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. Upon review of the policy that was purchased on 6/22/15, you were provided 30 days to review the terms and conditions of the policy.  The policy then began on 7/22/15, after the 30 day grace period that allows you to review the terms and conditions of the policy and ensure that all the units or appliances in your home are in proper working order.On 8/11/15, you placed your first claim for your AC System and although this claim would not be a covered claim, CHW did provide a goodwill gesture to you and provided Freon to the unit in the amount of $205.00.  We did explain to you that this was considered to be a pre-existing issue since the policy had just begun and having a loss of Freon as such does show that the unit did not enter the policy in proper working order.  We explained to you that you must have proper routine maintenance completed by a licensed technician on a routine basis as specified by the manufacture.CHW than assisted you on two other claims until you placed the last claim for the AC again on 4/18/17.  You stated that the unit wasn’t cooling. CHW did provide a technician to your home to provide us with the diagnosis.  The issue that you had in 2015 was still an issue at this time.  The evaporator coil was leaking Freon on the end plate on the U-Bends.  Had this unit been properly maintained by a licensed technician, this would not still be an issue that you would be having.  This shows CHW that the unit was not properly maintained as specified by the manufacture warranty.We welcome you to provide us with routine maintenance records. As it states in our policy under Section F. Limitations of Liability #12:“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 routine 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. In the event a claim is denied, and a customer seeks to have CHW review that denial, CHW has the right to request routine maintenance records in reviewing its decision.”Please send the routine maintenance records to [email protected] and we will be able to review and resubmit the claim to our authorization department.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

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 have received a check for $250.00. Please note the date that I have received the check, was after I send the complain to Revdex.com. So CHW owe me $274.99.

Complaint: [redacted]
I am rejecting this response because:
Regards,
Sharon [redacted]  Your salesperson assured me before I accepted the Contract, that you would not send any contractors here from Vegas. It's 65 miles away and takes over an hour to get here.  I complained several times to your company about sending him. He was unable to fix my old unit and you would not warranty it. So we purchased a new unit from the contractor you sent to us.  His service is below standard, and he is not a nice person. However if you want to accept this quality of contractors in your portfolio, then I will have to seek relief in other manners.

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 [redacted]   A review of the claim shows that the claim was processed according to the policy. The diagnosis that was received was that the unit is in bad shape and has air leaks from the casing, lacking efficiency, the ignition control is not working, gas blowing through the heat exchanger and the heat exchanger is cracked. Section Letter F, Number 12 of the policy 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”.   CHW doesn’t require maintenance records, however, you are invited to submit the maintenance records for a review of your claim. You indicated that at this time, it is too cold to obtain the maintenance records in your residence. Once you have the information, you can submit it to in[redacted] for a review of the non-covered claim.   Please note that CHW is not an emergency service. Based on the information that you submitted, you should refer to the technician that initially was there in which the gas leak began to assist with the repairs.   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],I guess I have no option but to accept. But yes the booklet does have the ways out for the CHW not to pay. These are not in your adds. If these things are in your warranty you should have them inspected and refused to warranty this item. You accepted the responsibility of warranting this item. I paid you in good faith. I have only owned the home less than 3 years and had this A/C unit worked on twice. Nothing was told to me about rust or anything. But a unit 20 or 30 years old likely does have rust. I know nothing about what is inside the units.  ALSO I heard the lady offer $135 not $150 but that is still low, The lady was hard to understand, but she hung up an me before I, we could finish talking. I guess she was finished I was not, I don't like being hung up on.  
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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that CHW had agreed to pay for the following as a goodwill gesture:*EVAP COIL*TXV*DRAIN PAN*RECLAIM/EVAC*TORCH FEE------- TOTAL OF $525.17It shows that you would be responsible for the remaining balance of $1250.00. We also show that on 12/3/15, you had spoken with Aaron and it is documented that once your technician was there, you would call Mr. [redacted].  We do not see any other notations that you had called in reference to this claim after that.Since you have had the work completed, CHW is still willing to cover the cost of what we had originally offered to you which would be $525.17.  Please note that this is not a covered claim, CHW does not cover failures that are a result of rust or corrosion which your unit did.If you would like us to provide you with this amount still, please feel free to contact us and we will be happy to provide the goodwill gesture to you.If you would like to cancel the policy as you stated, you would be provided with a pro-rated refund per Section L. Cancellations.We do regret your frustration with this claim however; CHW is in full compliance with the terms and conditions of the 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

Complaint: [redacted]
I am rejecting this response because: when I called the company that wasn't the problem. The problem was the fan was not working. So they had to replace the condense fan motor which cost $450 to replace.  That has nothing to do with clogged drain. 
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 http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, we do see that you placed a claim for your hot water heater and under the exclusions of our policy; this would not be a covered claim due to CHW not covering the actual tank.We do see that you have cancelled the policy and did receive a refund based upon our Section L. in the policy.  We 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

Hello, There is no record of a call made from a technician for a pre-authorization for this claim. Please ask your technician for the authorization number provided so that we can proceed accordingly with this claim.  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]
* This information has been sent to your Territory Manager and they will contact you to assist. Regards,CHW

Dear Mr. [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 your claim has indicated that a leak detection test needed to be performed. Under the terms of our policy, Letter D, Number 4, this is not covered. On May 23rd, we received information indicating there was a lack of routine maintenance, which resulted in the Evaporation Coil leaking Freon. When a unit is not properly and routinely serviced by a qualified professional, debris builds up on the unit and degrades composition, resulting in Freon leaks. This is reflected in our policy, Section Letter F, Number 12. In the event you would like to submit routine maintenance records, Choice Home Warranty will be happy to review the records in hopes of a more favorable outcome. You can submit the records to [redacted].We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy. Regards,CHW

[redacted]Please note that our advertisements state NEVER PAY FOR COVERED HOME REPAIRS AGAIN. Then it takes you on the bottom of the main page to the user agreements where you can view the policy.  This is where anyone even not CHW customers’ can view the policy.  Our advertisement explains exactly what we do and our policy is spelled out for the customers.  If you do purchase the policy, you are provided 30 days to keep or cancel and if you chose to cancel, you will receive a full refund however if you keep it, you are then subject to the terms of the policy.Please review the offer that we have made to you since this is not a covered claim and per our policy, Section F. Limitations of Liability #19 does state that we are not responsible for the technician’s negligence. The records that you submitted are not proper routine maintenance and in reference.  Also, the Revdex.com is just like any business and we do not pay for their business therefore we are not accredited.  We do hope that one day we will, however we are not to date. 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/useragreement.com.Upon review of your claim that you placed with us on 6/8/15, we advised you of the technician’s diagnosis.  He stated that “CONDESER WAS CLOGGED BECAUSE AIR WAS NOT BLOWER AIR OUT THE TOP OF THE UNIT IT WAS BLOWING OUT THE SIDES SO HE CLEANED THE CONDENSER AND FOUND SOME OF THE FINS TO BE DAMAGED ON THE UNIT IT MAY BE PREVENTING UNIT TO COOL PROPERLY”  He also stated that this is a clear sign of a lack of maintenance.  We advised you of this and you did send us records but the records showed that the system had a dirty coil and dirty coils.  Showed the unit to be in poor shape.  The second record that you provided us with shows that the unit had Freon added to the unit which was 4 months after policy started where they stated back than unit needed replacement”Per our policy Section F. Limitations of Liability #12, This was after policy started where they stated back than unit needed replacement this was customers first AC season with us no records prior to that regardless photos and report confirms outcome here and claim is not covered)We do apologize for any frustration that you have experienced with this claim.Thank you,CHW

Dear [redacted],We regret to hear your frustration.  We have cancelled your policy and have started processing your refund as of August 2, 2017.Please allow 7-10 business days until funds are available.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 signing up with CHW, customers are able to review the policy as it is stated above it is online for anyone to review. Also, upon signing up with CHW you are provided 30 days before the policy begins to ensure that you fully understand the terms and conditions of the policy.  This time, you are to ensure that all the units in your home are in proper working order. If within this time you disagree with any of the terms and conditions, you are able to cancel with a full refund however; if you chose to start the policy with us, and then you chose to cancel, you are subject to the terms and conditions of the policy in Section L. Cancellations.For the first claim that you placed, it was for the Air Condition system and as a goodwill gesture since this claim was not a covered claim, we did provide $660.00 to assist.For the second claim that you placed for the water heater, on 6/8/16, it was stated that the unit needed to be replaced.  Per our policy, Section D. Coverage #6 states that we do not replace the actual tank.  For the third claim that you placed on 8/12/16, for the oven, you stated that it “caught fire” per our policy not only do we not cover fire damages as stated in Section F. #8 but the failure could not be determined due to the lock which is again not covered.CHW has followed our policy in regards to these claims.  If you chose to hang up and have work done without proper and prior approval, CHW will not reimburse you for that amount because per our policy, Section C. Service Calls, #3 states that we will not provide coverage for unauthorized work completed.In all the claims that you have placed, CHW has process according to our policy.  We urge all customers to review the terms and conditions of the policy and if you have any questions or concerns you can always contact CHW or review the policy.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],We are very sorry that you feel as though our customer service is poor, this will be directed to our Quality Control Manager and she will be able to go through the recordings to see if we do have any customer service reps that are or were rude to you.  I do apologize if they were and they will be reprimanded if they did say or do anything against company policy.I do see that your refund has been processed and we did give you as our policy states, a prorated refund of the policy.  Your refund was for the time you had your policy, as stated in the policy 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.We are sorry that you disagree that you should not have to pay for the cancellation fee, we did however wave the fee's that we spent on the technician for your AC claim and only charged you the amount of the administration fee (you call it a cancellation fee) of $50.00We appreciate your feedback as we do not want any of our employees to be rude to any of our customers, CHW does not tolerate that type of behavior.  We do apologize, your refund has been given to you and there is nothing that we can further assist you with.Respectfully,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 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, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”In addition to that, please note that your policy coverage start date was August 21, 2017 and as you stated, the last time your unit was working was August 21, 2017.  Your unit would not have failed within the short lifespan of your policy.  Per our policy, Section Letter A., Number 3. CHW requires all units to be in proper working order on the effective date of this home warranty contract.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 have placed a onetime free service call fee onto your policy.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,

[redacted],Thank you for your feedback, we do regret any frustration that you have had.CHW

I am rejecting this response because:
I  actually  applied for the warranty in Mar h, but my policy didn't take effect until April.  I  also recently  just turned on my AC and noticed the problem. So it wouldn't  have  been  a  preexisting  problem 
Regards,

Complaint: [redacted]
I am rejecting this response because: the response is nonsense. The response does not answer the original question. The claim was rejected based on faulty logic. CHW claims debris that entered the air handler unit after the air handler caused the air handler to break. If CHW can explain how that happened, then I will accept their response. My guess is that CHW cannot do that, which is why they keep sending responses that have nothing to do with answering that question.
Regards,
[redacted]