Complaint Review: Choice Home Warranty

 I have a Home Warranty through Choice Home Warranty. On July 11, 2013 I noticed the temperature of the Refrigerator was 56 degrees and the freezer was 47 degrees and the food began to defrost. I contacted Choice Home Warranty to request a service technician. They sent me the name and phone number of the service technician, So Cool Solutions. I contacted So Cool immediately and the technician informed me he was out on jobs most of the day and would get back to me before the end of the day. At 6pm he called me back and asked for my information. He said Choice didn't send him the work order yet. I sent him the email I received from Choice and because it was my refrigerator he said he would come out. He arrived and at the completion of the service call at 8:45 pm he informed me that I needed a new compressor. He said it was grounded. He submitted his report to Choice on Monday morning and he called them upon their request. I called them on Monday and they said they had no record of the report from the technician and it will take 1 day to get in their system. I called Choice on Tuesday, July 16 and was told that they would not cover it because my contract states no leaks. My contract indicates that it covers any integral part of the unit. A compressor is an integral part of the unit. I informed them that it wasn't leaking but they told me the So Cool contractor said it was leaking freon. I called the contractor and he said he did not tell them it was leaking. He said he told them I needed a new compressor. He also told me he would testify in a court of law. I contacted Choice and asked them if I could get a second opinion from another technician. I was told yes but at my own cost. I paid $185 for a new contractor to come out to provide me with a new diagnosis. He specifically indicated there were no leaks and no valid reason for the compressor to fail! I faxed the new invoice to Choice which specifically says there are no leaks found in the compressor of any kind on July 17, 2013 at 7:58 am. I called them at 11:00am to make sure it had been received and I am told it is not on my account and maybe I should email it. I sent the email and it was read at 12:58pm. I called back at 4:00 pm only to be told it takes 1 day to upload to my account. It is now one week without a refrigerator and I have small children in my house. On July 18, 2013. I spoke to three customer service representatives before I finally asked to speak with a supervisor. I then spoke with Jamie, Customer Service supervisor. She informed me she would speak to a manager and call me back. She called me back and tried to offer me a buyout of $400 for my refrigerator but I had to promise not to file a small claim. I told her my refrigerator cost $2499 and that I couldn’t even get it fixed for $400. She then transferred me to Alex Rubino the Manager of the Edison Office and he instructed me that my claim was denied to "not normal" wear and tear. I asked him to define "not normal" wear and tear. I instructed him that the refrigerator was only 5 years old and my husband performed the necessary maintenance of Cleaning the condenser coils by using a vacuum to remove dust build up from the coils twice a year. He also cleaned the drain hole and drip pan and I personally cleaned the drain pan. I instructed him that is why I purchased the policy to cover my appliances. He then said he would give me the $400 towards my repair and that was it. He then hung up on me when I told him no. My refrigerator cost $2499, a comparable one is on sale for $2099. I am not expecting them to provide me with a new refrigerator but the least they could do is honor the contract andthe cost to fix it. The two estimates were both well over $600. I willbe filing a small claims case against Choice. Alex Rubino is the rudest man I ever encountered in customer service and he should be fired or something else I can't mention. If he was rude to you. Let him know - Alex@ChoiceHomewarranty.com