Wednesday Water was observe running from water heater location. The base of the water heater saturated and soak. Floor and personal items soak and wet. Called Choice Home Warranty 888 531-5403 received claim number and name of service contractor was given. Plumber comes out and submits information to CHW for approval. Four days later approval denied because it only cover the components of the water heater and not the tank. Contact company they are rude to both customer and the service contractor. Asked to speak to supervisor and is given the run around. Leave messages for Jim Reed to return call. Told supervisor Victor will be returning the call. Victor never calls. Each customer service reps insist on helping but just listens and documents hone call. Has no solution just says water heater only covers components. When asked what does that mean? A ridiculous answer and example such as the water heater pilot is what i understand is an example of a component. Damage has occurred which makes the service contractor business looks very unprofessional. The third party approval after the claim is made is a horse and pony show and camouflages the fact that the repairs are going to occur. CHW goal is to provide contract holders with trouble free service and ensures no down time once a claim is in place. I am going on day five experiencing nothing but costly repairs damage to my walls and floors and a complete hassle don't care attitude from CHW representatives who have destroyed their relationship with professional service contractors that have to deal with unhappy CHW contract holders. CHW put them in the middle to take the blunt of the heat when they don't approve the contract providers claim. Below is a copy of what they cover and after that how it is worded in the contract. HomeownersWhat's Covered
Covered Items* Total Plan Basic PlanAir Conditioning System Heating System Electrical System Plumbing System Plumbing Stoppage Water Heater Whirlpool Bathtub Refrigerator Oven / Range / Stove Cooktop Dishwasher Built-In Microwave Garbage Disposal Clothes Washer Clothes Dryer Ductwork Garage Door Opener Ceiling and Exhaust Fans
Optional Coverage
Pool / Spa Well Pump Sump PumpCentral Vacuum Limited Roof Leak Septic System
6. WATER HEATER (Gas and/or Electric) INCLUDED: All components and parts, including circulating pumps, except: EXCLUDED: Access – Insulation blankets – Pressure reducing valve – Sediment build-up – Rust and corrosion - Main, Holding or storage tanks - Vents and flues - Thermal expansion tanks - Low boy and/or Squat water heaters - Solar water heaters - Solar components - Fuel, holding or storage tanks - Noise - Energy management systems - Commercial grade equipment and units exceeding 75 gallons - Drain pans and drain lines - Tankless water heaters.
CHW is not providing contract holders with trouble free service which is suppose to cover normal wear and tear when items break down. This home warranty plan does not cover repairs or replace appliances of my water heater.
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