Choice home warranty customer experience:
Rev Rinney, Elizabethton, TN
CONTRACTORS BEWARE!! It has been over 30 days since we completed work. Choice keeps saying the check is in the mail – and not politely. This is the rudest, crudest group I’ve ever dealt with. I was interested to see other comments about how rude they are because it sounds almost unbelievable that grown men would yell at a client – BUT THEY DID.
Ronner Jake Alexandria, VA
This Company is a “JOKE”. TAKE THIS CROOKS TO JAIL…….. I have a stackable washer/dryer. In fact, my washer part was the one that broke. I requested for a service and paid the deductable up front. Choice Warranty placed an order to replace the WASHER ONLY which they already knew that Stackable washer/dryer comes in ONE PIECE. They called me and told me that it was backorderd and it will take between 8- 12 weeks to get. They said that they are just going to pay me just little over $100 for the washer. They were not willing to fix it. They said that since the Washer is the only one that broke, that’s the only thing that they will have to worry about. Regardless if it’s in ONE PIECE appliance. They considered that as 2 pieces. This company is B… S…!! They really know how to steal people’s money LEGALLY!!! BEWARE!!! If you can get out of their deal, GET YOUR MONEY BACK ASAP.
Rob, Runtsville, GA
The company sucks. poor customer service: manipulative, they try to find all the possible loop holes in the contract, they question every single documentation, timeliness: infinity, repair: NONE, overal rating: 0.
I wished I could give them 0. I checked and the company is only 2 years old from new york. I donot think they will last for more than 5 years.
The worst thing is that while in contract (paid) you cannot do anything and it seems like they can get away. I talked to a radio station and they said to try to get out of the contract (get prorated amount). Dragging lawyers would not make sense as the amount is small. If possible, try relying on your credit card company as they can get you your money back within few days and they go after the company. Do not use your checking account.
Are you kidding me!!! please ask your inner circle of friends if your comments below are appropiate. It is equally perplexing that you are a “general manager” of a legit business as is this customers “attack” on your firm.
Sherryl Brown is a BRHW customer. She has been with us since December of 2006 and renewed in Feb of 2008. She had 1 prior covered claim before this incident. I spoke with the owner of Carlson Services and read to him this review. He stated she told him it was her water heater leaking so he responded with the Van they use for water heaters. After he arrived, she told him it was the sewer. He can’t fit a water heater and the sewer machine on the same van. He had to go get the other van and yes he was frustrated. He wanted to get the job done for the customer and was delayed because he had the wrong van. He had the wrong van because the customer told him it was a water heater. When he was returning with the sewer machine, the customer called to cancel because she had already contacted someone else to take care of her problem. I have a call in to the customer to discuss this situation with her. She was entitled to call anyone she wanted as sewer mains are not a covered item. That is why I feel this review is improper as it isn’t for a covered claim and she could and did use someone else. It isn’t a reveiw of our Company so much as it is an inappropriate criticism of a non-covered claim which the customer is attempting to “strike out” at us or anyone, because she has a situation that caused her great concern and inconvenience. I’m sure many negative reviews of many companies result from non-covered claims so the consumer chooses to “attack” to gain some sense of power and satisfaction. Warranty Companies have no recourse. Unfortunately for other consumers seeking better warranty companies, it drags us all down. Sherryl is entitled to her opinion. I have called her to discuss this review. She has not returned my call. jfo General Manager, Blue Ribbon Home Warranty, Inc.
Based on the recent experience, it is easy to sign up but you never get a service you pay for!!!! You end up paying for the repair yourself. Do not go with them, it does not make sense. I made a mistake and I hope you will not. they have never paid for the repair. I wished I have never gone with choice.
If you are looking to insure your home appliances then there are several home warranty companies that offer protection plans. American home shield (AHS) is one of the large companies in United States that offer home service contracts. The big advantage with AHS is that its policy coverage begins as soon as you make payment. Other companies are not that flexible and you may have to wait for about a month before you can file a repair claim.
While choosing home warranty policies, do not limit your choices to one or 2 companies. Compare and choose. For example you can compare American home shield with other companies on home warranty reviews site.
Here are some reviews against AHS that might help you:
AHS has saved me thousands of dollars. They replaced my water heater!
Robert Shuller, Tennisse
I put in a claim for my heating unit which they have denied stating it was a preexisting condition which it TOTALLY untrue! They tried to say that the repairman that THEY sent said this as well as a there being a large amount of water on the basement floor..again untrue. I gave them the name of the company who serviced the unit & that it was in proper working order for 2008. I contacted the serviceman who stated that at no time did he make any of the statements made by CHW. I even went so far as to send a written statement by the plumber that at no time did he state that yet CHW is sticking by their claim that this is a preexisting condition. We were told by the manager that we could either cx policy or take it to court & get nothing. He also said that we only had the policy for 4 mths & he found it IMPOSSIBLE that it could just all of a sudden stop working after not being in use over the summer. They will say anything to get you to sign on with them. I have them on tape saying one thing & then claiming something els. DO NOT USE THIS CO! We learned a hard & EXPENSIVE lesson! Should have stayed with AHS. They are picking & choosing what they feel like fixing & if it is too expensive in their book you are out of luck!
For plumbing related information, check out Plumbing Point
I started the contract with this Home Warranty 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
Home warranty is one of the insurance products that is rarely understood by homeowners. While it is true that it provides repairs and replacement costs of appliances, coverage is not always provided. Contract terms dictate that warranty companies can deny repairs caused due to lack of maintenance.
Average household spending on home improvements and maintenance costs are in the range of tens of thousands of dollars every year and in some cases it exceeds the value of the home if you include upgrades. Equipments and appliances typically need repair and replacement services as they age. You can either spend money on repairs or can invest in an alternative form of insurance – called home warranty protection. You can buy home warranty insurance policies to cover repair and replacement costs. Home warranties are supposed to provide an insurance hedge against major home appliances such as HVAC (heating, ventilation and air conditioning) units, plumbing systems, refrigerators etc.
Most of the home warranty companies will have the annual premium rate of 250 to 550 dollars and 60 to 100 dollars service call fee for every incident. Be aware that only certain set of appliances are covered by the policy. For example, most policies do not cover garage door openers, clothes washer and dryer, etc. Homeowner must get familiar with contract terms and coverage before buying.
Aged homes generally need home warranty protection as they tend to have appliance reaching the end of the life and replacement costs will be on the higher end. Most of new and existing homes are sold with home warranty policies as an incentive to the buyer. This is also one of the reasons warranty is overused as a sales utility rather than the actual insurance. For the same reason, home buyers are recommended to have a professional inspector inspect appliances before the closing date. It is NOT recommended to go with the home inspector suggested by real estate agent as it creates a conflict of interest.
Leading warranty companies
Old Republic Home Warranty Review by Randy Burden
1st call to Old Republic was on Wed. September 10, 2008 when I got home and saw that the A/C was leaking from the attic. Chapman Air & Heat (www.chapmanair.com) came out the next day on the 11th. Repair man flushed the drain line and said it was fixed, so we turned the A/C on and when I came home the next day, their was now a lot of water damage on our kitchen ceiling from the A/C still leaking.
So I called Old Republic and they called Chapman Air & Heat to refix the problem. Chapman Air called me the next day (Friday) a few times, and ultimately ended up sending out 2 of their best workers to figure out what was really wrong since their first repair man’s work did not do the job. The 2 men they sent were very helpful and informative. They showed me in detail what was going wrong with the system and were just extremely nice and great to work with. They said they would have to replace the coil and a lot of other things since part of my A/C was made up of ‘fiberboard’ and they would have to replace it with metal.
Although they were extremely nice, they were not able to do any ‘quick fixes’ to keep the A/C working during the weekend, but luckly I was able to ‘rig’ the unit to drip the water into a large bucket.
On Monday, Old Republic Home Warranty informed me that some of the costs associated with the repair were not covered because “the city or state code” was now updated and some things needed to be added to my system to bring it ‘up to code.’ My A/C was fixed on Wed. and the total costs out of my pocket were the $60 service fee and exactly $563: $238 for (Emg. Drain Pan w/Safety Float Switch (Coil)), $225 for (Mastic Seal for Airtight Seams (Code)) and $100 for (Disposal of Old Unit.) I was of course not happy about the out of pocket costs but at least Old Republic covered the large costs of replacing the coil which is over $2000 alone.
All in all, it was a fairly decent experience. Chapman Air and Heat is a fantastic company. They really know what they are doing. As for Old Republic, their customer service agents are Very quick to point out what is not covered before you are even finished talking but they at least held up to their side of the bargain and replaced my coil. Oh, by the way, my house was built in 1993 so the A/C was about 15-16 years old in case you wanted to know.
Old Republic Home Warranty Review by Angie, TX
I have mixed feelings about ORHP. About a year ago, we bought a house that is closing in on 40 years old. It has two water heaters and 3 HVAC units. Our realtor paid for our first year ’standard’ policy; we paid $50 for an upgrade to silver. During the year, we had three calls, but they actually only had to fix one thing…and it was a big one.
We had a water heater that the pilot refused to stay lit. The unit was (as we later found out) a no-name brand produced by a company that no longer exists and it was 17 years old. It also was installed in a way that was no longer up to code.
The plumber called ORHW with me sitting right next to him and put them on speaker for me. They tried to get the plumber to say that it might be under warranty or he could order parts, but he told them no – we needed a new one. So they authorized that and covered the labor. We cut them a check for the $60 call fee and were told that before they would authorize ANY work, we had to agree to cover the costs not covered under our plan. That pretty much included all the stuff to get the installation of the new unit up to code, as well as the permit fee. Total for all that: $590…se we’re out $650 so far. We didn’t shop around plumbers as, when you call OR, you get who you get. We had to take their plumber to get the labor covered under our warranty.
They did come in the next day and install and it was working. It took them several hours, fortunately they billed OR for that. They also were polite and cleaned up. So far, so good. Then the city came out to inspect (b/c of the permit issued) and it didn’t pass. They neglected to do some pretty critical things under code.
We call ORHW and they refuse to intervene AND if they resend the plumbers to do the work they should have done the first time, labor isn’t included (code violations aren’t covered in warranty and they also mention improper installation…even though it was their own contractor choice). Plus they want an additional $60 call fee to come out again. Um, no. So we deal directly with the plumbers. They agree their fault, but charge us 1/2 cost labor and more parts…in for $200 more. Total amount we spent: $790. Total amount spent by ORHW for new water heater and labor to install it: $688 (per their coverage statement).
Considering they have raised the premium to $450 for the standard package and trade calls are now $75/pop…it’s a little unnerving. We probably would have been just as well off to call a repair person ourselves. That said, the age of the house and the nearly continually rising cost of repairs gives me pause and we’ll probably renew. If it were a newer house, we probably would not.
I wish there were better options, but there don’t seem to be. Maybe we need to band together and start a home warranty company of our own. We certainly couldn’t do much worse.
Home warranty complaints – http://www.nj.com/business/index.ssf/2008/03/home_warranties_can_be_a_bad_d.html
Nationwide home warranty review by K Lee
- Customer Service: 1
- Service Timeliness: 1
- Repair or Replacement Service: 1
- Overall Rating: 1
I agree with all the other bad reviews. All the representatives who answer the phone sound the same. Talk very rude if it’s not yelled or hung up. I waited two weeks for a plumbing company to come after countless phone calls. They’ll never initiate arrangement for any schedule. I need to call both Nationwide and the repair company by myself. After another two weeks waiting for the authorization of the repair, Nationwide said I need to provide the maintenance records then they’ll consider if I can get the authorization. My claim item is clothes dryer. The maintenance records need to be done by professional company not by myself doing the clean up every time after the using. I asked the person if she does the maintenance on her dryer. She just coldly said if I don’t have the records then I need to pay from my pocket and this is on our contract. I check my contract thoroughly, there isn’t any clause mentions about maintenance records. I don’t have any more energy arguing with them after almost a whole month fighting. I have to get things straiten out ASAP. So I decided spend my own money to fix the problem.
On 12/5/08, I found 2 charges on my credit card. Nationwide just charged me for 2 of my houses for renew contract without any notice. When I called, the billing person said I have 3 years contract with them. It’s not true. On my contract, it says I have to call them to renew it.
I hate to see other people suffer from the same thing. Nationwide is totally a fraud company. They shouldn’t keep running and cheating other people. I reported them to BBB, Complain.com and FTC (Federal Trade Commission). I also plan to report them to the New York State Attorney General. Please do so if you can. I don’t know if there’s any law can stop this kind of fraud. Hopefully it’ll finally get some attention by the authority if more people report on them.
Review by M Hegde
- Customer Service: 1
- Service Timeliness: 1
- Repair or Replacement Service: 1
- Overall Rating: 1
I purchased Fidelity Home warranty for my home in California believing I am covered for any plumbing failures and any major appliance failures. But I feel it’s just a waste of money. I would have saved myself a few hundred dollars if I had just stayed out off it.
Recently, I filed a service request when I found out; there was water under my kitchen sink. Fidelity sent a plumber, who determined the leakage was due to wearing of sealant around the faucet. My wife asked him to fix it but he refused saying Fidelity insurance will fix /replace the faucet but will not cover any failure due to wearing off of sealant or caulk. He demanded $50 service charge for coming to this conclusion. I was so surprised by his conclusion, that I called Fidelity and asked them about this. A supervisor told me to read my contract and lo and behold, their contract excludes any wear and tear due to failure in caulking. So in essence Fidelity is telling me caulking is not part of plumbing. I can imagine if at all Fidelity replaces a faucet, the plumber they send is not going to put a water seal around the faucet.
Why does Fidelity do this? I am sure they conducted an audit, which showed them that most of the service calls they were getting regarding plumbing was due to failure of sealants or caulking. So they decided to exclude it. What a nice way to deny a claim. On top of it, I cannot even cancel their plan as I already paid for it upfront.
Is it worth buying the policy just for the sake of big appliances? I had another bad experience last year. I have a GE Profile Stainless steel Refrigerator in my house. For some reason, the freezer could not maintain low temperature. I called Fidelity and they sent out a Sears Home technician. He came out and changed a part. Now the refrigerator started freezing everything kept in it. Even milk and food kept in it would freeze. I called Fidelity again. They sent the technician. The problem did not go away. I made nearly 6 service calls, and the technician came nearly 10 times. Every time they give you a six-hour window and I had to take half day off from work to wait for them. I called Fidelity and asked them, why are they not simply replacing the refrigerator as they promise in their contracts. They response, they never promise, they will replace an appliance. They will think of it only when, the total cost of repairs exceeds $1000 for a $1600 refrigerator. Even after 6 service costs, the total cost was only $600.
So in essence Fidelity is telling me it never cares about its customer’s convenience or “peace of mind” as they put it in their ads. The supervisor I talked to never cared about all those half days of leave I had to take from my job and all those $50s I paid for service calls. They were only hoping I will get fed up and replace the refrigerator my self or stop calling them. That’s what I ended up doing in the end. I could not afford to buy another refrigerator but I just started buying milk for just 2 days.
Source: Fidelity Home Warranty