Complaint Review: Choice Home Warranty

We had a plumbing leak that damaged wood flooring in one room and three closets.  CHW sent a plumber who identified the issue as a "leak under the slab".  CHW denied coverage due to their under slab plumbing clause.  We shelled out $1700 to have the diagnosed problem "fixed."  I then rented and operated a dehumidifier for a week before repairs.  Ten thousand dollars later our dry wall and flooring was replaced. 

Seven months later we discovered that behind a couch water damage had occurred again.  Additionally, under items in the same three closets water damage was also evident.  Now we noticed that the water leak was spreading to the master bedroom and wood flooring was again buckling.  We called CHW and a different plumber came out.  After three visits without a leak detector, that was denied by CHW, the plumber left and said he'd call CHW.  Before he did he said he'd have to look inside the walls.  Sheetrock again was cut out to find moisture and mold.  I called CHW who said they would not send him back since the leak was in the slab.

At this point we called a plumber who was recommended by the HOA.  In 10 minutes he found the problem in the half bathroom between all the rooms.  The toilet had been leaking due to a faulty wax ring and flange.  Three hundred dollars later the problem was fixed with a one year warranty.

 I called CHW explaining the discovery and damages that had caused further damage.  They asked for an invoice, I emailed it to them.  A week later I received a claim rejection from the representative, adding that a flange is not covered in the contract.  My appeal was that the flange was fine initially since it had never been looked at, and as a result the continued damage had occurred.

CHW would not take that into account.  I pointed out that the contract states "our focus is on quality... ensuring quality work from our contracted technicians."  All CHW service vendors are pre-screened... Performance is constantly monitored... Your satisfaction is our biggest priority."  None of my interactions displayed that.

CHW went on to say that their Vendor Relations Department in New Jersey "sometimes goes to the state to monitor services."  This led me to believe that the two plumbing companies in Texas had never been vetted for competency.  CHW would neither confirm nor deny my assertion.  CHW keeps denying responsibility and rejecting legitimate customer concerns.