Choice Home Warranty - Page 2

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1.1 out of 5, based on 9 ratings and
26 reviews & complaints.

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Does Not Honor Contract
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NEW YORK, NEW YORK -- Simply put, this company will not honor your contract. The company looks for reasons to deny your claim, and will not honor your contract even if the contractor says that the failure is due to normal wear and tear (which is specifically covered under the contract).

One of my claims was denied, not because the part wasn't covered, but because "something didn't seem right in the diagnosis."

Another claim was denied even though they told both me and repair technician that the repair was covered under the warranty, prior to him doing the work. The told me to complete the repairs and submit a receipt for reimbursement. I waited 30 days, and called to find out the status. I was told that the repair was not reimbursed because the part was not covered.

Another claim was denied because the "part wasn't covered". I purchased optional coverage to cover the part at an additional charge. I questioned the denial, and I have yet to receive a response from management.

Another claim was denied because there were some slight mineral deposits on the fixture. It did not matter that the technician told the representative that it was not the cause of failure nor was it part of failure. When I spoke with the company representative, he accused the technician of lying in his diagnosis of "normal wear and tear". (He made this statement about a company that they tried to assign to the job).

To make matters worse, I had to pay out of pocket for all of these expenses, with promises of reimbursement from them.

Bottom Line - THIS COMPANY WILL NOT HONOR YOUR CLAIMS and THEY WILL NOT REIMBURSE YOU EVEN IF THEY SAY THEY WILL.

Please heed my warning!!! I am consulting with an attorney to determine recourse. I have a recorded conversation with Ron from this last round where he asserted that the contractor was lying. Does anyone know how to start up a class action lawsuit?
     
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Shari on 06/29/2011:
If you come up with information regarding a class action suit against this company, PLEASE post. I would LOVE to get in on that. All the reviews I have read all over the net are exactly what I have experienced after filing a claim after paying them for over 2 years with no other claims ever submitted. I will be checking this site often to see progress.
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Choice Home Warranty is a SCAM
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Rating: 1/51
Choice Home Warranty is a SCAM. I've had a couple of home warranty companies, and generally been pleased with the coverage and service levels, UNTIL Choice Home Warranty. Their company has a crew of "claim handlers" that specialize in finding any way possible to deny paying a claim. This is especially true concerning any repairs to your air conditioning equipment. First, they stopped covering the replacement of refrigerant that a covered repair caused. Next, when a leak in the coil was found (they didn't cover the cost of finding the leak, BTW), they said that any rust on the coil (and they had the technician take a photo) meant that the leak was due to lack of maintenance, and so weren't responsible for the repair. RUST? Maintenance can't do anything about RUST on a piece of equipment that is constantly exposed to moisture, it will eventually fail. Choice has apparently tried to shield themselves from paying for any repair and are counting on the isolated home owner not being able to pursue them in court. They have miscalculated.
     
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CHW Does Not Honor Contracts.
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Rating: 1/51
EDISON, NEW JERSEY -- Please be aware that CHW is NOT behaving as a legitimate business. CHW Does Not Honor Contracts.

Stay away from CHOICE HOME WARRANTY.

CHW have terrible, awful customer service and do not stand by anything they say on the phone.

James M – President, Jose-Supervisor/Manager? ext.8240, Kristine ID#1852185
CHT serviced my AC unit on the end of 2013 season (8-23-2013 Claim #50842848)
Now AC is not working and claim (5-9-2014 Claim#51678385) is deny, due to no CHW record of previous service.

SAVE YOURSELF THE HASSLE, HEADACHE DO NOT THROW YOUR MONEY AT ILLEGITIMATE SCAMMERS!!!

Do Not Purchase A Home Warranty From Choice. CHW will not honor your contract.
     
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Bought warranties for TWO homes....AC refused repair by CHOICE
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Rating: 1/51
PHOENIX, ARIZONA -- I have given this cheesy company a ZERO rating if it would have been listed. I purchased TWO home warranties from these professional scammers. I own a home in Phoenix, and one in the mountains of Arizona. The salesman, Kevin Michaels, worked with me for 3 days to convince me to buy the warranties for both homes. I was hesitant due to the terrible ratings that are online. Despite my better judgment, I decided to give them a try, as the salesman promised the moon! Last week, our AC unit in Phoenix stopped working. It is a high efficiency Trane unit, split system. Even though I have been with Choice for over 6 months....they sent out a rookie repairman on the first trip, who stated that he didn't know anything about a Trane unit. So, we called Choice again, and they sent out another repairman. That repairman told Choice that the compressor was bad and needed replacement. After 3 days of waiting to see when the unit would be repaired, my husband called Choice. They transferred him to a Claims Adjuster, who told him that they would NOT repair or replace the AC unit. My husband is an engineer, and designed commercial AC. Despite the fact that this AC unit had NEVER had an issue in many years, Choice refused to fix it unless we had "maintenance records". It had NEVER needed work, so why would we have records? These idiots are professional money grabbers. I demanded a pro-rated refund for both homes, but it was pennies compared to what I paid. DO NOT GO WITH THIS COMPANY!!!!
     
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Slimjim on 05/01/2014:
100% valid complaint. What exact "maintenance" records are you supposed to have? Seal air systems only need their filters changed. there is no periodic work to be done on them otherwise, so are they saying they want receipts to prove you changed the filters? They should have asked for them before they took the money to warranty it then. Clearly an excuse to get out of not paying for a pricy repair.
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This Company Sucks
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Rating: 1/51
EDISON, NEW JERSEY -- On Sept. 30th our heating unit went out. Called Choice, sent repairman out, unit needed to be replaced, Choice denied claim. Said it was pre-existing which they determined only by pictures.

They Never once talked to their contractor to get his opinion, he said there was no way this was pre-existing but, they wouldn't talk to him because they knew they weren't doing anything, it's all a big game to them. They want you to beg. I will never have another home warranty, will pay as I go from now on, so much for piece of mind warranty. They are a big joke. I really don't know why they even bother to have contractors if they don't trust them enough to get their opinion.

I can most definitely see why they have an F rating with the BBB. I gave them and F- on my review with BBB and will continue to do so.
     
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Failure to Resolve Claims
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Rating: 1/51
EDISON, NEW JERSEY -- Choice Home Warranty was called to send a technician to repair a leaking pump motor on a swimming pool. The technician replaced the motor with a used pump that caused the other systems (floor cleaning system) not to work. The pump is the cheapest the technician could find. When Choice Home Warranty was called they stated that they don't work on the any other system connected to the pump and if installing the used pump caused the rest of the system not to work then it's not their problem. DO NOT buy a contract with this company. They will give you the run around until you get so frustrated that you give up. Their employees are rude they will not solve any disputes. They just keep telling you it will be reviewed by the company.

Every time you call Choice, you have to explain the entire complaint to the person who answers the phone. Stay away from this company.
     
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Old Timer on 10/08/2013:
Choice Home Warranty are some real bottom feeders. You're 100% correct, they wear down their customers till they just give up trying to get Choice to perform what they are paid to do. Confuse and ignore, seems to be their business model. I would never give them a dime or use them for warranty work.

They have a heck of a business, take money in, but do all they can to never have to pay it out.
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Extremely Bad Customer Service Non Experienced Contractors Just Very Bad Company
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EDISON, NEW JERSEY -- Choice home warranty is giving us the run around as they always do. They came out to repair a faulty pump on our septic system, had to pump the liquid tanks to get to the switch to test it and counted it as a septic overflow pumping, when they never had the solid tank pumped. Now 1 month later, the solid tank is full, I called them to pump it but they said only 1 pump per year allowed, but that pump was not for the intention to resolve a solid back up. Okay now we had to pay 225 for the pumping, okay, the drain is clogged, they send the plumber, he has no clue how to clean out a drain, so the so called plumber, calls Choice and tells them the septic is full that's why the drain is clogged, now, we just had the tank emptied the day before so that is not the problem, now to delay this service Choice is demanding the receipt for the pumping to be sent to them, now, I had just told them I paid 225 to pump the tank, the plumber is really not a plumber but a back yard mechanic posing as a plumber and says he can't unclog the drain, what kind of BS is this. Choice is a SCAM STAY AWAY from them.

They DO NOT Team up with Professional contractors, this is the 3rd time this such event has happened to us. in 1 year... Customer service, very rude and not willing to work with the customer to resolve. Just a bunch of idiots maybe 20 years old answering the phones.
     
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Alain on 12/23/2011:
It would be worth a bit of your time to report this to http://www.njconsumeraffairs.gov/ocp and http://www.ftc.gov/bcp/index.shtml
When enough complaints are tallied up by these agencies, they do, upon occasion, act on them. Choice, judging by reviews I've seen about them, is working on attracting their attention.
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Contractors Beware Of Choice Home Warranty
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EDISON, NEW JERSEY -- CHOICE HOWE WARRANTY: Does not pay on invoices on due bills. I contracted with them after they contacted me for a work order. We were not even listed with them as a contracted company. However, we were interested in getting on board. After months (starting 3/10) we still have not been paid. Lies, run around and games with their accounts payables department and Mr. Goodspeed's dishonest statements on payment. We were told that we are not being paid because we cancelled our agreement with them. YES! After we did not get paid on an invoice and then they tried to send us on another job. Stay away from this company. We contract with several other ones, and I have never had a payment issue. The direct lies and games on a $73 invoice is hilarious. Stay away from CHOICE HOME WARRANTY.

     
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Alain on 08/24/2010:
I would not be inclined to use Choice given this review and others indicating poor service.
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Lying Salesman, Lying Customer Service Manager!!!
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EDISON, NEW JERSEY -- Beware!!! This company is deceitful and will not honor their promises!!!!
Below is a copy of the email correspondence I've had with the "customer service manager" Troy.

When your salesman called me last week, he gave me a great offer and told me not to worry "you can review the policy when it comes it the mail and cancel within 30 days". He NEVER mentioned any cancellation fees. He also told not to bother looking at the "SAMPLE" contract online, that mine would be "totally different". I told him was just gathering info and wanted to do my homework first, but he gave me the hard sell and reiterated that I could cancel in 30 days after reviewing the policy (again, NO mention of cancellation fees).

I am furious that I am now being told that I have to pay $50 to cancel. I feel that I have been deceived. I am using this warranty on my home, which will become a rental property in March. I expected it to cover much more. When I say there are too many exclusions, I am referring to things like the refrigerator not covering the water lines, ice makers or leaks of any kind. Same with the water heater and air conditioner. water leaks, drain line stoppages. All of these things are covered by the American Home Shield Warranty, which is who I should have gone with. I have a list a page long of things you don't cover that AHS does.

Choice's Response...
If you are not happy with the contract, simply complete the enclosed
Cancellation Form and a full credit of $344.00 will be issued.
Thank you,
Troy
Choice Home Warranty
Customer Service Manager
Toll Free: 888-531-5403
www.ChoiceHomeWarranty.com

Guess what- the refund NEVER came!!! I finally disputed the charge with my credit card company, but only got a potion of the money back because somewhere in the fine print of the contract that I was told not to read- and never signed- it says there will be a $50 cancellation fee.

Beware, Beware, Beware!!!!!!!
     
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Rita Wynn on 11/28/2013:
Bad experience. They are nothing but a big liar! Take your money and lie about what is wrong. Big scam.
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Choice Home Warranty is a SCAM
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EDISON, NEW JERSEY -- Choice Home Warranty is a SCAM. People be careful when you sign with them. My Sincere advise for all of you out there is not to do business with them. They are totally illegal.

Choice Home Warranty screwed me big time. The guy who sold me this policy was so nice promising everything until he gets my business. His name is Brad Collins, he said that they will fix any problem that we report with no questions asked. Here is what happened to me.

On Oct 19th 2009 I signed up with these guys. As of last week my heating furnace started making some noise when I turn it on, which I reported to Choice Home Warranty. I never had any problems before with any of my appliances. Then a technician came to my home & saw the heating furnace (in fact he told me that I should pay him first before even he touches my furnace, that is what has been told to him by Choice home warranty, which is fine.) and immediately he said that the inducer motor has gone bad. This is due to normal wear & tear in the bearings of the motor, then he left.

After 2 days I got a call from Choice Home Warranty saying that they will not process my claim unless I provide them the maintenance records (they never mentioned about this when you sign up for the warranty - This is FIRST SCAM). Then I faxed all my maintenance records for the furnace and couple days later they contacted me saying that they will not pay for the claim. That means they will not fix my furnace, the reason stated is that they will not fix any NOISE coming from the furnace. That means basically they will not pay any for any of your complaints/claims. I spend couple hours on phone with their customer service dept, Authorization dept etc.. arguing that when some moving/rotating part in a motor goes bad it does make noise. If it had not made any noise I guess I wouldn't have come to know the problem itself. What kind of a company who denies the claim on this ground.

Hence, I filed a company with BBB (Better Business Bureau) on how they are cheating people. Hence guys, please be careful when you sign up for something like this.

     
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CSD on 12/16/2009:
I know that even with car warrantys, they will sometimes want maint. records.
JR in Orlando on 12/16/2009:
No wonder the company is suspicious when people buy a warranty and two months later say there is a problem with the heater. While the op did not, there certainly are people who knowing their heater is going bad would buy a warranty to try to get it fixed. The company has to protect against this.
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