Came home to no water pressure, and 41800 gals of water wasted. I thought it was a sprinkler head broken, I started to dig up around the 4 sprinkler heads on that side, no luck. Called TEC to come out and check, they stated it was on my side and it was probably a main water line leak. As he stated, You Have a Real Problem Here! Especially with the tragic Condo Collapse here in Florida. This leak had to be found and repaired immediately . I was so concerned about the leak I needed to find a plumbing repair company. This is not easy, most were booked for weeks, I felt is was unfair to pay the high emergency charge to come out . On recommendation, I called Metropolitan, they came out said they would find the leak and repair it for $650.00. ( This is an extremely fair price for the hours involved in this repair)I gave them the go a head. This had to be fix Now. I contacted CHW and requested help, after I was Hung Up On By Hugo and had to make another call to CHW, I received a Text that stated they could not find a Tech so I should find an outside source. (FYI a text in 90 degree heat and covered in mud is very hard to read) About an hour later I get a call from CHW, I immediately said to the person on the other end that the static was so bad I could not completely understand her. She stated that a tech could be here on Thursday (4 DAYS AWAY) I stated I had already had started the Emergency Repair, The CHW Rep said she would call back, She did not call back. That night I went on line and had received a Email from CHW with an appointment with Capital Plumbing on Tuesday From 3-8pm. and I could not use an outside source. I called Capital, and was told my address was not on the list for repair. This is just ridiculous. I then received an Email from Misty Durden (my case manager) how not to worry she was there to assist me with my problem. Ms. Durden did not even have the courtesy to call me direct EVER, (even after I have sent multiple emails) So I request to speak to Customer Service, I got a 15 minute session not with Ms. Durden but Yuselin Martin, right off the bat Ms. Martin stated the claim was denied because I did not contact CHW before I started the work. Ms. Martin had no concern for me, my plumbing issue, she is obviously the NO PERSON in charge of denning all claims no matter how the customer is harmed. I explained how I had just suffered health issues, and because of my age my eyes and computer skills are not the best. She had no concern, and was quite prejudice against my claim. This is a simple case of miss communication. CHW needs to work on understanding the Customer under pressure during these times of need. My EMERGENCY REPAIR was completed and was done for Thousands of dollars less than other plumbers were willing to charge me. CHW would have come out way ahead. I have two Home Warranties with CHW, and you can be assured that they will not renewed. You advertise that you will FIX or REPLACE the items listed in the brochure, You need to change that to At Choice Home Warranty we do not Fix or Replace your Appliances and Plumbing, But we are real good at saying NO. I'm worn out, disappointed in how I was disrespected and the lack of understanding under these unique circumstances.