Choice Home Warranty Refuse to repair the washer and cook top by giving me lame excuse that is preexisting condition Edison New Jersey

October 22, 2013

Dear Sir or Madam:

Regarding a Rip-off report

I got e-mail and then a phone call from Mr.Elliot Morgan to purchase insurance from Choice Home Warranty in 3rd week of July. He offered me 20% discount and one month free coverage, if I take the insurance from him. I told him that I have expansive appliance and if he want he can inspect them before he insured. He told me that we do not inspect any thing and trust you. He told me that this company will take care of any appliances does not matter how expansive it is, after 1 month grace period. If any appliances is not working.  I have to pay 1st $ 45.00 and they will take care of the rest. In case if they cannot repair, they will replace it with same type of appliances.  

I told him that I have already insurance with Home Serve and need to talk to them if I can cannel the contract with them. I called home serve to cancel the insurance so that I can buy the insurance from Choice Home. Home Serve Insurance company was so nice to me that when I asked them to cancel the insurance, they suggested me that they can cover me until end of the contract that is November 3rd, 2013 without paying any monthly premium of about $ 77.  It will give me some time to think over if I want to continue and in that case I do not have to retake the insurance and wait for another 30 days to become effective. They never asked any question if I need their service and send the technician for repaired every time I need them. I am insured with them for the last several years now.

Finally I got the choice home insurance on July 22nd, 2013. Mr. Elliot Morgan told me that instead of paying altogether I could pay him in 3 installments. The company charged me $ 170.66 for the 1st installment and then instead of charging the rest of the money every 4th month, they charged every month 170.66 x 3 months that is a total of $ 512.01. He also informed me that I will get the contract for my review in 2 week but I did not receive any contract from their side. I called the customer service that I did not receive any contract from your side. Customer service told me that they mailed a week ago and will mail me again the copy. Even after mailing their 2nd time, I did not receive any contract until today. I do am sure they never mailed me any contract otherwise I should have received it. 

On September 22^nd that is almost after 2 months of the contract, I called the Choice Home that my washer and one of the cooktop is not working. They note down my report and assigned (copy of their e-mail: Your claim has been assigned to Park Avenue Appliance Repair, an authorized CHW service technician. Please contact the technician at 516-435-6642 to schedule a service appointment.) me a technician. I called on this number 3 times but every time I call this number, they advise me to call us back in 2 to 3 hours. I called the choice home after calling them 3 times and told them that every time I call them, they keep on saying call us back in 2 to 3 hours.

Choice home assigned me another technician. I called the choice home customer service again and at the same time I asked then that I have a refrigerator with Ice and water dispenser it is giving me some trouble to get the Ice from my refrigerator when I put the glass to get the water and Ice. They note down another claim and at the same time assigned me 2nd technician, as the 1st one was not answering.  

Then choice home assigned a 2nd technician, as the 1st one was not responding to my calls even he promised me to call back. I called the (copied from the e-mail: Your claim has been assigned to Zulk Appliance Repair, an authorized CHW service technician. Please contact the technician at 631-606-2602 to schedule a service appointment.) technician from the Zulk appliance to make an appointment. They gave me an appointment and came to see the appliance. I paid him $ 45; I was supposed to pay him. He came home saw the appliance and after their diagnose he found that the washer need a drainer, While checking the cook top, he asked me if some one came before to repair it I said yes but it is long time ago they fixed it. I have this cooktop for almost 7 years.

In refrigerator he told me that I do need to change the gas kit which insurance may not reimburse I said OK I would pay for that. He moved some button regarding the ice problem and that issue be solved. He advised me that please keep checking and if it still give you trouble then he will change some part.

After checking all this he tried to call the Choice Home to explain them what need to be done and get their approval. He was waiting for their phone for more then 10 minutes and then I told him if they are not answering please call them later and let me know their decision.

In the evening the technician from Zulk Appliances called me and told me that he recently got the contact with this company and heard that they do not pay to any one so I refuse to work for them. He also advised me that choice home has a bad reputation and will steal your money. They will not repair any thing for you will rip you off. I told him if you do not want to work for Choice home then why you charged money from me so you must pay me $ 45 back. He said that you can ask your money back from the Choice Home but he will not refund me. 

Then I called Choice Home Warranty again and discuss with them what that technician told me that he does not want to work for your company and he will not come back to repair any thing. He also told me that if you wan to get your appliance fixed you can pay me directly and I will take care. I will give you the discount of $ 45, which you have already paid me for Choice Home. (Finally after flat refusal of Choice home I end up hiring him and he is coming to repair washer on October 28,2013).

I called Choice Home again that Zulk appliances technician, you have assigned is not coming back to repair my appliances. He refuse to work for your company but he charged me $ 45 which you should give me back as he is not working for your company any more.

Customer Service in choice home told me that they will send the 3rd technician. At the same time they told me that we would not take care of cook top as it was opened before reported by the technician of Zulk Appliances. I have explained them yes it went repaired long time ago and I have repaired it but as they do not want to pay they keep on saying it is pre-existing condition without any reason. I think if in home any thing goes bad I have to repair it and to repair some thing one has to open and see what is going on to fix it. It makes absolutely no sense that it was opened so it is pre-existing condition. Actually Zulk Appliances technician told me that it is Gaggenau Cooktop which is expensive and this company will never pay you for that. That Is what has happened by giving me an excuse that it is pre-existing condition they will not repair it, which make absolutely no sense. I talked to the supervisor and director of the choice home but they keep on playing the same music that it is pre-existing and they will not take care of it.

I called again Choice home and complained again that is totally wrong to say pre-existing condition and denies the claim. Finally they said they would send the 4th company's technician and let him check about that. You can imagine how much time I wasted with this company by calling back and forth and finally gained nothing but a crazy diagnosis like  pre-existing condition. Then Choice Home assigned me another technician on September 26,2013. (Copied from the e-mail: Your claim has been assigned to All State Appliance Service Co., an authorized CHW service technician. Please contact the technician at 718 939 4401 to schedule a service appointment.)

I called the technician from All state they came home check every thing. They advise me that washer cannot be repaired, as they do not find the part so company has to replace it with new washer. They checked cook top and want to change some part but were also having the same impression that Choice home will not cover this expansive part but they must take care of washer. About your refrigerator it is working now, let us  wait for a week but if it is still giving you trouble we will take care of

I contacted again choice home they said this technician was not even suppose to check the cook top as it is pre-existing condition. They will not pay any thing for the washer and included it also in the pre-existing condition. I told then it is totally absurd to say that every thing is pre-existing it is really easy way to denied the claim. I discuss with them but nothing doing they refuse to repaired any thing (I think Zulk appliances technician was right that Choice Home does not pay any thing but I did not know that they use this kind of language and refuse the claim).

I called the Choice home customer service and told them that if you do not take care of any claim now and even if in future I need any repair you may say that it is pre-existing condition as you are telling me now so it is not worth to continue the insurance with your company.   I want to cancel the insurance and give me full refund that include $ 45 I paid to Zulk appliances. You refused to repair by giving me an unacceptable excuse that (I did asked at the time they offered me the insurance that if they want to do the inspection they are most welcome to do it as I have all the appliances quite expensive but the agent told me that they do not inspect any thing and will certainly take care if any thing goes wrong with the appliances does not matter how expansive it is) every thing is pre-existing which is totally absurd and insulting to say.  

This week I received 166.88 while I paid $ 512.01 + 45 to the technician of Zulk appliance that is total of $ 557.01.  I paid to Zulk appliance the company refuse to work with Choice home at the same time they told me that they will not come back to repair any appliances.  

I called them yesterday and asked for full refund but they refuse to pay as they refused to repair. Actually they are charging what they pay to the technician of Zulk Appliances and All State. Which they are not suppose to charge any way if I am insured. I applied for insurance on July 22 asked for claim 2months later. The only thing they did for me is take my money for a diagnosis of pre-existing condition an excuse for refuse to pay.

I think if they do not want to cover any thing and just diagnose pre-existing condition for every thing.  They should pay me full refund as they do not respect what is the contract. Any one can diagnose while sitting at home that it is per-existing condition and do not need to send any one for check up and waste my time and money.

If they do not want to fix any problem, the reason people take the insurance then why they insured the public, I do not know why shall I keep the insurance and why shall I continue with them for such a crazy diagnosis.

I called couple of days ago the customer service of Choice Home when I saw that they refunds in to my account only 166.88 for 2 months insurance and $ 50 for the cancellation (when they are the one who forced me to cancel) They refuse to pay me back the full refunds + $ 45 I paid to the technician of Zulf appliance. They hang up phone upon me telling me that what you will get and hang up the phone.

In brief: 

I took the insurance to cover the appliance and ask them to check my appliances before I took the insurance but it is they who refused and told me that they trust me but I have to wait one month before I can ask any repair.

I asked to repair only if some thing goes wrong, the reason to take the insurance. I cannot schedule the appliance to stop working. This is 1^st time some one is giving me this kind of answer instead or repair.  I never heard before a diagnosis of pre-existing condition though I have insurance since long time with Home Serve as well.

If that is what they diagnose then they do not have to send any one to my residence to pretend they want to solve the issue while they intention is to say pre-existing condition. Which they can diagnose without sending any one to my home

If they do not cover any thing why I have to take the insurance and why shall I pay to them for diagnosis of pre-existing condition. Any one can diagnosis that without the help of any technician.

If they cover and repair nothing why shall pay for insurance and why shall I continue.

Maximum they can charge for 2 months (512.01/12 = 42.66/month x 2 = 85. 33 + $ 50 early closing = 135.33 but not $ 345.13 + $45 I paid cash that is they charged a total of 390.13 which is total rip-off.

I am requesting them to pay me the full refunds as they covered nothing on top of that they harassed & insult me by telling the diagnose of pre-existing condition, which is hard to believe for me and for any one. 

The choice home warranty totally ripped me off. They have taken my $ 390.13 or deduct 345.13 from 512.01 they charged my credit card + $ 45 I paid cash to technician of Zulf Appliances, who refuse to work for them. Choice Home Warranty paid me back or refunds in to my account only 166.88. It does not make any sense to pay them 390.00 for 2 months insurance and that too when they covered absolutely nothing and give me a totally unacceptable diagnosis of pre-existing condition.

If you need any further information please let me know.

I will really appreciate your help in getting $ 390.13 back from this company as I consider it a total rip off and wastage of my time to send 2 technician for completely crazy diagnosis and send some one who refuse to work for Choice home and charge $ 45. From me for absolutely no reason.

Thank you