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Report: #1387234

Complaint Review: Choice Home Warranty - Internet

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  • Reported By: Jennifer — Frisco Texas USA
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  • Choice Home Warranty Internet USA

Choice Home Warranty/CHW /1090 King Georges Post Rd. Edison, NJ 08837 | 1 (888) 531-5403 They take your money and deny your claims. You will wait on hold for 15 minutes and then they will blind transfer you. Edison Internet/New Jersey

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I signed up for Choice Home Warranty for their ad “With Choice, you save time, and, more importantly, you will never pay for a covered home repair bill again!” I am requesting a refund of $413.50.  Not delivering what they advertised, not providing me a refund check and not covering a claim that was covered in the past.  Another reason for my request I am noticing Choice Home Warranty is finding “loop holes” in their Service Agreement to avoid paying for invoices.   1st example: 

In June 2017, I called in a claim for my 2 year old Maytag dishwasher started leaking.  CHW sent an appliance repair tech to my home to find out what was causing the leak.  I was with the tech the entire time he was reviewing the machine.  He advised me he knows CHW will not cover repair of this item, most likely the will have it replaced or pay a portion to buy another one.  He would have to replace the pump because there was a leakage.  A few days later I was notified by CHW that they would not cover any part of the dishwasher (pump or a portion of payment for replacement); due to the source of the problem was “hard water corrosion”, which is an exclusion on my policy.  The tech they sent out never mention this to me.  He advised it was some sort of defect with the pump.  I explained to CHW this is not the information the tech gave me.  We just bought the dishwasher two years ago.  I called to have another appliance technician come out and give a second opinion (which happens to be an approved contractor with CHW).  I had to pay $75 out of my pocket.  The new tech advised it is not hard water corrosion that caused the dishwasher to start leaking it was a defect in one of the parts.  He said he saw a lot of these issues with these brand models lately.  I paid $600 for the dishwasher almost exactly 2 years ago.  The dishwasher should have lasted longer.  I submitted the new tech’s findings to CHW and after another few days I was notified they will pay for the replacement of the dishwasher, however, due to wear and tear, depreciation the check will be for $179.00.  Unbelievable.  They would pay for the repairs which would cost $380.  I cannot buy a dishwasher for $179.00.  I am requesting a refund for the $75 I should not have to pay.  I am requesting a total of $254 (which includes the $179 that I have still not received). 2nd example: January, June and July of this year, 2017 I had to make a claim on 3 different issues with plumbing stoppage, which is covered on my policy.  Jan and June claims were made and the plumbers came out and fixed the issue.  

Three weeks later (July 14, 2017) we were experiencing the same issue I called CHW and spoke to a customer service representative.  I explained I have to keep paying these service charges it seems like almost every month.  There is a problem that is not being properly determined by your technicians.  I explained I should have to pay another service charge for the same problem that is not getting fixed properly.  The rep from CHW advised she will send out a new plumber to evaluate the main problem and will not charge me a service fee.  Lujano Plumbing came out the and evaluated the problem.  They advised me they can fix the problem like the other contractors fixed so my sink will be in working order for daily usage.  However, they did notice I have a more of a plumbing stoppage problem that would need to eventually be fixed.  This caused for a snake/vent jetting to be conducted throughout the pipes of my home.  I am not a plumber, but the term of what also need to be down was a “back clean out”.  The diagnosis was submitted to CHW.  I received an email from CHW advising they tried to reach me to discuss my claim.  I called and I was told they would cover the “back clean out” and labor, but would not cover the jet hole or snake that goes through the pipes.  The invoice had a break down of charges: $1000 – back out cleaning, $840 – labor (3 men) and $382 for the jet vent pipes.  I figured I was going to be responsible for the $382.   I then called Lujano Plumbing to schedule the work to be done. The rep from the company advised they would get my schedule, but they needed the approval paperwork from CHW since they have not received it yet.  The next day I received another email for me to call CHW in which I did.  After speaking to the rep, I noticed they found another “loop hole”, they denied the entire claim, because there was not enough access to conduct the back clean out.  Per the agreement Part 8 “Mainline stoppages are only covered if there is an accessible ground level clean out,”  Since I do not have accessible ground level the entire claim is excluded.  I was frustrated, but it was listed in my policy.  I decided to cancel my policy for reasons of them having to many small print exclusions and waiting on the phone 15 minutes.  I felt I was paying out money, but I was not getting a good warranty service. 

My complaint is I already paid my full premium for July.  I cancelled my policy 7/18/17 effective immediately.  I called Lujano plumbing and advised they were not going to cover anything.  I was advised by the plumbing company they can come by and drain the water from the sink so I can use it for daily use and I can later call them to do the full work.  Lujano plumbing advised Choice Home Warranty has covered this in the past and should cover  to unclog the sink and drain the water.  He charges $99.50. I called CHW and explained their plumber will come back and drain the water and unstop the sink so I can use until I can have the other work done out of my pocket, but they would need to pay for the temporary fix like they have in the past.  I was told by Lanesia a CHW Manager in “Client Relations”, that if I did not cancel my policy they would cover to have the water drained out and to unclog my sink.  Since I cancelled they have no obligation to pay.  I explained I cancelled today 7-18-17, the claim made was for 7-14-17.  Technically, I was covered when the claim was originally made.  I was denied.  I was upset and explained several times CHW covered unclogged sinks.  I was told again, I am no longer a client so they do not have to pay.  I am requesting a total of $159.50 (which includes the $99.50 they should have covered and July premium if $60.00). I have later learned in 2015 there was a class action lawsuit made by this company because they are always finding ways to not pay their customer warranty claims.  (app.com/story/money/business/2015/06/15/choice-home-warranty/71248424/) Choice Home Warranty should not be allowed to take advantage of their customers.  I request a full refund of $413.50. 

This report was posted on Ripoff Report on 07/21/2017 02:38 PM and is a permanent record located here: https://www.ripoffreport.com/reports/choice-home-warranty/internet/choice-home-warrantychw-1090-king-georges-post-rd-edison-nj-08837-1-888-531-5403-1387234. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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