Home Choice Warranty Subject: Urgent Complaint Regarding Inadequate Resolution of Water Heater Issue Honoluolu Hawaii 

Dear Choice Home Warranty Customer Service,

I am writing to formally express my deep dissatisfaction with the service provided under the policy for JR Holt regarding an unresolved water heater issue. Despite numerous service requests, it has become evident that your company has consistently failed to address the problem effectively.

To date, three different plumbers have been dispatched to my property, none of whom have resolved the ongoing issue. Each visit has led to further delays, excuses, and complications instead of providing a lasting solution. The suggestion of sending yet another plumber seems not only excessive but also points to a more significant problem within your service process.

As a paying customer, I expected prompt and competent service, especially since the policy should cover necessary repairs. Unfortunately, it appears that Choice Home Warranty is more focused on evading its obligations than delivering the support expected.

Below is a timeline of the numerous attempts made to rectify this issue:

• Property: Mililani, HI 96789

• Issue: Plumbing

1. 08/23/2024: The tenant reported a plumbing issue, and a claim was initiated with the home warranty provider.

2. 08/24/2024: Toby Barron, the Coordinator, successfully filed the claim with the home warranty.

3. 08/25/2024: Toby followed up with the home warranty but was unable to reach an agent by phone for further assistance.

4. 08/25/2024: I, Jesus Ramos, reported the plumbing issue; a CHW technician was dispatched to the property on the same day.

5. 09/04/2024: James Field communicated with CHW, confirming they were working on assigning a new technician to address the issue.

6. 09/05/2024: Diana Mesa noted a service fee discrepancy with the assigned Service Professional. CHW was actively seeking a new vendor but had yet to confirm one.

7. 09/09/2024: I inquired about updates from CHW, emphasizing the urgency of the situation.

8. 09/10/2024: James Field reached out to CHW about reimbursement options due to the lack of an assigned technician and advised us to monitor email for updates.

9. 09/11/2024: After discussions with management, James suggested sending out one of our own professionals to expedite repairs due to ongoing difficulties with CHW.

10. 09/20/2024: The issue was officially reported to CHW, and an appointment was scheduled for 09/25/2024.

11. 09/27/2024: James Field spoke with Anytime Handyman, who confirmed they were submitting a report to CHW recommending replacement of the unit.

12. 10/01/2024: Laureen Ouma confirmed the appointment with Anytime Handyman was scheduled.

13. 10/10/2024: I contacted CHW, confirming that Anytime Handyman had yet to submit the estimate for the required work.

14. 10/11/2024: James Field followed up with CHW, confirming that wear and tear would be covered under the warranty and that they were working on reassigning the case as soon as possible.

15. 10/15/2024: James spoke with Lorene at CHW, who escalated the claim, indicating a technician would be assigned within 24 hours.

16. 10/17/2024: I contacted CHW, referencing claim #253080575, to seek further updates.

All interactions and service visits have been documented through Hemlane, further highlighting the inadequacies and lack of resolution in this matter. The ongoing failure to properly address this issue has not only caused significant inconvenience but also raised serious concerns about the reliability and accountability of your services.

Additional Conversation from Hemlane Documentation:

The screenshots reflect the following conversations:

• 08/23/2024 at 7:12 PM: Ted Odera acknowledged the initial troubleshooting steps, assuring that a service professional would be dispatched within 24 hours. However, this promise was not fulfilled, and there was no follow-up for over a month.

• 10/15/2024: Lorene, a representative from CHW, escalated the claim and assured that a technician would be assigned within 24 hours, which still remains unresolved.

This series of events highlights a pattern of delays and failure to address a pressing issue.

Key Concerns:

• Lack of Proper Action: Despite multiple visits and escalations, CHW has been unable to resolve a basic plumbing issue after more than two months.

• Repeated Delays: Multiple service providers have been dispatched without resolution. This pattern of mismanagement reflects poorly on the reliability of your services.

• Failure to Uphold Warranty Obligations: As a paying customer, I expect the home warranty to cover necessary repairs. The inability to provide competent service demonstrates a breach of contract and lack of accountability.

Expectations:

I urge you to immediately rectify this situation. I expect a prompt response detailing how Choice Home Warranty intends to finally resolve this matter once and for all.

Thank you for your attention to this urgent complaint.

Sincerely,
Jesus Ramos
Property Manager