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. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.If you would like to further dispute this claim, you can provide your proper routine maintenance records to [email protected] for review.  If the records prove that your unit was routinely and properly maintained, we would adjust the outcome accordingly.  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]   Our records indicate that we have been working together to have this issue resolved. We look forward to having an opportunity to continue to meet your needs.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
Chew did receive my request to cancel . I have the receipt where they signed for it and the employee that called to say they did not give refunds said that they received it. These people just lie to get out of everything which just proves how they work. 
Regards,
[redacted]

[redacted] R [redacted],Please see our policy section A Coverage where it states you MUST come into this policy with your units in GOOD WORKING order.  This is to be considered a known or unknown pre-existing condition that CHW does not cover. 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.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.Your policy started on 05/15/15 this is AFTER the 30 days that you had to review the policy and to ensure that all units were in good working condition, on 05/16/15 you then placed a claim for your AC stating that it was not cooling and making a clicking noise.  The technician stated that the unit was completely rusted, the evaporator coil was leaking and lastly Condenser has all kinds of issues. This being told to us after the policy had started one day before, it was apparent that these failures could not have happened within the DAY that you had your policy.We understand that you wanted to cancel your policy but that is breaking the contract with CHW there for Section L. applies to the refund that you receive because it was after the 30 days that you had purchased the policy.: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. Please feel free to contact us if you should have any further questions about our policy and we will be happy to advise you.  We do apologize that you are upset with the outcome of the claim but CHW is in compliance with our policy.  You can always view the policy online at www.choicehomewarranty.com/useragreement.Thank you,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 satisfactory to me.
Regards,
[redacted] My records indicate that my contract agreement with CHW went into effect October 10, 2016.  I suggest that CHW do a research of their files to verify the effective date of the agreement again.  I do have documentation to confirm my claim if needed.  The contract was in effect for less than 60 days before I placed my maintenance call on December 6, 2016.  The reasoning CHW provided in their recent response for not refunding me the $31.26 to equal the $76.25 which was their estimated refund was derived by them is again a plow used to appear that they operate in good faith.  CHW further stated that they absorbed administrative fees and that my contract was in effect for four months, which it was not.  But these untruths are reasons that they are claiming for not settling my complaint.  It is beyond my comprehension on how a company with such disregard for the public is allowed to operate.  I am certain that I am not the only customer who has been cheated out of their hard earned monies and if nothing is legally done to stop this kind of fraudulently behavior CHW will continue their unethical practices.  I am sure that CHW has a team of individuals to address complaints such as mine for I know there are many, but I cannot go back and forth with this company who has so blatantly scammed me out of my money.  I understand that Revdex.com only serves as an intermediate in the matter and have done all it can regarding the settlement of my complaint.  I would like to have my complaint posted on Revdex.com website by you and if this is something that I need to take care of please let me know.  I will seek legal advice on my own to pursue redress for this travesty.

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 [redacted] Upon review of your claim, we do see that there was not a technician available in your area at that time.  We did however explain to you the reimbursement process.  We explained that if you are to use your own technician, you would have to have them contact CHW to provide a diagnosis for the unit.  Upon diagnosis CHW would see if the claim is covered or not.  Once we have determined if it is or not, we would contact you and advise you.  If the claim is a covered claim then you would be reimbursed the amount that CHW had discussed with the technician.  CHW would provide you with a check for the cost. However, if the claim is not a covered claim then you would be responsible to cover the repair yourself.  Also, per the policy Section L. Cancellations states that you only have the first 30 days before the policy begins to cancel the contract to receive a full refund.  If you chose to cancel before the policy is up, there are fee’s that you would have to pay.  You would be refunded the amount of months that you had remaining. Lastly, please read Section A. Coverage #3, CHW does expect all units to enter the policy in proper working order. The first 30 days are to ensure that you have read the terms of the policy and to ensure that the units in your home are properly in working order. CHW has requested a manager from our cancellations department to contact you in regards to this claim.  We do hope that you will chose to stay with us as we do value you as a customer. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.   Regards, CHW

The air conditioning guy that came out and checked my air conditioner that told me what happened to it stated that they would come up with excuses like this and was there when they told me that it was pre-existing and the air conditioner guy told me that it wasn't pre-existing that the compressor and the fan motor can just go out anytime it doesn't have to gradually go out as I stated it was running perfectly all the way up until it went out. So that's just excuses and loopholes that is unfair and I would like them to fix my air conditioner like they promised in the beginning that they would do if anything went out.....    and as I read in a lawsuit that this home warranty was under before for the same issues of not covering anybody's things because of little loopholes. I selected this home warranty thinking that I would be protected if anything happened I even asked them in a recorded phone call if something were to unfortunately go out shortly after 30 days would it be covered and they told me yes. But that just left the loophole open for them to say that anything that went out was pre-existing. But I thought that that's the reason that you get a home warranty is just in case the unexpected happens. So now that I chose this home warranty and they have chosen not to help me out I am stuck in this house with two kids and a pregnant wife with no air conditioner, so I would like something to be done about this as they promised in their advertisements

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 claims it appears that the claim was processed in accordance to the policy. Documents sent in to CHW regarding the claim indicate that there was nearly 2 pounds of Freon added to the unit in January which would indicate that there was a leak prior to the start of the effective date of the policy of April 8, 2016. As stated in section Letter A, Number 3, repairs related to known or unknown preexisting conditions are not covered. Additionally, MO99 Freon was used which is not one that is recommended by the manufacturer. In section Letter F, Number 11. We are not responsible for repairs related to inadequacy, lack of capacity, improper installation, mismatched systems, oversized systems, undersized systems, previous repair or design, manufacturer’s defect, and any modification to the system or appliance.   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 your claim was processed in accordance with the home service agreement Section Letter C, Number e CHW is not responsible for repairs handled without prior approval. Although we would hate to lose you as a valued customer if you are interested in canceling your agreement with CHW please call us at 1-888-531-5403.   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 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 fan motor bearings were shot, the fan blades were out of balance which caused the bearings to wear out.  The wires in the compressor were burned out and the unit was 3lbs low on Freon.  All of these failures were caused by a lack of proper routine maintenance.  Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  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.  Per your request, your policy has been cancelled as of July 25, 2017.  No further action can 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

[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 satisfactory to me.
As long as I actually receive the refund from the business as of today I have not
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I will accept when I get full refund in my hand.  Read too many complaints about cancellation charges. My wife called in and they email form. Not sure why they want it notarized ?  the lady on phone said we will have refund in seven days of sending back form. form says can take 30 days???  Which is it..
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  a technician did come by, CHW contacted Me and stated that I have a leak that is not covered under the warranty, however I spoke with the technicians and the never said we had a leak! Someone at choice home warranty is lying and we have found out what a joke CHW is. We paid for the coverage and they won't back anything. I just wish that we was not lied too and our unit would get fixed! 
Regards,
Leslie [redacted]

I am rejecting this response because: These claims are over a period of three or more years. The claim that has frustated me the most is the claim that had the house without for over a week without sufficent response.  Also there are some claims in the list that are not accurate.

Dear Ms. G[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 we see that you have spoken to one of our managers and have come to a mutual resolution.We do regret your frustration and are happy to hear that we are able to assist with this claim. Regards,CHW

Complaint: [redacted]
I am rejecting this response because:
I will seek another businesses for my home warranty service.
Regards,
[redacted]

[redacted]CHW received a picture that show that the part itself was burned and looks as if there is some rust.  Please again review our policy, Section F. Limitations of Liability #8 which states :“8. We are not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.”We are not able to cover a claim that is against our policy, if you would like to provide a second opinion, you are more than welcome to.  The pictures that we have clearly show that the this part had rust as well as the sparks that caused the burning damage.We have only two options for you which are to cancel with the refund as we explained would be the policy minus the claims that we have paid or you can provide us with a second opinion. Please note that CHW does not provide our recordings or notes to the customers’ and your name was not on this policy therefore we would not be able to provide you with anything of the sort. Please have the policy owner [redacted] contact us she would like to accept our offer.We would need something in writing stating that you are able to speak on our customer’s behalf.Thank you,CHW

Dear [redacted],
We do regret your frustration however; our policy does cover garage door openers. Please see below for the policy coverage:
This is listed in our policy under Section D. Coverage #15:
15. GARAGE DOOR OPENER
EXCLUDED: Garage doors - Hinges - Springs - Sensors - Chains – Travelers - Tracks - Rollers - Remote receiving and/or transmitting devices.
CHW provided the policy to you upon the purchase of the policy; you were then given 30 days to review the terms and conditions. If at that time you disagree with the terms, you are permitted to cancel without the deductions of Section L. Cancellations.
We do understand that you are not happy with the coverage and therefore as a goodwill gesture, we are offering you a refund of the policy in the amount of $420.00, which was what was paid exactly for this policy.
We ask that you contact us at ###-###-####; we will then send you an email for you to sign a release agreement. Once we receive the release agreement back, we will provide a check to you since this policy was purchased through escrow.
We do regret your frustration with this claim and do hope that you agree to the resolution that we have offered you.
Thank you,
CHW
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

The claim remains a non-covered claim and CHW decided to assist with the non-covered claim by offering to utilize their resources to purchase the parts at a discounted price. This was a goodwill gesture. Section Letter D, Number 4 of the policy states that leak detection tests are not covered. The service call fee is assessed to all customers when there is a service call dispatched and paid directly to the technician. This is also outlined in the policy, section C. CHW is not responsible for assisting with this claim but made a goodwill gesture. There are no funds due at this time.   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, I do see that your policy started on 03/04/15 and you placed a claim for your Air Conditioning Unit on 04/10/15.  We dispatched [redacted] Heating & Cooling LLC to your home to diagnose the issue.  The service provider called us and verbally gave his diagnosis to us that your unit was only 11 years old and had seized internally.  Your compressor was a Goodman compressor and the life expectancy is a lot longer, meaning that the compressor failed pre-maturely.  This can only happen due to a lack of proper maintenance.  Per our policy, CHW does not cover any unit that has failed due to a lack of maintenance.  Please see Section F. LIMITATIONS OF LIABILITY 12. 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.Out of good faith, CHW did however offer you a goodwill gesture and provided to you a new compressor that we ordered and paid for.  We had the unit shipped to the service provider for him to install.  We did have a verbal agreement with you, stating that you would pay for the labor and Freon; CHW would pay for the compressor.  I do see that you received the compressor and the unit is working.  After the goodwill gesture that CHW did for you, you decided to cancel your policy. Per our policy, if you chose to cancel before the end of the term, you will be responsible for the cost of any payments that CHW made plus an administration fee of $50.  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.The compressor that CHW placed into your unit was a Lennox; this compressor is a value of $1,179.90 that is sold for $889.00.  This price can be confirmed online using the part number that we used to purchase it. [redacted]  You can go to the site and see the price: htt[redacted]CHW does get a discount for the compressor but the actual price is as stated online of $1179.90 sold right now for $889.00.We do apologize that you are not happy with our goodwill gesture.  We did have the amount that you were given for your cancellation checked and it is correct.  Your policy was for 3 months at the rate of $41.66.  That would be $124.98 plus the $50 cancellation fee and the money that CHW paid for the compressor $406.00. You paid a total upfront for the policy in the amount of $1125.00 minus the total of $ 580.98; your refund of the policy should be $544.02 that you have received.We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW