Choice Home Warranty Denial of Claim Timeline
I filed a claim for my air conditioning unit on January 4 via an online claim report on Choice Home Warranty’s website, www.choicehomewarranty.com. (See Exhibit 1) I received an email giving the name of a company named Famous A/C & Heat. When I called, their phone number had been disconnected. I called Choice Home Warranty to let your company know this information. This is not the first time this has happened when filing a claim with Choice Home Warranty. I was assigned another company, Higher Standard A/C & Heat, and I made an appointment for them to check my unit on January 5 (See Exhibit 2) that came out and determined my unit was bad and needed to be replaced. The contractor indicated that he would contact Choice Home Warranty and give them pricing on a new unit.
After not hearing a word from Choice Home Warranty for several days after the service call, I received a call on January 9 asking me if the repair was done to my satisfaction. This was not the first time for a break in communication at your company either. I indicated that the repair company told me they were waiting on approval from Choice Home Warranty and I asked the representative to please find out what is going on with my account and contact me back.
I received a call later in the day on January 9 from the authorizations department at Choice Home Warranty telling me they could not cover my AC unit because I did not submit a maintenance report on my A/C unit. I was never requested to send this. When was Choice Home Warranty going to ask me for this? When the repairman called me wanting to know status? I took a day and searched through that years receipt and found a maintenance record that Choice Home Warranty had requested which I emailed to a supervisor in the authorizations department, a Jonathan Busby (See Exhibit 3). Mr. Busby indicated on the telephone conversation that it would take an hour or two after receiving the form to approve the repair. No response whatsoever. I received no response from a supervisor.
I made yet another call to your offices the following day, January 10 requesting status on my approval to have my A/C replaced. I was told by Mr. Busby that one (1) receipt was not enough, that I would be required to have another receipt. Choice Home Warranty required 2 per year. My contract DOES NOT indicate such a requirement. I asked Mr. Busby why I had to call and wait on hold for so long to be told this additional requirement and why he did not contact me via phone or replying to the email I had sent him the day prior. No response.
I took the rest of the day and located another invoice. The following day, January 11 I emailed the 2nd maintenance record to Jonathan Busby (See Exhibit 4), indicating that I had located a second invoice for maintenance and requested that the Supervisor PLEASE respond to my email as to status of my claim. No response whatsoever.
The next day, January 12, after no email or phone call response, I sent a 2nd request email to Jonathan Busby as well as the ENTIRE Claims Department for status on my claim. (See Exhibit 5) I made yet another phone call that day, and was told by a representative R. White, that Choice Home Warranty had not received my second invoice despite me sending that email to Supervisor Jonathan Busby as well as again that same morning to Jonathan Busby as well as the ENTIRE Claims Department. I forwarded both emails previously sent to Jonathan Busby to representative R. White (See Exhibits 6 and 7). I asked for the name of the owner of the company or the President and I could not get Choice Home Warranty to give me any name. I searched the internet and found the Better Business Bureau as well as LinkedIn and found the name James Moss as President and an email address for Mr. Moss. Later in the day on January 12 I sent another email to the Claims Department and including the address given of [email protected]. (See Exhibit 8) Again, no response.
At 6 pm January 12th I received a call letting me know that, my claim was denied as my invoices were not thorough enough. I was asked for records which I supplied and my claim was still denied.
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On January 13, I sent a CERTIFIED LETTER to James Moss President of Choice Home Warranty (See Exhibit 9) and a separate CERTIFIED LETTER to David Bailey (or the current VP of Customer Service). (See Exhibit 10) I have the signed received receipts on both letters postmarked January 17. I have received no response to either letter as of this date.
I read through my contract (See Exhibit 11) and Section G deals with Mediation in the event of a dispute of the claim denial. It states I must agree to file a written claim with Choice Home Warranty and allow them thirty (30) days to respond to my claim. All written claims must be mailed or emailed to [email protected]. On January 17 I sent an email to [email protected]. (See Exhibit 12) A few moments later I received a DELIVERY STATUS NOTIFICATION (Failure to Send). I once again called Choice Home Warranty and I was told by your representative Tiffany that [email protected] is the address that I send a mediation claim to if [email protected] was not working. I sent a new email to [email protected] as requested as well as to the President James Moss at [email protected]. (See Exhibit 13) I also forwarded a copy of the DELIVERY STATUS NOTIFICATION (Failure) to [email protected] and also to President James Moss at [email protected]. (See Exhibit 14)
On January 18, I sent a 2nd request to acknowledge my request for mediation (See Exhibit 15) to [email protected] and also to President James Moss at [email protected]. I have never received a response to any email sent to Choice Home Warranty.
On January 18, I sent a CERTIFIED LETTER to CUSTOMER RELATIONS requesting mediation on my denied claim. I have the signed received receipt on this letter postmarked January 20. (See Exhibit 16) I have received no response to either letter as of this date.
According to the Contract I have Choice Home Warranty has until February 20 to respond to my mediation request.
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