Bass Services, Inc.

[redacted],
Per the technician’s diagnosis, the AC was “nearly empty of Freon”, he also stated that the Freon was leaking out of the coil due to rusting and corrosion of the coil. Per our policy, Section F. Limitations of Liability #1 as well as #8 states that we do not cover failures that are due to rust.
Also, per the policy Section D. Coverage #4 under the excluded portion “leak detection” tests are not a covered item either.
We do understand your frustration however this claim would not be a covered claim under or policy guidelines.
Thank you,
CHW

Dear [redacted] You have provided CHW with 5 payments that have equaled $154.15. Since you are very unhappy with our company, we are offering you a full refund of the paid amount that you paid to our company.
Please contact us and we will provide you with the proper information that you will have to fill out to receive the full refund of the paid 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] A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that gas control valves failed and needed to be replaced.   Per our policy, Section Letter D, Number 5, CHW does not cover valves.Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which were you were not satisfied.  We strive to provide the best customer experience, therefore, as a goodwill gesture we have added a onetime free service call fee onto your policy that can be used on your next claim.  We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted],We do understand your frustration and we do not want anyone to feel as though they were as you stated a “victim”.  CHW is following our policy and we provide the coverage based upon what the technicians advises the diagnosis is.  You as a customer do not have to use the technicians that CHW provides; you can always use your own technician and have them provide us with a diagnois before any work is completed.Since you stated that you want to cancel, we will be happy to provide you with a full refund of the money you paid to us as a resolution.If you would like us to refund your payment to us in the amount of $450.00, please contact us and we will email you a release agreement that states that you are agreeing to a full refund as a mutual agreement.If you would like to cancel without the full refund, please contact our cancellation department Monday- Friday from 9-5pm.We do hope that you accept our good faith effort.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 our web site at http://www.choicehomewarranty.com/user_agreement.php.
Upon review of your claim, we do see that CHW has assisted you with a goodwill gesture to cover the cost of this unit. Please understand that our policy does not cover any type of failures that are pre-existing to the policy start date. The policy that was purchased on 3/13/17 and began on 4/13/17 could not have had a failure such as this within the time frame that you had the policy which would make it pre-existing however again, CHW has provided the funds to cover the claim.
We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy.
Regards,
CHW

[redacted],We cannot provide you with a technician since the policy had been cancelled but we will be able to provide you with a full refund of what you paid in full for the policy.  You paid a total of $109.99.Please advise if you would like a refund and we will process a credit to you.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]
  A review of the claim shows that the claim was processed according to the policy. Based on the diagnosis that was received from the technician the issue was with the breaker in the sub panel. Section Letter D, Number 7 indicates that sub panels are excluded in the coverage. You were informed of the $50 Administrative fee for the cancelation based on section Letter L of the policy. CHW doesn’t want to lose any valued customers, however, if you would like to cancel, 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

Complaint: [redacted]
I am rejecting this response because:   Thank you for looking into the dispute with Choice Home Warranty. I would like to state that the issue was never fixed. At first, Choice Home Warranty claimed that the pool was damaged by the "freezing weather". But now they said that an improper repair or installation is to blame. My policy started on 9/24/2015 and runs through 3/24/2019. This policy was paid in full in advance. They mention 300 dollars as "goodwill". I don't see how this could be a goodwill gesture when I have paid 3 years in advance. I find it hard to trust Choice Home Warranty when many people throughout the US facing the same issues I have with this company. Even on your own website, you can see that this company has mostly negative reviews. 
Regards,
[redacted]

I am rejecting this response because:On one side, company is saying technician said it is pre installation.
  And on the other hand technician said, it should be approved that why he break the ceiling.Why I contact with the technician, you ( company) should do it, it was their technician,, not my choice.

Complaint: [redacted]
I am rejecting this response because:  We have reviewed the policy.  We can go back and forth on this matter but it is apparent that CHW has refused to look at all the information and follow the policy.  The unit had the regular maintenance we have done every year and passed with no problems noted.  The unit worked perfectly for months before the day it quit.  Due to the unit not working due to short to ground, the only reason that it could have happen due to the information is the age of the unit which your policy states is covered.  The 2nd and 3rd opinion we received after your denial looked at all the reasons why it would short to ground and the situation of the unit leaving age as the reason for the malfunction.  CHW, of course, did not consider any of this but just said no. Again we do not understand the second opinion and again are asking for clarification to make a decision.  You had stated previously that the $1500 would not be the policy refund but CHW would not pay anymore unless we took option 1 of a full refund of $1530.  Please explain the second option if we were to accept the $1500 cap then what happens to the three and half years that we paid for the policy?  Also we detailed out the refund and do not understand how you have determined the remainder of the policy.  Please clarify option 2 so that there is no confusion on any part.  We have several options and need to determine the best route to proceed.
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] Upon review of your claim, I do see that CHW is in the process of assisting you with a new unit.  They have offered to provide you with either the $450.00 or the new unit of Hotpoint 17.6 cu. ft. Top Freezer Refrigerator in White or Black-Model # [redacted]. CHW is waiting for you to respond to one of their Customer Advocate’s Cindy who emailed you on 3/7/17 with this new information. We do hope that you would like to accept either the unit or the funds. Please note our policy as Cindy explained to you. 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. Upon review of your policy that you have with CHW, we show that the policy was purchased on 5/23/16 and you were then provided 30 days to review the terms and conditions of the policy.  Your policy than began on 6/23/16.  Our policy states in Section A. Coverage #3 that all units must enter the policy in proper working order.  CHW does not provide an inspection for our customers’ units, we expect that the customers ensure that they have all units properly maintained and working.  Our policy states in Section F. Limitations of Liability #12 that the customer is responsible for the maintenance for the units as specified by the manufacture.Upon entering the policy, we do expect our customer’s to review the terms of the policy and if they disagree with the policy, they are entitled to a refund prior to the 30 day grace period.In reference to your Air Conditioning system claim, we do see that this unit was not covered per Section F. Limitations of Liability #12, due to the fact that the evaporator coil was iced, there was a leak underside of the edge of the evaporator coil, the unit was low on charge, the filter was completely clogged and the coils were also dirty.  This shows us that the unit was not properly maintained before entering the policy and therefore would not be covered.In reference to the water heater claim that you had, the unit did fail due to a normal wear and tear of rust however our policy states in Section F. Limitations of Liability #1 & #8 that we do not cover for failures that are caused by rust or corrosion.  Our Sr. Agent did provide you with a goodwill gesture in the amount of $150.00 to assist you with this claim in which you did accept.We do regret your frustration however, CHW is in full compliance with the terms and conditions of the policy. Regards,Choice Home Warranty

[redacted]Please be advised that the CHW offered to repair the unit as a goodwill gesture for you however since you do not have coverage for the ice-maker, CHW would have to have a release agreement that states if it is not fixed properly, you will be responsible for any other repairs.Please see Section Letter D. Coverage #8.If you would like to cancel the policy, it does have to be a mutual agreement per Section L. cancellations #4 however we have agreed to cancel the policy for you.  If you would like to cancel this policy, please call us and the day that you contact us will be the day that we cancel the policy for you.  This is documented in the policy that you rejected our goodwill offer to repair a non-covered item and that you are wishing to cancel.Once you contact our cancellation department, we will cancel your policy per terms.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,
My issue with them was the fact that they told me the part was discontinue when it was not. After them telling me they would get the part from Samsung. I call Samsung and was told that they would send a person out they did and the part was available. Choice ask me for their number and Choice never calling me back. Choice not owning up to make the repair because of the cost therefore choosing to offer me the $120.00. Why would I need their warranty when all they need to do is fall back on their section F. 
Dale Martin-bell

Complaint: [redacted]
I am rejecting this response because:  The lack of maintenance they describe is not only accurate but the did not listen to their own field technician who stated that this failure was age, not maintenance related.
Regards,
[redacted]

We do apologize that you feel as though CHW did not help you with your claims for this policy.  We do show that you paid in total $358.30 for the policy ($35.83 for 10 months) within those 10 months before you cancelled your policy, CHW had paid out a total of $1084.00 for the claims that you had placed.  Due to this, we cannot offer a full refund. Also please note our policy Section F. #19 in reference to the service providers.  You as the customer could have requested to use your own technician and opted for our reimbursement option.  We understand the frustration that this has caused you but there is nothing more that CHW can do for you at this time as we are in full compliance with our terms and conditions of the policy.All the Best,CHW

Complaint: [redacted]
I am rejecting this response because: that is not the reason stated on the second opinion.  The reason stated was due to age, which I consider to be normal wear and tear.  I am a senior citizen on limited income and bought the warranty to avoid these costly repairs.  I will not accept the offer of $150 towards a $1600 repair.  I would accept and keep a favorable opinion of the warranty company if the offer was $1000 or at least half of what I had to pay.  When I originally took out the warranty, it was the coverage for the AC that was most important and the sales person was very reassuring about this coverage.  I feel his pitch was just to benefit him and the company.  I certainly did not get "peace of mind" from this warranty coverage as stated by the salesperson. 
Regards,
[redacted]

The information provided to CHW by the qualified technician was that the filter was blocking the air flow. This is not normal wear and tear. CHW covers mechanical failures due to normal wear and tear. This is something that would have been determined during a routine maintenance or maintenance. If your unit is under a year old, you may want to contact the manufacturer of the unit.  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]   A review of the claim shows that the claim was processed in accordance with the policy. The diagnosis that was received was the unit was dirty, the chamber had severe rust and corrosion, which resulted in a restricted air flow. 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”. The documents submitted to CHW were not documents indicating that the unit had been serviced in accordance to the manufacturer’s guidelines. CHW isn’t involved in routine maintenance so wouldn’t have the responsibility of checking to ensure the records are adequate. Also, the claim that was placed on 7/18/16 did include the information that was needed as it relates to the units make, model and serial number.   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]   A review of the claims placed shows that the claims were all processed in accordance to the policy. The policy was purchased on 2/8/16 with an effective date of 3/8/16. To be sure that you were aware of the policy it was emailed and mailed on you on 2/8/16. The policy provides information into any exclusions that appear as well as the coverage and limitations. There have been 4 claims placed and processed since the policy began and all have been handled based on the policy. Please accept the apology of CHW if you feel as though the sales practices are very aggressive, however, the policy offers assists many customers and offers the peace of mind that is needed. CHW values all customers and doesn’t want to lose any customers, however, if you would like to cancel, please refer to section Letter L of the policy. A link to the policy is also included above. You may also 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