I bought home warranty and I had a claim it was denied do a loophole in there contract that basically let's them denie all claims they sent there own tech out to look at my air conditioning unit he told me that it should be covered due to normal wear and tear.. the company then denied the claim saying it wasn't normal wear and tear... Basically took my money and then they denied all claims this is a fraud and a scam...
Review by Hyway2 years ago
Deceptive Consumer Advertising and Contract Guaranties
As I was purchasing a home in Oct 2015, I noticed that some of the appliances looked older than others. I was advised to purchase a "Home Warranty", and purchased one from Choice Home Warranty because they advertised they would cover ALL appliances, regardless of age as long as they were in working order at the time the contract was put in force.
I called CHW June 12, 2017 to report that my AC had failed during an Oklahoma heat wave (90 degree temps and 70%+ humidity). A certified technician came out the next day, inspected the AC and furnace, took some pictures to complete his report to CHW. He informed me that they would make a determination within 24 hours on whether the unit would be covered by their warranty. However, he also offered to replace the outside unit (condensor) within 24 hours if I would just "FORGET" CHW and let him install it and pay him directly. He predicted that in his experience CHW would not cover repairs and accepting his offer would restore AC operation much faster.
CHW finally contacted me on June 16, to inform me that they WOULD NOT cover any repairs JUST AS THEIR LOCAL TECHNICIAN PREDICTED, because they had determined while the AC Compressor had failed, it had failed for other reasons than "NORMAL WEAR AND TEAR" (article 2A of their contract).
I requested to speak with a certified technician who could explain their decision as the customer service rep could only repeat that they would not cover my needed repairs. Louis promised a certified technician would contact me within 24 hours. THIS NEVER HAPPENED.
I contracted with their local service technician to make the needed repairs, which he did within his promised 24 hours. The needed repairs came to $2350.00. When I called CHW to complain they offered to refund my contract free of $378.00 if I would sign a liability release and SHUT UP.
I do not believe this is fair or honest treatment of CHW customers. I am convinced they routinely DECEIVE their customers, especially after reading the following BBB report from the New Jersey Better Business Bureau:
Final Consent Judgment
The following describes a government action that has been resolved by either a settlement or a decision by a court or administrative agency. If the matter is being appealed, it will be noted below.
June, 15, 2015 NEWARK – Edison-based CHW Group, Inc., which does business as Choice Home Warranty, has agreed to pay the State $779,913.93 including consumer restitution; revise its business practices; and retain a compliance monitor for at least one year under a Final Consent Judgment resolving the lawsuit brought by the New Jersey Division of Consumer Affairs in July 2014 against the company and its current and former principals, Victor Mandalawi, Victor Hakim and David Seruya.
The Division’s Complaint, filed in Superior Court in Middlesex County, alleged that CHW induced consumers to buy the so-called “home warranties” – which were actually service contracts – by stating they offered “comprehensive” coverage. The Division alleged that CHW then used deceptive tactics to deny consumers’ claims, such as denying claims if the consumers were unable to submit multiple years’ worth of maintenance records. As a result, consumers who paid hundreds of dollars for CHW’s “warranties” were required to pay out-of-pocket for air conditioning, refrigerator, or other repairs that were purportedly covered.
The Final Consent Judgment requires Mandalawi, Hakim and Seruya to execute Confessions of Judgment, enabling the State to seek payment from them in the event CHW fails to make the settlement payment.
The Judgment also requires CHW to retain and bear the costs of a State-approved compliance monitor. For up to two years, the compliance monitor will oversee CHW’s, Mandalawi’s and Hakim’s compliance with the terms of the Judgment, all applicable New Jersey consumer protection laws, and CHW’s internal policies and procedures. The compliance monitor will provide quarterly reports to the Division.
CHW, Mandalawi and Hakim also are prohibited from using the following business practices, among others:
Representing that consumers who purchase residential service contracts will never pay for repairs to home systems or appliances.
Representing that they will assign technicians to service consumers’ claims, unless they are able to make such assignments.
Requesting maintenance records or other similar documents from consumers in the initial review of their claims.
They are also required to adopt the following business practices:
Clearly and conspicuously disclose in advertisements that they offer service contracts, which are not warranties.
Disclose that they may make payments to consumers instead of replacing their home systems or appliances.
Provide, upon a consumer’s request, a written explanation for a claim denial.
For a period of one year, resolve consumer complaints within 60 days of receiving such complaint from the Division, or have the complaints forwarded to the Division’s Alternative Dispute Resolution Unit for binding arbitration.
Seruya assets that his affiliation with CHW ended in May 2013. The Final Consent Judgment requires that he notify the Division if he ever operates a business in New Jersey, moves an existing business into New Jersey, or otherwise sells service contracts or any other merchandise in New Jersey.
For more information go to http://nj.gov/oag/newsreleases...
Review by Tehriem3 years ago
Extortion, refused to pay claim promised.
Purchased a home, with warranty. Paid $450 for a year. A/C part broke a month later and they agreed to pay for the work to be done. I called to check on the reimbursement check and they decided they were only going to pay a fraction of what they promised. After hours of time on the phone and repeated phone calls, they finally agreed to pay the amount. I called on 08/16/16 to check on the status and they sent me to a manager in the cancellations department. I told them I was very unsatisfied with the company and how they had been treating us from the initial claim beginning.. Andy the senior manager, said that he was going to withhold the reimbursement check until I signed a release form that stated I was going to keep my mouth shut and not leave bad reviews, or send complaints to governing bodies. This is extortion for my own money. And last I checked this is America and I have the right to freedom of speech. I also have the right to leave a bad review in good faith based on factual instances. This company refuses to pay claims and claims they aren't about making money yet they make any excuse they can to get out of paying. No one should be bullied in signing something to keep them quiet about a company who is doing wrong. The more research I do on this company, the more I see that they are a crooked company and they've already had to pay thousands and thousands in restitution..
Review by Egii3 years ago
They took all money home warranty , i pay all money , when my well pump broke never, send any body just give me claim number and after several weeks i have to get some body from my own and i pay for him.
Review by Alison 3 years ago
not honoring my home warranty
I was contacted by Choice Home Warranty and badgered into buying their home warranty. The sales person was very persistent and he finally wore me down. I told him that I had a home warranty and did not need their service. He gave me the home warranty for half the price I was paying. He also assured me that their service agreement was exactly like American Home Shield.
Several months later I called Choice to schedule a service call for my ice maker on my refrigerator. They sent a service technician out and when he got there he told us that we were not covered and he wanted his money. I called Choice home warranty to complain and question what was going on. They told me that my factory installed ice maker on my refrigerator was not covered because I did not check something on the warranty that I never received. The warranty was all handled on the phone. I was also told at one point that the ice maker was not part of the refrigerator. A supervisor called me from Choice Home Warranty to tell me that I needed to pay over $200 for the service trip. When I pointed out that they sent their tech to my home knowing that they were not going to cover my ice maker they should have told me that on the phone. Also; the technician never even touched my refrigerator and wanted that kind of money. I told the supervisor that I was not paying them one dime. He agreed to pay half if I would pay the other half. I again told him I was not paying one cent and I did not.
A week later my HVAC unit started freezing up. I called Choice Home Warranty. They sent a company out to check my unit out and the technician said that the unit was out of Freon and that he refilled the unit, which is against the law unless you repair the leak first. By the next day the unit was freezing up again. I again called Choice Home Warranty and they sent the same company out to my home. The technician condemned my unit. At that point Choice should have replaced my unit free of charge like other home warranties do. The owner of the HVAC Company called me personally to tell me that my unit was condemned but that he knew Choice Home Warranty was not going to honor the contract and replace my unit. He told me that he had worked for Choice for over 2 years and that they had NEVER replaced a unit. He said that they would look through their contract to find small print in order to not have to honor their commitment. Choice then called me and said word for word what the HVAC owner had said to me.
I argued and called them many times. Eventually I was told if I would sign a contract I could get all of my money back except the charge for the Freon. They sent me the contract which I have. In the contract I had to promise to never say anything bad about their company. They wanted me to lie. I also had to promise to not seek legal advice or contact the BBB. I refused and told them that I felt like I was being black mailed and bought off and that I would never lie for their company for any amount of money.
Review by Duenas Kleczkowski4 years ago
Potential SCAM!!! Others Should Know About This.
I was inquiring about a CHW (Choice Home Warranty) online and they called before I even finished the online quote request. When the agent gave me a price, I said I can’t buy it right now and he hung-up the phone while I was still talking. Potential SCAM!!! Others Should Know About This.
Review by TeleTop Gliedman5 years ago
Refusal to replace leaking water heater
Choice Home Warranty is a SCAM. My water heater had a water leak at the bottom of the heater and flooded both my garage and bathroom next to the garage. I waited three days for Choice Home Warranty to replace my water heater, but instead I received an email. When I called them, they informed me that the water holding tank in the water heater was not covered. WHAT ? Isn’t the holding tank part of the water heater ? STAY AWAY FROM Choice Home Warranty. It’s a SCAM. I had to buy a new water heater from Lowe's, and pay for the installation for a cost of $1,200.
Review by JMartini Lokmane5 years ago
replacement not covered
Onset of contract all repairs would be fixed or replaced. not that this part and that part are not covered,but at the discretion of the technician that the appliance could be or not be fixed therefore a replacement. Ok water heater is leaking etc. technician of their choosing said water heater needed to be replaced. choice home said they would not pay for a replacement..just renewed the policy . will definitely cancel as they did not tell the truth.
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1090 King Georges Post Rd