Public Mediation

choice home warranty-Dispute-#8315017

P. A. vs. Choice Home Warranty
2147 State Route 27 Fl 4, Edison, New Jersey, 08817-3365, United States
Amount Involved: $965.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Choice Home Warranty
    • Claimant Seeks: View.
    • Claim #: 8315017
    • Amount Involved: 965.00
    • Filed On: Aug 06, 2011
    • Posted On: Aug 21, 2011
    • Complaint(s):
      • "I just feel ripped off."
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"i tried calling Choice Home Warranty (chw) on the weekend and it took awhile to get through on their 800 number. once i did get through to chw, on three separate contractor's phone numbers the contractors said they no longer serviced chw customers because of lack of payment by chw. i finally got in touch with a plumber on the following monday.shortly thereafter i got a call from chw notifying me that the waterheater was not covered. when i spoke with the plumber, who eventually did the job at my expense, he said that chw asked him questions about the waterheater that seemed unusual. such as is there rust in the waterheater, the plumber said waterheaters normally rust since it is in contact with water from day one. it seemed that chw was reaching for any reason to disqualify me from coverage. this was very disheartening since the reason i signed up for home warranty was to cover exactly what occurred. i should have save my money and just plan on covering the repairs myself."
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What Claimant Wants Hide
1. Compensation: water heater plus labor Aug 21, 2011 $965.00
Cash total : $965.00
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "To Whom It May Concern:

    Please accept this letter as a response to the above referenced complaint. The details of these situations are not representative of the normal Choice Home Warranty customer experience and we sincerely regret our customers’ frustration and discomfort. We are grateful to receive this feedback, and in each situation, we’ve worked with our customers to reach resolution.

    We are committed to providing a positive customer experience and doing the right thing for all our customers, contractors and employees. We take customer feedback very seriously. Among other things, it’s an important component in how we rate our contractors.

    The above consumer purchased a home warranty contract for the term of one year. Choice Home Warranty provides home warranty service contracts on the systems and appliances within the customer’s home under the terms of our User Agreement. We encourage all customers to read and understand the coverage offered by CHW.

    The consumer placed a claim for the hot water heater on 7/31/2011. Choice Home Warranty assigned the job to ALPHA OMEGA DISCOUNT PLUMBING & DRAIN SERVICES. Upon diagnosis, the Service Provider stated that the tank is leaking and needs replacement. CHW does not cover the main, holding, or storage tank of a hot water heater. The claim has been denied based on the following contract exclusions:

    IV. COVERAGE (COVERAGE DEPENDANT ON PLAN)
    6. WATER HEATER (Gas and/or Electric)
    INCLUDED: All components and parts, including circulating pumps, except:
    EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.

    At Choice Home Warranty, our focus is on quality... providing quality home-warranty products to our customers, following up with quality customer service when our homeowners contact us, building quality business relationships with our contractors, and ensuring quality work from our contracted technicians. We do not and have not ever encouraged contractors to deny customer claims.

    In addition to evaluating customer feedback, we continually evaluate our contractors’ performance, responsiveness, cost, and other factors to ensure these partnerships are fair and beneficial to all parties involved: our customers, our contractors, and our company.

    Choice Home Warranty was in full compliance with its terms & conditions. If you have any questions or concerns, please feel free to contact me at 1-888-531-5403 ext. 8248.

    Sincerely yours,

    Troy McDermott
    Customer Service Manager
    Choice Home Warranty
    "

This claim will remain posted until resolved.

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