I started the contract with Choice Home Warranty (choicehomewarranty.com ) on 10/27/2008 covering HVAC and making onetime payment of $344 for the contract lasting one year. On 12/02/2008 2 units (furnaces) stopped working. I contacted Choice with repair request. The technician was sent on 12/03/2008 to do the diagnosis – control boards needed to be replaced. Choice refused a repair without additional documentation. The following documents were submitted:
• home inspection report done upon purchasing the property
• diagnosis/checkup of the HVAC systems done on 07/27/2007
• repair and checkup of the HVAC systems done on 06/26/2008
After many phone calls and 14 days with no heat, the customer representative from Choice: Ron Stillwater stated that the repair could not be cover because:
• “it is odd that two of the systems fail in the same time”
• “there is no date on the document from 6/26/2008” even though it is printed
• “there is no signatures on the receipt from 06/26/2008” even though is states on the receipt that it is a electronic invoice and the authenticity can be proven by contacting the company that did the repair/checkup service on 6/26/2008. Ron Stillwater stated that “no company will be contacted”.
• “there are many inconsistencies in provided documentation”… with no additional comments provided.
I need to add that dealing with this guy (company) was the worst customer service experience. Imagine rep. screaming, inventing stories that do not add up…. “the management needs to review your files…” and than 5 sec. later ”oh….it just popped up on my screen that your claim was denied…”. I asked for the manager many times but never no one was available. He was accusing me of taking long time sending the documentation where in fact they (or he) were not replying to my faxes, emails and phone calls. The faxes were being lost and I had to resend the documentation. I felt like it was really immature, irresponsible, unprofessional, ripoff one person shop.

OH, how I wish I had read all of the complaints about this company before buying a year policy. It's worthless! They basically decline any claim as "existing condition" or "lack of maintenance." Then, if you request cancellation, they charge a $200 cancellation fee. What a ripoff! Steer clear of these guys-they're a scam!

A week ago my furnace started making loud noises and I called my home warranty company National Home Protection (NHP) to have someone come out and fix the noise. NHP sent out a Furance Technician who looked at the issue and decided that the bearings were going bad within the Furnace motor/blower and the motor/blower had to be replaced. The technician called NHP and after discussing the issue with NHP came in and said that they would need maintenance records for the furnace before approving the repairs.

I just bought the house 2 months before and have had no maintenance on the house utilities; so, as a substitute they said I should send in the Home Inspection documents to include everything regarding the furnace and the page before and after. I faxed in the documents, called to ensure they recieved them and was told I would hear back in 24-48 hours. After 1 week I called them to find out the status as they did not call me as promised, only to find out that they had denied the claim because 1) there was not proper maintenance records and 2) the furance was not inoperable, they only repair things which are inoperable and not things which are broken, but yet working in a reduced capacity.

This is my second claim with NHP the first took 1 month to fix a water heater which the thermostat was broken after going through about 4 contractors.

This company has terrible service and makes it a practice to make repairs difficult or impossible to discourage payouts. Fortunately spring is here and I don't have to worry about my family freezing from the furnace issues, but will now have to pay $500 out of my own pocket to get the repairs - not to mention the $45 I had to pay for the initial contractor to review the issue.

Please stay away from this company and find a Home Warranty company which is more reputable.