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 your claim, we do see that your heating system had a crack in the heat exchanger, this crack happened due to the rust in the unit.  Per our policy, CHW does not cover failures due to rust or corrosion.  We understand that some rust will be on a unit however when the failure is due to the rust, that is when it would not be a covered item under our policy.Please see Section F. Limitations of Liability #1 as well as #8 they both state that we do not cover the failures due to rust or corrosion,We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Thank you,CHW

Dear [redacted],We do see that CHW has provided you with a goodwill gesture in the amount of $500.00 upon receipt of the release agreement.  If you would like to accept our offer, kindly send us back the agreement and we will process the check for you.Thank you,Choice Home Warranty

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

Complaint: [redacted]
I am rejecting this response because: They are attempting to twist the words in the contract. Also the certified technician that we hired stated that the compressor seized up and therefore caused the freon to leak out. The technician is willing to testify in court of his findings if this leads to litigation which I believe will be the next step if this is not resolved. Further more, CHW contract does not specifically say that if a "leak of any kind" caused damage to other parts or components the parts and components would not be covered. The contract says that All components and parts, including intergral freezer unit is covered. If there was a "leak of any kind", I understand that I would be responsible to pay for the "leak of any kind" however the leak of the freon is not the only issue, it is the compressor as stated by the certified technician. If the compressor worked we can easily pay to have someone add more freon. The compressor does not work so there would be no point to add freon. 
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]   CHW offers a reimbursement option for customers that aren’t able to received timely and efficient service in their area. Under the guidelines of the reimbursement policy and as noted in the policy in section Letter C, Number 3, prior approval must be received before doing any repairs. Additionally, the reimbursement policy takes up to 30 days for reimbursement and also reimburses at the CHW rates. This is made clear to all customers before providing the information needed to seek the reimbursement. The claim that you are referring to had repairs done without obtaining the prior approval that was necessary for the repairs to be done.   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].   CHW apologizes for the miscommunication and please know that the policy that was established has been canceled and the monies will be refunded to your credit card. The information has been brought to the attention of the Manager who has handled the employee accordingly.   Regards, CHW

[redacted]We do regret your frustration however we do not cover leak detection tests, if you have the leak test completed and would like to move forward with the claim, please have a technician contact us with the results of the leak test. If you do not wish to have this completed, we are offering you a refund of the policy, minus the paid claims for a total of $216.25.  If you would like to accept this offer, kindly please contact CHW at ###-###-#### and we will provide you with a form to sign and ensure that you have the refund.Thank you,CHW

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]

Complaint: [redacted]
I am rejecting this response because:First of all this technician that they sent to my house is not even licensed,they should have screened him properly before even Sending him to someone 's house to perform any job! I stillfeel that they should still be responsible for the damaged caused to my home by their technician!
Regards,
[redacted]

Dear [redacted] and [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 handled properly. The compressor of the unit failed due to the internal windings shorting to the ground. This is a failure that occurs when the compressor overheats, damaging the internal windings and shorting the compressor. This is not considered normal wear and tear. Section Letter A, Number 2 of the policy indicates that CHW is responsible for repairs related to normal wear and tear. Unfortunately, this doesn’t constitute normal wear and tear. CHW informed you that a second opinion could be obtained at your expense and submitted to CHW for review, however that option was declined. It appears based on the notes that the team at CHW attempted to explain the diagnosis, however, the call was disconnected. Please feel free to call the customer service team at CHW if you have any questions 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 company did not address the main complaint, which is that their salesperson willfully misrepresented the terms of the 3-year service contract to me over the phone.  I am sure the recording of the conversation exists.  I ask the Revdex.com representative to please ask for this as proof of what I am saying.  This company has repeatedly ignored the terms of its contract by not providing covered repair services.
 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:your company did not provide any details on exclusions until 31 days after youprocessed my payment for the warranty.  When I finally received the warranty I realized that almosteverything was an exclusion and your policy stated that the customer had NO cancellation option.  So basically you collected a fee for a service that you had no intention of providing.  To any consumerthat practice represents fraudulent business practices. I am very disappointed and feel like I havebeen taken for a ride. 
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]   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

Please refer to the policy section Letter F, Number 16 which indicates, We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance.Regards, CHW

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

[redacted]We are very happy that we were able to resolve this complaint with you.  Kindly, please close out this complaint as we have resolved the issue.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] 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

If you go online to our website, we have our policy under user agreement.  You or anyone can view the policy  before you purchase it and you also have 30 days prior to the start date of the policy to review the exclusions and coverage.  As stated before, our policy doesn't cover the actual tanks.  Also, your unit failed within a short time of having the policy that it was said that the unit could not have come into the policy in proper working order.If you would like to cancel the policy with CHW, please review our cancellation process.  As a courtesy, you can call us and we can cancel the policy for you over the phone, you do not have to write a letter to us.  Section L. Cancellations 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.Thank you,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 unit was leaking Freon due to a rusted evaporator coil and there was also a leak in the condenser.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 in agreeance.  We strive to provide the best customer experience, therefore, we have resubmitted your claim to our Authorization’s Department for review.  Once we have received an update, we will reach back out to you.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW