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 [redacted]   A review of the claim shows that the claim for your heating system was handled according to the policy. The diagnosis that CHW received from the technician is that the wiring harness that connects to the control board is corroded and won’t accept the signal from the flame sensor. Section Letter F, Numbers 1 and 8 of the policy indicates that CHW is not responsible for repairs related to rust and corrosion. There was an invoice received dated 10/19 for repairs that were completed. The flame sensor was replaced and the duct sealed on another unit. This was done prior to the dispatched technician going out and is not considered a second opinion. Additionally, this was done without prior authorization, which according to Section Letter C, Number 3, prior authorization is needed for reimbursement. This claim remains non-covered. CHW did make an attempt to provide a goodwill payment of $100 to be used towards repairs and it was declined. The goodwill offer of $100 still stands. Please call the CHW customer service team at ###-###-#### if you have questions.   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. The diagnosis that was received stated that condenser fan motor locked up and needed to be replaced.  Your policy effective date was April 28, 2017 in which you stated that your system stopped working the morning of April 28, 2017.  The failure of your condenser fan motor locking up would not have happened in the short lifespan of the policy.  Per our policy, Section Letter F, Number 1, we do not cover any “known or unknown pre-existing conditions.” Our Sr. Claims Specialist advised you about the outcome of the claim, and in response to your dissatisfaction, you were offered $100 of goodwill funds to assist on the non-covered.  You declined this offer and requested to cancel your policy.  Please refer to Section L of Cancellations in our policy, as you were not entitled to a full refund.  This 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.   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: I have yet to receive the refund back to my card. It didn't take this long for the initial charge to be completed, so I'm not sure why the refund is taking so long. Please provide a receipt showing that the refund has been processed on your end.
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 our web site at [redacted]  Upon review of the claim you placed in July, we do see that the diagnosis states that the unit was leaking water which is exclusion to the policy.  The second technician stated that it was leaking Freon and that there was a leak in the A Coils caused by rust.  Rust is exclusion to our policy for a failure; this is also a sign of a lack of proper routine maintenance.We had spoken to you on 11/17/15 again in regards to this claim and did provide you with a good will gesture of $250 for this non covered claim.  We do apologize that you are not happy with the good faith offer that was provided and accepted but there would be nothing more that we could do to assist you with this claim.We do regret the frustration that you have had however CHW is in full compliance with our terms and conditions of our policy.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]p.Upon review of your claim, we do see that you placed a claim for your heating system and CHW advised you that the parts that were needed are no longer available per our policy Section F. Limitations of Liability #9 states “If parts are no longer available, We will offer a cash payment in the amount of the average cost between parts and labor of the covered repair.”CHW followed the process and did offer you the funds and even upped the amount to $200 for the parts and labor as the original cost would have been $195.00. CHW is in full compliance with the terms and conditions of our policy. Best regards,CHW

Dear [redacted]We have received your records and have submitted them for review.  Once the information has been reviewed, we will contact you. 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.
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 we received, it stated that the thermostat failed and needed to be replaced.  Choice Home Warranty approved this claim and authorized the technician to come out to make the repair.Two weeks later, we received a call from you stating that your freezer started over freezing again.  We dispatched the technician back to the home to diagnosis the issue, however, the technician was unable to determine the cause of failure.  As we strive to provide the best customer experience, we dispatched another technician as a second opinion, at our expense, to diagnose the issue.  Based on the 2nd diagnosis that we received, it stated that your unit was not cooling as it was low on Freon and needed a new seal system.  The loss of Freon indicates that there is a leak in the system.  Per our policy, Section Letter D, Number 3, we do not cover “…Leaks of any kind…” and “…Freon…”Our Sr. Claims Specialist advised you the outcome of the claim, in which you were not in agreeance with as you stated that you were told by the first technician that the system needed to be replaced. Please note that the recommendation of replacing the unit was never given to Choice Home Warranty by either of the technicians.In regards to the technician’s behavior, Choice Home Warranty would never want you to be upset with the technician that comes to your home nor do we condone any rude behavior.  We will report this to our Vendor Relations Manager who will then speak with the technician about his manner and tone.Please understand, that per our policy, Section Letter C, Number 4, states that the service call fee must be paid on every claim.You contacted our Customer Solutions Department and requested to cancel your policy. At this time we are unable to move forward as per your request, this policy has been cancelled.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: Contractor sent to home was unlicensed and not "authorized" per terms of agreement. Several contractors refused job over months of 100 degree heat due to Choic unrelability of payment. Last contractor refused job due to choicez previous fullfilment lack of payment. Unit in home still remains taken apart and in worse condition than before call. Unlicensed Contractor may have even caused the damage Choice is now not covering.
Regards,
[redacted]

Both of the coils were rusted and corroded and leaking. During the conversation you held with the CHW representative you indicated that you had added Freon several times. This is a result of a leak which causes rust and corrosion. Per the policy terms, section Letter F, Number 8, repairs related to rust and corrosion are not covered. However, as a valued customer, CHW sent you a goodwill payment in the amount of $150 to assist with the repairs of the non-covered claim.   Regards, CHW

[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 for your AC, it states that the technician diagnoses the unis as failing due to rust or corrosion.  Per our policy, we do not cover anything that fails due to rust or corrosion, please see Section F. Limitations of Liability  1. 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.  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.     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.We do apologize for any frustration that this claim has caused you, Unfortunately this claim would not be able to be covered.Respectfully,Tracy

Dear Mr. [redacted],After review of your claim, it was stated that the condenser was not functioning properly; it had failed due to a lack of proper routine maintenance. The records that you provided us with did not show that there were serial numbers, or model number of the unit that you had serviced. They did not show that all the proper maintenance was completed; only that you had a filter changed and that the coil was cleaned.  Per the manufactures specifications this is not proper routine maintenance. We do regret your wife’s condition however CHW is abiding by our policy.  Since you seem to disagree with the terms and conditions of the policy, regardless that CHW has paid $677.24 and the policy is due to expire, we will be willing to provide you back with a refund of this policy.If you are interested in a full refund of this policy, please contact us and we will provide you with a form to sign that states that this is a mutal agreement.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]   CHW regrets the loss of any valued customer, however, if you are not happy with the service and there is nothing that can be done to keep you as a valued customers, CHW will work with you in accordance to the policy section Letter L to have the policy canceled. A request has been sent to the appropriate department to reach out to you to handle your request. If you have any questions, please call customer service at ###-###-####.     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. I am out of town but have received the said paper and have to get it signed and notarized - but I ALSO want to say it was NOT before I was able to use the policy - the 30 days had expired and we didn't get into the house till the day I called which was past the 30 days which is WHY I bought the policy the way I did - but no matter, I will take my money back and get the signed paper to you when I am back in town
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Those statements are incorrect.  I did not state that my unit was not professionally inspected.  My husband did not know where the receipts for inspection and maintenance were kept.  Choice Home warranty sent someone out in 2015 and 2016 for my unit.  Not once those times did they say my unit was not maintained.  I provided receipts of maintenance and repairs for my unit to Choice Home Warranty and explained numerous times that my husband did not know where I kept the receipts.  They did not provide you this information in there documentation.  This company is scamming so many individuals.  Choice was contacted by me. August 15, 16, 26, 27, 29.  I emailed them my documentation and told them to go by was written and not stated.  They are doing there best to find any excuse not to replace my unit.  The technician from the air condition company also stated that they did not tell Choice that the unit was not properly maintained.  My husband called the company and was told that they are waiting on approval to fix the unit.  Why did choice send someone out to repair my unit twice and now won't pay for a replacement.  Please investigate this company you will find others experiencing the same thing.I did not say my unit was not professionally maintained.  Not once!!
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 [redacted].   We are prepared to offer a full refund of your policy in the amount of $440.00 as a goodwill gesture. Please call our customer service department directly at [redacted]. We will be able to provide you with the relevant information needed to receive your refund.   We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

[redacted],Normally, CHW would need to have proof of repair for the goodwill to be sent out to you however, we have placed the check in the amount of $100 for you to receive without providing the proof.  You will receive the check within 30 business days.Thank you,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 the claim that you wanted to place on 04/27/15 we did advise you that our policy does not cover kitchen exhaust fans for the oven.  The only aspect of the oven that is covered is the parts that make the oven heat.  I do see that we have refunded you your entire amount that you paid to the policy and it has been cancelled.  We do appreciate your feedback as it will help us improve our company to benefit our customers.Best regards,CHW

Thank you for your feedback, we do apologize any frustration and we will manually remove the email from our system. Thank you,CHW

Dear [redacted] ,Per the email that you sent to [redacted] M. today, she has provided you with a release agreement for a refund of the policy.  If you would like to accept this goodwill gesture, please send the release back to her and we will provide you with a full refund. Thank you,CHW