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 our web site at http://www.choicehomewarranty.com/user_agreement.php.
We do see that you have chosen to cancel the policy with CHW and that this was an ESCROW account. Our normal turnaround time for checks is 30 business days from the date of cancellation. However, being that this is an ESCROW account, it does take a little longer. We have requested our billing department to process the check as soon as possible and to update us on the date that it should be mailed. We will contact you as soon as it is released.
We thank you for your patience and we will have the check to you as quickly as possible.
Regards,
CHW

Dear [redacted],We do regret that you don’t find our policy acceptable however all customers are provided a 30 day grace period that we allow the customer’s to review the terms of the policy and if they disagree, they are permitted to cancel with a full refund within that grace period.CHW did not deny this claim due to age, we did not cover the claim due to the failure being rust.  CHW does not discriminate for age of the unit however the failure is what the policy excludes.  Again, please review Section F. Limitations of Liability #1 and #8.If you disagree with the outcome of the claim, you are more than welcome to provide us with a second opinion. Please have your technician contact us at ###-###-####.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 regretfully unsatisfactory to me, however please close this claim # [redacted] 
Regards,
[redacted]

Hello,   A payment of $130.00 was authorized on July 13th and has been mailed. If the check has not been received, it should be received shortly as it was mailed out via US Postal mail.   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 it has been covered in accordance with section Letter F, Number 12 which 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. Although CHW doesn’t require that customers send in maintenance records, you are invited to send the records to show proper routine maintenance on your unit to have your claim reviewed. If you would like to send this information you may do so to [redacted] and be sure to include your claim number on the correspondence. In the event you would like to cancel your account 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],You have suggested that the technician created the “fire” that happened and our policy states that CHW is not responsible for any negligence caused by a technician.  Also, the policy states that that we do not cover failures that are caused by “fire”.  We reviewed this with the technician and we were advised that you were with the technician as he plugged in the unit and reset the breaker.  It was advised to us that you should contact your homeowners insurance that this would be a claim for an insurance company, not for CHW.  Please note CHW isn’t an insurance company as stated in Section A.#3.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. Upon review of your policy, we do see that you have spoken with one of our Sr. Agents who is providing you a goodwill gesture of a refund of the policy.  A release agreement has been emailed to you from our Customer Advocates.  Once you provide this back to them, they will have the billing department process the refund for you.We do sincerely regret the frustration that you have encountered and do wish the best for you.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: it was determined by the repair Tech that it was normal wear and tear and I have the notes that he submitted for the claim. I have also made a call to [redacted] appliances and this would be considered normal wear and tear and should have been covered by the Home Warranty. They have low-balled reimbursements that has cost us a fortune. Between the $45 service fee charged for the tech to come out followed by no payment or very low reimbursement it's a total scam.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I feel frauded and deceived! As I stated in my complaint of 5/24/17 the CHW specialist informed us that if we choose a Hvac company of our own once the work is completed to fax the receipt and we would be reimbursed. Nothing else was said so we did exactly what we were instructed to do only to be denied full payment of our hard earned money that we do not have. We can't  afford 873.00 to be taking from us when we pay our premiums every month on time to have peace of mind. This is abusive and deceptive and we feel victimized and if there is any question about our claim just replay our conversation of 5/24/17 and it would prove that we are 100% truthful in our position! We need and want our full payment because the warranty specialist misguided and misrepresented us which prompted us to pay out money we can't afford! Once again and I can't emphasize it enough, the warranty specialist only stated for us to get a receipt fax it and that CHW would reimburse us and that was it!!!!! We did our part and we want and need our 873.00 we paid out in order to have the peace of mind that CHW is falsely claiming they provide. Right now we our very troubled and devastated by CHW handling of our loss! 
Regards,
[redacted]

Dear T[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 any miscommunication or confusion. You should expect a member of the team to reach out to you today to resolve this issue.  Regards, CHW

Dear [redacted],We apologize for the inconvenience this may have caused you. Please note that we credited your account in the amount of $783.00 on August 10, 2017.  It may take up to 7-10 business days for the funds to appear on your bank account. We appreciate your business...

therefore as a goodwill gesture, we have added a onetime free service call to your policy. Regards,CHW

Dear [redacted] [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 leaking at the bottom of the tank and needed to be replaced.   Per our policy, Section Letter D., Number 6, CHW does not cover the “...main, holding or storage tanks…”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 ustomer experience, therefore we offered you funds in the amount of $200 as goodwill gesture to assist you on the non-covered claim.  You accepted this offer.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],Once you signed up with CHW you automatically receive an email that welcomes you to the company, you then receive a hard copy in the mail.  If all fails you can view the policy by going into the customer portal where you placed your claims and could view it there.We see that you had paid 2 payments in the amount of $111.56, one payment was taken on the day that you signed up with us and the second was taken a month later.  You did not pay the total amount due for the policy which was $446.25.  CHW paid $80.00 in claims for your policy and therefore when you cancelled you are charged an administrative fee of $50 and any paid claims. Since the total amount paid to us was $223.12, your refund was $58.12 that we did provide you with on 2/29/16.We do regret your frustration and wish you the best with your future home warranty needs.Thank you,CHW

[redacted],The galvanic process is considered to be corrosion, this is where the metal turns green and this spreads without being properly maintained.  The technician advised us that the unit had failed due to rust and corrosion which is not covered per our policy.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 [redacted]t.   Upon review of your claim it appears your claim was processed in accordance with the policy section Letter F, Numbers 1 and 8. CHW isn’t responsible for repairs related to rust and corrosion.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear Patricia HarrisonOur 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, I do see that your unit was not covered due to sever lack of maintenance, the pictures that were sent to CHW showed us that the unit was not properly maintained.  There is dirt and debris in the unit and the coils are dirty as well.  CHW did offer you a goodwill gesture of $250 towards this claim but you failed to mention that the property was not occupied.  Per our policy, we will not cover a claim for a home that does not have people currently living in the space.  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.We will still stand by our offer of the goodwill gesture of the $250 that we have authorized already since you did accept but we are not able to assist with more towards this claim.We do appreciate your feedback as this does help us with our customer service and service providers.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 our web site at [redacted]. We do apologize that you stated the technician misdiagnosed the system, he reported to us that the evaporator coil failed due to rust and corrosion.  He stated that there was a leak as well.  You advised us that the technician took pictures along with a video and upon review that is what we did see.  You also stated that the technician left the screws out but you had your own technician come and diagnose the system who stated it was a $3 part.  The diagnosis that we received by you per the second opinion was that there was a drain line stoppage and we did inform you that this would be considered maintenance which CHW does not cover. Per section F. Limitations of Liability #12. Since you had a complaint against the first technician, it is documented in your file with CHW not to send that technician back to your home.  Also, per our policy Section F. Limitations of Liability #19 states that CHW is not responsible for the technician’s negligence. CHW did add a onetime free service call fee to your policy for the inconvenience however we are not able to send the technician back to your home to place screws back into the system since this was a non-covered claim.  You however can reach back to the technician if you would like for him to come back and replace the screws.  Please note that the leak test confirmed that there was a leak in the unit that was caused by rust or corrosion. Per our policy CHW does not cover failures due to rust, section F. #1. You are welcome to provide us with a different diagnosis to [redacted]  Since leak detection tests are not covered but it was needed, CHW would not be able to reimburse for that test.  Again, you feel that it was not done properly you can reach out to the technician and speak with him about receiving those funds back.  The service call fee and the test for leaks, those funds do not come to CHW, they are paid to the technician. We have provided a goodwill gesture to reimburse you for the service call fee for your next claim. We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy. Regards, CHW

Complaint: [redacted]
I am rejecting this response because:
The assigned ID [redacted], [redacted] [redacted].  I need to inform you that the complaint in regards to Choice Home Warranty has not been resolved.  Choice Home Warranty has not made any attempts to contact me.  I have tried many times to get in touch with them and they are not complying. I've called  the Customer Solutions Department  at ###-###-#### and I was on hold for over 30 minutes.  I then decided to call their ###-###-####.  After approx. 15 minutes holding I would get a customer service representative and I would ask to be transferred to the "customer Solutions Department and I would be placed on hold.   After being on hold for an additional 10 minutes or more another customer service representative would ask me for my account number and it's all repetitious and was never transferred to the "Customer Solutions Department".  Its all a game.  It's just wrong of them to take customers money and give "us" consumers the run around.  This is abusive and criminal.  Choice Home Warranty needs to be stopped and shut down once and for all.  This case has not been resolved.  Thank you for your time and hope to hear from you soon.
Regards,
[redacted]

[redacted] ,We do see that you are working with one of our Managers in regards to resolving this issue for you.  Please contact Harry as he will be able to assist you with the resolution for this claim.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 unit was low on Freon due to a rust and corroded evaporator coil. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied therefore your requested to cancel your policy. We regret to hear your wish to cancel.  To process your request please contact us directly at ###-###-#### 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