Choice Home Warranty Complaint - Major Rip Off - Save Your $$$
GREENWOOD, ARKANSAS -- This company is not really in the business of honoring their contracts. I had purchased a warranty in Sept. 2009, hoping to offer peace of mind to a prospective buyer of our home which we were going to put on the market to sell. Don't ask me what website I had read positive reviews on before purchasing this warranty, because I can't find it now. I have wondered if it might have been made up by the company itself.
We had a buyer for our home and an inspector saw flames coming out of our unit which he thought were too wide and recommended we have the heater checked, thinking it needed an adjustment. We called a repairman the next day rather than use the Home Warranty thinking he would just need to make a minor adjustment. He found we had a bad heat exchanger and said carbon monoxide was coming into our home. I called Choice Home Warranty and they sent out another company the next day. Once again, we were told we had a bad heat exchanger. He called and reported it to CHW. They said they would let us know what they decided to do. I called the next day and they said my claim was denied due us failing to maintain the unit (sound familiar from earlier posts?) and rust and corrosion that the repairman had reported. I asked how there could be rust on our unit when it was inside my house in an enclosed closet?
Long and short, they refused to honor their warranty. We had a new unit installed as we had cold weather coming and the house was being sold. My husband called and finally was able to talk to a manager and my husband told the mngr. we had spoken with both repairmen and both had stated our unit had normal wear and tear and there was not excessive rust, and that we had pictures to prove it. The manager said that how were they to know we did not pay the repairmen $20 to say that and how were they to know it was OUR unit. We could have pictures of another unit. Are these people for real?
We have filed a complaint with the New Jersey BBB and after the moving and holidays, I emailed them and they had closed our case assuming it had been resolved. I emailed back that there had been NO communication and we are not happy with how any of our claim has been handled. I asked them to reopen our case, and am awaiting their response. In the meantime, I am going to call the New Jersey Attorney General, and send them my pictures and the statements from the repairman. Not only did we pay for a Warranty, but we paid for two repair visits and a new heater unit which costs $1962.
I would avoid doing business with this company at all costs. I bought my warranty in good faith and feel they have not been fair in handling our claim.