Bass Services, Inc.

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. In review of your policy, you purchased the Total Plan Coverage on June 17, 2017 which became effective on July 17, 2017.A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that control fan motor seized, the capacitor was weak and the unit was low 1lb of Freon.  You stated the last time the unit was working properly was July 31, 2017.  These failures could not develop in the short lifespan of the policy.   Per our policy, Section Letter F, Number 1, CHW is not responsible for any known or unknown pre-existing conditions.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel, due to your dissatisfaction. You spoke with our Customer Solution’s Specialist who offered you $100.00 of goodwill funds towards the repair.  You accepted this offer on August 5, 2017.. Please allow 30 days for the processing time before the check is mailed out.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .  I do see that you had a claim for your Oven and that CHW did send a technician out to diagnosis the unit and he was authorized to repair that unit.  You stated to us that he had hit a switch and did something to “mess up” your AC.  We then placed a claim for your AC and had the same technician come back to your home.  I do see that he has been working with you in regards to this event.I do apologize although we have filed a complaint against the technician with our Territory Managers, there is nothing that we would be able to do for you.  This would be between you and the technician from A to Z Appliance and Plumbing Services.Per our policy, Section F. LIMITATIONS OF LIABILITY19. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages. You expressly waive the right to all such damages.We do regret any frustration that you dealt with.  CHW strives to help our customers with all of their home needs.  We do follow our policy and we do expect our customers to as well.Thank you for your feedback as it is always helpful for us; it allows us to improve our customer service.Best regards,CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home...

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy that started on 02/28/15, I do see that you placed a claim for your garbage disposal on 3/8/15, 8 days after the policy started.  The technician advised CHW that the system was warn out and was failing for a while.  Per our policy, you must come into the contract with everything in proper working order.  Please see Section A. COVERAGE 3. 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. It is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or components. This contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,000 square feet, unless an alternative dwelling type (i.e. above 5,000 square feet or  multi-unit home) is applied, and appropriate fee is paid. Coverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homes. This contract describes the basic coverage and options available. Coverage is subject to limitations and conditions specified in this contract. Please read your contract carefully. NOTE:  This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.Also, please see Section F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.This was considered to be a pre-existing condition being that the policy was 8 days old.  I do see that you have spoken to Sam on 6/3/15 and he advised you that Christine does not work with CHW any longer, also for a monthly policy, we do not offer a refund because you had not paid for the policy in advance.  There would not be a refund to be given.  Please see Section L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.I also see that your policy is past due in the amount of $34.50.  If you would like to cancel your policy, I will request Sam to call you and he can explain to you again the policy and why we are not permitted to give a full refund.We do apologize for the frustration that this has caused you and we do thank you for your feedback.Regards,CHW

Complaint: [redacted]
I am rejecting this response...

because: As of 7:54 P.M. on the 25th of August (16 days0, is no where to be found. Talk is cheap and the response from CHW is just that. I suspect it is  being shuffled around within their system.  They appear to be a sad, sad organization with a flawed business model.
Regards,
[redacted]

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/user-agreement/. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that refrigerator door seals were worn out and needed to be replaced.Per our policy, Section Letter D, Number 3, CHW does not cover “…Doors – Door seals and gaskets…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied. If you would like to cancel your policy, you can contact us directly at [redacted] Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

The claim was processed accordingly and CHW will provide repairs for those items that are covered. The initial portion of the claim was covered. However, the ignitor didn’t work as a result of the first portion of the claim and is considered secondary damages. Per the policy, section Letter F, Number 19, CHW is not responsible for repairs related to secondary damages. There are no additional funds due at this time.   Regards, CHW

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of the policy indicates that the policy has been canceled per your request. However, section Letter L, Number of the policy states, “If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us”. As such, there are no refunds due at this time. If you have any questions, please call the customer service team at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted],Please be advised that we only received the diagnosis from our technicians at [redacted].  IF you would like to further dispute this claim, please submit your technicians diagnosis to [email protected] for review.  If the outcome is different, we would adjust the claim accordingly. Regards,CHW

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the system was low on Freon.  Your system being low on Freon indicates that there is a leak somewhere in the system.  When the leak is not visible, a technician must perform a leak test.  A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit.  Per our policy, Section Letter D, Number 4, we do not cover leak test.  You agreed for the technician to perform the leak test.  We received the results of the leak test as well as the pictures. Based on the results, it stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F, Number 1 and 8, we do not cover failures caused by rust and or corrosion.  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore we offered you the cost of the coil in the amount $306 or to replace the coil.  You declined this offer.  You opted to get a second opinion, in which your technician reported that there was internal failure in the compressor.  Please understand that this failure does not constitute normal wear and tear.  Per our policy, Section Letter A., Number 2. CHW only cover failures that “…Become inoperative due to normal wear and tear…”  The outcome of the claim remains uncovered. We regret to hear your dissatisfaction with CHW; if you would like to cancel your policy, we will offer you a full refund in the amount of $182.48.  To accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST to process your request.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Dear [redacted],                    Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable...

asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   A review of the account shows that the policy was cancelled prior to the 30 days in which you are entitled to a refund. The information has been submitted to the CHW customer service team to apply to the card on file. Please call the CHW customer service team at ###-###-#### with any questions.  Regards,CHW

[redacted]We do see that this refund was going to go back onto your credit card however due to the fact that you are no longer a customer of ours, we will be sending you a check for the amount. You will receive a check in the amount of $45.00 in 30 business days.Thank you,Choice Home Warranty

[redacted],We do regret your frustration however in reviewing all of the claims that you had, if there was a second technician that came back to your home, you did not pay the second service call fee unless the call was outside the 30 day period.  Also, that payment did not go to CHW, it went to the technician for the service call fee. Our offer to you is a refund of the paid policy and subtracting the amount of the paid claims.  This comes to $543.75.If you were to go through the policy and did a pro-rated refund, you would not have a refund. You are welcome to contact our Cancellations department and verify that the there is no refund for this policy per Section L. Cancellations.If you would like to accept the offer for this policy, please contact us and we will process this for you.Thank you,CHW

Upon review of your policies I do see that we have assisted with your AC claims on a few of your policies.  I do see that on one policy we advised you that we do not cover routine maintenance for the units.  As we do state in our policy in Section F #12. I do see that on one policy we...

did provide you with the full amount of $1500 that we provide for the AC claims.  Please contact our cancellations department if you would still like to cancel, we do regret any frustration and hope that we can assist with your claims to your satisfaction.Regards,CHW

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]. A review of the claim shows that it was processed according to the policy. Based on the diagnosis we received, it stated that the gas heater burner and cabinet were rusted. Per our policy, Section Letter F, Number 1 and 8, it states that we do not cover failures that are due to rust and corrosion. Our Sr. Claims Specialist advised you about the outcome of the claim, in which you were not satisfied and requested to cancel.  We attempted to assist you, however, you insisted on cancelling your policy.Our Customer Solutions Specialist advised you that you were not eligible for a refund and in turn, you decided to keep your policy open.  We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],We do regret your frustration with this claim however, CHW does require all units to be properly maintained. Since you have requested to cancel your policy, CHW’s policy states that we would charge you a $50 administrative fee and you would receive a pro-rated fee minus a percentage of the claims paid.  As a goodwill gesture, we will offer you the amount that you have paid into this policy $1050.00 and subtract the claims paid $170.00 to provide you with a refund of $880.00.  If you were to cancel the policy using the Section L. Cancellations your refund would be $375.00 and it would go lower each month.I have documented the offer in your policy for the goodwill refund and if you do accept, we ask that you sign an agreement that states that you are satisfied with this agreement.We do see that the letter of denial had been emailed to you through your claim. Thank you,CHW

HelloThan you for paying for my dishwasher repair. I will make sure to update any social media accounts that I have linked to this situation and make sure I inform everyone of the outcome of this situation. That's all I ever hoped to be able to get when I signed up for this warranty service. I would recommend you make that liability a little more visible for customers so they don't feel cheated after getting denied for the service they thought they had signed up for. I emailed [redacted] multiple and was told [redacted] would call me back. I will try to call [redacted] back on June 6th to arrange this. Thank You[redacted]   
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:if you look at previous call records, you will see that I had a conversation with another Choice Home Warranty associate on the phone who says I should not have had to pay the $45 service fee for the second time the tech came out.  I am asking for my $90 money back - the problem was never corrected - not the first and not the second time. The technician did not diagnose my problem correctly the first time and it was in turn coded as a secondary issue - it was not secondary, this was the original issue! i have reduced the amount of original request for refund - $90 is the request. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because I have done the correct maintenance as per [redacted] since I have acquired the Home in 2015 and the Purchased the Choice Warranty.[redacted] has stated that the units have had normal wear and tear and have exceeded it's life expectancy ONLY because the maintenance has been done regularly.I have done / honored my part of the agreement since I purchased the home warranty starting in 2015.If we need to go to court and bring A/C & Heating experts to prove / justify that I have done the correct maintenance and the units have normal wear & tear, we can do so.Choice Warranty should propose something in return / good faith.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We purchased the house in April 2015 and had a FULL inspection of the property by a licensed property inspector.  He made recommendations for the A/C and we had the A/C company come out and make the necessary adjustments and maintenance per the inspectors requests.  The technician you sent, that came out for this call NEVER once said the damage to the unit was caused by any dirt or debris.  I was there when he contacted your office with his recommendations for replacement.  He stated that the unit was old but never said anything about it being dirty.  We put in 3 month filters and checked them monthly and did not wait for 3 months just because the filter said it was a 3 month filter.  Also, the reason we called for service was because the system was vibrating the walls in the house.  If the wheel was out of balance, and caused the unit to fail, that is why we called.  We did not have any issues with the A/C unit until the vibration started which is why we called right away.  The technician said that the unit was old and that the outside unit was over-amping and was going out as well.  We kept our unit clean of debris and cleaned everything when needed, inside and outside.  The technician even called back and told them that the unit was going out due to age and nothing to do with the upkeep.  This is just an excuse to not cover the unit and it is unacceptable.  I have spoken to several people that have stated that Choice Home Warranty has done this same thing to them to prevent from paying to replace units and that is not right.  We pay for a service and that service should be honored.  I am more than willing to get a statement from the technician and the A/C company that came out if needed
as well as the A/C company I had come out since on my own.
Regards,
[redacted]

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the compressor shorted to ground.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure does not constitute normal wear and tear as there are many safeguards that work to prevent these types of failures.  Per our policy, Section Letter A, Number 2, we cover failures that “Become inoperative due to normal wear and tear…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel due to your dissatisfaction.  You spoke with our Customer Solutions Specialist who offered you $300.00 towards the repair; you declined this offer as you insisted on cancelling your policy.Per your request, your policy has been cancelled as of July 18, 2017.No further action will be taken as this policy is no longer active.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW