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 [redacted]   Upon review of your policy, I do see that you placed a claim for your dryer and that the service provider explained to us that the failure was due to a heating element that went bad and the heat sensor as well needed to be replaced this was a result from the lint buildup that was not cleaned.  Per our policy, CHW doesn’t cover failures that are a result of a lack of proper maintenance.  We also see that you have cancelled your policy with us and we would not be able to assist you on this non-covered claim. We do regret the frustration with this claim however; CHW is in full compliance with the terms and conditions of our policy.Best regards,CHW

Complaint: [redacted]
I am rejecting this response because: CHW refuses to acknowledge the complain.  If the unit was too small for the room, I am fine with that. I find it hard to believe a room smaller than 400 sq feet needs a 2.5 ton unit, but I will get a second opinion. MY concern is that their representative told us one thing, and CHW tells us something completely different. Just their way of getting out of doing their jobs. 
Regards,
[redacted]

The reason provided for non-coverage of the item i.e. rust/corrosion is unacceptable. One does not buy Home Warranty coverage on brand new appliances; they are covered under manufacturer's warranty anyways. One buys it for the peace of mind, on relatively older units. Rust/Corrosion is therefore part and parcel of any unit that is old and has been running for some time. Simply by stating that the appliance is old and was damaged due to rust and corrosion, the company can walk away from covering pretty much any/all repair requests. There seems to be a pattern - if the repair costs are above a certain threshold, loopholes and fine-prints are sighted to deny coverage.I would like to make the complaint public so people are not duped into buying coverage from Choice. My experience should at least help other innocent customers who should know what they are getting into.

[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

Dear [redacted],We regret your frustration. Please understand that the motor bearings that were bind, the worn out idler, and the frayed belt, all took time to fail.Your policy coverage start date was May 17, 2017 and you stated that the last time it was working properly was May 31, 2017.   This failure could not have occurred in the matter of 14 days.  Our policy states, in Section F, Number 1 that “…not responsible for any known or unknown pre-existing conditions…”As of June 13, 2017, your policy has been cancelled, therefore no further action will be made on this claim.  Regards,CHW

Dear [redacted] Again, based your policy coverage start date was 8/3/17 and you advised the last time the unit was working was 8/6/17.  Please understand that tank would not fill up in a matter of 3 days. The outcome of this claim remains non-covered. Please be advised that your bank placed a chargeback on your policy, therefore please contact your bank for your refund of $53.75.Regards,CHW

Complaint: [redacted]
I am rejecting this response because: We watched both repair companies work on the AC unit and I did not see them take any pictures.  I have also not been given a copy of any such pictures.  The AC unit was working prior to our first phone call it was just not cooling as well as it should.  I do know what your policy says but I would think that a business that provides a customer service would be interested in making sure that the people they hire preform the work they were hired to do.  After all it is your business that they are representing. 
Regards,
James [redacted]

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]t.   Upon review of your claims it appears that the claim regarding your pool spa has been approved. The claim for your washer wasn’t covered in accordance with the policy guidelines section Letter F, Number 19 in which secondary damages are not covered. The initial cause of your problem is the broken door latch and door latches are not covered in accordance to policy section Letter D, Number 2.   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 claim shows that the claim was processed in accordance with the policy. The diagnosis that was provided was that the zone board needed to be replaced. Section Letter D, Number 5 of the policy indicates that zoned systems aren’t covered. This is the policy that was sent to you upon purchase of the policy in January 2016. A link is also included above for your convenience and is also available online. As a goodwill gesture, CHW did offer to provide a goodwill payment of $100 towards the repair of the non-covered claim, however, it was declined. If you have any questions, please feel free to contact the CHW customer service team directly 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: the first tech Lord you sent the second tech and he told you that the wire was not connected and he connected and have power to the air conditioning in the paperwork from both contractors it does not state short to ground, how does something short to ground if it has no power. And the pictures taken shows that no pest chewed any wires. I get the impression you do not listen to your technicians because you sent them all and they assured me if I choose to sue you 3 of the 4 you sent would testify on my behalf.
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 Air Conditioning Claim, we see that you placed the claim on 3/21/16 stating that the unit needed maintenance.  However, CHW does not provide this type of coverage, we do not provide maintenance.  This would be something that the customer is to do on their own as stated in Section F. Limitations of Liability #12.  CHW will repair a unit providing that the failure is something that is under our policy.As of 3/24/16, we did not have any information as to why you contacted us and placed a claim.  Your technician advised us that he did not understand why you contacted us for a maintenance issue and did not provide us with any type of diagnosis for any type of failure.If you have a failure with your Air Conditioning System, please have the technician contact us and provide us with a diagnosis and we will allow our inside technicians review the claim for authorization.  Without any type of diagnosis advising us of the failure we cannot authorize any amount that is requested. If you would like to cancel as you have stated, please contact us after reading Section L. Cancellations in our policy and we will cancel your policy as stated in the policy. 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 the system was out of Freon and it was leaking at the condenser coil.  Also, there was a leak in the evaporator coil at the base of the coil where the cap tubes enter the coil.  It was also reported that both coils were completely rusted.  All of these failures occurred before the policy coverage date started.Please note, that the service call fee charged was $45 even though your service call fee is $65.  The leak test, which you authorized the technician to complete was $150.  Per our policy, Section Letter D, Number 4, CHW is does not cover “…Leak detections…”Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance with.  We strive to provide the best customer experience, therefore we advised that we would re-review the claim based on the home inspection report; you agreed.We received your home inspection report that stated the unit could not be tested due to low ambient temperatures.   This report confirmed that the unit was not in place or proper working order on the coverage start date. At this time, the outcome of this claim stands. We regret to hear your wish to cancel.  If you would like to cancel your policy, please contact our Customer Solutions Department 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

Complaint: [redacted]
I am rejecting this response because:If the AC unit is an outside unit and when you have 90% humidity year round in Florida Rust is bound to happen. We cannot cover the AC unit in a gold cover to protect it from rust. If Choice warranty doesn't cover rust than they SHOULD NOT be advertising that they cover everything regardless of the age of the appliances. I have a new unit which was installed less than 11 months ago has gotten bit of rust due the climate in Florida. To me this is nothing but false advertising and ripping a customer off by saying things that is not covered via warranty. I want that Choice Warranty cover this claim due to false advertising they have done and mis leading a customer.
Regards,
[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]   Upon review of your claim it appears that your claim was processed in accordance to the policy section Letter F, Number 8 in which CHW isn’t responsible for repairs related to rust and corrosion. However, as a valued customer CHW did offer a goodwill gesture payment of $400 to assist with the repairs of the non-covered claim and it was accepted. The notes indicate that once a paid invoice is provided, the funds will then need to be authorized to be provided. This information can be sent via email to [redacted] and include the claim number. CHW does offer peace of mind to all customers and will repair appliances that break due to normal wear and tear as outlined in the policy section Letter A, Number 2. CHW is not an insurance company but a warranty company that is proud to assist customers.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted]You signed up with CHW on 10/28/13
and you have placed 4 claims; all approved claims with authorizations in the
amount that total $563.25.  Your last
claim for the heating system that was not covered, you placed on 10/2/15.  If you hadn’t received the policy within the
2 years that you had the policy, you could have called or had gone onto the
web-portal to view your specific policy by placing your email address along with
your policy number.  The technician stated that you had a
pre-seasoned check and that you had found that there were holes and cracks in
the heat exchanger.  The technician also
stated that the unit had these holes due to rust or corrosion.  As we stated prior, the unit had a crack within
it and that happened due to rust or corrosion. 
You stated in your email to us “that the technician found discoloration”
and you stated that this was from “hot spots”. 
The discoloration was not from only hot spots but corrosion to the
unit.  In reference to the technician
trying to make you purchase a new unit, we do apologize if you felt that he was
pushing a new unit onto you.  Per our
policy Section F. #19 states that CHW is not responsible for the negligence.We regret
the frustration that you have had however CHW is in full compliance with our
terms and conditions of our policy.Best 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, CHW has paid 750.00 in claims for your home.  Per our policy Section L. if you chose to cancel the policy pre-maturely, you will be charged a cancellation fee and you would have to pay back what CHW has paid out on your claims. Please See Section L. 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.  Upon review of your claim for your Air Conditioning System, the failure was due to rust or corrosion. CHW does not cover any failures due to this.  Please see section F. Limitations of Liability #1 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. Lastly, CHW posts our policy online for anyone to see, you had received a policy directly after purchase via email and hard copy, you are always able to log on to your account to view it as well and you had 30 days before your policy began to review it.  If you were not happy with the policy at that time, you were more than welcome to cancel with a full refund. We do apologize that you are unhappy with the claim that has been not covered by our policy; CHW is in full compliance with our terms of our agreement with you. We urge all of our customers to read the policy that we have and if you have any questions, please feel free to contact us.  We do appreciate your feedback as this does help us with our customer service and service providers. Best regards, CHW

We have made continued efforts to reach you and would like to have an opportunity to speak with you regarding this issue. Please reach out to our customer service team directly at [redacted]. Regards, CHW

Records indicate that you have advised CHW that the technician that was there previously was responsible for the broken sensor. Please reach out directly to that technician to have this repaired. As outlined in the policy section Letter F, Number 19 CHW is not responsible. You agree that We are not liable for the negligence or other conduct of the Service Provider, nor are We an insurer of Service Provider’s performance. You also agree that We are not liable for consequential, incidental, indirect, secondary, or punitive damages.  Regards,CHW

Complaint: [redacted]
I am rejecting this response because: When the technician that Choice Home Warranty sent out looked at my unit he came in and told me it was the compressor.  I then called Choice Home Warranty and  put them on speaker phone when they asked to speak to the technician.  They asked him if the unit had been properly maintained and he told them yes.  I just got off of the telephone with Wynn Air, the company that the technician worked for and they say when they gave their report to Choice Home Warranty they also stated that the system was properly maintained.  Wynn Air can be contacted at [redacted]. They will verify what I'm saying.  I am now going to contact the Texas Department of Licensing and Regulation to see if they can assist me as well. Choice Home Warranty is lying, and I will not let them get away with this.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The reason given by CHW is not satisfactory due to the following reasons.  1.  The tech performed the diagnosis states that the system was well maintained and cause of failure was due to normal wear and tear.  2. We have the record shows all the AC units was properly maintained and inspected by professional ac services company.  3. When we asked CHW what they mean by our system is not properly maintained to manufacture specification, they could tell us, rather ask us to contact the manufacture.As consumer, we rely on the professional ac service company to provide system checkup and maintenance service.  We purchased the home warranty to cover in the event of major system failure.  We offered CHW to talk directly with the tech performed the maintenance service, they declined.
Regards,
[redacted]