Bass Services, Inc.

[redacted],We do beleive that this has been settled with [redacted] our Consumer Advocate, please advise us if different.  Our records indicate that you both had spoken and a mutual agreement was made.Thank you,CHW

The records indicate that this email was sent to you today with the mutual agreement. Please sign and return the agreement for processing. 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].   Please accept the apologies of CHW for the aggressive marketing attempts. The Marketing manager has been made aware of this circumstance and your information will be promptly removed from the database.   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. Upon review of your claim, we do see that you had a failure with your Air Conditioning system.  The failure that happened was due to a lack of proper routine maintenance as specified by the manufacture and required by our policy. Please see Section F. Limitations of Liability #12 states “We are not liable for normal or routine maintenance. We will not pay for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance. For example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.”We do see that on 2/15/16, our customer service department offered to provide you with a goodwill gesture of $200 towards this repair and it was declined.  An offer for a replacement of the compressor was offered to you but if this was accepted, we requested that you sign a release agreement stating that you were satisfied with this outcome and we would cancel due to the fact that you disagreed with the outcome of the claim, hence the policy.  We did not receive the release agreement back from you therefore we did not authorize any type of repair. CHW did try to resolve this issue for you however you did not agree to the terms and conditions of the policy nor the resolution.  We do regret your frustration with this claim however CHW is in full compliance with the terms and conditions of our policy. Also, please note Choice Home Warranty is not an insurance company, our policy states this in section A.Coverage.Regards,CHW

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is really not satisfactory to me but will accept it because the company has been able to get away with legal language to fool the consumer.
Regards,
[redacted]

CHW was offering you a goodwill by offering you a full refund of the policy.  If we are offering  you a refund, we would not expect that you would continue to be upset with the policy because you have it refunded to you.  We will go a head and cancel your policy, please note that there is no refund due to the fact that  you are a monthly customer.  You will be receiving a cancellation email stating that the policy has been cancelled.  We do apologize that you did not want to accept our offer, we cannot process a claim for you that is not covered by our policy.  Per the policy, we expect all units to come into the policy in proper working order, placing a claim a few days after the policy started shows us that this was not the case.  You did not follow our policy Section A. Coverage3. 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.email conformation will go to  [redacted] and again, your policy will be cancelled per your request on this site.Thank you,CHW

I placed the claim online on Monday 5/25/15. CHW dispatched a technician on Tuesday 5/26/15. I called the technician on the same day, and he said that the earliest he can come to my house is Monday 6/1/15. I could not stay for one week without a washer. So I called CHW on Tuesday 5/26/15, and asked for a different technician who can come earlier than Monday. They informed me that this is earliest they could find a technician to come to my house, and that I can contact my own technician if I need the repair earlier. So I called [redacted] and they sent a technician on Wednesday 5/27/15. The ** technician informed me that he does not know why it leaked because it was not leaking at the time he was present. But, he confirmed that the water that leaked the first time was from the washer, but he just cannot tell where it has leaked from. He said he cannot fix it, and this washer cannot be trusted because it can leak again anytime. He said I could use it but I have to keep an eye on it while it's running because it may leak at anytime. I used it twice and it worked fine. And then the third time I used it, it started leaking so I shut it off. I called CHW and they dispatched the same technician they dispached on Tuesday 5/26/15. I called him and explained to him what happened, he said he agrees with the ** techinician, and that he will not be able to fix it since he was not present when it leaked. At this point, it became very clear to me that this washer must be replaced because two technicians agreed that it cannot be fixed. I could not just keep sitting next to it every time the entire time it's running to make sure it does not leak and flood the basement again.

Dear [redacted],We do apologize for the inconvenience this may have caused you.  We have contacted our IT department to remove your information from our do not call or email list.  Please allow one week your information to process. If you continue to receive solicitations, please...

forward the email to us at [email protected], so we could revisit the issue. Regards,CHW

I had carefully read the agreement before I selected the policy. The policy says it covers built-in microwave, but does not say here "built-in" is defined by manufacturer's category. If the policy clearly says this, I would carefully examine with GE. If I found that my microwave does not fall into that category, I would not select that policy. My selection was based on our common sense for "built-in" - built in the cabinet not put on the countertop. The policy actually misleads the customers. Moreover, as I mentioned in my complaint that I pulled out all 74 GE microwaves (residential, not commercial) currently on the market, none of them are classified as "built-in" by GE. Does this mean that Warranty Company actually would not be responsible for any microwave claims at lease for GE (I have not examined other brands).
If this is true, it is extremely important to explain the definition of "built-in" in the policy to keep policy transparent to customers
Regards,

Dear [redacted], We do regret that you feel that [redacted] had anything to do with the unit breaking or making a “mess”; however please note that CHW’s policy does state in Section F. Limitations of Liability #19 “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…” This being stated in our policy, we ask that you contact the technician [redacted] for their assistance as we are not responsible for their actions.  Their number is ###-###-####. The diagnosis stated that this unit had a physical damage which is not covered under our policy and that the switch was replaced, there was a marking by the accumulator that was from the tube, and the unit had all of the refrigerant out due to the high pressure switch being broken off.  As we stated, this isn’t normal wear and tear.  Our policy only covers failures that are of normal wear and tear. Please see Section A. Coverage #2. We do value you as a customer as we have covered numerous claims for you however this claim would not be covered per our policy guidelines as we have advised you.  As a goodwill gesture, we are willing to provide you with a onetime free service call fee and add it to your policy.  Please contact us at ###-###-#### if you would like to accept this offer. Once you have accepted, we will send you an agreement to sign and send back to us and then we can add it for you. Thank you, Choice Home Warranty

I am not satisfied nor happy with Choice Home Warranty decision not to honor my claim.  I have been calling them to talk, only to get hung up on each time...although I am still paying them a monthly fee.  My air conditioner has been fixed and serviced.  The cost was $1100 plus.  The warranty must be honored.  The warranty was effective on May 26, 2015.  I have proof my air condition was working properly prior to that date.  I had out of town company that stayed at my home during that period of time up to that date.  This happened the morning they left.  The motor broke.  Bottom line, the warranty must be honored.

I am rejecting this response because:After submitting my last message regarding the air conditioning the technician at fault,  nor any other technician, was sent to look at the unit.

Complaint: [redacted]
I am rejecting this response because:
Routine maintenance was made on 10/10/2016 and those records were submitted to CHW. It is after the conclusion of said maintenance visit that repair recommendations were made, and those repairs were completed on 10/12/2016. 
Regards,
[redacted]

Dear [redacted],We regret to hear your frustration.  Choice Home Warranty does not condone irresponsible behavior from our technicians therefore, we apologized on their behalf.  Please understand that this is not the typical behavior from our technicians.  We take this matter...

very seriously as we strive to provide the best customer experience and improve our business practices.  We have sent this feedback directly to the Director of Vendor Relations and Manager of Dispatch Services to look further into this matter. We regret to hear your wishes to cancel your policy.  Please contact our Customer Solutions Department directly at ###-###-#### Monday-Friday 9am-6pm EST, if you choose to cancel your 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].   Please accept the apologies of CHW for the marketing attempts that have continued after you have requested to be removed from the database. Your information has been sent to the marketing executive and his team directly to be removed.   Regards, CHW

Dear [redacted],Our records and diagnosis shows that this system is energy management system and the failures did have to do with the system being part of the energy management system.  Since CHW cannot offer to provide you with a covered claim, we are offering to provide you with the funds that you paid for this year minus the claims that CHW paid out for the policy.  You have paid to date for 2016 a total of $313.36 for this policy.  CHW has paid this year $50.00 towards your policy and we are willing to provide you back with $263.36.  CHW has paid a total of $365.00 for your entire policy in authorized claims, normally providing any type of refund for a monthly policy is not permitted however; we are offering this goodwill to help resolve this since CHW is not able to authorize any type of work for this type of unit. Per the diagnosis, it was stated that the failures are associated with the type of unit it is but regardless if the failures had nothing to do with the type of system it is, the fact that it is an energy system, is against our policy and would not cover it.Again, our offer is to provide you with the amount that you paid for the policy for this year, minus what we paid out.Please contact us if you would like to accept.Thank you,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.Please note that your policy coverage start date was 7/13/17 and you stated that last time your unit was working was 7/10/17.  Please understand that the failure that happened to your unit would not have occurred 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 were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture we reimbursed you funds for 1.5lbs of Freon (at CHW cost) in the amount of $142.45.  You accepted these funds.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, it shows that CHW did replace the control board and once that issue was fixed the inverted was discovered as bad.  CHW provided you with the funds in lieu of repair as stated in the policy in section F. # 16. We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.  .We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best 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 thermal expansion valve was faulty and needed to be replaced. Per our policy, Section Letter D, Number 4, CHW does not cover “…thermal expansion valves…”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.  If you would like to cancel your policy, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM.You did advise us that your unit was repaired; you may submit the detailed invoice with the diagnosis to [email protected] for review, if you would like to further dispute this claim. 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]
* Upon review of your claim it appears that you have had an opportunity to speak with a manager to have this issue resolved. Please call our customer service team directly should you have any questions at [redacted]   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW