Choice Home Warranty

I recently had my AC rplacement claim declined by Choice, The technician said that the compressor shorted to ground and because the unit was 30 years old it should be replaced. Choice chose to reject the claim based on rust and corrosion that the technician said was typical and would be expected on a 30 year old unit. I appealed the decision and according to the adjuster, Chardonic Odan, The unit failed because it was 2 lbs. low on refrigerant and was leaking. This is not what the technician told me he reported to Choice. The unit was working fine the previous day and he could not get it to start because it kept blowing fuses. He told me it was impossible for him to report any refrigerant level because the compressor needs to be running to test it. He said there was no indication to him that it was leaking. I asked him to send me a copy of the questionaire he sent to Choice but he could no longer access it because the claim was closed. He did send me an invoice with his diagnosis which says the short was a result of normal wear on an older unit. It says nothing about refrigerant levels or leaks. I asked Ms. Odan to send me a copy of her report and she refused. She kept going back to your rust and corrosion exclusion. It sounds to me like someone at Choice based on a picture was looking for a way to reject the claim because the technician says he thought it should have been replaced. He said all older units will have some level of rust or corrosion even when properly maintained. I was asking for some reasonable offer from Choice and was offered an insulting $300, which I refused. I asked Ms Odan to speak to her superior and was told she was the final arbiter. I then told her I felt that Choice is falsely advertising that they cover units regardless of age when they know they can invoke the rust exclusion on almost all old units. I told he to immediately cancel my policy and if another penny was drafted from my account, I expect a check for $4000 to cover my new unit. I left American Home Shield to try Choice and I made a huge mistake in doing so. You have lost a customer and I will tell everyone about my horrible experience with Choice. You probably could have kept a customer if you had made a reasonable offer.
James Saul
22 Rapids Court
North Augusta, SC 29841
[protected]
account [protected]

Warranty with your company

My dad is veteran and had the pleasure to speak with one of your case manager today. He is 84 years old and said to me that he has never been so disrespected the way she spoke to him. Claim [protected] we have been trying to get your company to someone else out to my home to handle a plumbing problem that is clearly inside the wall next to my water heater. That could be from the upstairs bathroom. But your rep Bre will not send out a guy with a leak finder to locate the leak. Please contact me at +[protected] or my dad Joe Myers at [protected].

Short and sweet= 2 accounts open by mistake, both for $380. which was suppose to be paid month $34. I was assured 1 account to close and the other also closed minus the monthly payment. I was also assured an email stating these trans actions would be sent to me, (Nothing) Finally receive $345. minus monthly payment, On the 1st another monthly payment taken out. And now I received the other $350, minus a monthly payment, that is 3 monthly payments in 2 months and still don't know when is my first monthly free start. Can someone please explain this to me?

I requested service on my AC unit. They sent out a local company who cancelled list minute. Another company was sent out. They condemned the unit stating that the refrigerant line was blocked. Unless the contractor has X-ray vision how could he determine it when the compressor would not start ? Then on top of that they requested preventative service records, so I had my LICENSED CONTRACTOR send a letter stating that the unit was properly maintained. That was not good enough and they won't tell me what is acceptable. STEER CLEAR OF NO CHOICE HOME WARRANTY...

I am sure the information and lack of response for repairs on the part of Choice home warrantee listed below says it all. Our family's health has been directly effected as a result. I am extremely unsatisfied and expect a call from someone in a role of supervision from Choice to address these concerns, complaints and contact us ASAP.

Claim Details
Claim Date:
06/22/2018
appliance
Air Conditioning
Units
2
Issue
Not Cooling
Last Time Working
06/21/18
Last Filter Change
06/01/18
More Notes
Fan blowing but no cooling or A/C.
Claim Status:
Appointment Set
Claim Updates
CHW Representative:
(06/22/2018): Is there an update on this claim please ? There areas of the house are over 90 degrees.

(06/23/18 12:34 PM) Symone OConnor: Thank you for your email. Please be advised we are diligently working on locating a technician in your area.Thank you for being as valued customer of Choice Home Warranty. THE CHW TEAM.

(06/23/2018): I just wanted to confirm since we never heard back from a repair technician . To verify you have the right contact number it is [protected]. Thanks and hope to hear back soon.

(06/25/2018): We submitted this claim for no A/C three days ago and have had no responses form any repair service. It is well over 100 degrees daily and intolerable at this point. Please explain the delays and give us a service tech ASAP.

(06/25/18 12:49 PM) Jessica Exilus: Thank you for your email. We apologize for the delay. Please be advised that our dispatch department are diligently working on getting a technician to assess your unit. At times or technicians are overloaded with work. Once a technician is assigned you will receive and email with the technicians contact information. Thank you for your patience.

CHW Representative:
(06/25/2018): S & S MECHANICAL CONTRACTORS has been assigned to your claim and an appointment has been scheduled for Tuesday June 26th, 2018 between the hours of 03:00 PM and 08:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for S & S MECHANICAL CONTRACTORS is [protected]. Upon the technicians arrival you will be required to pay a $45.00 service call fee.

CHW Representative:
(06/27/2018): I have no idea why I received a message stating that my claim status had a missed appointment . That is simply inaccurate. A technician from S&S mechanical came to my home as scheduled and I met with him at that time . Unfortunately the service call went bad with the tech creating a conflict causing me to talk to his supervisor to resolve. I explained that the tech was argumentative and basically just trying to sell me new A/C units and not addressing my needs for the repairs. The supervisor was professional and courteous but the entire experience was upsetting and unfortunate. We have waited four days with no A/C in over 100 degree heat in our area. I must admit at this point I am disappointed in the service and lack of follow up to our repair needs. Please have someone contact me by phone if you have questions regarding this matter.

(06/27/18 11:45 AM) Danielle Hyppolite: Thank you for your email. We apologize for your experience and have forwarded this to the appropriate department.

CHW Representative:
(06/30/2018): I would like an explanation as to why we have gone over a week with no follow up repairs to our A/C unit under this submitted claim. We had a very negative experience with the original service company that was rude and argumentative and came out seemingly only to try to sell us new A/C units. I am sure this is reflected in our account notes. We have never had any follow up service or contacts since we brought these concerns to your attention. I has been in access of 100 degrees daily and portions of our home are intolerable due to the heat levels. Please schedule this repair ASAP and give us a status update on when we can expect the service.

(07/01/18 12:49 PM) Ashley Turner: Thank you for your email. Please be advised your claim has been sent to our dispatch department to secure another technician. We apologize for any delay this has caused. Thank you again for your patience and for being a valued customer of Choice Home Warranty.rnrn

CHW Representative:
(07/01/2018): ICY HOT HVAC LLC has been assigned to your claim and an appointment has been scheduled for Monday July 2nd, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for ICY HOT HVAC LLC is [protected] VALERIE. Upon the technicians arrival you will be required to pay a $45.00 service call fee.
CHW Representative:
(07/02/2018): I talked to a representative today and they said this had never been confirmed as scheduled for today. Can you please confirm with them and update us on the status?

(07/02/18 07:52 PM) Magdalena Trinidad: Thank you for your email. Please be advised your claim is in our system for a technician to pick up your work order. Once a technician has been assigned to your claim, you will be notified with an email and automated voicemail. Thank you for your patience and for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/03/2018): Can you confirm that we have a scheduled appointment set with Icy hot HVAC LLC. I got a message from Choice first saying they were scheduled to come between 11 and 3 yesterday and they never showed up . Now I am told it is scheduled for repairs now for tomorrow ( Wednesday 7-3-18) . I need the confirmation so I can take off work to be home and available. We have gone 11 days with no A/C and these repairs are critial, Please confirm the appointment with this company for tomorrow and let me know.

(07/03/2018): Please explain why it has been reassigned. We had a scheduled appointment set with Icy hot HVAC LLC. for repairs for tomorrow ( Wednesday 7-4-18) between 11 and 3:00. We have gone eleven days with no A/C in over 100 degree heat. We need repairs ASAP. Why has the appointment with Icy Hot company changed ?

(07/03/18 12:41 PM) Shiniqua Branch: Thank you for your email. We apologize for any confusion. Icy Hot will be servicing your claim and will reach out to you to confirm an appointment time. Thank you for being a valued customer of choice home warranty.

CHW Representative:
(07/03/2018): ICY HOT HVAC LLC has been assigned to your claim and an appointment has been scheduled for Wednesday July 4th, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for ICY HOT HVAC LLC is [protected] VALERIE. Upon the technicians arrival you will be required to pay a $0.00 service call fee.

CHW Representative:
(07/04/2018): Is this company still scheduled to come today as scheduled ? They said between 11 and 3:00 and we have had nobody show up or call.

(07/05/18 06:35 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/04/2018): Can you contact them to see why they are delayed and ensure they are still coming ?

(07/05/18 06:29 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/04/2018): I have called and left messages with no response

(07/05/18 06:35 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/04/2018): No call no show

(07/05/18 06:36 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/05/2018): Why have I had no responses to this claim. The company was a no call no show. We need the A/C repaired ASAP. We have been without cooling for 12 days. [protected] is our contract number

(07/05/18 06:35 PM) FS Martin Lyle Cabalfin: Thank you for your email. We have updated the claim with the information. Thank you for being a valued customer of Choice Home Warranty.

CHW Representative:
(07/05/2018): Listed as an appointment set but the company was a no call no show. Please schedule these repairs. My wife's health is suffering from the continued heat and high temperatures in our home.

(07/05/18 06:33 PM) FS Martin Lyle Cabalfin: Thank you for email. We have updated your claim to new appointment day/time. We apologize for any incovenience we might have caused. Thank you for being a valued customer at Choice Home Warranty.

CHW Representative:
(07/06/2018): New appointment day / time. When and what does that mean exactly ?

(07/06/18 02:39 PM) FS Johneil Hernandez: Thank you for your email. There is no new appointment date/time yet. It appears that we are still waiting for the new technician to be assigned to your claim after couple of attempt to submit a request. Our records indicate a reimbursement was previously offered. To review please click: http://news.choicehomewarranty.com/q/rl00lixa4cM720X_P0KIWthJwLtKlNJBHJEZcOJbWFybGFAY2hvaWNlaG9tZXdhLcnJhbnR5LmNvbcOIJIs2P9KgdZHOxgKvcXPBry2NMg . If you would like to take this option, please let us know. We have also raised your concern to the appropriate department to check for further option. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/06/2018): We are still in need of repairs.

(07/06/18 02:41 PM) FS Johneil Hernandez: We understand you are still in need of repairs and we are still checking for further option. Please refer to the our response prior to this. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/06/2018): ? any status updates

(07/06/18 02:43 PM) FS Johneil Hernandez: We are acknowledging this email and confirming there is no update yet but we are still waiting for one. Once update is available, you will be notified shortly. Thank you for being a valued customer of Choice Home Warranty.
CHW Representative:

(07/06/2018): ICY HOT HVAC LLC has been assigned to your claim and an appointment has been scheduled for Tuesday July 10th, 2018 between the hours of 11:00 AM and 03:00 PM. Please make sure someone is available at the covered address at that time. For your reference the phone number for ICY HOT HVAC LLC is [protected] VALERIE. Upon the technicians arrival you will be required to pay a $45.00 service call fee.

Kirk Guier
(07/06/2018): This company just called and said it is scheduled for another date and time . This is simply another example of a breakdown in communication on your part with the contracted companies I have to take off work to meet with these repair techs. Clarify your details and give a set date and time for service.

I called Friday, May 18, 2018, to sign up for coverage. A man by the name of Ralph answered the phone. After he explained the details he asked for payment of $33.75. I purchased a Walmart gift card and sent the payment of $33.75. He also said if I wasn't satisfied I had up to 30 days to cancel, and a refund of $33.75 will be returned to me. I called and Cancelled several times: 1st-spoke to Melvin on 5/22; and 2nd-spoke to Ryan on 5/31. Called 6/19 to Confirmed if a cancellation was processed. Melvin said that refund takes between 7-15 days. He said it was processed 6/1. Please send me my refund of $33.75.

Thank you

I WAS a new customer to Choice. In the 8 months since joining, I have submitted two claims- one for a water heater and one on an AC unit. Both were denied. The customer service on the 1st calm was pretty good- timely, polite and I understood the denial. The second claim on the AC unit was TERRIBLE from day one. I had to find my own tech (which I understand) -- no return phone calls, I submitted emails to link and no return contact. My tech submitted pictures, as requested, and no response. Finally after 18 days, I called in and after 2 hours on hold, I got thru. The nice woman on the phone explained they showed no record of pics being submitted but she would put me on hold and look into it. It was 4:45 p.m. She came back on and said, well the pictures are here but have not been viewed. I will expediate this claim and someone will get back to you. Well within 15 mins I got a form letter saying : Sorry - Denied. 15 mins! Now really.
I had 2 tech companies out to diagnosis, which I paid for. If Choice is just going to routinely deny claims, why put your customers thru this. I called the next day to cancell policy and this very nice agent convinced me that I needed to file an appeal and just have the claim viewed by a case manager. WOW- that was an experience. As a former school superintendent, when something reaches the stage of a case manager, it usually with the intent of having a fair minded person reevaluate and listen to the client. Not the experience I had. It took most of the day to connect with Tanisha, which I understand she was busy with other claims. By the time she called me in the evening, I felt like I was subject to the frustrations of her day. I found her tone hostile and basically she was telling me - the claim has been denied- no if ands or buts- so why did I even waste my time filing the claim. She basically just read the denial email that had been previous;y sent to me. I do not call that a fair reevaluation. I cancelled my policy, after Tanisha tried to "fairly" convince me that I had already pd for the policy and I might as well just leave the policy intake until it expires. She told me there would be no "refund" of the unused portion of the contract life. I told her I did not care- please cancel because as far as I was concerned I had no coverage anyway. Okay- then I get a follow up email saying my policy has been cancelled and I should receive an applicable credit of fees within 15-30 days. I'm exhausted dealing with the back and forth. I just feel like the customer service has not been of quality, and the basic contract seems to exclude almost anything that I would need coverage on. Greatly disappointed.

I am a licensed certified HVAC contractor in Alabama. This company is a fraud! They owe me money for work performed and refuse to pay! It takes over an hour wait time to get someone on the phone and they deny legitimate claims! I accepted 13 jobs from this company and they denied 12 out of 13 claims! Legitimate claims from customers that need their A/C repaired! My last conversation with them said they would send me a check in 365 days from now!

I am filing a class action lawsuit! Anyone who reads this and has been done wrong by this company, please call and join me on this class action lawsuit! My direct number is [protected].

this company will not pay for ac repairs, they will come up with a reason not to pay

I got a house May 2017 and had everything in the house repaired, AC included, home was inspected and AC and heat worked Feb 2018, called choice warranty because it wasn't working in I think May, and they turned down the claim saying it was on going problem

first of all how is it a on going problem if I just got the house?

I even showed them receipt I had work done

it was working fine Feb 2018 when it was checked

they say they pay for old items that's a lie also

60 crystal river drive riverdale ga
[protected]
I paid the claim can I have my money back

Two scheduled appointments, (06/07/2018 & 06/10/2018) with two different contractors for chw did not keep appointments for a/c repair. Temp in house over 95 degrees and I have a son with asthmas and chw did not follow up to inquire about service. I received a email stating I missed the schedule appointment, on the seventh of june I was home from 02:00 pm until the 10:00 am the 8th and all day on the 10th. I can't wait any longer for service, it's summer time in georgia.

I called Choice when my A/C was not blowing cold air. The technician was a no show the first time after I closed my business early to meet at the scheduled time. He finally came on Saturday. He said he needed to perform a leak test. He called to get approval after 2 hours on hold they said they would not pay $126 for the test. After he left I called back and complained and they finally agreed to pay all but $26 for the test. The tech returned four days later and performed the test and determined that the leak was a very at the valve outside. Choice sent me a denial for the claim saying that it was my fault due to improper maintenance. I had the unit checked last year. This company did the same thing when I had a refrigerator problem. They are a rip off and I don't recommend them at all. Stay away from Choice. By the way, I had my neighbor, who is a commercial A/C technician look at it and he said that the leak was inside and the tech that the sent was incorrect. Of coarse they would detect a leak if you stick the sensor right at the valve opening. Terrible experience

On June 7, 2018, we noticed that our home was extremely hot inside with a temperature of 85 degrees Fahrenheit. We noticed the air conditioner unit failed. I submitted a claim with the "Choice Home Warranty" (CHW) around 1 PM to get the unit fixed.

CHW did not respond to my claim till evening 6 PM. Later, they sent an email that an appointment was fixed with a contractor for June 13 (6 days later) and gave us an option of finding another contractor by myself and will reimburse me for the work within 30 days.

As 6 days of the wait on hot summer with temperatures in 100 degrees, Fahrenheit will be a torture, I searched through the internet for a local contractor and fixed an appointment with them. I gave the contractor with the instructions from CHW to call them at [protected], explain the diagnosis results, get the pre-authorization and start the work. They came home, started the diagnosis and called the CHW around 8 PM to explain the results of their diagnosis. CHW phone number responded that the office is closed. Local contractor told me that their office is closed and will come back the next day (Today - June 8, 2018).

Local contractor returned back (June 8, 2018) as promised. The first thing they did was calling the CHW to explain the diagnosis results. They explained the details to CHW, sent the photos of the damaged item on the AC unit, told their work cost. The conversation between them went for a long time and finally CHW told the local contractor that the work was not authorized and the claim was declined.

In the meantime, I asked the technician to go ahead and fix the AC as we cannot wait for another 6 days to get the contractor of the choice from CHW. With my family and pet at home living for 6 more days at hot temperature will be a torture and may lead to more health complications.

CHW sent an email to me that they declined the claim because the work was started without the authorization from them. Cost of repair was $2099. I paid fully to local contractor out of my pocket.

On March 19, I purchased a 3-year plan for $1638 of which I owe $338 (June 25).
On May 4, I contacted CHW because my air conditioner wasn't working. They sent out Blakes Heating and Air, which no one I have asked has heard of. On May 10, I was told the unit was not covered. They offered to "help" me by ordering a new unit for me at their cost. They ordered the cheapest unit available and charged me 1000. They said it would take 2 weeks to get the unit in and have it installed. I made numerous calls to CHW that I have documented. All of the calls I was on hold for at a minimum of 27 mins, then disconnected. This went on for a week. I finally was able to get through and I was told that the unit came in on May 18, but was returned because they sent a TEXT to Blakes Heating and Air and never heard back. They never called them. They never called me to let me know the unit was in, nothing. They sent the unit back over 3 weeks ago, but never refunded my 1000! I need air. They told me to find someone to install the unit and call them back. No one is willing to install a unit purchased by someone else. Now I am on hold once again because they can't find another tech to replace the unit. This is ridiculous. Blakes heating and Air apparently closed. I have 2 elderly parents with Dementia and Parkinsons and a baby at home It is 95 degrees out. We need air. They just told me they would find a new tech and send them back out for measurements and order the unit again. But now I may have to pay more for installation. I don't have more! I am looking at at least another 10-14 days.

DO NOT PURCHASE a home warranty plan through this company. They will only cover small dollar items and they find excuses not to cover high dollar items ie. evaporator coil for out AC unit. Their reasoning for not covering is because it was rusted. Duh...it's metal vs. moisture, it is going to rust. We switched to them to save money but in the end we had to spend more money which totally defeats the purpose of paying premiums to this company. I want to save someone else the frustration, do not throw your money down the drain with this company. Signed, Disappointed in TN

day was Saturday early 3 toilet and kitchen have problem I call costumer service choice don't answer the telephone because closed, and I communicate by internet yes help me send a plumb until 5-29-18 Tuesday too late. I have to use neighbors and then when the pluming came I helped him I got on the roof and I paid $45 for visitation and another $45 he said cause its extra work. But I don't know what the guarantee is gonna help me with the plumbing company? They came 3 days late and they made me pay extra money.

On 05-10-2018, came home and realized my downstairs was extremely warm. Called Choice Warranty and they scheduled a tech from B and B Heating and Air to come out on on the following Wednesday to diagnose and fix the problem. The tech came out and diagnosed my problem (condenser and coil leaking) and the unit needed replacement. He indicate he would be submitting this information to Choice Warranty.

On 05-29-2018 another company was dispatched to my home as we did not hear any additional information from the first vendor. Today (05-30-2018, Choice Warranty called me and informed me they would not replace my unit. They stated since both the coil and condenser needed replacement I have not maintained my unit. I explained to them my unit operating since 2004 and we have had our unit maintained. I was also advised sediment was blocking and I could submit additional documentation and they would review to determine if the unit would be covered.

I am at whits end as customer service appears to look for reasons to deny claims. Could we not pursue a class action lawsuit against this company as they are deceptively advertising their services and ripping people off.

Oh the other vendor advised he could replace my unit tomorrow for $5000.00. I wonder if the vendor and CHW are working in cahoots. So unethical

I called, waited 15 minutes on hold, spoke to a representative who hung up on me.

How can Choice Home Warranty deny paying the local merchant you recommended and defraud us out of the Warranty protection we paid for?

This is a criminal action you = > Choice Warranty have taken and we will notify the police and state authorities for mis selling and fraudulent actions.

Talbot A. Stark

This warranty company is a complete scam and should be shut down in my opinion. I switched from my previous warranty company because Choice Home Warranty had high reviews on numerous consumer sites. I don't know what those ratings are based on but they certainly are not accurate. The sales rep was completely misleading when he assured me that not only would CHW cover by my current warranty plan but for a senior citizen reduced amount. We began having problems with our HVAC unit and after 5 calls spanning over an 8 month period it still was not fixed. The techs show up then go back to their cars and call CHW. Then they leave. You hear nothing back; the online issues are never updated. They claim to have made repairs yet the unit continues to not perform properly. Our electric bills substantially increased, pipes froze and we had to use space heaters in all the rooms. The last visit we finally called our own technician not associated with CHW and he immediately saw the problem. A broken evaporator coil that had failed due to normal wear and tear. CHW refused to cover it citing rust and corrosion. Sound familiar? The techs seem to think they are going to get all the "not covered" work which leads me to believe this is how they are making a profit through CHW. One tech as much told me so on a call. But he stated it wasn't working well because the clients were all so angry he didn't get the "extra" work. I tried to cancel but they claimed they had already provided $900.00 of services against my contract amount and yes folks I was a complete sucker and signed a three year agreement. I have no way of knowing how much they spent or what they did since the unit has yet to work properly since the first initial claim. I can only hope the next person considering this company finds the BBB of NJ review page and runs for the hills.

My very 1st claim was an A.C. compressor. It was denied as preexisting. Eventhough the compressor was working at the time I purchased the home warranty plan and over 30 for contract activation). I received a long chain letter basically saying it is not possible for an air conditioner compressor to fail. Also that a compressor failing could not be due to normal wear and tear. I appealed with: A "grounded compressor" or "compressor short to ground" means that an electrical winding inside the compressor has broken and hit the side of the compressor. This causes a direct short to ground, igniting the oil and causing a burnout. And, of course, the circuit breaker trips due to the sudden current surge.
The expected life expectancy of a compressor is 10 to 15 years. This one is 12 years old. That is within its normal life expectancy and is the definition of normal wear and tear. The system has been maintained at least once a year. In the Arizona heat connectors and wires go bad. Again normal wear and tear and that is all it takes to ground a compressor. This is not a normal maintenance issue, it was not preexisting and it is within the dwelling of my house. To automatically say it's not normal wear and tear after it has been working fine assumes a lot of the aforementioned things are false and that it is not possible for a compressor to go bad. I appeal the desicion to repair or replace my compressor for the reasons mentioned above. I was told that if I had any questions call. I called and I spoke with Shapirah who got a slight attitude seemingly for even appealing. She told me that eventhough the compressor was working the conditions causing the compressor to short to ground were preexisting therefore the whole claim was denied as preexisting. Basically what ever breaks is due to something else causing it so it's preexisting. Also I have twin units and the other one is working fine. The technician replaced starter relays on both units. This is another example of wear and tear which could cause the compressor to short to ground.
Impression I got was as long as its not too expensive you're covered (this was not said but the starter relays were covered). The reason I purchased the home warranty was for the expensive stuff. I will post the chain letter for honesty and full disclosure for my poor review.
"This letter is in reference to your Air Conditioning claim. We have been processing your claim for coverage and a determination has been reached.

During the coverage period, our sole responsibility will be to arrange for a qualified service contractor to repair or replace, at our expense, the systems and components mentioned as "Included" in accordance with the terms and conditions of your contract so long as such systems and components:

Are located inside the confines of the main foundation of the home or attached or detached garage (with the exception of the exterior pool/spa, well pump, septic tank pumping and air conditioner);and
Become inoperative due to normal wear and tear; and
Are in place and in proper working order on the effective date of this home warranty contract. This contract does not cover any known or unknown pre-existing conditions. Coverage is for occupied, owned or rented residential property.

Your claim was submitted on 05/15/18 and was assigned to EASY BREEZY HEATING & COOLING LLC on 05/15/18. On 05/16/18 the technician submitted details pertaining to your system failure.

It has been determined the compressor is shorted to ground. This specific breakdown of the compressor is caused by high temperatures in the windings or discharge area. The excessive heat breaks down the motor winding insulation causing a loss of electrical resistance which results in the windings breaking and touching the inner casing of the compressor. This action will cause the short. Condensers are built to cool the refrigerant through the condenser coil when the fan pulls the air up and through, as the outdoor ambient air is cooler than the operating temperature of the refrigerant. When the refrigerant cools, this will lubricate the compressor and cool the windings.
Causes of the compressor shorting to ground are: 1. Dirty or impacted condenser coils will restrict the airflow and inhibits the necessary cooling down of the compressor and refrigerant; or 2. A power spike or surge will cause direct voltage to the compressor and short the windings instantly. This may also occur due to insufficient electrical charge causing high amp draws on the compressor. ; or 3. Foreign contaminants such as acid from an improper previous compressor repair or replacement OR non-condensables such as moisture, braze residue, or debris from gauge hook ups entering the sealed refrigerant system will also cause this compressor failure. The contaminants in the line are not able to be properly compressed with the gas or mix properly with the oil in the compressor, causing a separation and loss of lubricant for the windings causing the overheating and shorting.
The Air Conditioner is not designed to handle the aforementioned causes which are not standard in normal operating conditions, thus resulting in the catastrophic failure of the shorted to ground compressor.

Please refer to your terms and conditions section A number 2; which require the system became inoperative due to normal wear and tear."

Appeal Rights

You may request a review of this claim in writing by visiting https://www.choicehomewarranty.com/cads/claimreview.php?ccid=ss7WWbs0uutDTF0zsJORdR3JS-v7sDNC1CMOC66SBu8. The request for review must be sent within 7 days of receipt of this letter and state the reasons why you feel your claim should have been approved.

Under normal circumstances, you will be notified of the final decision within 5 business days of the date your request for review is received.

Nothing contained in this letter should be construed as a waiver of any rights or defenses under the policy. This determination has been made in good faith and without prejudice under the terms and conditions of the contract, whether or not specifically mentioned herein.

Thank you for choosing Choice Home Warranty to be part of protecting your home from unexpected covered repairs.

Sincerely,

Team CHW