To ChoiceHomeWarranty - Jay Moss - I like many others am in the middle of a dispute with your company. I have emailed you at the address you provided to us in an earlier post and have not heard back from you. I have also put in numerous calls to a supervisor with your company, Sam Patel, with no response.
In my case our warranty was canceled the day after we filed a claim. The reason was for non-payment. The payment was being billed to a credit card that expired and was replaced by our credit card company this month. We received an email from your company stating that our premium was past due. (This was the day that our premium is due) We received the email at 10:30am, at 4:45pm that day we called Choice Home Warranty, updated the credit card information and made payment by phone. The woman that took the payment assured us that the payment should post the following day and the policy would be reinstated. When we called the following day we were advised that the warranty had been canceled due to non-payment and we would need to request reinstatement in writing to be considered for further coverage. In addition our current claim was denied. I explained that the email we received stated:
"To make sure you won’t be without home warranty coverage, please ACT NOW! Keep in mind; when your Choice Home Warranty account is past due, you may be responsible for all repair costs that arise. Please contact our customer service department toll free at 1-888-531-5403 to update your payment information."
I was under the impression that responding within six hours of notice on a business day was pretty good response time. The manager on duty, Troy McDermott, advised me that he did not make the rules and that there was no coverage. I spoke with your manager on duty, Troy McDermott, again the following day explaining that I filed the claim before the warranty was canceled and made payment within hours of being notified. He advised that there is no coverage for policies that are not in force regardless of the date of the claim and insisted that they had not processed the payment. I reviewed my statement and it appears that you have not processed the payment. I can think of only one reason that you wouldn't have excepted my payment.
I have a two yr old girl, a 5yr old boy and a wife with heart conditions that could be adversely affected by the lack of air conditioning in our home. Your technician stated that the unit needed to be replaced. This is why someone like me purchases a home warranty. James, please help us clear this up so that I don't have to go the same route as so many others seem to have gone with Choice Home Warranty. Account # 257059835

I tried to cancel the contract, as the contract indicated that you can cancel at any time. When I called, I received the runaround several times and some fluke manager, Jim Reid, indicated that I can cancel but had to sign a waiver before cancelling so that I would not go to the Better Business bureau. This company initially said they could cover my heating system and they couldn't. They get your money tied into their company and they do not honor what they put in writing. PLEASE DO NOT USE THEM!! The manager is extrememly nasty and tries to make you go against your civil rights as a customer!!

The plumber assigned had not called after 2 days of the claim being reported. I called but did not get a return call. I thought, hey, they get busy, let me see if Choice Home Wrrty has another plumber they can assign quickly. I took the opport. to refer them to a plumbing co. who had serviced my claim while under a prior Wrrty co. It turned out the plumber was not yet with CHW but had his sign-on papers ready to go and was just waiting for callback from CHW anyway.

The plumber diagnosed the issue, communicated it to CHW. I've had good results with this plumber in the past with & without a wrrty co. so I felt I could rely on his assessmt.

Apparently he did not like the way CHW reacted to his report, and how he detected the customer was gonna get scammed by CHW. The plumber told me I need to request another plumber since he was pulling himself off from CHW, due to long paperwork wait, and CHW did not seem to have service for the customer in mind. He cautioned me to switch wrrty co, what's gonna happen if your water heater leaks, they gonna make you wait while water damage continues in your home?

Refrigerator - denied. It seems to me if the appliance is not (brand) new, they will not replace it. Meaning they will cover only if the unit is new, which is a moot a point, since it should still be under manufacturing wrrty. Their authorization group seems very creative in coming up with excuses why they won't cover the unit.

Don't buy a policy from Choice Home Warranty. They will run you thorugh document hell and not provide you service if your repair is beyond a simple repair. They were fine until I had a large problem that would cost them over $100, then the asked for records that went years back beyond the contract period...even further than my home ownership. Their goal was to shut me down, make me pay for the repair myself in hopes I would just go away. If you waste your money on one of their Warranties, you are throwing your money away!!!