he said he didn't understand why it was not covered as he has seen others in a lot worse shape than mine that was covered. The pictures that were supplied to Choice Home Warranty do show discoloration, but no rust. What does Choice feel a 30 plus years old furnace should look like? I also had another furnace contractor come out and replace the furnace as it is winter in IL and I can not go with out heat. He also stated the furnace was in remarkable shape for its age, and failure of the furnace had nothing to do with maintainence, but rather the age of the materials. I am not sure who at Choice Home Warranty looked at the photos, but they mistook discoloration for rust in error. I do not accept this denial of coverage because of something your technician saw in a photo when I had two separate heating contractors tell me the furnace was not rusty and was a normal failure for the age of the furnace. If the first Technician sent you a email or something of that nature stating the furnace has rust, please disclose that as it is contrary to what he told me on the day of inspection as well as what he told me the second day when I spoke to him on the phone [redacted]

Business

Response:

[redacted],Per our policy, we do not cover the discoloration that is called corrosion. The failure was a cracked heat exchanger that takes time to get to the point that it will crack, you are supposed to come into the policy with all units in proper working order. The rust on the unit was there but majority of the issue from the diagnosis we were provided was the unit was dirty, rusted and corroded. We understand you did not want to accept a full refund of the policy, unfortunately there would be nothing more that we could do.Thank you,CHW

Choice Home Warranty is the worst warranty business. I was lied to over the phone about Water Heaters coverage. They would not cover mine because it does not have mechanical parts in the main tank (even though it does(roto swirl)). They were very rude and argumentative. If you want to throw your money away then go with Choice Warranty.

I recently purchased a Choice Home Warranty switching from American Home Shield because of price. What a mistake, these people won't approve any major repair and I cancelled the warranty today. Even though the warranty didn't begin until April 4, they prorated the refund based on the purchase date in early March. These people have 100 reasons to not authorize repairs. My technician says they lied about his comments for the repair request. DO NOT BUY THEIR WARRANTY! This is a scam.

I was shopping for a Home Warranty. I filled out online form and called the number. The first salesman I talked to hung up on me (mid sentence) after he found out that I would need coverage in less than 30 days so I couldn't go with that company. I didn't get his name. I called back, spoke with another guy who transferred me to another salesperson. She was nice and got me to a manager, Sara Ramos, who took my number, told me that I could get coverage by my close date and promised that they would be held accountable. I thanked her but said I would be going with a different company.

I am suing this company for deceptive practices. They sell you discounted plans and are impossible to get in touch with, their vendors don't call to set up service and when they finally show, t hey deny claim for reasons that conflict with their sales pitch. They are rude, lack sense of urgency and downright lie. DO NOT BUY A PLAN FROM THEM

Please be careful! It's a scam. The company has refused to fix/replace our appliance with no explanation. And they will sell your email address to every marketing company.

CHOICE is the WORST HOME WARRANTY COMPANY I have ever worked with if anyone is thinking of using them DON'T as when you need a repair they will not repair your appliance and tell you they will only pay you out. It will be peanuts to what you will need to replace a new one for, the rudeness from there reps is unbelievable THE WORST COMPANY EVER.!!!!!!

O and they carry a C with the Revdex.com go figure don't make the same MISTAKE I did !!!! CHOICE HOME WARRANTY IS THE WORST...!!!

I had an air-condition problem, the compressor mounds needed to be replaced. They rejected my claim although I have the full coverage plan (Total plan). They said the reason of rejection is because those mounds don't go bad in few weeks, but few months!!!

I had my coverage for 3 years continuously! how come it is not covered?

I argued with them until they agreed to fix it... but it was very frustrating.

Review: Aug 20, 2013 Refrigerator is warm, call CHW. CHW will send a technician to investigate.

Aug 22 CHW claims they have no technicians in our area and we should get our own technician

Aug 23 Mr. [redacted], our technician, comes to house and determines we need 1 HEATER BRKT(S) and 1 thermostat.

Aug 30 Mr. [redacted] installs parts

Sep 6 Same problem. Again frost in freezer preventing cold air from cooling fridge. Call CHW who says they will send a technician. Once again, it will be a week before a CHW technician can come out so we’re advised to use our own technician

Sep 9 Mr. [redacted] comes and says the problem is the main board, main board-wr[redacted]. I call CHW and discuss with one of your technicians who authorizes the parts and labor for ~ $270. I am reimbursed $228 to cover cost of the board and labor.

Sep 30 Mr. [redacted] puts in main board. Doesn’t run the compressor. Thinks it may be a defective board.

Oct 14 I called CHW and explained that we still didn’t have a working fridge. I was given a new claim number and told that the technician I had found was responsible to fix the fridge.

Oct 16 Mr. [redacted] puts in new main board. Still doesn’t run compressor. Call CHW and explain to tech. He offers me $300 to buy a new refrigerator. I refuse so he says he will send out a tech to evaluate whether it can be fixed.

Oct 18 I call CHW to see where the tech is and am told that you will send one ASAP.

Oct 21 I call CHW and AGAIN ask when your tech is coming out. You offer me $250 to pay for the repair which I accept.

Nov 21, 2013 -- I email CHW and ask where my $250 to cover cost of repairs -- no response.

Dec 21, 2013 -- I again email and state that if I don't hear anything by end of 2013, I will file a complaint.Desired Settlement: I would like the $250 that was promised to me on Oct 21, 2013.

Business

Response:

Dear Mr. [redacted],

Upon review of your claim, I do see that CHW has sent you a check in the amount of $228.00, you cashed the check and it did in fact clear. This information was also given to you via email on 12/28/13 from CHW. There are no other checks that are owed to you for your policy.

Best regards,

CHW Quality Control Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As I explained in the context of my letter, that payment was for the parts and service that I paid to the technician who came to the house. It did not fix the refrigerator. When I explained that to the Choice Customer Service person, they said that they would provide only the amount that they felt necessary to fix the refrigerator -- $228. I bought a new refrigerator based on the fact that the technician could not fix it. I was told by Choice on 10/21 that I would receive an additional $228.

Regards,

Business

Response:

Mr. [redacted],

I do see that there are two checks that were supposed to be released for you. I am looking into the second one for you. Thank you for bringing this to my attention.

Best regards,

CHW Quality Control Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I had 3 service calls. Service was slow and the third call was the worst. We waited a week for the part, and had to call and plead to managers and supervisors to give a simple number to the repair man to install the part in my refrigerator. I waited the week for the part, and was told that it could not be installed for another 3- to 4 days. I lost time at work due to this company's negligence. We had the part installed about 3 hours later after, complaining to mangers and supervisors. My Husband and I both complained, and I had to rush and speed across town to get home to meet repairman. I believe the miscommunication between repair man and Choice Home Warranty caused turmoil for my husband(who was out of town) and myself. I am dissatisfied with their service, and I do not want this to happen to anyone else. This was very stressful for both if us. The part for the refrigerator was cheaper that what was actually originally requested by the repairman. The company took a gamble at our expense. the refrigerator could have broken down at anytime.Desired Settlement: I am requesting an adjustment to monthly bill or credit for no charges on the next service (fee). I would also like a written apology for the service problems.

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 if you had experienced any frustration with your claims and we have added one free service call fee to your policy for you.We do hope that you have a much better experience in your future claims.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 am a customer of Choice Home Warranty. Recently I filed a claim to have my defective stove top repaired. That Home Warranty Claim Number is [redacted].

Choice Home Warranty sent a local repairman to affect repairs. I paid that repairman $45.00 which is all I should have paid to either have the stove top repaired or replaced as advertised. Choice Home Warranty would pay anything additional.

Sometime later, I was informed that the stove top could not be repaired. I was informed to call a phone number.

When I called that number I was informed that the replacement part for my Amana stove top is no longer available. I was further informed that in compliance with section F.9 of the Home Warranty Contract that I was being offered $162.00 which is claimed to be the average cost between parts and labor of the covered repair.

Nothing was provided to substantiate the claim that the amount of $162.00 is indeed the average cost between parts and labor of the covered repair.

It is to be noted that I paid the service technician $45.00 to come to the house and inspect the stove top. As such, at the very least, this “partial repair cost” should be added to the $162.00 amount which would come to $207.00.

As it is now, I am being offered $117 to replace my Amana stove top.

Item 4 of my Home Warranty Contract, on page 3 states: "4. Have Your Covered Item Repaired or Replaced - Our service technician will diagnose the claim and contact us with the details so we can determine coverage eligibility and the best course of action - repair, replacement, or possibly a claim buyout..."

After several attempts to initiate contact with Choice Home Warranty, my recent attempts have failed. A representative, Ms. Tracy [redacted] emailed me to say I would be contacted. No one has contacted me.

Her email address is: [redacted]

I purchased a new stove top for $808.81Desired Settlement: I wish to have an agent contact me to make a legitimate settlement offer. Absent that, I wish to go to mediation and if that fails, arbitration in compliance with the Choice Home Warranty contract.

Business

Response:

[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, I do see that we had resolved this

issue with you and have provided you with a buyout in the amount that you had

agreed to of $300.00. We do apologize

for any frustration with this claim and do value you as a customer. Your check was authorized on 10/16/15 and does take 30

business days to process.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.

Review: I purchased a home warranty for my condo 1 year after my wife and I had purchased it. It is 18 years old and we decided to purchase the product to prevent us from having to pay for any major repairs sine this is a second home. Approximately 6 weeks after buying the contract my daughter and son-in-law went to the condo for a few day. They called and said the air conditioning didn't seem to be working. My wife and I were there is July and it was working fine. We went down to next week, Nov 4th 2015 and it was not cooling. I called Home Choice Warranty and filed a claim. They scheduled a technician to come out and inspect the unit. The tech verified the unit was not working and we would need to replace it. He stated there was a hole in it and it was losing Freon. He said the unit was the original and he wouldn't even be able to get the replacement part even it was worth fixing. We received a quote of $3,565.00. We had the unit replaced on Friday Nov 6th. The following Tuesday Nov 9th we receiveda call stating that our claim had been denied. They said the problem was a pre-existing condition. I stated that nowhere does it mention pre existing condition nor that they would not be covered. In fact the contract and radio commercial said that there was no limit on the age of the house. After arguing for a while, they said they would give me a $250.00 good faith offer. Initially, I accepted but after further consideration I called Home Choice Warrant back and said that was unacceptable. They said that would be all they would be willing to do. At that point I decided to cancel my contract.Desired Settlement: I want Home Choice Warranty to reimburse me the $3,565 the AC system cost me.

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 policy that began on 10/18/15, we do see that you placed a claim on 11/2/15 for your Air Conditioning System. The technician advised us that the unit had a large hole in the coil and that this issue could not have happened within the time period that you had your policy. Per our policy Section A. Coverage #3 states that all units must come into the policy in proper working order. It also states in Section F. Limitations of Liability #1 that we do not cover issue of pre-existing to the policy start date. CHW did try to assist you with a goodwill gesture of $250 towards a new unit but you chose to cancel your policy with us. Since your policy has been cancelled and you did receive your refund, we are not able to assist you any further.We also regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.Best regards,CHW

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. If feel that they are very deceptive in their advertising and do not do as promised. If you review all the complaints you can see that I am not the only one to have a similar complaint. Since I am not sure what other avenues I have and I am not satisfied with their response but will not pursue my complaint any further.Regards, [redacted]

Review: Dear Revdex.com, in March of 2015 I've started a claim for my refrigerator with CHOICE HOME WARRANTY (CHW). I have a Samsung model RM255LASH fridge with the left bottom freezer not cooling. It's a four door fridge. It took 2 different technicians from CHW 3 months to diagnose and order the part for replacement. This was in June of 2015. A week later the problem returned plus the right front refrigerator not cooling. So now I have 2 sections that aren't working. I called CHW again, but their technicians never came back to fix the problem. It was dragging until August when Aaron [redacted], Director of Sales and Retention from CHW offered me a new fridge for my troubles. He offered a fridge that's not compatible with my Samsung four door. So I told him what I want and requested that he bought me that one and I'll pay for the difference. He told me to go ahead and buy it then send him the receipt for reimbursement. I did just that, and emailed him the receipt on August 24th 2015. I followed up a week later August 31st, and he told me 30 days to receive my reimbursement. 30 days passed and nothing, so I checked with him again. He said 30 days again. 50 days later still nothing, when I asked he said he'll check. And now it's 2 months, still nothing. I tried emailing Tracy M from CHW on Revdex.com website, no reply. What kind of home warranty company does this to its client. I've waited long enough. It's been 7 months since March and 2 months since August. Please do something to protect the consumers from scam companies like CHW. Thank you.Desired Settlement: Dear Revdex.com, I'd like to get reimbursement for the fridge that I bought as soon as possible. Thank you.

Business

Response:

we see that you had spoken to one of our Managers Aaron and he had approved a check in the amount of $500 for you with this unit. Please contact him if you have any issues with this as he will be happy to resolve them with you. Regards,CHW

Consumer

Response:

Dear, Revdex.com, I'm tired of waiting so I'll accept $500. But if you can ask CHW or Mr. Aaron how come $700 in July 2015 become $500 now.

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

Consumer

Response:

Dear [redacted], as of yesterday 11/30/15 I still haven't received anything from CHW. What would you like me to do? Continue to wait? Personally I don't think CHW will honor it.

Consumer

Response:

the check finally came today. Thanks for your help.

Review: On 5/3/13 I entered into a new contract with Choice Home Warranty (CHW) for repair coverage of home appliances and systems. In July my central air stopped working. CHW sent [redacted], who added freon revealing to me (and CHW) there was a crack/leak that needed repair or the problem would return soon. On 8/25, AC stopped working again. [redacted] returned and after inspection was told by CHW to deny service. After 2 hours I called I called CHW and was told: "a leak in your condenser coil didn't happened overnight. this has been coming for a long time, therefore we do not cover pre-existing conditions." My A/C had been working fine for months of this year after since another company's repair on 8/16/12 (replaced thermister and capacitor). No more A/C problems for one year until 8/13 when [redacted] was called. I am a 66-y/o vet with emphysema and COPD on oxygen 24/7. With temps nearing 100 and high humidity I am suffering. I need this fix and on SSI, replied on CHW for protection.Desired Settlement: Repair of A/C 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 http://www.choicehomewarranty.com/user_agreement.php .

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

7/16/2013, Claim # [redacted], Air Conditioning, $118.50

We regret your frustration with the outcome in regard to claim # [redacted] for the non-functioning air conditioning unit. However, upon review this

is a non-covered item as described in Section F. 1. of the Terms of Agreement

F. 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 8/29/2013, at which time we offered to waive the Service Charge Fee on your next service

call. We will continue to honor this discount and remain dedicated to delivering on your satisfaction.

Upon further review of the the details surrounding this issue, our claim decision stands. Choice Home Warranty authorized a courtesy recharge of the freon in the air

conditioning unit in July 2013, due to it being several pounds under the manufacturer’s specification. Within several weeks, the

freon level had dropped again, indicating a leak within the system, which was determined to be in the condenser coil. Our in-house technicians determined

that the condenser coil could not have entered the service agreement in good standing due to the low level of freon in the

unit upon initial seasonal usage and the subsequent expulsion of freon soon after the recharge.

The details of your situation are not representative of the normal Choice Home Warranty customer experience. Please accept our apology for any trouble or inconvenience

this has caused. We appreciate the feedback as it gives us the opportunity to improve our services.

Sincerely,

Choice Home Warranty

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

After checking with an A/C professional previously in my home, I was assured that there is no way anyone can assuredly say a coil leak is from a previous condition and NOT a new occurrence. Also, I have seen an ever growing number of similar complaints against CHW, indicating this is their m.o.,"take your money and run".

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.

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.

Sincerely,

Choice Home Warranty

Review: I signed a multi-year contract with CHW paying upfront $1800.

For almost a year I didnt need their service, until this summer in mid-August, my AC went down in dead heat. Thats when I called CHW and asked for fixing it.

They send an AC engineer, who looked at it, and said it has Evaporation Coil issue and that it is not covered by CHW. But if I like he can fix it for $2000.

I said NO to him and called CHW. In the beginning CHW said they cant and wont fix it because it was reported as a maintenance issue. Then I asked them to send me in

writing what their AC guy has found so I can go and shop in the open market and find whats the real cost to fix it. CHW refused to give me any report in writing, the lady

representative even told me that its not CHW policy to give anything in writing. But when I pressed, I was transferred to a Supervisor. The Supervisor sounded surprised & shocked, he told me he will FIRE this AC company, and asked me to get an independent AC service company. He said he will reimburse for the service. I got AC company who cleaned up the condensed line, AC started working, and CHW repaid $149.

Then, a month later, AC broke again. I called CHW, they told me to call same Company that fixed it last time. So, I called them, they found a leak and said this AC needs Puron. I called CHW to tell them what is the problem. The CHW Rep told me that since my warranty covers leaks and Gas, so get it repaired, CHW will re-imburse it.

This service on 09/18/13 costed me $619.0 , I sent the claim to CHW. They denied the claim saying that I didnt ask them before the service.

My AC went down again, called CHW, they said they will send the guy (the same who was to be FIRED). But they never did despite calling several times,

I called and emailed CHW on 9/27, 9/28,9/30,10/12,10/15. I was told previous Supervior has quit to they cant do anything he promised and that my AC wont be fixed, no FULL refunds, and nothing in writing. This company is cheating people.Desired Settlement: I want CHW to refund my full amount $1799.99 and also $619 for the service that they promised but didnt do.

I spent so much time over the phone, on emails.

My kids had to spend days in Texas heat for days due to their indifference.

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 account it appears that we have reimbursed you for the following claim out of good faith because it was not covered: Claim # 50795517

We understand your frustration with the outcome in regard to claim #[redacted], for the Air Conditioning Unit; However, upon review this is a non-covered item as described in Section D #4

D. COVERAGE (COVERAGE DEPENDANT ON PLAN)4. AIR CONDITIONING/COOLER

NOTE: Not exceeding 5 (five) ton capacity and designed for residential use.

INCLUDED: Ducted electric central air conditioning, ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when We are unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except:

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.

In your claim your tech added 9 pounds of Freon and it showed a leak. As stated above, we do not cover leakage, due to lack of maintenance.

We understand your frustration and very sorry that we cannot cover this claim. Please accept our apology for any trouble or inconvenience this has caused.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response for many reasons said in the CHW email...

First, the refund for $149 was made not due to good faith but for covering up unethical and shady practice by CHW.

CHW AC person came and said CHW wont reimburse for my AC repair, but he can fix it for $2000.

CHW and AC company are hand in glove, when I asked CHW to give me AC fault report in writing or I will complain to Revdex.com,

their supervisor said he will FIRE this AC guy/company and asked me to get a third company fix my AC, and that he will reimburse.

Next time, after a month, when AC broke down again. I called CHW to get it fixed. They told me to get the same AC guy who fixed it last time.

CHW repeatedly told me that leakage and Puron is covered. Even before the repair, CHW guy told me to go ahead and get it done, and that my PLAN covers it all.

CHW representatives and Supervisors never sent me any letter in writing about whats happening, no emails, no letters whatsoever. I was told CHW doesnt have a policy to give anything in writing. Your representative even threatened me to find home warranty elsewhere if I am not satisfied.

My house is comparatively newer with no known problems, and yet I signed up for 5 year to get a peace of mind. I even referred it to so many folks in my team and friends, and some of them have already bought it. With this experience, I am not sure how will I refer CHW in future.

Business

Response:

I can assure you that the service providers do not work hand in hand with CHW. We look in the area that our customers live and try to find a reputable tech to service that customer. I do see in your account that the $149 was a reimbursement for work prior done for your home. I also can see that in our User Agreement that we clearly state that we do not cover leaks. (Section D. #4). Your account was not notated from anyone that there was prior authorization, therefore we cannot pay you the amount of $619.00. I am sorry for the aggravation and you can reference our user agreement on our website at http://www.choicehomewarranty.com/user_agreement.php.

Thank you,

CHW

Review: The home warranty I purchased also includes limited roof leaks. Choice claims that the leak the repair company assigned to this case # [redacted] found is not covered. However according to the contract excluded is the downspout flashing. This is NOT the problem. Our problem seems to be the wall flashing which is NOT excluded from the contract. I entered the above on their web site under claims history on 10/15. Haven't heard from then since then. Choice apparently is just ignoring this issue, however I have paid my copay of $60 to the assigned repair company One Hour Repair.Desired Settlement: Choice to advise the repair company to finish the job, fix the leak and pay for the repair as contractually obligated.

Thanks very much

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 takeall 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 understand your frustration with the outcome in regard to claim # [redacted].However, upon review this is a non-covered item as described in Section E #6 of the Term of Agreement:

E. OPTIONAL COVERAGE (Requires Additional Payment)

6. LIMITED ROOF LEAK (Single Family Homes Only)

INCLUDED: Repair of shake, shingle, and composition roof leaks over the occupied living area.

EXCLUDED: Porches - Patios – Cracked and/or missing material - Foam roofs - Tar and gravel or metal roof - Cemwood shakes - Masonite shingles - Flat or built-up roof - Structural leaks adjacent to or caused by appendages of any kind – Downspouts Flashing – Gutters – Skylights – Decks - Patio covers - Solar equipment - Roof jacks – Antennae - Satellite components – Chimneys – Partial roof replacement - Preventative maintenance.

NOTE: If roof must be partially or completely replaced to effect repair, this coverage does not apply.

Downspout Flashing is still considered a Flashing and will not be covered under your coverage.

Please accept our apology for any trouble or inconvenience this has caused.

Best regards,

CHW

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The issue we are having has nothing to do with the downspout and as they correctly state in their T&Cs downspout is excluded. They do not exclude all kinds of flashing they explicitly state downspout.

Please reconsider since we are most likely talking about a maybe 200 dollar repair. So the roof coverage seem to me a bit funky since apparently nothing is really covered

Thanks

Regards,

Business

Response:

Dear [redacted]:

We at CHW do value you as a customer and as a good faith offer we are willing to split the difference with you and grant you a check in the amount of $100. As you said that the cost would be $200. We hope that this will help in resolving the problem and look forward to helping you in your future claims.

Best regards,

CHW

Review: Every single claim is denied by this business. I purchased an extra policy add-on for roof leak and when I did experience a roof leak the company did not honor it. I was told they do not cover my type of roof; however, they never asked me what type of roof I had during the sales process. I made additional claims and every single one was denied for a variety of reasons that seemed highly inconsistent, illogical, and downright negligent. This is the worst company I have ever dealt with. Every single interaction with them was a complete disappointment. I have a firm belief that this business is an elaborate scam.Desired Settlement: I would expect a full refund.

Business

Response:

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at [redacted] . We regret your frustration with the outcome in regard to claim #[redacted], for your roof leak. Upon diagnosis, the service provider stated that you property has a flat roof. Unfortunately, CHW policy does not cover flat roofs. Please see section:6. LIMITED ROOF LEAK (Single Family Homes Only)EXCLUDED: Porches - Patios – Cracked and/or missing material - Foam roofs - Tar and gravel or metal roof - Cemwood shakes - Masonite shingles - Flat or built-up roof - Structural leaks adjacent to or caused by appendages of any kind – Downspouts Flashing – Gutters – Skylights – Decks - Patio covers - Solar equipment - Roof jacks – Antennae - Satellite components – Chimneys – Partial roof replacement - Preventative maintenance.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:

If your policy rejects coverage of a flat roof, then why did your sales person aggressively sell me a "limited roof leak" policy and not even ask me whether I had a flat roof or not? If you sell me something, you should be obligated to make sure that any requirement (i.e. not having a flat roof) be met before you take my money. This sales tactic is irresponsible and dishonest at best.

Regards,

Business

Response:

We apologize for the frustration caused by this claim. Per our conversation, we will be reimbursing you for the roof coverage portion of your policy. Thank you for allowing us to help you and we hope this resolution is satisfactory. Kindly close out this complaint as resolved.If you have any questions please free to contact us at ###-###-####.Best regards,CHW

Review: I had a home warranty with Choice. They said that they covered all appliances in the home. I had a problem with my stove in that it smokes and emits an electric smell when I use it. The service contractor said that he thought the problem was under the burners but he couldn't get the screws out to look. He had another theory about what it could be but couldn't confirm anything because he couldn't effectively evaluate the problem. Choice Home Warranty told me that they didn't cover the problem because it isn't "mechanical". Problem is, no-one definitively diagnosed the problem and so there is no way that they can make an exclusion. They told me if I wanted to dispute the claim I had to pay for a second opinion myself. To date, I've paid $40/month for the coverage and the $45 co-pay for the service technician who couldn't diagnose the problem. They refuse to refund the money or cover the stove under the warranty.Desired Settlement: I would like them to fix the stove or replace it, as they guaranteed when they sold me the line of insurance. Then I would like them to terminate my plan.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . Upon review of your policy we see that you had placed a claim for your AC unit once on 11/06/14 claim number [redacted] and again on 3/2/2015 for claim number [redacted]We regret your frustration with the outcome in regards to the second claim #[redacted] for your stove. We did send out one of our preferred technicians [redacted] to diagnosis the unit. Upon his diagnosis we were told that there was no mechanical failure. Per our policy, we only cover mechanical failures. Being we had no reason to believe anything different, we offered you to have a technician of your own to diagnosis the issue. If your technician had a different diagnosis, we would have placed it into review. We would not have known any other diagnosis unless this was done. Again, we had no reason to believe anything differently than what was reported to us so we had no reason to send out a different technician. Per our policyF. LIMITATIONS OF LIABILITY14. We reserve the right to obtain a second opinion at Our expense. Again, we did not see any reason to question the diagnosis therefore we offered for you to gather your own from a licensed technician. We are very sorry that you chose to cancel your policy with us. Unfortunately, with the policy being closed; we would not be able to assist you with this 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. Best regards,CHW

Consumer

Response:

I am rejecting this response because:1. "Upon review of your policy we see that you had placed a claim for your AC unit once on 11/06/14 claim number [redacted] and again on 3/2/2015 for claim number [redacted]"I never made a claim for my AC unit and I didn't have the policy activated until January 14, 2015. So I don't think that they have their records straight.2. "We did send out one of our preferred technicians [redacted] to diagnosis the unit. Upon his diagnosis we were told that there was no mechanical failure."The technician that they sent out told me that he thought the problem was below the burners as that is where the smoke is coming from. He said that he couldn't check there because he was afraid to take the screws out and thought that they may break. He didn't not finish his diagnosis because he was afraid to disassemble the stove. He did not finish his diagnosis, but abandoned it and then the company decided to adopt the stance that it was not a "mechanical failure". The never told me what the problem was and so how can they say what it isn't?3. I paid $45 co-pay to have the technician come and he did not finish the job. 4. "We reserve the right to obtain a second opinion at Our expense."Choice Home Warranty told me my only recourse was to pay another technician myself and then take the information to them. This defeats the whole purpose of the insurance if I have to pay for another technician each time I have a problem.The bottom line is this is a stove and it's smoking. The problem has not been diagnosed by was abandonned. It does not state in their policy that they would rule things out but that they would send out a technician to DIAGNOSE the problem. They did not do that. Therefore they are in breach of our contract.The burdon of proof is still on them. They can't say that this is not mechanical unless they can say what it is.They should refund my policy payments and the co-pay or fix my stove.

Business

Response:

I do apologize, I did document the incorrect policy. I have looked into the correct policy and do see that you have cancelled with us after you were advised your claim could not be covered. I do apologize, our company does only fix mechanical failures and a smell is not a mechanical failure. The tech did state to us that he found nothing wrong with your unit. Although you have cancelled your policy with us, we are willing to offer you back a full refund. Our technician did give us a diagnoses but you stated that he did not and since you stated this, we are willing to refund you for the $45 service call fee as well. Please email me directly and I will send out the correct paperwork for your refund. My email is [redacted]

Review: We notice that our freezer/refrigerator was not cold/frozen on February 3. I called Choice Home Warranty the same day and filed a claim. they assigned Claim #[redacted] and gave me repair company, [redacted] phone # and suggested I call him which I did that same night. On Wed, Feb 4 Jermaine with [redacted] looked at our refrigerator/freezer and told me that the compressor had failed and it was not repairable. He said he would contact Choice Home Warranty with the results of the issue. I called CHW on Friday, Feb 6, to get status of our claim. The rep said they had not received the report from the repairman and they would contact him that same day. We rec'd an email on Monday, Feb 9 to call CHW about our claim. CHW advised me on the phone that the refrigerator was "not" covered because it was a secondary failure--the relay caused the compressor to fail and that was not covered under the warranty. I told the rep that it didn't make sense. He said that it was based on the report. I checked our User Agreement and there is no mention of a secondary failure not being covered. We believe that CHW denial of our claim is unwarranted and is noted stated in the Warranty User Agreement and request to be reimbursed to purchase another refrigerator freezer which we had to do. Our cost was$2,199.99. Here's the language from CHW User Agreement: 3. KITCHEN REFRIGERATOR NOTE: Must be located in the kitchen. INCLUDED: All components and parts, including integral freezer unit, except: EXCLUDED: Racks - ShelvRacks - 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.Desired Settlement: We want to be reimbursed for the purchase of a new refrigerator/freezer.

I did contact HCW prior to submitting this claim. The second rep I spoke with [redacted] advised that we can pay to have our own repairman at our own expense diagnose the problem and re-submit a claim to HCW. This was not told to me on 2/9 when we were first told about the claim being denied. At this point being without a refrigerator for over a week we had to purchase one in the mean time.

Business

Response:

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset. We are committed to providing a positive customer experience and we take all feedback very seriously. Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase. It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php . We regret your frustration with the outcome in regards to claim #[redacted], for your Refrigerator. Upon diagnosis, the service provider stated that the relay on the unit failed. The unit continued to run with a bad relay causing the compressor to fail. Unfortunately, CHW policy does not cover failures that are secondary damage. Please see below:F. LIMIATIONS OF LIABILTY19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.The relay repair is covered under CHW policy, and so CHW gave you the option of repair of the relay or reimbursement of the part and labor associated with the repair in the amount of $110.00. You declined both offers.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:

(1) A refrigerator compressor and relay switch are sold as one unit on a refrigerator—they are not separate components (refer to my Kenmore EliteRefrigerator Model #59[redacted] Refrigerant Compressor #[redacted] at http://www.searspartsdirect.com/Kenmore-elite-Refrigerator-Parts/[redacted]/0046...⇄ I spoke Kenmore parts department (CSR: Henry) and the relay switch is included when you order a compressor. (2) We were misled by Choice Home Warranty (CHW) as the User Agreement Coverage statement is not forthright. Reference to secondaryfailure is loop hole for CHW to reject claims and since the compressor and relay are sold one unit this exclusion does not apply. User agreement spells out what is included and excluded in the section of their agreement after each appliance and “relay” is not mentioned there as an exclusion. In addition, CHW never mentioned (still today they have not stated) that the refrigerator is repairable or there were other options to replacing the refrigerator. It was only after voicing disappointment with the home warranty coverage and mention of Revdex.com that the other options including paying for the relay switch part was offered. (3) The CHW service provider ([redacted]) who came to service the refrigerator on 2/4/15, told me that the relay and the compressor failed and the refrigeratorhad to be replaced. He said he would call it into Choice Home Warranty. We received a reply from CHW on Monday, 2/9 to call about our claim. When I called, I was told that our claim was denied due to a secondary failure. No mention about options to repair the refrig & CHW was going to cover any part of the claim at that initial call. In the meantime, we had no option but to replace our refrigerator with a new unit ($2,100). It wasn’t until several phone calls later on Wed & Thurs, 2/11-12 that any mention that CHW would only cover the relay and that we would be responsible for the compressor was mentioned. Upon further investigation we learned from a service provider that he would not recommend replacing the compressor since there is no guarantee that it will work for any extended period of time. His quote came in at $1,000 parts & labor. Our expectation is the CWH should cover the repair cost quoted of $1,000.00.

Regards,

Business

Response:

I do apologize that the service provider that our company sent to you gave you misleading information. As you mentioned he told you that the unit “had to be replaced”. Our service providers do not have the authority to advise a customer of this. Our process as explained to you upon your conversations with our staff, once a provider has been to your home they have to call in their diagnosis. Once they speak to our in-house technicians we then make the determination if the unit can be fixed, if it is worth the repair, if it should be replaced or if something else caused this issue to happen; meaning the secondary damage. The technician’s diagnosis to us was that “your compressor failed due to the relay burning out. This allowed the compressor to constantly run and causing the unit to fail.”Our policy clearly states that is a unit fails due to another component that is secondary damage that we do not cover. Please see section F. LIMITATIONS OF LIABILITY # 19 , as stated in our prior response “… You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages…”. CHW tries to make every customer happy; once you voiced your extreme disappointment try our best to assist you. Since we do not cover the secondary damage, we were willing to offer you the money for the part of the relay including labor. We also offered if you chose to have the unit fixed, we would cover that cost of the relay along with the labor fee. Again, we would not be able to assist with the compressor due to the secondary damage.You stated that you had no choice but to replace your unit with a brand new unit after a few days. Per our policy, if a customer disagrees with the outcome of the claim they can dispute the claim for a more favorable resolution. Please see Section G. Mediation In the event of a dispute over claims or coverage You agree to file a written claim with Us and allow Us thirty (30) calendar days to respond to the claim. The parties agree to mediate in good faith before resorting to mandatory arbitration in the State of New Jersey.Despite the fact that we did not receive a written letter from you, we were still trying to assist you with a resolution.Once again, we do apologize for the frustration this has caused you.Regards,CHW

Review: Dear Sir/Madam

I would like to make a complaint against Choice Home Warranty. I do not know where to turn or who to call to look into this matter this is why I am requesting and asking Revdex.com to please help with this. I signed with Choice Home Warranty on April 15, 2013, my policy number is [redacted]. May 23, I had a problem with my A/C and they sent a technician from [redacted], LLC and I paid $45 as was requested whenever a technician makes a service call. Every month I pay $36.50. The technician submitted a work order to Choice Home Warranty that my A/C motor was bad. Choice Home Warranty declined to fix my A/C. I had to get [redacted] LLc who worked on my A/C and I paid close to $600 out of pocket. I still continue to make my monthly payment. In October 2014 my A/C was not cooling, I called Choice Home Warranty and I made my $45 service call payment. The technician stated that a small breaker was the cause and it was working up to a month. The A/C was working but making a very loud noise every time it turned on. Finally, toward the end of March it stopped working. I called Choice Home Warranty and another technician was sent again. I was requested to make another $45 before he could check to see what the problem was. The technician informed me that the condenser is bad and he was going to place a work order. The next day which was 3/26/14 Choice Home Warranty called me saying they were not going to fix my A/C. I kept my own sole of the agreement by making a payment each month for the past two years, but when it came time for Choice Home Warranty to keep theirs, they failed to fix my A/C. They are selling deceptive information that when Home Owner signs up with their A/C heater and all home appliances (when it goes bad) will be fixed. They do not want to fix my A/C because they want to make all the profit on home owners as they could. They are very deceptive. Please help.

Thank you for your cooperation in this matter.Desired Settlement: I would like for Choice Home Warranty to uphold their end of the agreement and fix my A/C. Please look into this matter. Please help out of fairness. ,

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 the outcome of your Air Conditioner claim that you placed with us on 3/23/15. We see that your policy started on 05/15/13. Our service provider stated that your unit had shorted to the ground and the compressor was completely out of Freon. This situation could not have happened with in the short time that you had your policy with CHW. It does take a long time for this to happen and although it did happen when you had your policy, your policy states that all units must come into the contact in good working order. Please see Section A. COVERAGE3. Are in place and in proper working order on the effective date of this home warranty contract.Also, premature catastrophic failure of the compressor under 18 years old, can only be caused by one of the following causes, all listed under F. Limitations of Liability 1) Power Surge/Lighting Strike 2) Manufactures Defect 3) Acid Burnout (Due to improper previous repair or improper installation)4) Lack of Proper Routine Maintenance#8 CHW is not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure. # 12: CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter changes. Section D: COVERAGE 4. AIR CONDITIONING/COOLER NOTE: Not exceeding 5 (five) ton capacity and designed for residential use. INCLUDED: Ducted electric central air conditioning ducted electric wall air conditioning. All components and parts, for units below 13 SEER and when CHW is unable to facilitate repair/replacement of failed covered equipment at the current SEER rating, repair/replacement will be performed with 13 SEER equipment and/or 7.7 HSPF or higher compliant, except: 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. CHW is not responsible for the costs associated with matching dimensions, brand or color made. CHW will not pay for any modifications necessitated by the repair of existing equipment or the installation of new equipmentThe 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.Sincerely yours,CHW

Consumer

Response:

I am rejecting this response because: The information given by choice home warranty was inaccurate. My air condition was well monitored as well as well taken care of. I signed up with choice warranty in April 15,2013. In May 23,2013 is when my motor to my air-conditioner went out, they also refused to fix it. I had to get [redacted] LLC to fix it. When I had this problem in March 23,2015, the technician from Fresh wind AC came and checked it, I asked him if I had enough Freon, he stated that I indeed there was enough. He stated that my condenser was bad, and when I asked what could be the cause, he stated he honestly does not know what might have caused this to happened. Choice home warranty are just living up to their commitments as they said they would in the warranty and are trying to find anyway out of fixing my air conditioning regardless of the fact that their the one's who claimed that is was fixed but indeed it was simply not. They gave false information by selling inaccurate information to customers. The information they gave about ground surge causing my condenser to stop functioning is not in my contract manual. As well as the false statement that my Freon was low. All their business information are gimmicks. From what their actions prove, they are looking for ways to avoid keeping their part of the contract, they have shown that all they are after is making money and not taking care of the costumer as they claim they do. I want the Revdex.com to post this so that people will take note of their business practices and avoid using choice home warranty. Regards,

Business

Response:

CHW's policy states that all units coming into the contract must be in good working condition therefore, a few weeks after your policy started it would be impossible for the unit to have shorted out, for the compressor to have stopped working. If you had your unit in proper working order the start date of the policy, this could not have happened just a few days later.Please see Section A. Coverage 3. Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We apologize for any frustration that this has caused.Respectfully,CHW