Complaint Review: Choice Home Warranty

Brief explaination

On June 25 2015, i contacted Choice home warranty & filed a claim for our main AC unit. On June 29 2015, Empire Mechanical came out to evaulate our AC unit, invoice#5234.  Empire found, unit relief valvue on compressor going off for no reason & needs a new compressor. Empire also completed a diagnoses sheet reflecting the type of our ac unit, the ac unit was properly maintained, filter condition clean cause of failure is, found that compressor relief value is going off even though pressure are normal. Condenser is clean. Need to replace compressor. Per Choice home warranty, homeowner user agreement section D4, compressors are covered. On July 3 2015, i filed a complaint with the Nevada Division of Insurance against CHW for failure to get our AC fixed in a timely manner.  On July 30 2015 at 845AM, i contacted CHW & spoke to several people.  The last person i spoke with was a supervisor, Regina.  Regina stated, the claim is on hold due to lack of maintenance.  On July 31 2015, i filed a complaint against CHW with the New Jersey Better Business Bureau.  On July 31 2015 at 1030 PM, i called Tracy M that works for CHW at 732-243-5964 & left a detailed message with my phone number so she could reach me.  As of today, Tracy M has never called me regarding this complaint.  Per CHW user agreement, item L cancellation states this contract shall be non-cancelable by us except for.  Also in section G mediation, Tracy M failed to mediate this issue per CHW guidelines.  Now, Gale from Empire Mechanical said that this was caused from normal wear and tear.  Now, on 8-13-2015, i went onto the NewJersey BBB website to check on my complaint against CHW.  I found that CHW responded to my complaint.  CHW stated, on 7-7-2015 CHW spoke with the service provider and he explained to us that the compressor had been previously replaced and now the compressor has an internal failure causing the unit not to cool.  It was explained that the failure is a result of a lack of proper maintenance. Per our policy, CHW does not cover units that lack proper maintenance.  Please see section F limitations of liability.  NOW, as i state before, Empire Mechanical sent CHW a diagnoses sheet that reflects that our AC unit was clean, condenser was clean, filter was clean.  CHW lied to the New Jersey Better Business Burueau and i have the documents to prove it!

CHW can not be trusted & everyone must do their research on CHW prior to calling them for a warranty company!